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

7,236 total complaints in the last 3 years.
2,344 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:06/25/2024
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 #********* picked up 06/21. On 06/23, warning lights came on dash saying the rear driver's tire had low air pressure. I didn't drive it because wasn't safe. The tire had a PSI of 24. I contacted Hertz Roadside & the rep I spoke with said that I would have to pay to get assistance from them. I told him I wouldn't b/c I didn't cause this. He told me to exchange it at the airport location b/c of the availability. I told him that the drive is too far & too dangerous.06/24 I just paid to get air put in the tire, but it goes low again. 06/25 I called Roadside & was again told to exchange the car at the airport location. I told the rep that it was too dangerous to drive that far, so the rep issued a voucher for me to get a new tire put on at *** Boys. The point of contact at *** Boys was *****. I waited 4 hours for nothing. ***** asked me to call Hertz because the order kept reading "auto integrate vehicle," & the tire order was not approved. ***** spoke with Hertz 3-4 times, but the voucher wouldn't work. I called Hertz & told the rep that I will just bring the car back to **************. The rep told me that I need to bring the car to the airport location due to availability at the airport. I drive 22 miles to 600 Rental Blvd. When I arrived the worker filed an incident report. I'm then told that they can't exchange my car b/c it was done at a HLE. She told me to go to the location at *************************** to do an exchange. I had a panic attack in the car b/c of this. I drive 7 miles to that location only to be told that there are no vehicles available. I drive 16 miles to bring the car back to **************. The worker told me that she has no cars to exchange & there's nothing and can do. I tell her to take the car back. I'm charged higher for turning in a defective car early. I miss a day of work over this car. I'm requesting a refund for 6/23, 06/24, 06/25 & to credit me for the weekly rate for 6/21 & 6/22 due to returning b/c of the tire
Business Response
Date: 06/27/2024
BBB Complaint: 21902262
Rental Record: 166054781

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

Thank you for reaching out and allowing us to research and address your concern.

Hertz thoroughly reviews all customer inquiries submitted. An adjustment has been made to reflect 4 rental days instead of a weekly rental. A refund of $108.20 has been submitted to **** x5616.

We apologize for the inconvenience you experienced as we worked with our vendor to get your voucher for the tire repair processed. As a gesture of goodwill, 500 points have been added to your Hertz Gold Member Loyalty Account

Best Regards.
Customer Answer
Date: 07/04/2024

Complaint: 21902262

I am rejecting this response because:

The only thing, out of my entire complaint, that you've acknowledged was the voucher, everything else that happened was ignored. Your company put me through the ringer, and I feel that Hertz should make it right. I first notified Hertz on 6/23 of the issue...no one cared. I still had the issue on 06/24 and 06/25. I paid for these days that I couldn't even drive on because driving on a tire with low air pressure is a liability. I was not going to put my child's life at risk inside your hazardous vehicle, which is why I attempted to exchange it, which is why I had to return it because your company refused to exchange at multiple locations. The only reason I drove as much as I did Tuesday was because I was directed to do so by your ******************** I only drove the car for 99 miles total...63+ was spent riding around attempting to exchange it. I burned the gas that I had to pay for by traveling to a total of 4 different cities (***********, ******, ********, and ******) in search of either a repair or an exchange, neither of which happened. I believe that I should be compensated by refunds of those days, as well as the removal of the weekly rate that you've already done. I was forced to return the car early because I didn't want to DIE if the tire blew out while driving. I went to multiple locations BEGGING your employees for an exchange, but I was never given one. 500 bonus points does absolutely nothing if I choose to never patronize your company again, which I will not ever do if this isn't made right. I am currently renting with another rental company, something I did not plan nor want to do; instead, I had no other option because of the danger I faced in your car. You all were my first choice, but because of this, I may never consider Hertz or its subsidies as an option. Am additional refund of 2 out of the 4 days will make this right, because that's when I began the back and forth with your ********************

Sincerely,

*************************
Business Response
Date: 07/11/2024
BBB Case 21902262
RR No: 166054781

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

We have determined the refund of $108.20 and 500 points already processed is more than fair regarding incident that took place and no further compensation is warranted. Rest assured your feedback has been provided to the appropriate management teams for their internal reviews and any corrective action necessary.

