ComplaintsforHertz

• Initial Complaint

  07/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Received an Email from Hertz 30 June 610am.No photos or Completed VIR Document by ***** was Attached to the email.From: ******************************** <**********************************************************>Sent: Sunday, June 30, 2024 6:10:54 AM To: ************************** <**************************>Cc: ******************************** <**********************************************************>; ******************************* <******************************************************>; ************************* <***************************************************>; ****************************** <***********************************>; ************************ <***********************************>Subject: Hertz RA# ********* Good morning, Thank you for returning your vehicle. Upon further inspection of the vehicle, it was noted that the front passenger side bumper was gouged. After investigation, we have determined that this was not previously noted. I have attached photos for your reference. As well, you will have received a copy of the vehicle incident report that was completed on our end. Could you please see the attached pdf file. Complete the damage report and send it back to us by via email.I have cc'd my managers, should you have any questions please feel free to contact them.Thank you and have a good day!

  Business response

  07/08/2024

  BBB Complaint: ********
  Rental Record #: *********
  
  This is in response to ***************************.
  
  Thank you for contacting us we have received your inquiry and appreciate you reaching out to us.
  
  Hertz thoroughly reviews each customers inquiry. After further review of our records, a member of the location management team has been in recent contact with you to confirm there is no damage charge on your rental at this time. The $266 charge is related to your time and mileage before tax.  
  
  While a damage report has been filed, and a damage investigation is underway we will inform you of any further actions if deemed appropriate.

  Best Regards.
  
  

  
  

  Customer response

  07/08/2024

  
  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

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hertz did not provide the vehicle requested and put me in a vehicle that was too small for my family. The vehicle I was put in was not serviced and the check engine light came on while we were on our way to the **************. I reached out to the roadside service Confirmation number ******** I was told to take the *** to the airport address of Hertz. When I took it there I was informed that I would need to close out the contract out and repay a deposit to turn in the car and get another one and I did not have that. I called and talked to corporate who told me they could do nothing to help because Hertz SC was independent and did not have corporate vehicles. I was stuck and in a mess. I took down all this information and was told when I make it back to contact Hertz for a adjustment and I did make it back by Gods ***** and Hertz said, "I have verified with our Hertz ************************** cases that no reports were filed regarding your complaint, thus no adjustments were warranted." A totally lie as I included the incident number and ****** who I spoke to. How could sending someone off in a car that needed service not, "Warrant" an adjustment? Now this came from **************Hertz ******** Services I am just so over them and I want my money returned this was just the worst experience and this company is horrible.

  Business response

  07/05/2024

  Complaint ID: ********

  RR#: *********

   

  Thank you for contacting us. Please accept our apology for the vehicle provided and the issues you experienced with this vehicle. A review of our records indicates you prepaid via a third party. Please provide documents showing the amount you prepaid. As a gesture of our apology for your experience we would like to refund 50% of the amount you prepaid. 

  Customer response

  07/05/2024

   
  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. I would like money refunded to me not the third party.  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have rented from hertz for the pass 3 to 4 month each month I deal with and issue were I call I am told the rental has been extended rental has been extended for the requested time.I am told the system isnt requesting any additional funds. Then I will just happen to extend it again, and then Im told that the car is in what they call the repo department. Its very upsetting because *** spent an awful a lot amount of money with this company. Probably somewhere in the amount of 8 to 9 grand dust far.Its very upsetting because *** spent an awful a lot amount of money with this company dust far when these things happen it affects the history of the renter so it could lead to bigger problems. I take issue with this because its too big of a company for these type of things to happen. Its also very stressful when the customer does their part it is up to the company to do their part in many times this happened and somebody somewhere is dropping the ball. Not necessarily the location but the 800 number. I also want to take this time to mention that I havent been able to completely understand all of the charges on the account *** sent emails about this, but Im emailed a very generalized message that doesnt solve any problems. Its almost impossible to get to someone who knows whats going on. In addition, to that I set up I set up one of their loyalty program or reward programs rather when I first started renting when I asked about it, I was advised that I do not have it here recently, I started a new one, but I was told prior to I already had one which means I lost a lot of points that I couldve gathered during this time. I also emailed about this and got a very general email back.

  Business response

  07/03/2024

  BBB Complaint: ********
  Rental Record: *********
  
  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 your concerns have been shared with the appropriate management team for an internal review and any corrective action necessary.

