Business Profile

Auto Rentals and Leasing

Hertz

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Important information

Customer Complaint:
Hertz requests and BBB recommends that if you have any complaints or concerns, please contact Hertz's Executive Customer Service Team at [email protected] or (239) 301-7000 prior to contacting BBB.

The customer experience information and complaint history provided in this BBB Business Profile reflects Hertz's worldwide operations. BBB Serving West Florida services all customer complaints and reviews for Hertz and its locations throughout the world.

Complaints

This profile includes complaints for Hertz's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

7,174 total complaints in the last 3 years.
1,626 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:02/07/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On January 26, 2024 I rented a car from Dollar car rental at the ********************When I rented the car I requested full insurance coverage. I did not know they had sold me liability coverage instead of full coverage. Ireturned the car on January 28 with some minor damage on the driver side. I informed the rental agent upon return that there was damage to the car and that I had purchased full insurance. On July 12, 2024 I received a letter from the Hertz corporation informing me that I had an outstanding bill of $4400 to pay for the damage to the car, loss of use, diminished value, and administrative fees. I contacted them five times through their website via phone and email to get clarification on this claim and I never received a response. I sent a registered letter to them with my insurance information, my insurance company made partial payment and Hertz corporation sent me to collections for the rest of the money. I was not informed by either my insurance company or the Hertz corporation that the payment they received from my insurance company was only partial payment
Business Response
Date: 02/12/2025
BBB Complaint ID: ********

Thank you for contacting us. We appreciate the opportunity to review your concerns. Per your Signed Rental Agreement, the *** was accepted. We see a partial payment was made, leaving a balance of $2,296.03, which looks to be for deductible and fees. We apologize for any inconvenience this may have caused.
Kind Regards

Customer Answer
Date: 02/17/2025

Complaint: 22907922

I am rejecting this response because:
I have requested A copy of the rental agreement and description of the insurance coverage six times now, and I have not received a copy of either. I can not proceed to resolution without seeing both of those documents. Hertz also failed to explain the five month lag time from the time the accident occurred to their notification to me of financial responsibility. I dont think this is coincidental. I suspect it is their practice in these cases to play out the timeline so that they can send customers to collections. Their phrase we apologize for any inconvenience , does not begin to explain their indifference to my six requests for information, in fact, it feels very disingenuous. I believe a sincere apology and acknowledgment of their poor **************** is the very least I should expect.
Sincerely,

******* *****
Business Response
Date: 02/18/2025
BBB Case 22907922
RR No: 917686976

This is a response to ******* *****,

I apologize for the difficulties. I have provided a copy of your Signed Rental Agreement for your review.

Thank you for contacting us.
Customer Answer
Date: 02/28/2025

Complaint: 22907922

I am rejecting this response because:
Thank you for finally sending me a copy of the rental contract. I have reviewed it.. My comments remain that Hertz corporations failure to provide me with the insurance that I requested is the main cause of this complaint.I see by the contract that I initialed the bottom of the form where declining full coverage was indicated. However, the terms on your rental agreement are not well explained, and I assumed that the rental agent knew what she was doing. This I believe is a service failure that you need to correct and make sure that your customers have informed consent.
My major concern now is the lag time between when the accident happened and your notification to me of an outstanding bill. I have contacted my credit card company to inquire about insurance for rental cars. From their perspective if I had notified them of the accident within 90 days of its occurrence, they would supplement my insurance to coverage for this bill. You did not notify me until 161 days after the accident.
I believe the service failure on your part is negligent and represents abuse of the customer. I also believe that this delaying tactic is a conscious business strategy on the part of the Hertz corporation. Since your contract states that in lieu of legal action we agree to use a mediator to settle this dispute, I am requesting that you involve a mediator in this dispute.
Please contact me by March 14, 2025 with the name of a mediator and how I may contact them.
Sincerely,

******* *****
Business Response
Date: 03/19/2025
BBB Case 22907922
RR No: 917686976

This is a response to ******* *****,

With respect, the signed rental contract is a legally binding document. Regrettably, we are unable to confirm a verbal conversation at the counter. By signing the rental record, you are agreeing the terms, conditions and rates billed for the rental. It is the customers responsibility to review the terms of this documentation before departing the rental facility in order to ensure the terms of the contract are correct. In accordance with the Signed Rental Agreement the charges are valid, and no adjustment is warranted.

