Enterprise charges Josephine Donatelli $515 after it discovers a missing head restraint in a rental vehicle. But was it her rental vehicle?
Question
Enterprise Rental Car in Munich has charged me for damage to the car I rented last year. But I returned the car exactly as I rented it.
Enterprise sent me a letter with a claim more than a month after I returned the car. I wasn’t expecting this email and didn’t read it. A month later, Enterprise charged my credit card $515. Not knowing what the charge was for, I called Chase to dispute it. I then reached out to Enterprise, and a representative informed me that there was a claim for my last rental.
Enterprise claims I took a head restraint and a hat shelf from the car. That’s entirely untrue and must be a mistake.
The company sent photos of a car with a missing head restraint but no identifying information like a license plate or the date that would even prove that it was the car we rented. Also, I returned the car at the end of July, and the claim is dated September, more than a month after we returned the car.
How can I defend myself against a false claim? — Josephine Donatelli, Scotch Plains, N.J.
Answer
If you removed a head restraint and hat shelf from your rental vehicle, then you should have to pay for it. But was that your rental car?
Here’s the right way to handle a claim: First, Enterprise should have contacted you to let you know some items were missing from your car and given you the opportunity to return them. If you didn’t, it should have sent you a bill — not charged your credit card. And the claim should have contained pictures of the car, the license plate and an invoice for replacing the head restraint and hat shelf. (Related: How Enterprise determines if you damaged a rental.)
Instead, Enterprise charged you and then sent a claim with insufficient information to substantiate the claim.
I think if you get an email from Enterprise, or any other company, you should consider reading it. You might have had time to fight this claim if you had responded to the first message. (Related: Why is Enterprise making a damage claim against me?)
I would like to think this was one of those “lost in translation” issues — a big misunderstanding that was the result of translating your claim from German into English.
What should your car rental damage claim include?
Here’s what the car rental company should include in any damage claim:
• A detailed damage report. Make sure there’s a clear description. Detailed photos are a must. It should also contain the location and extent of the damage.
• Repair estimates. You should have one, but preferably two, itemized repair estimates from a reputable auto body shop. It must include a breakdown of parts and labor costs. (Related: Enterprise sent me a bill for “hidden” damage.)
• Rental agreement. Your signed rental agreement should include the VIN number of your rental and the dates of the rental, which establishes that the damage happened during your rental. The agreement should also have insurance information, which lists the type of coverage you have.
Vehicle condition reports. It’s up to the car rental company to show you “before” and “after” photos or inspection reports that prove your liability.
• Loss of use documentation. If your rental company charges for loss of use (which may be illegal) it needs to show you evidence that the vehicle couldn’t be rented because of repairs. It can do that with fleet utilization logs showing high occupancy rates. It should also explain any administrative fees.
Also, the car rental company should send you a claim within 30 days of your rental. Anything later would be suspicious. I have more on the car rental damage claims process in my guide to renting a car.
This was a strange car rental damage case
I think your credit card dispute might have gone your way. Enterprise charged your card without permission, and it sent you insufficient evidence. But, more importantly, the claim is implausible. What would you do with a head restraint and a hat shelf? Were you going to carry those on a plane with you and take them back to New Jersey?
I’m not taking sides here. If Enterprise could prove the items disappeared while you rented the car, then you are responsible. But based on the documentation it provided you, it couldn’t.
Was this Enterprise bill an error?
You could have appealed this to one of the Enterprise executives whose contact information I publish on my customer advocacy site, Elliott.org. A brief, polite email might have encouraged the company to revisit your case and either furnish you with the information you needed or drop the case.
I contacted Enterprise on your behalf. A representative called you and apologized for the erroneous bill. “He said they are returning my money and should be back to my bank within three to five business days,” you reported. “He told me to reach out to him when I want to rent from Enterprise again, and he will make sure I get credit for my trouble.”
Enterprise returned your $515 as promised.
