Report: #1099334

Complaint Review: Enterprise

  • Submitted: Thu, November 14, 2013
  • Updated: Thu, November 14, 2013
  • Reported By: Travis — London
  • Enterprise
    500 Corbin Rd
    London, Kentucky

Enterprise Enterprise Rent-A-Car damage claim that was pre-existing!!! London Kentucky

*UPDATE Employee: Enterprise Customer Care

Show customers why they should trust your business over your competitors...

This made my second time obtaining a rental car from enterprise. The first time was for a weekend vacation. No complaints from the first rental. The second rental was through my insurance company because of an auto accident. I had that rental for 28 days.

During the walk through of the second rental I noticed that the front spoiler of the vehicle had damage. I informed the lady (who was shocked that is was damaged) that was doing the walkthrough. She noted it on my rental agreement. Ok so I thought no problem it was noted. I drove the car for 28 days with no problems the car drove exceptionally well. I returned the rental car on a Saturday 15 minutes after the office had closed. I received a call from enterprise on Monday evening around 5pm by Melyssa who stated that she looked outside at the rental around 430 Monday evening and seen fluid leaking from the undercarriage of the vehicle. 

She stated that there was undercarriage damage and that I could come and look at the vehicle if I wanted to. So I did so upon arriving at the enterprise office the vehicle was parked the same way I had parked it. Except there was what appeared to me Oil leaking (Dark brown fluid) from the oil screw of the vehicle. It appeared that someone had loosened the screw allowing to oil to drain out. Melyssa stated that she would have to get the vehicle towed to a Hyundai repair center in a nearby town. Then she asked me how I was going to pay for the extra two day rental. I explained to her that I returned the car on Saturday as directed by my insurance company. 

She continues saying that the keys to the vehicle wasn't in the drop box Monday morning. I then proceeded to ask her why hadn't the parking lot attendants hadn't already noted the vehicle back over the weekend since that's what I was told when I rented the car. By that time I was really upset. She said ok we will drop the extra two days. Nothing she was saying made any since. After the vehicle was towed to Enterprise's repair shop NOT Hyundai. I received an email with the damage estimate.  The damage estimate included the front spoiler, and air conditioning condenser. I was completely confused they are trying to hook me with the damage that was pre-existing. The estimate didn't mention anything about something wrong with the oil (which was what was leaking btw I took pictures and confirmed it with my mechanic). I am still battling it with Enterprise. 

They already done an investigation into the matter... ha-ha and deemed that I was responsible. I don't understand how I can be responsible for damage that I didn't do. The spoiler is located directly in front of the air condenser that was damaged, if the spoiler was damaged before I rented it then the air condenser had to be damaged also. 

My advice is doing rent from ENTERPRISE. They will manipulate anything they can to get what they want. It is my understanding they have done this to numerous people in this area I couldn't imagine how many nationwide. A group of lawyers should look into this the money returned to the people falsely accused would be substantial. 


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#1 UPDATE Employee

Enterprise Customer Care

AUTHOR: Enterprise Rent-A-Car - ()


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 with complete details, including the exact rental location, your contact information, rental agreement number and any further information regarding this incident. 

When emailing, please list Reference Number 131114-002368 in the subject line. We look forward to hearing from you.  

Social Media Coordinator  

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