Complaints

This profile includes complaints for Hertz's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hertz

  8501 Williams Rd Estero, FL 33928-3325

• 

  Hertz

  5405 Airport Service Rd Tampa, FL 33607-1419

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  Hertz

  4500 E Speedway Blvd Ste 40 Tucson, AZ 85712-5325

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  Eagle Automotive

  2223 Memorial Pkwy SW Huntsville, AL 35801-5621

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  Hertz

  Ontario International Airport Ontario, CA 91761

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:12/10/2022

  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 B-Class car ***** Focus or similar). When I got to the **********************, the manager insisted I take a Chevrolet Spark, an inferior A-Class car. I questioned this several times and he wouldn't listen. I tried calling the Hertz general line and they said there was nothing they could do. As such, I was forced to take the Chevrolet Spark for the weekend and resort to my credit card company as I had rented and paid for a B-Class car and was given a different product. I did not hear anything and thought **************** had resolved it when I received the bill again from Hertz along with a notification that my Hertz rental privileges had been revoked. I called **************** and they indicated that Hertz refused to answer their inquiry. Now Hertz has sent a collection company after me even though I tried to resolve it.

  Business Response

  Date: 12/12/2022

  Complaint ID: ********

  RR#: 592937310

   

  Thank you for contacting us. A review of our records indicates you never contacted our **************** to dispute the rate charge at anytime. There was only a chargeback. 

  The rate difference between the compact class and the economy was $6.80 per day. I have advised our Collections Team to reduce the amount owed from $195.68 to $165.46. Please allow up to 10 days for the record to update. 

  Customer Answer

  Date: 12/16/2022

   
  Complaint: 18553661
  
  I am rejecting this response because:

  I am attaching two documents that prove that, in addition to trying to resolve the matter at the Hertz site and then calling your customer service line, I contested the charge with my credit card and had an exchange with a Hertz representative. **************** indicated that despite multiple tries they never heard back from Hertz. It is in very poor form and horrible customer service to deny that a customer tried reaching out and even worse form to then demand payment and send a collection agency. Given your poor tracking of your fleet, having customers arrested and then having to settle for $168M, it shouldn't be a surprise that you couldn't track all the different times I tried to settle this. Is this how you treat your corporate Gold Preferred Customers? No apology either? Given that you did not respond to the credit card dispute, you have no claim. You are fortunate I am willing to pay anything at all but you will have to do better than just charging the difference at this point given all the trouble and time you've taken. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 12/19/2022

  Complaint ID: ********
  RR#: 592937310

   

  I apologize for any inconvenience you experienced. Unfortunately we don't show any record of you contacting our **************** prior to this complaint. As a gesture of goodwill, once the balance owed is paid and your rental privileges are reinstated we will provide 950 gold points to your Hertz account to use towards a future rental. 

  Customer Answer

  Date: 12/21/2022

   
  Complaint: 18553661
  
  I am rejecting this response because:
  

  While I appreciate the apology, Hertz still seems to indicate there was no prior communication to resolve the matter. It also does not acknowledge the poor behavior of its representative in lying to me about the car being the appropriate class type to being with. I provided proof of my email correspondence with ********************* at Hertz who did not respond back. Hertz can authenticate the email exchange. Second, I provided proof of the case that ***************** my credit card provider, had inquired about and then closed because there was no response from Hertz. Again, I pursued every recourse possible to resolve the matter and the dispute was closed. Is there acknowledgement that the error lies on Hertz side and their customer relationship management operations?
  
  In the interest of moving on, I am willing to pay the reduced amount of $165.46 to resolve it if Hertz reinstates my privileges as a Gold Preferred member and provides ***** Gold Plus Rewards points (four days of standard rewards car rental) which corresponds to the four days of car rental in an inferior car I had to endure in a car pushed upon me by the ********************** Hertz.
  

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

• Initial Complaint

  Date:12/08/2022

  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 livid. withut my knowledge i was put on do not rent list and was stuck at ******* airport yesterday for many hours. they will insist that i owe them money i dispute that i was never told i was on this list but in this country you have rights consistent with consumer protection laws as such i had right to dispute what i did. which at this point i dont remember. but to put me on this list without letting me know then have the manager on site tell me even if i paid which is like a hostage at that point i would have to wait one day for it to be processed is a questionable practice i am reporting this to AG and given i am disabled and covered by *** going further as to what this did to me oh yeah forgot to tell you the reservation went through no issues.i am livid and since i know what they will answer here and it falls short of accountability etc i go much further.

