Complaints

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

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  Hertz

  8501 Williams Rd Estero, FL 33928-3325

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  Hertz

  5405 Airport Service Rd Tampa, FL 33607-1419

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  Hertz

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

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  Eagle Automotive

  2223 Memorial Pkwy SW Huntsville, AL 35801-5621

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  Hertz Corporation

  2300 N Airport Blvd Springfield, MO 65802-7536

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:06/28/2022

  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/Uber solutions back on May 27th, 2022. I returned the vehicle to them today, June 24th, in the same condition as provided, minus any wear & tear over those 4 weeks. Due to their business hour and staffing constraints, they are only open from 7am to 5pm - I work until 4:00pm in a different section of Los Angeles, making it impossible to reach them with heavy traffic before they close. Despite that, I took the vehicle in during my lunch break, checked in and waited in their lobby for about 10 minutes, to no response by their team. I went to mention that I'm just returning, and they offered to just allow me to drop off the keys, which I did. Almost 2 hours later, a representative accuses the vehicle of needing "detailing" and smelling of urine. Attached are photos for reference of the interior of the vehicle upon receiving the car, in addition to returning it approximately 28 days later in virtually the same condition. When I asked the representative where the smell was originating from, they replied that it was the entire vehicle, which is inaccurate and false. They are attempting to assess a $400 cleaning fee, without any proof or documentation that 1) it occurred when I had the vehicle, which is false and 2) any proof of damages to the interior of the vehicle. I am seeking to have that $400 fee removed from the final bill, as I in no way cause any damage to that vehicle. It was driven and operated as intended, and returned in the same way as originally released to me back on May 27th, 2022.

  Business Response

  Date: 07/25/2022

  Business Response /* (1000, 5, 2022/07/09) */ 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. Hertz vehicles are serviced and cleaned before being assigned to customers. Customers should return the vehicle in the same condition as rented. We completely understand a customer may not wash/vacuum the vehicle prior to return to remove normal road grime, etc. However, smoke odor/ash and other similar impurities require more time and detail to remove. In such instances as with your rental, Hertz will assess a cleaning fee. Though the charges are valid based on our records, as a gesture of goodwill we are processing a credit of the additional charges billed. The refund of $400.00 has been processed at this time and will be reflected on your billing statement within 5-7 business days.

• Initial Complaint

  Date:06/28/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 2, 2022 my daughter and I arrived at the Hertz Rental Agency in the Norfolk Virginia Airport. Our flight was supposed to arrive at 2:30pm, but after a long ordeal our flight arrive late: 6:57pm. We retrieved our reservation information at the counter. The young man helping us was apparently being trained, because an older gentlemen appearing to be his supervisor was standing over his shoulder. As we decided and selected the rental car, we discussed the purchase of fuel option. Normally when I have rented a vehicle in the past we go through the insurance options after the time I examine the vehicle. Instead I was asked to sign the credit card authorization. We did not go over any insurance options. Typically this one line by line and a signature is required upon acceptance or denial. This did not happen. There was only one signature at the end. I never accept insurance on rental vehicles. I have ample auto-insurance coverage and had been advised by my agent that I did not need to purchase auto-rental agency insurance coverage. After completing the college tours with my daughter I noticed the total charge on my Discover Card of $866.59 (rental record # XXXXXXXXX), which apparently include pre-paid auto-insurance coverage of which I did not intend or authorize to be charged. I called the XXX-XXX-XXXX customer service number, but was told once it is charged and a receipt is provided, no one could reverse the charge. I disputed the charge through my Discover Card; which I will continue to pursue. However, this is obviously a scam. This is a way Hertz Rental swindles unsuspecting customers, by skipping over the discussion of the insurance charge, and adding it to the total rental mount. I never accept auto-insurance. But this is not the first time I have had issue with Hertz Rental Customer Service. I only used them now because they are a member of the IHG Group of companies

  Business Response

  Date: 07/28/2022

  Business Response /* (1000, 9, 2022/07/14) */ BBB CASE#: XXXXXXXX RR#: XXXXXXXXX Thank you for contacting us. We appreciate the opportunity to assist. I apologize for any misunderstanding regarding the additional charge for Loss Damage Waiver (LDW). Unfortunately as we are not present at the rental counter we rely on the signed rental agreement (SRA) to verify your acceptance and understanding of your charges. Although you did sign and agree to the additional charge, in the interest of customer service I have issued a refund for the LDW in the amount of $307.92 to your credit card. Please allow up to 7 business 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.

