Complaints

This profile includes complaints for Hertz's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Hertz

  8501 Williams Rd Estero, FL 33928-3325

• 

  Hertz

  PO Box 31166 Tampa, FL 33631-3166

• 

  Hertz

  2905 N 32nd St Fort Smith, AR 72904-4202

• 

  Hertz

  114 International Way Huntsville, AL 35824-0000

• 

  Hertz Corporation

  2300 N Airport Blvd Springfield, MO 65802-7536

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:10/13/2022

  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 due to my car being an accident. I had rental from 9/11-10/11 They have been charging my debit card without giving me any explanations. They have not sent me a receipt or the explanation of payment.

  Business Response

  Date: 10/14/2022

  Complaint ID: ********

  RR#: H17949643

  A review of our records indicates you were charged $362.18. Attached is your rental invoice. 

• Initial Complaint

  Date:10/13/2022

  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 reserved a vehicle online for 4 days for $168.88. I picked up the vehicle on 10/3/22 and returned it full of gas and on time on 10/6/22. During the pickup process I was asked about additional products. I said I only wanted what I reserved online. She asked about additional coverage, I told her no I only want what I reserved. I am only driving to the hospital and back to the airport. She told me the amount was over $500 and I told her no it was supposed to be $168.88. She cut me off and said that it was the deposit and I would get that back when I return the car. She never showed me the bill or reviewed what I was charged. She told me to sign the signature pad that did not have an itemized bill. I needed the car so I said OK and she said to sign. I was running late for the hospital so I signed and got the car. Once I was at the hospital I reviewed my bill and saw the loss damage waiver for $34.99 which was more than what the daily rental was!! Rental rate was $32.71/day. My rental expense was doubled by an up charge!! I called within 2 hours of the pickup and spoke with a rental agent, who told me she was seeing the $168.88 in the system and unfortunately there was nothing she could do. I would need to dispute when the car is returned. I have attempted to resolve this with customer service via email and phone calls and the response is you accepted the loss damage waiver which I did not knowingly do, I specifically stated I didnt want additional products. I want to be reimbursed for the waiver fee of $139.96 and for this company to stop this practice with customers. Im not the first this happened to apparently.

  Business Response

  Date: 10/14/2022

  Complaint ID: ********

  RR#: 919594104

  Thank you for contacting us. We appreciate the opportunity to assist. 

  Please accept my sincere apology for the misunderstanding regarding the charge for Loss Damage Waiver (***). Because we can't substantiate a verbal conversation that takes place when your rental agreement is completed we rely on the signed rental agreement (***). Although the *** was accepted on the *** in the interest of customer service I have issued a refund of $154.88 to your credit card. Please allow up to 7 business days for the credit to post to your account. 

  In the future we ask that you please verify the charges on your *** are in accordance to your expectations prior to leaving the rental location. 

  Customer Answer

  Date: 10/14/2022

   
  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:10/13/2022

  Type:Product 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.

  Thrifty Rental Details (Hertz):Rental Agreement No: ********* Rate Plan: IN: ZXOW8 OUT: ZXOW8 Reservation ID: *********** Pick Up: ****** Date: 06/18/22 to 06/26/22 I was over charged by Thriffy Car Rental for a prepaid rental car I booked via my AAdvantage Rental Car Rewards. Inclusive of all taxes and fees, excluding the one-time deposit. ****** miles + $572.56. Reference code: 489101474.It was settled that Thrifty owes me a $366 refund and would reverse charge or give me refund. I declined coverage as I always do and had repaid above.However, what they never told me until today on the phone 10/12/22 is I needed to pay JNR Adjustments $122.34 to get my $366 refund back?The reason I figured it today was I got a letter from Hertz banning me from renting cars from their providers.How does it make sense to pay $112.34 to settle with a 3rd party debt collector when it's Thrifty that owes me a $366 and they admitted I was wrongly charged? Not sure where the unpaid $112.34 comes from?My desired resolution is to ************* without paying the $113.34. To refund me the $366. Also, to cancel the debit collector and ban from Hertz.I do have a case with them #********, but I'm not wanting to send them money when they owe me money.Thank you,*****

