• Report: #1096198

Complaint Review: Enterprise Car Rental

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  • Submitted: Fri, November 01, 2013
  • Updated: Fri, November 01, 2013

  • Reported By: Rahul — Ashburn Virginia
Enterprise Car Rental
, Select State/Province USA

Enterprise Car Rental Enterprise Rent-a-car Enterprise falsely claiming damage to rental vehicle Sterling, VA (in BMW of Sterling) VA

*UPDATE Employee: Enterprise Rent A Car

*Consumer Comment: How Much Pre-Existing Damage?

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I gave my car for regular service maintenance on October 29, 2013 at BMW of Sterling and got a courtesy loaner car from the Enterprise Desk within their service facility. I drove the car 6 miles to my home parked it overnight and took it back next day in the same condition I received without any damage or dents. I handed over the keys to the rental at SterlingBMW's enterprise desk to BMW's customer service manager at the desk.

Later that day (October 30, 2013) I receive a call from Enterprise (lady by the name Meg) reporting damage to the vehicle and asking me how I wanted to cover that. I categorically informed the lady that there has been no damage to the vehicle from the time I got the vehicle to the time I returned the vehicle. And in case anything happened after I handed over the keys, it is not my or the customer's responsibility if something were to happen to the vehicle. I was quite frustrated with Enterprise's dishonest practice of falsely trying to put the blame on me.

I reached out to the service manager and my service adviser at BMW of Sterling informing of the same situation. They are in the process of taking this up with Enterprise. In the meantime, Enterprise lady called again and left a voice mail on October 31, 2013 informing me that there is a $250 charge on my credit card for the damage to the vehicle. Enterprise it appears to be arm wrestling me with this charge even though they should not. In addition, I feel that there's something fishy with this incident. When the lady had called me the first time around to report the damage, she said that it was a dent to the rear of the vehicle. Whereas, I found out this morning (November 1, 2013) while talking to the BMW of Sterling Service Manager that Enterprise lady told him that it was one of the doors on the side of the vehicle.

In fact, when the lady called me the first time, I said that I'd like to see the vehicle as I am minutes away from the service center where the vehicle was dropped. She immediately said that the vehicle has already been moved and I would not be able to see the vehicle. This is just unacceptable business practice on Enterprise's part where they are trying to fleece and falsely arm wrestle customer's into paying for something that isn't their fault - as has been in my case. Although, I do want to say that I get the loaner vehicle from another of their facilities at HBL Mercedez of Tyson's Corner and I have never have had to face a similar situation.

Not to read too much between the lines but perhaps it may be part of Enterprise's new strategy of forcing people to choose additional $20/day insurance on the vehicle at the time of the rental which covers any such instances. In the rental from the BMW of Sterling facility I did not choose this as I knew I was not going to use the vehicle for more than 10-15 miles. But perhaps I would next time just to save me the time and effort of avoiding dishonest and unacceptable instances from Enterprise. Just as an fyi, even though I gave my Amex Corp Card for this rental, I found out from Amex that in general they do not cover any damages related to courtesy loaner vehicles. This last part is just for awareness of people who may be using their credit card to rent loaner vehicles. But that is a different matter. Overall, my latest experience with Enterprise has been very dismal as a matter of principle.

Thanks for your attention and please be wary when renting from them. Make sure you inspect the vehicle thoroughly and highlight any issues with the vehicle else they may put a claim on you and arm wrestle you into paying for something for no fault.

This report was posted on Ripoff Report on 11/01/2013 07:22 AM and is a permanent record located here: http://www.ripoffreport.com/r/Enterprise-Car-Rental/Select-StateProvince/Enterprise-Car-Rental-Enterprise-Rent-a-car-Enterprise-falsely-claiming-damage-to-rental-1096198. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

Enterprise Rent A Car

AUTHOR: Enterprise Rent-A-Car - ()

Thank you for bringing this to our attention. We would like to look into this further. Please email Care@Enterprise.com with your full name, the exact rental location and any other details. -Tatiana

When emailing, please list reference # (131101-001262) the subject line. 

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#2 Consumer Comment

How Much Pre-Existing Damage?

AUTHOR: Jim - ()

Was this pre-existing damage?  Was pre-existing damage listed on the contract BEFORE you signed it?  Did you do a walk-around with the agent BEFORE signing the contract? 

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