• Initial Complaint

  Date:06/28/2022

  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 CHS June 12-15. Let me preface this with saying that I am a Hertz Presidents Circle member, the highest tier with the company. I know there can be a lot of issues/extra costs when people rent cars but I'm an experienced renter and know what to expect. I have a few complaints and have tried to resolve this locally at CHS and with Hertz Customer Service. My complaints are the discrepancy in charges. I booked 3 days on points which would result in paying taxes only. I know that estimated tax &end cost can vary slightly but the difference here was $120 vs $203. Both locally and via customer service, no one was able to explain to me the cost difference or what the specific taxes were for, instead claiming "we reviewed the charges and they are correct." I would like to know in detail what each extra cost was for and how it can differ so much. My next complaint is false advertising. I did just make another booking at CHS to verify that this info is still falsely being advertised on their site and it is. When booking it tells you that you will specifically receive both Gold service and Ultimate Choice at this location. What this means is that you proceed directly to garage and pick your own car from the upper tier selection. It also means guaranteed upgrade and also dedicated booths or lines. None of this was available. They don't do ultimate selection there (despite still advertising this to this day) and no dedicated lines. I waited over a hour in a general line. The big deal is that I have the equivalent status at National & could've chosen them but Hertz's advertising of products (that didn't exist) made me choose them. When I inquired with a rep at CHS about this the simple and repeated response was "We're not actually Hertz. So, we don't do any of that," meaning, they were bought and franchised by a sole owner and don't have to follow any of the Hertz guidelines, despite advertising all of this anyway.

  Business Response

  Date: 07/26/2022

  Business Response /* (1000, 21, 2022/07/26) */ BBB CASE#: XXXXXXXX RR#: LXXXXXXXX Thank you for contacting us. We appreciate the opportunity to assist. I apologize for your experience. The charges billed were for taxes and fees only. The Charleston, SC location doesn't provide the benefits for President's Circle. I sincerely regret your rental experience with Hertz did not meet with the high standards of service we strive to maintain. As a service oriented company, we rely on customer feedback to help us maintain and improve our service performance standards. Please be assured your comments will be shared with the appropriate Hertz management.

• Initial Complaint

  Date:06/28/2022

  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.

  June 2, 2022 rented a car on an emergency basis out of the airport in Philadelphia as the 2nd leg of my flight from Philly to Hartford Bradley Airport (my final flight designation) was cancelled. My return flight was out of Bradley Airport in Hartford, Conn paid the extra drop off fee of 100 per day. 4 days of rental thru Thrifty was 835.01. Drove 6 hours getting to my final destination at approximately 1:30 a.m. On my drive it began to rain and the first thing I noticed is the windshield wiper did not clear the rain off. Car was in need of new wiper blades. I continued on my way as did not think it was a big inconvenience especially if it did not rain again. 6/3/22 did not need to drive the car. 6/4/22 driving to and from the funeral on a two-lane road (approx. 100 miles from where I was staying) I noticed that the front end of car would veer to the left and when stepping on the brakes going down any steep hills the back end of the car would shack and could hear a grinding noise. 6/5/22 did not drive car. On way to the Bradley Airport on Monday 6/6/22 (all highway) the car really began to veer to the left and had to hold tight to the steering wheel. Twice while in stop and go traffic on the highway the brakes grabbed so hard it almost threw me thru window shield. It felt like when the brakes got to a certain point they would freeze up and then release. When I got to the HERTZ/Thrifty rental return on 6/6/22 I explained all to the manager on site. She immediately took the car out of service and sent to the garage for repair. She would have offered me some money for the situation but because I had rented from Philly, she did not have the authority. As part of the rental contract, I should be rented a car that is safe. This car was not safe therefore contract is void. Have been trying to get Hertz/Thrifty to do the right thing and split the cost. Made several calls and sent detailed email. No one cares or empowered to make this right.

