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

7,226 total complaints in the last 3 years.
2,279 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:06/07/2024
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 Hertz in *****, ******. The screen of the car didn't function well, so I requested a partial refund for $70 for this issue. But the company refused to issue the refund.
Business Response
Date: 06/14/2024
BBB Case 21818903
RA 088431882

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

Thank you for your previous emails concerning this request. Your request for a refund has been thoroughly reviewed. Although, I understand this is not the outcome you were anticipating; we respectfully decline your request for a refund.

Thank you for contacting us.

Customer Answer
Date: 06/14/2024

Complaint: 21818903

I am rejecting this response because:
The car clearly was broken during our renting, and it can be a serious safety issue. This complaint will also be reported to consumer protection department and credit card company.

Sincerely,

***********************
Business Response
Date: 06/19/2024
BBB Case 21818903
RR No: 088431882

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

While I understand this is not the response you were anticipating, I want to assure you this matter was treated with the utmost importance and our decision is based on the exhaustive review carried out. Please be advised that you are responsible for the vehicle and its condition for the entire duration of the rental. We have confirmed upon our investigation that the damage was not pre-existing prior to your rental.

Thank you for contacting us.
Customer Answer
Date: 06/20/2024

Complaint: 21818903

I am rejecting this response because:

Sincerely,

***********************
Initial Complaint
Date:06/07/2024
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 27, 2023 I rented a car for government travel from Hertz at the ******************* (Rental Agreement Number *********). I did a standard walk around of the vehicle, but did not look underneath the car because I've never seen anyone do that and didn't think to. Upon getting to my hotel, I was flagged down by a fellow driving letting me know that the engine cover underneath the car was practically falling off. I contacted Hertz right away and they got the vehicle towed from the hotel and gave me a replacement car. A while later, I was sent a letter in the mail telling me I owed $454.25 because of the damages even though I didn't even damage the car, it was given to me like that. I notified them of this and that also it was a government rental anyways, so should be covered by GARS insurance. Now, almost a year later from the original incident, I receive a letter in the mail that it has gone to a debt collector. As far as I know and what information they can now provide me today, there was never a claim filed on that day, either. I've tried contacting the original ******************* Hertz, their claims department, their executive customer service department, and no one is able to help me resolve this problem internally through Hertz or tell me who can help. Hertz doesn't even keep rental records over 6 months, so I am curious how they are even following through on this process yet no one has any information that can help me. I want this debt cleared from my name since I did nothing wrong.
Business Response
Date: 06/19/2024
Complaint ID: ********
RR#: 401808105

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. Please also note the balance was never reported to the credit bureau, therefore it had no bearing on your credit. I apologize for any misunderstanding and thank you for bringing this to our attention.
Initial Complaint
Date:06/07/2024
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.
Ive been renting a vehicle From Hertz through the Uber Driver Marketplace for more than 2 months without a problem-until yesterday. I had to change my rental car, and thought everything was fine-this was on Wednesday, June 5th. Yesterday, I tried to log into the app to work, and my new car info was NOT SUBMITTED-and therefore I was not able to use the car for work! Uber drivers support was no help either-which is another story and issue! Hertz 800 support tells me to call the local office! The local office says to everyone out loud-the system to add the info to the Uber profile is downcausing everyone to be out of work for most of the day!! There is no assistance for thisI rented this car Wednesday evening-and my info still hasnt been added! This should not be happening and Ive lost a day and a half of pay!!!!! This is unacceptable-and shouldve been quickly resolved!!!
Business Response
Date: 06/12/2024
BBB Case 21817935
Rental Record *********

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

Regrettably, unexpected system issues can occur. Rental agreement ********* is still open. I apologize, but we can't make adjustments on open contracts. Once the rental is closed, please contact us at ************ and reference case 22457528.

Thank you for contacting us.
Customer Answer
Date: 06/13/2024

Complaint: 21817935

I am rejecting this response because: This isnt the only issue, and nothing g has been resolved and probably wont be! I have proof of being charged twice for the last week of rental for my vey recently closed rental account of *********. Neither Hertz nor Uber Pro Card were helpful in regards to adjusting the amount-and the bank-Uber Pro Card wont release the funds. How interesting is it that when I complained about being in Financial Distress over the new rental-I charged another amount of $280for the last week-that was already paid and posted for the amount of $427!!!

