I rented a car from Enterprise Monday (2009, 22K miles), drove it this week and returned this morning. When I returned it the rental agent found a 2-inch crack on the rocker panel on the very bottom of the car below the driver's door. It was not on the initial damage walk-around (20 second glance, noting of several scratches) and he insisted on filing a damage report. To the best of my knowledge I did not cause this damage and I contend that it would have been easily missed on the walk-around initially. He countered that HE would have noticed it because he is a trained professional and that we noted smaller scratches. I contend that those were easy to spot since at eye level and that this would be easy to miss.
I refused to sign the report unless the agent would note that I disputed the damage and he did. He said an Enterprise person would assess the cost of the repair and let me know in which case I could file a claim or pay out of pocket. I imagine this won't be more than a $250 repair and my insurance deductible is $500 so that's no help.
Questions: (1) Can I continue disputing this? I would imagine that the 20 second walk around won't necessarily hold up if I dispute it and pictures would really need to be taken to make it valid at the time of rental and (2) I paid with my American Express (Blue Cash) and believe I have rental car coverage. How does that work? The AMEX site says that it is secondary to my insurance but I would rather not (and will not) file a claim with my primary insurance.
Again, this was a small crack in a piece of plastic, not a large dent or collision.
Same thing happened to me. In my case, the car had plastic plugs where the fog lights usually are (this model didn't have them). I signed the waiver and never heard from them again.
trained professional --- yep, they are trained to pull ticky tack crap on people every day
if you didn't cause the damage, then fight the self-serving punk
magicogar
New Member
posted: Aug. 21, 2009 @ 8:32a
This is exactly what happend to me. He pulled a "20 sec" walkaround at the beginning. He said everything is fine and I didn't notice anything. When I returned the car, another guy took at least 2 minutes checking Every nooks and crannies. Found a dent on the bottom drivers door...cannot see it unless you get really close. Charged me $450 bucks. Let AMEX deal with it and file with BBB. This is a known practice they do. DO NOT rent from Enterprise!!!
It sounds like the best thing to do is to file an AMEX claim - can I do that without divulging my primary insurance? I thought I had read you could somewhere but can't find it now.
ltcm said: It sounds like the best thing to do is to file an AMEX claim - can I do that without divulging my primary insurance? I thought I had read you could somewhere but can't find it now.Well first wait to see if they even try to pursue this...half the time they threaten to send you a bill but never do.
Some people tell AMEX they have no coverage, which makes AMEX primary. If the bill is less than $500 technically it is true that you have no coverage for losses of that amount. Personally I would just give AMEX the insurance info if they ask for it.
SIS' statement regarding airport rental is soooo dead on. I have rented on airport locations for years and NEVER have dealt with any car damage issues. Heck I ussually choose a car from National emerald isle and just drive it off the lot - no one checks for damage.
Due to this I used to ALWAYS turn down the rental agency insurance for $12-14 per day.
As of late, I have had 3 bad experiences ALL WITH ENTERPRISE off location and, now, I ALWAYS take the rental agency insurance. I don't want enterprise messing with my insurance or my credit card. If you read the contract carefully, you are liable for that damage and they play all sorts of games.
I have rented cars in Europe and Central America and at one agency , upon return, an employee walked around the car very meticulously looking for damage. The guy even had a mirror on a extension rod to look under the car. (It was like something you use to check for bombs in The Godfather) After that experience, I meticulously check for damage BEFORE rental and have every nick, scratch, rub or paint briuse noted on the contract.
ltcm said: He countered that HE would have noticed it because he is a trained professional and that we noted smaller scratches.
You should have told him this could not have happened when you had the car because you are a professional driver and showed him your drivers license as proof. And you had to pass a test too!
lotusgardener
Broke Member
posted: Aug. 21, 2009 @ 10:26a
My buddies once put a noticeable crease in the hood of Saturn (I think) we rented from Enterprise. We were so worried they'd catch it, but nothing. The lady walked around the car (in about 20 seconds!) gave us our receipt and we took off to catch our flights. It all depends on the location (This was Vegas).
patch96 said: SIS' statement regarding airport rental is soooo dead on. I have rented on airport locations for years and NEVER have dealt with any car damage issues. airport locations dont seem to view damage claims as profit centers, while off airport local agencies do.
I rent often, sometimes using Priceline, sometimes using a good code from FW travel forum.
