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

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  Hertz

  4100 George J Bean Pkwy Tampa, FL 33607-1402

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  Hertz

  PO Box 6001 Huntsville, AL 35813-0001

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  Hertz

  727 Highway 43 S Saraland, AL 36571-3604

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  Hertz

  13409 72 Ave Surrey, BC V3W 2N7

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:10/03/2022

  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 need to speak with a manager about my rental in progress , every time I try to ask the customer service rep they have broken English and do not understand my question. When I ask for a manager they say they don't have one available.

  Business Response

  Date: 10/05/2022

  Complaint ID: ********

  RR#: 914207932

  Thank you for speaking with me today. Again, I apologize for the difficulties you experienced and will share your experience with the appropriate management. 

• Initial Complaint

  Date:10/03/2022

  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 has repeatedly checked in cars I returned, days after i returned them. In some instances the rate was manually changed, and my credit card was overcharged. In July of 2021 (Rental record #*********) I was charged nearly $2000 for a car I returned a month before. I was told the charge is valid, until I requested video (On July 22, 2021) from the location on the exact date and time that I actually returned the vehicle. I never received the video, but the car was somehow found in their parking lot, and the money was refunded. Since then the same thing has happened at least 3 times. In March of this year (Rental Record# ********* & *********), I rented an ***. Initially for two days, but then I extended it for an additional day. When I extended it in the app I was quoted a difference of $20 for one day, but if I extended for two days it would have been nearly $400 extra, so I did the one day extension, and made another reservation. I returned the *** on time with a full tank of gas, then re-rented the same exact ***. I returned it the second time on time and with a full tank of gas. Two days after the second rental, I was charged double what I was quoted for the FIRST rental. It was checked in late, and the rate was changed. I was told the price quoted in the app was wrong, which is why the price was changed. I was also told the car was checked in on time, until I pointed out that the mileage was the same as when i brought it back the second time. It was clear that it was checked in after. I also asked why I was charged for gas for the first rental, when it left the facility full when I rented the same exact *** 10 minutes later. A manager then went over everything with me, and admitted mistakes were made, but only offered a voucher toward a future rental. I declined and said I would contact customer service. Not one person i spoke with in customer service fully understood what I was telling them. There is a serious language issue there.

  Business Response

  Date: 10/06/2022

  Complaint ID: ********

  RR#: ********* and *********

  Thank you for speaking with me today. I apologize we are unable to confirm you were quoted $20.00 to extend the rental (# *********) as this amount is showing as the amount requested to extend the rental. As I explained we are willing to decrease your balance owed from $280.10 to $192.62.

  In regards to your RR# ********* please provide the documentation to support that you flew from ******* on 02/24/22.

   

  Customer Answer

  Date: 10/10/2022

   
  Complaint: 18131960
  
  I am rejecting this response because: Simply stating "This is the best I can do." does not rectify the situation. A look at Hertz social media pages will show you that the bait and switch issue with their app is a KNOWN and widespread problem. Each time something happens on their end, I am treated as if I did something wrong, and I have to jump through hoops to prove i did not. The fact is that I was not quoted the price they charged for a one day rental extension. Attached is a baggage claim receipt from February 24th. I was not in ******* on February 28th. Until I spoke with ************** was also expected to pay for a rental I had already been charged for in May of this year. Prior to all of this I was charged $1700 and threatened with arrest for a vehicle I had returned a month before! Also attached is an email from another representative claiming to have a signed contract from me, sending someone else's contract as an attachment. Hertz may not care about their BBB rating, so I will contact Consumer Protection.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/15/2022

  BBB Complaint: 18131960
  RR# *********
  

  This Is in response to **************************
  

  I appreciate this is not the response you were anticipating; however, I want to assure you this matter was treated with the utmost importance and our decision is based on the exhaustive review carried out.
  
  As stated previously, were unable to confirm you were quoted $20.00 to extend the rental record (*********). As a President ****** member, you are aware of the terms and conditions of the provided Signed Rental Agreement, any changes made during your rental time frame are subject to a rate change. All holds on your credit card during the rental period are authorizations,the final charges will be billed once the vehicle is returned and the contract is closed. In this instance, as explained in the phone conversation the amount is showing as the requested amount to extend the rental. Attached is a copy of your Signed Rental Agreements for your review and records.  We recommend contacting the collections agency directly to make payment in full.
  
