Complaints

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

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  Hertz

  8501 Williams Rd Estero, FL 33928-3325

• 

  Hertz

  5405 Airport Service Rd Tampa, FL 33607-1419

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  Hertz

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

• 

  Hertz Corporation

  2300 N Airport Blvd Springfield, MO 65802-7536

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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:08/10/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 17th, I returned a vehicle that I had rented. Before returning the vehicle, I dropped my family off at the airport terminal. When I got to the rental car return place, I realized that my partner had the car key in his pocket. I let the attendant know that I had to go retrieve the keys. I went straight to the terminal and sat with our kids while my partner went to return the key. He notified the attendant when he arrived, and put the key in the drop box as instructed. We were told this was not a problem.
  
  Despite the above, I was charged $243.81 for a lost key. I contacted the business on July 21 to let them know that they'd erroneously charged me. They said they'd be back in touch soon. 6 days later I followed up. I followed up again the day after that and disputed the charge on my credit card. At this point they still hadnt responded to me other than to say they'd look into it. The following day (8 days from the original email), they told me they still hadnt received any information from the location, and to give them more time. Another 6 days went by. I followed up again. Its now been three weeks, and they cant even be bothered to respond to me.
  
  We took the time to talk to the attendants, let them know what was going on, and then return the key promptly - within a half an hour of when I dropped off the car. This is ridiculous and extremely poor customer service. I want a full refund on the inappropriate charge.

  Business Response

  Date: 08/18/2022

  Business Response /* (1000, 5, 2022/08/16) */
  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 frustration or concern caused by the additional billing incurred on your rental. Based on our records, our Customer Service team attempted to reach out to the branch for assistance with the key charges billed. Since a response has not been received, we have issued a credit of $243.81 to the charge card originally billed. Though processed today, please allow up to 5-7 business days for the credit to show on your billing statement.
  
  We appreciate your bringing this matter to our attention and want to assure you this is being thoroughly investigated with appropriate management for their review and corrective action where deemed necessary.
  
  Thank you for allowing us the opportunity to review this matter.
  
  
  Consumer Response /* (2000, 7, 2022/08/18) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I was issued a refund as requested, and appreciate that. I do however still have concerns about Hertz as it took a month and multiple avenues (customer service request, disputed on credit card, contacted through Twitter, finally through the BBB) to get a response.

• Initial Complaint

  Date:08/10/2022

  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 canceled the reservation shortly after booking it and this was on July 22nd it is now August 10th and I still do not have my refund back. Every time I call they tell me I have to call a different number every time I do the online chat to resolve the issue they keep saying that they have to investigate further I just want my money back

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 5, 2022/08/16) */
  BBB CASE#: XXXXXXXX
  Hertz Res#: KXXXXXXXXF4
  
  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 confusion caused regarding your prepaid reservation. Our records show your reservation was booked and cancelled within 24 hours. Therefore, the full charges were not processed and were released by Hertz at midnight on 07/22/22 when the booking was canceled. With this in mind, the funds were immediately released in full by Hertz on this date. As your financial institution determines the timeline in which the funds are returned to the account balance, we recommend contacting them for further assistance.

• Initial Complaint

  Date:08/10/2022

  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.

  After trying & failing to gain assistance from several Hertz support teams, incl. Executive ************** I'm filing this complaint as a tool to motivate a prompt response from someone with the power to remedy what was an awful customer experience from start to finish. My message to *********************** was assigned reference number ********. My message was very detailed & contains more than enough information for Hertz to investigate and respond within 24 hours. If they fail to do so, I will proceed to update this post/complaint with every single egregious failure (lies, misinformation, blatantly ignoring their own stated policies, not one single employee being accountable or willing to ackowledge and remedy my difficulties) on the partz of Hertz to competently service me as a customer. For now, I will only summarize the result of additional egregiousness post-sending of my message to ***********************. Multiple employees, including the local District Manager advised me to book a new rental. The next day I was informed that I would not be permitted to pickup the new rental because I booked it with a debit card. I responded that the rental I had been currently driving was booked and picked up with the debit card, as I met all the criteria for debit card use per the stated terms for that specific location. I added that the DM, who knew I'd used a debit card to pick up my existing rental and also knew I'd be using a it to book the new rental, had explicitly told me to book this new reservation. She called back and told me that their policy was to not allow debit cards and the DM wouldn't make an exception, and added that I had to return the vehicle immediately or risk it being marked missing/stolen and assessed hundreds in late fees. After returning it I spent the next several hours working with various departments to find a solution. None could be found. I am currently without a car until this is fixed or I rent elsewhere. I await a response from Hertz.

