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

7,187 total complaints in the last 3 years.
1,735 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:05/02/2023
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.
We rented a car from Hertz. It told ** to return it by 6am. We returned it by 5am. They never closed the account we have been charged an extra 200ish dollars a day because they did not close the account. We called 3 times to the Hertz office, they can not help. We called 4 times to *** they never answered once. How can a company keep taking money from ** when we have returned the car but the *** Hertz can not do their jobs. The rental record number is *********. The Hertz confirmation number is k4270587691. Dont use Hertz ever, we wont be.
Business Response
Date: 05/02/2023
BBB complaint: ********
RR# *********
This is in response to ************************
Please accept our sincere apologies for the delay in closing your contract. Please rest assured, this matter has been addressed with the appropriate management team for an internal review and any corrective action deemed necessary.

After reviewing your rental, I can confirm that your contact is I was closed for the correct return date. All pending holds have since been released back into your account, if you have yet to receive these funds, we recommend contacting your bank directly as they are responsible for releasing funds back into their customers accounts and processing time may vary. Attached is a copy of your Signed Rental Agreement and final invoice for your review and records.

Thank you for contacting **.
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.
Rental Reservation #K43020584C9 at Grand ****** Airport from 4/22-4/29. Upon check-in with the agent I declined the additional insurance TWICE as I am covered under my credit card. She continued to say that the credit card doesn't cover liability only damage and that it was illegal to drive without the liability insurance for an additional $14.95 per day ($104.65 Total). Of course, when we got to the hotel and contacted our credit card, we found out that was a lie and that I was covered for everything I was required to be. I tried several times during the reservation to contact Hertz/Firefly to remove this unneccesary addition and never got any response (several phone numbers, ****** group sent me to ******************* who sent me to the local office who did not answer phone - I also emailed regular Hertz support and the local ****** Hertz office and still got no replies). This was incredibly deceptive and I just want this extra charge removed.
Business Response
Date: 05/09/2023
Complaint ID: ********
Res#: K43020584C9

Please accept my sincere apology for the misinformation provided by our staff at Grand ******. Rest assured your feedback will be shared with the appropriate management for corrective action and training. Please provide a copy of your final receipt for review and reimbursement of the liability insurance. Once we receive your receipt and review we will have you call our ************************** with your credit card details for the refund to be processed.
Customer Answer
Date: 05/11/2023

Better Business Bureau:

Attached is the final receipt as they requested in order to process the refund. Once that is complete, I accept the business's response to this matter. Thank you for the help!

Sincerely,

*************************
Business Response
Date: 05/19/2023
Complaint ID: ********
RR#: 11330115
Res#: K43020584C9

Thank you for providing the receipt as requested. Please call our ************************** at ************ with your credit card details so that we may manually process the refund of $104.65. Please reference case # ******** when calling.
Initial Complaint
Date:05/02/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On March 7, 2023 I had went to this hertz rental car location due to my car being totaled while visiting from ********** . My insurance covered the rental for 7 days and at the time of checkout I gave a 50 dollar deposit via debit card . The rental was due back on March 14,2023 , however I was able to extend the rental for another week paying out of pocket at this point . Two weeks ago from today which is 5/1/2023 my chase bank account was charged 1,372$ when I called hertz they told me that all of the weeks I was calling and extending my rental car it was actually a temporary hold and not a charge but when I would call hertz and speak to ********* at the location I would then check my checking account balance and the charges did reflect . Since the payments were changed to temporary charges I cannot see anything from the company on statement besides owing for the out of pocket rental each week . The gentleman ********* who works at this location failed to tell me about this TEMPORARY AUTHORIZATION. On top of that he knew initially I was a ********** resident and I asked if I had to return to ******* and he stated No you can return to any corporate location in ***************** expect airports . When I went to return or extend in ******** , ** the gentlemen informed me that this option is 150$ extra . I was never told this at all and now my checking account is overdrawn with all of the money to my name . I dropped my rental that was due 4/21 at the hertz location today on 5/1/2023 when I called to extend another week On 4/28/2023 ********* at the Hertz location in ******* told me I advise you being the car back its been reported stolen . I want to understand why my credit card was charged all these holds for everyday I had the car past 4/21 the original return date and told to bring in to ******* even though it was reported stolen ! That put me at a great risk due to having a one year old having to travel to ******* to drop the car off.
Business Response
Date: 05/03/2023
Complaint Id ********
When the car is returned, a charge for the total amount due is submitted to your credit card company. 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.

Thank you for contacting **.
Customer Answer
Date: 05/04/2023

Complaint: 20005046

I am rejecting this response because:
I was not informed that every week I extended the rental it was just a hold on the card . My accounts are super overdraft and hertz corporation took all of my money . They can state what policies are but I believe the individual confirming charges should inform costumer that every charge is a hold its not actually a charge . Wouldnt a business want payment at the time of services . Make it make sense

Sincerely,

***********************
Business Response
Date: 05/11/2023
This is in response to complaint#********

RR- Unknown

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

Thank you for reaching out to us.I appreciate the opportunity to review your concerns.

