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

7,166 total complaints in the last 3 years.
1,744 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:01/16/2023
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 daughter is writing this letter on my behalf. In the month of August 2022, I was involved in a car crash. The other party crashed into me and I was given full coverage by the other party's insurance company. That included car rentals. At the end of my claim adjustment, I saw a charge of $720 for roadside assistance. I am disappointed to know that they did not bring this to my awareness. I believe it was due to my language barrier. I am 78 years old, living on social security and working two jobs. This accident was not my fault and now I am forced to pay this amount because of this charge. It would not make sense for me to buy this because I have all state full coverage on automobile. I need help to attain some funds back to me. This is not right and I am too old to understand why this has transpired. Please help me.
Business Response
Date: 01/18/2023
Complaint ID: ********
RR#: H17126373

Thank you for contacting us. We appreciate the opportunity to assist. Please accept my sincere apology for any misunderstanding regarding your charges. Based on the attached signed rental agreement (SRA) you accepted the Premium ************************** (PERS) and had the benefit of the coverage for the duration of your rental. Due to this we must respectfully decline your request for a refund.
Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.
Initial Complaint
Date:01/13/2023
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.
I reserved a rental car for 12 Jan 2023 at their location in *******, **. I reserved the rental car on hertz.com. I prepaid for the rental car at the non-refundable prepaid rate totaling $26.31 for the one-day rental. When I went to pick up the car, they said the rental rate was now $35.48, and I had to pay an additional $9.17. They said that my pre-paid reservation amount was not valid and there was nothing they could do. I either had to pay the additional $9.17 or lose the reservation and lose the $26.31 I already paid. I called the Hertz 800 number and they told me the same thing. I had no choice to pay the additional $9.17. I am filing this complaint to get refunded the $9.17 I paid extra. I also spent over an hour at the rental location and additional time filing this complaint so I would like to be compensated for the time and aggravation.
Business Response
Date: 01/18/2023
Complaint ID: ********
********************** RR#: 123226401
This correspondence is being sent in response to a query made by *********. Thank you for allowing us the opportunity to review your concerns.
We sincerely apologize for the billing error. A credit of $9.17 is being issued to the account billed. The adjustment is being made at this time, but may not appear on the next monthly statement due to billing cut-off dates.

Thank you for bringing this matter to our attention. We appreciate your business and look forward to the opportunity of being able to serve you again.
Customer Answer
Date: 01/18/2023

Complaint: 18809155

I am rejecting this response because: I spent over an hour at the Hertz rental place and probably another 30 minutes calling the 800 number to try to get this resolved, but was told that the charge was correct, and I had to pay the extra amount or lose my initial payment and lose the rental car. This was from both the rental location employees on-site and the 800 number. In addition to the refund of $9.17, I would like compensation for the time and aggravation.

Sincerely,

*********
Business Response
Date: 01/20/2023
Complaint ID: ********
********************** RR#: 123226401

This is in response to *********. Thank you for allowing us the opportunity to revisit your concerns.

This reservation was booked using a third party and the terms and conditions of the rental are marketed to you at the time of confirmation. My apologies for any misunderstanding. In the future, we ask that you consider booking with us directly to ensure all information is relayed properly. Objective consideration is given to all reasonable requests for adjustments of the rental charges. However, since we cannot equitably assign a dollar value to time, it is not feasible to compensate for lost time. I hope you will understand why we must take this position in this matter.

Kind Regards,
Initial Complaint
Date:01/13/2023
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.
I rented a car through hertz picking up in airport at ******. When I got there, the car that I rented was not available and they charged me an extra **** *** This is not acceptable. They knew I had no other choice.
Business Response
Date: 01/18/2023
Complaint ID: ********
********************** Res#: ********************** 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 frustration caused regarding the billing of your current rental contract. Our records show your rental is currently taking place through 01/25/23. As such, we are unable to assist with the billing of an open contract. For assistance, please reach out to the branch in ****** for assistance in correcting the billing of your invoice or for a vehicle exchange into the reserved vehicle class.
Customer Answer
Date: 02/02/2023

I just got home and saw your emails from Hertz. The situation has not been resolved, as Hertz said there was nothing else they would do, when I returned the car.
Business Response
Date: 02/02/2023
Complaint ID: ********
RR#: 972933555