  Regarding rental record *********, after reviewing the documentation provided. We have written off the unpaid balance of $259.68 and you are therefore no longer responsible for the unpaid balance for this rental. Please allow 5-7 business days for processing.
  
  Please know our decision is final, further requests to revisit this matter will not be considered as we find the matter fully addressed. We appreciate you letting us know about your experience. Please rest assured, your comments have been forwarded to the appropriate management team for an internal review and any corrective action deemed necessary.
  
  Thank you for contacting us.

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18131960
  
  I am rejecting this response because:

  I consider it unresolved. I appreciate that your internal investigation has proven to you that you did nothing wrong, however, as previously stated, this is a wide spread issue that MANY other customers have. When calling your DNR division, I was told that I owe $900+ which includes over $400 for a rental your representative ****** acknowledged has already been paid for. It also includes a charge for gas on a car that is proven to have been returned full. Thank you for writing off the money I did not owe, and making it sound like a favor for me. Simply acknowledging all of the mistakes that have been made would have gone a long way. Retaliation against me for disputing these mistakes is very telling.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/18/2022

  Complaint ID: ********
  ********************** RR#: 408908474

  This correspondence is being sent in response to ************************** 

  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. Further requests to revisit this matter will not be considered.

• Initial Complaint

  Date:10/03/2022

  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 vehicle from the Hertz Corporation on 5/29/2022-6/2/2022. The vehicle was stolen from outside of my home during that time by a distant relative that was visiting. I went to the Spring Valley Area Command to file a police report. I was told that I was out of contract at that time, I would need a Hertz authorized representative to be present with meor Hertz would need to file a report. I even called Hertz from the police station and had them speak to an officer from the **** to account for my reason for not filing a police report. I then went to the Hertz location where I rented the vehicle (********* Airport on *********). They provided me with the Hertz official logo document to provide a statement, sign and date it. I received a copy of that document dated 6/7/2022. I placed multiple calls to Hertz within this time asking for their assistance with this situation, since it was seemingly out of my control.I purchased all of the optional insurances through Hertz at the time of the rental at a nominal cost. They would not allow me to use said insurances. They are treating this as a rental that was returned late and that I had basically kept for it for 1 months and returned in a different state. I reported to Hertz that the vehicle had been stolen, Hertz employees stated in their system very well documented that I called and reported it stolen and filled out the Hertz paperwork (signed and dated. Hertz could've informed that that I actually was still under contract since they were still charging me. ! I even tried to extend the rental for the sole purpose of being able to file a police report, but my card was maxed out and couldn't. I was out of options and Hertz told me after I filled out the Hertz form for stolen vehicle that there was nothing more that I needed to do, they would handle it from there and they would contact me if they needed anything further. This wouldve been another GREAT time to tell me that I technically was still unde

  Business Response

  Date: 10/05/2022

  Complaint ID: ********

  RR#: 580069630

  Thank you for contacting us. So that we may investigate this matter in full please provide a copy of the police report and documents. 

  Customer Answer

  Date: 10/05/2022

   
  Complaint: 18131793
  
  I am rejecting this response because: I have attached documents that they clearly didn't bother to even look at.  In the uploaded documents is the information they need to be able to assist with this problem.  I will not stop here! This is my 1st stop of many.  They should try to act like the image they try to portray on their website about being honest and having integrity! I'm not even sure if they know what those 2 words mean.  I have uploaded additional or again the documents they need to look at!

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

  Business Response

  Date: 10/07/2022

  BBB Case 18131793
  RR: 580069630
  
  This is a response to ***************************
  
  Our records show that you initiated a chargeback in August and the entire amount of $9596.99 was credited back. If these funds are still missing, please be advised you will need to contact your bank for further assistance.
  
  Thank you for contacting us.

