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

7,187 total complaints in the last 3 years.
1,718 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:10/20/2022
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.
On 10/13/2022 I had a prepaid rental agreement with Hertz car rental for the amount of $564.61 (rental agreement number RR96403264). I picked up the vehicle as the designated location (*********************** in *******.) Upon pick up the car seemed to be functioning properly but the very next day the car began to have mechanical issues. After reaching out to their corporate office I was instructed to bring the car to the local Hertz location which was in ****** *******. Upon arrival at the ****** location I spoke with **** who identified himself as the manager of that location. **** was unable to help me as he didn't have much availability. I again reached out to Hertz corporate (Spoke to a ******* who supplied me with a case number of "**********".) ******* instructed me to travel to the ********** location near ***********************. After a 45 minute ride I arrived at that location who once again insisted they couldn't help me and that I needed to visit the location I rented from. That would've been another 1 hour away. In the midst of all of this I called the *************** location 33 times and NEVER ONCE did anybody answer the phone or return my phone call. After all said and done I was stuck with the car & never did get a phone call back, only wasted a majority of a day of my vacation. At the end of my trip I returned the car to *************** where I rented it and asked to speak with a supervisor, at this point they claimed one was not available and had me scan a sign with a QR code they claimed "goes right to the Manager of that location." Today is now 10/20/2022 and I STILL have not gotten any correspondence from the locations manager or corporate. The communication OR LACK THERE OF is absolutely appalling, not sure how you can run a business like this. In the event that they again elect to not respond to this I will be putting a stop pay on the credit card transaction- although id prefer if ********************** would do the right thing and take the time to fix this
Business Response
Date: 10/24/2022
Complaint No.: 18251041
Rental No.: 964043264

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

I sincerely apologize for the inconvenience regarding the mechanical issues encountered during your rental period. All Hertz vehicles are required to undergo strict maintenance and servicing procedures prior to being released for rental.Unfortunately, certain mechanical problems can occur unexpectedly. Please be assured this matter will be brought to the attention of our local maintenance personnel.

As a gesture of our goodwill I have added 950 loyalty points to your account, which is equivalent to a one-day rental. Thank you for bringing this matter to our attention.

Thank you for contacting us.
Initial Complaint
Date:10/20/2022
Type:Order 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.
My husband and I purchased a vehicle from Hertz Car Sales ********, *************************************************************************************** in August. My second set of temporary tags expired two weeks ago. I have left more than a dozen voicemails or written messages with other employees over the last two weeks for both the salesman, *************************, and the two sales managers at this location. No employees have returned my calls to tell us how to address or correct this situation.
Business Response
Date: 10/21/2022
BBB Case 18247908

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

The tags should have arrived at your doorstep as they have been shipped out by the location. ***** tracking number 770210451780

Thank you for contacting us.
Initial Complaint
Date:10/20/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a car from Hertz, ********** in June 2020. I have owned the car for just over two years, have only put ****k miles on the car, and I am being told the car needs a new engine. The estimated cost is anywhere from $10k - 13k. I am still paying for the car and it will cost three-quarters of what I paid to fix it. How can a ************************ excellent condition, need a new engine 2 years later? When I called the ************** I was told "cars break" and he did not know what to tell me. It appears the **** warranty ended 2k miles ago. I trusted this dealer and now believe there had to have been an issue with the car before I purchased it and I am being stuck with the bag. This is not right and the consequence of this issue will be detrimental.
Business Response
Date: 11/03/2022
Complaint ID: ********
********************** RR#: Unknown
This correspondence is being sent in response to a query made by *****************************. Thank you for allowing us the opportunity to review your concerns.
We would like to ensure your concerns are forwarded to the appropriate team for further review and handling. However, since your rental took place beyond 2 years ago, the rental information is no longer available to our team in the billing or reservation systems. Therefore, we are requesting any information such as Claim # or Rental Record# so that we may assist.
Customer Answer
Date: 11/04/2022
This was not a car rental, it was a car purchase. I purchase a 2018 in 2020, had the vehicle for 2 years, and only put just over 16k miles on the car and was told the car needs a new engine at $13k.
Business Response
Date: 11/07/2022
Complaint No.: 18248445
Rental No.:N/A

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

Thank you for allowing me the opportunity to further review this matter. I have reached out to proper personnel regarding the purchase of your vehicle and the issues you have encountered with it. They will follow-up with you directly regarding this matter. I sincerely regret the inconvenience this has caused you.

