Business Profile

Auto Rentals and Leasing

Hertz

This business is NOT BBB Accredited.

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Important information

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

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

Complaints

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

Customer Complaints Summary

7,189 total complaints in the last 3 years.
1,717 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:06/20/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Corporate need have a close look at their hertz store in *******************************************************. Pa I reserved a mid compact car on the uber marketplace.#K8924509475 I called the location to double check if its available. I called all day. It rings and noone pick up. I went there. No customer was in there. I was told i need a reservation, which i did and that the next day a white ********** car will be ready at 3 pm. She even showed me the pics. I come back the next day. Im told only suv cars are available. Its first come first serve. They told me to come back at 3 pm. I come back at 4 pm. They said they are close. I should come the next day at 9 am. I get there. Im now being told they only have electric cars. 3 employees, 3 different stories and they are all sitting next to each others everyday, playing in my face. So i asked the manager ***** when will she have gas car or the car she showed me. She respond i checked with my vendor. If you want to sit around and wait maybe he might have a gas car. But it will take hours. The funny part im watching a white guy talk about the gas car he is coming to pick up. It seem in this store they pick a choose who they give the gas cars to. And the phone never ring and ***** never pick up. I overheard another customer complaining about this too.Ill be reporting this to uber corporate too. Maybe losing a contract with uber will straighten this place up, with a whole different level of being professional.
Business Response
Date: 06/22/2024
RE: BBB Complaint # ********

Dear Mr. ******,

Thank you for bringing the issues you encountered when trying to pick up your reservation to our attention. While our vehicle inventory typically meets confirmed reservations, occasional shortages arise due to unforeseen circumstances. We take the quality of our service seriously and value your feedback regarding this issue. Rest assured, your comments will be forwarded to the relevant management for review and necessary action. I have verified no fee will be charged for reservation K8924509475 not being used. I appreciate you bringing this matter to our attention for further investigation. Have a great weekend!
Initial Complaint
Date:06/20/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received a charge of $122.28 for a rental (RR# *********, 10/13/23 from *******************) I did not rent. I didn't even go to the hertz counter or picked up the vehicle. I tried reaching out to support and they insisted that the rental took place with a 2 mile kilometer reading. It's not sensible anyone would rent a car and drove it for 2 miles.
Business Response
Date: 06/24/2024
BBB Complaint: 21876696
Rental Record: 589918125

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

Thank you for reaching out and allowing us to research and address your concern.
Please accept my deepest apologies on behalf of the Hertz team for any inconvenience or frustration you may have experienced pertaining to this billing error.
After reviewing our records, a full refund adjustment of $122.28 has been made to **** x0139.
We truly value you as a loyal Hertz President ****** Member.

Best Regards.
Customer Answer
Date: 06/25/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Would it be possible to ask Hertz to send me a check? Its been some time and my credit card is no longer active.
Sincerely,

***************
************************
***********************
Business Response
Date: 06/27/2024
BBB Case 21876696
Rental Record 589918125

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

The refund has already been processed to **** card ending 0139. As long as your current **** card is issued through the same credit card company, they will apply the refund to the current card.

Thank you for contacting us.

Customer Answer
Date: 06/30/2024

Better Business Bureau:

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

Sincerely,

***************
Initial Complaint
Date:06/20/2024
Type:Customer Service 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 have been trying to update my Hertz Status to Five Star (rather than Gold) for months based on my current Marriott Status of Titanium Elite and continue to be unsuccessful. I travel often and continue to be directed to the Gold Section. I have tried calling, emailing, entering info into the website (that never works) and still have yet to get this rectified. I have been directed to enter updated info into ******************************************* and there is no designated page that comes up. When speaking to a customer service rep, they state that they cant assist which is ridiculous. Very ********************* that is going to lose ********************** a loyal and frequent customer for years, let alone the fact that I am a Corporate Senior Program Manager that directs travel for my business.
Business Response
Date: 06/22/2024
RE: BBB Complaint # ********

