Complaints

This profile includes complaints for Hertz's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Hertz has 2324 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Hertz

  8501 Williams Rd Estero, FL 33928-3325

• 

  Hertz

  PO Box 31166 Tampa, FL 33631-3166

• 

  Hertz

  2905 N 32nd St Fort Smith, AR 72904-4202

• 

  Hertz

  114 International Way Huntsville, AL 35824-0000

• 

  Hertz

  315 Malalpine Cresent Fort McMurray, AB T9H 4Y4

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:08/28/2025

  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.

  promised credit to our cc from Hertz for gas to total of $27.92 since July 25, 2025. After multiple contacts with Hertz customer service and told to wait 3-5 days for the credit, we still do not have it.
  See attached documentation with more detail. No advertising was involved.

  Business Response

  Date: 08/29/2025

  BBB Complaint : ********
  Rental Record : *********
  
  Thank you for contacting us. We appreciate the opportunity to review your concerns.
  
  We sincerely apologize for any inconvenience this may have caused.
  After reviewing our records, we can confirm the following refunds have been processed to your account:
  
  $9.49 on July 25, 2025
  $9.49 on August 19, 2025
  $18.40 on August 27, 2025
  
  These refunds total $37.38.
  
  Please allow up to 7 business days for the most recent refund (processed on August 27) to appear on your account. If you do not see the credit after this time, we recommend reaching out to your financial institution for further assistance.
  
  Thank you again for bringing this to our attention. We appreciate your patience and understanding.

• Initial Complaint

  Date:08/21/2025

  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.

  This is in reference to ************* Case Number ******** and ********************** Number L3011480618. I rented a vehicle through Lyfts Express Drive program, partnered with Hertz. Last week, my Lyft account was placed on hold, preventing me from giving rides. Lyft instructed me to schedule a return, which I did, and I returned the vehicle to Hertz on August 19, 2025.Despite this:1.I was billed for a week I had already paid for but was unable to drive because my account was on ******** am continuing to be billed for a car that Hertz has been in possession of since August 19, 2025.I have documentation confirming all of this, including proof of payment through both my Lyft billing history and my bank statement, as well as account hold notifications from Lyft and the return confirmation.Resolution Requested:I am seeking a refund or adjustment for:The week I was unable to drive due to the account hold, which I had already paid for.Any ongoing charges for the vehicle after August 19, 2025, when it was returned.I request that Hertz acknowledge these charges as incorrect and make the appropriate adjustments.Ive provided Lyfts billing history that shows the balance remaining as $248 as all the other portions were covered. I also have the incoming message telling me to return the car, and the date they provided me using their online portal. Further more several dates I am billed for were already previously paid for and the billing continued on after the vehicle was back in their possession. I also have bank statements that confirm all the billing occurrences Lyft has noted.

  Business Response

  Date: 08/27/2025

  Complaint ID: ********
  ********************** RR#: 119580020

  This correspondence is being sent in response to a query made by ****** ********. Thank you for allowing us the opportunity to review your concerns. 
  
  Thank you for reaching out regarding your recent rental experience through Lyfts Express Drive program in partnership with Hertz. We appreciate the detailed documentation youve provided and the opportunity to review your concerns.
  

  After a thorough investigation, including feedback from the rental location, wed like to share the following findings:
  

  * Our records indicate that although you submitted a request to return the vehicle prior to leaving town, the vehicle remained at your residence for over a week and was not picked up during that time.
  

  * When you visited the location to discuss the matter, it was confirmed that no tow request had been logged in our system (ERS), and you were unable to provide a case number to verify the request.
  

  * Because the vehicle remained in your possession until it was physically returned on August 19, 2025, billing continued in accordance with the rental agreement. Charges are assessed based on possession and return confirmation, not on the intent to return or submit a tow request.
  

  * Additionally, there was no recorded activity on the rental between August 68, which further supports the conclusion that the vehicle was not in active use or returned during that period.
  

  We understand this situation may be frustrating, especially given the hold placed on your Lyft account. However, based on the information available and the absence of a confirmed tow request, the charges incurred during this time are considered valid.
  

  If you have additional documentation that may support your claimsuch as a tow confirmation or case numberwed be happy to re-review your case. Otherwise, we regret that we are unable to honor the refund request at this time.

   

  Customer Answer

  Date: 08/27/2025

   
  Complaint: 23780979
  
  I am rejecting this response because:

  Dear BBB and Hertz Executive Team,
  
  Thank you for your response. I must clarify that the points raised in Hertzs reply are not relevant to my complaint.
  
  
  There was never any tow request or leaving town scenario. The vehicle was returned according to Hertzs instructions, and the return date was established through Hertzs own system. I have screenshots confirming that I followed the return scheduling prompts exactly as instructed.
  My complaint is about billing errors, specifically:
  
  Duplicate charges for the week of August 714, 2025, which I already paid through Lyft (as documented in Lyft billing history and my bank statements).
  Charges after the vehicle was returned on August 19, 2025, which are invalid because Hertz had possession of the car. I have over half a dozen responses where Hertz refuses to acknowledge the duplicate billing even after requesting and receiving proof of the charges. 
  
