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

7,213 total complaints in the last 3 years.
2,265 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:05/29/2024
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.
On 5/3/2024, I rented a car from Hertz at *****. I rented the car through Priceline and they gave me Hertz as the supplier. My Priceline trip number is 539-955-675-17. I use Priceline all the time and dont have an issue with them. The Hertz rental agreement is *********. I arrived just before midnight to pick up the car. There were 3 people ahead of me renting cars. The wait wasnt very long, however I had a long drive ahead of me. There were 2 employees in the office and not sure if the guy sitting in there was a boyfriend or an employee out of uniform. It was a distraction for the employees doing their job. When it was my turn, I handed the employee my license and credit card I used to make the purchase. She found my reservation and I told her I already paid for the car through Priceline. I also handed her my insurance card and said I was covered for any liability and I didnt need anything else. She told me I needed to insert my card for payment. She told me in order for me to rent a car I had to insert my credit card. I questioned her again and she said I wasnt going to get a car without inserting my card. It was late and I still had a 5 hour drive ahead of me. I reluctantly inserted my card and she charged me $305. I tried to dispute the charge with Hertz directly, and was given a form letter response both times. I dont appreciate being strong armed into agreeing to something just so the employee can get a commission for up charging me. I rent a fair amount of cars and this has been the worst experience Ive ever had. Rude employees both during and after the rental process.
Business Response
Date: 06/13/2024
Complaint ID: ********
RR#: 128754964

Thank you for contacting us. Please accept my apology for any misunderstanding regarding your charges. The amount of $305.00 was the actual hold put on your credit card. The charge for Loss Damage Waiver (LDW) was $104.97. I have issued a refund for $104.97 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.
Customer Answer
Date: 06/15/2024

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:05/29/2024
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 was charged multiple times when I already paid for my weekly payment of having a rental this is unexpectable I have kids I just missed my child graduation due to this I convince ** high upset an need a refund immediately
Business Response
Date: 06/01/2024
Complaint ID: ********
RR#: 145105542

Thank you for contacting us. A review of our records indicates you were correctly charged. Attached are your rental receipts. I apologize for any inconvenience you experienced, however our records don't indicate there was any overcharge.
Initial Complaint
Date:05/29/2024
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 rented a car from Hertz (Gold) in *******, ********** and they charged me more than double by forcing me to buy local insurance even though I told them I have worldwide personal automobile insurance coverage. I tried to decline coverage ten times. I stood at their counter for over 20 minutes trying to decline coverage, but the rep would not let me have the rental car until I signed and paid for extra insurance. I have been calling and emailing Hertz since April 14, 2024 (date of rental was April 13, 2024) and they tell me that their ******* rep ****** that I had a choice and could have declined. The rep is lying. I want my the coverage amount refunded or an equitable amount in Hertz credit vouchers.
Business Response
Date: 06/01/2024
Complaint ID: ********
Res#: K7790398914

We have reviewed this matter with our Costa Rica team. They have advised the rental agent offered the coverage's as is normal and you had the option to accept or decline. 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: 06/03/2024

Complaint: 21775121

I am rejecting this response because: The Hertz employee obviously scammed me and will not admit it. I was traveling with three other people who witnessed me almost getting to the point of tears as the representative would not let me decline coverage and made me pay double what I should have. I cannot believe you are not taking the The customer side, especially as I started my complaint to Hertz the day after the incident and have been persistently pursuing action to rectify my situation. They are ignoring me as the little customer and standing behind their giant ******************** to make me pay the price! I was scammed and its not fair.

Sincerely,

*****************
Business Response
Date: 06/10/2024
Complaint ID: ********
********************** Res#: ********************** correspondence is being sent in response to *****************.
While we understand our previous response was not the desired outcome, we must advise that our decision and response remain unchanged. The Hertz location in ********** is an independently owned and operated licensee franchise location. As such, the owner of the location processes their own billing and invoicing. Our decision and response is based on the information provided by the licensee owner and we must stand by their decision. We hope you will respect our position on this matter as we consider it having been fully addressed and this matter closed. Further requests to revisit this matter will not be considered.
Customer Answer
Date: 06/10/2024

