Car Rental Rip-off
Discussion
Hi,
For a number of years now, I’ve had a policy for Car Rental Excess insurance with a UK firm. I’ve rented cars for years without any issues. For example: Aug 2024 in Spain, we had a flat tyre, a few miles from the rental agent. The recovery truck insisted in towing us to his yard, despite our pleading (wife speaks good Spanish). We were lumbered with a bill to replace the tyre, but around £350 in costs for storage (as predicted). Total = £620. I sent evidence to the excess insurance provider and they paid up inside 2 weeks.
In Aug 2025 we rented a Seat Arosa from Enterprise. We noticed it had a slow puncture and returned it to the rental office after 6 days. Rep for car firm went over the Arosa while we waited in the office (she flagged the fuel level) and offered us an Audi A1 as replacement. She showed us a deep chip in A1’s windscreen and said ‘don’t worry about that’. We had the A1 for under 24 hrs and returned it with under 100Km driven.
48 hours later, we got an email, stating that we’d damaged the A1’s screen and that we’d be charged 1,250 Euros… We called the office and said that it’d been explained to us by the woman. We were then informed that the 1,250 was being levied for a *different* chip to the screen… We were livid and wrote a letter of complaint to the head office (no reply received as yet).
Fast forward 10 days on, whereupon we receive another email, claiming body damage to the Arosa… The car was inspected when we dropped it off and they logged the fuel reading.
I do not think any court of law would uphold the above claims against us. They haven’t charged my card as of 1st of September. I have 2 options:
1) Wait for the charges and claim them back with the excess insurance provider. Chill out. They honoured the tyre rip-off in 2024.
2) What if I cancelled my credit card? Would the rental firm claim that they took its details beforehand, therefore they can take it? Any if Barclaycard denied them, would they take me to a Spanish court?
Is there anything else that I can do? Should I call Barclaycard and make them aware?
Obviously, I’ve paid insurance my whole life to cover my back, but this is an absolute scam. When I Googled the Enterprise complaints email, the top hit was ‘beware the windscreen chip scam’.
I suspect that most replies to this will be to chill out and let the excess insurance firm do their job…which is likely right…but if you do have any advice, please let me know. Even though I have little sympathy for insurers, this is outright theft and it'll increase all of our premiums if we accept it.
Thanks in advance.
edit - the 'bpdy damage' email, 10 days after dropping car, has been our last correspondence with Enterprise. It says that the Arosa is being assessed for damage...so no idea of cost at this point.
For a number of years now, I’ve had a policy for Car Rental Excess insurance with a UK firm. I’ve rented cars for years without any issues. For example: Aug 2024 in Spain, we had a flat tyre, a few miles from the rental agent. The recovery truck insisted in towing us to his yard, despite our pleading (wife speaks good Spanish). We were lumbered with a bill to replace the tyre, but around £350 in costs for storage (as predicted). Total = £620. I sent evidence to the excess insurance provider and they paid up inside 2 weeks.
In Aug 2025 we rented a Seat Arosa from Enterprise. We noticed it had a slow puncture and returned it to the rental office after 6 days. Rep for car firm went over the Arosa while we waited in the office (she flagged the fuel level) and offered us an Audi A1 as replacement. She showed us a deep chip in A1’s windscreen and said ‘don’t worry about that’. We had the A1 for under 24 hrs and returned it with under 100Km driven.
48 hours later, we got an email, stating that we’d damaged the A1’s screen and that we’d be charged 1,250 Euros… We called the office and said that it’d been explained to us by the woman. We were then informed that the 1,250 was being levied for a *different* chip to the screen… We were livid and wrote a letter of complaint to the head office (no reply received as yet).
Fast forward 10 days on, whereupon we receive another email, claiming body damage to the Arosa… The car was inspected when we dropped it off and they logged the fuel reading.
I do not think any court of law would uphold the above claims against us. They haven’t charged my card as of 1st of September. I have 2 options:
1) Wait for the charges and claim them back with the excess insurance provider. Chill out. They honoured the tyre rip-off in 2024.
