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

7,230 total complaints in the last 3 years.
2,225 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:05/20/2024
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.
Transaction Date 5/19/2024 Rental Agreement ********* A fraudulent Hertz car rental reservation was made under my Hertz account, using my AMEX credit card information, and the car was picked at ************************ Hertz location by someone other than me. I was notified of this rental via rental agreement email after the vehicle already left Hertz location.I have never made this reservation with Hertz, further I reside in and Im currently in *************. I never gave any authorization to anyone for a rental either. This is clearly a fraudulent transaction, identity theft and vehicle theft. I have called the credit card company with which the rental was made, the card has since been frozen, and the charge will likely be cancelled.This appears to be identify theft / vehicle theft I have emailed and called Hertz to notify that someone has stolen a vehicle from their location. I notified Hertz representatives (agent #****) that fraudulent rental was made she did not provide assistance; she refused to lock my account, notify police or rental agency regarding stolen vehicle or even escalate issue internally. I had asked to be transferred to another agent and requested was rejected. I have also emailed hertz customer service with the same detail and have not heard back.I am looking for your help as I am not sure how to proceed
Business Response
Date: 05/30/2024
Complaint ID ********
********************** Agreement Number 148165931

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

I regret the inconvenience this matter has caused you. After review of our records I am showing this matter was resolved internally by our Loyalty Team. Our records indicate no charges were billed and the loyalty account linked to this rental has been dropped.

Thank you for allowing me to address your concerns.
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,

*******************************
Initial Complaint
Date:05/19/2024
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 took place back in March on the 15th and from the beginning this experience has been horrible and to say I'm going to do everything I can do have Delta ditch you all as a partner is an understatement. No one greeted me to start and no one could seem to crack a smile and didn't even acknowledge my two attempts to strike up friendly conversation. With this new partnership with delta I'm supposed to get upgraded and have loyalty recognition, not one mention and when I began to ask I was told they couldn't change it even though they weren't at all booked. Then the bill, when I check out online and it says total with taxes and fees I don't expect the *other local fees may apply To add a whole 40 percent to the cost of the rental, I rented this car as a local because I trust Delta and their partners through the medallion and credit card programs to be at the same standard. I used to work in luxury hospitality and consulting and this is the farthest miss I've experienced in a long time. Now for after, I've tried contacting customer service no less than 5 times now. I've waited on hold for 45 minutes for the call to be dropped, and I've also had my personal details and billing info sent to another customer who was kind enough to make me aware of the breech. If I am not contacted immediately and this is not corrected by an apology and some rather gracious concessions and explanation on what you're doing to protect my information in the future I'm sure the consumer protection bureau will be able to help.
Business Response
Date: 05/30/2024
BBB Case 21734044
RR No: L65914763

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

Please accept my deepest apologies for the difficulties you experienced. Please be advised the ******************************* location is a franchise that maintains their own fleet, pricing, and policies and may not participate in our loyalty programs. As a gesture of concern, I have issued ***** points into your loyalty account for use on future rental(s).

Thank you for contacting us.
Initial Complaint
Date:05/19/2024
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.
The hertz ************ keeps putting in duplicate authorizations on my card. I cant speak to anyone there come, the corporate office number tells you to fill out a form on their webpage and theyll get back to us 3 to 5 days later. What customer services is this?
Business Response
Date: 05/27/2024
BBB Case 21733790
RR No: 831467055

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

Our records show that all authorization holds were released on 01/12. Once an authorization hold is released, it is the responsibility of your financial institution to release the funds back to your account. The amount of time this takes is dependent on your bank. Please be advised that you will need to reach out to your bank directly for further assistance. If needed, provide them with approval code(s) 54181Z, 08038Z, 77705Z,and/or 73877Z.

Thank you for contacting us.
Initial Complaint
Date:05/19/2024
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.
Rental pickup Apr 18, Drop off Apr 19. Confirmation K81722622E7.The total amount paid is $184.08; originally quoted $112.08 During the reservation I was quoted $40 per day with total of $112.08 (see reservation.pdf attached)As I am a Gold member, the ********** indicated that I could pick up a car at the Gold Lot.At the Gold Lot I picked up Jeep Compass SUV. When I returned the car, the attendant didn't print the receipt and told me that I would receive it in the email.When the next day I received the email, it appeared that Hertz charged me $70 per day with total $184.08 (see receipt.pdf).I reached out to Hertz, but they told me that they charged me extra for the upgrade to SUV. There were never an indication on the Gold Lot that I had to pick up a car of a certain type. I believe Hertz's charge is illegal.
Business Response
Date: 05/27/2024
BBB Case 21733535
RR No: 120452080

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

I have received confirmation you were able to work with our customer service team who resolved the matter directly by providing a refund of $80.19 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: 05/28/2024

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.

