Complaints

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

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• 

  Hertz

  8501 Williams Rd Estero, FL 33928-3325

• 

  Hertz

  PO Box 31166 Tampa, FL 33631-3166

• 

  Hertz

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

• 

  Hertz

  114 International Way Huntsville, AL 35824-0000

• 

  Hertz Corporation

  2300 N Airport Blvd Springfield, MO 65802-7536

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:08/02/2022

  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.

  Pick up time for car rental from Hertz was 7/15/22 at 12:00 pm ( Reservation number JXXXXXXXXD4). Upon our requesting vehicle at 12:30 pm, we were told there was no vehicle ready for us as they were "short staffed" and could not tell us what time the vehicle would be ready. We explained that we had a nonrefundable trolley tour at 1:30pm which we missed as we did not receive the rental car until 4 pm.

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/08/11) */
  BBB CASE#: XXXXXXXX
  Hertz RR#: LXXXXXXXX
  
  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 by the wait times at our branch in Savannah. The travel industry at large is experiencing high demand in travel while facing shortages in vehicle availability from manufacturers. These circumstances have provided strain on our typical customer experience. We appreciate your feedback, please be assured we are taking steps to adapt to the new demands within the travel industry.
  
  
  Consumer Response /* (3000, 7, 2022/08/11) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  An apology and promise to do better does not refund our lost tour of Savannah and the fact that we spent four hours at the airport rather than seeing the town. We had one day to spend in Savannah
  
  
  Business Response /* (4000, 9, 2022/08/16) */
  BBB CASE#: XXXXXXXX
  Hertz RR#: LXXXXXXXX
  
  This correspondence is being sent in response to a query made by ****** ****.
  
  As delays are being experienced industry wide, we must respectfully decline your request for a refund of a purchased tickets for the tour. As previously advised, your concerns have been shared with the location management team. In this case, the branch in which your rental took place is an independently owned and operated licensee franchise. The owner of this branch processes his/her own billing and invoicing. If you would like to contact their offices for a credit on your rental, please do so by calling then directly at XXX-XXX-XXXX.
  
  
  Consumer Response /* (4200, 11, 2022/08/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hertz is now suggesting that I contact a disconnected number for credit on the late rental. This is the same as treatment as Hertz customer service #. There are two numbers and each one suggests that I call the other!
  The name at the Savannah counter reads "HERTZ".

• Initial Complaint

  Date:08/02/2022

  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.

  We rented a car with Hertz April 19, 2022. There were safety issues with the car and we had it towed away after 4 days. Hertz issued a partial refund to us but we felt it was insufficient. Hertz agreed to issue another refund of $333.89 to us on June 13th saying it would take 7-10 business days. I have spoken to representatives on July 4, July 15, July 27 and August 2. Each time I am told they don't know what the problem is and a refund will be issued in 7-10 business days.
  

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 5, 2022/08/06) */
  BBB CASE#: XXXXXXXX
  Hertz RR#: Unknown
  
  This correspondence is being sent in response to a query made by ****** *******. Thank you for allowing us the opportunity to review your concerns.
  
  Unfortunately, there were no specific details included in your query and we are unable to locate your rental by name alone. We have also attempted to locate your rental information with the email address and phone number listed and have been unsuccessful in doing so. We would like to make a meaningful investigation into this matter but will need more information to do so. Please provide us with your 9-digit Hertz Rental Record number or your 11-digit Hertz reservation ID number (begins with H or J). Once received, we will be able to further review your concerns.
  
  
  Consumer Response /* (3000, 7, 2022/08/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The car rental was in my husband's name, Ira *******.
  His cell phone number is (XXX) XXX-XXXX
  His email address is **********@gmail.com.
  Our rental record number is XXXXXXXXX.
  The case number that I have been assigned is
  XXXXXXXX
  I spoke to Ron, a supervisor on August 2. He assured me he would get back to me or we would have a refund on our credit card in 5-10 business days.
  Like each time I have been told this, no one has called, no refund.
  
  
  Business Response /* (4000, 9, 2022/08/24) */
  
  BBB CASE#: XXXXXXXX
  Hertz RR#: XXXXXXXXX
  
  This correspondence is being sent in response to ****** *******. Thank you for confirming this information for us.
  
  Our records show you have been in correspondence with our Customer Service team previously who has provided assistance and issued two credits in the amounts of $210.41 on 05/22/22 and $333.89 on 08/10/22. Attached are the two refund invoices for your review and record. We are pleased to see our Customer Service team has provided assistance in issuing these credits. With this in mind, further credits are not warranted. Please allow up to 5-7 business days from the before-mentioned processing dates for the credited amounts to show on your billing statement. This timeline is not determined by Hertz, but by your financial institution.
  
