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

7,217 total complaints in the last 3 years.
2,210 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:05/14/2024
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.
I reserved a rental car with Hertz in March for a two-week period, March *****. The rate I was quoted was $203.50 / week, for a total of $676.16. When I went to pick up my vehicle, I was told that they only had electric vehicles available. There was one other customer in line behind me who witnessed the exchange, and it was likely caught on camera as well (this was March 15 between 1-3pm). I specifically requested a standard, small sedan because I would be driving around the city and into remote parts of ***; I needed a car that was small enough to fit into tight parking spaces, which is what I reserved. Shortly after, the shift manager, *****, informed me that they found one car that was just returned, and could be available to me. It was a ****** Camry - larger than the car I requested, but better than an EV - so I took it. Upon paying, I was told that I had to pay the rate for the Camry ($216.49/week), which made my total $721.16. ***** told me that she would not charge me the rate quoted, and that I would need to contact Hertz after I returned the vehicle to request any reimbursement. I contacted Hertz following the drop-off of the car. Over a prolonged customer complaint, filed through their system, Hertz refused to reimburse the difference. They told me that because I "accepted the vehicle", there was nothing they could do. That's unacceptable -- the only reason that I accepted the Camry was because there was literally no other car available, and I could not cancel the trip. I returned the vehicle early based on my deep dissatisfaction with their customer service. I should have been charged $445.60 ($203.50/week + 3 days at $40.70 + Loss Damage Waiver), and was ultimately charged $513.58. I am requesting a refund of $67.98.
Business Response
Date: 05/16/2024
BBB Complaint# ********
Rental Record# *********
This in in response to *******************************
After researching the rental agreement, it shows the customer booked and received a class "B" vehicle. We have adjusted the rental agreement to a weekly charge of $203.50 and 3 days at $40.70. The customer will receive a refund in the amount of $23.63 within 5-7 business days.
Thank you for contacting us.

Customer Answer
Date: 05/17/2024

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. Please clarify whether the refund will be processed as a paper check, or refunded to the card on file from the reservation.

Sincerely,

*******************************
Initial Complaint
Date:05/14/2024
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.
I was hit by a Hertz Rent-A-Car and the renter of that car flood the scene I had I snapped his license plate. I called the police and report was filed that happened January 8 of 2024. Its been over four months now and Hertz has refused to reach out to me to get the repairs done to my car, they wont even answer my phone calls even the supervisors they give me the excuse they cant get in touch of the driver who rented the car which has nothing to do with getting the repairs done to my car. They should be responsible for fixing my car before it gets more damage .
Business Response
Date: 05/20/2024
BBB Case 21708400
RR

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

I'm sorry to hear you were involved in an accident. I hope all is well. I have provided our ***************** with your request and the documents you provided for review. They will reach out to you directly. Here is their direct contact information as well, ************ and ***********************************************.

Thank you for contacting us.
Customer Answer
Date: 05/22/2024

Complaint: 21708400

I am rejecting this response because:

Sincerely,

*******************
I spoke to legal counsel and they told me I had to take them to small claims court. I shouldnt have to wait for them to find the driver of their vehicle that crashed into my car. They gave me the runaround the whole time. Nobody contacts me supervisors dont contact me. Theyre just pushing me to the wayside and making sure I go away so Im fine and Small Claims Court this week coming up.
Business Response
Date: 05/30/2024
BBB Case 21708400

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

Rest assured, your case is being expedited and an adjuster will be in contact with you soon if they have not already. Thank you for your patience.

