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

7,187 total complaints in the last 3 years.
1,721 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:02/24/2023
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 am filing this complaint on Hertz Vehicle rental, reference vehicle record number *********. The vehicle was rented in ************** ********. I rented a vehicle from hertz on January 26 2022, but called roadside assistance on the February 4th 2023 due to the vehicle having mechanical issues(faulty brakes). I called roadside assistance and they sent me a tow truck case number **********. The vehicle has been in their possession since the 4th of February but I am still getting charged. They have charged me $954 dollars, since the vehicle has been returned till date. I call everyday but nothing seems to have been done, I have been hung up on, ignored, rudely disrespected for no reason. I have been charged overdraft fees by my bank, for their incompetence. I would like a full refund of the extra charges and an apology.
Business Response
Date: 02/28/2023
BBB Case 19458392
RA No: 129644410

This is a response to *******************

I apologize for the inconveniences you experienced as a result of the extra day charges. I have received confirmation that you have worked with our customer service team who was able to resolve the matter with you directly and issue a refund of $237.90 to the card on file.

Thank you for contacting us.
Initial Complaint
Date:02/24/2023
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.
In March 2022 I rented a car from Hertz via the Uber rental program. The rental record number is ********* and was initiated on 3/8/22 at Uber **********************. I fell behind on the payments and in early January 2023 the vehicle was repossessed in *********** ********** while I was out of town. It was repossessed at the address ********************************************************. I had several personal items in the vehicle and have been trying to locate/retrieve them for over one month now. On 1/18/23 I submitted a lost and found request via the Hertz website. I have followed up via email and phone 10 times in the last month and no one has responded. I need to know where my items are located so that I can pick them up. I had prescription medication in the vehicle that I need ASAP, as well as the rest of my items. Please have someone contact me ASAP at ************. I am attaching pictures of the rental contract for your reference. Thank you.
Business Response
Date: 03/10/2023
BBB Case 19457907
RA No: 408428215

This is a response to ****************

I apologize for the items lost in the repossession of the vehicle and the difficulties you have experienced trying to regain your property. The property pulled from the vehicle is currently stored with ************ in *********, **.You can claim your property by contacting the agency at ************ and scheduling a redemption appointment. No property list is available, as the vehicle and property are in ********** which has strict privacy laws preventing ** from viewing the property inside of the vehicle or the property lists.

Thank you for contacting us.
Initial Complaint
Date:02/24/2023
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 February 2, 2023 at 15:08, I returned a rental car to Hertz location at *** (Maui) airport (Rental #*********). On that same day, I was emailed a receipt that provided information from my rental, including that the car was returned full.Immediately prior to returning the vehicle, I had filled the gas in the vehicle- less than 3 miles away.Several weeks later I received a letter in the mail (Dated February 9) and postmarked February 10th (over a week after I returned the rental). Indicating: "Hertz audited your recent rental charges. When the vehicle was serviced for the next rental, ***** gallons of gas were needed to refuel the vehicle. As it was not returned with a full tank, we have updated your rental charges and applied a Fuel and Service Charge of $97.35 to the credit or debit card provided as your final form of payment. This charge will appear on a future card statement. This charge did not appear until 2/22 (3 weeks after the rental).I called the ***** number on the letter to explain the situation to them- only to be led through a series of automated messages which informed me to upload the information to the website.---I went to the website, and there was no option to "upload documents"- only to send an email- which I did.The following day (2/23/2022), I received an email requesting to send supporting documents. At that time, I sent Hertz the receipt, from Hertz showing that the vehicle was returned full; and I received another email from Hertz indicating that they wanted the receipt from the store. When I provided that receipt, i received another response indicating that I would receive a response in 5-7 business days.Attached is 1. The letter I received from Hertz 2. The receipt I received from Hertz, the day I returned the vehicle showing the tank was full.3. the envelope showing the letter was not post marked for over a week after I returned the vehicle 4. The gas receipt used to fill up my vehicle immediately before returning it.
Business Response
Date: 02/27/2023
BBB Case 19457616
RA No: 128503992

This is a response to ************************************

I have received confirmation you worked with our **************** team regarding the requested refund for the fuel charge, and they resolved the matter with you directly, providing a refund of $97.35.

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

Complaint: 19457616

I am rejecting this response because:

It does not demonstrate how Hertz will prevent this same situation from happening to other people in the future.
When credit card information is provided to businesses, it is assumed the business will not charge the customer for charges that are not applicable. A customer should not be falsely accused of not filling up the tank based off an audit that occurred over a week after the rental was returned and after the customer received a receipt (from *********************** showing the vehicle was returned full.
I will accept the response once Hertz has demonstrated to me that they will not continue to do "audits" that result in deceptively, unfairly, and inappropriately charging customers.

