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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

Find a Location

Hertz has 2459 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Country
    Please enter a valid location.
    • 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

    Customer Complaints Summary

    • 7,199 total complaints in the last 3 years.
    • 1,722 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/01/2023

      Type:Customer Service Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hertz suspended my account because I turned in the car late. I was in consant contact with the local manager and followed his directions. I have been a loyal customer for over 38 years and am a "President ******* customer. I have over 300 days rented in the past 12 months. I would like for Hertz to talk to the local manager ***** in Clermont and un-suspend my account. I keep talking to people in the *********** that are reading a script. Someone from Hertz can call me anytime at ************. Thank you *****

      Business Response

      Date: 08/02/2023

      BBB Case number:20407176

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

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

      We have reviewed our records and found **************** rentals are frequently not returned as due. Due to the continual overdue rentals, **************** rental privileges are removed and will not reinstated. We apologize if the manager from the *************** provided misinformation.  When a vehicle is overdue, the customer needs to communicate with the Vehicle Recovery team and explain the situation.  Unfortunately, our position has not changed in this instance and he will no longer be able to rent from any Hertz, Dollar or Thrifty location worldwide.  

      Thank you for contacting us.

      Customer Answer

      Date: 08/03/2023

       
      Complaint: 20407176

      I am rejecting this response because:

      I did exactly what the manager told me to do from the **************** He is an employee of Hertz and you need to contact him. I am an airline pilot with American Airlines and sometimes cant drop the car off on the exact day. 

      I was never told that my account was in jeopardy. In fact you rewarded me with bonus rewards and points and elevated my position to President ******* I can assure you that I will not let this happen again in the future. 

      Again, I have been a loyal customer of ********************** for over 38 years and have had the same car in possession since January of this year. 

      Please reconsider and contact the manager at Clermont.

      Sincerely,

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

      Business Response

      Date: 08/07/2023

      BBB Case number: 20407176

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

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

      After a thorough review of this matter, we stand by our original decision. I do understand that this is not the preferred resolution however, no additional action is warranted.  

      Thank you for contacting us.

      Customer Answer

      Date: 08/09/2023

       
      Complaint: 20407176

      I am rejecting this response because:

      Hertz said that they had to repo the vehicle in 2019. The car was returned on time and sat in the Clermont Parking lot in front of hertz for 3 weeks.

      I had pictures timestamped back then and this was resolved!!!

      ***** the manager at Hertz Clermont can confirm this. His number is ***************** option 5. Please call him and he will confirm this.

      i am a happy Hertz customer, but the left had is not talking to the right hand!!

      Sincerely,

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

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

      Business Response

      Date: 08/16/2023

      BBB Case number: 20407176

      RA #: 383390696

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

      After a thorough review of this matter, we stand by our original decision. I do understand that this is not the preferred resolution however, no additional action is warranted.  

      Thank you for contacting us.

      Customer Answer

      Date: 08/17/2023

       
      Complaint: 20407176

      I am rejecting this response because:

      You are alleging that Hertz had to repo the rental car when it was in your possession at all times. Please call ***** the Hertz ******** ******* Manager to confirm at ************. The car in question sat in the parking lot in front of the Hertz location. Please call me if you have any questions. 


      Sincerely,

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

      Business Response

      Date: 08/22/2023

      BBB Case number:20407176

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

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

      Our decision for the rental suspension was not based on one incident.  Our decision had not changed.  The Rental Suspension will not be overturned.

      Thank you for contacting us.

      Customer Answer

      Date: 08/22/2023

       
      Complaint: 20407176

      I am rejecting this response because:

      I was able to restore my account without the help of the person handling this case on BBB. It unfortunate that I had to go to this extreme. 

      Special thanks to my manager in Clermont and ************** 

      Sincerely,

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

    • Initial Complaint

      Date:08/01/2023

      Type:Order Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I reserved a car and paid $424 online. Another $133 was due at pick up. When I got to the counter at pick up, I specifically stated I did not want additional insurance. She said ok, and gave me a form that stated that I agreed to receive a copy of the paperwork electronically (which I had to initial) and that I agreed to the terms of the agreement, which I had to sign. It did not show the details of any additional charges. Because there was a long line of people behind me, I did not read the form in great detail and I initialed and signed it. However, upon returning the car, I was charged an additional $672 and the contract showed that I was charged ***** per day for loss/damage waiver and $9.99 per day for Premium road service, neither of which was explained to me when I rented the car. I have called to dispute the charges but they say I signed the agreement listing the charges. They have sent me an pdf copy (attached) of the form I supposedly signed but that is not what I signed, as it contains no initials or statement saying that I agreed to receive the documents electronically. I believe they transferred the signature from the actual paper form that I signed to their electronic contract that lists the charges. I was never shown those charges prior to signing the document. I believe they are purposely being deceptive with their customers and tricking them into accepting these charges without fully explaining to them what they are agreeing to (particularly by having you agree to receive the documents electronically).

