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.
2,185 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:05/07/2024
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.
Dear Hertz Customer Service:I rented a car on March 25, 2024 and returned it on April 12, 2024 in **** C. . My insurance paid Hertz the right amount for the rental on time in order. Nevertheless I was charged $546.78, saying that I signed for insurance on the rental. Whatever I signed I do not know, must have been conned into that, why would I ask for insurance when I had full insurance for the rental and for collision etc. My car was being repaired during that time at Soscol Auto body. I do remember being asked for a credit card for just like a background security which I of course gave willingly. But NOT for insurance payment.The Hertz rental # *******. A couple of weeks ago I did talk to a nice lady at Hertz who reassured me that a refund was coming, she gave me a case # ******** and a refund # ** 6353 30R. Nothing happened. Today I talked to a '**********' at customer service and he rudely kept saying several times that no refund is due. (It took 1 hour on hold to talk to an agent). I don't think Hertz is to cheat people out of over $500, I always thought of Hertz as a respectable. company.Please attend to this issue and refund my $546.78 aa soon as possible.Respectfully, *************************** on May 7, 2024.
Business Response
Date: 05/28/2024
Complaint ID: ********
********************** RR#: H32412494
This correspondence is being sent in response to a query made by ***************************. Thank you for allowing us the opportunity to review your concerns and provide a response.
We apologize for any misunderstanding regarding the additional charges billed for the Loss Damage Waiver (LDW) and *************** on your recent rental. Our records show that these services were accepted and signed for at the time of rental. As such, the benefits of these services were extended for the duration of your rental. As these charges were outlined on the rental contract, which was signed, they are considered valid and a refund not warranted.Please find a copy of your Signed Rental Agreement (SRA) attached. It is the customers responsibility to review the terms of this documentation, which a printed copy is provided in the rental sleeve, before departing the facility.
With this in mind, we must respectfully decline your request for a refund of the optional services as they were accepted and the benefit of the service provided for the duration of your rental. While we are unable to recreate a verbal conversation at the rental counter, we must base our decision on the rental contract. Due to this,we encourage all customers to review the printed and provided copy of the rental contract before leaving the rental facility.
Customer Answer
Date: 05/29/2024

Complaint: 21679077

I am rejecting this response because: I was clearly conned into signing an insurance which I obviously did not clearly understand. All I can do is now to say that why would I ask for insurance on the rental when I had full insurance with State Farm, that actually paid the rental fee. I believe that I signed what they say I signed, but did not see hat I signed an insurance on the rental. I definitely was not clearly explained. In parenthesis, the service was not courteous, they gave me the key to a car without any explanation. It was a 2023 ***** with all kinds of modern features that I did not know, I asked for help, someone came out running and answered one question (about the 'hand' brake) and ran away. Obviously I figured out the car eventually. Rotten all round. There is nothing more I can say.
I highly appreciate what you are doing, thank you very much for it.

Sincerely,

***************************
Business Response
Date: 06/02/2024
Complaint ID: ********
RR#: H32412494

After a thorough review of this matter, we stand by our original decision. Although the resolution is not what you preferred, no additional action is warranted. We regret we are unable to fulfill your expectations in this instance.

Thank you again for contacting us.
Customer Answer
Date: 06/03/2024

Complaint: 21679077

I am rejecting this response because: I still stand by my original complaint, I was conned/cheated into signing something that I obviously did not understand, I thought it was the rental agreement, nothing about insurance, since I had full insurance with State Farm. I was seriously misled.

