Complaints

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

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• 

  Hertz

  8501 Williams Rd Estero, FL 33928-3325

• 

  Hertz

  PO Box 31166 Tampa, FL 33631-3166

• 

  Hertz

  2905 N 32nd St Fort Smith, AR 72904-4202

• 

  Hertz

  114 International Way Huntsville, AL 35824-0000

• 

  Hertz Corporation

  2300 N Airport Blvd Springfield, MO 65802-7536

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:10/25/2022

  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.

  I am trying to return a rental car early (by 5 days) yet I will still be charged for 7 days. The office manager will not ************* and they keep cutting me off. They also changed my reservation to 8 days without my permission. They were low on cars and I had to upgrade. I am more than happy to pay for the car for the time I used it, but not an extra week.

  Business Response

  Date: 10/27/2022

  Complaint ID: ********

  RR#: 969090975

   

  Thank you for contacting us. We appreciate the opportunity to assist. A review of our records indicates you contacted our **************** on 10/26/22. They agreed to adjust your charges to a two day rental based on the time period you had the vehicle. They processed a refund of $140.49 to your credit card. Please allow up to 7 business days for the credit to post to your account. 

   

  Customer Answer

  Date: 10/27/2022

   
  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:10/25/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hertz sent me an invoice dated 10/15/2022 for rental of a vehicle from 9/15/22 to 9/21/22 from Hertz *********, **. The total amount is $344.18.I dispute this debt because Hertz violated its rental contract by renting me a NON-FUNCTIONING VEHICLE and taking no steps to replace it during the rental period. The car had to be returned to Hertz via tow truck.Despite being informed of this fact several times by phone and in increasing desperation, I never received any contact from anyone at Hertz either by phone or in writing, although I called both the main line and the ********* office repeatedly (9/17, 9/18, 9/20, 9/21, 9/23) both during the rental period and after the car was towed away.I was promised in two separate phone calls initiated by me to ********* office manager ****** (9/21, 9/23) that I would receive a return call from the district manager to discuss compensation for the defective vehicle, as my credit card was charged for the full rental amount upon return of the vehicleagain, I would like to emphasize, by tow truck. Weeks went by and these calls never came.I finally engaged the assistance of the travel agency through which I had booked the vehicle, Egencia. The Hertz representative offered me, through the Egencia agent, merely a voucher toward a future rental. This was unacceptable and I rejected this offer.I next engaged the assistance of my credit card company, *****, filing a dispute of the $344.18 charge made on 9/21/22, explaining the circumstances and Hertz's violation of its rental contract. ***** performed an investigation into my claims, found in my favor, and credited my card for the full rental amount. They sent me a letter affirming their finding and made permanent the refund of the charges to my credit card account on 10/18/22. Unable to legally recharge my card, Hertz then sent me an invoice for $344.18 dated 10/15/22. I am disputing the full amount of this invoice for the reasons detailed above.rental agreement #*********

  Business Response

  Date: 10/28/2022

  Complaint ID: ********

  RR#: 911156842

   

  Thank you for contacting us. We appreciate the opportunity to assist. 

  We have reviewed this matter with the management team for *********, **. They have advised the vehicle was towed on the day it was scheduled to be returned. When the vehicle arrived they found the vehicle had a dead battery. The vehicle was used for the duration of your rental and was driven over 800 miles. ******* of this we find the charges to be valid.  Adverse chargeback disputes do not mean the charges are invalid and in no way alleviates the renter of responsibility of the charges, therefore the balance owed is valid. 

   

  Customer Answer

  Date: 10/28/2022

   
  Complaint: 18311541
  
  I am rejecting this response because:

  Hertz specifically states All Hertz vehicles should be properly serviced and in good mechanical condition before being released for rental. That clearly was not the case with this vehicle. Hertz is in violation of its own contract and clearly a dishonest company. Their response also fails to address the absolutely dismal customer service I received, and the fact that I had to make modifications to my trip because of the mechanical issues with the vehicle. They also fail to address the unnecessary anxiety I experienced because they rented me a vehicle that was on the verge of mechanical failure throughout my trip. I will be taking legal action. Add it to the pile of lawsuits, Hertz.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/31/2022

  BBB Case 18311541
  RA No: 911156842
  
  This is a response to ***************************,
  
  I apologize for the inconveniences you experienced and for the lack of assistance during this issue. I was able to issue a full refund of $344.18 to the card on file. Please allow up to 10 business days for the funds to appear in your account.
  