Sincerely,

***********************************
Initial Complaint
Date:05/19/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car with Hertz. Pick up at *************** on 4/21 with a return to ************** the next day on 4/22. I paid road tolls in cash on my ONE WAY trip to **************. I was then charged for an additional day. They drove the rental back to the ***************. They had to occur the tolls because I paid every single one. I am now in my 3rd week I believe of going through Hertz. Their response time is awfully slow. I cant talk with anyone. I simply get the standard response that they are right. My agreement clearly states a drop off at **************. Their return paperwork clearly states it was returned to the airport. Pretty hard for me to have taken back to the airport when I was on a cruise ship!So they over charged me a full day and they racked up tolls that they are telling me to pay. Also not mention. I only used my CC that week at Hertz. It was hacked and someone tried to spend money at various places. Used Budget on my way back to the airport a week later. Lo and behold the amount I agreed to was what was charged. I would like my money back for the extra day they charged me and the tolls forgiven.
Business Response
Date: 05/23/2024
BBB COMPLAINT #: 21733370
RENTAL RECORD #: 122244010
This is in response to ***********************

We are so sorry for any inconveneince experienced during this rental! I have refunded the one extra day charges, so a refund for around $55.39 will be processed in 7-10 business days. We appreciate your cooperation and patience! As for the tolls, you may contact ************************** at ************** Hours: Mon. Fri. 8:00am 6:00pm CST Central Standard time or by e-mail at ************************** Copies of itemized receipts and payments can be made on line at ************************.

Thanks for contacting!
Customer Answer
Date: 05/25/2024

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:05/19/2024
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 2/6/24 I secured a 7 passenger medium sized SUV to be rented Thursday April 18th 2024 to Sunday April 28th. CONFIRMATION #: K7602920818. I paid for the car in full. Upon arriving at *** to get my car the individual indicated that he was going put me in a Dodge Journey. I asked multiple times to confirm that the vehicle was a seven passenger, which he stated it was. At the time of picking up the vehicle I did not look to see if it was third row, as I assumed the back part I saw was seats that fold up. I also believed the salesman I interacted with was truthful in telling me it was a 7 passenger. We put our things in and were on our way to our designated location just over an hour away from the airport. Two days later when I needed the third row seating I went to put the seat up was surprised to see that they were not seats, but storage. I contacted Hertz with no response. I followed the protocol on BBB as requested to contact the executive department at an e-mail and again no response. It has now been a month since I contacted the executive department. I have been trying to give them the benefit of the doubt as it said they should contact me in 2-3 business days. I had a contract with Hertz for a 7 passenger vehicle and was given a 5 passenger. We had to take two vehicles and pay additional charges ($50) per vehicle for parking and the gas to get to our destination. I am very frustrated that I kept my end of the agreement, but Hertz did not and made no attempts to contact me regarding my concerns. This is not how business is done and I have learned my ****** to NOT use Hertz rental services in the future as there is no follow-through and they do not uphold their end of a contract. This caused much frustration and added expenses, as we had to continually use two vehicles instead of one our entire trip, because I did not get a vehicle that was chosen and paid for.
Business Response
Date: 05/30/2024
BBB Case 21733295
RR No: 120578651

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

I apologize for the difficulties you encountered. I have received confirmation that you were able to get in to contact with our customer service team who are working to resolve this matter for you. Please continue to work with the customer service team.

Thank you for contacting us.
Customer Answer
Date: 05/31/2024

Complaint: 21733295

I am rejecting this response because: Hertz customer service is taking zero accountability or responsibility for the actions that occurred. I was told that even though I reserved a seven passenger vehicle and paid extra to ensure this that they can not ensure that the make, model, or features would be available. I literally reserved a seven passenger vehicle with no expectation, except that there be seven seats. I was offered a $50 credit towards another vehicle rental that expired the end of June 2024 (one month). I have no need for a rental. Hertz needs to take responsibility for this. They did not uphold their end of the agreement and a credit/refund is requested. I not only paid extra money to secure the seven passenger vehicle, but also had the added costs of paying for two vehicles parking ($150) plus the gas. This is not how to do business and I'm disappointed, frustrated and feel like I was taken advantage of, which I will not allow. I have told the customer service that they clearly are not taking responsibility and I will resolve with BBB. Thank you.

Sincerely,

***********************
Business Response
Date: 06/05/2024
BBB Case 21733295
RR No: 120578651

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

I have received confirmation that you were issued a refund of $150.00 to the card on file on 06/04. Pleas allow up to 5 business days for the funds to post to your account.

