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

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  Hertz

  5405 Airport Service Rd Tampa, FL 33607-1419

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  Hertz

  4500 E Speedway Blvd Ste 40 Tucson, AZ 85712-5325

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  Eagle Automotive

  2223 Memorial Pkwy SW Huntsville, AL 35801-5621

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  Hertz

  Ontario International Airport Ontario, CA 91761

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:08/28/2024

  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.

  My wife (Ms. ***** ****) and I called Hertz for a car rental for our 9-day trip to Halifax, NS. We were told that either my wife or I could make a reservation and we could place either person as primary driver and pay to add anther driver if we wished. My wife took their word and made a reservation.
  On Aug. 16, we picked up the car and paid $162.47 (see attached) to add me as secondary driver in Halifax. Unfortunately, my wife was not feeling well the same day and I had to drive all the time. Therefore, in the afternoon, my wife tried to call Hertz and cancel the secondary driver addition. However, Hertz customer service refused the cancellation with refund, and said only the person making the reservation (my wife) could be the primary driver. We were shocked: this was NOT what we were told before making the reservation, in that we were assured that either one of us could be the primary driver and it was interchangeable. We felt we were cheated and the Hertz customer service was unfair and insane!
  I continued to contact Hertz customer service (Love F.) by email ([email protected]) after the trip. But again, Hertz refused to refund us and claimed we “need to cancel the contract and book a whole new reservation”. This was NOT what Hertz told us before the rental reservation, and it was NOT stated in the rental agreement, and NOWHERE in the rental agreement said “the primary driver should be changed before picking up the rental” (as claimed Hertz customer service) either!
  Hertz is doing business with dishonesty, and scam customers when we tried to cancel service no longer feasible to us! It will be highly appreciated if BBB could correct Hertz’s misconduct and have our unused service payment refunded.
  
  Please kindly let me know if you need more information.

  Business Response

  Date: 09/09/2024

  BBB Complaint # 22208292
  
  RR # 943408115 

  
  Thank you for contacting us. We apologize for the inconvenience caused by the billing issue. Our records indicate that this is a third-party prepaid rental, and we cannot change the name on that type of agreement. In the interest of customer service, a refund of $139.72 was processed on 9/9/2024. Please allow up to 7 business days for the refund to appear in your account.

  Customer Answer

  Date: 09/09/2024

  
  
  Better Business Bureau & Tawnia:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22208292, and find that this resolution is satisfactory to me.

   

  Many thanks for your effort to make businesses more fair with protection for customers.
  
  
  
  Sincerely,
  
  
  
  *** ***

• Initial Complaint

  Date:08/27/2024

  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.

  With my Job per **** I rented a electric vehicle to work. I paid the money and set off to work. Each week I had the alloyed money ready for hertz to pull or hold. The next week there only held $181 I left the money untouched. The week after $95 the $45 that week. On the 3rd week on Thursday I received a call stating to go to hertz and tell them to uo to date your account I said okay and I let them know the money was there and they told me something was going on at the facility (Illegal) and asked me if I would go up there. Well I went and let them Know they said okay. The following Monday the vehicle was towed and I was charged 1, ******. Also to add other **** drivers while charging my vehicle approached me asking and stating that there money too was not taken out and there were scared of repossession. I replied my money is in my account as well. This was a week before the strange call. I'm asking for a refund I didn't deserve what ever is happening within your company! This is a very huge burden as a single Mother of 4 who Is now walking children to school and all my money that is coming in is pay off the debt charged to me unrighteously. #Undeserved I have not received receipt but I do have bank account screenshot of week 3. I rented from ***********, **

  Business Response

  Date: 08/31/2024

  RE: BBB Complaint # ********
  RR # *********  
  
  Dear Ms. *********** style="color: rgb(8, 7, 7); font-family: -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, Helvetica, Arial, sans-serif, "Apple Color Emoji", "Segoe UI Emoji", "Segoe UI Symbol"; font-size: *******px; white-space-collapse: preserve-breaks;">
  As stated on page one of your rental agreement, the approximate total is an estimate that assumes you will rent and return at the locations and times indicated. As the rental no longer met the conditions of the contract when the vehicle was returned to ***, the contract rate no longer applied. This rental was not extended or returned at the agreed time. These terms were signed and agreed to on your Signed Rental Agreement. I understand this is not the outcome you had hoped for; however, after our review, we found that the charges have been correctly invoiced. The most economical rate available has been applied. I appreciate the time you have given me to look over your concerns. Please have a good week!