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

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:05/14/2024
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.
Rental Record# ********* I dropped off my recent rental on 5/5/2024 (Rental Record# *********). Upon picking up my rental and dropping off my rental at the ***************** location I mentioned to the local representatives that the total estimated charge they had on my rental record was not what I was seeing as my anticipated charge when I booked and it wasn't showing that amount in my app. The local team members were not able to provide me with any resolution so I just called the Presidential Hertz number (my member ID: ********* and each time I was advised that the amount they saw on their end matched what I was expecting to pay ($272.87). Now that I have returned the vehicle I don't see an invoice for the return in my Hertz app and I am not seeing this rental history at all. However, my AMEX card continues to be charged an amount everyday. I see the following charges on my credit card:May 5th - Hertz Car Rental - $477.50 (this has posted)May 7th - Hertz Car Rental - $****** May 8th - Hertz Car Rental - $157.00 May 9th - Hertz Car Rental - ****** May 10th - Hertz Car Rental - $****** May 11th - Hertz Car Rental - $157.00 Today I see in an invoice in my Hertz account for this ********************** and now it appears I am being charged a $204.63 "Fuel and Service" fee on top of my rental fee. The mileage that is reflected on this invoice does not match the mileage the representative wrote on my receipt upon me returning the vehicle and the fuel level was at 100%. The mileage when I returned the vehicle he wrote was ***** mi which is less than what my invoice is showing. I am extremely concerned that one of the hertz representatives did not complete my vehicle return and drove the car a bit more. Then finally logged it as returned with more mileage and no gas because I have never experienced this sort of delay with seeing my invoice or all of the miscellaneous charges to my card. I've reached out with the executives customer service email and have not heard back from anyone.
Business Response
Date: 05/21/2024
BBB Case 21707933
Rental Record 128187474
This is in response to *********************,
I emailed the General Manager. She states the rental was closed out incorrectly and to refund you for the fuel. I have issued a refund in the amount of $204.63. It should post on the billed credit card within the next 7 business days. I apologize for any inconvenience.
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:05/14/2024
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.
According to the rental agreement, the transaction is around 04/29, along with the toll around 05/11.I paid $297.48 + $53.00 total (which is mostly related to the rental) and had the WORST rental experience in my life.I emailed customer service and also called them. They replied to me without any further description, and they said that it was my responsibility and that they could not refund me.Here is what happened:I booked online a normal oil ***** car a week before arriving in ******* around 12:00 midnight. The "Only" staff there told me to choose whatever car was available in the "gold" area. Here comes the problem: all the cars in that location are "EV" cars, which, personally speaking, I don't have experience with. Not to say, I am not familiar with the charging station in ********"Hertz is ignoring the risk of us customers to unfamiliar cars."I waited there for over an hour and couldn't find help on the car, so I had "NO CHOICE" to pick an EV car.Then it became worse because the charging station in ******* is "SPARSE," not to mention that the app they provided me is even worse, with " less than" 6-8 locations.So basically, it ruined 2/3 of my trip in ******* trying to deal with the charging issue.I have fulfilled my responsibility of returning the car completely and charged up.But I don't see the responsibility from Hertz, which claims to have a high-quality service.I also made another expense because of the charging issue. I had no choice but to go to *************************** to charge my car.And I had to spend another $38.34 for the parking and $25.83 for the charging.Based on what I experienced, I feel Hertz should be responsible for what I paid for and highly demand a refund.
Business Response
Date: 05/17/2024
BBB Complaint: 21705310
RR# 125623212
This is in response to ********************. I apologize we did not have any fuel cars available. I have refunded the parking charge fee of $38.34 and the $25.83 charging fee. Please allow 5 to 7 business days for the refund to process in the amount of $64.17 going back to the credit card used for your rental.
Thank you for contacting us.
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.
Big thanks on helping out with the complaint, very appreciate it!!
Sincerely,

