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.
2,177 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: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.
My rental agreement number is ********* Hertz continues to charge me fees and incorrectly for a 1 day rental. I rented a car on April 20th from LGA and returned the car on April 21st. When I pulled the car into the car return that attendant told me she would close me out. I received a receipt for a car rental from April 20th to April 24th. I called Hertz and asked them to reverse the charge on April 25th. I have yet to see a reversal. Then I received another receipt for $138 in tolls. I've tried to call Hertz twice and haven't heard back. This customer service is terrible. My ********************** receipt agreement still says 4 days and $407. At this point, I am trying to get some action from Hertz because to keep charging me fees is crazy.
Business Response
Date: 05/09/2024
Complaint ID: ********
********************** RR#: 121869252
This correspondence is being sent in response to a query made by *************************. Thank you for allowing me the opportunity to review your concerns.
We apologize for any confusion or concern caused by the toll billing incurred on your recent rental with Hertz at ******************* When utilizing the toll transponder in the vehicle customers will be automatically enrolled in the All-Inclusive Toll Package which will be billed at a daily rate for the duration of the rental period. More information about tolls and the All-Inclusive Toll Package can be found on Page 4 of the rental contract which has been attached for your review.
We understand an error occurred in the logged return time of your vehicle. When this occurred, the All-Inclusive Toll Package incurred daily charges for the logged rental time. When your invoice was corrected by our **************** team, it was not known at that time that toll roads had been utilized during your rental as these are processed by our partners at PlatePass LLC. However, after you brought the additional billing to our attention we immediately notified their offices for assistance.
They have confirmed an adjustment of the toll charges has been made at this time. The new total charges for the All-Inclusive Toll Package for your rental is $42.36 and a refund of $97.59 was processed to your charge card. You will see these funds on your account statement within the next 3-5 business days.
Initial Complaint
Date:04/29/2024
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 got charged for gas refill even I return a car full. I even return key to the counter. How can they charge my gas without even checking. I am requesting a refund. Ive filled the online form and nobody contacts me. There is no way to contact any customer service. Local office say they have no way to revert. This is unacceptable. On the receipt they say its 45% full? And it also shows me I only drove for 1 mile in two days. The rental record is *********. I did fill the tank until the pump stops filling. The screen shows its full and the number shows 600+ left. I only got 420 miles left when I pick the car! You wanna play game? Ridiculous
Business Response
Date: 05/02/2024
Complaint ID: ********
********************** RR#: 125578902
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 or concern caused by the additional billing incurred for the Fuel & Service Charge (FSC) on your recent rental. After careful review of our records and the information provided, we have determined a credit is due. Therefore, a refund of $200.18 was processed to the charge card originally billed. We regret this billing error occurred and want to assure you that this is being addressed with appropriate management to ensure proper customer service procedures are being followed and to take corrective action where deemed necessary.
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:04/29/2024
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 Reference rental agreement number is H31373646 reservation ID: *********** After paying at the hertz on returning the car, I was mailed again with addition Invoice.Upon reviewing the new invoice, I noticed an additional charge of $12.89 that was not explained.I was pushed to buy the damage waiver insurance cost which cost me addition $800+.This was provided to me through tesla Insurance as my claim was in progress and I have rental car service covered by tesla Insurance.Hertz local rental office staff took full advantage of my emotional state and pushed me to by additional coverage. My credit card has the rental car coverage.Rental Record: H31373646 Rental Type: Replacement Vehicle: 2022 TESLA MODEL 3 VIN: ***************** Customer Email: ********************
Business Response
Date: 05/03/2024
BBB Complaint#********
RR#H31373646
This is in response to ***********************.
We appreciate you reaching out and allowing us the opportunity to address your concern.
I regret any misunderstanding regarding the coverage charges. Your contract shows as accepting the loss damage waiver at the time your reservation was confirmed. It was acknowledged and accepted by your signature on the signed rental agreement, which is attached to this correspondence. (Had an accident or loss occurred during the rental, Hertz would have honored the Terms and Conditions of the Rental Agreement.)
At this time we respectfully decline your refund request.
Customer Answer
Date: 05/15/2024

Complaint: 21626159

I am rejecting this response because: I am not clear on the explanation. This is rental car provided by *************** , I am not clear why
-I wanted to know why you local agent pushed sell 700$ insurance when my credit card is covered the rental insurance. The agent is aware of that this car is replacement car after a major accident and pushed me to sign the document as I was in rush.
- with Rental extension, the amount was extended without any notice. I paid $869.40 while returning the car.
-Why after closing the account and paying additional amount , Hertz is sending me 12$ invoice without any explanation.

