Complaints

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

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  Hertz

  8501 Williams Rd Estero, FL 33928-3325

• 

  Hertz

  5405 Airport Service Rd Tampa, FL 33607-1419

• 

  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:07/20/2022

  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 June 16. I requested a pickup location close to the airport. We soon realized the location was 25 minutes from the airport and a $30 cab ride. We were given a TRUCK instead of a car. The truck only had 1/8 of a tank of gas. The receptionist wrote on our rental agreement that we could return the car at the same 1/8 of a tank. Because of the mistakes on their part, the manager CLYDE ALSTON, told us we could return the car at the airport at no charge. He said to trust him that he would take care of this. When we returned the car, we had to pay $15 THIS WAS NOT TAKEN CARE OF. Two weeks later, we received a letter from Hertz telling us they charged our credit card $183.95 for fuel!
  We filed a dispute with our credit card company, CHASE BANK. We supplied them with documentation of the rental agreement stating we could return the truck at 1/8 of a tank, plus numerous other paperwork. Ron, a supervisor, told me this was not enough proof, even though WE HAVE THIS IN WRITING!!!
  I am filing a complaint against HERTZ and CHASE bank.

  Business Response

  Date: 08/08/2022

  Business Response /* (1000, 5, 2022/07/22) */
  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 are issuing a credit in the amount of $183.95 is being processed to the account billed. We sincerely apologize for the billing error. The adjustment is being made at this time, but may not appear on the next monthly statement due to billing cut-off dates.
  Rest assured this will be addressed with appropriate management for their review and corrective action where deemed necessary.

• Initial Complaint

  Date:07/20/2022

  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 reserved a rental car through Southwest for a trip to Phoenix, Az. My rate was Unlimited Base Rate of 468.16. I was charged 494.17. I told the agent I would use my insurance. I was charged LD, Prem Road Service. AAO total 135.00, don't know what that is, also a Cust Facility Chg of 30.00 which I don't understand as no one has contacted me even having talked with supervisor Kaprice Williams at the rental counter on the return, Calling customer service with a promise a supervisor would call, still no return call. Interestingly enough no customer survey has been sent. I did get the prepay gas and was charged 125.81,
  We filled up the car and drove 120 miles to airport. This was a Ford Explorer or equivalent. We paid about 65.00 for complete fill up in Cornville, AZ. Robert, the counter person also made a big deal about how he was giving us a Premier car for free and we could pick anything we wanted, "even" a Lincoln, which of course was just a lie & a distraction. We went to get the car, only 1 in the lot was the Explorer. The man who helped us load the luggage laughed when we told him, said "think that must have been a joke". Rental Record# XXXXXXXXX, Phoenix Sky Harbor AP. rental time 7/13/22 at 3:13 pm. Rental return: 7/18/22 at 11:00am. I am asking for an adjustment on the rate and the ridiculous gas amount. A refund on the insurance charge. I am retired ins claims adjuster and am well aware of what I have on my policy. I know I did not request theirs. An explanation of the other charges. Something that should have been addressed by now.

  Business Response

  Date: 08/09/2022

  Business Response /* (1000, 9, 2022/08/08) */
  BBB Complaint #XXXXXXXX
  RR#XXXXXXXXX
  
  This is in response to ***** ********.
  
  I appreciate the opportunity to address your concerns. 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. I do not know actually what took place at the counter with all the additional services however, the services were accepted by you on your SRA (signed rental agreement). As a good will gesture I have issued a credit in the amount of $617.87 to go back on the card on file. Allow 7-14 business days to receive if not sooner. Please accept my sincere apology and rest assured that we are taking internal measures to prevent this from happening in the future. Thank you for contacting us.
  
  
  Consumer Response /* (2000, 11, 2022/08/09) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you.

• Initial Complaint

  Date:07/20/2022

  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 reserved a small-medium rental car and it was confirmed but then the rental car company said the car had a proplem and upgraded me but charged me for the upgrade I didn't want because of their mistake. on july 19 at Hertz paramus

  Business Response

  Date: 07/26/2022

  Business Response /* (1000, 5, 2022/07/23) */
  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 misunderstanding regarding the upgrade fee billed on your rental. According to our records, a group B (Compact Sedan) was confirmed on the reservation. At the time of rental a group Q5 (midsize SUV) was accepted for an additional charge of $25.00 per day. A copy of the signed rental agreement has been provided for your records.
  
  Though based on this records indicates the upgrade fee was accepted, based on your feedback we have issued a credit of the upgrade charge in the amount of $25.00. Though processed today, please allow up to 5-7 business days for the credited amount to show on your billing statement.
  
