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

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  Hertz

  5405 Airport Service Rd Tampa, FL 33607-1419

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  Hertz

  4500 E Speedway Blvd Ste 40 Tucson, AZ 85712-5325

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  Eagle Automotive

  2223 Memorial Pkwy SW Huntsville, AL 35801-5621

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  Hertz

  Ontario International Airport Ontario, CA 91761

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:06/04/2024

  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.

  Rental #*********. I was originally quoted $642.98 for 1 week rental, including $300.00 drop off fee to ******************* which brings the weekly total to $342.98. I had called customer service before my trip and said I may have to extend the trip a few more days and drop off at another airport. When I tried to re book for 3 more days. The system charged me $460.15 for 4 days. I was told I would be prorated the original weekly amount of $342.98 divided by 7 = $48.99. I also was told if I dropped off car closer to *************** the price gets reduced. I dropped car off 418 miles closer to ******* and was still charged $300.00. I was charged $460.15 for 4 days = $115.04 per day. I was also not notified I could have dropped off car by 10 AM in ******* and could have saved another $115.04. I was not billed the original daily rate of $48.99 as promised, paid an extra day of $115.04 and paid more for being closer to ***************. I request a refund of $264.19 which is the difference of $460.15 billed to the $195.96 I should have been billed per your customer service center. I also feel by driving over 400 miles closer to another airport there should be some reduction.

  Business Response

  Date: 06/10/2024

  RE: BB Complaint # ********
  
  Hello **************, 
  We understand that you have some concerns about the charges on your bill. After carefully reviewing your signed rental agreement and final invoice, we can confirm that the charges have been accurately calculated. In our signed agreement, additional days are $91.02 a day rather than the $88.17 charged. In addition, the rental rate estimate assumes you will rent and return at the agreed-upon locations and times indicated. Any changes made to this agreement are subject to the current market rate. After a thorough review, no refund is necessary. I appreciate the chance to review your concerns today, and I hope you have a wonderful week.

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21802893
  
  I am rejecting this response because: I was told I would be pro rated the weekly rate which would have been approximately $50 per day, not $118 per day. I was also advised the closer to the ***************, then the drop off fee would be reduced. I am loyal Gold Member and this is by far, the worst customer service price gouging i have been dealt with by any company. What logical reason why I would drive 500 miles to a closer airport? Why would I agree to pay $118 a day instead of $50 as promised? Why wasnt I offered a similar weekly rate of $250 instead of daily $118 per day? If you can explain that, I will accept your explanation. I am requesting a manager call back and the local manager in the ******* area so I can explain what the agent said to me. I have filed a fraud claim with my credit card company and will forward your response. A pathetic way to treat a loyal member of Hertz.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/19/2024

  Complaint ID: ********

  RR#: 143832463

   

  Our records indicate you called our customer service on 05/17/24 to extend the rental until 05/22/24 and changed the return location to *******, **. You were quoted a new rate of $503.99 per week, and 4 days at $88.17 per day. As this coincides with the rate you were charged, we respectfully decline your request for an adjustment.  After a thorough review of this matter, we stand by our original decision.??Although the resolution is not what you preferred, no additional action is warranted.??We regret we are unable to fulfill your expectations in this instance.?? 
  

  Customer Answer

  Date: 06/20/2024

   
  Complaint: 21802893
  
  I am rejecting this response because: As a gold member, I should be treated professionally and courteous, the agent at the *************** quoted me saying I would be prorated the approximate $50 per day if I extended. As you can see, I was doubled the charge per day. I also drove the car 400 miles closer from ***********, ****************** to the *************** to save some of the $300 drop off charge as per quote from the Oakland Airport Agent. So basically, I was miquoted by your agent in ******* for the extended daily rate and the drop off fee,costing me double the cost that it should have. Also, why wasnt I offered the extended weekly rate of $300 as an alternative instead of price gouging me hostage at $450+ that you charged a loyal customer? An awful experience and you that I will enter on ****** and Yelp reviews. I also have asked multiple times for the *************** area manager to call me, which has not happened either. Very disappointing result and response from Hertz "executive office". More like a scripted response.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/04/2024

  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 picked up a vehicle from the hertz location in ********** In on 3/13/2024 to 3/21/2024 under contract number H32113583. Upon returning the vehicle to the dealership where my vehicle was getting repairs done I was advised that Hertz would send a employee to pick the vehicle up, only to have the vehicle sit at the dealership for over a week while I was still being charged for the rental even tho it was returned. On a second incident on a vehicle rented from ********* In on 4/30/2024 thru 5/3/2024 under contract number H33240130 this vehicle was supposed to be billed thru the dealership again only to have the location charge e to the dealership and 2 days to me. I have tried to reach out that the location to resolve the billing issue only to have the gentleman who answers the phone to hang up on me or to not even answer the phone at all. I have tried to resolve these issues to no prevail.

