Business Profile

Auto Rentals and Leasing

Hertz

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Important information

Customer Complaint:
Hertz requests and BBB recommends that if you have any complaints or concerns, please contact Hertz's Executive Customer Service Team at [email protected] or (239) 301-7000 prior to contacting BBB.

The customer experience information and complaint history provided in this BBB Business Profile reflects Hertz's worldwide operations. BBB Serving West Florida services all customer complaints and reviews for Hertz and its locations throughout the world.

Complaints

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

Customer Complaints Summary

7,225 total complaints in the last 3 years.
2,178 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:05/01/2024
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 30th appoximatly 9:55 pm I get a know on my door. A uber/lift driver backed into my car in front of my house.(Ben Shirber ************. He said that Hertz rent a car was provided to him to drive for uber/lift...I have a claim number through Hertz #*** 805 87. I get the run around evertime i call them. They keep saying they will send my request to the back office. They are waiting on claim person ect. This has been going on for over a month now.I just want my car fixed. I took a picture of the car and lic plate of the hertz rent a car who ran into me.
Business Response
Date: 06/11/2024
BBB Case 21651669
This is in response to *******************,
Your request was sent to our ****************** They have emailed you direct for additional information.
Thank you for contacting us.
Customer Answer
Date: 06/12/2024

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:05/01/2024
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 am writing to address the collection activity concerning an outstanding balance with Hertz Rentals. It has come to my attention that there are discrepancies in the invoices provided by Hertz, resulting in an erroneous charge.Beginning in January 2023, the vehicle was undergoing repairs at ******* Automotive, and as a result, I utilized Hertz Rentals for temporary transportation through ********************** I made timely payments for the services rendered, as evidenced by the attached copies of the itemized invoices. However, several weeks later, I received additional charges from Hertz, which lacked an itemized statement and failed to justify the additional billing.In an attempt to resolve the matter, I contacted Hertz customer service via their ***** number, but unfortunately, they were unable to provide clarification regarding the newly issued invoices. Furthermore, I personally reached out to our local Hertz rental office, where I explained the situation and requested assistance in retrieving my vehicle from the repair shop. Despite assurances from the local office, my vehicle remained at the repair shop for an extended period, resulting in another unjustified invoice for additional rental days.Subsequent attempts to rectify the situation with Hertz proved futile, as neither local nor corporate representatives were able to provide assistance or resolution to the matter. Despite my efforts to engage with multiple parties within the organization, I was met with a lack of accountability and an inability to address the discrepancies in billing.Enclosed are copies of the four invoices pertaining to my transactions with Hertz, which clearly demonstrate the inconsistencies and unjustified charges that have led to this unfortunate situation. I am diligently working to resolve this matter.Sincerely, ?***************************??HRP?
Business Response
Date: 05/03/2024
BBB Complaint: 21651303
RA: H23772615 and H24842215
This is in response to *********************. Thank you for contacting us regarding this matter.
I apologize for the inconvenience this has caused and any confusion regarding these charges. Upon further investigation into these charges, we have found that they are for Telsa supercharging fees. These are in the amounts of $204.05 and $323.63. When you charge at a Tesla network station, the cost is added to your Hertz bill to pay after you return the car. Whatever charges you incur at Teslas network charging station, we pass through directly to the credit card you used to rent your EV. We do not charge any additional fees beyond what ***** charges outright. With this in mind, the charges owed are correct.
I appreciate the opportunity to assist in this matter.
Customer Answer
Date: 05/03/2024

Complaint: 21651303

I am rejecting this response because:
I would like an itemized bill for each charge made please. I cant justify this much charging in the Tesla when I work 8 miles from my home.
Date and location and $ amount

Thank you

Sincerely,

*********************
Business Response
Date: 05/09/2024
BBB Case 21651303
RR No: H23772615 and H24842215

This is a response to *********************

Due to these rentals being over 6 months old, our billing systems can no longer access the billing details. Therefore, I am unable to provide the Tesla receipts. Please note our systems can only review billing issues for 6 months and we only hold invoices for 2 years.

