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

7,216 total complaints in the last 3 years.
2,143 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:04/17/2024
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.
Dear Hertz Team,DL#********* I hope this email finds you well. I am writing to seek urgent assistance regarding my Uber trip count in relation to my Hertz rental. I joined the program in mid-November under challenging circumstances, as I unexpectedly gained full custody of my son due to his mother's struggles with addiction to a dangerous new drug in our neighborhood.I initially reserved an *** through Hertz for my Uber trips, but upon arrival, I was informed that there were no ***s available. Without hesitation, I accepted a downgrade, understanding that sometimes unforeseen circumstances arise. However, I noticed that I was continuously charged for the *** rental despite not having access to one. I have no qualms about paying extra for the exceptional service provided by a reputable company like Hertz.For the past 20 weeks, I have faced challenges with the auto-renewal process due to an error that prevented the *** from receiving my trip count. I have diligently submitted photographic evidence of my total trips to rectify this issue. Recently, when attempting to switch my rental vehicle, I encountered a roadblock in the form of a DNR status, as *** was still awaiting my trip count. DNR informed me I needed to email *** and provide the trip count.Despite my repeated emails and resubmissions of the required information, I have yet to receive a resolution or reply from tnc . I have placed my trust and reliance on the Uber program offered through Hertz, and I am reaching out for your assistance as I navigate through this issue. I understand the demands the *** department probably are struggling with due to the excess demands for your program,but am hopeful that with your intervention, we can swiftly come to a resolution.Your prompt attention to this matter would be greatly appreciated, as I am eager to continue utilizing the services provided by Hertz. Thank you for your understanding and support during this challenging time.***************************
Business Response
Date: 05/02/2024
BBB Case 21586634
RR No: 819630851

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

I apologize for the difficulties and confusion with your rental. Upon my review with the local team I found that the vehicle provided had a comparable rate to the initial booking. Additionally, our records show that no trip counts were received until 01/22 through 03/12 in which the trip requirements were not met during this period.

Thank you for contacting us.
Customer Answer
Date: 05/04/2024
Dear Hertz TNC Team, I hope this email finds you well. I wanted to take a moment to express my sincere appreciation for the incredible work that you do in managing the high volume of drivers and ensuring the success of the Hertz and ***************** The impact of this collaboration has been truly remarkable, providing opportunities for individuals like myself who are unable to work traditional 9-5 jobs.I understand that errors can occur in such a dynamic environment, and I want to commend you for your exceptional handling of these situations. Since the beginning of my journey with Hertz and Uber, I have experienced a few challenges with the trip count not updating automatically on your end. Despite this, I have been diligent in providing screenshots on a weekly basis to ensure accurate tracking of my trips. This process has been seamless, thanks to the support and opportunities that you have provided me.Relying on the Hertz/Uber partnership has allowed me to spend more quality time with my child, and I am grateful for the flexibility it offers. I have consistently met and exceeded the minimum trip requirements, as evidenced by the numerous occasions on which I have submitted my trip counts for review. My renewal day falls on Mondays, with trip counts calculated until Sunday each week. I have always ensured that the required 30 rides are completed by the deadline of 5 pm on the due date.I am more than willing to provide additional screenshots of my weekly trip counts to facilitate a resolution to this matter. I apologize for any misunderstandings or miscommunications that *** have arisen between Hertz and myself, and I am committed to working together to address any discrepancies.Thank you once again for your continued support and understanding. I look forward to resolving this issue promptly and continuing our successful partnership. Warm regards, ***************************
Business Response
Date: 05/14/2024
BBB Case # ********
RR# or Res#: ********************* is in response to ***************************.

After a thorough review with our ***********, ** Uber location, we were able to confirm you were consecutively late on payments and would rarely meet the mandatory 30 trips per week. Unfortunately,you will remain on our Suspended Rental Privileges (SRP) list.

