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

7,216 total complaints in the last 3 years.
2,143 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:04/18/2024
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.
On 3/24/24 I rented a vehicle from ********************* Hertz and was told the cost would be $388.62.On 3/29/24, I returned the vehicle in pristine condition with the gas tank full. Upon returning the vehicle, a man met me in the parking lot and was told he would take care of the check-in process. He did not do any checks of the vehicle with me present. I received a total estimated charge of $388.62 at that time.Several days later I checked my credit card statement and was billed $788.62. I was able to print a copy of the rental agreement and saw that a $400 charge for "outside washing" was applied to my bill.I contacted Hertz on 4/10 and was told that the reason for the charge was a "smell of smoke" in the vehicle, who then sent my complaint to the manager in ******* They responded and told me the charge was from a "smell of smoke". I have since responded to them that I AM NOT A SMOKER and I want this charge removed. The vehicle did not smell like smoke when we rented it and NO ONE has smoked in it. SOMEONE is trying to get some fast cash from these unwarranted charges. I have not received a response from Hertz I have attached all copies of documents that I have. Thank you for your time
Business Response
Date: 04/26/2024
Complaint ID: ********
********************** RR#: 107231810
This correspondence is being sent in response to a query made by *********************************. Thank you for allowing us the opportunity to review your concerns.
We apologize for any frustration caused by the additional billing on your rental in ************** Hertz vehicles are serviced and cleaned before being assigned to customers. Customers should return the vehicle in the same condition as rented. We completely understand a customer may not wash/vacuum the vehicle prior to return to remove normal road grime, etc. However, smoke odors/ash and other similar impurities require more time and detail to remove.
As stated in the Terms and Conditions, if the vehicle requires more than Hertz's standard cleaning on its return, Hertz may charge the customer for the actual costs incurred to have the vehicle cleaned. The charges for this rental have been reviewed and are correct. Our location General Manager has confirmed at the time of return, your vehicle was returned with a strong smoke odor which required the vehicle to be held for enhanced detailing.
Initial Complaint
Date:04/18/2024
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 made a car rental reservation on Hertz.com, Reservation #K8043891447 and was quoted a price of $384.80 for the car rental. I was billed $845.89 for the car rental. I have tried to reach out to Hertz multiple times for resolution, they have not responded with any reasoning as to why the billed amount is different than the reservation.
Business Response
Date: 04/26/2024
Complaint ID: ********
********************** RR#: F47865414
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 misunderstanding regarding the charges billed for your recent Hertz rental in *********************. This Hertz location is an independently owned and operated licensee franchise location. The licensee owner processes their own billing and invoicing; therefore, your concerns were forwarded to their office for further review and assistance. We have received their response and they have advised that the billing of your rental is correct, a copy of your rental contract has been attached for your review and record.
Initial Complaint
Date:04/18/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been renting from Dollar for the last few weeks. I pay ahead of time and have come in when the car was due. I was told that I dont need to come in and can just rent online. However, when I rent the car online, Dollar will report the car as overdue and charge me fees. I spoke to billing and theyre telling me that I have to extend the car instead of completing new reservations. This is only because they want to charge me more. Its a completely different rate for the same car when you extend rather than choose a new rental agreement and he admitted it is. I have already paid for the car for two weeks which I have receipts for and Dollar has charged my credit card for the same weeks double billing me. This is just a ploy to get more money out of people and its really sad.
Business Response
Date: 05/03/2024
BBB Case # ********
RR# or Res#: ************ is in response to ******************************.

When renting and you are keeping the same vehicle you would need to extend the same contract you are on. If you are wanting to book a new reservation you will need to return the vehicle,close the contract, and open a new contract with the new reservation. If you are still on rent, please reach out to your renting location for assistance. If you have returned and need assistance with a billing issue, please email us at *************************************************** with your name, rental agreement number, and details of your concerns.

Thank you for contacting us.
Customer Answer
Date: 05/14/2024

Complaint: 21592095

I am rejecting this response because: They could have reached out to me via their email or phone number as I have been reaching out to them for weeks. I will follow up with them and notify you if they actually respond.

Sincerely,

******************************
Business Response
Date: 05/16/2024
BBB Case # ********
RR# or Res#:

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

Please contact our ********************* at ************ for assistance with extending a rental.

Thank you.
Customer Answer
Date: 05/20/2024

Complaint: 21592095

I am rejecting this response because:
I have reached out to them again and they have received the email as well as assigned a case number a week ago. I still havent received a call from anyone and I still have not received a refund although I was charged twice.

