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

7,230 total complaints in the last 3 years.
2,233 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:05/21/2024
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.
03/06/2024- scheduled to pick up **** **** **** van not available and was given sub compact vehicle, vehicle not acceptable and cancelled 3/6/2024. I visited the Enterprise Rental booth in the same office and was able to rent the **** van that night and have the paperwork for review. I cancelled my vehicle with the young gentleman at Hertz and the information is available online when you type in the reservation number. I have tried to get the charges reversed off of my credit card since March. I have filed a claim with ************ and they will not reverse because the corporate office for some reason still thinks i rented the vehicle when it is clearly shown that it was cancelled. I have called the 800 # multiple times and had my concerns "escalated" without any call back, I have called and spoke with Bridge manager ******************************* at the ******************* Hertz and she states she cannot help me or reverse charges that is has to come from 800#. She declined giving me a supervisor phone number and continues to state that it is my credit card company's issue. She gave me an email to *************************************************** in which I have sent email to twice. I need help with this as it doesnt seem HERTZ wants to give me my money back, as I NEVER RENTED OR TOOK A VEHICLE OFF THE PROPERTY!!! I cancelled and signed the electronic form in the office on 3/6. Corporate office has no clue what is going on in this place!!
Business Response
Date: 05/28/2024
BBB Complaint: 21743188
RA: 987853521
This is in response to *******************************.
Thank you for contacting us regarding this matter. Upon further investigation, we have found a refund of $1034.26 was issued back to the card on file for this reservation. Please allow 5-7 business days for this to reflect. I do apologize for the lack of customer service you have received and the inconvenience this has caused.
Thank you for allowing me to assist in this matter.
Customer Answer
Date: 05/28/2024

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. I am still wondering why it has taken 2 months and and investigation by BBBfor resolution? I am discouraged that your management team at the ******************* were unable to help me at all, nor did they ever care to follow up with me. I had to call weekly and was just given the basic 888 number to call in which several excallations were submitted by phone operators.

Sincerely,

*******************************
Initial Complaint
Date:05/21/2024
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.
They tried to say we smoked in the car and charged us a smoking fee. We did not smoke in the vehicle. I don't like that they just have you drop off the keys and then charge you later. We paid $273 to book the reservation for 3 days, then they were only supposed to charge us $169 and some change but they ended up charging us $569 and some change! So we really paid $842 to rent a small car for 3 days!
Business Response
Date: 05/28/2024
BBB: 21741792
RA: 142252423
This is in response to *************************.
I do apologize for the inconvenience this may have caused you. Upon further review of this matter, we have found you were charged a $400 for a smoking fee as noted by the location. Smoke odors and other similar impurities require time and detail to remove. Thus, in such instances as with your rental, Hertz will assess a cleaning fee. With this in mind, we do consider these charges valid and no adjustments are necessary. I do apologize as I understand this is not the desired outcome.
Thank you for allowing me to assist in this matter.
Initial Complaint
Date:05/21/2024
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.
Hertz has made false and fraudulent bills and initially charged my card without authorization.I was provided a rental vehicle through an insurance company and was told at the time of signing for the vehicle that all charges would be handled through the insurance company. Hertz then proceeded to send me a bill for charges, which I did not authorize. I was expressly told and agreed to all matters being sent by hertz to the insurance company.
Business Response
Date: 05/29/2024
Complaint ID: ********
********************** RR#: H30614824
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 misunderstanding regarding the additional charges billed for the Loss Damage Waiver (LDW) on your recent rental. Our records show that these services were accepted and signed for at the time of rental. As such, the benefits of these services were extended for the duration of your rental. As these charges were outlined on the rental contract, which was signed, they are considered valid and a refund not warranted.Please find a copy of your Signed Rental Agreement (SRA) attached. It is the customers responsibility to review the terms of this documentation, which a printed copy is provided in the rental sleeve, before departing the facility.
With this in mind, we must respectfully decline your request for a refund of the optional services as they were accepted and the benefit of the service provided for the duration of your rental. While we are unable to recreate a verbal conversation at the rental counter, we must base our decision on the rental contract. Due to this,we encourage all customers to review the printed and provided copy of the rental contract before leaving the rental facility.
Adverse charge disputes do not mean the charges are not valid and in no way alleviates the renter of responsibility of these charges. The amount of $280.50 remains unpaid, because these changes are valid you will need to contact our Collections partner, ************* Services, directly at ************** to settle these charges.
Customer Answer
Date: 05/29/2024

Complaint: 21741587

I am rejecting this response because:
Your employees misrepresentations are fraudulent inducement. Ive disputed with Viking also.
Youve lost a dedicated customer-good job.
Sincerely,

***************************
Business Response
Date: 06/05/2024
Complaint ID: ********
********************** RR#: H30614824
This 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. 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: 06/06/2024

Complaint: 21741587

I am rejecting this response because:
Same as before. No change from Hertz so no change from me.

