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:05/02/2024
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 prepaid for a rental car at the Hertz in the ***********. It included all taxes, fees, and surcharges totaling $205.77. When I returned the car they handed me a receipt showing that they had charged me $325.66, an additional $119.89 for the car. I asked them at the car rental place saying whats going on, I had already prepaid for the car, why are you charging me more and they said it must of been a mistake, but they cannot fix it on their end. Told me to call Hertz corporate to get it resolved. After calling hertz corporate and explaining the situation, they fist tried to make excuses saying that I must of gotten a nicer car or paid for an upgrade. Then they tried saying that i must of had it for a longer duration. I picked up the exact same car I was supposed to get and returned at the exact time I was supposed to. I did not alter anything from what was agreed upon. After wasting hours of time with them on the phone, they said they were not able to offer me a refund and had to escalate it and have it investigated. They never bother calling me and I called again a few weeks later and had to go through another hour of wasted time on the phone. They yet again said they were going to escalate it and see what they can do. Eventually I called my credit card company and did a dispute which I won because Hertz apparently never bothered replying back to the credit card company. I only disputed what the extra amount was. Now hertz is mailing me bills for the $119.89 after losing the dispute and threatening to take me to collections. I want them to stop harassing me, clear on their system that any money is owed, and ensure they dont take it to collections.
Business Response
Date: 05/10/2024
BBB Case 21655081
RR No: 913939983

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

Our records show that you were issued two refunds in the amount of $52.43 and $258.20. As such the charges billed are correct and the balance cannot be waived.

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

Complaint: 21655081

I am rejecting this response because: You clearly are not understanding the situation. We made an AGREEMENT for me to pay $205.77 to rent your car for 4 days from the ***********. I did not modify anything about this agreement and picked up the car at the exact time I said I would and returned it exactly when I said I would. You guys charged me an extra $119.89 without my consent or any reasoning. I prepaid for the car, you cannot arbitrarily decide to charge me more. I attached the rental agreement. After discovering that you charged me extra I did a dispute with my credit card company and YOU GUYS ACCEPTED THE DISPUTE. Just today I see that you sent me to collections. You need to clear your faulty billing department. I am tired of wasting my time with your companies incompetency, You cannot blackmail people for more money for no reason. We made an agreement for me to be charged $205.77 and that is exactly what you guys have collected from me. I have not paid you any less than what we agreed to.

Sincerely,

*********************
Business Response
Date: 05/16/2024
Complaint ID ********
********************** Agreement Number 913939983

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

I regret the inconvenience this matter has caused you. After further investigation I have reached out to our ********************** and advised to have this balance waived. Once again, I apologize for the inconvenience this matter has caused you. Thank you for allowing me to address your concerns.
Customer Answer
Date: 05/17/2024

Complaint: 21655081

I am rejecting this response because: Thank you for telling your collections department to waive the balance. I spoke to the collections/debt collector that you sent this file to and they also agreed that I should not be charged and told your billing department. Please reply back here when this is fully resolved in your billing department and my balance is erased. I will not close this case until I have confirmation everything is resolved.

Sincerely,

*********************
Initial Complaint
Date:05/02/2024
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.
I was double charged for a rental. I spoke to the business, and they refused to give me a refund. I have a receipt showing that on 4/12/24 I paid and rented a vehicle for a week at $391.83. I called to extend my rental on 4/27/24 and was double charged totaling ******. They included my first week which I already paid for. I was also charged multiple times for tolls that I had already paid for. The screenshot show overlapping dated from 2/23/24 to 4/12/24. My bank has also stated that they attempted to take money out for tolls again in the amount of $357.04 they also charged me for insurance of the vehicle for ***** when their website advertises for $50.00. My rental record number is *********
Business Response
Date: 05/08/2024
Tell us why here...BBB Case 21655422
Rental Agreement 117151296

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

The location only had a hold on your card for the week of 4-12 to 4-19. When the rental was extended to 4-26 and closed, they charged you for both weeks at that time. I have adjusted the Loss Damage Waiver (LDW) down to $97.86. You can expect to see a refund for $84 post on the billed credit card within the next 7 business days. I do not show any toll charges associated with RR117151296. You may view toll charges at www.platepass.com.