  Business Response

  Date: 12/13/2022

  Complaint ID: ********

  Voucher#: 000399663

  
  Thank you for contacting us. We appreciate the opportunity to assist. 

  A review of our records indicates your rental privileges are suspended due to a balance owed of $100.00 related to your rental from Dollar 07/21/21 - 07/25/21. Our records indicate we received a chargeback for $100.00 of the prepaid amount. Please be advised adverse chargeback disputes do not mean the charges are invalid and in no way alleviates the renter of responsibility of the charges. Please contact ********************** at ************ to pay the balance. Once the balance is paid they will notify Hertz and your rental privileges can be reinstated. 

• Initial Complaint

  Date:12/08/2022

  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.

  Hello, Thank you for the email to give background on this the reservation was from ********* and the car was supposed to be returned from *********. When I arrived the staff was very rude about everything they did not honor my presidents circle status and told me they would not honor my USAA CDP because they are a franchise. Even though they are a franchise they still have to honor hertza requirements. I felt undermined and not appreciated for my loyalty. Secondly as I had the car I drove it up to ********* as apart of my trip. Sadly weather hit and I could not drive back down to ********* as all of the highways that go through the mountains were covered in snow which wouldve been treacherous. If I had to return to ********* I wouldve been stuck in ****** for over a week. I had a specific deadline to get home because my grandfather is in hospice so I could not miss the last days I have with him. My only option was to leave the car in *********. Once again once speaking to the manager said since were a franchise we can not help and charge you ****. I have no issue paying a couple hundred to drop not ****. There was no help given and it is unacceptable a little courtesy was not given to your top members. I am really hoping for some solution because this experience does not make me want to rent from hertz again. The excuse which really makes me upset is we are a franchise so we can do whatever we want. Unacceptable. Rental number is: L46942022 A tow from what I quoted was $500 not ***** they claim the rest is an administrative fee which is not true.

  Business Response

  Date: 12/23/2022

  Complaint ID: ********
  ********************** RR#: L46942022

  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 regarding the billing incurred for your recent rental in *********. As the Hertz location in ********* is an independently owned and operated licensee franchise, the owner of the licensee processes his/her own billing and invoicing. In addition, the licensee owner purchases,  maintains and insures his/her own vehicle fleet. Therefore, any inquiries pertaining to a rental which takes place at this location must be forwarded to the licensee owner for his/her review and handling. Upon receipt of your inquiry, we immediately reached out to our licensee owner in ********* for their further assistance. They have provided a response and advised that this complaint was responded to on 12/13/2022 to the Better Business Bureau. Based on their response, they have advised that at the time of reservation you reserved a compact vehicle for 3 rental days at a rate of $42.63/per day. Since corporate discount codes are applied during the booking process, when the branch receives a booking they assume all necessary discounts have been applied at the time of reservation. They have also confirmed when the reservation was received, there were notes indicating Hertz #1 ************* However, the location could not pre-write the agreement because the charge card information did not transmit with the reservation. 

  At the time of rental, they have advised that you spoke with the location manager on duty about leaving the vehicle in *********. After discussion the manager informed you that there would be a $1,000.00 fee to leave the vehicle in *********. At one point, before the rental ended, they state you spoke with General Manager of the location at which time they quoted a $1,500.00 fee for returning the vehicle one-way. At this time, you advised the General Manager of the previously quoted fee of $1,000.00 which our branch has confirmed is a reasonable charge. As vehicles returned one-way must be transported back to the owning location, the branch incurs charges for the transport of the vehicle and the fee above does not account for the loss of use of the vehicle during the transportation process. At the time of the licensees response on 12/13/22 the vehicle was still in ********* and had not yet been transported back to *********. 

  The licensee has also confirmed that a vehicle upgrade from the reserved compact car to an all-wheel drive SUV at no additional cost. They have also advised that at the time of rental as well as during your rental period, you were made aware of the additional fees to return the vehicle to *********. 

  With this in mind, we must advise that we stand by our licensee locations decision and response. While I understand this is not the outcome you were anticipating, We hope you will respect our position on this matter as we consider it having been fully addressed. Please know that we take all customer concerns very seriously and we want to thank you for allowing us the opportunity to review this matter. 