Thank you for contacting us.
Initial Complaint
Date:06/25/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am trying to secure a reservation as a disabled person in *******************. I have called many times and no managers have phoned me back after i was in a accident last week. Today I finally connected with ****** in *******************. He was dismissive, rude and condescending. Your site clearly lists that you bring cars to individuals yet you refuse to help.This is discrimination and I will be reporting it as so.****** needs an attitude check if he is indeed a supervisor of the area.I have already encountered a serious trauma and this on top of it does not help matters.He is not helpful in any way.There has to be some hertz that will do this to me so why not help me figure this out rather than spouting rules and regulations like you are my kindergarten teacher?I know my rights as a disabled person and was already told on Monday that this branch could deliver the car but needed to do it another day due to their lack of employess the first day I phoned. ****************************************************************************************************************
Business Response
Date: 06/28/2024
Complaint ID: ********

Thank you for contacting us. Please accept our apology for any inconvenience you have experienced. We have reached out to the local management for our Ft. *******, ** location. They have advised the vehicle is being delivered to you today.
Initial Complaint
Date:06/25/2024
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.
Let me please start with Hertz customer service is becoming sadly ridiculous. I have done my best to remain loyal for over 10 years. I have been a President ****** member for a very long time. Being President ****** at one point use to actually mean something. Unfortunately, lately it means nothing at all. My recent issue is in regards to reservation #K8933109116. I selected a location on the app *********************** for pick up June 21st, 2024 and drop off June 24th, 2024 at same location as pickup. I used points for the 3 day rental and the total came out to $25.67. On June 20th, 2024 I was charged $130.13. When I contacted location servicing my rental they stated I was charged $100 convenience fee due to a further location needing to service my rental. My issue with this is I selected a location and agreed to pay for the fees detailed in my reservation. Being charged a convenience fee due to location not having vehicles is no fault of mine. At that moment I still moved on with zero complaints (deciding to remain loyal to Hertz). I dropped vehicle off on June 23rd, 2024 at the agreed location in my contract. Nevertheless, today June 25th, 2024 I was charged $142.12 (another $12) for something I have no clue as to why. I contacted not only the servicing location but corporate billing only to be treated with rude service and hung up (possibly accidentally by billing). Im filing this dispute because enough is enough. I rented based on my initial contract agreement. Charging fees without notice nor consent is just not right and will not be tolerated. As a loyal customer I really hope that ********************** trains their people to do better. If I agree to a rental agreement and stay within that agreement I should not be charged anything extra let alone with zero consent. Hopefully this is the last of the poor service and I can continue another 10+ years on the positive path that we once had.Thank you!
Business Response
Date: 07/03/2024
BBB Case 21798465
RR No: L11848970

This is a response to Deron Salmon

I apologize for the confusion regarding your billing. Upon review with the local team, I received confirmation that a refund of $151.19 was issued to the card on file. Please allow up to 7 business days for the funds to post to your account.

Thank you for contacting us.
Customer Answer
Date: 07/03/2024

Complaint: 21900746

I am rejecting this response because I agreed to pickup and drop off at a specific location. The manager agreed that they failed to notify me about the $100 convenience fee charged to my rental. I selected the location on hertz app and nothing stated a convenience fee would even be possible due to selecting location. I used a ton of points to avoid an expensive rental. Again, I attached a screenshot of my confirmation which shows what I was told Id pay along woth the pickup and drop off location.
I love working with Hertz honestly and hate that were even at this point. I know in the future that this location is subject to an additional fee however, I had no idea. The manager on site said she tried to book many ways as a regular customer and noticed that it does not mention anything about a convenience fee.
I appreciate your assistance to resolve nonetheless!

Sincerely,

***********************
Business Response
Date: 07/08/2024
Complaint ID: ********
RR#: L11848970

We sincerely apologize for any inconvenience caused. The refund of $151.19 was processed by the rental location on 07/03/24. Rest assured your feedback will be shared with the appropriate management for internal review to prevent recurrence.
Customer Answer
Date: 07/08/2024

Complaint: 21900746

I am rejecting this response because thats handling one overcharge for a day I shouldnt have been charged because I was not there. The charge in question is $100 convenience fee that was charged to me that should not have been charged without notifying me of this. I selected a pick up location in app so if there really isnt a location and additional fees could occur I (any loyal customer) should be notified prior to.
The refund you credited was in regards to an additional charge for a day I was not present as theyve refunded another day they accidentally charged me. Neither have to do with my claim hence me not accepting.
Are you seeing my attachment that shows the agreed upon rate at the pick up and drop off location I selected?

