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

7,227 total complaints in the last 3 years.
2,321 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:06/18/2024
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 from Hertz in ********* ** from June 1st to June 7th 2024, the rent was $375.65 plus $294.00 booking.com. on the 6/7/2024 I went to ********************* on E *************** blvd fille the car up for $17.07, around 6:50 pm. On 6/10/2024 when I saw the charge of $516.88 I called Hertz spoke with a lady, she said I dropped the car off empty of gas I said the car was full of gas, she said she's going to request the return receipt from ********* to call her back on 6/17/2024, when I called back on the 17 I spoke with ****, I told him my name the rental record number, he car was empty, I said I'll partial dispute the charges he said he will report me to collections. I need help collecting the money from Hertz. Thank you ********
Business Response
Date: 06/21/2024
Complaint ID ********

This is in response to ************************;

I truly regret the inconvenience this matter has caused you. Please give me your rental agreement number so I can review this matter.

Thank you for contacting us
Initial Complaint
Date:06/18/2024
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.
On 04/20/2024 I picked up my rental car in ************ ** Confirmation #K8292040748 . The car that was assigned to me was filthy and had a horrible smoke smell, after two days of driving with the windows down with heater on and our clothes and luggage wreaking of smoke could no longer take it. I called Hertz road side assistance and they arranged an exchange for a clean car. They told me to drive to ************************ which was an hour out of my way, I told them I had just filled up with gas, they said no problem there would not be a charge for fuel or exchange of vehicle. They said just make sure we stayed in the same class car, which we did. Upon arrival at the Hertz counter they had never done an exchange before and needed to talk to the manager but the manager could not be found. I waited quite a long time and they finally had me sign and told me there would be no extra charges. After I returned the replacement car I received a bill for $126.59 for the exchange. I called on 4/29/24 and talked to ****** he told me the charges would be reversed in 3-5 business days. On 5/9/24 the charges were still there I called and talked to **** who again told me they would be reversed in 3-5 days. I felt like nothing was being done so called again on 5/10/24 was told to send in email, which I did and the response I got was a email on 5/14/24 with a customer care case # ******** addressing me as Dear Last, and stating it would be resolved in 5-7 days. On 6/3/24 called and asked to speak to a supervisor and was told a supervisor would call me back, it is 6/18/24 and still have not received a supervisor call or refund. I feel with all the inconvenience and time I have wasted I should receive a full refund for the whole rental.
Business Response
Date: 06/21/2024
Complaint ID ********
Rental Agreement Number 121947243

This is in response to **************************;

All our vehicles should be properly cleaned, serviced, and in good mechanical condition before being released for rental. We always want to provide quality vehicles to our customers and certainly appreciate your letting us know of your experience. The feedback you provided us with about our service has painted a clear picture of where we need to improve. Please know the comments you provided have not fallen on deaf ears; we will be utilizing your feedback to make the necessary corrections needed to better serve our customers

I have refunded the fuel charge billed to you of $126.59, so please allow 3-7 business days for funds to post.

Thank you for contacting us
Customer Answer
Date: 07/01/2024

Complaint: 21869455

I am rejecting this response because: Hertz may have refunded a portion ($115.86) of the over charge ($126.59), but I still believe they should have refunded the two days of the car rental. We had to drive around for two days in a filthy car with the windows down and heater on because it wreaked so bad. This does not include all my time and effort to get this matter resolved.

Sincerely,

***************************
Business Response
Date: 07/04/2024
Complaint ID: ********
RR#: 121947243

While we respectfully decline your request for a monetary refund, we have provided ***** points to your Hertz Gold account to use towards a future rental on us.
Customer Answer
Date: 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
Date:06/18/2024
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 rented a car and they guaranteed me a Tesla model Y. When I showed up they told me tough we dont have it and we wont do anything to get a car we guaranteed we would get and have for you. I need my car Hertz guaranteed.
Business Response
Date: 06/26/2024
Complaint ID: ********
RR#: 164542092

Thank you for contacting us. Please accept my sincere apology for any inconvenience experienced due to your reserved vehicle class not being available. A review of our records indicates our location management provided you a $300.00 rental certificate as a gesture of apology, it is our hope you will allow us another opportunity to demonstrate the quality service you expect and deserve.

Customer Answer
Date: 06/27/2024

Complaint: 21869415

I am rejecting this response because:
This $300 does not even come close to how much should have been given. You didnt have my car you guaranteed youd have for me. You gave me a lesser class car and rented it for a far greater value than should have been as it was much cheaper for me to book that car if I wanted it when I booked my trip. I need a phone call to discuss as Hertz Corp isnt understanding the situation.

