Complaint Review: Enterprise Rent-A-Car

During a blizzardous morning in January 2011, I was full metal crunched by a Ford Explorer that lost control in the snow and slammed my VW into an 18-wheeler on the I-95.  We spun out, my car was totalled, but fortunately, I survived.  An hour later, my insurance set me up with a rental from ERAC. When I did the initial inspection, the snow continued & the roof was covered with it. The CT agent kept pressing me to take the insurance coverage, but I declined.

Upon returning the vehicle, the NH agent told me she would have to report the "severe" dents I put in the roof.  In shock, I followed her outside so she could show me. She circled the so-called "severity" with her fingers. "These severe dents," she said again.  The car was dusty and her fingers left 2 clean circles. The darkness helped my eyes finally detect 2 very slight ripples. I let her know the roof had been covered with snow during the walk around, but that I wouldn't have seen these visually imperceptible ripples on a sunny day (like I didn't right then). "Just the fact that you keep referring to these as severe dents is not the truth," I responded.

I kept waiting for the candid camera crew to pop out of the trunk and let me off the hook, but they never
did. Instead, I was handed a DRU (Damage Recovery Unit) form warning me to respond in a timely fashion or else risk losing $upport for my claim. 

I disputed the claim. Hours turned into days of being on hold. My claim agent was never available.  Every worker that looked at the pictures agreed they couldn't believe it either, so my case would probably just be dismissed.

Finally, I received a letter in the mail. My dispute was denied and I owed Enterprise $1300. I began making calls again.  A few days later, I actually got a hold of my claim agent.  I told her I had been calling all month.  She informed me someone had left me a message a week ago denying my claim.  I never received that message.

I asked to speak to a manager.  I was given the Risk Manager's number. In 2 sentences, my hopes for any reasonable resolve were dashed. Her unbending conclusion was that it didn't matter how many pictures I had taken of the car in which the "damage" was barely visible; the body shop found $1300 of it and I was responsible. Period.  Rules kept.  No further discussion.   

I am very saddened by this case. My previous experience with Enterprise has been nothing but positive. I even brushed a pole with one rental, and had no problem paying to get it fixed, because I was responsible for the damage.  All previous agents had been friendly and helpful through all of it.

I pray this has just fallen into the wrong hands.  I've been attempting to contact someone at the decision making level that holds to the high standard of integrity & business ethics that Jack Taylor originally founded his company upon in 1957. Mr. Taylor's philosophy, "Take care of your customers & your employees first, and the profits will follow."

My insurance company is paying for all the deductibles & costs associated with this damage & my rates will not increase. I have nothing to lose financially if I just walk away.  I happen to be an artist who values truth, justice and human kindeness and this charge goes against the deepest parts of my soul where all the color lives. 

Someone PLEASE help me with the restoration of justice and faith in American Enterprise.

Thank you kindly for any and all consideration or guidance.