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 Corporation

  2300 N Airport Blvd Springfield, MO 65802-7536

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:05/08/2023

  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.

  Rental Record #********* On May 3, 2023 I rented a car for 2 days from (Hertz) at Sky Harbor Airport Phenix Arizona. An Initial hold was placed on my Credit Card for $200 the agreed date of return was May 4, 2023 at 10am. On May 4, 2023 at about 8:30 pm I called ************** to find out the cost to extend the rental for 6 hours with the new return time being 4pm. The representative on the line placed me on a brief hold, did some calculations then she informed me the the cost for the extension would be 78 dollars with a $200 Refundable hold fee. I asked for her to confirm the amount which she did and asked me if I wanted to confirm. I confirmed the extension and an email was sent to me after. The email did not have any cost attached to it. However, when I checked my credit card it reflected a pending transaction as discussed. I returned the car as agreed by 4pm on May 5, 2023. The pending transaction remained on my card until May 8, 2023 when I was then charged $278 for the extension. I quickly called the Customer Service and was initially told that the rep I spoke to gave me the wrong information and the total changes I am now seeing is correct. I asked to speak to a supervisor who advised me that I would have to pay the amount on the invoice and there is no one else for me to talk to. Not satisfied with that response I called them back and the new rep said the supervisor say I can only be refunded $61 and this is final because that is what is stated on my agreement. I explained that I would never have agreed to an extension if the correct information was provide. So why I being asked to pay $200 more than I should for a reps wrong information. That is not fair or good business practice.
  

  Business Response

  Date: 05/18/2023

  Complaint ID: ********

  RR#: *********

   

  Thank you for contacting us. A review of our records indicates you called to extend the rental on 05/04/23. You were advised the rate would increase to $118.67 per day and the additional authorization would be $278.00. On 05/08/23 you called our Customer Service team to dispute your charges. You were advised of the rate quoted to extend your rental and the representative explained the charges were correct. You called Customer Service again on 05/08/23 and the representative advised as a goodwill gesture they would adjust your rate to the original rate of $101.38 for the 3 days of rental. A refund of $61.64 was then processed. Based on this information the charges are correct and no additional refund is warranted. 

• Initial Complaint

  Date:05/08/2023

  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 for 3 days I upheld my end of the contract, took care of the car, had it back when I said it would be back. They changed the return date to be 3 days later than when I actually parked it there. I do not have a picture of the car in the hertz lot, i do have a boarding pass for the flight that morning. The bill went from 409.25$ to 888$When I called, they laughed and said it happens all the time. They would be happy to 'refund' me the extra days. This is fraudulent activity that preys on people who are trusting the 'machine' to work. I hope this contributes to a 'body count' and , if other people are complaining, you see a pattern. I have no doubt I am the only one who experienced this.

  Business Response

  Date: 05/11/2023

  BBB CASE#: ********
  RR#: *********
  
  This is in response to ***************************,
  
  I am sorry for any inconvenience you encountered with the additional time being billed on your ********, ** rental. In a review of the charges billed, I can see the local team only billed you $468.90. I emailed a copy of the final invoice to your mcfarlaneconsulting.com account.
  
  Thank you for contacting **.

• Initial Complaint

  Date:05/08/2023

  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 rented a car from Hertz on 5/1/23 and returned it the same day at Manchester airport . RR ********** I left a CPAP device in the car and despite literally dozens of phone calls no one has answered and I am still without their device that helps me breathe at night.

  Business Response

  Date: 05/11/2023

  BBB CASE#: ********
  RR#: ********
  
  This is in response to *************************
  
  Per the Terms and Conditions of the rental agreement, Hertz is not responsible for personal property left in our vehicles. However, we are always concerned when customers do leave items behind and work diligently to reunite the items with the rightful owner. Our procedures require that when items are found, they must be brought to a manager for proper identification and attempted return to the customer.
  
  I contacted our **********; ** airport team to see if they have any updates with your CPAP device. If located, I have instructed them to contact you to make arrangements to get your item sent back to you.
  
  Thank you for contacting **.

• Initial Complaint

  Date:05/08/2023

  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 booked a telsa model Y SUV on Saturday for today. My reservation K47714163B3 guarantees this exact model. Upon arriving at Hertz and checking in, the rep tried to give me a Telsa model 3, a sedan. The first problem is they wanted to provide me with this vehicle change without notifying me of the change and tried to charge me the same higher amount as model Y. Second problem is that my model was guaranteed. I am also a president ****** member ******** but was treated as so. I was told they didnt have it, and basically, oh well. There are no other cars of the same quality or close to class. This car was for me to take my daughter to prom, and I still have no vehicle. I want adequate compensation for this issue. Hertz failed to follow the policies guaranteeing me the vehicle model in reservation and guarantees as a president ****** member. I have still not found a rental vehicle and ran around to different locations while on the phone with the Hertz reservation on the line. The time, gas, and mental stress of dealing with this last minute due to the failure of Hertz is unacceptable.

