Complaints

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

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  Hertz

  8501 Williams Rd Estero, FL 33928-3325

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  Hertz

  5405 Airport Service Rd Tampa, FL 33607-1419

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  Hertz

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

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  Eagle Automotive

  2223 Memorial Pkwy SW Huntsville, AL 35801-5621

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  Hertz

  Ontario International Airport Ontario, CA 91761

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

• Initial Complaint

  Date: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.

• 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.

  Hello
  I am renting a car from Hertz already for 4months
  Can you imagine ?!
  The office in Delray Beach on Federal Highway which phone number is XXXXXXXXXX
  Are really nasty impolite and they don't respect their client
  Especially the manéger Dany and another one whose name is Nick
  For four month I am asking for small suv automatic not manual for the trunk and chairs
  I am not asking for an aéroplane
  They gave me always very bad cars with problems once with the balance once withe windows once it is too big and I have my Mom who is 95 years old
  They are making fun of us
  For four months they don't find me one
  I call them always the tell me May be tomorrow May be in few days
  For 4months they are lying and cheating
  I reserve one I go the second day they don't have it
  IAM frustrated
  I call hertz 800 number to speak I can not
  Always someone answer me with very bad English very bad accent repeating the same words like robots
  So pls I need your help to stop this humiliation from hertz specially this office I am a gold number with them
  They just do not care about their customers
  With no respect
  We can not reach a supervisor or a district manager to help us

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 5, 2022/07/28) */
  BBB CASE#: XXXXXXXX
  Hertz RR#: Unknown
  
  This correspondence is being sent in response to ***** *****. 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 or the location indicated in your inquiry. 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, 2022/08/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hello
  Rental record XXXXXXXXX
  Rental record XXXXXXXXX
  This is my fifth month renting with Hertz
  And yet the Office in Delray Beach on Federal Highway which phone number is XXXXXXX has very very very bad service and attitude
  The manager Dany and another employee Nick are impolite nasty
  They are dumping us and make fun of us
  What a shame !! In Hertz to be treated like this
  No respect no responding
  They treating us as if we are beggars
  I am a gold member with Hertz since long time
  Never had such bad service
  They lie always they promise and never kept their promises
  I reserved several times cars but when I go it is not their
  Unbelievable
  They just deny and lie
  My mom is very old
  All I want a small suv with automatic trunk
  They are giving me bad cars
  And always they do not have appropriate cars for 5 months
  So pls pls I need your help because I can not reach the District manager not even the supervisor
  They are all compromising together
  Very bad for their reputation
  So pls help me
  They have to be stopped because really they do not care
  Thank you
  
  
  Business Response /* (4000, 9, 2022/08/03) */
  BBB Complaint #XXXXXXXX
  RR#XXXXXXXXX/XXXXXXXXX
  
  This is into response to ***** *****.
  
  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. A vehicle preference can be noted on the reservation; however, Hertz does not guarantee a specific make, model, color or feature. We regret we were unable to meet your request for be specific make, model, color or feature. I can reassure you that I have reached out to Management so that some one can contact you. Please look out for a call back. Thank you for contacting us.

• Initial Complaint

  Date:07/24/2022

  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.

  7/24/22. Smoking fee charged for a car with a funky cleaning smell when it was given to me. In fact it was slightly wet with cleaner. I was charged $400 & I don't even smoke! I want a refund & apology. It was at charlottes airport Hertz
  

  Business Response

  Date: 08/11/2022

  Business Response /* (1000, 5, 2022/07/27) */
  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.
  
  Our records show you contacted our Customer Service team via email correspondence previously. We show they provided a response and assistance on 07/24/22 at which time a credit of $400.00 was processed. Please find a copy of your amended invoice attached for your review and records.
  
  We are pleased to see our Customer Service team has assisted you with your concerns. With this in mind, we consider this matter as fully resolved and closed.

• Initial Complaint

  Date:07/24/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented and paid for a Large Sedan Group F FCAR with confirmation number KXXXXXXXXA7. When I went to pick up the car at the Washington Hilton Hertz branch the Hertz employee informed me that they didn't have a car for me. Of course, I was surprised and disappointed especially since I had already paid for the rental. When I asked him how they could not have the car I already paid for, the employee stated that there were not enough cars delivered in the morning,
  
  As a result of not having a car for me that I already paid for I had to scramble for alternative transportation, had to take several cabs to locate alternative transportation, and was hours late for the event that I needed the car to attend. In addition the alternative transportation I was forced to procure presented some safety issues.
  