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.
RR contract number *********. I rented a vehicle from Thirfty Car Rental thru *********** credit card. I paid for my rental up front with that credit card. The rental was from Nov 10, 2034-Nov 14, 2023 at the **********************, ***************. The agent at the time I took possession of the car never stated to me that I would owe an additional charge of $76.75 for optional coverage of LIS ******************** Supplement). I was never advised of this additional cost for this coverage which I would not have elected at the time of renting this vehicle. I told the car rental agent I did not need any additional insurance coverage as I had my own personal insurance coverage on an owed vehicle. On my contract I declined all additional coverages. I feel the rental agent slip this coverage in without advising me. I only found out about it when I received an additional charge on my *********** Credit Card. I did a dispute with *********** as I am unable to reach a live person to speak with at Thirfty or Hertz. *********** did credit my account, but now I received a debt collection notice from Hertz/Thrifty. I have tried to get a number for the Thirfty Car Rental at ************************* I get sent in circles and can reach no one to speak to about this over charge that I did not request. Can you help me to find someone I can talk to at the rental facility at **********************? Thank you.
Business Response
Date: 05/10/2024
Complaint ID: ********
RR#: 652618864

Please accept my sincere apology for any misunderstanding regarding your charges. Per your attached signed rental agreement (***), you accepted ******************* Supplement (LIS) at the rental counter. We rely on the *** to verify your acceptance and understanding of your charges. Based on the *** you were correctly charged. Please be advised adverse chargeback disputes do not mean the charges are invalid and in no way alleviates the renter of responsibility of the charges. You are expected to pay the outstanding balance of $76.75 to collections.
Customer Answer
Date: 05/10/2024

Complaint: 21678930

I am rejecting this response because: I was never to,d by the agent at Thirfty Rental of this additional charge. If I had known I would not have signed it. I told the agent immediately that I did not need any additional coverage On the vehicle I rented. I feel I was scammed to sign this agreement. My understanding was that I was signing a document to rent the vehicle- not for additional coverage. I was deceived by the agent to sign this additional coverage.

Sincerely,

*****************************
Business Response
Date: 05/14/2024
Complaint ID: ********
RR#: 652618864

I apologize again for any misunderstanding, however we are unable to substantiate a verbal conversation, therefore we have to rely on the signed rental agreement to verify your charges that are agreed upon. While I understand this is not the outcome you were anticipating, I hope you will respect our position on this matter as we consider it having been fully addressed.
Customer Answer
Date: 05/17/2024

Complaint: 21678930

I am rejecting this response because:

Sincerely,

*****************************
Initial Complaint
Date:05/07/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Rented a car for one of my actors in my film and no one on the phone told me that the actor had to have MY credit card to pick it up. All she said was that the actor had to have a picture ID to pick up the car....now they are charging me the full 2 day rental. I want a refund!
Business Response
Date: 05/17/2024
BBB Case # ********

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

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

Hertz thoroughly reviews every customer's inquiry, and I will be happy to investigate yours once I have received some additional information. If you could please provide us with your Booking Confirmation Number or please provide supporting documentation showing a charge from Hertz.

