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

• 

  Eagle Automotive

  2223 Memorial Pkwy SW Huntsville, AL 35801-5621

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:05/16/2024

  Type:Order 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 5/7/24 an individual driving a hertz rental vehicle hit my vehicle and caused a lot of damage to my vehicle. The individual driving the Hertz Rent-A-Car claimed that she worked for Hertz here in town and Hertz insurance would fix the damages that she caused. She received a ticket from the police and I have a detailed police report of what happened when she hit my vehicle and caused damage. I called and filed a claim with Hertz that same day, but later on i was told that it was just an accident report. Hertz roadside assistance customer service representative told me that I needed to contact hertz claim management corporation and provided me with a different phone number for me to contact. So the following day I called the Hertz Claim managment corporation number and told them what happened again, and I received a different claim number. Hertz Claim managment corporation told me that the turnaround time for me to receive an adjuster asigned to my case would be five days but when I call for an update, they continue to tell me something different and they are giving me the runaround. They keep claiming that my case will be expedited and they will send it to the back office but nothing is being done. My vehicle is damaged because of the driver in the Hertz rental vehicle and it is not safe to drive.

  Business Response

  Date: 06/01/2024

  Complaint ID: ********

  
  Thank you for contacting us. So that we may better assist please provide any documentation such as a police report so that we may provide it to our ****************** Please also provide your Claim number. This information will assist in our ***************** being able to better assist. 

• Initial Complaint

  Date:05/16/2024

  Type:Sales and Advertising 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, 2024, I rented a car from Hertz @ ***********************. I am a Gold Member & as I have typically done, requested a mid-sized SUV. I was directed to the President's ****** to get my vehicle. Upon exiting, I was asked the typical questions about UPGRADES & was SPECIFICALLY ASKED - "Do you want the *********** Option" so I can return the tank near empty & not have to worry about re-fueling. I declined stating that have a lot of driving to do and will fill up before I return.After driving approx 80 miles on the 13th, I had a long trip from ******* to ************ on the 14th. About 30 minutes into my journey it occurred to me, I should fill up with gas, just in case as there is a LONG stretch of nothing ahead. This is when I realized I did not have a gas gauge but a "charging gauge" - I NEVER requested an electric vehicle (EV) - I was NEVER ADVISED I was in an EV - nor did the agent ask me or verify. PLUS!, the agent asked me about refueling prior to my return! I called Hertz ************* for help as I am clueless with an EV. After waiting on hold for 30 min, I get the Phillipines. They could not help me in HOW to charge the car or WHERE to - they were NO HELP. I get transfered to Emegency Roadside Assistance: (Claim # ********* to refer to) I was told I had to go 40 min. OUT of my way to get a super charge, or I could go closer but i would take several hours to chge. I headed to ******** (WAY out of my way) & waited 50 min to get an 85% recharge. I am NOW OVER 1 hr late to my meeting I fly in from ** to have. The *** had to leave; could not wait. I met w/ his "staff" out of courtesy.My return required a 2 hr local charge to get JUST enough to get me to ****** for a supercharge station, which was over 40 minutes OUT of my way. I waited in ****** 1 hr & STILL had a >2hr ride home. I turned off my ********** the entire return to conserve. I wasted over 6 hours of my life waiting and driving out of my way; & MISSED my big meeting

  Business Response

  Date: 05/22/2024

  Hello *********;Le Pera,

  Thank you for reaching out to us. Since you did pick the vehicle from the President ****** lot and it was an EV when you choose it, a refund is not warranted. You were not charged an upgrade fee. In the future you can locate nearby Tesla Supercharger stations by selecting Navigation, then tapping the lightning bolt icon in the lower right-hand corner of the map. Thank you. -***

  Customer Answer

  Date: 05/22/2024

   
  Complaint: 21720176
  
  I am rejecting this response because it is a distinct act of both fraud and deceit.  There was no demarcation, no warning, no advisement as to their vehicles being EVs.   There is a duty to advise and disclose and clearly remark which vehicles are EVs.  

  Your own exit clerk didn't even know as she asked me if I wanted to prepay my fuel option.   Turning the tables is an extremely unfair business practice... Hertz was negligent in failure to disclose.   Your lack of disclosure cost me a major meeting, perhaps a significant loss of a large sale and 6 or more hours of wasted time driving to and and waiting for recharges.      