Thank you for contacting us.
Initial Complaint
Date:05/19/2024
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 March 25, 2024 the HERTZ rental car corporation repossessed a vehicle that I was using to drive for Uber. On March 27, 2024 they withdrew over $1500 from My checking account with FIRST CITIZENS BANK. They did this without my knowledge or consent, neither did they have justification for doing this.As I explained to the Hertz corporation, My payments were up-to-date, which my bank records show. Therefore, the car being repossessed had nothing to do with lack of payment. Also, when the HERTZ (vehicle control division) called me, on different occasions, to say that the car was overdue, the agents I spoke with never gave me a reason as to why the car was overdue. They simply said that they were not privy to that information and to go back to where I rented the car from and the employees there would know and take care of me.However, when I did that, the employees at the HERTZ rental car location told me nothing was wrong. And, each time I went into inquire, as instructed by HERTZ (vehicle control division), the employees at the rental office either rewrote my contract or extended me another week. This can be proven beyond all doubt. Because, each time I went into let them know that HERTZ (vehicle control division) Call me to say that the car was overdue, I paid for the next week while in their presence. Yes, I swiped my debit card.Therefore, the car was repossessed due to no fault of my own. It seems as though the HERTZ corporation refuses to acknowledge that they miscommunicated, not only with me, but with vehicle control and the employees at the HERTZ car location that I rented from.I am very interested in seeing how the HERTZ corporation explain that the repossession was my fault, seeing that they kept taking weekly payments out of my account, and seeing how my card being swiped at the rental office proves that I complied with vehicle control.Also, I would like my valuables that were in the car returned to me, a $400 value. I have received no help.
Business Response
Date: 06/06/2024
Complaint ID: ********
********************** RR#: 814822993
This correspondence is being sent in response to a query made by *************************. Thank you for allowing us the opportunity to review your concerns.
We apologize for any frustration or confusion caused to you regarding your recent rental with Hertz Uber in *******. Our records show your rental started on 12/08/23 and ended on 03/25/24 for a total of 16-weeks. The contract was due for return on 03/15/24, a total of 10-days overdue when recovered. There was a hold on the vehicle which prevented you from extending the contract like normal. Our branch has checked their records and check-in list for the period of 03/15/24 - 03/25/24 and have no record of you checking in to address any issues.
Regarding any personal property left in the vehicle, please follow the attached steps to file a Lost Item Report. Please note, Hertz has no control over lost and found items inside a vehicle which has been repossessed.
Customer Answer
Date: 06/06/2024

Complaint: 21732442

I am rejecting this response because:
You are giving me form letter responses. I already know when I rented from you and when the due date was up. But you are ignoring the facts, which my attorney and I are preparing for our suit against you.
Fact #1 Is that you took money out of my account up until the car was repossessed on March 25, 2023. There is no denying this, since bank records can prove it.
Fact #2 when I was contacted and told by vehicle control that the car was overdue, I went in and spoke with the people in the office, just as instructed.
The first time I went in, I spoke with the young lady nearest the back wall,. She said nothing was wrong when I told her that vehicle control was contacting me. Therefore, she rewrote my contract and sent me out the door. While I was there, I renewed for the next week by using my card in the office which records will show.
The second time I went in, I spoke with the only gentleman that worked there (March 13, 2023. Again, he found no reason that control should be contacting me. And he renewed me right there on the spot, again by using my card while I was in the office which records will show.
If I had not been contacted by vehicle control, and had not actually spoken to them, why would I go back into the office to renew, seeing that payments were taken out automatically?
The third time I went in was on March 22, 2023. I went in this week because I was contacted earlier in the week, by another representative of hertz. I told them that I would just go in on Friday and see what was going on, because I had to renew that day anyway. However, when I went in the female employee closest to the door said nothing was wrong. The only discrepancy we had is that she thought I owed two payments. I told her that I was current with my payments. She then said that my last payment was on the 15th. It was as though she couldnt do the math to realize that the 15th was the week before, which means no payment was due until that day, March 22nd. She just told me to come back in on Monday and we would figure it out. But thats when the car was taken.
im not worrying about how this is going to end. Because, in this case, everything is ******* clear. My bank records will show that I was up to par on my payments. My credit card swipes will show that I entered into the office and paid manually twice, when instructed to go in because of the car being overdue. You are not going to put the blame on me for vehicle control, not communicating with the people in the office, or the people in the office not caring enough to do their jobs.
and I will not waste my time going through your complicated procedures to get my things. I already tried that. And I havent heard back from you in months about my things. You know who I am, you know the car that I had, therefore let me know where I can pick up my things or just cut me a check for $400.
Sincerely,

