{"id":"hertz","page":"https://escalate.alexgaoth.com/#/c/hertz","html":"https://escalate.alexgaoth.com/c/hertz/","generated":"2026-10-15","company":{"id":"hertz","name":"Hertz","aliases":["the hertz corporation","hertz car rental","hertz rent a car","hertz gold plus rewards"],"sector":"car_rental","website":"https://www.hertz.com","account_url":"https://www.hertz.com/rentacar/reservation/receipt/search.do","regulators":["ftc"],"notes":"Dollar and Thrifty channels were not checked and are not included. Hertz's US contact pages render with JavaScript and many values here come from hertz.com pages as shown in official-domain search results. Rental terms differ by country; only US terms are used here.","channels":[{"id":"billing-phone","type":"phone","label":"Hertz past rental billing questions or comments/feedback (US)","value":"+1-800-654-4173","purposes":["billing_error","damage_claim","deposit_refund","poor_service"],"notes":"Hertz pages give different hours for this line (6am-9pm CST M-F and 7am-7pm).","source":"https://www5.hertz.com/rentacar/misc/index.jsp?targetPage=USContactUs.jsp","last_verified":"2026-10-12"},{"id":"reservations-phone","type":"phone","label":"Hertz future reservations (US)","value":"+1-800-654-3131","purposes":["reservation_problem"],"source":"https://www.hertz.com/rentacar/customersupport/templates/hTRUCountrySelectPopupView.jsp?targetPage=contactUsView.jsp","last_verified":"2026-10-12"},{"id":"customer-support-form","type":"web_form","label":"Hertz customer support form (past rental, pre-existing damage, vehicle not cleaned, fuel not full, receipts)","value":"https://www.hertz.com/rentacar/misc/index.jsp?targetPage=CustomerSupportForm.jsp","purposes":["billing_error","damage_claim","poor_service","lost_item"],"access":"open","notes":"Hertz says a team member responds within 3-5 business days. Optional fields for rental record, invoice and reservation numbers. Do not put card details in the comments.","source":"https://www.hertz.com/rentacar/misc/index.jsp?targetPage=CustomerSupportForm.jsp","last_verified":"2026-10-12"},{"id":"receipt-request","type":"portal","label":"Hertz request a receipt","value":"https://www.hertz.com/rentacar/reservation/receipt/search.do","purposes":["billing_error"],"notes":"Receipts may take up to 7 days after return and stay online for 6 months.","source":"https://www.hertz.com/rentacar/reservation/receipt/search.do","last_verified":"2026-10-12"},{"id":"first-notice-of-loss-phone","type":"phone","label":"Hertz Claim Management, First Notice of Loss (initial inquiries about a damage claim)","value":"+1-877-584-7159","purposes":["damage_claim"],"notes":"From Hertz's US Vehicle Incident Report form (April 2021 version). Put the rental agreement number on every page you send.","source":"https://images.hertz.com/pdfs/vir_online_April_2021.pdf","last_verified":"2026-10-12"},{"id":"first-notice-of-loss-email","type":"email","label":"Hertz First Notice of Loss (damage to the rental car only)","value":"HCMFirstNoticeofLoss@Hertz.com","purposes":["damage_claim"],"notes":"Reports with injury, death or damage to other vehicles or property go to HCMFirstNoticeofLoss_bipd@Hertz.com.","source":"https://images.hertz.com/pdfs/vir_online_April_2021.pdf","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"billing-phone"},{"rung":"written_complaint","channel":"customer-support-form","note":"For damage claims, ask for photos, repair invoices and the fleet utilization log."},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"small_claims"}],"playbooks":[{"issue":"damage_claim","summary":"Report damage on a Vehicle Incident Report at return; for a damage bill, ask Hertz Claim Management for the evidence and check the state limits on what you owe.","evidence":["rental agreement","Vehicle Incident Report","your photos at pickup and return","damage bill","LDW election","insurance and card benefit details"],"steps":[{"do":"Note pre-existing damage at pickup and report it through the support form (\"Pre-existing body damage when rented\") if it was missed.","channel":"customer-support-form"},{"do":"For a damage claim, contact First Notice of Loss with the rental agreement number on every page.","channel":"first-notice-of-loss-email"},{"do":"Ask in writing for photos, the repair estimate or invoice, and how the administrative fee and loss of use were calculated.","channel":"first-notice-of-loss-email"},{"do":"If you bought LDW, cite it; if not, send the claim to your auto insurer or card benefit administrator."},{"do":"If Hertz bills an unsupported amount, dispute it with your card issuer or in small claims court."