  O am only asking to be repaid for the day and the wasted time.  Further legal action against your negligence to disclose is an option if you do not do the bare minimum to address your failed and insufficient policy and lack of care to your customers.

   

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

  Business Response

  Date: 05/29/2024

  Complaint ID ********
  ********************** Agreement Number 144279811
  
  This is in response to ***********************
  
  Our local management makes every attempt to provide our customers with a vehicle they booked for; however, during our peak season this may not be possible. Whilst we do state that a vehicle from the class booked will be available, regrettably, we cannot guarantee a specific make or model. When booking a reservation whether this is booked online, through our app, over the phone or with a third-party vendor the booked reservation is securing the rate quoted at the time the reservation is made, this process is not a legally binding contract. On rare occasions, unforeseen situations arise that are beyond the branches control. This is usually caused by late returns,extended rentals, damaged vehicles etc. Being that Electrical Vehicles (EV) are included in our fleet it is possible that a customer may receive an EV.
  
  I truly regret the inconvenience this matter has caused you. Thank you for allowing me to address your concerns.

  Customer Answer

  Date: 05/30/2024

   
  Complaint: 21720176
  
  I am rejecting this response because:  These are a tremendous amount of excuses to burden your members with an undesired levy of what works best ONLY for Hertz.  Hertz failed at EVERY turn - from never advising these policies above, to having your OWN attendant not even know I was taking an EV due to the fact they asked me if I wanted to buy the Pre-Paid Fuel option upon exiting, there was NO alert, warning, signage etc. that the vehicle was an EV; after calling myraid numbers I keot getting routed to the Phillipines with attendants that were useless as they read from a screen and in being customer service supposedly, were never able to help me with my situation in advising HOW to charge, where to charge and so forth - AFTER waiting on hold for no less than 25 to 30 minutes on 2 occasions I needed to contact SOMEONE for Help.

  NOT advising a customer that they are receiving a vehicle they never asked for is a type of fraud - especially when it comes to an EV.  You would think, in a state the size of ***** especially, you would give EXTRA warnings and provide a much higher degree of service to those unsuspecting Hertz would pull a fast one.  Never being advised - getting NO help from customer service, waiting on hold for an unreasonable amount of time, essentially FORCING me into a lose / lose situation and missing my meeting that I flew in from ** for, is inexcusable.  Your response plays the victim card when the truth is, Herts does not have reasonable infrastructure and policies in place to service their customers - nor have you addressed that you would do anything different to try to protect the best interest of your customers  This is unacceptable and part of this claim to ensure that everyone knows how Hertz can hurt their clients and take NO accountability and provide NO assurance as to any changes in their services and force their clients into an UNreasonable negligent situation and have no recourse.  BUYER BEWARE of these negligent practices. 

  The Better Business Bureau atleast can help protect unsuspecting people from such practices.

  I still maintain your offer of points does NOT compensate for the degree of aggravation and frankly lost business due to your negligence.  Please advise some sort of more appropriate compensation for a day spent losing business and wasting > 6 hours of my life driving out of the way to charging stations to only have to wait many many more hours to have the car recharged.   NOTwithstanding bogus information I received from you "emergency road side" assistance crew - sending me to a universal charging station where they claim it is a fast charging station ONLY to find out 7 hours+ to a full charge when I am still > 2 hours from my hotel. As I started here - Hertz failed at every step of the way - multiple times.

   

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

• Initial Complaint

  Date:05/16/2024

  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 extreme dissatisfaction regarding an unauthorized insurance charge that was added to my recent car rental with Hertz in ********* agreement *********. From February 28th to March 3rd, I rented a car from your ********* location, providing the necessary information that my company already covers insurance for rental vehicles.Despite informing your staff about this coverage, I was shocked to discover an additional charge of $139.96 for insurance on my final bill. This charge was not only unwarranted but also directly contradicts the information I provided at the time of rental.This unauthorized charge not only violates our agreement but also undermines the trust I place in Hertz as a reputable car rental company. As a result, I demand full reimbursement of the $139.96 insurance charge.I expect this matter to be resolved promptly and for the reimbursement to be processed immediately. Failure to do so will leave me with no choice but to escalate this complaint further and seek appropriate legal action.Please confirm receipt of this complaint and provide a timeline for the reimbursement process. Funds need to go back to the company card I used ending in 9197.

