Complaints

This profile includes complaints for Hertz's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Hertz has 2459 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Hertz

  8501 Williams Rd Estero, FL 33928-3325

• 

  Hertz

  4100 George J Bean Pkwy Tampa, FL 33607-1402

• 

  Hertz

  PO Box 6001 Huntsville, AL 35813-0001

• 

  Hertz

  727 Highway 43 S Saraland, AL 36571-3604

• 

  Hertz

  13409 72 Ave Surrey, BC V3W 2N7

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:11/01/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  RE: car rental K275269117 We reserved and prepaid a STANDARD car rental online on 10/09/2022 in the amount of ****** EUR for pick-up on 10/10 at ************** airport and for a TOTAL OF 5 DAYS. I left my wife, her sister, and luggage at the hotel when I went to pick up the car on 10/10. Unfortunately, the credit card I had listed my wife's name, which was not acceptable for rental of the larger car, so I was given a smaller car with my debit card and advised that I could go pick up the other passengers and luggage and return to the airport and exchange for a larger car, under my wife's name with her credit card. Upon return, only 2 hours later, I was advised that my previously reserved car had been released and there were none available. I was then advised by Hertz staff to reserve a larger car from a different company before returning our current rental, "in case there were none available, at least you'll have something". We proceeded to reserve the larger car from Europecar for about another $900, and were then advised that there would be NO REFUND on the car we had prepaid! We spoke to several attendants at the airport, and subsequently several customer service reps, always getting the same answer: No refunds on prepaids. Had we known there was no refund, we would have made do with the smaller car, rather than wasting the extra funds. I assert that we prepaid for a standard sized car for 5 days, and received a smaller car for only a few hours (for which we were charged additional tax and insurance), and I request a full refund of the prepaid amount of ****** EUR, and an apology for the inconvenience.

  Business Response

  Date: 11/02/2022

  Complaint ID: ********
  ********************** RR#: 346944570

  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 when the provided vehicle was not suitable for your travel needs. As our records show the vehicle was rented from **** on 10/10/22 through **** on 10/10/22 we are unable to process a full refund as one rental day charges are considered valid. However, we have submitted for a refund of ****** to the charge card originally billed. Though processed today, please allow up to 5-7 business days for the amount to show on your billing statement. 

  Customer Answer

  Date: 11/02/2022

   
  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:11/01/2022

  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.

  Confirmation number K2641570154 Booked a car with Hertz for our vacation, made the reservation in advance. Hertz texted us that they overbooked their cars and I would not have my car waiting for us at the airport. We needed the car to drive to our first destination in Padre Island from ******, we lost our hotels and were charged one night for a hotel we booked for our vacation. Hertz still has the charges, my money for the rental. The vacation was ruined, we saved for months and had to pay for a hotel we could not get to plus purchase another hotel which cost us extra. Its been 2 weeks and still Hertz has my money for a car we never recieved.

  Business Response

  Date: 11/02/2022

  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 sincerely apologize for the inconvenience you experienced when we were unable to honor your reservation because a vehicle was not available.  Although our reservation system is designed to provide a vehicle at the time and place requested,situations can sometimes develop that prevent us from honoring a reservation. This is usually caused by late returns, extended rentals, damaged vehicles etc. 

  Our records show no prepayment was collected by Hertz for this reservation. Therefore, if payment was made to the third party booking source, Expedia, please contact them directly for assistance in processing the refund for the unused reservation. 

  While we are unable to process a refund for the third party booking payment, we would be happy to assist with possible reimbursement of expenses incurred through another rental agency or rideshare service as a result of our branch being unable to provide a vehicle. If alternate transportation was utilized, please provide us with the date and time stamped invoice showing the charges billed. 
  
  

• Initial Complaint

  Date:10/31/2022

  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 car prepaid on 5/31/2022 in Vehicle Category T6 (extra capacity large SUV). Rental agreement number K14400826B6. Rental dates: 2 week period beginning 9/30/2022. Actual car supplied on 9/30/2022 was in Category T (large SUV). Category T vehicles are always quoted at a lower price than Category T6 on the Hertz website. I had to accept the Category T vehicle because there were no Category T6 vehicles available within the *** area on 9/30/2022. This caused huge inconvenience and added costs because of reduced cargo volume. I filed several complaints and tried to switch the vehicle during the rental en route ************** but to no avail.I have repeatedly contacted customer service seeking a refund for the smaller-than-paid for vehicle being supplied. Im repeatedly rebuffed.

  Business Response

  Date: 11/02/2022

  Complaint ID: ********
  ********************** RR#: 918316921

  This correspondence is being sent in response to a query made by *********************************. Thank you for allowing us the opportunity to review your concerns. 

