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:07/26/2022

  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 through the Uber program.The price Uber said was $314.00. We were informed to bring that amount.Well when you get to Hertz they charge you another price. Hertz trying to charge me 1341. For 2 weeks of having the car. After that Uber Deactivated my account so the second week Uber should be responsible for people account they cut off while they are on the Uber rental program.

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 5, 2022/07/29) */
  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. I appreciate the time you have spent in reporting this to us. According to our records it confirmed that the weekly rate was given correctly and that you also accepted additional options at the counter. Therefore, the charges have been reviewed and our correct. A copy of the signed rental agreement is attached. If you have anything that you can provide to us regarding that your Uber account was deactivated then please do so that we can look further into that for you. Thank you for contacting us.
  
  
  Consumer Response /* (3000, 7, 2022/07/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I don't accept the response because Uber tell us to go to the counter with 314 +taxes. I had the car for two weeks which is 628.00. I do have proof that my account was deactivated. After Uber deactivated my account , I turned in the rental. Uber gave me no reason. So after the rental was turned in . Uber said it was hertz who deactivated my account. So that's why I sent both of the pictures.
  
  
  Business Response /* (4000, 9, 2022/08/02) */
  BBB Complaint #XXXXXXXX
  RR#XXXXXXXXX
  
  This is in response to ******** ******.
  
  Based on my review and Hertz's dedication to customers, I have determined it is appropriate to refund $385.63 for one week of rental, insurance and including fees/taxes as a one time courtesy. Under the Uber program you have to be on an active contract with funds available for extension. We do not have any control over the Uber side of things. Please accept my sincere apology and rest assured that we are taking internal measures to prevent this from happening in the future. We hope you will respect our position on this matter as we consider it having been fully addressed and this matter closed. Further requests to revisit this matter will not be considered.

• Initial Complaint

  Date:07/26/2022

  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.

  Please see attachment
  I have been a Gold Member since November 2016 and have always used Hertz exclusively and NEVER had any
  issues. I would like to continue to be a Hertz Gold Member if we can come to a mutually agreed upon resolution
  to my complaint.
  My wife and I flew to the Washington DC Metropolitan area (we live in southern Florida) to celebrate our
  granddaughter's Bat Mitzvah and spend a week with our four children and four grandchildren in Ocean City
  Maryland. We picked up a Hertz (Bronco) on June 23rd from Reagan. While driving to our daughter's home in
  Northen Virginia I realized that the front-end alignment of the Bronco was causing the vehicle to be dangerous to
  drive, especially to the beach. The next day I took the Bronco (approximately 20-minute drive) to your Dulles
  Hertz location, explained the situation and was given a Cambry. I was not charged for not filling the tank. ALL
  your representatives were sympathetic, friendly, cordial and professional. Our plan was that I would drive another
  car and my wife was to drive the Cambry to the beach. We left separately. During the trip (three plus hours) my
  wife stopped at a McDonalds. When she tried to start the car, she couldn't because the battery was dead!
  Fortunately, she was able to get someone to jump start the car and made it to the beach with no incident. The next
  day I called Hertz, explained the situation and someone was dispatched to jump start the car. Furthermore, a
  replacement vehicle was made available to me but, I had to drive approximately forty-five minutes to Hertz's
  Salisbury Maryland location to get the replacement. Remember, I am at the beach with my family. I drove to
  Salisbury and exchanged the car for a Nissan Rogue and was NOT charged for the gas. Your representatives in
  Salisbury were as nice and accommodating as can be. No problem with any of this coordination. So far on my
  trip I had spent at least two hours 10 minutes dealing with rental car issues. Excluding phone calls, waiting, etc.
  I returned the Nissan Rogue to Reagan on July 2nd, and where the debacle and fiasco took place. I returned the
  car and told the cordial representative I had a problem and needed to speak with the manager. Alex introduced
  himself and asked what was my problem? He was very professional. After I explained the sequence of events, he
  excused himself for about 10 minutes and returned. He told me that ALL he could do was not charge me for the
  gas. That's the only time during this rental that I became upset. I told him I had already not been charged for gas
  two times and that I felt I deserved a free rental. He told me that was all he could do. After a heated discussion I
  called him a ***** for not doing what was right. I know I was wrong by using this language - no excuses. I at no
  time threatened Alex physically or alluded to do so (I am 75 years old). He became irate and told me to stay
  where I was, and he was calling security which I agreed he should do. After approximately15 minutes another
  gentleman came up to me and wanted to know what was happening. He was wearing a shirt with Hertz
  embordered on it. I asked him if he was security. He replied no and that he was the manager. I asked him his
  name and he refused to tell me. Neither representative wore a Hertz name tag. I told him I thought Alex was the
  manager and was told they were both managers. This representative was obviously the manager since he not only
  told Alex what to do but also dominated the conversation hence forth. I told this Hertz manager that if Alex was a
  manager that he wasn't worth a **** (my poor choice of words). This is when this matter
  becomes BIZZARE!!!! Your Hertz manager told me that I had "disrespected him because his people had been
  disrespected for hundreds of years"! What! All for saying Alex wasn't worth a **** as a manager. During the
  conversation I learned that your Hertz manager was named Shayne (he spelled it out) and that he had fought in
  the war. Shayne told me that I had to apologize to Alex (I did twice) and to him, which I did for my disrespect.
  Truthfully, the only reason I apologized to these two was to defuse their anger and just get out of there. I would
  fight this battle another time and in another way. Shayne took my paperwork and told me to wait in the hot
  garage. After approximately twenty minutes and dealing with other matters Shayne returned and told me he was
  reducing the cost of the ten-day rental by $200. I told him that wasn't satisfactory. I asked to shake his hand and
  reluctantly he did so, and I genuinely thanked him for his service. Which what I always do when I see a veteran.
  Again, all I am asking is that this rental charge be cancelled. I am not asking for any free rental days and will pay
  for whatever tolls I have incurred.
  If you feel the need not to accommodate my request, I will just take this entire ludicrous matter to another level.
  Thanking you in advance to your cooperation regarding this matter.
  Best.
  