}],"facts":[{"kind":"limit","claim":"Hertz US terms say that in most states your responsibility for loss or damage extends to the full value of the car at rental less salvage value, plus towing, storage impound fees, an administrative fee and a reasonable charge for loss of use.","issues":["damage_claim"],"source":"https://www.hertz.com/rentacar/reservation/reviewmodifycancel/templates/rentalTerms.jsp?KEYWORD=COVERAGES&EOAG=LAX+","last_verified":"2026-10-12"},{"kind":"limit","claim":"In California your responsibility will in no event exceed the fair market value plus actual towing, storage, impound and administrative charges; in Illinois it is limited to $15,500.00 for causes other than theft and $2,000.00 for theft unless the theft results from your fault.","issues":["damage_claim"],"source":"https://www.hertz.com/rentacar/reservation/reviewmodifycancel/templates/rentalTerms.jsp?KEYWORD=COVERAGES&EOAG=LAX+","last_verified":"2026-10-12"},{"kind":"policy","claim":"The optional Loss Damage Waiver relieves you of all financial responsibility for loss or damage to the rental car if the car is used according to the Rental Agreement; you are not required to buy it.","issues":["damage_claim"],"source":"https://www.hertz.com/rentacar/reservation/reviewmodifycancel/templates/rentalTerms.jsp?KEYWORD=COVERAGES&EOAG=LAX+","last_verified":"2026-10-12"}]},{"issue":"billing_error","summary":"Get the receipt, then call the billing line or use the support form for fuel, cleaning or toll charges.","evidence":["receipt","rental agreement","fuel gauge and odometer photos at return","toll records"],"steps":[{"do":"Request the receipt online.","channel":"receipt-request"},{"do":"Call the past-rental billing line with the receipt and the correct amount.","channel":"billing-phone"},{"do":"Put it in writing through the support form (\"Past Rental\", \"Vehicle did not have full tank when rented\" or \"Vehicle was not cleaned\").","channel":"customer-support-form"},{"do":"If not corrected, dispute the charge with your card issuer."}]},{"issue":"deposit_refund","summary":"Hertz places an authorization hold on top of the estimated charges; ask the billing line and your bank if it is not released.","evidence":["rental agreement","return receipt","card statement showing the hold"],"steps":[{"do":"Compare the hold with the amounts in the US rental terms for your vehicle class and card type."},{"do":"If the hold is not released after return, call the billing line, then your card issuer.","channel":"billing-phone"}],"facts":[{"kind":"limit","claim":"For US credit card rentals Hertz places an authorization of up to USD 200.00 on top of estimated charges (USD 300.00-900.00 for some SUV and premium classes); debit card rentals need funds for estimated charges plus up to USD 500.00. These funds are not available for your use.","issues":["deposit_refund"],"source":"https://www.hertz.com/rentacar/reservation/reviewmodifycancel/templates/rentalTerms.jsp?KEYWORD=PAYMENT&EOAG=LAX+","last_verified":"2026-10-12"},{"kind":"policy","claim":"Hertz takes additional authorization holds if the vehicle is not returned at the date and time on the agreement or the rental terms change and add charges.","issues":["deposit_refund"],"source":"https://www.hertz.com/rentacar/reservation/reviewmodifycancel/templates/rentalTerms.jsp?KEYWORD=PAYMENT&EOAG=LAX+","last_verified":"2026-10-12"}]}],"known_blockers":["hertz.com contact pages render with JavaScript and may not load for automated fetches.","The First Notice of Loss contacts come from an April 2021 form; confirm them on current claim correspondence."],"official_domains":["hertz.com","hertz.it"],"security":{"never_asks":[{"kind":"policy","claim":"In a scam warning for rentals in Italy, Hertz says it never requests payment for rentals by bank transfer or prepaid card top-up; a request for such an external payment in the name of a private individual is very likely fraudulent.","source":"https://www.hertz.com/content/dam/hertz/global/resources/hertz-come-difendersi-dalle-truffe-online-sul-noleggio-auto.pdf","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Hertz warns that scammers using clone websites or posing as rental-location staff contact customers by email or WhatsApp and ask for payment to bank accounts or prepaid cards not registered to Hertz (warning published for Hertz Italy).","source":"https://www.hertz.com/content/dam/hertz/global/resources/hertz-come-difendersi-dalle-truffe-online-sul-noleggio-auto.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Hertz warns that scammers post incorrect or spoofed phone numbers on information sites such as Google Maps, Yellow Pages and White Pages, so callers reach a scammer who demands extra payments; use only contact details from the Hertz website (warning published for Hertz Italy).","source":"https://www.hertz.com/content/dam/hertz/global/resources/hertz-come-difendersi-dalle-truffe-online-sul-noleggio-auto.pdf","last_verified":"2026-10-12"}]}},"playbooks":{"damage_claim":{"company":{"id":"hertz","name":"Hertz","sector":"car_rental","website":"https://www.hertz.com","account_url":"https://www.hertz.com/rentacar/reservation/receipt/search.do"},"issue":{"id":"damage_claim","name":"Damage charge after a rental or stay"},"playbook_source":"company","summary":"Report damage on a Vehicle Incident Report at return; for a damage bill, ask Hertz Claim Management for the evidence and check the state limits