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

7,236 total complaints in the last 3 years.
2,327 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:06/23/2024
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 rented several vans and all of which were returned Jan and Feb of this year. However, I am still being billed for 2 vans that have been confirmed several times that they were returned. The rep that I spoke to last, actually could see that they've been rented out to others, which makes me wonder why I am still being billed and no refund has been issued. My business is House2Home Deliveries LLC. I hated to take this approach, but I have been left with no other option. I been overcharged by 10k at this point, and there is another charge about to happen this month.
Business Response
Date: 06/25/2024
BBB: 21891014
This is in response to **** House.
Thank you for contacting us regarding this matter. For us to further move forward with this investigation we will need some more information from you. Could you please provide your rental record number or reservation ID?
Customer Answer
Date: 06/25/2024
The correct form has been uploaded.
Business Response
Date: 07/05/2024
BBB Case 21891014
Rental Records *********, 570210830
This is in response to **** House,
Our records indicate the two rental agreements are closed and no charges are continuing to accrue. Please provide documentation from your credit card company that you are still receiving charges from Hertz concerning these two rental agreement numbers.
Thank you for contacting us.

Customer Answer
Date: 07/08/2024

Complaint: 21891014

I am rejecting this response because: I returned both vans back in January. As you can see, I have been charged every month since for 2 vans. I tried to have spoken to several people, the last manager said that the regional would call me but I haven't spoken to that person. At this point, July will likely be drafted as well, so I really would like to stop that from happening and to be issued a refund for all the months that I have been charged. It only allows me to post a few of the charges here, but I have every statement available. Not sure that they are needed, since it clearly shows that I am still being charged twice a month.

Sincerely,

**** House
Business Response
Date: 07/13/2024
RE: BBB Complaint #********
RR: 547804180 570210830

Dear APPLICANT HOUSEHOME DELIVERIES LLC,
Thank you for reaching out to us regarding this matter so we could investigate further. I have heard back from the location advising that you are due a refund for the extra time. I have notified the billing department of this decision. Please allow 5-7 business days for our Multi-Month billing department to adjust your invoices and process your refund amounts. I truly appreciate your patience as we investigated this matter to find a resolution satisfactory to all parties. Thank you for bringing the issues you encountered to our attention. We take the quality of our service seriously and appreciate your time working together. Please reach out to us if you need anything else. Have a great weekend!
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,

**** House
Initial Complaint
Date:06/23/2024
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 reserved a vehicle through Hertz via the Uber Driver Marketplace, in order to drive for Uber in a rental while my personal vehicle is in the shop. I tried to rent a car directly with Hertz, but on the phone Uber and Hertz representatives said I had to confirm my reservation through the Uber app. I reserved a car (Reservation #K8882164212) for the amount of $328.42 total due at time of rental (as stated in the agreement). Upon arrival, they vehicle reserved was no longer available (although the rental price would have been $200 higher than the one listed on my reservation), so we upgraded. I ended up spending $533.05 for a weekly rental of a Tesla (Rental #*********). During the checkout, I was assured that: as long as I did not use a Tesla Supercharging station, I would not have to pay for charging the vehicle. Also, I was told I could pay my tolls without penalty through a website called PlatePass.com (which I still have not been able to access). After finally receiving the rental, things were okay for a few days, until Uber mistakenly took the vehicle off of my Uber Driver account, making it impossible to use the vehicle for driving/earning with Uber. This was a clerical mistake on ****'s behalf, and it took over 2 days on the phone with their tech support getting the situation corrected. During this time, I contacted Hertz directly and requested a full refund and asked to return the vehicle; they recommended I contact Uber and that they could not help. Due to these mistakes, I was unable to use my rental vehicle for its one and only intended purpose: to earn money driving Uber. Upon returning the vehicle back to Hertz, I found out that I owed over $90 in charging costs, although I NEVER used a Tesla Supercharging station. They could not explain the costs, but said it must be some new policy or type of charger. To re-iterate, I was told that charging would be free as long as I used a certain type of charger (which I did), and then I was charged anyway.
Business Response
Date: 07/03/2024
BBB Complaint: 21890954
RA: 162132493
This is in response to ***********************.
Thank you for contacting us regarding this matter. Upon review of this rental,I do see you added the optional value-added services of the loss damage waiver as well as premium emergency roadside services as well as an upgrade fee. This was signed and agreed to on the signed rental agreement. This did add an additional cost of $177.94 before taxes and fees. I do apologize for the inconvenience of not being able to utilize the rental vehicle for two days due to outside circumstances. With this in mind, $167.71 was issued back to the card on file for the two days the vehicle was unable to be used, and the Tesla recharging fees that incurred.
Thank you for allowing me to assist in this matter.
Customer Answer
Date: 07/09/2024

