Complaints

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

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• 

  Hertz

  8501 Williams Rd Estero, FL 33928-3325

• 

  Hertz

  PO Box 31166 Tampa, FL 33631-3166

• 

  Hertz

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

• 

  Hertz

  114 International Way Huntsville, AL 35824-0000

• 

  Hertz Corporation

  2300 N Airport Blvd Springfield, MO 65802-7536

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/25/2024

  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 3/22/24 I booked a car from Hertz via Booking.com for which I paid $410.92 and per the receipt, I was to pay $96.22 at date of pick up - total of $507. 14 for the rental car. On 5/18/24 I picked up the rental car from the *************************************************** Hertz location. At the desk, I provided my online voucher and confirmation number. The worker asked me if I wanted to add insurance, LDW, road side assistance, etc. I declined all additions and informed that I will be using my personal insurance. I also had to provide information regarding my personal vehicle insurance (carrier, number, etc.). I did not see a screen showing all that I declined, nor did I sign a form, it was all via a verbal conversation. The worker stated that the total would be $533.36 plus a $200 refundable deposit. I informed him that the rental car was prepaid and to use the card on file. He informed me that there was no card on file and I had to pay then for the rental car. I inquired of the additional approximate $30 that I would need to pay (as the original voucher stated only a $507. 14 charge). The worker stated that there were additional state taxes/fees added. I was from out of town, so took what he said as being true and paid the amount. A receipt was sent to my email address. This was a work trip and while submitting the reimbursement to my Company, I noticed that I was charged $533.36 on top of the $410.92 prepayment paid on 3/22/2024. Upon review of my receipt, even after declining, it was noted that I accepted LDW and road side assistance, which in total came to an additional $533.36. I called Hertz customer service 3 times and submitted an inquiry on their website, for which I was told to call back "a few days later" each time I called. Upon the latest call, I was told that there was nothing they could do as the receipt was the final contract. While the receipt shows I accepted those additional items, I did not accept those additional items and was overcharged by $437. 14.

  Business Response

  Date: 06/28/2024

  BBB Case 21899891 
  RR No: 147544180 
  
  This is a response to ********************;
  
  Our records show that all charges were accepted and signed for at the time of pickup as documented on your Signed Rental Agreement (***). With respect, the signed rental contract is a legally binding document. Regrettably, we are unable to confirm a verbal conversation at the counter. By signing the rental record, you are agreeing the terms, conditions and rates billed for the rental. It is the customers responsibility to review the terms of this documentation before departing the rental facility in order to ensure the terms of the contract are correct. In accordance with the *** the charges are valid, and no adjustment is warranted. 
  
  Thank you for contacting us. 

• Initial Complaint

  Date:06/25/2024

  Type:Service or Repair 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.

  June 12, 2024, 5 PM--Picked up keys to rental car at *********** (*******, **). Turn on car & see tire pressure is low in rear driver tire (PSI 22; other tires are 35+). Hertz manager, ***, told the woman in line behind us that he had no available vehicles. June 12, 6 PM: fill tire with air to 38 PSI (see screen shot with CSC servicework for $2.50). We inspect tire--no visible damage.June 13, 6 AM: I turn on car & see warning light saying low tire air pressure; PSI in rear tire is 17. I fill up tire with air again (see screenshot for 2nd CSC servicework for $2.50)June 13, 8 AM: I call Hertz roadside assistance. Representative asks if I want to exchange for another vehicle, but I told her the night before they didnt have any more. She then tells me that if I were covered under Roadside Assistance, they would give me a voucher, but I was not covered. So she said I could take it to a tire shop & get it fixed, but that I would have to pay for it.I told her that it was poor customer service, since I picked up the ************ already had low tire pressure meaning I did not cause the problem. She said she made a note.After we spoke, she played an automated message which said I had to visit any Hertz location to discuss this claim within 24 hours or there would be no further resolution.June 13, 8:15 AM: I drive to the closest tire shop, discount tire.They discover a nail in the inside wall of the tire-- non-repairable; charge me $353 for a new tire. I drive to closest Hertz location; **************************************************. Woman at counter told me I need to go to airport Hertz location to discuss with tire w/ them, & representative on the phone with (Hertz Roadside Assistance) shouldve given me a voucher.June 13, 4PM: I go to Hertz MSN airport location, and discuss situation w/ ***, the manager. He said he can reimburse up to $50, so I need to call Corporate for reimbursement. He gives me phone #; rep says email. June 25--I receive email denying compensation of $352.93.