  Customer Answer

  Date: 08/31/2024

   
  Complaint: 22205442
  
  I am rejecting this response because:
  Your reading the wrong complaint please reread the complaint. I rented from Dfw and I only had it 4 weeks not 27 the money was in my account to be taken out and it was not taken out so it was repossessed. What are you Talking about? 
  Sincerely,
  
  ****** *******

  Business Response

  Date: 09/01/2024

  RE: BBB Complaint # ********
  RR # *********  
  
  Dear Ms. **************** vehicle was due 7/31 @ ********** **. When the authorization for the next week was denied, the rental was not extended. The rental was then kept until 8/14/2024. As stated on page one of your rental agreement, the approximate total is an estimate that assumes you will rent and return at the locations and times indicated. As the rental no longer met the conditions of the contract, the contract rate no longer applied. This rental was not extended or returned at the agreed time. I understand this is not the outcome you had hoped for; however, after our review, we found that the charges have been correctly invoiced. I appreciate the time you have given me to look over your concerns. Please have a good week!

  Customer Answer

  Date: 09/01/2024

   
  Complaint: 22205442
  
  I am rejecting this response because: I was told I could extend up to 27 weeks after agreement! The money was available in my account every week ok time. The money was not taken out of my account I even went up there to make sure they set my account up to be current and they did not. As previously stated I even received a call stating that something was going on at the location and go up there and ask them to make set my account current to take the money. They still did not even money that was held was released back into my account. Sorry but your workers did not in fact do there job and you are trying to hold my accountable to your preset rules that even you did not abide by I ask for a refund. That should have not happened to me. You need to evaluate that location cause its happening to multiple people !
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:08/22/2024

  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.

  I rented and prepaid for this car rental for my daughter, ******* ****.
  
  The Hertz rental agreement was for "Unlimited Mileage" (see attached agreement)
  Gas tank on return was completely full. (see attached photos - gas station receipt and gas gauge matching the mileage on return)
  Despite being an "Unlimited Mileage" rental, mileage was charged for every mile driven during rental. (see attached Hertz receipt)
  My daughter had to paid the extra $166.24 on return, despite the full tank and unlimited mileage rental agreement.
  I have previously submitted this evidence to Hertz through their "[email protected]" email address and waited over a month for a reply.
  When I emailed them again about the refund, Hertz refused to refund the charge sending a stock email claiming that they had to put gas in on return to fill the tank.
  NOTE: That is a proven lie based on the documented evidence, and it doesn't even match the charges on the receipt.

• Initial Complaint

  Date:08/20/2024

  Type:Service or Repair 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 save you time, I will detail the issue via bullet points:- I rented a car in January of 2023. - I returned the car to Hertz on Jan 23, 2023 in the morning. They completed an inspection with me, confirmed the car is undamaged, gave me my receipt and sent me on my way. - A few days after, I think the 26th of January they call me saying I damaged the car, and I need to pay a large sum of money. - I ask them if there was damage, how come no one noticed during the inspection when I first dropped off the car, to which they give no answer. - I obviously decline to pay and say that I will not be paying for any damage other customers or ********************** employees have caused.- In Early April of 2023, I'm contacted by ***************** agent **** house. - I call her, and explain the situation. I also point out how my receipt is dated jan 23, and they re report is dated past that. - She also realizes that there is a difference in kilometers from when I dropped off the car to when Hertz filed a claim. - She says she'll investigate. She calls me back a few days later saying that they will be dropping the claim, and taking responsibility.- Today (August 20, 2025) I received an email asking for payment regarding the same claim. I call the number, and explain everything. - They said the new agent in charge of my case is away from her desk, and will call me back later. I don't want to settle this again with them, only to receive another email next year reviving this claim. This keep telling me pay or we'll send it to collections, which would hurt my credit. They're basically blackmailing me by holding my credit hostage. I'd really appreciate BBB's help in resolving this issue.