At the Hertz off airport locations, guy tried to get me for a scratch on the top of the bumper where luggage rolls into the trunk. I told him he must be joking bc I didnt do it and never get treated like this as a #1 club gold member. He asked for the walkaround form, I told him nobody did a walkaround with me. They never pursued it. But they left the bad taste in my mouth nonetheless that their office looks to make money from damage claims.
Best course of action at this pt: 1.) Don't waste time arguing with local agents. They are there to get the most money out of you without any regards to customer service. 2.) Contact Enterprise via email (fill out the form on their web-site). You will get an email with their regional manager's information. At that pt, you can wait for him/her to reply OR call him/her to discuss the matter. They are much more understanding as their priority is customer satisfaction. I have tried this for different matters and it always worked at the regional level (getting them to honor coupons, rates quoted, etc...) 3.) If that doe snot work out, have them charge the damages to your AMEX. then contact AMEX to inform them of the claim. Note that your AMEX coverage is SECONDARY, which means they will cover what ever your insurance does not cover. Best way is to give them a simple call after you get the total and verify the steps.
Sorry for the long-winded explanation, and Hope it works out for ya!
Thanks for the reply. I'll try emailing the regional manager. My one concern is about delaying the AMEX claim - the Enterprise rep said I should hear in 7 days re: the damage estimate. If I don't contact AMEX until that point, will that still be sufficient? I would call and ask but I'd rather not unless I know what I'm going to do first.
I try and go with hertz. They never give me problems. Hell, last car I accidently ran over a rock, scratched up the bottom side panel. They didn't say anything. The contract noted minor scratches around the car, and it looked like they were going to get ready to retire it anyways.
Anyways, I love the codes and such on the travel forum, easily dropped that last rental cost in 1/2.
FunnyBaby
Member
posted: Aug. 21, 2009 @ 12:21p
Something similar happened to somebody I know. Enterprise was also the rental car company involved. Enterprise dropped the claim after she continued to deny she was at fault and asked Enterprise for lots of paperwork showing she was responsible and how much the repair would cost (multiple repair estimates, the condition forms from the last X times the car was rented to see if the damage was noted before, whatever else you can think of). Make Enterprise do as much work as possible to prove your responsibility and their losses. Enterprise will probably be too lazy and just give up.
My experience. I always rent with a goldcard as they cover such items. I also always do the walkaround myself and mark up the form -- with scratches and dings that they say are too insignificant and they will not bill for.
Last year I rented a car from a large airport (will not mention which one, don't want to get the nice person in my story in trouble). Half hour after I left the airport, first place I parked, someone put a major scratch on the rear bumper (naturally, no note left). I noticed the scratch right away, knew that it happened on my watch. I spoke with the CC company right away and they were willing to take the claim. I figured I would wait till the end of my trip in case I had any more similar experiences -- and put all damages on one claim.
When I brought it back to the airport, I pointed the scratch out to the woman checking the car (as it was so obvious, she was bound to catch it anyway). She noticed that I had opted out of their insurance so she said that she would just ignore the scratch/ not mark it in the report.
For every 1000 stories like yours, there is 1 like mine.
kaneohe
Senior Member
posted: Aug. 21, 2009 @ 12:38p
ardentazn said: Best course of action at this pt: 1.) Don't waste time arguing with local agents. They are there to get the most money out of you without any regards to customer service. 2.) Contact Enterprise via email (fill out the form on their web-site). You will get an email with their regional manager's information. At that pt, you can wait for him/her to reply OR call him/her to discuss the matter. They are much more understanding as their priority is customer satisfaction. I have tried this for different matters and it always worked at the regional level (getting them to honor coupons, rates quoted, etc...)
I agree w/ contacting the national office via their website e-mail. I've had only 1 experience w/ Enterprise and it was fine.....thought it was an airport location but might be wrong. I've had a problem w/ a "big name" National in a small town (Juneau) airport location where they didn't want to honor the reservation rate. I think I learned that , although major city airport locations are company-owned, small city locations often are franchises owned by others. The national company might want to know about shenanigans because they degrade their brand reputation. One phone call fixed the rate problem for me and I avoid that particular location now.
Despite me telling them not to, Enterprise notified my insurance (Geico) who just called me and have assigned an adjuster, etc... I will fight this to the end of time and not pay those bastards anything - it is completely ridiculous. My wife had a $1000 claim a few years ago and it caused our insurance to go up $600/year for the past 3 years ($1800 total thus far) - I can only imagine the impact this will have.
