Business Profile

Auto Rentals and Leasing

Hertz

This business is NOT BBB Accredited.

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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

7,202 total complaints in the last 3 years.
2,609 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:12/02/2022
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.
Booked a car rental through third party. When I arrived the pretended to not have my reservation and sent me home to look it up. Upon my return I was informed they found it as soon as i left but in the time I was gone the car I wanted had been rented. The woman rushed me through the signup, and in the process double charged me for insurance by saying things like you still want the insurance right? Obviously I assumed she meant the one I already had. I came to find after the week the price of the rental is doubled now due the unneeded insurance. It really feels like the lost reservation was an intentional method to be intentionally vague and scam money out of customers
Business Response
Date: 12/20/2022
Complaint ID: ********
********************** RR#: 103492314
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 caused regarding the difficulties encountered upon your arrival in **********. We have reviewed this matter and have found our branch had difficulties locating your reservation initially as when it was booked through the third party booking source, the name on the rental was transposed into our reservations systems as First name: Robertftamburro Last Name: III. Therefore, when searching in our reservations systems for your booking using your first and last name, the reservation did not populate for them. We regret any inconvenience this may have caused.
We also regret for any misunderstanding regarding the additional charges billed for the Loss Damage Waiver (LDW), ******************* Supplement (LIS) and **************** Services (PERS) 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 a printed copy is provided in the rental sleeve, before departing the facility.
Customer Answer
Date: 12/20/2022

Complaint: 18513131

I am rejecting this response because: this was not an 'accident' it was done with the intentional purpose of misleading myself and other customers with the intent to double sell insurance. Phrasing the question as 'do you still want the insurance' not "would you like our additional insurance" was either a clear dales strategy or gross incompetence. Furthermore this iron clad contract that could not be changed without me physically present, was altered that day. I extended the contract from 3 states away and it wasn't an issue at all until I noticed the double insurance. How can you sell insurance for something already insured? They are all incredibly dishonest.

Sincerely,

*****************************
Business Response
Date: 12/21/2022
Complaint ID: ********
RR#: 103492314

We rely on the signed rental agreement to verify your acceptance and understanding of your charges. After a thorough review of this matter, we stand by our original decision. Although the resolution is not what you preferred, no additional action is warranted.

Thank you again for contacting us.
Initial Complaint
Date:12/02/2022
Type:Sales and Advertising 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 ***/*****,I was charged an unauthorized $101.44 for a FUEL PURCHASE OPTION and REFUEL SALES TAX by Hertz. My Rental Agreement is #********* 1) The rental was prepaid for through the Hertz app at which time I had declined the fuel purchase option. 2) At exit of their facility I also told the gate employee to decline all options and specifically said to decline the fuel purchase option.3) I also made sure to refuel and returned the car with a full tank of gas.However on receipt of the invoice I was charged for it anyway. I have tried contacting Hertz customer support to give them the benefit of the doubt to no avail.Please help investigate thank you.Regards,*****************
Business Response
Date: 12/07/2022
Complaint ID: ********
********************** RR#: 989170571
This correspondence is being sent in response to a query made by *****************. Thank you for allowing us the opportunity to review your concerns.
We appreciate your assistance in providing the necessary information to thoroughly review the rental charges billed. After reviewing the documentation provided, we have determined a credit is due. An adjustment of $114.69 is being processed to the account billed for the Fuel Purchase Option (FPO) billed in error. The adjustment is being made at this time, but may not appear on the next monthly statement due to billing cut-off dates.
Customer Answer
Date: 12/08/2022

