--- company: hertz title: Hertz — how complaints actually go last_verified: 2026-10-12 --- ## In short Most 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. ## How complaints actually go - 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) - 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) - 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) - 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) ## What tends to work - 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) - 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+) - 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) - 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/) ## Traps and fine print - 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+) - 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+) - 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+) ## By the numbers - 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/) ## Scams that target customers - 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) - 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)