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

7,221 total complaints in the last 3 years.
2,238 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:05/23/2024
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 reserved a car through Hertz in ************, ** and I am a Gold Member, which doesn't mean anything when trying to go to my son's graduation in ***********. I arrived at the location and the agent that was assisting me asked for my ID and credit card. He then began to tell me he was having computer issues and assured me he wasn't running my card. Needless to say, my card got ran 3 times, I'm out $637, there's no car, and I will not be at my son's graduation! Thanks, Hertz, for ruining everything!!
Business Response
Date: 06/04/2024
BBB Case 21749520
Res No: K85322317D5

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

I apologize for the difficulties you encountered and erroneous billing. I have issued a refund of $637 to the card on file. Please allow up to 5 business days for the funds to post to your account.

Thank you for contacting us.
Customer Answer
Date: 06/04/2024

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:05/22/2024
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.
Hertz rented a car to someone using my account and Possibly my name at the **********, ********** location. I did not rent a car nor have I ever been to **********. The person did not bring the car back, so they started sending me letters about bringing the car back. I cant bring back something I never had. They charged my credit card $1289 and tried to charge more even after i told them and explained everything. I have can cancelled the card but i definitely would like a refund. I have contacted the police locally here in ******* and filed a report.Hertz gave me a case number and said They would investigate but I have yet to hear from them. I Called this afternoon and the person on the phone said they cant see where anything has been done. I asked to speak to a manager and was told there wasnt one availablethey put me on hold and then said one would call me back before the close of business. They did not. It is very frustrating. I will say that the lady I spoke with on the phone at the ********** location was helpful.but everyone else has been anything but.
Business Response
Date: 06/12/2024
Complaint ID ********

This is a response to *********************.

I regret the inconvenience this matter has caused you. After reviewing our records this rental agreement was not billed, and was only open for 1 minute, until the contract was closed out with no charges being billed.

Thank you for allowing me to address your concerns.
Initial Complaint
Date:05/22/2024
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.
Rental record # ********* Hello, My wife went to pick up a car on May 4th and upon arrival, found her name and the spot of the car and walked to that spot to find there was no car.She went inside and the lady behind the desk told her to go to a different spot number because her car wasnt ready. Upon walking back out, the car in the original spot (which we ordered) was parked there, so she got into the car. Upon trying to exit, my wife was told to turn around and return the car and was talked to in a disrespectful and unacceptable manner.Dont you listen? I told you to go to spot # -We are Gold members and only thought our car was delayed and arrived going back out.When she was leaving from the desk, the next customer asked how she was doing and she exclaimed irritated!I filed a complaint the same day and received an email on May 8th saying someone would call, and no one has.For as much business as we send to Hertz, and being disrespected by the representative AND management for not calling us unacceptable.We hope someone does something to remedy and resolve this issue as soon as possible. Waiting over two weeks for a resolution is ridiculous.
Business Response
Date: 05/29/2024
Complaint ID ********
********************** Agreement Number 129474936

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

I appreciate you bringing this matter to our attention. Please accept our sincere apologies for the experience you had on this rental. There is never a reason for a Hertz employee to be rude or disrespectful and any unprofessional behavior will not be tolerated. I also regret the situation was compounded by the negative attitude of our representative, who failed to handle the matter in a courteous and professional manner.

This feedback has been provided to our location Branch Manager for internal review and to take the necessary corrective actions. I have added 980 points into your Five Star loyalty account as a gesture of our goodwill.

Thank you for allowing me to address your concerns.
Customer Answer
Date: 05/29/2024

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,

*******************
Customer Answer
Date: 06/06/2024

Complaint: 21749094

I am rejecting this response because:

Ive been checking the Hertz account and the points dont seem to have been credited to my wifes account. Can we find out when thats supposed to happen?

Business Response
Date: 06/11/2024
Complaint ID ********
Rental Agreement Number 129474936

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

I have confirmed that the points have been added to your wife's account. I appreciate you allowing me the opportunity to address your concerns.
Initial Complaint
Date:05/22/2024
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.
Record locater ********* Reservation Number K8584317774 I was charged a fee on my rental for $144.43 as well as taxes on that fee of $29.97 for what was under the fuel category. I did not agree to pre pay fuel as I never do on my 100+ rentals per year. I also returned the car 100% fuel at a gas station across the street from the airport when I was returning. I spent 3 hours of my time trying to resolve this with hertz and could not get anyone who could help. I was told I need to fill out a form online which I did and have had no response in 3 days. I also had mentioned it in a survey and asked for someone to contact me which has not happened. Considering my loyalty and how much I rent I am extremely upset that these issues keep happening with hertz.
Business Response
Date: 05/29/2024
Complaint ID ********
********************** Agreement Number 146007352

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

I sincerely apologize for the inconvenience you have experienced. In a review of our records, I can confirm a credit in the amount of $174.40 was issued today 05/29/2024. This credit was issued back to the credit card on your account, please allow 5-7 business days for processing.

