Complaints

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

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• 

  Hertz

  8501 Williams Rd Estero, FL 33928-3325

• 

  Hertz

  PO Box 31166 Tampa, FL 33631-3166

• 

  Hertz

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

• 

  Hertz

  114 International Way Huntsville, AL 35824-0000

• 

  Hertz

  315 Malalpine Cresent Fort McMurray, AB T9H 4Y4

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:07/19/2022

  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 went to rent a car for 2 days with an additional four hour grace period from my credit card company. I gave the company my platinum Amex. They charged the wrong card and made an unauthorized transaction. They didn't charge the card I gave the associate. They charged me for 3 full days even though I was within the four hour grace period granted by my credit card company. I called them to fix it and they were rude and hung up me and said the charges were valid. Please investigate this company's billing practices and determine why they charge extra days on transactions. This is deceptive. They never gave me an updated receipt to see thier charges.
  

  Business Response

  Date: 08/19/2022

  Business Response /* (1000, 5, 2022/07/22) */
  BBB CASE#: XXXXXXXX
  Hertz RR#: XXXXXXXXX
  
  This correspondence is being sent in response to ****** ******.
  
  Our records show you were billed for 2 rental days for a total of $187.71 for your rental which took place from 07/13/22 - 07/15/22. Attached is your final invoice for review.
  
  However, we show there is a second rental contract under RR# XXXXXXXXX for the same dates in Fort Lauderdale. Please confirm if these two rental contracts are valid for your rental period of 07/13/22 - 07/15/22.
  
  
  Consumer Response /* (3000, 7, 2022/07/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  My credit card shows three different charges. Hertz initially charged me for 3 days on my Delta Reserve card for $313. I called on July 16 to inform them that was not the correct card that I handed to the associate and they were not authorized to charge it for this transaction. They said that was the card on file so they decided to charge that one. They cancelled the transaction and then charged the $313 to my Platinum Amex.
  
  Then after I complained, they charged my Platinum Amex the $187 they attached to this complaint. They only changed the fee after the complaint. I was never given a receipt when I returned the card. The amount I expected to be charged was $207 which was the estimate I was given when I took the car. (See attached)
  
  This whole situation shows they have no controls over which card they charge and what the correct charge should be. They make an extra effort to overcharge the customer and do not give a receipt the day of return.
  
  Their practices are illegal and deceptive. These people should be charged with fraud. I have attached all my receipts to show their scheme and they should not be allowed to operate. They are only attempting to make this right AFTER I complained to the State Attorney General, the FTC, and the Better Business Bureau. If you treated your customers fairly, you could've saved your company the embarrassment and the pending investigation.
  
  
  Business Response /* (4000, 9, 2022/07/27) */
  BBB CASE#: XXXXXXXX
  Hertz RR#: XXXXXXXXX
  
  This correspondence is being sent in response to ****** ******.
  
  Our records show Ms. ****** has been assisted through a complaint filed with the Florida Attorney General, our response provided to their offices on 07/26/22. A copy of the response provided is below.
  
  We have reviewed Ms. ******'s concerns regarding the additional day billed. Ms. ******'s rental under record #XXXXXXXXX was billed for 3 rental days based on the pick-up time of 10:47h on 07/13/22 and the return time of 14:55h on 07/15/22. The initial card Ms. ****** provided was an American Express card ending in xx-3009 which is the card Ms. ****** booked her reservation with under confirmation KXXXXXXXXB9. After the vehicle was returned, we show Ms. ****** spoke with our Customer Service team on 07/17/22 to process a transfer of the charges from the card ending in xx-3009 to her American Express card ending in xx-1007. This process was completed.
  
  At this time, we are processing a credit of the third rental day to Ms. ******'s charge card ending in xx-1007 which is the card in which the final charges were transferred to on 07/17/22 per her request. Though the credit was processed today, please allow up to 5-7 business days for the credit to show on Ms. ******'s charge card.
  
  Thank you for allowing us the opportunity to review Ms. ******'s concerns and provide a response.
  
  With the above in mind, we consider this matter as being fully addressed and closed.
  
