Business Profile

Auto Rentals and Leasing

Hertz

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

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

7,216 total complaints in the last 3 years.
2,209 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:05/17/2024
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.
Sunday, April 21st, 2024. I rented a car from Hertz, I've only rented a car one other time in my life many years ago. He was chit-chatting and tricked me into buying extra services from them when I clearly has stated on every form leading up to picking up the car that I didn't want extra services. When I said I didn't want anything, he asked if I had my own insurance, I said yes, and he said "I got you". He said "sign here" and didn't point out that I was agreeing to pay for two extra services. This is extremely predatory. I have no problem paying for the rental car, the base fee. I do have a problem paying the extra $40 for services I didn't request.
Business Response
Date: 05/27/2024
BBB Compliant: 21651099
RA: 122310230
This is in response to *********************.
Thank you for contacting us regarding this matter. I do apologize for the inconvenience this has caused you and any misunderstanding regarding our optional value-added services. Upon further investigation into this matter, I see that the rental agreement was signed. As we cannot confirm or deny any verbal conversations that occurred, we must go by the physical evidence. In this case,as the signed rental agreement is legally binding, these charges are correct.
However, If you can provide proof of your personal insurance monetary adjustments may be considered.
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.
I had a reservation for 930a pick up on 4/26/24. The location told me they did not have a car for me at 730a 4/26/24. They told me to call the ************ Hertz number to see if they could find me a car nearby. Hertz customer service said ******************** will have a car for me. I paid for my own uber ($26.81) to get to the airport location. When I got there they said the charge would be $200 more than my reservation. Why would customer service send me to another facility to pay $200 more after I am already being inconvenienced by the previous location?? So, after they possibly understood my complaint they paid for LYFT to take me back to the ******* location where I waited another 1.5 hours for a car. I then noticed a $90.88 fee on my card that I didn't have a receipt or authorization for. So after waiting 4 hours to get my original reservation, paying for an uber to get from my pick up to the ************, then having to get sent back to ******* they still think its OK to charge me $90 for a reservation that I didn't pick up???I consider this charge theft. The lack of communication disrespectful. I am now trying to submit the only form available for issues with the support at hertz.com/contactus but the form will not submit. Due to the multiple issues and inconveniences caused to me I want Hertz to pay for my Uber that came out of my pocket and refund me for part of my reservation that I waited 4 hours for. The fact I had to come back and sit on the phone for hours trying to get these issues resolved.
Business Response
Date: 05/27/2024
BBB Complaint: 21662177
RA: 125399035
This is in response to ***************************.
Upon further investigation, I have found that this matter has been addressed and handled by our customer service team. A refund of $32.17 and $90.88 were issued for this rental. I do apologize for the inconvenience and lack of customer service you have received regarding this rental.
Thank you for contacting us regarding this matter.
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.
I want to share my concern regarding what appears to be a systemic problem in Hertz's inspection and maintenance processes. On February 17th, 2024, I rented a vehicle (Rental Agreement *********), which was intended to serve me until March 16th, 2024. Unfortunately, my journey took an unexpected turn when I noticed a small chip in the windshield beginning to split. This compelled me to return to the airport and exchange for safety reasons. To compound the situation, I was later surprised to be billed over $500 for the windshield replacement, which seemed to be due to an overlooked maintenance issue on Hertz's part. Discovering that these vehicles are being circulated without adequate windshield inspection and maintenance protocols is disheartening. Only the crack was documented upon return, while the other pre-existing chips were not documented, further indicating that tiny chips are not viewed as damage in the return inspection process, allowing these vehicles to re-enter the rental pool. Despite efforts to address this issue with your team, including pleading my case to the initial agent, I was informed that a supervisor would contact me within 10 days. Regrettably, I never received such a call. Instead, I received emails requesting payment for the windshield replacement. This lack of timely communication and resolution only added to my frustration. While I ultimately settled the bill to avoid further inconvenience, I cannot help but feel taken advantage of by what appears to be a flawed process. Improvements are needed to ensure transparency, accountability, and customer satisfaction. I urge ********************** to reconsider its current processes and implement measures to prevent such occurrences. Customers deserve the peace of mind knowing that the vehicles they rent from Hertz are properly inspected and maintained and that any issues encountered during their rental period will be addressed promptly and fairly. Thank you for your attention to this matter.
Business Response
Date: 05/29/2024
Complaint ID ********
********************** Agreement Number *********

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

We appreciate your feedback and will be utilizing your critique of our service to better improve our service to our customers. The condition of the vehicle we provide to our customers is important to us and will be thoroughly inspected. It is mandatory that all our vehicles undergo a 35-point inspection prior to being placed on the lot for rental. The chip was not noted on previous inspections of the rental.

