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

7,213 total complaints in the last 3 years.
2,265 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:05/30/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car from hertz in ********************************** on 4/11/2024. There are two issues I have with the transaction:1- I was charged for insurance even though i informed the worker that my chase credit card covers it (not my first rodeo)2- The rental broke down at 11 PM the same day and I ruined my travel plans.Details:For #2, I called the company the next day to tow the car. I called customer service and they gave me a long expected towing time and I decided to tow it the next day anyways since i was not in a hurry. I already used another rental car from a different company. I was offered partial refund but I'm asking for a full refund for the hardship caused by renting badly maintained rental cars References Hertz case # ********
Business Response
Date: 06/04/2024
BBB Complaint: 21779660
RA: 116438873
This is in response to ****************.
Thank you for contacting us regarding this matter. Upon further research into this complaint, we have found that a full refund for this rental in the amount of $642.74 is valid. I have issued this back to the card on file. Please allow 5-7 business days for this to reflect.
I do apologize for the inconvenience this has caused you and your travel plans.
Thank you for allowing me to assist in this matter.
Customer Answer
Date: 06/05/2024

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:05/30/2024
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.
Formal Complaint and Request for Resolution - Reference Confirmation # K8722734350 and K8731496C6 Dear BBB,I am writing to formally submit a complaint regarding a recent experience with Hertz rental car company. On May 29, 2024, I booked a car rental for one of my employees using my credit card with confirmation number K8722734350. However, upon arrival at the counter, the reservation could not be honored due to a discrepancy with the credit card.After rebooking the rental under confirmation number K8731496C6, I contacted **************** and spoke with Bao T for a half an hour seeking a resolution to the issue. Unfortunately, Bao T completely brushed me off, laughed at my request for a solution, and directed me to go to ******* and deal with the person at the front desk.In addition to the financial inconvenience caused by the rebooking and increased rental costs, the disrespectful and unhelpful behavior exhibited by Bao T only added to the frustration and dissatisfaction with Hertz's customer service.I am requesting that ********************** honor the original price of the first reservation on the second rental, adjusted for the increase in cost, and provide a refund of the $67 cancellation fee. Furthermore, I believe that Hertz should address the unprofessional conduct of their **************** representative and take appropriate action to ensure that such behavior does not occur in the future.I kindly request your assistance in resolving this matter and ensuring that Hertz provides appropriate compensation and addresses the customer service issue.Thank you for your attention to this matter. I look forward to a prompt and satisfactory resolution.Sincerely,********************
Business Response
Date: 06/14/2024
Complaint ID: ********
RR#: 153666306

Thank you for contacting us. Please accept my apology for any inconvenience caused. A review of our records indicates our **************** team had agreed to refund the upgrade fee this morning (06/14/24) via a telephone call. I have corrected the rental rate to the rate on the original reservation. The total refund is $201.07, please allow up to 7 business days for the refund to post to the credit card used for the rental.
The remaining charges are for the optional coverage's and a fuel charge as the vehicle was not returned with a full tank of fuel.
Customer Answer
Date: 06/14/2024

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:05/30/2024
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 card they took 226 dollars then canceled the reservation then charged my card again for 218 dollars and canceled the rental again Im stuck with no car now no credit card because they maxed it out and wont release my money
Business Response
Date: 06/10/2024
BBB Case ********
Res No: K8730768127

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

I have received confirmation that you were able to receive your money back and no longer require assistance.

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

Complaint: ********

I am rejecting this response because:I missed two days of my vacation due to not having a car . I almost missed the party we were going to attend . Yes I got my money back 14 days after . I feel that it is unprofessional for them to take money from someone and not deliver the car . Not only one time but charged me twice

Sincerely,

***********************************
Business Response
Date: 06/14/2024
Complaint ID: ********
Res#: *********** and ***********

