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.
1,719 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:07/24/2023
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.
A reservation for a replacement vehicle was made on my behalf by the insurance company of the person who rear ended me. The rental was processed on may 10 th and arrangements were made for a rental to be waiting for me at the repair shop, however, hertz failed to do so. The 2 employees who came to pick me up stated that they had a couple of stops to make before bringing me back to the ********** office. This was a huge inconvenience, as I work in a courthouse and needed to get to work. When I got to the office the employee who processed my rental insisted on giving me an upgraded vehicle for the inconvenience. I told her that was not necessary but she insisted. When I was asked for my credit card I asked why I needed to provide it when insurance was covering the rental and was told it is policy to place a hold of 40$ which will be released upon return. After returning the vehicle, I noticed a charge to my credit card for *****. I disputed it but hertz responded to the dispute and the charge was upheld. I have contacted hertz numerous times and was given a different answer each time. I contacted the insurance company and they told me that the reimbursement rate for my type of vehicle was ***** per day. I was billed for the upgraded vehicle at *****. I have been messaging hertz several times a week for the past 2 months and I receive a response from a different person everytime basically saying the same thing. I have spoken to them as well and they just brush me off. I am looking for a refund of the ***** I was charged for the upgrade in a vehicle I did not need nor want. I have all the email messages should you need further details.
Business Response
Date: 08/09/2023
BBB Case number:********

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

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

We regret any misunderstanding regarding the charges billed. We did receive a chargeback for the $98.41 from the ******************* however; the chargeback was reversed. Therefore, a credit of $98.41 is being issued to the MasterCard account ending in 3116. This represents the car class rate difference. 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.
I do feel the need to point out that the initial chargeback was my dispute with my credit card company, the reversal of charges was due to Hertzs response to my dispute and the charge was then put back on my card.
Sincerely,
****************************;
*******************************
Initial Complaint
Date:07/24/2023
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.
On Tuesday Feb 28, 2023 I rented a car in ******* **. I prepaid $278.06 for 1 week. On Friday the check engine light came on. I called on Sat morning 5-4 and returned the vehicle before closing at 12pm that day. I was told that we would be refunded $138.36 for the unused portion of this rental. They had no other cars available. In May I received a bill for $139.70 instead of a credit. Called the number on the bill *************) spoke to a rep named ***** and was assured that this would be taken Care of. We had a zero balance. Got another bill in June and called again on 6-27-23 spoke to ****. Was again told this would be taken care of. *** today July 24 we received another bill again for $139.70. Called again asked for supervisor but was told no one was there. Apparently we were taking to someone in ***************. This rental has a zero balance yet we keep getting bills instead of a credit. We want this resolved once and for all. The rental agreement number shown on this invoice is ********* invoice date 5-24-23
Business Response
Date: 07/26/2023
BBB Case number:20369359

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

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

We regret any misunderstanding regarding the collection of the $139.70. In most cases, there is no refund for unused prepaid days. However, in this case since the car broke down and a replacement was not provided, we have contacted our collection team and asked them to close the collection case.

Thank you for contacting us.
Customer Answer
Date: 07/27/2023

Complaint: 20369359

I am rejecting this response because: I have received a bill for this three months
I will wait until I receive a zero balance statement on this matter and then I will accept this response
thank you for getting back to me.

Sincerely,

*********************
Business Response
Date: 07/28/2023
Complaint ID: ********
********************** RR#: 155137356
This correspondence is being sent in response to **********************
Regrettably, we are unable to provide an invoice showing a zero balance. However, by way of this email, we can confirm the collections file was closed on 07/26/23. You will not receive further correspondence for the outstanding balance.
Customer Answer
Date: 08/01/2023

Complaint: 20369359

I am rejecting this response because:

I responded to this yesterday and today received a call from a collection
agency regarding this issue. Please have them stop harassing me.

Thank You

Sincerely,

*********************
Business Response
Date: 08/02/2023
BBB Case number:20369359

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

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

The collection team has confirmed this case is closed. The call from the outside collection agency came before they got the notification to close the case. I apologize for the confusion. It sometime takes a few days for the notification to be received and the case closed.

