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.
2,223 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:05/18/2024
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.
I rented a vehicle on 5/1/24 at ******************************** to go one way to be returned on 5/2/24 at ****************************. Rental agreement #*********. Late on the 5/1, my flight from ****** was canceled by the carrier and they did not have any other available flights from ******. They did have a flight available at ********************************** instead. So I tried to reach Hertz to see about changing the return location. Hertz website stated to call the rental extension department which has listed hours of 24/7 to inquire about changing location. I called 8 times and waited on hold each time until I was automatically disconnected but was never able to speak to anyone. Since I could not reach anyone and did not have any more time to wait, I booked the flight in ************. I returned the car to the Hertz location at ***. When I did drop it the Hertz employee at PHL told me that it wouldn't be a problem to return there and sent me on my way. No extra fee was discussed or mentioned. A few hours later I received the final receipt with a $250 inter city fee. I immediately tried to reach out to Hertz via phone to discuss this fee but once again could not reach an agent. I then emailed Hertz support but did not receive a response for over a week stating that they are unable to help and that the inter city fee assessed is correct. I responded via email that I did try to contact them multiple times before the drop off but was unable to reach them. I even attached the website info where it says I can contact them 24/7 for changes. Again it took me 7 days to get a response via email again declining to resolve the issue. I am requesting to have the $250 fee refunded because if i were able to contact Hertz on their so called 24/7 line to inquire about the extra charges, I would have made other arrangements with my flight to avoid having the fee assessed.
Business Response
Date: 05/23/2024
BBB:21729919
RA: 127907102

This is in response to *************************.
Thank you for contacting us regarding this matter. I apologize for the inconvenience this has caused. As previously stated, this charge is correct according to our terms and conditions. However, for the inconvenience faced as a one-time gesture of goodwill,I have refunded $250.00 back to the card on file. Please allow 5-7 business days for this to process.
Thank you for allowing me to assist in this matter.
Customer Answer
Date: 05/23/2024

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:05/18/2024
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.
Below is the part of the email I sent to Hertz. Due to your limit on characters I have edited the full email.I rented a car on hertz.com and have an issue with your billing. I spoke to someone at your rental counter after returning and they indicated I would have to call ************** or email you. I tried calling the number your rental counter provided and the customer service person indicated that this was a number for Hertz corporate and I would have to speak with the local franchisee. I ordered from hertz.com and received a confirmation from Hertz. At no point on the website or the confirmation was I informed that I was not renting from hertz, I was renting from another party and would have to deal with them.2.When picking up the paperwork on 5/13 I was told that I would have to inspect the car and speak to someone if there was an issue. I picked up the paperwork at 3:21 PM, walked to the lot to pick up the car, inspected the vehicle, and found some scratches that I wanted documented. There was only one Hertz rep there and he was dealing with someone else. I went to see him, and asked me to move the car closer. Then I waited until he was done with that customer. I did not keep track of the time, but my guess is that it was close to 4 PM before I left the rental lot. I dropped it off at approximately 3:45 PM( I am not exactly sure of the time but it is very close to that and many minutes before 4 PM). I had to find your return rep, who was sitting in his van eating something, and was told I was going to be charged $26 plus fees($32.21 total) for an extra hour. I went in to discuss it with your rental counter and was told they could not do anything and I should contact corporate. When you consider the time I got out of your lot on 5/13 and the time I returned it on 5/15, I dont think it was over 48 hours.
Business Response
Date: 05/24/2024
BBB Case #:21729753
RR# or Res#: ************************ is in response to *******************************.
In review of our records, you picked up on May 13, 2024, at 3:21 pm and returned May 15, 2024, at 4:00 pm. This did add an extra hour charge in the amount of $26.00 plus tax. The charges are correct, and no refund is warranted.
Thank you for contacting us.
Customer Answer
Date: 05/24/2024

Complaint: 21729753

I am rejecting this response because:

As I stated previously, 3:21 PM is the time I checked in with your customer service station, not the time I received the car and drove off the lot. There were scratches on the car, and I had to discuss this with your customer service person. He was busy with another customer, therefore I had to wait for him. He documented the scratches and I asked for a copy of the documentation but was told that I could not get a copy. In addition, the car was not returned at 4PM, it was returned before 4 PM. . When I dropped off the car, I was told that there was a charge for an extra hour and if I objected, I would have to discuss it with your customer servce team in the building. I discussed it with them and they entered 4 PM as the drop off time, although it was dropped off earlier. To the best of my knowledge, I the car was off the Hertz lot for less than 48 hours.

