Business Profile

Auto Rentals and Leasing

Hertz

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

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

7,199 total complaints in the last 3 years.
1,719 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:11/22/2022
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.
To whom it may concern, I am reaching out to request a reimbursement for a towing service on the date of 10/23. To elaborate, My rental Tesla battery died around midnight and I called the Hertz insurance (because i paid for full coverage) to tow my car. The first call was at midnight where I waited an hour to connect with dispatch. Second, they estimated a 180 minute wait time for a tow truck. Around 4:30am, I finally get a response from dispatch via txt message at 6:08 AM asking me to wait another 45 minutes for a tow truck! I ended up spending $250 to tow the vehicle to the nearest charging station because it was an emergency, it was too cold and Ive been waiting for over 6 hours overnight. When i got to the charging station, I realized I couldnt charge the vehicle and I called dispatch explained it and then they towed the vehicle to the hertz rental.I am asking for a reimbursement of the towing fees ($250) that i paid out of pocket. Ive attached a receipt of the towing service below. Also, photos of txt message between me and dispatch. In addition, I understand i have recorded calls with hertz and I ask that you listen to them. As you will notice the representative assuring me of a reimbursement because of the hertz lack of insurance service. If youd like further information Im available anytime, and look forward to hearing back from you! Sincerely.*****
Business Response
Date: 11/30/2022
Complaint ID: ********
********************** RR#: 963908934
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 experienced issues during your rental. We also regret the situation was compounded by the delays experienced with our ****************** Services (ERS) team. Rest assured, your concerns have been shared with appropriate management for their full review and corrective action where deemed necessary.
As a gesture of concern, we are providing the requested credit of $250.00 back to your charge card ending in xx-****. Though processed today, lease allow up to 5-7 business days for the credit to show on your billing statement.
Customer Answer
Date: 11/30/2022

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.
Thank you for your Response. If Within 7 days I donnot receive a refund I will reopen the BBB case.

Sincerely,

*************************
Initial Complaint
Date:11/22/2022
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.
The rental was turned in a day early I should not be charged for a day it wasnt used. The vehicle was very dirty upon receiving it and I called to tell the manager it was dirty and his response was I know it is we are short staffed I dont want a credit as I will never use hertz rental car if sun ****** in ********************* again . The rental only had 20% oil life left and there was no windshield washing fluid
Business Response
Date: 11/29/2022
Complaint ID: ********
********************** RR#: 989362942
This correspondence is being sent in response to a query made by *****************************. Thank you for allowing us the opportunity to review your concerns.
Our records show you reached out to our **************** team via email correspondence regarding the concerns with the billing of your rental invoice as well as the condition of the vehicle provided. Our **************** team provided a response to your inquiry on 11/22/22 at which time a refund of $65.61 was processed to the charge card billed leaving a new total of $273.16. We have attached a copy of your amended invoice for your review and record and are pleased to find our **************** team was able to provide assistance.
Customer Answer
Date: 11/29/2022

Complaint: 18447311

I am rejecting this response because:
***** makes up for the day I didnt use the vehicle. In regards to receiving a filthy vehicle and being disrespected by the woman at the counter ***** isnt included in that. I accept the ***** but feel they should do more in refunding
Sincerely,

*****************************
Business Response
Date: 12/02/2022
Complaint ID: ********
********************** RR#: 989362942
This correspondence is being sent in response to ******************************
Our records show in addition to the refunded amount, our **************** team also mailed a $50.00 certificate as a gesture of concern for the vehicle condition. With this in mind, further compensation is not warranted. We hope you will respect our position on this matter as we consider it having been fully addressed and this matter closed
Customer Answer
Date: 12/02/2022

