Business Profile

Auto Rentals and Leasing

Hertz

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

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

7,223 total complaints in the last 3 years.
2,179 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:04/29/2024
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.
On 4.26.24 I rented a car from Thrifty Rental (owned by Hertz) in *********************** Rental Record #*********. Despite completing the online check-in process, I encountered significant delays at the rental counter and was ultimately directed outside to collect my vehicle.During this rental, I was charged a $59.95 fee labeled as "Toll fees," despite my rental occurring in a state with no toll roads (******) and my not utilizing any toll roads during the rental period. I was not given a receipt by the clerk at the inside counter to even see what I was charged.Despite my attempts to address this issue with *******'s customer service, I was informed that the charge would not be refunded due to an agreement I allegedly signed. However, I was never informed of this charge during the rental process, nor did I expect it given the absence of toll roads in *******I believe this unauthorized charge constitutes deceptive billing practices on the part of Thrifty Rental and request your intervention to rectify this matter promptly. Enclosed is my rental record number for your reference.Thank you for your attention to this matter. I look forward to your prompt response and assistance in resolving this dispute.
Business Response
Date: 05/01/2024
Complaint ID: ********
RR#: 122829114

Please accept my sincere apology for the billing dispute regarding the toll fees. A review of our records indicates our **************** team issued a refund for the toll fees in the amount of $72.16 to your credit card on 04/29/24. Please allow up to 7 days for the refund to post to your account.
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:04/29/2024
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.
Was charged a $68.24 plus 6% tax as an unsolicited unknowing not agreeded to fuel charge. I returned the cars tank full as I have always done in all previous hertz rentals Certainly a poor moral way to treat a customer. Should be illegal. Certainly a deliberate sneaky way to create extra profit dollars from unknowing customers
Business Response
Date: 05/02/2024
BBB Case # ********
RR# or Res#: ********************* is in response to ***********************.

In review of our records, you accepted the Fuel Purchase Option (***. This option pays for a full tank, and you would bring the vehicle back as empty as possible as we do not refund for unused fuel. As a gesture of goodwill, we have issued a refund for the *** in the amount of $73.02 to your Mastercard. Please allow 5-7 business days to post to your account.

Thank you for contacting us.

Customer Answer
Date: 05/07/2024

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,

***********************
Customer Answer
Date: 05/07/2024

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:04/28/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Immediately, upon pulling into the return vehicle area at the ********************************, a Hertz employee rushed over and said "Ok you're done". I expressed something like, "Wow that was quick. Is that all?", to which this employee replied, "Yes, you're all done. You can leave."Now, therein lies the problem. Not once did this employee, in his ultra quick appearance on the scene, and dismissal of me, ask me for the rental car fob, which as it happens, was nestled exactly where it should have been, safely in my purse; since this car locks automatically it was highly likely to have locked me out, or gotten stolen had I irresponsibly left it, say, on the seat, or on the floorboard, or in the glovebox!!I have a habit of keeping important items like money, or credit cards, or fobs in my purse, and because important items like these are kept out of sight, for good reason, I also have a habit of not remembering to simply hand them over to someone who has not asked for them! So, that's exactly what happened. The employee rushed me off and away, without ever asking for the fob. Nor did anyone from Hertz have the courtesy to call me, text me, or email me after I left, so that I could turn my car around and bring the fob back; which, undoubtedly I would have done given the outrageous cost of the thing! Finally, I have, over the course of three months since the incident took place on 01/21/24, sent three written complaints directly to Hertz customer service, but have received zero responses from them on this matter! Hopefully this complaint to BBB will nudge them into the correct position that they are in the wrong because their employee never asked me for the fob, and therefore refund me the $250.00 they wrongfully took from my account!
Business Response
Date: 05/03/2024
BBB Complaint: 21637440
RA: 811605922
This is in response to the complaint filed by ***********************************. Thank you for allowing me to assist in this matter.
I apologize for any inconvenience this has caused you. Upon further investigation into this matter, we have found that a new key had to be issued to replace the one mistakenly kept upon the return of the rental. This resulted in the fee of $250 added to your rental costs, we do consider these charges valid.
However, as we cannot confirm any conversations that occurred at the time of rental, we have refunded half of this charge back to the card on file in the amount of $125.00. Please allow 5-7 business days for this to reflect.
I appreciate the opportunity to address these concerns.
Customer Answer
Date: 05/03/2024

