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

7,189 total complaints in the last 3 years.
1,720 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:10/24/2022
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.
Our business credit card and address information was stolen back in June by some random person named ********************************* with Hertz to rent a Tesla car. I was able to catch the charge on our company credit card and get the charges reversed and credited back to us, but we had to cancel the card, etc to ensure keeping our credit score in good standing. Now I'm getting late charges, etc to our address. I called Hertz, spoke to customer service and a supervisor and they will NOT take my company address or old credit card number (lucky canceled) off the account. They said the customer who setup the account had to call in to change info. I explained, the person who stole our credit card info will not call in to admit guilt, etc, didn't change anything. I even offered to get ahold of our credit card company and request documentation proving we had to cancel charges and get new credit cards and send it in, they said it didn't matter, they would not get our info off that account, not even with proof.
Business Response
Date: 10/27/2022
Complaint ID: ********
Please provide a police report and any other documents you may have to support that the credit card and address was fraudulently used so that we may share them with our Fraud Department.
Initial Complaint
Date:10/24/2022
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.
9/29: I reserved a car from Hertz for 10/1-10/9 9/30: I call the Hertz location to confirm my rental. The man at the desk hangs up before saying anything. I call back and this time they answer and say they will call me back. An hour later I have still not received a call back and I reach out to Hertz again. I am hung up on for a 2nd tone before the employee even says a thing, so I call for the 4th time now, the employee answers and promises they will call back before they close. They never called me back to confirm or offer any help 10/1: I arrive to Hertz 5 minutes before they open and as I am standing outside the door, ***** finally calls back to say they have no cars and lost track of time to call me back 10/3: Even though Hertz has NO cars for me and I didnt receive anything, they charge me $355 10/5: I reach out to Hertz and they claim to process a refund that I should see in **** business days 10/21: 10+ business days have come and gone and I have not received a refund. They stole $355 from me. My reservation number is K2650451053
Business Response
Date: 10/27/2022
Complaint ID: ********
Res#: K2650451053
I apologize for any inconvenience you experienced. Please rest assured we will address your experience with the local team to prevent recurrence.
In regards to your refund for the prepaid reservation. I have confirmed the refund of $355.29 was completed and will post to your account within 48 hours.
Customer Answer
Date: 10/29/2022

Complaint: 18295679

I am rejecting this response because: It has been 48 hours and I still do not have a refund. I just want my money back so I can pay my bills! It has been 26 days since you fraudulently charged me, and this is the worst experience I have ever had with a company.

Sincerely,

*********************************
Business Response
Date: 10/31/2022
BBB Case 18295679
Res No: K2650451053

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

Our records show this refund cleared on 10/29. Please allow up to 3 business days for the credit to post.

Thank you for contacting us.
Initial Complaint
Date:10/24/2022
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 car for my husband on 10/21/2022. We rented it because we needed to take a friend of our to the airport. I did the reservation online because that way we paid for the car rental and my husband he doesn't speak alot of English can you go and picked it up. When my husband showed up at the location an employee call ****** inform him that because we paid with a debit card we had to wait 24hrs to get the car. On the website of Hertz there was no information about that. All it said was that if you paid with a debit car the deposit fee will be up to $500.00 dollar and if it was done with a credit card then it would be up to $200.00. My husband called me and I explained this to ****** and asked to speak with his manager(****)who never took the phone to talk to me and simply said no. I try to cancel the reservation since we no longer need the car and it tell me that if I cancel a fee of ***** will be charged to my account. I don't think if fair that I gave to paid that fee since it their fault and not my. I also want my money back as soon as possible.
Business Response
Date: 10/27/2022
Complaint ID: ********
Res#: Unknown
We would like the opportunity to respond to your message, but we are having difficulties locating the reservation; please provide the following information: 1. Reservation confirmation number. 2. Name of primary renter. 3. Beginning and ending dates of rental. 4. Location of rental. Once we have the updated information we will be glad to assist you.
Initial Complaint
Date:10/24/2022
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 have just gotten off the phone with your rental suspension team and they have advised me of a suspension of my account. This is most definitely invalid as the issue that occurred in 2021 was due to negligence on the part of hertz that was corrected, and a partial refund was issued to me.There were many conversations and the notes should be on the account, but I will provide a brief summary of what happened. 2021 I was in ***** and had gone out to dinner. My bag was stolen and that included the keys to the rental. I immediately called hertz and advised them my bag along with the keys were stolen and I needed a tow asap so I can turn in the rental and obtain a new one . The representative I spoke with from hertz advised me she sent the order for a tow and that I should head back to the resort as the tow company was In Route . ************************************************************************************************************************************************ to call back within 24 hours. Another day passed and no one could give me an update so I spent the entire day escalating the matter only to find out that the order for the tow had never been placed and the original hertz agent lied .Hertz representative then apologized and advised a new order had been placed and that I should call back. 5 days had passed and no one knew what was going on or why the previous 3 orders were never placed. Hertz finally sent a tow truck, but the unit was no longer there.I spoke to several manager who advised they were working on a solution to secure the unit.18 days later the unit was located and secured. A manager called me to update me on the status and to issue a credit on my account. I was advised by Hertz due to no fault of mine that my account would not be impacted, and all responsible fees were paid after credits and adjustments were completed.I was left stranded in ******** ******** 1.5 hours away from my hotel during a business trip 10/17-10/20 .
Business Response
Date: 10/26/2022
Complaint ID: ********
Thank you for contacting us. After a thorough review we have reinstated your rental privileges effective immediately. I apologize for any inconvenience.
Initial Complaint
Date:10/24/2022
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.
10/18/22 I was charged $903.77 By Hertz-rent-Car...AA Flight **** to ***********, ***** arrived at 2:05 PM.I only drove **** miles to exit ************ because the car died.Called Hertz emergence at 4:03 PM... 35 minute call.Car died twice before exit 185. Pulled over because the engine was making noise and the dash alarm was chiming. Car would not restart. We waited 1 hour at Exit 185 for the tow truck Hertz ***************** towed the car away.I have made 3 phone calls to Hertz *************) with no resolution. Requested call back from a supervisor, but no response.I want my $903.77 refunded to my **** card.
Business Response
Date: 10/25/2022
Complaint ID: ********
RR#: 966542441
Thank you for contacting us. I apologize for the problems you encountered with your rental. We have confirmed the vehicle was towed on 10/18/22. Therefore, I have issued a refund of $903.77 to your credit card. Please allow up to 7 business days for the credit to post to your account.
Customer Answer
Date: 10/25/2022