Thank you for contacting us.
Initial Complaint
Date:02/05/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
(This is a redo of BBB complaint ID ********)

I rented a minivan from Thrifty out of Phoenix airport from 5/18/24 to 5/20/24. Rental Record# ********* I forgot my prescription reading glasses in the minivan when I returned it. I worked with the agent at the site to find the glasses. The agent retrieved the glasses and promised to mail them to me. The glasses were then lost. I worked with a customer service agent to resolve the issue. I was offered reimbursement for the lost glasses but I never received anything. I followed up several times but received no response. I am seeking reimbursement now. The glasses cost $520 to replace. I am seeking $520 reimbursement. See attached documents, with receipt with cost for replacement of the glasses. email exchange with customer service, and the first page of the rental agreement.

Thrifty responded to the earlier complaint with a promise of payment but they never paid me. I contacted customer service and was told the case is "still under review". I do not appreciate what appears to be a case of dishonesty here. A promise was made and I intend to see that promise kept.
Business Response
Date: 02/17/2025
BBB Complaint ID: ********

Thank you for contacting us. We appreciate the opportunity to review your concerns.
We have reviewed all of your documents with the management team at the Phoenix Airport. Unfortunately, the glasses have not been found. We have provided a refund for the fuel charge of $104.16 and $170.00 credit as a good will gesture. The refunds will be processed back to the credit card on your rental. While we understand this is not the outcome you were anticipating, we hope you will respect our position on this matter as we consider it having been fully addressed. We apologize for any inconvenience this may have caused.
Kind Regards,
Customer Answer
Date: 02/18/2025

Complaint: ********

I'm happy that at least I get something. However I was promised payment before. I don't trust you to do what you say anymore. Hence I will keep this complaint active until I see payment posted.

Sincerely,

***** ******
Business Response
Date: 02/21/2025
BBB Case ********
RR No: 147340060

This is a response to ***** ******,

Rest assured, the refund will post within 5-7 business days.

Thank you for contacting us.
Customer Answer
Date: 02/21/2025

Complaint: ********

I am rejecting this response because: I do not trust you anymore. I am leaving this complaint open until I see a posted payment.

Sincerely,

***** ******
Initial Complaint
Date:01/31/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Rental Agreement - ********* Reservation ID: ********************************** Location - ***************, ** Date - 2023-12-04 Renter - SHUHAO RAN I rented an **** Polestar 2 from the Hertz ********************** location (****************************************************************************************************************) for approximately two consecutive weeks, from November 27, 2023, to December 4, 2023.Payments were charged to my card on a weekly basis. The first payment of $336.22 was correctly processed at the end of the first week. More than a month after I returned the vehicle, on January 910, 2024, the second $336.22 payment was correctly processed, completing the full payment for my rental. Upon returning the vehicle on December 4, 2023, I was provided with a final receipt.However, to my surprise, on January 24, 2025, I received an email receipt from Hertz, and on January 25, 2025, a third unauthorized charge of $336.22 was deducted from my card. This duplicate charge is completely ************** an attempt to resolve this issue, I have:Called Hertz support once,Emailed Hertz support more than five times, attaching credit card statements with exact transaction dates and a screenshot of the final receipt, as requested Despite my repeated efforts, every agent I have spoken to has provided conflicting explanationsranging from an authorization hold release to a rate adjustment, and even a claim that only one charge exists after a thorough review. However, Hertz has completely disregarded the clear record of all transactions on my credit card statement.This experience has been extremely frustrating. Hertz is placing unnecessary obstacles in my way as I try to recover funds that were wrongfully charged. Given the lack of progress, I expect an immediate refund of the duplicate charge.
Business Response
Date: 02/06/2025
BBB Case 22881288
RR No: 657615663

This is a response to Shuhao Ran,

I apologize for the confusion regarding your billing. Please be advised that the charge of $336.22 is for your ********************************************* from 11/27 through 12/04. The charges for this rental were not billed nor the holds released until 01/24. I apologize for the delay, however the charges are correct and no adjustment is due. Rest assured there are no duplicate charges.

