Missing parcel shelf charge

[etting]

Hi all,

I hired a car in Mallorca last month with Hertz and they’ve charged me for a missing parcel shelf, which seems to be a pretty standard scam.

The employees helped us and put our bags in the car. So we didn’t even get a chance to check there was – or was not – a parcel shelf. When we unloaded the bags there wasn’t one in the car but didn’t think anything of it, assuming that they had taken it out so it didn’t get lost.

When I took it back they instantly said “where’s the parcel shelf. They said they would look in their hub for it, but instead charged me £250. I’ve complained to the Balerics office but they are not being very helpful.

What options do I have?

[NorthernLass]

Can you open a dispute on your credit card (if Hertz refuse to help)?

We always photograph hire cars on collection, from now on I will make sure the parcel shelf, or lack of, is visible from the rear shot!

This kind of event seems to be getting to be a regular thing here!

[AndrewT]

Pictures of existing damage are always useful, but in this scenario a photo doesn’t really help as it doesn’t prove it wasn’t there when you collected the car, only that it wasn’t there when you took the photo.

Even if the car is clearly still in the depot, you can’t prove you didn’t remove it first.

[ChrisBCN]

I always make a quick video walking around the car, starting and ending with something that identifies the location. That should have picked up the parcel shelf or not.

[Lady London]

In the case of the parcel shelf missing or other car damage I’d trek back back to the rental office and have them write the damage on the form, their copy as well with their signature, words about the damage/missing as well as marking on the diagram of the car. Not just photo.

If too dark to see in car location late at night I always trek back and have too dark to inspect put4 on the form customer will check tomorrow mornimg when light and will call to report any damage.

[Hbommie]

I take a vid also, my current rental had a single bump identified and minor scratches, I’m expecting an interesting conversation on return as it’s a black car with multiple very small marks. But my excess insurance has been good in the past.

The missing parcel shelf is new to me but I always check spares/inflation kit and high viz gear.

[HughM]

At Rome-Fiumicino, Europcar offered me a compact car with no parcel shelf. Fortunately I noticed: it’s good to cover your luggage. It’s not an item they keep in stock; it meant going back to reception and restarting the hire process. They were supportive of my decision.

Tip if doing a vid: include the car roof outside.

[LD27]

HughM wrote:

At Rome-Fiumicino, Europcar offered me a compact car with no parcel shelf. Fortunately I noticed: it’s good to cover your luggage. It’s not an item they keep in stock; it meant going back to reception and restarting the hire process. They were supportive of my decision.

Tip if doing a vid: include the car roof outside.

Definitely look at the roof. I recently rented a car from Avis at Inverness Airport (dark and pouring with rain). Fortunately the car was white. The roof was badly damaged. Nothing was noted on the inspection form. Went back into reception, who didn’t believe me. They told me to go and take photos. I said I wasn’t prepared to leave the desk until someone came with me to inspect the vehicle. Not only was the roof dented but it also looked like an animal had scrapped its claws across the roof. Fortunately I’m quite tall, otherwise I would probably not have been able to see the damage.

[The real Swiss Tony]

We had this about 10 years ago – hired a car for a few hours from Europcar, Oxford to Gatwick. Got to Gatwick and they were “where’s the parcel shelf”. That was after they literally crawled all over the car with a blacklight looking for paint damage.

I suggested we call the police as either I was guilty of theft or they were guilty of fraud, which seemed to shut them up pretty quickly.

I would send a quick letter to corporate (not the local office) and tell them to reverse the charge otherwise you initiate a chargeback. Am doubting the parcel shelf is documented as an item in the hire note? I had a run in with Avis where I had reported damage and they charged me for it, but like this they made the problem even harder by making a completely outrageous price up for the damage (two scuffed alloys – £800). Once the chargeback hit, the grovelling from Avis was quite spectacular – but too late.

[Londonsteve]

These tales of woes underscore why I avoid hiring cars unless absolutely necessary and prefer to take Ubers and trains where they present a viable alternative. My travels have become less stressful and more enjoyable, as I’m no longer having to drive and can instead enjoy the scenery. Car hire firms have effectively lost a customer for life with their petty scams and I cannot be the only one. The trigger for my change in habits was actually the outrageous rates they were charging during the post-Covid travel boom during which time they were struggling to source enough cars, but they’ve done me a favour.

Instead of hiring a car many of us forget it’s still a viable option to take one’s own car on holiday via the ferries and tunnel while the cost of doing so often compares favourably with flying and renting a car.

[etting]

Thanks for all your responses…

My latest update is I emailed the UK CEO and got a response from hertzexecutivecareuk@hertz.com – so looks like they are picking this complaint up from here…

I’ll be sure to keep you updated.

[John]

I avoid the big chains, even though when I’ve had to use them nothing bad has happened to me.

But I do prefer smaller local hire companies for example Apex in Australia and NZ, the cars seem to all have some minor cosmetic damage. Once I caused one of the doors to become slightly dented. When I returned the keys the guy just said that based on my description they weren’t going to bother about it and he didn’t even want to go and look at the car

[Jill Kinkell]

We’re hiring from Alamo and pick a car with parcel shelf. However most of the cars don’t have as they deliberately take them out. Taken the usual pics and walk round of car, so hopefully all good on returning next week. BTW we are finding USA a lot more expensive than 18 mths ago

[etting]

I have a refund on the way… the executive care email address is the way forward for any issues. Dealt with very quickly and no problems.

Lesson learnt – don’t let anyone put your bags in your hire car for you; and make sure there’s a full video and photos of everything!