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

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  Hertz

  5405 Airport Service Rd Tampa, FL 33607-1419

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  Hertz

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

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  Eagle Automotive

  2223 Memorial Pkwy SW Huntsville, AL 35801-5621

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  Hertz

  Ontario International Airport Ontario, CA 91761

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/12/2022

  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.

  I was involved in an auto collision and my insurance company reserved me a vehicle to rent starting July 20th. The Hertz office in question, had originally issued the rental under a completely different person unknown to me. I did not realize the vehicle was issued under the wrong driver until my personal credit card was charged $490 dollars. Instead of rectifying the issue, Hertz car rental charged me an additional $102, totalling $592 stolen from my account. When I called to reclaim the money, the representative rudely advised me to contact my adjuster and immediately hung up the phone. I haven't received any other update or notice. At this point I must cancel my card to prevent further unnecessary charges to my account. I need help.

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 9, 2022/08/25) */
  BBB Case No XXXXXXXX
  
  
  This is in response to **** ******
  
  I appreciate you bringing this matter to our attention. Please accept our sincere apologies for the recent experience with Hertz, we did not meet with the high standards of service we strive to maintain.
  
  Hertz thoroughly reviews every customer's inquiry, and I will be happy to investigate yours once I have received the information needed to do so. Please provide us with your Rental Record number, or your Reservation Id number.
  
  
  Thank you for contacting us.

• Initial Complaint

  Date:08/12/2022

  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 an auto from hertz online in Cabo San Lucas Mexico. There were many issues with the rental price misrepresented required liability, would not accept insurance purchased online. Then we took pictures of the car and rented it from 7/25 to /27/2022. Upon return I dropped my iPhone in the car, called it and it is now located at the office. Lost and found report completed via Hertz. To obtain return of the phone hertz is asking we send a rerun box with paid shipping label unfortunately fedex, ups, are unable to provide what is being asked iof us. Usps said they might be able to do this but no guarantee as they do not have offices in Mexico. I have called multiple numbers including Mexico to try to get someone to send the phone back willing to pay the cost but no one can help not even executive customer service as they say this is a franchise. Unfortunately I rented from Hertz this company represents themselves as Hertz and I would expect accountability from Hertz to resolve a simple lost and found issue. I believe they are making this difficult so they can keep the phone and sell it. Also this office sent me pictures of damage on the auto which was not mine I had pictures of my own to prove that. Hertz is misrepresenting themselves as a company that rents cars in Mexico and then not willing to provide the consumer with reputable help expected of their company. Very dissatisfied with inability to resolved a simple issue of phone return. Need help dealing with Hertz inability to get us help and return what is mine. Hertz needs to be accountable no matter what location otherwise consumer should be made aware this is a location not supported by Hertz for help.

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 5, 2022/08/16) */
  BBB Case No. XXXXXXXX
  RR No. FXXXXXXXX
  
  
  This is in response to ***** *******
  
  I do understand and apologize for any difficulties you encountered during this rental.
  
  In accordance with the Terms and Conditions of the rental agreement, Hertz is not responsible for personal property left in our vehicles. However, we are always concerned when customers do leave behind and work diligently to reunite the items with the rightful owner. Our procedures require that when items are found, they must be brought to a manager for proper identification and attempted return to the customer. I have contacted our partners over our San Jose Del Cabo franchise to assist in this matter.
  
  
  Thank you for contacting us

• Initial Complaint

  Date:08/12/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a rental car months in advance (Confirmation # KXXXXXXXXXX; Itinerary #XXXXXXXXXXXXXX), and Hertz did not honor it. This rental was booked 4 months in advance in the spring (April 2, 2002) for a fall pickup (August 4-7, 2022). We needed to drive from Quebec City to Tadoussac for whale watching. We had non-refundable tickets for a cruise ship, and motel reservations. On the day of pickup (August 4) I arrived at the rental location via taxi, having brought my wife and child, and was told by Hertz employees there were no cars, and to come back the next morning. We were stranded, and stayed one more night in the city. The next day, we returned again, and I was told again there were no cars, and I was advised to call the manager who was working at the Quebec airport location. I phoned the manager, and was told there were no cars, and there was nothing he could do. Since returning home, I've contacted Hertz customer service, and received an email that Hertz had the right to refuse rentals to same day pickup customers if previously rented vehicles have not been returned as scheduled. I'm disgusted, as I don't think Hertz should be accepting reservations if they have inventory issues, and they should notify customers well in advance if they are not going to honor a reservation. I think an acceptable resolution is that Hertz can compensate / honor / guarantee my NEXT reservation with Hertz.