Sincerely,

***********************
Business Response
Date: 07/19/2024
Complaint ID: ********
RR#: L11848970

Thank you for your patience while we reviewed this matter further with the local team. They have advised there is a delivery/collection fee for Seven Rivers FBO, in the interest of customer service they have provided a courtesy refund of $100.00 to your credit card. The refund was processed today 07/19/24, please allow up to 7 business days for the refund to post to your credit card. Attached is your corrected rental invoice.
Customer Answer
Date: 07/19/2024

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.

Thank you Hertz for doing the right thing!

Sincerely,

***********************
Initial Complaint
Date:06/25/2024
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.
RR#********* I was a Lyft driver who rented a car from Hertz from 4/22/2024-6/17/2024.Upon returning the vehicle, I had a balance of $169.80 due for the remainder of the week that I did not drive to cover the vehicle. I called Lyft directly to ensure this amount would be eligible to come out of my $250 deposit. This was confirmed. A week after returning the vehicle, Hertz attempted to charge me an additional $138.08 for a single day of this rental. I was charged for the same day I returned the vehicle when I did not use the vehicle at all for any services. The vehicle was returned Monday morning of 6/17/2024 at 11:55 a.m. When I contacted the location I rented the car from, I was told I was mistakenly charged for Monday because the car was set in the system to be returned on Sunday 6/16/2024 at 7p.m, and the location was not opened on this day and time. I was given the number to billing. I spoke with a *****, badge #*****, and was spoken to as if I was a child, having me break down simple math to insult me and try to justify my reasoning for being charged the total amount for the rental without hearing out the point I was trying to make. I was told to yet again call the location I rented the car from to have the charges removed. After calling back and speaking to the Manager of the location I rented the vehicle from ******** I was told something different yet again. This is the same person who I returned the car with, but failed to know how to remove additional fees. I have been told various things by different employees with Hertz, and yet no one seems to know where or how to get this charge removed.
Business Response
Date: 06/28/2024
BBB Case 21900644
RR No: 122930802

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

I apologize for the difficulties you encountered. As a gesture of goodwill, I have issued a refund of $138.08 to the card on file. Please allow up to 7 business days for the funds to post to your account.

Thank you for contacting us.
Initial Complaint
Date:06/25/2024
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.
Rental Record #********* Hertz Rental Associate lied and Told me Rental Insurance "Wasn't an Option" after Declining it on the Reservation AND in Person When Asked which Package Would I be Choosing. Spent the following day Researching and Confirming with **************** that it is In Fact Optional, But I would have to go Back to that specific Branch and ***************** to be Removed. I drove an Hour after my 12h Pediatric Nurse *********** just that. Speaking directly to Branch Manager. He Apologized for my Troubles and Removed the $363 Charge. Now after returning the Rental I Get a BOGUS $400 charge for Cleaning Fee, when I MYSELF Vacuumed the Vehicle Prior to return. There was no large quantities of debris, No Smoking ANYTHING to warrant Deep cleaning. Only might Possibly be Dusty ******** from getting in/out the Construction Site. From reading here Hertz apparently Does A lot of Unwarranted Unfounded Miscellaneous Charges in General. But Considering My Experience INITIALLY RENTING from this establishment, I Believe this was an ATTEMPT to *********** TARGET me and apply ridiculous fee to accomodate me Complaining about being Blatantly Lied , Intimidated & PRESSURED into adding Insurance when I already said No Thanks!Nice Get-Back Hertz, But I Want PROOF the Vehicle Needed $400 worth of Cleaning! Because Falsifying Information is What Hertz ******** can ATTEST PERSONALLY! Will Absolutely Never Utilize Hertz Again
Business Response
Date: 06/28/2024
Complaint ID: ********
RR#: 157456784

Thank you for contacting us. Please accept our sincere apology for your experience and the billing dispute. We have reviewed the cleaning fee with the location management, they have asked that we refund the charge. Please allow up to 7 business days for the refund of $448.70 to post to your account.
Customer Answer
Date: 07/01/2024