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:10/24/2022
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.
RR# ********* I am an active duty military member that rented a vehicle from Hertz during official travel on orders from 10JUL2022 to 15JUL2022 in ************* **. I returned my rental on time on 15JUL2022, and heard no indication of issues. My rental fee was to total $525.81. Two days later I received an email informing me that my rental vehicle was not returned and I would be charged an elevated rate plus the additional days I was told I had rented for, resulting in an updated charge of $1209.95. I called and explained the situation, and following an investigation Hertz emailed me on 25JUL2022 explaining that I would be refunded the difference of $684.14. They explained this may take beyond the current billing cycle to reflect, so I saw no need to follow up constantly regarding it. Within the past 2 weeks however, I received a written notice that I had an overdue payment for this reference number and an entirely different balance of roughly $604, which took me by surprise. I attempted to log into the indicated site over that weekend to establish what was overdue, but the system wouldnt accept the document number I provided. I ended up calling customer service, and was told my account was moved to collections for non-payment. The agent refused to help me beyond providing that information. When I asked to be escalated, the agent abruptly hung up on me. I then called the collections agency, and was told they had no information on **** have attached relevant documentation: 1) The rental receipt return details 2) The erroneous late return receipt 3) The follow-up communication from CS for the refund As correspondence shows the original balance had already been addressed, I am requesting the indicated resolutions.As this rental was made on US military official travel through government means, if I am unable to receive prompt resolution from Hertz, I will deliver my case and all corresponding receipts/documents to my unit JAG for legal action.
Business Response
Date: 10/25/2022
Complaint ID: ********
RR#: 631431710
Thank you for allowing me to review and respond. A review of our records indicates a refund of $684.14 was issued to your credit card on 07/26/22. On 07/28/22 our ********************** was notified the total amount collected for your rental was $604.90, therefore you received a refund for an amount that was never collected. Because of this the balance was sent to collections. Therefore the balance owed is correct.
Customer Answer
Date: 10/26/2022

Complaint: 18299535

I am rejecting this response because:
I was charged over $1200 by Hertz for this rental. The refund I was issued was for the difference between the rental cost and what I was charged. I have attached the receipt showing that this amount was actually charged.

Sincerely,

*****************************
Business Response
Date: 10/27/2022
Complaint ID: ********
RR#: 631431710
Please provide your credit card statement that shows the initial amount of $1209.95 was collected and paid by your credit card company.
Customer Answer
Date: 11/01/2022

Complaint: 18299535

I am rejecting this response because:
I've just checked my statement and do not see the original charge anymore.I had definitely had that amount being charged to me when I reached out to Hertz in July, though, which is why they put in the initial refund. I don't know why or how it dropped off. However, I have a big issue with Hertz punishing me for the failure of one of your customer service agents to perform their due diligence; if that wasn't a final charge, they should have never refunded me, and I certainly should not be dealing with an amount in collections at this point. Especially since the e-mail I was sent from your customer service told me it could take some time for the statements to be fully resolved, and my Hertz account indicated absolutely no issue at all.
To be clear, even though I take issue with the quality of customer service by continuing to charge me due to your company's mistake, I have no issue with paying the actual rental balance. I do not want to handle this through a collections agency, however. Please allow me the ability to resolve this directly with your company, and please lift any rental restrictions under my name.

