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

  PO Box 31166 Tampa, FL 33631-3166

• 

  Hertz

  2905 N 32nd St Fort Smith, AR 72904-4202

• 

  Hertz

  114 International Way Huntsville, AL 35824-0000

• 

  Hertz

  315 Malalpine Cresent Fort McMurray, AB T9H 4Y4

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:07/20/2023

  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.

  Date 5/16/23 - 7/14/23 I rented ***** civic at first just for a week but decided to do an extension. I did an extension every week up until July 15. with each extension there was a security deposit. I have eight deposits, with eight approval codes from Hertz, yet there is no paperwork or evidence of it, returning into my account through my financial institution. I have called several times and there should be a note or a tab on who helped me and what advice was given to me. Hertz was able to charge me $2537 but was unable to return any of my security deposits, in the same orderly fashion.

  Business Response

  Date: 07/21/2023

  BBB Case 20349369
  Rental No: 197042075
  
  This is a response to *****************************,
  
  Our records show that all authorization holds were released on 07/15. 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, you must contact the card issuer directly for assistance. Please note,once the authorization hold has been released from your account, it will not appear as a credit, it will just be removed from your statement and the funds will no longer be pending.
  
  Thank you for contacting us.

• Initial Complaint

  Date:07/20/2023

  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.

  My insurance company setup a rental reservation for me for a total loss claim I had ************ Hertz Star Rd location in *********** ** (inside the Kia **** lost my reservation. They used my personal card for a $50 deposit on 7/12/23. They then charged me an additional $351 on my personal card before I even returned the rental on 7/18/23. My account should never have had a hold or debate placed at all. They lost my reservation and now I don't have access to my $401. I need my money immediately for bills and they keep trying to put the blame on my bank. My bank had nothing to do with them placing anything on my account.

  Business Response

  Date: 08/03/2023

  BBB Case number:********
  
  Res ID or RA #: *********
  
  This is in response to *********************,
  
  We regret any misunderstanding regarding the authorization hold taken.  A $50.00 authorization is required on an insurance replacement rental.  Once the rental is returned, the authorization hold is released.  ************** was not billed any rental charges.  Attached is a copy of the rental invoice.
  
  Thank you for contacting us.

  Customer Answer

  Date: 08/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: This not the 1st time I've had rental car reservation due to an accident claim and I am familiar with how it works.  The original reservation that was set up in February by my insurance company had no $50 deductible nor was I asked to provide my card information.   All of those expenses were covered by my insurance company.   Your company (Hertz) negligence in losing that information caused this whole chain of events.   That's how there was a hold placed on my account in the 1st place.  ************ needs to admit they placed a hold on my account even before I returned the car for the entire rental cost.  That had my funds tied ** for over a week in which I incurred fees for money that I did not have access to due to them touching my account for no reason.   This has always been an insurance rental,  therefore Hertz should have never don ******** with my account period.  I have sent the screen shots of where the entire rental amount was held from my personal account. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/08/2023

  BBB Case number:  ********
  Res ID or RA #:  *********
  
  This is in response to *********************,
  
  We apologize for the authorization error processed by the location.  As a gesture of our concern, a $50.00 credit is being processed to your **** account.

  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 the appropriate Area Manager has been notified of your experience.

  Thank you again for contacting us.

• Initial Complaint

  Date:07/20/2023

  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 Agreement # K51513702D9 I rented a car from Hertz *************** on 6/13/23 and drove to *********** **. On 6/14/23 I called Hertz to inquire about changing my drop off location and date to 6/15. I was informed that the *********** location was not a corporate location and would not accept my rental. Hertz customer service then suggested I have road side assistance pick up my vehicle for a charge. I asked how much that charge would be and they transferred me to road side assistance. I spoke with road side and told them my situation. They asked for my address and where the car was going and told me it would be $117. The next day (6/15) I drove to the *********** airport and called road side assistance as I was instructed by Hertz customer service. However, when I informed them of the original pick up location they told me they would have to tow the car from *********** to ******* and it would be $634. I was quoted $117 the day before on 6/14/23. At this point my flight from *********** was about to take off. I no longer had a flight out of ******* and would be stranded if I did not leave the car. ******* is a 2 hour drive from *********** and it was already 7pm. When I contacted Hertz regarding this miss communication I was told I would be contacted in 5-7 days. I was never contacted. I called on the 7th day and was told a supervisor would call me back. No one called. I called again and was told the same thing. I contacted the executive customer service department and was told the case did not support being reimbursed the $512 I was misquoted. Again no one ever called me so not sure how the case could reflect that. I knew I would pay $117, but not $629. So asking for the $512 is not unrealistic. I will never buy a rental car from Hertz again.

