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

7,191 total complaints in the last 3 years.
2,102 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:04/10/2024
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 made a reservation with Priceline for a rental car and prepaid. Insurance was included in this purchase. When I arrived at *************** to pick up rental I was informed that desk representative was not able to view information from third parties and there would be a $614 hold placed on my card for incidentals. When I inquired what the hold was for I was informed $500 was the incidental hold and the other $114 was the price of the rental car. Though reluctant I went ahead and agreed to this hold because I needed to continue with my itinerary. I spoke with Priceline to inquire what was going on and they provided me with an email for dispute. After returning the vehicle the $500 hold was removed and a charge for $114 was placed. When I called to speak with hertz about the charges I was informed this was an additional charge for insurance and roadside which I advised the initial desk representative I had already paid for with Priceline. Hertz is unwilling to refund my money which I dont believe is fair. I agreed to the collision insurance because it was already included in my original purchase, NOT AS A ADD ON. This would have been avoided if the representative had access to my already paid for itinerary. I am not sure why he would ask me to double pay for collision insurance but I was misled and deceived.
Business Response
Date: 04/16/2024
BBB Complaint# ********
Rental Record# *********
This is in response to *****************************
After further review, the proper documentation was provided to show that the rental was covered under the third party. We have submitted a refund in the amount of $114.45. The funds will be returned within 5-7 business days.
Thank you for contacting us.
Initial Complaint
Date:04/10/2024
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.
On April 2nd, 2024, My fiancee and I picked up a rental car from Hertz in the **************************************************************** Record #: *********). I had originally rented the car under my name, but wanted to add my fiancee, ***********************, as a second driver. When we went to Hertz to pick up our car, we asked if it would cost extra to add her as a driver and we were told it would not, so we added her as a driver.After returning the car on April 6th, 2024, I got a receipt in my email saying I had been charged an additional $71.01 for our rental. It was not clear from the emailed receipt where this money came from aside from the listed charge of "AAO Total" so I called Hertz customer service to ask, where I was then told that this fee was entirely because I had added her as an additional driver. Shortly afterwards, I checked the physical receipt we were given at the Hertz after initially picking up the car to see if this fee was clearly labelled there.It was not.The top fold of this receipt had our first estimated additional cost of $4.85 and two sheets down, had an additional receipt with the extra driver fee listed as "AAO Total".Had any of the representatives at this Hertz told us truthfully how much it would cost to add an extra driver, we never would have done it. Furthermore, it was not at all clear from either receipt I received, either in person or online, why I was being charged this amount in the first place. Because of this, I would like the entirety of this fee refunded.
Business Response
Date: 04/26/2024
Complaint ID: ********
********************** RR#: 112228222
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 regarding the Additional Driver fee billed on your rental. At the time the additional driver was requested to be added onto your contract, they were required to show ID and sign an Additional Authorized Operator (***) contract which shows the additional charges for the *** fee. Our records show both your contract as well as the *** contract were both signed at the rental counter.
However, as a gesture of customer service we have processed a refund of the *** fee at this time in the amount of $71.01 to the charge card originally billed. Though processed today, please allow up to 5-7 business days for the funds to show on your billing statement.
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:04/10/2024
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 with Hertz to drive on the Uber platform in January of 2024. I had the car with no issues, on time payments until March 2024. The card I had on file with the company was charged the amount I was told at the time of the vehicle return. (RENTAL RECORD #: *********) (RESERVATION #: K73205365D7). The total charge amount was $5480.99 which was paid in full on March 25. On March 26, I received a notification from my bank DELTA COMMUNITY CREDIT UNION that HERTZ processed a $957.91 payment on my card that I did not authorize. I contacted my bank to dispute the charge, however, the process has not been met with a solution. It has been 13 business days since the transaction has happened. It has caused my delta community credit union account be in the negative, which is impacting me severely. As of today, April 10, I have not received any documentation from HERTZ stating that, the amount was owed to them, any receipt that says Im obligated to pay/have a balance to be paid.
Business Response
Date: 04/16/2024
Complaint ID: ********
RR#: 838755492

Attached is the rental receipt for the charge of $957.91. Please note the charge is related to the rental period of 03/12/24 - 03/25/24.
Customer Answer
Date: 04/17/2024

Complaint: 21556375

I am rejecting this response because: a payment was made to Hertz from my account on March 14, 2024. I was then notified via Uber, to not renew my rental, they would be taking care of it because I rented the car through their platform. Ive attached the payment that was made from my account on March 14, 2024. I do not owe the business HERTZ 2 weeks of rental pay plus taxes and fees. The amount withdrawn from my account was incorrect. The charges listed on the receipt the business provided is incorrect/inaccurate.

