Business Profile

Auto Rentals and Leasing

Hertz

This business is NOT BBB Accredited.

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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

7,226 total complaints in the last 3 years.
2,284 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:06/09/2024
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 3/19/24, I reserved a Tesla car (Confirmation #K8022721697) after viewing AAA Hertz promotionals (website snapshots attached). Hertz emailed me several times regarding my upcoming Tesla Rental. (attached).On pick-up day 5/25/24, a Tesla was unavailable and Hertz staff told me they dont rent e-cars at all anymore. I selected an economy-level car, rented it without incident (Rental Record #********* attached).On 5/29/24, via Hertz.com Support, I requested a refund of the difference in car rate. The ****** Sentra was listed as $35/day on that date (attached), but I paid for a Tesla.On 6/4/24, Hertz responded (attached).--Their response failed to explain why they had provided e-vehicle rental promotionals, allowed me to reserve an e-vehicle, and sent multiple emails about my upcoming Tesla rental rather than disclosing that they knew that they would not be providing the car that I'd reserved and paid for. --Their response failed to acknowledge that had they disclosed this information, I would have had a chance to cancel my Tesla reservation for a full refund, and reserve and pay for a different car that would be available.--Finally, and most significantly, their response failed to acknowledge my request for a partial refund.I am requesting this partial refund. I am also requesting a refund for the additional unexplained charge of $6.34 after I returned the car with a full fuel tank (attached).
Business Response
Date: 06/12/2024
Complaint ID: ********
RR#: 151698993

Please accept my sincere apology that we were unable to provide you the reserved class. We sincerely apologize for any inconvenience or dissatisfaction. Due to the vehicle downgrade, I have issued a refund for 50% of your prepaid amount. The refund is $129.83, please allow up to 10 days for the refund to post to your account.
In regards to the charge of $6.34 please be advised this is for a tax that was not included in your prepaid charge.
Customer Answer
Date: 06/12/2024

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:06/09/2024
Type:Sales and Advertising 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 recently rented a vehicle from Hertz LAX and had a number of issues that have yet to be resolved via the channels provided to me. Upon arriving to the rental facility, my name was not on the board, so I popped in to the office where I was told they did not have any EV's, but also that they did not have a reservation for me. When I told them my reservation number, they found the rental, but that they still didn't have any EV's, and to just grab a vehicle from the President's ****** lot. When I asked about a rate adjustment due to the downgrade in vehicle, I was told to contact a toll free number, which when I called after returning my rental, I was just given the regular Hertz Contact Us form online.When looking closer at my rental receipt and emails, more alarmingly, this was rented to me using a reservation that I canceled (cancelation confirmation attached). I've also attached the reservation I had open prior to arriving at the facility, which you'll note will show a lower rate. This was not done with my consent, nor was I notified, nor could I see when I left the facility, because the rental agreement is printed and handed to me as I drive off the lot.The canceled reservation (which was used), was K86936509E9, and the active one when I arrived (and not used), was K87229590E5.While I fully understand sometimes the vehicle reserved may not be available, there are a few unresolved issues.I have yet to see a credit for the downgrade in vehicle.My rental was given to me at a higher rate, on a different reservation number, than the open reservation I had when arriving at the rental facility.Please credit me the difference in price between the lower tier car I received and the electric vehicle I paid for. If I recall correctly, a vehicle that would have given me access to the President's ****** lot which I was given access to was around $182 after taxes and fees.
Business Response
Date: 06/12/2024
Complaint ID: ********
Res#: 154910630

Thank you for contacting us. I apologize the cancelled reservation was applied to your rental in error and for any inconvenience when your reserved vehicle class was not available for you. I have corrected your daily rate to $53.55 per day and also provided a 40% discount due to the reserved class not being available. The refund is $108.11 and will post to your account within 7 business days.
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.
Customer Answer
Date: 06/12/2024

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:06/09/2024
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.
Purchased a rental car on 5/9/24 through Expedia, paid $238.57. The rental vehicle damage coverage and emergency assistance was included in my purchase through Expedia. I picked up my rental car on 5/20 from the ****************************, my flight had been delayed nearly 12 hours. They went through the agreement and since I purchased everything online, I provided my credit card for incidentals or fuel charges if I didn't fill the tank upon return (or so that's what they claimed). The receptionist with Hertz made it seem everything was good to go and your basic pickup. I came to realize they tacked on rental vehicle damage cover and emergency assistance again, as well as a pre-paid full tank of gas, charging me an additional $208.43. I refuse to pay for double coverage and I'm not paying $60 for a tank of gas when I returned the car with a full tank of gas. Hertz's unethical business practices are not acceptable. I want a refund for the $208.43.
Business Response
Date: 06/20/2024
Complaint ID: ********
RR#: 148329436