  Thank you for contacting us.

  Customer Answer

  Date: 10/31/2022

   
  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:10/25/2022

  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#********* We rented a car from this location after being told we were lucky they had it. Mind you we made a reservation weeks in advance. ******* husband brushed this snide ****** off & continued to rent from this location anyway since this was the day of the trip. They brought us a car with stained seats and a dirty interior stating someone had cleaned it,I told the employee who worked with us that it smelled like pets had been in it and to have the stains documented and he said he did.Before we left we asked were they open on Sundays since this was the day we would be bringing the car back. They told us to leave the key in the drop ********** would check it in Monday since they were closed. ******* mother in law followed my husband to the location so we could drop it off. The next day I get another charge from them & thought this was suspicious so I called three times with no answer,I called a 4th time & was put on hold for 20 minutes then the phone hung up. My husband went to location to ask what the additional charge was for & was told we cant find the key so we will charge you every day until we do. I was shocked so I told the employee to roll the security camera so he could see us putting the key in & he said NO flat out no. So then I asked was there a time limit before anyone does ************* said again no then followed up very rudely by saying supposedly you guys dropped the key off so maybe if it turns up we might refund some of the charges this persons name was *********** was very rude & nonchalant about charging ******* family for there mistake. Besides this was an easy fix just look at the camera to see we dropped it off but he didnt & the car is still parked in the same spot that we left it. They need to stop charging *********** my deposit plus the illegal money they are taking since they lost the key. This is terrible customer ****************** practices.

  Business Response

  Date: 10/27/2022

  Complaint ID: ********

  RR#: 967198142

  Thank you for contacting us. The condition of the vehicle you received is a concern to us, and I apologize for the inconvenience you experienced.  We always want to provide quality vehicles to our customers and we appreciate you letting us know of your experience. A review of our records indicates our **************** corrected your ********************** charges and issued a refund of $96.19 on 10/26/22. Although processed on 10/26/22 it can take up to 7 days to post to your account. 

  As a gesture of our apology I am mailing a $50.00 rental certificate to use towards a future rental. Please allow up to 10 days to receive the certificate in the mail. 

  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:10/25/2022

  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.

  I put a deposit on a rental car at the *************** on Thursday October 20, 2022.I made the reservation for the car online.. The price was quoted at about $ ****** on the online email but when I came to the rental agency they told me it was going to be over $400 dollars. I cancelled the reservation but I did not get a refund. I would like a refund on my credit card. Other customers (3 others) had the same experience and all left without getting a car. I suspect that this agency is collecting deposit money expecting that people won't bother fighting to get their deposits back.

  Business Response

  Date: 11/02/2022

  BBB Complaint: 18311266
  This is in response to *******************************
  

  Regrettably, there are no specifics in your query please provide your Reservation so that we may further review your concerns.
  
  Thank you for contacting us. 

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18311266
  
  I am rejecting this response because I would like to be refunded $22.04. They said that the car would be ****** for three days but when we got to the rental they told us it would be more than 3 times that amount. We did not accept the car but they charged my credit card.

  Here is the copy of my confirmation from eDreams car hire from ***************. 

  https://rentacar.edreams.com/voucher?resid=US663440320&email=67381247184248714559
  
  
  Car hire voucher
  Booking number*
  US663440320
  Flight number
  NK 2082
  Main driver's name
  *******************************
  Manage Booking
  Pick-********* - Airport (*******), ************************
  Date/Time
  20 Oct 2022 / 16:00
  Address
  *********************************************************************************************, 32812
  Desk telephone no.
  **************
  
  Drop-offOrlando - Airport (*******), ************************
  Date/Time
  23 Oct 2022 / 16:00
  Address
  *********************************************************************************************, 32812
  Desk telephone no.
  **************
  
