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:06/21/2024
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.
May 25, 2024 Junk fee of $52.98 appeared on **** after car rental returned Hertz ************* Case # ******** Hello,I'm a frequent Hertz renter and satisfied GOLD PLUS member and noticed a new fee added after the fact to my last rental. It's a "Vehicle License Fee" of $52.98, which I have never encountered before in many rental bookings, was not told of up front, nor was it clearly shown in the "total" listed when I booked online. (Additions of ************* an extra day, a late return, or an upgrade are familiar charges to me). This fee was unexpected and unusual, and added almost 10% to the cost of the rental.I have long used Hertz because it's the best, and the staff where I frequently rent is especially helpful. I am requesting that Hertz credit back this fee as it was not clearly disclosed up front, and my understanding was that the total shown when I book online through Hertz is indeed the total, as it has long been. Thank you for your understanding and assistance.******************
Business Response
Date: 06/26/2024
BBB Case 21884314
Rental Record 142443921

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

The Vehicle License Fee (VLF/VLCR) is a valid fee. However, the amount charged was incorrect. I have issued a refund in the amount of $52.98. It should post on the billed credit card within the next 7 business days.

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,

M *******
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.
On May 25th, 2025 I arrived at the Hertz rental car counter to pick up my rental I had booked and paid for via Expedia.com. (The pre-paid fee I paid during booking included the rental car fee, taxes and fees.) At the counter I was charged and additional $50.00 Customer Facility Fee. I disputed this fee as this was a hidden fee that was not advertised during the time of booking. The rental associate told me to address this issue with the manager upon returning the car. I returned the car on the 4th of June 2025 and was told this fee was an Airport mandated fee and they would not refund it. Upon my return home I contacted the Hertz customer service center online and disputed the additional, hidden fee. I explained that all additional fees need to be noted during the time of booking but the service desk just handed my dispute back to the local manager in *******, ** whom continued to explain the situation but did not address the issue of the hidden fee/false advertising. Not including additional fees is an unfair, deceptive business practice to misrepresent the total cost of their service.
Business Response
Date: 06/23/2024
BBB Case 21884267
Rental Record# L89981032
This is in response to *****************************
We cannot refund the charges in question as they are mandatory. We do not have any control on what charges are displayed on a third party booking site, however, the charges were noted on the receipt the customer received from the ********************************************* location.
Thank you for contacting us.
Customer Answer
Date: 06/24/2024

Complaint: 21884267

I am rejecting this response because: Hertzs response did not acknowledge the fact that the fee that was charged was a hidden fee that was not advertised during the time of booking and pre-payment. The additional fee was charged at the location when the vehicle was returned. This practice is unethical as it misleads customers into thinking the ********************** fee is cheaper than it is. Mandatory fees need to be advertised whether the purchase is done on a third party website or not.

Sincerely,

*****************************
Business Response
Date: 06/27/2024
BBB Case 21884267
Rental Record L89981032

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

I apologize for any confusion. The Customer Facility Fee is mandatory and non-refundable. The fee will stand.

Thank you for contacting us.
Customer Answer
Date: 06/28/2024

Complaint: 21884267

I am rejecting this response because: When I pre-paid my rental fee the bill said the fee Im paying includes taxes and fees. You added this additional fee after I paid for all fees and taxes. The fee was already included in the amount I paid.

Sincerely,
*****************************
Initial Complaint
Date:06/21/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Booked vehicle in March and then in June on Hertz app and was quoted in Canadian dollars and received confirmation and at time of paying was charged in US dollars.
Business Response
Date: 06/25/2024
BBB Case 21880239
Rental Record 145971416

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

We are not showing any rate discrepancies from our end other that the June rental had an upsell fee on it, meaning you excepted an upgrade. Please provide your original email confirmations and final billing receipts for review.

Thank you for contacting us.

Customer Answer
Date: 06/28/2024

Complaint: 21884079

I am rejecting this response because:
When I made my booking on Hertz ********* app, I was quoted a per diem in Canadian dollars and when I picked up car, the amount was in US dollars. If I use any app, the booking is always adhered to but not in this case.
If they chose to do nothing, I will have no option but to start a blog about this and warn others.

