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

7,225 total complaints in the last 3 years.
2,159 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:04/22/2024
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 from the Hertz Office in **********, ******************** from ***, 4/15/24 until Wed, 4/17/24, rental record number LL71212083. On Thu, 4/18/24, I received a call from ************************* from ******, his email is ************************ and phone number is ************. ***** informed me that there was hail damage to the truck. I called ***** back on Fri, 4/19/24, when I received the message, and told him that there was no damage to the car, that there was no hail damage and the weather reports indicated this. ***** said he was still investigating the issue and sent me an email stating that I should send a check of $1,466.59 to their company for the damage. Also, when I rented on 04/15/24, the Hertz associate told me and my husband that we did not need to check it for damage because the vehicle was brand new. We refused to sign that the vehicle was damage-free without inspecting it first, and the associate allowed us to do so. We thought this was very suspicious and now we are hit with a random claim from ******.without Hertz informing us first that there was something wrong with the vehicle. When I called Hertz's main customer service number *************) today, the **** ****** stated that they could not pull up the claim and that the ***************** was a franchise location. I did not know this upon booking. The rep stated I should call the ***************** directly, and I called the office *************) and spoke to ****. **** would not provide his last name but said he did not have any information on the claim and that it had already been sent over to ******. I asked to speak to a supervisor, and **** reluctantly provided the name of his manager, *******************. *** called me later on 4/22/24 and stated that there was hail damage to the car, he was not going to go back and forth with me and then hung up the phone. I want my rental payment reimbursed and do not want to be charged for this claim.
Business Response
Date: 04/29/2024
Complaint ID ********
********************** Agreement Number LL71212083

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

We regret any inconvenience you had regarding the damage claim associated with your rental. **********, ** is an independently owned and operated Hertz licensee franchise location. As such, local rates and benefits are determined by the owner. In addition, this location handles their own billing invoices and damage claims.

We have provided your complaint to the **********, ** office to obtain additional information.
Thank you for allowing us to address your concerns.
Customer Answer
Date: 04/29/2024

Complaint: 21610326

I am rejecting this response. Please see the attached file with additional information.

Sincerely,

******************
Business Response
Date: 05/16/2024
BBB Case # ********
RR: L71212083

This is in response to ***************************
Hertz thoroughly reviews every customer's inquiry, upon review of our records, I can confirm that the vehicle was picked up on April 15th 2024 at 11:02 AM. I have confirmed with the rental location that there was no pre-existing damage. We were able to confirm that there was a hailstorm during your rental period, and the vehicle was returned with hail damage. On April 17th 2024 at 5:33 AM
With this information we respectfully decline your refund request at this time. we ask that you respect our final position on the matter as we consider it fully addressed. Further requests to revisit this matter will not be considered.
Thank-you for reaching out to Hertz
Customer Answer
Date: 05/16/2024

Complaint: 21610326

I am rejecting this response because:

Sincerely,

******************
Initial Complaint
Date:04/22/2024
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.
We rented a vehicle from Hertz from 2/9-2/12. We were charged a $400 cleaning fee with no explanation or reason. We have reached out numerous times and have received no response.They are now harassing us with bills.
Business Response
Date: 05/01/2024
Complaint ID ********
********************** Agreement Number 964355335

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

I regret the inconvenience this matter has caused you. Afte review of our records I have removed the cleaning fee billed to you in the amount of $400.00 in the interest of customer service.

Thank you for allowing me to address your concerns.
Initial Complaint
Date:04/22/2024
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.
Rented a car reservation #K7404144870. The car was not Full of gas and it was 10:30pm so I did not go back in the office which was closing soon and I am not sure how they would have remedied at that time. Only drove the car 74 miles and paid $15.94 to fill the car with gas on return.When inquired to customer service I received a poor response from ******* who should be better trained or fired!
Business Response
Date: 04/26/2024
Complaint 21609211
Rental Agreement 110714634

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

I regret the inconvenience this matter has caused you. Please be informed that we are not required to rent vehicles at a 100% level of fuel,however, we do realize it is in the best interest of customer service to do so and attempt to always provide our vehicles on a full tank. We do require that the vehicle is returned with the same level of fuel it is picked-up on.

