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

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  Hertz

  4100 George J Bean Pkwy Tampa, FL 33607-1402

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  Hertz

  PO Box 6001 Huntsville, AL 35813-0001

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  Eagle Automotive

  2223 Memorial Pkwy SW Huntsville, AL 35801-5621

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  Hertz

  727 Highway 43 S Saraland, AL 36571-3604

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:04/27/2023

  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 the *** airport. I picked it up from the Gold lane and was told to pick any car. As I exited, I was asked if the car had a full tank of gas, the gauge I saw read full, so I said yes. I was visiting family. I decided to fill up the tank upon return to the airport. I stopped as at gas station on my way to *** airport for a 5:30 am flight. I realized then that the car was completely electric, because I could find no gas door. There were charging stations at the gas station, but they were for Tesla cars only. I went to another gas station and rescheduled my flight. The car barely made it. They had the correct charging stations, but the car itself refused to take a charge. It would not recognize the car. I tried multiple times, a man who tried to help me couldn't get it to work either. I could not call and change my flight again, as I had no ides when I could get to the airport with this mess. I called ***** roadside assistance. They were 90 minutes out, I was 23 miles from the airport. I told them I was going to Uber to the airport as I could not wait any longer, and I was leaving the car. They told me that I would have to pay the tow charge as I had not purchased road side assistance. I argued with them over this, stating that they should have rented a usable car, and it was their responsibility. I'm not sure of their logic here. The tow driver did call me, and stated they've had multiple issues with electric cars. I wish they'd told me the car was electric when I rented it, rather than asking about gas. I will never rent an electric car again. I am seeking the fee they charged me for towing (******) and the cost of the Uber to the airport (*****), for a total of $230.59.

  Business Response

  Date: 05/12/2023

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

  RR- 182843813
  

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

  
  We regret any misunderstanding regarding your rental at the ********************,location.  Our records show the vehicle you received was an EV vehicle. Therefore, the charges have been reviewed and are correct. Therefore, no refund is due.

  As a gesture of apology, I have added 950 points to your loyalty account to use towards a free day rental.   
  

  Please know that we take all customer concerns seriously. Thank you for allowing ** to review this matter. We value your business as a Loyalty Hertz Gold Member.
  
  Regards,

  
  

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 19989065
  
  I am rejecting this response because:

  Your response states I rented an EV vehicle therefore the charges are correct. That does not address the towing charge which would have been the same whatever sort of car it was. 
  i was told to pick any car in the gold lot, and the cars are not marked in any way. I did not request an EV. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/25/2023

  BBB Case number:19989065
  
  Res ID or RA #: RA# *********
  
  This is in response to *********************,
  
  We regret the misunderstanding regarding the towing fee billed. As a gesture of our concern, a credit of $165.88 is being issued to the **************** account ending in 1008.  Please allow 3 to 5 business days for this credit to post to the account.
  
  Thank you for contacting **.

• Initial Complaint

  Date:04/27/2023

  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.

  Attached is the written notice of dispute I mailed to HERTZ on 4/28/23 detailing the billing issue. Also attached is the bill i received after **** found my dispute with HERTZ to be valid. I do not want this bill to go to collections and effect my credit. Hertz reservation # K38939286F4 Rental record *********

  Business Response

  Date: 05/15/2023

  Complaint ID ********
  ********************** Record 156064274
  
  
  This is in response to **********************
  
  
  After a thorough review of this matter, I have proceeded to remove the charges for the additional services in the amount of $604.15.I regret the inconvenience that this matter has caused you.
  
  
  Thank you for contacting us.

• Initial Complaint

  Date:04/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I picked up a rental vehicle from Hertz rental car at the *************** on 17 April @9pm. I returned the rental vehicle on 21 April @0520am. At the time of return, I requested a receipt as I was on government orders and needed it for reimbursement. I was told that they were busy and I would receive a receipt within ***** after they checked the vehicle in. It has been a week since I have returned the vehicle, no receipt, the location has not answered the phone once and I have been calling since 21 April. I contacted Hertz customer service and first was told the contract had been voided and they would reach out to the location to find out what happened. I called again on Sunday April 23 rd and was told by another representative that she would reach out to local location in ******* to find out what was going on and request a receipt and that I should receive it in ***** hours. Fast forward to Thursday, 27 April, still no receipt. I cannot access it online either, the search comes back as nothing found. So, I called the 800 customer service number again, this time the representative tells me the contract is still open and only the store can close it it and they would sent another close request. It has been 7 days since this vehicle was returned and it has not been checked in and I have received no receipt or information regarding why.

