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

7,217 total complaints in the last 3 years.
2,183 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:04/27/2024
Type:Order 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.
renting a vehicle through hertz (Uber) #*********. I started the contract March 12, 2024 at 3:37 PM CST at the ************************* location- ***********************************************. **************, assisted me in the process. My renewal is every Tuesday after that, during the contract I was asked to swipe my Debit Card for $385.56 to get started and each week following will be auto deducted $386. Each week I have to contact Hertz Extension do to my bank having fraud alert setup, so the transaction must be confirmed before continuing, so each week I call in the payment for extension. Everything was going well until the week of 4/23/24. I called made the weekly extension payment. On 4/24/24, I emailed the hertz location for a voucher for a oil change and Ms.******* emailed it over (never advised me the vehicle needed to be returned due to someone purchasing the vehicle). Later in the day 4/24/24, Hertz called and advised that I take the vehicle into the location, stating the contract needs to be re-written because it expired 4/23/24, so I inquired with the representative, why would you take a payment on 4/23/24, If the vehicle contract supposedly expired 4/23/24. They responded as usual to speak with the actual location. Visited location on 4/25/24 as I was advised by Hertz, once I get there and speak with *******, she doesn't have a clue on renewing contract, as she state "the vehicle is now in retail for someone. I explain that I just made my payment 4/23/24 and it is showing on my banking account. She then continue to have me hold, so I advised her that I'll step outside to speak with Hertz while I wait, when I went to return into the doors, the staff locked them and watched me from the glass window. (Distasteful right). After speaking to Supervisor at Hertz and her advising that she will contact the location the morning of 4/26/24. Vehicle has been locked. Documents show rental agreement and statements of payments to company. I need all funds released.
Business Response
Date: 05/01/2024
BBB Case 21633226
RR No: 101064806

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

I have reached out to the local team to alert them to this issue and was advised that the general manager will contact you directly for resolution.

Thank you for contacting us.
Initial Complaint
Date:04/26/2024
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 on 1-24-24 until 2-1-24. The car was supposed to cost $35 a day. Hertz charged me $616.23 stating I rented the car until Feb 7th 2023. Thats incorrect. *** called and nobody seems to help me with anything related to the charges or why the dates are wrong
Business Response
Date: 04/30/2024
BBB Case 21632516
RR No: H82273693

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

Could you please provide verification of your return date such as a plane ticket?

Thank you for contacting us.
Customer Answer
Date: 05/02/2024

Complaint: 21632516

My niece ********************* had a problem with her car which *** whom she purchased the car from needed to keep her car about a week to be fixed. I uploaded the receipt with the dates in the right corner. The ********** didnt have any rentals available so they recommended she could get one with hertz for $35 a day. The associate from hertz whose name is ***** came to *** on 1/24/2024 to drop off the rental which I used my debit card to pay. Now when her car was finished she contacted ***** from Hertz in ************ and told him her car was ready and he said she can leave it at ******************. *** even called hertz to let them know. But She dropped the car off on feb 1st. My card was charged $616.00 which on the receipt it said we had the car until feb 7th. I currently went to *** to get this receipt for the work that was done, which was the whole reason we got the rental. As I spoke with the representative at *** she informed me they no longer deal with hertz and didnt give me the reason why. You can call up to the *** ********** in streetsboro **** and speak with the receptionist her name is ***************************** ************. Also Ive never dealt with a car rental agency that has no communication skills with there customers. *** contacted them several times with no response. I want the money thats owed to me for the whole extra week which I was charged. The car was in my possession from Jan 24th until Feb 1st 2024. Please contact me please ************

Sincerely,

***************************
Business Response
Date: 06/04/2024

Complaint ID: ********
RR#: H82273693

Thank you for contacting us. Please accept my sincere apology for the billing error related to your return date. After an internal review, I have issued a refund for the extra days in the amount of $256.61. Please allow up to 7 business days for the refund to post to your credit card.

We appreciate you bringing this to our attention and want to assure you this matter was addressed with the local management to prevent recurrence.

