Complaints

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

close

Find a Location

Hertz has 2069 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Hertz

  8501 Williams Rd Estero, FL 33928-3325

• 

  Hertz

  PO Box 31166 Tampa, FL 33631-3166

• 

  Hertz

  2905 N 32nd St Fort Smith, AR 72904-4202

• 

  Hertz

  114 International Way Huntsville, AL 35824-0000

• 

  Hertz Corporation

  2300 N Airport Blvd Springfield, MO 65802-7536

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:07/29/2022

  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.

  My husband rented a car with Hertz in May, picking it up in Brooklyn (location # XXXXXX) and delivering it back in Philadelphia ((location # XXXXXX). No damage was done, the car was checked before and after by him and the service people. 2 months letter we receive a claim that there was damage done with an image of the car that is not how it was when my husband had it. We did not get the "extra insurance" they use to make extra $, since our credit card covers these issues. My husband had the credit card handle it, and they paid the claim even though we did not damage the car. It is a scam for the rental company to make more $. The amount was $1493.62. The claim number is XXXXXXXX. (This happened once before when the rental company claimed there was a scratch on the top of the car when the car had been in a covered garage the whole time. I am appalled that these car rental companies are getting away with this repeated scam.)

  Business Response

  Date: 08/08/2022

  Business Response /* (1000, 5, 2022/08/03) */
  BBB Case No XXXXXXXX
  
  
  This is a response to ******* *****:
  
  I appreciate you for bringing this to our attention, and I would also like to apologize for the inconvenience this may have caused you.
  
  I am in the process of investigating this further with our Damage Claims Department. While I wait a response from our claims team, please provide us with any supporting documentation you may have and your Rental Agreement number to help ensure a resolution to your concerns.
  
  Thank you for contacting us.
  
  
  Consumer Response /* (3000, 7, 2022/08/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am waiting for a resolution. The service rep and my husband found no damage to the car when it was returned. 2 months later, they send this claim.
  
  
  Business Response /* (4000, 9, 2022/08/04) */
  BBB Case No XXXXXXXX
  
  
  This is a response to ******* *****:
  
  Thank you for your patience while I investigated this matter for you.
  
  Our Damage Claims Department has informed me that claim number XXXXXXXX will be getting closed as response to their own investigation. Therefore, Hertz will not be collecting any funds on this claim.
  
  Thank you for contacting us.
  
  
  Consumer Response /* (2000, 12, 2022/08/05) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They are not collecting $ since damage did not occur with us. We will forward this to credit card company.

• Initial Complaint

  Date:07/29/2022

  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 vehicle from this location on June 11, 2022 and returned it June 18, 2022. Upon returning the vehicle they pointed out there was a small hole on the bumper and I never damaged the vehicle. The agent told me Hertz would contact me if they were going to seek money for damages and they never did until I received a notice from collection agency asking for $2100. Prior to this I had emailed and called without any response or help. I feel I've been treated poorly and ignored. I spent 4 hours trying to talk with someone from Hertz and kept being transferred to departments that wouldn't help. I'm now being harassed to pay for damage that I never did
  

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 10, 2022/08/12) */
  BBB CASE#: XXXXXXXX
  Thrifty RR#: XXXXXXXXX
  
  This correspondence is being sent in response to **** *******. Thank you for allowing us the opportunity to review your concerns.
  
  We have confirmed with our Claims Management Offices that the claim has been closed as of 08/10/22. Thank you for allowing us the opportunity to provide assistance.

• Initial Complaint

  Date:07/29/2022

  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.

  The Confirmation Number is KXXXXXXXXXX. We rented a car with Hertz on 7/22/2022. When we were picking up the car at the Hertz location, we found that the registration for the vehicle has expired. We requested a physical copy of the valid registration but the request was rejected on the scene. We ran into issues on the road later on and had to exchange for a new car but still missed our appointment. Had to cancel our plans for the rest of the day. A couple of days later, customer service at Hertz also rejected to refund our trip. PSA for the expired registration.

