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

  4100 George J Bean Pkwy Tampa, FL 33607-1402

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  Hertz

  PO Box 6001 Huntsville, AL 35813-0001

• 

  Hertz

  727 Highway 43 S Saraland, AL 36571-3604

• 

  Hertz

  13409 72 Ave Surrey, BC V3W 2N7

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:11/17/2022

  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.

  Rental Agreement #: ********* Hertz charged my credit card weeks after rental agreement. $30 Administrative fee for: Receiving a $160 red-light ticket. This ticket was sent directly to my home! I have sense paid. Hertz also charged me $31.60 for going on a toll road: $1.60 for toll, $30 for Administrative fee. When I originally called Hertz, they declined the charges existed. I had my credit card replaced. Earlier this week those charges reappeared on my statement. I have disputed the charges again with both the merchant and my credit card.

  Business Response

  Date: 11/18/2022

  Complaint No: 18406920
  RE:  ***************************
  Our case: NO: 16142871                                                                         
  Rental No: *********
  
  This is in response to ***************************. Thank you for allowing me to address your concerns.
  
  According to our records, *********************** entered into a contract with Hertz Corporation on July 26th, 2022, when he picked up his rental at our *****, ** for rental record *********.
  
  I am not showing you accepted the toll package.
  
  PlatePass is responsible for the administration of toll fees for the Hertz Corporation. You may contact ************************** at ************* between the hours 7:00 a.m. and 7:00 p.m. Central Standard time or by email www.PlatePass.com.
  
  I appreciate the opportunity to review and address your concerns.

• Initial Complaint

  Date:11/16/2022

  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.

  Hertz case # ******** I rented a Hertz car on Sept 15th from Hertz Kesher Rent A Car in ********. I took out all the coverage that was offered to be cautious. I extended the car rental contract by phone and I was assured the price would remain the same but it did not. It jumped from $84 a day to $116 starting Sept 23. I never received an email confirmation that price changed and that I extended the contract which we thought we would get. On Sept 22, we drove on the highway to get to a winery tour. About 2 hours into the trip, we got a flat tire and had to get off at the next exit. The car did not come with a spare tire or a canister to repair the flat. I called Hertz 3 times and waited for an hour each time on hold. Finally, after 3 hours of calls in a very hot car, in an area that was not desirable, someone picked up at Hertz Kesher. I was told there was no one available to help us and they could not be there for eight hours more. Soon it would be dark so I was able to find someone who could repair the tire. I waited another hour for someone to come and get the tire repaired. The tire and rim were returned in excellent working order. The next day Hertz called me and said we could exchange the car which took more than a day. When I got home our bill showed I was charged for the tire that I had repaired, I was charged additional fees because we extended our contract and last but not least we lost two of vacation because of the atrocious service Hertz in *********. I should be credited $52.99 for the tire I had repaired, I should be credited $128 for extending the contract when I was told the daily rate would stay the same, I should not have to pay two days rental ($168) those days were ruined by Hertz. I did not travel ***** miles to spend two days fighting with Hertz trying to get someone to help me and then the time it took to exchange our car.I come to ****** once a year. The next trip I will be taking my business elsewhere. *******************

  Business Response

  Date: 11/22/2022

  Complaint ID: ********
  ********************** RR#: 3650607

  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 by the billing of your recent rental with Hertz. As our location in ******** is an independently owned and operated licensee location. As such, the licensee owner processes his/her own billing and invoicing that is not accessible to our corporate team. Therefore, billing inquiries for rentals at these branches must be handled by the location directly. We have attempted to reach out to the branch but have been unable to get their response.

  As a gesture of customer service, we will make a manual credit of the amount. However, we  need your full charge card number to do so. Please contact us by phone at ************ between 0700-1900h CST Monday-Friday. When doing so, please reference case# 16128201

• Initial Complaint

  Date:11/15/2022

  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 rented a car from October ****, 2021 and returned it as per contract on October 11, 2022 at 9:03am. No return receipt was given to me. I received several calls from the company stating that the car could not be found then later I was assured it was a mistake on their part. My card was then charged $1842.76. I subsequently received a toll receipt via email which stated I dropped off the vehicle in October 27th but have yet to receive an email from company stating when I returned the car. I have asked the office at the rental location to look at their cameras to confront that I actually returned the car but they have not done so. Please help me to resolve this issue.

