revtothelimit - motorbike forum

My partner and I hired a mini-bus for a trip to Wales this weekend. We collected the bus on Thursday evening and returned it, cleaned inside and undamaged on Sunday lunchtime.

The hirer promptly sent us a photograph of damage to the roof.

We certainly did not cause the damage. and we were not made aware of this damage on hiring it, This is out of easy sight from ground level, and I didn't see it when I made a quick walk-around before driving off from the hire place. We were not provided with a statement of condition. I didn't think to ask for one. Nor were we provided with a copy of the hire agreement we signed, something I only realised as I was driving it back home.

However during the negotiation process before we collected the vehicle and signed for it, the hire company sent us a video of the same vehicle going through a car wash, where the roof damage is clearly visible. So the damage clearly pre-existed. Although he hasn't said anything yet, other than send the photo of the damage, we fully expect the hirer to attempt to withhold our deposit against the damage he seems likely to claim we caused.

The still photo is taken from a slightly different location which I've identified via Google Streetview, and rather handily has a tree in the background, which appears to be in full summer leaf. I'm going to go back to the location this morning and take a photo of the tree from the same angle which I expect to be in spring foliage.

Any comments, any suggestions, welcome.

If the damage is “clearly visible” in the video he sent you PRIOR to the hire, send him a copy and ask for his comments.

Burn it down to the axels, can't claim for any imaginary damage if there's no van

Wossname wrote: Mon Apr 27, 2026 9:18 am If the damage is “clearly visible” in the video he sent you PRIOR to the hire, send him a copy and ask for his comments.

Yeah that.

I was once told always take photos before and after for proof. But your vid of damage prior to collection should be good enough.

Is the footage dated ? they might try and say damage was repaired but if identical i doubt it.

No expert, just thinking out loud.

I hire vehicles a lot, possibly at least 50 so far. They should provide you with a damage report (of existing damage) on pickup, often they walk through it with you, thye encourage you to point out existing damage. This is really common practice and has been so for decades. It's in everyone's benefit, sorting out (legitimate) damage claims is tiresome and stressful. Not providing you with a pre-rental damage report and a walkthrough raises loads of red flags for me.

I'd make them aware that you're aware of their negligence in this area and that the only evidence provided so far seems in your favour. Give them the chance to back down.

Wossname wrote: Mon Apr 27, 2026 9:18 am If the damage is “clearly visible” in the video he sent you PRIOR to the hire, send him a copy and ask for his comments.

This. End of.

Bang his wife.

The Spin Doctor wrote: Mon Apr 27, 2026 8:43 am The hirer promptly sent us a photograph of damage to the roof.

The still photo is taken from a slightly different location which I've identified via Google Streetview, and rather handily has a tree in the background, which appears to be in full summer leaf. I'm going to go back to the location this morning and take a photo of the tree from the same angle which I expect to be in spring foliage.

On this - can you check the photo metadata? It may well be dated last year...

Thanks for the backup.

Emailed him saying vehicle returned in good nick, and asking for confirmation of the refund of the deposit.

Mailed us back asking for an explanation of the damage.

Emailed pointing out the damage was clearly visible in the video he sent of the before we collected it.

Mailed us back with full refund.

Payment processor sent confirmation of full refund.

Now showing as pending on our credit card.

So looks like all sorted.

S’all right - I’ll waive my commission on this occasion, cos of who you are.

Maybe worth reporting to trading standards. If they tried it on with you they probably try it on every time.

The Spin Doctor wrote: Wed Apr 29, 2026 9:27 pm Thanks for the backup.

Emailed him saying vehicle returned in good nick, and asking for confirmation of the refund of the deposit.

Mailed us back asking for an explanation of the damage.

Emailed pointing out the damage was clearly visible in the video he sent of the before we collected it.

Mailed us back with full refund.

Payment processor sent confirmation of full refund.

Now showing as pending on our credit card.

So looks like all sorted.

I'd put negative feedback wherever possible to warn others

ZRX61 wrote: Mon Apr 27, 2026 4:36 pmBang his wife.

Sorry for arriving late to the discussion but I believe this is the
correct answer.

Saga Lout wrote: Wed Apr 29, 2026 10:04 pm Maybe worth reporting to trading standards. If they tried it on with you they probably try it on every time.

Or.. it could be there were multiple people working there and this person wasn't aware of the damage ?

When you've got your cash back, move on, forget about it.

Wasn’t Enterprise by any chance…?

Docca wrote: Thu Apr 30, 2026 12:13 am

ZRX61 wrote: Mon Apr 27, 2026 4:36 pmBang his wife.

Sorry for arriving late to the discussion but I believe this is the
correct answer.

Surely that can only be determined once a picture of said wife is presented.

MingtheMerciless wrote: Thu Apr 30, 2026 8:02 am Wasn’t Enterprise by any chance…?

Hmmm "Enterprise rental horror stories" - there's a whole new thread

McNab wrote: Thu Apr 30, 2026 8:36 am

Docca wrote: Thu Apr 30, 2026 12:13 am

ZRX61 wrote: Mon Apr 27, 2026 4:36 pmBang his wife.

Sorry for arriving late to the discussion but I believe this is the
correct answer.

Surely that can only be determined once a picture of said wife is presented.

Would probably need an ad-hoc Eisenhower Matrix of desirability Vs desperation?