Thank you for contacting us. Please accept my sincere apology for any the billing dispute. As we are unable to verify a verbal conversation, we rely on the signed rental agreement to verify your acceptance and understanding of your charges. While the charges were accepted, in the interest of customer service I have issued a refund in the amount of $208.43 to your credit card. Please allow up to 7 business days for the refund to post to your account.
Initial Complaint
Date:06/08/2024
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.
There are two issues with overcharges from Hertz.Issue 1: Jun 7, 2024.I had a reservation for a Hertz rental through Kayak for $93.50. (attachment Kayak_Rental_forHertz.pdf)I showed this to the attendant and showed him the same reservation on Hertz.com, but he would not honor it. He said the price is ******, "Take it or leave it". He knew I was doing a 1-way drive from **** ** to ********, and he knew there was nothing I could do but accept. I had nowhere else to go. Invoice is Hertz1.pdf Issue 2: June 8, 2024 I was charged a $150 cleaning fee. I was told the vehicle was "extremely dirty" and there were pet hairs inside. I did an after hours drop off, but you can still see in the pictures, the vehicle is so clean, it still shines and reflects, even thought it's night time. The interior was so clean, I didn't even take pictures. Any dirt or hair was there when I picked it up. I drove directly from the car rental site in **** to ********, only stopping for gas and bathroom breaks. There's no way, the interior was dirty (from me). I didn't bring anything into the car other than water and Diet Coke, and nothing was spilled.I am asking Hertz to honor the original reservation ($93.50) and refund the difference back to my credit card (i.e. issue a refund of $223.41)*****************************
Business Response
Date: 06/15/2024
RE: Complaint # ********
Dear Mrs. *********,
I appreciate your patience while I investigated your concerns. I have contacted the location and they have confirmed that there was fine pet hair all over the cloth interior of the vehicle. This pet hair required more than the usual amount of detailing, which is why you were charged a cleaning fee. I appreciate you reaching out to us to further investigation of this issue. Have a great week!
Customer Answer
Date: 06/17/2024

Complaint: 21822853

I am rejecting this response because:
First:
The issue of being overcharged was not addressed. <br>
I had a reservation for a Hertz rental through Kayak for $93.50. <br>
(attachment Kayak_Rental_forHertz.pdf) I showed this to the attendant and showed him the same reservation on Hertz.com, but he would not honorit. He said the price is ******, "Take it or leave it". <br>

Second:
<br> I did not have a pet in the car. End of story. I do not accept being charged $150 for nothing

Sincerely,

*****************************
Business Response
Date: 06/19/2024
RE: BBB Complaint # ********

Dear *****************************,
I appreciate you reaching back out to us regarding your rate and cleaning fee. I apologize for missing the information for the rate change the first time. I have adjusted your rate to match $68.14 a day. As a gesture of goodwill, I have removed the pet cleaning fee as well. Your total refund comes to $232.80. Please allow 5-7 business days for the fund to be received back into your account. You may view an updated receipt on our website in 3 business days. I appreciate your patience while we worked through your complaint and appreciate you being a loyal Hertz customer. Please reach out if there is anything else we can do for you. Have a great day!
Customer Answer
Date: 06/20/2024

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:06/08/2024
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 currently renting a vehicle from buana park Hertz. Through out my rental I noticed strange things and began to notice my belongings disappear and things rearranged when i get back to the car. I then realized that I dud not have the master key and on 2 different nights I could not start the car. After 2 keys fobs went missing and so many of my personal belongings I decided to check out the car. I noticed that it had been modified and you could access the car. Hertz decided to rent Me a car that some 3rd party used to spy and steal from me. In two of my cars the housing on the back latch was missing and could not lock. My life is going to get a whole lot worse fir writing this complaint but they have taken everything I have and I just can't take it anymore. I have photos to prove the modifications I also made a report after the first vehicle was returned of the "broken" latch and my belongings being stolen. I can't believe Hertz would allow their customers to have their rights taken away by this 3rd party and help them do it. I do not want to get a lawyer and *** and make this loud because I don't want to find out how much they want this quiet. I do however want a full refund and money to replace the stolen property.
Business Response
Date: 06/12/2024
Complaint ID: ********
RR#: 152774090