Sincerely,

************************************
Business Response
Date: 03/06/2023
Complaint ID: ********
RR#: 128503992

I sincerely apologize for the billing error related to your rental. As a service oriented company, we rely on customer feedback to help us maintain and improve our service performance standards. The information you have provided is very important to us,since it tells us how our various locations are doing and where improvements are needed. Please be assured your comments will be shared with the appropriate Hertz management for immediate corrective action and training.
Customer Answer
Date: 03/06/2023

Complaint: 19457616

I am rejecting this response because:
It does not explain how I will be sure that this does not happen the next time I rent a car from Hertz

Sincerely,

************************************
Initial Complaint
Date:02/24/2023
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 a Hertz car 12/8-10/2022 as a Gold Plus member to attend a funeral and paid in advance.I contacted Hertz Roadside assistance on 12/10/2022 because I had locked myself out of car in ********, **, and lost the keys, which apparently fell out of my pocket during a long walk. The call # was **********. The operator could locate the car by GPS but not keys. I looked again, walking miles, but could not find keys. I had a flight to catch at ***, so I called back to confirm the car would need a tow, which I was told I'd be billed for, about $100 for the tow and some similar charge to replace the keys. At the airport, I got a call from the towing company that they were on the way. I assumed this had been taken care of, and I would be billed for that.Suddenly in January (around January 19?) I received two calls that Hertz didnt know where the car wasdid I still have it? I told the story, gave the roadside case number, etc. Without any update, I noticed a charge on my *********** card for $2,300 +. Apparently Hertz found the car but claimed I had it rented for 41 days. CorrectionI had it rented for two days. Hertz lost it for the remainder of the time. I emailed Hertz customer service and told the story again on a survey. No one has followed up.I have documentation of my case: emails to Hertz that went unanswered and a phone log of call to and from my cellphone on December 10, 2022, the day I locked myself out of the car.
Business Response
Date: 03/16/2023
Complaint ID: ********
********************** RR#: 108853404

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

I apologize for the inconvenience that this matter has caused you. After further review I have confirmed That $1894.17 has been reversed and a balance of $420.00 is due for the tow/ lost key charge. Please contact our billing department at ************ to assist with making this payment.

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

Complaint: 19457389

I am rejecting this response because:
This is close to my desired outcome, but
1) When I dial the number provided by the Hertz billing department, a recorded voice says, "Sorry," and the call cuts off. I have tried this three times with the same result. I am not able to actually reach Hertz about the money the company would like me to pay for the keys and tow.
2) I checked my credit card through which I made the payment, and there is no credit showing. I have little confidence that Hertz will actually make good on its offer, so I would like to see the refund.
3) I would like an invoice for the charge of the keys and the tow. I also think a reduction in those charges is appropriate in that this "inconvenience" has cost me time and money--time petitioning my credit card (twice) and then the BBB and the ******* Attorney General and money in the $1,800 I had to withdraw from savings in order to cover the $1,800 overcharge and try to avoid credit card fees.
I very much appreciate the BBB's intervention.
Sincerely,

***************************
Business Response
Date: 03/17/2023
Complaint ID: ********
RR#: 108853404

Please accept my sincere apology for any inconvenience. A review of our records indicates the vehicle was towed on 12/10/22 by our ***************** however you were incorrectly charged. Please confirm we can process the refund to the **** ending in 7828.
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: 03/20/2023

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.
AS LONG AS HERTZ ACTUALLY FOLLOWS THROUGH!
As mentioned in my previous response 1) I have yet to see a refund, 2) I need an invoice, and 3) I find "inconvenience" a whitewash of an $1800+ overcharge that has forced me to file complaints in multiple places and cash out savings.
I value the option to reopen this complaint if Hertz does not do as promised.

Sincerely,

***************************
Initial Complaint
Date:02/24/2023
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.
We placed an order with Hertz online( supposed to pickup at ************************************************* *****). The confirmation number is ***********. When I went to the local office after recieved the confirmation number through SMS, I was told that there was no car available ( not even this specific store, but also all ********** branches.) I wasted my time and lost the opportunity to rent car from other providers and we have to take Uber all the vacation week. We had spent extra $400 without the confirmed rental car. We would like to get $400 back because Hertz oversold and failed to provide the car they promosed.
Business Response
Date: 02/27/2023
Complaint ID: ********
Res#: ***********

I sincerely apologize for the inconvenience experienced when we were unable to honor your reservation. Although our reservation system is designed to provide a vehicle at the time and place requested, situations can sometimes develop that prevent us from honoring a reservation. Normally our inventory of vehicles is more than enough to meet confirmed reservations; however, on occasion, customers do not return vehicles as expected, and the resulting shortages cannot be overcome immediately.
As a gesture of apology we would like to mail you a rental certificate to use towards a future rental. Please provide your mailing address.
Customer Answer
Date: 02/28/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. I would like to accept the solution only if the promised rental certificate could be used to ************ online. ( some users reported Hertz send certificate only used to pay after the car rental with price much higher than market level
My mailing address is ************************************************* 02420

