Business Profile

Auto Rentals and Leasing

Hertz

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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

7,190 total complaints in the last 3 years.
2,113 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:04/11/2024
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 in ***********, ** on 4/4/24. After driving the car home i noticed a very bad smell. I left the windows open for two days while the car was parked in the garage with an air freshener. On Saturday 4/6/24, as I was placing the child seat in the car, i noticed a lot of dog hair on the rear seats and rear window area. As I attempted to secure the seat, I noticed that the seat belt had ripped due to bite marks and also the seatbelt buckle had been heavily been chewed on and was unable to secure the seat safely due to these issues. My wife, who has an allergy, continues to suffer every time I come home because I carry the scent of the car with me when I get home from work. I attempted to get a replacement vehicle to no avail because the location states they do not have any car available to offer me. I called all the Hertz located around my house and receive the same treatment. I contacted customer service **** and they too could not offer a solution.
Business Response
Date: 04/17/2024
BBB Case 21562034
Rental Record H32629181

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

I apologize for the condition of the vehicle you received. If you encounter any maintenance or mechanical issue while on rent, please contact our ********************************* for assistance. I have spoken with the location. The agent I spoke with is actually the one who assisted you. She said unfortunately she did not have another vehicle to offer you. She stated her offer to clean the vehicle was declined. She states she inquired about the number of passengers and was under the impression the remaining seatbelts was sufficient for your number of passengers. I have spoken with our ERS department.Please reach out to them direct at ************ for assistance. Please advise them of the allergies to the pet hair.

Thank you for contacting us.
Initial Complaint
Date:04/11/2024
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 March 10 I booked a rental car with Hertz, ************ to pickup the car on April 7-9. The corporate policy is that Hertz will never cancel a car on its own, but you may receive a different make/model. However, on April 6 I received a confirmation text from Hertz (screenshot) at 10:03 am, then at 12:12 pm the Hertz ************ left a message (screenshot of transcript) that they had no cars, could not help me find another car, and they are canceling my reservation. I already prepaid my hotel in ************, for $305x2 nights (screenshot) for the eclipse. The cancelation 12 hours from pickup left me with no options. Also, the previous week during Easter weekend I had another reservation, however after arriving I discovered I had booked the wrong dates, April *****, when I wanted March 29-March 31. The agent told me they had no cars, but if I would pay full-retail rate they would cancel somebody else's reservation. I thought they were just making that up so that I would offer less resistance to a rate 3x more than I thought I had booked. It was my fault, and I had already prepaid for this hotel also, so I accepted the much higher rate. I didn't really think they would cancel somebody's reservation - it is against the corporate policy. However, it is clear to me that this Hertz office probably did cancel somebody else's reservation on that weekend also. I want Hertz to reimburse me for $305x 2 nights for the hotel.
Business Response
Date: 04/16/2024
Complaint ID ********
Reservation ID ***********

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

I regret the inconvenience this matter has caused you. Our local management makes every attempt to provide our customers with a vehicle they booked for; however,during our peak season this may not be possible. Whilst we do state that a vehicle from the class booked will be available, regrettably, we cannot guarantee vehicle availability. When booking a reservation whether this is booked online, through our app, over the phone or with a third-party vendor the booked reservation is securing the rate quoted at the time the reservation is made, this process is not a legally binding contract. On rare occasions,unforeseen situations arise that are beyond the branches control. This is usually caused by late returns, extended rentals, damaged vehicles etc.

With the above information in mind. I must respectfully decline your request for reimbursement. Regrettably, we were not present for the conversation between yourself and our representative.

