Complaints

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

close

Find a Location

Hertz has 2069 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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 Corporation

  2300 N Airport Blvd Springfield, MO 65802-7536

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/04/2024

  Type:Product 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 in ******* ****** and returned the car with the tank fully filled on April 8, 2024. I was later charged $176.58 for 16 gallons of fuel. On April 8, 2024, I disputed the charge ************************************ with documents and photos showing that I filled the gas right before the return. ****************, an OKC ******** Services Administrator, responded that an adjustment was due but apologized as the rental charges weren't yet available in the system. He advised me to reply to the email for an update after 1-3 business days. Later, I have sent emails three times for the refund - April 12, 18, and 26. However, they never replied nor refunded the fuel fee.RR# *********.

  Business Response

  Date: 05/09/2024

  BBB Case # ********
  RR# or Res#: ********************* is in response to ***** *************.
  
  In review of our records, we were not able to locate your fuel receipt. Please send us a copy of your fuel receipt in PDF form to *************************************************** and include your rental agreement number for review to confirm a refund.
  
  Thank you for contacting us. 
  
  

  Customer Answer

  Date: 05/11/2024

   
  Complaint: 21667250
  
  I am rejecting this response because:

  I previously emailed copies of all required documents to ********************************* using my email address ******************* I received a response from Hertz representative that my claim was reviewed and verified for a refund - see the attached. However, the email also mentioned a delay in processing the refund due to rental charges not yet being available in the billing system. While I understand the potential delay, but since then, I haven't heard from them for a month. I sent three additional emails, but I had no reply since then.

  The reason I am reaching BBB is that they haven't actually refunded me and they did not answer my emails three times after they promised me to give me the refund. If I click accept button here, I will go through the same process again - sending several emails and have no responses. And I won't be able to get help from BBB again.

  Sincerely,
  
  ***** *************

  Business Response

  Date: 05/16/2024

  Complaint ID ********
  ********************** Agreement Number 114585413
  
  This is in response to ***** *************.
  
  After review of our records I am unable to locate a receipt. Please provide us with a receipt so we may further investigate this matter as our records indicate this vehicle was returned with a fuel level of 20%. Therefore the fuel charge is a valid charge.
  
  Thank you for contacting us.

  Customer Answer

  Date: 05/18/2024

   
  Complaint: 21667250

  I am rejecting this response.
  

  1. Proof of Gas Payment: I attached four screenshots of photos and payment records. I took a photo of the tag of my sunglasses that I purchased during the trip while fueling. The photo shows the gas pump location (***************************************************************) and time (Apr 8, 19:51). I paid $77.43 for premium oil - the ***** car needed an octane level higher than 89. When I returned my car to the Hertz parking lot (Apr 8, 20:07), two staff members helped me (one male and one female). They walked around the car to check damages, checked dashboards, and said I am good to go. They did not mention the gas. And later, I learned that I was charged for 16 gallons of fuel via email.

  2. As a loyal Hertz Gold Member, I am deeply disappointed to be facing this situation again, particularly since I already submitted evidence to ********************************** They acknowledged the error and confirmed a refund would be issued.
  

  3. Moreover, this is very disappointing that this happened in the first place. Your response mentioned the car being returned with a 20% fuel tank reading. Could you please provide supporting evidence, such as a photo of the empty tank gauge, to substantiate this claim? The lack of transparency in this matter is particularly disheartening. The staff members inspected the car IN FRONT OF ME, didn't mention the gas level, let me leave, and then charged the fuel afterwards without evidence. This process seems designed to exploit a system that allows charges to be added after a customer has left the premises.

  Sincerely,
  ***** *************

  Business Response

  Date: 05/24/2024

  BBB Complaint: 21667250
  Rental Agreement Number 114585413
  
  This is in response to ***** *************,
  
  We appreciate you reaching out and sharing your concerns and rental experience with us.
  I understand your dissatisfied and have rejected our previous response. Hertz is committed to ensuring that all inquiries are thoroughly reviewed, and after further review and investigation I was unable to find any supporting documentation submitted to Hertz.
  While we are sympathetic to your situation, we respectfully decline your refund request. However, if you are able to provide supporting documentation, we will be more than happy to review and reconsider. You can send your supporting documentation to ***************************************************

  
  Best Regards,

  Customer Answer

  Date: 05/31/2024

   
  Complaint: 21667250
  
  I am rejecting this response because:

  First of all, I included a copy of the email from Hertz acknowledging that a refund is owed to me. Hertz agreed that they owe me a refund but has not issued the payment. THAT is the issue going on through bbb.org. This is NOT about whether the refund is valid or not.

