Suspicious Damage Claim
Apr 24, 2020, 9:04 am
#16
Original Poster
Join Date: Jul 2013
Location: Gulf Coast
Programs: Hilton Honors Lifetime Diamond; National Car Rental Executive Elite
Posts: 2,319
Agreed. Typically I'm pretty vigilant about this. Unfortunately, my oversight this time it's coming back to bite. Lesson learned!
Apr 24, 2020, 9:05 am
#17
Suspended
Join Date: Mar 2002
Location: Canada, USA, Europe
Programs: UA 1K
Posts: 31,452
Apr 24, 2020, 10:05 am
#18
Join Date: Oct 2002
Location: Beverly Hills,CA, USA
Posts: 160
Bummer...too late now, but in the future:
1. Always do a full video walk around of the car on the lot, and include the background so its clear where you are...if you can get an employee on the video, even better.
2. I use Amex with premium car protection...which is something like $18 for the full rental. It supposedly covers EVERYTHING and has a zero deductible...not sure how good it is as I've been fortunate never to have a claim, but Amex has been really good with virtually all their "benefits" I've used over the years. I don't travel that much, however, so it's not a big inconvenience...probably only rent cars a few times a year max.
Good luck with your claim!
1. Always do a full video walk around of the car on the lot, and include the background so its clear where you are...if you can get an employee on the video, even better.
2. I use Amex with premium car protection...which is something like $18 for the full rental. It supposedly covers EVERYTHING and has a zero deductible...not sure how good it is as I've been fortunate never to have a claim, but Amex has been really good with virtually all their "benefits" I've used over the years. I don't travel that much, however, so it's not a big inconvenience...probably only rent cars a few times a year max.
Good luck with your claim!
Apr 24, 2020, 12:17 pm
#19
Company Representative - National Car Rental
Join Date: May 2010
Posts: 47
I returned a vehicle at a non-aisle location. We completed the walk around and the agent said “everything looks good”. I agreed and got my receipt.
Later that day, the station called the secondary number on my account and left a voicemail indicating a chip in the windshield and requested a call back. No attempt was made to contact me directly.
I called back and the same agent indicated an “unrepairable” 6” long crack in the drivers side of the windshield, directly in the line of sight. I told him that’s not possible as I drove the vehicle 900 miles over the previous few days and most certainly would have noticed such damage. I asked why it wasn’t noted by either of us during the walk around. He said he completed a secondary inspection on his own and noted the damage.
I requested photos of the damage for insurance purposes, as windshields on new cars can run almost $2000. A while later, I receive close-up photos where the crack was circled in chalk. The photos were taken well after the vehicle had been moved as evidenced by the reflections in the glass.
He said to be on the lookout for a call from the loss mitigation department.
I didn’t take photos during the walk around. However, I can’t help but think they would have captured the windshield crack that neither of us saw.
Any tips on how to handle? I was on company business and booked using the company code.
Later that day, the station called the secondary number on my account and left a voicemail indicating a chip in the windshield and requested a call back. No attempt was made to contact me directly.
I called back and the same agent indicated an “unrepairable” 6” long crack in the drivers side of the windshield, directly in the line of sight. I told him that’s not possible as I drove the vehicle 900 miles over the previous few days and most certainly would have noticed such damage. I asked why it wasn’t noted by either of us during the walk around. He said he completed a secondary inspection on his own and noted the damage.
I requested photos of the damage for insurance purposes, as windshields on new cars can run almost $2000. A while later, I receive close-up photos where the crack was circled in chalk. The photos were taken well after the vehicle had been moved as evidenced by the reflections in the glass.
He said to be on the lookout for a call from the loss mitigation department.
I didn’t take photos during the walk around. However, I can’t help but think they would have captured the windshield crack that neither of us saw.
Any tips on how to handle? I was on company business and booked using the company code.
