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.
2,179 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:05/03/2024
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.
This is the third instance I have experienced of the following type of complaint:Rental Rental #********* ******** "care" Case Number: #******************************* Dates: 3/15/2024 to 3/18/2024 Location: ************************* Issue: 1) Returned car and received paperwork showing that car was returned with fuel "100% In". Several weeks later, a charge appears on credit card for $78.40 with no explanation of charges. (I had previously paid a toll charge.) 2) Contacted Hertz using the online form and received the ******** ****** case number. Said I would be contacted within 1-3 business days.3) After seven days, I called company, gave them the case number and filled in the representative: Told him I have the return receipt and what was written on it, and was told that they would "research." Quickly received an email stating that an "audit was completed after the vehicle was returned and found that the fuel was lower than when picked up" so the charge would not be reversed. 4) Replied to the email, this time attaching the receipt, highlighting the line that says "Fuel 100% out 100% in" and again requested the refund. 5) After another seven days, contacted company again, reiterated the story, and he said he would "research" this again. Came back on the line and said the money would be refunded.6) Asked why I had to go through this for the third time, and he said he doesn't know.Here are my three main points: * This is the third time I have gone through this with Hertz.* That they "completed an audit" is not plausible, since an audit would have led them to look at the receipt they gave me showing that the car was returned with fuel at 100%.* Even if so, they still did not not review the paperwork for my rental after I contacted them the first time - they simply reiterated that an audit was completed.Given all of these facts, this seems like a regular scam at multiple Hertz locations.
Business Response
Date: 05/10/2024
Complaint ID ********
RA 102494361

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

After review of our records I am showing a refund of ***** was processed on 05/04/24 in the interest of customer service, on average it takes 5-7 business days for funds to post. I regret the inconvenience this matter has caused and appreciate the opportunity to address your concerns.

Thank you for contacting us,
Initial Complaint
Date:05/03/2024
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 am writing regarding a rental car that we received from:Hertz Car Rental 5717 I-******************************** ************ Payment for the rental was made via credit card in the amount of $1,508.39 on April 11, 2024. The rental vehicle was a 2023 Kia **** Copies of the rental invoice and breakdown are part of the attachments.On Friday, April 5th, 2024, we were enroute to **********, ** from ******, ** pulling our 5th Wheel Travel Trailer when our truck transmission began to overheat. We were passing through ****** at the time and were able to pull into a Chevrolet dealership. After getting our truck set up for repairs and our 5th Wheel trailer installed on an ****** ******* lot, we were referred to Hertz to rent a vehicle to travel back home. The weekly rate quoted to us by Hertz for the 2023 Kia *** of $1,300.00 was outrageous; however, we had no other alternative but to accept the vehicle as we were otherwise stranded. Hertz declined giving us any type of partner discount (frequent flyer, etc.) stating it was an eclipse rate and they had very few vehicles left in their inventory. Please note the eclipse was to take place on April 8th. I was never able to get an explanation of why Hertz would charge a 15% sales tax on top of this horrendous rate. The ****** sales tax rate is 8.25%. I ran my own quote on the Hertz website for that Hertz office and LKQ vehicle. For the week of April *****, the weekly rate before tax came to $636.62. Yet Hertz was price gouging because of the eclipse and charging a weekly rate of $1,300.00. The Hertz employees freely admitted that was the case and said they could do it because people would pay for it. After a complaint made to Hertz customer care via their ******** page, ********************** did refund $149.50. However, this is still unsatisfactory. Hertz did not adequately explain how they arrived at this amount for the refund. What about the other consumers that Hertz has overcharged with their eclipse prices?
Business Response
Date: 05/08/2024
Complaint ID: ********
********************** RR#:
This correspondence is being sent in response to a query made by *********************. Thank you for allowing us the opportunity to review your concerns.
In order to best meet customer needs and remain ********************************** offers a diverse rate and pricing structure. In most cases, our rates compare favorably with other companies. Rates are based upon local operating expenses and overhead differences, which may vary depending upon the location and date of rental. Also, Hertz utilizes a ****************** system similar to hotels and airlines, where rates are assigned based on supply and demand. We regret you believe our rates are excessive or unfair in this instance; however, the rates extended for your rental have been reviewed and are valid.
Our records show you contacted our ************ team who, as a gesture of goodwill, provided a 10% discount on your final invoice resulting in a refund of $149.50 which was processed on 04/16/24. We are pleased to see our ************ team provided assistance in addressing your concerns. With this in mind, further adjustments and credits are not warranted.
Customer Answer
Date: 05/09/2024

