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

7,224 total complaints in the last 3 years.
2,187 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:05/08/2024
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'm seeking a refund for $159.92 and $13.58. The vehicle would not start at the ******* ******** at **************** and my family was left stranded. I've spoken several times with Hertz **************** via phone and they been completely rude and even transferred me back to there main menu during the call just so they would not have to talk to me. Your calls are recorded and so you should be able to find/listen to how terrible this customer service is. I've been a valued ********************** customer and a ********************** President ****** member that I use for both vacation and business and I should not have to pay for the full amount and would like a refund here.
Business Response
Date: 05/14/2024
Complaint ID ********
********************** Agreement Number 123059882

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

I regret the inconvenience this matter has caused you. After review of our records I am showing this rental was fully utilized and driven over 200 miles due to this fact I must respectfully decline your request for a full a refund.

However, there is never a reason for a Hertz employee to be rude or disrespectful and any unprofessional behavior will not be tolerated. I also regret the situation was compounded by the negative attitude of our representative, who failed to handle the matter in a courteous and professional manner. We will use your comments to ensure these matters are addressed and working on correcting them. I thank you for your comments. I have added 500 loyalty points into your Presidents Circle account as a gesture of our goodwill.

Thank you for contacting us. I appreciate your allowing me to address your concerns.
Customer Answer
Date: 05/15/2024

Complaint: 21683520

I am rejecting this response because: 500 points that I would never use is unacceptable and providing a rental that would not start leaving my family stranded in our vacation is unacceptable as well. I want a full refund.

Sincerely,

*********************
Business Response
Date: 05/23/2024
BBB Case 21683520
Rental Record 123059882

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

While I understand this is not the outcome you were anticipating; I assure you this matter was treated with the utmost importance. Please know we take all customer concerns seriously. We stand by our decision and consider this matter fully addressed. I appreciate you allowing us the opportunity to review your concerns.

Thank you for contacting us.
Initial Complaint
Date:05/08/2024
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 them that had no oil in it so it had to be serviced while I was on vacation causing me to be without a vehicle for 24 hours, which I should not have to pay for also my $200 deposit has never been returned to me, the supervisor has been notified by myself several times and she has stopped taking my phone calls since our initial conversation also is specifically states in hertz rental contracts that they insure all vehicles fluid levels are checked before going out for rental, this was not the case.
Business Response
Date: 05/10/2024
BBB Case 21679552
RR No: 122964100

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

Our records show that all authorization holds were released on 04/29. Once an authorization hold is released, it is the responsibility of your financial institution to release the funds back to your account. The amount of time this takes is dependent on your bank.

Thank you for contacting us.
Customer Answer
Date: 05/13/2024

Complaint: 21679552

I am rejecting this response because:
Your business still fails to respond to any inconvenience youve caused me as a result of me not having a vehicle for 24 hours due to the negligence of your employees. I have documented papers from the auto shop that the oil in the vehicle had not be changed in a very long time and there were no leaks. I entered a contract with you all that states all your vehicles fluids are checked before sent out for rental. That was note the case here. I paid for a full week rental but did not receive that, I am owed my money back.
Sincerely,

*************************
Business Response
Date: 05/17/2024
BBB Complaint: 21679552
RR# 122964100
This is in response to *************************. You are correct all Hertz vehicles are to be thoroughly cleaned, serviced, and in good mechanical condition before being released for rental. I have removed 2 days from the weekly rental charge and removed 2 days of Loss of Damage Waiver. Please allow 5 to 7 business days for the refund to posted to your billed credit card in the amount of $269.72.
Thank you for contacting us.

Customer Answer
Date: 05/19/2024

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:05/07/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
While travelling in ******, I received a $75 fine for an improper lane change. Per the rental agreement terms, Hertz receives notice of the fine, pays it and then charges me. Hertz failed to pay the fine, never notified me about the fine and as a result, the fine doubled to $150 and Hertz has now billed me that amount, plus a $30 admin fee due to their failure to pay the fine in a timely fashion. If they had even notified me, I could have paid it on time directly.I am looking for a credit of $75 as I should not have to pay double the fine due to Hertz' failure to pay the fine on time.
Business Response
Date: 05/16/2024
Complaint ID: ********
RR#: 965132206

