It has been almost two weeks since I received a text reporting damage to a vehicle I rented from Enterprise and I am concerned.
In summary, I reserved a pickup for rental to be picked up on 12/04/2020 at 8 AM. When I arrived to receive the pickup, the rental location was experiencing a serious rainstorm. I waited until after 8:30 when the Dodge pickup rolled out. I was called to come inspect the vehicle. Although the rain had subsided, we were still experiencing rain. The Enterprise agent asked me if I saw any damage. I quickly looked at the vehicle and asked him if he saw any damage. I am 76 years old and my eyes are not the best. He said, “I don’t see anything.” I did not see him move from the location where he was standing, and I do not believe he looked at the vehicle any more than I did. But it was raining so I understood. I left the rental location in the pickup and felt all was ok (except for the strong smell of tobacco smoke in the cab).
I trusted Enterprise. Before I retired, I used Enterprise frequently and have continued, on occasion since retiring. I have even encouraged my son to rent from Enterprise on his business trips.
I was to return the vehicle on 12/06/2020. The rental location closed at 3PM on 12/06/2020. I arrived shortly after 3PM but there was a gentleman still there. He told me that the location where I parked the pickup was ok and he told me to drop the keys in the drop box on the side of the building. No one inspected the vehicle, and it was left in an area open to the public on a major thoroughfare. I left thinking all was ok.
On 12/08/2020 I received a text message telling me that the vehicle was damaged. I was in disbelief. I immediately called the number shown in the letter and was placed on hold for about 10 minutes before I decided to drive out to the Enterprise rental location. As I was driving there, I spoke to a very polite lady (on my cell phone) who asked me several times if I felt the damage happened prior to me renting it. I kept saying, “If it was damaged it was prior to me renting it.” I should have added, “…or after.” When she determined that I was in fact disputing the claim she forwarded me to another lady who was equally polite. By that time, I had arrived at the Enterprise rental location and I found the vehicle in the back lot. I told her I was standing by the vehicle and could see no damage. She told me that the damage was to the top of the vehicle. I told her I couldn’t see the top. I’m 5’ 10” and I have rheumatoid arthritis so I didn’t climb into the bed to see the top. She then told me that the dispute would be resolved, and Enterprise was good at handling these complaints. She also said damage had previously been reported on this vehicle. I told her I’d keep my fingers crossed.
Since I was there, I thought I’d stop by the rental office and talk to whoever reported the damage. That solved nothing. The gentleman I talked to said, “It’s my word against yours.”
My reason for renting the pickup was to bring an antique toy wagon from my brother’s house. The pickup was never left unattended and it was driven carefully. My son was with me the whole time and can attest to everything I’ve written. No one ever touched the top of the pickup.
It has been over two weeks since I returned the vehicle. The $200 deposit has not been returned to my account. At about 9:00 AM on 12/18/2020 I called the number shown on the email that I received on 12/08/2020 and was referred to a number in Pensacola. This is disconcerting as the damage claim occurred in Pensacola. Regardless I called and left a voice mail message for Mr. Drew Smith asking that status be provided. It has been three days since I left the message with Mr. Smith and I have heard nothing.
Mr. Nestor, I don’t know who else to go to concerning this matter. These are trying times. It is the holiday season. I did not damage your vehicle in any way. Thank you in advance for considering my comments.
Today I received a text message saying Enterprise was persuing their claim against me. No pictures, no documents, no evidence.