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

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  Hertz

  114 International Way Huntsville, AL 35824-0000

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  Hertz

  315 Malalpine Cresent Fort McMurray, AB T9H 4Y4

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:06/21/2022

  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.

  Terrible experience! Hertz you don't deserve 1 star! You all deserve negative stars! Where do I even begin! Employees are actively practicing fraud, I heard them tell first time car renters that gas fill ups are included with their service. They said "You don't even have to fill up the gas in our cars since it's included with our service." Which it is not! The innocent first time car renters left feeling like they got a deal. There is a charge for prepaid gas! Which they did not disclose the terms and conditions of that feature. They tried telling me the same pitch and I told them that I don't want to pay for the prepaid gas. The Employee then became irate and unprofessional stating that it does come with the service. I told him to keep the prepaid gas off of my bill. We showed up on time but our car wasn't ready and we had to wait 35 minutes for the full make ready of the car. The car had no windshield cleaner and the tires were low on air. This was very inconvenient and dangerous on an 8 hr road trip. We arrived back home later than anticipated and attempted to drop the car off but there was no overnight drop off area for the car as it's on a dealership lot and the dealership locked off the entering area. So guess what we're getting with an additional day and that includes the protection service costs as well. THEN TO TOP THINGS OFF! I WAS ON THE WAY TO RETURN THE CAR THE FOLLOWING DAY, IT WAS SO HOT OUT THAT I STARTED THE CAR AND WENT INSIDE, CAME BACK OUT AND THESE GUYS HAD THE AUTO LOCK FEATURE ON! SO NOW I AM LOCKED OUT OF THE CAR IN THE HOT SUN. I AM NOW WAITING ON HERTz ROAD SIDE ASSISTANCE TO BILL ME AN ADDITIONAL $75 TO OPEN THE CAR DOOR FOR ME TO GET THE KEYS OUT! I'll be filing a BBB complaint!! I want a refund of the full day that we were not able to return the car and a refund of the $75 costs for being locked out!

  Business Response

  Date: 07/22/2022

  Business Response /* (1000, 10, 2022/07/08) */ BBB Complaint#:XXXXXXXX RR #: XXXXXXXXX This is in response to ***** *****. After a thorough review of your account I have come to the determination that there was a delay in closing your rental contract which resulted in an additional day being applied. Based on my review and Hertz's dedication to customers, I have determined it is appropriate to refund ($70.69) for the extra day billed as a courtesy. However, please note the Roadside charge is a valid charge as the car was left unattended. Per your Signed Rental Agreement, you take responsibility for charges incurred during your rental. Thank you for contacting us.

• Initial Complaint

  Date:06/21/2022

  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.

  On Friday, June 17th I arrived at Hertz EWR to pick-up a rental car I had an agreed upon rental contract for. Around 2:30pm I was greeted by an agent at the main desk who directed me to pick-up a Tesla Model Y I had specifically booked in the pick-up bays. After walking out to the bays and waiting for >30 to be received at the gate I was finally greeted by the Gate Attendant. The Gate attendant refused the rent me the vehicle noting that I appeared on the DNR or "Do Not Rent" list and gave me two options to remedy this. 1) Call a provided number, #************ or 2) Pay a significant fee that doubled the cost of the rental. Not wanting to pay this cost I called the #************ number, which provided me with the below recording, "Due to unanticipated circumstances we are unable to answer any calls - please try again later". Undeterred I asked the gate attendant to call over a supervisor who noted that unless they answered this phone call or I paid for a new rental (albeit at a higher price) I would not be able to take the car in that had been contractually rented to me and I was obligated to. Clearly - I was being extorted for more money and to shell out more than the $317 I had originally rented for on a holiday weekend (paid for). A new rental would have been upwards of $700 while the phone number provided continued to go unanswered.