Complaint: 21890954

I am rejecting this response because the amount you suggest be returned is insufficient to make up for the time and money lost on my part.
As stated previously, the only reason I 'upgraded' was due to the fact that Hertz was incapable of holding the vehicle I actually reserved. In order to rent a car that day, I HAD to upgrade (and with no advance notice; I was already there).
Second, I was straight lied to as to the policies and procedures regarding toll roads and charging stations, and as a result paid over $110 out of pocket.
So.. not only did I pay $500 for a rental I was expecting to pay $300 for, but I also incurred the above charges.
Despite the fact Uber made an error rendering the vehicle useless for its intended purpose, I spent days on the phone with both Uber and Hertz, neither one of which was willing to help in my time of crisis.
While I understand Hertz does not wish to refund the full $630, I would request a reasonable response, and realize that Hertz cost me much more than $167 (after taxes.. ??)

Sincerely,

***********************
Business Response
Date: 07/15/2024
BBB Case #: 21890954
RR# or RES#: *************************** is in response to ***********************.

Please accept our sincere apology the vehicle class reserved was not available at the time of pick up. This can be caused by late returns, extended rentals, damaged vehicles etc. Reservations made less than 24 hours in advance may not be able to be honored due to last minute changes in our inventory. We regret any inconvenience this may have caused. As a further gesture of our concern, we have issued a refund for the upgrade charge in the amount of $64.40. Please allow 5-7 business days to post to your account.

Thank you for contacting us.
Initial Complaint
Date:06/23/2024
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.
Please see attached email in uploaded documents for complete narrative of events. I rented a vehicle on 6/7/2024-6/10/202 via AAA for Hertz. I was able to drive the car to my place of stay and the car was inoperable for the remainder of my trip, even after AAA dispatched battery replacement that Hertz indicated they would reimburse me for. After contacting AAA for assistance with getting reimbursed, Hertz has failed to respond to either of us after initialing refusing to pay for the expenses they indicated on a recorded call they would return. Below is information for all business partners involved in this exchange Reservation # ********* Hertz Roadside Claim #******** AAA Representative Jerry M*******, 314-******** x ******* Meyer Towing, 979-********; 979-******** Campbell’s Towing, 979-********; 979-******** AAA Travel # *********** Hertz Customer Care Case # ******** Further, while I waited for my car to be towed back to the Hertz rental counter at Hobby airport, at least 5 customers came to return cars not working in the 2 1/2 hours I waited. And at approximately 12:51pm on 6/10/2024, an employee walked through the lobby stating, "We can't keep having all these cars being brought back in with issues," This appears to be a known problem with Hertz and their failure to make good on their verbal agreement to refund my losses will be remunerated to my satisfaction, and I will be seeing legal counsel if BBB is unable to assist. While I'm also not happy with AAA's level of service to resolve this issue, the lack of communication on their part seems to be coming from the lack of communication from Hertz. In the denial I attached, I had to share that information with AAA as Hertz only notified me after AAA initiated the refund request. The amount paid in box below includes the battery replacement.
Business Response
Date: 07/03/2024
BBB Complaint: ********
RA: *********
This is in response to ******* **********.
Thank you for contacting us with this information. Upon review of this matter, I do see it is being handled by an agent on our Executive Customer Care team. They have advised a refund has been issued for this rental and battery replacement in the amount of $351.65. You have also been offered 1,900 points to a loyalty member account or a $75 rental certificate to use towards a future rental if you will provide a current mailing address. Please know we, do not deem any further compensation or adjustments needed.
Thank you for allowing me to assist.
Customer Answer
Date: 07/03/2024

