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

7,213 total complaints in the last 3 years.
1,727 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:11/08/2022
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.
Had a reservation for a vehicle for pickup. $133 was my total. They were not able to make my reservation happen and attempted to raise the price by over 200% to 379$. Bad ethics. Terrible customer service. And the manager even Apologized," for Hertz being such a s***** company " In his words. I can see why the filed for bankruptcy. They lost my business,.
Business Response
Date: 11/09/2022
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.
Unfortunately, there were no specific details included in your query and we are unable to locate your rental by name alone. We have also been unable to locate a reservation confirmation by using your provided email address or phone number. We would like to make a meaningful investigation into this matter but will need more information to do so. Please provide us with your 9-digit Hertz Rental Record number or your 11-digit Hertz reservation ID number (begins with H or J). Once received, we will be able to further review your concerns.
Customer Answer
Date: 11/09/2022
Here is the nooking information
Business Response
Date: 11/10/2022
Complaint ID: ********
********************** Res#: ********************** correspondence is in response to **************************
Thank you for providing the requested information. Please accept our sincere apologies for the fact that the vehicle booked was not available at our ********* location. 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.
Having reviewed the details of your inquiry and reservation, we are concerned to see that the branch have not followed this procedure. Rest assured this has been raised with management at the branch to ensure it's addressed with all staff. As a rental did not take place with Hertz, if alternate transportation was utilized through another rental agency or rideshare company, please provide us with the corresponding invoices so that we may review for possible reimbursement of the additional costs incurred.
Customer Answer
Date: 11/10/2022

Complaint: 18375383

I am rejecting this response because:
I did not get a rental from Hertz or anyone else. My elderly mother waited in the car for an hour while I argued with the receptionist and the manager. The receptionist was just awful. The manager apologized for the way she spoke to me and her complete unwillingness to help. The manager apologized for the inconvenience, but refused to give me one of the 5 SUV's available as 3 more customers got vehicles while i was told to sit and wait for hours until a small car showed up. They refused to check the computer system for a timeframe and refused to make a phone call to see if there were any scheduled rentals making it back at said times. They made ABSOLUTELY NO effort to help me at all. I had to drive the 45 minutes there and 45 minutes back. And my sister ended up taking me to **** the following day where my company paid for fuel and lunch for her. That's what a company should do to take care of it's employees and customers. Not only did you not fulfill my rental needs, you actually took money out of my wallet by not honoring your rental agreement and causing not only me a day of work, but my sister as well. I am not the type of person that complains or goes through this amount of measures. But that was THE WORST experience with a rental car company. Your business is unethical. It's one thing to have no available cars or have me come back at another time. It's a whole different Animal to make a contract with an individual and then try to change the price at the counter at the last second. No wonder Hertz filed for bankruptcy in 2020. The way you do business, shows.

Sincerely,

*************************
Business Response
Date: 11/10/2022
BBB Case 18375383
Res No: K3042599121

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

While I am sorry for this experience and please be assured we do not condone such actions, your concerns have been provided to the General Manager to take the necessary corrective actions. Please note we are unable to provide our customers with any updates on the actions taken as this is an internal matter. As an apology for the experience, we would like to provide a $100 certificate to be used on a future rental. Could you please provide the mailing address you would like it to be sent to?

Thank you for contacting us.
Customer Answer
Date: 11/10/2022

Complaint: 18375383

I am rejecting this response because:
I will not be using your business for anything in the future.
Sincerely,

*************************
Initial Complaint
Date:11/08/2022
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.
Hertz website I can rent a car in the ************** using my Hertz rewards points. I have ******+ points available. The website also says I can rent for a week at ***** points even during black out periods. I have been trying to rent a car with an automatic transmission at *********************** from November 20 - 26, 2022. Their system will not allow me to rent a car and their agent also told me that I cannot rent a car using points. I wrote the Hertz customer service on October 11, 2022 with no response. I wrote the ************************************* on October 24, *********************************************** 6 - 8 days. The response I received on November 4, 2022 stated that I can reserve a Compact car (manual transmission) using Hertz loyalty points for your upcoming reservation at the *********************** from November 20th to the 26.th. Their system will not allow me to rent that car. Additionally, I need an automatic transmission car. I believe that saying I could rent a manual transmission mission car was an additional effort to make it impossible for an American to rent a car on points in ******. When I try to rent that car, it changes my reservation to a cash amount rather than points. I am requesting that my reservation K29037621C2 be converted to points.
Business Response
Date: 11/08/2022
Complaint ID: ********
Res#: K29037621C2

