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

5,123 total complaints in the last 3 years.
1,262 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:04/21/2023
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 writing in reference to an incident of fraud at Hertz's ******* airport location. It also relates to a previous fraud incident (RR# *********). In both case, Hertz rented cars to an individual (not me) and the fraudster presented my corporate **** card #____9150. The first incident, RR# *********, was for a reservation commenced on September 8, 2022 and completed on September 15, 2022. The charge was $350.16. When presented with this fraudulent charge on September 22, I notified **** and they undertook a dispute with Hertz to reverse the charge. The charge was removed from my **** account, and I received a new **** card.On January 24, 2023, a second charge for $483.06 was posted on my replacement **** card. I have come to learn that this is related to RR# *********, which was pre-authorized before my replacement **** card was issued. That transaction was finalized on September 29, 2022. Because I received a replacement **** card between the point when that second reservation was pre-authorized and when it was completed, there was the delay in my being presented this fraudulent charge until January 24, 2023, when it appeared on a statement for my replacement card. Unfortunately with the passage of more than 60 days, **** can no longer dispute this charge, and I need to manage this situation with Hertz directly.In other words, I had no idea until recently that Hertz allowed a second incident of fraud to occur. I have never rented a Hertz car in *******. I am a Hertz *************** member (********) and I have a long history as a Hertz customer. These *********************** never appeared under my profile on your website.I need to have the $483.06 returned to the replacement **** on my Hertz profile (____7425).
Business Response
Date: 05/05/2023
This is in response to complaint#********
RR- ********* **************************

Thank you for your inquiry. I appreciate the opportunity to review your concerns.
I sincerely apologize for the inconvenience this has caused.Upon review of your rental agreement *********. Our records show credit for $483.06 was processed on March 6th2023, to card ending 9150.
Thank you for bringing this matter to our attention. Your business is valued, and we hope to still be able to assist you in the future.
Please know that we take all customer concerns seriously and I want to thank you for your loyalty as a Presidents Circle member.

Regards,
Initial Complaint
Date:04/21/2023
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 was 4/11-4/18. Received a car on the 11th with a very strong odor of marijuana. It was not cleaned at all prior to receiving. The young man sprayed something quickly and gave ** an odor bomb to help. I didnt touch it. On the 14th the car broke down and had to be towed. We had to pay for a ride back to our hotel. There were no vehicles to replace it so I spent the next four days with no vehicle to get around. This is unacceptable to charge me anything for this car and entire experience. I spent over two hours dealing with this on my vacation. It ruined the second half of my vacation. How do you not have any cars at all to replace the broken one? I should have an entire refund, not just a partial one. I should also have compensation for my time and money spent for transportation. Hertz doesnt care about their customers at all!
Business Response
Date: 05/04/2023
this in response to com[plaint# ********
RR- *********- *******************************,

Thank you for reaching out to us. I appreciate you allowing me the opportunity to review and address your concerns.
I apologize for the condition of the rental you received; this is concerning to ** as well due to the high standards of safety we stand by as a brand. All Hertz vehicles are to be properly cleaned, serviced, and in good mechanical condition before being released for rental. We always want to provide quality vehicles to our customers and certainly appreciate you letting ** know about your experience. Your comments have been forwarded to the Area Manager for internal review. Based on the information provided, a credit in the amount of $149.63 was processed on April 27th for the 3 unused days and the intercity fee.
As a gesture of apology, I have mailed you a rental certificate in the amount of $50.00 to use towards your upcoming rental. Please review the terms and conditions for instructions on how to apply the certificates to your rental. The certificate will arrive through **** postal service within **** business days.
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.
Regards,

Customer Answer
Date: 05/05/2023

Complaint: 19962069

I am rejecting this response because: a partial credit and a measly $50 voucher does not at all satisfy this situation. You are a huge company that prides itself but obviously doesnt care about customers. I did not receive a half decent vehicle, it smelled horrible of marijuana and broke down on me! I paid for rides for three more days! Spent hours of my vacation on the phone and worse off nobody seemed to care that I had no replacement vehicle. I would never use Hertz againI will be posting about this on social media, not that anyone cares. I filled out the customer survey and was supposed to be contacted in three days..that was weeks ago! Terrible customer service!