  
  Consumer Response /* (4200, 11, 2022/07/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  If Hertz representatives claim they only billed the correct card, then why do I have an additional charge on the Delta reserve card ending in xx-3009 for tolls? See attached.
  
  Additionally, there are TWO charges for TWO separate rentals now on my Amex platinum xx-1007 for $313 and $187. Why do I have TWO charges for one rental?
  
  
  Business Response /* (4000, 13, 2022/07/29) */
  BBB CASE#: XXXXXXXX
  Hertz RR#: XXXXXXXXX & XXXXXXXXX
  
  This correspondence is being sent in response to ****** ******.
  
  Please find attached your invoice for RR# XXXXXXXXX which shows a total charge of $187.71. Previously, we advised in our response that there was a second rental contract under RR# XXXXXXXXX which was billed for $313.19. The second rental, an adjustment was made in the amount of $88.83. We previously asked if these were both valid rentals as customers will sometimes have more than one open contract. However, we did not receive a response regarding the second rental.
  
  We have reviewed this matter further and have found that RR# XXXXXXXXX is a duplicated contract and therefore we have fully refunded the amount of $187.71 to the charge card billed. Please allow up to 5-7 business days for the amount to show on your billing statement.
  
  We have also confirmed that toll charges were incurred on your valid rental contract under RR# XXXXXXXXX. We have attached a copy of the toll invoice from our partners at Platepass ****
  
  
  Consumer Response /* (4200, 15, 2022/07/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Once again, you billed a card that I never authorized for this transaction for tolls. Why did you do that when you never received authorization?
  
  
  Business Response /* (4000, 17, 2022/08/04) */
  BBB CASE#: XXXXXXXX
  Hertz RR#: XXXXXXXXX
  
  This correspondence is being sent in response to ****** ******.
  
  As outlined in our Terms & Conditions, toll charges will be processed to the charge card used on the rental. The card ending in xx-3009 was utilized on your reservation under confirmation KXXXXXXXXB9 which is the reservation applied to RR# XXXXXXXXX. When booking your reservation, if the charge card on the reservation is not the desired form of payment it will need to be updated. We show on 07/17/22 you contacted our Customer Service team to have the charges transferred to your card ending in xx-1007.
  
  Toll charges are processed and billed through our Toll Processing partners, Platepass LLC. If you need assistance with transferring any toll charges incurred, please contact them directly at (XXX) XXX-XXXX.
  
  With the above in mind, we consider this matter as being fully addressed and our response final. Further attempts to revisit this matter will go without response.
  
  
  Consumer Response /* (4200, 19, 2022/08/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I gave the associate my platinum card at the time of rental. This card ends in 1007. You are wrong once again.
  
  
  Business Response /* (4000, 21, 2022/08/08) */
  BBB Complaint #XXXXXXXX
  RR# XXXXXXXXX
  
  This is in response to ****** ******.
  
  Thank you for reaching out regarding your recent rental. The card ending in xx-3009 was utilized on your reservation under confirmation KXXXXXXXXB9 which is the reservation applied to RR# XXXXXXXXX. Because of this then that card was used for this confirmation. The second rental that was also booked KXXXXXXXXB7 did have the XX-1007 but this was refunded as you only used one car. Toll charges are processed and billed through our Toll Processing partners, Platepass LLC. If you need assistance with transferring any toll charges incurred, please contact them directly at (XXX) XXX-XXXX. With the above in mind, we consider this matter as being fully addressed and our response final. Further attempts to revisit this matter will go without response. Thank you for contacting us.

• Initial Complaint

  Date:07/19/2022

  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.

  See attached letter.
  On *** 16, 2022, I rented a vehicle in class B at the Rochester, NY airport location. I have been renting at the same location, in the same class car (Class B) since October 2021, as I wait for my new car lease to arrive. Each time I start a new rental, I am upgraded to a 3-row passenger SUV with my platinum status when they have them in stock. When they do not have a 3-row passenger SUV at the location, they will call me to swap out a midsize SUV when one arrives. Even though the quality of Hertz vehicles has gone down since the start of covid (dirty, smell, rarely cleaned, poorly maintained, shaky steering wheels, etc.) and many of the platinum benefits have gone away at airports (curbside pickup, etc.) I have maintained my loyalty with Hertz and refused to switch to Enterprise despite their constant bids in an attempt to win my company’s business. This latest hassle, issues with the Rochester dealerships and guarantees that the Hertz Platinum desk has provided is not set to cost me hundreds of dollars and proves how little Hertz values my company’s business.
  
