Business Profile

Auto Rentals and Leasing

Hertz

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Important information

Customer Complaint:
Hertz requests and BBB recommends that if you have any complaints or concerns, please contact Hertz's Executive Customer Service Team at [email protected] or (239) 301-7000 prior to contacting BBB.

The customer experience information and complaint history provided in this BBB Business Profile reflects Hertz's worldwide operations. BBB Serving West Florida services all customer complaints and reviews for Hertz and its locations throughout the world.

Complaints

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

Customer Complaints Summary

7,199 total complaints in the last 3 years.
1,664 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:10/15/2025
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.
We rented a car from Dollar Car Rental which Hertz owns. When we rented our car we did this at a counter on a credit card kiosk with a person going over things and him telling us to sign. Then we were given keys and told to walk to the guy standing by the doors. He then walked us out to the car and he unlocked it and opened the truck then walked away. When we dropped the car off there were 3 lines to be in. When we got to the front of the line there was a lady with an ipad taking our name and scanned the bar code on the door. She then pointed us to the shuttle. Never once did anyone go over the car with us for any damages and now they are billing us for $7,927.80. We were never in any kind of accident/storms and the pictures they sent you can not see any damage.
Business Response
Date: 10/22/2025
RE: BBB Complaint # ********
RR # *********

Dear ********** *****,
Thank you for reaching out about your claims concerns. The pre-rental inspection gives you a record of the vehicle's condition at the start of the rental, which is beneficial when the vehicle is returned. If there is any pre-existing damage, it is noted on the form and then when you return, you won't be held responsible for that damage. As per the terms and conditions of the rental contract, the renter is responsible for any damages sustained to the vehicle during the rental period regardless of fault. As the location has provided photos of the damage, which was sent to you via email, the charges will remain as valid. I have attached the vehicle incident report here for your records. Thank you again for contacting us. We appreciate your business and look forward to the opportunity to serve your future rental needs.
Customer Answer
Date: 10/22/2025

Complaint: 24018114

I am rejecting this response because: I never received any kind of paperwork that said anything about pre-existing damage or pre-rental inspection. If we were I wouldn't be fighting this claim. Also we returned the car on 07/14/2025 and they took these pictures on 07/18/2025. **************************** had storms on 07/16, 07/17, and 07/18 of 2025. I will not be filing any claim with my insurance that I know didn't happen while the car was in my possession.

Sincerely,

********** *****
Business Response
Date: 10/28/2025
RE: BBB Complaint # ********
RR # *********

Dear ********** *****,
Thank you for reaching out about your claims concerns. At locations with DVI technology enabled, we will be documenting any pre-existing external damage automatically, but you are free to take your own photos for peace of mind. In other locations, our representatives will review the conditions of the car and/or give you a form to document any pre-existing damage. As per the terms and conditions of the rental contract, the renter is responsible for any damages sustained to the vehicle during the rental period regardless of fault. While I acknowledge your concern regarding the timeframe in which you were notified, we are obligated to proceed based on the incident report submitted by the location where the rental occurred.
Customer Answer
Date: 10/28/2025

Complaint: 24018114

I am rejecting this response because:

They have not shown any date stamped pictures the day I dropped it off. Until I have been given those I do not this. They can do this to anyone that rents from them.

Sincerely,

********** *****
Initial Complaint
Date:10/01/2025
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 complaint is about a bad practice. Hertz sold a 2022 Chevrolet Malibu LT *** #*****************, lot ******** through ***************************. On the Copart selling page, the information about the damage was not listed. After I bid on the lot, Hertz awarded the lot to me and it is now showing damage code as "Mechanical". This info was not there from the sale page. This info was hidden from potential buyer. Then, the damage code "Mechanical" showed after sale ended. This is a bad practice. It is like a scam. It is not fair.I talked with Copart *** who told me that Hertz is one of the Copart big sellers. So, Hertz has a special clause with Copart that says Hertz has a special privilege to sell cars through Copart without displaying the damage code and only reveal it after the sale has ended. This is discussing and consumers abuse. I sell and buy cars from ****** and the damage code is always asked and display. I don't stand on such practice where one party is abusing the other. I am not asking to display the nature of the mechanical issue (even the Copart Portland Representative told me it is ignition issue), but to display at least the damage code. This is my first time encountering this issue. Hertz has a good ***utation of renting cars. I found it hard to comprehend that Hertz will be engaged in such bad practice at the auction whereby Hertz will abuse buyers who wants to buy their cars through auction. I want to believe this is an isolate case and something went wrong somewhere. The car is still at Copart Portland North yard with sale amount $5,858.00.I have not paid for this car yet. As the car is still on the **************************, please Hertz you can cancel this sale. I am requesting a cancellation. Please do not let this sale to proceed and damage your ***utation. I have not checked the online comments and feedbacks of buyers experiences with Hertz but I want to believe this is an error. I added picture of others sales for you to compare.
Business Response
Date: 10/02/2025
Complaint ID: ********
This correspondence is being sent in response to a query made by Alexis Mekueko Tsotezo. Thank you for allowing us the opportunity to review your concerns.
We apologize for any frustration caused; however, as the transaction took place between yourself and Copart, Hertz is unable to provide assistance with this matter. Please contact Copart for further assistance as the vehicle is no longer property of Hertz.
Customer Answer
Date: 10/02/2025

