• Report: #1038919

Complaint Review: Enterprise Rent-A-Car

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  • Submitted: Thu, March 28, 2013
  • Updated: Sun, March 31, 2013

  • Reported By: SMFLA — Lake Worth Florida
Enterprise Rent-A-Car
P.O. Box 842264 Dallas, Texas United States of America

Enterprise Rent-A-Car Enterprise Damage Recovery Unit False damage claim bordering on attempted insurance/credit fraud and harassment! Dallas, Texas

*Consumer Comment: Enterprise Customers Beware

*Consumer Comment: Enterprise/National misrepresents their insurance - it does not cover any damage

*UPDATE Employee: Damage Claim Concern

*Consumer Comment: Yeah, right.

*Consumer Comment: Scam Artists!!

*Consumer Comment: Scam Artists!!

*UPDATE Employee: Enterprise Rent A Car

*Author of original report: Oh Please! To the insensitive lobster, santa fe

*UPDATE Employee: Enterprise Rent A Car

*Consumer Comment: We are going through the same thing with Enterprise

*Consumer Comment: And you work for a law firm? LOL

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My husband rented a car out of Newark Airport (NJ) for a 36 hour time period. When he picked up the car, it was filthy, covered in road salt from recent snow, and never cleaned inside or out. When he returned the car, the Enterprise employee mentioned a small scratch which my husband denied causing, noting this in writing on the return form. The employee told him that it was "probably from the rental before" his, and not to worry about it.

Weeks later we get an invoice from Enterprise claiming $1,712.16 in damages from a 36 hour rental! Everything from gouges, scratches, damage to both headlights, and much more. We denied the fraudulent claims both in writing and over the phone with Shawn Vaughan, who said she was handling our appeal.

They have called several times and sent more letters asking for our insurance and credit card information. Each time we tell them we're not responsible and to stop trying to defraud our insurance and credit card. Now we got a demand letter telling us to pay or they are sending us to collection (ha!) or to an attorney. Even better, we're also no longer "eligible to rent from Alamo, Enterprise or National...". 

I will never give Enterprise one red cent to pay for refurbishing their car, and none of their companies will ever get our business again. We rent many times a year, so this is not our loss. I'm in the process of contacting the attorneys general of FL, NJ, and TX to inform them of these fraudulent practices. Obviously this has happened to lots of people (just google Enterprise and see what comes up - I think the offices of the attorneys general will find it interesting).  From being in law for over 20 years, I know enough attorneys and insurance agents who have advised me it it their word against ours, and it is not a debt so it cannot go to collection.  We won't be defrauded by this scam!

This report was posted on Ripoff Report on 03/28/2013 05:41 PM and is a permanent record located here: http://www.ripoffreport.com/r/Enterprise-Rent-A-Car/Dallas-Texas-75284/Enterprise-Rent-A-Car-Enterprise-Damage-Recovery-Unit-False-damage-claim-bordering-on-atte-1038919. 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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REBUTTALS & REPLIES:
1Author 10Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

Enterprise Customers Beware

AUTHOR: Corey - ()

The practices outlined above extend beyond Enterprise's immediate customers. I was involved in an accident with an Enterprise rental vehicle in Farmers Branch, TX on 6/7. After the claims investigation determined neither of us were at fault and the driver of the rental car agreed to cover the damages on her insurance, I received a letter from Enterprise attempting to double bill me for the same expense. 

It's clear that Enterprise will stop at nothing to defraud their customers and non-customers for every last cent. Should Enterprise persist in trying to claim money that they are not legally entitled to, I will not hesitate to contact the Texas Attorney General's office as well as circulate this information on every available social media platform.

 

 

 

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#2 Consumer Comment

Enterprise/National misrepresents their insurance - it does not cover any damage

AUTHOR: Insurance victim - ()

Complaint: I have rented cars from Natoinal/Enterprise for over 10 years. I typically bought all three of their insurance options. I always asked to confirm that this insurance covers absolutely every kind of possible damage. I was told "yes" by over 20 different employees of Enterprise/National, quite unequivocally. I asked if there were any condititions which would change that, and they said no. I have several highly credible witnesses who were with me and can verify this fact. Moreover, staff still routinely represent their insurance this way. 

In January, I rented a car from them that was stolen. I was charged for key replacement and then towing. This seemed like a "bad faith" action by them, but I paid it and assumed the matter was closed. Their Damage Recovery Unit then billed me for over $3,000 for damage to the car. They have never disputed that I had all three kinds of insurance. I hired an attorney and sent them a letter. On June 27, they emailed me and said, "Thank you for your email. The claim has been updated with the information provided. A DRU representative will be contacting you to discuss the claim." No such representative ever contacted me. Instead, they cancelled my account with them (Emerald Elite, which I earned) and sent the matter to a collection agency, both without informing me. I have since emailed and called them and got no reply.

Goal: I am not a legal expert, but my lawyer does not think I have any hope in legal action against Goliath. I would like to inform as many of their corprorate and personal clients about their misrepresentations as possible. I understand false statements here could make me vulnerable to libel and I am very well prepared to provide ample documentation to support my claims. I am a research scientist and I keep meticuluous records.  

