Enterprise Rent a Car Bogus Claim for Damage Frisco Texas

My experience with Enterprise Car Rental resulted from a personal auto claim for hail storm damage to my car on April 3, 2014.  I carry full coverage on my car, and as such, my insurance company arranged for me to pick up a rental car at Enterprise in Frisco, TX while my car was in the body shop for repairs.  I called the Enterprise office to confirm they had the claim information, and to make an appointment to pick up a vehicle.  When I arrived for my appointment, the small office was so crammed with people, there was standing room only. 

Apparently this April 3^rd hail storm affected a lot of people, however given that I was there on May 19, seven weeks since the storm had hit, I thought I would have avoided this influx of customers.  It took 40 minutes for a clerk to help me.  Because it was close to closing time, and there were still quite a few waiting customers after me, the clerk checking me out rushed the through process.  He hardly looked at the vehicle, and because I had already been there for 45 minutes, I was beyond ready to leave, so I didn’t inspect for damage as closely I should have. 

However, since I ended up driving it for the next 32 days, I noticed two things.  There were two dings less than an inch in size on driver’s side, front and rear door panels.  Also, the vehicle had high mileage for a rental at just under 50k.  Also, I thought it rather odd that I was required to put $50 deposit on the vehicle, as my full coverage includes rental, and was covering all expenses related to this claim, except for my deductible, payable to the body shop repairing my car.    

Nothing happened to the car for the month that I drove it; no damage, no oddities, etc.  I returned the vehicle on June 19, 2014.  Again, there was a line of people in the cramped office.  When I got to the top of the line, the clerk immediately asked which car I was returning, as she was already walking outside to do a quick inspection of mine and one other vehicle.  She had no paperwork in hand, nor asked for mine.  She returned almost immediately, and announced loudly (so that everyone in the office could hear) that there was a huge dent (emphasis on huge) on the car and that she would have to open a claim.  I was shocked, and asked her to show it to me. 

I followed her to the vehicle, at which point she walked towards the rear, wide eyes scanning the vehicle, and then waved her in the general direction of the rear roof on the passenger side, where the roof curves to meet the rear windshield frame.  Because she waved in the general direction, I asked where again, as there was no “obviously huge” dent.  She indicated again by vaguely waving her hand towards the general area, and halfway pointing, as she stated again “there’s a huge dent.”  Again, emphasis on huge.  I absolutely did not see any dent, other than where the roof naturally curves to meet the car frame at the rear windshield. 

As she practically ran back into the office, loudly insisting she would have to open a claim, I kept repeating that I did not see a dent, and was basically in shock, because not only had she made this accusation of damage where none existed, her tone of voice had become increasingly accusatory since I initially questioned her claim of damage.  I followed her into the office, letting her know in no uncertain circumstances, that I did not see nor was there in fact any damage.  She insisted there was and continued to act in such ugly and accusatory manner, that I felt I had to leave the physical location. 

Two weeks later, I received a letter from Damage Recovery Unit of Enterprise Rent-a-Car indicating they are investigating damage.  I want to say that throughout this entire episode, the clerk spoke in a loud, abrasive, derogatory and accusing tone of voice, almost as if she were trying to cause a scene.  I was appalled at such behavior downright shocked at the outright lie she claimed.  As such, I did not think to take a picture of the car.  This is my only regret other than having ever done business with them in the first place.