  Business Response

  Date: 10/14/2022

  Complaint ID: ********
  Thrifty RR#: 590225344

  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 misunderstanding regarding the additional charges billed for the Loss Damage Waiver (***) on your recent rental. Our records show that these services were accepted and signed for at the time of rental.  As such, the benefits of these services were extended for the duration of your rental.  As these charges were outlined on the rental contract, which was signed, they are considered valid and a refund not warranted. Please find a copy of your Signed Rental Agreement (SRA) attached.It is the customers responsibility to review the terms of this documentation,which is provided in the rental sleeve, before departing the facility.

  Though considered valid, our records show our **************** team provided assistance on 08/08/22 at which time they adjusted your invoice to show the *** removed.  An adjustment of $360.36 was made at this time. However, a dispute was initiated through your financial institution for $472.70. As such, with the before-mentioned credit, a balance of $112.34 is still outstanding and must be settled. Please contact our partners, JNR ************** at ************ to settle the balance due. 

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18203773
  
  I am rejecting this response because: I have left 2 message for JNR Adjustment and no one has contacted me to pay.

  I'm happy to pay the $113.34. I looked at their website to make a payment but ask for a Master or Reference Number which I never received.

  Now, I tried to email them for it at *************************.

  Follow up on your contacts and extra charges

  There was no documents to be reviewed? 

  Question is how many times have you added this extra charged without agreeing to other customers?

  These hidden fees are what gives car rental comapines a bad name!

  Sincerely,
  ***********************

  Business Response

  Date: 10/28/2022

  BBB Case 18203773
  RA No: 590225344
  
  This is a response to ***********************
  
  Thank you for reaching out to us. I appreciate the opportunity to review your concern.
  
  You can make the payment to JNR at www.jnrcollects.com/payments.
  
  Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to assist you in this matter. Please do not hesitate to reach out for any further concerns and thank you for choosing Hertz.
  
  Thank you for contacting us.

  Business Response

  Date: 11/10/2022

  BBB Case 18203773
  RA No: 590225344
  
  This is a response to ***********************
  
  Thank you for reaching out to us. I appreciate the opportunity to review your concern.
  
  You can make the payment to JNR at www.jnrcollects.com/payments.
  
  Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to assist you in this matter. Please do not hesitate to reach out for any further concerns and thank you for choosing Hertz.
  
  Thank you for contacting us.

• Initial Complaint

  Date:10/13/2022

  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 made a reservation for hertz rental car in ******* on 9/16/22 for a mini van with 3 car seats to pick up on 10/9/22at hertz location at **************************************************** Reservation # K2522399944 and drop of at ******* ********* airport on 10/12. When I arrived at hertz on state street on 10/9 they didnt have any car seats. They said my option was to go to target and reimburse me for the purchase. This was approved by the general manager per the rental notes. It cost me $694.54 for 3 car seats and $42 parking to park at a target downtown *******. When I arrived at ******* airport, the hertz manager said he was not authorized to reimburse anything more than $50. I have disputed the charge to Hertz with Amex. I am seeking reimbursement of the $750 I spent on the car seats.

  Business Response

  Date: 10/14/2022

  Complaint ID: ********
  ********************** RR#: 962319540

  This correspondence is being sent in response to a query made by *********************************. Thank you for allowing us the opportunity to review your concerns. 

  In order to consider reimbursement of the child seats purchased, please provide us with date and time stamped receipts for the purchase of the seats. Once received, we will be able to further review for possible reimbursement of the costs incurred. 

• Initial Complaint

  Date:10/13/2022

  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.