  
  Consumer Response /* (2000, 11, 2022/08/25) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  We have received a refund on our credit card for the disputed amount.
  I was not able to open the file with the response from Hertz.
  Maybe the credit was due to your help in the matter.
  Thank you

• Initial Complaint

  Date:08/02/2022

  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 July 26th, 2022, I rented a Nissan Rogue from Hertz at Union Station in Washington, D.C. to attend my brother's burial at Arlington National Cemetery. I was the first in line that morning for pickup. I received a dirty car with 3/4 of a tank of gas. I didn't make a scene because I was grieving and I just wanted to get to my destination. On July 28th, I returned the car with a full tank of gas before my scheduled time (although after hours). There was a security guard present who told me where to park aside from that no other interaction. I emptied the vehicle of my belongings, placed the keys in the safe box and exited the premises. Today, August 2nd, I received a frantic call from Hertz inquiring about the car!!! As if I didn't return the car! I was on hold for a while just so the representative could figure out this mess. When I mentioned the dirty car and the gas situation, she didn't offer an apology or credit for my trouble.

  Customer Answer

  Date: 08/22/2022

  My issue with Hertz has not been resolved. They have not responded to me in any way.
  

  Business Response

  Date: 08/24/2022

  BBB CASE#: 67532889
  Hertz RR#: 657104000
  
  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 concerns caused when there was a delay in when your final invoice was generated after your rental return. We have confirmed the contract was closed on 08/08/22 with a return date of 07/28/22. We also regret any frustration caused by the condition of the vehicle received. 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.
  
  With the above in mind, we are mailing a $50.00 Hertz **************** certificate to you at the mailing address provided. This certificate may be used at any participating Hertz location in *****************, ****** or *************.
  
  Thank you for allowing ** the opportunity to review this matter.
  

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 10, 2022/08/24) */
  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 concerns caused when there was a delay in when your final invoice was generated after your rental return. We have confirmed the contract was closed on 08/08/22 with a return date of 07/28/22. We also regret any frustration caused by the condition of the vehicle received. 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.
  
  With the above in mind, we are mailing a $50.00 Hertz Customer Service certificate to you at the mailing address provided. This certificate may be used at any participating Hertz location in the United States, Canada or Latin America.
  
  Thank you for allowing us the opportunity to review this matter.

  Customer Answer

  Date: 11/15/2022

   
  Complaint: 17829591
  
  I am rejecting this response because:

   

  This is my 2nd complaint regarding the same car rental. On July 28th, 2022, I returned the rental I used to attend my brother's burial at ******************. I returned the vehicle early to Union Station. I was told by security where to park and I left the keys in the drop box. For two months following the drop-off - I had ongoing conversations with Hertz because they kept claiming the vehicle hadn't been returned. I filed a claim with BBB because I wanted a record of the allegations against me and the fact that I had not been able to resolve this matter over the phone. Eventually, Hertz located the car and issued me a credit. I thought the nightmare was finally over until I received a letter dated October 17, 2022. This letter tells me that I am now responsible for $162.87 for damages to the vehicle. A vehicle that they lost for months! Now, I am supposed to be responsible for post damages to a car that I returned was in pristine condition!!! I am at the point where I will hire an attorney for the mental duress and stress this situation has caused me on the heels of losing my dear brother. No customer should have to endure this level of harassment, especially when acting responsibly and in good faith.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/01/2022

  Complaint # ********

  RR-657104000

  This is in response to Delliahm Bond. Thank you for allowing me to address your concerns.

  I regret any misunderstanding regarding the charges billed. Our records show you received a bill from Hertz in error for an outstanding balance remaining for damages. The Hertz Corporation has waived the outstanding balance as we are no longer intended to collect the debt that was never owed. Therefore; you will not receiving a bill from Hertz. Please disregard any bill you may receive in the interim. 

  Thank you for allowing us to review and address your concerns. 

   

  Customer Answer

  Date: 12/06/2022

  This matter has been resolved with Hertz apologizing for the months-long debacle they caused. I would like my complaint to remain on your site to help consumers make more educated choices when choosing a rental car company. 

  Thank you.

• Initial Complaint

  Date:08/02/2022

  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 vehicle from LAX on 19 July 22, reservation number KXXXXXXXXXX. I reserved the vehicle online for $51.73 per day. I am Presidents Circle, so just like every week, I go to this exact Hertz location, my name is on the board to go select a car in the Presidents Circle area. I am not assigned a car, just an area to go get one.
  
