Damage Claim?

[usmabmass]

Hello,

I had damaged my car after an incident with a deer, and my insurance company set me up with the Enterprise center in West Point, NY.

When I picked up the car, they were friendly and we did the walk-around to check for damage or scratches, and everything was fine.

The car was fairly dirty (and had 1/8 tank of gas...), and so I went and cleaned it (even using tire shine), during which I had the opportunity to really look at the car before I ended up turning it back in.

Prior to turning in the car, I went over the vehicle thoroughly on my own and it was in perfect condition, and so I drove the car up to the station. There were two employees outside with all the cars, I think they were still trying to log them all in (the Army-Navy football weekend had just ended and a lot of people had rented the cars, although I kept my car in New York). I wasn't sure where to park my car, and one of the employees (call him "Ted") pointed out a spot for me to park, in which i did so perfectly. I got out and asked "Ted" what the process was to return the car, he told me just to give him the keys, and the other employee "Fred" would give me a ride back to my barracks.

This all occured early yesterday afternoon. Today at 1245, I got a call from someone in the loss control department (call her "Haley"), stating that the car was reported with extensive damage - dents on all four doors, the trunk, and on the passenger-side quarter panel.

I was absolutely aghast - while I had the car, I drove it more carefully than i ever had (and my own car has never had any kind of exterior blemishes whatsoever). I never parked in a lot where shopping carts and other obstacles were present, and I ensured that I only parked in either a) the very end of a lot where there were no spaces to the front/rear or passenger side of my car, or b) in the driveway of my friend's house when i visited. Also, I didn't use the trunk at all. In fact, the only time i came into contact with the car was when I opened the doors or scraped the ice off the windshield the night prior (there was no damage to the windshield reported..)

There should have been no possibility for this damage to have been present, especially since I inspected the car 5 minutes before i turned it in.

I was very polite with "Haley," and she told me that she was also surprised about the damage, but said I could go up to the rental place and look at the car for myself (keep in mind this was about 1245). I said I wasn't sure if I could, but i would try. I ended up taking a bus up and going to the office, but they told me that they had taken the car to the body shop that morning...

During the whole process, they kept telling me that I was responsible for damage to the car for one business day after I turned it in, and kept alluding that I had turned the car in after business hours on Sunday night, when in reality I turned it in at about 1PM on Monday, placing the keys directly into the hands of "Ted."

It all sounded a little fishy to me, and I called my insurance company to let them know what was going on.

My question is, what should I do now? I am 100% positive that the car was free of damage when it left my control, and now I realize that I should have done the visual inspection first, but I didn't at the time and the employee told me I didn't need to do anything. What are the next steps I can take to protect myself? After finding this board, I'm a bit worried... thanks everyone for your help..

[hekiliko'olau]

Originally Posted by usmabmass

Hello,

I had damaged my car after an incident with a deer, and my insurance company set me up with the Enterprise center in West Point, NY.

When I picked up the car, they were friendly and we did the walk-around to check for damage or scratches, and everything was fine.

The car was fairly dirty (and had 1/8 tank of gas...), and so I went and cleaned it (even using tire shine), during which I had the opportunity to really look at the car before I ended up turning it back in.

Prior to turning in the car, I went over the vehicle thoroughly on my own and it was in perfect condition, and so I drove the car up to the station. There were two employees outside with all the cars, I think they were still trying to log them all in (the Army-Navy football weekend had just ended and a lot of people had rented the cars, although I kept my car in New York). I wasn't sure where to park my car, and one of the employees (call him "Ted") pointed out a spot for me to park, in which i did so perfectly. I got out and asked "Ted" what the process was to return the car, he told me just to give him the keys, and the other employee "Fred" would give me a ride back to my barracks.

This all occured early yesterday afternoon. Today at 1245, I got a call from someone in the loss control department (call her "Haley"), stating that the car was reported with extensive damage - dents on all four doors, the trunk, and on the passenger-side quarter panel.

I was absolutely aghast - while I had the car, I drove it more carefully than i ever had (and my own car has never had any kind of exterior blemishes whatsoever). I never parked in a lot where shopping carts and other obstacles were present, and I ensured that I only parked in either a) the very end of a lot where there were no spaces to the front/rear or passenger side of my car, or b) in the driveway of my friend's house when i visited. Also, I didn't use the trunk at all. In fact, the only time i came into contact with the car was when I opened the doors or scraped the ice off the windshield the night prior (there was no damage to the windshield reported..)

There should have been no possibility for this damage to have been present, especially since I inspected the car 5 minutes before i turned it in.

I was very polite with "Haley," and she told me that she was also surprised about the damage, but said I could go up to the rental place and look at the car for myself (keep in mind this was about 1245). I said I wasn't sure if I could, but i would try. I ended up taking a bus up and going to the office, but they told me that they had taken the car to the body shop that morning...

During the whole process, they kept telling me that I was responsible for damage to the car for one business day after I turned it in, and kept alluding that I had turned the car in after business hours on Sunday night, when in reality I turned it in at about 1PM on Monday, placing the keys directly into the hands of "Ted."

It all sounded a little fishy to me, and I called my insurance company to let them know what was going on.

My question is, what should I do now? I am 100% positive that the car was free of damage when it left my control, and now I realize that I should have done the visual inspection first, but I didn't at the time and the employee told me I didn't need to do anything. What are the next steps I can take to protect myself? After finding this board, I'm a bit worried... thanks everyone for your help..

