Very disappointed ex-client

From my last interaction with Europcar they investigated and reverted back to me via email (impersonal) that the rules and policy say this and that....we all know that policies are just on paper and not adhered to thoroughly. What I expected from Europcar was to come back and say, we have viewed the footage and we see that the car was checked thoroughly and therefore the bill for repairs of the car is yours because we are satisfied with the checking of the vehicle before if was handed to you.

I don't want to hear about policies that are only written on black and white. As far as I understand that the car rental industry is full ************ who would make other people pay even though the so called crack was not caused by them. Driving the car from Port Elizabeth to Johannesburg was our only crime. We drove that car as if we were driving our own, with care. If the crack was the way it was, we would have owned up to it if we knew we were in the wrong. This is sickening and disgusting to make your customers feel like irresponsible adults. All I have been getting lately are calls asking me when am I paying the bill of R5000.... oh my goodness!!!

A crack caused accidentally while on route, would have had other scratch marks visible so show that the crack is fresh on the vehicle. There is no such a thing to showcase that the crack was there to begin with