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

7,210 total complaints in the last 3 years.
2,141 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:04/15/2024
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.
They charged me $182.57 for tolls. Not only was this disclosed on my receipt, this was never disclosed in person. Had I known there would be fees that high for going through tolls, I wouldve never gone through them. It is extremely disingenuous to charge people that much when they arent aware of the price! Then expect them to pay up.
Business Response
Date: 04/23/2024
BBB Case #: 21565982
RR# or Res#: ********************* is in response to ***********************.

Toll charges are applied to the Credit/ Debit billed on the rental or mailed to the customer within two weeks of the *********************** completion and sometimes can be billed sooner depending on Platepass. The administrative fee $9.99 per usage day plus the cost of tolls. This information is available in the Terms and Conditions as listed in your Signed Rental Agreement on Page 3. You may view and pay the toll charges by visiting platepass.com. The toll charge is correct, and we have attached a copy of your platepass charges and your rental agreement for your records.

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

Complaint: 21565982

I am rejecting this response because:
As I explained to the desk agent at the physical Hertz location, I had NO idea such a program existed. Her response was to tell me that theres too much to explain so she left it out. That is unacceptable and a terrible business practice bordering on deceit.
Now, I wouldve totally bought a toll pass had I known of its existence however I did not. Hertz blunt boilerplate response in regards to this confirms my suspicions about their toll program that they have an incentive to NOT inform the consumer about the toll pass and make more money off of them.

Sincerely,

***********************
Business Response
Date: 04/25/2024
Complaint ID: ********
********************** RR#: H32028592
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. Information regarding toll processing and charges can be found on your rental contract as well as through the Hertz website. 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:04/14/2024
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.
While checking in for a rental car I asked how much more it would cost for an upgrade, and the agent told me less than $55, I can use my discount code. I agreed, he started working up the contract, and showed me a price of $486. I said oh, thats less than I originally paid, and he said yes, I used the discount code. Late that night I saw a charge of $686 (the $486 plus a $200 hold) on my credit card and I thoroughly read the rental agreement, the first time I realized the $486 was in addition to what I had pre-paid, not the total price. I have called Hertz, called AAA because I made my original reservation through them, and I went to the Hertz near me that was open today trying to return the upgraded car and get a base level car, and nobody would help me figure out a solution. Pre-paid reservation through AAA was #K7341764576; on site upgrade at Hertz was #*********
Business Response
Date: 04/19/2024
BBB Case 21575258
Rental Record 118112385

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

I apologize for any confusion. I have been in contact with the General Manager of the location. Although, the attached Signed Rental Agreement (***) shows the upgrade fee is a valid charge, he has approved the adjustment. The upgrade fee is being adjusted to $55 plus tax and fees until 4-20-24. If you decide to extend the rental you will need to book a new reservation or the upgrade fee will be applied for the additional days after 4-20-24. You are currently still on an open contract, we are unable to make adjustments on open contracts. We are closed on weekends but we will make the adjustment on Monday when we return and will provide you with a new receipt. On future rentals, please review the *** before leaving the location so that any corrections or clarifications can be made at that time.

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

Better Business Bureau:

I appreciate and accept this adjustment. Thank you.
Customer Answer
Date: 05/30/2024

Complaint: 21575258

I am rejecting this response because:

I wanted to check on the status of my request?

Business Response
Date: 06/03/2024
BBB Case 21575258
Rental Record 118112385

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

I have removed the charge of $431.09, in accordance to upgrade reflecting $55, as a gesture of our goodwill.

