Hertz Customer Care Email: How to Reach the Right Team and Get a Fast, Documented Response

Many renters look for a single “Hertz customer care email” address, but Hertz primarily routes support through region-specific contact forms and dedicated phone lines. That’s intentional: it ensures your request is tagged to the correct rental location, billing system, and case category, which speeds up resolution and gives you a formal case number. When an email conversation is appropriate, Hertz typically initiates it after you submit a case, and replies come from an @hertz.com address tied to their customer relations system.

If you specifically need to email, the most reliable path is to start with Hertz’s Customer Relations form for your region and select the exact topic (billing, roadside follow-up, loyalty, damage, etc.). In the U.S., you’ll find this via the Contact Us section of hertz.com. After submission, you’ll receive an automated confirmation with a case or reference number; replies will then continue over email. In some markets, a general Customer Relations email is listed on rental receipts; if your receipt shows a specific address for your case type, use that first because it shortcuts internal routing.

What “Hertz customer care email” means in practice

Hertz operates across thousands of corporate and franchise locations worldwide. Policies, legal entities, and suppliers (for tolls, damage administration, and credit card processing) vary by country. That’s why Hertz avoids publishing a single global inbox. Instead, the web form captures the metadata your email would otherwise lack—your rental agreement number, pick-up location code, dates, and the sub-category (for example, fuel, tolls, or extension charges)—so your message lands in the right queue the first time.

For customers who prefer email for documentation and time zones, the form-driven flow actually helps: it creates a case history and timestamps, then transitions to email for attachments and threaded conversation. Typical acknowledgment is instantaneous, and first replies for general inquiries often arrive within 24–72 business hours. Complex items (third-party toll invoices, damage reviews, and inter-bank refunds) can take 7–10 business days, sometimes longer if a rental was outside your home country.

The fastest ways to reach Hertz (including email)

Use email for non-urgent issues where a paper trail matters—billing questions, loyalty point adjustments, or post-rental disputes. For anything affecting an in-progress rental (breakdown, key issues, locked vehicle, or extension that could trigger late fees), call first and then follow up by email with your case number and attachments. Phone agents can place immediate notes on your rental agreement that back-office teams will see when they process your email.

If you don’t yet have a case thread started, begin at Hertz’s Contact Us page to generate one. Keep the case number visible in your email subject line so subsequent replies stay linked. Below are high-signal routes used by U.S.-based customers; for other countries, use your local Hertz site and pick your market during the contact flow so you reach the right team.

• Customer Relations (U.S.) web form: https://www.hertz.com/contactus — select topic, enter rental agreement (RA) or reservation number, attach documents, and submit to generate a case number.
• Reservations and general customer service (U.S. and Canada): 1-800-654-3131 — fastest for active rental changes or urgent billing holds.
• Emergency roadside assistance (U.S. and Canada): 1-800-654-5060 — available 24/7; ask the agent to note your RA for continuity with any follow-up email.
• Official website: https://www.hertz.com — switch region at the top-right to access country-specific contact pages and forms.
• Corporate postal address (for formal correspondence, not urgent support): The Hertz Corporation, 8501 Williams Rd, Estero, FL 33928, USA.

How to write an email that gets resolved on the first pass

Customer care teams resolve cases faster when your message contains identifiers they can validate without asking follow-up questions. Put the rental agreement (RA) number and case number in the subject line, followed by a concise tag like “Fuel charge dispute,” “Toll charge verification,” or “Missing points.” In the first sentence, state the outcome you’re seeking (e.g., “Requesting a refund of $42.68 fuel service fee,” or “Requesting credit of 1,200 Gold Plus Rewards points for RA 123456789”).

Attach clear evidence in standard formats (PDF, JPG, PNG) and label files descriptively: “Receipt_RA123456789.pdf,” “Fuel_receipt_2025-07-14.jpg,” or “Bank_posting_2025-08-02.png.” If you’re submitting multiple screenshots, embed a short timeline in the body. This prevents your case from bouncing between queues and keeps it eligible for “one-touch” resolution, which many teams target internally.