  Please accept our sincere apologies for the fact that the vehicle booked was not available. We understand that careful consideration is made when choosing the vehicle you require, and that is why we have such a wide range of vehicles available in our fleet. Whilst 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 rental, 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.  With the above in mind, a refund for the downgrade has been applied to the card used on this rental. The weekly rate reserved for the Class T6 vehicle was $748.90/per week and the applicable rate for the Class T vehicle was $680.82/per week before taxes and fees. After taxes and fees were calculated, the total refunded amount of $157.60 was credited to the charge card originally billed. Though processed today, please allow up to 5-7 business days for the amount to show on your billing statement. 

• Initial Complaint

  Date:10/31/2022

  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 record number #********* charged my **************** for ****** an incorrect balance due to a ****** gas charge which was supposed to be removed as I provided proof of and a 400 dollar cleaning fee as they referenced smelled like weed and had ashes when I contacted them on this situation numerous time Ive gotten nothing but a different story it will get removed it wont get removed we have proof of the smoke and ashes I asked to provide me with the following as it was impossible because I dont smoke Also in there highest member rent every month for years and never had a charge for smoking was accused on one other occasion and it was taken care of. Please help they are cheating me out of my money I dont smoke also who is certified to smell weed as it said it notes wouldnt it be marijuana I think when I turned it in the people smoked in it got caught and blamed it on the customer

  Business Response

  Date: 11/04/2022

  Complaint ID: ********
  ********************** RR#: 966737763

  This correspondence is being sent in response to a query made by *************************. Thank you for allowing us the opportunity to review your concerns. 

  Hertz vehicles are serviced and cleaned before being assigned to customers.  Customers should return the vehicle in the same condition as rented.  We completely understand a customer may not wash/vacuum the vehicle prior to return to remove normal road grime, etc.  However, smoking odor/ash and other similar impurities require more time and detail to remove.  In such instances as with your rental, Hertz will assess a cleaning fee. We have thoroughly reviewed the charges billed for your rental and have found that the charges are valid based on the information and documentation provided by the branch.  We have attached photos of smoking ash/residue in the vehicle upon its return. 

  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.
  

• Initial Complaint

  Date:10/31/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my car to the ***************** dealership for repairs and they were going to provide me a rental vehicle from Hertz while my vehicle was getting repaired. I picked the vehicle up from Hertz on 10/11/22 and was told by the dealership and by the representative at Hertz that I could return it directly to ***************** and they would pick it up from there. I dropped the vehicle off on 11/18/22 at the ***************** dealership. My credit card that was on file at Hertz for incidentals has been getting charged daily since I dropped the vehicle off and I've been getting calls that it has not been returned. I called Hertz on 10/27/22 and they told me it would be handled but my card is still getting charged. I called again on 10/31/22 and was on hold for a very long time, a rep answered the phone and then transferred me back into the line to hold again, the next rep that answered hung up on me after I explained the reason for my call. My complaint is for their lack of customer service and specifically the rep that hung up on me after being on hold for so long. That call was on 10/31/22 and it was ended at 1:24 PM EST, I know the calls are recorded so they should be able to look back on this call and who hung up on me. I just want the charges removed from my card and to let Hertz be aware of the lack of professionalism in their call center.

  Business Response

  Date: 11/01/2022

  Complaint ID: ********
  ********************** RR#: H18711825

  This correspondence is being sent in response to a query made by ***********************************. Thank you for allowing us the opportunity to review your concerns. 

  We apologize for any concern caused when your rental was not closed out and invoiced upon your return. When a vehicle is returned to a dealership or auto repair shop, there may be a delay in when the vehicle is able to be retrieved by our branch due to staffing availability to retrieve the vehicle. In such cases, on average it can take up to 7 business days to have the vehicle retrieved and final invoice generated through our billing systems. In this case, we show the vehicle returned on 10/18/22 and the final invoice generated on 10/31/22. We regret the delays in when this process was completed and want to assure you that your feedback has been shared with our Area Manager in *************** for their review. 

  We also regret that the situation was compounded by the service you received when contacting our **************** team via telephone. All ********************** 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 have notified appropriate management of this matter so that they may take corrective action where deemed necessary. 

   

• Initial Complaint

  Date:10/31/2022

  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.