on what you owe.","evidence":["rental agreement","Vehicle Incident Report","your photos at pickup and return","damage bill","LDW election","insurance and card benefit details"],"steps":[{"do":"Note pre-existing damage at pickup and report it through the support form (\"Pre-existing body damage when rented\") if it was missed.","channel":{"id":"customer-support-form","type":"web_form","label":"Hertz customer support form (past rental, pre-existing damage, vehicle not cleaned, fuel not full, receipts)","value":"https://www.hertz.com/rentacar/misc/index.jsp?targetPage=CustomerSupportForm.jsp","purposes":["billing_error","damage_claim","poor_service","lost_item"],"access":"open","notes":"Hertz says a team member responds within 3-5 business days. Optional fields for rental record, invoice and reservation numbers. Do not put card details in the comments.","source":"https://www.hertz.com/rentacar/misc/index.jsp?targetPage=CustomerSupportForm.jsp","last_verified":"2026-10-12"}},{"do":"For a damage claim, contact First Notice of Loss with the rental agreement number on every page.","channel":{"id":"first-notice-of-loss-email","type":"email","label":"Hertz First Notice of Loss (damage to the rental car only)","value":"HCMFirstNoticeofLoss@Hertz.com","purposes":["damage_claim"],"notes":"Reports with injury, death or damage to other vehicles or property go to HCMFirstNoticeofLoss_bipd@Hertz.com.","source":"https://images.hertz.com/pdfs/vir_online_April_2021.pdf","last_verified":"2026-10-12"}},{"do":"Ask in writing for photos, the repair estimate or invoice, and how the administrative fee and loss of use were calculated.","channel":{"id":"first-notice-of-loss-email","type":"email","label":"Hertz First Notice of Loss (damage to the rental car only)","value":"HCMFirstNoticeofLoss@Hertz.com","purposes":["damage_claim"],"notes":"Reports with injury, death or damage to other vehicles or property go to HCMFirstNoticeofLoss_bipd@Hertz.com.","source":"https://images.hertz.com/pdfs/vir_online_April_2021.pdf","last_verified":"2026-10-12"}},{"do":"If you bought LDW, cite it; if not, send the claim to your auto insurer or card benefit administrator."},{"do":"If Hertz bills an unsupported amount, dispute it with your card issuer or in small claims court."}],"channels":[{"id":"billing-phone","type":"phone","label":"Hertz past rental billing questions or comments/feedback (US)","value":"+1-800-654-4173","purposes":["billing_error","damage_claim","deposit_refund","poor_service"],"notes":"Hertz pages give different hours for this line (6am-9pm CST M-F and 7am-7pm).","source":"https://www5.hertz.com/rentacar/misc/index.jsp?targetPage=USContactUs.jsp","last_verified":"2026-10-12"},{"id":"customer-support-form","type":"web_form","label":"Hertz customer support form (past rental, pre-existing damage, vehicle not cleaned, fuel not full, receipts)","value":"https://www.hertz.com/rentacar/misc/index.jsp?targetPage=CustomerSupportForm.jsp","purposes":["billing_error","damage_claim","poor_service","lost_item"],"access":"open","notes":"Hertz says a team member responds within 3-5 business days. Optional fields for rental record, invoice and reservation numbers. Do not put card details in the comments.","source":"https://www.hertz.com/rentacar/misc/index.jsp?targetPage=CustomerSupportForm.jsp","last_verified":"2026-10-12"},{"id":"first-notice-of-loss-phone","type":"phone","label":"Hertz Claim Management, First Notice of Loss (initial inquiries about a damage claim)","value":"+1-877-584-7159","purposes":["damage_claim"],"notes":"From Hertz's US Vehicle Incident Report form (April 2021 version). Put the rental agreement number on every page you send.","source":"https://images.hertz.com/pdfs/vir_online_April_2021.pdf","last_verified":"2026-10-12"},{"id":"first-notice-of-loss-email","type":"email","label":"Hertz First Notice of Loss (damage to the rental car only)","value":"HCMFirstNoticeofLoss@Hertz.com","purposes":["damage_claim"],"notes":"Reports with injury, death or damage to other vehicles or property go to HCMFirstNoticeofLoss_bipd@Hertz.com.","source":"https://images.hertz.com/pdfs/vir_online_April_2021.pdf","last_verified":"2026-10-12"}],"facts":[{"kind":"limit","claim":"Hertz US terms say that in most states your responsibility for loss or damage extends to the full value of the car at rental less salvage value, plus towing, storage impound fees, an administrative fee and a reasonable charge for loss of use.","issues":["damage_claim"],"source":"https://www.hertz.com/rentacar/reservation/reviewmodifycancel/templates/rentalTerms.jsp?KEYWORD=COVERAGES&EOAG=LAX+","last_verified":"2026-10-12"},{"kind":"limit","claim":"In California your responsibility will in no event exceed the fair market value plus actual towing, storage, impound and administrative charges; in Illinois it is limited to $15,500.00 for causes other than theft and $2,000.00 for theft unless the theft results from your