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

7,234 total complaints in the last 3 years.
2,302 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:06/17/2024
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.
Reserved a car with Hertz for corporate rental (reservation# K88936933F7) for pickup on 6/17/24 0800 in ********* (I was directed there by Arlington location which had no available cars) Took Lyft to ****** location where I was told they could not provide me a car as agreed to and sent me to ****************** where he said they had a lot of cars. well took another **** to LOV and was again told that they would not honor my reservation, leaving me stranded far from home at *************************. I had to take another Lyft back home to ********* losing $76.27 in lyft fees and still no car, and now I have lost a days pay do to Hertz total failure to honor their reservation.
Business Response
Date: 06/19/2024
RE: BBB Complaint # ********

Dear ******************,
Thank you for reaching out to us regarding your complaint. I am sorry to hear we were unable to honor your reservation at both locations. As a gesture of our goodwill, I have issued a $50 rental certificate to the address your provided. Please allow up to 30 days for **** to deliver the certificate. I appreciate you bringing your concerns to our attention and will pass along your complaint to the appropriate management regarding vehicle availability. Thank you for being a valued Hertz customer. Have a great day!
Customer Answer
Date: 06/19/2024

Complaint: 21860559

I am rejecting this response because: I lost so much more just in Lyft charges. Plus a days pay on top of that. It's a corporate plan so a rental credit does absolutely nothing for me personally. The customer service from ********************** is the worst I have ever experienced. I have been in hertz cars more than my own this year and has been the worst customer experience of my life
Sincerely,

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

Business Response
Date: 06/22/2024
RE: BBB Complaint # ********

Dear ******************,
We understand the inconvenience this causes and appreciate your understanding and patience. While our vehicle inventory typically meets confirmed reservations, occasional shortages arise due to unforeseen circumstances. Please keep in mind a reservation is not a contractual agreement. Additionally, our Terms & Conditions state that we sometimes cannot guarantee vehicle availability due to unforeseen occurrences. Considering this information, we must respectfully decline your request for further compensation from Hertz. I can certainly understand this is not the outcome anticipated; however, we ask that you understand our position. Thank you for allowing me to clarify this matter. Have a great weekend!

Customer Answer
Date: 06/24/2024

Complaint: 21860559

I am rejecting this response because: inadequate response. Due to this and so many other problems with hertz my employer is no longer renting vehicles from hertz

Sincerely,

*************************
Initial Complaint
Date:06/17/2024
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.
Hertz used car sales is advertising cars that qualify for the ** tax credit but indeed do not qualify. This caused me quite a headache as I drove hours from home with my family only to find out in the office the total must include "doc fee". The price with doc fee does not qualify for ** tax credit. This is completely false advertising on the Hertz website. I pulled my credit for financing and charged a wire transfer for nothing. The sales agent said the computer creates the numbers so he couldn't adjust the price and he thinks the website should be updated. For resolution, I would like this badge to come down so future buyers are clear this does not qualify, or I would like this $4000 discount for a car of equal or lesser value.
Business Response
Date: 06/18/2024
BBB Complaint #********

This is in response to *****.

Thank you for allowing me the opportunity to review this matter for you. My apologies we have sent this feedback to the appropriate team. However, the doc fee doesn't qualify for the ** tax credit. Therefore I must respectfully decline your request for store credit. Again thank you for allowing me to review these concerns.

Thank you for contacting us.

Customer Answer
Date: 06/19/2024

Complaint: 21859731

I am rejecting this response because:
This does not address the false advertising. If you won't discount then please remove these misleading badges. Customers nationwide are being misled about pricing. Apologies don't address the dishonest practice still underway.

Sincerely,

***************************
Business Response
Date: 06/21/2024
BBB Complaint #********

This is in response to *****.

I sincerely apologize for this inconvenience. Please be assured we have passed this to the website team for further review.

Thank you for contacting us.
Initial Complaint
Date:06/17/2024
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 on 11/01/2023 and Hertz has taken funds out of my account twice for a citation. A citation they have failed to provide proof of. I emailed Hertz customer service who told me I had to call **** Mobility or visit their website, **********************************************. I searched for my citations on the website and there are no records of citations.
Business Response
Date: 06/24/2024
BBB Case 21853919
Rental Record Unknown

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

Please provide the rental record number so that we may investigate.

Thank you for contacting us.

Customer Answer
Date: 06/24/2024
Ive already attached the documents for the rental when I filed the complaint. The rental agreement number is L43746990. The reservation id is ***********.
Business Response
Date: 06/26/2024
BBB Complaint: 21853919
Rental Record: L43746990

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

Thank you for reaching out and allowing us to assist in resolving your billing dispute.