Credibility: I have a hard science PhD from UC San Diego, 2003. I have numerous publications about ethics, a solid reputation for honesty and research ethics, no criminal record, and no history of any fraud or unethical behavior. I would be highly credible in providing support to letters to clients informing them that the insurance they are purchasing does not cover the damage conditions they claim, and that DRU is highly unresponsive and does not keep its own email-based commitments to resolve problems. 

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#3 UPDATE Employee

Damage Claim Concern

AUTHOR: Enterprise Rent-A-Car - ()

Hello "Hustled,"

Thank you for bringing this to our attention . As customer service is of the utmost importance, we would like the opportunity to look into this concern for you. Please contact us at care[at]enterprise.com with complete details, including the exact rental location address, your contact information, rental agreement and/or your "DX" or damage claim number and any further information regarding this incident. 

When emailing, please list Reference Number 130331-000378 in the subject line. We look forward to hearing from you.  

Sincerely,
Amelia
Social Media Coordinator  
Enterprise Rent A Car
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#4 Consumer Comment

Yeah, right.

AUTHOR: The Insensitive Lobster - ()

Oh, I'm ignorant? At least I'm not stupid enough to either: A) Not check for or sign off on damage already done to a rental or B) Wreck a rental and not own up to it.

Your husband did one or the other, so it seems to be like he's the idiot, not me.

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#5 Consumer Comment

Scam Artists!!

AUTHOR: Hustled - ()

I am a young 22 year old driver and was never involved in any type of accident until i was recently involved in a car accident 2 weeks ago where another driver heavily damaged my car and since it was the weekend, the insurance company could not send the appraiser out to see if the car was totaled or not until monday. I have never been in this situation before and they told me that they would give me 27.99 a day for a rental. So I called up the closest Enterprise which was in Gettysburg, Pennsylvania and set up a reservation. Before I even got there they are asking me to pay 15 dollars a day because they thought the other drivers insurance wouldn't cover it but it did end up covering it. 
They had a driver come pick me up and as soon as I got there they were trying to offer me vehicles that were not even in my budget until I asked for the cheapest vehicle. I could tell by the environment in the room that they were all a bunch of hustlers trying anything they could to get the most money out of my pocket. I ended up getting a Chevy Cruze because it fit my budget but i still had to pay a dollar a day but i didnt complain because i was only planning on having it a week. I was very excited to be driving this car because it was a 2012 model, very clean, and I was previously driving a 98 Civic. We did a brief walk around the car to check for dents and scratches for less then a minute and she told me that all previous damage was already recorded and immediately starting offering me all these different protection plans when I had no intention of even paying them a penny because I thought insurance was covering it.  So I sign the documents declining it then I went straight home.
When I got home I immediately noticed a scratch on the bottom right bumper and proceeded to call them to let them know it was not my fault and the damages were pre-exisiting but they were closed until Monday. So Monday came and the insurance appraiser came to check my car out and told me it was totaled and they were extending rental coverage for another week so I used that time to find another car and forgot to remind enterprise about the previous damages. So I returned the car on the deadline and they tell me about the damage and informed them that it was my fault. They told me that the damage "FRESH" and that I was responsible and I had to pay a 500 deductible right on the spot. I told them i did not have it so they FORCEFULLY kept the 50 security deposit that I had to put down on my credit card and told me that if I did not pay for the damages after collections comes after me they will TAKE it out of  my card. 
I kept telling them that I did not cause the damage and that I barely drove the car. But they kept telling me that I had to talk to the DRU and they will check service records if the damage has previously been reported because that damage wasn't "reported" on the other contracts. I feel like they took advantage of me for not pointing out the damage, for being young and a first timer, and for being cheap. When I did the brief one minute look around  they were hoping I didn't notice it so they could empty my pockets. I DID NOT DO THE DAMAGE AND I WILL FIGHT TO CLEAR THIS ISSUE. I was unaware of these schemes they try to pull until I did my research today and find out this happens ALL THE TIME!
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#6 Consumer Comment

Scam Artists!!

AUTHOR: Hustled - ()

