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

  PO Box 31166 Tampa, FL 33631-3166

• 

  Hertz

  2905 N 32nd St Fort Smith, AR 72904-4202

• 

  Hertz

  114 International Way Huntsville, AL 35824-0000

• 

  Hertz

  315 Malalpine Cresent Fort McMurray, AB T9H 4Y4

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:04/12/2023

  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.

  Hertz knowingly misrepresented the cost of their rental, did not disclose or mention nearly 100% markup on what was discussed when extending my reservation from a 3-day rental to a one-week rental. I repeated and confirmed the final adjusted weekly rental price totaling $498.00, however, when I reviewed my reservation online it showed a bill totaling $$899.93. Hertz was unwilling to adjust the undisclosed and erroneous charges including 1) an additional $240 for an upgraded vehicle charge (even though it was the same vehicle rented) and 2) $135 in miscellaneous charges. I confirmed the quoted weekly rental amount totaling $498.00 received the day before was the exact amount advertised online. Furthermore, the advertised Hertz quote seen online does not disclose any additional charges. If this is not fraud I am not sure what is.

  Business Response

  Date: 04/13/2023

  This a response to complaint# ********

   

  Dear ***********************,
  
  Thank you for reaching Hertz *************************** I appreciate you allowing me the opportunity to review and address 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:04/12/2023

  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.

  Good morning As of January 13, 2023 was my last time renting with Hertz. This day, I picked up a vehicle from one of your locations in utter disgust. I addressed these concerned with a branch representative and he just shrugged me off as if I was just another person to get in and out of the door. During the travel towards my destination I could barely breathe and had a terrible cough due to the conditions of the vehicle. Immediately the next day I had to drive to the nearest airport to return and exchange the vehicle due to the conditions that it caused my health. At that moment is when the attendant advised me to submit an incident report. Since then, I have been in touch and submitted claims through the the **************** and ****************** via telephone and email, First Party Examiner, ***************************, the Subrogation Supervisor, *****************************, and an ESIS Claim representative working on my claim, ***********************. **** has been the last person in contact and asked me to send all documentation to him. I sent all documents, emails, forms, etc and sent 3 follow-up emails within a **************************************************** he is no longer working and claims and throwing my case to the next person. I have been sending emails and making phone calls with efficient time in between with little to no response. Then for them to just toss my claims aside again as if I am not as important as the next is just extremely frustrating. I do have additional emails and paperwork that *** be too large to upload.

  Business Response

  Date: 04/18/2023

  Complaint ID: ********

  RR#: 123974454 

   

  Thank you for contacting us. We have reached out to our Claims team and they have advised they will reach out to you directly to resolve today. 

• Initial Complaint

  Date:04/12/2023

  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.

  I picked up a rental from Hertz on 4/2/23 after my flight from *** to *** was cancelled by Delta: - Found a rental online at Hertz - $560.00 - was planning on driving from ******* to ******** - needed to be back in ******** by Sunday evening - picked up the Hertz rental at approximately 11:45am on 4/2/23 - drove as far as *********** (1 hour out of *******) and stopped to have lunch - approximately 1pm - Rental Car broke down - repeatedly called hertz to get a tow, find a new rental - ultimately proved unsuccessful - Had a family member start driving from STL to come pick us up at *********** - 8.5 hour drive - stayed in a hotel walking distance from where the car broke down - Baymont Inn Suites - $114.25 - was picked up around 11pm by family member - Hertz had still not picked up the rental by this time, we could not wait any longer and had already prearranged a driverless pickup, following their instructions by leaving the keys in the glove compartment - drove through the night to get back in STL - At 1:19am on 4/3 we were notified that the tow was unable to pick up the retain since there was no customer present with the car. - arrived in ******** at 7am on 4/3.Since this occurred, i have been calling Hertz daily to check if the vehicle has been towed. Finally, after my 8th call with Hertz on 4/5, i was told by ****** (hertz supervisor) that the vehicle has been towed back to *******. At the time of this complaint it is 4/7/23. My account still has not been closed with hertz and i am incurring additional charges each day. Hertz has not reached out with an apology or any attempt to reimburse for the issues that we incurred.Please find record of rental number: ********* Please find record of original complaint to hertz: ******** Please find record of case number with hertz, detailing calls and notes: ********

