Business Profile

Auto Rentals and Leasing

Hertz

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Important information

Customer Complaint:
Hertz requests and BBB recommends that if you have any complaints or concerns, please contact Hertz's Executive Customer Service Team at [email protected] or (239) 301-7000 prior to contacting BBB.

The customer experience information and complaint history provided in this BBB Business Profile reflects Hertz's worldwide operations. BBB Serving West Florida services all customer complaints and reviews for Hertz and its locations throughout the world.

Complaints

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

Customer Complaints Summary

7,189 total complaints in the last 3 years.
1,720 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:10/24/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On October 1, 2022 I went online to the Hertz car rental website to rent a car because my car was going to be in the shop for a week. I wanted to use a debit card because I didn't have a credit card at that time in my name. I rented here once before and had a great experience. I now know it was only because it was paid for by an insurance claim. The rules about renting with a debit card was that I had to have $500 plus the cost of the rental in my bank account 4 the duration of my rental, not able to pick the car up til Monday because they had to do a soft credit check which takes a day to perform. My score is 680. I had no reason to believe I'd not pass with that score. I got a notification that my bank card was charged the amount of the rental so I assumed I passed the credit check. I went on Monday to pick up. Was told to bring the same debit card, proof of insurance and my ID with me to pick up the car. When I arrived on Monday the first thing the young man did was run my credit. I was told that would be done before I arrived to p/u the car. He told me that I did not pass and that he couldn't rent me a car. I was confused because I was already charged the $261.99 which was the cost to rent the car for 7 days. I then asked him to refund my money so I could rent a car somewhere else. I was left in the rain with no ride or money. They actually charged me for a service they couldn't provide to me. I called that day for a refund and was told it would take 10 business days. 10 days later, I still had no refund. I called again on the 12th and was told they had no record of me calling before. I was very upset when I called the first time so the manager erased the note that I even called and didn't process a refund on purpose. At this point I feel I'm owed interest on my money. Spoke 2 a woman named Velmy the 2nd time got Reservation code: K26747784C8 confirmation number: *********. Their policy of charging b4 they do credit check is fraudulent. I need my refund
Business Response
Date: 11/02/2022
Complaint ID#: ********
Hertz RESID#: K26747784C8
RA#: 008362012
This is in response to ***************************, Thank you for allowing me the opportunity to address your concerns.
According to our records, you selected a "Pay Now" reservation which causes your card to be charged' at the time of booking confirmation. This charge is authorized prior to arrival and may take time to finalize depending on when your booking is scheduled for arrival . To avoid this action in the future, please select the rate marketed for Pay Later" so that you are not charged in advance. In relation to the qualification process, we do not perform the soft credit check until you arrive at the location. My apologies for the confusion. I can confirm the refund was processed and sent to your bank 10/21/22. Please see attached refund invoice for your records. Thank you again for allowing me to clarify this matter fully.

Kind Regards,
Initial Complaint
Date:10/21/2022
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 October 15, 2022, at 1pm, my wife and I made reservations for a rental car over the phone with Hertz. Our rental record number is *********. Not one, but two different sales agents assured us that if we returned the vehicle early, we would be refunded for the time we did not use. We originally reserved the car for a week because that is all they would allow us to do. We returned the car on October 17, 2022 at 12:29pm. The charges for those two days, as reflected on the receipt, total $175.58. We paid $478.18 when we picked up the vehicle. I am asking for a refund of the $302.60 we overpaid. We only want Hertz to stand by what their sales representatives stated to us over the phone when we made our reservation.
Business Response
Date: 11/02/2022
BBB Complaint: 18295525
RR# *********
This is in response to ****************************

Per the prepaid terms and conditions, we do not refund for unused days. You may view this information during the booking process. However, as a one-time goodwill gesture we have issued a refund for the unused days of $298.10 to the credit card on file. Please allow **** business days for processing.
Thank you for contacting us.
Initial Complaint
Date:10/21/2022
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 reneted a car from hertz and thay over charged me with $80 so after calling in and beiong on the phone a hour thay sent me a voucher for $80 and i toke out a car again and wanted to use the voucher and thay moved me around and thay didnt want to take it the location tond me that i have to call cosemer service when i called thay told me that only the location could add thai and since the agrement is closed tahy cant do it *********************** to a superveser and he told me that i have to show it when i make the reservation and on the voucher its says clerly the i have to show it when i retern the car this happend on 10/14/2022
Business Response
Date: 10/24/2022
BBB Case #: 18224987
Hertz RR#: unknown

This correspondence is being sent in response to a query made by **********************************

Thank you for allowing us the opportunity to address your concerns. I sincerely apologize for any inconvenience you may have experienced with your recent rental vehicle. At Hertz, we aim to provide the highest level of service before, during and after a rental. I appreciate the time you have spent in reporting this to us. Please provide us with your 9-digit Rental Agreement number or 11-digit Reservation number so that we may further assist you. Once this information is received, we will begin our investigation as expeditiously as possible.