  Business Response

  Date: 05/22/2024

  BBB Complaint# ********

  Rental Record# *********

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

  We have reviewed the customers attached signed ********************** agreement. The rental agreement was signed with the Loss Damage Waiver charges accepted. In accordance with the signed rental agreement, the charges are valid and no adjustment is warranted. 

  Thank you for contacting us. 

  Customer Answer

  Date: 05/23/2024

   
  Complaint: 21719780
  
  I am rejecting this response because the representative at the counter provided misinformation during the transaction. When I asked if the insurance being added was necessary and part of Teslas coverage, he indicated that I needed it to be insured. I did not authorize additional insurance coverage during my rental. I am seeking a quick resolution regarding this matter. If this issue remains unresolved, I will file a case in small claims court to recover these charges. It is up to you to decide how far you want to take this. This will be my last attempt through BBB before proceeding in my next actionable steps. 
  
  Regards,
  
  ***************************

  Business Response

  Date: 05/29/2024

  Complaint ID ********
  ********************** Agreement Number 984191714
  
  This is in response to ***************************
  
  As we were not present for the conversation between yourself and our representative, we must rely on documentation available. In accordance with the Signed Rental Agreement the charges are valid. However, I have refunded the Loss Damage Waiver as a gesture of our goodwill. Please allow 5-7 business days to receive your refund of $151.16.
  
  Thank you for allowing us 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:05/15/2024

  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.

  Re: Hertz Rental Reservation #K84825023F3 and Hertz Gold Plus Rewards Member #******** I reserved a rental for pick up on 5/4/2024 at Hertz located at ****************************************************************. This is the only date, ************ I gave Hertz authorization to run my **************** card. When I arrived via Uber I gave the manager my card. When he ran the card ihe advised i was unable to rent the car because I was placed on Hertz Do Not Rent List. He advised I would not be charged a cancellation fee. I even tried modifying & cancelling it online right then & there, but it would not allow me to. I advised manager & again he assured I wont be charged. If I was placed on Hertz Do Not Rent List, it is not because I did something wrong. It is because I disputed unfair & deceptive hidden fees. This is blatant retaliation because I exercised my rights to dispute unfair/deceptive charges/holds. I did not dispute the entire amount , so Hertz was paid for the correct services,rendered. To date Hertz continues to subject me to their unfair and deceptive business practices. On May 10, 2024 Hertz unfairly & deceptively without my authorization & without my permission charged my credit card $37.95 for a no show for reservation#K84825023F3 after they denied services. I have receipts, supporting documentation, location services etc to prove I was at Hertz location on the *********** as stated in my reservation. This was not a no show, but an unfair & deceptive practice of retaliation and denial of services.Is this retaliation due to me filing a dispute & exercising my fair credit rights back in Nov 2023? This is so unfair. The way companies are treating consumers in ************* is unbelievable. I AM REQUESTING THAT HERTZ CORPORATION CREDIT MY ACCOUNT AND RETURN NO SHOW / NO CANCELLATION FEES IN THE AMOUNT OF $37.95 BACK TO MY BANK OF ANERICA CREDIT CARD ENDING IN 3397. THESE FUNDS WERE TAKEN WITHOUT MY ************************** SEE ALL ATTACHMENTS

  Business Response

  Date: 06/01/2024

  Complaint ID: ********

  Res#: K84825023F3

   

  I apologize for any misunderstanding regarding the "no show" fee you were charged. Please be advised because you initiated a chargeback with your financial institution there is a current chargeback for the amount of $37.95. Once the chargeback is closed we can proceed with the refund. 

• Initial Complaint

  Date:05/15/2024

  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 on 11/08/2023 from ******, ** and returned it in **********, ** 11/09/2023. I received my e-return receipt. Monday I received a call from *********************** the manager of the Baton Rouge, LA office. He accused me of damage the vehicle on 11/12/2023. Three days after I returned the car. I have contacted my credit card and insurance company to let them know you are fraudulently making a claim against me. Attached is my e-return receipt.

  Business Response

  Date: 06/05/2024

  Complaint ID: ********

  RR#: 651573930

   

  Upon receipt of your inquiry, we immediately reached out to our ***************** Offices for their further review and assistance. They have advised the damage claim was closed on 05/16/24 and you are not being held liable for the damage claim. With this in mind, you should not receive any further correspondence related to this matter.

  I apologize for any inconvenience caused and thank you for bringing this matter to our attention. 

• Initial Complaint

  Date:05/15/2024

  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.

