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

7,231 total complaints in the last 3 years.
2,296 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:06/13/2024
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.
Good evening my name is Sincerity ******. I rented a car from Hertz in *********, ** from December 2023 to June 2024. On June 6th, the car was "picked up" in the middle of the night. I constantly called the company to ensure they picked it up because I was scared it was stolen. They said the car was not returned to them, so I filed a police report. I was never contacted by Hertz again regarding the car on whether they picked it up, or it was truly stolen. a week later I got charged $5000 for this car that I was under the assumption was stolen. I had the cops and everything call the company and everybody said they did not have the car. After finally being able to talk to someone (*************************, branch manager) he informed me that the car had been picked up and was supposed to be returned in January. When I informed him no one had contacted me about returning the car and they continuously let me keep putting extensions on the car over the phone through May he replied "That's not my problem anymore". In addition, I asked how to find my items inside the car because I had my baby's car seat and other personal items he replied, "he doesn't want to hear about it" and then proceeded to yell then block me and my husband. I am still currently looking for my items, and have tried other hertz but they say they also can't find the car.
Business Response
Date: 06/15/2024
RE: BBB Complaint # ********

Dear ****************,
I appreciate you reaching out to us today regarding your lost items. In accordance with the Terms and Conditions of the rental agreement, The Hertz Corporation is not responsible for personal property left in our vehicles. If items are found, we allow them to be kept in our lost and found at the location for a period of 30 days. Please reach out to the location directly for further assistance with your belongings. Please also follow the following link to our lost and found site to see if your items have been found. *********************************************************************************************************************. I appreciate your time today and hope you have a good weekend.
Customer Answer
Date: 06/17/2024

Complaint: ********

I am rejecting this response because:
I have tried you lost and found and you guys only offer limited locations in my area and the car I rented is not one. On account I called your branch manager for assistance on getting my stuff and you guys didnt respond to your branch manager (*************************) for yelling over the phone and then blocking my number when trying to figure out other ways. Your branch manager ************************* needs to work on customer service because Im not the only to complain about him. He is very rude and you guys have someone representing your company with a rude, and disrespectful attitude.

Sincerely,

Sincerity ******
Business Response
Date: 06/19/2024
BBB Case ********

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

I regret to inform you that we were unable to locate your lost items. Please accept my deepest apologies for the inconvenience. Though we make every attempt to provide the best customer service and work to return items to our customers, we are not responsible for personal property left in our vehicles or at our locations. Rest assured your feedback regarding the Branch Manager has been forwarded to the appropriate management team for an internal review and to take any necessary corrective action. While I regret this is not the desired outcome, I hope you will understand our position in this matter as we consider it to be fully addressed.

Thank you for contacting us.
Initial Complaint
Date:06/13/2024
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.
Im renting through hertz Lyft express program. They gave me a vehicle that I immediately brung back to them and explained that there is a mechanical problem with the vehicle. Hertz refused to put me in another vehicle I complained about it and asked to be put into another car the representative refused to do it I have been unable to provide rides successfully for Lyft resulting in me having to pay out of my pocket for the renta myself. I have asked them to swap me out of the car and they are refusing to do so. The car has major mechanical malfunctions.
Business Response
Date: 06/17/2024
RE: BBB Complaint # ********

Dear ****************,
Thank you for reaching out to us today regarding your complaint. I am sorry to hear your vehicle is not working properly. If you are still on rent with us, please call our ************************** Team at ************ for help with an exchange. If your rental contract is closed, please email us at ****************************** so we may further assist you today.
Initial Complaint
Date:06/13/2024
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 claim ******** is incorrect. as there was no damage to the windshield upon returning the car. I have asked Hertz ***** original vehicle pre inspection form. I have requested access to time stamped photos of the damage and the fleet-utilization log showing that Hertz didn't make any claims to the drivers before or after me.The photo Hertz submitted was not date stamped and the additional information was never provided. Hertz then charged me an additional $50 deductible for the windshield on 5/7 on my card ending in 9873.Also, Hertz charged my card for 2 additional unidentifiable charges in the amounts of $56.89 and $56.82 on my Amex without any reason why.There are a total of $163.71 in charged hearts charged after the rental. They have yet to explain the charges. Also because I was charged for a deductible in the amount of $50, why now am I a month later receiving a claim bill in the amount of $594.10. ($494.10 for damage and $100 administration fee) I did not cause damage to the windshield, have not received requested proof documentation and was charged additional charges after return of the vehicle.
Business Response
Date: 06/17/2024
RE: BBB Complaint # ********