Sincerely,

*******************************
Business Response
Date: 07/08/2024
Complaint ID: ********
RR#: K87434440B7

A review of our records indicates the reservation was quoted as USD currency. Please provide your emailed reservation document that shows it was quoted as CAD currency and we will further review.
Customer Answer
Date: 07/09/2024

Complaint: 21884079

I am rejecting this response because: I'm tired of the back and forth and my time is more valuable than to argue any further. I will delete my Gold membership which still does not show my rentals and attribute the points. I will use another company which will honor bookings properly. I will also add a blog to warn customers of ********************** supposed customer service which will highlight trying to speak to a person directly to resolve an issue.

Sincerely,

*******************************
Business Response
Date: 07/15/2024
BBB Case 21884079
Res No: K87434440B7

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

As previously advised, please provide your emailed reservation document that shows a quote in CAD currency rather than USD so we can further review.

Thank you for contacting us.
Customer Answer
Date: 07/22/2024

Complaint: 21884079

I am rejecting this response because: I do not have booking document since it was done on my phone. Using Hertz app for booking reserves it in Canadian dollars

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.
I have been a Hertz Gold Member for over 30 years and have never had a significant complaint. I rented a car at the ******************* on March 16, 2024 on a one day rental for a rate of $120. I returned the car at the airport on March 17 to catch my plane home (I had 2 passengers with me who will sign affidavits swearing to the truth of this statement). Beginning March 19, Hertz began calling me alleging the car was not returned. From March 19 through April 18, I worked with Hertz to correct its error, including more than 10 calls and more than 3 hours on the phone! Hertz is trying to bill me for 19 days of rental plus a late return fee for a total of over $1,200. I have tried to resolve the issue with Hertz customer service, and they did email me offering a refund that still represented double the fee of the rental. When I pointed that out they did not correct it. I also disputed the bill through my credit card and I was informed that the matter was resolved, but today, June 21, I just received an invoice from Hertz for $1,098.86 for a $120 rental of a car they misplaced! [When they finally found the car is was obvious from the mileage that the car had not been driven in that time period]
Business Response
Date: 06/26/2024
BBB Case 21883837
Rental Record 102909446

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

Our records indicate on 4-23-24 a refund from Hertz, was issued in the amount of $970.46. The next day, Hertz received a chargeback from your credit card company in the amount of $1098.86. Since we had already refunded $970.46, we would need the $1098 back from you. I apologize for any confusion.

Thank you for contacting us.
Initial Complaint
Date:06/21/2024
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.
Ref. No: ******** Rental Agreement #: ********* Reservation ID: *********** I rented a car for a few days while I was in *********** from teh LAX Hertz. Initially I thought the process would be great. I noticed that there were no floor mats in the car and there were some stains on the floor, but didn't make a big deal about it. Then, as I was driving, I noticed dried ketchup and other stains on the passenger side. When I reached my desination, I noticed not one, but TWO acorns in the back seat and under the driver seat. I also noticed other dirt, what looked like dried liquid of a soda or soemthing like that. Basically the car hadn't been cleaned. What was worse was that when I leaned into the backseat to get my luggage, the dirt from the seat got onto my dress. I emailed Hertz to inform them and also hoped to be offered compensation. I was told that they apologize and took my comments on board. I don't think that is acceptable especially since this is something that I paid for. Even if they had offered something off for my next rental, taht would have been better than just saying we read your complaint and that is the end of the story. It's bac enough I can't get in touch with a live person to let them know. Also, when I went back to the airport to see about speaking with someone at the counter, the line was extremely long. I didn't want to risk missing my flight. This customer service is not up to par for the reutation Hertz has.I also have video of the car and the dirt if needed.
Business Response
Date: 06/24/2024
BBB: 21883772
RA: 161044155
This is in response to ***************************
Thank you for contacting us regarding this matter. I would like to apologize on behalf of Hertz for your less-than-satisfactory rental experience with us. I am sorry to hear about the state of the car you received. All Hertz vehicles are to be properly cleaned and serviced before being released for rental. We always want to provide quality vehicles to our customers. Thank you for letting us know of your experience.
As a gesture of apology, I have refunded $75 back to the card on file. Please allow 3-5 business days for this to reflect.
Thank you for allowing me to assist in this matter.
Customer Answer
Date: 06/25/2024

