Business Profile

Auto Rentals and Leasing

Hertz

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

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.
1,716 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:08/22/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I still have not received a refund of my deposit, even after waiting the 10 business days from either rental. Hertz is staying I need to contact my bank, my bank is saying they don't see any refund from Hertz. At this point I feel like Hertz is trying to steal the pending damage deposit that was supposed to be refunded. I returned the car no damage, full gas, full charge.
Business Response
Date: 08/30/2023
BBB Case number: 20505888
RA #: 549900606

This is in response to Kelsey ********************** inquiry was forwarded to the ***** Hertz location for review and they have advised of the following:
"We inform you that at the beginning of the rental agreement, we blocked amount of deposit and at the end we only charge the amount for the rental agreement ****** euros.

Please, find attached the rental agreement signed by the customer"
When the contract is returned and a charge for the total amount due is submitted to your credit card company, the authorization hold is released in our system. Depending on the credit card company, there may be a delay between the time the charges are received and when the hold is released. The length of time this takes is not determined by Hertz. Since the card issuer is responsible for releasing authorization holds/funds back to their customers' accounts, we recommend you contact the card issuer directly.

Please note, once the authorization hold has been released from your account, it will not appear as a credit, it will just be removed from your statement and the funds will no longer be pending.
Thank you for giving me the opportunity to review this matter. We value your business and hope that we will be able to serve you in the future.
Initial Complaint
Date:08/22/2023
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.
Needed to get to a funeral for a friend that has committed suicide. I had my reservation confirmed at this location. I called at 8 in the morning of 8/18/23 to check if there would be something available slightly earlier. They said no and that I would need to come at pickup time of 12. I Uber to the locat. to find out there would be none available for hours. I never received a call from the staff to let me know. Of course this is extremely upsetting because we have a funeral. ************** were so unprofessional and showed no care toward the fact that they were literally leaving people stranded with no solutions. ***** tried to gaslight me and say that they told me to call an hour before which they did not. ****** also threatened to *** me because I was recording the situation to ensure I had appropriate documentation for reimbursement for corporate. It has been almost two hours in an extremely uncompassionate situation. I then call corporate to schedule a car at a new location. I ask that they call the nxt branch to check availability. They offer me a new car at a rate of $114. They ensured there would be a car at the next location. None. I spent money to Uber back and forth only to be inconvenienced again. I was promised by billing that I would be able to be reimbursed for *****. I was also granted 1 free day by the media team due to what I experienced. I was told that this problem was caused by the district manager or her supervisor not closing the portal. I was given *********************** number, the district manager. She then apologies for the inconvenience and says she would call me back with an update. She did not and left me hanging the rest of the night only to proceed to report me to hertz and block me. I then get a notification from Hertz about my rental privileges being suspended. I am currently in the appeals process which seems like its going well but these people need to be held accountable. This is a fraud business & needs to be shut down.
Business Response
Date: 08/25/2023
BBB Case number: 20505475
Res ID or RA #: ***********/K5872550424/K58013020E5

This is in response to ***************************,
I have forwarded your commentS to the location general manager for review and I have been informed that you were placed on permanent suspension due to your actions toward the employees at the originally booked location (TXHSC18).We are unable to remove you from suspension.
However, we can reimburse you for the Uber expenses you incurred to both the 1st and 2nd rental locations. In order to process this credit, please provide a copy of the detailed/itemized Uber receipts and confirm if this credit can be issued to your **************** ending 1000.
Thank you for giving me the opportunity to review this matter.

Customer Answer
Date: 09/07/2023

Complaint: 20505475

I am rejecting this response because:
I have not been able to present my case or evidence to show I was unjustly suspended. It is wrong to see hundreds of poor reviews but not take customer concerns seriously when someone who has these complaints against them reports a customer.
We have submitted Lyft receipts for reimbursement. Confirmed that this credit card works.

Sincerely,

***************************
Business Response
Date: 09/12/2023
BBB Case number:20505475

Res ID or RA #:***********/K5872550424/K58013020E5

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

A credit of $57.94 is being issued to the **************** account ending in 3723. This represents the out of pocket Uber fare. Please allow 3 to 10 business days for this credit to post to the account.

You can dispute the rental suspension decision with our Rental Suspensions team. They can be reached at ************.