I apologize for any inconvenience. The only vehicles available for point redemption in ** are manual transmission during your rental period.
Initial Complaint
Date:11/08/2022
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.
To whom it may concern:On July 25, 2022, in preparation for a charity business trip, ****************, of ******, **, completed my reservation for a rental car to travel to ****************, ** where I was to be a guest panelist at the ********************* The car was to be picked up at the Hertz Rental ********** in *********, **, at the Cambria County Airport. The Hertz agency at this location is a franchise, owned and operated by ********* ******************************** (JR&L) dba Hertz. I arrived at their office around 10:00 am on July 27, 2022 to pick up the car (a white ********* Malibu) in preparation for my trip. I signed the Rental Contract (agreement #L6833659) and went out to the parking lot to take possession of the car. Upon my inspection of said vehicle, numerous scratches and dents were obvious, so I went back inside the office, and asked for someone to come out and note the damage, which was done by a female employee, who seemed rather put out by my request to document existing damage to the car, stating, we know theres damage to the car it doesnt have to be documented. I was running behind schedule and wasted no time getting started on my trip. I immediately heard a noise, but I attributed it to the condition of the two-lane back roads I was on. Once I got to the limited access, four-lane highway, and reached highway speed, both the noise and vibration increased; it became obvious the problem was with the car, and not the roadway surface. There was a roaring noise, and a noticeable vibration throughout the car. I pulled over at the first opportunity and called the Hertz office I had just left for advice and or guidance/instructions. I got their voicemail and left a message alerting them to the situation with the car, and asked them to call me back. 15 minutes passed, and they hadnt called, so I called once again, leaving the same message, and requested a call back. I waited 10 minutes, with no call back, then continued on my journey. Im very au
Business Response
Date: 11/10/2022
BBB Complaint: 18370310
RR# L68336590
This is in response to *************************.
Upon receiving your query, we immediately reached out to the management team in *********, ** to review this matter. Per our discussion with the Area manager the location was aware the damages were pre-existing had no intention of charging you for the damages.
Furthermore, you were provided a 15% discount for the issues you encountered during

your rental period. It is standard practice that the location will call all customers back and let them know they can return for an exchange or call roadside for the closest hertz location to exchange the vehicle.

Based on this information, no further monetary billing adjustment is possible. However, as a customer service gesture a ****************************** certificate has been mailed to the mailing address on your account.Please allow **** business days, the certificate will arrive via U.S postal service.

Please know that we take all customer concerns seriously,please do not hesitate to reach us directly for future inquires.