fault.","issues":["damage_claim"],"source":"https://www.hertz.com/rentacar/reservation/reviewmodifycancel/templates/rentalTerms.jsp?KEYWORD=COVERAGES&EOAG=LAX+","last_verified":"2026-10-12"},{"kind":"policy","claim":"The optional Loss Damage Waiver relieves you of all financial responsibility for loss or damage to the rental car if the car is used according to the Rental Agreement; you are not required to buy it.","issues":["damage_claim"],"source":"https://www.hertz.com/rentacar/reservation/reviewmodifycancel/templates/rentalTerms.jsp?KEYWORD=COVERAGES&EOAG=LAX+","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"billing-phone","type":"phone","label":"Hertz past rental billing questions or comments/feedback (US)","value":"+1-800-654-4173","purposes":["billing_error","damage_claim","deposit_refund","poor_service"],"notes":"Hertz pages give different hours for this line (6am-9pm CST M-F and 7am-7pm).","source":"https://www5.hertz.com/rentacar/misc/index.jsp?targetPage=USContactUs.jsp","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"For damage claims, ask for photos, repair invoices and the fleet utilization log.","channel":{"id":"customer-support-form","type":"web_form","label":"Hertz customer support form (past rental, pre-existing damage, vehicle not cleaned, fuel not full, receipts)","value":"https://www.hertz.com/rentacar/misc/index.jsp?targetPage=CustomerSupportForm.jsp","purposes":["billing_error","damage_claim","poor_service","lost_item"],"access":"open","notes":"Hertz says a team member responds within 3-5 business days. Optional fields for rental record, invoice and reservation numbers. Do not put card details in the comments.","source":"https://www.hertz.com/rentacar/misc/index.jsp?targetPage=CustomerSupportForm.jsp","last_verified":"2026-10-12"}},{"index":2,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"small_claims"}],"known_blockers":["hertz.com contact pages render with JavaScript and may not load for automated fetches.","The First Notice of Loss contacts come from an April 2021 form; confirm them on current claim correspondence."],"security":{"official_domains":["hertz.com","hertz.it"],"never_asks":[{"kind":"policy","claim":"In a scam warning for rentals in Italy, Hertz says it never requests payment for rentals by bank transfer or prepaid card top-up; a request for such an external payment in the name of a private individual is very likely fraudulent.","source":"https://www.hertz.com/content/dam/hertz/global/resources/hertz-come-difendersi-dalle-truffe-online-sul-noleggio-auto.pdf","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Hertz warns that scammers using clone websites or posing as rental-location staff contact customers by email or WhatsApp and ask for payment to bank accounts or prepaid cards not registered to Hertz (warning published for Hertz Italy).","source":"https://www.hertz.com/content/dam/hertz/global/resources/hertz-come-difendersi-dalle-truffe-online-sul-noleggio-auto.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Hertz warns that scammers post incorrect or spoofed phone numbers on information sites such as Google Maps, Yellow Pages and White Pages, so callers reach a scammer who demands extra payments; use only contact details from the Hertz website (warning published for Hertz Italy).","source":"https://www.hertz.com/content/dam/hertz/global/resources/hertz-come-difendersi-dalle-truffe-online-sul-noleggio-auto.pdf","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"B","primary_share":0.893,"sources":{"primary":25,"other":3},"verified_from":{"page":14},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 89% of 28 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Dollar and Thrifty channels were not checked and are not included. Hertz's US contact pages render with JavaScript and many values here come from hertz.com pages as shown in official-domain search results. Rental terms differ by country; only US terms are used here.","warnings":[]},"billing_error":{"company":{"id":"hertz","name":"Hertz","sector":"car_rental","website":"https://www.hertz.com","account_url":"https://www.hertz.com/rentacar/reservation/receipt/search.do"},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"Get the receipt, then call the billing line or use the support form for fuel, cleaning or toll charges.","evidence":["receipt","rental agreement","fuel gauge and odometer photos at return","toll records"],"steps":[{"do":"Request the receipt online.","channel":{"id":"receipt-request","type":"portal","label":"Hertz request a receipt","value":"https://www.hertz.com/rentacar/reservation/receipt/search.do","purposes":["billing_error"],"notes":"Receipts may take up to 7 days after return and stay online for 6 months.","source":"https://www.hertz.com/rentacar/reservation/receipt/search.do","last_verified":"2026-10-12"}},{"do":"Call the past-rental billing line with the receipt and the correct amount.","channel":{"id":"billing-phone","type":"phone","label":"Hertz past rental billing questions or comments/feedback (US)","value":"+1-800-654-4173","purposes":["billing_error","damage_claim","deposit_refund","poor_service"],"notes":"Hertz