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.
I went to pick up my rental that I prepaid for on 11/29/22 . When I got to the location A girl that worked at the ********* location ********************************* named ******. ****** into the man that was helping me ordering him to do this and that. Since I prepaid they wanted to hold a $500 deposit on my debit card instead of taking my credit card I had available. When I said I didnt have time to call and switch the payments she put her friend she was on the phone with on hold and got disrespectful. I told her to shut up I wasnt talking to her and to get out of my business. She then told her coworker not to rent to me and he wouldnt. They said they didnt need a reason to deny service and now me and my kids are stuck with no transportation for the week we planned on having it. This was an act of hate and spite and there was no professionalism practiced in that office today. Wouldnt give me her higher *** information and when I called hertz there wasnt much they could do . So anyone doing business with the location **** please beware of the ghetto unprofessional workers and made up policies
Business Response
Date: 12/06/2022
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 frustration caused when our location did not provide a vehicle for your reservation. Please note, our locations reserve the right to refuse service for any reason. However, 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.
We also regret any misunderstanding caused regarding the Form of Payment requirements at the branch. We show your reservation was confirmed with a Pay Now rate. As such, per the Prepaid Terms & Conditions, customers must have the charge used at the time of reservation when they arrive to pick up the rental vehicle. This cannot be changed at the time of rental and if a change is requested, a new reservation will be required. In addition, when using a Debit Card, customers are required to meet specific rental qualifications including a credit check process as well as a $500.00 Security Deposit at the time of rental. This information is included in our Rental Terms & Conditions during the booking process.
Please be assured your concerns with the service received at the branch has been shared with appropriate management for their full review with all staff involved. We have confirmed the full amount of your prepayment was refunded on 12/01/22 and have attached the refund invoice for your review and record.
Initial Complaint
Date:12/01/2022
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.
We booked a Hertz rental car 2021 Kicks with license plate *******, with scheduled pickup time 11/22/22 at 8:31AM and scheduled drop-off time 11/23/22 at 11:30PM. Our rental record number is *********. The credit card authorization amount turns out to be $259. However, we were charged an extra $200 without any explanation from Hertz. When we tried to return our vehicle on 11/23/22, all the Hertz parking spots are filled up and we could not park in any of the Hertz return spots, so we called customer service. And customer service representative said there isnt after hours drop-off, and we should return it the next day during business hours. We were not informed that there isn't after hours drop-off by Hertz as our reservation states we may return the car before 11:30PM at night. But my credit card was charged around midnight that day for $100 without any email informing or any form of explanation. They didn't successfully charge my credit card becuase my credit card limit was exceeded. So, we went to the location to return the car again the next day, and all the parking spots are still occupied. Then we parked in that garage at a safe spot next to the Hertz rental parking spots because what else can we do? We got a flight the same day morning! But the next day after we returned the car, my credit card was charged another $200 still without any form of explanation. Weve been attempting to call Hertz customer service for straight 4 days already but no answer. I want that $200 back to my account because it was not our fault that we cannot return our car by the scheduled time. And it was your customer service representative who told us to return the car on the next day. And it was not our fault that your parking spots are all filled up.
Business Response
Date: 12/05/2022
Complaint ID: ********
RR#: 102038683
Thank you for contacting us. We appreciate the opportunity to assist.
Please accept my sincere apology for any inconvenience you encountered. A review of our records indicates due to the delay in closing the rental there was an additional authorization on the credit card, this has since been released. Attached is your rental invoice which indicates you were correctly charged for the rental.
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: 12/06/2022

