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

7,205 total complaints in the last 3 years.
2,140 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:04/12/2024
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.
We were charged an additional ****** after paying 400 for the rental car. I contacted customer service and they refused to help me. They stated we signed a contract. Nobody informed us of these charges. This is bait and switch. They have not been helpful and refuse to address the issue
Business Response
Date: 04/17/2024
BBB Case #: 21570232
RR# or Res#: *************************** is in response to *************************.

Per the signed rental agreement, you accepted and signed for the Loss Damage Waiver (LDW), the ******************* Supplement (LIS), the Premium ************************** (PERS), and the Fuel Purchase option (FPO). The charges are correct, and no refund is warranted. I have attached a copy of the signed rental agreement for your records.

Thank you for contacting us.
Customer Answer
Date: 04/18/2024

Complaint: 21570232

I am rejecting this response because:

Sincerely,

*************************
Initial Complaint
Date:04/12/2024
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 DO NOT AGREE TO PAY AN ALL INCLUSIVE WEEK TOLL FEE BECAUSE I ONLY USED ONE TOLL ON JANUARY 17. I WOULD LIKE TO PAY PER TOLL CHARGE.
Business Response
Date: 04/18/2024
BBB Case #: 21569593
RR# or Res#: ********************* is in response to ***************************.

I can confirm Platepass processed an adjustment of $118.77 and you were billed the $9.99 Administrative fee per usage day plus the cost of tolls. You may visit Platepss.com to verify the adjustment and I have also included a copy of the Platepass invoice for your records. I apologize for any misunderstanding.

Thank you for contacting us.
Customer Answer
Date: 04/19/2024

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:04/12/2024
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.
RR963870040 RESK75929266B8 I signed Hertz Business Rewards and received email saying I had certificates to redeem. Around 13 certificates was showing to be redeemed before April and I did but never received anything. I called hertz they said I got ask at counter, yesterday I went to close my contract and they couldnt help saying I had to call back hertz and now hertz sent a message saying they mailed the certificates which I never received and hertz just can send again if post office mail back. I asked for tracking number and ***************************** Business Rewards Account Representative P: ************ said there is nothing she can do. I told her I would report to bbb. Attached all coupons and my closed car rental contract done yesterday. I never received any certificate since the first one I redeemed!!! It says 13 free days certificates and my last attached receipt shows usd ******* NO CERTIFICATE AT ALL APPLIED!
Business Response
Date: 04/29/2024
Complaint ID: ********
********************** RR#: 963870040
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 or confusion caused regarding your Business Rewards Certificates. Our Business Rewards Team has advised that once you made contact with their offices on April 12 regarding your business Rewards Certificates, their offices followed up with our third party partners that handles rewards for the Hertz Business Rewards Program. Our review confirms that the company redeemed 8 certificates in February and those were mailed out to the address listed on the account in March and 8 certificates were redeemed in April that will be mailed in May.
Once the certificates are redeemed through the portal, the physical certificates are mailed to the address on file. Once received, the certificates will need to be applied to your reservation via ** code before arriving to the rental counter and once at the rental counter, you must provide the physical certificates. Upon reviewing your reservation, we do not show the ** code for the certificates was entered. In addition, the dates of your rental were for February 07 - February 14, which is before the received as outlined above.
Customer Answer
Date: 05/02/2024

Complaint: 21569041

I am rejecting this response because what is the tracking number?

Sincerely,

*****************************
Business Response
Date: 05/07/2024
BBB Case 21569041
RR No: 963870040

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

There is no tracking number as no additional certificates have been issued. I apologize for the confusion.

