Complaints

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

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• 

  Hertz

  8501 Williams Rd Estero, FL 33928-3325

• 

  Hertz

  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

• 

  Eagle Automotive

  2223 Memorial Pkwy SW Huntsville, AL 35801-5621

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:07/10/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rented an economy vehicle from Hertz and was told online that the price would be a certain amount. When retrieving the vehicle from Hertz we were charged close to an additional $300 fee that was not advertised on the website. The workers did not allow us an option to have no coverage on the car which further contributed to the cost. Following this, we were provided a vehicle that did not work properly. The car alarm would go off at random times all throughout the day which was very inconvenient when staying at a campsite and resulted in us getting multiple noise complaints. We were also unable to unlock the car multiple times or the car would unlock itself at other times. This made it unsafe and unreliable to leave our belongings in the car in case things were stolen. Since we were 3 hours away on a campsite we did not have cell service to contact Hertz to help resolve the issue so they refused to resolve the issue when we returned. Hertz has no right charging us these prices for a car that does not work. We were not given what we paid for.

  Business Response

  Date: 08/10/2022

  Business Response /* (1000, 16, 2022/08/10) */
  ***Document Attached***
  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 charges billed for your rental as well as for any issues encountered with the vehicle provided. Our records show that in addition to the prepayment made for your rental, a total amount of $106.99 was billed at the conclusion of your rental. This amount included the Loss Damage Waiver (LDW) and Premium Roadside Services (PERS) billed on the contract. Attached is a copy of your signed rental agreement showing an itemization of these charges.
  
  We show that a $100.00 adjustment was made on the total billed before the final invoice was created. In addition, we show the location provided a $100.00 Customer Service certificate for the troubles encountered with the vehicle. We are pleased to see they were able to provide this credit and certificate. Although the rental contract shows the LDW was accepted and signed for, we are processing an additional credit of the LDW and PERS charges incurred. With this in mind, the amount of $106.99 is being credited to the charge card billed as a gesture of customer service. Though processed today, please allow 5-7 business days for the credit to show on your billing statement.

• Initial Complaint

  Date:07/10/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car from Hertz (operating as Dollar Rent a Car) at the Indianapolis airport from July 2-8. When renting the vehicle, I agreed to return it with a full tank of gas. I filled the vehicle with a full tank at a gas station three miles from the airport. When it posts to my credit card account the charge for the fuel will appear in the amount of $52 from Exxon ******* gas station. Despite this, the company still charged me on the final invoice for not having a full tank. They charged me $9.99 per gallon for three gallons, for a total of nearly $30. The vehicle instrument panel showed as full when I dropped it off. This is charge is completely bogus and I want my money back. I called the Dollar Rent a Car customer service line, and there is no option to speak with a customer service representative about this issue. In a recording, they indicate a long process for resolving disputes like these (showing that they are common if they need to have a recording for the information). I'm sure other people pay the illegitimate fees, but I want my money back!

  Business Response

  Date: 07/29/2022

  Business Response /* (1000, 5, 2022/07/15) */
  BBB CASE#: XXXXXXXX
  Dollar 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 on your final invoice for the Fuel & Service Charge (FSC). As a gesture of customer service, we have issued a credit of the FSC in the amount of $34.04. Though processed today, please allow up to 5-7 business days for the amount to show on your billing statement.
  
  Thank you for bringing this matter to our attention and for allowing us to provide assistance.

• Initial Complaint

  Date:07/10/2022

  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.

  Dear BBB representative,
  My Hertz's car rental broke in a remote town in Hawaii. We needed to arrive to the airport to catch a flight. Unfortunately, the Hertz Roadside representative could not:
  * Find a replacement car
  * Sent a towing service, sometimes, the car renters can ride with the towing service
  * Identify a cab to take us to the airport
  * Identify an Uber/Lift (which is Hertz procedure) as a replacement to the cab
  The Hertz Roadside assistance has asked us to check in the Hotel "what the Hotel does in those cases...?" The Hotel shared that there is one individual in town that is helping in such cases. We received approval on the phone from the Hertz Roadside Assistance, to use that PRIVATE ride AND to pay in cash the $350.00. All was agreed and understood on May 3, 2022; please review Roadside Assistance ticket #XXXX-XXXXX.
  The attached documents are PDF copies of numerous emails with Hertz. I have made many attempts to get reimbursed by Hertz. Hertz insist that I will produce a receipt, which by definition, I do not have one. None of my explanations have helped and unfortunately, at this time, I made it to the "black list" because they are no longer responding to my emails. Please NOTE, I have NOT been disrespectful in all my communication and just continually presented the facts.
  This case is a classic example of big corporation "abusive power." Hertz doesn't even willing to check and follow through on their commitment!
  Please help me by having someone in Hertz truly review my case and resolve it.
  Thank you in advance for your assistance,
  Ophir T.

  Business Response

  Date: 07/28/2022

  Business Response /* (1000, 9, 2022/07/26) */
  BBB CASE#: XXXXXXXX
  RR#: XXXXXXXXX
  
  I sincerely apologize for your experience and thank you for bringing to our attention.
  