  Business Response

  Date: 07/13/2022

  Business Response /* (1000, 5, 2022/07/09) */ BBB CASE#: XXXXXXXX Thrifty RR#: XXXXXXXXX This correspondence is being sent in response to a query made by ****** ******. Thank you for allowing us the opportunity to review your concerns. We apologize for any concern caused by the vehicle provided during your rental period. All Thrifty 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. Our records show you were previously working with our Customer Service team who was further reviewing the promised credit from the return location. Unfortunately, they were unable to receive confirmation of a credit due from the branch. However, as a gesture of customer service, we are honoring your request for a refund of 1/2 of your rental charges. A credit of $417.51 has been processed at this time, but will take up to 5-7 business days to show on your billing statement. Consumer Response /* (2000, 7, 2022/07/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) It is too bad it had to go this far. I was more than fair with my request to customer service of splitting the rental charges. It was very obvious that they were not empowered to resolve the issue and were not concerned with making it right. I thank and appreciate BBB help as it took getting them involved before Hertz/Thrifty did the right thing.

• Initial Complaint

  Date:06/28/2022

  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.

  RR XXXXXXXXX RES JXXXXXXXXB9 Diamond Customer for 21 years ******* ******** My husband rented a car for 4 days from the following dates and locations. RENTED: NEWARK LIBERTY AIRPORT RENTAL: 06 / 18 / 22 10 : 29 RETURN: 06 / 21 / 22 13 : 46 RETURNED: ALBANY INT'L AP SSK My husband tried for days prior to this reservation to change the time of return for 2:00 from 11:00 am. The online system was down and would not allow for him to make changes. As a diamond member for 21 years (corporate and personal use) he has NEVER had issues with up charges for returning the car a little later than planned. Never! Since he couldn't change the reservation online and he has had positive experiences with Hertz he did not think it would be an issue. He is a recent kidney transplant patient (Can provide medical records if needed) and had to stop due to a medical emergency on the way to the airport. he anticipated this issue and that is why he tried to change time prior to trip as he was driving our daughter, a minor he could not risk the safety of our child. Upon arrival to Albany airport they were completely rude AND unwilling to take his situation into consideration and charged him (robbed him) of $122 up charge. This is double the cost of the car for an entire day. He asked if he could then just keep the car for an additional day since he was paying so much anyway. The agent said "too late already clicked a return button" when he clearly just didn't want to help. 21 years as a diamond member and this is how you treat the medically fragile in an emergency. Not only that it was Hertz' faulty system that would not allow him to make the change prior to leaving as he anticipates delays now after surgery and having to stop for medical reasons. He called 2 supervisors and no one was willing to help. We are requesting the ridiculous upcharge to be refunded and will be contacting media and social outlets as well about this.

  Business Response

  Date: 07/22/2022

  Business Response /* (1000, 5, 2022/07/08) */ BBB CASE#: XXXXXXXX Hertz RR#: XXXXXXXXX This correspondence is being sent in response to a query made by ******* ********. Thank you for allowing us the opportunity to review your concerns. We sincerely regret any misunderstanding regarding our Grace Period policy. Rates are based on periods of 24 consecutive hours. However, Hertz allows a 29 minute grace period before extra hour charges are applied. If the vehicle is returned 30 minutes or more past the 24-hour period, extra hour charges are applied. The extra hour charges are applied until the charges exceed the daily rate. The daily rate would then apply on a non-prorated basis. Based on our records, the additional day charges are valid. However, as a one-time gesture of customer service we are provided a credit of the 4th rental day in the amount of $122.69. Please allow 5-7 business days for the credit to show on your billing statement. One point that we do want to address is the level of service that you received from our staff at the branch. All Hertz employees are expected to be friendly and courteous when assisting our customers. It is the minimum that our customers should expect. We are sincerely sorry that this was not your experience on this occasion. Rest assured this has been addressed with the staff involved.

