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:06/15/2024
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.
Record Number #L 629 5406 5 I tried to get in contact with the business on extending my rental. When I attempted to call, I was directed to the corporate office. The corporate office informed me that the Hertz location is a franchise and they couldnt help me extend my stay. It is not clear on their documentation how much I would be charged if I was to extend my car rental. The customer service rep was very rude on the phone and no helpful to get me in contact with the franchise. Lastly, I tried to update online and the system could not find my reservation.
Business Response
Date: 06/18/2024
BBB Case 21854938
RR No: L62954065

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

Please be advised that the *************************************************** is an independent Franchise location that manages their own fleet, rates, and billing. In order to extend you would have to contact the location at ************ or by going to the location directly. I apologize for the confusion.

Thank you for contacting us.
Initial Complaint
Date:06/15/2024
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 02/06/2024 I made a reservation to rent a car in ******* AZ ******************. The reservation #K7603812277. The reservation was for 02/23/2024, 21:30 pick up and return 02/26/2024 at 04:30 at a total prepaid cost of $166.17.Upon arriving at the Hertz rental station, I had to wait in line for over 1 hour due to being very busy and only 3 agents. When it was finally my turn (about 22:30), I gave the reservation agent my name but at the time did not have my reservation number with me. (My wife had it and she was sitting with my son who was asleep on a bench to far away to get her attention). The agent said I did not have a reservation and he said he looked a couple of times but did not see any. I showed him my bank app that showed a charge of $166.17 so there must be a reservation or else why would they take the money.By this time, it was late, and I had been up for about 20 hours and was beat, so I asked him to give me the cheapest rental they had. Of course, he said they had no cheap ones available, and I ended out paying $648.55 for the same amount of rental time. I was way to exhausted to argue or go check with another rental company, so I took it.After my vacation I disputed the charges, through my ******************* for both charges since I was unable to get any resolution through Hertz, which by the way, is almost impossible to speak to a live person without jumping through many prompts and choose this or that. It was very frustration as well. After the Credit card company did not return my money, I tried again to contact Hertz but no luck again.I have rented from Hertz before and never had any issues with them. I think the agent used the fact that I had been standing in line for so long and looked exhausted to get me to rent a more expensive vehicle even though I obviously had been charged for the original reservation.I attached one receipt, but the other was too small to see clearly.I only ask for $648.55 of the $814.72 to be returned.
Business Response
Date: 06/19/2024
BBB Case# ********
RA# *********

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

I sincerely apologize for the confusion at the Hertz location and the inconvenience caused to you and your family. In a review of our records, I can confirm your original reservation K7603812277 was made through Thrifty not Hertz. Therefore, the Hertz counter would not have been able to locate your reservation through their system.

I have issued a refund of your prepaid Thrifty reservation in the amount of $166.17 back to the credit card it was charged on. Also, I have issued an additional refund of $399.81 to reflect your original Thrifty reservation daily rate of $55.39 and the applicable taxes/fees. The second refund was processed back to the credit card on your account, please allow 5-7 business days for our processing time.