Sincerely,

***************************
Initial Complaint
Date:05/21/2024
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.
Have been a loyal Hertz customer for many years. A 10K a year account and have spent over 50K since switching over to them. My complaints are:Unable to use $50.00 coupon I received for getting over billed. ( 15 minutes early is NOT 1 Day )Unable to book online using points for free rental. Unable to get points earned as they were not applied to account at time of ************************** discount not applied for months resulting in hundreds of overcharges. Have to manually put in every time to get discount. Most recently ( please edit for public complaint **** -> RR # ********* ) had issue with payment ( bank flagged as fraudulent and told it was not ). Made several attempts to fix resulting in an unacceptable amount of personal time wasted due to Hertz poor customer service and website. Received numerous errors on website ( have screenshots ) when attempting to update with different credit card. Forced to wait 10 minutes on hold ( with horrible music ) every time to speak to staff to fix. Last contact with 1800 number told rudely "just download the app". Called ********** location 2x in past month, spoke to location manager and asked for regional manager to contact. Not ONE missed call on number provided. Told they could text # if unavailable. No text from regional manager. My records show this rental is still unpaid. I have made several good faith attempts to remedy this. Hertz does not care about big accounts. Sell any ********************** stock if you have it. You owe me for my time. 20 min *** is all it should take to update a credit card and fix this ( well beyond that now ).Can also include the issues with not getting to use points, missing points, coupon and discounts not applied at time of rental. Local Brookfield manager has made attempts to remedy and keep account but they are unable to fix this. How do you treat a 10K a year account like this ?
Business Response
Date: 05/29/2024
Complaint ID: ********
********************** RR#: *********
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 frustration caused to you with your past rental experiences and for the billing of your recent rental in ********** under contract #*********. Our records show this rental currently has an outstanding balance. At the time of return, the charge card on file ending in xx-7955 was billed $759.12. However, your financial institution did not process the payment which left an outstanding balance of $759.12 owed. Our records show you contacted our **************** and Billing teams regarding the invoice and billing and requested the charges be put on a different card. Per our policies, in order to process this request the new card would need to be included on your account in order for us to process the transfer of charges. When our agents advised of this information, we show the conversation was ended without payment being processed.
Currently, this balance is showing as outstanding. In order to settle the balance, please contact our Executive **************** team at ************ between 0700-1900h CST Monday - Friday.
Customer Answer
Date: 05/30/2024

Complaint: 21741109

I am rejecting this response because:
No resolution offered about the issues with website being unable to book for free rental using accrued points, unable to use coupon online for being over billed, no mention that their reps cannot fix issue over the phone with website not allowing new card to be added despite it being the same name and billing address, ( I have error codes of screen captures I am happy to post ) no compensation for my time being wasted repeatedly trying to resolve this issue via phone and via their online complaint system that communicates via email.
Yes HERTZ I am aware there is an outstanding balance. That was the entire point of contacting the BBB. Telling me to repeat the same steps that have not worked, while repeatedly wasting my personal time is is not a resolution to problems with your companys website nor is ignoring the other issues I have pointed out with your points booking and coupon redemption program not working online.
You have my email address and I would like to be paid for my time due to your incompetence in your company.

Sincerely,

*****************
Business Response
Date: 06/05/2024
Complaint ID: ********
********************** RR#: 105121332
This correspondence is being sent in response to *****************.
In order to further assist with retro-actively applying any discounts or credits, the balance must be settled as previously advised.
Customer Answer
Date: 06/06/2024

Complaint: 21741109

I am rejecting this response because:
At this point just saying the same things over and over will not fix the issue. If you want it paid you can CALL me ( you have my account phone # ) and make arrangements to take the card over the phone OR offer a quick resolution that won't further waste my time. I will not spend another 20 minutes on the phone with your rude and unprofessional "customer service" staff or fight with your website that just displays unhelpful error codes. I have screenshots of your website not accepting the updated card info. This is an issue on your end.
Hell you can send a car to pick me up and drop me off and I'll offer to run the credit card at the local branch if you agree pay me for my time. I am not wasting my gas on this and my time isn't free.
I have spent way too much time trying to resolve this. Any resolution will need to compensate me for my time due to your bad tech and poor customer service. I expect you to honor the coupon for the overcharge and the rest of my complaints previously mentioned. BBB is not the only "complaint department". Will happily spend more time contacting state and federal agency's about this.
Any damage to my credit history will be met with legal action as I have made numerous good faith attempts to resolve this. Again I notified the bank to approve the charge. I have attempted to update my account on your website with a new card and met with several errors after repeated attempts that again I have taken screenshots of.
I have called the local branch attempting to fix this, I have asked for a regional manager to contact me, I have emailed your offices numerous times trying to fix this, I have filed this BBB complaint and have now spent hours now back and forth with you saying the same thing, pay the bill.
Well what do you think I have been trying to do ?
The issue is on your end and is why this this is *still* unresolved.

