FAQs
You've got Qs, we've got As. If you want to know more, or need a little explanation, this is where you'll find the answers.
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TOP FAQS
What is Hertz On Demand 24/7™?Hertz On Demand 24/7 is the convenience of renting a car by the hour or day. 24 hours a day, 7 days a week – with fuel and insurance included! Create a profile online or download our iPhone app and receive a vehicle access device by mail or pick one up at your local Hertz location. Enjoy 24/7 access to a wide range of vehicles by making a reservation online or on your mobile device. Then simply walk to the car, get in and go!
- How can I contact Hertz On Demand 24/7?
The easiest way to contact us is via email at membercare@hertz.com. Or you can reach us by phone at (877) 654-4400 or fax at (866) 777-9018. You can also write to us at Hertz On Demand 24/7 Customer Care Center, P.O. Box 26120, Oklahoma City, OK 73126.
- Where can I use the hourly car rental service?
Currently, cars are available in more than twelve major cities across the United States, including over 100 locations in the greater New York City area, as well as a number of locations in Boston, MA, Washington, D.C, Miami Beach, FL and more! Hertz On Demand 24/7 is also available on more than 60 university campuses across North America, in addition to locations in Paris, London, Madrid, Berlin, Melbourne and Sydney with more coming soon!
- What makes Hertz On Demand 24/7 different from competition?
Hertz On Demand 24/7 provides a car rental experience and options that the competition cannot match. Here are just a few exclusive benefits of renting with Hertz On Demand 24/7:
- No annual fees.
- Availability of One Way & Round Trip Service (even to the airport!) at participating locations.
- Earn Hertz Gold Plus Rewards® Points to be redeemed for Hertz Rent-A-Car rentals.
- Vehicles equipped with a Hertz Neverlost GPS, free of charge (available in most vehicles).
- In-car access to a 24/7 Customer Care Center at just the push of a button.
- Bluetooth® connectivity
- What types of cars are available?
Hertz On Demand 24/7 offers a wide range of vehicle options to choose from including compact through full size cars, small to large SUVs, in addition to a number of luxury vehicle options. Hertz On Demand 24/7 also offers you fuel efficient, low-emission car choices with a vast range of clean diesel, hybrid, hybrid SUVs, EPA SmartWay certified and electric vehicles that meet any transport need. Click here to see the Hertz On Demand fleet now and pick the one that best suits your needs!
- How long after I enroll will I receive my access card or key fob?
Your Hertz On Demand 24/7 access card or key fob will arrive within 5-7 days after creating a profile online or by using our iPhone app. Once a profile has been completed,you will receive a confirmation email notifying you that your vehicle access device is on its way and can expect its arrival by mail within 5-7 days. You may also visit a participating Hertz 24/7 location to pick up an access card or key fob in-store.
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RESERVATIONS
- How can I reserve a car?
You can reserve a car online, on your mobile device, or by using our iPhone app at no charge. Reservations may also be completed over the phone through our Customer Care Center, however, a fee of $3.50 will be charged at the time of booking.
- When can I use Hertz On Demand 24/7?
Hertz On Demand 24/7 vehicles are conveniently available to you 24 hours a day, 7 days a week. Hertz On Demand 24/7 is there for you at any time.
- Is there a limit to the number of reservations I can make?
We need to make sure Hertz On Demand 24/7 cars are available for as many of our customers as possible. Therefore, we limit advanced bookings to a maximum of four reservations per customer at any one time.
- Where can I find the Hertz On Demand 24/7 car for my rental?
Check our locations map online to find the exact spot where your car will be parked. If using the iPhone app, select "Find My Car" in the Reservations menu to see the exact location of the vehicle you reserved. We will also confirm the location of the vehicle in an email and text message within 15 minutes of your reservation.
- How far in advance can I book a Hertz On Demand 24/7 car?
You can reserve a Hertz On Demand 24/7 rental car up to six months in advance.
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DRIVING
- How do I get into the car?
Your Hertz On Demand 24/7 vehicle access device acts as your personal key to the car, with around the clock access. Just swipe it across the reader on the windshield to unlock and lock the doors.
- How do I turn the car on?