Thank you for contacting us.
Initial Complaint
Date:08/21/2023
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.
On July 14 at 11:45am I prepaid in full for a Hertz rental car. The agreement clearly stated that if I canceled the rental within 24 hours I would receive a full refund. On July 14 at 3:08am I canceled the rental. I was charged $304.66. After more than a month, I still have not been refunded. (Confirmation/cancellation number: K55203565A2)
Business Response
Date: 08/25/2023
BBB Case number:20504310

Res ID or RA #:***********

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

We regret any misunderstanding regarding the prepaid refund. Our records show the $304.66 was refunded to the MasterCard ending in **** on or around July 14. Attached is a copy of the credit invoice.

Thank you for contacting us.
Initial Complaint
Date:08/21/2023
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 entered into a rental agreement thru Uber. I was only supposed to be charged if I intended to extend the rental. I turned the vehicle in on August 10 which is the day it had to be in. I was charged $282 that was not supposed to be charged. I have been contacting this company in reference to my money and steady getting the run around. You will emails from Hertz that verify what I've stated
Business Response
Date: 08/25/2023
BBB Case number:20504079

Res ID or RA #:*********

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

We regret any misunderstanding regarding the charges billed. Our records show the final billing for this rental was $282.94. Attached is a copy of the rental invoice.

Thank you for contacting us.
Customer Answer
Date: 08/26/2023

Complaint: 20504079

I am rejecting this response because: they are a bunch of liars. June 22 they charged my account for $501. $301 was for when the rental started and $200 was a deposit that was never returned. I called in and paid them on August 5th because they sent an email stating they had issues with the card on file. August 7th they took an additional payment of $300.65. They sent an email on August 8th stating that I still needed to complete 12 rides and make sure I had enough funds if I was going to continue the rental. They stole money on August 10th. If I'm paying weekly but return your vehicle because I didn't need anymore, how are you charging for a week when I don't have your vehicle nor have I met the requirements to keep said vehicle. Plus it's kind of funny that a deposit that was released on the 10th of August still hasn't made it too my account. They are a bunch of liars and thieves.

Sincerely,

*****************************
Business Response
Date: 08/31/2023
BBB Case number:20504079

Res ID or RA #:*********

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

The final billing was from August 3 - 10 which is 7 days. Therefore, the weekly rate was billed, $282.94. The six previous weeks were billed at $300.94. All charges billed are correct.

When the car is returned, the deposit release is submitted to the customers credit card company. Depending on the credit card company, there may be a delay between the time the request is received and when the hold is released. The length of time this takes is not determined by Hertz.

Please note, once the authorization hold has been released from the customer's account, it will not appear as a credit. It will just be removed from their statement and the funds will no longer appear as pending. Therefore, if they no longer see a pending transaction on their account from **********************, then the hold has been released.

Thank you for contacting us.
Customer Answer
Date: 08/31/2023

Complaint: 20504079

I am rejecting this response because: Hertz is constantly lying. If i needed its funny money that was released in the 10th has yet to make it to my account. Its also funny i was charged for a week that i didn't even have thier vehicle because I was not eligible for the vehicle to be kept. And mind you its per Hertz documentation as they sent a reminder to complete 12 rides to be able to keep the vehicle. Vehicle is paid weekly. Thursday to Thursday. I didnt keep their vehicle. They even lied about charging me on the 6th after being paid on the 5th. They can keep lying its just gonna cost em more in the long run. So if ************** were bot completed why would i be charged for a vehicle per their guidelines had to be returned on the 10th. Per the document attached. And its ironic that when you call hertz they say it was not a deposit it was a hold.

Sincerely,

*****************************
Initial Complaint
Date:08/21/2023
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 now the 3rd time I've received a letter claiming that I didn't return a vehicle and/or being threatened with grand theft auto. I have NEVER returned a rental late. Yet this continues to happen. I don't understand why it's so difficult for the vehicle control department to contact the local Hertz before sending out letters. I can't imagine the amount of distress this causes people not to mention the amount of my time it wastes trying to get it straightened out. I'm seeking compensation for my rental since this is now the third time I'm dealing with this and it's unacceptable. This is my second BBB claim on the matter. I'm fairly certain that Hertz has a class action against it by people who were falsely arrested over this same issue and it's still occurring. I am required to use Hertz for work travel or I would've switched to another company the first time this happened!
Business Response
Date: 08/25/2023
BBB Case number:20503559

Res ID or RA #:*********

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

I can certainly understand the frustration with receiving the overdue letters when the car has been returned. I apologize for the concerns this has caused.

