Complaints

This profile includes complaints for Hertz's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Hertz

  8501 Williams Rd Estero, FL 33928-3325

• 

  Hertz

  PO Box 31166 Tampa, FL 33631-3166

• 

  Hertz

  2905 N 32nd St Fort Smith, AR 72904-4202

• 

  Hertz

  114 International Way Huntsville, AL 35824-0000

• 

  Eagle Automotive

  2223 Memorial Pkwy SW Huntsville, AL 35801-5621

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:

  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 am writing to formally file a complaint against Hertz Car Sales from whom I purchased a 2018 **** EcoSport on April 26, 2024. My experience has been marred by significant mechanical issues and compounded by the dealerships closure shortly after my purchase, a fact that was not disclosed to me during or prior to the sale.I purchased a gray 2018 **** EcoSport (VIN: *****************) from Hertz Car Sales ******* The purchase date was April 26, 2024, and I reported the issues immediately. The vehicle exhibited multiple defects that necessitated immediate attention:Brake Malfunction: Immediate replacement of the rear brakes is required.Air Conditioning Failure: The ** unit intermittently fails to operate correctly.Suspension Noise: A noise from the rear suspension suggests a potential hydraulic or structural problem.Shortly after my purchase, the dealership closed. I was informed of this closure only after the transaction had been completed. The salesman, *********************************, informed me that I would need to seek resolution for these issues at a different dealership, without providing guidance or assistance on how this could be managed. Despite my efforts to address these issues promptly within the stipulated return window of 7 days or *************************************************************************************** with a vehicle that is potentially unsafe and not as described at the point of sale.I am seeking a full resolution of these issues through repairs at no additional cost, facilitated by Hertz Car Sales, or the option to return the vehicle for a full refund or an acceptable exchange. Given the circumstances. I trust that the Better Business Bureau can assist in mediating with Hertz Car Sales to ensure that this matter is resolved swiftly and justly. I have attached copies of all relevant documents, including the sales agreement, vehicle inspection reports, and communications with the dealership.

  Business Response

  Date: 06/21/2024

  Complaint ID: ********

   

  Thank you for contacting us. We have reached out to our Car Sales team regarding this matter. They have advised they will be reaching out to you today 06/21/24.

  Customer Answer

  Date: 06/27/2024

   
  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 rented the car through Travelocity, but on may 16, 2024 , after I reached in the location in the *********************************; i told them that I was here to pick up the car that I reserved for 3 days ( 5/16/24-5/19/24) After they started the paperwork, i realized that I didnt have my drivers license with me then they said they wouldnt be able to release the car because I wasnt able to show them my drivers license. On that same day, I called Travelocity and canceled the reservation which they did and refunded my money ($133) . So hertz was holding $200 on my credit card when I pre checked on the 5/15 the day before I traveled. And I was surprised to see they had charged me an extra $86.12 for a car I couldnt take out.I did file a claim with **** of America as well.

  Business Response

  Date: 06/21/2024

  Complaint ID: ********

  RR#: 146249250

   

  Thank you for contacting us. Please accept our sincere apology for the billing error. We have reviewed this matter with our ************************* team. They have advised the rental was opened, however it should have been voided since you did not qualify to rent, however it was posted and closed instead, which resulted in a charge being applied. I have issued a refund of $286.12 to your credit card. Please allow up to 7 days for the refund to post to your account. 

  Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.

• 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 came in today June 17, 2024 around 10:30 AM to rent a car since my vehicle was in the shop I had rented here last year previously with no issues problem I had was I dont have a traditional bank account only a prepaid debit card so I had my mother use her credit card to help me book the vehicle and was told she had to be on the policy, good thing I was able to add her to my policy but last time that wasnt the case and my mother even asked the manager where does this state that in the policy and she didnt have a policy in writing that is weird for a business not to have any of their policies available

  Business Response

  Date: 06/20/2024

  BBB Case 21862078 

  This is a response to *****************************************;
  
  We apologize for any confusion caused regarding our Authorization Hold requirements at the time of rental. All customers are required to show a valid drivers license and credit card at the time of **********************. In addition, an authorization hold of the approximate total charges plus up to $500.00 will be held on the charge card at the time of rental. This information is displayed on our website as well as during the booking process and ultimately must be accepted in the Rental Terms & Conditions before the reservation can be confirmed. 
  
  Thank you for contacting us. 

• Initial Complaint

  Date:06/18/2024

  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.

