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.
1,721 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:10/10/2022
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 rented a car on 4/15/2022 when my personal car had to stay in the shop for a month. Once I realized it would be longer than anticipated, I returned the rental the next day. I only drove the car 54 miles, and now I have received 5 letters from someone or from Hertz, claiming there was extensive damage done, which I know to be untrue. The rental agreement number is *********, I was charged $91.91. I know have received a letter from a company called ******************************** **** out of ************* claiming they are going to collect $3373.70. I've contacted Hertz and was advised it is not valid but the letters keeping coming so I tried a few more times to contact Hertz, I have not been able to get a hold of anyone, the customer service is awful. This is now becoming harassing and I do not appreciate it. I'm looking to take legal action.
Business Response
Date: 10/26/2022
BBB Case 18189492
Hertz RA#: 527313861

This correspondence is being sent in response to a query made by **************************
I sincerely apologize for the inconvenience experienced. Our claims department has confirmed they are writing this off and you will not be held responsible.
Please know that we take all customer concerns very seriously.
Customer Answer
Date: 10/30/2022

Complaint: 18189492

I am rejecting this response because: I do not know what they are 'writing off'. There was no damage to this rental, and especially not over $3000 worth on a rental that was in my possession, less than 24-hours. Please advise what all this documentation that I received from some random person, and was already advised by a Hertz employee that this was not valid so please explain what is being 'written off'.

Sincerely,

*************************
Business Response
Date: 10/31/2022
BBB Case 18189492
RA No: 527313861

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

As previously advised, the damage charges have been waived and you should no longer receive any correspondence or invoices regarding this.

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, as long as it is clear, I never owed anything that needed to be dismissed. This was a scam and I am not sure what game this company is playing but I am glad to put this behind me.

Sincerely,

*************************
Initial Complaint
Date:10/07/2022
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 had my car repaired at ***************************** on 12/9/21. As the car was under warranty, I was advised I qualified for a loaner or rental. Since the dealership had no rentals they sent me to Hertz to pick up a car, only requirement was the it be a GM vehicle and I put down a $50 deposit for incidentals. Fast forward to October of this year, Hertz is billing me because they have not received payment from Suburban. My rental agreement stated I owed nothing and I was refunded my $50. They are now threatening to send this account to collections, but they refuse to contact the Dealership. This is not my issue, and I should not be involved. ******* also refused to escalate my call to a manager or send me an additional copy of the agreement. I have also not received a response to my email correspondence. Rental Agreement #A11153181
Business Response
Date: 10/12/2022
Complaint.:18181394
Rental Record No.: A11153181

Thank you for your patience while we review this matter.

After a thorough review, I can confirm we never received payment from the third-party. Therefore, per the terms and conditions of the rental contract if payment is not received from the third party the responsibility of the charges falls to the renter. Please contact our billing department at ************ for further assistance.

While I understand this is not the outcome you were anticipating; we ask that you respect our final decision on the matter as we consider it having been fully addressed. Further requests to revisit this matter will not be considered. 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.

Thank you for contacting us.
Initial Complaint
Date:10/07/2022
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.
Hertz ************* Case # ********. Your Confirmation Number is: K2441744240 I reserved a vehicle from Hertz Rental and picked up the vehicle from ************** 10/2/2022. On 10/3/22 the vehicle took a few times to start but eventually started and ran without issue. On 10/4/22 at 7am, the vehicle failed to start. I contacted the customer service department (over 30 min on the phone) who arranged for someone to come "jump" the vehicle. It took over an hour for them to arrive and after the vehicle was jumped, the company left. I went to start the vehicle and again it was slow to start but eventually did. I drove from my hotel to ****************** in ****************. Upon arriving and parking, I turned the vehicle off and went to restart it and the vehicle would not start, even after multiple tries. I contacted customer service again (another 30 minutes in que), and was offered a tow to the nearest rental company. Unfortunately I had my wife and children with me so I was advised that someone would again be sent out to start the vehicle and then I was to immediately drive to the **************** airport (25 minutes the opposite direction). After waiting over another hour, a bystander started my car-the tow company did not even come. I returned the vehicle to the ********** airport and picked up another vehicle. I was charged $55 for not returning the vehicle with a full gas tank, but I could not turn the vehicle off to fill the tank. When contacted, I was scolded for not returning a full gas tank and offered only $96 refund. The company suggested that I place myself and family in danger by leaving the vehicle running while filling the tank at a gas station. I wasted almost an entire day with a broken down vehicle, was told to place my family in danger, and was not offered someone to bring a replacement to me.
Business Response
Date: 10/10/2022
Complaint No.: 18181038
Rental Record No.: 919104130