Complaint: 21662641

I am rejecting this response because: I do not understand the yield management system on which Hertz purports to base their rates. I am going on what we were told by the employees behind the Hertz counter. We were informed the rates were eclipse rates. Notwithstanding, please explain the charge of 15% sales tax when the ****** rate is 8.25%

Sincerely,

*********************
Business Response
Date: 06/06/2024
BBB Complaint: 21662641
RA: 113707554
This is in response to *********************.
Thank you for contacting us regarding this issue. I am sorry you have found our previous response unsatisfactory. Regarding the issues, you have mentioned of a sales tax of %15. This is due to the fact that the state charge a %10 fee on motor vehicle rentals on top of city and county fees which can impose an additional percentage on top of this amount. Thus, resulting in the %15 charge. Motor vehicle sales tax does differ from regular sales tax. I do apologize for any misunderstanding or confusion regarding the amount charged.
Thank you for allowing me to assist in this issue.
Customer Answer
Date: 06/06/2024

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.
I was advised separately by Hertz that the additional 5% over the 10% gross sales tax was an ***************** I sincerely hope I am never in a position to have to use Hertz again. The entire experience has been frustrating and disappointing. Please close out this case.

Sincerely,

*********************
Initial Complaint
Date:05/03/2024
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 rented a car from Hertz, April 16th - April 22 picking up the car in ***************, In and returning to the *******************************. Before I returned the car, I filled the car up with fuel. When I returned the car at the airport, the staff there was not checking cars and issuing receipts. That was unusual. So after waiting a few minutes, I walked up to an area were the staff was standing around talking. I asked them if they were going to check my car and they said as long as I had left the keys I was free to go. I had never done that before and was not comfortable leaving without a receipt. But the were not going to check my car so I left. I few days later I got my invoice with a fuel charge of a $151 despite returning the car full. I called their customer service number and despite asking for a refund they directed me to send an email to customer service sending the invoice and mu fuel receipt. I was advised to expect a response within three business days. I did not receive a response or a refund.Their customer support is ineffective and their check-in process that does not check the fuel gauge is a major opportunity for them to cheat customers. I expect a full refund for this overcharge and warn other potential customers to never leave their cars without getting a receipt. If hertz will not check your car on return, there are plenty of other rental cars companies who will.
Business Response
Date: 05/16/2024
BBB Case # ********
RR: 119558375

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

Hertz thoroughly reviews every customer's inquiry, upon review of our records, I see that a refund of $170.77 was processed on May 13th to your **** ending in 2373.

At this time we have cleared any remaining balance and further funds are owed at this time.

Thank-you for reaching out to Hertz
Initial Complaint
Date:05/02/2024
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made a reservation (K8174824516 Member ID ********* on 4/3/24 for week long rental of a minivan to be picked on 4/11 at 8a. The rental was prepaid. When I showed up at the pick up location, the representative informed me that he did not have a minivan available. Nobody called me to make me aware of this before I showed up. I asked if there was a nearby location that would have one available. He said that I would have to call the reservation general number to ask and change my reservation. I spoke with another representative who informed me that no nearby locations had a minivan available. I was offered the option to take an Explorer at the location where I was or cancel my reservation and get a full refund. I did not accept the Explorer because I needed the minivan for my elderly mom who has mobility problems . Based on my response, the representative said she would cancel my reservation and issue a full refund, which I have yet to receive. I had to make a new reservation with one of your competitors, Enterprise. Unfortunately, the new reservation cost me an additional $223 . I am writing to you to express my dissatisfaction with the level of customer service at the ******** location. The rep did absolutely nothing to help me. I did not appreciate that nobody called me to inform me that the vehicle I had reserved and prepaid wasnt available. I had limited time that morning and was greatly inconvenienced by having to make a new reservation with another company which cased me to pay more for the rental. Today is 5/2 and I have not seen the refund back on my credit card. I want my money back and also would like to be compensated for the inconvenience and additional cost I had to pay for a rental, which I would have not had paid had Hertz accommodated and honored my prepaid reservation. I have emailed the general Hertz customer support team 4/21 and 4/28, but no response as of today.
Business Response
Date: 05/06/2024
Complaint ID: ********
Res#: K8174824516

