Business Profile

Auto Rentals and Leasing

Hertz

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

Important information

Customer Complaint:
Hertz requests and BBB recommends that if you have any complaints or concerns, please contact Hertz's Executive Customer Service Team at [email protected] or (239) 301-7000 prior to contacting BBB.

The customer experience information and complaint history provided in this BBB Business Profile reflects Hertz's worldwide operations. BBB Serving West Florida services all customer complaints and reviews for Hertz and its locations throughout the world.

Complaints

This profile includes complaints for Hertz's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

7,236 total complaints in the last 3 years.
2,334 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/25/2024
Type: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.
I would like to submit a formal complaint about the worst customer service experience I have ever had which took place at your ********************* branch on 6/21/24. I also need to resolve a duplicate / fraudulent of $835.52 by this location. I have attempted to resolve with phone customer support and the issue was unable to be resolved.I had a prepaid reservation for $328.90 for Hertz ********************* location (K87703796F2). *****, the Hertz representative about whom I would like to submit a formal complaint, refused to acknowledge this reservation. I showed the representative the reservation confirmation email and she told me she could not accept the credit card I used to prepay the reservation. She claimed I did not have the credit card even though I showed her the exact credit card used to make the reservation and the charge on my CC bill.I inquired what could we do since I had made and paid for reservation: she told me I could walk. I again reiterated that I am just trying to pick up my reservation and asked what we could do. Representative was extremely unpleasant and unhelpful, at which point I asked if I could speak with another representative who might be able to help. Representative was combative, disrespectful, and insulting to **** again told the representative I do not appreciate being spoken to like that and asked if she could instead give me the contact information for a manager if she was unwilling to help me. She refused. She refused to show me any information and instead told me its not her fault I am too dumb to read.I ultimately moved forward with the reservation (L65763025) as this was the only option representative was willing to attempt and I clearly outlined that I do not agree to the new contract and new up-charged prices. I only agree to the original payment, which was already paid.
Business Response
Date: 07/05/2024
BBB Case 21898348
Rental Record L65763025

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

At Hertz, we aim to provide the highest level of service before, during and after a rental. Your complaint concerning the counter representative has been forwarded to the location management for review and any corrective action deemed necessary. Management states they could not use the prepaid reservation because the original credit card was not provided. The upgraded vehicle was taken and utilized the entire duration of the rental. We consider the charges valid. We respectfully decline your request for a refund.

Thank you for contacting us.
Customer Answer
Date: 07/08/2024

Complaint: 21898348

I am rejecting this response because: response from the business is a flat out lie. Credit card used to book the reservation was presented to agent and agent refused to accept this card. Upgrade charges were not accepted at the time of the rental and this was clearly articulated and clear in all documentation that original contract price only was accepted. Clear documentation of refusal of the upgraded charges was provided with the complaint. This is clear in the signature line where I signed "Original Contract Only" to further emphasize that I did not agree to pay any of the upcharges the employee was attempting to force me to pay. In addition to reversing these blatantly fraudulent charges, I would like a written apology from Hertz corporate and from the franchise management.

Business Response
Date: 07/16/2024
BBB Case #: 21898348
RR# or RES#: *************************** is in response to ***************************.

After further review with our Charlston, SC management, as a customer service gesture they have processed a refund for the upgrade charge in the amount of $506.66. Please allow 5-7 business days to post to your account. We apologize for any misunderstanding that *** have taken place at the time of rent.

Thank you for contacting us.
Customer Answer
Date: 07/17/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and accept the refund for the fraudulent upcharge. I am severely disappointed by Hertz's abysmal customer service and by the behavior of the Hertz employee at the time of rental, for which Hertz has still not apologized. I have been a frequent Hertz customer and President's **** member. However, I will not conduct business with Hertz in the future and will share this experience and Hertz's appalling lack of response, requiring intervention from BBB widely.
I am appreciative of BBB's assistance in facilitating the closure of this matter.
Initial Complaint
Date:06/25/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My husband and I tried booking our family vacation using points (we have racked up a weeks rental worth of points). When we looked online to verify we could use our points in *******, the website told us the "redeemable free rental days" specific to *******. When we tried to book it didn't go through, so we called the customer service line. After waiting 30 minutes on hold, she informed us there were no vehicles available and hung up on us. We then called the ******* location who tried to help us by getting us an additional number (went right back to the number we found online). We called again and waited another 30 minutes, this guy told us to get this processed we needed to call back and press 6 to get in touch with a manager; the recorded told us "bye bye". Then we called again, waited another 30 minutes and this person told us that they can't use points in ******* because it is a franchise, we asked to speak to management to understand because online said something different, he said he would transfer us and we got hung up on. We called again, 30 minutes later another person answered and told us they wouldn't take points, so when we asked to speak to a manager she told us management would call us within the hour; they did not. The next morning we decided to call again (another 30 minutes), I finally got in touch with the manager and he told me he would charge me double points and I would only get 2 days and I will still most likely get charged. I asked if there was anything we could do to rectify this and he told me he would fix the website. The fact that they will not honor what is posted on their website is absolutely bonkers to me. And the "manager" I eventually got to speak with was so incredibly rude and told me to just book it as normal (cheapest option being $1,000). I will not be giving Hertz another dime, and my husband as well as his entire company will be using anywhere but Hertz from now on.
Business Response
Date: 06/28/2024
BBB Case 21898280