Apr 24, 2020, 1:50 pm
#20
Join Date: Oct 2019
Location: PDX, OGG or between the two
Programs: AS 75K
Posts: 2,863
As much as the whole picture/video thing sounds like a good idea I just can't see how you will be able to capture all parts of the car in good enough detail within a reasonable amount of time. Are you going to zoom in on each wheel in case they say you dinged one? Close-ups of the bumpers as they wrap under the vehicle? Like OP's situation - the windshield? Trying to photo an entire car without knowing what part will be needed later is just pissing into the wind. Plus, many of the drop off locations are in parking garages that are very dimly lit.
The bottom line is they walk around the car and give the nod..... you're done and out AFAIK. I just can't see them being able to come back after you like this and having it stick.
The bottom line is they walk around the car and give the nod..... you're done and out AFAIK. I just can't see them being able to come back after you like this and having it stick.
Apr 24, 2020, 2:28 pm
#21
Join Date: May 2010
Location: TPA
Programs: All The Programs
Posts: 2,203
Telling your own company travel team of the incident is great, but it doesn't do anything because your company doesn't initiate damage claims. National does. Therefore, National needs to contact your company.
LDW for corporate contracts is a pretty well-established process with National. National will ask your company to confirm you were traveling for business. Once your company confirms, then that's it. No further action necessary.
While I agree they can't really prove you damaged the car if they tell you well after dropoff .... I disagree that you can't get a quick video with sufficient detail. After all, you don't need high def images of the whole car. If you truly didn't damage the car, the mere fact that you have a video will likely be sufficient.
LDW for corporate contracts is a pretty well-established process with National. National will ask your company to confirm you were traveling for business. Once your company confirms, then that's it. No further action necessary.
As much as the whole picture/video thing sounds like a good idea I just can't see how you will be able to capture all parts of the car in good enough detail within a reasonable amount of time. Are you going to zoom in on each wheel in case they say you dinged one? Close-ups of the bumpers as they wrap under the vehicle? Like OP's situation - the windshield? Trying to photo an entire car without knowing what part will be needed later is just pissing into the wind. Plus, many of the drop off locations are in parking garages that are very dimly lit.
The bottom line is they walk around the car and give the nod..... you're done and out AFAIK. I just can't see them being able to come back after you like this and having it stick.
The bottom line is they walk around the car and give the nod..... you're done and out AFAIK. I just can't see them being able to come back after you like this and having it stick.
Apr 24, 2020, 3:19 pm
#22
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
Telling your own company travel team of the incident is great, but it doesn't do anything because your company doesn't initiate damage claims. National does. Therefore, National needs to contact your company.
LDW for corporate contracts is a pretty well-established process with National. National will ask your company to confirm you were traveling for business. Once your company confirms, then that's it. No further action necessary.
While I agree they can't really prove you damaged the car if they tell you well after dropoff .... I disagree that you can't get a quick video with sufficient detail. After all, you don't need high def images of the whole car. If you truly didn't damage the car, the mere fact that you have a video will likely be sufficient.
LDW for corporate contracts is a pretty well-established process with National. National will ask your company to confirm you were traveling for business. Once your company confirms, then that's it. No further action necessary.
While I agree they can't really prove you damaged the car if they tell you well after dropoff .... I disagree that you can't get a quick video with sufficient detail. After all, you don't need high def images of the whole car. If you truly didn't damage the car, the mere fact that you have a video will likely be sufficient.
When OP gets the invoice, he should pass it on to his employer, presumably having already raised it with the employer.
But, the point is that he ought to let his employer handle this at the enterprise level rather than getting mucked around.
Apr 28, 2020, 1:28 am
#23
Suspended
Join Date: Mar 2002
Location: Canada, USA, Europe
Programs: UA 1K
Posts: 31,452
As much as the whole picture/video thing sounds like a good idea I just can't see how you will be able to capture all parts of the car in good enough detail within a reasonable amount of time. Are you going to zoom in on each wheel in case they say you dinged one? Close-ups of the bumpers as they wrap under the vehicle? Like OP's situation - the windshield? Trying to photo an entire car without knowing what part will be needed later is just pissing into the wind. Plus, many of the drop off locations are in parking garages that are very dimly lit.
