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

7,199 total complaints in the last 3 years.
1,722 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:03/13/2023
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.
4/27/22 Rented car from Hertz in Houston,TX. Within two hours of the rental pick up we were hit by a hit and run driver. Our Hertz rental could no longer be driven. I advised Hertz at the scene of the accident that I did not want to pick up a new rental car and to cancel my agreement for the hours/day left on the agreement. Hertz charged my Credit Cardf on 4.29.22 for the full amount of the rental. $171.49. My credit card insurance paid in full for the damage requested by Hertz for the rental car. Since October 2022 I have been trying to get Hertz to address a credit back to me for the rental charge or partial amount. They tell me every time I call they are looking into it but after 6 months cannot locate rental agreements in their system. I have sent copies of credit card charge to no avail. Rental # *********..Last time I called and spoke to corporate who told me to wait 5-7 more days to resolve. That was 2/21/23 and was the 5th time I called customer service.
Business Response
Date: 03/16/2023
Complaint ID: ********
RR#: *********

Thank you for contacting us. I apologize for the difficulties you have experienced while trying to get this matter resolved. Based on the accident date of 04/27/22 we can refund one day in the amount of $85.74. Because the rental is no longer in our system we will need to process a manual refund. Please call us at ************ with your credit card details so that the refund may be processed. Please reference our case number ******** when calling.
Initial Complaint
Date:03/13/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My Kia ********** paid for a rental for me while my truck was getting fixed for over two months. They work with hertz to give people while their cars in the shop . I rented from them I signed just an agreement of a 1$ hold on my card for incidentals and for showing ** using my own insurance . They gave me no paperwork . It wasnt the normal process I was used to . Being someone who has rented a lot of cars in the past always receive emails and receipts . I didnt get any of that . The ********** dropped my rental off at a different location then I picked up . They charged me 350$ for a cleaning fee . I own a cleaning business and stated that when I got the car that it wasnt big enough for my supplies . I had to use the back seat for my supplies . They tried to say I had pets in there , I dont own pets . Nor did I smoke which is the two things in their contract saying I could be charged for . Their story changed first it was damages and the way the car was returned then it was ****** dirty and pets . I wasnt told to vacumm the car . The inside was due to over two months of wear and tear of snow and rain and dirt . Nothing more then a good vac and wipe down which is what they do before each next renter . When I called and asked to speak to a manager she was completely rude said a few things that was not acceptable representing a business . I offered to come pick the vehicle back up to vacumm it out due to I cant pay 350$ for cleaning being needing vacummed but she claimed they sent it to the airport because it was in such horrible condition . Mind you someone hit me in the back of it when I first rented the car. I took pics got the lady info and filed a report with the location I picked it up from in the beginning . The place that the vehicle got dropped off to couldnt see any of that . Part of the charge is due to damages . This is horrible customer service and I want my 350$ refunded to me . I didnt break any rules . I didnt smoke or have a pet in the car.
Business Response
Date: 03/16/2023
Complaint ID: ********
RR#: Unknown

We would like the opportunity to respond to your message, but we are having difficulties locating a copy of your rental record; please provide the following information: 1. Rental agreement/record number. 2. Name of primary renter. 3. Beginning and ending dates of rental. 4. Location (city/state) of rental. Once we have the updated information we will be glad to assist you.
Customer Answer
Date: 03/17/2023
I got the message about you needing paper work from hertz . I received nothing from them no paper work no receipt no nothing . I got the vehicle through *** ********** because my truck needed a new transmission . The part was on international back order . So the warranty **** at *** got a rental car for me while my truck was waiting for the part . I had the rental for over two months . When I returned the rental I returned it to the ********** . Im not sure when they took it back but I didnt receive any receipt or any information until I saw a charge on my card that I did not authorize . . I have read a lot about hertz scamming people charging 400$ fee for smoking or pets and Im guessing thats what they are trying to do to me . I read the full contract online of expectations on when you have a rental through them it says nothing about because a car needs vacummed out bad they can charge you 400$ . It states you cant smoke or have pets . Which I had neither . It states actually to not have vehicle detailed cleaned . I will contact hertz I originally picked the car up from to see if they can provide me with any type of paperwork . Maybe they send paper work to the ********** since they paid for everything ?
Business Response
Date: 03/21/2023
Complaint ID: ********
RR#: Unknown