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:06/21/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been renting a car from hertz so I can work as an Uber driver for the last ten months at the rate of $304 per week. My debit card is supposed to be billed every seven days (weekly) $304. no less and no more according to the rental contract for the next six months. This is ongoing rental that has to be renewed every six months.On 5/24/24 I renewed my six month contract at the rate of $304. per week including tax and all fees to be billed to my debit card every seven days on Friday. So far I have been double billed $304. plus $304.and even billed an additional $384. on 6/14/24. I have contacted the managers *** and ****** but the general manager ****** refuses to even speak to me about the overcharge. Also I believe an employee by the name Case may have hacked into my phone on 5/24/24 and is double billing two different debit cards after I instructed him not to bill my previous credit card ending in ************************************************* 7860.After I attempted to contact the hertz branch manager *** and ****** 5/19/24. About the first double billing on 6/10/24 they retaliated by triple billing me for 6/14/24 on two separate debit cards. One of these debit cards ending 0551 was not even authorized for use.This is not the first time these people have done this to me. On or about November 30 of 2023. They over billed me by $950. and I have never been able to recover that money. When I asked ****** to look into it, she told me it was too late and refused to even explain to me or give me an itemized statement for the additional $950. I tried contacting the billing department by phone and they told me that: they had no idea what the. Barges were for and that the hertz-Uber warm springs location were the only ones that can access all the billing information.I believe hertzs staff at this location is deliberately running a scam by double billing and hacking into customer s phones and accounts. Managers *** and ****** are *******************************
Business Response
Date: 07/05/2024
Complaint ID: ********
RR#: 151106410

Thank you for contacting us. When you extend your rental, we collect the funds held for the previous week and authorize for the next week. This may look like two charges in your account, but only the new authorization will affect your balance. A review of our records indicates the credit card number ending in 0551 hasn't been used in our system since your rental record 810836762 that ended on 05/16/24.
Please provide the rental record number for the overcharge of $950.00 or the exact amount of the charge so that we may locate it for review.
Customer Answer
Date: 07/16/2024

Complaint: ********

I am rejecting this response because:
Hello *************************** responding to your message received on 7/8/2024 regarding my complaint against Hertz/Uber warm springs location in **********

On 5/28/023 I started renting from hertz to work as an Uber driver, contract number *********. This was supposed to be a six month contract at the rate of $344.50 per week. The car I was rented was a 2023 charcoal grey ********** electric vehicle and the contract and billed on a weekly basis every Thursday.

I realized after leaving the location the car had a small crack in the windshield so I returned the same day back to the location and spoke to ******************** and supervisor ******. They told me the there was nothing they could do because they were already closed for the day.

The contract was supposed to be auto extended every week on Thursday so I wouldnt have come into the location every week per the contract agreement with Uber. Well that didnt happen and was the first breach of contract because I was forced to come into the location every week on Thursdays. I had to take the time off from work to do this and even though I kept telling representatives ******************** and ***. They kept telling me the vehicle had hold on it and thats why it was not auto extending. But continued to rent it to me anyway and charging me.

Soon after I found out that the registration on this vehicle was expired after I took it in for a EV inspection. Even though I took the car in for inspection at their partner vendors location listed on the inspection voucher. It still wouldnt auto extend.

So they rented me a car with a cracked windshield, expired tags that wouldnt pass inspection because none the shops I took the car to could find the *** number in their systems. This cost me thousands of dollars for having to miss work. On or about November 23, 2023 staff member *** couldnt extend my contract and couldnt figure out why the system was asking for $1500. just to extend for a week instead of the contracted weekly rate of $344.50.

After 3 attempts of taking the vehicle in for an inspection and the car not passing inspection and forcing me to come into the location from 5/28/2023 through 11/30/2023 (six months) they finally decided to swap out the car for a different 2023 silver ********** EV. I was told by *** that ****** was going to take the hit from hertz for swapping me out of that vehicle because hertz hates that. They couldve swap me out of the first defective vehicle many times before but instead I to deal with it for six months and also being treated like dirt by their staff.

On 11/30/2024 they closed out the contract and charged me over $950.00 just close out the contract. The final cost of the contract was $6989.09 for 17 weeks. I was actually overcharged by $1149.59 for a contract that was supposed to be $5839.50 for 17 weeks at $344.50 per week.

In addition I lost over $3400.00 in losss of earnings for hertz violating the contracted agreement to auto extend and forcing me to come in every week for six months to extend the contract on a defective vehicle. Unfortunately hertz is the only rental company I qualify for to rent a car from to work as an Uber driver. Hertz knows this and takes full advantage by treating their customers like dirt.