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:04/28/2024
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: ********* I am writing to formally lodge a complaint regarding my recent experience at the Hertz rental car facility located at *****************************. My rental agreement was for the period from April 17 to April 21, and I encountered significant issues during the pickup and drop-off process.Upon arriving at the counter to collect my rental car, I explicitly communicated with the representative that I did not wish to include prepaid fuel charges. This conversation was essential as I wanted to avoid any additional expenses beyond the estimated agreed-upon rental fees. Despite this clear instruction, the representative proceeded to add prepaid fuel charges to my rental agreement.The prepaid fuel charges were listed as an estimated charge, giving me the impression that they had not been included. However upon returning the vehicle on April 21, I discovered that the prepaid fuel charges had indeed been added to my final bill. This discrepancy between what was agreed upon and what was charged indicates dishonest business practices at this Hertz location.I want to emphasize that I returned the rental car full, as I have done with all my previous rentals with Hertz. This further confirms that the prepaid fuel charges were unnecessary and unjustly added to my bill.In light of these issues, I am seeking a settlement from Hertz that will adequately compensate for the inconvenience and frustration caused by the additional charges and lack of resolution. I have made multiple attempts to resolve this issue both with the location directly and through Hertz customer service.However, my efforts have been met with no resolution. This lack of accountability and failure to rectify the situation has left me extremely dissatisfied with Hertz's services.I urge the BBB to investigate this matter thoroughly and take appropriate action to address these dishonest business practices at the Hertz ***************************** location Yaseen A.
Business Response
Date: 04/30/2024
Complaint ID: ********
RR#: 940262153

Please accept my apology for any misunderstanding regarding the prepaid fuel option. As we are unable to substantiate a verbal conversation, we rely on the signed rental agreement to verify your acceptance and understanding. While it was accepted on the signed rental agreement, in the interest of customer service I have issued a refund in the amount of $106.79 CAD to your credit card. Please allow up to 7 days for the refund to post to your account.
Initial Complaint
Date:04/28/2024
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.
I rented a ******** April 18th from Hertz at **********************. On April 20th my son pulled down the center in the back seat and there was ****** napkins in there. I immediately had him shut it, as a person in the medical field I know what dangers another persons blood can have. I tried to call hertz multiple times both at the airport and the number listed online. I also emailed 3 times with no responses.
Business Response
Date: 05/03/2024
BBB Complaint: 21636724
RA: 120581252
This is in response to ***************************. Thank you for contacting us regarding this matter.
Im very sorry to hear about the rental experience you have had and the state of the vehicle you received.I appreciate you bringing this to our attention. I do see you have been in contact with our customer service regarding this matter. As they have stated, we will have our maintenance personnel review this issue to ensure this does not occur again.
Thank you for allowing me to assist in this matter.
Customer Answer
Date: 05/04/2024

Complaint: 21636724

I am rejecting this response because:
I feel there should be more then a sorry, I spent a lot of my family vacation trying to contact hertz, The only reason I got contacted back was because I reported this issue. I feel the severity of blood left in a car is being over looked. This is a major concern and osha violation. I finally got a call yesterday and I tried to call back and called 5 different times with no answer and no where to leave a voicemail.

Sincerely,

***************************
Business Response
Date: 05/10/2024
Complaint ID: ********
********************** RR#: 120581252
This correspondence is being sent in response to *****************************.
We are sorry to hear of this experience you had with Hertz during your rental in *************** 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.
Customers who encounter an issue with the provided vehicle are encouraged to contact our ****************** Services (ERS) team as soon as possible in order to arrange for a vehicle exchange. The contact information for ERS is displayed on the front page of the rental contract and they are available 24 hours, 7 days to assist with customer concerns. Our records show no report was filed with our ERS team to report these concerns. So that we may further investigate with appropriate management, please provide any documentation of the items found in the vehicle such as photos.
Customer Answer
Date: 05/11/2024

Complaint: 21636724

I am rejecting this response because: I have attached the best photo I can get. You. zoom in and see the blood, I was not touching as its a biohazard. I assumed the multiple attempts via phone calls and emails would be sufficient.

