Business Profile

Auto Rentals and Leasing

Hertz

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Important information

Customer Complaint:
Hertz requests and BBB recommends that if you have any complaints or concerns, please contact Hertz's Executive Customer Service Team at [email protected] or (239) 301-7000 prior to contacting BBB.

The customer experience information and complaint history provided in this BBB Business Profile reflects Hertz's worldwide operations. BBB Serving West Florida services all customer complaints and reviews for Hertz and its locations throughout the world.

Complaints

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

Customer Complaints Summary

7,224 total complaints in the last 3 years.
2,184 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/22/2022
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.
I have been a loyal customer with hertz; I rented a vehicle at the New Orleans Airport on 20 January 2022 (Rental # XXXXXXXX); upon receipt of the car, the vehicle was not clean to standards and smelled (poor quality has become the norm since the pandemic) but given the lack of cars available at that location and having arrived after a long flight I decided to take the vehicle and simply lowered the windows and went to a service station to buy glass cleaner to clean the filthy windshield.
I returned the vehicle on the 23rd of January without further incident until This past May when I went to pick up a reserved vehicle at Hertz Falls Church VA location and was denied rental because I had been put on a "Do not rent list". I was shocked to hear this (inconvenienced by lack of transportation) and was given a phone number to call for Hertz Do Not rent"; they told me I had been added to this list because of a $325 charge for smoking in the car dating back to the rental in New Orleans.
This was the first I had heard of this and was inconvenienced; I DO NOT smoke and certainly didn't in that vehicle; I have a flawless renting history with hertz on both my professional and personal experiences. I began calling to get this issue resolved in May and was initially told it would be resolved in 10-14 days. That did not happen; instead I began receiving calls from a collection agency. I told the collection agency I refused to pay the erroneous charges and hertz was resolving it.
I called hertz customer service back and was told it would be taken care of, this was in May; I continue to receive calls and mail from this collection agency and they claim not to have heard anything from hertz. I called hertz customer service again this past Monday and am now being told that I had to " work it out" with the collection agency; I told the customer service agent this was unacceptable and requested a supervisor and was told I'd get a call within 24hr. Still waiting 110hrs later.
Business Response
Date: 07/27/2022
BBB CASE#: 67531282
Hertz RR#: 378245976

This correspondence is being sent in response to a query made by Abuoh *********. Thank you for allowing us the opportunity to review your concerns.

We apologize for any frustration caused regarding your placement on our Rental Suspensions list based on your January rental in ***********. Upon receipt of your inquiry, we immediately began an investigation into your concerns and have found that this matter was fully resolved on 06/14/22 when our Rental Suspensions team confirmed with our Collections team the balance due was waived/written-off.

We have also confirmed the suspension is lifted from your license at this time.

With this in mind, we consider this matter as being fully addressed and resolved. We are pleased to see our **************** and ********************** Suspensions team was able to provide assistance.
Customer Answer
Date: 07/27/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
In spite of Hertz's claim to have resolved this issue in June, I continue to receive correspondence and calls from their collection agency (please see attached). I requested they fix issue with collection agency and was told by hertz customer service "I should speak with the bill collector" ; bill collector then states hertz should contact them. It's all a very frustrating ordeal which is a shameful way to treat a loyal customer.
See Attachment/File: ************************************
Business Response
Date: 07/29/2022
BBB CASE#: 67531282
Hertz RR#: 378245976

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

We apologize for any confusion caused; we have confirmed the request was submitted to our collections partners on the before mentioned date of 06/14/22. As the file had been moved to an outside collections partners, this request can take up to 4-6 weeks to process. At this time, we are sending a reminder to their offices to ensure the file is closed.
Business Response
Date: 08/17/2022
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.

We apologize for any frustration caused regarding your placement on our Rental Suspensions list based on your January rental in New Orleans. Upon receipt of your inquiry, we immediately began an investigation into your concerns and have found that this matter was fully resolved on 06/14/22 when our Rental Suspensions team confirmed with our Collections team the balance due was waived/written-off.

We have also confirmed the suspension is lifted from your license at this time.

With this in mind, we consider this matter as being fully addressed and resolved. We are pleased to see our Customer Service and Rental Suspensions team was able to provide assistance.

