ComplaintsforHerc Rentals Inc.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was quoted daily, weekly, monthly rental amount. Additional fees were not disclosed nor discussed for pick up and delivery -- $400; "other charges, not defined $120.19; Protection $490....the additional charges were almost as much as the quoted price. We will not do business with this company again. We consider these unlawful and dishonest trade practices.

  

  Business response

  11/13/2024

  Thank you for sharing your concerns about your experience with Herc Rentals. A manager on our Customer Solutions Team spoke with you recently to address the issues you raised, and we value your feedback.Our ************* Team and our staff at our branch locations are responsible for providing customers with a comprehensive equipment-rental quote, including all related fees. We apologize that you did not experience complete transparency when you received an equipment quote from us. Your insight is important to Team **** as we work to provide the best customer experience possible.
  

  Customer response

  11/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response is satisfactory to me.  Thank you for everyone's assistance and transparency.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The office manager called to ask me to bring an additional check for our rental because the original was misplaced. I was ensured that if found, they would return the original. However, both were deposited the day before Thanksgiving. My account was overdrawn and I was unable to speak with anyone until the following Monday. I was told it would be looked into and I would get a call back. I have not received a call and went to the office yesterday. I still have no resolution or a response from the manager.

  

  Business response

  12/15/2023

  Our Shawnee Branch of Herc Rentals has been working with this customer and her husband to rent equipment for their business. Recently, the customer came to rent a piece of equipment and did not leave a payment for said item. When management realized this, they called the customer and had her return with a check to cover the rental. We apologize for this initial miscommunication between the customer and our Shawnee location, but we can assure the customer that we have not over-charged her for any items she or her husband have rented. We have offered to go over all rental agreement and payments with the customer in person to assure her that everything was charged properly. We again apologize for any communication issues during this process, but we are confident that all rental agreement were processed accurately, and the customer was not overcharged for these **********************. 

• Initial Complaint

  06/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Received a quote for a 4 week telehandler rental with delivery and pick up for $4655.73. After renting the unit from HERC for that period, I received a receipt that showed 2 additional fees that were not disclosed in the quote. These fees were labelled as "TRANS SRVC SURCHARGE". Upon inquiring about these charges and requesting a refund, I was told "That is an automatic fee that is charged when there is delivery and or pickup with the contract. It is the local tax for transportation that we have to pay." (see enclosed email). This statement is false. Afterward, I did a ****** search and found documentation regarding this fee. It is not a tax by any means and is strictly an additional revenue stream. Since other surcharges were listed on my quote, I have to ask that if this is an automatic charge, why was it not listed on the quote. This is a deceptive practice and I should only have to pay what I was quoted - what is the purpose of a quote if it can't be deemed reliable?

  

  Business response

  06/30/2023

  We mistakenly didn't communicate the transportation surcharge to the customer when quoting.  The customer has been refunded back the original quoted amount. 

  Customer response

  06/30/2023

   
  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

  03/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In December 2022, a pipe burst, causing a significant amount of damage to our property. We hired a company, who hired ****, to assist with the water remediation. As part of the process, Herc provided a lift operator who damaged our driveway. Their equipment got caught in our driveway, left gauges in the dirt/pavers, scratched multiple pavers, and caused other damage. At the water remediation company's request, we forwarded a quote we had received for the damaged driveway to the ******* Branch Manager (**). While we understand that **** may have questions and need to do an independent assessment of the damages, the ** was immediately defensive and confrontational, without having seen the property. We made ourselves available to meet the ** at the property; he did not contact us and instead went to the property alone. He subsequently sent another defensive and disrespectful email claiming that we were seeking to have Herc repair the entire driveway. Despite the rude tone of his email, we respectfully requested that Herc send their own contractor to review and assess the damage. The ** immediately declined and offered no solution whatsoever.After escalating with Herc, we were put in touch with an adjuster who said that the damage to the driveway was "nobody's fault" and perhaps the lift should not have been used on the type of driveway we had. However, Herc as the owner and operator is the expert on what its equipment can and cannot do. They cannot claim that the damage, despite unintentional, is not their fault when it was their equipment and their operator that caused the damage. We are merely homeowners asking Herc to do the right thing; repair the damages caused by their lift and lift operator. If Herc disagrees with the quote provided, they should hire their own licensed contractor to assess the damage and pay for the repairs. Although our contractor's estimate was over $4k for repairs, I am willing to accept $2k so we can stop dealing with ****.

  

  Business response

  04/06/2023

  I received a call from our customer who was doing work for a third party. We rented a piece of equipment to our customer for a period of time and were notified that they were finished with it.  We attempted to pick the lift up twice, and both times were unable to retrieve the lift due to it being inaccessible.  Our driver was instructed by our customer to move the lift from the back side of the property. During the process, the lift made a rut in the mud (very unstable and wet ground. that consisted mostly of mud). I was notified of the damage 3 months later (March 12) and given very little information from our customer. I spoke with the complainant via email and advised that I did not see the damage they spoke of.  I also noted that the driveway had several contractors working on it and that there were mudholes in other areas of the driveway also. The customer provided a repair quote of $4960.00 that included removal and replacement of 140 linear feet of their driveway. That length includes their entire driveway, which I noted was also in very rough condition. I arrived to meet at the residence roughly 3 minutes past the time window I was provided. After seeing state of the entire driveway, I felt that we were being targeted due to our company's size, and determined it would be better to turn the situation over to an external claim department. I forwarded the situation to our external claim department who spoke with our customer along with the homeowner.  Due to the circumstances, the external company denied the homeowners claim due to the facts and circumstances of the situation. 

