Business Profile

Auto Rentals and Leasing

Hertz

This business is NOT BBB Accredited.

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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

7,225 total complaints in the last 3 years.
2,178 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:05/01/2024
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.
Hello, I have an issue that I would like resolved. My membership number is ********. I called last week, this week, and via ******** with varied and inconsistent responses and directives from your team.On 4-25-2024 at approximately 6:10 am CST, l spoke with one of your very impatient and a**** CSRs who refused to hear me out and disconnected the call and I didnt appreciate that. The other CSRs didnt hang up but werent much better. Issue: I have a bogus pending $166.80 charge that was initiated on 4/19/2024 that I am trying to identify the details on. The clown that hung up on me clearly was not interested in hearing me out regarding this charge. Your CSR team has consistently said that they dont know what the charge is for and neither do I. ******** said that Hertz should drop the charge and Hertz has repeatedly said that the bank should dispute the charge that Hertz knows nothing about. So, I have been thrown around and around the mulberry **** with no clear direction while being negatively impacted.I dont owe Hertz anything, nor did I initiate a new rental on 4-19-2024, therefore this amount that has been in Pending status on my bank account since April 19, 2024 needs to be dealt with, dropped, reversed. Further, I want to know what Hertz Corporate is going to do about unauthorized charges that your folks seemingly cannot identify and puts customers like myself at a distinct disadvantage in getting a resolution and refund.Kind regards,
Business Response
Date: 05/03/2024
Complaint ID: ********
********************** RR#: H30398605
This correspondence is being sent in response to a query by *************************. Thank you for allowing us the opportunity to review your concerns.
We apologize for any confusion caused to you regarding the charges billed for your rental. Our records show your rental under RR# H30398605 was billed to a **** card ending in xx-6294 in the amount of $138.91. There are no additional charges billed to this charge card or under this rental number. We have been unable to locate a charge or a pending authorization for the amount disclosed in your inquiry.
If this charge is under a different charge card, please contact our ************************** team by phone at ************ to provide the full charge card number in which you are seeing these charges. If you have had a recent rental or reservation other than the above-mentioned, please provide us with the confirmation of the rental or reservation so that we may review for possible cancellation fee or no-show fees incurred on another rental.
One point that we do want to address is the level of service that you received from our customer service team. All ********************** employees are expected to be friendly and courteous when assisting our customers. It is the minimum that our customers should expect. We are sincerely sorry that this was not your experience on this occasion. Rest assured this has been addressed with the staff involved.
Initial Complaint
Date:04/30/2024
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.
The Hertz location in ********, ****** forged my wife's initials and charged her for add-on packages that she did not agree to. I am requesting Hertz to provide a refund for the add-on packages that she did not sign up for. My wife was charged $524.41 extra in packages. The contract number is F4397977
Business Response
Date: 05/16/2024
BBB Case 21649432
RR No: F4397977

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

Upon my review I have confirmed that the charges were accepted and signed for at the time of pickup as documented on the attached Signed Rental Agreement (SRA). Please note that the initials are not a legal acceptance of the charges but the signatures are. With respect, the signed rental contract is a legally binding document. It is the customers responsibility to review the terms of this documentation before departing the rental facility in order to ensure the terms of the contract are correct. In accordance with the **** the charges are valid, and no adjustment is warranted.

Thank you for contacting us.
Customer Answer
Date: 05/17/2024

Complaint: 21649432

I am rejecting this response because I have provided evidence that the extra packages were not accepted. The rental location fraudulently added my wifes initials to forge her acceptance of adding these packages. It is not debatable that the evidence I provided did not have my wifes initials and the document provided by the rental car location did include them (forged by rental car location). The only signature was for the terms and conditions of the contract without the added packages. Please refund my wife for the added packages she did not sign for.

Sincerely,

*********************
Business Response
Date: 05/23/2024
BBB Case 21649432
RR No: F4397977

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

Regrettably, we are unable to confirm a verbal conversation at the counter. By signing the rental record, you are agreeing the terms, conditions and rates billed for the rental at the time of pickup. As previously advised, it is the customers responsibility to review the terms of this documentation before departing the rental facility in order to ensure the terms of the contract are correct. In accordance with the Signed Rental Agreement the charges are valid, and no adjustment is warranted. Please consider this our final response as no further requests to revisit this matter will be considered.

Thank you for contacting us.
Customer Answer
Date: 05/24/2024

Complaint: 21649432

I am rejecting this response because I have provided evidence that the add on packages were not agreed to based on no signature or initials provided in the contract. The vendor illegally added my wifes initials committing fraud and adding the cost to the rental. The business needs to take action based on the fraud that has occurred.