2) What if I cancelled my credit card? Would the rental firm claim that they took its details beforehand, therefore they can take it? Any if Barclaycard denied them, would they take me to a Spanish court?
Is there anything else that I can do? Should I call Barclaycard and make them aware?
Obviously, I’ve paid insurance my whole life to cover my back, but this is an absolute scam. When I Googled the Enterprise complaints email, the top hit was ‘beware the windscreen chip scam’.
I suspect that most replies to this will be to chill out and let the excess insurance firm do their job…which is likely right…but if you do have any advice, please let me know. Even though I have little sympathy for insurers, this is outright theft and it'll increase all of our premiums if we accept it.
Thanks in advance.
edit - the 'bpdy damage' email, 10 days after dropping car, has been our last correspondence with Enterprise. It says that the Arosa is being assessed for damage...so no idea of cost at this point.
Edited by flat16 on Tuesday 2nd September 13:51
Read these op:-
https://uk.trustpilot.com/review/www.enterprise.co...
https://www.pistonheads.com/gassing/topic.asp?h=0&...
https://uk.trustpilot.com/review/www.enterprise.co...
https://www.pistonheads.com/gassing/topic.asp?h=0&...
Edited by bad company on Tuesday 2nd September 14:16
Thanks. I did see that thread, but seeing as the issue pertains to a UK branch of Enterprise, I am not sure how applicable it will be to Spanish law. Were this to happen in the UK, I'd let them take me to court (it'd be fun). As things have happened in Spain, making a legal defence will likely be a lot trickier.
Can I call Barclaycard and tell them not to honour any charges? I suspect that they'll say that the contract is between me and rental firm, so they will honour it and make us fight it out.
If I cancel my Barclaycard, will they still be able to take payment? (I suspect yes, as they will be pre-authorised it earlier).
As of today, my card hasn't been charged. It's tantalising to prevent them making the charge, but how would I do it, physically and legally? And maybe it could make me appear to be the crook here?
Can I call Barclaycard and tell them not to honour any charges? I suspect that they'll say that the contract is between me and rental firm, so they will honour it and make us fight it out.
If I cancel my Barclaycard, will they still be able to take payment? (I suspect yes, as they will be pre-authorised it earlier).
As of today, my card hasn't been charged. It's tantalising to prevent them making the charge, but how would I do it, physically and legally? And maybe it could make me appear to be the crook here?
Thanks.
I called Barclaycard and they said that they have 'recorded the call', but couldn't give me a reference number, only the first name of the person who spoke with me. He said that I have to call the "dispute management team", but only when the charges appear on my account. Should the DMT find in my favour, I will be refunded whatever Enterprise take. He inferred it'd be a case for the fraud team...
I have detailed videos of the Audi before and after use, but they don't show the windscreen, as the chip was really deep and the woman told me 'not to worry about it' (thus making me think I'd never be billed for new glass, and videoing every other imperfection other than screen).
I do not have a video of the Seat when it was returned, as it was surveyed by a member of staff while we waited in the office. I can't see how they can send me an email, warning of impending repair estimate, 10 days after dropping car. No judge would award them that, right?
Should I just chill out and leave it to the Hire Excess insurance firm? (after making a claim last year, when we got royally ripped off over a burst tyre, I am loathe to make another claim). What will be more of a ball-ache, letting Barclaycard handle it, or the insurance firm? As I wrote before, I am no fan of insurance firms, but this seems outrageous.
I called Barclaycard and they said that they have 'recorded the call', but couldn't give me a reference number, only the first name of the person who spoke with me. He said that I have to call the "dispute management team", but only when the charges appear on my account. Should the DMT find in my favour, I will be refunded whatever Enterprise take. He inferred it'd be a case for the fraud team...
I have detailed videos of the Audi before and after use, but they don't show the windscreen, as the chip was really deep and the woman told me 'not to worry about it' (thus making me think I'd never be billed for new glass, and videoing every other imperfection other than screen).
