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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  Hertz

  Ontario International Airport Ontario, CA 91761

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  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: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.

• 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: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: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 6/18/22 I went in to SeaTac Int airport Hertz rental booth to pick up my reservation for a Nissan pathfinder 7 seater vehicle reservation #KXXXXXXXXXX. When I got there they refused to give me the rate that I had reserved and upon inspection I think they just started a different reservation. They stated that they had given away the nissan and that they had a Buick enclave which was a 7 seater. The reservation including fees for 6/18/22-6/25/22 was set for $1720.41 with a weekly pay later rate of $1264.80. The rate that they are trying to make me pay is $2023.99 per weekly rate with a total cost of $2974.53 with fees. On top of this, when I asked if I could apply my AAA discount, or my employer discount if they had a comparable with HERTZ gold they stated that AAA and my employer's direct Hertz discount was only 4% and 6% and that the Hertz gold member was 10%. My corporate company discount calls for 25% pay later discount of base rate. They gave me the Hertz discount only and it was only for 4%. I specifically tried to dispute these charges at the desk/ checkout before getting my vehicle and pointed out the discrepancies to the associate but he kept on saying that it was airport charges and there was nothing he could do about it. After several minutes of arguing and going nowhere, spending over 3 hours to get the rental with wait time with the prospect of having my family stranded at the airport I picked the vehicle up.

  Business Response

  Date: 07/22/2022

  Business Response /* (1000, 5, 2022/07/07) */ BBB CASE#: XXXXXXXX Hertz RR#: XXXXXXXXX This is in response to ***** *******, thank you for allowing us the opportunity to review your concerns. We regret any misunderstanding regarding the charges billed for your recent rental with at our Seattle, WA airport location. A review of our records confirms your original reservation was due to be returned on 06/25/2022, however it was returned on 06/26/2022. This resulted in an extra day charged of $434.40. Additionally, there was a charge of $319.92 for Loss Damage Waiver (LDW) that was selected by you at the counter. When the Loss Damage Waiver is accepted and agreed to per your rental contract, the charge is valid. I can confirm your rate from your original reservation of $1264.80 was honored. The remaining charges are airport service fees, and location/area/state taxes. Therefore, the charges are valid. Regarding the AAA and Employer discounts, we would need those CDP codes to further investigate those discounts. Please see the attached copy of your final invoice for your review and records.

• Initial Complaint

  Date:06/23/2022

  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.

  Returned a rental on 8/31/21. Original Price for rental was 599.27 which was applied to my credit card and was told upon returning the vehicle, with a full tank of gas, I would be refunded the gas deposit of 68.86. After returning the vehicle I received a bill dated 09/30/21 for 56.04. I proceeded to try and contact customer support and rectify the issue and have been getting the run around for many months now. I have went through 2 case number XXXXXXXX and XXXXXXXX. I was originally told by support to pay the balance of the invoice in order to escalate the case for a refund. I paid the 56.04 and still haven't received my refund of 124.90 which is the 68.86 fuel purchase plus the 56.04 balance of invoice. Back in 2021, I have talked to someone by the name of Vicktor and he indicated my refund is still being processed and I would obtain it soon. Since then, I have tried to call and get a manager and have been passed on to person to person with them stating refund will be received. Today is 6/23/2022 and still no refund. I'm attaching the documents I have in hand. I would like to obtain my refund for the overcharge of 56.04 and the gas charge of 68.86. See receipt and invoice attached.

