Damage Scam
Complaint
Melinda Krause
Country: United States
Do not, and I repeat DO NOT ever return a car to this location (Enterprise at the AutoNation in Centennial, CO) after hours. It is a car dealership and there is not a secure lot for returns. You return your keys to a drop box. I returned a rental I had picked up in a different state to this location on a Sunday evening at 5PM, after hours. On Tuesday at 12:20 in the afternoon (43 hours later), I receive a call from this location that the car was returned with "severe" damage. There was NO damage to the car when I returned it and of course there is no proof of this - their word against mine. By the time I received the call, the car was already at the body shop being repaired. I was not aware of the this "alleged" damage that I supposedly caused until 43 hours after the fact. I was not allowed to view the damages or see pictures. They did not allow my insurance company to send an adjuster to view the damage before the body shop began work. This is required by my insurance company. When asked why it took so long to receive a call about the damage, I was told by the manager, Bryce, that he couldn't find the keys in the drop box and that was the only way he could retrieve any info about the car. He eventually "found" the keys "stuck" in the lock box but it was 7 at night and he didn't want to call "that late". Now I am being held liable for damages that I did not cause. The entire process seems incredibly shady and underhanded. The employees at this location were incredibly rude and inconsiderate. They basically called me a liar, telling me I lied about the damage I caused. I CAUSED NO DAMAGE TO THIS CAR. MY KIDS (10 AND 13 YEARS OLD) WERE WITH ME THE ENTIRE TIME. THERE WAS NO DAMAGE WHEN WE RETURNED THIS CAR!! I had the car for about 27 hours. Granted, I was EXTREMELY upset when dealing with these employees, Jeffery and the manager, Bryce. I had requested information in writing. They would not give it to me stating that I could contact the enterprise I rented from (in another state) and I could email the place where they sent the car to get a report. Jeffery said he would email the contact info and claimed he did not have my email, even though the company had sent me an email when I received the car and they entered my email into the system. I spelled out my email to Jeffery and he said he would send me an email with the contact info. Two hours after that, there was still no email. He claimed he was "busy" but would send it. Hours later, still no email so I spoke with Bryce, the manager and he said he would send me the email by 7PM that evening. By 7AM the next day, there was STILL no email. When I contacted Jeffery again the next day, he said he did say he was going to send me an email and I was "putting words in his mouth". He told me that I needed to contact the branch I rented from. When I again asked him for this, his comment was "I have never lived in NM or worked in NM and I don't have that information" When I told him this was HIS company and he should be able to get me this info, he threatened to hang up on me. These two employees were so incredibly rude and not helpful in the least. They were not willing to give me any information about the supposed damage I caused . So now, I am literally stuck and have nowhere to turn. I have not been given any options or information and now this "damaged" car is being repaired before I could see it or any adjuster. Again, the entire process seems shady and the employees were extremely lacking in customer service skills and their policies severely lack any sort of integrity. Again, DO NOT USE THIS PLACE OR DEAL WITH THESE PEOPLE!! Above all, NEVER and I repeat, NEVER leave your rental car in a lot like this over night. Nothing but problems!!
Comments
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We look forward to hearing from you.
Regards,
Carol H.
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