  First, I am a health care provider, so I answered that question yes. However, my trip was for vacation purposes only.I reserved a car rental via Priceline who set me up with Hertz for a ****** RAV4 which I paid a higher daily rate for of $33.87. The Priceline trip number was **************. I do not know how Hertz and Priceline handle their financial exchange. I arrived at the Hertz rental counter to pick up my car in ****** on September 14th. The agent asked where I was traveling, I told him I was going to ******, **. He commented that I had a RAV4 reserved and asked if I wanted to upgrade. I told him, no, I was looking forward to driving the RAV4 as I was thinking of purchasing one. He carried on about it being only a four cylinder, that I was driving in the mountains, etc., etc., and kept asking if I wanted to upgrade. I finally asked what the rate would be to "upgrade" to the bigger car, he said it would cost me $50.00 per day. I finally agreed, though I still really wanted the RAV4 (and to this day wondered if they really had it available) and figured that rate was not that much more, only $16.14 more per day. The rental record #*********. I did not realize that I was adding an additional $50.00 per day for nine days for the rental I had already paid for. I feel that it is a very unscrupulous business practice to push essentially an additional rental on top of the rental already made. Basically I paid for two rentals for the same time period.I had an issue with the windshield wipers on the car and replaced them. Hertz did give me credit for them.I am uploading what correspondence that I have had with Hertz. I would be happy to pay them the difference in the daily rate ($50 -$33.87) of $16.13. That equates to $145.17 less the credit for the windshield wipers of $75.00 for a total of $70.17. Since they charged me $434.63, I would appreciate a refund of $363.46 (434.63-70.17).I believe the "upgrade" was misleading and can even be deemed as fraudulent.

  Business Response

  Date: 11/01/2022

  Complaint ID: ********
  ********************** RR#: 910743142

  This correspondence is being sent in response to a query made by *******************. Thank you for allowing us the opportunity to review your concerns. 

  We apologize for any confusion caused by the upgrade fee billed for your rental. As we are unable to recreate a verbal conversation between customers and our representatives at the branch, we must rely on documentation to base our decisions. In this case, our records show the upgrade fee of $50.00/per day, total $450.00, was outlined on the rental contract at the time of rent. We have attached this documentation for your review and record. Based on this documentation, a refund or adjustment is not warranted as the charges are valid. 

  However, as a one-time gesture of customer service, we will provide the requested credit of $363.46. Though processed today, please allow up to 5-7 business days for the amount to show on your billing statement. 

  Customer Answer

  Date: 11/02/2022

   
  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:10/31/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car from Hertz September 19th early in the morning in **********, ** and drove it back to And dropped it off at Mayfield ** on the same day. We returned it full of fuel as the documents said to do. I took pictures of the rental location where I dropped it off at including the license number and the box and the form you had to fill out where you returned the car. Well we got our $500 deposit back within a few days . Well On October 14th we were charged over $1844 for 10 days and they said we had not returned the car . Which as I said we returned the same day plus I have pictures of where and what we did. They keep saying we will be getting a refund of what was charged well now we are being charged late fees from our bang because Of them we now have been charged so far over $200 in late fees from their mistake . As of now on 10-31-22 we still dont have the money back and they are refusing to pay the late fees from our bank. All my bills are late now because of them and its put my wife and I in a huge Financial mess because of them . Can you please help ?????

  Business Response

  Date: 11/01/2022

  Complaint ID: ********
  ********************** RR#: 913003114

  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 or concern caused by the billing of your previous rental with Hertz in Brookfield. We have reviewed the billing of your rental and have found a credit of $1645.77 was processed on 10/31/22. Though processed on this date, it will take up to 5-7 business days to show on your billing statement. We are happy to see they were able to provide assistance in issuing this credit. 

  Typically, Hertz does not provide reimbursement of bank fees associated with rental charges; however, as this resulted from a billing error we would like to further review. In order to consider reimbursement of fees incurred, please provide us with documentation of the fees from your bank so that we may review for possible reimbursement. 

• Initial Complaint

  Date:10/31/2022

  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.

  Record #H18683092 I rented a car from Hertz with the understanding that my warranty company would step in and pick up the bill. Upon returning the car, my warranty company paid $238 for 7 days/$40 a day. I paid $102 for the extra day that my warranty didnt cover. I was told I would be getting a refund of $524 and over a week passed with no refund. I have called the Hertz location I picked up the rental for and they gave me the billing departments number and I also called them. They said we see where the warranty company paid and you should be getting a refund, you should call your bank so I called **** of America and they couldnt find any refund processing or where that money had been put back into my account and said to call hertz that this is a common issue with them. They keep telling me to call the other and no one knows where the money has went.

  Business Response

  Date: 11/01/2022

  Complaint ID: ********
  ********************** RR#: H18683092

  This correspondence is being sent in response to a query made by ***************************. Thank you for allowing us the opportunity to review your concerns. 

