Complaint Review: Enterprise Rent-A-Car - Scotch Plains New Jersey

The title of my rebuttal includes a quote from the Enterprise employee that wrote the last rebuttal.  Well, it looks like "human error and inconsistencies in what is considered damage" worked in my favor today.  I was told over the phone that I would be absolved of the responsibility of paying the bill, but I am waiting to see that in writing.  Until then, I do not consider the problem rectified.  

I am an honest person who does take responsibility for my actions, however I cannot speak for everybody on this site.  In my situation, I have never felt so passionate about doing whatever it takes to stand up for myself when I know I am being taken advantage of. 

Just like I can't speak for everybody on here....you cannot speak for all of the employees that work at Enterprise and what their morals/values and business practices are.

Hopefully the regional manager that I spoke to on the phone today will follow through with alleviating me of the payment.  If that happens, I will be glad to let everyone on this site know that at least one  Enterprise employee actually does care about costumer satisfaction and hopefully I can delete my initial complaint all together.

Dude, are you for real. They tried to pull that scam on me some time back. After a word of prayer the accident scammers decided the damage didn't exist after all. That was a few years ago and I haven't rented from you people since. Nor will I ever! Change your way of running your scam company and the list of complaints will stop. Over 207 complaints on this site alone. Are proud of them?

I have worked for Enterprise Rent-a-Car for 4 years and all the talk about damage disputes is really quite disrespectful.  And say a lot about the poor moral fiber of our Country.

Unfortunately, damage does happen to cars.  Ironically, 9 out of 10 of cars that come back with clear and apparent damage are either a: "not my fault" or b: "already there when I got it".

Unfortunately, most people have a difficult time taking responsibility.

I will give an example.

When I was a manager in training, a gentleman brought back a car with a dent the size of a volkswagen in the side of the drivers side door of a red dodge dakota (pretty good memory huh?).  This man literally had to crawl out the passenger side door to exit the vehicle.  When I asked him how the damage occurred, he straight faced told me --- "it was there when I picked it up."

An interesting claim to make, considering I was also the same person to check him into the car, no damage was ever recorded on the vehicle previously, and no damage was marked on the contract.

I laughed and asked him how he wanted to pay his deductible, I could only assume that he was joking.

...He wasn't -  and started raging on about how important he was, and how he wasn't going to pay a dime, and all the business my company would lose if I tried to charge him. yadayadayada.

I was shocked...

Since that day my eyes were open to a very new type of criminal, the ones who refuse to take responsibility for themselves.

6 Reasons why Enterprise will NEVER charge you for damage you didn't commit:

1.  You signed a contract stating the condition of the vehicle, that you yourself had every opportunity to inspect for any and all damage before driving away.

2.  Enterprise keeps a computer database of any documented damage that has occurred over the life of the vehicle that has been entered into the computer and the vehicle information can be retrieved immediately upon request.  With this information we can see any damage that was done, any estimates of the damage and the exact date and time the damage occurred.
 
3.  Every piece of damage is researched by the DRU (Damage Recovery Unit) who sifts through the last 5 contracts to see if the damage was EVER recorded on paper but never transferred to the computer database.  This is the most powerful tool.  As it makes sure that even if you and the employee that checked you into the car missed the damage, it will find out if that damage had ever been recorded by any employee or customer over the last 5 rentals onto the paper contracts.

4.  Enterprise documents not only customer damage but ANY damage it finds ever.  Including:
      - undocumented damage. - employees will notify the manager and the manager will put through a report called an undocumented damage report that means the damage was not a customers fault but our's.  This damage is reported if a damaged car is found on our lot. This damage report can also be seen when we are researching damage on a vehicle.

5.  Enterprise makes no money off damage!  And employees make no money for finding damage. We use third party, local bodyshops to do all our repairs and estimates.  Any claim that the damage "did not exist" is bogus!  These shops WILL NOT make repairs if none are needed.  Given the time it takes to repair a vehicle and the stress it causes everyone - DAMAGE IS THE LAST THING AN EMPLOYEE OF ENTERPRISE WANTS TO SEE ON A CAR and is perhaps the most difficult part of the job.

6.  We are an honest company.  If there is any doubt in our mind that our cusotmer may have not caused the damage and it was possibly previous (ambiguous reports, improper contract completion, etc.) we always play in the favor of the customer.  Every time.

Look, i'm not just defending Enterprise because I work here.  They truly go above and beyond to fix customer concerns.  And I realize that anytime human error is involved that there can be inconsistencies in what is considered damage. 

The bottom line is:  look at what you are signing, if the big dent on the front of the car isn't on the contract, make sure it is before you leave.  And if you don't want to walk-around the car or are going into a hail storm, well you might as well take that insurance.

Hope this helps

I think they forgot to recharge Genelle's battery and replaced her. They probably used one from a Chevy Volt.
Don't get too close, those things have a habit of burning up!

KYLE ?????   OMG !!  What happened to "Genelle" ??  Did she finally throw her hands up in disgust and walk out after finally realizing what a crooked bunch of unethical scammers she was shilling for ???  Yep. Probably so.

Hello,

Thank you for your post. I would like to discuss this further. Please email me at care[at]enterprise.com with complete details, exact renting location, and rental agreement number. Please use # 120129-000445 in the subject line of the email. I look forward to hearing from you soon. Thank you. (Kyle)

Enterprise Rent a Car

Any car rental company could pull off this fake-damage scam but the only company that anyone complains of on Rip Off Report is Enterprise.  I can't remember seeing complaints about this scam from customers of Hertz, Budget, Alamo, or any other national car rental chain.  But there seems to be hundreds of almost identical complaints about fake damage claims for Enterprise.  And it's not just a single location or region.  It's nationwide.

My guess is that if you decline their damage waiver they find damage, real or imagined.  My solution is to stay away from Enterprise.  Their motto should be "We pick you up. Then we rip you off."

Yes, this is one of "Criminal Enterprise's" favorite scams on their customers.  You should definitely fight this fake charge and not give in to their scam.  What Enterprise fails to realize is that the more they scam their customers, the more customers they lose, and soon their will be no more customers left to scam.