Complaints

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:02/27/2024

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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 made a rental car reservation for our family of four on 12/13/2023 at the Hertz located at the convention center in New Orleans, LA. The reservation was for 2/26/2024 with same day drop off at the New Orleans airport. We were getting off of a cruise ship with lots of luggage and young children, one of which requires a car seat which we had also reserved. On 2/25/2024 I received a confirmation message about my reservation. The following morning, as we were disembarking the ship, we received a text message abruptly stating there was no longer a car available to us and our reservation was cancelled. This was obviously a massive inconvenience. We were stranded with all of our luggage in downtown New Orleans with no accountability whatsoever. We made two phone calls trying to resolve this problem and we’re told they were canceling many reservations and there was nothing they could do. Hertz is well known for these deceptive business practices, consistently taking many more reservations that they can or intend to fulfill. This places customers in precarious, sometimes dangerous situations and is done so willfully and intentionally. We were forced to cancel our non-refundable tour reset sticks and incur many additional expenses as a result. Worst of all, our 3-year-old daughter had to be transported to the airport without an adequate car seat. This business should be held accountable for their deceptive practices.

  Business Response

  Date: 03/04/2024

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

  This correspondence is being sent in response to a query made by B**** ******** Thank you for allowing us the opportunity to review your concerns. 

  We sincerely apologize for the inconvenience
  experienced in New Orleans, when we were unable to honor your reservation. Although our reservation system is designed to
  provide a vehicle at the time and place requested, situations can sometimes
  develop that prevent us from honoring a reservation.  Normally, our inventory of vehicles is more
  than sufficient to meet confirmed reservations; however, on rare occasions, unforeseen situations arise
  that are beyond the branches control. This is usually caused by late returns,
  extended rentals, damaged vehicles etc. Rest assured, your concerns and feedback will be shared with appropriate management. 

  Customer Answer

  Date: 03/05/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21350795, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  I was not offered any resolution other than a copy-and-paste apology and a claim that my cancelled reservation was due to unforeseen circumstances. However, Hertz has a long history of severely overbooking reservations (a quick look around the internet will lead one to many similar stories), and the agent I spoke with told me that he was dealing with “many” customers who had their reservations cancelled that day. Until Hertz can provide me with some form of compensation for the expense and inconvenience of my cancelled reservation, or they make a change to their business practices to not drastically overbook their reservations, I will not consider this complaint resolved
  
  
  
  Regards,
  
  
  
  ***** *******
   
  
   
  

• Initial Complaint

  Date:10/26/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 placed a reservation on 9/22/23 for a rental car with hertz for the dates of 10/17/23-10/20/23 for 5pm. When our plane landed, I called them (5pm) and even though they were supposed to close at 6 pm, when I called they said they were already closed. We went to the other hertz closer to the airport where their workers told me none of them answer the phone, they refused to call the other hertz on **************************, and they said that they would not be able to help us get a car. I called the hertz 800 number where I spoke with a woman who would not help me and would not let me speak with a supervisor. I ordered another car for the next day and called ********************************* hertz on wed 10/18/23 morning. I spoke with **** the assistant manager that assured me he would make sure I got a car but said it would be at 3 pm when other cars would be arriving back. To make a long story short, he never called me back, we never got a car, and when I called him back later that afternoon he was rude and didnt offer any help or compensation for not having my car. I booked it almost a month in advance, and we did not get to experience everything we wanted because of this issue. The only saving ***** is the didnt get a chance to steal our money as well, they only ruined our vacation.

  Customer Answer

  Date: 11/15/2023

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Hertz Car Rentals regarding complaint ID ********.
  
  Regards,
  
  *********************************