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

I apologize for the confusion surrounding the points. Bozeman MT, does accept points on reservations. However, they are subject to black-out periods which would require double the amount and is the most likely reason it would not allow you to book online. When you called in, anyone of the agents should have checked and advised you of such. I sincerely apologize for the misinformation you received.

Thank you for contacting us.
Initial Complaint
Date:06/24/2024
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.
When I rent the car Hertz give the car with 1/4 tank and I return the vehicle with the same amount of gas The manager ************************* is aware of this issue I'm being going weekly to the ocala office to talk to this manager and he assured me that hertz will refund me but seems like Hertz is playing with me and trying to scam me with that charge that I didn't recognize
Business Response
Date: 06/26/2024
BBB Complaint: 21896511
Rental Record: 831135281

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

Thank you for reaching out and allow us the opportunity to research and resolve your inquiry.

Please accept my deepest apologies on behalf of the Hertz team for any inconvenience or frustration you may have experienced. All vehicles should be properly cleaned and in good mechanical condition before being released for rental. This includes a full tank of fuel. Please rest assured, that your concerns have been shared with the appropriate management team for an internal review and any corrective action necessary.

An adjustment to your final invoice has been made resulting in a refund of $146.33 to Discover x6379. We ask that you allow 3-5 business days for processing. We appreciate you sharing your experience and allow us to rectify this situation.

Best Regards.
Customer Answer
Date: 06/27/2024

Better Business Bureau:

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

Sincerely,

*****************
Customer Answer
Date: 06/28/2024

Complaint: 21896511

I'll wait until they give the refund to the credit card, and this is the letter the local Hertz store manager give me
Business Response
Date: 06/28/2024
BBB Complaint: 21896511
Rental Record: 831135281

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

Thank you for reaching back out and allow us to address your concerns.

Hertz thoroughly reviews all customer inquiries submitted. I was able to review your supporting documentation. As mentioned in my previous correspondence a refund was initiated yesterday on 6/27/2024 in the amount of $146.33 to Discover x6379. We kindly ask that you allow 3-5 business days for the refund to full process and reflect in your account.

We truly value you as a loyal Hertz Gold Member and appreciate your patience during the resolution of your concern.

Best Regards
Customer Answer
Date: 07/01/2024

Better Business Bureau:

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

Sincerely,

*****************
Initial Complaint
Date:06/24/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Rental Record No. : ********* On June 22, 2024 my rental ( 2023 *****************) was stolen from ********** and Broadway while waiting for a tow due to two flat tires. I spoke with a Hertz representative at 5:32 AM on June 22, ********************************************************** to leave the vehicle, while waiting for a tow. She specifically stated to leave the keys in the car, so I wouldn't have to be there for the tow or tire replacement. I rented the vehicle through Lyft at the ******************************************************************* location and spoke with the branch manager ********. I have filed a claim at this branch location on June 24th 2024, as well as through Hertz roadside and claim departments. As I do have LDW (which include theft protection) as apart of my rental agreement, I requested either to remove the contract or replaced cause the car is no longer in my possession. At first, ******** stated that the car must be returned in order to end the contract. I stated I had theft protection via LDW. He then stated the police must call them and tell them the case is closed because he does not know if the vehicle is really stolen (insinuating I stole the vehicle myself), even though I have a police report . I called my local department, and was told that is not procedure. Hertz is supposed to contact them. He then said that the police would have to conduct a search and stated it can take months with no time limit. In addition, he told me cooperate handles claims on theft and that there is nothing he can do, then later stated that claims were handled in house. I asked for the policy in which it states any of the information he provided to verify, he was not able to respond with the corresponding policy. I called customer service and they stated managers handle such issues. So, now I am currently being bounced around.Due to Hertz own policy via LDW, I should not be financially liable for the vehicle. It should either be replaced or contract ended.
Business Response
Date: 07/03/2024
Complaint ID: ********
RR#: 164963105

