Complaints

This profile includes complaints for Hertz's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Hertz

  8501 Williams Rd Estero, FL 33928-3325

• 

  Hertz

  5405 Airport Service Rd Tampa, FL 33607-1419

• 

  Hertz

  4500 E Speedway Blvd Ste 40 Tucson, AZ 85712-5325

• 

  Hertz Corporation

  2300 N Airport Blvd Springfield, MO 65802-7536

• 

  Hertz

  Ontario International Airport Ontario, CA 91761

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:05/25/2024

  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 am writing to express my profound dissatisfaction with the service I received at the ********************* Hertz location on 05/03/2024. My experience was marred by a series of issues that not only caused significant inconvenience but also fell well below the standards expected from a reputable car rental establishment.Issues Encountered:Upon taking possession of the vehicle, I discovered that the fuel tank was nearly depleted. Despite my repeated requests, the personnel on-site adamantly declined to fill the tank, contravening the fundamental standards of vehicle rental services.In spite of my entitlement to complimentary upgrades as part of my President ****** membership, my request was unceremoniously denied. This was particularly disconcerting given the visible availability of superior vehicles, such as large SUVs, on the premises.The vehicle assigned to me was restricted to a maximum speed of 75 mph, a limitation that severely detracted from the quality of the driving experience and failed to align with my reasonable expectations from a rental service.Additionally, the vehicle's audio system was limited in volume control, preventing any enhancement of the sound level, which further diminished my enjoyment during use.When I attempted to contact the rental office to address these issues and request a replacement vehicle, I was met with derision and unprofessional comments. I was inappropriately admonished for my driving speed and dismissively instructed to seek resolution at the airport, with no offer of assistance from the staff.Resolution Sought:Given the poor service and the failure to meet the promised standards, I demand a full refund for the rental. I urge a thorough investigation into the service failures I encountered. I trust that this matter will be addressed with the seriousness it warrants and that a fair resolution will be facilitated.Thank you for your attention to this matter.Sincerely,Zhiyun **** Confirmation Number: K84311257E6

  Business Response

  Date: 05/30/2024

  BBB Complaint#: 21760906
  
  Rental Record#: 128879494
  
  This is in response to *********************
  
  You were provided a vehicle that was utilized for the duration of your rental days. I do not see that you had reached out to our Emergency Roadside team in regards to exchanging the vehicle or the condition of the vehicle while you were on rent. I have discounted the rate of the rental in the amount of $76.40, which is 20% off the rate. Please allow 5-7 business days for this to reflect back to your account. 
  
  Thank you for contacting us. 
  
  

  Customer Answer

  Date: 05/30/2024

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

• Initial Complaint

  Date:05/25/2024

  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 the car from Hertz a week before my arrival. Upon arrival on 5/23/24 the employee informed me that they didn't have any cars available. This was the first among many issues. When I made my online reservation, the rental was paid in full with the addition of insurance. When I went to pick up the car, the previous payment was not honored even though I had online banking proofs of the purchase. This again was not honored. I would not have proceeded with the rental, but I needed the vehicle and chose to move forward. I was charged the $500 deposit as well a the new rental fee. I was told that that the new total of $572 (rental fee, deposit, and insurance) would be returned to me after I returned the car. I returned the vehicle on 5/24/24 @ 12:45 in perfect working order, clean, and completely full of fuel. When returning the keys to the employee I asked how long it would take to return the deposit back to my account. He told me that as soon as they checked the car, the deposit would be returned to my account. On the morning of 5/25/24 I checked my account to find that the deposit had not been returned and additional fee of $100 had been charged to my account. When I first reached out to Hertz, they informed me that my bank was the responsible party for releasing the hold on my account. I called my bank and they informed me that it was in fact Hertz to continued to place the hold on my deposit. After calling Hertz an additional time, I was told that they did in fact still have a hold on my account. I asked when those funds would be returned and the employee told me that my account had to be closed before the fee would be returned. He could not give me a timeline as to when the closing of the account would take place. When I asked about the additional fee of $100, he could not give me a direct answer. He kept going back and forth on his words and never actually gave me a reason for the additional charge. The employee on the phone was very rude.