Thank you.
Customer Answer
Date: 06/03/2024

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:04/14/2024
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.
My boyfriend and I arrived at the ***************** counter on March 25th, only to be informed by your staff that no vehicles were available, despite having booked on the official website two weeks prior. We were frustrated by the lack of earlier communication, which would have allowed us to arrange alternative plans. Reluctantly, we accepted Hertz's proposed solution to leave our contact details and wait for a call as soon as a vehicle became available, and we were advised to return after waiting 3 hours at a hotel. After spending the entire afternoon waiting (about 6 hours) and making several unsuccessful attempts to reach the rental office by phone, we had no choice but to return to the rental point, where we finally obtained a vehicle after persistent requests. I am baffled as to why we were not contacted immediately when vehicles became available. The manager at Hertzs ***************** location promised to reimburse all our travel expenses (Uber/Lyft) for March 25th. The staff checked the total amount I spent on Uber and told me they would contact me about compensation later. Due to Hertzs breach of contract, our rental period was reduced from 5 days to 4 days(I actually paid $361.54.), and the staff also promised a refund. Today is April 14th, over 10 days since I returned the car on March 29th, and I have not been contacted by any Hertz staff nor has my credit card been credited with any refunds or compensation. I emailed them this week and have not received any response. Setting aside the time we spent traveling back and forth to the rental point and the inconvenience caused by the lack of available vehicles, the attitude of Hertz in handling this situation was truly unacceptable.
Business Response
Date: 04/18/2024
BBB Case 21574942
Rental Record 108199556

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

I understand that our ********* location was delayed in securing your recent reservation with a vehicle. On behalf of Hertz, I apologize for any inconvenience this may have caused to you and your travel plans. A refund for $51.20 was processed on 4-15-24. An additional refund in the amount of $75.99 for Uber has been issued. Refunds usually post within 7 business days.

Thank you for contacting us.
Initial Complaint
Date:04/14/2024
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.
On Wednesday, March 20th I purchased in full a reservation from Hertz for a medium sized sedan for one week, Friday, March 22nd to Friday, March 29th picking with pick at the *************** Hertz. Upon my arrival Friday, March 22nd, I informed the reservation, My Hertz Reservation K80317991D5, could not be completed. I did not have the bank card that was used to make this purchase physically with me at this time. I asked if I could use a different card but was informed by the Hertz employee that was not possible and a new reservation would have to be made. I was given an 800 number to call to get a refund for the reservation I was not able to complete. In order to secure a new reservation, I had to use the only bank card I had with me, my debit card, and since it was a debit card there was an additional $500 hold placed on this card along with the rental purchase price of $426.25. As of today, April 14th, I still have not received my refund under the first reservation of $426.25. I have called all numbers I have been able to find regarding Hertz customer service, complaints, etc. I have spent around 3 hours between being on hold, explaining my situation, being told that a refund is processed, to then being told no one entered a refund on Hertz's end, to being hung up on. I have called and asked to speak with a supervisor or manager but have not been successful. The calls all appear to filter to a call center which has significant background noise, with several Hertz employees with language barriers making it more difficult to communicate my circumstances and attempt to find some sort of resolution and refund. At this point a Camry for one week has cost me $850 and Hertz has stolen $426.25 of that from me (for a reservation that was never completed.)
Business Response
Date: 04/18/2024
Complaint ID: ********
Res#: K80317991D5

A review of our records indicates the refund of $426.25 was processed to your card ending in 4287 on 04/15/24. It can take up to 7 days for the refund to post to your account.
Initial Complaint
Date:04/14/2024
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 recently rented 2 vehicles from Hertz within 10 days. On both occasions, the vehicle I requested was not available. They substituted the car with a different model for the first rental at no additional cost and had no issues. We were told we were being upgraded to a luxury model at no cost for the second rental, which we were okay with. I purchased the tool package for ***** per day I was expecting to have toll bills during my trip. During our travel, we had no issues with the vehicle until we attempted to charge the vehicle near our destination. The first charger we used worked for about 30 seconds and then stopped. We attempted to charge the vehicle at 3 different chargers and use the provided charger cable at the house where we we staying with no success. It was noted that a light was flashing that after looking it up on the internet means that the vehicle is unable to charge and needs to go to the dealer. This all happened within 3 hours of picking up the vehicle. We called the Hertz number and spoke to someone who reported to us that he had the same model do the same thing the day before. we arranged to get the vehicle towed and Hertz attempted to make me pay for the tow. After telling them no they agreed to pick up the vehicle. I told them I did not need a replacement vehicle as we were staying with friends. When we arrived at the airport the next night we stopped at the Hertz desk to try to resolve the issues we experienced and we were told that the location couldn't refund any money and that I had to call the ***** number. The next day while preparing to call the ***** number I was going over all my information and realized that I was charged ****** extra for the rental in addition to the ****** I originally paid for the rental. further examination of my information shows that the Hertz rep at the pickup location charged me for damage protection and roadside assistance without my authorization or even asking if I would like it. Rental # *********
Business Response
Date: 04/17/2024
BBB Case 21573846
Rental Record 114009884