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:11/22/2022
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.
Subject: Fule Over changed by the Car rental company Detail: I was advised that as I returned the car with the Quater tank full I will be charged approximately $60. As the full gas tank of the rental car, ******* Elantra is 47L> I have used 3 quarters of it which means ***** L. As per the contract I was supported to be changed to $****/ L which comes up to ***** X **** = $63.09 which was the expectation.I got charged $88+ charge on my CR Card, the good thing is I have changed the changes otherwise this company would have gotten away with these shady business practices. The manager is not willing to resolve the issue as when I called and talked to the Employee he said the manager will call me and resolve the issue no call no email from the manager and no resolution.I am attaching the email correspondence with the email and also an available document *************** EXP Realty https://jtsuman.exprealty.com/
Business Response
Date: 11/29/2022
Complaint ID# ********
Hertz RR# H18144081
Our File Number: 16188420

This is in response to *********************************, thank you for allowing me to address your concerns.

According to our records, you were charged for Fuel Purchase Option, which charges for the entire fuel tank capacity. This feature does not take into consideration the fuel level at the time of return as you are encouraged to return with a little as possible since it was purchased in advance and marketed as non refundable. According to the email screenshot you provided the location staff agreed to adjust the fuel level; therefore, we have processed a refund for *****CAD. Please allow 7 business days for a corrected invoice as well as the reflection of the adjustment as a credit in the account used to pay for the rental.
Thank you again for contacting us and bringing this matter to our attention. We always want to provide accurate billing and exceptional customer service. Kind Regards,
Initial Complaint
Date:11/22/2022
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.
My wife and I recently rented a Tesla Model Y from your *** location (address: ************), reservation number: K20201933D4. During the trip, the emergency braking system failed, rendering the car undrivable. I pulled off the hwy immediately. Despite several troubleshooting attempts, the car would not drive. My wife called Hertz roadside assistance immediately (case number: **********), and the agent told her that Hertz would dispatch a tow truck, and pay for a Lyft to take us to ***************** (116 miles away) at the cost of about $300, where a replacement vehicle would be made available to us. We explained to the agent that we were actually headed to ****** **, and would instead prefer a Lyft to take us to a Hertz location along the way rather than taking us 2.5 hours in the opposite direction to our travel plans. The agent told us that a replacement vehicle would be made available at the ********** airport 34 miles closer, however she could not authorize a Lyft to take us there because "it was not the closest authorized airport" to our location. For almost 3 hours we tried explaining our case, waiting on hold for most of it, even explaining that ********** is actually closer (82 miles, **** hours) and that a Lyft/Uber would be cheaper, and she still refused. Finally, we gave up and had an Uber drop us off at the ********** Hertz location. When we arrived, there was no Hertz pick desk, only a drop off. We instead had to Uber again 16 miles away to a Hertz in ****** ** to get a vehicle. I wanted to file a complaint that I am out $297.68 for: 1) the $253.68 Uber to ****** **, 2) the $44 of gas (that we would not have had to pay for if we drove the Tesla). The manager at the *** location, **************, was only able to offer $100 voucher for our troubles, and directed us to contact the regional manager ***************** ************************************** to ask for any further compensation. I emailed ***************** on November 5th and received no response.
Business Response
Date: 12/07/2022
Complaint ID: ********
RR#: 980440263

Thank you for contacting us. Please accept my sincere apology for any inconvenience you experienced due to the vehicle breakdown. Based on the Uber receipt you provided I have issued a refund of $253.68 to your **************** ending in ****. Please allow up to 10 business days for the refund to post to your account. Unfortunately we are unable to refund for the fuel costs you have requested.
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: 12/09/2022

