- Natasha Bird documented bumper damage when she rented a car from Thrifty.
- The car rental company billed her $2,212 for the same issue.
- Thrifty’s claims partner, PurCo, ignored Bird’s paperwork and blamed a supposed loss of documentation.
When Natasha Bird rents a car from Thrifty, she notes damage to the front bumper. So why is she getting a bill for $2,212 for the same damage?
Question
I rented a car from Thrifty in Anchorage and noted damage on the front bumper when I took the car. Months later, Thrifty is holding me responsible for the damage, which I didn’t cause.
The evidence is very clear from the paperwork I have, but Thrifty’s third-party claims company, PurCo, won’t listen. It claims that Thrifty lost the paperwork proving I didn’t cause the damage. The paperwork clearly states that the damage was there when I checked the car out. PurCo wants me to pay $2,212. Can you help me? — Natasha Bird, Beaverton, Ore.
Answer
Thrifty shouldn’t have charged you a dime — and not just because you had already noted the damage. I’ll get to the other reason in a minute.
This is another instance of a company blaming its customer for something that wasn’t their fault. When you rent a car, it is essential to carefully document any pre-existing damage to avoid being held responsible for it later.
Read more insightful reader feedback. See all comments.
It sounds like you did everything by the book. You paid for Thrifty’s damage waiver. And you noted the damage on the paperwork when you checked out the car. But Thrifty’s third-party claims company, PurCo, is claiming that Thrifty lost the paperwork. How convenient.
Could you have done anything differently? Yes. If you ever get another car that’s damaged, politely ask for another one. I’ve seen too many cases where an employee assures a customer that “it’s fine” only to receive a bill for repairs later.
You could have also taken “before” and “after” pictures. I didn’t see any as part of your claim, and I think they might have helped establish that the damage was there before you rented the car.
Always take time-stamped photos or a walkaround video of your rental car — even if damage is noted on the paperwork. It can be the decisive proof when companies later claim “missing documentation.”
Why wasn’t PurCo listening to you? Your bill included a $400 “administrative fee” which is what PurCo charges to handle a claim. I wasn’t there when your case came in, but if I had to guess, I’d say PurCo didn’t want to lose the business.
But your case was a slam dunk. Not only did you have written proof of the pre-existing damage, but you also had a second defense. The dates of your rental didn’t align with the dates on the claim.
You could have tried to resolve this on your own by contacting Thrifty’s customer service executives. I list their names and contact information on this site. I also have the names and numbers of the executives at the claims company, Purco Fleet Services.
So I contacted Thrifty on your behalf. A representative reviewed your file and agreed that you should not have been charged for the damage. The representative contacted PurCo and requested that it close your claim.
Have you ever been billed for rental car damage you didn’t cause? Did the rental company listen — or ignore your proof?
Tell us your experience in the comments below. Do you think rental agencies rely too much on third-party claims processors like PurCo?
We’re listening — and your insight helps other travelers. (Also, don’t forget to cast your vote in the poll!)
FAQs
Provide any photos, timestamps, or signed check-out documents. Follow up in writing. If the company refuses to acknowledge the proof, escalate using executive contacts or file a credit card dispute.
Not always. Some waivers have exclusions or may not cover administrative fees. Read the terms carefully before relying on them.
Companies like PurCo often add flat-rate fees for processing claims — sometimes regardless of fault. These fees can be disputed if the underlying claim is invalid.
Yes, especially if you have documented proof and the company refuses resolution. Start with small claims court or file a complaint with your state attorney general.
At least 6–12 months after returning the car. Damage disputes often arise weeks or months later, as seen in this case.
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