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

7,199 total complaints in the last 3 years.
1,725 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:07/31/2024
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.
I rented a car from Hertz in *******, **. I showed up and they had no cars available or ready- their story kept switching. It looks like they do this all the time. Their ****** reviews were filled this repeatedly happening. The staff was rude and annoyed that this was something customers would care about. I ended up having to take an **** to my meeting since it took so long. I asked them for reimbursement for the **** and the fact the car wasnt ready and was told no. I also currently have been charged two more times for my rental, in addition to the hold on my card, which Im not sure what it is for. $632 in addition to my rental cost and the hold. The company seems like a complete mess that is repeatedly s******* over customers.
Business Response
Date: 08/07/2024
BBB Case 22074677
Rental Record 186143661

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

I apologize there was no vehicle available at your scheduled pick-up time. We appreciate the time you took in providing us with your feedback. Please provide a copy of your **** receipt for review.

Thank you for contacting us.
Customer Answer
Date: 08/13/2024

Complaint: 22074677

I am rejecting this response because: I have repeatedly provided a copy of this receipt already. In person, via email, via social media. This is a ridiculous response.

Sincerely,

***************************
Business Response
Date: 08/16/2024
Complaint ID ********
Rental Agreement Number 186143661

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

We sincerely apologize for the inconvenience experienced in ******* when there was a delay in honoring your reservation. Our aim is to provide customers with a service experience that not only meets but exceeds their expectations, and we regret that this was not your experience. 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 sufficient to meet confirmed reservations; however, on occasion, customers do not return vehicles as expected, and the resulting shortages cannot be overcome immediately.
After a careful review, we can confirm that the refund of $103.95 for the additional driver was successfully processed on August 6, 2024, back to your billed account ending in 1007. Please be reminded that it will take 7 to 10 business days to reflect on your account. If the amount is still not apparent in your account, please contact your bank for further assistance.
We appreciate the opportunity to look through this and thank you for being our Hertz Loyalty member. We hope to serve you again in the future.

Thank you for contacting us.
Customer Answer
Date: 08/16/2024

Complaint: 22074677

I am rejecting this response because: it doesn't address my complaint. There has never been a willingness to refund me for the additional expenses I had as a result of their disorganization, as well as their extremely rude and unprofessional customer service.

Sincerely,

***************************
Initial Complaint
Date:07/29/2024
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 reserved a "**** ******** or similar Fullsize, 5 doors, 5 seats, Automatic transmission"
through **** Travel on March 28th at ****** Rent a Car for 376.94 USD. I and **** Travel have the email confirmations showing this type of vehicle reserved for the amount above (see attached confirmation). I showed up to the airport in Glasgow unaware that ****** had transferred my reservation to Hertz (no email or instructions). ****** never instructed me to go to Hertz. Someone finally let me know that ****** did not exist and that my reservation probably went to Hertz. At the Hertz ticket counter, the associate told me that ****** had moved/transferred my reservation to Hertz and re-booked me with an Electric ******** without my permission/notification. My **** travel confirmation shows "**** ******** or similar Fullsize, 5 doors, 5 seats, Automatic transmission" and the confirmation in Hertz system says "******** EV." The associate informed me that I would be up-charged 540 GBP for the original car on my reservation (**** ********, automatic transmission) and my **** Travel Reservation would not be honored. At the end of my trip, I was upcharged the extra 540 GBP for the original car I reserved. I submitted a request at ****** Rent a Car and no one got back to me. I then submitted a request at Hertz and they will not honor the original reservation nor will they confirm receipt of the copy of my **** Travel confirmation that shows I booked a **** *********** Auto Transmission for $376.94 USD. When I asked if they would confirm receipt of my **** Travel Confirmation that states the correct booking, they stopped answering me. I have not heard from Hertz since and they have stopped answering my inquires. **** Travel confirmed that Hertz had an error and the reserved car type changed. So, I was upcharged 540 GBP for the car type I originally reserved, which was not honored.
Business Response
Date: 08/08/2024
Complaint ID: ********
RR#: *********

Thank you for contacting us. Please accept our sincere apology for any misunderstanding regarding the rental brand upon your arrival and for any misunderstanding regarding the reserved vehicle class. A review of our records indicates the vehicle reserved was a ******** which is an electric vehicle class. Your feedback will be shared with the appropriate Hertz management for internal review and correction. However, based on the documents you have provided and in the interest of customer service, we have issued a refund for the upgrade fee in the amount of 648.00 GBP. Please allow up to 7 business days for the refund to post to your credit card.
Customer Answer
Date: 08/08/2024

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:07/21/2024
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.
On 11/04/23, I reserved a Hertz vehicle online, with Expedia. For the 7 days of rental, the total was quoted as $723.90, including a toddler car seat, and Collision Damage Plan. I paid $91.00 (of the $723.90 total) as a deposit - see the attached Expedia reservation receipt.