Note: I want an explanation than refund. I want Hertz to have business ethics than taking advantage of people when they are under stress.

Sincerely,
***********************
Business Response
Date: 05/22/2024
BBB Complaint#********
RR#H31373646

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

Per the Terms and Conditions of the Signed Rental Agreement, the charge billed for the Loss Damage Waiver is a valid charge. Our decision is unchanged in this matter and a full refund is not warranted.

Thank you for allowing me to address your concerns.
Customer Answer
Date: 05/26/2024

Complaint: 21626159

I am rejecting this response because: You have not answered to my earlier question. I had emailed Hertz and called customer care number given on the new invoice, no reply from Hertz on additional $12.89.Attached the Invoice, I got this invoice twice and the website written on invoice for payment is not available.

Sincerely,
***********************
Business Response
Date: 05/31/2024
Complaint ID: ********
RR#: H31373646

I apologize for your dissatisfaction, the representative offers the Hertz coverage's to every customer. It is up to you as a customer to accept or decline what you decide. In this instance you accepted Loss Damage Waiver. The total charge was $882.29, however the credit card company only paid $869.40, which resulted in an outstanding balance of $12.89. The amount of $12.89 was removed to prevent an outstanding balance.
Again, I apologize for any misunderstanding and will share your feedback with the appropriate Hertz management for internal review.
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.
See PDF attachment for details
Business Response
Date: 05/15/2024
Complaint ID: ********
Res#: K4651793650

Our records show the refund was processed to your **** card ending in 4283. Attached is the invoice, unfortunately we cannot issue another refund as the refund was properly refunded to the credit card.

Customer Answer
Date: 05/17/2024

Complaint: 21640939

I am rejecting this response because: Hertz is stating that the $380.45 was properly refunded to our credit card which we claim is not accurate. We stated in our original complaint that we were given document #************ /invoice#********* on 3/7/24. So, to receive this document again as apparent proof of the transaction from Hertz does not provide evidence that the funds were transferred electronically to our credit card. Furthermore, to state that the funds were transferred is not accurate, we are providing personal credit card statements for the time period in which Hertz claims to have transferred said funds and show this was not the case. Hertz should be able to validate through their accounting department that the *** did not go through. Attached is proof of the original pre-payment of on 4/19/23 in amount of $380.45 and the new charge at time of rental 3/23/24 in amount of $237.55 which had to be made because of a new credit card. Attached also are the statements showing that no said refund to our credit card account was received.

Sincerely,

*************************
Business Response
Date: 05/23/2024
BBB Case #:21640939
RR# or Res#: ************************** is in response to *************************.
We can assure you the prepaid refund in the amount of $380.45 was processed through to card ending in 4283 on February 24,2024. The statement you provided for this credit card shows dates from April and May. Please review further with your credit card for the months of February and March. The refund has been reviewed and we can confirm this went through on our end.
Thank you for contacting us.
Customer Answer
Date: 05/23/2024

Complaint: 21640939

I am rejecting this response because: to Hertz, we sent you 3 statements, not 1. The April/ May statement that you are referring to is from 2023 showing the original prepaid rental purchase. We also sent 2/2024 to 3/2024 and 3/2024 to 4/2024 statements which did not show a credit. We finally received the credit on the May 16, 2024 statement, not on the March 16 or April 16 statement as claimed by Hertz and proven in the above mentioned statements provided. Thank you to the BBB for your help in this matter.