  Business Response

  Date: 07/07/2022

  Business Response /* (1000, 10, 2022/07/07) */ BBB CASE#: XXXXXXXX RR#: XXXXXXXXX Thank you for contacting us. Having reviewed your account we don't show any record of a refund being offered. Please provide documentation related to the promised refund. Consumer Response /* (3000, 12, 2022/07/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) This has been an ongoing issue. One person in one department doesn't know what the other person is doing in another. I have supplied case numbers and have confirmation from a Victor ext. **** on case no. XXXXXXXX. I'm guessing the company is going to to be in denial of case numbers, extensions and employees names. What other kind of proof is needed? I have all documents for charges. I will go through all my phone bills, if must be, and show proof I have called multiple times. Business Response /* (4000, 17, 2022/07/20) */ ***Document Attached*** BBB Case: XXXXXXXX RR# XXXXXXXXX This is in response to ******* *****. After a thorough investigation, I can confirm that you contacted our Customer service department on 10/11/21 and spoke with agent Victor. Per the agents notes, he stated you requested a full refund for the Fuel Purchase Option (FPO) of $62.15 that you accepted at the counter. Stating that the vehicle was returned full. As stated in the terms and conditions, customer who accept the fuel purchase option should return the vehicle with as little fuel as possible as we do not refund for unused fuel in the vehicle. By signing the Rental Agreement, you are confirming that you understand and accept the terms and conditions of the agreement. Additionally, our records show that you were quoted a total of $655.04 at the counter. You disputed $56.04 stating that your total charge confirmed was $599.27. Per your Signed Rental Agreement your total charge for the rental is $599.27, therefore a refund for $56.04 is due. Regrettably, we must respectfully decline your request for a refund of the Fuel Purchase option as it was accepted at the time of rent. Attached is a copy of your provided Signed Rental Agreement for your review. Please contact us at XXX-XXX-XXXX with a full credit card number to process the credit of $56.04, please reference case XXXXXXXX. Once the credit card information is received, we will begin the process immediately. While I understand this is not the outcome you were anticipating; we ask that you respect our decision on this matter as we find it having been fully addressed. Please know that we take all customer concerns seriously, please do not hesitate to reach us directly for further inquiries. Thank you for contacting us. Kind regards, Consumer Response /* (4200, 19, 2022/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please review your documentation for mine states different. Fuel Cost was $68.86 and although, my documentation state "You pre purchased a full tank and may return at any fuel level", your clerk explained if returned full, fuel purchase amount would be refunded. Business Response /* (4000, 21, 2022/07/26) */ BBB CASE#: XXXXXXXX RR#: XXXXXXXXX Please be advised the vehicle number was not assigned on the signed rental agreement. When the vehicle was assigned the fuel total changed due to the vehicle having a smaller fuel capacity. In the interest of customer service we will issue a refund of $118.19, which is $56.04 plus $62.15. Please call us at XXX-XXX-XXXX and reference case # XXXXXXXX, provide your full credit card number and expiration date. Consumer Response /* (2000, 28, 2022/08/09) */ (The consumer indicated he/she ACCEPTED the response from the business and wishes to inform the business of this) Called today and gave them a credit card to apply the credit. They indicated 7 to 10 business days for credit to apply. I will wait for credit to apply before closing my case. Consumer Response /* (2000, 28, 2022/08/09) */ (The consumer indicated he/she ACCEPTED the response from the business and wishes to inform the business of this) Called today and gave them a credit card to apply the credit. They indicated 7 to 10 business days for credit to apply. I will wait for credit to apply before closing my case. Consumer Response /* (3000, 34, 2022/08/16) */ Credit still has not been applied as indicated. 5 more business days is what is left from agreement. Business Response /* (4000, 36, 2022/08/17) */ BBB Complaint #XXXXXXXX RR#XXXXXXXXX This is in response to ******* *****. I appreciate the opportunity to review your concerns. I do apologize due to a clerical error there was a delay in processing the refund. The refund should be within 5 business days. See attached receipt. I am sorry for any inconvenience that this has caused and rest assured that we are taking internal measures to prevent this from happening in the future. Thank you for contacting us. Consumer Response /* (4200, 38, 2022/08/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The attached receipt shows the following: " GIFT CERT/COMP CAR RENTALS ". I was advised the amount would be credited back to my card ending in **** and not a gift card. Please credit back to my credit card unless the gift card amount can be transferred to a bank without transaction fees. I will accept credit to my credit card or a check made payable to me. Business Response /* (4000, 40, 2022/08/18) */ BBB Complaint #XXXXXXXX RR#XXXXXXXXX This is in response to ******* *****. The credit was processed to your charge card ending in ******** The verbiage shown is the verbiage applied to the credit to indicate the type of credit in our billing system and not where the credit was processed. In the upper right hand side of the provided invoice confirms the last four digits of the charge card in which the refund was processed. Please allow sufficient time for the credit to show on your billing statement from the processing date. With this in mind, we consider this matter as being fully addressed and closed. Further attempts to revisit this matter will go without response.

