Enterprise rent-a-car, receipts and details of repairs

saskak

Hello MoneySavingExperts,

This is my first post and any help will be much appreciated.
I rented a car from Enterprise about a month ago for the period of 7 days. Upon returning the car there was a scratch on the rear right bumper of the car. I got charged the full amount of my excess (i.e. £600) to cover for the damage caused to the vehicle. I requested the receipts and a complete breakdown of the repairs done to the vehicle and was assured that these will be sent to me in due course.

I would like to claim back the £600 excess from my personal car hire insurance excess cover (i.e. Questor Insurance, underwritten by AXA).

As a matter of today (23 August 2011), I have not received any of the requested documents. Upon calling Enterprise office (03 August 2011), I was told that the office does not hold any receipts and breakdown of repairs, despite their previous assurance that I would be sent those by them. I was advised to phone Enterprise Damage Recovery Unit. I phoned the number on 03 August 2011 and was told that there is nothing recorded as of 03 August 2011 for my particular rental period and agreement. Phoned again a week later and was told that there are no documents and it could take between 3-6 weeks. Next, I Phoned the Enterprise Damage Recovery Unit on the 22nd August 2011 and was told that no documents have arrived and it could take several months for this. Phoned the branch on the 22nd August 2011 and spoke to the manager who told me that he will contact the repairers and see whether the car has been repaired or not and will phone me back. I have not received the promised phone call back for 2 days now.

Have proceeded with my claim for the excess with Questor insurance, but cannot fully submit my claim as for claims of more than £250, I would have to have the receipt and the detail breakdown of repairs done to the car. I suspect that they have not repaired the car as the scratch was really superficial and therefore, I would not get any documents, thus not being able to claim my money from Questor insurance.

I am in a bit of a pickle, do not know what else to do and would appreciate any help. Many thanks indeed.

InsideInsurance

The Policybook on their site only states that they require you to provide a receipt for you having paid the excess not for the repairs themselves. Many large hire car companies maintain their own vehicles and so no receipts for repairs would be possible.

I would challenge Questor to quote where in the policy they state you require repair documentation

saskak

The documents (i.e. Car rental insurance claim form) that I received from AXA Assistance Claims Centre Services, states that:
"Please Note:If total damage costs exceed £250.00 we will need a breakdown of repair from the rental company."

To be honest I do not really know why AXA is contacting me, when I submitted the claim with questor insurance, although it could be underwritten by AXA.

Mark_Bristol

I have a similar problem. Enterprise have charged me the full excess £600. After many calls I have a copy of the estimate which is for £1200, but includes lots of items (labour & parts) which have nothing to do with the damage logged when I returned the vehicle.
When I dropped the car they told me that the vehicle was being prepared for sale......
How do I go about disputing the £600? I'm pretty sure that I'm paying towards Enterprise obtaining a higher resale value for the car!

saskak

Indeed, checked the policy documents from Questor and it does not say anywhere to provide a detailed breakdown of repairs. I will wait for the Insurance company to reply with respect to my claim. May have to challenge them on the repairs, as I do have a receipt.

saskak

It appears that there is some light in the tunnel.
To get some result one has to contact care at enterprise dot com
They seem to have speeded things up and got a very quick reply from Enterprise Damage Recovery Unit that the car has been indeed repaired, but the repairers bill them on a monthly basis. They will send me the detail breakdown of repairs in 7-14 days.

I am not too sure about the repairs, but will have to wait for the documents to arrive. So, if one wants some assistance, better contact care at enterprise dot com with your contact information, rental agreement number, claim number (if one was provided to you), the specific location (street/city) of the Enterprise office and any further details.