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

7,189 total complaints in the last 3 years.
1,717 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:11/28/2022
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 charged a total of $3,568.04 for 1 month of use of the Tesla. I was supposed to only be charged $2,240.18 as shown on the receipt .
Business Response
Date: 12/02/2022
Complaint ID: ********
********************** RR#: *********
This correspondence is being sent in response to a query made by ***************************. Thank you for allowing us the opportunity to review your concerns.
We apologize for any confusion caused regarding the charges billed for your rental under RR# *********. Please find the corresponding invoice for your rental attached which confirms the total charges for your rental were billed in the amount of $2240.18.
Initial Complaint
Date:11/25/2022
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.
On 9/19/22 I picked up a rental from Hertz that was set up by my insurance company. The rental was refilled out and I was told by the clerk that I just needed to give a credit card for a $50.00 hold and sign here. I had to pick up another rental a few weeks later set up the same way and same senereo. In checking my bank statement I find that on the first rental they charged me ****** for extra insurance coverage. I have full coverage and had this been disclosed to me I would have declined. But the clerk said nothing of it in any way. He was very busy and working all alone that day. In fact had to give me a car that wasn't ready but that was all he had. The employee made a mistake and Hertzs refuses to correct this.
Business Response
Date: 12/02/2022
Complaint ID: ********
********************** RR#:H18090494
This correspondence is being sent in response to a query made by *******************************. Thank you for allowing us the opportunity to review your concerns.
We apologize for any concern caused by the billing incurred on your rental in ******. Our records show you reached out to our **************** team via email correspondence for assistance. On 11/25/22 our **************** agents responded to you to confirm a refund of $384.66 was processed. Attached is a copy of the updated invoice for your review and record. We are pleased to see our **************** team was able to provide assistance.
Initial Complaint
Date:11/23/2022
Type:Service or Repair 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 purchased a vehicle from Hertz Used Car Sales in ******* ** on 7/8/2022. It has been four months and I have not received my title. Hertz Used Car Sales ********************************************************* ************ 2020 ************* ***************** I paid in full at the time of purchase. Hertz car sales will no longer return my phone calls and I don't know what else I can do. My bank is threatening to come after me personally for the loan amount because I haven't turned in the title. The Utah DMV is telling me if the title isn't turned in I will have to redo my registration and will forfeit any fees paid.I hope you can help.
Business Response
Date: 11/30/2022
Complaint ID ********
Our File Number 16200638
This is in response to ********************, thank you for allowing me to address your concerns. This information was forwarded to our executive contact in Hertz Car Sales. We provided the contact information in this complaint. Please expect contact from us directly regarding this matter. My apologies, on behalf of The Hertz Corporation for the delay you have recounted having experienced. This is not representative of our standards, nor the impression we aim to leave with you.

Kind Regards,
Customer Answer
Date: 11/30/2022

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 did receive the registration and stickers for my license plate. I'm assuming that my bank and the Utah DMV has received the title from Hertz for them to release this document and stickers.

Sincerely,

*****************************
Initial Complaint
Date:11/23/2022
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 "managers choice" vehicle in **************** ** to drive back to *******. Rental Record# *********. Upon picking up the vehicle it had not been cleaned and stunk of old food and cigarette smoke. I informed the personnel and was told that was the only vehicle for that rate. I threw the trash out and left. 29 hours later I returned the vehicle to Hertz ***. I was charged a $500.00 external wash fee. This is unacceptable and I am amazed I was charged this with no documentation or information of why by Hertz. The survey I was sent by Hertz, I described the dirty vehicle as well as explained my dissatisfaction with the rental.I DEMAND THEY IMMEDIATELY REFUND THE $500.00 WASH FEE!
Business Response
Date: 11/30/2022
Complaint ID ********
Hertz RR# *********
Our File# ********

This is in response to *************************, thank you for contacting us regarding your recent rental experience. Our records indicate that the location did not complete the proper procedures to validate the charge for Outside Washing. Considering this information, we have refunded $500.00 back to the card used to pay for the rental. Thank you for bringing this matter to our attention as we always want to provide accurate billing and quality vehicles that are clean and properly serviced at every interaction. Please allow 7 business days for the refund to become a reflective credit in your account. We hope to serve your future rental needs when the opportunity presents itself.

