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

7,236 total complaints in the last 3 years.
2,323 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:06/21/2024
Type:Order 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.
The original rental agreement was $599, a 599-a-month rate after returning the car, I discovered my contract had been changed to a weekly rate of $344.50. The charge is over $1,000 more than what I had expected to pay. The second complaint is renting from the 22nd of May to the 21st of June is considered 1 month and a day, I returned on the 20th, and I was still charged the extra day.
Business Response
Date: 07/03/2024
BBB Complaint: 21882609
RA: 149944281
This is in response to *****************.
Thank you for contacting us regarding this matter. I do see you have spoken our customer service team regarding this rate issue, and they have adjusted this to reflect the originally agreed-upon rate. This is a refund of $940.17.
Thank you for allowing me to assist in this matter.
Initial Complaint
Date:06/21/2024
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 started renting a car through Hertz through Uber at a rate of ******. I agreed to auto renew weekly, which should be every Tuesday. The first week weeks, everything was fine. On 6/11/2024 my card was charged ******, wasnt the amount of the contract, I was then told to bring the car in as they were unable to renew. I was told the ****** didnt even exist in their system, and that I had to dispute it with my bank, and I had to pay the agreed upon ****** to renew my contract which I did. Two days after that on 6/15/2024 my card was authorized another ******. They authorized my card 3 times in the same week. The last charge of 311 did fall off, but nowhere in my agreement does it state nor did I agree for them to randomly authorize my card whenever they want to. They also denied the dispute of ****** and I havent received my money.This week Im having similar issues i paid my weekly rental fee of ****** on 6/18 I physically went into a location and renewed, and today my card was illegally authorized ******. When I called Hertz did nothing to resolve my issue again, and I was told its their policy to authorized for the next week when I pay for the current weeks. Its very confusing, its not stated in the contract.Its just completely random. This last unexpected charge has caused my bank account to go negative. I have a phone bill due today, and Im unable to put gas in the car to work to get money for next weeks rental. I did some research on the internet and have come to learn this is a common occurrence with this company and I believe it to be fraud. As of today they owe me ****** and I need them to stick to our contract and only authorize my card on my renewal date and not random amounts on days of the week. In my attached contract ****** is nowhere on there and it states they would only authorize my card once a week. I researched this online and its a lot of people with this same experience.
Business Response
Date: 07/01/2024
Complaint ID: ********
RR#: Unknown

We would like the opportunity to respond to your message, but we are having difficulties locating your rental record; please provide the following information: 1. Reservation confirmation number or rental agreement/record number. 2. Location of rental (city/state). Once we have the updated information, we will be glad to assist you.
Initial Complaint
Date:06/21/2024
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 rented a minivan from 6/12/24-6/19/24. I returned the vehicle approximately 9:54 am on 6/19/2024. It was in perfect condition; I even vacuumed it and washed the exterior prior to returning it. I have video footage showing that if needed. When I got to the store, there was a long line of people and the man working there told me and the customer in front of me to just leave the keys and we were good to go. There was no option to have him go out and inspect the car. A day and a half later, I get a call stating that there was a large crack in the windshield of the vehicle. That was not there when I parked it. The vehicles are parked in a large commercial parking lot with a bunch of other businesses. I am not liable after I returned the vehicle. I have video, with a clear image of the windshield as I was leaving to return it. It is time stamped. I have tried to call the local location numerous times but no one will answer. I have also called the corporate number and was given the number to the claims department. They stated that they could not help me and that I needed to speak with the local office. However, they will not answer. I have not received a photo of the damage or the time/date it was taken. I would also like a copy of the video footage outside of the business at 9:56 that morning. It would show a vehicle in perfect condition, as does my video. This is not a matter of money; I do have primary rental car insurance through ***************** It's a matter of this not being an honest claim. I would like this resolved. I also have not been charged for the rental yet and I need the receipt with the final charges as I rented the car with another person and she needs to know what half of the cost is. I have attached proof of when I returned the vehicle as well as a photo taken less than an hour of returning the van with a clear view of the windshield. The photo is a screenshot of the Ring video; I have that as well but cannot attach it.
Business Response
Date: 07/05/2024
Complaint ID: ********
RR#: 160853243

Thank you for contacting us. Upon receipt of your inquiry, we immediately reached out to our ***************** Offices for their further review and assistance. We have since received their response and confirmation that the damage claim is being closed at this time and you will not be held liable for the damage claim. With this in mind, you should not receive any further correspondence related to this matter.
Initial Complaint
Date:06/21/2024
Type:Product 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 2/28/24 I made an online reservation with for a car in ***** for my trip on June 26, 2024. I never received an email confirmation for this reservation only a charge on my credit card (attached). I called several times to get a confirmation and the only thing they could do after waiting on hold for 30 minutes 2 times was to give me a confirmation number (K7812534450) and the confirmation # they gave me would not come up on their website. On May 22 I decided I wanted to upgrade my reservation to a larger car, I had to call, because again I could not pull up the reservation online. They informed me on the call that it would be easier to just cancel the previous reservation and they would book a new reservation for me for the larger car. (K8663964286) This is what I did and they informed me that I would get a refund within 10 days. I have called 2 times since then and they informed me that I would have to file an inquiry. I did file the inquiry and they denied my refund saying that I was not eligible for a refund. The operator on the phone originally had assured me that I would get a refund for the previous reservation. I am happy with my current reservation but would like a refund for the cancelled one. (K7812534450) Thank you for your help.
Business Response
Date: 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
Customer Answer
Date: 07/11/2024

