Rental Car Damaged Prior to Pickup

[QF WP]

I was hyper-vigilant with my rental yesterday in CBR. Did a video of the car (although the back was difficult as it was parked up close to a barrier) and followed that up by emailing to myself (the Hertz employee Liz was in the video) in case I lost my iPhone or the battery died. Thanks to all for the tips as I felt very comfortable.

As I got given a Kia Grand Carnival (as a mystery rental as it was ~$10 cheaper than a base model car) I thought was over the top, but worked out perfectly as I had 5 extra seats to take people from the funeral we attended to the wake.

On my return, I had filled up at CBR airport (the Caltex is 200m from the airport, on the road out of the airport precinct) and as usual, I got two receipts (it was a splash & dash $5 fill) so I could give one to Hertz. Given the low kms travelled, the attendant could tell it was truly filled to the brim.

 

[Prof Henry]

Re post #38/39 The Hertz statement in press release that they will refund clients who've been overcharged "where appropriate and necessary" – "where appropriate" seems fine, but "where necessary" is out of order!

 

[Prof Henry]

My attempted "sting" was at PER. I had photographed the rental car from all angles including the interior and mileage at pickup (no staff present - key handover at the terminal desk - yes, some time ago before yard collection). Nothing to add to the hard copy damage report with the contract. Drop off at PER I did the same set of photos - again no attendant in the car park. Took the keys in and asked the counter staff to inspect the car with me - they declined. I wrote on the return form/charge sheet something similar to "no damage, no staff inspection, photos in possession".

Some MONTHS later there was a new charge from the rental company on the corporate cc. Accounts department queried the charge with me so I called the rental company's national headquarters and spoke to an unidentified "manager". I advised the manager of the evidence that I had proving that their charge was spurious and that I would be reporting the additional charge to the police as a fraud and that I wouldn't waste additional time disputing the charge (I did but they didn't need to know) and that I expected the fraudulent charge to be reversed that day.

A copy of the cc charge reversal was faxed (it was a long time ago!) to me that day.

I remain convinced that the rental company's fear of a police investigation trumped their fear of a disputed cc charge.

Either way it was simply a scam - sort of like the old insurance claim "deny until the client complains!" - try it on until the client catches us out!

It it took me an hour out of my day to fix up - which I thought was pretty quick at the time.

I've used the rental company since and always tell the agent at pickup about my previous experience with the company - seems to have inoculated me against further attempts to scam me! I'm too cynical to think that they don't do it anymore!

At the end of the day pickup and return photos and notations on return forms (particularly regarding the staff failure to inspect the vehicle with you) are an essential part of the rental car process.

I think the advice to note "No staff inspection" is particularly useful; increasingly (it seems to me) at smaller airports, one is given the key at the rental desk in the terminal by a part-time employee working alone who assures you that "normal wear-and-tear and pre-existing ... won't be a problem." I take careful time-dated photos, but have only recently started photographing the wheels; will now add them and the instrument panel and scan fuel receipt.

My major gripe is the vigorous, and sometimes deceptive, upselling (LHR Budget Avis!); full CDW does seem to stop the arguments but is an expensive way to ensure basic rights! But even so, with Full CDW there is a "service charge" for damage caused during the rental.

 

[BAM1748]

My major gripe is the vigorous, and sometimes deceptive, upselling (LHR Budget Avis!); full CDW does seem to stop the arguments but is an expensive way to ensure basic rights! But even so, with Full CDW there is a "service charge" for damage caused during the rental.

Wow, I wonder if I can get extra insurance to cover that !

 

[bernard]

Happened to me when I picked up the rental from Rome Airport. Avis was in the multi storey carpark next to the airport and it was very dark. Once I got out into the open I noticed the side mirror was cracked. I drove to the nearest rental company and filed a report which was accepted (lucky for me).
Then I flew into London Heathrow 10 days later and picked up another car from Avis. This time I checked it thoroughly as it was in an open carpark. All looked good until I returned the car. The person who inspected the car showed me a very minute chip on the windscreen which was hardly noticeable for an ordinary person. I believe the chip was there when I picked the car up. I was charged 100 pounds for that.
Recent trip to NZ I paid for all excesses.

