A London resident has been charged £1,745 by car rental company Hertz for a dent on a vehicle that he says was pre-existing when he hired the car at Belfast airport in April. Liam, whose request to remain identified only by his first name, had rented the car for three days starting April 11, shortly after his mother’s death and while assisting his family in Belfast with her affairs.

Arriving late at night around 10:30 p.m., Liam said he was unable to inspect the car properly in the dark and was advised by Hertz staff to report any damage in the morning. The next day, he noticed a dent in the driver’s door and promptly emailed a photo of the damage to the Belfast Hertz office but reportedly received no acknowledgment or update. Upon returning the vehicle, Hertz recorded the dent and charged Liam’s credit card for the damage.

Liam had purchased damage insurance through the easyJet website, which is underwritten by Axa. He submitted a claim at the end of April, anticipating a response within five days, but heard nothing for several weeks. After multiple follow-ups and documented submission of relevant reports, the insurer only responded in late May. Despite his efforts, the claim remained unresolved for weeks, exacerbating the distress amid his personal losses.

Following inquiries made on Liam’s behalf, Axa acknowledged a backlog of claims had caused delays and apologized for the lack of timely communication. The insurer confirmed the claim was processed regardless of fault and has since settled the payment, including a £50 gesture of goodwill to compensate for the inconvenience.

Hertz responded that it did reply to Liam’s initial email regarding the damage photos, asking if the dent had been listed on the paperwork provided at car collection. The company stated that no response was received. Liam disputes receiving any reply from Hertz. Questions remain as to why Hertz would charge him for damage reportedly documented as pre-existing at vehicle handover.

This case highlights ongoing concerns with unexpected charges from car rental firms, common during peak travel seasons. Consumer advice experts emphasize the importance of thoroughly inspecting rental vehicles, even during late-hour pick-ups. They recommend asking rental staff to move cars into well-lit areas or using a torch, photographing and videoing any damage to establish a clear record with date and time metadata.

Obtaining additional insurance coverage remains a key safeguard, as it can cover excess charges and damage claims that may otherwise fall to the renter. Should insurers delay settlement, formal complaints can be lodged, and unresolved disputes escalated to regulatory bodies such as the Financial Ombudsman Service after eight weeks.