  I get my receipt back after turning in the vehicle and they are now charging me $199 per day! I call the billing department immediately to dispute the charge, and I get the normal run around. Guy tells me it's my fault, because I took an upgrade. Proceeds to argue with me how Presidents Circle works. Tells me, "why would they have you rent a class of car and then just let you pick whatever"? Sounds like something he should be asking his bosses, and not me because that is their policy, not mine. He then has the nerve to send me a receipt from a previous rental, and tell me, "see you have done this before". In his attempt to be rude (using nice words), he didn't realize the rental he sent me was from a time I had something come up and needed to change my rental to a one way and drop off at another location. It had nothing to do with taking an upgrade.
  
  I have had a couple of occasions where the wrong car was put into the Presidents Circle area, and they let me know at the gate I needed to go pick a different one. No big deal. If this was the case on this one, nobody let me know. Definitely not my issue. Absolutely no way would I pay an extra $150 per day to upgrade.
  
  I did finally get this escalated to a manager, but not to surprising, I haven't heard anything back from Hertz.

  Business Response

  Date: 08/08/2022

  Business Response /* (1000, 5, 2022/08/06) */
  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 the change in rate of your recent rental. Based on our review, we have updated the daily rate to show the rate of $51.73 as confirmed on your reservation. With this in mind, a credit of $553.60 has been processed 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. Thank you for bringing this to our attention and for allowing us to provide assistance. Rest assured we will be addressing your concerns with appropriate management for their review and corrective action where deemed necessary.
  
  For future reference, we have a dedicated President's Circle email address and phone number that you may use for assistance. The phone number is XXX-XXX-XXXX and is available from XXXX-XXXXh CST Monday-Friday and our email address is *******************************@hertz.com.
  
  
  Consumer Response /* (2000, 7, 2022/08/08) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I appreciate the refund. It's just extremely sad that I had to go to the BBB to get the refund. This was an obvious error by Hertz and should have been corrected on the spot. The ticket the supervisor created just sat open for 2 weeks with no response until I reached out this way.
  
  I would honestly love to hear from the gentleman that argued with me about how President's Circle works, basically calling me an idiot. Then proceeding to send me an old rental contract telling me I have done this before trying to show he is right and I am wrong. The old rental contract he sent was changing to a one way rental because my plans changed, definitely not taking an upgrade.

• Initial Complaint

  Date:08/02/2022

  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 28th 2022 we rented a car for my wife's dads funeral was charged the rental price, returned the car on July 30th 2022 well I'm getting charged 100.00 a day and we still have no idea why, we returned the car 3 hours early with a full tank of gas, parked in the Hertz Reserved stalls in the garage, dropped the keys in the box they requested me to drop them after hours, I want my money back that you continue to charge me every day at 3 a.m. this is truly sickening.
  

  Business Response

  Date: 08/11/2022

  Business Response /* (1000, 5, 2022/08/09) */
  BBB Complaint #XXXXXXXX
  RR# XXXXXXXXX
  
  This is in response to ***** ******.
  
  At Hertz, we aim to provide the highest level of service before, during and after a rental. After a thorough review of your account I have come to the determination that there was a delay in closing your rental contract which resulted in additional authorization's that the system automatically dinged the card on file. Those authorizations were dropped when the contract was closed. As an apology for this inconvenience please provide me with a valid mailing address, I will be sending you a $50 certificate for your next rental with Hertz. We appreciate the time you took to share your feedback and look forward to seeing you on your next adventure. Thank you for contacting us.
  
  
  Consumer Response /* (2000, 7, 2022/08/09) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:08/02/2022

  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 two reservations cancelled by this Hertz location less than 24hrs before the car was to be picked up. These were booked more than a month in advance. The reservations were for the 23 Jul 2022 and 25 Jul 2022 and were for a week. For the first reservation I was contacted on the 22nd, less than 24hrs before I was to pickup the vehicle to inform me that there were no vehicles available and that they would be cancelling my reservation. On the 24th I was contacted by email and by phone to again tell me that there were no vehicles and that my reservation was being cancelled.

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 9, 2022/08/19) */
  BBB Complaint #XXXXXXXX
  Res. ID's Unknown
  
  This is in response to **** ****** *********.
  
  I appreciate the opportunity to review your concerns. Unfortunately, there were no specific details included in your query and we are unable to locate your rental by name, email address or phone number provided. We would like to make a meaningful investigation into this matter but will need more information to do so. Please provide us with your 11 digit reservation number starting with the letter K. Once received, we will be able to further review your concerns. Also, if you could provide proof of the hotel bill receipt in a PDF that you had to pay even though you were not able to make it due to no vehicle being available. Once we have the requested information then we can further assist you with your inquiry. Thank you for contacting us.
  