  Business Response

  Date: 07/03/2024

  Complaint ID: ********

  RR#: 161209801

   

  Thank you for contacting us. Please accept my sincere apology for the issues you experienced with the tire and any inconvenience this caused. Based on the receipts you provided we are reimbursing you $357.93 to your credit card used for your rental. Please allow up to 10 business days for the amount to post to your account. 

  Customer Answer

  Date: 07/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I appreciate Hertzs prompt and well-done response. Thank you for that.
  
  Gratefully,
  
  *********************

• Initial Complaint

  Date:06/25/2024

  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 rented our vehicle on June 23, 2024 with booking reference K8550463126 and drove from SNA airport in *************, ********** and drove to ******* in ********************. We valeted the car the evening on June 23, and when ***** went to get it out of the parking garage the morning of June 25, 2024 it was completely dead. This was a 2024 Sorento *** in which Ive read online has problems with this happening. The hotel checked video footage and no interior or exterior lights were left on so this is a mechanical problem with this rental car. We tried jumping and charging the vehicle and the car still would not start and made strange noises. Upon calling Hertz we dealt with customer support (if you can call it that) that only cared about getting the malfunctioned car towed. We are in LA with our kids to take them to ***********. We are stranded at our hotel and paid handsomely for the prepaid ****** Land tickets. Hertz refused to offer us a car ride or to bring us a new rental car. They told us we had to go to the LA airport to get an exchange. How? We are stranded because they rented us (for a lot of money I might add) a car that doesnt operate. I am a Delta Diamonds reward member which gave me President ****** Gold status with Hertz and they still refused to help me and my family. As I sit here now I am waiting for Enterprise Car Rental to pick us up with the rental car we just reserved from them. Its obvious that Enterprise cares for their customers over ********************************************* car and I will never be using Hertz again. I will also be filing additional online complaints if we are not refunded in full along with other concessions for missing half a day with my family at **********. I am absolutely appalled at how Hertz handled this situation and basically telling us they didnt care we are stranded or what we had planned. Ill be telling this story publicly including Reddit unless I hear from senior leadership of Hertz about how they intend to make this right. Bad culture.

  Business Response

  Date: 06/28/2024

  BBB Case 21899651 
  RR No: 166965842 
  
  This is a response to ************;
  
  Our records show that you are currently still on rent with us. Please accept my sincere apologies for the issues your encountered. All vehicles are to be in good mechanical condition prior to being released for rental. When a customer experiences issues during their **********************, we recommend contacting the ************************** team immediately for on rent support. They can be reached at ************.  
  
  We certainly understand your frustrations in this matter and want to help. While we're unable to review open contracts, please do discuss these concerns with the local team, if you feel a resolution has not been made following the return of the rental, we can surely review these concerns at *************************************************** 
  
  Thank you for contacting us. 

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21899651
  
  I am rejecting this response because the contract was closed over the phone on June 25, 2025 when Hertz refused to assist our stranded family. In addition your non working vehicle was towed back to Hertz on June 25, 2024. Your incompetence continues to be astonishing. Ive put in a full chargeback with **************** but that is just the beginning of the remaining steps I plan to take action on if my requests are not met. There are many additional consumer complaint facilities online but Reddit will likely cause the most noise and Enterprise will love that they came in to save the day when Hertz left one of their president gold club members high and dry on their family vacation. I want this issue resolved immediately with a full refund and Ill leave it to you about any other concessions you see fit. Ive never been more disappointed with a companys lack of customer service or culture than I have experienced with Hertz. As Ive stated, your customer service closed this contract on June 25, 2024 when they refused to assist us on replacing the broken down rental car when we were literally stranded. In  addition, youve had the broken down rental car since June 25, 2024 so talking about talking with the local Hertz when we return a car that you already have in your possession is ludicrous. The only rental car we have right now is the one that Enterprise brought us when Hertz fell on their face to assist a customer. You all should be embarrassed. I suggest this get escalated to a senior leadership manager that is capable of handling this situation because I wont go away and have extreme reach on the internet. Youll be surprised what one person with conviction and intelligence is capable of. Do the right thing and do it now.
  
