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:04/24/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented hertz auto from this airport location ********, pick-up on 04/12@ 2100 and prepaid to the 04/19 but the auto was returned on 04/14 @14:04 for the amount of ****** less two days which i am to receive the difference back of ****** + ***** and Uber from Rickenbacker of *****, which i showed the Hertz desk employee the receipt and they said stated that they would pay. What we are asking here is my difference of ****** minus two days rental plus the *****
Business Response
Date: 04/29/2024
Complaint ID: ********
********************** RR#: L62773502
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 regarding the billing of your rental. At the time of booking, a prepaid rate was selected. The booking source was required to accept the Prepaid Terms and Conditions before submitting the reservation. As advised in the Terms and Conditions, there are no credits or refunds for unused days.
In addition, there are no refunds for transportation to the location. We apologize for any inconvenience caused.
Initial Complaint
Date:04/24/2024
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.
Car rented in Feb. When returned we spoke to the attendant and made them aware of the key ring breaking and asked if there was anything else we needed to do. He said no and said we could leave multiple times only for us to be hit with a window repair fee. The report link never worked and took a month of active effort to get it sent to me only for it to be poorly documented with incorrect/assumed information and a low res ******* that does not actually show damage. Their billing **** also started an investigation with the rental location why the report was filled the way it was and why a billing adjustment AND a claim was filed which does not follow their SOP. I have not been made aware of the results even though the timeline is well past. Claims would only tell me the incident was closed on their end but not willing to define what that meant while other ****s would tell me it was still open. How helpful or willing or able to help or provide insight on this varied wildly depending on the rep I spoke to regardless of **** and resulted in a lot of inconsistent results and wasted time. The rental location did not pick up the phone and by extension did not provide clearer evidence or damages. I cannot commit more personal time to be bounced around a phone tree and be given non-answers and waiting periods. Errors in the attached report include a signature and signoff that I was not aware of, a date of incident they couldnt know, customer agreeing to damages, no incident notes, showing that I have no insurance, and "was the renter driving when damage occurred" is a guess.I do not contest the charges for the rental, key repair, or associated fees ($164.23 total), just the excessive charge for the windshield repair ($459.35).
Business Response
Date: 05/01/2024
Complaint ID: ********
********************** RR#: 967723805
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 concern caused to you regarding the damage charges billed on your recent rental. Upon receipt of your inquiry, we immediately reached out to our General Manager and our *************************** team for their review and assistance. After a thorough review, we have determined a credit is warranted. Therefore, we have issued a refund of $494.35 to the charge card originally billed. We are sincerely sorry this billing error occurred and want to assure you that appropriate management has been notified for their full review and corrective action where deemed necessary. As a gesture of concern for this billing error, we are applying a free rental day of points to your account at this time.
Customer Answer
Date: 05/07/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***************************
Initial Complaint
Date:04/24/2024
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.
Signed a contract on 3/14/24 to purchase 2019 ***** Equinox and have it shipped to my house in ************. Now they refuse to deliver it and have listed the car for sale again on their website! They said that the financing was "unwound" and they cannot proceed.
Business Response
Date: 05/01/2024
Complaint ID: ********
This correspondence is being sent in response to a query made by ***********************. Thank you for allowing us the opportunity to review your concerns.
Upon receipt of your concerns, we immediately notified our Corporate Car Sales team for their full review and assistance. Our Car Sales location manager in ************************************, has confirmed he has been in direct contact with you regarding this deal and that new documents were resigned.
Customer Answer
Date: 05/01/2024

Complaint: 21577112

I am rejecting this response because: While ****** from *********** has been working with me and we signed *2* more sets of contracts for a total of 3 sets of contracts, I still do not have delivery of the car. In fact, I still do not even have a delivery date! My complaint will not be resolved until Hertz honors the purchase agreement and delivers the car as originally agreed.

Sincerely,

***********************
Business Response
Date: 05/13/2024
BBB Complaint#********
This is in response to *********************
We appreciate you reaching back out to us and allowing us an opportunity to respond.
At this time this issued is being resolved by the Springfield Car Sales Manager ******. The delay was caused by the pre-approval being expired by time the deal went to funding, this resulted in the car being relisted as available for purchase. Hertz Car sales use dynamic pricing, so the car was relisted at a higher price and the vehicle was not delivered.
****** has been working with the back-end finance team of **** of America to get the same funding terms and is dedicated to the resolution of this issue and will remain in contact until this issue is resolved.
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:04/24/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a vehicle from Hertz and on the day the vehicle was due to be returned, it did not start. Their suggestion was for me to go buy a battery and install it myself. Then finally after back and fourth with road side assistance, they said I could order a Lyft and I would get a refund. This all occured Feb 20 2024. I have emailed them multiple times about my refund and have gotten no resolution or even the$50.00 credit that they promised for all the inconveniences. I requested to get reimbursed for the day I didn't use the car at all due to a faulty vehicle and they declined that. I want Hertz to refund me the Lyft that I paid, the credit they still have yet to mail out and the last day Feb 20 that I didn't use the vehicle at all.
Business Response
Date: 04/29/2024
Complaint ID ********
********************** Agreement Number 968326214

