"I feel that this practice is basically theft"

The rental car that I returned to my local Enterprise here in Pittsburgh, PA had a small ding on the rear passenger door. It was so small that I honestly believe that it was probably their already when I picked it up, but I can't prove that.

When I returned the vehicle the manager made me pay $500 (my insurance
deductible) without first getting an estimate for the damage. They said this was in their contract, but it is not. They said that if it cost less to have the damage fixed I would be refunded the money. All it says in their contract is "I will pay the owner the amount necessary to repair the vehicle". If you are required to pay your deductible up front, it should be written in the contract.

I have no problem having the vehicle fixed after the estimate has been done and turned in to my insurance.

I feel that this practice of theirs is extortion and I feel that I was taken advantage of.

On 9/10/05, I contacted the Enterprise Loss Prevention Manager and explained the situation (I had to get this number from another Enterprise location) hoping to have it resolved. I was told that she had no idea when the car would have an estimate done and no idea when I would be refunded my money if it cost less than $500.

I then contacted the Enterprise location where I rented the car, I asked for their home office telephone number so that I could escalate my problem. They refused to give me the number. My husband then physically drove to the location to get the number and they still refused to give him the number. (I had to go to work) He then tried to resolve the problem and explained that no where in the contract did it state that you had to pay your full deductible w/o first getting an estimate for damages. He then got several different answers ranging from a week and a half to one month for when I would get my reimbursement. The manager actually tried to tell him that the car they were looking at that was on their lot wasn't even the same car because the ding was so small. (My husband had the contract with him).

At this point, I spoke to my insurance company as well as a lawyer friend of mine and have been advised to put a stop pay on the check that I gave Enterprise and let the insurance company work it out.

I feel that this practice is basically theft and I am so angry that they get away with treating people like this. I am very glad to have found this site.
I have also sent complaints to both the BBB and the PA Attorney Generals Office.

Even if you don't have any advice, thanks so much for starting this website, it's been very helpful with getting me through my anger after this experience!

More on Enterprise car rental at the Failing Enterprise home page.