Sincerely,

******************************
Customer Answer
Date: 05/26/2024
I have reached out to Dollar as well as Hertz and have not received a response. If they fail to refund my money after charging me twice for a rental car, then I will be filing a lawsuit against them. This is formal notice.
Initial Complaint
Date:04/17/2024
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.
Rental Record # ********* Rented *** for 4 days picking up and returning at ***************. Drove to ******. 24 hours after picking up *** (while in ******), vehicle experienced electronic failure of instrument cluster. *** was unsafe to drive. Contacted Hertz and agreed to have them retrieve *** which they did in a few hours. Received email from Hertz customer service acknowledging problem and said they would move forward with cancelling contract.Later in week, received an email invoice charging me for 5 days of rental and a $320 inter-city transfer charge. I had the vehicle for 1 day before failure. Hertz thinks I had possession of the *** for 5 days when they retrieved it after one. Then, they charged me a $320 inter-city transfer fee because Hertz towed the vehicle to the **************. My contract was to return the *** to *******. The Hertz *** failed and Hertz towed the *** to the **************. Not my problem. Not my fault. I owe nothing for their decision to take *** to ***************I estimate (using info from Hertz quotes) I owe $117.51 (detail attached)Have received no help from Hertz customer service.Reservation detail, invoice, customer service email, more detailed timeline and my estimate of what I should pay are attached.
Business Response
Date: 04/24/2024
BBB Complaint# ********
RR# *********

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

Thank you for taking the time to bring your concerns to our attention.

Please accept my deepest apologies on behalf of the Hertz Executive team for the inconvenience you experienced with this vehicle. All vehicles should be properly cleaned and in good mechanical condition before being released for rental. Please rest assured, that your concerns have been shared with the appropriate management team for an internal review and any corrective action necessary. Thank You for reaching out.
After complete review of our records and your supporting documents I see that a initial refund of $576.10 was provided, after further review and consideration, I credited the remaining balance of ******. Please allow 3-5 business day for processing
Thank you for reaching out.
Initial Complaint
Date:04/17/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car on 4/10/2024 Hertz rental agreement ********* the vehicle 2023 Altima had an expired inspection sticker (expired 11/2023 after getting pulled over by the police I was told not to drive the car, I was unable to utilize the vehicle during the rental period and returned it on the day required 4/13/2024
Business Response
Date: 04/24/2024
BBB Complaint# ********
RR# *********

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

Thank you for taking the time to bring your concerns to our attention.

Please accept my deepest apologies on behalf of the Hertz team for any inconvenience or frustration you may have experienced. I can confirm that vehicle was utilized during the rental period based on the use of 207 miles.

While we are sympathetic to your concerns, we are unable to accommodate any refund requests at this time please be assured that we take your feedback seriously and are continuously working to improve our services. As a gesture of goodwill, I have added 1000 points to your loyalty account.

Thank You for reaching out.

Customer Answer
Date: 04/25/2024

Complaint: 21588418

I am rejecting this response because:
Although i did have the vehicle in my possession for the full three days, I was over 100 miles away from the rental location, I was unable to use the vehicle during my rental time and returned the car at the original location which was also over 100 miles away. Therefore I was unable to use the car as I originally needed it for. At least i should be reimbursed for one rental day.

Sincerely,

*************************
Business Response
Date: 04/29/2024
BBB Complaint# ********
RR# *********

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

In the interest of customer service I have issued a refund for 1-day of your rental. Please allow 5-7 business days to receive your refund of $77.81.

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

Better Business Bureau:

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

Sincerely,

*************************
Initial Complaint
Date:04/17/2024
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 Record# ********* Roadside case# ********** On April 12th, front right tire lost air. Vehicle rented did not contain a spare tire, so Hertz Roadside Assistance chose to tow vehicle two hours away to *******, *******. Hertz has confirmed multiple times that the vehicle is in their possession, however has not "checked-in" the vehicle. Have had loss of use of vehicle for five days due to a simple, common issue that should have been resolvable at roadside. Further, despite rental being covered by a loss damage waiver, Hertz has yet to issue a replacement vehicle due to the car not being checked in. Finally, Hertz has contacted me to inform their plan to renew the rental agreement on the vehicle for another week at a higher rate and removing the *** on tomorrow, 4/18/2024, despite the vehicle being in Hertz possession. Have been unable to reach a human who can remediate despite dozens of phone calls.
Business Response
Date: 04/24/2024
BBB Complaint# ********
RR# *********

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

Thank you for taking the time to bring your concerns to our attention.

Please accept my deepest apologies on behalf of the Hertz team for any inconvenience or frustration you may have experienced.

Our records confirm that the rental contract has been closed and a refund has been processed in the amount of $335.45 on April 8th, 2024, for the unused rental days due to the vehicle being towed. Please allow 3-5 days for processing. Our records indicates that the Loss Damage Waiver was accepted which covers any damage done to the vehicle. However, the Premium ************************** was declined at the time of rental. I have attached a copy of the signed rental agreement for your records. At this time, we respectfully decline your refund request for towing expenses.

