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

7,191 total complaints in the last 3 years.
2,102 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:04/09/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 4/4/2024 I rented what I thought was an extended range electric vehicle for a trip to ******** (rental record *********). The extended range vehicle was supposed to travel approximately 350 on one charge, however, the vehicle I was given was not an extended range EV and only traveled approximately 100 miles per charge adding about 6 hours of travel time to my trip each way. The vehicle's registration was expired causing me to be stopped by Virginia authorities on three separate occasions since the vehicle was registered in that particular state. I was told that I could be taken into custody and held with no bail until Monday and have the vehicle impounded. My family (especially my children) was devastated by this and remain scared to death until we were able to make it out of ********, In addition to this I was charged a fee for not returning the vehicle fully charged although there is not a charging station within 50 miles of the drop off location making it impossible for ANYONE to avoid paying these additional costs as well as the inflated charge rate compared to normal supercharge locations. I believe this is an illegal practice and it should be stopped.
Business Response
Date: 04/25/2024
Complaint ID: ********
********************** RR#: 113127254
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 frustration caused to you when the reserved vehicle class was not available for your rental in ******* We also regret any misunderstanding regarding the registration of the vehicle and Tesla Rebill Charge incurred. We have confirmed the registration of the vehicle is valid through 06/29/24. We regret any troubles encountered during your rental period; however, the registration of the vehicle was valid during your rental dates.
We can confirm a Tesla Rebill charge was incurred for $113.46. This charge is billed at the conclusion of rentals and covers the charges incurred at Tesla Supercharging Stations during the rental period. These charges have been reviewed and are valid for the Supercharging fees incurred during your rental from 04/04 - 04/07.
Our records show you reserved a Class E8 - Long Range vehicle but were provided with a Class E7 - Short range vehicle. The Tesla Model 3 vehicle provided has an average range of 272 miles to a full charge. This is an average range as various factors will impact this range such as speed, climate control, outside temperatures and city/highway traveling. We regret any inconvenience the vehicle downgrade may have caused to you during your travels.
We have adjusted the daily rate to match the vehicle class provided to you during your rental, this change in rate from the original daily rate of $72.59/per day to $67.85/per day for the Class E7 vehicle that was provided. This change has resulted in a refund of $15.17 processed to your charge card. In addition, as a gesture of concern for the difficulties encountered, we have added a free rental day of points for an EV vehicle class to your account, these points are in the amount of ***** points and are available to you immediately by logging into your account via the ********************** website or mobile app.

Customer Answer
Date: 04/26/2024

Better Business Bureau:

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

Sincerely,

*************************
Initial Complaint
Date:04/09/2024
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.
Booking reference *********** Rented Hertz July 5, 2023. Pick up ********, ***** Drop off ******************, **********, ***** Upon drop off a star burst was noted in front windshield. Received an email from ******************* (Hertz ********) on August 29, 2023 with a bill $900 for star burst. I was instructed by Hertz to call recovery team ************ to discuss claim option. Because I have **************** I chose to charge it to AE as insurance would cover it. Unfortunately I spoke with a lady at AE who gave me wrong information. On july 20, 2023 I disputed the cost of rental which of course was declined Dec 14, 2023. I again spoke with a gentleman at AE who explained process I then requested Hertz submit $900 charge to AA. On March 15, 2024 4:30 PM (Friday evening) I received a call from a man from Hertz wanting me to pay the bill. I told him in my car. He stated I had been contacted several time regarding this charge. I told him I had not. Insisted that I did. I said I told them to submit **** to AE. He informed me they had. He did not look at amount denied. Told me sending me to collections. I keep getting emails each time a different person from collections. Collections called requesting call back. I called back left message. Still have not heard back from them. Its been at least two weeks. Tried calling Hertz a couple of time. Phone tree and frustration. No Hertz cooperate phone number to speak to real person. Wanting to get this issue resolved from the beginning.
Business Response
Date: 04/30/2024
Complaint ID: ********
********************** RR#: *********

