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

7,187 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:02/28/2023
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.
Rented a car which was involved in an accident. The vehicle lost control in rain due to ******** maintenance. Tires worn in rear, with less tread than front.Insurance covered and paid hertz for damage. Hertz claims not all coverded. Hertz is claiming all damaged car is driver fault. Improperly maintained vehicle caused accident, so its hertz fault.
Business Response
Date: 03/06/2023
Complaint ID: ********

I apologize for any misunderstanding regarding the claim. I have reviewed the claim with our management team in our ****************** They have advised they have now closed the claim and will not longer attempt to collect.
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:02/28/2023
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.
Hi,I have made a reservation to rent a car with HERTZ per confirmation number K1823701256 to pickup car on July 09,2022 at Hertz ******* Airport Location. Hertz's team has denied renting the car stating reason unknown and asked me to contact rental suspension team on phone number *************. I contacted Hertz rental suspension team and an email was sent. A case reference number ******** was generated by Hertz. They have put me on permanent suspension, unfortunately, I will no longer be able to rent from Hertz, Dollar, or Thrifty. I am asking Hertz to provide proper reason and its evidence for my permanent suspension. They are not providing proper reason and its evidence in suspending me in renting a car. Please help me to resolve the issue with Hertz and for clearance of permanent suspension with them.
Business Response
Date: 03/02/2023
Complaint ID: ********

Thank you for your inquiry. Please be advised your rental privileges are permanently suspended due to you allowing an unauthorized person to drive a vehicle you previously rented which was also involved in an accident. Again, this is a permanent status.
Initial Complaint
Date:02/28/2023
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.
Rental record: *********, one way rental, $158.13 I was offered this rental car (Chevrolet trax) which had a very heavy smoking smell. the car was 2019 model with 58k miles on it and I didnt feel comfortable taking it on a long drive. I mentioned these to the agent and asked for another car, but the agent didnt offer any other car. The asked me to go to other locations to try my luck there. They were borderline rude in their response as well. I had no option but to rent the same car as I had to be at the destination location that evening. I drove most of the route (400 miles) with the windows down to handle the smoky smell. I was traveling with a pregnant woman and my daughter and this was essential. I am a gold member and have rented with hertz before, but never experienced such low quality rental cars and customer service.
Business Response
Date: 03/02/2023
Complaint ID: ********
RR#: 151482063

Please accept my sincere apology for the condition of the vehicle you were provided. We always want to provide quality vehicles to our customers and we appreciate you letting us know of your experience. As a gesture of our apology I have provided you ***** gold points to your Hertz account to use towards future free days.
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: 03/10/2023

Complaint: 19502788

I am rejecting this response because:
Driving in a smoke filled car was a big issue for my family especially with my 2 year old daughter. I would also like the charges to be reversed, as this is not the type of service I expect from a company like hertz.

Sincerely,

******* Pant
Business Response
Date: 03/13/2023
Complaint ID: ********
RR#: 151482063

In the interest of customer service I have provided a 50% refund in the amount of $79.07 to your credit card. We respectfully decline your request for a full refund as you had use of the vehicle for the full rental period.
Customer Answer
Date: 03/13/2023

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,

******* Pant
Initial Complaint
Date:02/27/2023
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 called hertz in ******** and talked to ******************************** and made sure they would have the vehicle I requested for the next week that was pet friendly and could go off road because I live off-road, ******* said yes it would be ready next week when they picked me up at ******************** when I dropped my Wrangler off to get repaired, well Hertz picked me up the next week and we went to Hertz to sign the rental papers and I told the hertz driver that I was concerned with the vehicle he picked me up in and he told me to talk to ****** in the office and she would take care of it, she said there was no note from ******* about my request and I explained to her that I have pets and I live off road and she said I could not take it off-road but then decided I could, she was a witch, so I said Ill just try another place. She said nobody has a four-wheel-drive that youve requested. We only have it, so I decided OK I just gotta get it. I have to go back and pick my friend up and a little girl I was babysitting and one of my dogs, they were still at ******************** waiting for me and then she goes on to say that and if I put my pet in the car Im gonna be charged $400, I didnt understand I shouldnt have signed the paperwork but I had no choice she knew I was at her mercy because ******* wasnt there and left no note, *** called hertz billing and they wont help either and wont even take my complaint so I hope you can help, they now said theyre gonna turn me over to collections for the remainder of the amount and I want my money backThank you *****
Business Response
Date: 03/02/2023
This is in response to **********************

