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

7,199 total complaints in the last 3 years.
1,725 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:08/07/2023
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 would like a refund of my repair on the Hertz car. On 6/16/23 I purchased an automobile from Hertz ************ at ***** ********** in *****. After returning home, driving the car from ***** I heard a grinding noise from the rear brakes. I called the Hertz office and reported the problem. They ask me to bring the car back to ***** for them to examine it. I decided it was not safe to return 80 miles with bad brakes and had the repair done locally (In *********). I then sent the repair bill to them and they refused to pay even a part of the invoice, I have sent the request to three different Hertz locations and the all either refuse to pay or say they have no knowledge of the problem. This was Hertz Contract P00026609831, Purchase of a 2018 ****** Pathfinder.
Business Response
Date: 08/09/2023
BBB Case number:20432302

Res ID or RA #: NA

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

Regrettably, this office does not handle car sales cases. I have forwarded this to our car sales team, someone will reach out to ************ directly.

Thank you for contacting **.
Initial Complaint
Date:08/07/2023
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.
Me and my wife rented a car with Hertz Rental Cars (rental number #*********) to do a roadtrip in Route 66. Almost in the end of our trip we had a tyre burst. The car had no spare tyre. We were in the middle of nowhere, no one was passing by, the network signal was really weak and there were 110F (43C). We tried several times to call Hertz Assistance on Road and no expert answered. We had to call 911 to get help, and had several costs with all of this (thow truck assistance, thyre replacement, hotel to sleep that night. lost of our payed night in *********, uber to go from and to the ********* We are doing this complaint to report this unacepptable service from Hertz e to get full refund of all the costs with had with this incident. Hope to hear from you soon.Best Regards,********************************
Business Response
Date: 08/16/2023
BBB Case: 20430342
RR No: 427818602

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

I apologize for the difficulties you experienced during this rental. As previously advised, our records show that all coverages were denied at the time of pickup and no contact was made with ************************** (ERS). When a customer experiences difficulties or is unhappy with their vehicle during the rental time frame. We recommend contacting ************************** (ERS) for on-rent support, ERS can arrange for an exchange,repair, tow, or make notes of your concerns. We do not have record that you contacted our ERS team regarding the condition of the vehicle. Additionally, per your previous discussion with us regarding this matter you had confirmed that you had caused the damage while driving on a gravel road. With these considered, no refund is warranted. While I understand this is not the desired outcome, I hope you will understand our position in this matter as we consider it fully addressed.

Thank you for contacting us.
Initial Complaint
Date:08/07/2023
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.
Dear Better Business Bureau,My rental record number: F41755000.I am reaching out to file a formal complaint regarding my recent rental experience with Hertz. Despite my attempts to engage with Hertz headquarters and executive customer service, I have not received the documentation I requested for a claimed damage, justification for an excessive towing fee, or an explanation for the voidance of my purchased insurance coverage.I am seeking your assistance in mediating this matter and urging Hertz to provide the following:1.Substantiated evidence of the claimed vehicle damage.2.A comprehensive breakdown and justification for the towing fee.3.A clear explanation for the voidance of the insurance coverage.Your intervention is crucial to achieving a just and equitable resolution to this matter. Your prompt attention and mediation efforts are greatly appreciated.Sincerely,**************
Business Response
Date: 08/09/2023
BBB Case number:  20431931
Res ID or RA #:  F41755000

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

We apologize for the delay in receiving the requested documentation. We have reviewed customer care case ******** where the ********************** agreement and pictures were provided by the location. Please note the Collision Damage Waiver was voided due to the vehicle being driven off of a paved road. Per the rental terms and conditions, the vehicle must remain on paved roads.
I have also reviewed our *********************** case ********. The have also reached out to the location and have received a reply. The location is, at this time, gathering the requested documentation. Please allow additional time for us to receive the requested documentation. The documentation will be forwarded to you as soon as we receive.
Thank you for contacting us.
Customer Answer
Date: 08/09/2023

Complaint: 20431931

I am rejecting this response because: the towing service fee is excessive and they haven't provided what kind of damage the vehicle had and where did it had.

Sincerely,

Abdimajid Areb
Business Response
Date: 08/14/2023
BBB Case number:  20431931
Res ID or RA #: F41755000

This is in response to Abdimajid Areb,

We apologize again for the delay and inconvenience.  The Hertz location in ****** is an independently owned and operated licensee franchise. The licensee owner purchases, maintains, and insures his or her own vehicle fleet. Claims are processed by the Hertz licensee involved.