Kind Regards,
Customer Answer
Date: 12/01/2022

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:11/23/2022
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 vehicle from this location on 11/15-11/17. Upon entering the store the vehicle I reserved wasn't available so I had to pay $30 more for what they had. The Manager told the other employee to give me the black Durango from the back. There was more parked by the door in the front of the building but the manager and lady working with me kept wanting me to have the black Durango so you chose that one out of all the others which let me know they knew about the damages and wanted to find someone to blame and because I was late to a funeral and was pressed on time I was the one they had to put this off on and the guy that brought the truck to the front knew too because although it was light rain he never turned the wipers on. Upon paying the lady she had me sign all documents before getting the keys. In my mind I thought she was coming out to walk around the car with me but she didn't move. So I walked around the car looking at everything and if u look closely at the pictures and times anyone could miss that small Crack in the windshield with it having raindrops all over the windshield and the windows fogged up from the slightly cold weather so I'm human I missed it and didn't notice until 10 mins after leaving when I noticed I immediately called the store. I got no answer mind you both employees left in a rental before I left the lot so the manager that was left inside did not answer the phone. So I called a ***** number to see if I could get someone and to see if that was already documented. So I spoke with a ******* and she stated that it was documented but she will also make a note of it to be safe. So if you see the cracks of the pictures I sent you will see the time stamps. The exact morning I had to return the vehicle I got in the car and got on the highway 10 mins before I got to the hertz I turned the heat on because it was cold and that Crack turned into something bigger than it originally was. now they are forcing me to pay for someone else's mess up.
Business Response
Date: 12/08/2022
Complaint ID: ********
********************** RR#: Unknown
This correspondence is being sent in response to a query made by Deavalon Sands. Thank you for allowing us the opportunity to review your concerns.
Unfortunately,there were no specific details included in your query and we are unable to locate your rental. We have attempted to locate any specific information in our **************** files using your email address, phone number, Gold Rewards account number and listed drivers license number; however, have been unsuccessful in locating your rental information. We would like to make a meaningful investigation into this matter but will need more information to do so. Please provide us with your 9-digit Hertz Rental Record number or your 11-digit Hertz reservation ID number (begins with H or J). Once received, we will be able to further review your concerns.
Customer Answer
Date: 12/09/2022
There's is my agreement
Business Response
Date: 12/13/2022
Complaint ID: ********
RR#: L71706611

Thank you for contacting us. We appreciate the opportunity to assist.
Please accept my sincere apology for any inconvenience you experienced. We have reviewed this matter with the *******, ** team. They have advised there is no claim for the windshield damage as the claim was closed. They have also issued a refund for the upgrade charge. 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:11/22/2022
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.
On 11/4/22 I reserved a Standard Car with Hertz for Nov 10 - Nov 11. My Confirmation #K3011671860 with a quoted rate of $73.09 Daily and $11.07 Hourly, Estimated Subtotal of $170.27. I have a copy of this document. On Nov 10 I showed up for my reservation in *****, **. I was given a 2020 Rogue I was told it was the only car they had. I then received Rental Record #********* with the keys. The vehicle was listed as a 2020 Rogue with rental rate $110.74 Daily, $11.07 per hour and Total Estimated Charges $156.76. This is the agreement I signed for. The car was due back at *********** Box Trucks Nov 11 3:00PM. I experienced smoke delays in the East ********* mountains and then a rainstorm. When I realized I might be an hour+ late I called to extend my rental. Upon calling the number for Extensions I was told I would need to make the changes online so I did. I changed my return time to 4:30PM. I got confirmation from Hertz " Your rental has been extended Fri, Nov 11 4:30PM Est Total due $176.24" This amount made sense with the extra hours. It is clearly printed in the fine print on my Rental Record "rental rate subject to increase if you return your car more than 24 hours before or 24 hours after the scheduled return time." I changed my time by 90 min and I let them know in advance. I retuned the car on 11/11 to STL Box Trucks at 4:30PM I turned in my keys and they guy told me that's all I needed to do. I waited for several days and was never emailed a final bill. I looked on my credit card statement and realized the charge was finalized for $352.08. I wondered what the other charges were. I was able to look up my bill on their site and they had changed my Day Rate to $221.99 and hourly to $22.14 double of what I agreed to. Hertz overcharged me approx $175.84. I have reached out to customer support several times and keep getting a different reason of why they won't correct the charges. My favorite apology from the was "sorry it was more than you expected it to be."
Business Response
Date: 11/30/2022
Complaint ID: ********
********************** RR#: 986546234
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 when your booked rate fluctuated after the rental contract was altered. Our records show you previously reached out to our **************** team via email correspondence regarding this matter. On 11/23/22 our team responded to you via email and confirmed a refund of $219.79 was being processed at that time. We are pleased to see our **************** team was able to provide assistance and have attached an updated copy of your rental invoice for your review and record.
Business Response
Date: 11/30/2022
Complaint ID: ********
********************** RR#: 986546234
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 when your booked rate fluctuated after the rental contract was altered. Our records show you previously reached out to our **************** team via email correspondence regarding this matter. On 11/23/22 our team responded to you via email and confirmed a refund of $219.79 was being processed at that time. We are pleased to see our **************** team was able to provide assistance and have attached an updated copy of your rental invoice for your review and record.
Customer Answer
Date: 11/30/2022