Hertz thoroughly reviews every customer's inquiry, and I will be happy to investigate yours once I have received the information needed to do so. Please provide a nine-digit rental agreement number or the eleven-digit reservation confirmation number starting with the letter K.

Thank you for contacting us.
Customer Answer
Date: 03/04/2023
Rental agreement no: H20353723
Business Response
Date: 03/10/2023
Complaint ID: ********
RR#: H20353723

Thank you for allowing us to review and respond. We reviewed this matter with our management team in ********, **. They have advised you stated at pick up that you had to use a dirt road to get home. You then mentioned you would have dogs in the car. The representative explained you would need to be sure to clean the vehicle before returning the vehicle because if there was an animal hair in the vehicle when you returned there would be a charge of $400.00. When you returned the vehicle it was noted there was animal hair in the vehicle. You were given the option to go vacuum the hair from the vehicle or you would be charged a $400.00 cleaning fee. While we completely understand a customer may not wash/vacuum the vehicle prior to return to remove normal road grime, etc. However, animal hair 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. Although this is not the preferred resolution, it is our hope that you will understand our position in this matter
Customer Answer
Date: 03/10/2023

Complaint: 19507397

I am rejecting this response because:

Sincerely, *********************

I asked if I could vacuum what little dog hair was in it with their vacuum and they said NO the vehicle needed to be cleaned professionally because people that rent it next may be allergic to the pet hair, I waited there and tried everything for hours and I think ****** and ******* are two crooks who need to be fired!!!
Business Response
Date: 03/17/2023
Complaint ID: ********
RR#: H20353723

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

After further review and consideration, we have proceeded with writing off the remaining balance of $200.34, as a gesture of our goodwill. There is no further payment owed to us.

Thank you for contacting us.
Customer Answer
Date: 03/22/2023

Complaint: 19507397

I am rejecting this response because:
I was charged $566.00 when I returned the car that I requested a week earlier for pick up with ******* to be pet proof and it was not, I should only be paying the rental fee and nothing else so I should have a credit comingSincerely,

*********************
Initial Complaint
Date:02/27/2023
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.
I reserved a car manager special for $48. When I got to the counter they told me they didnt have a manager special car. Then ended up making me pay another higher price with the most expensive insurance. I rented a car for 3 days. I lost 2 full days due to the problem that arises from renting the car. Hertz rented me a car with 4 defective tires. The two front wheels had wires sticking out on the inside part of the tireS. They only refunded me one day. I would like a full refund due to me almost losing my life when driving their rental car. I left a message with the manager and to this day, ** still waiting for a call back. Please help!
Business Response
Date: 03/02/2023
This is in response to ****************,

Hertz thoroughly reviews every customer's inquiry, and I will be happy to investigate yours once I have received the information needed to do so. Please provide a nine-digit rental agreement number or the eleven-digit reservation confirmation number starting with the letter K.

Thank you for contacting us.
Customer Answer
Date: 03/03/2023
#K2562868972
Business Response
Date: 03/14/2023
Complaint ID: ********
RR#: L15016396

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

At Hertz, we aim to provide the highest level of service before, during and after a rental. I appreciate the time you have spent in reporting this to us. I apologize for the condition of the rental you received; this is concerning to us as well due to the high standards of cleanliness we stand by as a brand. All Hertz vehicles are to be properly cleaned,serviced, and in good mechanical condition before being released for rental. We always want to provide quality vehicles to our customers and certainly appreciate you letting us know of your experience. Your comments have been forwarded to the Area Manager for internal review and any corrective action deemed necessary.

