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

7,217 total complaints in the last 3 years.
2,259 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:05/28/2024
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.
In March 2024, our daughter helped us to rent a vehicle on the Hertz website. The rental would be picked up and returned at the ********************************************** in *************, ** on 4/7/2024 thru 4/15/2024. Our rental record # ********* in my name, *******************************, as I was the renter. Our daughter, *******************************, paid this rental for us in full in March 2024 in the amount of $410.38. The weekly rate was $257.17. But before we picked up our rental the weekly rate changed for no apparent reason to $714.45. At the time of our pickup, the original rate was honored and changed then we waited for our refund. When we returned the vehicle, ****** at OKC Hertz was helping us with getting our refund. He tried multiple times but was unsuccessful. Unfortunately, we had to leave to catch our flight home. ****** gave us his general managers name and number, *** @ ************. Our daughter emailed a letter to Hertz managers @ ************************************************* She got no response. My wife has left three messages for ***, to no avail. Then she tried going thru customer service, 5/1/2024. They notified her that a refund was issued to my card number ending 7630 in the amount of $652.23. And that it was going to take 7-10 business days for it to appear on my card. On 5/15/2024, she called customer service again looking for our refund, and they said the check had been issued on 5/10/2024 and not 5/1/2024. So, she waited till 5/28/2024 for our refund, still nothing! So, at that point she called customer service yet again, this time she was told that the refund request was sent over to corporate for approval, first time ever hearing that, and it had to go thru approval at corporate. We are now fed up with this run around nonsense and would like your help to get us our refund owed of $652.23. Thank you
Business Response
Date: 05/31/2024
BBB Case number: 21769892
Res ID or RA #: *********

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

I sincerely apologize for the inconvenience you have experienced. Please provide us with a screenshot of the confirmation email that shows the payment, and the credit card statements from date of payment through current. Once this information is received, we will be able to further investigate this matter.

Thank you for contacting us.
Customer Answer
Date: 06/09/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have only been able to upload five out of twelve files needed, due to your limits. I will need to upload the remaining seven screenshots the company is requesting of us. Please notify me as how I may be able to do this. Until they receive the full requested screenshots for this case, it can not be closed. Thank you.
Sincerely,

*******************************
Initial Complaint
Date:05/28/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a ***** Bolt electrical car ($65.33) for June 6/7 2024 in ****** and the reservation number is #K8644187865 on May 20th 2024 through Priceline. I changed my mind and switched to ***** Spark ($56.43) on May 28th 2024 on Hertz website. The website was a bit confusing and I clicked the "cancel" by mistake. I called the office to ask for help (correct the mistake), but they (**** is the sales rep) asked me to re-book the same ***** Spark. I got a new reservation number, #**********. Hertz website said that I will be charged for a cancellation fee of $47.83 as the reservation was done on May 20th. I'd like Hertz to waive the $47.83 fee as I did my best to fix the mistake.
Business Response
Date: 06/13/2024
Complaint ID ********
Reservation ID ***********

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

I regret the inconvenience this matter has caused you. Based on the information youve provided and after reviewing our records I have proceeded to refund the cancellation fee of $47.83, as a gesture of our goodwill. Please allow 3-7 business days for funds to post.

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

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:05/28/2024
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 was forced to pay a total of $336.09 for a car rental that was supposed to have a guaranteed rate of $163.98, an overcharge of $172.11.I made the reservation online through Hertz (K80522488F5). The reservation documentation is attached, and includes the guaranteed rate of $163.98 with unlimited kilometers, airport concession fee, etc. all included.At the time of pickup, Hertz charged $273.63 to my card, even after I told them explicitly that I decline all additional coverage/extras and specifically requested my guaranteed rate, and even presented a printed hard copy of my reservation. The desk agent's refusal to honor the pre-reserved guaranteed rate at time of pickup placed me in a position where I had no choice but to sign for additional charges, or else place my business in ****** at risk by being left without transportation. My signature in this matter was coerced as a result of a highly predatory situation created by the rental facility. Post return, Hertz charged an additional $62.46. No explanation for that charge has been given, even after several weeks of requesting information about the charge from customer service. I returned the car with no damage and a full tank of gas, and I have video/photos to prove this.All I am asking at this time is that my guaranteed rate of $163.98 be honored. Adjustments or refunds totaling $172.11 ($62.46 for undocumented post-return charge, and $109.65 for the balance over the guaranteed rental charge) will be sufficient to close this matter.
Business Response
Date: 06/13/2024
BBB Case# ********
RR #: F48161142

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

I sincerely apologize for the inconvenience experienced. In a review of our records, I can confirm the $64.28 is a fuel fee. Regarding the other charge in questing please provide a screenshot of this charge from your credit card account for further review.

