On July 7, 2014 I rented a 2014 Hyundai Santa Fe from National Car rental at the Denver International Airport for a 3 day excursion into the mountains for an assignment. As I am a Emerald Club member I picked up the car in the SUV aisles located under large parallel metal canopies. My son and I inspected the SUVs and he helped me pick the car since it was 'clean' compared to the other SUVs which were dirty, or smelled funny. We picked up the car around 8:00 a.m. and drove it off the lot together after inspecting the car (8:16 a.m.). It was brand new with no damage.We spent 3 wonderful days in the southwest corridor of Colorado, mostly sunny everyday, taking pictures and enjoying the small mountain towns by Red Mountain pass. By far one of the best excursions I've taken in awhile because everyday was almost perfect.

On July 10, 2014 we returned the car to National at 8:10 a.m. A young lady greeted me in the Enterprise/National return car bay, she walked around the car and inspected it, checked the mileage, asked if I had all my belongings and how the rental went. I said it was a perfect time and thanked them for such great service.

Imagine my surprise when I get a phone call 21 days after the fact (July 31,2014), claiming that I am responsible for $1800 worth of hail damage on the car (the statement they emailed me reflects $1977.00)! I am completely caught off guard when the agent from the Damage Claim Department starts to become rude and adamant that I am responsible for the damage. I am confused by the accusation and ask if there is an agent assigned to this claim. He informs me that the entire state of Colorado had hailstorms during my rental and that the damage is extensive. I commented that the area of Colorado we were in did not experience any hailstorms and I have proof from my photos. Then the emails start to pour in. On the initial call, the agent keeps claiming that the date of loss was July 10, 2014 (which is the day I returned the car at 8:10 a.m.), how is this possible if I returned the car and there wasn't even enough time for a hailstorm to happen to cause the damage?

Well, guess what? After the call, the paperwork NOW starts to reflect the date of loss as July 9, 2014 (the day before I return the car), which immediately raises a 'red flag' to me. After this point, I become persistent in requesting a damage report, photos and a police report. I have tried to insist to every agent that I speak with that the damage could not have been incurred on the vehicle during my rental period, but to no avail, even after the fact that I have witnesses and photos to prove the vehicle was unscathed from hail. I had to escalate the matter to a manager, who is located in Seattle, WA, no less, who said she would investigate the matter further and speak with her supervisor regarding this matter.

Their resolution: they have agreed to split the cost on the damage. Whooooooaaaaaaa....Wait a minute? Now they are willing to negotiate the price on the damage? That's another 'red flag'! Why would they negotiate damage costs when they were so adamant to proclaim I was responsible? Then, I get the pictures of the damage done to the car. First thing I notice is the unusual pattern of the damage. It's all on the left side of the car (driver's side) with only a few on the hood. If I was involved in a hailstorm, wouldn't the damage be consistent across the vehicle, especially the roof and hood? I'm no expert, but this pattern is consistent to the car being partially under a carport or canopy (which is consistent to the car lot where I picked up the car initially for my rental). Not only that! The date of the photos and invoice are labeled July 16, 2014. Why did they not take photos of the damage immediately so the claim can be filed? Why wait 6 days later to take photos and invoice damages with a collision company, after the fact? It was at that time, I knew I was being taken advantage of. I will NEVER rent from this company again. I know I'm not the only victim as this has repeatedly happened before, but I'm not going down without a fight. I have been an Emerald Club member and Enterprise Club member for over a year and getting ready to reach Executive Level! Not anymore...if this doesn't get resolved. I have given them WAY too much business to be taken for a patsy! I am angry and frustrated that a 'prestigiuos' company like National/Enterprise/Alamo have to resort to such 'unprofessional' practices to make profit. They just lost a customer for life!

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6 Updates & Rebuttals

Benu

Denver,
Colorado,

Keep At Them!

#2Author of original report

Thu, September 18, 2014

Hi Jordan :)

I saw your comment and I say keep at them! Demand pictures and estimates (*it's your right as the consumer to ask for these). If you can get any supporting documents or pictures to support your story, get them. Keep every email, letter and phone conversation (voicemails) you receive from National. I know this is frustrating but if you give them a fight they wil have no recourse but to drop the claim due to the fraudulent ways they process their insurance claims.

