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

5,133 total complaints in the last 3 years.
1,286 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:05/12/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made a reservation on March 29, 2023(Confirm #K4464359233) to rent a medium 5 passenger SUV (Group L) for a total of $599.63. When I arrived at the counter on May 2, 2023, I told the clerk I had a reservation, she asked what I wanted for insurance. I told her I wanted what was on my reservation. The clerk then printed out the rental record (*********) which totaled $808.32. I told her this doesn't match my reservation of $599.63. She told me it was due to taxes not being included om the reservation. I then pulled out a copy of my reservation in which she told me "the reservation was incorrect due to internet prices which are always wrong". I insisted that she honor the reservation which she declined. My reservation had a group discount which is not reflected in the rental agreement. She never explained the price difference or insurance options. We flew in at night and waiting in line for 40 minutes. We were tired so I took the car. This took place at the ************ Intl Airport. Upon drop-off on May 7, 2023, I went to the counter to explain the problem. The clerk was unable to make an adjustment and the manager was not available to speak with. My friend had the same reservation for the same model car in which he was charged $526.83 (attached). This is at the same counter, same time as we flew in together on the same flight, just with a different staff person. This practice is unfair and deceptive. I would appreciate that **** honors the reservation commitment. Thank you for your help in advance.
Business Response
Date: 05/22/2023
BBB Case #: 20050824
RA #: 189531554

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

******************************* entered into a contract with The Hertz Corporation Rental cars on May 2nd, 2023. In accordance with the provided Signed Rental Agreement our records show the optional coverages for the Loss Damage Waver (LDW) ******************* Supplement (LIS), and the Additional Authorized Operator (AAO) were accepted. These optional coverages were used during the rental between May 2nd through May 7th, 2023. Should an accident have occurred we would have honored the conditions of the selected coverages.

Adjustment credits are based on information which, in this case, does not support an adjustment to the additional charges billed. As we were not present for the conversation between yourself and our representative, we must rely on documentation available. In accordance with the Signed Rental Agreement the charges are valid, and no adjustment is warranted.

Thank you for contacting us.
Customer Answer
Date: 05/31/2023

Complaint: 20050824

I am rejecting this response because I feel I was a victim of a bait and switch tactic. This is unfair business practice to the consumer. Hertz employees are the educated individuals with the power to control the charges. Your employee used her position to overcharge and confuse me at time of rental.

Sincerely,

*******************************
Business Response
Date: 06/02/2023
BBB Case #: 20050824
RA #: 189531554

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

After further review and consideration, I have proceeded to refund the additional coverages,as a gesture of our goodwill. Please allow 5-7 business days to receive your refund of $289.35.

Thank you for contacting **.
Customer Answer
Date: 06/13/2023

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:05/12/2023
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 am writing regarding a rental with Hertz with RR# *********. I am writing this morning regarding an absurd extra charge for one day of overdue rental. The agreed rate was ****** per week or ****** after tax. I extended the rental up to the allowed 28 days. I was unable to return on the extended due date, but returned it the following morning to a nearby locaiton. As stated in the rental contract if the vehicle is returned more than 24 hours the rate may change, however, the rental was returned less than 24 hours past the due date. The vehicle was returned to a different location than the rental location. However, It was in the same city area, and I was advised that there would be no additional fee for this. Basically, I was charged $600 for one day of rental because I was not able to return the vehicle on time. I can understand a $40.00 extra day charge, even a $100.00 charge for being "late" However, my final charge was *******. The expected charge was ******. An extra day at ***** with 10% tax would bring the total to ******, however, I was charged *******. As I stated, reasonable "late" charges would be understandable. But that is not the case, I was essentially charged over $600 for one day on a $200/week rental. I completed a "Hertz listens" customer survey which promised a response, and I received no response. I have contacted Hertz billing and ************************************************** to no avail. I hardly even received an apology, just that the "appropriate" rate was charged. Thank you for your prompt attention to this matter.
Business Response
Date: 05/19/2023
Complaint ID: ********
********************** RR#: 146392890
This correspondence is being sent in response to a query made by *****************************. Thank you for allowing us the opportunity to review your concerns.
We apologize for any concern or frustration caused regarding the charges billed for your rental. As outlined in the Rental Terms & Conditions, the estimated total provided at the time of booking is based on the terms of the rental which includes the dates, times and locations of the rental pick-up and return. Any changes to these terms will result in a change to the provided rate.
As such, our records show your initial booking under confirmation K39802424B4 was made for rental on 02/10/23 at our ***************** West location in ********** location and scheduled for return on 02/17/23 at our ***************** West location in **********. At which time, a base rate of $197.42 plus applicable taxes and fees was quoted. We have attached a copy of your initial rental contract for your review. We show during your rental you contacted us to extend your contract for return on 03/10/23. However, during this extension process it was not indicated the vehicle would be returned to a different location than scheduled. Had this information been included in your extension, the appropriate rate would have been confirmed with you.
When the rental vehicle was returned one-way to a different location in *******, the applicable one-way monthly rate was applied to your rental. This information has been review and the best rate available was applied. With this in mind, we must respectfully decline your request for a refund or adjustment of your rental charges as they are correct based on the altered terms of your rental.
Customer Answer
Date: 05/19/2023

