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: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:06/26/2022

  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.

  Hertz agreement number: HXXXXXXXX January 14, 2022 Alleged amount owed: 1527.92. On January 14, 2022 I took my car into be serviced for damages at insurance provided shop. Requested a rental vehicle for work purposes. Hertz was the choice. The insurance shop said it would only be a few days to repair. I requested additional insurances for 3 days because I was going out of town and it was a nicer car. I told the rep at the desk that I only wanted the insurance for the 3 days. He acknowledged only 3 days, which is reflected in the receipt that I signed for and agreed to. Fast forward February 1, 2022 my bill grew to 1527.92 for the entire length of the rental, I was billed for the additional insurances. My car insurance paid the whole amount of the rental, but the additional insurances were on me. The ones that I didn't ask for. Only 3 days worth. No more than that. I called my insurance, they said they talked to the rep at hertz and he acknowledged I only asked for 3 days. I then called hertz branch manager he stated that he was not going to take responsibility for this issue. That would put us(hertz) at fault, and I'm not going to do that. Also he would have to reprimand the rep that signed me out initially. He also wasn't going to do that. And that I needed to tell them that I only wanted the 3 days, after the completion of those days. So telling them twice. After I had already told the rep with I first rented the vehicle. I then called the corporate hertz office, after several attempts I got someone that understood the situation. She looked into the account and saw that the extended the initial contract portion of additional insurance to the entire time without my permission. After I specifically said ONLY 3 DAYS. Since then I have disputed this amount with my card company, now they can no longer dispute this charge. Because it is over the 60 day period. My insurance has already paid Hertz the amount owed. But they still want more.

  Business Response

  Date: 07/28/2022

  Business Response /* (1000, 9, 2022/07/14) */ BBB Case# XXXXXXXX RA# HXXXXXXXX Thank you for contacting us. We appreciate this opportunity to address your concerns. Since this was an insurance replacement rental, you must contact the rental location directly at XXX-XXX-XXXX since they handle all billing for this rental. Please know 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:06/25/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction: 5/28/2022 to 5/30/2022 Amount of Money Paid: $310.85 Amount of Reservation: $230.70 Commitment to Provide: 2 day car rental Nature of Dispute: As a Hertz Gold Club member for over 10 years my profile declines insurance and prepaid gasoline, consequently upon the return of the car I filled the tank (see receipt attached). At the return of the car, I discovered Hertz had charged me for prepaid gas (see attached). I questioned the charge, but the agent that checked the car in could not help me and I was told there was not a manager on duty to discuss the issue because it was a holiday. Upon my return home I emailed customer service several times explaining the Hertz agent must have changed my profile (without my consent). I asked for an IT investigation that would ultimately prove where the profile changed occurred which would have been by the agent (without my approval). I also contacted the location manager for Hertz Minneapolis who sent me back to customer service. I then asked customer service for a higher level of escalation to upper management. As of this complaint to the BBB, Hertz upper management has never responded. A billing adjustment of $80.15 to my credit card on file is requested.

  Business Response

  Date: 07/21/2022

  Business Response /* (1000, 5, 2022/07/07) */ BBB Case# XXXXXXXX RA# XXXXXXXXX Thank you for contacting us. We appreciate this opportunity to address your concerns. I have confirmed that the Fuel Purchase Option (FPO) was accepted in your rental preferences on your loyalty account, which is why the FPO was added to your rental. If you do not wish to add the FPO to future rentals, please ensure to update your rental preferences. Additionally, as a gesture of goodwill, I have processed a refund of the FPO fee in the amount of $70.61. Please allow 5-7 business days for the 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.