  Business Response

  Date: 08/03/2022

  Business Response /* (1000, 17, 2022/08/03) */ BBB CASE#: XXXXXXXX Hertz RR#: XXXXXXXXX This correspondence is being sent in response to a query made by ******* *******. Thank you for allowing us the opportunity to review your concerns. We apologize for any frustration caused when you were unable to rent a vehicle due to the suspension of your rental privileges. Our records show your rental privileges are suspended due to an unpaid balance on RR# XXXXXXXXX in Newark. Our record show this rental took place from 10/15/22 - 10/22/22. The total charges billed in the amount of $1053.29. On 12/03/22 we received a chargeback of $1053.29 from your financial institution. As the charges were valid based on the rental information in our systems, this balance was moved to our Direct Billing team who attempted to collect on the balance owed. After attempting to collect on the outstanding balance without payment, this balance was moved to our outside collections team, JNR Adjustment Co. This balance must be settled for your rental privileges to be reinstated. They may be contacted at XXX-XXX-XXXX. Business Response /* (1000, 17, 2022/08/03) */ BBB CASE#: XXXXXXXX Hertz RR#: XXXXXXXXX This correspondence is being sent in response to a query made by ******* *******. Thank you for allowing us the opportunity to review your concerns. We apologize for any frustration caused when you were unable to rent a vehicle due to the suspension of your rental privileges. Our records show your rental privileges are suspended due to an unpaid balance on RR# XXXXXXXXX in Newark. Our record show this rental took place from 10/15/22 - 10/22/22. The total charges billed in the amount of $1053.29. On 12/03/22 we received a chargeback of $1053.29 from your financial institution. As the charges were valid based on the rental information in our systems, this balance was moved to our Direct Billing team who attempted to collect on the balance owed. After attempting to collect on the outstanding balance without payment, this balance was moved to our outside collections team, JNR Adjustment Co. This balance must be settled for your rental privileges to be reinstated. They may be contacted at XXX-XXX-XXXX. Consumer Response /* (3000, 23, 2022/08/18) */ Hi, the rental hertz noted I rented - RR#XXXXXXXXX in Newark Airport on 10/15 (Assuming it was 2021 as October 2022 hasn't occurred yet) never occurred. I have reached out to them multiple times and stated I have proof I was not even in the state that day and was nowhere near that location - yet they won't ever let me speak to a real person to resolve this situation! The rental company has instead sent the bill to collections since my credit card company after an investigation fully refunded the $1053.39 charge noting that the rental did not occur by me. All I am asking is to have Hertz Finance reach out to me to clear up to me and check into their cameras at this location to see who rented the vehicle. I have proof I was not there on this day and Have retained counsel to deal with collections. Under no circumstances will I be paying this fraudulent charge to Hertz Rent-A-Car. Business Response /* (4000, 25, 2022/08/24) */ BBB CASE#: XXXXXXXX Hertz RR#: XXXXXXXXX This correspondence is being sent in response to ******* *******. We apologize for any frustration caused; however, our records show a rental took place. If you believe this rental was fraudulently obtained, please file a police report and send a copy of this report to our offices so that we may notify our Fraud team for their full investigation. As you have indicated legal counsel has been retained, we are unable to further discuss this matter directly and must advise all communication be through appropriate legal channels.

• Initial Complaint

  Date:06/21/2022

  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.