  Finally, the employee at the rental counter stated he couldn't even refund my payment or offer me any other compensation. I called the 1800 number her gave me and after 30 minutes they claimed I would be getting a refund in 7-10 days. I don't have the refund yet.
  
  They also stated that they couldn't offer me any compensation and that only the car rental location could, despite the Hertz employee at the rental branch stating he could not offer any compensation.
  
  Overall, I'm a long time Hertz customer and I was shocked by this terrible experience.

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 18, 2022/08/31) */
  BBB CASE#: XXXXXXXX
  Hertz Res#: KXXXXXXXXA7
  
  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 Hilton HLE location in Washington D.C. 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.
  
  As an apology for this inconvenience we have added 1500 points to your loyalty account. This information is available to you immediately by logging into your account via the Hertz website or mobile app.
  
  As you have indicated alternate transportation was utilized as a result of the Hertz vehicle not being available, please provide us with your final invoice from the other rental agency for our review for possible reimbursement of the additional charges incurred.
  
  Thank you for allowing us the opportunity to review this matter.

• Initial Complaint

  Date:07/24/2022

  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 Hertz for a trip out of town on the weekend. When they processed my credit card they stated it was declined twice. Then I tried another credit card which they stated was declined. At this point I attempted to utilize my debit card which they again said was declined. I had to go back home obtain a third credit card which they said was processed. When I told them that my credit cards were approved on my statements they said the charges would drop off. However according to the receipts I received in my email all these charges were approved not decline. These charges caused a major inconvenience for my trip as I was unable to access any of these funds as well as causing a credit activity and a decline for a purchase I had made with another vendor. This is unacceptable. They kept saying the charges were going to drop off but clearly they were all approved to begin with.

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 17, 2022/08/31) */
  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 frustration or inconvenience caused when multiple authorizations were made on your accounts at the time of rental. Our Kingsport-Tri City location is an independently owned and operated licensee franchise location. As such, the licensee owner processes his/her own billing and invoicing. Therefore, we have forwarded your feedback to their offices to ensure that this matter is thoroughly reviewed and corrective action taken where necessary.
  
  When an authorization is made, these will be released at the time of rental return and take up to 5-7 business days to no longer show as pending on the account balance. Since the rental vehicle was returned on 07/25/22, there should be no remaining pending transactions at this time.
  
  While the holds have been released, we understand this caused inconvenience to your travel plans. Therefore, as a gesture of concern we are mailing a $100.00 Hertz certificate to you at the mailing address provided.
  
  Thank you for allowing us the opportunity to review this matter.

• Initial Complaint

  Date:07/24/2022

  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 Hertz on April 18, 2022. Picked it up in Boston. We toured a few colleges and returned the car a few days later. Although I did not request a BMW SUV, Hertz gave this car to me at pickup. It was a very nice car. Brand new. In pristine condition. We returned it a few days later in pristine condition. No issues with scratches, dents at pick up or drop off. Now in July, 3 months later, I receive a Vehicle Report in the mail saying I owe $2,139.64 for all the damage caused to the car. Photos were included, along with a repair invoice to pay. The photos are close up, taken in the rain (it was not raining when we rented the car), with no license plate or any way to identify this car. There are multiple, fairly large scratches in 4 or 5 places on the car. Including the back of the mirror. I would never have rented a car in this condition and would have noticed all these large scratches right away and rejected the car. Either this is a scam or I am being ripped off. We did not cause ANY damage to the car. We are 4 adults that rented the car. Can you please help me resolve this?

  Business Response

  Date: 08/17/2022

  Business Response /* (1000, 10, 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 caused by the damage claim filed for your rental. We immediately reached out to our Corporate Claims Management team for their further assistance. We have received their response and they have advised that the claim has been closed and you will not be held responsible for any damages reported to the vehicle. Therefore, you should not receive any correspondence related to the damage claim. Please be assured this matter is being thoroughly investigated with appropriate management for their review and corrective action where deemed necessary.

• Initial Complaint

  Date:07/23/2022

  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 for 2 days and I returned it after one day. I have photographic proof that I returned it in appropriate condition and in a full day prior and the price was not reduced appropriately. I attempted to contact the company promptly as I received the incorrect statement starting on 7/9 and still have not received appropriate communication or resolution to my problem.
  
  To be clear, I am not asking for a full refund, but at this point I am asking for only the appropriate charges to be levied. I agreed to pay 329.99 plus tax and fees per day.