Complaint: 20050095

I am rejecting this response because:
I was specifically advised that I could return to a different HLE location within the same region and it would not be considered a one way rental. I returned to ******* which is minutes from ********** because ********** was closed on Saturday. The representative indicated that it was fine to return there and there would not be additional charge.
Sincerely,

*****************************
Business Response
Date: 05/29/2023
Complaint ID: ********
********************** RR#: 146392890

This correspondence is being sent in response to a query made by ******************************

As previously stated per the terms and conditions of your rental agreement any changes made to the original reservation including but not limited to times, dates,or locations will result in changes of rates. Therefore, the charges are valid, and we must respectfully decline your request for a refund.

While I understand this is not the response you were anticipating; we ask that you respect our final decision on the matter as we consider it to have been fully addressed. Further requests to revisit this matter will not be considered.
Initial Complaint
Date:05/11/2023
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.
Rented a vehicle under Rental Agreement #*********. The rental was picked up with 47,705 miles on it and barely had half a Tank gas as the picture shows. Yet, I was fraudulently charged for gas in the amount of $102.40 plus tax as if the vehicle was received with a full tank of gas. Their receipt shows mileage out was 47,704 which is inaccurate as well as it showing it had a full tank of gas at pick up. Picture shows the mileage at time of rental and the level of gas. I am requesting the refund the gas charge plus taxes on that amount.
Business Response
Date: 05/19/2023
Complaint ID: ********
Hertz RR#: *********
This correspondence is being in response to a query made by **** ***** Thank you for allowing us the opportunity to review your concerns.
Our records show you previously reached out to our Customer Service team on 05/12/23 regarding this matter. At which time, our Customer Service representatives assisted with providing a refund of $102.40 to the charge card originally billed. Though processed on this date, please allow up to 5-7 business days for the credited amount to show on your billing statement. We are pleased to see our Customer Service team was able to provide assistance in resolving this matter and have attached a copy of your amended invoice for you review and record.
Initial Complaint
Date:05/11/2023
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 rent cars from this company for business purposes every other week. This particular rental I had on 3/20 was extended longer than usual. I was asked by Hertz to return the car immediately or extend. At the time I was waiting for my job to receive new credit cards to extend my rental. Each time Hertz reached out I answered ALL emails and text messages. The final time the *************************** sent me a notification stating, Your Hertz contract needs renewed asap or the vehicle to be returned. You will have to go into the location to take care of this contract. This is nothing that you can do over the phone. YOUR OUT FOR REPO - NEEDS RENEWED OR RETURNED ASAP Please let me know when you have returned or renewed. Thank you , ****************** I take the car to location (**************************) and asked for them to extend my rental to avoid repossession. They stated they were unable to extend rental agreements at THIS location. I proceeded to let ***** know that they are not able to extend rental cars at the location. Since she mentioned I could not do this over the phone I asked what should I do to avoid repossession. She NEVER responded. 2 Days later, Hertz repossessed the vehicle with all of my companies equipment and personal belongings inside and REFUSED to let me get these items. I had to wait 5 days before receiving my car keys and company laptops. In addition, I was put on a Permanent Do Not Rent list because I failed to communicate with anyone. I have all the documentation on screenshots to prove that I did reach out and asked what should I do to avoid the repossession. I sent 3 emails to the rental ************************************** email and not one person responded to my message. I am asking that this get resolved immediately so that I can continue renting cars for business trips. What they are basing my status off of is not true. I could see if I make a habit of this. As a President ****** this is terrible customer service. Im asking for this to be removed.
Business Response
Date: 05/26/2023
Complaint ID: ********
********************** RR#: 165637975
This correspondence is being sent in response to a query made by ******************. Thank you for allowing us the opportunity to review your concerns.
We apologize for any frustration caused regarding your previous rental with Hertz. Upon receipt of your inquiry, we immediately reached out to our Area Manager in ********* for their assistance. Our records show your rental was scheduled for 1 rental day; however, you kept the vehicle for 30 days beyond your return date without contacting our Rental Extensions team. During this, our billing department was unable to make authorization on your charge card for the extended duration of your rental. When you arrived to the branch in ********* to extend your vehicle, the contract was already in an overdue status which our branch was unable to extend the rental because at this point due to the overdue status, declining credit card and the hired repo on the vehicle.
Once the rental was force retrieved by our Vehicle Control team, the branch mistakenly closed out your contract for 1 rental day which did not bill you for the correct number of days. Due to the fact the vehicle was severely overdue and no contact was made to our Rental Extensions team or location before the rental was to be retrieved by repo, you have been placed on the Rental Suspensions list permanently. This decision cannot be overturned. It is the customers responsibility to return the vehicle on the date and time as outlined on their rental contract; in this case, the return date was 03/21/23 and our vehicle was recovered on 04/19/23.
Initial Complaint
Date:05/11/2023
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 at Hertz on ***** Road in *********** for April ****, 2023. My confirmation #K45408997A1. When I went to pick up the vehicle, they were out of vehicles and sent me to the Hertz on E Sahara Blvd. They didn't have the size vehicle that I reserved, I was told I would have to pay extra for the *** that they had. I was told it would be $547.15. My credit card was charged $665.85 and when I looked at my receipt, it was for a different vehicle with a different price. I called and they told me don't worry about it. When I returned the vehicle, I was told the computer was down so they couldn't print out my receipt and I would get it in an email. I never received an email, and when I contacted Hertz costumer relations, they sent me a bill for $547.15. I reached out to them again about the error and they said for me to pay the $547.15 and then they will correct any errors. I'm 19 years old serving in the military and I feel like I'm being taken advantage of because of my age. My mother tried to help me resolve the problem since I have crazy work hours but they told her they could only deal with me even though I authorized her to assist me.
Business Response
Date: 05/19/2023
Complaint ID: ********
********************** RR#: 175743271
This correspondence is being sent in response to a query made by ***************************. Thank you for allowing us the opportunity to review your concerns.
We apologize for any confusion caused regarding the charges billed for your rental. Our records show you entered into a rental contract with Hertz on 04/07/23 at our *********** HLE location in ********* for scheduled return at the same location on 04/14/23. At the time of rent, the quoted estimated total was for $379.01 which included a base weekly rate of $318.21 plus applicable taxes and fees.
Our records show the vehicle was returned one-way to our ************** location on 04/10/23. As such, the before-mentioned rate was no longer applicable as the quoted rate was based on pick-up and return to the same location. When the vehicle was returned to a different location, out of state, a one-way fee of $700.00 was assessed. The total amount billed is $1213.00 due to this change. However, of the full balance we show your financial institution payed a portion of the amount for $665.85 leaving a balance owed of $547.15. We have attached your original rental contract as well as your final invoice for your review and record.
Customer Answer
Date: 05/22/2023