********************
Initial Complaint
Date:05/14/2024
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.
Who: **************** Member on from 29 SEP - 1 OCT What: Original Hertz rental at the Hertz Car Rental - ***************************************************, ********* for 29SEP-1OCT 2023 was cancelled.However, someone(s) committed identify fraud and rented the vehicle from 29 SEP - 10 NOV 2023 without consent of my knowledge.The Rental Agreement number: *********. Reservation ID: *********** I actually rented a vehicle from SIXT rental 29SEP-1OCT 2023. I have proof of military leave for those dates visiting ********* from **. *******, **. I also have rental receipt from SIXT for just those days.After receiving the first series of pending charges to my **************** credit card from Hertz, I contacted both credit card company and Hertz representatives to notify them that I did not have the vehicle due pending account charges to my credit card as well as Hertz notices to remind me to return the rental vehicle. Despite notification and discussion with Hertz representatives and my credit card company to inform them that I do not have the vehicle and that I was not even in the city of ********* during the period, there was no urgency or support to resolve.I urged and challenged the Hertz representatives (I have telephone records indicating multiple dates to their customer service to resolve the issue as well) to check the security cameras as well as records ofthe person(s) who drove away and returned the vehicle. Yet, no resolution.In short, I am a victim of an idenitfy fraud and wrongfully charged for services that I did not receive nor authorize anyone to accept. Need assistance to find out who committed this crime and get a full refund of $4191.72. Supporting documents are avaiable upon request to resolve this issue.
Business Response
Date: 05/20/2024
BBB Case 21707139
RR 582492481

This is in response to Thammasathith Boriboon,

I apologize the cancelled reservation was rented out. Your credit card/bank disputed the charge. After it was determined you were not the renter, Hertz no longer pursued payment. I have added 1900 points to your account due to the issue. 1900 points is enough for 2 free days on economy up to luxury vehicle.

Thank you for contacting us.
Customer Answer
Date: 05/21/2024

Complaint: 21707139

I am rejecting this response because after speaking with **************** dispute office on 21 May 2024, their records shows that the dispute of the charges case was closed. However, based on the information that they received from Hertz, **************** and Hertz found me liable for the ******** charges. I've attached the copy of the dispute and a copy of my credit card statement with the charges placed back in my account.
According to the **************** representative, they will need either an official letter or email directly from Hertz stating this case and that I am no liable for the charges of ********.

Sincerely,

Thammasathith Boriboon
Business Response
Date: 05/29/2024
Complaint ID: ********
********************** RR#: 582492481
This correspondence is being sent in response to **********************.
We apologize for any misunderstanding or confusion. The invoice has been adjusted in full and your credit card company advised we are not pursuing the charges billed. As such, the amount of your invoice has been zero'd out and there are no further credits to process.
Customer Answer
Date: 06/11/2024

Complaint: 21707139

I am rejecting this response because:

Per our conversation, I would like to keep the dispute open due the attached dispute status from American Express. According to the statement, AE has not closed their dispute due to pending supporting documentation from Hertz, despite Hertz claiming that they are no longer pursuing the charges.

How long should I expect Hertz to complete the dispute with AE? Also, I'm concerned that by closing the BBB dispute case without an official concurrence with AE, I am fearful that the charges may come back.

Thank you for your assistance in this matter. I kindly request keeping the BBB dispute open until final closure with AE and no further charges regarding this error in transaction as described by **.

Thank,
Business Response
Date: 06/12/2024
RE: BBB Complaint 21707139

Dear ********************,
I can confirm that a full refund for the rental 582492481 has been processed. Please verify with your cardholder regarding the status of the deposit.
Customer Answer
Date: 06/26/2024

Complaint: 21707139

I am rejecting this response because:
As of current, **************** have yet to close the case due to them waiting for a credit from HERTZ with anticipated resolution 28 June 2024. Please see attached from AMEX Dispute status.

