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

7,213 total complaints in the last 3 years.
1,727 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:03/22/2023
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 returned a rental on 3/9/2023 because of charges they wanted to add on saying I opted in on. I did not opt in when getting the rental & somehow the charges appeared twice at $49 each. If I had opted in for the extra fee then it would have been added when I first started the rental in February but charges did not take place until 3/2/2023 & 3/9/2023. When I called to speak with a hertz representative they just wanted to give me the run around & say I needed to contact **** in order to see why the charge was added. Fast forward to me returning the car 3/9/2023 & I have not used the lyft app but somehow accrued more fees 3/9/2023 of $42. I called the Hertz location & the representative did not want to help me solve the issue as to why I was still being charged a fee of some sort when I did not have the vehicle anymore. I did contact **** & the chat representatives told me that the charges are handled by Hertz as they have nothing to do with the extra fee being assessed. I cant talk to anyone because there is no live reps to talk to. Only via email or chat. I need help because I cannot keep paying these myseterious charges for a vehicle I no longer use or app(lyft) Im not driving with. Ive attached two screenshots of the 2 different times I was charged extra fees.
Business Response
Date: 03/23/2023
Complaint ID: ********
RR#: 148955251

Thank you for contacting us. A review of our records indicates Loss Damage Waiver was accepted at the inception of your rental at $6.99 per day. This is charged for the full duration of your rental.
As indicated on the screenshot you provided the other charge is related to toll charges incurred during your rental period.
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: 03/23/2023

Complaint: 19632049

I am rejecting this response because there was never an agreement to the extra coverage fee for insurance. They keep telling me I accepted the extra fee for insurance but I never agreed to it. I was charged 2 times for this randomly not the whole duration of the rental because I denied acceptance of it when asked the first & second time. Im not accepting that they say I agreed to it when I know 100% that I did not. Are there cameras in ********* because I know if the camera footage was pulled it will clearly show & show verbatim that I denied the extra coverage for insurance. This is their response easily because they dont want to do their jobs & just push it off as I opted in.

Sincerely,

*************************
Business Response
Date: 03/24/2023
Complaint ID: ********
RR#: 148955251

We rely on the signed rental agreement to verify your acceptance and understanding of your charges. While I understand this is not the outcome you were anticipating, I hope you will respect our position on this matter as we consider it having been fully addressed.
Initial Complaint
Date:03/22/2023
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.
We reserved a car from MIA **** (k2793482481),Received confirmation and text we would be picked up at the **** on 3/9 after our cruise at 8am. my son has a condition under *** and has spent the last 3 months in hospitals and facilities to be able to join us on this vacation. Stress can make him decline quickly. After waiting a long time with no hertz in site, I called Hertz to be told that location closed and they didnt have a car for us. The employee offered no assistance and hung up. At this point, Im stressed as we have no car, no idea where to go to get a Hertz car and my son is rapidly declining due to the stress. I got an Uber to the air**** and walked a mile to Hertz rental. They then tried to charge me a higher rate and I refused. They then said I would have gas included and not to fill the gas. My son never recovered from the stress and spent the rest of vacation depressed and sleeping most of the time. When I returned the car, the employee wouldnt acknowledge my gas question and charged me $100 for the gas and walked off (rr#*********). I called Hertz gold CS and explained the situation including my son and was told the $100 would be refunded. I called today as the refund has not occurred but they charged me $30 for additional fees and they told me the location refused to refund me for the gas. Hertz Has not apologized for the trauma my son with a disability endured, the extra fee I incurred to get an expensive Uber to the air**** to get a car and only continue to charge me more money. I never should have been charged the full rental rate due to their error and never should have been charged gas. This company only cares to charge as much money as possible and have no remorse or regard for ethical business or how their mistakes have a negative effect on someone with a disability. Not one employee at Hertz has shown any remorse at all for the mistake they made, the additional fees they keep Charging me or the trauma they caused my son.
Business Response
Date: 03/23/2023
Complaint ID: ********
RR#: 159605891

