Enterprise Rent-A-Car Compliment - Damage claim on returned vehicle
LA MESA, CALIFORNIA -- I reserved a mini van two weeks in advance from Enterprise. The morning I was scheduled to pick up the vehicle I received a call from an Enterprise employee verifying my reservation. I verified and said I would be there around 9AM. Upon arrival we are told the van that I was supposed to get was totaled out and that we are receiving a free upgrade to a 2007 Tahoe.
The employee and my party proceeded to the vehicle where we spent the next 15 minutes listening to him rant about how expensive and new the vehicle was and a luxory . Because he was so agrressive about the damage waiver I decided to walk around the car. I pointed out a few things that were visible; he assured me that I wouldn't be charged for normal wear and tear and the marks I noticed because they were scuff marks.
The next day the additional driver listed on the contract returned the car and was told that a dent was found above the front license plate and that they needed to conduct an investigation. I decided to call the manager myself since I was not notified by any enterprise employee- considering it was my contract. I was assured that bumper damage is common and would probably not have anything to worry about. I took it upon myself to go up to enterprise to view the alleged damages. What I found was a 2 inch scratch that is almost invisible to the unknowing unless you get on all fours and crawl up to the bumper for examination. I of course took pictures. Almost 3 weeks later I received a preliminary estimate for $433. I have spoken to a loss control adminstrator who basically said Enterprise is not required to have the damages repaired but can still hold the renter accountable and demand payment. They do not have to show me proof that the car was ever repaired and documentation of previous contracts. Apparently enterprise gets 50% off labor rates and only pays once a month for all work performed. So you're telling me that $433 should have been $900?
I was not satisfied so I contacted the regional manager servicing the area that I obtained the contract.He apologized for the mishap but said there was nothing he could do because at some point they need to have accountability. I asked why was this minor key scratch repaired yet a visible dent to the driver side door was not. He tells me that I should have pointed the scratch out upon checkout. My repsonse; how can I point something out that I cannot see just by walking around the car. You have to had literally got on your knees in order to see this. Similar to other complaints I read about this matter, Mr.Doherty also mentioned that staff are well trained to perform inspections.He didn't have an answer when I asked why wasn't anything noted by a staff member on the contract when the car was returmed. In the upper left hand corner of the contract is a diagram of a car where you are supposes to not any damages, dents scratches and do forth. Well the copy I saw didn't acknowledge anything in this area.I found a law firm in Florida that has been conducting an on going investigation of Enterprise and its practice to send consumers the preliminary estimate and demand payment in that amount knwoing that the contract only requires payment for the actual cost of the damage not some over inflated charge.For all I know they could have paid DentPro $40 to airbrush this area.
Is it funny that Enterprise called me to confirm my reservaton an hour and a half before yet did not attempt to find another mini van but took it uponthemselves to upgrade me to a vehicle that did not have the space that we needed. I should have been informed of the inconvience. Another questionable act was that the employee who walked us out left a message on my phone a few hour after we left. In my previous experience, I haven't had anyone call me to confirm my reservation the morning of nor call me to ask about my satisfaction during the course of the rental. I got the impression that the employee who checked us out felt like he was loaning out his personal vehicle against his will.
There should be some accountabililty on Enterprise part when one employee checks the renter out and a second person checks you in.