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There's a dented fender on my bill!
Rent a car in Europe and you may get dinged. But there are ways to protect yourself.
RENTING a car in Europe this summer? Don't be surprised if you're charged for damages you say you didn't cause — or that don't exist.
Increasingly, bills for repairs are popping up on consumers' credit card statements long after they've returned home.
FOR THE RECORD:
Rental-car companies: A Travel Q&A column in Sunday's Travel section reported that Vanguard Car Rental USA Inc., which owns National and Alamo rental companies, was based in St. Louis. It is based in Tulsa, Okla. —
Rental firms deny any wrongdoing. But traveler Michael Remmert, for one, claims rental records are being changed after the fact. Remmert said he was dinged almost $1,000 for repairs a month after returning a Hertz car in Germany without a scratch. One year later, the matter is still in dispute.
Paula Rivera, a spokeswoman for Hertz, said that the corporation was "concerned" with Remmert's experience and that it was investigating the matter.
His credit card issuer, Bank of America, initially declined to remove the charge, then reopened the investigation at Travel Q&A's request. As this story went to press, the bank agreed to wipe out the repair bill plus almost $700 in late fees and finance charges.
Remmert, a Manhattan Beach cameraman, requested his rental records after getting billed. He said an unsigned "accident report" had been filed with Hertz under his name five days after he returned to the U.S.
Remmert said the accompanying repair estimate also raised his concern. It was written one month after the damage charge appeared on his card statement, he said, and included wear-and-tear fixes such as replacement of a door handle, door locks, window lever, door arm molding and wheel bearings.
"They did a complete repair job on my dime," he alleged.
Remmert's problem is a cautionary tale for Europe-bound travelers: Rent at your own risk.
"People here are getting ripped off left, right and center with hidden charges," said Michelle Southby, spokeswoman for Robert Evans, a representative of Britain who sits on the European Union's travel and tourism committee.
Evans is pushing for stronger consumer protections in car rentals. "If you pay by credit card for something in a shop or for a room in a hotel, that information cannot be used retrospectively with more charges added on," he recently told the EU commission. "However, this does seem to be happening in the car hire industry. There are many companies who charge people for damage that has not occurred or is very minor."
Car-rental complaints in Britain tripled in the first half of 2006, according to the consumer unit of the Office of Fair Trading. About 22% of those complaints related to overcharging and unfair business practices.
"Once they have your credit card, they can add any charges, and there's not much you can do," Southby said. "It's up to you to argue it over the phone across borders, which is not easy."
In April, the Times of London asserted that two rental companies — National and Alamo — paid bonuses to employees to charge customers for scratches and dents.
St. Louis-based Vanguard Car Rental USA (which owns both companies) denied the allegations when asked for comment: "We do not pay commissions, incentives and bonuses for finding damages," spokesman Charles Pulley said.
Some travelers allege that car companies are pressuring renters to buy insurance coverage; those who don't are more likely to be billed for mysterious damage, they say.
Phil Cameron, a San Francisco-based international travel attorney, claims he was charged about $200 for repairs after renting a car in Britain. Cameron says he returned the Alamo rental without a scratch, but the rental representative charged his credit card — while he was there — for repairs. When he tried to dispute the charge, the clerk told him to call Alamo, Cameron said.
In a written statement, Alamo said it is not the company's policy to "charge customers without knowing the repair costs" and that the company does not single out renters who don't buy insurance coverage.
Increasingly, bills for repairs are popping up on consumers' credit card statements long after they've returned home.
Rental-car companies: A Travel Q&A column in Sunday's Travel section reported that Vanguard Car Rental USA Inc., which owns National and Alamo rental companies, was based in St. Louis. It is based in Tulsa, Okla. —
Rental firms deny any wrongdoing. But traveler Michael Remmert, for one, claims rental records are being changed after the fact. Remmert said he was dinged almost $1,000 for repairs a month after returning a Hertz car in Germany without a scratch. One year later, the matter is still in dispute.
Paula Rivera, a spokeswoman for Hertz, said that the corporation was "concerned" with Remmert's experience and that it was investigating the matter.
His credit card issuer, Bank of America, initially declined to remove the charge, then reopened the investigation at Travel Q&A's request. As this story went to press, the bank agreed to wipe out the repair bill plus almost $700 in late fees and finance charges.
Remmert, a Manhattan Beach cameraman, requested his rental records after getting billed. He said an unsigned "accident report" had been filed with Hertz under his name five days after he returned to the U.S.
Remmert said the accompanying repair estimate also raised his concern. It was written one month after the damage charge appeared on his card statement, he said, and included wear-and-tear fixes such as replacement of a door handle, door locks, window lever, door arm molding and wheel bearings.
"They did a complete repair job on my dime," he alleged.
Remmert's problem is a cautionary tale for Europe-bound travelers: Rent at your own risk.
"People here are getting ripped off left, right and center with hidden charges," said Michelle Southby, spokeswoman for Robert Evans, a representative of Britain who sits on the European Union's travel and tourism committee.
Evans is pushing for stronger consumer protections in car rentals. "If you pay by credit card for something in a shop or for a room in a hotel, that information cannot be used retrospectively with more charges added on," he recently told the EU commission. "However, this does seem to be happening in the car hire industry. There are many companies who charge people for damage that has not occurred or is very minor."
Car-rental complaints in Britain tripled in the first half of 2006, according to the consumer unit of the Office of Fair Trading. About 22% of those complaints related to overcharging and unfair business practices.
"Once they have your credit card, they can add any charges, and there's not much you can do," Southby said. "It's up to you to argue it over the phone across borders, which is not easy."
In April, the Times of London asserted that two rental companies — National and Alamo — paid bonuses to employees to charge customers for scratches and dents.
St. Louis-based Vanguard Car Rental USA (which owns both companies) denied the allegations when asked for comment: "We do not pay commissions, incentives and bonuses for finding damages," spokesman Charles Pulley said.
Some travelers allege that car companies are pressuring renters to buy insurance coverage; those who don't are more likely to be billed for mysterious damage, they say.
Phil Cameron, a San Francisco-based international travel attorney, claims he was charged about $200 for repairs after renting a car in Britain. Cameron says he returned the Alamo rental without a scratch, but the rental representative charged his credit card — while he was there — for repairs. When he tried to dispute the charge, the clerk told him to call Alamo, Cameron said.
In a written statement, Alamo said it is not the company's policy to "charge customers without knowing the repair costs" and that the company does not single out renters who don't buy insurance coverage.
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