|
|
Post by racingteatray on Sept 2, 2019 16:40:00 GMT
So...we usually rent with Avis. This year we have used Hertz twice. The first time, in Sicily, on my newly created “Gold Rewards” account, was ok but not brilliant by any means. The Captur was fine, but if you have a Gold Rewards account, it's supposed to operate like Avis Preferred in that when you arrive, the car and paperwork is all ready and you just pick up the keys and go. They had forgotten completely to process my booking, meaning quite a lengthy wait.
The second time, in Pesaro, on my wife’s newly created “Gold Rewards” account, was the real shocker.
Basically she rented a Panda for two weeks and when she took it back (and I was there when she took it back), pretty clean and newly brimmed with petrol, the frankly unpleasant guy from the rental office took it upon himself to crawl all over it almost literally with a fine-toothed comb until he announced with great satisfaction that he’d found new damage that we’d been wholly unaware of. And with that, promptly swiped nearly 300 euros from my wife’s security deposit for repairing and repainting the damaged panel. No ifs, no buts.
His view was this damage, an exceptionally small ding, wasn’t shown in the pre-report photos and therefore we must have done it. All well and good you might think, except the photos in the pre-report which are taken when the car is returned from the previous rental, are (a) low resolution and (b) show a dirty car under the rain, so in my view it's highly debatable that this was pre-existing damage and that he simply didn't inspect it nearly as carefully last time. |
|
|
|
Post by racingteatray on Sept 2, 2019 16:43:19 GMT
This is the damage in question:  As my wife commented, even if it had been there when she collected the car, there’s almost no chance she’d (a) have noticed it or (b) thought it worth pointing out. Absolutely incandescent with anger. First escalated it, disputing the damage and the cost of repairing it, as instructed with some specific email address in Italy, who after 10 days send us an email telling us to sod off and claiming to attach documents verifying the damage charges (but nothing attached). Now, it's with Hertz Customer Relations, along with a complaint about the behaviour of their staff in Pesaro, for escalation. Not prepared to stand for this sort of abusive behaviour. |
|
|
|
Post by Martin on Sept 2, 2019 17:15:15 GMT
Had a similar issue with Europcar in Holland. Complaining didn’t get me anywhere, promised of contact and an investigation, but nothing. It was a work trip so I was t out of pocket, although I would have been covered for the excess, but that’s not the point. I won’t ever use them again.
|
|
|
|
Post by Ben on Sept 2, 2019 17:27:36 GMT
That's utter bollocks. How is that little dent 300 Euros?
I've returned cars with slightly scratched wheels more significant than that (and admitted to it), and have had them waived. The guy you dealt with is bang out of order.
|
|
|
|
Post by racingteatray on Sept 2, 2019 17:33:48 GMT
Had a similar issue with Europcar in Holland. Complaining didn’t get me anywhere, promised of contact and an investigation, but nothing. It was a work trip so I was t out of pocket, although I would have been covered for the excess, but that’s not the point. I won’t ever use them again. My wife has third party excess cover, but they appear to want evidence from Hertz that the damage has been repaired and did cost the amount that Hertz are claiming. I am absolutely confident that Hertz will not repair that dent. |
|
|
|
Post by Martin on Sept 2, 2019 17:38:33 GMT
Have you got an invoice detailing the charge?
They won’t repair it, all the money goes into a pot and they may or may not repair the car before it goes to auction.
|
|
|
|
Post by racingteatray on Sept 2, 2019 17:57:26 GMT
Have you got an invoice detailing the charge? Yes. |
|
|
|
Post by Martin on Sept 2, 2019 18:06:14 GMT
Have you got an invoice detailing the charge? Yes. Have the insurance company said that’s not sufficient to make a claim? If you’ve been charged an excess, then that’s what you’re insured against.... |
|
|
|
Post by PG on Sept 2, 2019 18:15:47 GMT
Call me a cynic but I can't help thinking that your wife was seen coming - lady on her own etc - and set up. A damaged car had damage under-reported and she accepted it, and on its return it is gone over with a fine tooth comb and voila, the damage is found. Now if I am wrong, my sincere apologies to Hertz. But as they don;t crawl over every car that is returned, why did they do it to this one?
|
|
Deleted
Deleted Member
Posts: 0
|
Post by Deleted on Sept 2, 2019 18:51:29 GMT
I had a Hertz car a long time ago, returned it OK and it was accepted as being fine. A couple of days later they called and said they had brimmed the tank and got some pounds worth into the tank, "Would you mind us altering the bill to reflect the additional fuel required"?
