Business Profile

Auto Rentals and Leasing

Hertz

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Important information

Customer Complaint:
Hertz requests and BBB recommends that if you have any complaints or concerns, please contact Hertz's Executive Customer Service Team at [email protected] or (239) 301-7000 prior to contacting BBB.

The customer experience information and complaint history provided in this BBB Business Profile reflects Hertz's worldwide operations. BBB Serving West Florida services all customer complaints and reviews for Hertz and its locations throughout the world.

Complaints

This profile includes complaints for Hertz's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

7,199 total complaints in the last 3 years.
1,720 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:04/03/2023
Type:Sales and Advertising 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.
On 3/29/2023 we entered into contract to purchase a vehicle from Hertz car sales in ******* *****. They prepared all the paperwork for the transaction and we wrote them a check for $15,790.50. All the documents were signed and dated for transfer of the vehicle to me and my husband. The next day 3/30/2023 when we proceeded in the process of arranging picking up our vehicle we were told it was accidentally sold to another party due to a lack of communication. I have since made multiple attempts to contact the dealership to negotiate a resolution. I am unable to reach them even after pleading they at least provide me proof that my check will not be "accidentally" cashed. They have failed to reach out to me with any kind of explanation, resolution, or apology. I have already sold my other vehicle and am currently in a situation where I now have to rent a car daily as this was contingent on me getting the vehicle I purchased from Hertz. I am seeking a replacement car at the same price and compensation for my rental.
Business Response
Date: 04/10/2023
Complaint ID: ********

Your complaint was forwarded to our Car Sales team. They have advised they reached out to you directly and you advised them you already purchase from another dealer. However, you did have to rent a vehicle for two days and because of this inconvenience, they are going to reimburse you $100 for the rental.

Customer Answer
Date: 04/11/2023

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. I appreciate your help in this matter.

Sincerely,

*********************************
Initial Complaint
Date:04/03/2023
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 received a rental through hertz on state st in *********** ** on Monday March 20,2023 and returned it Monday March 27, 2023. Tuesday I was charged $71 and when I called was told that It was already released back to my bank. Instead of $71 being returned to my bank another charge for $450.61 was charged to my account. When I call the 800 customer service number back I was told there was a cleaning fee and do to the location putting the report in theres nothing they can do. Ive been trying to contact the actual location but I get no answer. When I received the car there was a smell and needed a vacuum but being I only needed it to go back n forth to work I didnt make an issue. I do not smoke never did as well as this not being my first time renting from this location and I never had this problem so Im truly upset about this matter. This has my bank in the negative and took away from my bills due to what they said was smoke smell and I do not smoke I feel targeted and attacked. This location should do a better job with their cleaning before mistreating customers and their hard earned money upon returning a vehicle. Ive rented from other locations and never had this issue. Im truly baffled and would appreciate if this matter be handled immediately and I get a full refund of the $450. Thank you RR#*********
Business Response
Date: 04/05/2023
Complaint ID: ********
RR#: 165655070

Please accept my apology for any misunderstanding regarding your charges. Our records indicate the amount of $71.00 was an authorization. Please be advised authorizations are released from our system within 24 hours of the rental being closed. In regards to the $400.00 fee, please be advised the location noted the vehicle had a heavy smell of marijuana when it was returned. Due to this the vehicle had to be detailed before it could be rented again. Per our rental terms and conditions you were charged a cleaning fee of $400.00. Based on this information we respectfully decline your request for a refund.
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:04/03/2023
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.
November 28th , 2022 QAR ****** was paid on Hertz Counter, and i was promised to receive invoice by email I have paid this amount and i didn't receive invoice i have been following up with HRTZ about this invoice last 4 months Even HERTZ has confirmed by email that they have received this funds, but all my follow up didnt owrk
Business Response
Date: 05/10/2023
Complaint ID: ********
Hertz Invoice 5075006

We reached out to our team in ***** for assistance regarding your request. Our Qatar team would like to make it clear although the charges were correct and in accordance to the terms and conditions, in the interest of customer service they will transfer back 550 QR to your credit card once they confirm with the bank that the dispute case is closed. They will then issue a receipt for 300 QR to you once it's completed.
We appreciate you bringing this to our attention.
Customer Answer
Date: 05/12/2023

Complaint: 19879538

I am rejecting this response because: it against law
Any North ******** company must provide an Invoice immediately for any payment made
I can't be part of TAX fraud, actually BBB should report Hertz to CRA

Sincerely,

***********************
Business Response
Date: 05/31/2023
Complaint ID: ********
********************** Invoice *******

This correspondence is being sent in response to a query made by ************************

All final invoices are sent to the email on the customers account. We advise you to check the spam folders and to double-check that the email used is correct.