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:11/22/2022
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.
Hertz :conformation # K1553125693 .Expedia ************** .On June 12/2022. I booked reservation for full size ***.Pickup need Jun 14 , to Jun 18, 2022.Date after noticed that I had the wrong month . Called Expedia customer service to explain my mistake and have the reservation corrected. Expedia Representative who toke my call ,explain to me the Hertz politics no refund. She asked me to wait until she call Hertz to explain the situation and see if the approve the cancellation after few minutes she said the hertz had approved she give me a cancellation confirmation . I decided to just drive to hertz to do directly recertification how ever they dint have the full size *** the feeds my needs. I only have a day left to find the *** my grand children and family where ready to go for my granddaughter birthday trip to Univesall studios . Thank goodness I was able to find what we needed for are trip. When we get back from are fun vacation trip . Noticed the I had email from Expedia saying the only going to refund the amount of $50 dollars for the collision protection but not the whole amount 0f $553.93. I just so frustrated that no one have done anything to help .Expedia or Hertz several call But no resolution .
Business Response
Date: 11/29/2022
Complaint ID: ********
Res #: K1553125693

Thank you for contacting us. We appreciate the opportunity to assist.
Please be advised the refund is provided by Expedia based on their terms and conditions. Hertz has no control over Expedia's refunds as Hertz collects no payment from Expedia when the rental is not used. Due to this you will need to contact Expedia for assistance.
Customer Answer
Date: 12/01/2022

Complaint: 18444220

I am rejecting this response because: I HAD CALLED EXPEDIA SEVRAL TIMES BUT THEY ALL WAYS TELL ME THAT IS HERTS THE DON **** REFOUND . I WOUNDER IF HERTS CAN CONTACT EXPEDIA TO HELP ME RESOLVE THIS ? i spend over 6 hours in the phone with them but all ways thy put the blame on HERTS . I EVEN FILED A DISPIUT WITH MY CREDIT CARD BUT OFTHER THE CREDIT CARD COMPANY DO SOME RESURGE WITH EXPEDIA DICLINED THE DISPIUT AND PUT THE SHARGE BACK IN MY STAMENT. KNOW IM ISTOCK WITH NOT ONLY THE ***** ON MY CREDIT CARD FOR MY GRANDCHILDREN TRIP TO UNIVERSAL STUDIOS .BUT IM JUST DISAPOINTED BECOUSE SERVIVE THE NEVER USED.
Expedia Travel Team <********************************>
To:*****************

Sat, Oct 29 at 2:39 AM

Hello ****,

We wanted to follow up after our last conversation, where you asked us to reach out to your property to see if a cancellation and refund was possible.

Unfortunately, Hertz car rental are holding to the original cancellation policy for your booking and declined your refund request.

We know this is disappointing. We always try to advocate for flexibility for our travelers, but properties often have strict rules and restrictions around their bookings, and there's nothing more we can do in this case.

Please reach out if you have any additional questions we're sorry that we can't help more in this situation.

Regards,

**********************
ilocrosete1
Expedia Travel Team

Sincerely,

***************************
Business Response
Date: 12/05/2022
Complaint ID: ********
Res #: K1553125693

We show no record of Expedia reaching out about your reservation. You are welcome to forward this information to them. Our records indicate the reservation wasn't utilized and we will not bill for this rental. Expedia is welcome to refund you based on their policies.
Initial Complaint
Date:11/22/2022
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.
a) made and canceled reservation K2850223960 for a 4 day rental ... I received a confirmation of cancelation from Hertz (attached)b) made reservation K3113921319 ... for 1 day rental (attached)Upon checkout, reservation K2850223960 was activated by the gate attendant and became RR *********. I only learned this when calling to extend my 1 day rental to 2 days. I was UNABLE to make any changes because the outsourced department Hertz uses refused to care/help until my contract was completed. Or told me to go to the location to deal with it. I had no plans to drive to the airport for this. I WAS NEVER EXPECTING TO HAVE A CANCELED CONTRACT BECOME ACTIVE.I returned the rental on 11/17. Furthermore, I was charged an INTERMEDIATE CAR rate and selected a MID SIZE because NO INTERMEDIATE CARS were available in the Hertz Gold section. Hertz has completely defrauded me in this contract and I demand a refund/correction to the charges made under a CANCELED reservation that became RR *********. Great job losing another customer **********************. Try getting a **************** team that is IN NORTH AMERICA AND ACTUALLY CARES ABOUT ITS CUSTOMER BASE.
Business Response
Date: 12/05/2022
BBB Complaint: ********
RR# *********
This is in response to ****************************
I regret any misunderstanding or difficulties you experienced during your recent rental at the ***************, ** airport. A review of our records shows that reservation K2850223960 was booked on October 19th,2022, the reservation was then canceled and a new reservation K3113921319 was booked on November 14th, 2022. New reservations and modifications require 24-hour notice to ensure availability. We recommend contacting the reservation line to make modifications to your current reservation as multiple reservations can cause confusion. Our records also show you reserved a Full-size for reservation K3113921319, because the reservation was booked less than 24 hours,we were unable to provide the vehicle you reserved and therefore provided a Midsize/Intermediate vehicle.
Based on this information, I can confirm the location followed the proper procedure. However, as a one-time goodwill gesture, I have issued a credit of $54.00 per day and a refund of $188.57 has been issued to the credit card on file. Attached is a copy of your Signed Rental Agreement accepting the charges at the commencement of your rental and an updated invoice confirming the refund was processed.