Thank you for contacting us.
Initial Complaint
Date:04/17/2024
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 pre-booked a Hertz Rental and pre-paid through Chase Rewards in the amount of $416.24. I visited Hertz ************************** 17Dec23 to pick up the car. The rental record # is *********. I was asked by the agent if I wanted additional loss damage coverage and premium road service and I verbally declined. I let the agent know I am already covered as I have auto insurance and AAA and did not want those additional products added. My wife who was standing next to me was witness to this interaction. When the agent said that he needed a credit card I replied that I already prepaid for the car rental. The agent said that this was for a "security deposit". I handed my credit card over for this reason. The Hertz agent never communicated, notified, explained or made me aware of any additonal charges beyond a "security deposit". I was told to sign an electronic signature capture pad. There was no computer screen to see these additional charges the agent had surreptitiously added without our knowledge. I only knew that I verbally declined any additonal products. We had no issues with the car rental and returned it on time. On 27Dec23, I noticed a Hertz charge for $519.98 and thought that we must have been charged in error as we had pre paid for the car rental. This amount includes $314.91 for loss damage wvr and $89.91 premium road service. I called Hertz and they said I had agreed to these additonal products. This is not true. I was both misled and lied to by the a Hertz agent. I verbally declined these products when he verbally asked me. This is a clear deception when the Hertz agent knowingly and surreptitiously adds on additional services that a customer clearly declines. I have never experienced another rental company do something like this and my wife and I are stunned by this deception. Hertz provided me a copy of my contract with the electronic signature portion and my signature is 99% not visible. My desired settlement is $404.82 refunded.
Business Response
Date: 04/22/2024
Complaint ID: ********
********************** RR#: 819342241
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 misunderstanding regarding the additional charges billed for the Loss Damage Waiver (***) and **************** Services (PERS) on your recent rental. Our records show that these services were accepted and signed for at the time of rental. As such, the benefits of these services were extended for the duration of your rental. As these charges were outlined on the rental contract, which was signed, they are considered valid and a refund not warranted.Please find a copy of your Signed Rental Agreement (SRA) attached. It is the customers responsibility to review the terms of this documentation, which a printed copy is provided in the rental sleeve, before departing the facility.
With this in mind, we must respectfully decline your request for a refund of the optional services as they were accepted and the benefit of the service provided for the duration of your rental. While we are unable to recreate a verbal conversation at the rental counter, we must base our decision on the rental contract. Due to this,we encourage all customers to review the printed and provided copy of the rental contract before leaving the rental facility.
As you have indicated the *** and PERS was included on your prepayment and provided through the third party, as a gesture of concern we would like to review for possible reimbursement of duplicated charges. In order to do so, please provide us with your confirmation email from the booking source with a full itemization of the prepaid charges billed.
Customer Answer
Date: 04/22/2024

Complaint: 21586310

I am rejecting this response because: when the agent asked me verbally if I wanted LDW(Loss Damage Waiver) and PRS ********************** I verbally returned the answer with NO I do not want it. The agent purposely and surreptitiously added those products in the contract in a way to conceal his actions from us.This is a purposeful misrepresentation. What is the purpose of a live agent if all that person does is to cheat you? Again, I already pay for AAA and personal vehicle insurance which covers me and any rental car I use. I did not purchase it in the prepaid rental for that reason and I would not purchase LDW and PRS unless I was being purposely misled. Again the agent purposely misrepresented my answer.
Sincerely,

