Daniel AReviewed on Oct 20, 2019, 3:11 PM
My fiancé and I and rented a vehicle with Hertz in Rome. We picked up the vehicle on October 5th, 2019 at 10:27 pm from Rome Ciampiano Airport. When the representative told us where to find the car, we asked him if he was going to do a damage inspection with us. He said it was dark, and we wouldn't be able to see, but that he would send us a file with all the pictures of the vehicles damages. We left the premises and went directly to the Central Park Marriot Hotel, which is outside the city center and has secured parking premises. We parked the vehicle ourselves, and it was not parked near any other vehicles. In fact the lot was 99% empty. In the morning, we checked out and upon returning to the vehicle in daytime, we inspected the vehicle ourselves and took pictures of all the damages (please see the attached file). The car had scratches on right frontal and right back panels, but the scratches were old without any fresh marks as we inspected it ourselves in the daylight.
We returned the vehicle on October 12th at 10:40 am. To our surprise, the Hertz representative said there was new damage on the car. We informed him that we had pictures of the vehicle that show the damage was there from when we got the vehicle. He asked us to give him a minute, and he went over to speak to what we assume was the manager. When he came back over he said okay. We asked so there will be no charges for damage. He said no and circled the charges of 162.15 euros (please see the attached file). With that we headed for our flight.
Upon our return my fiancé received an email from Hertz stating that new damage was done to the car with an estimate of collision damage repair. Now with internet access, he checked his email and found the Vehicle Condition Report and the Damage Appraisal Report.
Few things to note:
The Vehicle Condition Report photos are dated back as far as June 6th, 2019 and August 6th, 2019. That is 2-4 months before we rented the vehicle on October 5th. Therefore, it’s safe to say that the Vehicle Condition Report was not up to date and accurate.
We, not Hertz, have the most recent pictures of the Vehicle Condition, which were simply hours after having rented it (12:30 pm on Oct 6th). The only reason being for that is that it was night, and it wasn't possible to take pictures when we got the vehicle.
Two of your representatives assured us everything was okay. The first one saying all damages would be in the PDF file and emailed, but he sent us old photos. The second agent greeted us at the Leonardo da Vinci-Fiumicino Airport assuring that we were good to go, and the damages they thought to be new were not. But now here we are dealing with this, asking us $600 for car repair.
Hope this won't happen to anyone in the future.