Sincerely,

*** ****
Initial Complaint
Date:02/24/2023
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.
rented a car from the ****************** location. upon leaving the facility, the shuttle bus driver closed the door on my body. I yelled out, he opened the door, looked at me and immediately closed the door on me again, injuring my arm. the bus was not full and my juvenile son entered the bus in front of me. Fortunately the driver did not close the door on his body as the injury to him would have been worse than it was to me. I called customer service who assured me they would contact the appropriate department and they would contact me that day. It has been 48 hours and still no response. my arm is not getting better and i need to speak with someone at Hertz. I have President's ****** status. Clearly that means nothing. My next outreach might have to be to legal counsel.
Business Response
Date: 02/28/2023
Complaint ID: ********
Res#: 149289206

Please accept my sincere apology for this incident. I have forwarded the information to our ****************** They will contact you directly to address/assist. Please allow up to 3 business days.
Initial Complaint
Date:02/24/2023
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 am a Five Star Gold member and I'd rented from Hertz several times before. I had a reservation K3721835205 on Trip.com for 1/31/2023-2/4/2023 from Hertz's *** location for **$158.27 total. On 1/31, my flight from ****** was cancelled due to winter storm and after learning the fact I call their office ************ to inform them at 3:49 PM CST. This was several hours before my original scheduled pick up time. I spoke with an agent over the phone for 16 minutes, and she informed me that Hertz will keep my reservation until the next day, and that my new daily rate would be "CFM RATE AP1L ***** PDY INCLUDES TAXES FEES LDW," which was documented in the "Comments" section of the email she subsequently sent me. This should have came out to $136.98 total. However, when I went to pick up the car at the location, an associate took my *********** card and my card was swiped before she casually mentioned my total was changed to $204.57. I was very surprised so I pulled out my phone and showed her the confirmation email I got from Hertz the previous day, which clearly stated the daily rate would be $***** and that includes taxes, fees, and loss damage waiver. Despite my repeated requests, they refused to fix the pricing at the spot and instead lied to me. The associates told me to just pick a car from the lot, and they promised me they'll fix the pricing later. I was late for my AirBnb check-in and it was almost midnight so I took their words for it. But by the time I returned my car, I was still overcharged. In the end I was charged $184.57, much higher than the original reservation $158.27 or the new rate ($*****/day or $136.98 total) I was told over the phone. Since then, I had contacted their corporate office several times via email but they kept saying I was confused. NO, HERTZ! You are pulling a bait and switch on me and not honoring your end of the contract. No other rental companies I've rented from would handle a flight delay like this. Refund me the difference!
Business Response
Date: 02/27/2023
Complaint ID: ********
RR#: 142381971

Thank you for contacting us. Please accept my sincere apologies for the problems you have encountered with this rental. I have reviewed the details of the reservation and can confirm the rate charged is incorrect. Therefore, I have adjusted the daily rate to $46.55 and issued a refund of $64.92 to your credit card. Please allow up to 7 business days for the refund to post to your account.
Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.
Customer Answer
Date: 02/27/2023

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:02/23/2023
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 about 7/3/2022, I got into a car accident and initiated a claim with my insurance (State Farm). There was a delay in finding a body repair shop that could repair my vehicle. On 7/13/2022, I rented a vehicle through Hertz (rental agreement: H16352431) per my insurance coverage. I had two rental vehicles from 7/13/2022 to 8/10/2022, all through the same agreement.I later received a bill for $208.59, stating it was for tolls during the rental period. Which is ridiculously high. I have had SunPass subscription for over a decade and have a transponder that was moved from my original vehicle to the rentals. Additionally, I was never advised of the fees that I would be charged for any tolls. The attached document shows fees totally over 3/4 the amount.
Business Response
Date: 02/27/2023
Complaint ID: ********
RR#: H16352431

Thank you for contacting us. Please accept our sincere apology for any misunderstanding of the toll and administrative fee assessed on your recently completed rental. If our toll pass option is declined, the renter is assessed an administrative fee of $5.95 per usage day in addition to the cost of the toll. Our toll and administrative fee policies are included on the agreement provided at the beginning of each rental (see attached page 3). Please provide your toll transponder invoice showing the tolls charged on your transponder so that we may review with our Toll Processor for duplicates.
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: 02/27/2023

Complaint: 19451823

I am rejecting this response because:
I made sure to have my transponder with me but for some reason, I have no transactions on my SunPass during that period because of the automatic process of the rental car transponder being charged.
I am prepared to pay the total of the tolls I assessed. As for the admin and collections fees, I should not be charged.

