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

7,189 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:06/19/2024
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.
I rented Hertz car via third party paid in advanced Jun14-jun16 2024 Rental Agreement No: ********* Reservation ************** Voucher: 'VXPUSPP ********** I returned the black mini suv The employee never checked the car out he walked away and didnt Give me a receipt. He kept telling me leave the key in the truck. The key fob was on my wallet ring I had around my wrist. After I gathered all my items the last thing I did before ******* to my flight was throw the key fob in the car it hit the seat and may have fell in the side or floor Im not sure but I am sure I know for a fact I left the key in that suv and its On camera pull the camera footage and theBlack male employee on sun june 16 acknowledged he saw me leave the key because after telling me leave the key and i Left the key he told me have a great day. I should not be charged for something k dont do for the lack of effort of the hertz employees not finding the key how did I get there if I dont have have the key? I had to struggle to take the key off my wrist and threw It in the car before walking off time frame had to be 1130-12:30 I cant think of the exact time I pulled in to return the car but I do know for sure I DID NOT TAKE THE **** and i Want this ****** off my credit card this is fraud and stealing From a customer. Go watch the video footage and ask Your employee why he wasnt *************** the cats with the customers to make sure its in good standing. He kept telling leave the keys until I left the key fob!
Business Response
Date: 06/26/2024
BBB Case 21872051
RR No: 162144894

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

I apologize for the difficulties you encountered. I have removed the Key/Parts charge to issue a refund of $300.00 to the card on file. Please allow up to 7 business days for the funds to post to your account.

Thank you for contacting us.
Customer Answer
Date: 06/27/2024

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.
I rented a compact SUV from Hertz at SJU airport. My reservation number was K8783801775. My receipt reference number is **********. I was not quoted an "airport access fee" which I was charged $27.18 for even though I got the quote through hertz's website and entered that I would be picking up and dropping off at the airport. Upon pick up, I was told verbally that because I got the vehicle at 7/8ths of a tank, that I did not need to bring a fuel receipt, I just needed to return the vehicle at at least 7/8ths of a tank. I returned the vehicle with a full tank. I was still charged a fuel charge of $20.80. I jumped through all of the customer service hoops (long hold times, submitting a request online, waiting until the charge is finalized on my credit card rather than just pending) and then was eventually told that the location I picked up from was only Hertz in name but did not have to follow any of Hertz policies because it is a private entity. I was told that I would have to call the location for any help with this issue. The location phone will ring for hours with no answer. The rental confirmation number email all came from Hertz but the receipt came from 'Thrifty.' I suspect that they are taking advantage of travelers who cannot get help from customer service hotlines, cannot get ahold of the location, and cannot easily return to the location to get help. I expect a refund of $47.98 to make up for the charges that I was not quoted that I should not have been charged for.
Business Response
Date: 06/21/2024
BBB Case 21871788
RR No: L38653893

This is a response to Allexandria Morris

I apologize for the confusion regarding your billing. Please be advised that the Concession Fee Recovery is a standard fee and cannot be adjusted. This fee reimburses?us for fees imposed on?the car rental company?by the Airport for each rental.

Our records show the fuel charge was billed as the vehicle was not returned with a full tank. If you believe this to be an error please provide us with a copy of your refueling receipt or the charge on your statement.

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

Complaint: 21871788

I am rejecting this response because:

The vehicle was returned with a full tank.
I received the vehicle with 7/8th of a tank.
I was told verbally that the vehicle only had to be returned with 7/8th of a tank, no receipt necessary because I did not receive it at a full tank.
Because I was not expecting to be required to provide a receipt, I did not get one. I paid cash because the card reader was down. I filled the vehicle at ******* 66 at *** ******************* de ***, ********, ***** *****, *********** at 10:44pm on June 8th. Following that, I drove the vehicle 25.4 miles from gas station to my air bnb and then to the airport to be returned the next day. That is approximately 1/14th of a tank that I used. 1/14th of a tank is half of what I was permitted to use and still return it without additional fueling. The vehicles needle was still registering as full.
During the time of booking I put in that I would be picking up and dropping off the vehicle at the airport so there is no reason the airport access fee couldnt have be quoted. I didnt agree to pay it so I shouldnt be charged for it.
Sincerely,

Allexandria ******
Business Response
Date: 06/26/2024
Complaint ID: ********
RR#: L38653893

While we are unable to substantiate a verbal conversation, in the interest of customer service we agree to refund the fuel charge plus applicable taxes in the amount of $23.11. So that we may process this refund, please call our ************************** at ************ with your credit card details. When calling, please reference our case # ********.
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,