• Initial Complaint

  Date:06/23/2022

  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 vehicle on 2.17.2022. Returned it on 2.23.2022 in downtown Cleveland. Called to have the drop off location set to Cleveland. Downtown Cleveland Hertz didn't turn in the car till 3.2.2022. Maxed out my credit. Called to get a refund. They never refunded me and that amount they owe went to collections. Now that it's in collections they won't help me at all. They have no record of this amount in their systems. I want this fixed because they screwed my credit. I'll file a lawsuit if I can't get this fixed

  Business Response

  Date: 08/12/2022

  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 with our Collections team that the balance has been removed from collections. 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, 7, 2022/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I accept the amount being removed from collections, I would like you to confirm that you sent me back the refund for the extra two weeks you charged me for. Also I never got my security deposit back,for retuning the car in perfect condition. also a final receipt for turning in the car so I can confirm it with my credit card. Because of this mistake my credit is maxed out and your call centers haven't been able to help me. If you can do this for me then I will accept the conditions. Thank you. Business Response /* (4000, 15, 2022/07/29) */ ***Document Attached*** BBB Case# XXXXXXXX RA# XXXXXXXXX This is in response to ***** ******, thank you for allowing me to revisit your concerns. According to our records your collection claim was closed, along with your driving privileges having been restored and a refund of $811.11 created to return to the account used to pay for the rental. The breakdown for the refund calculation is as follows: Total Invoice:$2037.52 Total Rejected: $465.02 Amount of Corrected Rental Amount:$761.39 Amount of Refund: $811.11 Please allow 15 business days for the reflection of the credit on the account used to pay for the rental. I want to again take this time to apologize for the experience you recounted as it is not representative of your expectations, nor the impression we aim to leave with you. I want to assure you that we take your concerns seriously. It is our sincere hope that this gesture is accepted as an effort to restore your faith in our brand. We hope to continue to serve your future rental needs. Kind Regards.

• Initial Complaint

  Date:06/23/2022

  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.

  I reserved a car on 6-22 and they took the money out of my account only to tell me 6-23 they can't give me the car cause I didn't have a credit card (even though they already took my money) and I would not get the monies back for 10 days. I have a funeral and now I'm out money and a way.

  Business Response

  Date: 07/26/2022

  Business Response /* (1000, 5, 2022/07/07) */ BBB Case# XXXXXXXX RES# KXXXXXXXXXX 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. I have processed a full refund of the prepaid reservation in the amount of $184.29. Please allow 7-10 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. Consumer Response /* (3000, 7, 2022/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) It has already been 2 weeks. I've been dealing with this for 2 weeks now. Well over 10 business days and this should have been resolved. I need my money back. I have kids to feed. Business Response /* (4000, 9, 2022/07/14) */ BBB Case#: XXXXXXXX Hertz RES#: KXXXXXXXXXX This correspondence is being sent in response to Letitia Q. We apologize for any frustration caused; however, as previously advised the refund was processed on 07/07/22. It will take up to 7-10 business days from that date to show on your billing statement. We are unable to expedite this process as it is determined by your financial institution. Consumer Response /* (3000, 12, 2022/07/22) */ There is still no refund in my account. We contacted the company again and they said it was never processed nor approved. This is not right and is theft at this point. This needs to be resolved. Business Response /* (4000, 14, 2022/07/26) */ BBB Case#: XXXXXXXX Hertz RES#: KXXXXXXXXXX This correspondence is being sent in response to Letitia Q. Please find attached a copy of the refund invoice showing the full credit of $184.29 processed to your charge card ending in xx-6452. For further assistance in when this amount will be reflected on your billing statement, please reach out to your financial institution for assistance as they will determine the processing times of the credit. Consumer Response /* (2000, 16, 2022/07/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) It just hit my card. Although I had to call in again myself and also have my fiance call. Will never recommend this company near ohio

• Initial Complaint

  Date:06/23/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a reservation for pickup at Atlanta airport on 6/22. Upon arrival I went to the gold board and followed the directions to go get my car. I found a car and got yelled at because the car didn't work and the lady told me to get in line. I told her I was presidents circle and I get to skip the line and she said everyone in the line is presidents circle and we don't have any cars. I've waited an hour now and no car!!! It is 90 degrees outside and when I called customer service they told me that I didn't have to wait for gold that I could go To presidents circle. I got out of line and walked over there and told that I couldn't get one of those cars because they all don't work: you mean to tell me that several dozen cars don't work!!!! I lost my spot in line and now I am at the end of the line with no car in sight!!! Every other car rental place is closed!!!

