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

7,227 total complaints in the last 3 years.
2,321 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:06/19/2024
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 5/24/2024 I rented a vehicle from Hertz with a Rental agreement number of ********* and reservation ID of ***********. According to my reservation, I was to be charged $82.67 at the time of pickup. The total at the desk came to $272.65. When I asked about this increase, I was told by the agent that it was the deposit. There was a line with other people waiting so I hesitantly signed the document. This was not the deposit but additional coverage that he had added and lied about. I emailed and called Hertz when I did not receive the difference back and was told that they will not return any funds as I had signed. I signed because I was informed it was the deposit. Not only was ********* extremely rude on the phone, they refused to transfer me to another person. I only wanted what my reservation had and that was it.
Business Response
Date: 06/21/2024
Hello ***************************,
I have included the singed rental agreement that does show the Loss Damage waiver and the Liability Insurance Supplement. As we were not present for the conversation between you and our representative, we must rely on the documentation available. With respect, the signed rental contract is a legally binding document. 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 Signed Rental Agreement the charges are valid, and no adjustment is warranted.I do understand this is not the outcome for which you had hoped, however, based on our thorough review of the matter no adjustment is warranted.
Customer Answer
Date: 06/24/2024

Complaint: 21874436

I am rejecting this response because: I only wanted what was in the reservation. Hence why I made the reservation. I was told I was signing for the deposit and what I had included in the reservation. Lying to get extra charges is not acceptable.

Sincerely,

***************************
Business Response
Date: 06/26/2024
Complaint ID: ********
RR#: 151339812

Although we are unable to substantiate a verbal conversation, in the interest of customer service I have issued a refund for the Loss Damage Waiver (LDW) and ******************* Supplement (LIS) in the amount of $243.08 to your credit card. Please allow up to 7 business days for the refund to post to your account.
Customer Answer
Date: 06/28/2024

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:06/19/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 8, 2024, I had booked a rental car to be picked up at 12 PM. However, about an hour before the pick-up time, I received a call from a staff member at the rental store informing me that they had no cars available and had to cancel my reservation. As a Hertz President ****** member, I expect guaranteed availability, so this situation was both disappointing and unacceptable. To make matters worse, I had to pay nearly $100 more to rent a car from another agency at the last minute.The situation escalated further when, on June 14, 2024, I received an email with a rental car receipt (Rental Agreement #*********) from Hertz. The receipt indicated that I had rented a car from June 8 to June 12 and charged me $284.43. This means that not only did they cancel my reservation, but they also charged me for a non-existent 5-day rental, which feels fraudulent.I attempted to contact Hertz customer service through their website to request a refund, but after several days, I received no response. I demand that Hertz refund the charges for the non-existent rental and issue an apology. Additionally, they should compensate me for the extra cost I incurred to rent another car due to their cancellation.
Business Response
Date: 06/21/2024
Complaint ID ********
Rental Agreement Number 158919250

This is in response to Yanuo Ma

I truly regret this inconvenience this matter has caused you. It seems a clerical error occurred and caused this contract to be opened. After reviewing our records, a full refund was issued today, 6/21/24. Please allow 3-7 business days for funds to post.

Thank you for contacting us.
Customer Answer
Date: 06/24/2024

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:06/19/2024
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.
Reservation #K856400417 We flew into MKE on 6/13/24. We paid in full prior to pickup. We never received any emails from Hertz other a purchase receipt. Upon arriving, the agent asked to see the credit card used at purchase. I did not have that solely due to two weeks after reserving the vehicle, my credit card had to be closed down due to fraud on my account. I did have the new credit card that was attached to the same account. The agent said that would not be sufficient and she could not switch cards on file; I would have to call the general customer service number. Both my husband and I hopped on the phone number she provided. The automatic phone agent said it would be a 10 minute wait. We both sat on our phones on hold for over 60 minutes and no agent ever picked up. We had a 3 month old baby with us that was desperately needing to get to bed at this point. The agent said her hands were tied and could not give us the rental that we had reserved and fully paid for. She said if we canceled it, we would be fully responsible to pay the full price of the vehicle, despite the fact that it was Hertz that was at fault. Due to the needs of my infant, we ended up making a SECOND reservation at the desk in order to get a vehicle. It ended up being $150.00 MORE than my initial reservation. The agent assured us that upon returning to MKE, we could have Hertz fill up our gas for a price per gallon reflective of the current price at gas stations next to MKE (around $3.50 per gallon). My husband and I left with this second vehicle. Spent another 45 minutes on phone never having an agent pick up. Upon return to the airport at the end of our trip, we were told that it would be $10.00 per gallon for Hertz to fill up our truck -- clearly a VERY different scenario than the agent assured us. But due to time we had to pay and leave the vehicle. This is an absolutely atrocious situation. Would appreciate assistance immediately. Thank you.
Business Response
Date: 06/25/2024
Complaint ID ********
Reservation Number K8564000417

