Complaints

This profile includes complaints for Hertz's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hertz

  8501 Williams Rd Estero, FL 33928-3325

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  Hertz

  5405 Airport Service Rd Tampa, FL 33607-1419

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  Hertz

  4500 E Speedway Blvd Ste 40 Tucson, AZ 85712-5325

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  Eagle Automotive

  2223 Memorial Pkwy SW Huntsville, AL 35801-5621

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  Hertz

  Ontario International Airport Ontario, CA 91761

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: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 recently rented a vehicle from the Hertz ****************** location and when I was talking to the desk agent, he suggested that I get a vehicle upgrade. I asked for more information, including what the cost would be, and the desk agent started making entries in his computer and told me "don't worry about it, you've already paid for it" and wouldn't give me the cost. The receipt I received did not make clear that the upgrade was not included in the payment I had already made for the rental (which is what the desk agent had implied). If I had known the upgrade was going to be over $400, I never would have authorized it. On top of this deception, I did not materially receive an upgrade. The vehicle I received (a ****** Rogue), is in the same rate class as our original rental (B4). I have requested a refund for the upgrade costs, since I did not authorize the upgrade and I also did not actually receive an upgrade. The request was denied by Hertz.The Rental Record # is *********.

  Business Response

  Date: 04/30/2024

  Complaint ID: ********
  ********************** RR#: 107047754

  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 misunderstanding regarding the Vehicle Upgrade Fee billed on your rental. According to our records, a group B4 - Compact SUV was confirmed on the reservation.  At the time of rental a group Q5 - Midsize 2wd SUV  was accepted for an additional charge of $58.00 per day.  A copy of the signed rental agreement has been provided for your records. 

  Based on this information, a refund is not warranted as the contract was signed accepting the vehicle upgrade and itemized charges. However, as a one-time gesture of customer service, we have processed a refund of 1/2 of the Vehicle Upgrade Fee at this time. The refund of $203.00 was processed today and will show on your billing statement within 5-7 business days. Further adjustments are not warranted. 

  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:04/24/2024

  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.

  April 16th 2024 , Tuesday around 11:00am I have decided to rent a car through Hertz because they have a program to where a person can rent a car to do uber, it sounded like a good idea at the time, so I try out the program. When I got the there I was greeted customer service was good, however all the cars either had flat tires, the employee could figure out why the "flat tire signal kept coming on" , so after about a hour of searching for a car, we finally found one that did not have the flat tire signal on there. He told specifically to bring the car back if there was any trouble on the 4th day (which was Friday the flat tire light came on 7pm ) of course the rental place was closed and I could not use the car for those due the tire flat sign being on. I brought the car back on Monday only for them to tell me to go to fire stone, but I specifically told them that this has been like this for three days, I would like to just return the car, and they charged me for 7 days when the car was only operable for 4 out of the 7days. The gentlemen told me call Uber and I did once I did the Uber lady said that they must refund me for the days that I did not use the car and Hertz Rep said they cannot because of the contract, and I asked him let me see the contract and he told look online, and I looked at my rental and he was incorrect there is nothing on my contract that says anything about I will be charged for the full amount if i bring in a car that is not working correctly. Then had the nerve to charge my card again for another ****** dollars even after I turned in the rental. This is not right at all Rental Record # ********* Renter Location: **** W *********

  Business Response

  Date: 04/29/2024

  Complaint ID: ********
  ********************** RR#: 119543211

  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 difficulties encountered during your rental with Hertz Uber in **************. We have confirmed the charges billed for your rental were for the first week rental. A weekly rate is based on 5-7 days and our records show the vehicle was picked-up on 04/16/24 and returned on 04/22/24.  The weekly charges are valid. We have attached a copy of your initial rental contract and your final invoice for your review and record. There are no duplicated charges and we can confirm the total of $434.43 was billed. 

  If a customer encounters an issue with the vehicle provided, and it is outside of standard location operation times, they are encouraged to reach out to our ****************** Services (***) team for assistance. The *** phone number is listed on the front page of the rental contract and our representatives are available 24 hours, 7 days to offer their assistance. 

  With this in mind, a refund would not be warranted as there were no recorded issues with the vehicle and the charges are based on the rental and return dates. However, as a gesture of goodwill, we are issuing a credit of 2 rental days at this time. A refund of $124.12 was processed today and will take up to 5-7 business days to show on your billing statement. 

• Initial Complaint

  Date:04/23/2024

  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.