Sincerely,

Thammasathith Boriboon
Business Response
Date: 06/27/2024
BBB Complaint 21707139
RR# 582492481
This is in response to Thammasathith Boriboon refund. The refund has been processed and should take no more than 3 to 5 business days to post to the billed ***************** Thank you for your patience in this matter.
Thank you for contacting us.
Initial Complaint
Date:05/13/2024
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.
On 5/8, I went to ********************************************************* location to pick up my scheduled rental. I am a long-time gold member of Hertz. I was told to go to Presidential circle & pick out a vehicle. I did & we proceeded to the Exit booth to check out. I gave the employee at the exit booth my Driver's *************** She authorized a hold for the $469.27. It was taking long & she finally said ******************* we cannot rent you this vehicle. It is not for rent. It is only for pre-sale. She then called a manager over. The manager looked in the computer & apologized & said ******************* we cannot rent this car out. So, she gave me an Incomplete RR &asked me to go back to the Presidential Circle & pick out another vehicle. We went back & picked te vehicle right beside the car I just picked out. My *********** was getting our luggage out of the vehicle to transfer to the other vehicle. I left my Prada eyewear in this vehicle. I went back to exit booth and gave my driver's ************** again to the employee. I ended up with 2 holds on my AMEX. A couple of hours later I realized I inadvertently left my Prada eyewear in the first car. I tried May 8 & 9th & could not get anyone to answer the phone at this location. Finally, I got someone on Friday, May 10th. I was told oh we rented the car. And no eyewear has been turned in. I want this location to use the camera footage to determine who entered the vehicle right afier ************************** my eyewear. I have put in a lost report. Case # ********. I feel it is very unfortunate that I was lied to that the vehicle could not be rented then they turned around & rented it out. Also, I want the holds released from my AMEX. I know whoever got in the vehicle after I exited it took my Prada prescription eyewear. I want hertz to retrieve my eyewear or reimburse me for making me take back the vehicle causing me to inadvertently leave my eyewear in the first car. These are prescription eyewear not sunglasses. This location lied to me & is covering up that one of their employees took my eyewear out of that vehicle.
Business Response
Date: 05/16/2024
BBB Case 21706220
Rental Record 141722254

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

I apologize for the issues you experienced. Please provide a copy of your receipt for your Prada eyewear purchase for review.

Thank you for contacting us.

Customer Answer
Date: 05/19/2024

Better Business Bureau:

I have located my Prada eyewear. I sincerely apologize to Hertz. I thank them for the efforts. This case can be closed out.

Sincerely,

*************************
Initial Complaint
Date:05/13/2024
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.
On April 11, 2024, I reserved a rental car through the Hertz website. The reservation was for a car to be used during my vacation in **********. The total price quoted in the reservation was $187.44, which included a rental rate of $126.00, an airport concession fee of $24.10, a license plate fee of $13.93, a green heart fee of $1.85, and sales tax in the amount of $21.56. When I arrived in ********** and picked up the vehicle, I was told that the total amount would be $444.04, which is an increase of 137 percent. I tried to reason with the Hertz employee in **********, but they would not honor my contract price with Hertz. When I returned to the U.S., I contacted Hertz via a form on their website and explained the situation, and requested a refund for the overcharged amount. They responded a couple of days later and denied my request. Instead of a refund, they offered me 2850 points that expire in 6 months. I believe this to be a fraudulent bait and switch tactic. ********** does have some fees that other countries do not, but the Hertz Corporation should be well aware of these, and should include them in the quotes provided when a customer makes a reservation--it should not be a surprise to the customer when they arrive at their destination. I am requesting a refund in the amount of $256.60, which is the difference between the contracted amount and the actual amount charged.My rental confirmation number was K8250531057, and my reservation number was RES15-137577.
Business Response
Date: 06/06/2024
Complaint ID: ********
********************** RR#: R52-4003
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 regarding the charges billed for your recent rental with Hertz in *********** The Hertz location at the *************** is an independently owned and operated Hertz licensee franchise location. As such, the licensee owner processes their own billing and invoicing. Upon receipt of your inquiry, we immediately reached out to their office for further review and assistance and have received their response.
At the time of of booking, your reservation under K8250531057 rate structure was exclusive of coverage and the base rate of your reservation was honored at the time of rent. This structure allows for customers to accept or decline local coverage when they arrive to the counter. At the time of rent, the location agents ensure all customers understands that third-party insurance from outside of ********** do not provide legal coverages in *********** While the option to decline optional Hertz coverage is available, customers who decline such coverage assume full responsibility if they do so. If this is the case, in the even of damages to the rental car, third party damages, civil injuries or worst case scenarios such as loss of life, customers would be fully responsible. Any legal processes would need to be managed by the customer without support from the ********************** office or local insurance companies within **********. There is a common misconception that a customers home country insurance automatically covers them with Hertz rentals in **********; however, third-party insurances are refundable agreements between the customer and company and not with ********************** ********** directly.
At the time of rent, the Hertz office in ********** emphasizes these risks alongside the challenging conditions of *********** roads, weather and unreliable driving habits. Ultimately, the decision to assume these risks or opt for coverages, which complies with ***** Rican regulations, lies entirely with each customer.
After discussing these details with you at the time of rent, based on internal notes, the agreement to hire the basic civil coverage insurance and roadside assistance at the desk. The car rental damages was completely waived, only third party insurance was hired and accepted. By signing the agreement, you were fully aware of the charges and optional services and accepted the coverage.
As per rental agreement R52-4003, all charges were thoroughly explained, agreed upon and signed for at the time of rent on each item detailed in the attached signed agreement. Regarding any rewards points, this was not discussed or processed by the Hertz offices in ********** as they do not have access to the rewards system and as previously mentioned, are an independently owned and operated licensee franchise. As such, while we encourage our licensee partners to take part in corporate promotions and rewards, some locations do not which is the case at the ******* airport location.