Sincerely,

***************************
Customer Answer
Date: 05/17/2024

Complaint: 21636724

I am rejecting this response because:
Hopefully that will work, I tried to get the best picture I could as I was not touching it, not knowing whose blood it was.

Sincerely,

***************************
Business Response
Date: 05/30/2024
BBB Case 21636724
RR No: 120581252

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

As a gesture of concern, I have issued a 25% refund of $120.57 to the card on file. Please allow up to 5 business days for the funds to post to your account.

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. I hope that future people that are renting will not be put in this situation as its a huge osha violation.

Sincerely,

***************************
Initial Complaint
Date:04/27/2024
Type:Billing 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 5 April, I was charged ****** to reserve a vehicle in *********. I booked through the hertz website.I arrived at the air port and the gold member board said go inside to the desk. I went to the desk and was told they needed to rebook using the physical card. I was charged a second time for a lower rate. The first booking is still charged on my credit card. I have called twice and submitted this information to the website twice and responses have not resolved the issue merely stated yes you were charged for the rental.I was charged twice for a rental ***** April in ********* twice. I would like to be refunded for this double charge.
Business Response
Date: 05/09/2024
BBB Case: 21635650
Res No: K81819736E9

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

Rest assured, our records show that the prepaid amount of $156.39 was refunded on 05/05.

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

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:04/27/2024
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.
We reserved a mini-van for an expected $375 (or so) for our trip to **** (see original reservation confirmation). Upon arrival, we were told that one was not available, with no offer of something similar in price or size. We were told we could get a Suburban or Escalade (they had 1 of each available) in lieu of a mini-van, but that they didn't have any vans and couldn't tell us when they would again. We were told that our options were to wait indefinitely or to rent the suburban (the cheaper of the two larger SUV's available). Mind you, we had to have a mini-van or large SUV as there were 7 travelers, 4 adults and 3 children under age 7. Upon getting the suburban and driving to our rental, numerous maintenance messages kept appearing for brakes and suspension. We called the rental company and they told us that it was simply routine maintenance that would be taken care of upon returning the vehicle. As a large SUV owner and a military and airline pilot, I would not consider those maintenance messages as routine for my own vehicle or aircraft and I'd get maintenance advice on the issues ASAP. Additionally, overnight, the passenger-side rear tire would deflate to a minimal PSI (barely able to drive), requiring me to add air daily and sometimes twice per day. I completely understand if a reserved vehicle isn't available, but similar-size vehicles have always been offered as free upgrades and we did not expect to have to pay 3 times our original reservation price. I'd also expect the business to manage their reservations efficiently.
Business Response
Date: 05/07/2024
BBB Case 21635316
RR No: F47659415

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

I have received confirmation from the local team that as a gesture of goodwill for this incident, the upgrade charge will be removed and refunded, and an updated receipt will be provided shortly if you have not already received it. Please allow up to 10 business days for the funds to post to your account.