  The correct total due for this rental is $248. I am again requesting that the billing be corrected to remove:
  
  The week already paid through Lyft
  Any charges after the vehicle was returned
  
  
  Hertz has all the documentation necessary to see this error. The continued billing beyond these points is inaccurate and has created unnecessary frustration and financial hardship. I respectfully request immediate correction of my account and a written confirmation that the matter has been resolved.
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 08/28/2025

  BBB Case 23780979 
  RR No: 119580020 
  
  This is a response to ****** ********, 
  
  I appreciate this is not the response you were anticipating; however, I want to assure you this matter was treated with the utmost importance and our decision is based on the exhaustive review carried out. The Hertz Executive team is empowered to assist all customers on behalf of our senior leadership team and does its best to ensure all inquiries/concerns are thoroughly reviewed and researched for an accurate outcome. Please be informed that adjustments, credits, and refunds are based on documented information, which, in this case, did not support compensation. Although this resolution is not what you prefer, I hope you will understand our position on this matter. 
  
  Thank you for contacting us. 

  Customer Answer

  Date: 08/28/2025

   
  Complaint: 23780979
  
  I am rejecting this response because:

  I cannot nor should I be expected to pay for the same time period twice. Charging a customer in duplicate and refusing to correct it is tantamount to fraud. 

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

• Initial Complaint

  Date:08/21/2025

  Type:Billing 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 am filing this complaint regarding Hertzs repeated and unjust attempts to hold me responsible for vehicle damage that I did not cause. Despite providing clear evidence that the vehicle was returned in good condition, Hertz continues to pursue me for payment, which I consider harassment.On the morning of July 4, 2025, I returned my rental vehicle to Hertzs *******, ****** branch. At the time of return, Hertz employee Mr. ******* personally inspected the vehicle in my presence. He confirmed that there was no damage and issued me a receipt reflecting the same. This document, issued by Hertz itself, is proof that the vehicle was accepted in good condition when returned.Later that evening, I unexpectedly received an incident/damage report from Hertz. Confused, I immediately sent an email to Mr. ******* asking why I had received such a report when the vehicle was returned in good condition and had already been cleared. To date, Mr. ******* has never responded to my email. I have not spoken with him or any other Hertz representative in person about this matter.Despite this, Ms. ******* ********* from Hertz continues to demand payment and has gone so far as to claim that I am responsible under their contract, effectively creating a false and fabricated narrative to justify holding me accountable. Their refusal to acknowledge their own employees inspection and clearance undermines the credibility of their process and unfairly shifts liability onto **** am a Hertz Gold Member for over 25 years and have never experienced such treatment. I respectfully request the Better Business Bureaus assistance in ensuring that Hertz closes this baseless claim and ceases all further harassment for damage that I am not responsible for.Sincerely,******* *******

  Business Response

  Date: 08/22/2025

  Complaint ID: ********
  ********************** RR#: 935235560

  This correspondence is being sent in response to a query made by ******* *******. Thank you for allowing us the opportunity to review your concerns. 

  We understand you are concerned about the damages being billed on your recent rental in ********  Upon receipt of your inquiry, we immediately reached out to our General Manager over the branch as well as our Subrogation team for their further review and assistance. Based on their investigation of the matter, the damage claim is valid. 

  All Hertz vehicles undergo a strict pre and post rental inspection. During the pre-rental inspection, which took, place on 06/30 before the rental was released under your contract, no damages were found on the vehicle. However, at the time of your return on 07/04/25, new damages were noted on the left rear bumper. Please find attached the pre-rental and post-rental vehicle photos showing the new damage. Additionally, we have attached your Signed Rental Agreement (SRA) which outlines the customers responsibility for any damages or loss occurred duing the time in which the vehicle is in their possession. 

  Further, our records show that you were contacted and notified of these damages via phone conversation at which time you acknowledged the damages. For assistance with this claim, please follow up with our ESIS team directly at ************. 

  Customer Answer

  Date: 08/22/2025

   
  Complaint: 23778381
  
  I am rejecting this response because:

  As I mentioned earlier, on the morning of July 4, 2025, I returned my rental vehicle to Hertzs *******, ****** branch. At the time of return, Hertz employee Mr. ******* personally inspected the vehicle in my presence. He confirmed that there was no damage and issued me a receipt reflecting the same. This document, issued by Hertz itself, is proof that the vehicle was accepted in good condition when returned.

  
  Later that evening, I unexpectedly received an incident/damage report from Hertz. Confused, I immediately sent an email to Mr. ******* asking why I had received such a report when the vehicle was returned in good condition and had already been cleared. To date, Mr. ******* has NEVER RESPONDED to my email. I HAVE NOT SPOKEN with him or any other Hertz representative in person about this matter and HAVE NEVER ACKNOWLEDGED that I caused the damage as I have not. That is a BASELESS, FALSE, AND FABRICATED narrative. The post pictures you attached were taken later in the day when Hertz had possession of the vehicle since morning. How can you guarantee that the damage was not caused in your possession, after I returned the vehicle in good condition? 

