Travel Troubleshooter: Damage? It's no new stinkin' damage

01/20/2013 12:00 AM

01/18/2013 1:48 PM

I'm having a problem with Dollar Rent A Car. When I picked up my car at Southwest Florida International Airport, they did not inspect the car with me, but told me to just go "pick one out."

The car had some minor paint damage on the rear bumper, but a sticker was attached indicating that the damage was previously identified, so I didn't give it any further thought.

Before leaving for the airport on my return trip, I walked around the car to make sure there was no damage to the vehicle.

There was none.

When I returned the car to Dollar at the airport, the guy didn't inspect the car, so I pointed out the sticker and damage on the rear bumper. He said, "Yeah that's previous damage."

More than two weeks later, I got a letter from Dollar demanding $239 for unspecified damage – no photos, no description.

I am furious. The absence of inspections with the customer is bad – but then, maybe they're not interested in good business practice.

I'm sure they get a lot of suckers to pay up just to avoid the hassle. Any suggestions?

– William Hicks, Carpentersville, Ill.

Let's start with Dollar. Sending a damaged car back into the fleet, as you noted and as an employee verified, was a bad idea. Dollar should have fixed the car and then returned it to the lot to be rented.

The sticker was an interesting idea, but stickers have a way of coming unstuck, and car-rental companies are not the best at keeping repair records.

Dollar should have also offered the opportunity to inspect the car with an associate, or at the very least allowed you to document your own inspection. Instead, an employee waved you off with a verbal assurance that everything was fine.

But everything was not fine.

You could have prevented this.

First, why did you select a damaged car? If you're ever given a vehicle in less-than-immaculate condition, don't accept it.

Second, you should have taken numerous photos of the vehicle, and carefully documented the damage. That's pretty easy to do with your cellphone or digital camera.

Finally, you needed to make sure that any pre- existing damage was noted in writing. If for some reason no one is available for an inspection, then at least find a manager and let him or her know about the problem.

Don't leave unless the dent is documented on paper. Verbal assurances are useless, as you now know.

Dollar's follow-up with you left something to be desired; waiting a few weeks before hitting you with a claim seemed suspicious. Why not ask you to fill out a damage claim when you're still at the airport? And why not send documentation of the damage and repair, as opposed to just a bill.

I contacted Dollar and it dropped its claim.

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