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

Customer Complaints Summary

7,189 total complaints in the last 3 years.
1,717 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: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.
When renting the car the person at the ***************** Rental counter, the Hertz person at the customer counter said that I can either buy Toll option it for $34 per day or, if I don't want to pay that. I can pay whatever toll that I get. I opted for the later. They later sent a charge of $74 that mentions, that, since I didn't get a $5 per day charge I am hit with $10 per day charge plus toll. I raised this to Hertz that this is not what the agent told me . The person did not mention that FULL $10 per day will hit if I ever use the toll even once. Secondly it was a $5 charge and not a $34 charge. That is not acceptable. Their person at the counter counter should have explained. I raised this to Hertz and they mentioned I should talk to Toll people but the issue is not in their agreement. The issue is what the person told me and the fact that he gave wrong number and wrong impact of the decision. Issue is with Hertz but they are not replying with any info and all replies received are generic reply.
Business Response
Date: 07/25/2023
BBB Case number: 20365324
Res ID or RA #: *********

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

We apologize for any misunderstanding regarding the toll options provided at the time of rental. The signed rental agreement is attached for your records. **** services are detailed on page 4 and 5 of the rental agreement provided.
The itemized Platepass invoice is also attached. For further inquiry regarding the Platepass charge, please contact ************************** at ************** between 7:00 a.m. and 7:00 p.m. Central Standard time or by e-mail at www.PlatePass.com.

Thank you for contacting us.
Initial Complaint
Date:07/23/2023
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.
We booked a rental (record *********) from July 29- July 9. After our pickup, there was in issue with the seatbelt. After contacting emergency assistance (case # **********), we were directed to complete an exchange at the nearest Hertz location. Upon arrival, an error was made by an employee and our rental was marked as returned. We were told that they could not reopen our reservation, and that we would have to book a new reservation, which would be refunded. We left with a new rental (record *********) which was returned on July 9th. After contacting Hertz, they issued a refund for the "one way" fees from both rentals, but they have not reimbursed us for the second rental we had to make due to an employee error. The second rental was over $900. A fee we should not be responsible for paying.I reached out to the Hertz ************** Team (case ********) on July 13th and have not heard back.
Business Response
Date: 07/25/2023
BBB Case number: 20364646
Res ID or RA #: 404344415

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

We sincerely apologize for the inconvenience experienced. We have verified a credit of $349.11 was previously processed on rental agreement 402755511. An additional credit of $793.34 is now being processed on rental agreement 404344415. The remaining balance of $145.93 represents the applicable fees and tax not included in the voucher value. The rental agreement detailing this charge is attached.

Thank you for contacting us.
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:07/23/2023
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.
RR# ********* Incident number #********* (there are more than 20 reports included under this incident occurrence I am an Uber driver and had been renting a vehicle through Hertz through the Hertz/ Uber program in *************. I traveled to ************ to visit family on July 2nd 2023, on July 4th I had to contact hertz roadside due to a catastrophic transmission failure on the vehicle I was under contract with with Hertz which was a jeep Cherokee, that was towed that afternoon because it was unsafe to operate. As an Uber driver, Hertz is supposed to provide me with an "Uber approved " vehicle so that I can drive for Uber. After the breakdown of the Jeep Cherokee, I had to contact Roadside multiple times to try and get another vehicle as I was 900 miles away from home. I picked up a non Uber approved vehicle at the ****************** on July 5Th l was told that when I returned to ************* to swap out my non Uber approved vehicle for an approved vehicle, I returned to ************* on July 8th, I was not able to swap out my vehicle until the 12th of July for the correct vehicle, I was informed by Hertz roadside that they flagged my contract for a refund due to the multiple issues and problems getting into another Uber approved vehicle which Hertz contractually is supposed to provide me, see incident report number above.When the contract ended on July 17th, they charged me ****** from July 17 until the 19th, because their customer service rep refused to renew my contract and told me to get the * out despite never being late with any payments. Roadside flagged my account as I had no vehicle for over a week due to mechanical failure. I would like a full refund and financial accountability as I was overcharged for a vehicle that was towed and not in my possession
Business Response
Date: 07/25/2023
BBB Case number:20364191

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 certainly understand ********************************* disappointment. As a gesture of our concern, a credit of $544.42 is being issued to the **** account ending in ****. Please allow 5 to 7 business days for this credit to post to the account.

