Report: #972675

Complaint Review: Enterprise Rental Car

  • Submitted: Thu, November 22, 2012
  • Updated: Sat, November 24, 2012
  • Reported By: sareece72 — hermitage Tennessee United States of America
  • Enterprise Rental Car
    Nashville, Tennessee
    United States of America

Enterprise Rental Car Dispute of Damages Nashville, Tennessee

*UPDATE Employee: Enterprise Rent A Car

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On Monday, November 19, 2012, I dropped off the rental car that my daughter has been driving for over a month while her car was being repaired from where a deer decided to suddenly cross the road and run directly into the side of her car.  

I dropped off the car at the dealership Monday evening around 5:30 -5:45 pm.  I was told by both the dealership and also the rental agency that I could return it there.  There was no damage to the car when I left it.  

Tuesday, November 20, 2012 - I received a call at approximately 4:00 pm from the manager of Enterprise.  He informed me that there was damage to the bumper and that I was going to be responsible for the deductible ($500).  I explained to the manager that there was no damage when I left the car.  He advised me that there were pictures taken prior to our taking the car and that the pictures indicate there was no damage to the car at the time I rented it.  I asked him to send me the pictures and he said he could not due that due to potential litigation.  

I said to the manager that when I left the car at the dealership - there was no damages.  He said that I should have dropped the car off at the rental agency.  I explained to him that they would have been closed by the time I got there and I was told I could drop it off at the dealership.  He said that I could drop it off where ever I want but that I am responsible for the car until they come pick it up.  The manager also advised me that the car was already at a dealership in town getting repaired.   That if I wanted to see the damage - I could drive over to the dealership and see it for myself.

Wednesday, November 21 -  First thing I checked in to my checking account and was shocked to see that Enterprise had taken out $467 from my account.  I contacted the Enterprise branch speaking to the manager again.  I inquired about the fee and he explained to me that the amount that was suppose to come out was $566.  He did not know what or why only $467 was taken out.  I again tried to tell the manager that the car was not damaged and that if the car was not picked up by Enterprise until 4 pm the day after I left it at the dealership - how am I responsible for the car sitting there.  He explained to me that I was responsible and it was in my contract.   The manager gave me the number to the accident center - saying that once it is filed it is out of his hands. He provided me with the reference number and gave me the phone number.

I phoned the accident center - gave my reference number to the person who answered.  No one has been assigned to my matter.  However, I did speak with a representative.  she basically said I am responsible.  She went on to say that I could file a dispute with my credit card company, my bank and my insurance company.  However, it would take weeks and I may or may not get my money back.  I asked again to see the pictures that the manager said he took before I rented the car.  She explained that he did not take pictures before the car was rented and she did not know what he was talking about.  

Thursday - November 22 - Checked my bank account this morning - Enterprise has taken out $566.  This brings my total to $1033.  I am furious that this is happening to me.  I will not let this go.  I have done some research on disputes with this company and this seems to be quite a scheme that is going  on. 
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#1 UPDATE Employee

Enterprise Rent A Car

AUTHOR: Enterprise Rent-A-Car - (USA)

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] with complete details, including your contact information, rental agreement or "DX" damage claim number and any further information regarding your recent experience with us.  
When emailing, please list Reference Number 121124-000304 in the subject line. We look forward to hearing from you.
Social Media Coordinator 
Enterprise Rent A Car
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