Thank you for contacting us.
Initial Complaint
Date:10/20/2022
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 am writing for you to resolve the dispute in my favor after you hear my end of the dispute and understand the following: 1) The damage/dirtiness that Hertz claims is on the seat is NOT by me and is a pre-existing condition of the vehicle and 2) I did not authorize or sign for the additional amount due that Hertz has charged me in the amount of $240.00. I am a loyal heavy renter with a 5 star track record when it comes to rentals and a 5 star member with Hertz Gold On September 7th I returned the vehicle to ************** after renting the vehicle and only agreeing to the rental fees and any associated taxes. I had dropped off the Vehicle at the Airport drop off center and I had no issues at return. Later I go to check my statement and I see an additional charge of $240.00 from Hertz due to a stain on the seat that was not performed by me. First and foremost, Id like to mention that no one was in the vehicle but me and my suitcase in the trunk, I had never used the passenger seats and the rear seats of the vehicle.When picking up the vehicle, I had noticed the stain, but the Representative who checked me out at the Hertz Exit sign only told me to acknowledge any exterior damage in which there was none. I returned the vehicle in the same condition and then after I had returned with no issues, I get an email stating they had charged me an additional $240.00 for a stain that was not done by me nor did I sign and authorize any additional charge (as you can see in the email attachment that Hertz sent me regarding the alleged damage, it says Customer Not ******************************* has simply tried to make extra money by charging me for an international rental because they know I am not in my home country. No one told me at time of rental vehicle drop off and just charged me behind my back without even discussing my end, hence leading to my dispute. I reached out to Hertz to ask for documentation and proof that the stain was not there before and they had nothing. Terrible
Business Response
Date: 11/03/2022
Complaint ID: ********
********************** RR#: 355211360
This correspondence is being sent in response to a query made by Danish *******. Thank you for allowing us the opportunity to review your concerns.
We regret any misunderstanding regarding the damage fees billed. The Hertz location in ****** is an independently owned and operated licensee franchise. The licensee owner purchases, maintains, and insures his or her own vehicle fleet. Claims are processed by the Hertz licensee involved. Therefore, any additional inquiries should be directed to the licensee owner.
Upon receipt of your inquiry, we reached out to the licensee owner in ****** for their further review and assistance. After careful investigation, they have advised that all charges billed are valid and an adjustment not warranted. They have also indicated that records show there was no noted issue with the vehicle prior to being rented under your rental contract.
While we understand this is not the outcome you were anticipating, we hope you will respect our position on this matter as we consider it having been fully addressed.
Customer Answer
Date: 11/03/2022

Complaint: 18248220

I am rejecting this response because if you simply look at the photos there is simply no damage, looks like something that someone can wipe off in normal cleaning nothing out of the ordinary. Furthermore for a loyal 5 star member you are not believing the customer in seeing that it was not performed by me and I was not present when they decided to charge the fee. There was several hours between the time that I dropped off the vehicle and that the fee was charged that the location could have done anything with the vehicle to try and make some extra money. There is no proof that the vehicle did not have a **** before rental, they only inspected outside the car and I have done nothing in my rental period for this to happen.
Sincerely,

Danish *******
Business Response
Date: 11/03/2022
Complaint No.: 18248220
Rental No.: 355211360

This is in response to Danish *******.

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

I regret the inconvenience regarding the damage claim associated with your rental. We did not meet with the high standards of service we strive to maintain. As a service-oriented company, we rely on customer feedback to help us maintain and improve our service performance standards.

I have processed a refund for the damage claim in the amount of $240.00 as a gesture of our good-will. Please allow **** business days for funds to post to your account.

Thank you for contacting us.
Customer Answer
Date: 11/03/2022

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,

Danish *******
Initial Complaint
Date:10/19/2022
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 left a jacket in my car when I returned it in ****** 4 months ago. The item was found right away, and I gave my credit card for payment for shipping, but it hasnt been sent back to me. Its been sitting at label created since June 6. (Tracking #***************)Ive tried contacting customer service through the confirmation email I received, but havent heard back, have also communicated numerous times with customer service folks on ******** and ******** to no avail. And no one ever gets back to me, after I've been assured that someone will contact me.When I do hear back, they tell me that their "courier service" lost my jacket before it was given to ****** and to NOT contact ****** When I still didn't hear back about what was going on, then I was told ***** lost it. Which one is it?At this point, I'd just like to be refunded the $35+ I paid to have it shipped back to me, as that obviously didn't happen. I tried contacting ***** for the refund, and they said since I paid Hertz, Hertz is the one that needs to refund me. While I'd like to be given the $50 to replace my jacket, I know that won't happen.
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.
Hertz finally got back to me and refunded the money I paid to have my item shipped back.