Upon arrival in Cancun, on 12/22/23, I was ultimately told that the vehicle I reserved would in fact be approximately $1700 USD. After disputing this new price, I was told that they could do the reservation at a similar price to the $723.90, but mandatory additional insurance would raise the total up to approx $1700-$1800 USD.

At this time of year (Christmas), it wasn't clear that trying another rental company (in/outside the airport) in search of another car would end positively. After 1+ hours at the Hertz counter, in a foreign country, with a hungry/tired toddler, I ultimately rented the Hertz vehicle (Renault SUV) for the week, at $1,833.55 USD, in addition to the $91 originally paid to Expedia. See attached bank statement. This was approximately $1,200 MORE than I had anticipated paying for this type of vehicle - approx $275/day.

I wrote to Hertz corporate, to indicate the situation. In short, I was told that the Cancun location is an independent franchise, and could charge whatever they like. I don't dispute that I signed the contract and paid the contract cost. As indicated, the vehicle was needed (despite the shocking increase in price) and finding another vehicle, at that time, elsewhere wasn't guaranteed.

I wrote to and questioned Hertz on a number of issues, including the huge discrepancy between the quoted reservation and final price. The questions were never answered, except to repeat that the company could do as they wished, because they are independent.
If there is an issue with the Expedia reservation, then Hertz corporate needs to address that as well, given that it is their name being used. I trusted the Hertz name. The experience left me angry/upset/disappointed.
Business Response
Date: 07/27/2024
RE: BBB Complaint # ********

Dear Ms. **** *******,
Thank you for taking the time to reach out to us regarding your complaint. I am sorry to hear of your recent rental experience in Cancun. It’s understandable that the significant price difference between the quoted reservation and the final price would be upsetting, especially when dealing with the additional stress of travel and caring for a young child. However, it’s important to note that while we empathize with your situation, customers are indeed responsible for understanding the details of their coverage and what their purchase will cover. When coverage is purchased through a third party, it’s crucial for customers to thoroughly understand what is included in their coverage and what additional necessities may not be covered. This can help avoid unexpected costs and ensure a smoother experience. We value your trust and will take your feedback into consideration to improve our services. Have a great week!
Customer Answer
Date: 08/04/2024

Complaint: ********

I am rejecting this response because:
It does not address my concern. I have never disputed that I signed the contract for the vehicle, nor have I ever disputed that I understood the charges in the contract. As indicated in my previous correspondences with Hertz, I did not feel that I had any other option but to accept the vehicle/contract that was being provided by Hertz, Cancun, for the following reasons:
- it was Christmas/holiday time. There was no guarantee that if I cancelled the vehicle that had been reserved for me, and opted to go to another rental company (whether inside or outside the airport), that I would be able to find another vehicle;
- My family and I were in a foreign country, which added to the uncertainty/comfort level of cancelling a reservation to go in search of something else;
- I was told by the agent that despite the insurance coverage I had reserved through Expedia, the additional insurance coverage that was being added to my reservation was a requirement - that I could not choose to rent the vehicle without it;
- and finally, on top of all of that, and after 1.5+ hours at the counter after a full day of travelling...we were travelling with a toddler who was beyond hungry and tired. Attempting to go to another rental company counter, given how busy the airport and the rental center was, was not a reasonable option at that time.
This is why the vehicle was ultimately rented. The was no other safe and guaranteed choice at the time.
Further, I have posed a number of questions to Hertz corporate, that remain unanswered and unaddressed. Hertz' responses to my issues have felt dismissive and quite offensive, particularly given that I originally chose to rent from Hertz because it was a name that I trusted.
My questions, previously posed to Hertz Global Holdings are as follows:
- How is it that I can be given a reservation for a Hertz vehicle with one price, and then arrive at a location and be charged more than 2x the price indicated on the reservation? Yes, I have been told that as an independent franchise, the Cancun location can price as they wish. However, what would have happened if I was unable to pay the increased price, upon arrival in Cancun?
- did my Hertz reservation/confirmation indicate anywhere that the reservation price was subject to change, based on whatever prices would be presented by the particular franchise?
- was any indication provided to me by Hertz or on the reservation, that the price may ultimately be more than double the expected price, depending on the country being visited?
- does this mean that the Hertz name and reputation can have different meanings, depending on the location or the branch?
- Should I have been aware that this is standard Hertz practice, and that I must always be open to a possible change in price/change in standard going forward?
I would still greatly appreciate Hertz' responses on the above questions, in conjunction with my overall complaint.