Thank you for contacting us. Please provide the police report so that we may forward it to the correct team and they can proceed in resolving this matter.
Customer Answer
Date: 07/07/2024

Complaint: 21896436

I am rejecting this response because:
The problem is not yet resolved.
Sincerely,

Drevonte ***
Business Response
Date: 07/15/2024
BBB Case 21896436
RR No: 164963105

This is a response to Drevonte Poe

Please be advised that per the terms and conditions, until the vehicle is returned or listed on the N.C.I.C., the contract cannot be closed, and you will remain responsible for the vehicle during this period. Please note that theft of vehicle is not covered under the ******************* Supplement. I apologize for the confusion.

Thank you for contacting us.
Customer Answer
Date: 07/17/2024

Complaint: 21896436

I am rejecting this response because:
Luckily I paid for LDW ( LOSS DAMAGE WAIVER) not LIS in which theft is covered per your terms and conditions. Documents have been attached in previous reply. Sorry for the confusion.
Sincerely,

Drevonte ***
Business Response
Date: 07/24/2024
BBB Case 21896436
RR No: 164963105

This is a response to Drevonte ***,

Thank you for clarifying this information. As previously advised, until the vehicle is returned or listed on the N.C.I.C., the contract cannot be closed, and you will remain responsible for the vehicle during this period, however rest assured you will be covered by the Loss Damage Waiver once this process is complete.

Thank you for contacting us.
Initial Complaint
Date:06/24/2024
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.
A coworker and I rented a car in her name on 5/16/24 (*********). I left my sunglasses in the car on accident. I realized before my connecting flight that day and returned to the car rental center to get them. They told me the car had been taken away and to file claim with lost and found. My coworker made multiple attempts to file a claim and get in touch with hertz. I personally found online their website that the glasses had been found in the car that was under our reservation number. I filed a claim with a description and never heard anything until weeks later they said they item was not available through email with no correspondence. Before the email weeks later Id called repeatedly to the airport location with no answer, I spoke to the customer service outside of the airport 2 times both which required a 30 minute wait time each. The first call the person started to sound helpful and optimistic and then I was disconnected when put on hold so I called back and waited 30 minutes again for someone who was not helpful at all. They give 30 days before they give your belongings away and it seems like they intentionally keep them from you. Today my coworker and I returned to the *********** hers and asked them in person and they said theyve probably been donated because its been 30 days. I just want my sunglasses back as they were brand new and not cheap.
Business Response
Date: 06/26/2024

BBB Complaint: 21896349
This is in response to ***************************.
Thank you for contacting us regarding this matter of lost sunglasses.I do apologize that these were unable to be recovered. Please know Hertz is not responsible for items left in the vehicle and does not reimburse customers for lost items unless the correct insurance is purchased. With this in mind,we politely decline the request for reimbursement.
Customer Answer
Date: 06/28/2024

Complaint: 21896349

I am rejecting this response because: it was noted on your website that they were found and because your company made it impossible to get in touch with anyone I was not able to retrieve them. I spoke to a member of your staff whom was sitting on a park bench in the lot that very evening and had anyone actually been helpful or acted like they cared that could have and should have been retrieved.

Sincerely,

***************************
Business Response
Date: 07/04/2024
Complaint ID: ********
RR#: 145592661

We apologize for your experience. Do you have a screenshot or any documentation that shows the location listed the item and that it was found in the vehicle rented? Please provide any documentation you may have for further review.
Initial Complaint
Date:06/24/2024
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 obtained a rental from Hertz on 03/18/24. My return days according to insurance was May 15. I was not made aware of this until I noticed the car repossessed 06/12/24, mind you, State Farm had just approved supplement for my vehicle to continue with repairs 05/28/24, so state farm had extended my rental. Hertz did not communicate with me at all with regards to needing to extend rental due to insurance not communicating. I went to hertz location and spoke to a lady named Soco, she stated repos go to airport and I would need to wait for vehicle to get checked in and retrieve belongings. I decided to go in next following 2 days, 06/14 06/15 hoping vehicle would be checked in by now in order for me to retrieve my belongings and no luck. The vehicle is now missing with my belongings, I emailed hertz about the vehicle and belongings but they seem to be giving me the run around the steps on how the repossession process works. Its been two weeks now and their system shows its still on repossession mode. Rental #H32379594
Business Response
Date: 07/03/2024
Complaint ID: ********
RR#: H32379594