  On May 16, 2022, I went to the Rochester, NY rental location. As usual the desk gave me several options of 7 passenger SUV’s that they had in stock, including a QX80 they had waiting and assigned to me. In fact, before I arrived, Rachel the manager and Nick, a supervisor, emailed me to ask what car I would like that would accommodate my 3 car seats and I was given a choice of a new GMC Yukon or an Infiniti QX80. By now, I know all of the employees at the Rochester airport well, and they all know my requirements and that I have 3 car seats that have to be installed and reinstalled. My rental record number for the pick-up in May is XXXXXXXXX. In May, I specifically asked for a vehicle that was not due for service so I could keep it without reinstalling car seats if my lease still had not arrived by July when this rental was up. I was told the navy blue QX80 was not due for service for 12,000 miles and that I would be able to keep it at the same rate I was currently booked ($620 + tax per month) if I needed to in July. I was specifically given a vehicle that did not need service for 12,000 miles so that I could extend it and not have to continue to pay for car seats to be installed and uninstalled by switching vehicles. At that time, the Hertz desk guaranteed me that if Booked in a B class I would be able to keep the Infiniti QX80. No one, including Rachael, at that time said anything different. Had they, I would have just booked a longer rental throughout the end of the year. At that time, I told them it was highly unlikely my lease would arrive until September and reconfirmed that I would stay in the same vehicle at the same price, which I already had booked. As a result of their verbal agreement, I paid $100 per car seat to have them installed properly.
  
  On Monday, July 11 my May rental was over and as anticipated I needed to extend. I had an emergency appendectomy on Monday, July 11 and called Hertz Platinum to extend by one day so that I could go over to the airport after I was released from the hospital to just start my new rental and switch credit cards on my current rental (XXXXXXXXX). I had a new reservation booked and when I got to the Rochester, NY location to end my current rental (XXXXXXXXX), there was a new QX80 waiting for me. I told the desk that I was fine keeping my current vehicle and didn’t need the even newer QX80 since my car seats were installed. The front desk was all set to begin my new B class rental and keep me in the existing QX80 until they read a note from Rachael Foote the manager on the new rental stating “do not provide customer with same vehicle or any 7 passenger SUV. Refuse any upgrades, unless booking in T class,” which at that time was $3500 per month. In fact, she had a bill sitting there for $3,000 a month and tried to sneak it by me. Rachael said she would only put me in a small SUV knowing perfectly well I had paid to have my 3 car seats installed in the current vehicle and that the 3 car seats wouldn’t fit in a small SUV. I also told the front desk I was unable to uninstall and lift the car seats because I cannot lift more than 3 pounds post-surgery. They were of no help whatsoever. The woman at the desk kindly extended the rental until Friday, July 15 and told me to call the Hertz Platinum desk.
  
  On Friday, July 15 I called Hertz Platinum and spoke to the Supervisor Rick for 45 minutes. He assured me that I absolutely could be upgraded from the B level rental to the 7 passenger *** and said he would send a note over to Rachael Foote at the Rochester, NY airport advising her that I was to be kept in the same vehicle at the current rate of $620 + tax through January. I told Rick numerous times that Rachael kept refusing to do this for me. Rick assured me dozens of times that he would tell Rachael she either had to extend my current rental or start me a new rental and give me a new, 7 passenger SUV that I could keep through the end of the year (when my lease is expected to arrive). Rick even started a new rental for me (KXXXXXXXXXX). He said he would send an email to Rachael informing her of this and GUARANTEED multiple times that I would be kept in this car or a 7 passenger. Rick made an oral contract with me, and I relied on this information going forward. I headed back to the airport the following day, and once again, Rachael refused to allow me to keep the car even though she knew I was not physically capable of uninstalling the car seat. My husband had gone out of town after Rick’s assurance that we would not need to change cars, and no one was able to help me uninstall them. Rachael just continued to send me emails telling me she wouldn’t keep me in the same vehicle unless I paid the $3,000 + per month. Rick told me he would call me back and once again reiterate to Rachael that she MUST keep me in the same SUV at the B rate. I never heard back from Rick. He sent the emails to Rachael and Rachael just continued to respond back that she would not extend it.
  