  Business Response

  Date: 07/21/2023

  BBB Case 20349111
  Rental No: 383234353
  
  This is a response to *******************************
  
  Regrettably, our records do not reflect any dollar amount quoted from our ************************** team. Please be informed that adjustment credits and refunds are based on documented information, which, in this case, did not support compensation.Although this resolution is not what you prefer, I hope you will understand our position on this matter.
  
  Thank you for contacting us.

• Initial Complaint

  Date:07/19/2023

  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 reserved a car through Hertz for our vacation in *************. The reservation was set for July 15th to pick up the car. We had a hard time finding the place and had called them several times to get directions and nobody answered the phone. I was beginning to think this place didnt even exist. We finally got there, and they did not have our car that we reserved. We had a reservation which means we should not have to be put in this position to not have a car. We were stranded in ************* for hours in the heat with our luggage and two children, one of them having special needs. I got ahold of my sister who reserved a car at the Airport location for us. We had to hire a Lyft Driver to get us to the airport where we waited another hour for our car. At that point we were desperate. Hertz put us in a desperate situation which also put our children in danger. We were walking by people under the influence trying to figure out what to do. We got to the airport and rented the car for almost twice the amount of our original reservation. Not only was the amount twice as much but our reservation was for a luxury car, and we got just a regular car for the higher amount. Our original price was $361.03 for the rental. We ended up paying $600.19. We feel that what they did was illegal. It is like bait and switch where they offer us a lower rate and then put us in a desperate situation with no options and must rent at the higher rate. We also feel that they do this often as the people in front of us at the first Hertz location had the same issue. They did not have their car either and made them pay a higher rate for the car they did have. Also, reading the reviews, it seems like common practice for this company. We would like our full amount refunded for the inconvenience, putting us in danger and losing a whole day of our trip. We will never get back to the ************* area, so we ended up not visiting places that we wanted to.

  Business Response

  Date: 07/21/2023

  BBB Case 20347002
  Rental No: 421667960
  
  This is a response to ***************************
  
  Please accept my deepest apologies for the difficulties you encountered during this busy travel day. It is our goal to provide quality service, before, during, and after a rental. On rare occasions,unforeseen situations may arise that are beyond the branches' control. This is usually caused by late returns, extended rentals, damaged vehicles, etc. Please rest assured your comments have been shared with the appropriate management team for an internal review. We appreciate you letting us know about our experience.
  
  As a gesture of customer service, I have issued a refund of $239.16 to the card on file for the difference in totals. Please allow up to 7 business days for the funds to post to your account.
  
  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 of a refund for the cost difference is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/19/2023

  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.

  Amount paid: $623.92 Hertz was supposed to supply a rental car.Nature of dispute: I rented a vehicle through Priceline. They provided a vehicle through Hertz. The vehicle was broken into the first night I had the vehicle, with the driver's window being broken. Hertz towed the vehicle to their facility the next morning (6/17/2023). Hertz refused to replace the vehicle with another rental and refused to refund money, stating that it was paid through Priceline, so Priceline would need to refund the money. I was forced to rent a vehicle through another agency, and pay more money per day than I did for the original vehicle. I spoke with a Priceline representative and her supervisor and was told that Priceline will not refund the money for the remaining 8 days that we did not have use of the vehicle. They stated Hertz took the money.I tried to resolve this with Priceline by talking to 2 representatives on the phone. They were not willing to resolve the issue. I tried to resolve it with Hertz by talking to the desk representative in the ***************.Priceline Trip Number: 332-915-915-18 Hertz Corporation Confirmation Number:K5243442722 Hertz Record Number: *********

  Business Response

  Date: 07/21/2023

  BBB Case number:20346856
  
  Res ID or RA #:*********
  
  This is in response to ***************************,
  
  I am very sorry that a replacement vehicle was not provided.  A credit of $554.56 is being issued to the **** account ending in 3398.  This represents the 8 unused prepaid days.  Please allow 5 to 7 business days for this credit to post to the account.
  