  Business Response

  Date: 05/12/2023

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

  
  RR- 181233452

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

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

  
  I am sorry for the problems you experienced with the rental receipt. I reached out to the location and advised that they email you your final receipt.

  
  We regret any inconvenience that this may have caused. As a one-time goodwill gesture, I have added 950 points to your loyalty account.

  
  Please know that we take all customer concerns seriously. Thank you for allowing ** to review this matter. We value your business as a Loyalty Hertz Gold Member.
  
  Regards,

  Customer Answer

  Date: 05/15/2023

   
  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:04/27/2023

  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.

  Car was rented for me by my insurance co. I kept it two days longer so i had to pay for that. I filled the car with gas ,parked it where i was told. Nobody checked the car. I went in and paid the bill with ***** When i got home i examined the bill. and saw he had made up a $59.19 charge. I called hertz and you go round and round, can't talk to any one. Later found a phone number and called, they were to dumb to understand what happend. Showed receipt to ***** they refunded my money. Hertz sent demand letters then had a collection company try to EXTORT ME. YOU cant talk to anyone with a brain!I rented a Malibu not a *******

  Business Response

  Date: 05/10/2023

  Complaint ID ********
  RA H19240841
  
  This is in response to *******************************
  
  I regret the confusion.Based on my review of your rental agreement H20227130, I show the Fuel Purchase Option was accepted for $59.19 Our records also show your charges were not honored by your financial institution after a dispute initiated by you. Adverse charge dispute decisions do not mean the charges are not valid and in no way alleviates the renter of responsibility of costs that were incurred during the rental time frame. I am not showing a refund was ever processed. The charges billed are valid and no adjustment is warranted. Please contact our Collections team at ************ for further assistance.
  
  Thank you for contacting **.

• Initial Complaint

  Date:04/27/2023

  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.

  Car rental: Rental Record# ******** March 15,2023 Total charge $217.93 We arrived at Hertz to pick up our reserved car (reserved weeks ahead). We were the first ones there, waiting for the door to open. A little after 9AM a woman unlocked the door, push it a tad to indicate it was open and walked off - no hello, come in, nothing. She obviously was not happy to have her job. We went thru the check in process then told to have a seat, that the car was not ready - it was being washed. 30 minutes later, as she was walking other customers who had come in after ** out to inspect their rental, she told ** that after she finished with them, she would get the pics of ours and we could be off. My husband had to tell her that we were there first and we should get the inspection/pics first. We were already running late - we needed to be at our destination at a specific time. She gave in and took care of ** first, but it was a bit of a scene. She should have known better. We got the car, a little worn but at this point had no choice but to take it. Upon driving we found the tank was 1/2 full and the wiper fluid was dry and the brakes squealed. We complained to customer service only to be told that they cannot talk to ** but that they are very sorry for the inconvenience, and they will take steps to insure it doesn't happen in the future. Looking at past reviews this is their canned response. I told them this is not acceptable in another email and got the same canned response. I looked for other options to get someone on the phone and filled out the form and have not received a response - it's been a week since my last email regarding this issue and no response. They hope we'll go away. We would like a refund and then we will go away.

  Business Response

  Date: 05/10/2023

  Complaint ID ********
  RA 179771955
  
  This is in response to ***********************
  
  We sincerely apologize for the long wait while picking up your rental. Our local management makes every attempt to provide our customers with a vehicle they booked for in a timely manner. During our peak rental periods unforeseen situations may arise that are beyond the branches control. All Hertz vehicles should be properly cleaned, serviced, and in good mechanical condition before being released for rental. The condition of the vehicle you received is a concern to ** and will be investigated. After review of our records no ERS case was created, and no notes were added to this rental regarding the condition of this vehicle at the time of pick up. Regrettable we are unable to issue a refund as the vehicle was fully utilized. I have mailed a $100.00 rental certificate as a gesture of our goodwill.
  

  Thank you for contacting **.