  Rental Pick up 05/02/24 Returned 05/06/24 Apon Returning the vehicle on 5/6/24, the attendant informed me that there was a small chip in the windshield:1. it was a very small chip, I could not see it, i did not hear anything hit the windshield, nor would i have ever noticed it if it was already there when I picked up the vehicle. 2. $509.46 is an outrageous amount the charge for a windshield ding.3. my credit card was charged, without authorization, and additional $509.46 4. when he originally showed me the car he mentioned that the scratches and dings i found ******* my original inspection would be considered normal wear-and-tear. Why wouldn't a ding in the windshield be considered he same???5. Since I can't prove that the ding happened while I was driving the vehicle, charge me the actual cost of repair and provide an invoice for said repairs and cost.6. I have insurance!! They never asked for my insurance information.

  Business Response

  Date: 06/20/2024

  BBB Case 21862645 
  RR No: 128361995 
  
  This is a response to **************************;
  
  Please be advised that you are responsible for the condition of the vehicle for the duration of the rental period. As the vehicle was returned with damage you were billed for the repairs and fees. While I regret this is not the desired outcome, the charge is correct and no adjustment is warranted. 
  
  Thank you for contacting us. 

  Customer Answer

  Date: 06/20/2024

   
  Complaint: 21862645
  
  I am rejecting this response because:
  1.  Usual wear and tear occurred to the vehicle

  2.  I did not receive an invoice for damage repair (actual cost?)

  3.  The damage should have been covered by insurance, but they never received and waited for Hertz to file a claim  

   

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/25/2024

  RE: BBB Complaint # ********
  RR# 128361995
  
  Dear Mr. ******, 
  
  Thank you for reaching out to us regarding your concerns over the windshield repair. We offer a variety of optional coverage to our customers which will protect them for additional charge for lost keys, towing, even damages to the rental. Per the Terms and Conditions of your rental contracts it states if the renter declines our coverages the renter accepts responsible for any damage or loss to the vehicle. This is including but not limited to the loss of the rental keys, cracked windshields, scratched, or any additional hardware/damages on the vehicle. I have reviewed your signed rental agreement, and additional coverage for the rental vehicle was not accepted. According to our rental terms and conditions, you are responsible for any and all loss of or damage to the car resulting from any cause regardless of fault. I have also included the signed damage report. Adjustment credits are based on information which, in this case, does not support an adjustment to the additional charges billed. In accordance to the Signed Rental Agreement the charges are valid, and no adjustment is warranted. Thank you for allowing me to clarify this matter. 

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21862645
  
  I am rejecting this response because:

  you have not answered my common sense request and are price gouging. 
  You have not provided an invoice for repairs, or an accurate cost for repairs and, you have not submitted a claim to my insurance company. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/17/2024

  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 fleet vehicle through hertz to drive for lyft. The second car I got from them did not run. I need up having it towed. Now hertz refuses to confirm that they have received the vecheil and will not provide me with another car but are still charging me. The mangers name at the Ina ******** is *****

  Business Response

  Date: 06/19/2024

  BBB Case 21863508 
  
  This is a response to ************************;
  
  Unfortunately, there were no specific details included in your query and I am unable to locate your rental by name alone. I have also been unable to locate a reservation confirmation by using your provided email address or phone number. I would like to make a meaningful investigation into this matter but will need more information to do so.? Please provide me with your 9-digit Hertz Rental Record number or your 11-digit Hertz reservation ID number beginning with the letter K.? Once received, I will be able to further review your concerns. 
  
  Thank you for contacting us. 

  Customer Answer

  Date: 06/20/2024

  I've attached multiple pictures. 2 of which are received from Hertz, the first one was for the original vehicle, the 2021, ********** Outlander that I had a problem with and the second receipt was when they rerouted to refund me my money and only charged me for a day, so there's 2 receipts, 1 for over. $3000 and 1 for 5525 and then I sent you a screenshot of my lyft app what? They're currently charging me now for this week.

  Business Response

  Date: 07/05/2024

  BBB Complaint: 21863473
  Rental Record: 118765684
  
  This is in response to *********************.
  
  Thank you for reaching out to and allowing us to address your concerns. 
  
  We were able to reach you via phone and confirm that you have been refunded by Hertz. Any ongoing issues will be handled directly with Lyft.
  
  Best Regards.

• Initial Complaint

  Date:06/17/2024

  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.