I had a similar situation with Enterprise in Vegas. I had picked up the car at night in their new rental center which is parkade. Of course when I returned it during the day it was much brighter and they found a chip in the windshield. Wanted to charge me for a new windshield. I basically told them to pound sand and that it definately did not occur during the 2 days and 50 miles I put on the car. I informed them that I would contest any sort of charge based on the fact that there is insufficient lighting to properly assess the vehicle when picking it up at night. I guess I made enough of a stink because they let me go on my way and I never heard from them.
I have been in the car business for 20years and by now should know what to look for. Unfortunately if is dark you will not notice everything. Now I bring a flashlight with me...one of those small LED ones and really check the car over. I just don't need the agravation.
Hope it all works out for you.
BuckarooBanzai
Senior Member
posted: Aug. 21, 2009 @ 2:32p
SUCKISSTAPLES said: ltcm said: It sounds like the best thing to do is to file an AMEX claim - can I do that without divulging my primary insurance? I thought I had read you could somewhere but can't find it now.Well first wait to see if they even try to pursue this...half the time they threaten to send you a bill but never do.
Some people tell AMEX they have no coverage, which makes AMEX primary. If the bill is less than $500 technically it is true that you have no coverage for losses of that amount. Personally I would just give AMEX the insurance info if they ask for it.
This is correct - as "Secondary Insurance" AMEX coverage will pay up to the amount of your deductible, and then any amount not covered by your insurance policy.
If the damage is less than your deductible, they will pay the whole thing and you don't have to file a claim with your insurance.
Don't waste your time haggling over liability for the damage with Enterprise, just open a claim with AMEX's insurance provider:
magicogar said: This is a known practice they do. DO NOT rent from Enterprise!!!Amen to that. I had it happen on an insurance rental. My wife picked up the car, who knows if she even looked but they found a ding in the door when I brought it back. The next time I rented from Enterprise (not by choice, my car dealer was paying for it as a loaner), I paid the $11 for the insurance coverage just to avoid nonsense like that, since it was only for a day.
pablodepicaso said: Are they going to charge you (rental fees) for every single day that car is in the shop and not being rented out? i remembered that from vegas that they would do this.
I need to call them back and find out what happened when they came to evaluate it but I just don't have it in me today. I'll try the AMEX route on Monday once I find out the estimate. If it's under $500 then I'll just let AMEX deal with it since it won't hit my primary insurance and if it's over $500 then I'll just flip out on Enterprise b/c that's crazy.
Despite me telling them not to, Enterprise notified my insurance (Geico) who just called me and have assigned an adjuster, etc... I will fight this to the end of time and not pay those bastards anything - it is completely ridiculous. My wife had a $1000 claim a few years ago and it caused our insurance to go up $600/year for the past 3 years ($1800 total thus far) - I can only imagine the impact this will have.
Did you give them your insurance info? or did they search it?
Well, anyhow.... try to contact regional first because I don't think you/AMEX should pay for something that you did not do!!! Second, these types of mishandling of customers CANNOT be encouraged!
If they refuse you at that level, then contact your insurance and refuse the claim. Tell them that you had not done the damage, and Enterprise had not proven that you had done the damage. For all you know, the employees knowing rented you the car with the damage to con you into paying for it.
Then like the other poster said, request any and all documents from Enterprise regarding the damage. Then tell them you need to have your own adjuster to have a look. Then get the cheapest shop in town (those who will fix anything for $50). Then get the average and have AMEX pay for it... but if the damage is less than $500, you might just want to save the trouble and have AMEX pay for it.
At most of the airports I rent from, Alamo let's you choose any car with no walk-around. The car I chose hat a large discolored patch on the back bumper. I asked the exit gate attendant to note the blemish, and she claims she did. When I returned the car they tried to blame me for the blemish. Now I feel that I have to do a walk-around every time and get any bit of damage in writing.
If there's no walk-around done, can they really file for damages on superficial damage upon return?
I hope the answer is 'NO' as I prefer not spending the 5 minutes scrutinizing the car in bad parking garage lighting...
How did they know to file through Geico or your policy # if all you did was sign disputed on a form?
