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

7,220 total complaints in the last 3 years.
2,281 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:
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.
Rental Record ********* ***************************** My husband and I booked a Hertz rental vehicle through BJs Travel with the attached reservation. We received a notification of ridiculous charges: $427.00/day for a small SUV. I contacted Hertz customer service prior to picking up the vehicle and was told all we needed to do was show our rental reservation at the Hertz counter and they would honor the charges. They did not. I was told they couldnt change the reservation because our BJs itinerary didnt show the daily rate. We were told we could do a new reservation for a different price (higher than what we reserved), but we didnt want anything different than what was promised with our existing reservation. I have contacted the executive email address, but the only response I received was a request for info I already submitted. They never responded again. I want to be refunded the difference and paid interest for these charges to my credit card.
Business Response
Date: 06/13/2024
Complaint ID: ********
********************** RR#: 151256593
This correspondence is being sent in response to a query made by *****************************. Thank you for allowing us the opportunity to review your concerns.
Our records show you reached out to our CEO regarding this matter and received assistance and a response from our ************************** team as a result. Our ************************** team advised during their correspondence that the rate of your reservation was changed when the booking source accessed and altered your reservation. This was not due to a Hertz error or action.
However, after careful review of the booking, it was determined that a credit was warranted and a credit of $812.25 processed to the charge card originally billed. Please allow up to 5-7 business days for the credited amount to show on your billing statement.

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:06/07/2024
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 attempted to rent a car whilst on holidays to the *** for 1 week from 4th May to 9th May. I was told as a foreign driver all I needed to provide was my current Drivers license and a credit card. When I arrived to pick up the car from Hertz ***************************** I was met with an attitude of disdain from a dried old prune at the counter whose demeanor was as if my presence was interrupting her peaceful solitude.She informed me that I could not rent the vehicle because the day I returned the vehicle did not correspond with the day I was leaving the *** because I was visiting other states like *** etc. I was then later charged a $100 USD ($150AUD) No show fee even though I attempted to pick up the vehicle. When I contacted Hertz customer service they refused to acknowledge this and refused to refund my money even though I showed them evidence from my bank statement of the transaction. All I want is my money back.
Business Response
Date: 06/17/2024
BBB Case 21815401
Res No: K84710028A4

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

I apologize for the difficulties you encountered. In order to properly assist you in this matter, I will need to call you directly. Please respond directly to the letter I sent to your email address so that I may securely assist you to track and refund this charge.

Thank you for contacting us.
Initial Complaint
Date:06/06/2024
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 March 6, 2024, through Expedia, I reserved a rental with Hertz for $394.56 (charged to my credit card on that date). On March 10, 2024 my family and I picked up a rental from the *************** Hertz location. This rental was due to be returned to the *********, NC airport Hertz on March 16, 2024, but due to a need to change our flights for family reasons, we ended up having to fly out of **********, ** on March 16, 2024 instead. This change was approved by the *************** Hertz on March 15, 2024, and the car was returned to ********** on the 16th. On March 25, 2024, we noticed daily pending "extra day" charges on our credit card for $59.41. We immediately called Hertz corporate customer support, explained the situation, and were told that we would see a full refund on our credit card in 5-7 business days. We did not. Instead, we received a charge on our next credit card statement for $758.60 for 10 extra rental days and associated charges! We have since spoken with corporate customer support 5 additional times without resolution. We have also spoken with the Greensboro Hertz and they have verbally verified that they received the car on March 16. They further asked us to have the corporate support team call them/email them directly so that they could provide verification. However, when we relay this information to the corporate support team, they have repeatedly told us that they cannot directly contact individual Hertz locations (?!?) and that all that they can do is "escalate" our claim. Our most recent escalation did not even receive a response. I have now spent over 4 hours on the phone with Hertz in pursuit of a resolution. This is infuriating given that the Greensboro Hertz has verified the vehicles return, but the corporate support team "cannot" call them. At this point, I not only want a reimbursement for the $758.60 but believe we are also entitled to a refund for my original rental fee for the hours lost in pursuit of a resolution.
Business Response
Date: 06/14/2024
BBB Case 21815147
RR No: 989672121

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

I have received confirmation that you were able to work with our **************** team who resolved the matter directly by issuing a refund of $635.55 to the card on file.