The bottom line is they walk around the car and give the nod..... you're done and out AFAIK. I just can't see them being able to come back after you like this and having it stick.
The bottom line is they walk around the car and give the nod..... you're done and out AFAIK. I just can't see them being able to come back after you like this and having it stick.
OP - any update?
Apr 28, 2020, 5:16 am
#24
Original Poster
Join Date: Jul 2013
Location: Gulf Coast
Programs: Hilton Honors Lifetime Diamond; National Car Rental Executive Elite
Posts: 2,319
Over the weekend, I received the notification from National’s Damage Recovery Unit. I forwarded it on to my employer.
May 4, 2020, 2:08 pm
#25
Company Representative - National Car Rental
Join Date: May 2010
Posts: 47
I returned a vehicle at a non-aisle location. We completed the walk around and the agent said “everything looks good”. I agreed and got my receipt.
Later that day, the station called the secondary number on my account and left a voicemail indicating a chip in the windshield and requested a call back. No attempt was made to contact me directly.
I called back and the same agent indicated an “unrepairable” 6” long crack in the drivers side of the windshield, directly in the line of sight. I told him that’s not possible as I drove the vehicle 900 miles over the previous few days and most certainly would have noticed such damage. I asked why it wasn’t noted by either of us during the walk around. He said he completed a secondary inspection on his own and noted the damage.
I requested photos of the damage for insurance purposes, as windshields on new cars can run almost $2000. A while later, I receive close-up photos where the crack was circled in chalk. The photos were taken well after the vehicle had been moved as evidenced by the reflections in the glass.
He said to be on the lookout for a call from the loss mitigation department.
I didn’t take photos during the walk around. However, I can’t help but think they would have captured the windshield crack that neither of us saw.
Any tips on how to handle? I was on company business and booked using the company code.
Later that day, the station called the secondary number on my account and left a voicemail indicating a chip in the windshield and requested a call back. No attempt was made to contact me directly.
I called back and the same agent indicated an “unrepairable” 6” long crack in the drivers side of the windshield, directly in the line of sight. I told him that’s not possible as I drove the vehicle 900 miles over the previous few days and most certainly would have noticed such damage. I asked why it wasn’t noted by either of us during the walk around. He said he completed a secondary inspection on his own and noted the damage.
I requested photos of the damage for insurance purposes, as windshields on new cars can run almost $2000. A while later, I receive close-up photos where the crack was circled in chalk. The photos were taken well after the vehicle had been moved as evidenced by the reflections in the glass.
He said to be on the lookout for a call from the loss mitigation department.
I didn’t take photos during the walk around. However, I can’t help but think they would have captured the windshield crack that neither of us saw.
Any tips on how to handle? I was on company business and booked using the company code.
We look forward to hear more from you soon.
Warm Regards,
Carol H.
Social Monitoring
National Car Rental
May 4, 2020, 2:09 pm
#26
Company Representative - National Car Rental
Join Date: May 2010
Posts: 47
NationalCares
I returned a vehicle at a non-aisle location. We completed the walk around and the agent said “everything looks good”. I agreed and got my receipt.
Later that day, the station called the secondary number on my account and left a voicemail indicating a chip in the windshield and requested a call back. No attempt was made to contact me directly.
I called back and the same agent indicated an “unrepairable” 6” long crack in the drivers side of the windshield, directly in the line of sight. I told him that’s not possible as I drove the vehicle 900 miles over the previous few days and most certainly would have noticed such damage. I asked why it wasn’t noted by either of us during the walk around. He said he completed a secondary inspection on his own and noted the damage.
I requested photos of the damage for insurance purposes, as windshields on new cars can run almost $2000. A while later, I receive close-up photos where the crack was circled in chalk. The photos were taken well after the vehicle had been moved as evidenced by the reflections in the glass.
He said to be on the lookout for a call from the loss mitigation department.
I didn’t take photos during the walk around. However, I can’t help but think they would have captured the windshield crack that neither of us saw.
Any tips on how to handle? I was on company business and booked using the company code.
