SR
Sam R
1 reviews | Active since Jan 2013
09 Apr 2026, 09:34
********* car rental company
I received a courtesy vehicle from ARK Car Rentals through my insurance while my car was in for repairs. On collection, the vehicle already had multiple stone chips on the windscreen, all of which were clearly noted on the inspection slip and backed up with photos. During the week I had the car, one of these existing chips developed into a crack. I immediately reported this to ARK, expecting fair and reasonable handling given the pre‑existing damage. Despite the visible chips being acknowledged at collection and properly documented, ARK is now harassing me to take responsibility for replacing the windscreen. This is extremely disappointing, *********, and feels like an attempt to push liability onto the customer despite clear evidence to the contrary. Based on my experience, I strongly advise others to avoid using ARK Car Rentals, especially for insurance courtesy vehicles. If you do use them, make sure you document absolutely everything, because they appear willing to ignore their own inspection records when it suits them.
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Replies (3)
ARK CAR RENTALS (PTY) LTD's replyOfficial
09 Apr 2026, 10:10Thank you for sharing your concerns. We appreciate the opportunity to clarify the matter.
On 19 March, photo evidence was provided confirming that the crack on the windscreen originated from a new chip that developed during the rental period, and not from any of the pre‑existing chips documented at the time of delivery. While the initial inspection did note several stone chips, the crack in question was traced to a fresh chip that was not part of the original damage record.
We understand that this situation is frustrating. However, our responsibility is to distinguish between pre‑existing damage and new damage that occurs during a rental, as renters are liable for any new damages noted during their rental period. In this case, the evidence clearly shows the crack originated from a new chip during your rental. Our team communicated this promptly and transparently, with supporting evidence.
We remain committed to fair and reasonable handling of all claims, and we encourage customers to continue documenting vehicles at collection and return, as this protects both parties.
ARK CAR RENTALS (PTY) LTD's reply09 Apr 2026, 10:10
Official
Thank you for sharing your concerns. We appreciate the opportunity to clarify the matter.
On 19 March, photo evidence was provided confirming that the crack on the windscreen originated from a new chip that developed during the rental period, and not from any of the pre‑existing chips documented at the time of delivery. While the initial inspection did note several stone chips, the crack in question was traced to a fresh chip that was not part of the original damage record.
We understand that this situation is frustrating. However, our responsibility is to distinguish between pre‑existing damage and new damage that occurs during a rental, as renters are liable for any new damages noted during their rental period. In this case, the evidence clearly shows the crack originated from a new chip during your rental. Our team communicated this promptly and transparently, with supporting evidence.
We remain committed to fair and reasonable handling of all claims, and we encourage customers to continue documenting vehicles at collection and return, as this protects both parties.
SR
Sam R's updateReviewer Update
09 Apr 2026, 10:35I would like to place it on record that I dispute the assertion that the crack originated from a new chip during my rental period. The presence of multiple pre‑existing stone chips on the windscreen at the time of collection materially undermines the cer*****y of that conclusion. The fact that a crack later developed does not, in itself, prove that it originated from a new chip rather than from one of the documented existing chips, which are well‑known to weaken the structural integrity of a windscreen and can propagate into cracks without further impact.
I am also concerned by the underlying point this situation raises: why was the vehicle hired out in the first place with several existing stone chips on the windscreen? Cars with chipped windscreens carry a foreseeable risk of cracking, particularly under normal driving conditions such as temperature changes or road vibration. It is unreasonable to transfer that known risk to the customer when the vehicle is supp**** in that condition.
SR
Sam R's update09 Apr 2026, 10:35
Reviewer Update
I would like to place it on record that I dispute the assertion that the crack originated from a new chip during my rental period. The presence of multiple pre‑existing stone chips on the windscreen at the time of collection materially undermines the cer*****y of that conclusion. The fact that a crack later developed does not, in itself, prove that it originated from a new chip rather than from one of the documented existing chips, which are well‑known to weaken the structural integrity of a windscreen and can propagate into cracks without further impact.
I am also concerned by the underlying point this situation raises: why was the vehicle hired out in the first place with several existing stone chips on the windscreen? Cars with chipped windscreens carry a foreseeable risk of cracking, particularly under normal driving conditions such as temperature changes or road vibration. It is unreasonable to transfer that known risk to the customer when the vehicle is supp**** in that condition.
ARK CAR RENTALS (PTY) LTD's replyOfficial
09 Apr 2026, 11:21WITHOUT PREJUDICE
Thank you for your further comments. We respect your right to dispute our findings, and we take note of your concerns.
Thank you for your further comments. We respect your right to dispute our findings, and we take note of your concerns.
To place our position on record: on 19 March, photo evidence was provided confirming that the crack originated from a new chip sustained during your rental period. While we acknowledge that several stone chips were documented at the time of delivery, the crack in question was traced to a fresh chip not included in the original inspection record, nor in the photo evidence provided to you at time of delivery and collection.
It is important to clarify that customers are not charged a full windscreen replacement for a chip. Chips are repaired after every rental whenever repair is possible. In cases where a chip is too big/deep or has spread into a “flower” pattern, the damage is irreparable and the windscreen must be replaced. All existing, repaired chips are carefully noted on the check-out inspection, and when a crack develops, a detailed investigation is conducted to establish whether it originated from a pre‑existing chip or a new chip sustained during the rental. In this case, the investigation confirmed the crack originated from a new chip.
We understand that this situation is frustrating. However, our responsibility is to distinguish between pre‑existing damage and new damage, as liability applies only to new damages noted during your rental period. Our team communicated this promptly and transparently, with supporting evidence.
We remain committed to fair and reasonable handling of all claims, and we encourage customers to continue documenting vehicles at collection and return, as this protects both parties.
ARK CAR RENTALS (PTY) LTD's reply09 Apr 2026, 11:21
Official
WITHOUT PREJUDICE
Thank you for your further comments. We respect your right to dispute our findings, and we take note of your concerns.
Thank you for your further comments. We respect your right to dispute our findings, and we take note of your concerns.
To place our position on record: on 19 March, photo evidence was provided confirming that the crack originated from a new chip sustained during your rental period. While we acknowledge that several stone chips were documented at the time of delivery, the crack in question was traced to a fresh chip not included in the original inspection record, nor in the photo evidence provided to you at time of delivery and collection.
It is important to clarify that customers are not charged a full windscreen replacement for a chip. Chips are repaired after every rental whenever repair is possible. In cases where a chip is too big/deep or has spread into a “flower” pattern, the damage is irreparable and the windscreen must be replaced. All existing, repaired chips are carefully noted on the check-out inspection, and when a crack develops, a detailed investigation is conducted to establish whether it originated from a pre‑existing chip or a new chip sustained during the rental. In this case, the investigation confirmed the crack originated from a new chip.
We understand that this situation is frustrating. However, our responsibility is to distinguish between pre‑existing damage and new damage, as liability applies only to new damages noted during your rental period. Our team communicated this promptly and transparently, with supporting evidence.
We remain committed to fair and reasonable handling of all claims, and we encourage customers to continue documenting vehicles at collection and return, as this protects both parties.