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

7,189 total complaints in the last 3 years.
1,717 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:12/01/2022
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.
On Nov 10 I booked a car to be picked up from Hertz on Nov 20 in ******* **, with a drop off at ************ on Nov 21.The morning of my reservation the rental pickup was for 7:30AM, but the website said the location opened at 9, so I went to pick up the car at 9:55AM, which was a little later than expected because of the time to find a ride to the airport (Uber). When going to the desk to pick up my car the agent at the rental counter said she would not be able to rent me a one way rental car, my reservation had been canceled because it had been over 2 hours since the pickup time, and she had no cars to give me. She offered that I should see if the other rental counters would rent me a car and there was nothing she could do. She said this all with a smile. I was left with a stunned feeling and no way to travel from ******* to a meeting in *******. The phone CSR told me because it is a franchise location and there was nothing she could do for me other than possibly get me a car in ******* (150mi away), and then hung up the phone on me. While I was there trying to figure out what to do, a customer returned a car, but desk agent said she could not give me the car despite my reservation, although possibly I might get one at 5PM as long as I promised to return the car to the ******* location.As a longtime Hertz member and with over 10 rentals in the past 12 months I am shocked at the treatment I received.
Business Response
Date: 12/07/2022
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 inconvenience caused when the location in Augusta was unable to provide a rental vehicle for your travel needs. One point that we do want to address is the level of service that you received from our staff at the branch. All Hertz employees are expected to be friendly and courteous when assisting our customers. It is the minimum that our customers should expect. We are sincerely sorry that this was not your experience on this occasion. Rest assured your feedback has been shared with the licensee owner for their review and corrective action where deemed necessary.
As such, if alternate transportation was utilized through another rental agency at a higher rate due to a last minute rental, please provide us with your final invoice from the other rental agency so that we may review for possible reimbursement in the difference in cost.
Initial Complaint
Date:12/01/2022
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 from the ************** Hertz Rental Location # ****** while visiting ******** from 8/31/22 to 9/4/22 which was pre paid on 7/26/22 for $417.48. My flight back to ************ left at 5:30am on 9/4/22. I then received a bill which stated that I didn't return the rental til 9/10/22, which is simply not true. Not only was I charged for an extra 5 days, but also a late return fee and a fee to fill up the gas tank which I did right before dropping it off on 9/4/22 at around 430am before catching a 530am flight. They removed the fuel charge and I was also told that they were going to correct the rest of the false charges. Now, about 2 months later, I received a bill for all of the incorrect charges and when I try to call I can't seem to talk to anyone who can actually resolve it and they are threatening me with sending it to collections. I have included receipts, one showing when I filled up at the ****************** station right next to ************** at 4:16am on 9/4/22, another receipt showing that I paid for the parking at ******************** when we arrived back home on 9/4/22 at 11:42am. I also included my flight itinerary and car rental receipts and invoices. I would also like to say that this is an absolutely unacceptable experience, I am forced to be severely inconvenienced by wasting my time and the power that Hertz can hold over my financials and credit should be criminal. This was completely an error made by Hertz, and the fact that they don't have the proper practices in place to ensure this doesn't happen is extremely concerning. I really do believe this should be investigated further to make sure this isn't a scam that is knowingly being conducted.
Business Response
Date: 12/09/2022
Complaint ID: ********
********************** RR#: 833369810
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 frustration caused by the additional billing incurred when your return date was incorrectly reflected on your invoice. With consideration of the documentation provided, we have processed a credit for the additional days billed. The refunded amount of $694.12 was processed today and will show on your billing statement within 5-7 business days. Rest assured, your feedback is being addressed with appropriate management for their full review and corrective action.
Initial Complaint
Date:12/01/2022
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 live in ********* and came to ******* on vacation in 2019 and was overcharged on a rental at the branch located at ***************************. At the time, the employee did not know how to refund me the overcharge. Instead, she issued me a rental credit of US$100. This was issued on 07/18/19. In March 2020, before I had a chance to use my credit voucher, the ***** pandemic hit and our government closed *********** borders. These government restrictions were only lifted in January 2022. In October 2022 I went to ***** on my first vacation since 2019 and spoke with a Hertz branch to honour the voucher and they would not.This is extremely unfair, this was an original overcharge of my money taken. It is not my fault that ***** hit and the government closed the borders. I live in *********, ******* is not a close, easy or cheap destination to go to. And yet on my first trip back to ******* to be able to use my voucher, it was not honoured.I also attempted to use it in ********* at a Hertz before the expiry date and they would not honour it there either. So you have essentially taken US$100 of my money and will not either return it or provide me with an option to use it.Certificate #*******-0 PC#*****
Business Response
Date: 12/06/2022
Complaint ID: ********
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 difficulties caused when our **************** team was unable to provide a replacement certificate and our branch in ***** was unable to apply the certificate to your recent rental. Typically, these certificates cannot be replaced once expired per our Terms & Conditions; however, we understand the difficulties and restrictions travelers faced during the Covid-19 pandemic especially when traveling abroad. Therefore, we would be happy to assist with your request.
In order to consider providing credit for the expired certificate, please provide us with a copy of the expired certificate with the word "VOID" written across the front. In addition, if you would like for us to review to possibly apply the discount to your recent rental in *****, please confirm your rental record number as we have been unsuccessful in locating a rental under your first and last name in our ***** locations.
Customer Answer
Date: 12/07/2022