Sincerely,

*******************************
Business Response
Date: 05/30/2024
Complaint ID: ********
RR#: L64623565

The rental location has advised a refund of $32.21 for the extra hour was processed by the location manager on 05/20/24. It can take up to 7 business days for the refund to post to your credit card. Attached is the corrected invoice.
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:05/18/2024
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.
Business overcharged my card, I called the card company twice to cancel their payment and then they charge a 3rd time. I have $1300 in credit card charges on a $630 rental for two weeks. I havent seen a receipt. Their receptionist at the local office is completely unhelpful even though she admitted at least twice that they made a mistake and told Me she would contact her manager to try to figure it out. Im just beyond annoyed with this company.
Business Response
Date: 05/24/2024
BBB Case #:21729529
RR# or Res#: ************************ is in response to ***************************.
In review of our records, you were due to return to *******, **; however, you returned to ******, AL. Per your signed rental agreement any changes to your contract can affect the charges. With the rental being returned to a different location a drop fee was added. The charges are correct, and no refund is warranted.
Thank you for contacting us.
Initial Complaint
Date:05/18/2024
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 ****** RAV4 from ************* (Hertz) rental from 11/17/23 - 11/26/23. Rental number 23-0515999. I did not purchase their insurance. We drove the vehicle without incident and returned the vehicle before their counter was open for the day due to an early flight. Little did I know, they would pursue me for "damages". This likely occurred because I did not purchase the insurance and could not fight a claim of damage since I did not take pictures of the car before and after the rental ******* learned). If you read their ****** reviews, you will see this company routinely charges clients for damages when they don't purchase the insurance and cannot prove damage was not done by them. In my case, the picture they sent of the "damage" was barely a door ding (again we had no incident with the vehicle and I saw no such damage). They pursued me for over $500, and since I could not prove I did not do the damage and Hertz would not step in because this is a third party licensed location, I ended up paying a third party claims company they sent after me (PurCo),I would like this location investigated for fraud and the amount I paid ($511.33) to the third party PurCo (Claim Number ******) to be reimbursed to me. What they are doing is scamming their customers who have done no damage to the **********************, but are prone to this practice of damage claims if they have not taken diligent documentation of the vehicle before and after (which may or may not satisfy them anyway).
Business Response
Date: 05/30/2024
BBB Case #: 21729260
RR# or Res#: ************************ is in response to ***********************************.
After a thorough review with our Rapid City, SD location, the damages were confirmed at return and are valid. Please reach out to Purco to resolve the damage claim.
Thank you for contacting us.
Customer Answer
Date: 05/30/2024

Complaint: 21729260

I am rejecting this response because:
This response is typical of the organization and deflects to a third party. I will continue to urge all those I know in ********** not to use Hertz and to recommend to others to avoid Hertz due to their fraudulent damage claim practices.
Sincerely,

***********************************
Business Response
Date: 06/02/2024
Complaint ID: ********
RR#: L71176372

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.

Thank you again for contacting us.
Initial Complaint
Date:05/17/2024
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 Friday, May 18, I rented a car from the Hertz ************************************************* Location. In the process of the rental, I was asked if I would like the Standard or Premium package. For additional products. I was not given an option to waive all additional products when asked and I was not shown any breakdown of what standard or premium included or cost. This incurred me an additional $****** on my rental record that was not disclosed to me, nor was I asked to sign for. I have never rented a car and not been asked to sign for the additional products. This employee was using predatory practices and acting in bad faith in order to increase their sales rate. I would like hertz to furnish copies of the rental contract showing my signature for EACH additional product and if they cannot furnish record that they communicated the cost and type of each product and a unique signature for each additional product, a full refund for the ****** of additional products that were added to my rental record in bad faith. Rental Record # *********
Business Response
Date: 05/24/2024
Complaint ID ********
********************** Agreement Number 146931886

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

I regret the inconvenience this matter has caused you. After review of the Signed Rental Agreement I am showing you accepted the Loss Damage Waiver, and the ******************* Supplement. However, after review and consideration I have issued a refund for the added services. Please allow 5-7 business days to receive your refund of $225.01.

I appreciate you allowing me the opportunity to address your concerns.
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.