Complaint: 21882186

I am rejecting this response because: Hertz did not provide a resolution, just stated that they were looking into the matter

Sincerely,

***********************
Business Response
Date: 07/19/2024
BBB Case# ********
Reservation # K7812534450

This is in response to ***********************,

Thank you for reaching out to us and allowing us the opportunity to review your case.

We sincerely apologize for the delay in resolving your concern and processing your refund. We understand that this situation has been inconvenient, and we appreciate your patience.

Please be assured your refund was processed on 07/15/24 for the full prepaid amount of $363.77. We kindly ask that you allow 5 to *************************************************************** your account.

Thank you for your understanding and patience. If you have any further questions or need additional assistance, please do not hesitate to contact us.

Thank you once again for your understanding and patience.
Customer Answer
Date: 07/19/2024

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
Date:06/20/2024
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 was incredibly disappointed in my service throughout the entirety of my reservation. They refused to connect me to a supervisor and would not honor my reservation.
Business Response
Date: 06/23/2024
BBB Complaint #********

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

Thank you for providing this information. My apologies for your experience. I have gone ahead and issued a $50 rental voucher to be sent to the address provided to us. Please allow 6-8 weeks to receive the voucher, Again my sincere apologies for your experience, and we do hope you give us the chance to serve you again.
Thank you for contacting us.
Initial Complaint
Date:06/20/2024
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.
Rental Agreement ********* Invoice Date 06/05/2024 Document: ************ I rented a vehicle from *************************************** Location ****** on 06/04. I was scheduled to pick up the car at 8 am. When I arrived at the rental car location, I had to wait an additional 30 minutes to pick up the vehicle because the previous renter had smoked in the vehicle and it needed to be cleaned. The vehicle was not cleaned well and I had to deal with the smell of smoke my entire trip. When I returned the vehicle to the *************** location ******, I received a $500 smoking fee. I was able to get in contact with the customer service rep at the location and after further review, she was able to see that the previous renter has smoked and said she would have her manager clear the fee from the invoice. I have since been unable to get in contact with the location and have tried reaching out in many ways. I have wasted hours of my time and have received multiple messages back that they refuse to even look at my case. All state that their associate smelled smoke when my car arrived. None have been willing to look any further.I genuinely do not smoke and have not ever smoked in my life. I know this is not possible to prove but I feel wronged because I know I did not smoke in this vehicle. I don't know who else to turn to at this point. I just want to talk to someone at Hertz that is able to listen and help me. This has been a really terrible experience and I know I can never trust this company again. I don't want anything free. I don't want any company credits. I just want this cleared up so I can move on and not use this company in the future.
Business Response
Date: 06/23/2024
BBB Complaint #********

Rental Record #*********

This is in response to ******.
Thank you for reaching out and providing us with this information. My apologies for your experience. After reviewing I see the $500 smoking fee was refunded on 06/21. Please allow 7-10 business days to receive the funds back in your account. Thank you again for allowing me to review your concerns.
Thank you for contacting us.
Initial Complaint
Date:06/20/2024
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.
Regards to Rental Record. 153906130.Hertz without authorization, permission or approval from my access and withdawl money from account I did not use to pay for my rental renewal. I did not use a ***** fargo account to pay for the current renewal so why is Hertz taking money fraudulently out of my WF account!
Business Response
Date: 06/26/2024
BBB Case 21879028
RR No: 153906130

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

Our records show that all charges were billed to a card ending in 2908. To clarify, did you receive a charge on a different card?

Thank you for contacting us.
Initial Complaint
Date:06/20/2024
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 rented a car for 4 days from Hertz from May *****, 2024. The total with a 20% coupon was going to be approximately $274. I picked up the car at the **************************** and was planning on returning it there. My flight was changed on the evening of May 27, and because the new times did not work with my schedule I was able to get on a flight the next morning (5/28) going out of *******, *********. I knew I would need to pay for an extra day of the rental car and a fee to change the drop off airport. As an aside, it is 2 hours between ******* and ******* airports. Instead of just adding on these additional costs, Hertz changed my entire 4 days to a $270/day fee, without the 20%, and the final charge was $1510. I felt stuck and taken advantage of. This seems like a ridiculous policy for the circumstances. I can see paying an extra day and a dropping off at another airport fee, but it didn't seem like I should be charged that enormous rate for every day I had the vehicle.
Business Response
Date: 06/23/2024
RE: BBB Complaint # ********
RR # 150655901