Customer Answer
Date: 06/01/2023

Complaint: 19879538

I am rejecting this response because:
i never received invoice for my QAR 300 I have paid
nothing in my junk or spam folder

Sincerely,

***********************
Business Response
Date: 06/22/2023
Complaint ID: ********
Hertz Invoice 5075006

This correspondence is being sent in response to a query made by ***********************,
A copy of the invoice received from our ***** office for the *** ****** is attached.
Thank you for giving me the opportunity to review this matter again. We value your business and hope that we will be able to serve you in the future.

Customer Answer
Date: 06/23/2023

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:04/03/2023
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.
Hertz Rental Agreement number: L28103876 The original transaction was a prepaid rental made online in the amount of $1,136.76, paid via credit card July 20, 2022. The Hertz counter representative at ************************** stated he could give me a better rate ($1,026.52). This amount was charged at the counter and the original charge was reversed. I have a credit card statement showing these transactions. The $,026.52 was paid in full, and I have a statement from hertz to that effect. Hertz (the Airport franchisee) has sent numerous invoices for the original $1,136.76, which the Hertz Corporation denies exists, and now the franchisee has forwarded the incorrect invoice to a debt collector.I don't want to pay twice for one car rental, which is already fully paid. I believe the invoices are a clerical error on the part of the franchisee. To date, I am being somewhat ghosted by the franchisee. I can get no explanation, nor opportunity to state my evidence.Please help me resolve this and get the debt collector off my back.Thank you.
Business Response
Date: 04/05/2023
Complaint ID: ********
RR#: L28103876

Please accept my sincere apology for any inconvenience experienced. A review of our records indicates there was an error related to the billing. Therefore the amount of $1136.76 was cleared in our system on 04/04/23 which closed the collection claim. Please allow up to 10 days for the collection claim to show as closed in their system.
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: 04/05/2023

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.
I would like to thank the ** for bringing this matter to a complete resolution.

Sincerely,

***********************
Initial Complaint
Date:04/03/2023
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.
To whom it may concern,My name is ****************** and I'm writing in regards to a past rental with rental record number ********* and reservation number K4081050364.I was incorrectly charged the towing fee of $1,808 for the damaged vehicle involved in an accident despite having LDW(loss damage waiver) included with the rental, in which case the towing charge should be fully covered in the event of an accident.Per hertz website: ************************************************************************************************************************ "What type of incidents are covered with LDW?LDW covers theft, vandalism, collision, fire, acts of nature as well as towing or storage fees for damaged vehicles."Could you please advise? Thanks!Best,*********
Customer Answer
Date: 04/05/2023
The issue mentioned in the complaint has been resolved by the business. Can you please cancel this complaint?
Initial Complaint
Date:03/31/2023
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.
Date of transaction: Sept. 26th 2022 Amount: $722.12 Please see the attached letter. There was too much information I needed to tell you and could not fit it in this space.
Business Response
Date: 04/04/2023
COMPLAINT ID ********
Thank you for contacting us.
I apologize for the inconvenience that you experienced at our Hertz location. However, I have submitted a refund request for $642.12 to be processed to the credit card on on file. Please allow up to three weeks for a prepaid refund to process.

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: 04/04/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I also would like for the company to consider future training with their employees on having full disclosure to all clients regarding rentals of EV. I appreciate the apology and hope this brought an issue they can tackle before it gets out of hand.

Sincerely,

***************************
Customer Answer
Date: 06/14/2023
On or around March 31st, Hertz communicated to me that they would be giving me a full refund on my last rental from them. Hertz did communicate the the refund could take a few weeks to show up, however, its now been approximately 11 weeks. I would like to reopen my case on Hertz since I have not seen any reimbursement at this time.

