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

7,187 total complaints in the last 3 years.
1,723 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:10/06/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
A few issues I would like to talk to you about. 1st I am a presidential elite member, my name was not on the board for some reason when i picked up my vehicle. I waited in a long line, just to be told I was in the wrong line. I finally get to the correct spot and they told me I needed to buy the supplement insurance. I had to provide physical proof that I did not need this which ok that fine by me. The man kept insisting i take this vehicle, let me tell you HORRIBLE gas mileage, i got a whopping 7 miles to the gallon with this car. The person would NOT let me choose any other car despite my status. They said every other car was booked but in the ***************** there was a least 2 dozen vehicles. I agreed and kept it moving, the car was uncomfortable to drive in. The audio in the car was terrible, I just overall did not enjoy the car. On top of this gas was $6 a gallon i only went not even 90 miles and my gas was well over $70 which is insane because i could not pick a compact economy car. On top of this gas was $6 a gallon i only went not even 90 miles and my gas was well over $70 which is insane because i could not pick a compact economy car I did not want this car. I simply wanted a car with good mileage and got stuck with a high end sports car with terrible mileage terrible customer service and having to show proof that my insurance was valid even went as far as calling my agent to email me my insurance information
Business Response
Date: 10/07/2022
BBB Case 18169674
RR: 918534993

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

I apologize for the inconvenience this issue has brought. As a gesture of goodwill I have issued a refund of $104.84 to the card on file. Please allow up to 10 business days for the funds to post back into your account.

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

Better Business Bureau:

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

Sincerely,

*****************************
Initial Complaint
Date:10/06/2022
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 have called customer service over 50 times and requested a call from the executive office. I have a bunch of charges that are inaccurate the Old man in the ************ store on Center Street told ** all the charges would be reversed. This was in July and still October and you still have not reverse charges. I called back to the store and the guy tells me that he filed it to be refunded so he doesnt know whats going on if I dont get a call, he will be filing a police report for theft
Business Response
Date: 10/07/2022
BBB Case 18167127

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

I am having trouble locating your rental. Could you please provide your 9-digit Rental Agreement number and/or Reservation number starting with a K or J, as well as details about the charges you are concerned with?

Thank you for contacting us.
Customer Answer
Date: 10/07/2022
I dont have a rental number for you because I was only supposed to be charged a $50 deposit and it was supposed to be returned to me because ********** was paying for the rental
The older gentleman that works at the Auburn Hertz and ***** told me that I would be refunded charge me $147 $50 twice and another charge
Business Response
Date: 10/10/2022
BBB Case 18167127

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

I apologize but I am unable to assist with a refund without this information.

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

Complaint: 18167127

I am rejecting this response because:
How about you call someone and get some more information then. I cant give you information you never gave to me and I got a thousand percent chance know that you can look that information up by my name my telephone number is ********** if I dont get a response or phone call from you by Wednesday I will file a police report and file theft since youre refusing to assist me the bbb is aware you arent calling me or trying to fix the issue

Sincerely,

*************************
Business Response
Date: 10/11/2022
Complaint ID: ********
RR#: H81546846
A review of our records indicates you were charged $141.94. This is for a fuel charge due to the vehicle not returned with a full tank of fuel. Also you were charged for two days that were not covered by the insurance company. Attached is your rental invoice.

Customer Answer
Date: 10/12/2022

Complaint: 18167127

I am rejecting this response because:
actually thats 100 percent incorrect and all calls are recorded I returned it the day it was due and I also fuels up, Im not going to be lied to and stolen from someone needs to calls me or Im asking for the phone records and calling the police and filing charges

