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

7,183 total complaints in the last 3 years.
2,100 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:04/08/2024
Type:Sales and Advertising 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 4/6/2024 I rented a vehicle (contract #********* for $91.52) from the ********************* branch of Hertz. Upon arrival I was told there were no midsize vehicles available but I could pay more for an upgrade. I declined and was told to wait until a vehicle was available. Several other customers were waiting rather than be baited into paying more for a vehicle.When I returned the vehicle at 0450 on 2/8/2024 the branch was not open so I recorded the mileage, date, time and fuel status (Full) on their form and put it with the key in the dropbox. Later that day I received a bill that was more than the original contract (charged $116.61.) After reviewing the charges I realized they charged me for two gallons of fuel. I had filled up the vehicle three miles from the airport and the gauge was full when I returned the vehicle. I attempted to call the branch multiple times but the phone rings and nobody answers. The online reviews highlight several instances of incorrect charges indicating fraudulent business practices.
Business Response
Date: 04/12/2024
BBB Case 21545156
Rental Record 114207192

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

Thank you for providing the documentation of the fuel level.I apologize for the locations error. A refund in the amount of $25.09 should post on the billed credit card within the next 7 business days.

Thank you for contacting us.
Customer Answer
Date: 04/17/2024

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:04/08/2024
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 rental date for Hertz was from15-20. I returned the Rental in early. I clean the outside and inside. I was told that my deposit would be back on card within 5 business days. I never received.customer service was rude and did not help. Hertz told me it was back fault but when I talk to my bank they said hertz settled the transaction and I have no pending transaction. My reservation number is RR *********. All I want is my refund of ******. And the hold they had on my card which total to $350.00
Business Response
Date: 04/11/2024
BBB Complaint: *************************
RA: 102493473
This is in response to *************************.
Thank you for contacting us regarding this matter. Upon further investigation, I see the charge of $176.58 is for the loss damage waiver and refueling charge accepted at the time of rental. This is presented on the rental agreement for review of the charges by the customer before signing. As this is a legally binding document, these charges are valid and do not require adjustment. As for holds on cards, they are immediately released at the time of rental return. I will attach a copy of your signed rental agreement for your review/records.
I appreciate the opportunity to assist you.
Customer Answer
Date: 04/17/2024

Complaint: 21544942

I am rejecting this response because: I returned the Rental back cleaned and fueled above the fuel which was given to me as shown in the video. And I returned the Rental a whole day early. The hold that was on my card never returned my money to me. And I never received my deposit of $176.58. for me to be a first time customer and go through an experience like this is unbelievable. I did everything that was requested of me and then some and I don't get none of my money back which in the contract it says upon return the hold and deposit will be given back which it has not. I have more proof to show I in the right.

Sincerely,

*************************
Business Response
Date: 04/24/2024
BBB Complaint: 21544942
RA: 102493473
This is in response to *************************.
Please keep in mind each institution has specific policies regarding the release of authorization holds. It is the responsibility of the financial institution to release the funds once payment of the rental is accepted. we recommend you contact the card issuer directly.
We appreciate the opportunity to address your concerns.
Initial Complaint
Date:04/08/2024
Type:Order 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.
A hertz employee (****) has admitted making a mistake while setting up a contract that unjusty enriched hertz. After further discussion with the location other employees have also articulated a mistake. Complaint has has been provided conflicting steps to resolve and in some cases promised a same day resolution yet **** has never followed through.Complainant has had many rentals through hertz that were preareanged by and through a insurance company and neverexperienced a hidden fee or a billing issue. This particular matter involves an employee adding a "hidden" fee / that was never agreed on.An insurance agent was on a three way phone call arranging the rental, and complaint had no other obligations another than keeping a car on file and a copy of ID. ********************** billed complaint over $2500. The location is still failing to call the insurance agent and complaint to resolve. A report was filed.
Business Response
Date: 04/24/2024
BBB Case 21544354

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

Unfortunately, there were no specific details included in your query and I am unable to locate your rental by name alone. I have also been unable to locate a reservation confirmation by using your provided email address or phone number. I would like to make a meaningful investigation into this matter but will need more information to do so. Please provide me with your 9-digit Hertz Rental Record number or your 11-digit Hertz reservation ID number beginning with the letter K. Once received, I will be able to further review your concerns.

Thank you for contacting us.
Business Response
Date: 04/29/2024
BBB Case 21544354
Rental Record H31412205
This is in response to *************************,
Your complaint has been submitted to the location's General Manager for review. We will reach out to you once a response has been received.
Thank you for contacting us.
Customer Answer
Date: 05/04/2024

Complaint: 21544354

I am rejecting this response because: this issue has been communitaced to the manager at the location. No follow up from the manager at this time has occured. I look forward to resolving this with you.