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 10, 2022/08/16) */
  BBB CASE#: ********
  RR#: *********
  
  Thank you for contacting us. We appreciate the opportunity to assist.
  
  I apologize for the problems you had with the vehicles and the inconveniences you encountered having to exchange the vehicles. After reviewing the matter we agree that the $200 adjustment you were provided is fair, therefore we respectfully decline your request for further compensation.
  
  While I understand this is not the outcome you were anticipating, I hope you will respect our position on this matter as we consider it having been fully addressed.
  
  
  Consumer Response /* (3000, 12, 2022/08/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Considering not only the inconvenience I was caused but also attitude of the employees, especially Shayne bringing politics and race into the conversation, the least Hertz can do is eliminate the $425 rental fee. Hertz needs to train their employees about customer service. If this matter cannot be resolved in a business like atmosphere, I will be forced to take the matter to the next level. Which will not be pleasant.
  
  
  Business Response /* (4000, 17, 2022/08/26) */
  BBB CASE#: ********
  Hertz RR#: *********
  
  This correspondence is being sent in response to **** ******.
  
  While we understand our previous response was not the desired outcome, we must advise that our decision and response remain unchanged. We are especially concerned you believe you were treated in a discriminatory manner. Hertz has a long-standing, very strict policy of non-discrimination and our employees are well aware that discrimination of any kind will not be tolerated. Your comments were forwarded to the Hertz Area Manager in Washington D.C. for investigation and no evidence of discrimination was found. However, please be assured this matter will be reviewed with the employee(s) involved to ensure proper customer service procedures are being followed.
  
  We hope you will respect our position on this matter as we consider it having been fully addressed and this matter closed. Further requests to revisit this matter will not be considered.

• Initial Complaint

  Date:07/26/2022

  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 rented a car from Hertz in Las Vegas, NV from June 8 to June 10, 2022. When I returned the vehicle, it had no damage. In fact, while I was waiting for Lyft, someone moved the vehicle and I received my damage deposit in full. One month later, Hertz emails and calls me saying the windshield was cracked and wanted $650. Their attached invoice was for $550. They told me I must dispute this in writing which I did, twice and through Facebook. It took them one month to inform me of the damaged windshield. They mailed me a letter which I received a month after its date. The windshield was fine when I returned the vehicle and I will not pay Hertz nor will I ask my car insurer to pay. I have seen Hertz's legal troubles in the news and will not do business with them again given this experience.