  Sincerely,
  
  *************

  Business Response

  Date: 07/04/2024

  BBB Complaint# ********

  Rental record# *********

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

  After further review, the customer only had the vehicle for 2 days prior to the vehicle being towed. The customer declined an exchange and is responsible for the 2 days the vehicle was use in the amount of $463.97. We have refunded the customer in the amount of $621.23 for the unused days. The customer will receive the funds back into their account within 5-7 business days. 

  Thank you for contacting us. 

• Initial Complaint

  Date:06/25/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  (Emailed ****************************** ******************************************* *************************************************** 2 weeks ago and received no reply)I am lodging a complaint about a discriminatory experience at ************** on 16 June. Despite booking a ***** XC90 as a Hertz President ****** member, I was directed to the shuttle location instead of receiving the reserved car.The situation worsened when staff informed me that, being under 30, I could not rent the XC90a restriction never communicated during booking. Instead, I was offered a smaller Skoda SUV at the same price. The Skoda was inadequate for our needs, yet I was expected to pay $400 more than the *****. The sympathetic staff member, constrained by the manager, mentioned he would have given us the car if it were up to him. We attempted to rent the XC90 under my mothers name, but the manager intervened, and the car was offered to a white couple beside us.Additionally, extra services were added to our rental agreement without consent. Consequently, I ended up paying $400 more for an inferior car. We had no choice but to accept the Skoda due to our remote location. This experience displays unethical business practices, costing $1500 for a Skoda for 6 days when a ***** XC90 was booked for $950.We felt racially profiled and judged as unable to afford the car. This incident caused us to waste over two hours and significant inconvenience during our business trip. As a corporate client with over 100 bookings annually, this affects our perception of Hertz and our willingness to continue our business relationship.I demand an immediate explanation and rectification. Failing to address this will compel me to escalate the matter to the tourism ministry and initiate a chargeback through ***************** I will never use Hertz again if this issue is not resolved satisfactorily.I look forward to your prompt response and a satisfactory resolution.

  Business Response

  Date: 07/05/2024

  BBB Case 21899134 
  RR No: 807904171 
  
  This is a response to Yash Deshpande 
  
  Please accept our deepest apologies for the impression our agents left with you. We consider any complaint of possible discrimination to be a very serious matter. Hertz has a long-standing reputation of diversity and inclusion. We pride ourselves on a very diverse workforce; who are well positioned; with a willingness to cater to and for the varied needs of our diverse customer base.Naturally, we were surprised and concerned to read through your letter. 
  
  I sent your concerns to the appropriate management over this facility to review directly with our staff. Upon completion of this investigation, there was no evidence discrimination found and our agents handled this matter correctly.Rest assured, this matter is being addressed internally, and our management team is taking the necessary corrective actions needed.  
  
  Normally our inventory of vehicles is more than sufficient to meet confirmed reservations; however, on rare occasions, unforeseen situations may arise that are beyond the branches' control. This is usually caused by late returns,extended rentals, damaged vehicles, etc. I have received confirmation that a refund of ****** or approximately $224.46 USD has been issued to the card on file. Please allow up to 5 business days for the funds to post to your account if they have not already. 
  
  Thank you for contacting us. 

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21899134
  
  I am rejecting this response because:

   

  As I have clearly stated the car was available and in the lot, they did not want to give it to me and they offered it to the people literally beside us as an upgrade at a discount while they put me multiple categories below and charged me more for a cheaper car than I had initially expected to pay for a xc90. This is where the discrimination comes in and I request you to check the records and see that the xc90 I booked months ago was given away in a minute to a white family as an upgrade by the manager leaving my travel plans completely messed up as our bags didn't fit in the smaller car provided.

  Even after the $200 refund I still ended up paying over $500 extra for a car that was nowhere near a xc90. 

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

• Initial Complaint

  Date:06/25/2024

  Type:Service or Repair 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 using a rental car from Hertz Frankford and ******* location. Since I have rented the vehicle I have had nothing but issues with this establishment. Their online hours and their store hours do not match. The establishment closes early without warning. No one answers the phone. I have had to call over 20 times a day to try to get a hold of an employee to extend my rental no one answers. I have called their ***** number they are no help and suggest calling said establishment but the business doesn't answer the phone. I had to call another location in ** for assistance with this because the Frankford and ******* location lacks quality, service and is just overall bad business.