I sincerely apologize for any inconvenience caused. As a gesture of goodwill I am mailing you a $50.00 rental certificate to use towards a future rental. Please allow up to 10 days to receive the rental certificate in the mail.
Initial Complaint
Date:05/30/2024
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.
Hertz has been the most disappointing car rental company I've ever used. I prepaid $159.25 for my rental (reservation number *********), only to find out upon arrival that there was an additional $200 hold, essentially doubling the cost. This practice feels like a scam, as I've never encountered it with other rental companies.After a long wait to pick up my car at midnight, I was given no guidance on returning it, resulting in a rush to catch my flight from a different terminal. Despite assurances that the $200 hold would be released within 24 hours, it's still on my account weeks later, despite contacting my bank as advised.Attempts to reach Hertz for clarification have been frustrating, with long wait times just to be hung up on by your IVR and inconsistent information from customer service and social media responses. To add insult to injury, I was charged a $19.98 convenience fee on top of a $9.96 toll fee without prior notice.I demand the immediate release of the hold and the waiver of the toll and convenience fee due to the inconvenience and wasted time caused by Hertz's policies.
Business Response
Date: 06/03/2024
BBB Case 21778731
RR No: 142676321

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

We apologize for any confusion caused regarding our Authorization Hold requirements at the time of rental. All customers are required to show a valid drivers license and credit card at the time of ************************* addition, an authorization hold of the approximate total charges plus up to $500.00 will be held on the charge card at the time of rental. This information is displayed on our website as well as during the booking process and ultimately must be accepted in the Rental Terms & Conditions before the reservation can be confirmed. Our records show that all authorization holds were released on 05/12. Once an authorization hold is released, it is the responsibility of your financial institution to release the funds back to your account. The amount of time this takes is dependent on your bank. Please be advised that you will need to reach out to your bank directly for further assistance.

Thank you for contacting us.
Customer Answer
Date: 06/04/2024

Complaint: 21778731
I reject this response because it doesnt address all the issues. The hold has finally been released from my account, coinciding with an official letter from Hertz confirming the release, which I don't think is a coincidence.

However, you haven't addressed the issue of the toll and convenience fee. I intended to dispute this charge because I was told that any tolls would be charged to the card on file. No one mentioned a $19.99 fee, which is exorbitant given my toll was only $9. Charging double the toll in fees is unacceptable.

Furthermore, after the hold was released, Hertz charged my account for this fee, indicating that you have control over the hold release. I had no intentions on paying this fee without discussing this with someone. This is another reason I refuse to pay it. I've had numerous issues with Hertz, including being on hold for over a hour just to be long hung up on, unhelpful forms, and inconsistent information from different Hertz representatives. This poor service led me to file a complaint with the BBB.

Your company needs to acknowledge that this is not the experience customers should have. Given the negative reviews of your MCO location, its clear Im not alone in my dissatisfaction.

Sincerely,

*****************************
Business Response
Date: 06/13/2024
BBB Case 21778731
RR No: 142676321

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

All of our vehicles are enrolled in PlatePass. This is activated by the license plate or sticker when driven through a video toll. If you are in an area that requires a physical transponder, this will be located in the black box on the windshield. It will need to be completely exposed to be properly read. The tolls are billed to you by the license plate and will show up within a few weeks after the vehicle is returned. You will be charged for the toll(s), plus a $9.99 administration fee(s) for each calendar day a toll is used. While I regret this is not the desired outcome, the toll charges are valid and will stand.

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

Complaint: 21778731

I am rejecting this response because:
I am formally reject your response regarding my recent car rental experience. I had expected a straightforward and hassle-free rental process at the prepaid price, but my experience was far from satisfactory.

Firstly, I did not have a friendly check-in process. According to your website, the ***************** is optional, and I did not opt in for it, as shown in the attached documentation. However, it was automatically added to my bill. If this fee is automatically applied, it should be clearly itemized along with all other charges at the time of booking. This lack of transparency seems like a way to mislead customers.

Furthermore, my ********************** agreement mentions nothing about a $9.99 daily fee, only tolls up to $42. Given the numerous issues I've encountered with your company, it would be reasonable for you to waive these charges. Unfortunately, this experience seems indicative of Hertz's customer service approachciting various policies without genuine concern for customer satisfaction.

I request that you remove the $9.99 daily charges immediately. If this matter is not resolved promptly, I will escalate my complaint to the media, which, based on the thousands of negative ****** reviews about the MCO location, will likely result in significant attention and support for my case.

