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I was on a business trip in Charleston, SC last month and got a National rental car at the airport, based on best price.
I didn't immediately check it out thoroughly because I was expecting to be met by a rep on the way out to go over the car. However, nobody stopped me and by the time I realized nobody would be checking out the car I was on main road. It wasn't really until I stopped and looked around did I realize that the car had not been cleaned at all inside or out -- there was trash on the floor and the cupholders were sticky. I was already quite far from the airport and since I was supposed to be meeting someone soon I decided I didn't have time to go back, return the car, and wait for it to be cleaned. I called National at some time during my stay to inform them that car hadn't been cleaned.
When I returned the car, somebody met me to go over it. Amidst the dirt, there was a slight surface scratch/scuff mark but I informed the person that it was probably there already because nobody checked out the car when I picked it up. I know I didn't scratch it or was involved in any bumps or collisions. Nothing was said to me or written on my rental agreement when I went to the desk to settle the bill.
The other day, a month later, I received a letter from the National damage recovery department saying they had received a report of damage and that I was liable, so I need to inform my insurance company or credit card. They did not say what the damage was or how much it was. I tried to call this department yesterday and after going through several layers of voice menus, was told they were unable to take my call because of the high volume of calls, and to leave a message. I did, but didn't receive a call back. I then called National customer service. They looked up my rental agreement and verified that there were no notations on it. They told me I would have to call the damage recovery department to find out what it was about. I asked them, if I had done some damage, shouldn't that be notated on the contract? She said that she doesn't/cannot see that information and it would have been forwarded to the damage recovery department. I ended up writing the recovery department a letter telling them I have no idea what they are talking about because I returned the car in the condition I had received it and had not been informed of any damage.
Last night, I received a letter from a "billing service" company telling me that "due to their sheer volume of claims" National Car Rental has asked them to partner with them in the processing of this claim. Apparently I owe $478.39. For what, I don't know. I now have to write THEM a letter within 30 days to dispute this claim.
Is there any way they can have a claim against me when they never informed me that I did any damage?
I can see this being a long drawn out process of me having to keep writing letters defending against something I didn't do.
I am the original poster and this is a follow up.
I contacted American Express car rental protection department and told them the whole sorry story. I told them that I was disputing the claim. They said they would handle it directly with the agency so I sent them copies of the letters I had written to both National and the billing company, with a cover letter again reiterating that I did not do any damage and didn't feel that they should pay this claim.
A few days later I received a letter from Amex with a claim number and a website to see the status of my claim. They said they would contact the the rental car company to obtain the documentation. Just now I visited the website again and it appears that they have not received any supporting documentation (such as damage report) from National. I haven't heard back from National or the billing agency either. It's been a month. No news is good news. Of course, I could get another bill any time.
I just don't think they have any documentation to support their claim.
The complaint has been investigated and resolved to the customer's satisfaction.
I am going through this experience now. I was on a trip and when I returned to the airport, the girl at the counter said that since I needed to get on a flight, they would by-pass the post rental inspection check. Fine.
I get home and then on a Monday I get a call from their claims guy stating that there was an obvious scratch on the car and that I would be sent an estimate on the repair. I told him that I wasn't paying for it cause the damage could have been done prior to them bringing the car into the wash bay or even prior to my rental as the scratch was not nearly as obvious as he made it sound. He sent me a picture and the scratch was by the rear passenger side bumper by the tire.
So, I wake up this morning and start some online banking and notice a charge for $596.40! I am calling Visa and disputing the claim this morning and if this doesn't get cleared up right away, I will seek legal action against National Car Rentals in Windsor, On Canada Airport.
National Car rental seems to do that to all their customer. I had the same experience but the car i burrowed was stolen on their facility. Because a man who pretended to be an employee stood in front of the office door to prevent me from dropping the key on the drop box myself. So he dropped the key in the box where I and my companions can see that he did drop it. The next day i called the rental and told me the car is stolen. they have me pay a second day 56.00 w/c is ok i don't care as long as i will no have problems with them. But after they know my card has loss collision damage because i was supposed to ask them to claim the money fro my insurance credit card, after 4 months they billed me 548.00 for damages w/c i really don't know if its true. the car was lost for 1 day only. Now they are asking me to pay it in 15 days. Thats the total earning that i only have for 2 weeks, so they don't want me to eat? This is something that they seem to do all the time.
I have a similar problem with Advantage Rent-a-Car. At the post-rental inspection, no issues...guy didn't tell me anything. Couple weeks later, I get a bill for $4000. Yes, that's the correct number of zeros. Apparently there's extensive damage to the hood and roof of the vehicle. My advice to you would be to very carefully scour the paperwork sent to you...mine contains some errors. These may prove useful in a litigation situation. Get all communication IN WRITING.
This is a cost-recovery program employed by rental car agencies, and they hold all the leverage. My claim has been sent to a collections-type agency. I am sending a letter disputing the debt and denying liability. If they contact me again regarding the debt, I will find an attorney and sue the hell out of them for harassment. Same deal if they put a mark on my credit score. When it comes down to it, the burden of proof is on them to prove the damages happened during your rental. Good luck with that Advantage!
If you want to settle and make it go away, chances are your auto insurance and/or credit card company cover you for this. Yes, your premiums will go up, but hey, at least you don't have to go to court. Let me know what happens, I'm curious.
Just had a similar experience with National. However, car was clean when I got it. It also already had a scratch on the front bumper but no one was around to tell about this.
When I returned the man asked me about the damage. I told him it was already there. He said "okay" and when I asked what would happen next he said nothing, "everything is okay" is what he told me. I didn't have time to follow up inside but now I've received a letter saying I'm responsible for damage.
Would be interested to find out how your situation worked out since I'm now going to have to deal with them.