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

7,220 total complaints in the last 3 years.
2,270 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:06/03/2024
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 31, 2024, at 12:00 PM, at the Hertz rental car **********************, my Family was the victim of price gouging when we cancelled our reservation at Budget rental car and moved to the Hertz counter. Budget had a 2 hour wait for vehicles; there was a short wait at the Hertz counter. Hertz knew this and took advantage of their open counter to charge us 3 times the price of a same-class rental. $984.00 for a five-day rental is absurd- and that it was 3 times the cost of a comparable rental at Budget proves this. We are looking for a price adjustment and an apology for Hertz knowingly taking advantage of the extended wait at Budget to overcharge customers who simply changed their reservation and moved over a counter so they could get to a Family obligation on time.
Business Response
Date: 06/11/2024
BBB Case# ********
RA# *********

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

I sincerely apologize for the inconvenience you have experienced. In a review of our records, I can confirm that the rate you were given was what the current walk-up rate was at the time you rented. When a customer enters a contract without a reservation the customer receives what the current rate is at the time. With this information, it was confirmed you were charged the correct rate.

Thank you for contacting us.
Customer Answer
Date: 06/11/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. I wish to close the matter despite rather ridiculous rate charge, and will just avoid Hertz in the future.

Thanks,

***************************
Initial Complaint
Date:06/03/2024
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 6/1/24 at hertz at **************** I waited 1 hour and 30:minutes to get car and I received ****** Corolla 2020 license plate ****** Florida state at ******* the was not washed and dirty I drove to ********* at ******************************************************************* and the car locked me out due to remote died and the manual key did not work and the key got stuck into the keyhole.. I called hertz customer service at ************ ********************** confirmation number K87543032F2 and requested a tow I stood there from 11am until 3:44 pm. I was stranded for 4 hours and 44 minutes- I am 60 years old, arthritis in my legs, high blood pressure and was told by hertz I could not leave the car until the tow arrived case + ******** the tow truck arrived redhook recovery towing. My family plans out of state was ruined my weekend was ruined because my legs were in pain.
Business Response
Date: 06/19/2024
BBB Complaint# ********
Rental Agreement# *********
This is in response to *********************************
After further review of the rental agreement, the customer was provided with a full refund for their trouble in the amount of $130.39 on 6/17/24. The customer will receive the funds back into their account within 5-7 business days. As a gesture of goodwill, we have mailed a $50 certificate for their experience with the vehicle. The customers case number for the certificate is 22572759, and it will arrive by **** within 3-4 weeks.
Thank you for contacting us.
Customer Answer
Date: 06/20/2024

Complaint: 21792665

I am rejecting this response because: $50 does not cover me missing a family event. I want free car rental for a couple of days

Sincerely,

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

Dear ******************,
Thank you for your response regarding your concerns with your recent rental. We understand the inconvenience this may cause and appreciate your understanding and patience. After thorough review, all rental charges were refunded, totaling $130.39, in addition to one $50 certificate. We appreciate for your understanding and respect for our stance on this issue, as we believe we have made an effort in good faith to find an agreeable solution for all parties. I appreciate you bringing this matter to our attention for through investigation. Have a great weekend!
Customer Answer
Date: 06/26/2024

Complaint: 21792665

I am rejecting this response because: I missed an out of state family event and I want a free rental of 2 days to now go out of state to see family the horrible customer service of ********************** and wait time I deserve it

