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.
1,729 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:10/31/2022
Type:Product 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 rental due to me being rear ended and my car was in the shop. When I first arrived at Hertz they were very helpful in getting me a rental car. After leaving the lot it seems that I had numerous car issues with the rental car And despite Hertz promises to help me they never did. I was in **** ***** for work and the car battery died. I called Hertz roadside assistance in order to get help I sat there for 1 to 2 hours with no help. I finally figured out the situation on my own. A few weeks later I ended up on the side of the road with a dead battery in the car being out of gas. I called Hertz roadside assistance several times in order to get assistance. I ended up being on the side of the road for six hours with no food no water and no bathroom in sight. My mom had to come and pick me up in order for me to get home. It was a major inconvenience for everyone involved. I am extremely disappointed in Hertz and their customer service at this point. I have had two different charges on my account one for $185 and the other one for $42. I have tried and tried to call hertz in order to resolve this matter . I have not been able to speak to a person. I called roadside assistance and they told me that I would need to talk to the location where the rental was made. I have called probably 10 times trying to talk to someone and the phone just rings and rings with no answer. There is no mailbox for me to leave a voicemail. At this point I am just frustrated and will never rent a car from Hertz again. I am still needing a refund or at least an explanation for the charges on my account I am beyond frustrated and do not know what else to do.
Business Response
Date: 11/01/2022
BBB Case 18334452.
RA No: H18824061

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

I apologize for the inconveniences and frustrations these issues have brought. Could you please provide a screenshot of the charges you are concerned with?

Thank you for contacting us.
Customer Answer
Date: 11/02/2022

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.

************************* ******
Initial Complaint
Date:10/31/2022
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.
********** out lied to me 2x as to the upgrade charge. Said it was $60 ($20/day) but it was $195($65/day). Manager and customer service refused to refund me $135. And supervisor failed to call me back.
Business Response
Date: 10/31/2022
BBB Case 18333268
RA No: 967621012

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

I apologize for the inconvenience and frustration this issue has brought. I was able to issue a refund of $135.00 to the card on file for the difference in upgrade rates. Please allow up to 10 business days for the funds to post to your account.

Thank you for contacting us.
Customer Answer
Date: 11/01/2022

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 if the refund is issued as stated.
thank you!

Sincerely,

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

Initial Complaint

Date:10/31/2022

Type:Billing Issues

Status:

Resolved

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.

Yes, on or about 09/14, my spouse and I had rented a vehicle from the subject location and are repeat customers both for leisure and insurance replacement, and had returned our vehicle 2 days early. However upon receiving our final invoice and request for follow-up..., we had never received any response and believe that we're owed 2 day credit refund for returning early. We had utilized ************** box. This location shouldn't have a drop box if it doesn't permit early returns or is otherwise unmanned. We're also certain that this location wouldn't hesitate to charge us extra for returning late which should also work in reverse! Thanks!

Business Response

Date: 10/31/2022

BBB Case 18331498
RA No: 910713871

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

Are you able to provide any documentation to support when the vehicle was dropped off?

Thank you for contacting us.

Customer Answer

Date: 11/06/2022

Better Business Bureau:

This business has subsequently responded and indicated that they would be issuing the credit for the 2 days early return. This, this complaint is now resolved and can be closed-out. v/r,

Sincerely,

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

Customer Answer

Date: 12/12/2022

Yes, on or about September 14th, my spouse and I had rented a vehicle through our local Hertz Office, (Hertz Corp), which we had curtailed our plans and returned the rental 2 days early on September 17th at the locations (drop box). The location is unmanned at certain hours, but offers the option which we aren't responsible for. Hertz had offered a refund with no embraces indicated in the amount of $94.45, which they're now indicating wasn't approved and that the rental was returned on July 19th, which is false. We hereby demand the offered and implied credit of $94.45 in good faith. Thanks!

Business Response

Date: 12/15/2022

Complaint ID: ********
********************** RR#: 910713871

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 when the refunded amount was deleted from our billing systems. Rest assured, this is being addressed with appropriate management for their full review and corrective action where deemed necessary. At this time, we have reissued the refund of $94.45. You should see this credit within 5-7 business days on your account. In addition, an updated invoice will be available to you within 24 hours by visiting the Hertz website or mobile app.

Customer Answer

Date: 12/15/2022

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, so long as the promised or indicated credit does get processed this time through.