Thank you for contacting us.
Initial Complaint
Date:05/01/2024
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.
We rented a car from Hertz in ********* beginning on 3/12 and returned the car on 3/18. We charged the expense on our **** of America credit card. When we returned home I deleted the emails since we were home and no longer needed the information. Then we got the **** of America bill and we had two charges for those dates: one in ********* and one in *************. The $377.66 (*********) is correct, but the $440.62 (*************)is not correct. If you go to the Hertz website and enter cost of a one week rental it comes to $300 some dollars, not $800+. Also, I dont know how we could rent a car in two locations at one time. We disputed the charge with **** of America but Hertz refused to admit their error. Also, the Oklahoma City bill says affordable prepaid voucher. We have never had a voucher for Hertz. We are asking Hertz to refund the erroneous charge. We only used Hertz because they were less expensive than Enterprise - HA! You will see that paying over $800 to rent a car for a week is ridiculous.
Business Response
Date: 05/03/2024
Complaint ID: ********
RR#: 101086871

I apologize for any misunderstanding regarding your charges. Please be advised the charge from ************* that are your prepaid charges. Hertz ****************** is located in *************, **, therefore the charge shows *************. A review of our records indicates you spoke with our **************** team on 05/02/24 regarding the charge of $377.66. You stated you did not want Loss Damage Waiver, the representative processed a refund of $285.40 to your credit card during that call. Please allow up to 7 business days for the refund to post to your account.
Customer Answer
Date: 05/03/2024

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:05/01/2024
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.
Presidents Circle member for last five years. Never had a single issue with renting from this location until now. (Rental *********) Turned vehicle in, topped off on fuel having filled at ********************. No attendant was present. I waited for several minutes but had to get to the airport, so I left the vehicle as Ive done hundreds of times before. I received my receipt and immediately noticed a smoking charge and a fuel charge. I dont smoke. So I contacted Hertz to open a claim ( Hertz Cares -- Case Id: ************************************ ) and she stated there was ash and the gas station had to be within 10 miles. *** pics she provided show two microscopic specs of dust near the car door, I also drove with the windows down as the weather warranted. It cant be ash on the door because I dont smoke. Also, the distance from the fuel station to the rental return is provided via ****** maps. Really disappointed in the business practices of a company Ive had allegiance to for such a long time.
Business Response
Date: 05/03/2024
Complaint ID: ********
RR#: 123669700

Please accept my sincere apology for the billing dispute. After reviewing the charge with our ****************** I have issued a refund for the cleaning fee and fuel charge in the amount of $536.95. Please allow up to 7 business 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: 05/09/2024

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,

*********************
Initial Complaint
Date:05/01/2024
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 reserved a rental vehicle from Hertz rental car company at the ****************************. Dates of rental were April 25th 2024 to April 29th 2024. I prepaid $277 for this rental.At the counter, I and my partner watched as the woman presented options on the screen. None of these options had prices. There was not a decline button available or easily visible. I was never told that there would be a charge. I think I was charged for the basic package insurance, but I was never given an estimate of how much that would be nor did a price appear on the screen. I was also charged for roadside assistance, which was never discussed and which I would never have accepted. The screen was set up to make it looked like I had no other option but to select one of the options. I never buy the insurance on rental vehicles. I know better. I did not authorize being charged for these things. Never during this transaction was I presented with the price.When I call Hertz corporate to dispute these charges, they say they can't help me because I have to go through the actual facility, ******. They give me a phone number and this phone number reroutes you back to corporate. It is impossible for me to get a hold of someone at the ****** Hertz. These are deceptive business practices at best and fraud at worst. I paid $235 extra for this vehicle unbeknownst to me. I did not accept additional charges. Never on that screen was there anywhere that stated the additional charges nor was the information presented such that I felt like I had a choice in declining. There was no obvious decline button.This is fraud. I know that I am not the only person that this has happened to. I want my money back. I want Hertz to stop this clearly deceptive practice. My rental number was *********. Thank you for your time and consideration.Sincerely,*****************************
Business Response
Date: 05/03/2024
BBB Case 21653748
Rental Record 124641020

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

Please review the attached copy of the Signed Rental Agreement (SRA) showing acceptance of the Loss Damage Waiver (LDW) and Premium ********************** (PERS). It is always in the renters best interest to review the Rental Agreement before leaving the location so that any questions can be answered and any changes, if needed, can be made at that time. It is considered a valid charge. However, as a one-time goodwill gesture, I have issued a partial refund in the amount of $117.74. It should post on the billed credit card within the next 7 business days.

