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

  PO Box 31166 Tampa, FL 33631-3166

• 

  Hertz

  2905 N 32nd St Fort Smith, AR 72904-4202

• 

  Hertz

  114 International Way Huntsville, AL 35824-0000

• 

  Hertz

  315 Malalpine Cresent Fort McMurray, AB T9H 4Y4

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:08/19/2024

  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.

  Back in June 2024, my vehicle had damage from a hit and run. I filed a police report and also involved my insurance company (Progressive). I left my vehicle at a repair shop, thinking the repair shouldn't be more than a few days. Once realized the repair will take much longer than expected, I contacted my agent at Progressive and asked for a car rental, which I am entitled to have for 30 days at no additional cost (paid in full by Progressive). On 07/11/2024, Progressive rented a vehicle from Hertz rental company in Key West. When I went to pick up my vehicle, the representative at Hertz asked me to provide them with my personal credit card, when I asked why (if it is fully paid for by Progressive), she told me they just have to have one of file, but I won't be charged anything. I returned the car with a full gas tank on 08/09/2024. I then spoke with the representative at Hertz and told her that my personal credit card has been charged a total of $364.76 for the rental, and she insured me that charge should be completely canceled because Progressive had paid for the entire rental in full. She also told me to contact Progressive. I contacted Progressive and they specifically told me (see attached email), that the entire rental has been paid in FULL and I need to contact Hertz to return everything that charged me immediately! I tried calling, sent out multiple emails to Hertz rental company without any single response back. I am seeking a full refund to my cart immediately or I will take them to court. I am contacting BBB to resolve this before I seek legal matters.

  Business Response

  Date: 08/21/2024

  RE: BBB Complaint # 22164937 
  RR # H34894230 
   
  This is in response to **** ****** 
  
  I regret the confusion regarding the charges billed to you on this rental. After reviewing our records, I am showing your total bill was $1564.76. $1,200 was paid by your insurance and $364 was billed to you due to the full balance not being covered by your insurance. Please be advised that the primary renter is the one ultimate responsible for the bill, any portion not covered by a 3rd party will be billed to the customer directly. 
  
  Thank you for contacting us. 

• Initial Complaint

  Date:08/16/2024

  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 am a long-time Hertz Gold customer. I reserved a car directly online with Hertz on July 28, 2024 for a pick up on 7/31/24 at Lynn, MA, and drop off on 8/5/24 at Boston Logan Airport. I was quoted a weekly fee with total due upon pickup of $292.81. See attached. On 7/29/24 I received an emailed reminder of my reservation. When I went to pick up the car, the agent in the Lynn, MA, office claimed there was no reservation for me, then claimed it had been cancelled. I showed her the confirmation and reminder. She then told me to call Hertz Customer Service, which I did. After being on hold for several minutes, she finally said she had found the reservation and had to prep the car. Delayed by about 30 minutes now, she finally took me to the car, had me sign her tablet showing photos of the car, and sent me on my way. Back home after dropping the car off as scheduled at Logan, I received an emailed receipt (see attached) showing an entirely different reservation with a per day rate bringing my total to $400.50, significantly more than I had agreed to. This was a case of bait and switch. I have repeatedly contacted Hertz to request a credit on my payment card of the difference between my reservation and the phony reservation they charged me on. That is: $197.69. They have refused. Please help.

  Business Response

  Date: 08/26/2024

  Complaint ID: ********

  RR#: *********

   

  Thank you for contacting us. Please accept our apology for any inconvenience you experienced and for any misunderstanding regarding your rental charges. A review of our records indicates your reservation *********** was scheduled for pick up on 07/31/24, however you did not pick up until 08/01/24. As the location did not utilize the correct reservation, we have corrected the rate and issued a refund of $234.13 to your credit card. Please allow up to 7 business days for the refund to post to your account. 

  Customer Answer

  Date: 08/26/2024

   
  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:08/08/2024

  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.

