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

7,180 total complaints in the last 3 years.
2,094 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:04/04/2024
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.
Rental record #s ********* ********* Ive been renting through hertz/uber for 8 months since July of 2023. Mid October I moved onto the Tesla. I was paying roughly $500-$600 a week renting the Tesla with insurance and weekly charges added on. I was charged for two payments on November 17th one being $605 the other $540. I contacted my bank, they said it was a forced pin bypass from ********************** and theres nothing they can do to resolve/refund the transaction. My Hertz location received maybe ***** phone calls from me as I was out of town for the holiday and down an extra $600 with a negative balance..They still could not locate or understand where the 2nd transaftion came from? January 14h That week I was notified (through text) my contract ended and needed to visit my branch location to further continue renting So to stay in the same car i had been renting I had to pay $960-$1k opposed to $500-$600 for one singular week to work like i normally had been. Hertz excuse for this was a glitch in the system and tons of contracts were being forced closure that same week. They said theyd look into it and try to compensate but nothing to this day. After paying $1500 out of pocket on January 30th to hertz, I was also hit with 2 more forced pin bypass charges the following day $1,159 and $345 on January 31st .That is $3000 Gone to hertz in a single week. Mind you this was on the Uber Pro card. I had switched bank accounts for a third time after Uber pro card was negative and my first bank account still negative from these pin bypass double charges. 4 weeks of payments where successfully made onto my most recent debit card until February 28th. I wake up again to two charges $480 and $547.20 still negative in 3 bank accounts from hertz and compensation is needed to fulfill.
Business Response
Date: 04/09/2024
BBB Case 21530359
RR No: 592877202

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

Upon my investigation I found that the charge of $540.09 was billed for the week of 11/09/23 through 11/16/2023 and the charge of $605.72 was billed for the week of 11/16/2023 through 11/23/2023. I have attached the receipts for your review. These charges are valid and will stand.

Thank you for contacting us.
Initial Complaint
Date:04/04/2024
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.
Hertz rent a car is trying to charge me for the replacement of 3 tires and towing fees which occurred during my rental period. This is a maintenence issue for Hertz and NOT my responsibility to pay for Hertz tires. I rented a car from Hertz on 1-22-24 at the ********************************. In Sunday 1-23-24 we experienced low tire pressure on one (1) tire. I pulled over to a gas station and put air in the tire. The tire didn't hold the air. I called Hertz and asked them what to do. The agent said that they will tow the car to ********* tire center for repair. ******** from ********* told me that the car needs three (3) tires replaced. I told him that it is a rental from Hertz and that should be between ********* and Hertz as I don't own the car. ******** said since it is Sunday afternoon, they could not fix the car by 5pm and that we cannot have the car back. Hertz Sent me a voucher to have the tire fixed at NO cost to me. I called Hertz again and asked for another car. Hertz denied me another car and said that I must bring the car back to the airport before giving me another car. HERTZ left me without a car in the middle of my rental contract!! Horrible service. The next day Monday Jan 24th I called Hertz and asked them about the car. HERTZ told me to Uber to ********* and pick up the car and save the receipts from Uber to be reimbursed.I picked up the car and finished our trip. I returned the car to the airport and went to our flight. Hertz sent me a bill for the repairs in the tires and towing totally $682.89 when my original rental was for $149.66. I refuse to pay Hertz any money as they rented me a car with three(3) defective tires that should NOT have left the lot. I am NOT responsible for their lack of maintaining their tires. It is not right. I refuse to pay the $682.89 as they left me without a car firing the rental period.
Business Response
Date: 04/10/2024
BBB Case 21529926
RR No: 914292131

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

Please be advised that you are responsible for the vehicle while it is in your possession. As the damage did not occur until the third day of the rental and you did not purchase the Premium ************************** coverage, no adjustments are possible. While I regret this is not the desired outcome, I hope you will understand our position in this matter as we consider it to be fully addressed.

