Complaint Review: Enterprise Rent-a-Car (Philadelphia Airport) - Philadelphia Pennsylvania

Who gets married in Philadelphia, in February, right? Well, our friends did and we came from South Florida to celebrate with them. Arrived in Philadelphia around 10:30 at night on Thursday, February 19, 2015, got our bags and took the enterprise bus to go and get our rental. It was about 5 degrees outside (if not less), snow on the ground, freezing, and dark. We told the customer services representative that we needed a car with an USB port so we can charge and connect our iPhones and she promised that the car we were getting definitely had it. They pulled the car around and did a quick walk around since we were all freezing. Although we pointed out several questionable looking bumps, we were assured that they were nothing and we shouldn't worry about it. We got into the car and quickly realized that the car did not have the requested and needed USB port. So, we went back inside and were told that we were going to have to get another car.

They pulled another car around. We made sure that this new car had the USB and exchanged the paperwork for the new vehicle. Because it was freezing outside, the girl brought out the new paperwork for us to sign, collected the paperwork from the first car and ran back inside. No formal walk through or walk around was done this time around and we were on our way to our friends' house. 

We hardly drove or touched that rental car the entire weekend. The reason that we decided to rent a car in the first place was so our busy marrying friends won't have to waste time picking us up and dropping us off at the airport. Otherwise, the entire weekend we spent with them driving around in their cars.

Fast forward to Sunday, February 22, 2015. It was sunny, 1 pm in the afternoon and much warmer (around 45 degrees). We were driving to the airport, rushing in hopes of making our flight on time. Upon returning our vehicle, the girl that was doing walk through was taking her time, bending and kneeling next to each tire and cleaning the car from snow to get a better look. Finally, she kneels down next to the back right side of the vehicle, shakes the snow off the car and discovers a dent. We were shocked and tried to explain to her that when we were picking up the car noone did that kind of walk through and never did anyone kneeled down next to the car to examine or inspect damage upon the pick up. There was no walk around or walk through done or if one was done it was more like a run around that we did not even notice it.

We were running late for our flight, got a receipt and had to run to catch our plane. Upon coming back to Miami, we spoke to several different representatives explaining to them what happened but to no avail. They rudely blamed us for all the damages and demanded prompt payment of over $700 and for us to make a claim with our insurance company. 

Now, we received a formal damage claim letter and we are being charged over $1,000 for the alleged damages (apparently we are also being charged for some administrative fees and non use fees). We are planning to fight this. They are blaming these damages on us when we did not damage the car and hardly drove it at all and this is not fair, not right, and simply not true.

Shame on Enterprise for trying to make us pay for something that was clearly already there and not noticed by their rep in a freezing weather in the middle of the night in a bad lighting on a white car. She did not kneel next to the car like the lady did that discovered the damage upon return. We requested the videos of both walk throughs for comparison but the company refuses to provide those to us and demands an immediate payment.

We will never use Enterprise again and, after learning this lesson, will always take videos and photos and will never trust another rental company again. What a bad experience and what a horrible customer service. CUSTOMERS BEWARE AND PROTECT YOURSELVES. OTHERWISE, THEY WILL BLAME ALREADY EXISTING DAMAGES ON YOU!!!