Thank you for contacting us.
Customer Answer
Date: 06/17/2024

Complaint: 21815147

I am rejecting this response because:
I have received a refund of only $524.80 to my credit card. This was not the $635.55 that Hertz agreed to pay during our 6th phone call with ************** (Also, acceptance of this partial refund is not an agreement that this is the appropriate sum. However, given the difficulty I have had getting Hertz to give me any of my rightful money back, I could not turn this down for fear of receiving nothing instead). As I CONTINUE to have to fight for the money that is rightfully mine and that Hertz has held without cause for over 3 months, I believe I am entitled to (at a minimum) a full refund for all additional changes that were wrongfully charged as a result of Hertz's failure to recognize our on time drop off. This total was $758.60. In actuality, I believe Hertz should reimburse us the full cost of our rental as well, given that I have now had to spend over 5 hours of my time, just to get (thus far) a portion of my rightful money back. I cannot even begin to express my continued dissatisfaction with this company and their repeated efforts to wrongfully take money from their customers.
Sincerely,

***********************
Business Response
Date: 06/20/2024
BBB Case ********
RR No: *********

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

Please allow up to 7 more business days for the funds to post to your account. I apologize for the delay.

Thank you for contacting us.
Initial Complaint
Date:06/06/2024
Type:Billing 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.
[Your Name] [Your Address] [City, State, ZIP Code] [Email Address] [Phone Number] [Date]Hertz Customer Relations ************************************* on behalf of *********************************** - Reservation April 2024 - May 2024 I am writing to report a serious incident involving a fraudulent car rental conducted with my stolen credit card information. This resulted in traffic violations amounting to $920, which are now being billed to me. Here are the details:1. **Fraudulent Rental**: An unknown individual used my stolen credit card to rent a car from Hertz in my wifes name. The rental was completed using a fake ID without proper verification.2. **Security Lapse**: It is concerning that the individual could rent the car without adequate identity verification. This allowed the criminal to incur significant charges and violations.3. **Traffic Violations**: The individual accrued $920 worth of tickets during the rental period. On June 5, 2024, I received notifications of these tickets, which are due on June 7, 2024. This short notice period is unreasonable and does not allow sufficient time to address the issue.4. **Amex ****************************** has already removed all Hertz charges from my account due to the fraudulent activity.I request the following actions from Hertz:- **Investigation**: Conduct an immediate investigation into how the fraudulent rental was processed and identify lapses in verification.- **Waiver of Tickets**: Waive all tickets associated with this fraudulent rental and clear any related records from my name and my wifes name.- **Enhanced Security**: Implement stronger verification protocols to prevent such incidents in the future.Please address this matter urgently. I am willing to cooperate fully with your investigation. This situation has caused significant distress and inconvenience, and I trust that Hertz will take the necessary steps to rectify it.I look forward to your prompt response.
Business Response
Date: 06/11/2024
Complaint ID: ********
RR#: *********

Thank you for contacting us. I have reviewed our records and determined the rental was confirmed to be fraudulent. Our ticket was made aware of this and they have noted their record of this and have marked the record on 06/10/24 as "do not bill" for any and all tickets and violations related to this rental.
I am very sorry for any inconvenience this has caused and will share your feedback with the appropriate management to address internally to prevent recurrence.
Customer Answer
Date: 06/11/2024

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:06/06/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a vehicle through the Insurance on April 12th at HERTZ ********************************* and I also took pictures of the vehicle. On June 2nd, I returned the vehicle at HERTZ ********************) and they told me that the location where I picked-up the vehicle from, will send me the final receipt. At the time of the return, there was not damages on the vehicle and everything was neat like the same way I picked-up the rental vehicle. While being in possession of the vehicle, I realized that the vehicle failed to have a maintenance update. So I contacted the branch where I picked up the vehicle and they told me to come in-person so they can give me a voucher. I still went at there and got the voucher for the maintenance of their vehicle and I also check if there was any others maintenance issue with the vehicle. When I returned the vehicle on June 2nd, they put on the final receipt that I returned it on June 3rd. They also stated that the vehicle is dirty while there was no signs of dirtiness which differs from the time I picked up the vehicle. I was renting the vehicle NOT leasing. It shows on the windshield that "no smoking" inside the vehicle and there was no smoking or hazardous spills while the vehicle was on my possession.It is the branch's responsibility to vacuum their rental vehicle before putting them into service. As customers, we carry dusts from the floor anytime we walk toward the vehicle. So if the HERTZ said the vehicle was dirty, those signs of dirtiness were present on the day the vehicle was picked up unless there was signs of smoking or others thing that couldn't be removed by the vacuum. Vacuuming is part of the rental car's branch NOT the customer and the dirtiness was there at the time the rental vehicle was picked up from the Hertz Aurora. Besides damages on the body (which the vehicle didn't), the customer shouldn't be charged for anything dirty on the vehicle if there was.I want to be reimbursed for those unrelated charges
Business Response
Date: 06/11/2024
Complaint ID: ********
RR#: H32821563