Thank you for contacting us.
Customer Answer
Date: 02/06/2025

Complaint: 22881288

I am rejecting this response because:

My statement clearly shows three identical charges of $336.23 from the same merchant, totaling $1,008.66, which is one charge more than the correct amount. Isnt this a duplicate charge?
Please provide evidence

Sincerely,

Shuhao Ran
Business Response
Date: 02/14/2025
BBB Case #: 22881288
RR# or ***** 657615663

This is in response to Shuhao Ran.

Again, we can assure you we have only billed you once for this rental. Please call your bank personally to go over your statement. A copy of your invoice has been emailed to you directly for your records.

Thank you for contacting us.
Customer Answer
Date: 02/17/2025

Complaint: 22881288

I am rejecting this response because:
You have already acknowledged charging me once. Please carefully review my latest uploaded rental receipt (license plate, date, and document number). I have fully paid all charges. Issuing another receipt and charging me again is a duplicate charge, isnt it?

Sincerely,

Shuhao Ran
Business Response
Date: 02/28/2025
BBB Case #: 22881288
RR# or ***** 657615663
Our records indicate that the customer was only billed once in the amount of $336.22. The customer will need to contact their bank to go over their statement.

Customer Answer
Date: 02/28/2025

Complaint: 22881288

I am rejecting this response because:
I have already provided the bank statement with dates and amounts clearly showing the issue. Its evident that Hertz did not thoroughly review all documents. I just want a refund for the duplicate charge.

Sincerely,

Shuhao Ran
Business Response
Date: 03/06/2025
BBB Case 22881288
RR No: 657615663

This is a response to Shuhao Ran,

Please be advised that the screenshots provided only reflect a single charge. Please provide a bank statement verifying the duplicate charge.

Thank you for contacting us.
Customer Answer
Date: 03/10/2025

Complaint: 22881288

I am rejecting this response because:
I have provided a bank statement screenshot. Please specify exactly what kind of statement you need.

Sincerely,

Shuhao Ran
Business Response
Date: 03/18/2025
BBB Case #: 22881288
RR# or ***** *********

This is in response to Shuhao Ran.

When you rented on 11/27/23 a hold was placed. When you returned, the charge was processed through at that time. We only show you were billed once for this rental. To further investigate, you would need to email us at *************************************************** and provide your bank statements from November 2023 until March 2025 in PDF form. We apologize for any inconvenience.

Thank you for contacting us.
Customer Answer
Date: 03/20/2025

Complaint: 22881288

I am rejecting this response because:
I have already sent multiple emails to your company and provided my bank statements. Your system may show only one charge, but thats exactly the issue. (The rental was completed and paid for in 2023, yet you charged me again in 2025. ******** statements clearly show three payments, proving this is a duplicate charge.
My previous email correspondence with your company has proven unproductive, so I hope you will handle this matter fairly. I am filing a complaint on the BBB platform to request a refund for the duplicate charge.

Sincerely,

Shuhao Ran
Customer Answer
Date: 03/31/2025
Hertz told me I only made one payment. In total, I paid Hertz three times.

Business Response
Date: 04/21/2025
BBB Case #: 22881288
RR# or ***** 657615663

We appreciate you allowing us this opportunity to review your concerns regarding your rental.
We apologize for any misunderstanding regarding your charges. A refund of $336.22 for the rental charge has been processed to your **** ending in 3938. Please allow 7 business days for the refund to post to your account.

Thank you for allowing me to review this matter.

Kind regards,

Customer Answer
Date: 04/23/2025

Better Business Bureau:
Thank you for processing the refund.
However, I would like to clarify that this was not a misunderstanding on my part(the charge was indeed incorrect), and I appreciate that it has now been corrected.

I have reviewed the businesss response regarding complaint ID ******** and consider the resolution satisfactory.