  Second, I have previously sent several documents and photos that clearly show my fuel payment:
  

  - ******** Hertz Receipt redacted.pdf"
  - ******** ************* Charge - Hertz Rental (******* ******).pdf"

  Despite this, your message states, "I was unable to find any supporting documentation submitted to Hertz." Based on this statement, it seems Hertz did not review my previous reply properly.

  Now, Hertz is suddenly stating that the refund req uest is declined. This makes me feel like my concerns are being dismissed, and responses are being sent without proper consideration.

  Please review the attached documents again. I expect Hertz to honor their initial agreement and process the refund promptly.
  

  Sincerely,
  
  ***** *************

  Business Response

  Date: 07/12/2024

  BBB Case 21667250

  Rental Record 114585413

  This is in response ***** *************,

  I apologize for the confusion concerning the refund. A refund in the amount of $176.58 was processed today. It should post on the billed credit card within the next 7 business days. 

  Thank you for contacting us. 

   

• Initial Complaint

  Date:05/04/2024

  Type:Product 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.

  Poor cutsomer service

  Business Response

  Date: 05/08/2024

  Complaint ID: ********

   

  We would like the opportunity to respond to your message, but we are having difficulties locating your reservation/rental; please provide the following information: 1. Reservation confirmation number or rental agreement/record number. 2. Name of primary renter. 3.Location of rental (city/state). Once we have the updated information we will be glad to assist you.

  Customer Answer

  Date: 05/16/2024

   
  Complaint: 21667042
  
  
  Please see attached:

  Business Response

  Date: 06/04/2024

  BBB Complaint: 21667042

  Reservation number K8481522792 booked under *************

  This is in response to ************************* complaint. We do take complaint matters seriously. Your complaint was sent to a manager over that rental office. The information we received is the complaint was sent to our legal for guidance in the handling of the situation. If they have not responded back as of now. They have not resolved this matter, but will follow up with you.

  Thank you for contacting us.

• Initial Complaint

  Date:05/04/2024

  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.

  My first overcharge came in August, 2023 when I rented a Tesla from your ****************** location and I got standed because I was unaware that the vehicle did not have a charging cord in the car for me to charge it overnight. When I spoke with the local manager (African American male) he informed me the corporate office would have to make the adjustments. I contacted the 800 number, the representative(*****) informed me that someone would contact me to adjust the charges. It is 6 months later and no adjustment has been made. My last rental was for the period of Sept 1-Sept 7, 2023 (invoice included, I booked it through AAA). I contacted Hertz letting them know that I would be returning the rental a week later. The representative I spoke with (female supervisor who told me she was covering for the day)informed me the same weekly rate would apply. I returned the vehicle on 15th at the ************ location where I picked the vehicle up from just as I informed them. When I left I asked the representative to please email my receipt because they were short staffed and I was heading to the airport. A few months later, I receive a notification from my credit card company stating my card was past due (my card is on automatic payments). When I question Captial One, they informed me that Hertz charged my card $2102.57 for the rental. Not only was this charge inaccurate, it put my account in an overdraft which I am now being charged $35 per month for. I contacted Hertz and they claimed they can't do anything about it because they can't see invoices over 6 months old. If they dealt with the matter when I contacted customer services 3 months ago, they could've. Now I am stuck with an overcharged bill of ******* plus my credit card company charges me because my card went over limit.

  Business Response

  Date: 05/14/2024

  Complaint ID ********
  
  This is in response to ***********************.
  
  I regret the inconvenience this matter has caused you. We were not present for the conversation between yourself and our representative, we must rely on documentation available. In accordance with the Signed Rental Agreement the customer is responsible for any charges incurred during the rental contract.
  
  Our customers are responsible for maintaining the charge with our Electrical Vehicles, and some locations have removed the charging cord, due to excessive theft of our charging cords. With the above in mind the charges billed on this rental are valid and no adjustments are warranted.
  
  Thank you for allowing me to address your concerns.