  Business Response

  Date: 06/27/2024

  BBB Complaint: 21899006
  Rental Record: H34240463

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

  Thank you for providing us with your feedback.
  

  Please accept our apologies for any inconvenience caused during your rental experience. I attempted to call but was unsuccessful in reaching you by phone. Hertz thoroughly review all customer inquiries.
  

  After further review, your signed rental agreement includes additional coverage for the vehicle during your rental. Once added to a rental contract the coverage option cannot be removed. You would need to return the vehicle and close the existing rental contract, and then start a new rental contract and decline coverages.
  

  Please accept our sincerest apologies as the Frankford and ******* location is now closed permanently. You can return the vehicle to either ************* or ************** locations. I did see your request to cancel your loyalty account with **********************. Apologies are seldom sufficient when customers receive poor service, and I regret your inconvenience, however we will process your request. 

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21899006
  
  I am rejecting this response because: my complaint was not in regards to the additional coverage, I have already gotten that taken care of. I have attached an email response from the branch manager ************************* saying that he had cancelled my additional coverage on 6/14/24 and that I would only be responsible to pay for two days. I am fine with that, I will not pay past that day since I have a written confirmation that is was indeed cancelled on 6/14/24, I picked up the vehicle on 6/12/24 and I will only be charged for 2 days. 

  I understand the branch is no closed. It closed without warning and without providing its customers notice. I find that very unprofessionally and inconvenient. I have constantly tried to contact the establishment, I do not the exact day this business shut down but it had to be recently, since the last time I spoke to an employee at this establishment was on 6/17/24 to extend the rental. 

  My situation is slightly complicated, I am in a rental car because I was sent there by ***. *** is covering the expense of the rental and only work out of the Frankford and ******* Location. My car is being repaired by *** for a manufacturing issue that is covered under warranty. The *** ********** told me to return the rental to them when I pick up my car since Hertz at ********* and ******* has closed. I just want to make sure that I return this car to the proper place, I will receive and invoice and I will be reimbursed for all of my expenses. 

  Also if you did try calling me I received no such phone call or message. Maybe next time leave a message and a call back number. I never received any phone call. 

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

  Business Response

  Date: 07/02/2024

  Complaint ID: ********

  RR#: H34240463

   

  I apologize for any confusion or any inconvenience caused. Based on the email attachment you provided the insurance will not be charged after 06/14/24. You will need to contact the Essington or ************** location to determine if they are able to arrange a vehicle pick up from the Kia ********** (they will determine if it is within their pick up area). Please call them at the telephone number below:

  **************;****************** - ************ option 5

  Fairless Hills ******************* - ************ option 5
  
  

  Customer Answer

  Date: 07/03/2024

   
  Complaint: 21899006
  
  I am rejecting this response because: The problem with Herts is every single one of your locations lacks quality and customer service. I called the Fairless hill locations multiple times last week and not one employee answered the phone. You can never get a hold of any representative with hertz you have to go there in person. And going in person doesn't help. I tried to go to the ************** location and by the time I got there they were closed. It appears that every Hertz location operates on their own hours and closes before the listed closing time. I drove all the way to the *********** Herts Location for assistance since the branches in ************ all seem to **** and cannot help me. The *********** branch wasn't any better. I waited for two hours for assistance, they took other people who arrived after me, before helping me. When I finally got assistance nothing happened. They couldn't print out any invoices or help update my information in the system so again,  I have gone out of my way to contact MULTIPLE Hertz locations, and not one employee answers the phone at any location I have called, all of your establishments just let the phone ring off the hook. Hertz does not provide any customer service, this whole process has been very trying and time consuming and not one of your establishments has been able to help me resolve this issue. After this whole ordeal I will never be using Hertz service again in the future and I will never recommend using them to any friends or family. The whole company should be shut down for lack of service and customer care. I have done everything you have suggested and nothing has worked. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 07/15/2024

  RE: BBB Complaint # ********
  
  Dear ******************,
  
  I hope this message finds you well. I am writing to express our sincere apologies for the difficulties you have experienced in trying to reach us. We understand how frustrating it can be when you need assistance and are unable to get through to a representative. Your time is valuable, and we deeply regret any inconvenience this may have caused you.
  