Thank you for contacting us.

Customer Answer
Date: 06/14/2024

Complaint: 21769768

I am rejecting this response because:
I am providing additional details per the requests in Hertz's initial response.
Attached is a photo of the rental car with a full tank of gas at time of return at *********** (ATT 1). Please provide additional details on why I was charged a fuel fee.

Also attached is a screenshot of my credit card charge for $273.63 (ATT 2). For your convenience, I have also included a side-by-side view with the original reservation listing a total cost of $163.98 (ATT 3). As you can see, the charge to my card exceeds the agreed rate by $109.65.

All I am asking at this time is that my guaranteed rate of $163.98 be honored. Refunds totaling $172.11 ($62.46 for undocumented post-return charge, and $109.65 for the balance over the guaranteed rental charge) will be sufficient to close this matter.

Sincerely,

***********************
Business Response
Date: 06/21/2024
Complaint ID ********
Rental Agreement Number F48161142

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

I regret the confusion regarding the charges billed on your *************************************. In receipt of your inquiry, I reached out to management over our Mexico locations to assist in reviewing your charges. I have been confirmed that the charges billed are valid and the fuel charge has been refunded.

I understand you expect charges to reflect your estimate on your reservation, however it is an estimation and does not always include all taxes and fees.

Thank you for allowing me to address your concerns.
Customer Answer
Date: 06/28/2024

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.
However, you have credited only $57.63. The amount in question was $62.46. As I wish to put this matter behind me, I will not pursue the remaining $4.83.

Sincerely,

***********************
Initial Complaint
Date:05/28/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a car rental through booking.com three days prior to th pick up date and I was told to pick up the car at Hertz in ***********. Upon my arrival booking company told me that they were going to charge me $30 something more dollars for the taxes, when I arrived the Hertz customer service charged me $92.54 , and they told me that the taxes increase everyday which for me doesn't make any sense. I called booking.com and a representative asked to speak with one the hertz customer service but they refused to help and they were extremely rude and non professional with me. They gave me an attitude like if I didn't have a reason to be upset and I believe we all deserve the respect as clients and for this company to be located in an international airport should not have people with no people skills or customer servicer skills.
Business Response
Date: 05/31/2024
BBB CASE#: 21769198
Hertz Res#: ******************* correspondence is being sent in response to a query made by ***********************.

I sincerely apologize for any inconvenience you may have experienced. We regret we are unable to locate the Reservation in question with the information provided. So that we may better assist, please provide us with your 11-digit Hertz Reservation number (this begins with J or K) or 9-digit Rental Record number, along with a copy of your confirmation email showing payment and taxes and fees. Once this information is received, we will begin our investigation as expeditiously as possible.
Initial Complaint
Date:05/28/2024
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.
We rented a van from Hertz on 3/23/24 thru 3/30/24. When we picked up the van, it was filthy on the inside. We went home and cleaned it before using it. We returned the van about 8 hours early, with the same amount of gas in it as we received in it. (It was documented on the keyring the level and we filled to that level. We got the receipt that day for $537.27. That is the only receipt I received. They charged me $59.79 for gas stating it was full when we got it ( and on the keyring there was a sticker clearly stating it was not). I let that go because it isn't worth the effort because they do not answer their phone and I could not get ahold of anyone prior to the reservation for a question. I then saw my $250 deposit was not returned on my card. They charged me $787.27 claiming it was for an "Outside washing". The van was not dirty, cleaned than we received, early and the same amount of gas. I have tried emailing with Hertz, calling and I still do not have any clear answers. They will not answer the direct question just keep saying for an Outside washing. There was nothing in all the agreements that even say it needs washed. I have tried going thru my credit card dispute and thru the company directly. No ansers, and no help. Please help me out. All I want is my $250 deposit back, and now I also want my money back for the gas that I did not receive from them that they charged me for in the amount of $59.79.
Business Response
Date: 06/10/2024
Complaint ID: ********
********************** RR#: 106725356
This correspondence is being sent in response to *************************. Thank you for allowing us the opportunity to review your concerns.
We sincerely apologize for any misunderstanding regarding the detailing charge on your previous rental. As stated in the Terms and Conditions, if the vehicle requires more than Hertz's standard cleaning on its return, Hertz may charge the customer for the actual costs incurred to have the vehicle cleaned.
Hertz vehicles are serviced and cleaned before being assigned to customers. Customers should return the vehicle in the same condition as rented. We completely understand a customer may not wash/vacuum the vehicle prior to return to remove normal road grime, etc. However, pet hair and other similar impurities require more time and detail to remove. In such instances, Hertz will assess a cleaning fee.
The charges for this rental have been reviewed and are correct. Our location General Manager along with our vehicle records confirms the vehicle was rented to you on 03/23/24 and had been fully cleaned and detailed with a full tank of fuel before being released for rental. However, at the time of your return we show the vehicle was returned with less than a full tank of fuel and excessive pet hair throughout.
Customer Answer
Date: 06/10/2024