Thank you for contacting us.
Customer Answer
Date: 05/09/2024

Complaint: 21651303

I am rejecting this response because:

Sincerely,

*********************
Initial Complaint
Date:05/01/2024
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.
My record number is *********. My ticket number is **********. I picked up my vehicle from ************ Hertz on ********* on April 18, 2024. The vehicle I received was completely smoked out. I could not breathe in it. I drove to the ******************** because I knew the size vehicle I rented is not common at smaller locations. They refused to exchange me although I had a ticket number and claim number with Hertz. The representative even came out to the car to se how bad it was and agreed that the vehicle was bad. They made me go back to the orginal location. They did not have any other vehicle in my size class so they tried to do an additional treatment. It only helped for a few minutes and it was back to square one. I even have a picture of the buckle that looked like it was burnt. We tried to go in with our trip because we were traveling to ******* for a business event. We were no running behind trying to get a solution. The car was so bad it triggered my asthma. My husband was coughing a lot. Our other business partners were also coughing as well. I called to get another solution. We were passing by Baltimore airport so wanted to see if we could get our car switched there. The representative told me I could not and when I asked to speak with a a supervisor, he put me on hold and came back telling me with the supervisor said. I decided to end the call and call again. The second represented told me that the previous one was incorrect and set it up for me to get my vehicle switched at ******************. This entire situation delayed our trip for a total of 2-3 hours. After coming back, I reached out to request a refund for my trouble on 4/23/2024 and have not heard back yet. They said the wait time was 3-5 business days but I waited longer and still nothing. I would like a refund. With this type of service, I will not rent with Hertz anymore. I have included pictures of the seat belt buckle that looked burnt.
Business Response
Date: 05/03/2024
Complaint ID ********
********************** Agreement Number 120596044

This is in response to ***************************.

I truly regret the bad smoke odder that was in your ***************************************. All our vehicles should be properly cleaned, serviced,and in good mechanical condition before being released for rental. The condition of the vehicle you received is a concern to us and will be investigated internally. We always want to provide quality vehicles to our customers and certainly appreciate your letting us know of your experience. It is mandatory that all our vehicles undergo a 35-point inspection prior to being placed on the lot for rental. This feedback has been provided to our location Maintenance Manager for review and corrective action.

I have added 500 loyalty points into your gold loyalty account as a gesture of our goodwill. Once again, I sincerely regret the inconvenience this matter has caused you and thank you for allowing me to address your concerns.
Customer Answer
Date: 05/03/2024

Complaint: 21651013

I am rejecting this response because:
I do not want points, I requested a refund. You can take the points back. Points are not going to give me back the time wasted. Also, the representatives were not consistent with their responses when I called. I dont believe that I want to continue to use Hertz.

Sincerely,

***************************
Business Response
Date: 05/10/2024
Complaint ID: ********
********************** RR#: 120596044
This correspondence is being sent in response to ***************************.
We appreciate the previously response was not the desired resolution or outcome. We show a vehicle exchange did take place on your contract on 04/18 which was the date of rental. The vehicle was kept for the full duration of your rental period through 04/22. Therefore, we must respectfully decline your request for a refund of your rental charges. However, we understand the initial vehicle condition as well as the exchange caused an inconvenience and disruption to your travel plans. We show in addition to the 500 points provided in our previous response, you accepted ***** points from our **************** team on 04/23 when you contacted their offices regarding these concerns. While this is consider fair compensation, as a gesture of customer service we are refunding 1 ********************** day at this time. The refund of $61.49 has been processed to your charge card at this time but will take up to 5-7 business days for the credited amount to show on your billing statement.
Customer Answer
Date: 05/14/2024