  Business Response

  Date: 05/30/2024

  BBB Complaint#: 21760606
  
  Rental Record#: *********
  
  This is in response to ***************************
  
  Your prepaid voucher through Expedia was applied to rental *********. The remaining balance after the rental voucher was appiled was $72.41, due to the Loss Damage Waiver that was applied at the time of pickup. There was then a $500 deposit that was placed on the form of payment at the time of pickup. There was a $100 temporary authorization hold due to the rental agreement remaining open past your scheduled return time. The rental agreement was modified back to the correct return date and the pending $100 and $500 deposit have been released. This will be reflected back to your form of payment.
  
  Thank you for contacting us. 
  
  

  Customer Answer

  Date: 05/30/2024

   
  Complaint: 21760606
  
  I am rejecting this response because: While some of the information in the response from Hertz is correct, there is additional charges that have not been refunded. The car was returned on 5/24/24 at 3:45. The rental account was not completed upon return and Hertz continued to charge me an additional $100 every day until the rental account was closed. The deposit was returned to me as well as the first charge of $100. However, I was also charged $100 on 5/26 and 5/27 which has not been refunded as of this time. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/04/2024

  BBB Case # ********
  RR# or Res#: ********************* is in response to ***************************.
  
  The holds placed were released on our end once the contract was closed out. It is then up to your financial institution. Please know the holds will not show as a credit as these funds never leave your account but will appear in your account balance. You will want to reach out to your financial institution to confirm their hold policies and when they release the holds on their end.
  
  Thank you for contacting us. 
  

• Initial Complaint

  Date:05/25/2024

  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 am currently driving and renting under the Uber program. I have rented numerous vehicles from hertz over the past 2 years. Actually, I have rented weekly and extended or exchanged my vehicle every week for the past 2 years (automatic extension). During this past year, it has happened multiple times that Hertz has placed a duplicate hold on my bank card. I understand that Hertz releases the unnecessary holds, but they fail to consider that each hold freezes hundreds of dollars in my account until the hold is finally resolved. Some banks will wait 30 days to release the holds. The duplicate hold for this current rental is for the amount of $374.00 (screenshot ******* Hertz). This duplicate hold might be released when my rental is extended or returned. So, to bring this into perspective- $374.00 is withheld from my bank card and remains withheld for at least 7 days before Hertz releases it. Then the bank will continue to hold this money for anywhere between 3 and 30 days. There are currently 2 other holds for $374.00 and $391.00 that are pending from a previous rental (RR#*********). The total amount of duplicate holds is $1139.00. That is a lot of money that cannot be used to pay bills etc. It is obvious by looking at the pictures I uploaded, that this is an ongoing, recurring problem. If you call billing department you have to go through 3 sets of prompts (5-10 minutes of prompts) until you can finally talk to a live person. Then the person will pull up the receipt page (the same as Hertz.com receipt look-up) and will quote you the receipts. However, they do not have or will not provide the information regarding duplicate holds. Hertz has demonstrated that their only concern is to protect their assets at the expense of the customer. The proof is this recurring problem and the run around that you get from customer support. While investigating this report, I suggest to the investigating person to call Hertz Customer Support at **************.

  Business Response

  Date: 05/31/2024

  BBB Case number: ********
  Res ID or RA #: *********
  
  
  
  This is in response to *******************.
  
  I sincerely apologize for the confusion regarding your Uber contract at the *****, ** location.  With Uber rentals when your week ends and you extend for the next week, your credit card will be charged for that week and an additional authorization hold will be held for the next week.  There can be a slight delay in when your credit card is charged, when one authorization hold is released and when a new pending authorization hold shows up. The holds are released automatically from our billing system.  This delay is due to your credit card company, this can cause some confusion.  We would advise for you to contact your credit card company directly as they are the ones responsible for the release of pending transaction and they may have longer release times.
  
  Thank you for contacting us.

  Customer Answer

  Date: 06/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  The response that I received was their company policy and I fully understand this policy, however,this is not what is actually happening with me.  I am a loyal customer of ********************** and have rented continually for 2 years now and intend to continue to rent from them.  First point is I am a certified bookkeeper and understand accounting and holds.  Second point is that I have ******* and once they receive notification to release any holds, they are processed within 2 hours and released the next business day.  The spreadsheet that I have attached explains what is actually happening in greater detail.  Throughout my time renting, I have closed rental contracts to exchange a car, used 3 different banks and the results are still the same: every week, there is the normal hold,placed on my account!  Every time the contract is extended an additional hold is placed on my account; this is correct.  This means with a 4-week rental, there should be 4 holds maximum placed on my account.  But, in reality, there are 6 or 7 holds placed on my account in a 4-week period. My complaint is concerning these additional 2 or 3 holds.  In addition to this, every Saturday, I receive a notification that my rental will not be extended and on Monday it is not automatically extended.  So, I have to call my location and have them manually extend it for another week.  I feel that there is one of 2 possibilities.  The first being that there is a glitch in the automatic renewal billing software, but this is highly unlikely because it would be companywide.  Or the second being a disgruntled employee at my location abusing the system.  Please feel free to contact me so that we can resolve this issue.
  Sincerely,
  