Complaint: 20049149

I am rejecting this response because: I never left ********* when I rented a vehicle. They had my information wrong and when I asked for my receipt upon return they claimed the printer was down and I would receive my receipt by email which I never got.

Sincerely,

***************************
Business Response
Date: 05/23/2023
Complaint ID ********
********************** Agreement 175743271

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

Based on review of our records, I am showing an intercity fee was charged due to dropping off at a different location.

Based on the information provided the charges are valid and will stand. I do understand this is not the outcome for which you had hoped however based on our thorough review of the matter, we stand by our decision.

Thank you for contacting us.

Customer Answer
Date: 05/30/2023

Complaint: 20049149

I am rejecting this response because: I dropped the vehicle off at the same location where I picked it up. My receipt was wrong because I rented a ***** Equinox not a ******* Sonata. I've continuously tried to reach out to Hertz about the errors made.

Sincerely,

***************************
Initial Complaint
Date:05/11/2023
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 put a reservation to rent a car. Hertz took 121 dollars of my debit card before I went to pick the car up. Then ask me to put 300 more for deposit.
Business Response
Date: 06/02/2023
BBB Case number: 20049107
Res ID: ***********

This is in response to ***********************:

Our records indicate you chose the prepaid rate when booking your May 11 reservation, therefore, the rental cost would be billed at time the reservaiton is booked. We are showing this resevation was cancelled the same day it was booked and the authorization taken for the prepayment was released and the charge was not completed to your account. You were not billed for this prepayment.
We sincerely apologize for any misunderstanding regarding the credit authorization required at the time of rental. An authorization is required based on the estimated rental charges. The estimate of charges assumes that the customer is going to return the vehicle exactly as stated on the rental record at the time of rent. Estimated charges include rental charges, optional services accepted, additional charges (child seats, ski racks, etc.), and taxes.

In order to cover incidental charges, such as extra hour charges if the vehicle is returned late, we require credit approval for up to $200.00 to $500.00 over the total estimated rental charges. Approval for this additional amount cannot be waived. If authorization for the estimated amount cannot be obtained from the customer's charge card company, the ********************** will be denied.
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.