  RR127883803 Rented a car on May 1st 2024 at the *************** location drove to **************** an returned to there airport where it was to be returned on May 2nd before the time due. Tuesday may 14 receive message stating my vehicle is over due called an tried to resolve issue. With no luck called again an asked to speak with a manager or supervisor was transferred to the Columbus ga. Hertz location they said they can see the car was returned but are Unable to close out the return. Will make another attempt to get this resolved. However they are still charging my credit card on file daily for a rental car that was returned on the 2nd of May 2024.

  Business Response

  Date: 06/04/2024

  Complaint ID: ********

  RR#: 127883803

   

  Please accept my sincere apology for the billing error related to your rental. We have reviewed this matter with our Columbus, GA team, they have confirmed the vehicle was returned on 05/02/24.Therefore, I have issued a refund for the extra days charged, the refund is $1,973.42 and will post to your credit card within 7 days. Please also note that any additional authorizations that were held due to the rental still being open were released from our system on 05/29/24.

  As a gesture of apology and in an effort to regain your confidence, I am mailing a $100.00 rental certificate to your address. Please allow up to 10 days to receive the certificate in the mail. 

   

• Initial Complaint

  Date:05/15/2024

  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.

  Hello, old record number is *********. Hi, my name is *********************************. My compliant about this company is two different things. One I been reaching out to Hertz company about my belongings that were in the vehicle when hertz took their car back on 5/6/24. I went up to the location paid the balanced owed. Come to find out, my belongings that were inside the vehicle, the location did not have it. I were told by the manager by the name of **** that I can reach out to hertz who holds the items. I been reaching out since May 6,24. No one from the company have reached out to me regarding this matter. I run a business outside of any contract company I do. This situation made me lose over 1200 bucks within the short amount of time because of the unfairness, lack of communication and false advertising that they will reach out within 3 to 4 business days. They have not done that. This is very irritating to deal with because its unprofessional on their end. Second, I was charged $299 after I paid up the dues, they had the nerve to say I owe which I have proof of that as well. Hertz have a habit of making false statements saying you owe them when u dont. They will go inside your accounts without asking permission and cause your account to be in the negative. I am asking for them to pay for the charges they caused and give me my belongings back asap. If I dont get this situation taken care of, I will take this further in a legal action against hertz Company, and they will have to pay for the damages they caused and stress for me losing out on so much money during this time. All I ask for is getting my belongs and pay for the fee. Simple not much to ask for, I hope to hear from someone soon and get this resolved. Thank you for your time.

  Business Response

  Date: 06/01/2024

  Complaint ID: ********

  RR#: 980216775

   

  Thank you for contacting us. A review of our records indicates your rental was due for extension on 04/24/24. When you failed to extend, your rental became overdue which resulted in the rental being repossessed. The charges applied were for the time period you had the rental. Therefore a refund is not warranted in this case. Attached is the final rental invoice.  In regards to your personal items, please advise what items were in the vehicle and we will reach out to the location lost and found to determine if the items were found. 

  Customer Answer

  Date: 06/15/2024

   
  Complaint: 21718347
  
  I am rejecting this response because: Hertz are liars. I have proof of payment that I paid. This company will get over on anybody and try to say this wasn't paid. I keep every record of every transaction since this company is never telling the truth. They have a lot of complaints and will go into your account without notifying you of these transactions. All I ask is to pay for the amount due. You guys make millions of dollars a year what is $299 dollars to hertz is nothing. I pay 1200 each month which is ridiculous to me pay for a rental. If not, I guess I will take this further to resolve this case. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 06/19/2024

  BBB Complaint: 21718347

  RR# 980216775

  This is in response to ************************************* complaint. The Uber rentals renew each week, When you credit card started declining that immediately puts you into overdue status. The final bill which I will attach is from the rental dates of 04/17/24 through 05/05/24. You have not been overcharged. You may view all your billing receipts for this rental on our website www.hertz.com. I've submitted a request to the rental office about the items in the vehicle and ask a manager to contact you,

  Thank you for contacting us.

