Hello James,

Please, be informed that in line with our transparency philosophy we send all our clients an email with pictures of the existing damage (at pick up). We do our best to verify all damage in our vehicles as thoroughly as possible. However, as errors may occur, we ask our clients to kindly let us know if they notice any damage not listed in the email. Of course, this notification should be made at pick up to avoid any misunderstandings. In this case, we would add the damage to our system to correct the error.

In your case, and as you booked the Full/Full rate (with basic insurance), a damage not recorded in our system was found, and therefore the damage charge applied accordingly. We totally understand the inconvenience of having to pay a damage however, this is clearly stated in our Terms and Conditions that you agreed and signed in the contract. Last but not least, we would like to clarify that such an assertion of us making the damage ourselves is a serious accusation that could not be further from the truth.

Best regards,
Wiber Team