  Business Response

  Date: 08/01/2022

  Business Response /* (1000, 12, 2022/07/12) */ BBB CASE#: ******** Hertz RA#: ********* This correspondence is being sent in response to ***** **********. Thank you for allowing us the opportunity to address your concerns. I sincerely apologize for any misunderstanding and inconvenience you may have experienced with your rental vehicle from our Atlanta, GA airport location. I appreciate the time you have spent in reporting this to us. I apologize for the condition of the rental you received; this is concerning to us as well due to the high standards of cleanliness we stand by as a brand. All Hertz vehicles are to be properly cleaned, serviced, and in good mechanical condition before being released for rental. We always want to provide quality vehicles to our customers and certainly appreciate you letting us know of your experience. Your comments have been forwarded to the Area Manager for internal review and any corrective action deemed necessary. A review of our records confirms the vehicle was picked up on 06/23/2022 and the first call to our Emergency Roadside Service team was on 06/26/2022. Additionally, the vehicle was driven 1471 miles. However, as a gesture of customer service I have issued a 40% credit on your rental in the amount of $273.79, and another credit of $127.12 for the fuel. These credits were processed back to the credit card on your account ending in 9693. Please allow 7-14 business days for processing. 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, 14, 2022/07/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) While I do appreciate the "gesture" of refunding me 40^% and the fuel, I am disappointed that it took this long for you to respond to my complaint. I have asked numerous times for the manager of the Atlanta Airport location to contact me and that has yet to happen. I feel like an apology is still needed. I also would like to point out that I arrived to pick up my car on 6/22 and due to not cars being available I did not get it until 6/23. I also know that this is not a one time issue because I was unaware that Hertz owned Thrifty so I made a reservation through Thrifty for July 8-10th in Oakland, CA airport. I was unable to get the rental car that I pre-paid for because once again Hertz/Thrifty rented more cars then they had available. There were 2 dozen people in front of me waiting for cars and I had a 2.5 year old I was told it would be 3-4 hours before they had a car. I ended up going with Fox Rental Car who had me on my way in a few minutes with EXCELLENT customer service I might add. I made sure to cancel my upcoming reservations until this matter is resolved and a formal apology and a plan of action is made so that this stops occuring to myself and other customers. I don't feel that I am a valued presidents circle member. Business Response /* (4000, 16, 2022/07/15) */ BBB Case #:******** Hertz RR#: ********* This correspondence is being sent in response to a query made by ***** **********. We regret any frustration caused by the delay in receiving a response. The travel industry at large is experiencing high demand in travel. These circumstances have provided strain on our typical customer experience as well as facing shortages in vehicle availability from the manufacturer. Please be assured we remain committed to providing more fleet availability and we apologize for any inconvenience or frustration caused. We have shared your concerns with the Area Manager at the branch for their review and corrective action where deemed necessary. Please know we appreciate you being a President Circle member with us and bringing this to our attention so we may improve our customer service experience. Thank you for choosing Hertz. Consumer Response /* (4200, 18, 2022/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) You are missing the point and skating around the issue. I don't appreciate you blaming others for a situation that you caused. You are the ones that are renting more cars than you have available. If you do not have vehicles available you need to say that you are sold out and stop taking reservations. That is great that you have shared my concerns with the managers of Atlanta. But again you are missing the point I want a phone call a personal apology from them. That is something I have yet to receive.