Dear ********************,

Thank you for reaching out to us regarding your billing concerns. I appreciate the chance to investigate your case today. I have issued a refund in the amount of $50 for rental record 129615776 Damage at return. Please allow 5-7 business days for those funds to be received back to your account. I have also sent a copy of your receipts for the charges for $57.89 for a now show fee for K8042664083, and $56.82 for a now show fee for K8080604392. I appreciate you bringing these concerns to our attention and appreciate the time you have taking to bring these issues to our attention. Have a great day!
Initial Complaint
Date:06/13/2024
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.
To whom it may concern , I rented a car from this establishment on may 24 , in ************* ****************************************. I was told instead of a $200 hold on my card that I needed a $500 instead. I proceed the amount was $700 hold on my card. I returned the car on June 2 the receipt was for $212 total amount charged. I have checked with my bank and called and spoke with several managers at hertz and no one has been able to tell me what happened to my deposit and why it was not returned to me. This is unacceptable and very frustrating no one can look into this for a customer? Did someone steal my money ? This is unprofessional and need to be returned to me asap!!!
Business Response
Date: 06/17/2024
RE: BBB Complaint # ********
RR # *********

Dear ********************,
Thank you for reaching out to us today regarding this matter. I am happy to look into this for you. Upon the return of the car, a charge for the total due amount is sent to your credit card company. The time it takes for the hold to be released can vary depending on the credit card company, and there might be a delay from when the charges are received to when the hold is lifted. The duration of this process is not controlled by Hertz. As the card issuer is in charge of releasing authorization holds/funds back to their customers' accounts, you would need to reach out to them directly for further help. I can confirm the hold was released by Hertz on 06/02/2024. I appreciate the opportunity to review these concerns and appreciate your recent rental with Hertz.
Customer Answer
Date: 06/17/2024

Complaint: 21826990

I am rejecting this response because:

you do not have proof that it was sent to my bank institution. I have called chase several time and they are certain you never refunded my $509 deposit. Please attach your proof it was deposited. If you dont have proof thats false advertising and also very illegal to steal someones money.

Sincerely,

************************
Business Response
Date: 06/25/2024
Complaint ID ********
Rental Agreement Number

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

I regret the confusion regarding this matter. When the rental is returned, Hertz will charge for the total amount due, this charge is submitted to your credit card company. Based on our records we processed the final payment of $109.53 on 6/2/2024. As previously stated, the authorization hold was submitted the same day. Depending on the financial institution, there may be a delay between the time the charges are received and when the hold is released. The length of time this takes is not determined by Hertz and may take up to thirty days. Since the card issuer is responsible for releasing authorization holds/funds back to their customers' accounts, we recommend you contact the card issuer directly.

Thank you for contacting us.
Customer Answer
Date: 06/25/2024

Complaint: 21826990

I am rejecting this response because:

Sincerely,

************************ they have no provided proof I verified with my bank they never sent me my deposit!!!! There lying and refusing to send me my deposit of $500 which was not supposed to be taken from me, the rental was $212 the total amount was $712 charged to my card with the $500 deposit. I verified with my bank they never released my deposit.
Initial Complaint
Date:06/13/2024
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.
On May 23, 2024, I rented a car from Hertz and reserved an *4 class vehicle. Upon arrival, Hertz only had an "*" class vehicle available, which was not acceptable given my reservation for an *4 class. However, due to the urgency of my trip, I had no other options but to take the * class vehicle. This situation felt unethical as I was guaranteed an *4 or equivalent class at the time of booking.Additionally, as a member of Hertz's President's ****** status, I expected an upgrade in class rather than a downgrade. Despite receiving a lower class vehicle (* class), I was still charged the rate for the *4 class, resulting in a pricing discrepancy of over 10%.When I contacted Hertz's client relations to address this issue, they dismissed my concerns and stated they couldn't do anything to resolve it. This response is disappointing. I seek a resolution where I am either refunded the difference in pricing between the *4 and * class vehicles or compensated appropriately for the inconvenience and discrepancy. Given the circumstances, I believe some form of additional consideration for the trouble I experienced would be fair.I've attached my receipt and supporting images.
Business Response
Date: 06/18/2024
Complaint ID: ********
********************** RR#: 150293113
This correspondence is being sent in response to *****************. Thank you for allowing us the opportunity to review your concerns.
Please accept our sincere apologies for the fact that the vehicle booked was not available. We understand that careful consideration is made when choosing the vehicle you require, and that is why we have such a wide range of vehicles available in our fleet. While we do state that a vehicle from the class booked will be available, on rare occasions,unforeseen situations arise that are beyond the branches control. This is usually caused by late returns, extended rentals, damaged vehicles etc. When it does occur, our policy is to provide a vehicle from the next available group at no extra cost.
Having reviewed the details of your rental, we can see that the branch have followed our policy correctly. Please note, as a President's ****** member, our program allows for a complimentary vehicle upgrade up to a ****************** Sedan. Our SUV fleet is not part of the upgrade program. We apologize for any inconvenience this may have caused.
We have confirmed the rate of the Class L and the Class L4 vehicles are the same rate and therefore, a refund or adjustment is not warranted. However, as a gesture of concern we have applied a free rental day of points for a Class L4 vehicle on a future rental. This information is available to you immediately by logging into your account via the ********************** website or mobile app.
Initial Complaint
Date:06/13/2024
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.
On May 31st 2024 I rented a 2019 ******** EV (Rental Record *********) by ****, who took photos of the vehicle and deemed it ready to rent. After getting stuck while driving up an unpaved driveway with a gentle incline, we inspected the car further and realized the tire tread was dangerously low. While returning the car to the shop, the back tires slid out during a U-turn (on a paved, flat and wide road) due to unsafe tread. When dropping off the car, we brought the condition of the tires up to the lady working (I believe her name was *****) who inspected the vehicle and acknowledged that it was unsafe. She admitted that we should not have been given the car, and she was sorry that happened, though she offered no compensation or reimbursement. This location and company was negligent in providing me a car that is not street-safe so I reached out to customer relations to request a refund on the rental, they responded and further admitted that the vehicle should not have been rented out, and only offered a $50 rental voucher (which I did not, and will not accept). I paid $263.30 and was provided an unsafe vehicle by a company whose job it is to provide safe and reliable vehicles and I am seeking a refund of the full amount.
Business Response
Date: 06/15/2024
RE: BBB Complaint # ********

Dear Ms. **********,

Thank you for reaching out to us regarding your concerns over the condition of the vehicle you received. All vehicles should be properly cleaned and inspected before rent. As the service was provided, I am unable to provide a full refund. As a gesture of our concern, I have processed a refund in the amount of $83.22 for the Age Differential fee. Please allow 5-7 business days for the funds to show in your account. I truly appreciate you bringing this matter to our attention for appropriate reporting and action on our end. Please have a great weekend!
Customer Answer
Date: 06/17/2024

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:06/13/2024
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 a Hertz gold member ******** almost my entire adult life., My last experience began at *************************** on May 20th. ,Rental ********* 1. We selected a GM from gold level vehicles. After carrying our luggage , we began looking for the key. There was no key and no Hertz staff members . 2. We- transferred all of our luggage to a ********* Within 15 minutes f, while driving on the I95 the vehicle abruptly turned off. at the ********. We were able to get it running again . We turned off all un-needed electronics and Air conditioning to avoid this occurring again. It was of no benefit. Every 5-10 minutes the vehicle would turn off again while we were driving. . We eventually arrived at the Hotel with the hazard lights and driving extremely slow. The following morning, we had a wedding ceremony, so we left the car parked at the hotel r. That afternoon of May 21st we called Hertz. They said they could pick up the car, but we needed to get to the airport ourselves to get another vehicle. I explained that the airport was far Finally, on May 22nd, we went to the Hertz office at *********** and they said they could not change the vehicle . We asked for the office manager and explained the hassle we had already incurred, w. He finally accepted to change the car and gave us a ***** that was. 1/4 tank Extremely dirty The front passenger window did not close past 75%. to avoid going back going back to the airport we took the car and used it during the last four days of our trip. It was Noisy, uncomfortable ,dusty, and wet during the occasional Miami Rains As a loyal Hertz customer , I am angered and dissatisfied by the experience ***************************
Business Response
Date: 06/15/2024
RE: BBB Complaint # ********