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,

*****************
Initial Complaint
Date:12/02/2022
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.
Hello . I recently rented a car though my corporate travel site in for travel in ****** *****. I was quoted ******. When I arrived I did not have to check in at the counter due to the corporate account. When I exited the facility I got a receipt emailed to me stating the charge would be ******. I inquired at to why and was told there was an additional ***** charge for the airport that was not included in reservation. I find it hard to believe that the car company did not know what airport fees they are charging in cities wherethey are renting and I find this practice misleading, especially since you have a corporate contract with my employer. The car company should provide a full quote of fees and taxes when confirming a reservation. Second, I returned the car with 33 percent charge and the man who took the car told me I did not owe anything else and he even wrote 33% on the window shield. My agreement and info you sent to me stated to return the car with 10 percent charge, which I did do. I was charged $25 extra for returning the car with less than 10 percent charge. This is more than I paid total to charge the car over the period of time I had it. I believe the car company can retrieve the charging records from the car and also see how much I drove vs how much I paid on my own to charge the vehicle. I find this another misleading charge and feel like I am being cheated. I have no way to prove how much I returned the car but I dont think the rental car company can prove this either. In the future I will take photos. Please help.
Business Response
Date: 12/07/2022
Complaint ID: ********
********************** RR#: 101197143
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 caused by the additional billing on your rental contract. Our records show you reached out to our ************ team regarding this matter on 12/05/22. At this time, our representatives provided a credit of $28.76 to the charge card originally billed. Though processed on this date, it will take 5-7 business days for the funds to show on your billing statement. Attached is a copy of your updated invoice after the credit was processed. We are pleased to see our **************** team was able to provide assistance in addressing this matter.
Initial Complaint
Date:12/02/2022
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 Small SUV and prepaid $231.56 on 11/16/2022. Reservation# K31333759E7. When I logged in to Hertz mobile app on 11/30/2022, a pop-up with a promotional offer was displayed that I can upgrade to a larger vehicle for a total fee of $2.40. I clicked to accept the offer and was charged $64.64 to my credit card. I called the reservation desk and billing department few times on 11/30/2022 and 12/1/2022 to cancel the upgrade and restore the original reservation, but they just told me to contact the rental location and ask them if they can honor the original charge. If they don't honor the charge, then I am responsible for $64.64. What Hertz did was "Bait and Switch" and this is unethical business practice.
Business Response
Date: 12/19/2022
BBB Complaint: ********
RR# *********
This is in response to ***************************.
I regret any misunderstanding regarding your recent rental in *********, **. After a thorough review of your reservation, we can confirm your reservation was originally booked for a prepaid rental at $183.57 before taxes, fees, and discount for a Midsize SUV. A modification was made to the reservation to a Larger size vehicle with a new rate of $244.59 before taxes, fees, and discounts. Per Hertz policy, any changes to your reservation prior to or during your rental time frame are subject to a rate change. We do not have a record of an upgrade charge of $2.40.
Based on the above information and per the Signed Rental Agreement, our records show the charges are correct and a refund is not warranted. While I understand this is not the outcome you were anticipating; we ask that you respect our decision on the matter as we consider it to have been fully addressed.

Thank you for contacting us.
Customer Answer
Date: 12/19/2022

Complaint: 18511030

I am rejecting this response because only reason I accepted the upgrade was your mobile app showing a total fee of $2.40. If I knew total charge would be over $60, I didnt accept the offer. This is Bait and Switch.

Sincerely,

***************************
Business Response
Date: 12/21/2022
BBB Complaint: 18511030
RR# *********

We are unable to determine you were quoted an upgrade of $2.40. Although the resolution is not what you preferred, no additional action is warranted.

Thank you again for contacting us.
Initial Complaint
Date:12/02/2022
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.
Rented a car ( in *****) for one week to drive from ***** ** returning it to *********************. The ************* change light turn to O%. I was told by ************************* (District Manager) at ******************************************************************************** Hertz location to get the oil changed and send him a copy of the bill and that he would reimburse me for the cost of the oil change. I never received the reimbursement or a return call or email from him or anyone from Hertz. MY Rental record is *********.
Business Response
Date: 12/07/2022
Complaint ID: ********
********************** RR#: 582885166
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 frustration caused when you were not provided a refund for the oil costs incurred. We have submitted a manual credit in the amount of $94.65 at this time. Though processed today, please allow up to **** business days for the credit to show on your billing statement.
Customer Answer
Date: 12/07/2022