Sincerely,

Shuhao Ran
Initial Complaint
Date:01/28/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Incident occurred on:

July 5th 2024

Reservation: ***********
Rental Record#
*********
#***************
RES***********

See attached affidavit of facts depicting:

1. Non operational online "skip the line" service.
2. Negligence of staff regarding the online "service".
3. Extreme rudeness of staff and floor manager despite the errors on behalf of the company.
4. Delay in resolution by the GM of Hertz ABQ, NM. And no resolution till this day.
5. Reluctance of [email protected] to resolve the issue appropriately.
6. Overall extreme lack of accountability, and realization of the magnitude of damages this faulty interaction has created for me and my business.
7. Reluctance to take in consideration the magnitude of such an event
8. And as such an overall notion of allowing this to slip through the cracks, while I pay the price.
9. Trying to brush me off with an offer to send me $100 (I had losses in the thousands). What an insult to my intelligence and further lack of accountability for errors made by a number of staff members.
Business Response
Date: 02/04/2025
BBB Case ********
RR No: *********

This is a response to ****** *****,

I apologize for the impression our staff left with you. Based on our review, we have determined the voucher for $100.00 is fair regarding incident that took place and no further compensation is warranted. While I understand this is not the desired outcome, this will be our final response to this matter as we stand by the final charges billed and consider it having been fully addressed.

Thank you for contacting us.
Customer Answer
Date: 02/04/2025

Complaint: ********

I am rejecting this response because: it is insufficient and completely disregards the magnitude of the situation which had occurred, via more that one of your management staff. I will be taking this to the FTC and may also file a small claims suit.

Sincerely,

****** *****
Business Response
Date: 02/04/2025
BBB Case
22871184
RR No: 173398595

This is in
response to a complaint filed by ****** *****.

I regret to hear
our previous response was unsatisfactory in resolving this matter. Please know
that we do stand firm on this decision and consider this matter fully addressed.

Thank you for
allowing me to assist.
Customer Answer
Date: 02/09/2025

Complaint: ********

I am rejecting this response because:

I will be taking this up with the CEO Gil W***, addressing the matter of lack of accountability and letting yourself off the hook, just like the GM's in ABQ did.
You offering me $100 is a slap in the face and more of the same behavior and trajectory.
As a person with very high integrity in my dealings, your response is unsatisfactory, and is an insult to my intelligence, considering the course of the events, and the professional manner in which I addressed this incident from the day it happened. The unprofessional manner on your end speaks loudly of a very big leak in integrity and corporate structure when dealing with values, respect, and responsibility of management staff.
There are media sources which would absolutely be delighted to entertain this incident, and there are also public comment and review sites and platforms, which notify others about how a business handles such situations.
To refer your attention to consumer civil code:
Unfair Practices Act:
New Mexico's Unfair Practices Act prohibits misleading or deceptive conduct in business transactions. If Hertz misrepresented the availability of the rental car or engaged in conduct that was misleading, this could be a violation of the Act. New Mexico Statutes § 57-12-1 et seq

I requ*** a full refund and the additional compensation I mentioned, for my inconvenience.

Sincerely,

****** *****
Initial Complaint
Date:01/07/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Spoke with the manager of the store and he confirmed that there was an over charge. At this moment in time I have been waiting for three months to try to resolve the problem. While trying to figure out the problem it seems that there is no urgency from the company to resolve the problem.
Business Response
Date: 01/14/2025
BBB Case 22780879
RR No: 378007453

This is a response to ****** ********,

Unfortunately, there were no specific details included in your inquiry. I would like to do a meaningful investigation but need more information to do so. Please specify the charge you are concerned about for better assistance.

Thank you for contacting us.
Customer Answer
Date: 01/15/2025

Complaint: 22780879

I am rejecting this response because:
Please see the attached documents that show the rental #*********.

Sincerely,

****** ********
Customer Answer
Date: 01/23/2025

Complaint: 22780879

I am rejecting this response because:
Hertz has made an overcharge on my account. With the bank statements and the receipt, it is clear that Hertz has overcharged my account. The total on my bank statement (1531) does not match the total charges shown on my printed receipt. The bank statement ending in (3832) will show the other charge for the new rental in which I was charged. Upon the charge on 10/07/2024 began a new rental period. The following day (10/08/2024) a charge came to the previous card that should have been charged only for charging fees but not another rental week. The attachments will provide evidence of this extra charge that came from Hertz and the prolonged time it has taken to complete the process. The process has been going on for more than three months and the account has been closed due to the negative balance. At this time I am in the process of speaking with the Hertz management team from the corporate office as I received a message requesting information on 1/10/2024 still no progress has been made to determine the issue with the account overcharge. I am submitting this writing and attachments to receive help from the Better Business Bureau in understanding why a refund has not been issued by Hertz Corporation due to the overcharge.