Sincerely,

*****************************
Initial Complaint
Date:05/30/2024
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.
************ Case no# ******** Rental record no# ********* Long story short, I rented a car months ago and the car has issues with the brakes. I contacted hertz where they notified me that a tow truck would pickup the car and i was free to go if it was parked safely. Therefore i left, months later i start getting billed by hertz, thousands of dollars stating i returned the car months later even though i was told to leave the car there as a tow truck was coming for it from a hertz representative. Everytime i email hertz about it i keep being told they contacted the specific location and to wait for a response. Its now been months, mind you i am billed several thousands on my credit card! This is unacceptable. Any help will be greatly appreciated!It says i rented rhe car on 12/28/2023 and returned on 03/04/2024. Doesnt even make sense i only had it for about a day or two i need this amount credited back and some type of compensation ASAP.
Business Response
Date: 06/04/2024
Complaint ID: ********
RR#: 833995234

Please accept my sincere apology for the billing error related to your rental. After a thorough review we have confirmed you are due a refund. I have issued a refund for the extra days, applicable taxes and fees in the amount of $6,205.47 to your credit card. Please allow up to 7 business days for the refund to post to your account.
It is our hope you will allow us another opportunity to demonstrate the quality service you expect and deserve. To that end, I am mailing you a $200.00 rental certificate to use towards a future rental. You will receive this in the postal mail within 10 days.
We understand this experience will have impacted on your faith in Hertz. However, we do want to assure you that its not in keeping with the service we are renowned for, and we hope to have the opportunity to serve you again soon.
Initial Complaint
Date:05/29/2024
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 from Hertz in ******************** for vacation. I picked the car up on a Saturday at 10am and was informed if I brought the car back earlier than 10am on the day it was to be returned they would take money off. I left for vacation that Sunday and as I was driving the brakes were bad because it needed break pads. I called on Monday because they were closed Sunday and the woman who answered said what do you want me to do about it Im not even in the office. So I had to use a car for my entire vacation with faulty breaks. I then dropped the car off early and never got my refund. I filed a complaint with Hertz who then only said we will talk to the Manager of that store thats all they did. I never got my refund or anything else this is my rental number K8042917968
Business Response
Date: 06/02/2024
Complaint ID: ********
RR#: 121744696

Thank you for contacting us. I'm sorry to learn you experienced problems with the vehicle during your rental. We understand that on rare occasions, situations will arise with vehicles where customers will need our assistance. When this occurs, our Roadside team works to locate a vehicle exchange and to have our customer back on the road as quickly as possible. A review of our records indicates you did not contact our Roadside team to advise of any issues with the vehicle. In regards to your rental charges, please be advised your rental was prepaid for pick up on 04/20/24 and return on 04/27/24, these are also the dates you had the vehicle, therefore no refund can be provided. Attached is your rental receipt.
Initial Complaint
Date:05/29/2024
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.
Rental ********* Overall, my experience with Hertz in general has been rotten. This particular site keeps sending holds on my card despite the fact that I turned the car in two days ago. It is impossible to get anyone on the phone. The corporate way of dealing with customers is now primarily through filling out a form and hoping someone will contact you. This is for any and all issues you may face. When you return the car, there is no acknowledgement that you did so, you do not get a receipt, and if you want one you have to fill out the aforementioned form. I called yesterday and spoke with a person after 20 minutes of hold time, and was told that the site had not closed out my rental, and that this issue would be escalated so my card would not continue to have holds sent to it.
Business Response
Date: 06/02/2024
Complaint ID: ********
RR#: 150621295

Please accept my sincere apology for the additional authorizations/hold placed on your credit card due to the delay with your rental being closed. I can confirm the rental is now closed and the return was backdated for the correct date. The additional holds were released and attached is your final receipt. Again, we sincerely apologize for any inconvenience caused.
Customer Answer
Date: 06/03/2024

Complaint: 21777115

I am rejecting this response because: I am the one who had to escalate this to resolution by calling every day and spending over three hours on the phone to get someone to help. Hertz did absolutely nothing to close out the rental even after I spoke to three different representatives and being funneled through a circle of automated messages on every phone number I was able to find to try to speak with someone. This is not acceptable. I expect some sort of goodwill for the personal time I had to spend too resolve this because Hertz does not know how to run a business.