Sincerely,

*********************************
Initial Complaint
Date:06/03/2024
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 rented us a dangerous car: we rented a car 5/13/24 from Hertz in ******,**. Immediately noted cigarette odor and a strong sickening masking scent ( toxic allegens). Hertz rental cars are supposed to be smoke free. Manager did not replace car despite being aware of the odors. When driving the car to and along coast of ******, we then noted a discomforting 'shaking' of the car. We eventually found a tire dealer and they found THE *** HAD 4 BADLY WORN TIRES, 2 OF WHICH WERE 'CORDED' and in IMMEDIATE DANGER OF A BLOW OUT (we have photos and documentation). We promptly and appropriately notified Hertz. After a series of misinformation from Hertz, multiple calls to Hertz and hours of our precious vacation time, emergency repairs were made. We then made numerous attempts to contact Hertz while on our vacation and post vacation to seek reimbursement for the significant amount of time we have spent on and post vacation dealing with a dangerous car that should have never been rented out. We have called/spoke with multiple Hertz employees (at the original site of rental, return site in ********, at corporate, etc.), each time only to be place on extended holds, told the problem would be passed onto some one else who would contact us back or excuses were given. We cannot get resolution with Hertz despite multiple attempts to do so nor can we even get connected with someone at Hertz who has authority to deal with our request. Therefore, we are submitting this to BBB.
Business Response
Date: 06/11/2024
BBB Case# ********
RA# *********

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

I sincerely apologize for the inconvenience you have experienced due to the condition of the vehicle you received. Please be assured your concerns have been addressed internally with the appropriate disciplinary action needed and further training implemented.

I have issued a credit in the amount of $177.55 for half of your total invoice billed. This credit has been issued back to the credit card on your account, please allow 5-7 business days for processing.

Thank you for contacting us.
Customer Answer
Date: 06/15/2024

Complaint: 21787018

I am rejecting this response because:
We believe Hertz should provide is with a FULL REFUND, not partial, for at least 3 reasons:
1. For the entire duration of the car rental use, due to the sickening cigarette and masking odors, we were forced to drive with the windows down for ventilation. This created cold, windy and uncomfortable driving experinces whenever we were in the car. We could not rely on the car's own vents due to the odors emitting from them.
2. We lost valuable vacation time getting the car's tires replaced due to urgent safety reasons. The dangerous car with bald and corded tires should have never been rented out in the first place.
3. We tried over a dozen times to communicate with Hertz but never received a return communication from someone with authority to address our case until we submitted the case to the BBB. Hertz demonstrated poor attention to consumer safety complaints and poor customer communication.

Sincerely,

*****************************
Business Response
Date: 06/18/2024
BBB Case# ********
RA# *********

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

We must respectfully decline your request for a full refund, as you had use of the vehicle for the duration of your contract and drove 648 miles. ***** a thorough review of this matter, we stand by our original decision.  Although the resolution is not what you preferred, no additional action is warranted.  We regret we are unable to fulfill your expectations in this instance.
Customer Answer
Date: 06/19/2024

Complaint: 21787018

I am rejecting this response because:
IF you review the records, we DID try to get an exchange vehicle but Hertz told us that we were too far away from them to bring us an exchange vehicle (over 60 miles away). We would have had to drive on BAD TIRES and waste another half day of our vacation to make an exchange for the dangerous vehicle that should have NEVER been rented out in the first place.

Sincerely,

*****************************
Initial Complaint
Date:06/03/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I prepaid for a car to be picked up from the airport for June 1, 2024. Once I went to pick up the car I presented 3 different credit cards in order for them to place a hold on the car and the person working the desk who didn't provide name said we can't accept the credit cards as they were "credit builder cards" so I had to go to a different rental company. I proceeded to call hertz customer service number who said I wasn't charged however I was. I just want the money back as no where on the website did it matter I am unable to use said card for the hold and I lost my reservation through no fault of my own. I just want my money back as it was taken out of my account
Business Response
Date: 06/06/2024
Complaint ID: ********
RES#: K8672687793

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

I sincerely apologize for the inconvenience you have experienced. I have issued a credit in the amount of $283.37 for your prepaid reservation. This credit has been issued back to the credit card on your account,please allow 5-7 business days for processing.

