Consider this a "cautionary tale" about rental cars... Names are being altered to protect the innocent and not-so-innocent...

Earlier this year, my wife and I rented a mini-van from an outfit we'll call "Nifty Rent-A-Car" (though that's not their name). We picked up the vehicle at a nearby Nifty rental office and headed off for a vacation. The next day, at our destination, we were rear-ended by a young driver. He was going so fast in the 35 mph zone that he knocked our stopped mini-van into the vehicle in front of us, knocking that vehicle into the car in front of it, and spinning his own vehicle two lanes over and in front of the three others. In other words, it's unlikely he was going anywhere near 35 when he hit us.

The damage to the back of our rental van and his vehicle was extensive. The rental van and the two other cards were drivable. His car had to be towed. We were all shaken, but fortunately there appear to have been no serious injuries... at least nothing that has shown up yet.

After getting the police report, having breakfast, and going back to our rented condo, we called the rental car company to tell them about the accident, provide police report information, etc. We also contacted my insurance company to have their involvement. The insurance company, which I'll call "Commonwealth Ranch" (though that's not their name), treated me extremely well. They spoke with me at length about the accident, explained what I needed to do at each step of the process, etc. I have always been pleased with that insurance company and this didn't change that.

Nifty Rent-A-Car wasn't quite so easy to deal with. We left messages, called various numbers, and asked to have the car swapped with another since the tailgate in this one was no longer usable. After several very frustrating calls, we were given two options. One was to continue driving the van, but if Nifty's people spotted it and decided that it was in their opinion "disabled" they would tow it away and we wouldn't have one. The other was to drive 3-4 hours away to their nearest location and exchange it. Since I was on vacation, the last thing I wanted was 6-8 hours in the damaged van doing nothing else, after having had an 10 hour drive to get to the vacation destination. So I opted for option one and made the mental note never to rent from Nifty ever again.

The next day, someone else at Nifty got one of the messages we left on their voicemail. This person must have been having a better day. He not only volunteered to replace the car, but offered to send someone to us to pick up the damaged one. It was a total 180-degree turnaround from the earlier frustrating calls. (Can you say bi-polar company?) The driver showed up when he promised he would, with a van that was comparable to the one we had originally, though not in quite as good a shape. But hey, it was an improvement and it wasn't wrecked, so that was fine with me. We swapped vehicles, I filled out some paperwork, and we finished our vacation.

When we returned home, we received a call from Countrywide Insurance (not their name) saying that they were accepting fault for the accident and would cover the costs of the claim. "Good," I thought, "that will be the end of that."

It wasn't. Last week I received a letter from Nifty, telling me that the insurance companies had paid all they were planning to pay and that I still owed them $5200+ for repairs to their vehicle. If I "agreed" all I needed to do was give them a credit card number or check. That didn't sit well with me. It didn't sound right.

I called Commonwealth Ranch (my insurance company) and checked in with my claim adjuster there. She looked up the records and said that the insurance companies were disputing Nifty's claim that $4800 worth of damage was done to the van. She told me that they're aware that car rental companies negotiate repair parts and labor discounts with body shops, and that while it might have cost you or me $4800 to repair the damage done to the van, Nifty probably paid a bit less. She said they'd asked Nifty to provide an invoice showing the "actual" amount of damages to the vehicle, but Nifty had not provided one, so they naturally had no paid.

She also told me that some car rental companies, and apparently Nifty was one of them, would try to get the customer to pay money if they didn't like how fast the insurance companies were or weren't moving. Essentially, if I had paid the $5200 Nifty was asking for, I was paying for the repair, their "loss of use" of the rental car, and various other fees, which were the responsibility of Countrywide Insurance. Countrywide had by no means told Nifty they wouldn't pay what they owed them, they just wanted proof that Nifty had paid that much to fix the car. As soon as they provided that proof, they'd get their money. So the request they sent to me was essentially an attempt to scare me into paying for the damage in lieu of the person who caused the accident and their insurance company.

Uh, no, Nifty... I wasn't at fault for the accident, my insurance isn't finished with you, and the driver who was at fault has insurance which hasn't paid you yet. When you've gotten what you can from the insurance companies and the other driver, we'll talk about what I might owe you - but I think that will be a big fat zero.