Thank you for contacting us.
Customer Answer
Date: 06/19/2024

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:06/14/2024
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 booked for a car rental with Hertz via their app for a "Manager Special EV or similar" from June 14 to June 25, 2024 for $309.25. Upon arriving at the rental car location at around 4PM, they inform me that they are unable to fulfill the reservation because they are "out" of cars. However, they then inform me that they have a Mach E which would cost more, but with only half an hour or some left until closing, I was left with no choice but to accept the "upgrade" which felt more like a bait and switch but limit the rental to three days to keep the cost down. In the end, they had me sign an alternate contract because I had no other choice for $498.52 for three days vs. $309.25 originally agreed upon for 11 days. Not sure whether that's standard business practice, but in my experience other rental car operators have traditionally done similar upgrades free of charge if they were out of the booked class, rather than upcharge almost 6x the daily rate. Just wanted the original reservation honored, was even willing to go back Monday to swap back to a lower class of car.
Business Response
Date: 06/21/2024
BBB Complaint: 21853884
RA/RES ID: *********
This is in response to *****************.
Thank you for contacting us regarding this matter. I do apologize for the inconvenience this has caused. I regret that Hertz was unable to provide you with the reserved car class. As a rental agreement was signed accepting the upgrade charges and utilized for the entirety of the rental contract, I cannot issue a full refund. However,as a gesture of goodwill, I have refunded the amount of $102.46. This reflects the original rate you were quoted of $396.06. Please allow 5-7 business days for this to reflect.
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:06/14/2024
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 made a reservation with Hertz through expedia on 6/6/2024 for 6/12/2024 for 6pm. I called Hertz to make sure i could use my debit card and i was told i could. I attempted to call the airport hertz to speak to an actual employee before going but no one ever answered the phone. Not once. So i just decided to believe hertz about them accepting my debit card. The day of 6/12/24 i go there and i let them know i have a reservation at 6p. The lady working looked at my ID and then my debit card and told me i would not be capable of renting a car using my prepaid debit card. I didnt understand what she meant so she explained that my card wasnt attached to a bank so i had what is known as a prepaid debit card and not a bank issued debit card. I was ok with this and left. Today hertz took ***** out of my account stating i was a no show when i showed up!!!!!! The employee should've cancelled since i was not a no show and they didn't allow me to rent the car. I want my money back!!! No one picks up the phone ever at all when calling the airport hertz. The online hertz number just keeps ringing and ringing then will hang up. I cant talk to anyone and there's not even an option to make a complaint!!!!!!! I want my money back!!!!!! They literally stole from me i am so upset with this! I had to postpone my trip and then be robbed for 37 dollars!!!!!!
Business Response
Date: 06/21/2024

BBB Complaint: 21853723
RA/RES ID: ***********
This is in response to *******************************.
Thank you for contacting us regarding this matter. Hertz does not accept debit cards or prepaid cash cards as a form of payment or guarantee at the time of reservation, or time of pickup. You must present a valid and accepted charge card, at the beginning of the rental. Debit cards may be used for payment upon return. Eligible debit cards include *************** Reward, AAA Memberone/Membercash. I do apologize for any confusion regarding these terms.
As I do see this reservation was made using Expedia, any refunds will have to be issued from their services.Thank you for allowing me to assist.
Customer Answer
Date: 06/24/2024

Complaint: 21853723

I am rejecting this response because: it clearly states on my transaction that hertz took the money out of my account not expedia. The ************** at the airport took it out and on top of that they already reached out to me to finally handle this complaint and i have the email from that also. I cant attach that also because im using the gmail app at this moment. You guys are terrible and lie. The reservation i made was with hertz and i received the discount through expedia and regardless i came in and i was told i couldnt use the card so they shouldve cancelled. Not allowed money to be taken out of my account. Take accountability for your employees.

Sincerely,

*******************************
Business Response
Date: 07/01/2024
Complaint ID: ********
Res#: K88118837F0

Thank you for contacting us. We apologize for any misunderstanding. A review of our records indicates a refund of $37.13 was issued to your credit card on 06/21/24. It can take up to 7 days for the refund to post to your account.
Customer Answer
Date: 07/02/2024

Complaint: 21853723

I am rejecting this response because: its been over 7 days and i still havent received my refund. I am so over this company. Ive been patient and its ridiculous that ive been waiting all this time for a fraudulent transaction on hertz part. I was not a no show and the employees there didnt do their job well. I just want my money back!!!!!!

Sincerely,

*******************************
Business Response
Date: 07/15/2024
Complaint ID: ********
Res#: K88118837F0

Please be advised the refund of $37.13 cleared our system. The refund was processed to your Mastercard ending in 6924. Please contact your financial institution if you have any questions regarding the refund.
Customer Answer
Date: 07/15/2024

Better Business Bureau:

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

Sincerely,

*******************************
Initial Complaint
Date:06/14/2024
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.
Paid for car rental 5/25 through 5/29. Total $256.01 The car did not start on the morning of 5/28. I called Hertz and told them the issue. They told me they would have to take the car and I would have to go with the tow truck to pick up a car. I was located in *******, **, which is 1 hour and 15 from the airport. I explained that morning I could not do that, as my father was transitioning from Skilled Nursing to ************* and I needed to be with him to support the transition (which is why I flew home). The Agent told me to get an uber or lyft and I would be reimbursed. I explained that there is not a reliable drive service in that area, even if it happens to be available, it never is when you need it. They explained that they could not get me rental from the smaller airport that was 2 miles away from me since it was privately owned. They told me to get a new rental from them and they would reimburse. I explained I did not have the cash to be able to do this. The tow truck driver informed me they could have picked up cars and dropped them off from Hertz before in this situation. The 2nd agent affirmed this and said but we agreed to jump the battery first so I could get to my dad (it was already 2 hours past his transition)That evening, the car died again. I was in a parking lot by myself with no help. When I asked for a car to be sent- they told me this can't be done. They also told me that I would need to drive with the tow truck driver and get a new car and come back. It was 930pm and I had to be up at 7am to support my dad before I had to drive to the airport that next day-I had to buy him items. The manager noted this is only done in emergencies. I noted this is an emergency - no ride nor no ride service. Nothing was provided and the car wasn't picked up til the next morning at 9am. I never received support, my direct concern was never addressed (multiple emails/calls), their follow up was generic/didn't read the concern-the experience has been depleting.
Business Response
Date: 06/17/2024
BBB Complaint: 21853345
RA/RES ID: *********
This is in response to *********************************.
Thank you for contacting us regarding this matter. I would like to apologize on behalf of Hertz for the lack of customer service you have received regarding this rental.This is not the kind of customer service we wish to portray or practice. We aim to provide the highest level of service before, during, and after a rental. I'm truly sorry you did not experience this.
Regarding refunds for this rental, I have issued a refund of $128.00 for the two days the car was unable to be used due to mechanical issues. Please allow 5-7 business days for this to reflect to the card on file. Regarding the requested refund of $55.35, I do have to politely decline this as we do not reimburse for outside fees.
Thank you for allowing me to assist in this matter.
Customer Answer
Date: 06/20/2024

Complaint: 21853345

I am rejecting this response because: two agents informed me that transportation would be reimbursed since a vehicle was unable to be picked up and I had no way to get around or get back to the airport. They suggested Uber or Lyft-which unfortunately do not exist for airport rides from a small town.
I also reject the 2 day refund and request the whole trip be refunded. This resulted in missed opportunities for the care for my father and impacted his transition.
I would also like to know the policy regarding when cars are provided versus not by a tow truck. It appears your agents are also unaware of this and I am still flabbergasted at why one was not brought my way when I could not leave the care of my father and this was an emergency.
In saying this, I want a full refund OR the amount of gas paid added to the around $128 that was being offered by your company-roughly $182ish total.

Sincerely,

*********************************
Business Response
Date: 07/01/2024
Complaint ID: ********
RR#: 151758025

In the interest of customer service and in an effort to regain your confidence, we have adjusted the refund from $128.00 to $183.35. Please allow up to 7 business days for the refund to post to your account.
Initial Complaint
Date:06/14/2024
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 rental vehicle was involved in the accident. All necessary insurance information was provided to them. Hertz has failed to follow industry standards with working insurance companies. Hertz needs to work with other carriers. 3rd party was at fault and should be paying for damages. The information was provided in person and in writing. 2nd Complaint is that they refused to honor the online reservation that was paid for in full. They canceled my reservation and then charged more for the same vehicle when checking into the *************** location.
Business Response
Date: 06/19/2024
BBB complaint# ********
Rental record# *********
This is in response to *****************************.
The customer has been provided with contact information to reach out ****************** The customer can reach the Claims Team at ************ if they are unable to reach them by email at ************************************************ The Claims team will be able to further assist.
Thank you for contacting us.
Customer Answer
Date: 06/19/2024

Complaint: 21852650

I am rejecting this response because:

I have reached via phone and email. I have yet to receive a response. Hertz has failed to submit the proper documentation to insurance companies. Further more, USAA has accepted fault and will paying for damages. No further action should be required on my end.
I would like Hertz to provide all the needed documentation and await payment the party that damaged the rental car.
Sincerely,

*****************************
Business Response
Date: 06/21/2024
BBB Case 21852650
RR No: 101079580

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

As previously advised, you and your insurance company will need to contact our ***************** directly to receive the requested documentation. They can be reached at ************ or ***********************************************.