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.
Reservation made for *************************, ************************ made on 12/30/2023 Reservation details:Arrival to *********** Friday, April 5 Return Monday, April 8 ********* Member #xxxx8459 Pickup and Return location: ******************************************************************************************************* Confirmation #K72232153B2 Reservation amount $377.60 for the entire time Hertz Reservation sent a reminder to me 2 days before arrival (Wednesday, April 3).Upon arrive at ***************** Rental, we were told they closed the rental location on Tuesday, April 2 and all rentals were moved to: ******************* SAT, at **************************************Upon arrival at SAT, we were told they had no vehicles, and all reservations were CANCELLED.WE HAD NO RESPONSE FROM HERTZ OF THIS CANCELLATION AND INSTEAD RECEIVED A REMINDER ABOUT OUR RENTAL 2 DAYS BEFORE OUR ARRIVAL. NOTHING STATED THE RESERVATION HAD CHANGED OR WAS CANCELLED.*** told us to go back to the main airport and see if they had any vehicles left to rent. Keep in mind, this is the weekend of the eclipse with an unusually large number of people arriving to the area.We went to the Hertz gold desk at the airport and were told they could NOT honor our rental agreement, but they did have a vehicle we could rent, at TODAYs rate. We were at a loss; we needed a vehicle and Hertz would not honor our rental agreement. We had no option but to pay the fee, we were at their mercy.The NEW rental rate was $1573.59, FOUR times higher than our original reservation.I filed a complain with Hertz, here is their reply: Dear *************************,I sincerely apologize for any misunderstanding regarding your rental. I have verified your rental records in our system, and it indicates that you have accepted the quoted rate at the time of pick-up. Since you agreed and accepted the terms and conditions provided, all the charges were correct, and no adjustment was warranted.
Business Response
Date: 05/01/2024
BBB Complaint: 21640915
RA: 113610560
This is in response to *****************************. Thank you for contacting us regarding this matter.
I am very sorry to hear that we were unable to provide you with a car at our ****************** location and that your original reservation was canceled with no acknowledgments.This is not the level of customer service or satisfaction we wish to portray.
Regarding no cars being available for rent, there are, on rare occasions, unforeseen situations may arise that result in a shortage of vehicle availability, due to fluctuations in day-to-day operations and returns, cleaning of vehicles, etc. However, we do remain committed to providing more fleet availability.
Unfortunately, as the new rental agreement and charges were accepted, and the vehicle used for the entirety of the rental, these charges are considered valid. However, as a gesture of goodwill and apology for this experience, I have adjusted off half of the rental costs. The new total for this rental is now $787.09. Please allow 5-7 business days for this to reflect.
I appreciate the opportunity to assist in this matter.
Initial Complaint
Date:04/29/2024
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.
A Hertz rental car damaged my passenger door on 04/14/2024. My own insurance company has filed a claim (claim #: ********) against Hertz on behalf of me on 04/15/2024.I have tried to call the claim department at ************ multiple times and each time I talked to the offshore call center persons. They kept telling me that they sent the expedite request to some USA team for this matter and let me wait for 5 business days. However, nothing happened after I called back 5 business days later.This is not acceptable. I am requesting Hertz to take action and get this matter resolved ASAP. If this is not resolved, I will have to report this to my state of attorney general and federal trade commission to further my escalation.As a due diligence, I had also tried to call the executive customer care *************) as suggested here, but they were no help. Instead, they gave me few other numbers to call but all ended up nothing. This is a VERY disappointing experience. Insurance claim being one of the most critical parts of the business was fully handled by offshore call center and the fact that no direct phone number in the ** that can actually process the claim was a total shame.The RR# involving the Hertz rental car is ********* and license plate is *******. I also have other information regarding the driver if needed.
Business Response
Date: 05/06/2024
Complaint ID: ********

I apologize for any inconvenience you have experienced. I reached out to our management team in our ****************** they have advised they have expedited your claim and are working to resolve this matter. You will be contacted by our Claims team in an effort to resolve.
Initial Complaint
Date:04/29/2024
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.
I made a reservation at the *********** on business. The reservation was at a rate of $32.00 per day. I arrived at approximately 5:50 PM on 4/1/24. It was very busy, and there was a long wait. I received a Rental Record Receipt and rental agreement showing a rate of $32 per day and was sent out to pick up the car in a particular location, which I did. When I returned the car four days later, the daily rate had been changed to $399 per day, more than ten times the rate I was given. I was not made aware of any issue or change prior to returning the car on 4/5. I should have been given a product that met the rental agreement and been made aware of any alterations or issues. On 4/5, I was told no one on-site could assist me, and I had to contact customer service via the website. I filled out two different forms and finally received a reply on 4/19 that I had been charged the correct amount. I replied that the transaction was not transparent but a bait and switch and requested assistance. I have had no reply as of 4/29. I tried to reach a person for assistance via several phone numbers. I have been transferred numerous times and sent to voicemail that asks for an extension number. A customer service agent named **** said he could only email the location for a recommendation for resolution. There was a gross change in the rate without my knowledge, and I have only been passed around or sent to a dead end. It has been a complete runaround. My Rental Agreement on 4/1 showed a total of $203.13, but my receipt showed a total of $2029.96. I have filed a dispute with the credit card company and assert this situation amounts to consumer fraud.
Business Response
Date: 05/01/2024
BBB Case 21640404
RR No: 111579613

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

I apologize for the erroneous amount you were billed.I have corrected your rate to issue a refund of $1,826.83 to the card on file.Please allow up to 7 business days for the funds to post to your account.