  While on vacation in ******, a tire on my rental car blew out. We were on a high speed road with basically no shoulder so we spent the next few hours outside in the rain (where it was safe) waiting for Hertz roadside assistance. We were unable to get a replacement car that day but were told by Hertz that we could eat out and be transported to our accommodation (nearly an hour away) and that all costs would be reimbursed in real money when we pick up the replacement car. We confirmed this numerous times. Note that they DID NOT say we would be reimbursed with Hertz certificates. I guess that was too good to be true? Having no means of transportation, Hertz organized a taxi the next morning to bring us to another Hertz location to obtain our replacement. Surprise, surprise- we have cars but cannot rent any to you and by the way, we have NO IDEA you were even coming in! They claimed they could not even contact Hertz customer service to help us out, so we got the proverbial "nothing we can do" and we were left stranded again. When we finally got in touch with a customer service number that worked, we were transported to a new location where we spoke about reimbursement for our taxi and food costs. They only wanted to cover the taxi costs but deferred the food costs to the original location where we picked up the car. Can you guess what followed? If you guessed that we'd be passed around like a joint on 420 from location to location to numerous phone numbers and emails, you'd be correct. Whew, took a while for me to ultimately ask, is there anyone at Hertz capable of assisting me?I don't know... I just assumed that maybe after pre-paying for a rental car despite not having a rental car and not asking to be reimbursed for even part of the rental car/vacation costs, maybe Hertz would opt to reimburse the cheaper restaurant cost? Anyways, ball's in your court.

  Business Response

  Date: 08/12/2024

  BBB Complaint: 22113912

  RR# or Reservation number: not provided

  This is in response to **************'s complaint. Please provide your reservation number beginning with the letter K and your rental agreement number. I don't have any information to search your information. Please send all receipts as well. Once we have the information we will be able to investigate this matter. 

  Thank you for contacting us. 

   

   

  Customer Answer

  Date: 08/12/2024

  
  Complaint: 22113912
  
  I included my case number in one of the initial complaint detail boxes, which should contain every detail you will try to request from me-probably more. The reservation number is K8674530624. The contract number is 550884552. I attached the receipt (again) above. 

   

  
  

  Business Response

  Date: 08/19/2024

  BBB Case 22113912 
  RR No: 550884552 
  
  This is a response to **************, 
  
  Based on our review, we have determined the refund of $46.14 and $100 voucher already processed are fair regarding incident that took place and no further compensation is warranted. While I understand this is not the desired outcome, this will be our final response to this matter as we stand by the final charges billed and consider it having been fully addressed.   
  
  Thank you for contacting us. 

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22113912
  
  Firstly, I did not accept any $100 certificate and did not receive anything whatsoever from Hertz. Before picking up my replacement rental car, I ensured the agents knew that accepting the rental in no way implies that I have accepted whatever outcome follows. 

  SECOND, break it down. Full refund of restaurant and taxi costs means what to Hertz? Congrats you refunded the taxi cost. You should reward yourself for telling the truth. But is a $100 Hertz certificate equivalent to a $100 refund? You guys can twist your story as many times you want, but I will keep.rejecting your response until you refund me what was promised, or you acknowledge that Hertz sets themselves apart from their competition by LYING to their customers. I find it amusing too that such a big company throws such a huge fit over the difference between a $100 store credit versus a $100 refund. You must be so proud taking advantage of ordinary citizens. Believe it or not, the negligible cost difference between cash and your store credit means more to your frustrated customers than it does to your company's greed.

   

  Secondly, this is not about my desired outcome. To clarify, I have been charged the full rental fee (even though I did not have access to a Hertz car for the entire time period on the rental contract). Hertz directly contributed to this issue by wasting a full day of our rental contract by sending us to a location that was "unable" to rent us a car and were unwilling to help us coordinate transportation to the appropriate location. We were left to struggle and coordinate that ourselves after your company's planning failed. Did we get any compensation for this? No.

   I also want to add we were charged an additional $278 euro for repair costs and apparently a management fee (despite all the mess and headaches you have created). Do I agree this is our fault? No, but I understand that this is difficult to prove but we were driving on a well maintained, straight paved road along with dozens of other cars and we were the only ones with a blown tire. 

  YOUR representative was the one who said that the taxi costs and food would be reimbursed in cash so explain why I should expect less? Rather than prancing around the topic, why can't Hertz give a straight answer about why anyone with a brain would claim that a gift card with such a sketchy company in addition to the promised taxi refund is equivalent to a full cash refund? Hey if it still doesn't make sense, next time a customer says they will pay ********************** $100 using cash, maybe you should let them slide when they change their minds and offer to pay you $100 worth of their gratitude. 

  Yeah now that you bring it up, my desired outcome would have been some combination of a refund of the rental contract lost due to Hertz's poor planning and communication, the promised reimbursements for taxi/food, and maybe even some consideration for the repair costs. The latter is obviously up to Hertz, but I would expect the first 2 from a company of Hertz's size and what I thought were their ideals. But even asking for what I was promised from Hertz for the food and taxi is too much apparently?