Thank you for contacting us.
Customer Answer
Date: 06/08/2024

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:06/03/2024
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 was given a rental agreement price (attached) and when I returned my rental a few hours early due to United cancelling my flight and changing it, Hertz then decided to charge me 3x the price. Ive reached out to their customer service numerous times about it but a different person always responds with a different response - even though one person told me they would honor the original price. Also, I was given the car by guy at the rental counter but when I returned they charged me 3x because it was premium or something, which they conveniently didnt tell me when I checked out. Absolute scam artists, I want my money back.
Business Response
Date: 06/07/2024
Complaint ID: ********
********************** RR#: 127310061
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 regarding the change in your daily rate. At the time of booking, we confirmed you had scheduled your rental for rent from 04/30 at 12:30 to 05/02 at 16:00 for pick-up and return at ***********. At the time of confirmation, the daily rate of $85.27/per day for 3 days was quoted under your booking.
At the time of rent, the rental contract was provided which outlined the above rate and advised that the approximate total listed is based on the terms of the rental and any changes to these terms would result in a change in the rate. As such, when the vehicle was returned earlier than anticipated and one-way to *************************, the previously confirmed rate was no longer applicable and the new daily rate for 2 one-way rental days was applied. This is a valid charge based on the changes made to the rental terms.
After reviewing your rental invoice, we show that the daily rate adjusted but that you were also billed for a one-way fee for the return to ******************. Therefore, we have processed an adjustment to the daily rate at this time to reflect the original confirmed daily rate of $85.27/per day. This has resulted in a refund of $238.26 processed to the charge card originally billed.
Initial Complaint
Date:06/02/2024
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.
The issue involves an unresolved error that was the result of overcharging me for a trip from 2/22/23-2/26/23. Following them charging me twice for the same deposit of 116/-, and not getting any human on the phone, no email response, onr response to letter mailed, I had to start a dispute with my credit card that the 116/- was not a valid payment. Subsequently, they continued to send me the same bill. and Hertz then transferred the amount to a debt collection agency without ever replying to my emails or letter. When evidence was sent to the debt collection agency in response to about Hertz's error, they never wrote to me again. Though this left a really bad taste, I thought it was the end of the story. Only of find out on a subsequent visit to ********, where we had rented under a subsidiary that I did not know was owned by Hertz, that I was on some sort of a no-fly list and was denied the car after waiting in line for more than an hour. This caused a lot of inconvenience and wasted money, as we had travelled from ** to ** to attend a large family event that we could not attend, thanks to Hertz having made this error. and us having to then find another car rental at the last minute. Following return from **, I sent them an email and so far have received standard committal responses back with no apology, simply stating and re-stating that the matter was not in their hands and with the debt collection agency (which has to date not contacted me since they received the evidence). Strangely, though, they added a line that I was no longer on their no-fly list. This entire episode was not just a lot of money spent but wasted work time needing to attend to this issue which led to many disruptions. It would be nice if they acknowledged their misses and reimbursed me for the entire initial amount (asking to reimburse for the family dinner in ** that we could not attend may be appropriate, but I have no expectations).
Business Response
Date: 06/07/2024
Complaint ID: ********
********************** RR#: 152482013
This correspondence is being sent in response to *****************. Thank you for allowing us the opportunity to review your concerns.
We apologize for any misunderstanding or confusion regarding the charges billed for your rental. Please find copies of your signed rental contract and invoice showing the estimated total charges plus the final charges billed. At the time of rent, the approximate total of your rental was for $219.07 at which time an authorization of $419.00 was made on your charge card. This includes the full estimated total plus the $200.00 security deposit hold. A the end of your rental, the hold was released and the final charges of $219.07 billed. Though released on this date, it will take up to 5-7 business days for the held/pending amount to no longer show on your billing statement. There are no additional charges incurred.
Though the full charges are valid, we show a dispute was initiated with your financial institution in the amount of $102.89 and a chargeback received on 03/19/23. As the amount was a valid transaction, the outstanding balance has been sent to our collections partners for further handling and collection of payment.

Customer Answer
Date: 06/17/2024

Complaint: 21792514

I am rejecting this response because the fundamental issue is that on top of the $219.07 I was ALSO charged on Feb 22 $102.00. I did not owe the $102 and that is what I disputed with my credit card company. The hold is not in issue so I am going to focus on these two transactions - $219.07 and $102.00.
I have attached the transaction records that clearly illustrate the problem.
The attached file named "Feb 22 - Chase Card Charge - Transaction *******.pdf" shows the ERRONEOUS $102 charge.
The attached file named "Feb 26 - Chase Card Charge - Transaction *******.pdf" shows the CORRECT $219.07 charge.
The file named "Mar 6 - Chase Card Credit - Transaction *******.pdf" shows that the disputed amount - $102 - was credited by my credit card company because I was UNABLE to contact anyone or get any response from Hertz so I had no choice but to use the credit card transaction dispute process.
By sending this ERRONEOUS charge to the collection agency and blacklisting me from Hertz and all affiliated companies, you have created hardship and stress. It is very upsetting to be accused of owing money or to be blacklisted and inconvenienced during my family trip. Your company has exhibited very poor customer service.