Thank-you for reaching out to Hertz
Initial Complaint
Date:05/07/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a vehicle on 1/30/24 from the ****** Hertz Used Car Sales location. It's been 3 months and I have not received the title. No one returns my phone calls or emails. Deal number *****, sales person was *************************** number ******.
Business Response
Date: 05/29/2024
Complaint ID: ********
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. As your inquiry pertains to a Car Sales matter, your concerns were forwarded to their offices for further handling and assistance. They have advised that the title was sent to you to complete the title and registration work on 02/09/2024 via ***** ************ which we received a confirmation that the documentation was delivered. We show you contacted the sales location on 05/07 advising that you did not have the documentation at which time they provided the before-mentioned tracking information showing the delivery of the items. During this conversation, you advised that you no longer lived at the address that was listed on your purchase paperwork which is where the documentation was mailed.
Our Car Sales team is currently working on obtaining a duplicate to send to you.
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 had a simple 3 day rental from Hertz DIA. Paid before hand to ensure easy pick up. Upon picking up the car the sales man asked if I wanted the added products, if I wanted the car refueled by Hertz or myself. I declined all additional products and fuel. I asked to keep my reservation as is. Never once was I told I was being charged for additional products. I inserted my card for the hold and thought all was well. When I got my emailed receipt within 20 minutes of leaving the facility I saw there was indeed 3 additional charges that equaled more than the rental itself. Loss damage waver, LIS and premium road service. I immediately called the rental location several times no answer on all tries. I was about 30 minutes away from the location but was able to go back if I had to. I called customer service to see if they could rectify the issue since it hadnt even been an hour since I picked up the rental, to see if I didnt have to drive back to the location. I was instructed by the agent that he could not fix the charge BUT I could go to any hertz location to have the charges fixed. I then proceeded to go to two other hertz locations to be told I couldnt fix the charges and that customer service should have never told me that, as well as many of the sales reps add these products on without consent. I continued to try to call the physical location where I rented the car but there was still no answer. On the day of return I spoke to the manager on duty, explained the situation and he said since I verbally agreed to the charges he cannot fix them. I explained I would never agree to charges that were over the rental charge, and he also indicated not only did I get charged for the products, I got the second tier more expensive products to boot. This is an absolute scam.
Initial Complaint
Date:05/07/2024
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.
I had a contract for $347.89 weekly with Hertz. The employee handed me the keys to a ***** with this contract saying sorry for the inconvenience Im going to upgrade for free sorry for the delay. The hertz employee was referring to him struggling to get my car because the cars he tried to give me were either up for REPO or not log into the inventory yet. When it was time to extend the rental it was I was chargers $590. I asked why this was the price being charged. They said it was because of the charging fee with *****. Then the next few weeks the charge was exactly $590 each time so I got suspicious and asked them again. A different employee told me my contract looked weird and I had to come back next week to re do it. Then the car got sold so I had to return the car and that is were I found out. I wasnt being charged for charging it was for an upgrade free and hertz said they had another contract with me for the $590. But I was never given/emailed another contract. After months of the run around from costumer service and the hertz ******* location on 4/26/24 a building department supervisor told me I was being refunded $2,583 and even took down my new debit card number. But now Im being told my claim was denied. I have other accounts of them lying to me just to get off of the phone or make me leave the location.
Business Response
Date: 05/15/2024
BBB Case # ********
RR# or Res#: ********************* is in response to *******************.

After a thorough review with our *******, ** **** location we have adjusted the rate for the upgrade charge and issued a refund to your Mastercard. You will see 10 different refunds, 7 in the amount of $169.05, 2 in the amount of $169.04, and 1 in the amount of $338.08 for a total refund in the amount of $1,859.52. Please allow 5-7 business days to post to your account.

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.
Amended complaint from earlier today. I want to add the following:Rental Record - ********* ************* Case Number - ******** Already submitted:Rented a car on 4/22/24 and returned it on 4/26/24 both at ***********. The car was paid for through Expedia when I booked a vacation package beforehand. I was billed an additional $139.96 for "Loss Damage Waiver." This additional service was never directly offered to me or explained to me in anyway whatsoever. The counter person use deceptive sales tactics when he asked if I wanted "waiver insurance". At no point did he ever mention the words "Loss Damage Waiver", (and if he did I would have asked what it was, how much is was, etc.). My reply was that, "no I did not want it, because I have insurance and as a matter of fact, I have my insurance card if you need it." I was told that wasn't necessary, sign here and go get your car. I believe counter people get extra compensation when they upsell customers for additional services. This counter person jammed this down my throat without even telling me what it was. He never said it was $34.99 a day and that by signing or initialing here I was acknowledging purchase of this. He just put it on there and I got billed. Whether you want to call this deceptive, dishonest, or outright fraud, I feel ripped off. I filed a dispute with Hertz and was denied because they said I signed for it. I called and spoke to a customer service representative explaining everything and she politely gave me the middle finger saying there was nothing she could do. You would think that Hertz would want to know if one of their counter people was indeed ripping people off. At this point, the only conclusion I can draw is that Hertz is complicit in this counter person's actions, and possibly even condone and encourage said action. I want a refund for the $34.99 x 4 days = $139.96 that I was charged.
Business Response
Date: 05/13/2024
Complaint ID: ********
RR#: 123144081