      Business Response

      Date: 08/02/2023

      BBB Case number: 20407087
      RA #: 421140241

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

      Based on your correspondence, I have decided to issue a refund for the Loss Damage Waiver and ************************ charges.  A credit of $539.74 has been issued to the account billed.  The adjustment is being made at this time, but may not appear on the next monthly statement due to billing cut-off dates. I am sorry this situation occurred and I appreciate the opportunity to take corrective action on your behalf.  

      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: 08/04/2023

       
      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 rectifying this situation. 

      Sincerely,

      *****************************
    • Initial Complaint

      Date:08/01/2023

      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.
      Rental Record# *********. I reserved a car through the Hertz partnership with ********* am also a Hertz gold member. I was quoted Base Price: $200.94 for Jul 24, 2023 - Jul 27, 2023 rental. But then my Hertz rental agreement quoted Rental Rate 3 days @ $ ***** per day ($ ******) +1 @ $ ***** ex hour, which is a high rate. Delta canceled my return ********** scrambled to extend my Hertz reservation 1 day to avoid penalties. When I got my final receipt, the rates for the entire rental had changed to $ *****/ DAY @ 4/ DAYS $ ******. I do not remember agreeing to change the rate for the previous days, which is not fair & is frankly a bad business practice for Hertz. I did not get a confirmation of the additional charge for the extra day. I do not think it's fair to change the rate for my entire rental period. I just called customer service and the rep was very rude to me. I spoke to a supervisor and he refused to refund any difference in rates. I always rent from Hertz because it's easy and reliable, but I fee duped. Please what can you do to fix this problem. Thanks.

      Business Response

      Date: 08/21/2023

      BBB Case number:  20406651
      Res ID or RA #:  426670182

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

      We apologize for any misunderstanding concerning the rate billed.  After reviewing the reservation records, as well as the computed charges, we found the appropriate rate has been extended for the actual rental conditions. The rate confirmed on the reservation was based on the conditions provided at the time of booking. However, since the rental conditions changed, the rate changed as well.  The new rate was advised at the time of extension.  However, as a one time goodwill gesture, we are honoring the original daily rate confirmed.  A credit of $113.92 is being processed to your **************** account.

      Thank you for contacting us.


      Customer Answer

      Date: 08/22/2023

       
      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:08/01/2023

      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 was in a car accident and Plymouth Rock reserved a rental vehicle with hertz and I have not been able to get in contact with hertz at all. I have been calling hertz for the past 3 weeks and nobody answers or helps with the situation. I am not able to fix my car without a rental and nobody is helping or doing their job. Very unprofessional!!!

      Business Response

      Date: 08/02/2023

      BBB Case number: 20406650

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

      We sincerely apologize for the problems you experienced in trying to obtain a rental from Hertz. Your comments were forwarded to our ************* account representative and he has advised you informed him earlier today that were able to obtain a rental on August 1. 

      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.

      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:08/01/2023

      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 rented a Tesla in April of 2023 for a trip in ******, **. Upon my arrival the representative that checked me in said "oh *****, what coverage do you want" Indicating that I needed additional coverage per renting a Tesla. I drive a tesla at home, and have proper coverage personally for vehicle. Upon realizing that the rep was predatory when he opted me in for unnecessary coverage I called the **** # - through many transfers and over an hour of my time the customer service line stated I would have to call the local branch - which I did, numerous times during my trip with no success. Upon my return to the airport to take back rental I explained the issue to a different front desk person, this woman seemed very helpful. he stated she would notify manager and I would receive a refund for insurance that was purchases but unnecessary. I was under the impression everything was fine until I had to dispute charge with my bank when additional cost hard posted. Per the dispute I received a notice of collections, as well as notice to my inability of renting with Hertz going forward. For a company with a great reputation to mishandle this, is beyond my understanding. I would like the amount that they state I owe to be waived and my membership with Hertz to be reinstated. I also think that the employee that opted me in to the insurance should have coaching in regards to his presentation of coverage, he was very predatory and misleading. Thank you, *********************

      Business Response

      Date: 08/02/2023

      BBB Complaint ID: ********
      ********************** Agreement # *********

      Thank you for contacting us. We appreciate this opportunity to address your concerns.

