Frustrated with Enterprise and their invoices!!! Pls help

mnaunko

Hello- my husband had a head on collision and that evening enterprise (recommended by my insurers ) were eager to drop off a brand new VW T-Roc. 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.

first thing in the morning I extensively took photographic evidence of every little mark/scratch. The last thing I needed was to be blamed.

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( which was the AA towing from shop to me home, so what 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 and deliver to my home. I didn’t take out any AA extras but I also enter tori’s W made the decision to have the AA tow the car as it they didn’t want the vehicle to stay overnight in a plunking car park, so why am I being charged.
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. 

sweetsand

Hi OP
You want an honest answer. 
You left the keys in the car, it is your fault. Fair enough, they said they should have told you, if the delivery person states he did tell you, its his word against yours.
It is frustrating and I guess a lot of money for nothing.
Phone the people at the branch, you will get through, be concise and tell them what you expect. Ask them when you will ge a repsone, approx date. Follow up your phone call with a two sentence email thanking them, confirms what was agreed. Hopefully, you may get at least some if not all of your money back.
The situation you was in, leaving the key in the car as you did, it can happen to the best of us
ATB
X

sweetsand

btw, the damage, compare with your pictures.
This won't help but it may - a while ago i saw damage on our son's car as we walked up their drive. They had not moved the car for a few days and had walked past it on the drive several times - they did not note the scrape on the wheelarch, parking hit and run i guess - they only nted when i told them - what i am saying is at times you dont see everything. However, compare your pics with their claim
HTH
ATB
x

DUTR

mnaunko said:

Hello- my husband had a head on collision and that evening enterprise (recommended by my insurers ) were eager to drop off a brand new VW T-Roc. 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.

first thing in the morning I extensively took photographic evidence of every little mark/scratch. The last thing I needed was to be blamed.

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( which was the AA towing from shop to me home, so what 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 and deliver to my home. I didn’t take out any AA extras but I also enter tori’s W made the decision to have the AA tow the car as it they didn’t want the vehicle to stay overnight in a plunking car park, so why am I being charged.
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. 

There is a lot of unnecessary drama in the post, maybe the agent did explain and you were too exhausted to notice, did you advise the agent that you were recording the call? I'm trying to picture how you would manage to put the key in the boot area.
Anyways shouldn't the insurer be dealing with the invoices? 

AdrianC

Why would you put the keys in the boot of an unfamiliar car, shut the boot, then look surprised they were locked in?

As far as how to deal with the situation, you delegated that to Enterprise and their recovery agents when you phoned them. And, no, it's not unreasonable to be recharged the costs of dealing with a situation that was not a fault with the vehicle.

DUTR said:
Anyways shouldn't the insurer be dealing with the invoices? 

The cost of hiring the car, yes. But that will specifically include costs incurred above the normal hire - which this is. Tyre, windscreen, parking dings...

ontheroad1970

sweetsand said:

Hi OP
You want an honest answer. 
You left the keys in the car, it is your fault. Fair enough, they said they should have told you, if the delivery person states he did tell you, its his word against yours.
It is frustrating and I guess a lot of money for nothing.
Phone the people at the branch, you will get through, be concise and tell them what you expect. Ask them when you will ge a repsone, approx date. Follow up your phone call with a two sentence email thanking them, confirms what was agreed. Hopefully, you may get at least some if not all of your money back.
The situation you was in, leaving the key in the car as you did, it can happen to the best of us
ATB
X

Sorry, but I can't make out what it is you are trying to say.  It's all very well having thousands of posts, but use them to say something, preferably something helpful.  There is more to giving a useful post than simply trying to be nice.  

sweetsand

DUTR said:

mnaunko said:

Hello- my husband had a head on collision and that evening enterprise (recommended by my insurers ) were eager to drop off a brand new VW T-Roc. 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.

first thing in the morning I extensively took photographic evidence of every little mark/scratch. The last thing I needed was to be blamed.

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( which was the AA towing from shop to me home, so what 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 and deliver to my home. I didn’t take out any AA extras but I also enter tori’s W made the decision to have the AA tow the car as it they didn’t want the vehicle to stay overnight in a plunking car park, so why am I being charged.
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. 

There is a lot of unnecessary drama in the post, maybe the agent did explain and you were too exhausted to notice, did you advise the agent that you were recording the call? I'm trying to picture how you would manage to put the key in the boot area.
Anyways shouldn't the insurer be dealing with the invoices? 