Thank you for contacting us. We have reviewed this matter and must advise Hertz doesn't have duplicate key fobs for vehicles. We also reached out to the local management for their feedback. They have advised on Friday 5/31/24 you came into the location for a rental extension. You went to the ********** location on Friday 6/7/24, spoke with ***** asking for a full refund as you stated that Hertz was following you, and we did not give him the master key to the car. ***** apologized to you for the uneasiness he felt throughout his rental and explained that all customers are given the correct keys for the vehicle. He also explained that we would not be able to give him a full refund as he had been in the car for a total of 10days, but that he could return the car if he did not feel comfortable or safe. You decided to keep the rental longer. We respectfully decline your request for a refund.
Initial Complaint
Date:06/08/2024
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 car in March 2024 - My rental record number is *********. The first case number was ********** (when the issue occurred) the case number that I filed is ******** (after I had no response from Hertz) I rented a car for a 9-day trip that I had from the *********************** location. We arrived late at night, signed for our car, and drove to our destination. The next evening when we were getting back in the car for the first time we were horrified to see that the car was infested with roaches! And looking at the car while there was still daylight, it was apparent that the car had NOT been cleaned. The roaches were running all around the car as soon as we opened the doors. I attempted to call the Hertz location that I had rented the car from, but every time I dialed their extension the call dropped ( It still drops to this day - I have been calling regularly) I ended up contacting the emergency line and speaking to a representative. I was appalled that I had put my 4-month-old son in the back seat of this car! The representative that I spoke to said that there was nothing that she was able to do at that time ( that all locations were closed, but that I could call back the next morning to take care of the issue. I called - no other cars were available at any of the locations near me. The car was returned to the location by AAA. I Asked for a refund for my rental after seeing I was charged for the FULL 9 DAYS of $428.95 on my credit card. It took 2 months for me to even hear back from someone at Hertz, and I still did not receive a refund even with the documentation that I have relating to this rental. I attempted to go through all proper channels before reporting this to the BBB, but have not been able to speak to someone who can assist. I have never seen a business with such poor customer service.
Business Response
Date: 06/12/2024
Complaint ID: ********
RR#: 105412403

Please accept my sincere apology for your experience. The condition of the vehicle you received is a concern to us, and I apologize for the inconvenience you experienced. We always want to provide quality vehicles to our customers, therefore it is disappointing to learn of your experience. I have issued a rental for the full charge of $428.95 to your credit card. Please allow up to 7 business 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:06/08/2024
Type:Order 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.
Made a reservation at hertz, I was denied because they refused to take my credit card, I left and never continued with hertz, and I was still charged an amount of $50.63 there is absolutely no reason for me to be charged and I never consented to a charge, please refund me asap, this is completely unacceptable
Business Response
Date: 06/12/2024
BBB Complaint # 21821231
This is in response to *************************.

Can you please confirm your reservation number for this rental?

Thank you for contacting us.
Customer Answer
Date: 06/12/2024
I do not have any rental information because I never finish any type of transaction with them, I showed up for my reservation and they denied my credit card stating they dont accept my bank, so I left, no transaction or services provided whatsoever, and a day or 2 later Im being charged $50.63
Customer Answer
Date: 06/12/2024

Complaint: 21821231

I am rejecting this response because:

I do not have any rental information because I never finish any type of transaction with them, I showed up for my reservation and they denied my credit card stating they dont accept my bank, so I left, no transaction or services provided whatsoever, and a day or 2 later Im being charged $50.63
Business Response
Date: 06/14/2024
Complaint ID: ********
Res#: K8790278135

I apologize for any misunderstanding regarding the charge of $50.63. I have researched our records and determined the reservation wasn't actually cancelled which resulted in a "no-show" fee. I have issued a refund of $50.63 to your credit card. Please allow up to 7 business days for the refund to post to your account.
Customer Answer
Date: 06/14/2024

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:06/08/2024
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 car from 5/18-5/25. I paid $368.46 in FULL beforehand, including tax and fees. I opted out of the fuel option. Now I am being charged an extra $198.34 for fuel and tax/fees. I returned the car with a full tank of gas (see attached photos). I want a full refund of the $198.34. It has been 2 weeks now with no resolution. Rental Record # *********
Business Response
Date: 06/12/2024
Complaint ID: ********
RR#: *********