Dear ****************,
Thank you for reaching out to us regarding your complaint. I am happy to help you with your status match request. Please send me an email at ******************************************* with your Gold account number and a screenshot of your current Titanium Elite status so we can update this for you. There is no form to fill out, you will have to send an email. You are also welcome to reply back with a screenshot here and I will get it updated. Have a great day!
Initial Complaint
Date:06/20/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I returned a vehicle that I had rented to Hertz rental on June 19, 2023. They accuse me of smoking and Charged my card $326.20 minutes after I left and I called and asked if I needed to get an attorney because I dont even smoke cigarettes.
Business Response
Date: 06/21/2024
Complaint ID: ********
RR#: 163762631

Thank you for contacting us. Please accept my apology for the billing dispute. After a thorough review, we agree to refund the cleaning fee. A review of our records indicates your total including the cleaning fee was $525.86, however, only $401.00 was collected from your credit card and there was a balance due of $124.86. I have zeroed out the balance due of $124.86 and issued a refund of $275.14 to your credit card. Please allow up to 7 business days for the refund to post to your credit card.
Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.
Initial Complaint
Date:06/19/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The Hertz company rented me a car that they did not have available. They continued renting cars online despite not having any vehicles available.I had to wait over an hour for a car I had reserved 24 hours prior. I had a 4 hour drive that would no longer be safe by the time I got my rental car. Because of that I had to pay for an additional hotel.I am looking for compensation of my work time $125 per hour $165 for the hotel room And a reimbursement for the rental car $291 ********* Rental ID through thrifty of the hertz corporation.
Business Response
Date: 06/21/2024
Complaint ID: ********
RR#: 165094053

Thank you for contacting us. I apologize for the delay you encountered upon your arrival. As you received the vehicle within a reasonable amount of time, we respectfully decline your request for your work time, hotel, and rental.
Initial Complaint
Date:06/19/2024
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 5/24/2024 I rented a vehicle from Hertz with a Rental agreement number of ********* and reservation ID of ***********. According to my reservation, I was to be charged $82.67 at the time of pickup. The total at the desk came to $272.65. When I asked about this increase, I was told by the agent that it was the deposit. There was a line with other people waiting so I hesitantly signed the document. This was not the deposit but additional coverage that he had added and lied about. I emailed and called Hertz when I did not receive the difference back and was told that they will not return any funds as I had signed. I signed because I was informed it was the deposit. Not only was ********* extremely rude on the phone, they refused to transfer me to another person. I only wanted what my reservation had and that was it.
Business Response
Date: 06/21/2024
Hello ***************************,
I have included the singed rental agreement that does show the Loss Damage waiver and the Liability Insurance Supplement. As we were not present for the conversation between you and our representative, we must rely on the documentation available. With respect, the signed rental contract is a legally binding document. It is the customers responsibility to review the terms of this documentation before departing the rental facility in order to ensure the terms of the contract are correct. In accordance with the Signed Rental Agreement the charges are valid, and no adjustment is warranted.I do understand this is not the outcome for which you had hoped, however, based on our thorough review of the matter no adjustment is warranted.
Customer Answer
Date: 06/24/2024

Complaint: 21874436

I am rejecting this response because: I only wanted what was in the reservation. Hence why I made the reservation. I was told I was signing for the deposit and what I had included in the reservation. Lying to get extra charges is not acceptable.

Sincerely,

***************************
Business Response
Date: 06/26/2024
Complaint ID: ********
RR#: 151339812

Although we are unable to substantiate a verbal conversation, in the interest of customer service I have issued a refund for the Loss Damage Waiver (LDW) and ******************* Supplement (LIS) in the amount of $243.08 to your credit card. Please allow up to 7 business days for the refund to post to your account.
Customer Answer
Date: 06/28/2024

Better Business Bureau:

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

Sincerely,

***************************
Initial Complaint
Date:06/19/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 8, 2024, I had booked a rental car to be picked up at 12 PM. However, about an hour before the pick-up time, I received a call from a staff member at the rental store informing me that they had no cars available and had to cancel my reservation. As a Hertz President ****** member, I expect guaranteed availability, so this situation was both disappointing and unacceptable. To make matters worse, I had to pay nearly $100 more to rent a car from another agency at the last minute.The situation escalated further when, on June 14, 2024, I received an email with a rental car receipt (Rental Agreement #*********) from Hertz. The receipt indicated that I had rented a car from June 8 to June 12 and charged me $284.43. This means that not only did they cancel my reservation, but they also charged me for a non-existent 5-day rental, which feels fraudulent.I attempted to contact Hertz customer service through their website to request a refund, but after several days, I received no response. I demand that Hertz refund the charges for the non-existent rental and issue an apology. Additionally, they should compensate me for the extra cost I incurred to rent another car due to their cancellation.
Business Response
Date: 06/21/2024
Complaint ID ********
Rental Agreement Number 158919250

This is in response to Yanuo Ma

I truly regret this inconvenience this matter has caused you. It seems a clerical error occurred and caused this contract to be opened. After reviewing our records, a full refund was issued today, 6/21/24. Please allow 3-7 business days for funds to post.

Thank you for contacting us.
Customer Answer
Date: 06/24/2024

Better Business Bureau:

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

Sincerely,

********
Initial Complaint
Date:06/19/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Reservation #K856400417 We flew into MKE on 6/13/24. We paid in full prior to pickup. We never received any emails from Hertz other a purchase receipt. Upon arriving, the agent asked to see the credit card used at purchase. I did not have that solely due to two weeks after reserving the vehicle, my credit card had to be closed down due to fraud on my account. I did have the new credit card that was attached to the same account. The agent said that would not be sufficient and she could not switch cards on file; I would have to call the general customer service number. Both my husband and I hopped on the phone number she provided. The automatic phone agent said it would be a 10 minute wait. We both sat on our phones on hold for over 60 minutes and no agent ever picked up. We had a 3 month old baby with us that was desperately needing to get to bed at this point. The agent said her hands were tied and could not give us the rental that we had reserved and fully paid for. She said if we canceled it, we would be fully responsible to pay the full price of the vehicle, despite the fact that it was Hertz that was at fault. Due to the needs of my infant, we ended up making a SECOND reservation at the desk in order to get a vehicle. It ended up being $150.00 MORE than my initial reservation. The agent assured us that upon returning to MKE, we could have Hertz fill up our gas for a price per gallon reflective of the current price at gas stations next to MKE (around $3.50 per gallon). My husband and I left with this second vehicle. Spent another 45 minutes on phone never having an agent pick up. Upon return to the airport at the end of our trip, we were told that it would be $10.00 per gallon for Hertz to fill up our truck -- clearly a VERY different scenario than the agent assured us. But due to time we had to pay and leave the vehicle. This is an absolutely atrocious situation. Would appreciate assistance immediately. Thank you.
Business Response
Date: 06/25/2024
Complaint ID ********
Reservation Number K8564000417

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

Per our Terms and Conditions, the credit card listed on the reservation must be provided to the agent at the time of pickup to secure the rental. As a service-oriented company, we rely on customer feedback to help us maintain and improve our service performance standards. In accordance with our requirements, the agent did follow proper procedure in this matter.

Hertz continually strives to remain competitive with the rates we offer. Our rates are based on availability of a booked reservation. Our rates are subject to change based on availability of a rental and other governing factors.

Our fuel policy is explained on page 2 of the attached Signed Rental Agreement, please review for your reference. As we were not present for the conversation between yourself and our representative, we must rely on documentation available. In accordance with the Signed Rental Agreement the charges are valid, and no adjustment is warranted. However, I have issued a partial refund for the fuel in the amount of $57.15 As a gesture of concern for the issues you experienced. Please allow 3-7 business days for funds to post.

Thank you for allowing me to address your concerns.
Customer Answer
Date: 06/25/2024

Complaint: 21872668

Thank you for your response and partial refund. However, the bigger issue at hand is the fact that while I absolutely understand the necessity for using the same credit card on file, when I called customer service to switch the card, my husband and I both spent an hour on hold never to speak to a representative. We were forced to create a second rental in order to get our baby to our destination. This new rental was $150.00 more than our original before gas. The wait time was said to be 10 minutes; we spent collectively 120 minutes on hold to have no response. I called 3 more times afterwards, each time on hold for upwards of 45 minutes, never to speak to an agent.
The issue is not the credit card; i understand that completely. The issue is due to your companys lack of customer care and service, I had to purchase a second rental at $150.00 more for the vehicle alone because no agent could answer the phone to switch cards. I would like a refund of $150.00 for the difference between my original vehicle and the forced second rental.

