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

7,207 total complaints in the last 3 years.
1,725 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:11/04/2022
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.
Rented a car from Dollar Car Rental on 7/22/22, at the ************** airport. The car had existing damage. When the car was returned on 7/30/22, the person checking in the car stated a Vehicle Incident Report needed to be completed since there was damage to the car. The damage occurred prior to our obtaining the vehicle.On 9/20/22, I received a letter from Dollar (Hertz/Dollar/Thrifty) demanding payment for damages in the amount of $1,035.10. The phone number listed on the demand letter is ************. If you call that number, nobody ever answers the phone, and a voice mail message recording states to list your name and additional information and two things occur. 1) either nobody calls you back or 2) at the end of the message, the call immediately disconnects, not allowing you to leave any information. 10/22/22, Dollar emailed me that the damage had in fact occurred prior to my obtaining the car. I have requested a formal letter from them be sent exonerating me from any claims on this (sent via email on 11/1/22).On 10/31/22, I received a second and more threatening letter from Dollar (Hertz/Dollar/Thrifty). This notice says to pay the amount or be sent to collections. Again, their phone number of ************ is not one where anyone will answer. Please find this letter attached. The calls to them take exactly 21 seconds because the recording says to leave a message and immediately disconnects.I am attaching the correspondence dated 9/29/22, that was sent to Dollar at their address on Attachment 11 in that correspondence that says, "Direct All Inquiries To". Please note that is not a valid address despite being on their receipt. That correspondence was returned due to no forwarding address. Also attached is the email correspondence with Dollar where they say we are not responsible for damages and to ignore the letter from them.If I do a reverse lookup for the address on the threatening letter, several businesses are listed. It seems like a scam of sorts.
Business Response
Date: 11/07/2022
BBB Case 18361588

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

I apologize for the inconveniences this issue has brought. Unfortunately, your attachments did not come through. Could you please re-send them for review?

Thank you for contacting us.
Business Response
Date: 11/09/2022
BBB Complaint: 18361588
RR# *********
This is in response to ***************************,
Please accept our sincere apologies for any misunderstanding regarding the damage claim dispute.

Upon further review of your query, we immediately reached out to our Claims team on your behalf of further assistance. Per our conversation with the ************************ team, it was confirmed the claim the damages were pre-existing, and the claim has been closed, our records show you were advised on October 22, 2022, as well as by phone via a voicemail message on November 7th, 2022, that the claim is closed, and you were no longer responsible for the damages.

Please know that we take all customer concerns seriously,please do not hesitate to reach us directly for future inquires.

Thank you for contacting us.
Customer Answer
Date: 11/09/2022

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:11/04/2022
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 received a final invoice/receipt from Hertz regarding my rental vehicle, on 7/29/22. Rental record is H15722173. The invoice/receipt shows a $0 balance. On 11/2/22, I received a call from a collection company regarding a past due balance from Hertz. On top of having a $0 balance, I was never contacted by phone, by mail, or by email regarding a past due balance, prior to my account being sent to a collection company. I have tried contacting Hertz a few times and I continue to be told to contact the collection company. I have attached a copy of my final receipt/invoice.
Business Response
Date: 11/07/2022
BBB Case 18357185
Res No: 982506523

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

I apologize but I am unable to open the attachment you sent.

Our records show that you were billed $209.83 but a payment of only $125.00 was charged, leaving a remaining unpaid balance of $84.83. As advised by prior agents, you will need to reach out to the ****************** *********************** to make this payment.

Thank you for contacting us.
Customer Answer
Date: 11/07/2022

Complaint: 18357258

I am rejecting this response because: I emailed the attachment to your business showing that the balance on my account has been paid and is at $0. My account should have never been sent to collections. I am going to file a complaint with the ******************* if you are just going to ignore the final receipt and invoice showing my balance is $0.

Sincerely,

*******************************
Business Response
Date: 11/08/2022
This is a response to *******************************

I apologize but I am unable to open the attachment you sent.

Our records show that you were billed $209.83 but a payment of only $125.00 was charged, leaving a remaining unpaid balance of $84.83. As advised by prior agents, you will need to reach out to the ****************************************** to make this payment.

Thank you for contacting us.
Business Response
Date: 11/16/2022
BBB Complaint: 18357258
RR# H15722173
This is in response to *******************************.
A review of our records indicates your total charges at return were $209.83, your bank only authorized $125.00 of the final charges leaving a remaining balance of $84.83.