  My wife and I went to Hertz car sales at 8115 Belair Rd, Baltimore MD XXXXX on 6/18/22 and arrived a little after 9am I was meeting with George Holmack who said he could get us into a good car. We were looking at the 2017 Buick Encore preferred but we weren't really sure if that was the vehicle we wanted to be in. So we walked in and sat down with George he asked did we want to see the Buick he had parked it right out front, we agreed. We went and looked at it and we thought it looked really nice but we wanted to test drive it. Well that's when the issues started. George claimed we would test drive the car in a min so we assumed we were waiting on that so we sat waiting at his desk. The next thing we know George gets up and we see him meeting with another couple and he left us literally for like two hours to tend to them. We got pulled in by John the finance manager he was really nice but we're not sure if he was under the assumption that we test drove the car and we agreed to the terms or what happened. The paperwork was already processed and drawn up with the tags and registration ready for a car that we had not test drove yet! This was my wife's first time buying a car so we did not know the circumstances and they knew that that's why they attempted to scam us. We did sign the paperwork which was a mistake obviously but is also illegal without test driving the vehicle or giving permission to proceed with the terms of the contract. We weren't told we were paying 40k for a car that was listed for 19,000 but only worth 9,000. We were told the car came up to 18,000 and that they took money off. So after all of that was done we were told we had 7 days to bring back the vehicle if anything was wrong with it and George told us " look I know you guys didn't test drive it but people buy cars all the time without test driving them". He claimed the car was in perfect condition as well that was a lie. We drove the car off of the lot and instantly we knew it had issues

  Business Response

  Date: 08/03/2022

  Business Response /* (1000, 14, 2022/07/20) */ BBB CASE#: XXXXXXXX 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 pertains to a Car Sales matter, we forwarded your concerns to our Corporate Car Sales Management team for their assistance. They have advised that they took the vehicle back and unwound the sales deal on 06/28/22.

• Initial Complaint

  Date:06/20/2022

  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.

  Hertz is legitimately the WORST company I've ever rented with! From the inception of my rental insurance claim, I was misinformed. The rep told me I can utilize two forms of payment, either debit or credit card. I was informed that was incorrect by the local hertz rep. The day of my scheduled pick up from the shop, they sent lyft over an hour late! The price I was also quoted, wasn't the actual correct price! That caused multiple express payments to cover the actual rate. Upon returning my rental to the shop, 6/16/22 3:45pm, I was assured the vehicle would be retrieved same day! That didn't happen, no notification given from the branch manager. I found out from over limit notifications by my credit card company. Upon following up with the location, I was informed they had no drivers to retrieve the rental. Which delayed the closing of the rental, which is still impacting me! When I called to complain, since staff shortages, and poor communication aren't my problem, I was met with excuses. I called executive response team, and requested a manager call back; received none! I want to be accompanied for any associated fees, as well as my rental agreement price adjusted!

  Business Response

  Date: 07/27/2022

  Business Response /* (1000, 9, 2022/07/06) */ BBB CASE#: XXXXXXX Hertz RR#: XXXXXXXX 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 confusion caused regarding our Form of Payment Qualifications. As outlined in the Rental Terms & Conditions, customers may use a Credit or Debit card to secure their rental at the time of pick-up. However, the payment may not be split among multiple payments at the start of the rental. The full authorization must be placed on one charge card and at the end of the rental the customer may pay the final total with whatever form of payment they have. Please find a copy of your final invoice attached which confirms your return on 06/16/22. Rest assured, your concerns will be addressed with appropriate management for their review and corrective action where deemed necessary. Consumer Response /* (3000, 11, 2022/07/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business doesn't accept debit cards, I didn't want to split a payment! I was informed upon arrival, and management verified, they don't accept debit cards! I had to use my credit card, and was informed the incorrect amount, which resulted in split reservations! I also had the hold remain on my card, due to staffing inefficiencies! The vehicle wasn't picked up the day I left it at the mechanics. It was in fact picked up the next week& closed late!