I am a young 22 year old driver and was never involved in any type of accident until i was recently involved in a car accident 2 weeks ago where another driver heavily damaged my car and since it was the weekend, the insurance company could not send the appraiser out to see if the car was totaled or not until monday. I have never been in this situation before and they told me that they would give me 27.99 a day for a rental. So I called up the closest Enterprise which was in Gettysburg, Pennsylvania and set up a reservation. Before I even got there they are asking me to pay 15 dollars a day because they thought the other drivers insurance wouldn't cover it but it did end up covering it.
They had a driver come pick me up and as soon as I got there they were trying to offer me vehicles that were not even in my budget until I asked for the cheapest vehicle. I could tell by the environment in the room that they were all a bunch of hustlers trying anything they could to get the most money out of my pocket. I ended up getting a Chevy Cruze because it fit my budget but i still had to pay a dollar a day but i didnt complain because i was only planning on having it a week. I was very excited to be driving this car because it was a 2012 model, very clean, and I was previously driving a 98 Civic. We did a brief walk around the car to check for dents and scratches for less then a minute and she told me that all previous damage was already recorded and immediately starting offering me all these different protection plans when I had no intention of even paying them a penny because I thought insurance was covering it.  So I sign the documents declining it then I went straight home.
When I got home I immediately noticed a scratch on the bottom right bumper and proceeded to call them to let them know it was not my fault and the damages were pre-exisiting but they were closed until Monday. So Monday came and the insurance appraiser came to check my car out and told me it was totaled and they were extending rental coverage for another week so I used that time to find another car and forgot to remind enterprise about the previous damages. So I returned the car on the deadline and they tell me about the damage and informed them that it was my fault. They told me that the damage "FRESH" and that I was responsible and I had to pay a 500 deductible right on the spot. I told them i did not have it so they FORCEFULLY kept the 50 security deposit that I had to put down on my credit card and told me that if I did not pay for the damages after collections comes after me they will TAKE it out of  my card. 
I kept telling them that I did not cause the damage and that I barely drove the car. But they kept telling me that I had to talk to the DRU and they will check service records if the damage has previously been reported because that damage wasn't "reported" on the other contracts. I feel like they took advantage of me for not pointing out the damage, for being young and a first timer, and for being cheap. When I did the brief one minute look around  they were hoping I didn't notice it so they could empty my pockets. I DID NOT DO THE DAMAGE AND I WILL FIGHT TO CLEAR THIS ISSUE. I was unaware of these schemes they try to pull until I did my research today and find out this happens ALL THE TIME!
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#7 UPDATE Employee

Enterprise Rent A Car

AUTHOR: Enterprise Rent-A-Car - ()

Ruth, thank you for bringing this to our attention. We'd like to have the opportunity to resolve this concern for you. Please contact us at care[at]enterprise.com with complete details, including your contact information (phone number & email address), rental agreement or reservation number and any further information regarding your damage claim.

When emailing, please list Reference Number 130329-001030 in the subject line. We look forward to hearing from you.
 
Respectfully,
Genelle
Social Media Coordinator
Enterprise Rent A Car
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#8 Author of original report

Oh Please! To the insensitive lobster, santa fe

AUTHOR: SMFLA - ()

Please do yourself a favor and do not comment on things you know nothing about.  If you've ever dealt with road salt and snow, you would know that even large deep scratches would not be seen!  And until you know someone do not make assumptions on his or her character.  Just proves how utterly ignorant people can be!
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#9 UPDATE Employee

Enterprise Rent A Car

AUTHOR: Enterprise Rent-A-Car - ()

SMFLA, weve taken note of your complaint. As customer service is of the utmost importance, we would like the opportunity to look into this concern for you. Please contact us at care[at]enterprise.com with complete details, including your contact information (phone number & email address), rental agreement or "DX" damage claim number and any further information regarding your damage claim. We'll be happy to investigate this further.
 
When emailing, please list Reference Number 130329-000979 in the subject line. We look forward to hearing from you.
 
Respectfully,
Genelle
Social Media Coordinator
Enterprise Rent A Car
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#10 Consumer Comment

We are going through the same thing with Enterprise

AUTHOR: Ruth - ()

Enterprise is doing the same thing to us - I've reported to our insurance company that it is a fraudulant claim as the bumper was already damaged when we got the car and on top of that, it was not cleaned and the person before us traveled with her dog in the car (dog hair still in the back seat).  My husband is allergic and has ashma.  He was having major weazing/breathing problems yet Enterprise does not seem to care that his health was at risk. 

The same thing with us - all the scratches were already marked down on the sheet prior to us even taking the car.  The front license plate was even bent out of shape which told me it was either caught on something and pulled (attached to bumper) or the car was in a previous accident in which the bumper was involved. 

My roommate and I have clean driving records and had a spotless record.  Now, Enterprise is trying to collect on my insurance for something that was already wrong with their car.  Talk about unethical practices.

My suggestion (as I am doing this as well) is to change the numbers on your credit card or whatever you used to pay them as others have had them automatically withdraw the money out of their account.  I did not want to file a claim with my insurance company (Progressive works with Enterprise so I am worried as to how this will end up) and I was just going to change my numbers on my card and tell them to whisle yankee doodle dandy.  The car was actually under my roommate's name and he is on disability pay anyway so they could not do anything to him even if they got a lawsuit.

Good luck to you - I know what you are going through.
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#11 Consumer Comment

And you work for a law firm? LOL

AUTHOR: The Insensitive Lobster - ()

Ok, if you're so legal savvy, let's talk about contracts.

When people rent from ANY car rental company, the customer and one of their agents inspect the condition of the car beforehand. If there's any damage, it's noted on the contract, and then both parties sign off on the fact that it was damaged prior to you renting it. Now, if you're trying to tell us that there was $1,712.16 worth of damage to that car (including busted headlights), well that damage should be noted on your copy of the contract and frankly, your husband would've been a complete idiot for agreeing to rent a car in that condition. That, and it doesn't sound like they'd rent it to someone else until it was repaired for liability reasons.

My take on this is that your hubby did the damage and is trying to weasel out of paying for it.
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