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:12/02/2022
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 Rental Car at ****************************. RR# ********* RES# ************ I have a copy of my receipt and a credit card statement showing I have paid this invoice. I thought everything was taken care of. 6 months later I was contacted by *************** out of ******* (debt colelctors) saying Hertz sold my invoice amount to them to collect. I do not owe money, I have already paid Hertz, and they sent me to collections over debt I did not owe. This is affecting my credit and I'm not going to pay. I've attached a copy of my receipt from Hertz and my Chase Credit card statement (The Hertz charge is on 06/05/2022 - the last charge on this statement)
Business Response
Date: 12/07/2022
Complaint ID: ********
********************** RR#: 581830093
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 confusion caused by the collections file on your recent rental in ******. The total amount invoiced for your rental was $479.26 for rental from 06/02 - 06/05. We show on 06/06 you contacted our **************** team who provided a credit of $400.00 to the charge card billed. After this credit was provided to you, we received notification from your bank that of the $479.26 originally billed, only a portion of the payment had been provided in the amount of $373.00 which left an outstanding balance of $106.26. Therefore, since a refund was already processed by Hertz on 06/06, the balance of $106.26 is due. Our Direct Billing team sent notification of this balance on 07/23 and again on 08/20. When the balance remained outstanding, it was sent to our outside collections partners, JNR ************** This balance remains outstanding and must be settled in full through JNR **************
Initial Complaint
Date:12/02/2022
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 from Hertz and they charged me for gas when I returned it full. I also utilized a coupon online that they disabled when I changed vehicles. I have some of my gas credit card charges to show I filled it up, however the cash purchases did not have receipt. You can see that I filled it up right before returning.
Business Response
Date: 12/07/2022
Complaint ID: ********
********************** RR#: 100518062
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 Fuel & Service Fee billed on your rental. Our records show the vehicle as returned with 1/2 tank of fuel. As you have indicated the vehicle was returned with a full tank, please provide us with your date and time stamped refuel receipt or bank transaction showing the vehicle refuel before return.
Customer Answer
Date: 12/09/2022

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. Here is the receipt from when I filled the tank off to the TOP before returning.

Sincerely,

***************************
Business Response
Date: 12/13/2022
Complaint ID: ********
********************** RR#: 100518062
This correspondence is being sent in response to ***************************. Thank you for providing the requested information.
We have issued a refund of the Fuel & Service Fee in the amount of $97.22 to the charge card originally billed. Though processed today, please allow up to 5-7 business days for the credit to show on your billing statement.
Customer Answer
Date: 12/13/2022

