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

  5405 Airport Service Rd Tampa, FL 33607-1419

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  Hertz

  4500 E Speedway Blvd Ste 40 Tucson, AZ 85712-5325

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  Hertz

  Ontario International Airport Ontario, CA 91761

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  Hertz

  5800 Gasoline Alley Dr Bakersfield, CA 93313-3741

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:05/01/2023

  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.

  We reserved a car on 3/22/23 rental to/from ***********************, ** for the dates of April *****, 2023, reservation #K4381238176 for $352.04. On April 13, I read in the paper that the entire *********************** and surrounding areas were completely closed. (I was never notified by Hertz). I went online to the "chat" function of Hertz to change the car rental. The "chat" told me that I could not change the reservation, that I had to cancel my existing reservation, which I did. I was then immediately notified that I was charged $200 for the late cancellation (even though Hertz in *************** was completely closed and unavailable on the date we needed it). I pulled up the same size rental in *********** instead, and it was available for our dates at $360. I then called Hertz to try and put the $200 "cancellation fee" towards the price of that rental. I was on hold for about 30 minutes, then spent ***** minutes explaining my situation to someone oversees who finally told me that I needed to call a different number for this situation. I called that number, stayed on hold again, and then had the exact same phone prompts as I did the first time. I reexplained our situation and after a long discussion, the representative said I would be reimbursed the $200 and I needed to wait **** business days. She said she could not make the new reservation, and I needed to do that online. As soon as I hung up, I pressed the select button to make the reservation for pick up at *********** and the price had increased to $553.05 (during the 1.5-2 hours that I had been on the phone with Hertz), reservation K46110731F3. We took it, because we had no other options as we were leaving for our trip the next day and needed a vehicle. I tried to talk to the representative at the Hertz in ***********, but he said there was nothing he could do.I have tried to contact Hertz multiple times and written to Hertz with my contact information and have received no response at all.

  Business Response

  Date: 05/03/2023

  Complaint ID: ********

  RR#: 179360705

   

  Thank you for contacting us. Please accept my sincere apology for any inconvenience caused. After reviewing your previous reservation I agree you are due an adjustment on the new reservation you booked. Therefore I have issued a refund of $181.75 to the credit card used for your rental in ***********, **. 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.

• 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.

  We rented a car from Hertz at the ******* Airport from 3/8/23 to 3/14/23. L-*******-3 claim# ****** The rental went smoothly. We had the car in safe, quiet places and never experienced any damage whatsoever. When we returned the car a Hertz attendant told us everything looked good and when I asked if we needed to check in about anything else they said that we were good to go.Then a couple of weeks later we received a letter from ************************* at ***** ************** telling ** we would be receiving a claim about a damage incident with our rented vehicle. Around the beginning of April we received the claim from ***** for $1,596.70 to repair a tiny cosmetic dent on the front hood. We did not notice the ding when getting in the car or at any point that week, but it was quite small and would have been very easy to miss. As an aside, Hertz has customers sign the damage tag inside the airport at their counter before ever seeing the car, which is also manipulative and deceptive.On online review boards their are countless people sharing similar experiences as ours. They all have in common that they turned down the Hertz insurance. I believe that Hertz is waiting to file claims for easy to overlook small cosmetic damages until they have a customer who turns down their insurance (to avoid any claims on their own insurance). Then, they get exorbitant claims for the small imperfections, adding on high administrative costs and loss of use fees. Our mechanic in ********* said such a repair would cost around $200 to fix. With access to their claims data it would be relatively easy to see if Hertz in ******* is claiming a disproportionate percentage of their damages against clients who turn down their insurance. I would like to request that the BBB follow up with Hertz and ask for their data to see if this in fact what they are doing. Even if we end up being legally responsible for the damage, it should be much much less than the current claim.Thank you for you help.

  Business Response

  Date: 05/23/2023

  Complaint ID: ********
  ********************** RR#: L16291553

  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 inconvenience caused regarding the damage claim filed on your previous rental. The Hertz rental location in ******* is an independently owned and operated licensee franchise location. As such, the licensee owner purchases, maintains and insures his/her own vehicle fleet. Therefore, the damage claim filed is done through the licensee owner and through their ***************** Offices, *****. For further assistance regarding this claim, please contact ***** directly at ************** or the Licensee directly at **************. 