Sincerely,

*******************************
Initial Complaint
Date:04/21/2023
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.
Rental Record: ********* On Saturday 4/15 I returned a ***** Tahoe and left my I-pad behind by mistake. The next morning (and everyday since) I can see that that the iPad is at the Hertz facility in the *************** when I track it on the find my iPhone app. Despite the fact that I filed a lost report on their website, called the facility directly, and spoken to numerous representatives at the President ******* phone number, nobody has beeb able to help me recover my lost iPad and they claim it hasn't been found.
Business Response
Date: 05/08/2023
BBB CASE#: 19961680
Hertz RES#: ********************************* correspondence is being sent in response to a query made by ****************************

Thank you for your inquiry concerning your lost iPad.
.
We reached out to the location, and they were unable to locate your iPad. However, your information has been forwarded to the location and they will be in direct contact should they locate it, as we always want to connect a customer to their property whenever it may have been left behind.

We are always concerned when customers leave personal property in one of our vehicles; however, in accordance with the Terms and Conditions of the rental agreement, The Hertz Corporation and Dollar are not responsible for personal property left in our vehicles.

Thank you for allowing me to address your concerns.
Initial Complaint
Date:04/21/2023
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.
Rented car from Hertz on ********** ******** **. for 2 days. The confirmation number is K4534480379 . I used a Debit card and was told there would be a $500 hold, which was put on my ******** account 4/7/2023. to date, the bank has not released my money; stating they never received a notice to release my money. I have been to Hertz twice; they gave me a story that only corporate can help/ but the corporate number doesnt connect you to a person. just a recording to use the app on the computer. This is outrageous to hold my money for this long. The bank refers me back to Hertz, and Hertz refers me to a number where you CANNOT speak with a live person. In the meantime, my money is held up and Hertz has control of it.
Business Response
Date: 04/25/2023
BBB CASE#: 19960747
Hertz RES#: ********************************* correspondence is being sent in response to a query made by **********************

I sincerely apologize for any confusion regarding the authorization hold on your account. When the vehicle is returned the authorization hold is then released from within our billing system automatically and the final invoice is then billed. Please note this will not appear as a credit within your financial institutions account but rather it will just fall off as this was a pending transaction. However, if you see the authorization hold still pending in your account, please provide an up-to-date full current statement of your account for further review.

Thank you for contacting us.
Initial Complaint
Date:04/21/2023
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.
Confirmation: #K46135725E2 Expedia itinerary: ************** Tuesday April 18th, 2023 RENTAL WAS NOT ALLOWED TO BE PICKED UP OR EXCHANGED. HERTZ ******************************************************************************** My business has spent more than enough time reaching out in email exhanges.
Business Response
Date: 05/04/2023
This is in response to complaint# ********
Reservation# K46135725E2
Dear **************************,

Thank you for reaching out to us. I apologize for the inconvenience this has caused you.
I understand that the North Darmouth HLE location was unable to secure your recent reservation with a vehicle, on behalf of Hertz I would like to apologize for any inconvenience this may have caused you and your travel plans. The travel industry at large is experiencing high demand in travel while facing shortages in vehicle availability from the manufacturers. We remain committed to providing more fleet availability.
Upon my review of your reservation, our records show the reservation was booked directly through a third-party booking source Expedia.Regrettably, we do not have access to third-party bookings and are unable to provide compensation.
Regards,
Initial Complaint
Date:04/21/2023
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 am currently renting a car through my insurance since my vehicle is in the shop, The car was dropped off to me, when I dropped my car off, not only was it filthy on the outside but also the inside. There was and still is a ton of dog hair in the vehicle even though you guys have a "cleaning fee" and 'no pet policy". Not to mention there was and still is a very bad odor in the car almost as if it smells like a men's gym locker room. There were stains on everything the seats, the dashboard EVERYWHERE. By far the best part is there were TWO ROTTING ORANGES left in the glove box of the vehicle. When I dropped my car off I expected a clean car/suv and now I'm still driving around in this stench of a car because my car is still in the shop currently. Its honestly disgusting to have to drive around in this because I cannot get the smell out no matter what I do.
Business Response
Date: 05/09/2023
This is in response to complaint#********
RR- Unknown

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

I apologize for the condition of the rental you received; this is concerning to us as well due to the high standards of safety we stand by as a brand. All Hertz vehicles are to be properly cleaned, serviced, and in good mechanical condition before being released for rental. We always want to provide quality vehicles to our customers and certainly appreciate you letting us know of your experience. Your comments have been forwarded to the Area Manager for internal review.

Regrettably, we are unable to resolve this matter currently, as our records indicate the vehicle is still on rental. To ensure this issue is resolved, we suggest that you ask to speak with the manager on duty when the vehicle is returned. However, if you are unable to resolve this matter,please contact our office and we will thoroughly research the matter for you.

Thank you for giving ** the opportunity to review this matter. We value your business and hope we will be able to serve you in the future.