Sincerely,

*****************
Business Response
Date: 06/20/2024
BBB Case 21792514
RR No: 152482013

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

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.
Customer Answer
Date: 06/27/2024

Complaint: 21792514

I am rejecting this response because:
The response is NOT RELATED to the issues at hand at all. Please respond appropriately to the issues at hand which are:
1. Incorrect billing, and NO response to subsequent email or hard copy requests from me for clarification.
2. Instead, simply sending my incorrectly billed amount to collections a few months later.
3. Putting me on a 'Do not rent' list that caused extreme inconveneinc, due to your error and subsequent silence regarding efforts to resolve the matter (PRIOR to you sending it to collections).
4. When I complained about the 'Do not rent list', following the event that I missed due to your error, suddenly being taken off the 'Do not rent' list, with NO explanation. If truly I had been responsible, then what was your reason for taking me off the list?

The issues on hand have little to do with billing. Please respond to the specific issues that are the subject of the complaint/s. I would really appreciate this.

Uma

Sincerely,

*****************
Initial Complaint
Date:06/02/2024
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made a complaint with Hertz and through this site (BBB) and because of this, HERTZ has permanently banned me from renting from their company and their affiliates instead of looking into the complaint regarding an employer who assulted me
Business Response
Date: 06/07/2024
Complaint ID: ********
This correspondence is being sent in response to a query made by *****************************. Thank you for allowing us the opportunity to review your concerns.
Unfortunately, there were no specific details included in your query and we are unable to locate your rental by name alone. We would like to make a meaningful investigation into this matter but will need more information to do so. Please provide us with your 9-digit Hertz Rental Record number or your 11-digit Hertz reservation ID number (begins with J or K). In addition, please provide your drivers license number and state of issuance so that we may follow up with our rental suspensions team. Once received, we will be able to further review your concerns.
Customer Answer
Date: 06/11/2024
Good morning the rental was for Thrifty which is part of the Hertz and *************** The reservations was from Thursday, September 14 to Sunday, September 17, 2023. The confirmation number was K61126437B1
last year I made a complaint about this car rental through the BBB because one of their employees officially attacked me and snatched my agreement out of my hand. I had to call the Tampa airport police and I called the company at the time I made a complaint with the company they told me that I was not on do not rent list and company and answer that they would look into it forward almost a year later I try to rent with them and when I got to the counter, they said that I was on the do not rent list because I made a complaint through the BBB
Business Response
Date: 06/17/2024
Complaint ID: ********

Thank you for contacting us. After a thorough review, we have reinstated your rental privileges, effective immediately.
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:06/02/2024
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 reserved a Jeep Wrangler for the ******************* on 4/12. The reservation was for the dates of 4/20 - 4/23. I cannot express just how displeased I was and how unprofessional this location conducted themselves. For starters, there was a woman in a beanie cap by the name of **************** believe, working on the right side of the office when I came in to pick up my vehicle who was EXTREMELY RUDE. When I inquired about the charges she said with a nasty attitude if you dont think I can help you, then you can go to another station. Once I finally mustered through the check in with her, I went to the vehicle that she indicated was mine and was ready to leave. When I got to the exit checkpoint, the representative at this station stopped me. She immediately got on the phone, not even mentioning that there was an issue until I finally decided to ask after sitting there for 15 minutes. She claimed that the Jeep I was in (which I reserved days before and ******* indicated was mine) was actually allocated to another customer already. I waited for 45 additional minutes before being able to leave! The manager, **** ***, was just as awful and rude as the representative in the building. He refused to provide names, a phone number for me to file the complaint, and had no regard for the fact that this hold up was a complete inconvenience. I ended up missing the event I even flew in for! I tried to handle this matter with Hertz themselves, and got nowhere. I have emailed both customer relations and the executive customer service team and neither have had the decency to respond. I have emailed over 10x since April and still, nothing. Apparently Hertz has no managers on staff if you call the ***** number nor does their escalation team have a phone number which was told to me by a representative when I called. I am disappointed to learn this is how Hertz does business. I wont be renting from here ever again. My RR number was ********* and reservation number was K8262181369.
Business Response
Date: 06/13/2024
BBB Case 21791626
RR No: 121814070

