On two occasions recently I have returned a car and the company have spotted new damage. Being fairly certain it wasn't new I expressed some frustration. However, on both occasions the company went back to the record of the previous rental of that car and checked the damage at the end of that rental. Turns out that record had not been updated so I was exonerated. The company was most apologetic and it was clear that whilst I was 'expressing my frustration' they were already looking for the previous rental documentation.
Shouldn't happen, but at least make an effort to satisfy the customer as I will use that company again.
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