Sincerely,

*************************
Initial Complaint
Date:10/19/2022
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 corporation is saying I owe more than I actually owe and turned me into a debt collector when they actually owe me money.
Business Response
Date: 10/20/2022
Complaint ID: ********
Voucher #: 008640332
A review of our records indicates you prepaid your reservation on 02/18/22 for the amount of $141.84. The reservation was scheduled for pick up on 03/26/22. You completed the rental. On 05/23/22 a chargeback was received for the amount of $141.84, on 06/20/22 a payment of $67.65 was approved by your financial institution. This left a balance owed of $74.19. This balance is correct and must be paid.
Initial Complaint
Date:10/19/2022
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 Record #********* for September ****th. When getting our car, I inquired about a *** discount, the woman at the counter told us she could apply the discount now and it would be refunded to my card. Well it never was refunded and when I called customer service about it, they said she applied it to the wrong driver and since the trip was over they would not adjust it. The employee also told us that adding an additional driver would not cost us any more money because we had the same address. So when that additional fee was added after our trip it was quite a surprise. Then, within a few days of having the car it alerted us that the oil level was at "0%" so we called the roadside assistance number. The woman on the other end instructed us to drive it directly to the nearest Hertz and they would trade it out for us. So we had to drive out of our way when we had other vacation plans to trade in the car. Luckily they were able to give us a new car, a premium car that needed premium gas which was a much higher price than we were wanting to spend. Well to my very fun surprise, a couple days after our trip I was hit with a large bill for gas for the first car. When I called customer service, they told me I should have refueled the car--despite the roadside assistance telling us not to and to take it straight to Hertz. Not to mention, there were no gas stations on the way. For the gas and additional driver alone we were charged an additional $182.73 over what we thought we were supposed to be paying with an additional loss due to the *** discount not being applied and being forced into paying for premium gas.
Business Response
Date: 10/20/2022
Complaint ID: ********
RR#: 835495113
I apologize for any misunderstanding regarding the *** discount. Please be advised to receive the benefits of the *** discount the reservation must be booked with the Corporate Discount Program (CDP). A review of your attached signed rental agreement (SRA) indicates your acceptance of the additional driver fee. Considering this information we respectfully decline your request for a refund.
In regards to the fuel charge because you were not advised to fill the vehicle with full prior to exchanging the vehicle I have issued a refund for the fuel in the amount of $68.38 to your credit card. Please allow up to 7 business days for the credit to post to your account.
I sincerely regret your rental experience with Hertz did not meet with the high standards of service we strive to maintain. As a service oriented company, we rely on customer feedback to help us maintain and improve our service performance standards.
Customer Answer
Date: 10/20/2022

Complaint: 18242174

I am rejecting this response because:
I appreciate the refund to the gas but in regards to one of my other complaints- When we asked the counter representatives about additional drivers, we told her we didnt not want an additional driver if we had to pay for it. She told us it would not cost any additional money. We were told by the counter representative that we were signing to confirm we were adding an additional driver. Nothing was every said about the additional expense. The employee told us the $94.50 was what we would be reimbursed for the *** membership, not what we were being charged for an additional driver. I feel like we were taken advantage of.

