Complaints

This profile includes complaints for Hertz's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Hertz has 2444 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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

• 

  Eagle Automotive

  2223 Memorial Pkwy SW Huntsville, AL 35801-5621

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:05/04/2023

  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.

  Dear ***/*****,I am writing to formally dispute a damage billing claim in the amount of CAD ******* related to my rental with Hertz ******. The rental record in question is *********, with a transaction date of January 15, 2023, and a return date of January 15, 2023 at 10:00 PM EST (After Hour Return).Hertz ****** contacted me on January 16, 2023, regarding the damage claim. I promptly returned to the rental location to assess the damage and can confirm that the damage claimed was not present when I returned the vehicle. I have already filed an incident report with Hertz ******, as per their policy, indicating that no accidents occurred during the rental period.Attached please find the pre-inspection photos and the damage photos. I am unable to ascertain from the pre-inspection photo of the driver's side passenger door whether the damage was already present, as it was taken from a different angle and further away than the close-up of the damage photo.As a frequent renter with Hertz ******, I value my relationship with the company and always take good care of the rental vehicles. I am disappointed that Hertz ****** did not attempt to resolve this matter directly with me and instead chose to send the billing to a collection service.Given these circumstances, I am seeking assistance from the Better Business Bureau to resolve this matter promptly and fairly.Thank you for your attention to this matter.Sincerely,***************************

  Business Response

  Date: 05/12/2023

  This is in response to complaint# ********
  RR- 920641341

   

  
  Dear ***************************
  
  Thank you for reaching out to us. I apologize for the delay in response and inconvenience. 

  
  Attached is a picture of the damage and claim form the location provided. 
  
  Please know that we take all customer concerns seriously. Thank you for allowing us to review this matter. 

  
  Regards,

  
  

• Initial Complaint

  Date:05/03/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello my name is ************************* on April 15th 2023 I went on the Hertz online website and reserved a medium sedan ****** 3 4-door or similar) from the *********************************************************** ***** location for a total of $558.13 I was charged ****** at the time of reservation on April 17th I went to pick up the rental and was denied because they dont accept Chime online banking cards regardless if its a **** Mastercard at that time I was given a number for billing ***************) I was told then my refund for my ****** was approved and I waited a week didnt receive my payment and called them April 25th 2023 I was told my refund wasnt processed the ***************************** told me she would process it at that point and be waiting on a supervisor approval I accepted what she said and proceeded to wait another week I didnt receive my refund I called May 2nd and talked to a ******* who gave me a case number that's invalid and I just keep getting spun in circles

  Business Response

  Date: 05/08/2023

  This is in response to complaint#********

  Reserervation# K46333635F3

   

  Dear *************************,

  
  Thank you for your inquiry. I appreciate the opportunity to review your concerns.

  
  Effective, September 29th, 2020 Chime Credit/Debit cards would not be accepted at the time of rent. However, Chime cards will be accepted at the time of return.

  
  Our records show credit for $352.13 was processed on May 3rd,2023. Please allow **** business days to post to your account.

  
  Please know that we take all customer concerns seriously and I want to thank you for allowing me the opportunity to review and address your concerns; as we truly value your business.

  
  Regards,

• Initial Complaint

  Date:05/03/2023

  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.

  Hertz ************* Case # ******************************* Record#********* Hertz Reservation K4400647322 On March 23rd placed and prepaid for a reservation on the hertz website using the rental code LA2 ************************************************************************************************************** The advertisement (as attached) indicates free additional driver with the only caveat that Additional driver must have a credit card in their own name and meet standard rental qualifications Picked up the rental on April 5th where my father provided his credit card to be added as the additional driver. At time of pick up we confirmed at the location that the free additional driver was covered.We returned on April 18th and was charged an additional driver fee of $175.50 on the emailed receipt I then contacted hertz customer service on the 18th, asking about where this additional fee came from explaining the promotion and that the additional driver was supposed to be free. April 23: I received an initial response with a denial of refund, as due to me agreeing to the additional driver; I replied to their email restating the information on the promotion; they responded on the 23rd with they would get back to me in 2-3 business days after investigating with the rental location. I sent a follow up message on the 27th but continued radio silence .April 30th I received an email back saying that it only applied to spouses /domestic partners I once again replied with the terms stated in the add; with no condition for relationship May 2nd: received the response ".. additional driver for the loyalty members, the spouse, domestic partner,.. are authorized operators for a loyalty member at all locations. These authorized operators do not need to be present with the renter, sign any forms, or pay additional fees." It is clear they did not read my emails, as this has nothing to do with their loyalty program; the add even mention they have to have their own credit card