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. However, there is further action on Hertz's part required.
Please inform them of the following - I did not go through with the car hire in ***** as I could not use the voucher so I did not want to continue with the car hire. I have Voided the voucher as per your request, could you therefore please re-issue the credit note of US$100. Is it possible to have it valid for 18 months instead of 12 months? I'm not sure I will be able to get back to ******* from ********* in the next 12 months. As I'm sure you can appreciate, it's very far and very expensive to get to ******* from *********.

Sincerely,

***********************
Customer Answer
Date: 12/16/2022
Hertz responded to me with a solution of a new credit voucher, I accepted this as reasonable on 6^th December, however I am yet to receive this voucher. Could you please re-open my case as I am now not satisfied as they have not provided the promised credit voucher.
Business Response
Date: 12/20/2022
Complaint ID: ********

This correspondence is being sent in response to ************************
We apologize for any confusion caused; however, as requested in our previous response we must have a copy of the certificate with the letter "VOID" written across the front in order to reissue a replacement. We do not show this documentation was provided and therefore the certificate was not confirmed as being reissued.
Customer Answer
Date: 12/21/2022

I did upload the **** voucher. When you look at the acceptance message from 7th December;
Customer Answer
Date: 12/21/2022

I did upload the **** voucher. When you look at the acceptance message from 7th December;
Business Response
Date: 12/22/2022
Complaint ID: ********

This correspondence is being sent in response to ************************
Thank you for providing this documentation. We have reissued the certificate to you at the mailing address provided.
Customer Answer
Date: 01/19/2023

On Dec 22nd, I was told that "We have reissued the certificate to you at the mailing address provided". It has been 28 days and I am yet to receive anything. Standard postage times from *** to ******** is **** days and this has far surpassed that. Please contact Hertz and ask for an update on my re-issued certificate.
Business Response
Date: 01/20/2023
Complaint ID#: ********
This in response to ***********************, thank you for allowing me to revisit your concerns.

According to our records, the request to mail you a rental certificate has been processed. Please allow more time as our supplier has not been able to print the certificates; therefore, we are experiencing a delay in this matter. As soon as the issue is resolved your certificate will be mailed to the address on file as intended.

Kind Regards,
Customer Answer
Date: 01/21/2023

Complaint: 18487480

I am rejecting this response because: I actually received the certificate in the mail today, so thank you for that. However, I was disappointed to see it has an expiry date of 30 June 2023. This is only 6 months from when it was issued. It took a month to be delivered so that just leaves me with 5 months. Considering I live in *********, it's not so easy to be able to organise a trip to ******* within 5 months. I would have expected a 12 month validity seeing as my original voucher was 12 months. I can get to ******* in 12 months. If you are not able to change the expiry date, could you at least remove the 'non-transferable' condition on it? My sister and partner will both be in ******* sometime in the next 5 months and I could at least give it to them to use if you can't extend the expiry for me to be able to use it.

Sincerely,

***********************
Business Response
Date: 01/24/2023
Complaint ID#: ********
This is in response to ***********************, thank you for allowing me to revisit your concerns.
Our rental certificates are issued in 6 month increments. My apologies for the confusion in this matter. Normally, when a certificate expires, we do not reissue them; however, in this instance if you find that you have not travelled before it expires, please contact us to have another reissued. This is a work around as we cannot change the date on the certificate. Do not hesitate to contact us directly at *************************************************** with a copy of the word "VOID" handwritten on the front and back of the voided certificate attached asking that it be replaced if you find you are unable to consume it before expiration.