pages give different hours for this line (6am-9pm CST M-F and 7am-7pm).","source":"https://www5.hertz.com/rentacar/misc/index.jsp?targetPage=USContactUs.jsp","last_verified":"2026-10-12"}},{"do":"Put it in writing through the support form (\"Past Rental\", \"Vehicle did not have full tank when rented\" or \"Vehicle was not cleaned\").","channel":{"id":"customer-support-form","type":"web_form","label":"Hertz customer support form (past rental, pre-existing damage, vehicle not cleaned, fuel not full, receipts)","value":"https://www.hertz.com/rentacar/misc/index.jsp?targetPage=CustomerSupportForm.jsp","purposes":["billing_error","damage_claim","poor_service","lost_item"],"access":"open","notes":"Hertz says a team member responds within 3-5 business days. Optional fields for rental record, invoice and reservation numbers. Do not put card details in the comments.","source":"https://www.hertz.com/rentacar/misc/index.jsp?targetPage=CustomerSupportForm.jsp","last_verified":"2026-10-12"}},{"do":"If not corrected, dispute the charge with your card issuer."}],"channels":[{"id":"billing-phone","type":"phone","label":"Hertz past rental billing questions or comments/feedback (US)","value":"+1-800-654-4173","purposes":["billing_error","damage_claim","deposit_refund","poor_service"],"notes":"Hertz pages give different hours for this line (6am-9pm CST M-F and 7am-7pm).","source":"https://www5.hertz.com/rentacar/misc/index.jsp?targetPage=USContactUs.jsp","last_verified":"2026-10-12"},{"id":"customer-support-form","type":"web_form","label":"Hertz customer support form (past rental, pre-existing damage, vehicle not cleaned, fuel not full, receipts)","value":"https://www.hertz.com/rentacar/misc/index.jsp?targetPage=CustomerSupportForm.jsp","purposes":["billing_error","damage_claim","poor_service","lost_item"],"access":"open","notes":"Hertz says a team member responds within 3-5 business days. Optional fields for rental record, invoice and reservation numbers. Do not put card details in the comments.","source":"https://www.hertz.com/rentacar/misc/index.jsp?targetPage=CustomerSupportForm.jsp","last_verified":"2026-10-12"},{"id":"receipt-request","type":"portal","label":"Hertz request a receipt","value":"https://www.hertz.com/rentacar/reservation/receipt/search.do","purposes":["billing_error"],"notes":"Receipts may take up to 7 days after return and stay online for 6 months.","source":"https://www.hertz.com/rentacar/reservation/receipt/search.do","last_verified":"2026-10-12"}],"facts":[],"rules":{"in_force":[{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"billing-phone","type":"phone","label":"Hertz past rental billing questions or comments/feedback (US)","value":"+1-800-654-4173","purposes":["billing_error","damage_claim","deposit_refund","poor_service"],"notes":"Hertz pages give different hours for this line (6am-9pm CST M-F and 7am-7pm).","source":"https://www5.hertz.com/rentacar/misc/index.jsp?targetPage=USContactUs.jsp","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"For damage claims, ask for photos, repair invoices and the fleet utilization log.","channel":{"id":"customer-support-form","type":"web_form","label":"Hertz customer support form (past rental, pre-existing damage, vehicle not cleaned, fuel not full, receipts)","value":"https://www.hertz.com/rentacar/misc/index.jsp?targetPage=CustomerSupportForm.jsp","purposes":["billing_error","damage_claim","poor_service","lost_item"],"access":"open","notes":"Hertz says a team member responds within 3-5 business days. Optional fields for rental record, invoice and reservation numbers. Do not put card details in the comments.","source":"https://www.hertz.com/rentacar/misc/index.jsp?targetPage=CustomerSupportForm.jsp","last_verified":"2026-10-12"}},{"index":2,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"small_claims"}],"known_blockers":["hertz.com contact pages render with JavaScript and may not load for automated fetches.","The First Notice of Loss contacts come from an April 2021 form; confirm them on current claim correspondence."],"security":{"official_domains":["hertz.com","hertz.it"],"never_asks":[{"kind":"policy","claim":"In a scam warning for rentals in Italy, Hertz says it never requests payment for rentals by bank transfer or prepaid card top-up; a request for such an external payment in the name of a private individual is very likely fraudulent.","source":"https://www.hertz.com/content/dam/hertz/global/resources/hertz-come-difendersi-dalle-truffe-online-sul-noleggio-auto.pdf","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Hertz warns that scammers using clone websites or posing as rental-location staff contact customers by email or WhatsApp and ask for payment to bank accounts or prepaid cards not registered to Hertz (warning published for Hertz Italy).","source":"https://www.hertz.com/content/dam/hertz/global/resources/hertz-come-difendersi-dalle-truffe-online-sul-noleggio-auto.