Our records show the vehicle was picked up on a 70% fuel level and returned on a full tank. I have processed a refund for $20.00 as gesture of our goodwill. Please allow 5-7 business days for funds to post.

Thank you for allowing me the opportunity to address your concerns.
Customer Answer
Date: 04/26/2024

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:04/22/2024
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.
Formal Complaint Regarding Incorrect Charges and Lack of Resolution - Record Rental #********* I hope this email finds you well. I am writing to express my dissatisfaction and frustration with the handling of my recent reservation with Hertz, specifically regarding an incorrect charge that has been applied to my account.On 3/27/24, I made a reservation with Hertz under reservation number K8100413321, with a total charge of $339.61. However, upon arrival for pickup, there was an issue with the credit card on file, which necessitated a change via customer service. Subsequently, a new reservation was created at the time of checkout, rental record #*********, which was charged at $766.40 on my Alask via ending in 1972.I was informed that approval for a rate adjustment must come from the executive team. Despite my repeated attempts to get in touch with this team, I have been unsuccessful in reaching anyone who could assist me in resolving this matter.Furthermore, I was assured by your representatives that the rate would be adjusted back to the original amount of $339.61, as verbally agreed upon. However, instead of rectifying the situation, I have been refunded the original amount and charged the incorrect amount of $766.40. This discrepancy is unacceptable and has caused significant inconvenience and financial strain.I want to emphasize that I am fully prepared to seek legal guidance to address these incorrect charges if this matter is not resolved promptly and to my satisfaction.Therefore, I kindly request that immediate action be taken to rectify this situation. I expect a prompt response and a resolution to this matter within 5 business days. Please ensure that the correct rate of $339.61 is applied to my account as originally agreed upon and I am refunded the difference of $426.79 to my **** ending in 1972.Thank you for your attention to this matter. I trust that you will take the necessary steps to resolve this issue expediently.
Business Response
Date: 04/25/2024
Complaint ID ********
********************** Agreement Number *********

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

I regret the confusion surrounding this matter, after review of our records I am showing reservation K8184289432 was not honored, due to a discrepancy with the credit card on file.

Hertz continually strives to remain competitive with our rates we offer. Our rates are based on availability of a booked reservation. Our rates are subject to change based on availability of a rental and other governing factors. Hertz continually reviews our rates to remain competitive. The rates; therefore, are subject to change without notice. A reservation guarantees our published rates for 240/365 days at our corporate locations. This process is not a legally binding contract.

If the original rate a customer finds is not honored for any reason, we cannot apply that rate on a separate rental agreement, as it is no longer in our system, and we must honor the current rate. Please be assured the most economical rate available at the time of booking rental agreement ********* was applied. Per the attached signed rental agreement for rental agreement *********, this is a legal binding contract, and the charges billed are valid, and no further refund is warranted. While I understand this is not the desired outcome we stand by our decision and consider this matter fully addressed.

Thank you for allowing me the opportunity to address your concerns.
Customer Answer
Date: 04/27/2024

Complaint: 21609136

I am rejecting this response because:

Sincerely,

***********************
Customer Answer
Date: 06/05/2024

Complaint: 21609136

I am rejecting this response because:

Formal Complaint Regarding Incorrect Charges and Lack of Resolution - Record Rental #********* I hope this email finds you well. I am writing to express my dissatisfaction and frustration with the handling of my recent reservation with Hertz, specifically regarding an incorrect charge that has been applied to my account. On 3/27/24, I made a reservation with Hertz under reservation number K8100413321, with a total charge of $339.61. This reservation was canceled and I was told I would receive a refund to my **** ending in 1972 and I have yet to receive that.