  Business Response

  Date: 12/06/2022

  Complaint #********

  RE: *****************************

  RR- 961423120

   

  This is in response to *****************************. Thank you for allowing me to address your concerns. 

  I can confirm our procedure were not completed. There was no records of contact to extend this rental and the vehicle was towed on October 27th. It was twenty one days overdue. Based on the information provided, these charges have been reviewed and are correct. With the above in mind, we respectfully decline your request for a refund. 

  Thank you for allowing us the opportunity to review and address your concerns. 

• Initial Complaint

  Date:11/15/2022

  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 double charged by Hertz and I can't get anywhere with their customer service. I rented a car and returned it on 10/9/2022, and went through a toll. They charged me for $10.55 on 10/20/2022, and then again for $15.15 on 11/9/2022. They provided me a receipt that I agree with for the $15.15, but never reversed the $10.55. I can not get anywhere with their terrible customer service.

  Business Response

  Date: 11/17/2022

  Complaint ID: ********

  RR#: 961703746

   

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

  Per the attached toll invoice the toll charge is for new tolls received by our toll processor. Attached is the toll invoice which has the details regarding each toll including the date and time it occurred. Based on this information the charges are correct. 

  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: 11/18/2022

   
  Complaint: 18401445
  
  I am rejecting this response because:

  Hertz did not attach the receipts they are referencing! There is one "correct" charge for $15.15 that is backed by the attached "toll receipt". There is a charge for $10.55 that is still not backed by a receipt (the attached "incorrect charge"). They fraudulently charged me another $2.05 this morning (***** charge) with no receipt or email making me aware of this additional charge. This business is taking advantage of costumers and deceivingly trying to charge small fees. I will not accept Hertz's response until I am refunded for two fraudulent charges, and they remove my card information from their database. I DO NOT consent to my card being charged by this business. I will be writing my congresswoman. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/22/2022

  Complaint ID: ********
  ********************** RR#: 961703746

  We have attached all relevant invoicing from PlatePass, our Toll *******************, which provides a breakdown of each toll billed plus applicable administrative fees. There are three invoices in total for $2.05, $15.15 and $10.55. These charges are correct and are being billed for different tolls utilized during the rental period. Please note, toll charges are billed as we are notified by the individual toll authorities. Therefore, there may be different transactions depending on when we are notified. 

  Customer Answer

  Date: 11/29/2022

   
  Complaint: 18401445
  
  I am rejecting this response because:

  Why is there a continuing "Current Charges" amount? Can I please have a breakdown for each charged amount? I find it hard to believe I went through one toll, and there are three separate charges. 

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

  Business Response

  Date: 12/02/2022

  Complaint ID: ********
  Hertz RR#: 961703746

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

  We apologize for any confusion; however, the documentation provided in our previous response outlines the toll charges incurred during your rental. For your convenience, we are listing them below:

  10/09/22 09:19AM ***** Plaza E
  10/09/22 09:19AM ***** 104th Ave
  10/07/22 02:00PM ***** Plaza D
  10/07/22 02:07PM ***** Plaza E

  There were four tolls incurred during the rental period in which toll charges were applied for each individual toll plus applicable administrative fees per usage days. This information is outlined in the invoices provided in our prior response and may be viewed directly on the PlatePass website by visiting www.platepass.com. 

• Initial Complaint

  Date:11/14/2022

  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 attachment/case-link for a copy of the complaint and desired resolution

  Business Response

  Date: 12/07/2022

  Complaint ID: ********
  ********************** RR#: H15945860

  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 additional charges billed for your rental. Upon receipt of your inquiry, we immediately began an investigation into the invoice billing. Upon reviewing this matter with the branch, we have confirmed a credit is due. Therefore, a full refund of $278.75 was processed today. Though processed today, please allow up to 5-7 business days for the funds to show on your billing statement. 

  Rest assured, this matter has been shared with appropriate management so that corrective action can be taken where necessary. 

• Initial Complaint

  Date:11/14/2022

  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.