  We deeply value you as a loyal Hertz Gold Member and as a gesture of goodwill I have added ***** reward points to your hertz loyalty account. The points are added as of today and available for use.
  Thank you for allowing me to address your concerns.
  
  Best Regards.

  Customer response

  07/07/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Previously made a rental reservation on line and paid for a Chev equinox, out of *********************. Jun 26 was present to pick up the Equinox and required to once again go through the rental process. With additional monies required. At this particular airport rental agencies do not allow walk up customers to rent. So, pretty much stuck with Hertz. We retrieved the vehicle, not a new equinox, but a 4 year old ******* no navigation system, blurry back up camera, and no active alarm notice. We checked the ****** beforehand in an underground garage, but once in daylight saw a scratch on side. In addition, the car reeked of cigarette smoke, and as we drove saw the smearing of thick smoke film on the windshield. Noticed Hertz of this and received a pay copy paste response:

  Business response

  06/30/2024

  RE: BBB Complaint # ********
  RR # 168914174
  
  Dear Mr. and *****************,

  Thank you for reaching out to us regarding your complaint. I am sorry to hear of the way you received your vehicle. I truly appreciate your time in notifying us of this issue. My sincere apologies for the cleanliness and condition of your rental vehicle. Hertz prides itself on providing a clean and well-maintained fleet to allow our customers a comfortable ********************** experience, and we failed to meet that goal. I apologize for any inconvenience you experienced with the vehicle. Your satisfaction is our priority, and we look forward to serving you better in the future. I have sent a $50 rental certificate to the address you have provided. Please allow up to 4 weeks for **** to get that delivered to you. If theres anything else I can assist you with, please feel free to let me know. Safe travels!

• Initial Complaint

  06/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We rented a car from the 16th to the 23rd of June ************************************************************************************ advance. We picked up the car and they asked us if we were interested in an insurance for the car. We answered NO because it is already covered by the credit card. So we signed absolutely nothing. Anyway they charged us in addition to the full advance payment of ****** + $573.89 for a NOT required insurance + taxes and fees, stating that we signed up for the suggested Insurance. We called them asking for a copy of the contract we supposedly signed but they dont want to send it. Thanks for your help The reservation n is K8784359266

  Business response

  06/28/2024

  BBB Complaint: 21908208
  Rental Record: 163119423
  
  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 and offer our sincerest apologies in regard to this billing error. At this time a full refund has been issued in the amount of $573.89 to **** x4103. We kindly ask that you allow 3-5 business days for processing.
  
  Please rest assured, that your concerns have been shared with the appropriate management team for an internal review and any corrective action necessary. 
  
  We truly your patience during the resolution of your concern.
  
  Best Regards

• Initial Complaint

  06/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We rented a car from Hertz at *************** in ******* on 5/8/24. The car rent fee was ****** Euro for 7 days. We returned the car on 5/15/24. The "Check- Condition" on the VEHICLE CONDITION REPORT FORM (attached) has clearly stated that "there is no new damage found. Payment is not needed". But after we return to **, we found Hertz has charged $1,313.15 from our credit card. Later Hertz sent us an invoice: $226.52 was for car rent. The rest $1086.63 was the damages cost: $857.62 (Repairing)+ $33.06 (Damage Admin Fee) + $195.95 (Tax: $890.68 X 22%).On 6/12/24, we sent an email asking Hertz to provide us the Cost Matrix /Cost Break Down for the Damage Repairing from the car repairing shop; If Hertz can not provide it, Hertz must refund us the "damage" charge of $1086.63 back to our credit card. We received Hertz "Do not reply" email on 6/14/24 as following: "Thank you for taking the time to contact us about your Hertz rental. Your business is important to us, and we welcome the opportunity to assist you. Our goal is to provide you a personal response from a Hertz **************** Representative within 1-3 business days. In the meantime, perhaps our Frequently Asked Questions on www.hertz.com/rentacar/customersupport might assist in answering some of your questions.The case reference number for your email is 22545332."But we haven't hearing from Hertz since then. www.hertz.com/rentacar/customersuppor has never worked. We called Hertz a few times. Each time, we were rerouted to a different department. So far no one was willing to help us to solve this problem. We are very frustrated.Please help us to get refund from Hertz for the "damage" charge of $1086.63 or Hertz must provide us with the Cost Matrix /Cost Break Down for the Damage Repairing from the car repairing shop within two weeks.

