Helpful Tips and Frequently Asked Questions
UNDERSTANDING THE BENEFITS OF THE HERTZ® CAR RENTAL PROGRAM FOR USAA MEMBERS
GET ANSWERS TO THE MOST COMMON QUESTIONS PEOPLE ASK
Why should I rent a car through the HERTZ Car Rental Program for USAA Members?
USAA members receive competitive rates, discounts of up to 25% off and other special benefits designed to make your car rental experience quick and convenient.
Special benefits as mentioned above for USAA members through Hertz include:
What is the benefit of the Hertz Gold Plus Rewards® Program?
USAA members should sign up for Hertz Gold Plus Rewards program. The key benefits of the Hertz Gold Plus Rewards members include the following:
What is Hertz Carfirmation®?
Carfirmation is a mobile alert system for Hertz Gold Plus Rewards members. Get Mobile Gold Alerts sent to your phone to let you know which car has been assigned to you and where the vehicle will be parked.
What is Hertz Ultimate Choice®?
With Hertz Ultimate Choice, you choose the vehicle that's right for you, and get on your way even faster. The car you choose is the car you drive. It's that simple.
HOW IT WORKS
It’s that easy.
What is Hertz Gold Choice®?
Gold Choice is a free service available to Hertz Gold Plus Rewards members. With Gold Plus Rewards, typically your vehicle is assigned prior to your arrival. When enrolled in Hertz Gold Choice, if your plans have changed – or for whatever reason you want to try a different vehicle – you can go directly to the Hertz Gold Choice area and select any vehicle from that section and go directly to the exit. Your rental agreement will be processed at the exit booth for a smooth and seamless experience. The key benefit of Hertz Gold Choice is that you are assured of a vehicle being assigned to you through your Hertz Gold Plus Rewards Profile, yet you have the flexibility and freedom to choose a different vehicle (the “Choice”), should you desire to do so.
What do special discounted rates mean?
The USAA/Hertz rental car program gives you access to discounts on standard rates, one-way rates, leisure rentals and promotional rates within the contiguous United States at participating locations. Common in the travel industry, rates vary based on when and where you are looking to reserve your vehicle. Seasonality and other factors, such as supply and demand, affect fleet availability and rates. Based on when and where you a looking to reserve you vehicle, for USAA Members, Hertz applies the most cost effective rate available to your reservation. In addition, Hertz offers USAA members many promotional offers (coupons) which typically can be combined with your already discounted rate so you receive additional savings. To find the current coupons, please visit us at www.usaa.com/hertz
NOTE: Rates quoted are ESTIMATES of your total charges based on the parameters you provide to Hertz during the reservation process. They are not the final charges.
What is the minimum rental age?
Presently, the minimum age for rentals to USAA member in the U.S. is 18 years with the exception of rentals of our Prestige, Adrenaline and Super Car Collections where the rental age is a minimum of 25. In addition, Hertz waives, exclusively for USAA members, the underage driver fee for 18 to 24 year old renters – saving anywhere from $15 to $25 per day on every rental.
How do I get the USAA benefits?
To ensure you receive your Hertz Car Rental program benefits for USAA Members, use your USAA Discount CDP number (77694) every time you make a reservation.
The four most common ways USAA members make their reservations are:
Do the USAA program benefits apply to international rentals?
At many participating International locations, USAA members receive up to a 10% discount in some countries. However, the additional USAA program benefits, such as the limited responsibility for damage to the rental car, apply ONLY to rentals originating in the U.S.
APPLICATION OF DISCOUNT: While booking your reservation online the reservation summary on the right hand side will show whether the discount applies. If you are booking your reservation through the phone the representative will be able to tell you whether the discount is applied or not.
IMPORTANT: For International rentals, it is recommended that you contact your personal auto insurance company regarding your policy or your credit card policy to clarify whether or not you have sufficient insurance coverage. If you do not feel you have sufficient coverage, you can purchase the Hertz Collision Damage Waiver (CDW) at time of rental.