  Business Response

  Date: 08/03/2022

  Business Response /* (1000, 5, 2022/08/03) */
  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 or frustration caused by the damage claim opened for your rental in Henderson. Upon receipt of your inquiry, we immediately reached out to our Claims Management team for their assistance.
  
  After careful review, they have advised the damage claim has been closed at this time. You will not receive further correspondence regarding this claim. Thank you for allowing us to provide assistance and a response.
  
  
  Consumer Response /* (2000, 7, 2022/08/03) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They finally responded to me as well and we shall have no further contact

• Initial Complaint

  Date:07/26/2022

  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.

  My vehicle was involved in an accident, my insurance allowance was $600 for rental coverage. The allowance reached the limit, I then rented the vehicle out of pocket for 5 days at a rate of $24.24 per day totaling $121.20. I was over charged $202.19 for a total of $323.39. When I called I am being told about taxes not included on my original receipt. The location itself is very unprofessional, not managed properly, they only work to dismiss you off the phone as if they do not care. I am seeking a refund for the difference to which I should only be responsible for.
  

  Business Response

  Date: 08/22/2022

  Business Response /* (1000, 5, 2022/08/04) */
  BBB CASE#: XXXXXXXX
  Hertz RR#: HXXXXXXXX
  
  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 the charges billed for your rental. Our records show the billed insurance company authorized 24 rental days at a rate of $25.00/per day. Beyond this authorized number of days, the customer is responsible for the additional charges that may be incurred outside of this amount. As the rate of $25.00 covered the base rate of the rental and the rental was extended beyond the 24 rental days and kept for 29 rental days, the 5 additional days plus taxes and fees not covered by the insurance company were billed to you. We have attached a copy of your rental contract and final invoice.
  
  Based on our review of the charges billed, we find that the total is correct based on the information above.
  
  
  Consumer Response /* (3000, 7, 2022/08/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The receipt I received upon return does not indicate what is listed on their invoice XXXXXXXXXXXX. The vehicle was rented under the insurance allowance terms and returned prior to end of allowed coverage. As the coverage was going to end I myself called in to ask about keeping the vehicle and what rate would be offered. As a courtesy I was given the original rented rate of $24.24 daily. My out of pocket rental coverage began 7/19 through 7/23. I should not be charged greater than what my 5 days consist of. The rental contracts were combined to show a higher charge to me than it should be. The insurance covers their portion and I cover my part which is only 5 days. I am being taxed higher because of the combined contract. I have a copy of what was provided to me at the end of my 5 days of rental coverage. My receipt also does not specify exact breakdown of taxes. I tried to discuss this with the rental location but AGAIN, was rushed away as if they were busy which they were not, all laughs, not regard for the consumer.
  
  
  Business Response /* (4000, 9, 2022/08/10) */
  BBB CASE#: XXXXXXXX
  Hertz RR#: HXXXXXXXX
  
  This correspondence is being made in response to ***** ******.
  
  We have processed an adjustment of $161.43 has been processed on the rental invoice. This adjustment is for the sales tax plus the daily Vehicle License Fee (VLF/VLCR). Our records show a dispute was filed with your financial institution in the amount of $202.19. As we have processed the before-mentioned adjustment, the adjusted amount will be deducted from the balance of $202.19. However, an outstanding balance of $40.76 remains and must be settled.
  
  
  Consumer Response /* (2000, 11, 2022/08/20) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept resolution and agree to pay the balance due of $40.76. The adjustment appears to be accurate after revision.
  
  Please advise how this payment is to be made or if charge will be applied to original form of payment.

• Initial Complaint

  Date:07/26/2022

  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.

  On March 9, 2022 I rented a vehicle from one airport using points from a CC. I needed the vehicle a couple more days than anticipated and so called the company. They said it would just be charged my original daily rate and I agreed. Later I needed to return my vehicle to a different airport and when I called the company they said it would just be a small fee to move locations. I asked multiple times if there would be any other charges or anything and the rep said no. I then called a couple hours later and another rep said the same thing. Several days later I had another question about something else and once again asked them if there would be any fees or any additional charges for moving locations other than the ones already disclosed and once again the rep said that there wouldn't be. I drop off the vehicle and get charged a very large amount and am told that I agreed to it. I was sent to collections after not paying the extra amount and am still being told my Hertz that I agreed to the larger charge. I told them to listen to the calls but they refuse to do so.