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

Complaint: 21852650

I am rejecting this response because: I have reached to my insurance company on at least three different occasions. They said the Hertz has failed to provide them with damage claim letter. Further more, I have reached to out ****. They have accepted fault. They said that the request for payment was sent to their subrogation department. Finally I have reached out Hertz via phone and email on multiple occasions. I have am failed to receive any communications letting me know that Hertz had done due diligence in this matter. Hertz response of email their claims department has NOT proven to be an effective way of communicating in a manor that has brought any resolution.

I am requesting that Hertz reach out the responsible party (USAA insurance) to seek payment. I am not the person that damaged vehicle nor and I the person responsible for paying for damage.
Sincerely,

*****************************
Business Response
Date: 07/29/2024
BBB complaint# ********
Rental record# *********

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

I sincerely apologize for the inconvenience you have experienced. After a thorough investigation with our claims department, it has been confirmed that they have sent all the documents to ****. Additionally, they have confirmed USAA will be issuing payment for this claim.
Customer Answer
Date: 07/30/2024

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.
Thank you for getting back to me. I appreciate the follow up and billing the party that caused the damage to the vehicle (USAA).

Sincerely,

*****************************
Initial Complaint
Date:06/14/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I've been renting from the Uber Program through Hertz for about six months now. Everytime anything happens, Hertz makes me close out the contract and start a new one which costs a lot of money. My by-in price includes insurance but when I need to use the insurance, they make me close the contract and start a new one. I've done this four times already and it's not cost effective to the renters if I'm believing that by me working, I have insurance if needed and then when needed, I don't get to use and I have to pay the rental company again to rent a new vehicle. Can someone look into the program and offer any insight on how to bridge the gap between the ************** and hertz rental agreement? Hertz only answers are to start a new contract everytime which means in the moment, I would have paid the last rental fee, insurance, and a new rental fee. Often times, I have to work overtime to afford the new contact but if the insurance would handle the difference, it would be worth the money. But by Hertz canceling the contract, they are getting over on the customer
Business Response
Date: 06/17/2024
Complaint ID: ********
RR#: Unknown

We would like the opportunity to respond to your message, but we are having difficulties locating your rental record; please provide the following information: 1. Reservation confirmation number or rental agreement/record number. 2.Location of rental (city/state). Once we have the updated information we will be glad to assist you.
Customer Answer
Date: 06/19/2024
I've been renting cars through the Uber program and when something happens to the car, there is supposed to be insurance or a fee waiver if the rental used for the program, which it was. When I just recently was involved in a comprehensive damage accident, I was not able to get into another rental even though the program is saying I should be able to swap the car, but Hertz is saying they can't exchange the car. I paid the *** on this rental but wasn't offered any assistance with another rental which doesn't seem fair when I pay the extra money to not be held liable but by paying for the extra "insurance" to hertz, I'm not able to have enough money to get into a new car when needed for work. May you look into this policy?
Business Response
Date: 06/25/2024
BBB Complaint: 21853919

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

Thank you for providing us with your feedback.

Please accept our apologies for any inconvenience caused during your rental experience. Specifically, with rideshare rentals, each rental agreement is assigned to the rental vehicle. At any point in time the vehicle needs to be exchanged or in this case there is a insurance claim it is policy that the contract is closed out and new one is opened. Hertz Automatically releases any authorization holds and bills the final amount. A new contract is open resulting in new authorizations. Once funds have been released by Hertz how fast those funds are available depend on your financial institution.

I have passed your feedback along to the proper department for further review to ensure we deliver the best experience possible. If you have any further questions, comments, or concerns, please feel free to reach out to us directly at ************************************************. When reaching out please be sure to include your rental agreement number or a copy of the final invoice.

