Complaint Review: Enterprise Rent-A-Car - Westminster Maryland

I have rented from this company and branch many times in the past and have always had great service..not this last time.  After a fender bender(not my fault) I rented a car from Enterprise while my vehicle was in the shop being repaired.  The CSR (customer service representative) met me at the body shop and we did the walk through and paperwork.  It was raining rather hard but I made sure to check for any damages to the best of my ability - there were none.  I even touched parts of the car to make sure there were none.  I declined the insurance several times as the CSR had offered several times. All was good.

When everything was complete I called Enterprise to let them know I would be picking up my car from the body shop at a specific time.  I was informed that no-one could meet me at that time and to leave the car with the body shop.  Having a great past experience with them (dropping off rental car after hours before) this was not a problem for me.

Two hours later I receive a call from Enterprise stating there were two scratches - one on the hood and one on the driver side door.  I explained to the CSR that it was not from me and that I checked the car and cleaned it when I dropped it off and how two hours later they are calling.  The entire trip from the body shop to Enterprise is within three miles. I informed the CSR that I would be coming by to check the damages.

Two days later the damages were assessed and there were indeed two scratches.  It was told to the CSR that it was not by me and I would not be held responsible because there was no proof that it was from me - nobody met me to pick it up for a final look-around.  I was then told it happens often and it was probably from a tree branch and there was nothing he could do.

Next step the letters start coming. The first letter I received stated there were scratches on the passenger side door. Hmm there were none.  I then receive a bill for over $1,000.00!  Repairs including bumper, front door, back glass, and rear bumper.  WHAT! When I called the Damage Unit to inquire why I was being charged for said damages when it was only two small scratches to the FRONT of the car I receive run-around answers. 

All was settled with my insurance company and they were able to do away with some charges and bring the amount down to $800.  I had to call to find the final balance, which after insurance was $250, and then proceeded to make a payment plan.  Very frustrated but sometimes you have to deal with unfair dealings. 

I mailed my first payment.  Enterprise cashed my check.  I get a letter from a collection agency! Please note that this entire scandal has only been going on for 2 months! I mailed my first payment about two weeks after I got the finalized amount due.  I am now being threatened that if I do not pay right away I will not be able to rent from Enterprise, they are going to send my information to the MVA so I will not be able to renew my license or registration, I can be pulled over from the police, my credit is going to be affected, etc. 

UNBELIEVABLE! I am beyond frustrated! If I had any idea that I would have to deal with this I would have stayed with the damamges to my car from the fender bender.  I am ironically pleased though that this is not just happening to me but many others.  Hopefully someone will be able to put a stop to this!