Enterprise Damage Dispute

Jenksy59

[strike]hello,

not sure if anyone will have any advise but here's my problem.

I hired!a van from enterprise a couple of weekends ago. I collected it on a friday afternoon and handed it back on monday afternoon.!

On the friday i arrived at around 1300 to collect the van. I had a walk around with the assistant manager to check the vehicle. The check was a quick walk around and was very close up to!the vehicle,!he showed me inside the back compartment!and said he wasn't really bothered about the state!inside of the back then carried on walking around the vehicle. At this point there was!no obvious damage and i was happy with the condition of!it. He than sat inside the driving seat of the van and!!started talking about the upgraded interface for the stereo system. At the same time he was making note of the milage and the amount of fuel that was in the tank.!i then signed the paperwork to say i was happy with the condition of the vehicle and i then drove away happy with the service i had received and onto an incident free weekend.

Monday afternoon i've left work on my lunch break to hand the vehicle back thinking it'll be a quick check and they'd come back in and say the vehicle was ok. This was not the case. I was asked if i was aware there was a dent on the side of the vehicle to which i wasn't as i had checked the vehicle myself before i had went into the brach so i thought they were joking when they said about it. Walking over to the vehicle i couldn't see the dent until it was pointed out. Even then the woman who inspected the vehicle said, "if you feel under here there is a dent, if you feel the other side the isn't". The dent was pretty much on the underside of the vehicle which is not where you'd expect to be checking for damage when collecting it, especially from!up close looking down the damage is pretty much impossible to see.

When i returned back inside the branch the assistant manager was quick to hand me 3 peices of paper asking for my signature!saying that the damage was accidental and that i didn't know how it happened. I didn't sign this paperwork as i feel like that would be me accepting this damage as my fault when i know it wasn't.!the time i handed the vehicle back in was at 1229 and within 4 minutes i had an email with an invoice for £1216.35 (the excess was £1150 and the vehicle hire £66.35) i can't help but think they knew exactly what they were looking for and that this incident has been staged with me footing the bill.

I have taken photos of the damage and sent them to a friend who is a mechanic and he said he sees it all the time in work!from people jacking their cars up in the wrong place and the triangle imprint is a typical one from a jack.!

I have spoken to consumer advice as i am 100% adamant that this damage was not caused by me and they informed me to ask the branch to provide me with physical proof that that damage was not there before i took the vehicle out which i did. I was then told by the assistant manager of the branch that the signature from me saying i was happy with the state of the vehicle when i received it was the!proof, but why would i check under the vehicle to look!for damage?!

I contacted enterprise dispute recovery the day i handed the vehicle back and i was told to raise a dispute via email. I sent the email later that evening and received confirmation that my email had been received and could take up to 7 days for a reply. !1 week passed and still heard nothing so the following monday i called to see why was happening. I was surpised when i was informed they had not received my email so i hung up resent the email and called back to confirm receipt. I was told they had now received it and to wait 48 hours for a response. Wednesday afternoon still nothing so i called again and was told there was no record of me calling on monday and no trace of any email. My details were then passed on the management who replied within a few hours. They said as they're not directly involved with the incident they go off the branches decision and stand by the charge.

I am currently waiting to here back from their inderpendent agency that will be dealing with an alternative resolution and i have also disputed the payment with my credit card provider.

Am i right thinking i shouldn't be paying for this as the damage was already there and is pretty much underneath and not where you'd expect to check when taking a vehicle or have they stung me for £1150 because they have my signature to say i was happy with the state of the vehicle when i took it.


Thank you for reading and i appreciate any advice.![/strike]

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Fat_Walt

Why have you quoted and crossed out the whole text?

Jenksy59

It done that as soon as I posted it, I don't know who to undo it.

Jenksy59

Hello,

Not sure if anyone will have any advise but here's my problem.

I hired!a van from enterprise a couple of weekends ago. I collected it on a Friday afternoon and handed it back on Monday afternoon.!

On the Friday I arrived at around 1300 to collect the van. I had a walk around with the assistant manager to check the vehicle. The check was a quick walk around and was very close up to!the vehicle,!he showed me inside the back compartment!and said he wasn't really bothered about the state!inside of the back then carried on walking around the vehicle. At this point there was!no obvious damage and I was happy with the condition of!it. He than sat inside the driving seat of the van and!!started talking about the upgraded interface for the stereo system. At the same time he was making note of the milage and the amount of fuel that was in the tank.!I then signed the paperwork to say I was happy with the condition of the vehicle and I then drove away happy with the service I had received and onto an incident free weekend.

Monday afternoon I've left work on my lunch break to hand the vehicle back thinking it'll be a quick check and they'd come back in and say the vehicle was ok. This was not the case. I was asked if I was aware there was a dent on the side of the vehicle to which I wasn't as I had checked the vehicle myself before I had went into the brach so I thought they were joking when they said about it. Walking over to the vehicle I couldn't see the dent until it was pointed out. Even then the woman who inspected the vehicle said, "if you feel under here there is a dent, if you feel the other side the isn't". The dent was pretty much on the underside of the vehicle which is not where you'd expect to be checking for damage when collecting it, especially from!up close looking down the damage is pretty much impossible to see.

When I returned back inside the branch the assistant manager was quick to hand me 3 peices of paper asking for my signature!saying that the damage was accidental and that I didn't know how it happened. I didn't sign this paperwork as I feel like that would be me accepting this damage as my fault when I know it wasn't.!The time I handed the vehicle back in was at 1229 and within 4 minutes I had an email with an invoice for £1216.35 (the excess was £1150 and the vehicle hire £66.35) I can't help but think they knew exactly what they were looking for and that this incident has been staged with me footing the bill.

I have taken photos of the damage and sent them to a friend who is a mechanic and he said he sees it all the time In work!from people jacking their cars up in the wrong place and the triangle imprint is a typical one from a jack.!

I have spoken to consumer advice as I am 100% adamant that this damage was not caused by me and they informed me to ask the branch to provide me with physical proof that that damage was not there before I took the vehicle out which I did. I was then told by the assistant manager of the branch that the signature from me saying I was happy with the state of the vehicle when I received it was the!proof, but why would I check under the vehicle to look!for damage?!

I contacted enterprise dispute recovery the day I handed the vehicle back and I was told to raise a dispute via email. I sent the email later that evening and received confirmation that my email had been received and could take up to 7 days for a reply. !1 week passed and still heard nothing so the following Monday I called to see why was happening. I was surpised when I was informed they had not received my email so I hung up resent the email and called back to confirm receipt. I was told they had now received it and to wait 48 hours for a response. Wednesday afternoon still nothing so I called again and was told there was no record of me calling on Monday and no trace of any email. My details were then passed on the management who replied within a few hours. They said as they're not directly involved with the incident they go off the branches decision and stand by the charge.

I am currently waiting to here back from their inderpendent agency that will be dealing with an alternative resolution and I have also disputed the payment with my credit card provider.

Am I right thinking I shouldn't be paying for this as the damage was already there and is pretty much underneath and not where you'd expect to check when taking a vehicle or have they stung me for £1150 because they have my signature to say I was happy with the state of the vehicle when I took it.


Thank you for reading and I appreciate any advice.!

consumers_revenge

Sorry cant offer any advice but this is exactly the reason people hate renting vehicles.


£1150 is just insane!

[Deleted User]

Reason why I never touch these rental chains. When I need to hire a van I use a local indie firm, although the vans are older and a bit beat up, you don't get conned into paying not existent or previously present damage. You just chuck the keys in and leave.

I also use a separate bank account with just enough money to cover the rental to stop them trying it on on the off chance.