Enterprise - Damage
Discussion
Hi All,
During December I had use of a hire car from Enterprise, last week I had a bill for damages for a 'deep scratch to the rear bumper'.
Timeline:
I know that I did not cause this damage, it looks to be in the recess of the bumper (but the main trim is not marked?)
Any ideas on how (or even if I can) push back on this?
I'd happily hold my hands up if i'd caused the damage but I know I didn't (i literally drove to the office, parked up then drove home). I then left it at Volvo as instructed. Apparently even though I didn't have the keys after 3pm on the Friday i'm still responsible for it until Enterprise have picked it up.
During December I had use of a hire car from Enterprise, last week I had a bill for damages for a 'deep scratch to the rear bumper'.
Timeline:
- Car picked up on Thursday 17th Dec
- Car returned to Volvo on Friday 18th Dec
- Car picked up by Enterprise from Volvo on Sat 19th Dec
- 6th Jan - Received a bill for damage to rear bumper for a 'deep scratch reaching across bumper'
- 7th Jan - Emailed asking for pictures and contesting damage
- 11th Jan - Called and again asked for pictures which I have now received:
I know that I did not cause this damage, it looks to be in the recess of the bumper (but the main trim is not marked?)
Any ideas on how (or even if I can) push back on this?
I'd happily hold my hands up if i'd caused the damage but I know I didn't (i literally drove to the office, parked up then drove home). I then left it at Volvo as instructed. Apparently even though I didn't have the keys after 3pm on the Friday i'm still responsible for it until Enterprise have picked it up.
robdcfc said:
Looks like paint transfer on the black section, Id argue a decent cut and polish will remove that.
What i can't work out is why it's only in the seam of the bumper? I might be wrong (hard to tell from the pictures) but it looks like the paint has been removed by a jet wash or similar? I'm also thinking that it must have been there when i picked up the car and I just didn't notice it (which i'm guessing leaves me liable?)
Smiljan said:
Looks a little like someone has key across it, very strange.
Did they give you damage sheet when they dropped it off? Also when you dropped it off at Volvo who signed for the keys?
Went over the car when I picked it up but it not in any great detail - they were good about showing me damage (eg. broken front plate), told me to ignore a small dent in the side of it etc, then moved on to tell me that i had to use a steering lock etc. I don't even remember looking at the boot (now that appears to be a mistake) Did they give you damage sheet when they dropped it off? Also when you dropped it off at Volvo who signed for the keys?
No damage check done with Volvo when I dropped the car off, no one signed for the keys, just left with the team at the service desk. Apparently according to the rental i'm still liable for the vehicle until it is picked up by Enterprise
Is the photo taken where you left the car?
Normally Enterprise collection drivers take damage photos before setting off (to protect themselves as much as anything else).
If you left the car there on the street, it probably is your risk unfortunately if someone has run into the back of it when parked.
However it looks to me like someone's backed it into one of those metal loops that dealerships seem to like to have in their car parks, so if that wasn't where you parked it it's pretty likely someone at the dealer moved it and damaged it.
Normally Enterprise collection drivers take damage photos before setting off (to protect themselves as much as anything else).
If you left the car there on the street, it probably is your risk unfortunately if someone has run into the back of it when parked.
However it looks to me like someone's backed it into one of those metal loops that dealerships seem to like to have in their car parks, so if that wasn't where you parked it it's pretty likely someone at the dealer moved it and damaged it.
vikingaero said:
If a hire car company called me same day/next day or even the day after to claim damage I would be more receptive. The fact that it took 2 weeks smells a lot.
This is the bit that smells fishy to me. I would be asking how many times that RRS has been loaned out between the date you finished using it, and the date they contacted you about damage.If that bears no fruit, ask them how many miles the car has travelled between your use of it, and now.
The whole two week delay thing smacks of desperation on the part of Enterprise. It strikes me they have no idea who did the damage, or when it happened, and they've been sifting through their paperwork to find someone to blame for it.
I guess when hired next person hired the RR, someone ticked the damage box and as youre the last person to hire it, then it must be you. Enterprise may just send a bill on that basis and see if you will pay it.
If you do get follow-up letters and it's likely to go to court then ask for full disclosure of the check in/check out documents and see if the damage was reported when the car was checked in by you or ever reported in the past. Failure to provide the documentation would be a good reason not to pay the bill. You need some evidence as currently you suck with your work against their word.