Please accept my sincere apology for any inconvenience caused when your reserved vehicle class was not available for your reservation. I have confirmed the refund of $504.16 for the prepaid reservation was completed today 05/06/24. Please allow up to 7 days for the refund to post to your account. In regards to your Enterprise rental, please be advised the amount paid was $610.10 as we are unable to reimburse you for the additional driver fee you were charged on their rental. This leaves a difference of $105.94. I have processed a refund to your **************** for this amount. Please allow up to 10 days for this refund to post to your account.
Customer Answer
Date: 05/17/2024

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:05/02/2024
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 am a Hertz 5 star Gold member.I have been mislead when I rented my last car, I never received my rental receipt and I can't talk to a Manager even after I made several requests. It is not the way to treat loyal customers. After all these years, I am discovering that being a Gold Members and a repeat client doesn't mean anything.
Business Response
Date: 05/07/2024
BBB Case 21658549
Rental Record 124394620

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

For future reference, you can get a receipt after most rentals by calling the billing department at ************ or online under customer support. I have attached a copy of the receipt.

Thank you for contacting us.
Initial Complaint
Date:05/02/2024
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.
they give me a wrong return address which cause me more time to find the right place , when I reach the right return location , they already closed . they tell me there's a key drop , but it was a tiny small sign on the side of the door , I didn't even see it . plus I am a traveler and this is my first time ever to use hertz , I have no idea about that . and they still charged me for that which I think it was not acceptable .
Business Response
Date: 05/06/2024
Complaint ID: ********
RR#: 125976270

Please accept my apology for any inconvenience caused due to the wrong address being provided to you for the return location. In the interest of customer service I have issued a refund for the extra day plus the extra day of the optional charges, and applicable taxes in the amount of $165.24. This refund was processed to your credit card. Please allow up to 7 days for the refund to post to your account.
Initial Complaint
Date:05/02/2024
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.
I have been renting an EV vehicle and received a promotion to rent an EV for 3 days in a row get a free rental day if you pull up my record you can clearly see how much Ive rented I tried to use promotion code sent to me via email and use link or code ****** it working store told me to call and I do always on hold for over 10 min and then no one can help me and hung up on always Im losing money I rent and not getting all free days Im entitled to I want and need them days on my account
Business Response
Date: 05/07/2024
BBB Complaint: 21657318
RR#s 107657012, 963281395, 980791350. 988757980
This is in response to ********************. I'm sorry you cannot use the free day promotional offer with any prepaid rates. Your previous rentals we all set up as prepaid rates. I have included a copy of the terms and conditions for you to review.
Thank you for contacting us.

Customer Answer
Date: 05/08/2024

Complaint: 21657318

I am rejecting this response because:

i called and I followed link and did not work when I tried to book store even tried to assist me did not work your agents advised me ticket open to help as you can see Ive been renting for a while and will be till sept 2024 if I dont get my free days I will go elsewhere to rent until Sept customer service should be priority I would like the days loaded to my account as I have a ********************** for this Thursday which I would gladly cancel
sincerely

******* Route
Business Response
Date: 05/13/2024
BBB Complaint: 21657318
RR#s 107657012, 963281395, 980791350. 988757980
This is in response to ********************'s rejection. I apologize for any misunderstanding with the terms of the promotion. Unfortunately the prepaid rates do not apply with the free day promotion. As a goodwill gesture I've added 3800 points to your account to use towards 2 free days on a future rental.
Thank you for contacting us.

Customer Answer
Date: 05/14/2024

Complaint: 21657318

I am rejecting this response because: I am wanting to be able to use the points you gave me and the points i have on EV as that is what i use please thank you