  Customer Answer

  Date: 05/14/2024

   
  Complaint: 21665385
  
  I am rejecting this response because:
  

  My initial contract which shows a weekly rental of $255. had to be extended because my vehicle was totaled. I contacted Hertz' corporate office and the local office who assured my I will be charged the weekly rate for the next 3 weeks. Sadly to say, when I returned the vehicle,  1st it wasn't logged in on the day I returned it and 2nd, the representative charged me the monthly rate and then told me to take it up with corporate.  This location has had several complaints of this nature and if there was an issue with the weekly rate, I would have returned the vehicle and rebooked it. Unfortunately I had an issue with the ****************** location as well when the electric vehicle I had couldn't be charged overnight because there was no cord causing my nephew to be stranded until assistance arrived. Hertz has done a terrible job communicating with me and now my credit card is overdrafted because of the charge and I'm paying overdraft charges as a result. I am looking for Hertz to offer a reasonable refund as a result.
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/29/2024

  BBB Case 21665385
  
  
  This is in response to ***********************, 
  
  
  Regrettably, we can't reconstruct any verbal conversation that took place at the location. The rental charges will stand. 
  
  
  Thank you for contacting us. 

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21665385
  
  I am rejecting this response because:

  Hertz  company has not even made an effort to offer some type of settlement.  For the company to totally disregard my concern is very unprofessional and disappointing.  I would like for the BBB to report them and if you look at the complaints that continue to come from customers,  it speaks for itself.  

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/06/2024

  Complaint ID ********
  
  This is in response to ***********************.
  
  We are not required to keep charging cords inside our vehicles. There are charging stations available that are accessible to customers to charge vehicles. Similar to gas vehicles.
  
  Thank you for allowing me to further address your concerns.

  Customer Answer

  Date: 06/26/2024

   
  Complaint: 21665385
  
  I am rejecting this response because:

  I am not satisfied with the outcome of the complaint. Hertz has taken no responsibility for their actions and I will further advance this to my legal team to take further action. I am also disappointed that the BBB did not offer any suggestions to the business to make this compliant fair to both consumer and business.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/03/2024

  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 an auto rental reservation (*********** - see attached) for May 2, 2024 at Hertz Car Rental Company at 5110 North Tryon Street, Charlotte, NC. When I arrived there to pick up the rental, the employee at the desk said he did not have a car for me and had three SUV’s I could choose from with a price increase of $40 to $80 per day. I refused because he had about 12 cars on the lot that would fit the description of a large sedan. In my conversation with him about the rental and my refusal, he said he was doing what he was told to do. I believe that, because the employee that handled my reservation is not the manager of that location. The manager has not been there when I come in to rent for a long time but he knows what the employee is doing and no one is correcting him. They are continuing and probably like he said, someone is telling him what to do. Someone made a decision not to rent a car to me according to my reservation choice. Before, the same man said it was because I give bad reviews. Hertz has a car rental business, but their business practices are very bad and they seem like they are refusing to change that. They had been spraying very bad smelling toxic chemicals in the cars I picked up which was probably ruining the cars. The smell would be horrible and I would try my best to limit my exposure, but I knew what he was doing, but I do not know why, but I thought someone had asked them to use a chemical attack on me. I will be 73 years old at the end of the month and had to get Uber to bring me close to the bus stop to come to pick up the car and coming back I had to get Uber to bring me home from near the bus stop, which cost me $13.10 total.

  Business Response

  Date: 05/15/2024

  Complaint ID: ********

  Res#: ***********

   

  I apologize for your experience. The location management has advised for each of your rentals they have ensured they are providing their best service as you have made several complaints in the past regarding your experiences. You are correct, Hertz is in the business of renting cars so there is no reason to deny you a rental.  While we are unable to substantiate what occurred, in the interest of customer service I have applied 1,900 points to your Hertz Gold account. We respectfully decline your request for reimbursement of your Uber cost. 

  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:05/03/2024

  Type:Product 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.

  *****, iste talebinizi ifade eden *** rnek:Dear Hertz Customer Service,I hope this message finds you well. I am writing to express my concern and dissatisfaction regarding additional charges levied by Hertz in relation to speeding fines incurred during my recent car rental in **********Upon renting a car from Hertz in *********, I was issued several speeding fines during the rental period. However, I was surprised to discover that Hertz imposed an additional fee of ***** for each speeding fine, totaling 162 for five fines. I was not informed of this additional charge at the time of rental, nor did I find any mention of it in the rental agreement.As a loyal customer of **********************, I find this practice to be unfair and unacceptable. I believe that customers should be fully informed of any potential charges associated with their rental, and such charges should be transparently outlined in the rental agreement.Therefore, I kindly request a refund of the 162 in additional fees that were imposed without prior notification or agreement. I trust that Hertz will address this matter promptly and provide a satisfactory resolution.I appreciate your attention to this issue and look forward to your prompt response.Sincerely,

  Business Response

  Date: 05/08/2024

  Complaint ID: ********

  RR#: 399140383

   

  Please be advised during the reservation booking process the terms and conditions state an administration charge of 32.50 (including tax) per traffic fine will apply to all rentals. This information is in the terms and conditions of hertz.com during the booking process. The link is below.

  hertz.com/rentacar/reservation/policy/policy-detail/enGB/AMST50/FINES

   

• Initial Complaint

  Date:05/03/2024

  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.