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

I regret the inconvenience this matter has caused you. After review of our records I have issued a refund for the $50.00 mentioned in your complaint as a goodwill gesture and $24.42 for the Lyft charge, in reference to the Lyft receipt I was able to obtain after review of our records. You will receive a refund in the total amount of $74.42. As this is a manual refund, please allow up to 14 business days to receive your refund.

Thank you for allowing me the opportunity to address your concerns.
Customer Answer
Date: 04/29/2024

Complaint: 21621400

I am rejecting this response because: since Feb 23 Hertz has been telling me that they have refunded me the Lyft amount to my discover card and that apparently they mailed me the ***** credit, today is April 29th, anf they have yet to do have done any of said things. It has been nothing but back and fourth emails and failed attempts from this company. So they are saying I have to wait another 14 days for my refund and credit on TOP of the other months of waiting?? Makes no sense.

Sincerely,

*****************************
Business Response
Date: 05/06/2024
BBB Complaint: 21621400
RA: 968326214
This is in response to *****************************.
I apologize for the inconvenience this has caused and the time it has taken to resolve this matter. Upon further research, I do see that a refund in the amount of $74.42 was processed in our system on 5/6/24. As stated In the previous response, we do advise a wait time of 14 business days as this was a manual refund on our end. Processing times between our system and the credit card system can vary. You should see this reflected on your statement balance soon.
Thank you for allowing me to assist.
Initial Complaint
Date:04/24/2024
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 was charged twice by the merchant have tried several times to get this rectified, but the company will not refund me unfortunately any questions please feel free to reach out to me via phone or email. Thank you so much for your help regarding this matter.
Business Response
Date: 04/26/2024
BBB Case 21621343

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

Please provide us with the 9-digit rental agreement number so we may further address your concerns.

We are looking forward reviewing this matter.
Customer Answer
Date: 04/29/2024
H11543895 rental record number
Customer Answer
Date: 05/01/2024

Complaint: 21621343

I am rejecting this response because:
Please see all attachments:
Business Response
Date: 05/03/2024
Complaint ID: ********
********************** RR#: H11543895
This correspondence is being sent in response to *****************.
Thank you for providing the requested information. We are sorry for any confusion caused regarding the billing of your rental. We show when the final invoice was generated, a enhanced cleaning fee of $400.00 was applied to your invoice due to the condition of the vehicle upon your return. Our records confirm you contacted our **************** team about this fee to which they provided a refund of the $400.00 fee on . However, after the credit was processed we received a dispute from your financial institution in the amount of $698.87. Since the $400.00 adjustment was already processed, an outstanding balance of $298.87 is due.
Customer Answer
Date: 05/03/2024

Complaint: 21621343

I am rejecting this response because:

Sincerely,

*****************. Read statement carefully Feb 4, my card was charged the $298.87 after the credit refund of $400.00. The credit card company has told yall several times that this was paid . The math is here in the statement. Thanks
Business Response
Date: 05/23/2024
BBB Case 22184132
RR No: H11543895

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

Upon my review with our collections team, I found that you had initiated a chargeback with your bank after the initial payment was made and as such the balance is correct and will not be closed until the payment is made.

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

Complaint: 21621343

I am rejecting this response because:

Sincerely,

*****************
Initial Complaint
Date:04/24/2024
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.
Overcharged for an additional day when I rented exactly seven days ...From March 29th to April 5 2024. Should have been charged 304.00.Rrservation nbr K8111940807 I was overcharged ***** and would like that amount to be refunded to my card.
Business Response
Date: 04/26/2024
BBB Case 21621007

Rental Agreement Number 110045390

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

After review of our records I have refunded the additional day bulled in the interest of customer service,please allow 5-7 business days to receive your refund of $78.96

We are looking forward reviewing this matter.
Customer Answer
Date: 04/29/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************************
Initial Complaint
Date:04/24/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car in ********* CA using a debit card. The car reeked of cigarettes. Hertz placed a $531 charge on my card at the time of the beginning of the rental. I kept the car 3 weeks. The second week Hertz charged my card $231 and the following week charged me $232. I returned the car on the day a that a new week charge would be due (if I planned to keep it another week). I returned it to *********** and they have an assembly line return systemI got no receipt. The next day Hertz charged my card again for the whole rental (3 weeks) and charged me for more than we agreed to (taxed me twice and added a fuel charge and charge for returning to another location). The fee for a new location should have been waived and I should have received a discount of $10 a week for the cigarette smoke (I was told this by the Hertz roadside agent when I called in to complain about the cigarette smoke). After Hertz charged my bank account for the whole amount my account went into a negative status. I have called Hertz and been told that they lifted the authorization holds and it is my banks fault that my account is negative. My bank says Hertz has not released the authorization holds. My bank account has been negative for 6 days now and that was all the money I had. I had to go borrow money from family to live on.
Business Response
Date: 04/29/2024
BBB Case # ********
RR# or Res#: ********************* is in response to *******************.