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

Per our Terms and Conditions, the credit card listed on the reservation must be provided to the agent at the time of pickup to secure the rental. As a service-oriented company, we rely on customer feedback to help us maintain and improve our service performance standards. In accordance with our requirements, the agent did follow proper procedure in this matter.

Hertz continually strives to remain competitive with the rates we offer. Our rates are based on availability of a booked reservation. Our rates are subject to change based on availability of a rental and other governing factors.

Our fuel policy is explained on page 2 of the attached Signed Rental Agreement, please review for your reference. As we were not present for the conversation between yourself and our representative, we must rely on documentation available. In accordance with the Signed Rental Agreement the charges are valid, and no adjustment is warranted. However, I have issued a partial refund for the fuel in the amount of $57.15 As a gesture of concern for the issues you experienced. Please allow 3-7 business days for funds to post.

Thank you for allowing me to address your concerns.
Customer Answer
Date: 06/25/2024

Complaint: 21872668

Thank you for your response and partial refund. However, the bigger issue at hand is the fact that while I absolutely understand the necessity for using the same credit card on file, when I called customer service to switch the card, my husband and I both spent an hour on hold never to speak to a representative. We were forced to create a second rental in order to get our baby to our destination. This new rental was $150.00 more than our original before gas. The wait time was said to be 10 minutes; we spent collectively 120 minutes on hold to have no response. I called 3 more times afterwards, each time on hold for upwards of 45 minutes, never to speak to an agent.
The issue is not the credit card; i understand that completely. The issue is due to your companys lack of customer care and service, I had to purchase a second rental at $150.00 more for the vehicle alone because no agent could answer the phone to switch cards. I would like a refund of $150.00 for the difference between my original vehicle and the forced second rental.

Thank you very much
Sincerely,

*****************************
Business Response
Date: 07/02/2024
Complaint ID: ********
RR#: 161824784

Please accept our sincere apology for the long wait for a phone representative. Rest assured your feedback will be shared with the appropriate Hertz management for review and immediate corrective action.
In regards to your rental rate, I have adjusted the daily rate to the rate of $67.78 on your original reservation. The refund with the applicable taxes is $75.63, please allow up to 7 business days for the refund to post to your account.
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:06/19/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been calling *************) the Hertz ********************************** location for 9 months, and no one answers the phone. I have left messages, and no one has returned phone calls. On June 19, 2024 employee **** answered the phone, and I shared my concern. **** was rude by continuously cutting me off as I spoke.
Business Response
Date: 06/27/2024
Complaint ID: ********
RR#: Unknown

Thank you for contacting us. At Hertz, we pride ourselves on the high quality of our customer service, and it is disturbing to learn of the behavior you described. I sincerely apologize for the impression our representatives left with you. Please be assured your comments will be shared with the appropriate management for their internal review and corrective action.
If there is something we can assist you with, please provide your rental details including your last name.
Initial Complaint
Date:06/19/2024
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 purchased a Tesla Model 3 from their dealership on the 23rd of March 2024 and it is now June 19th and they have yet to provide me with the title. I cannot register my vehicle in my state and as of tomorrow my temporary registration will expire and I will not be able to legally drive the vehicle I have paid for. There have also been many other problems and lies from not only the dealership but corporate as well.
Business Response
Date: 06/21/2024
BBB Case 21872103

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

I apologize for the delay in receiving the title for your purchased vehicle. I have alerted our Car Sales team and they will be in contact with you shortly.

Thank you for contacting us.
Customer Answer
Date: 06/22/2024

Complaint: 21872103

I am rejecting this response because:
The problem is not resolved.