  Car rental companies overbook their inventory, but then do not provide any compensation when cars are not available at the reserved pick-up time. This experience happened to me on October 7, 2022 at the Hertz Rent-A-Car center at ************* in **************** I had reserved a car for pick-up at 2:00pm, but was told that there were no cars available when I arrived - and that the staff did not know when one would be available. It was not until 4:30pm (2.5 hours later) that a car was made available to me. I then incurred an additional 2 hours in traffic on my commute because I left during rush hour. After writing to Hertz, they refused to compensate me for my delays caused by their overbooking. Hertz likely received additional late fees from the driver who had the car before me; those additional fees should be passed along to me (the affected driver) as compensation for Hertz's overbooking.

  Business Response

  Date: 10/14/2022

  Complaint ID: ********
  ********************** RR#: 961733113

  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 on 10/12/22 our **************** team provided assistance via email correspondence under Hertz Case# ******** at which time they provided an apology for the inconvenience of the wait times experienced at the branch as well as a credit of $32.62 for the extra hour charge and 950 Gold Rewards points as a gesture of concern. We are pleased to see they were able to provide assistance. 

  Please allow 5-7 business days for the credit to show on your billing statement. However, the added points are available to you immediately by logging into your account via the Hertz website or mobile app. 

  Customer Answer

  Date: 10/14/2022

   
  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:10/13/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rental agreement *********, I rented the vehicle from 7/21 through 7/24 and returned the vehicle to the airport and boarded my plane not thinking this will be a huge problem, *************** did not check in my car and I was charged through august 8th, with two toll fees on top of the two thousand I was charged, I responded to every call hertz gave me about the car, I did not have car, I responded to every email, third party recovery, hertz *************** has cameras they know every car that comes in and every car that is checked out because the vin number, drivers license and vehicle contract has to be checked, this issue has been ongoing for 3 months and I do not have my money

  Business Response

  Date: 10/14/2022

  Complaint ID: ********
  ********************** RR#: 655374694

  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 concern or frustration caused when the incorrect return time was logged on your rental invoice. Rest assured, this matter will be investigated with our Area Manager in ******* for their full review and corrective action where deemed necessary. Our records show that on 09/14/22 our **************** team provided assistance in correcting your rental invoice at which time an adjustment of $1813.60 was processed. However, as a chargeback had been previously received by your bank for $1878.42, the adjustment had to wait for the chargeback to be reversed in order to fully process.  We show the chargeback was reversed on 09/22/22 at which time, our adjustment would have been forwarded to your financial institution. This would take **** business days to show on your account.  Please follow up with your bank for the status of the credited amount, if it is not yet visible in your account balance, please reach out to us so that we may further review. 

• Initial Complaint

  Date:10/12/2022

  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 did not purchase fuel from Herz for my rental car and instead chose to fuel it up myself before return. I rented from ******** rental facility at ********* Airport. I filled it up at a gas station right outside the airport, a copy of the receipt is attached. I attached a photo showing the full fuel gauge when the car was parked at the rental car facility. **** charged $49.45 for fuel along with another $12.49 in surcharges that I never agreed to. I would like that full amount returned to me along with a credit for future services for all my personal time and hassle for their mistake.

  Business Response

  Date: 10/14/2022

  Complaint ID: ********

  RR#: Unknown

  We would like the opportunity to respond to your message, but we are having difficulties locating a copy of your rental record; please provide the following information: 1. Reservation confirmation number or rental agreement/record number. 2. Name of primary renter. 3. Beginning and ending dates of rental. Once we have the updated information we will be glad to assist you.

  Also you mentioned there was an attachment, however there was no attachment received.

• Initial Complaint

  Date:10/12/2022

  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.