  Toyota Yaris or similar
  Directions to desk
  Once you have picked up your luggage, please proceed to ground transportation. A or B terminal proceed to numbers 34, 35 or 36. Call ************** for shuttle collection. You are going to expect a RED BUS that says ***************
  Confirmation no.:
  JAA0004604
  Rate code:
  CTU
  Voucher number:
  US663440320
  Manage your booking
  Manage your booking
  Change Vehicle
  Change Dates/Locations
  Update Personal Details
  Add optional Extras
  View Rental Conditions
  Customer Support
  Cancel Booking
  Manage Booking
  Payment
  Total cost
  USD 161.30
  Payment received
  USD 22.04*
  Payable at counter
  USD 139.26
  * This charge was made by *************************** registered in ******, Ireland and it will appear on your credit card statement as eDreams.
  The information provided in this voucher is accurate at the time of the booking. However, any modification of the booking by the customer at the ********************** desk may result in changes to such items as damage waiver liability, theft waiver liability and excess amount. If modifications are made to the booking at the rental desk, the terms and conditions provided to you then shall prevail over this voucher.
  
  VAT invoice requests: If you need a VAT invoice please ask for this when collecting car or in the case of your rental being finished, contact the supplier directly. We cannot provide this on their behalf.
  Useful information
  Terms and conditions
  ADDITIONAL DRIVERS
  Additional drivers are not included in any rental rate package A Maximum of 3 additional drivers maybe added to the rental contract at a cost of ***** USD excluding tax each, per day each day per rental, providedthat any additional names driver meets the driving licence criteria. Additional drivers can only be added for the full duration of the rental. All insurance cover as part of the rental contractwill become void if an unauthorized driver has used the vehicle or if the driver of the vehicledoes not possess the required driving licence at the time of the event giving rise to claim.
  ADDITIONAL DRIVERS
  Conductores adicionales mayores de 25 pagan $9.99 por dia. ***************************** pagan $***** por dia.
  AFTER HOURS
  No aceptamos transacciones fuera de nuestro horario regular.
  AFTER HOURS
  Out of Hours returns are allowed, customer will drop off the vehicle keys at the designated key drop box, and rental agreement will be closed the next following business day. Out of Hours collections are not allowed.
  AGE
  The Minimum Driving Age for this rental is 21.The Maximum Driving Age for this rental is 80.The following Surcharges Apply: Drivers Age 21 to 24, ***** USD per day excluding tax. Age 71 to 80, ***** USD per day excluding tax. The Driver surcharges are not included in the rental cost quoted.
  
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 11/03/2022

  BBB Case 18311266
  
  This is a response to *******************************
  
  I apologize but I am still unable to locate your reservation. Do you have a reservation ID starting with a J or K?
  
  Thank you for contacting us.

  Customer Answer

  Date: 11/03/2022

   
  Complaint: 18311266
  
  I am rejecting this response because I would like a refund. Here is the information that you requested.

  Booking Reference Number:US663440320
  Confirmation no. JAA0004604
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 11/08/2022

  BBB Case 18311266
  
  This is a response to *******************************
  
  I apologize but I am still unable to locate your reservation. Do you have a reservation ID starting with a J or K?
  
  Thank you for contacting us.

• Initial Complaint

  Date:10/25/2022

  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.

  My ********** was being worked on by the ********** Dealership here in ***********, **. They said they needed to keep my van and they did for over a week. They arranged the Van at Hertz for me to use. Upon taking the Van the male representative stated that there was a problem with the sliding door. While I used the Van the door handle came off. That is the only damage that I made. This company billed my insurance over $3305.94 for damages that I didn't cause. I explained to my insurance company that I didn't cause these damages but they chose to believe Hertz instead of me. The insurance paid them everything but $1080.69 which was part of the deductible and some charges that were not covered. ********** also paid them for the use of the Van. I looked up the cost for a door handle it was about $50.00 and the labor was about $100.00. This is the only charges that should have been billed to the insurance company. They would have applied it towards the deductible we would have paid that to Hertz and that would have been it. They also have a signature on two of the copies of the van that is not mine. The only thing that I signed was the Credit Card paper where they said that even though ********** was paying for the rental they still needed my Credit Card. I am reporting this also to the three reporting agencies and to the *************************