Thank you for contacting us.
Customer Answer
Date: 05/03/2024

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:05/01/2024
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 7 2024, I spoke to someone at Hertz customer service by phone about a problem I encountered on April 6 when renting a car from Hertz at the ******************* (rental agreement *********). I had booked and paid to rent a compact automatic car ******* Versa or similar) via Priceline. I paid $315.65 for 10 days of rental (April 6-16).At the airport counter I was told the only compact cars available were electric. I did not want an electric as I was traveling into areas without charging stations, and I do not regard an electric car as equivalent to an automatic. He said the only way I could have a non-electric car was to upgrade at an additional cost of $20US/day = $200. I argued this was not my problem, it was a Hertz issue. But he was immovable. I was tired and wanted to get on the road before dark, so I agreed. But later I realized I should not have.The customer service person I spoke to by phone on April 7 told me they'd filed a report. Shortly after I got an auto-email saying my inquiry had been received. But I heard nothing. (It is possible someone tried to call but I was off grid for longer than expected.) I was told on returning the car in ******** that I'd be sent a receipt. I have not received anything. However I see my credit card has been charged what looks to me like the full amount of upgrade ($200 plus taxes) etc, a total of $515. 85 US - CAD ****** (0ver and above the original $315.65 US.)As per BBB's website instructions I have now twice emailed executivecustomerservice@hertz,com (on April 18 and again April 25), requesting a refund of the $200 US I was charged for the upgrade. Each time I received an automated response saying I would receive 'a personal response from an *********************** Representative within 2-3 business days or earlier', with case references #s ******** (Apr 18) and ******** (apr 25). I have heard nothing further, so am submitting this complaint to BBB.
Business Response
Date: 05/03/2024
Complaint ID: ********
RR#: 114356513

Please accept my apology for your experience. I have reviewed your rental and in the interest of customer service I have issued a refund for the upgrade in the amount of $262.22 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.
Customer Answer
Date: 05/03/2024

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:05/01/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made a reservation through Expedia for a business conference (Reservation# K7953535905 - Agreement# ********* - $321.45 Economy Car). When I arrived (Mar 20, 2024) to pickup my reserved vehicle I was told that it would not be ready for 30 minutes. However, an *** is ready to go and they could get me out right away if I were interested. The total price for the *** would bd $400.52, a difference of $79.07. Well that was a difference, but not a huge difference, so I upgraded. I had to place a credit card on file, no worries, that's standard, and I had to create a new agreement to reflect the upgrade. I returned the vehicle (Mar 25th) in accordance with the rental period (filled the tank up, cleaned the car etc., used the key drop). Easy rental.Days later, I see a completed charge for $400.52 held on my credit card. I thought it would adjust in a few days, and after a few days, nothing. Dollar/Hertz kept the reservation of $321.45 paid by my company + $400.52 from my personal card, for a total of $721.97.I reached out to customer service to inquire as to what was going on, and their reply was: "In regard to your inquiry, once the rental agreement is accepted and signed, the customer is fully aware of the amount that they have to pay..." 4/9/24 They did not look into the details. I replied and explained providing reference#'s for the reservation and I received no response. I replied again on 4/9 indicating that I thought there was a misunderstanding as the response indicated such. I received no response. I replied again in 4/12 requesting an escalation indicating a billing error and even a PR problem. Our company does not treat our customers like that. I asked if I were a valued customer. On 4/15 I received a reply thanking me for the opportunity to resolve the concern before escalating it externally.Well, it's May 1st. I'm not valued and It's time to take action.$321.45 needs to be refunded.
Business Response
Date: 05/22/2024
BBB Complaint: 21653093
Rental Agreement Number 105113492

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

Thank you for bringing this matter to our attention.

