Suspicious Damage Claim
#1
Original Poster
Join Date: Jul 2013
Location: Gulf Coast
Programs: Hilton Honors Lifetime Diamond; National Car Rental Executive Elite
Posts: 2,302
Suspicious Damage Claim
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.
#3
Original Poster
Join Date: Jul 2013
Location: Gulf Coast
Programs: Hilton Honors Lifetime Diamond; National Car Rental Executive Elite
Posts: 2,302
#4
Suspended
Join Date: Sep 2019
Posts: 2,094
#5
Original Poster
Join Date: Jul 2013
Location: Gulf Coast
Programs: Hilton Honors Lifetime Diamond; National Car Rental Executive Elite
Posts: 2,302
My bigger concern is that this big “unrepairable” crack, supposedly in my line of sight, wasn’t found until well after I’d returned the vehicle. The photos provided show the vehicle had been moved and were taken a couple hours after the damage was “found”.
#6
Join Date: Sep 2013
Location: SFO/DTW
Programs: DL PM 0.5MM, Hyatt Globalist, HHonors Gold, SPG Plat, Marriott Gold, Avis PC, National EE, Hertz PC
Posts: 1,988
It should, yes. Not sure if there’s a deductible involved. I’m reading the policy now.
My bigger concern is that this big “unrepairable” crack, supposedly in my line of sight, wasn’t found until well after I’d returned the vehicle. The photos provided show the vehicle had been moved and were taken a couple hours after the damage was “found”.
My bigger concern is that this big “unrepairable” crack, supposedly in my line of sight, wasn’t found until well after I’d returned the vehicle. The photos provided show the vehicle had been moved and were taken a couple hours after the damage was “found”.
#7
Join Date: Nov 2013
Posts: 4,374
If you have a corporate code, you have someone in your corporation who's connected to a team at National that could make this problem go away. Find that person, relate your story, and have them tell National to knock it off.
#8
Join Date: Mar 2011
Location: Window Seat
Programs: National Executive, HHonors Gold, IHG Platinum, Hyatt Visitor
Posts: 2,495
Sounds like their car washing equipment probably damaged the windshield and they are attempting to blame you.
It is certainly possible there was a small chip in there that grew exponentially a few hours after you returned the vehicle... it is also possible pigs can fly.
This is a bogus claim.
Any idea if there were cameras in the return area recording the return transaction? I'd like to have them pull that tape to prove it was cracked when you returned it.
Given how many staff they've laid off you'd think the people who are left would be ethical and honest and glad to not have been laid off. Very sad.
Also those "close up photos" you were provided- is there anything on those photos that even proves this was the vehicle you rented?
It is certainly possible there was a small chip in there that grew exponentially a few hours after you returned the vehicle... it is also possible pigs can fly.
This is a bogus claim.
Any idea if there were cameras in the return area recording the return transaction? I'd like to have them pull that tape to prove it was cracked when you returned it.
Given how many staff they've laid off you'd think the people who are left would be ethical and honest and glad to not have been laid off. Very sad.
Also those "close up photos" you were provided- is there anything on those photos that even proves this was the vehicle you rented?
#9
Original Poster
Join Date: Jul 2013
Location: Gulf Coast
Programs: Hilton Honors Lifetime Diamond; National Car Rental Executive Elite
Posts: 2,302
#10
Original Poster
Join Date: Jul 2013
Location: Gulf Coast
Programs: Hilton Honors Lifetime Diamond; National Car Rental Executive Elite
Posts: 2,302
Sounds like their car washing equipment probably damaged the windshield and they are attempting to blame you.
It is certainly possible there was a small chip in there that grew exponentially a few hours after you returned the vehicle... it is also possible pigs can fly.
This is a bogus claim.
Any idea if there were cameras in the return area recording the return transaction? I'd like to have them pull that tape to prove it was cracked when you returned it.
Given how many staff they've laid off you'd think the people who are left would be ethical and honest and glad to not have been laid off. Very sad.
Also those "close up photos" you were provided- is there anything on those photos that even proves this was the vehicle you rented?
It is certainly possible there was a small chip in there that grew exponentially a few hours after you returned the vehicle... it is also possible pigs can fly.
This is a bogus claim.
Any idea if there were cameras in the return area recording the return transaction? I'd like to have them pull that tape to prove it was cracked when you returned it.
Given how many staff they've laid off you'd think the people who are left would be ethical and honest and glad to not have been laid off. Very sad.
Also those "close up photos" you were provided- is there anything on those photos that even proves this was the vehicle you rented?
The photo of the "crack" show no impact or origin point. It almost looks like a scratch going horizontally across the glass. Very likely from car washing equipment. The photos show a wet windshield and it wasn't raining at the time of drop off and I dropped it off inside a garage.
I'll ask around, but there are very likely no cameras close enough to prove the crack did/didn't exist. This is a large garage shared by a half-dozen rental agencies.
#11
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
Apparently this occured on a work-related trip and your employer's instructions are to decline all insurance. This presumably means that your employer either self insures or has coverage for this. Simply turn the claim over to whoever that is in your enterprise and have them deal with it.
No idea of the size of your outfit, but some places handle this in house and simply negotiate it out and others carry their own master policy and turn it over. Presumably you write up a report noting that this was not apparent at return as acknowledged by both you and National and that it is the sort of thing which would have been noticed. Forget all the stuff about what you would have seen over the 900 miles, this is about the "clean bill of health" at return. Not as though we're talking about damage to the undercarriage or whatever.