Thank you for contacting us. We apologize for any misunderstanding regarding your rental. A review of our records indicates the vehicle was towed to Hertz *****************. Please submit a lost and found claim at www.hertz.com. On the homepage you will select "support" and then select "lost and found". You can also contact our airport location by calling ************. The Lost & Found is located at *************************************************. Hours of operation: 9am to 5pm, Monday through Friday.
Initial Complaint
Date:06/24/2024
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 September 8th of 2023, I returned an overdue rental to the original place of business and was charged a recovery fee of $535 and placed on the Do Not Rent list. I have written Hertz through email several times and I have sent a certified letter (on April 28th 2024) requesting a copy of the tow receipt of their expense to my case. They claimed; in several emails, to have had to send a tow truck company to recover the car. That did not happen. I would like the recovery fee returned to me and to be removed from the *** list. Attached is a copy of the receipt and it list the date of return.
Business Response
Date: 07/08/2024
Complaint ID: ********
RR#: 427174580

Thank you for contacting us. Please be advised your rental privileges are currently suspended due to an outstanding balance of $1,988.52. Our records indicate the vehicle was not extended after 08/15/24, however it wasn't returned. Due to the vehicle being overdue, our overdue process was implemented. In light of this information, the charge is determined to be valid. Therefore, we respectfully decline your request for an adjustment.
Customer Answer
Date: 07/11/2024

Complaint: 21895618

I am rejecting this response because:
I do not owe a balance. I have never received communication regarding a balance due. I have attached the receipt (again) issued at the time of return. The return was made by me, to a hertz representative at a *** Boys location. There is no balance due on the receipt.
I have attached a copy of the email from a hertz representative stating that a professional towing company was hired repossessing the vehicle. I am asking that you show proof of this service that you claimed happened. If you do not have proof of your claim, Im asking for the refund.

Sincerely,

*******************************
Business Response
Date: 07/18/2024
BBB Case# ********
Rental Record# *********

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

Thank you for reaching out to us and allowing us the opportunity to review your case.

After a thorough investigation, we regret to inform you that we will not be able to waive the recovery fee. This fee was incurred due to the necessity of hiring a repossession team to recover the vehicle.

Our records also indicate that you have disputed this transaction with your bank, which resulted in a reversal of the funds. Consequently, this has left you with an outstanding balance of $1,988.52 owed to Hertz. As a result, your rental privileges have been suspended.

Thank you once again for your understanding and patience.
Initial Complaint
Date:06/24/2024
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 van from this company at the ***************, ** airport location. Van was rented for one day for 7 people. Rental was returned to the same facility at 1:42pm Florida time and I took pictures of the return time, mileage, and full level as full. I received a bill for an additional $181 dollar due to fueling. I have contacted Hertz multiple times. Requested to speak to a member of management and have been denied that opportunity every time. They refuse to refund my money to my credit card and state that they only accept a fuel receipt from the gas station. I told the company that nobody gets fuel receipts anymore and we paid with cash. But that I took pictures because I heard that this airport rental terminal is bad about charging for things and scamming people. I was also charged ( without being asked) for a damage waiver of $41.99 and also a LIS ******************** Supplement). I have full coverage on every vehicle I own and would have never paid for this service. I was not given an option, I was simply told what my price was and to sign.
Business Response
Date: 06/26/2024
Complaint ID: ********
RR#: 153485080

Thank you for contacting us. We apologize for the billing dispute regarding your charges. Based on the information you have provided, we have issued a refund for the fuel charge in the amount of $194.38. Please allow up to 7 business days for the refund to post to your account. In regards to the charges for Loss Damage Waiver (LDW) and ******************* Supplement (LIS), please be advised as you did sign and agree (see attached) to these charges, we respectfully decline your request for a refund.
Initial Complaint
Date:06/24/2024
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 May 23rd, 2024 I made a booking with Hertz for a car rental at *********************************(MCI) from June 14th, 2024 returning on June 19th, 2024. Reservation # K86736186D7. When booking the car I paid $405.52 on my **** Credit card which was issued by my bank. The transaction was successful and I believed I had a rental car waiting for me when I arrived into MCI. After a flight delay I arrived at the Hertz counter at 11:00PM on June 14th. Based on the numerous emails I received I expected to walk straight out to the car without needing to stop at the counter to begin the 3 hour drive to my parents house. I walked out to the lot and looked on the screen to where my rental was however did not see my name, at which point I returned to the rental car terminal and approached the counter to check in. The clerk that was assisting me pulled up the reservation, and I handed her my ID and the same credit card that I had paid for the reservation with. She then stated I needed to use a different card because they won't accept mine. When I informed her that it is a **** Credit card, I was told "No it isn't". I don't have any other card to pay the "Authorization Hold" with and was told in no uncertain terms that I was SOL and would not have a car. When asked why this isn't listed on their payment policy, I was told by the same rep that "There is a lot that isn't on there". This left me virtually stranded at ***, 750 miles from home and 3 hours from my parents house. Because of this, my 65 year old father with a heart condition was forced to get out of bed at midnight, drive 3 hours to *********** to get me then 3 hours back to the house. When I called Hertz the night of the 14th, I was met by an employee who said "It is midnight and I am working overtime", showing zero desire to assist, and that would remain a common thread every time I called Hertz to get any answers. I was directed to email ********************************************* which I haven't heard back from after a week.
Business Response
Date: 06/27/2024
BBB Case 21895335
Reservation K86736186D7

