Originally Posted by COcamper
Enterprise Car Rental- Parker CO- DO NOT USE THEM!!
And as far as I'm concerned, don't use Enterprise anywhere unless you like to get fawked!
Cliff Notes: Rented a car for a road trip, wife returned it and all was fine according to rep, 1 week after return we get an email from their Damage Recovery Unit claiming hail damage. WTF???
We (my wife) returned the car on 8/15 to the Parker CO location (same place I picked it up). She did a walk around with Dale, who told us- ďeverything looks great, Iíll close out the rental and refund the $150 depositĒ. I still question why a $150 deposit is needed when Iíve paid for the rental and have full insurance? My wife was told by Dale that he will email the final receipt to the email address on file (which is mine) and that he had just completed the refund on the deposit. My wife then waited about 15 minutes for me to pick her up at the Enterprise office. I picked her up and asked if everything went ok- yep- no problems.
I hadnít seen the refund but figured it was just being processed and to be honest, I hadn't even looked for the receipt from the rental, as I thought all was good. Much to my surprise I get an email a week later from Enterprise DRU (Damage Recovery Unit) claiming hail damage. I contacted this unit and asked them what was going on? They told me the claim is filed by the local office. So I stop by there on my way home from work, figuring this has got to be some sort of mistake. I got the pleasure of talking to Dale again, and he has some big balls, as he lied directly to my face as well as my wife's face. I finally had to turn around and leave the office, I was so furious I was afraid I would do or say something that would not help my cause... He has continued to lie and dig his hole deeper and deeper.
I did not drive in any hail during my trip and can show my trip based on credit card transactions and video/pictures. I did not receive any other notification, contrary to Dale telling me they called me. I offered to show him phone records, he quickly changed his story and said they left messages for my wife- but he couldnít tell me my wifeís number- he didnít have it! I asked why would he not contact me- the primary person on the agreement, he could/would not answer that, only telling me that my wife and I are one in the same- no we aren't! OK, but if you canít reach one or you donít have the right contact info or any contact info, why not try the other, especially when I know they have my contact info? I was on-site 15 minutes after she returned the car to pick her up and we only live 5 minutes from the rental location- if there was an issue I would have been there to see it and take care of it. But Iím positive they did not want me to come see it because there was nothing to see!
I have full coverage insurance on all 4 of my vehicles for a reason, I stand nothing to gain from trying to be dishonest and would gladly pay my deductible and let my insurance handle a claim. Iíve used Enterprise for 20+ years, this will be the last time and I will make sure everyone I know never uses them. I have honestly never been treated the way I was and more importantly I have never been lied to like that- directly to my and my wifeís face. Dale went on to threaten us when we called him a liar- he stated ď I will get you banned for life from Enterprise and other rental companies...Ē. I am still in awe of this whole experience, it is like nothing I have ever been through.
The local office tries to twist the story each time we talk to them- Friday the story was we were in a huge hurry to drop the rental off- nope, actually sat around for 15+ minutes after completing the return.
We rent cars on a pretty regular basis, I guess if anything, we got complacent because every transaction for the past 20+ years has been honest and as one would expect.
I know many of you are going to point out what we did wrong or how we could protect ourselves- I know, we made plenty of mistakes to not cover our ass. Like I said, after many rentals both domestically and abroad, and every one of them being handled the way it should, I got complacent and expected this one to be no different.
It is also worth noting how hard they pushed their insurance option. I expect that at rental agencies, but these guys were really pushy, to the point he was asking how much my deductible was and wanting to calculate how much I would "save" if I took their insurance vs. having to pay my deductible- almost like they knew something was going to "happen".
Interesting that after I posted this on my local Nextdoor site- 5 or 6 others mentioned this same thing has happened to them at this location recently. A little google-fu, and I came across a local news story from June where a different office was trying the same crap. I emailed my story to that reporter, hoping he will make some more noise!
I think Enterprise, at least this location, attempts to identify those with full coverage and a low deductible, then pushes their insurance option hard, and if that is turned down, they look for an excuse to file a claim with the hopes that the customer just lets their insurance handle it.
Sorry for the long read, I know the power of the PBB, please warn others and make Enterprise re-think their strategy.