  Customer Answer

  Date: 10/07/2022

   
  Complaint: 18131793
  
  I am rejecting this response because:

  On August 22, 2022 Hertz recharged the full amount! Attached is my credit card statement showing that.  I even called Hertz and escalated the ticket.  I am not even refusing the full amountt- I am disputing a portion of the amount. However, Hertz flat out said "NO" when I asked them to review the situation with me together and work with me to resolve the issue!
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/30/2022

  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 from hertz on **** to **** and on **** i seen a charge on my credit card for $77. i called ****** and was advised by the rep that i had a ticket, in which i had no knowledge about. i went to the *** department of finance on **** and they gave me a copy of the ticket. the time the ticket was issued for is when my son had paid for the parking on the parkingmobile app. the person that representative hertz came to court on **** and plead guilty on my behalf. in which i had no idea about the ticket. hertz did not contact me by email/phone to inform me that was being charge for a ticket. Even after they took the funds out i still have not receive an email on the breakdown of addition charges. this could have all been avoided if they had first contacted me

  Business Response

  Date: 10/06/2022

  Complaint ID: ********

  RR#: 593802856

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

  A review of our records indicates the attached invoice was mailed to your address of record on 09/12/2022. Per the attached signed rental agreement (SRA) page 5 you agree that Hertz will charge for any violations that occur during your rental. 

• Initial Complaint

  Date:09/30/2022

  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.

  I made a reservation for an SUV to be picked up on 05/05 in ******, **. When I got there the vehicle I reserved was to small to I requested an upgrade at that time. I was able to get a bigger vehicle. While driving the vehicle thebwas some issues with it. When I called and reported the issue they did offer to switch out the vehicle but I was return the vehicle the next morning. I was given a case #********* and told that I would get my upgrade fee back. I have been calling since I returned the vehicle. I received a noticed in the mail a couple of weeks later stating that I owed ******. I did not pay it at that time b/c I was owed $375. I thought they would just take what was owed and refund me back the remaining balance. I keep getting calls and they even sent it to a collections agency. I called back and asked them about my refund I was told that they would not process my refund until I paid the balance. I paid that balance on 07/26. I was told at that point that it would take 2-3 (called 07/29)business days for it to show that I paid the balance then about 5-7 for me to get my refund. I called back again multiple timesand was told it was not processed and that this time it was going to be processed reference #********. On 09/09 I called and was told that my refund needed to be manually processed(#********) and that it would take up to 10 business days to get it back. I called on 09/23 and *** told it was up to 14 business days. I called on 09/29 and told that they needed more time and there is no timeline. I would like my money back. I was told that I would get it back and I have not.

  Business Response

  Date: 10/06/2022

  Complaint ID: ********

  RR#: 547173432

  I apologize for the delay in receiving your refund of $375.00. I can confirm the refund was completed on 09/29/22, but can take up to 7 business days for the credit to post to your account. Attached is your refund invoice. 

  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. 

• Initial Complaint

  Date:09/28/2022

  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.

  We reserved a car online (D Class with GPS) from Hertz for our vacation in Ireland. The reservation would not allow us to purchase insurance online. We then called the Hertz INTERNATIONAL reservations line to find out how much extra full insurance would be and was told 30 Euro per day. To VERIFY this amount we called AGAIN the next day to ask again and were told AGAIN 30 Euro per day. Both agents on both days put us on hold to "verify" they were giving the correct information. When we arrived in Ireland they did not have our car (D class) and gave ** a C class instead (at no reduced amount) AND charged us 56 Euro a day. (Not even close to what we were quoted TWICE) Upon returning to the US I wrote Hertz to express my frustration as I feel this was bait and switch and was told that the Ireland location is franchised and can charge whatever they want and to call customer service...I then called to express my frustration and again was told to bad nothing can be done. I think it is extremally unethical to reserve a car and receive a lesser car instead and quote a price 2 different times and then charge almost double. The definition of Bait and Switch is the action (generally illegal) of advertising goods which are an apparent bargain, with the intention of substituting inferior or more expensive goods. Which is clearly what they have done. Their international reservations should not be giving out information that isn't accurate or if they are unable to provide accurate information they should disclose to the consumer it is a franchised location and how to proceed. I feel a fair resolution is to pay for the amount I was quoted 30Euro per day instead of 56 Euro Per day which comes to approximately $250.00. I also feel their international reservation agents should be better trained to give consumers accurate pricing and information.

