I rent cars an awful lot as part of my day job. Sometimes vehicles are damaged during a rental, sometimes before you even get in. Here’s what happened when I was accused of damaging my rental car.
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What Happened
I arrived at a particularly busy airport location for National car rental and accepted whatever I could get for an eight-day rental. I brought it back the next day because it was not going to work for my needs and they were likely to have more cars available when I came back.
I pointed out a couple of vehicles I saw parked in the lot and was told that those weren’t available but the manager was bringing around a GMC Acadia for me. It was an acceptable replacement for my needs and I waited for him to bring it around.
He mentioned that there was damage on the windshield when he brought the keys to the counter where I was waiting and asked that the rep notated my rental. She clacked the keyboard and I went to the car.
I took two photos when I got inside just in case.
Then I Got A Letter in The Mail
Despite the clacking of the keyboard, the account was either not noted or the notes were ignored. I received a letter in the mail a couple of weeks following the rental that said I had caused damage to a rental and the date. I looked it up and waited.
I finally received a full response where the damage was detailed and it was alleged that I had damaged the windshield. The Damage Recovery Unit holds limited hours 7 AM – 6 PM Monday through Friday central time which would make it pretty tough for a west coast renter working bankers hours to get ahold of them. They also leave an email DRU1@ehi.com.
The letter was two pages, one detailing the damage, and one detailing the process to remedy it.
Filing a Response
I used the email address listed to file a response. I have included it here:
“EHI Claims:
The following is with respect to:
Claim number: [redacted]
Date of Loss: [redacted]
Claim amount: $249.00
Renter name: [redacted]
RA# [redacted]I received this claim for damage of a vehicle I drove on [redacted], the document is dated one week prior.
Attached to this email you will find an image taken of the damage that with time and date evidence to show that this was damaged prior to my acceptance of the vehicle. I had brought a vehicle in and needed to swap, the manager brought this GMC Acadia for me and made note of the damage. He also asked the desk agent to make a note of it in Odyssey and while I couldn’t see her screen, she did seem to notate the account prior to my departure.
For my own protection (as I would always do when I find damage on a vehicle before I leave) I took a photo to document it. I would normally return inside and switch but as the manager had mentioned the damage, the agent noted it prior to me leaving, and the shortage of vehicles in [redacted], there was no need to swap it out. You’ll notice the date and time at the front end of the rental and that the car is still parked in the National parking lot at [redacted].
I’m happy to discuss the matter further if necessary but as you will note with the photographic evidence and the notation on the account, this damage was not caused by me.
Please advise once you’ve had a chance to review the notations and my documentation of the pre-existing damage.
Following It Up
I received no electronic response to my email. I also didn’t receive anything in the post in the first week but that’s asking quite a lot so I have no issues with that. My frustration comes with the radio silence I received on my email. I finally had an opportunity to call and went through the process.
When I called in it took about five minutes to get to who I needed to talk to between initial screening and hold times. The person that answered the phone discussed the damage and asked if I wanted to file an insurance claim or pay cash. I asked him to look at the correspondence I had sent in and he put me on hold while he investigated the notes.
It seems that looking at the notes on the account is a problem within National because once he did he also acknowledged that the claim had been closed as resolved. I never intended to just pay the phone agent when he first asked me to on the call, but wonder if others may feel like they had to when in fact the agent hadn’t even looked at the file.
Conclusion
I don’t think National Car Rental did anything nefarious in their handling of the damage to the vehicle. However, I am a little concerned with both the initial commitment to getting the account notated and the followup time on my response. That being said, the week I sent my response I was in one of their cars the very next day, another two within ten days – which demonstrates my trust of the brand to do the right thing is unwavering, yet I was still a little nervous about driving one of their cars with an open claim.
What do you think? Have you been falsely accused of damaging a vehicle? Was there a better way for either party to go about it? What should I have done differently?
I am glad you took pics. I do that every time too with the mileage, gas and any visible damages while still on their lot.
I’m not familiar with National but how did you return the car? I don’t rent cars that often but when I do, I take a video of me going around the car before leaving the car rental area. I then take photos of damages I clearly see. When I return the car, I walk around the car with the car rental employee and the employee checks the gas and then he/she signs off that it’s all good. I know it’s an extra 5 mins but it’s peace of mind for me not having to worry about getting a letter later in the mail.
I recently rented 2 cars and I did the same. Yes it’s kinda silly (and takes up space on your smartphone) but when you read all these horror stories… Sad that’s what we’ve come to.