  At The Hertz Corporation, we strive to provide excellent customer service and we regret that we did not meet those expectations in this instance. We are currently looking into the issue to understand what led to this situation and how we can prevent it from happening in the future. In the meantime, we would like to offer alternative methods of communication. You can reach us via our ************ Team on ******** m.me/hertz or on ******* at **********************************************************. We assure you that our team is ready and eager to assist you with your concerns.
  
  We appreciate your patience and understanding as we work to resolve this issue. Your satisfaction is our top priority, and we are committed to making things right. Once again, we apologize for any inconvenience this may have caused. If you have any further questions or concerns, please do not hesitate to contact us.
  

  Customer Answer

  Date: 07/15/2024

   
  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:06/25/2024

  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 would like to submit a formal complaint about the worst customer service experience I have ever had which took place at your ********************* branch on 6/21/24. I also need to resolve a duplicate / fraudulent of $835.52 by this location. I have attempted to resolve with phone customer support and the issue was unable to be resolved.I had a prepaid reservation for $328.90 for Hertz ********************* location (K87703796F2). *****, the Hertz representative about whom I would like to submit a formal complaint, refused to acknowledge this reservation. I showed the representative the reservation confirmation email and she told me she could not accept the credit card I used to prepay the reservation. She claimed I did not have the credit card even though I showed her the exact credit card used to make the reservation and the charge on my CC bill.I inquired what could we do since I had made and paid for reservation: she told me I could walk. I again reiterated that I am just trying to pick up my reservation and asked what we could do. Representative was extremely unpleasant and unhelpful, at which point I asked if I could speak with another representative who might be able to help. Representative was combative, disrespectful, and insulting to **** again told the representative I do not appreciate being spoken to like that and asked if she could instead give me the contact information for a manager if she was unwilling to help me. She refused. She refused to show me any information and instead told me its not her fault I am too dumb to read.I ultimately moved forward with the reservation (L65763025) as this was the only option representative was willing to attempt and I clearly outlined that I do not agree to the new contract and new up-charged prices. I only agree to the original payment, which was already paid.

  Business Response

  Date: 07/05/2024

  BBB Case 21898348
  Rental Record L65763025
  
  
  This is in response to ***************************,
  
  
  At Hertz, we aim to provide the highest level of service before, during and after a rental. Your complaint concerning the counter representative has been forwarded to the location management for review and any corrective action deemed necessary. Management states they could not use the prepaid reservation because the original credit card was not provided. The upgraded vehicle was taken and utilized the entire duration of the rental. We consider the charges valid. We respectfully decline your request for a refund. 
  
  
  Thank you for contacting us. 

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21898348
  
  I am rejecting this response because: response from the business is a flat out lie. Credit card used to book the reservation was presented to agent and agent refused to accept this card. Upgrade charges were not accepted at the time of the rental and this was clearly articulated and clear in all documentation that original contract price only was accepted. Clear documentation of refusal of the upgraded charges was provided with the complaint. This is clear in the signature line where I signed "Original Contract Only" to further emphasize that I did not agree to pay any of the upcharges the employee was attempting to force me to pay. In addition to reversing these blatantly fraudulent charges, I would like a written apology from Hertz corporate and from the franchise management.

   

  Business Response

  Date: 07/16/2024

  BBB Case #: 21898348 
  RR# or RES#: *************************** is in response to ***************************. 
  
  After further review with our Charlston, SC management, as a customer service gesture they have processed a refund for the upgrade charge in the amount of $506.66. Please allow 5-7 business days to post to your account. We apologize for any misunderstanding that *** have taken place at the time of rent. 
  
  Thank you for contacting us. 

  Customer Answer

  Date: 07/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and accept the refund for the fraudulent upcharge. I am severely disappointed by Hertz's abysmal customer service and by the behavior of the Hertz employee at the time of rental, for which Hertz has still not apologized. I have been a frequent Hertz customer and President's **** member. However, I will not conduct business with Hertz in the future and will share this experience and Hertz's appalling lack of response, requiring intervention from BBB widely.

  I am appreciative of BBB's assistance in facilitating the closure of this matter.

   

• Initial Complaint

  Date:06/25/2024

  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.