Sincerely,

****** ********
Business Response
Date: 01/29/2025
BBB Case 22780879
RR No: 103875052

This is a response to ****** ********,

Please note that when renting with ***** an authorization charge is taken at the beginning of the rental week and later released, with a final charge billed to you at the end of the week. It is possible for you to see both the authorization hold and the final charge appear simultaneously, depending on your financial institution's processing timeframe. Our records do not show any overcharges and all rentals were billed correctly. Could you please specify the overcharged amount you are seeing?

Thank you for contacting us.
Customer Answer
Date: 01/29/2025

Complaint: 22780879

I am rejecting this response because:
Please review the bank statements to match up the payment weeks. In one week I was charged twice and I know of the weekly rental charge as each week there is a charge. Because the staff member ended the week earlier before the actual rental week it sent out another charge assuming I didn't pay the previous week. The bank statements I have sent will show each charge and the rental receipt does not match what I have been charged on my bank statement. The bank statement with only a single charge is when the next rental week started and that is the correct charge for the week. The last charge on the bank statement with multiple charges was the charge that is an overpayment.

Sincerely,

****** ********
Business Response
Date: 02/05/2025
Complaint id: ********
********************** Agreement: 103875052

We appreciate you allowing us this opportunity to review your concerns regarding your rental experience.

Upon further review of all rentals, we have confirmed that the charge in question was for the week of September 9th to September 16th, 2025. The rental charge of $455.81 matches the amount shown on your bank statement. Therefore, the charges are correct and a refund is not possible.

Thank you for contacting us.
Customer Answer
Date: 02/05/2025

Complaint: 22780879

I am rejecting this response because:
the date on the receipt shows that the rental date was closed on a Sunday. Which indicates there is an error in the charge as **** hertz does not operate on a Saturday or Sunday. You have confirmed the payment was for a different date. So the payment that was taken on October 8th should be refund. As all payments where made prior to closing on the 6th of October.

Sincerely,

****** ********
Business Response
Date: 02/17/2025
BBB Case 22780879
RR No: 103875052

This is a response to ****** ********,

Please be advised that per the terms and conditions, you are responsible for the vehicle until it is returned. As the rental was extended through 10/09/2024, the charges for this period are valid. While I regret this is not the desired outcome, we stand by the charges billed.

Thank you for contacting us.
Customer Answer
Date: 02/21/2025

Complaint: 22780879

I am rejecting this response because: there is confusing I don't know what hertz means by it was extended through the 9th of October. Please show me the billing of the extension through the ninth and the charges associated with the completed rental before the extension. Now that there is enough information to go off of please conduct a thorough investigation of the extra charge.

Sincerely,

****** ********
Business Response
Date: 03/05/2025
BBB Case #: 22780879
RR# or ***** 424990020/378007453

This is in response to ****** ********.

After a thorough review with our Hertz **** location and management, we have confirmed that you were billed correctly and there were no double charges. This has been explained to you multiple times.
All authorizations will show as PENDING, AUTHORIZING, or PROCESSING in your account until we settle the charges for the week. We authorize and hold funds until you extend or close your rental agreement, at which point we release those funds and charge the total amount due. All extension authorizations include rental extension time, taxes, and fees.
When you extend your rental, we will collect the funds held for the previous week and authorize the next week's charges. This may appear as two charges in your account, but only the new authorization will affect your balance.
We understand this may not be the outcome you were anticipating; however, please be assured that this matter has been treated with the utmost importance, and our decision is based on an exhaustive review. As stated previously, there is no double charge and no refund is warranted.
We hope you will respect our position on this matter as we consider it closed.

Thank you for contacting us.