Sincerely,

***********************
Business Response
Date: 06/10/2024
RE: BBB Complaint 21609136
Hello *****************,
I appreciate you reaching out regarding your refund amounts. I can confirm that a refund for your prepayment in the amount of $339.61 has been processed in addition to the rate match refund as requested. Please reach out to us if there is anything else we can help you with today.
Initial Complaint
Date:04/22/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear BBB, In March I rented a car from Hertz **************, upon the completion of the rental, I had wanted to use a voucher, and therefore informed the agent when returning the car where I was sent to the main counter to check on the voucher. However, the office was not able to use the voucher because I was informed that the contract was closed. I therefore left to continue to check-in for my flight. However later on, I did receive an email with the final bill for my rental and I noticed that I was charged an extra day because my contract was only closed out later at around ***** (5.55 pm) when I had returned the car around 4pm. I had contacted customer service to solve this and from their initial discussion, they requested for my boarding pass as evidence that I could not have returned the card as the stipulated time on the rental closure document. However, to my surprise when I did not hear anything back, I emailed them for follow up and I received a response that they have concluded that the amount charged is correct. Hertz customer service is not willing to move from their stand point which I find totally unacceptable when it is clear that this particular rental station is at fault (after also a lot of other issues during the rental, for instance giving me a car and contract that belongs to another driver on the 1st day). I would therefore like to launch an investigation into this and have Hertz refund me the difference in charges. As a Hertz President ****** elite member, I am appalled by the behavior and response so far. Thank you.
Business Response
Date: 04/25/2024
Complaint ID ********
********************** Agreement Number M16416201

In response to *************************.

After review of our records the charges billed on this rental is valid and a refund is not warranted. Please review the attached invoice for your reference.

Thank you for contacting us.
Customer Answer
Date: 04/26/2024

Complaint: 21608934

I am rejecting this response because: as i have mentioned it is the rental location that did it close my rental contract properly at the time of my actual rental return. There's no possibility that I returned the vehicle as stated on the bill as I was already onboard thebpla.

Sincerely,

*************************
Business Response
Date: 04/29/2024
BBB Complaint ***********
************

This is in response to *************************.
Im sorry to hear you have found our previous response unsatisfactory. I apologize for the inconvenience this may have caused you. As stated previously, we have reviewed the charges,and we deem them valid. You were quoted $30.70 per day plus the mandatory taxes, fees, and surcharges, resulting in the final charge of $124.85. No monetary adjustments are needed for this rental. I understand this is not the outcome you were wanting or desiring but please know that we do stand firm on this decision.
Customer Answer
Date: 04/30/2024

Complaint: 21608934

I am rejecting this response because: I am sorry but I do not understand how the calculation based on what you mentioned comes up to final amount as I did not return the car later then the grace ****** nor returned the car with the need to refuel (it was returned full). I have attached with this message the original estimated charges which clearly shows that the final charge should have been approximately $86 instead of the charged $120+.
The only possibility for the $120+ is that I was charged for an extra day of rental which I have indicated multiple times impossible as indicated in the final bill as I was already boarding my flight. (which I have provided the boarding pass as evidence).

Sincerely,

*************************
Business Response
Date: 05/07/2024
Complaint ID: ********
********************** RR#: M16416201
This correspondence is being sent in response to a query made by *************************. Thank you for allowing us the opportunity to review your concerns and provide a response.
We apologize for any frustration caused to you by the additional day billing and the difficulties with applying your voucher. Our records show you previously contacted our **************** team regarding the additional day billing and they provided assistance in resolving this billing concern. A refund of $38.67 was processed on 05/03/24 back to the charge card originally billed. We have attached a copy of your updated invoice for your review and record. We are pleased to see our **************** team was able to provide assistance in this matter.
If the voucher you were attempting to redeem on this rental is a **************** Certificate issued by a ********************** location or **************** team, please note the ** number listed on the certificate must be applied at the time of booking your reservation in the ** field. Once at the location, the physical certificate will need to be provided at the start of your rental to ensure the amount is deducted from your overall total. We regret any confusion caused regarding this process.
Customer Answer
Date: 05/13/2024