*************************
Business Response
Date: 06/11/2024
Complaint ID: ********
********************** RR#: 814822993
This correspondence is being sent in response to *************************.
While we understand our previous response was not the desired outcome, we must advise that our decision and response remain unchanged. This decision is based on our records which show the contract went into an overdue status after 03/15/24 and therefore our forced recovery process was started. As stated before and as outlined in the rental terms & conditions, Hertz is not responsible for personal items that are left behind in our vehicles. Therefore, we must respectfully decline your request for reimbursement for personal items left in the vehicle when it was recovered. We hope you will respect our position on this matter as we consider it having been fully addressed and this matter closed. Further requests to revisit this matter will not be considered.
Customer Answer
Date: 06/12/2024

Complaint: 21732442

I am rejecting this response because:

Youre still saying the same thing. You refuse to accept responsibility for your actions, your mistakes, your miscommunication with me and your employees.
Its almost as if you dont want to acknowledge facts, that are so simple that a six year-old could understand. You dont have a case here. However, I do.
Ive already hired an attorney. Even though she cant get to the matter until mid/late July, shes on it. You will change your stance then, Im sure.
unbelievable! You all should be ashamed of Yourselves.

*************************
Initial Complaint
Date:05/19/2024
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.
I've been renting a Tesla for the last five months or less and I went in this past Friday to be told they did not charge me correctly and that I owed ******* Plus another payment of 405. I told them its not my fault they made a mistake in the process I clearly asked when starting the rental how do I pay for the electricity and they said don't worry about the account is hooked up to your card in the Tesla premium package for 430 a week. All I had to do is pull up to a local Hy-Vee store and use the chargers there. I have never owned or rented a EV before so I am **** to how they work all I know is for the past 5 months I have never had any additional charges taken out, and it never took out more than the stated monthly contract of 430 a week. Then they told me they had to try to run my card for the amount but it would surely be rejected and then Hertz would send me a letter stating I could make payments. I told them I did not have ******* in my account they assured me payments could be made. This is their fault and a breach of contract, the way I understood it was I only had to pay 430 week not any additional amounts. Some how my bank processed it with not even close to that in my account which made my account negative. I am destroyed they took my rent money my food money and everyday money I had in there. I can't wrap my head around how they could simply force their mistake on me . Please help I can't think I can't sleep OMG they've done huge damage to me.
Business Response
Date: 06/06/2024
Complaint ID: ********
********************** RR#: 142898560
This correspondence is being sent in response to *****************************. Thank you for allowing us the opportunity to review your concerns.
We apologize for any confusion or concern caused by the additional billing incurred for the Tesla Rebill on your rental contract. Under Uber contracts with Hertz, rentals have automatic weekly extensions. When the account is automatically extended some of the time the ** Rebill charging is taken out every week and sometimes at the end of the rental. In this case, the ** Rebill charging fees was taken out at the end of your rental when the contract was rewritten. The charges are valid and comprised of the charging stations utilized during your rental period. Our location management has advised that while valid, they would be willing to assist with the overall ** Rebill charging fees as it appears there was a miscommunication.
Customer Answer
Date: 06/11/2024

Complaint: 21732331

I am rejecting this response because:
My name is *****************************, and I was sent a request to update any information on whether or not the Hertz Corporation in ************* has reach out to me.
I have included the case ID number above and below for the file number that it correlates too, as of today 6/7/24 I have not been contacted by Hertz to resolve this issue.
Please keep me updated if there is anything else I can do to help resolve this con Hertz has pulled on me.
I would also like it put on the record for future potential customers to have the bad practices of ********************** to its rideshare clients to review and educate themselves to make an informed choice on whether or not to do business with Hertz.
Business Response
Date: 06/13/2024
Complaint ID: ********
RR#: 142898560

I apologize for the confusion as it was expected you were to contact the local office to discuss an adjustment, I am very sorry that was not correctly communicated. In the interest of customer service I have provided a refund of $100.00 as compensation to you. Please allow up to 7 business days for the refund to post to your account.
Customer Answer
Date: 06/15/2024

Complaint: 21732331

I am rejecting this response because: First they must make sure to reconcile with my bank for the damage they have done to bring that account back from a negative balance to a zero balance. Since Hertz has totally destroyed that account it was closed so they will not be able to refund a hundred dollars into that account they must cover the damage to it first. Then I will take a check for $100.00 since I do not wish to attach Hertz to any bank account that I have moving forward based on their shady business practices. Basically they must correct the damage they have done to my bank account first and then send me a check for $100.00 as compensation for the situation they put me in I will be satisfied.
I would like confirmation that yes that understand my terms and yes they will submit a check to settle this matter.