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: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.
Rental agreement #*********. Location: DFW. We flew in on a Thursday with ****s of others for a tournament. We had already rented and prepaid for our vehicle. When we got to the counter there were 100s of people waiting. So many they were telling people if they rented a car the day prior it wouldn't be honored, regardless of whether they had a confirmation. I had already turned down the extra insurance once in the app when I rented the car initially. When we finally got up to the counter to rent, there was no explanation of contract or chance to accept/not accept extra charges. They scrolled to the bottom, had us sign and pushed us along. We did put an X over declined in the bottom paragraph, thinking we were verifying we didn't want insurance. There was no conversation or explanation of charges from the employees. so we were charged 683$ for a 309$ rental. 374$ for INSURANCE AND FEES that we did not knowingly accept. WE WERE CHARGED MORE FOR INSURANCE AND OTHER RANDOM S*** THAN THE RENTAL ITSELF. This is terrible business. I am so upset the has happened and cannot afford these extra charges. Best I can hope for forewarn others to not get taken advantage of. It's not a great feeling. Merry Freaking Christmas.
Business Response
Date: 12/05/2022
Complaint ID: ********
RR#: 989906525

Thank you for contacting us. I apologize for any inconvenience you encountered upon your arrival. In regards to the additional charges billed please be advised we rely on the signed rental agreement (see attached) to verify your acceptance and understanding of your charges. As you did accept the additional insurances and toll pass and had the benefits of these services 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.
Customer Answer
Date: 12/06/2022

Complaint: 18476189

I am rejecting this response because: according to the reviews/complaints this is not the only complaint of this nature and it seems you all make a habit of taking advantage of people. Yall should be ashamed of yourselves. My signature was in response to here are your keys. Not please review/sign accepting all the possible charges we can give you above and beyond. At no point did they say we have added 374$ on to your bill of what was originally 309$, please sign here to accept. Ludicrous

Sincerely,

*******************
Business Response
Date: 12/08/2022
Complaint ID: ********
Thrifty RR#: 989906525
This correspondence is being sent in response to **************************
While we understand our previous response was not the desired outcome, we must advise that our decision and response remain unchanged. As we are unable to recreate a verbal conversation that takes place at the time of rental, we must base our decision and response on the documentation available to us, in this instance the signed rental contract. We hope you will respect our position on this matter as we consider it having been fully addressed and this matter closed. Further requests to revisit this matter will not be considered.
Initial Complaint
Date:12/01/2022
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.
On 10/30/22 I rented a car from Hertz for one day. I paid $70.26. Rental Record #*********.The rental record lists "Fuel Responsibility" on the Rental Record and I expected a car that uses gas. It turned out that without asking or informing me, I was given an electric car. I had never driven an electric car before and did not realize what it was until I was well on my way. The car was not fully charged and although I did not drive far, in fact, far fewer miles than the amount originally displayed on the dash console, the amount of power left in the car dropped so quickly that I was forced to pull over in the middle of nowhere. I called Hertz and was directed to a charging station. I went to the location and it turned out that this was old information and there was no longer a charging station at that location. I called Hertz multiple times and the only thing they could say was I had to be towed to a charging station. This was Sunday night and they were unable to reach anyone to tow us. My wife was with me in the car and we sat there helplessly, 12:00, 1:00, 2:00 as Hertz tried to locate a tow. When it became apparent that nobody was going to come and tow us, we were forced to call an Uber to take us home for $42.93.The next day, I had to take a Lyft back to the rental car for $45.92 and wait for a tow. The tow came and took the car to a charging station. I took an Uber for $10.96 to the charging station. Having never dealt with an electric car before, I discovered that one must have a smartphone to charge the car. I do not have a smartphone. Instead of Hertz telling the tow to bring the car back to Union St. where I rented the car, they told him to take the car to **************, much further away, and much more expensive, and then billed my credit card for $205.I then took an Uber back to Brooklyn for $49.91. Follow-up calls to Hertz resulted in nothing. Total owed us $354.72 plus compensation for hours of aggravation and time spent on this nightmare rental.
Business Response
Date: 12/07/2022
Complaint ID: ********
********************** RR#: 981687884
This correspondence is being sent in response to a query from *********************. Thank you for allowing us the opportunity to review your concerns.
We apologize for any frustration caused regarding the vehicle provided for your rental and for any inconvenience caused for the delays in the tow truck response. Rest assured your concerns have been shared with appropriate management for their review and corrective action where deemed necessary. In order to consider reimbursement of expenses incurred, please provide us with all receipts for alternate transportation utilized.
Customer Answer
Date: 12/07/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and don't see a resolution yet. I have attached (yet again) four expenses incurred due to this unfortunate rental: 1) a bill from Hertz 2) three rides via Uber/Lyft.

