Damage Recovery Unit not response to my request for information
Complaint
Cheryl
Country: United States
we have rent a car from National/Enterprise at the international airport of Grand Forks, ND from Sept.2nd-Sept.11th, which is a full-size Dodge charger.
Unfortunately, we have meet an extremely rain on Sept.4th night and the level of the rainwater was too high to stop the car. The car cannot move and during we wait for the car pull, the water gradually infiltrated into our car. Wait about 2 hrs after the car pulled out and sent to the damage unit, your staff drove anther car to pick us to the airport to get another full-size rental car for the Sept.5th-Sept.11th.
The next few days we went to airport to ask the staff how to deal with this problem, because we didn't buy the insurance on the rental car contract instead we want to use our USA credit card rental car insurance. He said we can just wait for the result from the damage recovery unit. Then we called damage recovery unit many times and just let us to wait.
After I flight back home, I called damage recovery unit and she said I should wait for 2-3 weeks then she will email me the result. Then one month past. I called damage recovery unit again and she said I should contact my bank to give me the claim number first. So why didn't she say that before? Cause when I called bank, they said if I didn't report the claim within the accident happened 45 days, they will never deal with my claim. And the bank said they of course need the damage result first before they could give me the claim number. Then I called damage recovery unit again and got the same answer no claim number nothing work. I tried to contact with my bank again and they finally give my claim number and I sent it to damage recovery unit. Then damage recovery unit said you will need to wait for 1-2 weeks at most 2 weeks you and your bank will get the damage result.
But 2 weeks already past...I still haven’t get any information. The last email is from my bank Card Benefit Services. They said “Your claim has been noted with the information provided.”
So what is the result? I will go back to China next month and I will cancel my USA card service before that. My lawyer friend said I have paid the rent and I haven’t get any damage information which means this car didn’t have any damage when I return. My account has been settled and I need not to worry about the result after 2 months, because they cannot say any damage that is because of us in this 2 months. I don't even know whether the car has any damage in that rain until now.
Unfortunately, we have meet an extremely rain on Sept.4th night and the level of the rainwater was too high to stop the car. The car cannot move and during we wait for the car pull, the water gradually infiltrated into our car. Wait about 2 hrs after the car pulled out and sent to the damage unit, your staff drove anther car to pick us to the airport to get another full-size rental car for the Sept.5th-Sept.11th.
The next few days we went to airport to ask the staff how to deal with this problem, because we didn't buy the insurance on the rental car contract instead we want to use our USA credit card rental car insurance. He said we can just wait for the result from the damage recovery unit. Then we called damage recovery unit many times and just let us to wait.
After I flight back home, I called damage recovery unit and she said I should wait for 2-3 weeks then she will email me the result. Then one month past. I called damage recovery unit again and she said I should contact my bank to give me the claim number first. So why didn't she say that before? Cause when I called bank, they said if I didn't report the claim within the accident happened 45 days, they will never deal with my claim. And the bank said they of course need the damage result first before they could give me the claim number. Then I called damage recovery unit again and got the same answer no claim number nothing work. I tried to contact with my bank again and they finally give my claim number and I sent it to damage recovery unit. Then damage recovery unit said you will need to wait for 1-2 weeks at most 2 weeks you and your bank will get the damage result.
But 2 weeks already past...I still haven’t get any information. The last email is from my bank Card Benefit Services. They said “Your claim has been noted with the information provided.”
So what is the result? I will go back to China next month and I will cancel my USA card service before that. My lawyer friend said I have paid the rent and I haven’t get any damage information which means this car didn’t have any damage when I return. My account has been settled and I need not to worry about the result after 2 months, because they cannot say any damage that is because of us in this 2 months. I don't even know whether the car has any damage in that rain until now.
Comments
In this case, it appears they know exactly how to manipulate their way around your bank card car rental coverage (no damage report, delayed claim, etc). This suggests they're not trying to get paid for "damage" they would have to substantiate to your bank card insurer, but attempting to shake you down for a "nuisance" claim small enough that most people will just pay it themselves.
We’ve noted your comments and we would like to have the opportunity to look into your concern for you. Please send us a detailed email to care@enterprise.com include the exact rental location, your contact telephone number, your claims, rental agreement or reservation numbers and any further information regarding your experience with us.
When emailing, please list Reference Number 161102-003548 in the subject line. We look forward to hearing from you.
Regards,
Carol H.