  Rental Record ********* Rented vehicle on 4/17 from *********** Did not prepay fuel. Quoted RENTAL with taxes and facility charges was $318.22 (see documentation)Filled tank of gas up at ****** on Aviation pkwy at 8:24 AM (see documentation)Returned car on 4/21 at approximately 8:30 AM Asked for receipt from rental agent and was told I must go inside to get receipt. I did not do that. Received receipt via email at 8:41 AM Amount on receipt was $579.16 (see documentation)I was charged $179.33 for fuel even though the car was clearly returned fuel and the agent agreed. This is fraud. Additionally, taxes and fees were quoted incorrectly on the rental results in additional $82 of charges. This were never disclosed. This is a deception tactic in order to get individuals to rent cars from Hertz instead of competitors. I Immediately emailed hertz at ********************************* on 4/21. I emailed a picture of receipt and documentation. No response to email. Called on 4/25 and learned that it is actually not possible to talk to someone on the phone about a billing issue. I called again and said my car broke down so that someone would talk to me. I waited 30+ minutes on hold. **************** told me that I sent my receipt to the wrong email and that I actually needed to send it to ******************************************** (even though their phone system says to send gas disputes to *********************************). I sent an email to the new addresss on 4/25 (case number ********). I was told someone would give me a response in 1-3 days. I received a response on 5/3 that I needed to provide a receipt (which I already did). At this point, I have spent a considerate amount of time trying to get this corrected. Next steps are BBB and disputing with my credit card company. This is fraud.

  Business Response

  Date: 05/22/2024

  BBB Case 21664918
  RR No: 120333732
  
  This is a response to *****************************
  
  I have received confirmation that a refund of $228.34 has been issued to the card on file on 05/13. Please allow up to 5 business days for the funds to post to your account if they have not already.
  
  Thank you for contacting us.

• Initial Complaint

  Date:05/03/2024

  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.

  Today,5/3/24, I made a car rental reservation at an agreed rate of $882, and called the location 2 hours prior to ask if my car would be available to pick up early, they said it was and I could come in. At which point I dropped only personal vehicle at a collision center for repair, walked to hertz, and was told they had nothing in the class of vehicle i reserved, and they "had to upcharge me according to corporate policy" and ended up charging my card for DOUBLE the agreed rate, at $1707.00 for a car that is basically the same size as what I reserved for $882... I was without a vehicle, without other options, having been told by a person AT THAT LOCATION my car was ready, and I was bait and switched.. they didnt even honor a AAA or Military discount, despite being eligible for both.. This was the last time I will ever use hertz, and I feel like legal action is necessary..

  Business Response

  Date: 05/14/2024

  Complaint ID ********
  
  This is in response to ***************************.
  
  I regret the inconvenience this matter has caused you. Our local management makes every attempt to provide our customers with a vehicle they booked for;however, during our peak season this may not be possible. Whilst we do state that a vehicle from the class booked will be available, regrettably, we cannot guarantee a specific make or model. When booking a reservation whether this is booked online, through our app, over the phone or with a third-party vendor.This process is not a legally binding contract. I understand you were advised prior to pick up that the vehicle would be available, however, on rare occasions, unforeseen situations arise that are beyond the branches control.This is usually caused by late returns, extended rentals, damaged vehicles etc.
  
  The amounts you are referring too are authorization holds. When a rental is completed, Hertz submits the rental charges to the appropriate financial institution for payment.
  
  Thank you for allowing me to address your concerns.