Hertz thoroughly reviews every customer's inquiry. After reviewing our records, there is no indication of a charge for a ticket violation. Your final invoice amount includes 1 weekly rental $599.49 plus $71.96 Tax for a total cost of $671.45.
If you could please provide us with supporting documentation in the form of a bank statement so we can further review.

Best Regards,
Customer Answer
Date: 06/27/2024

Complaint: 21853919

I am rejecting this response because: these are the charges from hertz. I was charged the full amount for my invoice on $671.45 on 11/02/2023. However, I was charged $131.94 on 03/15/2024 and $459.76 on 05/02/2024. I was able to get a refund from my bank for the $459.76, but I am still looking to get the $131.94 refunded. As you mentioned, you have found no record of additional charges.

Sincerely,

***************************
Business Response
Date: 07/02/2024
Complaint ID: ********
RR#: L43746990

We apologize for any misunderstanding regarding our previous response. We have reached out to our licensee team for Hertz Columbia, **. The charges are due to tolls that occurred during your rental. They have provided the attached documents related to the additional charges.
Customer Answer
Date: 07/03/2024

Complaint: 21853919

I am rejecting this response because: I have not received the documents.

Sincerely,

***************************
Initial Complaint
Date:06/16/2024
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.
When I initially rented a vehicle with hertz, it was for a period of 4 days, which I paid for upon booking the rental ($276.82). I later decided to extend the rental, and during the extension process, I was quoted a price of $45.20 due at drop off for the additional time; please see attachment for reference. However, upon drop off, hertz charged me an additional ($158.3) for the extension, not the price I was quoted!! The price I was charged does not align with the amount I was quoted for during the extension, as the extension clearly states that total due at drop off would be $45.20. This is the price I was quoted, and it should be the price I am charged. This issue has given me mistrust in their services. I am perplexed and extremely frustrated. Instances like this has caused me concern and hesitation in utilizing their services ever again in the future and recommending it to others. I look forward to trying to resolve this amicably and I kindly request a reimbursement for the amount I was overcharged. Thank you.
Business Response
Date: 06/18/2024
BBB Case 21858754
Rental Record 144281362

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

You can expect to see a refund in the amount of $137.04 post on the billed credit card within the next 7 business days. Please keep in mind when dropping after hours at a non-airport location, the location may not allow after hours drops or will charge until the location reopens.

Thank you for contacting us.
Initial Complaint
Date:06/16/2024
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 made a rental reservation for a business trip, picked up the car on 6/14 (due to limited business hours of the hertz rental location) for a Sunday trip. I parked the car in the driveway until Sunday morning, when I went to pack the car in the morning, the car would not unlock. I changed the battery in the key fob, did not work. I called Hertz 800# which led to a dead end of going online so that I could wait for a digital response to my concern in 3-5 business days, that also is not helpful as I leave for work in 3 hours. I called the corporate care executive number and was again redirected to issue an online inquiry and wait 3-5 business days for a response. The customer service is extremely disappointing. I will be driving my own vehicle at my and my companys increased expense, we have a corporate program with Hertz and what should be simple has generated two hours of wasted time due to a faulty vehicle and zero customer service available. I want the car towed out of my driveway while I am away on business this weekend, want a full refund for the rental and a sincere apology. My reservation number is ********* and I am a Hertz Gold member.
Business Response
Date: 06/26/2024
Complaint ID: ********
********************** RR#: 162121632
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 during your rental with the vehicle provided to you. All Hertz vehicles are to be thoroughly 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 you letting us know of your experience. Your comments were forwarded to our Area Manager and Maintenance Manager in ******** for their thorough review. After full inspection of the vehicle rental history, they have confirmed there were no mechanical issues with the vehicle before or after your rental period. *** vehicle provided to you was a 2024 ******* Sonata with ***** miles. *** vehicle underwent thorough inspections both before being released to you for rental as well as at the conclusion of your rental and there were no mechanical issues reported. *** vehicle was also immediately rented out without any reported issues.
With this in mind, we must respectfully decline your request for a refund of your rental charges as a vehicle was provided to you and kept for the duration of your rental period. Based on our records, there were no issues with the vehicle and no reports were made to our ************************** (ERS) team to report any issues.
Initial Complaint
Date:06/16/2024
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 31. I picked up a rental and was quoted a rate of ****** plus ***** a day for upgrade. I was force into a upgrade because the manager special was electrical cars at the time. When I returned the car the rate went from ****** to ****** plus ***** dollars a date. The total came out to 1082. The original rate would have been ******. The price was a ****** price difference.
Business Response
Date: 06/20/2024
Complaint ID: ********
********************** RR#: 154666724
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 confusion regarding our Managers Special vehicle class or the Vehicle Upgrade Charges incurred on your rental. During our review, we confirmed at the time of booking a Class A6 Managers Special was selected.Booking this car class will have a special set discounted rate. The renting location manager will advise and issue whatever car class/model they have most available which includes our Electric Vehicle (EV) fleet. When reserving this class, there are no vehicle preferences allowed.As such, customers should not book this class if they have a specific number of passengers or specific amount of room needed.
As you did not take the provided vehicle, which was an Electric Vehicle, and instead requested a different vehicle class; the Vehicle Upgrade charge is valid. With this in mind, a refund or adjustment is not warranted.
Customer Answer
Date: 06/20/2024