  To future customers of **********************, I thought I was paying Hertz to get some peace of mind over the other options, but boy was I wrong. If you have any problems, expect any form of "customer service" to hide behind other departments, a computer, or generic cut and paste responses. If you are one of the few that dig this, Hertz has got you covered!

• Initial Complaint

  Date:08/05/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a Hertz Gold member. On July 27, 2024, I selected a **** Edge from the Presidential Circle at Boston ***** Airport. On July 31, 2024, I experienced a flat tire event while driving in New Hampshire. I was shocked to discover the car did not have a spare tire. I called Hertz's Emergency Roadside Service and was advised since I did not purchase Roadside Assistance, I would have to pay for the tow to a nearby tire shop, but Hertz would email me a voucher to cover the cost of the tire repair. I was quoted $183.00 for the tow. I balked at having to pay for the tow because the car didn't have a spare tire (I could have easily put the spare on myself and driven to a tire shop), but ultimately agreed because of the situation I was in. I received my Hertz receipt and found not only was I charged $183.00, but an additional $213.10, for a total of $396.10 in Emergency Road Service charges. When the car was at the tire shop, they worked with Hertz using the voucher to replace more than just the one tire because they were so worn down and showing replacement indicators (see attached pictures). I don't what the additional $213.10 charge was for, but I shouldn't have to pay for additional tires because of Hertz's failure to maintain this vehicle. (Obviously, this was a lesson-learned on my part to check for a spare tire and the condition of the tires before I select my rental car in the future.) However, I never expected this to happen with Hertz, as all my previous Gold member rentals were good experiences. On 8/5/2024, I called Hertz customer service to dispute the Emergency charges. The customer service representative said she would submit an escalation, and I would hear back in 3 to 5 days. I asked for a reference number. She said I would receive a confirmation email and provided the number, ************, to follow-up on the escalation. The email never came and the number provided is only for Support Services and they couldn't help; so hopefully BBB can.

  Business Response

  Date: 08/19/2024

  Complaint ID: ********

  RR#: *********

   

  Thank you for contacting us. Please accept our apology for any inconvenience experienced. Having reviewed our records, we can confirm you were quoted $183.14 for the tow, therefore, we have issued a refund of $212.96 to your credit card. Please allow up to 7 business days for the refund to post to your account. 

  Customer Answer

  Date: 08/19/2024

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

• Initial Complaint

  Date:08/01/2024

  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.

  Transactions began July 7th, 2024. A vehicle we rented from July 5th to July 19th. The vehicle broke down in ******* on July 7th. We were taken by tow truck from ******** Ga to ********************************** (JAX) to swap into a working vehicle. At this point we were denied a working vehicle claiming we violated a policy that has never been produced. Also telling us we will banned for life from renting from Hertz for this violation. They also said they were confiscating our personal items in the car that included medications, high value items etc. Fortunately the *********** police stepped in to rescue us from this situation, helping us get a vehicle from another company ($1,000 more than the hertz agreement) and also obtained our personal effects. Hertz has since charged my credit card $1,074.89. I first communicated with Hertz customer Service July 9th, and three times since for resolution. I received their last communication July 26th, a boilerplate response basically saying they were sorry, see you at your next rental, no resolutions.I am 78, my wife 68. We were also traveling with our dog. We are both cancer survivors, need our medications. Being denied medications, stranding us hundreds of miles from home and then charging for days we didn't have a car, is totally unacceptable and they are refusing to address the issues.

  Business Response

  Date: 08/19/2024

  BBB Case #: 22077359 
  RR# or ***** 173231284 
  
  This is in response to ***** *******. 
  
  Thank you for contacting us. Please accept our apology for any inconvenience you experienced. While we are unable to determine what exactly occurred as the manager that was present when this issue occurred is no longer employed by Hertz, we can state that Florida law doesn't allow firearms to be on Airport property. A review of our records indicates you were charged a one-way fee of $320.00 plus applicable taxes due to the rental being closed out at our ************, ** location. In the interest of customer service, we agree to refund this charge, however we are currently unable to process the refund due to you having a chargeback dispute with your credit card. For us to proceed with the refund please have your credit card company remove the chargeback. Once the chargeback is removed, please email us at *************************************************** and reference case number ********. Please also include your final invoice, in PDF form, for the other rental company for consideration of reimbursement of the rate difference before taxes and fees. We can confirm you are not on our Suspended Rental Privileges (SRP) list and can continue to rent with us. Again, please accept our sincere apologies for any misunderstanding and inconvenience caused.  
  