• Initial Complaint

  Date:06/28/2022

  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 Car Rental in Cincinnati, OH on 6/15/22, Rental Record Number XXXXXXXXX. The rental was supposed to end on 6/18/22 and my estimated cost was going to be $238.43. I was called to meet with some people in Knoxville, TN so I called to see what the price difference would be and I was told $242.60 if I returned it on 6/18/22. Upon returning the rental vehicle, my charges should have been $481.03. When I arrived at the Knoxville, TN airport, there was no one checking in the cars so I took the keys to the Hertz desk inside the airport. The gentleman that I left the keys with, (I thought) checked in my rental car. I then flew to Orlando, FL where I rented another Hertz car. The Rental Record Number XXXXXXXXX on 6/18/22 through 6/26/22. According to Hertz, they are saying that I took the car from Cincinnati to Atlanta and returned the car on 6/22/22 charging me $775.29. There is no way I can be in Orlando, FL and Atlanta, GA at the same time. What happened is that they never checked the car in that I was renting and rented it to someone else who drove to Atlanta for FREE!!

  Business Response

  Date: 07/25/2022

  Business Response /* (1000, 5, 2022/07/09) */ BBB CASE#: XXXXXXXX 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 concern caused by the incorrect return date and location listed on your final invoice. The Hertz location in Knoxville is an independently owned and operated licensee franchise location. As such, when rentals are returned to this branch they are responsible for notifying our corporate offices in order to log the correct return date and mileage. With this in mind, we have confirmed that your rental dates overlap with a rental which took place from the licensee location in Knoxville. Therefore, we have adjusted your invoice to show the correct return date and location as well as the correct mileage (mileage in: 37636, mileage out: 38286). As you utilized a CDP which provides a contract rate through your employer or an organization, within the contractual agreement with this company, unlimited mileage only applies to round-trip rentals where the vehicle is returned back to the renting location. As such, mileage charges were incurred at the per mile rate as outlined in the contract between Hertz and BJ's wholesale. With this in mind, we have adjusted the total billed amount to reflect your 3 day rental from Cincinnati to Knoxville at the contract rate of $41.00/per day plus the per mile charge of $0.39/per mile for 350 miles. A refund of $420.25 has been processed to the charge card originally billed. Though processed today, please allow 5-7 business days for the credit to show on your billing statement. Please be assured this matter has been shared with appropriate management teams for their review and corrective action where deemed necessary. Thank you for contacting us and for allowing us the opportunity to correct this billing error.

• Initial Complaint

  Date:06/27/2022

  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 March 9,2022 I booked a reservation at Hertz online to be picked up at *** * ******** ****** Cincinnati, OH US 45232 for June 10-June 20,2022. On June 7, 2022 I received an email from Hertz reminding me about my upcoming rental. On June 10, 2022 I got a ride up to the location to find a completely empty storefront. I walked inside and the Hertz sign was on the ground and there was no one inside at all. I walked next door to the dealership the Hertz location was attached to and the young lady there told me the Hertz employees quit and no one worked at that location for at least 1 month. I then went back to the store front where I found a handwritten sign that said it was closed and to contact the nearest Hertz. I called the Elm Street Cincinnati location and the guy on the phone said "not my problem", I hung up and called customer service. I was then told 3 different times by 2 different employees to just go inside the Mitchell ave location because the internet says its open. After 50mins on the phone with 2 different Hertz people, I was left with only 1 option. To drive 1hr south to Louisville and get an SUV for $3,800. My original reservation was for a van for $470. I told them I should get the SUV for the same price as what my reservation was. At the end the Hertz employee said "the best I can do is cancel your reservation". This was the worst customer service I have ever experienced. I then had to go to CVG airport and rent another SUV for $759. Almost double what my original reservation was quoted. They made zero attempt to correct THEIR problem. And made it all on me.