After starting the new contract when they swapped out the defective vehicle finally. I went a full six months with proper billing from 11/30/23 through 5/24/2024 with no problems.

On 5/23/2024 at 2:30 pm when it was time to re-write the contract I had to come into the location to do this. I was told by staff Case that I had to take the vehicle in for an inspection (without any prior notice)before he could re-write the new contract. I said ok and took the vehicle in for inspection to their partner vendors listed on the inspection voucher. After going to two places I was told they didnt do inspections for hertz. Finally after driving around for two hours I found a location that did, I had to wait over two hours for them to do the inspection and I watched them do it. By the time they were done, it was already after 6:00 pm and the hertz office was already closed.

On 5/24/024 at 8:45 am I came back to the location the next morning to re-write the contract after finally getting the inspection done. I was told by ***** have bad news for you, the shop didnt upload the inspection correctly so Im gonna have to put you in another vehicle. I said ok but sat in the waiting area for over four hours without being allowed to use the bathroom waiting for the other vehicle. *** also told me I wouldnt be charged extra because I came back before 10:00 am and that she would give me credits for the 4.5 hours spent waiting and the four hours I spent the day before getting the inspection done. I said ok and went on my to work but I was so exhausted mentally and physically that I had to miss work that day and the day before running around to get the inspection done.

While I was waiting at the location for the new car I was snapped at by staff member Case for asking to use the bathroom. A couple of weeks later I found out that I was charged an extra $80.00 plus 304. for 5/24/2024 and was double billed $304 plus another $304 that was actually paid by my bank to hertz for a total of $992.00 dollars on 6/17/2024.

So my final total loses are as follows:
1.) $1149.59 overcharged on 11/30/2023 for contract #*********.
2.) $992.00 overcharged on 6/17/2024 for contract # 151106410.
3.) $3400.00 in loss of earnings for breach of contract to auto extend for contract #*********.

Total combined loses are $5542.59

Im attaching photo of my the first contract #*********where I was overcharged $6989.09 for 17 weeks. Seventeen weeks at the rate of $304.50 ads up to only $5839.50 which shows I was overcharged by $1149.59.

Hertz is running a monopoly in ********* and takes full advantage of their customers and treating them like dirts and overcharging them. On 5/24/2024 their rating was 2.2 stars, since then their rating has gone down and is now 2.0 stars with nothing but bad reviews.

I hope this clarifies my situation and thank you for your help.

*******************************

Sent from my iPhone

On Jul 8, 2024, at 12:52?PM, Better Business Bureau <*************************************************> wrote:

?

Better Business Bureau
BBB PROVIDES A SERVICE THAT MARKETS
TRUST IN YOUR BUSINESS & BRAND
Company: Hertz
Consumer: Bottzeck, Anthony

This e-mail is to notify you that you currently have a new message with BBB in regards to complaint #********.

Please click on the link below to access BBB's *************************** System to read this message.

Go to: ***************************************************
Enter Code: 6724449408BFC

This is a no-reply e-mail. Replies to this message are not monitored or answered.
Please be sure to monitor your spam/junk/promotional folders for any future communications from BBB.

BBB PROVIDES A SERVICE THAT MARKETS TRUST IN YOUR BUSINESS & BRAND

Don't wish to be contacted by BBB? Click here to unsubscribe. This message and all attachments sent by BBB is a private communication, and it may contain confidential and/or privileged information. Any disclosure, copying distribution or use of the information contained in or attached to this message is strictly prohibited. If you have received this message by mistake, please notify the sender by reply email and then delete the message from your system without printing, copying or forwarding it. Thank you.

Sincerely,

*******************************
Business Response
Date: 07/24/2024
Complaint ID ********
Rental Agreement Number 151106410

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

I regret the misunderstanding regarding the charges billed to you. I apologize for the inconveniences and delays you encountered. The Terms and Conditions of the signed rental agreement state our policy regarding mechanical issues and inspections.

Uber rentals are not typically allowed to be exchanged, and it is also stated that the renter is responsible for inspecting the vehicle throughout the rental term. Unfortunately, we have no control over the repair shop's availability. If a customer encounters difficulty, or is unhappy with the vehicle for any reason, while on rental, we ask that they contact the Hertz ************************** for assistance.? This service is provided with as little inconvenience as possible for our customers.