Thank you very much
Sincerely,

*****************************
Business Response
Date: 07/02/2024
Complaint ID: ********
RR#: 161824784

Please accept our sincere apology for the long wait for a phone representative. Rest assured your feedback will be shared with the appropriate Hertz management for review and immediate corrective action.
In regards to your rental rate, I have adjusted the daily rate to the rate of $67.78 on your original reservation. The refund with the applicable taxes is $75.63, please allow up to 7 business days for the refund to post to your account.
Customer Answer
Date: 07/03/2024

Better Business Bureau:

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

Sincerely,

*****************************
Initial Complaint
Date:06/19/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been calling *************) the Hertz ********************************** location for 9 months, and no one answers the phone. I have left messages, and no one has returned phone calls. On June 19, 2024 employee **** answered the phone, and I shared my concern. **** was rude by continuously cutting me off as I spoke.
Business Response
Date: 06/27/2024
Complaint ID: ********
RR#: Unknown

Thank you for contacting us. At Hertz, we pride ourselves on the high quality of our customer service, and it is disturbing to learn of the behavior you described. I sincerely apologize for the impression our representatives left with you. Please be assured your comments will be shared with the appropriate management for their internal review and corrective action.
If there is something we can assist you with, please provide your rental details including your last name.
Initial Complaint
Date:06/19/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a Tesla Model 3 from their dealership on the 23rd of March 2024 and it is now June 19th and they have yet to provide me with the title. I cannot register my vehicle in my state and as of tomorrow my temporary registration will expire and I will not be able to legally drive the vehicle I have paid for. There have also been many other problems and lies from not only the dealership but corporate as well.
Business Response
Date: 06/21/2024
BBB Case 21872103

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

I apologize for the delay in receiving the title for your purchased vehicle. I have alerted our Car Sales team and they will be in contact with you shortly.

Thank you for contacting us.
Customer Answer
Date: 06/22/2024

Complaint: 21872103

I am rejecting this response because:
The problem is not resolved.

Sincerely,

*************
Business Response
Date: 06/26/2024
BBB Case 21872103

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

I would like to make a meaningful investigation into this matter but will need more information to do so.? Please provide me with the location you purchased the vehicle from and/or the *** number for your vehicle.

Thank you for contacting us.
Customer Answer
Date: 06/28/2024

Complaint: 21872103

I am rejecting this response because:
******************************************
VIN: *****************
If I do not have a resolution to this situation by Monday I will be suing for breach of contract and will be seeking damages including time spent, temporary registration fees, time for my travel to purchase the vehicle and will seek punitive damages against the company. I have been lied to countless times and all promises have been unfulfilled. I have done my part and expect at least 1 competent person at your company to be able to do theirs.
Thanks a bunch,
*************
Business Response
Date: 07/05/2024
Complaint ID: ********

I apologize for any inconvenience you have experienced. Our Car Sales team has advised they will be contacting you directly today to provide you an update.
Customer Answer
Date: 07/08/2024

Complaint: 21872103

I am rejecting this response because:

I dont want this case closed until I have a resolution.
Sincerely,

*************
Business Response
Date: 07/23/2024
Complaint ID: ********

Thank you for your patience. Our Car Sales team advised they spoke with you on Monday 07/22/24 and you confirmed you have received everything you were waiting on.
Customer Answer
Date: 07/24/2024

Complaint: 21872103

I am rejecting this response because:
Bank has yet to receive title will close once they do.

Sincerely,

*************
Business Response
Date: 08/01/2024
BBB Complaint#********

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

We sincerely apologize for the inconveniences and delays you have encountered in finalizing your Tesla purchase.
We understand that, as of your last communication, the bank has not yet received the title. Please be assured that our sales team is diligently working to resolve this issue and will keep you updated with regular communication until it is fully resolved.

Thank you for your patience and understanding.

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Hertz is NOT a BBB Accredited Business.