We appreciate the time you have spent in reaching out to ***
Customer Answer
Date: 05/30/2024

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:05/22/2024
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 reserved a midsize rental car at the ************* from 5/1 - 5/15. As a gold member I selected a KIA ***** Upon return I noticed that I had been given 2 different rental records one for the correct amount and the other ********* for an amount of ******* USD. I proceed to the counter to get an explanation and resolution Mind you I had a flight to catch. 45 minutes later, long story short, they said it was an error and the I would be refunded immediately, They asked for my cc so they could reverse the charges and supposedly ran it on 5/15. However, as of today still being reflected on my AMEX as a charge. I have been given several different numbers including the Tampa airport counter and all I get is an automated message each time that the wait time is 10 minutes although I wait for over 20 minutes each time, and NO ONE BECOMES available. In parallel I have sent an email inquiry but 3-5 days to wait is unreasonable for a situation that should of been resolved on 5/15. Now I have 2 charges on my AMEX!!!! They need to fix this asap it has caused must time wasted,frustration and stress. TERRIBLE that you can not speak or work with an employee that can fix this.
Business Response
Date: 05/29/2024
BBB Case 21747597
RR No: 127971141

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

I have received confirmation that the amount of $7,026.97 has been refunded to the card on file. Please allow up to 7 business days for the funds to post to your account if they have not already.

Thank you for contacting us.
Initial Complaint
Date:05/22/2024
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 have rented hundreds of cars from Hertz for business and pleasure, being a gold member for ********************************************************************** rentals. I rented a car in ***** agreement *********, then received a $874.91 bill claim ******** for a cracked windshield Ridiculous.. which I DID NOT do, when I picked up the car it was in a dark garage and didn't see it until I was out in the sun.. now my fault for not taking a picture as I was in a hurry. I called and I was honest, I didn't do it but it was there.. my complaint is after being a long-standing customer you are going to charge me $583.94 for a windshield which I doubt is your cost, $90.97 for diminution value (please) and more outrageously a $200 admin fee???? I didn't cause any damage to the vehicle and windshields should be considered normal wear and tear, unless you smash it? I would like at minimum for my long-standing history of being a loyal and safe drive to not charge a $200 admin fee?
Business Response
Date: 06/06/2024
BBB Case 2174738
RR No: 102534515

This is a response to ***********************.

After a thorough review with the locations management team, they have advised they will make the adjustment.

Thank you for contacting us.
Initial Complaint
Date:05/22/2024
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.
On 4/29/24 I picked up a rental vehicle at ************************************. I arrived and found my name on the board to select any vehicle in a certain row (Gold) as I am a gold status member. Upon selecting my vehicle I exited the facility. As I exited I found the attendant at a booth to show my ID to. I provided my ID and exited the facility. I returned the vehicle 3 days later as scheduled. Upon returning the vehicle I was emailed a receipt which indicated that I requested or accepted Roadside Assistance which is not the case. This rental was for a business trip and we are not allowed to accept any of the offered services including fuel, roadside, or insurance. I contacted hertz and tried to remedy the situation but have not had any luck in getting the charge removed. Looking at all of my past bookings will confirm I never accept these services and was never offered the service. The attendant may have added it and not made me aware of it, especially if they receive commission for selling these features. I need this removed before my company will process the travel reimbursement. I did not, have not and will not ever accept these additional offerings and feel that someone at hertz added this charge either to benefit themselves or on accident. Please reverse this charge.
Business Response
Date: 05/30/2024
Complaint ID ********
********************** Agreement Number 126761600

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

I sincerely apologize for the inconvenience you experienced with being charged for our Premium ************************** (PERS) additional coverage option. I have issued a credit in the amount of $45.75. This credit has been issued back to the credit card on your account, please allow 5-7 business days for processing.

