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

7,217 total complaints in the last 3 years.
2,180 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:04/26/2024
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 charged me $550 for one day then slapped a $400 smoking fee when it was never ever smoked in. I rented the car with my mother present and she can attest.
Business Response
Date: 04/29/2024
BBB Complaint: 21629016
RA: 122113423
This is in response *****************.
Thank you for contacting us regarding this matter. Upon further research into this matter, we have determined that a refund is valid for the smoking fee charged. We have issued a refund of $400.00 to the card on file. Please allow 5-7 business days for this to reflect. I apologize for any inconvenience this has caused in the interim.
Initial Complaint
Date:04/26/2024
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.
My husband and I rented a car through Afterpay and paid for our rental reservation IN FULL. All taxes and fees included. This was verified through AfterpAy at purchase. Upon arrival to pickup our reservation, which we had done early check in as they requested the day or so prior. To ensure our rental was available and ready according to hertz. Upon arrival we were told they did not have our requested vehicle! Note: the female inline before us actually drove off in our rental. They gave it away. She had no reservation. We specifically reserved a Yukon/suburban/tahoe size vehicle due to the needed size for our families trip. The offered us a downgraded option which we accepted due to no other option. They gave a coupon for a future rental discount as concession, the $100 discount isnt the same value as what we ended up losing. Note: the vehicle given to us was FILTHY. French fries, dirt, all over the vehicle and consoles. It was extremely obvious the vehicle had not been cleaned from previous renters use. The outside of the vehicle was covered in dents and damage. We of course took pictures for our security as weve already had poor customer service. Note: the vehicle upon being driven has/had an exhaust leak. Causing obvious driving issues. Unfortunately we were over an hour from home and my husband said it wont prevent us from getting to our reservation as scheduled. So we tolerated the fumes, noise, and jerking acceleration the entire week. The vehicle was returned without issue and a full tank of gas as verified by the desk clerk.Within days of this return we began to get charges on our CC for unknown fees. As they began to show we repeatedly called over and over to multiple numbers/departments about this. We were repeatedly denied explanation of fees, copies of receipts that had never been given, denied contact with supervisors or other managers. At this time we have incurred $250 dollars of unauthorized unknown fees and also cc interest of growing amount.
Business Response
Date: 04/30/2024
BBB Case # ********
RR# or Res#: ********************* is in response to *************************.

In review of our records, you reserved a 7-passenger SUV, and one was provided to you. We can not guarantee the make and model. Also, there were taxes and fees owed at the time of pick up that were not included in your prepayment.The charges are correct, and no refund is warranted. I have provided a copy of your signed rental agreement for your records.

Please accept our sincere apology for the condition of the vehicle. All Hertz vehicles should be properly cleaned, serviced, and in good mechanical condition before being released for rental. When a customer is unhappy with a ********************** vehicle or has difficulty during their rental time frame; we recommend contacting our ************************** team immediately for on-rent support.Regrettably, I was unable to locate a report from Emergency Roadside concerning this. All concerns with the vehicle while on rent you will want to call our Roadside Assistances at **************. As a gesture of concern, the location provided a $100.00 certificate for a future rental. No further compensation or a refund is warranted.

Thank you for contacting us.
Customer Answer
Date: 05/01/2024

Complaint: 21628639

I am rejecting this response because:
I was charged for gas upon return, and the tank was full. I want that money refunded. I included the charge for it in my initial complaint.

*********************
Business Response
Date: 05/13/2024
BBB Case # ********
RR: 103335153

This is in response to *************************.
Hertz thoroughly reviews every customer's inquiry. In review of our records, I can confirm that the $190.99 charge was in regard to the taxes and fees associated with your rental charges. The $54.84 charge was in association with toll fees incurred during your rental period. I have included a copy of both the final invoice and the toll invoice with this correspondence.

All charges have been verified so no further compensation or a refund is warranted.
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 only having gone to this extent was I able to get explanations and receipts for the charges they billed us. Your charges maybe valid but your practices and customer service is far from meeting minimal standards. We will NEVER do business with Hertz again. And will insure that we do all we can do discourage others to also.