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/16) */
  BBB Case No. XXXXXXXX
  Res ID number: KXXXXXXXXXX
  
  
  This is in response to **** *****
  
  
  I sincerely regret your recent experience with Hertz, we did not meet with the high standards of service we strive to maintain. As a service-oriented company, we rely on customer feedback to help us maintain and improve our service performance standards.
  
  
  The travel industry at large is experiencing high demand in travel while facing shortages in vehicle availability from the manufacturers. We remain committed to provide more fleet availability. I understand your concern and can confirm your reservation. However, due to fluctuation in day to day operations and returns I am unable to proactively advise if your vehicle will be available at the time of rental.
  
  
  Thank you for contacting us
  
  
  Consumer Response /* (3000, 7, 2022/08/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept their business response to my complaint. The shortage due to the pandemic has existed for months, and their business hasn't adjusted to the volatile situation as explained in their response to my complaint. A reservation still is, and always should be, a commitment and promise to those requesting it. Reserving a rental car is no different than booking a venue for an event such as a wedding: there is detailed planning involving people who made commitments in time and money. One cannot simply show up the day of the wedding only to find the venue was given to someone else. It is the worst nightmare for the bride, groom, family members, and guests. Similarly, it becomes a nightmare when traveling customers arrive to find their booking is not being honored. The solution is simple: Hertz should provide proper communication well in advance to allow customers to seek alternative plans. And if they cannot honor it, Hertz should accept fewer reservations. Therefore, the apology provided by Hertz is meaningless. My once-in-a lifetime trip was ruined and experience permanently altered due to their failed business practices. I'm seeking fair yet limited financial compensation from Hertz (please see attached receipt). I'm also seeking commitment from Hertz as a leader in the industry to makes changes to the policies currently in place, and restore the credibility they once had with customers again.
  
  
  Business Response /* (4000, 9, 2022/08/20) */
  
  BBB CASE#: XXXXXXXX
  Hertz Res#: KXXXXXXXXXX
  
  
  This correspondence is being sent in response to **** *****.
  
  We apologize for any frustration caused when the vehicle was not available. We understand that careful consideration is made when choosing the vehicle you require, and that is why we have such a wide range of vehicles available in our fleet. While we do state that a vehicle from the class booked will be available, on rare occasions, unforeseen situations arise that are beyond the branches control. This is usually caused by late returns, extended rentals, damaged vehicles etc. Rest assured your comments have been shared with appropriate management for their review.
  
  In order to consider reimbursement of the difference in cost with another rental agency or ride share company, we will need a date and time stamped receipt showing the charges billed.
  
  
  Consumer Response /* (4200, 11, 2022/08/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I'm not quite clear on your response in "paying the difference" as stated in your last correspondence. My booking with Hertz was for Aug 4. We lost one full day of expected rental car use. We had to take multiple taxi rides, yet this was not an option for our whale watching trip that was 3 hours away from Quebec City in Tadoussac. We shuffled our schedule and did our best trying to fix this mess on a Friday with limited available resources. Per your request, please see attached. One is an email showing the balance paid, and the other is an E-Receipt showing this same balance in detailhowever this E-Receipt has a TYPO in my last name. Nevertheless, it's the same contract, and both show the amount paid was $711.89. Please let me know if you have any further questions, and the next steps to getting this finally resolved.
  
  
  Consumer Response /* (3000, 15, 2022/08/24) */
  ***Document Attached***
  
  
  Business Response /* (4000, 20, 2022/08/30) */
  BBB Case: XXXXXXXX
  Hertz Res# KXXXXXXXX
  
  This is in response to **** *****.
  
  I appreciate you providing the requested documentation. As stated previously, we can refund for the ride share and difference in rate with the Rental Car agency you rented with.
  
  Our records show the Hertz rental was $151.15 per day total $453.96, your total with the other rental car agent is $611.00 therefore the credit different is $157.15. We will be happy to issue the credit for both the ride share and different in rate between car companies. Please contact us directly at XXX-XXX-XXXX and reference case XXXXXXXX and provide the credit card number you would like the credit processed. Once received, we will immediately process a refund of $238.02
  
  Thank you for contacting us.
  