• 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 2/26/23 I reserved a midsize car online with Hertz for $226.69 and purchased Allianz rental car protection insurance for $44 to attend an out of town wedding on April *****, 2023. The Hertz confirmation and verification of paid insurance is attached. The confirmation states, Your Hertz reservation is confirmed. No need to call to reconfirm. However, on 4/13/23 when my family arrived to Hertz in *********************************** around 10:00 pm ET, the Hertz associate claimed she was unable to find the reservation. Even after viewing the reservation receipt and date of purchase on my phone, the only option Hertz offered was for ** to make a new reservation if we wanted a car. The associate advised ** to call Hertz customer service once we received the final invoice to dispute the error, but there was nothing she could do if we wanted to rent a car. I had confirmation of this reservation and paid insurance 2 months in advance, yet it was not honored by Hertz. The associate stated she was unable to make any price adjustment to match my Hertz confirmation, so again the only way to rent a car was to create a new reservation and dispute the charges once we received the final invoice. The rental was returned on 4/16/23, and the invoice thereafter totaled $387.92. I spent 29 minutes on the phone with Hertz customer service on 4/19/23, and the billing issue was escalated to a Supervisor. The customer service rep and I waited on the line, but she stated that it seems the supervisor was unavailable. She assured me I would receive a call back. No supervisor returned my call. On 4/20/23 Hertz sent me a survey about my experience, and I requested a call back. The note on the survey said I would receive a call in 72 hours. Again, no one from Hertz contacted me to resolve this issue. I respectfully request that we receive a refund in the amount of $161.23 ($387.92 overcharge & double billing for insurance - $270.69 original reservation amount & paid insurance) to resolve this issue.

  Business Response

  Date: 05/03/2023

  Complaint ID; *********

  RR#: 178974526

   

  T**** you for contacting us. Please accept my sincere apology for any misunderstanding regarding the insurances. I have issued a refund of $160.40 to your credit card, 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.

• 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.

  HERTZ CLAIM ******** On 4/28/2023, I received an email stating that I am responsible for damage to a rental vehicle while in my possession 3/2/2023-3/5/2023. I vehemently deny causing said damage and furthermore state that the damage to Hertz 2022 Terrain was pre existing damage. On 3/2/2023, I rented a 2022 Terrain from your *************** location. I noticed the damage however as I had an engagement to attend. Although as a President ****** member I expected better, I accepted the vehicle reserved for me and trusted that Hertz had done its due diligence upon inspection/cleaning before renting the vehicle to me. I called Hertz roadside 3/2/2023 and 3/3/2023 to make Hertz aware the vehicle dashboard lights were on for a service issue. As I rented out of town for business for a dependable vehicle I was instructed to go back to *************** for an exchange. On 3/4/2023, I was greeted by the manager and desk clerk at *************** and made them aware of my issue. I told them at that time I was also very disappointed that not only did Hertz give me a car with a service issue but that there was also a dent on the car and going to my events in that car was embarrassing to say the least. It was an inconvenience to come all the way back to the *************** to exchange the car for cosmetics; however when I noticed the service lights and knew I had to drive hours to ************; I had no choice. Your Hertz Counter Clerk took my reference number from the roadside call service and had me fill out a damage report, when I asked why I was filling out the form she said it's to document the issues with the car and give me an exchange. I did not know that Hertz would try to **** off the damage of the Terrain on me. If you read the damage report that I signed it clearly states that the damage to the Terrain was pre existing.Again, I did not damage the 2022 Terrain during any time that it was in my possession. I am not responsible for $113.00 in damage to any Hertz rental vehicle and will dispute all charges.

  Business Response

  Date: 05/23/2023

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

  As your inquiry pertains to a Damage Claim with Hertz on a past rental, please contact our *************************** team (ESIS) at ************** for further assistance. 

• 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.

  Rented car from Hertz on ****** (Big Island). Clearly instructed the counter agent that I declined all optional coverages; signed the electronic tablet where he indicated while my wife, fighting lung cancer, had to sit in the sun for 20 minutes. I only discovered that the counter agent had added in all optional charges when I received the statement via email after completing the rental. I immediately notified Hertz upon return from the vacation.

  Customer Answer

  Date: 05/15/2023

  I only heard from Hertz when they sent me a bill.  I followed the Hertz procedures for disputing the bill. I mailed them - by certified mail - and never heard back from them.  They turned the bill over to a debt collector.