I regret the inconvenience this matter has caused you and appreciate you allowing me the opportunity to address your concerns.
Initial Complaint
Date:05/17/2024
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.
Transaction date: 4/16/2024 confirmation number: *********** I booked my car online, using my Apple Mastercard When I arrived at **************, I was informed that Thrifty (Hertz) would not accept the same mastercard to pay for the rental, nor would they refund my $167.58. the person at the fresno desk handed me a pamphlet, highlighting two phone numbers, and telling me i could try to get my money back. i called the number and they wouldnt assist. i then reached out to customer support via ********* After dealing with a number of ***** ***** said she would get the refund posted in 7-10 business days. This was on April 21, 2024 at 6:22pm via fb messenger. I followed up 4 days ago, but havent been able to get anyone to respond via messenger. this is completely insane! i just want my money back.
Business Response
Date: 05/24/2024
Complaint ID ********
Reservation ID: ***********

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

I appreciate you allowing me the opportunity to address your concerns. I regret we were unable to assist on this reservation. After further review and consideration I have processed a manual refund for your reservation. Please allow up to 14 business days to receive your refund of $167.58.

Please be advised that when a customer Pre-Pays through a third-party source, if the rental is not completed the customer will need to contact the third party in question regarding the refund because we did not receive payment for the pre-paid reservation.

Thank you for contacting us.
Customer Answer
Date: 05/29/2024

Complaint: ********

I am rejecting this response because:
While I appreciate the first paragraphs apology and refund offer, I take issue with paragraph 2s assertion that I used a 3rd party and Hertz never received payment As though this was my fault and youre doing me a favor?! I included a copy of my receipt with the BBB complaint. I booked through the Thrifty web portal (owned by Hertz) and the receipt clearly says Hertz.
I will consider the issue resolved, if the following conditions are met: 1) Hertz retracts the 2nd paragraph and takes full accountability. 2) The refund clears. I was previously told that the refund had been issued and Id see it post within 10 business days As this never occurred, I feel it prudent to wait until your latest refund promise posts to my account, before closing out this complaint.
I hope you can appreciate my point of view here. *** spent more time dealing with this issue than the refund is worth. Im disappointed that its taken so much effort, for something so simple and fair. It shouldve been resolved at the airport full stop! I hope youll consider updating your policy for cases such as these.
Sincerely,

*******************************
Business Response
Date: 06/01/2024
Complaint ID: ********
Res#: ***********

Please accept my apology as you are correct this was not a 3rd party booking. We will address this internally to prevent recurrence. I appreciate you bringing this to our attention and allowing me to look into this further. Again, I apologize that we previously misspoke.
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.
I can also confirm that my refund has been received in full.
Kind regards, RMG
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 reserved an SUV in ******* *******. I was traveling for a family emergency. I secured the reservation online for an SUV for approximately $411.I arrived at the counter, checked in and was told to proceed to the garage. When I arrived to the garage, I saw there was no cars in this section and immediately started to cry. A Hertz employee approached me and told me her supervisor would bring me my car. He did right away. A **** I didnt ask any questions as I had reserved an SUV. When I received the bill, Hertz had charged me $1200 for an upgrade fee. I didnt even pick out the car! It was brought to me by a supervisor!!
Business Response
Date: 05/24/2024
BBB Case 21726437
RR No: 100223955

