Complaints

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

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  Hertz

  8501 Williams Rd Estero, FL 33928-3325

• 

  Hertz

  5405 Airport Service Rd Tampa, FL 33607-1419

• 

  Hertz

  4500 E Speedway Blvd Ste 40 Tucson, AZ 85712-5325

• 

  Eagle Automotive

  2223 Memorial Pkwy SW Huntsville, AL 35801-5621

• 

  Hertz

  Ontario International Airport Ontario, CA 91761

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:08/10/2023

  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.

  My reservation was made via online upon my arrival their were about 8 customers already upset about Issues but I was not involved what most complaints were was Gold members not being on the digital board for their reservation. Others complaining that they did not get the vehicle they reserved and so on. One lady had already stood in line for 20 min and was told to select a vehicle and then she came back to window and explained its not what she paid for the gentleman working at one of the windows told her she has to get back into the line to be helped. Another couple were trying to complain about something else and waiving their paperwork at the employees. As I waited my turn in line. I thought things were going well up into I was asked to leave a larger deposit than what my reservation required. Also was told I would have to provide my SSN to run my credit I have never done that before with other companies and didnt feel comfortable. I needed the vehicle to have my info. I was told my deposit would be $900 some then $700 some then $600 some and price kept changing when I asked why she mentioned different fees. And explained it was only for holding purposes because I was going to drop off the car early on Sunday morning and no one would be around to ck me back in and it was reassurance. After proving all the info I told the associate I would have to transfer funds to be able to run the amount. She processed before I was done transferring and my card was declined. She was upset for having to redo all the info and I was asked for my SSN again. Once everything got processed she pointed at a row of vehicle and told me to go pick from that row any car and that row only. However there were no full size in that row and thats what I paid for. In order to get the vehicle I paid for I would have to get back into the long line of more irate customers and I did not travel this far to miss an important appt. to be told hertz could not help me. Will not be using this company!

  Business Response

  Date: 08/15/2023

  BBB Case number:  20451792
  Res ID or RA #:   525908751
  
  This is in response to *******************************,
  
  Your taking the time to notify us of your experience with Hertz in ******* is appreciated. As a service oriented company, we rely on customer feedback to help ** maintain and improve our service standards. By giving us your comments, it helps us provide the best customer service possible.  Please be assured your comments will be shared with the appropriate Hertz location management. 

  A credit of $43.02 is being processed to your **** account.
  
  Thank you for contacting us.

  
  

• Initial Complaint

  Date:08/10/2023

  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.

  We rented a car from Hertz and accepted their offer of prepayment for the gas. We got a bill about a month later stating we owed $150 for returning the car with the fuel not on F. I spent two hours explaining the situation and was promised it would be resolved. Only to get a letter that I am banned!? My husband just paid it. I am at the airport and Hertz who said I would be reinstated said I was still banned. Their customer service is rude and its frankly a scam.

  Business Response

  Date: 09/05/2023

  BBB Case number:********
  
  Res ID or RA #:*********
  
  This is in response to ***************************,
  
  We have confirmed the outstanding balance was paid to the collection agency and the rental suspension was removed.  ****************** is clear to rent in the future.
  
  Thank you for contacting us.

• Initial Complaint

  Date:08/10/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a van from this location on 7/26 for a family trip to Georgia. The reservation was for a 6pm pick up(which was booked online) but I later found out that the location closes at 5pm. I spoke with **** who informed me that I could pick the vehicle up by 5pm since I did not get off work until 4:30pm. When I received keys for the vehicle I was devastated to see that the inside of the vehicle was not cleaned out. There was sand or salt like material,dirty areas, other small trash in the vehicle. **** had already pulled off as the business had closed for the day. I contacted **************** and was informed to email pictures which I did. When I returned the van on 7/31, ****'s co worker stated that the location was short staffed and I needed to take that into consideration(not his exact wording). I have not heard from anyone regarding this. Then on this date 8/10, I received an email regarding a toll charge which was charged to my credit card. It stated that I crossed a toll on a road in *******, ******* which I was no where near on 7/28( the alleged date). I contacted the Plate pass company and was informed that a dispute would be submitted.