  Business Response

  Date: 04/18/2023

  Complaint ID: ********
  ********************** RR#: 172573240

  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 concern or inconvenience caused regarding your recent rental with Hertz in *******. Upon receipt of your inquiry, we immediately reached out to our location in ******* for their further assistance. They have since assisted in voided out your rental contract and reverted all charges back to the card on file. Based on our review, we confirmed that after you contacted our ****************** Services (ERS) team, there were delays in when the vehicle was retrieved. We sincerely apologize for these delays and for the concerns caused by this.  Rest assured, appropriate management has been notified of this matter for their full review and corrective action where deemed necessary. 

  Customer Answer

  Date: 04/24/2023

   
  Complaint: 19908538
  
  I am rejecting this response because: There has been no effort to reimburse us for the hotel that we had to end up staying in. Please see the earlier attachment for hotel receipt - $114.24.
  Also, my wife and i spent multiple hours on the phone with Hertz representatives trying to figure this out. You can refer to case ******** and complaint ********. We are owed additional compensation for the multiple hours we spent on hold and having to do Hertz's job for you.
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/11/2023

  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.

  Hi my name is *********************** I rented from Hertz on March 24 and it was supposed to be till March 31. They charged me about $640. They rented me a stolen vehicle. I didnt have the proper proper paperwork to do my lift, so I missed a whole weekends worth them Monday I bought the car back to get the insurance to be able to send it to Lyft to start working and they told me I needed to handover the keys because they went to me a stolen vehicle I got no call from the supervisor. I actually have a video of me in the office asking to speak to a supervisor and he wouldnt come out and he stayed in the back office. They were very unprofessional. I will call down there and they wouldnt answer purposely because I was calling to ask whats going on with my money when I did have to rent again at the end of the week they had told me they would put me in another car I go down there. They made me pay another $200 deposit. They havent returned my first $200 deposit and now they still got money from me and nobody compensated me. I have to call the police and made a police report. They came down and then told me that you know I should contact the Better Business Bureau so thats what Im doing. My telephone number is. ************. I would like to be compensated back with my full refund and both deposits back and some inconvenience of not having a car and they sold me a rental or stolen vehicle. That was their fault.

  Business Response

  Date: 04/13/2023

  This is a response to complaint #********

  RR- 167691392

   

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

  
  I am sorry for any inconvenience you experienced in trying to get this matter resolved.Our records show that your rental agreement closed out on March 27th, and you were charged $260.02

  
  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. Please note, once the authorization hold has been released from your account, it will appear as a credit, it will be removed from your statement and the funds will no longer be pending.

  
  Our records show that we released the hold. If that hold has not been released back to your account, you will need to call our ****************** at ************ with your bank on the line so we can release it at that time.

  
  Regards, 

• Initial Complaint

  Date:04/11/2023

  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.

  I was set to pickup a car on March 23rd 2023 (confirmation K4254586026) I booked a rental car for $184.35 with my debit card. Once my girlfriend and I arrived at the airport, I was told that I needed a credit card to complete the reservation. At no time was this mentioned in the booking process. Mind you, I had already planned an elaborate setup where we needed to be at a certain venue by a certain time so that I could propose. Instead, I was told by the Hertz employe that they wouldnt accept debit cards for a reservation AND the vehicle class I had already reserved was no longer available. Neither my girlfriend or myself own credit cards. We were then forced to try to coordinate an Uber and by the time they arrived, it was past the time when we needed to be at the venue. The lack of clear communication about needing a credit card ultimately lead to me not being able to follow through with my proposal plan and completely ruined the whole reason for the vacation. I am requesting a small refund in the amount of $184.35 for this inconvenience. I reached out to customer service and got a generic reply about hoping they can serve me in the future. This company is a scam.

  Business Response

  Date: 05/02/2023

  Complaint ID: ********
  ********************** Res#: ********************** 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 when our location in ******** was unable to honor your reservation due to the Form of Payment Requirements not being met. Hertz believes in being transparent with our customers about the rental requirements at our individual locations and that is why, when booking through the Hertz website or mobile app, this information is outlined in the Rental Terms & Conditions which must be acknowledged and accepted before the reservation can be confirmed. 