  Rented a car through Hertz's website. Picked the rental car up on Oct 16, 2022 and signed the rental agreement, which had the same daily rate that I was quoted. When I dropped the rental car off on Oct 18, 2022, then daily rental rate on the invoice almost doubled. The customer service representatives at ********************** said there is nothing they can do because I signed the rental agreement. But I was charged a higher amount on the invoice than was listed on the rental agreement that I signed. I've called multiple times and sent multiple emails showing screenshots. And only get templated answers back from Hertz.Rental record: *********

  Business Response

  Date: 11/16/2022

  Complaint ID# ********

  Firefly Rental RR# *********

  Our File Number# ********

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

  According to our records you have been in dispute of the daily base rate on your rental that began in ****** on 10/16/21. Considering the rental agreement shows a base rate of ***** EUR with a 5% discount, I have adjusted the rate to match the confirmed quote at the time of pickup. The rate imposed at return was calculated at ****** inclusive of VAT. This means that you were charged ****** EUR above the quoted amount. As such, we have processed a refund of $137.07 in USD (equaling to ****** EUR) to be charged back to the location. Please allow 15 business days for the refund to become a reflective credit on the card used to pay for the rental. We take your concerns seriously, thank you for bringing this matter to our attention. We always want to provide accurate billing and exceptional customer service, we look forward to serving your future rental needs. 

   

  Kind Regards, 

  Customer Answer

  Date: 11/16/2022

   
  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:11/14/2022

  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 Hertz Rental Car in 07/23/2021 from the Overland West, Hertz System Licensee, ********** ************. It was midnight when we arrived and took possession of the vehicle. The Hertz employee gave me the paperwork, told me to fill out the form noting the damage on the vehicle but that I didn't have to worry about the damage on the front because they were aware of it. So when my grandson and I got to the vehicle I noted all the other damage and didn't worry about checking the front of the vehicle. I did see the damage that I thought they were talking about in the morning. I turned in the vehicle with no problem and returned home. Some time passed and I was contacted by representatives of Hertz saying I damaged the vehicle. I denied doing the damage and it happening while I had the vehicle. Later, *************************** ***** *************** **** System Licensee, **********, ************ contacted me and said I was responsible for the damage no matter what. He also said my story was incredible that someone would tell me not to note the damage on the front because they know about it. Yet Hertz was reporting cars stolen that they had knowingly rented out. That sounds more incredible. He is their claim #:Our Claim Number: ******, my Rental Agreement Number: ******** and what they say is the Date of Loss: July 26, 2021.

  Business Response

  Date: 12/02/2022

  Complaint ID: ********
  ********************** RR#: L71059951

  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 or frustration caused by the damage claim filed on your 2021 rental with Hertz in **********. The Hertz location in ********** is an independently owned and operated licensee franchise.  The licensee owner purchases,maintains, and insures his or her own vehicle fleet.  Claims are processed by the Hertz licensee involved.  Therefore, any inquiries regarding this matter should be directed to the licensee owner. As such, upon receipt of your inquiry we immediately forwarded your concerns to the licensee owner for further review. 

  They have provided a response with documentation.  Attached is a copy of the signed damage tag showing no damage to the front of the vehicle at the time of rental. Also, at the time of rental the location advises customers of any damages notated on the vehicle, in this case was the rear passenger door and rear panel. Customers are encouraged to walk around the car before departing the facility and ensure that if any other damages are detected that the branch is notified or they will be responsible for that damage. They have also advised that the lot in which the vehicle was parked had sufficient LED lighting which allows for a clear inspection of all vehicles before departure. 

  Based on this information, the damage claim is considered valid and the licensee owner has advised to reach out to ***** for assistance with this damage claim.

