Hire car

Darren_Shakespeare

Hi there, I'm hoping someone could let me know where I stand on this subject because I'm more than a little peeved atm.

My car was called in for recall by BMW in September.
BMW arranged a courtesy car for straight away for me with Enterprise.
Due to the uncertainty of when my car would be fixed BMW arranged a rolling hire agreement with Enterprise.
Enterprise told me at the point of collection that BMW would not cover any damage to the hire vehicle and that I could purchase a daily insurance to cover me – which I did, and so handed over my card details.

Fast-forward a month later and BMW call to confirm my car is fixed and ready for collection on a Friday afternoon. I actually couldn't collect it because I was in Manchester for work but arranged for a family member to pick up my car.

I called Enterprise to let them know that my car was fixed but wouldn't be back in London until Sunday but, advised that their car was parked outside my house should they want to pick it up (assuming they had a spare key).

Anyway, I've now been charged £98 by Enterprise because BMW only paid up until the day my car was fixed rather than when the courtesy car was returned.

I feel its unfair to be penalised for not being physically able to return the vehicle immediately, especially as the hire contract would have been with BMW and not me personally.

I suppose I have two questions:

1. Can Enterprise legally take money from my card without authorisation, when the hire contract was with BMW?

2. My immediate thought was to seek reimbursement from BMW but, legally they don't have to either do they?

Thanks!
Darren

JP1978

My first thoughts are to contact your bank and raise an unauthorised charge against the transaction. You gave your card details for the insurance and they (enterprise) appear to have misused them (check all paperwork to ensure this is the case).

I think you need to call Enterprise CS and get their take on it as well - if you called them and gave them an opportunity to collect from outside your home, surely then would have been their chance for them to say its not possible and advise of any charges that would follow so you could maybe think of an alternative?

missile

When I had a courtesy car whilst mine was repaired I gave enterprise my card and £1 was deducted. I was told any extra charges e.g. damage, speeding, parking fines etc would be charged to the card. Presumably you were told the same?

I would suggest your complaint is with BMW. I would not have collected the car until it was convenient to me ..


I would also have expected a courtesy BMW from the dealer. Maybe a complaint to BMW

Darren_Shakespeare

Thanks guys.
@JP1978 – I'll certainly contact Enterprise and state again that I did give them the option to pick up the vehicle rather than wait for my return.

@missle – I think your right too. My issue is probably more with BMW than Enterprise. I'll give them a chance to put this right for me when I call them. Failing that, I guess a complaint will be in order.

Thanks again guys.
Darren

neilmcl

The last time I had a BMW courtesy car supplied by Enterprise I had nothing to pay nor were I asked to hand over any payment cards. I had the car for as long as I needed it, in fact I had it for at least a couple of days after I'd got my car back from BMW and that was on top of the time BMW had mine after it was fixed, eg it was fixed late on Friday and I picked it up on Monday, the "hire" car was collected on Wednesday.

I would be speaking to your dealer about this.