Business Profile

Auto Rentals and Leasing

Hertz

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Important information

Customer Complaint:
Hertz requests and BBB recommends that if you have any complaints or concerns, please contact Hertz's Executive Customer Service Team at [email protected] or (239) 301-7000 prior to contacting BBB.

The customer experience information and complaint history provided in this BBB Business Profile reflects Hertz's worldwide operations. BBB Serving West Florida services all customer complaints and reviews for Hertz and its locations throughout the world.

Complaints

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

Customer Complaints Summary

7,217 total complaints in the last 3 years.
2,204 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:05/13/2024
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.
My vehicle was hit while parked GEICO towed my vehicle to tender car where it been supposed to be getting fixed but they have had it over a month so I was told to keep the rental car which I received on 03/20/2024 Hertzs repossessed the rental on 05/10/2024 which I previously had back surgery on 04/16 2024 so my ****** and other equipment was in the vehicle so Hertz is saying that they dont know where the vehicle is so that I can retrieve my belongings that I really do need I have tried contacting Hertz the adjuster from GEICO no one knows anything they are just giving me the wrong information and nothing has been resolved my back brace and everything is still in the car my handicapped sticker etc **** from Tender Car stated that he would give me a replacement vehicle because they werent supposed to repossess the vehicle I have no way of getting to my doctor *********** so hes not answering his phone or returning any of my phone call so Im at a lots in need of some resolution
Business Response
Date: 05/16/2024
Complaint ID: ********
RR#: H32295060

I apologize for any misunderstanding regarding the due date of the rental. A review of our records indicates per the Geico adjuster the vehicle was set for return on 04/08/24. When the vehicle was not returned our rental location made calls to the renter on 04/19/24, 04/22/24, 04/24/24 and 04/28/24; however, was unable to make direct contact with the renter. As the contract was in an overdue status, our Vehicle Control team also made attempts to contact the renter on 04/30 and again on 05/02 before repossession was hired.
When a vehicle is repossessed after becoming overdue, Hertz is not responsible for personal items left behind in the vehicle. As the vehicle was towed to our ***************** location, we recommend filing a Lost Item form on www.Hertz.com for the ***************** so that any items recovered will be arranged for return to you by the branch.
Customer Answer
Date: 05/16/2024

Complaint: 21705101

I am rejecting this response because:

Sincerely,

*********************** The representative that helped me with the rental put the rental in my daughter name which was a mistake so they were calling the wrong number so no one contacted me because they had the wrong number so that is not my fault that why they couldnt get in contact with me tried explaining that to Hertz but they were unable to figure that out if they had my correct information then I would have known about the repossession because nobody communicate with me because they were dialing the wrong number they were very unprofessional I still havent got my belongings I filled out the lost and found form still havent received any information no call no email or anything
Business Response
Date: 05/17/2024
Complaint ID: ********
RR#: H32295060

Upon further review, I have confirmed the items were removed from the vehicle by the impound company before they returned the vehicle to Hertz. I spoke with ***** and she has advised because ******************* is listed on the rental agreement as the renter, she will have to be present to pick up the items as they can only release the items to her. ************** will need to contact Wisconsin Repossessors to make an appointment to pick up the items. They can be reached at ************ or ************************ Please provide them the last 4 of the **** which are A81743.
Initial Complaint
Date:05/13/2024
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hertz loyalty # ******** I had over 5000 points in the loyalty program, and they were "expired" by Hertz in October 2023 when they changed their expiration to 12 months instead of ******************************************************************************************************** October 2022 and my points weren't supposed to expire and I had another rental in Nov 2023 that under the previous policy would stop the points from expiration. Its extremely unfair to change the rules without notifying customers, especially in my case where it resulted in all my points being immediately deleted without any advance notice. I have attempted to contact Hertz over 5 times about this issue, both over the phone and through the website for the last few months and I haven't received any response.
Business Response
Date: 05/16/2024
Complaint ID: ********

Please be advised Hertz has the ability to change the policy regarding the Hertz Gold program. The terms and conditions were updated online to reflect the change. Although the gold points expired in accordance to the updated terms and conditions, in the interest of customer service I have reinstated ***** points to your Hertz account.
We appreciate you as a Hertz Presidents Circle member and look forward to the opportunity of being able to serve you again.