Customer Answer
Date: 03/11/2025

Complaint: 22780879

I am rejecting this response because:
All I am asking for is a receipt that shows the correct date of when the rental was supposed to be closed out. As I believe that date was the reason for the extra charge. If Hertz can give me a correct receipt and show me that the error in the dates does not change the matter then we can move forward. I have yet to receive a correct receipt as the receipt showed a different amount than what Hertz has charged. If Hertz can't produce a correct receipt then it is obvious there should be a refund as I have submitted a receipt showing the overcharge. I have consistently been paying my rental and that charge put my account negative meaning there was an error. Also, hertz had sent out numerous extra charges before this error that did not match the current rental rate. So, I am asking for documentation that supports the claim that there is not an extra charge.

Sincerely,

****** ********
Business Response
Date: 03/20/2025
BBB Complaint ID: ********
RR: *********, *********, *********, 424990020
This is in response to ****** ********.

Thank you for your response. After a thorough review with our Hertz **** location and management, we have confirmed that you were billed correctly and there were no double charges. This has been explained to you multiple times.
All authorizations will show as PENDING, AUTHORIZING, or PROCESSING in your account until we settle the charges for the week. We authorize and hold funds until you extend or close your rental agreement, at which point we release those funds and charge the total amount due. All extension authorizations include rental extension time, taxes, and fees.
When you extend your rental, we will collect the funds held for the previous week and authorize the next week's charges. This may appear as two charges in your account, but only the new authorization will affect your balance.
We understand this may not be the outcome you were anticipating; however, please be assured that this matter has been treated with the utmost importance, and our decision is based on an exhaustive review. As stated previously, there is no double charge and no refund is warranted. I have attached 4 separate billing invoices. We hope you will respect our position on this matter as we consider it fully resolved and closed.

Kind Regards

Customer Answer
Date: 03/21/2025

Complaint: 22780879

I am rejecting this response because:
Hertz cannot charge me an extra week for a rental as they refuse to repair it. The additional charge came from the billing in which the rental was returned. The reason why the billing stopped on the 6th of October was because that is the day Hertz put in because of the refusal to repair the vehicle. The payment came after the rental was completed on Monday, October 7th which was an incorrect charge. I have attached the last receipt of maintenance which Hertz refused to repair and with this you can check with ******** to confirm. As a customer of ********************** and a driver of **** their in fact should be changes made to this complaint due to not repairing the vehicle.

Sincerely,

****** ********
Initial Complaint
Date:01/07/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a vehicle on 7/5/2024 from ********* In. Upon returning the vehicle it took the local office over a month to close the contract out. Upon having the contract fully closed I requested a copy of the receipt which showed a $0 balance remaining. After several months I started receiving a bill stating there was a balance of $190.40. At the same time I received several notifications from my credit card stating that the company had attempted several times to charge me without my knowledge what the charge was even for at that time. I have tried teach8ng out to the company several times with no luck.
Business Response
Date: 01/16/2025
BBB Complaint # ********
RR # H34754801

Dear **** ********,

Thank you for contacting us. We appreciate the opportunity to review your concerns.

We apologize for the confusion regarding the billing. Our records show that we billed the dealership a total of $490.40. They have made a payment of $300.00, which leaves a remaining balance of $190.40. Please contact the dealership to resolve any outstanding amount.

Customer Answer
Date: 02/05/2025

Complaint: 22779090

I am rejecting this response because: after a period of time I contacted the location as well as the dealership to see if there was a bill I owed and was advised by the location that there was a zero balance for the rental as well as I have contacted the dealership to be advised that they paid whatever was billed to them. The manager at to location that I rented this vehicle from stated that he was backing up the return date and was only charging for the actual dates rented even tho it took him over a month to close the contract. I informed him the date and time the vehicle was returned. If someone from the company could reach out to me and inform exactly what the charges are for to help me better understand why after 4 months they attempted to charge me and cannot explain to me what they are for. The amount doesnt add up to the time I had the vehicle in my possession especially when the rental was set up thru a dealership under a warranty claim. Now they are threatening/ trying to intimidate me by threatening to send the remainder balance to a collection agency and affect my credit which I have worked extremely hard to keep excellent. In all the receipts I have from the local branch as well as customer service show a zero balance so I am really confused why they keep trying to charge me but yet have never explained what for.