  Business Response

  Date: 08/15/2023

  BBB Case number:20451565
  RA #: 427868313
  
  This is in response to *****************************, 

  I sincerely apologize your rental experience with Hertz did not meet with the high standards of service we strive to maintain.  As a service oriented company, we rely on customer feedback to help us maintain and improve our service performance standards. The information you have provided is very important to us, since it tells us how our various locations are doing and where improvements are needed.  Please be assured your comments will be shared with the appropriate Hertz management.
  
  As a gesture of our concern, a credit of $70.00 will be processed to the account billed for this rental.  The adjustment is being made at this time,but may not appear on the next monthly statement due to billing cut-off dates. 

  Our records indicate that PlatePass did issue a full refund of the toll charge and adminstrative fee on August 15. Please allow 7 to 10 business days for this credit to reflect on the account billed. 

  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.  
  
  

  Customer Answer

  Date: 08/16/2023

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/10/2023

  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.

  Yesterday, I made a reservation for a week long car rental through AAA. Pick up was supposed to be at the ******************************************************************************************* facility. Both of my personal vehicles are at the dealership for repairs, so I had to Uber to ***************. When I got there, the guy behind the front desk, found my name on his paper list and then said, "I tried to call you yesterday, but the number we had was the wrong number. We do not have a car for you." I asked if I could make a reservation for tomorrow. He said, "no, we don't have any car to give you for the entire week." I then asked for his help in getting a vehicle from the airport or some other Hertz facility. He refused. He didn't even offer an apology or offer any kind of expression of sympathy about my situation! Just stoney silence. It was the worst customer service I have ever experienced. All of this has been catastrophic for me personally. Of course, I had to call an Uber driver to get home which is where I am now sitting without a rental car. I will tell you too that I tried on several occasions yesterday to reach a human being at Hertz to discuss my rental. Did you know that it is in fact impossible to actually speak to a human being in the Hertz system?

  Business Response

  Date: 08/16/2023

  BBB Case number: 20451513
  Res ID: ***********
  
  This is in response to *****************, 

  We sincerely apologize for the inconvenience you experienced when we were unable to honor your reservation because a vehicle was not available. Although our reservation system is designed to provide a vehicle at the time and place requested, situations can sometimes develop that prevent us from honoring a reservation. 
  
  As a service oriented company, we rely on customer feedback to help us maintain and improve our service performance standards.  The information you have provided is very important to us, since it tells us how our various locations are doing and where improvements are needed. Contrary to the poor impression this experience has left with you, this is certainly not representative of the high quality of service we strive to give our customers.

  As a gesture of our concern for the inconveniences we caused, I have added **** Hertz Gold Plus Reward points to your account. 

  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:08/10/2023

  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.

  Hertz's escalation process is a joke. I sent an email to their "executive escalation" team and received an automatic message that I would get a response in 2-3 days. It's been 10 days and I still haven't heard anything. Also, the "executive escalation" phone number routes you to their generic customer service line, where you wait for 20 minutes, only to be told they can't assist.I rented a car through their Uber program and they towed the car without warning. I followed the direction of and was in constant contact with their reps at my local office. I needed to change the debit card on my rental but was unable to do so due to an open work order to replace the wiper on the vehicle. Their reps told me to come back the following Friday. A payment of $1252 was taken from my account on Wednesday but they still towed the car Friday morning. There wasn't a billing issue or any reason for them to tow the car, so I reported it stolen. Then I received a final billing statement the following day (even thought Hertz reps were telling me they didn't have the vehicle) with $785 in additional charges due to the tow.I am also now on a do not rent list and I've done nothing wrong. I've reached out to their customer service several times since to no avail. Their representatives say they can't assist and open escalation cases but I have yet to hear anything from Hertz.I need someone from Hertz to contact me immediately, the $785 in bogus charges refunded, and to be removed from the *** list as soon as possible. Original email was sent 8/1. Followup email was sent 8/4, and still no response as of 8/10. Uber drivers do not rent these vehicles to ride around on vacation. We are contractors/business owners who rely on these vehicles to generate revenue. It's been 10 days now and I have not been able to work due to this situation. Please rectify immediately!

