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

• 

  Hertz

  Ontario International Airport Ontario, CA 91761

• 

  Hertz

  5800 Gasoline Alley Dr Bakersfield, CA 93313-3741

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:07/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car with bonus points at the Buffalo Niagara Airport. I have been a member of Hertz Gold Rewards for 20 years and have rented many cars from them and was always treated with respect and even though I know what I am doing they always explained what I was initialing and signing After flying for 8 hours I went to get my car and what I rented was really small. Desk agent who really was not paying attention to me said "would you like to upgrade to a little bigger car for another $100.00. I said yes. He redid the agreement and then attached it to my credit card on file. I was expecting about 100.00 plus taxes but instead was charged 300.11 over and above what I had already paid in points and cash. He pushed the rental agreement in front of me with nothing else said except "initial here and here" Not saying anything that I was signing for the insurance, roadside assistance, satellite radio when I ALWAYS decline these services in the many times I have rented from them. I already have rental car protection from my personal auto insurance. I was tired and wanted to get to my hotel and did not look as this has never been a problem. I tried to resolve directly with Hertz and was told "you should have looked at your rental agreement". No your agent should explain everything you are signing and not chatting up another desk agent and ignoring your customer. I feel this was a bait and switch. I disputed the charge with my credit card and received the credit. No sooner than the disputed amount was refunded that same day I got a bill directly from Hertz demanding I pay the amount. I called my credit card and they said I would now have to fight with Hertz directly as once they refunded my money the case is closed I dont feel I should be paying this as this was clearly a bait and switch and had the desk agent done his job this would not have happened.

  Business Response

  Date: 07/20/2022

  BBB CASE#: 67530584
  Hertz RR#: 523147741
  
  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 **************** Loss Damage Waiver (LDW), ************************ (PERS), *************************** (PAIPEC) and ******************* Supplement (LIS) 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. It is the customers responsibility to review the terms of this documentation, which is provided in the rental sleeve, before departing the facility.
  
  However, as a one-time gesture of goodwill, we have processed an adjustment of the **************** LDW, PERS, LIS and PAIPEC in the amount of $263.91. This action will not result in a credit as you have disputed the amount of $300.11 with your financial institution and a chargeback provided. Rather this will eliminate the balance owed and leave a balance of $36.20 remaining.
  See Attachment/File: ************************pdf

  Customer Answer

  Date: 07/21/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  I will pay the ***** after they send me an adjusted bill. I still do not understand what it is for since again their agent was not forthcoming with what I was signing just pointed and said "sign" Not a word about accepting or declining and his hand covered the area as he pointed to area where I did sign. All other rentals over the 20 years the agent talked to me and said "do you want to accept or decline" I always decline and there are TWO areas to initial The agent pointed directly at the accept with no other explanation. Therefore I was never made aware at that time. It is still bait and switch.

  Business Response

  Date: 07/21/2022

  Business Response /* (1000, 5, 2022/07/20) */
  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 Satellite Radio, Loss Damage Waiver (LDW), Premium Roadside Service (PERS), Personal Accident Insurance (PAIPEC) and Liability Insurance Supplement (LIS) 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. It is the customers responsibility to review the terms of this documentation, which is provided in the rental sleeve, before departing the facility.
  
  However, as a one-time gesture of goodwill, we have processed an adjustment of the Satellite Radio, LDW, PERS, LIS and PAIPEC in the amount of $263.91. This action will not result in a credit as you have disputed the amount of $300.11 with your financial institution and a chargeback provided. Rather this will eliminate the balance owed and leave a balance of $36.20 remaining.
  
  
  Consumer Response /* (2000, 7, 2022/07/21) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I will pay the 36.20 after they send me an adjusted bill. I still do not understand what it is for since again their agent was not forthcoming with what I was signing just pointed and said "sign" Not a word about accepting or declining and his hand covered the area as he pointed to area where I did sign. All other rentals over the 20 years the agent talked to me and said "do you want to accept or decline" I always decline and there are TWO areas to initial The agent pointed directly at the accept with no other explanation. Therefore I was never made aware at that time. It is still bait and switch.