Complaint: 21775121

I am rejecting this response because I rented my car from Hertz as a large corporation, not from an independent in *******. I use the Hertz app the way I do for all of my Gold rentals because I trust the Hertz brand more than any other car rental company, so I would expect the Hertz corporation to take care of me as a loyal customer.
I was scammed by a ********************** representative regardless of the location. It was a Hertz rep at a Hertz location.
I expect a refund or credit vouchers to replace the money I lost due to being forced into purchasing coverage I didnt need after I begged for almost 30 minutes to decline.
Sincerely,

*****************
Initial Complaint
Date:05/29/2024
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 on 4/5/24 and brought it back to same location on 4/7/24 on that date hertz employees advised me that they are short staffed and to leave the keys in the car I clocked my mileage at 518 miles on the vehicle and proceeded to do as instructed. I never got my receipt I tried calling no answer just an answering service. I got finally a final receipt on 4/12/24 stating I checked the car in on that day which is incorrect. I went in to speak to a associate on 4/17 after not getting much help over customer care line and associate ****** said he spoke to manager and my money shall be refunded back to my I contacted my card service and reported incident nothing came of that as well as the hertz merchant denied claim. I went back to hertz on 5/10/23 and spoke directly to the manager about the case and recorded our conversation. He emailed me that he would credit my account also that it would take 2 weeks. Nothing has been refunded back I am in need of help on this case
Business Response
Date: 06/03/2024
Complaint ID ********
********************** Agreement Number 113810126

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

I regret this inconvenience. After review of our records I am showing the vehicle was returned 5/12/2024. Could you please provide me with any supporting documentation that is timestamped, so I may further review this matter.

Thank you for contacting us.
Customer Answer
Date: 06/03/2024

Complaint: 21774341

I am rejecting this response because:
I recently just spoke with the manager dated the time of date and informed me through email also with a copy of processing adjustment back to my card. The amount is incorrect due to you guys have charged my card a total of $1347.07. I at this moment should be getting a full refund not partial after the mistakes on behalf of your business. Also I have a recorded audio of said discussion confirming that he was aware of the date 5/7 return of the vehicle and that yes they where in fact short staff and that I am not the only person this happen to and told me since then on 5/17 that I would see a return on my money back and have yet seen anything. So attached is another email from manager at that location confirming adjustments and more.

Sincerely,

***********************************
Business Response
Date: 06/13/2024
Complaint ID: ********
********************** RR#: 113810126
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 or frustration caused by the return time logged on your recent rental. Upon receipt of your inquiry, we immediately began an investigation into this matter with our General Manager in *************. They have advised that an adjustment of the charges billed was submitted on 05/13/24 to correct the billing error. Unfortunately, there is a delay in when these credits are processed and it can take up to 4 weeks before the credit is reflected.
As I have received confirmation from the branch, I have made an adjustment at this time to correct the return date and refund the overcharge. The credited amount is $924.63 and has been refunded to the charge card originally billed. Though processed today, please allow up to 5-7 business days for the funds to show on your account.
We are very sorry this error occurred and want to assure you that proper management has been made aware of this so that they may take corrective action where deemed necessary.
Initial Complaint
Date:05/29/2024
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.
Cancelled a reservation but later on received a receipt for a car that shows "miles driven" and a signed rental agreement that I never provided, since I never picked up the car on the cancelled reservation. Reservation #K5983955679.
Business Response
Date: 06/01/2024
Complaint ID: ********
RR#: 911133333

A review of our records indicates the reservation was not cancelled. The rental was picked up at ******, ** on 01/12/24 and returned on 01/19/24. You spoke with our **************** team on 05/29/24 and stated you picked up the car but hit a pot hole and left the vehicle at a tire shop. Our **************** team requested documentation from you, I don't show it was sent in yet. Please provide the documents so that we may review further.

Customer Answer
Date: 06/03/2024

Complaint: 21774826

The customer service representative ******* must have confused me with another caller from 5/29/24. I did not mention that I hit a pot hole and left the vehicle at a tire shop. I said that I cancelled the reservation and did not pick up the car. The *** also did not request further documentations from me.
Please see attached for the following:
- Email confirming reservation cancellation
- Receipt confirming that I was at a pizza shop in ******* around time of pick up (Jan 12, ~8pm) as indicated by the Hertz receipt

Sincerely,

*********************
Business Response
Date: 06/20/2024
Complaint: 21774826
RR#: 911133333

After additional review we have determined the rental should have been voided as you did not rent. A refund of $951.95 is being processed to your credit card. Please allow up to 10 business days for the refund to post to your credit card.
Please accept our sincere apology for any inconvenience caused.
Customer Answer
Date: 06/30/2024

Complaint: 21774826.