  Thank you for contacting us. 
  

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 22077359
  
  I am rejecting this response because:

  -Hertz charged me for a one week rental for a vehicle I had in working order 48 hours. I picked the car up on July 5th and it was returned to a different Hertz facility July 7th via tow truck. Your receipt says one week rental July 5th-11th, charged me for dropping the car in a different location, and charged me to refuel even though as stated to tank was fuel as I had just refilled when the car died. Your $320 offer is only part of the overcharge. Compensation should be forthcoming.

  -It cost me an approximate $1,000 more to rent from another company when Hertz stranded us. Receipt attached. Compensation would be appropriate. 

  -Hertz claimed they cannot confirm my claim as their manager involved is no longer with the company. As my report stated there were three managers involved. Are all three gone?

  -It is legal to bring firearms onto airport property depending on intent. Hertz statement is factually incorrect. Firearms arrive daily via commercial, rental and personal vehicles to be checked in luggage, they arrive by plane everyday to be transported away via commercial, rental and personal vehicles. Uniquely, a Hertz agent brought my firearm to the airport. Even the airport police stressed that to the Hertz managers to protect us and our property from these managers. The managers claimed Hertz had a policy not allowing firearms, even legal, to be in their vehicles. As a result they would not give us a replacement car. I want a copy of that Hertz policy.

  -The Hertz managers said I would be banned for life from renting from Hertz because of the firearm. Although I have been told By Hertz through BBB that I'm not on your banned list. I have been a Presidents Circle Member for years with reward points etc. I would like a confirming letter or email for Hertz.

  It would seem that customer service common sense would quickly resolve my wants and concerns. I prefer to continue these conversations through the BBB as several emails with Hertz **************** produced nothing.

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

  Business Response

  Date: 08/26/2024

  BBB Case 22077359 
  RR No: 173231284 
  
  This is a response to ***** *******, 
  
  As previously advised, in order for us to proceed with the refund please have your credit card company close the chargeback. Once the chargeback is removed, please email us at *************************************************** and reference case number ********. Please also include your final invoice, in PDF form, for the other rental company for consideration of reimbursement of the rate difference before taxes and fees.  
  
  
  Thank you for contacting us. 

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 22077359
  
  I am rejecting this response because:
  
  Sincerely,
  
  *** *******

  Business Response

  Date: 09/25/2024

  BBB Case #: 22077359 
  RR# or ***** 173231284 
  
  This is in response to ***** *******. 
  
  According to our records we fully resolved your concerns on September 16, 2024, under Hertz case number ********. A refund was processed and may already be posted to your account. We truly appreciate you and allowing us to resolve this with you directly. 
  
  Thank you for contacting us. 
  

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22077359
  
  I am rejecting this response because: As of today September 30th, 2024, only part of the agreed upon credit has been made to my account. My agreement was, once the total is refunded I would remind the complaint. I am waiting.
  
  Sincerely,
  
  *** *******

  Business Response

  Date: 09/30/2024

  BBB Case 22077359 
  RR No: 173231284 
  
  This is a response to ***** *******, 
  
  Our records show you were issued a refund of $744.64 on 09/17/2024.  
  
  Thank you for contacting us. 

  Customer Answer

  Date: 10/02/2024

   
  Complaint: 22077359
  
  I am rejecting this response because:

  I was told by ***** *. in your ************************** on 9/18/24, that I would receive two separate refunds totaling $1,819.53. One for $744.64, which I did receive on 9/16/24. The other for $1,074.89 which as of today 10/2/24, I have not received. Awaiting your action to resolve this.
  
  Sincerely,
  
  *** *******

  Business Response

  Date: 10/06/2024

  RE: BBB Complaint #  22077359
  RR # 173231284 
  
  Dear ***** *******, 
  Thank you for taking the time to reach out to us regarding your complaint. According to our records, you were awarded a chargeback in the amount $1,073.89. As this chargeback was not reversed, and has been awarded, we are unable to provide further compensation. Please reach out to your credit card company or banking institution for further assistance with your chargeback funds. 