  Business Response

  Date: 08/03/2022

  BBB CASE#: 67531365
  Hertz RR#: L63260072
  
  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 error incurred on your rental. Our location in ********** is an independently owned and operated licensee franchise location. As such, the location own is responsible for his/her own billing and invoicing. Therefore, when the vehicle was returned one-way to a corporately owned location, *********, the return location was responsible for notifying the originating location in order to finalize the invoice and charges.
  
  As such, we immediately reached out to our licensee owners in ********** for their further review and assistance. They have advised that upon your return, their offices were not notified of the return date and therefore the record was closed on the scheduled return date listed on your reservation. They have provided assistance in correcting this information to reflect your early return on 06/29/22 and a refund has been processed to the charge card on file ending in xx-****. The refunded amount is $405.98 and was processed on 08/01/22. Though processed on this date, it will take **** business days to show on your billing statement.
  
  Please be assured we will be addressing this matter with appropriate management for their review and corrective action where deemed necessary.

  Customer Answer

  Date: 08/11/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  I received the refund as promised; however, I would like the record to reflect that I contacted multiple Hertz offices while attempted to correct this issue and it involved a secondary source (including disputing the charge from my credit card) to get charged the correct, agreed upon rate. While I may have the funds to absorb the additional $400 dollar charge, many do not. I would, and am currently, advising any and all of my friends, family, and business contacts to scrutinize their results for fraudulent behavior. In conclusion, I have 0 faith that the Hertz company would act in my best interest moving forward, and will advise all of my teammates appropriately.

  Business Response

  Date: 08/12/2022

  Business Response /* (1000, 5, 2022/08/03) */
  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 frustration caused by the billing error incurred on your rental. Our location in Wilmington is an independently owned and operated licensee franchise location. As such, the location own is responsible for his/her own billing and invoicing. Therefore, when the vehicle was returned one-way to a corporately owned location, Nashville, the return location was responsible for notifying the originating location in order to finalize the invoice and charges.
  
  As such, we immediately reached out to our licensee owners in Wilmington for their further review and assistance. They have advised that upon your return, their offices were not notified of the return date and therefore the record was closed on the scheduled return date listed on your reservation. They have provided assistance in correcting this information to reflect your early return on 06/29/22 and a refund has been processed to the charge card on file ending in ******** The refunded amount is $405.98 and was processed on 08/01/22. Though processed on this date, it will take 7-10 business days to show on your billing statement.
  
  Please be assured we will be addressing this matter with appropriate management for their review and corrective action where deemed necessary.
  
  
  Consumer Response /* (2000, 7, 2022/08/11) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I received the refund as promised; however, I would like the record to reflect that I contacted multiple Hertz offices while attempted to correct this issue and it involved a secondary source (including disputing the charge from my credit card) to get charged the correct, agreed upon rate. While I may have the funds to absorb the additional $400 dollar charge, many do not. I would, and am currently, advising any and all of my friends, family, and business contacts to scrutinize their results for fraudulent behavior. In conclusion, I have 0 faith that the Hertz company would act in my best interest moving forward, and will advise all of my teammates appropriately.

  Business Response

  Date: 09/19/2022

  Complaint ID: ********

  RR#: L63260072

  The rental location says they did not recharge. Please provide the documents (i.e. credit card statement) for additional review. 

  Customer Answer

  Date: 09/20/2022

   
  Complaint: 17838888
  
  I am rejecting this response because: as you can clearly see in the attached image Hertz Rebilled the refund. Previous to this action, I have spent several HOURS between the the corporate help line of ************* where I was bounced from department to department, being hung up on several times, and being bounced to the local office only for them to plead ignorance and send me back to corporate. Luckily with Tennessee being a one way recording state, I recorded all of these calls which outline the futility and ignorance of the Hertz organization in resolving such a simple issue. If you would like additional details or recordings of my interaction (and unsuccessful navigation of the local branch automated system to reach a live human being) please reach out. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 09/26/2022

  Complaint ID: ********

  RR#: L63260072 

  We have reviewed the additional details with the local management who had it reviewed by their accounting Department. We would recommend contacting your credit card company for assistance regarding the charge as it's not a charge. It is also possible if you disputed the charge previously with your financial institution and they provided you a provisional refund while they investigated they have completed their investigation and are now rebilling you. 

• Initial Complaint

  Date:07/22/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was overcharge 1,000.00 on my credit card,
  
  Requesting refund
  
  Renal Agreement no. LXXXXXXXXX
  
  The car was rented on San Luis Obispo airport, due to a medical emergency i had to return the car in San Diego,
  i call the hertz costumer service number to let them know, in this is was online and what i have paid in the past for returning on a different location.
  
