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.
1,723 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:02/13/2023
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.
I booked my rental with Hertz through Expedia. I was charged $100.16 from expedia and was expected to pay $54.17 at the rental counter once I arrived. Hertz instead charged me ****** sneaking a insurance coverage I didnt agree too into the fee. My insurance policy covers rental vehicles so I never in my life have agreed to extra coverage. I demand a refund of the difference $93.39. The reservation number is K3670731676. The associate never broke down the fees for what I was paying so I figured it was all incedentals and would fall off once the rental was returned.
Business Response
Date: 02/15/2023
Complaint ID: ********
RR#: 140327445

Please accept my sincere apology for any misunderstanding regarding the charge for Loss Damage Waiver (***). In the interest of customer service I have issued a refund for the *** in the amount of $92.40. 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: 02/16/2023

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:02/13/2023
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 am writing regarding Rental Agreement No: *********, as I have been unable after many attempt to speak with someone by phone and clarify the situation regarding this reservation. ** brief summary, on 1/22/23 I returned a vehicle after less than 48 hours of rental but in my haste to catch the shuttle to the airport, forgot to leave the key in the vehicle. The shuttle infotainment system announced to return any forgotten keys to driver and I noticed still had mine and gave the key to the driver for him to return. In summary, since then I've initiatied and investigation into the whereabouts of the returned key, have received conflicting information from customer service reps, have twice "escalated" the matter and am at present in receipt of a mailed bill outlining $1725 Misc charge, $2500 key charge and a random $2000 credit, despite many many attempt to speak with and clarify the matter with a real person who has knowledge and ability to resolve the matter. Attached is my expanded summary of events
Business Response
Date: 02/15/2023
Complaint ID: ********
RR#: 127273860

Thank you for allowing us to review and respond. A review of our records indicates you called on 01/25/23 to dispute the cost of $2500.00 for the key charge. The representative provided you a refund of $2000.00 on 01/25/23 as well. On 02/02/23 our ********************** noted the charge of $2500.00 was never collected by Hertz and only $275.00 was collected. Due to this, you received a refund of $2000.00 that Hertz never collected, therefore the amount is owed to Hertz. I apologize for any misunderstanding.
Customer Answer
Date: 02/15/2023

Complaint: 19395468

I am rejecting this response because: Hertz is still acting unilaterally without providing any explanation or update to my inquiry regarding the missing returned key. If the key was returned, why am I therefore still liable for $500 charge? If it wasn't returned, what is the $2000 credit for other than tacit admission that their arbitrary charge of $2500 is exorbitantly inflated. In either case, why am I liable for $500 for a key I in good faith made my best effort to return immediately after departing the rental agency on the provided shuttle??? I am grateful that Hertz recognizes the absurdity of their charges but still am dissatisfied with the lack of transparency and zero effort at having a dialogue about this situation. If the roles were reversed and I decided to charge them $1,000,000 for wasting my time and providing zero customer service to me, but then in my benevolence decide to drop that hassle fee to just $1000, they'd not accept it as valid or with merit. I have not had my questions answered about the key I returned, the status of the investigation or the validity or basis for their charges, regardless of what credits were issued or not. When I spoke with the agent on the phone I was told the balance had been credited, yes, but I wasn't made aware that this was to be sent in the form of a refund to my credit card. Also, in reviewing the charges, where is the additional charge of $275 reflected anywhere in your invoice or records regarding this account and why is this amount chosen and why is that insufficient if now you are claiming my out-the-door responsibility is $500 total? None of your company's interactions, including this response here on BBB has even the slightest semblance of coherent, logical progression. Just random actions and random numbers, none of which addressing my questions and concerns. Please try harder and have someone with some sort of authority call me at ************ so I can get to the bottom of this and find out what happened to the key I returned by the recommended means for those who found themselves in the situation I did on my way to the airport immediately after leaving the rental agency.