  Business Response

  Date: 08/15/2023

  BBB Case number: 20451332
  RA #: 406847991
  
  This is in response to *****************************, 

  I sincerely apologize for the problems you have experienced with your recent Uber/Hertz rental. I have issued a $802.88 refund to your MasterCard ending ****. Please allow 7 to 10 business days for this credit to reflect on your account. 

  Our Rental ********************* has also cleared you from suspension and you are able to rent with Hertz again. 

  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.  
  
  

  Customer Answer

  Date: 08/16/2023

   
  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 your attention to this matter.

  Sincerely, 

  *****************************

• Initial Complaint

  Date:08/10/2023

  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 07/14/23, I rented a car for my husband, ***********************************, from Hertz, because he was leaving town the next day. I paid at booking. The next day, day he has to leave he gets a call from Hertz saying they couldnt honor the rental because the didnt have any vehicles. It was day of and I called Hertz back and asked if one of the other locations had a vehicle, the guy said he didnt know but he could transfer, I said I dont want transferred if no one is going to answer, he cold transferred me, and of course no one answered. We ended up using his moms car. But what does Hertz do?? They still charge us, and thats not even the worst part. I called Hertz and was told it would take ****business days to get the refund. So not only did they charge us, but we had to wait **** business days to get our money back that never should have been taken in the first place. I asked the rep to explain why we were charged and he couldnt so I asked to speak to a supervisor. So **** gets on the phone doesnt even ask me whats going on just tells me sometimes we just have to wait, so you have to wait 10 days so I immediately asked to speak to her manager, as my issue was why I was charged and she clearly had no intent of listening to what I had to say. **** refused to get me a manager and disconnected the call while I was still on the line. To top it all off I think **** maliciously sabotaged the return to make us wait another 10 days as we have not received our refund and it has been well over 10 days. I want a refund, an apology, and compensation for all this c*** Let me take money from them for no reason and not pay it back when asked.

  Business Response

  Date: 08/15/2023

  BBB Case number:  20450708
  Res ID or RA #:  K5594017720
  
  This is in response to ***********************,

  I sincerely apologize for the inconvenience you experienced when we were unable to honor your reservation.  Although our reservation system is designed to provide a vehicle at the time and place requested, situations can sometimes develop that prevent us from honoring a reservation.  Normally our inventory of vehicles is more than sufficient to meet confirmed reservations; however, on occasion, customers do not return vehicles as expected, and the resulting shortages cannot be overcome immediately.

  I have verified the reservation was confirmed as a prepaid reservation.  When a prepaid reservation is confirmed, the prepayment is submitted to the credit card provided at the time of booking.  Due to being unable to receive a vehicle a credit for the prepayment was processed.  I have verified the prepayment of $58.32 has been processed to your **** account. 

  Thank you for contacting us.

  
  

• Initial Complaint

  Date:08/10/2023

  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.

  Itinerary # ********* Pick up location: Hertz (RC) ******************* rented a vehicle from Hertz at the above entitled location on July 31, 2023. I was given an electric vehicle. Due to limited charging stations, I went back to Hertz (8/5/2023) and requested a gas vehicle.*******, a store employee at the above location, treated me with such aggression that I was frightened for my life. Not only did he yell at me but proceed to swing his hands and arms in my face to the point where the whole store was in shock and silence. He seemed to be on the brink of a mental or emotional breakdown. His reaction to me wanting to swap out the electric vehicle was unwarranted and should be looked into my corporate as threatening. This man has severe mental issues and should be fired as he may pose a life threatening situation. I will never rent a vehicle from Hertz again. I had never been scared for my life as I was at the Hertz location on *****************. ******* is aggressive, unprofessional, reactive, emotional, rude, and on the brink of an assault. Check the cameras on that date.

  Business Response

  Date: 08/16/2023

  BBB Case number: 20450858
  RA #: 520434445
  
  This is in response to Rafale *******, 

  At Hertz, we pride ourselves on the high quality of our customer service, and it is disturbing to learn of the incident you described.  There is never a reason for a Hertz employee to be rude or disrespectful and any unprofessional behavior will not be tolerated.  We sincerely apologize for the impression our representative left with you. The General Manager has been notified of your concerns for review with the personnel involved.
  

