Imagine this: You rent a car, return it in good condition—or so you believe—and a few weeks later, you receive a bill for hundreds (or even thousands) of dollars for damage you’ve never seen before. That’s exactly what happened to one Atlanta consumer, Shawn, after his wife rented from Hertz. The company claimed the windshield was chipped and, when the couple asked for proof, sent back a grainy, unconvincing photo. Now Hertz is threatening Shawn and his wife with collections.

So what do you do when a rental car company comes after you for damage you didn’t cause—and can’t even prove?

 

Don’t Pay for What You Didn’t Damage

This isn’t a rare scenario. Rental car damage claims have sparked consumer complaints for years, with some companies accused of charging drivers without clear proof or adequate documentation. According to the Federal Trade Commission, any business attempting to collect payment for damages must be able to demonstrate that the customer is responsible. A blurry photo doesn’t cut it.

If you're in Shawn’s shoes, the burden of proof is on the rental company. Here's what to ask:

  • Was a pre-rental inspection completed? Did the agent document the car’s condition before handing over the keys?
  • Is there a timestamped image showing the alleged damage was not present before the rental began—and appeared only after?
  • Has the company provided a repair invoice or detailed estimate, not just a photo?

If these boxes aren’t checked, you're not obligated to pay blindly. You're within your rights to ask for proper documentation. If they can’t produce it, their threat to send the bill to collections is more bark than bite.

 

If a company can't produce proper documentation of negligence on your part, you're not obligated to pay blindly (source: DALL-E)

 

Collections? Here’s How to Push Back

If Hertz—or any other rental agency—follows through and sends the bill to collections, don’t panic. There are clear steps you can take:

  1. Dispute the Debt Immediately
     Under the Fair Debt Collection Practices Act (FDCPA), you can demand written verification of the debt. Debt collectors are required to pause efforts until they provide proof. Use this time to build your case.
  2. File a Dispute with the Credit Bureaus
     If the charge ends up on your credit report, you can contact Equifax, Experian, and TransUnion to dispute it directly. They have 30 days to investigate your claim.
  3. Report Unfair Practices
     If you feel the charge is unjustified or that the company is being aggressive without evidence, file a complaint with the Consumer Financial Protection Bureau (CFPB) or your state’s Attorney General’s office.

How to Avoid This in the First Place

Unfortunately, once a claim is made, even the most diligent drivers are at a disadvantage—unless they’ve taken the right steps upfront.

Here’s how to protect yourself before the keys hit your hand:

  • Document Everything at Pickup and Drop-off
     Use your phone to snap clear, timestamped photos and videos of the vehicle’s exterior and interior. Don’t forget high-risk areas like the windshield, bumpers, and wheels.
  • Get a Signed Inspection Sheet
     Most rental companies do a walk-around with you—make sure they note any existing damage in writing and that you receive a copy.
  • Ask Questions About Damage Protocols
     Understanding how damage claims are handled ahead of time gives you a leg up if things go sideways.

Final Thoughts: Stay Vigilant and Stand Your Ground

No one wants to fight a rental car company. But the unfortunate reality is, without clear documentation, consumers are often treated as easy targets. If you know your rights and take proactive steps, you’ll be much harder to take advantage of.

Facing a billing dispute with a rental company? Don’t let it wreck your credit or your finances. Arm yourself with facts, documentation, and confidence—and if necessary, seek help from consumer advocacy experts.

Take Action:

  • Have a rental car story like Shawn’s? Share it with TrustDALE — your experience might help others avoid the same trap.
  • Need legal guidance for a consumer issue? Check out local Georgia legal resources. You can search for an attorney easily using the Find a Lawyer function on the State Bar of Georgia’s website.

Staying informed isn’t just smart—it’s your best defense.