Kind Regards.
Customer Answer
Date: 01/24/2023

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.

Sincerely,

***********************
Customer Answer
Date: 07/07/2023

Complaint: 18487480

I am rejecting this response because:

I am unable to log in to my complaint as the link has expired.

Hertz replaced my voucher which was the resolution, however when I received the new voucher in the mail, it had an expiry of 6 months - June 30 2023. I told Hertz at the time that it's a bit unreasonable to offer a voucher of only 6 months when I live so far away from the USA. At the time Hertz said to get in touch once June 30 had passed and if I hadn't been able to use the voucher, that they would issue a new voucher.

As I can't get into the system to get their details to have this request actioned, could you please raise this with them?

Attached is the expired voucher.

Sincerely,

***********************
Business Response
Date: 07/12/2023
Complaint ID: ********

I sincerely apologize for any misunderstanding. Our current rental certificates expire December 2023. Please advise if you will be renting before December 2023 or when you plant to rent again and we can determine how we can resolve.
Customer Answer
Date: 07/17/2023

Complaint: 18487480

I am rejecting this response because:
Thank you for your response. I am hoping to travel to ******* before December 2023, but if not, I will definitely be travelling to ******* before June 30 2024.

Sincerely,

***********************
Business Response
Date: 07/18/2023
BBB Case number:18487480

Res ID or RA #:NA

This is in response to ***********************,

If you are not able to travel before December 31, 2023 to use the $100.00 rental certificate. Please contact us back in the fall of 2023, we will then have the new certificates that will be good until June 30, 2024. Regrettably, we do have those certificates yet.

Thank you for contacting us.
Customer Answer
Date: 07/25/2023

Complaint: 18487480

I am rejecting this response because:
Thank you for your response. Is there a direct contact person or email address for me to do this so I don't have to go through BBB again if I need an updated voucher?

Sincerely,

***********************
Initial Complaint
Date:12/01/2022
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 through Hertz on Nov 30. I originally reserved it for a week however my insurance took care of the rental so they had me return my booking, let them cash it out and rebook under the insurance claim. They charged me the full price instead of transferring the balance to the insurance as asked. Ive been on chats and calls all day. I want my money back. I will not pay for a week when it should be billed to the insurance.
Business Response
Date: 12/06/2022
Complaint ID: ********
********************** 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 concern caused regarding the billing of your rental. Upon receipt of your inquiry, we immediately began an investigation into the charges billed. We have found that a credit is due in this instance based on the information logged by the branch. Therefore, we are processing a refund of all but one rental day on RR# *********. The credited amount of $253.47 was processed today and will show on your billing statement within 5-7 business days.
Customer Answer
Date: 12/13/2022

Complaint: 18486443

I am rejecting this response because: they refunded me $253 then charged me again for $148. This is an insurance claim. I should not be receiving a bill at all.

Sincerely,

***************************
Business Response
Date: 12/15/2022
Complaint ID: ********
********************** RR#: *********
This correspondence is being sent in response to ****************************
We apologize for any confusion caused; however, your rental under RR# ********* was not set up as an insurance replacement contract. Since our records show this rental was kept from 11/30 at 09:17 and returned at 11/30 at 16:48, one days rental charges are applicable as we bill on a 24-hour minimum basis. We do not show a second insurance replacement contract which overlaps with this rental for the remaining duration of the rental period. Please provide us with the rental record number for the second rental, since you have indicated it was billed to your insurance company it will begin with the letter H as it would be an insurance replacement contract and not a standard contract as listed above.
Customer Answer
Date: 12/15/2022

Complaint: 18486443

I am rejecting this response because: I have attached the insurance record.