Kind Regards,
Initial Complaint
Date:04/26/2024
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.
I contacted Hertz in regards to disputing charges tomy account. This has caused me significant loss of time, loss of wages and distress.I made my payment for the weekof 4/11-4/18 on 4/15. The payment was for $488.00. The payment went through at 10:16am. I haveattached screenshots below. I personally spoke to the Hertz worker at the ********, IL location who informed me that my extension was "good until the 18", I would thereafter need to bring in the vehicle.Overnight between April 17th and April 18th the car I was renting was towed without my knowledge by Hertz due to lack of payment; this was done erroneously.I am being charged a total of $1,960.32.I am being charged for three weeks. The first week, I was charged for but, the money was refunded after the vehicle was erroneouslyrepossessed. The second week, I did not have it, it was impounded by Hertz due to a mistake of its own doing and the third week has not yet occured.There was also a toll charge after the car was repossessed that has been charged to me while I was notin possession of the vehicle.Hertz is operating in bad faith as they are using predatory practices to prey on people who are already in financial stress. There are multiple people going through similar cases, and hopefully something is done before all these cases escalate.
Business Response
Date: 05/01/2024
Complaint ID ********
********************** Agreement Number 814185551

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

I regret the inconvenience this matter has caused you. Afte review of our records there were many denied authorization regarding your payment. You were billed for a total of 3 weeks on 4/24/23. At this point the rental was already in an overdue status and a repo was already initiated, due to many failed attempts to receive payment. There is no adjustment warranted for this rental.

Thank you for allowing me to address your concerns.
Customer Answer
Date: 05/09/2024

Complaint: 21632335

I am rejecting this response because:
The response completely dismisses the attachments that I provided showing that Hertz authorized a hold to extend the rental until April, 18; the day that it was repossessed. If there was some sort of misunderstanding or miscommunication between the rental location, which extended my rental and charged my card shown in the screenshots provided from April 15, and Hertz. I do not believe it is my responsibility to pay for 3 weeks, in which 2 of them I was not responsible for the rental nor any tolls incurred during that time. It seems that this was an issue with the Hertz rental location as they shouldve not told me it was extended and take my money, they shouldve told me to bring the car in which they didnt. They told me I was good until the 18th of April which wasnt the case. Now I have no access to my account since its overdrawn, I have no income since I have no car to work. This situation has impacted me in a very negative manner from a mistake by a Hertz employee. I would like to have this overturned and will look into any legal action I can take not only to recover myself but to insure this doesnt happen to more people. This are very predatory practices.

Sincerely,

***********************
Business Response
Date: 05/15/2024
Complaint ID: ********
RR#: 814185551

We have reviewed the overdue information with our Overdue team. They have advised they began dialer calls to you on 04/15/24 as the vehicle was overdue. On 04/15/24 the auto dialer called you on at 8:34 AM and the call was answered. 04/16/24 the auto dialer called at 9:23 AM, the call was answered. 04/17/24 the auto dialer called at 9:17 AM. 04/18/24 the auto dialer call was answered at 9:11 AM. On 04/22/24 you called from the same telephone number the auto dialer previously called to inform you the vehicle was overdue. You stated you called the rental location on 04/15/24 to extend the rental contract. You also stated you were charged $488.00 but the extension did not go through. You were advised the vehicle was repossessed on 04/18/24, due to the rental not being extended and failure to return the vehicle after receiving the calls from the auto dialer 04/15/24 - 04/18/24 which states your rental is overdue and you need to call to extend or return the car immediately. Based on this information we must advise this matter was properly handled and you failed to properly extend the rental after receiving calls that the vehicle was overdue.
Initial Complaint
Date:04/26/2024
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 1/16 I booked my rental from Hertz. I was charged the agreed amount of $348.00 which included insurance for the vehicle. 2/11 reached out to hertz regarding charge of $261.46 that did not reflect on any receipt. No response from Hertz Followed up again with Hertz 4/5.4/11,4/13, and 4/20
Business Response
Date: 05/14/2024
BBB Case 21631960
Rental Record 912858354

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

You originally prepaid $282.26 for the daily rate of the rental. At the time of rental, you accepted the Loss Damage Waiver for the 4 days at $167.96. At time of return, the Tesla rebill fee of $122.09 and the ** battery charge of $35.00 along with the applicable taxes and fees for the additional items. I have attached a copy of the breakdown of charges. I apologize for any confusion. There is no refund due for the rental.