  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:08/10/2023

  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 had a rental reservation for a car on 7-31-23 at the *** Airport. When I went to pick up the car they told me they could not rent to me because of speeding (going 110 mph which is ludicrous). Since this was not true I disputed it. They gave me a number to call *************). No one answered that number for 2 days and vm was full. I sent a text. No answer. On day 3 I was able to leave a vm but again no answer back to date. I called Hertz corporate and they have no knowledge of any issues with my corporate account or my license. They said that location is a "independent office" which means nothing to me. It has the Hertz name over the counter. I can't get any responses from anyone and there appears to be no resolution process so I am starting with BBB and will move up from there.

  Business Response

  Date: 08/15/2023

  BBB Case number:  20450221
  Res ID or RA #:  K5582395923
  
  This is in response to *************************,
  
  We sincerely apologize the inconvenience experienced.  Unfortunately, we unable to review this matter in our area.  To review this matter further, please contact our Suspended Rental Privilege's team at ************ or ************************************************************ they will be able to further assist.
  
  Thank you for contacting us.
  

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20450221
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/10/2023

  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.

  My name is *************************** received a rental car from hertz ****** station in ************, ** on 06/23/23 at a rate of 58.95$ per day or 294.74$ per week for a 2019 ***** equinox with ****** miles but with the monthly rate they offer shouldve came out to 1220$ per month but I was charged 399$ a day and was charged for a total over 17,298.04$ for the month which is absurd because this is well above the value price of the car itself and their most expensive rental isnt 399$ a day I have the contract i signed at the time of pick up of the vehicle which states my rate of 58.95$ also its states even if I was late they could only charge me 15$ per day for 5 days resulting in a 75$ late charge even though I extended the rental twice they acknowledge the extension but could not provide me a receipt for it and claims to be unable to find my second extension so they say whoever extended it for me may have done it improperly there are no damages to the vehicle at all I am bringing this to your attention before I escalate this situation and get a lawyer involved I tried to resolve this matter with them myself but they are telling me they cannot help me I emailed their escalations/ corporate and have not received no response I feel I deserve a full refund and compensation for this HUGELY made error and if we cannot fix this I will take this matter to court

  Business Response

  Date: 08/15/2023

  BBB Case number:  20430477
  Res ID or RA #:  389312125
  
  This is in response to *************************,
  
  We have reviewed the charges billed.  According to our records, the rental was not extended properly, and attempted required authorizations were denied.  Due to the change in rental conditions, the rate reverted to the applicable daily rate based on the actual rental conditions.  As a gesture of our concern, we have adjusted the rate to the original rate confirmed of 1 week at $294.74 and $58.95 per additional day.  A credit of $13847.39 is being processed to your MasterCard account.
  
  Thank you for contacting us.
  

• Initial Complaint

  Date:08/10/2023

  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.

  In October 22 I rented a car from Hertz ********** *********** ** I had totaled my car my insurance paid for the rental I had to put $50 dollar deposit down its a requirement. Later my insurance paid $600 up front and later gave the other 600 I had the rental for 30 days @$40 dollars a day i didnt go over well before my insurance could pay the last $600 hertz went into my account and took $589 out my account Ive complained over again i didnt authorize this I only authorized $50 because they required it I have proof they received the money and taking there time sending me my money back!!!

  Business Response

  Date: 08/15/2023

  BBB Case number:  20447904
  Res ID or RA #:
  
  This is in response to ***************************,
  
  Unfortunately, I was unable to locate your rental details with the information received.  So we may review this matter, please provide the rental agreement number and/or a copy of the rental agreement, as well as a copy of your credit card statement showing the Hertz entry, your full credit card number and expiration date. 

  Please reference case number ******** when sending the requested information. Also, as a reminder, confidential information should not be sent through e-mail, since it is a non-secure means of contact.  Confidential information can be provided by contacting our ************************** team at **************.  
  
  Thank you for contacting us.