Enterprise Van Rental - Roof Damage - Asking me to pay £11k

ThorOdinson

It's going to be difficult to prove that they didn't have a sign with the height on it in the vehicle they rented out.

You might have some luck with the "red hand rule". Basically if their insurance doesn't cover the roof, and especially if they advertise it as being "comprehensive" or "enhanced" or words like that, then there is an onus on them to make any exceptions to it really clear. Like a big red hand pointing to the clause that says the roof is excluded.

yigg

avxo said:

I would like to fight this as I feel Enterprise are not educating the people renting their vans that they are not fully covered. We should be informed of this I believe so we can make the decision to rent or not. To take the risk or not. We are given a tablet to quickly sign the contract in a few places digitally and I believe 100% of people renting from them are not given this CRITICAL information upfront. It is not right in my view, i have seen many other threads about this topic on this and different forums and I believe Enterprise did their job to give renters this critical information beforehand we would have a chance to decide if we wanted to rent.

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This lack of insurance coverage should be STEP 1 of the rental agreement, made clear and visible and explained by the employee of Enterprise when giving the tablet to the customer to sign. Do you agree?

Completely agree with you OP. I am facing the same issue now with Enterprise. Incident occured in July 2024 and I got the full invoice for roof damage in Sep 2024 amounting to £5k. I challenged their right to charge me so much given they failed to notify me of the roof damage exclusion when I picked up and dropped off the van with the British Vehicle Rental and Leasing Association (BVRLA) but was told that the charges are valid. I am appealing to them again to say that Enterprise are being unethical in not making the roof damage exclusion clear at any stage of the process and also failing to inform me of the van's height and hence the charges should be written off.