  A review of our records indicates our Customer Service team issued a refund of $473.79 to you on 07/14/22. It can take up to 10 business days for the credit to post to your account.
  
  
  Consumer Response /* (2000, 11, 2022/07/27) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:07/09/2022

  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.

  On June 3 2022 hertz Latham my falsely charged my credit card for $112.39. I was told the rental I dropped off at the dealer had 1/4 of a tank of gas, after filling it up at the Stewart's gas station directly next to the dealership where I left it for pick up. $84.35 to fill it at the gas station and hertz charged the same day $112.39. I showed receipt proof and they told me I was SOL they don't know where the gas went. This is absolutely unacceptable. When I asked for a manager I was told there's no one to talk to call corporate . I called and you cannot reach a human. I filled out the form and have heard absolutely nothing. I just want my money returned.
  

  Business Response

  Date: 07/29/2022

  Business Response /* (1000, 5, 2022/07/15) */
  BBB CASE#: XXXXXXXX
  Hertz RR#: HXXXXXXXX
  
  This correspondence is being sent in response to a query made by ******** ******. Thank you for allowing us the opportunity to review your concerns.
  
  We apologize for any frustration caused by the additional charges for the Fuel & Service Charge (FSC) on your rental. Our records show the vehicle was returned requiring 1/2 tank of fuel.
  
  We appreciate you sharing your refuel statement showing the vehicle was refueled before return. We are issuing a credit of the FSC at this time. The credit or $112.39 was processed today and will take 5-7 business days to show on your billing statement.
  
  We sincerely apologize for this billing error and want to assure you that your concerns have been addressed with appropriate management for their review and corrective action where deemed necessary.

• Initial Complaint

  Date:07/08/2022

  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.

  June 20, 2022, I received a car from Hertz that was not only unsafe to drive, but illegal. The vehicle given to me had 3 tires that were showing steel cord because they had no tread left. California's state law is a minimum of 4/32 of an inch and these tires had none. I was halfway across the United States when I noticed this. That means that at any time, the tires could have blown up and caused the vehicle to lose control and possibly kill multiple people. Upon realizing the tires were bad, I had exchanged the vehicle out at a nearby Hertz which led to an additional 12 hours adding to the trip due to the hour of finding the unsafe tires. When the vehicle was exchanged, there was an upgrade made which was intended to be for the one day that it was used to complete the trip. The upgrade went from $50 to $450 because they charged the upgrade to the whole rental period. The vehicle was exchanged on June 26, 2022, at 4pm and was returned June 27, 2022, at 12pm. Not a full 24 hours was passed, and I was charged $450. Upon arriving back to the initial pick-up location, they said they couldn't do anything for me, and I need to contact customer services to get this resolved. Everyone I have talked to does not see the severity of the situation and offer minimal help such as a $25 credit for almost killing me and my family. I work in the Aircraft Maintenance field and a common inspection we have before a flight is checking the tires. If I fail to do my inspection and let tires go in the condition my rental was in, the aircraft will crash, and hundreds of people would die. I hope this situation can be viewed and handled in the proper manner. The photos attached were taken upon noticing, 3 hours from the nearest Hertz location. When the vehicle was dropped off, steel cord was seen all around the tires.

  Business Response

  Date: 08/09/2022

  Business Response /* (1000, 9, 2022/07/26) */
  BBB CASE#: XXXXXXXX
  RR#: XXXXXXXXX
  
  Thank you for contacting us. Please accept my sincere apology for the condition of the tires on the vehicle you received. Please rest assured this is no more acceptable to us than it is to you and we will share your experience with the appropriate Hertz management for immediate corrective action.
  
  A review of our records indicates our Customer Service issued a refund for half of the upgrade in the amount of $225.00 on 07/11/22. I have issued a an additional refund of $242.43. Please allow up to 10 days for the refund to post to your account.
  
  Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.

• Initial Complaint

  Date:07/08/2022

  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.

  On April 12th, 2022 we booked with hertz front desk. The lady that helped us, we dont have her name. We initally used affirm a (separate company) but She said it wasnt on file and wasnt recognized and i couldnt leave without rental without paying with them. Made us sign documents for the car rental and failed to explain all the extra/additional charges like roadside asisstance, insurances that we did not need. She misled us and made it seem like the 526 was the total amount. When we was later finding out we charged another 532 for things we didnt needed. We were misinformed and because I had signed the papers no one wants to help us. She was rushing us and didnt tell us in full detail what we was being charged for. Why would we pay another 500, if our completed duration of the car rental was done. The was under staffed with a very long wait line rushing people out, in guise of offering free upgrades. Does not make sense. We traveled locally and only needed the car for space for our kids to go to point a to b. No one wants to help us.
  

  Business Response

  Date: 07/28/2022

  Business Response /* (1000, 5, 2022/07/14) */
  BBB Case# XXXXXXXX
  RA# XXXXXXXXX
  
  Thank you for contacting us. We appreciate this opportunity to address your concerns.
  
  Our records confirm you accepted and signed for the Loss Damage Waiver (LDW), Liability Insurance Supplement (LIS) and Premium Emergency Roadside Service (PERS). I have attached a copy of the signed rental agreement for your reference. Therefore, the billing is correct and no refund is warranted in this matter.
  