Sincerely,

*********************
Initial Complaint
Date:04/26/2024
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.
I was charged for 4 days for a 3 day rental. I did return late, by a couple of hours. I thought that's why I was charged a late return fee. I would like my amount adjusted due to double charging and predatory practices. If I would have know these things would have happened, I would never have signed this agreement.
Business Response
Date: 04/30/2024
Complaint ID: ********
RR#: 121273526

A review of our records indicates the rental was scheduled to be returned on 04/21/24 at 1:00 PM. However, you returned on 04/22/24 at 3:05 PM. Due to the return date and time you were charged for two extra days, As you were correctly charged, a refund is not warranted. Attached is your rental receipt.
Initial Complaint
Date:04/26/2024
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 date of transaction is February 21st 2024 The amount paid was $482.04 They kept my money without me being able to rent the car they said I owed them $200 so I feel the amount due back to me is $282.04 I got the advertised price from Priceline my trip number is 439-634-205-18 in my company confirmation number is K7753740612 Just want them to pay back what is owed to me we'll never do business with them again.
Business Response
Date: 05/09/2024
BBB Case: 21628482
Res No: K7753740612

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

Upon my investigation I found that your rental was booked through Priceline. Hertz did not accept the payment for this third-party booking. Please be advised you will need to reach out to Priceline for any compensation.

Thank you for contacting us.
Initial Complaint
Date:04/25/2024
Type:Delivery 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.
Dollar Rental Agreement Number U61137963 Rental Date: 11 March 2024 I contacted parent company on 27 March to determine how to get frequent flier credit. NEVER received a response.=========>>> This business was originally contacted by email. As a customer, I expect to be contacted in the same manner, i.e., by email. I wish to receive a WRITTEN response by email. >>> Any email response directing me to telephone the business for a resolution will be IGNORED. As a customer, I expect to receive a WRITTEN resolution. I will NOT telephone this business in order to obtain resolution to my complaint. >>> If the business can NOT send their response by email, the business may use the **** to mail a WRITTEN response to my residence address. >>> Do NOT attempt to contact me at the telephone number listed with the BBB. A telephone call is NOT a written response. As a customer, email is my preferred method of contact. I prefer to be contacted by email at ***************** Do NOT contact me by telephone. >>> I do NOT resolve complaints by telephone or text. As a customer, I expect this complaint to be resolved by email. This complaint MUST be resolved by email. >>>
Business Response
Date: 04/29/2024
BBB Case 21627934
RR No: U61137963

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

I apologize for any difficulties you may have encountered regarding missing frequent traveler points for your recent Dollar rental. In order to receive these points please go to ****************************************************************************************************************************************************************** and select your frequent traveler program from the list. Once selected, please fill out and submit the form provided.

Thank you for contacting us.
Customer Answer
Date: 05/11/2024

Complaint: 21627934

I am rejecting this response because the points have not been credited to my account.
This process will take 4-6 weeks.

When points are credited, I will accept response.

Sincerely,

***************************
Business Response
Date: 05/15/2024
BBB Case 21627934
RR No: U61137963

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

As previously stated, we regret any inconvenience this matter has caused you. I have reached out to our team that oversees our Frequent Travelers program to have this matter reviewed and addressed with an urgency.

Thank you for contacting us.
Customer Answer
Date: 05/19/2024

Complaint: 21627934

I would like to thank the BBB of ************ for getting involved in this complaint.

I am forced to reject the response from Hertz because this complaint is in the process of being resolved. I am unable to reject or accept the response from Hertz. This complaint is NOT resolved. This complaint is still OPEN. The BBB has no way of placing a complaint in pending status. This complaint is pending receipt of the promised miles from Hertz. This complaint will NOT be resolved until I receive the promised miles from Hertz. Upon receipt of the promised miles this complaint will be resolved and the response will be accepted.

Sincerely,

***************************
Customer Answer
Date: 06/06/2024

Better Business Bureau:

Will now accept business resolution to this complaint.

Thank you to BBB Serving ************!

Sincerely,

***************************
Initial Complaint
Date:04/25/2024
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 wanted to add my hertz rewards number to an existing reservation made though AAA. As advised by Hertz over email I called customer service to add my Rewards number to my reservation. They actually cancelled my original reservation, and made a new one and told me that it is policy that the rate does not change because of adding my rewards number. However, the price on the new reservation was higher (at that time it was $1500+ agent said that it shows up correctly on her end) and has gone even higher now ($2100+). I have tried emailing and calling and not getting anywhere I would like them to update the reservation (K82505126F0) to show the correct price of $******* in their system and at the desk at the rental counter as stated by your agents ( I was speaking to ****** Agent ID 8935 and her supervisor ***). This has been very frustrating and stressful, so I hope you can remedy this asap.Original reservation (K78837784B0): See AAA email confirmation and Hertz confirmation attached What You Pay At Counter ******* USD YOUR SELECTED CAR CLASS Edit Large SUV (Group T) FFAR (T) GMC Yukon or similar Details PAYMENT METHOD Pay Later DISCOUNTS CDP Name :AAA OF NO ***************** ,CDP RateYourRate has been discounted based on the Hertz CDPprovided,RQ:NPP BASE RATE 2 weeks at ****** USD ****** USD 4 extra days at ***** USD ****** USD INCLUDED ONE CHILD SEAT Unlimited Miles ******** TAXES ****** USD EXTRAS Child Seat No Price Available FEES Airport Concession Fee ****** USD Vehicle License Recovery Fee ***** USD Rate Code: AAW8 Total ******* USD
Business Response
Date: 04/29/2024
Complaint ID: ********
Res#: K82505126F0