Thank you for contacting us.
Customer Answer
Date: 05/14/2024

Complaint: 21631960

I am rejecting this response because: Please look at my credit card statement. A withdraw amount of ****** on 01/20. I have a receipt for this and I am not disputing this amount.
On 01/15 I have a withdraw for $261.46
on 01/16 withdraw for $20.80
this totals to $630.86
I have no receipt showing additional charges to the ******.
Sincerely,

*************************
Business Response
Date: 05/22/2024
BBB Case 21631960
Rental Record 912858354

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

When you initially booked the reservation you were prepaying for the rate itself, which was the $261.46 and the $20.80 totaling ($282.26) that was prepaid prior to pick up. Once at the location the ****************** was added, the Tesla Rebill Fee and ** battery charge added at the return. So basically you end up with two different charges, the prepaid amount at the beginning of the rental and the extras at the end of the rental. Please review the attached receipt. When you add the subtotal up to the point of the ** Battery charge ($569.20), then deduct the prepaid amount ($282.26), then add the tax of $61.46 brings the total after the prepaid portion to $348.40. So the $348.40 are for the extras over the original prepaid amount. I apologize for any confusion. There is no refund due for the rental.

Thank you for contacting us.
Initial Complaint
Date:04/26/2024
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 travel with the Army and they pay the bills for all rental car expenses. On 9/10/2023, I rented a vehicle from Hertz at the ******************. The reservations was a 12 day rental that was supposed to last through 9/22/2023. The total for the 12 days was $770.37. After 3 days the original vehicle I was given, a dodge journey on rental record #********* started to have issues and was displaying warning signs. I was told to return the car for an exchange. On 9/14/2023, I returned the vehicle to the airport. I was given a new car, a ***** civic, under rental record #M15620334. I was told I owed nothing on the original rental record because they would just bill me for the entire 12 day rental. On 9/22/2023, I paid the balance for the entire 12 day rental. Several months later I started receiving bills stating I owed for the first 4 day rental. I called and explained to them that this bill is erroneous as I paid for an entire 12 day rental so these 4 days have been paid for. The rental record I received on 9/14 included these first 4 days. Everytime I call and speak to a representative and they tell me they see the error and that it will be removed. But, they tell me I have to call back after 5 days to ensure. I call back in 5 days and they tell me they don't see where I have spoken to anyone regarding this. I still continue to receive bills. I do not owe this amount and have been trying to resolve this issue for over 6 months, repeatedly calling week after week. I would greatly appreciate any help you can provide.
Business Response
Date: 04/30/2024
Complaint ID: ********
RR#: 572410731