Complaint: ********

I am rejecting this response because:

We are still negotiating my lost travel time, as they state they cannot pay for this loss.
I was offered 1900 reward points if I sign up for their membership program. However, I do not trust Hertz company and would rather have generous vouchers from their subsidiary Dollar. Their offer is a $75 voucher which does not seem generous.
I am also asking that this claim not be closed until all charges are refunded and processing the financial institutions. Thus far 2/3 of the charges are refunded to the primary card. I'm awaiting confirmation that the refund for the battery has gone back to the card charged.

Sincerely,

******* **********
Business Response
Date: 07/05/2024
BBB Complaint: ********
Rental Record: *********

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

Thank you for reaching out and allow us to assist with your concern.

Hertz thoroughly reviews all customer inquiries.

We appreciate your patience as we resolve your concern. After further review all refunds were submitted for processing on June 25th. We kindly ask that you allow 5-7 business days for processing.

I see we offered 1900 reward points if a rewards account was created. At this time we do not have record of a reward account so a $75 rental voucher has been issued to the address on file provided by the BBB.

Best Regards.
Customer Answer
Date: 07/08/2024

Complaint: ********

I am rejecting this response because:
On Friday July 5, 2024, I replied to Hertz and supplied the attached correspondence. I was able to confirm that as of today, I have received the refunds promised by logging into my accounts. I have not yet had time to respond to Jamie at Hertz and she did not respond to this correspondence. It is not effective customer service to assume my response, without offering me an explanation on the question I posed on Friday.

Sincerely,

******* **********
Initial Complaint
Date:06/22/2024
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 for five days. I just got an invoice from them for a toll charge. This is now my THIRD invoice for 3 separate toll charges from them. Each time, the toll has been $9.14 with another $20 added each time for a convenience fee, bringing the invoice to $29.14 for each of the 3 invoices. This is usury. While I should owe a toll charge, I should not have to pay a $20 convenience fee each time for a total of $60. They told me at the counter that I didn't need a transponder (who renting a car would have one if they live in another state?). This charge is unacceptable.Here is the invoice below:Date: 6/1/24, Car Rental at *************************Invoice ********* Amount Due: $29.14 Rental Agreement: ********* Last Name: ******** Rental Start Date: 05/28/2024 Pickup Location: ******* *******-****** INTL AP Rental End Date: 06/01/2024 Return Location: ******* *******-****** INTL AP Due Date: 07/07/2024 There is no other way of paying a toll but to use a license plate (there are no cash booths anymore) so this practice is just a profit center for Hertz.
Business Response
Date: 06/25/2024
BBB Case ********
RR No: *********

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

Per your Signed Rental Agreement (SRA), the information on the toll fees are on page four and five of your contract. Platepass is $9.99 per?day?used plus the cost of tolls. I apologize for any misunderstanding on the toll charges; however, these charges are correct. I have provided an itemized receipt from PlatePass for your toll charges.

