- Report: #984924
Complaint Review: enterprise-rent-a-car - Internet
Reported By:
CE -
Baltimore, Maryland, United States of America
Submitted:
Updated:
-
Author Confirmed
Why?
enterprise-rent-a-car
1307 Eastern Avenue 21231 Internet, United States of America
Phone:
(410) 276-4850
Web:
http://www.enterprise.com/car_rental/deeplinkmap.do?gpbr=1837&bid=004&cnty=US
Categories:
Business Rating:
(0)
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enterprise-rent-a-car False damage claim, Internet
Report Attachments
After a multi-car accident in early November, I was referred to a local garage for repairs. Through the garage, I was able to rent a car from Enterprise, and I took the cheapest option they had available knowing I was going to drive it as little as possible. They provided a Dodge Avenger with some scratches/dents, but overall a nice car.
After ten days in the shop, my car still wasn't ready (thanks to some issues I had with the garage), and the garage offered to pay for my rental going forward until my car was fixed. I had the car for 3 weeks and probably drove it 5 or 6 days. It was parked outside my front door most of the time.
Finally when I went to pay for my car and pick it up, I was instructed to leave my rental car at the garage. No one walked around the car with me, I was just asked to leave the keys. After 3 weeks, I really just wanted MY car back, and was happy to hand over the rental.
Later that day, I received a voicemail from Enterprise about alleged damage to the tire. They said they would be contacting my insurance company, so I called my insurance rep. My rep told me they didn't know much, but Enterprise was claiming damage to one of the rear tires, which, I thought was strange because a) I hadn't done any damage to the tire, and b) tires aren't even on the rental agreement - so who looks at tires? I shared this with my insurance company and sent them a copy of the rental agreement for their reference. Silence.
WEEKS later, I receive a letter from Enterprise asking for resolution, and mind you, I haven't received ANY information from them other than the call I had with my insurance company. Very strange to request resolution to a claim I know nothing about. Shortly thereafter, I received a call from my insurance company saying the damages are below my deductible so they are removing themselves - okay, makes sense. THEN A WEEK AGO (a full month after I dropped off the car), I receive a letter from Enterprise and an estimate as to the damages - $595 for "body damage"!!! What?
Not only is this claim DIFFERENT than the verbal claim provided to my insurance company (they said it was tire damage), but now there's body damage? I barely drove that car! And the photos they sent in the letter are black and white - you can't see anything on them. I called the contact at Enterprise and all he can say is that they aren't "accusing me" of damaging the car, but only that when they received it it WAS damaged. He pointed me to a clause in the contract which essentially states that the renter is responsible for any damages they find EVEN IF you are asked to leave the car in the hands of a third party. UH... REALLY? I didn't sign anything ending that lease agreement with Enterprise. No one walked around the car with me - no discussion. Only accusation of damages when the car wasn't even in my possession (at their instruction) for the whole time.
I have now received color photos of the car and apparent damages via email, but frankly, I can't see ANYTHING in these photos, and I think it's terribly sketchy that there have been two different reports of damage (different both times) and that's it - I'm just expected to take financial responsibility for damages that I did not do. You have to wonder if there's something else amiss here - is this a was to get reimbursed for lost revenue between the garage and Enterprise because my car wasn't done in time? What can I do? I am a very ethical person and I truly feel like I am being scammed.
After ten days in the shop, my car still wasn't ready (thanks to some issues I had with the garage), and the garage offered to pay for my rental going forward until my car was fixed. I had the car for 3 weeks and probably drove it 5 or 6 days. It was parked outside my front door most of the time.
Finally when I went to pay for my car and pick it up, I was instructed to leave my rental car at the garage. No one walked around the car with me, I was just asked to leave the keys. After 3 weeks, I really just wanted MY car back, and was happy to hand over the rental.
Later that day, I received a voicemail from Enterprise about alleged damage to the tire. They said they would be contacting my insurance company, so I called my insurance rep. My rep told me they didn't know much, but Enterprise was claiming damage to one of the rear tires, which, I thought was strange because a) I hadn't done any damage to the tire, and b) tires aren't even on the rental agreement - so who looks at tires? I shared this with my insurance company and sent them a copy of the rental agreement for their reference. Silence.
WEEKS later, I receive a letter from Enterprise asking for resolution, and mind you, I haven't received ANY information from them other than the call I had with my insurance company. Very strange to request resolution to a claim I know nothing about. Shortly thereafter, I received a call from my insurance company saying the damages are below my deductible so they are removing themselves - okay, makes sense. THEN A WEEK AGO (a full month after I dropped off the car), I receive a letter from Enterprise and an estimate as to the damages - $595 for "body damage"!!! What?
Not only is this claim DIFFERENT than the verbal claim provided to my insurance company (they said it was tire damage), but now there's body damage? I barely drove that car! And the photos they sent in the letter are black and white - you can't see anything on them. I called the contact at Enterprise and all he can say is that they aren't "accusing me" of damaging the car, but only that when they received it it WAS damaged. He pointed me to a clause in the contract which essentially states that the renter is responsible for any damages they find EVEN IF you are asked to leave the car in the hands of a third party. UH... REALLY? I didn't sign anything ending that lease agreement with Enterprise. No one walked around the car with me - no discussion. Only accusation of damages when the car wasn't even in my possession (at their instruction) for the whole time.
I have now received color photos of the car and apparent damages via email, but frankly, I can't see ANYTHING in these photos, and I think it's terribly sketchy that there have been two different reports of damage (different both times) and that's it - I'm just expected to take financial responsibility for damages that I did not do. You have to wonder if there's something else amiss here - is this a was to get reimbursed for lost revenue between the garage and Enterprise because my car wasn't done in time? What can I do? I am a very ethical person and I truly feel like I am being scammed.
2 Updates & Rebuttals
Enterprise Rent-A-Car
St. Louis,Missouri,
USA
Enterprise Cares
#2UPDATE Employee
Fri, December 21, 2012
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.
When emailing, please list reference # 121221-000728 in the subject line.
Gillian T.
Social Monitor Coordinator
CCosta
Baltimore,Maryland,
United States of America
enterprise-rent-a-car False damage claim, Baltimore, MD
#3Author of original report
Fri, December 21, 2012
Updated city.
