HERTZ CAR RENTAL PROGRAM For USAA Members

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1 HERTZ CAR RENTAL PROGRAM For USAA Members Helpful Tips and Frequently Asked Questions UNDERSTANDING THE BENEFITS OF THE HERTZ CAR RENTAL PROGRAM FOR USAA MEMBERS 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: Special discounted rates and promotional offers you can combine so you save more; A dedicated toll-free reservation phone number ( ); LDW (Loss Damage Waiver): If LDW is not included on the rental without charge or is not purchased then the member s responsibility is limited to the first $5,000 in damage to the rented vehicle. NOTE: For rentals originating at participating U.S. locations. No additional driver fee for spouses, domestic partners and children of USAA employees and members, No young driver fee for drivers that are at least 18 years of age; Unlimited free mileage unless otherwise noted on the rental contract; Fee waived enrollment into Hertz Gold Plus Rewards Program (Refer to Gold Plus Rewards below) the fast and easy way to rent a car, avoid the rental counter, and earn FREE rewards; What is the benefit of the Hertz Gold Plus Rewards Program? USAA members can sign up for Hertz Gold Plus Rewards program FREE! The key benefits of the Hertz Gold Plus Rewards members include the following: Skip the rental counter lines at many Hertz locations worldwide your vehicle is typically pre-assigned based on the preferences you choose when setting up your Hertz Gold Plus Rewards profile; Earn 1 point for every U.S. $1 spent in rate on qualified rentals worldwide; Redeem your points for FREE Days, Weeks, and more. You can even redeem points for Anytime Rewards rewards that do not have any blackout periods; Points are easy to redeem 24/7 at hertz.com; Points don t expire as long as you complete at least one rental transaction every 24 months; and Enjoy existing enhanced services such as Hertz Gold Choice, Carfirmations, ereceipts, and more. Hertz Gold Choice which allows Gold Plus Rewards members the ability to select any vehicle from the Gold Choice section instead of their originally reserved vehicle. For more details see the Gold Choice section below. 1

2 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 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 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: Online: will automatically populate in your reservation) Mobile: Download USAA s mobile application, and once there, tap on Shopping & Discounts, then Rental Car Discounts. Phone: Call the Hertz Reservation Center Toll-Free number for USAA members at Location: Contact your local Hertz location and book the reservation with them making sure to provide them with your USAA CDP number (77694).

3 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 Don t have internet access? You can call the Hertz Reservation Center Toll-Free number for USAA members at , 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 3

4 representative to add your frequent flyer carrier and number to your rental. Points are earned at participating locations. TOP THINGS TO CONSIDER TO GET THE BEST RENTAL EXPERIENCE Pick up your vehicle and drop it off on the exact dates and times you indicated in your reservation. Ensure your reservations are in 24 hour increments to avoid full day charge for a few hours. Check your auto insurance policy to find out what type of coverage you have for rental vehicles prior to making your rental car reservation. If you don t have enough or the appropriate coverage, then consider taking the Loss Damage Waiver & Insurance offered by Hertz. Check your vehicle for damage before you take off. Adhere to the fueling option you chose. GET ANSWERS TO THE MOST COMMON QUESTIONS PEOPLE ASK RATES: What is a one-way rental? 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: The vehicles is returned earlier or kept longer; The vehicle is returned to a different location (NOTE: Returning your vehicle to another location will result in your current rate changing to a one-way rental rate in addition to your being charged mileage!); You did not replace the fuel you used during the rental; You accepted additional products or services from Hertz at the time of rental such as navigation and/or insurance; You chose an upgraded vehicle for an additional daily amount. 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 30 th 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 120 th minute, an additional day will be charged. Please refer to your rental agreement for additional charge rates.

5 MILEAGE: 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. LOSS DAMAGE WAIVER & INSURANCE OPTIONS: 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: o The vehicle is protected for as long as you are renting the vehicle, up to its full value. o The vehicle is covered, regardless of fault, and provided there is no violation of the terms and conditions of the Rental Agreement. o If the rental is extended then the coverage will automatically extend as well. o Should damage occur to the vehicle, you will not have to file a claim with your personal auto insurance for loss/damage to the Hertz vehicle. o There is no deductible for you to pay to Hertz. NOTE: This might not apply to Canadian Licensee Locations. Coverage applies to any size vehicle, regardless of who is at fault. INSURANCE OPTIONS Liability Insurance Supplement (LIS) Liability Insurance Supplement (LIS) is primary protection, which provides the first USD 1,000, 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) LIS also includes Uninsured/ Underinsured Motorists Coverage of up to USD 100, per occurrence for combined bodily injury and/or property damage claims. (Exception: In New York, LIS includes up to USD 100, per person/usd 300, per accident Uninsured/Underinsured Motorist Coverage. Recoveries under any per accident limit are subject to the per person limit. In Vermont, LIS includes up to 5