Complaint: 21857318

I am rejecting this response because:

The main issue was the ending rate changing from the quote rate of 177 plus the ***** upgrade which should have been a total of about ****** including the upgrade fee in ***** and not 1082. Please refer to the rental agree provided

Sincerely,

*************************
Business Response
Date: 06/22/2024
RE: BBB Complaint # ********

Dear **************,
Thank you for reaching out to us regarding your rate change complaint. I am happy to review your account. A reservation ensures you get the best rate available at the time of rental. However, any changes to your rental after confirmation may be subject to changes in the current market rate. Our pricing is determined by the availability of vehicles and can vary based on the demand for the reserved vehicle class. As the vehicle was returned later than agreed, the rate did increase to the current market rate per our terms and conditions. After viewing your account, the charges have been correctly invoiced. Have a great day!
Customer Answer
Date: 06/24/2024

Complaint: 21857318

I am rejecting this response because:
The rental agreement state the terms of rental extension in the contact and no mention if rates are subject to change was in the agreement I signed.

Sincerely,

*************************
Initial Complaint
Date:06/16/2024
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.
Consistently charged wrongfully for fuel when I return fuel on full tank at ******************************** and I disputed and was denied.I wish to report to Better Business Bureau because its not right!!! I was charged $12.56 the last time & more previously,
Business Response
Date: 06/20/2024
Complaint ID: ********
Thrifty RR#: 129204143
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 frustration caused to you by the additional billing incurred for the Fuel & Service Charge (***). Our records show you were billed $12.56 for the *** on this rental; however, you filed a dispute with your financial institution for $134.39. As a refund of $134.39 was not warranted in this instance, the chargeback has been reversed by your financial institution. Based on our records, the *** is considered valid. However, as a gesture of customer service we have processed a refund of the *** in the amount of $12.56. Please allow up to 5-7 business days for the funds to show on your billing statement.
Initial Complaint
Date:06/15/2024
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 pre-paid (Rental Record #*********) for a "Manager's Special" car so that I could take a seven-day road trip and leisurely explore rural areas and cities between ******, ************* and *****, ****. Although the Hertz web site implied that customers would have a choice of *******, the ************* staff insisted that I take an electric car or pay an additional $130 for a gasoline car. So I took an electric *** ******* and it spoilt my trip almost entirely. Specifically, I spent several days suffering "range anxiety" as I encountered more and more charging stations that were either sealed off, or broken, or out of order, or unusable by the ***** charging socket. It was something of a miracle that I actually avoided being stranded at an isolated area and managed to reach ******* by my planned time. There, after much obstruction from Hertz staff, I succeeded in returning the *** two days early. But since I had clung to the turnpike the whole way, on the assumption that such a road would be more likely to accommodate working chargers, I had no time whatever to explore the countryside on possibly my last ever opportunity. Hertz's **************************** claims that the company's web site makes it clear that customers might be forced to accept an electric car. But this is simply not true, and I have a full video recording of Hertz's reservation procedure to prove this.I seek a refund on the grounds that Hertz went against consumer protection laws and their duty of care to paying customers by providing a ******* that was unfit for purpose. And I certainly don't want to pay Hertz $27, plus a $30 "convenience fee", for the turnpike tolls that I had specifically planned to avoid.
Business Response
Date: 06/20/2024
Complaint ID: ********
********************** RR#: 147793111
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 confusion caused regarding the Managers Special vehicle class. During our review, we confirmed at the time of booking a Class A6 Managers Special was selected.Booking this car class will have a special set discounted rate. The renting location manager will advise and issue whatever car class/model they have most available. When reserving this class, there are no vehicle preferences allowed.As such, customers should not book this class if they have a specific number of passengers or specific amount of room needed.
This information is specified on the Hertz website as well during the booking process. We have attached a screenshot of how it appears on the reservations screen. There is no indication that customers can choose the vehicle class provided when booking this vehicle class. In addition, the vehicle provided to you was a new vehicle with less than 500 miles on the odometer. This vehicle underwent our standard 38-point inspection before being released for rental. There were no mechanical issues detected or reported with the vehicle before being released for rental. In addition, we did not find where any issues were reported to our ****************** Services (ERS) team. With this in mind, we must respectfully decline your request for a refund of your rental charges as a refund or adjustment is not warranted.
Customer Answer
Date: 06/25/2024

