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.
1,732 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:03/09/2023
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.
Hello, I had left a jacket in my rental car value at $100. They are stating they do not have the jacket. They are ignoring my requests to search for the jacket.
Business Response
Date: 03/21/2023
Complaint ID: ********
********************** RR#: *********

This correspondence is being sent in response to a query made by *********************************. Thank you for allowing us the opportunity to review your concerns.
We regret any inconvenience you experienced regarding your lost jacket. Our procedures require that when items are found, they must be brought to a manager for proper identification and attempted return to the customer. The ********************** location in *************** conducted a search of the vehicle and of the Lost and Found inventory. Unfortunately, in this case, your jacket was not located. Although we can find no evidence to indicate that a theft occurred, the Hertz Area Manager at the *************** location has been notified of your concerns so this matter can be thoroughly reviewed. We are always concerned when customers lose personal items. However, in accordance with the Terms and Conditions of the rental agreement, Hertz is not responsible for personal property left in our vehicles. We regret any frustration caused.
Initial Complaint
Date:03/09/2023
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.
On 12/31/2022 I tried renting a vehicle from Hertz in ******, ********. I was told I was unable to rent a vehicle due to my license being used before and being placed on a No rent list. Id never rented from hertz before and was told to contact their fraud department (case *********). I contacted the fraud department on 01/03/2023 and was told to email Hertz fraud department. I emailed the fraud department on 01/03/2023 and havent had a response from Hertz. *** tried contacting via phone and email and there has been no response other than we have been experiencing a high number of complaints but no response to my issue.
Business Response
Date: 03/21/2023
Complaint ID: ********
This correspondence is being sent in response to *********************************. Thank you for allowing us the opportunity to review your concerns.
We apologize for any concern caused when your license was linked to a fraudulent **********************. We can confirm that our Fraud team has received this information and it has been documented that the rental was fraudulent. Unfortunately, since your license was flagged on a fraudulent ********************** it has been permanently placed on our Rental Suspensions list. This is to avoid the license being used on future fraudulent ***********************. In order to rent with Hertz, Dollar and Thrifty you will need to obtain a new license number through your local DMV offices. We also recommend filing a police report with your local authorities if you have not done so already.
We also want to assure you that we have notified appropriate management of this matter due to the fact a response was not received to you by our **************** team regarding your inquiry to our Fraud department.
Initial Complaint
Date:03/09/2023
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.
My daughters car (which I own) got totaled after being struck by a pickup truck on Thursday, March 2. My insurance company (TFMIC) got us a rental car from Hertz here in **********. (Confirmation Number: ***********) We picked up the car on Friday, March 3rd. My daughter was the sole driver of the car. I brought the car back to Hertz on Tuesday, March 7th. I even washed and vacuumed the car before returning it. A man went out to inspect the car. He came back in the office and asked another employee (a lady) to come out and look at it. They came back in the office and informed me that someone had been smoking in the car and that they were going to charge $400 to my credit card to have the car cleaned. I argued with them for a while telling them that no one smoked in the car. I even got my daughter on the phone to tell them. Then they said that they understood that $400 was a lot of money, but that they had another way to solve the problem. They pulled out a card that said, "DETAIL PLUS ************ ************************************* Coating." They told me to call him and that he could come over and detail the car if I paid $175 (in cash only). I had no choice. If I were to walk out, they were going to put $400 on my credit card. I called the man and then had to go to the bank and get $175. The man came over. The Hertz employees saw the man and told me to go outside and pay him the money. The man took the money and put it in his pocket and said that he was going to detail the car. I checked back with the Hertz employees and they told me I was free to go. I was given no receipt. I had a strong feeling that there was something "shady" going on. I have already filed a complaint with the Hertz company. My Hertz case number is ********. I have also talked with the insurance adjuster ********************* at ************ to suggest that TFMIC stop using Hertz. He is going to contact his superiors. I just want to get back my $175 and stop any more "funny business" from happening.
Business Response
Date: 03/29/2023
Complaint ID:
RR#: *********

Thank you for bringing this matter to our attention. This is no more acceptable to us than it is to you this will be addressed with the appropriate Hertz management for immediate corrective action. Please accept my sincere apology for your experience. We would like to refund the $175.00 to you. Please confirm if we can refund the amount to the Discover card on your rental account. If you prefer for the refund to be placed on a different card please call us at ************ and reference case number ********.
Customer Answer
Date: 04/08/2023

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:03/09/2023
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.
On 28 December 2022. Attached is the documentation of the vehicle damage prior to me receiving it. I requested that the damage be documented, despite the ****** agent saying it was already in their system. I informed the ********* drop off agent of the prior damage and gave them a copy of the damage report I had requested from ******. I would appreciate the consent harassment to stop immediately . At this point I have zero desire to rent with Hertz again; because of this type of behavior. Please let me know when you speak with Hertz and see in their system that this was documented. Thank you! *****
Business Response
Date: 03/13/2023
Complaint ID: ********
RR#: *********