Thank you for contacting us.
Customer Answer
Date: 04/10/2024

Complaint: 21529926

I am rejecting this response because:
I am NOT responsible for Hertz Rent A Car complete lack of tire maintenance. The car Hertz rented me should of never of been rented in its condition with 3 defective tires. This is the responsibility of Hertz.
Hertz says I should of purchased the road side assistance. Just another way for them to rack up profits and ***** the consumer.
At the time of pick up, NO ONE mentioned that it would be our responsibility for tire repairs. The clerk just asked if we wanted Hertz insurance. I have insurance for collision/ accident. This is not my problem to replace tires for Hertz. I should of asked" If Hertz is going to rent me a car with 3 defective tires on it... should Hertz STILL rented out the car to me? "
This is horrible customer service. I canceled my "Gold Membership Loyal" and I will NEVER rent from Hertz again.
This is 100% lack of maintenance on Hertz. *********** left me without a car in the middle of the rental. Hertz voided the rental contract when they left me stranded in another city without a mode of transportation.
Hertz provided me with a voucher to fix the one tire that had low pressure. There in lies Hertz acceptance of the responsibility for them to fix the tire.
The fact that there were 2 more tires that needed to be replaced only proves that the car should NOT have been rented to me.

Sincerely,

*******************
Business Response
Date: 04/15/2024
BBB Case 21529926
RR No: 914292131

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

I appreciate this is not the response you were anticipating; however, I want to assure you this matter was treated with the utmost importance and our decision is based on the exhaustive review carried out. As stated previously, our records do not show that you contacted the *** team to report the vehicle condition until the third day and Premium coverage was not purchased. In accordance with the Signed Rental Agreement the charges are valid, and no adjustment is warranted.

Thank you for contacting us.
Initial Complaint
Date:04/04/2024
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 purchased a vehicle from Hertz car sale in ******** **** February 1,2024. I was informed i can add an extended warranty to the vehicle . If I wanted to add the extended warranty after 30 days, I would have to get the vehicle diagnostic test ran and pay for that and then can add the warranty but if before the 30 days from purchase date I can call in and just purchase it. I have made multiple phone attempts and sent multiple emails to get some contact information on who I need to call. Ive been promised callbacks that were not done. I have requested multiple times for a manager or someone over a managers contact information to get this problem resolved. I started my contact attempts before the 30 days was up and have continued to try attempts to get this added to the vehicle, but no one has called to get this problem resolved.
Business Response
Date: 04/16/2024
Complaint ID ********

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

I regret the inconvenience this matter has caused you. In receipt of your query I have reached out to the Manager over our **** area to have you contacted with urgency regarding this matter.

I appreciate you allowing me the opportunity to address your concerns.
Initial Complaint
Date:04/04/2024
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.
RR#********* I was told to contact an(****************************************************) Email from Hertz at ***************************(management) to plead my case.March 6th I was made aware by my bank( schools first credit union) that that my debit card had been attempted to be used fraudulently and that my debit card ending in 3166 would need to be canceled and that a new one would be sent to me within 3 days. Upon finding this out i contacted hertz to let them know I was waiting for my new card.March 8th I received my new card and called in at 7:53 pm PST ,told that I could not swapped my debit card over the phone. forced to wait till Monday the 11th to change my payment in person. I was told that they would put a note on my file about my card problem as well as that I would be coming on that Monday.Monday 11th on the way to swap my card I found I could not drive the vehicle seeing that a pin was necessary to start it. I quickly got over to the Hertz on 4590 N rancho dr. to switch my card to set my account current. Where again I was told I would not be able to set my account current due to the vehicle not being on site. They told me that the only way to continue renting is that they would have to close out my current account and make a new one in order to add my new card. They would not to give me the pin and that I would have to try to contact roadside assistance to pay to tow the vehicle to them. Next day Tuesday March 12 I contacted Hertz roadside assistance they would not give me the pin but would assist with a tow at a cost despite the car being in perfect working order. I then quickly contacted **** and they had a tow on the way. The tow truck was on the way at 1:35 pm. Taking quite sometime to arrive I went back outside to find the car gone. Thinking it might have been Uber, I contacted them Ubers roadside assistance company Uregent.ly only to find out it was not them, HERTZ had repossessed. despite my best efforts to make things right . I have been banned.no reply to my email
Business Response
Date: 04/18/2024
Complaint ID: ********
********************** Agreement Number: 810350973

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

I appreciate you allowing me to address your concerns. After a thorough investigation I have proceeded to have your rental privileges reinstated. I regret the inconvenience this matter has caused you.

Thank you for contacting us.
Initial Complaint
Date:04/03/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car from Hertz and returned it without incident. Months later, I received notices claiming damage to the vehicle, specifically hail damage, and a $6928.75 repair fee. Despite providing evidence contradicting the claim and requesting a dispute resolution multiple times via email and phone, I've received no response from Hertz. Their lack of communication has led to debt collector involvement and suspension of my rental privileges. I seek assistance in resolving this unjustified charge and restoring my rental privileges. Due to supporting document file size limitation here, I kindly request to provide additional supporting documents separately.Hertz Claim Number: ********
Business Response
Date: 04/10/2024
Complaint ID ********
********************** Agreement Number 548662144

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

I regret the inconvenience this matter has caused you. After review of our records I am showing the vehicle Incident Report was filed 09/05/2023, which was the same day the vehicle was returned.Based on the facts pertaining to this matter the damage claim applied to this rental is a valid claim.