Thank you for contacting us.
Customer Answer
Date: 05/16/2024

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:04/27/2024
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.
Date of pickup: 2/25 Date Returned: 3/2 Reservation #K72239301A9 I rented 2023 suburban through Hertz rent a car at the *********** located at *************************************. I initially placed the order online and paid the original amount of $740.38 under the reservation number K72239301A9. I picked up the car normally on 2/25/2024 and at the time of pickup, I stated to the attendant that I did not want the insurance on the vehicle as I already have rental insurance on my own personal insurance. He was having me sign many things and I got confused and somehow agreed to pay the insurance. When I returned the car on 3/2/2024, I went in to speak with the manager about the fact that I told the attendant that I did not want the insurance after I was informed that I needed to pay an additional $480.88 and it would be charged to my account. Around a week later, they began to call me asking for me to return the vehicle (which I had returned the day it was due and spoke to the manager that day) and now had a charge for $1,743.76 for extra days on the car plus insurance and fees. I am being overcharged over $1,300 for a car that I RETURNED ON TIME. I already have paid everything I should be!! I have called and talked with customer service multiple times and everyone says they are excalating my problem and should hear back in 5-7 days and it has been OVER SIX WEEKS!! I spoke with the manager at the rental location who told me he would return the overcharged money to my account over six weeks ago as well, and have heard nothing. I cannot get a hold of ANYONE!!!! total charged: $2484.14 Total amount due with insurance I didn't want: $1221.26 (completely willing to pay this amount)Initial agreed Payment and should be complete total: $740.38
Business Response
Date: 05/03/2024
BBB Complaint: 21635055
RR# 982216583
This is in response to ***************************. The additional days and Loss of Damage Waiver have been refunded. Please allow 5 to 7 business days for the refund to post to your billed credit card in the amount of $1743.76. I've attached a copy of the updated receipt.
Thank you for contacting us.

Customer Answer
Date: 05/04/2024

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:04/27/2024
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.
Hello, on 2/11/2024, I made a reservation #K76536814C6 with a total price ****** CAD (a copy of email confirmation attached). Recently, I checked my online account and noticed that the price on that reservation went up more than 3 times, and now its listed as ******** CAD (screenshot attached).Im not happy with the fact that Hertz changed the price on the confirmed reservation, and Im not happy with the fact that Hertz didnt even notify me about the price change.I called Customer Support and contacted the company via an online form asking to change the price back, but they refused to do so.As a satisfactory resolution of this complaint, Id like to see ********************** reverting the price on the reservation #K76536814C6 back to ****** CAD.
Business Response
Date: 05/15/2024
BBB Case # ********
RR# or Res#: *********************** is in response to ***************************.

In review of your reservation,you reserved under your contract rate. Contract rates are not a guaranteed rate and if the contract rate is no longer available, when you view online it will show the current available rate. If no changes are made to your reservation the rate will be honored. When changes are made, you will be subject to the new rate. If you have any questions regarding your future reservation, please call our Reservations at **************.

Thank you for contacting us.
Customer Answer
Date: 05/18/2024

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:04/27/2024
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 picked up the first rental on 04/17 (reserved a supplier's choice) from the ****** location - they wanted to give me a commercial cargo van. Hertz' website states that you "might get an Economy car, a Mid-size car, a Minivan, or an SUV..", nothing regarding a cargo van, so I didn't expect this. They charged me an upgrade for the next tier up - a small SUV. The car had been wrecked, in terrible unclean condition, and, turns out, it had transmission issues that we later found after driving it to our destination. Called Hertz and they promised to refund the upgrade fee because they didn't agree that I should have been offered a cargo van, either. I wasn't so much concerned with the aesthetic of the car but when it became unsafe to drive, it was a problem. I called the Pelham location back and was advised that the female agent that was working, would call me in the morning after traffic died down to let me know if she was able to find me a car. I never heard from her so I called Corporate and they instructed me to go to the airport which is 45 minutes away, mind you I AM ON VACATION dealing with this. They tell me the airport is "guaranteed" to have inventory and I'll get one with no issues. I get there, there are NO cars. They tell me I need to wait a few hours - I had no choice but to wait. So, we wait 1.5 hours and heard nothing so I have to follow up with the guy I was working with and he tells me the branch manager was to call me, never did. So, they get me a car approx. 30 minutes later (this car wasn't clean either, and the previous guests' receipts were in there with his rental record). Returned the car on the date it was due back, the car STILL has not been checked back in so they have continued to charge my credit card, daily, and have said it was stolen! Corporate has yet to call me back, and they have refused to allow me to speak with a manager until the contract shows closed. They, also used the wrong reservation and charged me a totally different amount.
Business Response
Date: 05/02/2024
BBB Complaint: 216342250
RR# 120059671
This is in response to ******************************* complaint. I have removed the upgrade fee I noticed you booked 2 reservations for the same date at ****** for the manager special and neither one was cancelled. One reservation was for 7 days at $407.99 per week and the other was $411.99 for 6 days before taxes and fees. I adjusted the rate to $407.99 per week. Please allow 7 to ***************************************************************************** the amount of $134.85.
Thank you for contacting us,

