- Report: #940274
Complaint Review: Enterprise Rent-A-Car - Hanover Maryland
Reported By:
David -
Evergreen, Colorado, United States of America
Submitted:
Updated:
-
Author Confirmed
Why?
Enterprise Rent-A-Car
7434 New Ridge Road, Hanover, MD Hanover, 21076-3101 Maryland, United States of America
Phone:
410-684-3295
Web:
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
Enterprise Rent-A-Car Enterprise Rent-A-Car, Damage Claim Experience Hanover, Maryland
Enterprise Rent-A-Car, Damage Claim
Experience.
I see that I am not alone regarding damage claims being asserted by Enterprise Rent-A-Car against their customers.
To my knowledge, we have only rented from Enterprise once. In about 2006, my wife and I flew from Denver, CO to Grand Rapids, MI where we arranged for a rental at the Grand Rapids Airport. Our family has some cottages on Lake Michigan, near Holland, which they have owned for many years. We have made many trips there over the years to vacation and see family.
We rented the car to drive our 90 year old mother to her cottage, which is approximately 40 miles from the airport. We spent an enjoyable week there, then returned the car to the airport and flew back to Colorado. I estimate there was less than 100 miles of driving.
Sometime after our return, we received a call from Enterprise saying that we had an accident and needed to pay damages of $350. I told him there was no accident. The only people who used the car were my wife and I, while transporting our 90 year old mother to and from her cottage. When he became insistent that damages be paid, I offered to arbitrate the matter in Grand Rapids. He declined. I also sent a letter to Enterprise denying there was any accident. The car was returned in exactly the same condition as when it was picked up.
The Enterprise representative called again and said they would send a photo of the damage and the written damage estimate. No photo was sent. We did receive the purported damage estimate, though, which said 3/8 inch and front bumper. Also, and importantly, it showed the car had been driven another 1,200 miles, by someone else, after we returned it to the Enterprise lot. By the way, 1,200 miles is approximately the distance from Detroit to New Orleans. When I pointed this out to the Enterprise representative, in writing, we heard nothing further. After a year or so, still having heard nothing, I thought the matter was concluded and chucked the entire file including the rental contract and the letters which fully documented the situation.
Since that unpleasant experience we have only rented cars or vans from other companies. I was fully prepared to put the Enterprise fiasco was behind us. But no! It was not to be.
This summer, my wife arranged for a rental car from Enterprise, to be picked up at the Baltimore Washington International Airport (BWI). They had offered a significantly reduced rental rate and she bit on it. Our plan was to take a much needed 11 day vacation, by flying to Baltimore then driving the seashore and Barrier Islands, from Baltimore, MD to Savannah, GA. We arrived at the Enterprise rental counter in Baltimore on May 25, 2012. It was then she was informed that we were on their Do Not Rent list for failure to pay damages from the previous accident. We therefore rented an SUV from Hertz, at an adjoining counter, and had a splendid vacation. Thank you, Hertz.
This was a phony claim and it was clear that was the case from the beginning. It is not a matter of money. It is a matter of principal: we just dont pay damages for accidents that never happened. Enterprise had the opportunity to do what was right; and they failed.
Experience.
I see that I am not alone regarding damage claims being asserted by Enterprise Rent-A-Car against their customers.
To my knowledge, we have only rented from Enterprise once. In about 2006, my wife and I flew from Denver, CO to Grand Rapids, MI where we arranged for a rental at the Grand Rapids Airport. Our family has some cottages on Lake Michigan, near Holland, which they have owned for many years. We have made many trips there over the years to vacation and see family.
We rented the car to drive our 90 year old mother to her cottage, which is approximately 40 miles from the airport. We spent an enjoyable week there, then returned the car to the airport and flew back to Colorado. I estimate there was less than 100 miles of driving.