Thank you for contacting us.
Customer Answer
Date: 12/07/2022

Complaint: 18445593

I am rejecting this response because: NOWHERE WAS THIS INFORMATION DETAILED OR PROVIDED TO ME. I received a confirmation email of cancellation and assumed it was cxl'd then Hertz decides to make up rules without informing the customer?
So happy to see a lawsuit has been filed against Hertz for falsely accusing customers of stealing cars. Appears to me that Hertz works on its own rules and the Customer is completely irrelevant.
Refund me the exact difference in my rental not some arbitrary "good will" (ie BLAME THE CUSTOMER) calculation.

Sincerely,

***************************
Business Response
Date: 12/07/2022
Complaint ID: ********
RR#: 988933223

The rate was adjusted to the reserved rate on reservation # K3113921319 for the 3 days you had the rental. The refund provided in the amount of $188.97 is correct.
Thank you again for allowing us to assist.
Initial Complaint
Date:11/22/2022
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.
Rental record #K30818652D4 I returned my car on time at 10:30am CT to the Hertz drop off. **** were left in the cup holder, which I even took a photo of. I am continuing to get calls and emails that I did not return my rental. I dont know how to get this cleared, as Ive called and emailed and theres been no resolution.
Business Response
Date: 11/29/2022
Complaint ID# ********
Hertz RR# *********
Our File Number# ********
This in response to *****************************, thank you for allowing me to address your concerns fully.

According to our records, this rental contract was not closed by the location at the time of return. This caused you to receive calls from our ************************** as our **************** System was reporting the rental still open and active. I can confirm the rental was closed, and the vehicle returned as scheduled. There were no additional charges and the rental was closed for the correct time frame. Please see attached. Please accept my apologies for the confusion in this matter. In the future, please do not hesitate to contact us directly at ************ with any billing or contract issues so that we may address your concerns in real time, your concerns are taken seriously. We thank you for your loyalty and appreciate your business. Kind Regards,
Customer Answer
Date: 11/29/2022

