Do car rental companies make it too hard to report pre-existing damage?

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By Christopher Elliott

When Renee Tyler returns from her Hawaii vacation, she gets an unwanted surprise: A bill for damage to her rental car – damage for which she isn’t responsible. What should she do now?

Question

Please help me with a bogus damage charge by Alamo. We picked up our car in Kona, Hawaii, at dusk and saw numerous small dents and dings and scratches on the vehicle. We couldn’t find a form to report the damage.

Eventually, we asked the agent where the form was and reported several areas that we were concerned about. We were advised that they no longer have that form and if there was damage “golf ball size or smaller” they don’t worry about it.

We told her that the car had several areas of concern, some larger than a golf ball, and then left.

When we returned the car two weeks later, they gave my husband an express incident report indicating damage to a passenger side panel. Although we explained that we had tried to report the damage, Alamo eventually sent us a notice saying that based on its investigation, “we must hold you contractually responsible for this loss.”

This seems so unfair! What should I do? — Renee Tyler, Loxahatchee, Fla.

Answer

You’re right, this one seems unfair. You did your best to report the damage, and the Alamo agent shouldn’t have shrugged off your attempts to report the dings and dents on your car.

First, though, let me commend you on your choice of vacation destination. Hawaii’s Big Island is one of The Travel Troubleshooter’s all-time favorite places, and he recently rented a car in Kona with exactly the same problem.

How did I get around it? I wrote a detailed description of the damage on the rental receipt, brought it back to the rental agent, and asked her to sign it. She did. I also took pictures of the rental car in order to document the numerous scratches on the minivan.

Arch RoamRight is one of the fastest-growing, most-highly rated travel insurance companies in the United States. Travel advisors love working with us, and travelers feel protected with our trip cancellation and travel medical insurance coverage. We also make it easy to file a claim online with our fast, paperless claims website. Learn more about RoamRight travel insurance.

(Stay tuned to this site, by the way. I have a story coming up next week with a similar problem but a very different outcome.)

Alamo reverses unfair charges

Had the agent refused to sign, I would have asked for another vehicle. It’s not that I demand a flawless car when I’m on assignment (I don’t) but I know too well the danger of being held responsible for pre-existing damage. And that’s unfair, as you correctly point out.

After you contacted me, I advised you to go through the proper channels with Alamo, disputing the charges and making your best case in writing. Although you did, Alamo insisted on charging you. (Related: How a crooked wheel created a pricey Alamo car rental problem.)

I think you could have avoided being broadsided by a claim, but that would have required buying Alamo’s optional insurance, which can double the cost of your rental, and represents a huge profit center to the auto rental industry. (Here’s what you need to know before renting your next car.)

I contacted Alamo on your behalf. It contacted you and said that after further review, it decided to close its claim. It apologized for “any inconvenience” it may have caused.

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Christopher Elliott

Christopher Elliott is the founder of Elliott Advocacy, a 501(c)(3) nonprofit organization that empowers consumers to solve their problems and helps those who can't. He's the author of numerous books on consumer advocacy and writes three nationally syndicated columns. He also publishes the Elliott Report, a news site for consumers, and Elliott Confidential, a critically acclaimed newsletter about customer service. If you have a consumer problem you can't solve, contact him directly through his advocacy website. You can also follow him on X, Facebook, and LinkedIn, or sign up for his daily newsletter. He is based in Panamá City.

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