  Business Response

  Date: 08/21/2024

  BBB Case 22171567 
  RR No: 920705380 
  
  This is a response to ******* ******, 
  
  Due to this rental being over one year old, our systems can no longer access the billing details. Therefore, I am unable to process a refund to this account. Please note our systems can only review billing issues for 6 months and we only hold invoices for 2 years. We also do not have record of the charges being dropped nor that you had contacted us regarding this. While I regret this is not the desired outcome, I hope you will understand our position in this matter. 
  
  Thank you for contacting us. 

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22171567
  
  I am rejecting this response because: You have submitted me to Hertz Claims with claim number: ********. You guys via "Da series" talked to me about my claim in April of 2023, and told me it was resolved via phone. A few days back, you guys suddenly reactivated the claim and sent me countless email communications requesting 3000+ in "damages". If you want to rectify this situation, simply withdraw the claim from Da services.
  
  You guys via "da services" are threatening to ruin my credit on every message. This is very hostile, and intimidating.

  I returned your car on Jan 21st, you guys completed your inspection per the "quality control services" report on January 24th. You guys first contacted me January 26th. If there was damage aren't you supposed to report it within 24 hours or the next business day? You guys took 72 hours or 2 business days to make damage allegations during which time your car was parked in open lot.

  Furthermore, you guys gave me a receipt clearing me from responsibility when I dropped off the car. 

  I have attached the reports to this thread.

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

  Business Response

  Date: 08/23/2024

  Complaint ID: ******** 
  
  This is in response to **** *******. 
  
  I truly regret the inconvenience this matter has caused you. I have contacted the Damage Claims Manager to review this claim and have a claims agent follow up with you directly.  
  
  Thank you for contacting us. 

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22171567
  
  I am rejecting this response because: I received another email today from my original claims officer ******* ******** requesting payment again. I know that you guys are justing trying to stall this so you can just this matter to collections. It's really disheartening to be treated like this. 
  

  I ask that before you reply to this matter via BBB, you actually resolve it within the hertz company claim department. My claim number is: 39930684
  
  Sincerely,
  
  **** *******

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22171567
  
  I am rejecting this response because:

  Hi,
  
  I was contacted by ****** ******* from hertz executive customer service on Wednesday, August 28th regarding this complaint. He informed me that is going to close out the claim. While he was in the process of requesting a document from you, our line got cut. I assumed he would call back but he didn't. I tried getting in touch with him so many times, but the number he called asks me for his extension which he didn't provide. I've tried my luck with other extensions, but I keep going to voicemail. I have also emailed executive customer service a few times, but they haven't replied. 
  
  All I would like is confirmation that this has been resolved. ****** said he would send that to me, but he hasn't yet. I appreciate your help in this matter.

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

  Business Response

  Date: 09/06/2024

  BBB Case 22171567
  Rental Record 920705380
  
  This is in response to **** *******,
  
  I apologize for any misunderstanding. The agent was having your case reviewed to see if the claim could be closed. Our ***************** reviewed and declined to close the claim. The funds are still owed for the damage. 
  
  Thank you for contacting us. 

  Customer Answer

  Date: 09/06/2024

   
  Complaint: 22171567
  
  I am rejecting this response because:
  

  Not only are you rejecting the facts of the case, you are also going back on your word. 

  You guys have twice told me the matter has been handled and twice reopened it. This time around I recorded my conversation with ****** where he identifies himself as a representative of Hertz and repeatedly says "I'm going to close this out for you". 

  If you choose to pursue this, I have full evidence of you representative saying this matter has been closed. When you guys send me to collections, you won't be able to prove your claim because I have the recording. I also know that you re supposed to alert the client of damage in 24 hours or the next business day, both of which were violated in my case.

   

  I request Hertz confirm this has indeed been closed.

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

  Business Response

  Date: 09/27/2024

  BBB Case 22171567 
  RR No: 920705380 

   

  We apologize for any confusion. This matter was addressed via a telephone call with our ************************** on 09/06/24. There is no record stating you were ever told that the damage claim was closed. You stated you were contacted on 01/26/23 and told there was damage found on the vehicle, you stated you denied the damage was caused by you. In May 2023, you stated you were contacted by our Claims agent again stating they were contacting you regarding the damage claim. At no time were you ever told the claim was being closed. As this claim is a valid claim, you must contact our Claims team regarding payment. 