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 or you may return to the location for an exchange. We also recommend advising a representative before leaving the rental facility so we may provide you with another vehicle.

Per your signed rental agreement any changes to your contract can affect the charges, causing an increase in rate or added fees. We can confirm when you changed your drop location this increased your weekly rate and added a return change fee. As a customer service gesture, we have adjusted your weekly rate back to your reserved rate, refunded the Return Change fee,providing a refund in the amount of $134.99 to your Mastercard. Please allow 5-7 business days to post to your account.

Please know when you return and the contract is closed, any holds are released on our end at that time and then it will depend on your financial institution.

Thank you for contacting us.
Initial Complaint
Date:04/24/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car from Hertz in ******. I had a traffic violation.The rental number is ********* I received mails regarding the violation and was notified that I need to pay ****** CAD to Hertz for the traffic violation.I contacted Hertz US, and was told since the rental happened in ******, they cannot help me with the payments I contacted Hertz ******, and asked about the price difference (two mails were showing two different amounts). The person told me through email that he needed to look into it and would get back to me. The person never replied to **** don't live in ******, and I don't understand why can't I just pay Hertz through credit card. The next thing I know, I received a mail from TSI regarding this debt.However, this debt requires me to pay the full amount $****** in USD, which is almost 40% more than the original amount. The original amount is in CAD!I want Hertz either to contact TSI (the collection company they use) and provide the correct amount!Or they can provide me a way to pay with my Credit Card or eChecks. I don't have a *********** and remove me from the collection company
Business Response
Date: 05/13/2024
Complaint ID: ********
RR#: 923594276

I apologize for any misunderstanding. I have reached out to our Canada Violations team , they have advised the amount with TSI is $159.76 CAD and not USD. Please request documentation from TSI that shows the amount they show they are to collect so that we may share with our team.
Customer Answer
Date: 05/13/2024

Complaint: 21619710

I have attached the *** file I received. Please let me know if there is anything else needed to revise the number so I don't get over-charged.

Sincerely,

Mengchao ****
Initial Complaint
Date:04/24/2024
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.
Date of transaction: Aug. 7, 2024 The amount of money you paid business: We paid amount owed which was $106.42 What the business committed to provide you: Rental car What the nature of dispute is: Hertz says we owe $632.50 for damages but there was no damage Whether or not the business has tried to resolve the problem:Account/order/tracking number: acct. #: ********
Business Response
Date: 04/26/2024
Complaint id ********

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

I have reached out to our Damage Claims team and asked that contact you regarding this matter.

Thank you for contacting us.
Initial Complaint
Date:04/24/2024
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 the rental through *********** and was charge upon booking, email confirmation attached. A few days after returning the vehicle I received an email receipt for $139.69 and a credit card charge for the same amount, both attached. I reached out to Hertz multiple times regarding the charges. They sent me another receipt and email (both attached) stating they did not charge me anything extra but the charge clearly shows on my credit card and they refuse to refund me the money or explain what the charges are even for.
Business Response
Date: 04/29/2024
BBB Complaint ID: ********
RA: L38854712
This is in response to *******************************.
Thank you for contacting us regarding this matter. I do see where you were charged $139.69 by the rental location. As this was a mistaken charge, it was reversed by the location, and is not owed. With this being an international rental, it may take 7-10 business days for this charge to drop off your credit card statement. Please rest assured that you do not having any outstanding balances with Hertz.
I appreciate the opportunity to assist in this matter.
Customer Answer
Date: 04/30/2024

Complaint: 21618293

I am rejecting this response because: I did not receive a refund. Attached is a copy of my credit card search for Hertz transactions. It clearly shows the charge on March 15th with no refunds or anything pedning.

Sincerely,

*******************************
Business Response
Date: 05/13/2024
BBB Complaint#********
RR# L38854712
This is in response to *******************************
We appreciate you reaching out and allowing us the opportunity to address your concern.
I regret any inconvenience in regard to the billing dispute. After reviewing our records and your supporting documentation I can confirm that the refund has been applied. Attached to this correspondence is a copy of the receipt.

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Hertz is NOT a BBB Accredited Business.