  
  Consumer Response /* (2000, 7, 2022/07/25) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:07/20/2022

  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.

  We are Gold Plus Reward members with Hertz. We went to pick up a reserved car from Hertz at SeaTac Airport 7/15/22. When we went inside to get the keys; we were told they needed a copy of driver's license and two credit cards, which they made a photo copy of, plus asked for a copy of our auto insurance policy; all of this information is on our membership profile. When we said that we did not have our auto insurance card; we were told that we either had to purchase their insurance or not get the car. We asked to speak with a supervisor; she made a phone call and said someone would be there shortly. They never showed up; our plane was late arriving, which made us late for our destination. We asked how much the insurance was, and we were told $89.99, we decided to take it so we could be on our way, and would resolve it later. It ended up being $89.99 per day (rental was for 3 days). We called Customer Service on 7/20/22 to request a refund, we were told they would only give us a voucher for a future rental and rewards points. This is unacceptable! We are very concerned about fraudulent use of our credit cards they copied and the fraudulent way they got us to sign for the additional charge on our credit card for insurance that we already have. All this information is on our Hertz account. Our only compensation we are requesting is a refund for the insurance charges of $269.97. This was between 5-6:00 on a Friday night; passed the time we could contact our insurance company for assistance.

  Business Response

  Date: 08/08/2022

  Business Response /* (1000, 5, 2022/07/23) */
  BBB CASE#: XXXXXXXX
  Hertz RR#: XXXXXXXXX
  
  This correspondence is being sent in response to **** ********. Thank you for allowing us the opportunity to review your concerns.
  
  We sincerely apologize for any misunderstanding regarding the charges billed for the Loss Damage Waiver (LDW). We are concerned by your comments of being forced to accept the LDW at the time of your rental. Please be assured this is not typical of Hertz service and we will use your comments to improve our service going forward.
  
  Based on your correspondence, we have decided to issue a refund for the LDW charges. A credit of $368.86 has been issued to the account billed. The adjustment is being made at this time, but may not appear on the next monthly statement due to billing cut-off dates. We are sorry this situation occurred and we appreciate the opportunity to take corrective action on your behalf.

• Initial Complaint

  Date:07/20/2022

  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 reserved and paid for a car rental ahead of time on 6/22/22 to be used on 6/28/22. Upon my arrival at Hertz at LAX on 6/28/22 they did not have the vehicle I reserved and offered to upgrade me for $60 to another car (which, by the way, they failed to uphold their end of the rental agreement so I should not have had to pay additional charges at all... but that's a separate issue). I agreed to the $60 difference and then paid $198.18 at the counter and was told I'd be refunded the $136.18 I'd already paid for the original reservation.
  
  As I was reviewing my credit card bill I noticed that I never received a refund and instead was charged for both the $136.18 AND the $198.18. When I called they said, yes, you were charged $334.36 for one day. They would not refund me and that a supervisor was unavailable to assist. I insisted on speaking to a supervisor and was told one would call me back shortly when one became available. That was on 7/19/22. On 7/20/22 no one has called me back yet.
  
  I called this morning (7/20/22) and at first they asked how they could help me. Once I asked for a supervisor they put me on hold and came back a minute later and said, "Call back in an hour, our systems are rebooting".
  
  I simply want the original amount I paid of $136.18 refunded to me like it was supposed to be even though they were not able to fulfill their end of the agreement originally by not having the vehicle available that I had reserved.
  
  In addition, I would like to see changes made at Hertz so that these deceptive practices are not used on other victims. Their customer service departments need to be retrained to assist customers as well.
  

  Business Response

  Date: 08/08/2022

  Business Response /* (1000, 5, 2022/07/23) */
  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 misunderstanding regarding the additional charges billed for the Vehicle Upgrade, Loss Damage Waiver (LDW), Liability Insurance Supplement (LIS), Personal Accident Insurance (PAIPEC), Premium Roadside Services (PERS) and 2 child seats on your recent rental. Our records show that these services were accepted and signed for at the time of rental. As such, the benefits of these services were extended for the duration of your rental. As these charges were outlined on the rental contract, which was signed, they are considered valid and a refund not warranted. Please find a copy of your Signed Rental Agreement (SRA) attached.
  
  As you have indicated the reserved class was not available at the time of rental, we have processed a refund of the Vehicle Upgrade fee in the amount of $65.00. Though processed today, please allow up to 5-7 business days for the refunded amount to be reflected on your billing statement. This timeline is not determined by Hertz, but by your financial institution.