Consumer Response /* (3000, 7, 2022/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In spite of Hertz's claim to have resolved this issue in June, I continue to receive correspondence and calls from their collection agency (please see attached). I requested they fix issue with collection agency and was told by hertz customer service "I should speak with the bill collector" ; bill collector then states hertz should contact them. It's all a very frustrating ordeal which is a shameful way to treat a loyal customer.

Business Response /* (4000, 9, 2022/07/29) */
BBB CASE#: XXXXXXXX
Hertz RR#: XXXXXXXXX

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

We apologize for any confusion caused; we have confirmed the request was submitted to our collections partners on the before mentioned date of 06/14/22. As the file had been moved to an outside collections partners, this request can take up to 4-6 weeks to process. At this time, we are sending a reminder to their offices to ensure the file is closed.
Customer Answer
Date: 06/06/2023

Complaint: 17838874

I am rejecting this response because:

This is a re-filing of the previous complaint " Complaint ID#: ******** I made against HERTZ for inconvenience resulting from the company' erroneously adding me to a "Do Not Rent List". Hertz states in previous BBB communication last July 2022 that they instructed that my name be removed, A representative of HERTZ "*********************" (Hertz *************************** even confirmed via email to me that the issue would be resolved and that the company would comp me Rewards Points for the inconvenience. Fast forward 9 months; I made a reservation online with HERTZ for a rental car pick up on 11 May at the ********** Airport. My family and I arrived at around **** at the rental site only to be told I was ineligible to rent due to being on a do not rent list. This caused significant inconvenience and frustration given the lack of vehicles with other companies and the fact that Hertz owns Thrifty and others. I had to pay significantly more money for a private rental (Turo) and we missed scheduled events because of Hertz"s poor customer service.
Expeditiously fix this issue and confirm in writing when completed. Compensate me for expenses

Sincerely,

Abuoh *********
Business Response
Date: 06/08/2023
Complaint ID ********
RR 378245976

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

I regret any inconvenience, after reviewing this matter with my ********************** Manager, it was advised that the agency was notified of this on 5/29/23, and it does take time for their system to update. Once their system is updated the calls should cease.

Thank you for contacting us.
Customer Answer
Date: 06/12/2023

Complaint: 17838874

I am rejecting this response because:
Hertz has had over 1 years to remedy it. I received notification from hertz apologizing for the mix up and the even offered to give me credit vouchers for free rentals at my leisure. I accepted that message and **************. 9 months later Im as sacremento picking up a car with my intire fam only to be denied rental. Hertz response lacks understanding of the degree of frustration it put me through.
-BBB this company is playing a game which if continued hertz might be working for enterprise. I want this issue be resolve d expeditiously, theyve hah a year and deceived me a year ago. I dont want to be dealing with this in another 6 months. The company gives you and I their issues would be expeditiously resolved. So theyve lied to both of us. I cannot accept anything less than remove me from their Not Allowed To Rent list ; 2. Comp me for my inconvenience and frustration after being denied transportation in 3 cities when most other companies were out of cars

Abuoh *********
Business Response
Date: 06/13/2023
Complaint ID: ********
********************** RR#: 378245976
This correspondence is being sent in response to Abuoh *********.
Our records show you also contacted our ************************** team regarding this matter and they provided an emailed response on 05/23/23 which confirmed your rental privileges were reinstated. In addition, they provided ***** points as a gesture of concern for the delays experienced. We are pleased to see they were able to provide assistance.
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.
On 06/02/2022 I rented a vehicle from Hertz Rental in Chambersburg Pennsylvania. To date I have consistently payed the weekly rental of $295.00 and have payed over $2700.00 in overall rental fees. On 07/21/2022 I extended my rental for another week just as I have done for the past 6 weeks and instead of charging me the usual $295.00, Hertz charged me $477.00 which is $182.00 too much. I tried calling the Chambersburg branch but al I could get is someone who can barely speak English working a customer services number from their home (could hear the kids in the background). Needless to say the issue was unresolved and I couldn't even get a supervisor on the phone. I reached out to corporate but have gotten no response. I simply want the $182 put back into my account or discounted from my upcoming rent.
Business Response
Date: 08/25/2022
Business Response /* (1000, 17, 2022/08/25) */
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 regarding the authorization holds and final charges billed for your rental. Our records show these concerns were addressed by our Executive Customer Service team on 08/10/22 in a response to a complaint filed with the Attorney Generals Office in Pennsylvania. At this time, we conducted a full review of the charges billed for your rental and have found all billing was correct. Each time the contract was extended, an authorization was placed on your charge card. These were not full charges but pending transactions that were released at the time of your rental return. We are pleased to see our Executive Customer Service team was able to provide clarification.