  Customer Answer

  Date: 05/14/2024

   
  Complaint: 21664491
  
  I am rejecting this response because: I specifically called your local before I arrived, asked the employee if my car was available and if there would be any problem if I picked it up, or if it would cost sxtra to arrive ~90min before my reserved pickup, since it was scheduled for closing time(and I did not want to inconvenience the employees by making them stay late) and she told me "Your vehicle is available and ready for you, there will be no extra charges if you pivk it up now, come on in!" I was LIED to on the phone, told incorrect information which is the ONLY reason I dropped my car at a repair shop, which is the ONLY reason I was left with no option at 4:30 pm on a friday, with no other car rental places open long enough for me to have any other options.. Your employee negligence/lies are the only reason I was forced to accept a rental for almost $400 over the reservation agreement. That is bait and switch, and if you will not fix the bill to reflect the reservation I was guaranteed on the phone just before pickup was available to me, I will have my attorney settle this.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/23/2024

  BBB Case 21664491
  Rental Record 
  
  
  This is in response to ***************************, 
  
  
  According to the screenshot you provided, the vehicle is not due back until 5-31-24. The rental does not appear in the billing system until after the vehicle is returned. At the time of return you still have the opportunity to have the location review your charges. Also, it is best to return the vehicle at the same time you rented it. Otherwise, an early pick up and late drop off can incur additional hour or day charges. 
  
  
  Thank you for contacting us. 
  
  

  Customer Answer

  Date: 05/23/2024

   
  Complaint: 21664491
  
  I am rejecting this response because:

  I

  1.personally called that location

  2.spoke with someone who looked up my reservation

  3.asked if my vehicle was available and was Redy for pickup

  4. Confirmed the reservation price would not be changed

  5. A worker at that exact location confirmed my vehicle WAS ready, urged me to come in early and pick it up, and told me the rental agreement price wouldnbe honored.

  Only upon those steps did I drop my car off at an autobody shop, on a friday afternoon, and WALK tonthe hertz where they told me NOTHING inwas told on the phone was true and they charged my card DOUBLE the rental agreement price. ($1700 vs ~$880)  500 ofnwhichbwas a gold for a "debit card" despite me telling the associate to run my card as a credit card, and him not listening..

  With it being 4:30pn in a friday, i had no other options for a rental, and i could no longer pick up my car from the auto shop, so I was FORCED to take their bait and switched rate.

   

   furthermore. As a military veteran, they never gave me a military discount in person, and their website would not let me add the discount..

   

  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/03/2024

  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.

  On March 11th, we were provided with a rental car at Pro Masters Hail and Collision Repair Shop while out car was in the shop for repairs. It was rented to us by Hertz H83746272. The transaction was very scattered and unorganized at best, but they provided us pictures of the rental car and sent me on my way. Many of the days that we drove the car, it was cold so AC was not needed. On days where AC was needed, it didn't work very well so we utilized the windows, assuming it needed to be recharged or was just not as good as we were used to in our own vehicle. I returned the rental 20 days later on 4/1. Hertz claims that they attempted to call me twice and left 2 voicemails. I get both text and audio for voicemails, neither were recieved. The email received was responded to right away stating we had no incident to report, AC did not work when we drove the car, and we did not incur any damage. I did not receive anything further until Hertz called 2x back to back. I called back right away and was told that they would send to appeals which would take approx 1 week. Nothing further has been heard from hertz but they did file a claim to my insurance without my consent after I asked about the appeal. My insurance attempted to resolve with hertz and they refused to communicate with them. I am asking that this damage to the car (that could have happened at any time during the winter months when AC was not used, was not checked prior to renting the vehicle to us, and there is no specific proof that we incurred the damage) be removed from my bill. I am happy to pay the rate for driving the vehicle but not for the bogus damage claim.

  Business Response

  Date: 05/21/2024

  Complaint ID ******** 
  Rental Agreement Number H83746272 
  
  This is in response to *******************. 
  
  I regret the inconvenience this matter has caused you. In receipt of your query, I contacted management in our ************************ to help conduct a thorough internal investigation of your damage claim.  
  
  I have been advised that this claim is valid. Please review the attached Vehicle Incident Report for your record. 
  
  I appreciate you allowing me the opportunity to address your concerns. 