The ignition key is securely tethered inside the vehicle.
- How do I refuel the car?
Fuel is included in your rate. If you need to refuel, you have two options:
1. Fuel Card
If there is a fuel card in the vehicle (usually found above the sun visor), you are to use that fuel card to pay to refuel it. When using the fuel card, you will be asked for your PIN, which is the last 6 digits of your Customer ID number, and the car's mileage. If you do not know your Customer ID number, scroll to "Fuel" on the screen pad menu and select "Pin Code" for the number.
2. Pay Directly
If the vehicle does not contain a fuel card or you wish to use your own method of payment, Hertz will reimburse you for the cost of fuel needed to refuel the vehicle by issuing a credit to your payment card. To be reimbursed, email the Customer Care Center at membercare@hertz.com, attach a copy of your receipt to your email and note the mileage at the time of refueling in your email. A credit will be applied to the payment card in your profile within 48 hours of Hertz's receipt of your email. If the payment card used to refuel is not in your profile, please add it to your profile prior to emailing the Customer Care Center to request reimbursement.
- Can I reserve a vehicle in other countries and cities?
Yes. You can reserve cars online or on our iPhone app in any country or city where we operate.
- What happens if the Hertz On Demand 24/7 car breaks down?
If the car breaks down or you need assistance, you can alert the Customer Care Center by pressing the middle button (near the driver's door) on the screen pad on the dashboard. Shortly after sending the alert, you will receive a call back on the in-car, hands-free communication system. If you would like to contact us by phone, simply dial 1-877-654-4400 and we will sort everything out.
- What is Hertz NeverLost®?
NeverLost is Hertz's customized in-car GPS (navigation system) that gives you turn-by-turn audio and visual driving directions to virtually any destination in North America. You can use the touch-screen display to view the map of your route. Hertz NeverLost® units are available in most Hertz On Demand 24/7 vehicles.
NeverLost will also help you plan your trip in advance with its Online Trip Planning available at www.neverlost.com.
It is available in 10 languages: Dutch, English, French, German, Italian, Japanese, Spanish, Brazilian Portuguese, Chinese, and Korean.
- Can I allow someone who is not enrolled in Hertz On Demand 24/7 to drive the vehicle?
No. Any person behind the wheel of a Hertz On Demand 24/7 vehicle MUST have a Hertz On Demand 24/7 profile. If someone who is not enrolled is caught driving the vehicle you reserved, your own vehicle access will be cancelled immediately.
- What if the fuel card does not work or is missing from the vehicle?
The fuel card should always remain inside the vehicle. However, if the fuel card is not available, please fill up the tank as needed using your own method of payment and send a copy of your receipt to membercare@hertz.com or by fax at 866-777-9018. We will gladly reimburse you for the cost to fill the tank.
- What if I have a question while on rent about how to use the service?
It’s all in the glove box. Wherever the road may take you, our Driver's Guide is there to help. Have a question about using the fuel card? Or how to extend a rental? It's all in the Driver's Guide. Just check the glove box for answers to our most frequently asked questions or contact Customer Care by using the screen pad on the dashboard to request a call back on the hands free, in-car communication system.
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RATES & BILLING
- How much does Hertz On Demand 24/7 cost?
Our hourly and daily rates include fuel, insurance, 180 miles per 24 hour period, and 24/7 roadside assistance. Although there is a PlatePlass® transponder unit available in each vehicle, toll charges are not included in your rate, and will be billed to you separately. See Tolls & PlatePass®.
- How will I be charged?
To reserve a car, a valid credit or debit card number must be provided at time of reservation. An authorization is required based on the estimated rental charges. In order to cover incidental charges, such as extra hour charges if the reservation is extended, we require credit approval for up to $140.00 over the total estimated rental charges. When you return your car after a rental, we will charge the credit or debit card you provided for the costs incurred for the rental. An invoice will be emailed to you at the close of each reservation and available for your review online by visiting 'My Account' and clicking on the 'Reservation History' tab and then 'Past Reservations/Receipts'. Any additional charges incurred such as tolls, damages, fines, etc. will be billed to you on a second invoice, separate from your rental charges.
- Is payment secured?