***********************
Business Response
Date: 04/25/2024
BBB Complaint ID: ********
RA: 819342241
This is in response to ***********************. Thank you for allowing us the opportunity to review your concerns. Im sorry that you have found our previous response unsatisfactory.
As stated previously we are unable to confirm or deny any verbal conversations that take place at the rental counter, as such we must base our decisions on the physical evidence. In this case that is the legally binding signed rental agreement. However as mentioned in the previous response we would like to review for any double billing. In order to do so, please provide us with your confirmation email from the booking source with a full itemization of the prepaid charges billed.
Initial Complaint
Date:04/16/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a small *** for the dates 3/4/2024 to 3/11/2024 rental agreement #********. I arrived at 8:00am on Monday 3/4 and waited almost an hour as there were no vehicles available that were "ready." A gentleman came in after about 15 minutes of me sitting in the office and stated "this *** cannot be rented." Forty-five minutes later I told the associate I needed to get to work for a case on the docket for 9:30am. I was asked by the rental associate to take a minivan that had just been returned and to stop by later in the evening on my way home from work to get the small ***. She stated that the van's tire pressure lights and check engine lights were on, but that she'd "make sure there was a nice *** for me when I came back." I arrived back at Hertz at about 4:15pm and was placed in the *** the gentleman stated that morning could not be rented. I live less than 2 miles from Hertz and noticed as I was driving home, there was a grinding noise coming from the engine on acceleration. The next morning (Tue, 3/5) I was driving to work and first the tire pressure light came on, followed by the check engine light. I called Hertz and was told by the associate "they were aware of issues with the vehicle and was top on the priority list to swap the vehicle out and when one was available, they'd bring it to me." I expressed my absolute disgust that they would rent a vehicle with known problems that could've potentially injured myself and my children and that I expected a resolution immediately." I never heard another word back from them. I have phone bills to prove I called over 40 times (leaving messages each time) from Tuesday evening-Friday afternoon notifying them the vehicle was in my driveway and I refused to drive it the unsafe condition. I finally reached out to Hertz corporate who came to tow the vehicle from my driveway Friday, 3/8 w/no replacement and was told I would not be charged for the rental. I just received my CC bill with a Hertz $276.69 charge.
Business Response
Date: 04/26/2024
Complaint ID: ********
********************** RR#: 986364352
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 concern caused by the vehicle provided to you during your rental with Hertz in *********** All Hertz vehicles are to be properly cleaned, serviced, and in good mechanical condition before being released for rental. We always want to provide quality vehicles to our customers and certainly appreciate you letting us know of your experience.Your comments have been forwarded to the Area Manager for internal review and any corrective action deemed necessary.
With the above in mind, we have processed a full refund of your rental charges. You will see the funds on your account within 5-7 business days.
Customer Answer
Date: 05/07/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************************
Initial Complaint
Date:04/16/2024
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 am writing to address a discrepancy regarding my recent rental agreement (#*********) with Hertz.On April 3, 2024, I received both an email and a text message notifying me that my rental would be auto-extended on April 5, 2024. However, on April 5, 2024, at 12:37 PM, I received another email and message stating that the car required attention and that Hertz would not extend the rental.Regrettably, I received this notification approximately two hours after the scheduled return time. Upon promptly receiving the message, I immediately drove to the nearest Hertz location to return the vehicle. Despite returning the car within a reasonable timeframe following the notification, I was charged an additional $75 for an extra day.I am writing to request a refund of the extra day charge, as I acted in good faith based on the information provided to me by Hertz. I believe it is unfair to be penalized for returning the vehicle promptly after receiving notification that the rental would not be extended.I kindly ask for your assistance in resolving this matter promptly. Please let me know if you require any further information or documentation from my end.Thank you for your attention to this issue. I look forward to your prompt response and resolution.
Business Response
Date: 04/23/2024
Complaint ID: ********
********************** RR#: 981388855
This correspondence is being sent in response to a query made by *********************************. Thank you for allowing us the opportunity to review your concerns.
Our records show you made contact with our **************** team on 04/10/24 regarding this matter. At this time, a refund of $75.00 was issued. However, due to a system error this refund was delayed. We have ensured the refund was fully processed at this time. Please allow up to 5-7 business days for this credit to show on your billing statement. We are pleased to see our **************** team was able to provide assistance.
Initial Complaint
Date:04/16/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
on *** 23, 2023 I rented a car from Hertz rental in ******************. I rented it on the Uber program. They have special rates for Uber Driver went from *** 23, 2023 until June 20, 2023 my total for this contract was $1100, I received an email from Uber sometime in June stating that there was a error and they did not charge me enough that I owe them $315.46. This money was taken off my credit card 07/19/ 2023. Fast forward to January 19th the same amount is taken out again. I tried to reach out to customer care. Nobody knew anything they referred me to the office where I rented the car from I went back to them. They said they didnt know anything. My bank statement says that this was generated out of **********, ******* , when I asked him what was the bill for customer care took a long time finally got back to me and said it was for the charge for the car. I rented back in ***. I told him that the charge was paid in July and I had the bank statement to show them , they seem to be confused and just told me there was nothing that they could do. I called customer service. No one could give me any help. I went to the office In ********** no one could give me any help. I reached out to their customer care website I did generate a email from someone , but they never addressed that issue. I had two cases because this is the second time that theyre taking money that they were not entitled to never talk about the case of the $315. I got in touch with a director sent him an email he responded , my amount for the car that I rented in *** was $1100 I sent him a copy of my invoice where I paid $1140 for some reason no response. I am attaching bank statement and email I rented another car in July I had the car from July until October when I return the car on October 4 2023 it was due back October 5, 2023 my next charge if I would have kept the car would have been October 5, 2023. They charge me October 5 $260 for another week although I did not have the car
Business Response
Date: 04/29/2024
Complaint ID ********
********************** Agreement Number 371385276