  Our records show that your booking was made through a third party booking source, Expedia. While this same information is provided to the third party booking source by Hertz, we are unable to dictate how the information is displayed to our mutual customers. However, upon reviewing the Expedia website we show these requirements were outlined under their "Rules & Restrictions" tab during the booking process. 

  While we understand these requirements caused an inconvenience to your travel plans and we apologize for this inconvenience, we are unable to provide you with a refund of your reservation charges as they were prepaid for through the third party booking source, Expedia. As a rental did not take place, Hertz did not collect the monies provided for the reservation. In order to receive a refund of the charges billed, please contact ************************** team for assistance. 

• Initial Complaint

  Date:04/11/2023

  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 made a car rental reservation online thru the Hertz company website on 3/13/23 for pickup 3/31/23 in *************, ** It was confirmed that same day by email.I reserved a medium 5 passenger SUV the total cost quoted $209.32.I received a confirmation reminder email from Hertz on 3/29/23 confirming my reservation/price/car type same price/car/dates as reserved.However when I arrived at the counter on 3/31 the agent informed my they did not have that car or even a similar one available. She told me she had no idea how long I would have to wait in order to get this type of car rental at the same price I that I had reserved it. It was close to 7PM at night I had just flown into ************* with my child, I had no other ride or other options to get to our hotel so I had no option but to agree to an alternative car which she told me would cost me more due to the upgrade fee. Afterwards I reached out to Hertz via email and requested a refund for this upgrade fee. They refused my request. I am submitting this complaint to the BBB because it was reasonable for me to expect that Hertz would have the appropriate car available to me and honor the price quoted since I made an advance reservation they should not have forced me into a more expensive option or the alternative was to wait but they could not tell me how long it would take to get me the car I actually reserved and that they actually already confirmed in 2 emails prior to my arrival. I am requesting a credit/refund for the difference of the additional fees $75.77. I did not ask for this upgrade ($285.09 upgrade - $209.32 original quote). This is unfair business practice to confirm you will have a car at a specific rate available then when a customer arrives you say they have no option but to upgrade or wait until at some point you may have a car for them but you have no idea how long that will take to provide it.

  Business Response

  Date: 04/13/2023

  This is a response to complaint #********

  RR- 171965791

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

  
  The travel industry at large is experiencing high demand for travel while facing shortages in vehicle availability. I apologize we were unable to provide your reserved class upon pick-up. As a result, I have issued a credit for $70.54. Please allow 5-7 business days to post to your account.

  
  We regret any inconvenience that this may have caused. 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 concern. We truly value your business.

  Regards,

• Initial Complaint

  Date:04/11/2023

  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 reserved a rental for a day. Before I returned the vehicle it had reoccurring transmission problems and the tire light came on before returning it. I made sure to filled the gas to full and took a picture as I returned it. The attendant left the vehicle on while attending to other vehicles... I was later charged for full service. Hertz refuse to refund me for the cost and inconvenience of my rental.

  Business Response

  Date: 05/02/2023

  Complaint ID: ********
  ********************** RR#: 175553523

  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 concerns caused during your rental with the vehicle provided to you. 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 of your experience.Your comments have been forwarded to the Area Manager for internal review and any corrective action deemed necessary.  

  We also regret any frustration caused regarding the Fuel & Service Charge (***) billed at the conclusion of your rental. After reviewing our records, we show that the *** was billed in error. As such, a full refund of the *** has been processed to the charge card originally billed. The refunded amount of $25.84 was processed today, but will take up to 5-7 business days to show on your billing statement. In addition, as a gesture of concern, we are mailing a $25.00 Hertz Certificate to you at the mailing address provided. This certificate will arrive in standard mailing times and it is our hope you will use this certificate toward a future rental with Hertz and allow for us to regain your complete confidence. 