• Identifiers: RA number, reservation confirmation, pick-up/return station codes, dates/times, and the name on the contract exactly as printed.
• Proof for billing issues: final e-Receipt, counter receipt, bank/credit card posting (last 4 digits only), and any approval emails about extensions or rate changes.
• Fuel disputes: photo of the fuel receipt showing date/time within 10–30 minutes of return, station address, and gallons; odometer/fuel-gauge photo if available.
• Tolls: plate number and rental dates; statement or invoice number; note if a personal transponder was used and its ID.
• Damage: time-stamped photos at pick-up and return; incident report, police report number (if applicable), and any third-party appraisal correspondence.
• Loyalty: Gold Plus Rewards number, missing points amount, partner program details (airline code and membership), and eligible rate code used (CDP/PC if applicable).
• Contact details: preferred email, a callback number with time zone, and permission to leave a voicemail if necessary.

Timelines, case numbers, and escalation

Once you submit via the Contact Us form, you should receive an on-screen confirmation and an email acknowledgment with a case/reference number. Keep that number in the subject line of all replies. For straightforward corrections (tax miscalculation, duplicate charge, or missed receipt delivery), responses often arrive within 1–3 business days. Refunds to your bank can take an additional 3–10 business days depending on your card issuer’s posting times.

If you haven’t received a first response within 5 business days, reply to the same thread with a short status request and “Second request” in the subject. If 10 business days pass with no movement—and you’ve provided all evidence—call 1-800-654-3131 with your case number and ask the agent to request an internal follow-up from Customer Relations. For cross-border rentals (e.g., picked up in the EU with a U.S. card), allow extra time as multiple regional systems may need to sync.

Common email scenarios and exactly what to send

Billing correction after return: In the subject line, include “Case ###### — RA ######### — Billing correction $XX.XX.” In the body, list the line item(s) in dispute by name and amount exactly as they appear on your e-Receipt (for example, “Fuel Service: $42.68” or “Late Return: $15.00”). Attach your counter receipt and any written approval you received for extensions or rate changes; if the issue relates to taxes or surcharges, include the rental location city and state for proper tax mapping.

Tolls or violations: Many tolls are posted days after return by third-party processors. Provide the plate number (on your rental agreement), dates/times, and any transponder details if you used your own device. Attach the toll statement if you received one, and a map snapshot or timestamped photo showing that a route without tolls was taken (if that’s your claim). Note that charge reversals can take 7–10 business days once approved due to reconciliation with the toll authority.

Missing Gold Plus Rewards points: Include your Gold Plus Rewards member number, the RA number, the base rate paid (excluding taxes/fees), and the fare class or discount program (CDP/PC) you used. If you’re crediting to an airline partner instead of Hertz points, include the airline loyalty number and name as shown on that account. Most missing point claims resolve within 3–7 business days, but partner postings can take up to two weeks.

Practical tips to avoid back-and-forth

Send from the same email address used on your reservation; many systems match automatically on that field. If you must use a different address, state both in your email and authorize Hertz to discuss details on the new address. Keep attachments under 10 MB per email; if you have more, compress them or send multiple replies to the same thread so the system associates all files with your case.

Finally, if your rental took place outside your home country, submit the case through the site for that country (for example, hertz.co.uk for the UK, hertz.fr for France) to ensure the email thread is owned by the correct regional team from the start. If a local receipt lists a specific Customer Relations email, that address should be your first choice—include a scan of the receipt in your initial message to give the agent the exact context they need.

What is the Hertz email format?

The most common Hertz email format is [first_initial][last] (ex. [email protected]), which is being used by 58.6% of Hertz work email addresses.

Where do I mail Hertz claims management?

You may download the PEC Claim Form here or obtain a copy from any Hertz rental counter and submit it with a copy of the Rental Agreement to: Hertz Claim Management Corporation P.O. Box 716 Park Ridge, NJ 07656.

How do I contact Hertz email?

Customer Complaint:
Hertz requests and BBB recommends that if you have any complaints or concerns, please contact Hertz’s Executive Customer Service Team at [email protected] or (239) 301-7000 prior to contacting BBB.

How to escalate a Hertz complaint?

Report an issue with your rental car experience by calling Hertz Customer Service at 800-654-4173 (7am-7pm CST M-F) or using its online form for emails.