I do not have a video of the Seat when it was returned, as it was surveyed by a member of staff while we waited in the office. I can't see how they can send me an email, warning of impending repair estimate, 10 days after dropping car. No judge would award them that, right?
Should I just chill out and leave it to the Hire Excess insurance firm? (after making a claim last year, when we got royally ripped off over a burst tyre, I am loathe to make another claim). What will be more of a ball-ache, letting Barclaycard handle it, or the insurance firm? As I wrote before, I am no fan of insurance firms, but this seems outrageous.
I had a different situation with Enterprise earlier this year. When I returned the car I pointed out some faults that should have been rectified before the rental. The manager agreed to reduce the rental cost by removing the insurance fee. A couple of weeks later I got a letter from head office asking for payment for the insurance fee. There were 2 more threatening letters though in the end they backed down.
The relevance for the op is that they clearly didn’t have or couldn’t use the credit card I’d used for the rental. It may or may not help the op, my rental was in England.
This may also help op:-
https://forums.moneysavingexpert.com/discussion/56...
The relevance for the op is that they clearly didn’t have or couldn’t use the credit card I’d used for the rental. It may or may not help the op, my rental was in England.
This may also help op:-
https://forums.moneysavingexpert.com/discussion/56...
Edited by bad company on Tuesday 2nd September 20:12
Edited by bad company on Tuesday 2nd September 20:14
Thanks.
If the situation had arisen without the £620 claim last year for a tyre blow out, I probably would be more chilled about making another claim 12 months on.
Would there be any benefit in making the excess insurer aware of the situation now? If they haven't charged my card yet, then if Enterprise backs down (I am an optimist), then the only benefit will be an increased premium next year.
Should I just chill out and leave it to the excess insurer, or should I file a claim with the credit card, leaving it to their 'dispute management team'?
As I have data to back up my claim, i.e. the recorded phone conversation and vaguely-worded PDF that was sent 10 days after car returned, maybe I should use Barclaycard as my first line of defence - and if that fails, then I get reimbursed (hopefully) by the excess insurance provider? (the downside of that would be that it could take weeks for Barclaycard to haggle it out, whereupon insurer will need informing as soon as the charge is taken).
If the situation had arisen without the £620 claim last year for a tyre blow out, I probably would be more chilled about making another claim 12 months on.
Would there be any benefit in making the excess insurer aware of the situation now? If they haven't charged my card yet, then if Enterprise backs down (I am an optimist), then the only benefit will be an increased premium next year.
Should I just chill out and leave it to the excess insurer, or should I file a claim with the credit card, leaving it to their 'dispute management team'?
As I have data to back up my claim, i.e. the recorded phone conversation and vaguely-worded PDF that was sent 10 days after car returned, maybe I should use Barclaycard as my first line of defence - and if that fails, then I get reimbursed (hopefully) by the excess insurance provider? (the downside of that would be that it could take weeks for Barclaycard to haggle it out, whereupon insurer will need informing as soon as the charge is taken).
Rental Car companies are all absolute shysters.
I had a charge from one (after the hireage) for extras which had clearly being included in the contract.
Lloyds were very good - I had to give the rental company 15 days to reply to my correspondence, then raise a dispute with the bank - the company THEN has 10 days to reply to the Bank -
On the documentation the bank stated at best, misleading and potentially fraudulent - and just reversed the charges.
The rental company took two months to reply to me with a nonsensical answer. I just let it go - I had my money back.
My feeling is the rental companies rely on a certain percentage not raising a dispute.
I guess I am going to have to check my bank account for the next year on a daily basis to make sure they don't try to slip the charge through aagin.
I had a charge from one (after the hireage) for extras which had clearly being included in the contract.
Lloyds were very good - I had to give the rental company 15 days to reply to my correspondence, then raise a dispute with the bank - the company THEN has 10 days to reply to the Bank -
On the documentation the bank stated at best, misleading and potentially fraudulent - and just reversed the charges.
The rental company took two months to reply to me with a nonsensical answer. I just let it go - I had my money back.