Thank you for contacting us. We appreciate the opportunity to assist. I apologize for any misunderstanding regarding your charges. A review of our records indicates you were charged in accordance to your reservation rate, the additional charge is due to an upgrade fee accepted at the inception of your rental. Attached is your rental agreement.
Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.
Customer Answer
Date: 02/02/2023

Complaint: 18806436

I am rejecting this response because: I did not upgrade, I was made to upgrade, as I was informed that they did not have my vehicle in the lot to be able to give me the rental price offered online via ***************** As we were leaving the lot, I can provide a copy of the screen capture, I signed on to Expedia, and requested a car rental from the same Hertz location, and behold, there was the original price promised online available for pickup right now. BTW, they also did the same thing to the person in front of us, where they did not have their vehicle, and upgraded them for an extra 1000,00 eu. This is a classic bait and switch and I will not accept it, specially from an American Company.

Sincerely,

*******************
Business Response
Date: 02/17/2023
Complaint ID: ********
RR#: 972933555

The upgrade fee you accepted was ****** EUR. As you accepted the upgraded on the signed rental agreement and had the vehicle for the duration of your rental we respectfully decline your request for a refund. However, as a customer service gesture we have adjusted 50% of the upgrade in the amount of ****** EUR. Please allow up to 7 business days for the refund to post to your account.
Customer Answer
Date: 02/17/2023

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, as far as anything will get done. I want BBB to be aware that I was not given a choice. My supposed agreement to an upgrade, was more of a you either get it or you do not get a vehicle. I already reported the incident to ***************** who uses their services in their platform. Thank you so much for everything you have tried doing in this instance.