  Thank you for contacting us.

• Initial Complaint

  Date:07/19/2023

  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.

  On 7/13/23 I rented a vehicle from Hertz (#*********) for a five day trip to ********* **. The reservation included a pick-up at **************** location and included an after-hours drop-off scheduled for 7/17/23 at the same location. At pick-up in ****** I was informed that they no longer accepted after-hours drop-off. They instructed me to drop-off at the ******* Hertz location. On 7/13/23 on the way to ******* the check engine light came on and the vehicle experienced reduced power. I called the Hertz service. They told me to exchange the vehicle at the Hertz in ********* **. When I arrived at the location I was told that they had no vehicles available and that the service department had not informed them of the proposed exchange. Their only remedy was that I accompany the vehicle to ******* (2 hours away) and make the exchange. I asked for a refund I was told I would be charged an intercity fee for not returning the vehicle to **** (more than $400). Hertz left me with the impaired-functioning vehicle with an expectation that I drive it back to **** and "hope" it makes it. I was forced to continue to drive the non-functioning vehicle for the remainder of my trip and return to ****. This vehicle condition nearly caused accidents on two occasions during the remaining trip due to the slow acceleration issues and lack of power of the vehicle. I returned the vehicle on 7/17/23 at 9:02 PM to the after-hours Hertz ******* ** location as instructed, yet I was still billed a late fee. My problem is that Hertz charged me for a fully functioning vehicle ($294.32) yet they did not provide me with a fully-functioning vehicle and refused to make an exchange when the issue was brought to their attention. They also advertised after-hours drop-off at their location and then switched this policy after bookings were made. They then billed me a late fee when I followed their instructions for an alternate drop-off location even though the car was not returned late.

  Business Response

  Date: 07/21/2023

  BBB Case number:20345619
  
  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.  We apologize for the inconvenience experienced.  We always want to provide quality vehicles to our customers.
  
  We regret any misunderstanding regarding the after hour return policy for ******.  Our records show they do not accept after hour returns.
  
  I have adjusted the rental charges to 2 rental days.  A credit of $180.44 is being issued to the **** account ending in 3189.  Please allow 5 to 7 business days for this credit to post to the account.
  
  Thank you for contacting us.

• Initial Complaint

  Date:07/19/2023

  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 prepaid rental through Hertz in **************** ** with a pickup time for 4:30. I arrived a little late but before the time they were supposed to close. The business had already locked the door and i was not able to pick up my rental. since i needed to be on the road i needed to get a rental from Enterprise across the street which costed me a difference $298.14. When i asked Hertz to cover the difference, since they closed early without any notice, they told me that the local manager said the business was open until 5:05, which she told me on the phone 5:10. I have attached my call logs showing i called the company multiple times before 5pm and then 2 times after 5pm. Once at 5:04 with customer service stating the business closed early. After the 3 calls at 4:52, 4:53 and 4:59 while standing at the front door. After all of this if the local manager's story of them closing at 5:05 or 5:10 the person would've walked right past me. I am currently working on getting video footage from neighboring businesses showing the parking lots and when my car was there.Also doing the math on when i checked out at Enterprise, 5:33pm it is a 6 min drive across the street, give or take 6-7 mins to check out. Means I left Hertz parking lot around 5:20, so whether they left at 5:01, 5:05 or 5:10 I would've seen the person from Hertz leave.

  Business Response

  Date: 07/21/2023

  BBB Case number:20345225
  
  Res ID or RA #:***********
  
  This is in response to *********************,
  
  We regret the St. ****** office failed to remain open to honor the reservation.  A credit of $298.14 is being issued to the Discover account ending in 7938.  This represents the rate difference paid to Enterprise.  Please allow 5 to 7 business days for this credit to post to the account.
  
  Thank you for contacting us.

