Complaint Review: Enterprise Rent A Car

My husband was in an accident on Feb. 21, 2013 my insurance company, USAA, contacted Enterprise in Montgomery, AL, where the accident had occurred to secure a vehicle so he could have transportation.  Ashley, the attendant, was great.  She brought him a truck(only available vehicle), and they quickly surveyed the truck via walk around and noted 'no damage' and he accepted the vehicle.  He drove back to Huntsville, and used the vehicle one more day an additional 8 mile, round trip to and from work, then parked it in the driveway for the weekend. We used our other POV for the weekend activities.

 On Monday, Feb. 25 he and I returned the truck to the Madison location to exchange the truck for a sedan.  At turn-in Mr. Auerbach said he would have to file a damage report. My husband was stunned, as he had had no issues with the truck, nor used it other than minimally.  While he was discussing this with the agent, I walked out to the truck to see what the 'damage' was, I couldn't find it.  Walked back into the office and asked that the agent show us what he is claiming...as I couldn't see it.  Mr. Auerbach then escorted us out to the vehicle and knelt down and with his hands rubbed over the front chrome bumper, left of the license plate, which obscured most of the 'damage' and said 'see this indentation'? We couldn't at first, until we all shifted left a little, cocked our heads and then were 'oh okay, now I can see it" The damage was VERY difficult to see, and at acceptance of vehicle in Montgomery was overlooked we feel,  by BOTH, the agent and my husband.

We received a letter asking for insurance and/or payment for new bumper, loss of use, admin fees etc.  In turn, my husband per letter, emailed the damage center along with a picture of the 'damage location' and called and left a message, stating the situation and our dispute.  Call NEVER returned. We received another letter and email, stating he is responsible with attached photos, none of which were of the area that he is being accused of damaging.  

*Note  The 'damage' is NOT easily or even somewhat visible at vehicle inspection that one performs when accepting a rental car. He/we have rented several cars over the years on active military duty, and since retirement, for TDY and now business related travel.  We have NEVER physically run  hands over a vehicle we/he/I are renting to 'check' for dents nor got down on our/my hands and knees to look for damage.

We have  respectfully requested a thorough review of this claim and its supporting documents, as they dont support the claim as stated.  Have asked that they please review the picture we have sent.  I believe common sense should prevail in this instance.  I believe that Mr. Auerbach (the receiving agent) was doing his job to the best of his abilities; however this claim is over zealous at best.  I repeat, this particular damage is obscured by the license plate, and is easily overlooked, and was by both parties at initial rental.  In fact, if the damage was caused by my husband, in the area that we are being accused of damaging ....the front license plate would also reflect damage as well....it does not.  

I have spoken with our insurance company, to make them aware and to tell them we are disputing the claim.  Together our agent and I called Diane at DRU Atlanta (3-way call) to wit our adjuster asked Diane what exactly is Enterprise claiming, and where.  She asked him if we had received the pictures of the damage......he said "Yes, I am looking at the pictures you sent my insured, and can you please tell me where the damage is?" She asked that he give her a moment to look through the pictures.  After some moments, she said "well I have 20 pictures here, so I haven't found one yet" again, my agent replied, "No problem Diane, however the supporting documents/pictures you have sent our insured do not reflect any damage.....I do not see any damage, nor are the pictures of the area they are being accused of damaging"  Her attitude changed, surprise.  My agent remained cordial and suggested Diane call him back when she located the pictures that actually reflect the area we are being accused of damage.  That was on March 26.  No return calls.

Today my husband received a call from the Montgomery Regional Manager.  Basically my husband rehashes the whole story, and the RM said he has pictures with a yellow placard pointing to area ...6 or 7 dents on bumper, lower black deflector damage.  My husband was like "you've got to be kidding me" that was not even mentioned at turn -in so he doesn't know where he is pulling that from, we or he was being accused of 1 dent at center....that's it.  We took a picture at turn-in.  

So we-my husband, our insurance adjuster and myself have all at one point or another have spoken with various employees of ERAC.  Their supporting documents have yet to support the damage that we are being accused of, and now with this latest call have apparently been completely changed.  

ERAC has a contract with our insurance company to supply vehicles in event of accidents etc.  USAA is the company, and they have been awesome and our adjuster is just floored by all that ERAC has been putting us through and how they have completely bungled this whole claim.  

We can't help but feel that this is some sort of fraud or scam.  What a mess!!!!  So very very frustrating.