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

I apologize for any inconvenience. It is strongly recommended to read all rental qualifications and requirements before reserving. Our records indicate the rental has been refunded in the amount of $405.52. There is no compensation to be issued.

Thank you for contacting us.

Customer Answer
Date: 06/28/2024

Complaint: 21895335

I am rejecting this response because: I would like to be shown where in the rental terms it states that **** is not a major credit card. You STRANDED me in *********** for no other reason than "**** isn't a major credit card". I provided the rental terms in the attachments, which if YOU read it shows that "Acceptable Charge Cards
American Express / MasterCard / ************************* / *********** / Discover / JCB / **** / ***** Union Pay / Hertz Charge Card.", it also states "At the time of rental, an authorization hold will be secured on the credit/********** provided, to cover the estimated rental charges
and any additional charges that *** be incurred. These funds will not be available for your use. We *** place an authorization
amount of up to US$ ****** for credit card and US$ ****** for debit card, plus the estimated charges on a customer's card, given
certain conditions that will be outlined at time of rental. Debits cards are not permitted to be used on Adrenaline or Dream Collection
vehicles at time of rent, but *** be used for payment of charges at time of return."

Your rental terms state that you will use the credit OR debit card provided, in this case credit, as well as list **** as a "Acceptable Charge Card".

Sincerely,

***********************
Business Response
Date: 07/02/2024
Complaint ID: ********
Res#: K86736186D7

Please be advised t based on what you have described, there are two reasons you would have been denied the rental. The card presented was a debit card and not a credit card. A debit card means it is attached to your checking/savings account or the card presented was not the same card used for the prepaid reservation. We apologize for any misunderstanding, however we respectfully decline your request for compensation.
Customer Answer
Date: 07/03/2024

Complaint: 21895335

I am rejecting this response because: as I have stated multiple times. This was NOT a debit card. It is a CREDIT card. It says right on the front **** Credit. AND it was the same card that I used on the reservation. Please have someone from your corporate team give me a call.

Sincerely,

***********************
Initial Complaint
Date:06/24/2024
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.
On April 19, 2024, I inquired why there is a cost of $21 for an upgrade of my rental which I didnt request. I was told it was because the price on the app was different from the current price, I had already been waiting for service from 9:am to 12:pm. I noticed the withdrawal problems when they were only taking $67.per day but it was quickly dismissed when I spoke with someone on the phone because my bank did not release the funds. I authorized and the money was sent,on May 19th2024 Hertz deducted $135 from my account and deactivated my Uber app until I made a payment of $388. Despite making this payment, my Uber app remained inactive until noon on Friday, May 24, 2024. This disruption significantly hindered my ability to work and earn income.When I discussed this issue with the manager at your location, she was equally confused about these charges. Subsequently, I was informed that $946.55 had been deducted to cover rentals for the periods 05/03-05/10 and 05/10-05/17. which would also mean the car should not have been removed from the Uber app if I paid in advance. This is contrary to my previous experiences with Hertz, where my account was drafted $67 per day or weekly. This sudden change in billing practices has resulted in my account being overdrawn.After returning the car, I was charged additional fees, and my Uber app was disabled again, preventing me from working. This has compounded my financial distress, as the primary reason for the rental was to complete my work with Uber.. All in the chargers have varried and made it impossible to know what is correct. These are few examples. As the charges were changing.
Business Response
Date: 07/03/2024
BBB Complaint: 21885383
Rental Record: 121378600

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

Thank you reaching out and allowing us to address your concerns.

Hertz thoroughly reviews all inquiries. Please accept our sincerest apologies in regard to the inconveniences experienced during your rental. Please rest assured, that we have reviewed your billed invoices and have verified that all charges are correct. I have included your final 3 invoices which breakdown the dates and amounts charged. Should you have any additional question you can email us at ***************************************************.

Thank you for allowing me to address your concerns.

Best Regards.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Hertz is NOT a BBB Accredited Business.