Please know that we take all customer concerns very seriously.
Customer Answer
Date: 10/24/2022
RR 963709073
from 10/12/22
to 10/14/22
from *************** brooklyn
Business Response
Date: 10/27/2022
Complaint ID: ********
RR#: 963709073
I apologize for any misunderstanding please be assured we will address this matter with the appropriate management for immediate correction. So that we may apply the certificate to your rental please use marker to write "VOID" in large letters across the front and back of the certificate. Please take a picture and send it as an attachment. Once received we will apply a refund of $80.00 on your rental.
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.
if the coumpeny is giving me the refund on my credit card and not for a future rental

Sincerely,

*********************************
Customer Answer
Date: 01/12/2023

as we agreed with the company hertz that i should send the voucher from $80
and write void on the back and the front and they will refund me the money. and i did so . but the coupeny never refunded me ....

***************************;
**********
Business Response
Date: 01/20/2023
Complaint ID #: ********
Hertz RR#: 963709073

This is in response to *********************************. Thank you for allowing me to revisit your concerns.

Thank you for supplying the documentation to apply the certificate as promised. Please allow 7 business days for the refund of $80.00 to become a reflective credit on the card used to pay for the rental.

Kind Regards,
Customer Answer
Date: 01/23/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************************
Initial Complaint
Date:10/21/2022
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 ID: ********* On Saturday morning, August 20, I was rear-ended in a Hertz Uber Tesla by a truck while parked at a stop light. Police came and I was in a state of shock while they filled the report. The truck hit the back of the Tesla so hard the two vehicles could not be pulled apart. While awaiting my husband to pick me up the Police called a tow company for both vehicles. I was in shock but fortunately not injured, nor the other apologetic driver. However, the real headache began having to deal with Hertz on the logistics of the accident. Hertz Uber *********** is closed and not accessible on weekends so I spent a good part of the day speaking to Hertz **************** by phone who could only set up a case (# ***-242-917). They could not assist and said to wait for Hertz Uber on Monday to begin to track down the vehicle from the towing company the Police had used. On Monday Hertz Uber *********** had little remorse for the accident and blamed me for not calling the Hertz approved tow company. I was in an accident in shock, like any normal human being and was not aware when the Police made the call. I provided the report details, the cars interlocked, etc... and Hertz Uber said they could not provide a replacement vehicle without tracking down the original vehicle. Long story short and after countless calls connecting the tow company to Hertz Uber the vehicle showed up at Hertz Uber *********** on August 25th. Hertz pushed very hard the zero financial liability LDW insurance plan before I rented. I accepted. Add insult to injury, they charged me $853.24 plus tax for impounding/storage fees plus the $449.53 plus tax weekly rate to which I didn't have a vehicle. As an accident victim and having paid the insurance I am astounded by Hertz's lack of remorse in these charges. I seek to be refunded both charges and that's nothing compared to lost income and the countless hours spent with Hertz terrible customer service and the tow company.
Business Response
Date: 10/21/2022
BBB Case 18294554
RR No: 654199980

This is a response to Zorahida *****

I was able to issue a refund of $1393.58 to the card on file for the added impound charges. Please allow up to 10 business days for the funds to post to your account.