Thank you for contacting us.
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,

***********************
Customer Answer
Date: 08/17/2023

Complaint: 20364191

I am rejecting this response because:

I received a bill from Hertz yesterday in the amount that they returned back to me on July 25th, 2023, this I thought was resolved through your organization but Hertz is attempting to bill me for a claim that was supposed to resolved.
I am following up with you but I am going to file an additional claim with the federal trade commission against Hertz car rental as well.
My email address is included in this email but my phone number if you need to reach out for any reason is **********
I have also contacted the Attorney General in my state concerning this case
I would appreciate any feedback regarding this matter, thank you for your time.
Regards
*********************;
Business Response
Date: 08/23/2023
Complaint ID: ********
RR#: 382422154

I apologize for any misunderstanding. A review of our records indicates you initiated a chargeback for the amount of $318.54 with your financial institution for the rental period 07/03/23 - 07/10/23. The chargeback was received 08/05/23. As this was a valid rental the balance now owed due to the chargeback is valid and must be paid.
Customer Answer
Date: 08/24/2023

Complaint: 20364191

I am rejecting this response because:
I was without a vehicle for 2 weeks and hertz violated the "contract" because under contract they were supposed to provide me with an Uber approved vehicle and they did not, this was also in the original complaint.Hertz is going bankrupt for its unethical business practices and I've contacted the federal trade commission about them as well
Sincerely,

***********************
Initial Complaint
Date:07/23/2023
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 hit by a driver of a hertz vehicle Filed a police report Have a claim and no 1 has done anything and this happened in Nov My car has damage which I can not afford nor deductible And I was suffer from minor injuries My insurance company also reached out and nothing has been done and this occurred in November 2022
Business Response
Date: 07/25/2023
BBB Case number:20363877

Res ID or RA # NA

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

Regrettably, our office does not handle damage claims. I have forwarded this case to our claims management team. They will contact her directly. If she needs to contact them, it should be directed to ************************************************** or calling ************.

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,

*******************************
Customer Answer
Date: 11/29/2023
I was hit by a hertz renter 11/16/22 to this day esis has not solved the issue They are apoor company I've filed several complaints and ready to take to court

Business Response
Date: 12/04/2023
BBB Case number: 20363877
Res ID or RA #:

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

We apologize for any delay in receiving a resolution with our claims team. I have forwarded your additional comments to the claims management team. They will contact you directly. For further assistance you may contact the claims team directly at ************************************************** or calling ************.

Thank you again for contacting us.
Initial Complaint
Date:07/22/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a reservation for a Medium *********** 3 4-door or similar Confirmation K39620664A7 paid in full. When we landed in Maui the manager said oh you should upgrade because of your luggage, I was confused because I had talked to Hertz and the car was supposed to be fine for 2 adults as booked. I felt forced to do an upgrade as she was not helping or getting me our car and it was nearly midnight. But I said no upgrades just give me the car we paid in full for because lot attendant said our car was fine they were just out and wanted us to pay for an upgrade. Instead they gave us a white **** Fiesta that is a subcompact, it was banged up and at times we were not sure it would even drive it had no power. My husband is 6 2 and they were laughing. I filed a complaint with corporate and they have never followed up. I want a full refund as it limited our vacation. Final receipt RR ********* I have reviewed the car specs between ***** 3 and **** Fiesta and they are not close. I also reviewed car classification and they are not in same car class. I cannot tell if reservation receipt and car pictures uploaded but let me know if you need them emailed.
Business Response
Date: 07/24/2023
BBB Case number: 20362320
RA #: 150852472

This is in response to ***********************,
I sincerely apologize your rental experience with Hertz did not meet with the high standards of service we strive to maintain. As a service oriented company, we rely on customer feedback to help us maintain and improve our service performance standards. The information you have provided is very important to us, since it tells us how our various locations are doing and where improvements are needed. Please be assured your comments will be shared with the appropriate Hertz management.