Please accept my sincere apology for the problems caused with your rental. Please rest assured this matter will be addressed with the appropriate Hertz management. I have issued a refund for the fuel in the amount of $115.55. Please allow up to 7 business days for the refund to post to your account.
In regards to the additional charge of $30.29, please be advised this charge is for tolls and an administrative fee as outlined in the terms and conditions of page 4-5 of your rental agreement. Attached is your toll invoice.
I sincerely regret your rental experience with Hertz did not meet with the high standards of service we strive to maintain. As a service oriented company, we rely on customer feedback to help us maintain and improve our service performance standards.
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: 03/23/2023

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:03/22/2023
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.
I booked an Electric Car from Hertz at the ********* Airport because I could charge the car for free where I was staying I booked several weeks in advance from 1/14/23 to 1/21/23. When I got there they did not have one so they said if I would take a regular car they would give me free gas. I even confirmed this. When I was leaving they wrote on my receipt:Fuel level is empty per **************** # **** *********** Vehicle. I only used about a 1/2 a tank of gas. I thought everything was ok until I looked at my Credit Card when I got home I got charged ***** for gas and they refuse to refund the money. I have tried to call several times and cant seem to get to a live person. All they seem to care about is renting you a car. I also tried to reverse the charge through AMX and uploaded a copy of the receipt where they wrote: Fuel Level Empty per ***** but they refuse to give me a credit. My rental record # is *********. Very disappointed in Hertz
Business Response
Date: 03/23/2023
Complaint ID: ********
RR#: 124468820

Please accept my sincere apology for any inconvenience caused. I have issued a refund of $82.32 to your credit card for the fuel charge. Please allow up to 7 business days for the refund to post to your account.
Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.
Initial Complaint
Date:03/22/2023
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.
The rental record number is *********. The rental was from 11/1/2211/5/22. When I booked the car online, it said my total amount due was $647.43 and that additional charges may be added for drivers under 25, which I am, I called them and asked how much extra, and they said $19 per day for the underage fee. Once I arrived to pick up the car, they told me I had to have their extra insurance and roadside assistance because I was under 25, even though I was covered under my own insurance and roadside assistance. With that, it doubled my total to $1,267.00, including my refundable deposit. Under distress and being in a different state by myself, I was forced to sign the agreement. Once I calmed down at the hotel, I called Hertz on 11/1/22 on getting the insurance refund, the man I spoke to on the phone told me to call back once I returned the car to get the money back because if I have my own insurance I would not need theirs, and I wanted him to make note that I called so that no issues would arise, and he assured me that since their phone calls are recorded, it will automatically be noted. Once I called back on 11/7/23, they told me that they could not refund me the money. Then I asked to speak to a manager, and they told me they would call me back, which they never did. So I disputed the charge with my bank, and Hertz never responded to the dispute, but I was still receiving bills in the mail from them so I called again on 2/7/23 at 11:52 a.m. and relayed to them that I had disputed this charge, and they had failed to respond, and that I would not be paying this, and the person on the phone hung up on me. Now they have sent the amount that I was credited, which was $219.90, to collections. I felt taken advantage of and felt stranded in a different state without a car. It was never made aware that I had to have this insurance with them to rent a car, and when I called it was only $19 extra per day. I just want the $219.90 to go away. I have already paid the $1,066.97.
Business Response
Date: 03/23/2023
Complaint ID: ********
RR#: 982547764

Thank you for contacting us. Please accept my sincere apology for your experience. It is never our intention to present these options in an unacceptable manner. We have reviewed the call you placed on 11/01/22 and confirmed you were advised the insurances would be refunded when you returned the vehicle. Based on this information I have advised our Collections team to close the collection claim of $219.90 and no longer attempt to collect.
We apologize again for any misunderstanding or inconvenient caused.
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: 03/23/2023