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:05/01/2024
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 rented a vehicle on Friday 4/26/2024 and returned it on Saturday 4/27/2024 at 12:30pm the employee that was washing cars told me to put the keys in the return box the other employee was inside and they also pointed me to the drop box
Business Response
Date: 05/08/2024
BBB Complaint#********
RR# *********
This is in response to *****************************
We appreciate you reaching out and allowing us the opportunity to address your concern. Hertz thoroughly reviews every customer's inquiry and after I have corrected your invoice to reflect 1 rental day, and a refund of $93.72 has been issued at this time. Please allow 3-5 business days for processing.
Initial Complaint
Date:05/01/2024
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.
4/1/2024 I reserved a car in the *************** (IAH) Hertz for a 4/8 trip. On 4/7 I had a family emergency, and was unable to make the trip; my wife and son were still going. I attempted to contact Hertz and modify the rental; there was no way to do so from their website. All phone numbers I could find led to unattended voicemail boxes, which informed me that I could not leave a message, and try back later. My wife and son arrived at the counter in ******* and stood in line for 90 minutes. They were then shunted out of the line and given another number to call, which also led to an unattended voicemail. They were left stranded and had to call a family member for a ride.On 4/9 I tried to contact Hertz via e-mail and received an auto-reply but no other response. On 4/11 I found another e-mail (************************************************************************ and requested a refund. On 4/15 I received a reply promising a refund within 7-10 business days. 11 days have elapsed and no refund has been issued. I have filed a dispute with my credit card company.
Business Response
Date: 05/03/2024
Complaint ID: ********
********************** RR#: K8150239353
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 inconvenience caused to you when your wife was unable to pick-up the reservation under your first and last name. During the booking process, customers are required to accept the terms & conditions which state that the named renter on the reservation must be the same person to pick-up the rental vehicle. They must have a valid drivers license and the same charge card used at the time of booking, in order to retrieve the vehicle. Unfortunately, our locations are unable to transfer a reservation into another persons name in the absence of the customer listed on the booking.
We understand a customers travel plans can change and that is why our Worldwide Reservations team is available 24 hours, 7 days to offer assistance. In these instances, if a renter is unable to travel to meet their scheduled pick-up date, our team can assist with cancelling the reservation and booking a new reservation under another renters name. We regret if there were any troubles with processing this cancellation and rebooking.
With this in mind, we can confirm a refund was input from our **************** team for a full refund of your prepayment on 04/15/24. Though input on this date, there was a delay in when the credit was fully processed due to a system error. This delay has been brought to the attention of proper management to ensure it is internally addressed. In the meantime, the credited amount has been pushed through and will show on your billing statement within 5-7 business days. We sincerely apologize for any frustration caused by this delay.

Customer Answer
Date: 05/06/2024

Better Business Bureau:

Thank you for your help and your response; I'll watch my credit card for the refund.
Initial Complaint
Date:05/01/2024
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.
Our reservation with HERTZ made months ago.Called prior to reservation 3x and they said they had adjusted our rate so instead of 1562USD, it would be total 967CAD. Each time updated invoice sent, it didn't reflect new rate. They told me, it's adjusted on our end so just discuss when you pick up car.When we picked up, rate was original rate. They told me adjust when you return car and call us.I called and emailed. They didn't adjust.I called again and they told me certainly I would receive a refund for 587USD to my CC. This was 2 weeks ago. Nothing yet.
Business Response
Date: 05/02/2024
Complaint ID: ********
RR#: 100310011

We sincerely regret any misunderstanding concerning the rate charged on your rental. Under the contract agreement with ********************** Infinite, contract rates are available at participating locations worldwide. These rates are not guaranteed and are subject to change, thus, the current contract rate on file will be applied at the time of rental. This information is available by calling our Hertz Worldwide ******************* or by contacting your company Travel Department.We have verified the correct rate, based on the contract rate applicable at the time of the rental, was applied and an adjustment is not warranted.