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

I regret the inconvenience this matter has caused you. After a thorough review of our records the charge of $315.46 was for a missed payment that was billed at the conclusion of the rental contract.

Thank you for allowing us to address your concerns.
Customer Answer
Date: 04/30/2024

Complaint: 21585465

I am rejecting this response because:

Sincerely,

*************************
Customer Answer
Date: 06/07/2024

Complaint: 21585465
I am sending you the response that I sent to the local agency I have spoke with them and the original person has came back to work there that was working on my case I was charged $315.46 twice I rented a car from them. It shouldve been a total of $1100, there was an extra $315.46 that was paid to them that I need a refund in case number one
Case number two I rented a car from them I turned it in on October 4. They extended my contract and another week on October 5 took out funds from my bank account for extra week of $260 and I did not have the vehicle it was turned in. I also sent an email to the local agent and with documentation showing that they overcharged me $260.

Good afternoon
I hope that everything was in the first email that you needed yesterday for that case please respond and let me know if theres anything else that you need me. Here are the documents for the second case of the overcharge of 260 was extended a week that I did not have a car, I turned it in on 4 October 2023. It was extended again on 5 October and an extra charge of ********************************************** know if theres anything else you need or please let me know if this will be all you need. Thank you.
Business Response
Date: 06/12/2024
Complaint ID ********
Rental Agreement Number 371385276

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

After a thorough review of our records the charges billed on this rental are valid. Our stance is unchanged in this matter, and we do consider this matter fully addressed.

Thank you for contacting us.
Business Response
Date: 07/01/2024
Complaint ID: ********
RR#: ********* & *********

Thank you for the additional information. We have reviewed your charges and while we are unable to confirm duplicate payment of $315.46 for rental record *********. Based on the documents you have provided, we have issued a refund of $315.46 to your credit card. Please allow up to 7 business days for the refund to post to your account.
In regards to the additional payment of $260.00 for rental record *********. Please provide your ************ statement showing this charge as our records don't show an additional charge for this rental once the rental was finalized on 10/04/24 for the amount of $260.00.
Customer Answer
Date: 07/03/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
Date:04/16/2024
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 Agreement Number: ********* Rental date: 3/3/24-3/9/2024 I am writing this complaint as I had an issue with my rental with the attached rental agreement number. On March 3rd, 2024, my daughter and I rented from Hertz at the ******************. We were given a Tesla. We came as a leisure vacation, driving after receiving the car to *********, **, roughly 3 hours. When receiving the vehicle, the charge was EMPTY, so our first stop was to charge the vehicle, which took an hour. We had to stop two additional times before reaching out destination in *********, **. I called the "roadside" assistance number to place a claim considering most of our plans involved longer distance driving. I was told that there was no Hertz local, and we would have to drive back to ******* to trade the vehicle in. Upon reaching our destination to Hertz, our care was exchanged. I did ask for compensation due to losing a day a vacation and having to charge the vehicle since it wouldn't hold a charge. The gentleman at the counter told me I would get a "free" upgrade and could return the car not filled (we were given a gas vehicle). Upon returning the vehicle I wasn't just charged for the Tesla, and it not being charged (which is didn't hold a charge) but also for the free tank of gas I was to receive. I have reached out to customer service to no resolution. I am not asking compensation of my time and my money. Our hotel was 100+ a night, charging the Tesla, Fuel charged, and our entire day of vacation that was not respected by your staff and customer service center. Also if you look at the second attachment it states the fuel was at 5% upon leaving! so there is no reason I should have been charged.
Business Response
Date: 04/19/2024
BBB Case 21583862
RR No: 986317076