Furthermore, our records show that a letter was sent on 09/17/2022 and 10/15/2022 advising of the unpaid balance. Currently,the balance on the invoice indicates zero because the amount was sent to a third-party collection agency to obtain payment.
With the above in mind, we find that the unpaid balance of $84.83 remains unpaid for rental record H15722173. We recommend contacting the third-party collections agency ********************** directly at ************ to make the payment in full. If you require further information regarding authorization,please contact your bank directly.

While I understand this is not the outcome you were anticipating; we ask that you respect our decision this has been fully addressed. Please know that we take each of our customers concerns seriously, please do not hesitate to reach us directly for future inquiries.

Thank you for contacting us.
Customer Answer
Date: 11/16/2022

Complaint: 18357258

I am rejecting this response because: First, there isn't a reason a bank would only authorize a partial payment when the funds are there, and I have contacted my bank. They confirmed the total amount was charged. Second, I received the final receipt showing $0 on July 29th, 2022, prior to the account being sent to collections. Third, I never received prior communication before being sent to collections.

Sincerely,

*******************************
Business Response
Date: 12/02/2022
BBB Complaint: 18357258
RR# H15722173

This correspondence is in response to ********************************
We apologize for any frustration caused; however, our previous response remains unchanged. As advised, a partial payment was received from your financial institution leaving an outstanding balance owed. As you have stated the full amount was paid, please supply supporting documentation in the form of your bank statements from June 2022 - November 2022 so that we may further review the transactions made by Hertz on your account.
Initial Complaint
Date:11/04/2022
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 made a reservation for a certain car and amount and when I got there the guy told us that we needed to get another car and also pay more even though we reserved a car months ago for a certain price. I asked him to honor for the same price and he said he could not.
Business Response
Date: 11/07/2022
Dear ***********************,
Thank you for contacting us. I appreciate the opportunity to review and address your concerns.
Upon review of your rental, our records show you booked the midsize sedan and upgraded to a Mid-Size SUV at time of rent. Based on the Signed Rental Agreement (SRA) we show the upgrade was accepted and signed for.Therefore, the upgrade is considered a valid charge and a credit is not warranted. Attached is a copy of the of the invoice for your review.

Thank you for bringing this to our attention. We value your business. us why here...
Initial Complaint
Date:11/03/2022
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.
We reserved a car for November 2, 2022 at 4 pm. When we got there the office had closed and locked, despite telling us through phone conversation that they were open until 5. Also when we called the store it says office hours are 8-5. We waited several minutes and no one came so we left and when we returned the following morning for office hours, they told us that it was our fault and they had no car for us to rent. We paid in advance for a car we never received. We called customer support, head quarters, anyone we could and they told us they couldnt do anything about it. Their website also says that you can pick up an hour before open to an hour after closing time. The whole situation ruined a $500 trip for a 80 year old grandmas birthday. This has also happened to other people in the area.
Business Response
Date: 11/03/2022
BBB Case 18352702

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

I am regrettably having trouble locating your reservation as there are no specifics in your message. Could you please provide your Reservation Number Starting with a K or J? Where did this reservation take place?

Thank you for contacting us.
Initial Complaint
Date:11/03/2022
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 from Hertz at *********************** on August 26th 2022 under rental agreement number *********. I passed through the *********** on August 28th and attempted to pay the required toll of **** twice, with two bank cards and then followed up with a phone call to the toll authority ***. More details are in the attachment which is the response from *** on my attempts to contest the toll violation that I consider invalid, and related to a technical fault at either *** or their payment vendor Worldpay. In a response to a SAR request of *** they disclosed that they use Worldpay for payments and I do see that Worlpay had a major payments outage on that day (also attached as a document)*** issued a toll violation to Hertz as the registered owner of the car, and Hertz billed my credit card a total of *****, broken out as follows: 3**** for the fine, ***** for an administration fee.Hertz apparently has to act to contest the toll violation however I question their motivation to do so, as the administrative charge they have assessed is greater than the actual fine.*** will not discuss the issue with me as this was a rental car, and Hertz have been non responsive to both myself or ***. Either Hertz should contact *** or provide me with a letter of authorization to proceed with contesting the toll violation. Hertz have no customer service to talk to, and when I have tried the number suggested by BBB, Hertz connects me to the same IVR system in ****** that in turn directs me to a web-chat. Reps on the web chat repeatedly tell me that my case has been escalated but I have had no response from Hertz for almost two months. You will also see in the attachment that *** have been unable to reach Hertz. I have emailed Hertz customer service in ******, and also ********************** executive customer service with no response other than an automated acknowledgement with case numbers:15490469, ********, ********, ********, ********, ********, ********, ********
Business Response
Date: 11/03/2022
Complaint ID: ********
RR#: 243611395