Business Response
Date: 06/28/2023
Complaint ID: ********
RR#: 162901292

Please accept my sincere apology the promised refund of $642.12 was not completed as promised on 04/04/23. I have therefore issued a manual refund to your **** credit card ending in **** for the amount of $642.12. Please allow up to 7 business days for the refund to post to your account.
Initial Complaint
Date:03/31/2023
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 an electric vehicle from Hertz Mar ***** (rental record #*********). I was provided with the attached rental agreement. When I picked up the car, I was not informed by the representative of any requirements regarding a minimum battery charge or charging fees for the car. This information was also not provided in the rental agreement. There was no inspection of the car in my presence and documentation of battery charge level was not provided in the rental contract. Upon return of the vehicle, I was not provided with a receipt at the time of vehicle drop off. Instead I was informed that a receipt would be emailed to me. I was instructed to leave the keys in the car and that they would check it in without my presence. When I reviewed the receipt, I saw I was charged a $35 battery recharge fee. When I called customer service to discuss, they stated this was a standard fee. I explained that this fee was not disclosed to me in the rental contract or by the representative when picking up the car. I asked for a refund as I was not informed of this policy verbally or in writing and this was refused. I asked to speak with a supervisor and asked the supervisor for a copy of the rental contract outlining the recharging policy. The supervisor hung up on me. I called back and asked again for a supervisor and was hung up on. I believe that Hertz should refund this fee as it was not disclosed in the rental contract nor discussed with me at the time of pick-up. Had I known about the policy, I would have charged the vehicle prior to returning. Hertz sends out several videos regarding ** rentals prior to pick-up and none of these videos include information on their charging policy. Given that they purchased ******* **s and this is a significant part of their fleet, the ** charging fees should be disclosed in the rental contract as well as discussed with the renter at the time of car pick-up. Also, their customer service needs retraining as I was hung up on twice.
Business Response
Date: 04/05/2023
Complaint ID: ********
RR#: *********

Thank you for contacting us. We appreciate the opportunity to assist. Please accept my apology for any misunderstanding regarding the ** charging fee. In the interest of customer service I have issued a refund for this fee of $32.70 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: 04/06/2023

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:03/31/2023
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.
To whom it may concern:I am currently renting a vehicle from your ************* store near in ********, **. I have been talked to and treated very rudely. I have been nothing but cordial. The manager there has acted very annoyed with me because he does not like the fact that I past fault due to the fact I am not able to pay extended periods of time he says it is too much to do. I dont to ******** as well keeps me on hold to avoid speaking to me. She said when I tried to pay today that she could not find my number to call back. She kept me on hold 4:50-530 on Wednesday. I understand they closed at 5 and she went home I suspect and never realized she had me on hold thats how I know they dont care. I feel they are taking my money and pocketing it. I have definitely been over charged. When I ask ******* he cannot explain. I really need clarification how they keep just deducting money without telling me first. I ask for communication before they charge my account they said corporate does it. I had to change my card because I wasnt told that I was going to be charged an astronomical fee at the end. I called the 800 number to pay they cant help me leads me right back to rental store that is no help at all just charging me wrongfully I was told I could get State Farm discount an when o ask why its not they have. I answers but the. I wake up this morning and its charged. I called yesterday to pay snd no one could do it because they said they did not know why rate was wrong but still charged me. I came for help till my car is finished I do not deserve this treatment. I would hope my car is finished soon. The store is not professional ran. Please someone look charges the pending should match the charges end and they did not when I changed my card. Are they pocketing my money? No one has a answer!I still have pending charges from where I closed out 1st one and they havent dropped off.I feel I am being taken advantage of and I need resolution. This cannot keep happening.
Business Response
Date: 03/31/2023
BBB Complaint: ********
RR#H21480712

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

After thoroughly reviewing your rental, I can confirm that the location followed proper Hertz policy. Pending charges are authorized on the credit card on file systematically until the rental contract is extended or returned. Once the vehicle is returned and the contract is closed all pending holds are released and the customer is charged the final ********************** charges. Processing time may vary depending on your financial institution as they are responsible for releasing their funds back into their customers accounts. If all hold has not been released, we recommend contacting your financial institution directly.

Our records show you were billed $24.24 per day for an additional 26 days on your insurance replacement rental. Total charges after taxes and fees $821.058, all charges have been reviewed and are correct. Attached is a copy of your Signed Rental Agreement and final invoice for your review and records.
I regret the impression the employee left with your, please rest assured your concerns will be addressed internally.