NOTE: Collision Damage Waiver is an optional service which, if accepted, reduces your financial liability for damage to the Hertz vehicle, its parts and accessories, except for theft, attempted theft or vandalism, provided the vehicle is used in accordance with the terms and conditions of the rental agreement.
Can I get the discount without having a reservation?
All USAA members have access to the same USAA discounts by using the USAA discount CDP number regardless of whether or not a prior reservation was made. Although a reservation is not required, we always recommend that you make a reservation in advance. Not only will this help you in planning your journey, but also you have the advantage of automatically receiving the lowest possible rate at the time of pick-up, because typically, though not always, the farther in advance you make a reservation, the lower the rate.
Where can I get a Hertz coupon or special offer?
To take advantage of a Hertz special offer, simply go to www.usaa.com/hertz.
Don’t have internet access? You can call the Hertz Reservation Center Toll-Free number for USAA members at 1-800-654-9141, and ask whether a special offer is available.
NOTE: Hertz provides USAA members with reusable special offers and coupons that are typically, but not always, combinable with the USAA/Hertz regular program discount. To find out whether a coupon or special offer is combinable with your USAA discount please read the coupon or special offer’s Terms and Conditions.
Can I get airline rewards points for my USAA/HERTZ rental? Which airlines participate and how do I get credit for my rental?
Yes, although earning Frequent Flyer credits varies by carrier. Please review your program's policies in our Air Partners section located in the bottom half of the Hertz.com homepage. At the time of rental, simply ask the Hertz representative to add your frequent flyer carrier and number to your rental. Points are earned at participating locations.
GET ANSWERS TO THE MOST COMMON QUESTIONS PEOPLE ASK
One-way rentals are when a customer rents a vehicle in one location and returns it to a different location.
Although there are no “one-way fees”, one-way rentals have different rates from standard rental rates.
Why was I charged more than what I was quoted?
The rate quoted at the time of the reservation is an estimated amount based on the details you provided at the time of the reservation. If the rental terms change from the confirmed reservation (e.g. you return the vehicle earlier or later, or you return the vehicle to a different location), the rate will change.
Here are common examples that can affect your final charges:
When I returned the vehicle why was I charged for extra hours or an extra day?
Upon return, a 29 minute grace period is allowed from the time the vehicle was rented as stated on your rental agreement. If the vehicle is returned after the 29 minute grace period (i.e., at the 30th minute), an additional hour will be charged. If the return time is greater than 60 minutes from the time of rental, then a second additional hour will be charged. Typically, beyond the 120th minute, an additional day will be charged. Please refer to your rental agreement for additional charge rates.
Do all rental rates include unlimited mileage?
The majority of rates include free unlimited mileage within the USAA/Hertz program; however, some rates include a mileage charge, or have a mileage cap plus a mileage charge when that cap is exceeded. Mileage rates can be requested while making a reservation or are part of standard One-way rental rates.
NOTE: If you return your vehicle to a location that is different from the location from which you picked it up, your rate will automatically be changed to a one-way rental rate plus mileage charges.
Why was I charged more for miles driven than what was quoted as my mileage rate when I made my reservation?
In rentals with a mileage rate or a mileage cap, the mileage quoted in the reservation is an estimate of the distance between the rental location and the return location. Hertz is unable to take into account any additional driving done after the vehicle has been rented. The actual mileage charge will be calculated from the vehicles odometer.
What are the benefits of accepting the Hertz optional Loss Damage Waiver?
USAA members are responsible for up to the first $5,000 in damage to the Hertz vehicle. USAA members can purchase the Hertz Loss Damage Waiver, which covers up to the total cost of the Hertz vehicle if it is damaged. Loss Damage Waiver also provides the following benefits when purchased:
Coverage applies to any size vehicle, regardless of who is at fault.
Liability Insurance Supplement (LIS)
Liability Insurance Supplement (LIS) is primary protection, which provides the first USD 1,000,000.00 of combined bodily injury and/or property damage protection for each occurrence.(NOTE - Hawaii has an extended LIS option of USD 2,000,000.00)
In the states of Colorado and New York, LIS also includes Uninsured/Underinsured Motorists Coverage of up to USD 100,000.00 per occurrence for combined bodily injury and/or property damage claims. (Exception: In New York, LIS includes up to USD 100,000.00 per person/USD 300,000.00 per accident Uninsured/Underinsured Motorist Coverage. Recoveries under any per accident limit are subject to the per person limit).