Customer Answer
Date: 05/02/2024

Complaint: 21650540

I am rejecting this response because:

I made multiple phone calls prior to the rental under which they told me a different rate. Each time they told me the rate had been adjusted but the email didnt confirm it. They assured me it would be correct at check in. Even after the rental, I called and was told they would adjust the rate and it was never adjusted. I would have rented elsewhere, with a much cheaper rate, had I not been guaranteed the rates in the original message.
Sincerely,

*******************
Business Response
Date: 05/08/2024
BBB Case 21650540
Rental Agreement 22060102

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

After March 8th call review, your rate has been adjusted to $679.96 for the week and extra day at $97.23. This rate is in USD as quoted. Your new total for the rental is $1106.40. You can expect to see a refund in the amount of $456.33 post on the billed credit card within the next 7 business days.

Thank you for contacting us.

Customer Answer
Date: 05/15/2024

Complaint: 21650540

I am rejecting this response because:
I was quoted an original price of $967 Canadian for the entire trip. (719 weekly rate and 90 for extra day). This was from ******* on March 8 at 3:20pm
Later I called and was told I would be refunded $587 USD.
My cc has been charged for $1562. 73 USD ($2235.69 CAD)
I expect a refund for:
$2235.69-$967= $1268 Canadian ($932 USD).
I expect a refund on my cc for $932 USD.

Sincerely,

*******************
Customer Answer
Date: 05/20/2024

Complaint: 21650540

I am rejecting this response because:

We still have not received any form of refund from Hertz.

I believe we should have a refund of 811USD which is difference of $1562usd we were charged and what they quoted which is $711usd ($967cad).

They told me in april they would refund $587usd and this was never received. How they are quoting a refund of $487usd.
No refund has been received to date. Please do not close the date until a refund that is commiserate with company acting in good faith is received.

Hertz needs to teach its employees that they cannot quote rates that cannot be followed through on.

Meera

Business Response
Date: 05/24/2024
Complaint ID ********
********************** Agreement Number 100310011

This is in response to *******************

I regret the inconvenience this matter has caused you. After review of our records I am showing you were billed the correct weekly rate of $981.71, nothing in our records indicate that an adjustment is warranted.Please provide me with any proof/documentation that supports your claim, so we may further review this matter. If you are unable to provide any documentation,we do consider this matter fully addressed and closed.

I appreciate you allowing me the opportunity to address your concerns.
Customer Answer
Date: 05/28/2024

Complaint: 21650540

I am rejecting this response because:
On march 8 at 3:20pm with *******, I was quoted a weekly rate of $719 canadian. This equals about $527 USD weekly. I was offered a refund by hertz over the phone and also better business bureau. Unfortunately, offering a refund doesnt result in anything getting processed. Until a refund of at least $587 USD is processed and received, we cannot close this file.

Sincerely,

*******************
Business Response
Date: 06/06/2024
BBB Case:21650540
Rental Agreement:100310011

This is in response to *******************.
I apologize that you have found our previous response unsatisfactory. Upon further review of this matter, we have found a refund of $587.54 to be valid. I have issued this back to the card on file and can assure you this will be processed. Please allow 5-7 business days for this to reflect.
I do apologize for the inconvenience and time this has taken. Thank you for contacting us.
Customer Answer
Date: 06/06/2024

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. However please do not close the file until we have received the refund. We have been offered a refund twice before but it has never been processed.

Sincerely,

*******************
Initial Complaint
Date:05/01/2024
Type:Order 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.
Rental confirmation #K8082232128 Booked 3/25/24 $313 Pick up 4/1/24 0200am Case #s ******** & ******** After booking received call from Hertz for confirmation of flight details and reservation- provided information and Hertz never documented. Arrived to pick up rental to find out Hertz is closed at 0200am so I was stranded with kids at airport. Paid $89.87 plus $13.48 tip to Uber to hotel. Paid $27.87 plus $4.33 tip to get back to airport when Hertz opened to pick up car. Have been told countless times on the phone that I would be refunded for both **** rides due to them scheduling my pick up time when they were closed. I provided receipts for Uber multiple times. I was also told I would receive a $25 refund for the hours I paid for car and did not have it (2am-8am). That refund was provided 4/26 after numerous phone calls and emails. Since that refund was provided now Hertz response emails to my Case involving Uber refund- is that they provided $25 refund and no their refund is due. This $25 refund is for the time I did not have car and not for Uber rides. I have been emailing and calling for 1 entire month with no resolution and them not standing by there word for reimbursement once receipts were provided.
Business Response
Date: 05/22/2024
BBB Complaint: 21650495
Rental Agreement Number 111106925

