Sounds similar to a situation I had with a local Enterprise. I frequently made personal rentals from them, and they had a very lucrative contract with my employer for business rentals, so they knew me and treated me pretty well. I totaled my car in July and rented from them for the duration of the ensuing insurance nightmare (on the insurance company's dime). The car they gave me this time was a piece of crap, stains all over the seats, scratches all over the car, and stank of cigarettes. We went over the damage pretty well but must have missed that scratch on the front bumper - my fiance was in alot of pain at the time and decided he wanted to go to the ER, so I was a bit distracted. Well, 62 days later when we return the hunk of junk, they spot the one scratch that wasn't marked on the form.

We fought the claims dept. on it. Even though I know it was my fault for not being more diligent, the car was obviously in bad shape when we picked it up, and I felt they could have given me the benefit of the doubt, especially since they knew me and I wasn't in the habit of dinging up their cars. I ended up paying $170 out of pocket to fix a damn scratch, but not before they attempted to file a claim with the insurance company (even though we were trading calls nearly every day and I said I wanted to pay it myself). Mind you, I doubt they did anything about the rest of the existing damage, so the whole thing just seems silly to me.

Long story I know, but the point is, I'm never renting from Enterprise again. Oh, and I always do a thorough walkaround.