Frustrated with Enterprise- pls help

mnaunko

Hello- my husband had a head on collision and that evening enterprise were eager to drop off a brand new VW T-Roc recommended by my insurers. The VW arrived close to 11pm and dealing with hospitals and kids I went out to sign the rental agreement. The Enterprise gent told me it’s too dark to take photo evidence of the vehicle and advised that I should do it first thing in the morning. He rushed the process and told me I not to worry about damaging the alloys and any marks smaller than a golf ball are fine. I found it strange and unprofessional but I was exhausted at this point.

forat thing in the morning I extensively took photographic evidence of every little mark/scratch.

During the hire period, I went grocery shopping, unloaded my shopping into the boot and left the keys in the boot whilst I returned the trolley which was less than 2 metres away. When I returned to the vehicle, the keys were locked in the boot. This was a silly thing of me to do, but I did this with my previous vehicle and didn’t think twice. The VW had an auto lock and I was not made aware of this. Immediately called Enterprise who said they would get key assist for me but not till the following day and because they didn’t want the car kept in a public place they arranged for the AA to tow the vehicle to my home address. 

4 weeks post returning the car I receive an invoice for ‘damage’. 2 weeks after that o received another invoice for recovery and storage. I tried to appeal this as I would not have left the keys if I had known the car would auto lock. Enterprise refused my appeal and the reason was because they have no way of verifying if a car auto locks. 

I contacted Enterprise Head office and recorded the call and asked customer service if it is their responsibility to let me know if the vehicle Auto locks and they said it is their responsibility, however I would have to deal with the branch directly who are of course ignoring my emails. 

When I received an email late this evening from them, I thought it was an apology but to my surprise they are charging me more for the AA to recover. I didn’t take out any AA extras but I also didn’t make the decision to have the AA tow the car as it could have stayed in the parking till the morning.

i haven’t worked since lockdown and I really feel like that are just trying to get any money out of me. There is no ‘damage’ to the vehicle and I can’t sleep thinking about this. 

Coupon-mad

You will also get a parking charge for the car being there in the car park too long as well, if they have a parking scam firm on site and you didn't ask one of the Shops to exempt the car.   That will be sent to Enterprise, who will pay it then add forty quid on top and bill you for that as well.

Hope I am wrong, but this is the parking forum and we only deal with parking tickets.

I suggest you re-post in the Motoring forum.

mnaunko

I will thanks 

Le_Kirk

mnaunko said:

I will thanks 

Now done and plenty of advice being given.