Business Response
Date: 08/10/2024
RE: BBB Complaint # ********
RR # *********

Dear Ms. ************,
Thank you for taking the time to contact us again regarding your complaint. Upon reviewing your final rental bill, I see that your rate was charged at $365.57 after a 10% discount. This is lower than your booked rate of $406.36. Our Best Price Guarantee ensures that your rate will be adjusted if a more equitable rate is found.

The additional charges on your bill are for products added to the rental agreement at the rental counter, not for an increase in the rental rate. These products would not be included in your reservation unless they were added during the booking process. When coverage is purchased through a third party, it’s crucial for customers to thoroughly understand what is included in their coverage and what additional necessities may not be covered. We deeply value our customers and their ability to make informed decisions. It is essential for customers to familiarize themselves with their coverage details. This understanding empowers them to identify if there’s a need for additional products or coverage. However, the ultimate responsibility lies with the customer to ensure they have the appropriate coverage.

Hertz is committed to maintaining a high standard of service and customer satisfaction across all our locations. Thank you for allowing me to clarify this matter.
Customer Answer
Date: 08/14/2024

Complaint: ********

I am rejecting this response because:
There is clearly still a misunderstanding about my issue and complaint.
With regards to Hertz's response and referenced $406.36 initial rate, I would be grateful if Hertz could indicate where/the document in which that information was provided to me, when I made the reservation. Please see the attached reservation receipt, which indicates that the 'Total', from December 22-29, 2023, would be $723.90. There is no indication of any initial rate - only a total was provided.
Additionally, there is no indication that I should/could be prepared for a price change - certainly not one of this magnitude. Nor is there any indication that additional, mandatory, items may be added to the reservations, for the vehicle to be rented. Please be reminded that the agent in Cancun, indicated that the additional insurance coverage was required, not optional - See attached email complaint sent to Hertz, on April 9, 2024.

Further, and again, I would still appreciate responses to my questions previously posed to Hertz, including where it might have been indicated to me - at the time of booking - that the price/rate could increase to more than double the indicated total.

Sincerely,

******** ******* **** *******
Business Response
Date: 08/21/2024
RE: BBB Complaint # ********
RR # *********

Dear Ms. ************,
Thank you for taking the time to contact us again regarding your complaint. My apologies regarding the confusion regarding the Rate and Coverage options on your recent rental in Cancun. As you booked through a third party, I am unable to advise on their booking processes, terms, or billing display information. We deeply value our customers and their ability to make informed decisions and kindly suggest booking when using our website and app, as the rate and charges are displayed. As a gesture of goodwill, I have sent a $50 certificate to the address we have on file. Have a great day!
Customer Answer
Date: 08/21/2024

Complaint: ********

I am rejecting this response because:
1. Hertz is still refusing to address my questions posed directly to the corporation.
2. If I was not provided with an initial $400+ rate for the rental, as suggested by Hertz, where was this information to be found? And why is it at all relevant to my issue, if my total would have been $700+, for the week?
2. While the reservation was made through a 3rd party, is it Hertz's contention that the 3rd party therefore has complete autonomy in determining the fees to be charged, even when using the Hertz name on a product? In other words, am I to understand that it is ALL the responsibility of the 3rd party booking agency, that they reserved a Hertz vehicle for almost 1/3 of the final price, and that this is an acceptable policy for Hertz?
3. Finally, I understand that Hertz is not inclined to adequately address or entertain the concerns of their customer, and that it is now their position that this is only a matter for the 3rd party.
I again wish to iterate that I initially booked the Hertz vehicle, because I knew and trusted the 'Hertz' name and reputation. While I had other booking options, I determined that Hertz would be the most reliable option, for myself and my family, in a foreign country, with our toddler child. I have been dismayed, disheartened and thoroughly disappointed by the entire ordeal, including and especially the responses received from Hertz, to date.

