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

  4100 George J Bean Pkwy Tampa, FL 33607-1402

• 

  Hertz

  PO Box 6001 Huntsville, AL 35813-0001

• 

  Eagle Automotive

  2223 Memorial Pkwy SW Huntsville, AL 35801-5621

• 

  Hertz

  727 Highway 43 S Saraland, AL 36571-3604

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:07/26/2023

  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.

  I rented a car for a day trip from ******** to *********. I pre paid $132.95. I picked up the rental car in *** at 11am yesterday. When I started driving on Highway in **, the car started shaking badly, and the engine check light was on/off. It was not safe.I got off the highway and called the roadside emergency. They kept circling me around with transferring the calls, and also got hung up. I was convinced that they were not coming. So I drove slow, and managed to get to the nearby hertz in **. But that location only had smaller cars and didnt fit my belongings. They suggested me to go to ************** location because they have more cars. I spent another hour to get there. After wasting hours, numerous calls, paperworks, and driving, I finally had the car swapped there. I picked up the first car at 11am and didnt ************* till 6pm. I wasted the whole day because of the car issue. Not only there was no compensation whatsoever for my time, effort, and extra gas, Hertz charged me another $88.58 for half tank of gas. For the starter, they shouldve checked the safety of car before renting them out. But what really infuriates me is their atrocious customer service. I called the customer service, emergency road service, ********************** exchange service, all different numbers. They kept tossing me around, saying that I have to call different people, and also got hung up twice. Billing

  Business Response

  Date: 07/28/2023

  BBB Case number:20380630
  
  Res ID or RA # *********
  
  This is in response to ******************,
  
  All Hertz vehicles should be properly cleaned, serviced, and in good mechanical condition before being released for rental.  The condition of the vehicle you received is a concern to us, and I apologize for the inconvenience experienced.  We always want to provide quality vehicles to our customers and certainly appreciate your letting us know of this experience. 
  
  A credit of $88.58 is being issued to the **** account ending in ****. This represents the fuel fee billed.  Please allow 5 to 7 business days for this credit to post to the account.
     
  Thank you for contacting us.

• Initial Complaint

  Date:07/26/2023

  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.

  I booked a reservation with Hertz on Sept 28, 2022 to rent a Large Sedan from July 15 to July 22, 2023 at the ******* ******* airport (K2640728072). My flight from ****** was cancelled & my next flight from Providence was delayed. I called Hertz both times asking them to hold my reservation open until I arrived. I arrived at the Hertz counter at 2am on July 16, 2023. The Manager in Terminal A would not honor my reservation because I did nor arrive on the starting day on the reservation. He said I should select a car on the lot and he would discuss adjusting the price to the original reservation price with his supervisor later that morning. I originally reserved a Large Sedan (Malibu) & had to settle for a small SUV (Rogue). I was charged more money ($355.13 instead of $286.90) for a smaller car for less rental time. I would like my bill adjusted to the original price or lower. Thank You in advance for your assistance in this matter. The rental agreement number is *********.

  Business Response

  Date: 07/27/2023

   

  BBB Case number: 20380289
  RA #: 421832003
  
  This is in response to ***************************, 

  I apologize the location was unable to honor/apply your original booking to your July 16 rental. As a gesture of our concern, I have adjusted the rate to the original rate you were quoted under reservation K2640728072 less the rate difference between the class reserved (fullsize car) and the class rented (small SUV). Please allow 7 to 10 business days for the $79.01 credit to reflect on your **** ending 5820. 

  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: 07/27/2023

   
  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 await the credit of $79.01 on my credit card before I consider this complaint closed.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/26/2023

  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.

  Purchased car from ********** **** and got one key. Requested another and was told yes we will get you one. That we May and still no key!! Turned them in and ***** called promising to get things done and still no key!!

  Business Response

  Date: 07/28/2023

  BBB Case number:20379764
  
  Res ID or RA # NA
  
  This is in response to *******************,
  
  Unfortunately, we do not handle car sales in this office.  This has been forwarded to our Car Sales team, someone will contact Ms. ****** directly.
     
  Thank you for contacting us.

