Q: I recently rented a Hyundai Sonata from National at Raleigh-Durham Airport. Within minutes of driving off the lot, I started hearing noises from under the car. I drove a couple of exits, then turned around and brought it back.
When I entered the National facility, one of the attendants said, “Well, there’s another Sonata with the lower engine cover coming loose.” I explained what happened, and a representative said no problem, and I got another car. I had the Sonata for maybe 30 to 60 minutes total.
About a month later, I got an email from National’s Damage Recovery Unit demanding my insurance information. I called and explained I did nothing to the car — I just drove it out of the lot and onto the highway. A representative said since I only had the car for such a short time, I should be good.
But three months later, I got another demand. I appealed, and they denied it with no explanation. I never got photos of the damage or explanations of what they’re claiming I did. I’ve emailed three National executives listed on your site but haven’t heard back. I’ve been a loyal National customer for 20 years. National wants me to pay $2,000 for the damage. This is ridiculous!
— Walter Gluzkin, Miami Beach, Fla.
A: When you returned that defective Sonata within an hour and an employee acknowledged there was “another” car with the same problem, that should have been the end of it. National should have documented this as a mechanical failure, not customer damage. The fact that even its own employee recognized this as a recurring issue with that model should have protected you completely.
Instead, National’s damage recovery unit decided to pursue you for money. I’ve lost count of the number of times I’ve seen this. Usually, customers roll over and surrender their insurance information. But not you.
I think you could have strengthened your case by getting the employee’s confession in writing. But honestly, you shouldn’t have needed to. National’s own employee confirmed this was a known defect.
National’s actions are problematic on several levels. Under most state consumer protection laws, businesses can’t charge customers for pre-existing defects. Also, National should have provided you with detailed documentation of the alleged damage, repair estimates and photographic evidence — not just vague demands for insurance information.
You did exactly what I would have recommended: escalating to National’s executives. I publish their contact information on my consumer advocacy site, Elliott.org. The fact that they initially ignored your appeals is frankly embarrassing for a company that claims to value customer service.
Most importantly, you were not a pushover. That’s a key ingredient to a successful resolution. When you’re right, you have to stand up for your rights!
I contacted National on your behalf, and it reviewed your rental record. “Customer satisfaction is our top priority,” a company representative told me, “and maintaining a customer’s long-term loyalty is important to us.” National contacted you and agreed to drop the claim.
Christopher Elliott is the founder of Elliott Advocacy, a nonprofit organization that helps consumers solve their problems. Email him at chris@elliott.org or get help by contacting him on his site.
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