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

  Business Response

  Date: 08/26/2025

  BBB Complaint ID:  ********

  Rental Agreement No:  935235560

  Thank you for your response. We appreciate the opportunity to review your concerns regarding the above-referenced rental agreement.

  After a thorough review of your documents and consultation with our Damage Claims team, we have confirmed that the damage claim is valid. For your reference, all supporting documents have previously been shared and remain available for your records.

  For further assistance with this claim, we kindly ask that you contact our claims administrator, ESIS, directly at ************. They will be able to provide detailed support and guidance regarding the next steps.

  We understand this may not be the outcome you were hoping for, and we sincerely regret any inconvenience this may cause. Nonetheless, we hope you will understand and respect our position on this matter.

  Kind regards

   

  
  

  Customer Answer

  Date: 08/27/2025

   
  Complaint: 23778381
  
  I am rejecting this response because:

  As I have mentioned many times before I have not caused any damage and am not responsible for it. The car was returned in the same condition I rented it and it was checked by and confirmed by Hertz employee, Mr. *********************************************** *******

• Initial Complaint

  Date:08/19/2025

  Type:Billing 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 did a car rental through *************, they sent me a confirmation with the total due at the time of turn in of the car, which clearly shows $651.38. When the car was turned in, which was earlier than what I noted on the rental agreement, they then sent me a receipt. It showed that they billed my credit card $886.59. Along with an incorrect turn in time. I filed a dispute with my credit card company showing documentation of the rental agreement. Hertz, I have called the customer service center twice about this. Calling Saturday August 9th Ref #********. They stated that a credit would be issued. No credit was issued. I then called Tuesday August 12th Ref#********, they said it would be escalated so that I can receive the credit. Again, no credit was issued. She also stated that I needed to send documentation, so I emailed Hertz customer service the picture showing the total from *************, which clearly showed the $651.38. The reference # is ********. I clearly have all documentation and it should be $651.38.I am asking for a credit back to my credit card.Pricline rental agreement K98440504C6

  Business Response

  Date: 08/22/2025

  BBB Complaint: #********
  Rental Record: *********
  
  After reviewing your inquiry, we contacted our management team in ***********, ID for further clarification. They confirmed that your rental rate of $651.38 was honored for the scheduled 8-day rental. However, this rate did not include applicable taxes and fees, which are outlined below:
  
  ******************* Concession Fee: $80.43
  
  State Tax: $50.18
  
  Contract Facility Charge (CFC): $32.00
  
  Please note that the City requires all car rental companies to collect the **** In certain states or cities, local renters may be exempt. A local renter is defined as someone who did not arrive by air within 24 hours of the rental and has a local zip code on their drivers license.
  
  Additionally,our records show that you added an additional driver for the week at a cost of $65.00, bringing your total to $813.99.
  
  Based on this information, all charges appear to be valid, and we respectfully decline your request for a refund.
  
  We understand this may not be the outcome you were hoping for, and we truly regret any inconvenience caused. Thank you for your patience as we worked to address your concerns. 

  Customer Answer

  Date: 08/22/2025

   
  Complaint: 23740374
  
  I am rejecting this response because:

  There was only one driver and I was under a contract with Priceline and it clearly states the amount that I would owe on the contract.  Also comparing the invoice, there are charges on there that have no description of what they are.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 08/25/2025

  Complaint ID: ********
  ********************** RR#: *********

  This correspondence is being sent in response to ******* *******. 

  Please find attached a copy of your rental invoice for your review and record. This document was provided by the licensee owners in ***********. As previously advised, the charges are considered valid and correct. We apologize for any confusion or frustration this may have caused. 

  Customer Answer

  Date: 08/25/2025

   
  Complaint: 23740374
  
  I am rejecting this response because:  The main contract is through Priceline and it clearly states the amount to at the time of turn in.  I have contacted my credit card company and filed a dispute between what you charged and what the contract through Priceline is.  Again. There was only one driver, not two.  I will keep disputing the extra charge.  The Priceline contract is what should be honored. 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 08/27/2025

  BBB Case 23740374 
  RR No: ********* 
  
  This is a response to ******* *******, 
  
  I apologize for any confusion. Please note that the prepayment with Priceline does not include any additional services received at pickup. In this instance, an additional driver was added at pickup resulting in an additional charge of $65.00 and associated increase in taxes and fees. The booked rate and taxes were paid and honored as reserved; however, the prepayment did not cover this add-on and its taxes. While I regret this is not the desired outcome, I hope you will understand our position in this matter. 
  
  Thank you for contacting us. 

• Initial Complaint

  Date:08/11/2025

  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.

  I booked a rental for mid-sized SUV with car seat rental on 5/23 in Bordeaux France through Hertz.com for my family for 433.12 (Prepay of 378.28, Booking #***********). I prepaid the rental, and per Hertz policy the reservation and rental are held to the end of the business day. When I arrived Hertz had rented the car I reserved, cancelled my reservation, and refused to honor the rate to rent a new car. I was charged a significantly higher rate to rent a compact car, a MINI, nor was I refunded for the deposit. The New booking was ***********, and I was charged $780.75 of which $356.40 was charged by Hertz France, and 424.35 was charged by 'Hertz Rental Car' - See attached CC statements. I was therefore out of pocket $1,159.03 to rent the compact car, after having booked an SUV for $433.12
  
  We were on a 2 week vacation, the luggage couldn't fit without being piled on laps/around children's car seat, and we were meant to take day trip excursions with grandma, which we had to cancel because we could not fit 3 adults and 2 toddlers in car seats in the car. It was wholly inadequate for our needs.
  