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21664150
  
  I am rejecting this response because: there is no way that I am paying damages for something that we did not do. If we had hit something, or dented something, absolutely. But in this case, Hertz is not wanting to pay for regular maintenance on their vehicles and is fraudulently pinning it on whatever customer happens to drive the car next. Being that we rented the car in early spring, the air conditioner probably had not been used for several months. Therefore, it could easily have been damaged by a Hertz driver themselves, or another renter in the many colder months prior. Part of our time with the vehicle, it was cold and the ** was not used, the remainder of the time, the ** worked sub par at best. There was no incident to report as we did not incur any damage on the vehicle and the ** was not up to par upon rental to us. I am very disappointed that HERTZ is living up to the stories you hear about shady car rental companies and their fraudulent claim practices. Again, I am happy to pay what we owe for driving the vehicle, however, I will not be paying the damages. I will pursue this further including ensuring that my local farmers agency, my local shop who rented the car to me, my husband who is an insurance adjuster and any others who will hear me know about this so that they can make their rental decisions accordingly. I will also be putting those out on social media on both my personal and business pages to spread the word if not resolved. We will also not use HERTZ for any future rental needs. If sent to collections we will dispute with the collections agency and take legal action if needed. I hope that HERTZ decides to do the right thing and take customer service seriously. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 05/31/2024

  Complaint ID ******** 
  Rental Agreement Number H83746272 
  
  This is in response to *******************. 
  
  After further review and consideration I have followed up with management over our claims team to have this claim closed. I have been advised that this claim is closed. We will not be pursuing this claim going forward.
  
  Thank you for contacting us.

  Customer Answer

  Date: 05/31/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:05/03/2024

  Type:Product 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 4/30/2024 I paid via credit car for a car rental at Hertz (not a third party). I immediately received their confirmation number K8444582430. I also received several texts from Hertz to remind me of the pick up day. Three days later, on the day of pick-up, I received a text from Hertz saying no cars were available. I presumed it was a scam of some sort. I went to the rental site 4 hours before pick up to make sure. I sadly learned it was not a scam--or the sort I thought it was-- but apparently their business model. They just canceled my confirmation and took my money (according to my bank record). They told me I shouldn't feel bad because 10 other people were canceled--that day alone! At the counter, they offered no help whatsoever, even though I had just a few hours before "confirmed" pick up time. I phoned Hertz customer service. They said that since I used a debit card, they were not obligated to provide service. Where did it say that? However, my bank account says the money was withdrawn. Ironically, the confirmation says that If I cancel within 24 hours, I would owe Hertz $100. Shouldn't they do they same at the very least? Hertz corporate customer service manager (***) offered to shop around ************ to find me a Hertz car. If I had several days to drive the perimeter of the city, it might have been an option, but it is not an option on the very day I am to pick up the car, a day in which I am working, and will leave the next morning. I believe this is extremely poor business practice. Took the money. No service. No apologies. No remorse. Nothing. I subsequently contacted my bank to dispute the payment.

  Business Response

  Date: 05/07/2024

  Complaint ID: ********

  Res#: K8444582430

   

  I sincerely apologize for the inconvenience experienced when we were unable to provide a vehicle for your reservation. Although our reservation system is designed to provide a vehicle at the time and place requested, situations can sometimes develop that prevent us from honoring a reservation. Normally our inventory of vehicles is more than enough to meet confirmed reservations; however, on occasion, customers do not return vehicles as expected, and the resulting shortages cannot be overcome immediately.

  I have issued a refund for the prepaid charge of $186.70. Please allow up to 7 business days for the refund to post to your account. We respectfully decline your request for an additional refund of $100.00 as it's not warranted. 

  Customer Answer

  Date: 05/09/2024

   
  Complaint: 21663940
  
  I am rejecting this response because: If the situation were reversed and I had not honored the terms of the written confirmation because "an occasional circumstance in my life had made it impossible for me to honor it" ( as Hertz responds above), Hertz would most certainly have penalized me the $100.  And out of honor, I would have paid it.  Period. But Hertz's unwillingness to take responsibility for its very poor business dealings is clear indication that a penalty to them is most certainly warranted.  You have treated me, my time, my plans, my ability to make alternative arrangements as an acceptable throw-away.  Indeed, that a total of ten other individual confirmations--at this tiny Greenwood location alone!--were also not honored sounds to me as if more of a class-action ruling is warranted. How often is it happening at other Hertz locations?   Each of us eleven should receive the $100. 

  Hertz is behaving with the business callousness of recent airlines who canceled at whim--or for lack of enough profit-- but at the expense of their customers' time and effort.    Please take a look at what the ********** of ************** is studying about such poor airline business planning.

  Clearly, Hertz's business plan is to make as much profit as possible (and that is a fine thing of course as it is what you are supposed to do), but I know well that with profits also must come unavoidable losses ...e.g. "loss of inventory," or "Food going past its safe date." When I asked the Hertz dealer is the huge lot of cars would all be gone by 4:30, he answered that, no, some would not be ready, and others were for Uber.  Why is this not on your rental website?  Without notice, Hertz has corporately decided that the unavoidable losses to their profit should come out of their customers' time.  **********************' plans for us to be their toss-aways so that they don't lose profit.   