• Initial Complaint

  Date:06/20/2022

  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 returned it in a hurry and let ***** the attendant know I did not fill it up and there was a little trash on the floor. I was standing by the rear passenger door smoking. So, she told the people at hertz that I was smoking as I pulled into the lot which is a lie. She was 4 or 5 cars up from me and I had time to grab my bag out of the front seat and my other bag out of the back seat. Walked around the car and lit my mini cigar. she walked up and was shaking her head. I politely told her that I placed the keys on the dash, and I did not have time to fill up the tank but the little bit of trash I could get out and she did not answer so I didn't get it out. I proceeded to the airport. I get a bill that has a $400.00 cleaning bill due to her supposedly seeing me smoke in the car which I was not. I don't smoke in rental cars. I do smoke outside of them though and like I told **** on the phone, I do know that the window was down sometimes. They said there were ashes in the car with the window down I could see ashes get in there, but ***** stated that she saw me smoking in the car and that was a blatant lie and she said it smelled like smoke. I guess it could smell like smoke from me smelling like smoke, but the rule is you can't smoke in the car which I never did. And ***** is flat-out lying that she saw me smoking in the car because I was not. I want the $400.00 put back on my card. A company should not be able to place a charge on a card for something they think and not talk to the customer. An employee lying about something they supposedly saw should be fired for lying.

  Business Response

  Date: 07/20/2022

  Business Response /* (1000, 9, 2022/07/06) */ BBB Complaint XXXXXXXX RR# LXXXXXXXX This is in response to ***** ******. Hertz vehicles are serviced and cleaned before being assigned to customers. Customers should return the vehicle in the same condition as rented. In this case the renter was charged in error. The refund process has started and to allow 7-14 business days for processing. Thank you for contacting us.

• Initial Complaint

  Date:06/20/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a gold member of Hertz as well as a AAA member. Hertz has made quite a few changes to their rental practices without notifying their customers. For example if you rent a vehicle and don't pick it up on the day of your reservation you will be charged. Another new practice is that you will also be charged if you book with an agent instead of using their online or app service. So I have been using the app service to make my reservations in order to avoid booking fees. During my current rental for June 3 through the 14th I chose to use my loyalty points which I applied through the app out of the 3 rewards available to me. Prior to returning the car today I find out that my points were not applied, nor did I receive an email confirmation for my current rental even though the rental itself shows in their system. My local office,Signal Hill, understood and advised me to call the rewards program to see what they could do. I spoke with two representatives, one who's name was Fernanda, and a supervisor who patronized my frustrations, and did nothing to help or assist! They merely offered their apologies and stated that I should have called to confirm my reservation. I tried , to no avail, several times to explain that the reason why I didn't call was because I wasn't aware that there was a problem ( loyalty points not applied)with my reservation nor did I want to be charged for speaking with an agent by making possible alterations to the reservation. I feel taken advantage of by an app that's CLEARLY FLAWED and Hertz could careless about my frustrations as long as they get paid!

  Business Response

  Date: 07/11/2022

  Business Response /* (1000, 10, 2022/07/06) */ BBB Complaint XXXXXXXX RR# XXXXXXXXX This is in response to ******* *******. As an apology for this inconvenience I have added the two weeks of pts to your recent rental as a one time goodwill gesture. The refund of $463.84 will take 7-14 business days to receive. We appreciate the time you took to share your feedback and look forward to seeing you on your next adventure. Thank you for contacting us! Consumer Response /* (2000, 12, 2022/07/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your good will gesture. As a presidential gold member who's spent thousands of dollars in car rentals I deem your offer to be fair. I hate that I had to file a complaint before getting this resolved as I felt this should have been done initially. I'd advise Hertz to ensure that their app works correctly and to always ensure that their customers are aware of any and all changes going forward. Thank you again.

• Initial Complaint

  Date:06/20/2022

  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 15, 2022 I made a car reservation for 1 week for $1200. I was told there would be a $30 deposit added to my credit card. That deposit was really $500. No one at the customer service # answers the phone. It's an answering machine. You call the location and leave a message, someone calls you back, giggles and says "no you're mistaken". On the 18th I bring back the car after 3 days. While trying to charge me for 4 days, the trainee, on the phone with his manager charged me for 4 weeks. I got charged $3400. My credit card maxed out, and I will be charged by the bank for going over my limit by a lot of money. The trainee apologizes, tells me it's going to take 24 hours for my refund. It's Saturday night so it will normally take 48 hrs to get a refund, except Monday is a federal holiday. It will take 3 days to get my $3400 refunded. I explained this to the trainee I was give A list of numbers. The 24 hr emergency number, rental exchange number, worldwide reservations #, and the insurance number and the billing number only open Monday thru Friday. I'm told a manager will call me Sunday morning. I call several times, no one answers and no returns my calls. I got messages from Hertz on Facebook asking me if someone returned my call and asking me to complete a survey about their customer service. I tell Hertz on Facebook no one has called me or turned my calls. They check back in with me several times. Still nothing and each time they say they will reach out to the manager had have them call me. It is Monday June 20, 2022 and I have not heard from Hertz. At this point the assumption is that I am being ignored.