Customer Answer
Date: 06/06/2024

Complaint: 21706151

I am rejecting this response because: By saying that the Hertz car rental company is an "independently owned and operated" franchise, The Hertz Corporation is absolving themselves of any responsibility, even though they will gladly book reservations for that franchise on their corporate web site. Either Hertz in ********** is part of corporate Hertz or they aren't. Which is it? ************* they cite that I "accepted" in ********** is mandatory according to Hertz in *********** It is a liability insurance required by Costa Rica law. I was given no option to decline this insurance. In addition, there were other fees added on that were not included in the Hertz quote to me at the time of my reservation (see the attached documents in the original complaint). The Hertz Corporation in the U.S. is completely aware of the mandatory liability insurance, yet fail to include it in their quotes during the reservation process. Other rental companies do include the liability insurance in their quotes. By not including it, Hertz gives the false impression that their rental rates are much lower than other companies. This is the reason I booked with them. I believe this to be a deceptive practice. The Hertz corporation should either endeavor to give honest and accurate quotes for rental vehicles in ANY COUNTRY in which they do business, or they should not do business in those countries. It is not like I am upset because the original quote went from $187 to $200, I am upset because it went to $444 without me accepting any additional optional insurance or amenities. This is an outrageous business practice and I will continue to make it known in online reviews and social media sites that Hertz does this. Hopefully, they will come to realize that their deceptive business practices ultimately hurt their global business.

Sincerely,

***********************
Business Response
Date: 06/11/2024
Complaint ID: ********
********************** RR#: R52-4003

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. This decision is based on a thorough review with our licensee partners at the location. Additionally, all locations listed on our website indicate if they are Corporately or Independently owned under the Location Details section. When booking at these locations, information about the location requirements is available within the Terms & Conditions during the booking process. We hope you will respect our position on this matter as we consider it having been fully addressed and this matter closed. Further requests to revisit this matter will not be considered.
Customer Answer
Date: 06/13/2024

Complaint: 21706151

I am rejecting this response because: Hertz refuses to accept my point of view that they are engaging in unscrupulous business practices. You can close out this complaint because Hertz states that they will no longer respond, but I do not accept their response. I will take my grievance to social media and let potential customers know about **********************'s unscrupulous business practices in ***********

