Stone chips, small scratches and dents are all part and parcel of daily life on Britain’s roads. If the car is the driver’s own, he or she may dismiss the damage with a shrug. But when the car is leased or rented, someone has to pay for it, particularly if it is going to affect the resale value.
Should it be the driver? Or should the rental company accept that no car will remain in perfect condition?
Such a problem has been the cause of many arguments between rental firms and drivers, because the assessment of the extent of damage can seem subjective.
Drivers may also insist the damage must have been there when they picked the car up, or even suggest it was caused after the car was collected.
It is vital to both customer and supplier that this type of conflict is avoided and the British Vehicle Rental and Leasing Association (BVRLA) has created a Code of Conduct for members to help ensure fairness.
All members must have a copy of the booklet on their premises. It has a special section on end of rental charges, which recognises that a key source of dispute over rental inspections is when a customer isn’t there when the vehicle is checked.
It says: “Where the customer is not present during the post-rental inspection process, the Member will issue a written notification to the customer to advise of any end of rental charges that become due.
“The notice will offer the reasons why the charge has been raised, together with summary details of how the charge(s) has been calculated.
“Customers will be advised of the steps they should take should they wish to query the charges and, when requested, the member will provide all necessary documents to help substantiate end of rental charges.”
Fleets should take this thorough approach to ensuring rental companies can clearly prove their damage claim whether they are a member of the BVRLA or not.
Fleet managers have revealed that a successful way to challenge any damage recharges that are disputed is to ask for the inspection certificate from the vehicle’s previous rental.
However, the most effective way to avoid problems is to ensure drivers look after their vehicles and are present to inspect them at the end of the rental period. They should also know how to thoroughly inspect a car at the start of its rental and not be afraid to ask for damage to be marked on the rental form.
The BVRLA’s Code of Conduct states: “Vehicles that are ready for rent must have undergone a pre-rental check/inspection to ensure that they are in a clean and roadworthy condition in accordance with the BVRLA ready to rent checklist or another similar standard which reflects this requirement – a list of what should be included is provided at the end of this Code.
“Every Member is required to ensure that a detailed note of all damage such as scratches, dents, and vehicle condition is clearly indicated on the inspection report or rental agreement. Prior to a rental commencing, the customer must be given the opportunity to check and agree both the interior and exterior condition of the vehicle before signing the rental agreement or any other inspection report.
“Adhering to this process should help eliminate disagreement with subsequent charges relating to damage or condition of the vehicle.”
Steps to cut damage claims
• Check the vehicle before signing the paperwork. The most common cause of discrepancies is around existing vehicle damage that has not been identified.
• Get drivers to treat vehicles with respect to avoid unnecessary damage claims.
• Be honest when reporting incidents. It may be tempting for drivers to try to offset liability or play down the extent of damage caused. However, accident management companies and rental providers have increasingly sophisticated technology and systems to clearly identify the cause and cost of damage.
• Use management information – fleet operators should use the information within the incident reports to identify common causes of damage and take action to remedy these.
Source: FMG Support
For details of the BVRLA's Fair Wear and Tear guide, click here
Login to comment
Comments
No comments have been made yet.