• Initial Complaint

  Date:06/25/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a hertz customer for years. I have had several issues but continued to make exceptions when I needed to rent. Over the past year, I have maintained presidential circle status with them. On almost every single rental, I was overcharged at each rental location. My most recent rental, I redeemed points that I had, I extended my rental and called to speak to someone regarding a mult-month rental since I was renting every month anyway. When I extended the last time, I saw that the rental agreement amount was incorrect and called plus emailed to try to have the billing adjusted. I was recently diagnosed with an illness that distracted me and had me pretty much bedridden, but I was under the impression hertz would be charging me a multi-month as I have a negotiated cdp rate with them. I had some return the vehicle automated calls and was texted by someone regarding the vehicle return and communicated back with them. upon checking my account, I see that hertz has an invoice and charged my card $6700 and said I returned the rental car. I am utterly confused because I know where the car is as I have not been driving it and it is parked. Instead of the monthly rate I assumed I would be charged, they charged my credit card over $3,400 more and none of my emails have received a response. I also see that hertz is charging me weekly for toll charges from over 1 year ago(4/17/2021). These toll charges are in addition to over $500 in convenience fees alone that they charged on tolls for even days that I know I did not use any toll roads. For example, Toll Charges: $192.89, Convenience Fee: $113.05 for 4/17/2021 and they are still charging me over a year later. I redeemed points as a loyal member and they rewarded that by failing to use those points. Randomly charging my card, failing to answer the phone or return emails, overcharging me by $1000s of dollars,charging repossession fees on cars that I walked into the locations and renewed. Please rent somewhere else.

  Business Response

  Date: 07/29/2022

  Business Response /* (1000, 10, 2022/07/14) */ BBB Case# XXXXXXXX RA# XXXXXXXXX Thank you for contacting us. We appreciate this opportunity to address your concerns. I spoke with our Vehicle Control team and they advised the rental vehicle was due on April 29, 2022. They have also called both of your phone numbers on file, mailed letters and sent emails to you. If you still have the rental vehicle, you must return it. Furthermore, PlatePass is responsible for the administration of toll fees. Therefore, you must contact PlatePass directly for all toll-related inquiries by either calling XXX-XXX-XXXX or emailing ***********@PlatePass.com. Please know 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:06/25/2022

  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.

  Reserved a van 2 months in advance and when I got to hertz they told me they didn't have a van. They offered a truck instead. I tried to call them to resolve the issue but they gave me an attitude. I tried to ask if I could drop off the truck at the airport location and they said it would cost me $200+ on top of what I already paid. They refused to take responsibility for not having a van and would not remove the $200 fee to allow me to drop it off at the airport. Calls to customer service resulted in long hold times and transfers to answering machines. I left messages and have not received a response. I was supposed to have a van for this trip and ended up having to spend more money due to not having a van.

  Business Response

  Date: 07/25/2022

  Business Response /* (1000, 5, 2022/07/08) */ 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. We have been unable to locate a rental under your first and last name in our databases. We have also attempted to locate any prior correspondence received by our Customer Service team by your email or phone number provided and have been unable to locate any previous contact. In addition, the attachments provided are unable to be opened by our offices. We would like to make a meaningful investigation into the matter but will need further information to do so. Please provided us with your 9-digit Hertz Rental Record number or 11-digit Hertz Reservation ID number so that we may further review. If the rental is in a different first and last name than your own, please confirm the name of the listed renter and your relationship to them. Consumer Response /* (3000, 7, 2022/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response is unacceptable. The reservation confirmation number is KXXXXXXXXXX. I picked up the vehicle from Hertz Corporation, Seattle, WA, 14333 Aurora Ave N. Ste 3Seattlewa, Seattle, WA 98133. What was the reason they could not open the attachments? If they want to make a meaningful investigation they have all the information they need now. I've provided the confirmation number and location I picked up the vehicle from. 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. I sincerely apologize for the experience you had and the inconvenience caused. As a gesture of goodwill, we will mail you a rental certificate to the address on file, which can be applied towards a future rental. Furthermore, I did confirm that your original rental rates were honored and correctly applied to your billing and the total cost on your reservation matches the total cost on your invoice. 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 /* (4200, 11, 2022/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not wish to engage in any future business with Hertz. I do not want a certificate for a future rental. I had plans with the van I reserved and I had to spend an additional $300 due to not having the van I reserved. Business Response /* (4000, 13, 2022/07/15) */ BBB Case# XXXXXXXX Hertz RA# XXXXXXXXX This correspondence is being sent in response to ****** ******. While we understand our previous response was not the desired outcome, we must advise that our decision and response remain unchanged. We hope you will respect our position on this matter as we consider it having been fully addressed and this matter closed. Further requests to revisit this matter will not be considered.