Thank you for contacting us. 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.
Initial Complaint
Date:03/09/2023
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
***** Airlines and Hertz advertise a partnership for its Platinum Medallion members to obtain Presidents Circle status with Hertz. Hertz has not honored the status nor will take a call from me to fix. ***** has made several attempts as well to fix but has resorted to Hertz needing to fix the issue, not *****. *** even had an agent said it wont be looked at before my next trip on 3/14/2023 and that I should use another vendor... Hertz mistake will now cost me several thousand dollars to use someone else rather than honoring their arrangement with *****.
Business Response
Date: 03/13/2023
Complaint ID: ********

Thank you for contacting us. I apologize for any problems you have encountered while trying to ensure your President's ****** status is reflected on your account. I have made the necessary updates to your account and your status is President's ****** effective immediately.
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: 03/13/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and although it shouldn't have to go through BBB for a response from the business, I find that this resolution is satisfactory to me.

Sincerely,

***********************
Initial Complaint
Date:03/09/2023
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 my car to the ******* ********************* Airport location with a small amount of dirt in the trunk. I explained when returning that I was transporting a couple bags of potting soil and one bag broke open. Hertz charged be $400 for damage and cleaning. I was not notified or provided with a receipt or a reasonably detailed explanation of the charge. I discovered the charge on my credit card. They claim the trunk was full of dirt but I had my luggage in the trunk. Hertz confirmed that the car was rented a day later and not taken out of service. This charge is excessive and predatory. Hertz has refused to show me pictures or any evidence of damage. they simply claim they are within their rights per the agreement. I don't feel a $400 charge is in the spirit the rental agreement. rental agreement #********* rental location:Hertz ***** ************** *******, **, *****
Business Response
Date: 03/13/2023
Complaint ID: ********
RR#: *********

We have reviewed your rental charges specifically as it relates to the cleaning fee. While we completely understand a customer may not wash/vacuum the vehicle prior to return to remove normal road grime, etc. However, pet hair, trash, ashes, evidence of smoking, and other similar impurities require more time and detail to remove. In such instances,Hertz will assess a cleaning fee. The rental charges have been reviewed and have been deemed valid. Our **************** team reviewed the cleaning fee with the local management and they agreed to remove $250.00 from the cleaning fee. Therefore, a refund of $250.00 was processed on 03/10/23 but can take it 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: 03/13/2023

Complaint: ********

I am rejecting this response because:
The contract clearly states that hertz can only charge the actual cost of cleaning. It does not cost $150 to vacuum a trunk. Hertz has already admitted that it did not cost the original charge of $400. I request proof of actual cost, including actual time and materials as well as pictures. Any reasonable person would not agree it does not cost $400 or even $150 to vacuum a trunk.
Sincerely,

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

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

As stated on the signed rental agreement provided at the time of the rental, The customer is responsible for all cleaning fees per our terms and conditions Return: Section 3 subsection (B) If the car requires more than Hertz standard cleaning on its return, Hertz may charge you for the actual costs incurred by Hertz to have the car cleaned, as our vehicle are sent to be cleaned professionally.

After careful review and consideration, I must respectfully decline your request for a reduced rate. Based on the attached Signed Rental Agreement these charges were agreed upon and valid. Company receipts are considered confidential and we are not required to provide any internal information to our customers. 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.

Thank you for contacting us.
Customer Answer
Date: 03/16/2023

Complaint: ********

I am rejecting this response because:
The actual cost of cleaning a *********** is not $400. Please provide proof of actual cost. I received this picture from hertz. Also, hertz incorrectly stated the fuel was full. Here is proof that it wasnt. Hertz has knowingly provided false information
Sincerely,

****** ***
Initial Complaint
Date:03/09/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On or around February 17, 2023, Hertz charged my credit card $152.84; however, I did not rent a vehicle in February 2023. Approximately one (1) month ago, a Hertz representative communicated that they would launch an investigation into this charge as I did not rent a vehicle in February 2023. I contacted Hertz again today, March 8, 2023, and was told that the charge is from a rental that occurred between September and November of 2022. My insurance company and I have paid in full for the rental in question.
Business Response
Date: 03/23/2023
Complaint ID: ********
RR#: H17817752/A17817752