Sincerely,

*************
Business Response
Date: 06/26/2024
BBB Case 21872103

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

I would like to make a meaningful investigation into this matter but will need more information to do so.? Please provide me with the location you purchased the vehicle from and/or the *** number for your vehicle.

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

Complaint: 21872103

I am rejecting this response because:
******************************************
VIN: *****************
If I do not have a resolution to this situation by Monday I will be suing for breach of contract and will be seeking damages including time spent, temporary registration fees, time for my travel to purchase the vehicle and will seek punitive damages against the company. I have been lied to countless times and all promises have been unfulfilled. I have done my part and expect at least 1 competent person at your company to be able to do theirs.
Thanks a bunch,
*************
Business Response
Date: 07/05/2024
Complaint ID: ********

I apologize for any inconvenience you have experienced. Our Car Sales team has advised they will be contacting you directly today to provide you an update.
Customer Answer
Date: 07/08/2024

Complaint: 21872103

I am rejecting this response because:

I dont want this case closed until I have a resolution.
Sincerely,

*************
Business Response
Date: 07/23/2024
Complaint ID: ********

Thank you for your patience. Our Car Sales team advised they spoke with you on Monday 07/22/24 and you confirmed you have received everything you were waiting on.
Customer Answer
Date: 07/24/2024

Complaint: 21872103

I am rejecting this response because:
Bank has yet to receive title will close once they do.

Sincerely,

*************
Business Response
Date: 08/01/2024
BBB Complaint#********

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

We sincerely apologize for the inconveniences and delays you have encountered in finalizing your Tesla purchase.
We understand that, as of your last communication, the bank has not yet received the title. Please be assured that our sales team is diligently working to resolve this issue and will keep you updated with regular communication until it is fully resolved.

Thank you for your patience and understanding.
Initial Complaint
Date:06/19/2024
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 Hertz car via third party paid in advanced Jun14-jun16 2024 Rental Agreement No: ********* Reservation ************** Voucher: 'VXPUSPP ********** I returned the black mini suv The employee never checked the car out he walked away and didnt Give me a receipt. He kept telling me leave the key in the truck. The key fob was on my wallet ring I had around my wrist. After I gathered all my items the last thing I did before ******* to my flight was throw the key fob in the car it hit the seat and may have fell in the side or floor Im not sure but I am sure I know for a fact I left the key in that suv and its On camera pull the camera footage and theBlack male employee on sun june 16 acknowledged he saw me leave the key because after telling me leave the key and i Left the key he told me have a great day. I should not be charged for something k dont do for the lack of effort of the hertz employees not finding the key how did I get there if I dont have have the key? I had to struggle to take the key off my wrist and threw It in the car before walking off time frame had to be 1130-12:30 I cant think of the exact time I pulled in to return the car but I do know for sure I DID NOT TAKE THE **** and i Want this ****** off my credit card this is fraud and stealing From a customer. Go watch the video footage and ask Your employee why he wasnt *************** the cats with the customers to make sure its in good standing. He kept telling leave the keys until I left the key fob!
Business Response
Date: 06/26/2024
BBB Case 21872051
RR No: 162144894

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

I apologize for the difficulties you encountered. I have removed the Key/Parts charge to issue a refund of $300.00 to the card on file. Please allow up to 7 business days for the funds to post to your account.

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:06/19/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a compact SUV from Hertz at SJU airport. My reservation number was K8783801775. My receipt reference number is **********. I was not quoted an "airport access fee" which I was charged $27.18 for even though I got the quote through hertz's website and entered that I would be picking up and dropping off at the airport. Upon pick up, I was told verbally that because I got the vehicle at 7/8ths of a tank, that I did not need to bring a fuel receipt, I just needed to return the vehicle at at least 7/8ths of a tank. I returned the vehicle with a full tank. I was still charged a fuel charge of $20.80. I jumped through all of the customer service hoops (long hold times, submitting a request online, waiting until the charge is finalized on my credit card rather than just pending) and then was eventually told that the location I picked up from was only Hertz in name but did not have to follow any of Hertz policies because it is a private entity. I was told that I would have to call the location for any help with this issue. The location phone will ring for hours with no answer. The rental confirmation number email all came from Hertz but the receipt came from 'Thrifty.' I suspect that they are taking advantage of travelers who cannot get help from customer service hotlines, cannot get ahold of the location, and cannot easily return to the location to get help. I expect a refund of $47.98 to make up for the charges that I was not quoted that I should not have been charged for.
Business Response
Date: 06/21/2024
BBB Case 21871788
RR No: L38653893

This is a response to Allexandria Morris

I apologize for the confusion regarding your billing. Please be advised that the Concession Fee Recovery is a standard fee and cannot be adjusted. This fee reimburses?us for fees imposed on?the car rental company?by the Airport for each rental.