Thank you for contacting us. I apologize for your dissatisfaction with the toll and administrative fee. While the charges are valid and in order, in the interest of customer service I have issued a refund for the toll and administrative fee in the amount of ***** GBP. Please allow up to 7 business days for the refund to post to your account.
Customer Answer
Date: 11/03/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. I had suggested that the business pursue the appeal or provide me with a Letter of Authorization to pursue on my own, however their decision to refund me without appealing is acceptable to me. I appreciate your help in this matter. After six weeks of trying to get a response from the business, your site has produced an acceptable outcome in a matter of hours

Sincerely,

***********************
Initial Complaint
Date:11/03/2022
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.
Rental agreement#*********, rented 5/3/22 1:19pm -5/5/22 1:00pm; Hertz sent a vehicle incident report claiming front driver side lamp assembly damaged. Pictures of the damage was taken the next day and in a different spot from where I returned the car. I immediately challenged the claim and asked for the dispute resolution process and before and after photos of the car with the metadata. I did not receive either. I have been sent the same exact material 3 times which only shows photos taken on May 6th in a parking lot different from where I returned the car. In addition, when I returned the car the Hertz employee didn't see any damage and said I was good to go. Now they have sent a collection agency after me. I didn't do any damage to this car. Hertz does not give the customer any opportunity to defend any accusation. Damage must have been done in their parking lot after I returned the vehicle. I am so frustrated by the "guilty because we said so" attitude.
Business Response
Date: 11/07/2022
BBB Case 18350367
Res No: 546168873

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

I apologize for the inconveniences this issue has brought. I was able to confirm that this claim has been closed. You should no longer receive any correspondence regarding the matter.

Thank you for contacting us.
Customer Answer
Date: 11/12/2022

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:11/02/2022
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.
Member #******** Rental Sept *****th 2022.Rental car was returned September the 28th at approximately 12:45PM. I have been being billed 138$ daily since then for failure to receive their vehicle back. ***** pick up truck returned to their return line. I have tried calling in numerous time, on hold for hours at a time and no one answers the phone. I have tried calling the local number to the **************************** location as well as the corporate line given in automated calls received.
Business Response
Date: 11/03/2022
Complaint No.: 18347300
Rental No.: 969720415

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

Thank you for allowing me the opportunity to review this matter.

I apologize for the inconvenience this may have caused you. As a gesture of our good-will I have refunded your late fee in the amount of $138.00, please allow **** days for funds to post back to your account.

Thank you for contacting us.
Initial Complaint
Date:11/02/2022
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 No *********. I rented a car from Hertz for 4/5/22-4/9/22 in *******, ** with credit card points through Chase Sapphire. Upon arriving at the Hertz rental counter at my destination I was told my reservation was not paid for and therefore need to provide payment to receive the vehicle. I paid for the reservation using my same Chase Sapphire CC, ***** then disputed the claim for me as the reservation was paid before prior to my arrival and I was being double charged. ***** confirmed that Hertz had accepted liability of the dispute. I received a call from a debt collector, **************************, on 10/31 and was taken aback that an outstanding debt was in my name. I learned that a **** was sent from both Hertz and the debt collector to an incorrect address that is not mine to try and receive payment. This address was not provided to Hertz at the time of picking up the car nor is it the address that is on my drivers license that was provided. After learning of the outstanding debt I contacted ***** who stated "they weren't sure why Hertz was charging you as they accepted liability of the dispute". I am looking for a resolution of this outstanding debt to not go against my credit as I was unaware their was outstanding debt since the notices were going to an address I had not provided to Hertz as well as the amount was already paid for and this was a double charge
Business Response
Date: 11/03/2022
Complaint ID: ********
RR#: 522084566
Thank you for contacting us. A review of our records indicates the rental was not prepaid. Due to this you will need to request a refund from the third party as the reservation was not booked as prepaid, therefore you were billed directly. 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. Because of this the balance was sent to collections and must be paid to the collection company.
Customer Answer
Date: 11/03/2022