Thank you for contacting us.
Initial Complaint
Date:06/22/2024
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 scheduled the first time available to pick up a car because I needed to leave first thing in the morning. I had a long trip ahead. I was contacted by Hertz the evening prior to my reservation stating they did not have a car available for me. The option I was given was to find another Hertz location. The first location I contacted did not allow me to leave my car. I also had a time constraint.Hertz refunded me ****** of the ****** charge. I am disputing the remaining 100.00.I want to add that I tried contacting a different rental car company in my area who was able to accommodate the early pick up and I could leave my car, however they ended up not having a car the morning of my departure. I ended up driving my own, older vehicle, to ** that morning.
Business Response
Date: 06/25/2024
Complaint ID ********
Reservation Number K8093522654

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

I regret the inconvenience this matter has caused you. Our local management makes every attempt to provide our customers with a vehicle they booked for; however, during our peak season this may not be possible. Whilst we do state that a vehicle from the class booked will be available, regrettably, we cannot guarantee vehicle availability. When booking a reservation whether this is booked online, through our app, over the phone or with a third-party vendor the booked reservation is securing the rate quoted at the time the reservation is made, this process is not a legally binding contract. On rare occasions, unforeseen situations arise that are beyond the branch's control. This is usually caused by late returns, extended rentals, damaged vehicles etc.

After a thorough review of our records, I have refunded the cancellation fee of $100.00 billed, please allow 3-7 business days for funds to post.

Thank you for allowing me to address your concerns.

Thank you for contacting us
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,

***************************
Initial Complaint
Date:06/22/2024
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.
We rented a 12 passenger van on April 26, 2024 and paid for it in full. We rented the van for June 18- June 24, 2024. We were on our way to pick up the van and received a phone call from **** with Hertz in Sugar Land telling us that they didnt have a van for us. **** informed us that Hertz is bad about updating their website, and they try to contact customers prior to pickups. **** said ours got overlooked. When asked if they could find us another van, **** stated there were some in the Galleria area (which is about ***** minutes from us). We were willing to drive the distance to get the van. **** called back and said the vans were already rented for later in the week. We asked what other options there were. Hertz couldnt accommodate us in anyway. We called the corporate office and spoke with ****. He was absolutely no help. **** told us that even though you rent and pay in full, you dont always get a vehicle. Were still puzzled by this. **** transferred us to the ***************** without explaining anything to them prior to transferring us. The *************** apologized even though it wasnt any fault of theirs. We know Hertz Rental understands the renting process, and they are aware that when you rent last minute, the cost is generally higher. This delayed our trip, caused us to spend a lot more money for a last minute rental, and we missed our event that we had planned to attend. We asked for a refund, **** said it would take 3-5 business days for the refund to occur. After filling out the online form and communicating via Hertz Business Chat/text with ****** and ****, we were told a refund would occur in 7-10 business days. What can be done besides a full refund to replace the delayed start, driving all over to find another rental, and missing our scheduled event we had planned?Our confirmation number is K8401846076
Business Response
Date: 06/25/2024
BBB Case 21887470
Res No: K8401846076

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

I have received confirmation that you were able to work with our customer service team who resolved the matter directly by correcting the delay in processing your refund.

Thank you for contacting us.
Customer Answer
Date: 06/26/2024

Complaint: 21887470

I am rejecting this response because:
What are they going to do to prevent this from happening again to another customer? What about my time lost and events missed due to poor performance from their company?

Sincerely,

******************
Business Response
Date: 07/02/2024
Complaint ID: ********
Res#: K8401846076

Your feedback was shared with the appropriate Hertz management for their review and internal corrective action to prevent recurrence. As a gesture of our apology, we are mailing you a $100.00 rental certificate to use towards a future rental. Please allow up to 7 business days to receive the certificate in the postal mail.
Customer Answer
Date: 07/05/2024

Complaint: 21887470

I am rejecting this response because: nothing has changed since my first response. What is Hertz doing to prevent this from happening to another consumer? The BBB should at a minimum figure this out! What about my time and events that were missed due to poor performance from Hertz.