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22171567
  
  I am rejecting this response because:

  ****** ******* from *************) Hertz Executive customer service reached out to me and said they will drop the claim in late august/early September. He was in the process of sending me a written confirmation, but we got disconnected. Since then, I spoke with the office of the CEO and they said joshsua he never mentioned closing the case at all. The truth is people keeping giving me false information because you all know I didn't cause this damage. 
  
  All the interactions aside, you guys did not contact me from early 2023 to august 2024. The incident took place in January 2023. I had insurance with my credit card (shown on my rental record) which covered me for a year. Since you guys reactivated the claim so late, now my insurance can't pay and thus I have to pay out of pocket now. This is very bad, essentially I am paying for your negligence. I am recent graduate from university with tens of thousands in student loan debt, and I'm unemployed. You guys requesting such a large amount in damages that I didn't cause is very disheartening. 
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 09/30/2024

  BBB Case 22171567 
  RR No: 920705380 
  
  This is a response to **** *******, 
  
  Please be informed that adjustments are based on documented information, which, in this case, did not support compensation. Please note our systems can only review billing issues for 6 months and we only hold invoices for 2 years. Although this resolution is not what you prefer, I hope you will understand our position on this matter. 
  
  Thank you for contacting us. 

• Initial Complaint

  Date:08/20/2024

  Type:Delivery 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.

  Received notification that I had 2 citations one was a warning other was 30 dollar fine
  I paid the fine and sent copy to hertz rental and received email all was well and that this was dismissed see attached copy of email
  
  Months later hertz has sent me to collections for $ 36 dollars but I’ve made the payment of $ 30 the fine and a $5 dollar fee for processing see attached
  
  why am I being extorted by hertz ?

  Business Response

  Date: 08/24/2024

  RE: BBB Complaint # 22170662
  RR # 657570384 

  Dear Mr. Buchanan,

  Thank you for taking the time to reach out to us regarding your complaint. We want to make a meaningful investigation but need more information to do so. Please provide a photo of the collections letter you have received for further review.

  Customer Answer

  Date: 08/29/2024

   
  
  Complaint: 22170662
  
  
  Please see attached Pic of bill sent by coll3ctions for hertz again I've paid the bill and have a. Email that informs hertz I paid the bill why is hertz trying to extort money from me 
  
  
  
  Sincerely,
  
  
  
  Kenric Buchanan

  Business Response

  Date: 08/30/2024

  Complaint ID 22170662 
  Rental agreement number 657570384 
  
  This is in response to Kenric Buchanan. 
  
  I regret the confusion regarding this matter. After a thorough review of our records, we do not have a collections balance on file for you. I recommend disputing directly with the collection's agency. 
  
  Thank you for allowing me to address your concerns. 

  Customer Answer

  Date: 08/31/2024

   
  
  Complaint: 22170662
  
  
  
  I am rejecting this response because: I mentioned that to this collection agency and they said I have to take it up with hertz their the company  who hired us so not quite sure what you are directing me to do you have to call off your dogs 
  
  
  
  Sincerely,
  
  
  
  Kenric Buchanan

• Initial Complaint

  Date:08/19/2024

  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.

  Back in June 2024, my vehicle had damage from a hit and run.
  I filed a police report and also involved my insurance company (Progressive).
  I left my vehicle at a repair shop, thinking the repair shouldn't be more than a few days.
  Once realized the repair will take much longer than expected, I contacted my agent at Progressive and asked for a car rental, which I am entitled to have for 30 days at no additional cost (paid in full by Progressive).
  On 07/11/2024, Progressive rented a vehicle from Hertz rental company in Key West.
  When I went to pick up my vehicle, the representative at Hertz asked me to provide them with my personal credit card, when I asked why (if it is fully paid for by Progressive), she told me they just have to have one of file, but I won't be charged anything.
  I returned the car with a full gas tank on 08/09/2024.
  I then spoke with the representative at Hertz and told her that my personal credit card has been charged a total of $364.76 for the rental, and she insured me that charge should be completely canceled because Progressive had paid for the entire rental in full. She also told me to contact Progressive.
  I contacted Progressive and they specifically told me (see attached email), that the entire rental has been paid in FULL and I need to contact Hertz to return everything that charged me immediately!
  I tried calling, sent out multiple emails to Hertz rental company without any single response back.
  I am seeking a full refund to my cart immediately or I will take them to court.
  I am contacting BBB to resolve this before I seek legal matters.

