- Report: #1169475
Report - Rebuttal - Arbitrate
Complaint Review: National Car Rental Company
National Car Rental Company24530 E 78th Ave Denver, Colorado USA
National Car Rental Company Owned by Enterprise who also owns Alamo Car Rental Hail Damage Ripoff at D.I.A. National/Alamo/Enterprise Car Rental Companies Denver Colorado
*Author of original report: Keep At Them!
*Consumer Comment: Same Issue
*Author of original report: General Manager Update
*Author of original report: Update: Letters and Pictures
*Author of original report: Letters and Pictures from National
*UPDATE Employee: We Are Listening
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On July 7, 2014 I rented a 2014 Hyundai Santa Fe from National Car rental at the Denver International Airport for a 3 day excursion into the mountains for an assignment. As I am a Emerald Club member I picked up the car in the SUV aisles located under large parallel metal canopies. My son and I inspected the SUVs and he helped me pick the car since it was 'clean' compared to the other SUVs which were dirty, or smelled funny. We picked up the car around 8:00 a.m. and drove it off the lot together after inspecting the car (8:16 a.m.). It was brand new with no damage.We spent 3 wonderful days in the southwest corridor of Colorado, mostly sunny everyday, taking pictures and enjoying the small mountain towns by Red Mountain pass. By far one of the best excursions I've taken in awhile because everyday was almost perfect.
On July 10, 2014 we returned the car to National at 8:10 a.m. A young lady greeted me in the Enterprise/National return car bay, she walked around the car and inspected it, checked the mileage, asked if I had all my belongings and how the rental went. I said it was a perfect time and thanked them for such great service.
Imagine my surprise when I get a phone call 21 days after the fact (July 31,2014), claiming that I am responsible for $1800 worth of hail damage on the car (the statement they emailed me reflects $1977.00)! I am completely caught off guard when the agent from the Damage Claim Department starts to become rude and adamant that I am responsible for the damage. I am confused by the accusation and ask if there is an agent assigned to this claim. He informs me that the entire state of Colorado had hailstorms during my rental and that the damage is extensive. I commented that the area of Colorado we were in did not experience any hailstorms and I have proof from my photos. Then the emails start to pour in. On the initial call, the agent keeps claiming that the date of loss was July 10, 2014 (which is the day I returned the car at 8:10 a.m.), how is this possible if I returned the car and there wasn't even enough time for a hailstorm to happen to cause the damage?
Well, guess what? After the call, the paperwork NOW starts to reflect the date of loss as July 9, 2014 (the day before I return the car), which immediately raises a 'red flag' to me. After this point, I become persistent in requesting a damage report, photos and a police report. I have tried to insist to every agent that I speak with that the damage could not have been incurred on the vehicle during my rental period, but to no avail, even after the fact that I have witnesses and photos to prove the vehicle was unscathed from hail. I had to escalate the matter to a manager, who is located in Seattle, WA, no less, who said she would investigate the matter further and speak with her supervisor regarding this matter.
Their resolution: they have agreed to split the cost on the damage. Whooooooaaaaaaa....Wait a minute? Now they are willing to negotiate the price on the damage? That's another 'red flag'! Why would they negotiate damage costs when they were so adamant to proclaim I was responsible? Then, I get the pictures of the damage done to the car. First thing I notice is the unusual pattern of the damage. It's all on the left side of the car (driver's side) with only a few on the hood. If I was involved in a hailstorm, wouldn't the damage be consistent across the vehicle, especially the roof and hood? I'm no expert, but this pattern is consistent to the car being partially under a carport or canopy (which is consistent to the car lot where I picked up the car initially for my rental). Not only that! The date of the photos and invoice are labeled July 16, 2014. Why did they not take photos of the damage immediately so the claim can be filed? Why wait 6 days later to take photos and invoice damages with a collision company, after the fact? It was at that time, I knew I was being taken advantage of. I will NEVER rent from this company again. I know I'm not the only victim as this has repeatedly happened before, but I'm not going down without a fight. I have been an Emerald Club member and Enterprise Club member for over a year and getting ready to reach Executive Level! Not anymore...if this doesn't get resolved. I have given them WAY too much business to be taken for a patsy! I am angry and frustrated that a 'prestigiuos' company like National/Enterprise/Alamo have to resort to such 'unprofessional' practices to make profit. They just lost a customer for life!
This report was posted on Ripoff Report on 08/13/2014 07:30 AM and is a permanent record located here: http://www.ripoffreport.com/r/National-Car-Rental-Company/Denver-Colorado-80249/National-Car-Rental-Company-Owned-by-Enterprise-who-also-owns-Alamo-Car-Rental-Hail-Damag-1169475. 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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