      Our records indicate that you accepted and signed for the loss damage waiver and premium emergency roadside service. Therefore, you are responsible for the balance of $284.99 that was sent to collection. The balance must be paid directly to the collection agency, JNR ************** Their phone number is ************.

    • Initial Complaint

      Date:08/01/2023

      Type:Order 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 car double charged me which cause my bank account to go in the negative. No one is trying to resolve the issue in a timely matter for me. I'm Requesting all my money back for damages done to account plus insufficient fund fees starting from July 31, 2023 until this claim is handled and return check fees I am a loyalty member as well with several rentals from Hertz. Rental period July 21, 2023 - August 1, 2023 Rental record# ********* Total Paid $906.00

      Business Response

      Date: 08/02/2023

      BBB Case number: 20406088
      RA #: 425004720

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

      In review of our records, we are showing you had contacted Hertz to extend your July 21 UBER/Hertz rental for an additional 7 rental days, to return on August 4. UBER/Hertz contract can only be extended in 7 day increments. When this was done an additional authorization hold was placed on your account. An authorization hold is placed on the account each time a customer chooses to extend their contract.

      We are showing you chose to return your rental on August 1. When the rental contract was closed, the authorization hold(s) were released in our system. 

      We regret any misunderstanding, however, no refund or reimbursement is warranted. 

      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: 08/05/2023

       
      Complaint: 20406088

      I am rejecting this response because:

      Sincerely,

      ***********************
    • Initial Complaint

      Date:08/01/2023

      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 made a reservation for an SUV at the ************** (rental #*********). When I arrived to the Hertz location, there were no SUVs available, the only non-sedan in the lot was a Kia ****** minivan, making it my only option given my luggage and passenger needs. After driving an hour, I noticed that when the brakes were applied, the car shook violently (indicating worn-out brakepads). Additionally, the car had difficulty shifting gears (automatic transmission). Combined, the nearly-non functional brakes + unreliable gear shifting made traveling the snowy ****** mountain highways extremely scary. Once I got to my location, I contacted Hertz (see attachment) and told them I wasn't comfortable continuing to drive the car. The hertz representative suggested that I drive 3 hours back to the airport. When I said I couldn't do that, they stopped responding. 3 calls placed to hertz customer service were not picked up. I did not drive the car for the rest of the trip, and only reluctantly drove it back to the airport at the end, driving very slowly and having more than a few terrifying moments on the highway. Afterwards, I contacted Hertz for a refund. They acknowledged the poor condition of the car (see attachment) but only offered 950 points instead of a refund. I called Hertz over the phone to tell them it wasnt acceptable. I then contacted my credit card to dispute the charge. I won this dispute through my card (see attachment) and thought that was it. However, Hertz then sent my "unpaid" charge to a debt collector. Hertz claims that they sent notification of this to my "business address", but conveniently did not send anything to my email, phone, or personal address, likely knowing I'd be least likely to check my old business address (that I don't even go to since I WFH). I paid the debt collector because I don't want Hertz to damage my credit score any more than they already have. Oh and did I mention I was a loyal Hertz member with top-tier President's ****** status?

      Business Response

      Date: 08/01/2023

      BBB Case number: 20404202
      RA #: 152980704

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

      I am very sorry for the condition of your rental vehicle and the inconvenience you experienced.  All Hertz 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.  This matter will be reviewed with our maintenance personnel.  

      While we understand the frustation and inconveniences you experienced, a full refund of the rental cost is not warranted. Adverse chargeback disputes do not mean the charges are invalid and in no way alleviates the renter of responsibility of the charges. We are showing we sent notices of the outstanding balance owed to the preferred address listed on your rental. We sincerely apologize you did not receive these notifications. 

      At this time, the payment you indicated you made to the 3rd party collection office has not posted to our system. Please provide documentation of this payment and we will insure our system is updated as soon as possible. 

      As a gesture of our concern for the inconveniences you experienced, once we have received the documentation showing the outstanding balance has been paid, we can credit your account $127.07. This reflects a refund of 1/2 of the rental cost for your February 23 rental. 

      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: 08/01/2023

       
      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. Please see attached for confirmation of payments to the collection agency.