  Customer Answer

  Date: 07/28/2023

   
  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:07/26/2023

  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 reserved a car for 7/26/23 - 07/31/23 paid in advance on 7/8/23 confirmation #K5470560244. I went to Hertz at the agreed upon time on the reservation which was 8am. Their terminal would not read the card that I used to pay for the vehicle on 7/8/23 and I was told by the less than helpful staff that there was nothing they could or should I say would do. I could use my debit card, but they wanted to put a hold on the card for $500 even though I had already paid in full for the rental. That is a horrible system that cannot manually put in a credit card. I would understand if it wasn't the same card or if I didn't have the card with me, but that is not the case. So, I had to leave without the car and now have to Uber and pay for a train ticket to get me to my destination. I have spoken with 3 people at Hertz and they all tell me that the refund will take about 10 days, and this is completely unacceptable. They took my money right away when I reserved the car, but they don't want to give it back!! They also had the audacity to make it sound like they did me a favor by waiving the cancellation fee even though this was all on them. I should be compensated for this fiasco that they caused. I have to spend extra money that I was planning to use for my trip and now it is being spent on another mode of transportation. What upsets me the most is that they truly do not care!! Not one person I spoke with today was even remotely apologetic or expressed any kind of concern about the situation that was all on them!! All they would offer was the refund in 10 days and a $50 gift certificate for future rentals???? Why would anyone rent from them with such low standards of customer service. I feel like if they can charge your credit card $100 for a cancelation fee then they should hold themselves to the same standard and compensate you $100 for their issues!

  Business Response

  Date: 07/28/2023

  BBB Case number:20378807
  
  Res ID or RA # ***********
  
  This is in response to *************************,
  
  We regret the problem experienced with the credit card on arrival.  We can certainly understand the disappointment.  Our records show the $266.11 prepayment has been refunded to the MasterCard ending in 2791.  Attached is a copy of the credit receipt.
     
  Thank you for contacting us.

• Initial Complaint

  Date:07/26/2023

  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.

  My name is ***************************** and ** writing with a serious complaint. Your company and employee ******** dont value the time that the consumers have. I rented a car on 7-13-23 and the car broke down 7-16-23 and I called roadside assistance and they sent me a tow truck to pick the car up. As well as sent a Lyft to take me home and never gave me an option to go to airport. Well I call ****** and ******** and she told me the car was checked in. Its now 4:04pm and Im still here waiting on a vehicle. ******** is a aggressive and back track what she says. Yall expect me to pay all these fees and receive poor service and inoperable vehicles. This is ridiculous and should not be allowed. Im here to make money not loose money. I been dealing with this mess since 1:32 am and it 4:04pm. I can be reached at ************. If I dont here back and get this resolved and compensated for my loss of income and not being able to have a vehicle for more than 12 hours. I will call BBB and seek legal matters. I was giving a second vehicle a keep compass and had mechanical issues as well. I have called Hertz and they say this is a franchise and was giving 2 case number with hertz ********* and ********. I was giving another vehicle from a rep at the airport and was kicked off the Uber app and was not able to make money after they are charging me $588. I call the location and there is no answer. They do not have comparable cars to what Im paying for and leaving me without a vehicle after I then signed a contract. I was charged a $52.96 fee in order to go and pick up another vehicle after the cars I was in was inoperable. I have copy of all documents from Hertz that was giving to me originally and at the second location. I have even reached out to hertz on ******* and can provide the response. And being denied a full refund for reserving and paying a Uber to get a operable car.

  Business Response

  Date: 07/31/2023

  BBB Complaint ID: ********
  ********************** Agreement # *********
  
  Thank you for contacting us. We appreciate this opportunity to address your concerns.
  

  I sincerely apologize for the experience you had and the inconvenience caused. As a gesture of goodwill, two refunds have been processed,one for $103.69 and another for $188.93. Please allow 5-7 business days for the refunds to post to your account.

  Customer Answer

  Date: 07/31/2023

  
  Complaint: ********
  
  I am rejecting this response because: my bank told me not to communicate with them any further. And Im seeking criminal charges for fraud and the income that was loss due to their representative and inoperable vehicles that was given that could caused me my life. And Im not paying for a full week for a car I was not able to use u under  contract for a 7 days period. I will be asking for legal fees and punitive damages due to the fraud and not being able to have a workable vehicle to conduct my job and loss of income. Mainly because of fraud.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/08/2023

  BBB Case number:  ********
  Res ID or RA #:  *********
  
  This is in response to *****************************,
  
  After a thorough review of this matter, we stand by our original decision.  As indicated, a total of $292.62 has been credited to the rental charges.  Therefore, no additional adjustment can be made.  Although the resolution is not what you preferred, no additional action is warranted.  We regret we are unable to fulfill your expectations in this instance.  

  Thank you for contacting us.

• Initial Complaint

  Date:07/26/2023

  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.

  Claim# ********. I had my car dented by a person with a hertz rental vehicle while on vacation. I have been trying to get this straight through Hertz since June 15th. They keep telling me that an adjuster has not been assigned when I call every week. The claim will be expedited is what I am told every week, but nothing has been done. The phone number is ************* for the claim. They told me the company they deal with for claims can only be reached by email, and they have not responded to their request.