I am rejecting this response because: business stated full refund will be issues within 10 business days. Keeping this thread open until refund has been issued, est. July 5, 2024

Sincerely,

*********************
Business Response
Date: 07/04/2024
Complaint ID: ********
RR#: 911133333

Please accept our apology as there is a delay with your refund. The refund of $951.95 was resubmitted and will post to your account by 07/12/24.
Initial Complaint
Date:05/29/2024
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 3/29/24 rented a ***** Bolt. Mapped trip with charger finder provided by Hertz.The locations given were to TESLA stations.The charge was decreasing.I phoned Hertz (on hold for 47 min.) & requested a gas vehicle. Hertz DID NOT ask about my safety. Said if I swap cars I would be charged for a new rental. Informed that the car wasn't holding charge. He suggested that I go to another station (farther than the amount of charge left). A man heard my conversation & told me of a closer station. Went & charged for 3.5 hours. As I drove, charge went from 100 to 40% in 22 minutes. Found another station & charged the car again.Made it to my destination @ 7pm (left at 8am & this is a 4.5-5hr trip). As I drove, the charge decreased fast. Went to another Hertz provided ************ too was for Tesla. Had kids with ******* was almost 12am. A person in the gas station told me a charging station was 28 miles away. Only 18% charge left. Phoned Hertz. Spoke with ******************* Supervisor said he could see the car was having issues & he'd get a tow to the nearest charging station @ NO CHARGE. He also stated he would provide a Lyft to follow the tow truck @ NO CHARGE. Was sent a link to ****. The tow *** was closed so I had to wait until 8am the next day. Had to get a hotel. The tow truck arrived @ 10am. I requested Lyft. Lyft never came. Had to find a way to the charging station. Car was due back @ 8am but I returned it later. My concern was an extra day charge. I received my credit card ************* was charged for the tow! I was NEVER told I had to pay for the tow. The cars issue was not my fault. Contacted Hertz & was told, go online for help. Was informed by email that I needed to have paid for roadside assistance to cover the tow. Then, was told that no one authorized a tow. False! I had no way to contact a Hertz provided tow & if so, I would've had to pay on the spot. I phoned Hertz again & was told the case was previously escalated and can't be reopened. K8070510528
Business Response
Date: 06/01/2024
Complaint ID: ********
RR#: 109814611

Thank you for contacting us. Please accept my sincere apology for your experience. A review of our records indicates our **************** team issued a refund of $435.80 to your credit card on 05/30/24. It can take up to 7 days for the refund to post to your account. Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.
Initial Complaint
Date:05/29/2024
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, then I had a flat tire. I took it to a shop and they put the spare on it. I called hertz, and they told me to bring it to a shop to get a new car.I brought it to the Hertz shop in ***********. The person said they didn't have any cars. They told me that I would be re-imbursed if I brought it to mechanic and got a new tire. I said are they sure? They said yes, it would 100% be re-imbursed.I went to a mechanic and got a new tire. When I brought the car back, they told me they wouldn't
Business Response
Date: 06/01/2024
Complaint ID: ********
RR#: 940498812

Thank you for contacting us. A review of our records indicates you did not purchase the insurances for your rental. Therefore, you are responsible for the tires in the event damage is caused. Upon reviewing the information from the roadside case it doesn't state you were told you would be reimbursed. I apologize for any misunderstanding.
Initial Complaint
Date:05/29/2024
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.
************* Case # ******** RR# ********* Name: *********************** I had a rental for a 1 month+. During the rental i had to extend my rental multiple times. The location was extremely difficult to pick up the phone, i have call logs of many many unattended calls. This led to me missing the 24 hour deadline to extend the rental and at the end i was charged for the additonal days and a "Late Return Fee".I am ok with the additional days charge but am requesting the refund of the "Late Return Fee". This fee is buried in fine print and this was also triggered by the non-responsiveness of the location.Thanks
Business Response
Date: 06/01/2024
Complaint ID: ********
RR#: *********

Please accept my apology for the difficulties you experienced when trying to extend your rental. I have issued a refund for the late return fee in the amount of $87.58 CAD to your credit card. Please allow up to 7 business days for the refund to post to your account.
Customer Answer
Date: 06/03/2024