  On Sunday, July 17 I followed up with Hertz Platinum and spoke with Shirley (ID# 2734). Shirley confirmed everything that Rick said and once again said she would send an email to Rachael to make sure I could go to the airport this morning without issue. Yesterday morning I received another email from Rachael refusing to keep me in the same SUV or put me in a 7 passenger. For the last 4 days I have spent hours going back and forth between Rachael and Hertz Platinum.
  
  On Monday, July 18 I spent 2 hours on the phone with another supervisor. He went back and re-listened to the phone calls with Rick and Shirley and confirmed that they did guarantee me a 7-passenger car booked in the B rate. When Shirley and Rick did this, a verbal contract was made, which I relied upon, and Hertz needs to uphold this. I am not paying someone another $100 per car seat to uninstall then reinstall for zero reason when I was guaranteed the same car or another 7 passenger SUV until the end of the year. My 3 car-seats will NOT fit in a small SUV and Rachael knows this. Hertz either needs to 1) extend my current rental (XXXXXXXXX) for the next 6 months at the B rate of $620 per month + tax and keep me in the my current vehicle; or 2) start a new rental for the next 6 months at the B rate of $620 per month + tax and keep me in the my current vehicle; or 3) start a new rental for the next 6 months at the B rate of $620 per month + tax and put me in another 7 passenger SUV. If Hertz elects #3, I will then pay to have the car seats uninstalled and reinstalled again. If Rachael refuses to provide me the 7 passenger SUV at the current, B rate, then Hertz Platinum can pay Rachael the difference. The fact that a Hertz location manager can just refuse to give out a vehicle when Platinum tells her to is asinine. The fact that Hertz Platinum guaranteed me a vehicle that Rachael claims they had no authority to, is even more infuriating. I fully expect to hear from a senior supervisor with US Hertz Platinum. Otherwise, I will be returning my current car, the 2-month car rental I just picked up from NYC last week, cancelling all future rentals and switching to Enterprise immediately.
  
  This has been a total nightmare and I have spent dozens of hours dealing with this, while recovering from major surgery. I expect a call immediately and for Hertz to listen to the audio recordings with Rick and Shirley and uphold the promises I was guaranteed. If this is how you “value” Hertz platinum customers, I won’t be a customer any longer.
  
  **** ** ***********
  Hertz Platinum #XXXXXXXX
  Phone: XXX-XXX-XXXX

  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 frustration caused; our records show you reserved a Class B vehicle and were provided a Class T vehicle at the tie of rental. This is outside of our standard complimentary upgrade provided to our Platinum customers as we provided a 2 car class upgrade. With this in mind, the Class B rate applied to your rental could not continue to be honored for the Class T vehicle. Our management team advised that the vehicle would need to be returned and a new contract opened for a Class T vehicle.
  
  With this in mind, we find the branch acted in accordance with our policies and procedures. If the Class T vehicle was required, the correct rate would need to be applied as the Class B rate is not applicable.

• Initial Complaint

  Date:07/18/2022

  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.

  My name is ******* **** i am the renter and RR is *********. I apologize for the delay in response, we are currently experiencing a high volume of messages and respond in the order they are received in. What issues are you having with your rental? So hertz kept bouncing me around and said at last minute that they will not be honor my car. And they said they sent my reservation to airport and i'll be able to pick car from there.. so i went there and their they denied honoring the reservation. So i had to make a new reservation and for same car they charged me $60+ extra.. also Minivan and Full size SUV cost the same for Gold customer but they didn't gave me minivan and kept asking for $76/day extra. Also the car had issue with cleaning, the drive was wobbly and the Sun roof cover was not closing making us to sit in hot sun 100 degrees . So would like the refund as the car was very poor and the after sales service is just terrible as no one is listening
  

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/07/21) */
  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 frustration caused by the rate applied to your rental. Our records show you booked reservation *********** for pick-up at the Memphis Airport location on 06/17/22 - 06/22/22 at a rate of $65.00/per day. This rate is a contract rate provided through a contractual agreement between Hertz and HCL.
  