My feeling is the rental companies rely on a certain percentage not raising a dispute.
I guess I am going to have to check my bank account for the next year on a daily basis to make sure they don't try to slip the charge through aagin.
flat16 said:
Hi,
For a number of years now, I’ve had a policy for Car Rental Excess insurance with a UK firm. I’ve rented cars for years without any issues. For example: Aug 2024 in Spain, we had a flat tyre, a few miles from the rental agent. The recovery truck insisted in towing us to his yard, despite our pleading (wife speaks good Spanish). We were lumbered with a bill to replace the tyre, but around £350 in costs for storage (as predicted). Total = £620. I sent evidence to the excess insurance provider and they paid up inside 2 weeks.
In Aug 2025 we rented a Seat Arosa from Enterprise. We noticed it had a slow puncture and returned it to the rental office after 6 days. Rep for car firm went over the Arosa while we waited in the office (she flagged the fuel level) and offered us an Audi A1 as replacement. She showed us a deep chip in A1’s windscreen and said ‘don’t worry about that’. We had the A1 for under 24 hrs and returned it with under 100Km driven.
48 hours later, we got an email, stating that we’d damaged the A1’s screen and that we’d be charged 1,250 Euros… We called the office and said that it’d been explained to us by the woman. We were then informed that the 1,250 was being levied for a *different* chip to the screen… We were livid and wrote a letter of complaint to the head office (no reply received as yet).
Fast forward 10 days on, whereupon we receive another email, claiming body damage to the Arosa… The car was inspected when we dropped it off and they logged the fuel reading.
I do not think any court of law would uphold the above claims against us. They haven’t charged my card as of 1st of September. I have 2 options:
1) Wait for the charges and claim them back with the excess insurance provider. Chill out. They honoured the tyre rip-off in 2024.
2) What if I cancelled my credit card? Would the rental firm claim that they took its details beforehand, therefore they can take it? Any if Barclaycard denied them, would they take me to a Spanish court?
Is there anything else that I can do? Should I call Barclaycard and make them aware?
Obviously, I’ve paid insurance my whole life to cover my back, but this is an absolute scam. When I Googled the Enterprise complaints email, the top hit was ‘beware the windscreen chip scam’.
I suspect that most replies to this will be to chill out and let the excess insurance firm do their job…which is likely right…but if you do have any advice, please let me know. Even though I have little sympathy for insurers, this is outright theft and it'll increase all of our premiums if we accept it.
Thanks in advance.
edit - the 'bpdy damage' email, 10 days after dropping car, has been our last correspondence with Enterprise. It says that the Arosa is being assessed for damage...so no idea of cost at this point.
Do not let anyone inspect the car without being present, go out of the office and oversee. For a number of years now, I’ve had a policy for Car Rental Excess insurance with a UK firm. I’ve rented cars for years without any issues. For example: Aug 2024 in Spain, we had a flat tyre, a few miles from the rental agent. The recovery truck insisted in towing us to his yard, despite our pleading (wife speaks good Spanish). We were lumbered with a bill to replace the tyre, but around £350 in costs for storage (as predicted). Total = £620. I sent evidence to the excess insurance provider and they paid up inside 2 weeks.
In Aug 2025 we rented a Seat Arosa from Enterprise. We noticed it had a slow puncture and returned it to the rental office after 6 days. Rep for car firm went over the Arosa while we waited in the office (she flagged the fuel level) and offered us an Audi A1 as replacement. She showed us a deep chip in A1’s windscreen and said ‘don’t worry about that’. We had the A1 for under 24 hrs and returned it with under 100Km driven.
48 hours later, we got an email, stating that we’d damaged the A1’s screen and that we’d be charged 1,250 Euros… We called the office and said that it’d been explained to us by the woman. We were then informed that the 1,250 was being levied for a *different* chip to the screen… We were livid and wrote a letter of complaint to the head office (no reply received as yet).
Fast forward 10 days on, whereupon we receive another email, claiming body damage to the Arosa… The car was inspected when we dropped it off and they logged the fuel reading.
