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

7,199 total complaints in the last 3 years.
2,131 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:04/12/2024
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.
CARE CASE ******** ***** SPARK 7/09/22 CAR WAS STOLEN ON 7/11/22, I REPORTED THE INCIDENT TO HERTZ, AND THE CITY IT TOOK PLACE IN. I DID NOT STEAL NOR KEEP THE ****
Business Response
Date: 04/17/2024
BBB Case ********

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

Upon our review we found that the vehicle was repossessed as you had kept it past its due date and did not respond to or provide a valid reason for this overdue rental to our Vehicle Control team.While I regret this is not the desired outcome, this Suspended Rental Privileges status is permanent and cannot be undone.

Thank you for contacting us.
Customer Answer
Date: 04/19/2024

Complaint: 21565649

I am rejecting this response because:

Sincerely,

***************************
Initial Complaint
Date:04/11/2024
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.
I have been given the run around and constant wrong information from the customer service **** with **********************. I have had a repo placed in my account because of the staff not properly notating my account, I use the car to work for Uber. They charge you more and your holds arent removed as fast as they say they are sometimes it takes about 30 days. I had a fee that was charged and should have been removed off the fee and wasnt and its been a month and Ive recieved no update on my refund nor have I received it.
Business Response
Date: 04/29/2024
Complaint ID: ********
RR#: 101448476

Please be advised the hold/authorization is released once the charge post. In regards to your last rental period of 03/13/24 - 04/05/24. The rental wasn't extended after 03/20/24 which resulted in the rental being overdue. The total for the 23 days was $1,063.69. However, Hertz only received payment of $305.00 which resulted in there being a current balance due of $758.69
Initial Complaint
Date:04/11/2024
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 writing to file a formal complaint regarding my experience with the Uber Hertz rideshare program. As a participant in this program, I expected a seamless and reliable service that would enable me to earn income through ridesharing. However, my experience has been marred by a series of significant issues and failures on the part of Hertz, resulting in substantial inconvenience and financial losses.The timeline of events leading to this complaint is as follows:On February 27, while participating in the Uber Hertz rideshare program, I encountered a roadside assistance issue during a ride that took me three hours away from my original location. Despite assurances of roadside assistance as part of my rental agreement with Hertz, I was unable to access the assistance promised. Consequently, I had to utilize my personal AAA services, incurring additional expenses that should have been covered by Hertz.Subsequent to this incident, I experienced ongoing difficulties with the rental service provided by Hertz. On February 29, I made a payment of $670.00, followed by another payment of $334.00 on March 1st, for rental services. However, on March 2, I encountered repeated issues with accessing the rental vehicle through the Uber app. Additionally, on multiple occasions (March 2, 5, 12, 13, and 14), the rental vehicle was unavailable as promised, despite my attempts to report these issues through the app and emails.Furthermore, attempts to rectify payment issues on March 14 and 15 were met with unhelpful responses from Hertz customer service, who directed me to contact the local location. Regrettably, the local location provided no working contact number, leaving me unable to address the payment concerns directly. As a result, the rental vehicle was inexplicably towed on March 16 before I could resolve the payment issues as planned.On March 22, an unauthorized deduction of $1156.90 was made from my account by Uber **********************. This deduction occurred despite my not having rented a vehicle on that date.Despite my efforts to address these issues directly, including writing to the location manager, I have received no response or resolution to date. This lack of communication further exacerbates the frustration and inconvenience I have experienced.The culmination of these events has resulted in financial losses and prevented me from effectively participating in the Uber Hertz rideshare program, which is intended to provide an income opportunity.I fulfilled my financial obligations as agreed upon, yet it is solely due to Hertz's billing errors and failures that I find myself in a position of undue hardship. These errors have not only caused financial strain but have also directly obstructed my ability to utilize the rental service for its intended purpose, which is to participate in the Uber Hertz rideshare program and earn income."I expect a prompt and satisfactory resolution to these issues and request reimbursement for the additional expenses incurred and lack of allowing me access to the app since they removed the vehicle almost daily while on rent. Due to Hertz's failures. If necessary, I am prepared to escalate this matter further.Thank you for your attention to this matter.
Business Response
Date: 04/18/2024
BBB Case 21565104
RR No: 966159132

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

Upon our review we found that the vehicle was repossessed and you were disqualified for Uber rentals due to non-payment. While I regret this is not the desired outcome, the charges and disqualification are correct.