  Business Response

  Date: 06/07/2024

  Complaint ID: ********

  RR#: H32113583 & H33240130

   

  Thank you for contacting us. Please accept my sincere apology for any misunderstanding regarding your rental charges. I have reviewed both rentals and apologize for the delay in rental record H32113583 being closed and for any inconvenience caused due to the additional holds on your credit card. Attached is your rental invoice. 

  In regards to rental record H33240130, please be advised the rental was closed on 05/04/24 at 5:24 PM which resulted in you being charged for two days of rental as the dealership only covered you until 05/03/24. As you indicated you returned the vehicle on 05/03/24, I have issued a refund for the extra days in the amount of $98.08. 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. 

   

  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:06/03/2024

  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.

  DFW scammers!!! I was told at the front desk that I had to purchase insurance through them even though I had my own insurance with Progressive. Also, they charged me $10.58 per gallon ($154.79 for a half tank) upon return. Per Hertz website they are supposed to charge you pump price plus a $6.99 flat fee PER TRANSACTION if you return it not filled up, NOT PER GALLON! Also per the Hertz website pump price is based on average retail price in local area. Gas in NOWHERE close to $10 a gallon anywhere in the *************, much less in ******, *****! Between tricking me into thinking I had to buy insurance AND this robbery for gasoline I ended up paying $357.76 extra. Completely messed up considering the car was $304.36 to rent the **** car for 6 days! Complained to Hertz customer service & got nowhere. All I can get at is the scamming must be acceptable even at the highest levels.

  Business Response

  Date: 06/11/2024

  BBB Complaint: 21798372

  RR# 141840414

  This is in response to ******************************* complaint. I apologize for any misunderstanding about our optional coverages and fuel information. The screenshot of the fuel information you sent shows hertz.jo which is residents of the country of ******. I'm not sure how you retrieved that information. Any information should be retrieved from our official website www.hertz.com. Our website does not show any information about the refueling you sent. However, your signed rental agreement shows, you agreed to replace the fuel used at $10.58 per gallon. Due to the misunderstanding I checked the fuel prices for the date of pick up showing $3.58 per gallon near the ***********. The loss of Damage Waiver was accepted I've removed half off the Loss of Damage Waiver. Please allow 7 business days for the refund to post to your billed credit card in the amount of $224.39. I have attached your signed rental agreement to view and the screenshot you showed about fuel with the hertz.jo 

  Thank you for contacting us. 

  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:06/03/2024

  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.

  Date of transaction: 5/27/2024 Amount paid: $405.27 confirmation number: K8710969120 I would like to know how to file a complain. I book a reservation through Chase.com and tried to link the booking confirmation number: K8710969120 with my membership number. I called 6/3/2024 at 4:22pm and got an agent, he told me that in order to link the membership with third party booking, we need to call Chase and let me linked it and I was told that they may have to rebook for me but price will remains the same. Then I called Chase and the agent call Hertz and we were waiting about an hour from 4:31pm for 59 minutes. The agent said in order to link the account, price will not be guarantee until I arrived the rental in YYZ!! and this agent allows ***** to hold 2 minutes only to explain to me about the same situation, after about 2 minutes, he hang up the phone and why we need to wait almost an hour but we only allows to have 2 mins discussion? I do not see any benefits or respect being President ****** which Hertz promoted we will have very good customer service!!!!!!! I will complain again via BBB for being false advertise!! I under booking via third party may have some issue that we need to solve but definitely not hang up the phone!!!!!

  Business Response

  Date: 06/11/2024

  BBB Complaint: 21798050

  Reservation number: K8710969120

  This is in response to *********************** complaint. The first agent was correct by telling you to call *****. Anytime we add a membership to a reservation it has to be cancelled and rebooked. There are voucher numbers associated with 3rd party bookings that need to be verified by the Tour Operator. The general hold time for an agent is 2 minutes. I have relayed  your concerns to upper management as to what happened with your phone call. Generally the agent is not suppose to hold for more then 2 minutes and our hold time is normally no longer than 15 minutes. I sincerely apologize this happened this was an unusual excessive wait time. I would like to add 1900 points to your Hertz loyalty account, but its inactive due to no credit card on profile. Please contact our ************************** at ************ Monday through Friday from 08:00am to 5:00pm Central time. We can update your profile to make it active, then add the 1900 points to your account. 