The renting location in Waterloo is a served by location, this means there is no actual Hertz office there. The cars are delivered there by the *********** office and then picked up when returned. I have notified the *********** team and asked that they pick up the cars and close the contracts more promptly.

As a gesture of our concern, I have added **** Gold Plus Reward points to her Gold account.

Thank you for contacting us.
Customer Answer
Date: 08/30/2023

Complaint: 20503559

I am rejecting this response because: pushing this back on the local Hertz is unacceptable. There is a deeper problem at play that needs to be acknowledged and corrected. Some of these letters have arrived weeks after the rental, and if vehicle control had just checked the local rental system, they would see it was returned. Additionally, If someone drops off a car at 6, the local hertz should not be expected to go get and check this back in after hours, so they grab it the next day. FIX. YOUR. PROCESS.

Sincerely,

*************************
Business Response
Date: 09/05/2023
BBB Case number:20503559

Res ID or RA #:*********

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

Your comments are appreciated and we will communicate this to the local management for increased training procedures and future improvement of the rental experience.

Thank you for contacting us.

Customer Answer
Date: 09/05/2023

Complaint: 20503559

I am rejecting this response because: As I stated previously, this is not an issue of the local Hertz. I don't feel like you're even acknowledging what I'm saying. I'm not going to accept resolution until you acknowledge there is an issue with your system and give intent to fix it. Innocent people are literally being arrested over this, which is outrageous!

Sincerely,

*************************
Initial Complaint
Date:08/21/2023
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.
The date of my rental refusal was August 19, 2023. The amount of money I lost was ****** GBP.This fee was paid to an intermediary company: CarTrawler.com. But, I cannot find fault with CarTrawler.com. Rather, it was Hertz's unreasonable policy that caused me the loss of money and great inconvenience. My car rental was refused, according to the Hertz representatives, because my ID (a **** passport) and my license (******** driver's license and international license issued in *****) are from different countries. I used to have a ********* driver's license but because I have been in ***** for over 30 years, I was not able to maintain it. A Hertz employee suggested that I should have dual citizenship if I had been there so long but ***** does not ***** dual citizenship. I complained that there is no explanation on the Hertz website or on my rental agreement about the need for the license and the passport to be from the same country, but was told that Hertz doesn't need to explain such things in advance.According to the explanation I received at the Hertz counter, a directive not to allow rentals by persons like me who have licenses and passports from differnt countries came from a regional manager. The recent directive seems to have been the result of media coverage of an incident that occurred in ***********. In that incident, a Puerto Rican man was denied rental because he didn't present a passport. In that case, no passport should have been required because Puerto Ricans are U.S. citizens. The company vowed to improve employee training and, somehow, refusing cases like mine was one result. But, of course, denying cases like mine is in no way a rational response to what happened in ***********. The Hertz confirmation number was K4900468758. Regarding my contact information, the ******** phone number I provided does not work while I am in the **** I will be in ***** after August 26th. Until then, e-mail is the best way to contact me.
Business Response
Date: 08/25/2023
Complaint ID: ********
Res#: K4900468758

Please accept my sincere apology for our rental locations error. A review of our records indicates you have been in contact with our *********************** team who spoke with you directly to address and provide a refund for the reservation as well as provide you compensation.
Thank you again for bringing this matter to our attention.
Initial Complaint
Date:08/21/2023
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 returned my car in the same condition as I got it and I had filled up the gas before dropping it off. Attached is a photo of the dashboard showing the tank is full. Yet this Hertz location charged me for $156 for fuel and service"I also want to file a complaint against this location for intentionally adding made-up fees to not only my return but so many others. Corporate Hertz, please check their ****** and Yelp reviews. Employees and managers at this location intentionally block off the printed receipt lanes with cars so customers have to use the e-return lane. This happened to me when I was returning my car.During drop-off, the lanes with receipt were blocked intentionally , with cars facing the wrong way. Only the e-return lanes where open so I dropped off my car. I left the car in the same condition as I got it and I had filled up the gas. 3-4 employees were just standing around . As I walked past, a man introduced himself as the manager and said that I will get an email to review. And if I can complete the review right away like in within 2 hours. I said ok and didnt think much of it.I did complete the review and gave them positive ratings but then this Hertz location charged me for $156 for fuel and service which now I have to deal with. Its just ridiculous and a bogus charge .
Business Response
Date: 08/25/2023
BBB Case number:20502674