Sincerely,

***************************
Initial Complaint
Date:02/13/2023
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.
I had a Hertz vehicle rental from 12/1/2022 to 2/1/2023, rental record # *********. I was billed the correct amount for the rental itself. During my rental, I incurred highway tolls using the ** pass transponder provided in the vehicle, expecting that I would be billed accordingly for the toll usage and applicable fees. In my past experience, my toll billing for a multi-month Hertz rental would be around $100-$200. However, yesterday I received an email from Hertz stating: "Our records indicate you declined the PlatePass All-Inclusive tolling option at the start of your rental, but during your rental you activated the transponder device affixed to the car windshield and incurred tolls. As a result, the card used for your Hertz rental was charged the cost of the PlatePass All-Inclusive rate as applicable to your rental period", with a charge of $1,169.55 on my credit card (in addition to my already-paid rental cost). This is unacceptable given that it is roughly 10x the usual cost of toll usage for a rental vehicle for me in 1-2 months. It is not proper policy, per my rental agreement, the official policies on the Hertz website, and *********** law. My rental agreement states: "For rentals throughout the ****, including ******: The amount of the service fee which You will be charged if Hertz or ATS is required to pay for such an infraction or toll occurrence is up to $42.00 per toll occurrence or citation". Additionally, the policy per Hertz.com reads: "If PlatePass is used to pay a toll, you will be charged for tolls incurred at the applicable tolling authority's highest undiscounted rate, plus the convenience fee set forth on your rental record. If you decline the optional PlatePass All-***************** at the start of the rental period, but still use electronic toll roads and/or bridges during the rental period (including cashless or all electronic toll roads and bridges, as noted above), you will be liable for and we will charge you: (a) all tolls incurred for such use (at the highest, undiscounted applicable toll rate); (b) a $9.99 usage day fee; and (c) all other applicable toll charges or fees, if any". In any event, the amount that I should be charged would be much less than the $1,169.55 charge. It is improper, unethical, and does not line up with the policies that are outlined.
Business Response
Date: 02/15/2023
Complaint ID: ********
RR#: 105519805

Thank you for contacting us. We appreciate the opportunity to assist. Please accept my apology for any misunderstanding regarding the toll charges. I have advised our Toll Processor to provide you the opt-out rate at $81.45, which will provide you a refund of $1,088.10 to your credit card. Please allow up to 10 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: 02/16/2023

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. I thank you very much for your assistance in this matter.

Sincerely,

*************************
Initial Complaint
Date:02/13/2023
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.
On Feb 3rd this year, I reserved a car on Hertz website. CONFIRMATION# K3931148256. After the reservation, they sent me a confirmation email stating amount Due at Time of Rental: $284.75 USD which had all the details including all the taxes. But when I picked the car, they added two additional charges $35 for fuel which I had accepted and $47.21 additional taxes which were not shown in my booking. When I complained, the manager on duty told me that they would adjust it when I return the car. When I returned the car, a different manager told me that this happens all the time and the Hertz corporate people are misleading people showing lower rate and then when they pick up the car, they add previously not shown taxes. He told me to call Hertz and start a dispute. Now both Hertz at the airport and Hertz corporate pointing fingers at each other. To me, this is a total cheating and Hertz is ripping off customers. The worse is at the *** airport, they tell you the charges at the gate when you go out. So, they don't even allow customers a choice not take take the car. This is a total cheating.I am disputing the $47.21 charges they added to my rental
Business Response
Date: 02/15/2023
Complaint ID: ********
RR#: 144526395

Thank you for allowing us to review and respond. I apologize for any misunderstanding regarding your charges. A review of our records indicates the charge of $47.21 is a mandatory tax that is required to be paid by all customers. Because the tax wasn't quoted on your reservation I have issued a refund of $47.21 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.
Initial Complaint
Date:02/13/2023
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.
Hired a car through Hertz in ********** **. Booked through US app. Car was scratched on the sides which they agreed before the rental. Returned car at approx 5:44 pm and then a month later received a threatening letter from ** damage saying I had cracked the front windscreen. Without a doubt there was no crack when I returned it. They want ****** for window and lost earnings. Agreement number *********. Their photos were taken at 9:44 am the following morning after a -5C night. Also it had been washed. I feel helpless.
Business Response
Date: 02/27/2023
Complaint ID: ********
RR#: 244318281

Thank you for contacting us. We have reached out to our Europe Claims team for information regarding your claim. They have advised the charges remain correct. Customers may call the location after pickup to inform Hertz staff if it is felt that pre-existent damage has not been recorded. Please note, however, that it remains the customers responsibility to inform the rental location if noted damage on the vehicle pre-rental inspection form is disputed. For the customers benefit, this is stated on the form. Unless there is actual evidence the customer will need to settle the amount to Hertz.
Customer Answer
Date: 03/06/2023