Thank you for contacting us.
Customer Answer
Date: 08/02/2023

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:07/24/2023
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.
Agreement number ********* Under my confirmation number K5600919894 I was supposed to be charged *****. Yet I was charged ******. I actually returned the vehicle within hours of pickup as the car stunk of smoke and I could not drive it. I asked for a full refund and instead I am charged double. I should not have to pay for a dime on this rental. Especially as a Presidents member. I called the customer service number and no one wants to help at all.
Business Response
Date: 07/25/2023
BBB Case number: 20369308
RA #: 424723961

This is in response to *********************,
We sincerely apologize for the overcharge on your July 21 rental and the condition of the vehicle you received. Our records indicate a $127.11 refund was submitted ot your **************** ending **** on July 24. In review of the information you provided and the inconveniences you experienced, I will also issue a refund of the remaining $91.03. Please allow 7 to 10 business days for these credits to reflect on 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.

Customer Answer
Date: 07/25/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************
Initial Complaint
Date:07/24/2023
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.
Rental record#*********. I rented a car through Hertz to drive for Uber. However hertz does not have any of the proper legal paperwork for this car and now Uber has turned off the app and suspended me from driving until the proper paper work has been submitted. Ive reached out to Hertz corporate office and they are saying the can not help me I need to go to the location where I rented the car. I went to that location which is ****************** and there was over ****************************** live with the same issue. Hertz is renting out cars to Uber drivers that does not have paper work for them. Trying to get this issue resolved is causing a great amount of stress because no one knows what to do not even the corporate office. I spoke with someone and they stated every Uber driver who is driving a hertz rental car with a commercial ********* license plate had to go and acquire their own inspection sticker. However I have an out of state license plate. ********************** is being extremely unprofessional and expecting rental car drivers to take care of business that they should be taking care of.
Business Response
Date: 08/03/2023
BBB Case number: 20368986
Res ID or RA #:

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

We sincerely apologize for the inconvenience. We have reached out to the location management and have been advised that the location was able to upload the appropriate documentation for retrieval online.

Thank you for contacting us.
Initial Complaint
Date:07/24/2023
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 rented a mid-size SUV from the Hertz agency at ABIA from June 26th-July 6th. The **** light came on, so I took it to ********** where they informed me that the tires were balding, had a crack in the sidewall, and the vehicle was unsafe to drive due to being at high risk for a blowout. Important note cracks don't just appear in a sidewall unless the car owner neglects to change them or give them proper maintenance. That, plus the fact that the tires were bald, tells me Hertz is negligent about adequately caring for their cars in ways that ensure renter safety. ********* topped the air and told me to return the vehicle to the agency. On the way there, the tire again deflated, so I stopped at a secondary ********* location for assistance. Similarly, the technician who refilled my tires warned me that the car I was in was unsafe to drive and should therefore be turned in immediately. Once at the airport, I was met with eye rolls, a lack of care, and a high skepticism. The attendant offered no solution, and for the rest of my trip, I had to Uber everywhere, which quickly became a lot more expensive than what I had initially projected, counting on a reliable, SAFE rental car. I requested a refund, which I was begrudgingly told would be processed within a couple of weeks, to no avail. I also provided the attendant with the names and phone numbers of both tire care centers, where I received confirmation about the car being a blowout risk. I have received no refund or follow-up.
Business Response
Date: 07/25/2023
Complaint ID: ********
RR#: Unknown

We would like the opportunity to respond to your message, but we are having difficulties locating your rental record; please provide the following information: 1. Reservation confirmation number or rental agreement/record number. 2. Location of rental. Once we have the updated information we will be glad to assist you.
Customer Answer
Date: 07/25/2023
Reservation number: K5344553701
Pick up location: *********************************************************************
Business Response
Date: 07/28/2023
BBB Case number: 20367074
Res ID: ***********

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.

