Complaints

This profile includes complaints for Hertz's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Hertz

  8501 Williams Rd Estero, FL 33928-3325

• 

  Hertz

  5405 Airport Service Rd Tampa, FL 33607-1419

• 

  Hertz

  4500 E Speedway Blvd Ste 40 Tucson, AZ 85712-5325

• 

  Eagle Automotive

  2223 Memorial Pkwy SW Huntsville, AL 35801-5621

• 

  Hertz

  Ontario International Airport Ontario, CA 91761

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:08/04/2022

  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 booked a car with Hertz on July 27th to be picked from San Diego California at Grand Hyatt hotel location. The pick up day was August 4th at 9am. The booking was confirmed by the company and the payment was collected in advance. We arrived to collect our vehicle at the scheduled time. However, the vehicle was not ready at 9am. It was not ready at 10am as well as an hour later. We wish to be compensated for this horrible experience.

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/08/09) */
  BBB CASE#: XXXXXXXX
  RR#: XXXXXXXXX
  
  Thank you for contacting us. Please accept my sincere apology for the long wait you encountered. As a gesture of our apology I have issued a refund for one day of your rental in the amount of $63.44. Please allow up to 7 business days for the credit to post to your account.
  
  Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.

• Initial Complaint

  Date:08/04/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car with hertz and they overcharged me. I rented car on July 29-Aug 2 and drove 127 miles. I used only 1/8 tank of gas. Hertz rent a car charged me for a full tank of gas, which was a gross overcharged amount of $110.00 +tax for a total of $125.71. This is not right and I called Hertz to try and resolve the issue, but they refuse to correct overcharges unless I can supply a receipt for the fuel.

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/08/09) */
  BBB CASE#: XXXXXXXX
  RR#: XXXXXXXXX
  
  We appreciate the opportunity to assist. I have reviewed your charges and can confirm you were incorrectly charged. Therefore I have issued a refund of $125.71 to your credit card. Please allow up to 7 business days for the credit to post to your account.
  
  Please be assured we will address with the local management to prevent recurrence.

• Initial Complaint

  Date:08/04/2022

  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.

  Qd0551
  I don't know how a person can walk into Uber hertz rental get a Tesla drive off with our insurance. And then I come do it the right way and told they were never paid for model 3 when you all
  We're paid and my Chp
  7 ensured the bank was paid as well. So remove the block off my account please? I only do Uber part time with rental no other reason and I work full time. I paid hertz through the bank. And my bank didn't reject anything. Please call me when get this. The only proof is that to have the bank information that it was not rejected period. I also included the Chevy Malibu payment from ascend bank. And I have not rented in months. Now the bank I have who cares you can not have an contract over period of time! Can someone do the job correctly?????

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 5, 2022/08/10) */
  BBB CASE#: XXXXXXXX
  RR#: XXXXXXXXX
  
  Thank you for contacting us. A review of our records indicates your rental dated 12/17/21 - 01/21/22 has a balance owed of $2348.30. There was a chargeback by your credit card company on 02/15/22. This happens when a consumer disputes the charge with their financial institution and the merchant doesn't receive payment.
  
  Please provide your credit card statements from January 2022 to current date for additional review.

• Initial Complaint

  Date:08/03/2022

  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 July 3rd I purchased a combination airline ticket and car rental with full coverage through Expedia.
  On July 26th I arrived at the Hertz rental desk at the Portland Airport. I was offered multiple upsells including a better vehicle, additional damage coverage, and pre-paid fuel use. I specifically declined all additional options except for the pre-paid fuel charge of 116.24. I signed for the fuel charge and was not given a receipt. Later that day I received an email receipt showing additional charges that I had not agreed to. I immediately contacted Hertz through chat and email disputing the charges. They responded that they would look into it. On 7/31 I received a final receipt for 416.56 for fuel, additional damage coverage, and roadside assistance. I also received an email indicating that I had agreed to the extra charges (I did not) and that no adjustment would be made. At the rental counter there could be no misunderstanding. I specifically declined all attempts at additional upgrades or services. I was never even offered roadside assistance, yet they claim I agreed to it.
  

  Business Response

  Date: 08/12/2022

  Business Response /* (1000, 5, 2022/08/06) */
  BBB CASE#: XXXXXXXX
  Hertz RR#: XXXXXXXXX
  
  This correspondence is being sent in response to a query made by ****** *********. Thank you for allowing us the opportunity to review your concerns.
  
  We apologize for any concern caused by the additional billing incurred on your recent Portland rental for the Loss Damage Waiver (LDW) and Premium Roadside Services (PERS). Our records show these options were accepted at the time of rental along with the Fuel Purchase Option (FPO). As we are unable to recreate the verbal conversation which took place at the rental counter, we must rely on the documentation available to us which is the signed rental contract. In this case, the contract shows these items as accepted. Attached is a copy of the contract for your review and record.
  