Allexandria ******
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 am writing to make a complaint about a terrible experience at Dollar rental car. I picked up the vehicle from Dollar rental car at the ****************** at 11:00 Pm on June 6th. On Friday morning I drove to **********, ******* - 2 hours from **********. I was on town for my mother's funeral. On Saturday June 8 at 10 am after I packed my mothers ashes and everything for the funeral - the car was dead. I have to find alternative arrangements to be picked up, get the catering and arrange the event space. When I returned from the first part of the funeral. I contacted Dollar rental car's emergency roadside service who told me I had to wait for *** to come jump the car. I had to wait 2 hours for this to take place. The car was jumped and then started. Two hours later I went to start the vehicle to drive it. I was dead again. Again, I called the roadside assistance number. I was told that the vehicle would be picked up and we would have a new one delivered at 8 am the next day. In the morning (Sunday June 9th) nothing no car had been delivered. Again, I had to take time from my family to deal with this situation. In the end the roadside assistance only helped by providing transport on Monday June 10th from ********** to ******************. When I showed up at the ****************** on Monday June 10th and entered the HERTZ office I was met by one of the managers (*****) who stated there was no record of the *** services - the one jump, and the second to pick up and tow the vehicle on Saturday June 8th. He asked how I got there I said by Taxi. ***** stated he would send an email to this general manager and copy me to discuss the situation. (I never received a copy of the email if it was sent). I have heard nothing from Dollar rental or the manager or the email that was promised to me. It has now been 12 days since these last inquiries, and I have not heard anything from Dollar Rental car. I refuse to pay any portion of the $172.+ that has been charged to my account.
Business Response
Date: 06/21/2024
BBB Case 21871442
RR No: 158093784

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

I have received confirmation that this rental was voided and as such Dollar did not receive any payment as we did not charge you. Please be advised that you will need to reach out to Priceline for any refunds for your prepayment. Additionally, I have received confirmation that you have been working with our **************** team who are sending you a $50 rental voucher.

Thank you for contacting us.
Initial Complaint
Date:06/18/2024
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 went to pick up my car rental at the Hertz located on ******************************. My reservation is K88528922A. Hertz **** ******* appeared to have been frustrated from previous upset customers was not warm and welcoming when I came up to him to assist me.He was rude, unpleasant, and didn't acknowledge my status as a Hertz priority members. He started by informing me that he didn't have any vehicles and that he was going to give an electric vehicle that a prior customer refused. I told him I'm driving to ** and having an electric vehicle that someone refused was not feasible for me. I've never driven an electric vehicle and also he didn't offer me the vehicle that I was hoping for.After informing him that I didn't the other person's vehicle, he immediately got defensive and says I needed to step away so he can assist the next customer.I asked to speak a manager, he says he "is the manager in training " and that he could not contact a manager as I requested. At which point, I had my family waiting for me, and I needed a vehicle to go to **. He proceeded to given someone else that same vehicle he offered me and basically refused to assist me although I had my confirmed reservation. I informed him that I will need to contact the police, he advised me to " ahead and call them, they are not going to get you a car". I called the police as I was disappointed and they advised me to call corporate which I did however they were unable to assist me as ******* refused to help me. Corporate canceled my reservation and I was forced to go to Enterprise and paid more money since it was last minute to get a rental. Before I left the Hertz ******* office, two other customers were also very upset and complained to the police that I contacted and stated they too had issues with ******* and this Hertz location.They went on to say that this specific Hertz has caused many customers frustrations and there's a lack customer service focus that's non existence. Unacceptable!
Business Response
Date: 06/27/2024
Complaint ID: ********
Res#: K88528922A5

Thank you for contacting us. Please accept our sincere apology for the behavior of our representative at the ********, ** location. At Hertz, we pride ourselves on the high quality of our customer service. Please be assured your feedback will be shared with the appropriate Hertz management for internal review and any necessary corrective action.
I have reviewed your reservation and noted it was for our "manager's special". When you select the manager's special, the location determines the vehicle class you are provided. If you declined to accept the vehicle offered our policy requires you pay an upgrade fee to receive your preferred car class. However, this should have been explained or explained that there were no other vehicles available.
We respectfully decline your request to refund you for your Enterprise reservation. However, as a gesture of goodwill, I have added ***** points to your Hertz account to use towards a future rental on us. You must use the points within 180 days or have a completed rental within 180 days to keep the points in your account.
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.
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. However, the Hertz rep who assisted me did not explain the rules outlined in this response, in fact, he did not have a vehicle available and refused to call his manager to assist me.

