Europcar NZ charging me damage fee

[ms1]

I hired a car from Europcar Auckland Airport this week and was shocked to see an excessive charge on my credit card the following day. I rang them and requested an invoice and saw a damage liability fee of $300. I asked what this fee is for and they said that they found a front bent number plate and a 200mm scratch on the right corner front bar.

Upon returning the car I parked it in the car park and returned the key to the Europcar stall inside the terminal. When I asked the girl for a tax invoice she told me that my card would only be charged after one of the guys had checked the car. I'm not sure at what time the car was actually checked. I can only assume that the damage was caused in between the time of me dropping the car and it being checked as I know that I didn't cause any damage.

It's a lesson for me as I've never been bothered to take photos of rental cars upon returning it when there is no one to check and sign off.

Does anyone know how I should approach the issue? They've given me a 1300 number to call in Sydney to lodge a dispute.

 

[VPS]

Be persistent - I had a problem a few years ago in Europe with Avis - $1100 excess which took over 6 months to sort out but I won in the end

 

[Pushka]

They are supposed to check for damage as you return it. If they didn't do that then I'd be challenging it.

 

[Andyzx]

Ask for photo's of both the amounts of damage and check the number plate against your invoice (it should show the plate)

 

[ms1]

I've spoken to the jokers this morning. They need to wait till the Auckland office sends back paperwork before I can lodge a dispute. It will take them 5-10 business days just to send the paperwork and lord knows how long to get the result of the dispute. In the mean time I have to explain to my employer why there's a $300 charge on my corporate credit card.

Not happy.

 

[lovestotravel]

They are supposed to check for damage as you return it. If they didn't do that then I'd be challenging it.

Umm NO

Upon returning the car I parked it in the car park and returned the key to the Europcar stall inside the terminal. When I asked the girl for a tax invoice she told me that my card would only be charged after one of the guys had checked the car.

Very common at many locations to return the keys inside, tell them the mileage and if it's full of fuel and then get a nice shock later on when they find a nice scratch.

I love renting in the USA as the major airports you get the receipt straight away and that pretty much eliminates any issues down the track

Hertz at LAX and a few other locations actually have a person at the gate entry who does a full walk around of the car looking for damage upon return and a very high quality camera system when you rent the vehicle so that any disputes are clear cut

I have never had a problem with Hertz, but Europcar seems to be the worse for damage charges

 

[Pushka]

Umm NO

Very common at many locations to return the keys inside, tell them the mileage and if it's full of fuel and then get a nice shock later on when they find a nice scratch.

What do you mean NO. I've always had my car checked for damage when it's returned. As recently as last week.

 

[Ansett]

The simple answer is

Take photos when you pick up and return. Yes it is a pain in the perverbial but it avoids these issues. Secondly show the attendant a series of pictures so that they are aware that this little goose aint going to be laying a golden egg for them.

 

[chrisb]

Hertz at LAX and a few other locations actually have a person at the gate entry who does a full walk around of the car looking for damage upon return and a very high quality camera system when you rent the vehicle so that any disputes are clear cut

There's a fairly large thread on flyertalk about hertz LAX charging people after the fact for large amounts of fuel despite filling up within a few Km of the return.

 

[Pushka]

The simple answer is

Take photos when you pick up and return. Yes it is a pain in the perverbial but it avoids these issues. Secondly show the attendant a series of pictures so that they are aware that this little goose aint going to be laying a golden egg for them.

Yep. I do that too. So easy with phones these days.

 

[lovestotravel]

What do you mean NO. I've always had my car checked for damage when it's returned. As recently as last week.

If you didn't cut the rest of my quote out you would have re-read what I already posted

Umm NO

Very common at many locations to return the keys inside, tell them the mileage and if it's full of fuel and then get a nice shock later on when they find a nice scratch.