Sometime after our return, we received a call from Enterprise saying that we had an accident and needed to pay damages of $350. I told him there was no accident. The only people who used the car were my wife and I, while transporting our 90 year old mother to and from her cottage. When he became insistent that damages be paid, I offered to arbitrate the matter in Grand Rapids. He declined. I also sent a letter to Enterprise denying there was any accident. The car was returned in exactly the same condition as when it was picked up.
The Enterprise representative called again and said they would send a photo of the damage and the written damage estimate. No photo was sent. We did receive the purported damage estimate, though, which said 3/8 inch and front bumper. Also, and importantly, it showed the car had been driven another 1,200 miles, by someone else, after we returned it to the Enterprise lot. By the way, 1,200 miles is approximately the distance from Detroit to New Orleans. When I pointed this out to the Enterprise representative, in writing, we heard nothing further. After a year or so, still having heard nothing, I thought the matter was concluded and chucked the entire file including the rental contract and the letters which fully documented the situation.
Since that unpleasant experience we have only rented cars or vans from other companies. I was fully prepared to put the Enterprise fiasco was behind us. But no! It was not to be.
This summer, my wife arranged for a rental car from Enterprise, to be picked up at the Baltimore Washington International Airport (BWI). They had offered a significantly reduced rental rate and she bit on it. Our plan was to take a much needed 11 day vacation, by flying to Baltimore then driving the seashore and Barrier Islands, from Baltimore, MD to Savannah, GA. We arrived at the Enterprise rental counter in Baltimore on May 25, 2012. It was then she was informed that we were on their Do Not Rent list for failure to pay damages from the previous accident. We therefore rented an SUV from Hertz, at an adjoining counter, and had a splendid vacation. Thank you, Hertz.
This was a phony claim and it was clear that was the case from the beginning. It is not a matter of money. It is a matter of principal: we just dont pay damages for accidents that never happened. Enterprise had the opportunity to do what was right; and they failed.
2 Updates & Rebuttals
David Erickson
Evergreen,Colorado,
United States of America
Enterprise Rent-A_Car Damage Claims Experience
#2Author of original report
Sun, September 16, 2012
This is in response to the rebuttal posting by the Enterprise employee Genelle.
All of the information you ask for was provided to Enterprise at the time this claim was asserted against us. It was thoroughly documented and discussed at the time. It is already in your possession. There was no accident and I will not debate the issue again. At this time, I consider it a badge of honor for us to have been included on your Do Not Rent list. Our lives will continue just fine no matter what you think or do.
The claim Enterprise made against us was unsustainable and unsupportable, that is why we
refused to pay it and why you chose not to pursue it. But, this matter is not about us. It is about the policies and activities of Enterprise Rent-A-Car.
Following my posting are 270 other customer complaints regarding the activities of Enterprise. If these postings are correct, then Enterprise has been involved in some very serious misconduct. There is harsh language throughout those complaints; and I encourage all to read them.
Then go on the internet and type in Enterprise Rent and any of the following words false
claims; phony claims; rent fraud; rent scam or any others of your own choosing. You will see numerous sites and postings reflecting the depth of the Enterprises claims activities. As a famous Senator is supposed to have once said: A billion here, a billion there, and pretty soon you're talking
real money"
One suggestion: A lot of the customer complaints against Enterprise allege that there was previous damage to the rental car and that Enterprise appears to have double dipped by making successive or serial claims against customers. Why not just furnish customers at the time they rent, a complete damage and claims history on the rental car? This would already be one of your computerized auto records and would avoid future disputes with customers.
Enterprise Rent-A-Car
St. Louis,Missouri,
USA
Enterprise Rent A Car
#3UPDATE Employee
Thu, September 13, 2012
Weve taken note of your complaint. As customer service is of the utmost importance, we would like the opportunity to look into this concern for you. Please contact us at care[at]enterprise.com with complete details, including your contact information, rental agreement or "DX" or damage claim number and any further information regarding your experience with us.
When emailing, please list Reference Number 120913-002455 in the subject line. We look forward to hearing from you.
Respectfully,
Genelle
Enterprise Rent A Car