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:11/22/2022
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 Mar 9 2022 I booked a car with Hertz in downtown ****** (709 *********, ******, **, *****) => attached - I was supposed to pick up the car at 8:00 am the following day, Mar 10 2022 - 1 hour before the scheduled pick-up I received a text message from Hertz that my car is not there => screenshot attached - I tried to call the number provided but the answering machine just told me to contact them during their business hours - I needed a car that morning but the only opened car rentals were at the Airport. Hence I booked another rental car from Enterprise that was significantly more expensive than the original reservation as it was the same day booking + Airport surcharge.- Additionally, I incurred extra cost as I had to take a taxi to the airport to get the car and then from the airport when returning the car. (attached).- On top of that, few later Hertz charged me a $44 no-show fee. (attached)- I initially tried to get at least the no-show fee refunded from Hertz (as they are the ones who cancelled on me) but they kept denying that they charge the fee, claiming that it was waived; attached screenshot. so I contested the no-show fee with my credit card company to get it refunded.- I tried to reason with Hertz (Case # ********) over several months to no avail. At some point someone on the phone acknowledged their mistake and promised to pay compensation but later when I got transferred to a payout agent, they denied the whole thing again. I spent several hours of my life explaining the whole thing on Hertz ************* line and I am very fed up with them.Hertz didnt honor my reservation and thus caused me to pay significantly more money that I would have had to. I am seeing a compensation that is the difference between their originally quoted price and that the actual price I had to pay.My calculation of fair compensation:Extra Uber rides: $22.34 + $26.92 = $49.26 Diff between the rental prices: $143.73 - $52.83 = $90.90 Total requested: $140.16
Business Response
Date: 11/29/2022
BBB Case 18444033
Res No: K0614701457

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

I apologize for the frustrations and inconveniences these issues have brought. Please reach out to us at ************ with your card information and reference Case Number ******** so that we can process this refund of $140.16 for you.

Thank you for contacting us.
Initial Complaint
Date:11/21/2022
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.
My name is *********************, and I had a reservation to pick up a rental car at the **************, ** Hertz. Not only was my reservation canceled less than 30 minutes before I was supposed to pick it up, but no genuine efforts were made to rectify the mistake either in person or on the phone with customer support. My confirmation number was K3131507053, and was scheduled as a Small Sedan for Thursday, November 17th at 8:30 AM to Thursday, December 1st at 8:00 AM for $623.11. I scheduled it the day before, after receiving confirmation from a local repair shop that the parts for my car had arrived. I attempted to schedule a pickup, but was denied sinceI called 57 minutes before my reservation instead of 60 or more. I could not reach anyone at the store, since the phone number reroutes to an unhelpful call center. Then I got a call saying my reservation had been canceled since they did not have any available cars. I drove to Hertz and no solutions were offered to upgrade me to a different car, reschedule my reservation, or give me a free / discounted one. Meanwhile, 2 other customers who arrived after me were given a rental car or put on a waitlist for same day pickup. They also could not cancel my reservation in store despite telling me via phone it was already done and made me call customer service to cancel. The call center tried to find a replacement car, but the closest one available was in ******** and they wanted me to go pick it up. The Hertz website and app should accurately reflect cars that are available, and should not allow reservations to be made without confirming that available inventory with the pickup location. The in store customer service agents are not equipped with the tools necessary to address situations such as this, since they cannot modify or cancel reservations. This ordeal forced me to reschedule my plans to drop my car off at the repair shop and made me late to work. This was my experience as a Hertz Gold Plus Member.
Business Response
Date: 11/29/2022
Complaint ID ********
Hertz Reservation ID# ***********
Our File Number 16188410
This is in response to *********************, thank you for allowing me to address your concerns. According to our records, your rental was booked online on 11/16/22 after the location closed for the evening. This reservation was booked for arrival at 830am the next morning. The location staff arrived at the location and canceled the reservation at 800am as there was no vehicle available to rent on short notice. Normally, our inventory is sufficient to accommodate last minute bookings; however, in this instance the location was unable to recover immediately and accommodate a rental booked less than 24 hours from the time of pickup. I want to take this time to apologize for the experience you recounted as this is not representative of our customer service standards, nor the impression we aim to leave with you. As a customer service gesture, we have placed 950 points into your loyalty account to be used towards a future rental with us. It is my sincere hope you accept this token as an attempt to restore your faith in our brand moving forward.