Thank you for contacting us.
Customer Answer
Date: 10/28/2022

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,

Zorahida *****
Initial Complaint
Date:10/21/2022
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 10/9/22 I made a reservation(H-K27500873F9) for a rental car at ***********************************************************************************************************************. Pick up date was 10/13, with a drop off date of 10/17. I rented a car(H-K23125014C7) early in September and had an issue where the vehicle I reserved and was told was available by your system was not available when I arrived. Resulting in me having to place a dispute to receive the difference in what I paid for and what I received. After arriving to pick up the vehicle I was told that there were no more rental vehicles available. I asked the agent why I wasn't notified to which she replied "I was busy".. I asked her what I'm supposed to do now and she stated she could call other hertz to see if they had vehicles but at this point I was already running late and the places she mentioned were 45+ minutes away(which wouldn't work do to time constraint). Why she wouldn't have done this to begin with is beyond me.. Obviously I wanted the car.. That was the reason for making the reservation. While I waited for my GF to check Enterprise I called the # provided by your rep and was told that they could not refund my money because it was done through ****** and Hertz did not receive any money(I guess Hertz rents cars out free of charge now?) Anyway, I could go on and on about the horrible and embarrassing customer service I received but I can tell from my interactions that the company does not care. You trick people into believing cars are available and then make it difficult for them to get refunds. Your agents just throw up their hands and blame it on the system/algorithm. The same thing happened to 2 people in front of me that day also.Because of your companies error, my GF and I were forced to use another company at the last minute and therefore paid more than we should have. My original booking was for $401.92. As a result of your error we spent $646.47. Please do the right thing and refund the $244.55 that we had to spend as a result of your "error".
Business Response
Date: 10/21/2022
Complaint ID: ********
Res#: K27500873F9
I sincerely apologize for the inconvenience experienced when we were unable provide a vehicle for your reservation. 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. Normally our inventory of vehicles is more than enough to meet confirmed reservations; however, on occasion, customers do not return vehicles as expected, and the resulting shortages cannot be overcome immediately.
Please provide the competitors final receipt so that we may review for reimbursement for the difference in rental rates.
Customer Answer
Date: 10/21/2022

Complaint: 18293896

I am rejecting this response because: I have attached the most recent document sent from Enterprise. The agreement is in my girlfriends(*********************************) name as she reached out to them while I attempted to work this out with Hertz over the phone. I am listed as the additional driver.
Sincerely,

***************************
Business Response
Date: 10/24/2022
Complaint ID: ********
Res#: K27500873F9

This correspondence is being sent in response to a query made by ****************************
Regretfully, there was not a detailed receipt attached for the Enterprise rental. Please provide the competitors final receipt so that we may review for reimbursement for the difference in rental rates.
Customer Answer
Date: 10/24/2022

Complaint: 18293896

I am rejecting this response because:
The Enterprise receipt is attached.

Sincerely,

***************************
Customer Answer
Date: 10/28/2022

Complaint: 18293896

I am rejecting this response because:

The Enterprise Receipt is attached.

Sincerely,

***************************
Business Response
Date: 10/28/2022
BBB Case 18293896
Res No: K27500873F9

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

Thank you for reaching out to us. I appreciate the opportunity to review your concern.

I have issued a refund of $244.55 to the card ending in **** for the difference in rates. Please allow up to 14 business days for the refund to post.

Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to assist you in this matter. Please do not hesitate to reach out for any further concerns and thank you for choosing Hertz.

Thank you for contacting us.
Initial Complaint
Date:10/21/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On October 20, I attempted to pick up a car I rented from Hertz through Priceline. The counter refused to loan me the card due to not having a credit card in my name. My debit card can be run as credit, and my reservation was accepted via GooglePay, so there was sufficient evidence that my rental would be approved. The counter associate offered no solution or apology, and the supervisor refused to work to find an acceptable solution. I called Hertz, and while they did provide a refund eventually, it was after much discussion. I attempted to file a formal complaint by talking with a supervisor, and I was left on hold until the call disconnected or I was hung up on. I waited for over an hour, so it is possible that there was no intention of honoring my request to speak with a supervisor and they were attempting to wait me out. Considering I was not given a solution to my need for a rental I was counting on, I would like there to be some form of compensation. I am not aiming for monetary or other compensation out of greed, nor do I wish to capitalize on this situation to be selfish. I want there to be ramifications due to the terrible customer service and the great inconvenience they have caused me. I feel my concern was not respected, and hence why I am filing a formal complaint against the business and seeking some form of retribution to indemnify me for my anxiety, frustration, inconvenience, time, and the disrespect I feel I have received.
Business Response
Date: 10/21/2022
Complaint ID: ********
RR#: K2832886695
Please advise if you presented the physical debit card at the rental counter upon your arrival.
Customer Answer
Date: 10/21/2022

Complaint: 18290714

I am rejecting this response because They didn't offer a resolution; they asked a question.

