Are You Being Ripped Off by Rental Car Companies? Woman Uncovers a $180 Scam After Returning Car in Perfect Condition
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Hiring a car should be a straightforward affair—pick up the keys, enjoy your trip, and return the vehicle in good nick. But for one Aussie mum, what should have been a simple process turned into a frustrating saga that left her questioning the integrity of the car rental industry. If you’ve ever hired a car, you’ll want to read on—this could save you a headache (and a few dollars) next time you’re at the rental counter.
Narissa Cullen, a Perth local, recently hired a car from Bargain Car Rentals in Brisbane for a two-week family holiday in Queensland. Like many of us, she expected a smooth experience. Instead, she found herself embroiled in a dispute over a $180 cleaning fee—one she claims was completely unjustified and, worse, possibly staged.
A Rocky Start and a Shocking Surprise
From the get-go, the rental car wasn’t perfect. Narissa and her partner noticed a faulty headlight and a GPS system that seemed to have a mind of its own. But they made do, enjoyed their holiday, and when it was time to return the car, they did what any responsible renter would do: filled up the tank, tidied the interior, and took photos to document the car’s condition.
Their photos showed two drink cups left in the centre console and a bit of sand and grass on the mats—hardly a disaster after a family holiday, and certainly nothing that would warrant a professional steam clean. Satisfied, they dropped the car off at Brisbane Airport and headed home to Perth.
But when they landed, Narissa was shocked to discover a $180 cleaning fee had been charged to her account. The rental company sent their own photos, showing the drink cups now tossed onto the driver’s side floor and a suspicious-looking stain on the seat—neither of which matched the photos Narissa had taken just before returning the car.
A Battle for the Truth
Narissa immediately disputed the charge, pointing out the discrepancies between her photos and those provided by the company. She even asked for timestamped images to prove when the company’s photos were taken, but none were provided. The back-and-forth was exhausting, especially as Narissa was 30 weeks pregnant at the time—hardly the ideal moment for a drawn-out argument over a cleaning bill.
Feeling stonewalled, Narissa took her story to TikTok, sharing her experience with thousands of viewers. It was only after her video gained traction that the company relented, admitting they hadn’t followed their own process and refunding the $180 cleaning fee.
In an email, a staff member from Bargain Car Rentals acknowledged, ‘After further investigation, I’ve processed the cleaning fee for you. I can certainly see where you’re coming from after spending more time looking at the photos, and it turns out we did not follow part of our own process, and this wasn’t fair on you. Specifically, we did not contact you before processing the charge.’
Are Rental Car Cleaning Fees a Growing Problem?
Narissa’s story raises a worrying question: how many other customers—especially older Australians who may not be as tech-savvy or confident disputing charges—are being hit with unfair fees? It’s not uncommon to hear stories of rental companies charging for minor marks, crumbs, or even pre-existing damage, banking on the fact that most people won’t challenge the charges.
For seniors, who may be less familiar with digital documentation or social media advocacy, these situations can be particularly stressful and difficult to resolve. Narissa herself voiced this concern: ‘Who else are they doing this to? Especially older people who don’t have the resources or knowledge to get the refund.’
How to Protect Yourself When Renting a Car
If you’re planning to hire a car—whether for a holiday or just to get around town—here are some tips to help you avoid falling victim to unfair charges:
Stories like Narissa’s highlight the importance of consumer vigilance and the need for greater transparency in the car rental industry. While most companies do the right thing, a few bad apples can spoil the bunch—and leave customers out of pocket.
If you ever find yourself in a similar situation, remember: you have rights. The Australian Competition and Consumer Commission (ACCC) provides guidance on unfair contract terms and consumer protections. Don’t hesitate to reach out for help if you feel you’ve been treated unfairly.
Have you ever been charged an unexpected fee after hiring a car? Do you have tips for fellow members on how to avoid rental rip-offs? Share your stories and advice in the comments below—let’s help each other stay savvy and save!