 

[dajop]

Reading what everyone goes through to hire car, videos, photos, extensive documentation, dropping into offices etc etc, seems quite a time and administrative impost. Still think the $5/day I pay for excess reduction to zero (up to $9K in excess) seems well worthwhile for peace of mind and elimination of hassle.... don't know why people just don't do that and be done with it.

 

[clifford]

Still think the $5/day I pay for excess reduction to zero (up to $9K in excess) seems well worthwhile for peace of mind and elimination of hassle.... don't know why people just don't do that and be done with it.

That thought has crossed my mind, but not everyone can get excess reduction to zero for $5/day. If I'm ever in the position where I absolutely have to rent another vehicle, I'll certainly look very closely at this.

However, following my recent experience returning a car to Hertz at SYD Intl, I no longer consider car rental as a normal option. On my last trip to the UK in March, following the unpleasant Hertz experience, I immediately cancelled a car rental reservation at MAN airport and hurriedly booked a number of train trips online online to meet my travel needs. As it turned out, this was quite a bit less expensive and also more flexible, as I had to change some plans at the last minute due to the attacks in Belgium.

I'm off to the UK again in a couple of months, and while I might have previously rented a car at LGW, I have now booked several train journeys, which are somewhat cheaper and faster than driving. And, with the trusty Oyster card in London and Plus-Bus tickets in other locations, I can avoid all the parking hassles that go along with a car in Europe.

Just my personal view of car rental these days. If car rental companies are allowed to scam their customers I don't want to have a bar of it. Not worth the worry and potential cost.

 

[prozac]

Some of you have had terrible experiences...or are really cough drivers.
The rentals that I have picked up and returned to Schiphol (Hertz and Sixt) have gone without a hitch. Haven't rented much in Australia to pass an informed comment.

 

[Awesom Andy]

That thought has crossed my mind, but not everyone can get excess reduction to zero for $5/day. If I'm ever in the position where I absolutely have to rent another vehicle, I'll certainly look very closely at this.

However, following my recent experience returning a car to Hertz at SYD Intl, I no longer consider car rental as a normal option.

If I can get zero excess for $5 per day, I'll definitely take it.

I've returned a fair few vehicles to Hertz at SYD intl (both intl and dom are considered the same location and share the fleet), but never had any issues with them. *touch wood*

 

[dajop]

If I can get zero excess for $5 per day, I'll definitely take it.

I use a UK based company, worldwideinsure.com. Now I've had no personal experience with claims, and do have residual concerns around international claim processing etc, but I did do some due diligence by looking at a range of online reviews and they seemed to be reputable and efficient in claim handling.

 

[Franky]

Reading what everyone goes through to hire car, videos, photos, extensive documentation, dropping into offices etc etc, seems quite a time and administrative impost. Still think the $5/day I pay for excess reduction to zero (up to $9K in excess) seems well worthwhile for peace of mind and elimination of hassle.... don't know why people just don't do that and be done with it.

But surely if you take full excess cover, isn't that an open invitation for them to hit you up for whatever they like because they know you probably wont complain because your covered and will just accept their actions?

 

[kelvedon]

But surely if you take full excess cover, isn't that an open invitation for them to hit you up for whatever they like because they know you probably wont complain because your covered and will just accept their actions?

I have always assumed the Full excess cover was a self insured product (underwritten by the car hire company) so any damage that happens is a claim against themselves. Besides a cynic might say they could charge any new damage on the next customer. A win win for them, they get the higher premium from the first customer and charge the damage to the next.

 

[Awesom Andy]

I use a UK based company, worldwideinsure.com.

Although there's a difference, where the car rental company would not charge you any excess if there are any issues, with such 3rd party, you would need to take the hit from the car rental company first, before passing the required documentation for process and reimbursement. It is possible that you will be out of pocket for a period of time, up to the excess amount which can be thousands.