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Hertz warns that scammers post incorrect or spoofed phone numbers on information sites such as Google Maps, Yellow Pages and White Pages, so callers reach a scammer who demands extra payments; use only contact details from the Hertz website (warning published for Hertz Italy).","source":"https://www.hertz.com/content/dam/hertz/global/resources/hertz-come-difendersi-dalle-truffe-online-sul-noleggio-auto.pdf","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"B","primary_share":0.893,"sources":{"primary":25,"other":3},"verified_from":{"page":14},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 89% of 28 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Dollar and Thrifty channels were not checked and are not included. Hertz's US contact pages render with JavaScript and many values here come from hertz.com pages as shown in official-domain search results. Rental terms differ by country; only US terms are used here.","warnings":[]},"deposit_refund":{"company":{"id":"hertz","name":"Hertz","sector":"car_rental","website":"https://www.hertz.com","account_url":"https://www.hertz.com/rentacar/reservation/receipt/search.do"},"issue":{"id":"deposit_refund","name":"Deposit not returned"},"playbook_source":"company","summary":"Hertz places an authorization hold on top of the estimated charges; ask the billing line and your bank if it is not released.","evidence":["rental agreement","return receipt","card statement showing the hold"],"steps":[{"do":"Compare the hold with the amounts in the US rental terms for your vehicle class and card type."},{"do":"If the hold is not released after return, call the billing line, then your card issuer.","channel":{"id":"billing-phone","type":"phone","label":"Hertz past rental billing questions or comments/feedback (US)","value":"+1-800-654-4173","purposes":["billing_error","damage_claim","deposit_refund","poor_service"],"notes":"Hertz pages give different hours for this line (6am-9pm CST M-F and 7am-7pm).","source":"https://www5.hertz.com/rentacar/misc/index.jsp?targetPage=USContactUs.jsp","last_verified":"2026-10-12"}}],"channels":[{"id":"billing-phone","type":"phone","label":"Hertz past rental billing questions or comments/feedback (US)","value":"+1-800-654-4173","purposes":["billing_error","damage_claim","deposit_refund","poor_service"],"notes":"Hertz pages give different hours for this line (6am-9pm CST M-F and 7am-7pm).","source":"https://www5.hertz.com/rentacar/misc/index.jsp?targetPage=USContactUs.jsp","last_verified":"2026-10-12"}],"facts":[{"kind":"limit","claim":"For US credit card rentals Hertz places an authorization of up to USD 200.00 on top of estimated charges (USD 300.00-900.00 for some SUV and premium classes); debit card rentals need funds for estimated charges plus up to USD 500.00. These funds are not available for your use.","issues":["deposit_refund"],"source":"https://www.hertz.com/rentacar/reservation/reviewmodifycancel/templates/rentalTerms.jsp?KEYWORD=PAYMENT&EOAG=LAX+","last_verified":"2026-10-12"},{"kind":"policy","claim":"Hertz takes additional authorization holds if the vehicle is not returned at the date and time on the agreement or the rental terms change and add charges.","issues":["deposit_refund"],"source":"https://www.hertz.com/rentacar/reservation/reviewmodifycancel/templates/rentalTerms.jsp?KEYWORD=PAYMENT&EOAG=LAX+","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"billing-phone","type":"phone","label":"Hertz past rental billing questions or comments/feedback (US)","value":"+1-800-654-4173","purposes":["billing_error","damage_claim","deposit_refund","poor_service"],"notes":"Hertz pages give different hours for this line (6am-9pm CST M-F and 7am-7pm).","source":"https://www5.hertz.com/rentacar/misc/index.jsp?targetPage=USContactUs.jsp","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"For damage claims, ask for photos, repair invoices and the fleet utilization log.","channel":{"id":"customer-support-form","type":"web_form","label":"Hertz customer support form (past rental, pre-existing damage, vehicle not cleaned, fuel not full, receipts)","value":"https://www.hertz.com/rentacar/misc/index.jsp?targetPage=CustomerSupportForm.jsp","purposes":["billing_error","damage_claim","poor_service","lost_item"],"access":"open","notes":"Hertz says a team member responds within 3-5 business days. Optional fields for rental record, invoice and reservation numbers. Do not put card details in the comments.","source":"https://www.hertz.com/rentacar/misc/index.jsp?targetPage=CustomerSupportForm.jsp","last_verified":"2026-10-12"}},{"index":2,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"small_claims"}],"known_blockers":["hertz.com contact pages render with JavaScript and may not load for automated fetches.","The First Notice of Loss contacts come from an April 2021 form; confirm them on current claim correspondence."],"security":{"official_domains":["hertz.com","hertz.it"],"never_asks":[{"kind":"policy","claim":"In a scam warning for rentals in Italy, Hertz says it never requests payment for rentals by bank transfer or prepaid card top-up; a request for such an external payment in the name of a private individual is very likely fraudulent.","source":"https://www.hertz.com/content/dam/hertz/global/resources/hertz-come-difendersi-dalle-truffe-online-sul-noleggio-auto.pdf","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Hertz warns that scammers using clone websites or posing as rental-location staff contact customers by email or WhatsApp and ask for payment to bank accounts or prepaid cards not registered to Hertz (warning published for Hertz Italy).","source":"https://www.hertz.com/content/dam/hertz/global/resources/hertz-come-difendersi-dalle-truffe-online-sul-noleggio-auto.