This correspondence is being sent in response to a query made by *************************. Thank you for allowing us the opportunity to review your concerns.
We apologize for any concern or frustration caused regarding the damage claim on your recent rental in ************. Upon receipt of your inquiry, we immediately reached out to our ***************** Offices for their review and assistance. They have confirmed the claim was placed with our processing partners, JNR ************** on 03/29/24. A letter was mailed to you on 04/01/24 and then a call was placed on 04/04/24 and a voice mail left. Their team was contacted back on 04/06/24 at which time you provided your insurance information to their team for processing. They have confirmed that on 04/18/24 they spoke to the consumer claims office and sent the demand and supporting documents on the same date. Your insurance has made a payment of $800.00 on the claim which was received on 04/29/24 and the claim has been closed as settled.
Initial Complaint
Date:04/09/2024
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.
One of my vehicles was struck by a hertz rental vehicle on 3/4/2024.I contacted Hertz by phone to file a claim to have my vehicle fixed on 3/4/2024. Hertz stated that I could not file a claim, because Hertz did not want duplicate claims and I need to call back in 5 business days to file a claim. I contacted Hertz by phone on 3/13/2024 to file a claim. Hertz gave me a claim number of ********, and stated that an adjuster would contact **** contacted Hertz by phone, again on 3/28/2024 for a status update, since I did not receive a phone call, letter or email from Hertz. Hertz stated that the claim was still being processed. On 3/28/2024, I sent Hertz an email reference to the damage to my vehicle and no action from Hertz on repairing of my vehicle. On 3/29/204 , Hertz replied by email with the standard corporate, thanks for reaching out email.On 4/9/2024, I contacted Hertz *************) at the phone number on the email and gave the costumer care case #********, which was attached to the email to the individual, who stated that there is no record of that number in their system.On 4/9/2024, I contacted Hertz *************) by phone at the ************************** and gave the costumer care case #********, which was attached to the email to the individual, who stated that there is no record of that number in their system. On 4/9/2024, I contacted Hertz by phone again and was give the subcontractors information(ESIS) and a new claim number (1M01M013723225). On 4/9/2024, I contacted ESIS ************* option 4) by phone and them the new claim number (1M01M013723225). ESIS sstated that the claim had not been given to an adjuster and to call back next Tuesday (4/16/2024).At this point my vehicle is still damaged.
Business Response
Date: 04/18/2024
BBB Case 21552135
Claim No: 48290073

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

I have received confirmation that you have been contacted by our claims team and ESIS to assist and notify you of shift in coverage.

Thank you for contacting us.
Customer Answer
Date: 04/20/2024

Complaint: 21552135

I am rejecting this response because: Hertz did not explain that the driver of the Herzt vehicle did not use the Hertz Insurance, so I have now wasted a month waiting on Hertz for information that should have been to me the first Hertz was contacted.

Sincerely,

***********************
Business Response
Date: 04/24/2024
BBB Case 21552135
Claim No: 48290073

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

While I regret the time taken to resolve this matter, please know that we took the utmost care in reviewing your concerns. Please continue to work with the **** team.

Thank you for contacting us.
Initial Complaint
Date:04/09/2024
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.
Hertz Case #********, which I have been diligently following up on since February 29, 2023 without a response from the business. Over the past month, I have been transferred to multiple departments, sent numerous emails, all in an attempt to obtain an update on my case. However, despite my persistent efforts, I have yet to receive any response or resolution to my issue.The amount of time and energy I have spent chasing a response is simply absurd, especially considering this is a matter of customer service. Additionally, it is disheartening to note that while there have been no delays in taking my money for a claim I did not authorize, there seems to be a complete lack of urgency in addressing my concerns.I have attached a chain of emails for your reference, which clearly demonstrate my attempts to be patient and cooperative throughout this process. However, it has now been over a month without any sign of progress or even acknowledgment of my issue. This has undoubtedly been the worst customer service experience I have ever encountered.I sincerely request that you take immediate action in investigating my case and providing a timely update on its status. I believe it is only fair that as a customer, I am treated with respect, transparency, and promptness. I trust that you will take this matter seriously and work towards a satisfactory resolution.
Business Response
Date: 04/17/2024

BBB Complaint: 21552113
RA: 980637943
This is in response to *********************************.
I appreciate the opportunity to assist in this matter. Upon further investigation, we have gathered that our First Notice of Loss team has contacted you on 4/11/24 about this matter.

Customer Answer
Date: 04/18/2024

Complaint: 21552113

I am rejecting this response because: The response I received was the same as March 5th, 2024 that "someone" will reach out to me without setting any experctations of how long this will take for them to review.
Attached is the email I received from 4/11/24.

Sincerely,

*********************************
Business Response
Date: 04/24/2024
BBB Complaint: 21552113
RA: 980637943
This is in response to *********************************.
I am sorry to hear that our First Notice of Loss team has not yet found a resolution for this case. As gathering the correct needed information can vary, a set resolution date cannot be determined. I can assure that all efforts are being put forward to come to a satisfactory resolution and you will be notified as soon as possible.