Sincerely,

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

Initial Complaint
Date:10/31/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am a Hertz Gold member. I rented a car through Expedia which connected me to Hertz. I verified with both ******************************** that my Gold (loyalty) membership would/could be used. I get to *******, ** ************** said they cant help me because I booked through Expedia? This is absolutely unacceptable. Why am I am loyalty member when you turn me away to check in for my car as a Gold Member. I had to wait in line for over an hour. 30+ people in line (2 ******** ***** I missed an extremely important family meeting. This makes no sense, customer service said oh well you should have booked direct.
Business Response
Date: 10/31/2022
BBB Case 18330507
Hertz RA# 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. At Hertz, we aim to provide the highest level of service before, during and after a rental. I appreciate the time you have spent in reporting this to us. Please provide us with your 9-digit Rental Agreement number or 11-digit Reservation 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: 11/01/2022
These are the details for my rental agreement.
Initial Complaint
Date:10/28/2022
Type:Product 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 10/27/2022 I rented a vehicle from hertz in ********** **. I rented the vehicle for 4 days. As I was driving I notice a problem with the steering. I was approximately 25 miles from my home on my way out of town. I pulled over and contacted hertz customer service. At this time the office where I rented the vehicle was close. A hertz representative informed me that she can contact a tow truck driver but she cannot say when he will arrive at my location. I was given a case number and informed the representative I will try and drive back home. The next day 10/28/2022 I returned the vehicle back to the place I rented it from. That representative said I'm sorry we do not have any available cars there but I can go to another location. I informed him that I needed to be at my destination today by one o'clock pm and the only way that can happen is by airplane. I already had miss my reservation for the hotel which had a cancelation fee. He said again he was sorry. Still I was charged for one day rental. I then called customer service again gave the representative the case number and I was told I will get a gift certificate for 75 dollars off my next rental (the charge for that one day was *****). I explained to the representative that I can't use that just return the ***** on my credit card and I will eat my lost deposit on the hotel and the airplane ticket (anytime you get a rush airplane ticket it cost more). The supervisor said that cannot return any monies and the best they can do is the gift certificate. I inform ************** that this was unacceptable. The vehicle should have been inspected before it was rented. None of this was my fault but I'm out of a day's work money, and sleep because of this problem. I have the case number *********. and receipts from hertz and cancel reservations.
Business Response
Date: 10/31/2022
BBB Case 18327371
Res No: K2874863956

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

I apologize for the inconveniences you experienced. I was able to issue a full refund of $73.55 to the card on file. Please allow up to 10 business days for the funds to appear in your account.

Thank you for contacting us.
Customer Answer
Date: 10/31/2022

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:10/28/2022
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.
Confirmation number K22811991D2 I booked a full size van with Hertz in August. I was traveling from ******* to ********** for a cruise with six people. Upon checking the reservation 10/25- only a full size sedan was booked. Upon reaching out to Hertz they were very reluctant to rectify the error as well as escalate my call. They stated there was no vans available for my travel dates. I offered a call back until they Pulled the original call showing I reserved a Van. They refused any solution and said the only step they would take was educate the previous representative. I disconnected and goggled the corporate office #. When trying to reach out I got Routed to the reservation line. When I asked for The corporate number office they told me I could find it on the website. Frustration took over and I said they were doing despicable practice and I would never recommend them to anyone, and disconnected the call. The representative proceeded to call me back three times harassing me using inappropriate language, being very unprofessional and use threatening language. I have reached out to her via email and have gotten no response.
Business Response
Date: 11/03/2022
BBB Complaint: 18326382
Reservation ID: ***********
This is in response to ******************************
Please accept our sincere apologies for the difficulties you experienced during your recent rental and not being able to secure a Minivan. Please be assured your comments have been forwarded to the Area Manger for an internal review and any corrective action deemed necessary.
Upon review of our records, I can confirm a refund of $172.20 was issued to the credit card on your account. Attached is a copy of your invoice for your review and records. In addition, 950 points were applied to your Hertz loyalty account for the inconvenience.

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.
Initial Complaint
Date:10/28/2022
Type:Product 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.
Reservation J96820905A5 and Case #******** (also case #********)I canceled this reservation on May 25, 2022, and received a confirmation email from Hertz for the cancellation that same day. I have yet to receive my refund of $610.86. I have been calling your company repeatedly and I was given the above case numbers based on my calls on August 31, Sept. 8, Sept. 19, Oct. 3, and again today, Oct. 27. Each time I was promised my refund within 7 -10 business days. During the Sept. 8 call, I was told the Hertz "system got stuck on Step 6" of the refund process. Today I was told it needed to be escalated because a supervisor's approval is needed to complete the refund. I demand to be refunded per the rental agreement.
Business Response
Date: 10/31/2022
BBB Case 18324883
Res No: J96820905A5

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

I apologize for the many delays in processing this refund. It has fully cleared out system as of 10/30 and you should receive it within the next few business days.

Thank you for contacting us.
Customer Answer
Date: 10/31/2022

Complaint: 18324883

I am rejecting this response because I have not yet received my refund. It has been promised in the next few business days, so I will continue to check my account daily.