Sincerely,

*********************************
Initial Complaint
Date:06/18/2024
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.
Rented my car at *** on 05/21/24. The car I received was not cleaned and was dirty outside and inside. This car should not have been in service. I didnt have time to go switch cars after a long international flight. After I returned the car at *****************************, I complained about the condition the car was in. They blew me off, I think this is normal for Hertz. They stated that they cannot do anything to help, since it wasnt rented from their location. This is a joke, since Hertz is a corporate company. Every location should be able to do conflict resolution. I tried calling customer service without any success, like everyone else writing reviews about Hertz. I think that they do what they want to do without any consequences. I e-mailed their customer service which, did not help also. They e-mailed me a few times. The first time they e-mailed me that they are glad my problem was resolved. This is a joke, since my problem was never resolved. Than they tried to e-mail me and stated that I should have contacted roadside assistance. This is a joke also, roadside assistance would not have done anything also. Im not sure how these people get their jobs.
Business Response
Date: 06/21/2024
Complaint ID ********
Rental Agreement Number *********

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

I truly regret the inconvenience this matter has caused you. All our vehicles should be properly cleaned, serviced, and in good mechanical condition before being released for rental. We always want to provide quality vehicles to our customers and certainly appreciate your letting us know of your experience. The feedback you provided us with about our service has painted a clear picture of where we need to improve. Please know the comments you provided have not fallen on deaf ears; we will be utilizing your feedback to make the necessary corrections needed to better serve our customers.

I have mailed you a $75 rental certificate as a gesture of goodwill.

Thank you for allowing me to address your concerns.
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.
Can you confirm what address you mailed the rental certificate to?

Sincerely,

*******************************
Initial Complaint
Date:06/18/2024
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 rented a car from Hertz in ********* ** from June 1st to June 7th 2024, the rent was $375.65 plus $294.00 booking.com. on the 6/7/2024 I went to ********************* on E *************** blvd fille the car up for $17.07, around 6:50 pm. On 6/10/2024 when I saw the charge of $516.88 I called Hertz spoke with a lady, she said I dropped the car off empty of gas I said the car was full of gas, she said she's going to request the return receipt from ********* to call her back on 6/17/2024, when I called back on the 17 I spoke with ****, I told him my name the rental record number, he car was empty, I said I'll partial dispute the charges he said he will report me to collections. I need help collecting the money from Hertz. Thank you ********
Business Response
Date: 06/21/2024
Complaint ID ********

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

I truly regret the inconvenience this matter has caused you. Please give me your rental agreement number so I can review this matter.

Thank you for contacting us
Initial Complaint
Date:06/18/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 04/20/2024 I picked up my rental car in ************ ** Confirmation #K8292040748 . The car that was assigned to me was filthy and had a horrible smoke smell, after two days of driving with the windows down with heater on and our clothes and luggage wreaking of smoke could no longer take it. I called Hertz road side assistance and they arranged an exchange for a clean car. They told me to drive to ************************ which was an hour out of my way, I told them I had just filled up with gas, they said no problem there would not be a charge for fuel or exchange of vehicle. They said just make sure we stayed in the same class car, which we did. Upon arrival at the Hertz counter they had never done an exchange before and needed to talk to the manager but the manager could not be found. I waited quite a long time and they finally had me sign and told me there would be no extra charges. After I returned the replacement car I received a bill for $126.59 for the exchange. I called on 4/29/24 and talked to ****** he told me the charges would be reversed in 3-5 business days. On 5/9/24 the charges were still there I called and talked to **** who again told me they would be reversed in 3-5 days. I felt like nothing was being done so called again on 5/10/24 was told to send in email, which I did and the response I got was a email on 5/14/24 with a customer care case # ******** addressing me as Dear Last, and stating it would be resolved in 5-7 days. On 6/3/24 called and asked to speak to a supervisor and was told a supervisor would call me back, it is 6/18/24 and still have not received a supervisor call or refund. I feel with all the inconvenience and time I have wasted I should receive a full refund for the whole rental.
Business Response
Date: 06/21/2024
Complaint ID ********
Rental Agreement Number 121947243

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

All our vehicles should be properly cleaned, serviced, and in good mechanical condition before being released for rental. We always want to provide quality vehicles to our customers and certainly appreciate your letting us know of your experience. The feedback you provided us with about our service has painted a clear picture of where we need to improve. Please know the comments you provided have not fallen on deaf ears; we will be utilizing your feedback to make the necessary corrections needed to better serve our customers

I have refunded the fuel charge billed to you of $126.59, so please allow 3-7 business days for funds to post.