  We have confirmed this rate was honored on your final invoice. Attached please find your Signed Rental Agreement and your Final Invoice showing these charges.
  
  We show you contacted our Customer Service team regarding the rate billed on your rental, at this time they provided you with a $75.00 Certificate as a gesture of concern for the condition of the vehicle provided. This certificate was accepted after a $50.00 certificate was declined.
  
  With the above information in mind, we respectfully decline your request for a billing adjustment. 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.)
  There are three concerns but it seems you clubbed everything into one and only 1 out of 3 is taken care
  
  1) Reservation moved from Memphis to Memphis Airport - I was charged around $75 extra and that is taken care with certificate. Although that is useless and you can cancel that and refund $75
  
  2) I was denied Minivan for the same price and i was asked $65/day extra and that is unethical and i have shared the negotiated prices for Minivan and also for 7 passenger SUV and it is exactly the same so because of unethical behavior we all had to travel inconveniently specially with kids and senior citizens being the majority of the travelers
  
  3) The car being unclean, faulty and risky to drive is also very critical when it comes to Gold and Corporate business travelers
  
  So please validate these facts individually and help me arrive at a solution. Getting certificate doesn't help and i am happy to surrender so please process the refund directly to my car as i don't trust the quality of service.
  
  
  Business Response /* (4000, 9, 2022/08/08) */
  BBB Complaint #********
  RR#*********
  
  This is in response to ******* ****.
  
  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. Based on my review and Hertz's dedication to customers, I have determined it is appropriate to refund $75. Allow 7-10 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.
  
  
  Consumer Response /* (4200, 11, 2022/08/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Team,
  
  The whole trip was inconvenient due to your team not adjusting so we need to be uncomfortable because of that. Whole trip would have been great if your team would not have come up with the $75/Day clause. I just showed you the evidence that the rates are same and even your statement "This rate is a contract rate provided through a contractual agreement between Hertz and HCL." was also invalid and you were just trying to shutdown the case. So please refund the whole amount as lying to customer is totally wrong which first your rep at the location did and even your statement was wrong unless i provided the evidence.
  
  
  Business Response /* (4000, 13, 2022/08/24) */
  BBB Case#: ********
  Hertz RR#: *********
  
  This is in response to ******* ****.
  
  While we understand our previous response was not the desired outcome, we must advise that our decision and response remain unchanged. Further credits are not warranted nor will they be processed. We hope you will respect our position on this matter as we consider it having been fully addressed and this matter closed. Further requests to revisit this matter will not be considered.

• Initial Complaint

  Date:07/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had over 2,000 Hertz points that disappeared. My last rental was in March 2021. I was unable to use the rental at the last minute due to a family emergency. I reached out to Hertz and they did not credit me the points back. That confirmation was JXXXXXXXXE8. I was attempting to make another rental and logged into my account, and all the points are gone. When I reached out to Hertz, they are claiming they have no record of any points and can't find them on my account.
  
  
  My Hertz number is XXXXXXXX

  Business Response

  Date: 07/21/2022

  Business Response /* (1000, 5, 2022/07/21) */
  BBB CASE#: XXXXXXXX
  
  This correspondence is being sent in response to a query made by ***** *********. Thank you for allowing us the opportunity to review your concerns.
  
  I apologize for any misunderstanding regarding our Gold Rewards expiration policy. As stated in the Gold Rewards Terms & Conditions, if a customer's account is inactive for more than 18 months, the points balance will expire, and the account will go inactive until a rental takes place. As such, our records show your last rental took place on 07/07/22 and therefore your points balance expired on 01/07/22 and your account went inactive. Unfortunately, the point cannot be reinstated once they have expired.
  