Best Regards,
Initial Complaint
Date:06/14/2024
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.
Hertz RR *********... Today June 12, 2024 I had a reservation with Hertz through the Uber program and I was informed by Hertz that I was placed on the do not rent list back in June of 2022 for not returning the vehicle on June 1st. This is a grave mistake. I picked the car up on May 25, 2022 and returned it August 13, 2022. During that time I took the car in for routine visual inspections, including a new registration sticker. On June 26th, 2022 I had a claim through for a replacement at ********* in ********. IL . I spoke to Hertz roadside assistance customer service and the repair was covered through my roadside assistance coverage through Hertz towed from my home, fixed and returned to me. My rental contract was also renewed on that day. And I would also renew every week as I was told by the hertz employee by scanning a QR code she gave me upon renting the vehicle from the Hertz counter in *** Boys in ************* ,** When I called that location *** Boys told me that the Uber counter does not have a phone line in their store. so is was impossible to talk to an Uber/Hertz rep at that location (unless they called you) and Hertz customer service told me they don't deal with Uber rentals because its separate. It seems there is a contract and system barrier between Uber, Hertz and the renters that is causing renters to be falsely accused of being in violation, some to the extent of being arrested, and a class action law suit being filed against Hertz and won by the consumer for being unjustly accused of and arrested for theft of an unreturned vehicle while they were in a valid rental contract. When I returned the vehicle in August my contract was successfully closed without incident and my tolls were paid. However I did have an unexplained charge of $558.58 that a hertz executive ********************* investigated but could not explain and it was not the charge for charging the Tesla. The amount for charging was around $400. I should be removed from the do not rent list.
Business Response
Date: 06/18/2024
BBB Case 21852437
RR No: 577974913

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

According to our records, your rental privileges have been permanently suspended due to your overdue rental that resulted in repossession as you did not respond to Vehicle Control. This suspension is permanent and shall not be lifted. While I regret this is not the desired outcome, our position remains unchanged.

Thank you for contacting us.
Initial Complaint
Date:06/14/2024
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.
They charged my **************** card for services that I did not authorized
Business Response
Date: 06/17/2024
BBB Case 21852140
RR No: H32693091

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

As previously advised, the additional charges were for the Loss Damage Waiver and Premium ****************** services accepted and signed for at the time of pickup. With respect, the signed rental contract is a legally binding document. Regrettably, we are unable to confirm a verbal conversation at the counter. By signing the rental record, you are agreeing the terms, conditions and rates billed for the rental. It is the customers responsibility to review the terms of this documentation before departing the rental facility in order to ensure the terms of the contract are correct. In accordance with the Signed Rental Agreement the charges are valid, and no adjustment is warranted.

Thank you for contacting us.
Initial Complaint
Date:06/14/2024
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 reserved a Hertz car rental (Conf #K85821753A3) through Priceline for a trip my husband was making and was charged $978.70. When my husband arrived at ************** and went to pick up the car, they asked for his car rental receipt, credit card and drivers license. The woman at the desk wouldn't let him take the car since the credit card was in my name and didn't match the name on his DL, even though I was on the phone with him and could verify the purchase. When I received confirmation from Hertz after making the reservation, all that was noted was that he needed to show the same credit card that was used. However, the Hertz representative said that it was policy that the name on the credit card and drivers license needed to match. When he asked her for a refund, she told him he would have to call Priceline. As a result, he was stranded at ************** for several hours. He then needed to call a friend to pick him up, where he was able to get a credit card in his name and go somewhere else to get a car rental for the same time period.I called Priceline to try to get a credit for the car rental reservation and was told I needed to call Hertz because they are the ones who charged my credit card, even though the woman at the Hertz rental desk at the airport told my husband she couldn't take care of it. I then contacted my credit card to dispute the charge and called Hertz to explain the situation. The representative called Newark to confirm that my husband did not receive the car and said he would credit the amount in full back to my card, which would take 7-10 business days.On June 7, the charge from Hertz was posted back on my account. I was told that Hertz said this was a valid charge, even though my husband was denied a car and Hertz wouldnt honor the reservations, which ended up costing us more money and a lot of unnecessary stress. Please refund this charge to my credit card as you did not provide the services and it is not a valid charge.
Business Response
Date: 06/17/2024
Complaint ID: ********
Res#: K85821753A3

I apologize for any misunderstanding regarding the rental terms and conditions. Our policy does require the credit card used to make the payment for the prepaid amount be the same card at the rental counter and the credit card must be in the renter's name. I have reviewed our records and show that a chargeback was initiated with your financial institution and received by Hertz on 06/04/24, this would have provided you a provisional refund. On 06/12/24 we received a chargeback reversal from your financial institution which is why they reinstated the charge. Since the rental was not utilized, I issued a refund of $978.70 to the credit card today 06/17/24. Please allow up to 7 business days for the refund to post to your account.

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