6 USD 50, per person/usd 100, per accident Uninsured/Underinsured Motorist Coverage. Recoveries under any per accident limit are subject to the per person limit.) 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. 2. Personal Accident Insurance/Personal Effects Coverage (PAI/PEC). Personal Accident Insurance (PAI), offered in combination with PEC, allows you to elect accidental 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. Click here for more information. DEBIT AND CREDIT CARD USAGE: Can I use my debit card or must I use a credit card to rent a vehicle? Yes, at most Hertz locations, a debit card issued under a VISA or MasterCard logo that draws funds directly from the cardholder's checking account, may be used as an acceptable form of payment at time of the rental car pick up. In order for Hertz to accept the debit card, the following must be met: Account must have sufficient funds to cover the estimated charges for the rental PLUS an additional $200 to cover any incidental charges. The card must be the same name as the primary renter. Debit cards at the time of pick-up are subject to an Equifax credit check which will determine whether or not you are able to use a debit card as a form of payment. NOTE: An additional deposit of up to $200 is placed on the card for all rentals. NOTE: Prepaid or stored value cards (which may have a VISA or MasterCard logo) are not an accepted form of payment to at time of rental; however, upon return of the rental car, both debit cards and prepaid (or stored value) cards issued under a VISA or MasterCard logo may be used to pay the full amount of the rental with no additional deposit or holds required, provided the card used has sufficient funds to cover the full amount of the rental. If an alternate form of payment is used to pay for the rental then all pending charges on the original form of payment will be released by Hertz within 24 hours of ending the transaction. The amount of time it takes for funds to be returned to your original form of payment account depends on the institution from which your card was issued. 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.

7 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. OTHER: 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 Rewards membership click 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. 7

8 KNOW THE BASICS FROM START TO FINISH PLANNING YOUR CAR RENTAL: What are the basic qualifications for renting a car? The qualifications may vary by location. Typically to qualify for a rental as a USAA member, you must: Have a valid driver s license, Be at least 18 years or older Have a credit/debit card with your name embossed on it. If there are any questions you may contact your Hertz location for more details or go online to 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.

9 MAKING YOUR RESERVATION How do I make a reservation? NOTE: Using your USAA Discount CDP # while making a reservation will ensure that you receive your USAA/Hertz benefits. The most common ways USAA members make their reservations are: Online: (your CDP number will automatically pre-populate) By Phone: Call the USAA/Hertz Reservation Center at In Person: Contact the desired Hertz location, notify them that you are a USAA member, and then book the reservation with them. Mobile: Log on to the USAA mobile application, tap Products, then Shopping & Discounts, then Car Rental Discounts, and finally the Hertz link. NOTE: If you do not have the USAA mobile application, please get it by using this QR code 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! : Will I be charged for canceling my reservation? You can cancel a general reservation without penalty at any time. Instances where you will be charged for your reservation include the following: 9

10 Cancelling a Guaranteed Reservation is not refundable. For more information about Guaranteed Reservations, please see question What is a Guaranteed Reservation? below. Prepaid Reservations are also nonrefundable. For details please see Prepaid Rentals below. NOTE: Some rates and vehicle types reserved through a travel agent or through the Hertz reservations phone numbers require a guarantee and may have a cancellation penalty associated with the reservation. 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. DOCUMENTATION AND PAYMENT: 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. PRE-PAID RENTALS: 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.

11 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 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 $35 fee. Any cancellations made within 24 hours of the reservation time are subject to a $60 fee. Limited Mileage/Mileage Cap Rentals: 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 ( ) 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 ( ). AT TIME OF RENTAL/PICK UP 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 11

12 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. Fuel: 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.

13 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. Vehicle Condition ADVICE: Always inspect the vehicle before you leave the premises. Check the condition of the interior and exterior of the vehicle for damage. 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. DURING YOUR RENTAL 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 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 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 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. MY RENTAL TIME: How long is a rental day? One rental day is 24 hours starting from the time you begin the rental. 13

14 What if I return my vehicle late? Rental charges are computed based on a rental day consisting of 24 consecutive hours commencing at the time of rental. There is no charge if you return the vehicle within 29 minutes of the return time stated on your rental agreement, After 29 minutes - an additional hour will be charged Greater than 60 minutes from the return time stated on your rental agreement - a second additional hour will be charged Beyond the 120 th minute from the return time stated on your rental agreement - an extra day is charged. NOTE: The amount charged for an additional hour or day is located on your rental agreement, 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 , 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 ( ) or contact your local Hertz rental location to see what your rate will be at the new return time. RETURNING YOUR RENTAL VEHICLE 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

15 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 <identify the appropriate section or hyperlink>. Can I take the car back out to refuel it after I returned the car? No. Once the rental has been closed out you will be unable to take the car back to refuel it. 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: You changed the terms of your original reservation, for example: o Kept the car for additional days o Had additional drivers during the rental Fuel and service charges For details on these charges you may either call the location you returned to or call our Customer Service/Billing department at 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. Required Disclosures for this article: EN2_ELIG0224_ASC_Product_Not_Locked_Audience Use of the term member or membership does not convey any legal, eligibility or ownership rights. Purchase of an alliance services product does not establish eligibility for or membership in USAA property and casualty insurance companies. EN2_RTGS_0300_Other_Company_Trademark The trademarks, logos and names of other companies, products and services are the property of their respective owners

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