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

I have received confirmation that you were able to work with our customer service team who resolved the matter by providing a refund of $38.50 to the card on file on 03/22.

Thank you for contacting us.
Customer Answer
Date: 04/22/2024

Complaint: 21583862

I am rejecting this response because:
-When speaking to customer service they did return ***** on 3/22 however that was for the Tesla we had that did not stay charged. (We charged it right before returning to airport, hence why we had to return the vehicle, it wouldn't hold charge.) However, if you look further into my rental agreement (specifically attachment labeled "hertz3" you'll see a fuel refuel charge of ****** mid-way down the page.
Hence the reasoning for the complaint the **** recharge fee not the CHARGING fee.
Once again, your staff (the gentleman who completed the paperwork for the trade in of the Tesla to the Hyundia) said as an inconvenience he would give me a free upgrade AND I could bring the vehicle back without fuel, for a curtesy fill. You can also find that "fuel out" was 5%! Which means it could be returned on 5% fuel remaining.
Sincerely,

*******************************
Business Response
Date: 04/26/2024
BBB Case 21583862
RR No: 986317076

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

I regret the confusion regarding the charges billed on this rental. After review of our records. The vehicle was picked up on a full tank and returned at a fuel level of about 10%. As we were not present for the conversation between yourself and our representative, we must rely on documentation available. In accordance with the Signed Rental Agreement the charges are valid, and no adjustment is warranted.

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

Complaint: 21583862

I am rejecting this response because:
I attempted to call the customer service number several times and attempted to reach out to the manager at the ***************, so he could directly speak to the gentleman who was trying to make this better. Regardless I lost an entire day of vacation traveling back and for several times to flagstaff because of the lack of care to your vehicles. If you won't waive the fees for the fuel charge (which is very poor management/business) then you need to compensate my hotel fees and missed activities from the day we had to drive back to the airport from flagstaff.
Sincerely,