Sincerely,

*************************
Business Response
Date: 05/08/2024
BBB Case 21544354
Rental Agreement H31412205

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

The General Manager states the location was in communication with you during the rental. Because we can't reconstruct a verbal conversation that has taken place at a location we have to rely on the Signed Rental Agreement (SRA). The attached SRA shows the Loss Damage Waiver (LDW) accepted at $69.99 per day. Once the charges are accepted they remain for the remainder of the rental. If at any point the renter no longer wants certain coverages, they must go to the location and have the contract closed. If they are still in need of vehicle, they would need to have a new contract opened without the coverages. If it involves an insurance replacement, the renter would need to speak with their insurance company on how to proceed with the new contract. We consider the charges valid for this rental and no refund warranted.

Thank you for contacting us.
Initial Complaint
Date:04/08/2024
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.
Case ID 43991363-9597-4Ac5-a4ff-c2ffedec0b4b I have contacted Hertz multiple times through phone and emails on 1/17/2024, 1/19/2024, 1/23/2024, 1/24/2024, 2/13/2024, 3/19/2024. Emails were sent to executivecustomersevice@hertz, ******************************************* ******************************************* and ********************************************************. I prepaid $321.20 on 12/10/23, through Booking, for the rental of a vehicle from Hertz starting on 12/27/2023 and ending 1/1/2024. Rental Record ********* / Res ************ On 1/3/24 I was charged an additional $235.51 on top of the prepaid amount of the rental of $321.20 on 12/10/23 and the taxes $114.64 already paid when I picked up the car on 12/27/2023. I didn't get the car we booked SUV ****** rogue, instead I received an old car with 50K+ mileage & the windshield wipers were non-functional, necessitating manual cleaning due to snow. When I arrived to pick up the car I was asked for a credit card & told they would put a hold of $200.00 on my credit card and I had to pay at the counter $114.64 for taxes. The Agent advised that I would see this hold $200.00 drop off after we returned the car. I found out through my credit card statement that I was charged for $235.51. The rental Agent not only incorrectly set the return date for 1/3/2024 at 1:10 PM and then I received the bill charging me for extra days and taxes. I returned the vehicle on 1/1/2024 as agreed. I contacted Hertz on 1/2/2024 and got a response via email on 1/6/2024 from Operations Manager that she was able to confirm the car was returned on the agreed date and that I was going to receive a refund. Since I didnt receive a response, didnt get the $200.00 deposit back to my card nor the issue was resolved I had no choice but to place a dispute in the transaction I see in my credit card and I ended up receiving a paper bill. I am filing a second complaint with the hope I can resolve this issue and make it clear I do not owe anything to Hertz, by the way where is the $200.00 deposit?
Business Response
Date: 04/12/2024
This is in response to *******************.

We sincerely apologize for any inconvenience you may have encountered during your rental period.
I have reviewed our records and see that we issued a refund in the amount of $120.51 regarding the charges associated the extra days which were incorrectly billed. A copy of the final invoice is attached to this correspondence for your records. It shows the only amount due is the ****** for taxes associated with your rental. In regard to the $200.00 deposit the deposit release will not show up as a credit. Instead, the amount of the rental is charged and any amount over the charges is released.

Our records indicate your charges were not honored by your financial institution after a dispute was initiated by you. Adverse charge dispute decisions do not mean the charges are not valid and in no way alleviates the renter of responsibility of costs that were incurred during the rental time frame.

Best Regards
Initial Complaint
Date:04/08/2024
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 Hertz on 02/01/2024, CONFIRMATION number K75529469E1, for rental dates 03/14/2024-03/15/2024, and my credit card was charged $90.49 for this transaction. Later, I changed the rental dates to 03/13/2024-03/15/204, CONFIRMATION number K7953972929. I contacted Hertz customer service to inquire if the $90.49 for my original booking (K75529469E1) would be fully refunded, and they assured me it would be. However, I only received a refund of $25.76, and Hertz still owes me $64.73. I have contacted customer service three times afterward, and each time, they assured me that a full refund would be processed within a few business days. However, I have not received any further response from customer service.
Business Response
Date: 04/11/2024
BBB Case 21543837
Res No: K75529469E1

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

I have received confirmation that a full refund of $90.49 has been issued to the card on file on 03/13/2024 and should now be posted to your account.

