Remmert, an L.A.-area cameraman, requested his rental records after getting billed. An unsigned "accident report" had been filed with Hertz under his name five days after he returned to the United States. The accompanying repair estimate was equally troublesome: It was written one month after the damage charge appeared on his card statement, and included fixes such as replacement of a door handle, locks, window lever, door molding and wheel bearings. "They did a complete repair job on my dime," he says.
Remmert's problem is a cautionary tale for Europe-bound travelers: Rent at your own risk.
A Growing Problem
"People here are getting ripped off left, right and center with hidden charges," says Michelle Southby, spokesperson for Robert Evans, a representative of Britain who sits on the European Union's travel and tourism committee.
Evans is pushing for stronger consumer protections in car rentals. " Many companies charge people for damage that has not occurred or is very minor," he recently told the EU commission.
Car rental complaints in Britain tripled in the first half of 2006, according to the consumer unit of the Office of Fair Trading. About 22 percent of those complaints related to overcharging and unfair business practices.
"Once they have your credit card, they can add any charges and there's not much you can do," Southby says. "It's up to you to argue it over the phone across borders, which is not easy."
In April, the Times of London asserted that National and Alamo paid bonuses to employees to charge customers for scratches and dents. A spokesperson for St. Louis-based Vanquard Car Rental USA (which owns both companies) denied the allegations, stating: " We do not pay commission, incentives and bonuses for finding damages."
Some allege car companies are pressuring renters to buy insurance and those who don't are more likely to be billed for mysterious damage. While the rental firms deny this, they do admit that during busy times inspectors might miss damage and charge the next renter for it.
Preventive Measures
What recourse do renters have against such charges?
- Conduct a careful walk-around check for damage. Car rental companies might try to speed up the rental process, but customers should take lost of time inspecting the vehicle.
- Pack a camera and magnifying glass. Photos are excellent evidence in court if it comes to that. And a magnifier ensures that even the faintest ding won't go unnoticed.
- Get signed off by the rental representative. After doing the walk-around in his presence, have the employee sign your receipt verifying the car's condition when dropped off.
- File a complaint. If
you feel you've been scammed, report the incident immediately to the
car-rental company, the credit-card company, local police, and
authorities such as Europe's EU Consumer Affairs
ec.europa.eu/consumers/redress/compl/index_en.htm