Sincerely,

***************************
Business Response
Date: 12/20/2022
Complaint ID: ********
********************** RR#: *********
This correspondence is being sent in response to ****************************
Thank you for providing the requested information. We apologize for the duplicated billing of your rental and have processed a refund of the remaining charges on RR# ********* in the amount of $64.64. This credit will show on your billing statement within 5-7 business days of this date. Rest assured, we have also shared this information with our Area Manager in ********** for their full review.
Initial Complaint
Date:12/01/2022
Type:Customer Service 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 reserved a large luxury sedan confirmation# k3152680284 on 11/28/2022 from ********************** Int Airport. When arriving to pick up the vehicle the manager ****** at the location did not have a luxury vehicle he also did not even have my name up on the ********** for a vehicle, he preceded to look for my reservation in the system and said he has **** mustang for me, I told him no I reserved a luxury vehicle I have 3 other people traveling with me that won't work, so he told me either I have to take ***** malibu or a ***** Equinox, so I took the ***** Equinox because I had no means on transportation to travel. So I had called customer service and was told to take the vehicle to any hertz to do an exchange, I went to the other Hertz location on ************* in ********* ********, and the Manager there said he didn't have anything available, that was understandable, so was told to go the hertz location in *********, *******. So i preceded to go the Hertz location in *********, where the Hertz representative there stated she couldn't do an exchange because she didn't have any cars. So customer care checked a location in Merriville ******* said that they had luxury vehicles went to that location and was told they don't know why, customer care told me that, they couldn't do an exchange because they didn't have any cars. so, by this time the key fob on the ***** Equinox was not being recognized by the vehicle so I drove to ******* Midway Hertz. So, after speaking to the manager there and explaining the problem that was going on, she told me that she can only exchange the vehicle for another ***** Equinox or a ***** Malibu a few downgrades from what I reserved. Even after I saw several luxury vehicles on the lot. The Manager there gave me ***** Equinox with ***** and the vehicle reeked of smoke so so bad. I have been loyal hertz customer President ****** for many years, and to be treated like I have in the past few days was very traumatic and disheartening, my trip was ruined, and this the second time Hertz have done this to me. I would very much so like my points refunded I used for this rental for a week.gold number: ********
Business Response
Date: 12/06/2022
Complaint ID: ********
********************** RR#: 104122631
This correspondence is being sent in response to a query made by *********************. Thank you for allowing us the opportunity to review your concerns.
Please accept our sincere apologies for the fact that the vehicle booked was not available. We understand that careful consideration is made when choosing the vehicle you require, and that is why we have such a wide range of vehicles available in our fleet. While we do state that a vehicle from the class booked will be available, on rare occasions,unforeseen situations arise that are beyond the branches control. This is usually caused by late returns, extended rentals, damaged vehicles etc. When it does occur, our policy is to provide a vehicle from the next available group at no extra cost.
Our records show you reached out to our **************** team on 11/30 regarding this matter, at which time they provided assistance in crediting back ***** points to your account balance. We are pleased to see they were able to assist with providing these points and have confirmed the points were added correctly on this date.
Rest assured, your comments about the rental experience and vehicle provided have been shared with our Area Manager in ********* for their full review and corrective action where deemed necessary.
Customer Answer
Date: 12/07/2022

Complaint: 18485783

I am rejecting this response because: Not only that they didn't address the several problems, that occurred on this rental, they didn't even have the decency to even offer me a free week with the proper class that I reserved, after ruining my trip with a vehicle that smelled like smoke and also telling me to exchange it at another location get to that location, and they tell me that have to take it to the original location to do an exchange, which was 200 miles away. I've been renting from hertz a very long time, continuing be a loyal customer even after being treated like this before, they didn't even try to call me to even hear my complaint in person.

Sincerely,

*********************
Business Response
Date: 12/08/2022
Complaint ID: ********
RR#: 104122631

I sincerely apologize for any inconvenience you experienced. In the interest of customer service I have reinstated the remaining ***** gold points that you redeemed on your reservation. The points post to your account immediately.
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: 12/08/2022