Thank you for contacting us.
Initial Complaint
Date:04/07/2024
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.
Upon renting the car we were given an electric vehicle. We were given very little instruction as to how to charge the vehicle, where to charge it, etc. So as we set out on our anniversary we were able to map it out, but weren't notified that every charging station only charges specific cars, and the time it would take at various stations. Thus when we mapped out the routes to our destination we were met with several different apps and not enough charging stations.The car had enough charge to get to a station, however the charge wouldn't take. Resulting in us not being able to move, missing our flights, being stranded, and needing a new solution to get to the airport. We called Hertz for their emergency roadside which the gentleman was nice to walk us through it; however, he explained that several of their vendors told us they weren't coming to get us. Luckily one was finally dispatched after hours on the phone. He was able to tow us from our location to our destination. We weren't notified that the tow would be at cost to us.When we got the airport we had missed our flights, had to incur additional costs of a hotel, rebooking flights, etc.I've contacted Hertz in hopes of making this right. Beyond the gentleman on the help line, none of their team is being helpful to this point. Originally, we spoke to them to get a refund, but we do not feel as though the tow should be on us, as we weren't notified of the charge. The helpline employee made it seem like the cost would be on them.After emailing several times, they've exclaimed that the charges are "correct," and we're still looking to get the refund of the tow. I've attached the receipts for the original cost and the latter cost. Your help is appreciated in the matter.
Business Response
Date: 04/11/2024
BBB Case 21543290
RR No: 105608101

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

Our records show that you did not contact ************************** until the fourth day. Please note that you are responsible for the vehicle while it is in your possession and as you did not purchase the Premium ************************** (PERS) coverage, the charge is correct and no refund is possible. 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:04/07/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I reserved a Hertz car rental for 3 days in ***** on 2/27/24 through AAA as I am a member. The reservation total was $124.53. This matched the attached rental record receipt I received when I picked up the vehicle (Rental record number *********). When I returned the vehicle and was about to board my plane, I received a receipt from Hertz in the amount of $405.53. I repeatedly called and emailed hertz to discuss the unauthorized and inaccurate charge on my credit card but they did not return my calls or emails. I reached out to AAA to connect with Hertz and was not successful in receiving my full refund of the $281 they illegally charged to my account even after providing the documents attached to this complaint record. My credit card company is aware of the illegal transaction made by Hertz and I am in the process of disputing the charge. I am requesting Hertz to refund me the full amount of $281 they owe me for overcharging my account.
Business Response
Date: 04/25/2024
BBB Case 21543231
Rental Record 109332370

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

I apologize for the discrepancy in the charges. Upon review,our records indicate you have been refunded $281.27.

Thank you for contacting us.
Customer Answer
Date: 04/26/2024

Better Business Bureau:

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

Sincerely,

*****************************
Initial Complaint
Date:04/07/2024
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 Dates 03/23/24-03/29/24 Total money spent $556.63 Rental Record# ********* The first issue is the lack of abilities to check in and I had to call the 800# instead of them correcting an issue at the counter. Wasting over an hour of my time. The main issue is that I was stranded late at night in a remote part of ******, but was able to limp the car back to my hotel. The car broke down multiple times while driving at night. The issue is possible improper maintenance to the vehicle leaving my family and I in an unsafe situation 2.5 hours from the hotel in a desolate part of ******. There was a lack of sympathy or compassion from Hertz. I requested at least one day of rental cost ($79.00) reimbursed to me without a valid response to cover the cost of that rental day out of seven days. No communication has been received in the last seven days of trying to get a response from Hertz.
Business Response
Date: 04/11/2024
BBB Case 21542385
Rental Record 107055034

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

I apologize for any issues with this rental. All Hertz vehicles are to be thoroughly cleaned, serviced and in good mechanical condition before being released for rental. We always want to provide quality vehicles. However, if you do encounter any maintenance or mechanical issue while on rent, it is to be reported to our ********************************* (ERS) for assistance. Their number is located on the first page of the rental agreement. I could not locate an ERS report concerning the rental. As a goodwill gesture, I have issued a refund in the amount of $79.51. The refund should post on the billed credit card within the next 7 business days.

