Dispute rental charge or cut my losses

Adrian1999

Hi MSE,

Hoping to get some peoples two cents on the situation. Is it worth disputing or challenging directly with the 'main office'/through their dispute systems, or should I just accept my losses and move on.

Hired a van for a quick, but big flat move. Unfortunately, without known impact or negligence on my part, and not detected on pre-pick up check, a scratch was found mid-top area of the car bonnet. The scratch was so obscure that it was only noticed at a certain angle, on a second lap of the vehicle's return check.

Scuff appears as two separate marks (3.1cms & 1.4cms, 1mm thickness) presumably from debris thrown up from the road and bounced along the bonnet. The damage itself was measured/considered from the start of one scuff to the end of the second scuff. Entering their classification of small damages 4-7cms.

A charge was requested of £249.95 for the damage and a minor damage service fee of £29.17. Regarding a specific itemisation, the £249.95 was not broken down. Additionally,  a scuff was noted on the windscreen but was not considered a chargeable issue due to its superficial nature, i.e: would not develop into a chip/crack (to be honest, I don't understand the rationale not to pick me up for the windscreen, and only for the bonnet).

The car company did/does not provide information on their classification of small, medium, and large damages in the terms and conditions. It was only verbally discussed. Would something like this not fall within fair wear & tear as part of BVRLA guidance? I offered and was refused the option to take the car to a professional and recognised repairer, which should be allowed as part of their conduct and membership to BVRLA.

Needed a little rant about this as the vehicle was only used for 4 miles, which within its small and short usage has costed a fortune. I know it doesn't matter, damage is damage, but £279.65 on top of the hiring cost and 'risk insurance' package which I normally never take directly from the hirer for only 4 miles.

bagand96

Ultimately it is the consumer's responsibility to check a vehicle over at pick up and accept it's condition.  If the damage wasn't noted on the paperwork at collection before you drove away then you will likely be liable when the vehicle is returned with damage.

That said, I do see your frustration.  It can sometimes seem suspicious when a hire company miraculously find some very small damage that would generally go unnoticed.  There was one particular company who had form for doing this and have been featured on TV consumer programmes for their practices.  It seems you have made reasonable attempts to engage with them.  I note the BVRLA do have their own complaints process and ADR which you might want to try - no idea how effective that would be, keep in mind the BVRLA are an industry body representing hire companies, and not a consumer organsiation.