Carhood Brisbane Charged $574 for Two Minor Scuff Marks They Discovered a Day after Rental

I've been following Ozbargain long time, this is going to be my first post asking for advice from ozbargain community.

We decided to try new car sharing venture out there - Carhood on our last weekend Brisbane trip. We heard good reviews about them and everything from the start to finish went well until we received an email mentioning about scuff marks on the car. So an inspection was made when we returned the car and was all good. Then they discovered scuff marks next morning and only informed via email with the pictures and they wanted to charge us for the damages(or scuff marks).

pictures on the below links -
https://files.ozbargain.com.au/upload/260442/59218/briren126...
https://files.ozbargain.com.au/upload/260442/59216/briren126...

We had taken pics prior to rental, but we didn't get zoomed in pics to see small scuff marks, so we can't confirm if these are pre-existing. Carhood can't confirm this either. Out of the two, one is very small one, which normally would go under normal wear and tear. Now when we asked how much they wanted to charge us on the repairs, they brought us with a cost of 574$ for two scuff marks and no quotes or any invoices. When I asked about how they came up with the dollar figure, he mentioned 200$ per scuff mark and a days out of rental charge plus administration charges. 200$ for those scuff marks - Seriously!!. I wonder how can I fight them. Every time I ask them for more evidences, they come up with conclusion that it's caused during our rental and as per the contract we are deemed at fault. What if the scratches were caused after we dropped the car and on the way back from dropping us at airport. I have seen other complaints regarding rental cars in ozbargain forums , but nothing in regards to Carhood. I believe they are also going down the same path.

Can something be done in this case. Thanks in advance!

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Comments

  • Go to court, the return inspection was no problems so it has happened later.

    • we did ask about the return inspection, they mentioned they can do condition report upto 24 hours after drop off. Seems like they have many contractual clauses against us.

      • we did ask about the return inspection, they mentioned they can do condition report upto 24 hours after drop off.

        A return inspection 24 hours after returning the vehicle means that the company may charge the customers with any imperfections they want.

        The customer has the right to challenge the company’s claim in a small claims court. The customer may initiate a chargeback if the company proceeds to charge their cc while the claim is in dispute.

  • Show us your pics. If you left it in an airport carpark might be scuffed by passing luggage.

  • Another thing to say is that it looks like wear and tear which is specifically excluded. But saying that would mean you are admitting it happened on your watch of course.

    1. Payments for Damage and Accidents – Damage Waiver Cover:
      40.1. The Renter must return the Vehicle in the same condition as at the start of the rental
      subject to normal wear and tear. The Renter is responsible for all damage to the Vehicle,
      its theft or any third party loss.

    20 Wear and Tear:
    20.1 Carhood does not provide Damage Cover or protect against wear and tear on your Vehicle.
    20.2 Wear and tear includes small dents, nicks, scratches, scuffs, or scrapes of 5 cm or less (on the
    exterior and interior), in addition to wear on brakes, suspension, tyres, and your engine.

    • one of the scratches does look like 5cm+, the other should certainly fall under wear and tear. Also, they charged 200$ per scuff (no repair quote given). Does it take 200$ to fix a scuff mark!

  • When you pick up the car, you are expected to sign a condition report before you take delivery. You have a few moments to go through the car and once you sign, it is final.

    The car rental has the same oppurtunity.

    Tell them to refund your money. If they want some easy cash, they can initiate a court throw down.

    • When you pick up the car, you are expected to sign a condition report before you take delivery. You have a few moments to go through the car and once you sign, it is final.

      Not true, you can return and have extra damage or marks added to the condition report BEFORE you drive away.

      Often you sign all the paperwork and get the keys and condition report. Only then do you see the car. Ensure it matches the cond report, if it doesn't go back in and get it fixed.

      Done this many times before.

      • Uhhh. The only difference between what I said and you said is the order in which the condition report is presented.

        Either way, once you drive away, the condition report is final.

        • No you said

          You have a few moments to go through the car and once you sign, it is final.

          and its NOT final until you drive away, thats the difference between what you said and I said.

          So while they give you a few moments to go through the car papers and sign it, its NOT final, until you drive away.

          BIG Difference, you go out and find a massive dent, not on the cond report, you head straight back in and get said report corrected.

        • @JimmyF:
          That's what I meant by the order of the condition report.

          I typically have to walk around the car, look through the inside, sign the condition report and then I get the keys.

          And when I start driving, that's final. I guess you can be pedantic and say you can get the keys and not drive away but it misses the point entirely.

          You, the renter gets moments to inspect the vehicle. Once the vehicle leaves the compund or however you define the handover, the report is final. In this case, OP is saying the car has been received and signed for 24 hours ago. OP shouldn't be liable after the rental company signs the return condition report.

        • @tshow:

          I guess you can be pedantic and say you can get the keys and not drive away but it misses the point entirely.

          pedantic? Oh please, 99% of the time when I get a rental car, the paperwork/keys are done nowhere near the car! For example at an airport, you sign the paperwork inside and pick up the keys. Car unseen.

          You then need to go outside and find your car in the lot.

          Nothing like the way you describe it.

          You, the renter gets moments to inspect the vehicle. Once the vehicle leaves the compund or however you define the handover, the report is final.

          Yep, once you start to drive it, the report is final. But again, you don't get only moments to inspect as you claim, you can take your time, spend 10-20 mins if you like. No one is rushing you out.

          I do a walk around, take photos. Check any marks or dents are on the report. If not, I then head over to the guy in the yard doing the returns to see if they can update the cond report or to the checkin desk to have the report adjusted.

          What I find so funny, is you claim its some rushed job, that only gives you seconds to inspect the car, when really you have all the time in the world. You also have all the rights to update the cond report before you drive away. The fact is, most people are in such a rush, they fail to do these things and it bites them on the return.

        • @JimmyF:
          Firstly, I never said seconds. I said a few moments because we are comparing a reasonable amount of time, ie. 10-20 minutes with the rental agents within walking distance vs 24 hours with the customer long gone.

          My rental scenarios have been different. The car is actually brought to waiting bays near the reception by their cleaners/jockeys.

          Either way, pointless rambling at this point. Main point remains unchanged. Once the customer accepts the car, however it is purportedly defined, the condition report is final. Once the return condition report is complete, the customer gets a carbon copy and that too is final.

        • @tshow: now who is being pedantic?

  • Carhood can't confirm this either

    If they can't confirm or have photos of the car before pickup, their case is really weak.

  • credit card charge back through bank ??? & tell them to take you too court

  • Tell them that you’re not gonna pay.

    Apply for a new credit card so that when you default on the existing card, it’s no hassle to you.
    And also try to buy your forever home in the meantime so that nasty default doesn’t screw you up in the long run.

  • have they taken the $574 off you yet? if not , do not let them. If they have, credit card chargeback , or take them to small claims court.

  • Fight it, tell them you're not paying as you were not responsible and let them take you to court over $500 if they want to. You can fight them over both responsibility as well as the cost. You don't need much more than a rag and water to get rid of those marks FFS.