Please accept my sincere apology for the billing error related to your rental. I have confirmed RR # M15620334 was for the full duration of your rental period. I have advised our Collections team to close the collection claim for the balance of $391.27, please allow up to 10 days for this balance to be closed out. I have also reinstated your rental privileges. Please allow up to 3 days for your rental privileges to be reinstated. Again, I apologize for any inconvenience you may have experienced.
Initial Complaint
Date:04/26/2024
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 have been renting vehicles through Uber from Hertz to do ride share. I reserved a vehicle for 4/19 and paid $****** for a week. Hertz had already taken my payment prior to informing me of the vehicle as well as the condition the vehicle was in. I was not even given the option to inspect the Vehicle prior to them asking for the funds.When the time came for me to leave with the vehicle upon entering the car I immediately smelled smoke and not only was the vehicle smoked in but there was illegal substance in the vehicle. I immediately went back into the office informing the agent that the car has a smoke smell and there was weed on the door. I informed the agent that I am not able to drive paying passanger in that vehicle. I was told that I would have to cancel the reservation and pay again another $******. I informed the agent that I dont have another ****** to pay for a rental that should have been done the correct way from the start. I had no other choice but to keep the reservation for the week cause I didnt have any form of transportation, I used my last funds to get the rental that is in horrible condition and the refund would take 3 to 5 business days and that was not going to help my situation. I had to clean the car out, purchase spray for the odor that did not help. When leaving hertz the vehicle did not have proper maintenance as in oil change, no registration tags, license plate for another state, interior filthy, the motor and engine is bad, the car is loud and jumps as if its breaking down, seat belts do not work and I actually had a passenger get stuck in my back seat cause the seat belt would not release. I reached out to customer service regarding the matter and getting a refund and I was told to just go back to the hertz & give the car back. I was told that if I needed another vehicle that I would have to pay. I informed the customer service rep that I should not have to pay additional funds when the company is at fault.
Business Response
Date: 05/10/2024
Complaint ID: ********
********************** RR#: 122676396
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 difficulties encountered during your rental. We reached out to our General Manager in ********** who states the vehicle was clean and fully detailed before being released for rental after reviewing pre-rental inspection photos. Our station manager states that during your rental, you advised their team that there was marijuana debris in the car at which point our management team walked outside and inspected the vehicle and took photos and there was no evidence of marijuana in the car at that time. When asked to show them where there was any debris or any issues with the car, you advised the location staff that it was fine and you would take the car as is. As indicated before, there was no issues found with the car during the pre-rental inspection or during this interaction.
At no point was there a discussion regarding the financial side of your rental during this interaction. Further, we show the vehicle was kept for a full week of rental and driven a total of ***** miles. **** this in mind, a refund or adjustment is not warranted. We thank you for allowing us the opportunity to review your concerns and provide a response.
Initial Complaint
Date:04/26/2024
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 began by renting this car through a third-party website. I had called thrifty directly after to confirm the reservation and verify the young driver fee I would be inquiring. I was told by a representative of thrifty themselves that the car was paid for (pre-paid through the booking website) I owed no other charges, other than a young drivers, which I was also promptly told if I had AAA it could be waved. I confirmed multiple times on this phone call that all I have to do is pick up the car and show them my AAA card. Your representative confirmed this is the case. I walked up to the thrifty counter, and was immediately told that the taxes and fees were not paid on the vehicle (after previously being told I owed no other charges) and that AAA is not accepted unless its booked through AAA themselves. There wasnt much fighting since they wouldnt let me speak to a supervisor. And then I was told that the younger drivers fee would be $19 per day. Im frustrated but I do understand that the counter clerk at thrifty is not at fault (and that the initial rep gave me false info). I was rang out for the taxes and fees and the drivers fee. After I was rang out, I realized that the young driver is clearly more than the quote price. *** now asked to speak to a supervisor and one is not present to handle my complaint. My rep goes to another colleague and who confirms that the initial price of $19 a day is not correct for thrifty . This representative then continues by telling my representative that the paper she was looking at, was out dated information, and that shouldve never been on the counter. I walked out now being charged an EXTRA $243.59.I filed a charge back with my bank a while back (after exhausting every other option with Thrifty) and received a $66.59 refund to compensate for some of what I was over charge and today received a formal invoice asking to repay Thrifty for the charge back.
Business Response
Date: 05/01/2024
Complaint ID: ********
Thrifty RR#: 101571643
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 confusion caused regarding the Underage Fee incurred on your rental. Our records show that your AAA member code was not included at the time of booking, therefore, the benefits of AAA membership were not applied to your rental. In addition, we have attached your Signed Rental Agreement (SRA) showing the full estimated charges of $243.59 were accepted and signed for. However, we show a dispute was initiated with your financial institution and a chargeback received for $66.59.
In order to consider a goodwill adjustment of the Underage Fee, please provide a copy of your AAA membership card for our review.
Customer Answer
Date: 05/03/2024

Complaint: 21630851

I am rejecting this response because:
the agreement was signed for the amount referenced only after I was told no action could be done in store and I would have to bring my complains up with the billing department and no supervisor was presented at the time I picked up my rental, therefore I had no other choice but to accept the charges as I was in a different city with no means of transportation otherwise. Also I did present my AAA member card and they would not accept it at the counter like I was previously told by the initial thrifty representative on the initial phone call .

Sincerely,

********************************
Business Response
Date: 05/07/2024
BBB Case 21630851
RR No: 101571643

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

Regrettably, we are unable to confirm a verbal conversation at the counter. By signing the rental record, you are agreeing the terms, conditions and rates billed for the rental.