After my review of our records I can confirm the location issued 50% off your rental. Please see the attached updated invoice for your review and records.

Please know that we take all customer concerns seriously.
Customer Answer
Date: 03/15/2023

Complaint: 19420466

I am rejecting this response because: My life is not worth 50% off the rental. I almost lost my life when the tire exploded. I called the roadside assistance (from HERTZ) and no help was rendered, the number on the forms kept hanging up. Caltrans and highway patrol were the ones to help me change the tire.
After reaching my destination very late, I could not use the rental car. I lost all and the following Saturday then that *********** tome wasted trying to reach someone to get another rental. I request a full refund.

Sincerely,

***********************
Business Response
Date: 03/17/2023
Complaint ID: ********
RR#: L15016396

I apologize you are not satisfied with the resolution provided by the local team. In the interest of customer service we would like to refund an additional $100.00 to your credit card. Because the rental location is privately owned we don't have access to your credit card details. Please call us at ************ and reference case number ******** so that we may process the refund.
Customer Answer
Date: 03/20/2023

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 will be calling HERTZ for the refund, if any problem arises I will inform BBB. Thank you!

Sincerely,

***********************
Initial Complaint
Date:02/27/2023
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 was traveling for business on the company card. The General ******** Hertz ran my card and said it was declined. No big deal, call CITi talk to business, perhaps its a fraud check.CITi, while Im there says they arent seeing a transaction. I advise them to try it again. They say even if it went through, they dont touch cards for 24hours after they decline. Of course, CITI never sees any transactions. Just a bunch of racist middle American trash playing games.No policy exists or you can forget my business. If I deign to give it back. So much for Presidents Circle!Confirmation: K4092740496CNTR
Business Response
Date: 03/07/2023
Complaint ID: ********
RES#: K4092740496

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 any inconvenience experienced.I am especially concerned you believe you were treated in a discriminatory manner/this matter was racially motivated. We consider any complaint of possible discrimination to be a very serious matter. Hertz/Dollar has a long-standing, very strict policy of non-discrimination and our employees are well aware that discrimination of any kind will not be tolerated.

Regrettably, when a credit card is declined the credit card company does not give us any details on why it was declined. Additionally, the counter agent was correct in informing it is Hertz policy that we are unable to run that same credit card again until a 24hr period. Please be assured this was not done with discrimination.
Customer Answer
Date: 03/07/2023

Complaint: 19502541

I am rejecting this response because:
A policy that is only enforced in a discriminatory manor is still discrimination.
I have never had a 24 hold on any vehicle I have rented. I do not see the policy written on any documentation or TOS. I do not accept your response.
Sincerely,

*****************************************
Business Response
Date: 03/08/2023
Complaint ID: ********
RES#: K4092740496

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

While I understand your frustrations regarding this matter, there was no case of discrimination regarding this matter. It has been a standing policy at all our rental facilities if the amount needed to secure a rental cannot be collected that day we cannot run the provided form of payment for 24 hours. I am sorry for any inconvenience this may have caused you.
Thank you for contacting us.
Initial Complaint
Date:02/27/2023
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 recently rented a car from Hertz, which I picked up on February 17 from the Hertz location at ***************************** in ************** (***) and dropped off the next day in *******. I drove my personal vehicle to the airport, originally intending to fly to ******* that day (the 17th), but my flight was delayed, so I decided to drive. Upon arriving in the area of the airport parking garage controlled by Hertz personnel, I told them I would be returning on the 20th, and asked them where I should park my personal vehicle. I was ushered by a Hertz worker to an unmarked spot in that same garage area controlled by Hertz, and instructed to park there.When I returned on the 20th, my vehicle was not there. I learned from the Hertz workers and the towing company that Hertz had called the towing company on the 18th and requested that they tow my vehicle, which they did. It cost me over $600 to get my car back the next day. It also cost me two taxi rides home that night (one for me, and one for my wife and kids, who had taken a separate flight arriving shortly after mine) and an Uber ride the next day to obtain my vehicle.It is possible that this was an honest mistake by Hertz based on their failure to internally communicate that they had invited and instructed me to park where I did. I hope it is not something more sinister, such as a pattern or practice of inducing people to park in places they control and then getting them towed in exchange for a piece of the towing company's action. But I cannot be sure. Either way, Hertz should fully reimburse me for the expense and inconvenience they caused me and my family. I would accept a refund or credit of the full amount I had to pay to retrieve my vehicle plus the three taxi/Uber rides, which is approximately $700.
Business Response
Date: 03/09/2023
Complaint ID: ********
RR#: 149676052