When a rental car company asks for my insurance provider I always reply American Express .....
ltcm said: Update:
Despite me telling them not to, Enterprise notified my insurance (Geico) who just called me and have assigned an adjuster, etc... I will fight this to the end of time and not pay those bastards anything - it is completely ridiculous. My wife had a $1000 claim a few years ago and it caused our insurance to go up $600/year for the past 3 years ($1800 total thus far) - I can only imagine the impact this will have.
urage
Addicted Member
posted: Aug. 21, 2009 @ 8:02p
I also had a problem similar to yours with Enterprise. They are scumbags!
also, make enterprise produce the walkaround forms for the rentals prior to yours...if the damage is noted on those forms, clearly it did not happen under your rental timeperiod
Cerdo
Senior Member
posted: Aug. 21, 2009 @ 8:31p
Rented a car from Enterprise once, the lady asked me if I needed help loading the suitcases as I was carrying two suitcases and a long fishing rod container, so I asked her to hold the fishing rod container but it slipped from her hand and dented the car door and she wanted to charge me for the door ding. I never felt the same about Enterprise since then, and combined with their crappy service, I've moved my rentals to Hertz.
I've rented from Enterprise a million times before but never at that location. Previously they never asked for my insurance but this place did - I shouldn't have given it to them on Monday at the time of rental. I specifically told them not to file a claim and to contact me with the amount first but they didn't. I'm not worried about being out any money but I don't want my insurance premiums to increase b/c of this BS. The worst part is that have another rental planned for Monday out of the same location and need to figure something else out b/c I'd prefer not to go back.
Despite me telling them not to, Enterprise notified my insurance (Geico) who just called me and have assigned an adjuster, etc... I will fight this to the end of time and not pay those bastards anything - it is completely ridiculous. My wife had a $1000 claim a few years ago and it caused our insurance to go up $600/year for the past 3 years ($1800 total thus far) - I can only imagine the impact this will have.
They will not forget to bill you, Hertz billed me for a flat tire. You maybe better off with an insurance company other than Geico.
Ask them (in written as a legal matter) for all previous claims on this vehicles. If they have one that has this damage, file a police report for insurance fraud. edit: and ask for repair reports as well.
mlayu
Senior Member
posted: Aug. 22, 2009 @ 1:16a
A quick check on Google shows that Enterprise people get paid by salary + sales commission. If I work for Enterprise, I can spend 2 minutes to inspect a car and (possibly) miss a sales call. Or, I can spend 20-second inspection on the car, give the key to you and work on my next sales. It's on their best interest to give you the car, sign the statement saying that everything looks OK and have you to just go away. Maybe, just maybe, if somehow the employee can talk you into signing in their $7/day insurance while he's doing inspection, then he probably would take his sweet ass time to inspect.
Unless these people are paid fixed salary + commission based on customer service satisfaction, then you can't trust them. When I rent a car, I sometimes inspect the rental car again even after I sign the paper so that the Enterprise guy can go on his way making another sales, and I can peacefully taking my time inspecting physical damage of the car. At this moment, I don't even start/drive the car yet. It's not a bullet-proof method as the guy can say that the damage occurs after I sign the paper.
Sorry this won't help you solve your current problem, but it may help for other people.
Cerdo said: Rented a car from Enterprise once, the lady asked me if I needed help loading the suitcases as I was carrying two suitcases and a long fishing rod container, so I asked her to hold the fishing rod container but it slipped from her hand and dented the car door and she wanted to charge me for the door ding. I never felt the same about Enterprise since then, and combined with their crappy service, I've moved my rentals to Hertz. You should have filed a claim against her personal policy and see her go nuts!
I finally got the bill in the mail from Enterprise the other day for $242. The total had been $350 but they knocked off the two days of non-rental and some admin fee that they tried to bill me for. I logged in this morning to find out what documents I need to send to American Express since this is below my insurance deductible so they would cover it and I was SHOCKED to see that they already paid the $242 six days ago. I'm always so skeptical of "free insurance" that I figured they would sneak out of it on a paperwork detail and that I'd get stuck paying the $242 but to see that I literally had to do NOTHING beyond filling out the initial form a few weeks ago was amazing! In contrast, Enterprise filed a claim with Geico and they continued calling me for a week trying to get me to fax documents to them etc... but AMEX handled all of it on their own.
I will never use another credit card other than American Express in the future. I don't care if I can get marginally better rewards with another company, the hassle-free experience has made me an AMEX customer for life. All I need to do now is call Geico and figure out how to make sure this doesn't show up against me on my record especially since I never would have filed a claim but for Enterprise doing it on my behalf.
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