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Hertz warns that scammers post incorrect or spoofed phone numbers on information sites such as Google Maps, Yellow Pages and White Pages, so callers reach a scammer who demands extra payments; use only contact details from the Hertz website (warning published for Hertz Italy).","source":"https://www.hertz.com/content/dam/hertz/global/resources/hertz-come-difendersi-dalle-truffe-online-sul-noleggio-auto.pdf","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"B","primary_share":0.893,"sources":{"primary":25,"other":3},"verified_from":{"page":14},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 89% of 28 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Dollar and Thrifty channels were not checked and are not included. Hertz's US contact pages render with JavaScript and many values here come from hertz.com pages as shown in official-domain search results. Rental terms differ by country; only US terms are used here.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"billing-phone","type":"phone","label":"Hertz past rental billing questions or comments/feedback (US)","value":"+1-800-654-4173","purposes":["billing_error","damage_claim","deposit_refund","poor_service"],"notes":"Hertz pages give different hours for this line (6am-9pm CST M-F and 7am-7pm).","source":"https://www5.hertz.com/rentacar/misc/index.jsp?targetPage=USContactUs.jsp","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"For damage claims, ask for photos, repair invoices and the fleet utilization log.","channel":{"id":"customer-support-form","type":"web_form","label":"Hertz customer support form (past rental, pre-existing damage, vehicle not cleaned, fuel not full, receipts)","value":"https://www.hertz.com/rentacar/misc/index.jsp?targetPage=CustomerSupportForm.jsp","purposes":["billing_error","damage_claim","poor_service","lost_item"],"access":"open","notes":"Hertz says a team member responds within 3-5 business days. Optional fields for rental record, invoice and reservation numbers. Do not put card details in the comments.","source":"https://www.hertz.com/rentacar/misc/index.jsp?targetPage=CustomerSupportForm.jsp","last_verified":"2026-10-12"}},{"index":2,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"small_claims"}],"security":{"official_domains":["hertz.com","hertz.it"],"never_asks":[{"kind":"policy","claim":"In a scam warning for rentals in Italy, Hertz says it never requests payment for rentals by bank transfer or prepaid card top-up; a request for such an external payment in the name of a private individual is very likely fraudulent.","source":"https://www.hertz.com/content/dam/hertz/global/resources/hertz-come-difendersi-dalle-truffe-online-sul-noleggio-auto.pdf","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Hertz warns that scammers using clone websites or posing as rental-location staff contact customers by email or WhatsApp and ask for payment to bank accounts or prepaid cards not registered to Hertz (warning published for Hertz Italy).","source":"https://www.hertz.com/content/dam/hertz/global/resources/hertz-come-difendersi-dalle-truffe-online-sul-noleggio-auto.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Hertz warns that scammers post incorrect or spoofed phone numbers on information sites such as Google Maps, Yellow Pages and White Pages, so callers reach a scammer who demands extra payments; use only contact details from the Hertz website (warning published for Hertz Italy).","source":"https://www.hertz.com/content/dam/hertz/global/resources/hertz-come-difendersi-dalle-truffe-online-sul-noleggio-auto.pdf","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"B","primary_share":0.893,"sources":{"primary":25,"other":3},"verified_from":{"page":14},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 89% of 28 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"dossier":{"title":"Hertz — how complaints actually go","last_verified":"2026-10-12","file":"dossiers/hertz.md","markdown":"## In short\n\nMost Hertz disputes are about damage charges and fees after the rental. At some airports Hertz scans cars automatically and sends a damage report after you leave, and a House subcommittee said in 2025 that Hertz appeared to bill these without human review. Film the car at pickup and return, and dispute any damage bill in writing with the support form, asking for Hertz's before-and-after images. Use the U.S. billing line for past-rental charges. Keep your rental agreement and any extension in writing.