  
  Consumer Response /* (2000, 22, 2022/08/31) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I phoned the number provided in Hertz's latest response, and it went to an overseas calling center. After several transfers, I was told that the credit in the amount of $238.02 cannot be processed until a manager called me back sometime in the next several weeks. Unbelievable. I accept this resolution, but am not happy. I was hoping for Gold service, and instead was given a number of hoops to jump through to make this happen. In summary, I'm a frequent traveler who rents vehicles regularly during normal times. It's important that Hertz gets this right, and changes their policies to allow customers the confidence the vehicles they reserve are available. With technology constantly improving, can't there be geo-location of their fleet, and notification to waiting customers of potential problems if cars aren't returned? I'm referring to my case. I don't ever want to show up at a rental location and told the day of pick that you have no more cars to rent. Will wait for your call...

• Initial Complaint

  Date:08/12/2022

  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.

  This message was sent to Hertz Car rental: Hello, As you will see below, I made a reservation with Hertz car rental International to rent a vehicle from Amsterdam Schiphol Airport for July 18th, with return on July 31st 2022. This reservation was transferred without my knowledge to a Third Party provider entitled 'Easy Terra Car rental' - and assigned a new booking number of EUXXXXXXXX-X At the time of booking with Hertz, I made it clear on the Hertz website reservation form, that I wished to take this vehicle to the UK via the Ferry from Rotterdam to Harwich, returning it to the Netherlands on July 31st. There was no caution on the Hertz website that I could not do this, when I added the information to the booking form where it asked about taking the vehicle across a border. That reservation was completed on June 30th 2022. The following day - July 1st - I departed for Europe via Air Canada. On July 1st, I received an email from Easy Terra car rental, that was delivered to my spam folder, regarding this reservation - see below: Inline image Since I was travelling, and not regularly checking my Spam Folder, I never noticed an email from 'Easy Terra' (whom I had never heard of), and even if I had checked, I would not have considered it a legitimate email, simply based on the fraudulent appearance of the email address! Very Poor business practice, Hertz! I did not make my reservation with Easy Terra, had no knowledge of what they were, and Hertz had never notified me that the booking would be off-loaded to a third party provider. As a consequence, i had no way of knowing that I would need to cancel this booking, despite having paid it entirely upfront. Very Poor business practice, Hertz! On July 18th, when I arrived at the hertz desk at Schiphol Airport, I was informed that I could not take this vehicle to the UK, and that I would need to take-up the matter with Easy Terra, as there was nothing Hertz could do about the situation. I had only two hours to get to the Ferry docks and clear customs, and Hertz jeopardized my chances of making that connection with any certainty. Very Poor business practice, Hertz! Through many phone calls with Easy Terra - who appear to be based in Germany - I was told that the best they could do was to penalize me 500Euros and refund me the balance of the 1200 Euros I had paid. Sadly, I had no alternative and had to agree to these terms with Easy Terra - whoever they are. Very Poor business practice, Hertz! To date, that refund money has not been received, despite being told on July 18th, it would be on my Credit Card in 7-10 business days - see below: Inline image Fortunately, your competitor Enterprise Rent-a-Car was able to save me that day in Amsterdam, and provide me with a vehicle that could go to the UK, while Hertz will never receive my business again! I am filing this complaint with the Better Business Bureau as well. I look forward to your reply. **** Orford President Defining Moments Canada, Ltd Orangeville, Ontario Canada. http://www.definingmomentscanada.ca
  
  Sent from **** orford (*****@rogers.com)

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 10, 2022/08/24) */
  BBB Case XXXXXXXX
  
  
  This is in response to **** ******
  
  Thank you for your patients while we investigate this matter, I have reached out to our Europe Prepaid team, and I am currently awaiting a response. Once I receive a response, I will reach out to you.
  