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

Complaint: 21565104

I am rejecting this response because when the car was repossessed, I had made payments as you see attached. There was also payment taken at the end of the month in which the car was repossessed. I have a thread of communication with Hertz, and nothing answered. Hertz needs to investigate this further and correct their accounting urgently.

Sincerely,

Dailys ********
Business Response
Date: 04/26/2024
BBB Complaint# ********
RR# *********

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

Thank you for taking the time to bring your concerns to our attention.
Hertz thoroughly reviews every customer's inquiry; Upon our review we found that the vehicle was repossessed, and you were disqualified for Uber rentals due to non-payment. While I regret this is not the desired outcome, the charges and disqualification are correct. We ask that you respect our final position on the matter as we consider it fully addressed. Further requests to revisit this matter will not be considered.
Thank you for contacting us.
Initial Complaint
Date:04/11/2024
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.
Subject: Complaint Regarding Deceptive Business Practice - Rental ******************* K6230423327 I am writing to file a complaint against Hertz regarding a recent rental experience from 3/26/24 to 4/2/24 with reservation code K6230423327.Upon pick-up at Destin, **, on 3/26, I verbally declined liability insurance coverage. However, I later discovered that despite my explicit refusal, the agent included the charges for insurance in the final pricing without my knowledge. Regrettably, I overlooked this discrepancy as I was distracted by my children at the time of signing the agreement.In response to my complaint, Hertz representative ****** stated that as per the signed rental contract, the charges are deemed valid. While I understand the legal aspect of signing the agreement, my complaint pertains to deceptive business practices. Despite my clear decline of coverage, the agent still attempted to include it in the charges, which resulted in an additional $300 expense for **** find this deceptive attempt unacceptable and urge for appropriate action to rectify the situation. I appreciate your attention to this matter and look forward to a resolution.Sincerely,*********************
Business Response
Date: 04/16/2024
BBB Case 21564900
RR No: 108635376

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

With respect, the signed rental contract is a legally binding document. 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. 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. In accordance with the Signed Rental Agreement the charges are valid, and no adjustment is warranted.

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

Complaint: 21564900

I am rejecting this response because:
While I understand your stance on the signed rental contract, it's important to address the concern raised regarding deceptive business practices.
Its regrettable that Hertz cannot verify the verbal conversation, indicating a need for better supervision of their staff. This unresolved issue requires attention.

Sincerely,

*********************
Initial Complaint
Date:04/11/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
?????On Saturday March 16, 2024 we flew to ***. We rented (Reservation #a large sedan through ***** airlines. The total amount was supposed to be $571.69. Once we got to *** after the long flight we went to the Hertz counter. The male that was behind the counter took our information. During our conversation he tried pushing on us an upgrade to a jeep Cherokee. I told him I wanted the car we reserved. After asking some more questions about insurance and fuel options he proceeded to tell us the total. I dont remember the exact amount he told us initially but it was in the ballpark of $1,700.00. I asked why it was so much and he told us you got the upgrade to the Jeep. I told him that I did not want the upgrade and that I wanted what we reserved. He then told us something to the effect, okay then Ill give you a **** I said if thats what I reserved thats fine. A short time later, he gave us the bill and it was for $1,693.11. I asked again why it was so high. He stated because I gave you an upgrade. I again told him I did not want it. He said repeatedly, You rented through a third party. During our entire conversation he was continually trying to redirect us when we told him that we did not want the $392.00 upgrade.At this point the line was getting longer and since our request fell on deaf years multiple times we took the rental slip and went to the parking structure. Inside there were multiple large sedans parked on the line available for rental. When we returned home on March 23rd I completed the customer survey that I was sent from **********************. In my reply I expressed my displeasure with our experience and the fact it felt we were being Pushed into an upgrade we did not want. Some point after completing the survey I received an email from Hertz Cares. A complaint # DB0F7C20-CC2F-452B-A36B-F8D1B4D2A75D was generated. In one of the emails I received I believe I was told I would hear from someone in a couple of days. No one has responded.
Business Response
Date: 04/17/2024
BBB Case 21564671
RR No: 103239113

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

Our records show the upgrade charge was accepted and signed for at the time of pickup as documented on your Signed Rental Agreement (SRA). 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. In accordance with the Signed Rental Agreement the charges are valid, and no adjustment is warranted.