Thank you for contacting us.
Customer Answer
Date: 11/28/2022
Please see attached letter
Enclosed please find your unused coupon in the amount of $100.
Considering the abysmal condition of the rental vehicle, total and complete lack of communication and/or customer service by Johnstown ********************** & Leasing, Hertz Corporation dragging its feet and stalling (ignoring, actually) me for four months, I consider the coupon an almost laughable lets throw the customer a bone token gesture. Is this a ********************** brand procedure in how to treat a wronged customer?
The shoddy manner in which this incident has been handled, both by the franchisee (ignore it and it will go away), and corporate, is indicative of complete apathy on the part of The Hertz Corporation.
To have properly handled, and addressed the incident, a refund of that transaction would have been appropriate. Rather, Hertz has chosen to completely ignore the actual crux of this matter, sweep it under the rug for 4 months, and is now dangling a carrot before me to entice future business. Ive been told (by corporate) that corporate has no control over what a franchise does/doesnt do. Yet, suddenly, a coupon FROM
CORPORATE arrives to atone for the actions of a franchise. REALLY? I ask of you: If this had happened to you,, and you were treated as I have been, could/would you - EVER - (even in your wildest imagination) coupon or not, consider renting another car from Hertz?
You just dont get it.
This isnt about a future rental its about a botched rental that has already occurred.
But the matter is now in the hands of those who DO get it.
Initial Complaint
Date:11/08/2022
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.
Rental agreement no. *********. I picked up a car from the **********, ****** location on 8/29/22. I was told by the representative that there was a crack in the windshield from the prior person who rented the car and not to worry about it. He said he was noting the computer so they knew about it when I dropped the car off at the ******, ****** location on 8/30/22. I have tried multiple time to reach out to them and have requested time stamped photos from before I picked up the car on 8/29/22, with no response. My account still shows I owe them $1,029.78 for a cracked windshield that happened prior to me picking up the car.
Business Response
Date: 11/09/2022
Complaint ID: ********
RR#: 832565613
Thank you for contacting us. We have reviewed this matter with our Claims team and determined there was an error, therefore the claim is closed and you are not responsible.
Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.
Initial Complaint
Date:11/08/2022
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 11/4/22, I booked a car, reservation # K30246966B5, with Hertz International. After receiving an email from Hertz confirming the booking, I discovered that the car type, the agreed total rental price and the insurance chosen were all wrong. On 11/5/22, I called Hertz International to ask for an explanation and attendant said that she would cancel the first reservation and make a new one, as we were changing practically everything. After making the second reservation, #K3020333475, I was informed that I would receive the cancellation of the first and confirmation of the second in my email. On 11/7/22, as I didn't receive anything from Hertz, neither cancellation of the first nor confirmation of the second, I decided to call Hertz again at 10 am. On the first phone call I was informed that I would receive the cancellation of the first and confirmation of the second reservation within 15 minutes. After waiting 4 hours I decided to call Hertz International again and ask what was going on as I still hadn't received anything. The attendant said that in an hour I would receive everything. After waiting more than 3 hours, I decided to write this complaint. I would like to request the cancellation of BOTH reservations mentioned above FOR GOOD, and I would like to receive the confirmation of the 2 cancellations to my email ******************* TERRIBLE CUSTOMER SERVICE! Thank you for your help with this matter. Best regards, *********************
Business Response
Date: 11/08/2022
BBB Complaint: 18372769
Reservation ID: *********** & K3020333475
Please accept our apologies for any misunderstanding regarding the cancelation of your recent reservations.
Please note once a reservation is canceled, we are unable to send an email confirmation, please rest assured that we can confirm both reservation K30246966B5 and K3020333475 have been canceled. You may view your cancelation reservation online at Hertz.com.
Our records also show that you are a Presidents Circle member, you may view all current, future, and past canceled/upcoming reservations on your Presidents Circle account.

Please know that we take all customer concerns seriously,please do not hesitate to reach ** directly for future inquires.

Thank you for contacting us.

Customer Answer
Date: 11/08/2022

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:11/07/2022
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.
rental record #: ********* I had a flat tire on ******** Island, **. I returned the vehicle to ***************** for an exchange.Hertz charged me (case # ********).I tried getting more information on the charge because they didn't provide ANY details except for the charge (hence the case # created).Hertz customer service said they would take 5-7 business days to get a response otherwise they will reverse it.After about 12 business days I called back since I did not receive a response. Hertz said they will try to get the information again and I will have to wait another 5-7 business days. While on the phone with them stating that this is not acceptable, they hung up.
Business Response
Date: 11/08/2022
Complaint:18367740
Thanks for contacting us!
I apologize for the delay in response and any inconveniences that you experienced. However upon checking our records, I show that a refund of $220.77 was submitted to the billing department on 11/07/22. The refund will go to the credit card on file. Please allow **** business days for processing.

Customer Answer
Date: 11/08/2022

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:11/07/2022
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 sept 26, 2022 re rented a car becsuse of an accident that was not our fault. The other insurance company paid for the car but we needed to purchase insurance because we only had liability. We was told $13 & $25 at no time did they say anything about an $8 charge for something called roadside service. I elected the $25 signed a signature pad. Got the keys and left. After returning the car on oct 21 they took the keys and left. Not till several days later when i checked my credit card did i realize i was charged $909 over $200 more than I expected. When i called hertz I was told the 2 charges. When i complained about the roadside service the person in ****** said there was nothing they could do and i would need to call corporate. I called corporate and was told they couldn't do anything without talking to the manager 1st. I called the manager at ****** and was told she was on vacation and wouldn't be back for a week. Called her back a week later and she said she couldn't help i would have to talk to the manager that helped me and he was at a different store. Called him twice and he never called me back.
Business Response
Date: 11/08/2022
Complaint: 18366815
Thanks for contacting us!
I apologize for the delay in response and any inconveniences that you experienced. However upon checking our records, I show that a refund of $233.74 for the Roadside was submitted to the billing department on 11/08/22. The refund will go to the credit card on file. Please allow **** business days for processing.