Sincerely,
Initial Complaint
Date:05/11/2023
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.
April 29th 2023 I arrived at the hertz car rental agency at ************************* ready to pick up the car, this is my second time renting a car with hertz my first rental was at hertz at *** and I was talking to me when I was renting a car The staff asked me clearly if I needed various services and clearly told me the cost. I refused all of them. Today is May 10, 2023. I am about to return the car and head to ********. I took a look at my car rental slip and found ******. The hertz front desk staff at Love Field Airport gave me an extra service of more than 200 dollars without my knowledge! I can guarantee that in the process of talking to her, she didn't even mention the services on these two bills, did not ask me if I need it. It's a blatant scam! Is it possible to defraud foreign consumers so recklessly because I am a foreigner? ? really makes me sick
Customer Answer
Date: 05/12/2023

Better Business Bureau:

Hi I just filed a complaint against hertz 2days ago but I got my problems solved when I talked to the manager in that station so could you help me drop this complaint problems has been solved

Sincerely,

***************
Initial Complaint
Date:05/11/2023
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.
Date: 5/6/2023 Rental #********* The worst service I’ve ever received from a rental car company. I was unknowingly charged a $60.00 upgrade fee for an EV also I told the agent I had my own sunpass and he still added it to my bill for $27.98. The agent also refused to add my gold membership number to my reservation and said it was my fault for booking it wrong. When I called the location to resolve or take back and switch the car no one ever answers the phone and the voicemail box is full. I called customer service over 20 times and was hung up on every time while on hold, sometimes before even getting to a representative. For my first time using a company as prestigious as Hertz this has been extremely disappointing and the customer service is absolutely disgusting. Horrible to deal with while on vacation
Business Response
Date: 05/19/2023
Complaint ID: ********
RR#: *********

Thank you for contacting us. Please accept my sincere apology for the billing dispute. A review of our records indicates you contacted us via social media and a refund was issued for the toll pass and upgrade in the amount of $89.95 on 05/12/23. Please allow up to 7 business days for the refund to post to your account.
Please be advised your Gold number was added by the rental location at the inception of your rental.
Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.
Initial Complaint
Date:05/10/2023
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 went to Hertz in Lakewood, CA to pick up a rental that the insurance company had set up. I was told that I needed to purchase insurance. I asked him why I needed to pay for it and he responded that either I had to pay for it or the insurance company. So I gave him my credit card thinking I would just request a refund from the insurance company. I finally got a hold of the insurance company two days later and asked them about it, they told me that the law said I didn’t have to pay for insurance with them. So, I called Hertz and told them what I was told, and they said they didn’t tell me I needed insurance but I could cancel the remaining days but get no refund for they days prior. They charged my credit card for 3 days at $25 per day. I wouldn’t have gotten insurance had they told me the truth about needing insurance. #*********
Business Response
Date: 05/23/2023
Complaint ID: ********
RR# *********

Thank you for contacting us. The rental location manager advised he contacted you directly to address and resolve. He also advised they have removed the Loss Damage Waiver from your rental.
Customer Answer
Date: 05/23/2023

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:05/10/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a Nissan Pathfinder from Hertz Kona Hawaii airport location on Thursday, May 4, 2023. We had a 40 min drive to our airbnb. We noticed the brakes were starting to screech as we stopped, once we had arrived it was getting worse and we could not reverse the vehicle without an extremely loud noise. We attempted to go to the store and realized the brakes were not catching. We turned around and went back to the airbnb. I tried contacting the location several times and nobody answered and voicemail was full. I contacted roadside assistance and was told they would pick up the vehicle and they would reimburse me for my Uber to go back as well as for the vehicle. The car was picked up very late 8:30pm, the next day when I called customer support for my refund they could not find the vehicle as the road side agent took it to his home after I called him to ask where the car was at. They then didn’t check it in so I had to take a $40 Uber to go speak to someone and get this fixed. I took 2 out of my 5 day trip trying to fix this. I was told they can’t help me and to call support. Customer support manager refused to refund me even though the vehicle was not used and they risked our safety by not inspecting the vehicle. They offered $100 certificate that expires in 3-6 months. I don’t have another trip planned and don’t want to use this company after all of this. I asked for a refund of $140.10 plus my Uber to get back for $38.68 for a total of $178.78 back to my account in cash not a certificate. Their standards of Business conduct states customer safety is a paramount concern and they have not proven this. They state their corporate responsibility is to ensure customers get to their destination safely and responsibly and that they treat customers the same way they would want to be treated, yet their customer service has proven otherwise. They did not inspect the vehicle and risked my groups safety. Please contact me at ************ regarding the refund. Rent #*********
Business Response
Date: 05/19/2023
Complaint ID: ********
RR#: *********

Please accept my sincere apology for the problems you had with the vehicle and any inconvenience this caused. As a gesture of our aplogy I have issued a refund for the prepaid amount of $96.09. Please allow up to 10 business days for the refund to post to your account.
Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.

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Hertz is NOT a BBB Accredited Business.