When Your Rental Car Breaks Down—Who Pays?

Imagine arriving in a new city, ready to honor a loved one, only to find your rental car won’t even unlock. That’s exactly what happened to consumer investigator Dale Cardwell during a trip to Norfolk, Virginia. What happened next reveals an important lesson every traveler should know.

 

After checking into his hotel, Dale discovered a major issue: the key to his rented RAV4 was completely stripped. Instead of securing the vehicle for the night, he was left with a door lock that spun uselessly. Unable to secure or use the car, he immediately contacted the rental company’s emergency line. The response? Wait an hour for live support… and brace for unexpected charges.

The Shocking Fine Print: When Rental Car Companies Shift the Cost

When Dale finally reached a live representative, he was informed that a locksmith would be sent, but Dale would be responsible for the cost. Even more frustrating, the company suggested Dale’s personal car insurance might cover it.

 

For a defect that was clearly not the renter’s fault, the idea of passing the cost along felt wrong. Dale declined to authorize the charge. Yet, two weeks later, he received a notice: a $91 locksmith fee had been added to his account.

 

It’s a scenario more common than many renters realize. Rental agreements are often loaded with fine print that shifts responsibility for mechanical failures back onto the consumer. Issues like faulty keys, electronic malfunctions, and dead batteries can leave drivers footing the bill unless they speak up.

How Persistence (and Politeness) Can Protect Your Wallet

Rather than immediately escalating the situation, Dale chose a different approach: he called the rental company, calmly explained the facts, and asked them to reconsider the charge. To his surprise, it worked. Without needing to invoke his credentials as a consumer advocate, the company reversed the fee on the spot.

 

Why did it work? Because many companies, especially those with strong reputations, will respond favorably to reasonable, well-documented complaints. Being patient, polite, and persistent—not combative—often leads to better results. In this case, Dale’s approach reminded the company that customer trust matters more than a $91 dispute.

 

It’s an important reminder for all consumers:

  • Always document the issue immediately (take photos, make a record of calls).
  • Escalate respectfully, not emotionally.
  • Give the company a chance to make things right before assuming the worst.

The Takeaway: Know Your Rights, Stand Your Ground

Rental car agreements are filled with hidden pitfalls, but you don’t have to fall into them. If something goes wrong with a vehicle that wasn’t your fault, don’t assume you must pay. Politely question any charges, stand firm on principle, and keep records of every interaction.

 

Sometimes, the key to avoiding unfair charges isn’t fighting harder – it’s presenting your case smarter.