Customer Answer
Date: 11/10/2022

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:11/07/2022
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 via internet on August 23 for $700 for two weeks. On September 1st landed in ************** in ******** to get car that was reserved. Once we reached associate were told cat wasnt available but they have others. Offered a bigger car and insurance for 53/ day. Signed receipt and initialed on the premise as she said I would get this money back. Got charged **** for two weeks. I was ripped off!!!
Business Response
Date: 11/08/2022
Complaint ID: ********
RR#: 789194136

Thank you for contacting us. We have reviewed your rental with our Portugal team. They have advised you were offered an upgrade at an additional cost to which you accepted. Per the attached signed rental agreement and final invoice you were correctly charged.
While I understand this is not the outcome you were anticipating, I hope you will respect our position on this matter as we consider it having been fully addressed.
Customer Answer
Date: 11/08/2022

Complaint: 18369199

I am rejecting this response because:
When offered this upgrade I was clear as Day told it would be 53 dollars per day. Including insurance. I would never agree to pay almost triple for a rental for two weeks. I was told at the counter that I would receive the money back to what I was initializing. It sounded too good to be true!!!! I am extremely upset and feel I was had, taken advantage of and cheated. It is completely wrong in what transpired and Im out **** dollars!!! I did not agree to this!
Sincerely,

*****************
Business Response
Date: 11/09/2022
BBB Complaint: 18369199
RA# *********
This is in response to *****************,
We appreciate this is not the response you were anticipating;however, I want to assure you this matter was treated with the utmost importance and our decision is based on the exhaustive review carried out.
As stated previously per our discussion with the management team in ******** and per the provided Signed Rental Agreement the additional charges were accepted by you at the commencement of your rental. By signing and initialing the rental record you are agreeing to the charges billed. Regrettably, we are unable to substantiate a verbal conversation and must rely on the Signed Rental Agreement to confirm that you accept and understand the terms and conditions.

With the above in mind, we stand by our decision and respectfully decline your request for a refund as the charges have been reviewed and are correct. The decision is final as find the matter fully addressed and closed. Further requests to revisit this matter will not be considered.

Thank you for contacting us.
Customer Answer
Date: 11/14/2022

Complaint: 18369199

I am rejecting this response because:
I already replied to this but here it goes again. I rented a car from ********** for 700 dollars. Got to airport and was told car was not available and would I like to upgrade and add insurance. It would only cost 53 a day. I said sure. Thinking it was an extra 42 dollars in total. I initialed line items and signed and then asked why the charge she said I would get that back upon delivery of car. Im extremely upset. And would love an explanation!! And some type of money back. Im not asking for a full refund. Im asking for this to be looked into. The answer I keep getting is my receipt and the sane standard response. I would like an explanation. I would also like for hertz to do the right thing and value their customers.
Sincerely,

*****************
Initial Complaint
Date:11/07/2022
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.
The transaction was posted to my bank account on the 28th of October for an amount of $1,095.99. I spoke with Hertz previously and let them know that I no longer had their vehicle and the rep even informed me that I wouldnt and shouldnt be charged for any of the time after. However, Hertz is making it seem as if I have had their vehicle up until the 23rd of October, despite me calling them weeks prior and letting them know I no longer had their vehicle. The amount charged is not only incorrect, but unauthorized. I was not even able to access my paycheck because the unauthorized transaction placed my bank account in the negatives. Shame on Hertz Rental and shame on **** of America for not being able to get this resolved promptly.
Business Response
Date: 11/23/2022
Complaint ID ********
Hertz Rental RR# H17977061
Our File Number# ********
This is in response to *********************. Thank you for allowing me to address your concerns. According to our records your rental was closed out by the location on 10/23/22 due to aging. Our Roadside team made notations that you contacted them by phone on 11/17/2022 to advise the vehicle had been in an accident and where the damaged vehicle was located. Prior to 11/17/2022 there are no indications of communication to advise the vehicle had been damaged and was not in the possession of Hertz. This is why you are being charged for the time frame on your contract. Additionally, I can see that no Loss Damage Waiver was elected on your rental agreement during the term. This means that any time the vehicle was out of our possession you would be responsible for. I have forwarded a copy of your final invoice and rental agreement to your email on file for your records. Considering this information, the charges are correct and no adjustments are due. Please know that this is not the outcome anticipated; however, we have thoroughly evaluated this matter. We hope to continue to serve your rental needs.