  Customer Answer

  Date: 10/15/2024

   
  Complaint: 22077359
  
  I am rejecting this response because:

   

  The charge back was reversed prior to 9/16/24. Hertz processed the first in credit, $744.64 on 9/16/24. The second credit for $1,074.00 has not been submitted as promised by ***** *. on 9/18/24 in the 3-5 business days.
  
  Sincerely,
  
  *** *******

• Initial Complaint

  Date:07/31/2024

  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 *******, **. I showed up and they had no cars available or ready- their story kept switching. It looks like they do this all the time. Their ****** reviews were filled this repeatedly happening. The staff was rude and annoyed that this was something customers would care about. I ended up having to take an **** to my meeting since it took so long. I asked them for reimbursement for the **** and the fact the car wasnt ready and was told no. I also currently have been charged two more times for my rental, in addition to the hold on my card, which Im not sure what it is for. $632 in addition to my rental cost and the hold. The company seems like a complete mess that is repeatedly s******* over customers.

  Business Response

  Date: 08/07/2024

  BBB Case 22074677
  Rental Record 186143661
  
  
  This is in response to ***************************,
  
  
  I apologize there was no vehicle available at your scheduled pick-up time. We appreciate the time you took in providing us with your feedback. Please provide a copy of your **** receipt for review. 
  
  
  Thank you for contacting us.

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22074677
  
  I am rejecting this response because: I have repeatedly provided a copy of this receipt already. In person, via email, via social media. This is a ridiculous response. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/16/2024

  Complaint ID ******** 
  Rental Agreement Number 186143661 
  
  This is in response to ************************;
  
  We sincerely apologize for the inconvenience experienced in ******* when there was a delay in honoring your reservation. Our aim is to provide customers with a service experience that not only meets but exceeds their expectations, and we regret that this was not your experience. Although our reservation system is designed to provide a vehicle at the time and place requested, situations can sometimes develop that prevent us from honoring a reservation. Normally, our inventory of vehicles is more than sufficient to meet confirmed reservations; however, on occasion, customers do not return vehicles as expected, and the resulting shortages cannot be overcome immediately. 
  

  After a careful review, we can confirm that the refund of $103.95 for the additional driver was successfully processed on August 6, 2024, back to your billed account ending in 1007. Please be reminded that it will take 7 to 10 business days to reflect on your account. If the amount is still not apparent in your account, please contact your bank for further assistance. 
  

  We appreciate the opportunity to look through this and thank you for being our Hertz Loyalty member. We hope to serve you again in the future. 
  
  Thank you for contacting us. 

  Customer Answer

  Date: 08/16/2024

   
  Complaint: 22074677
  
  I am rejecting this response because: it doesn't address my complaint. There has never been a willingness to refund me for the additional expenses I had as a result of their disorganization, as well as their extremely rude and unprofessional customer service.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/29/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reserved a "**** ******** or similar Fullsize, 5 doors, 5 seats, Automatic transmission" through **** Travel on March 28th at ****** Rent a Car for 376.94 USD. I and **** Travel have the email confirmations showing this type of vehicle reserved for the amount above (see attached confirmation). I showed up to the airport in Glasgow unaware that ****** had transferred my reservation to Hertz (no email or instructions). ****** never instructed me to go to Hertz. Someone finally let me know that ****** did not exist and that my reservation probably went to Hertz. At the Hertz ticket counter, the associate told me that ****** had moved/transferred my reservation to Hertz and re-booked me with an Electric ******** without my permission/notification. My **** travel confirmation shows "**** ******** or similar Fullsize, 5 doors, 5 seats, Automatic transmission" and the confirmation in Hertz system says "******** EV." The associate informed me that I would be up-charged 540 GBP for the original car on my reservation (**** ********, automatic transmission) and my **** Travel Reservation would not be honored. At the end of my trip, I was upcharged the extra 540 GBP for the original car I reserved. I submitted a request at ****** Rent a Car and no one got back to me. I then submitted a request at Hertz and they will not honor the original reservation nor will they confirm receipt of the copy of my **** Travel confirmation that shows I booked a **** *********** Auto Transmission for $376.94 USD. When I asked if they would confirm receipt of my **** Travel Confirmation that states the correct booking, they stopped answering me. I have not heard from Hertz since and they have stopped answering my inquires. **** Travel confirmed that Hertz had an error and the reserved car type changed. So, I was upcharged 540 GBP for the car type I originally reserved, which was not honored.