Sincerely,

******* Route
Initial Complaint
Date:05/02/2024
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 would like to relate my bad experience recently renting a Tesla from Hertz-********************************************* on 4/23. We got to the location at 12pm, our scheduled pick up. We did not get the vehicle until around 1pm. We were told it was being cleaned, however, there were wrappers&other garbage in the backseat. We were given the key&that was it. No explanation on how to use/charge it/anything. I tried to ask questions but the attendant just walked away. We left w/around 96% charge to go to **. About 150 miles into the trip we were down to 20% & tried the 1st of about 5 times to charge it. We had no luck and couldn't so we went to another station. Again, no luck. By now it was around 5pm. Finally we called Hertz*************) & had a 3 way conversation w/my ******************************* rep for about 20 minutes. They couldn't help so we continued to try charging the car, downloading the app (which we didn't have good wifi), etc. Other drivers of *****'s tried&couldn't help. We drove to Barstow CA&found 2 more charging stations. Again no luck. We called again &were on the phone with another rep for nearly 1.5 hrs. She sent us to our 5th station at ******************************************************. Informed us the issue was that the previous driver was still in the car's comp. & that's why we couldn't sync the app on our phones to the car to charge it. She tried resetting it but couldn't do that. She said she would send a tow to jump our car to get it over 20% and try again. We waited over an hour for this tow that never came. Finally at around 9:20pm we called a 3rd time&informed the rep that we were leaving the car in *******, renting a taxi, getting a hotel room (we were already late for our original hotel res. in **), and renting another car the next morning, all add'l expenses out of our pocket. Because of this, we also lost a day of vacation. This was our 1 &only vacation for the year &it was ruined bc the original attendant at the airport didn't set up&explain anything to us.Rental rec#*********
Business Response
Date: 05/06/2024
BBB Case 21656589
Reservation K8090370267

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

I apologize for the issues you experienced during your recent rental in *********. You should see a refund in the amount of $343.16 post on the billed credit card within the next 7 business days.

Thank you for contacting us.
Customer Answer
Date: 05/07/2024

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.

Thank you for making this issue whole with us. We appreciate all your help

Sincerely,

*****************************
Initial Complaint
Date:05/02/2024
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.
I rented a car from hertz in ************************* on April 24th and told them my warranty would be covering the rental because my car was currently in the shop I had done this before no issues. They went on to put me under self pay and charged my card as well as my warranty paying for it so they got paid twice. I spoke with the manager ****** on Friday April the 26th of 2024 and he stated he couldnt refund my money because 2 separate invoices were made one for my self pay and one for my warranty. He said he had contacted corporate and was waiting to hear back from them on getting me a refund. It is now the 2nd of may 2024 I called and talked to ****** again and I get the same answer hes waiting to hear back from corporate. So I called corporate myself on the 2nd of may 2024. They tell me that there has been no payments made when the I know for a fact the money has been cleared out of my account on the 26th of April 2024. Nobody knows what theyre doing at this business.
Business Response
Date: 05/07/2024
BBB Case 21656044

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

Unfortunately, there were no specific details included in your query and I am unable to locate your rental by name alone. I have also been unable to locate a reservation confirmation by using your provided email address or phone number. I would like to make a meaningful investigation into this matter but will need more information to do so. Please provide me with your 9-digit Hertz Rental Record number or your 11-digit Hertz reservation ID number beginning with the letter K. Once received, I will be able to further review your concerns.

Thank you for contacting us.
Initial Complaint
Date:05/02/2024
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 am a loyal renter with Hertz and upon returning my rental last Saturday 4/27, I was told all was fine and I could leave the keys in the car and they'd close out my rental as per usual. I returned home and opened my emailed receipt expecting to find the usual prepayment covered the charges, and 0.00 additional charged. Instead, I found a $250 interior cleaning fee with no additional explanation. I have called multiple numbers, sat on hold, been transferred each time to a new department with everyone telling me to go to the website. I filed a complaint without any response, as well as responded to their survey requesting a response without one. There is absolutely no way that car required any additional cleaning above and beyond a typical rental return. It was raining but my shoes nor my service dog (who I rent the car to take to training) left anything behind that couldn't have been easily wiped down as they would have to for any return in the rain or snow. I have rented over and over from them, with my service dog in the backseat, and not once been charged for an erroneous cleaning fee. Most infuriating is that there is absolutely no way to talk to a person at this company. This is theft at this point as there was absolutely nothing left behind in that car. Rental Record: ********* Reservation: K83845899D4 Thank you for your asisstance.
Business Response
Date: 05/07/2024
BBB Case 21655957
RR No: 125297045

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

I have received confirmation that you were able to work with our customer service team who resolved the matter directly by removing the cleaning fee and issuing a refund of $250 to the card on file on 05/05.Please allow up to 5 business days for the funds to post to your account if they have not already.

Thank you for contacting us.
Customer Answer
Date: 05/09/2024

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,

*****************************

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Hertz is NOT a BBB Accredited Business.