• Initial Complaint

  Date:12/08/2022

  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 this Date 10/12/2022 I left my brand new BOSE Headphones / QuietComfort 45 Wireless / White / in the car, in the Mineapolis airport (Where Lost: 01398/4947115) I realized that I had left them 15 minutes after I dropped the car off, I went back to look for it, for my sorprise when I asked to find them, the manager on duty ***** came out to me with an actitud and I could see in her face she was mad becasue I was asking for my left item. Then, see called on the radio and send me out to the lot, when I got there no one wanted to help me. Finally they call the guy who had taken the car and brought it to me after 10 minutes but unfortunally my headphone were already gone, when I asked the driver, he got really nervous and just drove away without saying anything. I went back with the manager and did not help me at all. I did open a case online with a Reference Number: ********, I've been back in forth with customer service with several emails and all they said is "The local manager from this lot will get in touch with you" but until this day, I have not been called or anything. It is sadly that an employee will just take any items and keep them and not return them to the Lost and ***************** My wife gave me this headphone for my birthday and that's why I value them most, all I am asking is for a replacement. This is my rental record from that date. Rental Record *********

  Business Response

  Date: 12/14/2022

  Complaint ID: ********

  RR#: 963106793

   

  Thank you for contacting us. We appreciate the opportunity to assist. 

  I regret any inconvenience you experienced regarding your lost headphones. Our procedures require that when items are found, they must be brought to a manager for proper identification and attempted return to the customer.  A thorough investigation was completed and, unfortunately, we were unable to recover your lost item. The management has also done a thorough investigation with the staff and we can find no evidence to indicate that a theft occurred. We always try and assist 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.

   

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18541546
  
  I am rejecting this response because:

  Is obviously that the investigation did not took place at the time of my lost item, what irritaste me is that when I tried to get help from the local manager she was respectfull hor helpfull. I dont understand how you can have staff working when they can not handle pressure. Also, I never ever heard from them when I kept asking for an update, they keep giving me round around evetytime telling me someone will call you in the next 2 days. It seems like there is no respect whatsoever for items left at your vehicles, and  it's so unfortunate to read your response, I was hoping to have a better answer and somehow compensate me for my stolen item. I am 100% it was taken when I left them there. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/20/2022

  Complaint ID: ********
  ********************** RR#: 963106793

  This correspondence is being sent in response to ************************** 

  While we understand our previous response was not the desired outcome, we must advise that our decision and response remain unchanged. This has been thoroughly reviewed with our General Manager in ************ and there has been no evidence that a theft occurred. We regret your personal items were not recovered when the vehicle was detailed at the branch; however, as previously advised Hertz is not responsible for personal items left behind in our vehicles. Therefore, we must advise that reimbursement is not warranted in this case. We hope you will respect our position on this matter as we consider it having been fully addressed and this matter closed. Further requests to revisit this matter will not be considered.

• Initial Complaint

  Date:12/08/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was on active duty military orders and was required to rent a vehicle. The vehicle was reserved using the government reservation system. All rates are contract rates with the government. I rented a vehicle from Hertz in ********** **. The reservation and rate were secured through the government reservation system (Defense Travel System). I rented the vehicle from 06/11/22 to 06/25/22. The rate quoted was changed on the day of rental and I was not notified of the change. I signed the rental agreement but did not notice there was a change in rate. I have rented vehicle with the government for over 20 years and this has never happened. When I returned the car, the cost of the rental was over $500 more than the original quote because they changed the rate. I spoke with the parent company, Hertz, but ********** is a franchise operation and independent. I also spoke with the government travel card to assist with resolving the dispute. I spoke directly with the local Hertz office and they explained the original quote was for personal travel and the billed rate was for government travel BUT a rate for personal travel cannot be offered on the government travel website (DTS). I have made multiple efforts to resolve this matter. The military will not cover this expense as it is in excess of the agreed quote and they have left it to me, the service member to resolve or pay. I have no intent on paying. This is fraud. If they will not drop the charges, I want a formal complaint made to BBB for fraudulent business practices so no other service member is stuck in a situation like this. My reservation number: K1440438259, original quoted amount: $2018.27, what was billed: $2572.72. Please assist. Thank you.