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,

*******************************
Initial Complaint
Date:06/25/2024
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 3/22/24 I booked a car from Hertz via Booking.com for which I paid $410.92 and per the receipt, I was to pay $96.22 at date of pick up - total of $507. 14 for the rental car. On 5/18/24 I picked up the rental car from the *************************************************** Hertz location. At the desk, I provided my online voucher and confirmation number. The worker asked me if I wanted to add insurance, LDW, road side assistance, etc. I declined all additions and informed that I will be using my personal insurance. I also had to provide information regarding my personal vehicle insurance (carrier, number, etc.). I did not see a screen showing all that I declined, nor did I sign a form, it was all via a verbal conversation. The worker stated that the total would be $533.36 plus a $200 refundable deposit. I informed him that the rental car was prepaid and to use the card on file. He informed me that there was no card on file and I had to pay then for the rental car. I inquired of the additional approximate $30 that I would need to pay (as the original voucher stated only a $507. 14 charge). The worker stated that there were additional state taxes/fees added. I was from out of town, so took what he said as being true and paid the amount. A receipt was sent to my email address. This was a work trip and while submitting the reimbursement to my Company, I noticed that I was charged $533.36 on top of the $410.92 prepayment paid on 3/22/2024. Upon review of my receipt, even after declining, it was noted that I accepted LDW and road side assistance, which in total came to an additional $533.36. I called Hertz customer service 3 times and submitted an inquiry on their website, for which I was told to call back "a few days later" each time I called. Upon the latest call, I was told that there was nothing they could do as the receipt was the final contract. While the receipt shows I accepted those additional items, I did not accept those additional items and was overcharged by $437. 14.
Business Response
Date: 06/28/2024
BBB Case 21899891
RR No: 147544180

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

Our records show that all charges were accepted and signed for at the time of pickup as documented on your Signed Rental Agreement (***). With respect, the signed rental contract is a legally binding document. 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. It is the customers responsibility to review the terms of this documentation before departing the rental facility in order to ensure the terms of the contract are correct. In accordance with the *** the charges are valid, and no adjustment is warranted.

Thank you for contacting us.
Initial Complaint
Date:06/25/2024
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.
June 12, 2024, 5 PM--Picked up keys to rental car at *********** (*******, **). Turn on car & see tire pressure is low in rear driver tire (PSI 22; other tires are 35+). Hertz manager, ***, told the woman in line behind us that he had no available vehicles. June 12, 6 PM: fill tire with air to 38 PSI (see screen shot with CSC servicework for $2.50). We inspect tire--no visible damage.June 13, 6 AM: I turn on car & see warning light saying low tire air pressure; PSI in rear tire is 17. I fill up tire with air again (see screenshot for 2nd CSC servicework for $2.50)June 13, 8 AM: I call Hertz roadside assistance. Representative asks if I want to exchange for another vehicle, but I told her the night before they didnt have any more. She then tells me that if I were covered under Roadside Assistance, they would give me a voucher, but I was not covered. So she said I could take it to a tire shop & get it fixed, but that I would have to pay for it.I told her that it was poor customer service, since I picked up the ************ already had low tire pressure meaning I did not cause the problem. She said she made a note.After we spoke, she played an automated message which said I had to visit any Hertz location to discuss this claim within 24 hours or there would be no further resolution.June 13, 8:15 AM: I drive to the closest tire shop, discount tire.They discover a nail in the inside wall of the tire-- non-repairable; charge me $353 for a new tire. I drive to closest Hertz location; **************************************************. Woman at counter told me I need to go to airport Hertz location to discuss with tire w/ them, & representative on the phone with (Hertz Roadside Assistance) shouldve given me a voucher.June 13, 4PM: I go to Hertz MSN airport location, and discuss situation w/ ***, the manager. He said he can reimburse up to $50, so I need to call Corporate for reimbursement. He gives me phone #; rep says email. June 25--I receive email denying compensation of $352.93.
Business Response
Date: 07/03/2024
Complaint ID: ********
RR#: 161209801

Thank you for contacting us. Please accept my sincere apology for the issues you experienced with the tire and any inconvenience this caused. Based on the receipts you provided we are reimbursing you $357.93 to your credit card used for your rental. Please allow up to 10 business days for the amount to post to your account.
Customer Answer
Date: 07/04/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I appreciate Hertzs prompt and well-done response. Thank you for that.