Thank you for contacting us.
Initial Complaint
Date:04/07/2024
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.
Hertz Rent A Car is practicing prejudice and discrimination when it comes to African Americans female that once used their services while working . They have selectively set my name to a do not rent black list . They have insisted that there was a traffic toll however they have refused to remove my name from their DONOT RENT list, The telephone number that they gave was ************, The email address is ************************************************************* This number represented Hertz Thrifty Dollar ; This has gone on since ********************************************************* whenever they like .;I would like this company to remove my name from their Do Not Rent list that seems to target me when I need to rent a car in theUSA;Their consistent price hikes and excessive fees should make any customer turn away and refuse their services, they have never revealed to me why I should be charged over $800.00 a day for a car and believe that they can demand this amount from every time I try to rent at one of their cars at the airport; They have set this up over 10 or more occasions at major airports, this type of action is considered to be a fraud and scam because it never ends!I am requesting that they provide me a written statement to confirm my name and drivers license number from ******** and Colorado is removed from their lists; They have remained unreachable and refuses to respond to my requests!
Business Response
Date: 04/11/2024
Complaint ID: ********
RR#: 913480551

A review of our records indicates you have an outstanding balance of $109.25 with Dollar Rent A Car for a rental from ********, ** that took place 08/01/2018 - 08/03/2018 (see attached). Our records indicate you initiated a chargeback in August ****************************************************** payment not received. This balance is currently in collections with JNR ************** You will need to call them at ************. Once Hertz/Dollar is notified that the payment is made your rental privileges can be reinstated.
Unfortunately I was unable to find a Virginia driver's license in our records by your name, therefore I am unable to advise if there is a rental suspension on that driver's license number. Please provide your VA driver's license number and we can check by that number as well.
Customer Answer
Date: 05/09/2024

Complaint: 21541621

I am rejecting this response because:
Dear Hertz Rent A Car:

This is very first time that I have received the BBB's reply to my Herz Rent A Car complaint. The Vehicle was never Rented as a Hertz Rent A CAR by Me, *************. The record is not a record that is authetic and real. I do not show any history of this particular rental in my history. Hertz in ************* I have requested a copy of this so called bill and they have produce a fake rental agreement that I did not make or create.

I did not agree that this is my bill and I am asking that Hertz and their partners remove me from your Do NOt Rent list. My type of work (job) requires that travel of all types and places are open and are not obstructed by unrealistic scams to destort money and manipulate my credit history that I have amongst various travel companies.

Business Response
Date: 05/13/2024
Complaint ID: ********
Dollar RR#: *********
This correspondence is being sent in response to Lo *****.
Please find a copy of your signed rental contract for RR# ********* which took place with our ************* in ************ on 08/01/2018. As previously advised, the charges are valid and are currently outstanding. Please contact the provided collections agency in order to settle the balance. While we understand our previous response was not the desired outcome, we must advise that our decision and response remain unchanged. 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:04/06/2024
Type:Order 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 Rental Agreement #L64130581 We made a Hertz reservation for a 1-way car rental from ************, ** to *******, **. The reservation system showed we could pick up in ************ at 12:30pm, returning the car to the Hertz location in ******* by 11:30pm on Friday, Dec. 1, 2023. We made this reservation & picked up the car at 12:28pm in ************, signing a 1-day rental contract for $320.40, with the contract clearly stating 1 day, the price, and that the car is to be returned in ******* by 11:30pm the same day. The car was returned to Hertz in *******, ** on 12/01/23 at 9:15 pm & the key placed in the drop box, fulfilling the requirements of the 1-day rental contract.To our surprise, an additional charge of $760.67 appeared on our credit card on Monday, Dec. 4, 2023. We called Hertz **************** & were told to call the pickup location, who told us to call the ******* office. The employee in ******* said that they charged ** for the entire weekend (2 additional days) because there was no Hertz employee working over the weekend when the car was returned.At no time when the reservation was made online or when the car was picked up were we told that we would be charged for Hertzs lack of an employee to work over the weekend. The contract we signed in ************ very clearly indicated a 1-day rental if returned by 11:30pm Friday, 12/01/23; which we fulfilled.We are filing this complaint in hope that we will receive a refund for the extra $760.67 & that Hertz will be stopped from continuing this deceptive practice. A company the size Hertz certainly has a technology ***** capable of programming the reservation system to look up office hours at a drop-off location and disallow a return on a Friday night after closing (the online reservation ***************** issued at pick-up should have only allowed a drop-off on Monday, Dec. 4, listing the price of a 3-day rental). It certainly appears that Hertz is using this ploy to fraudulently overcharge.
Business Response
Date: 04/16/2024
BBB Case 21540551
Rental Record L64130581
This is in response to Sierra ********************** location has issued a refund today. Please allow 7 business days for it to post on the billed credit card. I have attached a copy of the updated receipt.
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,

Sierra *****

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Hertz is NOT a BBB Accredited Business.