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:03/22/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Rented car in *****, HA . *********, there was no-one to check out the car before or after rental. I did this rental for work and there was a loss damage waiver included. I found out later they had removed the damage waiver . Then weeks later they say there was damage to the car and want to collect money. They don't show me what the damage is so I know it's even legit. The car had all kinds of damage before renting it . I did not cause any damage or have any occur while renting. They should be held accountable for this and people should know they will remove loss damage waiver without telling you.
Business Response
Date: 03/27/2023
Complaint ID: ********
RR#: *********

Upon receipt of your inquiry, we immediately reached out to our ***************** Offices for their further review and assistance. We have since received their response and confirmation that the damage claim is being closed at this time and you will not be held liable for the damage claim. With this in mind, you should not receive any further correspondence related to this matter.
Thank you for allowing me to review and assist.
Initial Complaint
Date:03/22/2023
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.
On 2/18/23 I rented a car from the ********************. My rental record number is *********. I'm not even sure where to begin as far as the horrific service we were given overall but my main issue is the deceptive practice we encountered while adding an additional driver. I asked while picking up my vehicle 'what is involved in adding an additional driver, price, etc.?' on a whim. I do most of the driving anyway but figured I'd inquire about it while I was there. I was told 'we only need the license that is all'. They took my husbands license and asked what our relationship was. Then asked him to sign a signature pad to add himself. Then asked me to sign that 'I am adding an additional driver', mind you I can't see what I am signing, it's just a signature pad. Never once was told there would be an additional fee. I was only told my initial fee in the beginning. If I had been told I would not have added him. We got our car (there were a few more issues involved as well) and shortly after I received an email that there was an updated rental agreement with an addition fee of $175.10. I was traveling until the following day when I arrived at my destination I emailed them to inquire about the charge, not knowing what it was. I was emailed back by the Senior Operations Manager of the branch who didn't actually answer any of my concerns and then refused to reply to my follow up emails. I wanted to at that point have my husband removed as we had only had the car for 2 of our 14 days and didn't need him to be an additional driver if there was a fee involved. I have had several phone calls, emails, chats all with no response at all or saying 'well you signed for it' so basically you have to pay. That is DECEPTIVE and PREDATORY, not telling someone there is an additional charge then not allowing them to see what they are signing. The woman I spoke to at customer service said that is not normal practice, so why am I being charged when it was on them and their bad employee.
Business Response
Date: 03/23/2023
Complaint ID: ********
RR#: *********

Thank you for contacting us. It is never our intention to present option items/charges in an unacceptable manner. Please accept my sincere apology for your experience. We will share your feedback with the appropriate management for immediate corrective action. Considering this, I have issued a refund of $218.40 to your credit card. Please allow up to 7 business days for the refund to post toy our account.
Please also keep in mind it is important to view your rental agreement prior to leaving the rental location to ensure you are in agreement with the charges listed.
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: 03/26/2023

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:03/22/2023
Type:Product 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 made reservation with Priceline for a car rental on February 27, 2023 for March 10 to March 17th at the rate of ******. (************ I arrived at Hertz on the 10th and realized I was being charged 307.72,(L ******* 1) when I advised the rep she overcharged me, I was told I would have to wait until I returned the vehicle before it could be changed, but she was very nice. I took the vehicle at 10am on March 10th, at 7:42 I called the ************** number to report the tire light came on, I was told to put air in the tire and it would go off. I put air in the tire, light didnt go off. Called back was told I must not have enough air, check the door and make sure I have the psi from the door, and make sure all the tires have the same amount. Did it again, light still would not go off. Called back, was told it was fine, sometimes it takes driving it for a while for it to go off.When ahead, left for my trip. Light never went off, kept having to stop to check the tire at 2 dollars every time I stopped. On Saturday called 8 times trying to get help, and tried the live chat several times with several times they would take over 45 minutes or the next day to respond. I was even told that someone would call me and they never did. I ended up for the whole week having to check the tires, not a good trip.
Business Response
Date: 03/28/2023
Complaint ID: ********
RR#: *********

Please accept my sincere apology for the difficulties you experienced during your rental and the lack of assistance from our Roadside team. Please rest assured this matter will be addressed with the appropriate management for corrective action. As a gesture of our apology I am mailing you a $50.00 rental certificate to use towards a future rental. Please allow 7 - 10 days to receive the certificate in the mail.
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: 03/29/2023

