Executive Complaint – Hertz and Lyft Express Drive Program
To: Ms. Cynthia Perez, Hertz Bedford, Texas
CC: Office of the Chief Executive Officer, The Hertz Corporation
Corporate Headquarters
The Hertz Corporation
8501 Williams Road
Estero, FL 33928
CC: Office of the Chief Executive Officer, Lyft, Inc.
Corporate Headquarters
Lyft, Inc.
185 Berry Street, Suite 5000
San Francisco, CA 94107
June 23, 2026
Subject: Formal Complaint Regarding Lyft Express Drive Rental Record #596143951
Dear Ms. Perez:
I am submitting this formal complaint regarding my Lyft Express Drive rental, Record #596143951. I am providing copies to the Offices of the Chief Executive Officers of The Hertz Corporation and Lyft, Inc., due to the seriousness of the issues encountered during this rental transaction.
As a Lyft driver, I entered into this rental agreement with the reasonable expectation that the vehicle would be properly inspected, maintained, legally compliant, and supported by professional customer service. Unfortunately, my experience fell substantially below those expectations.
VEHICLE CONDITION AND COMPLIANCE ISSUES:
During the rental period, I encountered multiple issues that should have been identified and corrected before the vehicle was placed into service:
• The windshield trim detached while I was driving between Fort Worth and Denton, creating a potential safety hazard.
• The vehicle displayed an expired registration sticker (TBL9432).
• The front passenger-side window switch was inoperable.
• I was unable to register the vehicle with NTTA despite repeated attempts beginning on the first day of the rental.
These issues should have been discovered during routine inspection and preparation of the vehicle before it was assigned to a customer.
NTTA TOLL REGISTRATION ISSUE:
Beginning June 15, 2026, I made repeated attempts to register the vehicle (TBL9432) with my NTTA account. Each attempt failed because the vehicle’s license plate was apparently associated with another account.
On June 22, 2026, I finally reached an NTTA representative (Andrew) who confirmed that the vehicle remained associated with another renter’s account. I made every reasonable effort to comply with NTTA requirements, yet I was prevented from doing so because of circumstances beyond my control.
Accordingly, I request written confirmation that neither Hertz nor Lyft will assess any toll-related penalties, administrative fees, or charges resulting from my inability to register the vehicle.
CUSTOMER SERVICE FAILURES:
On June 15, 2026, I waited approximately three hours for my rental to be processed. During that time, there was little communication regarding the delay, and I ultimately had to approach your desk to inquire about my status.
Likewise, on June 22, 2026, I arrived at approximately 10:15 a.m. to return the vehicle. After waiting about three hours without assistance, I again had to approach the counter to complete the return process.
Ms. Perez stated that my name had been called. This statement was false. I remained seated within a few feet of her desk during the entire waiting period and did not hear my name called. No employee made any effort to notify me that assistance was available. As a result, I experienced additional and unnecessary delay.
Collectively, the pickup and return delays resulted in approximately six to seven hours of lost time.
BROADER CONCERN:
The Express Drive program is intended to allow drivers to earn income. Excessive wait times, unresolved vehicle defects, registration issues, and poor communication directly interfere with a driver’s ability to generate revenue. Customers paying substantial weekly rental fees should not be expected to spend hours addressing issues that should have been resolved before the vehicle was rented.
REQUESTED RESOLUTION:
I respectfully request:
1. A formal investigation into the circumstances surrounding Rental Record #596143951.
2. Written confirmation that no toll-related penalties or administrative fees will be assessed.
3. A review of vehicle inspection (TBL9432) and maintenance procedures at the Bedford, Texas, location.
4. A review of customer service and customer communication practices at the Bedford location.
5. Appropriate compensation, rental credit, reimbursement, or other consideration for the significant inconvenience, lost time, and vehicle-related issues experienced during this rental.
I believe these concerns warrant review by both Hertz and Lyft management, and I look forward to receiving a written response.
Respectfully,
Written by: Greg MD
Greg MD Blog 
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