  Business Response

  Date: 05/31/2023

  Complaint ID: ********
  ********************** Invoice 174257274 

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

  
  I sincerely apologize for the inconvenience you experienced with being charged the additional driver fee on your ******, ** rental.  In a thorough review of our records, I can confirm that a credit in the amount of $198.99 was processed on 05/06/2023 for the additional driver fee.  This was processed back to the credit card on your account.  Please allow 5-7 business days for processing keeping in mind of holidays.

• Initial Complaint

  Date:05/03/2023

  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 car from ****** ************ (********) on 19 April, under rental record number *********. When I picked up the car, a refueling charge fuel purchase option of ***** EUR was included, which I did not request, but I was told that if I returned the car with less than a full tank that they would charge per liter. However, when I returned the car about 60% full (24 liters), I was charged for the full amount of ***** EUR. However, I did not get a chance to see the total before the agent closing my rental asked me to sign. I spoke to the staff at the location, and they explained since it was already closed out that they could not adjust it and I could not refill it myself and asked me to contact customer service.I would like to request a prorated refund for the fuel left in the tank (approx 24 liters / 60%). I was provided a receipt of the amount they refueled it after we dropped it off, and they refueled it ***** liters (see picture of receipt attached). I am very frustrated that the fuel purchase option was added without my permission, and without being explained that I would have to pay the full tank regardless. Furthermore, the fact that I was not given the opportunity to review the total amount before closing the contract was not acceptable.I sent an email to ************************************** as instructed on 04/21/2023 and received an auto-acknowledgement email the same day, and followed-up on 04/27/2023, yet still have not received a any formal response. I have also reached out via the Hertz website "contact us" page, and also have not received a response.

  Business Response

  Date: 05/23/2023

  Complaint ID: ********
  ********************** RR#: 780175093

  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 on your rental for the Fuel Purchase Option (***). The Hertz rental location in ****** is an independently owned and operated licensee franchise location. As such, the licensee owner processes his/her own billing and invoicing. Therefore, your concerns were forwarded to the licensee owner for their further review and assistance. 

  We have received their response and they have advised that at the time of rental, the *** was accepted and added to the rental contract. The *** is a prepaid tank of fuel at the local average cost per gallon. Customers choosing this option are advised to return the vehicle with as little fuel as possible to get the maximum benefit of the service as there are no refunds of unused fuel. Based on this information, we stand by the licensee owners decision and response. 

  Customer Answer

  Date: 05/23/2023

   
  Complaint: 20011418
  
  I am rejecting this response because:
  

  I do not accept the resolution on the basis of three points:
  1. The fuel purchase option was mis-sold to me and it was added without my request, and I was not given the full list of options. I was told at the time that the fuel charge was per liter, and was not asked for explicit permission to add this option. This is a deceptive practice by the agent at the start of the rental and I was never given the terms and conditions of the fuel purchase option.
  2. Upon returning the car, I was not given the chance to review the final charges prior to closing the agreement, so I was not given a chance to see this charge and refill the fuel to avoid the charge.
  3. Immediately after receiving the receipt via email, I went to the desk at the location and asked if I could refuel, however they insisted that it was too late (see point 2 above) and that I should contact customer service. They told me they left a note on the account. I agree that the car was returned with 5/8 tank of fuel, however as I explained, I was not given the opportunity to refuel the car to a full tank, and I returned it with less than a full tank as I was given a false impression of the service.
  
  
  I request a refund for 5/8 of a tank of fuel that was returned at the rate that it was charged. I.e. 5/8 * ***** = *****. The next step will be to dispute the charge with my credit card company if this cannot be resolved.

  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/01/2023

  BBB Case number: 20011418
  Res ID or RA #: *********
  
  This is in response to *************************,
  
  We apologize again for any misunderstanding regarding the Fuel Purchase Option.  As indicated, we are unable to provide a refund.  However, as a gesture of our concern, a $50.00 rental certificate is being mailed to you.   We hope you will use the certificate and give us the opportunity to regain your complete confidence in Hertz.  
  