• Initial Complaint

  Date:07/19/2023

  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 Hertz vehicle through Travelocity, dates of rental were July 1- July 9, 2023. The vehicle was given to me with little oil and I had to purchase oil and put it into the engine myself while on the road. There was also a plastic piece from the front of the car that was causing a hazard while we drove on the highway. The vehicle was not given to me in a safe condition. Nevertheless, I drove the vehicle from Jul 1-Jul 9 and dropped the vehicle back off to Hertz at the same location I picked it up from. I dropped it off the day it was due, on July 9, 2023, well before 1:30pm. Since then, Hertz has charged my credit card daily for supposedly not returning the vehicle. I have called customer service daily, I have emailed, I have called the ******* location. **************** tells me they will escalate the issue and get back to me, nobody gets back to me. Via email I was told they were looking into it, nobody ever resolves it. When I call the ******* location, it rings and rings, nobody picks up and there is no option to leave a voicemail, the phone just hangs up on the caller... I had to lock my credit card to keep Hertz from charging me daily. Hertz also calls me daily to say that the vehicle has not been returned, and when I call the number back and explain for the millionth time that I returned the vehicle, I am given no information, no resolution, and nobody to speak to that can actually do anything. Each day this cycle repeats itself with no apparent end in sight, as this has been going on daily since July 9 when I returned the vehicle. The confirmation number for the reservation was #K52331731D1.My "customer care case number" is *********** there is anything else you need from me, please let me know.

  Business Response

  Date: 07/21/2023

  BBB Case number:20345054
  
  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.  We apologize for the inconvenience experienced.  We always want to provide quality vehicles to our customers.
  
  I can confirm the contact is now closed.  I am very sorry for the delay in the location closing the agreement.
  
  As a gesture of our concern, a credit of $100.00 is being issued to the MasterCard account ending in 4224.  Please allow 5 to 7 business days for this credit to post to the account.
  
  Thank you for contacting us.

• Initial Complaint

  Date:07/19/2023

  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.

  similar$136.26 USD 3 DAYS AT $45.42 USD PER DAY $30.88 USD 2 EXTRA HOURS AT $15.44 USD PER EXTR Subtotal $167.14 USD Discount CDP: AAA ***** Included UNLIMITED MILES INCLUDED Fees and SurchargesCharges Explained VEHICLE LICENSING FEE RECOVERY$7.76 USD Taxes Sales Tax$26.23 USD 0551Due at Time of Rental: $201.14 USD location. There were no cars available in ******* *****. I also received 2email reminders. My entire trip had to be cancelled.

  Business Response

  Date: 08/02/2023

  BBB Complaint ID: ********
  Reservation # K55349429B3
  
  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. We make every attempt to ensure that your reserved vehicle class will be available to you. However, unforeseen circumstances can arise which may result in vehicle shortages. As a gesture of goodwill, we will mail you a $50.00 rental certificate which can be applied towards a future rental.

  Customer Answer

  Date: 08/03/2023

   
  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:07/19/2023

  Type:Customer Service 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.

  Note to Hertz with all pertinent info.I called your customer service a few days ago to have my reservation (K4440171451) changed from the ********* discount program to my Capitol One discount program (as it was a cheaper rate). I believe the rate was supposed to be $425.00 for the rental. I was told I would get a confirmation email but never received one...When I got to the rental office in ****** today I was told that there was no rate code applied/entered in the reservation so I had to pay the walk-in rate ($1,676.00).The woman who rented the car to me said I would have to call customer service (again) to get the issue corrected and she could do nothing.I just got off the phone with customer service who said they couldn't do anything about it either and I needed to contact ******************************************************************************* you help get this resolved? I have now paid 3 times what I was supposed to to rent this car :(

  Business Response

  Date: 07/20/2023

  BBB Case number:20344219
  
  Res ID or RA #:*********
  
  This is in response to *******************,
  
  We regret any misunderstanding regarding the charges billed.  Our records show the *** was changed on the reservation.  The rate confirmed was a prepaid rate of $424.62.  However, we do not see that the prepayment was ever processed. If the $424.62 prepayment was processed to the **** account ending in ****, please provide a copy of the credit card statement showing the posted amount. 
  
  The charges billed were $629.47.  A credit of $204.85 is being issued to the **** account ending in ****.  This represents the difference in the rate reserved versus the rate applied.  Please allow 5 to 7 business days for this credit to post to the account.
  
  Thank you for contacting us.

  Customer Answer

  Date: 07/20/2023

   
  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,
  
  *******************