In review of the rental record and the information you have provided, a full refund of the 13 day rental is not warranted, however, compensation is due. A credit of $150.00 will be processed to the account billed for this rental. The adjustment is being made at this time,but may not appear on the next monthly statement due to billing cut-off dates.
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:07/22/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We picked up a rental from this location today, an electric Polestar C4. Unfortunately, upon arriving to our rental 2 hours away for a family trip, we have found they sent ** without the full charging kit. Now we dont have the means to charge our vehicle. I have tried calling to get this sorted out, and cannot get through to the main rental site, and when I call customer service, cannot speak to a human. So I tried the emergency roadside assistance number to be told the only option is to have it towed back to ****** or purchase our own charging kit (where?!), and could be reimbursed. We would like to have a cable delivered to us and a reduction in the cost of our booking to remedy this error.
Business Response
Date: 07/24/2023
BBB Case number: 20362098
RA #: 425503190

This is in response to *********************,
We sincerely apologize for the problems you expereinced because the charging adapter was not provided in the rental vehicle you received. Our **************** report indicates you have already purchased an adapter and were advised to save the receipt for reimbursement. In order to review this matter further, please provide a copy receipt for the out-of-pocket expense you incurred.
Also, in review of your open contract, we are showing the location has deducted $95.00 for the inconveniences you have experienced.
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:07/22/2023
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 made a reservation 4 days in advance K5592110679 to be picked up in ****** **. Two days before my pickup date (on a Saturday) I received a phone call from a rude sounding 'manager' who said they were sold out and they don't do 1 way rentals. I had to laugh, really...I booked the reservation on line and was given a confirmation #. Why was I allowed to book it if those 2 conditions were true. My husband need to be at the destination and plans were made and finalized after we booked. Now it's the weekend. What are we supposed to do now. Then, they proceeded to cancel my reservation without my knowledge. I only found out when I called the ****#. I can't believe I'm dealing with Hertz. Hertz!!! Good customer service still SELLS. Wow..disappointed is an understatement!. I'll take me future business elsewhere. When companies like these go under, you've had the writing on the wall. My last car rental came from Enterprise and they have Hertz beat by far. It's my second time visiting the ******, ** branch. The first time was cold too, but I got my vehicle and was in and out. The girl who helped me then was on her first week. I returned a vehicle there yesterday and even that experience was unpleasant and now this. Shame on you Hertz. Do better. And do better with the people you hire to represent you
Business Response
Date: 07/24/2023
BBB Case number: 20361349
Res ID: ***********

This is in response to *********************************,
Providing our customers courteous,professional service is important to us and our training programs strongly emphasize this. We regret your recent experiences with Hertz in ****** have not met with the high standards of service Hertz' customers have come to know and expect. The Area Manager has been notified of your concerns for review with the personnel involved.
We sincerely apologize for the inconvenience caused when the location was not able 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. Please be assured your comments will be shared with the appropriate Hertz management.
As a gesture of our concern, I would like to mail you a $50.00 Hertz certificate. In order to mail this certificate, please provide your preferred postal mailing address.
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: 08/08/2023

Complaint: 20361349

I am rejecting this response because:
Good morning,
My address is *********************************************************************. Thank you.

Sincerely,

*********************************
Business Response
Date: 08/08/2023
BBB Case number:  20361349
Res ID or RA #:  K5592110679

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

Thank you for providing the requested information. The promised rental certificate has been submitted to the mailing address provided.