A review of our records indicates the new reservation K82505126F0 was booked to include your Hertz Gold number. The rate does match the rate from your original reservation K78837784B0. The rate is $354.75 per week and $50.52 per extra day. The rates include a 6% discount.
Customer Answer
Date: 05/15/2024

Complaint: 21624593

I am rejecting this response because:

Hi, is it possible to open this case again? I unfortunately missed that Hertz responded and they did not answer the original question - that their agent #**** told me there is no change to the price or anything to the reservation for adding the hertz rewards number and now it shows up nearly 2x the price.
Business Response
Date: 05/15/2024
Complaint ID ********
Reservation ID ***********

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

I regret the inconvenience this matter has caused you. When adding a loyalty number to a reservation that has already been booked it does require a cancellation and a new reservation to be created. Hertz continually strives to remain competitive with our rates we offer. Our rates are based on availability of a booked reservation. Our rates are subject to change based on availability of rental and other governing factors. Hertz continually reviews our rates to remain competitive. We cannot honor a previous rate, as it is no longer in our systems and must honor the rate the customer reserved for. I recommend contacting our reservations team at ************ to confirm if there was an error found when booking your reservation,

I appreciate you allowing me the opportunity to address your concerns.
Customer Answer
Date: 05/17/2024

Complaint: 21624593

I am rejecting this response because:
When I called Hertz customer service to add my rewards number, I asked if everything else would stay the same on my reservation, especially the rate and was told yes, everything would stay the same , it is policy that adding the rewards number does not change anything else. I was not told beforehand that my reservation would be cancelled and rebooked and I would not have agreed to that had I been told. I was told this by both the agent and the supervisor. I have contracted the reservations team several times and they say they can't do anything about it and I should take my original reservation email to the counter and that they should match it. I tried to contact the counter at *************** over phone and can not reach them, so I am left to find out on Tuesday at the counter to see if they do as the reservations team promised me they would (i.e. match my original rate)
Sincerely,

*******************************
Initial Complaint
Date:04/25/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made a pre-paid reservation online to rent a car for the daily rate of $45.89. At the rental desk, the agent added a toll package, which I authorized, but he also surreptitiously changed my rental rate to $81.70/ day for the same vehicle. This was never agreed upon or disclosed by the agent, but because I clicked "OK" on a screen, Hertz claims it was authorized and within their right. This is clear predatory behavior, charging nearly 2X the amount, for the identical product, than what was advertised and agreed to. There is no reasonable reason I would ever have authorized a price increase at the counter. Instead, the agent took advantage of an opportunity to deceive a customer and increase the profit of ********************** through dishonest actions.
Business Response
Date: 05/15/2024
BBB Case 21624582
RR No: 105888090

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

I apologize for the incorrect rate being charged. I have corrected your billing to issue a refund of $129.73 to the card on file.Please allow up to 10 business days for the funds to post to your account.

Thank you for contacting us.
Initial Complaint
Date:04/25/2024
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.
Rental Agreement ********* I have contacted Hertz by telephone and email countless times resulting in the following cases being opened:Hertz ************* Case # ******************************* ************** Case ID: ************************************ I have provided all documentation referenced and uploaded in this dispute and they just stop replying in regards to crediting the amount which should have been billed and have not responded to a single follow up email for months. I am disputing the cost of 4 extra total days ($248) along with the late return fee ($36) along with the tax ($40.28) as that would be incorrect based on what the correct total would be. This would be a total of $324.28 in disputed amount. As explained when I opened the initial dispute, Hertz has erroneously charged me for a rental from Mon, 1/22/2024 - Fri, 2/2/2024. The time I actually had the vehicle was from ***, 1/22/2024 - Mon, 1/29/2024, and then I left the island of ****** and headed back home over ***** miles away across the ************* on an airplane with my family. Documented proof Ive uploaded:My initial Hertz reservation 1/22/2024 - 1/29/2024 My Airbnb reservation showing 1/22/2024 - 1/29/2024 My American Airlines reservation showing 1/22/2024 departure with 1/29/2024 return flight. My physical boarding pass showing the 1/29/2024 return flight from ***** ***** to ******* ******* My mobile boarding pass showing the 1/29/2024 return flight from ***** ***** to ******* ******* My American Airlines mileage statement showing that I was credited those miles for that exact flight Please follow up on my behalf.Hertz encourages Skip the line in advertisements for Hertz Gold Members and this seems like a deceptive business practice to dissuade you from receiving proof after your return to dispute cases like this. I figured this was a simple billing error, but after multiple cases with hertz and their non response after all proof provided, Im certain something is not right here.
Business Response
Date: 04/29/2024
Complaint ID: ********
RR#: 915747232

Please accept my apology for the billing error and the subsequent issues you have experienced while trying to resolve. I have corrected the charges and issued a refund of $291.99 to your credit card. Please allow up to 7 days for the refund to post to your account. Please also note per your attached rental agreement the total was based on an 8 day rental due to your return time on 01/29/24.
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.
Being billed for the service I reserved and utilized is all I ever asked for. I will hope that my next interaction with Hertz is much better, but I am grateful for your intervention to assist in resolving this dispute.