  
  

  Business Response

  Date: 05/22/2023

  BBB Case# ********
  RA Number: 101896782
  
  This is in response to ***********************,
  
  
  *********************** entered into a contract with The Hertz Corporation Rental cars on November 21st, 2022. In accordance with the provided Signed Rental Agreement our records show the optional coverages for the Loss Damage Waver (LDW), and the Premium ************************** (PERS) were accepted. These optional coverages were used during the rental between November 21st through November 27th, 2022. 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 **.

  Customer Answer

  Date: 05/23/2023

   
  Complaint: 19996174
  
  I am rejecting this response because the business engaged in deceptive practices to get me to electronically sign a document which did not reflect the choices that I actually made at the rental counter.  To then hide behind the "written record" is despicable.  Hertz should be ashamed of itself.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/24/2023

  Complaint ID ********
  ********************** Agreement 101896782
  

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

  While I do understand your frustrations with this matter,based on the provided Signed Rental Agreement the charges are valid. Our decision is unchanged in this matter and no adjustment in warranted.

  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.

  - date of transaction: 4/24 - $ paid: ****** - dispute:I had a TERRIBLE experience with Hertz and can not get it solved. We went to return our car in ***********, **. We arrived early...at 1 pm and found the door locked. We knocked several times then searched around the building. Finally, the auto garage door opened and an employee drove out. We asked if he was with Hertz and he informed ** that he was not. ******* was the man who worked at that Hertz except he never comes to work. He said ******* will disappear for hours at a time and leave the office unattended. He said our best bet was to wait and hope he showed up. After another half hour, another guy showed up. Not *******. He said that this happens all the time and he usually tells the Hertz customers to just leave the car keys in the lockbox. I called Hertz and spoke with a customer service rep to ensure it was okay to just leave the keys. We had to go anyway and catch our flight. After confirming this was the best way, we left the keys and left after over an hour and a half waiting around for *******. Today, I got an email that our car was never returned and we have an overdue rental. I spent over an hour on the phone with the customer service reps ensuring that we did return the car and they said they emailed ******* to close out our contract. If ******* never comes to work, how will he reply to this email!!! I am very disappointed in my experience with Hertz. Every step of the rental was way more difficult than it had to be and now I could be overcharged for not returning a car because your employee doesn't show up for work. The rental is under ***************************. That is my boyfriend. We went on this trip together, I am submitting this on his behalf. - rental record #: *********

  Business Response

  Date: 05/08/2023

  Complaint ID: ********

  RR#: 183878763

   

  Thank you for contacting us. Please accept my sincere apology for any inconvenience caused. Your feedback will be shared with the appropriate Hertz management for corrective action. I have confirmed the vehicle was returned on 04/24/23. The rental is now closed and your rental receipt is attached. 

  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:04/28/2023

  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 #: *********; Hertz member ID: ******** I arrived to pick up my vehicle on Wed 2/15/23. Friday, 2/17, on my way home from work, the rental ran out of power much faster than the "distance remaining" indicated. Fearing for my safety, alone on the interstate at night, I called AAA and had the vehicle towed to a charging station right around the corner from my home. Upon arrival, the tow driver and I realized the charging hose was not compatible with this charging station. I called Hertz the next morning on 2/18/23 and spent two hours talking with Hertz customer service workers and requested that my vehicle be returned to the rental location and my contract terminated immediately. I was assured by the Hertz worker that this would be reflected in my final statement. On 2/20/23, I called the rental location to ensure they received the vehicle and were on the same page. The worker was rude and hung up on me. Upon reviewing my rental receipt in my email, I was, in fact, charged $715.73. I called Hertz's customer care number on 2/21/23 and spoke with ****. After being on hold periodically, he assured me I would only be charged for the three days I used the vehicle (2/15-2/18); he assured me I would receive an email with an incident number and the reflected changes to my account. No email ever arrived in my inbox. I called Hertz customer care again and spoke to *********. This time I made sure I got case# ********. ********* was able to refund me $255.92, which equates to one week of the initial 2-week rental. I was still charged for a full rental week plus a $170 towing fee. This means I paid $459.81 for a vehicle that I used for three days when it stopped working because I was not given the proper charging implements, nor was I provided with the customer service and support I requested upon picking up the vehicle. I am requesting a full refund.