Sincerely,

******** ******* **** *******
Initial Complaint
Date:07/18/2024
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.
On 5/27/2024, I paid Hertz $119.89 for a pre-paid reservation under ***********. See attached pre-paid receipt.

However, when I picked up the car on 6/26/2024, the agent at the counter forgot to apply the pre-payment. Therefore, when I returned the car, Hertz charged me an additional $142.03 for the same rental, but under a different reservation number ***********. This duplicate receipt is also attached.

On 6/27/2024 I contacted Hertz customer service by phone, and they agreed to:
1. Refund the original $119.89, which was prepaid for ***********.
2. Refund the additional $22.14, representing the difference between *********** and ***********.

These two transactions should have resulted in a total remaining charge of $119.89, which was the original pre-paid amount.

On 7/5/2024, I received the first refund for $22.14. However, the remaining $119.89 refund was nowhere to be seen.

On 7/12/2024, I contacted Hertz by phone a second time and explained the situation again. The representative told me that the $119.89 refund should have been processed, but that it never was and that they would process it immediately.

It is now 7/17/2024 and there is still no evidence that the $119.89 refund has taken place.
Business Response
Date: 07/29/2024
Complaint ID ********
Rental Agreement Number *********

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

I truly regret the inconvenience this matter has caused you. Our records indicate a refund of $119.89 has been issued on or around 07/17/2024. Could you please confirm if this refund has been received.

Thank you for allowing me to address your concerns.
Customer Answer
Date: 07/29/2024

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. I can confirm that I received the refund from Hertz in the amount of $119.89 on July 22nd, 2024.
There is no further action required at this time.

Sincerely,

******* *****
Initial Complaint
Date:07/18/2024
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.
I have been fraudulently charged by Hertz for a vehicle I rented and returned per my original agreement. They do not respond to me when I reach out to them to resolve the issue. They believe I had the car after my agreement ended but I think I am getting charged for the next rental. I have attached a PDF with all the info I have for the timeline. I disputed with my credit card company and they determined with me that it was fraud. Now Hertz is sending me bills. I asked them to delete my Hertz Gold account twice now in writing and they have refused to do so. See attached. This has gone on for 6 months.
Business Response
Date: 07/31/2024
Complaint ID: ********
RR#: *********

Thank you for contacting us. We have reviewed this matter with our local team at Cape Canaveral regarding the return of this rental. They have advised they show no record that the vehicle was returned to Cape Canaveral on 01/14/24. Our records indicate this vehicle was checked in at Hertz Orlando, FL Airport on 01/19/24. Based on our research we must advise the charge is valid, therefore an adjustment is not warranted.
Customer Answer
Date: 08/01/2024

Complaint: ********

I am rejecting this response because:
I returned the car per the GPS proof I provided as an attachment on my original message. How did I return the car in Orlando if I was not in the same country when the car was returned?
This response is a canned response. Your customer service still fails to help me resolve your fraudulent negligence

Sincerely,

***** *******
Business Response
Date: 08/08/2024
BBB Case #: ********
RR# or RES#: *********
This is in response to ***** *******.

If you have any receipts of purchase showing the date and location in another country, we will be able to further review the charges. Please email to [email protected] and reference case number ********.

Thank you for contacting us.
Customer Answer
Date: 08/16/2024

Complaint: ********

I am rejecting this response because:
This has yet to be resolved. I have submitted the information requested in the latest response from Hertz via the email and case number provided. I just submitted it a few moments ago but here it is attached as well. I look forward to hearing a resolution on this case.