  Business Response

  Date: 05/17/2023

  Complaint ID: ********

  Res#: K47714163B3

   

  Please accept my sincere apology for any inconvenience caused when the reserved class was not available for your rental. Although our reservation system is designed to provide a vehicle at the time and place requested, situations can sometimes develop that prevent ** from honoring a reservation. As a gesture of our apology I have provided **** gold points to your Hertz account to use towards a future 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. 

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20025188
  
  I am rejecting this response because:

  This issues almost ruined my daughters prom and the lack of accommodations for a president ****** member was unacceptable 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 05/22/2023

  Complaint ID: ********
  Res#: K47714163B3
  
  
  This correspondence is being sent in response to a query made by ********************************
  
  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:05/08/2023

  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.

  The HERTZ sales associate lied and used deceptive business practices to increase his commissions during out transaction. The Sales Rep (SR) lied about what the offer was, and when clarification was requested he confirmed that the update was only $20 increase to our initial estimate (previously paid) for the additional coverage he was pushing. He took advantage of two young females, I believe that was intentional and he purposely confused us and lied to us about the offer/coverage. When he originally introduced the extra coverage I said no, I want my quote to stay the same, after discussing and reviewing my estimate with the HERTZ SR further, I asked if it was only an additional $20... To which the SR confirmed. The additional coverage was only $20 extra. He directed me to insert my card for the $200 deposit. I saw in my statement the whole charge was $376 (including the security deposit). I assumed you would have refunded me the $157 because we had a new total of $176 which included the coverage. I made it clear that I did not want to pay more than what I was quoted, and I made it clear that I was only okay with the additional coverage if it was only adding $20 to our total, and your representative confirmed it. I believe we were targeted because of our age and our ***. I am not satisfied with my service, and customer service has done nothing to resolve the matter. I am requesting a refund for the $157 I initially paid, per my conversation with your SR.

  Customer Answer

  Date: 05/09/2023

   
  Better Business Bureau:
  
  To whom it may concern,
  
   
  
  After a few responses from Hertz invalidating my response.... I proceeded to share my negative experience on every website I could think of, and file a complaint through BBB. They finally accepted/validated my negative experience and corrected their mistake by issuing a refund. Again this was after a few responses denying my negative experience and pushing the "contract." 
  
   
  
  As a customer, I have the right to dispute my transaction due to unsatisfactory service. To which this was, and in addition, it was also deceptive practices at the Sales Counter that confused my sister and I (two young females) into agreeing to something without being forthright about additional charges and using initial FULL payment towards an overall quote that essentially doubled the cost of our reservation. 
  
   
  
  After my negative experience and doing everything I could to get my refund/share my experience... I saw that there are many others who have shared similar encounters. I am truly amazed that a company like this is still in business as they have exploited so many customers.
  
   
  
  Anyways - My complaint has been resolved by Hertz. Thank you. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/08/2023

  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 started in the weekly rental program with Hertz/Uber on March the 20th. I was under the thought process that Hertz would debit the required weekly amount from my card to pay for the weekly rental fee. They did not explain that the money comes out as a "hold" instead of a debit. Yesterday, on March 4th I was charged a lump sum of $2092.30 which has now resulted in my bank account being -$2019.20 overdrawn and I have yet to see my $200 deposit refunded.

  Business Response

  Date: 05/09/2023

  Complaint 20024108

  Hello, I apologize for the inconvenience. Upon checking your rental agreement you were billed for 5 extra weeks. I have attached your update rental receipt to this letter. Thanks 

• Initial Complaint

  Date:05/08/2023

  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 rented from hertz this is the rental number *********** In detail Pick-up: Fri, April 21, 2023 - 12:00 PM Hertz Corporation Buffalo Niagara Intl Airport (BUF) 4200 Genesee StBuffalony, Buffalo, NY 14225 Drop-off: Sun, April 23, 2023 - 12:00 PM Hertz Corporation Cedar Park, TX 251 N. Bell #115Cedar Parktx, Cedar Park, TX 78613 Driver Name: ******* ** ****** Here is the issue I was suppose to return on a sun as it says above. I called hertz and they told me there is no sun drop off hold til Monday and call the extension line on mon the 24th. I called and spoke to a lady and she told me that as long as I drop off before 6pm I will not be charged for sun and mon. I did and they still charged me. I called back right after I closed out and spoke to a lady named ******* and this is the ticket********* she gave me. In detail I was told be her I would not be charged for sun and mon and she reduced my rental to $62 a day because the gave me the wrong car. So I was suppose to be charged less than $260 for my rental but was charged $615 than refunded me $240. I will attach all puctures. I am owed almost $200 back to me. I called also on Wed was hung up on and the lady I spoke to refused to get someone who can help me and hung up without helping. All the calls are recorded so they have proof what was told to me. I would like my money to be refunded. If so I had to cancel my credit card on file for fraudulent use so my bank can be used for refund

  Business Response

  Date: 05/09/2023

  COMPLAINT #********

  Hello, I apologize for the inconvience that you experienced at our Hertz location. As a result we will refund the credit card on file for $191.93. Please allow 5-7 for processing.

