Complaint Review: Enterprise Rent-A-Car

I am posting this on Ripoff Report on behalf of my friend, who is the official renter for this case.
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I rented a Dodge Grand Caravan on Feb 17, 2012 from Enterprise Cypress, CA location. We took pictures and walked around the vehicle to ensure good condition. On Feb 20, 2012 when my Dad returned the car it suddenly had a dent on the roof from the inspection. Dad mentioned that the dent was shallow and not visible from a walking view; even after the staff pointed it out, it was still difficult to notice even in the daylight. During the 3-day rental period, there was no accident or situation like object hitting/putting on the roof that would have caused any dent.

Enterprise then generated a Vehicle Accident Report after inspection to identify the alleged accident date as 2/20/2012. I called Cypress branch the same day several times to finally talk to the person claimed to be the Manager to dispute. The man I had talked to told me they had communicated with the other Enterprise branch where the car was transferred from, and found out the dent on roof was a pre-existing damage. He promised to take care of it and assured repeatedly not to worry about this claim. Therefore I thought the case has been resolved.He promised to take care of it and assured repeatedly not to worry about this claim. Therefore, I thought this case was all sorted out and resolved.

FOUR AND HALF months later I received a letter with $2401.16
bill from Damage Recovery Unit(DRU), dated 6/27/2012, stating I am responsible for the vehicle damages. I called DRU to dispute and explained the outcome on 2/20; I was told by the representative that all previous rentals with no roof damage sighted on other records. I am outraged. Apparently Enterprise doesnt have a good system for assessing and documenting the vehicles. There must be previous rental records indicating the roof damage yet they dont look at them, or there is some internal communication issue that Cypess branch and the other branch where the car was transferred from did not update the damage record as the Manager promised to take care of it. It's also regretful that Enterprise could not honor the promise to customers, but caused more troubles to be resolved.

During the several dispute phone and email communications with Enterprise DRU in past weeks, they refuse to further review and investigate my point of pre-existing damage and Cypress branchs Manager (or maybe just a Staff?)s commitment to take care of this claim on 2/20, but insist all documents indicate I am responsible for this damage.

I also called and visited Cypress branch to try to find the staff/Manager who promised me on 2/20 as a proof that I am not responsible for this claim. The current Manager/staffs refuse to provide employee info in Feb and the other Branch location/name which the car was transferred from, but keep telling me to contact DRU or my insurance company to take care of the bill.

I find it suspicious and dishonest that I am being expected to pay an unreasonable amount for damage, which I did not cause, to a car with preexisting damage that had not been repaired.

Suspicious points that I will continue to dispute:

 1. the repair and subsequent damage claim with photos, repair estimate/cost, an invoice were executed and provided to renter at least 4 MONTHS LATER after the return date 2/20. No repairing estimate and other related claim info until the letter dated 6/27/2012. How do I know if Enterprise rent the car to other party, damage occurred during these 4 months and wrongly billed to me?

2. The damage was so minor and invisible that from first version of black and white photo I
received with claim letter, I cannot tell where the dent is. Even after I emailed DRU for digital file and received second version of color image, I still CANNOT SEE ANY DENT.

 3. According to DRU, all previous rental records with no roof damage. Pictures of vehicle prior rented to us should be provided as a proof.

4. Enterprise declares I am responsible for the damage because I signed off Rental Agreement stating No Damage. I did a thorough inspection of the sides, front, and back of the car, but neglected to check the roof as its hard for me to climb up on the wheel well and look at the top roof. Doesnt the staff have certain responsibility to remind, advise, or assist customer to check such unusual place? And such responsibility of checking ROOF seems only exist at return inspection?

This is not an isolated incident. The Internet has numerous examples of consumers complaining about Enterprises obvious pattern and practice of charging Renters for arguable damage claims.

I am requesting the assistance of the Better Business Bureau to resolve this issue since Enterprise has ignored my dispute or request to provide more info.