• Initial Complaint

  Date:07/19/2022

  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.

  Ticket #XXXXXXXXX XX days for $1919 or $21.80per day Correction 3/24/22
  Question for you is
  Why did you charge my new credit card ***** on 2/5/22 for $736.76 and then on 2/17/22 charge my OLD card ending in **** for $522.39 with a rental record # that was not issued to me! which was cancelled due to hacking
  Rented car from 1/7 to 3/17/22.total 69 days times $22.70 total charge for 69 days equals $1504
  I paid on 2/5/22 $736 and on 3/17/22
  $875 total paid $1611 both charged to my new credit card ending in ****
  My original credit card at the start of my rental was hacked on around 1/27so I cancelled that card and was issued another ending in **** which I gave to Hertz as soon as I got it
  
  On 2/5 they properly charged my new card ending in ****
  Then on 2/17/22 they made a gross error and charged my OLD card ending in ****
  When they had the new one on file
  That is when they called the Hertz police
  Because someone at Hertz thought i was delinquent
  And made me turn in the original car
  Rather than me owing you $522 you Owe
  Me $107.00
  All because if a stupid error by Hertz
  Causing me a lot of grief and time
  This should clear this up
  ***** **********
  PS
  I kept the same car for all 69 days

  Business Response

  Date: 07/22/2022

  Business Response /* (1000, 6, 2022/07/22) */
  BBB CASE#: XXXXXXXX
  Hertz RR#: XXXXXXXXX & 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 regarding the charge card used on your recent rentals with Hertz. We have confirmed that our Customer Service team has provided assistance and advised of our form of payment procedures. When booking a reservation, if a Gold Plus Rewards member would like to change the form of payment they will need to change this information in their profile. Our records confirm both rentals under contracts XXXXXXXXX & XXXXXXXXX were billed to the charge card used on the reservation at the time of booking. We are pleased to see that our Customer Service team was able to provide assistance previously.
  
  
  Consumer Response /* (3000, 8, 2022/07/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I did submit my new credit card to Hertz and they in fact charged my card but later charged my old hacked credit card by error
  Please check the dates that Hertz charges were made and to what card
  This is key
  So far they will not fess up to that fact
  Getting old and disgusting for a company that sizes
  ***** **********
  
  Business Response /* (4000, 22, 2022/08/09) */
  
  BBB CASE#: XXXXXXXX
  Hertz RR#: XXXXXXXXX & XXXXXXXXX
  
  This correspondence is being sent in response to ***** ***********
  
  As your rental was party of a specialty contract with our Multi-Month team, we reached out to their offices for further assistance. They have provided further information regarding your rental. They have advised that during your rental, two provided charge cards incurred issues when attempting to authorize your monthly payment. As such, and in accordance with our Terms & Conditions, your rental privileges were suspended due to this billing issue.
  
  Though your privileges were suspended, your license number was changed and a rental was obtained under RR# XXXXXXXXX. They have advised that you requested a lower rate on this rental, which was not possible or warranted and our Multi-Month team confirmed that the rate applied during your reservation would be the rate billed. They also referred you to the location management as this contract was not a multi-month contract and therefore their offices could not provide assistance with.
  
  They have confirmed that of your Multi-Month rental contracts, there was a dispute initiated with your financial institution and a chargeback processed. As the charge are valid, this is now an outstanding balance which must be settled in full in order to reinstated your rental privileges.
  
  
  Consumer Response /* (4200, 24, 2022/08/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  As I mentioned the only reason I had two credit card was because the first one was hacked and I replaced it immediately with a new one
  Hertz charged my new card then month later erroneously charged my old card
  Come on Hertz get a life
  And do the right thing
  Seems like Hertz has internal problems which is causing them a lot of damage

• Initial Complaint

  Date:07/19/2022

  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 have received a notice several weeks after renting a car that damages were reported. This is clearly a false claim by Hertz. There were no damages to this vehicle, as apparent from when the vehicle was returned. The parties involved at Hertz are Carmen ********* (****************@hertz.com) and Armando ******** (*********@hertz.com).

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/07/28) */
  BBB CASE#: XXXXXXXX
  Hertz RR#: Unknown
  
  This correspondence is being sent in response to a query made by **** ******. Thank you for allowing us the opportunity to review your concerns.
  
  Unfortunately, there were no specific details included in your query and we are unable to locate your rental by name alone. We would like to make a meaningful investigation into this matter but will need more information to do so. Please provide us with your 9-digit Hertz Rental Record number or your 11-digit Hertz reservation ID number (begins with H or J). Once received, we will be able to further review your concerns.
  