  Thank you for contacting us.

   

   

  Customer Answer

  Date: 06/22/2024

   
  Complaint: 21798050
  
  I am rejecting this response because:

  I tried to call the toll free number but I was on hold for 37 mins without any agent picked up my call. I totally disappointed for Hertz customer service. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 06/25/2024

  Complaint ID: ********

  RR#: 941518384

   

  We apologize for any inconvenience. A review our records indicate ***** points were applied to your Hertz Gold account on 06/11/24.

• Initial Complaint

  Date:06/03/2024

  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.

  I arrived at the LAX Hertz location on 5/30/2024 with a reservation and price of ****** through Expedia for my vehicle. I waited over 45 min to be serviced although it was only me and 1 customer in line. The staff stood and watched us in line and didnt greet us nor ask did we need help. Ive rented from Hertz in the past and never been treated so poorly and was disappointed. Not only was I ignored I also had my ill mother who had just got off a flight and needed to get to the *********** as soon as possible which the staff didnt seem to care. Once the agent decided to assist he located the confirmation number and proceeded complete the reservation. He asked did I want any additional coverage and I declined and provided him with my ******************** info. He explained there will be a $200 hold fee on the cc and it will be released upon return. I explained to him that I originally wanted to return the vehicle in ********* but have a round trip in *** so I would be returning back at the same location, he said it wouldnt be an issue and that he updated the agreement. He told me to sign the contract based on what we discussed and I did. He said he will be getting our vehicle for us and returned to let me know the vehicle was in lot number 401. I got my contract and helped my mother to the car and once we got there the vehicle was filthy and unsanitary which was completely unacceptable (Will attach video and pictures) an attendant named **** put us in the same type of vehicle in another parking spot which was still dirty but atp my mother need medical assistance so we accepted the vehicle and headed to the ext gate. The guy at the gate gave us a new contract and contacted the lot attendant to verify that he gave us permission to change vehicles. Once out the gate I looked at the new contract and see they charged my card $400 over what was initially agreed upon. The agent put my insurance info on file and still charged me for coverage I declined. I am lividTBC

  Business Response

  Date: 06/07/2024

  BBB Case 21797899
  Rental Agreement 154166040
  
  
  This is in response to *****************************, 
  
  
  I hope all is well with your mother. 
  
  
  I apologize for the condition of the vehicles; this is concerning to us as well due to the high standards of cleanliness we stand by as a brand. All Thrifty vehicles are to be thoroughly cleaned, serviced and in good mechanical condition before being released for rental. We always want to provide quality vehicles to our customers and certainly appreciate you letting us know of your experience. 
  
  
  The Loss Damage Waiver (LDW) has been refunded and the daily rate adjusted. On future rentals, please review the rental agreement before leaving the location so that corrections can be made at that time if needed. A refund in the amount of $406.64 should post on the billed credit card within the next 7 business days. 
  
  
  Thank you for contacting us. 

  Customer Answer

  Date: 06/07/2024

   
  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:06/03/2024

  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 being asked to pay for a broken windshield on a vehicle I rented. As per their own proof and statements indicate the damage was not caused by me. Vehicle Returned March 24, 2024 @ 15:19 Mileage in ****** VIR taken upon vehicle entering the return area on March 25, 2024 @ 1:25 PM Mileage in ****** Questions along with the answers that was printed on their V.I.R. clearly state: Is there any proof or research that shows the customer was responsible - No Was the renter driving when the damage occurred - No I believe this is the result of retaliation for a customer service complaint I made when picking up the vehicle.

  Business Response

  Date: 06/13/2024

  BBB Case 21796161 
  RR No: 106322381 
  
  This is a response to ********************;
  
  I apologize for the confusion regarding the damage claim however as confirmed in the document provided, the damage claim is valid and will stand. 
  
  Thank you for contacting us. 

  Customer Answer

  Date: 06/14/2024

   
  Complaint: 21796161
  
  I am rejecting this response because:
  Their own evidence shows the damage occurred after I returned it and the vehicle  was driven 5 miles by someone else and returned the following day

  They need to track the path of the vehicle after I left it or provide the ****** of me returning it and not someone else the next day.

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

  Business Response

  Date: 06/19/2024

  BBB Case 21796161 
  RR No: 106322381 
  
  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. There are no contradictions in the document provided and the claim will stand. 
  