I told them where to go and the idiot tried to argue the case. On your flipping bike they did it anyway but I got my blank to recall the bill abd re alter it. All of them are the same if they see a chance to rip the punter off.
|
|
|
|
Post by Boxer6 on Sept 2, 2019 18:58:33 GMT
Did he take exception to your wife's accent? I'm not being facetious, as I've seen English people being what I felt to be "taken a loan of" in Scottish branches of both Europcar and Enterprise, and put it done to them simply being English. I'm sure we're not the only country that happens.
|
|
|
|
Post by Martin on Sept 2, 2019 19:09:45 GMT
Did he take exception to your wife's accent? I'm not being facetious, as I've seen English people being what I felt to be "taken a loan of" in Scottish branches of both Europcar and Enterprise, and put it done to them simply being English. I'm sure we're not the only country that happens. Mrs Racing is Italian. |
|
|
|
Post by Boxer6 on Sept 2, 2019 19:12:37 GMT
Did he take exception to your wife's accent? I'm not being facetious, as I've seen English people being what I felt to be "taken a loan of" in Scottish branches of both Europcar and Enterprise, and put it done to them simply being English. I'm sure we're not the only country that happens. Mrs Racing is Italian. I know - that's what I was referring to, depending on which part of Italy she's from vs the Hertz rep. I believe there is quite a North-South divide in Italy, which may have spilled over into unpleasantness. Pure speculation on my part obviously. |
|
|
|
Post by Martin on Sept 2, 2019 19:15:54 GMT
I know - that's what I was referring to, depending on which part of Italy she's from vs the Hertz rep. I believe there is quite a North-South divide in Italy, which may have spilled over into unpleasantness. Pure speculation on my part obviously. I assumed it would be near to her home town, but you may be right. |
|
|
|
Post by ChrisM on Sept 2, 2019 20:35:02 GMT
I wouldn't expect Avis or Hertz to behave like that. I had always thought that minor damage like that was included as "fair wear and tear" - parking dings that could happen to any car, anywhere etc.
Mind you, when I rented in Malaysia with Europcar I took out additional insurance on my travel insurance policy. I think I paid only £5 for it (it was unbelievably low) and was grateful for it as someone scraped the front bumper when the car was unattended in a car park. But they were reasonable about it when I took the car back - they looked at the accident excess then produced a separate list for individual panel damage where the charges were considerably less, then charged the minimum amount on the table of charges. I got it all back from the UK insurers after about 6 weeks, about £90
|
|
|
|
Post by racingteatray on Sept 2, 2019 20:56:10 GMT
I know - that's what I was referring to, depending on which part of Italy she's from vs the Hertz rep. I believe there is quite a North-South divide in Italy, which may have spilled over into unpleasantness. Pure speculation on my part obviously. I assumed it would be near to her home town, but you may be right. Yes she was on home turf. |
|
|
|
Post by Boxer6 on Sept 2, 2019 21:39:57 GMT
I assumed it would be near to her home town, but you may be right. Yes she was on home turf. Somehow, that makes it even worse! |
|
|
|
Post by LandieMark on Sept 3, 2019 6:09:10 GMT
I was collared for damage when in Italy. There was a tiny scrape on a bumper when I returned it - I think it was done in the valet parking in Positano. They never ended up charging me. I think I rented through Sixt and their agent in Naples was WinRent.
I was charged for damage by Avis many years ago, despite the pre rental damage report already showing damage in that area; and they couldn't tell me what the extra damage was beyond what was already on the report. My credit card refunded me in the end after getting no joy from Avis - I have never used them since.
|
|
|
|
Post by Alex on Sept 3, 2019 7:02:55 GMT
Mark's last sentence is what makes this so rediculous. There's absolutely no way they would be sending that car off to have that tiny little ding repaired (I'll give them the benefit of the doubt and suggest it might get done at the end of its lease as part of a job lot of minor damages) but they have otherwise lost your future custom, possibly for a long time and probably not just in Italy, for the sake of €300. Throwing common sense and any lessons in good customer service right out the window. What a pillock!
|
|
|
|
Post by cbeaks1 on Sept 3, 2019 7:15:18 GMT
Are the hire firms getting worse? On my last trip to Portugal the lady behind the desk threatened all sorts of towing fees and police fees if I didn’t take their insurance, even though I had an excess policy. Goldcar -avoid if you can.
|
|
|
|
Post by johnc on Sept 3, 2019 8:00:18 GMT
Car rental companies are all at it, big time.
We rented a car in Malaga about 2 years ago and it was covered in scratches and dents. I took photos of everything and then got the rental guy to come and mark everything on his sheet. It took bloody ages and he wasn't happy but my first thought when I saw the car was that I was being set up. However when I have hired and taken all the insurance from the hire company, I get a nice clean and pretty immaculate car and they just take the keys at the end and hardly look at it.
