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

7,213 total complaints in the last 3 years.
1,727 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:11/14/2022
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.
Rental *********. Prepaid for a Tesla model Y which was not available. Rental desk said I would be refunded due to car not being available. Looking for that refund. Thanks!
Business Response
Date: 11/17/2022
Complaint No: 18396806

RE: ***********************
Our case: NO:16116980
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 October 27th, 2022, when he picked up his rental at our ********* for rental record *********. After a thorough review of the reservation booked for the Tesla E9 class, our records show he was downgraded to Tesla E8 Sedan.

The travel industry at large is experiencing high demand for travel while facing shortages in vehicle availability. I apologize we were unable to provide your reserved class upon pick-up. As a result, I have refunded the difference in cost of $50.00 to your card ending in 7978.

Thank you for allowing Hertz the opportunity to review this matter.
Customer Answer
Date: 11/17/2022

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:11/11/2022
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 need to file a complaint on an employee that did not let me rent. I am not on a dont not rent list this employee was very angry and denied me to rent I did nothing to ***** to be treated to so disrespectfully **** s broadway is the location. I had an appointment booked for this morning. She messed up my job because I work for Uber and I rent through you guys all because she was having a bad day. She didnt give me one. There was small damage on the back of the hood I explained to them what happened a light rail closing gate hit the back of the trunk. I do have all of the insurances that I could get and Im willing to pay for the deduction but how am I supposed to do that when I cant even drive for Uber. I was treated very rude Ive been a customer multiple times. I had a car accident years ago with you guys and you guys never judged me always and still let me rent. But that lady ***** got it out for this black man. I didnt do nothing to her for her not to rent to me this morning all she did was stop my income and money how is that fair when she needs income and employment too. I just want to file a complaint because if shes treating me like that I could imagine how she treats others and makes them come down to the appointment just to yell at them tell them no and call the police for no apparent reason
Business Response
Date: 12/03/2022
Complaint# ********
RE: *******************
K3071499219
Thank you for contacting us. i appreciate the opportunity to review your concerns.
Please accept my apologies on behalf of the Hertz Executive team for the impression the employees left with you. Please rest assured, your comments and information have been forwarded to the General Manager to review internally.
I sincerely regret your experience with Hertz, and we did not meet with the high standards of service we strive to maintain. As a service-oriented company, we rely on a customer feedback to help us maintain and improve our service performance standards.

The information you provided is very important to us, since it tells us how our various locations are doing and where improvements are needed.
We appreciate you taking the time to share your feedback please be assured that we are working actively to solve this for our loyal customers.
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. Please do not hesitate to raise any *************** and thank you for choosing Hertz.
Initial Complaint
Date:11/11/2022
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.
When arrived to Hertz check-in to pick up car, was told by the receptionist that nothing would be charged on card except for gas upon return. We declined all extra insurances or options available at the counter. She hurried us through signing paperwork and I confirmed that we had paid in full and we would only owe gas. She confirmed. Was never given any receipt for paperwork after leaving. Once we arrived back at *** Hertz, we again never received any info about any extra charges.$225.04 was charged onto card a few days later, my husband called Hertz on 11/9/22. Was told that he gas amount was $32 and was told the would investigate and call back within ***** hours. Never heard back, called again on 11/11/22. Spoke to **** and was told that he could only refund ****** because of airport concession fees, customer facility charge, and vehicle licensing recovery fees, which was already paid at the time of booking. We attempted to explain to him that this fees had been paid, but he refused to help Then he said the gas was $42 instead of $32 as previously told earlier this week. He said he would not give us a break down of the fees then hung up on us.
Business Response
Date: 11/11/2022
Dear ***********************,
Complaint#********
Rental Record# *********
Thank you for contacting us. I appreciate the opportunity to review and address your concerns.
Upon reviewing your, a refund in the amount of $155.01 was processed today. Please allow 5-7 business days for the funds to go back to your account.
We appreciate the opportunity to clarify this matter. Thank you for your business.
Regards,

Customer Answer
Date: 11/14/2022

Complaint: 18392903

I am rejecting this response because this is not the total amount that should be refunded as explained in original complaint

Sincerely,

***************************
Business Response
Date: 11/15/2022
Complaint ID: ********
RR#: 983823875

I apologize the taxes were not properly adjusted when the *** was refunded. I have issued an additional refund of $17.80 to your credit card. Please allow up to 7 business days for the refund to post to your account.
In regards to the prepaid fuel option please be advised per your adjusted signed rental agreement (see attached) the prepaid fuel option was quoted as $42.91. Based on this information we respectfully decline your request for an additional adjustment.
Customer Answer
Date: 11/15/2022

Complaint: 18392903

I am rejecting this response because the amount offered to be refunded is not the total amount due. Charged $225.04 minus gas charge of $42.91 which is $182.13. The total offered is $172.81$9.32 still needs to be refunded.

