potential liability for damages I did not incur.
Let me explain the dilemma from the onset. My reservation for a mid-size car honored and after suffering through the litany of – offers or veiled threats: “California allows us to charge you a fee per day for loss of use in the event of damage, which is not covered by your insurance” to the “free gas refill” because gas is $4.00 a gallon and we (Thrifty) only charge $3.86 a gallon, I was handed my keys and map and pointed to the driveway.
Surpise #1. The Kia Sorento I rented from THRIFTY was a USED 50k mile 2009 model covered with dings and scratches. Soaking wet, driver door open and back hatch shut, I was left to assume this was my ride. After walking around the vehicle and waiting for an attendent to do the usual exit exam, I tracked down the manager to ask who and when the damage report would be completed so I could get on my way.
“We don’t do that anymore,” was his response. “Huh? How do you know what damage I’m responsible for and how do I protect myself from FALSE ALLEGATIONS?” “Anything over a quarter in size is marked with a sticker and we know about it.” “Well there are over five such marks; including the entire rear bumper scraped to the paint thanks to years of suitcases and no such stickers,” I pointed out, snapping away with my vacation-ready camera. No such paper appeared and the “manager” walked away, no stickers forthcoming.Surprise #2. Only after I called Thrifty’s corporate 800 number, did I get any attention. As I explained to Brittney my frustration over their new policy, allegedly designed to “speed-up the process”, she offered to take down all the damage reports I dictated to her.
Surprise #3. Yet, when I asked for a transcript of our conversation, (proof I had properly listed the unmarked, over a quarter in size and all other obvious damages) she told me she had no way to send it to me. I offered a fax number or email, but apparently Thrifty hasn’t heard of these new technologies at corporate.
As I finished my photos and disconnected from the 800-help line, the local franchise manager magically re-appeared with the “stickers” he placed everywhere he decided until I pointed out several other “items” I felt were potentially costly. [caption id="attachment_5072" align="alignleft" width="300" caption="damage stickers on Thrifty rental cars"]
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Wow, 90 minutes later, I could leave with a some-what clear conscience and the hope this situation would not come back to haunt me.
Upon return, with a full tank and exactly to the minute I arrived back at the Thrifty San Diego location. The attendant on duty never walked around the vehicle; No exterior or interior inspection for damage, ,just a quick check of the fuel guage and mileage.
No follow-up, no surprises. However, please be aware this NEW POLICY of not noting damage before you leave with the car, could leave you feeling vulnerable unless you take the proper precautions to document anything you consider damage, if it were your car.
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Sarah Lee is an automotive writer, personal car concierge and commercial fleet manager. If you need free advice on your car problem, question, issue, contact her at sarahlee@mycarlady.com,mvides422@gmail.com,carlady@cox.net for a confidential conversation.
She has over 22+ years of experience. She writes about Cars, and is a staunch consumer advocate on car related subjects.
MyCarlady offers private, auto-related services to help you maintain your personal or commercial vehicles. Call Sarah Lee for more information: 702-521-7546
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