Thank you for allowing us the opportunity to review this matter.
Initial Complaint
Date:07/22/2022
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 was directed to Hertz Rental Cars to pick up a car that Bill Cramer Chevy had rented for me while my car was in for service. When I returned the car Hertz Rental Cars in Panama City charged my car by mistake. I called the same day the charge occurred and the company said I would be credited back on July 20th. The credit didn't occur so I sent an email to the Panama City Location and was told to contact corporate. When I called corporate I was on the phone for over an hour and they stated that the local location would need to credit the amount back and issued an invoice to the location. When I emailed the Panama City location I was told they aren't able to credit my card back. I have in writing from the Panama City location that they would return the charge that was NOT authorized on my card and was a mistake. Now corporate and the Panama City location are pointing fingers on who is to credit the amount back. I'm the one who is paying the price for their mistake with the charge and NO ONE is taking responsibility and correcting the issue of the charge and giving the credit both say I'm owed but neither can give me? Attached you'll find the information and I can also supply emails from Donn Carr the local manager saying I'd receive a credit and she can't give it to me.
Business Response
Date: 08/08/2022
Consumer Response /* (3000, 9, 2022/08/08) */
They have finally returned my money. Thank you so much.
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.
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.
Rented a vehicle from a hertz on June 22 and returned on July 3, 2022. Left my glasses in the vehicle and have video as proof. Called hertz was informed they had found my glasses and would save them. They asked that I send a UPS box with a self returned prepaid box for them to send the glasses. They received the box on July 12. Called numerous times and now I am being told by "Shane" that they don't have the glasses and threw the box away. I have a video of the glasses in the vehicle after I put the keys in the lock box.
Business Response
Date: 08/30/2022
Business Response /* (1000, 5, 2022/07/27) */
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, email address, phone number or Gold Rewards number. 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 want to ensure the complaint was filed against the correct Hertz. The Hertz we rented from was in Denver, Colorado; the 2001 Welton Street location. The reservation number is KXXXXXXXXXX.

Business Response /* (4000, 9, 2022/07/30) */
BBB CASE#: XXXXXXXX
Hertz RR#: XXXXXXXXX

This correspondence is being sent in response to a query made by ******* *********.

Thank you for providing the requested information. We show the rental is under a different first and last name, due to customer confidentiality we are unable to discuss a customers rental with a third party. So that we may ensure we have the correct rental contract, please confirm the renters first and last name and your relationship.

Consumer Response /* (4200, 11, 2022/08/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The rental was under Susan Taylor.

I have a video of the vehicle which was attached to this complaint. Your employee informed me that my glasses had been found and would be saved. I was instructed to send a box with a pre-paid return, which I did. Then I called the location and talked to "Shane" who informed me that there were no glasses and he threw the box away when it came in. Then Shane acted like I was lying about them having my glasses. He was utterly unprofessional and just flat-out rude. How would I have known to send a box with a return pre-paid label if I had not been instructed to send such?

One of the employees stole my Ray Bans and cost me an extra $32.72 for the box to be sent. This is unacceptable.

Business Response /* (4000, 13, 2022/08/04) */
BBB CASE#: XXXXXXXX
Hertz RR#: XXXXXXXXX

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

As previously requested, please confirm your relationship to the named renter. We have reached out to our location Area Manager for their further assistance; however, in order to further discuss this matter with you directly we must have confirmation of your relationship to the named renter as Lost & Found claims must be filed by the named renter on the contract.

Consumer Response /* (4200, 15, 2022/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Susan Taylor is a close friend of mine and we rented the car together for a softball tournament that our children were playing in in the Denver area. Her name was on the contract. How do you think I got the reservation number? I personally don't care if you send her my glasses or compensate her for the replacement cost because she will give it to me. I find it suspect that Hertz is question me on this when I have a video that was attached to this complaint of the vehicle we rented in the parking lot of the location we rented from that shows the sunglasses in the front window sitting on the dash near the inspection sticker. Now you seem to be questioning me on the issue of whether this happened or wether I was in the car because I am not the one on the rental. Do we need to start this process completely over with Susan filing the complaint? This is absurd. Your employees stole the glasses. Lied about it and cost me extra money yes telling me to send a package to them and they would send the glasses back. I even have the receipt for the box that your manager Shane threw away. Now your playing the games with me that your employees at the subject location played.