Complaint: 21856732

I am rejecting this response because:
The company's response fails to address the basis of my complaint which was its provision of a vehicle that was clearly unfit for purpose. I seek at least some refund as compensation for the severe mental anguish and inconvenience that company staff's actions caused me to endure. Instead, the company's response addresses something which was NOT the basis of my complaint.
Specifically, the response argues, and presents a screen shot to supposedly support its argument, that Hertz's web site indicates the company, and not the customer, will choose the type of vehicle. It does no such thing. All that the screenshot shows is a statement that the vehicle might be an electric one. It says NOTHING about who will make the choice. Hence it could be assumed that the company's staff will make the choice, as Hertz has assumed, or it could be assumed that the customer will make the choice, as I, along with many other potential customers, did or will assume. Such ambiguity borders on deception in the interest of enticing more customers.
Also, the company's response brings up something which my complaint made no mention of - the fact that I made no call to their roadside assist team. Presumably they mention this to suggest that I had no trouble with their vehicle. Firstly, I was given NO DOCUMENTATION WHATEVER, which was why I took so long to learn how to even drive the car, and I had no idea that the company offers a roadside assist facility. Secondly, rather than make any demand on any roadside assist team I actually made a herculean effort to get the company's car to one of their outlets on schedule, for which I should be thanked rather than criticized.
Finally, the company's response to my complaint makes no mention of my request to be exempted from the tolls incurred because of my unintended, trip-spoiling and excessive hugging of the turnpike for so long in my constant search for charging facilities that could actually be used by the vehicle that their staff so cruelly allocated to me.
In summary, I seek some kind of payment for the stress, anxiety and wasted time caused to me by the provision of a vehicle that was certainly not fit my purpose - a purpose which had always been made clear to its staff. If the company could address this, I would be very grateful.
Sincerely,

*****************
Business Response
Date: 06/28/2024
BBB Complaint:: 21856732
RR# 147793111
This is in response to ***************************** complaint. I went through the steps on our website to reconfirm the information. It does not state the customer is choosing the vehicle. The previous correspondence was correct advising you booked a manager special and sent the screenshot that it could be ** or similar. The manager special basically is basically providing you with any vehicle of the rental location's choice. I noticed the base rate on your reservation before taxes and fees was booked at $519.99 per week. The weekly rate was adjusted to $474.99 per week and a customer service adjustment of $150.00 credit as well. Since adjustments were made, we will not offer any further compensation. The reservation number you referenced, K86707040c9 for the fuel vehicle, gave an error due to adding the # number sign in front of your confirmation number. The confirmation numbers all begin with the letter K. However, we did not charge you for that reservation. Unfortunately, the tolls are your responsibility as outlined on page 4 of your signed rental agreement. If the ** vehicle was not going to meet your needs for rural driving, you should have selected a fuel vehicle at the time of placing the reservation. I've attached the signed rental agreement and final receipt for the rental charges.
Thank you for contacting us,
.
Customer Answer
Date: 07/08/2024

Complaint: 21856732

I am rejecting this response because:
It points out that their web site makes no statement that the customer will have a choice of vehicle. But then it fails to also point out that their web site makes no statement about "the rental location's choice" either. So why would I pay more to reserve a petrol vehicle when it was UNCLEAR as to whether or not I would get a petrol vehicle anyway?
In short, the response is evasive and all about the letter of the law and how the tolls are my responsibility etc. But I am asking for some compensation not on legal grounds but because Hertz is morally obliged to do the right thing. Whatever the law might say, it was definitely wrong to foist an electric vehicle upon an eighty-year-old man for his rural road trip across areas where there are barely enough electric chargers available.
So the person writing the Hertz responses, which always quote only the small print regulations, might just as well be a robot. There is no need to have a genuine human being involved at all; no account is ever taken of decency and fair treatment.
Therefore, to the response writer I say that when you are struggling to get to sleep tonight you should reflect upon the fact that your values as a human being are completely different to those of your employer.