Complaint: 23960300

I am rejecting this response because: Hertz is the seller and not Copart. Copart is not the seller. Hertz is the seller. I have not paid for this car. I have not taken possession of the car and the title. Hertz as a seller has the power and authority to cancel this transaction as the sale is compromised with fraud or scam or false information.
I sell cars through Copart but I don't try to abuse buyers by fraud or scam or false information. If I as seller get a complaint that's legit, I will do my best to resolve the issue not trying to run away and abuse buyer. Hertz is not losing anything since you are getting the car back.
This is not the first time I'm filling this kind of complaint. This is my step to mitigate with you (Hertz) to resolve this issue amicably. There are other instances and loss that might come in further action outside of this BBB complaint.
I think you admitted issue I'm complaining about is true but you want Copart to do it. As I know Copart is not the seller. Hertz is a seller and Hertz can take action as this sale or transaction is not closed yet and still open. Copart can actually repost this car up to 02 more auction at no cost to Hertz.
Please take this complaint seriously and let's avoid further action that might result in unwanted situations.

Sincerely,

****** Mekueko Tsotezo
Business Response
Date: 10/07/2025
Complaint ID: ********

This correspondence is being sent in response to ****** Mekueko Tsotezo.
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.
Customer Answer
Date: 10/09/2025

Complaint: 23960300

I am rejecting this response because: Hertz is not telling the truth. Hertz is the seller and still the owner of this car. Hertz is refusing to cancel this transaction despite the fact that they admitted doing something wrong in complicity with Copart Portland North by hiding the issue code and revealed this code after the auction ended. This is a bad practice and not fair. This is not fair to buyers and other sellers within ****** auction. I cannot believe Hertz refuses to do the simple thing. Hertz refuses to cancel this transaction and re-auction this car. Hertz has nothing to lose if they cancel this transaction. Instead, Hertz wants me to lose money.
I really thought that by filing a complaint here in BBB was going to give a chance to Hertz to redeem themselves in a simple and easy manner. I think Hertz wants to go live nationwide and defends this bad and unfair practice.
No business or company cannot keep up with bad and unfair practice forever. A day is coming for Hertz to stop and end this bad and unfair practice in America market.

Sincerely,

****** Mekueko Tsotezo
Initial Complaint
Date:09/26/2025
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.
4/1/2025 - Rented Car from Hertz
Credit card provided - ******** Rental Agreement# ********* 5/21/2025 Returned Car to Hertz
State Farm covered $900.00 and I covered the remaining balance of $562.44 (see attached agreement/invoice)

Hertz claims that they were unable to use the card on file (ending in ********) and that I still owed an outstanding balance of $562.44. After calling customer service several times to resolve the problem, I went online on 6/22/2025 (www.hertzonlinepatments.com) using the Rental Agreement Number (see above) to pull up my online profile. Once I confirmed that my information was accurate, I entered my credit card (ending in ********) with the expiration date and 3-digit code. The system returned a confirmation (see attached photo) confirming receipt of payment. On 7/31/2025, I received a letter from Hertz stating the balance of $562.44 remained outstanding. I called on 7/31 and spoke to Leticia in customer service. Leticia claimed that they had no record of the payment. While on the line, I logged into my FNBO account and confirmed that on 6/22 Hertz charged my credit card for $648.83 in which Hertz was only authorized to charge my card for the outstanding balance of $562.44. As of today, I am not sure where the funds were sent, nor have I been providing any documentation as to why my credit card was charged an additional $85.89.