  Business Response

  Date: 08/18/2022

  Business Response /* (1000, 5, 2022/08/04) */
  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 with the vehicle provided to you for your rental in Brooklyn. We show your rental began at 14:04h on 07/22/22 and a vehicle exchange was provided at 15:53h on 07/22/22. We are pleased to see a vehicle exchange was promptly provided to you.
  
  Based on our records, our location has advised that a credit is not warranted in this instance. As a rental took place and a vehicle exchange provided, we must stand by the locations response and decision. However, as a gesture of goodwill we are issuing a credit of 1/2 of your rental charges in the amount of $32.03. Though processed today, please allow 5-7 business days for the amount to show on your billing statement.

• Initial Complaint

  Date:07/29/2022

  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 from 7/20/XXXX-X/29/2022
  
  I got charged $500 for a car being "excessively dirty." Claimed there was wax on the outside, it was ice cream. Said I couldn't rerent the car and just clean it myself because the cracked windshield was a safety hazard. I just drove 1000 miles with that crack. I had called 2 days prior and told them of the crack and they were not concerned about my safety then, I asked them why that was and the branch manager John accused me of making it up about talking to anyone. I asked how you justify $100 to clean the outside when you can drive it across the street and get it done for $15 (in reality it's only $9 https://myfasteddies.com/wash), $400 to clean the inside when you can take it to get detailed for $100 (It's $150 again at the place across the street meaning even adding in 5 minutes of labor barely moves the needle https://myfasteddies.com/detailing). I was told by John that it's a punishment much like you would punish your children.. So to recap I was charged excessive cleaning prices and called a child and liar by the branch manager

  Business Response

  Date: 08/17/2022

  Business Response /* (1000, 5, 2022/08/03) */
  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 frustration caused by the additional billing incurred on your rental. Hertz vehicles are serviced and cleaned before being assigned to customers. Customers should return the vehicle in the same condition as rented. We completely understand a customer may not wash/vacuum the vehicle prior to return to remove normal road grime, etc. However, excessive food debris and other similar impurities require more time and detail to remove. In such instances as with your rental, Hertz will assess a cleaning fee. Attached are photos of the internal condition of the vehicle upon return on 07/29/22. Based on this information and records obtained from the Area Manager in Lafayette, the charges billed are valid.
  
  However, we show our Customer Service team provided an adjustment as a gesture of goodwill. The credit of $315.00 was processed on 08/02/22 to the charge card originally billed. Though processed on this date, it will take 5-7 business days for the amount to show on your billing statement.

• Initial Complaint

  Date:07/29/2022

  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.

  see Attached document
  

  Business Response

  Date: 08/03/2022

  Business Response /* (1000, 5, 2022/08/03) */
  BBB Case No XXXXXXXX
  
  Res No: ***********
  
  This is a response to ******* **********:
  
  I appreciate you for bringing this to our attention, and I would also like to apologize for the inconvenience this may have caused you.
  
  After investigating this matter, I have discovered that this reservation was booked through a third party, and Hertz never processed a payment for this rental because the vehicle was never picked up. In order to receive assistance on this matter you would need to reach out to the third party responsible for this booking. In this case Priceline.
  
  Please know we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter. Please do not hesitate to raise any current or future concerns.
  
  Thank you for contacting us.
  
  
  Consumer Response /* (3000, 7, 2022/08/03) */
  I received a notification from Chase my credit card holder which advised that the issue had been resolved.

• Initial Complaint

  Date:07/29/2022

  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.

