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

7,229 total complaints in the last 3 years.
2,346 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:07/07/2024
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.
Received an Email from Hertz 30 June 610am.No photos or Completed VIR Document by ***** was Attached to the email.From: ******************************** <**********************************************************>Sent: Sunday, June 30, 2024 6:10:54 AM To: ************************** <**************************>Cc: ******************************** <**********************************************************>; ******************************* <******************************************************>; ************************* <***************************************************>; ****************************** <***********************************>; ************************ <***********************************>Subject: Hertz RA# ********* Good morning, Thank you for returning your vehicle. Upon further inspection of the vehicle, it was noted that the front passenger side bumper was gouged. After investigation, we have determined that this was not previously noted. I have attached photos for your reference. As well, you will have received a copy of the vehicle incident report that was completed on our end. Could you please see the attached pdf file. Complete the damage report and send it back to us by via email.I have cc'd my managers, should you have any questions please feel free to contact them.Thank you and have a good day!
Business Response
Date: 07/08/2024
BBB Complaint: ********
Rental Record #: *********

This is in response to ***************************.

Thank you for contacting us we have received your inquiry and appreciate you reaching out to us.

Hertz thoroughly reviews each customers inquiry. After further review of our records, a member of the location management team has been in recent contact with you to confirm there is no damage charge on your rental at this time. The $266 charge is related to your time and mileage before tax.

While a damage report has been filed, and a damage investigation is underway we will inform you of any further actions if deemed appropriate.
Best Regards.

Customer Answer
Date: 07/08/2024

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:07/02/2024
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.
We were overcharged for gas-- we filled the tank immediately prior to returning the vehicle but were charged as though we did not. We have contacted Hertz 3 time with no response. We filed a dispute with our credit card company, but Hertz fought it and we have been re-charged for the disputed amount. We have proof with a receipt that we filled with gas but Hertz will not speak with us so that we can show this and resolve the problem. We also tried to call immediately when we discovered the error (or intentional overcharge) but there was no answer. We discovered it within minutes of receiving the email receipt, and the car was likely still sitting in the return lanes. Someone else could have gone out to check the gas gauge immediately and fixed the issue promptly, but Hertz did not answer their phones. Now they will not answer emails or allow us to show that they were in error. See attached receipt-- we put gas in within 20 minutes of the car being returned (4 or 5 cars were checked in before us, so that accounts for the lapse in time). 256 miles were driven from check out to check in (per the rental receipt), and if the average gas mileage of the vehicle is calculated, this will match the amount of gas we put in the vehicle prior to return. The 6 gallons we were charged at $10.73/gal was fraudulent. This is also the second time this has happened with Hertz-- for almost the exact same amount of gas. This appears to be a common practice to cheat customers.
Business Response
Date: 07/04/2024
Complaint ID: ********
RR#: *********

Thank you for contacting us. Please accept our sincere apology for the billing error related to the fuel charge. I am very sorry this is the second time you have had this happen. Rest assured we will address this matter with the appropriate management to prevent recurrence. We have issued a refund of $66.10 to your credit card. Please allow up to 7 business days for the refund to post to your account.
Initial Complaint
Date:07/01/2024
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.
I have rented from hertz for the pass 3 to 4 month each month I deal with and issue were I call I am told the rental has been extended rental has been extended for the requested time.I am told the system isnt requesting any additional funds. Then I will just happen to extend it again, and then Im told that the car is in what they call the repo department. Its very upsetting because *** spent an awful a lot amount of money with this company. Probably somewhere in the amount of 8 to 9 grand dust far.Its very upsetting because *** spent an awful a lot amount of money with this company dust far when these things happen it affects the history of the renter so it could lead to bigger problems. I take issue with this because its too big of a company for these type of things to happen. Its also very stressful when the customer does their part it is up to the company to do their part in many times this happened and somebody somewhere is dropping the ball. Not necessarily the location but the 800 number. I also want to take this time to mention that I havent been able to completely understand all of the charges on the account *** sent emails about this, but Im emailed a very generalized message that doesnt solve any problems. Its almost impossible to get to someone who knows whats going on. In addition, to that I set up I set up one of their loyalty program or reward programs rather when I first started renting when I asked about it, I was advised that I do not have it here recently, I started a new one, but I was told prior to I already had one which means I lost a lot of points that I couldve gathered during this time. I also emailed about this and got a very general email back.
Business Response
Date: 07/03/2024
BBB Complaint: ********
Rental Record: *********

This is in response to *****************************.

Thank you reaching out and allowing us to address your concerns.