In all other states and the District of Columbia, uninsured and underinsured motorist coverage for bodily injury and property damage, if applicable, of up to USD 1,000,000 per occurrence is available for an added charge but only if LIS is purchased. LIS is available for an additional daily charge.
LIS provides coverage for you and other authorized operators of your rental vehicle for third party claims.
Uninsured Motorist Protection (UMP)
Uninsured Motorist Protection (UMP), which is only available after accepting LIS, and not available in Colorado or New York, provides coverage for bodily injury and property damage caused by an owner or driver of an uninsured or underinsured vehicle of a third party up to USD 1,000,000 per occurrence. UMP is available for an additional daily charge, and only available if LIS is purchased.
Personal Accident Insurance/Personal Effects Coverage (PAI/PEC).
Personal Accident Insurance (PAI), offered in combination with PEC, allows you to electaccidental death and accidental medical expense coverage for yourself and your passengers during the rental period of the vehicle. PAI/PEC is available for an additional daily charge.
Prices for the optional insurance coverage vary by location. Pricing of LDW varies by location and car class. Pricing of LDW for a specific rental will be provided at time of reservation.
DEBIT AND CREDIT CARD USAGE:
+-+ ***At the time of rental, an authorized hold will be secured on your credit/debit card provided to cover the estimated rental charges and any additional charges that may be incurred. These funds will not be available for your use. If you use a debit card you will need to present a valid driver's license and show a second form of identification, like an additional credit card or employee photo ID.
The credit scoring process performed through the services of Equifax are very similar to the type of credit checks that are done when a person applies for credit. This credit check is done at the rental location when you arrive.
Why is the amount being held on my credit or debit card more than the rate I was quoted?
At the time of rental, an authorization is obtained based on the estimated rental charges plus $200 in order to cover incidental or unforeseen charges, such as extra hour charges if the vehicle is returned late, or refueling charges.
NOTE: Credit authorization at time of rental cannot be waived. Additional authorizations (holds) will also be obtained if the vehicle is not returned on the date/time noted on the Rental Agreement, or if the original terms of the rental change and result in additional charges.
Why is there a hold on my credit or debit card after I already returned the vehicle and received my receipt?
When the car is returned, a charge for the actual total amount due is submitted to your credit or debit card company. Depending on your credit card company, there may be a delay between the time the charges are received and when the hold is released. The length of time this takes is not determined by Hertz. Since the card issuer is responsible for releasing authorization holds/funds back to their customers' accounts, you must contact the card issuer directly for assistance.
Does Hertz have any type of pass that will allow you to travel the toll roads?
Hertz offers PlatePass® for toll roads. PlatePass® is an electronic means for paying road tolls and is currently available on multiple toll roads in multiple states across the U.S. and in Puerto Rico and. If you choose to use it, you’ll avoid delays at toll lanes and be on your way faster. If you use PlatePass®, the credit card that you used for your rental will automatically be charged for tolls incurred at the Toll Authority's cash toll rate or highest undiscounted toll rate, and applicable convenience fee, and you’ll be able to bypass long cash lanes. PlatePass®, a division of American Traffic Solutions, administers this service for Hertz.
For more details on pricing and availability, visit the PlatePass Products & Services page.
How do I pay for my own tolls, rather than using PlatePass®?
If you don’t want to use PlatePass, please make sure the transponder remains fully within the shield box and pay all tolls with cash (if cash option is available) or your own toll transponder compatible to the toll road. Please keep in mind, some toll road systems will automatically read the vehicle’s license plate if the vehicle passes through a toll lane without paying the toll and will therefore activate PlatePass®.
Why is there a long wait when I go to pick up my vehicle?