Sincerely,

*****************************
Business Response
Date: 06/24/2024
BBB Case 21732331
Rental Record 81422049

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

I apologize for any confusion with this rental. Although I understand this is not the outcome you were anticipating; the charges are considered valid and no adjustment is to be made.

Thank you for contacting us.
Customer Answer
Date: 06/24/2024

Complaint: 21732331

I am rejecting this response because: What they withdrew from my account does not match the receipt, also addition charges were added such as unreceived upgrades and double dipping on several of the charges that were paid weekly. The biggest reason I asked for clear instructions at the beginning of the rental on how their leased worked not once did Hertz communicate by the way if we make a mistake and didn't take out for fees or extras that I would be responsible for it months after initial rental, no attempt to inform me of their mistake just simply took money out of my account with any matching receipt or proof of why. This is their mistake not mine, this has done financial damage to my account as well as a loss of income from the stunt their pulling no longer gave me access to make income to pay anything especially their mistake.
I want my bank account fixed and damages reimbursed, offering me a hundred for 3 grand is a slap in the face. Exploiting your customers is very bad business practice. Please make this right and stop with trying to charge me for your mistake.
Also to the BBB please post this exploitation to my account on your site to help others understand the way Hertz operates and takes advantage of their customers, I was a great customer and in the end all I got is to be taken advantage and a nightmare . Thank god I have several entities of government involved now for assistance The BBB and the attorney general, legal action must be taken to get Hertz to stop this bad business practce.
So to make clear no this is not acceptable the only thing that is, is for Hertz to undo the damage to my account and loss wages.

Sincerely,

*****************************
Initial Complaint
Date:05/19/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car on May 16 from Hertz at *********** and currently have the rental till May 21. The gas tank showed 1/4 full and it should have been full tank. Standard thing upon picking up car. Upon leaving, I told the woman at the exit and she radioed the concern to the front desk. She asked me does the gas tank show 30% full? I told her yes. She tells me that the front desk is aware of this, thats it. She rushed me out since there was a line of cars behind me. The following morning I had to fill the tank, spent $32.17. I notified Expedia, which I rented the car from and they have spent alot of time and effort to resolve this but was finally told, they are unsuccessful and basically we are sorry that nothing else can be done, I aint blaming expedia, they have always assisted me in the past. The Hertz rental place in *** dont answer the phone, wasteful phone recordings that only frustrates the caller. I should be refunded $32.17 because I have to fill the car up before I return it on tuesday and will probably spend the same amount. BBB have always helped me in the past and I hope this too can be settled.
Business Response
Date: 06/11/2024
Complaint ID: ********
RR#: 146455956

Thank you for contacting us. Please accept my sincere apology for your experience when you were not provided with a full tank of fuel. There are occasions when the vehicle provided is not full of fuel, when this occurs it is noted on your rental the fuel level you received and you are to return the vehicle at the same fuel level. I apologize this was not properly explained to you and you returned it with a full tank of fuel. In light of this information, I have issued a refund of $32.17 to your credit card. Please allow up to 7 business days for the refund to post to your account. 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: 06/12/2024

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:05/18/2024
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.
Rental record # ********* I rented a vehicle to take my mother to visit some family out of state. She is 75 years old and is on oxygen and uses a machine to breathe. When I received the rental I noticed the check engine light was on. So I called the location and they instructed me to call customer service because the didn't have anymore cars available, which I did. I called several times throughout the week of the rental and was told on multiple occasions a manager would reach out to me. They never did. Finally two plus weeks later I was able to get on the line with customer complaints and explain the situation where I was Informed they would refund me $250.35 ( Reference #********) for the cost of that rental. I was told it would take 5 to 7 business days. After 7 days and no refund, I called to find out what's taking so long and was told they change their mind and they're only willing to give me a partial refund. This is beyond Unacceptable. I was unable to use the vehicle as intended.Do to the fact that if the car broke down mid rental it could prevent my mother's oxygen machine from running due to the fact it would have to be plugged into the car. A partial rental refund is not acceptable.Because I lost hotel deposits and was unable to complete the trip. And now, every time I call hurts they hang up in mid conversation and no one is responding back. I need some help..
Business Response
Date: 05/23/2024
BBB: 21731085
RA: 121469946
This is in response to ***************************.
Thank you for contacting us regarding this matter. I do apologize for the state of the vehicle you received and the inconvenience this has caused you. Please rest assured, that I have issued a full refund for this rental in the amount of $250.35. Please allow 5-7 business days for this to reflect to the card on file.
Thank you for allowing me to assist in this matter.

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