Again, I apologize for any inconvenience, and I appreciate you allowing me to address your concerns.
Initial Complaint
Date:04/11/2024
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.
Transaction Date: 4/10/24 Before booking a reservation at the ************************************* location, I checked the hours of operations to make sure they would be open after midnight for me to pick up a rental. My flight is due to land at 11:51pm. The online hours of operations state they are open until 2am. So I moved forward with the reservation. After I purchased my rental, I called the location only to find out that the operated system stated that they close at midnight. Despite, several attempts and conversations with many different customer service reps to recoup the money and purchase from somewhere else...I am pretty much out of luck for the misinformation given by Hertz. I will never purchase from here or recommend anyone to Hertz car rental. I'll will stick with Alamo from now on.
Business Response
Date: 04/16/2024
Complaint ID: ********
********************** Res#: ********************** correspondence is being sent in response to a query made by ***********************. Thank you for allowing us the opportunity to review your concerns and provide a response.
We apologize for any misunderstanding regarding your reservation with us in ***************. We have confirmed our location hours of operation are 0500 - 0200 7-days a week. Your reservation for pick-up on April 12 was booked on April 10 and cancelled the same day. When booking through Hertz directly, if a prepaid reservation is cancelled within 24 hours of booking the charges will be automatically reversed back to the charge card used. However, this same process may not be applicable when booking through a third party source. Our records show your reservation was made through Commission Junction. Therefore, if you did not see the prepayment immediately fall off of your account, this will need to be addressed with the booking source for their further assistance.
Please be assured, our hours of operation are available listed on the Hertz website or mobile app by searching the specific location. Due to incoming and outgoing rentals at our airport locations, it is not always feasible for our representatives to answer phone calls and often these calls are routed to our corporate representatives. If a customer needs assistance with their reservation or information about a specific location, they may contact our Worldwide Reservations team who is available 24 hours/7 days at ************.
Customer Answer
Date: 04/17/2024

Complaint: 21561332

I am rejecting this response because: I only cancelled my reservation because when I called the airport location a few minutes after midnight, the phone system stated that the location was closed and the hours of operation are from 5pm-12am. Restating what the the hours of operations are doesnt change the fact that they is an error on your phones operating system.

Sincerely,

***********************
Business Response
Date: 04/24/2024
Complaint ID: ********
********************** Res#: *********************** is in response to ***********************.

I regret the inconvenience this matter has caused you. Our hours of operation is included on our website; we will review this internally regarding the phone system.

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:04/11/2024
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.
On 4/4 2028 under record# ********* I indicated to the representative at Hertz *************** I needed prepaid gas. This was not added as an option and I am now being charge ***** for gas.I called and spoke to ******* at **** customer service ID# ****** He answer, nothing we can do. You should have checked the contract.
Business Response
Date: 04/18/2024
BBB Case number: 21560781
RA# *********

This correspondence is being sent in response to a query made by ***************************.

I sincerely apologize for the inconvenience you have experienced. I have issued a credit in the amount of $97.40 for the fuel you were charged. This credit has been processed back to the credit card on your account,please allow 5-7 business days for processing.

Thank you for contacting us.
Initial Complaint
Date:04/11/2024
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 with Hertz on November 21,2023. It was a pick up in *************** to be dropped off the next day in *********, *******. We had approximately 580 miles to drive to our home. *** mileage of the car @ pickup was *****. After driving the vehicle for 45 minutes the check engine light was coming on and the car was overheating. We were out in the middle of nowhere and had to keep stopping to let the car cool down so we could get to a placw where we had cell service to call Hertz. I called Hertz for the first time at 4:18PM. We did get a lady from roadside assistance to conform that she was sending a AAA tow truck to pick us up and take us to another Hertz location to pick up another vehicle so we could continue our drive north. Our case number for this process was #**********. After 3 hours the lady confirmed that shw was cancelling AAA towing for no response and dispatching a differnt tow company @ 22:43 pm. She said the *** of the second tow truck would be 75 minutes @ 23:20 pm. At 01:00 there was still no tow truck. We finally decided to try and get an uber to our home. *** cost to us was $500. We made it home at 0600 am on November 22. 2023. I recieved a text message at 0812 am stating that our road side service was complete. No one ever contacted me. In the meantime, we found a maintenance ticket for our rental car 2019 Buick Encore. *** record indicated the ticket order was from November 20 @ the Hertz location **************. *****, *******. *** mileage at the time of report was ******. Important to note the mileage upon our pickup of the Buick Encore was 53,756.*** complaint was filed on November 20,2023. *** check engine light was on and the engine had an issue. I have attached that work order. ***y gave us the vehicle the next day to drive nearly 600 miles. *** problem was not fixed and they gave us a vehicle that they knew had problems.*** charge was dropped by AMEX. And then they sent me to collections. No one ever responded to me.
Business Response
Date: 05/01/2024
BBB CASE#: 21557196
Hertz RES#: ******************************* correspondence is being sent in response to a query made by ***************************.