Dear Mr. ***************************,
Thank you for reaching out to us regarding your complaint. I appreciate the opportunity to investigate this issue for you today. I am sorry that you had issues with your vehicle at pickup and on rent and has to exchange the vehicle. All vehicles should be properly cleaned and maintained to provide the best customer experience. Please rest assured your concerns will be forwarded to the appropriate management for corrective action. I have reviewed your account and do see that the replacement vehicle was driven ***** miles, so I am unable to offer a refund of rental rate. As a gesture of goodwill, I have added 950 Gold points to your account, the equivalent of one free rental day. Hertz values its customers experience and I hope this does not deter you from renting with us in the future. Have a great weekend!
Customer Answer
Date: 06/17/2024

Complaint: 21844210

I am rejecting this response because:=
- We drove the first car in A very risky and unsafe the situation due that it started to stop every few minutes in the i95 highway
- Someone is playing with the mileage driven in the second car. WE DIDN T DRIVE MORE THAN 60- 80 MILES. Please check .We don"t drive 1000 miles in a year.
-wE ARE JUST A SEMI RETIRED COUPLE, that in more than 30 years as Hertz customer, never had a complaint
,- Your answer is very sad, and part of it look like a blue print or shell text,,,Maybe you have to answer to dozens of complaints,But that isn't an excuse for your poor answer and worst understanding of what happened to us .Huge mistake
- We will escalate this case, with ********************* your Executive ******************** and Customer Experience Officer and if needed with your CEO....... Depending the answer we will study if we go to public with the Miami herald, SpanisH TV, and Radio and others media

All the best

Sincerely,

********************************
Business Response
Date: 06/19/2024
BBB Case 21844210
RR No: 148801542

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

Upon further review, I was able to issue a one-time 25% refund of $136.49 to the card on file as a gesture of goodwill. Please allow up to 7 business days for the funds to post to your account.

Thank you for contacting us.
Customer Answer
Date: 06/20/2024

Complaint: 21844210

I am rejecting this response because:
Thank you, BUT NO
Sincerely,

********************************
Initial Complaint
Date:06/13/2024
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 4/17/2024 I rent a car in Ft Lauderdale for a total of 3 days returning it the morning of 4/20/2024. When I reserved this car online I was told the total for the rental and the confirmation is attached that it would be $157.26. Upon arrival at the airport the total of the reservation rose to $297.87. A $140.61 difference!! I was in ******* alone and didn't want to argue the price after traveling all day and took the car. I traveled a total of 118 miles. I delivered the car back to the airport on the morning of the 20th at which time my car was inspected by a worker both INSIDE and OUT. I was told I was good to go. There was NO mention of any smoke smell or anything at the time because there was NONE. I DO NOT SMOKE! A week later I was hit with a $400 charge and and told I was smoking in the car and they had to clean it. WHAT? I do not SMOKE. NO ONE when they inspected the car said I did. NOW after the fact with no way to fight anything they are just going to say I did and tell me I have to pay this charge because the car needed to be cleaned. I DIDNT GO ANYWHERE with the car. *** I asked in correspondence if this is their policy and they need to SEND the car out for extra cleaning that costs this much money then please provide evidence then that they needed to do this. Provide me evidence of the proof of smoking of the so called ashes I supposedly left since they are accusing me after the fact of something that should have been readily seen when their attendant entered my car and told me I was OK to go! Hertz stopped corresponding with me and hasn't said anything more they are insisting they are correct when they are not and it isn't fair that I have no recourse but to **** up the fact that my $157.26 car is now $706.67!! For a single girl who wanted to see her friend for her birthday WHO DOESNT SMOKE! Do I need a note from my doctor? I paid $6 a mile. I paid more for the rental car then my FLIGHT to go down there. I want $549.41 dollars refunded to me!!!
Business Response
Date: 06/17/2024
RE: Complaint ID # ********

