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You don t have to read this site every day to know that fraudulent car rental damages are a big problem, at least as far as customers are concerned. If you re a car rental agency, you might call it something different, ranging from no problem to profit center.
But at least one car rental company says it s on our side. It s Bandago , a San Francisco company that specializes in van rentals. After I wrote a story about the problem of fraudulent claims for Auto Rental News, a trade magazine, last year, I got an unexpected call from its CEO, Sharky Laguana.
I have been giving this issue a lot of thought lately, he said. My company has started sending out the email below whenever we find damage on our rental vehicles. I was hoping to get your feedback. Does this look fair and reasonable to you? Any suggestions you might make?
This email is to let you know that damage was located on the vehicle you returned to Bandago. Right now our understanding is that the following new damage was located on your vehicle upon its return:
We are very careful with all damage claims, and every claim is reviewed multiple times at different points by different people. We will compare pictures taken at both the start and end of the rental, look at the rental agreement, review any accident report forms, and of course welcome any feedback or information you may have about this damage.
Damage is not a profit center for us (it is a significant expense!) and there is no point in the process where we experience a net gain. We value our relationship with our clients, and will be completely transparent with you at every step of the process, about what we are doing and why.
5. Please note, in cases where the damage is purely cosmetic, we may have to delay getting car rentals in memphis an estimate in favor of honoring our existing car rentals in memphis reservations. Because we specialize in long term rentals, this can result in significant delays upon occasion. However, we will always thoroughly document the damage in question with photographs before the vehicle leaves our possession.
6. Once we have determined the amount required to complete car rentals in memphis repairs you will have the option to pay our out-of-pocket costs for repair (i.e. exactly what the repair shop bills us), plus loss of use (as allowed by law) if the vehicle will be in the shop for more than a day or two. Or, at your option, you may ask us to bill your insurance company.
8. Due to the extra time, expense, and labor involved in settling a claim with insurance companies, car rentals in memphis our claim will be for all losses we are legally entitled to depending on the state the rental started in (this can include tow, repair, administrative fees, loss of use, diminishment of value, etc.).
9. Please keep in mind that you may still be responsible for the insurance deductible, as well as any expenses not covered by your insurance policy. Some insurance companies car rentals in memphis have exclusions car rentals in memphis in their policies for administrative fees, loss of use, etc. These costs can be significant. We advise checking with your insurance company car rentals in memphis before car rentals in memphis telling us to pursue the claim with them.
We know no one is happy about being responsible for damage. On the other hand, we hope you understand that there is no way we can stay in business if we are forced to absorb all the expense of damage caused by our renters. car rentals in memphis At all times we will do our best to make sure the final resolution is fair to all parties.
Bandago refers to this notification as a customer bill of rights, but I think it s more of a disclosure form that addresses some of a driver s fears about the damage claim process. Either car rentals in memphis way, I think it s an important step toward fixing this problem.
I ve been giving this issue some thought, too. I m a big believer in preventive medicine, and the consumer advocate in me says that sending out a notice that says damages were discovered after you returned the vehicle should be unnecessary. Any problems should be identified car rentals in memphis when you return the car.
What would you do if you received the email from Bandago? car rentals in memphis Personally, I think it s refreshingly honest and I might feel a little bit better about the claims process. The company should be commended for trying to fix a chronic car rental industry problem.
No, I would absolutely not rent from this company. In reading car rentals in memphis the fine print, it is clear that this is an attempt to gain favorable publicity while still engaging in some of the shady practices of the auto rental business including charging car rentals in memphis for, and I quote,
our claim will be for all losses we are legally entitled to depending on the state the rental started in (this can include tow, repair, administrative car rentals in memphis fees, loss of use, diminishment of value, etc.).
Administrative fees are the very definition of a profit center for a rental car company. These are fees that the company car rentals in memphis charges and retains. Processing paperwork is a cost of doing business and shouldn t be passed on. Its one of those clauses that shady attorneys put in contracts on the request of dubious clients.
I don t much care about the question, but I do believe that you re wrong in one thing Chris. car rentals in memphis The burden of proof isn t on me to prove that I didn t damage a car. The burden of proof is on the rental car company. In any civil action, car rentals in memphis the plaintiff must have a preponderance of evidence. It s not enough to trot out a damaged car and say that so-and-so damaged it. As such, it s in the best interest of the rental car company to take pictures before car rentals in memphis and after. It can be in the renter s interest as well, but ultimately it s really on the company to provide proof.
@facebook-1284012132:disqus Simple question If the renter caused the damage, why should the rental company pay the money to have an employee supervise the process and lose the rental income from the vehicle? After all, it was the renters actions that lead to the problem. Isn t that the heart of what lawyers claim in court when their suing the agency for something? Having said that, there s a large difference between a $50 fee which at what rental car company s pay is around 3 hours of time and $150 which is 9 hours. Loss of use is legitimate. There s now way to prove that they may have lost a potential rental because they didn t have x number of {fill in the blank}. I know I have walked away from a rental agency car rentals in memphis for that.
Now I do think that scope of a renters liability should end the minute that the agency takes control of the vehicle. Sorry but finding a ding 2 days or 2 minutes car rentals in memphis later doesn t mean it happened while the vehicle was under my control. car rentals in memphis The person that pulled up next to me in the return line could have dented it. Ultimately, I think most of the issues that Chris writes about would go away if agencies were forced to do this.
@bbb804fff1b0b48e10eb25f66a2a45bb:disqus The issue in court has always been that exhibit #1 is the document that you signed at rental stating no damage car rentals in memphis and exhibit #2 is their inspection report showing damage. That s their proof of damage.
I might or might not rent from this company, it would depend on my needs at the time. Rather than an email when I arrived car rentals in memphis home, why not a printed copy before I leave the rental car rentals in memphis company. The email is alright but it does not deal with the major complaint which is damage claimed by the company after they accept the car back from the customer.
I have absolutely no love for rental car companies at all. Personally, I think that they should own any damage found after I turn the vehicle in. If I have to own anything I find after I drive off the lot, they should own anything after I walk off the lot.
I have frankly been told too many stories on both sides with damage blamed on renters when it was agency employees (guy hit pole moving it to from the return line to the cleaning station) or renters attempting to hide damage that they caused.
What s your problem? If you're having trouble with a business - any business car rentals in memphis - and you've reached a dead end, maybe I can help. Send me an email and I'll investigate. (I can't promise a fix, but I take every request seriously.) If you want to connect with other consumers, why not sign up for my free weekly newsletter , RSS feed or free daily email updates car rentals in memphis ?
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