  Business Response

  Date: 08/08/2022

  Business Response /* (1000, 5, 2022/07/08) */ 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 sincerely apologize for any frustration or inconvenience caused to you when you arrived to our Mitchell Ave location in Cincinnati to find the branch was closed. Unfortunately, there are instances in which a Hertz location may close unexpectedly. When this occurs, our procedures are for the location management team attempts to contact all customers with upcoming reservations to advise them that the location will be closed and to route their reservation to the nearest, most convenient location. We regret if this procedure was not followed and will ensure your comments are shared with appropriate management for their review and corrective action where deemed necessary. With this in mind, we do not show of any rentals that took place at alternate locations under your Gold Rewards account. We have confirmed the attachments you provided of your confirmation with another rental agency, Budget. However, the documentation provided was the reservation confirmation and not the final invoice from Budget. We would like to review your final invoice with the other rental agency so that we may provide reimbursement of the difference in cost, in order to do so, please provide us with your date and time stamped itemized invoice from Budget. In addition, please confirm the charge card on file ending in ******* is the appropriate card to process any due credits. Consumer Response /* (3000, 7, 2022/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have attached the final invoice showing the charges from rental company Budget. Please use card ******* on my file for any due credits. Business Response /* (4000, 9, 2022/07/14) */ BBB Case# XXXXXXXX RES# KXXXXXXXXXX Thank you for contacting us. We appreciate this opportunity to address your concerns. Thank you for taking the time today to speak with us via phone so we could obtain the information required to process your refund. We have successfully processed a refund in the amount of $117.66 for the difference in the rental rate spent with our competitor due to our rental location being closed upon arrival. Please allow 7-10 business days for this refund to post to your account. Please know 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, 14, 2022/07/26) */ I am waiting on the refund to come through. Business Response /* (4000, 16, 2022/07/28) */ BBB Complaint #XXXXXXXX Confirmation #KXXXXXXXXXX This is in response to **** ******. I do apologize that there was a delay in processing the Manual adjustment and that we have expedited the process. The credit should reflect your account within 2-3 business days. See attachment. Sorry for any inconvenience that this may have caused. Thank you for contacting us.

• Initial Complaint

  Date:06/27/2022

  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.

  The car was given to me DIRTY and with a little over a 1/4 of a tank of gas (129 Miles of Gas). I returned the vehicle with more gas than I received it (193 miles of gas left). The rental location (RUDE Manager) demanded I fill up the tank or charge me $10/gallon. Why do I have to fill up a tank when I didn't get a full tank???? I called Hertz customer service number, but I cannot get a live person. I tried filing a complaint on Hertz website and I keep getting an error. I would like for Hertz to contact me with a refund.

  Business Response

  Date: 07/26/2022

  Business Response /* (1000, 5, 2022/07/09) */ 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. Unfortunately, there were not specific details included in your inquiry and we have been unable to find a rental under your first and last name. We did locate a rental using your email address; however, the first and last name listed on the rental is not your own. Due to customer confidentiality, we are unable to discuss a customers rental with a third party. For our review, please confirm the first and last name of the renter and your relationship to them. Consumer Response /* (3000, 7, 2022/07/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The Reservation was made under my name, but my Husband's credit card was used. His name is ***** ****** We were informed by the rude on site manager that *****'s name would be added to the reservation. Business Response /* (4000, 9, 2022/07/15) */ BBB CASE#: XXXXXXXX Hertz RR#: XXXXXXXXX This correspondence is being sent in response to ******* *******. Thank you for confirming this information. we apologize for the service received at our branch in Rowland Heights. Rest assured, your concerns have been shared with appropriate management for their review and corrective action where deemed necessary. We do not show any additional billing incurred for the Fuel & Service Fee (FSC) on your recent rental and our records show the vehicle was rented and returned with the same amount of fuel. In order to consider a refund, please provide us with a date and time stamped refuel receipt showing refuel of the vehicle before it's return on 06/27/22.

• Initial Complaint

  Date:06/27/2022

  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.

  March 28th-April 1st 2022 $300.84 Hertz Committed to a free rental days I returned a rental on April 1,2022 after having it for 4 days it was the worse experience i have ever had renting a vehicle. The vehicle smelled like wet dog and was not clean inside the doors, dash and console also not clean. I contacted Juan C******** the manager and told him he said he would see if he could find a replacement and was not able to. I advised him that i found multiple locations with available rentals in the area and he stated he was not sure why he couldn't find a place who would give him a car. We had to leave and unfortunately had to take the car as is had to drive with the windows open to Las Vegas and when we tried to switch out the car they wouldn't take it because of the smell, we kept the car and the smell became worse and worse we had to place masks over our faces in the car to try to help cover up the smell and used scented air fresheners to try to mask the smell with no help. when i returned the vehicle i had the Manager Juan C******** come to the car to smell it he was embarrassed and taken back at how bad the smell was and apologized he said he personally picked up the vehicle from the airport the night before we rented it and he did not know it smelled so bad. He told us he was not able to issue us a refund because we had prepaid and said he would give us a voucher for a free 4 day rental to make up for the inconvenience and for us not to worry he gave us a voucher and we decided we would not pursue the matter further. I reached out to him the first week of May and he verified once again over the phone that the voucher was good for 4 days and was told not to worry so once again feeling the situation was going to be taken care of i did not escalate anything. 6/2/2022 i drove down to the location to speak and set up new rental with Juan C******** and was told by Ricardo the new manager that Juan was terminated. contacted Hertz multiple times no resolution