Customer Answer
Date: 05/01/2024

Complaint: 21552113

I am rejecting this response because:
Despite my efforts to reach a resolution, it seems that the only response I have received is from the Better Business Bureau (BBB). I would like to keep this case open until a claim is settled.

I understand that there may be a timeframe within which the business is expected to resolve such matters. However, it has become apparent that this timeframe has been exceeded, and the issue still remains unresolved. As a result, it feels as though my concerns are being neglected and are left sitting on someone's desk, while I bear the financial burden.

I kindly request that you take immediate action to address this matter and provide a satisfactory resolution.

*********************************
Business Response
Date: 05/07/2024
BBB Complaint: 21552113
RA: 980637943
This is in response to a complaint filed by *********************************. Thank you for contacting us, this is in response to the BBB for further clarification. We have been in contact with our first notice of loss team, and they have advised us that this claim was closed on 3/2/24. You are no longer responsible for these damages.
Thank you for allowing me to assist in this matter.
Customer Answer
Date: 05/15/2024

Complaint: 21552113

I am rejecting this response because: They have not refunded my credit card! The amount charged was $597.74 I only see a credit of $26.53 issued on 2/27/2024 because I dusputed the gas charge!
The windshield repair is for Windshield Repair is $ ******. On top of all the time consumed to get this resolved. When should I expect to see a refund?

*********************************
Business Response
Date: 05/22/2024
BBB Complaint: 21552113
RA: 980637943
This is in response to a complaint filed by *********************************.
I have refunded the damage charge billed to you for $485.88. Please allow 5-7 business days for your credit to post. I truly regret the inconvenience this matter has caused you, and I appreciate the opportunity to address your concerns.
Customer Answer
Date: 05/29/2024