• Initial Complaint

  Date:06/25/2022

  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 made a rental for a Hertz Vehicle through their "Dealer's Choice" contract that indicated that the dealer would choose any CAR that they had available for me to rent on April 15th. However, before I arrived for pickup, I got a text message saying that the HERTZ company in Austin, TX may not have enough vehicles on the lot for me. Then when I called the Hertz rental directly, they informed me that they would have to give a MOVING TRUCK rather than a typical CAR. This was not what was advertised when I made the decision to purchase the "Dealer Choice" option. I was forced into initially accepting this moving truck because I had arrived late in the evening and the Hertz representative informed me they still had no other vehicles available and that they were closing soon. The fact that I was given a MOVING TRUCK meant that I could not easily drive the vehicle in downtown Austin nor could I park it in the hotel valet parking lot. I ended up driving the MOVING TRUCK to downtown Austin and was forced to illegally park it so that I could check-in to my hotel and leave the MOVING TRUCK overnight nearby. I returned the MOVING TURCK the very next day (less than 24 hours after pickup) and was told that they don't have any vehicles for a substitute. I requested a full refund from the customer service representative over the phone and they said that since I turned it in less than 24 hours they would grant me a refund. However, I still got billed for $123.61 for the full price of renting the vehicle for 3 days... I brought this issue to the attention of HERTZ via phone call and their chat service on April 16th (seen in the chat enclosure). The customer service representatives were unhelpful, so I filed a dispute through AMEX on April 19th and on May 23rd, AMEX concluded their investigation and sided with me that HERTZ provided inaccurate information about their "Dealer's Choice" contract. Despite this resolved dispute HERTZ is still trying to collect on $123.61.

  Business Response

  Date: 08/02/2022

  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 frustration or inconvenience caused by the vehicle provided to you for your rental. Our records show you booked your reservation with Hertz through a third party booking source, Priceline. Please note, all information pertaining to our Vehicle Class's and our Locations is outlined to all third party sites; however, Hertz does not have control over how these sites display the information to mutual customers. With this in mind, we show your confirmed your reservation for a Class A66- Managers Special vehicle. As shown on our website under the vehicle class, customers who choose this option will be provided whatever vehicle made/model the location has available at the time of their reservation. Specific makes, models, passenger seating, luggage capacity, equipment and mileage may vary. The Class A6 guarantees that renters will be provided a vehicle that may carry up to 4 passengers and up to 1 piece of luggage. Having reviewed the details of your rental, we are concerned to see the branch provided you with a Class N4 - Cargo Van for your rental. We have also confirmed the rental was returned within 1 day of rental. Rest assured this is being addressed with our Area Manager in Austin for their full review and corrective action where deemed necessary. With this in mind, we will process a full adjustment of the invoice as a gesture of customer service. As our records indicate the balance was previously disputed with your financial institution and a chargeback processed, our adjustment will not result in an additional credit but rather we will be requesting our Direct Billing team close the invoice seeking payment for the outstanding balance. As we are refunding the full amount of your rental, further compensation is not warranted at this time. Therefore, we must respectfully decline your request for additional monetary compensation. However, we are mailing you a $50.00 Customer Service certificate for use toward a future rental. Consumer Response /* (3000, 7, 2022/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for the response. I concur with making a purchase of a Class A6 vehicle and would have not had an issue with the rental if I received the agreed upon selection of vehicles. I do not believe that a $50 certificate adequately accounts for the time lost trying to dispute this claim. I spent numerous hours on the phone with my bank, HERTZ Billing, and my credit score company to avoid any adverse effects to my credit report due to the admitted fault of the HERTZ team in Austin. A negative credit report would have potentially had an adverse effects on a job I am applying for in the near future. I attempted early on in April to correct this error to no avail, and now it has taken nearly 3 months to fix. I will settle for a counter offer of $800 for the time and resources I had to allocate to avoid further hassling from the Hertz Billing Department and the threat from the Billing Department to have debt collectors harass me for their own error of giving me an unadvertised vehicle. 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. Per our previous correspondence, we must respectfully decline your request for further compensation, beyond what was already issued. 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, 12, 2022/07/19) */ ***Document Attached*** I just received a call from Viking Debt Collection Services at 2:49EST in regards to Hertz' claim that I owe them $123. We have already settle this issue via BBB correspondence and Hertz agreed to stop their Billing Department from contacting me about this payment;however, this harassment continues. I respectfully request that Hertz ceases contacting me in regards to this matter as agreed upon. If I receive another phone call, email, or message requesting payment for this already resolved bill, I will take legal action outside of the BBB process. Business Response /* (4000, 14, 2022/07/22) */ BBB Case# XXXXXXXX RA# XXXXXXXXX Thank you for contacting us. We appreciate this opportunity to address your concerns. As previously advised, we have requested the file be closed. However, as it was moved to outside collections it takes up to 4-6 weeks to process this request with the outside collections agency. Please allow sufficient time to have the file closed.