Most importantly, if you have the receipt they gave you when you returned their vehicle, that will verify that an employee validated your return with no damage to report (*it timestamps and dates the return and the employee printed it on site-always get an email reciept also). Specifcally, pay attention to dates (rental time period, time/date of reported damage, invoices, date of loss, etc.). These all play factors to the claim that they are pursuing with your insurance company. Also, get your insurance company involved (*you pay those premiums for a reason), let them know you feel you are being victimized by National and their claim is false. They will refuse to pay National and not only that, let them know that National is claiming fraud.

You can also report National to the local Consumer Protection Services through the Attorney General's office for consumer fraud. Do NOT let National pay for something you did not do! This is how car rental companies make their billions (*not the rental rates, it's the insurance scams they pull on unsuspecting customers to milk the insurance companies). I know this is time-consuming but you are only one of thousands of customers they do this to everyday. Sadly, it is a 'normal' practice for them as they own 3 national companies and also operate overseas. Frightening huh?

Good Luck and Rate the hell out of them on every consumer site possible! ;)

Jordan

Royal Oak,
Michigan,

Same Issue

#3Consumer Comment

Thu, September 18, 2014

I am also currently going through a hail damage case with National located at DIA. As a long time Emerald Club member I am infuriated to be treated this way.

I walked around my car the day of pick up and found no observable damage. Upon return the clerk and her supervisor proceed to point out an unnoticeable isolated case of hail damage in about a 3in circle in the center of the hood. Now they are claiming up to 250 spots of damage across the car.

I disputed my claim but that got me nowhere. I was never once contacted about my claim after filling the dispute. I was just contacted informing that I was indeed responsible demanding payment in 10 days! I have never felt so scammed in my whole life

Benu

Denver,
Colorado,

General Manager Update

#4Author of original report

Fri, August 22, 2014

On August 21, 2014 I received a call from the General Manager at National at DIA. He wanted to clear the matter up and asked if I could produce the receipt that the young lady in the bay handed me after her inspection. He asked for me to email it to him and that would close the matter. *Note: When you return the rentals, they approach you in the bay, normally they will print out the generated receipt from the handheld device and ask if you also want an email receipt sent to you too. It's always best to ask for both because it's easy to lose the little receipt they normally give you. And the good thing about the email receipt is that it actually dates and timestamps it for you from the handheld device so there's no discripencies.

I emailed him the receipt with the date and timestamp and he emails back he's out til Monday until further review.

Benu

Denver,
Colorado,

Update: Letters and Pictures

#5Author of original report

Tue, August 19, 2014

These are the letters and pictures I received from National Car.

Report Attachments

1 / 9

After dispute, new letter with changed date of loss (7/9/2014)???

2 / 9

3 / 9

4 / 9

5 / 9

6 / 9

7 / 9

8 / 9

9 / 9

One week later they still stand by their investigation.

10 / 9

Initial letter with date of loss as 7/10/2014

❮ ❯

Benu

Denver,
Colorado,

Letters and Pictures from National

#6Author of original report

Mon, August 18, 2014

I recently received the pictures and am going to post the pictures from the collision company with the estimates. Please review these documents to coincide with my complaint.

Report Attachments

Why did they take pictures and do invoice on 7-16-2014 when loss was reported on 7-10-14?

The invoice showing the total of $1977.50 (more than what the agent quoted me $1800).

After disputing claim for a week they send this letter.

7312014-Initial letter claiming date of loss on 7-10-2014

Nationalcar Cares

Saint Louis,
Missouri,

We Are Listening

#7UPDATE Employee

Wed, August 13, 2014

We’ve taken note of your comments and would like the opportunity to look into this for you. Please send us a detailed email to [email protected] including the exact rental location, your contact information, your rental agreement or reservation number and any further information regarding your experience with us.

Please reference #140813-002632 in the subject line of your email. We look forward to assisting you soon.

Respectfully,

Maurice

Social Media Coordinator

National Rent-A-Car

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