  Business Response

  Date: 07/27/2023

  BBB Case number: ********
  
  This is in response to *************************, 

  Unfortunately, our office is unable to handle damage claim inquiries. Your inquiry is being forwarded to our ***************** for handling.  They will evaluate your inquiry and get back to you as soon as possible.  For further inquiries regarding this matter please contact our ***************** at **************. 

  Thank you for giving me the opportunity to review this matter. 
  

  
  

• Initial Complaint

  Date:07/25/2023

  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.

  Bad business practices and bad customer service, and stealing from customers

  Business Response

  Date: 07/27/2023

  BBB Case number:2373784
  
  Res ID or RA # *********
  
  This is in response to ***********************,
  
  All Hertz vehicles should be properly cleaned, serviced, and in good mechanical condition before being released for rental.  I apologize for the inconvenience experienced.  We always want to provide quality vehicles to our customers and certainly appreciate your letting us know of this experience.
  
  We regret any misunderstanding regarding the fuel fee billed.  As a gesture of our concern, a credit of $88.53 is being issued to the **** account ending in 1275.  Please allow 5 to 7 business days for this credit to post to the account.
  
  We have checked the other rentals for Mr. ****** and did not find fuel billed on any other rentals.
  
  Thank you for contacting us.

  Customer Answer

  Date: 08/01/2023

   
  Better Business Bureau:
  
  
  The account they are attempting to refund the money to has been closed can they contact me for new account info.
  Sincerely,
  
  ******** Smooth

• Initial Complaint

  Date:07/25/2023

  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.

  Picked up car on July 14th.Lease #*********. Two week lease. I specifically asked agent if I returned car early would I get a refund. She said yes. I returned the car on Monday, July 24th. 9 am. They were closed on the weekend. I called Hertz on July 25th to inquire about a credit for the early return. They told me I don't get one. I asked to speak to a supervisor, there wasn't one available and the supervisor would call me back..... Still waiting.

  Business Response

  Date: 07/27/2023

  BBB Case number:20373198
  
  Res ID or RA # *********
  
  This is in response to *****************************,
  
  We regret the misinformation provided regarding a refund for unused prepaid days.  Per the Terms and Conditions accepted when the reservation was booked, there is no refund for unused days.
  
  As a one time gesture of goodwill, a credit of $133.17 is being issued to the **** account ending in 6845.  This represents the unused prepaid says.  Please allow 5 to 7 business days for this credit to post to the account.
     
  Thank you for contacting us.

  Customer Answer

  Date: 07/27/2023

   
  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:07/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This car was purchased 5/27/2022 From the very beginning business was done improperly. After purchasing and staying til almost midnight to complete the transaction being very patient with the entire process I discover upon trying to register theyd given me paper work for a different car. It was hard to get in touch and get proper paperwork for a while. And within that first week I was also having issues with the car. I was in contact with them about that from the very beginning and was getting no replies. Im getting told Ive have previously bad brakes , or front gears were replaced and backs werent, filters gone bad, battery gone bad, way soon than whats needed and warranty company didnt even want to cover these problems because problems were apparently to old. So Ive come out of pocket for a vehicle that I was told had majority of these things replaced. And when I inquired about this car I did for a push start vehicle and thats what my credit was ran for and that is not what I have. I felt deceived from the very beginning. I have been writing letters , to no reply to discover this location is now closed. So I have no clue who ti even continue to forward my complaints to at this point.

  Business Response

  Date: 07/26/2023

  BBB Case number: ********
  
  This is in response to *************************, 

  Our office is unable with the issues you are experienced with your Hertz car purchase. Your inquiry is being forwarded to the General Manager over the Hertz Car Sales in your region for handling.  They will evaluate your inquiry and get back to you as soon as possible. I regret I am unable to offer futher assistance at this time. 

  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:07/25/2023

  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 reserved a car rental to be picked up at the Hertz on Lakewood road. I have already paid for this rental and reserved it ahead of time. Day of pick up when i went there on June, 27th, 2023. They had no vehicles available the manager, or nobody in the office reached out to me to communicate this. They told me I needed to call corpse for my refund. I've been calling corpus for the past three weeks and they keep telling me 48 hours that I will get my refund I have not received anything. I am very disappointed and now it's almost been a month still no refund of $307.60. They said they had to wait for a supervisor to refund my money its been well over 3 weeks.

  Business Response

  Date: 07/26/2023

  BBB Case number:********
  
  Res ID or RA # ***********
  
  This is in response to ***********************,
  
  We apologize for the delay in the prepayment being refunded.  Our records show this credit was submitted.  However, it was missed in the approval process.  We had the credit approved.  The $307.60 credit will process to the **** ending in 6217.  Please allow 5 to 7 business days for this credit to post to the account.
  
  Thank you for contacting us.