  However, as a gesture of customer service, we reinstate the expired points balance after a qualifying rental has been completed. Once a rental has been completed under your Gold Rewards Account, please notify us of the Rental Record number by sending this information to ************************@hertz.com. Once received, we will reinstated the expired balance.
  
  Consumer Response /* (3000, 11, 2022/08/23) */
  The team responded and said the last rental took place in July 2022. I had made a rental in March 2021 with Hertz using my points, so there should be no reason why they expired. I would like the points reinstated.
  
  
  Business Response /* (4000, 13, 2022/08/25) */
  BBB CASE#: XXXXXXXX
  
  This is in response to ***** *********.
  
  I am sorry for the typo and for any misunderstanding this may have caused. Your last rental using you Hertz Loyalty number was on July 7th, 2020. Based on this there has been no rental activity using your loyalty number meaning no completed rentals for the last 25.6 months. Therefore, the expiration of your points is valid, and they cannot be reinstated.
  
  With the above in mind I must respectfully decline your request to have your points reinstated as it is not warranted.
  
  Thank you for contacting us.
  
  
  Consumer Response /* (4200, 15, 2022/08/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The last rental was a rental using points in March 2021, which was determined at the time by hertz to be a valid rental.
  
  Hertz has already advised earlier on this case the points would be reinstated conditionally so not sure why the flip flop now.
  
  
  Business Response /* (4000, 17, 2022/08/30) */
  
  BBB CASE#: XXXXXXXX
  
  This is in response to ***** *********.
  
  I am sorry if anyone provided you inaccurate information. In accordance with the Terms and Conditions of our Loyalty Program is a customer does not have any completed rentals for 18-month the customers points will expire. Due to an audit of your account the last rental using your loyalty number was on 07/07/2020 sense then there have been zero rentals utilizing your loyalty number. Therefore, we standby our decision as we are unable to reinstate your points.
  
  Thank you for contacting us.

• Initial Complaint

  Date:07/18/2022

  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 Thrifty on 7/13/2022. I told the person who registered me that I had never rented a vehicle before and specifically asked him if it was okay for me to leave my personal vehicle at the Thrifty terminal for the duration of my rental. I was informed I was allowed so I left my personal vehicle at the Thrifty terminal. Upon my return I discovered that my car was missing. I found out a tow order was made by Angela at Hertz at 4:45 PM on 7/14/2022. I spoke with the same person at the Thrifty desk that registered me on 7/13 and explained the situation. I was advised only THEN that for long-term parking of personal vehicles while rentals are being utilized I would have needed to leave the vehicle in the different parking lot that required a shuttle back to Thrifty. When I reminded him that I that asked him on 7/13, if it okay that I left my car at the terminal and that he said I could, he only meant I could leave it there to load the rental car. He then pointed out that the one small sign in the garage terminal for a Cal's Towing stating private vehicles are not allowed there for long term parking. I pointed out that this failure to communicate clearly that leaving my car in the Thrifty would lead to the impounding of my car, he said I needed to contact Brit Byers at Hertz to see if there is anything that could be done to rectify this. He offered an email at **********@hertzcmh.com; the email was not a valid. I reached out to Thrifty Customer Service and was offered a $50.00 rental certificate to be used at any participating Hertz facility valid until 12/31/2022. I advised Thrifty that I appreciate this gesture, but that it is inappropriate and not helpful to rectify this issue. I was advised there is nothing else they could offer me. I found out from the tow company that mine is the second car they have ordered a short time for the same issue. I would like a refund of my impound fee of $252.63 from Thrifty. Attached is my receipt for the tow. Thank you!

  Business Response

  Date: 08/12/2022

  Business Response /* (1000, 5, 2022/07/27) */
  BBB CASE#: XXXXXXXX
  Thrifty RR#: YXXXXXXXX
  
  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 or frustration caused. The Thrifty location in Columbus is an independently owned and operated licensee franchise. As such, your inquiry was forwarded to the licensee owner for their review and assistance. We have since received their response.
  
  They have advised that customers are permitted to temporarily park in the location garage during their rental transaction and are advised that their personal cars must be long-term parked at one of the airport parking lots. Attached are photos of the signage in the Thrifty parking garage stating only authorized cars may park in the garage.
  
