Hertz fights back against manager who charged customer $10,000

The customer rented a car with no mileage limit, and the local manager fined him five figures

A now-viral video captures a heated confrontation between a Hertz customer and a local manager who threatened the customer over an eye-popping bill. According to the video, the customer drove a staggering 25,000 miles in one month and was charged $10,000 — even though the original contract promised “unlimited” mileage. This is a confusing-sounding situation.

Now, before we unpack the details, let’s take a moment to appreciate the sheer absurdity of this mileage. If you do the math, driving 25,000 miles in 30 days equates to just over 833 miles per day. Assuming an average speed of 50 mph, Logan would have to spend nearly 17 hours a day behind the wheel throughout the month. This is not a road trip; It was a full-time job, plus overtime!

The video was originally posted on TikTok by a user named Logan, LifeisFun3000, and shows him arguing with a Hertz manager over a huge bill. It is clear from the conversation that the manager believes it is appropriate to charge Logan $10,000 for driving 25,000 miles per month.

Read: Hertz already sells Chevrolet Silverado electric car at discounted price

When Logan asked the manager where the mileage cap was stated, the manager claimed that “unlimited miles” actually meant “a reasonable amount.” Initially, Logan promised an update, but as of this writing, no update has been provided.

Hertz, on the other hand, jumped the gun and issued a statement saying: drive Expressed regret over the incident and clarified its stance on the “unlimited” mileage policy.

“Customer satisfaction is a top priority for Hertz, and we sincerely regret this customer’s experience at one of our franchise locations. Under the terms of the contract, the customer will not be charged for mileage. Our franchisees are addressing the employee’s behavioral issues , and strengthening our customer service standards and policies to ensure they are understood and followed consistently across our locations.”

Before we go too far, we should clarify that this doesn’t appear to be a stupid mistake. According to statements from the customer, manager, and Hertz, the customer did indeed drive the equivalent of more than ten cannon rounds.

Still, Hertz now seems to support a policy where unlimited actually means unlimited. Carscoops reached out to Hertz for further comment and we will update this article if we learn more. When the customer was reached for comment, Logan replied “Is there any compensation?”

At the same time, the video is a stark reminder that “no limit” clauses in contracts can sometimes come with unexpected fine print, or at least unexpected interpretations.