      Sincerely,

      *********************
    • Initial Complaint

      Date:07/31/2023

      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.
      On January 25, 2023, I rented a Tesla from Hertz at the ***************. For the two days that I drove it, the credit card key used to unlock the car was glitchy, i.e., it didnt open the doors or start the car easily each time. Two days later, on January 27, as I was attempting to leave my hotel to go to the airport to return the car and catch a flight home, I was unable to get the car door to open with the key card. As I had a flight to catch, I could not stay and wait for road assistance. I immediately called Hertz and explained the entire situation to a representative who told me that if I paid the towing fee of $200.00, my contract would be closed. I agreed and received a text from Autoburg Towing shortly after that they were on the way. Upon receiving the text (which I included here), I assumed the car would be towed.Five days later, I received a call from a Hertz representative that I had not returned the car and thus would be charged $3071.81 for the cost of the additional days that I allegedly had the car. Over the last few months, I have spoken to several Hertz representatives in an attempt to resolve this matter and get the charge removed, but no progress has been made. The case number is **********. I plan to retain an attorney if the charge is not dropped. Also, I'd like to note that I have been a loyal ********* member of Hertz for over 15 years. My member number is ********.

      Business Response

      Date: 08/01/2023

      BBB Case number: 20403828
      RA #: 129182126

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

      We sincerely apologize for the problems you have experienced with the billing on your January 25 rental. In review of our records and the information you have provided, I have adjusted the outstanding balance owed on this rental to $520.27 and $2551.54 has been written off for the extra days billed after the vehicle should have been towed. The remaining $520.27 that is outstanding on this rental is for the 3 rental days you kept the vehicle and the towing cost you accepted when contact our **************** office. 

      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: 08/01/2023

       
      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:07/31/2023

      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 booked a car with Hertz for June 16, 2023. I paid for an Uber to get there only for the location to tell me they didn't have any cars. Then they said they had one, but it was going to be an extra $30 more per day. So I had to pay for another Uber to get back home. I wasted over $40 and an hour of my day. At no point did Hertz try to contact me to let me know they did not have a car for me. No apology and didn't offer to help in any way. Absolutely unprofessional.

      Business Response

      Date: 08/01/2023

      BBB Case number: 20403419
      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.

      In order to reimburse you for the Uber expenses you incurred, please provide a debit/credit card number with expiration date to process the credit. When sending the requested information, please reference file number 18992515.  Also,as a reminder, please do not send confidential information through e-mail,since this is a non-secure medium.  If confidential information is being sent, please use the mailing address listed below or contact our ************************************* at **************. 

                              Address:           The Hertz Corporation
                                                      P.O.Box 26120
                                                      *************, **  73126

       

      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: 08/10/2023

       
      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. I contacted Hertz today and they processed the refund.

      Sincerely,

      *********************
    • Initial Complaint

      Date:07/31/2023

      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 rented a vehicle from Hertz on 7/25/25 under Rental Agreement number #*********. The vehicle is a 2022 Wagoneer. When looking the vehicle over prior to leaving Hertz I noticed how much bug residue was still on the front and grille, including a dead cicada killer bug stuck in the grille. Because we needed to get packed and was pressed for time I didn't make a big deal out of it and went to the car wash to clean it after reaching my destination. Today I went to return the vehicle (a day earlier than contracted since I got back in town a day early.) This seemed to bother the clerk as he then stated it's not going to be that much cheaper by not keeping it another day. I said I understood but it was more convenient to go ahead return early as I was going to also return to work early. At that time he took the keys, went out to the vehicle (which my husband and I could clearly see from the glass window.) When he returned he said I'm going to have to charge you $400 because the car smells like smoke. I said how is that possible since I am not a smoker, nor my daughter or elementary age grandchildren who rode in the car. He just kept saying with a smirk on his face that he's following policy! He also said he only needs two other witnesses to back him up. What witnesses, and how would that even be fair? Absolutely no one else looked at the car, nor was any other employees even in or outside the building in our view. The car remained directly in front of us the entire time and never left our sight, until he thought I was leaving at and he then went and drive it to the back. When he returned I asked him to not close out the paperwork and to give me back the keys since I was contracted until the next day. I explained I wanted time to contact his **************** to discuss the dispute before he had a chance to place bogus fees on my card. As a Gold Card Member I am appalled at the way this was handled. I do not want to be charged these bogus fees on my card.

      Business Response

      Date: 08/18/2023

      BBB Case number:  20403357
      Res ID or RA #:  427341084

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

      We sincerely apologize for the attitude of the personnel at the time of return.  I have verified no smoking fee was applied to the rental.  As a service oriented company, we rely on customer feedback to assist us in evaluating our performance.  Please be assured your comments will be shared with the appropriate Hertz management.  We appreciate you for bringing this matter to our attention.

      Thank you for contacting us.

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