Sincerely,

***********************
Business Response
Date: 03/02/2023
Complaint ID: ********
RR#: H16352431

You were correctly charged in accordance to our terms and conditions as it relates to tolls. Due to this we respectfully decline your request for an adjustment.
Customer Answer
Date: 03/02/2023

Complaint: 19451823

I am rejecting this response because:
At no time was it mentioned that I would automatically be enrolled in your ridiculous toll program. Thats why you you put it in fine print, its a a scam!!
I would never CHOOSE to participate in your toll program when I already have SUNPASS.
You clearly are practicing some form of a scheme with this business.

Sincerely,

***********************
Initial Complaint
Date:02/23/2023
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 rented a car over the internet on Jan 09 2023 for Jan 30 2023 through Feb 06 2023. I paid $408.07 with my bank card. I got unlimited mileage. When I picked the car up. The person at the counter told me I would get $200 back when I dropped the car off. I dropped the car off at the correct time with a full tank of gas and washed the car and vacuumed it leaving a small spot of sand by the gas cap lever. I photographed the inside and outside of the car. (I've had this scam happen before) I was charged $408.07 on my bank card and ****** on my Discover card that I gave the attendant. I was also charged $10.49 for tolls. I contacted Hertz on their internet site and the response said they charged me correctly. They overcharged me $459.82. This is not right at all. I am determined to stop these big companies from overcharging a person. They will do it as long as they get away with it. I am a former law enforcement Detective. I've seen this many times in my career.
Business Response
Date: 02/27/2023
Complaint ID: ********
RR#: 141354021

In response to your query please be advised you prepaid your rental. Upon your arrival to the rental counter you accepted Loss Damage Waiver (LDW) which resulted in an additional charge of $259.82 (see attached signed rental agreement). Per our rental terms and conditions the credit card was authorized the estimated total of $259.82 plus $200.00 ($460.00 authorized at pick up). When the vehicle was returned the charge of $259.82 and the $200.00 was released.
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: 03/01/2023

Complaint: 19424661

I am rejecting this response because:
Per Hertz, the ****** and ****** was released. I never received that money back. I prepaid for the vehicle then Hertz took additional money from my Discover card. I returned the car on time and took photos because this type of thing happens too much with companies.
Sincerely,

*****************************
Business Response
Date: 03/06/2023
Complaint ID: ********
RR#: 141354021

My apologies as the previous response should have stated that when you returned the vehicle the amount of $259.82 was charged and the $200.00 authorization was released. You prepaid $408.07 for a 7 day rental, the charge of $259.82 was for the Loss Damage Waiver (LDW) you accepted at the rental counter.
If the $200.00 authorization is still on your account you will need to contact your financial institution for assistance.
Initial Complaint
Date:02/23/2023
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 7/2/22, I rented a car from Hertz. When I picked the car up, I was told that I had to get insurance for the car. I told the representative that I didn't need their coverage as my individual auto-insurance policy covers rental cars. They argued that insurance policies on personal cars don't cover rental cars. He was insistent and wouldn't let us take the car until we paid for their insurance. I paid for the insurance, assuming that the representative knew better than I.While on vacation, I didn't have access to contact my own insurance provider. I returned the car on 7/5/22 and promptly contacted my insurance. I discovered that my policy does cover rentals and so I didn't need to purchase coverage through Hertz. I immediately contacted Hertz and informed them. I was told on multiple occasions that the company was in error and I would get a refund. In each instance, the refund never came and I was told that it was stopped by accounting which said the charge was valid.Because the company refused to issue my refund which they agreed I should be getting, I filed a dispute with my credit card *** They researched the issue and contacted Hertz, giving them the opportunity to provide evidence supporting the charge. The credit card decided in my favor that the charge wasn't justified and I was issued a refund.After failing to provide the credit card *** with proof of the charge's validity, Hertz came after me to get this money back. I have called Hertz many times in the past months about these bills they keep sending me. I've been told by multiple representatives that I don't owe anything. Despite this, I kept getting bills but was told that my case was being escalated in Nov. to figure it out. The bills kept coming and on subsequent calls I was told that the balance was written off and I didn't need to worry about my account going to collections because I didn't owe anything. Despite this, Hertz has recently hired a debt collector to pursue this money.
Business Response
Date: 03/01/2023
Complaint ID: ********
RR#: 937405323

Thank you for allowing us to review and respond. A review of our records indicates you were sent emails on both 07/29/22 and 08/01/22 advising you signed and agreed to the optional insurance and no refund was warranted. Please provide the email/documentation stating you were advised otherwise.

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Hertz is NOT a BBB Accredited Business.