Our records show the fuel charge was billed as the vehicle was not returned with a full tank. If you believe this to be an error please provide us with a copy of your refueling receipt or the charge on your statement.

Thank you for contacting us.
Customer Answer
Date: 06/24/2024

Complaint: 21871788

I am rejecting this response because:

The vehicle was returned with a full tank.
I received the vehicle with 7/8th of a tank.
I was told verbally that the vehicle only had to be returned with 7/8th of a tank, no receipt necessary because I did not receive it at a full tank.
Because I was not expecting to be required to provide a receipt, I did not get one. I paid cash because the card reader was down. I filled the vehicle at ******* 66 at *** ******************* de ***, ********, ***** *****, *********** at 10:44pm on June 8th. Following that, I drove the vehicle 25.4 miles from gas station to my air bnb and then to the airport to be returned the next day. That is approximately 1/14th of a tank that I used. 1/14th of a tank is half of what I was permitted to use and still return it without additional fueling. The vehicles needle was still registering as full.
During the time of booking I put in that I would be picking up and dropping off the vehicle at the airport so there is no reason the airport access fee couldnt have be quoted. I didnt agree to pay it so I shouldnt be charged for it.
Sincerely,

Allexandria ******
Business Response
Date: 06/26/2024
Complaint ID: ********
RR#: L38653893

While we are unable to substantiate a verbal conversation, in the interest of customer service we agree to refund the fuel charge plus applicable taxes in the amount of $23.11. So that we may process this refund, please call our ************************** at ************ with your credit card details. When calling, please reference our case # ********.
Customer Answer
Date: 06/28/2024

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,

Allexandria ******
Initial Complaint
Date:06/19/2024
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 writing to make a complaint about a terrible experience at Dollar rental car. I picked up the vehicle from Dollar rental car at the ****************** at 11:00 Pm on June 6th. On Friday morning I drove to **********, ******* - 2 hours from **********. I was on town for my mother's funeral. On Saturday June 8 at 10 am after I packed my mothers ashes and everything for the funeral - the car was dead. I have to find alternative arrangements to be picked up, get the catering and arrange the event space. When I returned from the first part of the funeral. I contacted Dollar rental car's emergency roadside service who told me I had to wait for *** to come jump the car. I had to wait 2 hours for this to take place. The car was jumped and then started. Two hours later I went to start the vehicle to drive it. I was dead again. Again, I called the roadside assistance number. I was told that the vehicle would be picked up and we would have a new one delivered at 8 am the next day. In the morning (Sunday June 9th) nothing no car had been delivered. Again, I had to take time from my family to deal with this situation. In the end the roadside assistance only helped by providing transport on Monday June 10th from ********** to ******************. When I showed up at the ****************** on Monday June 10th and entered the HERTZ office I was met by one of the managers (*****) who stated there was no record of the *** services - the one jump, and the second to pick up and tow the vehicle on Saturday June 8th. He asked how I got there I said by Taxi. ***** stated he would send an email to this general manager and copy me to discuss the situation. (I never received a copy of the email if it was sent). I have heard nothing from Dollar rental or the manager or the email that was promised to me. It has now been 12 days since these last inquiries, and I have not heard anything from Dollar Rental car. I refuse to pay any portion of the $172.+ that has been charged to my account.
Business Response
Date: 06/21/2024
BBB Case 21871442
RR No: 158093784

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

I have received confirmation that this rental was voided and as such Dollar did not receive any payment as we did not charge you. Please be advised that you will need to reach out to Priceline for any refunds for your prepayment. Additionally, I have received confirmation that you have been working with our **************** team who are sending you a $50 rental voucher.