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

Complaint: 21564671

I am rejecting this response because:
it is unacceptable what occurred. There is absolutely no reason for the Hertz employee to essentially strong arm us in to taking the vehicle. It was clear to us that the employee was not happy that we got a good deal from a third party app. Not only am I still requesting a refund for the unwanted upgrade, I also will be cancelling my Hertz Gold membership.

Sincerely,

*********************
Business Response
Date: 04/23/2024
Complaint ID: ********
********************** RR#: 103239113
This correspondence is being sent in response to *********************.
Unfortunately, we are unable to recrate a verbal conversation held between our customers and representatives at the rental counter. Therefore, our decision and response is based on the rental contract which shows a vehicle upgrade was accepted and signed for. Rest assured your concerns have been shared with appropriate management for their full review to ensure proper customer service procedures are being followed and to take corrective action where deemed necessary. As a gesture of goodwill, a credit of 1/2 of the vehicle upgrade charges is being processed at this time.
The refunded amount of $196.00 has been processed today and will show on your billing statement within 5-7 business days.
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:04/11/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car from Hertz Rental Car from the LA airport on March 4, and I returned it to the ********************* on March 15. The Hertz reservation number was K7732901652. I paid $851.49 on a **** credit card.The car had not been well maintained. It had bald front tires and worn out windshield wipers. By far the biggest problem, and the main reason the rental was unacceptable is that the car _did not start reliably_. It had a key fob, but most attempts to start the car failed and I got the alert message on the dash "No key fob detected." This was in spite of me having the key fob in my hand, moving it around, etc. Typically I had to open and close the doors, including the hatch door, to "reset" the vehicle and pray it would start. I was on a road trip with my wife, and I was afraid to shut off the engine when we were in remote locations for fear it would not start again at all.When I returned the vehicle at the *************** I reported this main problem to two separate people. The rental lot intake person wrote notes on the windshield with a pink marker. I then went to the Hertz counter and sat with an employee at her desk. I explained the problems and she said she was writing notes in her system for my reservation so that "when I called Billing to report the problems" they would have her notes. I called Billing to request an adjustment in billing. They saw no notes in the system about my rental and offered no compensation, merely "Gold Points," which I did not accept.I then wrote several emails to try to provide exact details and escalate my case to someone who could help. The responses I got, in summary, were "You did not report any problems while you had the vehicle, so therefore the problems were not documented and we cannot help you." I objected by saying I did in fact document the problems several times, but I do regret that I did not report the problems while I was on the road.Please help. This was a totally unacceptable experience.
Business Response
Date: 04/16/2024
BBB Case 21564216
RR No: 986775731

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

When a customer experiences difficulties or is unhappy with their vehicle during the rental time frame. We recommend contacting ************************** (ERS) for on-rent support, ERS can arrange for an exchange, repair, tow, or make notes of your concerns. We do not have record that you contacted our ERS team regarding the condition of the vehicle. Please be informed that adjustment credits and refunds are based on documented information, which, in this case, did not support compensation.

