Frustrated with Enterprise and their invoices!!! Pls help

ontheroad1970

sweetsand said:

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

Bit in Bold.  With the greatest of respect, how is this remotely similar to what DUTR is saying?  What he has said, is that the OP should handle this in a less dramatic way.  Those that complain should also, if they want the best resolution, take on any responsibility that might be theirs.  If you trip over a raised paving slab then it is extremely likely that the victim is blameless.  The same liklihood cannot be said for the OPs situation as many vehicles boots auto lock.  Maybe I'm an anorak, but when I hired a car and ended up with a Cayenne Turbo, i checked how everything worked before I drove the car away.  

For example:

"Because of the lateness of the delivery, I was a bit tired and stressed because of the accident.  I wouldn't normally put the keys into a boot and I was surprised when the boot auto-locked and I was unaware that this was one of the features of the vehicle supplied to me.  Had the delivery not been so late, I would have been less likely to have made what turned out to be an error.  Since the lateness of the delivery left me in a position where I did something I wouldn't normally do, I feel there might be some shared responsibility.  Would it be possible to waive all or part of the fee as a goodwill gesture.  

Respectfully yours,

etc etc

They say that honey catches more bees than vinegar.  In the heat of the moment it is easy to forget this.  Trying to make a company take full responsibility for an event that they really do not in any sense have full responsibility for is only going to make them double down.  Being overly dramatic will do similar things.  The OP will need Enterprise to have some flexibility.  He is not going to get that if he is overly dramatic and demanding they take full responsibility when he realistically is partly responsibility.  

You do not rid a situation of sensed injustice by creating more injustice.  

Oh and Sweetsand:  Be aware that Mercedes boots auto lock also if you close the boot after opening  the boot with the doors locked.  I've done it.  After that I always unlocked the whole car than just the boot as I know that if I do something once, there is every likelihood I will do it again.

doningtonphil

And there it is.... The Range Rover this time

williamgriffin

doningtonphil said:

And there it is.... The Range Rover this time

If it was years ago I wonder if it was the Range Rover with allegro door handles. 

ontheroad1970

williamgriffin said:

doningtonphil said:

And there it is.... The Range Rover this time

If it was years ago I wonder if it was the Range Rover with allegro door handles. 

And the internal lights from a Montego