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

I apologize for the issues you experienced with the rental. I have attached a copy of the *** showing the coverages signed and accepted. There is no refund for the coverages. However, I have issued a refund in the amount of $192.69, which should post on the billed credit card within the next 7 business days.

Thank you for contacting us.
Customer Answer
Date: 04/18/2024

Complaint: 21573846

I am rejecting this response because: I appreciate the refund of the rental charge. However if they are unwilling to refund the amount for the coverage I feel that the most appropriate thing to do is to refund me at a minimum for the 1 day that I did not even have the car. The vehicle was towed on day 1 of my rental an no replacement was provided. I just have a hard time paying for a service that I did not receive.

Sincerely,

*************************
Business Response
Date: 04/23/2024
Complaint ID: ********
********************** RR#: 114009884
This correspondence is being sent in response to *************************.
We apologize for the difficulties encountered during your rental with the vehicle provided. As a gesture of concern, we have processed a refund of the second rental day plus the second day of Loss Damage Waiver (LDW) and **************** Services (PERS) for a total refund amount of $142.88. Though processed today, please allow up to 5-7 business days for the refund to be reflected on your billing statement.
Initial Complaint
Date:04/14/2024
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.
Hertz charged me for the rental of two different vehicles in two different *************** on the same date. One charge is correct, but the other is an error as I never reserved or rented the second vehicle and was never in that city or state. The correct charge is: On February 20, 2024 I rented a car from Hertz in ******, **, and returned it that evening. The Hertz # is ******* and the amount charged is $79.74. This charge appears on my credit card statement and is correct.The incorrect charge is: Hertz charged me for the rental of an additional vehicle on the same date, February 20, 2024, in *************, **. That Hertz # is ******* and the amount charged is $78.04. I was never in ************* and I never reserved or rented a car there. I never made this charge, nor did I ever authorize anyone else make this charge. I have no idea why Hertz has charged me for this.In February I contacted Hertz customer service through their website, but never got a response.In February I also disputed the charge with my credit card company, but they were unable to resolve it with Hertz. My credit card company then requested I sign the dispute statement D-************ stating that "Neither I nor anyone authorized by me made this charge", which I have done and returned to them today.
Business Response
Date: 04/17/2024
BBB Case 21573463
RR No: 969613842

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

I apologize for any confusion regarding your billing. Upon my review I found that the charge of $78.04 was prepaid for your rental at the time of reservation, however you incurred additional charges of $79.74 for the Loss Damage ******* ******************* Supplement, and remaining taxes and fees. Rest assured that your personal information has not been compromised.Please note that the reason the billing is listed as occurring ************* is due to our ****************** being based there.

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

Complaint: 21573463

I am rejecting this response because: I declined the Loss Damage Waiver and ******************* Supplement when I picked up the car on February 20, so I should not be charged for this. I have my own auto insurance which includes rental car coverage.