  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.
  
  

  Thanks

   

   

  Customer Answer

  Date: 05/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ** ******

  The credit card on file was compromised and I had to cancel it. I have another card linked to that account. Can you please call so I may give it to someone.

  Business Response

  Date: 05/18/2023

  Complaint ID: ********

  RR#: *********

   

  The refund was already processed to the credit card used for the rental. The refund will still post as long the account number is the same but the card number changed. Please verify the refund with your financial institution. 

  Customer Answer

  Date: 05/18/2023

   

   

  yes I am sorry I have received the refund thank you for your help
  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:05/08/2023

  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 wife went to hertz rental ************* ******** ********* ***** my wife had wreck on 5/3 l called my insurance company they set up rental she went in 5/4 that morning she claims the woman ran credit card and proceeded to show her the car it was electric she called me and I said didn't want electric by the way her mom was there witnessed this there was supposed to been only 50 dollars hold on card this is 5/6 there's still hold of ****** hold on card pending as I mentioned before her mom can say same thing my wife did not sign anything no money to be taken out or no contract I've called company in ******* main number they don't have record of it

  Business Response

  Date: 05/12/2023

  BBB Case #: 20026394
  RA #:  H23958605
  
  This is in response to *******************,
  
  I regret an inconvenience experienced regarding the authorization hold(s) placed your account. In review of our records the hold(s)were placed on the date of pickup to secure your booking. When a rental is completed, Hertz submits the rental charges to the appropriate financial institution for payment if applicable in this case we billed $0.00.  I can confirm we release all holds on May 8th,2023, for your ********, ** rental. Since the card issuer is responsible for releasing authorization holds/funds back to their customers' accounts, we recommend you contact the card issuer directly. Please note, authorization holds will not show a refund. These holds were never collected and will release back to the customers existing balance.
  
  Thank you for contacting **.

• Initial Complaint

  Date:05/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rental record #*********, I rented a car at *** for a week starting on 4/1/23. On 4/7/23 at around 3PM in the Santa **** mountains, the car reported a serious engine failure, and would no longer run. I contacted Roadside Assistance for Hertz. Roadside assistance tried to find ** a replacement car, but no one answered at the Hertz offices in ************** or ***********. We also tried to call these offices to see if they had a replacement car and no one answered despite the call during normal business hours. After waiting hours stuck on the side of the ride, roadside assistance eventually ordered a taxi and tow truck. Roadside assistance told ** that they would tow the car to the ********************, and that Hertz would reimburse ** for the cost of the taxi and the cost of limo to take ** to *** the next day for our flight home. The taxi cost ** $100 to drive ** from the side of the road back our rental near ***********, and the limo to *** cost ** an additional $250. I was notified by the tow truck company that they delivered the car to Hertz at 9 PM on the 7th, and we flew home on the 8th. I spend the next few weeks trying to reach our to customer relations and roadside assistance at Hertz to get reimbursed for my expenses. Roadside assistance stated that we be paid and that I need to speak with customer relations at **********************. Customer relations doesn't actually speak with customers and by email they refused to reimburse our expenses for no stated reason. I reached out to the email address provided by Hertz to BBB, and received no response from that email. I've attached the rental receipt from Hertz, and with the Limo and taxi receipts that I'm seeking reimbursement for.

  Business Response

  Date: 05/09/2023

  Complaint ID: ********

  RR#: 172324320

   

  Thank you for contacting us.  Please accept my sincere apology for any inconvenience you may have experienced due to the vehicle breakdown. A review of our records indicates our **************** team did agree to reimburse you for the cost of the taxi. However, there is no record of them agreeing to refund the cost of a limo service. Please explain why I limo ride was used rather than a ride share or taxi service.

   

• Initial Complaint

  Date:05/05/2023

  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.

  This company has taken money out of my account as holds and has never put that money back on top of that they have double charged me $2,000 for my rental. I have bank statements showing everything I am stating.

  Business Response

  Date: 05/11/2023

  BBB CASE#: 20010206
  RR#: 167941922
  
  This is in response to ***********************,
  
  In a review of our records, I can confirm the $1499.30 is for a rental that took place between March 24th, 2023, to April 28th, 2023. This rental was used for the Hertz Uber program offer out of our *********, ** facility.
  
  The $498.00 and $1500.00 amounts you are referring to are authorization holds. These holds were placed on the date of pickup to secure your booking and when the rental was kept past the original return date of April 21st, 2023.
  
  When a rental is completed, Hertz submits the rental charges to the appropriate financial institution for payment if applicable in this case we billed $1499.30. Our records show we received the payment for this rental on April 29th, 2023. We release all holds on April 29th, 2023, for your *********, ** rental. Since the card issuer is responsible for releasing authorization holds/funds back to their customers' accounts, we recommend you contact the card issuer directly. Please note, authorization holds will not show a refund. These holds were never collected and will release back to the customers existing balance.
  
  A final invoice was sent to your gmail.com account for your review.
  
  
  Thank you for contacting us.