I do not think any court of law would uphold the above claims against us. They haven’t charged my card as of 1st of September. I have 2 options:
1) Wait for the charges and claim them back with the excess insurance provider. Chill out. They honoured the tyre rip-off in 2024.
2) What if I cancelled my credit card? Would the rental firm claim that they took its details beforehand, therefore they can take it? Any if Barclaycard denied them, would they take me to a Spanish court?
Is there anything else that I can do? Should I call Barclaycard and make them aware?
Obviously, I’ve paid insurance my whole life to cover my back, but this is an absolute scam. When I Googled the Enterprise complaints email, the top hit was ‘beware the windscreen chip scam’.
I suspect that most replies to this will be to chill out and let the excess insurance firm do their job…which is likely right…but if you do have any advice, please let me know. Even though I have little sympathy for insurers, this is outright theft and it'll increase all of our premiums if we accept it.
Thanks in advance.
edit - the 'bpdy damage' email, 10 days after dropping car, has been our last correspondence with Enterprise. It says that the Arosa is being assessed for damage...so no idea of cost at this point.
Edited by flat16 on Tuesday 2nd September 13:51
Do not accept verbal assurance damage is already there and ok, get it marked on the paperwork, photograph it, photograph and walk round video the complete car in the presence of the agent before leaving with the car. If you are not happy, do not take that car.
It is our own neglect, laziness, and expectations of receiving good customer service that allows these companies to try and rip us off.
There is nothing in it for an employed agent unless they are being trained and paid a bonus by the company, which I suspect these days they are.
Customer service is a thing of the past, remember that, do your own checks and make sure everything damaged is pictured and on documents, its 20 or 30 minutes of your life, and saves you hours in the long run. It is survival of the fittest out there these days lol.
The wife and I hire 5 to 10 a year, never had a claim on the Excess insurance, it seems if you are no nonsense when collecting, it is no nonsense when returning.
Thats not true though. Ive hired through Enterprise and before accepting the car(s) I've had to get the handover person to add to his/her form for scratches etc etc. that they've been dismissive over. Things that were borderline over their T&Cs. Ive been polite but its usually NOT the same person on hardback and especially at a different drop off point.
Maybe you are seen as a repeat business?
Maybe you are seen as a repeat business?
Hugo Stiglitz said:
Thats not true though. Ive hired through Enterprise and before accepting the car(s) I've had to get the handover person to add to his/her form for scratches etc etc. that they've been dismissive over. Things that were borderline over their T&Cs. Ive been polite but its usually NOT the same person on hardback and especially at a different drop off point.
Maybe you are seen as a repeat business?
Not seen as repeat business at all, I use Holiday Rentals, not direct with anyone, the cheapest quote for the car I need gets the business, though Enterprise has never been one of them, thankfully it seems lol. Maybe you are seen as a repeat business?
It could range from a tiny runaround, an SUV her parents can get in and out of easily, or an executive for a friends or family event, been a wedding car a couple of times.
There is something to point out on any car, I make sure, I or the wife if she is alone, gets someone out to see it, it gets marked properly on paperwork, we get a copy and we are seen to take pictures and walk round video while the agent is there. It does make a difference, a little time consuming, but making claims and trying to get charges made back is far worse.
These days the only people that will look after your interests and your finances is you, customer service amounts to how much they can take off you moneywise.
Had the same with Enterprise at Stansted.
Absolute shysters.
Did a chargeback on the credit card. Not a Barclaycard but co. run by Barclays.
Enterprise did respond but I said there would be no problem with me paying if they could provide date stamped photos from just before I hired the car.
Over 2 years ago. Still waiting.
Colleague had a car from Enterprise as a replacement for company carfor a couple of days.
Same crap....claimed he'd damaged it and that they couldn't be wrong as multiple people check the car before it goes out!!!
He was about to cough up when I reminder him that he'd whatsapped me a
" look at this pile of s
te I've got as a hire car"
and I still had it.
Damage visible on collection.
He's much more easy going than me.