Once again, I struggle with understanding why Hertz could not get the charges to clear a credit card that I use daily (with no issues) and that I keep the balance paid in full monthly.in which you can confirm via my statement. I am also concerned that this may impact my credit score; which was confirmed to be 835 within the last 60 days.

Thank you in advance for looking into this claim and assisting me with finding a solution.

Regards,

Denise B*****
Business Response
Date: 10/20/2025
Complaint ID: ********
RR#: *********

Thank you for contacting us. Please accept our sincere apology for any misunderstanding regarding the amount billed to your credit card. After reviewing the documents you provided with our internal teams we have determined a refund of $86.39 to your credit card. So that we may process this refund, please call us at 888-225-6610 and reference your case ********. We will need your full credit card number and expiration date to process the refund.
Customer Answer
Date: 10/20/2025

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.

Sincerely,

Denise B*****
Initial Complaint
Date:09/25/2025
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 made a reservation with Hertz on Jan 8, 2025. It was for a rental car at Bozeman Airport for Sept 11-22, 2025. They quoted me $938.60 with no money down and no cancellation fee. The fee was due at time of rental. (see attached HertzJan82025reservation)
I checked my reservation a week before (Sept 4), and they told me the price was now going to be $1745.55 . There was no change to my reservation on my part.
I called and spoke to a cust service rep. They told me they would adjust the price. Then 10 minutes later I get an email stating the price is still $1745.55 and that now there would be a cancellation fee of $200. (see attached HertzSep2change)
I called 2 more times and spoke to cust service and a manager and they would not recognize my original contract.
Because of this huge increase in price, I did go ahead and cancel and they charged me $200. (note, I did see them advertise on Priceline for $1350 for the same reservation while looking for a new reservation with a different company)
I have been a gold member with Hertz for over 25 years. I cannot believe this is how they treated me.
I would like to be credited the $200.
Business Response
Date: 09/29/2025
BBB Case #: ********
RR# or Res#: ***********

This is in response to Terry D*******.

Upon review of our records, your reservation was made using a contract rate. Please note that contract rates are not guaranteed and may be subject to change. However, as long as no modifications are made to the reservation, the location will honor the rate originally reserved.
As part of our resolution, we have issued a refund for the $200.00 cancellation fee. Please allow 5–7 business days for the refund to reflect on your account.
We sincerely apologize for any misunderstanding or inconvenience this may have caused and appreciate the opportunity to assist.

Thank you for contacting us.
Customer Answer
Date: 09/30/2025

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.

Sincerely,

Terry B****
Initial Complaint
Date:09/22/2025
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.
Our negotiated contract with Hertz allows a one way rental without any drop fees pending the charge of mileage in certain circumstances. This was not honored and I was erroneously charged a drop fee of $225.00 when the quoted amount was substantially lower (see attached). Furthermore the mileage that was checked in on the reservation was more than the actual driven amount.
Business Response
Date: 09/29/2025
Complaint ID: ********
Hertz RR#: *********
This correspondence is being sent in response to a query made by Reid K******. Thank you for allowing us the opportunity to review your concerns.
We apologize for any frustration caused by the additional charges billed on your rental. The Hertz location in Manhattan is an independently owned and operated licensee franchise location. As such, the licensee owner processes their own billing and invoicing. Additionally, the licensee owner purchases, insures and maintains their own vehicle fleet and must arrange for recovery of their vehicles to their location specifically if returned one-way. Although many Hertz licensees participate in our
national pricing policies and promotions, some do not. Such was the case on this rental. All national advertising notes this, and the
rates for these locations are accessible to our customers through our worldwide
reservation system.
Our records show your reservation was booked for pick-up and return to the same location. A one-way rental is typically more expensive
than a local rental because of the additional costs to handle.  We not only experience the cost of transporting
these vehicles back to their owning location, but we also lose the opportunity
for potential rental revenue while the vehicle is idle and in transit.
The charges have been thoroughly reviewed and are valid based on the above information. We regret any misunderstanding caused.
Customer Answer
Date: 10/01/2025

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.
Any chance could the local rental company mind sending a receipt for the updated contract for expense purposes.