Actually, a Hertz I went to had pictures loaded on a smartphone of the car and damage if applicable. You had to sign off on them before renting and had the option to email yourself copies of the photos. Pretty cool but also room for trickery (e.g. outdated photos).
You need more HD space on your smart phone…
My rental car problem was being charged for tolls I did not incur. These funds were charged to my credit card 2 weeks later without my authorization. After numerous phone calls I put in a dispute with my credit card company and these funds were credited.
i take pix also cannot trust the rental companies!!
Avis called me about 3 years ago for a damaged car that I rented in Texas. However, they did not accuse me but asked me. I told them that I didn’t notice damage but that the car’s tires (sidewall) were very muddy and dirty when I rented the car. They said ok and speculated that the previous renter may have damaged the car. They didn’t say what the damage was. Maybe underneath the car?
Had the same issue with Dollar in St Louis Airport. When I provided my Amex titanium credit card in check in the clerk unexpectedly said I was fully covered for insurance. After my trip I received a bill for a nicked tire rim. I responded with a letter asking for proof. They sent me a bill with two different cars with the same exact alleged damage, one car I rented the other I did not. I disputed for a bit then they sent to a collection agency who asked for a fee too. I declined. They hounded me. I filed a dispute with the Missouri Atty General. It all went away. Draw your own conclusion about the Amex insurance comment.
Use a corporate account code and corporate credit card next time. Hertz for example mess with me a lot less when I I book with a GE corp code.
Yi rent weekly for business travel and we are required to take out the LDW (loss damage waiver)
I dread renting cars, as I’ve experienced various problems over the years, including overcharging, lying to me about not having a specific car that I had previously reserved, keeping me waiting unnecessarily, renting me cars which have mechanical defects such as brake problems, bad tires, etc. Also, I don’t like dealing with rude car rental agents, dealing with agents who will look over a returned car with a microscope, even when there is no damage, in an effort to make people uncomfortable, agents who try to pressure you to purchase insurance which you don’t need, even when you have repeatedly told them that you don’t want it. Regarding car damage, there was one time about twelve years ago, that I rented a car at the Ft. Lauderdale Airport. It was at night, and I didn’t see any car damage. However, when I came to my hotel, I noticed that there was a large scratch on the left side, which I didn’t notice at the airport. I knew that when I returned the car, that they were going to state that I damaged the car. I immediately called the car rental company, and told them to note the damage. Sure enough, when I returned the car, they pointed that scratch out to me. I told them that I didn’t do it, that I noticed the scratch on the car, and even called their office from my hotel, as soon as I noticed it. They were supposed to make a note of that, which they didn’t do. Finally, upon further research, the idiots searched through their computerized records, and noticed that the scratch on that specific car, was in their system, and had been reported by the prior renter. Yet, they never told me about that scratch, when I rented the car from them. It was tantamount to bait and switch. In other words, they intentionally rented me a car with damage, and then tried to charge me for it! Another time, at the West Palm Beach Airport, after I returned a car, I noticed a charge some days later on my credit car, for an extra day. I wrote to the manager, and he credit my account. He alleged that it was a “bookkeeping error”. The only error that thief made, was that I caught him. Some years later, in Columbus, Ohio, I rented a car from Enterprise. There, I insisted on going over the entire car with the renting agent, and making notes of it. While doing so, the obnoxious manager came charging out, and gave it to me, for having his agent document all of the scratches. I told him that I was not responsible for scratches, and I was not going to be charged for them, when I brought the car back. He told me that “we don’t do business that way”. Yeah, right! I sent in a complaint to Enterprise, but they never answered me. To me, interacting with these thieving car rental companies, is just as bad, if not worse as interacting with the TSA.
I rented a pickup truck from Budget while in Key West. My return flight home left at 7 am, before the rental office opened. I dropped the keys and rental agreement in the drop box approx 545am. After I returned home there was an additional charge from Budget on my credit card. I contacted Budget and they stated it was a late charge for returning the car at 430 PM the day of drop off. I told them that was physically impossible since my plane left at 7am and I was back home in Tennessee at 430. It takes a while to get a real person. Android phones track your every move so it said when entered the key west airport that morning and rental car lot. So after submitting so documentation my credit cars was credited. Not sure if it was a honest simple mistake when they enter the return time or something malicious.
I take pictures of hotel rooms (as well as cars) when I check out of them now! Not great pics but show the condition it was left in if strange claims occur.