  I insist that the $100 penalty be levied against Hertz.

   

  
  Sincerely,
  
  ******************

  Business Response

  Date: 05/14/2024

  BBB Complaint: 21663940
  Res ID: ***********

  This is in response to ******************. Thank you for allowing me to assist with these concerns.

  I do apologize you have found our previous response unsatisfactory. As stated previously on rare occasions, unforeseen situations may arise that result in a shortage of vehicle availability. We remain committed to providing more fleet availability. I do apologize for the inconvenience this has caused and any plans this has affected. Your feedback is appreciated on this matter.

  However, as the refund of the prepaid charge of $186.70 has been issued we deem no further adjustments necessary for this matter. I understand this is not the desired outcome, but we do stand firm on this decision.

  
  

  Customer Answer

  Date: 05/17/2024

   
  Complaint: 21663940
  
  I am rejecting this response because:  Thank you for your polite letter.  It is not you with whom I am so disappointed, but the new business methods of your old, once respected company.  So I reject because:

      1.  Your company has not responded to the fact that not just myself, but a total of eleven confirmations were ignored that single day.  Is there something Hertz wants to hide?

      2.  That I and the ten others had our confirmations disregarded, not because "rare occasions, unforeseen situations may arise that result in a shortage of vehicle availability," but because that Hertz site's dealings with UBER?!  How on earth is that a "rare and unforeseen situation" as you repeatedly cut and paste?  Did an UBER rep sneak up that morning and steal eleven cars?   How are business dealings unforeseen?

     3. That your company has not responded to the fact that, according to the same confirmation, I would be charged $100 if I had canceled within 24 hours...yet you don't have to?

     I understand well that authentic  "rare occasions, unforeseen situations may arise that result in a shortage of vehicle availability."   e.g. snowstorms.  A bridge into the city falling.  Vandalism.  A pandemic.   However UBER partnerships or folks keeping their cars longer than contracted (which surely occurs at a similar percentage across your industry and are foreseeable) are not "rare and unforeseen."     So forgive my frankness, but such a cut-and-paste line as " "rare occasions, unforeseen situations may arise that result in a shortage of vehicle availability....We are committed...we care...blah,blah" is just a  now-too-common soundbite for the camera, so that for a moment, you can dodge behaving in good faith.

  Here is my compromise:   I see from my bank records that the original payment was either returned by you, or it is restored by the bank to whom I complained.  As to the fine of $100, for which in good faith, you are absolutely liable:

     A. Instead of $100 to me personally, (in the name of compromise) pay a fine of $50 for your stealing of our time and for flagrant bad faith to our confirmations...to all eleven of us.

    B. And that total fine of $550 will be donated to an IRS approved 501c3 , non-political not-for-profit, a women's shelter or a homeless shelter.  This should help your next camera soundbite should it become necessary

  OR   if your management's abject fear of setting a financial precedence for paying a fine for their flagrant bad faith business--and if it is not regular bad faith business,  then why would they be so fearful of precedence? So

     i. cease business with UBER and individuals using the same fleet of cars;  You are double dipping at customers' expense;

   

  OR

      On your website rental pages, in large, clear print (as you report that an in-terminal rental goes more quickly than a remote one), you will similarly write "This payment and confirmation does not mean any car will be available for you at your confirmed pick up time."   I wish to see multiple examples of this before the complaint is closed.

     Your management may choose which of the three compromises.
  
  Sincerely,
  
  ******************

• Initial Complaint

  Date:05/03/2024

  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.

  My son, *****************************************, who is an adult college student in **, received a Hertz rental through our Car ******** ***************** after his car was hit by another driver. Mapfre contracts with Hertz for its substitute transportation rental partner and this was why we engaged with Hertz via Mapfre. At the time that he checked out the car, Hertz attempted to add additional charges beyond the fully covered rental, and it required his intervention to alter the Branch's effort to overcharge us and for them to review their OWN policy with Mapre. The vehicle he received as had been noted by Hertz already had many areas of damage that had not been repaired. There were no incidents and no accidents during the period that the vehicle was in my son's care. He returned the car last Thursday afternoon, April 25th, and the Hertz representative confirmed that the car was all set, had been returned in proper order, and was fully accepted. However, 24 hours later, the branch issued this: Record "H32303143" - Notice Of Accident, arguing that additional new points of damage had been incurred while the car was in our possession and that we were responsible to file a damage report. This retroactive claim by the Hertz branch is false. The branch then began to issue various unexplained charges to our credit card company, which we have contested. We are requested Hertz to re-confirm that no charges are owed, and to rescind its previous false assertions and false charges.