  Any personal vehicle seen in the Thrifty parking spaces will receive a letter on the windshield under the wiper blade stating the vehicle will be towed by applicable date/time if not moved. This letter has been attached for your review.
  
  They apologize for any misunderstanding that may occurred; however, must respectfully decline your request for reimbursement of the towing charges incurred. They have offered a customer service certificate which will be valid at any location for one-year.

• Initial Complaint

  Date:07/18/2022

  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 left my keys in a rental car FL ****** in Shreveport, LA airport on Thursday7/14/22. I submitted a lost and found claim which was closed by the Shreveport location. The Tile tracking app reported that the keys are now located in Jackson, MS Airport. I made multiple calls to corporate office attempting to reach the Jackson airport office. Their phone number corporate, google, and Apple Maps provide merely rings with no IVR and disconnects after 20 rings. I called the airport cust svc, I called all the other rental agencies begging them to walk over to the hertz desk to no avail. This is a key set with a RAM and Jeep smart key which will cost 600$ to replace. Best guess is they are still in the glovebox and the car is at the Jackson airport until someone decides to rent FL QNJP33. Claim# XXXXXXXX and XXXXXXXX are still pending. My primary complaint is that the IVR is not working for this location and there is no way to contact the local office.

  Business Response

  Date: 08/08/2022

  Business Response /* (1000, 5, 2022/07/22) */
  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.

• Initial Complaint

  Date:07/18/2022

  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 car in cancun location with a credit card covered car insurance. Was forced to buy a local branch insurance or otherwise threatened to cancel the entire rental. Bad experience with this location and hertz corporate support making excuses that it doesn't govern that branch and basically cannot provide video recordings to open a legal case. Not sure why its allowed to carry hertz name with customer service being so shameful. Rental insurance ended up being 3 times the car rental cost, while my cc benefits covers it completely.
  

  Business Response

  Date: 08/08/2022

  Business Response /* (1000, 5, 2022/07/29) */
  BBB Complaint #XXXXXXXX
  RR# FXXXXXXXX
  
  This is in response to ********* ************.
  
  The charges for your rental have been reviewed and are correct. Due to fluctuating airport fees and taxes, as well as the customer's ability to accept optional services at the time of rental, the amount quoted at the time of reservation is an approximate total. I regret any misunderstanding regarding the estimated charges quoted. Your contract shows as accepting LDW at the time your reservation was confirmed. A copy of the signed rental agreement has been provided for your records.
  
  
  Consumer Response /* (3000, 7, 2022/08/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Please provide the video recording for the police report that will be filed due to the predatory and threatening encounter by your representatives.
  
  
  Business Response /* (4000, 9, 2022/08/03) */
  BBB Complaint #XXXXXXXX
  RR# FXXXXXXXX
  
  Please be advised we don't provide video recording. Your signed rental agreement is sufficient.
  
  
  Consumer Response /* (4200, 11, 2022/08/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept business response due to predatory threats to cancel my reservation while my insurance was sufficient.

• Initial Complaint

  Date:07/18/2022

  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 went to rent a car through hertz/uber and hertz advertised the rental for a tesla at 334/week. I set up an appointment and went in to get the rental upon arrival no one explained in detail the rental price. I gave them my information they asked what color car I wanted and proceeded to ask for my payment method, not telling me anything about the price just "go ahead and put your card in" after the receipt was printed I saw the price of 451/week they said it's because I have to add 67$ for insurance fees since it's a tesla. I begrudgingly left after a brief explanation of the tesla model 3 features which was only charged 50% I had to find a charging station, that is something that was not explained to me other than "you can find them anywhere if you look it up" they also told me it would be about 7$ to fully charge, after trying 10 different charging stations which all said not authorized when I scanned the card I finally found one and it charged 21$ to fully charge. I went back the next day to return the vehicle and they charged 172.17 for 1 day and 1 hr. I was furious to say the least, now I'm dealing with an overdrawn account because of their practice of releasing funds then re-depositing its absolutely a predatory practice the way they operate, please investigate them to see how many people are getting overcharged in this manner as I have been.
  

