I picked up a hire car from Thrifty, Brisbane Airport last month. Unfortunately I backed into a garden rock and sustained a few scratches, maximum $300 worth of damage. Advised Thrifty of this when I returned the vehicle. They debited my credit card for $1733 to cover the excess. I wasn't too fussed about this as I thought by the time the card was due it would be sorted and my travel insurance would cover the excess. After 5 weeks I've had no correspondence from Thrifty, had to pay the $1733 to Amex as it was due. After numerous emails and phone calls to Thrifty Claims I'm still out of pocket. Thrifty have not replied to any of the calls or emails. Has anyone had this problem and how did they sort it out?
Thrifty Car Hire - Beware
LLibbers on 29/09/2013 - 09:19
Comments
Yes
Similar episode with EUROPCAR. Collected one of theirs from central Surfers which had clutch problems and broke down 3km …. yes 3km down highway. After the delay in waiting for RACQ, then waiting yet again for approval on where to tow it (airport no less), tow then receiving another vehicle. …. I was slugged for repairs (my credit card) about $700 to the clutch a month later. Fortunately I had Covermore insurance which paid all but $50 of the claim. Never ever again EUROPCAR and I will tell all that I can. I wonder if other parties were slugged for the repair bill too; no proof is there that I was the only sucker.
We are covered by 1Cover but need the paperwork from Thrifty to claim.
I don't understand what the problem exactly is?
They're not meant to return the money to you, they just take their $1733, which would have been the agreed excess at the time you signed your contract.
The cost of repair is nowhere near $1733. I was advised by Thrifty that the balance would be credited to my credit card. They haven't sent any paperwork to enable me to claim on my travel insurance.
This is just really terrible service. Europcar debited my credit card too without any warning. I seriously did not think they would have the nerve to pin the blame on me for their faulty car and actually complained that they should have credited me something back for loss of vehicle on that day (it did mess with my holiday plans). When I discovered the debit on my credit card I had to ring up to chase the documents too. If you are in the RAC then perhaps ring their legal section for advice. Who knows perhaps the RAC could chase them too. Would your private insurance company assist too? Hard to imagine the work wouldn't have been completed asap to get that vehicle back on the road or perhaps they haven't bothered as yet. Perhaps they want to double dip on the next unwary client too. Email them too and insist that they email the documents to you; this is what I did to hurry the process. I wonder if you could insist on 3 quotes like you do for a usual accident, although that may be another excuse for them to delay refunding you. I just don't trust hire car companies anymore and don't know how I can ever trust them again. I am seriously considering not hiring again after my unpleasant episode, and using public transport and taxis next holiday. I must say I was really pleased with the way Covermore (travel insurance) dealt with the claim; so professional, no hassles and quick, so I don't have any problems recommending them. This is even though I don't think I should have been forced to pay for their faulty car. I hope you have this matter resolved soon. I know how annoying it can be, especially when you have waited so long already. Good luck.
Thanks for your suggestions. I will take your advice and contact 1Cover, not sure if RACV will help but it's worth a try. I did contact Consumer Affairs but they said I had to go to VCAT. Will do this if it drags on too long.
In hindsight, I should have disputed the charge with Amex, this would have given me more time to pay.
I have now joined Defcom, who give discounts for travel including reducing car hire excess to $700.
Look at the reviews for almost any car rental company and you will see horror stories. All you can do is be familiar with the process and protect yourself the best way you can. My routine seems to be to not rent something middle of the road - the exotic cars get thrashed, the cheapest cars are treated with low-class respect (another way of saying thrashed)…middle of the road cars are more likely to be driven with indifference (not careless and not rally driving). I'll walk around the car and take photos from every angle. I'll specifically check the windscreen for any stone chips and take photos of these and point them out before taking the vehicle and make sure they're noted on the hire agreement and signed by the outlet. Never had a car break down yet - so not sure what I'd do in that case…though I did get a flat tyre in the outback on a 4WD once and the charge to repair the flat at the end was pretty steep - would have been cheaper to find a tyre place to fix it for $20 (though I've heard of a place that charges something like $500 to fix a flat on the Gibb River Road…and there's a queue of people waiting for that service too!!! - take your own P/R kit is my advice)
Sometimes screaming at the rental place is required - a friend was directed by the rental people to reverse into the lot when their car broke down while 2 wheels were still in the lot! thing is that this lot had those retracting puncture spikes with destroyed the 2 front tyres as they reversed the car (they could only reverse - no forward gears)…and they tried to get them to pay for the 2 tyres…they didn't (after much yelling). Not the best way to start a holiday.
putting a comment on twitter worked for me - sent Europcar several emails and didn't get a response - put a comment on their twitter feed for all to see and had a response to email to a different email address within ten minutes - have heard others post of facebook and get the same response
Thanks. Will give it a go.
The excess on hire cars is regardless of fault.. its clearly stated in the terms and conditions when you get your car ALL CAR HIRE COMPANIES are the same.. if you are worried about paying high excess you take the liability reduction insurance.
Thrifty will not return the excess, its the agreed amount and you have paid it. They have moved on and so should you.
End of the day, you had an accident and have to pay.
If they told you they would credit the diff back then you are lucky, because the terms and conditions state the excess is payable regardless and that's the end of it.
Having worked in car rental for many years (I no longer work in that industry) I can assure you, if you get $1 back from them you will be lucky. My advice in future pay the extra and get the insurance.. that's what its for!That doesn't make sense. If the damage to the car totals $300, why would you be expected to pay $1733 excess?
If your car is damaged and you have an agreed excess of $600 and it cost $500 and you get the insurance company to pay you would pay the $600 (granted you wouldn't get the insurance to pay it lol) it's the same thing.
When u hire the car u r told your excess and you pay it if you damage the car. Regardless of the repair cost or who is at fault.
They give u an option to reduce the excess at additional cost.No different from any other insurance.
Thrifty advised they would refund the difference. The problem is I need the paperwork so that I can claim on my travel insurance and they haven't sent it even though they said they would send it as soon as the car is repaired. The issue here is their lack of communication.
Yeah I agree. If they said they would then I certainly would follow it up via what ever means possible.
The damage might only be $300…but they're also looking for compensation for loss of income while the car is being fixed and that income is a magical figure.
I have a feeling whoever you spoke to at Thrifty didn't know what they were talking about - I have never heard of a car hire company refunding part of the excess. My advice would be to read your contract, because whatever that says will override whatever you were told by the person on the phone.
It's only scratches below the bumper, they won't even have it repaired.
Did you take any photos of the damage?