Sincerely,

Reid K******
Initial Complaint
Date:09/14/2025
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 had a 1 day rental with Hertz (to drive from San Francisco to Sacramento only) and was told my total will be $ 349. I rented from them just a month before to drive the opposite way and only paid $150.
They charges my credit card on August 3, $639.21 for just a one day rental, which is unheard of amount??? in 2 separate charges of $289.83 and $349.38
In the receipt they call my money "voucher", which is vwry misleading.
My rewards activity record also clearly shows my charges that day were $349.38, for which I got only 353 points..
Hertrz owes me $289.83
They lie, they mislead, they give false advertisements and use predatory practices.
I called them many time, they hang up every time when hear about money.
Their online form gives an "error", see attached.
Business Response
Date: 09/22/2025
Complaint ID: ********
Hertz RR#: *********
This correspondence is being sent in response to a query made by Vitaliy Z*******. Thank you for allowing us the opportunity to review your concerns.
We apologize for any confusion caused regarding the charges billed for your recent rental with Hertz in San Francisco. Our records confirm at the time of booking, a prepaid rate was selected and the rental day was prepaid for in the amount of $289.83 which shows as a "voucher" on your final invoice/rental agreement. At the time of reservation we show you opted into the Loss Damage Waiver (LDW) coverage at a rate of $41.99/day plus applicable taxes and fees. At the rental counter, we show additional services were added to your contract which include: Premium Emergency Roadside Services (PERS) for $9.99/day, Personal Accident Insurance (PAIPEC) for $6.02/day, Liability Insurance Supplement (LIS) for $12.95/day as well as a vehicle upgrade for $150.00/day.
The vehicle upgrade is due to the fact at the time of booking, a Class A6 - Managers Special was selected. Booking this car class will have a special set
discounted rate. The renting location manager will advise and issue whatever
car class/model they have most available. When reserving this class, there are
no vehicle preferences allowed. As such, customers should not book this class
if they have a specific number of passengers or specific amount of room needed. We show at the rental counter, a request for an upgrade into a Class K6 was made.
Additionally, at the time of return, we show the vehicle was returned with less than a full tank of fuel which resulted in a Fuel & Service Charge (FSC) in the amount of $65.52. We have attached copies of your Signed Rental Agreement (SRA), prepaid invoice and final invoice which will show a breakdown of these charges. Based on the documentation and our records, the charges billed are valid.
Initial Complaint
Date:09/08/2025
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.
On July 24, 2025, I visited Hertz.com to reserve a rental car for the dates of 7/31-8/4. There was a Pay Now and Save option and a Book Now and Pay Later option. I selected the Pay Now and Save option which showed a total (not subtotal) of $187.03. After agreeing to pay $187.03, I was presented with a confirmation page which I printed (see attached). The amount charged to my credit card was $203.48. Both of the options shown on the website included taxes and fees. While I do not have a screenshot of the Book Now and Pay Later price that was listed on the web page, in addition to the Pay Now and Save option for $187.03, I recall the Book Now and Pay Later option being two hundred something. I also recall a timer on the screen indicating the best rate was being held and I could see the time counting down. I confirmed the reservation before the time expired. I contacted Hertz customer relations/billing and spoke with “Akedm” on August 5, 2025. “Akedm” did not do anything to resolve the issue so I requested to speak with a supervisor. He indicated that there were no supervisors available, but would have one give me a call back. When I asked where the corporate headquarters was located, “Akedm” provided me with an address of 1545 Brittain Road in Akron, Ohio. A quick search of this address showed it was a Hertz rental location, not the corporate headquarters. I proceeded to ask “Akedm” where he got this information to which he responded this is what it says on his end.
Business Response
Date: 09/11/2025
Complaint ID: ********
Hertz RR#: *********
This correspondence is being sent in response to a query made by Ryan N*****. Thank you for allowing us the opportunity to review your concerns.
We apologize for any frustration or confusion caused by the rate billed on your rental. Based on our records, the reservation shows as booked at a base rate of $47.99/day with a 3% discount plus applicable taxes/fees for a total estimated charge of $203.48. We have no record of the rate of $187.03 being applied to this reservation. However, based on the documentation provided, we will provide an adjustment of the charges billed as a gesture of customer service. Please allow up to 5-7 business days for the funds to show on your billing statement. Rest assured, this is being addressed internally to identify where the error occurred.
Customer Answer
Date: 09/23/2025

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.

Sincerely,

Ryan N*****
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. *********************************************** *******

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