  Business response

  06/30/2024

  RE: BBB Complaint # ******** 
  Reservation: k8374063595
  Hertz Care Cases: 22545332, 22704278
  
  Dear Weiping Xie,
  Thank you for reaching out to us today regarding your complaint regarding damage charges. I have contacted the location regarding this charge and included your inspection report. This location is a franchisee location, so I am unable to make any monetary adjustments at this time. I have contacted the location under case 22704278. Please know that as the location is international, it may take a bit longer before we hear back. Please reach back out if you do not hear from us within the next week.

  Customer response

  07/02/2024

   
  Complaint: 21907845
  
  I am rejecting this response because:

  Dear BBB,

  Thank you for taking care of this issue. Hertz wanted us to wait longer for their "any monetary adjustments". Here was Hertz's response:

  Dear Weiping Xie,
  Thank you for reaching out to us today regarding your complaint regarding damage charges. I have contacted the location regarding this charge and included your inspection report. This location is a franchisee location, so I am unable to make any monetary adjustments at this time. I have contacted the location under case 22704278. Please know that as the location is international, it may take a bit longer before we hear back. Please reach back out if you do not hear from us within the next week.

  Let's see if I will hear from them this week.

  Thanks

  Sincerely,

  Weiping

   

  Business response

  07/04/2024

  BBB Complaint: 21907845
  Reservation: K8460558954
  
  This is in response to *********************.
  
  Thank you for reaching out and allow us to assist with your concern.
  
  Hertz thoroughly reviews all customer inquiries. According to our records, there is an active case with an ongoing investigation to resolve your initial complaint / damage dispute. We provided a response on June 30th in regard to the status of your dispute.
  
  We appreciate your patience as we rely on documentation for refunds & are working with the location. Please be advised that since this is an international location internal review and investigation tends to take a bit longer than normal.
  
  We look forward to resolving your concern as quickly as possible.
  
  Best Regards.

  Customer response

  07/09/2024

   
  Complaint: 21907845
  
  I am rejecting this response because:

  We are NOT satisfied with Hertz's response. 

  Basically Hertz didn't provide any new information this time. They just gave us the information that was not different from what they had given us before, 

  which was already rejected by our credit card claim department. Our credit card claim department needs Hertz to provide the detailed Cost Matrix / Cost Break Down for the Damage Repair from the car repairing shop. For example, how much is the paint? How much is the labor charge etc?

   

  Would you please let Hertz know that we are not satisfied with their response. They should either provide us with the detailed Cost Matrix / Cost Break Down for the Damage Repair from the car repairing shop, or refund us the "damage" charge of $1086.63 back to our credit card.

  Thanks

  Sincerely

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

   

• Initial Complaint

  06/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On June 24. 2024, I went to pick up my reserved car at the Hertz location in ******, **. I arrived at the location and was turned away for wanting to use my debit card and not having a credit card. Today, June 26, 2024, I have now been charged a no-show fee on my card of $54.75, which is an unauthorized transaction. This is the second time I have now been inconvenienced by Hertz and have to go out of my way to fix their mistake. I want the no-show fee refunded to my card immediately.

  Business response

  06/28/2024

  BBB Complaint: 21907798
  
  This is in response to ***************************

  Thank you for reaching out and allow us to look into this matter. Your concerns were forwarded to the Hertz Executive team for further handling and correspondence.
  

  I can certainly understand your concerns regarding this matter. Please rest assured that I will thoroughly review this matter and provide you with a response as expeditiously as possible. Should you have any questions or concerns in the interim, please do not hesitate to reach us at ***************************************************. 
  
  Best Regards

• Initial Complaint

  06/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On May 12, 2024, I reserved a SUV online for the dates of 5/17/24 through 5/21/24 from the **********************************. I elected the pay now option with the Loss Damage Waiver option. I was quoted the following rates $46.42 daily rental rate at 4 days and a Protection rate of $41.99 at 4 days, plus the applicable taxes and fees. It was my desire to pay the entire bill, at the time of my reservation. However, the system was only set up to collect the daily rental rate plus tax and fees, so I was only initially charged $277.80. Here is the issue; once I returned the car and received my emailed receipt, I was actually charged $69.99 at 4 days for the loss damage waiver. The customer service representatives keep inaccurately advising me via email correspondence that I signed an acknowledgement form accepting these charges. However, they have been unable to furnish any documentation with my signature, because when I picked up the car, I did not sign anything. I never even presented an ID! So, the representatives stating that I signed something, is a complete fabrication of the facts. At this point, I am merely requesting an adjustment for the difference in the rates that I was charged. I feel that a review of facts by a qualified associate could have quickly resolved this matter. However, my request to have a manager call me back have gone unanswered via email exchange and when I attempted to call into the call the office, I waited over 10 minutes and no one answered the phone. I am seeking a prompt resolution. I have also mailed in a formal written complaint to Hertz' **************** to no avail. They keep sending me emails saying that I acknowledged the charges, this is completely erroneous. I AM NOT DISPUTING THE **** THAT THE COVERAGE WAS ADDED, I AM DISPUTING THE CHARGED AMOUNT. To date, I have attempted to reach Hertz, they refuse to return my complaint with a phone call. And their email responses are not adequately addressing my complaint.