Sincerely,

*************************
Business Response
Date: 10/20/2022
Complaint ID: ********
RR#: H81546846
While we understand our previous response was not the desired outcome, we must advise that our decision and response remain unchanged. We hope you will respect our position on this matter as we consider it having been fully addressed and this matter closed. Further requests to revisit this matter will not be considered.
Our branch General Manager has confirmed the dealership (*** Auto Mall) set a final day of 07/06/22 for the rental period; however, the vehicle was kept until 07/08/22. In addition, the vehicle was returned with less fuel than it was rented with. The charges are valid and a refund not warranted. As you have indicated the vehicle was refueled before return, please provide us with your time and date stamped refuel receipt showing the vehicle was refueled before return so that we may further review.
Initial Complaint
Date:10/05/2022
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.
To go back in time, I started my Tesla rental agreement on 06/09/22 at the Uber-hertz location on ********************************************************************* The rentals are reserved for Uber drivers so we can work I was referred to rent a Tesla by my Uber colleague who let me know that Hertz is offering a pick-up promo for first time Tesla renters. The deal offers 2 weeks of free electric charging! I confirmed the promotion with the employee at the hertz rental location before I started my contract. Knowing that I need to renew my contract on a weekly basis, I double-checked whether the promotion is still active and the representative confirmed that I will not pay for the ** charging on On the 4th time I renewed my contract (6/30), I came with another Uber driver colleague, ******, who wanted to rent a Tesla for the first time. I told him there is a promotion that offers him free ** charging for 2 weeks, so he can drive as much as he liked and only pay the rental fee. In addition, I get an additional 2 weeks of free ** charging for referring a person to rent a Tesla from Hertz. The Hertz employee applies the promotion. On 7/7/22 I arrived to return my Tesla. The employee shocks me and says the promo was not applied because Hertz discontinued the promotion. WHEN? I dont know. WHY? People were abusing the promotion Unfortunately, thats not my problem because I was a customer before this was a problem. I was promised a promotion which is the only reason I was willing to pay the high rental fees. My total balance from Hertz was $2570.35 $1504 rental fees +$1066.35 ** Charging fees I am disputing the total amount for ** Charging fees ($1066.53) because I was promised a promotion which is what lead me to rent the tesla for 1 month. If I had known better, I wouldve never charged the rental during peak electricity ?? hours! Hertz shouldnt
Business Response
Date: 10/17/2022
BBB Case 18169427
RA No: 585486031

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

Our records show that you were billed $2570.35 but only charged $2195.35 thus sending the remaining $375 to the Collections. I have had this waived and issued a refund of $691.53 for the remaining amount for the ** charging fees. Please allow up to 14 business days for the funds to post back into your account.

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

Complaint: 18169427

I am rejecting this response because:
I would like to re-open my complaint against Hertz because they have not
followed through on their promise. Please let me know if there is any
information I can provide.

Sincerely,

*******************************
Business Response
Date: 11/11/2022
BBB Case 18169427
RA No: 585486031

I apologize for the delay in you receiving your refund. I can confirm the refund cleared our system on 11/08/22 and should post to your account any day now. Attached is your refund receipt.
Initial Complaint
Date:10/04/2022
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 rental agreement number is *********. I received an invoice on 09/23/2022. The document number is ************. and I noticed there is an unrecognized charge of $1200 titled as a service charge. I called in the Hertz Mountain old apartment the department that is taking care of my reservation. and Im asking them what this is all about. and they are telling me that this is because I dropped off the vehicle at another location where I picked it up from. The story went like this: I had an accident in the middle of the road. I stopped by the site and I immediately called the Hertz roadside assistance department. I asked them what to do now. They looked up the nearest location and told me to go to this location to exchange my car. I was still in the middle of my rental period. I went to the ************** Hertz location and I asked for an exchange because I just had an accident. The accident was fully covered by Hertz insurance since I was paying an extra nine dollars per day for this insurance. They told me they were unable to give me an exchange, so they made me take out all my stuff from the car and take a taxi, ending my vehicle rental in the middle of the period. That was unacceptable, but there was nothing to do, so I followed all the rules. I was still on the line with Roadside Assistance I asked him to help me, and he told me to leave it there. Nobody told me to make a police report. not the roadside assistance department or the **************. and now theyre charging me a fee for dropping it off at a different location. I was ready and able to take it to the original location, but they didnt want to give me an exchange. They refused the exchange. I was still in the middle of my rental. I still have time to take it to my original rental location. The accident was covered by the insurance. I am requesting this fee to be waived and to give me conversation for what happened and to refund me my whole rental..
Business Response
Date: 10/12/2022
Complaint No.: 18181394
Rental Record No.: A11153181

Thank you for your patience while we review this matter.