Sincerely,

*******************
Business Response
Date: 11/02/2022
BBB Case 18324883
Res No: J96820905A5

This is a response to ********************
We have attached a copy of the refund invoice for your review and record.
Customer Answer
Date: 11/03/2022

Better Business Bureau:

I have received my refund in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************
Initial Complaint
Date:10/27/2022
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 Tuesday, October 18th 2022, I had to come to the aid of a friend regarding her rental with Hertz at the ****************** Airport location. She had rented a car through them at $730.33 online. When she got to the counter they demanded that she use a credit card. Nowhere on their site does it state that she has to use a credit card, so she called me crying and I went to help. After talking with another rude representative they stated that we could use a debit card as long as the person had a return flight, again not a detail thats on their website. So we pushed the reservation to my name. They requested my ssn for the security of the rental and after I gave it, we asked if they would be running my credit and the agent stated that they already did, they didnt state that that is what my ssn would be used for nor did I give permission to run my credit. After that happened they then stated that they would out a hold on my account for $1230 and it would only be run for the $730 when we returned the car and to go and pick up the car. We had more hiccups when picking up the car as the first one they gave us had faulty equipment lights, the second car was already rented, and then the agent just gave us an upgraded car and stated not to worry about upcharges. We returned the car on Saturday, October 22nd and on Sunday my card was charged for $335. On Monday, 10/24/2022 my card was charged again for $801 and then on 10/25/2022 my card was charged again for $246. So I have called today 10/26/2022 and inquired about the charges and was told that the $246 would be refunded in **** business days and that they could offer $75 towards a future rental but that still doesnt do anything about how I was only to be charged $730 but have now been charged $1372 in total and after the refund of $246 that will still be $1127. Im wanting them to correct their website, my charges, and my credit report. I will be contacting my bank regarding these charges also.
Business Response
Date: 10/28/2022
BBB Case 18319006
RA No: 966461635

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

Thank you for letting us know about the difficulties you experienced. I apologize for the negative attitude of our representative,who failed to handle the matter in a courteous and professional manner. We are concerned about the quality of our service and appreciate your bringing this matter to our attention. Please be assured that appropriate management will be sent a copy of your comments for their review and corrective action.

Our records only show a charge of $800.81. You were charged $53.37 because the rental was not returned with a full tank.

The charges of $335 and $246 are Authorization Holds. Our records show that all authorization holds were released on 07/04. Once an authorization hold is released, it is the responsibility of your financial institution to release the funds back to your account. The amount of time this takes is dependent on your bank. Please be advised that you will need to reach out to your bank directly for further assistance if the holds do not fall off within 7 business days. Please note, once the authorization hold has been released from your account, it will not appear as a credit, it will just be removed from your statement and the funds will no longer be pending. If you are unable to resolve this with the bank you will need to call our ****************** at ************ with your bank on the line so we can release it at that time.

Thank you for contacting us.
Initial Complaint
Date:10/26/2022
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 October 12, 2022, I immediately canceled a reservation with Hertz for a rental car. I received an email confirmation. I have called Hertz 4 times requesting they release the hold on my debit card for $145.35. I have been told they cannot help me nor did they try to help me. One representative told me to call my bank and tell them to release the hold. I have sent messages and emails and have not received a response. I searched their website and was directed to a message that said sorry we are working on resolving an issue and listed phone numbers that aren't in service. I was told the hold would be released within 24 hours of the cancelation and it is now 13 days.
Business Response
Date: 10/28/2022
Complaint ID: ********
Res#: K27840019E5
A review of our records indicates the reservation was booked and cancelled the same day 10/12/22. Because of this Hertz settled the charge as our system doesn't collect authorization or payment until after 24 hours and your reservation was cancelled within 24 hours. In cases such as this your bank will have to release the authorization.
Initial Complaint
Date:10/26/2022
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.
Me and my husband booked are a gay Latino couple (from ******) a rental car online through our *********** credit card! When we got to the Hertz branch at the ***************, The lady who attended ** was extremely rude and impolite! She looked at us and asked for the credit card and the Id for whom the reservation was under I let her know that my husband didnt speak English very well and as soon as she saw the license she immediately asked. How was your husband even able to get a drivers license in the **? Specially from MA? Its not like it is any of her business. And then she proceeded to say: I dont get how you guys live in ***************** and he doesnt speak English also none of her business! And then after that she pulls up the reservation and I said to her that I wanted to use my own private insurance company and she said no, she said that In ******* we were obligated to use hertz full coverage and not our own which I found weird because were able to use our own insurance with rental care in ******* before! So she forced ** to get insurance from hertz and was very rude and treated Me and my husband differently for being gay, not speaking English and Latino. And the funny part is that she was also Latina and very sassy just assuming that people from ****** speak Spanish even though we speak Portuguese. I would like a refund and to be compensated for the rude customer service and for how rude, xenophobic and homophobic your employee was! We rented it from 10/19/2022 until 10/23/2022 Rental Agreement No: ********* Reservation ID: ***********
Business Response
Date: 10/27/2022
Complaint ID: ********
RR#: 966921395

Thank you for contacting us. We appreciate the opportunity to assist. At Hertz, we pride ourselves on the high quality of our customer service, and it is disturbing to learn of the incident you described. I sincerely apologize for the impression our representative left with you. Please be assured your feedback has been shared with the appropriate Hertz management their immediate review and corrective action.
I am very sorry for the misinformation regarding the insurances. The insurance is optional and not mandatory. Considering this, I have issued a refund of $225.16 to your credit card. Please allow up to 7 business days for the credit to post to your account.
Customer Answer
Date: 10/27/2022

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.