Sincerely,

********************
Business Response
Date: 04/25/2024
Complaint ID: ********
********************** RR#: 969613842
This correspondence is being sent in response to ********************.
Please find a copy of your rental contract which shows an itemization of the optional services. This documentation was accepted and signed for at the time of rent and a copy of the documentation printed or emailed to you for your review. Unfortunately, we are unable to recreate a verbal conversation between customers and our representatives and therefore we must base our decision and response on the documentation which shows the items were accepted.
Initial Complaint
Date:04/13/2024
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 filed a complaint through Hertz's customer email, but since I haven't received a response after 8 days, I am filing a complaint with the BBB. My Hertz reference number is K8043984047. My case number is 21673385.I made a reservation on March 23rd to rent a car at the ******************* in ***** from March 28th to April 3rd for my trip to ******, and I prepaid the entire amount.However, upon my arrival at the pickup time on March 28 at 10 AM, I was informed by the local agent that I was on Hertz's blacklist and could not receive the car. The agent instructed me to contact the Hertz office in the **. Due to the time difference of 6 hours, it was 4 AM in the **, and I had to wait outside until 8 AM US time, which was 2 PM in *****. The weather was very cold, windy, and rainy, and with no place to go with my family, luggage, and backpacks, and no place to sit or charge my phone, we had to endure the cold. After contacting the US Hertz office , I found out being on the blacklist was a mistake by Hertz and I was immediately removed from it and was able to rent the car around 2:30 PM Paris time.During the wait, one of my children caught a cold and suffered from a high fever, requiring periodic doses of Advil, turning our family trip into a complete disaster. I demand an apology and compensation from Hertz for this experience. Additionally, Hertz made two transactions on my card under the guise of deposits (750 euros each, totaling 1500 euros). The agent claimed to have canceled one of the transactions (750 euros) but it has been pending since March 28 and has not been canceled according to my card company, indicating the agent lied. The other deposit (750 euros) was supposed to be returned after I returned the car on April 3, but it has been held in pending status for 10 days now. Before filing with the BBB, I reported all this to the Hertz customer center, but 8 days have passed without any response. I demand immediate action.
Business Response
Date: 04/24/2024
BBB Case 21572764
RR No: 559438235

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

We have reached out to the location regarding this matter and are currently awaiting a response. Once received we will provide an update on case ********. Please continue to work with us directly on case ********.

Thank you for contacting us.
Customer Answer
Date: 04/24/2024

Complaint: 21572764

How long am I supposed to wait? Isn't this a too careless response from a large company to a customer's complaint? It's been about 20 days since I first filed a complaint with Hertz customer service before I filed with the ********************. Still, the only response I received was "We will contact the local office, please wait for a reply" just 9 days ago and I had same irresponsible answer again today. Am I supposed to just wait indefinitely for a dismissive and irresponsible answer like this?

I am rejecting this response because:

Sincerely,

*********************
Business Response
Date: 05/01/2024
BBB Case 21572764
Reservation number K8043984047

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

Our location in ****** advises they had only one hold in the amount of 750euro. When the vehicle is returned and the contract closed, the renter is billed what is owed and any holds dropped. Depending on the bank or credit card company, it may take up to 30 days for the hold to drop off. I would suggest rechecking with your bank/credit card company. If they state there is still a hold, please provide documentation directly from the bank/credit card company. I apologize for the customer service issues you referenced at the location. I hope your child is feeling better. I have sent you a $75 rental certificate.

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

Complaint: 21572764

I am rejecting this response because:
(1) I want to address an issue involving two pending deposits of 750 euros each. Hertz initially claimed that a 750 euro deposit was correctly canceled on March 28, but that the cancellation might take up to 30 days. However, this was misleading. I checked with my card provider, ******* *****, who informed me that if properly canceled by the merchant, a pending status typically disappears within a maximum of 21 days. Thus, Hertz's statement about a 30-day pending period is false. There's also an issue with the timing of these cancellations. The first deposit should have been canceled on March 28 and the second on April 3, yet both pending statuses were cleared simultaneously on April 27. This suggests that both were held and then canceled at the same time, which is inconsistent with Hertz's earlier explanations.
(2)Regarding Hertz's undeniable mistakes, they have offered to compensate me with a $75 voucher. I would like to ask the customer service representative reading my complaint to imagine being in an unfamiliar place for the first time, where the wind is harsh, it's raining, and the weather is very cold, with several pieces of luggage and backpacks, and children in tow. The only information I had was to contact the US office. I didn't know which US office to call or even have a phone number to contact. Since I had to search for everything online, I had to use roaming. Without any information, I had to turn on my laptop and needed a place to sit. None of the nearby cafes had working Wi-Fi. I had to connect my phone to a hotspot, inevitably incurring roaming charges. I had to buy something at the cafe. Consequently, my phone battery was rapidly draining, and I had to wander with my children to buy a portable charger, and even when I tried another cafe hoping for Wi-Fi, I had to roam again and also make calls to the ** from abroad. This incurred costs exceeding 100 euros. I had a lodging paid for over 100 miles away, and I needed to know if I could use it or if I needed to find another rental car (or if I was blacklisted by other providers because of Hertz) or find lodging in this area worst-case scenario. Everything was chaotic and stressful for 4 hours. Eventually, after several calls to the **, I managed to find the right department and my name was removed from the blacklist, but those 4 hours were extremely painful, and as a result, my child caught a severe cold. Would the customer service representative reading this consider all this suffering and agony worth a $75 voucher? Mistakes can happen. Even large corporations make mistakes. However, how those mistakes are handled is crucial to regaining customer trust. Even if I accept **********************'s voucher, I am worried this might happen again. Seeing this careless response process, can I really use this voucher? I demand a full refund. I believe this is the least compensation for the pain and suffering caused by Hertz.
Sincerely,