Sincerely,

*************************
Business Response
Date: 10/21/2022
Complaint ID: ********
********************** RR#: 835495113
We regret any frustration caused; however, we are unable to recreate a verbal conversation between customers and our representatives at the counter. Therefore, we must rely on the documentation available to us to base our decisions which in this case is the rental contract. A copy of this documentation was provided at the time of rental and is the customers responsibility to review the terms outlined within the contract before departing the rental facility. With this in mind, 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.
Initial Complaint
Date:10/19/2022
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 made a 2-week car rental reservation on 6/30/2022 with pickup in ******** ***** on 9/6/2022. I paid extra for an automatic transmission automobile. I paid $1911.75 in advance when the reservation was made to confirm the reservation. When I arrived to pick up the car only standard transmission cars were available. I showed the Hertz employee my reservation for an automatic but was told only standard transmission cars were available. I was given no other options. As I paid the majority of this reservation in advance, and Hertz had two months to tell me my options were not available, I view this as a bait and switch ploy. I have emailed Hertz serval times but have not come to any resolution. I am asking for a refund of $383.11; $200.00 for the difference between the automatic and standard car and $181.83 for the amount overcharged on the Euro exchange rate. I fully explained this in an email to Hertz ************************************************** on October 11 2022, but have not receive a response from them.
Business Response
Date: 11/02/2022
Complaint ID: ********
********************** RR#: 346151455
This correspondence is being sent in response to a query made by *******************************. Thank you for allowing us the opportunity to review your concerns.
Our records show our **************** team provided assistance after being contacted previously on 10/24/22. At this time, a credit of ****** was processed leaving a remaining balance of $374.18 billed at the rental counter. Please find a copy of the amended invoice attached for your review and record. We are pleased to see our **************** team was able to provide assistance and a credit.
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. I have spent enough of my time on this issue.
Hertz has provided me a refund but never explained how they came to this amount. I have told Hertz that I have received the refund and my next step was to notify you and then file a complaint with the FTC as I believe Hertz is in violation of the April ****** ************************ Decisions Which Are Relevant to Automobile Rental Practices.

Sincerely,

*******************************
Initial Complaint
Date:10/18/2022
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.
10-18-22 Called ************, Hertz Rental *** and spoke to a local representative name *******, at the ************************* (North) location. I was call about my reservation# ***-7237124 issues. She was very unprofessional and distracted on our call. She keep on saying, "yeah, yeah, yeah," while I was explaining the situation and having side conversation with another person. When she continuing being unprofessional, I asked for a manager, she claim they do not have one. Then, she left me on hold. I called back and spoke to ******, he was very irate an disrespectful with me, even after I told him I just had a death in my family. When I ask for a manager he said there are none. When I tried to get my reservation corrected, including changing the location of the Hertz pick store, he keep cutting me off, called me a bad word, then he HUNG UP ON ME. It appears they cancelled or deleted my reservation. Need a manager of that location to email me with a telephone to resolve. This have been a horrible experience.
Business Response
Date: 10/20/2022
Complaint ID: ********
********************** Res#: ********************** correspondence is being sent in response to a query made by ***********************. Thank you for allowing us the opportunity to review your concerns.
We are sorry to hear of the difficulties encountered when attempting to secure a vehicle for your reservation. Since your reservation is a Replacement Services reservation, these are handled directly by the branch and appropriate teams. Therefore, we forwarded your concerns to our Area Manager at our ******************* HLE for their assistance. Our General Manager, **************, apologizes and advises that he attempted to reach out to you at the phone number he has on file ************ and left a voicemail. He has asked that we provide your with his email, **************************************** and ask that you reach out to him so that he may provide assistance.
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:10/18/2022
Type:Order 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 Thursday 13OCT22 I rented a car through Hertz for driving uber. Upon receiving the car unaware at the time I was given an expired registration for the vehicle that was sent to Uber and revoked. At this time it was Friday 14OCT22 when I then contacted uber on why I was unable to start driving with the vehicle seeing as they were the ones who revoked the registration Hertz provided them, they stated at the time it was unclear as to why the registration had got revoked that they're specialist team had opened a case and was looking into it, they assumed it was a glitch in uber's system. Through further investigation uber on Monday 17OCT22 informed me Hertz had provided an expired registration for the vehicle resulting in me being unable to drive the vehicle for uber as intended by all including parties from Thursday 13OCT22 to Monday 17OCT22. These days I missed out on driving uber Hertz still has me paying for and am looking for compensation seeing as they provided invalid documents preventing me from using the vehicle as intended.
Business Response
Date: 11/03/2022
BBB Complaint: ********
RR# *********
This is in response to ****************************
Please accept our sincere apologies for the inconvenience you have encountered with your Uber rental.
Upon receipt of your query, we immediately reached out to the Area manager in ***********, **. Per the discussion with the Area Manager you are currently in an active Uber rental and an adjustment of $150.00 was made for the inconvenience regarding the issues you encountered.
If you acquire any further assistance, please contact the Uber location directly.

Thank you for contacting us.

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Hertz is NOT a BBB Accredited Business.