Complaint Review: Enterprise Rent-A-Car - Nationwide

On June 11^th, 2015, I rented a 2015 Chevrolet E25C Conversion van from Enterprise Rent-A-Car. At the time the rental agreement was signed, both myself and the representative performed a detailed review of the condition of the entire vehicle except for the roof.  Neither he nor I were able to get any type of visual of the roof as it sits 85” high.  The vehicle was driven primarily on Interstate 95 from the above location to Land O’Lakes, FL and returned to the Enterprise location at 2408 Land O’Lakes Blvd in Land O’Lakes, FL 34639 on the evening of June 14^th.  The vehicle keys were placed into the drop-box at location. 

From the evening of return until July 16^th (32 days) there was no contact of any kind from Enterprise.  I then received a generic form-letter stating that I was responsible for damage to the vehicle.  No additional information was included.  I spoke with a representative in the Damage Recovery Unit on Friday, July 17^th, who stated that he had no information on the damage. 

A regional manager from Enterprise, contacted me via phone advising that he researched the claim and that I am, in fact, responsible for the damage.  I then asked, “What exactly IS the damage?” since I wasn’t aware even at that point.  He could not immediately answer my question and advised me to “give him a second”.  After, what seemed like rustling through paperwork, he returned and said “There were multiple large dents on the roof from either hail or a possible storm”.  He was very argumentative, would interrupt me quickly when I spoke, and continually refused to provide me with his supervisor’s name or contact information stating that he was the person who makes the final determination of who is responsible for the damage and reiterated over and over that I was responsible.  He stated that he had photographs and documents that he would email to me proving I am responsible for the damage.

On July 24^th, I received the photographs and a document, said to be “proof”, via email.  After review, the following are reasons this claim is clearly fraudulent and suspiciously identical to numerous other complaints by customers on the east coast.

• The photographs are NOT date/time stamped.

• The vehicle was moved from my drop off location to an unknown location when/where the photos were taken.

• The document provided as “proof of damage” contains no “official” company logo, names or contacts.

• There are no official receipts, work orders, or quotes from a body shop. (Breakdown of costs seem to be generated in a Word document).

• The photos show NO large dents or damage from hail or storm.

• The license plate on the vehicle in the photo is not clear.

• Inconsistencies of vehicle model # (G20 vs. E25C) on quote and rental agreement.

• Lack of details known by Enterprise representatives on this claim.

• No notification was made informing me of damage until AFTER the vehicle was supposedly repaired and some 32 days later the return of the vehicle.

• 85 Miles driven after drop-off.

After closely reviewing the photos received, there is a strong possibility the photos are NOT of the vehicle driven by me.  Similar, but with hood damage, which was not the damage in question.  Remember, there are inconsistencies regarding the model of the van on various documents.

These fraudulent damage claims, many exactly identical to mine claiming “hale or storm damage” must stop.  In my particular case, I believe that because the van sits so high from the ground that no one could see the roof without a ladder, therefore, I was the perfect target.