  Historically, I rented cars routinely from Hertz for 3 years as a travelling operations consultant earning over $5000 worth of loyalty points. In order to retain these points, Hertz policy says you need to have at least 1 rental car activity in the past 12 months. I stopped working as an operations consultant about 2 years ago, and no longer rent from them as often. As a result, I only had 1 rental car activity in the past 12 months from a trip in which I rented a car from Hertz in ****, ******. Two things happened during this rental:1) I was scammed and forced to pay for extra insurance at the desk (~$1000) or I would not be rented the car. They also did not rent me the *** I paid for but rather a small sedan despite not changing the price of the rental at all. It is also worth noting that I have a verbal confirmation from a Hertz customer representative over the phone PRIOR to renting the car that clearly states I will be refunded for the mandatory insurance after the trip and acknowledging the scam.2) They did not count this as points activity since it was a "franchise" location. When I realized I didn't get points for the trip a few months later, I called back only to find out that not only did they not award points for that trip but they also removed all of my historic points for not having sufficient activity. Upon calling customer service retroactively, they claimed they had no control over franchise operations and could not refund me the extra insurance money. They also said that there was nothing they could do about re-instating the lost points. As a consumer, I feel these are two terrible malpractices by a large corporation operating in ************* and I am powerless to do much about it. I'm hoping your organization can help bring some accountability to Hertz to dissuade poor customer service and prevent fraud in the future.I'm happy to provide further proof if required (audio recording, rental records, etc).

  Business Response

  Date: 06/24/2024

  BBB Case 21863115
  
  
  This is in response to ***************************, 
  
  
  Regrettably, we can't reconstruct any verbal conversation that took place at the location. The charges are considered to be valid. Points do not expire if you have Hertz Gold Plus rental activity in the prior ***************************************************************** redeemed on a rental. Gold Plus Rewards points may only be earned or redeemed on a completed qualifying rental. We are unable to reinstate expired points. 
  
  
  Thank you for contacting us. 

• Initial Complaint

  Date:06/17/2024

  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 am Uber driver and rent car through hertz because its an Uber rental. there is no deposit hold. You only pay the weekly rental. These people are holding $363 of mine and refusing to release it claiming its a deposit hold. When actually what happened was there was a glitch in their system and they had to do a manual contact and in doing so it didnt register as an Uber rental and they are claiming it to a deposit hold and refuse to release it. They claim to have an approval number for the release but refuse to release it I have called the local office corporate had them on the phone with the supervisor at my bank as well and still nothing resolved. They keep changing the dates on the hold because I rent every week but they should only be having one payment weekly on hold there are two on hold in my account 363 and 402 only the 402 is a valid charge. Please help this is an ongoing circle with no outlet my bank wont release without a fax containing my card number and the rental information and hertz refuses to fax what my bank needs to release the funds they claim they dont do faxes or emails ************** Associate number 3943 for hertz even said he doesnt care if they lose me as a customer to just close the contract and bring the car back.

  Business Response

  Date: 06/19/2024

  RE: BBB Complaint # ********
  
  Dear Mr. ********************* am happy to look into your concerns regarding your deposit. Upon the return of the car, a charge for the total due amount is sent to your credit card company. The time it takes for the hold to be released can vary depending on the credit card company, and there might be a delay from when the charges are received to when the hold is lifted. The duration of this process is not controlled by Hertz. As the card issuer is in charge of releasing authorization holds/funds back to their customers' accounts, you would need to reach out to them directly for further help. Please let me know if there is anything else I can help you with today! 

• Initial Complaint

  Date:06/17/2024

  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.

  Not being able to get in contact with a supervisor at any time and have not gotten a call back AT ALL! I spoke with a representative by the name of ***** her ******** #**** and she was extremely rude and said that she couldnt get me in contact with a manager that she would put a request in and have them call me back. And Ive had no return call or response. Then today I have spoke with angel ******** # **** who has helped more then anyone, 3 and a half weeks later ! And she says she pushed through the request for management to get in touch with me.. this is all about a key not being returned and Im being charged $253 dollars for a key that was returned to the front desk of the establishment and can be retrieved on camera of the airports with a witness and description of the person it was given too. This incident happened on 5/17/24 around 11:00 AM. This is my last resort because I cant find a possible way of getting in contact with anyone able to help even after waiting on hold for at least 13 hours in the last 3 weeks !

  Business Response

  Date: 06/18/2024

  BBB Complaint: 21823643
  Rental Agreement Number 144528156
  
  This is in response to ***********************.
  
  We appreciate you reaching out and allowing us to assist with your concern regarding the missing key. I sincerely apologize on behalf of Hertz for the delay in the resolution of your issue. After a completely review I our records indicate this issue was resolved and refund of $250 was issued on June 13, 2024 to **** x4046.
  
  Attached to this correspondence is a copy of your final invoice for your records.
  
  Best Regards.
  