Sincerely,

*****************
Initial Complaint
Date:06/15/2024
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 booked a car rental but they overbooked and did not notify me I would not have a car. I waited in line for 30 minutes with them vaguely saying theyre out of cars but not saying what to do. The car was to get to work, so they told me to call the help line. I waited for 45 minutes being told they couldnt change the reservation and to return in the morning. I returned in the morning to no cars then was sent to the airport. The airport made me recall the help line and wait another ************************************************************* three times as much, which I couldnt afford. My complaint is that they did not live up to our contracted agreement. They did not provide a car or find me a place with a car for the same price. I have no leverage and there is no penalty for them. They could have at least cancelled my reservation so I didnt waste 5 hours of my time and still end up with nothing.
Business Response
Date: 06/25/2024
Complaint ID: ********
Res#: ***********

Thank you for contacting us. I apologize for any inconvenience this experience may have caused you when a vehicle was not available for you. A review of our records indicates you were charged a no-show fee of $144.60 to your credit card. I have processed a refund of $144.60 to your credit card. Please allow up to 7 business days for the refund to post to your account.
Initial Complaint
Date:06/15/2024
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.
The reservation is under my husband *************************, confirmation #K8851990500. We picked up the car on June 12th at ****** and returned at same location June 14th. We flew in from ***** for my father's funeral. We did not have time to pre-inspect the car as our flight had been delayed by two hours. On the way to our hotel via the *************** I noticed that the car had not been cleaned prior as their were vaping canisters rolling around and plastic wrappers on the car floor. Then when we drove from our hotel to the funeral we would hear an occasional knocking on the bottom of the car as this sound only occurs while driving less than highway speeds, but it did not affect the handling and was not an emergency mechanical issue but seems like it should have been serviced prior to our renting it. We also would not have had time to arrange for a different car. Finally, we were told at pickup that there were many gas stations on the way to Hertz but we passed none on our drive back. We used approximately two gallons and were charged ***** per gallon!!! Plus a fee. The going rate for gas in the area is around $3.50. I called Hertz customer service yesterday and after holding 20 minutes was told I had to wait 24 hours. I called back today, was on hold 20 minutes and spoke with a rep **** #******** and she said that the system wasn't letting her adjust anything, to call back another day. I asked for a supervisor and was told one would call in an hour, they never did. I made a reservation with Hertz relying on my past experiences many years ago. Things have changed and my husband and I (both over 55, we used our AARP discount) are requesting a partial refund for these issues.
Business Response
Date: 06/24/2024
Complaint ID: ********
********************** RR#: 161124880
This correspondence is being sent in response to a query made by *********************. Thank you for allowing us the opportunity to review your concerns.
We regret any misunderstanding regarding the refueling charge on this rental. Hertz vehicles are generally rented with a full tank of fuel. Customers are asked to return the vehicle full, or they may accept the Fuel Purchase Option (FPO). This option allows the customer to purchase the full tank of fuel at the time of rental at a per gallon rate comparable to, or less than, local fuel rates. If FPO is not selected at the time of rental and the vehicle is returned with less than a full tank, Hertz will apply the Fuel and Service Charge noted on the rental record. The charge for this service is determined by our various administrative, labor, and product costs of refueling the tank, and does not solely involve the sale of fuel. I regret you believe this rate is excessive; however, the charges are correct as billed.
Once point we would like to address is the troubles you encountered with the vehicle during your rental. All Hertz vehicles are to be thoroughly 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 you letting us know of your experience. While we have been unable to find any issues with the vehicle during the pre or post rental inspections of your contract, rest assured your comments have been forwarded to the Area Manager for internal review and any corrective action deemed necessary.
As a gesture of customer service, we are refunding the Fuel & Service Charge (FSC) at this time. The refund of $32.47 has been processed and will show on your billing statement within 5-7 business.

Customer Answer
Date: 06/24/2024

Complaint: 21855417

I am rejecting this response because:
I appreciate the refund for the fuel, thank you.However, the statement that they have been "unable to find any issues with the vehicle during the pre or post rental inspections of your contract" does not address the fact that we were given a rental that had vaping cartridges and plastic wrappers in the car compartment between the driver and passenger seats that we had to clean out ourselves. So of course those would not be present upon return! We would like a partial refund for receiving an unclean car.

Sincerely,

*********************
Business Response
Date: 07/01/2024
Complaint ID: ********
RR#: 161124880

Please accept our sincere apology for the condition of the vehicle you received. We expect the vehicle to be properly cleaned before it is rented, we are very sorry that was not your experience. As a gesture of our apology I have provided a 15% discount on your total. The refund is $69.85. Please allow up to 7 business days for the refund to post to your account.
Customer Answer
Date: 07/01/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

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

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