After a thorough investigation of reaching out to our management team at our **********, ** location I was advised that these charges are valid per our Terms and Conditions.

While I understand this is not the outcome you were anticipating; we ask that you respect our final decision on the matter as we consider it having been fully addressed. Further requests to revisit this matter will not be considered. 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.

Thank you for contacting us.
Customer Answer
Date: 10/13/2022

Complaint: 18165043

I am rejecting this response because:
Its unacceptable to charge the fee without letting the customer know exactly what the roadside assistance department told me to do during the accident. They never told me to do a police report, and now theyre telling me that this fee is because I didnt do a police report. I wouldve never given the car to **************. I wouldve called AAA to deliver it to **********. Let me be ready to take one car from the airport and take it to ********** to waive this fee. I dont have the money to cover this fee is the Credit card for that I gave for Hertz to charge my rental I like that because of that fear of being unable to charge and they charged a different card from a previous rental the day they were unauthorised to do so because this is an authorised transaction. I will do everything in my power to have this resolved if I cant have it resolved with BBBB better business bureau you will need to deal with a dispute with my financial institutions I am sorry you cannot do business this way to charge people money that you didnt tell them before thats unacceptable you will be sued in court if this matter is not being resolved

Sincerely,

***************************
Business Response
Date: 10/14/2022
Complaint ID: ********
********************** RR#: 169710704
This correspondence is being sent in response to ****************************
While we understand our previous response was not the desired outcome, we must advise that our decision and response remain unchanged. We hope you will respect our position on this matter as we consider it having been fully addressed and this matter closed. Further requests to revisit this matter will not be considered.

Business Response
Date: 11/03/2022
BBB Complaint: 18165043
RR# *********
This is in response to ****************************
Upon review of our records, I can confirm that the vehicle was returned to a different location than the original reservation. Per the terms and conditions any changes made during the rental time frame could result in a rate change and possible fees. In this case the vehicle was returned one-way to a different location and therefore a fee of $1200.00 was billed to your account. Based on this information the charges are correct and adjustment is not warranted.
Our records also show the total charges of $1,840.67 was not honored by your bank. Therefore, a remaining balance of $1,840.67 is due. To avoid collections and possible suspensions of your rental privileges,please contact us directly at ************ to make payment in full. Attached is a copy of your final invoice for your review and records.
Please know our decision is final, further requests to revisit this matter will not be considered as we find the matter fully addressed and closed.

Thank you for contacting us.
Customer Answer
Date: 11/03/2022

Complaint: 18165043

I am rejecting this response because:
This balance was paid already look on the attached document

Sincerely,

***************************
Business Response
Date: 11/07/2022
BBB complaint: 17896026
RR# *********
This is in response to ****************************
As stated previously the charges are correct, upon further review we have no record that you contacted our ************************** team to report an accident and were unable to locate any notes that you were advised to return the vehicle to another location at no cost. Per the terms and conditions of the Signed Rental Agreement attached you are subject to a rate change and possible fees if the vehicle is returned to a different location, date or time.

With the above in mind, we stand by our original decision and respectfully decline your request for a refund as it is not warranted. Furthermore our records show that you credit card company did not authorize the charges of your rental. At this time the balance of $1,840.67 remains unpaid, we recommend contacting us at ************ to make payment in full as soon as possible to avoid possible collections and Suspension of your Rental Privileges.

Please know this is our final decision as we find the matter having been fully addressed. Further requests to revisit this matter will not be considered.