Sincerely,

*********************
Customer Answer
Date: 01/13/2023
I have attached (yet again) four expenses incurred due to this unfortunate rental: 1) a bill from Hertz 2) three rides via Uber/Lyft.
Business Response
Date: 01/23/2023
Complaint ID#: ********
Hertz RR#: 981687884

This is in response to *********************, thank you for allowing me to address your concerns.
Thank you for supplying the documents to support your claim for reimbursement for the rideshare cost. Please allow 7 business days for the refund for towing of $205.00 to become reflective on your card used to pay for the rental. Additionally, the refund for rideshare costs of $106.79 to appear separately on the same card. This refund may take longer, please allow up to 15 business days for the refund of this amount. I want to again apologize for your experience. This is not representative of our standards nor the impression we aim to leave with you. Hope to serve your future rental needs again soon.
Kind Regards,
Customer Answer
Date: 01/23/2023

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,

*********************
Initial Complaint
Date:11/30/2022
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.
Picked up a Hertz Rental Car at ****************** in ** on Tuesday, April 13th.On the highway right after we exited the highway, the back door/hatch of the car flew open and our luggage flew out onto the highway. I was able to tie the broken door that would not latch closed and retrieve the broken pieces of luggage from the highway. I called Hertz Roadside Assistance they said there was a 4 hour wait, so I could drive the car to our destination and pick up a new car in ********************************** the next day.They said I should replace the 2 pieces of luggage that were destroyed and submit the receipts to them for a full reimbursement. Since April I have been calling and emailing Hertz. Their correspondence has been contradictory and the most recent email they sent me said that they have reimbursed me for the broken rental car. However, I have been clearly asking them to reimburse me for the luggage that got damaged. Every time I call they repeat the same thing. I was clearly told to replace my luggage and send them the receipts for reimbursement, but they are now refusing to pay for it. They are not taking responsibility or keeping their word. Very unprofessional and total lack of taking responsibility. Please help me get Hertz to send me the money they owe me.
Business Response
Date: 12/06/2022
Complaint ID: ********
RR#: 526185225

Thank you for contacting us. I apologize for any inconvenience you have encountered. We would like to forward this matter to our ****************** However, so that we may do so we ask that you provide pictures, receipts, etc. related to the damaged luggage.
Business Response
Date: 12/08/2022
Complaint ID: ********
RR#: 526185225
In order to consider reimbursement of the items outlined in your inquiry, we are requesting documentation related to the damaged items which includes photos, receipts etc. Once received, we will forward this matter to our *************************** offices for further review and handling.
Customer Answer
Date: 12/08/2022
Good Morning,
Attached please find the receipts for the two items that were damaged when they fell out of the trunk of our rental car with a broken lock.
The first one is a suitcase and the second one is a hat box.
When I spoke to Hertz after the incident they told me to go buy the replacements and send the receipts to their customer service and they'd send me a reimbursement.
I did this in June of 2022 and have been continuously asking calling and emailing their customer service since then, but have still not received my reimbursement.
Thank you,
*****************************
Business Response
Date: 12/13/2022
Complaint ID: ********
RR#: 526185225

Thank you for providing the requested information. I have forwarded it to our ****************** they will review and contact you directly to resolve.