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

I apologize for the difficulties you experienced. I have issued a refund for the upgrade charge of $1,622.13 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: 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: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 prepaid $621.84 for Hertz rental which had tire damage (caused by me) and I rented a second car ($1034.57) the same day, Nov 20,2022. Prepaid Rental Agreement No: *********, second Rental Agreement No: *********. Copies of both agreements uploaded. The Hertz claims department first contacted me nearly a year later (10/2/23) to pay for tire damage ($433.64), at which point it was "too late" to resolve the refund issue. The Hertz representative, *****************************, mistakenly assumed the voucher was issued to some corporation. I sent him and Hertz ******** care the credit card statements showing I paid for the rental and that no refund was issued. The prepaid Rental Agreement shows a "voucher" of $621.84. I never received this voucher nor was the charge refunded to my credit card. I have contacted Hertz multiple times to resolve this issue, all unsuccessful, including today, when a Hertz representative insisted the records were unavailable, even for a fee. I might add that I was unaware that no refund was received until after I was contacted by Hertz for the tire damage nearly a year later. I have now been reported to a collection agency.Please contact Hertz to issue a refund (preferred) or drop the claim. After all, the claim is more than the refund due.
Business Response
Date: 05/22/2024
BBB Case 21725744
RR No: *********, 101575003

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

A full refund is not warranted as you have stated you were responsible for the damage to the vehicle. Additionally, as these rentals are over 1 year old, our systems can no longer access the billing details making a refund impossible. Please note our systems can only review billing issues for 6 months and we only hold invoices for 2 years.

Thank you for contacting us.
Customer Answer
Date: 05/25/2024

Complaint: 21725744

I am rejecting this response because:
1. The time lapse is entirely Hertz problem, since I was not contacted until nearly a year after the incident.
2. My understanding is that Federal Law requires businesses to retain records for a period of 5 years.
3. A full refund was promised by your agent. After all we're talking about a flat tire. If it had been a road hazard, I'm sure I would have been credited.

Sincerely,

***************************
Business Response
Date: 05/30/2024
BBB Case #: 21725744
RR# or Res#: ********************************** is in response to ***************************.
We can confirm there is an open case number ******** and we have requested your credit card details to assist with the prepaid reservation. Please respond to the email you received on May 29, 2024, so our **************** team can assist you further.
Thank you for contacting us.
Customer Answer
Date: 05/30/2024

Complaint: 21725744

I am rejecting this response because:

So nice talking to you today, and thanks for helping me out by accepting a corrected reply. Below is the corrected response:

BBB Response: 5-28-24

1. A full refund was offered and not able to be processed since I did not have on my person the credit card I charged for the rental.
2. The agent zeroed out the Rental Agreement with a Voucher I was supposed to receive but did not.
3. I paid nearly double to rent another vehicle.
4. Is the Hertz representative suggesting that their policy is not only to forfeit the prepaid rental, but also to pay for the damages?
5. The name on the voucher and whether is was used is the issue here. Since Hertz Holds invoices for 2 years, cannot the voucher details be obtained?
6. Interestingly, when I talked to Hertz representatives at ************ on 5/17/24 I was first informed my name was not on the Rental Agreement, and when I told the representatives I had the ** in front of me, the story changed. In Hertz internal records, whose name is on the Rental Agreement?

*********************

Business Response
Date: 06/03/2024
BBB Case #: 21725744
RR# or Res#: ******************************* style="font-size: 0.875rem;">This is in response to ***************************.
As we were not present for the conversation between yourself and our representative. I cannot attest for that conversation.However, this is a past rental so when researching the rental agreement it will default to the most recent customer associated with the ********************** agreement. Being that this is an archived rental we can review the rental agreement up to 1 year and the invoice up to 2 years. We do require a full credit card number and expiration date to process a manual refund, as our records does not save this information in any instance.
Thank you.
Customer Answer
Date: 06/10/2024

Complaint: 21725744

I am rejecting this response because I have yet to receive the refund.
Being that this is an archived rental we can review the rental agreement up to 1 year and the invoice up to 2 years.

Since the invoice is still available, please furnish a copy.

However, this is a past rental so when researching the rental agreement it will default to the most recent customer associated with the ********************** agreement.

Is Hertz stating that the same rental agreement may be associated with another customer? Please explain.

That not withstanding, you have copies of both rental agreements with my name on them, as well as credit card statements showing all charges were logged to my ***** account.

As you requested, on June 1, 2024 I mailed Hertz via **** the number of the expired card and expiration date. Both were clearly in your system as illustrated by a screen shot I sent of my account information.