\n\n## How complaints actually go\n\n- Past-rental billing questions go to Hertz's U.S. billing line (+1-800-654-4173). [Hertz: U.S. contact us](https://www5.hertz.com/rentacar/misc/index.jsp?targetPage=USContactUs.jsp)\n- Hertz's customer support form covers past rentals, pre-existing damage, cleanliness, fuel and receipts; Hertz says a team member responds within 3 to 5 business days. [Hertz: customer support form](https://www.hertz.com/rentacar/misc/index.jsp?targetPage=CustomerSupportForm.jsp)\n- Hertz describes its scanner inspection as comparing before-and-after scans and sending \"a post-rental inspection report detailing the damage and any costs.\" A House Oversight subcommittee chair wrote on August 20, 2025 that Hertz \"is apparently the only car rental company in the U.S. that issues damage assessments to customers without human review,\" noted complaints about reaching a representative before fees rise, and asked Hertz for a briefing. [House Oversight subcommittee letter to Hertz](https://oversight.house.gov/wp-content/uploads/2025/08/AI-letter-to-Hertz._8.20.2025.pdf)\n- In December 2022 Hertz agreed to pay $168 million to settle 364 pending claims by customers who said they were falsely reported for stealing rental cars. [The Drive, December 5, 2022](https://thedrive.com/news/hertz-will-pay-168m-to-settle-wrongful-arrests-for-bogus-stolen-rental-cars)\n\n## What tends to work\n\n- Dispute in writing and ask for evidence: time-stamped photos from just before you drove off and just after you returned, and the car's rentals since your return. [Christian Science Monitor, March 20, 2015](https://www.csmonitor.com/Business/Saving-Money/2015/0320/How-to-dispute-and-win-rental-car-damage-claims)\n- Check state caps in the rental terms: Hertz's U.S. terms say California renters owe no more than fair market value plus actual towing, storage, impound and administrative charges, and Illinois renters no more than $15,500.00 (other than theft) or $2,000.00 (theft, unless your fault). [Hertz rental terms: coverages](https://www.hertz.com/rentacar/reservation/reviewmodifycancel/templates/rentalTerms.jsp?KEYWORD=COVERAGES&EOAG=LAX+)\n- Get the receipt: Hertz receipts may take up to 7 days after return and stay online for 6 months. [Hertz: request a receipt](https://www.hertz.com/rentacar/reservation/receipt/search.do)\n- If Hertz does not fix a card charge you did not agree to, dispute it with the card issuer within 60 days after the statement that shows it (rule `fcba-billing-error`). [12 CFR 1026.13](https://www.consumerfinance.gov/rules-policy/regulations/1026/13/)\n\n## Traps and fine print\n\n- In most states, Hertz's U.S. terms make you responsible for loss or damage up to the car's full value less salvage, plus towing, storage, impound fees, an administrative fee and a reasonable charge for loss of use. [Hertz rental terms: coverages](https://www.hertz.com/rentacar/reservation/reviewmodifycancel/templates/rentalTerms.jsp?KEYWORD=COVERAGES&EOAG=LAX+)\n- The optional Loss Damage Waiver removes that responsibility only if the car is used according to the rental agreement; you are not required to buy it. [Hertz rental terms: coverages](https://www.hertz.com/rentacar/reservation/reviewmodifycancel/templates/rentalTerms.jsp?KEYWORD=COVERAGES&EOAG=LAX+)\n- Hertz holds up to USD 200.00 above estimated charges on U.S. credit card rentals (more for some SUVs and premium cars), and takes more holds if you return late or the terms change. [Hertz rental terms: payment](https://www.hertz.com/rentacar/reservation/reviewmodifycancel/templates/rentalTerms.jsp?KEYWORD=PAYMENT&EOAG=LAX+)\n\n## By the numbers\n\n- ACSI 2026: Hertz scored 77 out of 100, up from 76 in 2025; Dollar, also owned by Hertz, scored 71. [ACSI: Car rentals](https://theacsi.com/industries/travel/car-rental/)\n\n## Scams that target customers\n\n- In a warning written for rentals in Italy, Hertz says scammers post spoofed phone numbers on Google Maps and directory sites and use clone websites, email or WhatsApp to ask for payment to bank accounts or prepaid cards not registered to Hertz; Hertz says it never asks for rental payment by bank transfer or prepaid card top-up. [Hertz scam warning (Italy, PDF)](https://www.hertz.com/content/dam/hertz/global/resources/hertz-come-difendersi-dalle-truffe-online-sul-noleggio-auto.pdf)\n- The FTC says not to trust phone numbers in search results; type the company's address into the browser and use the contact details on its own site. [FTC consumer alert, April 3, 2025](https://consumer.ftc.gov/consumer-alerts/2025/04/online-search-results-good-bad-scammy)\n"},"guide":{"key":"car_rental","title":"Car rentals — how complaints work","last_verified":"2026-10-12","file":"guides/car_rental.md","page":"https://escalate.alexgaoth.com/#/guides/car_rental"}}