Complaint: 21768902

I am rejecting this response because: this was the first I heard about why the charge was made. If you read my letter, you would see the van was filthy and I had to clean it prior to use. The hair was there to begin with. And the tank was ABSOLUTELY NOT full. On the keychain was a sticker saying what line the gas was on when we received it. It was at that same level when we brought it back. Still cleaner than when we got it. It seems like all the inquiries I send are automated as no one seems to read what I wrote. I will never us or recommend this company again.

Sincerely,

*************************
Business Response
Date: 06/18/2024
BBB Case 21768902
Rental Record 106725356

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

While I understand this is not the outcome you were anticipating, the charges are considered valid and no refund is due.

Thank you for contacting us.
Initial Complaint
Date:05/28/2024
Type:Customer Service 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.
Key points summarized (please find see file Hertz_complaint-sent for full disclosure).-Towing of rental vehicle due to negligence, lack of action and being ignored (ie. left on read) by rental office, despite years of idem business conduct. Incurred charges >$600CND at no fault by the renter. (see file ****)-Escalation to the district manager, resulting in no action taken, no due diligence, and unacceptable customer service amidst several outstanding matters regarding the rental. (see file *****)-Further escalation to Hertz ******************* resulting in no resolution, blatant disregard and dismissal of investigative action.-Further escalation to Hertz Canada VP, resulting of a proposal to connect in March 2024. To this date, I am still waiting for this reach out; no attempts made from VP, blatant ignoring of messages. (see file CanadaHQ)-Further escalation to Hertz Global HQ; detailed message was sent to their Customer *************** in April 2024. This ***** quotes a standard resolution time of 3-5 business days; I am still waiting to this date with no updates.-During current rental period: was provided was an unsanitary and unsafe vehicle, despite multiple attempts to exchange and resulting in a flat tire. ******** attempts made to remedy the issues, only to be threatened by the district manager, dismissed, and safety protocols jeopardized, establishing a liability. I had to drive >6 hours, in an unsafe vehicle, to another district for them to take me seriously. This rental is costing >$2,900CND.-I had spent a lot of money during my tenure with Hertz (attaining Presidents Circle loyalty status), only to receive poor customer service and negligence throughout.-Although this issue/case has been evolving for >12 months, it is due to the incompetence and negligence of Hertz that I am submitting this day.-Never once did I ask for an unjust nor unreasonable solution. But given the accumulation of events, I am now asking for compensation and an apology.
Business Response
Date: 06/05/2024
BBB Case 21768534
RR No: 920814322
929951024
940389181

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

After a thorough investigation with the locations general manager, it was advised that the general manager, the zone general manager, and the area vice president have all been in direct contact you regarding this manner. It was mentioned that there were several incidents where you were video taping employees at the location when asked not to. Additionally, it was informed they are currently trying to get ahold of you to return your current rental. We advise to contact the location and return the vehicle.

Thank you for contacting us.
Initial Complaint
Date:05/28/2024
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.
Hello thank you so much for looking into this matter, I really hope you can help us. On May 9th I had reservations to pick up a rental car. This rental car had been prepaid, so I was prepared with multiple forms of ID plus the original payment credit card. My credit card chip would not work in their machine so the representative would not allow me to rent the car I had paid for. Instead they forced me to call customer service to switch cards. I was unable to switch cards so they forced me to get my girlfriend to pay for the reservation (despite me showing proof the rental had already been paid for) - not only was this humiliating, but it delayed my trip by 3 hours. We switched the reservation to RR142200472 ******************* I was assured multiple times that this switch would not incur extra charges, I asked the representatives I spoke with multiple times if this would cost extra and was told no. My rental time was also not adjusted to account for the delays they caused - I was robbed of 2 hours and 39 minutes. When I finally signed for the rental they charged us an extra ******. I was also given a completely different rental car which required more money to fuel. If I had known that these things were going to happen I would never have agreed to rent from Hertz. I reached out to Hertz customer service on Saturday May 11th, but have still not gotten a response and it has been well past the "3-5 business days". I called Hertz ****************** after I returned the car on Thursday May 16th and they assured me the ****** would be refunded to the card ending in 1556. It has not been refunded. They have not followed up. I have been consistently lied to by Hertz, I have spent over 5 hours trying to resolve this, and I now believe they have committed fraud. We would like to be refunded for these charges we were not made aware of upon signing. Please help us resolve this Kafkaesque issue.
Business Response
Date: 06/02/2024
BBB Complaint# ********
Rental Record# 142200472
This is in response to ***********************************.