Sincerely,

***************************
Business Response
Date: 06/19/2024
BBB Case 21817935
RR No: 157335850

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

I apologize for the confusion regarding your billing. **** assured that the pending charge of $280 is an authorization hold and was sent for release on 06/15. Please be advised that the amount of time it takes for the funds to return to your account is determined by your bank.

As a gesture of goodwill for the issues you encountered, I have issued an approximate 15% refund of $44.91 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: 06/23/2024

Better Business Bureau:
Thank you for the credit. There are still issues with the billing in regards to pending holds. Its as though Im being double charged. Uber Pro Card/Branch doesnt and wont release holds for ***** days! This has caused me anguish as well. Uber Pro Card Claims that they cant accept the code to release the hold-that another Hertz representative gave to me, because they arent a direct/major bank. Though the first issue has been resolved-and I thank you again, the second issue mentioned has not been resolved. Ive also written a report on Uber Pro Card, as they are half the problem.
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:06/07/2024
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.
I recently booked a vehicle rental with Hertz. I used my fathers credit card to do this, and the reservation/driver was in my husbands name.The reservation was through Priceline, on behalf of Hertz. The rental booking states credit card holder must be present during rental pick up. My husband and father went to pick up the vehicle Saturday evening (May 4th).When they arrived at Hertz, they were told the vehicle rental and credit card needed to be in the same name, and the rental office would not accept this, even though it was booked without any issues. Basically, the rental was not credible to start with. The staff at Hertz told us to cancel the initial reservation and make a new one, which my husband did. We have not received a refund from the cancellation of the original booking. The original transaction was completed online on Wednesday, April 24th, 2024. My father's credit card was charged $1,099.41, on Saturday, May 4th, which was the correct amount for the booking, but we never got our refund. We have called our bank and they have directed us to Priceline, Priceline directs us to Hertz. We need this resolved without further issues.Here is the Priceline trip number: 534-503-485-17 Here is the Hertz Corporation Confirmation Number: K8383754126
Business Response
Date: 06/19/2024
Complaint ID: ********
Res#: K8383754126

Thank you for contacting us. Please accept my apology for any misunderstanding regarding our rental terms and conditions. Our policy does require credit card used for the prepayment be in the primary renter's name and the card and driver's license must be in the name of the primary renter who must also be present. I apologize for the delay in receiving the refund for the unused prepaid reservation. I have processed a refund of $1,099.41 to the credit card used on the reservation. Please allow up to 10 days for the refund to post to your account.
Customer Answer
Date: 06/19/2024

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:06/07/2024
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.
On May 14, 2024 my wife attempted to reserve a rental vehicle via the Dollar Rental Car affiliated with Hertz site. After inputting my credit card information and selecting confirm, a message popped up alerting her that the transaction had NOT gone through and to contact customer service. She called the customer service and spoke to a representative who said that the reservation was indeed active and that she would send the reservation details via text to my phone. She said the system did not allow her to send a confirmation email. She gave my wife the reservation number K8582568027 and told her that the total for the reservation was $605.19 and that $425.73 had been charged to my card. During the conversation my wife told her that I had not yet received the text and she said that the text would be delivered 15 minutes after our conversation was over. She also told her that when I checked the status of my reservation online using the number she had just given me, the system was unable to locate my reservation. She said that the system was experiencing some issues and to try again after our conversation.We called four more times over the next week. We never received an official reservation, cancellation or refund. It became obvious that the employees are defrauding us.On June 3, 2024, I decided to involve my bank's (USAA) fraud department.
Business Response
Date: 06/12/2024
RE: BBB Complaint # ********