Regards

Customer Answer
Date: 05/09/2023

Complaint: 19958765

I am rejecting this response because, I have already returned the vehicle since the initial response and the vehicle was delivered to me I did not go to a physical location so there is no one I can tell my concerns about besides you guys.

Sincerely,

***************************
Business Response
Date: 05/18/2023
Complaint ID: ********
RR#: Unknown

Unfortunately we are unable to locate a rental for you. We have searched our records by your name and there is no rental. Please provide the rental documents or get the rental information from the car dealership.
Initial Complaint
Date:04/21/2023
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 Number ********* I drive for Uber, renting vehicle through their Uber/Hertz program. Friday Afternoon April 14, 2023, Hertz had to place me in another vehicle after paying $525 for new month contract on Wednesday April 12, because original vehicle headlight on front right side wasnt working. According to Uber, Hertz didnt upload documents needed to Uber for me to drive, so my Uber account was deactivated and I couldnt work the entire weekend April 14, 2023 through April 16, 2023, the Hertz manager at this location refused the compensate me for the three days I couldnt drive because she said it had to be a problem with Uber, if I dont like Hertz to go somewhere else, is what was told to me face to face. The rental is. $50.00 per day. On Thursday morning, April 20, $325 was taking out of my account unauthorized
Business Response
Date: 05/05/2023
This is in response to complaint #********

RR- ********* ***********************,

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

Regrettably, we are unable to resolve this matter currently, as our records indicate the vehicle is still on rental. To ensure this issue is resolved, we suggest that you ask to speak with the manager on duty when the vehicle is returned. However, if you are unable to resolve this matter,please contact our office and we will thoroughly research the matter for you.

Thank you for allowing ** to review this matter. We value your business and hope we will be able to serve you in the future.

Regards,

Customer Answer
Date: 05/05/2023
Rental number # *********, this is my 3rd claim about same Hertz location in 2 weeks. On Wednesday May 3rd 2023 as I am meeting with the HEAD manager of my local ******* we are discussing Hertz and the other two claims and just so happens as we open my account ********************** has hit my account 3 times that morning two hits for $325 and one for $525, all holding, in pending status We immediately get Hertz billing department on the phone and the manager experienced first hand what Ive been going through cause even with him on the phone, Im loud speaker this Hertz billing rep played stupid with no sympathy of the situation, and acting like she taking notes, eventually hanging up on **. The bank manager said he never seen anything like this, good thing beforehand he had already canceled my debit card, two hours later I get an email notifying me they process payment, giving more proof they are automatically trying to take money out of my account without my consent
Business Response
Date: 05/11/2023
BBB CASE#: 19959551
RR#: 178176051

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

Our records show this rental is still active and is past due as of May 3rd, 2023. As a rental is kept active / extended out, authorization hold(s) will be placed on the account until the contract is returned. Once the rental is closed and final charges are issued the authorization holds will be released back to the account. Please note, once the holds are released this will not show as a credit because these are amounts, we are not collecting on.

Thank you for contacting **.
Customer Answer
Date: 05/18/2023

Complaint: 19959551

I am rejecting this response because: Im missing $1,175, been lied to twice with ******* rep on three way call, twice they lied first saying they sent payments back to debit card on May 3rd, why when I still have rental they would send payment back?? Cause they trying to set me up to look like I stole it, then another rep says that didnt happen; so someone at Hertz is stealing money because the payments I made on April 12th, 2023 $525, Hertz just took payment out my account on April 20th of $325 and on April 27th of $325, they disappeared out of pending, and nobody knows where it went cause it **** sure didnt go back to my account

Sincerely,

***********************
Business Response
Date: 05/22/2023
Complaint ID: ********
RR#: 178176051

Please be advised our records indicate you picked up the vehicle on 04/12/23 and the vehicle was scheduled to be returned on 04/19/23. The authorization on your credit card at the inception of your rental was $525.00. On 04/14/23 you extended your rental until 04/26/23, an authorization of $325.00 was processed on this day. On the same day 04/14/23 you extended the rental again until 05/03/23, an additional authorization of $325.00 was processed. On 05/04/23 the vehicle was overdue as it was scheduled to be returned on 05/03/23, because of this an authorization of $650 was processed. On 05/11/23 you contacted our office and advised you would return the vehicle on 05/12/23. Our records indicate this rental is still open. As the authorizations were processed in accordance to our terms and conditions an adjustment is not warranted.
Customer Answer
Date: 05/22/2023