  Business Response

  Date: 08/23/2022

  BBB CASE#: 67533826
  
  This correspondence is being sent in response to ******************************
  
  We show that our ************************** team has been providing assistance to you directly. They have provided assistance in addressing your concerns and extended 950 points to your account on 08/17/22. With this in mind, we stand by the decision and response provided by the ************************** team and consider this matter as being fully addressed and resolved.

  Customer Answer

  Date: 09/01/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  It is true that I exchanged emails with your ************************** team. It is also true that they credited my account with 950 points. However, you're failing (most certainly intentionally) to add context. One of my many attempts to gain assistance from Hertz was an email to your *** team. The following day I was still needing urgent assistance and had not received a response, so I called. After lots of back and forth and being erroneously told that I should contact some other department for assistance, I insisted that the *** employee review my email and then advise on a course of action. He read it and only THEN advised me to book a new rental and expect to be contacted by corporate WITHIN **************************************************************************** if I'm wrong - I'm assuming this Hertz response is from corporate, so when I make reference to corporate, I'm referring to you and vice-versa. YOU never contacted me. Not in 48 hours. Not in a week. Not within 3 weeks. Not even when I was desperately trying to avoid Hertz causing me a logistical nightmare and asked *** to provide a means to contact corporate myself. The employee told me he was transferring me, but after 20 minutes on hold it was just the regular customer service department that picked up. During that 24-hour period I contacted so many different Hertz departments so many times that I lost count. Repeatedly I endured scenarios like Department-B telling me to contact Department-A, despite my objection that I'd already spoke to Department-A and they told me to contact a Department-B. It was an endless chain of unaccountability and incompetence.
  That initial email to ***? They didn't respond until 10 days later. It didn't acknowledge or address any specific issue that I had raised. Just the same generic "we take customer concerns seriously" c*** they spew in all their responses here, as well as noting that my issues would be "addressed with management". Yeah, I'm sure there's a Hertz VP vigorously reviewing my email as of this writing. I was offered 950 points as a "gesture of our concern". A real gesture would have been genuine acknowledgment, not 950 points that are worthless to me (more on that later).
  I responded with a very matter of fact explanation as to why their generic response was just insult to injury and added that their offer of 950 points fell well short of resolving this matter. This time Hertz was uncharacteristically responsive, replying in just a few hours. A bot given the name ************** again began with the same generic template c*** that I've found verbatim here on BBB. It's how the reply was concluded that really warrants attention - "We consider this matter as being fully addressed and our decision and response final. Further attempts to revisit this matter will not be considered. We appreciate the opportunity to review your concerns. Thank you for choosing Hertz." Hahaha ... if that wasn't the biggest F-you a company could shove in your face, I don't know what would be. They might as well say "We ****. We know we ****. So ... yeah". Of course, I responded.
  This time I went full-*****:
  "Regardless of you stating that this matter is closed and final, this matter is mostly certainly not closed.
  Your apology is empty. You've given no explanation as to why I was lied to, denied entitlements, mistreated, erroneously referred to policy even after pointing out that the policy stated otherwise, unable to obtain assistance and/or inexplicably told to seek assistance from another department by lazy and ambivalent employees, threatened with outrageous fees and even reporting to authorities by employees who were fully aware that I was actively working with Hertz to find a solution, and unable to extend or re-rent a vehicle that I desperately needed. Furthermore, despite explaining to numerous Hertz employees that I needed urgent assistance, the only help I received was direction to book a new rental (proved fruitless) and assurance that I would receive assistance from Hertz corporate within 48 hours (I still haven't been contacted). You are incapable of providing a detailed summary of what actions will be taken relative to my experience because neither you nor anyone else at Hertz is accountable. Rather than take the time to understand what took place and recognize the impact on the customer, it's easier to give a generic apology and assume that throwing some points my way will appease me. I am not appeased. I was already upset because of what I experienced. Now I'm furious due to your disingenuousness.
  950 points is not enough. Had you familiarized yourself with the extent of the problems I experienced and/or at least inquired on how I was impacted by the issues, you would understand why it insults me even more.
  Hertz should be embarrassed upon learning of my experience. The extent of the problems is exceptional. So too should be the restitution. You should have started with enough points for a free week in a higher tier vehicle, such as a selection from the Dream or Adrenaline collections. Under the circumstances, such restitution is warranted. I would also like some sort of assurance that whichever local office I rent from will be contacted in advance of pickup and instructed that they are required to adhere to the stated policies, less they face repercussions from corporate."
  Now let me expand on why I was so insulted by being offered 950 points. I was a paying customer with a long, lucrative relationship with Hertz, and all I was trying to do was extend my rental or facilitate a new rental being made available by the time I returned the one I had. It should have been a simple process. At the least, if a lower-level employee couldn't do it, Hertz could and should have a process in place for escalating such issues. Unfortunately, Hertz has nothing of the sort. But that's neither here nor there at this point. After enduring all the transgressions noted here (and more), I was forced to make alternative rental arrangements with another company at the last minute that dramatically altered my plans and cost me hundreds of dollars. 950 points equates to 1 free off-peak rental day in a standard vehicle. The vehicle I was in was a standard SUV, and even that wasn't as big as the larger SUV that I wasn't allowed to get as an upgrade. I was trying to extend or book a new rental with Hertz for a full week and was unable to do that because of no fault of my own. My losses were considerable. So too should have been the restitution. Hertz's offer of restitution was to offer a free rental for 1/7th of the duration of the reservation I couldn't complete and, in a vehicle both smaller and less nice than the vehicle I was prevented from renting. And that's saying nothing of what I deserve for all the other b.s they put me through. OF COURSE, 950 POINTS IS UNACCETABLE!!! You will note that my response said as much and included options that I would accept to resolve this. I received no response.
  Then comes this response on BBB that refers to my communications with ***, as if somehow implying that I've already been appeased. Let me unequivocally say, again, THIS IS NOT RESOLVED!!! You have not acknowledged any of the issues I raised, nor informed of how you are going to act to address them. You have not acknowledged that you failed me as a customer, and I suffered losses as a result. Despite my communications being very detailed, I got little more than generic, ambiguous responses. You tried to make me go away by insistently stating that you would no longer acknowledge or respond, as if you'd once yet acknowledged me or provided a relevant response. Then you go the fake news route and try to publicly insinuate that you've already dealt with me.
  This whole experience has been a nightmare. My only positive takeaway is that I now know my President's ****** status is worthless and I'm free to build a relationship with another rental company. With that in mind, and not assuming this response is going to provoke any additional/more helpful communication from Hertz, I'm done attending to this. I will only continue responding if you continue to assert that you've appeased me, to ensure that this BBB case does not get marked as satisfactorily resolved.
  