Complaint: 19394214

I am rejecting this response because: I know that when I returned this car there was no damage to the windscreen. I have no proof. It was checked at night when I returned it with no damage noted. By the next morning after it had been washed judging by the photos there was damage. So I feel its not my responsibility for damage caused after I returned the car

Sincerely,

*****************************
Business Response
Date: 03/09/2023
Complaint ID: ********
RR#: 244318281

After a thorough review of this matter, we stand by our original decision. Although the resolution is not what you preferred, no additional action is warranted. We regret we are unable to fulfill your expectations in this instance.
Initial Complaint
Date:02/13/2023
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 have booked a car with hertz for the first time in my life and when I went to get a car at the location I was told I am on the Do Not rent list means I don't understand for what reason I am put on the do no rent list even the customer service people where so rude to me seriously I have done nothing still I have to suffer please tell me why I am on do not rent list and why I cant get a car from hertz
Business Response
Date: 02/15/2023
Complaint ID: ********

We are happy to look into this, however so that we may do so please provide your Driver's License number and state of issuance. Once received we can better assist.
Customer Answer
Date: 02/16/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and they have asked for my state id and i have provided them with that, please get me a reply from them
Sincerely,

***********************
Business Response
Date: 02/16/2023
Complaint ID: ********

Thank you for providing your driver's license number. We have researched our records and don't show your driver's license as listed on our Suspended ********************** Privileges (SRP). It is possible you rented from a franchisee who maintains their own suspension list. What location (city/state) informed you that you were unable to rent?
Customer Answer
Date: 02/16/2023

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.
II have tried to rent a uber rental hertz car at ********************************************************************** 60018.

Sincerely,

***********************
Business Response
Date: 02/17/2023
Complaint ID: ********

I can confirm your rental privileges are not suspended, therefore you should not have a problem renting.
Initial Complaint
Date:02/13/2023
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 put a $209 deposit down on a car rental. On January the 20th 2022 I went to pick the car up on the 23rd and they wanted $500 deposit and $258 for insurance for a total of $758 more I did not have that so I canceled the transaction I was never told that online. So they were supposed to refund my $209 I called once they said it would take 5 to 7 days and never went on so I called again and they said it had never been processed so whoever I spoke to that day processed it and said it would take 5 to 7 days and never went back into my account so then when I call again I get a recording that says refunds are processed within 24 hours it's up to your bank when you get it. So I called my bank and they said it had never been reversed back into my account so I found a dispute with my bank and they are looking into it to try to get my money back. I don't think I should have had to go through all this trouble to get my money back from this company. It was Hertz online car rental so when I talk to the company in town they said they had nothing to do with the online Hertz if that makes any sense. The transaction number is K37606015B0.
Business Response
Date: 02/16/2023
Complaint ID: ********
Res#: K37606015B0

Thank you for contacting us. Please accept my sincere apology for the delay in receiving your refund. I have reviewed the refund and determined it was still in a pending status. The refund is now completely processed and will post to your account in 3 - 5 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.
Initial Complaint
Date:02/13/2023
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.
WORSE RENTAL EXPERIENCE EVER!!!!!! I am Gold Member and was treated horribly when I arrived late Monday night (2/6/23) to Hertz at ******** Airport. My rental was prepaid by my company on their corporate credit card and I was told that I could not rent the car without showing proof of the card it was paid on. None of my peers experienced this treatment. Nor was this policy disclosed to my company when the purchase was made. The store rep advised the only way I could rent the car would be to call their ********************* and cancel the transaction on the company's card and use my personal credit card. I had to wait on hold for 20 minutes to reach someone in their *********************. Then, the representative was offshore and we had a language barrier. It took him another 15 minutes to complete the change which was supposed to result in me owing $173.11. Why I had to call their ********************* while I was standing in Hertz makes no sense. Their "supposed" policy for prepaid transctions is ridiculous and it is not always enforced. I finally was able to leave the facility and my documentation stated that my estimated charges would be $173.11. The next day, I had both $173.11 and $450.86 pending on my credit card. I called **************** again to find out why they were stealing $450.86 from my personal credit card and they said that I would need to drive back to the airport to dispute it in person with a Hertz manager. Are you kidding me??!! I was too far away and in town for meetings with my job so I did not have the ability to return in person to dispute the transaction. Which I should not have had to do in the first place for a rental that was originally PAID IN FULL. After returning my car on Friday, 2/10/23, I received a receipt that said that my charges totaled $173.11. On Saturday, 2/11/23, I reviewed my credit card charges and the total from Hertz was $450.86. This completely contradicted my receipt. They stole my money!
Business Response
Date: 02/15/2023
Complaint ID: ********
RR#: 144715616

