Drivers not at fault but charged anyway

Every year, thousands of travellers flock to Canada’s Rocky Mountains, renting cars and driving through the hills, in search of a glimpse of the elusive grizzly bear or roaming moose. Unfortunately, every year, a certain number of tourists also get into road accidents with these very same animals, causing thousands of dollars of damage to their rental cars.

Unfortunately, many renters are not aware that many car companies will charge a customer’s credit card for any damage incurred to the vehicle, even if the damage is not the driver’s fault. Getting a refund from the company can be a lengthy and exhausting process, which often requires assistance from a consumer watchdog or even the court system to accomplish.

“In certain circumstances, car rental contracts put a lot of liability on consumers, without allowing for discussion with the company in case of doubt,” says a report on car rental contracts published by Dublin consumer lobby group, the European Consumer Centre (ECC).

In the ECC report, the case of a French driver is highlighted. The driver rented the car in Ireland and was involved in a crash which damaged the car. The accident was entirely the fault of the other driver and the police issued a statement testifying to the fact. Despite all the evidence, the rental company charged the man’s credit card for €1,200, promising a refund once the issue had been clarified.

“After his return to France, this consumer was in constant correspondence with the car rental company for over a year but he did not get his refund,” said the ECC report.

Only when the ECC intervened did the company reimburse the man.

Almost half of all complaints received by the ECC last year regarding car hire companies involved consumers who had been charged for damage which they did not cause. Many had not been informed they would be charged.