  *******************

  Business Response

  Date: 06/10/2024

  BBB Case number: ******** 
  Res ID or RA #: ********* 
   
   This is in response to *******************. 
  
  Based on our records the charges billed are valid. I recommend speaking with the location directly for further inquiries about the charges being billed to you. 
  
  Thank you for contacting us. 

• Initial Complaint

  Date:05/24/2024

  Type:Sales and Advertising 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 ***********, ********** on April 20th, 2024 under rental agreement number *********, Reservation ID ***********. At the Hertz counter I submitted four free days worth of rental vouchers to the desk attendant, signing them in front of her. She said that she did not know how to redeem them and called upon a co-worker to help her. The co-worker grabbed the vouchers, spent approximately 5 minutes entering the information into their system and said everything was good. I went to my car and was on my way. After returning the car and returning home I was checking my bank statement and found that I had been charged $305.31, none of the vouchers had been applied to the rental cost. I emailed Hertz on May 5th and they replied on May 6th asking me to give them two days to investigate and they would get back to me. They did not respond after four days so I emailed again. They said they had not yet received a response from the *********** location and to give them two more days. I waited and on May 21st they finally responded saying that, "a PC code had been removed from the vouchers on the back end by OKC." I have no idea what that means. Nothing was removed from the vouchers they were in the exact same condition as when they were received in the mail the day before. I am seeking reimbursement for the unwarranted charges made to my credit card

  Business Response

  Date: 05/30/2024

  BBB Complaint#: 21758595
  
  Rental Agreement#: 121727605
  
  This is in response to ***********************************.
  
  In regards to the application of your Business Rewards Certificates, the coupons must be presented as well as valid company ID at the time of pick up.  Personnel at all rental locations are required to verify the customer's company identification and entitlement to an associations benefits. Because of this, the company identification listed on the coupon along with the coupon must be presented at the Hertz counter.  Our records indicate the appropriate company identification and/or certificates were not presented; therefore, the Business Reward certificates were not applicable on this rental.
  
  Thank you for contacting us. 
  
  

  Customer Answer

  Date: 05/31/2024

   
  Complaint: 21758595
  
  I am rejecting this response because: None of the information in the response from Hertz is accurate.  I presented my company business card as well as the free rental vouchers to two different Hertz representatives at the time of rental. Is it because the first name on my business card is **** and the name on the rental agreement is *******?  **** is the name that I go by.  ******* is my legal name. I have attached a copy of my business card as proof.  
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 06/04/2024

  Complaint ID: ********

  RR#: 121727605

   

  Please accept my sincere apology for your experience. I have issued a refund for four days in the amount of $240.87 to your credit card. Please allow up to 7 business days for the refund to post to your account. 

  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:05/24/2024

  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 vehicle from the Hertz *************** location on May 5 (Rental #***********). I returned the vehicle on May 6th at 9:00 pm EST. I received a letter on May 17th (from the Hertz *************************** asking that I return the same vehicle. I then checked my credit card statement and saw that I had been charged for five additional rental days. This was obviously an operational error at the *************** location. That team did not check this vehicle in properly.I would like to request that cameras be checked (on the evening of May 6th at 9 pm) and that my credit card be provided with a FULL refund of the entire $572.34 that was charged to my card.This operational mistake on the part of Hertz, has caused me tremendous inconvenience, has impacted my credit score, and has been very frustrating to me.The customer care case # in the ********************** system is: ********. I opened this case one week ago and have received no response.Sincerely,*************************** Ph. ************

  Business Response

  Date: 05/29/2024

  BBB Complaint: 21758087
  RA: ***********

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

  Thank you for contacting us regarding this matter. I do apologize for the inconvenience this has caused. Upon looking into this rental, I do see that a refund of $486.30 has been issued.

  I appreciate the opportunity to assist in this matter.

  Customer Answer

  Date: 05/30/2024

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

• Initial Complaint

  Date:05/24/2024

  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.