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:Order 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.
We rented a car from hertz on 4/29 and were told that date that adding additional drivers were free for immediate family members. The following day we went to add the family members at the airport and were told they were not free and would be charged $13 a day per driver. We argued that we were told the opposite and that we were under the impression that it was the law that we couldn't be charged. The gentleman at the counter told us we had to sign the contract in order to let our family drive the car and to call hertz and to take it up with them after for the adjustment. We just got the bill for the additional drover fee of $270 and when I called as instructed to have the charge removed we were told that because we signed the contract that trumps the state law. We were totally conned into signing it and told that we could rectify it later which was then a total lie. This company has found it's way around obeying by the state laws and literally told me their company policy trumps the law.
Business Response
Date: 05/16/2024
Complaint ID: ********
RR#: 126613480

Please accept my apology for any misunderstanding regarding the additional driver fee. After a thorough review, I have issued a refund for the *** fee in the amount of $297.68. Please allow up to 7 days for the refund to post to the credit card. Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.
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: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 paid for a car rental with Hertz, Reservation K83810095C7. We had a medical emergency requiring that we go to the emergency department at the hospital. I contacted Hertz multiple times and spent >1.5 hours getting ahold of and speaking with 2 different representatives *************** I asked to pick up our rental later due to this emergency (not asking for a refund, and not asking to return the car later). **** said that we had 24 hours to pick up the car but refused to change the pick up time. ***** said that we had 2 hours to pick up the car and that she would charge us more money to pick up the car later, and then proceeded to hang up on me as I was asking her additional questions. Both refused to transfer me to a manager or customer retention. This is atrocious customer service and business.
Business Response
Date: 05/17/2024
BBB Complaint # ********
Reservation # K83810095C7
This is in response to *************************************.

I can confirm that reservation # K83810095C7 is cancelled. The approximate total for this reservation is $458.49. This is a prepaid reservation. If your prepaid reservation was cancelled within 24 hours of booking, there is no fee. If a prepaid reservation is cancelled more than 24 hours before the pickup time, a $100 cancellation fee will be assessed. If the prepaid reservation is cancelled within 24 hours before the pickup time, a $200 fee will be assessed. If the customer does not cancel the reservation prior to the time of pick-up and the rental vehicle is not picked up on the rental date, the entire prepaid amount will be forfeited.
Thank you for reaching out to us.
Initial Complaint
Date:05/12/2024
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 returned the car at the ************** on 9/30/2023 and got back home in ** on 9/30/2023. I received an invoice from Hertz ****** and saw that the returned date was 10/1/2023, which is clearly their error. I emailed a copy my boarding pass, gas receipt to the customer service in order to proof my return to ** on 9/30/2023. The customer service and I had a total of 19 emails over 6 months, but they won't give me a credit for their error.
Business Response
Date: 05/23/2024
BBB Case #:21700514
RR# or Res#: ************************ is in response to ***************************.
After review with the renting location, they have adjusted the invoice for the extra day. We have attached a copy of the invoice for your records. We apologize for any misunderstanding.
Thank you for contacting us.
Customer Answer
Date: 05/30/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
And also, I confirmed that there was a credit to my credit card - Hertz processed it as emailed us.
Thank you very much for your assistance and I really appreciated it.
Sincerely,

***************************
Initial Complaint
Date:05/11/2024
Type:Order 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 name is *************************, my Hertz member number is ********. I acquired my membership through a discounted partnership available to me through my auto insurance company, ****. Ive just received an email, eleven months after the services rendered by Hertz at your Houston Rental Location on *******************************, this email is from your hertz suspended services department. I seem to be accused of created damage or owing you money for some reason. It also appears that an insurance claim has been generated through the system at Hertz, hertz claim number ********, this insurance claim has been generated without my knowledge or without allowing me to file through my insurance company, USAA.The only details I am aware of are mentioned above, I have my USAA Credit Card trans action number as I also do my banking through USAA also.Trans date: 06/19 Process date: 06/20, Trans no: 24941355BHV83KKAP Vender discript: HERTZ ******* HOUS TX amount: $484.88. The rental agreement no: 378805070.I would like a description of the damages you claim so that this maybe properly processed by my insurance company and an adjuster from **** can view the damages you claim and the date stamps on any pictures, other evidence or documents. My ***************** has been informed of this and finds this process quite unusual, we would like to start a claim the proper way through my insurance company.Thank You for your concern and your time with my matter
Business Response
Date: 05/15/2024
BBB Case 21698926
Rental Record 378805070

This is in response to ************;Welsh,

Your request has been provided to our ****************** They will respond to you directly. For your records, their contact phone number is ************.