Sincerely,

***************************
Business Response
Date: 12/02/2022
Complaint ID: ********
********************** RR#: 983823875
We apologize for any confusion caused; however, the base rate of the Fuel Purchase Option (FPO) is $42.91. This does not include applicable taxes and fees which when included the charge is $52.23. With this in mind, our previous response remains unchanged and further adjustments are not warranted. 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.
Customer Answer
Date: 12/02/2022

Complaint: 18392903

I am rejecting this response because I have not been issued a receipt of gas consumption to confirm this is correct.

Sincerely,

***************************
Initial Complaint
Date:11/11/2022
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.
Rental Record #:L-2117275-6 This rental location was dishonest about the car that was provided to me and as a result my life was put in danger. I requested an all-wheel drive because of impending snow. They said for a $10 upgrade I can get a mid-size which is an all-wheel drive. I agreed. It turns out the car was not an all-wheel drive and the car got stuck in the snow on a mountain pass at 11pm. The next day I switched out my car at a different location closer to me. I was told by Hertz I would not be charged a different destination drop-off charge given the circumstances but this Hertz still charged me for it. I called the location to speak to the manager to resolve but was told manager was not available because he was "looking at cars" and he would call back. Never received a call. In sum, this Hertz was dishonest about the ************ me extra, and didn't even bother to engage to resolve. First document shows what I should have been charged ($60). The second document is what they actually charged me ($177.07)
Business Response
Date: 11/21/2022
Complaint No: 18389613
RE: *****************
Our CaseNO:1608546

Rental NO: L21172756

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 Rental on October 23,2022, to return at the same pick up location on August October 24, 2022.

Please note, in accordance with the Terms and conditions, if any changes or alterations made to the original rental/reservation the rates and cost are subject to change. This is including but not limited to extending a rental, returning early or change the return location.

Our records show the vehicle was dropped off at *******, **, and ********** was informed by the location a drop fee in the amount of $100.00 will be charged. Therefore, the charges have been reviewed and are correct. No refund is warranted.

Thank you for allowing Hertz the opportunity to review this matter.
Initial Complaint
Date:11/11/2022
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.
In 4/28/22 I picked up a rental car from Hertz in ********** **. Reservation #RRH14500382. My vehicle was under repair at **************** in ********** and when my vehicle was repaired I left the rental with them to return to Hertz. I received a call weeks later from progressive agent ******************* ************ stating that Hertz stated I never returned the vehicle. I reached out to ****** they confirmed I dropped off the vehicle on Saturday, June 11, 2022. So I never received a final bill at Hertz because I didn't drop it off. We got that finally straightened out then months later Hertz charged my credit card on file for loss damages that I never approved as my vehicle was being repaired and I was fully covered by Progressive for the duration of the claim/rental. I never authorized those charges. My first initial contact was with ***************************** and she can attest I never authorized to be charged for insurance.
Business Response
Date: 12/01/2022
Complaint#********

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

RR- H14500382

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

I regret any misunderstanding regarding the estimated charges quoted. Your contract shows as accepting (***)at the time your reservation was confirmed. Had an accident or loss during the rental. Hertz would have honored the Terms and condition of the Rental agreement. A copy of the signed Rental Agreement (SRA).

As a good will gesture of customer service. Our records show a credit in the amount of $100.00 of the *** charge was processed on October 19th, 2022. However, additional compensation is not warranted.

Thank you for allowing me to review and address your concerns.
Initial Complaint
Date:11/11/2022
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.
May 11, 2022, I reserved and rented a vehicle for ONE-week from *** airport with Hertz PRICELINE. RESERVATION: Pick-up: Wed, May 11, 2022 - 02:00 PM until: Wed, May 18, 2022 - 02:00 PM. I requested to extend my rental via Hertz vehicle extension hotline EVERY WEDNESDAY MORNING until June 24th, 2022. Which means I called Hertz Hotline: May 18th, May 25th, June 1st, June 8th, June 15th, AND Lastly June 22nd, 2022. I spoke to a Hertz representative & processed payments on every call. Upon every call I was told the total amount to be withdrawn that day (for the week extension), I authorized the payment each time by reading my card number and CVC. Once payment processed on Hertz end a confirmation number was given to me at my request as proof of payment received. Unfortunately, I was told the vehicle needed to be return for service on June 22nd therefore I only arranged extension until June 24th, 2022. Once I returned the vehicle on June 24th, 2022, I was one hour late and needed my check-out document as proof that the reservation was satisfied, Hertz told me the total balance was already reflected and Hertz would email my receipt. Upon my surprise Hertz hit my business bank account with $1647.39. I was left with insufficient funds therefore ***** Fargo than hit my account with a $35.00 overdraft fee additional to my negative balance. I immediately contacted ***** Fargo assuming the mistake was on ***** Fargo's part until Hertz was called via 3-way & confirmed they wanted to charge me that specific amount. The matter was unresolved between ************************** even after I gave proof of all transactions being processed WEEKLY, therefore ***** Fargo and I began a Claim against Hertz. The claim against Hertz was resolved and closed in my favor as of July 2022 after all evidence was submitted and investigated.Now I am receiving an invoice of $1647.39 which I refuse to pay since I still obtain proof of payments for each vehicle extensions. BBB please help me to a $0.00 Balance.
Business Response
Date: 11/11/2022
Complaint ID: ********
RR#: 570365261