• Initial Complaint

  Date:04/11/2023

  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 this Hertz location in ****** ********. Immediately leaving the parking lot I was rear ended and hit from behind at an intersection. I immediately called the police and was told if there were no injuries, exchange contact and insurance information. I got the person's license and insurance and took pictures of the car and immediately went back to Hertz to explain the situation. As you can see from the picture the damage was minimal, I didn't think they would notice anything wrong but wanted to do the right thing. The Hertz worker told me to go file a police report and send her all the pictures from the accident as well as the person's insurance which I did. I called my insurance and uploaded all the information, and they told me that the person admitted to hitting me so everything should be fine. My insurance claim was completed in August 2022 and I thought everything was taking care of. Then I received a letter in January 2023 from Hertz asking me to pay ****** in damages to the car I rented. If I didn't respond in 10 days they would send me to collections. Unfortunately, when I saw the letter ten day had passed and it went to collections. I am still working with the debt collectors to dispute this and my insurance Geico to clean this up. They are still trying to get the person who hit me insurance to pay for this. In the meantime, because this is in debt collection my credit score has gone down. When I returned the vehicle to Hertz, I was never told I would be billed or charged for damage to the car. I am very upset that nobody from the Hertz contacted me and out of the blue receive a letter for close to 400 dollars?? I want this debt cleared and my credit restored all because of Hertz. They need to go after the person who hit me and his insurance not me. I want to be refunded for the car rental which ironically is the cost to the damage of the car, plus my rental had no power and had to borrow another car one day. Thank you, ***************************

  Business Response

  Date: 04/17/2023

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

  RR-M10868896

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

   

  Thank you for reaching out to us regarding RR- M10868896.  Our records show you picked up a rental on August 4, 2022, and returned on August 10th, 2022. The charges for the rental have been reviewed and are correct.  Therefore; no refund is due.

  We will be referring you to our claims department at ************ Mon-FRI CST for further assistance.

  Regards,

• Initial Complaint

  Date:04/11/2023

  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 was charged $400 cleaning fee which should not have been charged. When I read reviews it appears many people have had the same issue. People are getting scammed out of huge charges for fake damage or cleaning charges that are bogus.

  Business Response

  Date: 04/13/2023

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

  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:04/11/2023

  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.

  1/9/****** my car to ***************************** to diagnose problem. **** arranged a rental through Hertz & one of their staff took me to the Hertz store in *******. The Hertz employee asked how long I would need the rental. I explained that I did not know what the issue was with my car & whether or not parts would need to be ordered. The employee put in 5 days incase parts were to be ordered.1/10/23 **** called to let me know that my car was ready & that they would arrange for the rental to be returned to Hertz.1/10/23 I called Hertz & spoke with the gentleman that I had spoken to at the time I picked up the rental. I explained that my car was ready & that ***** dealership explained they would be returning the rental to them. He agreed that the ***** dealership did arrange for the rentals to be returned by their staff.1/10/23 picked up my car from **** and gave him the keys to the rental so it could be returned.1/31/23 I received a bill from Hertz for $94.99 I checked my credit card statement & noticed that I was still charged for more then one day rental. Called 800# (spoke to ******) on rental agreement ***************) and they took Information & forwarded to corporate. I was told I would get an email response with in 15 days.2/28/23 Had not received any emails from Hertz Corporate so I went to the local Hertz location & the same gentleman was there that I had rented the car from. He sent another request to corporate & said I would receive and email from them with in 15 days.3/3/23 Still haven't received an email so I called the 800# again. Was told the same thing that they would send to corporate & I would get an email within 15 days.I HAVE MORE DETAILS TO SEND YOU BUT DID NOT HAVE ENOUGH SPACING IN THIS BOX. ONCE I AM PROVIDED AN EMAIL ADDRESS, I WILL BE HAPPY TO SEND THE ENTIRE EXPLAINATION TO YOU. I COULDN'T FIGURE OUT HOW TO UPLOAD THEM. SORRY!

  Business Response

  Date: 05/04/2023

  Complaint ID: ********

  RR#: H21021803

   

  Thank you for contacting us. A review of our records indicates our **************** team determined you were incorrectly charged and issued a refund of $85.05 to your credit card on 04/12/23. It can take up to 7 business days for the refund to post to your account. 

  Customer Answer

  Date: 05/05/2023

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