*******************************
Business Response
Date: 05/07/2024
Complaint ID: ********
********************** RR#: 986317076
This correspondence is being sent in response to *******************************.
While we understand our previous response was not the desired outcome, we must advise that our decision and response remain unchanged. Your concerns were forwarded to our Area Manager in ******* for their full review and they have advised that a refund or adjustment is not warranted. While we are unable to process a full refund of the Fuel & Service Charge (***), as a gesture of goodwill we have processed a refund of 1/2 of the *** at this time. The refunded amount of $81.57 was processed today and will show on your billing statement within 5-7 business days. This credit is in addition to a previous refund of the Charging Fee incurred for the first vehicle. 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:04/16/2024
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.
Order #K82125771C7 Date: April 7, 2024 I paid in full for my reservation, but they canceled my order and refused to refund me. This also led to additional expenses for me. It's really unfair to consumers!We booked a Model 3 for two days in advance through the Hertz official website, as our car was rear-ended and needed repairs. When we arrived at the store on April 9th to pick up the car, we were informed that there were no cars available for us. This was completely unacceptable as we had also scheduled to have our own car serviced that day. Not having a car would disrupt all our plans! We explained our situation and requested a ***** because our own car is a *****, but the branch manager displayed racial discrimination, stating that there were no cars available and refusing to offer an upgrade to another model. They could only offer to cancel our reservation. However, we had already paid in full! Moreover, two days in advance, the availability of this model at the store should have been very clear. If it wasn't available, why list it on the official website for customers to book?Due to the dishonest attitude of this store, we had no choice but to cancel our reservation and drive to ******* to rent a car on the spot. However, because we rented the car on the same day, the price was already higher than if we had booked in advance, resulting in us having to rent at a premium.
Business Response
Date: 04/21/2024
RE: ***************
Complaint ID: ********
Dear *****,
Thank you for reaching out to us about your concerns. I see our customer care phone team was able to process your refund in the amount of $585.97 on 4/16/24. Please allow 7 business days for processing and the funds to post to your account.
Thank you!
Initial Complaint
Date:04/16/2024
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 agreement number: ********* Reservation ID: *********** I started renting a vehicle from ********************** in *******, ***** on 03/22/2024. I signed for weekly payment and my payment is due each Friday, but however, they feel like they are above the law by taking funds out on every Friday, and on every Monday that leave my bank account in a negative balance and I have try contacting ********************** about this issue, last couple weeks, and they still have not responding back to my complaint yet. I figured I would contact BBB first before I go off to sue ********************** cause by taking funds out two times a week that was not authorized is very unlawful especially when they keep freezing up my bank account.And another problem is this, I rent a vehicle from ********************** cause that they have a Uber account, and couple days ago, I was driving down the highway in *******, and my steering wheel was shaking a lot, so I went to ********************** location in *******, to get a order number so I can go to a ********* to let them look at my tires, and they ********** employees) told me that the two front tires are very bad, especially the driver front, and the two back tires was ok, but yet, the tires was NOT approved by hertz, so I guess if something happen with the car, with me or me and my passengers, we will sued their pants off, on this one.
Business Response
Date: 05/06/2024
Complaint ID: ********
********************** RR#: *********
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 concern caused regarding the billing and authorizations made for your rental. As stipulated in your rental contract, each week will require an authorization at the beginning of the rental week which is released at the end of each week when the total charges are billed. Our records show your rental under RR# ********* began on 03/22/24 and took place weekly through 04/26/24. The billing of your rental is consistent with the base weekly rate agreed upon at the beginning of your contract and is correct. Below is a breakdown of the weekly charges and we have attached accompanying invoices for each charge for your review and record.

03/22/24 - 03/29/24 - Total charges billed $313.47
03/29/24 - 04/05/24 - Total charges billed $313.46
04/05/24 - 04/12/24 - Total charges billed $313.47
04/12/19 - 04/19/24 - Total charges billed $313.47
04/19/24 - 04/26/24 - Total charges billed $313.47
Customer Answer
Date: 06/06/2024

Complaint: 21583430

I am rejecting this response because:
Please see attached

Sincerely,

*************************
Business Response
Date: 07/12/2024
Complaint ID: ********

RR#: 106460270

The rental location has advised that you were to call Roadside Assistance if you were having mechanical issues with the vehicle. While we believe this matter was handled appropriately, in the interest of customer service you were provided a refund of $1,137.38 and we zeroed out the outstanding balance of $254.11. This total refund is for the towing, keys, cleaning fee, and the extra week. We have determined no additional adjustment is warranted.
Customer Answer
Date: 07/16/2024

Hertz stole money from my account until I threatened them with a lawsuit, and they finally gave me most of the funds they stole. I had their vehicle for 11 days, and they refused payment, plus their vehicle, cause of the bad tires that ********* warned them about twice. They still kept the $488 I have been trying to get back, but they keep calling it a miscellaneous charge, so what does that mean? I have tried to get an answer from them.Still, they have been ignoring my emails, which is unacceptable cause I will do everything possible to warn my friends and family about the service I received from Hertz.

Complaint: 21583430

I am rejecting this response because:

Sincerely,

*************************
Initial Complaint
Date:04/16/2024
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Im am a uber driver and began renting a Tesla from hertz on Nov 27 2023 rental agreement # ********* on signing my contract i was told if i rented the Tesla for 10 weeks i would receive one free week on Dec 18 i was told to return the car so they could swap into a different car because it was unsafe do to a mechanical issue that same day they lut me into another Tesla rental agreement # ********* on Dec 27 i was told to bring the car in because it had been sold and they would swap me into another Tesla rental agreement # ********* that same day i had this vehicle until April 10 i think last Fri when i returned it and ended the contract do to being over charged i have been trying to have my free week refunded to me for the past couple months first being told that because they told me to swap out the car and they gave me a different one with a new ra # that was not eligible for my free week or the $485.00 equivalency then today i spoke to a representative who now told me i wasnt eligible beause the promotion ended on Dec 7 and i could not rent for 10 weeks in the time frame when i signed the contract on Nov 27 to when it ended on Dec 7 i just keep getting excuse after excuse and wish for them to honor their contract and agreement as i did i hope you are able to help me thank you very much
Business Response
Date: 04/22/2024
BBB Case 21582690
RR No: 833572784

