Hertz

We recently rented an SUV from the Hertz in Richmond, VA for a week. During the pre-rental inspection, my wife noticed several scratches and a dent on the rear passenger door, which we asked that the rental agent mark on the damage report. When we returned the vehicle, the same rental agent claimed that the very same damage was new, and that we were liable for the repair. When he showed us the pre-rental damage check, he had only marked the scratches and not the dent. When my wife tried to explain that he had been shown the damage prior to the rental, he denied it and refused to admit that he may have made a mistake before the rental occurred.

Furthermore, he accused us of causing the damage and when pressed on the matter, backtracked by saying that "you may not have caused the damage, but it happened while you had the vehicle" (as though they were two separate concepts). My wife, who was not there for the return, asked the rental agent if she could come in and look at the damage, since the car was in her name. But, the rental agent said that the car had already been taken to their claim department at a different location. When she asked if she could go to the other location and check it out, he told her that he had already marked that she didn't want to see the damage (something she had never said). During the conversation, she tried to speak to the manager several times, but was denied each time.

We are going to check out the damage again tomorrow, but I'm certain our insurance will be charged for the damage. The moral of the story: Make sure that you document everything (write it down, take pictures, double and triple check). Otherwise Hertz will try and scam you out of your money. Furthermore, they will treat you rudely and like a criminal. Please use other companies if at all possible.