Sincerely,

*******************
Initial Complaint
Date:01/13/2023
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.
Rental Record Number: 816082702.I rented a car through the airport Hertz on approx. Aug 16th - Aug 19th 2022. The total for the vehicle was prepaid $230.83 ($170.25 all charges, $60.58 in "taxes and fee's", as told to me by a Hertz employee).About half way to my destination I noticed the passenger back tire pressure had dropped from 34 to 17, then 16, and it continued. Concerned I pulled in to a gas station to check for issues and get more air. It was at this point I noticed the tire had a "plug fix" (which is not a real fix) in the tire. I.e. the tire was not safe and was issued to me illegally (illegal for a car rental facility to give out an unsafe vehicle, such as one with a PLUG in the tire). I called Hertz and got the spare put on the car. I didn't drive the next couple days on the car because I was afraid to but since I only had a 2-3 day rental and was only planning to head back to the airport I decided to just leave it parked and take it back on the return date.Upon returning I asked the representative in the Hertz Gold area for a refund, since I felt unsafe to use the very much illegal and unsafe car they had given me past simply returning it. The employee told me they wouldn't refund me for their mistake. So I called my credit card ************ Venture X, great support from them) and told them I'd like to decline the charges since I was clearly not given what I was promised in the rental agreement, and an ILLEGAL CAR to boot. The VentureX rep called and was able to get the $170.25 refunded (funny I was denied a refund), but they refused to refund me the $60.58 claiming it was for taxes... but if I was refunded then there are no taxes because there is no CHARGE. The next letter I got was from a debt collector saying Hertz had sent it to collections. This should be illegal to attempt to damage my credit score with an illegal charge, from an illegal car. They should be fined as a business and I will be investigating further legal action.
Business Response
Date: 01/20/2023
Complaint ID: ********
********************** RR#: 816082702
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 concern caused by the condition of the rental vehicle received. All Hertz vehicles are to be properly cleaned, serviced, and in good mechanical condition before being released for rental. We always want to provide quality vehicles to our customers and certainly appreciate you letting us know of your experience.Your comments have been forwarded to the Area Manager for internal review and any corrective action deemed necessary.
Based on our records, your rental was prepaid for and additional billing of $60.58 was billed at the rental counter. on 08/18/22 our **************** team spoke with *********** Travel and advised that based on our records, a full refund of the charges could be processed. We have notified our collections partners to close the collections file at this time. This balance was sent to collections as it was disputed after we had agreed to process a refund of the charges which resulted in duplicate billing processed in our systems.
Initial Complaint
Date:01/13/2023
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.
Rental Record # *********, Gold Member # ********. I was scheduled to return a rental on 12/30/22 at noon. I was going to miss that time, so called ************ to advise needed to extend a day. I was advised by Von that the location was closed due to weather & that I could not return the car. Instructions were to keep it until Hertz e-mailed/texted that facility was open & that there would be no charge to me. By 1/2/23, I had not received anything from Hertz. I called & was provided same guidance. Still closed. Hold onto car until further notice. On 1/3/23, I received an automated call advising that car was past due & that needed to return to avoid fees. Went to ************************ office. Sign on door saying were closed. No instructions what to do. Called 800 # again. Spoke to *** who advised that if I left the keys in drop box, I would still be responsible for rental as no one there to close out agreement. Did not want to do this in case was damaged while not on my watch. She said system documented with all times that I have called & that I will not be charged anything extra. Also advised that could drop off at ******* Airport location but would not be charged if I did not. Gave me # to location, but only busy signal. Was unable to get to airport until 1/5/23. When dropped off car, was advised going to be charged penalties and extra days. Original cost was supposed to be $330. Charged $575.98. They advised that despite what 800 # customer service advised, they were not going to honor it. Gave me local #s to call. No answer. Called 800 # & spoke with *****. She advised will check with location to see if will refund $. On 1/12/23, **** from 800 # advised refund would not be made as there was a drop box. **** could not find any of the notes from 12/30 thru 1/3. Said could not refund. At minimum, would like refund of $250. If Hertz feels inclined to offer something else for the hours have spent trying to resolve this, it would be appreciated but not necessary.
Business Response
Date: 01/18/2023
Complaint ID: ********
********************** RR#: 115014023
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 misunderstanding regarding our return policy during the events where the original return location has unexpectedly closed. In this instance, the location had a return box for after hours returns as well as the airport location was located across the street from the return location. Therefore, a refund was not warranted in this instance.
However, as a gesture of customer service we are working to adjust the final invoice billed. Based on our records, the final total billed for your invoice is $575.98 and of that balance your financial institution only authorized a portion of the amount for payment in the amount of $528.00 leaving an outstanding balance of $47.98 which has been sent to our Direct Billing team for collections. With this in mind, we have requested the billing for the balance of $47.98 be closed. In which case, the remaining balance for the difference in the amount of $198.35 is being processed to the charge card originally billed. Please allow up to 5-7 business days for the amount to show on your billing statement.
Initial Complaint
Date:01/12/2023
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.
I rented a car with Hertz on 12/2/22 at the ******************** in **********. When we were at the counter, I specifically asked the attendant to modify my reservation and update the drop-off location of the vehicle to ********** as we were departing from there early in the morning. I specifically asked if there was any other charges related with this changes and I was told it was NOT. As you can see on the receipt attached, it notated the update drop off location to LA and the total charge amount of $898.49. When I reviewed my AMEX card, I was charged an excess of $510.94. I immediately called Hertz customer services and I was told that it was a charge due to me dropping the car at another location, which I had clearly communicated that I was going to do and was informed that NO additional charges were involved. The representative declined to update my bill. When asked to speak to a supervisor, I was told no one was available and that I had to pay. I called in another occasions and the response was the same. No supervisor available and that the bill was what it was. I reached out to my AMEX and they opened up a claim. They reviewed the receipt attached and AMEX did not paid the excess charges that HERTZ billed me as they realized they were at fault and unjustified charging me. Now, I am receiving a bill directly from HERTZ that is showing the excess milages and they keep not acknowledging they are over- billing me and taking advantage of consumers.
Business Response
Date: 01/19/2023
Complaint ID: ********
RR#: 106418605

Thank you for contacting us. A review of your charges indicates the mileage was estimated at 240 miles, however you drove 675 miles. *** mileage charge is $.99 per mile. Based on this information you were properly charged. Due to the chargeback you initiated please be advised the balance owed is $510.94.
Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.
Customer Answer
Date: 01/19/2023

Complaint: 18711930

I am rejecting this response because: There was no disclosure ************ of mileage when we rented the car. This is deceiving to customer and not good business practices. As consumer, you are did not fully disclosed to me that before I rented the car.