As a service provider, Hertz seeks to provide our customers with the best rental experience in the industry. Sometimes, some customers need more time to complete their transactions than others, which can lead to a line forming. Other factors such as seasonality, incoming flight delays, a large local event, or peak demand periods can result in a large number of customers arriving to the counters at the same time. Our goal is to serve as expeditiously as possible.
NOTE: Hertz Gold Plus Rewards members do not have to wait on line at the Hertz counter, but can simply proceed to the Hertz Gold area, pick-up their assigned vehicle, and proceed to the exit. For more information about the program, please see the next question.
How can I avoid the long wait at the rental counter?
By joining the Hertz Gold Plus Rewards program, you receive expedited service at over 40 of the busiest airports and at over 1,000 locations worldwide. As a Gold Plus Rewards member, your vehicle is assigned to you in advance of your arrival so you avoid waiting in line at many locations worldwide. USAA members are able to sign up for Hertz Gold Plus Rewards for free – an annual savings of $60. When available, USAA members who are Gold Plus Rewards members may also receive a free one car class upgrade with their rental. To sign up for Hertz Gold Plus Rewardsmembershipclick here.
Why is the car I am given not the one I reserved?
In general, we do not guarantee the specific make or model of a vehicle. We attempt to always provide a vehicle from the same car class as reserved. For example if you reserve an intermediate vehicle, we assign a vehicle from the intermediate car class. However, due to demand or available fleet, there are occasions where the vehicle assigned is in a different car class. When this occurs we typically assign a vehicle from a higher car class at the same rate you reserved. If a higher class vehicle is not available due to limited fleet, a lower class may be offered at an adjusted rate to reflect the smaller class.
If there are any questions you may contact your Hertz location for more details or go online to www.usaa.com/hertz Once there, navigate to the “Reservations” screen, select your destination (or enter in the appropriate airport location/code), then click "Rental Qualifications and Requirements."
What is the minimum rental/driving age with HERTZ under the USAA program?
Presently, the minimum rental age for a USAA member in the U.S. is 18 years with the exception of rentals from our Prestige, Adrenaline, and Super Car Collections where the minimum rental age is 25 years.
Does Hertz accept cash or do I need a credit card or a debit card?
Cash Rentals are accepted with a Cash Deposit ID Card. Applications for a Cash Deposit ID Card are available from your local Hertz Office. Applicants must be 18 years or older and the application process takes approximately 30 days. There is a $15USD nonrefundable processing fee. A Hertz Cash deposit ID card may be used at any Hertz location.
Which credit cards does HERTZ accept for payment?
Hertz accepts American Express, MasterCard, Visa, Diners Club, Discover, Hertz Charge Card, JCB, Optima Amex, and debit cards (not pre-pay cards) issued under a VISA or MasterCard logo.
NOTE: Credit cards and Debit/check cards must have available credit or available funds for the estimated amount of rental charges plus up to $200 in order to secure the rental. Stored value/prepaid/gift cards are not acceptable to qualify for rental; however these cards may be used as a form of payment provided the card used has sufficient funds to cover the full amount of the rental upon return.
Do I need a reservation?
Although a reservation is not required, we always recommend that you make a reservation in advance. Not only will this help you in planning your journey, you have the advantage of automatically receiving the lowest possible rate at the time of pick-up.
The most common ways USAA members make their reservations are:
What does a reservation do for me?
Although a reservation is not required, we always recommend that you make a reservation in advance. Not only will this help you plan your journey, you have the advantage of automatically receiving the lowest possible rate at the time of pick-up. A reservation also notifies Hertz of your preferred car class and ensures that Hertz has all the information needed to properly assist you and to get you through the rental process as quickly as possible.
What is the benefit of the Hertz Gold Plus Rewards program?
USAA members can sign up for the Hertz Gold Plus Rewards program for no additional charge. Hertz Gold Plus Rewards members earn points for all qualified rentals, expedited service at over 40 of the busiest airports and at over 1,000 locations. Simply show your driver’s license and pick up your keys. As a Gold Plus Rewards member, your vehicle is pre-assigned to you so you can avoid waiting on line. When available, USAA members who are Gold Plus Rewards members are also eligible for a free one car class upgrade with their rental. To sign up for Hertz Gold Plus Rewards membership click here.