Dear **************,
Thank you for reaching out to us regarding your complaint regarding your rate change. In accordance with the Terms and Conditions of the Signed Rental Agreement, any changes to your agreed-upon return time, date, or location may result in a change to your quoted estimated rate total and the daily or hourly rate. Please be assured the most economical rate available at the time of the modification was applied. I understand this is not the outcome you had hoped for; however, after our review, we found that the charges have been correctly invoiced. I appreciate the time you have given me to look over your concerns. Have a great day!
Customer Answer
Date: 06/24/2024

Complaint: 21878618

I am rejecting this response because: I don't understand why I was charged $270 per day for the first few days I had the car if I was only extending the day for 12 additional hours. Even if I was to received a different daily rate, why isn't it a normal rate like around $100? Where is it in the contract that it says the rate would be charged $270 for each day I had the car, even though the extension wasn't for a full day? I get I would need to pay extra for the changed in drop off, but this amount seems excessive!!

Sincerely,

*********************
Business Response
Date: 06/26/2024
BBB Case 21878618
RR No: 150655901

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

Please understand that our rates will fluctuate depending on the demand of the vehicle class as extending rentals affects availability for other reservations.

Thank you for contacting us.
Customer Answer
Date: 06/28/2024

Complaint: 21878618

I am rejecting this response because: I don't feel you are answering my question. I had a reservation for 4 days. You knew the car was unavailable for those days. I get that extending it by 12 hours would cost more for that day, but it makes no sense why I would also be charged an exorbitant amount on the days I already had a set contract for. When I look up average daily rates for Hertz it is no way near $270!

Sincerely,

*********************
Initial Complaint
Date:06/20/2024
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.
I rented a vehicle just before midnight on 15 May 24 from the Hertz counter at the ******************* paid for with my Government Travel Card as I was on official travel (Rental record # *********). I asked if I could return it to Hertz in ********, ******************* and they couldn't change it but gave me the following # to call: **************. I called that number and they told me it would cost $***** to return the car on the 17th to Hertz ******** and I told them that I wanted to proceed with the ******** turn in. At 2pm, immediately following filling up the tank at the Kwik Star across *******************************************************, I pulled into the Hertz lot and took the keys inside and handed them to the girl behind the counter. She struggled with figuring out how much I should pay (it should have been $163.32 + ***** = $247.28) and said she would email me the receipt later. She asked her husband who worked there as well as called a co-worker who was driving and unable to accept her call but they didn't know how to figure out the charges. The following Wed, 22 May, I called Hertz HLE ******** but was redirected to their main line. I explained the situation and that I needed a receipt. They told me they would contact hertz ******** and I would have a receipt in ***** hours. On 24 May, I still hadn't received a receipt but received an email from Hertz telling me that my vehicle had not been returned. I called Hertz and explained the situation again and was told they would send me a temporary receipt in ***** hours and a final receipt in 7-10 days. I received an email the same day from Hertz for $247.28. I still didn't receive a final invoice and on 29 May, I received a letter from Hertz telling me my vehicle hadn't been returned. On 30 May, I received an email with a receipt that said I didn't turn in my vehicle to the ******************* Hertz until 30 May at 2:46pm and it charged my Government Credit Card for $1128.65.
Business Response
Date: 06/25/2024
BBB Case 21863462
Rental Record 145971416

This is in response to *********************,

A refund in the amount of $881.37 should post on the billed credit within the next 7 business days. I apologize for any inconvenience.

Thank you for contacting us.
Customer Answer
Date: 06/25/2024

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. If Hertz doesnt send the refund as stated, I will request that you re-engage. Thank you for your assistance.

Sincerely,

*********************
Initial Complaint
Date:06/20/2024
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 left a bag of clothing inside my rental vehicle I filed the lost and found protocol issued. It hertz waited the scooted time. Ive called multiple times finally got a number to lost and found department. In calling this number for the past 3 days only getting the voicemail which states. all calls will be returned in the order they were received during normal business hours. I have not gotten a call back from them nor an email stating they have found my items. Rental agreement # ********* *************** 885BMYG The bag of cloths cost $301.34 ************ isnt good at responding to their customers resolving issues or keeping good standing with current clients. I rent at other rental companies because of things like this. Id like my items but I need to be contacted by this company
Business Response
Date: 06/23/2024
RE: BBB Complaint # ********
RR # *********

Dear ****************,

Thank you for reaching out to us today regarding your complaint. I am sorry to hear that you lost items when returning your vehicle. In accordance with the Terms and Conditions of the rental agreement, The Hertz Corporation is not responsible for personal property left in our vehicles. If items are found, we allow them to be kept in our lost and found at the location for a period of 30 days. Please reach out to the location directly for further assistance with your belongings. Please also follow the following link to our lost and found site to see if your items have been found.
*********************************************************************************************************************
I appreciate you bringing this matter to our attention for further review and clarification. Have a great day!

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Hertz is NOT a BBB Accredited Business.