  Business Response

  Date: 06/05/2023

  BBB Case number:  19994231
  Res ID or RA #:  148475541
  
  This is in response to *************************,
  
  I have adjusted the charges to 3 rental days.  An additional credit of $272.37 is being submitted to your **** account.  Please allow approximately 7 to 10 business days for processing.
  
  Thank you for contacting **.
  
  

• Initial Complaint

  Date:04/28/2023

  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.

  Reference RR ********** under *************** who is my wife. Since I have spent way too long on the automated with their joke of a ************ phone number and getting plenty of runaround, here we are. We recently had to rent a car thru Hertz due to an accident and we used the toll system they have. I have used toll systems before with other rental agency including enterprise and ***** They were always upfront with the terms of going thru tolls. Not Hertz. In the fine print it says customer is responsible for all tolls and fees related to tolls, but we were never told about a $20 "convenience fee" if we charged tolls. I have tried to resolve this with Hertz without resolution. I expect a refund on the convenience fee since we were not told up front about the fees. **** charges a $3.95 fee per each day used but they were honest and up front about the charges and I gladly paid them since I agreed to it. This was not the case with Hertz. I never agreed to a $10 a day fee.

• Initial Complaint

  Date:04/28/2023

  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.

  Dear Hertz Customer Service,I bought one 2021 ***** Traverse LT from Hertz car for sale on Dec 14 2022, I am writing to request that "Hertz car for sale" to buy back the car I purchased from your company. When I purchased the car, I was not informed that it had been involved in an accident. There was also no record of any accidents in the car's history report.The car radiator was bend and minor damaged but was never repaired/replaced, it shows the front of the car was in an accident and caused that damage. Upon discovering that the car was in fact involved in an accident, I am no longer comfortable owning it. I feel that I was misled by Hertz during the purchase process, and I am requesting a full refund so that I can purchase a car with a clean accident history.I have attached all relevant documents related to my purchase, including the sales contract, title, and correspondence with Hertz. I hope that we can resolve this matter amicably and without the need for legal action.I appreciate your attention to this matter and look forward to hearing from you soon.Sincerely,***********************

  Business Response

  Date: 05/12/2023

  BBB Case 19991812
  
  This is a response to ***********************
  
  Our Car Sales representatives have been attempting to contact you without success.Please be advised that you can reach out to the location you purchased the vehicle from at ************.
  
  Thank you for contacting us.
  
  

• Initial Complaint

  Date:04/27/2023

  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.

  A vehicle was rented from Hertz in ***** ****** on 22 Mar 2023 and returned the following day. Rental agreement 550238640.On 6 April 2023 I received notice of a fine for 0 euros and an administrator fee. The fine was sent to me in Dutch with no English option. Ive repeatedly contacted Hertz and they informed me I need to email ************************************************ which I did an I requested more information. To date I've received no response from that department. When calling the support phone number of ********** they advised me a few times that I needed to call ******. Calling the number provided will cost me $3 USD a minute. I called the number and there was no option for English so I can't speak to them.After looking at the map and street view, there was no way that I could have evaded the speed. There are no speed indicators on the route that I took during the ************* in question. I would elect to fight this charge but there doesn't seem to be an option to do so. I keep being led to email a department that doesn't respond. Because of this I have filed a dispute with my bank. I was informed by Hertz that they will proceed with collections if I attempt to fight this.

  Business Response

  Date: 05/12/2023

  BBB Case 19991001
  RR No: 550238640
  
  This is a response to ***********************
  
  In order to resolve this fine, you will need to reach out to the local authorities as we do not have access to these charges in our systems.
  
  Thank you for contacting us.

  Customer Answer

  Date: 05/12/2023

  You're not providing any contact. Plus you are requiring your customer to spend an exorbitant amount of money to call someone out of the country because you don't want to assist. Even if I do call them and they do wave the fine you're still going to charge me a processing fee for no reason. You're going to make money off of this no matter what.

  Business Response

  Date: 05/25/2023

  BBB Case number:19991001
  
  Res ID or RA #: RA# *********
  
  This is in response to ***********************,
  
  Regrettably, Hertz has no control over governing municipalities and law enforcement agencies who assess fines in any country. Hertz is not able to waive the violation accessed. Only the issuing authorities can waive or dismiss the violation issued.
  
  As a gesture of our concern, we will refund the administration fee billed by Hertz.  A credit of ***** EUR is being issued to the  **** account ending in 0836.  Please allow 3 to 5 business days for this credit to post to the account.
  
  Thank you for contacting **.