Hertz thoroughly reviews all inquiries. Please accept our sincerest apologies in regard to the inconveniences experienced during your rental. Please rest assured, that your concerns have been shared with the appropriate management team for an internal review and any corrective action necessary.
We deeply value you as a loyal Hertz Gold Member and as a gesture of goodwill I have added ***** reward points to your hertz loyalty account. The points are added as of today and available for use.
Thank you for allowing me to address your concerns.

Best Regards.
Customer Answer
Date: 07/07/2024

Complaint: ********

I am rejecting this response because:

Sincerely,

*****************************
Initial Complaint
Date:06/27/2024
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 rent a car from hertz on June 1st from ************** branch. I bought the liability insurance from them when I rent the car. I was involved in an car accident while renting the car. The police came and asked for the proof of insurance. I contacted the hertz customer service at least 4 times and the staff at the branch. All of them told me the rental agreement is the proof of insurance. I sent it to the police. But now I am getting a ticket for not presenting the insurance to the police. The police was saying he didnt see a policy number and effective date there so it failed to prove that I have the insurance.I have been told from hertz multiple time that the rental agreement is the insurance proof. But I still got ticket. Now Ill need to go to the court. The company should be responsible for this whole situation. I paid the extra dollar to buy the insurance just to protect myself but I still get ticket just because they didnt provide me the right document. They need to pay for all my expense, not only the ticket but the compensate all the time and money I spent to solve this problem.
Business Response
Date: 07/02/2024
BBB Complaint: 21908934
Rental Record: 155073365

This is in response to ****************.

Thank you allowing us to address your concerns.

Hertz thoroughly reviews all customer inquiries submitted. I was able to review your supporting documentation. We are in the process of reviewing and providing the best resolution as possible, however we are needing additional information.

We are requesting that you send in a scanned or photo copy of the actual citation received for further review and investigation. We truly your patience during the resolution of your concern.

Best Regards
Customer Answer
Date: 07/05/2024

Complaint: 21908934

Please see attached the ticket. Please pay for the ticket and compensate my time and my effort to deal all these situation which I shoudn't need to.

Sincerely,

****************
Business Response
Date: 07/12/2024
BBB Case 21908934
RR No: 155073365

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

I have issued a refund of $190.00 to the card on file to reimburse you for the ticket. Please allow up to 5 business days for the funds to post to your account.

Thank you for contacting us.
Initial Complaint
Date:06/26/2024
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.
Previously made a rental reservation on line and paid for a Chev equinox, out of *********************. Jun 26 was present to pick up the Equinox and required to once again go through the rental process. With additional monies required. At this particular airport rental agencies do not allow walk up customers to rent. So, pretty much stuck with Hertz. We retrieved the vehicle, not a new equinox, but a 4 year old ******* no navigation system, blurry back up camera, and no active alarm notice. We checked the ****** beforehand in an underground garage, but once in daylight saw a scratch on side. In addition, the car reeked of cigarette smoke, and as we drove saw the smearing of thick smoke film on the windshield. Noticed Hertz of this and received a pay copy paste response:
Business Response
Date: 06/30/2024
RE: BBB Complaint # ********
RR # 168914174

Dear Mr. and *****************,
Thank you for reaching out to us regarding your complaint. I am sorry to hear of the way you received your vehicle. I truly appreciate your time in notifying us of this issue. My sincere apologies for the cleanliness and condition of your rental vehicle. Hertz prides itself on providing a clean and well-maintained fleet to allow our customers a comfortable ********************** experience, and we failed to meet that goal. I apologize for any inconvenience you experienced with the vehicle. Your satisfaction is our priority, and we look forward to serving you better in the future. I have sent a $50 rental certificate to the address you have provided. Please allow up to 4 weeks for **** to get that delivered to you. If theres anything else I can assist you with, please feel free to let me know. Safe travels!
Initial Complaint
Date:06/26/2024
Type:Order 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.
We rented a car from the 16th to the 23rd of June ************************************************************************************ advance. We picked up the car and they asked us if we were interested in an insurance for the car. We answered NO because it is already covered by the credit card. So we signed absolutely nothing. Anyway they charged us in addition to the full advance payment of ****** + $573.89 for a NOT required insurance + taxes and fees, stating that we signed up for the suggested Insurance. We called them asking for a copy of the contract we supposedly signed but they dont want to send it. Thanks for your help The reservation n is K8784359266
Business Response
Date: 06/28/2024
BBB Complaint: 21908208
Rental Record: 163119423

This is in response to *******************************.

Thank you for reaching back out and allow us to address your concerns.