Sincerely,

*******************************
Initial Complaint
Date:04/25/2024
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 dealer's attention to detail is very concerning. We had to redo paperwork because their attention to detail is not acceptable. Paperwork was wrong. When picking it up ******* went to pick it up with his friend. ******* went straight into the dealership and his friend saw the car and went straight to the car. The car was not locked, which is important to the whole situation and lack of attention to detail. The friend opened the passenger back door with me on the facetime to find marijuana pipe and a lighter. The center console had a brown bag in it. **** said not to worry about it because it was the third party cleaners. My mom and my friend were having issues getting the key to work to open the back, they just assumed it was a trick to it. No big deal they thought.Two hours after picking it up they were in ******************** and they couldn't get the car to start for a while. They were having issues with locking it as well. They ended up bringing it to the closest Jeep dealer in *************, ******************* Jeep. That is where we found out Hertz gave us a car with a faulty key fob. Which explains why it wasn't locked and possibly why there was drugs in the car considering the area the location is in. We had to pay for a new key fob so we wouldn't get stranded. It cost us $295 to get a new one, not even five hours of having it in our possession. We called Geno on Saturday and said he will talk to his ** Monday when the ** is back. Monday I texted Geno to see where we were. HE had me email the receipt over to Geno so he could email it to Hertz Corporate for approval. Wednesday I heard nothing, texted Geno and found out it was his day off. Thursday Geno still hasn't heard anything. At this point I feel like they are just hoping I just go away. On Thursday I brought the Jeep into my mechanic to have it checked out to make sure nothing was wrong. Of course they found issues I also would like to know what the service contract that I spent $2000,
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, we have reached out to the sales team involved with this interaction & have advised them to reach out to you directly to further resolve this matter and have provided the following contact information below.

***********************
General Manager
O: ************
**************************************************
The Hertz Corporation
****************
SLC, UT 84115
Customer Answer
Date: 05/06/2024

Complaint: 21624367

I am rejecting this response because: Still have not contacted me like this response says it will. They just gave me a call but it was about paperwork they missed which they are just now realizing almost a month later....

Sincerely,

***********************
Business Response
Date: 06/05/2024
BBB Case Number: 21624367

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

I have followed up with the sales team and theyve indicated contact was made with you on 6/3 or 6/4 and reimbursement for the key was requested to be sent to the address you provided on 6/5.

Thank you for contacting us.
Initial Complaint
Date:04/25/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car through Hertz for a fixed price. I experienced her horrible customer service. ********************** put me in two different vehicles on two separate occasions with the car brake light and motor light came on within 30 minutes of receiving a vehicle every time I try to contact customer service they had no Urgency for my problems customer service could not answer any of my questions. I spoke with several customer services agents who was concerned about having a repaid car rental when I was able to modify my contract. The store manager on Courtland was even confused and said he saw never seen anything like this before.No supervisor has returned my call when I pay 1295 for a rental car. When trying to extend my rental hertz went from $251 a week to 460 a week when they had to give me another vehicle Because of 2 previous vehicles malfunctioning while my family and I was in the car.
Business Response
Date: 05/14/2024
Complaint ID ********
********************** Agreement Number 109263862

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

I regret the inconvenience this matter has caused you.

All our vehicles should be properly cleaned,serviced, and in good mechanical condition before being released for rental. We always want to provide quality vehicles to our customers and certainly appreciate your letting us know of your experience.

If a customer encounters difficulty, or is unhappy with the vehicle for any reason, while on rental, we ask that they contact the Hertz ************************** to arrange for repair or exchange of the vehicle. ************ is provided with as little inconvenience as possible to our customers. I am showing this ********************** was full utilized and driven over 1400 miles.

In accordance with the Terms and Conditions of the Signed Rental Agreement if any changes or alterations are made to the original contract the rates and cost are subject to change. This is including but not limited to extending a rental, returning early, or changing the return location. With the above in mind, I must respectfully decline your request for an adjustment, as it is not warranted.

Thank you for allowing me to address your concerns.

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Hertz is NOT a BBB Accredited Business.