This is in response to ***** *************************************.

Thank you for bringing this matter to our attention.

We have received your inquiry and want to assure you Hertz thoroughly reviews every customer's inquiry.

I sincerely apologize for the inconvenience experienced when we were unable to honor the reservation at the designated time. Please accept our apologies in the delay in our resolution of the reimbursement of the uber expenses. As a one-time gesture of good will a refund of $135.55 has been submitted to your **** x2869. Please allow 3-5 days for processing.
Thank you for being a valued Hertz Gold Member.
Customer Answer
Date: 05/24/2024

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:05/01/2024
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 from April 23 to April 25 from the ************************* for both both pick up and return. I booked on the app, and chose a Tesla for the choice of car. The total for the two day rental was quoted at $262.62. We finished our business earlier than expected on the 25th, and had the option to catch a 3 PM flight out of CVG rather than the 6 PM we were scheduled for. I had not charged the Tesla and it was 20% below where we checked it out. Prior to returning the car, I looked up Hertz policy on EV charging. Their website claims a $35 flat rate fee which is discounted to $25 if you are gold member. A member so the fee shouldve been $25 which I thought was reasonable so I chose not to charge prior to returning. At Return, The check-in area was quite busy and we were told just to leave the keys in the car and they would email us a receipt. We went on our way, and I received the receipt later in the day. However, Not only was I charged $35 instead of the $25 for being a Goldmember. I was also charged for 24 gallons of gas at $10.70 per gallon totaling $251.32, for fuel. The only option to dispute the claim was to fill out a form on their website and wait 3 to 5 business days. After 3 to 5 business days elapsed, I called them at which point the customer service agent told me 24 to 48 more hours, they had to reach out to the local branch. I reached out to the local branch, and the manager on duty is submitting a refund request however, she says it can take 3 to 4 weeks for the funds to be released. I follow all the policies and procedures that hurts in place, they made a mistake. It is not right for consumers to have their money held for weeks upon weeks due to no fault of their own. I was charged $586.45 in total for the rental that was quoted at $262.62
Business Response
Date: 05/03/2024
Complaint ID: ********
RR#: 123750701

Please accept my sincere apology for the fuel charge you were assessed. As you rented an electric vehicle a gas charge was billed in error. I have issued a refund $283.58 to your credit card. Please allow up to 7 days for the refund to post to your account. In regards to the charging fee, please be advised the charge of $35.00 applies to all customers.
Customer Answer
Date: 05/03/2024

Complaint: 21650467

I am rejecting this response because:

The hertz website clearly states the ** recharge fee is discounted for Gold members. Are you a Gold Member? Make the most of Skip the Recharge for a discounted fee of $25.
Also, it will now be two weeks or more to receive funds which were charged in error by the business. I am deeply disappointed by the overcharge on my recent purchase, and I find it unacceptable that it will take two weeks to process the refund. Your lack of urgency in resolving this matter reflects poorly on your customer service standards.

I expect a swift resolution and the immediate return of my money.

Sincerely,

***************************
Business Response
Date: 05/09/2024
BBB Case: 21650467
RR No: 123750701

This is a response to ***************************

I have issued an additional refund of $10 to the card on file. Please allow up to 7 business days for the funds to post to your account.