Thank You for reaching out.
Customer Answer
Date: 05/04/2024

Complaint: 21588105

I am rejecting this response because:
- From ********************************************************************************************************
"Is a loss damage waiver worth it?
Yes, a loss damage waiver has the potential to save you both time and money if an accident were to occur during your rental.
Without a loss damage waiver, in most states, the renter will be responsible for any loss or damage to the car, even if the damage is not your fault. If the unexpected happens, the full value of the car, towing, storage, impound expenses, loss of use and other charges may leave you out of pocket if you are not protected with a LDW."
Hertz provided a vehicle without a spare tire, and therefore unable to be serviced at roadside.
Hertz was unable to identify a local eligible vendor and provide payment voucher to repair tire.
Hertz made the decision to tow the vehicle to a Hertz facility 90 miles away for service.
Throughout incident, Hertz never represented a cost to towing, and in multiple phone calls Hertz ************* stated towing charge would be covered by LDW. To date, no invoice or receipt has been provided itemizing these towing charges.

Sincerely,

***************************
Business Response
Date: 05/10/2024
Complaint ID: ********
********************** RR#: 116646806
This correspondence is being sent in response to ***************************.
While we understand our previous response was not the desired outcome, we must advise that our decision and response remain unchanged. Further adjustments are not warranted at this time as outlined in our previous response. The remaining charges are valid. We hope you will respect our position on this matter as we consider it having been fully addressed and this matter closed. Further requests to revisit this matter will not be considered.
Initial Complaint
Date:04/17/2024
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.
Hertz rented me an electric car that was "recalled" due to bad batteries. It was an 2023 EV6 which was recalled. The car broke down due to the recall problem on the roadside. We had roadside assistance added, they said they were dispatching a tow truck, it never showed up. On the side on the I-25 all night, the police eventually towed the car away. Hertz said the next day they's dispatch a tow, again, it never showed up. The following morning (day 3), I personally paid $364.88 to get the car out of impound, and filled up the electric charge at every station along the way back as the car didn't hold the charge (the recall reason), it took over 24 hours to get back 188 miles. Our roadside assistance case No. is **********, and corporate complaint case No. is ********. Hertz offered me a $25.00 credit, not a refund for the cost of the rental, or the cost to get the vehicle out of impounded, and nothing for the three nights of h*** as they left us stranded, nor will they refund electric charges required because car battery was faulty.
Business Response
Date: 05/03/2024
BBB Complaint: 21587576
RA: 111951770
This is in response to *************************.
I appreciate the opportunity to address these concerns. I do apologize for any inconvenience this has caused you. Upon further investigation into this matter, I do see that you have been in contact with our customer service department concerning this rental. A partial refund of $226.63 was issued for this.
Thank you for allowing me to assist in this matter.
Customer Answer
Date: 05/03/2024

Complaint: 21587576

I am rejecting this response because the cost of the bad rental, plus towing, and impound fees I had to pay was almost $800, plus I was stranded for 3 days, and had to pay excessive charging fees due to the nature of the recall on the car HERTZ rented to me just to get it returned. A partial refund of $226 is not al all acceptable, a full refund plus the cost of the impound and tow fee incurred from the 3rd party should all be refunded, not just $226. The vehicle was rented to get to a specific location, that location could not be reached because the car broke down for the same reason it was recalled, fault integrated charging unit (see attached). When HERTZ rents a vehicle that was recalled, and problems arise, the cost should be paid by HERTZ, not the consumer who rented the recalled vehicle from HERTZ. HERTZ should be aware of what cars are recalled, and NOT rent them out; if they do and a person becomes stranded as result, the customer should be compensated. I would like a full refund, plus the cost of the impound towing fees (the receipt of which is attached), and some consideration for 3 days of being stranded. An actual apology for renting me a recalled car and putting me through 3 days of h*** would be nice as well.

Sincerely,

*************************
Business Response
Date: 05/15/2024
Complaint ID: ********
********************** RR#: 111951770
This correspondence is being sent in response to *************************.
While we understand our previous response was not the desired outcome, we must advise that our decision and response remain unchanged. After reviewing this matter, we can confirm our branch did not knowingly rent a vehicle with an active recall. The vehicle recall was sent to dealerships on 04/29/24 which was after your rental took place, which was between 04/02/24 - 04/06/24. Please be assured we take customer safety seriously and that is why we perform a thorough 35-point inspection on our vehicles in a pre-rental state. Additionally, our Area and Maintenance Managers keep up-to-date with any recalls on our vehicle fleet. With this in mind, we show a credit of 1/2 of your rental charges was provided as a gesture of concern for the inconvenience caused. Further credits are not warranted at this time. We hope you will respect our position on this matter as we consider it having been fully addressed and this matter closed. Further requests to revisit this matter will not be considered.
Customer Answer
Date: 05/15/2024