  Business Response

  Date: 08/21/2024

  RE: BBB Complaint # 22164937 
  RR # H34894230 
   
  This is in response to **** ****** 
  
  I regret the confusion regarding the charges billed to you on this rental. After reviewing our records, I am showing your total bill was $1564.76. $1,200 was paid by your insurance and $364 was billed to you due to the full balance not being covered by your insurance. Please be advised that the primary renter is the one ultimate responsible for the bill, any portion not covered by a 3rd party will be billed to the customer directly. 
  
  Thank you for contacting us. 

• Initial Complaint

  Date:08/16/2024

  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.

  I am a long-time Hertz Gold customer. I reserved a car directly online with Hertz on July 28, 2024 for a pick up on 7/31/24 at Lynn, MA, and drop off on 8/5/24 at Boston Logan Airport. I was quoted a weekly fee with total due upon pickup of $292.81. See attached. On 7/29/24 I received an emailed reminder of my reservation. When I went to pick up the car, the agent in the Lynn, MA, office claimed there was no reservation for me, then claimed it had been cancelled. I showed her the confirmation and reminder. She then told me to call Hertz Customer Service, which I did. After being on hold for several minutes, she finally said she had found the reservation and had to prep the car. Delayed by about 30 minutes now, she finally took me to the car, had me sign her tablet showing photos of the car, and sent me on my way. Back home after dropping the car off as scheduled at Logan, I received an emailed receipt (see attached) showing an entirely different reservation with a per day rate bringing my total to $400.50, significantly more than I had agreed to. This was a case of bait and switch. I have repeatedly contacted Hertz to request a credit on my payment card of the difference between my reservation and the phony reservation they charged me on. That is: $197.69. They have refused. Please help.

  Business Response

  Date: 08/26/2024

  Complaint ID: ********

  RR#: *********

   

  Thank you for contacting us. Please accept our apology for any inconvenience you experienced and for any misunderstanding regarding your rental charges. A review of our records indicates your reservation *********** was scheduled for pick up on 07/31/24, however you did not pick up until 08/01/24. As the location did not utilize the correct reservation, we have corrected the rate and issued a refund of $234.13 to your credit card. Please allow up to 7 business days for the refund to post to your account. 

  Customer Answer

  Date: 08/26/2024

   
  
  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:08/08/2024

  Type:Service or Repair 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.

  While on vacation in ******, a tire on my rental car blew out. We were on a high speed road with basically no shoulder so we spent the next few hours outside in the rain (where it was safe) waiting for Hertz roadside assistance. We were unable to get a replacement car that day but were told by Hertz that we could eat out and be transported to our accommodation (nearly an hour away) and that all costs would be reimbursed in real money when we pick up the replacement car. We confirmed this numerous times. Note that they DID NOT say we would be reimbursed with Hertz certificates. I guess that was too good to be true? Having no means of transportation, Hertz organized a taxi the next morning to bring us to another Hertz location to obtain our replacement. Surprise, surprise- we have cars but cannot rent any to you and by the way, we have NO IDEA you were even coming in! They claimed they could not even contact Hertz customer service to help us out, so we got the proverbial "nothing we can do" and we were left stranded again. When we finally got in touch with a customer service number that worked, we were transported to a new location where we spoke about reimbursement for our taxi and food costs. They only wanted to cover the taxi costs but deferred the food costs to the original location where we picked up the car. Can you guess what followed? If you guessed that we'd be passed around like a joint on 420 from location to location to numerous phone numbers and emails, you'd be correct. Whew, took a while for me to ultimately ask, is there anyone at Hertz capable of assisting me?I don't know... I just assumed that maybe after pre-paying for a rental car despite not having a rental car and not asking to be reimbursed for even part of the rental car/vacation costs, maybe Hertz would opt to reimburse the cheaper restaurant cost? Anyways, ball's in your court.