What is a Guaranteed Reservation?
Guaranteed reservations are typically used for reserving special vehicles such as, but not limited to, SUV’s, Minivans, and Passenger vans. A guaranteed reservation requires a credit card to be attached the reservation. If a guaranteed reservation is canceled within 24 hours of the reserved pick-up time, or if the reservation is not used, a $100 fee will be charged to the card attached to the reservation.
Can I rent a vehicle and use another person’s credit or debit card?
No, credit cards and debit cards must be in the renter's name. The renter's name must be embossed on the front of the card. In addition, the renter must present their valid driver’s license and will become the primary renter.
What documents do I need to present in order to rent a vehicle?
USAA members need to provide their valid driver’s license and credit card/debit card with their name embossed on it, at the time of rental.
NOTE: Gold Plus Rewards members need only provide their driver’s license if at the Gold desk, or just walk out to the Gold canopy and pick up their pre-assigned car and contract. To sign up for Gold Plus Rewards click here.
Can I be the renter and use another person’s credit or debit card?
You may not be the renter and use a different individual’s credit or debit card. Credit cards and debit cards must be in the renter's name. The renter's name must be embossed on the front of the card.
Do I need a credit card or a debit card?
No, cash for rentals are accepted with a Cash Deposit ID Card. Applications for a Cash Deposit ID Card are available from your local Hertz Office. Applicants must be 18 years or older and the application process takes approximately 30 days. There is a $15USD nonrefundable processing fee. A Hertz Cash deposit ID card may be used at any Hertz location.
What is a pre-paid rental and how does it work?
A prepaid rental is one in which you pay for your rental in advance of picking up your vehicle.
Prepaid rates are typically cheaper than pay later rates. The prepaid amount for the rental is charged at the time of the reservation based on the pick-up and return date that you specify when making your reservation. The prepaid amount does not include any optional services taken, any fuel charges that might be incurred during the rental/return process, or any charges related to keeping the vehicle longer than initially specified when you made your reservation. Prepaid rates cannot be combined with any promotional offer. Prepaid rates are subject to availability. Prepaid rates cannot be used on a one-way rental.
NOTE: If at the time of rental your reserved car class is unavailable, a vehicle in the next class higher will be provided at the same rate reserved. The USAA discount applies in addition to most prepaid rates.
Can I make changes or cancel my Prepaid reservation?
Changes can be made to the reservation at www.usaa.com/hertz prior to reservation time* and date.
NOTE: Changing your reservation may result in a change to your rate and approximate total. If a rental is not cancelled and the customer does not use the reservation, the entire prepaid amount is non-refundable.
*Any cancellations made with more than 24 hours before the reservation time are subject to a $50 fee. Any cancellations made within 24 hours of the reservation time are subject to a $60 fee.
Will I be charged an extra mileage fee?
As part of the USAA/Hertz program, the majority of rates include free unlimited mileage; however, some rates include a mileage charge or have a mileage cap and a mileage charge when that cap is exceeded. If booking with the USAA/Hertz Reservation Center (1-800-654-9141) you may ask to have a limited mileage rate which could result in lower overall rental charges.
For more details contact the USAA/Hertz Reservation Center at (1-800-654-9141).
Do I need to stand in line to pick up my vehicle?
Normally yes. Members who wish to rent need to wait on line in order to process the rental agreement and collect the keys for the rental vehicle.
However, Hertz Gold Plus Rewards members receive expedited service at over 40 of the busiest airports and at over 1,000 locations and earn points for all qualified rentals. USAA members are able to sign up for Hertz Gold Plus Rewards for FREE – an annual savings of $60. After signing up for Hertz Gold Plus Rewards, for your first rental, simply go to the counter, show your driver’s license and pick up your keys. No need to go to the counter for subsequent rentals when you are a Hertz Gold Plus Rewards member. Simply go straight to your car. The keys will be in the car. Show your driver’s license at the gate and you’re on your way.