Sincerely,

***** *******
Business Response
Date: 08/21/2024
RE: BBB Case # ********
RR # *********

Dear Mr. Summers,
We sincerely apologize for any and all inconveniences you have experienced and regret any misunderstanding regarding your rental. I have reviewed the details of your concerns, and I see that my colleague has already sent an email to the store location to address your concerns. Your case is still under investigation. Rest assured that we are here to assist you in resolving this matter. Should you need further assistance in the interim, please email to [email protected] and reference case number ********.
Initial Complaint
Date:07/07/2024
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.
Received an Email from Hertz 30 June 610am.No photos or Completed VIR Document by ***** was Attached to the email.From: ******************************** <**********************************************************>Sent: Sunday, June 30, 2024 6:10:54 AM To: ************************** <**************************>Cc: ******************************** <**********************************************************>; ******************************* <******************************************************>; ************************* <***************************************************>; ****************************** <***********************************>; ************************ <***********************************>Subject: Hertz RA# ********* Good morning, Thank you for returning your vehicle. Upon further inspection of the vehicle, it was noted that the front passenger side bumper was gouged. After investigation, we have determined that this was not previously noted. I have attached photos for your reference. As well, you will have received a copy of the vehicle incident report that was completed on our end. Could you please see the attached pdf file. Complete the damage report and send it back to us by via email.I have cc'd my managers, should you have any questions please feel free to contact them.Thank you and have a good day!
Business Response
Date: 07/08/2024
BBB Complaint: ********
Rental Record #: *********

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

Thank you for contacting us we have received your inquiry and appreciate you reaching out to us.

Hertz thoroughly reviews each customers inquiry. After further review of our records, a member of the location management team has been in recent contact with you to confirm there is no damage charge on your rental at this time. The $266 charge is related to your time and mileage before tax.

While a damage report has been filed, and a damage investigation is underway we will inform you of any further actions if deemed appropriate.
Best Regards.

Customer Answer
Date: 07/08/2024

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:07/02/2024
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.
We were overcharged for gas-- we filled the tank immediately prior to returning the vehicle but were charged as though we did not. We have contacted Hertz 3 time with no response. We filed a dispute with our credit card company, but Hertz fought it and we have been re-charged for the disputed amount. We have proof with a receipt that we filled with gas but Hertz will not speak with us so that we can show this and resolve the problem. We also tried to call immediately when we discovered the error (or intentional overcharge) but there was no answer. We discovered it within minutes of receiving the email receipt, and the car was likely still sitting in the return lanes. Someone else could have gone out to check the gas gauge immediately and fixed the issue promptly, but Hertz did not answer their phones. Now they will not answer emails or allow us to show that they were in error. See attached receipt-- we put gas in within 20 minutes of the car being returned (4 or 5 cars were checked in before us, so that accounts for the lapse in time). 256 miles were driven from check out to check in (per the rental receipt), and if the average gas mileage of the vehicle is calculated, this will match the amount of gas we put in the vehicle prior to return. The 6 gallons we were charged at $10.73/gal was fraudulent. This is also the second time this has happened with Hertz-- for almost the exact same amount of gas. This appears to be a common practice to cheat customers.
Business Response
Date: 07/04/2024
Complaint ID: ********
RR#: *********

Thank you for contacting us. Please accept our sincere apology for the billing error related to the fuel charge. I am very sorry this is the second time you have had this happen. Rest assured we will address this matter with the appropriate management to prevent recurrence. We have issued a refund of $66.10 to your credit card. Please allow up to 7 business days for the refund to post to your account.
Initial Complaint
Date:07/01/2024
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.
I have rented from hertz for the pass 3 to 4 month each month I deal with and issue were I call I am told the rental has been extended rental has been extended for the requested time.I am told the system isnt requesting any additional funds. Then I will just happen to extend it again, and then Im told that the car is in what they call the repo department. Its very upsetting because *** spent an awful a lot amount of money with this company. Probably somewhere in the amount of 8 to 9 grand dust far.Its very upsetting because *** spent an awful a lot amount of money with this company dust far when these things happen it affects the history of the renter so it could lead to bigger problems. I take issue with this because its too big of a company for these type of things to happen. Its also very stressful when the customer does their part it is up to the company to do their part in many times this happened and somebody somewhere is dropping the ball. Not necessarily the location but the 800 number. I also want to take this time to mention that I havent been able to completely understand all of the charges on the account *** sent emails about this, but Im emailed a very generalized message that doesnt solve any problems. Its almost impossible to get to someone who knows whats going on. In addition, to that I set up I set up one of their loyalty program or reward programs rather when I first started renting when I asked about it, I was advised that I do not have it here recently, I started a new one, but I was told prior to I already had one which means I lost a lot of points that I couldve gathered during this time. I also emailed about this and got a very general email back.
Business Response
Date: 07/03/2024
BBB Complaint: ********
Rental Record: *********

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

Thank you reaching out and allowing us to address your concerns.

