Enterprise charged me massive fee 😫

[ffscarol]

Hired a van a month ago to move. When I took it back they said there was a scratch on it. I didn’t notice it when I collected it and didn’t bash it whilst I had it. It’s about the length of my hand and looks like a key mark.

They wanted £2000 because I didn’t pay the extra £17 for extra insurance. Even if I did scratch it or it occurred in my possession no way does it amount to that.

So I’ve disputed it and they’ve taken the money out of my account today.

Im away at the moment and three hours ahead - banks open shortly in uk - will I be able to get this charge back 😫😫😫

Why didn't the insurance you have cover it? Or was £2000 the excess and you didn't buy their excess cover?

Unfortunately, I think they can charge the equivalent of the rental they lose while it is being fixed, so that may well be the cost 🙁

I think it was the excess cover I didn’t get - didn’t realise it was for that.

The paint work isn’t actually scratched it was the signage - and that would not cost £2000 to replace as it’s just plastic wrap.

I offered to pay what it cost to replace/fix - go through my insurance so this seems unfair and excessive.

But I just want to know if I’d get a charge back whilst I dispute this

I've heard of all these stories before. When I hired one. I bought all the insurance. Think it cost me £70. It was worth it, for peace of mind. They're like sharks.

Also, and I know this doesn't help, but it's a reminder to always take videos and photos of any hire vehicle before you take it.

But if it's a tiny scratch, who in their right mind would even bother fixing it? No-one expects a second hand hire van to be in perfect condition and it's likely it'll get bashed up far worse before Enterprise want to sell it so resale condition is relevant.

You should definitely dispute this. The BVRLA has a code of conduct and a dispute resolution service, so I would read up what they say about it and follow the process.

https://www.bvrla.co.uk/consumer-advice/making-a-complaint-adr.html

Next time buy a stand alone collision damage waiver excess. It costs around £20 in total depending on number of days. Lots of insurance providers do these, but if you buy from enterprise its around £15 per day.

Fight it! They tried to do this to me once, for a scratch that must have already been there. When they gave me the van they did a very vague check over and it was really dirty, they then ‘uncovered’ the scratch under some dirt when I returned it. My argument was neither of us must have seen the scratch when I hired it due to the dirt! And their check was so vague it took about 30 seconds. Did they do a thorough check for any scratches before you took the van? £2000 is a joke for scratch!
Edited to add - I wrote a really long email to customer service complaining about that and some other factors - tank almost empty when I picked it up, rude staff etc. The customer service manager (I think) called me to apologies and wiped the fee.

Before you drive anything away always take photos of it from every angle - we've got out of being charged for a tiny, tiny dent before thanks to doing that. Also always get the excess cover, you can get it yourself cheaper from a different company at home if you like, think we have used holiday autos before - but you will then have to go through them to claim it back. We've hired cars in a lot of different countries and the attitude varies a lot from place to place even within the same company, some are quite laid back others are obsessed with checking every cm.

I was terrified of scratches / bumps when we hired a van from enterprise as my partner refused to pay the excess for added insurance. It is a terrible scam they play - draw you in with cheap quotes for van hire then add these extra fees and charge thousands for a tiny scratch. I hope you fight it and win, they are scoundrels.

Can you ask your bank not to take it? They might stop it anyway.

Bit too late now, but always ALWAYS get the excess cover. They barely even look at the vehicle upon return if you’re covered up to the eyeballs.

Check if your credit card or home insurnace or travel insurnace has rental car coverage.

Yes they wait for the next poor bugger who doesn't take out insurance cover and they charge them for all previous damage. Avis tried it with us but thankfully I had photos to provide the damage was pre-existing.

I’m on the phone to them now. Just on hold 🙈

I didn’t even bother checking properly 🙈

They've scammed you. They won't fix the damage. They will just scam 2 grand from the next patsy that hires it.

If I ever hire a car or van from those that have a reputation for this, I stuff a load of prawns in the air vents. Make the scumbags work for thier ill-gotten gains.

I’m still on hold. They can’t get in to my account as it’s blocked.

This is not good news as I’m on holiday 😫

Didn’t even know it was a thing, it’s horrible

Common sense when hiring something of that value, especially when NOT paying for insurance... take pictures of every square inch!

Focus on the alloys (an easy one to scratch while parking), large panels, and the windscreen.

This is a learn from your mistake thing sadly :(

I DID pay for insurance. Didn’t realise the excess was £2000

Bit thanks for your input

Is "prawns in the air vents" a euphemism for something? Otherwise I can't get over how bizarre that is!

Hopefully that means they’ve blocked enterprise taking the money? Not ideal though if you’re away!

They've scammed you.

That company tried to do the same to me, said I had scratched the inside. What they didn't expect was that I had checked reviews online prior and taken before & after photos.
They immediately dropped it.

Won't help you now but always always take before & after photos when your hiring.

A relative recently had Enterprise try to charge them for damage to the interior of a rental car. They had paid all the excess insurance, and they knew they definitely had not damaged it. They blocked their credit card to stop the money being taken by Enterprise, disputed the claim and made a complaint. In their case, Enterprise backed down, but it's obviously more difficult for exterior damage as presumably it could possibly have happened while you had the vehicle? (unless it never left your sight?), On the other hand, presumably they can't prove that it happened while you had the vehicle.

If the money hasn't left your account, can you block your card? Definitely dispute it at the highest level with them