As previously stated, our records do not indicate you were overbilled on this rental. I attached our billing records for your reference.

Thank you for contacting us.
Customer Answer
Date: 07/24/2024

Complaint: 21880767

I am rejecting this response because:
The itemized statement of charges submitted by Hertz is completely fraudulent and fabricated because on June 17, 2024 my bank paid $384.00 which is not shown on the statement provided by hertz. In addition, hertz didnt even bother to investigate or address the over charge of $1149.59 for contract #********* from 5/28/2023 to 11/30/2023. On this contract I rented for 17 weeks at the rate of $343.50 which adds up to $5839.50 but I was charged $6989.09 because representative *** forced me out of contract. This is a scam Hertz is running to overcharge the customers by deliberately forcing them out of contract. In addition the first vehicle I rented under this contract from 5/28/23 through 11/30/23 wouldnt pass inspection no matter how many shops I took it to and had a cracked windshield and expired tags. I will be taking legal action and reporting them to DMV for fraud and running a monopoly. Their response proves they have no intention of rectifying this matter amicably. THIS IS FRAUD PLAIN AND SIMPLE AND A MONOPOLY!!
Sincerely,

*******************************
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.
On Friday June 14,2024 my family rented a vehicle in the name of *******************************. We put it on his credit card so that he could receive points for the charge on his credit card. We were coming into ********* for the weekend. We stayed at the *********** in ************. We were suppose to stay Friday and Saturday. We arrived at *********** then took the shuttle to the hertz rental area. My son received an email giving us the location of the vehicle and telling him that the rental was available. When we got to the rental garage the rental was not available and we asked an employee to help us find the vehicle. He could not find the vehicle and began helping others. My son went to the customer service counter as did over fifty other people. We thought we had the issue resolved so he got out of line only for us to find that the vehicle they allowed us to get into in the garage and drive to the customer service booth was not ours. We then had to back out of the booth area have others back up so that we could back out and return the car to the spot where we were told our vehicle was. Only then to find there was still no vehicle for us to drive. We continued to ask where our car was and how we could rectify this issue. The employee that was assisting us asked another employee for assistance and he began to tell us that it was possible that the vehicle had mechanical issues. How could that be if we received an email saying where it was located and that it was ready. Again we continued to wait. Eventually they did give us a vehicle. We then did not check into our hotel until Saturday morning. I am seeking the charges for the loss of one night hotel stay. I was told it was too much. I have a receipt for the loss and have been unsuccessful in reaching anyone at hertz that could make a decision about this. I have made 5 or more calls and emailed as well to no avail. Pls cr the card hertz has on file.
Business Response
Date: 06/24/2024
BBB: 21883399
RA: 162470906
This is in response to *************************** for a rental booked under *******************************.
Thank you for contacting us regarding this matter. I would like to apologize for the wait time you mentioned. As this is peak travel season, we are experiencing higher volumes of customers. Please know we are working to address this issue.
Upon further research, we have found that this is a prepaid rental. Per our terms and conditions for prepaid reservations, we do not refund unused days. With this in mind, we politely decline the request for monetary adjustment for outside expenses.
I appreciate the opportunity to assist with these concerns.
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.
At ******, I was told theyd top off the gas tank at their current gas price of $3.85/gallon. So I filled it before returning it at $3.59/gallon to save a couple of dollars and drove maybe 20 miles to the return location. The guy who accepted it said he could see it was on Full. The car has a 15.5 gallon gas tank. They charged me for 15.5 gallons of gas. I spoke at length with national Hertz customer service. He said it was misrepresented to methat Id be paying for enough gas to fill the tank in case Id brought it back bone dry by accepting her top off recommendation. He said hed email the location to see if theyd change the charge. That was several weeks ago. I have heard nothing further. At my bank today, the customer service woman said she used to work at Hertz, and this is common.
Business Response
Date: 07/01/2024
Complaint ID: ********
RR#: 143277050