Regrettably,there are no specifics in your query. Please provide a Rental Agreement,Reservation number, and the city and state of pickup. Once this reservation is received, I will review your concerns and provide you with a response as quickly as possible.
Regards,
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.
My ************* rented a car in ********* for the weekend of April *****. The rental was in his name but I didnt have his card to hold the rental until pick up when I made the reservation, I used my card. We got to the airport & were told we could not use my card as the rental was in his name. We were told that my card would not be charged and the full amount of the rental of $516 would be charged to his card. On May 2nd I checked my statement and the payment of $380 is posted to my accounting now making our total of the rental $896.00. I called customer service and was told this was the amount of our rental multiple times with them not offering anything to help. However online with full coverage insurance it was only $516.00 & the representative stated to ** it was $516.00 total. I want a refund of the $380 back to my account or we will never use this company again. Ill be sure to spread the word about our experience with all our **************** as well as social media. I was placed on hold for 30 minutes and hung up on. This is the worst customer service.
Business Response
Date: 05/05/2023
Complaint ID: ********
RR#: 186894573

A review of our records indicates the prepaid amount was applied to the rental. The additional charges were the optional insurances added to the rental as well as the Charge Purchase Option. When you spoke with our **************** on 05/04/23 they agreed to refund the insurances. The refund is $255.69 and will post to the credit card within 7 business days.
Because your name is not listed on the rental we are unable to send you the rental documents.
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.
I reserved. Rental Car on March 11 2023 from Hertz Rental upon arrival to pick up car was told they didn't have a car for me to rent, I had to hurry to find a place I could rent a car from as it was near closing time at noon this was a Saturday, Hertz proceeded to charge my bank account ***** for being a no show, I have spoke with numerous customer Service Reps to resolve this issue and get my money refunded as I was not a no show. I was told 5 to 7 business days for refund which that has came and went and now will not respond to my numerous emails I have sent requesting where my money is and why hasnt my account been updated with my refund This has caused a financial Hardship ony end as that ***** was already marked for a Bill I paid and it was returned for NSF. They do not respond to my Emails nor will they answer my questions when I speak to someone about my refund. They repeatedly are requesting a confirmation number which I no longer have since there was never a car they had reserved and state that they can't do anything without order number or confirmation number yet they could find my information to take money out of my bank account. This does not make much sense to me what so ever. I want my refund of ***** returned to my bank account immediately as the 5 to 7 day window has passed since I filed my first complaint with the company by phone.
Business Response
Date: 05/04/2023
Complaint ID: ********
Res#: K4280629183

Please accept my sincere apology for any inconvenience caused. A review of our records indicates the refund of $61.49 was processed to your credit card on 03/20/23, however it can take up to 10 days for the refund to post to your account. Therefore the refund should have posted to your account by 03/30/23. Please verify the refund with your financial institution.
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:05/01/2023
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.
They do not honor their word!! The rental was offered to us at a promotional rate and they refuse to give us the extra day quoted at the promotional rate. I was told the rate would be honored and I would be refunded the difference within 5-7 business days. I was never refunded and they are now telling me that I will not be refunded.
Business Response
Date: 05/04/2023
Complaint ID: ********
RR#: 173854612

I apologize for any misunderstanding regarding your charges. A review of our records indicates when you extended your rental the rate increased due to a change in the rental parameters. In the interest of customer service I have applied the original weekly rate and the extra day from your signed rental agreement. This resulted in a refund of $99.92. Please allow 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: 05/04/2023

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:05/01/2023
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 rented a car from Thrifty Rental at *** location. When we returned the car on 4/23, interior of the car was thoroughly cleaned (vacuum, roller). I was charged $250 extra for unknown reason. Upon contacting Thrifty, I discovered Hertz charged me $250 for pet cleaning fee. This is not in the rental agreement. Nor was $250 pet cleaning fee ever discussed by the agent. I emailed to the Hertz customer service and received an email on 4/26/23 that states $250 fee will not be reversed. The email says nothing about the fact that $250 fee is not in the rental agreement. My rental record is #********* and ********************* Case # is ********. I don't believe we should be charged the fee that is not in the rental agreement. In addition, the car has been thoroughly cleaned prior to returning, which is what I always do when I rent a car.
Business Response
Date: 05/04/2023
Complaint ID: ********
RR#: 183052295

Thank you for contacting **. We have reviewed the cleaning fee and the location indicated the vehicle was returned with animal/pet hair.According to our records, the vehicle was held from service for detailing.While we completely understand a customer may not wash/vacuum the vehicle prior to return to remove normal road grime, etc. However, pet hair, trash, ashes,evidence of smoking, and other similar impurities require more time and detail to remove. In such instances, Hertz will assess a cleaning fee. The rental charges have been reviewed and have been deemed valid. Although this is not the preferred resolution, it is our hope that you will understand our position in this matter
Customer Answer
Date: 05/04/2023

Complaint: 20001977

I am rejecting this response because: $250 pet fee is not in the rental agreement I received.

