Accused of Damage, What Should I do (and I have pictures!)

Originally Posted by benkaf

I returned my rental car to Enterprise here in Southern California on August 3. My car was being repaired and my insurance company said to decline the CDW when renting from Enterprise. They covered the expense so I didn't use a credit card. When I returned the car, the rental agent who was a different agent from the one who did the walkaround with me immediately said there was a large dent in the car. I was shocked. I couldn't see a dent, nor could my friend who came with me. I was in no accident of any kind and hardly drove the car. In any case, eventually when bending down and squinting and in the right light I could see a dimple (what he called a large dent and which he, with his super-vision, noticed immediately). I rushed home, left my friend to watch the car, came back and took pictures. You can see them at enterprise1 I also took a video.

I argued that on the original walkaround no ordinary person of ordinary vision under ordinary circumstances would have noticed this thing. Now Enterprise says I owe them over $600 for repairs. Even the loss agent I talked to said that when she first saw the photos she couldn't see the problem but that her manager said to go forward anyway.

I asked her for a record of the last 10 rentals on the car, like someone in this forum suggested, but she just said, "we don't do that." Any suggestions of where to go from here would be appreciated? Please no "what you should have done" advice -- I need to know how to proceed from this point forward. Please feel free to look at those pictures!

Thanks

Enterprise use a system called Xerox to scan contracts when they are closed and they are logged on a database. It is easily accesible as long as they want to and a scan of previous contracts almost certainly will end up in them refunding your money. If the dent was that minor, you shouldn't have to pay $600 anyway. Enterprise have a minor damage pricing guide, and a paintless dent removal on that panel wouldn't cost $50 let alone $600! I have just left ERAC, not in the US, but all the same consider most of the practices illegal, and dishonest. Good luck!

[Double D]

Originally Posted by benkaf

I returned my rental car to Enterprise here in Southern California on August 3. My car was being repaired and my insurance company said to decline the CDW when renting from Enterprise. They covered the expense so I didn't use a credit card. When I returned the car, the rental agent who was a different agent from the one who did the walkaround with me immediately said there was a large dent in the car. I was shocked. I couldn't see a dent, nor could my friend who came with me. I was in no accident of any kind and hardly drove the car. In any case, eventually when bending down and squinting and in the right light I could see a dimple (what he called a large dent and which he, with his super-vision, noticed immediately). I rushed home, left my friend to watch the car, came back and took pictures. You can see them at enterprise1 I also took a video.

I argued that on the original walkaround no ordinary person of ordinary vision under ordinary circumstances would have noticed this thing. Now Enterprise says I owe them over $600 for repairs. Even the loss agent I talked to said that when she first saw the photos she couldn't see the problem but that her manager said to go forward anyway.

I asked her for a record of the last 10 rentals on the car, like someone in this forum suggested, but she just said, "we don't do that." Any suggestions of where to go from here would be appreciated? Please no "what you should have done" advice -- I need to know how to proceed from this point forward. Please feel free to look at those pictures!

Thanks

First off I am sorry that you are in this situation. I agree with some of the responses given to you. You should contact the loss control manager. You have every right to ask them to check the last 10 contracts. They will have to safe guard the previous customers info, but should not have a problem with showing the condition boxes. I can't see the damage from your pictures either, but I do know that it can be hard to capture damage especially on black cars with a camera. Also make sure that this car was never re-rented. Make sure it went straight to the shop. Many times especailly when busy they will rerent cars even with damage. There is a computer log kept on each unit as to its where abouts at all times. You can also get a copy of the estimate from the body shop the car went to. However, I am sure you are aware that if you signed that contract with that vehicle having no damage you are responsible. If everything I mentioned above checks out then maybe it happened in a parking lot or something. I really don't understand why everyone takes their insurance companys word with blind faith??? This happens all the time!!! I cant tell you how many times people told me, my insurance will pay for it or my credit card covers it, or if something happens I will just pay my deducatable then comes back all mad when something happens. I am sure you think that this damage was already there, but is it possible that it could have happened during your rental?? I hope this works out for you, and next time consider purchasing DW.

[HLES85]

I've worked for Enterprise for a few months, and I'll be honest, they are too picky with small dents and scratches. We use to be outside with a ruler measuring marks which I think is absurd. I now work for Hertz rental, and basically if you bring the car back with a little scratch or a small dimple and didn't accept our DW, fine, we're not going to file a claim against you. Our DW fully protects our customers from any kind of damage, including hit and runs, windshield damage, and from loss of down time. My opinion is to not rent from Enterprise because they are too much about every little thing, and come rent from Hertz next time. It's much easier, much safer and we tell you everything the first time right up front.

Originally Posted by HLES85

I've worked for Enterprise for a few months, and I'll be honest, they are too picky with small dents and scratches. We use to be outside with a ruler measuring marks which I think is absurd. I now work for Hertz rental, and basically if you bring the car back with a little scratch or a small dimple and didn't accept our DW, fine, we're not going to file a claim against you. Our DW fully protects our customers from any kind of damage, including hit and runs, windshield damage, and from loss of down time. My opinion is to not rent from Enterprise because they are too much about every little thing, and come rent from Hertz next time. It's much easier, much safer and we tell you everything the first time right up front.

ya right my dad rented from Hertz last year, before driving out stopped and told them about damage he found. The person in the garage noted it on the contract before he left, and two weeks later there was a charge on his AMX for 857.00 after many calls he finally got it taken care of but what a hassle!!!