We would like the opportunity to respond to your message, but we are having difficulties locating your rental record; please provide the following information: 1. Name of primary renter. 2. Beginning and ending dates of rental. 3. Location of rental (city/state). Once we have the updated information we will be glad to assist you.
Initial Complaint
Date:03/13/2023
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 reserved a vehicle through my Uber app last week. Confirmed the amount would be for $265 plus a $200 refundable deposit. Today I call to check on overall price so I know how much to have available to process the order. After 9 transfers and 2 hours spent I got a hold of a representative from reservation department named ****. **** informed me the full amount due was $385.31. I asked twice again to make sure this amount included all charges including the deposit. ****** response "yes". I reached out to the local office because of the discrepancy in the amounts. The woman I spoke with at the Uber hertz rental location inside of a Pep boys in Brandon, FL told me that with all charges the amount would be $685! She also had no knowledge of an Uber discount or special rate. I spoke with a person from the reservation line again who is stating that the Uber hertz rate for the Tesla is $385 with discount. The Uber app clearly showed that the rate was $265. Today the amount has changed to $299 as shown in the Uber app. Not $385. I still have not received the correct amount that reflects current pricing or the amount I agreed to or the amount I was told last week (several times). No one knows what is going on or communicating with each other. When I mentioned that I was having these issues there wasn't even an apology for the inconveniences or confusion with changes in amounts. Something must be done about this!
Business Response
Date: 03/16/2023
Complaint ID: ********
Res#: ***********

I apologize for any inconvenience you experienced. A review of our records indicates the reservation was booked using a corporate discount that is a contract rate which is subject to change. The reservation estimated total was $385.31. At the time of pick up the amount on your credit card is the estimated total plus a $200.00 deposit held on your credit card.
Initial Complaint
Date:03/13/2023
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 rented a vehicle that was absolutely unsafe. The two rear tires were absolutely bald! I have photo documentation. I made several attempts to contact the rental location and no one ever answered. I was unable to use the rental due to adverse weather conditions. RR# *********
Business Response
Date: 03/15/2023
Complaint ID: ********
RR#: ********

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

I apologize for any inconvenience. The condition of the vehicle your received is a concern to us, our rentals should be properly cleaned and serviced before they are release to our customers. This feedback has been sent to our location Maintenance Manager for review. We encourage our customers if they encounter any difficulties, or is unhappy with the vehicle for any reason, while on rental,we ask that they contact the Hertz ************************** team to arrange for repair or exchange of the vehicle. After a thorough review no calls were made to the *** office for assistance regarding this matter.

I have issued a refund for $60.24 for the inconvenience this matter has caused you and as a gesture of our goodwill, please allow 5-7 business days for funds to post.

Thank you for contacting us
Initial Complaint
Date:03/13/2023
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.
MARCH 6, 2023_ HERTZ CHARGE ME $347.74 BUSINESS IS SUPPOSED THAT IS COMMITTED TO PROVIDE A TRUSTWORTHY SERVICE DISPUTE: ON MARCH 28, 2022, I AGREED WITH HERTZ TO DO AN EXTENSION OF 3-DAYS OF MY RENTAL CAR CONTRACT (ORIGINAL RESERVATION FEB24 MARCH 1, 2023) FOR $200.43 THROUGH THEIR WEBSITE. THEY FINALLY CHARGE ME WITHOUT AUTHORIZATION $347.74 ON MARCH 6. CALLED THEM TWICE = I WAS HARASSED BY THE CUSTOMER REPRESENTATIVES (2) EMAILED THEM= THEY KEEP SAYING THAT I CHANGED MY RESERVATION ON FEB 24, 2023, THAT'S WHY THEY RECALCULATE MY BILL. THEY CANNOT RECALCULATE ANYTHING BECAUSE, USING THEIR TERMS, IT WAS AN EXTENSION OF 3 DAYS PLUS WE AGREED (2 PROOFS SUBMITTED) THAT THE ***** WOULD BE $200.43. THEY MUST KEEP THE *****/RATE OF THE ORIGINAL RESERVATION (FEB24 MARCH 1, 2023). HERTZ DID NOT KEEP THEIR WORD EVEN THOUGH IT IS WRITTEN IN THEIR RECORDS AND MY BANK PROCESSED THE PAYMENT ON MY CREDIT CARD! HERTZ IS VERY UNPROFESSIONAL. MORE DETAILS AND A STATEMENT ATTACHED!
Business Response
Date: 03/16/2023
Complaint ID: ********
RR#: 153451056