Later that day, the station called the secondary number on my account and left a voicemail indicating a chip in the windshield and requested a call back. No attempt was made to contact me directly.
I called back and the same agent indicated an “unrepairable” 6” long crack in the drivers side of the windshield, directly in the line of sight. I told him that’s not possible as I drove the vehicle 900 miles over the previous few days and most certainly would have noticed such damage. I asked why it wasn’t noted by either of us during the walk around. He said he completed a secondary inspection on his own and noted the damage.
I requested photos of the damage for insurance purposes, as windshields on new cars can run almost $2000. A while later, I receive close-up photos where the crack was circled in chalk. The photos were taken well after the vehicle had been moved as evidenced by the reflections in the glass.
He said to be on the lookout for a call from the loss mitigation department.
I didn’t take photos during the walk around. However, I can’t help but think they would have captured the windshield crack that neither of us saw.
Any tips on how to handle? I was on company business and booked using the company code.
We look forward to hear more from you soon.
Warm Regards,
Carol H.
Social Monitoring
National Car Rental
May 4, 2020, 2:11 pm
#27
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
Jun 2, 2020, 9:39 pm
#28
Original Poster
Join Date: Jul 2013
Location: Gulf Coast
Programs: Hilton Honors Lifetime Diamond; National Car Rental Executive Elite
Posts: 2,319
Finally heard back from the DRU. They “reviewed the information pertaining to the claim” and made the decision to close it without any further impact on me or my insurance.
Jan 5, 2022, 10:06 am
#29
FlyerTalk Evangelist & Ambassador: China
Join Date: Aug 2005
Location: DEN
Programs: DL DM/MM, UA 1K, AA Exp, HH Dia, WOH Glob, IHG Plat, Marriott Gold, NA EE, Hertz PC
Posts: 17,419
This just happened to me for the second time already this year. Earlier this year I was at a location where you Park the car and then bring the keys inside. Company claimed there was a crack in the windshield that I didn’t see when I dropped it off. However, my credit card company covered most of the cost up to my deductible and I paid the rest out of pocket.
However, now on another rental National just sent me an email from the damage recovery unit about a forthcoming claim and I suspect it’s going to be another windshield claim. This location there was an agent that walked around the car inspected everything and give me a receipt.
I do not have pictures/video of when I dropped off the car. However this location there always is an agent inspecting the vehicle. Is there anything I can do to fight this or do I have to simply go through my credit card company again and hope I don’t have any more out of pocket?
However, now on another rental National just sent me an email from the damage recovery unit about a forthcoming claim and I suspect it’s going to be another windshield claim. This location there was an agent that walked around the car inspected everything and give me a receipt.
I do not have pictures/video of when I dropped off the car. However this location there always is an agent inspecting the vehicle. Is there anything I can do to fight this or do I have to simply go through my credit card company again and hope I don’t have any more out of pocket?
Jan 10, 2022, 10:19 am
#30
Suspended
Join Date: Mar 2002
Location: Canada, USA, Europe
Programs: UA 1K
Posts: 31,452
This just happened to me for the second time already this year. Earlier this year I was at a location where you Park the car and then bring the keys inside. Company claimed there was a crack in the windshield that I didn’t see when I dropped it off. However, my credit card company covered most of the cost up to my deductible and I paid the rest out of pocket.
However, now on another rental National just sent me an email from the damage recovery unit about a forthcoming claim and I suspect it’s going to be another windshield claim. This location there was an agent that walked around the car inspected everything and give me a receipt.
I do not have pictures/video of when I dropped off the car. However this location there always is an agent inspecting the vehicle. Is there anything I can do to fight this or do I have to simply go through my credit card company again and hope I don’t have any more out of pocket?
However, now on another rental National just sent me an email from the damage recovery unit about a forthcoming claim and I suspect it’s going to be another windshield claim. This location there was an agent that walked around the car inspected everything and give me a receipt.
I do not have pictures/video of when I dropped off the car. However this location there always is an agent inspecting the vehicle. Is there anything I can do to fight this or do I have to simply go through my credit card company again and hope I don’t have any more out of pocket?