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:03/21/2023
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.
Car Rental, overcharged me for my rental. I prepaid through Priceline. When I stood in line for over an hour to check in to get my rental, I was then charged an additional $364.21. The clerk said absolutely nothing about the additional charges when we finally were able to get our car, we were told it was a hold for incidentals. I read on the internet this happens all the time from Hertz. Then they tried to charge me for fuel when we fueled the car up prior to returning. I blame upper management for not training their employees good enough or not supervising them enough to be competent and not s**** their customers. My confirmation # was K4212415747. I paid $888.16 on 3/6.
Business Response
Date: 03/23/2023
Complaint ID: ********
RR#: 161351466

Thank you for contacting us. I apologize for the wait upon your arrival. Please accept my sincere apology for any misunderstanding regarding your charges. A review of our records indicates you accepted Loss Damage Waiver (***) at the inception of your rental. As we are unable to substantiate a verbal conversation we rely on the signed rental agreement to verify your understanding and acceptance of your charges. While you did accept the *** and had any damage occurred Hertz would have taken responsibility, in the interest of customer service I have issued a refund for 50% refund of the *** in the amount of $165.87. 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: 03/23/2023

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:03/21/2023
Type:Product 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 vehicle from Hertz. I later determined that the vehicle had an oil leak. After putting oil in the car over the weekend, I exchanged the vehicle, but was treated horribly at ***************, where the vehicle was exchanged. In addition the exchange had no gas in it. To add insult to injury, I missed a day at work because I was dealing with the exchange. I was told, over the phone, that I would be compensated for my troubles, but I was told that I couldnt get anything in writing for 2 days. The problem is, that in 2 days, no one will remember authorizing compensation, and there wont be any notes on the account.
Business Response
Date: 03/23/2023
Complaint ID: ********
RR#: 159741466

Please accept my sincere apology for any inconvenient you experienced with your recent rental. A review of our records indicates our Customer Relations team agreed to refund 50% of your rental charges. The refund was processed today 03/23/23 for the amount of $314.99. Please allow up to 7 business days for the refund to post to your account.
Thank you for sharing your experience with us. Please rest assured this matter will be addressed with the appropriate Hertz management for immediate corrective action.
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: 03/23/2023

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:03/21/2023
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.
I prepaid for a rental of a Tesla model Y from Jan. ***** 2023 at Hertz at the ****************** Airport. I checked in ahead of time and was confirmed that the Model Y would be ready when I arrived. Upon arrival I was told they did not have any Model Y's available. They offered me a downgrade to a Tesla model III. I asked if I would be refunded the difference in price and was told I would have to contact customer service after the **********************. I agreed and took the Model III. After the rental I contacted customer service on 2/1/23. I was told I would receive a refund of $96.98 within **** business days. No refund was received. I called back on 2/20/23 and was told I would receive the refund within **** business days and was given case # ********. On 2/24/23 I received a refund of $45.51. I called again on 2/24/23 to find out why the amount of the refund was wrong. I was told that it would be 2 separate refunds because I had pre-paid. I was told the additional $51.47 would be received within **** business days. After not receiving anything by 3/11/23 I called again. I was told it had been "escalated" and I would receive the $51.47 no later than 3/21/23. As of today 3/21/23 I still have not received the $51.47. I do not think that Hertz intends to pay me the remainder of the refund. The rental record number is ********* and the case number is ********. The rental was returned to ****************** Airport on 1/27/23. I'm seeking the $51.47 they have said repeatedly they owe me.
Business Response
Date: 03/22/2023
Complaint ID: ********
RR#: 128563481

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

Thank you for allowing me the opportunity to address your concerns. Please be advised that I have processed a refund for the remaining amount due of $51.47, I apologize for the delay. Please allow up to 7 business days for funds to post.

Thank you for contacting us.

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Hertz is NOT a BBB Accredited Business.