For your future reference, if a customer encounters difficulties or is unhappy with the vehicle for any reason while on rental, we ask that they contact the Hertz **************** at ************** to arrange for repair or exchange of the vehicle. ************ is provided with as little inconvenience as possible to our customers.
I regret the situation was compounded by the negative attitude of our representative, who failed to handle the matter in a courteous and professional manner. The Area Manager will be notified for review with the personnel involved.
I have submitted a full refund of the prepayment for the referenced reservation. Please allow 7 to 10 business days for the $407.08 credit to reflect on your **** ending 3160.
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: 07/30/2023

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:07/24/2023
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 extended a rental through hertz on the all of Friday July 21st. The charge was added to the authorization on my credit card to be extended until this Friday July 28th. I reached out the the customer service department as well as the actual location in ***** ** and they are stating the car is under repossession and that they do not see the charge for the authorizing it until Friday. I called the location as well as customer service and they are telling me they cant help me at all and my $200 is just missing. Im beyond dissatisfied with the service and the way Im being being treated. And i am not satisfied at all
Business Response
Date: 07/26/2023
BBB Case number: ********
Res ID or RA #: *********

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

We apologize for any misunderstanding regarding the extension of the rental. I have verified the rental has been extended until 7/28. Please note, rentals are not billed until the car is returned and the contract has ended. A customer can extend a **********************, during the extension process, we obtain an authorization of the credit/debit card. However, authorization holds are not billed, the funds are put aside by the bank/credit card company. Once the rental is returned, the full rental charges are then billed to the credit/debit card. The holding funds are then released. Please note, once the authorization hold has been released from the customer's account, it will not appear as a credit. It will just be removed from their statement and the funds will no longer appear as pending. Therefore, no longer seeing a pending transaction on your account indicates the hold has been released.

Thank you for contacting us.
Initial Complaint
Date:07/24/2023
Type:Delivery 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 7/16/2023, I returned a Hertz rental car to the ************************************ in **********, **. early in the morning (5:20 am). Dropped the key in the night deposit box at the Hertz kiosk and discovered that I left my cell phone in the rental car and had no access to retrieve it. Left a note with Hertz counter in the airport explaining the situation. Called them later that morning and spoke with the supervisor of the location and was told that she had physical possession of my phone with my note attached. We discussed that I would pay and sent her a *** shipping label for her to ship my phone back to me. She agreed to do that and would let me know when she had it ready for shipping. After a couple of days of not hearing back from the her, I made several attempts to contact her without success. I finally got a hold of the her on Sunday 7/23/2023, at which time she explained to me that she had not shipped the phone yet and COULD NOT FIND THE ***** ANYMORE. This leaves me to believe that phone had been stolen while in Hertz possession. This is UNACCEPTABLE and poor customer service.A simple solution that ********************** failed to perform, is costing me $599.00. Reservation # K5451146356 Jul 11- Jul 16, 2023
Business Response
Date: 08/09/2023
BBB Case number:  20366565
Res ID or RA #:  Y68577950

This is in response to *************************,
The Hertz location in ********** is an independently owned and operated licensee franchise.  Lost and Found issues are handled by the franchise location directly.
We are always concerned when customers lose personal items. However, in accordance with the Terms and Conditions of the rental agreement, Thrifty is not responsible for personal property left in our vehicles.
Thank you for contacting us.
Customer Answer
Date: 08/09/2023

Complaint: 20366565

I am rejecting this response because: The phone was retrieved out of the car by the supervisor of the ********** location. She confirmed that she had physical possession of the phone and discussed she would ship it back to me at my expense. I emailed her the *** shipping label, which she confirmed receiving by phone conversation. So there would absolutely be no reason for the phone suddenly to be missing while in possession of Hertz. THIS IS THEFT BY A HERTZ EMPLOYEE.
As per Hertz response, the leasing Terms and conditions do not apply in this case, since the phone was retrieved by the supervisor and was in her possession.
If Hertz accepts this type of behaviour from their employees, I would be dumb founded.....Would like to hear a reply from HQ.