  In closing, your response(s) are a joke. YOU are a joke. Hertz is a joke. Sooner or later, everyone will realize it and you'll run out of customers to disappoint.
  

  Business Response

  Date: 09/16/2022

  BBB Complaint: 17895650
  RR# *********
  

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

  We sincerely apologize for the issues you encountered at Hertz, we aim to provide the highest level of service, before during and after a rental. Please rest assured, your comments have been addressed internally with the appropriate management team for any corrective action deemed necessary.
  
  Upon further review of our records, I can confirm in addition to the 950 points added to your account on 08/17/22, ***** point were added the same day as a gesture of customer service. Your total account balance is ***** points.
  
  With the above in mind, we stand by our decision and find the matter fully resolved.
  
  Thank you for contacting us.
  

  Customer Answer

  Date: 09/29/2022

  
  Complaint: 17895650
  
  I am rejecting this response because:
  This is in response to the the unnamed Hertz bot that submitted Hertz last retort.
  
  Your apology is insincere. If your intention is sincerity, I suggest crafting pertinent responses rather than using the same generic statements verbatim to most every BBB complaint.
  I gave several examples of how Hertz provided me absolutely terrible service before, during and after my rental. Youve not addressed even one issue. Why AGAIN utilize the same generic, empty assurance that my concerns will be addressed with management when youve yet to even address my concerns with me?!? 
  