  Thank you again for contacting us.
  
  

• Initial Complaint

  Date:05/03/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Car rental was returned on Friday April 28th. In a rush to catch a flight my personal laptop was left on the passanger seat of the vehicle I returned for work. I tried contacting the location and no lines or extensions work in accessing support. The lost and found desk number does not work. Even calling online customer service the representative was unable to help me. They recommended filing a lost and found report. My laptop is used for business and personal. I fear an employee stole it. The rental was under my company Director's name, ***********************. No support has been given in recovering my laptop. Attached are photos of the rental information, lost and found number, as well as a photo taken inside the rental prior to dropping off the vehicle. Please help return my laptop.

  Business Response

  Date: 05/23/2023

  Complaint ID: ********
  ********************** RR#: 184466074

  This correspondence is being sent in response to a query made by *******************************. Thank you for allowing us the opportunity to review your concerns. 

  We regret any inconvenience you experienced regarding your lost insert item.  Our procedures require that when items are found, they must be brought to a manager for proper identification and attempted return to the customer.  Since the ********************** is under a different first and last name than your own, we recommend the named renter on the contract file the Lost & Found claim so that the information may be matched with the information listed on the rental contract.

• Initial Complaint

  Date:05/03/2023

  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.

  My rental record number is *********; reservation number K45905462D2. I have spoken with several people regarding my dissatisfaction with this rental. When I rented the car, I was asked by the agent (********) at the Hertz location at the *** airport if I wanted the ***Pass for tolls. I advised her that I didn't want that as I already have an ***Pass of my own (account number **********. Unbeknownst to me, she added this charge to my account. When I went to extend my reservation, I became aware of the charge. I contacted the Hertz customer service number on 4/17/23 and spoke with a representative who advised me to go to the counter and that the agent at the counter would be able to remove those charges along with removing the additional driver since she was leaving ** on 4/18/23 and would no longer be driving the car. I went to the counter on 4/18/23 as instructed to request to removal and reversal of the EZPass fees along with the removal of the additional driver effective 4/18/23. Proof of travel for additional driver was previously submitted to Hertz via email. Much to my surprise, I was advised by the Hertz Manager that neither of these charges could be removed. He advised me to file a complaint. In addition to these issues, I spoke with ***** on 4/25/23 who advised me that she couldn't assist with the ez-pass matter but would send an email to the local manager at the Hertz office at *** to ****** assistance with the additional driver refund. Additionally, she advised that she had submitted a refund in the amount of $135 since I was incorrectly charged for the weekly rate for the rental. To date, all issues have been unaddressed, and no refund has been received. I contacted Hertz today 5/2/2022 and spoke with ***** who advised that the refund of $135 was submitted by ***** but wasn't approved. Hertz has charged my credit card on, 4/22 in the amount of $649.22 and on 4/13 in the amount of $445.95. I should have been charged a weekly rate of $343.64 and $ ***** for each additional day (3 total). I was charged $209.90 for toll pass which needs to be refunded to me based on me already having an ez pass account, me advising ******** that I wished to decline ezpass, and me not using any toll charges. Additionally, I want a refund for the additional driver fees assessed in the amount of $135.00. Plus, I want a refund in the amount of $135.59 promised by ***** and ***** for me being charged incorrectly for my weekly rate.At this point, it seems like Hertz has questionable business practices, some of which seem fraudulent. I'm extremely frustrated by this situation, and need it resolved immediately.Your assistance in the resolution of this matter is appreciated.

  Business Response

  Date: 05/23/2023

  BBB Complaint: ********
  RR# *********
  

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

  A review of the attached Signed Rental Agreements shows a weekly rate of $343.64, toll charges at $20.99 per day, total $104.95, accepted at the counter. Regrettably, we are unable to confirm a verbal conversation and the counter and must rely on the provided Signed Rental Agreement to confirm that you accept and understand the terms and conditions of the agreement. 
  

  Furthermore, our records also show that a credit of $135.58 was issued for the additional driver fee per the locations approval.  We do not have a record of a goodwill adjustment for $135 as you were charged the correct weekly rate per the Signed Rental Agreement. Based on this information, we must respectfully decline your request for any further adjustments as the charges are valid.
  