We appreciate the opportunity to assist. A review of our records indicates the rental was extended on 02/24/23 to return on 03/04/23. The new rate quoted was $63.41 per day for the full 8 day rental. However, after a thorough review I have adjusted the rate to the initial weekly rate of $242.41 with an extra day rate of $34.66. Considering the adjustment, the refund to your credit card is $279.96. 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: 03/16/2023

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,

Begona ************************* *********
Initial Complaint
Date:03/13/2023
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.
On 2/11/23 I reserved a rental car with Hertz to be picked up on 2/14/23 at ******-***** Collusion Hle, *************************************************************. My reservation number is K4002780954. Upon arriving at the pickup location, a car was being washed at the entrance of the building. As I approached the counter, it was apparent that good customer service was lacking. After standing there for a few seconds, the Rep finally stopped what he was doing and asked; "can I help you." His facial expression was if he was looking at me with 3 heads. I told him who I was and showed him my reservations via my phone. He said I will have a Malibu available. I then asked if the car that was being washed right at the front door entrance was the Malibu rental for me? He said yes. I left the counter to look into the car and it was dirty. I asked if he had another full size car available and he said no. I then inquired as to if he had an economy car and he said no. The rudeness in his voice and his tone was over the top of insulting as a **************** Rep. ***** no car was ready for me to pickup, I politely asked the Hertz's Rep to cancel my reservations immediately before leaving the counter. He assured me that he had canceled it. He gave me a Hertz brochure with a number highlighted for me to call to get my refund of $87.90 added back to my credit card within 7 to 10 days. I left that Hertz's location WITHOUT a rental car. It has now been 26 days today 3/11/23. I spoke with a Hertz's Rep again toda about my $87.50 refund and again I got that same standard response; " you will receive your refund within 7 to 10 days", which will make it a total of 36 days, if Hertz honors it's refund commitment. I refuse to go another hour or day without filing a formal complaint. This is ridiculous and extremely lousy customer service for a first time customer.
Business Response
Date: 03/15/2023
Complaint ID: ********
Res ID: ***********

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

I understand that we were 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 to 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 provide more fleet availability.

Please be advised that I have processed a manual refund for $84.70, please allow up to 14 business days for funds to post.

Thank you for contacting us.
Initial Complaint
Date:03/13/2023
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.
Rental Record #********* I rented a car from March 10 to March 11.I was supposed to be charged $153.66 and instead was charged $182.93, including a $23.73 charge for gas even though I filled the tank completely up at a gas station that is less than three miles from the airport rental drop station (see my credit. card charge attached). No one is currently available to explain these charges to me despite multiple phone calls. I have been transferred to closed departments and my calls have been dropped.Aside from the fraudulent billing for gas, there is $5.54 in charges that are unexplained.I am seeking and adjustment of $29.27 in fraudulent charges.Also, although I did not report this on my return of the vehicle, there is a faint smell of smoke in the car. I do not smoke. I have seasonal allergies and a chronic cough, and this smoke smell was irritating to me. I was displeased with the quality of the vehicle for this reason. I am not currently seeking damages for this issue, although I do want to bring it to attention at this time.I would be open to a full refund as an alternative solution to this problem.
Business Response
Date: 03/14/2023
Complaint ID: ********
RR#: 160311465

This correspondence is being sent in response to a query made by *************************. Thank you for allowing us the opportunity to review your concerns.

I sincerely apologize for the inconvenience experienced with your final invoice billed for your *************************************************; Thank you for providing the screenshot from your account history confirming. I have issued a credit in the amount of $26.34 for the fuel charge and applicable taxes. This was issued back to the credit card on your account, please allow 5-7 business days for processing.