Complaint: 21608934

I am rejecting this response because: Yes, I do agree that they have agreed to refund me the additional day. However I am still rejecting this because for that miserable $30+ owed to me, me as a President ****** member needed to fight and go in rounds, wasting my time when it's clearly the business trying to further take advantage of their size to me, a lone consumer. I do therefore do want to request above the refunded value, also additional compensation for all the time wasted and back and forth for the last 2 months!.
As for the voucher, it was issued by Hertz Europe which seems to be issuing vouchers that do not contain these PC number which therefore makes the whole situation confusing. It is strange that the voucher is issued in USD, but when trying to use it in **, agents are not able to work with it.

Sincerely,

*************************
Initial Complaint
Date:04/22/2024
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 prepaid for a car rental at dollar, the company would not rent the car to me, now they are giving me the run around about giving me a refund. I have called numerous times, been hung up on, told a supervisor would call me but did not. The incident occurred on 4/8/2024, it's 4/22/2024 and no resolution
Business Response
Date: 04/25/2024
Complaint ID ********
Reservation ID ***********

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

I regret the inconvenience this matter has caused you. After review of our records I have proceeded to process a manual refund in the amount of $213.62 for the prepaid reservation that was not completed. Please allow up to 14 business days to receive your refund.

I appreciate you for allowing me to address your concerns.
Initial Complaint
Date:04/22/2024
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 returned a rental to Hertz at 6:04pm last night (4/19/2024). I tried calling while I was stuck in traffic (6 calls over 30 minutes with no answer). I was shown the after hours drop box by a **** Dealership employee, where I dropped the key and then proceeded to take pictures of the vehicle, where it was parked, the fuel gauge (I returned it with a full tank, despite it being picked up uncleaned, and not full). I have pictures and video to support the cleanliness of the car and the not full tank of gas when picked up and same for when dropped off. I called the location this morning to get them to close out my rental, and received no answer. (I called 12 times over a 30 minute period during their normal business hours). I am still being charged, which I confirmed through the corporate office, for a rental that I don't have any longer and I want to get those additional charges reversed, as well as the hold on my card. I want an answer and some actual customer service.
Business Response
Date: 04/29/2024
BBB Complaint: 21602686
RA: 120165625
This is in response to ***************************.
Thank you for contacting us regarding this matter. I apologize for any inconvenience this may have caused you. Upon further investigation into this matter, I do see you have already been contacted by our customer service team about this issue. As stated in that response certain Hertz locations do not have on-site facilities to refuel their vehicles. Thus, vehicles rented from these locations may not have a full tank of fuel at the beginning of the rental. When this happens, the customer may return the vehicle with the same level of fuel as when it was received. With this in mind, we do consider these charges valid.
However, if you can provide date and time stamped proof of refueling the vehicle, monetary adjustment may be considered. I appreciate the opportunity to assist in this matter.
Initial Complaint
Date:04/22/2024
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.
Online I thought I rented a car for March18-24, after paying the $500 online I have emails confirming my rental and receipts saying I "paid in full, skip the counter" however I had to go to the counter, then was told I need to have my credit run and pay more. I didn't pass the credit (I know I have no established credit) and was told i couldn't rent the car with them and that the initial "$500 deposit" would be refunded within a couple days. I was stranded out-of-state without a car rental but I was able to get a friend to drive 5 hours to get me. However, on my return home I found that I had the charge still on my account. When I called to inquire about it, they said "well you got your rental" and proceeded to tell me my rental "deposit" ("paid in full" on my receipt) went towards someone else's rental at the counter after me. I was told they were going to investigate why the employee would have used my credit card for somebody else's rental and I would get a call back by Monday (1 week later). Well 2 weeks later, I called them with my case number and they said it's still ongoing and that's why they didn't call me and the only way I'm ever going to get my money it was as if I just "call a police." My bank has already told me they can't issue it as fraud because it shows up as I rented a vehicle. To clarify they told me the woman at the counter who denied me my rental, put my payment towards the rental of some other person after telling me us receive my refund within a few days. Now ***** outright refuses to refund me and tell me my only option is the POLICE?!WHY WOULD MY LOCAL POLICE HANDLE HERTZ RENTAL COUNTER IN ****?!
Business Response
Date: 05/02/2024
Complaint ID ********
********************** Agreement Number 104130412