Thank you for contacting us
Customer Answer
Date: 07/01/2024

Complaint: 21869455

I am rejecting this response because: Hertz may have refunded a portion ($115.86) of the over charge ($126.59), but I still believe they should have refunded the two days of the car rental. We had to drive around for two days in a filthy car with the windows down and heater on because it wreaked so bad. This does not include all my time and effort to get this matter resolved.

Sincerely,

***************************
Business Response
Date: 07/04/2024
Complaint ID: ********
RR#: 121947243

While we respectfully decline your request for a monetary refund, we have provided ***** points to your Hertz Gold account to use towards a future rental on us.
Customer Answer
Date: 07/08/2024

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:06/18/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was rented a car and they guaranteed me a Tesla model Y. When I showed up they told me tough we dont have it and we wont do anything to get a car we guaranteed we would get and have for you. I need my car Hertz guaranteed.
Business Response
Date: 06/26/2024
Complaint ID: ********
RR#: 164542092

Thank you for contacting us. Please accept my sincere apology for any inconvenience experienced due to your reserved vehicle class not being available. A review of our records indicates our location management provided you a $300.00 rental certificate as a gesture of apology, it is our hope you will allow us another opportunity to demonstrate the quality service you expect and deserve.

Customer Answer
Date: 06/27/2024

Complaint: 21869415

I am rejecting this response because:
This $300 does not even come close to how much should have been given. You didnt have my car you guaranteed youd have for me. You gave me a lesser class car and rented it for a far greater value than should have been as it was much cheaper for me to book that car if I wanted it when I booked my trip. I need a phone call to discuss as Hertz Corp isnt understanding the situation.

Sincerely,

***********************
Business Response
Date: 07/02/2024
Complaint ID: ********
RR#: 164542092

An additional review indicates the location also provided an adjustment of $369.00 prior to closing the rental (see attached rental receipt). Again, we apologize for any dissatisfaction with the vehicle received, however no additional compensation is warranted.
Customer Answer
Date: 07/03/2024

Complaint: 21869415

I am rejecting this response because:
They were to have insurance included for free in the vehicle and did not put that on there and at this point that is needed. The refunded amount should have been far greater than that. As they did not put insurance on as they were supposed to I need an extra $500 refunded to cover my deductible on my insurance I am now having to use as they location did not put insurance on as they agreed to. They told me it was covered but not on the rental agreement but that seems to not be the case.

Sincerely,

***********************
Initial Complaint
Date:06/18/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car from this location. The car malfunctioned, and was picked up by a towing company. I was told that I would receive a replacement car. After speaking to multiple people and being told multiple different stories I finally went to the location I received the car from I was told I would be refunded once the car was checked in that should be by Thursday and that I would still be responsible for those days. I am paying for a car I did not have as they take forever to check in the car. I am losing the kk ey I paid for the rental plus all of the potential earnings I would have made driving using the vehicle
Business Response
Date: 07/01/2024
Complaint ID: ********
RR#: 162057464

Thank you for contacting us. A review of our records indicate the rental was closed for 06/19/24. On 06/26/24 a refund for two days in the amount of $71.50 was processed to your credit card by our ************* team. Please allow up to 7 days for the refund to post to your account.
Initial Complaint
Date:06/18/2024
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.
On June 10th, 2024, I picked up a rental car from Hertz at approximately 11:30pm and it was the last car they had (they were turning down other customers that made reservations because they ran out of cars). I got in the car and it was not clean and smelled like smoke. I did not complain because it was midnight by the time I left. No one from Hertz walked around the car or verified the condition with me. I rented for 1 day for a business trip under our corporate account. When I returned the car, no one was available to check in the car or discuss the condition (there was a line about 20 customers long at the front desk) and I left the keys with the front desk attendant. They sent me a bill for a $400 cleaning fee stating they found a cigar in the car. I do not smoke and any smoke smell or cigar found was not from me. They could not provide any evidence that there was no cigar or smoke present before I rented with them. Also, the location I rented from will not answer the phone to discuss the matter.
Business Response
Date: 06/18/2024
BBB Complaint 21868822
Rental Record Number: 160274870
This is in response to ***************************
We have issued a refund for the cleaning fee in the amount of $400.
Thank you for contacting us.

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Hertz is NOT a BBB Accredited Business.