Sincerely,

******************
Initial Complaint
Date:06/21/2024
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.
On May 10th 2024, I rented a car from your *********, ** location and returned it to the *********, OR location on May 20th at 12:00 PM PST (RR# *********). Upon returning the vehicle, your associate noted that the fuel level was at 49% instead of the initial 56% when I rented the car. I offered to refuel the car to the required level before the 4:00 PM return deadline on the same day, but I was assured that this discrepancy would be manually adjusted. Consequently, I received a receipt for $571.50 which did not include any fuel charges or any additional charges.However, next day I was suprised to see a charge of $787.54 on my credit card. On going through the invoice I was surprised to find a $200 cleaning fee charged to my account the following day, in addition to the fuel charges. I want to emphasize that I returned the car in a clean condition, and I even vacuumed the interior. If there were any concerns about cleanliness, I would have appreciated being informed upon return so that I could address them before the deadline.I reached out to the Hertz support team and was given a vague reply that vehicle was not returned at the same fuel level and the vehicle was left dirty without any evidence of the vehicle being dirty. I was also provided a vehicle of a different class than what I had booked which I happily accepted since the location did not have our vehicle class, but it seems that this business is employing practices to charge extra where needed. I am eager to resolve this issue with the business. We dont think we should be charged the additional $216.04.
Business Response
Date: 06/25/2024
Complaint ID: ********
RR#: 143191182

Thank you for contacting us. We have reviewed the charges related to the fuel and cleaning fee with our Hillsboro, OR management team. They have provided the attached pictures which show the vehicle was returned with animal hair and sand in the interior as well as a sticky substance on the seats. The location manager also advised he called you to inform he would be applying the additional charges. The fuel charge was applied due the vehicle being rented to you at 5/8 tank but you returned at 4/8 tank. As the charges were properly applied, we respectfully decline your request for a refund.
Customer Answer
Date: 06/25/2024

Complaint: 21885739

I am writing to reject the response due to the following discrepancies:

Vehicle Condition: The pictures provided do not accurately depict the state of the rental car I returned. The seats and car interior in the photos provided are brown, whereas the seats in our rental car were a different color entirely.Additionally, there is mention of pet hair, which is not possible as we do not own any pets, and the car was thoroughly vacuumed before return. It is evident that the pictures are from a different vehicle altogether. Furthermore, I did not receive any calls or voicemails on May 21st or thereafter from your location, contrary to what was stated.

Fuel Level Discrepancy: The vehicle was rented to me with a fuel level of 56%,not equivalent to 5/8 as claimed. Upon return, it was at 49%. Your associate assured me during the return process that this level was acceptable and that the fuel level would be manually adjusted. I have already attached a receipt indicating the initial fuel level at 56% provided by your associate. Even then I reiterated to your associate that I could add additional fuel if required, as I still had more than 4 hours left on my rental period.

Given these points, I am requesting a refund of the originally requested amount. The business seems to be employing shady business practices to charge extra to their customers and pictures provided clearly prove the same

Sincerely,

*******************************
Business Response
Date: 07/01/2024
BBB Complaint: 21885739
RR# 143191182
This is in response to ***********************'s complaint. The fuel charge has been removed from your rental charges. Please allow 3 to 5 business days for the refund to post to your billed credit card. I'm sorry the cleaning fee is valid and will not be refunded. The pictures show gray not brown. The location notes show the car was dirty and needed detailing no further compensation is due.
Thank you for contacting us.
Customer Answer
Date: 07/04/2024

Complaint: 21885739

I am rejecting this response because:
Thank you for addressing the refund of the fuel charges. However, I must reject the response regarding the cleaning fee charges. Upon careful examination of the pictures, particularly "Pic ***********.jpg," it is clear that the animal hair is on/near a gray car seat cover and gray seat, which do not match the brown seats shown in the other pictures. It is evident that these images do not depict the same car.

?We do not own a pet, as mentioned in my previous communication. Furthermore, we were never informed of any cleanliness issues or potential charges during drop-off or afterward. Therefore, I request a receipt/invoice for the purported outside cleaning charges that was done by the external party.

?I appreciate your prompt attention to this matter and look forward to resolving it swiftly.