  We apologize for any confusion caused regarding the charges billed for your rental. Upon receipt of your inquiry, we immediately began an investigation into the charges and have found that the total charges billed were for $102.41. We show no additional billing incurred for this rental. Attached is the final invoice for your review and record. 

   

• Initial Complaint

  Date:10/31/2022

  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 wife, my 6-year-old daughter, a pile of luggage in a heap on a city sidewalk in downtown *******. Is this a safe neighborhood? No idea. How am I going to get out of here and get to my destination? Equally uncertain. On October 20th I flew into ******* heading to a wedding in Northeast *******. After being told that my rental company had no cars available, I made a reservation through Expedia.com for a car at Hertz in ********, **. Sorry about that, but if you book through a third party site, you need to call the local office to confirm. No offer of services, no offers of compensation, no offer of help to get to our destination. This continued a 5-hour period spent taking multiple Ubers trying to find a car. During this time, I was told that the third-party sites will take a reservation whether or not we actually have cars. If this is the case, Im not sure how the rental car agencies havent taken on this issue with travel sites. Evidently, they dont care as long as they are making money and have left this to be the customers problem, left to deal with it under the pressure of being stranded far from home in an unfamiliar location. During this time, I was told: -Travel sites book even though there aren't cars. -I should have called the local office to confirm. -Rental companies overbook because people don't show. Apparently it is the customer's responsibility to allow for and work through these issues. This experience saw my family travel from *********************************** to downtown *******, to ************************ in ********, back to ******* downtown, and finally to ************. When we finally found a car, it was to the tune of $650. Add to that the $150 we spent on Ubers around ******* trying to find one, we chalked up $800 and 5 hours, compared to the $294 of our reservation, because Hertz overbooks to make sure they make money, with no regard to whether or not their customer gets a car or gets to where they need to go.

  Business Response

  Date: 10/31/2022

  BBB Case 18334764
  
  This is a response to ***************************,
  
  During my investigation I found Hertz did not accept the payment for this third-party booking. Please be advised you will need to reach out to Expedia for any compensation.
  
  Thank you for contacting us.

  Customer Answer

  Date: 11/01/2022

   
  Complaint: 18334764
  
  I am rejecting this response because:

  To state that Expedia is the only culpable party in this exchange is to deny Hertz's responsibility to their customers. If It is truly your stance that Expedia is mishandling reservations by promising cars when no cars are avialable, what are you doing to remedy this issue? If they can't be trusted to book reservations for your agency, why are you still doing business with them? The reservation that I made had YOUR company's name on it. The standard you walk past is the standard you accept and if you are going to take no action to make this right, then you are clearly accepting Expedia's irrresponsible behavior in your name, because they are making you money. "Our mission at Hertz is to be customer focused, cost efficient, and provide an unforgettable car rental experience for whatever journey you may be on." Sound familiar? Tell me how doing business with an agency that is leaving people stranded and taking no action to correct the issue or make it right for the customer is being customer focused? It definitely created a car rental experience I won't soon forget.

  Sincerely,
  
  ***************************

  Business Response

  Date: 11/03/2022

  Complaint ID: ********
  ********************** Res#: ******************** regret any frustration caused by our previous decision and response. 

  Rest assured, your concerns have been shared with appropriate management for their review and corrective action where deemed necessary. When a reservation is unable to be honored at our locations, they will text or call the customer at the phone number provided at the time of booking. Unfortunately, the third party booking source in which your reservation was booked did not provide contact details in which our branch could reach you and instead provided the **************** phone number to Expedia. 

  Third party booking sites, while we provide up-to-date information to, *** not display accurate information which unfortunately is not in Hertz's control.  However, we appreciate your feedback regarding third party booking sites and have taken it on board. 

  Customer Answer

  Date: 11/03/2022

   
  Complaint: 18334764
  
  I am rejecting this response because it contiues Hertz's pattern of shirking responsibility. You do not have contorl over third party booking sites, but you certainly have control over their ability to book YOUR cars. You are choosing to continue that business relationship and choosing to allow them to handle your customers in an irresponsible way for the sake of making more money. If I discovered that my meat supplier was providing my restaurant with dog meat instead of beef, but since it was cheaper, I continued to utilize their services, I would bear the reponsibility of having continued that relationship. My customers would have every right to seek reparations from me for the choices I made in continuing to underserve them. Your mission statement says your mission is to be customer focused. Please tell me how blowing off my complaint with a "its been refferred to management" statement is a response focused on me and not focused on your mission of not rocking the boat in your relationship with third party booking to ensure that your bottom line isn't affected. The thing about mission statements is that its a lot easier to make money than it is to make money while living up to ideals and values, I can see where your focus really lies.
  