Kind Regards,
Initial Complaint
Date:11/21/2022
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.
We pre-paid for a rental car from Hertz over 9 months ago. Today, when we showed up on time to get the car, there was a 2 hour line to pick it up. After waiting 2 hours and finally getting to the window to get the car we were then sent to another guy who goes by **** to get the car. He told us the car was unavailable. When we asked why our car is not ready yet given we paid for this time already in our reservation and had been waiting 2 hours, he said dont ask me this and threatened to cancel our contract which would have put us in a horrible spot with 3 Little kids that had been traveling for 11 hours at this point. He made us beg him to give us the car that we already paid for and they owed to us and had already made us wait hours for. We finally got the car, but should be compensated for the inconvenience and we should never be threatened for asking a question or made to beg to get something we already paid for. I could not be more disappointed in Hertz. My 3 kids were all crying because of this treatment.
Business Response
Date: 11/30/2022
BBB Case 18441843
RA No: 101153054

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

Upon my investigation with the local team and Senior Leadership, I found that the events described are false. I discovered that because your husband had lost the card used to pre-pay for the reservation, you were provided two solutions: to call the reservations department so they could help change the card or to have the location cancel and refund your reservation then they could rebook it and match the rate. Instead of taking these options,the staff was harassed, cursed, and shouted at as you demanded they call reservations to change the card on your behalf. For the security of your husbands card, this could not and cannot be done. After continuing to harass and shout at the staff you were provided a vehicle. Despite this, you left the vehicle, put a camera in the managers face and continued to harass and shout at him before speeding off. All of this has been recorded and documented on our security cameras. As a result of this, you have been placed on Suspended Rental Privileges and will not be allowed to rent from us again in the future. No refund is warranted, and the charges will stand. While I understand this is not the desired outcome, our decision is final.

Thank you for contacting us.
Customer Answer
Date: 11/30/2022

Complaint: 18441843

I am rejecting this response because
1. the details provided by the Hertz rep are factually incorrect
and
2. they are a customer service business that provided horrific service and need to remedy that
let me lay out the facts
1. my husband booked a car months ago and prepaid with a CC
2. that CC was STOLEN (he did not lose it)
3. he waited 2+ hours in line to get to an agent (after we were on a cross country flight and we have three young children who were also stuck waiting). The agent told him there was no way to access his reservation (even tho he had the reservation number etc) without the matching CC (which was stolen). They wanted him to call customer service. Understandably he didnt want to lose his place in line - they wanted him to step away from the agents kiosk to do this - so we asked that they pls call customer service for us. Often businesses have a direct line to their own customer service reps and can reach them faster than us as customers calling. Apparently they cant do this at hertz. At no point did we curse (not our style). The three issues here for a customer facing biz
- making customers wait two or more hours in line
- not being able to access a fully paid for reservation despite us having the reservation confirmation
- no direct line to their own customer service
4. After we finally called customer service and got the reservation pulled up the agent directed us to another agent ****. This is someone who we believe requires a ton of training if he wants to continue in a customer facing job. He told us our car was not ready (despite the fact that it was two hours or more past the reservation time). So we asked what was causing the delay. And here is where things got ugly. As opposed to saying - I am so sorry, we are totally backed up, we see you e been waiting for hours with young kids - unfortunately we dont have the car yet but what can we do to make this better - **** said I am going to void your reservation. My poor husband had to beg him not to do this (we were going to be stranded without a car if he did this and he had no right to threaten us that way) and then doubled down on that by saying he would put us on the do not rent list. After we finally got the car I took a picture of him so I could send it to hertz corporate with my complaint as I wasnt sure that he had even given me the right name.
We believe he owes us an apology at the very least and we deserve a partial refund. Also **** needs a ton of training in customer service.

Sincerely,

****** and ***********************
Business Response
Date: 12/05/2022
BBB Case 18441843

RA No: 101153054

I apologize for your dissatisfaction with your rental experience. However, based on our thorough investigation with our ***********, ** management team we stand behind our previous response and have determined compensation is not warranted.
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.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Hertz is NOT a BBB Accredited Business.