Dear **************,
Thank you for reaching out to us regarding your concerns with your bill. I have confirmed with the location that there was smoke smell and ashes in the vehicle, pictures attached. The vehicle was not checked in until 4/20/24 @ 4am, which is why you have additionally been charged an extra rental day. No billing adjustment is warranted at this time. I appreciate you allowing me the chance to investigate your complaint. Please have a good week!
Customer Answer
Date: 06/18/2024

Complaint: 21843720

I am rejecting this response because: It is a load of incorrect information. There are no pictures attached because there are none. It states in your policy attached that if there is an attendant available they will inspect your vehicle and let you know of the charges, an attendant inspected my vehicle and let me go saying it was OK. You are also stating that I kept the car a day more than I was supposed to, this is also incorrect. I actually returned it an hour earlier than needed. I have attached proof of all of this. I was over charged on the initial rental and then bogusly charged a $400 cleaning fee and I am not getting any adequate responses other than blanket responses with no consideration to what I am providing of proof of the over charge from my confirmation to the actual charge you then gave me at the counter. ALSO IF this was even true that I smoked and it isn't you should have to provide proof that your car was truly out of service and that you incur such a cost to charge someone such an outrageous amount of money.

Sincerely,

*******************
Business Response
Date: 06/19/2024
BBB Complaint: 21843720
Rental Agreement Number 120043512

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

I appreciate the opportunity to review your concerns. After further review, the location confirmed & provided documentation supporting the cleaning fee. The photos have been uploaded to the BBB portal for your records.

After reviewing the final invoice, I see the rental was returned 04.20.2024 at 4:26 AM. I can confirm you where only billed for 3 rental days as indicated by the final invoice which is included for your records.

We ask that you respect our final position on the matter as we consider it fully addressed. Further requests to revisit this matter will not be considered.

Best Regards.
Customer Answer
Date: 06/24/2024

Complaint: 21843720

I am rejecting this response because: Those pictures to NOT show ashes they show sand from the beach. Also how the heck do I even know that is for sure that's the car I rented? I believe you have myself and someone else confused! ALSO AGAIN straight from the policy that you have provided it states:
When is it determined that the vehicle has been smoked in?
The Instant Return Representative makes the determination if a vehicle has been smoked in. If there is no Instant Return Representative available when the car is returned, the ******* Service Attendant will make the determination.
When will I know if I have been charged the cleaning fee for smoking?
In most cases you will know before leaving the Hertz lot. If no Return Representative is present you will see the charge on your final receipt.
The attendant DID look over my vehicle. THEY SAID IT WAS OK AND I WAS GOOD TO GO!!! I don't understand how in the world that this is still OK to do? I don't think you provided any proof those picture's that could be regular dirt or sand. I can go take a picture of the interior of my car right now that shows NO ASHES OR ASH TRAY because I DONT SMOKE.
For the sake of argument I have uploaded pictures of my personal vehicle that show I DO NOT smoke, there are no ashtrays and also shows a bunch of c*** on my floor that could be called ashes that are NOT ashes. This is ridiculous.
Finally there has been absolutely no response addressing the change in price from my initial confirmed reservation to the price I was presented at the counter. Not once has it been addressed, the only lame attempt at addressing it was to try to say that I returned the car late which was also incorrect so you can make a falsehood about my returning the car late but not one about my smoking? Come on. You guys are the WORST.
Sincerely,

