How to contact Hertz by phone, email, and online chat
Hertz operates a central reservations line at 1-800-654-3131, available from 7 a.m. to 11 p.m. Eastern time, seven days a week. This number handles new bookings, changes to existing reservations, and general questions about rates and vehicle availability. If you are calling about a current rental or a problem at a location, you can also ask to be transferred to the specific rental branch where your vehicle is checked out.
For roadside emergencies — a breakdown, lockout, or accident — call the number on your rental agreement or contract. Hertz provides roadside information through a third-party provider, and the emergency line is staffed 24 hours. Do not call the main reservations line for these situations; the emergency number gets you faster help.
Hertz also offers online chat through its website at hertz.com. The chat function is available during business hours and can handle booking changes, damage disputes, and billing questions. Email is slower; responses typically take 24 to 48 hours. If you need an answer the same day, phone or chat is more reliable.
Key Takeaways
- Call 1-800-654-3131 for reservations, changes, and general questions; this line operates 7 a.m. to 11 p.m. Eastern time daily.
- Use the emergency number on your rental agreement for roadside help, accidents, or breakdowns; this line is staffed around the clock.
- Online chat at hertz.com handles booking changes and billing questions during business hours and is faster than email.
- Damage claims and billing disputes require written documentation; start with a phone call to get a claim number, then follow up in writing.
- If you rented from a specific location, asking to be transferred to that branch often resolves local issues faster than the central line.
Reporting damage or extra charges on your bill
If Hertz charged you for damage you did not cause or added fees you do not recognize, call the main line and ask to speak with a customer service representative about your specific rental. Have your rental agreement number ready. The representative will pull up your file and can explain each charge. If you disagree, ask for a claim number — this creates a record of your dispute and moves it to the resolution team.
After the call, send a written statement to Hertz explaining what you dispute and why. Include photos if you took them at pickup or return, your rental agreement number, and the claim number you received. Mail this to the address on your rental agreement or ask during your call where to send dispute documentation. Hertz typically responds to written claims within 7 to 14 days, though complex disputes can take longer.
Keep copies of everything you send. If Hertz does not respond or denies your claim, you can file a chargeback with your credit card company if you paid by card. The card issuer will investigate and may reverse the charge. This process takes 30 to 60 days but is often faster than continuing to argue with Hertz directly.
Getting help with a reservation or booking change
To modify a reservation — changing the pickup date, returning the vehicle early, upgrading the car class, or adding an extra driver — call 1-800-654-3131 or use the "Manage My Reservation" tool on hertz.com. You will need your confirmation number, which appears on your booking email. Online changes process when ready; phone changes take a few minutes while the agent updates your file.
If you need to cancel, the same channels explore. Cancellation policies vary by rate type and how far in advance you booked. Some rates are fully refundable up to 24 hours before pickup; others charge a cancellation fee. The agent or the website will show you the cancellation terms for your specific booking before you confirm the cancellation.
If you are having trouble finding your confirmation number, provide your last name and the phone number used to make the booking. The agent can locate your reservation in the system. If you booked through a third-party site like Kayak or Expedia, contact that site first — they sometimes handle changes faster than Hertz does, and they have your original payment information.
Contacting Hertz about an accident or damage claim
If you were in an accident or damaged the vehicle during your rental, report it to the rental location before you return the car. The agent will document the damage, take photos, and note it on your contract. This creates an when ready record and prevents Hertz from claiming you caused damage you did not. If you cannot report it at the location, call the main line as soon as possible and explain what happened.
Hertz will send you a damage claim letter within 7 to 10 days if they intend to charge you. This letter includes photos, a repair estimate, and the amount they are charging. If you disagree with the claim, you have the right to dispute it. Request a copy of the repair invoice once the vehicle is fixed; some damage claims are based on estimates, not actual repair costs, and the real bill may be lower.
Your personal auto insurance or rental car coverage may cover the damage. Contact your insurance company and provide them with the Hertz claim letter and your rental agreement. Your insurer can negotiate directly with Hertz or reimburse you, depending on your policy. Do not ignore a damage claim; if you do not respond, Hertz will charge your credit card on file.
Reaching a specific Hertz rental location
If you need to speak with the branch where you rented or will rent, call the main line and ask to be transferred to that location. Provide the city and airport code if it is an airport location. Local branches handle questions about vehicle condition at pickup, late fees, or issues that happened during your rental at that specific site.
You can also search for the location's direct number on hertz.com. Go to "Find a Location," enter the city or airport, and the listing will include the branch phone number. Calling the location directly is often faster than the central line if your issue is specific to that rental.
Local branches have limited hours — typically 6 a.m. to midnight or 7 a.m. to 11 p.m., depending on the location. If you call outside those hours, you will reach an automated system that may offer to transfer you to the central line or take a message. For urgent issues at night, use the emergency number on your rental agreement.
Understanding Hertz's response times and escalation options
Phone calls to the main line are answered within 5 to 10 minutes during peak hours (morning and late afternoon). Wait times are shorter in early morning or late evening. If you are on hold longer than 15 minutes, you can ask the automated system to call you back instead of waiting.
For billing disputes and damage claims, Hertz has a formal resolution process. After you file a claim by phone, it moves to a dedicated team that reviews the documentation. This team typically responds within 7 to 14 days. If you do not hear back within that window, call the main line again and reference your claim number — this usually prompts a faster response.
If Hertz denies your claim and you believe the decision is wrong, you can escalate to a supervisor. Ask the agent handling your case to transfer you to a manager or to note in your file that you are requesting supervisory review. Escalations do not always reverse a decision, but they may support a second set of eyes reviews your case.
Frequently Asked Questions
What should I do if I cannot reach Hertz by phone?
Try calling during off-peak hours — early morning (7 a.m. to 9 a.m. Eastern) or late evening (after 8 p.m.). Use the callback option instead of waiting on hold. If the issue is not urgent, email through hertz.com or use online chat during business hours; both will eventually connect you with an agent.
Can I dispute a charge after Hertz has already charged my credit card?
Yes. Call the main line with your rental agreement number and explain the charge. If Hertz agrees the charge was wrong, they will issue a refund to your original payment method within 5 to 7 business days. If they refuse, you can file a chargeback with your credit card company, which investigates independently.
What if I rented from Hertz through a third-party booking site?
Contact the third-party site first — they often handle changes and cancellations faster. For damage claims or billing disputes specific to Hertz, you can still call Hertz directly with your rental agreement number. Hertz will handle the claim even if you booked elsewhere.
Is there a way to avoid long hold times when calling Hertz?
Use the callback feature on the automated system instead of waiting on hold. Call during off-peak hours. For non-urgent matters, online chat or email will eventually reach an agent without the wait, though it takes longer overall.
What happens if I do not respond to a damage claim letter?
Hertz will charge the amount listed in the claim to your credit card on file, usually 10 to 14 days after sending the letter. Always respond to a claim letter, even if only to dispute it. Once charged, getting a refund requires going through the dispute process, which takes longer than responding upfront.