Please know we take all customer concerns seriously.
Customer Answer
Date: 03/16/2023

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:03/13/2023
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 charged my credit card $500 claiming there was smoke smell and ashes in the vehicle. I do not smoke nor does my spouse. There was zero smoking, by me, in the vehicle. They have refused to provide proof. I have asked for pictures of the ashes or any type of proof. I was hung up on by their corporate office when I asked to speak to a manager. While doing research I have found numerous articles about hertz making this false claim about many people just in the last week (look on ********* This seems to be a scam for a business who is loosing money.
Business Response
Date: 03/13/2023
Complaint ID: ********
RR#: *********

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

I regret any inconvenience that this matter has caused you. Upon receipt of your inquiry I proceeded to review your account and would like to confirm that a refund of $500.00 was processed, as gesture of our goodwill. Please allow 5-7 business days for funds to post.

Thank you for contacting us.
Customer Answer
Date: 03/14/2023

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:03/13/2023
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 reserved a rental using my gold status a week in advance 3/4, by pre-paying for said vehicle. This is according to the Hertz website "guarantee" my reservation with said vehicle. This is highlighted with a green banner on the app and website. On 3/10 manager of Hertz location contacted me at 330p shortly before closing stating they will not and do not even carry the reserved vehicle. No resolution was offered. Was advised to call ***********. Where after 2 hours there was no explanation or resolution given. On 3/11 Hertz claimed to process a return that will take 2 weeks, and does nothing for my need of the pickup date 3/13. Hertz took my money under the pretense of a guaranteed vehicle. This claim is obviously false as not only do the local branches take no responsibility for this claim but neither does corporate.
Business Response
Date: 03/15/2023
Complaint ID: ********
Res ID: ***********

This is in response to Maui Short.

I understand that our *******, ** 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 to 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 provide more fleet availability. Please be advised that the refund for your prepaid reservation has been refunded in full. Please allow 5-7 business days for processing

As an apology for this inconvenience, I will be sending you a certificate for your next rental with Hertz. We appreciate the time you took to share your feedback and look forward to seeing you on your next adventure.

Thank you for contacting us.
Initial Complaint
Date:03/13/2023
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 double billed by Hertz rental cars. I was quoted a price and then when I extended the rental for 3 days, via the app. I was told an additional 17 dollars for the rental. When looking at my statement I was charged over 669 dollars. In the app screenshot the receipt as was only supposed to be ****** total. Based on the 1 star review Hertz has on BBB why do they have an A rating? 90 percent of their customer base hates ********************** so much they only rent from them 1 to 2 times. Basically I want my 359 dollars back for the scam hertz is running.
Business Response
Date: 03/13/2023
Complaint ID: ********
RR#: 151090531

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

I regret any inconvenience that this matter has caused you. Upon receipt of your inquiry, I proceeded to review your account and would like to confirm that a refund of $130.66 was processed on 03/10/23, on average it takes 5-7 business days for funds to post.

Thank you for contacting us.
Customer Answer
Date: 03/14/2023

Complaint: 19584356

I am rejecting this response because:
in The above response Hertz did not provide as to why they are refunding ****** also can they not provide a reason no reciept for prepaid amount for the rental extension and/or a cost estimation. Which in this case is how they are able to charge me what ever they want upon my vehicle return. In their app it miss lead myself into thinking the extension of the rental would be 17 dollars more and did not send me anything to confirm the rate (email). It only showed in the app at the checkout screen. A reasonable person would not screenshot this nor would they think they would be charged more then the agree to 17 dollars. To any reasonable person this would be considered a highlight unethical business practice.

Sincerely,

*********************************
Business Response
Date: 03/16/2023
Complaint ID: ********
RR#: 151090531

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

I regret the confusion. Upon receipt of your inquiry, I proceeded to review your account and would like to confirm that a refund of $130.66 was processed on 03/10/23, this was done as a gesture of our goodwill. After further review and consideration, I refunded an additional $125.90, which brings us to the full refund amount of $256.56. This adjustment was processed to honor the original rate of $64.14 for the extended 3 days.

Thank you for contacting us.

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Hertz is NOT a BBB Accredited Business.