  Customer Answer

  Date: 05/11/2023

   
  Complaint: 19987157
  
  I am rejecting this response because:

  We will not be renting a vehicle from Hertz again. We will accept $100 but not in the form of a rental certificate. And, our receipt shows that the car was 1/2 full, so that is documented. I can send this document if necessary, but they have this info. As far as the poor customer service, they need to do a lot of work to improve it. So, we will accept $100 in monetary compensation, but not as a certificate to use them again--that is not going to happen.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/17/2023

  Complaint ID ********
  RA 179771955
  
  This is in response to ***********************
  
  While I understand this is not the desired outcome; I must respectfully decline your request for monetary compensation as it is not warranted. The $100.00 certificate is fair compensation regarding this matter. 
  
  Thank you for contacting **.

• Initial Complaint

  Date:04/27/2023

  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.

  Because my car is in the shop, I booked a two weeks car rental for the Hertz Corporation at the 204 ******************************************* *******, ** *****. Prior to picking up the vehicle, I paid for the vehicle in advance. When the day arrived for me to pick up the vehicle, I called the ******************* Hertz location to confirm receipt of my $397.54 purchase and to confirm that they had a vehicle. I used Uber and paid about $40 to arrive at the ******************* location. When I arrived there, they told me that they did not have any cars. That I couldn't cancel my reservation but I can be on the wait list for an unknown amount of time and that they could not refund me. That I had to call Hertz ***** to get my money back. That same day since I was stranded in *******, I called the Hertz Corporate offices and cancelled my reservation and seeked a refund for Hertz taking my payment but not having a car to rent. They assured me that I would get a refund in 5-7 days. As of April 26, 2023 about twenty two days later, Hertz still have not refunded me the $397.54 for a rental that I could not utilize. I am seeking an apology and an immediate refund of $397.54.ar from Hertz for the weeks of April 3, 2023 - April 17, 2023. I paid

  Business Response

  Date: 05/10/2023

  Complaint ID ********
  Res ID ***********
  
  This is in response to ****************************
  
  I am sorry for any misunderstanding regarding your pre-paid reservation. Our records show this reservation was booked through Priceline. Because this was not pre-paid directly with Hertz, we are unable to help refund this reservation, you will have to contact the 3rd party in this case Priceline.
  
  Thank you for contacting **.

• Initial Complaint

  Date:04/27/2023

  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: ********* Rental Time:04/22/23 at 9:37 PM at *** airport Return Location:CIVIL AIR TERMINAL in *******, ** Return Time:04/24/23 at 8:00 AM - Returned on-time I picked up this rental at *** airport in ******** and dropped off the vehicle on-time at *******, ** - ****************** in accordance with the original rental agreement. When I entered the building to drop-off the vehicle at 8am on 4/24/23, I asked the **** representative that was standing next to the Hertz booth if he had seen the Hertz representative and he said that he has not seen the Hertz rep. I asked him if it was normal for them not to be at work when they were supposed to be (since the location did not seem busy) and he said he couldn't comment. He mentioned that most people just drop the keys in the dropbox. I went back outside, took pictures and video, then dropped the keys in the Hertz dropbox in front of two witnesses. On 4/25, the day after I returned the rental, my credit card was charged an additional $133 hold, and another $100 hold on 4/26. These two holds were after the initial rental agreement hold of $545 that was taken on the initial day of rental at *** airport. Total charges should have only been $377.87 since the car was returned on-time, with a full tank of gas, in the same condition as when the vehicle was picked up at ***. If additional charges were incurred, an itemized receipt of those charges should have been provided. I called Hertz customer relations twice (disconnected the first call) ***************) and they confirmed on both calls that the rental agreement was never closed out. It's apparent that either no Hertz staff work at that location, or someone isn't working at the location they should be working from. I'm requesting that no further credit card transactions occur unless they credit back the additional unauthorized transaction over-billed amounts that should not have been debited from my account. Happy to send video footage as well.

  Business Response

  Date: 05/10/2023

  Complaint ID ********
  ********************** Agreement 184113300
  
  This is in response to ******************************
  
  I regret the confusion. The authorization hold is not a charge therefore you will not see this as a refund. These holds are not collected on, when a rental is completed; Hertz submits the rental charges to the appropriate financial institution for payment. Once the charges have been posted to your account, it is the responsibility of your financial institution to release the authorization holds.  Each institution has specific policies regarding the release of authorization holds. Please reach out to your banking institution regarding the release of your authorization hold.
  