  Please know we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.

• Initial Complaint

  Date:07/08/2022

  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.

  Our lives were threatened and I had a terrible customer service experience causing me to need to be reimbursed immediately. I have always rented Hertz for both work and person and I was a loyal Gold member until my most recent experience has put that into question. I rented a vehicle from Hertz on 12/14/2021 with a destination of Denver, Colorado International Airport. The reservation # was XXXXXXXXX and the claim number was XXXXXXXX. The roads were very dangerous in the mountains and our lives were jeopardized because the vehicle's gear shifter was not working correctly. We also experienced a damaged windshield on this rental, and when we returned the vehicle we were informed by the Hertz employee that we did NOT need to worry about the windshield and there would not be a claim, given the issues with the gear shifter. Fast forward more than 3 months later on 3/28/22 I am notified by Hertz Florida Claims team that I have a claim for this windshield despite what the employee told me upon vehicle return. This was greater than 90 days after the rental which did not allow me to notify my credit card company of the damages and claim in order to be covered. I appealed this to the Hertz Claims team and they quite honestly treated me with no empathy and were incredibly rude. I was belittled by a claims employee who told me this was my fault, and that the Hertz worker in Denver did not have the authority to tell me the claim would not be made. If that's the case, they should not have done it or provided me a faulty vehicle that put our lives in jeapordy. I was then threatened that if I did not pay for the claim they would send it to credit card bureaus. Therefore, I paid the claim but am appealing this to be reimbursed the $241.75 that was charged to my card ending in 1232 on 6/20/22. This claim should be reimbursed and all charges should be dropped given the poor customer service and malfunctioning vehicle.

  Business Response

  Date: 08/12/2022

  Business Response /* (1000, 10, 2022/07/27) */
  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.
  
  As your inquiry is in regards to a damage claim, we immediately reached out to our Claims Management team for their assistance. They have advised that the claim was paid in full in the amount of $241.75. At this time, as a gesture of customer service, they have processed a credit of this payment is being made to the charge card originally billed. Though processed today, please allow up to 7-10 business days to see the amount reflected on your billing statement.
  
  We are pleased to see they were able to assist with crediting this amount back to your charge card.

• Initial Complaint

  Date:07/08/2022

  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.

  January 2022 Phoenix Sky Harbor Airport car rental everyone was still masked and behind plastic barriers so we could not even hear what the agent was saying. Then a fight broke out in line between two men regarding wearing masks and there was no security to stop it. We were very uncomfortable and wanted to get out of there but were kept asking to sign on their machine high on the counter and they did not explain why. After we were on the way I looked at the agreement and it listed me as a driver which I didn't originally sign up for. I called and the supervisor wanted us to go back after we were well on our way but eventually said it would be taken care of. Later they billed our credit card and kept insisting we signed the agreement. This is their well-practiced scam. They would not provide me with the recorded phone call I requested. Our credit card company agreed with our dispute ($81) and took it off our bill. They then went after us with a collection agency. I do not want to give these people a dime as that is not what they agreed to on the phone.

  Business Response

  Date: 07/29/2022

  Business Response /* (1000, 10, 2022/07/28) */
  BBB CASE#: XXXXXXXX
  Dollar 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 Driver Fee incurred on your rental. Our records show the reservation under confirmation KXXXXXXXXXX was booked under the name of Loren *****. The assigned rental contract, XXXXXXXXX, shows the listed renter on the reservation was the listed renter on the contract.
  
  At the rental counter, we show an Additional Driver was added to the contract. Please find the initial Signed Rental Contract as well as the Additional Driver contract which shows an itemization of the charges billed.
  
  However, we have been able to confirm that contact was made with our Customer Service team on 01/30/22 to have the additional driver removed from the contract. We regret that at this time of contact, they did not advise that in order to alter the terms of the rental contract, this would need to be done at a Dollar location and not remotely.
  
  With this information in mind, we are requesting the outstanding balance file be closed and our partners at Viking Client Services discontinue their efforts to collect on the balance.
  
  
  Consumer Response /* (2000, 12, 2022/07/28) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I'm satisfied with the conclusion that the outstanding balance be closed.

• Initial Complaint

  Date:07/08/2022

  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.

  Hertz is charging me an additional $39.16 on top of the agreed rental price after returning the vehicle. The charges are bogus including a young renter fee that is supposed to be waived with my AAA membership according to their own website. I contacted them in an attempt to resolve this issue, but customer service refused to listen and eventually hung up on me after demanding to speak to a manager. On top of being refunded the bogus $39.16 charge to my card, I should also receive an additional $38 refund for the young renter fee that I didn't realize I was being charged initially. Again, this is due to the fact that I have a AAA membership connected to my Hertz account, and their own website shows that young renter fees are waived with a AAA membership. I've attached a screenshot from their website where it shows this to be the case.

  Business Response

  Date: 07/26/2022

  Consumer Response /* (3000, 10, 2022/07/25) */
  A Hertz district manager reached out to me and has resolved the issue.