  
  Consumer Response /* (3000, 7, 2022/08/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hertz Rental Record Agreement XXXXXXXXX
  
  
  Business Response /* (4000, 12, 2022/08/27) */
  
  BBB CASE#: XXXXXXXX
  Hertz RR#: XXXXXXXXX
  
  This correspondence is being sent in response to **** ******.
  
  Thank you for confirming this information for us. As your inquiry pertains to a damage claim, we reached out to our Claims Management team for their further assistance. We have received confirmation from their offices that the claim filed on your rental has been closed. With this in mind, you will not be held responsible for the damages to the vehicle. Rest assured, this is being thoroughly addressed with our Area Manager in Miami for their review and corrective action where deemed necessary.

• Initial Complaint

  Date:07/19/2022

  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 on May 20, 2022 in Moline, IL and returned it on May 21, 2022 to Charleston, SC. When I dropped off the car I took a picture of the mileage. There was no attendant. I did not receive a receipt so I called on the following Monday and was told to contact corporate because they were a franchisee. I went online and got a receipt which indicated I returned the car to Ft. Lauderdale, FL on May 22, 2022 and was charged $630. Much more than quoted when I rented the car and 580 miles more than I drove. I then called corporate, Charleston, Moline, Ft. Lauderdale and back to corporate. Corporate told me it would be resolved in 7-10 business days. Nothing happened. I called on 6-10-22 and was told it would be expedited and resolved in 7-10 business days. I received an email later that day confirming that I would receive a credit of $418.17 within 7-10 business days. Nothing happened. I have called several times and each time they say the same thing - contact your bank. I have contacted my bank and they tell me the same thing - we have no record of a credit, contact Hertz. I don't know what to do next. My bank says I need a credit slip to dispute the charge but all I have is the email from the Hertz customer service telling me they issued the credit.

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 17, 2022/08/23) */
  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 the refunded amount. We show the credit was input into our billing systems on 06/10/22. However, due to a chargeback received from your bank on 05/30/22 for $42.67, this credit did not process through.
  
  In order to process the adjustment of $418.17, we must manually credit the amount to your charge card as the adjustment can no longer be made on the billing invoice due to the dispute received from your bank. At this time, we are processing the credit manually and it will show on your billing statement within 7-10 business days. Thank you for allowing us to provide assistance.

• Initial Complaint

  Date:07/19/2022

  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.

  Rented a commercial van (Itinerary #XXXXXXXXXXXXXX Confirmation ***********) via Travelosity for 4 days for a total of $156.40. The next morning I get a call from Hertz claiming the van is not available yet they're "working diligently to ensure I'll have it by the afternoon". Arrive in the afternoon and I'm told there is no van so I'll be forced to rent a car. Wasn't offered the same rate. Wasn't offered a discount. No, I was gouged for an astounding $567.97 for a mere three days to rent a smelly, dirty 2018 Durango which retailed for under $30,000 when it was brand new! I had to take the car at that point as I was desperate. We were at the airport the night before and could have easily rented a nicer car for 50 dollars a day but we wanted to get the commercial van because we had some large furniture we wanted to move to our other home. Apparently they weren't working so diligently to ensure i get my rental because when we returned the car on Saturday (and yes we had to drive to a different city to return the car since this Sanford location isn't open on Saturdays) we saw numerous cargo vans in the parking lot. The guy who took the car from us confirmed they had them available during the week and i should have rented there instead. What a scam! Classic bait-and-switch tactics. From the outset I got more of a vibe I was dealing with a shady hole-in-the-wall little business rather than a national brand with decades of experiences. After a little research and given the myriad of issues that have recently befallen this company - I'm not surprised how I was treated. Likely the worst experience I've ever had with a large established company. Trust me, It was a nightmare. I will be filing a complaint with the office of the attorney general as well regarding their tactics. Ashley Moody and her staff have helped me in the past & I'm sure they'll be on top of this calamity as well. I expect a FULL REFUND and apology for this debacle. Rental Record# XXXXXXXXX

  Business Response

  Date: 08/24/2022

  Business Response /* (1000, 9, 2022/08/08) */
  BBB Complaint #XXXXXXXX
  RR#XXXXXXXXX
  
  This is in response to ***** *******.
  