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:12/01/2022
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 vehicle from Hertz on 11/21/2022 and they advised me I also needed a $200 deposit IN CONJUNCTION with my CC being on file. I questioned it and the rep said, its just what Hertz do, you know like hotels. I proceeded to tell her I was well traveled and no hotel have never required both, that is the reason a company asks for a CC. Because I was in a crunch to get my family home for the holidays, I allowed such. Fast forward to the vehicle being returned, I followed their protocol of parking the vehicle and leaving keys in. The next day, I see a charge of an additional $234 on my CC. I called and rep told me, oh, the contract was not closed out, Ill request this be done and your deposit and additional charge will be returned within **** hours. I reluctantly let this play out and awaited my money to be returned. The following day (2days after return) same thing happened. The following day (third day) the actual rental amount, plus my $200 deposit was debited along with the two other charges still being there. I gave it one more day seeming maybe the transitions were crossing each other and it would balance out the next business day. The fourth day, nothing happened, still holding my money! Called a supervisor and she started reading their script about deposits. I informed her that they have held in access $700 of MY money for a bogus deposit, two illegal charges after returning their property, and the rental amount which was itself in access of the contracted amount after returning the vehicle on time, full with fuel and even cleaned out. She continued to read her script as though this was a normal deposit situation. I asked her was this their protocol usually and she said, no, but deposits will be returned and I will adjust the rental charge to the correct amount. You should see this reflect within 7 business days. I might have to take legal action to recoup my money plus interest for illegally holding my money due to the companys incompetence.
Business Response
Date: 12/07/2022
Complaint ID: ********
********************** RR#: 101803660
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 confusion or inconvenience caused regarding the charges billed for your rental. Our records show this matter was addressed via telephone conversation with our **************** Supervisors on 11/30/22. During this conversation, they confirmed the vehicle reflected the incorrect return date as the car was returned on Saturday 11/26/22, the final invoice was generated when the location reopened for business on Monday 11/28/22. However, since your rental was booked for a week rate originally, the same weekly rate was applicable as a weekly rate encompasses a 5-7 day rental. There was a slight discrepancy for the taxes and fees for the additional two days incorrectly added plus a late return fee. Therefore, our **************** Supervisor provided a credit of $27.39. Though processed on 11/30/22, it will take 5-7 business days for the funds to show on your billing statement.
As with the refunded amount above, when the vehicle was returned and closed out, an electronic release was sent to your bank immediately for release of any pending transactions. This takes place at the time the final charges are billed; however, depending on your bank this can take, on average, 5-7 business days to not reflect as pending transactions. The additional holds placed on your card were not full charges as the final charges are only processed when the invoice is generated.
We have attached your original rental agreement as well as your final invoice which shows the total charges billed after the before-mentioned credit match the total estimated charges on your rental contract. Rest assured your concerns have been shared with appropriate management for their full review and corrective action where deemed necessary.
Initial Complaint
Date:12/01/2022
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 successfully returned a vehicle to the **********,** location last summer without incident. ************************* filed an insurance claim 5 months later for damages on a rental car. After several failed attempts to get a manager to call me ; I'm still left at square one. No one will return my call. Yesterday,I got a notification from Hertz customer service about $2,000 in damage on a rental car. I was able to obtain documentation from Hertz customer service. No one reached out to me to discuss these "damages". I've called, no one answers the phone. I've been to the location several times asking for a follow-up. Conveniently the manager is always missing. The coup de gras, is when I read over this insurance claim from ************************* - stating "... It looks like the customer tried to squeeze into a parking space and hit the car on both sides". He then proceeded to file an insurance claim against me for $2,000 without my consent. Without my knowledge, without anyone reaching out to me.I've tried to give this location the benefit of the doubt, but I'm completely debunked. When I returned this rental 5 months prior would have been the most appropriate space to confront me about these "so-called damages". But instead, ************************* ***** 5 months to file a sketchy insurance claim against me. Why wasn't this brought up when I returned the vehicle? Completely unorganized and unprofessional. This entire process has been extremely stressful. Reading over the paperwork, it seems that in order to fix damages on a rental car it has to be permissed by the insurance company. But instead I learned that the $2,000 in repair has ALREADY been completed and now they're footing me with that bill. If I could give zero stars I would.
Business Response
Date: 12/06/2022
Complaint ID: ********
********************** RR#: Unknown
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; however, our records show several reservations under your first and last name at our Union City location in Summer 2021. So that we may further review this matter, please confirm the dates of your rental or provide us with the reservation number and/or rental record number. You may also upload any documentation received by our ***************** Offices. We look forward to hearing from you soon.
Customer Answer
Date: 12/08/2022
Reservation #*********
Business Response
Date: 12/28/2022
Complaint ID: ********
RR#: 591604436