When hiring a car I just want something to drive that I can hand back with no hassle even if it's damaged. I don't want additional costs.
|
|
|
|
Post by LandieMark on Sept 3, 2019 8:49:30 GMT
Car rental companies are all at it, big time. We rented a car in Malaga about 2 years ago and it was covered in scratches and dents. I took photos of everything and then got the rental guy to come and mark everything on his sheet. It took bloody ages and he wasn't happy but my first thought when I saw the car was that I was being set up. However when I have hired and taken all the insurance from the hire company, I get a nice clean and pretty immaculate car and they just take the keys at the end and hardly look at it. When hiring a car I just want something to drive that I can hand back with no hassle even if it's damaged. I don't want additional costs. That's why I always used Sixt in Mallorca. Their rental was better priced than anyone else, they had better cars and included full insurance for the same money or less than the other main companies without insurance. They don't do that everywhere though. |
|
|
|
Post by PetrolEd on Sept 3, 2019 9:00:52 GMT
I had to take out the full insurance in Kefalonia a few years back as I wasn't happy given the language used by the rep that I wouldn't be stung for something on its return.
The joy I took in taking it down the roughest tracks and finding thorn bushes to add some nice patina to the paintwork. Best 80 euros I spent.
|
|
|
|
Post by johnc on Sept 3, 2019 9:07:22 GMT
That's why I always used Sixt in Mallorca. Their rental was better priced than anyone else, they had better cars and included full insurance for the same money or less than the other main companies without insurance. They don't do that everywhere though. I tend to use Sixt too but the last two times we have used them in Malaga, they added on the tyre and glass insurance without my request and I had about £100 charged on my credit card when I got home - I have managed to get it removed both times and received a refund and apology but it must be the bonus culture on site which is driving these illegal practices. I still use Sixt most times but make it clear at the desk that I want nothing else added on. |
|
|
|
Post by racingteatray on Sept 3, 2019 9:08:11 GMT
Car rental companies are all at it, big time. We rented a car in Malaga about 2 years ago and it was covered in scratches and dents. I took photos of everything and then got the rental guy to come and mark everything on his sheet. It took bloody ages and he wasn't happy but my first thought when I saw the car was that I was being set up. On the other hand, the 500L I had from Avis, which had 62k kms on the clock, also had a full 62k kms' worth of dents, scratches, scrapes, dings and creases, plus stains in the interior and a chipped windscreen. To be fair the majority of this was on the pre-rent report, plus the lady on the desk apologised in advance for the state of it (remember it was dug out from the back of the lot in lieu of a Smart), and I photographed it all over before leaving.
I didn't have the extra cover because I never do (as I have a third party policy like my wife) and when I brought it back, the Avis guy didn't even bother inspecting it. He just checked it had a full tank of fuel and that was that.
|
|
|
|
Post by racingteatray on Sept 3, 2019 9:10:51 GMT
Are the hire firms getting worse? On my last trip to Portugal the lady behind the desk threatened all sorts of towing fees and police fees if I didn’t take their insurance, even though I had an excess policy. Goldcar -avoid if you can. I nearly always use Avis. Otherwise Budget (part of Avis), Hertz, Sixt, or Europcar. I refuse to rent from the Goldcars/Keddys/Fireflys etc of this world.
I did use Sicily-by-Car a couple of times without problem, but their on-line reviews are so awful that I don't want to push my luck.
|
|
|
|
Post by Martin on Sept 3, 2019 9:48:08 GMT
My preference is Sixt in Europe / Asia as they generally have some more interesting cars and they’re not in basic spec. The 320d I rented in Barcelona a few years ago even had some ‘BMW Individual’ bits plus adaptive suspension and the X3 in Dubrovnik had all sorts from HUD to surround cameras. I’ve used Avis a couple of times as well and they’ve been OK. Hertz are probably the best in the USA, best (more interesting) choice anyway, Alamo have been good in the past as well.
|
|
|
|
Post by Big Blue on Sept 3, 2019 10:16:23 GMT
I use Europcar almost exclusively as I get upgraded. The only time I’ve had to use (my) excess insurance was when I hit a deer. Paid up almost immediately.
I will add, however, that Europcar is a French company and the desk service at Nice was atrocious compared to Vienna this summer.
Speeding and parking tickets are my biggest bugbears.....
|
|
|
|
Post by michael on Sept 3, 2019 10:18:22 GMT
I used Europcar in Bergerac and couldn't fault them - even their desk staff were unfailingly polite and helpful. I was anxious about leaving the car keys in a deposit box as we dropped it off before their desk opened in the morning but it was all fine.
|
|
Deleted
Deleted Member
Posts: 0
|
Post by Deleted on Sept 3, 2019 16:46:07 GMT
The Enterprise rental place in Trowbridge would just write off that little ding. They show you a bit of paper with a circle about 2" across on it and say you only have to pay for any damage bigger than it.
|
|
