Rental car hail damage claim sparks outrage from Caloundra customer

A well-known car rental company has finally abandoned a hail damage claim against a Sunshine Coast customer who spent weeks fighting to prove her innocence.

Sunshine Coast resident Krista Gardner has been locked in a battle with Hertz Caloundra for weeks.

A Sunshine Coast resident has spoken out about her frustrating ordeal with Hertz Caloundra car rental, alleging the business incorrectly accused her of causing hail damage to a rental car.

However, on Monday, after several attempts by this publication to elicit a response from Hertz, the business informed the woman they would drop the claims.

Krista Gardner said she hired the vehicle for three weeks over Christmas while her car was being repaired.

She returned the car on January 3 and received an unexpected email hours later.

“They sent me an email saying there was light hail damage done to the car when there was no hail in that area during that period or anywhere near us,” Ms Gardner said.

Hertz Caloundra

She said she had only used the car for commuting to work and occasionally visiting shopping centres, where she always parked undercover, and was shocked by the accusation.

“It’s been hell trying to get hold of them,” Ms Gardner said.

She attempted to call Hertz twice on the day she received the email but was unable to get through.

“I was kind of flabbergasted because there had been no hail,” Ms Gardner said.

“I do know that there was light hail in November, the month before I rented the car, because I actually work down the road,” she said.

She said the business rejected her ‘before’ photos, so she requested they provide their own.

However, Ms Gardner described the images as inadequate.

“When they sent those ‘before’ photos, the car was covered in water and beading, so you couldn’t see anything,” she said.

“I replied and said, ‘hey guys, that’s kind of unacceptable because the car’s covered in water; you can’t see if there’s been any damage’.”

The 'before' photo of the car provided by Hertz Caloundra to Krista Gardner.

The 'before' photos of the car provided by Hertz Caloundra to Krista Gardner.

Ms Gardner also asked for a pre-inspection condition report, which she claims was not provided.

“The only way you can see these tiny little dents is with that special light that shows the waves,” she said.

“I don’t think anyone could have seen those.”

After initially being told her case would be referred to a supervisor, she did not hear back until she followed up on January 10, only to be redirected.

She said she emailed multiple times but didn’t hear back.

Krista Gardner challenged claims of hail damage to a car she rented from Hertz Caloundra. Photo: Facebook

Her frustration grew when she contacted Hertz’s general complaints team, only to be given a US phone number.

After more than two weeks of mounting stress, Ms Gardner was relieved when Hertz informed her on Monday that they would drop the claims against her.

“No further action is required, the damage costs will not be on-charged,” the email read.

They stated that they aimed to complete their investigations within 10 business days.

Hertz Caloundra has not provided a comment at the time of publication.

Originally published as Rental car hail damage claim sparks outrage from Caloundra customer