Dear Mr. ********,
I am sorry to hear of the difficulties you experienced while booking and getting your prepayment refund. I have issued a refund for the full prepayment amount, $425.73, to be returned to your card in 7-10 business days. Please reach out to us if there is anything else we can help you with.
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.
I rented a 2022 Tesla Model 3 from Hertz at the *******************************************************, picking up the vehicle on May 30, 2024. Rental record 154033821.I returned the same vehicle on June 2, 2024 and left the key card on the driver's seat as instructed by the Hertz employee onsite.On June 7, 2024 I received a phone call from Hertz saying I had not returned the vehicle. I contacted Hertz support and was told the manager had not closed the contract. I am now waiting for Hertz to resolve the situation but was told I would not be cc'd on their communications with the manager and I would simply have to wait for their follow-up.This situation is completely unacceptable. Hertz failed to maintain adequate return records. They did not do their job and close the contract after I returned the vehicle on-time. And now they have cut me out of the loop while they attempt to resolve.Hertz needs to resolve this ASAP and furthermore they need to implement immediate proof of returns so that customers are not put in the stressful position of feeling accused when the customer did the right thing and **********************'s own operations are at fault.
Business Response
Date: 06/12/2024
RE: BBB Complaint # ********

Dear Mr. ******,
Thank you for reaching out regarding this matter. Your rental contract has been closed out, and I have processed a refund for the additional days charged, a total of $573.77. Please allow 5-7 business days to receive the funds back into your account. Please rest assured that the appropriate management will be made aware of this issue and appropriate actions taking regarding check in process at this location. I appreciate you bringing this to our attention and hope you have a pleasant day.
Customer Answer
Date: 06/19/2024

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 **** have received the refund of $573.77 on my credit card. Thank you for resolving this matter.

Sincerely,

***********************
Initial Complaint
Date:06/07/2024
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.
On May 15th, I rented a car from Hertz. However, on May 22nd, the car was impounded by American Eagle *********************** LLC located at ************************** Marietta GA due to the absence of visible registration. I paid $220 to recover the car on May 23rd. I visited the Hertz rental location and spoke with the Manager, who acknowledged the lack of registration and assured me of an investigation and a refund, along with compensation for the inconvenience. When I returned the car on May 30th, the assistant manager informed me that refunds take ***** days. Despite sending two emails, I have not received any response, and there has been a lack of communication. I am seeking a prompt resolution to this issue.
Business Response
Date: 06/12/2024
Complaint ID: ********
RR#: 146020324

Thank you for contacting us. Please accept my sincere apology for any inconvenience caused. I have issued a refund for the tow charge and also provided you a 20% discount on your rental rate as a gesture of apology. The refund amount is $286.34, please allow up to 7 days for the refund to post to your credit card account.
Initial Complaint
Date:06/07/2024
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.
I reserved in advance and fully paid for a rental car at this Hertz location on ***************************. The rental was scheduled from May 10th to May 13th, 2024. However, upon my arrival at the location, I was informed that there was no car available, despite my advanced reservation and payment. You did not give me any advanced notice, neither you offer another car as they were reserved for customers, when I was also a customer who reserved and paid in advanced.As a result, I had to incur additional expenses by renting from another vendor at the last minute and it caused a delay in my trip. Therefore, I demand that you:1. Reimburse the $179.82 that I paid in full with my credit card. The confirmation number for this transaction is K8440352442. 2. Pay me extra costs due to your breach and my last-minute rental, totaling $646:a. $6 for transport to the National rental office located in the airport, b. $81.83 as the difference paid for a new rental car (I paid $261.65 at National)c. $58.17 for gas (as no EV vehicles were available, despite reserving one at Hertz since I have free charging service)d. Additional $500 for the trouble caused to me.
Business Response
Date: 06/19/2024
Complaint Id: ********
Reservation ID ***********

I regret the inconvenience this matter has caused you.

Our local management makes every attempt to provide our customers with a vehicle they booked for; however, during our peak season this may not be possible. Whilst we do state that a vehicle from the class booked will be available, regrettably, we cannot guarantee vehicle availability. When booking a reservation whether this is booked online, through our app, over the phone or with a third-party vendor the booked reservation is securing the rate quoted at the time the reservation is made, this process is not a legally binding contract. On rare occasions, unforeseen situations arise that are beyond the branch's control. This is usually caused by late returns, extended rentals, damaged vehicles etc.

I must respectfully decline your request for compensation regarding this reservation.