Hertz thoroughly reviews all customer inquiries submitted. I was able to review your supporting documentation and offer our sincerest apologies in regard to this billing error. At this time a full refund has been issued in the amount of $573.89 to **** x4103. We kindly ask that you allow 3-5 business days for processing.

Please rest assured, that your concerns have been shared with the appropriate management team for an internal review and any corrective action necessary.

We truly your patience during the resolution of your concern.

Best Regards
Initial Complaint
Date:06/26/2024
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.
We rented a car from Hertz at *************** in ******* on 5/8/24. The car rent fee was ****** Euro for 7 days. We returned the car on 5/15/24. The "Check- Condition" on the VEHICLE CONDITION REPORT FORM (attached) has clearly stated that "there is no new damage found. Payment is not needed". But after we return to **, we found Hertz has charged $1,313.15 from our credit card. Later Hertz sent us an invoice: $226.52 was for car rent. The rest $1086.63 was the damages cost: $857.62 (Repairing)+ $33.06 (Damage Admin Fee) + $195.95 (Tax: $890.68 X 22%).On 6/12/24, we sent an email asking Hertz to provide us the Cost Matrix /Cost Break Down for the Damage Repairing from the car repairing shop; If Hertz can not provide it, Hertz must refund us the "damage" charge of $1086.63 back to our credit card. We received Hertz "Do not reply" email on 6/14/24 as following: "Thank you for taking the time to contact us about your Hertz rental. Your business is important to us, and we welcome the opportunity to assist you. Our goal is to provide you a personal response from a Hertz **************** Representative within 1-3 business days. In the meantime, perhaps our Frequently Asked Questions on www.hertz.com/rentacar/customersupport might assist in answering some of your questions.The case reference number for your email is 22545332."But we haven't hearing from Hertz since then. www.hertz.com/rentacar/customersuppor has never worked. We called Hertz a few times. Each time, we were rerouted to a different department. So far no one was willing to help us to solve this problem. We are very frustrated.Please help us to get refund from Hertz for the "damage" charge of $1086.63 or Hertz must provide us with the Cost Matrix /Cost Break Down for the Damage Repairing from the car repairing shop within two weeks.
Business Response
Date: 06/30/2024
RE: BBB Complaint # ********
Reservation: k8374063595
Hertz Care Cases: 22545332, 22704278

Dear Weiping Xie,
Thank you for reaching out to us today regarding your complaint regarding damage charges. I have contacted the location regarding this charge and included your inspection report. This location is a franchisee location, so I am unable to make any monetary adjustments at this time. I have contacted the location under case 22704278. Please know that as the location is international, it may take a bit longer before we hear back. Please reach back out if you do not hear from us within the next week.
Customer Answer
Date: 07/02/2024

Complaint: 21907845

I am rejecting this response because:
Dear BBB,
Thank you for taking care of this issue. Hertz wanted us to wait longer for their "any monetary adjustments". Here was Hertz's response:
Dear Weiping Xie,
Thank you for reaching out to us today regarding your complaint regarding damage charges. I have contacted the location regarding this charge and included your inspection report. This location is a franchisee location, so I am unable to make any monetary adjustments at this time. I have contacted the location under case 22704278. Please know that as the location is international, it may take a bit longer before we hear back. Please reach back out if you do not hear from us within the next week.
Let's see if I will hear from them this week.
Thanks
Sincerely,
Weiping

Business Response
Date: 07/04/2024
BBB Complaint: 21907845
Reservation: K8460558954

This is in response to *********************.

Thank you for reaching out and allow us to assist with your concern.

Hertz thoroughly reviews all customer inquiries. According to our records, there is an active case with an ongoing investigation to resolve your initial complaint / damage dispute. We provided a response on June 30th in regard to the status of your dispute.

We appreciate your patience as we rely on documentation for refunds & are working with the location. Please be advised that since this is an international location internal review and investigation tends to take a bit longer than normal.

We look forward to resolving your concern as quickly as possible.

Best Regards.
Customer Answer
Date: 07/09/2024

Complaint: 21907845

I am rejecting this response because:
We are NOT satisfied with Hertz's response.
Basically Hertz didn't provide any new information this time. They just gave us the information that was not different from what they had given us before,
which was already rejected by our credit card claim department. Our credit card claim department needs Hertz to provide the detailed Cost Matrix / Cost Break Down for the Damage Repair from the car repairing shop. For example, how much is the paint? How much is the labor charge etc?