  Business Response

  Date: 08/12/2024

  BBB Complaint: 22113912

  RR# or Reservation number: not provided

  This is in response to **************'s complaint. Please provide your reservation number beginning with the letter K and your rental agreement number. I don't have any information to search your information. Please send all receipts as well. Once we have the information we will be able to investigate this matter. 

  Thank you for contacting us. 

   

   

  Customer Answer

  Date: 08/12/2024

  
  Complaint: 22113912
  
  I included my case number in one of the initial complaint detail boxes, which should contain every detail you will try to request from me-probably more. The reservation number is K8674530624. The contract number is 550884552. I attached the receipt (again) above. 

   

  
  

  Business Response

  Date: 08/19/2024

  BBB Case 22113912 
  RR No: 550884552 
  
  This is a response to **************, 
  
  Based on our review, we have determined the refund of $46.14 and $100 voucher already processed are fair regarding incident that took place and no further compensation is warranted. While I understand this is not the desired outcome, this will be our final response to this matter as we stand by the final charges billed and consider it having been fully addressed.   
  
  Thank you for contacting us. 

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22113912
  
  Firstly, I did not accept any $100 certificate and did not receive anything whatsoever from Hertz. Before picking up my replacement rental car, I ensured the agents knew that accepting the rental in no way implies that I have accepted whatever outcome follows. 

  SECOND, break it down. Full refund of restaurant and taxi costs means what to Hertz? Congrats you refunded the taxi cost. You should reward yourself for telling the truth. But is a $100 Hertz certificate equivalent to a $100 refund? You guys can twist your story as many times you want, but I will keep.rejecting your response until you refund me what was promised, or you acknowledge that Hertz sets themselves apart from their competition by LYING to their customers. I find it amusing too that such a big company throws such a huge fit over the difference between a $100 store credit versus a $100 refund. You must be so proud taking advantage of ordinary citizens. Believe it or not, the negligible cost difference between cash and your store credit means more to your frustrated customers than it does to your company's greed.

   

  Secondly, this is not about my desired outcome. To clarify, I have been charged the full rental fee (even though I did not have access to a Hertz car for the entire time period on the rental contract). Hertz directly contributed to this issue by wasting a full day of our rental contract by sending us to a location that was "unable" to rent us a car and were unwilling to help us coordinate transportation to the appropriate location. We were left to struggle and coordinate that ourselves after your company's planning failed. Did we get any compensation for this? No.

   I also want to add we were charged an additional $278 euro for repair costs and apparently a management fee (despite all the mess and headaches you have created). Do I agree this is our fault? No, but I understand that this is difficult to prove but we were driving on a well maintained, straight paved road along with dozens of other cars and we were the only ones with a blown tire. 

  YOUR representative was the one who said that the taxi costs and food would be reimbursed in cash so explain why I should expect less? Rather than prancing around the topic, why can't Hertz give a straight answer about why anyone with a brain would claim that a gift card with such a sketchy company in addition to the promised taxi refund is equivalent to a full cash refund? Hey if it still doesn't make sense, next time a customer says they will pay ********************** $100 using cash, maybe you should let them slide when they change their minds and offer to pay you $100 worth of their gratitude. 

  Yeah now that you bring it up, my desired outcome would have been some combination of a refund of the rental contract lost due to Hertz's poor planning and communication, the promised reimbursements for taxi/food, and maybe even some consideration for the repair costs. The latter is obviously up to Hertz, but I would expect the first 2 from a company of Hertz's size and what I thought were their ideals. But even asking for what I was promised from Hertz for the food and taxi is too much apparently?

  To future customers of **********************, I thought I was paying Hertz to get some peace of mind over the other options, but boy was I wrong. If you have any problems, expect any form of "customer service" to hide behind other departments, a computer, or generic cut and paste responses. If you are one of the few that dig this, Hertz has got you covered!