  Business Response

  Date: 11/01/2022

  BBB Case 18308045
  RA No: H15479763
  
  This is a response to *******************,
  
  You only owe a balance of $1080.69 as Geico paid $2225.25 on 10/3/22. As you have confirmed you had caused damage to the vehicle and your insurance has already made a payment, the charges are correct and no adjustment is due. While I understand this is not the desired outcome, we stand by the final charges billed.
  
  Thank you for contacting us.

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18308045
  
  I am rejecting this response because:  As I stated before and I will continue to state it is that the only damage that happened when I used the van was the door handle coming off on the sliding door.  A male employee from your business advised me that the sliding door had problems.  There was no other Damage caused by me.  I do not accept what the insurance company paid you and I am not responsible for any balance.  I did not agree with the insurance company paying you anything that was on their own accord! Just because the insurance company listened to you instead of me doesn't mean that you are telling the truth when it came to the damage on the van if you were actually showing the ********* that I drove.   We do not owe you anything and the insurance company should not have paid you anything!!!
  
  Sincerely,
  
  *******************

  Business Response

  Date: 11/08/2022

  BBB Case 18308045
  RA No: H15479763
  
  This is a response to ****************************** 

  We apologize for any frustration caused by our previous response. However, our decision and response is based on information and documentation received by our location Area Manager as well as our *************************** team. While we understand this is not the outcome you were anticipating, we hope you will respect our position on this matter as we consider it having been fully addressed.

  Please know that we take all customer concerns very seriously and we want to thank you for allowing us the opportunity to review this matter. 

• Initial Complaint

  Date:10/25/2022

  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.

  I had a car rental from 1/14/2022-1/18/2022 that was picked up at *** airport. I was charged $352.93 for a car that immediately broke down on me the first day I used it. I requested a car replacement but Hertz said it was not possible and that I would have to replace the battery myself. It was a FACTORY battery of over 50k miles that was clearly in need of a replacement or else it would die like during my trip. Attached below is the car battery receipt that I paid for out of pocket but Hertz compensated it. However, they are trying to play it off that it was a compensation towards my car rental. I have email correspondences that state I do NOT owe anything and that it's been "credited" back into my account, which they never did. I have filed a dispute with my ********** but Hertz was able to fight against it. But now they are constantly harassing me for a charge that I do NOT owe even though I called a rep on 8/30/2022 at 12:10PM PST who stated that I do not owe anything and that I have paid in full for something that shouldn't be a charge. This is completely unprofessional and a distasteful experience for a company who has been trying to wrangle a transaction from JANUARY even though they have sent me receipts that I do not owe anything but immediately tries to charge me. In fact, I ended up just paying the car rental in full even though I was supposed to be refunded in full because it was a PREPAID transaction (just like your billing statement says) and they are still trying to charge me MORE. Rental agreement: ********* Document: ************

  Business Response

  Date: 10/27/2022

  BBB Case 18307986
  RA No: 376193915
  
  This is a response to *******************
  
  Our records show you received $208.70 for the battery.Any other compensation was halted when you initiated a chargeback. As such, no credit is warranted nor can be issued at this time.
  
  Thank you for contacting us.

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18307986
  
  I am rejecting this response because:

  It took over 3 months of waiting to get my full refund of the car rental, hence why I initiated a chargeback but the amount is $144. That is only a partial chargeback to what Hertz owes me. The company is willing to send a voucher through mail but cant even send the rest of the refund too. In addition, Hertz need to stop harassing me in sending me mail about how I owe them money when its clear that it was a prepaid reservation and that a full refund was promised. 

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

  Business Response

  Date: 11/01/2022

  BBB Case 18307986.
  RA No: 376193915
  
  This is a response to *******************
  
  To clarify, how much have you been refunded?
  