Sincerely,

***********************
Business Response
Date: 07/02/2024
Complaint ID: ********
RR#: 164542092

An additional review indicates the location also provided an adjustment of $369.00 prior to closing the rental (see attached rental receipt). Again, we apologize for any dissatisfaction with the vehicle received, however no additional compensation is warranted.
Customer Answer
Date: 07/03/2024

Complaint: 21869415

I am rejecting this response because:
They were to have insurance included for free in the vehicle and did not put that on there and at this point that is needed. The refunded amount should have been far greater than that. As they did not put insurance on as they were supposed to I need an extra $500 refunded to cover my deductible on my insurance I am now having to use as they location did not put insurance on as they agreed to. They told me it was covered but not on the rental agreement but that seems to not be the case.

Sincerely,

***********************
Initial Complaint
Date:06/18/2024
Type:Delivery 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 from this location. The car malfunctioned, and was picked up by a towing company. I was told that I would receive a replacement car. After speaking to multiple people and being told multiple different stories I finally went to the location I received the car from I was told I would be refunded once the car was checked in that should be by Thursday and that I would still be responsible for those days. I am paying for a car I did not have as they take forever to check in the car. I am losing the kk ey I paid for the rental plus all of the potential earnings I would have made driving using the vehicle
Business Response
Date: 07/01/2024
Complaint ID: ********
RR#: 162057464

Thank you for contacting us. A review of our records indicate the rental was closed for 06/19/24. On 06/26/24 a refund for two days in the amount of $71.50 was processed to your credit card by our ************* team. Please allow up to 7 days for the refund to post to your account.
Initial Complaint
Date:06/18/2024
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.
On June 10th, 2024, I picked up a rental car from Hertz at approximately 11:30pm and it was the last car they had (they were turning down other customers that made reservations because they ran out of cars). I got in the car and it was not clean and smelled like smoke. I did not complain because it was midnight by the time I left. No one from Hertz walked around the car or verified the condition with me. I rented for 1 day for a business trip under our corporate account. When I returned the car, no one was available to check in the car or discuss the condition (there was a line about 20 customers long at the front desk) and I left the keys with the front desk attendant. They sent me a bill for a $400 cleaning fee stating they found a cigar in the car. I do not smoke and any smoke smell or cigar found was not from me. They could not provide any evidence that there was no cigar or smoke present before I rented with them. Also, the location I rented from will not answer the phone to discuss the matter.
Business Response
Date: 06/18/2024
BBB Complaint 21868822
Rental Record Number: 160274870
This is in response to ***************************
We have issued a refund for the cleaning fee in the amount of $400.
Thank you for contacting us.
Initial Complaint
Date:06/18/2024
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.
I returned this rental car over two weeks ago and keep getting charged extended rental weeks. *** spoke with the office manager where I rented it from multiple times and he keeps saying that he has no phone number to call anyone. All he can do is send an email. *** contacted ***** to submit this as fraud. Ive sent at least 15 emails trying to get this resolved.
Business Response
Date: 06/18/2024
BBB Complaint: 21868639
Rental Record Number: 153140013
This is in response to *************************
We have sent a request to the rental location to close out the contract as soon as possible. I did provide the location with the customer's contact information in case they need to speak with ****** directly.
Thank you for contacting us.
Initial Complaint
Date:06/18/2024
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.
6/8-6/17/24 Estimated charges $821.24 Rental record #********* case # 2Z528744 Started our rental on 6/********************* in **. We requested an EXTRA-LARGE Capacity vehicle. Got a **** Expedition **** was a very nice vehicle. We drove to ******* for vacation. (6/13) the vehicle would not open with remote, nor would it start. We had Batteries Plus door dash us batteries to replace ones in key fob. Did not work, so we called roadside assistance. We were headed to lunch with 5 children as young as 2 and could not go! Roadside assistance said it would be 90 min. the driver call at 89 minutes, said he would be longer, after another 90 minutes he arrived. Not before he complained to my husband that he sure hoped he didn't have to tow it because he didn't have a flat bed, As if that was our problem. He connected the jumper box and the vehicle started. my husband drove it to ****************** to exchange it. Hertz told us it would not be a problem that they had 4 different vehicles available. My husband even stopped and filled the car up with gas, against our better judgement of turning the car off! Luckily it did start back up. we got to Hertz, to find out they DO NOT have any large capacity vehicles... we had no choice but to take a SMALLER vehicle. worker went to move the car we had, and it clicked and wouldn't start. we asked about adjusting price. Hertz said that we would have to take care of it when we dropped off, nothing they could do. We asked operator with roadside assistance, they stated they could not do anything as well. RIDICULOUS!! They just kept putting us off. My husband flew home instead of driving with us because we had NO room!!! UGHH Not to mention the ****** took twice as much gas as the ***** WE GET TO ******** TO DROP OFF AND AGAIN THEY TELL US THEY COULD ONLY GIVE US A CREDIT, BUT NO MONEY OFF. UNACCEPTABLE. EVERY TIME WE CALL, IT HANGS UP ON **. We had gold status but won't rent again, lack of customer service is unacceptable!!
Business Response
Date: 06/24/2024
BBB Complaint: 21868223
Rental Record: 159010036