Thank you again for contacting us.
Initial Complaint
Date:07/21/2023
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 have had issues with the company overcharging my account this time it has gone to far and my credit account has been closed due to it they wasn't taking the correct amount weekly they raised the rates and added extra charges that occurred after my insurance rental was up I paid out of pocket for almost two months they refuse to change my vehicle and I was forced to leave the vehicle for days up until returning it because of overheating issues I called the company several times only to have them tell me contact my bank. they took the money from me not my insurance
Business Response
Date: 07/24/2023
BBB Case number: 20359537
Res ID or RA #: H24077373

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

The total bill applied to your credit card account is $1094.01 for the additional 43 days. We sincerely apologize for any misunderstanding regarding the credit authorizations required. When the car is returned, a charge for the total amount due is submitted to your credit card company and the authorizations are released. Depending on the credit card company, there may be a delay between the time the charges are received and when the hold is released. The length of time this takes is not determined by Hertz. Since the card issuer is responsible for releasing authorization holds/funds back to their customers' accounts, we recommend you contact the card issuer directly.
Thank you for contacting us.
Initial Complaint
Date:07/21/2023
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 number #********* I had rented a car from you in june 20th the car got repossessed from you guys on july 19th without any phone call text or anything to inform me that there is an issue with the contract. I have been getting the run around about where the car is and to pick up my personal items from the car which includes my wallet and medicine. Managers at location says the tow company emptied out the car before taking it to their location.So now its a criminal offense someone from hertz or tow company stole my belongings, and no one is helping. me
Business Response
Date: 08/01/2023
BBB Case number: ********
Res ID or RA #: *********

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

We apologize for the inconvenience experienced in retrieving your items. We have verified contact has been made with our **************** team and the vehicle information has been provided for retrieval of your items.

Thank you for contacting us.
Customer Answer
Date: 08/01/2023

Complaint: ********

I am rejecting this response because:

Sincerely,

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

I did not receive any info in regards to what company towed the car. Your customer service keeps transferring the to different departments and no one has any idea. Plus you guys put me on the *** list. Which is not right to do since balance was paid off.
I need to know where my items are and get removed off *** LIST.
Business Response
Date: 08/07/2023
BBB Case number: ********

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

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

Based on our records, the property was already redeemed by the customer on July 26. ************** can call ************** regarding his items.

Thank you for contacting us.
Initial Complaint
Date:07/21/2023
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.
Hi,I recently rented at your location at the ***************** rental car facility. When trying to charge the Polestar EV I rented there was a clear mechanical failure which made it impossible to charge the car. I tried at 6 different chargers and still could not charge the car. To be clear I recently rented the same model car at your rental car site in ****** and did not see these issues. I called your emergency line and informed them of the issue and they told me I would not be billed for not charging the car as I received the car damaged upon pick up. When I dropped off the car I also spoke to an employee and informed they I called the emergency line and told them about the issue and was again reiterating that I tried to charge the car multiple times and was given a damaged vehicle. The on-site staff again informed me I would not be charged a fee since it was impossible to charge the car. Yet today I received a bill with a fee for not recharging the vehicle. This has to be an absolute joke. I recently switched from National to Hertz for my business travel and have enjoyed renting this far but, if this fee cant be reversed this is my last rental with Hertz. Additionally I tried calling your mainline, local number, and was either hung up on, never answered or given a number to call that was literally just the main 1 800 number I had just called. If this isnt refunded in the next 48 hours Im just going to call Amex and report the entire rental as fraudulent activity as I certainly didnt get what I paid for and then Hertz has attempted to charge me fees for an issue that was their problem due to poor fleet maintenance. Reservation : K54447737D3 Bill attached as well.
Business Response
Date: 07/24/2023
BBB Case number: 20358648
Res ID or RA #: 423416814

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

We apologize for the inconvenience experienced. A credit for the charging fee of $35.00 is being processed to your **************** account. Thank you for bringing this matter to our attention.
Thank you for contacting us.

Customer Answer
Date: 07/24/2023

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,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Hertz is NOT a BBB Accredited Business.