  Business Response

  Date: 08/08/2024

  Complaint ID: ********

  RR#: *********

   

  Thank you for contacting us. Please accept our sincere apology for any misunderstanding regarding the rental brand upon your arrival and for any misunderstanding regarding the reserved vehicle class. A review of our records indicates the vehicle reserved was a ******** which is an electric vehicle class. Your feedback will be shared with the appropriate Hertz management for internal review and correction. However, based on the documents you have provided and in the interest of customer service, we have issued a refund for the upgrade fee in the amount of 648.00 GBP. Please allow up to 7 business days for the refund to post to your credit card. 

  Customer Answer

  Date: 08/08/2024

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

• Initial Complaint

  Date:07/21/2024

  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 11/04/23, I reserved a Hertz vehicle online, with Expedia. For the 7 days of rental, the total was quoted as $723.90, including a toddler car seat, and Collision Damage Plan. I paid $91.00 (of the $723.90 total) as a deposit - see the attached Expedia reservation receipt. Upon arrival in Cancun, on 12/22/23, I was ultimately told that the vehicle I reserved would in fact be approximately $1700 USD. After disputing this new price, I was told that they could do the reservation at a similar price to the $723.90, but mandatory additional insurance would raise the total up to approx $1700-$1800 USD. At this time of year (Christmas), it wasn't clear that trying another rental company (in/outside the airport) in search of another car would end positively. After 1+ hours at the Hertz counter, in a foreign country, with a hungry/tired toddler, I ultimately rented the Hertz vehicle (Renault SUV) for the week, at $1,833.55 USD, in addition to the $91 originally paid to Expedia. See attached bank statement. This was approximately $1,200 MORE than I had anticipated paying for this type of vehicle - approx $275/day. I wrote to Hertz corporate, to indicate the situation. In short, I was told that the Cancun location is an independent franchise, and could charge whatever they like. I don't dispute that I signed the contract and paid the contract cost. As indicated, the vehicle was needed (despite the shocking increase in price) and finding another vehicle, at that time, elsewhere wasn't guaranteed. I wrote to and questioned Hertz on a number of issues, including the huge discrepancy between the quoted reservation and final price. The questions were never answered, except to repeat that the company could do as they wished, because they are independent. If there is an issue with the Expedia reservation, then Hertz corporate needs to address that as well, given that it is their name being used. I trusted the Hertz name. The experience left me angry/upset/disappointed.

  Business Response

  Date: 07/27/2024

  RE: BBB Complaint # ********
  
  Dear Ms. **** *******, 

  Thank you for taking the time to reach out to us regarding your complaint. I am sorry to hear of your recent rental experience in Cancun. It’s understandable that the significant price difference between the quoted reservation and the final price would be upsetting, especially when dealing with the additional stress of travel and caring for a young child. However, it’s important to note that while we empathize with your situation, customers are indeed responsible for understanding the details of their coverage and what their purchase will cover.  When coverage is purchased through a third party, it’s crucial for customers to thoroughly understand what is included in their coverage and what additional necessities may not be covered. This can help avoid unexpected costs and ensure a smoother experience. We value your trust and will take your feedback into consideration to improve our services. Have a great week!

  Customer Answer

  Date: 08/04/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  It does not address my concern. I have never disputed that I signed the contract for the vehicle, nor have I ever disputed that I understood the charges in the contract. As indicated in my previous correspondences with Hertz, I did not feel that I had any other option but to accept the vehicle/contract that was being provided by Hertz, Cancun, for the following reasons:

  - it was Christmas/holiday time. There was no guarantee that if I cancelled the vehicle that had been reserved for me, and opted to go to another rental company (whether inside or outside the airport), that I would be able to find another vehicle;

  - My family and I were in a foreign country, which added to the uncertainty/comfort level of cancelling a reservation to go in search of something else;

  - I was told by the agent that despite the insurance coverage I had reserved through Expedia, the additional insurance coverage that was being added to my reservation was a requirement - that I could not choose to rent the vehicle without it;

  - and finally, on top of all of that, and after 1.5+ hours at the counter after a full day of travelling...we were travelling with a toddler who was beyond hungry and tired. Attempting to go to another rental company counter, given how busy the airport and the rental center was, was not a reasonable option at that time. 

  This is why the vehicle was ultimately rented. The was no other safe and guaranteed choice at the time.

  Further, I have posed a number of questions to Hertz corporate, that remain unanswered and unaddressed. Hertz' responses to my issues have felt dismissive and quite offensive, particularly given that I originally chose to rent from Hertz because it was a name that I trusted. 