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:05/29/2024
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.
March 2024 - April 2024 I signed a contract, to rent a vehicle using the Uber partner service through Hertz rental...Weekly ever Friday $291 was supposed to be pulled out of my account, My ***** Fargo checking account.. They never pulled the money out of the account... I got concerned made phone calls to Hertz.. They said they were charging my account that day I made a phone call... Money never came out of the account... I checked my account days later...April on a Friday the car was repossessed from my home at 7 a.m.... I went Hertz rental that same day around 9 a.m to pay.... They gave me the run around for 2 weeks... The ppl at the location told to call customers service vehicle control... Vehicle control told me to call the people at the location where I received the car from that they handle the payments at the location, I informed vehicle control that I was at the location. The Hertz location said I had to wait on them to return the vehicle which already been a Week later for them to do anything... Long story short nobody never took my payment nobody never gave me a vehicle I just was robbed and I lost funds because I was using Uber as my reliable resource of income and I had a major setback because of that and I'm very hurt so my life has been delayed trusting hertz rental service.. I have lost income messing around with Hertz rental service I would like to be compensated for pain and suffering... Or I would simply like a car until I'm able to get me a car of my own I would rather use the service then not have no transportation at all... The plan was for me use Hertz transportation for 6 months save money and get me a car of my own...The recently in the month of May 26, 2024 overdraft $1,000 out of my ***** Fargo account..But never withdrawal money from the account when funds were in the account in April ******** as a mother of four I'm very devastated. And with Hertz foolishness is going to cause my household to suffer.
Business Response
Date: 06/04/2024
Complaint ID: ********
RR#: 102539010

Thank you for contacting us. Upon reviewing our records, please be advised the rental was not extended past 04/05/24. On 04/08/24 our Vehicle Control began to contact you to advise the rental was overdue. They made calls to you on 04/08, 04/09, 04/10, 04/11, 04/12. On 04/14 they spoke with you and explained the overdue rental, that there was an issue with the credit card and asked that you return the vehicle. You said you would go to the location the next day 04/15. However, the vehicle was not returned nor was the credit card issue resolved so Vehicle Control began calling you again on 04/15, 04/16, and on 04/17 they hired repossession to recover the vehicle. The vehicle was picked up by repo on 04/19/24. Your total charge was $1,408.60, however only $1,008.55 was collected, therefore there is an outstanding balance of $400.05.
We have determined this matter was properly handled.
Initial Complaint
Date:05/29/2024
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 5/18/24 I did a online reservation to rent a car at hertz Hertz Car Rental - Yonkers - ************************************************************************************************************************************** **************. Before I was getting on the bus t ago there I received the following text message from the yonkers NY hertz office "Good Morning, this is Hertz /Thrifty HLE in *******, **. You have a reservation for today. Due to the unforeseen events your reservation for a vehicle is unable to be fullfilled. You are more than welcome to change your reservation to another location by calling ************** Your understanding is greatly appreciated. Best regards, Hertz HLE"On my credit card hertz then charged me a $***** penalty for a no show pick up even though they sent me this text and had no car for me to rent. I repeatedly emailed hertz to stop and reverse the penalty fee. I even received the attached reply "Dear *****************************, Thank you for reaching out to us. We appreciate the opportunity to review your concerns. Please accept our apology for the inconvenience this has caused. Regarding your concerns, after reviewing our records, we have verified that there are no rental details. Kindly send us the correct reservation number so that we can look into it further and give you the assistance needed for this concern. Thank you for the opportunity to assist you. Your business is valued, and I look forward to receiving your response.Yours sincerely, ************Hertz ******** Services **************************************"I emailed this email in a reply telling them that there charging me ***** and I sent the reservation number but they still charged my CC. I need my money back! They charged me a penalty for no show even though there was no car per their text to me.
Business Response
Date: 05/31/2024
BBB CASE#: *********
Hertz Res#: ******************* correspondence is being sent in response to a query made by *****************************.

I sincerely apologize for any inconvenience you may have experienced. In a review of our records, I can confirm a credit in the amount of $90.50 was issued today 05/31/2024 for this no-show fee. This credit was issued back to the credit card on your account, please allow 5-7 business days for processing.

Thank you for contacting us.
Customer Answer
Date: 06/03/2024

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.