Thank you again for contacting us.
Initial Complaint
Date:08/07/2023
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 am Uber driver in rented a car from hertz on Friday June 30 on the Uber rental program on July 4th someone stoled the car from my home address I reported this to the police station and hertz company police station stated that I cannot made a actually stoled car report because I was not the register owner of this vehicle hertz did not made the police report either so about a week later I found out the car end ** in ****** I was in communication with hertz back in forward the whole week now I dont know if hertz would file a stoled car insurance claim so what they did was to blocked my account for not allowing me to renting with them anymore they also blocked me with another rental agency Im not allow to rent from anybody anymore I am in bad circumstances because of this incident Id stoped working for Uber I dont know what to do I really would hertz to Take me off the blocked list and allow me to do bussines with them again it wasnt my fault that a car was stoled
Business Response
Date: 08/09/2023
BBB Case number: 20431807
Res ID or RA #:

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

Unfortunately, I was unable to locate the rental with the information provided. So we may review this matter, please provide the rental agreement number.

Thank you for contacting us.
Customer Answer
Date: 08/09/2023
# *********
my drive license number
********
rental agreement
Business Response
Date: 08/14/2023
BBB Case number: 20431807
Res ID or RA #: 403635142

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

We apologize for the inconvenience experienced. In order to review this matter, please contact our rental suspensions team directly at ************************************************************ or ************.

Thank you for contacting us.
Initial Complaint
Date:08/06/2023
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.
April 25, 2023, I reserved a 12 passenger van through Hertzs website and received reservation number K4731443775. My credit card was charged $1234.67. One week prior to our July trip, I called the reservation number to confirm the reservation.On the day I was scheduled to pick up the van, July 16th, I went to the reservation counter and provided all of the required documentation and completed the paperwork. I was told to take a seat and they would let me know when the vehicle was ready. After waiting for over an hour, I went back to the agent to inquire about the vehicle. The agent then told me that the check engine light was on and the technician was try to locate a replacement vehicle. I wait another 20 minutes or so and was told that a vehicle was ready. I went to the reservation spot and noticed that the van was old, had high mileage and had a horrible smell. I drove the van from the lot and was pulled over where I was informed that the tail lights were not working. I returned the vehicle and was asked to wait again for them to repair the lights. After waiting another hour or so, I asked to speak with a manager. The manager, ****, told me that he could provide me with two SUVs or I could cancel the reservation. I ended up canceling the reservation and was frantically looking for another vehicle to rent for our week long trip. I found one but the cost was over $600 higher than the original reservation through Hertz. After returning from the trip, I made several phone calls to inquire about my refund and to discuss the additional $600 that I ended up paying to reserve the vehicle through a different company. Finally, on Aug 4th, I received a call from a local manager, however she could only offer a $100 certificate for a future rental. She could not help me with obtaining a refund or any other issues that I brought to her attention. As of today, I still have not received a refund and no one has addressed any of my concerns.
Business Response
Date: 08/23/2023
BBB Case number: 20431385
Res ID: ***********

This is in response to *****************,
We sincerely apologize for the inconvenience you experienced when we were unable to honor your 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.
Regrettably, our records indicate the refund of the prepayment for your July 16 reservation was just submitted today. Please allow 7 to 10 bsuiness days for the $1234.67 refund to reflect on your **************** ending 2006.
In order to consider reimbursement for additional expenses incurred for the alternate transportation, please supply us with a copy of the itemized invoice received from the alternate rental compnay. Please also confirm if the reimbursement can be issued to the **************** ending 2006.
This information can be sent to ***************************************************. Please reference case number ******** when sending the requested information. You can send the credit card information via e-mail as long as you split the card number in two e-mails. For example, you would send the first 8 numbers in one e-mail and the second set of numbers in a second e-mail, along with the expiration date. You can also send confidential information by mail to the address below:

Hertz Rent-A-Car
P O Box 26120
*************, ** 73134

Thank you for contacting **.

Customer Answer
Date: 09/01/2023

Complaint: 20431385

I am rejecting this response because: I responded and provided the additional documentation which includes a summary of the charges from Budget. I responded on 8/24/23 however no one has responded confirming that they will reimburse me. I am scared to officially accept the offer without confirmation that I will be reimbursed.

Sincerely,

*****************
Business Response
Date: 09/07/2023
BBB Case number:20431385

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

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

Our records show a response was sent to him on September 3:

Dear *****************,

Thank you for providing the requested competitors receipt. The difference between the Hertz rate and Budget rate is $492.93. The refund was processed to your **************** ending in 2006. Please allow up to 10 business days for the refund to post to 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.