  Please note the attached emails sent to Platepass/Hertz. When renting my vehicle I was offered the option of using their EZPASS which I declined because I had my own. I have attached my personal EZPASS bill bill which shows my use of it during this period. Yet, I was still charged tolls separately from Hertz/Platepass. Here is my rental Agreement #*********.I would like a refund of the *** ***** that was charged to my credit card without my permission.

  Business Response

  Date: 05/30/2024

  BBB Complaint#: 21756884
  
  Rental Record#: 114415291
  
  This is in response to *******************
  
  Thank you for providing documentation. A refund has been processed for the toll charges in the amount of $27.62. Please allow 5-7 business days for this to reflect back to your account. 
  
  Thank you for contacting us. 
  
  

• Initial Complaint

  Date:05/24/2024

  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.

  Hertz works with Uber to provide rental cars that can be used to drive Uber. Misleading advertised price tag is $334 per week but is actually $509 + whatever charging fees per week. Extremely long wait time to pick up vehicle and very disorganized. Waited from 9:55am for a 10am reservation till 2pm then was told that no Tesla was available. The following week waited from 9:58am to get a Tesla at 2pm. Next day, I was unable to drive car for Uber because Hertz did not have the documents ready for the vehicle to be used for Uber. I had to spend my day driving around from Hertz to Uber to get problem fixed. Meanwhile paying $500+ for the week and having to complete 30 rides within the week. I do uber on the side. Before this I had dropped a Tesla off to Hertzs ************ IL location before a week had ended but the location was closed down because of a fight with a customer. I was charged for a full week even though I did not have the car for a full week. Hertz fails to process auto extension payments, accuses you of not having enough funds, threatens to repo car, phone representatives are rude and unhelpful, then randomly charge you double without explanation. Received a ticket for non-compliant license plates. For the $500 per week, which works out to be $24000 in a year, the price that Hertz is selling these used Teslas for, the process should be a lot more refined with the customer not having to deal with so much hassle and frustration. My aim was to drive and make extra money doing uber but all I did was end up being charged a bunch of money and getting frustrated with the process, rude phone representatives and a very bad experience.

  Business Response

  Date: 05/29/2024

  Tell us whBBB Case 21755108
  Rental Record 103847575
  
  
  This is in response to *************************, 
  
  
  I apologize for any delays with the rental. The $334 per week extra days at $75 per day refers to the base rate of the rental itself. Any taxes, fees, surcharges are added at the time of rental along with any optional items the renter chooses to accept. When extending, sufficient funds must be available or the extension will declined. I apologize for any confusion during the rental but the charges are valid. 
  
  
  Thank you for contacting us. y here...

  Customer Answer

  Date: 05/30/2024

   
  Complaint: 21755108
  
  I am rejecting this response because:

  The response that Hertz has given clearly shows the company's lack of tact and disregard for a client's time, money and patience. A Hertz location in ************ ** was closed because someone tried to fight and attack an employee. When a company shows no regard for how their clients are treated this will lead to clients taking it out on the employees. So Hertz also does not care about their employees now? This shows how much Hertz cares about "serving" their customers, absolutely none at all. I took the time to compose this complaint because of how ridiculous I felt the Uber/Hertz program was being operated and I get some generic response saying sorry for your delay and that the $325 price shown is not to "trick" people into trying to get in the car and $175 was for coverage etc. Hahaha Hertz is clearly missing the point of the complaint and then furthermore trying to assume that there was insufficient funds to cover the charge hahaha wow! I am assuming that the phone representatives make notes on the calls they receive. I challenge Hertz, to get copies of the transcripts of these calls from me, *************************, specifically and listen to or read the transcript.

  There were registration issues that I had to take the time out of my day to go take care of with a RENTAL CAR that I am paying $500 a week to rent to do a side hustle to maybe earn an extra $500. I am paying $500 a week for a RENTAL CAR that I got a ticket for non-compliant license plates. I am paying $500 a week for a RENTAL CAR where I am wasting my entire day, after making a reservation. I am paying $500 a week for a RENTAL CAR for Hertz to suggest that the auto-pay for the extension did not go through because of insufficient funds, which is not true. 

  Hertz needs to address the issues with their program and start compensating people for wasting their time, energy and money. This is absolutely unacceptable.

  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/04/2024

  BBB Case # ********
  RR# or Res#: ********************* is in response to *************************.
  