Did you walk around the vehicle and inspect it with a rental agent, go inside, and get a final receipt and copy of the rental agreement showing no damage on the car before you left? If so, the damage is not your responsibility. Had they found any damage upon check in, assuming you did "check in" the car and not just drop the keys and run, you would have been asked to complete a DX (damage that occured while the car was on rent) report. If that didn't happen, and you got your final receipt showing no damage on the car, then they have an OX (damage that occured while car was not on rent) on their hands. That type of damage gets charged to the branch, not the renter. Once your contract is closed and your receipt is rendered, the car is no longer your responsibility. Any damage that happened after that is their problem. If you turned the car in properly, they don't have a leg to stand on. They may try to pin it on you, but if you have your shit together, it won't fly.

[usmabmass]

Originally Posted by hekiliko'olau

Did you walk around the vehicle and inspect it with a rental agent, go inside, and get a final receipt and copy of the rental agreement showing no damage on the car before you left? If so, the damage is not your responsibility. Had they found any damage upon check in, assuming you did "check in" the car and not just drop the keys and run, you would have been asked to complete a DX (damage that occured while the car was on rent) report. If that didn't happen, and you got your final receipt showing no damage on the car, then they have an OX (damage that occured while car was not on rent) on their hands. That type of damage gets charged to the branch, not the renter. Once your contract is closed and your receipt is rendered, the car is no longer your responsibility. Any damage that happened after that is their problem. If you turned the car in properly, they don't have a leg to stand on. They may try to pin it on you, but if you have your shit together, it won't fly.

I didn't realize that I had to do the walkaround afterwards - I had only ever rented from Avis and returned the car after hours, and this was my first time with Enterprise and the first time returning it during normal hours. That was why I asked "Ted" (who turned out to be the manager) what the process was and if he needed to go over the car, and he just told me to give him the keys and I was good to go, he even got the other employee to give me a ride home.

As I said, it was the end of a big weekend and they had about 20 cars just arrived in the lot, so I don't know if they were just cutting corners, or in a hurry or what.

They gave me a photocopy of their agreement, which says nothing of any damage on the car and gives me a final charge that doesn't show any damage costs...

[hekiliko'olau]

Originally Posted by usmabmass

I didn't realize that I had to do the walkaround afterwards - I had only ever rented from Avis and returned the car after house, and this was my first time with Enterprise and the first time returning it during normal hours. That was why I asked "Ted" (who turned out to be the manager) what the process was and if he needed to go over the car, and he just told me to give him the keys and I was good to go, he even got the other employee to give me a ride home.

As I said, it was the end of a big weekend and they had about 20 cars just arrived in the lot, so I don't know if they were just cutting corners, or in a hurry or what.

They gave me a photocopy of their agreement, which says nothing of any damage on the car and gives me a final charge that doesn't show any damage costs...

Does the photocopy have the totals written in right side? Where it says "closed by", did someone write his/her name there? On the diagram you initialled when you picked up the car, there is a place for them to circle yes or no as to the condition of the car upon return. Is anything circled there? I suspect that one of their dumbass car preps jacked up the car and now they are trying to pin it on you. They try to pin lot damage on customers all the time so the branch doesn't lose money. Unreported damages cost ERAC millions each year.

[usmabmass]

Originally Posted by hekiliko'olau

Does the photocopy have the totals written in right side? Where it says "closed by", did someone write his/her name there? On the diagram you initialled when you picked up the car, there is a place for them to circle yes or no as to the condition of the car upon return. Is anything circled there? I suspect that one of their dumbass car preps jacked up the car and now they are trying to pin it on you. They try to pin lot damage on customers all the time so the branch doesn't lose money. Unreported damages cost ERAC millions each year.

They wrote down the total cost of the rental agreement next to "Total Charges", but left "Amount Due" and "Closed By" blank.

They didn't touch the damage chart after the initial inspection, nor the fuel level (which was twice the original level).

[hekiliko'olau]

Originally Posted by usmabmass

They wrote down the total cost of the rental agreement next to "Total Charges", but left "Amount Due" and "Closed By" blank.

They didn't touch the damage chart after the initial inspection, nor the fuel level (which was twice the original level).

The fact that they handed you a receipt and did not ask you to fill out a DX report may be enough to prove that they accepted the car and it was undamaged when you returned it. Just make sure you don't lose your cool with the Loss Control person you are dealing with. The good ones will sometimes err on the side of the customer, especially if the branch didn't check in the car properly. Also, get the Area Manager on your side. They care more about ESQi - how Enterprise measures customer satisfaction, than winning a damage dispute. From what I gather about you situation, it's clear that they dropped the ball here. I think things will work in your favor. You came to the right place for information. There are dozens of posters here who will offer advice in the coming days. Good Luck! I'll check back on you later to see if you have gotten any more advice or made any progress.

[usmabmass]

Originally Posted by hekiliko'olau

The fact that they handed you a receipt and did not ask you to fill out a DX report may be enough to prove that they accepted the car and it was undamaged when you returned it. Just make sure you don't lose your cool with the Loss Control person you are dealing with. The good ones will sometimes err on the side of the customer, especially if the branch didn't check in the car properly. Also, get the Area Manager on your side. They care more about ESQi - how Enterprise measures customer satisfaction, than winning a damage dispute. From what I gather about you situation, it's clear that they dropped the ball here. I think things will work in your favor. You came to the right place for information. There are dozens of posters here who will offer advice in the coming days. Good Luck! I'll check back on you later to see if you have gotten any more advice or made any progress.

Thanks for the advice. I will definitely give an update on the situtation as it happens. The lady who called me was helpful and will hopefully work with me to resolve the issue.