Sincerely,

*********************
Initial Complaint
Date:04/30/2024
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.
We booked a car online on Apr. 30 and was told to pick it up at ************************ at 5 p.m. (confirmation number: K8444442934 )After we took an Uber there, no ones there waiting for us and then we called Hertz. The employee told us it was the wrong address on the website and they were about to close and they let us to pick the car in a far away airport. He also told us that we should be responsible for their problem! Ridiculous! And then I called hertz again to make the complaints and I got cut off! Then we could only Uber back! They should apologize to us and cover our cost the Uber.
Business Response
Date: 05/03/2024
Complaint ID: ********
********************** Res#: ********************** correspondence is being sent in response to a query made by ***********************. Thank you for allowing us the opportunity to review your concerns.
We apologize for any confusion caused to you regarding your reservation with Hertz on ******************** at the ************************* Please see the attached screen shot of the Hertz website which shows there is not an actual rental office at this location. This is a satellite location on a military instillation which is served by a nearby Hertz Local Edition (HLE)location, which in this case is the Mountain View - ************** HLE. This may require customers to travel to the nearby servicing location. Pick-up and return should be coordinated with the servicing location.
In both instances, the ********************** location and the Mountain View El Camino Real HLE both are served between the hours of 0800 1700h Monday Friday. Our records show your reservation was booked for rental at/near the time of close at 1700h.
With the above in mind, a credit of your Uber expenses to another location is not warranted.
Initial Complaint
Date:04/30/2024
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.
Hertz has failed to respond to my complaint since April 5.They charged me 318 EUR in damage, while I had paid for a super cover (assuring 0 EUR excess pay) and while the Hertz employee at the counter assured that pre-existing damage had been reported.Reference:Customer Care Case # ******************************* Agreement #: ********* My email (April 5):"My apologies - I am disappointed with this response.Your colleague at the rental counter at *********** assured me that the existing damage had been duly registered, and that additional damage would not be charged. Indeed, she said the super cover would cover it. Hertz Online says the same: "Zero excess to pay for any damage to the vehicle, including glass and tyre damage". I do see the super cover charged on my bill.Why do you still charge me 250 + 68 EUR for damage then? This is completely inconsistent with what your colleague advised me and what your website states.Moreover - not that it matters because I should pay 0 EUR for the damage - your damage report is incorrect and contradicts itself:The damage on the left front wheel was already recorded in the *** and hence should not appear in the *** I am not sure whether the right rear wing damage was already there. As said, your customer service colleague assured me I am fully covered so it does not matter. As such, I did not do a detailed inspection in the dark parking garage of *********** to duly verify every scratch before leaving.Trusting that you could remove the 250 + 68 EUR off my bill. Thank you in advance."
Business Response
Date: 05/15/2024
Complaint ID: ********
********************** RR#: 294177866
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 or confusion caused to you by the additional billing for damages on your recent rental with Hertz in ******. Based on our review, we are issuing an adjustment of these charges at this time. The amount of ****** has been refunded at this time, however, will take up to 5-7 business days for the funds to show on your billing statement.

Customer Answer
Date: 05/23/2024

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:04/30/2024
Type:Order 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.
Date of Transaction 4/26/24:I was charged $447.78 for gas on an electric car. I only drove the car 141 miles for one and a half days. I believe I was overcharged and need this investigated. The rental representative that day did not explain I would be charged for a full tank of gas since the car does not take gas. I've been trying to get on the phone with a representative and all I get is a machine no human. I am a military personal and I don't have time to waste. Been calling every day since Friday.
Business Response
Date: 05/02/2024
Complaint ID ********
********************** Agreement Number 124295964

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

I regret the inconvenience this matter has caused you. After review of our records I have issued a refund in the amount of $414.78 due to the clerical error applied to the fuel charge, as our records indicate the vehicle was returned with a 20% charge level, so a $35.00 fuel fee was applied and is warranted. Please allow 5-7 business days for funds to post.

Thank you for allowing us to address your concerns.
Customer Answer
Date: 05/02/2024

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:04/30/2024
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 a deep seated concern that has bothered me this entire week. I appreciate that it is only a concern for me and only a jacket (although it was ******). We were traveling and picked up a car from your company on April 21 at ***************** *******. We are gold members so selected a **** Edge, Charcoal in color. As we were leaving the gate, we were told that the car had a service issue of some sort and we couldn't take it. We would have to return and select another vehicle. We returned to the lot and selected another car and went about moving our items from one car to another. We then returned to the gate and headed on our way. About 20 minutes down the road, I realized I hadn't gotten my jacket from the backseat. We quickly turned around to retrieve it. When we got back to the facility they had no idea where the car was (it was no longer where we left it) and no idea about a jacket. Several people looked but the car was not found. While walking around and waiting, we noticed a car, just like the one we had, in the service area behind the building. We were told not to approach it and it was sure it wasn't the one we had driven. There was nothing in Lost and Found. We didn't receive any sort of help other than "make a report with lost and found." If it had been several days, I would understand this but 20 minutes? I don't expect to ever see the jacket again but my trust is broken. I have attached the photos we had taken on the first car which seems to be the only proof we had it.
Business Response
Date: 05/02/2024
Complaint ID ********
This is in response to *******************************