  Re: Rental Agreement # ********* Claim # ******** I was provided a beat-up, filthy rental car for a weeklong rental (3/5/24-3/12/34). The car was older and there seemed to be mold in the front interior. Nonetheless, I sucked it up and didn't complain. Aside from driving to and from the airport, the car was kept in a private garage by itself. There was no way that it was damaged while with me. When I returned it, the car was inspected, and I was told everything was good to go.Almost a month later, after I had already thrown away the paper receipts I had (since the car was returned and I was no longer liable for it), I received an email accusing me of having caused damage. This was followed up by a letter laying out $628.36 in charges I am told I owe. Still, I have received no indication of what damage I am accused of causing. I had already responded to the initial email accusing me of damaging the car with an explanation that: that must be a mistake, the car was garaged the entire time I had it, that the car was cleared on return inspection, and that the car was filthy when I got it (along with photos of the mold). Until this day, no one from Hertz has bothered to respond to the substance of my explanation, or to my question of why I was cleared on return if the car was returned with damage. In reviewing what I was provided, I see that the odometer reading Hertz has for the commencement of my rental was off by over 700 miles, indicating that I picked the car up with ****** miles, when I really picked it up at 49, 741 miles. ************ I have a photo of the odometer when I picked up the car. It seems that I am being blamed for damage done to the car prior to me checking it out, because Hertz failed to inspect the car and record its true condition prior to my rental. In other words, Hertz is adding insult to injury: not only did I get a beater of a car, but now I am being charged for it being a beater and for Hertz' poor records.

  Business Response

  Date: 05/09/2024

  Complaint ID: ********

  RR#: 987468366

   

  Upon receipt of your inquiry, we immediately reached out to our ***************** Offices for their further review and assistance. We have since received their response and confirmation that the damage claim is being closed at this time and you will not be held liable for the damage claim. With this in mind, you should not receive any further correspondence related to this matter. I sincerely apologize for any inconvenience caused and thank you for bringing this matter to our attention. 

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 21616916
  
  I am rejecting this response because:

  Although I have been provided with the assurance that Hertz will no longer be pursuing its illegitimate claim against me, what I have not been provided is any sort of acknowledgement that Hertz wronged me by trying to baselessly accuse me and shake me down. Normally, businesses show gratitude for their customers' business. In this case, ************************** falsely accused me without any proof at all, after checking in a car that I was told was fine, (2) refused to listen to my denial of that accusation when it was first made (again, 3 weeks after the car was checked in and I was told by Hertz' representative that it was fine), even though I provided a detailed account of why **********************' accusation was false, (3) then doubled down on its accusation, again without any proof of its accusation, or any acknowledgement or refutation of my denial, demanding several hundred dollars. There are so many things wrong with this. Moreover, I had explained to Hertz and showed proof that the car I was provided was in an awful condition; in other words, that the rental experience for which I had to deal with this headache was itself awful in the first place. Yet, I got no acknowledgement of that fact either. All I have been provided thus far are shakedown attempts followed by an assurance that I won't be shaken down anymore; as if that were a generous favor being provided to me by Hertz. I would like an acknowledgement that Hertz messed up, and I think a refund for the car rental would be a fair and genuine way to make that apology.

  Sincerely,

  ****************

  Business Response

  Date: 05/21/2024

  BBB Case 67534099
  RR No: 21616916
  
  This is a response to **** Trainer
  
  I apologize for the difficulties you encountered resulting from the damage claim. However, as the vehicle was utilized for the entire duration of the rental period, and the damage claim has been closed, no compensation is warranted and I must respectfully decline your request.
  
  Thank you for contacting us.

  Customer Answer

  Date: 05/22/2024

   
  Complaint: 21616916
  
  I am rejecting this response because: It disregards the fact that the rental experience I paid for is not what I received: instead of a clean car, I received a moldy one; instead of being done with the car when I dropped it off in the condition I received it in, I had to defend myself against a persistent false accusation and fraudulent attempts to shake me down. Had I known this was the rental experience I was signing up for, then I would not have rented the car and agreed to pay anything. Hertz's response basically states that it considers the rental experience I received to be what I agreed to pay for. 