Thank you for contacting us.
Initial Complaint
Date:04/11/2024
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.
State Farm hired a rental car from Hertz for me to drive. My car, 2017 ******* was hit from behind from a driver whose insurance is State Farm causing total loss. This accident happened on Friday night, December 15, 2023. On December 21st State Farm provided me with a 2023 ****** Camry as I needed to drive. That went until next January 8th, 2024. Then Hertz let me drive same car with my paying $32 per day of use. I called Hertz every 3 or 4 days to use more to extend and Hertz charged my ***** Fargo credit card $32 for each day. It was on February 27th that Hertz requested that I return this rental car, that I did. Then Hertz charged $1563.30 from my ***** Fargo card the next day. I put up a dispute claim with my bank and now my bank tells me claim is closed. I called Hertz several times but got hanged up. I am very confused as what this charge is for.
Business Response
Date: 04/29/2024
Complaint ID: ********
********************** RR#: H30121980
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 charges billed for your rental with Hertz. Our records show you entered into a rental contract with Hertz on 12/21/23 under RR# H30121980 in ******, ******. At the time the rental was confirmed, the third party company responsible for paying the rental charges authorized 19 days of rent at a rate of $28.24/per day. However, we show your rental took place for a total of 68 days and was returned on 02/26/24 to *******, ******. As the third party company only covered the first 19 rental days, the additional 49 rental days were the responsibility of the customer.
The Terms & Conditions of the rental contract outlines the customers responsibility for days not covered by third party insurance or dealerships and in this case, the additional days not covered by the third party company were billed to the charge card provided. The charges have been reviewed and are valid. However, if you feel the third party was to cover the additional 49 rental days, this will need to be addressed with them directly for possible reimbursement.
We have attached your final invoice and initial rental contract for your review and record.
Customer Answer
Date: 05/03/2024

Complaint: 21563928

I am rejecting this response because:
Hertz actions. Every time I requested extensions Hertz agent would charge my bank account for amount for days use. I just checked my bank account and I see that those amounts weren't entered, instead now totalled to this big amount and waited to end of rental use. That I am objecting to Hertz practice ways.

Sincerely,

***********************
Business Response
Date: 05/07/2024
BBB Case 21563928
RR No: H30121980

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

Please note, in accordance with the Terms and Conditions of the Signed Rental Agreement if any changes or alterations are made to the original contract the rates and cost are subject to change. This is including but not limited to extending a rental, returning early, or changing the return location. While I understand this is not the desired outcome, our position remains unchanged as we consider this matter to be fully addressed.

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

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:04/11/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a pick up truck in ***************** from March 23rd 2024 to April 1st 2024. The order confirmation number is K7922377303. Before I returned the vehicle, I fueled the car fully at a gas station less a mile away from the rental site. However, after I returned my car, Hertz sent me a bill claiming that I did not fuel the car and charged me $350 for the gas. When I returned the car, the hertz staff at the site not only checked the dashboard himself but also took a photo of the dashboard which shows a full tank of gas. After Hertz wrongfully charged me $350 for the gas, I tried to contact them through phone. After waiting for hours on the phone, hertz hang up on me without connecting me to an agent. When I reported my issue through email, I did not receive any response from them after waiting for a week. This is so frustrating and annoying. I have provided them my fuel receipt, which shows that I fueled the car 5 mins before I returned the car and the gas station is less than a mile away from the hertz rental site. I am filing this complaint, hoping hertz can take this issue seriously and solve it ASAP! I have attached the Hertz receipt including the wrongfully charged gas, and my fuel receipt at **************** on April 1st right before I returned my vehicle.
Business Response
Date: 04/15/2024
BBB Complaint:21563874
Rental Agreement: 107054614

This is in response to ***********.
I appreciate the opportunity to assist in this matter. Upon further research I have found that a refund has already been issued in the amount of $309.86 to the card on file for the fuel charge. Please allow 5-7 business days for this to reflect.
Thank you for contacting us.
Customer Answer
Date: 04/18/2024

Complaint: 21563874

I am rejecting this response because: I was charged additionally $347.17, but only $309 is refunded. The additional $38 is the additional concession fee recovery. The concession fee recovery is charged at 10% of the rental cost. In the original receipt, the rental cost is $452.87 and the concession recovery fee is $47.23. However, because the $309 fuel was charged on my receipt incorrectly, the total rental cost became $761.87, causing the concession fee recovery to be $78.22. You have refunded me the incorrect fuel charge, but have not refunded me the additional concession fee recovery. I am expecting a full refund of $347.17. Let me know if you have ang question.

