Problems with your rental car

If there is something wrong with the car, you have the right to complain.

Examples of issues could be:

• You get access to the car later than agreed.
• The condition of the car is worse than you should expect.
• Promised equipment is missing.
• The car breaks down during the rental period.

Contact the rental company and demand that the issue should be fixed. If the issue cannot be fixed, you may be entitled to a price reduction. If you cannot use the car, a cancellation of all or part of the rental period may be relevant. In the event of a cancellation, you should receive a refund for the time you could not use the car.

Preferably complain in writing, via email is fine. Keep a copy.

If you have not been careful with the car, you are liable to pay for any damages to the rental car when you return it

When you rent a car within Europe, three basic types of coverage are often included:

• Damage protection
• Theft protection
• Third-party protection (if you injure someone or damage something with your rental car).

The deductible you have to pay can vary.

Deductible Reduction and Deductible Elimination

A deductible reduction is a coverage that reduces how much you have to pay if you damage the car. It is often included when you rent a car in Sweden.

A deductible elimination means you do not have to pay the deductible. However, it is an expensive add-on, especially if you rent the car for a longer period since you often pay a daily fee.

Supplementary Insurance

Many credit cards include supplementary insurance up to a certain amount if the vehicle is damaged or stolen. Therefore, check what coverage you already have so you do not pay twice. You can also check if your home insurance or car insurance covers rental car damages.

The car hire company may not demand compensation from you if you can show that you were careful with the car. This was established in a judgment by the Patent and Market Court of Appeal in 2019.

The judgment means that the car hire company may not use a contractual term that unilaterally places the liability with you as the person hiring the car if it is damaged or stolen. For example, if you can show that the damage was due to an accident or vandalism, you can accordingly avoid liability.

A common conflict that can arise is what counts as normal wear and tear and what damage you can be held accountable for.

Examples of what is usually considered normal wear and tear:

• occasional stone chips on the bodywork
• small paint scratches
• polishable scratches

The car hire company has a responsibility to inspect the car when it is returned and you can ask for a receipt that the condition is the same as when you collected it. Problems most often arise when you have returned the care outside the opening hours and cannot prove when the damages arose.

Demand that the car hire company prove that you caused the damage

Demand evidence that the damage did not arise after the return, such as photographs and records, and any receipts for their cost to repair the damage.

If you do not agree with the payment demand, you can dispute it.

Disputing an incorrect invoice

If the car hire company charges money to your card

A car hire company does not have the right to charge money to your card or deduct from a possible deposit for damage without you being given the opportunity to dispute the claims. If this happens anyway, you can file complaint with the car hire company and demand to see evidence of the alleged damage.

Your bank can in some cases be of assistance if you make a so called chargeback request. This is a way for you to get money back if you paid by card. Contact your bank to ask if it is possible to file a chargeback request.

Getting your money back if you paid by card

The car rental company may have the right to demand extra money from you afterwards if it is stated in the rental terms. Some examples of things they can charge extra for are:

• car not returned with a full tank
• dirty car
• unpaid fines
• unpaid road and toll fees.

If you have driven too fast with the car, the fine is first sent to the car rental company, which in turn sends it to you. This also applies to road fees, parking fees, and toll fees.

Municipality's Consumer Guidance

Many municipalities provide consumer guidance where you can seek free information and support. The assistance offered may vary from one municipality to another.

The Swedish Consumer Agency

If you need guidance, you can contact our national information service. We can provide information on your rights and what options you have to make progress. We provide independent guidance and therefore cannot assess your individual matter, resolve disputes or contact companies for you.

Contact us

Rental company outside Sweden

Are you a resident of Sweden and the company you have a problem with is registered in another EU country, Norway, or Iceland? You can get free advice and mediation through the ECC Sweden. ECC Sweden is part of a network of consumer offices within the EU. In some cases, Konsument Europa can share the case with a sister office in another country to try to reach a solution.

Konsument Europa is part of the Swedish Consumer Agency, and you can contact them through our information service.

Contact us

There are different ways to proceed with the matter to get an assessment if you and the rental car company do not agree. Where you should turn depends on whether the company is in Sweden or another country.

Company in another EU country

If the rental car company is in another EU country, you may have the opportunity to resolve your dispute through the alternative dispute resolution body ECRCS (European Car Rental Conciliation Service). It is free of charge.

Examples of companies that have committed to follow ECRCS decisions are:

• Avis
• Alamo
• Budget Rent a Car
• Europcar
• Hertz
• National Car Rental
• Sixt
• Firefly
• Enterprise rent-a-car.
• ECRCS website

National Board for Consumer Disputes (ARN)

Is the rental car company based in Sweden? Or can ECRCS not handle the matter? Then you might be able to turn to the National Board for Consumer Disputes (ARN). ARN assesses your case and then recommends how your dispute should be resolved. It costs 150 SEK to file a complaint with ARN.

File a complaint on ARN’s website