We have received your inquiry and want to assure you Hertz thoroughly reviews every customer's inquiry.
After a review of our records, I am able to confirm that the charge of $400.52 is valid. The charges breaks down as $115 (Vehicle Upgrade), $209.95 (Loss Damage Waiver), $75.57 (Associated Taxes & Fees). I have also included a copy of the final invoice, along with the signed rental agreement acknowledging the breakdown of charges for the additional products.
We respectfully decline your request for a billing adjustment at this time.
Initial Complaint
Date:05/01/2024
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 reserved a vehicle from Hertz for the rate of $38 per day because it was listed as a 'special discount'. I made the reservation 2 weeks in advance and 1 business day before I was meant to pick up the vehicle, they called to tell me they didn't have it and I needed to pick something else. So I tried to do that, but there were no other vehicles available for the same price since the original reservation was at a discounted rate. When I went into the office, the manager and another employee informed me they keep the cheaper rate up on the site, but they rarely have any vehicles in that class. I asked why they leave it up if they don't have them and the manager laughed and said it was so people would pay for the cheaper car and have to pay more when they come in to pick it up since they don't have that cheaper option. I ended up cancelling and paying a $50 cancellation fee because I couldn't afford to pay the increased price from the bait and switch and the manager told me she wouldn't waive/refund the cancellation fee even though she had nothing in the class I reserved and she refused even a discount on another class of vehicle which would have been lower quality at a higher price.Reservation number: K82342495F8 I don't need a resolution or anything from the business, I am simply reporting them for what I believe to be poor business practices.
Business Response
Date: 05/29/2024
Complaint ID ********

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

I am sorry for any inconvenience you encounter regarding this matter. The service you received is a concern to us, and I apologize for the inconvenience you experienced. We always want to provide quality service to our customers and certainly appreciate your letting us know of your experience.This feedback has been sent to our location Manager for review and corrective action to ensure situations like this are avoided in the future.

Thank you for allowing us to address your concerns.
Customer Answer
Date: 05/29/2024

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:05/01/2024
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 vehicle from hertz *********************** location on 4/19 and returned it on 4/23.When I returned the vehicle I stopped at the gas station on the way into the airport and filled the fuel tank to above full. I could not possibly fit another drop in the tank and the fuel guage confirmed the same. When I arrived there was no one at the drop off location as it was 530 AM and the instructions stated leave the vehicle with the keys in it. Later that day I received a receipt that charged me 50 cents per mile driven. I complained to the company and they told me to send them the receipt for the fuel that i put in the car. I did not have a receipt so I could not do that and I suspect they do this on a regular basis to scam customers out of money. The contract does not state that I needed to return with a receipt it says return with the vehicle full or your will be charged 50 cents per mile or 11 dollars per gallon. Since they obviously could not put any more fuel into the vehicle they charged me 50 cents per mile or 39 dollars as I barely put any miles on the vehicle. I have contacted this company multiple times and the response I get is send us a receipt. This is a scam and they are crooks and they need to be stopped.
Business Response
Date: 05/03/2024
Complaint ID: ********
RR#: 121286362

Thank you for contacting us. The location noted the vehicle was not returned with a full tank of fuel. In the interest of customer service I have issued a refund for the fuel charge in the amount of $46.16 to you credit card. Please allow up to 7 days for the refund to post to your account.
Initial Complaint
Date:05/01/2024
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.
the worst they charge me outside washing. $200 I have requested several times an explanation to their contact-us website and after 2 weeks I have not received any update. I have call their phone numbers, even corporate it always takes me to the same recording to submit a claim. ZERO customer care from this company.
Business Response
Date: 05/03/2024
Complaint ID: ********
RR#: 121784224

A review of our records indicates our **************** team issued a refund for the cleaning fee of $200.00 on 05/01/24. Please allow up to 7 business days for the refund to post to your account.

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Hertz is NOT a BBB Accredited Business.