Thank you for contacting us.
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:04/29/2024
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 went to go rent a car this weekend on 4/26 and when I got to Hertz I had a crack in my drivers License. The crack does not stop you from seeing who I am or any of my personal information. Hertz refused to rent to me but then on Sunday I noticed a charge from them. I called the call center and they want to send me through hoops to get my refund telling me to go on the website for this. I still have not been able to get my refund for the rental. I felt completely discriminated against because I'm African American, the agent helping me asked me more than once if I had enough money on my cc to rent the car however the charge that they took is on my debit card. They explained to me that since Im a resident her in ******** that I had to use a credit card but ended up billing a charge to my debit card. Im very disappointed with Hertz and will never rent from them again, they through a big **** in my plans. I went to two other rental car places after this to see if they would let me rent from them with the cracked ID and both said yes. Its really sad Hertz had no options for resolving this. What's so crazy is that I rented at Hertz in *** a few weeks prior and they let me rent a vehicle with no problem with the same ID so I cant understand this.
Business Response
Date: 05/03/2024
BBB Complaint#********
This is in response to ***********************************.
We appreciate you reaching out and allowing us the opportunity to address your concern.
Please accept my deepest apologies on behalf of the Hertz team for any inconvenience or frustration you may have experienced. After reviewing our records, I see that that you were charged a no-show fee. At this time that charge has been refunded. Please allow 3-5 days for processing.

In addition to refunding the charges that where incorrectly charged we would like to send you a $50 rental certificate as a gesture of goodwill. Please reach out to us at ************************************************ and provide us with your mailing address to send the rental certificate to. Please be sure to add the following reference number #********
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 rented a car from Hertz back in February for the weekend of April 6-9. My booking number is K77009457B7. I prepaid $269, and was going to pay for only the insurance upon pickup.There was confusion about the pickup location before the actual pickup date, so the morning of April 6th I called to confirm, around 9:30 am. My pickup time was noon. The person on the phone confirmed my pickup location of *******************************************, but when we got there (around 11:15 am) there was a note on the door saying that all reservations had been moved to ******************************************. So, we had to take another Uber to the new location. When we got there, the lobby was full of people who'd similarly been rerouted. We got in line to wait. There was only one employee helping us all. A second employee didn't arrive until after noon. People ahead of us were being given electric cars, that being the only available kind of car left. An electric car wasn't going to work for our situation, since we were headed to a state park campground 2 hours away. We started calling other car rentals to find other options. We found one, so as soon as it was our turn, we canceled. The new rental was much more expensive than the one I'd made through Hertz in February, which is exactly why I made the reservation so far in advance, to avoid same-day rental prices.At the Hertz location, they wouldn't give me an immediate refund. I was given a flyer and told I'd need to call a ***** number in order to get refunded. I called this number two weekends ago and was on hold for 35 minutes before speaking with a customer service agent. The phone call to get a refund went fast, luckily, and the agent was able to issue me a refund within minutes. However, the refund hasn't appeared on my bank statement yet and appears to not have gone through. So, last Saturday (April 20) I wrote Hertz explaining that my refund hasn't come through. I haven't received a response from them.
Business Response
Date: 05/09/2024
BBB Complaint #********
Reservation ID: ***********
This is in response to ***********************.
Hertz thoroughly reviews all customer inquiries and would sincerely apology for the delay in the resolution of your case. I am able to verify that the refund has been submitted and approved in our system. Please allow 3-5 business days to be fully processed.
Initial Complaint
Date:04/29/2024
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.
On 4/4/24 an hertz policy holder in a White **** rear-ended me on ****************************************************************** at 7:00 am We exchanged information. I took a picture of his ID and insurance card. Then I proceeded to call Hertz to make a report of this incident on the same day. Todays date is 4.29.24 I have called several times in regards to this issue. Each time I get the response that an adjuster has not been assigned yet. Meanwhile, my vehicle is damaged. Im trying to get resolution to the situation. However Im making absolutely to progress. This is unacceptable. Claim number is ******** The policy number is ********* My name is *********************** My contact number is ************ My email is ******************
Business Response
Date: 05/09/2024
BBB Complaint #********
Claim #*********
This is in response to ***********************.
Hertz thoroughly reviews all customer inquiries and would sincerely apology for the delay in the resolution of your case. Please be assured that the claims department has been notified and we can confirm that this claim is being expedited at this time. A member from the claims department will be reaching out soon.

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Hertz is NOT a BBB Accredited Business.