Thank you for contacting us.
Initial Complaint
Date:04/12/2024
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.
Rented 2-17-24. Confirmation number *********. I rented though AMEX -GOLD PLUS Hertz Membership, where you are entitled to go to a given isle in the Hertz garage and choose a vehicle. I rented at the counter. The employee DID NOT tell me the did not have any cars available in the Class of Vehicle I rented. He just sent me to the garage and told me which Isle to choose my vehicle from. I waited ***** minutes for a vehicle to arrive, and returned to the counter and was told they did not have cars, due to the holiday weekend. He told me to go back to the garage and wait. After waiting in the garage with 4 other families, I returned to the counter (same gentlemen). He then told me he could down grade me to another vehicle. I of course agreed. I had to get to a funereal and / *****. He rented me an electric car. I have never driven an electric car prior. I took the car and tired to head to my destination. However the battery WAS NOT CHARGED!. I had approximately 58 miles of driving.. which depended on how many people were in the car and luggage. With 4 people and luggage, there was absolutely no way we could get anywhere near our destination on the battery charge. I called Hertz to complain, and they did not have a vehicle I could exchange for. I was told the did not have cars available due to the holiday weekend (Presidents Weekend). We dropped the Hertz car off at the ******************* and we took an UBER both ways to the funeral/*****. I was told when I returned the vehicle to complain via the Hertz App I was unable to use the vehicle as intended do to the lack of a charged battery. HERTZ, FRAUDULENTLY billed me $25.00 for returning the vehicle without charging it. I would like a full refund.
Business Response
Date: 04/22/2024
Complaint ID: ********
********************** RR#: 968397220
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 or inconvenience caused to you regarding the vehicle class provided at the time of rental. Our records show you booked a Class A6 - Managers Special at the time of reservation. Booking this car class will have a special set 'low' rate. The renting location Manager will advise and issue whatever car class/model (compact or higher) they have available which includes Electric Vehicles (**). No vehicle preferences are permitted when booking this class. If a specific number of passengers or specific amount of room is needed, customers are advised to book the vehicle class suitable for their travel needs.
Additionally, the guaranteed vehicle upgrade or ultimate choice option is available only when booking a ***************** or higher. While I understand this has caused a disruption to your travel plans, we show the location provided a vehicle for your reservation within their available fleet. Our records show our **************** team provided a refund of the ** Charging Fees for $25.00, we are pleased to see they were able to provide this assistance. Rest assured, your concerns have been shared with appropriate management; however, further adjustments are not warranted on your invoice.
However, as a gesture of concern, we have applied a free rental day of points to your account in the amount of 950 points. This information is available to you immediately by logging into your account via the ********************** website or mobile app.
Customer Answer
Date: 04/22/2024

Complaint: 21568918

I am rejecting this response because:

Sincerely,

***************************
Initial Complaint
Date:04/12/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car from them which was returned without damages. They took over 10k from my account for a month **********************. I been calling and emailing to reach them. No one contacted me back yet. Also Im out the country and was forced to put a block on my card and now Im in a situation with no money out the country
Business Response
Date: 04/19/2024
Complaint ID: ********
********************** RR#: 963680336
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 caused regarding the charges billed for your rental. Our records show you entered into a rental contract with Hertz at the ************************* on 02/08/24 at which time the agreed upon return date of 02/10/24 was established. We also show at the time of rent, you accepted the Loss Damage Waiver (LDW), ******************* Supplement (LIS) and **************** services (PERS).
Though the rental was due back on 02/10/24 to the ************************* location, we show you kept the vehicle beyond the due date returning on 03/26/24 to a Hertz location in ********. Due to the change in return location, as well as the duration of your rental, the charges billed are for the full 47 rental days plus 47 days of the optional services accepted at the time of rent.
Based on this information, the charges billed are valid and a refund not warranted.
Customer Answer
Date: 04/30/2024

Complaint: 21568519

I am rejecting this response because:

Sincerely,

*****************************
Initial Complaint
Date:04/12/2024
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 was renting a ****** Corolla from Mar 30 to Apr 1st. It was scheduled to be picked up at 11AM so I had time to get to the AirBnB I was staying at on time, which had a late check-in fee. When I arrived at 10:45 I was told the car was not ready for pickup and would not be ready until noon. Upon asking, they told me they had no other cars to rent and that I would have to wait. Once the car was ready, I was finishing up the paperwork and was asked if I would like to prepay for the fuel, which she explained meant I would pay for the fuel in the tank and that I could return the car at any fuel level. I was NOT verbally informed that the cost of this would be almost 3x the cost of gas or that I would be charged depending on the level of fuel I returned the car with. I was asked to sign the paperwork, which I did without looking over entirely because I was in a rush to avoid the late check-in charge which I WAS incurred by the AirBnB host due to Hertz' mistake. I returned the car a few days later and once home I realized the exorbitant price of this service. The next day I called the location and was told the manager would call me back to resolve the issue. They never called me. A few days later I called again, and while explaining the situation was cut off and put on hold, where I was left for over 2 hours until the location closed for the weekend. I called again once they reopened, and was told again that the manager would call me. I asked when he would be in so I could call then and was told they do not know his schedule and could not give me an answer. I waited a few days, still heard nothing. So I called the corporate number ************* and the man on the phone was no help at all. For a rental car place to sneak in extra charges after making me rush, make me call multiple times to multiple different unhelpful employees, and then refuse to do anything to remedy the situation is absolutely ridiculous. Needless to say, I will NOT be renting from Hertz again.
Business Response
Date: 04/22/2024
Complaint ID: ********
********************** RR#: 929052946
This correspondence is being sent in response to a query made by *******************************. Thank you for allowing us the opportunity to review your concerns.
We regret any misunderstanding regarding the refueling charge on this rental. Hertz vehicles are generally rented with a full tank of fuel. Customers are asked to return the vehicle full, or they may accept the Fuel Purchase Option (FPO). This option allows the customer to purchase the full tank of fuel at the time of rental at a per gallon rate comparable to, or less than, local fuel rates. If FPO is not selected at the time of rental and the vehicle is returned with less than a full tank, Hertz will apply the Fuel and Service Charge noted on the rental record. The charge for this service is determined by our various administrative, labor, and product costs of refueling the tank, and does not solely involve the sale of fuel. I regret you believe this rate is excessive; however, the charges are correct as billed.
Initial Complaint
Date:04/12/2024
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 already emailed Hertz (9 days ago) at 3 different email addresses with zero response. I got back from Spring Break with my 2 young children in *******...I expect to be refunded for this entire rental!!! The car did not start on 3/29/24. I waited for over 3 1/2 hours for Hertz to send AAA which never came even though a text said they were on site. I had to call my own AAA to have the battery jump started. Then the Hertz agent on the phone went through 4 different car rental locations for me to switch out the car after the battery was jump started. She told me NONE OF THEM would swap the faulty car for me. The locations were *****, *********** and ************* where I was traveling to. Then she suggested that Hertz bring a car to me to be switched out and I said great. She proceeded to tell me that was not possible. The only option she offered was for me to drive over an additional hour each way (out of my way) to ********************. OR wait to have the car repaired myself. COMPLETELY UNACCEPTABLE! I ended up having to keep this car and miss my vacation plans because I showed up 4 hours late and could not even turn the car off or get gas on my way to ********************** in fear the car would not restart. Then, because I was not offered a reasonable option to exchange the car once I got to my destination, I had to keep this faulty car which again would not start on 4/1/24 and I had to have the battery jump started for a second time. Again missing my vacation plans on that day. As a woman, traveling by myself with 2 young children through the state of ******* with a car that is unreliable, is just totally unreasonable and not what I expect from a large car rental agency.This is the second time I have rented a faulty car from Hertz at a ******* location. Last time, the air conditioner was broken the entire time and I sent Hertz a complaint and they did nothing to reimburse me. This time the car was completely unreliable and kept breaking down. Both experiences with Hertz left me with a rental car that had mechanical issues. This is the worst rental experience I have ever had. Please refund my Amex for the entire trip. A copy of my receipt is attached. It is Reservation #K7663633184.Thank you,******************************* Hertz Gold Member #********
Business Response
Date: 04/19/2024
Complaint ID: ********
********************** RR#: 105422575
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 troubles you encountered during your rental with Hertz in ******** All Hertz vehicles are to 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 you letting us know of your experience.
Based on our review, your rental began on 03/21/24 for scheduled return on 04/02/24. On 03/29/24 we can confirm you contacted our ****************** Services (ERS) team to report issues with the vehicle. Per the information available from our ERS team, when they were unable to secure a vehicle exchange at a nearby location, they put in for repair of the vehicle which you declined. In addition, they offered an exchange at the closest available location which unfortunately was out of the way of your travels. Based on this, our ERS team attempted to provide assistance to resolve this matter, unfortunately, there were no closer locations that had availability for you to exchange and the only options available were to have the vehicle repaired at one of our nearby partners or to go to the airport location to exchange.
With the above in mind, we must respectfully decline your request for a full refund of your rental charges as the vehicle was provided and in use during your rental. In addition, our ERS team followed appropriate steps to resolve the matter. However, we understand this caused an inconvenience caused to you. We are processing a partial refund of 4 rental days from your prepayment. The refund of $159.04 was processed today; however, may take up to 7-10 business days to show on your billing statement.
Initial Complaint
Date:04/12/2024
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.
My ****** points were deleted from my account due to a new T&Cs that stated if there was no points activity within 12 months points would expire. I emailed Hertz to ask if there was a way to get back my points. On 11/28/23 I was told as a one time courtesy points could be reinstated. After I reached back out to Hertz via email on 11/28/23, I received an email on 11/29/23 stating:I understand that you want your concern reviewed properly. We can provide a one-time extension for the expired points for any member until December 31, 2023, whose points expired due to the new 12-month rule. The members point balance as of September 30th will reappear in the members account promptly. However, the points will be permanently removed if a rental has not commenced by December 31, 2023.I informed Hertz I completed a rental on 11/25/23 (rental agreement #*********). After emailing Hertz a few times due to not hearing back, I received an email on 1/8/24 stating the following:Effective September 30, 2023, Hertz will reduce the "inactivity" rental period from 18 months to 12 months. Prior to September 30, 2023, points expired after 18 months of rental inactivity. If a customer did not rent with ********************** between the dates of 10/1/22 and 9/30/23, their points expired and have been removed from their account. Our record indicates that your last rental activity was on November 23, 2023. Thus, we offer you 50% of the expired points to be reinstated on your account. Although this resolution is not what you preferred, I hope you will understand our position in this matter.I replied on 1/12/24 stating that was fine, as I was tired of dealing with it by that point. After not hearing back from several emails, I finally received one that said I would no longer be receiving points. The fact I was told I could get the points back, then I had to make a rental to get them back, then I would get 50% back, then I would not get any back, is ridiculous. Please assist with reinstating my points.
Business Response
Date: 04/22/2024
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.
We apologize for any frustration or inconvenience caused to you when your points balance was not reinstated as promised. We have applied 50% of your expired points back to your account in the amount of ***** points. Your overall points balance at this time is ***** points and can be reviewed by logging into your account via the ********************** website or mobile app. Rest assured, your concerns will be addressed with appropriate management for their full review.
Customer Answer
Date: 04/22/2024