I sincerely regret the inconvenience this matter has caused you. In accordance with the Terms and Conditions of the rental agreement, Hertz is not responsible for personal property left in our vehicles.However, we are always concerned when customers do leave behind and work diligently to reunite the items with the rightful owner. Our procedures require that when items are found, they must be brought to a manager for proper identification and attempted return to the customer. I understand that the attempt to retrieve your jacket was done in short amount of time when noticing it was left behind. However, our procedures do not change in this instance. If you have processed a Lost and Found form you will be notified within 30days if the item has been located.

Thank you for allowing us to address your concerns.
Customer Answer
Date: 05/03/2024

Complaint: 21645853

I am rejecting this response because:

This was the response I expected from your company. I reject that you made it the fault of the customer that this occurred. I would have preferred that you would make an effort to look into the operations of your facility at **************. I dont expect the jacket to be found. I have logged this with lost and found and checked for it when I returned the car the following week.

Sincerely,

*******************************
Business Response
Date: 05/07/2024
BBB Case 21645853

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

While I understand this is not the desired outcome, as previously advised you will be notified within 30 days if the item is found.Please continue to work with the local team.

Thank you for contacting us.
Initial Complaint
Date:04/30/2024
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.
Upon landing on the 24th in ************** from ******, *****, I rented a car. However, the next day, while driving to *******, I felt unsafe as the car began to wobble at speeds over 65 mph on the highway. Concerned for our safety during the 7-hour drive, I stopped at a Hertz location on the way to ************* to exchange the car. Despite the employee's assistance in exchanging the car, the replacement turned out to be worse than the first one. It lacked basic features like blind spots and proper phone projection for navigation. This led to me driving with one hand, narrowly avoiding two accidents due to the lack of blind spot signals and holding my phone for navigation. The next morning, I went to the Hertz location at ***************************** to exchange the car again. After explaining my situation to the employee in the return section, I was directed to the front office. Despite waiting for 30 minutes without any update, I decided to raise a complaint through Hertz customer service and provided them with a case number.Despite my efforts, after waiting for an hour without any response, I approached the front office again, only to be rudely dismissed by an employee who refused to listen to my questions and instead insisted I wait in line. When I attempted to record their disrespectful behavior, they threatened to involve the police and accused me of harassment.The manager's intervention only made things worse, as he threatened to cancel my entire reservation if I spoke up. Feeling pressured and anxious about my parents waiting at the hotel, I reluctantly complied. To add insult to injury, when I returned to exchange the car, my belongings were missing, and the replacement car was not properly fueled. Despite these issues, I left the airport, only to discover later that I had been charged incorrectly for the rental.Beyond the financial concerns, I was deeply troubled by the disrespectful treatment I received. Please review the **** footage.
Business Response
Date: 05/10/2024
Complaint ID: ********
RR#: 123967104

Please accept my sincere apology for your experience. Upon reviewing your complaint, I reached out to our Buffalo team for their feedback. They have advised when you arrived to their location, you were in their return area, so they thought you were there to return the vehicle. I sincerely apologize for the behavior our representative. There is never an excuse for rude or unprofessional behavior. Please be assured your feedback was shared with the appropriate Hertz management for their internal review and corrective action.
I have corrected the rate and removed the fuel charge from your rental. The refund is $46.84, please allow up to 7 days for the refund to post to your account.
I apologize for your dissatisfaction with the vehicle you were provided and for the issues you encountered with the vehicle. Your feedback was shared with the proper management.
The location has advised all of your personal items were returned to you.
As a gesture of apology to you and in an effort to regain your confidence, I have provided ***** points to your Hertz Gold Rewards account. Please utilize these towards a future rental on us.
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:04/30/2024
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 Hertz at JAX. PlatePass was never discussed, I was unaware that I had declined the service and don't know what it would have cost me. Coming back to the airport we had the option of an express toll lane on I-295 but avoided it. A week after our trip I was emailed that I had been charged for "activating" PlatePass which I did not even know existed until today. The comment form on their web page is broken. Their phone lines have excessive wait times. Hertz is unable to help me. Rental Record is *********. Thank you.
Business Response
Date: 05/01/2024
Complaint ID: ********
********************** RR#: 120734633
This correspondence is being sent in response to a query made by ***********************. Thank you for allowing us the opportunity to review your concerns.
Our partnership with PlatePass was designed as an added convenience to busy travelers who may not have time to stop and pay a toll or carry their personal toll pass with them on trips. As we are sure you are aware as well, several states are now going to cashless tolls, so without a toll program in place to assist customers with paying the toll, they could be faced with a more expensive proposition in paying a toll violation. The administration fee is in place to help Hertz recoup our costs from managing the toll program.
All toll charges are applied to the credit/debit card billed on the rental or mailed to the customer within two weeks of the *********************** completion. The administrative fee is billed in addition to the toll charges and per usage day. This information is available in the terms & conditions of the Signed Rental Agreement on Page 4. The contract has been attached for your review and record.