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

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

I sincerely apologize for the inconveniences you experienced during this rental. After thorough review I can confirm that there was a refund processed on 10/07/22 in the amount of $96.41. I also show an additional refund was processed on 10/10/22 in the amount of $62.92 for the fuel charge. On average it takes 5-7 business days for funds to post. Please accept this as a gesture of our goodwill.

All Hertz vehicles should be properly cleaned, serviced, and in good mechanical condition before being released for rental. The condition of the vehicle you received is a concern to us and will be investigated. I hope you will respect our position on this matter as we consider it having been fully addressed. Please know that we take all customer concerns very seriously and I want to thank you for being a valued customer.

Thank you for contacting us.

Customer Answer
Date: 10/10/2022

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:10/07/2022
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 at ************************ *************************************. Number : k0392699017.With the option " pay at counter". (The reservation did not indicate any charge for no show)I did not cancel the reservation and never went to pick up the car.But I received an email (10/03/22) that I picked up the car with rental agreement number : *********. and with a license from ******* that is not mine, I am from ****. And was charged with $434.00. to my credit card that was registered in my hertz gold plus program .I called Hertz (10/04/22) costumer service, and told me that 24 hours they will sent me money back to My credit card, but It didn't happen.On the same day (10/03/22) I received an update of the rental agreement with a car exchanged.This is not right, using my credit card without authorization .
Business Response
Date: 10/10/2022
BBB Case 18180438
RA No: 919421226

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

I apologize for the inconvenience this may have brought. I have reached out to the location to ensure this contract is closed with a zero balance due. You should be good to go and any refunds posted within 14 business days.

Thank you for contacting us.
Initial Complaint
Date:10/07/2022
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 simply need the rental office email me an itemized repair receipt!!! This claim is filed against Hertz car rental office located at Marginal Los ngeles, ********, *****, ***********. (Note: The actual sign of this store shows as Thrifty Car Rental). I rented a 2020 ***** Accord (License # ******* from this office with ********************** Agreement # L38721211. On the day of 12/01/****, I had an accident with the rental car, and the car had damage on the passenger side. (Police report # ****-8-616-09969) This rental office (check-in agent # ****) charged my credit card with repair fee of $9871.93 by two transactions ($5000 charged on 12/01/**** and $4871.93 on 12/06/****)For almost one year, I tried all sorts of methods to obtain the itemized car repair receipt of the $9871.93 already charged to me but with no success. My insurance company need me provide this repair receipt for processing my insurance claim. I tried to call the rental car local office phone number **************; I wrote a lot of emails to the rental damage department agent: ******************** ************************ I also tried to call the Hertz headquarter; My insurance company's agent also tried many times to request the repair receipt. But none of the methods worked. I received no email responses; My phone calls could never find the relevant personnel who can handle this receipt request. I got a lot of empty promises that they would contact me later which never happened. Most of time my phone calls were directed to a voice message box with no response at all.I am desperate and totally running out of options. I really just need the car repair receipt for the $9871.93 which they already charged me almost for one year, so that my insurance claim can be processed. Even an electronic version of the receipt sending to my email address will be very enough! This is a huge amount of money for my family. I would be really really appreciate if you can help me to obtain the car repair receipt!
Business Response
Date: 10/17/2022
BBB Case 18178505
RA No: L38721211

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

Provided here is the requested receipt.