  
  Consumer Response /* (3000, 11, 2022/08/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hertz's systems purge your reservation so the customer cannot see them after the local rental location cancels the reservation. It certainly makes it difficult for the customer to have recourse afterwards when they aren't able to find this information. I also called into Hertz to try to get an agent to give me my previous reservation details but was told that it could not be found in the system. If the system purges this information, it again makes it more difficult/impossible for a customer to provide evidence. I have put together everything I have and the evidence of my communications with Hertz. Luckily I was able to also retrieve one of the two reservations but it was the second, backup one, and not the earlier one that was the one I required. I have shown the call logs and emails that were exchanged regarding both the reservations on Jul23rd and Jul 26th.
  
  
  Business Response /* (4000, 13, 2022/08/31) */
  BBB Complaint #XXXXXXXX
  Res. ID#KXXXXXXXXXX
  
  This is in response to **** ****** *********.
  
  I understand that Montreal DT location was unable to secure your recent reservation with a vehicle, on behalf of Hertz I 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. Your comments have been forwarded to the Area Manager for internal review. The 1500 points have been added to your loyalty account. In order to refund the unused Hotel reservation we will need for you to call into our Executive Customer Service Team at 888.225.6610 (Mo-Fr 0700-1900 CST) to provide the credit card number along with this case #XXXXXXXX so that a refund could be process. Thank you for contacting us.

• Initial Complaint

  Date:08/02/2022

  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.

  Hi I have a Hertz rental and they require you to go to ******** for repair and they cover it. I have had rental car for 2months while my car situation is revolved with insurance company. Since I rented the car I have had four flat tires due to cheap tires been placed on car. Currently my car is getting a tire change. I sat a appointment at 10:30 this morning and it's now 2:00 o'clock and I still haven't received my car. ******** on cherry rd in South Carolina have the worst Customer Service they act as if you owe them something. They last my car sat 4 hour for and they never called to say it was ready. I called heard about the approval for tire change and they said they didn't get and that ******** is lying. I don't think any of this is ok because I'm losing money for driving and not getting discount on the 1200 I'm paying for car rental. Money does go on tree

  Business Response

  Date: 08/22/2022

  Business Response /* (1000, 5, 2022/08/06) */
  BBB CASE#: XXXXXXXX
  Hertz RR#: Unknown
  
  This correspondence is being sent in response to a query made by ****** *****. Thank you for allowing us the opportunity to review your concerns.
  
  Unfortunately, there were no specific details included in your query and we are unable to locate your rental by name alone. We have also attempted to locate this information using your email address and phone number without success. We would like to make a meaningful investigation into this matter but will need more information to do so. Please provide us with your 9-digit Hertz Rental Record number or your 11-digit Hertz reservation ID number (begins with H or J). Once received, we will be able to further review your concerns.

• Initial Complaint

  Date:08/02/2022

  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 rented a car from George Bush International Airport in Houston, TX with Hertz from 5/7/XXXX - X/17/2022. The car I rented was a toyota camry and the original rental agreement was for $578.07 all taxes and fees included. I deviated slightly from the original rental agreement and returned the car to a different Hertz location in Covington, Louisiana, which is only a 5 hour drive from Houston. This was the only deviation I made. I returned the car on the agreed upon date at the agreed upon time with a full tank of gas. I had no mileage limit on the rental either. Because I dropped the car off in Covington, Hertz charged me roughly an additional $3300. My new total was $3874.77. I contacted Hertz because I believed this charge was absolutely exorbitant. I expected to pay more than the original agreement because I dropped it off at a different location, but not 7 times my original rental agreement. Hertz gave me thr run around and said they were looking into it and thay it could take 7 business days to reach a resolution and that they would contact me. 7 business days went by I received no email. I called again, they said they had no record and would look into it and that it would take up to 7 business days. I asked to have this in writing in an email, the person I spoke to refused and insisted that they would contact me in 7 days. I contacted discover (my credit card) to see if they could do anything for me. They opened a case and found in favor of hertz because they said they go solely off documentation. So now I am here. I believe it is price gouging and a predatory practice by hertz. I looked up what it would cost to rent the same car for the same amount of days from George Bush international and drop it off in Covington and it is generally around $900 taxes and fees included...nowhere near what hertz charged me. What they did is predatory and borderline criminal in my opinion. What would stop hertz from charging 10,000 or 20,000 or more? Where did they get 3874?