• Initial Complaint

  Date:06/25/2022

  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 and was quoted a price of 263.83 but was charged 265.33. I contacted Hertz several times but they just give me the run around. I have an email from hertz of the original price that i can provide. I would like my $1.50 back.

  Business Response

  Date: 07/14/2022

  Business Response /* (1000, 9, 2022/07/14) */ BBB Case# XXXXXXXX RA# XXXXXXXXX Thank you for contacting us. We appreciate this opportunity to address your concerns. I have confirmed that the total estimated charge shown on your signed rental agreement is the same amount you were billed for this rental. I have attached a copy of the signed rental agreement for your reference. Therefore, the billing is correct and no refund 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. Consumer Response /* (3000, 12, 2022/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hertz response is not correct. They just confirmed what i was charged. I have the email hertz sent when i made the reservation clearly stating the price of 263.83 - which i provided in my original complaint. I will attach it again. Business Response /* (4000, 14, 2022/07/16) */ BBB Case# XXXXXXXX RA# XXXXXXXXX A review of our records indictates you booked the reservation on 01/25/22 for pick up on 05/22/22. Since you booked the reservation the taxes/fees increased which resulted in the difference. Although the charges are valid, in the interest of customer service I have issued a refund of $1.50 to your credit card. Please allow up to 7 business days for the credit to post to your account. Consumer Response /* (2000, 16, 2022/07/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Hertz decided to live up to their agreement and the original contracted price. They agreed to refund me $1.50. Consumer Response /* (3000, 21, 2022/07/26) */ I have still not received the refund the merchant said they would refund and it has been more than 7 business days. Consumer Response /* (3000, 21, 2022/07/26) */ I have still not received the refund the merchant said they would refund and it has been more than 7 business days. Consumer Response /* (3000, 33, 2022/08/17) */ The business said it would refund the money but it did not Consumer Response /* (3000, 21, 2022/07/26) */ I have still not received the refund the merchant said they would refund and it has been more than 7 business days. Consumer Response /* (3000, 33, 2022/08/17) */ The business said it would refund the money but it did not Business Response /* (4000, 45, 2022/08/30) */ BBB Case# XXXXXXXX RA# XXXXXXXXX This is in response to **** ********, The $1.50 refund cleared our system on July 18th, 2022. An invoice has been sent to your Hotmail.com account. Thank you for contacting us.

• Initial Complaint

  Date:06/24/2022

  Type:Billing 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.