  A Return Change Fee of $12.99 will be applied if you return the vehicle to a different location from that which was scheduled, or if you return more than 12 hours after the date and time previously scheduled, and you failed to notify Hertz of such a change more than 24 hours prior to your scheduled return time by ...
  
  I was abruptly overcharge 1,000.00 on my credit card without any notice, also when i call to ask the lady hang the phone on me.
  
  This is amount is way high i was charge a total of $1474.33 for a 3 day rental, this very bad business and taking advantage of the client, is just fair and good business practices.

  Business Response

  Date: 08/03/2022

  Business Response /* (1000, 5, 2022/08/03) */
  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 frustration caused by the additional fees incurred for the one-way fee on your recent rental from San Luis Obispo. Our location in San Luis Obispo is an independently owned and operates licensee franchise. As such, the licensee owner processes his/her own billing and invoice as well as owns their own vehicle fleet.
  
  When customers rent from a licensee location, they are advised of the terms of the rental contract. If the vehicle is returned one-way to a corporate location, the licensee location incurs the costs to transport their vehicle back to their location. If you contacted our corporate rental extensions team, the menu prompt would immediately notify you that if your contract begins with the letter H or L to contact the renting location for assistance with making any changes to the rental contract.
  
  Our licensee owner advises that no contact was made to their offices in order to change the return location and had contact been made, the one-way fee would have been disclosed at that time. However, as the vehicle was returned one-way without the locations knowledge, the appropriate one-way fee was applied.
  
  Based on this information as well as the response from the licensee owner, we must advise the charges billed are correct and a refund not warranted. 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.
  
  
  Consumer Response /* (3000, 7, 2022/08/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The amount you are charging me its outreachest and not even close to be realistic or fare. Flying back to San Diego from your location is 1000.oo dlls, or even gas 1 full tank 80.00, you can flight someone to go and pick the car up and your expenses will not even be 200.00 dlls. This is very bad business practice and says a lot how you operate your loaction, you should not represent HeRTZ locally, my as a costumer we can't actualyy now if its a franchise, I rent with Hertz because is a national brand where i fell protected from this scsamp with a local company like yours, you should be reported and get your score lower on BBB also i'm writing a bad review for people not to rent on your location on all websites where you
  
  
  Business Response /* (4000, 10, 2022/08/06) */
  
  BBB CASE#: XXXXXXXX
  Hertz RR#: LXXXXXXXX
  
  This correspondence is being sent in response to ******* *****.
  
  We apologize for any frustration caused. Customers can review if a location is a licensee or corporately owned location through the Hertz website or mobile app.
  
  While we understand our previous response was not the desired outcome, we must advise that our decision and response remain unchanged. 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.
  
  Business Response /* (4000, 20, 2022/08/16) */
  BBB Complaint #********
  RR# *********
  
  This is in response to ******* *****.
  
  I do apologize for the frustration that this matter has caused. As stated earlier, the location in San Luis Obispo is an independently owned and operates license franchise. As such the license owner processes his/her own billing and invoice as well as own their own fleet. Our licensee owner advises that no contact was made to their offices in order to change the return location and had contact been made, the one-way fee would have been disclosed at that time. However, as the vehicle was returned one-way without the locations knowledge, the appropriate one-way fee was applied. The contracted agreement that is handled to each customer states a drop fee will apply if the vehicle is not returned back to their office in San Luis Obispo. Based on this information as well as the response from the licensee owner, we must advise the charges billed are correct and a refund not warranted. 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.

• Initial Complaint

  Date:07/22/2022

  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 13, 2022, I rented a car from Hertz in the Chicago Ohare airport. While choosing between 2 cars, I accidentally left my lap top in the car that I didn't choose to rent. It was a white BMW,tag #39 BYMZ. VIN XXXX-XXXXXXX. The next renters turned the lap top into the Hertz counter before leaving. On 7/14/22, I called and spoke to the Hertz , counter, and was told it was there. I drove back to the airport to retrieve it. . I spoke with Gary, Goldenberg,who went to the lost and found, but couldn't find it. He took a picture of a lap top bag , snd told me there was nothing inside. He gave me an email address for Craig Milam, another employee. He said he handed the laptop to Craig. Craig replied, "I delivered what seemed to be a laptop bag to a young lady to process. Saturday , July 16th, I returned to the airport, where it still had not been found. Angela Burton stated that she knows the lap top was in the case, as did Karen, who opened the bag and confirmed it was there also.They told me that this had never happened before, and they would get to the bottom of it. They said they would have a specialist review the cameras on Monday, July 18th. and assured me that my laptop would be found. On Tuesday, July 19th, Angela Burton spoke with her director, Danielle, who said all the cameras were checked and they were unable to verify anything from the tapes. Angela was very helpful, agreeing it was internal theft. I was in Chicago to watch my son graduate from the Navy. I was bringing the laptop to him. After a week of going back and forth with Hertz, I don't believe that I'm ever going to see his laptop again. He has lost all of his personal information which really scares me, I'm attaching telephone numbers and email addresses for the contacts that I have. I can forward emails and receipt upon request.
  Thank you,
  ******* ****
  Angela Burton. ********@hertz.com
  XXX-XXX-XXXX
  **** Goldenberg ***********@hertz.com
  XXX-XXX-XXXX
  Craig *****@hertz.com