Kind Regards,
Customer Answer
Date: 11/23/2022

Complaint: 18363279

I am rejecting this response because: There were several calls made prior to 11/17/2022 to inform you all of the accident that occurred and to let you know that the vehicle was not in my possession. However, it is only until 11/17/2022 that I was advised to contact Roadside and provide my police report that Ive had since the accident occurred on 10/4/2022. I have been trying to get this resolved for weeks now, and only until the mentioned date, 11/17/2022, was I advised in the proper direction. As also mentioned, I provided a police report with Roadside once I did speak with them as requested for their records. Roadside then added billing to our call and once again informed them that I am seeking retribution for incorrect charges for when the vehicle was NOT in my possession, to which they responded by letting me know that it would take 5-7 business days for the incorrect charges to be removed and returned back to me. I was provided with a case number from both billing and Roadside, as well as confirmation that the back pay for the incorrect charges would be issued.
Sincerely,

*********************
Business Response
Date: 11/30/2022
Complaint ID ********

Hertz Rental RR# H17977061

Our File Number# ********

This is in response to *********************. Thank you for allowing me to revisit your concerns. As previously advised, our records indicate your rental was closed out by the location on 10/23/22 due to aging. Our Roadside team made notations that you contacted them by phone on 11/17/2022 to advise the vehicle had been in an accident and where the damaged vehicle was located. Prior to 11/17/2022 there are no internal notations or indications of communication to advise the vehicle had been damaged and was not in the possession of Hertz. This is why you are being charged for the time frame on your contract. Additionally, I can see that no Loss Damage Waiver was elected on your rental agreement during the term. This means that any time the vehicle was out of our possession you would be responsible for. I have forwarded a copy of your final invoice and rental agreement to your email on file for your records. Considering this information, the charges are correct and no adjustments are due. Please know that this is not the outcome anticipated; however, we have thoroughly evaluated this matter. We hope to continue to serve your rental needs.

Kind Regards,
Initial Complaint
Date:11/07/2022
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.
Hi, I had a rental reservation for Thursday 9:30am on October 27th 2022 to be picked at ******************** in ************* went to pick my car and handed the personnel at the front desk my reservation information and handed my Drivers license along with my temporally license paper as I renewed my license, in ********. The supervisor and manger in charge, in ************************************************* refused to accept my documents as they said that it is voided. When you renew your license they voided it but the temporary has the new expiration date. The card expiration date still showed on the drivers license. I also showed them the policy information from thrifty that shows that temporally operator license is valid during the ********************** of the car. At this time they were not profesional and treated me as I was committing something ilegal and it was in truth very embarrassing being on line and tell me what I was telling them was not valid. I went to the enterprise and budget counter and they would accept it but the cost to rent the vehicle was a cost I was not willing to pay. Here I am stuck at the counter in PR and not having a vehicle to rent to get to my destination on time. My wife was traveling as well but on a different flight but was not landing until 3 hours from the time of my pick up. They just ignore my explanation and told me that I just then wait for my wife so she can rent the car.If I did not have my wife traveling as well, I would have been stuck with no option to rent a car.The rental agreement number is Y65458024. The rental was at Thrifty.
Business Response
Date: 11/09/2022
Complaint No.: 18361414
Rental No.: Y65458024

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

Thank you for allowing this opportunity to address this matter. I sincerely apologize for the experience you encountered at our ************, *********** location. Upon my review of your query, I immediately forwarded your comments to the Area Manager for an internal investigation. The Area manger confirmed they always ask for the original license to corroborate information on the mutilated license for security reasons and for insurance coverage procedures. If the DL is mutilated, it is not a valid ID. Due to the inconvenience they honored the reservation for your wife *******************************

This location is privately owned and operated; they followed their policy.

Thank you for contacting us.
Customer Answer
Date: 11/09/2022

Complaint: 18361414

I am rejecting this response because: I did not provided a mutilated drivers license. The point I am trying to pinpoint is that I provided a legal renewed document accepted in any states of of ************ can understand if I was in a different country if they did not want to accept the document.
Hertz has not provided a factual fact that lic was mutilated, its custom for the Secretary of State to punch your license when renewed and provided a temporally drivers license document with the *** This would have been suffice to operate any vehicle in any part of *******, as well I provided my insurance with AAA.
At this point I am requesting a full refund to my credits card for the inconvenience of the rental.

thank you.

Sincerely,

***************************
Business Response
Date: 11/10/2022
Complaint ID: ********
RR#: Y65458024

As the location has the right to decline to accept documents such as driver's license if it appears to be flawed we respectfully decline your request for a refund.
While I understand this is not the outcome you were anticipating, I 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 I want to thank you for allowing me the opportunity to review this matter.

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