  Business Response

  Date: 09/22/2022

  BBB Case 17838746
  Res ID: ***********
  
  This is a response to ***********************
  
  I have sent the requested invoice in an email to *********************** You should be receiving it shortly
  
  Thank you for contacting us.

• Initial Complaint

  Date:07/16/2022

  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 car from Hertz out of Albany airport. Prepaid for $395.85 on my credit card but reservation under his name with his drivers license. At airport, they insisted they needed the actual plate to insert into the card reader. They indicated no ability to use Apple Pay or to key in information. The actual contract printed from email does not state the actual plate is needed. I rented car from same airport 3 days prior and did not need to present the plate so different services. They would not give the car to my husband, instead rented same vehicle but for $805.00 hold on the card and did not apply our AAA discount. When I phoned Hertz - also difficult to get to the right person, they were not very pleasant and said all they can do is credit the original prepaid price rather than honor the original pricing. Ridiculous and not good service - I am one of their top tier clients (5 Star). I believe they should refund the $805 and honor the original pricing. They stated the notice of needing the same card was on the website but it wasn't on the emailed paperwork and confirmation email. Very poor service.

  Business Response

  Date: 08/04/2022

  Business Response /* (1000, 5, 2022/07/21) */
  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 apologize for any misunderstanding caused regarding our Rental Terms & Conditions. At the time of booking, customers must accept the terms & conditions before the reservation can be confirmed. Outlined in these terms & conditions is our form of payment requirements. Customers must have a valid credit car and drivers license in his/her name in order to pick-up the rental. Rentals may not be under a customers name but paid for by another persons charge card, including spouse.
  
  Though the charges are correct in this instance, as a gesture of customer service, we are applying the rate confirmed during the booking process for $72.01/per day with 5% discount. A refund of $239.96 has been processed on the rental under RR# XXXXXXXXX to the charge card used. Though processed today, please allow up to 5-7 business days for the amount to show on your billing statement.
  
  We will also be processing a full credit of the prepaid amount of $395.85 for reservation KXXXXXXXXXX.

• Initial Complaint

  Date:07/16/2022

  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.

  Me and my girlfriend rented a car from hertz about 6 months ago. We used the car and returned it perfect condition however after a couple days my girlfriend was charged an additional $500 dollars we attempted to call hertz to resolve but the customer service agent was rude and simply hung up on us when we tried to figure out the charge. Proceeded to email them but never got a response either, finally wrote to corporate and still awaiting a response never had such experience with customer service as they didn't even attempt to help and it's been awhile makes me feel like there resolution team isn't resolving much of anything would like help if possible to atleast speak to someone on the manner and attempt to figure out why and get a refund as we don't understand why we were charged in the first place
  

  Business Response

  Date: 08/03/2022

  Business Response /* (1000, 5, 2022/07/20) */
  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 a rental under your first and last name. 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:07/16/2022

  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.

  Traveled to Denver from Illinois in late May early June - returned and three weeks later was told I damaged a vehicle in which they are unable to prove (in contact with my insurance company). Today, July 16th, I received a notice that I had a parking ticket with SP Plus in Denver. Looked up violation, and none exists. Told I need to pay a fee of $30 to Hertz or I will be charged in a week 7/23. Emailed both companies no response. Will be cancelling card associated with Hertz so they don't charge me. I have attached parking receipts to show that I did pay for parking during the time Hertz is showing I was fined.

  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 ****** ***********. Thank you for allowing us the opportunity to review your concerns.
  
  As your inquiry is pertaining to a damage claim, your concerns were forwarded to our Claims Management team for their assistance. They have provided a response and advised the damage claim was never billed and the file was closed as a dispute. We are pleased that they were able to assist with resolving this matter and closing the file.

• Initial Complaint

  Date:07/15/2022

  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'm the present of*********************, an LGBTQIA+ Running Club, and made 2 reservations (5 months in advance), in the name of two members for a minvan each from 7/15 at 9am to 7/16 at 5 pm. The evening before our rental, an employee called explaining that they weren't sure they would have the vehicles we reserved, and might have to downgrade us an SUV. Given we were running a 200 mile road race, 6 people in each van, this was problematic, but understood there was no other option and would do our best to make it work.
  