Gratefully,

*********************
Initial Complaint
Date:06/25/2024
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.
We rented our vehicle on June 23, 2024 with booking reference K8550463126 and drove from SNA airport in *************, ********** and drove to ******* in ********************. We valeted the car the evening on June 23, and when ***** went to get it out of the parking garage the morning of June 25, 2024 it was completely dead. This was a 2024 Sorento *** in which Ive read online has problems with this happening. The hotel checked video footage and no interior or exterior lights were left on so this is a mechanical problem with this rental car. We tried jumping and charging the vehicle and the car still would not start and made strange noises. Upon calling Hertz we dealt with customer support (if you can call it that) that only cared about getting the malfunctioned car towed. We are in LA with our kids to take them to ***********. We are stranded at our hotel and paid handsomely for the prepaid ****** Land tickets. Hertz refused to offer us a car ride or to bring us a new rental car. They told us we had to go to the LA airport to get an exchange. How? We are stranded because they rented us (for a lot of money I might add) a car that doesnt operate. I am a Delta Diamonds reward member which gave me President ****** Gold status with Hertz and they still refused to help me and my family. As I sit here now I am waiting for Enterprise Car Rental to pick us up with the rental car we just reserved from them. Its obvious that Enterprise cares for their customers over ********************************************* car and I will never be using Hertz again. I will also be filing additional online complaints if we are not refunded in full along with other concessions for missing half a day with my family at **********. I am absolutely appalled at how Hertz handled this situation and basically telling us they didnt care we are stranded or what we had planned. Ill be telling this story publicly including Reddit unless I hear from senior leadership of Hertz about how they intend to make this right. Bad culture.
Business Response
Date: 06/28/2024
BBB Case 21899651
RR No: 166965842

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

Our records show that you are currently still on rent with us. Please accept my sincere apologies for the issues your encountered. All vehicles are to be in good mechanical condition prior to being released for rental. When a customer experiences issues during their **********************, we recommend contacting the ************************** team immediately for on rent support. They can be reached at ************.

We certainly understand your frustrations in this matter and want to help. While we're unable to review open contracts, please do discuss these concerns with the local team, if you feel a resolution has not been made following the return of the rental, we can surely review these concerns at ***************************************************

Thank you for contacting us.
Customer Answer
Date: 06/28/2024

Complaint: 21899651

I am rejecting this response because the contract was closed over the phone on June 25, 2025 when Hertz refused to assist our stranded family. In addition your non working vehicle was towed back to Hertz on June 25, 2024. Your incompetence continues to be astonishing. Ive put in a full chargeback with **************** but that is just the beginning of the remaining steps I plan to take action on if my requests are not met. There are many additional consumer complaint facilities online but Reddit will likely cause the most noise and Enterprise will love that they came in to save the day when Hertz left one of their president gold club members high and dry on their family vacation. I want this issue resolved immediately with a full refund and Ill leave it to you about any other concessions you see fit. Ive never been more disappointed with a companys lack of customer service or culture than I have experienced with Hertz. As Ive stated, your customer service closed this contract on June 25, 2024 when they refused to assist us on replacing the broken down rental car when we were literally stranded. In addition, youve had the broken down rental car since June 25, 2024 so talking about talking with the local Hertz when we return a car that you already have in your possession is ludicrous. The only rental car we have right now is the one that Enterprise brought us when Hertz fell on their face to assist a customer. You all should be embarrassed. I suggest this get escalated to a senior leadership manager that is capable of handling this situation because I wont go away and have extreme reach on the internet. Youll be surprised what one person with conviction and intelligence is capable of. Do the right thing and do it now.