  Thank you for contacting us.

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18307986
  
  I am rejecting this response because: *************** to their question to clarify my situation.

  I was refunded $144.23 and it was processed on 4/28/2022 from a balance of $352.93. Hertz owes me $208.70 of the remaining balance. 

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

  Customer Answer

  Date: 11/14/2022

  Hello, 

  Attached are references of the prepaid reservation that Hertz keep demanding that I owe them money even though it was already paid in full and I was promised a refund for the services they failed to uphold on their end. There are a couple of pictures that showcase a full refund will be issued or a different amount but I have only received a partial refund. 

  Hertz ended up sending this dispute to a collections agency. Please help rectify the issue as I don't comprehend why I owe them money for something that I fully prepaid for before my reservation. 

  Business Response

  Date: 11/15/2022

  Complaint ID: ********

  RR#: 003578024/376193915

   

  Thank you for contacting us. I apologize for any inconvenience you experienced. A review of our records indicates you received a refund for the cost of the battery in the amount of $208.70. The current balance owed is $144.23. This is due to a chargeback initiated for the prepaid charges. As the charges are valid the balance is owed. 

  Customer Answer

  Date: 11/15/2022

   
  Complaint: 18307986
  
  I am rejecting this response because:

  Were just going around in circles again because the amount owed shouldnt be valid when it was a prepaid reservation, so I dont owe anything. You guys hiding behind the excuse of a chargeback doesnt justify how you failed to refund me the full amount. The car battery and car reservation are two separate transactions. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:10/25/2022

  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.

  On June 6th 2022, I prepaid $199.54 for the Managers Special rental. With the managers special, they surprise you (their words on their website) with an economy or larger vehicle. So I had not selected a car on their lot, I had not withheld a car from inventory. That said, I had to cancel the reservation because the wedding I was attending got postponed. I was charged $100 in cancellation fees for a product I hadnt used, because I prepaid. I should not be punished by prepaying for a car. Why would I ever prepay again? I would have liked to talk to Hertz corporate to try and resolve this at the lowest level, but I tried multiple different phone numbers (during operating hours) and was not able to get through to anyone. I am seeking the $100 cancellation fee be waived, and the $100 be refunded to me.

  Business Response

  Date: 10/27/2022

  BBB Case 18307778
  
  This is a response to ***************************,
  
  In accordance with the prepaid Terms and Conditions accepted at the time of booking, a cancellation fee will be issued if the reservation is cancelled after the date and time the reservation was booked.  A review of our records show that a $50.00 cancellation fee was deducted from the prepaid amount due to the cancelation for your city/state reservation. Therefore, we must decline your request for a refund on the cancelation fee.
  
  Thank you for contacting us.

• Initial Complaint

  Date:10/25/2022

  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 October 15th, 2022, I rented a vehicle from Hertz ********************************************* and today I returned it ( 10/24 at 8:09am) and per Representative vehicle had a minor scratch( please see attachment). I never sign an agreement of a walk around sheet. The representative just handed me the vehicle and I drove away. Hertz is now trying to charge my credit card of $665.00 if you can my documents that states that I got the vehicle at 10:55am and the photos were taken at 11:01am which Id already a discrepancy from Hertz. I will like to get a further explanation and will like that fee to be removed immediately.

  Business Response

  Date: 10/27/2022

  BBB Case 18307143
  RA No: 965109563
  
  This is a response to *******************
  
  I apologize for the inconveniences this issue may have brought. I was able to issue a refund of $665.20 to the card on file for the damage charge. Please allow up to 10 business days for the funds to post back to your account.
  
  Thank you for contacting us.