Thank you for contacting us.
Customer Answer
Date: 05/12/2024

Complaint: 21630851

I am rejecting this response because: even if you cannot prove a conversation at the counter took place the company apparently records and monitors all phone calls made so the phone call with their representative, saying that I would not owe anymore money and that my AAA membership would be honored at the counter should be enough information proving I was over charged

Sincerely,

********************************
Initial Complaint
Date:04/26/2024
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.
I rented a car from Hertz, I had a toll tag added to the reservation. The issue came in when I was told on the Sky bridge that I had to pay each time we crossed because the toll tag I paid for was not registered with them. When I returned the rental the manager said he was aware of the issue with Sky toll and stated he could not refund the tolls I paid. But he could remove the toll fees from my reservation and put a note on my account that he would cover any tolls that was charged to the rental. The horrible service comes after I receive a email from Hertz tolls charging me all these fees that total *****. I called to get the situation fixed only be told that the accounts noted and that department closed. Call during the week which I have done the **************** says they do not see any notes and it does not work that way. Call customer service they say call the Toll the department and I'm SICK OF IT. Give me my money back or I'm filing dispute with AMAX. I will stop using Hertz after this terrible experience. DO BETTER!
Business Response
Date: 04/30/2024
Complaint ID: ********
RR#: 110097050

I apologize for any misunderstanding regarding the toll charges. A review of our records indicates the toll pass was removed by the location prior to the rental being closed. I have advised PlatePass to refund the administrative fees of $19.98. Please allow up to 10 days for the refund to post to your account. Please be advised the actual toll charges will not be refunded.
Customer Answer
Date: 05/01/2024

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: 05/21/2024

Complaint: 21630654

I am rejecting this response because:

I received yet another email from Hertz stating that my credit card was charged again after them rectifying the situation. Please see attached receipt.
Business Response
Date: 05/28/2024
BBB Case #: 21630654
RR# or Res#: ************************ is in response to *****************************.
We can confirm the new charge is for additional tolls. Platepass bills the tolls as they come through. We have notified Platepass to refund the administrative fee of $9.99. Please allow up to 10 business days to post to your account.
Thank you for contacting us.
Customer Answer
Date: 05/28/2024

Complaint: 21630654

I am rejecting this response because: Im just needing an understanding of this situation. Because, ** told bye the local manager that your company aware of issues with toll Pass and working to correct it. However, I continue to receive all these toll tickets with each having admin fees attached. I have NEVER had such a horrible experience with rental company. I fly to ******* monthly. I have no one with ***** fee. Notice number: *************. This is just ridiculous and Im no longer using Hertz.

Sincerely,

*****************************
Business Response
Date: 06/04/2024
BBB Case # ********
RR# or Res#: ********************* is in response to *****************************.

Toll charges are applied to the Credit/ Debit billed on the rental or mailed to the customer within two weeks of the *********************** completion and sometimes can be billed sooner or later depending on Platepass. The administrative fee $9.99 per usage day plus the cost of tolls. This information is available in the Terms and Conditions as listed in your Signed Rental Agreement on Page 4 and 5. You may view your charges and credits at Platepass.com. We apologize for any misunderstanding.

Thank you for contacting us.
Customer Answer
Date: 06/04/2024

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:04/26/2024
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 Hertz on April 11, 2024. I elected to use my own car insurance. There was a crack in the windshield, which I am not sure I was responsible for. I was told by a Hertz employee that I would be contacted within a few days to complete an incident report for them to investigate & if I was at fault then we would go through my insurance. I did not hear from anyone. 3 days later I was charged $1025.50 on my credit card. I was never contacted, never given an incident report, never asked to go through my insurance, never given a price/estimate. I called Hertz in ************** April 24, 25, and 26 & was told they would email me the incident report, which they never did. I was told a Manager would call me back to discuss, they took my number 3 times, however a Manager still has not returned my call. I was told today that I just need to find the incident report online & try to get reimbursed from my car insurance company. THAT IS NOT HOW THIS PROCESS WORKS! I also called Hertz customer service. They were extremely unhelpful. They couldn't answer any questions or give any information. They told me I needed to call Hertz's claim department. I then called Hertz's claim department at ************ & spoke to a representative. I provided my name & rental agreement number, *********. I was told by them that I do not have any claims or accidents reported against my name or the rental agreement number. The representative then told me that I should not have been charged any money & that I should be refunded. They then told me that I need to call customer service back again for a refund because since there was no claim, the claims department could not process a refund. I called customer service back at ************ & was told that they tried to refund me but was unable to do so in their system because the local branch in ************** was who charged me. I reached out to the ************** location multiple times & all they keep saying is a Manager will call me back.
Business Response
Date: 05/15/2024
Complaint ID: ********
RR#: 116604364