Sincerely,

**** ********
Business Response
Date: 02/11/2025
BBB Case 22779090
RR No: H34754801

This is a response to **** ********,

While I regret this is not the desired outcome, as previously stated, our records show that we billed the dealership a total of $490.40 but only received a payment of $300.00. Please be advised you will need to contact the dealership regarding the remaining $190.40 balance.

Thank you for contacting us.

Customer Answer
Date: 02/14/2025

Complaint: 22779090

I am rejecting this response because: I have a receipt from Hertz showing a zero balance and now after over 4 months Hertz is wanting to come after me for a balance that the dealership should have covered. If the dealership was billed $490.40 then they should have paid the full amount and then charged me the difference that they felt they werent responsible for. I have spoke to the manager at the local office and was informed that I dont owe anything for this rental due to it being billed thru dealership. Also Hertz is wanting to bill me for something without even giving me a breakdown of what I am being charged for.

Sincerely,

**** ********
Business Response
Date: 03/19/2025
BBB Case 22779090
RR No: H34754801

This is a response to **** ********,

While I regret this is not the desired outcome, as previously stated, our records show that we billed the dealership a total of $490.40 but only received a payment of $300.00. Regrettably, we are unable to confirm a verbal conversation at the counter. Please be advised you will need to contact the dealership directly regarding the remaining $190.40 balance.

Thank you for contacting us.
Business Response
Date: 03/21/2025
BBB Case 22779090
RR No: H34754801

This is a response to **** ********,

While I regret this is not the desired outcome, as previously stated, our records show that we billed the dealership a total of $490.40 but only received a payment of $300.00. Please note you received 2 additional days billed at a total $190.40 as the vehicle was due on 07/12 but was not returned until 07/14. Regrettably, we are unable to confirm a verbal conversation at the counter. Please be advised you will need to contact the dealership directly regarding the remaining $190.40 balance.

Thank you for contacting us.
Initial Complaint
Date:11/25/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car on 11/20/24 to 11/25/24 . The car was dirty and smelled like smoke. I brought this to the ladies attention. Also the car was wrecked in the front end. The car smelled of smoke and there was a film on the glass so thick we couldn't see. They charged me$200 extra to clean the car they didn't clean before I got it. L0473736292 was the confirmation number. This business needs to be investigated they are talking peoples money without cause constantly.
Business Response
Date: 12/02/2024
BBB Complaint ID: ********

Thank you for allowing us to review your documents. We apologize for any inconvenience this may have caused. We have reviewed all documents, the charge was for pet hair. Unfortunately, this may not be the outcome you were hoping for. We have provided pre-rental pictures for you to review.

Best Regards

Customer Answer
Date: 12/02/2024

Complaint: 22605503

I am rejecting this response becausewe do not havepets nor were any in the vehicle. My husband is a 70 year old disabled veteran and you all stole from him. You should be ashamed of yourselves where is the picture of the pet hair. There are none because we didn't have a pet in the vehicle. This location is known for stealing when u pay with a debit card. Check the complaints.

Sincerely,

********* *****
Business Response
Date: 12/04/2024
BBB Complaint ID: ********
RR 525695660

Thank you for the opportunity to review your concerns. We are sorry for any inconvenience this may have caused. We have reviewed all the documents. We have included the pre-rental pictures for you to review. While we understand that this outcome may not be what you anticipated, we must confirm the billing charges for the cleaning fee are valid and our decision remains unchanged.

Best Regards,
Customer Answer
Date: 12/04/2024

Complaint: 22605503

I am rejecting this response because: it is unacceptable. You are thieves and I will write reviews everywhere to make it known including local veterans organizations. I'm also going to make it known to priceline and do weekday I can to have this branch of your company investigated. It's theft pain and simple where are the pictures of the pet hair. There are none because we didn't have a pet in the vehicle.

Sincerely,

********* *****
Initial Complaint
Date:11/20/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been renting an Uber Tesla rental from the Hertz Charlotte Pep Boys location (9415 East Independence Blvd, Matthews, NC 28105) for about 20 consecutive weeks now (started on June 28). Initially, I got in on a promotion that Uber was running for this location, where if I rented a Tesla for one week I would get the second week for free (see attached promo).