Thank you for contacting us. Please accept our apology for any misunderstanding regarding the prepaid fuel option. When selecting this option, there is no refund for any unused fuel. In the interest of customer service, we have issued a refund of $63.25 to your credit card. Please allow up to 7 business days for the refund to post to your account.
Initial Complaint
Date:06/21/2024
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.
In advance of my trip to **********, **, starting 6/5/24, I reserved a Yukon on the Hertz website, which falls under the Hertz category of a "Large SUV," advertised as a SEVEN passenger vehicle. When we picked up our rental at the ******************************** (CHS), we discovered that we received a SIX passenger vehicle, even though we needed AND reserved SEVEN passenger vehicle.I was quoted the price for a 7 passenger vehicle and PAID the quoted price on 6/5/24, but only received a 6 passenger vehicle. This is false advertising and a case of bait and switch. In the parking/rental lot, there were no Hertz employees around to help and the Hertz Counter was more than a third of a mile from the actual rental cars. We could not bring all of our luggage and kids back to the counter for help resolving this issue. We hardly fit into the 6-seat **** Explorer. A person in our party, who sat in a 3rd row seat, risked luggage toppling over on them. I will not be renting from Hertz again. At this time, Hertz has not issued me a credit even though I have spoken with multiple Hertz representatives about getting a lesser vehicle than what was advertised and reserved -but paid the SAME price as the quoted 7 passenger vehicle. A Hertz representative made a statement on 6/13/24 that I had not yet been charged for the rental. This statement was FALSE. I was charged on 6/5/24. When I have contacted Hertz for a refund, they have made up excuses as to why they could not issue me a refund just yet - like the excuse that they hadn't even charged my credit card which was a flat out lie. When I provided evidence that they had charged my credit card a week prior, they did not respond. They did not provide a refund. I would like a partial refund, because I reserved and PAID for a 7 passenger vehicle but only received a 6 passenger vehicle & for my trouble. Please help me with this. I feel Hertz falsely advertised to me & provided me with terrible customer service.Thank you.*********************
Business Response
Date: 06/26/2024
BBB Case 21882742
RR No: L65735821

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

Upon my review with the local team, they have issued a refund of $257.00 to the card on file. Please allow up to 7 business days for the funds to post to your account. I have attached your updated receipt.

Thank you for contacting us.
Customer Answer
Date: 07/03/2024

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:06/21/2024
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.
Rental Reservation: ********* We rented a car from Hertz ********************** as a one way rental to the Hertz at the *****************. We picked up the car approximately 12:30pm on Monday June 10th and returned it to the airport on Tuesday the 11th at 3:00pm. On Thursday June 20th, I received what appears to be an automated email from Hertz, the subject line says NN311239 Vehicle Incident Report with no content in the email, and an attached PDF. *** Incident Report is dated June 14th, 2024; which is 3 days after the car was returned. ***re is very little information in the report, but says Description: Damage to bumperIn the attached images it shows a vehicle mileage of ***** miles, but I have a photo of returning the vehicle at ***** miles. *** damage to the bumper that is shown in the incident photos was pre-existing when we took the vehicle. In the same document, there are 15 photos under the heading Pre-Rental Inspection Photos In the bottom row of photos, images 13 and 14 if counting from the top left, the damage to the bumper is easily seen and clearly was pre-existing. After receiving the email I tried to contact Hertz by phone to clear this up. I was left on hold for ************************************************************************* to the claims department. Once transferred, I got an agent, explained what was going on and that I needed to get this resolved, and was told that there was not an agent assigned to my case yet. I asked for a supervisor, and was placed on hold for 10 minutes before the call disconnected. I tried calling the claims department back, and was again answered by an unhelpful agent, who when I again asked for a supervisor told me that a claims agent has been assigned and that I cannot talk to a supervisor until I talk to the claims agent. I was transferred to a ***********************************, and left her a voicemail and have still not, after 24 hours, received a call back.
Business Response
Date: 07/10/2024
Complaint ID: ********
********************** RR#:159893204
This correspondence is being sent in response to a query made by **********************. Thank you for allowing us the opportunity to review your concerns.
We apologize for any concern caused by the damage claim opened on your recent rental with Hertz in *********. Upon receipt of your concerns, we immediately reached out to our *************************** team for their full review and assistance. They have advised that after reviewing your rental and claim, based on your feedback, the claim has been closed at this time and you will not be held liable for the damage claim. Rest assured, this information has been shared with our Area Manager in ********* for their full review to ensure proper customer service procedures are being followed and to take corrective action where deemed necessary.
Customer Answer
Date: 07/10/2024

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,

**********************

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