  I initially called Hertz 7/14 and got no where with customer service. I called back to the number listed on the BBB website and on 7/15 and was promised a full refund of all Hertz rental charges, and a request for refund for 'Hertz France' charges.
  
  I have since only received a partial refund: 378.28 for the prepaid deposit from 'Hertz rental car', and 319.08 from 'Hertz France.' When totaled, I was still charge more for renting Compact car, smaller than what I had booked.
  
  Subsequent emails with Hertz customer service yielded nothing. I called back to customer service on 7/29 and spoke with Oscar. He again confirmed Hertz's error, apologized for all the time spent trying to resolve this and said an additional partial refund had been made on 7/18 and that the balance would be refunded on 7/29. To date (8/11/25) I have not received any additional refunds.

  Business Response

  Date: 08/21/2025

  COMPLAINT ID: ******** 
  RR: ********* 

  
  Thank you for your patience as we reviewed your concerns regarding your rental experience in Bordeaux, France. 
  We sincerely apologize for the inconvenience you encountered. A review of our records indicates the following refunds were issued to your credit card by our Customer Service team.
  
  €276.00 EUR on July 15, 2025  
  $424.35 USD on August 15, 2025
  €28.20 EUR on August 19, 2025
  
  Please allow up to seven business days for the amounts to reflect on your account, depending on your financial institution. 
  

  We understand how disruptive this situation was and appreciate the time you've taken to bring it to our attention.   
  

  
  

  Customer Answer

  Date: 08/21/2025

  
  
  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.

  Thank you to the Better Business Bureau.

  
  
  
  Sincerely,
  
  
  
  Ollie Z********

• Initial Complaint

  Date:08/09/2025

  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.

  rental record number is 115635505 and it was for a GMC Terrain 2025
  
  Today I learned that the car was in a repossession status when I called in, after I noticed the theft lock was activated when I tried to use the vehicle 8/8/2025. I talked to “on star” as well as hertz customer service, and the exact hertz location I picked up from, so that I can clear up any issues and extend. At that moment I was told that the car had to be returned immediately to be closed out. I inquired about them unlocking the car so I can drop it off myself as opposed to having to call a tow truck, or hertz having to call and I accrue more charges. I also assured customer service, as well as the branch that I would have the car back today by whatever means I had to. To close out the contract and reserve another rental to pick up.
  
  I left for work for a couple hours to find my friend that tows for cheap, only to come back to the car being gone with all my belongings in it. I NEVER received a call, email, text message, etc about the status of the rental, because if I did, I would’ve handled it before it ever got to this point. Also being a black man riding around, unbeknownst to me, in a vehicle that had been unnecessarily reported stolen or something along those lines is life threatening. If I would have gotten any kind of communication that I needed to bring it back or couldn’t extend prior to today, the car would have been returned without incident.
  
  Nonetheless I had some expensive and personal items that I need back immediately. The car was taken before I had a chance to remove my things or return it myself the same day, like I said I would. I expect my things in a timely matter. this is a list of what was in the car
  
  1. Cartier Sunglasses w/ white Buffalo tusk arms $3000
  2. New Nike Air Force Ones in the box $140 size 10 1/2
  3. Versace Eros Cologne $150 3.4L
  4. Mail and personal papers/bank correspondence letters (Navy federal and more)
  5. Miscellaneous items $120 (medical in jar)

  Business Response

  Date: 08/13/2025

  BBB Complaint: #23723004
  Rental Record : 115635505
   
  Thank you for contacting us. We appreciate the opportunity to review your concerns.
   
  Please accept our sincere apologies for the frustration this situation has caused.
   
  Upon receiving your inquiry, we contacted both our Marietta, GA management team and our Vehicle Control team for clarification. It was confirmed that your rental was scheduled from July 23 to July 24, 2025, but the vehicle was neither extended nor returned to the branch. Our Vehicle Control team made several attempts to reach you regarding the rental status; however, the phone number on file was found to belong to someone else, and no email address was listed. As a result, a repossession vendor was engaged on August 8, 2025.
   
  Regarding your personal belongings, the Marietta team advised that once the vehicle was recovered from the tow yard, only a box of shoes was found inside. To proceed with retrieving your item, please submit a Lost & Found ticket by following this link : lostreturns.com/index.php?page=Partners.BrandVideoLayout&Key=e78293330ea99e112f4d4ee1edc45153733cc650 
   
  Once your claim is submitted, kindly reply back in your BBB complaint with the lost and found claim number you are assigned so that we may have a member of our Lost & Found team contact you to schedule a pickup date and time.
  
  

  Business Response

  Date: 08/18/2025

  BBB Complaint ID:  23723004

  RR:  115635505 

  Thank you for contacting us.  We appreciate the opportunity to review your concerns. 