Upon reviewing your message, I immediately reached out to our ********************* for assistance. They extend their apology for any inconvenience caused and advised they have issued a refund of $75.00 to your credit card. Please allow up to 7 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:05/07/2024
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 was having work completed on my vehicle by ********** Chevrolet on Friday 04/19/2024. The dealership notified me they needed to keep my car longer than expected. The dealership told me they would be getting me a rental car over the weekend since they would not complete my repairs until Monday 4/22/24. They informed me to go to Hertz at ************************************************* and pick up a car. I picked up the car that was not full of fuel. I took a picture of the gas gauge and was walking back in to the store when an employee outside asked if there was an issue? I told this nice older gentleman that the car was not full of gas. The employee pointed out on the key ring they gave me had a 90 on it. That apparently met the gas tank was 90 percent full. I concurred and agreed that looked about right. The older gentleman stated as long as I brought it back that full, I would be fine. I returned the car on Monday with more fuel in the tank than I received it (about 95%). A few days later I noticed a charge of $60.44 on my credit card. After calling the local Hertz office they stated I had the car a day longer than I was suppose to and also had a gas charge because the car was not returned full. I called the dealership to ask them what was up with this extra day charge. The dealership assured me this was a mistake and they would take care of it. The next day I physically went down to the rental office and showed them my picture of the gas gauge the day I picked it up so I could that reimbursed for that charge also. Bottom line.. three weeks have passed and I'm still being charged $60.44 after being told this has been taken care of.
Business Response
Date: 05/21/2024
BBB Case ********
Rental Record *********

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

I apologize for the delay. There was difficulty in locating the rental without the rental record number. A refund in the amount of $60.44 should post on the billed credit card within the next 7 business days.

Thank you for contacting us.
Initial Complaint
Date:05/07/2024
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.
On April 16, 2024, I arrived at the ***************************. I had previously arranged to pick up a car rental from Hertz at the airport from April 16 to 21. I told the attendant that my flight out was early on April 21, and asked how I could return the car after hours. He said that I should leave the car in a line of cars near the Hertz kiosk, and that I should leave the car key in the drop off box there. On April 21, 2024, I arrived at 4:45 a.m. and did as I was told, left the car in the Hertz line of cars and the key in the key drop box. I took my flight out of ***** on April 21. On April 28, I realized I had not yet received a receipt from Hertz. I went onto the Hertz website and clicked on request a receipt within my account. On April 29, I was emailed a receipt stating that I returned the car to the *************************** on April 29. The original expected charge was $481.87. However, to my surprise Hertz charged me $1,029.30. I have sent multiple disputes through Hertz, and not one of them has been returned to date. Hertz should issue a timely refund of $547.43. In fact, they should refund the entire amount for their grave error, but I will settle for $547.43.
Business Response
Date: 05/15/2024
Complaint ID: ********
RR#: 119537740

Please accept my sincere apology for the billing error related to your rental. I have confirmed you returned the vehicle on 04/21/24 and issued a refund of $547.43 to your credit card. Please allow up to 7 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. Rest assured this matter will be shared with the appropriate management for internal review and any necessary corrective action.
Customer Answer
Date: 05/22/2024

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:05/07/2024
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 made a reservation for a car rental at Hertz Rental Car, ***************. I included a copy of the reservation. There was a prepayment of $88 for "Rental Car Protector III", then a rental reservation for a Compact SUV for $641.41. When we arrived at the pickup we gave the reservation number but unfortunately did not have the receipt printed out with us. I asked if we were getting the *** price because the amount seemed higher than what I had reserved, the agent just said "uh-huh". It was two days before I could locate the original email and by that point we were no longer in *******. I understand small changes in billing but to go from 641 to 1474 seems outrageous. All of this information was sent to Hertz on April 24 and we were told that we would get a response in 72 hours. No response was received.
Business Response
Date: 05/10/2024
BBB Case # ********
RR# or Res#: ********************* is in response to ***********************.

In review of our records, per your signed rental agreement, you accepted and signed for the Loss Damage Waiver (LDW), the Premium ************************** (PERS),the ******************* Supplement (LIS), *************************** and Personal Effects Coverage (PAI/PEC), the Fuel Purchase Option (FPO), and the Upgrade charge. The charges are correct, and no refund is warranted. I have attached a copy of the signed rental agreement for his records.

Thank you for contacting us.
Initial Complaint
Date:05/07/2024
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 on 5/4/2024 rental agreement is *********. I drove from ******,** to *******, **. Once I arrived in the city of ******* I noticed as I would apply the brakes the car would fill like Im pressing the brake and gas pedal at the same time. But I wasnt and so I to park the car at the hotel and wait until the morning to calm hertz but you can never speak to anyone its always automated. So I had ride with someone else Sunday night and couldnt use the car like I intended to. So I waited until rush hour traffic was over before taking the car to the nearest hertz location. I informed the hertz employee of the issue I was having. Luckily he had a vehicle for me to use. I told him twice about the issue with the brakes and how I didnt stop for fuel because of the unsafe conditions of driving that car. He stated oh thats no problem about the fuel Ill take care of it So once i returned home and get my final receipt theres a $90.00 charge for fuel. Its really starting to be a problem with Hertz. This is my second complaint because no one is never available to talk to.
Business Response
Date: 05/13/2024
Complaint ID: ********
RR#: 129534974