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

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this unclear to me.

Sincerely,

*************************
Initial Complaint
Date:05/11/2024
Type:Billing 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.
Hertz charged my credit card for a car I did not rent, rental record *********. The car I did rent is *********. I was charged for 2 cars when I only rented 1. I have tried to contact Hertz but the only support I can find says I have to wait 3 to 5 days for someone to contact me. This is not how a reputable business handles customer service.
Business Response
Date: 05/22/2024
BBB:21698691
RA: 140429590
This is in response to ***********************************.
Thank you for contacting us regarding this matter. Upon further investigation, I do see where you were incorrectly charged for two rentals. It seems two bookings were made at the exact same time under your account. I have refunded the rental ending in 9590 for $468.39. Please allow 5-7 business days for this to process to the card on file. I do apologize for this error and any inconvenience this may have caused.
Thank you for allowing me to assist.
Customer Answer
Date: 05/26/2024

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:05/11/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I picked up rental car from Hertz at **************** on April 19 2024....original receipt says price will be ******/ was billed ******...with no explanation. Car was also dirty and front headlight was out preventing full use of the car during rental period.
Business Response
Date: 05/15/2024
BBB Complaint: 21698691
RA: 140429494
This is in response to ***********************.
Thank you for contacting us regarding this matter. I am sorry to hear your most recent rental experience with Hertz did not meet expectations. All vehicles should be properly serviced and cleaned before being released to the customer. I am sorry this was not your experience.
Regarding the total charge of $881.81 for this rental this rate is correct. The total quoted before taxes was $616.61 with taxes and fees added of $265.20 this totals to $881.8. I do apologize for any misunderstanding of these charges. I will attach the rental agreement showing the breakdown of these charges. With this in mind, we do consider these charges correct.
However, as a gesture of apology for the state of the car you received, we have refunded $265.20. Please allow 5-7 business days for this to reflect to the card on file.
I appreciate the opportunity to assist in this matter.
Initial Complaint
Date:05/11/2024
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 rented a vehicle from Dollar via Hertz at the ****************** and now Im locked in the garage and cant get out. I am not sure why they would rent me a vehicle if I cant leave the airport rental garage.
Business Response
Date: 05/16/2024
BBB Case 21697388
Rental Agreement U61537405

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

I apologize for any confusion concerning exiting the garage. Our records indicate a functioning exit area. A refund is not warranted for this rental.

Thank you for contacting us
Business Response
Date: 05/20/2024
Dear ***********************,

After additional research from the location, we have found that the exit gate was unintentionally locked. I sincerely apologize for the issues encountered and have issued a refund of $134.03 to your card on file. Please allow 3-5 business days for the credit to process.

Thank you.
Customer Answer
Date: 06/14/2024

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:05/11/2024
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 involved in a traffic accident, I was T boned..the other driver was at fault.State farm insurance provided third party liability and organized/ booked a rental car from Hertz for me. The Olathe Ka location in *********** vehicle was being fixed at Calibre Collisions in ********* vehicle was ready on 11th April 2024, I picked up my vehicle same day and left the vehicle at Caliber Collisions ( I was told to leave it there)According to Caliber Collisions, the vehicle was logged into the system and Hertz would have been alerted..surprisingly I noticed a week later I was charged about $716 dollars by hertz, confused I called State Farm, State Farm informed that I was charged from the 11th April to the 19th April..apparently Calibre collisions dropped off the vehicle on the 19th April. I called Caliber Collisions( ******* told me that the vehicle was entered in the system correctly and that she was going to make phone calls.Next day some charges dropped off but I still have $453:40 has not been refunded back and hertz customer service has not been helpful..they referred me back to the insurancemy complaint number is H32298700.Why do I have to pay for miscommunication between Hertz and Caliber collisions? Please help
Business Response
Date: 05/29/2024
Complaint ID: ********
RR#: H32298700

I sincerely apologize for the billing error and any inconvenience caused. I have reviewed the charges with the rental location, they have advised you are due a refund. The refund of $453.40 was processed today 05/29/24. Please allow up to 7 business days for the refund to post to your account.
Customer Answer
Date: 05/30/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

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

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Hertz is NOT a BBB Accredited Business.