Thank you for contacting us.
Initial Complaint
Date:05/01/2024
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.
**** and ***** are horrific managers! They first gave us a dirty "Gold Level" car. Then when we took 3 hours of our time taking it back because it brokedown. The managers **** and ***** would not replace it. They said, "It would've been better if you left it". This happened on 4/16. We just got off our flight and were tired. We had business to attend to early next morning and were so upset we couldn't sleep. They taunted us by daring us to call their General Manager. When we told them that we were advised to come back there to get another car by Hertz National. They stated that, " Hertz National doesn't know ****** ********************* investigated the matter. **** and ***** both lied about the interaction. I would highly recommend you go elsewhere then to Hertz. **** and ***** failed to realize that there are other car rentals right around the corner with managers that are not unethical. Ineptness you can train away. You can't train away dishonesty and sleaziness. I would advise you to go elsewhere. I am glad that the people of ********** didn't represent these two.
Business Response
Date: 05/13/2024
BBB Case # ********

This is in response to ***********************.
We are always concerned when matters are brought to our attention pertaining your experience with location management. Rest assured that Hertz thoroughly reviews every customer's inquiry, and I will be happy to investigate your concerns once I have received some additional information. If you could please provide us with your booking confirmation number or rental record number, this would ensure we are able to do a complete and thorough review.
All communications, and supporting documentation can be sent to *************************************************** and a member of the Executive Team will be in contact with you.
Initial Complaint
Date:05/01/2024
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.
Rented a vehicle, the vehicle broke down, called different numbers for Hertz for help, 15 phone calls over 7 hours, someone finally got the vehicle towed to the nearest Hertz, we were without a vehicle, they offered no replacement no ride to pick up a replacement, we had to beg for one, yet they still charged for a full rental even though we were left without a vehicle until we had family drive us an hour away to pick up a replacement, no apologies, no compensation for the loss of the use of the vehicle. I have emailed them on 4/25 and no one has even bothered to reply.
Business Response
Date: 05/02/2024
Complaint ID: ********
RR#: 120506746

Please accept my sincere apology for your experience and any inconvenience caused to you and your family. We understand that on rare occasions, situations will arise with vehicles where customers will need our assistance. Our aim during these incidents is to have our customer back on the road as quickly as possible. We sincerely regret that this wasn't your experience with us.
As a gesture of our concern, I have issued a refund of $92.50 to your credit card. Please allow up to 10 business days for the refund to post to your account.
Customer Answer
Date: 05/04/2024

Complaint: 21650252

I am rejecting this response because: I feel that this is not enough compensation for what I had to go through, or the loss of a vehicle for a day. I had called 15 times in 7 hours trying to get someone to pick up the broken down vehicle, I lost a days vacation, I had to go chasing after a replacement, I was left stranded! Thank goodness I had family members fairly close. When I returned the vehicle to the *************** store, told them what happened, didnt get any response from them,except Im sorry, we would have handled it the same way, then you have the audacity to charge another ***** for who knows what, since all I am signing is a little screen showing absolutely nothing! Nothing was explained to me! According to my paperwork all conditions were to remain the same as the original contract, but yet you still charged me for something.

Sincerely,

***************************
Business Response
Date: 05/10/2024
Complaint ID: ********
********************** RR#: 120506746
This correspondence is being sent in response to ***************************.
While we understand our previous response was not the desired outcome, we must advise that our decision and response remain unchanged. We hope you will respect our position on this matter as we consider it having been fully addressed and this matter closed. Further requests to revisit this matter will not be considered.
Customer Answer
Date: 05/12/2024

Complaint: 21650252

I am rejecting this response because: I do not feel this covers everything I went through with your company! I had 3 days to spend with my 89 year old mother! I lost a full day of my time with her because of what I went through with the rental car from you. 15 phone calls, 7 hours on the phone, having to beg to get the broken down vehicle picked up, leaving me stranded in another state, having to inconvenience family members to drive an hour away to pick up another vehicle just to get back home! ***** does not cut it! I understand this company cares nothing about their customers. Renters beware!

Sincerely,

***************************

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