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:04/09/2024
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.
Reservation# K82307687D5 Hello, Im writing to file complaint for the branch manager *************************** in the North Plano location.Im a Gold Plus Presidents ****** member and always liked Hertz in the past. I let the branch manager help with an angry customer first who came after me since that customer is already very angry and I wanted to do him a favor. However, he gave the only *** left to that customer and left me only with a truck.(I saw that customer left with the **** The lady at the front also said there is *** available and thats also why I kept waiting for them to finish with the angry customer behind me. Initially I thought I dont need to pay extra for *** upgrade because I had a reservation and Im president ****** member but was told No *** later. Then the only option ****** said is truck, no ***. They gave the *** to the customer behind me and I saw her driving off with it. ***** insists I take it or leave it because I made the reservation on the spot. But I told him the reason I went to his location is because its showing its in stock. When we first arrived, He initially left for a long period of time and thats when I made the online reservation hoping it could speed up the process.I dont feel comfortable driving a truck but he is very pushy and aggressive. I asked if there are any smaller/cheaper cars and he said no, nothing left except truck. I asked to see all the inventory he has to see if its true the only car he has is a truck but he does not allow me. There are other customers waiting in line so Im really confused why they would have a car but not me and why he offered the suv to the person next in line but not me. At this point I started recording to protect my right but he said I need to leave.So after a hour wait, I walked out without any car and my boss at work was not happy I left work for so long. Please help. Thanks for your attention to this matter!Regards,Yunfan
Business Response
Date: 04/25/2024
Complaint ID: ********
********************** Res#: ********************** correspondence is being sent in response to a query made by ****** ****. Thank you for allowing us the opportunity to review your concerns.
We regret any inconvenience caused to you when you encountered difficulties at our branch in ****** All Hertz employees are expected to be friendly and courteous when assisting our customers. It is the minimum that our customers should expect. We are sincerely sorry that this was not your experience on this occasion. Upon receipt of your inquiry, we immediately reached out to the Area Manager at the branch for their full review and corrective action where deemed necessary. They have advised that they attempted to reach out to you by phone to address your concerns, provide an apology and offer you to return to the location in order to redeem your confidence in Hertz. We are pleased to see they reached out to you directly.
Initial Complaint
Date:04/09/2024
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 name is *********************************** and myreservation number is 037-8599338. I recently visited your Hertz location at **********************************************************************************************. This was the most unprofessionaland unpleasant experienceI have ever encountered. My insurance arranged for me to pick up the rental and the unprofessionalism was on the display from the momentI walked into the door. ************ music playing, ****** (black guy with **** said he had been working theresince July and said he doesn't do "Shit" all day). He asked me several times for my number asking to take me on a date while I was trying to get my car, and complimented my freckles. I advised him that I was not interested, he kept persisting until I felt pressured to give him my instagram handle in order for him to leave me alone. ***** had been working on my file for 30 minutes and it wasn't until I asked if they could hurry up so that I could make my radiology appointment that they told me the system was down instead of telling me prior to and wasting my time. I am a successful business owner and I would be appalled if my establishment was being run this way. A woman came out and said to me and my mother that we had to leave and they would not be servicing us because we were trying to get their information to make a complaint. She had burgundy locs. I asked for a supervisor and the ******************* responded "I'm kind of a supervisor". My mom replied what does that even mean? They took us as a joke in that establishment. What makes me even more upset is that they treated me thisway as if I was beneath them when I am very successful, wealthy, and accomplished.When I asked for the employees names so I could make a complaint, one responded and said "Complain to who?" and started laughing.I will not be supporting Hertz if this situation isn't rectified and I will also complain to my 200k followers on tiktok and instagram about hertz and this location. I still don't have a rental car.
Business Response
Date: 04/16/2024
Complaint ID: ********
********************** Res#: *************************** correspondence is being sent in response to a query made by *****************************. Thank you for allowing us the opportunity to review your concerns.
Our records show you previously contacted our ************************** team regarding this matter. At which time, your concerns were sent to our Area Manager in ************** for their full review of the matter. They have advised that contact was made with you directly regarding your rental experience. We take these matters seriously and after thorough review of security video footage of your interaction, they were unable to confirm harassments took place. While assisting you with confirming your booking, our representative was speaking to you about the music industry as he had contacts he wanted to share with you at which time you shared your Instagram contact information.
Simultaneously, our other representative was attempting to secure your reservation and rental contract. Unfortunately, our card reader malfunctioned during the process and they were unable to complete your rental contract at that time. Due to this error, which was out of our branch's control, you became upset with the situation and began to elevate your voice and use profanity toward our representatives. As our manager was attempting to deescalate the situation and address the issue, the situation became more escalated to the point they were unable to assist you further.
Our Area Manager states they reached out to you directly to address this matter and that you were picking up a **** Explorer from our Kennesaw HLE location. In addition, for the inconvenience caused at the branch, our management team offered you 5 free days worth of points. With this in mind, we consider the matter as being fully addressed at this time and are pleased our Area Manager was able to make contact with you directly.
Initial Complaint
Date:04/09/2024
Type:Customer Service 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 was dishonest when advertising rates and was unable to give me the car I ordered and paid for. Then when I tried to call them on itit was impossible to get ahold of anyone. I was treated terribly and will never be doing business with Hertz again.
Business Response
Date: 04/16/2024
Complaint ID: ********
********************** RR#: Unknown
This correspondence is being sent in response to a query made by *********************. Thank you for allowing us the opportunity to review your concerns.
Unfortunately, there were no specific details included in your query and we are unable to locate your rental or reservation by name, email address or phone number. Our records also show you reached out to our **************** team regarding this matter; unfortunately, they were unable to assist due to not having your reservation or rental numbers. We would like to make a meaningful investigation into this matter but will need more information to do so. Please provide us with your 9-digit Hertz Rental Record number or your 11-digit Hertz reservation ID number (begins with J or K). Once received, we will be able to further review your concerns.
Initial Complaint
Date:04/09/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I'm writing because after receiving my final receipt for a rental car from Hertz at LAX, I was charged for insurance I never agreed to. I made my reservation from ******* with Auto Europe. The price I paid was EUR ****** on 14 Feb, 2024. Included in my rental was "CDAR Basic Rental with Insurances, CDW, THP, ZB." as well as"Zero Excess with Super Breakdown Cover Package includes: damage to wheels, glass, underside and roof of vehicle with zero excess, towing fees, unused day refund due to medical reasons or damage to additional items (GPS,child seat, etc.). ." When I picked up the car at *** on Mar 18, I told the woman at ******** counter explicitly, two times, that I did not want any extra insurance that wasn't listed in my voucher. My partner was standing right next to me and can confirm this. The woman at the desk went on to explain to me that my rental charge was $299.78, and explained to me what was all included in the rental. At no point did the woman at the counter mention additional charges for insurance. When I returned the car, I got the receipt in my email with ****** in additional charges, including **************** for $9.99 per day for a total of $69.93 AND "PAI/PEC" for $6.02 a day, for a total of $42.14. I never agreed to this additional insurance. Nor did I need **************** because that was included in my voucher. I've wrote to Hertz about this two times now, and their response is always that "I signed the contract," even though the issue at hand is that I was coerced into signing for something I had stated I did not want. I'm including my original rental voucher from Auto Europe, my final `Hertz receipt, the contract I apparently signed while exhausted and not knowing this was for additional insurances, and the correspondence between myself and Hertz. I am asking for refund of these additional, illicit charges.
Business Response
Date: 04/12/2024
Complaint ID: ********
RR#: 104314755