  My questions, previously posed to Hertz Global Holdings are as follows:

  - How is it that I can be given a reservation for a Hertz vehicle with one price, and then arrive at a location and be charged more than 2x the price indicated on the reservation? Yes, I have been told that as an independent franchise, the Cancun location can price as they wish. However, what would have happened if I was unable to pay the increased price, upon arrival in Cancun? 

  - did my Hertz reservation/confirmation indicate anywhere that the reservation price was subject to change, based on whatever prices would be presented by the particular franchise? 
  - was any indication provided to me by Hertz or on the reservation, that the price may ultimately be more than double the expected price, depending on the country being visited?

  - does this mean that the Hertz name and reputation can have different meanings, depending on the location or the branch?

  - Should I have been aware that this is standard Hertz practice, and that I must always be open to a possible change in price/change in standard going forward?

  I would still greatly appreciate Hertz' responses on the above questions, in conjunction with my overall complaint. 
  
  

  Business Response

  Date: 08/10/2024

  RE: BBB Complaint # ********
  RR # *********
  
  Dear Ms. ************,
  Thank you for taking the time to contact us again regarding your complaint. Upon reviewing your final rental bill, I see that your rate was charged at $365.57 after a 10% discount. This is lower than your booked rate of $406.36. Our Best Price Guarantee ensures that your rate will be adjusted if a more equitable rate is found.
  
  The additional charges on your bill are for products added to the rental agreement at the rental counter, not for an increase in the rental rate. These products would not be included in your reservation unless they were added during the booking process. When coverage is purchased through a third party, it’s crucial for customers to thoroughly understand what is included in their coverage and what additional necessities may not be covered. We deeply value our customers and their ability to make informed decisions. It is essential for customers to familiarize themselves with their coverage details. This understanding empowers them to identify if there’s a need for additional products or coverage. However, the ultimate responsibility lies with the customer to ensure they have the appropriate coverage.
  
  Hertz is committed to maintaining a high standard of service and customer satisfaction across all our locations. Thank you for allowing me to clarify this matter.

  Customer Answer

  Date: 08/14/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  There is clearly still a misunderstanding about my issue and complaint.

  With regards to Hertz's response and referenced $406.36 initial rate, I would be grateful if Hertz could indicate where/the document in which that information was provided to me, when I made the reservation. Please see the attached reservation receipt, which indicates that the 'Total', from December 22-29, 2023, would be $723.90. There is no indication of any initial rate - only a total was provided. 

  Additionally, there is no indication that I should/could be prepared for a price change - certainly not one of this magnitude. Nor is there any indication that additional, mandatory, items may be added to the reservations, for the vehicle to be rented. Please be reminded that the agent in Cancun, indicated that the additional insurance coverage was required, not optional - See attached email complaint sent to Hertz, on April 9, 2024. 
  
  Further, and again, I would still appreciate responses to my questions previously posed to Hertz, including where it might have been indicated to me - at the time of booking - that the price/rate could increase to more than double the indicated total. 
  
  Sincerely,

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

  Business Response

  Date: 08/21/2024

  RE: BBB Complaint # ********
  RR # *********
  
  Dear Ms. ************,
  Thank you for taking the time to contact us again regarding your complaint. My apologies regarding the confusion regarding the Rate and Coverage options on your recent rental in Cancun. As you booked through a third party, I am unable to advise on their booking processes, terms, or billing display information. We deeply value our customers and their ability to make informed decisions and kindly suggest booking when using our website and app, as the rate and charges are displayed. As a gesture of goodwill, I have sent a $50 certificate to the address we have on file. Have a great day!

  Customer Answer

  Date: 08/21/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  1. Hertz is still refusing to address my questions posed directly to the corporation.

  2. If I was not provided with an initial $400+ rate for the rental, as suggested by Hertz, where was this information to be found? And why is it at all relevant to my issue, if my total would have been $700+, for the week?

  2. While the reservation was made through a 3rd party, is it Hertz's contention that the 3rd party therefore has complete autonomy in determining the fees to be charged, even when using the Hertz name on a product? In other words, am I to understand that it is ALL the responsibility of the 3rd party booking agency, that they reserved a Hertz vehicle for almost 1/3 of the final price, and that this is an acceptable policy for Hertz?

  3. Finally, I understand that Hertz is not inclined to adequately address or entertain the concerns of their customer, and that it is now their position that this is only a matter for the 3rd party.