Sincerely,

*********************
Business Response
Date: 04/26/2024
BBB Complaint: 21556375
RA: 838755492
This is in response to *********************.
I appreciate the opportunity to address your concerns. Im sorry you have found our previous response unsatisfactory. Upon further investigation we have found that the payment you made on 3/14/24 of $493.53 was for the rental dates of 3/4/2024 to 3/12/2024. The new charge of $957.91 is for the rental dates of 3/12/2024 to 3/25/2024. With this in mind, these charges are valid, and no adjustments are needed at this time.

Customer Answer
Date: 04/29/2024

Complaint: 21556375

I am rejecting this response because:
The dates and the numbers do not match, nor add up. Per my rental agreement, funds were being taking out weekly to cover the charges. Hertz have not provided me any receipt saying that I owed any other fees. I have submitted all screenshots and receipts I have received from the business and I was notified at the time of vehicle return that everything was paid in full and there was nothing else for me to do. The receipt I got from that day and that transaction was attached in the original complaint.
Sincerely,

*********************
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.
The vehicle I was given for a rental was not clean. The company website states they follow CDC guidelines with a stringent 15 point Hertz ************* cleaning policy. This vehicle was definitely not cleaned after previous rental. The inside of the vehicle was not wiped down, other persons personal address information on paperwork in glovebox, stains on seats, not vacuumed, trash in trunk and while driving open containers of alcohol rolled out from under the seat. Had this not occurred and if I was pulled over by law enforcement I potentially could have been subject to fine la or arrest for having open containers of alcohol in the vehicle. The companies lack of following their own procedures had the potential for placing me in serious legal troubles. I did not have the opportunity to get another vehicle as this rental was picked up at a satellite location for their ********************************** location. I also had time constraints that prevented me from going elsewhere to obtain a clean vehicle. I was embarsssd to have others in the rental as well due to the filthy condition of the vehicle. Upon returning the vehicle or with replaced gasoline I looked at other vehicles awaiting future rentals and they too were not cleaned. The company needs to reevaluate their cleaning standards at this location as there is an obvious lack of following company policy. Ive attached a few time/date stamped photos for your review. I have several more that could not be uploaded due to space limitation
Business Response
Date: 04/30/2024
Complaint ID: ********
********************** RR#: M14107516
This correspondence is being sent in response to a query made by ***********************************. Thank you for allowing us the opportunity to review your concerns.
We sincerely apologize for the condition of the vehicle provided to you by our offices 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.Your comments have been forwarded to the Area Manager for internal review and any corrective action deemed necessary.
As a gesture of concern, we have mailed a $50.00 certificate to the mailing address on file. It is our hope you will use this certificate toward a future rental with Hertz and allow for us to regain your confidence.
Customer Answer
Date: 05/06/2024

Complaint: 21556331

I am rejecting this response because:
The business issued a $50 rental certificate that is only valid for 60 days. It was issued on May 1,2024, received by me via **** on May 6, 2024 and expires on June 30, 2024. I have no intention on renting a vehicle in this short time period nor do I anticipate using this business again in the future. I kindly requested that the rental fee that was charged to me be refunded so I can end my dealings with Hertz. I no longer wish to do business with them.

Sincerely,

***********************************
Business Response
Date: 05/09/2024
Complaint ID: ********
********************** RR#: M14107516
This correspondence is being sent in response to ***********************************.
We apologize for the date on your rental certificate. Our rental certificates are pre-printed bi-annually with the date already recorded. However, the certificate is valid for one-year past the date of issuance. If you are not traveling before the expiration date of the current certificate, please allow for the expiration date to pass. After this has occurred, please contact us at *************************************************** so that we may reissue a new certificate with updated expiration date listed. When doing so, please reference Hertz Case# 22092220. We have notated this case file with directions to reissue the certificate after 06/30/24 if not used before that date.
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 renter of a Hertz vehicle who purchased the rental insurance and the Hertz driver was deemed at fault by officers at the scene. I filed my claim immediately to the Hertz insurance and was told i should hear back in a week from their third party insurance about going through the process of getting my car repaired and getting a rental car for the time it takes to repair my car while i cannot drive my vehicle. It is now nearly a month later and i still have not received any word from Hertz themselves or their third party insurance, I follow up and call them multiple times a week and get given the same response that their back office is holding the file.
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 **************.We can confirm ESIS has attempted to contact you again and left a voice message.You may reach your claim representative at phone number ************.