Please accept my sincere apology for any misunderstanding regarding the additional options charged on your rental. While we are unable to substantiate a verbal conversation we rely on the signed rental agreement to verify your acceptance and understanding. Although the charges are correct, in the interest of customer service I have issued a refund of $132.34 to your credit card. Please allow up to 7 business days for the refund to post to your credit card.
Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.
Customer Answer
Date: 04/21/2024

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:04/09/2024
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 12.27.23, my wife and I rented a car from Hertz in ******, **, at the **************** location. Upon arrival, there were only 2 people working and we waited at length to rent a car that we had already place a reservation for. Upon finally getting our vehicle for our stay in **, we were informed that if we returned our car by 5 PM on 12.30.23, we would be able to return our keys to an employee working at the desk.We arrived on 12.30.23 to Hertz and it was clearly closed. This was odd as we arrived well before 5 PM as we'd been instructed there would be someone working. We found the key slot for returns after hours and placed the key in the slot. Unfortunately, we left two coats in the backseat of the vehicle and did not have a way to retrieve them since we had returned the key in the key slot. Because of this, we immediately created a lost and found ticket with Hertz's online portal. Not once since 12.30.23 have we heard back from Hertz on the whereabouts of our coats. We have emailed and called and there has been no reconciliation of this loss. We would like for Hertz to return our coats once and for all. If they do not return our coats, we would like the total amount provided to their lost and found portal refunded to our card on file to pay for replacements.
Business Response
Date: 04/29/2024
Complaint ID: ********
RR # 833512654

Please accept my sincere apology for your experience. In accordance with the Terms and Conditions of the rental agreement,Hertz is not responsible for personal property left in our vehicles. However,we are always concerned when customers do leave behind and work diligently to reunite the items with the rightful owner. Upon reviewing your complaint, I immediately reached out to our ******* ** management for information regarding your coats. They have advised they have no coats/jackets in Lost and Found, furthermore lost and found items are only kept for 30 days.
Initial Complaint
Date:04/08/2024
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.
Re: rental booking confirmation reference number is. K8052659154. The full weight of ***** counter manager phone comment warrants a refund.On day of booking March 22, I appeared at the customer counter by phone call prior to pickup time with regards to my 1 week rental. I spoke with the Customer Counter Manager who told me that " THERE ARE NO VEHICLES AVAILABLE AT THE $ 38 DAILY RATE " that I had booked for. He then offered me a vehicle at or above $ ***** per day.I declined and he failed to cancel my booking at that moment. He also failed to call me in advance to inform me of the unavailability and subsequent cancelation of my booking. Instead, he left me on the books as a no show, thereby unjustly charging my card $ *****. This is unjust enrichment also a classic example of bait and switch. Hours later on same day March 22, I appeared in person at the Dollar Car Rental COUNTER at ********************* also a Hertz Company to pick up an available weekly rental at the $ 38 daily rate that I preferred.They key words that warrants a refund is "THERE ARE NO VEHICLES AVAILABLE AT THE BOOKING PRICE".The conversation I had with the rental counter at the pickup location and the rental counter manager's words were not given due diligence and were just swept aside in Hertz's initial response to my refund request previously submitted in which they, dragged their feet, rather than respond in a timely manner.Also they did not inform me with documentation or invoice or reason whether verbal or written in regards to the $ ***** charge. In their initial response ************** said that I did not show up st the counter is the reason for that charge. Now that don't compute because the front counter manager told me in a phone call that I had initiated that there was no vehicles available at my booking rate. Even if I had personally shown up, the booked $ ***** rate unavailability would still be a fact and I still would have declined his $***** or above daily rate offer.
Business Response
Date: 04/12/2024
Complaint ID: ********
Res#: K8052659154

Please accept my apology for your experience and for any inconvenience caused when your reservation was not fulfilled. I have issued a refund of $39.68 to your credit card. Please allow up to 7 business days for the refund to post to your account.
Customer Answer
Date: 04/16/2024

Better Business Bureau:

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

Sincerely,

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

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