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 5, 2022/07/28) */
  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 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, 2022/07/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I need to provide them with my reference numbers.
  Reservation ID: KXXXXXXXXA4
  Rental agreement: XXXXXXXXX
  
  
  Business Response /* (4000, 15, 2022/08/20) */
  ***Document Attached***
  BBB CASE#: XXXXXXXX
  Thrifty RR#: XXXXXXXXX
  
  This correspondence is being sent in response to ****** ***. Thank you for confirming this information for us.
  
  We apologize for any misunderstanding regarding the charges billed for your rental. As your rental was booked and prepaid through a third party tour operator, the original daily rate would not be visible to our rental extensions team. We can confirm your reservation was originally booked for rental from 03/09/22 - 03/10/22 with pick-up and return to our Dulles airport location.
  
  On 03/10/22 we show you reached out to our Rental Extensions team to extend the contract for return on 03/13/22 at a rate of $52.75/per day which required an additional authorization in the amount of $158 on your charge card. However, we do not show an additional contact was made in order to change the return location to Baltimore airport.
  
  Therefore, when the vehicle was returned one-way to Baltimore, the rate changed as outlined in our Rental Terms & Conditions as well as on Page 1 of the rental contract. In addition to the change in rental rate, we show that the vehicle was returned with less than a full tank of fuel which incurred a Fuel & Service fee of $44.96.
  
  As the charges have been determined to be valid and a dispute was initiated with your financial institution, we show an outstanding balance of $201.48 at this time. In order to settle this balance, please contact our collections partners Network Commercial Services at XXX-XXX-XXXX to resolve the balance due.

• Initial Complaint

  Date:07/26/2022

  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.

  Please see attached pdf doc for detailed description.
  Hertz
  Rental reserved June 1st.
  Williamsburg - Richmond Road HLE
  June 16-30 Transit truck
  $758.32 prepaid, $69.84 due at counter for prepaid gas “skip the pump”
  Text Monday June 13, 2022 3:18 PM
  “HERTZ RENTAL CAR HERE, in Williamsburg Va. Tried to contact you by phone but your Voice
  Mail is full. Looks like you reserved a cargo van for 6/16/22. Unfortunately we are having
  troubles locating one due to Amazon renting them all out. However, we can put you in a
  minivan. Please reach out to us at ************ option 5. “
  Called back at 3:24 PM
  Was told all they had was minivans and that I could get one for no extra cost. I asked if I could
  talk to a manager who could help find me something else and was told the manager was on
  vacation and that the guy I was speaking to was not normally at that location.
  The downsize in vehicles was not adequate to carry the load of merchandise for my company. I
  had reserved the vehicle through hertz because they did not charge per mile on the rentals like
  the other available options like Penske or Uhaul.
  I spent until 6:00 PM on the phone with the customer service line trying to find any transit
  available in VA, MD or DC and was unsuccessful.
  June 14, 2022 Called back to customer service line and tried to find a resolution for another 2
  hours. Did not receive refund.
  Researched alternatives and found the least expensive was Penske.
  Reserved Penske transit truck for $1520. A price different from the Hertz rental of $848.01 in
  additional expenses incurred as a result in the unavailability of my original rental. ($691.84
  Rental difference + $156.17 Final Gas Fill Up Cost Not included)
  In addition, the time spent attempting to resolve the initial rental and subsequently securing a
  new one through Penske was a time I had scheduled to be production time for my products
  before a large in-person event. I sold out on many of the products that didn’t get made and
  therefore had a noticeable drop in sales for those two days holding an average potential loss in
  sales at $8,000 in consideration for prior days’ performance.
  My total tangible loss is $848.01, my total loss in earnings is closer to $8,848.01
  Hertz & Amazon: thanks a lot.
  Sincerely,
  ******************************************************

  Business Response

  Date: 07/30/2022

  Business Response /* (1000, 10, 2022/07/30) */
  BBB CASE#: XXXXXXXX
  Hertz Res#: KXXXXXXXXA5
  
  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 Williamsburg 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.
  