Of course it is. We're part of the Hertz family, so all the security you'd expect when renting with Hertz you can also expect from us. Hertz On Demand 24/7 also follows all appropriate data protection legislation with regards to personal and financial data.
- What methods of payment does Hertz On Demand 24/7 accept?
We accept all major credit cards, including American Express, MasterCard, Visa, Diners Club, Discover, Hertz Charge Card, JCB, Optima Amex and debit cards or check cards issued under a Visa or MasterCard logo that take funds directly from your bank account. The name on the credit card must match the name on the customer profile. Naturally, you will need to have available funds in your account for the estimated charges, plus up to $140 for any incidentals. Hertz On Demand 24/7 will not be liable for any overdraft charges, so it is up to you to ensure that you have sufficient funds in your account. Please note that we do not accept prepaid or store cards that have a Visa or MasterCard logo.
- What other charges might I receive?
Stick to the agreement and you will be amazed at how much you will save against the costs of car ownership. For a listing of the additional charges, see our additional fees below.
Also, please do not smoke in the car, remember to leave the pets at home, and do not remove any of the car items in the car. If you have an accident or the car is damaged, just speak to the Customer Care Center to help sort it out.
- $0.45 cents per mile (after the first 180 miles) per 24 hour period that you keep the vehicle
- Up to a $40 fee will be charged for tickets and violations that have not been resolved on time, plus the cost of the ticket and/or violation
- $25 for returning a vehicle with less than ¼ tank of fuel at the end of the reservation
- $50 if a customer takes or loses a fuel card
- $200 for losing or taking an ignition key
- $45 cleaning fee if vehicle is not left clean and free of trash at end of rental
- $3.50 booking fee for reservations completed over the phone
- If PlatePass is used, you will be charged a service fee of $4.95 for each day of your rental, including prior or subsequent days on which the PlatePass service is not used (capped at $24.75 per rental month) plus incurred tolls at the applicable Tolling Authority's highest undiscounted rate
- Why does Hertz On Demand 24/7 put a hold on my credit/debit card that is more than the estimated rental costs?
An authorization is required based on the estimated rental charges. In order to cover incidental charges, such as extra hour charges if the reservation is extended, we require credit approval for up to $140.00 over the total estimated rental charges. Approval for this additional amount cannot be waived. If authorization for the estimated amount cannot be obtained, the rental will be denied.
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 which result in additional charges.
- I've returned the vehicle. Why is there still a hold on my credit/debit card?
When the car is returned, a charge for the total amount due is submitted to your credit card company. Depending on the 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.
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POLICIES
- Can I smoke in a Hertz On Demand 24/7 rental car?
No. There is no smoking in any of our vehicles.
- Can I transfer my Hertz On Demand 24/7 access to anyone else?
No. Your vehicle access is yours and yours only. Allowing others to use your access is a violation of the membership agreement and could result in the loss of your vehicle access.
- Are there any fees for changing or canceling my reservation?
There are no fees for changing or canceling your reservation, as long as we are notified with at least five minutes notice before the start of your reservation. To modify or cancel your reservation online, visit 'My Account' and click 'Reservation History' to see your upcoming reservations. Then click the 'Change Booking' or 'Cancel Reservation' button to update your current reservation. To modify a reservation using the iPhone app, tap 'Reservations' in the bottom menu and view 'Upcoming Reservations'. Tap the reservation you would like to modify and change information you would like to update or tap 'Cancel Reservation' to cancel your booking.
- Can I take pets in the vehicle?
With the exception of service animals, accompanying a driver or passenger with a disability, animals are not allowed in the vehicle at any time unless they are contained within an appropriate animal carrier. Animals too large for carriers are not allowed in the vehicle.
- Does Hertz On Demand 24/7 provide child seats?
No. Unfortunately, we do not supply child seats in our vehicles. However, if you are driving with a child who requires a child seat, please use your own for the safety of all passengers.
- What if I get towed?
We will pay the towing fine initially, but you will be responsible for the cost, along with an administration charge, any damage to the vehicle, as well as any impound or storage fees beyond the cost of the tow.
- What happens if I return the car late?