  We have notified our Lost and Found team regarding the forms you previously submitted and have requested that they contact you directly to schedule an appointment for retrieving your shoes. After a thorough review with management, we can confirm that no additional items were found in the vehicle or are in Hertz’s possession. While we understand this is not the out come you were anticipating, We hope you will respect our position on this matter.

   

  Kind regards

  Customer Answer

  Date: 08/18/2025

  
  
  Complaint: 23723004
  
  
  
  I am rejecting this response because:
  
  
  MY ITEMS WERE IN THE VEHICLE!!!! How could you have the shoes and not the rest of my belongings? My glasses, my cologne, my mail with my personal information, my medications? But just the shoes were found?!!!! I need to be compensated for my things and I’ve already contacted legal representation at this point. You will NOT get away with this. I will not let my hard earned money go to waste because of this companies blunders. I will not let the dangerous situation that Hertz put me in go unnoticed. I tried to let this company show some ethics but I’m done with the back and forth, this response is an insult to me, as if my belongings were not in the vehicle but only found one of the things listed. I’m contacting my lawyer and yes I want my ****** shoes back like I want the rest of my ****!!!!
  
  Sincerely,
  
  
  
  Terrell Northington

• Initial Complaint

  Date:07/14/2025

  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.

  Dont rent from here! Rihanna is the GM and very discriminating against people with disabilities. We rented a truck that had nothing but mechanical issues and ended up with a blown engine in the middle of Utah. I called Hertz roadside assistance. They told me you’d be up to nine hours before they could get a rental truck out to me and expected me to wait in over 100° heat with a a two month old infant daughter. They completely overlooked this documentation and are trying to charge me for a complete new Engine in this vehicle. On top of that day, we’re very discriminatory about the miles that were driven since it was Cross country trip and they said I was “running drugs” because apparently I drove on the highway. The contract clearly states “unlimited miles” so why am I being harassed and called a drug runner. They stated that I was belligerent and demanded money off of my bill. Every time I spoke to them, which I asked to be refunded for the fees that I put out for the tow truck because Hertz rental couldn’t get a tow truck and a timely manner. They also me accusations that I hired someone to sneak into the dealership take the keys of the truck and go have it clean before it was given to hertz.
  They tried to charge numerous extra fees stating that my service dog was not allowed in any of their vehicles and I would be charged $1000 fee if I let her in there. This is a disability discrimination.
  Then they made a report to put me on the do not rent list because I challenged all of these false accusations Which interferes with my ability to run my business because I’ve used her for years and spent about $50,000 a year on rental trucks. Overall, the treatment and lies from this woman should be investigated, I am In the process of hiring attorney to file a civil lawsuit, naming Hertz and this manager as a key instigator..
  Hertz is allowing this discriminatory behavior to continue by allowing the following:
  See attached pictures

  Business Response

  Date: 08/01/2025

  Complaint ID: 23598736

   

  We are currently reviewing this matter and hope to have a response for you in the coming days. Thank you for your patience and understanding. 

  Business Response

  Date: 08/04/2025

  This correspondence is being sent in response to a query made by Kelee H******. Thank you for allowing us the opportunity to review your concerns. 
  
  We sincerely apologize for any frustration or inconvenience caused by the additional charges applied to your rental, as well as the suspension of your rental privileges.
  
  Upon reviewing our records, we confirm that the vehicle assigned under Rental Record #960824384 was provided in fully detailed condition and excellent working order, with an odometer reading of 6,584 miles. The vehicle was scheduled to be returned to our Cincinnati location on June 20, 2025, but was instead returned to our Grand Junction, CO location on June 25, 2025, with an odometer reading of 28,836 miles.
  
  During the rental period, no arrangements were made with Hertz to perform an oil change despite the significant mileage accrued. Following mechanical issues, the vehicle was towed and assessed for repairs, which totaled over $14,000 in engine-related damage.
  
  Additionally, the vehicle was returned with exterior body damage and required extensive interior cleaning beyond our standard detailing procedures. Hertz vehicles are thoroughly cleaned and serviced prior to each rental, and we ask that customers return them in a similar condition. While we understand normal road grime may occur, excessive pet hair and other contaminants require additional cleaning efforts, which may result in a cleaning fee.
  
  Please note that Hertz welcomes both service and non-service animals in our vehicles. However, to avoid additional charges, we ask that customers ensure the vehicle is free of excessive pet hair upon return. This policy is outlined in our rental terms and conditions.
  
  Our review with management teams in both Cincinnati and Grand Junction also revealed that interactions with staff at these locations became escalated, involving inappropriate language and behavior. Furthermore, a chargeback was initiated on this rental, and a remaining balance of $604.35 is currently outstanding.
  
  Due to the condition in which the vehicle was returned and the nature of the interactions with our staff, the decision to suspend your rental privileges has been upheld. We acknowledge that an appeal was submitted; however, after careful consideration, the suspension will remain in effect.