Thank you for contacting us.
Initial Complaint
Date:04/10/2024
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.
Hertz let me make a reservation at this location online, showing available vehicles. When I arrived, at this address which is a ************* I was informed by hotel staff that the hertz location had closed YEARS ago. I called hertz to see what they could do for me, and they did not even believe me and insisted on talking to the hotel staff. The manager informed them that this had happened about 30 times before including as recently as last week and asked hertz to remove this location from their website. I requested hertz to send me a vehicle or at least pay for me to get to their nearest location (an airport that was 10-20 miles away) and they refused. I ended up canceling my reservation and needing to adjust all my plans. I followed up with hertz to achieve some sort of remuneration for my wasted time and expense, and they took 2 weeks to respond, called me by a different customers name, and refused any sort of remedy. I believe a reservation is a commitment to provide a vehicle, at that location, at that time, and hertz failed completely to meet their obligation. Reservation #***********
Customer Answer
Date: 04/12/2024

Better Business Bureau:
Hello. Shortly after I submitted my complaint, the vendor responded to me again and did provide a resolution (which they had not done in their earlier response). Is there a way to update my complaint? The underlying issue (that hertz is set up to let people make reservations from a site that has not existed for apparently a long time) should still be resolved, but I am no longer searching for a remediation to my experience.
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 scheduled a rental car pick up her Hertz-************** location on 4/2/2024. The website had the listed price of ****** USD Per Week (****** USD Approx Tot) if I pay now. My Hertz Reservation K8153045002 . After receiving confirmation email. Due at Time of Rental: $253.97 USD. ****** LOCATION ************** - ******************** ***************************************************** PICKUP DATE & TIME Tue, Apr 02, 2024 at 04:00 PM I went to pick up the car/ the location was out of both gas and electric cars. She advised they will not have any cars until the next morning. I suggested the airport for pickup and she advised me to call customer service so they can book the ********************** car at the same rate. I called and was advised they will not be able to book for the same rate I will have to speak to manager at airport. Once I arrived I was able to get the same car at the new rate of $304.85 My Hertz Reservation K8161500747. PICKUP LOCATION ************************************************** 2200 Rental ************************** (************), *********** PICKUP DATE & TIME Tue, Apr 02, 2024 at 05:00 PM Even though I was promised the same rate for the inconvenience. I returned the vehicle on 4/8 around 9am. I asked for assistance from 2 associates and they advised I can leave car parked with key inside. I received a call the very next day demanding the return of the car because it was 2 days over due. We are now her 4/10 and the vehicle is still showing as unreturned and my card has been charged $606. **************** have been unable to provide the number to corporate or allow me to speak to supervisor. They provided number to airport location but no one answers when I call. This issue need to resolved as quickly as possible. I have never received any treatment like this from any other rental car locations.
Business Response
Date: 04/16/2024
Complaint ID ********
********************** Agreement Number *********

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 a specific make or model. 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.

After review of our records, I am showing rental agreement ********* was close on 04/08/2024 at 09:00am and the final invoice was $226.07. I have added 500 loyalty points into your loyalty account as a goodwill gesture for your original reservation not being honored.

Again, I regret the inconvenience this matter has caused you, and I appreciate you allowing me the opportunity to address your concerns.
Initial Complaint
Date:04/09/2024
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.
-My Hertz Member ID ******** -********************** Agreement Number ********* -Estimated Charges for this rental was $397.29 -Vehicle was filled up to FULL with fuel 1.7 miles from return site (Thorntons on Preston ******* for $47.20)-upon vehicle return the accepting agent could not provide a printed receipt, I asked to see the charges on his screen, but her refused stating the bill would be emailed to me -Final Receipt include an inappropriate fuel charge of $137.34 -when I spoke with a Hertz representative on the phone (after a 30 minute wait) I was disconnected after vbeing asked to speak with a supervisor -I have sent emails through their customer service link with no response
Business Response
Date: 04/25/2024
BBB Complaint# ********
RR# *********

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

Thank you for taking the time to bring your concerns to our attention.
Hertz thoroughly reviews every customer's inquiry; our records indicate that an adjustment was made on April 10 for $154.44 in associate with the fuel charges. I have attached a copy of the final invoice for your records.