  I again wish to iterate that I initially booked the Hertz vehicle, because I knew and trusted the 'Hertz' name and reputation. While I had other booking options, I determined that Hertz would be the most reliable option, for myself and my family, in a foreign country, with our toddler child. I have been dismayed, disheartened and thoroughly disappointed by the entire ordeal, including and especially the responses received from Hertz, to date. 
  
  Sincerely,
  
  ******** ******* **** *******

• Initial Complaint

  Date:07/18/2024

  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.

  On 5/27/2024, I paid Hertz $119.89 for a pre-paid reservation under ***********. See attached pre-paid receipt. However, when I picked up the car on 6/26/2024, the agent at the counter forgot to apply the pre-payment. Therefore, when I returned the car, Hertz charged me an additional $142.03 for the same rental, but under a different reservation number ***********. This duplicate receipt is also attached. On 6/27/2024 I contacted Hertz customer service by phone, and they agreed to: 1. Refund the original $119.89, which was prepaid for ***********. 2. Refund the additional $22.14, representing the difference between *********** and ***********. These two transactions should have resulted in a total remaining charge of $119.89, which was the original pre-paid amount. On 7/5/2024, I received the first refund for $22.14. However, the remaining $119.89 refund was nowhere to be seen. On 7/12/2024, I contacted Hertz by phone a second time and explained the situation again. The representative told me that the $119.89 refund should have been processed, but that it never was and that they would process it immediately. It is now 7/17/2024 and there is still no evidence that the $119.89 refund has taken place.

  Business Response

  Date: 07/29/2024

  Complaint ID ******** 
  Rental Agreement Number ********* 
  
  This is in response to ******* ***** 
  
  I truly regret the inconvenience this matter has caused you. Our records indicate a refund of $119.89 has been issued on or around 07/17/2024. Could you please confirm if this refund has been received. 
  
  Thank you for allowing me to address your concerns. 

  Customer Answer

  Date: 07/29/2024

  
  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 can confirm that I received the refund from Hertz in the amount of $119.89 on July 22nd, 2024.

  There is no further action required at this time.

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

• Initial Complaint

  Date:07/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been fraudulently charged by Hertz for a vehicle I rented and returned per my original agreement. They do not respond to me when I reach out to them to resolve the issue. They believe I had the car after my agreement ended but I think I am getting charged for the next rental. I have attached a PDF with all the info I have for the timeline. I disputed with my credit card company and they determined with me that it was fraud. Now Hertz is sending me bills. I asked them to delete my Hertz Gold account twice now in writing and they have refused to do so. See attached. This has gone on for 6 months.

  Business Response

  Date: 07/31/2024

  Complaint ID: ********

  RR#: *********

   

  Thank you for contacting us. We have reviewed this matter with our local team at Cape Canaveral regarding the return of this rental. They have advised they show no record that the vehicle was returned to Cape Canaveral on 01/14/24. Our records indicate this vehicle was checked in at Hertz Orlando, FL Airport on 01/19/24. Based on our research we must advise the charge is valid, therefore an adjustment is not warranted. 

  Customer Answer

  Date: 08/01/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  I returned the car per the GPS proof I provided as an attachment on my original message.  How did I return the car in Orlando if I was not in the same country when the car was returned? 

  This response is a canned response. Your customer service still fails to help me resolve your fraudulent negligence 

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

  Business Response

  Date: 08/08/2024

  BBB Case #: ******** 
  RR# or RES#: ********* 

  This is in response to ***** *******. 
  
  If you have any receipts of purchase showing the date and location in another country, we will be able to further review the charges. Please email to [email protected] and reference case number ********. 
  
  Thank you for contacting us. 

  Customer Answer

  Date: 08/16/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  This has yet to be resolved.  I have submitted the information requested in the latest response from Hertz via the email and case number provided.  I just submitted it a few moments ago but here it is attached as well.  I look forward to hearing a resolution on this case.

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

  Business Response

  Date: 08/21/2024

  RE: BBB Case # ********
  RR # *********
  
  Dear Mr. Summers,
  We sincerely apologize for any and all inconveniences you have experienced and regret any misunderstanding regarding your rental. I have reviewed the details of your concerns, and I see that my colleague has already sent an email to the store location to address your concerns. Your case is still under investigation. Rest assured that we are here to assist you in resolving this matter. Should you need further assistance in the interim, please email to [email protected] and reference case number ********.