  Business response

  06/27/2024

  BBB Complaint: 21907586
  Rental Record: 146921692
  
  This is in response to *********************************
  
  Thank you for reaching out and allowing us to research and address your concern.
  
  Hertz thoroughly reviews all customer inquiries submitted. Please accept our deepest apologies in the delay in responding to your initial inquires. After review of your supporting documentation and our records, an adjustment has been made to your final invoice to reflect the original quoted rental coverage price. As a result a refund of $112.00 to Master Card x2187 has been issued. We ask that you allow 3-5 business days for processing.
  
  We truly value you as a loyal Hertz Gold Member and appreciate your patience during the resolution of your concern. As a gesture of goodwill 500 points have been added to your loyalty account.
  
  Best Regards

  Customer response

  06/28/2024

   
  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

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/1/24 vehicle rental was not available for pickup at ************************. Traveling from **** at the time of rental. Hertz Agent refused to provide me with information stating car was not available. Charge is still on my Master Card. It's been. 4 weeks and still no refund. This is a scam. The vehicle should have been available if I paid in advance or funds returned immediately.

  Business response

  06/30/2024

  RE: BBB Complaint # ********
  
  Dear ********************,
  I am sorry to hear we were unable to honor your reservation with us at our Savannah ******************** our vehicle inventory typically meets confirmed reservations, occasional shortages arise due to unforeseen circumstances. I am happy to take a look at your account, however I was unable to find your reservation. If you please would provide me with your reservation number beginning with a J or K, I will investigate this matter further. Have a great weekend!

• Initial Complaint

  06/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I stayed at the ******************* in ******, ******* on the nights of April 12, 13 and 14 and parked my Hertz rental car in the hotel parking area. There is a 5 GBP parking fee per day which I paid on April 12 at the machine outside the hotel entrance (15 GBP total). After returning home, on May 5th I received two invoices in the mail from Hertz for administrative fees (42 GBP each) for parking violations. On May 7th I emailed Hertz UK asking what their policy was in the case that the parking violations were in error. I received a third parking violation and Hertz invoice for 42 GBP in the mail a few days later. The next communication I had from Hertz was 3 emails on May 17th. These each referred to one of the 3 invoices and threatened to send them out to an external collection agency if they were not paid within 7 days. I sent an urgent email to Hertz UK on May 19th requesting an immediate response and a hold on the payment while I pursue an appeal of the charges to Hertz. I received no response despite resending the email twice more. In order to avoid further complications if these invoices were sent to external collection, I decided to pay these invoices on May 25th. On Monday May 27th I received an email from Hertz in reply to my email of May 7th saying that they had waived the first two invoices (the only ones that I had received by May 7th ). I immediately replied to inform them of my payment and to request a refund. I have heard nothing further from Hertz UK.I emailed *************************************************** but they only referred me to Hertz UK. Given that Hertz agreed to waive two of their 42 GBP fees, I expect to get a refund for at least these two. I see no reason why they would not also refund the third one. It is extremely difficult to deal with Hertz. There is no in-person customer service available. I have been a ********************** Gold Member for 30 years and am appalled at their lack of customer service.

  Business response

  06/27/2024

  BBB Complaint: 21907369
  Rental Record: 248388210
  
  This is in response to *****************************
  
  Thank you for reaching out and allowing us to research and address your concern.
  
  Hertz thoroughly reviews all customer inquiries submitted. Please accept our deepest apologies in the delay in responding to your initial inquires. After review of your supporting documentation and our records, a refund of ****** to **** x0948 has been issued. We ask that you allow 3-5 business days for processing.
  
  We truly value you as a loyal Hertz Gold Member and appreciate your patience during the resolution of your concern. As a gesture of goodwill 500 points have been added to your loyalty account.
  
  Best Regards

  Customer response

  07/03/2024

   
  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,
  
  *****************************

*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. ↩