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

I apologize for the impression our agents left with you on this busy travel day. Rest assured your feedback has been forwarded to the appropriate management over this facility for an internal review. As a gesture of goodwill, I have issued a 15% refund of $49.66 to the card on file. Please allow up to 7 business days for the funds to post to your account.

Thank you for contacting us.
Customer Answer
Date: 06/13/2024

Complaint: 21791626

I am rejecting this response because: respectfully, I paid $331 and giving me back $50 will not make me whole. I missed my ENTIRE EVENT because of the incompetence of your *********** staff and the fact that you want to refund me a measly $50 shows me my complaint isnt being taken seriously which is quite frankly, insulting.

Sincerely,

*********************
Business Response
Date: 06/19/2024
BBB Case 21791626
RR No: 121814070

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

After a thorough review of this matter, we stand by our original decision. Our records confirm you kept your rental for the duration of your contract and drove 921 miles. ************* your daily rate was $49.58 and a previous refund of $49.66 was issued on 06/13/2024. Although the resolution is not what you preferred, no additional action is warranted. We regret we are unable to fulfill your expectations in this instance.

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

Complaint: 21791626

I am rejecting this response because it is not sufficient seeing that Hertz solely made me miss the event I purposely flew into town for. The hoops I had to jump through before finally resulting in contacting the BBB, is ridiculous. If this is how Hertz has decided to do business please know I will not ever be renting with them again and I will strongly discourage others to rent from Hertz as well. The fact that the decision made was held firm lets me know that my complaint wasnt taken serious in the first place and the refund provided was just to say something was done. I cannot express how dissatisfied I am.

Sincerely,

*********************
Initial Complaint
Date:06/02/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car through Hertz from 1/2/24-1/7/24 for which I paid $261.31 which came out of my account on 1/7/24 (I have proof through my credit card statements and have also received proof from **************** that I have forwarded to Hertz via email). On 5/28/24, while attempting to rent a car for a work trip, I was shocked to learn that I have been placed on Hertz do not rent list. Not understanding why this was happening, I called the suspensions department who let me know that I needed to pay $261.31 in order to be cleared. However, I have already paid this money and I was NEVER notified of any issue with my account. As previously mentioned, I have proof from **************** that this money was paid. I was severely inconvenienced, embarrassed in front of my colleagues, and unable to get my rental for work. No one has helped me, even after numerous phone calls and an email sent. I am seeking a resolution for the inconvenience and injustice of this matter as well as compensation for the troubles. The rental number associated is: *********.
Business Response
Date: 06/12/2024
Complaint ID: ********
RR#: 835506324

This is in response to ***********************-Rangel

I regret the inconvenience this matter has caused you. After reviewing our records, I am showing the payment of $261.31 was disputed and a chargeback occurred. I recommend contacting your credit card provider to further inquire about this matter.

Thank you for contacting us.
Customer Answer
Date: 06/18/2024

Complaint: 21790705

I am rejecting this response because I have called [almost] daily since the incident first took place and have not received any assistance. Instead, your staff has hung up the phone on me, promised me call backs which were never placed, and wasted my time. I have spent time with my bank, ***************** who has assured me that there is NO chargeback to my account. They have provided me with the following number for their merchant customer service line and have asked that ********************** call them directly at ************. I have spoken with ******, a Hertz supervisor/manager, who assured me would call **************** to sort this out, but I have yet to hear from him.