Sincerely,

*****************
Initial Complaint
Date:05/21/2024
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 reserved a rental from Hertz for Saturday 5/18-Monday 5/20. When I arrived at the location ******************************************************************************************************* I was told I was on the do not rent list. I had no prior knowledge of this. They did not send an email or letter to me. So I was told to call. I left. I was not able to rent a vehicle per there policy so they say. Monday comes and I am charged a no show fee. When I was there. The reservation shouldnt have gone through. The customer service is horrible.if I could not rent a vehicle I shouldnt have been charged.
Business Response
Date: 05/28/2024
BBB Case ********
Res No: ***********

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

I have received confirmation that the no show fee has been refunded. Please allow up to 7 business days for the funds to post if they have not already. Please note that you were placed on Suspended Rental Privileges due to an unpaid damage claim. Please call the claims department at ************ and reference the claim number ******** for the balance and to make a payment in full.

Thank you for contacting us.
Initial Complaint
Date:05/21/2024
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 reserved a rental from 05/13/2024-05/20/2024 during that week of rental a big thunderstorm hit ***** on Thursday 05/16/2024 causing all the shortage of electricity to be without power for the charging stations for the electrical vehicle so my last use of the vehicle was Thursday. I would like my additional days refunding back to my card for Friday, Saturday Sunday and Monday. It's more than right.
Business Response
Date: 05/27/2024
BBB Case 21736772
RR No: 144307170

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

I apologize for the difficulties you encountered. I have removed the extra day to issue a refund of $73.63 to the card on file.Please allow up to 7 business days for the funds to post to your account.

Thank you for contacting us.
Customer Answer
Date: 05/28/2024

Complaint: 21736772

I am rejecting this response because: I am asking for the full refund as this company went in my account again and took additional funding and my account is negative /overdrawn. I need the full refund of ****** I have provided proof that I've attached. They rental was in their possession since the 17th of May no reason for them to go on my account and overdraft my account now its negative plus late fees. Totally unacceptable

Sincerely,

*******************************
Business Response
Date: 05/31/2024
BBB Case 21736772
RR No: 144307170

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

After a thorough review of this matter, we can confirm a previous refund of one day of rent was issued for the day you were unable to charge your vehicle. With this information we must 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.

Thank you for contacting us.
Customer Answer
Date: 05/31/2024

Complaint: 21736772

I am rejecting this response because this company keeps going in my account. They have went in my account and overdrawn my account 4 in one month. 05/13/2024, 05/21/2024, 05/29/2024 and 05/31/2024. (******, ******, ****** and *****) I need this company to fix this issue

Sincerely,

*******************************
Initial Complaint
Date:05/21/2024
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 Number ********* Transaction date 11/27/23:Rented Date 02/05/24: Return Date I was told the car was repossessed due to late drop off but I have video proof of being offered a second car after returning the car in question at the hertz *************** location. There was no repossession yet and my balance was paid in full therefore Im unsure why I myself have had my privileges for rented revoked.
Business Response
Date: 05/28/2024
BBB Case #:21740074
RR# or Res#:678649381
This is in response to *********************************.
Upon receipt of your inquiry, we immediately began an investigation, and we can confirm we have removed you from our Suspended Rental Privileges (SRP) list as of May 28, 2024, and you will have no issues being able to rent with us in the future.
Thank you for contacting us.
Initial Complaint
Date:05/21/2024
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.
Rented a car from 05/09/2024 to 05/16/2024 for the sole purpose of driving with Uber. I was unable to go online the entire Mothers Day weekend. I returned Monday for them to fix the issue I was then told that they couldnt fix but Ill be refunded for 6 days because of the mistake when I came back to return the car and inquire about the refund I was told Id have to speak to the original associate and he was working at a different location nearby I drove to the second location only to be told he just left and return to the initial location. I then went back to the place to discover the guy was never there they had him confused with someone else who was off that day. I proceeded to return the car and inquired about the refund again I was then told I may or may not get the refund all they can do is send a email to the hire *** and await their response. Late that evening I started receiving emails and text messages stating I never returned car and I was being charged late fees. The next day my bank was overdrawn as if I was charged twice when I called about it I was told they never close my rental return out and the funds have been released(I still have not received it) and Im on their suspension list Im unable to rent another car with Uber due to their negligence I never went online never seen a return in my investment only wasted time and money customer service has been another horror story I called spoke to someone named ******* she gave me a ticket number after saying she was working on the refund I was due and she would give me a called me back I called back today 05/20/2024 gave the next associate the ticket number only to discover there was no information attached to the ticket number and that there was nothing they could do that it would have to be resolved at the location at the counter this is still an ongoing issue
Business Response
Date: 05/28/2024
Complaint ID: ********
********************** RR#: 142433115
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 the provided rental information is under a different first and last name than your own. Due to customer confidentiality, we are unable to discuss a customers ********************** with a third party. If the renter named on the contract has any questions or concerns, they must contact us directly for assistance.
Customer Answer
Date: 05/29/2024