Thank you for contacting us. We appreciate the opportunity to assist. We have reviewed this matter with our ***************** who has advised the claim was filed with Geico on 08/24/22. Our ***************** contacted you to advise they received payment from Geico on 11/22/22, however there was a balance remaining that you would be responsible for. They called you on 11/29/22, however you indicated you were driving and busy. You called them back the next day and asked that the documents be emailed to you. They agreed to do so. You replied to the email on 11/30/22 stating that there are some discrepancies with the paperwork you were sent and that you cannot assume liability for all the damages. You also requested breakdown of the remaining balance. The agent replied the same day with what the breakdown of the remaining balance was .He then received a dispute email from you on 12/06 again stating you spoke to a service rep about a minor scratch and there are now discrepancies in the damages we are charging. The agent then replied the same day asking you to verify what discrepancies you were talking about from the damage. You replied on 12/12/2022 stating that you discussed a small scratch with the rep and now we are billing you more damages 5 months later. You also stated that your insurance already paid Hertz for the amount of damage you did. A reply was sent on 12/13/2022 advising you that your insurance approved $1168.41 in damages but only paid out $168.41 because you have a $1000 deductible. You were also advised that ***** did not cover the fees under your policy either.
It should also be noted that ***** indicated during several conversations with our ***************** that you were non responsive to their communications for several months in regards to this demand. They noted they reached out at least 4 times without a response before you communicated back to them.
Based on this information we find that you were correctly charged and the damages are correct.
Customer Answer
Date: 01/06/2023

Complaint: 18482473

I am rejecting this response because: I was charged for damages that we're not previously discussed between myself and Hertz rental car upon returning my vehicle.