  When this occurs, our policy is to provide customers with the next available vehicle class at no additional cost. Having reviewed our records, we show that our branch followed this policy. We regret the vehicle offered was not suitable for your travel needs.
  
  As an apology for this inconvenience we have added 1500 points to your loyalty account to use towards a free rental on us in the future. We appreciate the time you took to share your feedback and look forward to seeing you on your next adventure.
  
  Consumer Response /* (3000, 18, 2022/08/27) */
  Still have not even received a refund for the reservation.
  
  
  Business Response /* (4000, 20, 2022/08/30) */
  BBB Complaint #XXXXXXXX
  Res ID#KXXXXXXXXA5
  
  This is in response to ********* *******.
  
  I appreciate the opportunity to review your concerns. When you book a prepaid rental the location is unable to refund the difference to go into another vehicle class as this is something that has to be modified prior to picking up the vehicle. I apologize that you were not provided a phone number at the counter so that we could have assisted you. There was a delay in processing your refund and we have expedited the process. The refund has been processed in the amount of $758.32 and will go back to the card on file. Allow 5-7 days to receive if not sooner. Please accept my sincere apology and rest assured that we are taking internal measures to prevent this from happening in the future. Thank you for contacting us.
  
  
  Consumer Response /* (4200, 22, 2022/08/30) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This does not cover the damages I've incurred as a result of the failure to secure a previously agreed upon and paid for rental. Hertz left me scrambling to secure a new rental and cost me a tangible $848.01 in additional charges and approximately $8,000 in gross income. Now I've received three months of credit card interest to boot. The lack of acknowledgment is insulting.
  
  
  Business Response /* (4000, 24, 2022/08/31) */
  BBB Case No: XXXXXXXX
  Res No: KXXXXXXXXA5
  
  
  This is in response to ********* *******,
  
  While I am sorry for the issues you experienced with your KXXXXXXXXA5 reservation. I must respectfully decline your request for any additional compensation.
  
  Thank you for contacting us.

• Initial Complaint

  Date:07/26/2022

  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 7/13/22, we picked up a car at this Hertz site. The representative went over some charges such as whether we wanted to pay for gas in advance, etc. However, she never asked if we wanted insurance or road side service. We were emailed a service contract after we left. We did not check the contract. However, since the rep went over extra charges in person, I feel it was safe to assume that she went over all the charges, not just selected one. When we turned the car in, we were emailed a receipt that charged us $237.93 LDW and $62.93. Hertz has refused to remove these charges because we signed for the car. We signed based on what the representative asked us, not knowing she was charging us for items that she did not cover, and we did not ask for. I have called Hertz and asked for the charges to be removed. The customer service rep refused. I asked for a supervisor. She was to have someone call us. No one called. I have emailed, and they again refused saying we signed so they cannot remove charges. I am intelligent enough to know that charges can be reversed. This is deceptive sales, and it should now be allowed.
  

  Business Response

  Date: 08/12/2022

  Consumer Response /* (3000, 10, 2022/08/10) */
  The Company has agreed to refund the charges.

• Initial Complaint

  Date:07/26/2022

  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.

  Contract number HXXXXXXXXim permanently suspended due to confusion with my insurance company. They never notified me that they stopped payment, which in i didn't have a phone for some weeks due to one of you guys cars damaging it. Since this seems the only place i get responses. Why is my experience with you guys Is not taken in account. I have claims that I haven't still been updated on. My possessions were damaged in one the vehicles still no help with that. I even paid for tows on separate occasions that still haven't had an update on, even the representatives explained I would be reimbursed back due to them not being able to get a tow. Still no updates in that regards. I have possessions in the vehicle as well when you guys took the car. I have put in lost and found claims called several different locations even customer service and I can't through to anyone.

  Business Response

  Date: 08/17/2022

  Business Response /* (1000, 5, 2022/08/03) */
  BBB CASE#: XXXXXXXX
  Hertz RR#: HXXXXXXXX
  
  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 regarding your recent rental with Hertz. Upon receipt of your inquiry, we immediately reached out to the Area Manager in Yorkville for their further review as your rental was an Insurance Replacement rental contract.
  