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

I regret the confusion regarding the charges billed on this rental. After a thorough investigation I was able to confirm that you were denied the rental due to your credit report, according to the surveillance the Primary Renter was with you and approved for this rental on your behalf. Based on the facts pertaining to this matter the charges billed are valid, and no adjustment is warranted.

Thank you for allowing us to address your concerns.
Customer Answer
Date: 05/06/2024

Complaint: 21608354

I am rejecting this response because:
1, I was told I would get a refund in 30 days if you can listen to that.
2, I have the emails and receipts that I was paid in full and nothing was due at pick up.
In the end, I did not get the refund I was told I would receive and did NOT get a rental!

Sincerely,
******* Farewell
Business Response
Date: 05/10/2024
Complaint ID: ********
********************** RR#: 104130412
This correspondence is being sent in response to ******* Farewell.
While we understand our previous response was not the desired outcome, we must advise that our decision and response remain unchanged. The charges have been thoroughly reviewed and are valid. When denied for the rental, we show your reservation was transferred into your travel partners name. Optional services were added at the rental counter in addition to the renter charges. 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.
Initial Complaint
Date:04/22/2024
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 made a simple agreement to rent an ev for $298.86 per week. Hertz charged my bank $320-$322 per week. I return car clean with 80% battery. Hertz paperwork say plz dont charge more than 80%. I get charge even more after return!! Why? $378.27 and then one more charge $58. I know I have some tolls. But not even one of these charges are explained in receipt! Hertz smart company stealing small money every week. Very sneaky.
Business Response
Date: 04/25/2024
Complaint ID: ********
********************** RR#: 985072104
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 charges billed for your rental. Our records show you entered into a rental contract with Hertz with our **************** on 03/01/2024 at which time a base weekly rate of $272.00 was agreed upon. This is the base rate before taxes and fees. As local government determines taxes and fees, these charges may vary. However, we can confirm that your weekly base rate remained unchanged for the duration of your weekly rentals through the most recent invoice for the week of 04/12/24 - 04/19/24. We have attached your invoices for each week from 03/01/24 - 04/19/24 for your review. If you are currently in an open rental contract at this time, please follow up with the renting location directly for assistance with any questions or concerns you may have.
Customer Answer
Date: 04/26/2024

Complaint: 21605576

I am rejecting this response because:
I have attached the uber marketplace email that was sent when I checked out with the vehicle. The rate is 298. Uber marketplace added taxes. You changed the price. I can forward this email to the supervisor. Please close your partnership with uber. You two are playing games with us.

Sincerely,

*********************
Business Response
Date: 05/02/2024
BBB Case # ********
RR# or Res#: ********************* is in response to *************************.

As previously advised, your weekly rate was $272.00 before the taxes and fees. We can confirm a refund was provided for the extra hour charge in the amount of $53.57. We have attached a copy of the updated invoice for your records. No further refund is warranted.