Sincerely,

***********
Business Response
Date: 04/25/2024
BBB Complaint: 21563874
RR# 107054614
This is in response to *************** complaint. Your are correct about the increase in the Airport Concession Fee. I've refunded the additional amount of $37.31. Please allow 5 to 7 business days for the refund to post to your billed credit card. I apologize you had to contact us back.
Thank you for contacting us.
Initial Complaint
Date:04/11/2024
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.
Rental agreement number: *********, On March 11, 2024, at approximately 06:00 pm Central time, I picked up a Tesla rental car from Hertz car rental agency in ********************************************. I drove directly to the recharging station at the local Hy-Vee grocery store to fully charge the battery since it was about 73%. I charged the battery to 100% before leaving for my road trip which was approximately 188 miles. I was assured that the Tesla would go for about 260 miles on a full charge and that it would most definitely make it to *****, ******** 188 miles away. After driving about **************************************************************************************** after 114 miles total driven from the time of pick up until the time of breakdown. I was stranded about 60 miles outside of the city limits for *****. I arranged transportation for myself with no Hertz help. The next day on the 12th, Hertz dispatched **************** to tow the vehicle to the ********************* center. The ******** service Agent arranged for a new vehicle to pick up at the airport and assured me that because this was a mechanical breakdown I would not be charged any type of service fees. Upon return to ***********, the Hertz representative told me there was nothing wrong with the Tesla despite it breaking down and later billed the following: 3/5/24, $103.79, 3/11/24, $421.92 and $448.10 on 3/18/2024. On 3/26.2024, gave a refund of $226. I continue to request an itemized statement of charges which has not been provided to me. A customer service Representative advised me that I was billed a $150 dollar outside cleaning charge and another Representative advised that I was billed for a smoking charge and failing to return the vehicle to the original location. I do not smoke and never have and I could not return the vehicle do to the circumstances of the breakdown. Hertz is basically ignoring my request for an itemized statement and a refund of the charges.
Business Response
Date: 05/01/2024
Complaint ID: ********
********************** RR#: 989003525
This correspondence is being sent in response to a query made by *******************************. Thank you for allowing us the opportunity to review your concerns.
We apologize for any difficulties encountered during your rental. Upon receipt of your inquiry we immediately reached out to our General Managers in ******* and in ***** for their full review and assistance. They have advised that no issues were discovered with the vehicle charging and can confirm the vehicle was charged during the rental. However, have requested documentation showing the charging issues encountered during your rental so that we may further review.
Customer Answer
Date: 05/15/2024

Complaint: 21563587

I am rejecting this response because:

The charging issue that I can speak to is that the Tesla lost all battery power and was at 0% after approximately 100 miles driven, thus the reason for the breakdown, roadside assistance and replacement vehicle.

I received the Tesla at around 75% charge and immediately spent about 45 minutes of my time and money charging the battery to full capacity at the local Hy-Vee grocery store which Hertz has a contract with and whom I was billed through Hertz for that recharging. About 50 miles later the car started to rapidly lose battery power and the battery was exhausted after about 100 miles driven. Hertz roadside service took the Tesla to the nearest service facility and it was evaluated there. I was not a part of that evaluation nor am I an expert on Electric Vehicles, so I don't have any other information than Hertz already has.

Upon return of the loaner car to the Shawnee location the Manager was very rude and asked me what I did to his Tesla. He acted as if I stranded myself in his Tesla intentionally in the middle of the night on the interstate. When I attempted to clarify what happened with the car, he dismissed my comments and sent me on my way. A few days later I had almost an additional $1000 in charges forced through on my credit card. While I was hoping for a courtesy rental because of the breakdown, I got $1000 in charges to my credit card instead.

This has been going on for over 2 months now and all I have gotten is the run around and a very ***** ****** on dealing with Hertz.

Signed,
A very unhappy consumer who has learned a valuable ****** on who not to deal with!
Customer Answer
Date: 05/15/2024

Complaint: 21563587

I am in receipt of your email advising that the company request additional information from me. However, the email does not specify what additional information is needed from me. I do not believe that I have any additional information that Hertz doesn't already have as they hold all the reports form Roadside Assistance and their branch offices. If Hertz thinks that I have some additional information that they do not have, then I would really like to know what specific information they request from me.

I do not wish this case to be closed as it is unresolved and I have been stuck with a bill of almost a thousand dollars and that is not fair to me. The rental receipt shows that I drove this car for barely over 100 miles and had it for less than 6 hours at the time of breakdown. Regardless of what their service people told them, the fact is that the car did lose charge and was at 0 percent after driving only a total of 114 miles. I am expecting and desire a full refund of those charges that were billed to me.

Please contact me if you or Hertz has any additional questions that I may help with.