  Based on our records, the rental contract provided on 05/16/22 had the agreed upon terms the vehicle would be returned on 06/18/22. However, the vehicle was not returned on this date. Our location has advised that once the contract went into an overdue status, they attempted to reach out to you by phone and email correspondence for an update on the location of our vehicle and to assist with extending the contract. IN addition, our records show the insurance company also attempted to reach out by phone, email and mail. As they were unable to make contact and the vehicle was kept beyond the return date, a repo was hired to retrieve our vehicle. This was successfully completed on 07/11/22. When a repo is hired to retrieve an overdue vehicle, a customers rental privileges are automatically and permanently suspended.
  
  Our Area Manager in Yorkville advisees that they provided assistance regarding your personal items which were left behind and state that they provided information on where to retrieve the items as well as had the items transported free of charge to a nearby location that would be more convenient for you to retrieve them.
  
  Having reviewed this information, we have found that our location acted in accordance with the proper procedures in place. A refund of the rental charges is not warranted as the charges billed are valid based on the time the vehicle was kept. 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.
  
  Please know that we take all customer concerns very seriously and we want to thank you for allowing us the opportunity to review this matter.

• Initial Complaint

  Date:07/25/2022

  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.

  my issue is on 6/07/22 I rented a Toyota Corolla retuned it on 6/14/22 for $336.25 for weely then rented another vechicle Kia Optima on 7/12/22 retuned it on 7/19/22 for $338.56 and on 7/21/22 they charge me $747.00 for two rental one for 6/07/22 and the rental for 7/12/22 I dont understand why after a month I be charge when I re-rented they never said nothing now I have overdraft fees but mind you on 6/17/22 there was two transactions one for $76 and another $77 for Herts so if I owe two payments of rentals then where is my $153 that was taken off my car on the 6/17/22 after I had returned the vechicle on 6/14 so they own me my money back and maybe more I haven't went through all transactions yet

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 10, 2022/07/30) */
  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 confusion caused by the charges for your previous rentals. Please find attached all relevant documentation included your Signed Rental Contracts as well as your final invoices for RR#'s ********* & *********.
  
  We show that RR# ********* was linked to your reservation *********** and took place from 06/07/22 - 06/14/22 in Inglewood, CA. The total charges billed for this rental was $336.25.
  
  We show that RR# ********* was linked to your reservation *********** and took place from 07/12/22 - 07/19/22 in Inglewood, CA. The total charges for this rental was $338.56.
  
  Both of these rentals show the vehicles were picked up and corresponding rental contracts signed. If you believe these rentals were fraudulent, please contact your local police department to file a police report. Once done, please provide the police report information to us so that we may share the information with our Corporate Security team and Fraud Department.
  
  
  Consumer Response /* (3000, 12, 2022/08/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I wasnt talking about the rental I got the rental it's the overpayment they charge me an extra $153 that's my problem they took two rental payments from my account and additional $153 I'm complaining about
  
  
  Business Response /* (4000, 15, 2022/08/11) */
  
  BBB CASE#: ********
  Hertz RR#: ********* & *********
  
  This correspondence is being sent in response to ****** *****.
  
  The documentation provided shows an attempted authorization of $153.00 on 06/19/22 which was declined by your financial institution. This authorization, along with the authorizations of $77 and $76.00 were due to your rental contract going beyond the scheduled return date without contact to our location or extensions team to notify us that the vehicle would be kept for a longer duration.
  
  All holds that were successfully placed on your account were released at the time of return when the final charges were processed for the before-mentioned rentals. The invoicing and contracts we provided with our response shows all charges made to your account as well as authorizations made.
  
  With this in mind, we must stand by our previous decision and response as no credit is warranted. All charges made are valid for the two rental records above and all authorizations pertaining to these rentals were released upon your return for each contract.