Thank you for contacting us. Please accept my apology for any inconvenience you experienced with your rental vehicle and the charges billed. In the interest of customer service I have issued a refund for one day and the cleaning fee. The refund is $126.80, 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.
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:06/06/2024
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.
When I first booked with Hertz I had pay a deposit of ******USD which was for the 2 day rental on May 25. When I picked up my rental I spoke with the agent and he said the total I would pay for the rental would only be ******EUR if I returned the rental in good shape and full tank which I did. I received the final bill and saw the ****** EUR posted to my account. However they did not deduct the ******USD that I had already paid and I was charged for it again which is shown on my receipt for the 2 days. I would like a refund for the ******USD which I had already paid. I had contacted customer service but no one replied and kept referring me to the website. My reservation number is K8684368209
Business Response
Date: 06/11/2024
Complaint ID: ********
RR#: 349094734

Thank you for contacting us. I apologize for any misunderstanding regarding your charges. A review of our records indicates you prepaid ******, however only ****** was applied to your rental. Therefore, I have issued a refund to your credit card for the amount of *****. Please allow up to 7 business days for the refund to post to your account. The remaining balance is for items not included in your prepaid amount.
Customer Answer
Date: 06/11/2024

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:06/06/2024
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.
There was an unauthorized charge of ***** for HertzToll on my credit card. I contacted Hertz by email and was told the PlatePass program was in my rental agreement and the tolls were collected and a fee charged. There were 2.00 in tolls and 19,98 "convenience fee" . My problem is that when I rented the car, the agent did not tell me that there was a toll option to add to the car. Hertz was short staffed that day and there was a very long line of people. The fact that it's in my rental agreement is of no help because the rental agreement isnt given to you until the very end of the transaction and is given to you when you get your keys. After waiting an hour, we were ready to go. This is a hidden and predatory fee which should be disclosed during the rental process. Being from IL, I had no idea that FL even had tolls and was never informed. I would like a refund of the $19.98 "convenience fee". I will pay the tolls of $2.00 but would like the hidden fee returned to me as I was unaware and would have avoided the fee. The toll roads in ** dont even provide an agent to collect money. It's all electrnoic and we should have been advised by Hertz rental agent.
Business Response
Date: 06/11/2024
BBB Case 21810902
RR No: 151037681

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

The information on the toll fees can be found on page four and five of your Signed Rental Agreement (***). With respect, the signed rental contract is a legally binding document. Regrettably, we are unable to confirm a verbal conversation at the counter. By signing the rental record, you are agreeing the terms, conditions and rates billed for the rental. It is the customers responsibility to review the terms of this documentation before departing the rental facility in order to ensure the terms of the contract are correct. I apologize for any misunderstanding on the toll charges; however, these charges are correct. You may view the toll charges and administrative fees at *************. In accordance with the *** the charges are valid, and no adjustment is warranted.

Thank you for contacting us.
Customer Answer
Date: 06/11/2024

Complaint: 21810902

I am rejecting this response because: it is not an acceptable response. The rental agreement is not provided until the end of the transaction. I know hertz is in bankruptcy and needs the money. This is a short sided decision as I will not do future business with a company that practices in hidden and predatory fees.

Sincerely,

*************************
Business Response
Date: 06/19/2024
BBB Case 21810902
RR No: 151037681

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

We encourage our customers to review the Signed ********************** Agreement before leaving our facilities. Our response to this matter is unchanged.