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:11/22/2022
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.
On Saturday, 26 March 2022, I rented a Ford Escape with Hertz, rental agreement *********. I picked up the vehicle around 1:30 am at the Detroit Airport. As you can see on the attached contract, the vehicle return time was 5:00 pm, the same day at a location in ******, MI. You can also see the agreed upon rental rate was $85.97 plus tax with a total amount due of $95.43.

I turned in the vehicle a couple hours prior to contracted due time and followed the instructions given by Hertz but instead of billing me for $95.43, they billed me for $964.41. I was told the increase was because the drop off location was closed when I turned it in and I was therefore billed until they checked it in on Monday. I was never given an explanation on why I was being charged an increase rental rate of $303 per day. Again, my check-in time was 5:00pm. Prior to dropping off the vehicle, I confirmed their location online and noticed they would be closing a noon. I did call them and told them I have a contract to turn in the vehicle to their location by 5:00pm. I was told it wouldn't be a problem and to fill out the paperwork and use the drop-box. This is what I did. Note, I did not have an obligation to check their hours, my obligation was to the contract.

I dealt with numerous people and have received apologies and screen shots of credits that were supposed to go to my account. I thought this was cleared a few times but now it has been sent to a collection agency.
The easy thing to do is to pay but that just wouldn't be right. Hertz needs to make this right and they need to have better customer service and/or communication. Please see attached detailed memo of events, contract, invoice, and emails. I also have the latest voicemail saying my account was being cleared, if needed.

Thank you.
**********
Business Response
Date: 12/08/2022
Complaint ID ********
RR# *********
This is in response to ********** *********
According to our records, a credit of $221.46 was issued on 03/30/2022, in addition, a chargeback dispute was initiated by you for the remaining charges. Leaving a balance of $153.63 that was sent to collections. Per our collections team, the balance was paid in full and therefore you are no longer responsible for the balance.

Based on this information, we have determined that all credits have been issued back into your account and therefore no further adjustments are warranted. We recommend contacting your bank directly for further assistance regarding the chargeback disputes.

While I understand this is not the outcome you were anticipating; we ask that you respect our decision on the matter as we find the matter fully addressed.

Thank you for contacting us.

Best Regards,

******* ******
Executive Customer Care
Initial Complaint
Date:11/22/2022
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 in a car accident.. the persons at fault insurance company paid for a rental car.. it was completely covered.. hertz said they woukd hold a 50$ hold for cleaning.. after u dropped the car off I received no paperwork an was charged 800$. I've contacted hertz an they hung up on me.. this is unacceptable at the very least borderline criminal
Business Response
Date: 11/29/2022
BBB Case #: 18450971
Hertz RR#: unknown

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

Thank you for allowing us the opportunity to address your concerns. I sincerely apologize for any inconvenience you may have experienced with your recent rental vehicle. At Hertz, we aim to provide the highest level of service before, during, and after a rental. I appreciate the time you have spent reporting this to us. Regretfully, we are unable to retrieve the Rental Agreement in question. Please provide us with your 11-digit reservation number that begins with a J or K, or the 9-digit Rental Agreement number so that we may further assist you. Once this information is received, we will begin our investigation as expeditiously as possible.

Please know that we take all customer concerns very seriously.
Customer Answer
Date: 12/01/2022
I am meaning to file a complaint to the lancaster **** location, it appears I ended up sending it to a ******* location. If your able to forward this to the appropriate location that'd be awesome.. with that being said I wasn't given a confirmation number the insurance company set everything up I jus gave hertz my name.. they should be able to look it up with my card information I can send that because if they can't look it up that way wouldn't that mean they technically stole my card.. I have records of the transactions
Business Response
Date: 12/05/2022
Complaint ID: ********
RR#: N91066393