  Business Response

  Date: 07/25/2022

  Business Response /* (1000, 5, 2022/07/22) */
  BBB Complaint #********
  RR#*********
  
  This is in response to ************
  
  The charges for your rental have been reviewed and are correct. The customer's ability to accept optional services at the time of rental, the amount quoted at the time of reservation is an approximate total. I regret any misunderstanding regarding the estimated charges quoted. Based on my review and Hertz's dedication to customers, I have determined it is appropriate to refund $54.08. 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, 7, 2022/07/23) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I feel that the 54.08 is appropriate and accept the responsibility hertz has offered.

• Initial Complaint

  Date:07/18/2022

  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.

  Date of Transaction 7/09/2022
  I rented a 7 passenger minivan using Priceline. The quoted price was $934.27. When I arrived at the Hertz desk at Sanford Airport I was told the charges would be $1163.13. I explained to the lady that is not what I was quoted. She said because I used a third party, I would have to contact them to fix it.
  Priceline says it is an issue I have to talk to Hertz about. When I called Hertz Customer Service they said it is because I was given a 8 passenger minivan instead of the 7. The lady at the counter never told me that I was getting a different vehicle at anytime during our interaction. Not even when I asked why the price was different, she just kept telling me hopefully I learned a lesson and not book with a third party. She just pointed towards the car and told us to go drive it to the check out station. Hertz Customer Service said they are unable to refund me the difference ($228.86) because I signed for it and already paid. I asked to speak to a supervisor and was told the same thing. The supervisor told me there was no one above him to help me and hung up.

  Business Response

  Date: 07/21/2022

  Business Response /* (1000, 5, 2022/07/21) */
  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 caused by the total billed for your rental. Upon review of your reservation as well as your final invoice, we have located where the error in the final total occurred. Please note, the fluctuation of the estimated total was not impacted by the vehicle class provided or the mandatory taxes and fees implemented. This change was due to the 20% discount applied at the time of the reservation booking was not applied on the final invoice.
  
  We have applied this discount to the base rate as outlined at the time of booking and processed a refund of $228.49 to the charge card originally billed. Though processed today, please allow up to 5-7 business days for the credit to show on your billing statement. Please be assured we are reviewing this error with appropriate management for their review and corrective action where deemed necessary.
  
  Consumer Response /* (3000, 11, 2022/08/06) */
  I have received the credit and I'm satisfied with the resolution. Thank you.

• Initial Complaint

  Date:07/18/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Wednesday, July 13, 2022, I rented a car from the Bandera and 410 location for a round trip to Austin, Texas for a work conference. On the morning of the 15th, I was unable to locate my keys. I spoke to Jamie and he stated that since I had the lost coverage, this was considered a lost and I would not have any fees. He clarified at least twice that was the case. He stated that he would locate another car from me and then have the rental towed to a nearest Hertz. The ETA was 1.5 hours estimated and he located a Nissan Sentra that he stated was a 39 min drive away. He spoke to a Nicole and gave me her number at the hwy 290 location in Austin. I called Nicole and she explained to me that I was unable to pick up another car until the existing rental was towed, inspected, and placed back into inventory. At that point, I was planning to catch an LYFT to her location to retrieve the vehicle so that I could get my family home. We were checked out of the hotel with no way to get home. From that time on, I had endless calls with Hertz and AAA concerning my tow. Each time I was promised a tow with no show. I waited in view of the vehicle from my initial call. I was told that AAA had system issues and Hertz at one point couldn't even explain why I had been stranded for almost 8 hours at that point. Hertz had stated that I was not able to abandon the vehicle and had to be there for the tow. We waited, my mother and young children were left to suffer such a horrible situation. Long story short, Hertz sent a tow at 7:33 pm, just to tell me that they could not tow the car due to not being informed that I didn't have the key. The car was picked almost 24 hours later. I have been charged a number of fees and now the car is lost. No one will help me, no one will account for the charges. I am asking that the charges be applies as I was informed. I will take this to small claims court if needed. I am desperately asking for him.
  

  Business Response

  Date: 07/19/2022

  Consumer Response /* (3000, 6, 2022/07/18) */
  The case has been resolved. Please dismiss. Thank you!