Please accept my apology for the issues you experienced with the vehicle and the difficulties you had trying to reach our Roadside team. Your feedback will be shared with the appropriate management for review. I have issued a refund for the fuel charge in the amount of $90.44. Please allow up to 7 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.
Customer Answer
Date: 05/14/2024

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:05/07/2024
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.
Date of transaction was April 24, 2024.I paid 207 dollars to rent a car but I canceled the reservation within minutes. So I called in to let them know I canceled and they said I would get a refund within 5 days. It has been about 2 weeks and still has yet to receive a refund. I have been calling and emailing this company and have not received any responses. It is unjust that I paid for services I never received. I want to resolve this issue and receive my refund but the company is unresponsive and unwilling to comply with their policy.
Business Response
Date: 05/10/2024
BBB Case 21678264
Res No: K8382571021

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

Upon my investigation I found that your rental was booked through Cartrawler. During my investigation I found Hertz did not accept the payment for this third-party booking. Please be advised you will need to reach out to Cartrawler for any compensation.

Thank you for contacting us.
Initial Complaint
Date:05/07/2024
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.
Title and license plate are not sent to the customer after one month waiting and my car paper plate is about to expired soon.I contacted the hertz 4 times to check on the status and no one have been able help me out with this matter.
Business Response
Date: 05/22/2024
BBB Complaint: 21679791
This is in response to *********************
I appreciate you taking the time to speak with me and confirming that your issue has was resolved. We appreciate you for bringing this matter to our attention, apologize regarding the delay.
Initial Complaint
Date:05/07/2024
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 March 26, I picked up my rental from Hertz Rental located at *************************************. I was in automobile crash and rented a car through my car insurance. I had to leave a $115 deposit. I added the insurance which was $15 a day to the car. I was uncertain about this because I have my own insurance but the employee helping me pretty much scared me into buying the insurance instilling fear into me as if I would get into another accident. He told me I could take the insurance off any day but I would have to come back to that specific location to do it. I live in ************* so that would be a push for me. I did not want to keep the insurance on the car no longer than a day but I was going out of town. My car rental was a blue Tesla. Upon receiving the car, it had a strong smell of marijuana. My uncle and my children noticed the smell as well but I had a flight to catch and took the vehicle as is. I was not educated on this type of car. I did not know I had to charge it as much as I did. I did not know when I charged it, it would be added to my deposit. I was never educated on this. When I got back from out of town 3 days after receiving the rental, I called (the ******** location where I received the rental) about swapping out vehicle. I was informed that they did not have any rentals available to swap out but I could go to another location. I asked about the insurance again (because I am still being charged for it) and they told me I still had to bring it back to their location to have it inspected in order to take the insurance off. By the time I get off of work, they would be close. It was complicated for me. A few days passed by and I rode past a Hertz by my home. I went inside to inquire about swapping out vehicles and the informative lady behind the counter told me Hertz does not swap out vehicles unless it is a mechanical issue. At this point, I am beyond upset because that is not what the young man at the ******** location told me. I asked her about the insurance and she told me I could have taken the vehicle to any Hertz location to do that and she was able to remove the insurance for me. So at this point, I have been misled and lied to. Very unprofessional!!! After having this rental for over a month, my vehicle was ready for pick up. On Tuesday, April 30, 2024, I dropped the rental off at Hertz. I took pictures just in case there were any issues. A young lady assisted me. She inspected vehicle, told me I was good and she would email me the bill. Yesterday (May 6), I was charged $190 (causing an overdraft fee) from Hertz but never received any kind of bill or receipt as promised. I know I was charged 10 days of the insurance which added up to $150. I had a $115 deposit which covered most of that but I am unaware and uneducated of the other charges and as stated before, this is very UNPROFESSIONAL. Again, I have been misled and lied to from this location. I have tried reaching out to the ******** location and was put on hold for an extremely long time. I called corporate and it is impossible to speak to a customer representative.
Business Response
Date: 05/10/2024
Complaint ID: ********
RR#: H32409296

Please accept my sincere apology for your experience and any inconvenience caused. The condition of the vehicle you received is a concern to us, and I apologize for the inconvenience you experienced. We always want to provide quality vehicles to our customers and we appreciate you letting us know of your experience. Your total charges are $291.55 which include Tesla charging fees (see attached receipt). Our records indicate we only captured $190.00 from your credit card, which leaves a remaining balance owed to Hertz of $101.55.
In regards to the information provided to our rental location regarding LDW, our police requires you return to the rental location to remove LDW from your rental. I apologize for any confusion.

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Hertz is NOT a BBB Accredited Business.