Thank you for contacting us. We would like to review this matter in full, however we don't show a record of the charges being directly to you. Please provide proof of the charges for additional review.
Initial Complaint
Date:11/22/2022
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.
There was on a vehicle accident on 4/29/22. With me and a insured driver as the name of *********************. He ************ caused the accident hit me on the rear end of the vehicle. At that time I was using Hertz Car rental Company. At **** Mustang for personal use. After that the accident was paid on State Farm part. Hertz send me a letter stating they want me to pay ****** to them for the diminished value loss of the **** Mustang. Which I was the one that was hit in this process. Ive been going back and forth with my insurance Travelers and State Farm on who will pay that fee. Ive been trying to call Hertz for some time but no one ever picks up and Ive sent several emails to the lady ***** but she doesnt reply. Recently they sent this to collections. Now Im asking BBB for assistance.
Business Response
Date: 12/07/2022
Complaint ID: ********
RR#: Unknown
Thank you for contacting us. We would like the opportunity to respond to your message, but we are having difficulties locating your records; please provide the following information: 1. Reservation confirmation number or rental agreement/record number. 2. Claim number. 3. Beginning and ending dates of rental. 4.Location of rental. Once we have the updated information we will be glad to assist you.
Customer Answer
Date: 12/13/2022
The last message is as follows.

1. Reservation confirmation number or rental agreement/record number. It is 544043765

2. Claim number. There is no claim number with Hertz. I have a claim number with State Farm. State Farm works as a team the phone number is ************ the claim number is 01-38S865T. State Farm stated they will pay the cost Hertz is asking for but no one has responded back from Hertz since Thanksgiving.

3. Beginning and ending dates of rental. Apr 29, 2022, It's in the rental agreement

4. Location of rental. ********** *********************
Business Response
Date: 12/21/2022
Complaint ID: ********
********************** RR#: 544043765
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 or concern caused when attempting to resolve a damage claim with Hertz on a previous rental. Upon receipt of your inquiry, we immediately reached out to our *************************** team for their review and assistance. We have since received their response detailing the correspondences made regarding Claim#********. They state that on 05/23/22 the claim was assigned and on 05/24/22 a letter was sent to you with further information. On 06/06/22 our representatives spoke with the adjuster from ******************** On 06/22/22 our representatives followed up with ******************* for the status of the claim. On 07/01/22 our representatives left a voicemail for the adjuster to follow up on the claim. On 07/21/22 our representatives received notification from the adjuster that applicable coverage to cover the *** or *** was not carried and thus the amounts for these items would be the responsibility of the renter. On 08/19/22 we received payment from ******************* in the amount of $1,472.00. Once received, our representatives attempted to reach out to you by phone during the period of 08/24/22 - 09/07/22. When contact was not made, they sent an email on 09/08/22. Further phone attempts from our representatives during the period of 09/12/22 - 10/07/22. On 10/07/22 they advised that you called in requesting the claim be held for review for third party is responsible for damages and any fees. On 10/10/2 the claim was sent to collections. Our representatives attempted phone contact on 10/11/22-11/03/22 and again from 11/07/22 - 11/22/22 with a letter being mailed in between these dates on 11/03/22. On 11/22/22 our representatives received an inbound call from you stating that you were under the impression this was to be resolved by the third party and his insurance company. We show our team attempted to reach out by phone to update on the claim status from 11/30/22 - 12/05/22 and received a call back on 12/05/22 to check if State Farm had paid the outstanding balance at this time.
Based on this information, we can confirm that our **************** team will be closing the collections claim as a gesture of customer service. Further contact will not be received regarding the claim.
Initial Complaint
Date:11/22/2022
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 rented a tesla form this company two times in about two months.Rental contract #*********. $1097.18 Rental Contract #*********. $1376.21 Hertz did not keep its own business agreement. I paid all rental fees including charging station surcharge that was not explained as part of the rental process.However, the issue here is that hertz did not refund my refundable $200 security deposit for each rental contract making it $400. I have bank statements to back this up. I have carefully gone through my bank statements of the month of July and August of 2022 and found out that none of the above refundable deposits were sent to my account. The Tesla i rented was returned in very good condition. Though i returned this car like one hour late the same day it was due, Hertz charged me a late fee of $75, yet they could not refund my deposit. I would like BBB to help me and request this company to refund my deposit of $400.
Business Response
Date: 12/05/2022
December 5, 2022

Complaint ID#********
RR #*********, RR#*********

Thank you for contacting us.

In reference to each Rental Agreement ********* and *********, the $200.00 deposit on each rental was authorized at the inception of your rental was released from our system within 24 hours of your return. However, the amount returns to your available balance based on your financial institution's policy. We recommend contacting your financial institution regarding their release hold policy.

The current balances are $1097.18 and $1376.21. The charges are correct.

***************************
Executive Customer Care
******************************

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Hertz is NOT a BBB Accredited Business.