Sincerely,

***********************
Initial Complaint
Date:05/13/2024
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.
I booked a rental car on May 06th,2024 with a pick-up date of May 8th,2024. I arrived at the *********, ** location on May 8th at 4:30pm. I picked up the vehicle and informed the office the gas was below the half ***** I was advised it has already been marked on the keyring, so I'm fine to leave and return gas at the same level. (rental record number-*********). I returned the vehicle on May 9th at 4:20pm a little bit earlier than the day better. The guy took the keys, checked the gas, and then said the receipt would be emailed to me. I left the location thinking ALL was swell.. On Friday, May 10th, I noticed my credit card has been charged for $50.00. I contact customer service where I'm left on hold for over 15 minutes. I decided while on hold to contact the store where I picked up the car. I reached ***** and I explain the situation to him and advise I'm on hold with customer service. I finally receive a LIVE person from customer service, and begin to explain to him not sure what's happening, but the car was returned. The REP is loud and rude. He tells me I was late with the return. ***** from the pick-up location begins to state "They did not return the car until today. Per *****, someone here messed up, but I did not catch the mistake until today". The Rep ******** to state that I still need to pay something. **************, the customer does not owe ********************** anything. The customer service REP does not want to comprehend that I'm being inconvenienced. The call ended with me simply hanging up and advising I will be filing a complaint. The noticed later on Friday that the $50.00 charge had vanished but now I have 2 charges, one for $1.00 and another $15.00.. I want my money returned ASAP. I will NEVER rent from this location again.
Business Response
Date: 05/16/2024
Complaint ID: ********
RR#: 141939976

Please accept my sincere apology for any inconvenience you experienced. A review of our records indicates the rental was not closed until 05/10/24 and backdated for a return date of 05/09/24. Due to the delay with the rental being closed an additional authorization of $50.00 was held. This hold was released once the rental was closed. You were charged a late return fee of $12.00 plus applicable taxes which resulted in a charge of $14.45 to your credit card. I have issued a refund for $14.45 to your credit card. Please allow up to 7 days for the refund to post to your account.
At Hertz, we pride ourselves on the high quality of our customer service, and it is disturbing to learn of the incident you described. I sincerely apologize for the impression our representative left with you. Please be assured that local management will be sent a copy of your comments for their review and corrective action.
Customer Answer
Date: 05/16/2024

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:05/13/2024
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.
Rental Record #: ********* On Sunday, April 21, 2024, I rented a vehicle using Booking.com. The rental pick-up date was 4/24/24 and the drop-off was 4/28/24. When I booked the vehicle through Booking.com, the total amount for the car rental was $173.00. I was charged $156.00 and the balance of $17.00 was going to be charged once I pick-up the vehicle on 4/24/24 and that there would be No Additional charges. When I returned the car rental on 4/28/24, **** was not supposed to charge me anything since the car rental was pre-paid except the $17.00 but Hertz falsely charged me additional $36.30. I have reached out to Hertz via email on several occasions and every time, I received a generated email from Hertz telling me that someone will contact me on the cellphone within 72 hours, but I never received a telephone call. I have also called Hertz telephone number of ************ on several occasions but I have been unable to speak to a live representative. Hertz should not be allowed to scam their customers with false charges knowing that it would be difficult for the customer to be able to speak to a live representative for assistance. It is such a SHAME that they have begun scamming their customers because I have been a loyal ********************** customer for many years. Every time I need a rental, Hertz is the first car rental I look into, and I have never been scammed before. I hope that Hertz will do right and refund me the extra $36.30 that I was charged back to my credit card. I have attached copies from booking.com and my receipt from Hertz.Thank you.
Business Response
Date: 05/16/2024
BBB Case ********
Rental Agreement *********

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

We do not see the attachments. Please attach a copy of your original confirmation from Booking.com which shows the rate you were quoted including taxes and surcharges for review.