The OP has posted as they say fit in order to seek help/advice etc it is unnecessary and inappropriate to tell them that their post has a "unnecessary drama." Not everyone is the same.
You state you trying to "picture" how the OP put the key in the boot - millions of people do that every day. Admittedly it is not good practice but people do, we have done it and always aware that other doors, windows are open just in case but we try to avoid but you wanting to "picture" that is an unnecessary statement IMHO.
OP, like I said, call them, etc as my previous posts and if poss, please let us know how you get on
ATB
x

ontheroad1970

sweetsand said:

DUTR said:

mnaunko said:

Hello- my husband had a head on collision and that evening enterprise (recommended by my insurers ) were eager to drop off a brand new VW T-Roc. 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.

first thing in the morning I extensively took photographic evidence of every little mark/scratch. The last thing I needed was to be blamed.

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( which was the AA towing from shop to me home, so what 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 and deliver to my home. I didn’t take out any AA extras but I also enter tori’s W made the decision to have the AA tow the car as it they didn’t want the vehicle to stay overnight in a plunking car park, so why am I being charged.
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. 

There is a lot of unnecessary drama in the post, maybe the agent did explain and you were too exhausted to notice, did you advise the agent that you were recording the call? I'm trying to picture how you would manage to put the key in the boot area.
Anyways shouldn't the insurer be dealing with the invoices? 

The OP has posted as they say fit in order to seek help/advice etc it is unnecessary and inappropriate to tell them that their post has a "unnecessary drama." Not everyone is the same.
You state you trying to "picture" how the OP put the key in the boot - millions of people do that every day. Admittedly it is not good practice but people do, we have done it and always aware that other doors, windows are open just in case but we try to avoid but you wanting to "picture" that is an unnecessary statement IMHO.
OP, like I said, call them, etc as my previous posts and if poss, please let us know how you get on
ATB
x

It's actually a useful post by DUTR.  There are ways of making a complaint to a company that get results.  Filling them with drama makes the company feel that they have lost you as a customer in any case and therefore will not do much in order to save you since they perceive you as a lost cause.  Do it with no drama, but try and get some empathy, and you may find the agent on the other side actively wants to resolve things.  Emotion is rarely helpful in making a complaint.

With the greatest of respect, I'm not sure it is up to you to decide what is and what is not appropriate for people to post.  Board admins and the owner of the forum ave that in their remit, and for you to act like an arbitrator as to what is appropriate and what is not, is seriously affecting dialogue on here.  

If you really want to help people leave things as open as possible and try to avoid making judgements on other people's posts.  You might find fewer people putting you on their ignore list and have a good deal more respect.  

DUTR

sweetsand said:

DUTR said:

mnaunko said:

Hello- my husband had a head on collision and that evening enterprise (recommended by my insurers ) were eager to drop off a brand new VW T-Roc. 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.

first thing in the morning I extensively took photographic evidence of every little mark/scratch. The last thing I needed was to be blamed.

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( which was the AA towing from shop to me home, so what 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 and deliver to my home. I didn’t take out any AA extras but I also enter tori’s W made the decision to have the AA tow the car as it they didn’t want the vehicle to stay overnight in a plunking car park, so why am I being charged.
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. 

There is a lot of unnecessary drama in the post, maybe the agent did explain and you were too exhausted to notice, did you advise the agent that you were recording the call? I'm trying to picture how you would manage to put the key in the boot area.
Anyways shouldn't the insurer be dealing with the invoices? 

The OP has posted as they say fit in order to seek help/advice etc it is unnecessary and inappropriate to tell them that their post has a "unnecessary drama." Not everyone is the same.
You state you trying to "picture" how the OP put the key in the boot - millions of people do that every day. Admittedly it is not good practice but people do, we have done it and always aware that other doors, windows are open just in case but we try to avoid but you wanting to "picture" that is an unnecessary statement IMHO.
OP, like I said, call them, etc as my previous posts and if poss, please let us know how you get on
ATB
x

I  agree not everyone is the same, however , the husband was in a head on collision, how is he? I read it as it doesn't matter how he is! There are bigger battles to follow? And the battle it is, just because someone posts something does not automatically put them in the right, Yes I have  VW and have put the key i the boot, how? My key was in a bag which I put in the boot, only when I went to open the door I could see on the display 'key not present' however the boot does not lock with the key inside, that is clearly stated in the manual (not that many would take the time to read a 400 page manual).
I'm sure you maybe aware it is not admissable to record a call without informing the other party.
11pm delivery is rather late and perhaps could have waited until the next morning?

DoaM

DUTR said:

I'm sure you maybe aware it is not admissable to record a call without informing the other party.

It is entirely admissible to record a call without the other party's knowledge or consent. What is not admissible is to reproduce that recording to a 3rd party without the other party's knowledge or consent.  

sweetsand

DUTR said:

sweetsand said:

DUTR said:

mnaunko said:

Hello- my husband had a head on collision and that evening enterprise (recommended by my insurers ) were eager to drop off a brand new VW T-Roc. 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.

first thing in the morning I extensively took photographic evidence of every little mark/scratch. The last thing I needed was to be blamed.