Sincerely,

*********************
Business Response
Date: 01/23/2023
Complaint ID: ********
RR#: 106418605

Per the signed rental agreement the mileage charge was acknowledged and accepted. After a thorough review of this matter, we stand by our original decision. Although the resolution is not what you preferred, no additional action is warranted.
Initial Complaint
Date:01/12/2023
Type:Customer Service 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.
The complaint is regarding my revervation K3433913639. I reserved a car online at Hertz.com to pick up at ********* Hertz to pick up at 4 pm on Dec 16th and return on Dec 23. When I got there, the store staff told me they don't have anything (none, no upgrade or downgrade) available until Monday, Dec 19. I called Herz and the lady on the phone basically said there is nothing they can do and asked me to try to book again with an airport hertz which is 30 miles away. I asked if Hertz could give me a ride or cover the Uber fee, but she said she couldn't answer and transferred me to her supervisor. The supervisor basically said the same thing, not only is there no ride or Uber compensation, but also if I pick up from the airport location, I need to pay $ 100 more. I've been a loyal customer of Herz for the past 8 years. I'm disappointed with this experience for a couple of reasons:1. The three employees I was in contact with, in-store, and over the phone, didn't show effort trying to help. 2. The store staff told me, that's how this is, reservation is not guaranteed. The whole point of the reservation is that both parties honor the contract. I get a penalty for no-show and ***** should make sure I have the car I need. 3. Even worse, the supervisor on the phone tried to rebook me to a pickup location that was 30 miles away and changed 100 more and refused to offer a ride or Uber. When I complained that this is unfair, he said I'm at the reservation department, if you want to complain, you could write an email to the customer service department and customer service does not have a phone number. Here it was: it was 10 F outside, I have my family, and my luggage and I'm supposed to write an email to customer service and wait for their response? 4. The employee blamed me for doing the same-day booking and said that is why the car is not ready but I received a confirmation saying it is confirmed. And, in fact, I booked the car a week ago, it shows as a same-day booking because I canceled the old book and immediately put in a new one to extend the rental period. Had I kept my old reservation (K33638692E0), they would still have no car available. 5. Hertz's online book system was unreliable. When I was talking with the store employee and the staff over the phone, it sounded like this happened because the story invention was not updated so on the website, it still shows there are many cars available. This is apparently a maintenance issue on Hertz's side but I'm the one who had to pay for it.6. When I was booking online, the price kept changing each time I refreshed the page. I saw at least 3 different versions of the price, around 240 a week, 280 a week, and 380 a week. Note that I checked the price within 30 minutes period and didn't put in any coupon code or company code. It looks like either the web is breaking down or Hertz is trying to manipulate the price. I think ****** should inspect those issues and try to improve customer experience if you still care. I contact Hertz's ************************** Team at *************************************************** or ************** prior to contacting BBB as recommended by three weeks has passed without any response.
Business Response
Date: 01/23/2023
BBB Complaint: 18726346
Reservation# K3433913639
This is in response to Bing ***
I regret the troubles you experienced on your recent rental in *********, **. Reservation K3433913639 was booked less than 24 hours before pickup While we do state the car class you reserved will be available at pickup. The location requires advance notice to ensure available upon your arrival.Regrettably, same-day booking does not guarantee a vehicle as on rare occasions unforeseen situations may arise that result in vehicle shortages. Please rest assured your comments regarding your experience will be addressed internally.
With the above in mind, I can confirm proper procedures were followed and therefore a refund is no possible. However, as a customer service gesture, I have applied 950 points into your account to use toward a future rental.

While I understand this is not the outcome you were anticipating;we ask that you respect our position on the matter as we consider it fully addressed.

Thank you for contacting us.
Customer Answer
Date: 02/03/2023

Complaint: 18726345

I am rejecting this response because: Hertz was claiming the car was not available because it was a same day reservation, which sounds like an excuse for 2 reasons. 1) When I placed the reservation order, no information or reminder about "same-day reservation is not guaranteed" was sent to me. 2) my reservation shows as a same day reservation because I canceled the original order (which I had placed a week in advance) and placed a new one immediately in order to extend the rental for a few days. Had I not made this change and went to Herts with my original reversion, there wouldn't be any car available either (the in store staff told me they have rented out all the cars any before and wont have any available until the next Monday (which is 3 days away).
In addition, Herz executive customers service says "We are doing our best to ensure you receive a priority reply. Please expect a personal response from an *********************** Representative within 6-8 business days or earlier." I contacted them on Dec 16 but still no response to this day.
I don't think **** takes care of this case fairly and is really trying to fix the problem in their system.