I might add that the day after I accessed your system to show those cards on file, I was locked out of your system and could not reset the password after multiple attempts. Please arrange for me to be able to log in to my account again.

If you have difficulty crediting the expired (virtual) card, please just credit the ***** card you have on file.

I look forward to receiving the refund.

Sincerely,

***************************
Business Response
Date: 06/13/2024
Complaint ID: ********
RR#: 101569683
Res#: K29919222D2

I apologize for the confusion. The rental agreement number recycles yearly which is why there was confusion. I have reviewed your previous emails to our **************** and issued a refund of $621.84 to your Mastercard ending in 0619. Please allow up to 10 business days for the refund to post to your account.
In regards to your Hertz Gold account, I have verified the account is not locked and you should be able to access it. If you continue having issues accessing your account please call us at ************ so that we may walk through the process to get you access.
I sincerely apologize for your experience and the difficulties you have experienced while trying to resolve.
Customer Answer
Date: 06/23/2024

Complaint: 21725744

I am rejecting this response because: As of today, June 23, 2024, I have not received the refund. I realize it is not 10 business days from the Hertz response, but I would like to keep this complaint open until the refund is received, so I'm responding before the 10 calendar days deadline used by the BBB.

Sincerely,

***************************
Business Response
Date: 06/28/2024
Complaint ID: ********
RR#: K29919222D2

We apologize for the delay in receiving your refund. I have confirmed with our credit card department that the refund was not properly processed previously. They have reprocessed the refund and ask that you allow 3 - 5 days from today 06/28/24 for the refund to post to your credit card account.
Customer Answer
Date: 07/06/2024

Complaint: 21725744

I am rejecting this response because:
Although the July 4 holiday eliminated one of the business days, I have still not received the refund promised. Please keep this complaint open until I inform the BBB that the refund has been received.

Sincerely,

***************************
Customer Answer
Date: 07/11/2024

Better Business Bureau:

I have now received the credit card refund on this claim, so it can be closed.

Again, thanks for your help. It would not have been settled otherwise.
Initial Complaint
Date:05/17/2024
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.
The Manager and staff charged me for a vehicle they did not have. Manager stated he will process refund and would email me copy of refund on 5-16-2014 around 12:45 pm. Thirty minutes later I was emailed charges. I spent 3 hours on the phone, on hold, and the billing department eventually said they cannot email me but would contact that manager right now to close account and refund $617 in (fraudulent) charges.They did not.
Business Response
Date: 05/23/2024
BBB Case #:21722716
RR# or Res#: ************************** is in response to *********************.
In review of our records, we can confirm the location did void the contract. When the contract was voided, we released the funds on our end at that time. The funds never left your account and your Mastercard has their own hold release policies. Please reach out to them directly to find out when they will be releasing the funds on their end. we apologize for any inconvenience.
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.
I have rented/ 6 month lease a tesla from hertz to Uber in for the since October. Hertz has sold the cars out from underneath me. No less than 4 times. I was lead to believe at some point i would be getting a free week for renting so many times. I got a two email and 3 texts saying they arent billing me for last week, 0.0. They didnt charge me the day i normally get charged on Monday 2000. Tuesday may 7 hertz billed me 587 dollars which is ***** more then i should have. No email or anything explaining this, just a bill that cost me a 29 dollar overdraft fee for a charge i had no idea about. Then Hertz billed 1189 for the next week on Monday. When I went to the hertz location, to fix this issue, i have asked several times and never got a receipt or an itemized bill. ** told even by hertz on the phone that i have to close the account to see the itemize reciept. It was in the 3,000-4000 range but i dont know. Every time they had me change cars it reset my free week. And i still haven't had a free week or any discount Hertz say i could get. I have emails saying i get the discount it just comes off the total bill yet they dont send a total bill. I have never had any sort of discount on my weekly ******* dollar lease, so i dont understand how they can dangle that discount in front of you only to make you start over with new lease after they sell the car. The store has had two manager in this time. They help me get another car and fix the billing issue as long as i have 1189. I dont understand how they can billl me 3 payment in one week. When i call hertz corporate they say go to the store i lease from to get information. I go to the location they tell me to contact corporate for the itemized list or an explanation on how the discount works. I feel i have been getting the run around with no information. ********* current one ********* ******** ********* ********* ********* Are all the leases this time around
Business Response
Date: 05/24/2024
Complaint ID ********
********************** Agreement Number 837118741

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

I regret the confusion regarding the charges being billed to you. Per the Terms and Conditions of our Uber Program, the rental will be billed weekly, and an authorization hold would be applied prior to billing. After review of our records all charges billed on this rental are valid.