  However, as a one-time gesture of goodwill, we have processed a refund of the LDW and PERS in the amount of $285.09. Though processed today, please allow up to 5-7 business days for the refunded amount to be reflected on your billing statement. This timeline is not determined by Hertz, but by your financial institution.
  
  
  Consumer Response /* (2000, 7, 2022/08/10) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Company issued refund, although did not admit to their deceptive practices.

• Initial Complaint

  Date:08/03/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reserved a Medium 7 passenger SUV with Hertz on April 26, 2022 for a trip during June 29 to July 6 (reservation KXXXXXXXXXX). When I picked up the vehicle on June 29, I was told it was a 7 passenger SUV. The next morning when I was packing for the trip, I noticed Hertz provide a 6 passenger SUV. We left early in the morning, so I didn't have time to contact Hertz able this issue. When I returned the SUV on July 6, I told the sales representative about this problem, but she was unable to resolve the issue. I contacted Hertz corporation and received a reply from William Booker (**************@Hertz.com) on July 8 and he initiated a resolution case (Case Id: XXXX-XXXXXX, Hertz Cares Case Id: XXXXXXBD-19C6-4BCF-A5CA-594BXXXXXEA3) and asked me to contact him directly. I sent him a note on July 12 and a follow up note on July 18 and have not received any reply from Mr. Booker or anyone else from Hertz. I feel Hertz owes me some type of refund for not providing me with the vehicle I reserved back in April. Furthermore, I found out that Hertz inflated the rental price because it was during the July 4th holiday. Their normal weekly rental (the week following July 4th) was $443 for a similar SUV. I paid $791 for my rental over the July 4th holiday. That's nearly an 80% increase over their typical weekly rental rate. I don't see how they can justify that huge increase over their typical rental price and it boarders on price gouging the customer. Mr. Booker told me in his note "Our aim is to resolve your concerns so that we can ensure that you have an extraordinary experience on your next visit." Yet he and Hertz has ignore and ghosted my correspondences. I know these are difficult times for corporations as well as every individual, but ignoring customers is a bad business practice. I appreciate any assistance you can provide in helping me resolve this issue with Hertz. Thanks you for you time.Regards,***** *****

  Customer Answer

  Date: 08/17/2022

  As of August 17, 2022 Hertz has not contacted me directly about by BBB complaint.

  Business Response

  Date: 08/31/2022

  BBB CASE#: 67532976
  Hertz RR#: 595812980
  
  This correspondence is being sent in response to a query made by *********************. Thank you for allowing us the opportunity to review your concerns.
  
  Please accept our sincere apologies for the fact that the vehicle booked was not available. We understand that careful consideration is made when choosing the vehicle you require, and that is why we have such a wide range of vehicles available in our fleet. While we do state that a vehicle from the class booked will be available, on rare occasions, unforeseen situations arise that are beyond the branches control. This is usually caused by late returns, extended rentals, damaged vehicles etc. When it does occur, our policy is to provide a vehicle from the next available group at no extra cost.
  
  Having reviewed the details of your rental, we are concerned to see that the branch have not followed this procedure. Rest assured this has been raised with management at the branch to ensure it's addressed with all staff.
  
  With the above in mind, a refund for the downgrade has been applied to the card used on this rental. In addition, we have also refunded the Fuel Purchase Option (FPO) as a gesture of concern. A total refund of $128.77 has been processed and will show on your billing statement within 5-7 business days.
  
  Thank you for allowing us the opportunity to review this matter.
  

  Customer Answer

  Date: 09/06/2022

   
  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:08/03/2022

  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.

  Hello,
  My name is ******, and my hertz number is XXXXXXXX
  
  I made 2 reservations in my account, but for some reason, they didn't connect and I didn't get my miles for Delta. After calling customer service they told me to email you because I don't have the RR numbers, just the confirmation numbers. They are franchise offices so the rep told me that it will be harder to get the RR, and I don't have a way to speak with them because it's in another country.
  I made requests for these mid-July and got no answers.
  I again emailed and called on July 23 in order to get these reward miles, but got no answer.
  I called again Aug 4 and was hung up on after being told to call a second number.
  
  It is apparent that no one knows what to do and how to help me, but I did everything that was required of me to get these rewards. Please do your part.
  I want the miles to my Delta account XXXXXXXXXX
  My full address is: **********************************************
  
  The first rental: Confirmation KXXXXXXXXXX
  Abu Dhabi Airport - June 24, 2022 - June 26
  
  Second rental: Confirmation KXXXXXXXXB6
  Baku airport June 20, 2022 - July 1

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 9, 2022/08/24) */
  BBB Case XXXXXXXX
  Res No: KXXXXXXXXXX, KXXXXXXXXB6
  
  This is a response to ****** *******
  
  We were able to get those points added to your Delta account for both rentals for you. You should be seeing them now.
  
  Thank you for contacting us.
  