Sincerely,

*******************
Business Response
Date: 05/11/2023
BBB CASE#: 20001977
RR#: 183052295

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

Our decision has not changed on this matter. Per the Terms and Conditions on the Signed Rental Agreement if the Thrifty rental is not returned in the same condition as it was received a cleaning fee will be assessed. This is including and not limited to the interior and exterior of the vehicle. For example, pet hair, smoking (physical or smell), excess mud/dirt, or trash left in the vehicle.

Based on my thorough review of this matter the cleaning fee billed is valid and no adjustments are warranted. Please consider this our final response on the matter.

Thank you for contacting **.
Initial Complaint
Date:05/01/2023
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.
On 3/10/2023, I booked two cars form hertz, for my 04/10/2023-04/15/2023 vacation. Total price for each of these car is ******. On 04/10/2023 when I got there to pick up my car, the lady at front told me, they dont have any car for, said either I have to wait or I can leave my phone number, if the car is available, she will call me, but until the next day, nobody call me. My itinerary is very tight, and the timing of all performance tickets, cruise tickets, and plane tickets cannot be changed. Without a car, it would be like ruining all my itinerary. I have no choice, so I only can spend each car for ****** rent form ***** After that I called hertz customer service, but they say they can do nothing for that, they only can feel sorry for me, I have been renting a car over 20 years, this is the first time happened like this, I can understand hertz is under the bankruptcy. But currently they are still in a state of experience, so they need to be accountable to consumers. Please help me solve my problem. Thanks a lot.
Business Response
Date: 05/04/2023
Complaint ID: ********
Res#: K42732665D7

Please accept my sincere apology for any inconvenience caused. We only located a reservation for one car which was reservation K42732665D7. Please provide the other reservation or the name of the person listed on the other reservation. Also provide the final receipt from **** as we are unable to accept a receipt that has estimated charges. Once you provide the requested information we will review the difference in rates to determine the amount we will refund.
Initial Complaint
Date:05/01/2023
Type:Billing 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.
Reservation K29448175C8 I rented a vehicle for 12-2-23 at 10pm until 12-10-23 at 3pm for $343.85. Hertz offered an upgrade that stated the following, Would you like to upgrade for a total of $19.22? SUV/Minivan/4x4 (L)Chevrolet Equinox or similar Yes, Upgrade/No, Thanks I selected the upgrade and was immediately charged $115.36. I contacted Hertz and they said that I chose an upgrade and they couldnt do anything but wouldnt explain why the offer was $19.22 but I was charged $115.36. After several representatives they told me to speak to the person at the desk when I pick up the rental. The clerk when I picked up the vehicle said Well Hertz has your money now so thats that. He told me to reach out after I returned the rental. I reached out via phone, email, and Instagram following the end of the rental and was told that I had already paid for and used the vehicle so there was nothing they would do.
Business Response
Date: 05/03/2023
Complaint ID: ********
RR#: 106479844

Please accept my sincere apology for the error regarding the upgrade price. I have issued a refund of $115.36 to your credit card. Please allow up to 10 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: 05/04/2023

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:05/01/2023
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.
I picked up a rental 04/29 to get to bury my best friend, I came into hearts VIP kiosk ********************* by someone who was yelling at customers and when it was my turn gave me a very hard time and yelled at me as-well this was 04/29 between 11:50am-12:30pm so please let me know whats his name it should be hard to find. Only a guy and a female was working at the time. I then went to car. Its dark in the garage but once I pulled away no one checked the car for damage or filth to ensure nothing was there that I could potentially be charged for. Which was the second head scratcher for me. Once I go to the exit gate i was in the sunlight at this point car was filthy stains on seats and gears steering wheel had greasy hand prints and the car smelled. It was cleaned at all and Im a pandemic that is unacceptable. The women at the exit kiosk totally agreed the car wasnt up to let she took picture and allowed me to fill out a pre rental vihicle inspection form. She told me shed escalate this to her manager and that I needed to call customer service for reimbursement or they would extend my rental. I called customer service literally while I was pulling away to end up on the phone with people who didnt even care about my issues I was transferred multiple times by people who never fojnd a resolution. I paid for a rental I couldnt drive because once I got home o got dressed for the funeral and loading my kids in the car turn the ac on it blew out cigarette smoke. That was the deal breaker for me . We had to ride with my mom. I called again today before the rerun of the rental since I didnt get any of my money back I thought maybe getting an extension and Ill clean the car they continuously tried to charge me . I just wanted to have the satisfaction or either my money back or an additional day o for nothing in return and experience terrible customer service and a disgusting vehicle. We are a military family who travels with hertz all the time . Im upset
Business Response
Date: 05/03/2023
Complaint ID: *********
RR#: 187808574

Please accept my sincere apology for your experience. The problems you had at pick up and with the vehicle are no more acceptable to ** than they are to you. Please rest assured we will address this matter with the management team for immediate corrective action. A review of our records indicates you contacted our **************** on 05/02/23 and they issued a refund for the rental in the amount of $56.35. Please allow up to 7 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.