I sincerely apologize for the inconvenience you have experienced with your Ft. Lauderdale, FL rental. This is concerning to us as well due to the high standards we stand by as a brand. 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 and customer service to our customers and certainly appreciate you letting us know of your experience. Your comments have been addressed internally with the proper corrective action deemed necessary and further training implemented.

We have reached out to our collections department and requested this outstanding balance file on your account to be closed. You will not be held responsible not should you receive any further letters or calls after todays date.

Thank you for contacting us.
Customer Answer
Date: 05/02/2024

Complaint: 21557196

I am rejecting this response because

The original bill was sent to me on 1-19-14. Hertz had my amex on file for the rental. After my experience, I disputed the charge with AMEX which they accepted. I replied on Feb 8th to them about my experience. I have uploaded all correspondance and dates above. I paid the collections on 3-28-24 as to not affect my credit. Hertz finally responded today May 2 that I will no longer receive correspondance from collections. That bill has been paid since March 28. I would like the amount of the bill to be refunded. I was waiting on a tow truck for 16.5 hours with no communication. I had to spend 500$ of my own money to get home with an uber. This whole experience has left me angry that large companies think they can bully people into paying a bill for a srvice that was not delivered. I will continue to fight this as it is not right and is totally unacceptable behavior for a national chain.

Sincerely,

***************************
Sincerely,

***************************
Business Response
Date: 05/08/2024
Complaint ID: ********
********************** RR#: 658052791
This correspondence is being sent in response to ***************************.
Please provide a copy of your payment invoice or receipt provided by the collections team so that we may assist with processing a refund to your charge card.

Customer Answer
Date: 05/09/2024

Better Business Bureau:

Here is my receipt.
Sincerely,

***************************
Initial Complaint
Date:04/11/2024
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 a reservation for 5/10/24-5/13/24. I was quoted ******. I have a reservation confirmation. Today I get a text its cancelled and when I connected with someone it was ******. They said I cancelled but I did not. Cancel my reservation so they can up the price.K78900769C8
Business Response
Date: 04/17/2024
Complaint ID: ********
Res#: K78900769C8

A review of our records indicates the reservation was booked at hertz.com on 03/06/24 and canceled on hertz.com on 04/10/24.
Customer Answer
Date: 04/24/2024

Complaint: 21559620

I am rejecting this response because:
im aware that it was canceled. I did not cancel it. And when I reached out I was told oops sorry nothing we can do, but I can rebook for $150 more then original.

Sincerely,

*************************
Business Response
Date: 04/29/2024
BBB Case 21559620
Reservation K78900769C8
This is in response to *************************,
I was able to get the original reservation reinstated. If you no longer require the reservation, please call ************ to have it cancelled.
Thank you for contacting us.
Initial Complaint
Date:04/11/2024
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 at the Hertz rental counter at ****************************. The contract number is 111 875 853. The date of rental was April 2, 2024. I proceeded to enter what I thought was my rental and load up my luggage. After the car wouldnt start I realized I was in the wrong vehicle. I unloaded the car and got into the correct vehicle with my belongings. I then proceeded to drive to ******* to visit a relative in the hospital. I got out of vehicle only to realize that my purse was not with me. I absolutely panicked. The purse had all my money, credit cards, medications, etc. I spent the next hour calling every Hertz rental car number I could find. The counter where I rented it was not answering their phone and I couldnt find any number to allow me to talk with a person. I proceeded to drive back to ************** to try to find my purse. As it turned out the car with my purse in it had been rented. They said they would not call the renter as it was against their policy to contact customers while they were renting their cars. I got the airport sheriff involved and ****(manager at airport Hertz) told them they did not have any phone number for the person renting the car. He did say he would email him and see if the renter would respond. I have no idea if any attempts were made but I have yet to hear from them. I am now back in ********** and still desperately reaching out to Hertz but unable to get a response. I would appreciate any help you can give in this matter.
Business Response
Date: 05/01/2024
BBB CASE#: 21557890
Hertz RES#: ******************************* correspondence is being sent in response to a query made by *****************************.

