Feb 25, 2025
Imagine you returned a rental car and everything seemed fine. Soon after, you get a letter claiming there was extensive damage to the rental and now you owe a big chunk of money.
That’s what happened to Heather Brown of Glendale, Arizona who flew to Philadelphia with her son to visit her 88-year-old grandmother in Philadelphia who was hospitalized.
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Brown shared her story with Phoenix CBS Channel 5’s On Your Side. She rented a BMW from a car rental agency called Sixt Rent-a-Car during the visit and returned it four days later, receiving no comments at the return desk.
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“No one filled out any paperwork with me,” she said. “When they took my keys there was no system whatsoever so I didn’t know. They rushed us on the shuttle.”
But when she and her son returned to Arizona, Brown got an email from Sixt Rent-a-Car claiming she was responsible for $1,371.13 damages, to be paid in full, along with photos of tire damage she allegedly caused.
Challenging a rental car damage charge
Brown says she barely drove the car when she flew up to visit her grandmother, other than doing some sightseeing with her son.
She told the company she would not pay the $1,371.13. She heard nothing back for three months, and then the company repeated its claim. At that point, Brown reached out to On Your Side for help.
Investigative reporter Gary Harper contacted Sixt Rent-a-Car about the dispute, and the company immediately dropped the claim.
“I thought this was going to be a long huge battle and it wouldn’t go away and could possibly affect my credit,” Brown says. “I’m so relieved.”
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How to avoid rental car damage disputes
While Brown was able to settle her rental car dispute with help, there are steps you can take to avoid such disputes altogether.
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First, make sure you’re dealing with a reputable rental company. Look up reviews of the company before you use them. Depending on the feedback, you may be wise to avoid a poorly rated company, even if it means going with a more reputable company that charges a bit more.
In fact, while Brown was dealing with her dispute, she discovered numerous online complaints from former Sixt rental clients who had similar experiences with supposed damage charges.
While all rental car companies should inspect their vehicles before their next customer drives away, sometimes staff miss things.
- Before you drive off with your rental, ensure you inspect it with a staff member.
- Point out any scratches or other issues as you inspect the car together.
- Take pictures or videos of the car so you have a record of its condition (including pre-existing damage).
- Read your rental agreement carefully regarding your rights and obligations.
- When returning the car, speak with staff to see what else you need to do before handing the keys over, and confirm you’re on the same page about the condition of the car before you drove it.
In the unfortunate event you do end up in a dispute like Brown, communicate with the rental car company in a timely manner. Back up your case with your photos and videos.
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Sarah Li-Cain, AFC is a finance and small business writer with over a decade of experience.