Kind Regards,

***********************
Hertz Executive Customer Services

Thank you for contacting us.
Customer Answer
Date: 09/07/2023

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:08/06/2023
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.
Rental agreement number: H24854196 Date picked up: 6/8 Return date: 7/8 Name: *************************** My insurance company progressive reserved a car for me to pick up while my car was scheduled to be repaired at the body shop when I picked up the car they asked for a credit card to take a deposit they charged me $350 and they told me once I returned the car the deposit will be returned to my accounts. Once I returned the car, I still continue to get phone calls that the car was in return for at least four days after returning the car and then I receive no communication from them whatsoever. I even tried calling multiple times to get some sort of bill of closing out this rental and they told me that, I have to wait and I never heard back from them never received a call and suddenly on August 3 they decide to charge my debit card $1800 that was supposed to be used for my rent and the $1800 is actually money that came from student federal loans so I can support myself as a student and a Hertz had absolutely no right to take all that money out of my account without notice without my authorization, and without my consent I would like for them to return my money back to me contact me let me know why theyre charging that much and I will arrange payments. If theres anything that needs to be paid they had no right to go into my bank account and just take out whatever money thats in there while those funds are federal funds that are supposed to be paid to my landlord otherwise I will be evicted I want this matter resolved as soon as possible to prevent hurts from facing any further consequences. They have no right to just withdraw federal student money that is designed for the students to support themselves while they intend their studies.
Business Response
Date: 08/08/2023
BBB Case number: 20430627
Res ID or RA #: *********

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

We apologize for any misunderstanding regarding the additional billing. Our records indicate the vehicle was returned 7/13/2023. If this return date is incorrect, please provide documentation reflecting the return of the vehicle to the Bronx location. ************* covered a rental rate of $60.00 per day for 30 days. The additional billing of $1074.00 represents the rate difference, as well as 5 additional rental days. The rental agreement and final invoice are attached for your records.

Thank you for contacting us.
Initial Complaint
Date:08/06/2023
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 am writing to file a formal complaint regarding a highly unsatisfactory experience I recently encountered with Uber Rental Marketplace and Hertz. The incident occurred on August 4, 2023, and has severely impacted my scheduled plans.On July 28, I reserved a vehicle through Uber Rental Marketplace, in association with Hertz, for pickup on August 4, 2023, at 4:00 pm. The confirmation number for the reservation was K56735832A8. This rental was crucial for my planned activities on that day, and I relied on the assurance that a vehicle would be available for me.However, just 6 hours before the scheduled pickup time, I received a call from Hertz at **************, notifying me that they would not have any cars available for my reservation. To make matters worse, they suggested that I contact other Hertz locations to check for availability, but it turned out that none of the other locations had any cars either.This situation left me stranded without a vehicle on the week I had made important commitments and car-ride planning that were reliant on having reliable transportation. As a direct consequence of Hertz's failure to fulfill my reservation, all my scheduled driving plans were severely impacted, causing great inconvenience, frustration, and financial loss.I find this lack of preparation and communication on the part of Hertz to be entirely unacceptable. They had a responsibility to ensure that the reserved vehicle was available as confirmed, and their last-minute notice severely disrupted my plans.As a valued customer, I expected a higher level of service and commitment from Uber Rental Marketplace and Hertz. It is clear that they failed to meet these expectations, leading to significant inconvenience and disappointment.Therefore, I kindly request your assistance in addressing this matter and facilitating a resolution with Uber Rental Marketplace and Hertz. I seek appropriate compensation for the inconvenience and financial loss I incurred due to their failure to provide the reserved vehicle. Moreover, I urge them to implement measures to prevent such incidents from occurring in the future and to improve their communication and reservation management systems.I have attempted to resolve this matter directly with Uber Rental Marketplace and Hertz, but the response has been inadequate and unsatisfactory. As such, I believe that your intervention as a neutral third party will be crucial in finding a fair and timely resolution.Please find attached copies of the reservation confirmation, any relevant communication record with Hertz, and any other pertinent documentation that supports my complaint.Thank you for your attention to this matter. I look forward to a prompt response from BBB and a satisfactory resolution to this unfortunate situation.
Business Response
Date: 08/10/2023
BBB Case number: 20427423

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

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

Regrettably, we do not handle the Uber driver program in this office. Concerns and problems are handled by the renting location.

Thank you for contacting us.
Customer Answer
Date: 08/13/2023

Complaint: 20427423

I am rejecting this response because:
1. The issue originated from the rental location itself, and the reservation was confirmed by the rental office. While I understand that the Uber driver program might not be managed directly within the rental office, it is crucial to note that the issue was directly related to the rental process.
2. Furthermore, I want to reiterate that the impact of this situation extended beyond mere inconvenience. It had a financial impact as well, disrupting previously important commitments and business plans that relied on the reserved vehicle's availability. The failure to provide the reserved vehicle not only caused inconvenience but also disrupted critical business arrangements.

