Enterprise rent a car fraudulent damage charges Dayton Ohio
On Monday May 6th I returned a rental car to enterprise rent a car on Riverview ave in Dayton,OH. This was my 7th or 8th time renting a car in the past 3 months and I've always taken great care of the vehicles so I was expecting this check out to go as smooth as usual, but it definitely did not. As the rep is taking a walk around the car I noticed that he was using a tool to determine if there was a dent in the hood. Immediately I was confused because I know I didn't damage the car and although I didn't get to investigate the car with the same tool he used to see if there was a dent I didn't see any dents in the car during pick up.
The rep comes back inside and asked if anyone was sitting on the hood. I told him no and asked him to show me. He takes me outside to see the dent and after having me stand a certain angle I was able to see that there was a dent in the hood. I reassured him I did not damage the hood and while I did the walk around the car when I picked it up I did not stare at the hood at that specific angle to see the dent nor did the rep offer me a tool to determine in fact there was a dent. To me the hood looked normal until he pointed out. Eventually we went back into the office and the rep begins to fill out an accident report.
I then stated that I did not damage the car and I don't think its right to just charge a loyal customer for something they didn't do. I then asked if there was someone I could speak to and another rep gave me the phone number to his boss name Diana. After 3 phone calls and 2 voice mails I decided to just sign the paper and follow up with a damage dispute. Just before leaving the store I asked if I could have a corporate contact email or number and the rep wouldn't give me info. He just said call their 800 number. I then asked if I could take pictures of the dent and the rep told no I can't because the car was already at the shop even though I just returned the car 15 minutes prior.
After leaving I called the number that was given to me and once I contacted someone the lady was extremely rude. While I was explaining what happened the lady I was speaking to immediately cut me off and said do you want me to file the dispute or not. I also sent an email about what happened to me to the email address on their website and not one person has made an attempt to contact me back. I know for a fact I did not damage that car and I understand we live in a country that is built off of capitalism but i don't think a loyal customer should be taken advantage off just because the company wants to make a few extra bucks.
4 Updates & Rebuttals
Veritas52
Randallstown,Maryland,
Really? Smells Like Fraud to Me
#5Consumer Comment
Sun, October 27, 2013
Yes, one is responsible for the rental car damage when in his care. But I have been driving personal and rental cars for over forty years and have never had a car damaged by someone sitting on it. The scrutiny of the hood given by the return agent is awfully suspicious. Enterprise has too many of these dispusted damage claims for this not to normal business practice for therm.
Brandon
Dayton,Ohio,
problem resolved
#5Author of original report
Wed, May 22, 2013
I just received an email today stating that it was in fact prior damage that was done to the vehicle and we just didn't see it when I picked up the vehicle. Which as I explained previously it was difficult for the untrained eye to see it. I am a little disheartened by how I was treated by the reps at the Dayton, OH Riverview ave when I told them I didn't damage the vehicle. I understand they were just doing their job but i also understand there is a certain level of professionalism you must maintain in customer service and that was not the case.
Also I felt very disrespected by the lady I spoke to when disputing the claim. Between my fiancé and I we've rented from Enterprise 8-10 times over past 3-4 months, sometimes up to a week at a time and I will definitely second guess that going forward. Especially that location. The part that made me the most upset is due to the hold on my $250 for something I didn't do I had to go a whole week without power in my house (with a child) because I was unable to pay our bill.
Enterprise Rent-A-Car
St. Louis,Missouri,
Enterprise Rent A Car
#5REBUTTAL Owner of company
Wed, May 22, 2013
Thank you for bringing this to our attention. We would like to look into this further. Please email Care[at]Enterprise.com with your full name, the exact rental location and any other details. -Tatiana
When emailing, please list reference # (130522-001322) the subject line.
Tyg
Pahrump,Nevada,
It isnt them attempting to defraud you...
#5Consumer Comment
Tue, May 07, 2013
Dear Sir.
Where I can understand your concerns about the rental car. Everything is spelled out in the rental agreement that you signed. Im 100% sure the wording in the contract states that you are personally responsible for the vehicle once it leaves the lot. Now I do believe that you have taken great care of your rentals, and have done so through all your rentals. However, you didnt damage the car, but someone may have sat on the hood of your car while you were away from it and it was parked. It is a unfortunate turn of events. You yourself did not damage the car, but it was damaged during your use of it. There in lays the problem. YOU are accountable for any damages done to the vehicle while in your possesion. The only way to avoid this is to make sure you go over the contract in more detail with your next rental and purchase the "Accidental Damage" insurance that is offered to you.
To solve this problem you will need to submit that the damage wasnt visible to you upon pick up or return. You need to ask if your own isurance can handle it. You need to ask for 3 seperate apraisals from non-rental company mechanics. You need to ask for any paperwork on any accidents that particular car may have had.