A review of our records indicate this issue was addressed and resolved via BBB case 21677195.
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: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.
Rental Agreement - ********* Rental Location - *********, ** Date - 2024-04-30 Renter - ****************** Rental Agreement No: ********* Date: 04/30/2024 Document: ************ They dont try to fix anything . They rented me a car where I had to give it back because they were going to sell it Then they give me a car with expired documents and I couldnt work for most of the week . I lost so much money and I almost got evicted ! I have 2 kids and cant have that happen . This location has lazy staff where too many people have their time wasted and spent HOURS just to get told sorry no cars , youll have to try tomorrow. This is unacceptable. Why let us reserve a pick up online if there are no cars to give away ? I want my $491 back
Business Response
Date: 05/20/2024
BBB:********
RA:*********
This is in response to ******************.
Thank you for contacting us regarding this matter. I do apologize for any inconvenience this has caused. Upon further investigation, we have found that no calls were made to our emergency roadside assistance number to report any issues with this rental. However, we have issued a refund for this rental in the amount of $555.84 to the card on file. Please allow 5-7 business days for this to reflect.
I appreciate the opportunity to assist.
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 April 22, I returned a rental car at the Hertz facility in ******. I left a medical device in the car at that time. As soon as I realized it was missing, I contacted Hertz and filed a "lost and found" report online as instructed with a very clear description of the item - electronic device with charger in black nylon case. Hertz claimed to have found my item, charged me for shipping and sent me a clear plastic pill case. I have called the Boston lost and found office every day for a week and left a message without a return call. On their website there is a list of items found in that location. I believe I have located the device on their list however I cannot get anyone to return a call. I have called corporate lost and found, they only could send me a label to return the pills but couldn't assist. I have called customer service and they don't answer the phone. This is a very much needed electronic device and I am willing to pay to have it returned but their customer service is horrible and you can't get in touch with the correct department.
Business Response
Date: 05/10/2024
BBB Case 21677572
RR No: 120943900

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

I regret to inform you that we were unable to locate your lost items. Please accept my deepest apologies for the inconvenience.Though we make every attempt to provide the best customer service and work to return items to our customers, we are not responsible for personal property left in our vehicles or at our locations. While I regret this is not the desired outcome, I hope you will understand our position in this matter as we consider it to be fully addressed.

Thank you for contacting us.
Customer Answer
Date: 05/10/2024

Complaint: 21677572

I am rejecting this response because:
I understand they are not responsible for the items left however I just want a return phone call as they clearly list an item on their website that matches the description of my item. I believe there is a responsibility to make every attempt to return a lost item. Just answering the phone or return a call would be super helpful.

Sincerely,

***************************
Business Response
Date: 05/15/2024
Complaint ID: *********
RR#: 120943900

The location management has advised the item listed online isn't your item. Unfortunately your item was not found.
Initial Complaint
Date:05/07/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I reserved a car through the Uber Driver app. I want to book at my reserved price. They tell me I have to upgrade because of availability. I have spent time and money traveling there to expect a certain price for a vehicle that will be a continuous rental. They are using bait and switch tactics to try to reserve me at $310 when my reservation says $240.
Business Response
Date: 05/15/2024
BBB Case: 21677304
Res No: K8464310075

This is a response to Para El

Please accept my deepest apologies for the difficulties you encountered during this busy travel day. It is our goal to provide quality service, before, during, and after a rental. Normally our inventory of vehicles is more than sufficient to meet confirmed reservations;however, on rare occasions, unforeseen situations may arise that are beyond the branches' control. This is usually caused by late returns, extended rentals,damaged vehicles, etc. Rest assured that will be utilizing the feedback you provided to make the necessary corrections to better serve our customers.

Thank you for contacting us.

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Hertz is NOT a BBB Accredited Business.