  You completed no further review. Had you actually reviewed the matter pertaining to the separate credit you referenced, you wouldnt have made the false inference that it had anything to do with this ongoing customer service fiasco. It was owed to me for a separate and unrelated Hertz error.
  In early 2020 I had a Hertz rental for several weeks. My account preference is and always has been set to bank accrued points to my affiliated frequent flyer program, NOT Hertz rewards points. Upon return of my rental Hertz erroneously credited me Hertz points. I submitted a support inquiry to have the points transferred without fee, as it was on Hertz to correct their error. Of course no one responded and I forgot about it until this issue drew ********* to my account. I noticed that not only were the points never transferred, but Hertz expired them. I had to spend 45 minutes arguing on the phone just to get back points that I had rightfully earned. And even now I still need to contact your rewards department to argue I shouldnt have to pay a feee to shift the points to where they belonged in the first place. So, not only does your reference to the credit further highlight your incompetence and seeming lack of ethics, but it also provided me an opportunity to detail another case of Hertz mismanagement. ************************* move to insist this matter is fully resolved is nothing short of comical. ***** neither acknowledged nor shown remorse for anything. Youve made not one reasonable offer to provide restitution, but rather make irrelevant references and omit the relevant facts. What decision do you stand by? Was being incompetent a conscious decision? How do you consider this matter fully resolved when you accomplished nothing but make it worse?
  With the above in mind, I stand by my labeling you and your organization as lazy, unaccountable, incompetent and doomed to fail.
  Youre welcome.
  Sincerely,
  
  *****************************
  

  Business Response

  Date: 10/04/2022

  Complaint ID: ********

  RR#: 810928580

  I am very sorry for the multitude of issues you encountered with your rental. In regards to you not being able to rent the vehicle of your preference upon your arrival, please be advised the class you reserved is the "manager's special" when you reserved this "class" it allows the location to choose your vehicle. Should you prefer a different vehicle/class than what is offered you are required to pay the additional cost. 

  I apologize for the problems you encountered when trying to extend the rental, unfortunately I am able to determine why the credit card would not authorize or why an error message was received when the manager attempted to authorize the card. Please note the reason you could not make a new reservation using the debit card is due to our policy requires you book 1 day in advance when using a debit card. 

  We always want our customer's to have a positive experience. It is concerning that you have had such difficulty with your rental. I can assure we will use your feedback to help improve our service.

• Initial Complaint

  Date:08/10/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 23rd 2022, we rented a car in Las Vegas. We were to return the car on March 4th 2022. We prepaid the sum of $838.30. At 4:00 AM on the morning of the 24th of Feb. we received a call informing us that my father, ****** ******** had taken ill. We returned the car on the 24th and flew back to Fort Dodge, Iowa. ****** passed away that night around 9:00 PM. I have two email from Hertz stating that they would reimburse us $718.52. As of this date, 8/10/2022, I have not received this refund. I can understand paying $119.78 for one day, but for one day, through no fault of mine, I should receive my refund for unused days.
  

  Business Response

  Date: 08/17/2022

  Business Response /* (1000, 5, 2022/08/16) */
  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 extend our deepest condolences for the loss of your father. We also apologize for any frustration caused when attempting to get the unused days of your prepaid booking refunded to you. We have confirmed a partial refund of $230.93 was issued by our Customer Service team on 03/09/22 and have attached a copy of the refund invoice. With this in mind, we have processed a credit of the remaining amount of $487.59 due. Though processed today, please allow up to 7-10 business days for the credit to show on your billing statement.
  
  Rest assured, we will ensure this matter is investigated with appropriate management for their review and corrective action where deemed necessary.
  
  
  Consumer Response /* (2000, 7, 2022/08/16) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept the amount of another $487.59. I think that is a fair amount with the $230.93 we received on 3/9/2022. Thank You BBB

• Initial Complaint

  Date:08/10/2022

  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.

  Vehicle was picked up with half tank of gas and returned with half tank of gas, then Hertz billed for an additional half tank of gas upon return.The phone number provided by Hertz for that location is not in service and the chat support is unresponsive.At the time of rental the fuel level was confirmed at a half tank by the rental agent and noted on the keychain attached to the rental vehicle key.

