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

  4100 George J Bean Pkwy Tampa, FL 33607-1402

• 

  Hertz

  PO Box 6001 Huntsville, AL 35813-0001

• 

  Eagle Automotive

  2223 Memorial Pkwy SW Huntsville, AL 35801-5621

• 

  Hertz

  727 Highway 43 S Saraland, AL 36571-3604

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:06/23/2022

  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.

  My flight was diverted due to weather, so I reserved a car from the air. When I got up to the counter, she confirmed that my company waives all insurance on rentals, asked if I wanted a gas option and I told her I wanted the gas option that's paying by the gallon, not a full tank. The drive to my actual airport was about an hour, I had no reason to need a full tank of gas. When she told me the price, it was more than double than my reservation quote. I asked her why, she told me it was a $70 one-way fee. I tried to dispute that, as I rent cars all the time and the one-way charge is always included in the booking price, never added on as a surprise after. She said "you must not have been paying attention." Respectfully, I have to turn in all of my receipts and one-way costs are part of expense planning for my trips, I know exactly what I'm charged. When I got to Denver, I looked at the receipt and I was charged not only LLW, but the "$70 one-way fee" was actually a $70 gas charge, for a full tank, not by the gallon I called to have it corrected, and she told me they would void the LLW but I'm trapped in the gas charge. I was incorrectly charged, and will not be paying for either. I'm fine with paying for the couple gallons of gas they *might* have had to put in, since the drive is just over an hour, but I absolutely never would have paid for a full tank of gas Not only was I misinformed about what I was being charged, she charged me twice incorrectly. She confirmed with me that because of my company I did not need any sort of insurance coverage, yet still charged me for it. She charged me for the wrong gas, and told me the gas charge was a one-way fee I will absolutely not be paying these charges. When I asked to speak to a supervisor about the gas charge, I was told none were available, so I said I was happy to wait, and I was hung up on. I tried calling back, but am unable to get through the phone tree, so not even the LLW has been voided at this time.

  Business Response

  Date: 07/21/2022

  Business Response /* (1000, 9, 2022/07/07) */ BBB CASE#: XXXXXXXX RR#: XXXXXXXXX Thank you for contacting us. We appreciate the opportunity to assist. I apologize for any misunderstanding regarding the optional charges. A review of our records indicates you accepted the prepaid fuel option, which is for a full tank of fuel. in the interest of customer service I have adjusted the fuel charge based on the total miles driven. The refund is $23.49 and will post to your account within 7 business days. 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:06/23/2022

  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.

  Rented a car with Hertz at O'Hare Chicago. Elected for the FPO option, was told I could prepay the gas and would be refunded the gas I didn't use. (At a premium obviously) Returned with 3/4 a tank and charged for a full tank of gas. This is duplictious business tactic by Hertz to charge people for product they never received. How can someone be charged for gas they didn't use? This amounts to the customer donating a free tank of gas to Hertz. If I'm prepaying the gas, but the full amonut charged isnt being used to fuel up the vehicle then its an explicit lie by Hertz and Hertz pockets the difference for a service not rendered.

  Business Response

  Date: 08/01/2022

  Business Response /* (1000, 13, 2022/07/18) */ BBB Complaint #********* This is in response to ******* ********. (FPO) Normally, customers are responsible for returning vehicles with a full tank. Our records indicate you selected the Fuel Purchase Option. This option prepays for refueling upon return, giving the customer the freedom to return the vehicle with as little fuel as possible. With this option, Hertz does not refund or give credit for unused fuel. I regret any misunderstanding of our policy however; the charges have been reviewed and are correct. This was on page 2 of the (SRA) signed rental agreement. Thank you for contacting us.

• 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 reserved a Ford Transit in April for the dates of 6/24-7/15 for 914 I received several confirmations including a confirmation 6/23 at 10 am for the car. At 12 pm, they called me and said they would have to cancel but i could upgrade to another type of car for 2800. I am a teacher. I don't have 2800 dollars to rent a car. They said that was what they could do. They said they would refund my money in 7-10 business days for a car I am supposed to pick up tomorrow. I was very upset and even called the corporate office. They said the same thing. I specifically asked her if she recorded calls and she said yes. I was glad about that. I did not say anything but voiced my anger. They even put me on the not allowed to rent list. They did not uphold their end of the reservation. The guy at the rental place will not even give his name. This sounds like bait and switch. Please also check out Yelp reviews.