To sign up today go to www.usaa.com/hertz.
Why is the Service Representative asking me so many questions at the counter?
To ensure that we provide the best customer service to USAA members and to ensure that you the USAA customer receives the product and/or services that would best help make your rental experience as pleasant as possible.
Why is the Service Representative recommending a different car from the one I reserved?
Ultimately, the choice is yours based on availability; however, our service representatives have been trained and have experienced to make recommendations to certain customers. Their suggestions are their way of ensuring that your Hertz rental car experience is the best, and that you, the customer, receive the car that is best suited for you.
Should I accept or decline the optional coverage products such as the Loss Damage Waiver (LDW), etc.?
Hertz offers a number of coverage options designed to protect the car, protect others, or to protect your personal effects. The Hertz coverage options provide primary coverage and must be elected at time of rental. However, it is up to each customer to determine whether or not to accept the Hertz optional coverages. For information on what your personal insurance covers, you should check with your insurance agent. To check on the benefits from your credit card, you should check with the credit card's customer service department. For information on optional coverages provided by Hertz please see the “Loss Damage Waiver & Insurance” section.
What are the refueling options?
Hertz offers several refueling options. You can stop and replace the fuel used immediately prior to returning the vehicle. You can let us refuel the vehicle for you and only pay for the fuel required to replace the fuel you used, and for the service and convenience of refueling the tank. You may also purchase the fuel already in the vehicle with our Fuel Purchase Option (FPO) at the time of rental (see Fuel Purchase Option (FPO) below for details).
How does the Fuel Purchase Option (FPO) work and why should I accept it?
The Fuel Purchase Option (FPO) is an option that allows you to purchase the gas currently in the vehicle at the time of rental. The fuel is priced at a competitive rate compared to several local gas stations. The Fuel Purchase Option (FPO) is designed to provide you with the convenience of being able to return the vehicle with as little gas as you prefer saving you both time and money.
Can I remove the Fuel Purchase Option (FPO) during the rental?
Once the Fuel Purchase Option (FPO) is added it cannot be removed unless you return the vehicle with a full tank of gas only to an airport location.
Please be aware that we cannot issue a refund for unused fuel. The Fuel Purchase Option (FPO) does add the convenience of not having to refuel the vehicle prior to returning.
Can I add the Fuel Purchase Option (FPO) at time of return?
No. The Fuel Purchase Option is only available at the time you take possession of the vehicle. At the time of return, you can let Hertz refuel the vehicle for you and only pay for the fuel required to replace the fuel you used, plus a service and convenience charge for refueling the tank.
Why was I charged for fuel upon return?
If you do not accept the fuel purchase option and do not replace the fuel used during the rental you will be charged for the fuel required to replace what you used along with service and convenience fees.
Why was the fuel level not full at time of rental?
Many Hertz locations that have an onsite refueling station typically rent vehicles with a full tank of gas. In cases where the Hertz location does not have a refueling station, Hertz will rent the vehicle with less than a full tank of gas. You will be responsible to return the car with the same fuel in level in which you picked it up unless you have chosen the Fuel Purchase Option (FPO). For details see Fuel Purchase Option (FPO) below.
What do I do if the vehicle is not clean or it has noticeable damage?
If the vehicle is not clean or has noticeable damage at the time of rental, inform the agent at the location and have him/her take note of the condition of the vehicle before leaving the location.
What do I do if the vehicle is not clean or it has noticeable damage when I return it?
All rental vehicles should be returned in the same condition they were rented in. If a vehicle is returned in dirty condition, there may be a cleaning fee charged to the rental. If damage has been noticed after leaving the Hertz location contact the location immediately for further steps. It may be required for you to go to a Hertz location with the vehicle to fill out a Vehicle Inspection form.
What do I do if I get a flat tire?
In case of a flat tire, call the Hertz Emergency Roadside Service at 1-800-654-5060. They will give you step by step instruction on how to proceed and provide assistance to you if needed. If Loss Damage Waiver (LDW) has not been added onto your rental you may be responsible for the cost of the tire and any damage to the Hertz vehicle up to $5,000.