  Have been driving through Hertz Uber rental program since May 2022 and have had the money they need to debit from my account in my bank but they informed after I signed a contract that they sometimes have issues with Bank of America. They needed me to drive the payment after a month of not charging me and not informing me of an issue, an hour and a half drive to their office and pay them. So, I did. I went before my next payment was due to get another bank account with Chase. Before I could give them my information I noticed payment was taken the second time from Bank of America, so I assumed they fixed the issue. 3 weeks later, I noticed through the Uber app that I was unable to drive. I contacted Hertz who was having issues with Bank of America again in debiting my account and they said they would no longer rent to me
  They wait til a month goes by before they Inform you of a problem and didn't allow me the chance to change banks. The money was always available in my account and they were aware of issues with Bank of America before I signed and didn't inform me til a month later. They should have been upfront about their issues with that bank before signing a contract with me, so that I could go through another bank. Because they did not contact me in a timely manner that there was an issue, I was unable to rectify it. Now my credit is ruined and other rental places will not rent to me. They ruined my chances of employment due to being incompetent and understaffed. I tried calling customer service and working things out and was treated rudely

  Business Response

  Date: 08/03/2022

  Business Response /* (1000, 5, 2022/08/03) */
  BBB Case XXXXXXXX
  Res No: KXXXXXXXXF2
  
  This is a response to **** ****** *****
  
  I'm sorry for the issues you've experienced with the Uber program. Please be advised all disputes must go through the rental facility due to the nature of the rental.
  You were charged a total of $2189.66 however your card was only charged $1260.40 therefore the remaining $929.66 was sent to Collections. Collections can be reached at XXX-XXX-XXXX.
  
  Thank you for contacting us.
  
  Consumer Response /* (3000, 11, 2022/08/18) */
  This matter is not closed. The local Hertz company charged me 1400 dollars recently and said Iwas paid up and owed nothing more. The official answer through Hertz via BBB, said I still owe 900 some odd dollars which is untrue. They then stated it's been sent to collections! They have their money and now are charging me 1000 dollars more as punishment for taking this through the BBB.
  
  
  Business Response /* (4000, 13, 2022/08/24) */
  BBB Case#: XXXXXXXX
  Hertz RR#: XXXXXXXXX
  
  This is a response to *********** *****.
  
  We apologize for any confusion caused; however, the total charges for your rental were $2189.66. Of this amount, Hertz received a partial payment from your bank in the amount of $1260.40 leaving an unpaid balance of $929.26. This balance remains unpaid at this time and must be settled.

• Initial Complaint

  Date:07/29/2022

  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.

  I preppaid for car rental while making this reservation no one told me I had to cancel it within a day when I was picking it up and he next day so I still wouldn't be able to cancel within 24 hours so I when I went to pick it up they told me they need $200 deposit and I said I never seen that information the lady told me to cancel it on the website so I did to get my money back so today I called hertz customer service and they told me I would get it back in 7 to 10 business now they saying they keeping my money not acceptable

  Business Response

  Date: 08/04/2022

  Business Response /* (1000, 8, 2022/08/03) */
  This is in Response to ****** ***** ********
  
  In review It was found your pre-paid reservation was credited in full. The amount of $83.62 was credited on 07/28/2022 to the **** Card on file.
  
  Thank you for contacting us.
  
  
  Consumer Response /* (2000, 10, 2022/08/03) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I received my refund

• Initial Complaint

  Date:07/28/2022

  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.

  Rental Agreement number : XXXXXXXXX for 04/05/2022.
  I had reserved the car rental from Priceline for a day and paid the rental amount in full at the time of booking with Priceline.
  
  At the Atlanta airport Hertz counter while picking up the car, the Hertz representative stated that the rental amount was paid in full but he still needed my credit card for a hold in case there are damages/gas not filled, so I had given my credit card for hold purposes only. The representative even mentioned that the hold will be dropped without any charges when the car was returned, if there was no damage and gas was filled. I was neither asked, nor did I agree to the damage waiver, emergency roadside service or concession fee recovery totaling $52.89 for which Hertz sent the bill a month later.
  
  My Geico auto insurance covers rental cars as well as my credit card covers car rental insurance so there is no way I would have agreed to these charges, even if the representative had asked for these coverage's. These charges for $52.89 were charged incorrectly, or fraudulently by the Hertz representative without my authorization and I respectfully demand that it be reversed and my balance changed to zero.
  