  Business Response

  Date: 07/21/2022

  Business Response /* (1000, 5, 2022/07/07) */ BBB Case# XXXXXXXX RES# ************ Thank you for contacting us. We appreciate this opportunity to address your concerns. I sincerely apologize for the experience you had and any inconvenience caused. I have confirmed that a full refund of your prepaid reservation in the amount of $914.28 was processed on June 23, 2022. Please allow 7-10 business days for this refund to post to your account. Additionally, for further assistance regarding your rental privileges, please contact our Suspended Rental Privileges team at XXX-XXX-XXXX. 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:06/22/2022

  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.

  Well I rented a car from hertz at Newark airport on Friday June 17th 2022 at night . When I got into the rental it was dirty not clean as per Covid standards. And it also smelled like smoke and dugs like pot . When I went to the booth to leave I spoke to the person there and explained the issue to the guy he then handed me a paper with the number to call to make a complaint. When I got to the car in the morning I also noticed there was rubber missing from the back windshield wiper and there was no washer fluid in the car . Also I had to get the car washed and clean from my own pocket because it was a weekend and no one was available to take care of my issues until Monday morning . Then I noticed since it was light out there was damage to the car and it look like a old car again not what a rental should look like for the amount of money for the rental . When going back to the airport on Wednesday morning the check engine light came on now . When I get to the rental place I explained the whole thing to them and they stated that I need to call the 800 number and make a complaint. As a paramedic I was so mad due with Covid and other stuff going around the car was not what it should of been so I like to make this noted to everyone they are not up to the CDC guidelines at all and they didn't want to do anything to make it right . I hope the BBB does something about this.

  Business Response

  Date: 07/15/2022

  Business Response /* (1000, 9, 2022/07/15) */ BBB Complaint XXXXXXXX RR XXXXXXXX This is in response to ****** ********. 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. I have put 3000 points into your account which can be used for 2 free rental with Specialty Vehicles (SUV) or 4 free rental days up to a luxury sedan. Thank you for contacting us. Consumer Response /* (2000, 11, 2022/07/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Well they gave me points but let's see what happens when I rent again from them and see if they keep there promise. Consumer Response /* (3000, 16, 2022/08/08) */ Well i went to the hertz to pick up my car on july 29th in the morning . When i got there i had o wait because the people that was working were talking and playing around . When they helped me they gave me a car when i went outside the car was dirty inside and out side i went back into the store and stated that the car was dirty and they are not folowing the CDC guildlines and all . The person stated that he will give me another car when they bought that car around again the outside was dirty so i took it to the carwash myself and paid 20.00 to get it clean . we start to drive to Nashville TN . When i was half way there was a warning light on stated check Eng. Also a break light came on . I called the 800 number to hertz and they stated to bring it to Nashville Airport and change it out and they will make notes . When i got to the airport they didn't know anything about the car and there was no notes the person on the phone name was Sam. So they gave me another car and i finished my trip Thank God . The next day i called to complain about my trip and the manger stated he was sorry and offered my only 750 points i feel that was a slap in my face for all i went thought i could broken down on the highway and got hurt .I would like them to talk to me and offer something more for what happen its only fair as a gold member of the company . Business Response /* (4000, 18, 2022/08/11) */ BBB Case: XXXXXXXX This is I response to ****** ********, I regret any inconvenient you may have experienced, as stated in our previous correspondence this matter as been addressed internally with the appropriate team. Upon receipt of your query, we immediately began investigating your concerns thoroughly. All vehicles are inspected prior to being released and per my discussion with our management team the vehicle was in good condition prior to be released. We have no record that you addressed these concerns with the manager on duty at the location neither do we have record that you were advised to wash the vehicle at your own expense. Warning light indicators are not a sign of imminent danger. With the above in mind we stand by our original decision of 750 points as advised in your previous correspondence. No further compensation is possible, we recommend advising the manager on duty of your concerns or contacting our emergency roadside service team for immediate assistance. While I understand this is not the outcome you were anticipating; we ask that you respect our position on the matter as we consider it having been fully addressed and closed. Thank you for contacting us. Consumer Response /* (4200, 20, 2022/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't think the points is what I should get I should get more for the trouble I had just telling u that now it's a slap in the face .