  
  Consumer Response /* (3000, 11, 2022/08/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I don't have any miles applied to my delta frequent flyers program. I also called and asked to see if they've been added, which they haven't been.
  Please let me know what's the next step
  
  ******
  
  
  Business Response /* (4000, 13, 2022/08/25) */
  
  BBB Case XXXXXXXX
  Res No: KXXXXXXXXXX, KXXXXXXXXB6
  
  This is a response to ****** ********
  
  Please note, while I may have submitted this request on your behalf, it is ultimately the decision of frequent traveler partner (Delta) to apply any eligible miles/credits/points for these rentals. As such, if your statement does not reflect the requested miles/credits/points within the next two statements, I recommend you contacting Delta directly with any inquiries concerning the status.
  
  Thank you for contacting us.
  
  
  Consumer Response /* (2000, 15, 2022/08/26) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  thanks!

• Initial Complaint

  Date:08/03/2022

  Type:Sales and Advertising 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.

  A car was rented and take off the lot in my name on july 16th per this invoice.
  I made the reservation initally, but never came to the airport and cancelled.
  Someone was allowed to take the car off the lot, drive it for 167 miles in my name.
  Apparently they did not check ID or CC information and released the car to someone.
  I am seeking a refund of all charges.

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 9, 2022/08/19) */
  BBB Case XXXXXXXX
  Res No: KXXXXXXXXB8
  
  This is a response to ***** *****
  
  Our records show that a refund of $166.50 was issued on 08/05 to the card on file. This should process and appear in your account within 7 business days.
  
  Thank you for contacting us.

• Initial Complaint

  Date:08/03/2022

  Type:Sales and Advertising 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 for weekend was charged for six weeks. Credit card company says did not because it's past master card authorization with vendor time limit
  

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 14, 2022/08/23) */
  BBB Complaint #XXXXXXXX
  Res ID# Unknown
  
  This is in response to ******* ******.
  
  I appreciate the opportunity to view your concerns.
  Unfortunately, there were no specific details included in your query and we are unable to locate your rental by name, email address or phone number provided. We would like to make a meaningful investigation into this matter but will need more information to do so. Please provide us with your 9-digit Hertz Rental Record number or your 11-digit Hertz reservation ID number (begins with J or K). Once received, we will be able to further review your concerns. Thank you for contacting us.

• Initial Complaint

  Date:08/03/2022

  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 KXXXXXXXXXX at the Queensway branch in Toronto from August 1st to August 31st for the total price of 1589.91 CAD
  I went to pick up the car after confirming with the call center and the branch was closed after taking to an agent at the call center i was informed that i need to go pick up the car the next day.
  So i went to the agency the next day only for them to tell me that there are no available cars and they will not honor my reservation and that they needed me to make a new reservation if there was an available car
  So i called the call center to complain only for them to offer me lower car classes at price point almost double the amount i agreed to.
  I am only asking for hertz to honor the reservation and provide me with a vehicle for my trip duration at the price point i agreed to.

  Customer Answer

  Date: 08/17/2022

  As Of August 17th,2022 Hertz has not contacted me or made any attempt to resolve the issue.

  Business Response

  Date: 08/30/2022

  BBB CASE#: 67533007
  Hertz Res#: ************************* 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 inconvenience caused when there was a delay in rental pick-up at our branch. We have been unable to locate a rental contract under your name or gold rewards account. We would like to ensure you are billed correctly for your rental with consideration of the troubles experienced at the time of rental; however, in order to do so we need to confirm the rental record number assigned for the rental taking place.
  
  If alternate transportation was utilized through another rental agency, please provide us with the final invoice from the other agency once the rental has concluded so that we may review for reimbursement in the difference in cost.
  
  Thank you for allowing us the opportunity to review this matter.
  

• Initial Complaint

  Date:08/02/2022

  Type:Sales and Advertising 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 had the absolute worst experience with this company in my entire life!! They keep charging my credit card without my authorization, I am demanding a full refund, I have called over 30 times and not one rep speaks clear English!!! I want a FULL refund, I never received a copy of anything related to my rental in fact the insurance company paid for the rental.

  Business Response

  Date: 08/22/2022

  Business Response /* (1000, 5, 2022/08/06) */
  BBB CASE#: XXXXXXXX
  Hertz RR#: HXXXXXXXX
  
  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 charges billed for your rental. Our records show you have been in contact with our Customer Service team who has provided assistance and a response. We show that you were billed $279.98 for your rental.
  
  Our records show your rental charges were covered by insurance for 41 days of rental however, was kept for 48 rental days. Therefore, as outlined in the Terms & Conditions of your rental contract, you were responsible for all charges not covered or authorized by the insurance company. After a thorough review, we show these charges are valid.
  
  We also show during your rental that toll roads were utilized and therefore toll charges incurred. We have attached a copy of your toll invoice from our processing partners, Platepass LLC. For assistance with toll charges, please reach out to our partners, Platepass LLC, directly at X-XXX-XXX-XXXX between 7:00 a.m. and 7:00 p.m. Central Standard time or by e-mail at www.PlatePass.com. Copies of itemized receipts and payments can be made online at www.platepass.com.