  Thank you for contacting **.

• Initial Complaint

  Date:04/27/2023

  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.

  On 12/20/2022 I needed a rental car so I called Hertz and a representative took $450 (I was able to get $100 refunded) so its $350 that I need back in giftcards for a rental and sent me a reservation number and a text stating that my rental car was on its way. I soon found out that I was scammed by someone working for or claiming to work for Hertz. I've contacted them a they said they can't find any information about my rental. Of course they can't. I was scammed. The confirmation number he sent me was K33935306C4. Hertz also act like they weren't really concerned about me getting scammed but I need this to be resolved. I need to get my money back. Thank you

  Business Response

  Date: 05/10/2023

  Complaint ID ********
  
  This is in response to ********************
  
  I regret this situation. However, the reservation number your provided is not a valid reservation number. If the 3rd party has no association with Hertz, we are unable to assist.
  
  Thank you for contacting **.

• Initial Complaint

  Date:04/26/2023

  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.

  Rented car 8/5-8/9 *********** charged $575.38 I noticed the windows were extremely tinted all over including the windshield. I drove to my daughters university to move her and we had several meetings scheduled for the 3 days. Later that evening we went out to dinner and we got in the car it was terribly dark and could barely see out the windshield and the oncoming lights made it even harder to see, I had to roll down the window to see on the ride home.The next day we were driving to an early meeting on the way I was pulled over by the police and was told my tinted windshield was illegal. When I told them it was a rental car they said no one should have let you leave with a windshield like that. They let me go and after the meeting 8/6 I reached out to Hertz, who left me on hold and I didn't get to speak to anyone. We took Ubers after that. I contacted Hertz again on 8/7 waited on hold for 45 minutes and was told I needed to take the car back to the airport to exchange it. There was no local option and no one could meet me with an exchange. I did drive it again to the university where university police stopped me again. Stating I was driving with an illegally tinted windshield.I would have been happy with exchanging it locally but that wasn't offered to me. When I returned the car to the airport Hertz they commented on the windshield and apologized that there was a fleet they were having issues with from *******. They told me that the car should not have never been given to me and gave me the contact to get a refund and explain the issue. I want to mention when I picked up the car it was driven to me by a Hertz representative in the garage, I did not pick it up from an aisle of cars.Hertz resolution was to give me a $50 coupon I could use on a future rental, with an expiration date of 3 months. I have had other issues with Hertz where a friend rented a mini van on a trip with our kids and one of the seatbelts did not work. Im concerned with Hertz safety.

  Business Response

  Date: 05/17/2023

  Complaint ID: ********

  RR#: 811065850 

   

  Thank you for contacting us. Please accept my sincere apology for any inconvenience caused. A review of our records indicates you initiate a chargeback for the total rental charge of $575.38 with your financial institution which resulted in you receiving a refund from your financial institution and the amount being sent to collections. I have advised our collections team to close out the collection claim as we will no longer attempt to collect. Please allow up to 10 days for the record to reflect the claim as closed. 

  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:04/26/2023

  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.

  Rental record number : 185128020 (04/24). We are a family with 4 children. We booked 7 seater **** explorer big SUV for rental. Darvette from hertz rental car location ***** East HLE given ** small sedan car 4 seater 2019 **** Fusion 04/24 at the same high SUV rate. ******** promised ** to give ** free complimentary upgrade mini van on 04/25 as we are family. ******** promised to call ** on 04/25 but I never received her call. Me and my family is still waiting for free complimentary mini van upgrade (as promised by Hertz employee). We are a family and we cannot accommodate in small sedan. It is kindly requested to please give ** free complimentary minivan upgrade (as promised by Hertz employee ********). Also please adjust our daily rate for the days we are put on 2019 **** Fusion (small sedan) instead of 7 seater.

  Business Response

  Date: 05/11/2023

  Complaint ID: ********

  RR#: 185128020

   

  Please accept my sincere apology for any inconvenience caused when your reserved vehicle was not available. A review of our records indicates you have returned the rental and our **************** team issued a refund of $212.66 to your credit card for the downgrade on 05/05/23. 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.