Customer Answer
Date: 12/27/2022

Complaint: 18468006

I am rejecting this response because:
On December 13th Hertz stated that they were forwarding my request to their claims department and someone would be in touch with me to resolve this. It is now 15 days since then and I have not been contacted by anyone from Hertz. This is the problem!! I have been trying to get my reimbursement as promised by Hertz since May. Please re-open this case immediately and assist me in dealing with Hertz so that I can finally receive my reimbursement.

Sincerely,

************************************
Business Response
Date: 01/20/2023
Complaint ID: ********
********************** RR#: 526185225
This correspondence is being sent in response to *************************************
Our claims department has set up Claim #********. You may reach out to them directly at ************ between 8am-7pm Mon-Fri to follow up on the status of this claim. In addition, your contact information has been provided to their offices as well for follow up.
Initial Complaint
Date:11/30/2022
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.
I contacted the ************* airport Hertz to check availability to rent a car. They informed me they had a car. I was asked if I lived within 25 miles of the airport and I stated I did not. I live in a town about 40 miles away. The boy that answered the phone stated he could not rent to anyone outside the 25 mile area. I ask what difference it makes as long as we return the car in the same location. He stated it was policy and he was sticking to it. We called the national reservation line to inquire about a rental at the other location in ************* on Beaver. The gentleman stated a car was not available there but there was one at the airport location. I informed him of my conversation with the boy at that location and was informed that they WILL honor the reservation. So we reserved a car and secured it with a credit card. My husband showed up to pick up the car and he was informed by the boy at the counter there was no car available. My husband informed him that national seemed to think so and the boy insisted there wasn't and stated they are a franchise and not obligated to honor national reservations. He even cursed at my husband. This is a car rental place located at an airport. 99% of their clientele are not local to our area and outside of the 25 mile rule. I did some research after the fact and discovered this location has a whopping 2.4 star rating on ******* I feel this young man needs to be fired or Hertz needs to seriously consider pulling the Hertz franchise from the owners of this location. FYI - the message on Hertz's BBB page asking people to call their complaint hotline instead of filing a complaint is a ruse. That number is for the accident claim hotline - not complaints.
Business Response
Date: 12/15/2022
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 or confusion caused by the ************* location and your previous reservation with Hertz. As the location in ************* is an independently owned and operated licensee franchise, we must reach out to the licensee owner for their input and assistance. We have since received their response.
Our ************* location advises that the only reservation received by their branch was an insurance replacement rental which was cancelled and therefore not on the reservation manifest for the branch. Upon arrival to the ************* airport location, the location representative advised you that the ************* airport does not provide insurance replacement rental contracts due to the mandatory Airport Concession Fee that is required for all rentals and the fact that insurance companies will not pay this fee. When the representative advised of this information, they report that you became upset with them and began making derogatory comments to the representative at which time another representative advised that your behavior was not warranted and referred you to an off-airport location in Altoona for your rental needs. Our records show a rental took place in Altoona on 12/03/22 and a subsequent rental on 12/10/22. We are happy to see our ******* location was able to provide assistance.
Our licensee owner also wanted to highlight that their location in ************* airport does not have a 25 mile requirement; however, recently implemented a 75 mile radius requirement for customers without an airline ticket. This stipulations are in place by the licensee owner as a precaution to protect their vehicle fleet. As the licensee owner purchases, maintains and insures their own fleet separate from the corporate fleet this decision is that of the licensee owner directly.
With the above in mind, we want to assure you that the feedback provided with your rental experience has been shared with appropriate management at the licensee as well as at our corporate reservations department for their full review and corrective action where deemed necessary. We are sorry that the above information was not correctly provided to you and want to ensure our agents are fully aware of location requirements and that customers are being provided correct information.
Customer Answer
Date: 12/15/2022

Complaint: 18472762

I am rejecting this response because:
This was NOT an insurance rental. We reserved with a Hertz rep at the toll free number with a credit card. YOUR REP ACCEPTED OUR RESERVATION!!!!
Your vehicle would be covered by insurance regardless of where the car is driven . People get off those planes and drive all over the ***********. Do you require a schedule from them and dictate where they can or cannot go??
This is a c*** response. The gentleman at the counter that day needs to loose his job and this so called owner needs to have his franchise license revoked. ********************** needs to take a close look at your online reputation scores and curb these rogue owners and employees.
Sincerely,