Thank you for contacting us.
Initial Complaint
Date:10/07/2022
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 Record# ********* I picked up my rental car from *********************, ** on 9/8 to drive to ******** for work. I left on 9/18 to drive back and the car broke down. I was told I had to go all the way back to *********** (2.5 hours away) to get a new car. It took over 3 hours for someone to show up to tow the vehicle so I had someone drive to pick me up. On the way back, I had two different companies calling me about the call bc Hertz didnt select just one. I did not pick the tow company. I got my exchange at Hertz LR airport. I picked up the vehicle, it had a huge dent in the side and the windshield was cracked but I was told it was all they had. Bc this too so long I was not able to leave same day and had to miss work on Monday. When I returned the car to **, they had no record I even had it! *********** had not closed out my old rental. I couldnt just return the exchange bc they didnt even have it under my name. Hertz then told me they couldnt go back in the system longer than 7 days to see the car. How can you not? This is a huge company with major liabilities?? They didnt even notate they told me the car was damaged and I was trying to be charged for it. I sat in the office over and hours and had to make multiple calls days after to get this resolved. Thankfully I took pictures to show I didnt cause the damage. This was highly unprofessional and unnecessary. This caused me to not only miss work but have to prove that I had to accept a damage vehicle. I believe money should be returned to me as this was all Hertz fault. Ive rented several vehicles for work, many with Hertz and never experienced such a disaster!
Business Response
Date: 10/10/2022
BBB Case 18177858
RA No: 836999074

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

I apologize for the inconveniences you experienced during your rental. I was able to issue a refund of $142.78 to the card on file. Please allow up to 14 business days for the funds to post to your account.

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

Complaint: 18177858

I am rejecting this response because:
I work in ******** and we are about to go into AEP. I had to go into the offices for project deadlines and when the vehicle broke down and Hertz was unable to find a towing company that could respond quickly, it caused me to not only lose time off from work but also more work deadlines. This was Hertz fault in then having two companies come out and continue calling me with their confusion. On top of that, the *********** location was a disaster to deal with! Not providing me a safe vehicle then trying to charge me for what they already knew had been previously damaged before I obtained the vehicle. Add to that, the vehicle wasnt even showing in my name which caused me to wait at the ** location for over an hour when I should have just been able to hand over the keys in previous agreements. This amount is unacceptable for what was lost on my end, to which not a single thing was caused by my doing.

Sincerely,

*************************
Initial Complaint
Date:10/07/2022
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 a small car for a total of $199.61, reservation #K2702891013 made on Oct. 4, 2022@9:50am, for pickup at 3:00pm. Hertz has a 59 minute grace ****** for pick up, however I called and requested to speak with a manager because I was running approx. 20 minutes late due to traffic. *************************** stated he was a manager, he then he stated the car was not available, they only had a full size SUV(Suburban) for $300. I stated I already had a confirmation for a small car, which I booked online so why was I going to be charged $300, because they didn't have the vehicle they reserved for me. ************ stated I had to pay the $300 if I wanted a vehicle. I had a flight to catch in *******, ** at *** at 5pm to going to *******, ** (Flight #UA1946); therefore I had no choice but to pay the $300. I am ***********************, I did not need nor desire a Full size SUV. With the price of gas being $3.00 plus per gallon, I was already going to have to spend additional money for the drive from ********, ** to *******, **. I have rented vehicles before and I have never been penalized because the size vehicle I reserved was not available, and an upgraded vehicle had to be provided. Upon arrival ************ did a completely new reservation #*********, he made no effort to locate a vehicle in the class of my confirmed reservation, he simply wanted me to rent the full size vehicle at $303.
Business Response
Date: 10/10/2022
BBB Case 18179968
RA No: 960246140

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

I apologize for the inconvenienc this may have brought.I was able to issue a refund of $109.99 to the card on file for the upgrade fee.Please allow up to 10 business days for the funds to post to your account.

Thank you for contacting us.
Customer Answer
Date: 10/12/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*****************************
Initial Complaint
Date:10/06/2022
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.
Right before the pandemic I spent thousands of dollars with Hertz and made President's ******* Due to the pandemic and me having a public service job (the need for the postal industry increased) it sidelined me being able to travel and enjoy the benefits. I had points that amounted to about 4 free days. As travel started to open up and my job allowed me to have time to travel, I tried to use my points for car rentals. I live in the metro ******** MS area where there is only one Hertz and that location would always say that they weren't accepting points on those days. I logged into my account recently and my points were gone. I called customer service and they told me I needed to speak with another department and gave me a number. I called that number and they told me that the department was closed on the weekend I needed to call Monday. I called Monday and they told me they needed to transfer me but rest assured my concerns would be taken care of. Then after I was transferred they told me they had to create a case and that department would contact me (which I haven't heard from them and its been 3 days). Hertz send me emails when my status is expiring, my license is expiring, my credit card is expiring ...so why would they not notify me that my points was expiring?
Business Response
Date: 10/10/2022
BBB Case 18175040

