We recently rented a car from Enterprise in Phoenix. When we picked up the car, a representative inspected it with us. My husband noted a couple of small marks, but she said we shouldn't worry because "anything under 4 inches" was waived.

We drove on some dirt roads, so the car was quite dusty when we returned it and to say the representative eagerly went around the car like Sherlock Holmes looking for clues would be an understatement. She found a small scratch on the left rear bumper, which appeared to be possibly from someone backing into us, as we knew it wasn't done by our usage.

Before one could blink, we were hauled over to the processing office and our $256 bill jumped to $772 – of course, taken from our credit card without our authorization. Trying to get through to the rep assigned to handle our claim is impossible as she never is available on the phone.

– Carri Schoeller, Orlando, Fla.

Your suspicions are understandable. Why would one employee waive you off, while another one goes over the car with a fine-tooth comb? And why deduct the $500 from your credit card immediately when the full repair costs aren't known yet?

But there are three things about your story that I find troubling, and that Enterprise had nothing to do with. First, you found scratches on the car. Why didn't you note them on your rental agreement? Talk is cheap. You can almost be guaranteed that the person checking you in won't be handling your return. What if the second employee doesn't know about the 4-inch rule? Take pictures of your rental car and note all damage, no matter how small.

Second, did you say you'd gone off-roading in your rental? Most car rental agreements forbid drivers from taking their cars on an unpaved road. Even if they don't, it's a good idea to stay away from dirt roads in a rental car. The most common kind of car rental damage – the chipped window – can happen too easily when a car or truck in front of you kicks a pebble at you.

Finally, and perhaps most problematic, is that you agree that damage happened to your car while it was in your possession, though not by your usage. Unfortunately, it doesn't matter. If the car was dented when you had it, you're responsible.

I think both parties made mistakes, but I wanted Enterprise to take another look at this damage claim. It did, and notified you that it had dropped the claim and refunded the $500.

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Christopher Elliott is the author of the book "Scammed: How To Save Your Money and Find Better Service in a World of Schemes, Swindles, and Shady Deals" (Wiley, $24.95, 256 pages). He's also the ombudsman for National Geographic Traveler magazine and the co-founder of the Consumer Travel Alliance, a nonprofit organization that advocates for travelers. You can read more tips on his blog, elliott.org or email him at chris@elliott.org.

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