Hi ***********, thank you for contacting us. I see that the $102.06 is due to the additional driver being added on and signed for at pick up. I have issued a refund for half of the additional driver as goodwill. Please allow 5-7 business days for this to reflect in your account. Your new total for the reservation is $51.03.
Initial Complaint
Date:05/27/2024
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.
Hi I was trying to rent a car and was denied as they said I'm on the *** list.As investigating i got to know that i had rented a car and there was issues with the car during ***** and i had to change and they didn't give me the right car, they then told me that for compensation they wont charge me /for the rental and that was at LGA, and they didn't charge 10 month later i got a letter that i owe money that i was told that they wont charge and they didn't charge it at that time although you provide payment went you rent And i just tried to get hold and talk to hertz but wasn't possible, and they wont hear what you talk and what was said and the proof that they didn't charge it at all Please help me get off this *** list, I'm honest and never had to issues in any way with any rental
Business Response
Date: 05/31/2024
Complaint ID: ********
RR#: 528743154

Thank you for contacting us. I have reviewed the details of your rental and there is no record that you were not to be charged for this rental. Our records indicate we received a chargeback of $774.90 on 08/31/2020 from your financial institution. As the balance was determined to be valid, we mailed you the invoices requesting payment on 10/03/2020 and 10/31/2020. When payment was not received, the balance of $774.90 was referred to ********** Systems to collect. Please contact ********** at ************ to pay the balance. Once the balance is paid in full, we can review your request to reinstate your rental privileges.
Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.
Customer Answer
Date: 06/02/2024

Complaint: 21766287

I am rejecting this response because:
This is not true
I never made any charge back, if you give me the last 4 digits of the credit card can provide proof from the back (I don't remember which car was given at the rental)
AND I NEVER GOT ANY INVOICE, the location told me and promised me that they are not going to charge, i didn't know that i need video tape what i speak to Hertz location office,
I spoke at that time with Transworld Systems and i believe they agreed and never came back.
Please find the email i sent to hertz back in 2021 that they didn't respond, Please review and review
*************************;<*********************************; Thu, Jan 14, 2021 at 3:44 PM
To: ******************************************* ****************************************

1/14/2021

In regards to account number ************

I got a letter and calls from a collection company,
first of all, I wan to understand why this went for collection when I didnt get even one phone call or email at all, I just got last month a letter that you suspended my account in regards to outstanding balance without any details or clarification,
So,in the first point I dont think that this should have been done and probably you dont even have the right I never had this.

Now in regards to this issue (Rental) I am a president ****** member I used to use hertz on a lot of rentals, now in the mid of the hot COVID-19 season I needed a car, I reserved a car now I came to lga it was a deserted area I wanted to get a car from the ****** lot and the one or 2 workers on premises didnt let for all the odd reasons were sorry we cant give you, but a small upgrade is guaranteed they gave me some car better than nothing but not service I was suspecting,
Ok so now new trouble started I after I dived out, I saw a tiny crack in the windshield, in the following days the crack got bigger and bigger I was driving with a big crack for suppose good rental car, I didnt have the time to call and go exchange so at a point I called in (btw the call took over an hour) they told me no problem you can just come in and change it,
I didnt have an option I went back to exchange,
now I come in I filled a form ... And they bought me a tiny fiesta car that doesnt drive pull ..., I told them Im sorry I need a bigger at least the same I had till now, im a president ****** member, there was only one rude worker in the branch, although the lot was full no much rentals due to COVID-19, we cant and we cant she stated, when you exchange you need to get such a small car,
So, I asked her if thats the way you handle your customers (maybe just because Im Jewish) she ran away.
Then I called hertz on the phone it took over an hour to get to someone due to COVID-19 then I was on phone with a Rep another hour she tried to help she call lot of branches but mainly was closed because COVID-19 and the only option was extremely far and only the next day she apologized and said I should email hertz and they will settle it,
With no option I had to take this nasty tine car that I didnt fit as tall not drivable, I was really horrified.
Now when I came back to return the car, I went in to the manager there and I told him the whole story and looked like he had his heart with me he understood the frustration from this whole story, so he told me let me tell you I wont process the charge for the rental. So I told ok that Really appreciated.
Now as I saw there wasnt any charges processed as promised (usually you charge on the day) online my invoice came up paid for month after the rental,( I Believe that this is real evidence that this promise was made since when does a rental company wait to charge you till month later this rental was finished 6/18/20)
Then after few month I saw some charge from hertz for some 27 dollars and change and now in December I got a letter from hertz that my driving privileges is suspended due to outstanding balance
I never any correspondence I wondered that I get this collection agency whats going
I want to get a clarification on this.
You serviced me nasty you promise compensation than you transfer to collection without attempting to contact me,
please advise I want to get this frustration solved rather than have to go in ..
Please advise,
you can contact me on this email or on **********,
looking fwd. to speak you
Best regards
*************************