  
  Sincerely,
  
  **** Trainer

• Initial Complaint

  Date:04/23/2024

  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 from Hertz at the *****************************, I don't remember the date I submitted the rental but it was for 4/19-4/22. When I landed in ******* the morning of 4/19, I had to wait in hertz rental line for well over an hour to be assisted by a customer service reps at the counter. After everything was finalized I had to go to another employee that was supposed to help me with the car. They told me to just pick a vehicle from the 5 star section and the keys are in it. I reserved an SUV, there were no suvs in the 5 star row. When i spoted another suv in the presidential circle I asked an employee and they said to take it. I got down to check out and they only checked the license plate, the **** and asked the mileage. It wasn't until I got out that I noticed the car was dirty and there were dents. We got to ***************** to the hotel and everything was fine. The next morning we went to meet family at the coffee shop and we're inside 15 minutes and came out to a completely flat tire sitting on the rim. I checked for a spare and there was no spare OR jack in the car. I had to call for a tow and they kept giving me the run around. They towed it back to ******* and we had no way of getting there with my sister being 33 weeks pregnant and having a 9 month old with us. We didn't even have the rental for 24 hours. I keep calling and getting hung up on by customer service. They tried saying we drove over 1000 miles which isn't true and charged me for the tow and a full tank of gas when we didn't even use a quarter tank. All of the customer service reps I have spoken too will not assist me or point me in the correct direction. We were left without a vehicle and my brother had to drive us Monday morning. I can't reach them to reimburse me for the remainder of my trip. I don't want to pay for the tow or gas. And they charged $257 for the deposit twice and it hasn't been returned. They wanted my niece to ride on our lap for that long unsafe highway drive.

  Business Response

  Date: 04/30/2024

  Complaint ID: ********
  ********************** RR#: 121188771
  

  This correspondence is being sent in response to a query made by *************************. Thank you for allowing us the opportunity to review your concerns. 

  We are very sorry to hear of the difficulties encountered during your rental when you experienced a flat tire. We have confirmed after your report to our ****************** Services (***) team on 04/20/24, the vehicle was towed.  A refund of the additional days was processed in the amount of $169.03 by our **************** team on 04/28/24. Though processed on this date, please allow up to 5-7 business days for the refunded amount to show on your billing statement. 

  As the flat tire was reported after the rental had been taking place for 24-hours and there were no reports of any issues with the vehicles tires during the pre-rental inspection, the flat tire was determined to have been caused during your rental. Additionally, we show that at the time of rent that Premium ****************** Services (P***) was not accepted or added to your rental contract. Therefore, the *** fees are considered valid and further adjustments not warranted. 

• Initial Complaint

  Date:04/23/2024

  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.

  Hello Please pull call from 3/23/24 at 4:49 pm central from my phone number ********** The rep refused to transfer to a supervisor and put herself on mute and sat on the phone in dead air instead of assisting me with my issue. This person needs to be coached or fired when I worked customer service dead air, leaving a caller on mute was grounds for termination I called on another phone and the 2nd rep stated she would have a supervisor call me When the first rep hear I had another person getting a supervisor she panicked after leaving me on mute for TEN MINUTES AND NOT RESPONDING TO ME she also continued to say it was fine and she was fine with me reporting her to corporate and not having a job IF SHE DOESN'T WANT HER JOB DONT LET HER HAVE IT SOMEONE NEEDS TO CALL ME IMMEDIATELY I dont know how to spell the reps name but according to *** her name is J Please also pull the call for *** who mumbled under her breath refused to help talked over me and would not listen to what I was saying What exactly are you teaching these reps because it isnt to respect your customers ***************************** **********

  Business Response

  Date: 05/09/2024

  Complaint ID: ********

   

  I sincerely apologize for the behavior of our representative. Please be assured the behavior you described is no more acceptable to us than it is to you. Your feedback was shared with the appropriate Hertz management to review and address internally. We understand this experience will have impacted on your faith in Hertz. However, we do want to assure you that its not in keeping with the service we are renowned for, and we hope to have the opportunity to serve you again soon. 

• Initial Complaint

  Date:04/23/2024

  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.

  My car door was hit in a parking lot by someone in a Hertz Rental car. They opened their passenger door fast and it hit my car door and left a ding. I have called Hertz to get the process of having them pay for my car repair at least 7 times and they keep telling me no one has been assigned to my claim. Its been 3 months with no calls from them. I'm afraid they will never process my claim. My claim number is ******** and they hit my car on 1/19/24.

  Business Response

  Date: 04/30/2024

  BBB Case # ********
  RR# or Res#:

  This is in response to ****************.
  
  Your claim is being handled by the Hertz liability group, ESIS. Your claim number is 1M01M01375836X.We can confirm an ESIS representative will be in touch with you.
  
  Thank you for contacting us. 

  
  

• Initial Complaint

  Date:04/23/2024

  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 from Hertz ********************* in ********** on 4/15/2024. I have been trying to get in touch with this franchise of Hertz, as i was told the Hertz company are not associated with the the franchise that somehow has their name and brand logo. In summary, i was charged for a full tank of refueling fee and my receipt shows that i returned the car in E, however, i only drove the car for 64 miles (stated on the receipt) and only used a quarter of the tank. I have been contacting this branch by email and by phone asking for a revised invoice, as what they charged me for was incorrect. I have had no response, i have reached out to the parent company and they told me only the branch can help me. I feel as if i have been scammed and no one is trying to help me resolve my issue! My rental agreement # is L65958594.