Sincerely,

***********************
Initial Complaint
Date:05/17/2024
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 booked a car rental at 2:30 PM on 05/13/2024. Upon arrival, I was told that there were no cars available, and that I could either cancel or, if I was willing to wait a few hours, maybe one would become available. I cancelled, and then was charged $46.99 as a cancelation fee. I was scammed by Hertz Rent a Car.My confirmation number is K85724475D9.
Business Response
Date: 05/24/2024
BBB Case #:21728880
RR# or Res#: ************************** is in response to *********************************.
In review of our records, we can confirm the refund for the no show fee was processed and you were advised under ************* case ********. When a reservation is not canceled or picked up the system will automatically charge a no-show fee. We apologize for this experience and a vehicle was not available when you arrived. We can understand waiting a few hours for a vehicle to possibly come available may have not been something you were able to do.
We hope you will continue renting with us in the future and give us another chance to provide the customer service experience ********************** is known for.
Thank you for contacting us.
Customer Answer
Date: 05/24/2024

Complaint: 21728880

I am rejecting this response because:
I believe that there was an attempt to scam me. I never was refunded by Hertz; I had to make a claim through my bank as seen in the attached photo. This is not something that I am satisfied with because of the trouble I was forced to go through with Hertz, with my bank, the money I spent on uber to and from the rental agency and the time wasted. This is a very obvious bait and switch and this company tried to scam me like they've scammed many others. I'm not happy because once again, Hertz will face no repercussions beyond a simple fake apology.

Sincerely,

*********************************
Business Response
Date: 05/29/2024
BBB Case #:21728880
RR# or Res#: ********************** is in response to *********************************.
I do apologize you have found our previous response unsatisfactory. I do apologize for the inconvenience this has caused. Upon looking into this rental, I can confirm a refund of $46.99 was issued as previously advised.
Please know your concerns have been taken into consideration and review. We truly value customer feedback as that is how we grow and improve as a company.
Initial Complaint
Date:05/17/2024
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.
This is in response to hertz customer care case #*********** was referred to hertz through State Farm. We was in an accident and State Farm sit up a rental through hertz while our car was being repaired. The rental was sit up through State Farm only thing we had to do was show up to pick up the car and give them a credit card in good faith that we would return the suv. Once our car was repaired, the body shop instructed us to leave the rental there for hertz to pick up, at this time the suv has approximately 3/4 full tank of gas. Hertz charged our credit card $125 for fuel and $21 dollars for tolls. We was never told anything about the *** hertz customer service now tells us we declined nor the pre payment of tolls, like I said everything was sit up through State Farm. The $125 and $21 is far excessive charges and these fees and charges where not up front nor authorized by us.
Business Response
Date: 05/24/2024
Complaint ID ********
********************** Agreement Number H33014693

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

I regret the inconvenience this matter has caused you. After review of the Signed Rental Agreement I am indicating you acknowledged and accepted our Terms and Conditions. I am showing the vehicle was provided to you on a full tank and returned on a fuel level of 20%.

All toll charges are applied to the Credit/ Debit card, provided for the rental, within two weeks of the rentals completion. The administrative fee, $15.00 per toll, is assessed for each toll charge the administration fee will not exceed $90.00 per rental. This information is provided in the Terms & Conditions as listed in your Signed Rental Agreement on Page 4 and 5. Based on our records the toll charge and fuel charge billed are correct and no adjustment is due.

I appreciate you allowing me the opportunity to address your concerns.
Customer Answer
Date: 05/28/2024

Complaint: 21728259

I am rejecting this response because:
This rental was booked by my insurance company. I was asked to sign one time and provide a credit card to insure return. The suv has close to a full tank of gas and a being charged excessively. I never have any permission to charge my car for any charges. The vehicle was returned. These charges are excessive and unauthorized.

Sincerely,

***********************
Business Response
Date: 05/30/2024
BBB Case ********
Reservation Record H33014693

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

Although I understand this is not the outcome you were anticipating, the charges are considered valid and will stand.

Thank you for contacting us.
Customer Answer
Date: 05/30/2024

Complaint: 21728259

I am rejecting this response because:
I have noted and submitted receipts for the fuel I purchased and I will be rejecting and leaving this matter open so that future customers know the excessive and fraudulent charges your company imposes on their customers. I will also make my insurance company aware of this issue in hopes they never use your company for their customer. I will also be filing a dispute for all charges with my credit company since your company shows terrible customer service and refuses to right the wrongs done by your company.
Sincerely,