Complaint: 19959551

I am rejecting this response because:
I ABSOLUTELY DID NOT EXTEND AGAIN ON THE 14TH, THE VEHICLE HEADLIGHTS WERE NOT WORKING SO I WAS PLACED IN ANOTHER VEHICLE, THERE WAS NOT EXTENSION SO YOU ILLEGALLY CHARGED MY ACCOUNT WITHOUT MY AUTHORIZATION WHEN IN FACT I HAD TO BRING VEHICLE BACK BECAUSE OF NO HEADLIGHT
Sincerely,

***********************
Business Response
Date: 05/24/2023
This in response to complaint #********

RR- 178176051

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

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

Our records show this rental is still active and is past due as of May 3rd, 2023.As a rental is kept active / extended out, authorization hold(s) will be placed on the account until the contract is returned. Once the rental is closed and final charges are issued the authorization holds will be released back to the account. Please note, once the holds are released this will not show as a credit because these are amounts, we are not collecting on.

Regards,
Customer Answer
Date: 05/25/2023

Complaint: 19959551

I am rejecting this response because:
I have a claim against you with *********************** of ******* for several unauthorized transactions, you people have destroyed my bank account, I no longer have the vehicle, ************************************ is investigating the fact the payments in April total of $1,175 has disappeared from holding..
Sincerely,

***********************
Initial Complaint
Date:04/21/2023
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.
Called you guys yesterday morning to make sure everything was squared away and you stated no issues. Im now in a line of 20+ people in the airport after midnight and will never use your service again. You all lied, offer no support and treat your gold members like garbage. I will be giving this feedback to our corporate travel manager and hopefully shift ******+ people away from your business. 4/19 midnight. K46232409D2
Business Response
Date: 04/25/2023
BBB CASE#: 19959518
Hertz RES#: ********************************* correspondence is being sent in response to a query made by ******************************

I sincerely apologize for the inconvenience you experienced with wait time at the ******, ** airport location. Please be assured this has been addressed internally with the appropriate management for internal review.

As a gesture of concern, I have issued a $50.00 rental certificate to the address on your account. Please utilize it towards a future reservation.

Thank you for contacting us.
Customer Answer
Date: 04/28/2023

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:04/21/2023
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.
I rented a car from hertz on April 12th and drove it from *********, ** to ***********, **. I returned the car and the next day received a receipt with a wrongful $500 charge for smoking in the vehicle. The vehicle smelled of smoke when we rented it in ********* yet we accepted it as we were in a rush to get to ***********.Upon receipt of the bill, I called the *********** location twice. Both times I was put on hold and then they hung up without addressing.I drove to the facility and spoke to the manager, a gentleman named *********************. He could not be more unprofessional. He had no excuse for why they hung up twice. He then said they found ashes in the care (must have been there from prior renter) and that he would need the ********* location to confirm that it was pre-existing before he would refund me. He could not find a phone number to get in touch with them so he emailed them with me on Cc. Luckily I replied to the email with more information only to find that the email bounced as it was a bad email address. I reached out to German multiple times to ask him to resend to the right person and he became completely unresponsive.I am now dealing with Hertz corporate on this who also have been horrendous to deal with and are requiring the ********* location to confirm that this smoke was preexisting, but they have not followed up despite telling me this would be resolved in 5 days. I have filed cases with Hertz and also disputed the payment on my credit card, but given their lack of adequate response I am filing this with the BBB as well.
Business Response
Date: 04/24/2023
Complaint ID: ********
RR#: 177959552

Please accept my sincere apology for any inconvenience. After reviewing the charge with our ********* team they have confirmed our *********** location should not have applied the charge, therefore I have issued a refund of $500.00 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.
Customer Answer
Date: 04/24/2023

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:04/21/2023
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 3/16/2023 I was told by one of their representatives that my account was sold off to a debit collector on a phone call. On 04/18/2023 I received an email from hertz stating they will be charging my card for the rental. On 4/19/2023 I see on my banking app that I was charged for ********. My card was charged even after I was told it will be sold off to a debt collector.
Business Response
Date: 04/24/2023
Complaint ID: ********
RR#: 150181765

Thank you for contacting us. We appreciate the opportunity to assist. Please be advised our records indicates the rental was repossessed due to your failure to extend the rental. The rental charges are charged to your credit card, in the event Hertz is unable to collect payment from the form of payment used for the rental then it will be sent to collections. However, our records indicate at this time the payment was collected from the form of payment used for the rental. Attached is your rental receipt.
Customer Answer
Date: 04/26/2023

Complaint: 19957349

I am rejecting this response because:
That is not what I was told by one of your representatives over the phone. I was told the vehicle was repossessed due to them not being able to collect payment. I was also told after the repossession it was sold off to a debt collector when I wanted to make payment after the repossession.
Sincerely,

*****************************

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Hertz is NOT a BBB Accredited Business.