Sincerely,
**********************************
Business Response
Date: 05/21/2024
BBB Case 21563587
RR No: 989003525

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

As previously advised, we have confirmed that the vehicle was functioning properly and no issues were found with the battery or charging port. Please note that it is the customer's responsibility to refuel/recharge the vehicle during the rental period. As such, no compensation is warranted.While I regret this is not the desired outcome, please consider this our final response on this matter as it has been fully addressed.

Thank you for contacting us.
Customer Answer
Date: 05/22/2024

Complaint: 21563587

I am rejecting this response because: this response does not address the erroneous charges that you forced through on my credit card. This response does not address you billing me for your roadside service and it certainly does not address why the vehicle died after driving only 100 miles. You say nothing is wrong with the vehicle yet you have not explained why the battery went dead from full after 100 miles. This is totally unacceptable and Hertz corporation is very wrong for forcing those charges onto my credit card and refusing to give me an itemized list of charges. You have no valid or invalid explanation of why I was stranded in your Tesla vehicle after 100 miles. You dont even attrmpt to explain why this should be my issue and that I need to pay you several hundred dollars. This is the worst car rental company in *****************.

Sincerely,

*******************************
Business Response
Date: 06/04/2024
Complaint ID: ********
RR#: 989003525

Because we found no issues with the vehicle once it was towed by our Roadside team, you were charged $448.10 for the tow. It appears the issues you experienced were due to user error and not related to a maintenance failure with the vehicle. Based on this information we have determined you were correctly charged and a refund is not warranted.
Customer Answer
Date: 06/04/2024

Complaint: 21563587

I am rejecting this response because: With all do respect if any is warranted, you guys are full of it! You know I only drive that car for 100 miles before it failed. Shame on you for taking advantage of a consumer in this way. You your CEO and stockholders alike should be ashamed. I will never do business with your company or any that you own from this day forth including Dollar, Thrifty and Firefly. This company has been nothing but problems from the very beginning. I remember when you lie and tried to charge me for a chipped windshield only to find out I never drove off the lot with that vehicle. You guys are crooks. Shame on you. What would your mother say?

Sincerely,

*******************************
Initial Complaint
Date:04/11/2024
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.
Do not rent list claimed I owed money
Business Response
Date: 04/19/2024
Complaint ID: ********
RR#: 528161340

A review of our records indicates your rental privileges are suspended due to an outstanding balance of $140.52. This is for the rental dates 11/27/23 - 12/05/23 (see attached invoice). A chargeback was received 12/20/23 which resulted in payment not being received. This balance is valid and must be paid. Please contact Transworld at ************ to pay the balance.
Customer Answer
Date: 04/21/2024