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( which was the AA towing from shop to me home, so what 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 and deliver to my home. I didn’t take out any AA extras but I also enter tori’s W made the decision to have the AA tow the car as it they didn’t want the vehicle to stay overnight in a plunking car park, so why am I being charged.
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. 

There is a lot of unnecessary drama in the post, maybe the agent did explain and you were too exhausted to notice, did you advise the agent that you were recording the call? I'm trying to picture how you would manage to put the key in the boot area.
Anyways shouldn't the insurer be dealing with the invoices? 

The OP has posted as they say fit in order to seek help/advice etc it is unnecessary and inappropriate to tell them that their post has a "unnecessary drama." Not everyone is the same.
You state you trying to "picture" how the OP put the key in the boot - millions of people do that every day. Admittedly it is not good practice but people do, we have done it and always aware that other doors, windows are open just in case but we try to avoid but you wanting to "picture" that is an unnecessary statement IMHO.
OP, like I said, call them, etc as my previous posts and if poss, please let us know how you get on
ATB
x

I  agree not everyone is the same, however , the husband was in a head on collision, how is he? I read it as it doesn't matter how he is! There are bigger battles to follow? And the battle it is, just because someone posts something does not automatically put them in the right, Yes I have  VW and have put the key i the boot, how? My key was in a bag which I put in the boot, only when I went to open the door I could see on the display 'key not present' however the boot does not lock with the key inside, that is clearly stated in the manual (not that many would take the time to read a 400 page manual).
I'm sure you maybe aware it is not admissable to record a call without informing the other party.
11pm delivery is rather late and perhaps could have waited until the next morning?

DUTR said:

sweetsand said:

DUTR said:

mnaunko said:

Hello- my husband had a head on collision and that evening enterprise (recommended by my insurers ) were eager to drop off a brand new VW T-Roc. 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.

first thing in the morning I extensively took photographic evidence of every little mark/scratch. The last thing I needed was to be blamed.

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( which was the AA towing from shop to me home, so what 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 and deliver to my home. I didn’t take out any AA extras but I also enter tori’s W made the decision to have the AA tow the car as it they didn’t want the vehicle to stay overnight in a plunking car park, so why am I being charged.
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. 

There is a lot of unnecessary drama in the post, maybe the agent did explain and you were too exhausted to notice, did you advise the agent that you were recording the call? I'm trying to picture how you would manage to put the key in the boot area.
Anyways shouldn't the insurer be dealing with the invoices? 

The OP has posted as they say fit in order to seek help/advice etc it is unnecessary and inappropriate to tell them that their post has a "unnecessary drama." Not everyone is the same.
You state you trying to "picture" how the OP put the key in the boot - millions of people do that every day. Admittedly it is not good practice but people do, we have done it and always aware that other doors, windows are open just in case but we try to avoid but you wanting to "picture" that is an unnecessary statement IMHO.
OP, like I said, call them, etc as my previous posts and if poss, please let us know how you get on
ATB
x

I  agree not everyone is the same, however , the husband was in a head on collision, how is he? I read it as it doesn't matter how he is! There are bigger battles to follow? And the battle it is, just because someone posts something does not automatically put them in the right, Yes I have  VW and have put the key i the boot, how? My key was in a bag which I put in the boot, only when I went to open the door I could see on the display 'key not present' however the boot does not lock with the key inside, that is clearly stated in the manual (not that many would take the time to read a 400 page manual).
I'm sure you maybe aware it is not admissable to record a call without informing the other party.
11pm delivery is rather late and perhaps could have waited until the next morning?

Hi DTUR
Thank you for agreeing with me that not everyone is the same.
In this post you have explained yourself in detail and I can see where you are coming from but IMHO
you are wrong. 
I am still of the strong opinion that not everyone is the same and we all describe things differently.
The OP came here to seek help, not comments like yours.
Years ago we were at a wedding, parked up wating for others to arrive behind this nice, black XJ6. The bloke swaggered out of the car and turned his nose up at our Range Rover, heck knows why, went to get stuff from the boot and left the key in it.  What was funny I found was the XJ's key was the same as a Ford key as I heard the guy asking anyone with a Ford around here. Bottom line, the OP was stressed not her usual car and a mistake millions have made and will continue to make.

Look it at like this - you post a thread here tell us you was running for the number 69 bus, you fell over, broke your nose, wrist, leg, hip and head. You then posted here what had happend and then you tell us you felt a paving slab was raised by 2mm and you tripped over that. How would you like it if someone was to tell you to watch where you was going.

I hope you understand my stance, but your choice.
Thanks
HTH
ATB

x