Thank you for reaching out to ***
Customer Answer
Date: 05/30/2024

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:05/22/2024
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 made a online reservation for ***** a.m. on Wednesday 21rst. Got to location at 10.10.a.m. there was a gentleman taking care of customer.very slowly. Waited for more than an hour and when it was my turn , he asked me if I made the reservation the same day.. I said yes and he told me that he can't help me because, there were people that made reservations days before and will see at the end of day if he will help then. I tried to cancel but Expedia told me no refund because pick up time ha pss already. I wanted so much time didn't get a car and still I'm loosing $121.20.
Business Response
Date: 06/11/2024
BBB Case 21747026
Reservation Number Unknown
This is in response to ***************************,
No reservation number or location for the rental was provided for review. If you prepaid directly to Expedia, they are welcome to contact us direct at ************ to confirm you were not able to pick up a car. That is normally the only way the third party sites will issue a refund.
Thank you for contacting us.
Customer Answer
Date: 06/12/2024

Complaint: 21747026 I am rejecting this response because: I lost my trip to LA to pick up my wife. She had to spend money for staying 1 more day and night, and not even an apology and explanation.

Sincerely,

***************************
Business Response
Date: 06/14/2024
Complaint ID: ********
Res#: Unknown

I sincerely apologize for any inconvenience caused. So that we may properly respond, please provide the reservation/confirmation number that begins with the letter "K" or the city/state of the rental location and the pick up date.
Customer Answer
Date: 06/17/2024

Complaint: 21747026

I am not rejecting this response.
Hertz
Confirmation: #K8661762840

Sincerely,

***************************
Business Response
Date: 06/20/2024
BBB Case 21747026
Res No: K8661762840

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

Although our reservation system is designed to provide a vehicle at the time and place requested, situations can sometimes develop that prevent us from honoring a reservation. This is usually caused by late returns, extended rentals, damaged vehicles etc. Due to this, reservations made on the same day of the anticipated rental may not be able to be fulfilled due to last minute changes in our inventory. We regret any inconvenience this may have caused.

Upon my review I found that your reservation was booked through Expedia. Please be advised that Hertz did not receive any payment for this third-party booking and you will need to contact Expedia directly for any compensation. I apologize for the inconvenience.

Thank you for contacting us.
Initial Complaint
Date:05/22/2024
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 made a reservation with the confirmation#K7490197420. When I went to the DTTN41 location (Centerline, ********), I was told that there was no minivan available. I was shown a 7 passenger SUV/vehicle in the front of the building to see if it would meet my needs. I told the individual at the desk that I prefer a minivan but if that is not possible, I will take the 7 passenger SUV/vehicle. They told me that I can take the 7 passenger SUV and drive to the ********************* Hertz location to swap for a minivan. When they asked me to go outside to complete the rental, I was no longer presented with a 7 passenger SUV, but a 5 passenger SUV. At no time was I told this is not a 7 passenger vehicle. I was told that I would have to go down to the *** Hertz location to make a "swap". They proceeded to give me the paperwork with the reservation number of K6984089263. I drove directly from the Centerline location to the *** location. When I arrived at the *** location told me that I needed to call the Centerline Hertz location because their fleet was sold out and that it was a Centerline location problem to solve. I called the Centerline location while at the *** location and complained. The Centerline location told me that they will call me back when they find a solution. There was no phone call back to me. I proceeded to drive back to the Centerline location and returned the vehicle as I have no use for a 5 passenger vehicle. The Centerline location charged me $77.72 for one day of rental under the reservation: K6984089263. I asked for a refund but they told me that I needed to reach out to the Branch Manager who was *************************. I called the phone number and no is picking up. I want to formally request a full refund as I was provided a vehicle that I didn't need, told to go to another location to "swap" out the car, wasted three hours of my time, and then to eventually get billed for the vehicle. This is unacceptable and I am requesting a refund on my credit card.
Business Response
Date: 05/29/2024
Complaint ID ********
********************** Agreement Number 149096791

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

I sincerely apologize for the inconvenience you have experienced. In a review of our records, I can confirm a credit in the amount of $77.72 was issued today 05/29/2024. This credit was issued back to the credit card on your account, please allow 5-7 business days for processing.

We appreciate the time you have spent in reaching out to ***
Initial Complaint
Date:05/22/2024
Type:Customer Service 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 have requested a name change since the beginning of April. The company has not completed this change even after several emails to this request. I have contacted customer service to only get a run around about the changes.
Business Response
Date: 05/29/2024
BBB Case 21746485

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

Rest assured, upon my review I have confirmed that your name has successfully been changed on your loyalty account.

Thank you for contacting us.

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Hertz is NOT a BBB Accredited Business.