  Business Response

  Date: 08/30/2022

  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 frustration caused by the item left behind in the vehicle at the time of rental in Chicago. We reached out to the Area Manager in Chicago for their review and and assistance. They have advised that while the laptop bag was turned into the Lost & Found area, a laptop was no in the bag when it was received by our team. We regret the laptop was unable to be retrieved. We have forwarded this information to our Claims Offices so that they may set up a claim to reimburse you for the items. You may follow up with them directly at XXX-XXX-XXXX.
  
  
  Consumer Response /* (3000, 7, 2022/08/08) */
  I received instructions from Hertz on how to proceed with my claim for lost/stolen property. I called on 8/4/2022, and their system was down. On 8/5/2022, I called the telephone number supplied by Hertz. I spoke to Theo, who said she couldn't help me but would transfer me to the billing department. Theo also gave me a new number for billing XXX- XXX-XXXX.I called and spoke to Isabell, after being on hold for 39 minutes,she said her department calculates reward points earned by hertz customers. She couldn't help me, but gave me another number. I spoke to Delhi, who said I needed to call the rental location at Chicago O'Hare airport, XXX-XXX-XXXX. I spoke to **** Goldenberg at the rental location. He redirected me to the claims office, XXX-XXX-XXXX, which is where I started. I tried again . I spoke to Jaylo and was told that her department only handles stolen vehicles, not property. Jaylo said I should call XXX-XXX-XXXX, the lost and found department. I'm unable to access that number. At this point, I've been on the phone for almost 4 hours.
  I don't believe Hertz is trying to resolve the situation. I'm hoping you can help me. Also, Please advise me as to how I can keep this claim open.
  Thank you,
  ******* J ****
  XXX-XXX-XXXX
  
  
  Business Response /* (4000, 9, 2022/08/11) */
  BBB CASE#: XXXXXXXX
  Hertz RR#: XXXXXXXXX
  
  This correspondence is being sent in response to ******* ****.
  
  We apologize for any misinformation previously provided. Upon forwarding this to our Claims offices, this matter was further investigated. Our location management has confirmed that the laptop was not retrieved by their offices. We are always concerned when customers lose personal items. However, in accordance with the Terms and Conditions of the rental agreement, Hertz is not responsible for personal property left in our vehicles.
  
  With this in mind, a reimbursement claim cannot be processed in accordance to the Terms & Conditions.
  
  
  Consumer Response /* (4200, 11, 2022/08/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I'm confused by you follow up email. On 8/3-22, you gave me instructions to file a claim, then on 8/11/22, your email states that I don't have a claim.This is clearly not a typical "Lost and Found" case. It was verified by two managers, and one employee, whose names are listed in previous emails, that my lap was there. After driving back to the airport the following morning to retrieve it , it wasn't there. Gary Goldenberg verified the laptop was present when he handed it to Craig Millliam , the previous afternoon. It was indicated the laptop was "lost" internally, with indications that there may have been internal theft. In closing, I hope this gives you a clearer explanation of the circumstances regarding this particular case. This is not a lost and found case.
  Thank you,
  ******* J ****
  
  
  Business Response /* (4000, 13, 2022/08/25) */
  BBB CASE#: XXXXXXXX
  Hertz RR#: XXXXXXXXX
  
  This correspondence is being sent in response to ******* ****.
  
  We apologize for any frustration caused; however, after further investigation with our General Manager at the branch it was determined that the computer bag was turned into the Lost & Found team and there was not confirmation of a laptop being inside of the bag when it was turned in. At the conclusion of this investigation, we have found no evidence to indicate a theft occurred; however, want to assure you that your concerns were shared with our management team.