Hertz thoroughly reviews all inquiries. Please accept our sincerest apologies in regard to the inconveniences experienced during your rental. Please rest assured, that your concerns have been shared with the appropriate management team for an internal review and any corrective action necessary.
We deeply value you as a loyal Hertz Gold Member and as a gesture of goodwill I have added ***** reward points to your hertz loyalty account. The points are added as of today and available for use.
Thank you for allowing me to address your concerns.

Best Regards.
Customer Answer
Date: 07/07/2024

Complaint: ********

I am rejecting this response because:

Sincerely,

*****************************
Initial Complaint
Date:06/27/2024
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.
I rent a car from hertz on June 1st from ************** branch. I bought the liability insurance from them when I rent the car. I was involved in an car accident while renting the car. The police came and asked for the proof of insurance. I contacted the hertz customer service at least 4 times and the staff at the branch. All of them told me the rental agreement is the proof of insurance. I sent it to the police. But now I am getting a ticket for not presenting the insurance to the police. The police was saying he didnt see a policy number and effective date there so it failed to prove that I have the insurance.I have been told from hertz multiple time that the rental agreement is the insurance proof. But I still got ticket. Now Ill need to go to the court. The company should be responsible for this whole situation. I paid the extra dollar to buy the insurance just to protect myself but I still get ticket just because they didnt provide me the right document. They need to pay for all my expense, not only the ticket but the compensate all the time and money I spent to solve this problem.
Business Response
Date: 07/02/2024
BBB Complaint: 21908934
Rental Record: 155073365

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

Thank you allowing us to address your concerns.

Hertz thoroughly reviews all customer inquiries submitted. I was able to review your supporting documentation. We are in the process of reviewing and providing the best resolution as possible, however we are needing additional information.

We are requesting that you send in a scanned or photo copy of the actual citation received for further review and investigation. We truly your patience during the resolution of your concern.

Best Regards
Customer Answer
Date: 07/05/2024

Complaint: 21908934

Please see attached the ticket. Please pay for the ticket and compensate my time and my effort to deal all these situation which I shoudn't need to.

Sincerely,

****************
Business Response
Date: 07/12/2024
BBB Case 21908934
RR No: 155073365

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

I have issued a refund of $190.00 to the card on file to reimburse you for the ticket. Please allow up to 5 business days for the funds to post to your account.

Thank you for contacting us.
Initial Complaint
Date:06/26/2024
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.
Previously made a rental reservation on line and paid for a Chev equinox, out of *********************. Jun 26 was present to pick up the Equinox and required to once again go through the rental process. With additional monies required. At this particular airport rental agencies do not allow walk up customers to rent. So, pretty much stuck with Hertz. We retrieved the vehicle, not a new equinox, but a 4 year old ******* no navigation system, blurry back up camera, and no active alarm notice. We checked the ****** beforehand in an underground garage, but once in daylight saw a scratch on side. In addition, the car reeked of cigarette smoke, and as we drove saw the smearing of thick smoke film on the windshield. Noticed Hertz of this and received a pay copy paste response:
Business Response
Date: 06/30/2024
RE: BBB Complaint # ********
RR # 168914174

Dear Mr. and *****************,
Thank you for reaching out to us regarding your complaint. I am sorry to hear of the way you received your vehicle. I truly appreciate your time in notifying us of this issue. My sincere apologies for the cleanliness and condition of your rental vehicle. Hertz prides itself on providing a clean and well-maintained fleet to allow our customers a comfortable ********************** experience, and we failed to meet that goal. I apologize for any inconvenience you experienced with the vehicle. Your satisfaction is our priority, and we look forward to serving you better in the future. I have sent a $50 rental certificate to the address you have provided. Please allow up to 4 weeks for **** to get that delivered to you. If theres anything else I can assist you with, please feel free to let me know. Safe travels!

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