Don’t get dinged by rental car damage
Peter and Jackie Watson recently rented a car at the airport in Manchester, England, paying the full cost in advance with their credit card.
When the couple returned to Canada, they found the rental supplier, Europcar, had added a charge of $831.72.
“My first reaction was that it must be a hold to ensure no speeding or parking tickets had accrued and it would be removed soon,” says Peter. “How naive that was.”
The company said the car was damaged. It sent a grainy photo, which supposedly showed a scrape on a wheel cover.
“If the wheel disc had a mark, it was almost certainly there when we picked it up,” he insists. “My car was parked in my cousin’s driveway during our stay in England, except for a short day trip, and we had a total of 340 kilometres.”
Watson had refused to buy the rental company’s collision damage waiver, which covers repairs to the car if you’re in an accident. The damage waiver — which is not actually an insurance policy — excludes damage to any other vehicle you may hit.
He had checked with American Express to confirm he had a collision damage waiver through his credit card. But the car rental agents in England, unfamiliar with his coverage, said he could not drive away without signing up for a damage deposit. He did so quickly without reading all the details.
Watson sent me copies of his emails to Europcar and succeeded in getting the damage charges dropped on his own.
Just using my name was enough, he said, “to gain personal traction and find the right people in the company who could resolve the issues.”
Disputes about rental cars abound. Customers don’t always know about damage caused to a vehicle while it’s parked in a busy area or hit by flying debris on a highway.
Meanwhile, some rental car companies have been known to claim damage to vehicles that does not exist and to overcharge for repairs.
CBC-TV exposed a pattern of claims at Budget Rent A Car in Vancouver, leading to an RCMP investigation and a class-action lawsuit.
Lorne Dubros rented a car from Avis Budget Group last May. He came back from holiday to find an extra $12 a day added to his bill.
The customer service team said he was offered a vehicle upgrade and signed an agreement. He insisted that no one had even discussed an upgrade with him.
He escalated the dispute through the Budget website. This resulted in an apology and a company admission that there was no signed rental contract.
Eileen Watson (no relation to Peter Watson) booked a car rental in Florida last winter with Auto Europe, a service that compares rental companies and finds the best rate.
She paid in full ($4,500) through Flight Centre, her travel agency, before leaving Canada. But when returning the car after three months to the Dollar rental outlet, she had to pay another $160 (U.S.) in charges — including state tax, vehicle licence fee, Florida surcharge and energy recovery fee.
Watson sent her complaint by Canada Post to me in late July. I hadn’t gotten around to dealing with it when I heard from her again on Sept. 1.
“You must pack a big wallop,” she said. “I casually mentioned to the manager at Flight Centre that I had written to you and I ended up receiving a refund cheque, signed by Flight Centre.”
If you rent a car, be forewarned. Take pictures or videos of the condition of the vehicle, both before and after, to protect yourself from phoney damage claims.
“Find a well-lighted space, preferably out in the open,” says U.S. travel journalist and consumer advocate Christopher Elliott (@elliottdotorg).
“Note any dings, dents or scratches. Pay close attention to the windshield. This is the number one source of damage claims.”
Keep your photos, videos, receipts and signed documents for at least six months. That’s how long it could take for the claims process, Elliott advises.
Finally, challenge any extra charges that seem unfair and were not disclosed. As Lorne Dubros and Eileen Watson found out, rental companies often back down if you stand your ground. Ellen Roseman writes about personal finance and consumer issues. You can reach her at eroseman@thestar.ca or ellenroseman.com.