Business Response /* (4000, 19, 2022/08/24) */
BBB CASE#: XXXXXXXX
Hertz RR#: XXXXXXXXX

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

We regret any inconvenience you experienced regarding your lost glasses. Our procedures require that when items are found, they must be brought to a manager for proper identification and attempted return to the customer. The Hertz location in Denver conducted a search of the vehicle and of the Lost and Found inventory. Unfortunately, in this case, your glasses were not located. Although we can find no evidence to indicate that a theft occurred, the Hertz Area Manager at the Denver has been notified of your concerns so this matter can be thoroughly reviewed.

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.
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.
I am so upset, that Sam at one of your call centers totally screwed up my reservation and hung up on me.

I called Hertz on 7/21/2022 at 8:43pm and asked very simple questions and with his foreign accent, he hung up the phone or disconnected the line. Hertz has so many complaints I don't know how you are going to do better with customer service
Business Response
Date: 08/22/2022
Business Response /* (1000, 5, 2022/07/26) */
BBB CASE#: XXXXXXXX
Hertz Res#: Unknown

This correspondence is being sent in response to a query made by ******** *********. Thank you for allowing us the opportunity to review your concerns.

Unfortunately, there were no specific details included in your inquiry. We want to make a meaningful investigation but need more information to do so. Please provide us with the specifics regarding your inquiry such as dates, locations, rental record number, or any other information that would help us investigate this matter.

Consumer Response /* (3000, 7, 2022/07/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Ok I apologize for the brevity but I thought you would have the decency to call me directly since I'm a customer but I see the volume of complaints so it's natural that you all don't care as much for us!! However I've had a few agents to tell me information that's not true, I'm a Gold Member and I reserved a car for a very decent rate, however I wanted to have an authorized driver to pick up the car with her major credit card and drivers license THE AGENT SAID HE WOULD ADD HER NAME TO THE RESERVATION FOR PICKUP AND IT TURNS OUT HE WAS NOT ACCURATE AND MY RESERVATION IS under my name! We're headed to Orlando with 6 kids and the rates are extremely high in Georgia and she was going to drive to Orlando and I'm flying from Tennessee so I'm just trying make this a good trip, my minivan rate is $333 and my friend ******* rate is $800 so can someone please help us??? My phone number is XXXXXXXXXXX

Business Response /* (4000, 9, 2022/07/29) */
BBB Complaint #XXXXXXXX
Res ID# KXXXXXXXXF5

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

I appreciate the opportunity to review your concerns. The Hertz membership is only for the member to pick up. No one else can use the membership number or the discount CDP. Once a BBB case is sent over we must respond directly back to the BBB case. You can reach out to our Executive Customer Service Team at ************ at any time.
Thank you for contacting us.
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.
Date of transaction: 7/6/22.
I was quoted as $107.91 per day on my contract.
Hertz provided me with a SUV instead of an intermediate car b/c there wasn't one available at no extra charge.
I extended my car rental by ONE DAY and was charged an extra $1330!
I emailed Hertz and was told it was that much b/c after 5 days it's considered a week rental.
Because THEY gave me a SUV, they charged me the higher weekly price with no notice given to me.
My Rental Record # is XXXXXXXXX.

This is absolutely ridiculous!!! I want to be reimbursed as a loyal Hertz member. On another note, this office location is run with little to no management. I even had my purse stolen out of my rental a few months earlier and they would not let me see my car 20 minutes later when I realized it.
Business Response
Date: 08/24/2022
Business Response /* (1000, 16, 2022/08/24) */
BBB CASE#: XXXXXXXX
Hertz RR#: XXXXXXXXX

This correspondence is being sent in response to a query made by ***** *******. Thank you for allowing us the opportunity to review your concerns.

We apologize for any confusion caused when your rate changed due to a change in your rental terms. As outlined in the Rental Terms & Conditions, the rate provided on your rental contract at the time of rental is based on the terms itemized on Page 1 of the contract. Any changes to these terms will result in a change of the rate and possible additional fees. In this case, when your rental was extended through the mobile app, the daily rate originally booked was no longer applicable and the current applicable weekly rate applied. This change was confirmed through your extension which does not show this extension was processed by our phone agents, but directly through your account. Therefore, the charges billed are correct based on this information.