Would you please let Hertz know that we are not satisfied with their response. They should either provide us with the detailed Cost Matrix / Cost Break Down for the Damage Repair from the car repairing shop, or refund us the "damage" charge of $1086.63 back to our credit card.
Thanks
Sincerely
*********************
Initial Complaint
Date:06/26/2024
Type:Customer Service 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.
This company is renting out dangerous cars. Its one thing for them to not be cleaned the way they claim to be but to rent out cars with major damages is unsafe. This is the 3rd vehicle Ive rented and there is significant damage and no way to repair. Then they will say I am responsible to take it to get fixed on my time. The car will sit in a shop for a week and I will get charged for the rental. How is this even possible. This is robbery. My passengers are concerned for their safety in the vehicle I just received 15m ago from the rental place. The Hertz in *******, ** and ****************, **. I am paying $500 a week for cars that dont work and I cant even get them fixed or swap them out ?? They take your money then inspect the car ? Renting an EV starting @ 11% battery ?? Taking the car to get serviced as soon as you get it? Im so confused and frustrated.
Business Response
Date: 07/05/2024
Complaint ID: ********
RR#: Unknown

Thank you for contacting us. We would like the opportunity to respond to your message, but we are having difficulties locating your rental record; please provide the following information: 1. Reservation confirmation number or rental agreement/record number. 2. Name of primary renter. Once we have the updated information, we will be glad to assist you.
Initial Complaint
Date:06/26/2024
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.
On May 12, 2024, I reserved a SUV online for the dates of 5/17/24 through 5/21/24 from the **********************************. I elected the pay now option with the Loss Damage Waiver option. I was quoted the following rates $46.42 daily rental rate at 4 days and a Protection rate of $41.99 at 4 days, plus the applicable taxes and fees. It was my desire to pay the entire bill, at the time of my reservation. However, the system was only set up to collect the daily rental rate plus tax and fees, so I was only initially charged $277.80. Here is the issue; once I returned the car and received my emailed receipt, I was actually charged $69.99 at 4 days for the loss damage waiver. The customer service representatives keep inaccurately advising me via email correspondence that I signed an acknowledgement form accepting these charges. However, they have been unable to furnish any documentation with my signature, because when I picked up the car, I did not sign anything. I never even presented an ID! So, the representatives stating that I signed something, is a complete fabrication of the facts. At this point, I am merely requesting an adjustment for the difference in the rates that I was charged. I feel that a review of facts by a qualified associate could have quickly resolved this matter. However, my request to have a manager call me back have gone unanswered via email exchange and when I attempted to call into the call the office, I waited over 10 minutes and no one answered the phone. I am seeking a prompt resolution. I have also mailed in a formal written complaint to Hertz' **************** to no avail. They keep sending me emails saying that I acknowledged the charges, this is completely erroneous. I AM NOT DISPUTING THE **** THAT THE COVERAGE WAS ADDED, I AM DISPUTING THE CHARGED AMOUNT. To date, I have attempted to reach Hertz, they refuse to return my complaint with a phone call. And their email responses are not adequately addressing my complaint.
Business Response
Date: 06/27/2024
BBB Complaint: 21907586
Rental Record: 146921692

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

Thank you for reaching out and allowing us to research and address your concern.

Hertz thoroughly reviews all customer inquiries submitted. Please accept our deepest apologies in the delay in responding to your initial inquires. After review of your supporting documentation and our records, an adjustment has been made to your final invoice to reflect the original quoted rental coverage price. As a result a refund of $112.00 to Master Card x2187 has been issued. We ask that you allow 3-5 business days for processing.

We truly value you as a loyal Hertz Gold Member and appreciate your patience during the resolution of your concern. As a gesture of goodwill 500 points have been added to your loyalty account.

Best Regards
Customer Answer
Date: 06/28/2024

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:06/26/2024
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.
On 6/1/24 vehicle rental was not available for pickup at ************************. Traveling from **** at the time of rental. Hertz Agent refused to provide me with information stating car was not available. Charge is still on my Master Card. It's been. 4 weeks and still no refund. This is a scam. The vehicle should have been available if I paid in advance or funds returned immediately.
Business Response
Date: 06/30/2024
RE: BBB Complaint # ********

Dear ********************,
I am sorry to hear we were unable to honor your reservation with us at our Savannah ******************** our vehicle inventory typically meets confirmed reservations, occasional shortages arise due to unforeseen circumstances. I am happy to take a look at your account, however I was unable to find your reservation. If you please would provide me with your reservation number beginning with a J or K, I will investigate this matter further. Have a great weekend!

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Hertz is NOT a BBB Accredited Business.