We have been visiting Mallorca for more than 20 years and we always rent a car, using various companies depending on availability. However, last October we had a horrible experience.
We had rented a car with OK Mobility at Palma de Mallorca airport. When we returned it, a member of staff scoured the site using a torch looking for “damage”. He found two small scuff marks on a hubcap. He then asked if we had pictures of when we picked up the car.
We said “no”, which wasn’t surprising as we would have had to get down on our knees with a torch to see what he had found.
He quickly said we would be charged for the brands and once we got home we were notified that it would cost £496. This seemed exorbitant to us, so we checked the amount with OK Mobility. His response was that we had taken the car without pointing out the damage, so it was all up to us.
We accept that under the letter of the law this is the case, but we doubt that this “damage” occurred even during our rental period, although we realize there is nothing we can do to prove it. Surely such a high cost is wrong? We asked OK Mobility for their repair estimate matrix, which they sent us, but we have no evidence that this repair work has been completed. We feel like we have been overcharged. Can you help?
Pat and Anthony Smyth, Baldock, Hertfordshire
It is strongly recommended to take out car rental excess insurance whenever you rent a car.
Responds the Mail’s party guru, Mark Palmer. This sounds awful and it seems like you are not the only one suffering from such accusations. Surveys among rental car customers routinely reveal dissatisfaction over “doubtful damage.” Which? Travel recently found that more than 40 percent of respondents said they had been charged for pre-existing scratches and dents.
Fortunately, after writing to us and after many months and emails, you have already received your refund. It took time, but OK Mobility finally admitted that the damage to the hubcap was already there and that the accusation was “erroneous.”
In his case, the company finally raised its hand and admitted that its staff had somehow made a mistake and even apologized.
However, it is rare for car rental companies to back down, and his case highlights the need to always be very careful when renting vehicles. The key to avoiding “misunderstandings”, according to the RAC, is to allow enough time to carry out a thorough inspection of the vehicle during collection.
This may seem tedious at the start of the holiday, but the RAC recommends photographing the entire journey, focusing on “wear and imperfections”. Pay close attention to the wheels/hubcaps – photos of all four are a good idea. Also take pictures of any imperfections inside the car.
All this must be done in the presence of a car rental employee, who must write down possible damage on a sheet with a diagram. When complete, take a photo of this sheet or request a copy, and also take a photo of the entire car, including its license plate and the number of the parking lot in which it is parked. Both the license plate and the lot number in the same shot are ideal. This entire process should take no more than ten to 15 minutes.
Then you’ll have everything you need in case a problem arises when you return. During delivery, which one? Travel advises requesting that the vehicle be inspected in your presence. Next you must take a photo of the signed damage report.
In the unlikely event that you are later charged for damages, which one? Travel recommends that you request evidence of the damage and how repair costs were calculated. Of course, if you have photos that show there was no damage, the car rental company will have nothing to go on.
Finally, it is highly recommended to take out car rental excess insurance whenever you rent a car; This will protect you against automatic excess liability, often up to around £2,500, regardless of whether or not you were at fault for the damage to the vehicle.
However, never do this at the car rental counter. It has been estimated that insurance from the rental company costs up to £205 more per week than booking independently before travelling. Which? Traveling suggests trying chewinsurance.com, questor-insurance.es and rentalcover.com – which came out better in a price comparison. Annual policies are available if you rent cars regularly.
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