A review of our records indicates payment was not received from the 3rd party, therefore, per the rental terms and conditions (see page 5 of your attached signed rental agreement) the charges were transferred to you. I apologize for any misunderstanding.
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:03/08/2023
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 am a hertz presidents circle gold member. member#********.i was hit by the pandemic and unable to travel recently.hertz went and expired my points and free rental day certificate, sometime after November 2022.I am a loyal Hertz member, and through our corporate program, the business has rented many many vehicles.tried calling the 800#, and they tell me "to rent again on paid reservation, and then we'll try to have the points reinstated".This is unfair.
Business Response
Date: 03/21/2023
Complaint ID: ********
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 frustration caused by our Gold Rewards Terms & Conditions. At the time of your enrollment on 12/28/2020 you were required to accept the Gold Rewards Terms & Conditions which outlined that Rewards Points will expire without a qualifying rental activity within an 18-month rolling period. Our records show that since your enrollment, you have completed 1 rental which was dated on 01/07/2021 under RR# 658114413. In addition, our Terms & Conditions also outline that in order to maintain your President's ****** Tier status, you must meet the President's ****** qualifications each calendar year which includes 15 rentals or $3,000 in base revenue spent year-to-date (between January 1 - December 31).
In regards to the beginning of the year 2020 when the Covid-19 Pandemic restricted travel, we offered all customers a courtesy extension of their Gold Rewards Points and Tier Status through 12/31/2021 when travel restrictions had been lifted in accordance with local and national laws. This benefit was extended to your account points balance and Tier Status.

However, based on the above information, we must respectfully decline your request for an extension of your Gold Rewards points. In order to consider an extension, a qualifying rental must take place and be completed. While we understand this is not the desired outcome, we consider this matter as being fully addressed. Thank you for allowing us the opportunity to review your concerns and provide a response.
Customer Answer
Date: 03/21/2023

Complaint: 19558096

I am rejecting this response because: This is unacceptable, to penalize me. I was unable to travel due to the pandemic. I will hope to travel soon.
pls be considerate as everyones situation is unique.

Sincerely,

*******************
Business Response
Date: 03/22/2023
Complaint ID: ********

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:03/08/2023
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 July 21, 2022 my wife and I rented a car from Hertz at the ******** ******* airport. The car we reserved was not available. It was to cost ********. As the car was not available we were given a smaller vehicle at a reduced cost of ******. We paid for the car and had no issues. I later received a charge for 1.124.11 on my credit card. This was in addition to the ******. I contacted hertz however they did not call me back. I then refuted the charges through my credit card. The charges were reversed as they were not owed. Months later I received a bill on the mail from hertz for ********. As instructed on the bill, I wrote and mailed hertz a letter showing that the charges were erroneous and they we had paid what was owed. Over the next several months we received multiple bills. Each time I called and emailed hertz. They assured me verbally and in writing that our bill was for ****** and that it was paid. We are now receiving collection calls stating that we owe the ********, which we do not owe. I am writing as we need your help to stop these collection calls, ensure our credit scores are not impacted, and finally resolve the matter. Thank you.
Business Response
Date: 03/27/2023
Complaint ID: ********
********************** RR#: L79036856

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 confusion caused regarding the collections notice received for the disputed amount of your prepayment. When your rental vehicle was exchanged, this exchange took place at our branch in ********* this branch is an independently owned and operated licensee franchise location. Therefore, they are unable to alter a corporate contract. Therefore, when the vehicle was exchanged they had to close out the original contract and start a new contract through their offices. When this occurred, unfortunately, your prepayment was not attached to the new rental and you incurred the charges of $877.86 through the licensee in addition to the prepayment made.
Since this was a billing error due to the exchange taking place at a licensee, you are not being held responsible for the balance of $1124.11. We have notified our ********************** of this matter and will ensure contact is ceased regarding this balance owed. This process may take up to 5-7 business days and within that time you may receive further notices, please disregard these notifications if so. Thank you for reaching out to us and for allowing us to provide assistance.
Customer Answer
Date: 03/27/2023

Better Business Bureau:

I greatly appreciate your help resolving this matter! 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:03/08/2023
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 2022 a economy car from ********* Airport for 1 day and dropped off at ****************** airport on the same day on 2/2/2023. Drove about 200 miles ONLY on the highway.. They didn't have economy vehicle and agent offered me 2022 Dodge Charger. When I checked out the car it was parked outside , agent did not assist me to go over the car to make sure it is good. I walked around, there was no damage. It was full tank of gas. I drove the car to ******* Airport with my 85 years old mom and dropped it off. Agent came who checked the vehicle and gas level and she told me I was good to go. After 21 days later, I received an interesting call from Hertz , accusing me damaging the car and sent me an invoice of $8100. I explained to them over and over, i did not damage the car, I didn't hit anything or run over anything . I declined the insurance , my credit card has collusion coverage. I can easily file a claim with my credit card company but I dont want Herts to get away with this. I am getting deceived and SCAMMED by Hertz. I wanted camera recording when i returned ************** clearly checked me out and told me I was good to go. She did not check under the car Neither I did when I picked up the car. I this issue to be escalated. I am being scammed by Hertz.
Business Response
Date: 03/21/2023
Complaint ID: ********
********************** RR#: *********
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 caused regarding the damage claim filed on your rental. Upon receipt of your inquiry, we immediately reached out to our *************************** team for their further review and assistance. We have since received their response confirming the damage claim has been closed and you will not be held responsible for the damages to the vehicle.
Customer Answer
Date: 03/21/2023

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,

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

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Hertz is NOT a BBB Accredited Business.