Thank you for allowing us to review and respond. I apologize for any inconvenience, however per our rental terms and conditions the credit card used for prepayment must be a card in your name and presented at the rental counter. A review of our records indicates $450.86 is the amount you prepaid when you made the new prepaid reservation and the amount of $173.11 is for the taxes and fees not included in the prepaid amount. Attached is your rental invoice.
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: 02/17/2023

Complaint: 19388714

I am rejecting this response because: Hertz received payment for the "pre-paid" amount of $450.86 by my company on the corporate credit card then they charged my personal credit card for the same amount $450.86. They received the payment from two separate credit cards, and they are not showing proof of refund to either credit card. The refund should come to my personal credit card since they charged me after being paid by my company.

Sincerely,

*****************************
Business Response
Date: 03/09/2023
Complaint ID: ********
Res#: K38823474F5

A review of our records indicates the refund of $450.86 was processed to the **** card ending in **** on 02/06/23, however it can take up to 7 business days from 02/06/23 for the refund to post to your account. Attached is the refund receipt.
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,

*****************************
Initial Complaint
Date:02/13/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car on 2/8 and returned the car 2/10 at 6:45pm. There was a long line and I received a receipt for the rental with an extra day charge because apparently it took them over an hour to close out my rental. Please pull the camera as I dropped the car off with 15 minutes to spare. Please refund the difference of $67.27 to my card. I tried to call the office multiple times and a voicemail kept answering. Rental record #*********.
Business Response
Date: 02/14/2023
BBB CASE#: 19386489
RA#: 145535806

This correspondence is being sent in response to a query made by ******************

I apologize for the inconvenience experienced. However, I have issued a credit in the amount of $60.73 for the extra hour you were charged with the applicable taxes. This has been processed back to the credit card on your account. Please allow 5-7 business days for processing.

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: 02/14/2023

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:02/13/2023
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.
Re. Hertz ********* member: ******** To Whom It May ******************* the above noted Hertz ********* membership, please be advised of the following. Several weeks ago I booked a one way car rental reservation with your company. My intended itinerary involved picking up the vehicle in ******* on December 26, 2022 and returning it to ***** on January 4, 2023. In between I had a number of mission critical stops that involved destinations between those two cities. When arriving in ******* I was upsold by your Hertz representative to a minivan (as a "comfort plus option"). Yet, upon being directed to the vehicle in question I observed, to my consternation, that the odometer registered almost ****** miles. Rental car miles are like dog years. Thus, ****** rental miles typically equals a greater wear and tear on a given vehicle. Nevertheless, trusting in the quality reputation of Hertz I accepted the vehicle and began the drive. Within approximately fifty miles the transmission was failing. I was able to limp to your *****, ** Hertz office. I was handed the keys to another minivan -- with almost ****** miles on the odometer. I was told that this was all that was available. The transmission did not fail on this vehicle. The not so good news is that the suspension did fail. Though I planned to arrive in ***** January 4th I expedited due to the problem with the 2nd vehicle. Thus, I was compelled to skip important stops along my route of travel. In *****, I was given a much lower mile ***** and experienced no further mishaps. Interestingly, upon reviewing my bill for this "adventure" I see I was charged just under $1,600 for the dubious pleasure of sampling two of the worst rental cars I've ever encountered. Perhaps adding mild insult to obnoxious injury, I was charged the one way daily rate though both the vehicle and I were in ***** from the 30th of December to the 4th of January. BR ***************************
Business Response
Date: 02/15/2023
Complaint ID: ********
RR#: 116721102

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

I apologize for the inconvenience this matter has caused you. I understand how this ordeal affected your plans and altered your experience. After further review and consideration,I have processed a refund for the extended 2 days for this rental as a gesture of our goodwill for $276.51, please allow 5-7 business days for funds to post.

Thank you for contacting us.

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Hertz is NOT a BBB Accredited Business.