  Business Response

  Date: 04/29/2024

  BBB Case # ********
  RR# or Res#: ********************* is in response to *****************************.
  
  After review with our Charlston,** location a refund was processed for the fuel charge, and an updated invoice was emailed to you. We have also attached a copy of the invoice here for your records. We apologize for any misunderstanding.
  
  Thank you for contacting us. 
  

• Initial Complaint

  Date:04/23/2024

  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.

  In September of 2023, I rented a car from Hertzs ******, *******, location and paid all charges related to the rental. In December of 2023, however, my credit card was charged, and I received two additional invoices for fines and violations. The first one was listed as a traffic fine that was issued in *******, ******, and the second one was listed as a traffic violation that was issued in ******, *******. I immediately emailed Hertz customer support to explain to them that there is obviously no way we could receive traffic violations from those two places since we were never there. One location is in a completely different area of *******, and the other is in ***************. I received an email saying to wait another 3 to 5 days until they heard back from their ************** It is now April 2024 and every email received from them says to wait another three to five days. I called on April 9th and was told my case would be expedited, but after still not hearing from them on April 22nd, I called and was once again told to wait another 3 to 5 days. I dont understand why they feel they can charge a customers credit card additional charges without supplying evidence of the related charges. I have been trying to resolve this now for four months and told Hertz I am not waiting another 3 to 5 days. I notified them that I would be filing a complaint and contacting my credit card to have the charges reversed.

  Business Response

  Date: 04/26/2024

  BBB Case # ********
  RR# or Res#: ********************* is in response to ***************************.
  
  In review of our records, the fine and the admin fee billed are correct; however, as a goodwill gesture we have issued a refund in the amount of EUR ****** and EUR ***** to your **** card. Please allow 5-7 business days to post to your account.
  
  Thank you for contacting us. 
  

  Customer Answer

  Date: 04/26/2024

   
  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:04/23/2024

  Type:Billing 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 car and was told if I bought it back empty I would pay $1.72 litre so that is what I did but when I looked at my bill instead of $1.72 in fact I paid $2.80 a litre. They charged service charge of 1.00 a day plus tax of $54.52 Instead of paying $94.60 I paid $154.12 I have tried to contact the business but all I get is an automated message

  Customer Answer

  Date: 04/24/2024

   
  Better Business Bureau:
  
  This issue has been resolved
  I am withdrawing my complaint
  Thank you

• Initial Complaint

  Date:04/23/2024

  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.

  February 8th,2024 $677.40 I was charged form Hertz. I havent used their services since September 2023 when I was involved into a hit and run. I rented a car from them, and my insurance company paid off. I returned the car a day later which I was charged $60 but I never gave them Authorisation to keep using my card that fas on file for now reason.

  Business Response

  Date: 04/26/2024

  BBB Case # ********
  RR# or Res#: ******************* is in response to ***********************.
  
  Unfortunately, there were not enough specific details included in your inquiry.  We want to make a meaningful investigation but need more information to do so.  Please email us at *************************************************** and reference case number ********. Please include your full name, phone number, the amount of the charge, and a copy of the credit card statement showing the charge.
  
  Thank you for contacting us. 
  

  Customer Answer

  Date: 05/09/2024

   
  Complaint: 21614042
  
  I am rejecting this response because:
  
  
  My name is *********************** /phone number **********/, 
  And Im emailing you regarding to provide you more specific details over my case. 
  
  I used hertz services late September *********************** a car accident/hit and run/ my car my total loss. After my car insurance covered all expenses over the bill for the time of me using their car, the only thing I had to pay was a day late free for returning the car + the gas /$10 per gallon/ ridiculous/. 
  
  5 months later on February 8th I see a charge/transaction of $677.40 from Hertz. I have never give them autorotation for using my card on a file or I have used their services again. 
  Because of that I tried to dispute the charges from my bank but they were unable. 
  This is a lot of money and I really dont think is right to be paying this amount of money for no reason. I cant afford that. Im hoping if I can get the refund back. 
  Im attempting the photos, one is the charge and the other one is the letter from the dispute. 
  
  Let me know if you need anything else from me to help with this matter. 
  
  Thank you for your time. 

  Business Response

  Date: 05/13/2024

  BBB Case # ********
  RR# or Res#: ********************* is in response to ***********************.
  
  We can confirm we are in contact with you directly under Hertz case number ******** and will further assist under this case. We are researching why the charge of $677.40 was billed and will be in contact with you once we know more.
  
  Thank you for contacting us.