Sincerely,

***********************
Business Response
Date: 01/10/2023
Complaint ID: ********
RR#: 591604436

Per our previous detailed response, you are being correctly charged for damages. Please provide in detail which damages you are disputing so that we may properly address.
Initial Complaint
Date:12/01/2022
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 complaint is in regards to rental record #*********. I rented this vehicle on November 18th and was expected to return it on November 26th. While driving down a 9% incline over more than 10 miles on I-70 in ******** with my wife and three kids in the car on November 20th, the brakes failed. I nursed the car into our final destination and requested an exchange. Hertz first asked me to return the car to them - I refused telling them it was a safety issue - then they agreed to tow it but would not agree to deliver a car to my destination.I told Hertz I wanted a refund - they said the contract would need to be closed by ****** Int'l Hertz location in order to process. On November 26th - after making alternative travel arrangements out of my own pocket - I departed ********. On November 27th, 28th, and 29th I received $75 holds on my credit card each day. I contacted Hertz and they said it was automatic charges as if I had not turned in the car. I spoke to an individual who was able to track the car down - on Hertz's repair lot in ******! - but said no one had checked it in. He said he'd try to help get them to check it in. But it still hasn't been checked in.I've contacted AMEX to block payments to Hertz but at this point I'm filing this complaint to get a refund and create a record that in fact Hertz is at fault here and not me and they should not come after me as if I haven't turned in the car. I want my money and points back and I want the contract closed by the location.Thank you.
Business Response
Date: 12/06/2022
Complaint ID: ********
********************** RR#: 100497585
This correspondence is being sent in response to a query made by *******************. Thank you for allowing us the opportunity to review your concerns.
We are very sorry to hear of the difficulties encountered during your rental when the vehicle provided to you experienced mechanical issues. 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.
Our records have confirmed the rental has been closed out at this time, we have attached a copy of your final invoice. Since points were redeemed for your rental the charges of $137.52 was processed for the taxes, fees and Fuel Purchase Option on the rental. We show a conversation with our **************** team on 11/30/22 a refund of these charges was promised. Therefore, we are processing the credit at this time. Please allow up to 5-7 business days for the credit to show on your account.
In addition, as a gesture of concern we are reimbursing the points redeemed for your reservation. As we show our **************** team previously provided a partial credit of these points in the amount of **** points, at this time we are adding in the remaining ***** points to your account. This information will be available to you immediately by logging into your account via the Hertz website or mobile app.
Initial Complaint
Date:12/01/2022
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.
Rented a ****** Outback from **-*********** 10/30/22. Rental pre-paid through Priceline. Vehicle was driven to D.C. and parked until needed on 11/2/22. Vehicle would not start. Roadside assistance responded. ******** confirmed the battery was old and said not to turn off the engine and to take it to exchange. There were no vehicles available to exchange upon arrival to ******************, the vehicle started, and I began my drive to WV for an event. Became stranded in remote mountain region with again a dead battery issue. ******** again confirmed it is a "bad battery" and not to turn the engine off. **************** told me to drive it back to ****** airport in ******** for an exchange (over 3 hours opposite direction).Manager at ****** found a vehicle and processed the transfer. He said he would offer compensation for the charges but could not do so at his location due to it being pre-paid through Priceline. He recommended discussing it at the counter at *** to get credit. However, when returning the vehicle, I was informed by counter staff to call **************** for *********************************** **************** upon my return was not helpful. She informed me the most that could be compensated is $75.00 and that I would have to take it up with Priceline to even start that process. At this point, I have already lost two days of my vacation, missed special events that were specifically scheduled for this trip and spent most of my time worrying about whether the car would start. In addition to all the wasted gas driving back to exchange the vehicle and wasted time waiting for mechanics. The entire trip was incredibly stressful and caused acute Gastritis for which I underwent surgery 11/14/22.My contract with Hertz provides that all vehicles should be properly serviced and in good mechanical condition before being released for rental. This was not the case, as two mechanics confirmed the battery was old. Further, the passenger side window did not function.
Business Response
Date: 12/06/2022
Complaint ID: ********
********************** RR#: 981689413
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 caused when the vehicle provided to you experienced mechanical issues during your rental. 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.
Our records show you entered into a rental contract with Hertz on 10/30/22 at our *********** location with a scheduled return of 11/07/22. We did confirm on 11/02/22 a call was placed to our ****************** Services (ERS) team to report a dead battery. After this call was placed, we show a vehicle exchange was made on 11/04/22. We sincerely regret the delays in when a vehicle exchange was provided to you.
Our records show our **************** team spoke with you about these issues, at which time they advised that since the rental was prepaid through Priceline, a credit could not be processed through our billing system but had to be processed through Priceline. At this time, notes were left for when ********* contacted us to confirm the credit. We do not show Priceline contacted us to confirm the credit.
We show the total charges made to Priceline for your 8-day reservation was $285.75. Our **************** team documented a refund of $75.00 or two rental days. Since the credit was not processed through Priceline, as a gesture of concern we are submitting a manual credit of 1/2 of the rental charges or $142.88. Though this credit is being processed today, please allow **** business days for the credited amount to show on your billing statement.
Initial Complaint
Date:12/01/2022
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 booked my reservation via Expedia on November 6th for a departure date of November 17th from ************************************************************* in *******, *******. My initial return date was November 20th at the Park Slope, Brooklyn, ******** location. At the pickup counter, I was told that in order to extend my trip I needed to do it through the Herts App and I would receive the same rate. This was not the case as I find out upon extending my rental on the 20th to the 21st. The rate was higher. The main issue did not unveil itself until I dropped off the rental at the Brooklyn location on the 21st. Upon the drop off I was told I had additional charges of $526.22. When I asked for an explanation the representative was very confused as to why my original receipt did not match up to the drop off receipt as the additional day had already been paid for via the app on the 20th. It turns out that these fees were an accumulation of additional drivers plus insurance per day. I did not agree to this and it was NEVER explained to me upon pick up that there would be additional fees for additional drivers. Had this been explained to me I would have never agreed to put 2 additional drivers on the reservation as neither of these drivers were even used. I ended up being charged double than what I agreed to pay. I was told this payment would not be processed for **** business days but as my bank record shows it was processed after only 2. I have been calling **************** lines as well as the local pick up number for 1 week now and have never received a call back from 5 different supervisors I was promised would contact me, as well as full invoice boxes or non-working numbers. I would like to add that upon pick up of the vehicle I informed the rep that I was currently undergoing a DUI with a non suspended license and that the ******* police department had my original drivers license. I have been carrying around my old license for purposes of identification with a black X on the back voiding the ***
Business Response
Date: 12/06/2022
Complaint ID: ********
********************** RR#: 100050580
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 confusion caused regarding the additional days billing as well as the charges incurred for the Additional Driver added to your rental contract. Please find attached your Signed Rental Contract along with the Additional Driver Rental Contract(s) which has an itemization of estimated charges based on your original return date, time and location. This documentation was provided to you at the time of rental and is the customers responsibility to review the terms of the rental contract before departing the facility.
In addition, we show your original reservation was booked for rental from 11/17 - 11/20 from ******* to Brooklyn. The daily rate provided was for $145.99/per day for a total amount of $559.87 with taxes and fees. We show this daily rate was provided to you for the 4th rental day. In addition to the base rental charges and the Additional Driver fee mentioned above, we show the Loss Damage Waiver (***) was accepted and signed for at the rental counter.
With the above in mind, a refund is not due for your rental as all charges were outlined on the rental contracts and are correct. However, as a gesture of customer service we are processing a refund of the *** at this time for $207.27. Please allow up to 5-7 business days for the credit to show on your billing statement.

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