• Initial Complaint

  Date:06/22/2022

  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 6/1/22 I was sitting in my vehicle waiting for a school bus to let the kids off the bus to continue on with my evening drive when I all of a sudden heard the ringing of the train gates letting down behind me, I look in my rear view mirror to see now what I know to be hertz employee in a hertz rental car speeding up to beat the gates from falling, fortunately she did not get hit by the metra train but unfortunately she did run into the back of my car which lead me to run into the back of the car that was in front of me, all drivers gave all their information except the hertz employee she did not provide any insurance information as stated on the police report ( insurance unknown) I don't know how the police officer let her go off the scene without providing any insurance information or issuing a ticket this has made it difficult to get in touch with her insurance company and it's almost been a whole month and hertz keep giving me the run around I've rented a car as much as I can but I also had to miss work because I'm just can't afford to keep renting cars

  Business Response

  Date: 07/29/2022

  Business Response /* (1000, 9, 2022/07/15) */ BBB Complaint #: XXXXXXXX RR #: unknown This is in response to Priscilla S. Additional information is needed to fully investigate your complaint. Please supply us with the police report, the city and state the accident occurred in or any information pertaining to the accident. Upon receipt we will conduct a full investigation and get back to you. Thank you for contacting us.

• Initial Complaint

  Date:06/22/2022

  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 booked a car rental off of the airport property by mistake. When I called Hertz to see if I could move it, they said that they did not have a car at the airport for me, but that the second location would pick me up from the airport and bring me to the rental location as long as I called when I landed. When I called when I landed, Hertz said that their location does not do this (even though their headquarters assured me they did) and that I needed to take an Uber to the location. I took an uber that costs $79.96 to the location (more than a one-day rental). When I called today to change my drop off location to the airport, they told me that it would cost $432 to do so. That is more than twice the rental cost. I called the location where I rented the car and they told me that I could not return the car to a different location because I had prepaid for the vehicle. They told me that my contract could not be amended (although I had already amended it once.) Each time I have called Hertz, they have given me a different answer and the last time I tried to reach them, they did not answer the phone.

  Business Response

  Date: 08/01/2022

  Business Response /* (1000, 14, 2022/07/18) */ BBB Complaint #XXXXXXXX This is in response to ******* ******* I appreciate the opportunity to view your concerns. When you book a reservation and make any changes you are subject to the fees that may occur. Usually, rental companies charge a return fee, but it depends on the pick-up and drop-off location, date of reservation, car category and more. A good way to know how much the return will cost is to search for the price of the rental returning the car in the same location and with different pick-up and drop-off locations. When booking at a off site location the customer is responsible to provide their own transportation to the rental car facility. However if you want to provide your rental record number off the contract and a copy of your Uber then we would be happy to consider issuing a refund due to the miscommunication of our policy. Thank you for contacting us. Consumer Response /* (3000, 16, 2022/07/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Here is my rental record number: ***********. I have attached the Uber receipts. Thank you for your response to my request. Business Response /* (4000, 18, 2022/07/29) */ BBB Complaint #XXXXXXXX RR#XXXXXXXXX This is in response to ******* *******. Based on my review and Hertz's dedication to customers, I have determined it is appropriate to refund $69.96 for the Uber only as a one time courtesy as you are now aware of our policy. Allow 7-14 business days. 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, 20, 2022/07/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:06/21/2022

  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.

  Terrible experience! Hertz you don't deserve 1 star! You all deserve negative stars! Where do I even begin! Employees are actively practicing fraud, I heard them tell first time car renters that gas fill ups are included with their service. They said "You don't even have to fill up the gas in our cars since it's included with our service." Which it is not! The innocent first time car renters left feeling like they got a deal. There is a charge for prepaid gas! Which they did not disclose the terms and conditions of that feature. They tried telling me the same pitch and I told them that I don't want to pay for the prepaid gas. The Employee then became irate and unprofessional stating that it does come with the service. I told him to keep the prepaid gas off of my bill. We showed up on time but our car wasn't ready and we had to wait 35 minutes for the full make ready of the car. The car had no windshield cleaner and the tires were low on air. This was very inconvenient and dangerous on an 8 hr road trip. We arrived back home later than anticipated and attempted to drop the car off but there was no overnight drop off area for the car as it's on a dealership lot and the dealership locked off the entering area. So guess what we're getting with an additional day and that includes the protection service costs as well. THEN TO TOP THINGS OFF! I WAS ON THE WAY TO RETURN THE CAR THE FOLLOWING DAY, IT WAS SO HOT OUT THAT I STARTED THE CAR AND WENT INSIDE, CAME BACK OUT AND THESE GUYS HAD THE AUTO LOCK FEATURE ON! SO NOW I AM LOCKED OUT OF THE CAR IN THE HOT SUN. I AM NOW WAITING ON HERTz ROAD SIDE ASSISTANCE TO BILL ME AN ADDITIONAL $75 TO OPEN THE CAR DOOR FOR ME TO GET THE KEYS OUT! I'll be filing a BBB complaint!! I want a refund of the full day that we were not able to return the car and a refund of the $75 costs for being locked out!

