Purported car rental damage?

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Quattro Pete

Quattro Pete

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Oct 30, 2002
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1. I picked up a rental car on Friday morning. No damage visible nor noted on the rental form.
2. I dropped it off on Sunday morning. It was very early, and Hertz was not yet open, so I looked the car over, dropped the keys in the slot and off I went. I saw no damage whatsoever.
3. Monday night (about 36 hours later) I get a voicemail from Purco Fleet services who supposedly handle rental car damage claims stating that upon inspection, the car had 3 rock chips in the windshield and they want me to call them back.

Doing some research on the web, it appears to be some new way of making money in the car rental industry. These Purco people have one heck of a reputation out there.

Anyway, have you guys dealt with anything like this? How should I handle this? I have not called them back yet. I'm hoping not to have to hire a lawyer...

http://www.flyertalk.com/forum/10301092-post1.html
 
During the walk around, the agents never look at the windshield on any cars I've ever rented. It does sound like the latest scheme to milk money.

Another scheme is to demand gas receipts for the fill up prior to drop off. If the station is so many miles from the drop point, they try to nab you for the gas burned
 
What lawyer could you hire that would cost less the cost to fix the chips? That's why they do this low cost extortion.

I would just not call them back and see what happens. Maybe they'll get tough and send more threatening letters.

Seems that windshield chips should be part of wear and tear on the car.
 
I'd call Hertz on this one. My brother uses them a lot for business and hasn't had any issues.
 
Every place I've rented from had a template showing what the acceptable size of windshield chips were, and at Enterprise they have a similar template for body dings.

Sounds like it's all part of a racket that they're calling you now...the call should have been made right away, as soon as it was turned in. I'd go with the tack that the vehicle could have been rented after you, or driven to be washed and that since so much time elapsed and you inspected the vehicle, it's not your damage and happened after you turned it in.
 
Not that it helps your situation, but the problem is that you dropped off the car at Hertz without their agent signing off on it. I know that not all car rental offices are open 24/7, and it seems like these damage claims come up at the ones that are open limited hours w/ after hours drop off.

Otherwise I would have told you that if the return agent gave you the clear then you have nothing to worry about.

And yes your credit card may have 'secondary coverage' (which is only secondary if you had primary coverage through someone else). If you suspect that Purco will send you a bill and require payment, call your credit card's rental insurance provider ASAP and let them deal with it. (only if you didn't have a primary insurer for the rental)

I speak from experience as a seasoned business traveler who has rented more cars in a year than most people will in a lifetime.
 
Originally Posted By: Jarlaxle
Call your credit card company...most cards give rental car coverage.


Bingo

I rent several cars per year, all over the world (mostly N. America). I always refuse the additional insurance as most cars are covered by the CC insurance.

Once I had a massive stone chip in the windshield of a (new at the time, 2011) Impala. I spent $30 at a glass shop to get it fixed, but the damage was still obvious. Upon returning the car I mentioned the damage and provided the receipt. The desk agent just waved me thru.

A few days later I get a frantic call from the Avis head office that if I didn't return their call, they'd charge my CC for the full cost of a new windshield (roughly $300). I mentioned I had CC coverage and the insurance company affiliated with the card. The Avis person called them and they were able to sort out the details on their side. After that I was refunded my $30
laugh.gif


Most CC companies will cover anything up to and including cars like Buick, Volvo, MB etc. for everything including collision.
 
As someone who rents a lot of cars, knock on wood I've never had an issue.

But I walk around my cars very carefully.

Once I noticed a windshield chip after taking the car off the lot (this is why I check them closer these days), so I called and immediately reported it. No action was taken.

I'd verify with the rental company first what are the acceptable standards of damage that is considered routine. A number of them have a little card they use to verify.

I agree with above that the scams seem to be unattended or after the drop off point. The only issue ai ever had was in Austin years ago, where the car was ticketed and I got a bill. The ticket date and time was after I had turned it in. I had my receipt, so I took it up with their corporate and denied responsibility and obligation to pay. I won.
 
My last two rentals were drop off after hours or before in my case, I took good pictures all the way around vehicle with time stamps. Probably a issue with lot monkeys driving and damaging the vehicles. Harder to say I did damage with photo proof.
 
Originally Posted By: bubbatime
I wouldnt even call them back.

Im not planning to, but from all I've read, they will not just go away.
 
Quattro, do you have any status with the rental company? Sometimes a threat to take your business elsewhere will magically make everything fine.

For years I have rented from Hertz through one office. The manager knew me by name. Last year they brought in a new manager who was obstinate with me and had no customer experience at all. She was all about making $$ for Hertz and tried to nickel and dime me for fees I didn't know existed. I walked. I use another agency now.
 
Originally Posted By: bioburner
My last two rentals were drop off after hours or before in my case, I took good pictures all the way around vehicle with time stamps. Probably a issue with lot monkeys driving and damaging the vehicles. Harder to say I did damage with photo proof.


I do this all the time. Comprehensive before and after. It paid off when one company tried to scam me 6 grand for panel damage. I denied and waited until they engaged lawyers, then submitted photos and it all went away. Always, always, always take comprehensive pics with a time stamp.
 
With so many car rental companies fighting each other for customers, and continuously lower their prices, and inevitibly their profits, this does not surprise me. Rent the car out for cheap, try and sell extras like roadside assistance, etc, point out "damages" upon return if extras are refused and overcharge the customer for it, whilst perhaps not even repairing the damage at all. You would think the so called "insurance" you opt to pay for would cover all damages - not always the case. Either way, this is guaranteed to get you a lot of one time customers, most probably tourists, but not a lot of return business from locals and it is terrible practice.

I have rented from a number of places in the past, including some of the better known brands such as Avis and Budget, and some lesser known ones like Fox and Firefly. The better known brands often have much newer cars with lesser miles on them, and usually in better shape. The lesser known brands often have higher mileage cars and usually go for the cheapest tires, brake pads, filters, etc. money can buy to keep them on the road. Either way, I never use drop boxes to return a car. There has to be an attendent who signs off on it, and asks me to sign off. That way, I've already signed, and they cannot get back to me at a later date to claim anything.

At the time of collection, I started spending about 15 minutes going over the car and shooting a detailed video - making sure I include the premises (along with any branded signs, etc.) as much as possible. I don't know for a fact if it would help with claims, but it certainly does attract attention from employees. At one point, I had a station manager who was curious as to what I was doing as well, and just nodded his head. With photographs, they can claim the pictures were taken elsewhere or of another car, but if it's a video on the premises with frequent shots of company logos and the tags on the car, etc., it holds more water IMO. Then again, they may choose to refuse to accept pictures or videos as "evidence" altogether, I don't know.

My best rental experience has been with Sixt, and I have gone back to them frequently. They take really good care of their cars, collection and drop off is a breeze any hour of the day (employees always there), and they've been pretty good at handling issues through their call center. You always have to sign off when you return a car, and I've never had contact with them, other than an email receipt, after dropping off a car.
 
Originally Posted By: HerrStig
Your Attorney General's Consumer Protection office is worth a try.


Whose, though? When you fly into another state you're on their turf, and a non-resident has little sway or reason for the AG to go up against a local "job creator".
 
Since it was about 36 hours later and the car could've been driven all day Sunday and Monday, I would deny any responsibility. Make sure to contact your CC, that the rental place has on file, to ensure they didn't charge for damage.

In the future, take pictures, they can help a lot.
 
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