Sincerely,

*******************************
Initial Complaint
Date:06/21/2024
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.
I am stuck outside the downtown location because hertz employees did not inform me that I needed a major credit card in order to pick up the car after mine got hit by a driver who ran a red light. It was 445 pm and they wouldnt let me talk to a supervisor I asked them to give me a second before giving away the car they refused I had a Venmo card and my children are stuck at daycare and the employees didnt care. If I want to speak with a supervisor I am unclear as to why I dont have the right to do so and why they couldnt give me 5 minutes to figure it out they gave away the car I was supposed to rent in a matter of 2 minutes. There was no customer service there it was just brick walls. The girl working had the audacity to tell me to just go to a bank and open an account and then I can rent. At 5 pm on a Friday. Theyre AWFUL. If I had known I couldve fixed it and the girl working was the one who failed to tell me this and made no mention of it and took no accountability.
Business Response
Date: 06/24/2024
Complaint ID: ********
Res#: Unknown

I apologize for your experience. So that we may appropriately address this matter with the rental location, please provide the following information. 1. Reservation/confirmation number. 2. Rental location (city/state). 3. Date of occurrence.
Initial Complaint
Date:06/21/2024
Type:Sales and Advertising 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 was unsafe due to a horn on the car that did not function. When a vehicle moved on to our lane I could not warn off the vehicle that had moved onto our lane. I had to move into the left lane quickly and avoid a car in that lane. When I tried to reach hertz, all I got was a lot of smoke and mirrors. We had to return the car at a different location and was given a car that was less than what was promised. I think this complaint requires a phone to fully describe my complaint. I am looking for a refund
Business Response
Date: 07/01/2024
Complaint ID: ********
RR#: 165510170

Thank you for contacting us. We sincerely apologize for your experience. A review of our records indicates the rental location provided an adjustment of $356.78 upon your return. Based on this information, we have no further adjustment is warranted. Again, we apologize you received a vehicle with a non-working horn.
Initial Complaint
Date:06/21/2024
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.
I rented a car at 6:15 and returned it on 617 from Hertz. It cost me $300.14when I dropped off the car was a little after midnight when I realize that I had left my things I was reading in **** on my way back to my home when I called Hertz their location was closed, so I showed up first thing the next morning when I got there, I got the runaround. No one knew where my belongings were. I had a bag of laundry, laundry bag nicely folded my belongings with two pairs of shoes right next to them in the trunk of the car, freshly clean shoes, freshly clean laundry , no one knew my things were my dad has diabetes. Hes the one that took me to get my belongings. His blood sugar dropped while we were waiting for them to locate my belongings at the same time. I kept getting the runaround that I needed to make a ************ claim. When my dad dropped, I had to take him to go get something to eat and when I returned the lady at the front desk says oh him, we found your things, but we did not find any sneakers. She took me to the back and she pointed to a trash bag and said those are your things. I said no my things were in a laundry bag Open the bag folded mango together completely wet and dirty. I was so embarrassed. I just took my things and ran out again they will not let me speak to our manager and has responded to my emails and the email says they will get back to me in two or three days or sooner Today is June 21. I have yet to hear back spent a lot of money on rental for two days and I have hundreds of dollars worth of my belongings that are damaged. Most of my underwear and socks are my dresses and pants for work. Are completely damaged and their employees stole my sneakers. They were pink and a black pair. hundred dollars worth of clothes that they threw away in the garbage and I know it was in the garbage because there was trash in my laundry timestamp from somebody named ***** that bought something from ********* and I had the time of 6:05 AM June 17.
Business Response
Date: 06/25/2024
BBB Case 21884199

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

Though we make every attempt to provide the best customer service and work to return items to our customers, we are not responsible for personal property left in our vehicles or at our locations. While I regret this is not the desired outcome, I hope you will understand our position in this matter as we consider it to be fully addressed.

Thank you for contacting us.

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