  Thank you for allowing me the opportunity to assist you on this matter
  
  
  Thank you for contacting us
  
  
  Consumer Response /* (3000, 12, 2022/08/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I can confirm that my Credit Card took receipt of $1,579.40 (CDN) on August 18th from AutoEurope, which is the agreed-upon refund equalling 1200.30 Euros.
  However, this response in no-way, deals with the specific nature of my complaint, in that Hertz did not appropriately inform my as a customer, that I would be prevented from taking the care rental vehicle to the UK to the Netherlands via Ferry at the time that they took my prepaid booking.
  Nor was I informed that the reservation would be handled by a Third Party provider named 'easy terra' at the time of booking. As a consequence, any email correspondence with 'Easy Terra' one into my Spam Folder, as it appeared to come unsolicited with 'junk.'
  As well, no effort was made by the hertz Counter Staff at Amsterdam Airport to assist me in my dilemma, except to instruct me to choose between assuming all liability for the car rental should I take the vehicle to the UK, or take-up my concerns with Easy Terra - with whom I had no knowledge.
  Finally, it has taken over 30 days to receive the agreed-upon refund + a complaint to Hertz, easy terra, and the BBB. That refund was promised within 7-10 business days - this means that Hertz/Easy terra had the benefit of my fully paid reservation from June 30th/22 - August 18th/22 - during which time I had to pay for an entirely new vehicle rental reservation with a competitor - Enterprise - at a much higher rental rate, in order to complete my business trip in the UK. I would suggest that Hertz/Easy Terra owes me a voucher, or at the very least, forgiveness of the 500Euro penalty I was assessed by easy Terra for my troubles.
  This is very poor business practice on the part of Hertz International. to leave a customer so completely vulnerable as a result of clear gaps in their reservation protocols.
  It is unacceptable for Easy Terra and Hertz Staff to blame this on the consequences of Brexit, or the automated online booking system.
  
  
  Business Response /* (4000, 14, 2022/08/26) */
  BBB Complaint #XXXXXXXX
  Res ID# KXXXXXXXXXX
  
  This is in response to **** ******.
  
  I appreciate the opportunity to review your concerns. We regret any misunderstanding regarding your International prepaid booking. The rental qualifications and requirements are listed on the web site in two separate areas. Once your are in the process of booking on Step 3 under the additional options you can click on the down drop arrow-Rental Qualifications and Requirements, then select Car Hire Guide and under Rental Requirements you will go to Driving Cross Borders and in (blue) select driving restrictions to view. Hertz vehicles cannot be driven into and/or off in any of the following, which United Kingdom is listed among others. Then also on Step 4 of the booking, You can click on Rental Qualifications and Requirements; Terms and conditions (in blue). Then choose a topic. Select Driving Restrictions-Driving Abroad. It states Hertz vehicles cannot be driven into and/or dropped off in the following, in which United Kingdom is listed. I do understand the frustration that you endured at the time of pick up. As stated in a previous response, We have reached out to our Europe Prepaid Team to check the status of your refund. Thank you for contacting us.
  
  
  Consumer Response /* (4200, 16, 2022/08/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Thank you for your response.
  This is a remarkably tone-deaf and unsatisfying response from Hertz. The suggestion is to blame the customer for a deceptive and misleading website protocol that hides valuable information deeply amidst Terms and Conditions several layers deep in the website.
  Clearly, the Hertz website has been designed by a lawyer and not a customer-friendly web-designer.
  In order for a customer to be aware that there are restrictions the Hertz imposes upon the cross-border use of a rental vehicle from Europe to the UK, one would have to KNOW that such restrictions exist in the first place, in order to conduct a deep-dove search of the website to find-out for certain.
  Why does the Hertz website simply not make a public statement in Step Three of the reservation system that all rental vehicles are prohibited from being taken from Europe to the UK?
  Why make a customer 'imagine' that such a restriction exists, and have to search deeply in order to find out?
  That is a deliberately deceptive practice, to hide such valuable information, in the details and small-print of the website.
  It makes NO sense to pretend that customers should know about such a restriction, when prior to Brexit, no such restriction existed.
  If this is a NEW protocol, the it should be clearly stated up-front in Step Three, and NOT buried in the "terms and Conditions'.
  I cannot emphasize this STRONGLY enough that this is a deceptive practice.
  I shall expect Hertz vis a vis Easy Terra to refund the 500 Euros penalty I was assessed on July 18th.
  Hertz is making their case worse with each attempt to explain this situation.
  An easier reply would be: "Yes, you are right and have a valuable point about the faulty nature of our website. Hertz is very pleased that you have highlighted this inadequacy so that we can amend the process to better-serve our customers, and so that no one else finds themselves in your unfortunate situation. We accept responsibility for this and will reimburse Mr Orford fully for his troubles."

• Initial Complaint

  Date:08/11/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hertz had no rental cars available when i arrived at the Atlanta airport so they cancelled my rental, and then still fraudulently charged my card for the rental that they had cancelled on Aug 5th around 11pm.
  