Complaint: 18348278

I am rejecting this response because the reservation was prepaid and booked with points. Attached is a document showing the reservation, showing the total, and showing the points being used to pay for the charge of $515.72. This seems to me to be a disconnect between Hertz and the third party creditor (Chase).
I am also rejecting the response as after the dispute was filed Hertz sent the bill and a follow up notification to an incorrect email address. This address was not provided at time of pick up, it is not listed on my drivers license that was provided at time of pick up. It was the fault of the Hertz employee to not update their system correctly, due to this fault the debt became outstanding and is now with an harassing debt collector.
I feel like Hertz should take responsibility for their employees and relationship with travel rewards companies in this matter.

Sincerely,

***************
Business Response
Date: 11/03/2022
BBB Case 18348278
RA No: 522084566

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

As advised by a prior agent, our records show that Hertz never received any form of pre-payment for this rental. Due to this you will need to request a refund from the third party as the reservation was not booked as prepaid, therefore you were billed directly. Our records also show that Hertz did not accept liability and I apologize for the misunderstanding.

Thank you for contacting us.
Initial Complaint
Date:11/01/2022
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 rental from 3/1/2022-3/6/2022 Upon return of the car I had asked if the bill could be paid by someone other than the card on file, which was accepted by the branch and the transaction was supposedly completed with a receipt of payment given to us at the time, as well as emailed to myself at the time of payment. However I have been informed only now that this invoice was supposedly not paid and that I have an outstanding balance and am on the do not rent list. When speaking to the billing department I would get the same answer of the card on file was unable to pay the balance but that was not the card used for that transaction, and there was no indication of the card declining or a fraudulent text from the bank saying this payment was blocked. We had left the establishment with the car returned and a receipt for payment. It has since been sent to a third-party collection agency and we are being asked to pay this full amount when we had initially left thinking the balance was paid.
Business Response
Date: 11/03/2022
Complaint ID: ********
RR#: 405333611

Thank you for contacting us. A review of our records indicates the payment of $1027.56 was billed to **** card ending in ****, however the payment was rejected by the financial institution. On 04/09/22 and 05/07/22 an invoice to request payment was mailed to 445 ***************************************. There was no response from you to the requests. Due to this the amount was sent to collections with Transworld. You may call Transworld at ************ to pay the balance.
Initial Complaint
Date:11/01/2022
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 ****** Sentra on October 5, 2022 from Hertz in ********, ****** understanding the rental car fee for four days would be $257.61. We used the car for four days and returned it on October 9, 2022 to the same Hertz facility that we were originally quoted. I returned from my vacation to my home in ** on October 10, 2022. I checked my debit card charges online and found that Hertz had charged me an additional $323.56 as well as the $257.61. This was $323.56 more than I was quoted when I picked up the car. When I contacted the Hertz customer service they told me that I was charged $20.23 for bringing in the car one hour late (we returned the car two or three hours before the car was due). In addition they charged me $31.30 for an airport concession fee (we did not return the car to the airport, we returned to the same location we had picked it up which was in the ****************). The customer service representative informed me that the remaining charges were the charges I had agreed on when I rented the car. I also was charged $134.95 for a damage waiver and $93.90 for a liability insurance supplement, two charges that I was not shown when I rented the car because I have rental car insurance with my personal insurance company.I am asking for Hertz to reimburse me $323.56 for the fees they over charged me. I googled the actual average car rental fee in the ** and found that it was between $40.00 to around $64.00 per day. Hertz charged me $323.56 which works out to be $145.29 a day which is an outrageous amount to charge for a rental car.Again I am asking that Hertz refund me $323.56 that they overcharged me without my knowledge.
Business Response
Date: 11/02/2022
Complaint ID: ********
RR#: 960595333
Thank you for contacting us. A review of our records indicates $323.56 is the prepaid voucher amount for your rental. Per your attached signed rental agreement (SRA) the additional charge of $257.61 is for the insurances accepted at the rental counter. Attached is your SRA and rental invoice. Based on this information we respectfully decline your request for an adjustment.

Customer Answer
Date: 12/28/2022

Complaint: ********

I am rejecting this response because:

I wish to take this complaint #******** to mediation - please contact me

Sincerely,

***********************
Business Response
Date: 01/03/2023
Complaint ID: ********
********************** RR#: 960595333
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. 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.

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Hertz is NOT a BBB Accredited Business.