*********************
Initial Complaint
Date:04/13/2024
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.
During my rental (K7850133914), my car needed a jump start. The *** technician that Hertz Roadside Assistance sent determined that the car needed a new battery, so I called Hertz again and talked to them to approve a payment to the *** vendor to replace the battery. At first they wanted me to return the car to the ********************, but I informed them I did not want to waste my vacation time that way, and shortly after the employee told me that her manager had approved the transaction, and gave the *** man a number to call. The person he spoke to refused to authorize payment and the *** man had to leave at that point. Later the next day, the car failed to start again, and I got a jump start from a passing city employee. That same afternoon, I called Hertz again and was first told it was odd that the *** employee had been able to swap the battery, and then I was told that Hertz would never approve *** to replace a battery, and that my only option was to go to the airport. After some back and forth, I was told I could simply go to an auto parts store to have the battery replaced, an option that had not been presented until now. I agreed to this, and they sent me to a store that they had no account with, and so I was sent to a second store and was able to get the battery swapped there. This account for several hours of my time, in which I was both lied to by Hertz employees and subjected to some fairly glaring incompetence.I then wrote Hertz requesting a refund (letter and their responses attached). The first response I got simply told me that I should have tried calling Hertz roadside assistance, which was a complete non-answer. After I complained about that, they offered a $40 voucher, which I did not find acceptable. I sent a replying stating as much and did not receive a response, and sent a follow up about a week later, also with no response. These correspondences are also attached.
Business Response
Date: 04/26/2024
Complaint ID: ********
RR#: 987381076

Please accept my sincere apology for the problems you encountered during your rental. We understand the importance of having a mechanically sound vehicle for your rental period. We also acknowledge problems may occur during the rental, however when that does happen it is expected the issue will be resolved in a timely manner. As a gesture of our apology I have issued a refund for two days of your rental in the amount of $78.26. Please allow up to 10 days for the refund to post to your account.
Customer Answer
Date: 04/28/2024

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:04/13/2024
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've been a Hertz customer for years, renting mainly from *******, **, until relocating to ****************, **. Recently, I prepaid $355 online for a week's rental, selecting "manager's choice." Received a ***** Volt with no heat, service lights on, and charging issues. Exchanged it for a Malibu, but encountered persistent tire pressure problems. On March 29, noticed a $311 double charge, which Hertz redirected me to Priceline for a refund. However, Priceline clarified they weren't responsible. Despite weeks passing, the refund hasn't come through and confirmation from hertz they are refunding.On April 4, extended the rental due to car readiness delays, only to face $60 in late fees and a $10 support fee for having to talk to a representative over the phone. They also demanded for an extra $460, despite prepaying for the first week and a pending $200 security deposit. Dealing with Hertz's customer service was frustrating, with no US-based support offered. Though they extended the rental, I still received daily calls and texts threatening to claim the vehicle stolen. Resolving the refund issue still remains elusive.Throughout, Hertz attempted various charges, ranging from $400 to $28, further complicating matters, including today, 1 day after return. Returning the car on April 12, the drop-off process was disorganized, with wet papers and no pen for the envelope. I dropped the keys directly in the return slot. This entire experience has been distressing, especially upon discovering Hertz's unethical practices, including falsely charging customers with theft, as highlighted by a BBB article. I urgently request the $311 refund and seek compensation for the undue stress caused. Attached are records detailing calls, charges, and reservation numbers: *********, K8083216728, K80431329c1.
Business Response
Date: 04/26/2024
Complaint ID: ********
RR#: 109820336/K8083216728
Res#: K80431329C1