Sincerely,

************************
Business Response
Date: 08/18/2023
BBB Case number: 20427423
Res ID: ***********

This is in response to ************************,
I sincerely apologize for the inconvenience you experienced in **************, 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.

As a gesture of our concern for the inconveniences we caused, I have mailed a $100.00 Hertz certicate to the address you provided on your BBB submission.

Again, I apologize for the inconvenience we caused you I hope you will allow us the opportunity to serve you again so that we can regain your complete confidence in Hertz.

Customer Answer
Date: 08/30/2023

Complaint: 20427423

I am rejecting this response because:
I trust this message finds you well, although I must express my deep frustration regarding the ongoing issue I've been facing.
While I acknowledge your apology for the inconvenience I faced due to the unavailability of the reserved vehicle, I am compelled to highlight the continuous disappointment I've experienced. Despite your previous assurance of sending a $100.00 Hertz certificate, I regret to inform you that I have not yet received any such check or certificate at the address I provided on my BBB submission.
The delay in resolving this matter and the apparent failure to fulfill the promised compensation have further exacerbated the frustration caused by the initial inconvenience. The inconveniences I encountered significantly disrupted my plans, and this prolonged response time only adds to my disappointment.
Given the circumstances and the recurrent letdowns, I insist on your immediate attention to this matter. It is imperative that you urgently investigate the status of the promised compensation and provide a comprehensive update on when I can expect to receive it.
Thank you for your understanding of the urgency of this situation. I hope to see a prompt resolution so that I can begin to restore my faith in Hertz's commitment to customer satisfaction.
Best Regards,

Sincerely,

************************
Business Response
Date: 09/07/2023
BBB Case number:20427423

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

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

The $100.00 rental certificate was mailed on August 30.

Thank you for contacting us.
Initial Complaint
Date:08/06/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Rental record ********* Dear Team,I picked up my rental car from the *************** rental station.I explicitly told the agent that I dont want and need any additional service or insurance.He did let me sign on the notepad without showing any summary or billing Information.Upon my arrival at home I noticed a high credit card statement and checked the slip he gave me (see attachment).He charged me additional **** USD per day for PAI/PEC.I didnt consent to that. In ******* - we call that fraud. kindly help to get the amount refunded.Best regards ********************************* Phone: ************ Or *************** *************************
Business Response
Date: 08/08/2023
BBB Case number: ********

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

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

We regret any misunderstanding regarding the charges billed. As a gesture of our concern, a credit of $124.65 is being issued to the **** account ending in 8386. This represents the ************************************ Effects Cover plus applicable fees. Please allow 5 to 7 business days for this credit to post to the account.

Thank you for contacting us.
Customer Answer
Date: 08/09/2023

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:08/06/2023
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 rented a car at *************************** on 12/24/22. While I had the rented car, the windshield was damaged and thinking that in the ****************, I was not liable for glass, I did not pay attention. I did not file a report to my insurance. Hertz never contacted me about this issue; but after 7 months, I received a letter from a collection department (JNR ****************** phone # ************) and as a result I'm forwarding this claim to my insurance company (Geico). I'm reporting to BBB as an unfair practices form Hertz.
Business Response
Date: 08/31/2023
BBB Case number:20429459
Res ID or RA #: *********

This is in response to *****************************,
Regrettably, we do not handle claims in this department. All damage claim disputes are handled by our ***************** team. I have forwarded this case to them to handle. They will reach out to ******************** direct. They can be contacted direct at ************************************************** or calling ************.

Thank you for contacting us.
Initial Complaint
Date:08/06/2023
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.
Rental record ********* Dear Team,I picked up my rental car from the *************** rental station.I explicitly told the agent that I dont want and need any additional service or insurance.He did let me sign on the notepad without showing any summary or billing Information.Upon my arrival at home I noticed a high credit card statement and checked the slip he gave me (see attachment).He charged me additional **** USD per day for PAI/PEC.I didnt consent to that. In ******* - we call that fraud. Please help me to get that amount 112.65$ refunded Thanks for your support.Best regards ********************************* Phone: ************ Or : ****************
Business Response
Date: 08/23/2023
BBB Case number:20429457
RA #: 407657946

This is in response to *********************************,
Our records indicate a full refund of the PAI/PEC charge on August 11. The $124.65USD refund was issued to **** aending ****. A copy of the updated invoice is attached for your review.
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.

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Hertz is NOT a BBB Accredited Business.