Thank you for contacting us.
Initial Complaint
Date:06/06/2024
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 June 1st to June 2nd from Hertz location at ***********/************** in ************. When I arrived to pick up the car, I was going through the usual process to pick up the car when the staff member asked me if I had insurance, to which I answered as I have dozens of times before, I said no and I would decline their insurance and take liability upon myself. After I said this, one of the staff members stated that it was "state law" that cars be insured, that "we are losing cars to accidents" so I must insure the car, and that if I don't accept insurance "we can decline a car to you". I explained how I have rented dozens of times in the last year and I have never been told that. I asked if this was a new policy and she said no. I questioned her logic, telling her that Hertz insures their cars and customers "getting in accidents" has no relation to customers taking their insurance, but she ignored that and again told me she would decline a car to me if I did not take insurance. Having no choice, I took the insurance. After the rental was returned I called Hertz and was given a refund for the insurance, however I explained that my main issue was the lack of ethics and possible illegal nature of the Hertz employees actions, to intimidate me to take a VOLUNTARY service and pay for it, or risk being denied a car that I already paid for. I also decided to post a review of the business on ****** and happened to see that there are multiple people reporting very terrible experiences, being treated horribly by staff, and there does not seem to be anything happening to change that. The record # for this rental is *********.
Business Response
Date: 06/10/2024
BBB Complaint#: ********

Rental Agreement#: *********

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

Thank you for reaching out to us regarding this matter. I do see that a refund has been issued for the coverage on 06/03, please allow 5-7 business days for this to reflect back to your account. We're always striving to improve and can only do so with the helpful feedback customers like you provide. I assure you, we're forwarding this feedback to the appropriate management team for review to avoid this from happening again in the future. We do hope you will consider us again in the future for all your rental needs.

Thank you for contacting us.
Initial Complaint
Date:06/06/2024
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.
Original Reservation #: K87224142F8 New Reservation due to Hertz associate mistake: ********* I want a refund for my terrible experience. I booked a simple sedan, nothing about an electric vehicle. The associate at the front desk processed my reservation under the name of the man he had been helping before me. He almost tried to get me to leave with that reservation. Myself and the man whose name my reservation was now under both requested that he start over and do it correctly. I was also given four different prices. My new reference number after he deleted my original request was *********.The associate gave me an electric vehicle. I said Id never driven one before and asked for a gas car instead since I was going to be driving over 200 miles that evening. He said that I would have to pay extra for a gas car. I figured that if Hertz deemed an EV safe and efficient enough for someone to drive without any issues, Id be okay. Saturday: I went to 4 different charging stations before I found one that worked. I had to download a different app for every charging station I went to and enter my credit card information into each of these apps. I finally found an empty hospital parking lot with a WORKING charger that was unfortunately a slow one. It took 8 hours to get my charge from 25% to 75%. I spent my entire trip concerned about whether I could leave my car in that lot and if the charging was actually happening. June 2: I left *** two hours earlier than originally scheduled in order to get my car back to ******* by the 4 pm return time, as per requested on my original reservation. It turns out the associate at the desk changed my return time to 2pm. I had to stop to refuel my EV, which took over an hour since there was only one available charging station out of the eight at that stop. Because of this, I arrived at 4:28 pm at Hertz at *********. Nobody was at the desk so I put the keys in the drop box outside. This is within my original 30 minute window.
Business Response
Date: 06/18/2024
Complaint ID: ********
RR#: 154694525

Please accept my sincere apology for your experience and any inconvenience caused. Rest assured your feedback will be shared with the appropriate management for internal review and any necessary corrective action. A review of our records indicates our **************** team provided a refund of $77.00 to you on 06/06/24. As an additional gesture of our apology, I have refunded the remaining charge of $91.30, 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.

Customer Answer
Date: 06/18/2024

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:06/06/2024
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 to work for Lyft and was being charged $340 a week, I returned the vehicle owing them $251 which I was told not to pay just return the vehicle and now Hertz is telling me I have a balance of $2132.92 which the balance was only $251 before dropping off their vehicle. Upon dropping off the vehicle I was told there's no power in the building and I should just drop off the keys without a receipt which I asked for but the unpleasant worker just gave me an attitude and walked away from me. Now I owe this huge bill somehow.
Business Response
Date: 06/18/2024
Complaint ID: ********
RR#: 983376984

A review of our records indicates the charge of $2,132.92 is for the rental period of 04/22/24 - 06/05/24. Our records show no charges during this rental period other than the final charge. Please provide documentation that shows you were already billed for that time period.

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Hertz is NOT a BBB Accredited Business.