Thank you for contacting us.
Initial Complaint
Date:10/04/2022
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.
REGARDING BLACKOUT DATES AND *****POINTS!! I WAS TOLD BY THE SUPERVISOR, ******* ON, OCT,3RD 2022 AT 1:30PM ********** TIME AS LONG AS I BOOK. MY RESERVATION BEFORE, DECEMBER THE16TH I CAN USE MY POINTS AND APPLY THEM FOR A RESERVATION FOR, DECEMBER THE 24TH AND 25TH I DECIDED TO CHECK WITH MY GIRLFRIEND AND CALL BACK AND I DID.! I CALLED BACK TO MAKE THE RESERVATION AND I SPOKE, TO, *****, AND SHE TOLD ME THAT YOU CANNOT USE THOSE POINTS FOR THOSE DATES I EXPLAINED TO HER MRS.****** TOLD ME THAT I CAN USE THOSE POINTS LONG AS I MAKE THE RESERVATION BEFORE.THE 16TH. AND I ASKED TO COMFIRM MY POINTS OF ***** SHE TOLD I ONLY HAVE 1.900POINTS I ASKED WHERE ARE REST OF THE POINTS SHE COULDN'T GIVE ME A LOGICAL EXPLANATION SO THIS IS THE REASON FOR THIS COMPLAINT.THIS IS MY ACCEPTABLE RESOLUTION,1 I WANT MY ***** POINTS BACK INTO MY ACCOUNT AND UES THOSE POINTS FOR THE 24TH AND THE 25TH OF, DECEMBER 2022 RENTAL. 2. ALSO, FOR THE INCONVENIENCE I'M REQUESTING TO HAVE AN ADDITIONAL TWO, FREE DAYS RENTAL.*********************************
Business Response
Date: 10/06/2022
Complaint No.: 18162801
Reservation No.: K2691993311

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

Thank you for contacting us regarding this matter.

I sincerely apologize for the confusion surrounding our Loyalty program. After careful review, I have reinstated your **** loyalty points back to your account. However, per the Terms and Conditions of the loyalty rewards program blackout days will apply. We do offer non-blackout dates of which we require double the points. Regrettably, I am unable to honor your request to override our blackout dates and allow the usage of your points toward your current reservation.

While I understand this is not the outcome you were anticipating, I hope you will respect our position on this matter as we consider it having been fully addressed. Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.

Thank you for contacting us.

Customer Answer
Date: 10/13/2022

Complaint: 18162801

I am rejecting this response because:
Please, reinsert my response in my points of, ***** that's the resolution!
And, please advise that if necessary ill go to the inspector General etc.
Sincerely,

*********************************
Business Response
Date: 10/13/2022
BBB Case 18162801
ResID: K2691993311

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

Our records show your Gold account is temporarily suspended due to not having a credit card on file. We are unable to adjust your point balance until your account has been updated.

Thank you for contacting us.
Customer Answer
Date: 10/17/2022
This verbal response was taken by BBB.

I spoke with the ****************** and my credit card information has been updated and points have been restored.
Please close this complaint as resolved.
Initial Complaint
Date:10/04/2022
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.
credit card hold not release. I contacted the credit card company they started that you have not released the funds back to me. I received the receipt that I returned the vehicle but have not received my deposit this is ridiculous.
Business Response
Date: 10/06/2022
Complaint No.: 18163052
Rental Record No.: 911410323

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

Thank you for contacting us regarding this matter.

I sincerely apologize for the misunderstanding regarding the release of your authorization hold. After careful review I would like to confirm your authorization hold of $200.00 was released on 09/15/22. All authorization holds are submitted the same day of return. Depending on the financial institution, there may be a delay between the time the charges are received and when the hold is released.The length of time this takes is not determined by Hertz and may take up to thirty days. Since the card issuer is responsible for releasing authorization holds/funds back to their customers' accounts, we recommend you contact the card issuer directly.

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.

Thank you for contacting us.
Customer Answer
Date: 10/07/2022

Complaint: 18163052

I am rejecting this response because: I have spoken with the bank and they state hertz has not released the hold and needs to be completed in their end. I dropped the car off and did not see a person so feel something has been missed. Please go in and release the hold. This has never happened before and we rented a car in August and this did not happen. I would like a phone call and rental credit.