It is important to return the car on time, as another customer may be waiting to use it. If you think you are going to be late, and need to extend your rental, please do so by using the in-car screen pad next to the steering wheel and select the length of additional time needed in the vehicle. If the vehicle is available, it's yours to keep for however long you need it. If you need further assistance, please call the Customer Care Center at (877) 654-4400. If you return the vehicle late, you will be charged for the additional time used in 30 minute increments.
- What if the vehicle I rented is dirty?
Each customer is responsible for ensuring that the vehicle is left in good, clean condition for the next customer. If the vehicle is dirty, we ask that you contact us to report it. You do have the option of taking the vehicle to the nearest car wash to be cleaned, and we will gladly reimburse you for the wash. Just fax or email your receipt to the Customer Care Center and a credit will be issued to your account.
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COVERAGE
- Is the insurance included in the rate?
Yes. Insurance is covered in your rate. Review our Terms and Conditions for more information on our Liability Protection.
- Do I have to pay the $250 deductible for damage to or loss of a vehicle?
Yes, you will have to pay a $250 deductible if the car is damaged. If the repair cost is less than this amount, you will only need to pay the lesser amount.
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ONE-WAY
- What is one-way?
Hertz On Demand 24/7 one-way service allows a customer to pick up a car from select Manhattan locations, and drop it off at Newark, JFK and/or LaGuardia airports, and vice-versa. There is no need to return the vehicle to its original pick up location, as traditional car share necessitates, but can drop off the car at one of the airports listed above or select Hertz locations in Manhattan.
- Where can I book one-way trips to and from?
Today, one-way trips can be booked between select Manhattan locations and the three major New York City area airports: LaGuardia, JFK and Newark Airports. Please be sure to reserve your drop off location prior to taking the vehicle on rent.
- Can I book the car in both directions?
Yes, you can book to travel from Manhattan to any of the three major NYC airports, JFK, LaGuardia or Newark International and can also pick up a vehicle from any of these airports to travel into Manhattan.
- How do I book a one-way trip?
You can reserve a one-way vehicle anytime online or by using our iPhone app. Select 'One Way', then choose your preferred pick up and drop off location, date and time for the reservation. Please remember, one way reservations should be made prior to taking the vehicle on rent.
- How much does a one-way rental cost?
The same low, hourly rate for round trip reservations also apply to one-way rentals. This rate does not include taxes, tax reimbursement, additional airport fees and surcharges. Per the Hertz On Demand 24/7 membership agreement, renters are responsible for any tolls they incur during their rental.
- How long can I book the reservation for?
You can book your one-way rental for as little as one hour or as long as thirty days. Just remember that you are responsible for the full amount of your reservation.
- What if my flight is late?
Your vehicle is available for the length of time that you booked it. If you need to extend your booking, please contact our Customer Care Center to arrange an extension on your reservation.
- Where can I park the Hertz On Demand 24/7 vehicle at the airport?
Proceed to the Hertz Rent A Car location at either Newark International, JFK, or LaGuardia airport and you will see Hertz On Demand 24/7 parking spaces clearly marked with signs.
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ELECTRIC VEHICLES
- If I reserve an Electric Vehicle, how do I know that it will be charged when I get there?
Once your reservation has been confirmed, our system will hold the car for you to ensure it is sufficiently charged.
- How do I know what the range is of my Electric Vehicle?
Be sure to check our Vehicle Page to learn the range of the vehicle as well as the mileage of your round trip before confirming your reservation.
- Will running the climate control or the headlights reduce the range of the vehicle?
Yes, running the heat, the AC, or the headlights will reduce the maximum range of the vehicle.
- When driving, how can I tell how much range I have left?
Each vehicle indicates the range either in mileage or a percentage of the remaining battery power. The Nissan LEAF indicates the remaining mileage on the dashboard, while the Smart EV indicates the percentage of remaining battery power. On the Smart EV, for every 10% you have about 7 miles of range.
- If I rent an Electric Vehicle, do I have to return it fully charged?
No, there is a charging station on site and the valet will recharge it for you.
- If I want to take an Electric Vehicle farther than its range, what do I do?