  My husband and I tried booking our family vacation using points (we have racked up a weeks rental worth of points). When we looked online to verify we could use our points in *******, the website told us the "redeemable free rental days" specific to *******. When we tried to book it didn't go through, so we called the customer service line. After waiting 30 minutes on hold, she informed us there were no vehicles available and hung up on us. We then called the ******* location who tried to help us by getting us an additional number (went right back to the number we found online). We called again and waited another 30 minutes, this guy told us to get this processed we needed to call back and press 6 to get in touch with a manager; the recorded told us "bye bye". Then we called again, waited another 30 minutes and this person told us that they can't use points in ******* because it is a franchise, we asked to speak to management to understand because online said something different, he said he would transfer us and we got hung up on. We called again, 30 minutes later another person answered and told us they wouldn't take points, so when we asked to speak to a manager she told us management would call us within the hour; they did not. The next morning we decided to call again (another 30 minutes), I finally got in touch with the manager and he told me he would charge me double points and I would only get 2 days and I will still most likely get charged. I asked if there was anything we could do to rectify this and he told me he would fix the website. The fact that they will not honor what is posted on their website is absolutely bonkers to me. And the "manager" I eventually got to speak with was so incredibly rude and told me to just book it as normal (cheapest option being $1,000). I will not be giving Hertz another dime, and my husband as well as his entire company will be using anywhere but Hertz from now on.

  Business Response

  Date: 06/28/2024

  BBB Case 21898280
  
  
  This is in response to ***********************, 
  
  
  I apologize for the confusion surrounding the points. Bozeman MT, does accept points on reservations. However, they are subject to black-out periods which would require double the amount and is the most likely reason it would not allow you to book online. When you called in, anyone of the agents should have checked and advised you of such. I sincerely apologize for the misinformation you received. 
  
  
  Thank you for contacting us. 

• Initial Complaint

  Date:06/24/2024

  Type:Service or Repair 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.

  When I rent the car Hertz give the car with 1/4 tank and I return the vehicle with the same amount of gas The manager ************************* is aware of this issue I'm being going weekly to the ocala office to talk to this manager and he assured me that hertz will refund me but seems like Hertz is playing with me and trying to scam me with that charge that I didn't recognize

  Business Response

  Date: 06/26/2024

  BBB Complaint: 21896511
  Rental Record: 831135281
  
  This is in response to *****************.
  
  Thank you for reaching out and allow us the opportunity to research and resolve your inquiry.
  
  Please accept my deepest apologies on behalf of the Hertz team for any inconvenience or frustration you may have experienced. All vehicles should be properly cleaned and in good mechanical condition before being released for rental. This includes a full tank of fuel. Please rest assured, that your concerns have been shared with the appropriate management team for an internal review and any corrective action necessary.
  
  An adjustment to your final invoice has been made resulting in a refund of $146.33 to Discover x6379. We ask that you allow 3-5 business days for processing. We appreciate you sharing your experience and allow us to rectify this situation.
  
  Best Regards.

  Customer Answer

  Date: 06/27/2024

   
  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,
  
  *****************

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21896511
  
  I'll wait until they give the refund to the credit card, and this is the letter the local Hertz store manager give me

  Business Response

  Date: 06/28/2024

  BBB Complaint: 21896511
  Rental Record: 831135281
  
  This is in response to *****************
  
  Thank you for reaching back out and allow us to address your concerns.
  
  Hertz thoroughly reviews all customer inquiries submitted. I was able to review your supporting documentation. As mentioned in my previous correspondence a refund was initiated yesterday on 6/27/2024 in the amount of $146.33 to Discover x6379. We kindly ask that you allow 3-5 business days for the refund to full process and reflect in your account.
  
  We truly value you as a loyal Hertz Gold Member and appreciate your patience during the resolution of your concern.
  
  Best Regards

  Customer Answer

  Date: 07/01/2024

   
  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:06/24/2024

  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.