  Business Response

  Date: 12/12/2022

  Complaint ID: ********

  RR#: L71197711

   

  Thank you for contacting us. We have reviewed this matter with our Licensee location in **********, **. They have advised the reservation was not booked as an official government travel and that rate code reserved didn't have benefits that apply to it and GARS cant be charged on it so they had to adjust it to the government rate. 

  Customer Answer

  Date: 01/10/2023

   
  

  I have reviewed the response from Hertz Rental Car.  The claim that the reservation was not made for official military travel is factually false.  The reservation was made using the ********** of ******* Travel System.  All travel reservations made through this system utilize only official travel.  Additionally, per email traffic between me and the local site manager, they originally reported they booked the reservation "under both rates" then charged the increased rate.  Here is a copy of the response sent from Hertz.

  "Thank you for contacting us. We have reviewed this matter with our Licensee location in **********, **. They have advised the reservation was not booked as an official government travel and that rate code reserved didn't have benefits that apply to it and GARS cant be charged on it so they had to adjust it to the government rate." 

   

  Please let them know I want the difference refunded.  If they are unable to resolve this at this level I will be elevating this issue to our regional Judge ************************ as this represents fraud against the US Government.  Thank you.

  Business Response

  Date: 01/19/2023

  Complaint ID#: ********

  Hertz RR#: L71197711

   

  This is in response to ***********************, thank you again for allowing me to revisit your concerns. 

   

  According to our records, this reservation had three versions (changes) completed and confirmed through the ******* Wagonlit Travel portal. The initial reservation was not booked using the ********** of ******* Corporate Discount Program (CDP) number. The rate was generated and marketed to you based on the information placed in the portal at the time of booking. Had the *** CDP been added at that time of booking the rate would have mirrored what was presented at the location at the time of arrival. When you appeared at the counter with government documentation and form of payment the location completed the rental with the negotiated rate for government rentals that include coverage and GARS. This caused the rate to change to prenegotiated contracted rate for government rentals. Although the rate changed at the counter to accommodate government travel it was the correct rate that would have been marketed to you had the reservation been booked using the correct information. Considering this information, it has been determined that the location followed proper protocols and the procedure executed was correct. Therefore, we must continue to stand in solidarity with the licensee location as they deny your request for compensation as it is not warranted. 

  Kind Regards, 

• Initial Complaint

  Date:12/08/2022

  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.

  Please see the attached documentation.Rental Record#*********

  Business Response

  Date: 12/09/2022

  Complaint ID: ********

  RR#: 916403821

   

  Thank you for contacting us. Upon reviewing your letter we immediately reached out to the location management team for assistance. They have provided the information below. 

  On 11/14, you called our ************************** (ERS) because you drove off the road and got a flat tire. The tire was flat and the rim was damaged. You were given a voucher to repair the tire & rim. You did not want to wait for them to be replaced so you called the location. You then said it also needed new brakes. The location asked you to bring the car in. You refused to drive it on the spare. You called ERS again and asked to speak with the supervisor. When the supervisor returned your call she asked you to identify yourself and you refused so she wasnt able to assist you. You then left the vehicle parked until we retrieved it via repossession on 12/08. They have also noted body damage on the vehicle.
  
  Based on this information we have determined you are fully responsible for all charges and no adjustment is warranted. 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:12/08/2022

  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.

  Hertz roadside assistance abandoned me at the roadside and expected me to sleep in the vehicle in the middle of nowhere. I was able to call local assistance after being jerked around all day. They had the problem corrected in an hour. No one from Hertz followed up to see if I was alive. I incurred expenses that are not justified.My last ticket number is case ********* ***************************************** broke its agreement with me and I kept my agreement with Hertz

  Business Response

  Date: 12/13/2022

  Complaint ID: ********

  RR#: 102055295

  Thank you for contacting us. We appreciate the opportunity to assist. 

  I sincerely apologize for the negative rental experience you had with our ****************** Services team. This service is offered with as little inconvenience to the customer as possible.  I regret that in this instance, our team was delayed in assisting you and you were inconvenienced. Please be assured that this matter will be reviewed with the appropriate management so that we can ensure proper customer service procedures are being followed and to prevent recurrence. 

  I have issued a refund to your credit card for the tow, tire, and one day of your rental. The refund of $426.30 will post to your account within 7 business days. 

  In regards to reimbursement for your laptop, please be advised we respectfully decline reimbursement as we can't be held responsible for items you mistakenly left outside of the vehicle. 

  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.