• Initial Complaint

  Date:11/14/2022

  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 rented a car from Hertz, *****, *****************, on July 11th, 2022. Since I am an under-25 driver, I got charged the extra fee (which doubles my total from $1600 to $3200). After renting the car, I discovered that, as an AAA member, I could have the fee waived. So, I returned to the pick-up location, ready to return the car and open a new, cheaper contract with my AAA card. They quickly told me to keep the vehicle and return it on the drop-off date to get a refund. I wanted to ensure I got the correct information, so I texted their customer service number. I was told the same thing (I have screenshots I can provide). So, I did precisely that. I kept the car for the rental period and returned it on the drop-off date. I showed my AAA, and they said, "there's an issue with the system, contact customer services for a refund." Now that I have gotten in touch with customer service, they're telling me, "The information our staff gave you was wrong; you should have given your AAA card from the beginning. We cannot refund you the money." Now, I am stuck in the middle. Using my email address, you can see the emails I have sent to the multimonth department with the screenshots. That was my first resort. I didn't want to make a public complaint because I was confident this was a misunderstanding, but clearly, it was not. I feel like I am being penalized for following their staff's instructions. I am owed $1600 in refunds months after returning the car. I hope my complaint brings visibility to Hertz and their poor customer service and staff training/management. I had a good laugh reading their website, where they proudly say they "drive integrity" and display their ***************************** 2020" award. I have been charged a total of $3200. I am expecting a refund of $1600. My rental record number is *********, and my reservation id is ***********. Sincerely, A frustrated customer.

  Business Response

  Date: 11/15/2022

  Complaint ID: ********

  RR#: 586631253

   

  Thank you for contacting us. We appreciate the opportunity to review your concerns. Please be advised our policy requires the reservation to be booked with the *** corporate discount number for you to receive the benefits. As the reservation wasn't booked with the *** corporate discount we must respectfully decline your request for a refund.

• Initial Complaint

  Date:11/14/2022

  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.

  I was rear ended while stopped at a stop light by a person in a Hertz rental car on 9/1/22. The driver of the rental car was at fault. I submitted the claim to my insurance (Allstate), who submitted information to Hertz and their insurance team. I received one voicemail to date from a woman representing Hertz's insurance. The message was unclear, but left a claim number and email address. I have emailed this address several times and have not received a response. It's been two and a half months since the accident and neither me nor my insurance company has been able to reach Hertz's insurance representative. The claim number I was given in a voicemail from Hertz's insurance is M01M012557665 (to the best I could understand the woman). The name of the driver was *****************************. His email is ***************** The car was a Tesla Model 3 with ******** plates BRC K74. Registration vehicle ID *****************. Pictures of the Hertz car and registration are attached. Please help me resolve this so I am able to be reimbursed for the damages to my vehicle.

  Business Response

  Date: 11/28/2022

  Complaint ID: ********

   

  Our ***************** provided the following response in regards to your complaint.

   

  We have communicated with the claimant, ***************************, and advised we are not handling the claim as the renter was working for UBER at the time of loss. Weve provided Progressives claim information.

• Initial Complaint

  Date:11/14/2022

  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 car to pickup and return in ****, ****** from October 30 - November 7. I chose to pre-pay the rental price of 1 week + 1 day at $585.28. The approximate amount to be paid at time of rent was $0. Available optional items at the counter were collision damage at $287.86, personal accident insurance at $75.38, and theft protection at $370.10. Since I was on vacation and didn't want any hassles/worries, I chose the extra insurance expecting an additional $733.34. However, Hertz charged an additional $2245.65. Everything about their handling of additional insurance was misleading. What I was seeking was peace of mind. What I received was a fleecing. I accept the additional $733.34, but $1,512.31 needs to be credited back to my credit card.

  Business Response

  Date: 11/23/2022

  Complaint ID: ********

  RR#: 557456605

   

  Thank you for contacting us. We appreciate the opportunity to assist. We have reviewed the charges with our France team. They have advised the additional charges of ******* was the charge for damages and 50 is the damage administrative fee. However, they have provided a new appraisal which shows the damage charge was over estimated as the front bumper can be repaired and doesn't require it be fully replaced. The new appraisal amount (see attached) is ****** and 50 administrative fee. Therefore, I have issued a refund of ******* to your credit card. Please allow 7 business days for the refund to post to your account. 

   

   

   

  Customer Answer

  Date: 11/29/2022

   
  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.

  However, I do wish to convey that there was nothing wrong with the light, but I did not take a picture at dropoff so have no corroboration. I would suggest that Hertz check the ************ operation to verify these repairs.
  
  Sincerely,
  
  **************