It is not recommended to take an Electric Vehicle farther than its range. However, with careful planning it can be done
Please keep in mind these helpful tips:
1) Map out your route and determine the round trip mileage
2) Your final destination should be within the range of the vehicle
3) Know what your recharging options are ahead of time
- What are my recharging options?
There are two types of recharging options currently available: Level 1 and Level 2.
Level 1 charging cords are provided in the trunk of all Hertz On Demand 24/7 Electric Vehicles. Level 1 charges the vehicle at 110 volts and plugs into a regular three prong outlet. This level of charge is also known as a “trickle charge” because it takes about 15-20 hours to fully charge depending on the battery size.
Level 2 charges the vehicle at 220-240 volts and can fully charge a vehicle in 5 to 8 hours depending on the battery size. Please note that the more charge that is left in the battery, the less time it will take to recharge. For example, if you drive the Nissan LEAF 50 miles, it will take roughly 3.5 to 4 hours to charge back up to 100%.
- When and where can I use a Level 1 charge?
Level 1 charges may be used on trips where you will be parked overnight and have access to a 110 three prong outlet. Please make sure that your destination is within the range of the vehicle.
- When and where can I use a Level 2 charge?
There are over 14 Level 2 charging stations in Manhattan. You may locate these stations by using the Hertz NeverLost® GPS system in the vehicle, or by calling the Customer Care Center to direct you to the nearest station.
- How do I pay for fuel/recharging?
Fuel and recharging are included in your rate. Use the fuel card, above the sun visor, as you would a debit card to pay for gas. You will be asked for your pin, which is your member ID number, and the car's mileage.
- What if I don't have enough charge to return to the Hertz On Demand 24/7 location?
Please contact the Customer Care Center for assistance.
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TOLLS/PLATEPASS®
- Does Hertz On Demand 24/7 offer a service to allow me to pay for tolls electronically?
Yes, Hertz On Demand 24/7 offers PlatePass®, which allows tolls to be paid electronically. If you choose to use it, you will avoid delays at toll lanes and be on your way faster. If you use PlatePass®, the credit or debit card that you used for your rental will automatically be charged for tolls incurred at the Toll Authority's highest undiscounted toll rate and the applicable service fee, and you will be able to bypass long cash lanes. PlatePass®, a division of American Traffic Solutions, administers this service for Hertz.
- Where is PlatePass® available?
PlatePass® is currently available on multiple toll roads in various states across the U.S. The PlatePass® service may be used on toll roads administered by the following toll road services:
E-Z Pass For DE, MA, MD, ME, NH, NJ, NY, OH, PA, VA, WV I-Pass For IL, IN EZ Tag/TX Tag For TX Sun Pass/E Pass For FL EXpress Toll For CO FasTrak For Greater San Francisco Bay Area Bridges Good to Go! For SR 520 Bridge and Tacoma Narrows Bridge ONLY
- How Does PlatePass® Work?
Depending on where you go, PlatePass® works differently.
For E-Z Pass & I Pass toll roads, PlatePass® is used with a toll transponder located within a shield box that is affixed to the windshield below the rearview mirror. To use PlatePass®, simply pull out the transponder from the shield box, so that the toll agency can electronically read the pass. 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 or your own toll transponder compatible to the toll road.
For all other toll systems on which PlatePass® may be used, the toll road system will automatically read the vehicle's license plate if the vehicle passes through a toll lane without paying the toll with either cash or a compatible toll transponder. There is no device inside the car that needs to be used. If you don't want to use PlatePass®, you must pay all tolls with cash (if a cash option is available) or with your own toll transponder compatible to the toll road.
- How much does the PlatePass® service cost?
If you use PlatePass®, you will be charged a $4.95 service fee for each day of the rental including any days on which PlatePass® is not used, up to a maximum of $24.75 per rental month, plus incurred tolls at the Toll Authority's cash toll rate or highest undiscounted toll rate. PlatePass LLC will automatically charge the credit card used for the rental, typically one-to-three weeks after the rental closes. Processing of charges can at times take up to a month or more. Cash customers will be invoiced by PlatePass LLC. PlatePass® charges will not appear on your invoice for your rental. PlatePass® charges can be viewed at www.platepass.com.