Thank you for contacting us.
Initial Complaint
Date:06/18/2024
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 went to pick up my car rental at the Hertz located on ******************************. My reservation is K88528922A. Hertz **** ******* appeared to have been frustrated from previous upset customers was not warm and welcoming when I came up to him to assist me.He was rude, unpleasant, and didn't acknowledge my status as a Hertz priority members. He started by informing me that he didn't have any vehicles and that he was going to give an electric vehicle that a prior customer refused. I told him I'm driving to ** and having an electric vehicle that someone refused was not feasible for me. I've never driven an electric vehicle and also he didn't offer me the vehicle that I was hoping for.After informing him that I didn't the other person's vehicle, he immediately got defensive and says I needed to step away so he can assist the next customer.I asked to speak a manager, he says he "is the manager in training " and that he could not contact a manager as I requested. At which point, I had my family waiting for me, and I needed a vehicle to go to **. He proceeded to given someone else that same vehicle he offered me and basically refused to assist me although I had my confirmed reservation. I informed him that I will need to contact the police, he advised me to " ahead and call them, they are not going to get you a car". I called the police as I was disappointed and they advised me to call corporate which I did however they were unable to assist me as ******* refused to help me. Corporate canceled my reservation and I was forced to go to Enterprise and paid more money since it was last minute to get a rental. Before I left the Hertz ******* office, two other customers were also very upset and complained to the police that I contacted and stated they too had issues with ******* and this Hertz location.They went on to say that this specific Hertz has caused many customers frustrations and there's a lack customer service focus that's non existence. Unacceptable!
Business Response
Date: 06/27/2024
Complaint ID: ********
Res#: K88528922A5

Thank you for contacting us. Please accept our sincere apology for the behavior of our representative at the ********, ** location. At Hertz, we pride ourselves on the high quality of our customer service. Please be assured your feedback will be shared with the appropriate Hertz management for internal review and any necessary corrective action.
I have reviewed your reservation and noted it was for our "manager's special". When you select the manager's special, the location determines the vehicle class you are provided. If you declined to accept the vehicle offered our policy requires you pay an upgrade fee to receive your preferred car class. However, this should have been explained or explained that there were no other vehicles available.
We respectfully decline your request to refund you for your Enterprise reservation. However, as a gesture of goodwill, I have added ***** points to your Hertz account to use towards a future rental on us. You must use the points within 180 days or have a completed rental within 180 days to keep the points in your account.
Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.
Customer Answer
Date: 06/28/2024

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. However, the Hertz rep who assisted me did not explain the rules outlined in this response, in fact, he did not have a vehicle available and refused to call his manager to assist me.

Sincerely,

*********************************
Initial Complaint
Date:06/18/2024
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.
Rented my car at *** on 05/21/24. The car I received was not cleaned and was dirty outside and inside. This car should not have been in service. I didnt have time to go switch cars after a long international flight. After I returned the car at *****************************, I complained about the condition the car was in. They blew me off, I think this is normal for Hertz. They stated that they cannot do anything to help, since it wasnt rented from their location. This is a joke, since Hertz is a corporate company. Every location should be able to do conflict resolution. I tried calling customer service without any success, like everyone else writing reviews about Hertz. I think that they do what they want to do without any consequences. I e-mailed their customer service which, did not help also. They e-mailed me a few times. The first time they e-mailed me that they are glad my problem was resolved. This is a joke, since my problem was never resolved. Than they tried to e-mail me and stated that I should have contacted roadside assistance. This is a joke also, roadside assistance would not have done anything also. Im not sure how these people get their jobs.
Business Response
Date: 06/21/2024
Complaint ID ********
Rental Agreement Number *********

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

I truly regret the inconvenience this matter has caused you. All our vehicles should be properly cleaned, serviced, and in good mechanical condition before being released for rental. We always want to provide quality vehicles to our customers and certainly appreciate your letting us know of your experience. The feedback you provided us with about our service has painted a clear picture of where we need to improve. Please know the comments you provided have not fallen on deaf ears; we will be utilizing your feedback to make the necessary corrections needed to better serve our customers.

I have mailed you a $75 rental certificate as a gesture of goodwill.

Thank you for allowing me to address your concerns.
Customer Answer
Date: 06/24/2024

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.
Can you confirm what address you mailed the rental certificate to?

Sincerely,

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

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