Sincerely,

*************
Business Response
Date: 07/04/2024
BBB Complaint# ********
Rental record# *********
This is in response to *************.
After further review, the customer only had the vehicle for 2 days prior to the vehicle being towed. The customer declined an exchange and is responsible for the 2 days the vehicle was use in the amount of $463.97. We have refunded the customer in the amount of $621.23 for the unused days. The customer will receive the funds back into their account within 5-7 business days.
Thank you for contacting us.
Initial Complaint
Date:06/25/2024
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.
(Emailed ****************************** ******************************************* *************************************************** 2 weeks ago and received no reply)I am lodging a complaint about a discriminatory experience at ************** on 16 June. Despite booking a ***** XC90 as a Hertz President ****** member, I was directed to the shuttle location instead of receiving the reserved car.The situation worsened when staff informed me that, being under 30, I could not rent the XC90a restriction never communicated during booking. Instead, I was offered a smaller Skoda SUV at the same price. The Skoda was inadequate for our needs, yet I was expected to pay $400 more than the *****. The sympathetic staff member, constrained by the manager, mentioned he would have given us the car if it were up to him. We attempted to rent the XC90 under my mothers name, but the manager intervened, and the car was offered to a white couple beside us.Additionally, extra services were added to our rental agreement without consent. Consequently, I ended up paying $400 more for an inferior car. We had no choice but to accept the Skoda due to our remote location. This experience displays unethical business practices, costing $1500 for a Skoda for 6 days when a ***** XC90 was booked for $950.We felt racially profiled and judged as unable to afford the car. This incident caused us to waste over two hours and significant inconvenience during our business trip. As a corporate client with over 100 bookings annually, this affects our perception of Hertz and our willingness to continue our business relationship.I demand an immediate explanation and rectification. Failing to address this will compel me to escalate the matter to the tourism ministry and initiate a chargeback through ***************** I will never use Hertz again if this issue is not resolved satisfactorily.I look forward to your prompt response and a satisfactory resolution.
Business Response
Date: 07/05/2024
BBB Case 21899134
RR No: 807904171

This is a response to Yash Deshpande

Please accept our deepest apologies for the impression our agents left with you. We consider any complaint of possible discrimination to be a very serious matter. Hertz has a long-standing reputation of diversity and inclusion. We pride ourselves on a very diverse workforce; who are well positioned; with a willingness to cater to and for the varied needs of our diverse customer base.Naturally, we were surprised and concerned to read through your letter.

I sent your concerns to the appropriate management over this facility to review directly with our staff. Upon completion of this investigation, there was no evidence discrimination found and our agents handled this matter correctly.Rest assured, this matter is being addressed internally, and our management team is taking the necessary corrective actions needed.

Normally our inventory of vehicles is more than sufficient to meet confirmed reservations; however, on rare occasions, unforeseen situations may arise that are beyond the branches' control. This is usually caused by late returns,extended rentals, damaged vehicles, etc. I have received confirmation that a refund of ****** or approximately $224.46 USD has been issued to the card on file. Please allow up to 5 business days for the funds to post to your account if they have not already.

Thank you for contacting us.
Customer Answer
Date: 07/11/2024

Complaint: 21899134

I am rejecting this response because:

As I have clearly stated the car was available and in the lot, they did not want to give it to me and they offered it to the people literally beside us as an upgrade at a discount while they put me multiple categories below and charged me more for a cheaper car than I had initially expected to pay for a xc90. This is where the discrimination comes in and I request you to check the records and see that the xc90 I booked months ago was given away in a minute to a white family as an upgrade by the manager leaving my travel plans completely messed up as our bags didn't fit in the smaller car provided.
Even after the $200 refund I still ended up paying over $500 extra for a car that was nowhere near a xc90.

Sincerely,

***************************
Initial Complaint
Date:06/25/2024
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 am using a rental car from Hertz Frankford and ******* location. Since I have rented the vehicle I have had nothing but issues with this establishment. Their online hours and their store hours do not match. The establishment closes early without warning. No one answers the phone. I have had to call over 20 times a day to try to get a hold of an employee to extend my rental no one answers. I have called their ***** number they are no help and suggest calling said establishment but the business doesn't answer the phone. I had to call another location in ** for assistance with this because the Frankford and ******* location lacks quality, service and is just overall bad business.
Business Response
Date: 06/27/2024
BBB Complaint: 21899006
Rental Record: H34240463
This is in response to *******************************.
Thank you for providing us with your feedback.
Please accept our apologies for any inconvenience caused during your rental experience. I attempted to call but was unsuccessful in reaching you by phone. Hertz thoroughly review all customer inquiries.
After further review, your signed rental agreement includes additional coverage for the vehicle during your rental. Once added to a rental contract the coverage option cannot be removed. You would need to return the vehicle and close the existing rental contract, and then start a new rental contract and decline coverages.
Please accept our sincerest apologies as the Frankford and ******* location is now closed permanently. You can return the vehicle to either ************* or ************** locations. I did see your request to cancel your loyalty account with **********************. Apologies are seldom sufficient when customers receive poor service, and I regret your inconvenience, however we will process your request.
Customer Answer
Date: 06/27/2024