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

While I understand Covid-19 has had a drastic impact on customers not being able to rent during the pandemic. Our local offices were open and taking reservations. During the time of the pandemic our local office followed strict CDC guidelines while assisting our customers with their rental needs. I regret for any misunderstanding regarding your missing Hertz points.Hertz has made changes to our Loyalty Program that has altered the way we are able to credit points. This requires you to use points or earned new points during a completed qualifying rental within an 18-month period in order to extend the expiration date of your points.

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

Complaint: 18175040

I am rejecting this response because:
This is false. During the pandemic I rented and was given a vehicle that had the sticker seal already broken. I wouldnt have known and still dont know to what extent someone was in the vehicle. Also, if my preferred method of paying was to use the points that I spend thousands of dollars earning, your offices shouldnt have had restrictions during that time not accepting points if you all knew that they would expire and travel was down due to the pandemic so people would have little time to use them.
Sincerely,

*******************
Initial Complaint
Date:10/06/2022
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 6/04/22 I was involved in an accident. The other party was found 100% liable. On 6/23/22 I dropped my car off and picked up my rental from Hertz at the auto body shop.Rental record # H80481063 Reservation ID *********** Mileage ***** at pick up State Farm claim No. 3734X409Z On 7/13/22 I picked up my car and returned the rental, with ***** miles on it. It had a full tank of gas and had just been taken through a car wash.State Farm paid $477.52 and $119.38 was charged to my credit card. Then a couple of weeks later I get a bill from Hertz for a car rental from 7/14/22-7/19/22. I called the Hertz ***** number and they told me I had to speak to the local office. I have been unable to get the local office to answer the phone and my emails havent been responded to either. I did not have a rental car after 7/13/22. This fraudulent **** says the car was driven 233 miles in 6 days. But during the 21 days I did have the car I drove exactly 50 miles.
Business Response
Date: 10/07/2022
BBB Case 18173171
RR: H80481376

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

Our records show these charges were fees for cleaning and refueling the vehicle as it was returned dirty with pet hair and without a full tank. As such the charges are correct and no adjustment is due. While I understand this is not the desired outcome, we stand by the final charges billed.

Thank you for contacting us.
Initial Complaint
Date:10/06/2022
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.
Dear *** or Madam,I rent a car from Hertz for our family vacation with prepaid method and checked in online in advance. But Hertz couldn't provide the car to us because they sold out. Because of that, we couldn't make to the hotel that we reserved and paid for the night and needed to find a different place to stay. I think Hertz should make the compensation for my loss. Attached is the letter I wrote to Hertz with all the details regarding the issue.I called Hertz customer service before emailed them and had been told I should email their customers relationship department via email with all details and attach all the documents they would reimburse it for me. So I sent the email to ******************************************** on Sep 26th, 2022, received the auto-reply with a Hertz ************* Case # ********. On Sep 28th, I received an email from ******************, she didn't provide any resolution to address my request. I sent her a follow up email on the same day but never get response. Attached is the email I sent to Hertz regarding the issue. I also attached their emails here as your reference.I am looking forward to hearing from you.Thanks so much for your help in advance,*********************** .
Business Response
Date: 10/07/2022
BBB Case 18170819

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

I am unable to open the attachments from the file Gmail - Requesting Reimbursent.pdf. Could you please provide these attachments separately?

Thank you for contacting us.
Business Response
Date: 10/10/2022
BBB Case 18170819

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

The file Gmail - Requesting Reimbursent.pdf contains more attachments within, however I am unable to open them. Could you please provide these attachments separately?

Thank you for contacting us.
Customer Answer
Date: 10/13/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. They requested me to attached related files separately. So I have attached them here separately. Looking forward to their reply.

Sincerely,

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

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Hertz is NOT a BBB Accredited Business.