Complaint: 21555352

I am rejecting this response because: hertzs rental car created a invoice stating I owed ******. a invoice that was created on 1/5. In April I was made aware that I was on the do not rent list because of that bill. A bill neither Hertzs or anybody notifed me off. I refused to pay a bill that poped up out of nowhere and was invested by my bank after the invoice date and concluded that it was an error. Hertzs is aware of this because I'm sure my bank *************** contacted them, to come to that conclusion while investigating fraudulent charges. First of all the amount never appeared I'm my account during the time frame this happen, and when it did appear those charges were made on a debit card that had been closed out. There was no way hertzs could have made those charges or preauthorized them either. Hertzs reps like to talk to you like you don't have any common sense, or banking procedure knowledge. Hertzs has when way overboard with trying to cover up there mistakes and extort money after the fact. ************ waited 4 months later to notify me of this bill. As you can see on the invoice they generated out of nowhere, if I owed this why wasn't I on the do not rent list in January when it was created? ************ has deceptive billing practices, and like to convince people they owe or were negligent in paying. Which if you research resulted in them accusing customers who had pay of stealing their ********************** cars and had been arrested, because of their billing discrepancys.
This whole matter was caused by a charge to my account of ****** that popped up in my account on 11/28/23 by hertzs. It was a unrecognized and unauthorized charge, I was not aware of and nobody at hertzs claimed I was charged that and it was said to have been a computer glitch that effected 6000 hertzs customers who also had money taken and their accounts overdrawn. I was told directly by the rental location that I got the car from that information. I was told they were working on it, I never got my money back. It was reported as a disputed charge, which closed out the debit card ending in 6176 on 12/5 the card was closed when I came into the rental location.
This whole matter is the result of me trying to update my form of payment with hertzs rental car. I was told they had to close out the original contract and create a new one. That was done all on 12/5/23. When the account closed out there was no outstanding balance, I was told of no charges. They created the new contract I paid 288 on 12/5/23 to extend the rental to 12/12. I drove of and have been extending ever since with no problems no rented of oweing ****** from anyone.
This is a load if nonsense that hertzs customer service reps is tryn make people believe that I was able to continue to rent a car oweing ****** from 4 months prior. It's unheard of and nonsense. Hertzs vehicle extension **** extended the rental during the week of 4/3/24. I stated I been on the phone the whole day between there **** and the *** about this balance nobody ever mentioned. The vehicle extension when I asked where do they show I owe that amount because they are the department I would have made the payment to, all of a sudden she said I can extend you rental if I like, and that I was not on the do not rent list. I paid the ****** extended the vehicle I asked would I have this problem the next week she said no. Well the next week I did have the exact same problem due to the same mysterious bill. I was forced to turn the car in because I'm not paying something I don't owe or knew about.
I kept asking the *** where do I pay if I owe they never said. But did tell me during the week of 4/3 and 4/10 conversation I was sent to collections. I recently found our by Hertzs on *** department that they sent the ****** bill to collections on March 15 prior to even telling me about the bill, destroying my credit with a negative report.
************ never told me, and sent the matter to a collections department who I spoke to that verified Hertzs did indeed send me to collections on March 15. This is all before they placed me on the do not rent list.

The matter was caused simply from trying to up date my form of payment because my card had been closed. The **************** MI location said they can't update the card without closing the account out. I don't know any business you can't up date you payment method online or with a rep. I came in on 12/5 the location closed out the original account I was not told of oweing anything, they created the new account transferred all the old information from the closed account to the new account, put the vehicle as red ****** because I still had car, they system said to pay 288 I did and drive off.

I refused to be charged a day of 65 simply for trying update my form of payment now hertzs claim I owe ******. It's nonsense. To even further cover up there deed, they changed the address on the invoice to an old address so when I contacted the collections agency they said they had been, sending the bill there. Hertzs has went out of there way to cover the fact up that they were wrong. Also in the process I discovered that the disputed charges of ****** came about because hertzs added and tow amount into the bill that wasn't supposed to be in there after the fact, and some how recharged my account with that amount the location claimed was a glitch. Because the location checked and told me we don't see where we charged you that and we didn't charge you for the 83 tow. So who at hertzs add that amount and created the recent invoice I received?
They caused me to turn in a vehicle for no reason by not extending. I have no income, I have only 100 dollars my rent is due and since 4/10 I have had no work because of this. Hertzs has caused a financial hardship, and caused me to be in jeopardy of losing my apt. I have no food in my fridge, no transportation and I can't drive for uber with a car. Hertzs is directly responsible and need to be held accountable. Allow me a vehilce atthere expense so I can generate money before I end up homeless. I've had the car since 8/14/23 with no billing issues until 12/5 trying update my form of payment. They also claimed I was charged because I kept the car a day, I didn't keep it a day I kept it 4 months later.
Included is police report about the ******. That because the rental location stated they never made those charges were filed. And the result of the bank investigating twice. Had I not found out that they added 83 to a bill that caused that it still would be investigated. Because they billed me 285 on 11/27 I saw tha5 on my bank ledger that Monday, then Tuesday I logged on and saw ****** and the 285 payment was gone. Herts does not debit your twice. My bank doesn't show the 285 returned, just a new amount the bank said was charged on 11/27 of ****** which is not the amount I paid. How is hertzs removing and rebilling without authorization or notifying me or the location. This is what going on between the vehicle extension department and the do not rent list department at Hertzs.

Sincerely,

***************************
Business Response
Date: 04/24/2024
BBB Case 21555352
RR No: 528161340

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

While I understand this is not the response you were anticipating, I want to assure you this matter was treated with the utmost importance and our decision is based on the exhaustive review carried out. Our position has not changed.

Thank you for contacting us.

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