We have reviewed this matter with our management team at ***. They have advised before entering the garage there is a clear sign that states that no personal vehicle or taxi is allowed inside the garage, only rental vehicles. They have also advised when you drove in you were instructed by a manager that you cannot park/leave your vehicle inside our return section, you then apparently spoke to someone else that was not a Hertz employee about leaving your car as all Hertz employees are aware of the policy.
As we don't allow personal vehicles to be left in the garage the vehicle was towed. Considering this information we respectfully decline your request for reimbursement.
Initial Complaint
Date:02/27/2023
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.
Tried to use my points to book a Hertz reservation and points were deducted but reservation was not made. This equates to theft of over $500. Called Presidents circle as I have their top status and was told to call another department and wasn't their problem. From Hertz Date Type Description Rental Agreement Points Feb 26, 2023 Reward Redemption 1 Free Weekly Rental N/A *****
Business Response
Date: 03/02/2023
Complaint ID: ********

Please accept my sincere apology for any misunderstanding regarding your Hertz Gold points. A review of your Hertz account indicates there was a glitch when you booked your reservation on 02/26/23, however the points were corrected same day and reinstated. The points were then deducted (*****) for your reservation K4151538439 which is scheduled for March 10, 2023.
Initial Complaint
Date:02/27/2023
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.
Prepaid rental on February 8th for a vehicle, $117.02. Vehicle picked up on location on February 18th, 2023 1pm. Vehicle returned February 19th, 2023 at ****pm. Vehicle was checked in by attendant. I did not receive my emailed bill, instead I have been billed 100$ daily from Hertz. I have contacted Hertz corporate over a dozen times and am told there is nothing that can be done, the location has not closed out the rental. They continue to state they have emailed the location manager to resolve this. I was given a contact number for Hertz *****************. I have called over 100 time with no answer. To date I have been billed an additional 800$ by Hertz.
Business Response
Date: 02/28/2023
BBB Case #: 19499982
RA #: 150264111

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

I can confirm your contract has been closed out and an invoice emailed to you. Any holds placed have been released on our end. We apologize for this delay with this being closed out.

Thank you for contacting us.
Customer Answer
Date: 02/28/2023

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:02/27/2023
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.
I was directly lied to by Hertz, resulting in me sleeping at the airport. As a result of my flight being delayed by two hours, I would have landed in ****** one hour past closing time. Hertz told me not to worry, they had my flight information and a representative would be waiting for me. In fact, I was guaranteed that someone would be there with my rental car... However, when I arrived, there was nobody waiting for me, and other passengers on the same flight were told the same lie as me. As a result, my wife and I slept in the airport. The staff were completely unapologetic and even tried to convince me to pay for an upgrade when I got my car the next morning. The company denied all responsibility and blamed the fact that I called the **** number rather than their local store for the problem. In spite of this, I tried calling the local store but never got through. My booking could have been made with ***** which was still available when I landed for reservations only, but I was stuck with Hertz based on lies. Today I am seeking at least a partial refund for the disruption and lies. My reservation number was: ***********
Business Response
Date: 03/07/2023
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.

I sincerely apologize for the inconvenience experienced. Please be assured your concerns have been forwarded to the appropriate management for internal review and any corrective action needed.

I have issued a 50% credit in the amount of $47.83 back to the credit card on your account. Please allow 5-7 business days for processing.

Please know that we take all customer concerns seriously.
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,

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

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Hertz is NOT a BBB Accredited Business.