Thank you for allowing me the opportunity to address your concerns.
Customer Answer
Date: 04/14/2024

Complaint: 21527835

I am rejecting this response and express my continued dissatisfaction with the handling of claim number 45730133 regarding alleged damage to the rental vehicle I returned to Hertz on 09/05/2023. Despite multiple attempts to communicate and provide evidence to support my case, I have yet to receive a satisfactory response from Hertz.

Firstly, I want to reiterate that I stand by my assertion that no damage occurred to the vehicle during my rental period. Upon returning the car, I recall no visible damage, and the Hertz employee who processed the return made no mention of any issues. Furthermore, the images provided by Hertz in the damage report received on 12/18/2023 corroborate this, as there is no evidence of hail damage or any other damage to the vehicle.

I would like to draw your attention to the following documents attached for your reference:

1. 2023-10-20 Initial reach out with no response.pdf: This thread documents my attempts to communicate with Hertz regarding the initial notification of damage and subsequent requests for clarification. Despite my efforts, I received no response to my inquiries.

2. 2023-12-15 Mail reply with no response.pdf: After facing difficulty in obtaining contact information for a Hertz representative, I reached out to ******************************* on 12/15/2023 to seek assistance in correcting the claim. Unfortunately, I did not receive any response from *****.

3. 2023-12-18 Damage report (sent by ******).pdf: This report, obtained by calling customer services I am writing to express my continued dissatisfaction with the handling of claim number 45730133 regarding alleged damage to the rental vehicle I returned to Hertz on 0905/2023. Despite multiple attempts to communicate and provide evidence to support my case, I have yet to receive a satisfactory response from Hertz.

Firstly, I want to reiterate that I stand by my assertion that no damage occurred to the vehicle during my rental period. Upon returning the car, I recall no visible damage, and the Hertz employee who processed the return made no mention of any issues. Furthermore, the images provided by Hertz in the damage report received on 12/18/2023 corroborate this, as there is no evidence of hail damage or any other damage to the vehicle.

I would like to draw your attention to the following documents attached for your reference:

1. 2023-10-20 Initial reach out with no response.pdf: This thread documents my attempts to communicate with Hertz regarding the initial notification of damage and subsequent requests for clarification. Despite my efforts, I received no response to my inquiries.

2. 2023-12-15 Mail reply with no response.pdf: After facing difficulty in obtaining contact information for a Hertz representative, I reached out to ******************************* on 12/15/2023 to seek assistance in correcting the claim. Unfortunately, I did not receive any response from *****.

3. 2023-12-18 Damage report (sent by ******).pdf: This report, obtained by calling customer services numerous times and received on 12/18/2023, contains images purportedly showing damage to the vehicle. However, upon review, it is evident that no damage exists.

4. 2023-12-18 Damage report email with no response.pdf: Following receipt of the damage report, I contacted *************************;to contest the validity of the claim and request further explanation. Despite my efforts, I received no response.

5. 2023-12-21 Formal dispute with no response.pdf: On 12/21/2023, I initiated a formal dispute process with Hertz by sending an email to *************************** and ***********************, as instructed by ***** on the phone. Despite assurances that the situation would be resolved within 30 days, I received no response or resolution. The lack of communication led me to believe the issue was resolved until I received a debt collector's letter on 03/22/2024.

Furthermore, due to Hertz's lack of response, I missed my opportunity to dispute the claim with my credit card company within the required timeframe, further exacerbating the financial impact of this unjust claim.

In light of the evidence provided, I urge Hertz to reconsider its position on this matter and retract the unjustified damage claim. I am willing to cooperate fully with any further investigation or review of the case. Additionally, I request prompt acknowledgment and resolution of this issue to avoid any further escalation.

Please confirm receipt of this communication and provide assurance that my concerns will be addressed promptly.

Thank you for your attention to this matter.
Sincerely,

***********************
Business Response
Date: 04/23/2024
BBB Case 21527835
RR No: 548662144

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. Please be informed that adjustment credits and refunds are based on documented information, which, in this case, did not support compensation. While I regret this is not the desired outcome, please consider this our final response on the matter. No further inquiries will be responded to as we consider it having been fully addressed.