  Sincerely, 
  ***************************

• Initial Complaint

  Date:10/31/2022

  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.

  10.29.2022 @ approximately 10:00am On 10.28.2022 I was rear ended leaving me without a car. I made the reservation through Hertz.com at 10am on 10.29.2022. I am a Gold Member. The website allowed me to reserve a "standard" vehicle in *********, ** for a 12pm pick up time. At 11am I got a text stating that they were unable to fulfill my *************** needed to call customer service. When I called the reservation number in the text was NOT my reservation. **************** ensured my reservation still active and I could go pick up my car. When I arrived at 12pm, the doors were locked & the door stated they closed at 12pm. The guy inside unlocked the door and I said, "Wow It's weird that I could choose a 12 pick up time when you close at 12" He didn't respond... I gave my name & reservation # and he said he texted me & that they could not fulfill the reservation. I explained to him that customer service said they texted the wrong number & that my reservation was still available. I then asked what he had, at that time another employee walked in. The guy went to the back & back into the lobby talking to the female employee. She stated that they texted me so again I explained what customer service said. She told me that their customer service was a 3rd party *************** made a mistake telling me that. They then proceeded to say they could give me an upgraded vehicle for an upcharge... I said but the website said the car was available & I should not be penalized for their mistake. She explained the website overbooks by 40% - again I explain this was not my fault either. She said it was an upcharge - I said "So, I am being penalized for the website overbooking, customer service being a 3rd party service, & for you texting the wrong reservation #?" At that time she said she was refusing to fulfill my reservation & that I could go to the airport and hope that they have cars there but she was not going to help me.

  Business Response

  Date: 10/31/2022

  BBB Case 18334644
  
  This is a response to ***************************,
  
  To clarify, were you able to pick up the vehicle? If so are you currently on ************? Please provide us with your 9-digit Rental Agreement Number and/or your Reservation Number starting with a K or J.
  
  Thank you for contacting us.

  Customer Answer

  Date: 11/01/2022

  No, the employee told me she was refusing to fullfill my reservation and for me to take my reservation to the airport - 45 minutes away. I then call customer service and cancelled my reservation all together. I am currently renting with Enterprise who has gone above and beyond to help me. 

  Business Response

  Date: 11/03/2022

  Complaint ID: ********
  ********************** Res#: *********************** you for clarifying this information for our offices. 

  We regret that our branch was unable to secure your reservation with a rental vehicle.  Your reservation was found in our systems and we have confirmed it was booked as a last minute reservation for pick-up on the same day.  Our systems cannot guarantee vehicle availability for last minute reservations as sometimes situations may arise that are out of the branches control. This is usually caused by late returns, rental extensions or vehicle damage or loss. When such instances arise, it is standard procedure that our branch notifies any customers who may have an existing reservation that a vehicle will not be available to meet their reservation. In this case, we find our  branch operated within these procedures. 

  One point we would like to address is the misinformation provided to you by our **************** phone representatives. As the text received was a valid text, the information should have been confirmed by the **************** team and assistance with locating a vehicle at a nearby location. We regret this was not the case in this instance and want to assure you that this is being investigated with appropriate management for their review and corrective action where deemed necessary. 

  Customer Answer

  Date: 11/03/2022

   
  Complaint: 18334644
  
  I am rejecting this response because:

   

  I find this very disheartening... I made a last minute reservation which should have given me an even better updated selection on the website Also, for you employee to treat me with such disrespect is unacceptable. To allow a 12 pick up time when the facility closes at 12 is not acceptable as well. And then for them to have a vehicle and REFUSE to fulfil my reservation without additional charge to me is not ok. They had a vehicle and due to NO FAULT of mine should I have had been uncharged. This is poor customer service especially when people have to rent a car last minute due to unforeseen circumstances like mine - I could not have made the reservation any early - I did not know I was going to get rear ended and be left without a car. This is a poor response!
  
  Sincerely,
  ***************************

  Business Response

  Date: 11/03/2022

  Complaint No.: 18334644
  Reservation No.: K29529829F5
  
  This is in response to ****************************
  
  Thank you for allowing me the opportunity to further review this matter.
  
  I regret the inconvenience regarding your reservation and that we were unable to fulfill your reservation request. As previously stated, the location properly notified you of the changes to your reservation in a timely manner. We also informed you that we will investigate internally the misinformation surrounding this issue.
  
  In accordance to corporate policy any investigations done that require corrective action with employees, our customer will not be made aware of the outcome. I appreciate your feedback and will be utilizing your critique of our service to better improve our service to our customers.
  
  
  Thank you for contacting us.