With the above in mind and based on my thorough review the toll charges are valid. We do regret for any inconvenience this matter has caused you.
Customer Answer
Date: 05/01/2024

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:04/29/2024
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 booked a prepaid car rental for March 12th for the duration of one week with Hertz. I missed my flight and call Hertz and the representative updated my reservation. The next day there was a snow storm, which further delayed my arrival. I continued to call Hertz to update them and they continued to advise that they would hold the rental reservation per their policy. The last time I called the representative advised me that because it would be more than 24 hours from the original reservation that I would need to fill out their form to request a refund for the original reservation and re-book. They were unable to move the funds for the reservation but assured me they would honor the refund request. On March 15th we picked up our new rental and returned it on March 19th. We still had not received the refund so we filled out the contact us to gain status. They advised that it could take up to 10 business days to process the refund. It is now over a month after the refund request date and I still have not received the refund. Now when I attempt to talk to someone at Hertz about the refund they say they are not able to assist me because the refund has ready been initiated. *** contacted my bank and they stated they have not received any deposit for my account from **********************. This refund has created a butterfly effect in my life and Ive fallen behind in bills due to a lack of funds. At this point, my bank has asked me to dispute the charge since I have documentation stating Hertz agreed to refund the charges. It is unfathomable that the refund has not been released by Hertz whom collects money daily from patrons.
Business Response
Date: 05/13/2024
Complaint ID: ********

I apologize for any misunderstanding. A review of our records indicates the refund was submitted, however we received a chargeback from your financial institution, therefore the refund was stopped on our end as you received the refund of $489.84 from your financial institution.
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:04/29/2024
Type:Customer Service 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 No: ********* Rented 11/29/23 till 12/15/23.**** was paid in full with the return of the car. E43 Additional bill sent for:CA TOURISM FEE (I'M A CALIFORNIA RESIDENT!!!)LATE FEE ( CAR RENTAL WAS EXTENDED THROUGH THE HERTZ APP)CONCESSION FEE RECOVERY ( WHAT?)LICENSE AND TAX REIMBURSEMENT (WHAT?) ADDITIONAL TAX ( ON BOGUS FEES)This car was returned and checked out by a *************** Employee and the rental agreement was paid in full on the return. I've called the various *****- numbers, and I have gotten NOWHERE with the ****************** .I do not owe the $52. 23 that Hertz is trying to extort.
Business Response
Date: 05/02/2024
Complaint ID: ********
********************** RR#: 810381751
This correspondence is being sent in response to a query made by *************************************. Thank you for allowing us the opportunity to review your concerns.
We apologize for any confusion caused to you regarding the mandatory taxes and fees on your rental. Car rental companies are required by law to pay monthly assessments to the California Travel and ****************** on revenue generated at either airport or hotel rental locations. This fee has been calculated to recover such assessments on an applicable rental basis. The Concession Fee Recovery reimburses us for fees imposed on the car rental company by the Airport for each rental. And the License and Tax Reimbursement is for the car rental company's' recovery of the proportionate amount of vehicle licensing cost applicable to the rental.
All taxes and fees are disclosed on your rental contract which was signed and accepted at the time of rent. Additionally, these charges are outlined during our booking process and can be reviewed by visiting the Hertz website and looking under the Rental Terms & Conditions. These taxes and fees are mandatory and cannot be waived. We have attached a copy of your rental contract for your review and record.
Additionally, our records show your rental was due for return on 12/09/23; however, the rental was not returned until 12/15/23. Therefore, you were billed accordingly for the time in which the rental was in your possession including an applicable Late Return Fee. We have no record the rental contract was extended through our Mobile app or with our Rental Extensions team. For consideration of removing the Late Return Fee, please provide a screen shot of the confirmation screen when you extended your rental.
With the above in mind, the charges incurred on your rental are valid. However, our records show that of the total charges billed for $803.18, your financial institution remitted payment for only a portion of the amount for $750.95 which left a balance owed of $52.23. We apologize for any confusion caused by this outstanding balance. We have attached a copy of your invoice for your review and record.

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Hertz is NOT a BBB Accredited Business.