  Customer Answer

  Date: 10/29/2022

   
  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:10/25/2022

  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 Agreement Number: ********* On October 8th, 2022, I placed a reservation by phone in order to redeem my Hertz Gold reward points. The agent explained that although the rental was covered by the rewards, I would still have to pay roughly $155 for taxes and fees. However, without the redemption the cost was over $350. So, I moved forward with the reservation.Upon arrival at the airport, in *****, **, there was not a single full-sized sedan available (which is what I reserved). It was late, I was exhausted, and running late to a dinner meeting. So, when the agent at the counter put me into an SUV, I did not ask any questions. As I drove out, I even added the fuel pre-pay option, as my flight was departing at 5:30am (two days later). I was handed the rental agreement, which I stashed in my glovebox, and drove off to my meeting.Everything went well, until I checked my account balance to find that the fuel prepay was $79 instead of $66 (as I was told it would be when leaving the airport). Thirteen dollars is no reason to write a BBB complaint, but it is worth mentioning as it is still an increase of nearly 20%. Thus, Hertz needs to do a better job of telling customers that the fuel price (which is already more than many local gas stations) would also be subject to ADDITIONAL taxes.I learned about the aforementioned taxes as a result of calling Hertz, simply to try to understand the additional fee. That is when the agent mentioned that I had also purchased ****** Loss Damage Waiver (***). Although it was listed on my receipt, none of the THREE reps with whom I spoke/interacted ever mentioned this. It turns out that of the original $155, $125 was a result of the **** In short, the Hertz agent to made the reservation, decided to add the *** to my rental without telling me. Instead saying that it was all taxes and airport fees. I feel that the amount of the *** should be refunded to me and Hertz makes an effort to be more upfront about what people are paying.

  Business Response

  Date: 10/27/2022

  BBB Case 18306475
  RA No: 966644453
  
  This is a response to ***************************,
  
  I apologize for the inconveniences this issue has brought.I was able to remove the Loss Damage Waiver (LDW) charge and issued a refund of $125.97 to the card on file. Please allow up to 10 business days for the refund to post.
  
  Thank you for contacting us.

  Customer Answer

  Date: 11/01/2022

   
  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:10/24/2022

  Type:Order 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 have been renting a Hertz Car for the purpose of driving Uber with their Uber Vehicle Solutions program.Issue: Hertz is falsely claiming that I have a repossession on my record (which is not true), but their claim says that my car was repossessed from 3/22/22 - 4/02/22 when in fact I continued to get rental extensions all the way through 8/25/22. In fact, I have a rental agreement that was started on 4/15/22 which is to show that if I had a repossession on my record, they would have not rented a new car to me in that scenario. I have text messages to prove all of the extensions and any contracts. I have written two emails to their rental suspension department and no one is willing to look into the actual issue instead they just say my account was put on the permanent suspension list when in fact none of this is true. I am attaching screenshots below.I also have always stayed in touch with ***************** at the Hertz San ************************* where I always rented from. *** has told me that he also wrote an email to the rental suspension department saying that I am in good standing with them, but has never received a response. If needed I can provide screenshots of my text msgs with him showing everything.I have never missed a payment and I am attaching contracts to support the dates above. This has caused me not to be able to drive Uber which is my main source of income. Please let me know if you need anything else from me.Thank you

  Business Response

  Date: 11/02/2022

  BBB Compliant: 18307756
  RR# *********
  

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

  Regrettably, the documentation you provided does not support that the rental was extended and paid in full.
  

  A review of our records shows the vehicle was rented for a week from 03/22/2022 to 03/29/22. Our records also show the vehicle was overdue on 03/30/22. You did not make contact with us to extend your rental and the vehicle therefore went overdue and a repo was hired. Due to the repo being hired to collect the vehicle as well as failure to respond to our overdue team
  

  Based on the above information, we can confirm the decision is correct. Please provide the screen shots confirming the rental was extended during this time frame so that we may further review.
  

  Thank you for contacting us. 

  Customer Answer

  Date: 11/11/2022

   
  Complaint: 18307756
  
  I am rejecting this response because:

  I am including screenshot of my conversation with ***************** from San ****** Hertz saying he had extended my rental until April 5th.

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

  Business Response

  Date: 11/16/2022

  Complaint ID: ********

  RR#: 425176345

  The text messages you provided indicate you were only extended until 04/05/2022, however you failed to extend the rental and continued to keep the vehicle until 04/12/22. Because the rental was sent to our repossession team as it was overdue your rental privileges are permanently suspended.