• Initial Complaint

  Date:08/05/2024

  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 a Hertz Gold member. On July 27, 2024, I selected a **** Edge from the Presidential Circle at Boston ***** Airport. On July 31, 2024, I experienced a flat tire event while driving in New Hampshire. I was shocked to discover the car did not have a spare tire. I called Hertz's Emergency Roadside Service and was advised since I did not purchase Roadside Assistance, I would have to pay for the tow to a nearby tire shop, but Hertz would email me a voucher to cover the cost of the tire repair. I was quoted $183.00 for the tow. I balked at having to pay for the tow because the car didn't have a spare tire (I could have easily put the spare on myself and driven to a tire shop), but ultimately agreed because of the situation I was in.
  
  I received my Hertz receipt and found not only was I charged $183.00, but an additional $213.10, for a total of $396.10 in Emergency Road Service charges. When the car was at the tire shop, they worked with Hertz using the voucher to replace more than just the one tire because they were so worn down and showing replacement indicators (see attached pictures). I don't what the additional $213.10 charge was for, but I shouldn't have to pay for additional tires because of Hertz's failure to maintain this vehicle. (Obviously, this was a lesson-learned on my part to check for a spare tire and the condition of the tires before I select my rental car in the future.) However, I never expected this to happen with Hertz, as all my previous Gold member rentals were good experiences.
  
  On 8/5/2024, I called Hertz customer service to dispute the Emergency charges. The customer service representative said she would submit an escalation, and I would hear back in 3 to 5 days. I asked for a reference number. She said I would receive a confirmation email and provided the number, ************, to follow-up on the escalation. The email never came and the number provided is only for Support Services and they couldn't help; so hopefully BBB can.

  Business Response

  Date: 08/19/2024

  Complaint ID: ********

  RR#: *********

   

  Thank you for contacting us. Please accept our apology for any inconvenience experienced. Having reviewed our records, we can confirm you were quoted $183.14 for the tow, therefore, we have issued a refund of $212.96 to your credit card. Please allow up to 7 business days for the refund to post to your account. 

  Customer Answer

  Date: 08/19/2024

   
  
  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:08/01/2024

  Type:Service or Repair 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.

  Transactions began July 7th, 2024. A vehicle we rented from July 5th to July 19th. The vehicle broke down in ******* on July 7th. We were taken by tow truck from ******** Ga to ********************************** (JAX) to swap into a working vehicle. At this point we were denied a working vehicle claiming we violated a policy that has never been produced. Also telling us we will banned for life from renting from Hertz for this violation. They also said they were confiscating our personal items in the car that included medications, high value items etc. Fortunately the *********** police stepped in to rescue us from this situation, helping us get a vehicle from another company ($1,000 more than the hertz agreement) and also obtained our personal effects. Hertz has since charged my credit card $1,074.89. I first communicated with Hertz customer Service July 9th, and three times since for resolution. I received their last communication July 26th, a boilerplate response basically saying they were sorry, see you at your next rental, no resolutions.I am 78, my wife 68. We were also traveling with our dog. We are both cancer survivors, need our medications. Being denied medications, stranding us hundreds of miles from home and then charging for days we didn't have a car, is totally unacceptable and they are refusing to address the issues.

  Business Response

  Date: 08/19/2024

  BBB Case #: 22077359 
  RR# or ***** 173231284 
  
  This is in response to ***** *******. 
  
  Thank you for contacting us. Please accept our apology for any inconvenience you experienced. While we are unable to determine what exactly occurred as the manager that was present when this issue occurred is no longer employed by Hertz, we can state that Florida law doesn't allow firearms to be on Airport property. A review of our records indicates you were charged a one-way fee of $320.00 plus applicable taxes due to the rental being closed out at our ************, ** location. In the interest of customer service, we agree to refund this charge, however we are currently unable to process the refund due to you having a chargeback dispute with your credit card. For us to proceed with the refund please have your credit card company remove the chargeback. Once the chargeback is removed, please email us at *************************************************** and reference case number ********. Please also include your final invoice, in PDF form, for the other rental company for consideration of reimbursement of the rate difference before taxes and fees. We can confirm you are not on our Suspended Rental Privileges (SRP) list and can continue to rent with us. Again, please accept our sincere apologies for any misunderstanding and inconvenience caused.  
  
  Thank you for contacting us. 
  