Payments were being charged to my card on a weekly basis, as expected. However, after several weeks in Hertz stopped charging my card for some odd reason, even though I was still receiving emails that my card was successfully charged. On 8/13/2024, I received an email from Hertz (see attached) in which they stated that they had internal issues with their payment systems and that they'd be charging me for all the previous weeks all at once. In doing this, I was wrongfully charged for the free week that I was supposed to receive from the promotion.

I first reached out to Uber support. They told me that I have to contact the Hertz location. When I reached out to the Hertz location, they told me I needed to call Hertz cooperate. I had to call Hertz cooperate a total of 4 times:

1st Time: Was told they were aware of the Uber promotion and that I'd be receive a refund within 3-5 business days. I never received it.
2nd time: Was told I'd be receiving a refund in 5-10 business days. Never received it.
3rd time: Was told the promotion would need to be verified (even though two previous agents already validated it) and told my case would be escalated and to check in 5-10 business days. Still never received refund
4th time: Was told case was escalated again and to wait 5-10 business days. Was told no progress was made on my previous case. Still have not received my refund.

Hertz is making me go through obstacles just to get money back that they wrongfully charged to me. Each agent has given different information and it appears no progress has been made. Hertz needs to honor their promotion and refund me.
Business Response
Date: 12/06/2024
Complaint ID: ********
Hertz RR#: *********
This correspondence is being sent in response to a query made by ****** *******. Thank you for allowing us the opportunity to review your concerns.
We apologize for any inconvenience or frustration caused by the free week promotion through the Hertz Uber program. Upon receipt of your inquiry, we immediately reached out to our management team in Matthews for their full review and assistance. Based on their review and feedback, it was determined that a refund for one-week rental is due. Therefore, we have processed this refund on your recent invoice which will reflect the refund of the weekly rate of $325.00. Though processed today, please allow up to 5-7 business days for the funds to show on your account. Thank you for bringing this to our attention, rest assured this is being addressed internally to ensure future errors are avoided.
Customer Answer
Date: 12/12/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** ******* ***
Initial Complaint
Date:11/18/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello,

Please see attached text message from the location manager Justin B******** stating he has my bag (as he also stated verbally two times on the phone) but then later could no longer find the bag which had over $350 worth of items in it. I am aware they are not responsible for lost items, however they admitted they had the item and then lost it. I have been attempting for 6 months to get a supervisor and have been ignored and told my bag couldn’t be found in Canada when I was never in the country of Canada. I was in Syracuse, NY.
Business Response
Date: 11/29/2024
BBB Case ********
Rental Agreement# *********
This is in response to **** ****,
Thank you for providing this
feedback. We are currently reviewing your claim regarding a missing item
reported as being in lost and found. We have contacted the location and their
leadership team; someone from management will follow up once the investigation
is complete.
Initial Complaint
Date:11/15/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My friend and I just returned from a two-week vacation in Ireland and got home to find a $950 bill for our rental car. To rent the car itself was only around $200 but the Hertz (which is US-based company) desk at the Dublin airport charged us over $700 in additional fees for services we did not ask for or consent to pay for. We only asked for insurance on the car and were charged for several other “features” that were never explained to us. The attendant also failed to disclose the price/additional fees for any of it.

I would like to report Hertz for unethical or fraudulent behavior. I did some research online and found many of similar complaints specifically about the Hertz at the Dublin airport (See attached screenshots for examples of similar complaints of scams that date back at least 10 years.) I would like to be refunded for the additional fees that we were charged for and to try to stop this from happening to other people.
Business Response
Date: 11/18/2024
BBB Case ********

This is a response to ********* ****,

Unfortunately, there were no specific details included in your query and I am unable to locate your rental by name alone. I have also been unable to locate a reservation confirmation by using your provided email address or phone number. I would like to make a meaningful investigation into this matter but will need more information to do so.? Please provide me with your 9-digit Hertz Rental Record number or your 11-digit Hertz reservation ID number beginning with the letters “K” or “L.” Once received, I will be able to further review your concerns.

Thank you for contacting us.

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