Sincerely,

*************************
Business Response
Date: 08/09/2023
BBB Case 20300632
Res No: K47028950B5

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

Please be advised the ********** location is a franchise that maintains their own fleet, pricing, and policies. Per Hertz corporate policy, we are not responsible for items left in the vehicle, and therefore reimbursement is not possible. While I understand this is not the desired outcome, we hope you will understand our position in this matter as we consider it fully addressed.

Thank you for contacting us.
Initial Complaint
Date:07/24/2023
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.
Car rental from Hertz *** facility period : 06/16-07/07 Got flat tire during the rental period. For solving the probelm, they ask me to pay for transportation fee and hotel in advance. But they said I can do reimbursement after I return the vehicle. I did not have choice because we got flat tire in the samll town and its on the July 4th long weekend. I also have two children. We have waited there for almost 5 hours. Wait for them to solve the problem. So after I heard that I should pay in advance, I have no choice because we have waited for a long time and my children are starving. After I return the car on 7/7, their manager, **** in *** Hertz facility, told me that he confirm the message that he heard from the customer service and I can reimburse the spend for the transportation fee and Hotel. But I need to file the claim online. I try to contact them and left the message on their website but no respone in a week. I still keep the receipt of transportation fee and hotel. They have already charge me $2237.92 which is the car rental fee, But at the mean time, they should give me $352 for transportation fee and $116.27 for the hotel. Please check my case number: ********** (this number is very important, Hertz should know every detail under this case number) RR *********
Business Response
Date: 07/25/2023
BBB Case number: 20365268
RA #: 385581092

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 and departments are doing and where improvements are needed. Please be assured your comments will be shared with the appropriate Hertz management.

A credit of $468.27 will be processed to your credit card ending **** for reimbursement of the hotel and alternate transportation expenses. The adjustment is being made at this time,but may not appear on the next monthly statement due to billing cut-off dates.
Thank you for giving me the opportunity to review this matter. We value your business and hope that we will be able to serve you in the future.

Customer Answer
Date: 07/26/2023

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:07/24/2023
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.
Falsified billing, I already paid additional fees for dropping off the vehicle on the agreed upon date, due to having to work in a new state. I dropped off the vehicle in yhe *******, ******** office with a representative and have the said receipt, as well as the adjusted charges.
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 $200.00 is being issued to the **** account ending in 2456. This represents the outside washing fee. 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:07/24/2023
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.
On June 20, 2023 @2:00pm I returned my rental car, while standing at the rental desk I realized I had forgotten my personal cell phone in the car. To make a long story short, I absolutely couldn't miss my flight, so I gave the customer service representative(***) my contact information to let me know when/if they found it. I was in possession of my work phone so I kept calling my personal phone to see if anyone would answer. To my surprise at 2:11 pm the *** answered and said, ************** we found your phone!" I then told him that I was on the shuttle in front of the rental car area could he or someone please meet me to get my phone since we had not pulled off yet? I even offered to give $50 to whomever could meet me, and he replied, No mam nobody can do that we will give your phone to the security manager(*********) and they will be in touch with you regarding your phone. id like to mention that there were 2 trainees that were sitting there doing nothing and witnessed everything. On July 6, 2023 a friend of mine who was visiting Vegas went to the location, with me on the phone, in hopes to get to speak with someone in person on my behalf. We were told the person who handles the lost and found(********) would be in at 10am, this person never showed up. He tried to track down a manager and was told that the manager(*****) was busy at the moment and to leave his contact information and he would give him a call back. Needless to say that never happened. Today is July 24,2023 I still do not have my phone. I have called customer service, made lost item reports (#********,*****************) emailed customer relations case#******* and executive services case#********&18786223 and the replies are all the same, they could not locate my phone. At this point the video footage should be reviewed because someone either didn't follow protocol or flat out stole my phone and there should be consequences for that. The lost and found system @ Hertz is very flawed and not customer friendly
Business Response
Date: 07/27/2023
BBB Case number: ********
RA #: *********

This is in response to ***********************,
Your comments were forwarded to the location management for review and they have advised they have spoken with you regarding this matter and the lost phone is being shipped back to you.
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.