However, as a one-time gesture of goodwill we have adjusted your weekly rate to a daily rate of $107.91/per day for 5 rental days. A refund of $955.46 has been processed and will show on your billing statement within 5-7 business days.

Thank you for allowing us the opportunity to review this matter.
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.
Friday, June 24th - Pickup
First incident occurred when picking up the rental. The location did not have the vehicle I requested and told me they were putting me in an upgrade at no additional charge. The vehicle was brought around, and I checked it. I only had two rows of seats. I had reserved a vehicle that would hold 7 passengers. It was obvious the vehicle would hold no more than 5 passengers. I was told the reservation did not show that. Below is the information on the reservation, but he would work to find such a vehicleHertz
* Confirmation: #KXXXXXXXXB9
* Expedia itinerary: XXXXXXXXXXXXXX
* Nissan Pathfinder, Ford Explorer, Toyota Highlander or similar
* Recreational Vehicle
* 7 passengers
Chose to swap vehicle for a Ford Explorer at another location.
Monday, June 27th - Call Hertz Roadside to have a flat changed.
9:26 - Told i would have to pay to have flat removed and spare put on - agreed to do that.
9:48 - Received text estimated arrival would be 12:48 PM
1:51 - Called Hertz. Check and said company would not be there until 5:30
6:03 - Called Hertz. Company is not coming - outside their area. Told them i would change it.
Hertz uses Loctite on its lug nuts. I finally go them off, but could not remove the tire.
6:36 - Called Hertz. Schedule another request. Given case number & to call back next morning.
Tuesday, June 28th - 6:59 call to set up tow.
7:20 - Text truck should arrive in 58 minutes
8:31 - Called Hertz. Told i could not be transferred to a supervisor.
11:13 - Called Hertz. Finally transferred to supervisor. She found a company to come out and change tire.
Questions
1. Why was I not told at 1:51 PM that the tire company should not have accepted the service call because it was out of their area?
2. Why did I have to call at 6:53 PM to find out about the situation?
3. Why does Hertz put Loctite on the lug nuts?

Hertz credit two days rental. Spent 6 hours & 15 minutes on phone with Hertz over 2 days.
Business Response
Date: 08/23/2022
Business Response /* (1000, 9, 2022/08/09) */
BBB CASE#: XXXXXXXX
Hertz RR#: XXXXXXXXX

This correspondence is being sent in response to a query made by ***** *******. Thank you for allowing us the opportunity to review your concerns.

We apologize for any inconvenience caused during your rental. Our records show you contacted our Customer Service team on 07/06/22 at which time our representatives provided assistance in processing a credit of $455.45 off the final invoice. We are pleased to see they were able to provide assistance in processing this credit.

As a credit was provided, we find this matter as being fully addressed and resolved. Further credits are not warranted.
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.
I tried to rent a car from Hertz for 1 week. The first day I got the first car it did not want to start but finally struggled and turned over. I called the car rental place and they said oh no that's not acceptable, come on in and we will get you a new car. I got another car the next day and it was fine on the drive to our stay which was about 8 miles. I was driving to my next destination the next day and about 10 miles in the car stopped working and coolant was everywhere. I called Hertz roadside and told them they needed to pick up their car and I would like a full refund. After going back and forth with them about the details the customer service rep said they would fully refund my money and pay for a Lyft to the airport on my departure day. I felt ok with that but then a week and a half later they charged my card 555.01 and are refusing to refund my money.
Business Response
Date: 08/12/2022
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.

We sincerely apologize for any inconvenience or concern caused during your rental with Hertz when your vehicles experienced mechanical issues during your rental. All Hertz vehicles are to be properly cleaned, serviced, and in good mechanical condition before being released for rental. We always want to provide quality vehicles to our customers and certainly appreciate you letting us know of your experience. Your comments have been forwarded to the Area Manager for internal review and any corrective action deemed necessary.

After careful review of our records, including your Emergency Roadside Services (ERS) case file, we have determined a credit is warranted as a gesture of customer service. Therefore, we are providing the requested full refund of your rental charges in the amount of $555.01. Though processed today, please allow up to 5-7 business days for the credit to show on your billing statement.

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