  My Hertz Reservation K2652821817 rental record# ********* To whom it may concern: on October 1st of this year, my family arranged to rent a large suv from hertz airport in ***** to drive to ******* not far away due to a canceled flight. We called and confirmed this reservation also by phone. When we arrived at 2am, they were not prepared for our visit and tried to get us to choose amongst a parking lot full of smaller SUVs like escapes and such. After nearly an hour of run around trying to tell us that we had only reserved a 5 seater , we had to prove that the rental was otherwise. We declined any additional protections and charges for fuel etc as we literally only needed the vehicle for a few hours. Believing that what we had ordered on the reservation was what we were being charged, we had to sign a signature pad which only had the line of agreement and we unknowingly signed saying we wanted the gas protection that we had already declined. We not only didnt want this protection but we would have been stupid to take it paying 167$ for the use of an 8th of a tank. Not knowing we had been duped into agreeing to this, I filled up the tank and turned in the rental as agreed at the ***************. I feel the charge was deliberately added when we had the altercation in the lobby regarding what we had rented originally. When I called hertz to complain after discovering the charge, their automated system even has a recorded section stating basically if we tricked you into getting the fuel protection and you gassed the car when turning it in, tough luck there is no refund this is disgusting that this happens so often that they felt the need to put it in their automated phone system. Either way I gave hertz a chance to make it right, emailing the receipt and explaining what happened and our experience. All I have gotten in responses have been basically automated responses stating they are unwilling to help. Essentially they stole $167.67 from me. I want this back

  Business Response

  Date: 10/13/2022

  BBB Case 18201355
  RA No: 918658182
  
  This is a response to *****************************
  
  I have removed the Loss Damage Waiver (LDW) and Fuel Purchase Option (FPO) from your rental, issuing a refund of $156.05. Please allow up to 10 business days for the refund to post to your account.
  
  Thank you for contacting us.

  Customer Answer

  Date: 10/14/2022

   
  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:10/12/2022

  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.

  We purchased a 2019 Promaster on September 15, 2022. When we arrived to the dealership the mileage (11K more) & length of body was advertised with fraudulent intent because, after 2 weeks ofdealing with the salesperson ************************* via phone/email/text, they waited until after we arrived to notify us of the discrepancy (3 HRS DRIVE). We received a letter stating that we purchased it on the 22nd which is wrong. Shortly about 1hr into the drive, ************ employee departed your dealership we got in contact with ******************* (via text) to let him know that multiple sensor lights came on the vehicles dash and that it sounded like something was wrong with one of the bearings. **** stated "not to worry we had a year warranty directly from HERTZ." We have yet to use this van, since we took it home 1 month now with 3 weeks in the service center that **** picked and directed us to bring it to, at our expense. We continued communication with ****, thinking he was the general manager & then with **** and going in circles with no solution except to swap out the van that they haven't even found yet. We have lost work (a contract due to pushing dates into the unknown future not knowing when we will have our van ****** have proof of false advertisement & of all communication between parties. We want our van repaired as you guys so pride yourselves in saying you have a 1-year warranty directly from HERTZ. It is now Oct 11, we have an upcoming payment and have not used our van. Credit ran, so much into it & so much time wasted. We initially picked Hertz over any other dealership because of the reputable name but I guess its just a name you hide behind to execute unethical practices.This has been a nightmare from the beginning. If I must reach HERTZ Corporate(*******************/*******************)/BBB/Attorney General-NY/econsumer.gov/311NY to ensure that you uphold the *********************** of the establishment you represent, I will do so. Thank you ********************* ************

  Business Response

  Date: 10/24/2022

  BBB Case 18200765
  
  This is a response to *********************
  
  I apologize for the issues you have experienced with your new vehicle. The General Manager at the location will be reaching out to assist you.
  
  Thank you for contacting us.

• Initial Complaint

  Date:10/11/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im 75 years old and was cheated! I rented a car for 5 days and Hertz charged me for 7 days!!! Im disabled and on a fixed income! When I rented it on line the daily charge was $29.95! Hertz charged me $368.46 for 7 days and I only had the car 5 days! The rental agreement is so small I cant read it!

  Business Response

  Date: 10/13/2022

  BBB Case 18177800
  RA No: 912352081
  
  This is a response to ***********************
  
  Our records do not show any extra days on your rental.Im showing you were charged a rate for one week at $333.77. Please be advised our system quotes 5 days as 1 week rather than 7.
  
  Thank you for contacting us.