  Business Response

  Date: 07/22/2022

  Business Response /* (1000, 10, 2022/07/08) */ BBB Complaint#:XXXXXXXX RR #: XXXXXXXXX This is in response to ***** *****. After a thorough review of your account I have come to the determination that there was a delay in closing your rental contract which resulted in an additional day being applied. Based on my review and Hertz's dedication to customers, I have determined it is appropriate to refund ($70.69) for the extra day billed as a courtesy. However, please note the Roadside charge is a valid charge as the car was left unattended. Per your Signed Rental Agreement, you take responsibility for charges incurred during your rental. Thank you for contacting us.

• Initial Complaint

  Date:06/21/2022

  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 Friday, June 17th I arrived at Hertz EWR to pick-up a rental car I had an agreed upon rental contract for. Around 2:30pm I was greeted by an agent at the main desk who directed me to pick-up a Tesla Model Y I had specifically booked in the pick-up bays. After walking out to the bays and waiting for >30 to be received at the gate I was finally greeted by the Gate Attendant. The Gate attendant refused the rent me the vehicle noting that I appeared on the DNR or "Do Not Rent" list and gave me two options to remedy this. 1) Call a provided number, #************ or 2) Pay a significant fee that doubled the cost of the rental. Not wanting to pay this cost I called the #************ number, which provided me with the below recording, "Due to unanticipated circumstances we are unable to answer any calls - please try again later". Undeterred I asked the gate attendant to call over a supervisor who noted that unless they answered this phone call or I paid for a new rental (albeit at a higher price) I would not be able to take the car in that had been contractually rented to me and I was obligated to. Clearly - I was being extorted for more money and to shell out more than the $317 I had originally rented for on a holiday weekend (paid for). A new rental would have been upwards of $700 while the phone number provided continued to go unanswered.

  Business Response

  Date: 08/03/2022

  Business Response /* (1000, 17, 2022/08/03) */ BBB CASE#: XXXXXXXX Hertz RR#: XXXXXXXXX This correspondence is being sent in response to a query made by ******* *******. Thank you for allowing us the opportunity to review your concerns. We apologize for any frustration caused when you were unable to rent a vehicle due to the suspension of your rental privileges. Our records show your rental privileges are suspended due to an unpaid balance on RR# XXXXXXXXX in Newark. Our record show this rental took place from 10/15/22 - 10/22/22. The total charges billed in the amount of $1053.29. On 12/03/22 we received a chargeback of $1053.29 from your financial institution. As the charges were valid based on the rental information in our systems, this balance was moved to our Direct Billing team who attempted to collect on the balance owed. After attempting to collect on the outstanding balance without payment, this balance was moved to our outside collections team, JNR Adjustment Co. This balance must be settled for your rental privileges to be reinstated. They may be contacted at XXX-XXX-XXXX. Business Response /* (1000, 17, 2022/08/03) */ BBB CASE#: XXXXXXXX Hertz RR#: XXXXXXXXX This correspondence is being sent in response to a query made by ******* *******. Thank you for allowing us the opportunity to review your concerns. We apologize for any frustration caused when you were unable to rent a vehicle due to the suspension of your rental privileges. Our records show your rental privileges are suspended due to an unpaid balance on RR# XXXXXXXXX in Newark. Our record show this rental took place from 10/15/22 - 10/22/22. The total charges billed in the amount of $1053.29. On 12/03/22 we received a chargeback of $1053.29 from your financial institution. As the charges were valid based on the rental information in our systems, this balance was moved to our Direct Billing team who attempted to collect on the balance owed. After attempting to collect on the outstanding balance without payment, this balance was moved to our outside collections team, JNR Adjustment Co. This balance must be settled for your rental privileges to be reinstated. They may be contacted at XXX-XXX-XXXX. Consumer Response /* (3000, 23, 2022/08/18) */ Hi, the rental hertz noted I rented - RR#XXXXXXXXX in Newark Airport on 10/15 (Assuming it was 2021 as October 2022 hasn't occurred yet) never occurred. I have reached out to them multiple times and stated I have proof I was not even in the state that day and was nowhere near that location - yet they won't ever let me speak to a real person to resolve this situation! The rental company has instead sent the bill to collections since my credit card company after an investigation fully refunded the $1053.39 charge noting that the rental did not occur by me. All I am asking is to have Hertz Finance reach out to me to clear up to me and check into their cameras at this location to see who rented the vehicle. I have proof I was not there on this day and Have retained counsel to deal with collections. Under no circumstances will I be paying this fraudulent charge to Hertz Rent-A-Car. Business Response /* (4000, 25, 2022/08/24) */ BBB CASE#: XXXXXXXX Hertz RR#: XXXXXXXXX This correspondence is being sent in response to ******* *******. We apologize for any frustration caused; however, our records show a rental took place. If you believe this rental was fraudulently obtained, please file a police report and send a copy of this report to our offices so that we may notify our Fraud team for their full investigation. As you have indicated legal counsel has been retained, we are unable to further discuss this matter directly and must advise all communication be through appropriate legal channels.

