---
sector: car_rental
title: Car rentals — how complaints work
last_verified: 2026-10-12
---

## In short

Most car rental disputes are about damage claims that arrive after the return, and about fuel, toll, cleaning and administrative fees. Before you drive away, photograph or film every side of the car, the wheels, glass and interior, and have existing damage written on the rental record. Do the same at return. When a damage bill arrives, dispute it in writing and ask for the company's time-stamped photos from before and after your rental, plus the car's rental history since your return. Check what your own car insurance or credit card covers before you buy the counter damage waiver. A rental company asking you to pay with a gift card is a scam.

## How complaints work in this industry

- Damage claims are often handled by a separate claims unit or administrator, not the counter. Avis and Budget use third-party administrators, Fleet Response and Viking, and Avis says you can typically expect to hear from it within 30 to 60 days of the incident; final costs are known only after repair or salvage. [Avis: claims and accidents](https://www.avis.com/en/customer-service/faqs/usa/claims-accident)
- Enterprise handles post-rental balances, tolls, citations and damage recovery payments for its U.S. rentals through Consumer Collections Support pages. [Enterprise: payments](https://www.enterprise.com/en/payments.html)
- Hertz uses automated vehicle scanners at some airports. Hertz's own description, quoted by a House subcommittee, says you receive a post-rental inspection report with the damage and its costs. In an August 20, 2025 letter, the subcommittee chair wrote that Hertz "is apparently the only car rental company in the U.S. that issues damage assessments to customers without human review" 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)
- On Turo, a host must report damage within 24 hours after the trip ends, and you have 20 days from the trip's end to escalate a damage invoice you cannot settle with the host to Turo. [Turo: reporting and resolving damage](https://help.turo.com/en_us/reporting-and-resolving-damage-or-us-hosts-SymY8VlN5), [Turo: paying or disputing reimbursement requests](https://support.turo.com/hc/en-us/articles/360036783613-Paying-or-disputing-reimbursement-requests)
- No federal agency handles individual car rental complaints. Florida's Attorney General, for example, says to file with the state attorney general, the FTC and the BBB. [Florida Attorney General: car rentals](https://www.myfloridalegal.com/node/1086)
- State regulators act on damage-claim practices. New Jersey's Division of Consumer Affairs settled with Drivo Rent-A-Car in September 2020 over alleged altered inspection records and billing different renters for the same damage; Drivo agreed to record pre-existing damage for the renter's signature at checkout. [New Jersey Attorney General, September 16, 2020](https://www.nj.gov/oag/newsreleases20/pr20200916a.html)

## Your leverage

- Photo evidence: photograph every dent or scratch on the body, interior, wheels and glass before you drive away, and have an employee or the damage form record existing damage. When a claim arrives, dispute it in writing and ask for time-stamped photos from just before you drove off and just after you returned, and the list of rentals of that car 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)
- Your own policy or card may already cover damage. Florida's Attorney General says to check your insurance policy or credit card agreement before buying a collision damage waiver, and that the rental waiver may exclude theft or tire damage. [Florida Attorney General: car rentals](https://www.myfloridalegal.com/node/1086)
- State law can cap what you owe. Hertz's U.S. terms say that in California your responsibility cannot exceed the car's fair market value plus actual towing, storage, impound and administrative charges, and in Illinois it is limited to $15,500.00 (other than theft) and $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+)
- For toll and citation charges, Enterprise accepts proof of payment to the agency, matching bank or card statements, an agency receipt, proof of a clerical error or proof of where you were. [Enterprise: payments FAQ](https://www.enterprise.com/en/payments/general-faqs.html)
- A card charge you did not agree to can be disputed as a billing error, and you can ask the issuer for documentation. The issuer must receive written notice within 60 days after the first statement that shows the charge (rule `fcba-billing-error`). [12 CFR 1026.13](https://www.consumerfinance.gov/rules-policy/regulations/1026/13/)

## Traps

- A damage bill can be much more than the repair. Hertz's U.S. terms make you responsible in most states for up to the car's full value less salvage, plus towing, storage, 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+) Avis and Budget say they are self-insured, seek loss of use and pass the cost of processing claims to the responsible party. [Budget: rental car accident](https://www.budget.com/en/help/usa-faqs/rental-car-accident)
- Not being at fault does not end your obligation. SIXT says pursuing the other driver does not absolve you of your contractual obligation to pay SIXT for the damage. [SIXT: vehicle damage](https://www.sixt.com/help-center/articles/vehicle-damage/)
- Fuel: Enterprise charges its local rate, which it says is typically above the pump price, and prepaid fuel is not refundable. [Enterprise: fueling a rental car](https://www.enterprise.com/en/car-rental-faqs/us-general/fueling-rental-car.html) Florida's Attorney General says to keep the gas receipt and note the mileage from the station. [Florida Attorney General: car rentals](https://www.myfloridalegal.com/node/1086)
- Tolls and fees arrive after the rental. Enterprise says notices typically come one to four weeks later and its administrative fee applies even when the authority bills you directly. [Enterprise: payments FAQ](https://www.enterprise.com/en/payments/general-faqs.html) SIXT's California terms charge $15.99 per usage day, up to $99 per rental, plus the toll, when you use an automated toll lane without a toll product. [SIXT California rental terms](https://www.sixt.com/shared/t-c/sixt_US_en_CALIFORNIA.pdf)
- Cleaning and smoking fees: Avis may charge up to $450 for a smoking violation after a manager reviews the return photos. [Avis: smoking policy](https://www.avis.com/en/help/usa-faqs/smoking-policy)
- Turo says disputing a Turo charge with your bank violates its chargeback policy, restricts your account and delays resolution; use its invoice dispute process first. [Turo: paying or disputing reimbursement requests](https://support.turo.com/hc/en-us/articles/360036783613-Paying-or-disputing-reimbursement-requests)

## Scams to watch for

- Avis says you will never be asked to pay for your rental with a gift card; such a request does not come from Avis. [Avis: customer service FAQ](https://www.avis.com/en/customer-service/faqs/usa/customer-service)
- 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 or WhatsApp to ask for payment to bank accounts or prepaid cards not registered to Hertz. [Hertz scam warning (Italy, PDF)](https://www.hertz.com/content/dam/hertz/global/resources/hertz-come-difendersi-dalle-truffe-online-sul-noleggio-auto.pdf)
- Turo says it never asks for verification codes, passwords, bank account or card numbers, and never calls to ask for payment by gift card. Forward suspicious messages to spoof@turo.com. [Turo: preventing and reporting fraud](https://help.turo.com/en_us/preventing-and-reporting-fraud-guests-H1B2NElNq)
- The FTC says not to assume a phone number in search results is real: scroll past paid results and type the company's address into the browser. [FTC consumer alert, April 3, 2025](https://consumer.ftc.gov/consumer-alerts/2025/04/online-search-results-good-bad-scammy)

## By the numbers

- ACSI 2026 car rental satisfaction (0-100): industry 76; Alamo and Avis 79; Hertz 77; Enterprise and National 76; Budget 73; Dollar 71. [ACSI: Car rentals](https://theacsi.com/industries/travel/car-rental/)