Narissa Cullen, a Perth local, recently hired a car from Bargain Car Rentals in Brisbane for a two-week family holiday in Queensland. Like many of us, she expected a smooth experience. Instead, she found herself embroiled in a dispute over a $180 cleaning fee—one she claims was completely unjustified and, worse, possibly staged.
A Rocky Start and a Shocking Surprise
From the get-go, the rental car wasn’t perfect. Narissa and her partner noticed a faulty headlight and a GPS system that seemed to have a mind of its own. But they made do, enjoyed their holiday, and when it was time to return the car, they did what any responsible renter would do: filled up the tank, tidied the interior, and took photos to document the car’s condition.
Their photos showed two drink cups left in the centre console and a bit of sand and grass on the mats—hardly a disaster after a family holiday, and certainly nothing that would warrant a professional steam clean. Satisfied, they dropped the car off at Brisbane Airport and headed home to Perth.
But when they landed, Narissa was shocked to discover a $180 cleaning fee had been charged to her account. The rental company sent their own photos, showing the drink cups now tossed onto the driver’s side floor and a suspicious-looking stain on the seat—neither of which matched the photos Narissa had taken just before returning the car.
A Battle for the Truth
Narissa immediately disputed the charge, pointing out the discrepancies between her photos and those provided by the company. She even asked for timestamped images to prove when the company’s photos were taken, but none were provided. The back-and-forth was exhausting, especially as Narissa was 30 weeks pregnant at the time—hardly the ideal moment for a drawn-out argument over a cleaning bill.
Narissa was accused of leaving a vehicle in an disarrayed state. Image Credit: Narissa Cullen
Feeling stonewalled, Narissa took her story to TikTok, sharing her experience with thousands of viewers. It was only after her video gained traction that the company relented, admitting they hadn’t followed their own process and refunding the $180 cleaning fee.
In an email, a staff member from Bargain Car Rentals acknowledged, ‘After further investigation, I’ve processed the cleaning fee for you. I can certainly see where you’re coming from after spending more time looking at the photos, and it turns out we did not follow part of our own process, and this wasn’t fair on you. Specifically, we did not contact you before processing the charge.’
Are Rental Car Cleaning Fees a Growing Problem?
Narissa’s story raises a worrying question: how many other customers—especially older Australians who may not be as tech-savvy or confident disputing charges—are being hit with unfair fees? It’s not uncommon to hear stories of rental companies charging for minor marks, crumbs, or even pre-existing damage, banking on the fact that most people won’t challenge the charges.
For seniors, who may be less familiar with digital documentation or social media advocacy, these situations can be particularly stressful and difficult to resolve. Narissa herself voiced this concern: ‘Who else are they doing this to? Especially older people who don’t have the resources or knowledge to get the refund.’
How to Protect Yourself When Renting a Car
If you’re planning to hire a car—whether for a holiday or just to get around town—here are some tips to help you avoid falling victim to unfair charges:
- Document Everything: Take clear, timestamped photos and videos of the car’s interior and exterior both when you pick it up and when you return it. Don’t forget the boot, seats, mats, and any existing marks or stains.
- Keep Receipts: Hold onto your fuel receipts and any correspondence with the rental company.
- Read the Fine Print: Familiarise yourself with the company’s terms and conditions, especially regarding cleaning and damage fees.
- Return During Business Hours: If possible, return the car when staff are present so you can do a walk-around together and get written confirmation of the car’s condition.
- Challenge Unfair Charges: If you’re hit with a fee you believe is unjust, dispute it in writing and provide your own evidence. Don’t be afraid to escalate the matter to consumer protection agencies or share your experience online if you’re not getting a fair response.
Stories like Narissa’s highlight the importance of consumer vigilance and the need for greater transparency in the car rental industry. While most companies do the right thing, a few bad apples can spoil the bunch—and leave customers out of pocket.
If you ever find yourself in a similar situation, remember: you have rights. The Australian Competition and Consumer Commission (ACCC) provides guidance on unfair contract terms and consumer protections. Don’t hesitate to reach out for help if you feel you’ve been treated unfairly.
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