  Business Response

  Date: 08/23/2022

  Consumer Response /* (3000, 9, 2022/08/23) */
  Yes they called me this morning, and solved.the issue.

• Initial Complaint

  Date:08/11/2022

  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 had a rental agreement for a car at the Hertz DFW airport. When I arrived, I was told they were sold out. I told the manager I have a reservation AND I'm checked in. He told me the cars there are already spoken for and the company overbooked. This caused me to have to take a $100 Uber ride home and now I have no car for work. All because of a bad business practice.
  

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/08/16) */
  BBB CASE#: XXXXXXXX
  Hertz Res#: Unknown
  
  This correspondence is being sent in response to a query made by ***** ******. Thank you for allowing us the opportunity to review your concerns.
  
  We understand that our DFW location was unable to secure your recent reservation with a vehicle, on behalf of Hertz we would like to apologize for any inconvenience this may have caused to you and your travel plans. The travel industry at large is experiencing high demand in travel while facing shortages in vehicle availability from the manufacturers. We remain committed to provide more fleet availability.
  
  In order to consider reimbursement of outside costs incurred, please provide us with copies of your ride share invoice and the invoice from the alternate rental agency. In addition, please confirm your Hertz reservation ID number.
  
  Thank you for allowing us the opportunity to review this matter.

• Initial Complaint

  Date:08/11/2022

  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.

  On 7/15/2022 I rented a car from the Hertz location at the Denver airport. I extended my initial rental until 7/19/2022. On the 19th I received a call from Hertz, that the car was parked in a loading zone and would either need to be moved or Hertz roadside would tow. I relocated the car, only to return and find that it was gone! There was NO follow up call from Hertz and my many attempts to contact them were futile. No one could answer a question or tell me where the car was.On 7/20/2022 I returned the keys to the Hertz desk at the airport and given a car number by the manager there and told that all would be ok. Well it has been anything but! I have been charged for the tow and for a key replacement. Hertz is in possession of the key! The car was towed with personal belongings inside. I have the recorded voicemail, pictures of where the car was parked, documentation of my and my parents many attempts to contact Hertz and they either do not respond, or respond days later. They refuse to remove the key charge or the tow charge. I feel that I am in the right in regards to both but most certainly in regards to the key charge!When they do manage to reply there is no mention of my personal belongings or the returned key, just that there will be NO refund issued. My evidence does not coincide with what they seem to be coming up with and their details and facts seem to change daily based on who manages to respond. We have tried calling, emailing, Facebook and twitter. They are impossible to communicate with or reach.

  Business Response

  Date: 08/12/2022

  Consumer Response /* (3000, 5, 2022/08/12) */
  Hertz reached out to my dad this morning and is refunding the tow charge and one days rental. We were quite surprised. Thank you for reaching out but things to seem to be working out.

• Initial Complaint

  Date:08/11/2022

  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 at the Phoenix Airport and had a reservation for $179.82 (************). We arrived after midnight and they said the computers were down so they could not pull up the reservation. They gave us a car and a receipt that said "incomplete RR" (**********). The next day they called and asked if we had ever picked up the car. We said yes and they had us go out to the car and give them all the information. They said due to the inconvenience not to worry about filling the car up with gas. When we returned the car we went into the counter as we had a coupon for $75 off. They said they had no record of the rental. Decker (the employee) said that no matter what he did he could not create a contract and it was their mistake and he had no choice but to give us the rental for no charge as there was no record of us renting the car. He then, wrote down his name and gave the customer service phone number. After leaving the location a rental receipt showed up in our email for $309.02. They up charged us on the rental, charged us $77.12 for (92 miles driven) and did not take off the $75.00 coupon. The charge was fraudulent. We have emailed and spent hours on the phone and cannot get a resolution.

  Business Response

  Date: 08/17/2022

  Business Response /* (1000, 5, 2022/08/17) */
  BBB CASE#: ********
  Hertz RR#: *********
  
  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 caused by the charges billed for your rental. We show your rental record #********* is linked to reservation confirmation *********** for rental from 07/23/22 - 07/26/22. As you are a Gold Plus Rewards member, the contract was preprinted before your arrival in order for Gold Service to be received. The "incomplete RR" does not indicate a rental did not take place nor does it void the charges of the rental, this only pertains to the assigned vehicle not being listed on the contract.
  