Complaint: 21739180

I am rejecting this response because: I have made several attempts to contact that location directly the phones are never answered and then its rerouted to the 1800 call center when Im finally able to speak to someone Im given the runaround

Sincerely,

**************************;
Business Response
Date: 06/05/2024
Complaint ID: ********
RR#: 142433115

I have reached out to the location management for their review. They have authorized a refund of $321.12 to your credit card for the 6 days plus applicable taxes and fees. Please allow up to 7 days for the refund to post to your account.
Initial Complaint
Date:05/21/2024
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.
Being a long time loyal customer of ********************************************* Car , i rented a vehicle for my girlfriend and I to go to ************ from ** from May 14- 25. At the rental location, i always ask the person renting to me , youre sure all levels are topped off, including , oil , antifreeze, engine coolant etc. He said yes. On the fourth day of rental in ************ the check engine light came on. After calling and re-calling their emergency roadside number, i finally was able to talk to someone. They were able to run a diagnostic on their end and saw my vehicle was at 38% oil . They recommended i put oil in, so now on my vacation i have to find an automotive store, buy oil and have someone at store put in the oil for me . We finally did find a place put the oil in, however though now my girlfriend completely freaked out about the check engine light coming on and the fact that we travel at night to avoid traffic was terrified about driving thru these barren highways in the ***** of the Carolines wanted to return the vehicle. I tried calling back roadside again and again , nobody picks up the call. We drove home on may 18, Saturday. I returned vehicle to Hertz on Monday the ********************************************************************************************* the ***** , for ruining my vacation and the fact i was given time off from work and now Im home and not on my vacation. Holden Leeds
Business Response
Date: 05/28/2024
BBB Case ********
RR No: *********

This is a response to Holden Leeds

I apologize for the difficulties you encountered. I have received confirmation that a refund of $250 to the card on file on 05/27.Please allow up to 5 business days for the funds to post to your account.

Thank you for contacting us.
Initial Complaint
Date:05/21/2024
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.
Rental Agreement Number ********* On April 8 I decided to rent a vehicle through the Lyft and Hertz Express Drive program. Although the vehicle conditions were good. My issue is with the ** charging and rental payment experience. The public chargers, that charge fast enough, are breaking down across ********* forcing drivers to wait hours just to charge. Some have to race around through traffic to even get in line. Gas cars allow you to stretch your last dollar. $ 10 is the minimum for charging Ev with an automatic charge if the account reaches ***** you have less than $ 10 you are kicked off from charging. 2 - 5 hours a day are wasted charging. If everyone has to get a Ev car, nothing will get done. The advertising from Hertz I received was misleading and false. Hertz holds the money we make driving passengers at the beginning of the week but it gets in the way when you have to make $500 just to cash out $20 to charge the car which isnt fully charged when you pick it up. Yet the contract they have prevents you from working on any other app to even make money to charge the car. I never received a sign on bonus and upon choosing vehicles to rent there was a promotion for ** vehicles claiming $80 - $120 off per week, if the current requirements were met. However my weekly payment went from $378 to $507. Also on the hertz website it says the more you drive the more you pay. When I reached out to either company, they blamed each other and advised me to contact one another. Also upon doing research, I find that drivers who rent through this program are only making $ .23 per mile compared to a driver with a personal vehicle who earns $ .65 per mile. This is contract slavery of the poor. Electrify America is supposed to be the supplier of public chargers. Their customer service is not helpful at all and the constant charging problems are affecting consumers wallets.
Business Response
Date: 05/27/2024
BBB Case #: 21739181
RR# or Res#: ************************ is in response to ***************************.
We are sorry to hear about the concerns with your Lyft rental. In review of our records, you are currently on rent. We ask you to please reach out to the ********* team to assist with your concerns while you are on rent. If you are unhappy with the vehicle, please return to the location when they open for an exchange of the vehicle and our local team will go over the charges with you as well.
Thank you for contacting us.

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Hertz is NOT a BBB Accredited Business.