  When we arrived is when their service became problematic. First, despite having successfully reserved the vehicles five months earlier to return Saturday at 5 pm, they informed us the office now closed at noon on Saturday, they didn't have a key drop box, and would thus have to charge us an additional day. This was clearly an error on their part - THEY changed their hours of operation, and despite having five months to notify us, never did. Yet, they refused to honor the quote we were initially given.
  
  And, as they had alluded to a day prior, they did not have the vehicles we had reserved. We asked if they had anything larger, which they didn't; our only option was downgrading from a minivan to an SUV, which lacked the storage space we needed. Despite this failure of service, we were not offered any disocunt or recovery.
  
  Moreover, because of their error with the office hours, our price went UP! We reserved two vehicles, 5 months in advance, following their rules and procols. They failed to provide the agreed upon vehicles, downgraded us, and then raised our rate because they changed their office hours.
  
  Hertz should not only revert to the original rate, but provide a further price reduction given their failure to provide the reserved vehicles. There has been no effort at recovery and a clear breach of agreement
  
  Original reservations and rental agreements uploaded (note change in one reservation holder's name from ************ to ***********).
  

  Business Response

  Date: 08/04/2022

  Business Response /* (1000, 5, 2022/07/21) */
  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 difficulties encountered at our location. Unfortunately, as the two rental contracts are under other renters information, we are unable to further discuss the billing of the rentals with you. Due to customer confidentiality, we are unable to respond to third party inquiries involving a customers final invoice. We would like to further assist; however, Mr. Newell and Mr. Hall will need to contact us for further assistance. They may do so by emailing ************************@hertz.com.

• Initial Complaint

  Date:07/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car from hertz car rental in
  April 2022 from 30th street location in philadelphia pa at the amtrack location
  the car was filthy lots of human hair and white specs that look like some kind of bugs in otherwords extremely filthy I called hertz also they did not check out the car upon return the car had pieces snatch out leaving wires visible also upon returning the vehicle no one from Hertz Rent-a-Car check the car to see if there was anything wrong or anything left in it by mistake once they check the car later they found personal property left behind I had to pay a cab to take me back which was an additional $30.00 dollars I called hertz to tell them about they poor service the offered a $100.00 dollar gift card and told me to go online for my cab reinburstment which I tried bur was unsuccessful I called April May & June 2022 I was told the card is on the way never received it I need help with this annoying matter that seems to be a major pattern with hertz.

  Business Response

  Date: 08/08/2022

  Business Response /* (1000, 5, 2022/07/17) */
  BBB CASE#: XXXXXXXX
  RR#: XXXXXXXXX
  
  Thank you for contacting us. We appreciate the opportunity to assist.
  
  The condition of the vehicle you received is a concern to us, and I apologize for the inconvenience you experienced. We always want to provide quality vehicles to our customers and we appreciate you letting us know of your experience.
  
  We respectfully decline your request to be reimbursed for cab fare to retrieve your lost items.
  
  Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.

• Initial Complaint

  Date:07/15/2022

  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 with Hertz in Colorado from June 10th 2022 to June 13th 2022. I redeemed points for the car which was suppose to be free. Hertz took my points and charged me 166 dollars for the car. Here is the bill;
  
  
  RENTAL REFERENCE
  Rental Agreement No: XXXXXXXXX
  Reservation ID: KXXXXXXXXA1
  Special Bill Info: XXXXXXXXX
  
  
  
  
  
  
  
  MISCELLANEOUS INFORMATION
  CC AUTH: XXXXXX DATE: 2022/06/10 AMT: 218.00
  
  
  
  
  
  
  
  
  
  
  Gold Plus Rewards Points
  Earned this rental: 203
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  Direct All Inquiries To:
  THE HERTZ CORPORATION
  PO BOX XXXXX
  OKLAHOMA CITY, OK XXXXX-XXXX
  UNITED STATES
  
  
  
  
  Web: www.hertz.com
  
  RENTAL DETAILS
  Rate Plan: IN: OUT:
  Rented On: 06/10/2022 11:30 LOC# XXXXXX
  DENVER AP, CO
  Returned On: 06/13/2022 09:13 LOC# XXXXXX
  DENVER AP, CO
  Car Description: SIR COMPASS 4WS 3005AP
  Veh. No.: XXXXXXX
  CAR CLASS Charged: C MILEAGE In: 50,199
  Rented: Q4 Out: 49,998
  Reserved: C Driven: 201
  RENTAL CHARGES
  DAYS 3 @ 45.00 135.00
  SUBTOTAL 135.00
  