Sincerely,

*************************
Business Response
Date: 06/12/2024
Complaint ID: ********
RR#: 528743154

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

I regret the inconvenience this matter has caused you. As we were not present for the conversation between yourself and our representative, we must rely on documentation available. In accordance with the Signed Rental Agreement the charges are valid, and no adjustment is warranted. Our stance is unchanged. Please contact Transworld at ************ to pay the balance. Once the balance is paid in full, we can review your request to reinstate your rental privileges.

Thank you for contacting us.
Initial Complaint
Date:05/27/2024
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 rental the same day the location said they had cars available online and I was even able to book, at the time I was having car troubles and needed to get a rental while my car was repaired, so I order a rental car online and input all my information and the time I would like to pick up the car, I got an email confirming everything, we left because everything online and in email said they would have a car for us, we show up after paying 20$ for an Uber to not even one person offering help or even looking at our order, all they said was they had no cars (witch was a lie because the lot was full) and that they were all reserved for tomorrow. Again didn't even look at our order or anything and didn't offer a single bit of help didn't even offer to drive us to a different rental place. Now I had to pay another 20$ for a Uber home and never got my rental. This was the most horrible rental experience and I can say personally I would never ever use hertz again if this is a "quality" they stand behind. Even on your own website it says your supposed to buy a rental from another place if you do not have cars. My order number is ***********.
Business Response
Date: 05/30/2024
Complaint ID: ********
Res#: ***********

Please accept my sincere apology for your experience at Hertz in *******, **. There is never an excuse for rude and unprofessional behavior. I apologize a vehicle wasn't available for your reservation. Your feedback will be shared with the appropriate management for review and any necessary corrective action. As a gesture of goodwill we are mailing you a $50.00 rental certificate to use towards a future rental. Please allow up to 7 business days to receive the rental certificate in the mail.
Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.
Customer Answer
Date: 06/01/2024

Complaint: ********

I am rejecting this response because: I would prefer either a cash gift card or a check, my experience was so awful that I wouldn't even want to try to give you a 2nd chance, enterprise rose to challenge and was able to provide both a cheap and wonderful experience. As soon as I enter there store they was ready to assist and even asked for my rental information who knew that what you should do first. You store had absolutely zero care about our issue and could give a dam if we actually got any service, no joke I gotten better service at a fast food restaurant than hertz. We needed a rental at the time and was left stranded with zero help or even the smallest bit of care given, even the 2nd person we tried speaking to just said we have no cars and walked off, again didn't even ask if they could assist in any way, no one even offered to drive us to a another rental place. I'm extremely disappointed in the service I received and the care given to us was non existent, I hope you have something better than 50$ to win me back after my amazing experience from enterprise and as someone who have used hertz in the past and that's why we gave you a chance you lost a customer in the end.

Sincerely,

*********************
Business Response
Date: 06/10/2024
Complaint ID: ********
Res#: ***********

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

I sincerely regret the inconvenience; however, we are only able to issue a rental certificate regarding this matter as monetary compensation is not warranted.

Thank you for contacting us.
Initial Complaint
Date:05/27/2024
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 vehicle and someone accidentally grabbed my keys. I called hertz to see what my options were and they basically told me I was screwed and needed to tow it back 3 hours to the rental location. I declined and told them Id find the keys. Located the keys and returned the car on time, was charged $250 for premium roadside assistance that I did not use.
Business Response
Date: 05/30/2024
BBB Case ********
RR No: *********

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

Upon my investigation I have removed the ************************** charge to issue a refund of $250.00 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: 06/01/2024

Better Business Bureau:

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

Sincerely,

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

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Hertz is NOT a BBB Accredited Business.