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:12/01/2022
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.
On 10/17/22 I rented a car with hertz and my return date was 11/5/22. My insurance set up the rental and when I arrived to pick up the rental I was advised the car that was reserved from me was given to someone else and would have to get a car that cost more then my insurance would pay. The total amount was ****** for 20 days. I agreed to pay the difference which was ****** .My insurance was expected to pay 500. However while providing my debit card for the ****** payment the only employee working at the time used a phone service to make the payment and said my card information out loud with numerous other customers there. I got a new debit card to avoid anyone access who may have taken down my card info. After I got the rental I left to go out of town with it . When I returned 5 days before the rental was due I received a call from hertz reminding me that my rental was due on the 5th before 5pm and also advised that my insurance only paid 6 days of the 20 days rental and advised I would be responsible for the remaining balance. I asked hertz why I was not notified of this sooner and they told me they called and left various voicemails which was not valid. And can get phone records to prove it. Now this morning 11/30/22 at around 7am my debit card was charged for the full amount of the rental service. My ****** payment nor the few days my insurance covered was deducted. My bank account is now in the negative the day before rent is due. If hertz had contacted me to let me know that I was response for more money I would have returned home sooner to return the rental. When I spoke to a manager she told me I should just knew better and I could have returned the rental at any hertz location. Everyone I spoke to at that location was rude and ignorant. I had absolutely no way of knowing that my insurance stopped paying on the rental if hertz didnt contact me. I filed a claim with my bank and will be contacting my lawyer also. $979.66 was paid in total at this point.
Business Response
Date: 12/12/2022
Complaint ID: ********
********************** RR#: H18907431
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 confusion caused by the billing of your rental. We have reached out to our Area Manager in South Holland for their further review and assistance. They have advised that during your rental period the branch had made contact with you regarding the additional days billed. On 10/26 the location representatives attempted to reach out to you by phone at the number provided and were unable to make contact, due to a full voice mailbox they were unable to leave a voice message. on 11/03 to ****** was able to make contact with you and you advised that you were unaware that you had to return the vehicle and were upset about the additional days being the responsibility of the customer to pay. At this time, you advised our representatives that you would reach out to your insurance provider to see what they could do about the additional day fees.
On 11/8 we show documentation that states that the vehicle was returned on 11/6 and the insurance provider would not authorize payment beyond 10/21 as your personal vehicle was completed and ready for pick-up from the shop. The insurance adjuster provided feedback that they had notified you on two occasions that Statefarm would not cover rental costs beyond 10/21 as your personal vehicle had been completed and picked up on this date. At this time, the insurance adjuster advised our agents that we did not need to make contact with you as their offices had already done so.
With this in mind, the additional days billed for rental from 10/21 - 11/06 are valid and the customers responsibility. As outlined in the signed rental contract, which we have attached, customers accept responsibility for all rental days and expenses not covered by their insurance provider. We regret any frustration caused; however, this decision is based on information from our Area Manager as well as ******************** We consider this matter as being fully addressed and our decision final.
Initial Complaint
Date:12/01/2022
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 Nov 10 I booked a car to be picked up from Hertz on Nov 20 in ******* **, with a drop off at ************ on Nov 21.The morning of my reservation the rental pickup was for 7:30AM, but the website said the location opened at 9, so I went to pick up the car at 9:55AM, which was a little later than expected because of the time to find a ride to the airport (Uber). When going to the desk to pick up my car the agent at the rental counter said she would not be able to rent me a one way rental car, my reservation had been canceled because it had been over 2 hours since the pickup time, and she had no cars to give me. She offered that I should see if the other rental counters would rent me a car and there was nothing she could do. She said this all with a smile. I was left with a stunned feeling and no way to travel from ******* to a meeting in *******. The phone CSR told me because it is a franchise location and there was nothing she could do for me other than possibly get me a car in ******* (150mi away), and then hung up the phone on me. While I was there trying to figure out what to do, a customer returned a car, but desk agent said she could not give me the car despite my reservation, although possibly I might get one at 5PM as long as I promised to return the car to the ******* location.As a longtime Hertz member and with over 10 rentals in the past 12 months I am shocked at the treatment I received.
Business Response
Date: 12/07/2022
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 apologize for any inconvenience caused when the location in Augusta was unable to provide a rental vehicle for your travel needs. One point that we do want to address is the level of service that you received from our staff at the branch. All Hertz employees are expected to be friendly and courteous when assisting our customers. It is the minimum that our customers should expect. We are sincerely sorry that this was not your experience on this occasion. Rest assured your feedback has been shared with the licensee owner for their review and corrective action where deemed necessary.
As such, if alternate transportation was utilized through another rental agency at a higher rate due to a last minute rental, please provide us with your final invoice from the other rental agency so that we may review for possible reimbursement in the difference in cost.
Initial Complaint
Date:12/01/2022
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 the ************** Hertz Rental Location # ****** while visiting ******** from 8/31/22 to 9/4/22 which was pre paid on 7/26/22 for $417.48. My flight back to ************ left at 5:30am on 9/4/22. I then received a bill which stated that I didn't return the rental til 9/10/22, which is simply not true. Not only was I charged for an extra 5 days, but also a late return fee and a fee to fill up the gas tank which I did right before dropping it off on 9/4/22 at around 430am before catching a 530am flight. They removed the fuel charge and I was also told that they were going to correct the rest of the false charges. Now, about 2 months later, I received a bill for all of the incorrect charges and when I try to call I can't seem to talk to anyone who can actually resolve it and they are threatening me with sending it to collections. I have included receipts, one showing when I filled up at the ****************** station right next to ************** at 4:16am on 9/4/22, another receipt showing that I paid for the parking at ******************** when we arrived back home on 9/4/22 at 11:42am. I also included my flight itinerary and car rental receipts and invoices. I would also like to say that this is an absolutely unacceptable experience, I am forced to be severely inconvenienced by wasting my time and the power that Hertz can hold over my financials and credit should be criminal. This was completely an error made by Hertz, and the fact that they don't have the proper practices in place to ensure this doesn't happen is extremely concerning. I really do believe this should be investigated further to make sure this isn't a scam that is knowingly being conducted.
Business Response
Date: 12/09/2022
Complaint ID: ********
********************** RR#: 833369810
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 frustration caused by the additional billing incurred when your return date was incorrectly reflected on your invoice. With consideration of the documentation provided, we have processed a credit for the additional days billed. The refunded amount of $694.12 was processed today and will show on your billing statement within 5-7 business days. Rest assured, your feedback is being addressed with appropriate management for their full review and corrective action.

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Hertz is NOT a BBB Accredited Business.