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/08/16) */
  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 concern caused regarding the Fuel & Service Charge (FSC). Our records show these concerns were addressed and resolved by our Customer Service team on 08/09/22 when a credit of $74.01 was processed. Attached is a copy of your amended invoice after the credit was processed. Though the refund was issued on the before-mentioned date, it may take 5-7 business days to show on your billing statement. We are pleased to find our Customer Service team provided assistance with your concerns.

• Initial Complaint

  Date:08/09/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a reservation with Hertz using a debit card (ending ****** On the day of the pick up, i was told by the agent that i can only drive the rental car if i have a credit card. I then asked for a refund, the customer agent said i have to call and cancel my reservation and make a new using a credit card which i did. When i asked when am i getting the refund on the debit card, i was told it was already processed.
  2 weeks passed by, no refund on my debit card. So i called Hertz to inquire about the refund, another customer agent said the refund was issue but it was never processed. The agent then said she will process with the refund i should received the refund in 10-14days. 14 days was August 6 2022 and still no refund
  Today, August 9 2022 when i contacted Hertz to ask about the status of the refund, they said " it show that the refund was processed on July 19, we don't know why it is taking long. We are going to escalate your issue. "
  
  In sum it took Hertz less than one min to withdraw money from the debit card (that they do no accept) and it is taking more than 1 month for me to get my refund.
  I will appreciate anything that can be done, if they need to refund my credit card that work too.
  Thank you!
  
  Attached are the screenshot on the reservation that was cancelled and the one i actually made.

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 9, 2022/08/24) */
  BBB Case XXXXXXXX
  Res No: KXXXXXXXXXX
  
  This is a response to ***** ******* ****************
  
  Could you please provide the Reservation number starting with a K or J for the cancelled reservation so that I may look into this for you?
  
  Thank you for contacting us.
  
  
  Consumer Response /* (2000, 11, 2022/08/27) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  This is the reservation number requested by Hertz to proceed
  
  ***********

• Initial Complaint

  Date:08/09/2022

  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 have spoken to Hertz in person, on the phone and via email after a hit and run accident. They told me that they would acquire the police report themselves. They did not. A few months later, they called me with a bill saying that they could not acquire the police report. They told me to acquire it for them. So I paid for it and emailed it to them. 5 months later, they called me under the pretense of being a collection agency asking for money to fix damages. I informed the agent that I received no further communication from Hertz after I sent the police report. She then gave me a fake email to forward my previous communications to. The information that she gave was "File Number: XXXXXXXX Email: ****@1sam.com". The email address does not exist. I need to know if the call was a scam caller (+X (XXX) XXX-XXXX) who pretended to be representing Hertz or if the caller was Hertz pretending to be a separate company. Either option is suspect. Was the police report that I provided not received? What is the reason for the contact after 5 months and after a resolution was met?

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 9, 2022/08/24) */
  BBB Case XXXXXXXX
  
  This is a response to ******** ******
  
  Thank you for reporting this information to us. I have sent the information to our fraud department for further investigation.
  
  Thank you for contacting us.

• Initial Complaint

  Date:08/09/2022

  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.

  We rented a car from Hertz *****************************************. They over billed us by $103.50 for a single day's car rental as additional charges. When called they citing dog odor even though their contract has nothing stating dog odor requirements. We cannot prove anything regarding dog odor, unclear what this means for service animals from a company's policy. The rental record number is ***********. I am never renting from Hertz again.
  

  Business Response

  Date: 08/25/2022

  BBB Case No ********
  RR No 544717714
  
  
  This is in response to *************************
  
  
  I sincerely apologize for any misunderstanding regarding the charges billed for the cleaning fee.
  
  
  As a gesture of good will I have refunded your account in the amount of $103.50, please allow 5-7 business days for this to reflect in your account.
  
  
  Thank you for allowing me the opportunity to make this right for you,
  
  
  
  Best regards,
  
  ***************************
  Executive Customer Care
  ******************************
  

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 9, 2022/08/25) */
  BBB Case No XXXXXXXX
  RR No XXXXXXXXX
  
  
  This is in response to ***** *******
  
  
  I sincerely apologize for any misunderstanding regarding the charges billed for the cleaning fee.
  
  
  As a gesture of good will I have refunded your account in the amount of $103.50, please allow 5-7 business days for this to reflect in your account.
  