  Business Response

  Date: 10/05/2022

  Complaint ID: ********

  RR#: 804397786

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

  We would like an opportunity to fully investigate this matter. So that we may do so please provide the phone number you called our International Reservations from (your phone number).

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 18131893
  
  I am replying to the request for further information from the business. (See below) 

  --------------------------------------------------------------------------------------------------

  I originally did a "live chat" online to get the pricing information I was looking for.....the agent online responded to me with this message. 

  Thanks for reaching out ******* . Unfortunately, since this is a US based team, we are unable to assist with international reservations or rentals. Please reach out to the local team or call our International team at, **************, to further assist. Thank you!-*****

  So the number the agent gave me above is who we called twice and both times we got wrong information.

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

  Business Response

  Date: 10/07/2022

  BBB Case 18131893
  RR: 804397786
  
  This is a response to ******************
  
  I have issued a refund of ****** to the card on file.Please allow up to 14 business days for the refund to post to your account.
  
  Thank you for contacting us.

  Customer Answer

  Date: 10/08/2022

   
  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,
  
  C ********

• Initial Complaint

  Date:09/28/2022

  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.

  I rented a car from Hertz between 9/16 (11AM) to 9/18 (11PM). When I came to picked up the car (on time at Fairfield **), the employee told me that they do not have the car and asked me to pick up the car from another Hertz location (******* **). I drove the exchange car to the location, and I was told they do not know about the exchange and I had to pay additional to get the car I already pre-paid. Finally a manager came to resolved this. When I got to the car, there is a crack in the front windshield and the employee claimed he did not know anything about it. After the inspection (5 mins), the drive to/from the ******* location (40 mins) and the wait at the ******* location (20 mins) that's an hour wasted. I asked for compensation and they said no. I did pick up the car without compensation. Then when I returned the car (9/18 at 11PM) on time, I left the car and keycard (*****) with an employee there who was washing another car. And it has been more than a week the rental contract is not closed. I am charged everyday. I have contacted Hertz ******** Services multiple times and every time I was promised that it will be resolved within 48 hours. But it is still not resolved. Moreover, I was told by multiple customer service agents from ********************** that I cannot file a complaint about the situation with them. Today I told them I will file a complaint with Better Business Bureau and all the response was "Have a good day". I have contacted my credit card company to block any charges from Hertz besides the amount I owe them.I am a university professor. With the semester just started I am very busy with my teaching, research, and services. I do not have the time or energy dealing with this situation anymore. I would really appreciate your help on this matter.

  Business Response

  Date: 10/05/2022

  Complaint ID: ********

  RR#: 911701195

  Thank you for contacting us. I apologize for any inconvenience caused. A review of our records indicates on 10/03/2022 our ************ team provided you **** gold points to your Hertz account to use for future free days as a gesture of apology. I can confirm there was a delay in closing your rental but it is closed. Attached is your rental invoice. 

   

• Initial Complaint

  Date:09/27/2022

  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.

  My husband and I reserved a car thru Hertz's website on 3/14/22 for a vacation in ******. The rental dates were July 23, 2022 thru July 30, 2022. We reserved a car for $377.36. Our booking confirmation is attached. However, Hertz charged us $1,643.00. We called their customer service while on vacation to try to rectify the problem since we saw the hold amount on our credit card for the incorrect amount. **************** told us that no charges will go through until we return the car and we should speak to the people at the desk at the airport when we return it. Which is what we did. However, the people at the desk tell us there is nothing they can do so call customer service. We call customer service again when we get home and they said they will not change it. We returned the car on time and we did not elect any additional insurance. They are not honoring the amount we agreed to when we reserved the car and I am requesting a refund of the difference ($1,265.64). I have also attached their invoice, which as anyone can see, does not match the rates in our reservation.

  Business Response

  Date: 10/05/2022

  Complaint ID: ********

  RR#: 655860273

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

  A review of our records indicates your reservation was booked with a CDP for *** personal rentals. This is a non-guaranteed rate and is subject to change. In the interest of customer service I have adjusted your weekly and daily rate. This is a refund of $958.87. Please allow up to 7 business days for the credit to post to your account. 

  Customer Answer

  Date: 10/05/2022

   
  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,
  
  ***************************