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

Please accept my deepest apologies on behalf of the Hertz team for any inconvenience or frustration you may have experienced during your rental. After conducting a thorough review of out records and your supporting documentation a partial refund of $211.11 has been issued to your **** x5389 covering the loss of use during the roadside process & receiving a different car class during the rental exchange. We understand that the exchanged vehicle didnt not meet your requirements and have mailed out a rental certificate amounting in $150.00 for the rate difference of the vehicle booked versus the vehicle provided during the exchange process.

We appreciate your President ****** member status and have added ***** points to your account. Apologies are seldom sufficient when customers receive poor service, and we regret any inconvenience. Every effort will be made to serve your future needs in a manner more consistent with your expectations and our standards.

Best Regards.
Initial Complaint
Date:06/18/2024
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.
Dollar Rental Car / Hertz is not refunding per their policy for pre-paid rental reservation (see attached My Dollar Reservation) that was canceled. We are owed a REFUND of our $330.14 - $50 cancelation fee per Dollar Rental Car’s Policy. See Link: ********************************************************************************************************* See Attached document: Paragraph 5 of Program Terms and Conditions on site above: “Changes to a reservation must be done at Dollar.com using the "Modify/Cancel" option. Any changes to the reservation may impact the rental charges. If a prepaid reservation is cancelled more than 24 hours before the pickup time, a $50 cancellation fee will be assessed. If the prepaid reservation is cancelled within 24 hours before the pickup time, a $100 fee will be assessed. If the customer does not cancel the reservation prior to the time of pick-up and the rental vehicle is not picked up on the rental date, the entire prepaid amount will be forfeited.” We made multiple Customer Call Center to Dollar and Hertz and online submission attempts to resolve without success (see attached) Car was reserved per attached. Refund Reference # ******** On 6/17 - Receive email response from online contact us submission indicating NO refund will be processed. (see attached Response Document) We cannot get a hold of anyone at Hertz or Dollar Rental Car to address the problem. Agents answering customer service calls are in a foreign call center that give no confirmed resolutions. We are left no options except to report to BBB in hopes of by Dollar/Hertz.
Business Response
Date: 06/21/2024
BBB Complaint: ********

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

Please accept my deepest apologies on behalf of the Hertz team for any inconvenience. After conducting a thorough review of the situation and the supporting documentation you have provided, I have confirmed the reservation was cancelled. At this time, I have submitted your refund request in the amount of $330.14 to Visa *****. We ask that you allow 3-5 business days for processing.

Best Regards.
Customer Answer
Date: 07/01/2024

Complaint: ********

I am rejecting this response because: A REFUND of $330.14 to our Visa has not been received after 5 business days as per Hertz/Dollar's response on 6/24/2024. This is 4th time we've been promised a refund without any refund being processed. All other companies have been able to process refunds within 1 business day. What recourse do we have against Hertz/Dollar when they admit they owe us the refund and refuse to process a refund? Hertz/Dollar is in clear violation of their own Refund Policy as posted on their website.
Sincerely,

***** *******
Business Response
Date: 07/05/2024
Complaint ID: ********
Res#: ***********

A review of our records indicates the refund of $330.14 cleared our system on 07/03/24. It should post to your credit card within the next 1 - 2 days.
Customer Answer
Date: 07/10/2024

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. Refund issued.