  With this in mind, a rental vehicle was provided for the full duration of your scheduled rental and the rate billed is the correct rate as outlined on your reservation. We have found no indication of a free rental being promised and based on our records, a refund of the rental charges is not warranted as a vehicle was provided and the rental took place from 07/23/22-07/26/22.
  
  Thank you for allowing us the opportunity to review this matter.
  
  
  Consumer Response /* (3000, 7, 2022/08/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The response fails to address any of the issues raised. First the reservation was for $179 and we were charged $232.00. Nor does it address the gas charge that was added for $77.12 that we were charged after we were told not to fill up the car. It also, does not address why the $75 coupon was not applied. Finally, they refused to give us a final receipt at the counter. This rental had multiple issues of fraud by a Hertz employee. All of the relevant documents are attached. Why is this not being escalated.
  
  Business Response /* (4000, 19, 2022/08/31) */
  BBB CASE#: XXXXXXXX
  Hertz RR#: XXXXXXXXX
  
  This correspondence is being sent in response to ******* *******.
  
  As previously advised, the reservation shown in the documentation provided was for the date of 07/22/22 and had been cancelled and rebooked when you arrived after business hours. The reserved rate has been correctly applied to your rental under the confirmation KXXXXXXXXC2. There is no documentation provided confirming a rental certificate of $75.00 or a refund of fuel was due.
  
  In addition, we have no record of a free tank of fuel being promised at the branch or by our Customer Service team. Therefore, a credit is not warranted. However, as a gesture of goodwill we will process a credit of the fuel charges.
  
  When applying a certificate to the rental, as outlined in the terms & conditions on the certificate, the PC code must be listed on the reservation and the certificate provided at the time of rental. We have confirmed that neither reservations under confirmations KXXXXXXXXC2 or KXXXXXXXXXX show a PC code listed for redeeming a voucher. However, we will issue a credit of $75.00 in addition to the fuel charge as a gesture of customer service.
  
  With this in mind, the above credits have been provided as a gesture of goodwill and further credits are not warranted. A total credit of $153.04 has been processed today and will show on your billing statement within 5-7 business days.
  
  Thank you for allowing us the opportunity to address this matter once more. With the above in mind, we consider this matter as being fully addressed and resolved.
  
  
  Consumer Response /* (2000, 21, 2022/08/31) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  There explanation makes no sense. However, a local manager contacted me and we were able to reach a resolution.

• Initial Complaint

  Date:08/11/2022

  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 reserved a rental car on 8/7/22 to pickup from the Norfolk International Airport and drop-off at the Stafford, VA location for $102.89. When I went to the drop-off location I found a note on the door saying it was out of business. I called customer service to ask what to do. At first, the representative did not understand what I was trying to explain to him. Then he told me to drop it off at a different location. I asked him which one and he said the nearest one. I asked where that is and he repeated the one in Stafford, which I had to explain again that it did not exist anymore. On the contract signed it states Stafford as the drop-off location. I asked for a refund and he said customer service handles that and to call back tomorrow. I ended up sitting in traffic for two hours to return the vehicle to the Fredericksburg, VA location. The next day I called customer service and spoke with Amelia, who offered me a $75 voucher, which I refused and requested a full refund. She said said only a supervisor could do that and put me on hold. She returned to the line and said a supervisor was not available and took my callback information. She advised that either a supervisor would call me back or I should call back once the charges post to my account. I called again on 8/11/22 after not having heard back and spoke with Ron (id# ****** He offered me a $40 voucher, which I refused and then he increased it to a $50 voucher. I spoke plainly that I did not wish for a voucher and wanted a full refund for having my time wasted returning the vehicle to a different location. He stood firm with his $50 voucher. I told him I would file a complaint with BBB. He said he would notate that on my account and if I decided to take the voucher to call back. I am not filing a complaint with BBB, and I also filed a dispute via Capital One.

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/08/17) */
  BBB CASE#: XXXXXXXX
  Hertz RR#: XXXXXXXXX
  
  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 inconvenience caused when the return location was closed upon your arrival. Rest assured, this matter is being addressed with appropriate management for their review and corrective action where deemed necessary.
  
  With this in mind, as a rental vehicle was provided and utilized for your rental period a full refund is not warranted. However, as a gesture of concern we are processing a credit of 1/2 of your rental charges in the amount of $51.45. Though processed today, please allow 7-10 business days for the credit to show on your billing statement.
  