  Rental Record No. : ********* On June 22, 2024 my rental ( 2023 *****************) was stolen from ********** and Broadway while waiting for a tow due to two flat tires. I spoke with a Hertz representative at 5:32 AM on June 22, ********************************************************** to leave the vehicle, while waiting for a tow. She specifically stated to leave the keys in the car, so I wouldn't have to be there for the tow or tire replacement. I rented the vehicle through Lyft at the ******************************************************************* location and spoke with the branch manager ********. I have filed a claim at this branch location on June 24th 2024, as well as through Hertz roadside and claim departments. As I do have LDW (which include theft protection) as apart of my rental agreement, I requested either to remove the contract or replaced cause the car is no longer in my possession. At first, ******** stated that the car must be returned in order to end the contract. I stated I had theft protection via LDW. He then stated the police must call them and tell them the case is closed because he does not know if the vehicle is really stolen (insinuating I stole the vehicle myself), even though I have a police report . I called my local department, and was told that is not procedure. Hertz is supposed to contact them. He then said that the police would have to conduct a search and stated it can take months with no time limit. In addition, he told me cooperate handles claims on theft and that there is nothing he can do, then later stated that claims were handled in house. I asked for the policy in which it states any of the information he provided to verify, he was not able to respond with the corresponding policy. I called customer service and they stated managers handle such issues. So, now I am currently being bounced around.Due to Hertz own policy via LDW, I should not be financially liable for the vehicle. It should either be replaced or contract ended.

  Business Response

  Date: 07/03/2024

  Complaint ID: ********

  RR#: 164963105

   

  Thank you for contacting us. Please provide the police report so that we may forward it to the correct team and they can proceed in resolving this matter. 

  Customer Answer

  Date: 07/07/2024

   
  Complaint: 21896436
  
  I am rejecting this response because:
  

  The problem is not yet resolved. 
  

  Sincerely,
  
  Drevonte ***

  Business Response

  Date: 07/15/2024

  BBB Case 21896436 
  RR No: 164963105 
  
  This is a response to Drevonte Poe 
  
  Please be advised that per the terms and conditions, until the vehicle is returned or listed on the N.C.I.C., the contract cannot be closed, and you will remain responsible for the vehicle during this period. Please note that theft of vehicle is not covered under the ******************* Supplement. I apologize for the confusion. 
  
  Thank you for contacting us. 

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21896436
  
  I am rejecting this response because:
  

  Luckily I paid for LDW ( LOSS DAMAGE WAIVER) not LIS in which theft is covered per your terms and conditions. Documents have been attached in previous reply. Sorry for the confusion. 
  

  Sincerely,
  
  Drevonte ***

  Business Response

  Date: 07/24/2024

  BBB Case 21896436 
  RR No: 164963105 
  
  This is a response to Drevonte ***, 
  
  Thank you for clarifying this information. As previously advised, until the vehicle is returned or listed on the N.C.I.C., the contract cannot be closed, and you will remain responsible for the vehicle during this period, however rest assured you will be covered by the Loss Damage Waiver once this process is complete. 
  
  Thank you for contacting us. 

• Initial Complaint

  Date:06/24/2024

  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.

  A coworker and I rented a car in her name on 5/16/24 (*********). I left my sunglasses in the car on accident. I realized before my connecting flight that day and returned to the car rental center to get them. They told me the car had been taken away and to file claim with lost and found. My coworker made multiple attempts to file a claim and get in touch with hertz. I personally found online their website that the glasses had been found in the car that was under our reservation number. I filed a claim with a description and never heard anything until weeks later they said they item was not available through email with no correspondence. Before the email weeks later Id called repeatedly to the airport location with no answer, I spoke to the customer service outside of the airport 2 times both which required a 30 minute wait time each. The first call the person started to sound helpful and optimistic and then I was disconnected when put on hold so I called back and waited 30 minutes again for someone who was not helpful at all. They give 30 days before they give your belongings away and it seems like they intentionally keep them from you. Today my coworker and I returned to the *********** hers and asked them in person and they said theyve probably been donated because its been 30 days. I just want my sunglasses back as they were brand new and not cheap.

  Business Response

  Date: 06/26/2024

  
  BBB Complaint: 21896349

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

  Thank you for contacting us regarding this matter of lost sunglasses.I do apologize that these were unable to be recovered. Please know Hertz is not responsible for items left in the vehicle and does not reimburse customers for lost items unless the correct insurance is purchased. With this in mind,we politely decline the request for reimbursement. 

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21896349
  
  I am rejecting this response because: it was noted on your website that they were found and because your company made it impossible to get in touch with anyone I was not able to retrieve them. I spoke to a member of your staff whom was sitting on a park bench in the lot that very evening and had anyone actually been helpful or acted like they cared that could have and should have been retrieved.

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

  Business Response

  Date: 07/04/2024

  Complaint ID: ********

  RR#: 145592661

   

  We apologize for your experience. Do you have a screenshot or any documentation that shows the location listed the item and that it was found in the vehicle rented? Please provide any documentation you may have for further review.