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

Complaint: ********

I am rejecting this response because: I started renting from you on Friday January 27 @ a discounted rate of **** a day for coverage for ********************************* my coverage plan. This would make the return date February 21 but I was called by Hertz and told My coverage was up and had to pay more starting February 16th. I was told I would get a discounted rate 27 dollars sometimes 28 dollars I guess depending on who did it. I was never told before it was charged and it came out different amounts. I called several times and spoke to ******* but he said paying it daily was too much to remember and the system automatically does it. So it just randomly took payments. I needed to switch card considering this card had run to the **** This originally was not the Card even want to use, but the card reader wouldnt take the original card for some odd reason and ******* (Mgr)knew. However, I went to change cards in March 16 and this is when the amount was charged to me of ****** this says from day 1 at ***** and this is not correct. State Farm paid for 25 days and I did not even get the 25 days it also says It say nothing about the discount rate of **** (not sure of correct change if any on ****) for 25 days. This does not look correct to me and I feel was overcharged.

Sincerely,

***********************
Business Response
Date: 04/06/2023
This is in response to case#********.
The charges have been reviewed and are correct. 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.

Regards
Initial Complaint
Date:03/31/2023
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.
We bought our car in August 2022. We Obtained a check from our credit Union and paid Hertz car sales off in full. We are still waiting for the title on the car. The state rejected the title due to a milage discrepancy. We have been in contact with Hertz and the Hertz title office multiple times. No results in seven months. As a result of having no title for the car our credit union Navy Federal has changed our loan from a collateral loan to A signature loan resulting in a $100 a month payment increase. We have signed everything Hertz has asked us to trying to get our title. We would like to get the title so we can drive our car. We have used up all on our temporary tags from the state and also from the dealer.
Business Response
Date: 04/05/2023
Complaint ID: ********

I apologize for any inconvenience caused. Our Car Sales team has advised the title issue is now resolved and they contacted you today to advise you can go to the *** to obtain the plates.
Initial Complaint
Date:03/31/2023
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 put into a rental by Caliber collision. This rental was a shop pay and the representative from hertz required me to give them my debit card information for a deposit in order to take the rental. I advised this rental was a shop pay. Representative stated it didnt matter and I had to provide my card information. I returned my rental to shop and they stated they would get in contact with hertz to return rental vehicle. I have called Caliber collision for days now and they stated they already settled the rental with hertz. Hertz now is charging ************************************************* a resolution. They request I give call back and will not help. This is at the ********, ** location. Address: ********************************************. Extremely unhelpful- I just want my money back as Caliber paid for the rental vehicle and I am being charged daily. I received the rental on March 14th and returned this vehicle on the 17th.
Business Response
Date: 03/31/2023
BBB Complaint: ********
This is in response to ********************************
We apologize for the inconvenience you experienced. Upon receiving your complaint,we immediately reached out to the local management team for further review.
Per my discussion with the general manager, the return of the vehicle has been confirmed and contract is pending closed. Please know insurance replacement rental must go through the billing processing. You should not see any further charges and all pending holds will be released. If you have any further questions or concerns, please contact the location or your provider directly.
Thank you for contacting us.
Customer Answer
Date: 04/04/2023

Complaint: ********

I am rejecting this response because:

There are still two charges on hold that have not been released. I appreciate the response, but again your hertz general manager misinformed you on my situation. This was not a rental for an insurance claim. Caliber collision repaired my vehicle. At the time of pickup they realized that they lost my car keys. Caliber collision in forest park, ** put me in a rental vehicle with hertz due to the inconvenience of losing the keys to my vehicle. I returned the vehicle to Caliber collision at their request, as this reservation was supposed to be billed directly to *******. I returned the rental vehicle to caliber on March 17th. The manager from caliber advised he called Hertz in oak park to let them know the rental was returned to the shop and was ready for pick up. The manager of ******* also advised this was procedure as hertz has a nationwide contract with Caliber collision that facilitates with the drop-off/pickup procedures. The miscommunication came from the oak park Hertz location. They failed to contact ******* and advise they were short staffed and could not retrieve the rental. ***, *****, and ****, the manager of Caliber Collision, have all tried to help me get these charges cleared and can be contacted at ************. The assured me Caliber collision in Forest park, ** would front the full rental bill. Please contact them and reimburse my money.
Sincerely,

*******************************
Business Response
Date: 04/06/2023
This is regarding complaint#********
Thank you for reaching out us. I appreciate the opportunity to review your concerns.

Based on the information that was provided. The rental has been closed and all pending holds will be released.

I apologize for the inconvenience this has caused you.

Regards

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Hertz is NOT a BBB Accredited Business.