Thank you for contacting us.
Customer Answer
Date: 05/16/2024

Complaint: ********

I am rejecting this response because: I have attached a screenshot from Booking.com and a screenshot of the final receipt from Hertz once I returned the car rental. When you use a 3rx party like Booking.com to rent a car, the car is pre-paid and there shouldn't be any other additional charges unless you request extra features when you pick up the car which I did not. The total amount for the car through Booking.com was $173.33. They charged me $156.00 and I was supposed to be charge the balance of the rental which was $17.33 but Hertz charged me an additional $35.97 and that is the amount that I am disputing. As stated in my previous message, I am a big fan of Hertz and I rent from Hertz all the time, directly and using 3rd party websites and I have never been charged extra. I just hope that this was an honest mistake and that Hertz will correct their mistake by crediting me the $35.97.
Thank you

Sincerely,

*********************
Business Response
Date: 05/23/2024
BBB Case ********
RR No: *********

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

I apologize for the confusion. Please be advised that the charges totalling $53.30 are for taxes and fees at the time of pickup. You were charged $17.33 for the Concession Fee Recovery and $35.97 for the associated tax. This is a standard fee that was not included in your prepayment and cannot be removed.

Thank you for contacting us.
Initial Complaint
Date:05/13/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They're trying to reposses my vehicle when I've been making payments they made a mistake on their end billing me and are unwilling to help or tell me what the problem is. I have a wife taking chemo and I use this car for work (uber) I need a resolution to this and the company is unwilling to help or solve the issue that they created on their end.I need the corporate officials in charge to call me ASAP and solve this issue since it was THEIR mistake DO NOT HAVE BILLING call me they are practically useless for anything and barely speak english. they have never been able to solve any issue
Business Response
Date: 05/16/2024
Complaint ID: ********
RR#: 117465762

I apologize for any misunderstanding. A review of our records indicates the rental was due for extension on 05/03/24. The rental was not extended, and is severely overdue. Repossession is currently hired, therefore the vehicle must be returned immediately or it will be repossessed.
Customer Answer
Date: 05/16/2024

Complaint: 21705236

I am rejecting this response because:
As Much as I'd like to believe you guys are honest here I attached 2 screenshots from May 3rd Where the Hertz Corporation took not one but TWO weeks worth of payments on the 3rd of may (the two weeks they claim I owed them) They Illegally took the car and the money claiming I owe them that payment of 600 Something dollars should've covered 2 weeks of rental yet they claim they had a "failed" authorization when they clearly took the money and then some.
You guys robbed me clean now we need to decide how they are going to fix this be either refunding me or some other form of fair compensation.

Sincerely,

*****************************
Business Response
Date: 05/27/2024
BBB Case 21705236
RR No: 117465762

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

Our records show this rental was returned on 04/26.Were you able to work with the local team to resolve this matter?

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

Complaint: 21705236

I am rejecting this response because:
The Renatal got illegally repossesed by the company I called support 12 times nobody did anything. They told me to go to my location on the location the man refused to do anything to solve the issue called support again couldn't solve the issue. Not only that they also charged me 1100 dollars which I called my bank and reported it and got it charged back. anyway You guys owe me money and you guys took away my income with **************;charges. I attached the charge in a file
Sincerely,

Kidanis *********************
Business Response
Date: 06/13/2024
BBB Case 21705236
RR No: 117465762 & 117465762

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

I apologize for the confusion regarding your billing. Please be advised that the charge of $643.78 is for the period of 04/12 to 04/26 and was not an extension of your rental.

Thank you for contacting us.
Customer Answer
Date: 06/14/2024

Complaint: 21705236

I am rejecting this response because:
Well you guys took out that money out since you took the holds anyway(the money did not come back into the account) you guys are thieves and took the car even when I was paying it either pay me back my money or reinstate my rentalm or I will *** you in a court of law. You have 24 hours to refund or reintate my rental agreement (you will have to bring a car yourself) or lawyer up thieves

Sincerely,

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

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

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

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

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Hertz is NOT a BBB Accredited Business.