  Business Response

  Date: 05/10/2024

  Complaint ID ********
  
  This is in response to ***************************
  
  Due to confidentiality purposes could you please have the primary renter reach out to us regarding his concerns so we may further discuss this matter.
  
  Thank you for contacting us,

  Customer Answer

  Date: 05/11/2024

   
  Complaint: 21663607
  
  I am rejecting this response because it is obfuscatory and inaccurate. This was substitute transportation was arranged by our insurance, Mapfre Commerce of MA, which contracts directly with Hertz. I am the primary policy holder. Additionally, both my son and I have already tried to reach out to Hertz multiple times over multiple false charges. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/16/2024

  Complaint ID ********
  ********************** Agreement Number H32303143
  
  This is in response to ***************************.
  
  I regret the inconvenience this matter has caused you. After review of our records, I have refunded the clean fee of $50.00 as a gesture of our goodwill.
  
  Thank you for allowing me to address your concerns.

  Customer Answer

  Date: 05/17/2024

   
  Complaint: 21663607
  
  While we appreciate Hertz refunding a fee which it should never have billed to a personal credit card in the first place under the terms of the insurance policy and rental, this response is not the remedy we have requested and is not satisfactory. The response to the Amex dispute of the aforementioned fee indicated that Hertzs DC branch issued this charge, and that only it could reverse it. Clearly, this is not the case, and this immediate reversal by Hertz upon appealing the Amex dispute resolution does not provide reassurance of ethical business practices by Hertz; it seems that Hertz was hoping this fraudulent charge, among others, would go unnoticed and unchallenged.
  
  It is shocking that Hertz corporate refuses to review and be accountable for the fraudulent conduct of its wholly owned branches, in this case, the DC branch, which has launched and continues to launch multiple false charges and false communications, even though the rental return was 100% accepted and we were assured by employees that there would be NO further charges.
  
  To date, there have been two false charges against our Amex card: one for tolls, and another for cleaning costs. Hertz legal counsel ought to review the terms of its own agreement with ************************** AMEX has now investigated both charges and determined them to be falseeven though the Hertz corporation still further threatened to pursue these false charges anyway through its credit collection service, and its intent to refuse a chargeback." 
  
  Turning now to the issue which is at root of this Better Business Bureau complaint: the branch also tried to falsely claim, after the fully accepted car return, that the car, (which was already extensively damaged at time of rental) incurred additional damage that we will be billed for.
  
  This is a fraudulent assertionno accident or incident of any sort occurred during the rental. The above response by Hertz to refund the fraudulent cleaning fee does nothing to address Hertzs false claims of damage to the vehicle or provide assurance that further fraudulent charges for this falsely alleged damage will not be forthcoming.
  
  The remedy from Hertz to resolve this BBB issue is simple: written assurance that this matter is 100% resolved, Hertz takes full responsibility, will issue no further charges related to this rental either to Amex or by engagement of its collection agencies.
  
  The two actions below are required for satisfactory resolution of this dispute:
  1. An acknowledgement by Hertz corporate that there will be no further charges of any kind on this Mapfre Commerce substitution rental.
  2. Explicit, documented direction to the DC branch that they are to cease pursuit of any future charges on this rental. Given the DC branchs documented history of rogue, unethically issued charges on this rental agreement, such direction is clearly exigent.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/05/2024

  Complaint ID: ********

  RR#: H32303143

   

  I apologize for any inconvenience. Upon receipt of your inquiry, we immediately reached out to our ***************** Offices for their further review and assistance. We have since received their response and confirmation that the damage claim is being closed at this time and you will not be held liable for the damage claim. With this in mind, you should not receive any further correspondence related to this matter.

  In regards to future charges, please be advised the only charges that you would still be responsible for would be any driving violations that we would receive from the local authorities as stated in the terms and conditions of the rental agreement. 

  Customer Answer

  Date: 06/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I do want to note that prior to this satsifactory resolution, Hertz and its DC branch on ****************************************************** fell far short of the customer care and reliability that we expected, and this stressful issue has taken a good deal of our time to resolve. 
  
  Sincerely,
  
  ***************************