*************************
Business Response
Date: 12/16/2022
Complaint ID: ********
********************** Res#: ********************** correspondence is being sent in response to **************************
Thank you for your response and for providing further information. Rest assured, your comments are being shared with appropriate management for further review with our licensee partners. We appreciate you taking the time to share your experience with us as it tells us how our various locations are performing and where improvements can be made.
Initial Complaint
Date:11/30/2022
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.
Hertz overcharged me by ~$700 on Rental Agreement No. *********; Reservation ID *********** because it charged me for driving ***** miles, when I only drove 183 miles for this weekend rental in *************/********* **. I attempted multiple times in Aug and Sept 2021 to contact Hertz to dispute this charge and it was impossible to talk with a Hertz Supervisor or get them to call me back to discuss the overcharge. Finally, I contacted **************** about the overcharge, and after providing Amex with my reasoning, Amex gave me a $700 credit and a letter stating it agrees with the overcharge and if we do not hear anything from Hertz within 30 days, the case is closed. However, on Nov. 17, 2022, I received a letter from a collection agency seeking to collect the $700 for a debt owed to Hertz.
Business Response
Date: 12/06/2022
Complaint ID: ********
RR#: 128836400

Thank you for contacting us. We appreciate the opportunity to assist.
After a review we have closed the collection claim and will no longer attempt to collect. Please allow up to 10 days for this to reflect with the collection agency. Please also note this was not reported to the credit bureau therefore there was no reflection on your credit report. Please accept my sincere apology for any inconvenience.
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: 12/07/2022

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.

Sincerely,

*******************
Initial Complaint
Date:11/30/2022
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.
Rented a car from hertz through the hertz Uber program. They force you to have a credit card on file at hertz although the Uber agreement says you can use your debit card. Upon renting the vehicle they give you the weekly charges in a contract. These charges are then offset by all kinds of erroneous charges that are not discussed upon rental of the Uber hertz car. Then when I have contacted hertz, can never reach anyone for service. Finally reach a manager and he tells me its nothing he can do. He didnt even look at the contract to explain to me what the charges are. They never answer their phones once you get the rental you receive any customer care of support service. To top it off I had a not at fault accident in the rental, and the rental was still charged to me for days until the rental was towed to hertz. I was given a partial refund for an entire seven days that I only was able to use the car for one day. Its a rip off and a disservice to consumers!!! I was estimated to owe $376 per week. I rented the vehicle for over 3 months, yet my credit card has been charged almost $8000! The $376 per week was supposed to include taxes. They went up on the $375 per week to $382 per week without warning, and also deducted this from my credit card without explanations. They never give you any service. The hertz main customer service will not help resolve issues with this hertz Uber. Each receipt shows my estimated rental and then once the rental is done, its fees added while renting. This place is open Monday thru Friday from 8-5 wont pick up phone. you cant call any other location to get help. Changes made during rental agreement not told to me. cant renew the rental online anymore, now its a number. charge you late fees if you didnt know and didnt renew on time. Also cannot have cars serviced. So you have to wait weeks for an appointment, which delays extensions then charge fees!
Business Response
Date: 12/14/2022
Complaint ID: ********
********************** RR#: 816415762
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 regarding your recent rental contract with Hertz/Uber in College Park. Upon receipt of your inquiry, we immediately began an investigation with our General Manager at the branch for their full review and assistance. We have received their response regarding your rental. However, we would also like to advise that part of the contract between Hertz and Uber specifies that the rental is specific to the branch that is providing the vehicle and any inquiries must be directed to the branch directly. Our **************** teams cannot directly assist with these contracts nor can other Hertz locations.
Our location has advised that upon arrival to the branch, you were upset that our offices would not accept a prepaid debit card for your rental. This is standard Hertz policy which is applicable at all Hertz, Dollar and Thrifty locations both in ***************** and internationally. Further information regarding our Form of Payment qualifications can be found in your rental contract as well as on our website in the Rental Qualifications. Our General Manager also states that you were upset that the rates provided to you by Uber did not include the mandatory taxes and fees which were unable to be removed at the branch. Our management team advised that they attempted to assist with finding a bank that would be able to get a card printed same day for your rental but you were not interested in the options provided and left the facility after shouting at and cursing our agents.