What do I do if I get in an accident?
In case of an accident call the Hertz Emergency Roadside Service at 1-800-654-5060.
In addition, at a convenient time, contact your insurance company to notify them of the accident.
What happens if the vehicle is damaged during my rental? (e.g. rocks crack the windshield)
In case of damage to the vehicle call the Hertz Emergency Roadside Service at 1-800-654-5060.
If the Loss Damage Waver (LDW) has not been added to your rental then you may be responsible for the damage to the Hertz vehicle up to $5,000.
What if I return my vehicle late?
Late returns can affect the type of rate assigned to the rental. In the United States, please call 1-800-654-9141 to extend your rental. For extensions beyond a 12-hour grace period, you may be subject to a Return Change Fee of $10.
In most cases, returns of less than 29 minutes late will not be charged extra hours. Returns 30 minutes late or later will be charged extra. A late return of 1 hour 30 minutes or more will usually result in charge of another day.
If you do not call to extend your rental, you will be charged a Late Return Fee of $12 per day, up to a maximum of $60. We encourage customers to contact the Rental Extensions department to avoid being assessed a Late Return Fee.
If the return location is closed when the vehicle is returned, in most cases the rental charges will apply until the location reopens.
Can I extend my rental?
To extend your rental you may either call the Hertz location you rented from or you may call our Rental Extensions department at 1-800-654-4174, which is open 24 hours per day, 7 days per week.
NOTE: New rates and charges could be applied. Ask your representative for information.
What if I return my vehicle early?
Returning the vehicle early may change your rental rate (daily, weekly or monthly), for more information you may call the Hertz for USAA reservation line (1-800-654-9141) or contact your local Hertz rental location to see what your rate will be at the new return time.
When is the vehicle due back?
The vehicle is due back at the same time as the original pick up time (on the scheduled return date).
NOTE: For additional information about late fees and extra charges, please see "What if I return my vehicle late?".
What happens if the location is closed when I get there to return the vehicle?
If the return location is closed when you return the vehicle, you may deposit the keys in the location’s secure key drop box. If the location does not have a secure key drop box, you will have to return the car the next available day the location is open.
To find out if the return location has a secure drop box, call the location during regular business hours.
NOTE: If you return your vehicle to a location after it has closed, you will continue to be charged for your rental. Your rental charges will end as of the date and time you return the vehicle to the location during its operating hours.
The gas gauge shows “Full”, then why was I charged for fuel?
If you returned the vehicle full and there was a fuel charge on your receipt, and you did not take the Fuel Purchase Option (FPO) contact Customer Service/Billing at 1-800-654-4173.
NOTE: If you take the Fuel Purchase Option (FPO) at the time of rental you do not need to refill the vehicle. When taking the Fuel Purchase Option (FPO) any unused fuel is not refundable. For more information about the Fuel Purchase Option (FPO) please see "Fuel" section.
Why is the final charge on my receipt higher than the estimate I received at time of rental?
There are several reasons why the final receipt could be higher than the estimate at the time of rental. Some examples include the following:
For details on these charges you may either call the location you returned to or call our Customer Service/Billing department at 1-800-654-4173.
Can I change the final method of payment to a different credit or debit card at time of return?
You may change the final method of payment by simply informing the agent at the time of return and presenting the new credit or debit card or by paying the full amount in cash.
What happens if the agent finds damage to the vehicle when I return?
If the agent finds damage to the vehicle upon return, he/she will ask you to fill out an incident report which will be submitted to the Hertz Claims department for review. Once the form has been completed and submitted, the Hertz Claims department will contact you within 30 days to advise you on the next steps of the process. If LDW is taken during rental there is no need to inform your insurance company; however, if LDW is not taken then you may be responsible for the damage and should contact your insurance company as soon as possible.
Use of the term “member” or “membership” refers to membership in USAA Membership Services and does not convey any legal or ownership rights in USAA. Restrictions apply and are subject to change. USAA means United Services Automobile Association and its affiliates.
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