• Initial Complaint

  Date:06/23/2022

  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 made a reservation for a vehicle rental which I paid in full prior to my arrival. Due to a flight delay, I was unable to pickup the vehicle until the day after the reservation but the company assured me that I was good within 24 hours. When I get to the desk at hertz, the rep tells me that they are sold out of all their vehicles and that she would see what they had for me (I fully paid for a car for the week). They continued to try to upset me on a QX80 for an extra $400 which I rejected. I was able to get a car for no extra money but somehow, even after I had said no to insurance and fuel coverage, they charged my card an additional $500 (there was no screen that showed what I was signing for and apparently my signing makes this final). I called that night to resolve and a rep assured me, that since "the charge was not consistent with my reservation", that they would be able to issue a refund upon return of the vehicle. Upon return of the vehicle, I was met with an unfriendly rep that had no concern for why I was there and stressed. Luckily someone else came out to help me and assured me that they saw the note in the system and that I would be getting a refund. Forward to today! I'm on the phone now with the second rep for the day and they cannot help me with my issue. They are requesting for me to mail a receipt for the gas (I returned the vehicle with a full tank of gas) and that I fortunately they cannot reverse charges since I signed. This company's practices are predatory, slick, and unapologetic. They do everything they can to snake their way out of even talking to you. You have to go through a maze of options to even speak to someone. I just want the extra $500 to be refunded. I never asked for any of those things.

  Business Response

  Date: 08/01/2022

  Business Response /* (1000, 13, 2022/07/18) */ BBB Complaint #XXXXXXXX RR#XXXXXXXXX This is in response to ******* ***. I appreciate the opportunity to review your concerns regarding your recent rental with us. Rest assured, your concerns will be addressed with appropriate management for their review and corrective action where deemed necessary. A refund was issued on 6.23.22 in the amount of $412.53 but with further review there is another adjustment made of $106.05 that was issued 7.18.22 for the taxes leaving a total of $518.58 refunded. Allow 7-10 business days. Thank you for contacting us.

• Initial Complaint

  Date:06/23/2022

  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'm not sure which office is the headquarters for Hertz Car Rental, so please share this with the appropriate office. The problem arose with Hertz in Ireland. I rented a car with Hertz in Ireland, through Brendan Vacations which actually made the booking. The car was rented from 6/14-6/21. Upon returning the car to the airport in Dublin, I was charged for damage that I did NOT do (small scratch to the front driver's wheel) in the amount of just under $300. Their own pre-inspection photos (which were not sent to me until after I had left the rental facility in downtown Dublin) did NOT show that the wheel was not damaged before I rented it. I received an email from a Hertz agent in Ireland asking me to reply with details on my problem with the rental, and the email did not work. I then sent an email to customer service for Hertz in Ireland, and soon was charged an additional $506 with NO explanation of the reason for the additional charges. Hertz is clearly making bogus damage claims to cover their normal wear and tear on their vehicles, perhaps believing that foreigners will not bother with what they consider "small" amounts.

  Business Response

  Date: 07/25/2022

  Business Response /* (1000, 10, 2022/07/11) */ BBB CASE#: XXXXXXXX RR#: XXXXXXXXX Below is the response provided by the Ireland Claims team. Thank you for contacting Hertz Ireland concerning your recent rental with us. Please rest assured the points raised in your letter have been noted. However, our position remains unchanged. Our records indicate at the beginning of rental you opted for our Supercover (SC) thereby reducing your financial responsibility for accidental damage to nil. However, as stated on your Rental Record SC does not cover damage to wheels, tyres, fuel contamination or keys. Kindly note, it is your responsibility to fully inspect the vehicle prior to leaving the rental location. By accepting the vehicle you confirm that the rental vehicle is in the condition indicated in the Vehicle Pre-Inspection Form and you accept liability for any further damage to or loss of the vehicle, howsoever occurring. In addition, we have completed an audit trail and confirm we have no record of the disputed damage prior to your rental period. As you are aware following your return the Hertz representative noted damage to offside front alloy wheel and your account was debited EUR285.00 using the Vehicle Assessment Matrix at the end of hire in accordance with the terms and conditions of rental. Following a review of the case file, we are satisfied the charges are in order as detailed in the itemised repair bill, therefore no adjustment is due. We are aware this is not the outcome you had hoped for, nonetheless we only intend to recover our reasonable losses in this case. Please find all necessary documentation attached (10 Page PDF Document) supporting our decision in this matter. Thank you for the opportunity to review same. Consumer Response /* (3000, 12, 2022/07/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) For one thing, the pre-inspection form is not processed until AfTER leaving the rental office!!! It was emailed and therefore not received until the next day! Secondly, a charge of 285 euro does not equate to $506+ US! Business Response /* (4000, 14, 2022/07/15) */ BBB CASE#: XXXXXXXX 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. Please refer to the necessary documentation attached supporting our decision on this matter. Our decision remains unchanged in this case. 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.