   

   

  Customer Answer

  Date: 06/20/2024

   
  Complaint: 21718347
  
  I am rejecting this response because: this proves nothing. again, I have of these records especially for the February payment. my bank shows a payment for the two weeks I paid in February the so-called amount you guys say I owed that was paid for. So how are u guys saying I owe an amount that I have proof of. this is not making since at all. you guys owe me $300 dollars for overcharging me when I proof of it. I take this action further if u guys can't reverse my payment for overdrawn my account from the last card that was on file from the last pervious rental and messing up my account. I don't owe you guys no other payments from any previous rentals please stop sending me letters when proven is all it matters. How can you guys resolve this matter for the payment that is owed to me? 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:05/15/2024

  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 made my reservation through your website and added my corporate program to my account. When I left the your facility I was asked if I wanted to add coverage. I replied it should have coverage included with the corporate program. I was told he could not tell if there was a corporate number on the contract. I called customer service and was told I would have to drive 30 minutes back to your facility and return this rental and start a new one!!!!! This is unacceptable. Your website is terrible and if you cal for assistance you're on hold at least 20 and then youre told to go deal with it in person!!

  Business Response

  Date: 05/22/2024

  BBB Case #:21717374
  RR# or Res#: ********************** is in response to *************************.
  

  Please accept our apology for any misunderstanding regarding adding or removing coverage. Once the contract is opened our **************** team will not be able to add or remove any added services. This unfortunately does have to be addressed with the renting location. If you need any further assistance, please feel free to email us at *************************************************** and include your concerns and rental record number. We are always here to help.
  

  Thank you for contacting us. 

• Initial Complaint

  Date:05/15/2024

  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 from Hertz in ************** in ***** on 4/12/24 - 4/23/24 with reservation # ***********. Hertz engaged in misleading business practices. I was unfairly charged almost double the original fee during car pickup. I had a reservation for a Midsize SUV (Group D1), which was shown as a ******* 3008 or similar. It is easily assumed that any midsize SUV within the same group would have similar if not same passenger and luggage capacity. During pickup, the attendant claimed that the only D1 group car available was a ****** ****, which is a much smaller car with exactly half luggage capacity (249 liters) of ******* 3008 (500 liters); yet, these 2 models are included in the same group with such different sizes and capacities. We were told our 3 pieces of luggage would not fit in the ****, so we were forced to upgrade to a larger group I6 car. From past experience, all reputable car rental companies provided us with a larger car free of charge to meet the similar size requirements. Hertz took advantage of the customer need to make an easy profit. The original reservation cost was 498 and the additional fee for the upgrade was 400, almost double the original amount. Hertz should have clear lists of cars included in each group. If I knew the cars included in the group, I could have rented a larger car from the beginning and paid only 100 more. In this case I paid a much higher difference. I request that Hertz refunds to me at least 300 of the extra surcharge. I called Hertz customer service several times but the issue was not resolved.

  Business Response

  Date: 05/22/2024

  BBB Case #:21717263
  RR# or Res#: ******************** is in response to ***********************************************.

  After review of our records, we confirmed you agreed and accepted the upgrade charge, and no refund would be warranted; however,as a goodwill gesture I have issued a refund for half of the upgrade charge in the amount of EUR ****** to your **** card.Please allow 5-7 business days to post to your account. Please know your concerns with the location and vehicles in each category have been sent to the appropriate management for internal review.
  

  Thank you for contacting us. 

  
  

  Customer Answer

  Date: 05/26/2024

  
  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:05/15/2024

  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 having back to back issues with this provider and location for well over a year now to my most recent experience today and yesterday. I am constantly making reservations at this location to get there and be constantly informed they dont have an available viechle for me its always some excuse from the system to just not having enough inventory I call the location during regular business hours and the phone is turned off stating the buisness is closed when they should be open I have reach out to ****** on several occasions where she is rude and unprofessional. Today her worker also named ****** stated that she was informed by ****** not to rent me a vechile I am not on hertz for not rent list so how can the location state that now I feel like Im being discriminated against and this is a form of retaliation because I advised I was filing a complaint with the Bbb and there corporate office. I have reached out to ***** at the ************* location because everytime I ask ****** for her managers info Im being told there is no manager for this area or Im being provided fraudulent/inaccurate information. Today I was told that indeed there is an area manager for this location named ***************************** so again Im not sure why Im being lied too and provided with inaccurate information from someone thats suppose to be a manager

  Business Response

  Date: 05/31/2024

  Complaint ID: ********
  ********************** Res#: ********************** 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 troubles caused to you during your interaction with our representatives at the branch. We would like to make a meaningful investigation into this matter, but will need more information to do so. Please provide us with your drivers license number and the state of issuance so that we may follow up with our Rental Suspensions team for the status of your rental privileges.