  I have included the pictures taken while on site which indicated that the driveway currently had a dumpster parked on it with multiple holes in the mud. The homeowner wants 140 feet (the entire driveway) replaced as a result of what they claim happened in an area that covers 2 feet. I offered multiple times to smooth the dirt out for them, but they denied. In addition, our customer who rented the lift also moved the scissor lift once our driver deemed it unable to do so.  I did not feel that I was rude, but felt as though we were being taken advantage of, which ultimately led to the decision to remove myself and let the external company handle the claim in which they saw would best be fit.  The external claim department (which is not a part of our company) deemed that the claim should be denied. 

  Customer response

  04/17/2023

   
  Complaint: 19868162
  
  I am rejecting this response because: the proposed resolution is completely inadequate. The validity of my damages claim is substantiated by the fact that ******* customer has elected not to use ***** again in the future because of how they handled our claim. If we were merely searching for deep pockets and a free driveway, then why would ******* own customer drop them? Also, their proposed resolution is unacceptable. You cannot trust them to conduct the business they allegedly have experience in (leasing and driving equipment); why would we trust them to repair our driveway? The appropriate resolution that would be offered by a reputable business would be to hire a licensed contractor to review and assess the damage, then provide a quote and/or perform the repair. This is exactly what ******* customer has offered to do. In contrast, ******* "offer" is the equivalent of their area manager hitting a car on the highway and offering to paint the bumper merely because he, a clearly inexperienced individual with zero knowledge of vehicles, thinks that is all that is required. ***** obviously has terrible business practices, cannot handle the work they are hired to do, and will not take responsibility for their errors. All customers and potential customers should be aware of this and I hope this complaint accomplishes that.
  
  Sincerely,
  
  Chiaman ****

  

  Business response

  04/19/2023

  Our customer has not indicated that they would cease business with us. Furthermore, they are not a representative of Herc and do not dictate how we operate.  Our policy is as follows....

  Inspect complaint- discuss resolution- contact our companies external claims department-turn over to claims- respond based on claim.

  I spoke with you over email and inspected the area. I determined that your resolution was not reasonable. I forwarded the complaint to our external claims department. The adjuster spoke with me, our customer, and the property owner, to determine that the claim was not valid and denied the claim. 

  Herc will be following the advice of the external claim department.  

  Customer response

  04/24/2023

   
  Complaint: 19868162
  
  I am rejecting this response because: unless the contractor has lied to me, they have informed us that they will no longer be using ****** services. This is already in the email evidence I submitted.

  "As far as Herc, the only thing I can think of is that you could escalate the issue to their corporate office.  ****** has taken a similar approach with us, so he was already notified that we would no longer be using their services."

  Sincerely,
  

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

• Initial Complaint

  07/15/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I rented a bobcat machine to move dirt on my site on July 11. Two hours later, the machine broke down. I called and asked for repair on replacement. The mechanic could not repair it. Then the manager said he is sorry, but he does not have any machine onsite to replace it with. This lack of customer service cost me an additional 1400 dollars of labor and delayed of the arrival of the base. Then I was told I will be billed for the repair etc. I tried to reach out to a customer solution, only to find out that the first invoice was in the amount of 1600. I reached out to try to resolve the issue but no one really cares. I was told by the manager during the renting process not to worry all good. The machine is old and beat up and I would say it is defective. I have had the same machine working on the same site for the last few days. No issue. When you rent a car and it breaks down, the rental company sends a replacement and often they upgrade for the inconvenience. Today I new invoice, however, I was charged for full-day rent which they know I did not use, and Other charges in the amount of 403 dollars. Again, the machine was not used for the entire day nor I would agree to other charges. I am attaching a photo of the working site and invoice.

  

  Business response

  08/24/2022

  Business Response /* (1000, 5, 2022/07/29) */ We're disappointed your experience with us has been unsatisfactory. We have alerted the branch associated with your rental to further look into this billing issue to ensure it is corrected. Someone should be in touch shortly, thank you. Consumer Response /* (3000, 7, 2022/07/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not received a call from the business as it stated above. I am also asking to see where did I sign taking responsibility for a worn out track on that machine. Business Response /* (4000, 9, 2022/08/02) */ Thank you, I was able to locate this rental in the system and our records indicate the branch issued a credit and only charged for a 1-day rental instead of a week rental. Additionally, it shows the tracks on the rental were damaged. Thus, I have reached out to the branch to confirm as well as direct them to contact the customer directly to resolve. Consumer Response /* (4200, 11, 2022/08/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) The person who wrote the reply either does not care to understand the real issue or don't want to understand it. First, the machine broke down in the first 2-3 hours. That is why it was returned. Not because of the generosity of the business and they failed to replace it. So the comment about not charging for a week is false. The business verify that. Then I was billed for the repair cost despite my explanation of other machines worked there with no issues . I attached a photo of the work site but no one cares. Then the business is ignoring what they cost me for their lack of action. They said they will need 3-5 days to replace it or fix it. In the e mean while my foundation was delayed and it cost me 1400 dollars to recover. Then no one is showing me where I signed acknowledging my responsibilities for broken track on old worn and torn machine. Unacceptable. Then the home office who is suppose to address the issue, referring me back to to d store manager. So he is the judge, the lawyer and the executioner all in one person.

*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. ↩