The answer is yes; I offered three different physical debit cards, all with sufficient funds to rent the vehicle. Sufficient funds meaning well over $500 on each of the three physical debit cards. I also had my mother willing to lend me her physical credit card as collateral to provide a remedy to this situation due to the confusion.
Zero attempt was made to find any resolution. The counter agent and supervisor pushed a phone number to me and weren't even noticeably apologetic
Sincerely,

*********************************
Business Response
Date: 10/24/2022
Complaint ID: ********
Res#: K2832886695

This correspondence is being sent in response to a query made by **********************************

I sincerely apologize for the inconvenience experienced when you went to pick up your reservation at the ****************************. Debit cards are accepted at many locations to qualify the rentals when other requirements are met. At airport locations the renter is required to provide proof of a return travel ticket to coincide with the rental and present two (2) valid forms of identification.

Additionally, when a customer is using a debit card, even one that can be used as a credit card, Hertz does a credit scoring with Equifax,which is one of the three credit reporting agencies. We understand that most mortgage lenders get Consumer Reports from all three credit reporting agencies, so if there is a small effect on Equifax, then the effect will not be present at the other two agencies.

In accordance to our terms and conditions the credit or debit card and photo proof of identification must match the name of the reservation. Therefore, this is why they were unable to use your mothers credit card.

With the above information we find that the location followed proper protocol. Additionally, these terms and conditions can be found on our website. Please know that we take all customer concerns very seriously.
Customer Answer
Date: 10/24/2022

Complaint: 18290714

I am rejecting this response because:
The business is not telling me anything I have not already stated. The company has not adequately addressed my concern. If the business honestly does care about the inconvenience that was caused by this situation and the lack of any effort from the franchise to provide proper customer service, then I do have an amicable solution. I was forced to find another rental company that was willing to work with me, and that did provide excellent customer service. I would be willing to let bygones be bygones if Hertz would reimburse me the difference between what their rental cost would have been versus the price I was forced to pay by going with another company. I do not anticipate the price difference will be significant and I believe this would show integrity on the part of the business.
Additionally, there has been zero addressing of the concern of being placed on hold until the call disconnected or I was hung up on.
Sincerely,

*********************************
Initial Complaint
Date:10/21/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In January 2022, I reserved a premium Audi A3 from Hertz (Confirmation: K00628852D2). On October 19th, I called Hertz to see if I could extend my rental by 3-days. When I called, the customer service representative informed me that ALL locations in ****** were permanently closed since Q2 of this year. Nobody ever informed me of this by phone or email that Hertz was non-operational in ******. My reservation was never cancelled or updated. After escalating the issue and submitting an online ************* case (#*********, I was informed by ****** that "According to our records, other locations are open." Yet she does not specify where or how I can pick-up my vehicle in ******. I call Hertz ************** support phone line and speak with **** (Employee #****). She informs me that it's showing in her system that the location in ********* is fully open despite what I was told previously. She tells me to show-up at the location in ****** even though their phone number is no longer working and there is no evidence of a Hertz there any longer on ****** Maps. I ask her to call the branch in ********* to confirm that it is indeed open, yet she refuses multiple times. I then follow-up by calling Reservations again and speak with ******. He confirms with 100% certainty that all locations in ****** are permanently closed. I then ask him to stay on the line with me while I personally connect him to ************** Department to speak with ****, as there is clearly a disconnect. He speaks directly to **** and tells her the locations are closed. As a result, she offers me a $50 Hertz credit towards a future rental car which I declined. In order to book a 'Premium' vehicle on these dates in ******, it's now going to cost me $1,200 USD more through a competitor. Additionally, ZERO follow-up was done by the team to even try and save me the inconvenience of showing up to a location in the middle of ********* which longer exists. Deceitful customer service provided by ****.
Business Response
Date: 10/21/2022
Complaint ID: ********
Res#: K00628852D2
I sincerely apologize for any misunderstanding and inconvenience caused. The licensee in ****** closed all locations, therefore the rental location is no longer in business.

Customer Answer
Date: 10/25/2022

Complaint: 18254712

I am rejecting this response because there is no solution or compensation offered for the extreme inconvenience that this situation has caused me. Hertz should take responsibility at some level for the failure to provide a rental car on these dates and certainly for failing to inform me that the franchisee closed all locations in ******. Im now stuck paying substantially more for the same type of vehicle through a competitor. Extremely disappointed with this response.