• Initial Complaint

  Date:06/17/2024

  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 rented a 12-passenger van on 04/20/2024 to be picked up in *************, ***** on 05/24/2024. I then modified the reservation on 04/21/2024 to extend the time. Hertz charged my CC immediately.?I received a phone call on 05/22/2024 notifying me, that the vehicle was not available and had not been available in the area for quite some time. I called Hertz in an effort to locate a vehicle somewhere close, none were available. I requested a return phone call from a supervisor, was told one would contact me the next day. Guess what here it is 06/17/2024 and no phone call. ?I finally had to contact a competitor to find a vehicle, but none were available with such short notice. I ended up having to rent an Expedition at an increase of $600.00, fortunately it had a receiver hitch, so I could use a cargo rack for luggage.?Hertz has not been enthusiastic about resolving this issue.? I also sent an email and was told I would be contacted in 3-5 business days; it has been 8 business days and no contact.?I contacted Hertz again today (6/17/2024) and I requested a credit to my cc, but not received it yet. I asked to speak to a supervisor, and he suggested I file a complaint. I would like for Hertz to reimburse me for the additional $600.00 I had to pay for a vehicle.

  Business Response

  Date: 06/19/2024

  RE: BBB Complaint # ********
  
  Dear ********************,
  Thank you for reaching out to us today regarding your complaint. I am sorry to hear we were unable to honor your reservation for your van. I can confirm that a refund for your prepayment, $4.27, has been processed. Please keep in mind a reservation is not a contractual agreement. Additionally, our Terms & Conditions state that we sometimes cannot guarantee vehicle availability due to unforeseen occurrences. Considering this information, we must respectfully decline your request for additional compensation from Hertz. I can certainly understand this is not the outcome anticipated; however, we ask that you understand our position. Thank you for allowing me to clarify this matter. Have a great day!

  Customer Answer

  Date: 06/21/2024

   
  Complaint: 21861041
  
  I am rejecting this response because:

  The total amount should be $1068.70, the $4.?? was for an add on.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 07/01/2024

  Complaint ID: ********

  Res#: K8340206995

   

  We sincerely apologize for any inconvenience caused. A review of our records indicates a refund of $1.064.43 for the remaining prepaid amount was processed on 06/21/24. It can take up to 7 business days for the refund to post to your account. 

  Please provide a copy of the final receipt for the alternate transportation so that we may review for possible reimbursement of the difference in the rate. 

• Initial Complaint

  Date:06/17/2024

  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.

  Care case: ******** Rental Agreement - ********* Reservation ID - *********** Car picked up at 4:37pm 6/7/24 **************************Undisclosed charge on my invoice. I have been charged for toll fees, which cannot be because we paid all our tolls It has come to my attention at some point during check in the toll pre-charge was added to our booking without disclosure of the cost or explanation.To give further context, our experience at the ************************* (6/7/2024) check in was sub-par. The ladies behind the counter were cursing using the word F*** and complaining about their jobs. When I was spoken to it was not clear what she was saying at all. No charges or taxes were explained nor was I given any paperwork explaining any of it at time of collection. I was told to sign a screen and go to my car, not further explanation. I am guessing this toll charge was added in miscommunication by the service agent and the distractions caused by her coworker in their conversation. After explaining all of this to the care team, they refused refund for the undisclosed charges and said I signed for them so theres no refund to be had!

  Business Response

  Date: 06/19/2024

  RE: BBB Complaint # ********
  
  Dear **********************,

  I appreciate you following up with us regarding this matter for further action and review. I am sorry to hear of the attitude of our representative, who failed to handle this matter with the professionalism required by Hertz. I have reviewed your signed rental agreement and on page 1, you did agree and accept to the toll fees as charged. As a gesture of goodwill, I have refunded half of the toll fees, totaling $23.13. Please allow 5-7 business days for the funds to appear in your account. You may view an updated receipt in 3 business days. I appreciate you allowing us another chance to come to a mutual resolution. Have a great day!

  Customer Answer

  Date: 06/19/2024

   
  Complaint: 21860804
  
  I am rejecting this response because: the business is attempting to compromise and not take entire responsibility for actions of their employee that has resulted in me paying additional unauthorised fees. Despite the signed agreement, this agreement was NOT presented to me at the time of signing nor were the toll fees communicated. I am demanding a full refund of the toll fees, not partial. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 06/23/2024

  RE: BBB Complaint # ********
  RR # 158503063
  
  Dear **********************,
  

  Thank you so much for reaching back out to us about your complaint. I understand your frustration over your recent rental bill. I have reviewed and attached your signed rental agreement. On page 1, you agreed and accepted the Toll Charges of $14.99/ day. As we were not present for the conversation between you and our representative, we must rely on the documentation available. With respect, the signed rental contract is a legally binding document. It is the customers responsibility to review the terms of this documentation before departing the rental facility to ensure the terms of the contract are correct. In accordance with the Signed Rental Agreement, the charges are valid, and no adjustment is warranted.
  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. Please have a good weekend!