Enterprise Car Club charge for late return

kuepper

I made a reservation with Enterprise Car Club where car hire is all app-based. I subsequently used their app to extend the end time from 1800 to 1830. When I ended the use at 1823 I noticed that the app suggested I had returned the vehicle late and a minute later I received a phone call from the Club asking why.I had returned it late. I told the person who phoned that I didn't think I was late as I'd booked it til 1830. I never thought any more about it but when I got invoiced for the booking I was charged £30 for a late return despite the invoice clearly stating the booking was until 1830.

I contacted ECC and they said unless I can produce an email confirming the change from 1800 to 1830 that's it. I never received any confirmation email as I just assumed the change must be built into the app. I asked why isn't their own invoice evidence that the booking was until 1830 and just got some blah blah blah technical reasons why it has to be shown like that.

Is my only option small claims court?

Regards,

Isthisforreal99

Is there a possibilty you didn't complete the process in the app?

Sounds like you have no evidence to support your claim you extended the drop off?

kuepper

https://forums.moneysavingexpert.com/discussion/comment/82065381#Comment_82065381

Anything is possible, as is there may have been a glitch in the app. I've never extended a booking before but I just followed what the app said to do and it seemed simple enough. Everything else with ECC - even locking/ unlocking the car door - is in the app so I didn't expect to .get an email otherwise I would have contacted them. Their invoice clearly says 1830 so I don't understand why that isn't evidence enough

ThumbRemote

https://forums.moneysavingexpert.com/discussion/comment/82065381#Comment_82065381

As per their comments, they literally have the invoice that says 1830

dumpster_fire2025

To me the invoice stating it is until 18:30 would be the winner here.

They may have their "technical reasons" but they invoiced you until 18:30. Your only problem is that if they've already taken the money you may struggle outside of the small claims track and for £30 it really wouldn't be worth it.

Perhaps there is a chargeback reason you could go for and if it was over £100 and on a credit card you could look at S75.

Aylesbury_Duck

Will you need to use them again? Aside from the fact that it isn't worth going to court over £30, if you did take court action or were successful with a chargeback, they may blacklist you. Worth considering if you rely on them.

kuepper

https://forums.moneysavingexpert.com/discussion/comment/82065469#Comment_82065469

They took the money by credit card but overall cost was less than £100

kuepper

I'll never use them again unless they refund the £30

dumpster_fire2025

https://forums.moneysavingexpert.com/discussion/comment/82065504#Comment_82065504

Then you'd be limited to chargeback. @born_again can probably advise if there is a reason code that would cover this. I can only see this, but I'm not sure it's applicable.

11.3No Authorization

Description

No Authorization

Time Limit (Issuer/Cardholder)

75 days

Time Limit (Acquirer/Merchant)

30 days (cut to 20 days in 2019)

Typical Causes

The transaction was processed without any attempt to gain authorization, or authorization was requested after the fact or for a different amount.

kuepper

https://forums.moneysavingexpert.com/discussion/comment/82065595#Comment_82065595

I'd forgotten all about chargeback, there's some info about it on MSE and it refers to a template letter to use but I can't see it

born_again

https://forums.moneysavingexpert.com/discussion/comment/82065595#Comment_82065595

Only issue that T/C& agreement signed by OP will allow for these charges. So they are authorised.

So they can reject on that basis, or if they do not contest go legal to reclaim the funds.