  We understand your time is valuable and again,we apologize for any misunderstanding regarding the rate and the issue with auto pay for the extensions. As a customer service gesture, we have issued a refund for 2-days off the rental charges in the amount of $95.44 to your **** card.Please allow 5-7 business days to post to your account.
  
  Please know your concerns were brought to the attention of the appropriate management, who will have this matter internally addressed to ensure proper procedures are being followed, and any corrective action to be taken where deemed necessary. We rely on customer feedback to help us maintain and improve our service performance standards. The information she has provided is very important to us.
  
  Thank you for contacting us. 
  

  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. I hope that Hertz will address the concerns I mentioned in my complaints.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/24/2024

  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.

  This issue is with regards to a charge for a car seat during my rental. I used the Hertz mobile check in and was given the option to select a car seat with No Charge clearly stated for any of the 3 car seat options. I selected this and just to be certain attempted to call the *** Hertz office 10 times the day before my trip to confirm, no body ever answered. Called all times of the day. I then followed up with the Hertz national phone number and they told me they would put a note on the account because they didnt see anything. When I arrived I was charged for the car seat but was told by the desk agent that she would look into it and "fix" it. After numerous attempts Hertz is unwilling to fix this charge. I would have never rented this car seat with a required fee. I had already packed mine from home but was given the option at mobile checkin for free.This is unacceptable and I just want the no charge car seat like promised.Thanks,***

  Business Response

  Date: 05/29/2024

  Complaint ID: ********

  RR#: 110251326

   

  Please accept my sincere apology for any misunderstanding regarding the child seat charge. Although there is a charge for a child seat and we are unable to substantiate that you were quoted that there would not be a charge, In the interest of customer service I have issued a refund of $71.67 to your credit card. Please allow up to 7 business days for the refund to post to your account. 

• Initial Complaint

  Date:05/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 13th, I fully prepaid for a car rental at the ********************** location by the **************************** to have a car available for a close family wedding on May 25th. On May 23rd, I received a text to confirm my reservation. Two hours later, before I could respond, I received another text that my reservation had been cancelled. The local office did not pick up any phone calls all day. Finally a national representative explained that my reservation had been cancelled not from the ************** but from the customer's confirmation number. Other than myself, the only people with access to that number is the Denver ********************** office. I am formally logging a complaint for breach of paid contract, for impersonating a customer, and Business malpractice. It should be easy to prove their culpability just by tracking the location of the ** address of the device that cancelled my reservation.Jumping into the realm of speculation, I can only assume they pretended to be me and cancel my reservation since it is Memorial Day weekend. They are currently fully booked and a later reservation must have been willing to pay multiple times more than my deal with **********************.I do not seek recompense at this time. I only want others to know how dishonest and crooked ********************** acts towards their customers. After the 2022 lawsuit where they fraudulently accused hundreds of customers of "stealing" their cars and their 2020 bankruptcy, ********************** is on very thin ice legally.

  Business Response

  Date: 05/29/2024

  Complaint ID: ********

  Res#: ***********

   

  Please accept my apology for any misunderstanding regarding your cancelled reservation. I can confirm the reservation was cancelled at ************* on 05/23/24. Our location's don't use the Hertz website to cancel reservations, however your feedback was shared with the appropriate Hertz management for internal review and any necessary corrective action. 

  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. 

• Initial Complaint

  Date:05/23/2024

  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.

  Did not authorize the refueling option on Hertz Rental Record #*********. The charge of $66.40 was added to my rental without my approval.

  Business Response

  Date: 05/30/2024

  Complaint ID: ********
  ********************** RR#: 116206521

  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 misunderstanding regarding the additional charges billed for the Fuel Purchase Option (***) on your recent rental. Our records show that these services were accepted and signed for at the time of rental.  As such, the benefits of these services were extended for the duration of your rental.  As these charges were outlined on the rental contract, they are considered valid and a refund not warranted.Please find a copy of your Signed Rental Agreement (SRA) attached. It is the customers responsibility to review the terms of this documentation, which a printed copy is provided in the rental sleeve, before departing the facility.

  However, as a one-time gesture of goodwill, we have processed a refund of the *** in the amount of $71.90. Though processed today, please allow up to 5-7 business days for the refunded amount to be reflected on your billing statement. This timeline is not determined by Hertz, but by your financial institution.

  Customer Answer

  Date: 05/31/2024

   
  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,
  
  ***********************