Customer Answer
Date: 05/03/2024

Complaint: 21634250

I am rejecting this response because: I was promised a full refund by multiple agents with the following case numbers: ********, ********, ******** - I also just called Corporate again, and they said that they are sending a request for a full refund but there is no guarantee and it could take another 7 days. It's unacceptable to only waive an upgrade fee that should have never been charged per Hertz' website detailing the type of vehicle you'd get with a Special Car reservation. I went through way too much and was more that inconvenienced when I had to drive another 45-minutes to go back to the airport when Corporate was the one to send me and told me there were plenty of vehicles down there and there wasn't, so that consumed almost 5 hours with roundtrip travel time, since I had to sit there and wait for a car to come available. And then when I get the car, it's dirty and has someone else's rental record in there. I expect a full refund as per the case numbers provided. If this is not done, I will continue to seek other avenues of complaints. I will also be following up with the ********** of ************** regarding the negligence on behalf of Hertz for failure to maintain their vehicles (servicing, maintenance, oil changes, etc). They put me in an unsafe car and when I told them I was going to have it towed, they told me that if the car was drivable they would end up charging me for the tow, which was absurd. You cannot tell someone that a vehicle is safe to drive when the suspension was making noise, the transmission was slipping, and that the oil change was due. It's been all around a horrible experience and I will no longer do business with such a careless organization. So, again, the response is not acceptable and the only form of acceptance will be a full refund as promised per the case numbers listed above. And to note - I still, to this day, have not received a response to any means of communication that was sent to Hertz via the online portal, the email of ********************************************* and the promised returned call by a manager that should have taken place the week before last - this goes to show how careless Hertz is. If there is no resolve, I will dispute the charge with the credit card company.

Business Response
Date: 05/07/2024
BBB Case 21634250
Rental Record 120059671

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

Due to the delays and inconvenience, an additional refund in the amount of $74 has been issued and should post on the billed credit card within the next 7-10 business days. Although, I understand this is not the outcome you were anticipating, an exchange was provided and utilized for the remainder of the rental period so a full refund is not warranted.

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

Complaint: 21634250

I am rejecting this response because: I have multiple case numbers and have spoken with a manager, outlined in the complaint with his badge number, and he agreed. It has nothing to do with them swapping it out, its the audacity that Hertz has to put their customers in unsafe vehicles that havent been maintenanced and or cleaned. The fact that they told me to drive to the airport so I did and found that there were no cars available, so I waited three hours for a car to come available and then the car they gave us the second time around, hadnt been cleaned and had someone elses receipt in there. $74 is a slap in the face considering what I am still dealing with. I have provided number case numbers, can provide all the call records and attempts I have made to resolve this, and will request the calls are pulled on the dates that I called in and spoke with multiple agents assuring me this would be taken care of and that the full refund was being worked on by the pickup location, however, theres been no updates. And, to top of it, I called yesterday and they offered me at least two days back so thats more than what youre offering. I declined to accept this as a resolution because thats not near acceptable for the time Ive spent dealing with this, and because ***** failed to close my contract out and continued to charge me, daily, as if the car wasnt returned. Its unacceptable and even more of a problem when *** been promised things that youll arent following through with. It took 2.5 weeks for a manager to call me and that got no where since theyre waiting on the location to approve the full refund. I have initiated a chargeback for the full amount, so either Hertz can resolve this or Ill let the credit card company do it. Ive provided all of the documentation to support my claim and will not let this down until the resolve is reached, as promised in the multiple calls Ive made since 4/17. Its not okay to waste customers time and its not okay to offer a low ball resolution considering I wasted two full days when I was on my vacation which was the only two days I was there, and it was and still has been spent trying to get a car, waiting on a car that Hertz sent me to get, paying for gas, time, etc. I will not accept this resolution.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Hertz is NOT a BBB Accredited Business.