Enterprise charging an unresonable £3,000 for repairs

oatcakes

A few months ago I rented a van from enterprise for 2 days.
Unfortunately, on the day I was meant to return the van back to the branch, I accidentaly hit a parked car when doing a right turn.

This has caused some deep scratches and a plastic cover to come off in the rear driver side of the van.




Later that day, I returned the van back to the branch, explained what happened and paid a £2,000 excess until the repairs were completed by a local garage that Enterprise deals with, and was promised that their Damage Recovery Unit would be in touch to discuss what refund amount was due from the £2,000 excess that I had paid.

Few weeks went by and I heard nothing from them, so I decided to call.

After speaking with one of their customer service agents, I had to insist for them to send me a settlement report and the invoice for the work that was carried, and to my surprise the repairs came to a ridiculous amount of £3,000.

I sarcastically asked them if they had replaced the engine on the van instead of fixing the bodywork.

The invoice from the garage in itself was ridiculous as it doesn't even specify exactly what parts were ordered to complete the repair. Literally seems like made up numbers.
See below:


I have made a formal complaint to their Damage Recovery Unit and they claim the case is under investigation.

Is there anything I can do or take any legal action to recoup part of the £2,000 excess that I paid?

DullGreyGuy

3 of the images aren't loading for me so not sure what they are supposed to be showing. 

You really need to ask how many hours labour it has been build for. 

I'm no mechanic but for an insurance claim (ie full blending in to surrounding panels etc) and not just a bodge it mobile repair type job I wouldn't be expecting much if any change from £2k based on the photo

born_again

Looks about right price for the work involved.

You can price up the parts yourself. 3 plastic parts down side of van at least, as all damaged.
Take the photo to a accident repair place & see what they say.
Not quite a "It will buff out job" Damage in front of front wheel, behind front wheel & massive amount on panel behind, which will all need filling & painting. So getting on for a weeks work in total.

If you did not take out the damage waiver excess. Then you are liable for the cost of the damage. So not sure why you are thinking that you can get your £2K back?

Aylesbury_Duck

oatcakes said:

A few months ago I rented a van from enterprise for 2 days.
Unfortunately, on the day I was meant to return the van back to the branch, I accidentaly hit a parked car when doing a right turn.

This has caused some deep scratches and a plastic cover to come off in the rear driver side of the van.


Later that day, I returned the van back to the branch, explained what happened and paid a £2,000 excess until the repairs were completed by a local garage that Enterprise deals with, and was promised that their Damage Recovery Unit would be in touch to discuss what refund amount was due from the £2,000 excess that I had paid.

Few weeks went by and I heard nothing from them, so I decided to call.

After speaking with one of their customer service agents, I had to insist for them to send me a settlement report and the invoice for the work that was carried, and to my surprise the repairs came to a ridiculous amount of £3,000.

I sarcastically asked them if they had replaced the engine on the van instead of fixing the bodywork.

The invoice from the garage in itself was ridiculous as it doesn't even specify exactly what parts were ordered to complete the repair. Literally seems like made up numbers.


I have made a formal complaint to their Damage Recovery Unit and they claim the case is under investigation.

Is there anything I can do or take any legal action to recoup part of the £2,000 excess that I paid?

Well, your first step would be to be to ask for a breakdown so you can see what has been billed for.  There's no point taking legal action until you know the details.  What amount would you claim?  Have you taken the van to a repair centre to get a different quote?

I suspect you'll find they'll be able to provide a breakdown to justify the figure.  I doubt they've made them up.   How have you arrived at a figure of less than £2000, by the way?  Made it up, perhaps?  That might be their reasonable reply.

RefluentBeans

Aylesbury_Duck said:

oatcakes said:

A few months ago I rented a van from enterprise for 2 days.
Unfortunately, on the day I was meant to return the van back to the branch, I accidentaly hit a parked car when doing a right turn.

This has caused some deep scratches and a plastic cover to come off in the rear driver side of the van.


Later that day, I returned the van back to the branch, explained what happened and paid a £2,000 excess until the repairs were completed by a local garage that Enterprise deals with, and was promised that their Damage Recovery Unit would be in touch to discuss what refund amount was due from the £2,000 excess that I had paid.

Few weeks went by and I heard nothing from them, so I decided to call.

After speaking with one of their customer service agents, I had to insist for them to send me a settlement report and the invoice for the work that was carried, and to my surprise the repairs came to a ridiculous amount of £3,000.

I sarcastically asked them if they had replaced the engine on the van instead of fixing the bodywork.

The invoice from the garage in itself was ridiculous as it doesn't even specify exactly what parts were ordered to complete the repair. Literally seems like made up numbers.


I have made a formal complaint to their Damage Recovery Unit and they claim the case is under investigation.

Is there anything I can do or take any legal action to recoup part of the £2,000 excess that I paid?

Well, your first step would be to be to ask for a breakdown so you can see what has been billed for.  There's no point taking legal action until you know the details.  What amount would you claim?  Have you taken the van to a repair centre to get a different quote?

I suspect you'll find they'll be able to provide a breakdown to justify the figure.  I doubt they've made them up.   How have you arrived at a figure of less than £2000, by the way?  Made it up, perhaps?  That might be their reasonable reply.

Agree with this. If you feel the cost is too high then you have every right to query it. They may be able to provide a breakdown of the costs. If you feel the cost is too high for the parts you should appeal it and attempt to claim the difference back. 

But I think it’ll be hard - if the garage said to you for your own car it’d cost £3000 to repair or they can buff out the dents and just leave the plastic bits off and the car will just look a bit rubbish but it’ll save you £2500 you may do it. Enterprise haven’t got that option - whilst you may be willing to accept a car from enterprise with bits missing, other people wouldn’t. So they need their cars looking good. 

Ultimately it’s down to what your contract says. I think if this went to court, it’d be a contract issue over a rights issue; and I would imagine that the contract is written very much in their favour.