  Thank you for contacting us. 

  Customer Answer

  Date: 06/20/2024

   
  Complaint: 21796161
  
  I am rejecting this response because: I am not liable for the damages that occurred after I returned the vehicle. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 07/29/2024

  Complaint ID: *******

  RR#: 106322381

   

  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. 

  Customer Answer

  Date: 07/30/2024

   
  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:06/03/2024

  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 was charged a fuel fee and I returned the vehicle on full.I provided pictures that matches miles that I returned vehicle at.And matches date and time as well. There is no way to contact the company customer service. This is just a scam.

  Business Response

  Date: 06/07/2024

  BBB Complaint: 21789205
  RR: 119425471

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

  Thank you for providing proof of refueling the vehicle before return. I do apologize you were mischarged for this. I have refunded $183.41 to the card on file. Please allow 5-7 business days for this to reflect.

  Thank you for contacting us regarding this matter.

• Initial Complaint

  Date:06/03/2024

  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.

  Basically I was over charged for a rental car. ******************* did not end my rental car agreement when I turned my car and keys in and now they charging me an additional week I didnt have the vehicle that long they trying to charge me for an 1000$ and she lied and said my boyfriend was driving the rental car and if u look on cameras u will see he never drove the vehicles at all please look at camera she was very racist towards me and my boyfriend everytime we came there. Now Im banned from being able to rent from hertz I tried dispute the payment from my bank but hertz denied it. Also it shows in the app when she ended the rental agreement

  Business Response

  Date: 06/13/2024

  Complaint ID: ********
  ********************** RR#: 104089134

  This correspondence is being sent in response to a query made by *************************. Thank you for allowing us the opportunity to review your concerns. 

  We regret any misunderstanding regarding the suspension of your rental privileges. This decision was based on several factors including damage to our vehicles during your rentals as well as allowing an unauthorized person to drive our vehicle which was a breach of contract. This was confirmed by multiple employees. In addition, the most recent rental was overdue resulting in a forced return or repo being hired. 

  During our review, it was concluded the rental contract was closed out with a return on 05/14/24 rather than 05/17/24. Therefore, we are issuing a refund of the 3-days in the amount of $233.23. Though processed today, please allow up to 5-7 business for the credit to show on the 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:06/03/2024

  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.

  The ***** bolt i was renting was taken from me before my time was up, upon looking into why it was taken I was told it was due on the 27th of February 2024 when on the 26th I renewed the vehicle and by was told by billing everything was in order and that my account would be drafted the following day for that weeks payment and it was, for me to now be hearing that 720+$ I payed went missing and then be charged 2000+$ because of it and this is after I spoke to and showed multiple people my bank statement that proved I paid, my statements actually showed me I paid 14 weeks worth of payments when I didn't even have it that long.

  Business Response

  Date: 06/11/2024

  BBB Case# ******** 
  RA# ********* 
  
  This is in response to *****************************. 
  
  I sincerely apologize for any confusion regarding your recent Uber rental. In a review of our records, it was confirmed that your credit card was declined on two occasions for the additional authorization holds. The dates that the authorization holds were declined were 02/20/2024 and 02/27/2024. Additionally, when a vehicle is not extended correctly, and a credit card is declined the customer does receive an overdue call to the phone number on the account. When a vehicle is not extended correctly the location will tow the vehicle as the customer would be out of contract. Therefore, it was found proper procedures were followed. 

• Initial Complaint

  Date:06/03/2024

  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.

  5/31/24 #K87411164D0 and #K8743710027 I was at the hertz on ***************************************************************, and I was trying to get a rental that I paid for already. I was going up to pay the security deposit and as I was doing so I was told that since I dont have full coverage insurance that I couldnt rent from Hertz. I paid the ***** for the accident insurance because I dont have a car right now. It ***** because I have two transactions from your company that I havent received my money back from. It feels like Ive been robbed with no gun or no mask. The worst part about it was partnership through Uber as on why I thought I was able to get the car in the first place.

  Business Response

  Date: 06/10/2024

  Complaint ID ******** 
  Reservation Number K87411164D0 
  
  This is in response to ***********************. 
  
  I regret the inconvenience this matter has caused you. After reviewing our records, I am showing you were only billed for your prepaid payment of $126.85. There was no optional insurance included in this rental agreement. Please reference the attached invoice. If the pending charge of $169.28 did in fact post, please provide me with documentation that confirms the charge posted. 
  
  Thank you for allowing me to address your concerns.