  Business Response

  Date: 08/22/2022

  Business Response /* (1000, 5, 2022/08/06) */
  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 caused by the billing incurred on your rental when it was returned one-way to a different Hertz location. We regret you were not aware of the additional cost of leaving the rental vehicle in a different city and state. Had the intent to return the vehicle to a different city and state was indicated at the time of reservation, the appropriate one-way rate would have been quoted. In addition, had our rental extensions team been contacted to change the return location, the appropriate one-way rate would have been quoted before any changes were made.
  
  A one-way rental is typically more expensive than a local rental because of the additional costs to handle. For a variety of reasons, including state laws, we must return vehicles to their state of origin. We not only experience the cost of transporting these vehicles back to their owning location, but we also lose the opportunity for potential rental revenue while the vehicle is idle and in transit.
  
  However, as a gesture of customer service we are adjusting the rate billed to our current one-way fee for this trip which is $559.02/per week and $78.26/per day for 3 extra days. A refund of $2786.43 has been processed to the account billed and will show within 5-7 business days on your account.
  
  In the future, if a change in the return location is needed, please contact our Rental Extensions team for assistance and to obtain the correct one-way rate for the change.

• Initial Complaint

  Date:08/02/2022

  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 July 1, 2022 I was to pick up my car conf. # KXXXXXXXXXX, my charge of $531.61 had already been taken from my bank account as of June 24, 2022! Hertz never gave me the car and now REFUSE to issue the refund when they said they would. This refund request was same day, July 1, 2022 when I called into corporate Hertz number to let them know what happened at the airport. When I arrived to get my car, I was told that an additional $200 would be needed and the rep gave me the run around and wouldn't tell me why. I live in San Antonio, Tx and was in Seattle, Washington in an emergency state to get back home. The ONLY reason I went with Hertz was because no cars could be found for a one way through anyone else. I booked and paid for the car June 24, 2022 for pick up on July 1, 2022. When I arrived at Seattle/Tacoma airport it was not given to me. I was trying to get home! I literally had a flight booked and everything out of Salt Lake City, utah where the car was to be returned. I HAD TO CANCEL THAT FLIGHT too! After staying on the phone over an hour with my credit card company, my bank verifying funds etc. I WAS STILL REFUSED THE CAR because the lady who helped me initially had left and ANOTHER rep took her place and was charging me EVEN MORE! I wondered what racket they are running until I looked on social media and SEE EVERYONE IS HAVING ISSUES WITH Hertz! I called that same evening when I was refused the car to get my refund when I was told it would be issued for full amount because of my issues with Hertz. NOTHING, after 2 weeks I called again to find out that my refund wasn't even issued from July 1, 2022. I was assured July 12, my next call .. after talking with a "supervisor" Joann, my refund would be issued after 7 to 10 business days...AGAIN third call refund processed but halted! Next call same thing, and then finally on July 25, I was assured my issue was going to escalation! I STILL HAVE NOT HEARD OR RECEIVED MY MONEY after a whole month.

  Business Response

  Date: 08/18/2022

  Business Response /* (1000, 5, 2022/08/04) */
  BBB Case: XXXXXXXX
  RR: KXXXXXXXXXX
  
  
  This is in response to ***** *******
  
  Thank you for allowing us to correct this matter for you. I regret any inconvenience you had during this process. We have escalated this to our Senior Leadership team to assist with processing your prepaid refund. Please allow us an additional seven business days for processing time.
  
  Thank you for contacting us.

• Initial Complaint

  Date:08/02/2022

  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.

  The issue is with the Hertz rental car company. We were quoted a price of $306 for our rental. After picking up the car we noticed as driving it home the brakes were very loud and pulled awkwardly. The transmission was also not working properly and when I would come to a stop it would be bang really hard. I called Hertz rental car and asked them if we could get another vehicle. Unfortunately any of the Hertz rental car places that were by my home didn't have a car available. So I couldn't get to pick up a new vehicle until the next morning. This pushed my trip back a full day and they are trying to charge me for the day I picked up the vehicle and couldn't use it. I was quoted a price of $306 and as of today they have charged nearly $600 on my credit card.

  Business Response

  Date: 08/30/2022

  BBB CASE#: 67532879
  Hertz RR#: Unknown
  
  This correspondence is being sent in response to a query made by *********************. Thank you for allowing us the opportunity to review your concerns.
  
  Unfortunately, there were no specific details included in your query and we are unable to locate your rental by name alone. We would like to make a meaningful investigation into this matter but will need more information to do so. Please provide us with your 9-digit Hertz Rental Record number or your 11-digit Hertz reservation ID number (begins with J or K). Once received, we will be able to further review your concerns.
  
  Thank you for allowing us the opportunity to review this matter.