Please accept my sincere apology for your experience with your recent rental. I am very sorry for the issues you had with the vehicle provided. Upon reviewing your rental, I can advise our records do not show the rental was extended. Due to this the vehicle went into overdue status which resulted in you being contacted by our Vehicle Control. As we have no record of the rental being extended the late return fee is required. Also, there is an outstanding balance of $318.17 for your rental, as the total for the full rental duration including the prepaid amount was $621.17, however Hertz was only able to collect $303.00 from the credit card. Please contact us at ************ to resolve the balance owed.
In regards to your charges for reservation K80431329C1, please be advised our records indicate you had two reservations. The first reservation was booked on 03/21/24 to be picked up on 03/25/24 and you prepaid $311.68, with a refund of $8.31 that was processed on 03/23/24. You also had prepaid reservation K8083216728 that was booked on 03/25/24 for pick up on 03/28/24 for the amount of $356.34. Although you did not cancel reservation K80431329C1 nor was the rental used, I have issued a refund for the remaining amount of $303.37. Please allow up to 10 days for the refund to post to your account.
Initial Complaint
Date:04/13/2024
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 April 4,2024 my rental went down while i was ubering telling me i needed a *** NUMBER to start the car. Therefore i called customer service. When I spoke to customer service she explained to me that there was a damage hold on the car and that I needed a *** number. She said to leave the car and call beack the next day. On April 5th I called the hertz office that I rent from and the manager(*******) gave me the *** number and stated that the damage hold was removed. She(*******) told me i was good to keep working and she'll take care of the hold. I informed her(*******)of the extension not being processed she told me to wait on the system to run the payment. I reached out to her(*******) EVERYDAY about my account letting her(*******) know that they never processed a payment. I reach out on Wednesday April 10,2024 like I was doing daily and she (*******) informed me that the car was in repo status. I couldn't understand why they didn't process the payment because the money was available on my credit I was just waiting on them to process the payment. So I voluntary returned the rental on April 11, 2024. Now I've been placed on do not rent and this wasn't my fault. Now I've lost income every day since I voluntary returned the rental and made the payment amount requested at the office. In the mist of all this I have breast cancer and will be having a bilateral ****** Locks Mastectomy on May 6, 2024 which is why I need my rental to make money before I'm down. Ubering is my ONLY INCOME. Hertz needs a better system because this keep happening to many people that have to rent cars to make an honest living.
Business Response
Date: 05/02/2024
Complaint ID: ********
RR#: 100255164

Upon reviewing your complaint, I immediately reached out to the local manager for feedback. The manager has advised initially you did contact her daily about your account. She advised when you called her to extend your rental, she told you the amount and you stated you needed to add more money in to your account before you could make the payment. However, you did not call her back until you went into overdue status. She then informed you the payment needed to be made in order for it to be cleared. You made the payment and that cleared the overdue. You were advised your next payment would be due in two days. The next call the manager received from you was it was overdue again. She explained after looking up the details that a repossession hold was in place and that your payment was a week behind and you would need to return the car. You returned the car the next day. Due to this the permanent rental suspension was put in place. Unfortunately, this cannot be removed.
Customer Answer
Date: 05/02/2024

Complaint: 21571380

I am rejecting this response because:
Once ******* gave me the *** number on 4/4/24 she told me I was good to keep working. She also said let's wait and see if the system extend your rental. I reached out to her on 4/8/24 and 4/9/24 letting her know to check my account. She did respond until 4/10/24 telling me that **** was hired. ******* also tried to reach out to TNC via email on my behalf, simply because she knew her and I had been working together on my account. There was more than enough funds on the credit card However the system never automatically processed the payment. ******* knows this.
Sincerely,

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

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