  We regret you believe the rates charged/charges are excessive or unfair. Hertz provides competitive rates based on where and when you rent, the type of vehicle, and whether you receive a discount or special rate through your affiliations and organizations. Your original booking KXXXXXXXXE7 was for a L4 which is a 7 passenger vehicle and you received the 7 passenger. If you have another reservation booking that shows a different rate and vehicle type then send it over to us in a PDF and we would be happy to review and determine if a adjustment needs to be made. By (signing/accepting) the rental record, you indicate your agreement of its Terms and Conditions. A copy of the signed rental agreement has been provided for your records. I apologize for the condition of the rental you received; this is concerning to us as well due to the high standards of cleanliness we stand by as a brand. 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. I have issued a refund in the amount of $81.00 as a good will gesture. Allow 7-10 business days to receive if not sooner. Your comments have been forwarded to the Area Manager for internal review and any corrective action deemed necessary. Thank you for contacting us.
  
  
  Consumer Response /* (3000, 11, 2022/08/11) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  There are multiple 1 star reviews on Yelp for this location (out of a mere 11) citing issues with renting a cargo van. There is no way the small Durango we received could have been used to transport anything. Certain it's a bait-and-switch tactic & I'm filing a complaint with the State Attorneys office. We're not settling for a penny less than a full refund.

• Initial Complaint

  Date:07/19/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Incident: June 27, 2022
  
  I made a reservation for a full-size vehicle a few days prior to June 27th through AAA. I arrived at my scheduled pick up time at 2:00 pm. I was told they didn't have a vehicle. As I complained, the agent stated they had one at the airport. I told her since I was on my lunch hour, I couldn't wait but I'd be back before they closed. When I called back almost 3 hours later, the person who answered the phone hung up as soon as I stated my name and the reason I was calling. I then had my friend bring me back up to Hertz, only to be told they still didn't have a vehicle for me. I asked why didn't I receive at phone call, text or email so I wouldn't have wasted my time and friend's gas going back up there. The agent told me they had 24 hours to provide me with a vehicle. I've never heard of that policy and it doesn't make sense. When people reserve a vehicle, they need it the day they've requested, not the next day. The agent then told me they had a vehicle, however, it would be an upgrade for me and I'd have to pay for it. I told her I shouldn't have to pay for it since it's their fault that my type of vehicle is unavailable. She told me they're reliant on customers returning vehicles on time, so if they have no available vehicles, it's not their fault. Because I absolutely needed a vehicle to go to work, I had to rush over to Enterprise car rental to rent a vehicle. Because I was a walk-in, instead of having to pay $70/day like with Hertz, I ended up paying $120/day. Since Hertz put me in a bind with having to scramble to obtain another vehicle, I want to be reimbursed the difference for the 3 days I rented a vehicle. Had Hertz informed me that they didn't have a vehicle, I would have made other arrangements with Enterprise early on instead of at the last minute being a walk-in customer with no reservation. Hertz's incompetence caused me undue stress and anxiety, therefore, I'm requesting $150 reimbursement.
  

  Business Response

  Date: 08/12/2022

  Business Response /* (1000, 5, 2022/07/22) */
  BBB CASE#: XXXXXXXX
  Hertz Res#: KXXXXXXXXXX
  
  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 Shreveport location was unable to secure your recent reservation with a vehicle, on behalf of Hertz we would like to apologize for any inconvenience this may have caused to you and your travel plans. The travel industry at large is experiencing high demand in travel while facing shortages in vehicle availability from the manufacturers. We remain committed to provide more fleet availability.
  
  In order to consider reimbursement of the difference in cost, please submit a copy of your final invoice from Enterprise showing full itemization of the charges billed plus the charges processed to the card provided. The documentation provided from Enterprise is unable to be reviewed as it is illegible.
  
  
  Consumer Response /* (3000, 7, 2022/07/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Per Hertz's request, I'm attaching a copy of my final Enterprise Invoice which includes the method of payment.
  
  
  Business Response /* (4000, 11, 2022/08/08) */
  BBB Complaint #XXXXXXXX
  Hertz Res#KXXXXXXXXXX
  
  This is in response to ***** *********.
  
  Thank you for reaching back out with a copy of the receipt. Based on my review and Hertz's dedication to customers, I have determined it is appropriate to refund $150.00. Due to the fact that we do not have full access to the credit card you will need to call our Executive Customer Service Team at 888.225.6610 Mo-Fr 7-7 CST. and provide case #XXXXXXXX so that we can process the refund. Please accept my sincere apology and rest assured that we are taking internal measures to prevent this from happening in the future. Thank you for contacting us.
  
  
  Consumer Response /* (2000, 13, 2022/08/10) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept their proposed resolution and have called the Executive Customer Service Team to have my refund processed. Thanks so much!