SHAKEDOWN

ComplaintsCar RentalEnterprise Rent-a-Car

Complaint

0
MD GUY
Country: United States
My daughter's car was in the shop for repairs and I rented a car for her in Maryland.  When we we looking over the car in the parking lot before accepting it, we found a small dent on the right fender.  The agent told us not to worry about it. He said Enterprise only was concerned about large scale damage.  Two weeks later when my daughter returned the car the same agent received the car.  He walked around it and pointed to the same spot we pointed out before driving the car off the lot.  He told her that we were responsible for the damage and we were contractually obligated to pay to have it fixed.  I protested by e-mail and by phone to the Damage Control Unit but no seemed to be concerned.  At one point during a conversation with a person in the Damage Control Unit, I mentioned that my daughter had taken a picture of the damaged area with her cell phone camera.  About two weeks  later, i received an e-mail from the Damage Control Unit informing me that they had determined that I was not responsible for the damage they originally blamed us for (the damage my daughter had taken a picture of); however, they did find other damage that we were responsible for.  They did enclose pictures of the back of a car that had scratches on it.  We cant even tell if its the same car because the photos don't even show the license plate.  This was about a month after the car had been returned.  I've already informed them that I have no intention paying the $1500 they claim I owe them for the repairs.  As far as I'm concerned this was a deliberate attempt to mislead us
with the intention of holding us liable for the damage when the vehicle was returned.

Comments

  • 0
    tj
    Contact the District Attorney in that county.
  • 0
    EnterpriseCares
    | 1 reply
    We are listening and we regret that you and your daughter are having this experience.  I want to look into this further.  Please email care[at]enterprise.com with your contact information, rental agreement number, the location (street/city) of the rental office in Maryland, the damage claim number, the names of anyone you have spoken to with regard to the claim, and any further details not covered on your post.  Please use "Incident 120216-001405" as the subject of the email so we can tie your email to the case file we have created for your case. (Rich)
    • 0
      Sandra replies to EnterpriseCares
      Are you able to help us as well? Do you work for the company?
  • 0
    VA guy
    | 1 reply
    I had the exact same experience with Enterprise Rent A Car in Virginia. I rented a car in Jan this year and when I picked it up, I had shown a small door ding. But the agent said, that was no problem, since its a small ding. But when I returned the car, another wrote a note saying - they observed a ding and said he was making a courtesy note. And 4 months later, I get a letter in the mail from DCU with close to $600 bill for the repair. I have contacted the rental office and also the area Manager. But they have not been able to help come to a resolution on this. And now they have sent it to Collections. This seems to be a Scam business practice by Enterprise Rent a Car
    • 0
      Sandra replies to VA guy
      We have the same problem. There were dents and scratches all over the car, but the rental agent refused to write them down, stating that they are only interested in "large scale damage." Upon returning the car, the same agent insisted that we caused the damage. My husband contacted customer service, but we have no intention of paying anything. Furthermore, my husband recorded the conversation between him and the agent, where the agent states that he would not write down "small scale damage." I am rather upset about the incident.
  • 0
    lost customer
    Enterprise is the worst and most unethical organization I have ever dealt with! I had a reservation for 9am on 8/20 to pickup my rental car. I arrived slightly before 9am and showed my license, my reservation/confirmation number, and my debit card with a MasterCard logo. I was then told I need proof of my employer? I was never told I need proof of my employer but I needed the car so I could visit my family so I agreed to go get it. I left and got the requested information to verify my employment and returned to the establishment. I took in the information and presented it to Marvinn Bascos(Assistant Branch manager at the 6223 N 9th Ave Pensacola, FL location). He then told me I need two utility bills to prove my residency. I was never told this either but I held my cool and figured he was discriminating on me because of my color. I said ok and left to get the documentation. So, I returned now with my confirmation number, driver license, proof of my work, two utility bills, proof of insurance, and my credit card. Marvinn Bascos (the worst human I ever met) said thanks for getting the information but your reservation was for 9am so we rented out your car. First, I was here before 9am before I was sent on a wild goose chase! He said the only cars left are for people who have reservations and bring all the required paperwork. I could not believe he said that. So, let me get this straight. The next person who comes in to pick up their car will have a confirmation number, driver license, proof of their work, two utility bills, proof of insurance, and their credit card. Funny because I was never told that is the information I would have to bring to pickup my car. I was told to bring a credit card and my license. Now, he blames me like it's my fault he rented my car out instead of taking ownership and admitting to a mistake. So, at this point I am upset and take one of his cards off the desk and tell him to write the corporate phone number on the back. He then tells me it's the same number. I said your corporate office is located in this same building that is interesting. He then backpedals and says Rick West is the corporate contact. I asked for his number and he laughs and says I told you how to reach him. I then said I know you are lying to me and Rick West is not corporate but ok where is he I would love to talk with him. He laughs again and said he is out of the office. So let me get this straight. You blame me for giving my car away and ruining my plans, you send me on a wild goose chase all day, you lie about the corporate phone number, you lie about who is in charge at corporate(rick west), and now you are laughing at me because you don't think I have any recourse and you won. What a great example to set for the new girl that was watching in amazement. Well Mr. Marvin Bascos I will make a complaint everyday to make sure people are informed of how you stereotype and discriminate on people that's a different color. If one person decides to rent from another location it makes my 365 post worthwhile. Have a great day. Another lost customer...

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