Enterprise-level people get more attention. Yes, there is the risk that if it is not dealt with that it will hit your credit card. But. stay on top of your employer's contact.
Also, check your own insurance. It may well have a deadline for notice. If so, provide that notice immediately,. Ultimately, that protects you.
No idea of the size of your outfit, but some places handle this in house and simply negotiate it out and others carry their own master policy and turn it over. Presumably you write up a report noting that this was not apparent at return as acknowledged by both you and National and that it is the sort of thing which would have been noticed. Forget all the stuff about what you would have seen over the 900 miles, this is about the "clean bill of health" at return. Not as though we're talking about damage to the undercarriage or whatever.
Enterprise-level people get more attention. Yes, there is the risk that if it is not dealt with that it will hit your credit card. But. stay on top of your employer's contact.
Also, check your own insurance. It may well have a deadline for notice. If so, provide that notice immediately,. Ultimately, that protects you.
#12
Suspended
Join Date: Mar 2002
Location: Canada, USA, Europe
Programs: UA 1K
Posts: 31,452
Apparently this occured on a work-related trip and your employer's instructions are to decline all insurance. This presumably means that your employer either self insures or has coverage for this. Simply turn the claim over to whoever that is in your enterprise and have them deal with it.
No idea of the size of your outfit, but some places handle this in house and simply negotiate it out and others carry their own master policy and turn it over. Presumably you write up a report noting that this was not apparent at return as acknowledged by both you and National and that it is the sort of thing which would have been noticed. Forget all the stuff about what you would have seen over the 900 miles, this is about the "clean bill of health" at return. Not as though we're talking about damage to the undercarriage or whatever.
Enterprise-level people get more attention. Yes, there is the risk that if it is not dealt with that it will hit your credit card. But. stay on top of your employer's contact.
Also, check your own insurance. It may well have a deadline for notice. If so, provide that notice immediately,. Ultimately, that protects you.
No idea of the size of your outfit, but some places handle this in house and simply negotiate it out and others carry their own master policy and turn it over. Presumably you write up a report noting that this was not apparent at return as acknowledged by both you and National and that it is the sort of thing which would have been noticed. Forget all the stuff about what you would have seen over the 900 miles, this is about the "clean bill of health" at return. Not as though we're talking about damage to the undercarriage or whatever.
Enterprise-level people get more attention. Yes, there is the risk that if it is not dealt with that it will hit your credit card. But. stay on top of your employer's contact.
Also, check your own insurance. It may well have a deadline for notice. If so, provide that notice immediately,. Ultimately, that protects you.
#13
Join Date: Aug 2019
Location: BER
Programs: OW Sapphire, *A Gold
Posts: 967
Am i missing something here?
I always thought that from the moment the car is inspected and you sign the drop-off receipt your responsibility for any visual damage to the car is over.
Anything after that is tough luck for the rental company.
How can they demonstrate that the damage didn‘t occur afterwards?
I always thought that from the moment the car is inspected and you sign the drop-off receipt your responsibility for any visual damage to the car is over.
Anything after that is tough luck for the rental company.
How can they demonstrate that the damage didn‘t occur afterwards?
#14
Suspended
Join Date: Mar 2002
Location: Canada, USA, Europe
Programs: UA 1K
Posts: 31,452
Am i missing something here?
I always thought that from the moment the car is inspected and you sign the drop-off receipt your responsibility for any visual damage to the car is over.
Anything after that is tough luck for the rental company.
How can they demonstrate that the damage didn‘t occur afterwards?
I always thought that from the moment the car is inspected and you sign the drop-off receipt your responsibility for any visual damage to the car is over.
Anything after that is tough luck for the rental company.
How can they demonstrate that the damage didn‘t occur afterwards?
#15
Original Poster
Join Date: Jul 2013
Location: Gulf Coast
Programs: Hilton Honors Lifetime Diamond; National Car Rental Executive Elite
Posts: 2,302
Apparently this occured on a work-related trip and your employer's instructions are to decline all insurance. This presumably means that your employer either self insures or has coverage for this. Simply turn the claim over to whoever that is in your enterprise and have them deal with it.
No idea of the size of your outfit, but some places handle this in house and simply negotiate it out and others carry their own master policy and turn it over. Presumably you write up a report noting that this was not apparent at return as acknowledged by both you and National and that it is the sort of thing which would have been noticed. Forget all the stuff about what you would have seen over the 900 miles, this is about the "clean bill of health" at return. Not as though we're talking about damage to the undercarriage or whatever.
Enterprise-level people get more attention. Yes, there is the risk that if it is not dealt with that it will hit your credit card. But. stay on top of your employer's contact.
Also, check your own insurance. It may well have a deadline for notice. If so, provide that notice immediately,. Ultimately, that protects you.
No idea of the size of your outfit, but some places handle this in house and simply negotiate it out and others carry their own master policy and turn it over. Presumably you write up a report noting that this was not apparent at return as acknowledged by both you and National and that it is the sort of thing which would have been noticed. Forget all the stuff about what you would have seen over the 900 miles, this is about the "clean bill of health" at return. Not as though we're talking about damage to the undercarriage or whatever.
Enterprise-level people get more attention. Yes, there is the risk that if it is not dealt with that it will hit your credit card. But. stay on top of your employer's contact.
Also, check your own insurance. It may well have a deadline for notice. If so, provide that notice immediately,. Ultimately, that protects you.