*******************
Initial Complaint
Date:06/13/2024
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 vehicle from hertz car sales on April 5, 2024. The vehicle came with some lights on the traction control and parking break. They had me take to my local dealer to get diagnostic. The car was in and out of the shop for separate occasions the car is currently in the shop. It has been repaired, but the company hurts is now not paying for whatever reason it took one week for the car to be fixed and now it has been one week just for me to try and get the car paid for they agreed to pay for the repairs and now I am not able to get them to pay. I would like for them to pay for the repair and I think its only fair if I get some money back as I bought this car with issues and hurts said they would pay for it and for the last week I have been calling nonstop trying to get the car paid for.
Business Response
Date: 06/15/2024
RE: BBB Complaint # ********

Dear Ms *****,
I am sorry to hear of the issues you have had with your vehicle you purchased from Hertz Car Sales. Can you please provide me with the location from which you purchased the vehicle? I will also need the vehicle's VIN. I will reach out to the location for further information regarding your vehicle.
Initial Complaint
Date:06/13/2024
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.
Reservation Number#K86705625A3 I had a a bad experience with Thrifty Rental which is owned by Hertz. i had a reservation set up with Thrifty. On June 03. I arrived at the ********************* and got to the Thrifty Car Rental Booth and it was closed to go to Hertz. I went to Hertz and the representee stated that they didn't have any car rentals available to come back to tomorrow. (Please Note: there was a car lot full of cars in their area hmmm...)I had to take Uber to my Hotel. And this was ******* the time of a major storm. When I got to the Hotel, I called Thrifty, and they assured me that my rental would be ready in the morning. In the ****** I got Uber to get back to the Airport. when I got back Hertz stated that they didn't have any cars available. (there was still a full of cars) I had to use Uber AGAIN to get back to the Hotel. I had to call around no Rentals available in the surrounding area. AGAIN, Mind this is during the storm. I finally had to get ***** truck to use during my stay, which I had to use Uber to get to the ***** Location and when I dopped off the ***** I had to use Uber to get back to the Hotel. I am very outraged with this experience that I received. I have tried calling **** and Thrifty Rental and Hertz Rental car company but cannot get ahold of anyone. What a disappointment I will NEVER EVER RENT FROM THESE TWO COMPAINES AGAIN. I am seeking a refund for the use of Uber, ***** and ***** gas.
Business Response
Date: 06/15/2024
RE: BBB Complaint # ********

Dear Ms. Annetyte Fields,
Thank you for reaching out to us today regarding your experience. I am sorry to read we were unable to provide you with a vehicle for your trip. 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 compensation from Hertz. I can certainly understand this is not the outcome anticipated; however, we ask that you understand our position as our final decision. Thank you for allowing me to clarify this matter.

Customer Answer
Date: 06/18/2024

Complaint: 21843609

I am rejecting this response because: I do not agree with the Hertz response. I reserved a car with the expectation that I would be getting a car at the airport this is not what happened. I was told to come back in the morning which I did and still they didn't have any rentals which I could clearly see that their lot was full of cars. This is not the way to do business, especially at an airport in a place that I was not familiar with. It was late at night, and I was traveling alone. I felt very uncomfortable and unsafe without a car to go to. I had to call Uber to take to me to the hotel that night not alone to mention it was during a serve storm. I was left high and dry and the representive didn't even care. This is VERY BAD BUINESS i cannot believe how I was treated. I am still requesting a refund of $155.29 for everything that I had to pay to use alternative methods. I WILL NEVER RESERVE FROM HERTZ AGAIN!!!!!!!!!!
The definition of reserve: a to hold in reserve: keep back reserve grain for seed b to set aside (part of the consecrated elements) at the Eucharist for future use c to retain or hold over to a future time or place:
2 to set or have set aside or apart

Sincerely,

***************************
Business Response
Date: 06/24/2024
Complaint ID: ********
Res#: K86708625A3

Our rental location has advised due to a bad storm in the area they had customer's who extended their *********************** which prevented them from being able to provide vehicles for confirmed reservations. We apologize for any inconvenience this may have caused. Your rental rate for the Thrifty reservation was $66.36 per day. Your receipts minus your fuel receipt is $104.22. While we are unable to reimburse you for the alternative transportation as it was less than what you would have paid to Thrifty, as a gesture of apology we would like to mail you a $100.00 rental certificate to use towards a future rental. Please provide your mailing address so that we may mail you the rental certificate.

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