Sincerely,

Bing Hu
Initial Complaint
Date:01/12/2023
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.
On Dec 18th I booked a rental car for a week in ****** ** (reference number: ************. My pick up date was Dec 25th, with a drop off date of dec 31st. On the date of travel, flights became delayed and canceled, causing us to not make it to ****** on time. I called Dollar customer service to inform them, and I was told that since it was a prepaid rental that as long as I arrived within 48hr I would be okay and not to worry. we found a flight to orange county and booked a one way rental from there to ****** (reference number:***************************************************. Upon arrival in orange county we, along with 20 other customers, were told that hertz could not honor any reservation due to a lack of vehicles. There was no attempt made to help costumers with alternate travel arrangements. I was able to get a one way rental from ***** but this was over 2x the cost of my confirmed reservation that hertz could not honor. The following day (Dec26th), we drive from orange county to ****** to drop off the **** rental and pick up our dollar rental for the week. When I get to the counter I was told that they are not honoring any reservations unless the pick up was scheduled for Dec 26th. I try to explain that I had spoken with costumer service the previous day and They promptly replied that the costumer service was wrong, they do not recognize the 48 hour policy and I would have to make a new booking at the new price if i wanted a car. I reluctantly made another booking (reference number: ***********). This booking was a 60% increase compared to my original, even though it was for the Same car and for 1 day shorter duration. Additionally, the car was only avaliable because I was unable to pick it up the day before. I am currently $960 into 4 seperate rental car reservations which should have only been $337 based off my initial reservations that hertz refused to honor.
Business Response
Date: 01/23/2023
BBB Complaint: ********
Reservation# ***********
This is in response to ********* *********
Upon receiving your complaint, I immediately reviewed calls
during your rental time and was unable to locate a call to confirm we will honor
the reservation for 48 hours. Our records also show you prepaid the reservation
through a 3rd party booking site, in this case, Priceline, it is the
third-parties responsibility to provide clear explanations as they may use
different terminology than ours. Regrettably, we are unable to hold a
reservation more than 2 hours before the rental pickup time. We recommend adding
your flight information to your reservation to ensure the location is aware of
any delays or late flights. Rates are only guaranteed at the time they have
confirmed any changes made during the rental time frame are subject to a rate
change.

Based on the above information, we have determined that
the location followed policy and therefore respectfully decline a refund as the
charges are correct. We recommend contacting Priceline directly for further
assistance.

While I understand this is not the outcome you were anticipating;
we ask that you respect our position on the matter as we consider it fully
addressed.

Thank you for contacting
us.
Initial Complaint
Date:01/12/2023
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.
Car rented from Hertz damaged my car And the driver was a volunteer which the renter rent the truck for event . Since the Hertz is self insured after the accident I filed a claim with ESIS is the claim handler company but they hey denied my claim because the renter was using the truck for business use .Now Im stuck without any solutions.Hertz claim # ******** Esis claim # ************** Please help Thank you
Business Response
Date: 01/25/2023
BBB Complaint: ********
This is in response to ***** ******

Upon receiving your complaint, we immediately reached out to our ESIS team on your behalf regarding the damages to your vehicle.
Based on the information they provided you were contacted by our claims team on 10/12/22 with the email address to contact the WTS Player to which the rental is with there are no special liability limits associated with this program and should be covered by the services WTS Player. Our records also show when the adjuster spoke with the renter company, they advised they would pay for repairs out of pocket. Follow-up emails were sent to you directly as well as the other party to attempt to coordinate repairs. We recommend referring to the information provided to you by our claims team for further assistance.