Thank you for contacting us. We appreciate the opportunity to assist.
A review of our records indicates each week that you called to extend the rental your card on file was authorized for the additional deposit amount which is in accordance to our rental requirements. Upon return of the rental the final charges are settled. Hertz did not collect payment in the amount of $1647.39 for this rental due to the chargeback you initiated with your financial institution. As the balance is valid you are expected to pay the balance for the rental.
Initial Complaint
Date:11/10/2022
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 had a reservation at Hertz Rental car for their ****** ** (reservation # K2802093736) location that I booked 1 month in advance. Ubered out to get car (*****), walked in and the lady just shrugged her shoulders and said they had no cars, told ME to call around. I called Hertz customer service and the gentleman called around, and finally told me to go down to *************** location, that he had spoken to the ** *********************** and he would take care of me there. I ubered to the train station (*****), took the train (1hr and ****) got to the airport and was told they would not help me and ***** denied speaking to the customer service guy. Called customer service again, was hung up on right away, called again and after 45 minutes was told they could get me a car, for ******, I asked to speak to a manager and was hung up on. So not what I had been told this morning. My dad is very sick and I need to see him, but now I cant due to this bait and switch ridiculousness which has now consumed 8 hours of my day (9am- 5pm by the time I get back to the hotel. No care or concern given by Hertz. They could care less that I am more in this huge city stranded!!
Business Response
Date: 11/11/2022
Dear ***********************************
Complaint #********
Res: K2802093736
Thank you reaching out to us. I appreciate the opportunity to review and address your concerns.
I understand that ****** *** Airport was unable to secure your recent reservation with a vehicle, on behalf of Hertz I would like to apologize for any inconvenience this may have caused to you and your travel plans. The travel industry at large is experiencing high demand in travel while facing shortages in vehicle availability from the manufacturers.We remain committed to provide more fleet availability
In order to process Uber refund. I must have documentation in form of a receipt. This information can be sent by email once received; I will immediately begin the process to refund you for the cab charge.
Regards,
Initial Complaint
Date:11/10/2022
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 called 11/10 a total of three times in regards adding my Gold Points to my upcoming rental appointment for 11/11 confirmation # K3064619174 first time i called i spoke with a gentlemen that stated that he was looking into adding my points to my upcoming appointment he then hung up on me resulting me having to call back again to which i was hung up on again and called back and spoke with another gentleman that was not able to assist to which i made the request to speak with management to assist asked if he could put me on hold i said ok next thing im back in the que to speak with another representative not a manager to which i expressed to the young lady i was transferred to that i would like to speak with a manager to which again i have been given the run around and would like this rectified before my upcoming appointment i have used hertz for many years and have never had such an unpleasant experience such as this
Business Response
Date: 11/10/2022
BBB Case 18385230
Res No: K3064619174

This is a response to Leightinyah ******.

Regretfully, in order to utilize Gold Points, they must be used at the time of booking and cannot be added to a reservation retroactively.

Thank you for contacting us.
Initial Complaint
Date:11/10/2022
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 booked a rental car with hertz -my reservation number is K27824591F2 When I arrived the car was not ready so the employee at the counter told me I could cancel and boom a different vehicle that was ready but I would need to call and get a refund for the canceled rental I have called over a dozen times and heard the same story each time that my refund is processing it will take **** days so I waited the allotted time still no refund I escalated and made a hertz case -case # ******** Still no refund i have called every day for the past week and each time I am told its processing just waiting for a supervisors approval and that they will send it over and still no refund I have asked for a supervisor repeatedly and Im told their is not one available.I also requested documentation of my refund being processed and they claim they can not send emails either. Hertz has taken $521.93 and clearly has no intentions of returning my money. Their customer service lies and just tries to get you off the phone I want my money back or I will pursue legal action please help on anyway you can.
Business Response
Date: 11/10/2022
Complaint ID: ********
Res#: K27824591F2

I apologize for any inconvenience caused. I have confirmed the refund of $521.93 for the prepaid reservation was completed. It can take 3 - 5 days from today to post to your account.
Initial Complaint
Date:11/10/2022
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.
I rented a one way rental from ******* to ***************, **, pickup 11/4 and returning 11/5. When I went to return the car in the morning, nobody was at the location, nor was there a dropbox. When I returned later in the day, the office was closed and there was no way to drop off the car. I called customer service and they were not able to help, they said I could extend the rental and pay the additional cost. The office was also closed the following day, which meant that I had to extend my rental and pay for additional costs I should not have incurred. I'd like a refund of the amount charged for extending the rental beyond one day.
Business Response
Date: 11/10/2022
BBB Case 18383704
RA No: 984268574

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

I apologize for the inconvneniences this issue has brought. I was able to issue a refund of $397.68 for the extra days and ************************** (ERS) charges. Please allow up to 10 business days for the funds to post.

Thank you for contacting us.
Customer Answer
Date: 11/10/2022

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,

***************************

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Hertz is NOT a BBB Accredited Business.