Sincerely,

***** *******
Initial Complaint
Date:06/18/2024
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.
On June 11th, I secured a Hertz rental through my AAA ********* membership #*******************, under reservation #K88739499E0. The daily rate for the car was $36.48 x 3 days = $109.44, taxes and fees $17.75 for a total of $127.19 I went to the Hertz location in ********, **. The Hertz representative said, The fee was going to be an additional $52.88. I asked why and she said, They only had one vehicle on their lot, it was a ****** SUV, and it would be an extra $52.88. I pointed out, That my reservation confirmation showed the car and rates I was quoted and stated that if they did not have the car I reserved, they should give me the ****** at the rate I was quoted. She responded, Do you want the vehicle or not?I basically had no choice but to take the vehicle due to my friend that dropped me off at Hertz had left, and I needed to get to work. This customer service is deplorable, deceptive and not in alignment with Hertzs commitment to best customer service practices.
Business Response
Date: 06/26/2024
Complaint ID: ********
RR#: 160957123

Thank you for contacting us. Please accept my sincere apology for your experience. Please accept our sincere apologies that the vehicle booked was not available. We understand that careful consideration is made when choosing the vehicle, you require, and that is why we have such a wide range of vehicles available in our fleet. While we do state that a vehicle from the class booked will be available, on rare occasions, unforeseen situations arise that result in inventory shortages. This is usually caused by late returns, extended rentals or damaged vehicles. When it does occur, our policy is to provide a vehicle from the next available group at no extra cost. Having reviewed the details of your rental, we are concerned to see that the location did not follow this procedure. Rest assured this has been raised with management at the location to ensure it is addressed with all staff. We have also reviewed our records which indicate our ************* team did process a refund for the upgrade fee plus applicable taxes on 06/25/24. Please allow 7 - 10 days for the refund of $54.57 to post to your credit card.
Initial Complaint
Date:06/18/2024
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.
So they had called me two weeks after my rental and told me it was due back and I told them to do their paperwork. I had it for a month. So then when the car got picked up, nothing was said or anything they just charged my card. I dont smoke cigarettes and they charged me for a smoking fee when I called up there the story was that they found an ash never heard anything back about it. Now here we are 2 1/2 months later now they say that the car smelled like cigarettes and they found ashes all in it but the original story it was just an ash. I dont smoke so how did *** get in there , they want to charge me a cleaning fee, but nobody can prove anything that I smoke because I dont. Ive had to email them multiple times over the last 2 1/2 months and they never have anything other than what they say. I want my money back or Im gonna file a lawsuit on them for fraud.
Business Response
Date: 06/19/2024
BBB Complaint: 21867013
Rental Agreement Number N62648946

This is in response to ***********************************.
I appreciate the opportunity to review your concerns. After further review, the location confirmed & provided documentation supporting the cleaning fee.

Communication was sent on June 17, 2024 via email correspondence informing you that we had already received a response from the location, and they have mentioned that the vehicle was returned with ashes in the front and back seats and had a strong smell of smoke. At this time, we stand behind are initially decision, and respectfully decline your refund request.

Further request to revisit this matter will not be considered. We ask that you respect our decision, as we consider this matter fully addressed.

Best Regards.

Customer Answer
Date: 06/20/2024
yeah, theres no proof how the story has changed. Thats what you guys dont get. Where is the physical evidence? Where is the so-called pictures from that date when I returned the car nobody has all this I dont smoke so how did somebody smoke in it? how about you guys check more into it and see how many times Ive been trying to get a hold of these people. like I said to begin with the lady had an attitude shes the one that added the cleaning fee because its funny there was no smoke odor or ashes anywhere else other than the one as until you guys got called out on it so until you can prove me pictures Im not accepting it. I will definitely be glad to contact my lawyer!
Complaint: 21867013

I am rejecting this response because:

Sincerely,

***********************************
Business Response
Date: 06/23/2024
RE: BBB Complaint # ********
Rental Agreement Number N62648946

This is in response to ***********************************.
I appreciate the opportunity to review your concerns. After further review, the location confirmed & provided documentation supporting the cleaning fee.

Communication was sent on June 17, 2024 via email correspondence informing you that we had already received a response from the location, and they have mentioned that the vehicle was returned with ashes in the front and back seats and had a strong smell of smoke. At this time, we stand behind are initially decision, and respectfully decline your refund request.

Further request to revisit this matter will not be considered. We ask that you respect our decision, as we consider this matter fully addressed.

Best Regards.
Customer Answer
Date: 06/24/2024

Complaint: 21867013

I am rejecting this response because: because for one I dont smoke. Two now all the sudden it was ashes in the front seat and the backseat and it smelled like smoke. Thats all youre saying now when at the beginning before I even contacted you guys nobody could even prove anything. Like I told them from the get-go I wanted pictures and proof, but no one could give them to me. Im not gonna pay for something when you cant prove pictures. How do I? How do I know that the person that picked up the car didnt do it, but it took me here and still nothing.

Sincerely,

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

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Hertz is NOT a BBB Accredited Business.