Canberra Airport
Gold Coast Airport
Cairns Airport

Are three that I use often, where you always go inside and give them the keys, so it leaves the option of "later surprises" open

There's a fairly large thread on flyertalk about hertz LAX charging people after the fact for large amounts of fuel despite filling up within a few Km of the return.

Yep I have seen that thread!

 

[ms1]

The simple answer is

Take photos when you pick up and return. Yes it is a pain in the perverbial but it avoids these issues. Secondly show the attendant a series of pictures so that they are aware that this little goose aint going to be laying a golden egg for them.

I will do this in the future, as noted in my op.

Does anyone have any suggestions for the time being? I can't even do anything until they get the paperwork to me which will apparently take 5-10 business days.. Someone must be hand delivering it from Auckland.

 

[Pushka]

Maybe just don't outright say NO next time when someone reports a different experience than you. Like I said, I've never just left a car unchecked for exactly the issue the OP has had. I'd go find someone if I had to. I've done that in Launceston when a car had a lot of pre damage that wasn't marked on the sheet.

 

[lovestotravel]

Maybe just don't outright say NO next time when someone reports a different experience than you. Like I said, I've never just left a car unchecked for exactly the issue the OP has had. I'd go find someone if I had to. I've done that in Launceston when a car had a lot of pre damage that wasn't marked on the sheet.

Ummm you are not even talking about the same thing, so I don't need to do anything.

You are talking about PRE damage and the sheet which is BEFORE the rental.

For the 3rd time, when you return a car to some locations as the OP has indicated there is no-one outside and no-one is going to walk to your car just so that you can get the rental fully closed off.

 

[Ansett]

Ummm you are not even talking about the same thing, so I don't need to do anything.

You are talking about PRE damage and the sheet which is BEFORE the rental.

For the 3rd time, when you return a car to some locations as the OP has indicated there is no-one outside and no-one is going to walk to your car just so that you can get the rental fully closed off.

I have had employees leave the desk as I refused to take the car till some one had witnessed damage to an alloy wheel that ahdnt been recorded on the paperwork then done the same upon return. All be it this was inb the UK where it is more difficult fight even with pictures.

 

[lovestotravel]

I have had employees leave the desk as I refused to take the car till some one had witnessed damage to an alloy wheel that ahdnt been recorded on the paperwork then done the same upon return. All be it this was inb the UK where it is more difficult fight even with pictures.

Yeah as have I, but getting someone to come to the car to close off a rental is a different story I would say.

 

[markis10]

Always take pictures with an iPad preferably on pick up and drop off, I am amazed how often I miss damage on collection that shows in the photos, with an iPAD you have geotagging so its easy to prove they were taken at the premises.

 

[Pushka]

Ummm you are not even talking about the same thing, so I don't need to do anything.

You are talking about PRE damage and the sheet which is BEFORE the rental.

For the 3rd time, when you return a car to some locations as the OP has indicated there is no-one outside and no-one is going to walk to your car just so that you can get the rental fully closed off.

They have an office? That's where I would go to and get someone out to come and inspect, or get them to sign a waiver if they weren't prepared to do that.

Yeah as have I, but getting someone to come to the car to close off a rental is a different story I would say.

Ansett said they did that both on collection and close off.

And Yes, I was ALSO talking about pre damage. Just as an aside. Not the main game. There was no-one outside either so i walked back into the office.

OP, I think what ever happens it will take time to sort out. You could call your credit card but not sure that will help.

 

[lovestotravel]

They have an office? That's where I would go to and get someone out to come and inspect, or get them to sign a waiver if they weren't prepared to do that.

LOL - Please let me know how you go with that, when there is one person at the desk, it's late in the evening and they refuse to come to the car

I look foward to hearing them sign this waiver....

 

[coles525]

Always take pictures with an iPad preferably on pick up and drop off, I am amazed how often I miss damage on collection that shows in the photos, with an iPAD you have geotagging so its easy to prove they were taken at the premises.

or with gps mobile phone.