Customer service for any issues goes around and around, no one can help. You're transferred on calls or they say they'll make a report of it and then you will hear from them within 48-72 hours. The reply via email in that case will not have anything to do with your actual problem and then you'll have to keep moving in circles because they really don't care about your experience.
Cars are not noted to have scratches or dents and the host can try and charge you for ones, make sure you take really thorough pictures before you rent the car.