Complaint Review: Enterprise Rent A Car

On March 6, 2013 we reserved a Nissan car from Enterprise because we would be traveling to Chicago Illinois, in order for us to kill time, we went to Enterprise at noon to fill out the paper work so the car can be ready for pick up at 5pm. We arrived at Enterprise at noon, the office manager Holly took care of us, we informed her of our plans and why we wanted the paperwork out of the way and she agreed, she ran my credit card and to my surpise it declined,

when I asked her how much did she run it for, she stated "$400 dollars" I replied why $400 and she stated "$200 for your deposit and $200 for the car", it was odd to me so I gave her my debit card and told her to run the deposit on the debit card and the remainer on my credit card, she was hesitant but ran my debit card, after this bad incident she had me fill out the paperwork,

my wife informed her we had full coverage on our own vehicle insurance and they would be covering the rental, you could tell she was annoyed by us not taking their insurance, she proceeded to have me fill out the paperwork in which I intialed, I don't know how many paragraphs and we were done with all the paperwork she said the vehicle would be ready for our pickup at 5pm. We arrive at Enterprise at 5pm to pick up the car and hit the road,

well to our surpise the lobby was filled with people and 4 representatives behind the desk, we sat for an HOUR before taken care of, mind you they close at 6pm and you can see they were trying to rush out, while waiting for our vehicle I noticed that every person renting a car was being told that $50 deposit was mandatory, I questioned my wife as to why we were paying $200 when everyone else was only paying $50 (I have never rented a car from Enterprise,

my rentals have ALWAYS been through Alamo and they are EXCELLENT), it was time for us to get the keys to our rental and to our surprise they were giving us a ford focus, I instantly told the representative "I did not rent a ford focus, I rented a nissan" and she said "well a nissan just drove up would you like that one, but it has not been washed or anything", I looked at my wife and told her I would prefer the nissan so we walked over to the nissan,

my wife and the representative walked around the car and looked for damage, the representative said "there is damage to the bumper that has been noted, it was caused by a car wash" in which I replied "that doesn't look like a car wash damage" and she replied "I know but that is what the driver said" my wife and the representative started looking at the tires to make sure they were not worn out for our long trip, after they both agreed that the tires were good,

the representative noted the car being rented on the form along with the bumper damage and checked off "No Damage", I found it odd that the no damage was checked off when there was damage, but off we were. Upon getting home my wife noticed that the hub caps were scratched and immediately called the office but it was closed, the following morning we were on the road but decided to call enterprise and informed them that we didnt damage the caps but the representative didnt mark them down on the form and Holly replied "oh don't worry about that we have knowledge of it" my wife replied "but it was not marked down"

all in all we were told not to worry so we didn't. We drove through Texas, Oklahoma, Minnesota and into Illinois, there was no rain, snow, hail or any type of severe storms that would cause hail indents to the vehicle. On our way back home we drove through Illinois, Minnesota, Oklahoma and Texas, we had some rain in Minnesota but once again not enough to cause hail damage on a vehicle. Upon the return of the vehicle my wife calls me to inform me that they would be filing a claim against our insurance because there was hail damage, my response was but we weren't in no hail storm, and my wife tried to explain that that damage did not occur on our watch,

and the representative said "I'm not going to argue with you Mrs. Gomez you signed the forms that said no damage therefore your responsible" my wife tried to explained that the forms were filed PRIOR to us getting the car, she tried to explained that the vehicle was not properly inspected due to the closing time and it was not the vehicle they intended to give us. The representative did not listen gave her a typed statement in which my wife rebuttal and signed. To our surprise we were informed that there was a hail storm in San Antonio the weekend we were in Chicago,

when my wife was putting two and two together, she stated "when I dropped off the vehicle I found it odd that they were inspecting the vehicle without me turning in the keys". We provided enterprise with evidence that we were not in a hail storm, 7 day weather forecast from the 3 states we drove through, we have receipts that show day, time and place we were in and we ran a car fax on the rented vehicle in which it shows that the vehicle was in Dallas Texas on January 9th, 2013 getting an emissions test and a week later Dallas Texas got a really bad hail storm.

How is that for coincidence? I faxed all my information over to their claims department, left messages, I even left a message at the corporate office Don Ross and I have yet to receive a call back, but I received an invoice stating I owe them $1000 dollars for damages, I informed my insurance of EVERYTHING I faxed them over the same information Enterprise received.

Hail damage would not make my premium go up if I was definitely in a hail storm, I would not protest it but the fact of the matter is that they are trying to take advantage of their customers and that is not right. I am VERY VERY upset with how the whole situation was handled, I will report Enterprise to EVERY AND ANY fraudulent claims bureau or any site that will listen to us. OUR evidence can speak for itself, we were NOT in a hail storm, this claim is so FRAUDULENT, someone please fix them!!