Res ID or RA #:*********

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

We regret any misunderstanding regarding the fuel fee billed. Our records show the $155.52 was refunded on August 25. The credit will go to the **************** account ending in 1008

Thank you for contacting us.
Customer Answer
Date: 08/25/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for quickly resolved this.
Initial Complaint
Date:08/21/2023
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.
Hertz Rental Record# ********* From August 10th to August 14th I rented a Tesla Model 3 from Hertz at Orlando's ******** I drove the car a total of 182 miles and had to charge it twice from around 10% charge up to 95% charge. After my first charge I got only 77 miles before recharging from 8% up to 95%. I was told that I should return the car with at least an 80% charge. Since the closest supercharger to *** was 14 miles I calculated that I would barely make it to the airport with an 80% charge (note that the chargers only allowed a charge up to 95% and I was using about 1.1% of the energy per mile (85%/77). As such I returned the car with about a 50% charge and explained to the check in person that there was something wrong with the car for it to have such a low range. Needless to say I was astonished to find that when I received my receipt that I had been charged a $35 recharge fee on top of a $31 fee to recharge the battery. This is unacceptable. A traditional gas powered car would have gone approximately 300 miles on a fill up. I would like a refund for the charge fees and also Hertz needs to warn future renters about the low range. Note that Hertz is advertising that their EVs have at least a 200 mile range (see attachment from Hertz' website). This is blatantly false.
Business Response
Date: 08/25/2023
BBB Case number:20502297

Res ID or RA #:*********

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

We apologize for the inconvenience experienced when the vehicle would not hold a charge. I can certainly understand the frustration this caused. A credit of $69.23 is being issued to the **** account ending in 5227. This represents the ** charge fee and recharge fee. Please allow 5 to 7 business days for this credit to post to the account.

Thank you for contacting us.
Initial Complaint
Date:08/21/2023
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.
Hello, My car was hit by a Hertz Rental Car on July 16th and I am still waiting for the claim to be assigned to an adjuster. I want my car repaired as soon as possible. Every time I call them, after a long wait on hold for like ****************************************************************************************************************************** I think that this is a scam and that they don't have any adjusters.
Business Response
Date: 08/25/2023
BBB Case number:20501420

Res ID or RA #:NA

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

Regrettably, we do not handle damage claims in this office. I have forwarded this case to our ***************** team. They will reach out to ****************** directly. If needed, she can contact them at ************************************************** or by phone at ************

Thank you for contacting us.
Initial Complaint
Date:08/21/2023
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 took my car into have recalled maintenance done and was sent to Hertz by that dealership. When I finally got to get my rental I had been told that I needed to return the car with a full tank, which there was, and that the deposit I made would be returned to me within 24 hours after I returned the car. Upon return they held my deposit an extra 24 hours, then charged me for 3.2 gallons of gas at $9.99/gallon, even though no gas was needed for the car and charged me tax on gas, which is already taxed and therefore makes it illegal to charge me tax again. *** tried reaching out to get information and find out anything about that and if I call the location Im put on hold for upwards of 30 minutes and they never come back to the phone. So, I try again. The first time I called I was told that the district manager was in the office, I asked for a call back as I had to get to work myself. I never received a call back. I picked the car up on August 15, 2023 @ 9:15am and dropped it off on August 16, 2023 @ 8:45am.
Business Response
Date: 08/24/2023
BBB Case number: 20501346
RA #: H26619062

This is in response to ***************************,
After reviewing our records and the refueling charges, I have determined a credit is due. An adjustment of $34.24 is being processed to the account billed. I sincerely apologize for the billing error. The adjustment is being made at this time, but may not appear on the next monthly statement due to billing cut-off dates.
Thank you for giving me the opportunity to review this matter. We value your business and hope that we will be able to serve you in the future.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Hertz is NOT a BBB Accredited Business.