  VEHICLE LICENSE FEE 0.65
  CUSTOMER FACILITY CHARGE 6.45
  MOTOR VEHICLE LEASE TAX 6.00
  TAX 13.25% 18.82
  
  
  
  AMOUNT DUE 166.92 USD
  
  Here is a redemption on the points
  
  Jun 9, 2022 Reward Redemption 1 Free Weekly Rental N/A -3750
  
  I need reconciliation on this issue.
  
  Thank You,
  
  **** ******

  Business Response

  Date: 08/01/2022

  Business Response /* (1000, 5, 2022/07/16) */
  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 when your points were not applied to your rental as reserved. At the time of booking, your reservation was confirmed for rental on 06/10/22 at 11:30 and for return on 06/14/22 at 11:30. Though this was not a weekly rental, the points redeemed were for 1 free week in the amount of 3750 points.
  
  However, we show the rental vehicle was returned on 06/13/22 at 09:13 and therefore, the points were automatically kicked out as the return date had changed and a weekly rate no longer applicable.
  
  With this in mind, we have issued a credit of the base rate of the rental minus the taxes and fees as the Gold Rewards points do not cover taxes and fees. The refunded amount is $141.45. This amount will show on your billing statement within 5-7 business days.
  
  In addition, as the number of points redeemed were more than required for your booking, we have credited back the difference in points in the amount of 1,500 points. This will show on your account within 24-48 hours.
  
  Thank you for allowing us the opportunity to provide assistance. In the future, if you need assistance with or have questions about your previous rentals billing or invoicing, our Customer Service and Billing team may be contacted at XXX-XXX-XXXX. Our records do not indicate this matter was addressed with our Customer Service team previously and therefore we were unable to resolve your concerns prior to this inquiry.

• Initial Complaint

  Date:07/15/2022

  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 June 13, 2022, I reserved a hybrid car with Hertz. The hybrids were more expensive than the other cars of similar models. When I arrived to pick up my rental on July 4th, they did not have any hybrids available and I had to take a cheaper car despite paying extra for the hybrid. I contacted Hertz customer service and asked to either receive the price difference in compensation since I had paid more for a hybrid and hadn't received it, or to be able to exchange the car I had received for an available hybrid at another location. They responded that they would not help me.
  

  Business Response

  Date: 08/22/2022

  Business Response /* (1000, 5, 2022/07/21) */
  BBB CASE#: XXXXXXXX
  RR#: XXXXXXXXX
  
  Thank you for contacting us. We appreciate the opportunity to assist.
  
  Please accept my apology the reserved class was not available for you. The Atlanta manager has advised they will contact you to arrange an exchange to a Hybrid.
  
  Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.
  
  
  Consumer Response /* (3000, 7, 2022/07/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  As I mentioned in my initial message to Hertz on July 4th, we are not staying in Atlanta, we're staying in Athens and need to pick up a car closer to there. We shouldn't have to drive an hour and a half back to the airport to pick up the car that we should have gotten originally. A hybrid car should be arranged closer to where we're actually staying.
  Additionally, we have been stuck paying significantly higher gas bills than we would have if we had received the car that we booked. This has been exacerbated by the long response time (original complaint submitted July 4th, BBB complaint submitted July 15th) where we've had to drive a car that only gets 15 mpg for 3 weeks vs the 42 mpg that we should have received. This additional expense should not fall on us for Hertz's error.
  
  
  Business Response /* (4000, 9, 2022/07/27) */
  
  BBB CASE#: XXXXXXXX
  Hertz RR#: XXXXXXXXX
  
  This correspondence is being sent in response to ***** ****.
  
  We apologize for any inconvenience caused; however, as previously advised our location General Manager has confirmed he would reach out to provide assistance in locating a vehicle for exchange or by providing a credit on your rental contract. As your rental is taking place at this time, if you require assistance with arranging a vehicle exchange and our location management team has been unable to assist, please reach out to our Roadside Services team at XXX-XXX-XXXX. They will be able to provide assistance with ensuring a vehicle exchange at a convenient location is provided if possible.