I am requesting that Hertz call **************** at the number provided (************), sort out this issue, call me back *************) to clear everything, apologize in writing for the MANY inconveniences, refund me the amount of $261.31, and provide me with rental credit of double the amount I am being accused of not paying ($522.62) for the troubles I have been made to endure.

Sincerely,

************************************
Business Response
Date: 06/20/2024
Complaint ID: ********
RR#: 835506324

Please accept my apology. We have reviewed our records and noted you spoke with our ************************** on 06/19/24. You were advised the rental suspension is now removed and also provided ***** points to your Hertz Gold account as a gesture of apology. We sincerely apologize for your experience.
Customer Answer
Date: 06/25/2024

Complaint: 21790705

I am rejecting this response because: I appreciated the phone call from ********************* from *********************** as she was the first helpful person in the 3 WEEKS after this preposterous situation. However, upon reflection, I feel it would be fair to increase my Hertz points from 1900 to 3800. In the time I was unfairly placed on the "do not rent" list, I was scheduled to rent two vehicles (one in ******* for a week where I found out about this outrageous issue and another in ******** for 3 days) which were not possible due to this situation. The current points awarded do not begin to compare or equate to the adjustments I had to make due to your negligence or to the time and energy I had to spend calling daily to clear your mistake.
I hope to remain a loyal customer and look forward to hearing from you.

Sincerely,

************************************
Initial Complaint
Date:06/01/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car from Hertz and paid it in full before picking it up on 5/24. I returned the car on the night of 5/26. On 5/27th I received a message from Hertz stating that the car was not returned and that I would incur additional charges and would have my rental rights revoked. I called on the 28th and spoke to someone that stated that they would reach out to the center that I rented from to have them close out my file. They said it would take ***** hours for the file to close, and for me to receive my receipt and my deposit refunded. Today is 6/1, and nothing has been done. I called, and I was told that this should be settled within an hour. It's been over 3 hours and nothing has been resolved. Hertz used to be a great company that I trusted in, but the last 3 times I've rented from them, it's been a hassle to get my deposit back, my file closed and my receipt sent to me. It's become more of a hassle having to rent from them than ever before. It's so frustrating that I get told that things will be handled, yet nothing happens. Tmrw, 6/2 will mark 1 full week since the car was returned and Hertz has done nothing to send me my receipt acknowledging that the car was returned, or to release my deposit. Who would want to continue doing business with this company when clearly they don't respect their customers' time or money?! They're extremely quick to send you unwarranted harassing calls, but slow as molasses to do their due diligence and close a file and release their customer's money when all was returned.
Business Response
Date: 06/07/2024
BBB Case 21790040
Reservation Number K8643984548

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

I apologize for the delay and error at the location. They have closed the contract and only charged you for the 3 days. I have attached the receipt.

Thank you for contacting us.

Customer Answer
Date: 06/13/2024

Complaint: 21790040

I am rejecting this response because: the only reason this file was closed and handled was bc I had to physically go to the rental center and do the legwork to have my file closed out myself. Not one person from Hertz's customer service team helped in the matter. While I'm very grateful for the manager at the Hertz rental center that finally helped me in getting this resolved, I do not appreciate the fact that in total I had to waste over 3 hours of MY TIME trying to get this resolved via what should be the normal channel of communication. Correct me if I'm wrong, but this is something that the Hertz customer service team IS PAID to do. It shouldn't get to a point where the customer has to PHYSICALLY go to an office to simply get their receipt and file closed, on their own time. The time I spent resolving this is definitely time that I will not get back. I go with Hertz bc I expect to have a hassle free rental. I don't expect to have to do the job of Hertz personnel.

Sincerely,

*******************************
Business Response
Date: 06/18/2024
BBB Case 21790040
Res No: K8643984548

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

Please accept my deepest apologies for the difficulties you encountered with our customer service team. Please rest assured your comments have been shared with the appropriate management team for an internal review. We appreciate you letting us know about your experience.

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 as satisfactory as possible to me. Hoping you have better training on the topics of proper troubleshooting and true customer service for your customer service personnel. No person should have to go through the trouble I went through to get a receipt and their deposit back.

Sincerely,

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

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