Kind Regards
Initial Complaint
Date:04/09/2024
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 from Hertz Car Rental, **********************, 11/17/24. Rental record #*********. When we arrived at the car I noticed damage on the car that was not noted on the rental agreement. I located a Hertz employee and had him go back to the car with me. I showed him the damage, he took pictures and noted the pre-existing damage in the Hertz system. I brought the car back 2 days later as scheduled with no additional damage. Approximately 6 months later I received a call and email from Hertz saying I owed them money for damage I did to the car. No documentation, just payment requests. I thought it was a scam and ignored it. Several weeks later I got another call. I called the Hertz main number, and was eventually transferred to their recovery department. They advised me it was valid, I owed the money and had to pay. I requested documentation, that Hertz then emailed. The damage is from the pictures the agent took BEFORE I picked up the car. I sent Hertz a picture I took before we took the car of the damage and the Hertz employee in the picture submitting the report. The Hertz documentation shows the time and date of the pictures and report as the day I picked up the car, and not when I returned the car. Hertz said I signed the rental agreement so I owe the money. The damage was clearly documented from before I picked up the car. From Hertz -- CASE NUMBER: ********, DATE OF LOSS: *********, BALANCE DUE: $849.99
Business Response
Date: 04/15/2024
BBB Case 21553271
RR No: 656418394

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

I have received confirmation that this damage claim has been closed and you will no longer be held responsible.

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:04/09/2024
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.
2/22 I booked a Standard SUV through Expedia no cancellation booking for $548.54 with $386.76 prepaid for Hertz pickup 12:30 AM Sunday 3/24 *************. 3/23 were offered a **** Fusion and to return to exchange for an SUV the next day. It was 3am so agreed. Car not checked out by agent, rental agreement not gone over. 3/24 called customer service to ensure an adequate exhcange available. All calls to local branch disconnected. 3/25, my wife planned trip to the mall in ***** near airport and offered to exchange the car. She arrived at branch, agents checked in **** Fusion. Counter agent began processing exchange for SUV. Agent asked "Where is *******?" Wife received lecture she was not an authorized driver and should not have driven car. Turned away from counter and took an Uber home. Card charged additional $87. Called Hertz customer service who assured that ********************** additional driver policy was a spouse with a matching last name was an authorized driver and that the counter agent should have given her a car. Assurances made original rental would be refunded, car would be provided, Uber receipts reimbursed. Suggested return to the branch to resolve directly. 3/26, took Uber to airport. Branch manager *********************** assured me issue mishandled, per policy wife should have been given car. **** had agent offer SUV at lowest price available in system $401. Aware prepaid through Expedia. Stated refunds and reimbursement for Uber must come from the customer service department. Left satisfied. Email from Hertz 3/29 apologizing. Responded on 4/4 expectations for reimbursement as promised. 4/5 received response Hertz unable to refund as it was an Expedia rental. Offered a $50 rental certificate on next rental. I responded unacceptable solution. Entered chat with Expedia customer service. Told they would request refund from Hertz. 4/7 sent email to **** explaining trouble. No response. 4/9 received an email from Expedia that Hertz rejected request.
Business Response
Date: 04/18/2024
BBB Complaint# ********
RR# *********
This is in response to ***************************.

Thank you for allowing Hertz to assist you on this matter.
I am truly sorry to hear about the inconvenience you experienced with your rental with Hertz.
Please be advised that the Hertz policy does allow for spouses to be covered as a benefit of being a Hertz Gold Member. However; the Gold Member Status was not used during the time of this booking. Since this reservation was booked via Expedia the benefits of Hertz Gold Membership wouldnt apply as the system would not allow you to stack discounts. In this instance (getting a discounted rate by prepaying and then also getting a free additional driver).
I have reviewed all your supporting documents & worked with the rental location to have your Uber Expenses refunded and process and full refund for your rental.

Best Regards
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,

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

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Hertz is NOT a BBB Accredited Business.