  Tuesday April 26th 2022 Vin# ****************** 2020 Yukon SLT $50750.00 Mike ****** is the Sales Manager and Andrew ******** Sales Person I was Promised in writing via Email and text that issues with the vehicle would be fixed 1. The vehicle wasn't serviced as I was promised, I took it to my local mechanic and Engine air filter was filthy along with the cabin air filter, the oil hadn't been changed, the windshield wiper blades were dry rotted! Many other things that I paid for out of my pocket to replace - Mind you that they advertise 115 point vehicle inspection before leaving their car lot?? 2. What I was promised the rain sensing wipers wouldn't work and the gear shifter lever was broken on the end of the trailer button and the paint clear coating is coming off on the passenger side behind the door between the rear door and back window pillar. After many calls, emails and text.... Mike ****** finally called our local GMC dealership ************ and scheduled an appointment for them to look at the vehicle and give an estimate on fixing the problems with the shifter and rain sensing wipers... I have all of the quotes and dealership recommendations... The dealership ************ explained that while changing several rain sensing sensors in the past they ended up having to replace the windshield due to reprogramming and an issue with communications between the two, that just replacing the sensor wouldn't work.. Well they went a head and ordered the shifter handle and it was replaced as promised, but they are still sitting on the rain sensing wiper sensor and are not willing to fix as promised... Mike ****** Sales Manager has it in writing that he will ensure everything is fixed, well two months later I'm still wasting my time calling them and emailing them with no progress? I want the problems that were promised to be fixed, fixed or Hertz to buy the vehicle back and compensate me for the aftermarket parts I have installed on the Yukon..

  Business Response

  Date: 07/19/2022

  Business Response /* (1000, 14, 2022/07/19) */ BBB CASE#: XXXXXXXX This correspondence is being sent in response to ******* ******. Thank you for allowing us the opportunity to address your concerns. I have reached out directly to our Auto Sales Senior Management team to be directly in contact with you regarding the issues and concerns you have with your recent 2020 Yukon purchase. 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. Business Response /* (4000, 26, 2022/08/15) */ BBB Case: XXXXXXXX This is in response to ******* ******. Upon receipt of your query, we reached out to our Car Sales Management team. Per our discussion and Car Sales rep has been addressing your concerns for several weeks. The vehicle is currently at the GMC Store getting the situations fixed. Our Car sales team will contact your directly once this is fully resolved. Thank you for contacting us.

• Initial Complaint

  Date:06/24/2022

  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 reserved a car with hertz to pick up vehicle on June 9th and return on June 13th. When arriving to get the vehicle they didn't have any available. I was to get a refund and Hertz have not issued my refund of $296. Each time so call they are giving me the runaround. I want my money back! I did not pick up a vehicle and I should not be waiting this long for a refund as if they aren't going to give me my money.

  Business Response

  Date: 07/11/2022

  Consumer Response /* (3000, 9, 2022/07/08) */ They have resolved this issue.

• Initial Complaint

  Date:06/24/2022

  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 prepaid $510.81 for a car rental with Hertz in Las Vegas Harry Reid International Airport from 06/13/22 to 6/18/22, rental record XXXXXXXXX. When I did prepaid online I already declined all the added option so the amount I was charged was $510.81.The lady at the pick up office didn't ask if I want all added but sneak adding without my knowledge. This is a scram business practice which has so many customers complaint in BBB and I am one of them. I was not given a copy of the rental agreement prior to signing and there was no indication any additional charges had been added when I signed. After the vehicle had been returned, I was made aware the agent added LDW , LIS, PAI/PEC and etc in total of $356.84 to my contract without my permission. This is not the first complaint regarding the agent sneak to add additional services. Agents work on commission for these additional services and are incentivized to add charges to customers bills without their knowledge because by the time the customer realizes it ,the company is unwilling to do anything. A contract is not binding if it has been misrepresented by the agent and this scenario should be deemed contract fraud. Other customers at this location have reported the same problem, and it seems at other locations as well. I would like to get the full refund. And this kind of business practice need to stop! From the receipt , if you look at Voucher-1 $510.81 that was the amount I prepaid online to book the car and I already decline all the additional services. If I have been aware of the service added I wouldn't make this complaint.

  Business Response

  Date: 07/26/2022

  Business Response /* (1000, 17, 2022/07/26) */ BBB Complaint #XXXXXXXX RR#XXXXXXXXX This is in response to ******* ********. At Hertz, we aim to provide the highest level of service before, during and after a rental. I appreciate the time you have spent in reporting this to us. Based on my review and Hertz's dedication to customers, I have determined it is appropriate to refund $356.84 to the card on file. 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, 19, 2022/07/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) Refund received. Thank you for response to my complaint.