Complaint: 21899006

I am rejecting this response because: my complaint was not in regards to the additional coverage, I have already gotten that taken care of. I have attached an email response from the branch manager ************************* saying that he had cancelled my additional coverage on 6/14/24 and that I would only be responsible to pay for two days. I am fine with that, I will not pay past that day since I have a written confirmation that is was indeed cancelled on 6/14/24, I picked up the vehicle on 6/12/24 and I will only be charged for 2 days.
I understand the branch is no closed. It closed without warning and without providing its customers notice. I find that very unprofessionally and inconvenient. I have constantly tried to contact the establishment, I do not the exact day this business shut down but it had to be recently, since the last time I spoke to an employee at this establishment was on 6/17/24 to extend the rental.
My situation is slightly complicated, I am in a rental car because I was sent there by ***. *** is covering the expense of the rental and only work out of the Frankford and ******* Location. My car is being repaired by *** for a manufacturing issue that is covered under warranty. The *** ********** told me to return the rental to them when I pick up my car since Hertz at ********* and ******* has closed. I just want to make sure that I return this car to the proper place, I will receive and invoice and I will be reimbursed for all of my expenses.
Also if you did try calling me I received no such phone call or message. Maybe next time leave a message and a call back number. I never received any phone call.

Sincerely,

*******************************
Business Response
Date: 07/02/2024
Complaint ID: ********
RR#: H34240463

I apologize for any confusion or any inconvenience caused. Based on the email attachment you provided the insurance will not be charged after 06/14/24. You will need to contact the Essington or ************** location to determine if they are able to arrange a vehicle pick up from the Kia ********** (they will determine if it is within their pick up area). Please call them at the telephone number below:
**************;****************** - ************ option 5
Fairless Hills ******************* - ************ option 5

Customer Answer
Date: 07/03/2024

Complaint: 21899006

I am rejecting this response because: The problem with Herts is every single one of your locations lacks quality and customer service. I called the Fairless hill locations multiple times last week and not one employee answered the phone. You can never get a hold of any representative with hertz you have to go there in person. And going in person doesn't help. I tried to go to the ************** location and by the time I got there they were closed. It appears that every Hertz location operates on their own hours and closes before the listed closing time. I drove all the way to the *********** Herts Location for assistance since the branches in ************ all seem to **** and cannot help me. The *********** branch wasn't any better. I waited for two hours for assistance, they took other people who arrived after me, before helping me. When I finally got assistance nothing happened. They couldn't print out any invoices or help update my information in the system so again, I have gone out of my way to contact MULTIPLE Hertz locations, and not one employee answers the phone at any location I have called, all of your establishments just let the phone ring off the hook. Hertz does not provide any customer service, this whole process has been very trying and time consuming and not one of your establishments has been able to help me resolve this issue. After this whole ordeal I will never be using Hertz service again in the future and I will never recommend using them to any friends or family. The whole company should be shut down for lack of service and customer care. I have done everything you have suggested and nothing has worked.

Sincerely,

*******************************
Business Response
Date: 07/15/2024
RE: BBB Complaint # ********

Dear ******************,

I hope this message finds you well. I am writing to express our sincere apologies for the difficulties you have experienced in trying to reach us. We understand how frustrating it can be when you need assistance and are unable to get through to a representative. Your time is valuable, and we deeply regret any inconvenience this may have caused you.

At The Hertz Corporation, we strive to provide excellent customer service and we regret that we did not meet those expectations in this instance. We are currently looking into the issue to understand what led to this situation and how we can prevent it from happening in the future. In the meantime, we would like to offer alternative methods of communication. You can reach us via our ************ Team on ******** m.me/hertz or on ******* at **********************************************************. We assure you that our team is ready and eager to assist you with your concerns.

We appreciate your patience and understanding as we work to resolve this issue. Your satisfaction is our top priority, and we are committed to making things right. Once again, we apologize for any inconvenience this may have caused. If you have any further questions or concerns, please do not hesitate to contact us.
Customer Answer
Date: 07/15/2024

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,

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

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