Thank you for contacting us.
Initial Complaint
Date:01/11/2023
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.
Hertz recovered my vehicle today due to their system not updating that payment was received. I went to the Hertz location on ***********. in *******, ** where the manager ******* S was very adamant about not renting me out another vehicle. I spoke with ***** from the vehicle recovery department whom stated that the vehicle should not have been recovered and that my status was not in suspension. ***** stated that I should be given another vehicle in which the new manager ******* was very combative and refused. He stated that "I was lying about repossession communication" while another employee chimed in stating that "I should've paid the bill". Not only did ******* have a very nasty and aggresive demeanor, he refused to hear and/or contact the corporate office to resolve the issue. I then spoke with another representative by the name of ************************* out of OK who advised me to return to the location so that she could speak with him to resolve the issue and once again ******* very nastily refused. He finally spoke with ******* on the speaker phone in which he told her that he would not rent out another vehicle to me until the previous vehicle was returned. ******* stated that her manager ******* would possibly be in meetings all day and could take a message for a callback, in which she could not give me a time frame on a callback. No one has been able to give me a time frame as to when the vehicle will be returned. They advised that the vehicle was being transported to the holding location in Fraser. I was provided an incorrect contact number for that location and no direct contact for the ******************* they told me I had to make a claim through. The vehicle in repossession has my daily work materials, my primary debit card, and other personal possessions. I would simply like to retrieve my items and if possible obtain another vehicle if not the same. I would gladly appreciate if someone would contact me to resolve this manner. Thank you. God bless.
Business Response
Date: 01/20/2023
Complaint ID: ********
********************** RR#: 109069096
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 concern caused regarding your recent rental with Hertz/Uber. As these are special contracts between Hertz and Uber, they are handled by the location directly. Therefore, upon receipt of your inquiry, we immediately reached out to the renting location for their further review and assistance. They have advised that on 01/05/23 your rental contract went into an overdue status. As such, a repo was hired on 01/09/23 and the contract closed on 01/12/23. They have confirmed that you were required to visit the branch to either return the vehicle or rewrite the contract at 4 weeks as outlined on the rental agreement. Upon closing, they have also stated that the payment was unable to be secured at the counter which prevented them from providing another vehicle.
We have also confirmed a representative from the branch has reached out to you directly by phone regarding your personal items when the vehicle was received. They have advised that on 01/16/23 you were able to retrieve your personal items at which time you also returned the vehicle keys. We are pleased that our branch was able to get your items back to you from the vehicle after it was towed. We also regret that you were unable to secure another vehicle at the time of your visit to the branch. Rest assured, your concerns with the service received at the branch has been reviewed by the Area Manager over the location for their full review and corrective action.

Customer Answer
Date: 02/07/2023
On January 4th, 2023 a payment was made to Hertz for the 4th week of my rental. I was required to visit the branch to renew my contract. The branch is open only from 9-5 Monday-Friday which is my personal work schedule as well. Multiple attempts were made to contact the branch with no one available to speak to me or call me back from the **************** The vehicle was repossessed on the evening/early morning of January 10th. No communication was made that the vehicle was in danger of repossession. Jan 11th the new supervisor ******* informed me that the vehicle was repossessed and that I would no longer be able to rent from Hertz in the future. Stating "that I should've just paid my bill." I spoke to ************************* from the ******** corporate office who informed me that the system didn't update the payment received and that the vehicle should not have been repossessed. ******* also verified that I was not on the do not rent list and to return to the branch to receive another vehicle. Upon entering the branch, I was aggressively approached in a threatening manner by ******* in which he asked "What's going on?" I proceeded to inform him of what the corporate office said and he says "We not doing all that". Security cameras could verify this encounter. He refused to listen or offer a resolution. Another employee approached us as if he was going to hold ******* back. While in the branch I called ************************* back so she could speak to him directly. Initially he would not speak to her from my phone yet refused to give a direct number for ******* to call into the branch. I then got ******* to agree to speak to her on speaker phone, in the lobby, in front of many customers waiting in line to be serviced. He very rudely told her he was not renting out another vehicle to me with no customer resolution. ******* informed me there was nothing she could do and that she would raise the issue to her supervisor "*******" and she would be giving me a return call. No one has returned my call to this date. I was contacted by the lost and found department to retrieve my personal belongings from the vehicle which had been gone through with no care in regards to my personal property. I would not like anyone else to experience this type of service.

Sincerely,

***************************;
Business Response
Date: 02/14/2023
Complaint ID: ********
RR#: 109069096

I apologize for your dissatisfaction. As the matter has been addressed internally there is no additional communication necessary. Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.

Customer Answer
Date: 04/07/2023
After several attempts Hertz Nor Uber were able to supply receipt of payment for authorization charges. I've attached the Emails i received , the receipt hertz was able to provide, the email notification that payment was made and the rental was extended, I also included the email sent from the repossession department prior to my payment no emails like this were sent after I extended the rental.

Business Response
Date: 04/07/2023
This is in response to complaint# ********

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

Thank you for allow us the opportunity to readdress your concerns.

I apologize for the inconvenience this has caused you. I completely understand that you wish to obtain a copy of your final receipt. A copy of the receipt was sent to you on April 3rd for your records.

For future reference, you may obtain a copy of your rental receipt through the Hertz website by clicking on "Customer Support" and "Request a Receipt."
Regards,

Customer Answer
Date: 04/10/2023

Complaint: 18722985

I am rejecting this response because: *********** still has me on the Do not rent list and I was charged 2000$ once the rental was returned.

Sincerely,

*******************

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