***********************
Initial Complaint
Date:05/17/2024
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.
Ref rental #********* **************** case: ******** Today (5/17/24) i returned a vehicle and my receipt showed i was significantly overcharged.Statement of facts Reservation location: ********** ****** Reservation Details: Manager Special EV with 1month duration @ $800 per month Arrived to pickup vehicle May 8 @ noon ct Same designated time of reservation.Manager ******* informed me the location had no EVs and gave me small sedan, the only car available Returned vehicle May 17 @ noon ct Was charged for 1 month EV rental @ $800 Vehicle upgrade @ $135 Total w/ tax @ ******* Called customer service May 17 @ 1pm ct Spoke with Suzie ********* 1) Charged for duration long than was in possession 2) charged for upgrade when a downgrade was received, and president ****** member should not be charged for upgrade even if there was one 3) charged for EV when a small sedan was received ***** informed me i would be refunded only for the upgrade and duration overcharges.She stated i would still be charged for EV even though i received a small sedan She stated that i must contact manager ******* and get her to agree to refunding the charges for vehicle downgrade.***** declined to let me speak with any manager or escalate further ***** stated it was my responsibility as the customer to ensure the pickup location has the vehicle class reserved and available onsite.Current charges are $382 for a small sedan and 9 day rental.An acceptable resolution from my perspective would be charges reduced to a small sedan for the 9 day duration, which would come to $239.
Business Response
Date: 05/24/2024
Complaint ID ********
********************** Agreement Number 141692390

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

I appreciate you allowing me the opportunity to address your concerns. I regret the inconvenience this matter has caused you.After review of our records, a refund for the additional days billed, and the upgrade fee has been refunded in the total amount of $625.11. Please allow 5-7 business days for funds to post.

Thank you for contacting us.
Initial Complaint
Date:05/17/2024
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.
Re: rental record ********* To Whom it May ********* just turned in my rental at *********** and am distressed to be unable to receive any customer care when a problem arose. As I pulled into the return area, an agent **** a circle in the low part of my windshield, just above the dash. I had no idea why she did it and figured it was to mark the car as returned. As I exited the car she said there's a scratch there. I was astonished because there was truly no impact or injury to the car while it was in my care. She said she didn't work for Hertz and there was nothing she could do. I was worried so I went to the Gold counter and the lady there said I should speak w the manager at the rental counter. The agent at the counter and he said there's no role for the manager; managers couldn't do anything about this. I explained Hertz' own agents referred me to the manager. The agent went in the back and came back out saying the manager was in a meeting for 20 min. I said I'd wait. When I returned to the desk at least one agent walked right by me and disappeared in the back. Ultimately one agent nearly walked by me before asking if I needed help. I said I'd returned to speak w the manager. He went in the back and said "The manager told me he's still in a meeting". He told me the manager's name is ****. Faced with potentially missing my flight, I have no option but to write this report. I can't tell you how upsetting it is to have an experience like this at the end of a trip, then to find there is no ************* to speak of. Again I attest no part of car was impacted or injured when it was in my care. I'm sure I didn't notice the scratch when I picked up the car; indeed I didn't see it even after it was circled. The lady had to explain why she placed the circle there. Thank you for your understanding. After years of renting from Hertz, it's hard to imagine doing so again and running the risk of having this happen at any point in future.
Business Response
Date: 05/28/2024
BBB Case ********
RR No: *********

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

Rest assured, upon my investigation I found that we have not received any claims for this rental nor were any damage charges added to your bill.

Thank you for contacting us.
Initial Complaint
Date:05/17/2024
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.
I rented a vehicle from Hertz from 2/20/24-2/22/24. We checked out the vehicle at 12:34am and the total i was given upfront was $167/02. i was ultimately charged $250.55. I contacted the company on 3/1/24 and they stated that i returned the vehicle late, which was at approximately 4am. Our flight departed from *********** at 6am on 2/22/24 and we would be dropping it off upon arrival at the airport (2 hours prior to departure). We clearly informed them of this upon picking up the vehicle. The customer service rep I spoke with stated that they would issue a refund of $83 for overbilling for an additional day. After not receiving a refund, I called back on 3/14/24 and spent 32 minutes on the phone. The customer service rep was extremely rude and argumentative and stated that the company overturned the decision regarding the refund and that they would not have notified me of this. She provided me no other options at this time and stated that she could submit another request, but it would just be denied again.
Business Response
Date: 05/24/2024
Complaint ID ********
********************** Agreement Number 969518653

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

I appreciate you allowing me the opportunity to address your concerns.

I regret the inconvenience this matter has caused you. After review of our records I am showing you were billed for an additional day. I have adjusted the charge and a credit of $75.94 will reflect in your account within 5-7 business days.

Thank you for contacting us.
Customer Answer
Date: 05/24/2024

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.