• Initial Complaint

  Date:06/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I went to Hertz car sales at 8115 Belair Rd, Baltimore MD XXXXX on 6/18/22 and arrived a little after 9am I was meeting with George Holmack who said he could get us into a good car. We were looking at the 2017 Buick Encore preferred but we weren't really sure if that was the vehicle we wanted to be in. So we walked in and sat down with George he asked did we want to see the Buick he had parked it right out front, we agreed. We went and looked at it and we thought it looked really nice but we wanted to test drive it. Well that's when the issues started. George claimed we would test drive the car in a min so we assumed we were waiting on that so we sat waiting at his desk. The next thing we know George gets up and we see him meeting with another couple and he left us literally for like two hours to tend to them. We got pulled in by John the finance manager he was really nice but we're not sure if he was under the assumption that we test drove the car and we agreed to the terms or what happened. The paperwork was already processed and drawn up with the tags and registration ready for a car that we had not test drove yet! This was my wife's first time buying a car so we did not know the circumstances and they knew that that's why they attempted to scam us. We did sign the paperwork which was a mistake obviously but is also illegal without test driving the vehicle or giving permission to proceed with the terms of the contract. We weren't told we were paying 40k for a car that was listed for 19,000 but only worth 9,000. We were told the car came up to 18,000 and that they took money off. So after all of that was done we were told we had 7 days to bring back the vehicle if anything was wrong with it and George told us " look I know you guys didn't test drive it but people buy cars all the time without test driving them". He claimed the car was in perfect condition as well that was a lie. We drove the car off of the lot and instantly we knew it had issues

  Business Response

  Date: 08/03/2022

  Business Response /* (1000, 14, 2022/07/20) */ BBB CASE#: XXXXXXXX This correspondence is being sent in response to a query made by ****** *********. Thank you for allowing us the opportunity to review your concerns. As your inquiry pertains to a Car Sales matter, we forwarded your concerns to our Corporate Car Sales Management team for their assistance. They have advised that they took the vehicle back and unwound the sales deal on 06/28/22.

• Initial Complaint

  Date:06/21/2022

  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.

  While on vacation, I rented a car on Jane 19-20, 2022. I was provided a Nissan Ultima with a dead battery and only 1/8 tank of gas. I was forced to return from my day trip to the hotel to get another vehicle after getting gas of $80+. I was provided a Buick Encore, with another low gas tank. I had to gas up again for $40+ dollars. The issue cost me money & valuable vacation time I did not have. I called the corporate Hertz and they agreed, but could only provide me with a refund of $86.17, which only covers a portion of all the gas money I spent. They provided me with a phone number of XXX-XXX-XXXX which is an automatic loop. The said I would need to contact the direct location for further discussion. I'm unable to reach them. In addition to the $86.17 amount received, liked the bill adjusted because I didn't get to use the vehicle for the full day paid for. I would like a reduction in price of 50% off or more, since I lost 1/2 of a vacation day which I is priceless to me & my family. Frankly this is unacceptable. Las Vegas was extremely hot, Hertz should be completing daily checks & maintenance on their vehicles.

  Business Response

  Date: 07/20/2022

  Business Response /* (1000, 17, 2022/07/20) */ BBB CASE#: XXXXXXXX Hertz RR#: XXXXXXXXX This correspondence is being sent in response to a query made by ****** *******. Thank you for allowing us the opportunity to review your concerns. Our records show you have been in correspondence with our Customer Service team and they have provided you with two credits in the amounts of $86.17 on 06/21/22 and $76.06 on 06/27/22 for a total refunded amount of $162.23. We are pleased to see they were able to provide assistance and a credit. Please be assured your concerns with your rental experience and the vehicles provided has been shared with appropriate management for their review and corrective action where deemed necessary.