We have also confirmed that during another interaction with our agents, you had arrived to the branch to renew your contract and had brought a photo copy of your license and form of payment. These cannot be accepted at our locations as the physical license and card must be present. When our agents advised of this information, you became upset with them over these policies. When you told our agents that a previous agent had accepted photos of these documents, they asked who the agents name was so that the matter could be addressed internally and you would not confirm this information to them for further review. You asked our agent to call the District Manger at this point, when they left the counter to make the call you departed the facility.
With the above information in mind, we have found that our location followed standard procedures and policies and the billing for the rental is correct. 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. Please know that we take all customer concerns very seriously and we want to thank you for allowing us the opportunity to review this matter.
Initial Complaint
Date:11/30/2022
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.
On Aug 23, I was provided a rental car through Chrysler Jeep Dodge due to my Jeep Renegade having a recall for oil consumption. My car was at the dealership from Aug 23- Nov. 15. When I took the car rental I had to call back to ask about tolls since the rep didn't mention that when I took the car. I asked about it being ok to use toll ways since, I have to take tolls to get to work. I was told by the rep over the phone, you can use tolls, you will be charged when you return your car. He never mentioned anything about admin fees for using the toll way. On Nov. 23, there was a charge from Hertz-Toll for $632.32. I called Hertz to dispute the charge and they referred me to Plate pass. Plate pass only said they could reduce the admin fee from $255.85 to $127.00. I really feel that this is not fair, I specifically called Hertz and asked about using the toll way and they never disclosed any hidden fees. I even asked the rep at the Hertz to pull the call from that day and I haven't heard back from them yet. This was a terrible experience for me considering that I'm be charged $632 for just driving. I would like to only pay for the tolls that I used without any extra fees.
Business Response
Date: 12/14/2022
Complaint ID: ********
RR#: H17395442

Thank you for contacting us. We appreciate the opportunity to assist. I apologize for any misunderstanding regarding the toll charges billed. Please be advised the toll information is provided on page 3 of your attached signed rental agreement. A review of our records indicates our Toll Processor issued you a refund for the administrative fees of $255.85 on $11/29/2022. As a one-time courtesy they adjusted the toll charges in full on 12/09/22.
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: 12/14/2022

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:11/30/2022
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.
Hi! I rented a car from Hertz from their ******** Airport location on September 15th, 2022 (rental agreement #K2264060519). They charged me twice for the rental. I have called their bill*** department twice over the past two months to ask to have the double-charge refunded, and each time was told that the second charge would be credited back to my account "within 7 to 10 days". That refund has never happened. Given my overall terrible experience with the rental and Hertz as a company overall, my guess is that they are just BS-*** me every time I call and don't intend to issue a refund of the double-charge at all.I agree that I owe them money for rent*** a car from them (which I'll never do again), but they aren't allowed to charge me for it twice. I would appreciate any help you could offer in secur*** this refund for me.Thank you!**********************************************, **
Business Response
Date: 12/06/2022
Complaint ID: ********
RR#: K2264060519
Thank you for contacting us. We appreciate the opportunity to assist.
Please accept my sincere apology for the delay in receiving your refund for the unused prepaid rental. The refund was completed today for the amount of $197.06. Please allow up to 7 days for the refund to post to your account.
Thank you again for allowing me to assist.

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