Sincerely,

*******************
Business Response
Date: 10/27/2022
Complaint ID: ********
Res#: K00628852D2
We will agree to reimburse the difference in the daily rate between the Hertz reservation and the competitor you rent from. Once the rental is complete please provide a copy of the final itemized receipt showing your charges.
Customer Answer
Date: 10/27/2022

Complaint: 18254712

I am rejecting this response because you have done nothing to rectify the situation. I now have to pay substantially more money to book a rental through a competitor. Additionally nobody made me aware that these locations in ****** were closed. I had to find this out by tracking down this info myself. Completely unacceptable. There should be some level of compensation offered for this severe inconvenience.

Sincerely,

*******************
Initial Complaint
Date:10/20/2022
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.
October 15 rented a car in ******** airport drove it and check engine light came on and loud noise from back right tire. I had to pull over and change tire. driving an hour back to exchange car.. called to make sure car was ready they said car is waiting.. got there had to wait 1 hour 5 minutes to get me the exchange car.. drive it 10 minutes and rear view mirror falls off.. I have called 8 times to be told by ***** to stop talking so she can tell me to go back to airport and try to talk to the manager.. no help. I will never rent from hertz again so what is 100 gift certificate going to do.. wasted now 4 hours of my vacation on your cars..
Business Response
Date: 10/24/2022
Complaint No.: 18252329
Rental No.:M12255460

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

I sincerely apologize for the inconvenience regarding the mechanical issues surrounding your reservation. All Hertz vehicles should be properly cleaned,serviced, and in good mechanical condition before being released for rental.The condition of the vehicle you received is a concern to us and will be investigated. We always want to provide quality vehicles to our customers and certainly appreciate your letting us know of your experience.

As a gesture of our goodwill I have refunded 20%of your final bill in the amount of $97.95, please allow 5-7 business days for funds to post back to your account.

Thank you for contacting us.
Initial Complaint
Date:10/20/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I reserved and paid for a week car rental on Hertz.com for the ************ location, they charged my card with the pay now option, which of course gives a lower price to get people to pay in advance. I dropped off my car for the needed repairs and went to Hertz in Walnut Creek only to have the customer service agent tell me they have no cars available despite having a reservation. When I asked about my refund she told me to call the 1 800 number! She didnt offer to help or find a car at another location just went back to looking at her phone. So then I had to walk 20 mins down a busy road to another rental company that also didnt have any cars available. This is who I booked in advance at Hertz which is just fraudulent if there arent actually cars available to rent. Now I have no more of transportation for the week. Absolutely unprofessional. The rental confirmation number is K2862503067
Business Response
Date: 10/24/2022
Complaint No.: 18252225
Reservation No.: K2862503067

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

I sincerely apologize for the inconvenience regarding your prepaid reservation.The travel industry at large is experiencing high demand in travel while facing shortages in vehicle availability from manufactures. These circumstances have provided strain our typical customer experience. We appreciate your feedback,please be assured we are taking steps to adapt to the new demand within the travel industry.

Please allow 5-7 business days for funds to post back to your account regarding your cancellation.

Thank you for contacting us.
Initial Complaint
Date:10/20/2022
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 rented a car from Hertz via their website and prepaid for the rental to be picked up at ************************************************ in *********, **************. I went to the rental counter and the employee offered me an upgrade for $75 to a Range Rover, so i accepted. The employee failed to advise me that the upgrade fee was $75/day and also when i got to the car, it was a Buick Enclave, not a Range Rover. Upon realizing they were charging me $300+ for the upgrade that i thought was $75, i called to complain and the Hertz employee agreed to waiving the entire upgrade fee as en exception. I called from the ***************** around 1PM ON 10/10/2022. At the same time i called, i also texted Hertz for the same issue but i gave up on the text because the call was faster and she satisfied my request by refunding the full upgrade fee. Later i get a response to the text thread about the already resolved issue and theyre trying to charge me 1/2 of the upgraded fee ($174) where they committed to waiving the fee on the phone prior to this new charge. I would like the $174 charge removed from my credit card.
Business Response
Date: 10/21/2022
BBB Case 18248527
Res No: K2711377655

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

I was able to issue a refund for the remaining amount of $173.27 to the card on file. Please allow up to 10 business days for the funds to post to your account.

Thank you for contacting us.
Customer Answer
Date: 10/21/2022

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,

***********************

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