  Customer Answer

  Date: 08/04/2025

   
  
  Complaint: 23598736
  
  
  
  I am rejecting this response because: Hertz is ignoring the complaint about the false allegations of drug running, filing a false police report, and the fact they made up this elaborate story about someone sneaking into the dealership after the vehicle was dropped off and falsely accuse us of damaging the vehicle after it sat at the dealership for almost a week.  They are ignoring the fact that I have all my calls with their employees recorded and it shows their true behavior. Yes, I did get angry but said this is Bullshit. I didn't call anyone names. Would you if no one would do their jobs and listening to all the false accusations by this hertz location. Good thing It's all about to go viral with the news, TikTok, and much more. I held off showing the true discriminating behavior that hertz engages in on a regular basis, but Ohio AND Ky have picked up ADA violation charges against them for their behavior and I am moving forward with a civil suit. Most people would just let this go and the behavior of this company and its employees fade into the sunlight but not me.

  ADDRESSING THE OIL CHANGE. I have emailed the receipts multiple times showing the oil changes that I paid for and haven't been reimbursed for. You completely ignore them. I have recordings of me and Jamie (Hertz Manager) where I asked her about oil change voucher, she told me this location doesn't provide them so I would have to pay for it and get reimbursed. I HAVE RECIEPTS WITH THE VIN NUMBER SHOWING OIL CHANGES WERE PERFORMED.

  What does hertz have to say about the false allegations by their employee stating we are running drugs in their trucks??? 

  What does hertz have to say about all the discriminatory comments made by their employees that I have recorded??? 
   Hertz has no integrity and is trying to cover up because they know what is going on is downright wrong.  At this point, I will move forward with the ADA violation charges and the pending civil suit against them for the behavior. Note: They have multiple lawsuits against them right now for the exact same issues I am dealing with. 
  
  Sincerely,
  
  
  
  Kellee M*****

  Business Response

  Date: 08/07/2025

  COMPLAINT ID:********
  RR:*********
  
  

  Thank you for your continued correspondence.

  We have conducted a thorough review of the concerns you raised, including the allegations involving our staff, the vehicle return process, and reimbursement for oil changes. After careful consideration of all available information, including internal documentation and communications, we must respectfully inform you that our position remains unchanged. 
  We understand the seriousness of the claims you've made. However, based on our investigation, we have found no evidence to support the allegations of false police reporting, discriminatory behavior, or misconduct by our employees. Regarding the oil change reimbursement, we have reviewed our records and have not received the documentation necessary to process reimbursement. Please be advised that this response represents our final determination on this matter. We will not be engaging in further correspondence regarding this complaint. 

  We appreciate your feedback and regret that we were unable to reach a resolution that meets your expectations. 

  Customer Answer

  Date: 08/11/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:you have not conducted a proper investigation because no one ever contracted me regarding all the documents I have in my possession. Just like you are trying to Blame me for a blown engine and we did an oil change. I have recordings of this discriminating behavior but all I get is responses like the one above. At this point, I have filed complaints with the FTC, Kentucky civil rights and my lawyer is drafting a complaint to file in court. Thank you 
  
  
  
  Sincerely,
  
  
  
  Kellee M*****

• Initial Complaint

  Date:07/11/2025

  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.

  Here is a copy of my letter to Hertz corporate:
  To whom it may concern,
  
  My name is Larry R***. I made a reservation and rented a car from your company on 7/1/2025 at the Chicago O'Hare Airport. I signed all the paperwork and rented this car from 7/1/2025-7/4/2025.
  
  The person that assisted me asked me if I wanted to prepay the gas for this car. I told her absolutely not; I will take care of this on my own. She replied are you sure, the prices are running about $3.59 cents per gallon? I once again replied no, I will take care of it on my own.
  
  I received my final bill, (see attached) only to find out that I was charged $53.05 for the prepayment of gas. I filled up the gas before I turned in the car!
  
  I contacted Hertz customer service and spoke to a representative from Central America who was of no help. I then chatted with Hertz customer support and they couldn't help me.
  
  This email is about the fact that I have been cheated out of $53.05. It is about the principal not the money. I always considered Hertz to be a reputable company, however after this incident and the lack of assistance I have lost my trust in your company.
  
  If you will not resolve this I will report this incident to the BBB, and numerous review sites.
  
  I have attached the supporting documentation including the charge to my credit card. I can be reached on my cell phone at (954) 880-2319 or the email address I sent this email to.

  Business Response

  Date: 07/16/2025

  COMPLAINT ID: 23582658 
  RR: 104505752 
  
  
  Thank you for contacting us. We appreciate the opportunity to review your concerns. 
  Please accept our apologies for any misunderstanding regarding the fuel charge. After reviewing our records, we found no fuel charge applied to your rental. For your reference, we’ve attached a copy of your invoice. 
  Thank you again for contacting us. 
  
  

  Customer Answer

  Date: 07/16/2025

   
  
  Complaint: 23582658
  
  
  
  I am rejecting this response because: AS YOU CAN SEE FROM MY ATTACHMENT THERE WAS CLEARLY A FUEL CHARGE FOR $53.05 AND A TOTAL CHARGE FOR $261 ON MY CREDIT CARD.  THEIR DOCUMENT DOES NOT SHOW A BREAKDOWN OF CHARGES.   THEY CANNOT SEEM TO SHOW THE BREAKDOWN THAT IS ATTACHED TO MY COMPLAINT.   i FEEL THIS COMPANY IS VERY DISHONEST.
  