Thank you for contacting us.
Customer Answer
Date: 05/06/2024

Complaint: 21605576

I am rejecting this response because:
1.) My email clearly shows that HERTZ partnered with UBER MARKETPLACE. The email shows 272$ before taxes. At the bottom of the email there is a charge for 298$ with taxes. Anyone with a kindergarten reading comprehension, understands what an invoice looks like.
2.) Did you mis communicate with your partner? The bills I was paying weekly I did that because I am homeless. But deep down I felt like you were taking advantage of uber marketplace clients.
3.) NO ONE TOLD ME I HAVE NO TOLL PROTECTION- You made me cry today because I spoke to herz 10 times. Every few days I get a toll and a fee that's more than the toll.
I drove for uber to get myself off the streets. I just needed you to be honest and caring. I spoke to platepass, they took off SOME fees. I have no idea how many more are going to come in, I drove a lot of miles and many many tolls. All that work and here I am loosing the little money I earned. I drive for a s***** 20$ per hour with lower back pain. My rent is 1050, food is 600. I cant drive full time because of how bad the pain gets.
Your company could do a standard on boarding of uber clients with a full instructional tutorial. If you are going to be saying "its in the terms and conditions" just know that is why your clients cry at home when looking at their sad bank account.

Sincerely,

*********************
Initial Complaint
Date:04/22/2024
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 3/17/24 I rented a camero convertible from MIA *********************** RR103376700.Zero staff to assist in the garage to show how to operate car, including top down. After 20min, my sister found an employee who told us there is a safety shield that has to be up in trunk to put down top. he unpacked and repacked trunk and we put top down and back up before leaving.we had 4 hour drive to KW and didn't want top down yet.An hr outside of KeyWest, we attempted putting top down, and the car said manual only. after looking in trunk, we saw that the convertible mechanism had eaten my coat (no protected barrier between luggage and mechanism)(they repacked truck). now no coat and no top down.we were so disappointed as it's my daughters senior trip with family, and her first drive through the keys of *******. I called Hertz for 2 days, there are no phones at airport Hertz to be answered. After 2 days, I somehow got a live person, and wasn't disconnected and they told me to return my car to the KeyWest Hertz counter at the airport. I took time from our trip and activities to drive to airport, and customer service was so kind.They offered 2 cars, both not clean yet, but I didn't want to wait. I selected a small SUVChevy, and asked how I get reimbursed for the difference in the car, and how I get reimbursed my coat cost.They said to call the main number after I returned home. I made zero progress, so I emailed the customer department, and they said they denied my claim due to not calling roadside number. That isn't what I was advised to do, nor was the car broken down.total estimated charge ******, but I want the difference given on the days I drove a ***** crossover. Daily difference on rental price is roughly $50/day, and records show me changing cars in KeyWest. And, I am seeking $100 for my coat.
Business Response
Date: 04/29/2024
BBB Case 21607229
RR No: 103376700

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

I have received confirmation that you were able to work with our customer service team who resolved the matter directly by issuing a $100 voucher to the address provided.

Thank you for contacting us.
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: 21607229

I am rejecting this response because:
Rental Agreement #: ********* Reservation ID: *********** I rented a car at ***** location, and the convertible top broke. my coat was ruined in the mechanism, and after days and hours on hold with them, they advised I swap out cars at the *****************I took a dirty, lesser value car and received no adjustment. After days and hours. on phone they refused any refund for the difference. I then notified you all and they offered a $100 voucher and I agreed this would remedy the situation. Upon receiving the gift card, the expiration is 30 days out and this is impossible for us to use. I am seeking another voucher that I can actually use. I have called 3 times to be on hold for over 30 minutes each time, and also emailed and their response is...Well, sorry, I guess you can't use the voucher. Their customer service has been horrible and I only wanted adjustment on my bill, which was refused. I don't want to use them again, but will try again with a usable voucher. This is such poor customer service. We have used them for years, and this is quite a disappointmen

Sincerely,

************************************
Business Response
Date: 05/28/2024
Complaint ID: ********
********************** RR#: 103376700
This correspondence is being sent in response to ************************************. Thank you for allowing us the opportunity to review your concerns.
We apologize for any frustration caused regarding the expiration date of the provided certificate. These certificates are pre-printed bi-annually with the expiration dates already listed. However, if customers receive the certificate and cannot utilize it before the expiration date passes, they may contact us for a new certificate to be issued once the expiration date has passed.

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

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Hertz is NOT a BBB Accredited Business.