  
  Thank you for allowing me the opportunity to make this right for you,
  
  
  
  Best regards,
  
  Kaylin R.
  Executive Customer Care
  www.Hertz.com

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 17819911
  
  I am rejecting this response because:

   

  Sorry but this case needs to be opened again. I was waiting for Hertz to pay me within the next **** business days, but that never happened. I have not received the payout from them as they claimed in their response. I am not sure what to do next.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/06/2022

  Complaint ID: ********
  ********************** RR#: 544717714

  This correspondence is being sent in response to ************************** 

  Please find a copy of your revised invoice attached which shows the credit of $103.50 processed. This adjustment was made on 08/25/22 to your charge card on file ending in xx-****. Please follow up with your financial institution for assistance with the status of the credited amount as this credit has been fully processed by Hertz. 

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 17819911
  Hi,

     This is a mix up between accounts within Hertz. This discount was applied to a Phoenix based rental I had, which you can verify. I was over charged at the Phoenix airport Hertz location by $165. Currently as it stands the discount that you applied is acting as a repayment to my overcharging at the Phoenix airport. I talked to a customer service rep within ********************** and they state that the ****** rental is still unresolved. Currently Hertz is sending me around $60 more for the rental in ******* to setting the $165 overcharge, but that does not resolve the ****** location's charge. Again this is billing mistakes at two locations with Hertz within 2 months of each other, and I have wasted more than 3 hours on the phone trying to resolve this. 

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

  Business Response

  Date: 10/17/2022

  BBB Case 17819911
  RA No: L36265806
  
  This is a response to *************************
  
  Your case number is ********. Please reach out to us at ************ with this and your card information ready so that we can process this refund for you.
  
  Thank you for contacting us.
  
  

  Customer Answer

  Date: 10/19/2022

   
  Complaint: 17819911
  
  I am rejecting this response because: I called this number two days in a row at different times and left messages, I haven't heard back. Let me know what times to call and expect a person at the other end. Currently the call got to a voice mail immediately.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/14/2022

  BBB complaint: ********
  RR# L36265806
  This is in response to **************************
  

  I apologize for the misunderstanding regarding the cleaning fee billed to your recent rental in ******, **.
  Hertz vehicles are to be serviced and cleaned before being assigned to customers. Customers should return vehicles in the same condition as rented ones. We completely understand that a customer may not wash or vacuum before returning to remove normal road grime, etc. However, Pet Air/odor and other similar impurities require more time and detail to remove.  Service animals can travel in a vehicle. However,the customer is responsible for any impurities found upon return.
  
  With the above in mind, we find the charges are valid. However, as stated previously as a one-time goodwill gesture a credit of $103.50 has been issued to the credit card on file. Please allow 5-7 business days for processing.
  
  Please know that we take all customer concerns seriously,please do not hesitate to reach us directly for future inquires.
  

  Thank you for contacting us. 

• Initial Complaint

  Date:08/09/2022

  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 booked a rental on the Hertz website with car seats to pick up at ATL airport. I went through the entire process of renting including payment before being sent back to a parking garage to locate a vehicle. I was then told they had no carseats and I would have to go purchase car seats and get reimbursed for them when I returned the vehicle.
  
  I was then put into a vehicle, loaded it with my 2 children and drove to exit. Upon exit I was told the vehicle had a hold and could not be released. I was then sent back up the garage to get a different vehicle. I was given a second vehicle, unloaded the first and reloaded the second and headed back to the garage exit. I was then told that vehicle had an issue with registration and sent back upstairs again. I was then given a third vehicle with a broken trunk hatch. I unloaded and reloaded into that vehicle with my 2 children approximately 2.5 hours after arriving to rent a vehicle, still with no car seats.
  
  I then exited and drove to the closest store to purchase car seats. Purchased car seats, installed the car seats, and drove home.
  
  I returned the vehicle the next morning and was told I was lied to. I could not be refunded for the rented car seats as I had "pre-paid" and they could not reimburse me for the purchased seats as they were not the ones who rented me the vehicle. I told them I had called the located I picked up the vehicle from hundreds of times and no one ever answered. They then told me I had to contact customer service who repeatedly told me I had to speak to a supervisor but none were available and I could not wait for one. They took my phone number multiple times but I've yet to receive a call back.
  