• Initial Complaint

  Date:07/15/2022

  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.

  Booked a small SUV online and prepaid to reserve it. Arrived at PHX location gold lot the first lady told me to walk to the president's circle, when I got there a man and woman greeted me and walked me back to the gold lot. While walking to the gold lot the woman left and said that the man would help me. The man tried to give me a minivan that someone else was already loading with luggage, I asked him If I could please have a small SUV like I reserved. He said they didn't have any right now but if I wanted to I could wait in any of the rental cars there with the AC running and when someone brings back a small SUV I could just jump in it and go. I declined to wait around for an undetermined amount of time for a rental vehicle that somene else had just finished using. He then told me I could have the Ford Mustang, I also declined and told him that I was picking up family members who will also have luggage so a 2 door car would not work. I notice a few small and midsize SUv's parked nearby and asked about those, he told me "oh you don't want those, they broke". He then said I would need to talk to the people at the desk to figure out other options, so I did. When I walked up to the desk standing there was the first lady that told me to walk to the president's circle. I explained to her that they didn't have the vehicle I reserved and asked her what we could do about it. She also told me that I could sit in a rental with the AC running and wait for someone to bring one back. I told her that was not an option because I flew in for a funeral and I needed to pickup family members who were waiting for me at the hotel. She explained that they just didn't have alot of vehicles right now and that I could wait for one to be cleaned, I asked her how long that would take and she didn't know. I told her that I cant wait around and wait for a vehicle to be cleaned, I planned my flight times and rental car pickup times around a schedule and I paid to reserve a car for that reason.

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 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 allowing us the opportunity to review your concerns.
  
  We apologize for any frustration caused when our Phoenix location was unable to secure your reservation with the vehicle class booked. The travel industry at large is experiencing high demand in travel while facing shortages in vehicle availability. Rest assured, this is being addressed with the appropriate management for their review and record.
  
  We show on 07/21/22, our Customer Service team responded to email correspondence regarding this matter. At this time, they provided a free rental day of Gold Rewards Points as a gesture of concern. We are pleased to see they were able to provide assistance.

• Initial Complaint

  Date:07/14/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car at Hartsfield Intl Airport on 6/11/22 (rental record #XXXXXXXXX) and returned it to Hertz/Chattanooga on 6/13/22 due to mechanical problems with the vehicle. The rental was prepaid in May in the amount of $1,013.56 to cover 6/11 - 6/27. The final invoice from Hertz shows a credit due back to my credit card in the amount of $897.22. However, Hertz has not refunded me the amount due back to my card, even after numerous phones by me to Customer Service (the last 2 phones calls to Aisha and Ernie). Hertz has said they are escalating this issue for resolution (Case #XXXXXXXX), but they still have not refunded me the amount owed (per final invoice) and no one has contacted me (which I was told would happen within 3-5 days). Without intervention I believe I will never see my money.

  Business Response

  Date: 08/12/2022

  Business Response /* (1000, 5, 2022/07/17) */
  BBB CASE#: XXXXXXXX
  RR#: XXXXXXXXX
  
  Please accept my sincere apology for the problems you encountered with the vehicle. I have issued a refund of $897.22 to your credit card for the early return. Please allow up to 10 days for the credit to post to your account.
  
  Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.
  
  
  Consumer Response /* (3000, 7, 2022/07/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hertz committed to refunding my credit card $897.22 within 10 days of 8/17/22. As of 7/26/22, the refund has not been received. I would appreciate prompt repayment of the amount due.
  
  
  Business Response /* (4000, 10, 2022/07/28) */
  BBB Complaint #XXXXXXXX
  RR#XXXXXXXXX
  
  This is in response to ***** ****.
  
  I do apologize there was a delay in processing the Manual adjustment and that we have expedited the process. The credit of $897.22 should reflect on your account within 2-3 business days. I have attached the receipt. I am sorry for the inconvenience that this may have caused. We appreciate the time you took to share your feedback and look forward to seeing you on your next adventure. Thank you for contacting us..