Thank you for your inquiry concerning your purse left behind in one of our vehicles. We are always concerned when customers leave personal property in one of our vehicles; however, in accordance with the Terms and Conditions of the rental agreement, The Hertz Corporation is not responsible for personal property left in our vehicles.

We reached out to the location, and they were unable to locate your purse. Please see the attached documentation for the shipping of your purse with the tracking number on it.

Thank you for allowing me to address your concerns.
Initial Complaint
Date:04/11/2024
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! I wanted to reach out and discuss with someone my horrible service with my last rental and needed to get this settled ASAP. My rental agreement number was *********! So I picked up from MCO originally scheduled back the next day. I ended up calling the next morning when I found out change of plans and let them know that I was going to return in 6 days in ******, *****. The representative over the phone told me that the total would be $292 and I would be fine bc they have already authorized $273 to my card and they will take out the difference. She said that she had made the change, I figured she did because nobody called me telling me my rental was over due or anything. When I return to DAL, MY BALANCE IS $1000!!!!! This is crazy! I know I didnt return the gas full but there is no way it equals up to $1000!!!!!! I NEED THIS FIXED NOW I AM HIGHLY UPSET ON HOW SHE LIED OVER THE ***** or didnt make the proper adjustments. But $1000 is crazy for any rental car I would have just went with another company. I want to keep renting with you guys because you are so stellar with my USAA perks, presidents circle and amazing car selection but this is unacceptable and must be fixed. Also the ****C in this vehicle was laggy I would have to unplug every 30 minutes or so and that was aggravating. Weird because the car was a 2024.
Business Response
Date: 04/16/2024
BBB Case 21560473
RR No: 112166633

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

Unfortunately we do not have any record of an extension. As this rental was not extended and kept past the return date, the charges are correct and no adjustments are warranted. While I regret this is not the desired outcome, I hope you will understand our position in this matter as we consider it to be fully addressed.

Thank you for contacting us.
Initial Complaint
Date:04/10/2024
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 involved in a car accident with a hertz rental car and driver. It was that driver's fault, my car is totaled. Hertz has been uncooperative in handling the claim, it has been weeks without them being able to get an adjuster out to see my car that is in my driveway. It is a total loss. Hertz should be barred from doing business in **********.
Business Response
Date: 04/17/2024
Complaint ID: ********

I have forwarded your information to our Claims team and asked that they reach out to you directly to assist.
Initial Complaint
Date:04/10/2024
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 ***************************************** on March 14, 2024 - March 17. (Rental #*********)Upon renting there was a scratch/dent/piece missing of windshield. I took photography of the item in the parking lot before starting my trip.I also called in the damage to Hertz's incident center and had it notated on my case file.Upon returning the car I also reminded the ***************************************** staff what happened and they verified that in my file it said that there was pre-existing condition and I was good to go.3 weeks later I get a call from ************** saying "they forgot to wash the car for 18 days" and noticed windshield damage - - did I know anything about it?Really? It was ALL over the system from me reporting it - they couldn't figure out what happened. Now they are sending me emails to my insurance asking for me to pay and acknowledge it was pre-existing and are making me jump through hoops to prove to them I didn't do it - even though I reported it at the get go.I want a refund of what I paid due to this unprofessional and incessant badgering by Hertz and for them to look at their own notes and stop contacting me for damage that was already there.
Business Response
Date: 04/16/2024
BBB Complaint#********
RR: 101995972

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

The damage claim was closed out as pre-existing damage and there is no amount due to be paid by the customer. I apologize for any inconvenience that *** have occurred during the investigation of this matter. Thank you for contacting us.

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Hertz is NOT a BBB Accredited Business.