Sincerely,

*****************************
Initial Complaint
Date:10/24/2022
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 Rental charged me $31.75 for tolls between October 3rd-11th 2022.Tolls were suspended by the governor of ******* during my car rental.Sent Hertz an email about complaint but they wouldnt correct the problem
Business Response
Date: 10/25/2022
Complaint ID: ********
RR#: 919468163
Thank you for contacting us. Please be advised the suspension of toll charges only included select toll roads. The tolls you were charged for were not apart of the suspended tolls. Attached is your toll invoice.
Initial Complaint
Date:10/24/2022
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 in August for 1 week. The amount came to $438 is what was due at the counter. I went to pick the car up and was charged $565. I tried resolving this with Hertz directly and was told I upgraded the car which I did not. And their employee told me which row to pick any car from. I would never have upgraded for an additional fee! This is bad business and I am only looking for the difference in cost.
Business Response
Date: 10/25/2022
Complaint ID: ********
RR#: 817077940
Thank you for contacting us. A review of our records indicates you reserved a weekly rate of $438.00, however this was the amount before mandatory taxes and fees. There was no upgrade fee associated with your charges. Attached are your signed rental agreement and final invoice.
Initial Complaint
Date:10/24/2022
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.
Rented a car 07/11/2022 at 12:37 PM Fro ********* Airport ** for $121.23 for 1 day (technically I could have the car from 07/11 12:30 pm -07/12 12:30 pm Returned the Car at 8:30 am EST 07/12/2022 at the *********************************************************************** Hertz location. I dropped it in the parking garage and handed the keys to a hertz employee who said I was all set. A few weeks later I get a credit card charge of $275.00. I called hertz and asked and they said the car was returned at ************************* national airport on 07/15 so this was extra days etc added to my trip not whoever rented it after me. They stated they fixed this and I did get a refund back in my account $360. This was more than the 275 they originally charged but I figured maybe they had another charge pending etc. Months later (10/21), I get a bill for another $173 and it was sent to collections since I have not received notice about this before (no email, no charge to my account even though they were happy to charge my account an additional 275 dollars originally) because I apparently owe them the money they refunded me. Which does not make sense because even if I owed them the difference between the $275 they originally charged me for a rental that was not mine, and the 360 they refunded me it would be $85. I tried to call them to fix this and have them check their system since something got messed up but they sent it to collections. I first want this resolved because they messed up on their end, this was their every mistake made. I secondly want this correct and taken from the collection's place they sent it because it is ridiculous that you make the mistakes, not one, not 2, three and then send it off.
Business Response
Date: 10/25/2022
Complaint ID: ********
RR#: 631855836
I apologize for any misunderstanding. A review of our records indicates the balance owed of $173.23. This is due to although the amount on the invoice showed a total of $448.23, only the amount of $275.00 was collected. However you were provided a refund of $360.21. Please refer to your credit card statements which will indicate you were never charged $448.23 but only $275.00 and then received a refund of $360.21.
Customer Answer
Date: 10/25/2022

Complaint: 18296939

I am rejecting this response because:
173 is not *******. I understand the ********************************************************************************************************* my car once I returned it. So the actual charge was 121 which I was charged and paid. The refund of 360 - 275 (additional charge) does not equal 173. If anything I owe $85 the difference between your wrong refund and wrong charge. But considering this was mistake after mistake on your end that is being generous paying you for this irresponsible and poorly managed problem. This was a mistake on your part and irresponsible to then retroactively charge for an accounting error on your part with no call or email.

Sincerely,

************************************************
Business Response
Date: 10/27/2022
Complaint ID: ********
RR#: 631855836
I apologize you disagree, however the balance owed is correct based on the amount collected and the amount refunded.

Business Response
Date: 11/10/2022
Complaint ID: ********
RR#: 631855836
I apologize you disagree, however the balance owed is correct based on the amount collected and the amount refunded.
Initial Complaint
Date:10/24/2022
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 reserved and paid for a vehicle online. I arrived to the Hertz ******* location to pick the vehicle up. Once I arrived I notice the car being washed. However they did not clean the inside of the car. I already waited 30 minutes for the outside to wash which to me wasn't as important as the inside being clean. I asked for the inside to be clean which never happened. I explained that I would return to pick up the car after I received the car. I was taking my personal car home and returning for the rental. They never cleaned the inside of the car. It had visible/ soiled stains all over the seats. I took pictures. I decided that there was no way I wasn't going to take the car because it was not up to standards. I dropped the key in the drop box. Never taking the car off the lot. I was thinking maybe they would at minimum charge a day and refund the rest. I was charged the full amount $288 although the car wasn't driven. I called Hertz and requested a refund which they then told me they have to contact the rental location to validate my claims. I am asking for a refund.
Business Response
Date: 10/25/2022
Complaint ID: ********
RR#: 917943040
Please accept my sincere apology for the condition of the vehicle. We always want to provide quality vehicles to our customers and we appreciate you letting us know of your experience. Considering this information I have issued a full refund of $288.37 to your credit card. Please allow up to 10 business days for the credit to post to your account.
Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.
Customer Answer
Date: 10/25/2022

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,

La'*******************

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Hertz is NOT a BBB Accredited Business.