Thank you for contacting us.
Initial Complaint
Date:06/07/2024
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 from April 21st to April 29th. 2024. On my way to return the car I stopped at a gas station to fill it up with gas, I purchased 6 packs of cigarettes for a guy I work with. He asked me to pick him up some cigarettes as they were only a little over $5 per pack there and over $8 a pack back home. Then we ran the car through the car wash at the gas station. I set the six unopened packs of cigarettes in the back seat as my luggage was in the trunk. Then continued to Hertz to return the car. When I arrived at Hertz one of the workers met us at the car waiting for us to get our luggage out of the car. When I opened the back door to get the unopened cigarettes the worker made a comment cigarettes are not allowed, I showed her they were unopened and explained to her that neither me or my wife smoked. I thought that was the end of it. The next day I noticed a $400 dollar charge on my credit card. When I called Hertz they said the worker reported the cigarettes and it was a $400 fee. When I disputed this with my credit card the response was the outside of the car needed washed and it was $400. Nothing about cigarettes. I lost the dispute when they changed the charge to the car needed washed.. Nobody smoked in the car and we washed the car before returning it. After a heated conversarion with Hertz they figured they would charge me for something so thats what they did. The washing the car charge is a frivolous charge and I'm sure after speaking with the worker and she claimed to only see packs of cigarettes in the car "Unopened" they changed the charge to outside of the car needed washed. This is a 100% frivolous charge by a angry Hertz worker. Again neither me or my wife smoke. I provided the reciept that says the outside of the car needed washed and nothing about smoking, the original charge. Unopened packs of cigarettes does not mean smoking in the car.
Business Response
Date: 06/19/2024
Complaint Id: ********
Rental Agreement Number 122260574

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

In accordance with the Terms and Conditions of the Signed Rental Agreement all Hertz rental vehicles are non-smoking. If either physical or smell evidence is present at return, a cleaning fee will be charged. There are signs posted at the Hertz counters advising of our non-smoking policy, cling tags attached to the windshield of the vehicles, and key tags have a logo that states non-smoking.
Based on our records the rental returned to our ***************, ** location was removed from service to be deodorized and detailed the $400.00 smoking fee is valid. Based on our thorough review of the matter, we stand by all the charges billed and respectfully decline your request for a refund.

Thank you for contacting us.
Initial Complaint
Date:06/07/2024
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.
I am filing this complaint against Hertz for unauthorized charges, poor customer service, and negligent actions impacting my work. My Rental Record # is 119581733.On 05/14/2024, I paid $731 to extend my rental to 05/21/2024. The next morning, I was charged an additional $942.37 without authorization. Despite reporting this, I have not received a resolution.On 05/31/2024, another unauthorized charge of $1,700.10 was made by Hertz, overdrawing my account and causing financial stress.Hertz disabled my rental car while I was working, preventing me from working for two weeks and causing income loss. I had an agreement with their vehicle control department to bring the account current on May 27, 2024. At the time the car was disabled, I was only three days late on payment, not 16 days as claimed.Despite multiple attempts to resolve these issues with Hertz, I have not received a satisfactory response. The repeated unauthorized charges and lack of response have severely impacted my financial stability.Hertz provided a breakdown of the charges:$942.37 for the rental week of 05/07/2024 to 05/14/2024.$1,700.10 for 05/14/2024 to 05/29/2024.Despite this, I did not authorize these charges. Hertz falsely accused me of not extending the rental, claiming it was overdue for 16 days when it was current.I request the BBB to investigate these unauthorized charges, the disabling of my rental vehicle, and to ensure Hertz provides a prompt refund. Additionally, I seek a review of Hertz's customer service practices.Thank you for your attention to this matter.************************* **********
Business Response
Date: 06/19/2024
Complaint ID: ********
********************** RR#: 119581733
This correspondence is being sent in response to a query made by *************************. Thank you for allowing us the opportunity to review your concerns.
We apologize for any concern caused by the charges billed on your rental. We have reached out to our Area Manager in ************ for their assistance and they have advised that the rental was overdue when it was returned on 05/29/21. All charges have been reviewed at this time and are valid based on the terms of your rental and the duration in which the vehicle was kept.

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Hertz is NOT a BBB Accredited Business.