  Thank you for allowing us the opportunity to review this matter.
  
  
  Consumer Response /* (3000, 7, 2022/08/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The return location was not merely closed upon my arrival, it was out of business and does not exist anymore. I will accept this once I actually see the refund posted in my account.
  
  
  Business Response /* (4000, 9, 2022/08/25) */
  BBB Case No XXXXXXXX
  RR No XXXXXXXXX
  
  
  This is in response to **** ******
  
  I sincerely regret your recent experience with Hertz Customer Care and that we did not meet with the high standards of service we strive to maintain. As a service-oriented company, we rely on customer feedback to help us maintain and improve our service performance standards.
  
  I realize you're waiting for the refund of $51.45 to reflect in your account, I hope that has been completed for you. We do appreciate the opportunity to address your concerns.
  
  
  Thank you for contacting us.
  
  
  Consumer Response /* (4200, 11, 2022/08/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Good evening,
  
  While you have repeatedly expressed your commitment to resolving the situation, I have noticed the location in Stafford is still listed as an operating location on your website. I have attached a picture of the door stating that the location is closed. There is nothing in the building you can see besides an empty desk. Google lists the location hours and says it was "confirmed by the business" 7 days ago. I do not believe the error has been fixed on your part and other clients either have experienced the same problem as me, or are going to.
  
  Finally, it shows poorly on your part that after so many days, I can simply drive by and confirm that the error still exists and all you have done on your part is continue to say that you will take corrective action.
  
  
  Business Response /* (4000, 13, 2022/08/29) */
  BBB Complaint #XXXXXXXX
  RR#XXXXXXXXX
  
  This is in response to **** ******.
  
  I appreciate the opportunity to address your concerns regarding the Stafford, VA location. I have reached out to the GM over the location advising that we do not currently have this location listed as temporary closed in our system or the web site. This should be resolved in a timely manner. Thank you for reaching out to advise us. There was a delay in processing the Manual adjustment and we have expedited the process. The credit should reflect on your account within 3-5 business days. See attached receipt. Thank you for contacting us.

• Initial Complaint

  Date:08/11/2022

  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 at the Tulsa, Oklahoma airport last evening. I was told the only car available was a small SUV, Ford Escape and charged $300 for it. At that same time my family was on Hertz WEBSITE and there were MANY cars available in Tulsa that cost much less. Vehicle license ** ******* It's a one way rental and I was charged a TOTAL of $304.28. There is a record locator #XXXXXXXXX but no reservation #. I am requesting a refund of 1/2 of the rental which more closely represents the prices quoted on the website. I would also request a review of Hertz "walk-in rental " which is what they are claiming increased my costs, yet isn't stated anywhere on the website or in the list of additional fees on the receipt.

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 5, 2022/08/17) */
  BBB CASE#: XXXXXXXX
  Hertz RR#: XXXXXXXXX
  
  This correspondence is being sent in response to a query made by ********* *******. Thank you for allowing us the opportunity to review your concerns.
  
  Hertz provides rates based on several factors. This includes where and when you rent, the type of vehicle, and whether you receive a discount or special rate through your affiliation with a company or organization. Also, Hertz utilizes a "Yield Management" system similar to hotels and airlines, where rates are assigned based on supply and demand. Generally speaking, the earlier you book your reservation, the lower the rates will be. We regret any misunderstanding regarding the rate billed; however, the charges have been reviewed and are correct and were agreed upon at the time of rental as indicated in the rental contract you have attached.
  
  With this in mind, we must respectfully decline your request for a refund or adjustment of any portion of your rental charges. While we understand this is not the outcome you were anticipating, we hope you will respect our position on this matter as we consider it having been fully addressed.
  
  
  Consumer Response /* (3000, 7, 2022/08/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am not satisfied with this response. There is mention of subjective and unpublished policy within the Hertz Company. They clearly are stating that they took advantage of my situation, which was that my flight was initially delayed and then cancelled. I was 5 hours away from family and was not offered a hotel to stay near by either. I needed a rental car last minute to get to my family to have a bed to sleep in. Hertz did not mention circumstantial charges. May I remind, my family also disclosed to me that there were cars available at a lower price after the fact. I wish to continue to press for reimbursement of at least 1/2 of the charges asserting that I was clearly taken advantage of in a very stressful situation that was out of my control.