  Lastly, you are required to contact the toll authority directly to register the rental car to your personal transponder. If the rental vehicle is not registered, you are responsible for the toll costs as stated on the page of the rental agreement. Therefore, the charges for tolls are correct. We recommend contacting Plate-Pass at ************ and providing them with documented proof of the use of your personal transponder during this rental time frame.
  
  While I understand this is not the outcome you were anticipating; we ask that you respect our final decision on the matter as we consider it fully addressed and closed.
  
  
  Thank you for contacting us

• Initial Complaint

  Date:05/02/2023

  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.

  Ref. No: ******** Rental Agreement #: ********* Reservation Id. *********** Charge: $101.00 Date: 4/22/2023 Business committed to provide road side assistance when I called and requested that they send someone to help repair a flat tire. The first technician they 'sent' never showed up as I was next to the car the entire time. The second technician they 'sent' was in ********** and not *********** (my location) which is a 3.5 hour drive and that technician said to me on the phone that they were not going to come because of that. While waiting for a third technician to be scheduled, I ended up having to get the tire repaired on my own which I paid for myself. The third technician called to inform that they were scheduled and I told them that I had already repaired the tire myself. I'm being charged for a service, roadside assistance, that I never received. Hertz is claiming that because it is recorded on my rental account then the charge stands, however they also charged me for a 'gas fee' when the fuel tank was full. I showed them the fuel receipt and they removed that charge, but it is a clear indication that Hertz employees dishonestly put in charges that should not apply in an attempt to defraud their customers.

  Business Response

  Date: 05/04/2023

  Complaint ID: ********

  RR#: 179816674

   

  Thank you for contacting us. Please accept my sincere apology for any inconvenience you experienced. A review of our records indicates the road service charge of $101.00 was refunded by our **************** team on 05/02/23. It can take up to 7 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. 

  Customer Answer

  Date: 05/06/2023

   
  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:05/02/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Missing points Rental agreement number ********* They never add the points unless I file a complaint Rental date April 6, 2023

  Business Response

  Date: 05/04/2023

  Complaint ID: ********

  RR#: 174885782

   

  Thank you for contacting us. A review of our records indicates the rental was already applied to your Hertz Gold Rewards. You received **** gold points. 

• Initial Complaint

  Date:05/02/2023

  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.

  September 2022 I rented a rental car for a week 6 hours after I picked up the car a deer ran out in front of the car and the vehicle was wrecked. I contacted the police and the vehicle was towed I never seen it again. A few weeks later I received a bill however there was incorrect charges on the bill. I contacted the number listed numerous times the reps told me I was correct about the incorrect charges. the call would be escalated and someone would call me back however I never received a call back now Im getting calls from a collections agency and the charges have been listed negatively on my credit report!

  Business Response

  Date: 05/05/2023

  Complaint ID: ********

  RR#: 915387966

   

  Thank you for contacting us. A review of our records indicates the total we attempted to charge was $1828.20, however on 10/19/22 we were notified only $849.85 was collected. On 10/15/23 you were refunded $1186.60. You were provided a refund for more than the amount we actually collected, therefore the balance owed is correct. 

  Customer Answer

  Date: 05/05/2023

   
  Complaint: 20008155
  
  I am rejecting this response because:
  If that were the case why why I called a minimum of 3 times I was told the calls were escalated to a supervisor and someone should call me back. Now the next I hear about hertz its negative on my credit report! 
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/02/2023

  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.

  Hertz rental car at the *** airport location has dozens of people waiting on rental cars for hours with in their lobby with reservations. This is absolutely insane, and a Dollar Car Rental employees claims this happens regularly. Reservation number K4751274111

  Business Response

  Date: 05/23/2023

  Complaint ID: ********
  ********************** RR#: 189053056

  This correspondence is being sent in response to a query made by ***************************. Thank you for allowing us the opportunity to review your concerns. 

  Our records show this matter was addressed with our ************************** team on 05/05/23 at which time a credit of 950 Gold Plus Rewards points were applied to your Gold Rewards Account as a gesture of concern for the wait times experienced. These points were reflected in your available balance immediately for review via the Hertz website or mobile app. We are pleased to see our ************************** team was able to provide assistance. 

  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,
  
  ***************************