  I am owed a refund for the rented car seats I did not receive. I am owed reimbursement for car seats I was forced to purchase. Also at this point I feel I am so owed some sort of compensation for the complete lack of competency and extreme inconveniences.

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 9, 2022/08/24) */
  BBB Case XXXXXXXX
  Res No: KXXXXXXXXXX
  
  This is a response to ********* *******
  
  I apologize for your experience. Could you please provide your receipt(s) for the car seats so that I may further assist you?
  
  Thank you for contacting us.

• Initial Complaint

  Date:08/09/2022

  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.

  On Friday, August 5th my husband and I rented a Buick Encore from Hertz in Chamblee, GA. We were driving to Savannah, GA, a 4.5 hr drive in traffic. Approximately 1hr into the drive, we realized that the passenger air bag was noted to be off. We pulled over, checked the owners manual, and there was no way to manually turn it on. There was no way to tell that the other airbags in the car were on either. We called Hertz Emergency Roadside Assistance, and they let us know that we could exchange our car in Savannah. We continued 3.5 hours in a car with no passenger airbag. Upon reaching Savannah Airport Hertz (440 Airways Ave), the manager, Susan *******, refused to exchange our car for one with working airbags. We called Emergency Roadside Assistance again, and placed the phone agent on with Ms. *******, who continued to refuse to exchange our car. We were told that we would have to drive to either Jacksonville, FL or Charlotte, NC to exchange the vehicle. Both of those are hours away, and I am 7.5 months pregnant. The weather was bad that day, and we had to drive home 3.5 hours in a car with no airbags because of Hertz's negligence. We have reached out to customer service, but they sent us back a form letter. We would like a refund and to file a formal safety complaint as they rented us a vehicle that was unsafe to drive, and refused multiple times to correct the situation, putting myself, my husband and my unborn child at serious risk.
  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/16) */
  BBB CASE#: XXXXXXXX
  RR#: Unknown
  
  We would like the opportunity to respond to your message, but we are having difficulties locating a copy of your rental record; please provide the following information: 1. Reservation confirmation number or rental agreement/record number. 2. Name of primary renter.
  
  Once we have the updated information we will be glad to assist you.
  
  
  Consumer Response /* (3000, 7, 2022/08/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They require additional information, so while my complaint hasn't been resolved, I will be providing them with the requested materials so we can continue to work towards a resolution. I selected "no" to the question to make sure this complaint wasn't resolved yet.
  
  The rental record number is #XXXXXXXXX
  Primary Renter: **************
  
  
  Business Response /* (4000, 12, 2022/08/26) */
  BBB CASE#: XXXXXXXX
  Hertz RR#: XXXXXXXXX
  
  Thank you for providing us with the requested information.
  
  We apologize for any issues experienced with the vehicle during your rental. All Hertz vehicles are to be properly cleaned, serviced, and in good mechanical condition before being released for rental. We always want to provide quality vehicles to our customers and certainly appreciate you letting us know of your experience. Your comments have been forwarded to the Area Manager for internal review and any corrective action deemed necessary.
  
  Upon investigation, we have confirmed the vehicle did not reflect any mechanical issues with the airbags and has been rented out immediately before and after your rental period without any documented issues from subsequent renters. Rest assured, our vehicles undergo strict maintenance procedures in a pre-rental process which includes a full 35-point inspection performed by our maintenance team. Once we received your concerns, we contacted our City Maintenance Manager for Chamblee who confirmed that we did not detect any damage to the airbags of the vehicle prior to renting.
  
  We also regret any difficulties encountered when attempting to exchange your rental vehicle in Savannah. The location in Savannah is an independently owned and operated Hertz licensee franchise. As such, the owner of this location purchases, insures and maintains his/her own vehicle fleet separately from Hertz Corporate locations. We regret any miscommunication from our Roadside Services team regarding this exchange.
  
  Though we were unable to determine any mechanical issues with the assigned vehicle, we understand that your rental experience with Hertz was an unpleasant experience and you were caused inconvenience during your travels. Therefore, as a gesture of customer service we are processing a credit of $135.97 to the charge card originally billed. Though processed today, please allow up to 7-10 business days for the credit to show on your billing statement.