When the car is returned, a charge for the total amount due is submitted to your credit card company. Depending on the credit card company, there may be a delay between the time the charges are received and when the hold is released. The length of time this takes is not determined by Hertz. The card issuer is responsible for releasing authorization holds/funds back to their customers'accounts, we recommend you contact the card issuer directly. Please confirm directly with your renting location if the Tesla Uber Promotion has been honored,they can address this matter further with you.

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

Complaint: 21724740

I am rejecting this response because:
I thought I asked for a detail bill for charges.

Sincerely,

***********************
I dont understand where the receipts are? And the discount I was told would be applied where they would show up on the total receipt but I haven gotten a one. So I get several message saying no payment, then you bill me not hold like normal. Then a double payment four days later? You say you not billing then the next day you do with no explanation email, text, or phone call. So I understand you guys can charge my account without telling me? Or even providing a bill. Not to mention I still cannot access the fleet maintance to get a new set of tires. With the contract constantly changing my access to hertz fleet maintance get removed and it hasnt been added back.
Business Response
Date: 05/31/2024
BBB Case 21724740
Rental Record *********
This is in response to ***********************,
Attached is the portion of rental record ********* where the free week was applied. All other rental record information can be found on hertz.com under Customer Support, Get a Receipt.
Thank you for contacting us.
Initial Complaint
Date:05/16/2024
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.
Got overdraft by $929 supposedly because I didn't extended my rental on time when I did, the day I paid the amount of $459 which is the total amount to pay, I got charged 3 times again 2 days after I made my payment, I returned the car, I closed the contract of the rental, and my bank account still on negative -$929, I have my emails of payments being successfully charged. Basically this people are overcharging customers left and right, the day I went to return the car almost everybody there had the same issue, I called their support to get an explanation and this people had me waiting for 2 hours to talk to somebody that wasn't even a manager or supervisor, also they said that they don't have a manager/supervisor which is crazy, and now I'm resorting to this complain to get this right, and get those charges dropped immediately. Because I did my part, I paid on time every single time.
Business Response
Date: 05/23/2024
Complaint ID ********
Rental Agreement Number 115559345

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

I regret the confusion regarding the charges billed to you.

When the rental is returned, Hertz will charge for the total amount due, this charge is submitted to your credit card company. Based on our records we processed the final payment for $1375.20 on 05/02/2024 and processed the release of the $1375.00 authorization hold on the same day. Depending on the financial institution, there may be a delay between the time the charges are received and when the hold is released. The length of time this takes is not determined by Hertz and may take up to thirty days. Since the card issuer is responsible for releasing authorization holds/funds back to their customers' accounts, we recommend you contact the card issuer directly.

Thank you for contacting us.
Initial Complaint
Date:05/16/2024
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 have open case number ******** and REQ0473830 that is still open. I tried to resolve with customer service but they told me they can't help and to use the customer support email which I have been using with no response. Below are the highlights of the case. 1) I pre-booked my reservation #K81139969A2 for 9 days at the rate of 1 wk @ $210.44 and 2 days @ $28.99. total for the 9 days was $355.00 and a copy of the email was also provided in my case. 2) I was charged 1 Wk @ $291.00 and 2 days @ ***** for a 9 day total of $447.22 at the counter in ********3) When I called customer service to resolve they told me to go back to counter in ******* to receive credit. The counter in ******* said they could not issue credits and to work with customer service. I was told I would receive a credit of $4) I would like a credit of $92.22.
Business Response
Date: 06/02/2024
Complaint ID: ********
RR#: 111969351

Please accept my sincere apology for the billing error and the difficulties you experienced while trying to resolve the matter. A review of our records indicates our **************** team issued a refund of $91.41 on 05/30/24, I have issued an additional refund of $.81. Please allow up to 7 business days for the refund to post to your credit card. 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.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Hertz is NOT a BBB Accredited Business.