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:04/12/2024
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.
Hertz charged a card that was in my name for a rental.That was NOT in my name and yet.It went through still not understanding how this process works.If i'm physically not there to make a purchase what gives hertz the right to charge my card
Business Response
Date: 04/19/2024
BBB Case #: 21567228
RR# or Res#: ********************* is in response to *************************;

In review of our records, we can confirm the credit card billed was the same credit card you presented at the time of rent. Your return date was December 11, 2023, and extended to December 22, 2023: however, the last time we have documented you speaking with our ********, ** location was January 5, 2024, to advise of the balance and that the credit card on file would not go through for the extension. In February a repo was hired due to the contract not being able to be extended. I was able to verify you did return the vehicle to the *************, ** location on February 14, 2024. I have issued a refund for the towing fee in the amount of $535.00 to **** card on file. Please allow 5-7 business days to post to your account.

Thank you for contacting us.
Customer Answer
Date: 04/25/2024

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:04/12/2024
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.
Be careful, and stay away they gave me a vehicle that died on me in the middle of the highway, they wouldnt replace the vehicle unless I had to go with the tow truck and the vehicle to the airport location to switch the vehicle. They sent me to the wrong location (repair airport facility ) I got stuck for hours, finally after the terrible customer service figured out what they did they asked me to Uber to the airport to pick another vehicle(paid out of pocket )they said they will refund me back and gave me a case number after contacting the customer service they responded with an automated email and they never responded to my emails or reimbursed me for the Uber charges not the 2 days loss of rental .terrible experience ever and customer service they kept switching me from one person to another they had no idea what they were doing.I returned the vehicle fully charged they still over charged me 89$ extra for an electric charge.
Business Response
Date: 04/29/2024
BBB Complaint # 21565744
Rental record # 987131051
This is response to *****************************.
We sincerely apologize for the inconvenience and for the misunderstanding of the charges. Regarding your inquiry, Customer Relations only corresponds with customers via email and we are unable to call you directly. At Hertz, we were willing to have your concern resolved as promptly as possible. We have to rely on the basis that the location has provided with their response that they don't see any additional charges on the customer's bill. Only the charge for three days, totaling $106.89 after taxes. This was a 3-day rental from March 5, 2024, to March 8, 2024. Any additional security holds have already been released on our end and they stands by their decision that they will not give any refund and all charges stand.
Thank you for contacting us.

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Hertz is NOT a BBB Accredited Business.