Upon reviewing your complaint, I immediately reached out to our local management for **************, **. They have advised the attached picture taken on the day of your rental shows there was no damage to the windshield, however when you returned the vehicle a crack was found in the windshield (see attached). In light of this information we must advise you were correctly charged for the damage. The manager also noted you were asked to come into the location to complete a damage report, however you never came.
Customer Answer
Date: 05/15/2024

Complaint: 21630546

I am rejecting this response because:
I dropped the car off on a Sunday, the business was closed. I was never asked to come in to the business to fill out a report. I called the local office MULTIPLE TIMES per day for several days. I was told I needed to speak to a manager, but she was in meetings or she was offsite, or she was out of office and she would call me back. I was told an incident report would be emailed to me, which it never was. I was then told I needed to contact my insurance company to file a claim. I contacted my insurance company and told me that is not how it works. I contacted Hertz claim department and they stated there was no claim filed and I should not have been charged. I recorded every conversation I had with every person I spoke to and I can provide those recordings. Whoever said I was asked to come in to the office to fill out a report is lying. To this day, I am still waiting for the manager to call me back to discuss this situation. I am still waiting for the incident report to be emailed to me. I also opted to use my own car insurance, so if there was damage done by me, why wasnt my car insurance used? My insurance was provided at the time of the rental. That was what was agreed upon in the contract correct?

******* Ways
Business Response
Date: 05/23/2024
BBB Case 21630546
Rental Record 116604364

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

The accident report form is also available online at www.hertz.com at the bottom of the home page under customer support. As for the coverage, if there is damage to a Hertz vehicle and the renter utilizes their own coverage, they have to notify their own insurance company. I hope this helps provide some clarity.

Thank you for contacting us.
Customer Answer
Date: 05/23/2024

Complaint: 21630546

I am rejecting this response because:
I was not involved in an accident, so there was nothing for me to report to my insurance company! You are providing a false narrative. Every time I spoke to someone involved with Hertz, I was told something different. The ONLY consistent thing I was told was that I needed to speak with a manager to fill out an incident report so that incident report could be filled out so an investgation could take place to determine whether this crack was my fault or not. If it was determined to be my fault then my insurance would be contacted. Like I previously stated, I was also told there was no claim filed and I should not have been charged. That conversation is recorded so whatever claim you are referring to must have been completed AFTER YOU CHARGED ME FOR A WINDSHIELD because there was no claim on file prior to you charging me. There was no incident report on file prior to charging me because i never filled out one because i was told i needed to speak to a manager who has refused to speak to me to this day.

Sincerely,

******* Ways
Initial Complaint
Date:04/26/2024
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.
On Wed April 3rd, a driver in a Hertz vehicle approached my on the entrance route 15 exit 61 in ********* and wasn't looking. As he entered he hit me from behind. We both pulled over and waited for a state trooper who the driver mentioned that he was not looking and admitted fault. I've been calling Hertz for 3 weeks now about getting my brand new vehicle fixed and I keep getting pushed to a different person and told that my claim hasn't been assigned to anyone yet. My daughter and I were in the car and sustained a little back pain but my vehicle does have damage and needs to be repaired ASAP. As I mentioned this is a brand new vehicle.
Business Response
Date: 05/01/2024
Complaint ID ********

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

I regret the inconvenience this matter has caused you. I have sent your information to management over our ************************ to contact you directly regarding this matter.

Thank you for allowing me to address your concerns.
Customer Answer
Date: 05/01/2024

Complaint: 21629593

I am rejecting this response because: to date I still have not received a call from anyone and have been calling and am still being told that my claim has not been assigned to an adjuster yet and its now May!

Sincerely,

******************
Business Response
Date: 05/06/2024
BBB Complaint: 21629593
This is in response to Avion ******.
Thank you for reaching back out. As previously stated, we have contacted our damage claims department as of 5/1/24 to expedite this claim. I do apologize for the inconvenience and time this has taken. Please know that you will be contacted directly as soon as possible.
Thank you for allowing me to assist in this matter.

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