Thank you for contacting us. Please accept my apology for the billing error related to the fuel charge. A review of our records indicates our Customer Care team issued the refund of $198.34 on 06/09/24. Please allow up to 7 days for the refund to post to your account.
Initial Complaint
Date:06/08/2024
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 vehicle from Hertz at the ****************** location. I received the receipt as the lady refused to provide one upon dropping off the vehicle. I receive a charge of $500 for an "outside cleaning". I submitted an inquiry questioning the charge online. I never received a response. I called numerous times to their location and it goes to a voicemail box each call.I called corporate on 6/8/24. I was told the car had a smell of smoke and that was the reason for the charge. I do not and have never smoked. The vehicle upon pickup was not the cleanest or best smelling vehicle I have rented or driven. It was only for a week, local for work and I accepted it rather than wait in line to argue for a different vehicle. I rented a vehicle from the same location in February 2024 with no problems. I do not nor have I ever been a smoker. To say the vehicle smelled of smoke after I returned it is ridiculous. I would like the charge removed. The pollen level was rated as high the entire week so the outside of the vehicle collected pollen as all others in the area did (my original thought when I seen the outside wash charge). The agent refused to remove the charge stating "there is nothing I can do". I asked to speak with a supervisor. As per usual there is never a supervisor available. I do plan to file a complaint with the attorney general and have the charge removed from my card if they refuse to refund the $500. I have never received any additional charge for rental cars which I use numerous times per year when traveling for work. I can provide medical documentation that I'm not a smoker and have never been one. I would like the $500 returned prior to having the card issuer refund it, filing a complaint with the attorney general or spending money for my attorney to argue it (regardless if it costs more than $500). It is for the principle of the matter.
Business Response
Date: 06/12/2024
Complaint # 21821047
Rental Record # 155046916
This is in response to *****************************.

I appreciate the opportunity to review your concerns. You were charged a cleaning fee for smoking in the amount of $500.00. The location did note a strong smoke smell and ash residue inside the vehicle. Hertz is committed to providing a safe and clean fleet for our customers and employees. In order to better deliver on this commitment, all Hertz vehicles are non-smoking. As a one-time courtesy, I have refunded the cleaning fee back to your card ending in 1134 and you should receive a credit back within 5-7 business days.

Thank you for contacting us.
Initial Complaint
Date:06/07/2024
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.
This concerns rental RR H33658881 for a ********* at the ********************************************************** in ********** **. We picked up the car on May 17, 2024 after 4:00pm and we returned it the very same day less than an hour later, before 5:00pm. The reason we returned it was one of the tires was showing 20psi on the dashboard. We returned it to the same location and let the representative know the tire pressure was low. She told us to take it to a tire shop to get it aired up. That was very unprofessional; the customer should not have to do that; that shouldve been checked and resolved before letting us drive away. So we decided not to continue with the rental or this company. The representative appeared to be annoyed that we decided not to continue with the rental and she would not give us a closing ticketshe reluctantly said shell send us an email showing we returned the same day. We have never received that email. And now we have been charged $93.68 to our credit card on 5/20/24. After leaving Hertz, we contacted State Farm and informed them of what happenedthe reason for the rental was due to an accident. We should not be charged at all and we would like Hertz to refund us the $93.68. We have tried calling that location several times and cannot get through to talk to anyone. I have also emailed the national office and it hasnt been resolved. They said our reservation should begin with a J or K and I dont see that anywhere on the initial ticket.
Business Response
Date: 06/12/2024
Complaint # 21819243
Rental Record # H33658881
This is in response to ***************************.

The net due for rental # H33658881 is $93.68. You were charged for 3 rental days at a daily rate of $24.24, totaling $72.72. Additional taxes and fees brings the total to $93.68. A copy of your final invoice has been sent to ***********************. Thank you for understanding and we apologize for the inconvenience.

Thank you for contacting us.

Customer Answer
Date: 06/12/2024

Complaint: 21819243

I am rejecting this response because:
We did not have the rental car for 3 days. We picked it up on May 17 around 4:15pm and we returned the rental on May 17 around 5:10pm. We had it less than one hour. They were still open when we returned it and my husband handed the key back to the representative that provided the car. The representative failed to give us any paperwork indicating we had returned it. She said she would email it to us and never did. Again, they were still open and she had time. She was not happy with us for returning it and I believe there were ill intentions for not giving us paperwork. We returned the car the same day because the tire pressure was low and it was indicated on the big dash screen (showed 20psi) and also physically looked low. Upon returning it the same representative said for us to take the car to a tire store and have them air it up. We were not satisfied and felt it was handled unprofessionally for us to do that. It should have been checked and resolved before giving us the key. I am very unsatisfied with the rental location. And in addition, we received a bill today saying to pay even though our card was already charged (incorrectly). We request a refund. We also called our insurance company after the return and explained this and they closed out the rental with Hertz.

Sincerely,

***************************
Business Response
Date: 06/25/2024
BBB Case 21819243
RR No: H33658881

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

Upon my investigation, I have removed the 2 unused days from your rental to issue a refund of $61.86 to the card on file. Please allow up to 7 business days for the funds to post to your account.

Thank you for contacting us.
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,

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

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Hertz is NOT a BBB Accredited Business.