Sincerely,

*******************
Business Response
Date: 06/10/2024
Complaint ID: ********
********************** RR#: 150621295
This correspondence is being sent in response to *******************.
We apologize for any concern or inconvenience caused to you by the delay in when your final invoice was generated. While not always, in some instances it may take up to 7 days for a rental contract to be closed out after the return. In this case, your rental was returned on 05/27/24 and the final invoice generated on 06/01/24. While we understand this caused concern to you, this was within the standard time frame for the invoice to be closed out.
Initial Complaint
Date:05/29/2024
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 Feb 1 2024 a driver with one of your rental cars rear ended me. I started calling Hertz on Feb 14 2024 to get help. I have gotten the run around with ZERO help. Never a return call. My current claim number is 1m01m013703964. I will not turn it in to my Insurance because then it shows a claim and I would have to pay my ****** deductible. I believe the driver never contacted you in regards to this event. I have called many many times to no avail. I provided a police report the very first time I reached out. Please make this right. It's been 5 mos. This is not ok.
Business Response
Date: 06/04/2024
Complaint ID: ********

Thank you for contacting us. I have reached out to our Claims team for an update. They have advised the claims agent will contact you directly to assist with this matter.
Customer Answer
Date: 06/04/2024

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:05/29/2024
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.
August *****th 2023 I returned the car intact. Hertz then proceeded to pay off a demander who is committing insurance fraud without a proper investigation (did not ask for photos or videos from my end) and is now demanding that I pay for $3,800 for damages to a car I did not cause.
Business Response
Date: 06/04/2024
The claim was handled accordingly and within claim guidelines based on information obtained during claim investigation
Initial Complaint
Date:05/29/2024
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 from this location 5/18 - 5/20 for a short trip to ********** **. The drive was only 4 hours there and 4 hours back. Upon picking up the car. which is my first rental ever the car was in rough shape. There was dust and grime all over the inside of the car, the dash monitor was sticky and smeared so severely there was a haze. On the back of the passenger side front seat was mud - assuming the prior renters had kids sitting in the back - for this trip it was just my boyfriend and I. Under the seats we found dried up old fries and other old food items. There was even a warning on the dash that the car required service soon. As a first time renter I didn't think to take photos of these issues, I wanted to get to my destination. As I drove my boyfriend wiped down the monitor and dash for me. Before returning the car we stopped and vacuumed the car and cleaned the interior, we returned the car cleaner and in better condition than how we picked it up. Hertz has charged me for a smoking fee when I did not smoke in the vehicle, and they are also accusing me of causing damage to the exterior grill. The return supervisor walked directy to said damage, and pulled this broken piece up. It looked as if it was already snapped on one side, she was aware of it and to blame me she moved it to look like new damage. There was no damage to the bumper so it doesn't make sense there would only be damage to the one piece on the grill. The return processor didn't even notice this damage on his walk around, but the supervisor went directly to it, leaned down and moved it. I believe this car was poorly cleaned and even damaged by the person who "cleaned it" prior and instead of the employees taking fault of the damage, they blamed me. I am asking for my deposit and any extra I paid for said smoking / cleaning fee to be refunded and for the claim of the exterior damage to be dropped as I am already disputing the charges with my bank and PURCO on the said exterior damages.
Business Response
Date: 06/06/2024
Complaint ID: ********
RR#: L62877371

Please be advised our ********, ** location is a independently owned licensee. We contacted them for information regarding your rental and they provided the response below.

************** did in fact rent a vehicle between the dates of 05/18/2024 - 05/20/2024 on rental agreement L6287737 1. ************** was originally charged the standard cleaning fee of $400 for smoking in the rental vehicle. However, ****************** credit card was declined (see attached) the agent opted to take the loss and charge $200 for cleaning. Upon, further inspection of the rental vehicle, damage was found to the front grill of the rental vehicle. At which time the agent requested ************** to fill out an incident report (see attached). Upon reviewing for this complaint, we found that ************** was in violation of the rental signed by ************** on 05/18/2024 (see attached signed rental agreement and terms and conditions) for unauthorized driver. Please see attached photos for the vehicle exiting the rental facility with no damage and entering with damage. ************** is NOT driving the rental vehicle in the photos attached.