Thank you for contacting us.
Initial Complaint
Date:04/03/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car in January (returned to ***************** on 01/11/24) and accidently forgot to leave the rental key in the car when I dropped it off. I was notified by Hertz later that day that I could overnight it back to Hertz. The next day (01/12/24), the key was ***** overnighted (***** Tracking# ************) back to the rental location out of ******, ** (airport location) with an email follow up to ********************(**************************************************) with tracking information. I was still charged on my credit card a $400 charge for the key replacement. I have made numerous attempts to ******* and other Hertz contacts: *************************, *****************************, ************************* and ************************************* to resolve the matter, they were responding earlier on (Feb/mid March), now they wont even respond or answer the phone. One earlier response from ******* on 02/23/24 was that they processed the key return on 02/12/24 and he would look further into it when he was returning to the office on 02/25/24. Nothing has been processed and no refund has been made to me. Rental Record# *********
Business Response
Date: 04/22/2024
BBB Complaint #: 21526672

Rental Record #: 837782315

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

A refund for the key fee in the amount of $400 has been processed for you. Please allow 5-7 business days for this to reflect back to your account.

Thank you for contacting us.
Initial Complaint
Date:04/03/2024
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.
march 25th - march 31st 2024 the rental vehicle was smoking and not safe to drive passengers. hertz charged me $93 and Lyft is charging $290. **** says their price came from hertz. I have the hertz receipt showing $93
Business Response
Date: 04/22/2024
BBB Case #: 21526343
RR# or Res#: ********************* is in response to *****************************.

In review of our records, we do not show a charge of $290.00 billed on our end. If this was a charge billed by Lyft, you will need to reach out to them directly. If you need further assistance from us, please email us directly at *************************************************** with your rental agreement number and the details.

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

Complaint: 21526343

I am rejecting this response because: I also meant to add Lyft into this claim. They blame each other for the fees. And non of it matches but I was charged. I totally disagree with the service that I was charged for. The tolls dont add up, the rental days and fees do not add up. The vehicle I had was not safe enough to pick up passengers to be able to pay the weekly rate. I tried to return the vehicle twice because I could not pick up passengers. Why am I paying the same weekly amount for a damaged unsafe vehicle. Also I lost my whole deposit and to rent again they want me to pay double which is $500 after I already took a loss. And I was a good gold member driver on my way to platinum. I was really treated unfairly.

Sincerely,

*****************************
Business Response
Date: 04/29/2024
BBB Case #: 21526343
RR# or Res#: ********************* is in response to *****************************.

I regret the inconvenience this matter has caused you. After review of our records as previously informed the $290.00 fee was not billed by Hertz, therefore we do not have access to review/investigate this charge. As stated on the Signed Rental Agreement, all toll charges are applied to the Credit/ Debit billed on the rental or mailed to the customer within one to three weeks of the *********************** completion. This information is available in the Terms & Conditions as listed in your Signed Rental Agreement on Pages 4 and 5. Once these charges are placed on your account you may contact ************************** at ************** between 7:00 a.m. and 7:00 p.m. Central Standard time they can assist in the dispute of these.

I understand that you encountered issues during your rental period. We are unable to foresee all mechanical issues that is why we have in place our ************************** to assist in these matters. However, that does not alleviate the rental contract.

Thank you for contacting us.
Customer Answer
Date: 04/30/2024

Complaint: 21526343

I am rejecting this response because: they are showing no accountability and continue to pass the buck. I disagree with the toll amount and rental amount and the fee that Lyft charged me

Sincerely,

*****************************
Initial Complaint
Date:04/03/2024
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.
Hertz front office worker coerced me into getting hertz car rental insurance. I told him several times that I did not need it, as my insurance agency was insuring the rental vehicle. He told me I had no choice but to get it. And that I couldnt get the car otherwise. I later learned that hertz insurance was optional but when I attempted to remove it from my rental I was told I could not. Now I am $1000 in debt to hertz.
Business Response
Date: 04/23/2024
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 by name, phone number or email address. 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.