  
  
  Sincerely,
  
  
  
  Larry R***

  Business Response

  Date: 07/21/2025

  Complaint ID: 23582658
  Hertz RR#: 104505752

  This correspondence is being sent in response to Larry R***. 

  The document you have attached is the rental contract, which is the document provided at the time of rental. However, the invoice we provided in our last response is your final invoice which calculates the actual charges billed. As advised previously, the Fuel Purchase Option (FPO) was not billed at the conclusion of your rental. The prepayment of $161.67 was processed through Priceline and no additional charges were incurred. 

  Customer Answer

  Date: 07/22/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23582658, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Larry R***

• Initial Complaint

  Date:06/17/2025

  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 returned the car at ********************** and is was inspected by local rep. *** found nothing wrong with the car. Next day a claim was filed by Hertz showing picture of considerable damage on one site of the car.Hertz alleges that local inspection can miss details, but according to the pictures, it was impossible to miss that. I did not have any incident, so, something happened after I delivered the car and now blame is addressed in my direction

  Business Response

  Date: 06/20/2025

  BBB Case #: 23480561 
  RR# or ***** 813480710 
  
  This is in response to ******* *******. 
  

  Following a comprehensive review conducted in collaboration with our location management and Claims team, we have confirmed that your damage claim is valid. 
  

  To proceed, please continue working directly with the Claims team to finalize the resolution. Their contact information is included in the letter you received regarding the claim payment. 
  

  For your reference, we have attached a copy of the Vehicle Incident Report along with supporting photographs. 
  

  Thank you for contacting us. 
  

  
  

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23480561
  
  I am rejecting this response because they do not address my concerns:

  1.Mileage Disc***ancies:

  a. I returned the car with ***** miles.
  b. First mileage reference in the Hertz ***ort is with *******, 1.7 miles after I returned the car! Something happened during that 1.7 miles and they want to blame me
  c. Last reference, I guess on the ***air facility is ***** miles

  
  2. Car was inspected when I returned the car. I added the screenshot picture, it is clearly impossible for local *** to miss that damage during the onsite inspection.
  

  3. Their ***ort on the ***air shop added more pictures, adding all the details they found in the car, regardless they could have happened long time ago, still added to the ***air bill, which is another fraudulent action, added to the original complain.  
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 06/25/2025

  BBB Case #: 23480561 
  RR# or ***** 813480710 
  
  This is in response to ******* *******. 

  While we understand our previous response was not the desired outcome, we must advise that our decision and response remain unchanged. We appreciate this not the response that you were anticipating, however, we do want to assure you that the matter was treated with the utmost importance, and our response is based on the exhaustive review carried out. We hope you will respect our position on this matter as we consider it having been fully addressed and this matter closed. Further requests to revisit this matter will not be considered.

  Customer Answer

  Date: 06/26/2025

   
  Complaint: 23480561
  
  I am rejecting this response because:
  

  They are ***eating the initial ***ort over and over but they are not addressing the objective disc***ancies in the ***ort. Why not?

  I added screenshots from their ***ort

  Picture 1 group: I returned the car with ***** and hertz picture is *******. Last mileage is a shop location, 7 miles from the airport (***** miles, which makes sense)

  Picture 2: This is subjective, I know, but could the Hertz *** miss that damage and ***ort it onsite?

  Picture 3: The second fraud. They added five more damages to the ***air bill, not included in the original inspection

   

  Please, They have the obligation to clarify those disc***ancies, otherwise they are pushing for their Fraud

   

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

  Business Response

  Date: 07/08/2025

  BBB Complaint : 23480561
  Rental Record : 27349309
  
  Thank you for contacting us. We appreciate the opportunity to review your concerns.
  
  We sincerely apologize for the confusion and frustration this situation may have caused. After reviewing your concerns, we contacted our ***************** team. To properly address your issue, they are preparing a concise damage report for your review.
  
  We understand that damage claims can be frustrating, and we truly appreciate your patience as we work to resolve this matter. If you have any further questions regarding your claim, we recommend reaching out directly to our ***************** team using the email they previously provided.
  
  Thank you again for contacting us.

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23480561
  
  I look forward to Hertz acknowledging the mistake that has been made. 

  The claim report was filed 1.7 miles after I returned the vehicle, which still was locally inspected.

  Something happened in that 1.7 mile and some Hertz employee is trying to blame me.

  To make things worst! more damaged NOT included in the first report were added to the repair bill. Two fraudulent events in one incident

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

  Business Response

  Date: 08/04/2025

  Complaint ID: ********

  RR#: 813480710

  We have reached out to our ***************** Offices for their further review and assistance. We have since received their response and confirmation that the damage claim has been closed and you will not be held liable for the damage claim. With this in mind, you should not receive any further correspondence related to this matter. 

  We apologize for any misunderstanding or inconvenience caused. 

