I continue to have problems with Enterprise: Rent-a-car on a claim they sent to me which I disputed even after my insurance company settled it. Here is what happened -
I rented a car from Enterprise Rent-a-car at Newark International airport after a long international flight. I was the first customer in the first week of Dec 2014 that day at 6 AM, and they gave me the car but did not walk me around the car. The Enterprise person said it was a new car with hardly any miles. I took it and signed the papers. I drove 45 miles to my house, parked in my driveway, and later in the evening returned it at local Enterprise Rent-a-car location. I was the only one who drove and no incident happened. Since I drove at 6 am for just 45 miles, I was home in less than an hour - absolutely empty highway, and no car came anywhere near me.
When I was returning, I was shown some minor scratches on the back door on the driver side. I disputed it immediately narrating that nothing happened when the car was in my possession. The Enterprise employee who took the car said that he needs to record it and probably nothing will happen as Enterprise will check the records and it might have happened on an earlier rental then I will not be responsible. He also advised that I call Newark Enterprise and talk to the manager there and explain my case.
I called Enterprise at Newark multiple times, but was never able to talk to the manager. The Enterprise employees told me that the insurance people will see the records and take care of it. Nothing happened for months and no one called me from the Newark Enterprise location.
After 4-5 months in April, 2015, I got a letter from Enterprise for a claim of over $1000+. I was extremely surprised and angry as I am 100% sure that no scratches happened when the car was with me. I called them and disputed the claim again. I told them that I will not pay. The woman from Enterprise suggested that I need to send her my insurance details and they will take care. I was of the opinion that I should not give it to my insurance company as well as it was not my fault. Enterprise has decided to follow the claim as they have my signature on the contract. Since then I started getting calls from their Kansas City office from a woman who kept harassing me and threatened to hand over the case to collection agencies.
The way things went in April I was advised by friends to let my insurance company settle it rather than spoil my credit score. I was thoroughly frustrated!!! So I asked my insurance company to take care of it. They settled the claim with Enterprise, and paid them. I thought my worries were over. Not really!!!
Soon after that I started getting calls again from Enterprise lady again and they are following up with me now to pay them $500 which is my insurance deductible. I again get calls from Enterprise and they want to send now $500 to collection agencies. She always calls me from a phone which says “No Caller ID”. Calls my cell and leaves messages at home number. They have all my details as I am long time customers of Enterprise.
I seem to be in a jam – unless I pay them they will not leave me and keep threatening to send it for collection. What makes me even angrier, that in the past I have rented cars so many times from Enterprise. Many of my rentals for work used to be for 7+ days. Not only that I moved my company’s most rentals from Hertz to Enterprise as they were nearer to my office. I am really surprised how the biggest rental car company in the world handles these cases, and does not take into account at all my past business. It is of no consequence to them what the truth is. No one at Enterprise is willing to listen that it did not happen when I was renting – as they have my signature.
Please advise what the best course of action for me is. Do I need to settle this even after my insurance company has paid them? What happens if I don’t pay? Can Enterprise really send this to Collection agency even after getting a settlement from my insurance company? I wonder sometime - what is the guarantee that my credit will not be spoiled even if I pay. I really cannot afford to pay $500 for something that’s really not my fault. But no one listens at Enterprise.
I really don’t know what are my options. I am wandering am I really liable for the deductible after my insurance company has already settled with Enterprise. I was under the impression my insurance company works on my behalf and makes the final settlement. Probably they paid Enterprise whatever was justifiable for minor scratches – the scratches were so minor that some detailing could have taken them off.