  As per the Hertz notice/bill, I had responded to their notice on May 18 at 9:40pm CT objecting to the unauthorized charged by email and followed up with a written objection by USPS mail on Jun 16, 2022. Hertz has not responded to my email/written letter of objection till date and as per their notice, Hertz cannot try to collect any amount I object, or report the amount as delinquent. This is in violation of their policies and I request that that they reverse their charges and clear my account.

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 5, 2022/07/30) */
  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 misunderstanding regarding the additional charges billed for the Loss Damage Waiver (LDW) and Premium Roadside Service (PERS) 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 is provided in the rental sleeve, before departing the facility.
  
  Our records show a dispute of these charges was initiated with your financial institution and a chargeback processed. Please note, 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 $52.89 remains unpaid, because these changes are valid and listed within the rental contract, you will need to contact our Collections partners, Transworld Systems Inc, directly at X-XXX-XXX-XXXX to settle these charges.
  
  
  Consumer Response /* (3000, 7, 2022/08/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The Hertz representative at Atlanta airport had requested for my credit card for t4mporary hold during the rental. The Loss Damage Waiver (LDW) and Premium Roadside Service (PERS) where not communicated nor approved by me. As mentioned earlier in my complain, if the representative had mentioned about these charges, I would have declined it as my auto insurance provides these coverages and my credit card also has these coverages. There is no reason for me to take these coverages from Hertz. The $52.98 charge was incorrectly or fraudulently added by the Hertz representative and should be reversed.
  
  
  Business Response /* (4000, 10, 2022/08/11) */
  BBB CASE#: XXXXXXXX
  Hertz RR#: XXXXXXXXX
  
  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.

• Initial Complaint

  Date:07/28/2022

  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 booked a rental car through a travel agency eDreams with Hertz on an international trip. I did not use the car for the total duration of the rental and returned the car halfway through the rental. I was still charged the full amount of the rental and did not receive a refund or credit from Hertz
  

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 9, 2022/08/16) */
  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.
  
  At the time of booking, a prepaid rate was selected. The booking source was required to accept the Prepaid Terms and Conditions before submitting the reservation. As advised in the Terms and Conditions, there are no credits or refunds for unused days.
  
  Our records indicate your booking was made and prepaid for through a third party booking source. As you returned the vehicle before the scheduled return date, you will need to contact the booking source to inquire if a goodwill refund may be processed through their billing team.

• Initial Complaint

  Date:07/28/2022

  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 vehicle through Expedia confirmation #KXXXXXXXXXX for 7/14/22 -7/19/22 to be picked up at the Conyers, ga location. On the 14th I arrived at 1030am at the Conyers location to pick up the vehicle. After waiting 3 hours the representative Brandt informed me that the vehicle size I reserved is unavailable and she told me to go to decatur, ga location for pick up. Decatur gave me vehicle took my payment. Now I'm being charged over $600 with no receipt my reservation was for $468 I'm being charged for insurance and coverage I never asked for. The employees at the decatur location made fraudulent charges on my card after already inconveniencing me by not having the vehicle. I want the extra charges off and a discount for inconvenience

  Business Response

  Date: 08/02/2022

  Business Response /* (1000, 5, 2022/07/30) */
  BBB CASE#: XXXXXXXX
  Hertz RR#: HXXXXXXXX
  
  This correspondence is being sent in response to ***** *****. 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), Personal Accident Insurance (PAIPEC), Liability Insurance Supplement (LIS) and Premium Roadside Services (PERS) 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 is provided in the rental sleeve, before departing the facility.
  
  However, as a one-time gesture of goodwill, we have processed a refund of the LDW, LIS, PERS and PAIPEC in the amount of $290.81. 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, 2022/08/01) */
  (The consumer indicated he/she ACCEPTED the response from the business.)