• Initial Complaint

  Date:06/06/2025

  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 the STL Lambert airport location on March 9th 2025. The car experienced hail damage on March 14th due to bad storms passing through the area. On March 16th, when the car was returned, the hail damage was reported in a Vehicle Incident Report (VIR; see attached document). After the VIR was completed, the individual aiding me noted that I had a loss damage waiver since I had rented the car from Hertz through AAA (this is one of the benefits included when renting through AAA; up to $5000 in financial coverage in case of damage). Evidence of the LDW is in the receipt I received on March 16th after returning the car (see attachment) as well as the VIR (see attachment in the insurance section).
  
  On June 2nd, I received an email out of the blue from a Damon Greenwood, an employee with the Hertz Damage Recovery team stating that Hertz had not received information from my insurance company to process the claim (see attachment). However, I never filed a claim because I had the LDW. At the time I returned the car, I was told nothing more was needed from me. He has since contacted me again stating that I did file a claim (not sure how they would know that) and that I need to give them my insurance information. I reminded him that I never filed a claim and that the copy of the VIR he sent even states that I had the LDW to cover the cost of damage to the vehicle ($735; see attachment). That was a few days ago and I haven't heard anything from them since. Any time I try to call to resolve this issue with Hertz, I am constantly getting the run around. The last time I called, I was told someone named Jimmy S****** was now handling my case. The phone number they gave to me to call is *************. Many people have reported this number as some sort of scam. Given all the information I have currently and my difficulty dealing with Hertz, I feel that I have no options left but to contact the BBB.
  
  Thank you for you help in this manner.
  
  Sincerely,
  **** ***********

  Business Response

  Date: 06/11/2025

  Complaint ID: ******** * 
  RR: ********* 
  
  Thank you for contacting us.

  We appreciate the opportunity to review your concerns regarding the damage charges associated with your recent rental. 
  Upon receiving your inquiry, we promptly escalated the matter to our Claims Management team for further review. We have since received confirmation that a member of our claims team will reach out to you directly to assist with this issue. 

  
  Thank you again for contacting us. 

  Customer Answer

  Date: 06/17/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Nobody from the claims team at Hertz has reached out to me. It has been 3 full business days since this message was sent, and I have not received any communication from Hertz.
  
  
  
  Sincerely,
  
  
  
  **** ***********

  Business Response

  Date: 06/18/2025

  COMPLAINT ID: 23433661 
  RR:*********  

  
  Thank you for contacting us. 

  
  Upon reviewing our records, we note that on June 10, 2025, the Claims Department Manager attempted to contact you via telephone and left a voicemail requesting a return call. A follow-up email was also sent on the same day. 
  A subsequent attempt to reach you was made on June 17, during which another voicemail was left, and an additional email was sent.  
  To ensure timely assistance with this matter, we kindly request that you respond directly to the Claims Department at your earliest convenience. 

  
  Thank you again for contacting us.  
  
  

  Customer Answer

  Date: 06/18/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The number that called me was ************. Caller ID lists it as Hertz DRU. That is not the Hertz Claims department. The available numbers for that department and related departments are 1-************ (First Loss of Notice), 1-************ (Hertz Claim Management Corporation), and 1-************ (Hertz Car Accident Auto Claim Help). I have not received any communication specifically from the Hertz Claims department or any of those other departments. Additionally, yesterday, I received in the mail a letter regarding this incident signed by a Brittany S******* (I will upload the letter later today when I have it in front of me). She does not appear to be an employee of Hertz but an employee at First Financial Assessment Management (a debt collection company based in Peachtree Corners Georgia), even though she apparently has a Hertz email address. Additionally, the PO box listed in the letter is PO Box 1113 Charlotte, NC 28201. This PO box is associated with Jefferson Capital Systems (another debt collection company). In the letter, they state that I did not have an LDW, however the receipt and VIR I initially attached to this communication (via the BBB website) clearly state that I did. I rented the car through AAA, one of the benefits being the LDW up to $5000 (see attachment). It also said in the letter that an invoice and method of payment document was included. Neither of those things were included. I have not been provided any sort of itemized receipt stating the repairs were conducted. Also, I still have not received any sort of answer as to why this is being dealt with so long after the VIR was filed. If I didn't have any LDW coverage, I would have had to either pay for the damage with the CC Hertz had on file or file a claim with my insurance shortly after the incident. None of this makes sense. For future contacts, please email me and make sure that someone from one of the aforementioned departments is communicating with me.    
  
  
  
  Sincerely,
  
  
  
  **** ***********

  Business Response

  Date: 06/23/2025

  RE:

  COMPLAINT ID: ******** 
  RR:*********  

  Our records indicate that on June 10, 2025, the Claims Department Manager attempted to contact you by phone and left a voicemail requesting a return call to (**** ********. A follow-up email was also sent that day.

  A second attempt was made on June 17, during which another voicemail was left and an additional email was sent. To ensure timely resolution of this matter, please contact the Claims Department at your earliest convenience.

  
  

  Customer Answer

  Date: 06/24/2025

  
  
  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. 

  On June 19th, I was able to find and respond to an email from Whitney Christian, a manager with the damage recovery team, who I assume is a member of the claims department. I am in contact with them now and will be communicating with them via email moving forward.

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