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 22077359
  
  I am rejecting this response because:

  -Hertz charged me for a one week rental for a vehicle I had in working order 48 hours. I picked the car up on July 5th and it was returned to a different Hertz facility July 7th via tow truck. Your receipt says one week rental July 5th-11th, charged me for dropping the car in a different location, and charged me to refuel even though as stated to tank was fuel as I had just refilled when the car died. Your $320 offer is only part of the overcharge. Compensation should be forthcoming.

  -It cost me an approximate $1,000 more to rent from another company when Hertz stranded us. Receipt attached. Compensation would be appropriate. 

  -Hertz claimed they cannot confirm my claim as their manager involved is no longer with the company. As my report stated there were three managers involved. Are all three gone?

  -It is legal to bring firearms onto airport property depending on intent. Hertz statement is factually incorrect. Firearms arrive daily via commercial, rental and personal vehicles to be checked in luggage, they arrive by plane everyday to be transported away via commercial, rental and personal vehicles. Uniquely, a Hertz agent brought my firearm to the airport. Even the airport police stressed that to the Hertz managers to protect us and our property from these managers. The managers claimed Hertz had a policy not allowing firearms, even legal, to be in their vehicles. As a result they would not give us a replacement car. I want a copy of that Hertz policy.

  -The Hertz managers said I would be banned for life from renting from Hertz because of the firearm. Although I have been told By Hertz through BBB that I'm not on your banned list. I have been a Presidents Circle Member for years with reward points etc. I would like a confirming letter or email for Hertz.

  It would seem that customer service common sense would quickly resolve my wants and concerns. I prefer to continue these conversations through the BBB as several emails with Hertz **************** produced nothing.

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

  Business Response

  Date: 08/26/2024

  BBB Case 22077359 
  RR No: 173231284 
  
  This is a response to ***** *******, 
  
  As previously advised, in order for us to proceed with the refund please have your credit card company close the chargeback. Once the chargeback is removed, please email us at *************************************************** and reference case number ********. Please also include your final invoice, in PDF form, for the other rental company for consideration of reimbursement of the rate difference before taxes and fees.  
  
  
  Thank you for contacting us. 

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 22077359
  
  I am rejecting this response because:
  
  Sincerely,
  
  *** *******

  Business Response

  Date: 09/25/2024

  BBB Case #: 22077359 
  RR# or ***** 173231284 
  
  This is in response to ***** *******. 
  
  According to our records we fully resolved your concerns on September 16, 2024, under Hertz case number ********. A refund was processed and may already be posted to your account. We truly appreciate you and allowing us to resolve this with you directly. 
  
  Thank you for contacting us. 
  

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22077359
  
  I am rejecting this response because: As of today September 30th, 2024, only part of the agreed upon credit has been made to my account. My agreement was, once the total is refunded I would remind the complaint. I am waiting.
  
  Sincerely,
  
  *** *******

  Business Response

  Date: 09/30/2024

  BBB Case 22077359 
  RR No: 173231284 
  
  This is a response to ***** *******, 
  
  Our records show you were issued a refund of $744.64 on 09/17/2024.  
  
  Thank you for contacting us. 

  Customer Answer

  Date: 10/02/2024

   
  Complaint: 22077359
  
  I am rejecting this response because:

  I was told by ***** *. in your ************************** on 9/18/24, that I would receive two separate refunds totaling $1,819.53. One for $744.64, which I did receive on 9/16/24. The other for $1,074.89 which as of today 10/2/24, I have not received. Awaiting your action to resolve this.
  
  Sincerely,
  
  *** *******

  Business Response

  Date: 10/06/2024

  RE: BBB Complaint #  22077359
  RR # 173231284 
  
  Dear ***** *******, 
  Thank you for taking the time to reach out to us regarding your complaint. According to our records, you were awarded a chargeback in the amount $1,073.89. As this chargeback was not reversed, and has been awarded, we are unable to provide further compensation. Please reach out to your credit card company or banking institution for further assistance with your chargeback funds. 

  Customer Answer

  Date: 10/15/2024

   
  Complaint: 22077359
  
  I am rejecting this response because:

   

  The charge back was reversed prior to 9/16/24. Hertz processed the first in credit, $744.64 on 9/16/24. The second credit for $1,074.00 has not been submitted as promised by ***** *. on 9/18/24 in the 3-5 business days.
  
  Sincerely,
  
  *** *******