Sincerely,

*****************************
Business Response
Date: 10/07/2022
BBB Case 18163052
RR: 911410323

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

If that hold has still not released back to your account, you will need to call our ****************** at ************ with your bank on the line so we can release it at that time.

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

Better Business Bureau:

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

Sincerely,

*****************************
Initial Complaint
Date:10/04/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hertz confirmed my rental booking through Expedia (Reservation code K2551193984). However, when I went to pick up the vehicle, they said they do not have any vehicles available. If the location had the courtesy to call me, I could have made reservation at another location. However, their failure to call me and waiting till I arrived at the location was irresponsible. At that time, all other rental companies in the neighborhood were closed. I had to spend $45 more and wait till the next morning to get the rental. In addition, I had to pay a friend $25 to pick me up from the Hertz location because of their failure to inform that vehicles were not available.
Business Response
Date: 10/06/2022
Complaint No.: 18161084
Reservation No.: K2551193984

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

Thank you for contacting us regarding this matter.

I sincerely apologize for the inconvenience this may have caused you. I have carefully reviewed and considered the reimbursement for the additional charges of $45.00 due to the rate change on your reservation, and the $25.00 paid for your personal transportation expense. I find it necessary to refund these charges to you in the amount of $70.00, as a gesture of good will. The adjustment has been applied to your account.

Please keep in mind the travel industry at large is experiencing high demand in travel while facing shortages in vehicle availability from manufactures. These circumstances have provided strain on 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 know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.

Thank you for contacting us.
Customer Answer
Date: 10/07/2022

Complaint: 18161084

I just want to find out how is the business sending the $70 back to me.

Sincerely,

*************************
Business Response
Date: 10/13/2022
Complaint No.: 18161084
Rental Record No.: 832074176

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

I appreciate your patience while I further review this case.

I can confirm that the $70.00 was applied to the balance left on the account. The amount was originally $183.43, after applying the $70.00 credit your current balance is $113.43. Please contact our **************** team at ************ for assistance on making this payment.

Thank you for contacting us.
Customer Answer
Date: 10/13/2022

Complaint: 18161084

I am rejecting this response because: the business is confused. I do not owe any money to the business. Can the business explain how I owed them $183 in the first place?

Sincerely,

*************************
Business Response
Date: 10/19/2022
Complaint No.: 18161084
Rental No.: 832074176

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

Thank you for allowing me the opportunity to further review this matter.

I sincerely apologize for the confusion surrounding this issue. After further investigation I can confirm that the account is paid in full. I do regret the confusion regarding that matter, however the refund of $70.00 was refunded on 10/10/22, I recommend reaching out your banking institution to inquire about these funds being released back to your account.

Thank you for being a valued Hertz customer, 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.

Thank you for contacting us.
Initial Complaint
Date:10/04/2022
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 vehicle for one day. I picked up the vehicle on Oct 1 and returned it full of gas and on time on Oct 2. When looking at my final bill, I saw I was charged for the optional damage waiver. When I got the car from the agent at the airport counter, I was told the $147 price. I disagreed and told her that the price I had on my agreement was $100.88 and that is what I expected to pay. I told her I didn't want the damage waiver. She said that she could get my price down to $139, which was due to taxes and fees. I told her my reservation already charged that but she said that was the best she could do. I needed the car so I said OK and she said to sign. She did not go over anything, including retirement of my deposit. I was running late so I signed and got the car.
Business Response
Date: 10/06/2022
Complaint No.: 18160884
Rental Record No.: 918786654

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

Thank you for contacting us regarding this matter.

I sincerely apologize for the inconvenience this may have caused you. I have carefully reviewed and considered the charge of the Loss Damage Waiver. As a gesture of good will I have processed a refund in the amount of $48.72,please allow 5-7 business days for funds to post back to your account.

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.