 

[clifford]

I see that Hertz is still up to its old tricks, seemingly treating the ACCC with contempt.

Car rental industry's 'bad behaviour' has gone on long enough, says ACCC chairman

I also know this from personal experience, where Hertz charged me for non-existent damage on a car I returned to Sydney airport recently. Luckily they withdrew the charge after a few days.

 

[Caversham04]

I'd suggest asking to see the damage reports from the previous rental if there's any dispute. I hired a car from East Coast Rentals in ADL and checked the car out in poor light on an inspection led by the manageress who was marking the damage as she went. When I checked the car back in, the guy who did the inspection spotted some minor scratches that weren't noted on the damage form. I disputed the timing of the damage as he was said that it looked as if I'd brushed the side of the car against a post, fence or similar, which I knew I hadn't done. Without further prompting, he went back into the office, pulled out the damage inspection form from the previous rental, saw that the damage was actually listed on there, and immediately said "no problem".

 

[QF WP]

Hired an Audi A3 from Hertz Downtown (PER) this morning and the agent advised it was a new car with no damage (as shown on the contract). I told her I'll take photos as proof (as dropping back to Airport this afternoon) which I did. She chuckled when I said I knew people who did a walk around video. Now to remember it's T1 (flying Virgin PRR/BNE) and not T3 and to find the rental returns (and a petrol station within 10 kms coming from Cottesloe)

 

[Awesom Andy]

the agent advised it was a new car with no damage (as shown on the contract).

When they say that, I would usually end up heading back to the counter 10 mins later with a whole list of scratches and dents.

 

[Franky]

Hi QF WP - hope this is not too late, if you come from Cott and take Gt Eastern Hwy to the airport, the last gas station on the way is on the corner of Epsom Ave on the right. It is a few hundred metres from the freeway which takes you to T3, and would be well inside 10km.

Hired an Audi A3 from Hertz Downtown (PER) this morning and the agent advised it was a new car with no damage (as shown on the contract). I told her I'll take photos as proof (as dropping back to Airport this afternoon) which I did. She chuckled when I said I knew people who did a walk around video. Now to remember it's T1 (flying Virgin PRR/BNE) and not T3 and to find the rental returns (and a petrol station within 10 kms coming from Cottesloe)

 

[QF WP]

Thanks Franky, I was on my way from Applecross (took a detour from Cottesloe) to the Airport at that time - the last petrol station I saw was exactly 10kms from airport (Leach Highway?). Hertz Audi had GPS that wasn't up to date with the new roads (whilst I was on the highway close to T1, it had me heading off road ) and I was there before filling up, so I ended up heading back to the Coles Express on Kewdale Rd (about 4kms from airport).

Hertz dude at airport didn't even check around the car, just took the keys, parking ticket and duplicate fuel receipt from me as I pulled up, checked the odometer and we chatted about the pick up of the A3 as he printed out the receipt. There wasn't any damage (closest I would have come was backing out of a clients house and leaves from a tree set off the proximity alarm).

 

[Guvner]

I went to pick up a rental from Dunedin airport a few years ago (probably AVIS, I can't remember) and the "office" was unmanned, I say "office" because it was a portable shed.. anyway there was a sign on the desk that said call this number if office is unattended. So I call and the bloke on the other end says "open the drawer in the desk and choose any car you want". So I go around behind the desk, open the drawer and take the keys to a Toyota Corolla. I tell him the rego of the car, give him my Victorian Drivers Licence number and ask him about paperwork. He tells me to drop in to the Dunedin central office in the morning and sort it out.
Kind of half smirking at the ridiculousness of it and shocked at the lack of process.. I drive off to the hotel and in to the carpark whereby I back in to a luggage trolley left against the dimly lit wall...cracked a reflector and scratched the bumper.

Anyway, I rock up to the office the next day, a lady comes out to do a damage report and asks what happened. I said I haven't any idea because it wasn't me and I didn't check the car prior. She just shrugged and said "fair enough". Paperwork done and off I go. Never heard another word.