If you do get follow-up letters and it's likely to go to court then ask for full disclosure of the check in/check out documents and see if the damage was reported when the car was checked in by you or ever reported in the past. Failure to provide the documentation would be a good reason not to pay the bill. You need some evidence as currently you suck with your work against their word.
pmanson said:
No damage check done with Volvo when I dropped the car off, no one signed for the keys, just left with the team at the service desk. Apparently according to the rental i'm still liable for the vehicle until it is picked up by Enterprise
You will have dropped the car off at Volvo and handed keys to reception and left the car in their care. Normally they move the cars to a more convenient or "secure" area of the compound. However they will always deny if anything goes wrong with manoeuvring a car unfamiliar with them. You are still responsible for the car until collected by enterprise though!The only way out is if enterprise took a long time to collect the car. Contractually [i'm sure] they have to be collected within 8 or so hours of "off hiring"
Anyway, where and at what time are the photos taken? Looks like it's been moved from situ. Photos should be date stamped and a photo of the mileage provided
The reality is that you are still responsible for the car once parked until the rental firm collects it. This doesn't change if you go to another company. They're all the same. Even if it's damaged by another car. Even so, It is still possible that it has been damaged not by yourself, but by someone hitting it while under your ownership, which you are still responsible for.
Next time for hire cars:
4 photos of each side + 4 photos of alloy wheels on picking up + individual pictures of each bit of damage.
4 photos of each side + 4 photos of alloy wheels on dropping off
Phone automatically stores the date, time and location!
I do the same for personal car when giving it to the dealership, so that I have a record of the condition of it before going in
Edited by MethylatedSpirit on Monday 11th January 11:58
pmanson said:
robdcfc said:
Looks like paint transfer on the black section, Id argue a decent cut and polish will remove that.
What i can't work out is why it's only in the seam of the bumper? I might be wrong (hard to tell from the pictures) but it looks like the paint has been removed by a jet wash or similar? I'm also thinking that it must have been there when i picked up the car and I just didn't notice it (which i'm guessing leaves me liable?)
There also appears to be something going on with the paint in the recessed part between the exhausts.
Best to get them to clarify exactly which damage are talking about.
Edited by paintman on Monday 11th January 12:05
SkodaIan said:
Is the photo taken where you left the car?
Normally Enterprise collection drivers take damage photos before setting off (to protect themselves as much as anything else).
If you left the car there on the street, it probably is your risk unfortunately if someone has run into the back of it when parked.
However it looks to me like someone's backed it into one of those metal loops that dealerships seem to like to have in their car parks, so if that wasn't where you parked it it's pretty likely someone at the dealer moved it and damaged it.
No, it was parked in the Volvo car park. These pictures look to be taken on the road just outside of the Volvo car parkNormally Enterprise collection drivers take damage photos before setting off (to protect themselves as much as anything else).
If you left the car there on the street, it probably is your risk unfortunately if someone has run into the back of it when parked.
However it looks to me like someone's backed it into one of those metal loops that dealerships seem to like to have in their car parks, so if that wasn't where you parked it it's pretty likely someone at the dealer moved it and damaged it.
MethylatedSpirit said:
pmanson said:
No damage check done with Volvo when I dropped the car off, no one signed for the keys, just left with the team at the service desk. Apparently according to the rental i'm still liable for the vehicle until it is picked up by Enterprise
You will have dropped the car off at Volvo and handed keys to reception and left the car in their care. Normally they move the cars to a more convenient or "secure" area of the compound. However they will always deny if anything goes wrong with manoeuvring a car unfamiliar with them. You are still responsible for the car until collected by enterprise though!The only way out is if enterprise took a long time to collect the car. Contractually [i'm sure] they have to be collected within 8 or so hours of "off hiring"
Anyway, where and at what time are the photos taken? Looks like it's been moved from situ. Photos should be date stamped and a photo of the mileage provided
The reality is that you are still responsible for the car once parked until the rental firm collects it. This doesn't change if you go to another company. They're all the same. Even if it's damaged by another car. Even so, It is still possible that it has been damaged not by yourself, but by someone hitting it while under your ownership, which you are still responsible for.
Next time for hire cars:
4 photos of each side + 4 photos of alloy wheels on picking up + individual pictures of each bit of damage.
4 photos of each side + 4 photos of alloy wheels on dropping off
Phone automatically stores the date, time and location!
I do the same for personal car when giving it to the dealership, so that I have a record of the condition of it before going in
Edited by MethylatedSpirit on Monday 11th January 11:58
Fri 18th - 3pm
Off-hired by garage
Fri 18th - 4:30pm
Collected by Enterprise
Sat 19th - 1:30pm
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