Thank you for contacting us.
Customer Answer
Date: 10/07/2022

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:10/04/2022
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 Wednesday September 28th at 8 am I took my cousins to hertz in ******* **. They tried renting a car, but were told they needed a major credit card. I said if I use my credit card as a hold, could they pay with their bank card when they drop it off. They were driving one way, from ******* to ********. The man at the counter said yes, no problem. Myself and my cousin were authorized drivers on the car. They drove to ********. On September 30th the arrived to the drop off location that was on the receipt. They were told because its a one way drop off they needed to go to the airport, but that location doesnt open until 10am. My cousin drove 45 minutes to the other location and waited the additional time. The employee was an additional 25 minutes late. When at the counter she tried changing the payment to her card and they told her it wasnt possible, that the location it was rented from gas to do it. When asking them to call their help line we were told no one can do it. When we called their numbers for assistance, we either couldnt speak to anyone, or they told us that it cant be done because we already returned the car. We were told that the hold on the card would take 24 hours to come off the card which would have at the very least returned the $200 deposit they charge to your card. 24 hours would have been Saturday October 1st. As I wake up today on Monday October 3rd I now have 3 charges on my card from Hertz. $1.00, $960, and $793. None of which is the original price we were told was the amount for the car rental. I want my money back, and I truly hope no one else has to experience this with this company. They need a better customer support where everyone is on the same page.
Business Response
Date: 10/06/2022
Complaint No.: 18158952
Rental Record No.: 917329836

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

Thank you for contacting us regarding this matter.

I sincerely apologize for the misunderstanding and the confusion surrounding this matter. After review of your inquiry we are unable to do a transfer of payment regarding this account. Please be advised that the authorization hold of $960.00 was released on 10/03/22. Which leaves a current balance of $792.16. Please reach out to our **************** team at ************ to assist with making this payment.

While I understand this is not the outcome you were anticipating; we ask that you respect our final decision on the matter as we consider it having been fully addressed. Thank you for allowing me the opportunity to review and address your concerns.

Thank you for contacting us.
Initial Complaint
Date:10/04/2022
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 rented a Tesla model 3 on a weekly basis with hertz Uber program. I rented it on Monday September 26th 2022 at 10am I was supposed to return or extend on Monday October 3rd at 10am. On Friday September 30th at 11:55 pm I could no longer access Uber because they deactivated the rental because of the registration and insurance being expired. The purpose of the rental is to use it for Uber. Being that I was not able to use the car or move it due to expired documents I came on Monday October 3rd at 9:30am to ask if they can refund me or extend me another 2 days no charge. I was told by a counter representative that their supervisor ********************* told them that no refunds will be give because it was the customers responsibility to come and pick up the new documents. I believe that to be wrong. I picked up the car on Monday September 26th and the documents expired 5 days later. The neglect and poor decisions of the staff and managers cost me money and hardship. Since then *** returned the car and did not use it for 7 days but only for 5 and was told I couldnt get a refund on 2 days I was unable to use the car. I am not the only one either. Thank you.
Business Response
Date: 10/12/2022
Complaint ID: ********
RR#: 916340994
Thank you for contacting us. We appreciate the opportunity to assist.
We have reviewed this matter with the local team. They have advised they contacted you before the registration expired to let you know the new registration for the vehicle was in and you could come and pick it up, however you did not and when you returned the vehicle you requested a credit because you said you were unable to work due to the registration expiring. The credit was declined because you were told to come in and pick up the new registration. Considering this information we respectfully decline your request for an adjustment.
Customer Answer
Date: 10/12/2022

Complaint: 18158319

I am rejecting this response because: That is a lie I received no phone call from anyone at hertz or a voicemail from them stating anything. They should be able to provide telephone records and Im sure all conversations are on recorded lines as told when you call any hertz location. Hertz did not advice me to come and pick up anything because I was not the only driver that had the same issue. Just because they said they called me doesnt mean they indeed called me. They should be able to provide proof.

Sincerely,

*****************************
Business Response
Date: 10/13/2022
BBB Case 18158319
RA No: 916340994

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

I was able to issue a full refund of $431.01 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.

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