Complaint: 21587576

I am rejecting this response because company claims that in May of 2024, the recall was not underway yet, which was when the vehicle was rented. I had already, and once again attached an article from April 22, 2024 which states "April 22, 2024 Kia *** vehicles are recalled because the integrated charging control units (ICCUs) may stop charging the 12-volt batteries and lead to stalled vehicles." [see: ************************************************************************************************]
The vehicle had already been recalled, Hertz either is just lying, or or not informed, either way the car they rented was in fact recalled for the exact reson it broke down, and for that reason I should not be responsible for charges related to a faulty vehicle. It in only the negligence of Hertz if they do no make themselves aware by keeping up with recalled vehicles in their fleet that they rent to people. This rental put our lives at significant risk, that Hertz would respond as they have just goes to show the public that Hertz cres nothing for putting their clients at risk, and only about keeping ill-gotten gains.

Sincerely,

*************************
Initial Complaint
Date:04/17/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car through expedia, #k7632555747. Pick up Feb. 26-March 1. After the car was returned I got a notice on March 5th that there was damage. I was sent 3 poor quality pictures but am unable to determine where the damage was on the vehicle. I bought ************* through expedia. I was given a claim #********. I asked multiple times where the damage was but no one responded. I have asked for someone to call me but no calls. I contacted ************* and the gave me a claim number of UC8114658380. They were contacting Hertz to get all information necessary. Last week my claim with *** was denied because Hertz didn't send them the necessary information. So Hertz is wanting $897.16 for unknown damage when I purchased insurance for this very reason!I contacted Hertz again and said I was going to contact you if they weren't going to work with the insurance company. In turn they sent me a phone number to call to "discuss" the claim *************) and they had no idea what I was talking about! I have no idea where to turn with this!
Business Response
Date: 05/02/2024
BBB Complaint: 21587386
RA: 982829002
This is in response to *****************************. Thank you for contacting us regarding this matter.
I apologize for any inconvenience this has caused you. Upon learning of this issue, we immediately contacted our ************************* They have let us know that they will be closing this claim,and you will no longer be responsible for any damages. I do apologize for the lack of customer service you have received regarding this issue.
Thank you for allowing me to assist in this matter.
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:04/17/2024
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.
Just returned rental from an insurance claim. Then I find a ****** fee I was charged. I check to see a $400 outside washing charge! They gave everyone dirty cars to begin with. Refuse to send the photos from beginning of rental. I had also witnessed another customer renting a vehicle come back in to complain that the vehicle they had just given her was dirty, the gentleman just waved her away as another female employee stressed that they can't be giving out dirty vehicles. Not one of these vehicles given out are cleaned prior to rental, yet they are charging $400 for a washing!!!!!This is an unacceptable policy and a scam to rip off consumers! They are using "contracts" against consumers without holding themselves accountable for not fulfilling their part in the contract, simply because they can due to their consumers not having the means to fight back! All we can afford to do is write bad reviews.
Business Response
Date: 04/23/2024
BBB Case #: 21571330
RR# or Res#: ********************* is in response to *******************************.

In review of our records, the vehicle was checked with our maintenance team, and we were able to confirm the vehicle was pulled from service, detailed, and a smoking treatment done due to the smell. You were billed $400.00 cleaning fee. As stated in the Terms and conditions, if the vehicle requires more than Hertzs standard cleaning on its return, Hertz may charge the customer the actual costs incurred to have the vehicle cleaned. The charges for this rental have been reviewed and are correct.

Thank you for contacting us.
Initial Complaint
Date:04/17/2024
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 from Hertz to be used during my stay in *****. Booking was for March 26-April 29.Booking #: K6113593070 I prepaid $3401.66, and another $767.29 at the time of the rental.My husband had a serious health problem soon after our arrival, and after a week, we were advised to return to the US for treatment. We changed our airplane tickets, and notified Hertz that we would be returning the car early. We returned the car on April 11. The ticket agent in ******, ******, told us that we do not qualify for a refund, (even after I showed him the emergency room paperwork from the hospital in *********) but might be able to return part of the insurance ($241.)Yesterday, from our home in ********, I called the Hertz Customer Assistance number. After a very long discussion I was told that they could return $400.This does not seem to be a fair outcome. Even the airline accepted my medical reason for returning early. I can't believe that this is Hertz policy. I paid for 36 days driving the rental car, and used only 16. Hertz owes me substantially more than $400.
Business Response
Date: 04/23/2024
Complaint ID: ********
RR#: 347699472

A review of our records indicates you were provided an adjusted rate based on the encompassed dates. You prepaid for 34 days but returned at 16 days. The rate provided was the best rate available based on the new rental dates. An additional adjustment is not warranted.

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Hertz is NOT a BBB Accredited Business.