I'd have tortured them for the names of the multiple people and threatened legal action re. fraud just for badness.
Absolute shysters.
Did a chargeback on the credit card. Not a Barclaycard but co. run by Barclays.
Enterprise did respond but I said there would be no problem with me paying if they could provide date stamped photos from just before I hired the car.
Over 2 years ago. Still waiting.
Colleague had a car from Enterprise as a replacement for company carfor a couple of days.
Same crap....claimed he'd damaged it and that they couldn't be wrong as multiple people check the car before it goes out!!!
He was about to cough up when I reminder him that he'd whatsapped me a
" look at this pile of s
te I've got as a hire car"and I still had it.
Damage visible on collection.
He's much more easy going than me.
I'd have tortured them for the names of the multiple people and threatened legal action re. fraud just for badness.
Slightly on topic, but i went to Greece this year and hired a car.
Aware of multiple car hire scams like this, i did some goofing about companies to use/ avoid.
Local companies were recommended and ones based at the airport best to be avoided.
I went with Pefanis, who were a pleasure to use and as yet not a sign of any damage claims.
So, if the op ever invents a time machine, I would recommend in the past using a local company with good Google reviews.
I know it does help much, but there are good ones.
Aware of multiple car hire scams like this, i did some goofing about companies to use/ avoid.
Local companies were recommended and ones based at the airport best to be avoided.
I went with Pefanis, who were a pleasure to use and as yet not a sign of any damage claims.
So, if the op ever invents a time machine, I would recommend in the past using a local company with good Google reviews.
I know it does help much, but there are good ones.
Last 2 rentals, I pointed out damage not listed, the reps didn’t give a hoot, and I suppose as it wasn’t an issue on return, I shouldn’t complain, shame they then added multiple insurance charges that I specifically turned down ( cc already provided that cover), I love car rental companies.
Thanks. I did look at the reviews of the Enterprise branch that we used and they were 3.8 out of nearly 400. I went on the basis that each office has different staff and a different dynamic. I tend to think that each office has a degree of autonomy and it comes down to who serves you. 3.8 out of 5 wouldn't bode well for a restaurant, but for a car rental firm it's pretty good. From doing more research now, I am thinking that the firm is rotten as a general rule, regardless of branch.
The windscreen payment has yet to come out of Barclaycard, I haven't received an estimate for the threatened repairs on the Seat, nor have I heard back from the "Damage Recovery Unit" that I emailed the complaint to.
At this point, I am thinking that I will inform the excess insurer as soon as it comes out, but tell them that I have spoken with Barclaycard, who seem happy to file a dispute.
The windscreen payment has yet to come out of Barclaycard, I haven't received an estimate for the threatened repairs on the Seat, nor have I heard back from the "Damage Recovery Unit" that I emailed the complaint to.
At this point, I am thinking that I will inform the excess insurer as soon as it comes out, but tell them that I have spoken with Barclaycard, who seem happy to file a dispute.
^I see your point. If you really need a car overseas, note that some countries have firms that will rent you a car for an all-in-one fee, where there is no excess (I wish we'd used one of these firms this time). I've used two firms: in Crete (Anna Cars - used them several times. Got a Toyota Auris on 2 occasions and a Lancia on other) - and Spain (forget the name, but I got a shed, which did the job, but stank of cigarettes).
Curiously, after making a claim last yr for the burst tyre (£620), my premium went down from £48 PA to £42 PA. The excess insurance firm seems almost too good to be true... They must have thousands of claims from Enterprise.
edited to say that Anna Cars are really cool. We only used Enterprise as we needed to drop car in a different part of country (the drop off office had 3.8/5 out of 400)
Curiously, after making a claim last yr for the burst tyre (£620), my premium went down from £48 PA to £42 PA. The excess insurance firm seems almost too good to be true... They must have thousands of claims from Enterprise.
edited to say that Anna Cars are really cool. We only used Enterprise as we needed to drop car in a different part of country (the drop off office had 3.8/5 out of 400)
Edited by flat16 on Wednesday 3rd September 19:13
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