In conclusion we will be holding ************** responsible for the cleaning fee charged for smoking in the rental vehicle, as well as the damages to the rental vehicle. No credits will be given. Also, ************** will be unable to rent from the ********/****** owed Hertz/Dollar/Thrifty rental locations in the future due to contract violations.

Customer Answer
Date: 06/07/2024

Complaint: 21776431

I am rejecting this response because:
The cleaning fee, If my card was ever ran for $400 for the cleaning fee this would have been done without my knowledge. When I was accused for smoking in the car, after talking with the Returns Supervisor about the issues, she was the one at that time who offered to take the fee down to $200.
Per my discussion with said supervisor I asked her where in the agreement does it say any specifications on how the smell is caused and she advised the agreement says the car is to be returned in the same state as it was picked up. There is nothing that indicates that any odors from you or your belonging that linger in the car would be enough to be billed for smoking.
As I did not smoke in the car, and in fact the car was returned to hertz Cleaner than how I received it. I would like a break down of why it would cost $200 to clean the interior further as there would be nothing to clean other than this apparent odor of smoke. I am also requesting information on the prior renters and if any of them smoked and were charged said cleaning fee.
I am requesting information on who cleaned the car prior to pick up, and who signed off on it as the car was not clean in the interior and this inspection prior to my pickup also missed that the car had a
Service Engine soon required warning on the dash.
I am asking for physical evidence of me smoking in the car, smells can be subjective on intensity. If a non-smokier is around or in a space where 2 smokers has been, how can they be sure the smell was not just a lingering smell from us and our belongings VS actual smoking in the car.
There was no smoking in that car at any point.

For the damage accusation. I did not cause damage to the car and that was noted in the paper I was forced to fill out. That document is invalid as I and the return supervisor wrote the damaged part was the Front bumper there is NO damage to the from bumper, the damage is to the grill.
I would like to footage of this supervisor ******** said accused damage, and how she would know there was this acute damage to the grill prior to reviewing any footage.
She went directly to that damage and flipped the piece up to dislodge it further.
I am also asking to see a close up of this grill as we pulled out of the lot and how it looked when we pulled back into the lot.

As for the unauthorized driver. -I rented this car on Priceline, when booking at no point did Priceline give any space to include another driver. I confirmed this by looking on the app, and I also called Priceline to confirm this
The insurance I purchased with Priceline for the rental said all drivers are covered Then at the time of pick up, its obvious we have never been there, and never rented a car before. We parked in the wrong area, we walked to the wrong area to check in, as there isnt even a sign that indicates where the entrance is. My boyfriend was with me when I was filling out the paperwork and at no point did the hertz employee ask if he would be driving at any point and if so they need his information. I had advised that this was my first time renting and asked if there was anything I needed to know and I was dismissed. I would believe it would be the check in Hertz employee to verify information if they felt like it was missed. Why would we knowingly break the agreement by having him drive when he was the one who drove off the lot and back onto the lot. If I was trying to get away with anything, certainly he would not have been driving as we exited and entered.
I am not a Hertz employee, it is not my job to know your policy and vague rules off the top of my head not is it my responsibility to verify information the company needs. If there was a clear space for me to add him as a driver in anything I signed I would have put his name in. The receipt I have is the same as what was attached by hertz, it's ridiculous to accuse me of anything as nothing was brought to my attention on the paper I signed, nothing was verified by the employee so I was not even ***** a chance to provide that information. If there was an opportunity Givin to me to include his name or information please show me where that would have been. I guess I need to work on my mind reading skills..
I feel like this was a full bait and switch situation and I was taken advantage of because they knew this was my first time renting.

The employees have been nothing but rude, unincorporating and unprofessional. As I was asking questions to the claims employee, I was hung up on both times while asking questions.
This is clearly a trend at this location per their very low review score on Google.
As I already had no plan to ever rent from this location again, I appreciate being banned.

Sincerely,

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

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