• Initial Complaint

  Date:07/25/2022

  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 went online to reserve a car through Hertz in Denver in early July for 3 days (July 15-18th) as I had family in town visiting and I was traveling across the country to Ohio. I reserved the largest car they had available (an XL SUV) as I was packing lots of things in the car and I also had to have room for 5 adults and an infant. When I showed up the morning of my rental, the guy working behind the desk informed me that they were overbooked and all they had available was a minivan or an Armada, both of which aren't as big as say a Suburban. The agent wasn't very help and never apologized just simply said would you want one or the other? He then proceed to tell me that the price to rent a minivan and the price to rent a Suburban was the SAME. It is not!! and I did not appreciate him trying to pull a fast one on me. The price I paid for an XL SUV was around $320 a day (for three days!!) a minivan is about $150 a day! He then told me there was nothing he could do about the price, he couldn't change it to prorate it to the minivan and he didn't even offer a discount. He also proceeded to charge me to prepay for a tank of gas (which I said no to) and he also charged me to add a driver on even though I had AAA (and used to reserve the vehicle!!). I wayyyy overpaid for this service and have YET to hear anything from Hertz about getting part of my money back!! Poor customer service and a scam!!

  Business Response

  Date: 08/17/2022

  Business Response /* (1000, 5, 2022/07/28) */
  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.
  
  Please accept our sincere apologies for the fact that the vehicle booked 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. When it does occur, our policy is to provide a vehicle from the next available group at no extra cost.
  
  Having reviewed the details of your rental, we are concerned to see that the branch have not followed this procedure. Rest assured this has been raised with management at the branch to ensure it's addressed with all staff. With the above in mind, a refund for the downgrade has been applied to the card used on this rental. The credit of $315.04 was processed today, but will take 5-7 business days to show on your billing statement.
  
  Our records show the branch assisted with issuing a refund of the Additional Driver Fee and Fuel Purchase Option before the rental was fully closed out and the final charges billed. We are pleased to see they were able to provide assistance in correcting these charges before the invoice was closed out.
  
  
  Consumer Response /* (3000, 7, 2022/08/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Thank you so much for getting back to me in a timely response and passing my concerns along to the branch where I rented. Although I am grateful for the refund of $315.04, I do feel like this falls short. I paid to rent an XL SUV at a rate of $320.55 for 3 days which equals out to $961.65 plus tax. When looking at rates for a minivan at that branch I see that the weekend rate for a minivan can range from $140-$160 + tax per day. So doing the math, on the high end I would've paid $480 for rental with the prorated rate and I would think a manager would've offered a discount on top of that for the inconvenience. I'm not even asking for a discount at this point because I'm so frustrated. $961 minus $480 is $481 which is the LEAST amount of refund I should be getting and that's on the high end of the range. I appreciate the response and the little refund I've gotten from both the return branch and from you although this still doesn't meet my expectations.
  
  
  Business Response /* (4000, 9, 2022/08/06) */
  
  BBB CASE#: XXXXXXXX
  Hertz RR#: XXXXXXXXX
  
  This correspondence is being sent in response to ******** ******.
  
  We apologize for any misunderstanding regarding the amount refunded for the vehicle downgrade. As our rates are continuously fluctuating based on the date, time and various other factors; the current rental rate shown on our website or mobile app is not applicable for your past rental. The applicable vehicle rate was applied when the previous credit was processed on the invoice.
  
  
  Consumer Response /* (4200, 11, 2022/08/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is completely unacceptable. We asked if this pricing issue could have been taken care of the moment we got the rental and the guy said no and to now get an "is what it is" response is ridiculous. The prorated refund doesn't meet my expectations as well as the time it took to even get this response to fix the issue is unbelievable. I reached out to customer service and got a response from a manger apologizing for the inconvenience and giving me his email to reach out if there was anything he could do to help. When I did email him, he never responded. The lack of empathy is appalling and you will not catch me being a return customer to hertz. Scamming your customers to get the most money you can from them and expecting them to roll over and accept your settlement is complete and utter ********.
  
  
  Business Response /* (4000, 13, 2022/08/09) */
  BBB Complaint #XXXXXXXX
  RR#XXXXXXXXX
  
  This is in response to ******** ******.
  
  While we understand that our previous response was not the desired outcome we have However, decided to process an additional credit in the amount of $361.85 in addition to the $315.04 (that has already been processed) to total $676.89 refund. Receipt to follow within 24 hours. While we realize our decision and response is not the desired outcome, we hope you will respect our position on this matter as we consider it having been fully addressed and this matter closed. Further requests to revisit this matter will not be considered. Thank you for contacting us.