  Business Response

  Date: 08/08/2022

  Business Response /* (1000, 14, 2022/07/15) */ 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. Viewing our records, we have been unable to confirm that further compensation was due and the previously provided compensation was accepted. Please know that we take all customer concerns seriously and I want to thank you for allowing me the opportunity to review and address your concerns and while I understand this is not the outcome you were anticipating; please know this is the final decision on the matter. Future requests to revisit this matter will not be considered. Consumer Response /* (3000, 16, 2022/07/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) A manager working for your company as compensation offered me a free 4 day rental for my inconvenience for having to use a vehicle that smelled so badly I accepted it at the point of returning the vehicle as compensation. I decided at that point I would not take any further action due to the manager providing me with an adequate resolution at that time . I attempted to use the voucher he gave me and was then told it was not for what your representative advised me it would be for . I find it very disconcerting that a company would not honor a voucher given by a manager as compensation for terrible services. I contacted your customer service department and attempted to work out adequate compensation at that time and I was told I would receive $150 towards a future rental, i only received a $50 voucher and was told the other hundred dollars was not approved after a 45 min call with a representative advising me that the amount was approved by management. I believe you need to provide better training for your employees and advise them if they're not able to come up with some kind of adequate resolution not to make up things or tell lies to try to get the customer off the phone. I find your response to my complaint mediocre at best.

• Initial Complaint

  Date:06/27/2022

  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 reserved my rental for June 18th to June 22nd RR XXXXXXXXX. I paid in full Via Priceline. I returned it on my flight home June 22nd. I'm not sure why your system was processed correctly but i got a bill and a charger for almost $400 and then saying i didn't turn it in until June 27th today which is incorrect. This is not okay. It's inflation and the money you're now holding is my gas and grocery money. I have bills and need to feed my family. This is not okay. An she's saying 5-7 days on top of 48 hrs for it to process as if it's just tough luck. So what should i do when i can't feed me or my daughter because of your mistake?

  Business Response

  Date: 07/25/2022

  Business Response /* (1000, 5, 2022/07/08) */ 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 billing errors made on your rental invoice. Our records show you contacted our Customer Service team on 06/27/22 regarding this matter. At this time, they provided assistance with processing a refund of $373.25 to the charge card originally billed. Though we immediately processed the refund, it may take 5-7 business days for the amount to show on your billing statement. This timeline is not determined or controlled by Hertz, but by your financial institution and their refund processing procedures. We apologize for any frustration caused by this timeline and recommend contacting your financial institution for clarification on the full processing time for refund credits. Please be assured this is being thoroughly investigated with our Area Manager at the branch for their review and corrective action where deemed necessary. We are pleased that our Customer Service team was able to provide assistance when you reached out to them. Consumer Response /* (3000, 7, 2022/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello I understand the processing time is up to my bank however they wouldn't have needed to process it had it not been taking out of my account in the first place. This isn't just a it's out of my hands We've done all we can do. It not only messed up my account but it caused me to be late on my car note and made it very hard for me to provide food for me and my daughter. I had to borrow Money. This oh my bad and a $50 voucher isn't enough. It's bad customer service and to pass it off as now it's up to my bank when it was your mistake in the first place is unacceptable. Do you care about your customers? Business Response /* (4000, 9, 2022/07/14) */ BBB Case# XXXXXXXX RA# XXXXXXXXX Thank you for contacting us. We appreciate this opportunity to address your concerns. We care very much for our customers and sincerely apologize for any inconvenience this has caused. I did confirm that a refund in the amount of $373.25 was processed previously and a $50.00 rental certificate was also mailed. Therefore, no further compensation is warranted in this matter. Please know we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.