• Report: #746981

Complaint Review: Enterprise Rent-A-Car

  • Submitted: Wed, June 29, 2011
  • Updated: Thu, June 30, 2011

  • Reported By: Ashley — Waunakee Wisconsin United States of America
Enterprise Rent-A-Car
Madison, Wisconsin United States of America

Enterprise Rent-A-Car $4,000 Hail Damage & Double Insurance Claim Madison, Wisconsin

*Author of original report: To Answer Your Questions

*Consumer Suggestion: What exactly is the issue?

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On 4/3/11, my husband rented a 2007 Chevy Aveo from Madison, WI. That weekend, we had egg-sized hail storms throughout the area, but the car appeared to be undamaged upon inspection the next morning (return day). He took it to the location, and they said "There might be hail damage. We'll be in touch." We never heard from them again until (2) days before our wedding.

On April 14, 2011, we received a letter from Enterprise, written on 4/6/11.  It stated we were being charged for hail damage to our rental vehicle. No monetary amount was stated, and that was the last we heard from them until we returned from our honeymoon, and another letter arrived. This time, it was postmarked the day after the letter was written, and now stated a monetary amount: $3,500!

We immediately called our Enterprise claims adjuster, Javon, and stated that we did not have this kind of money to pay them, and she had no alternative options. We called several times after that, leaving voice mails, to which she never responded. After 3 weeks, figuring it was handled (denying the damage and ability to pay), we received another notice saying "we have not had any correspondence with you since our last letter" which was a total lie after all the voice mails we left for Javon.

After this third letter, we sought counsel for guidance on our next steps. That is when we found out my husband's CHASE credit card had a small amount of auto insurance on it, and we would be able to file a claim through them. We were about a week outside of the 45-day window, but we filed anyway. We had to call Javon for her to confirm the first notice was not sent until April 12, 2011. She said she would send verification to CHASE, and not to worry. This time, she was very pleasant.

Two weeks ago, we received notification that CHASE had denied our claim due to it being "outside the 45 day window" which means Javon never confirmed the postmark date with CHASE. We contacted our lawyer again, and have not yet heard back.

Segue to today: I go on to my insurance policy to check the status of a separate claim on my own personal vehicle, and I see a claim opened on 6/1/11 for a 2007 Chevy Aveo!! I wasn't even the renter of this vehicle, and my husband wasn't my husband during the rental on 4/3/11. He's listed as a second driver on my policy, but wasn't added until last month.  I called him at work, and he logged on to his insurance policy. Turns out, Enterprise filed a claim on his insurance policy, too! That claim was denied on 5/31 (because he only has liability) and a new claim was opened on my insurance policy on 6/1.  This goes without saying, Enterprise never notified us that they were filing claims with our insurance provider.

We just spoke to Javon, and when confronted with possible insurance fraud, she quickly stopped talking, and told us to retain a lawyer if we are disputing the claim. I suppose that's all we're left to do...

Needless to say, Enterprise has officially made a loyal customer the most DISLOYAL customer, and I will never be renting from them again.  They will not be getting a penny out of either one of us, from this incident, or any future rentals. In fact, we have to rent a car this weekend, and we're going with (((competitor's name redacted))).

 sorry, allowing you to give a competitors name would instigate others to just file against their competition, to only come back later to suggest their company, ..plus, if you post a competitors name more than likely they will show up on search engines as a Rip-off! - - your comments on this policy are welcome. CLICK here to see why Rip-off Report, as a matter of policy, deleted either a phone number, link or e-mail address from this Report. In this case we removed an alleged competitors name

This report was posted on Ripoff Report on 06/29/2011 12:59 PM and is a permanent record located here: http://www.ripoffreport.com/r/Enterprise-Rent-A-Car/Madison-Wisconsin-/Enterprise-Rent-A-Car-4000-Hail-Damage-Double-Insurance-Claim-Madison-Wisconsin-746981. 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 Author of original report

To Answer Your Questions

AUTHOR: Ashley - (United States of America)

>>First, was there or was there not hail damage? 
There was no hail damage because it was under an overhang. My husband took it back to Enterprise after checking it over. They took him around the car, as they did with everyone returning cars that day, and he saw nothing, either. He told them where it had been parked, and they replied, "there MIGHT be hail damage, we'll be in touch." There were no dents or broken windows. You'd have to be practically blind to not see egg-sized hail damage. My husband, in fact, is not blind.

>> Second, what exactly is the problem with them contacting your insurance company?
Obviously they can contact the insurance company, but not on MY policy. I was not the renter. I had nothing to do with the rental. His name is the ONLY name on the rental agreement, and he has his own insurance policy (which we have not combined yet). They were denied on his policy, so the next day, they filed a claim on MY policy, when I was not the renter?

>> Third, I am not entirely clear why you waited 3 weeks after being notified of the damage.  You seriously thought that Enterprise will waive a $3500 damage claim just because you didn't feel like paying it? 
We waited 3 weeks because at the time, we were not aware that CHASE credit card had renter's insurance. We found this out after seeking counsel to help us out with the whole mess. We did not expect them to waive $3,500 damage claim. We would be idiots if that were the case. But thank you for trying to discredit our ability to make good decisions.
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#2 Consumer Suggestion

What exactly is the issue?

AUTHOR: Josh - (U.S.A.)

First, was there or was there not hail damage?  It's not like this is something that is difficult to see, especially with egg-sized hail.  Did you take pictures of the car when you returned it?

Second, what exactly is the problem with them contacting your insurance company?  Clearly, you are responsible for any damage caused to a rental vehicle while you have it.  They tell you that right when you rent the car, and you can even buy insurance right then and there (or sign a waiver otherwise where you agree to pay for any damages).  If you have a policy with an insurance company, they are the ones responsible for paying.  Wisconsin is a community property state, so you are jointly responsible for any outstanding debts.  Whether or not you were married while you rented the car is not particularly relevant.  If you don't pay, they can and will trash your credit reports, and will then sell the account to a collections agency.

Third, I am not entirely clear why you waited 3 weeks after being notified of the damage.  You seriously thought that Enterprise will waive a $3500 damage claim just because you didn't feel like paying it?  If you contacted Chase right away, this might not have even been an issue.
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