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

I apologize for the missing week you were to receive for free. I have removed on week from your rental to issue a refund of $348.88 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: 04/23/2024

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:04/16/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On February 1st of 2024 I took my car to my dealership to get it fixed and I was sent over to hertz to get a rental car while mine was being fixed. I had some personal belongings in my car that I then had to put into my rental car at the time of it being given to me. Everything went fine at the time of getting the rental. the time had gone by and I had given back the rental and forgot that my passport had been left in the car until it was time to look for it for a trip that I was going on. I tend called hertz customer service number and gave them the information to look up my rental and then they proceeded to tell me that they couldn't find my rental under my Drivers License number. at which time I became agitated because I know that there are 2 rentals under that number. I then got hung up by this man that I was speaking to. I then called back and got the information that I needed and was told that a supervisor was going to give me a call and that I could speak to them about it. I never got that call and now it is a week later. I then called again today and let the man know on the phone that I would like to speak to a suerpvisort and he said "we do not have on one until 10 AM central time which was a minute away" and he told me to hold the line and that he would get me over to someone. he then hung up on me. I called back again 4th time now and said I wanted to speak to a supervisor after she told me she could not find my rental from the information I gave from my rental agreement and then she hung up on me again as I was telling her what was going on. I have no lost my passport because they did not tell me I left something of such importance behind I have been disrespected by the company by there, call center reps and all I have been received as a $75 voucher towards my next rental after I have been going at this with them for over a week. they are hanging up on me and ignoring me when I call I called again and ****** even got info out and was hung up on again.
Business Response
Date: 04/22/2024
BBB Case 21582467
RR No: H31110100

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

I regret to inform you that we were unable to locate your lost item(s). Please accept my deepest apologies for the inconvenience. Though we make every attempt to provide the best customer service and work to return items to our customers, we are not responsible for personal property left in our vehicles or at our locations. While I regret this is not the desired outcome, I hope you will understand our position in this matter as we consider it to be fully addressed.

Thank you for contacting us.
Customer Answer
Date: 04/23/2024

Complaint: 21582467

I am rejecting this response because: this is not about the lost items. This is about how disrespectfully I was treated by your company and the people that work for it. I was disgusted with the fact of how many times I was hung up on and ignored while I was trying to get simple answers. Unfortunately this is not something that youre going to apologize for the lost item. So many things have gone wrong by your company. The cleaning out of the vehicles which led to personal property being left behind. The rudeness from your people hanging up on me and 1 telling me they couldnt find my reservations and then the next telling me that they did. The asking to speak to a supervisor 3 times to make this complaint known so I didnt have to report it here. I never got a call back from a supervisor and I did infact send an email and never got a response back. This is about how youre going to keep me business if I ever need to chose your company again to have a rental car. Your customer service is beyond profession it is 100% unprofessional from the way I was being treated. If youd like we can talk about that ?

Sincerely,

***************************
Business Response
Date: 04/26/2024
BBB Compliant:21582467
RA:H31110100

This is in response to ***************************.
I am very sorry to hear about your recent customer service experience and ********************** with us and the inconvenience this has caused you. Our aim is to always provide the highest level of customer satisfaction and service before, during, and after the rental. Im sorry you did not experience this. We do appreciate you reporting these issues and concerns as that is how we grow and improve as a company.
While Hertz is not responsible for any lost items, I can assure you that all efforts are put in to finding them. Im sorry your passport was unable to be located. I truly hope we can improve from these concerns and have the opportunity to provide you with a better rental experience.
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,

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

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