Customer Answer
Date: 04/24/2024
Please see the attached email correspondence including rental agreement number.
Business Response
Date: 05/07/2024
Complaint ID: ********
********************** RR#: H31498703
This correspondence is being sent in response to ***********************. Thank you for providing the requested information.
We apologize for any misunderstanding regarding the additional charges billed for the Loss Damage Waiver (LDW) on your recent rental. Our records show that these services were accepted and signed for at the time of rental and the benefits of these services were extended for the duration of your rental. As these charges were outlined on the rental contract, which was signed, they are considered valid and a refund not warranted.Please find a copy of your Signed Rental Agreement (SRA) attached. While we are unable to recreate a verbal conversation at the rental counter, we must base our decision on the rental contract. Due to this, we encourage all customers to review the printed and provided copy of the rental contract before leaving the rental facility. With this in mind, we must respectfully decline your request for a refund of the optional services.
Customer Answer
Date: 05/08/2024

Complaint: 21526187

I am rejecting this response because:

Sincerely,

***********************
Initial Complaint
Date:04/03/2024
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 January 28, 2024 a car crashed into me. The guy who crashed into me was driving a Hertz rental. The whole front and part of the side was damaged. It had to be towed from the scene. We filed a police report and he admitted to 100%. fault, and the police report says he is at 100% fault. Furthermore I have video evidence of the crash. The claim was filed to Hertz 8 days later on February 5, 2024. My claim number is ********. I uploaded the police report and the video to the claim. I called them many times since then and all I have gotten was vague assurances and broken promises that they will fix my car quickly. They have not called me once. Meanwhile, as I need a car for transportation, I rented a car. An agent did tell me that they will pay for my rental till i get my car fixed, but I don't have that written down on email, only on a phone call. And I'm scared they'll deny it. Finally, on March 19, I sent them a lenghty email detailing all of this, asking them what is taking so long. I also wrote in the email that New Jersey law requires a third party claim to be settled in 45 days. And the insurance company must provide a written explanation if it needs to take longer. Hertz obviously doesn't care about that as thay know it is very annoying and costly to get a lawyer. Needless to say, the claim is still not settled, nor have I received a wriien explanation. All they did was reply to me with a generic email saying how they'll be in touch with me, and I quote "expeditiosly". 2 weeks went by, and a couple of more emails to them and more generic replies later, a frind of mine told me about the bbb. It is now April 3, ************************************************ to fix my car. My rental costs me (at least) 30$ a day and is racking up a big bill. I would really appreciate it if you can get them to fix my car as soon as possible and pay for my rental. Thank you.Sincerely,***************************
Business Response
Date: 04/24/2024
BBB Case #: 21525713
RR# or Res#:

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

We have reviewed your claim with our Claims team, and we can confirm this was resolved on April 17, 2024. If you have any further questions or concerns, please contact your Claims representative.

Thank you for contacting us.

Customer Answer
Date: 05/05/2024

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.
Right after i complained to you. they reached out to me and told me they would pay for the damages on my car and my rental. you guys are the best!! thank you!!
Sincerely,

***************************
Initial Complaint
Date:04/03/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On February 9th I rented a car from thrifty car rental (hertz) at ***************************. When I got to the pickup counter at about 12:15am there was a line of ***** customers deep and only two agents working at the counter. I stood in line for over an hour and finally was able to check in. Once checked in I was told to go downstairs to pickup the car from a designated spot and was told keys will be in the vehicle. I came to the spot I was told the car would be at and there was no car there, but instead, there was another line of customers also ***** customers deep. Keep in mind this was after 9 hours of traveling and standing in the first line for over an hour I was not happy to stand in another line.I stood in the second line for approximately 10 min before I was able to catch an agent and tell them that I was told to go to a designated spot to pick up my vehicle but the vehicle was not there. The agent told me to come with her and said that she will get me in touch with their vallet and have my car pulled up. I waited for another 15 min and the ******************* finally said that he will be right over with the vehicle. Took him another 10 minutes to pull it up and as soon as he did I hoped into the car and left asap without doing the usual walk through I do because I was tired and still have 2 hours to drive. The following morning my uncle pointed out a dent on the side of the car. I tried to get in contact with the branch to discuss the damage but no one picked up and I assumed that they would have this damage noted and didnt think too much of it and forgot about it. Once I dropped the car off at the airport, I did mention the damage that was there and explained everything to the agent. The agent reassured me everything would be okay said they would be able to check the footage before filling a claim. I know 100% that this damage was not caused by me yet hertz is saying it was me and are trying to charge me $651 for the dent.
Business Response
Date: 04/26/2024
Complaint ID: ********
Thrifty RR#: 964618605
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 the delay in our correspondence, as your inquiry pertains to a damage claim, your inquiry was forwarded to our *************************** team for their review and assistance. We have since received their response regarding Claim# ******** and can confirm the claim has been closed at this time and our partners at ************* Services notified. You should not receive any further correspondence regarding this claim.
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,

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

Thank you so much!

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Hertz is NOT a BBB Accredited Business.