  Business Response

  Date: 08/12/2022

  Business Response /* (1000, 12, 2022/07/07) */ The wrong information was sent over to this BBB case. BBB Complaint #XXXXXXXX This is in response to ***** ******* When the car is returned, a charge for the total amount due is submitted to your credit card company. Depending on the credit card company, there may be a delay between the time the charges are received and when the hold is released. The length of time this takes is not determined by Hertz. Since the card issuer is responsible for releasing authorization holds/funds back to their customers' accounts, you must contact the card issuer directly for assistance. Thank you for contacting us. Consumer Response /* (3000, 14, 2022/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) This did nothing to address any of my concerns. The store manager and employees were extremely rude, and hung up the phone when asked to leave a message for the store manager. The store blocked my number until the store manager was ready to answer my questions and wanted me to play back and forth games with the customer service who told me my issues are with the store, not hertz. I was not taken seriously until I suggested I call a lawyer. Only then I was told I would get a refund in two days. Customer service laughed at me and said 5 days. I was charged a $500 deposit after i was told I would be charged a $30 deposit. When i called I was laughed at and told i was wrong. When I called customer service I was told deposits are taken with credit cards. After I charged $3400 and ignored for several days Hertz customer service didn't want to help me and told me i didn't exist based off my rental number and phone number and asked me to repeat my credit card number over the phone several times "in an attempt to find me". That is B.S, when I refused to repeat my credit card number magically I was found. Due to the poor customer service i want my money back. Business Response /* (4000, 19, 2022/07/19) */ BBB Case# XXXXXXXX RA# LXXXXXXXX Thank you for contacting us. We appreciate this opportunity to address your concerns. I sincerely apologize for the experience you had and any inconvenience caused. I have confirmed that a refund in the amount of $417.48 was processed on June 24, 2022. I have also emailed you a copy of the invoice, which will show this credit. Please know we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter. Consumer Response /* (4200, 21, 2022/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) My original contract was for 1 week. I returned the car after THREE days and was treated like absolute garbage by all parties involved at HERTZ. I WANT MY ENTIRE REFUND BACK. Not just the $417.48 I received that took a week to process. I want it all back. I did not pay you treat me like garbage. I didn't not pay you to charge $3400, try to ignore me, laugh in may face, hang up the phone, block my number, refuse to be a reasonable person, blow smoke in my face and say "oh well", and lie to me consistently. I paid you to rent a car. I returned it after 3 days and you charged me for 4 days then all the things listed above happened. There is no excuse for it. I want all my money back! Business Response /* (4000, 26, 2022/08/11) */ BBB Complaint#XXXXXXXX RR#LXXXXXXXX This is in response to ***** *******. I appreciate this Is not the outcome you were anticipating; however, I want to assure you this matter was treated with the utmost importance and our decision was based on the exhaustive reviewed carried out. We have confirmed that a refund in the amount of $417.48 was processed on June 24, 2022. Rental charges are computed based on a rental day consisting of 24 consecutive hours commencing at the time of rental. The minimum rental period charged is one day. This is for the 3 days of unused rental due to the pick up time and drop of time you were charged for 4 days. With the above in mind we find this matter fully resolved and closed. Further requests to revisit this matter will not be considered. Thank you for contacting us.