Stacey Wall has proof that she didn’t damage her rental car. So why does Enterprise want to charge her, anyway?
Question
I need your help resolving a car rental damage claim. I recently rented a car from Enterprise in Phoenix. The rental car had a small dent in one of the doors. I took a photo of it to document the damage.
When I returned the car, an agent did a walk-around with me and said the vehicle was good to go. Eight weeks later, I received a damage claim from Enterprise. The date of loss was three days after I returned the car.
I sent Enterprise the photos of the existing damage, but the company is insisting that I am still responsible. Can you help me get Enterprise to drop this $1,391 claim, please? — Stacey Wall, Crestview, Fla.
Answer
Technically, Enterprise is right: You are responsible for a car while it’s in your possession, including any dings or dents. But if you have evidence that your car was damaged before you rented it, that should be enough for Enterprise to drop its damage claim. Clearly, this didn’t happen on your watch.
You did the right thing by taking “before” photos of your rental. But it looks like you missed a few things. You want to take both “before” and “after” images of the car showing there’s no damage.
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If there is damage, you need to request a different car. If no other car is available, you should note the damage to the vehicle in writing and get a supervisor to sign the form. It appears you only had the “before” images, which showed the pre-existing damage. They were timestamped, but that apparently didn’t matter to Enterprise. Its records must have shown that the car was undented before your rental. (Related: How do I get a repair invoice from Enterprise? My insurance company needs it.)
This is a common problem with rental cars. Many drivers assume that if they weren’t directly responsible for damage to the car, that someone else — maybe the car rental company’s insurance — will take care of it. But unfortunately, that’s not true. The renter is responsible for anything that happens to the car from start to finish.
How to record the condition of your rental car
You don’t want to get hit with a damage claim that isn’t your fault. Here’s how to protect yourself before and after your rental:
Before you drive off:
- Snap photos. Get shots of all sides, including the back seat, roof and undercarriage.
- Take a video. A slow walk-around video can capture details you might miss in photos.
- Check the interior. Don’t forget to document any stains or tears inside the car.
- Note existing damage. Point out any scratches or dents to the rental agent. Get a written documentation and make sure it’s signed by the agent.
- Amend your rental agreement. Make sure any pre-existing damage is noted on your rental agreement. Better yet, ask for a different car.
When you return the car:
- Repeat the process. Take photos, videos, check the interior and make an notation of any damage.
- Ask for a final, in-person inspection. Request a rental agent to check the car with you present.
- Keep your receipts. Hold onto fuel receipts and your final rental agreement. (Your car rental company may try to charge you for fuel unless you can prove you filled the tank before you returned the car.)
- Take names. Note down who you dealt with at drop-off.
If your car rental company files a claim, ask for its written records and compare them against yours. If there’s a discrepancy, you may have a strong case.
What’s so unusual about your case
It can take weeks, and sometimes months, before a car rental company processes a damage claim. So the dates you mention — the claim being dated three days after your rental, for example — are not out of the ordinary. (Related: Do I really owe Budget $450 for cleaning my rental car? It’s just a little sand!)
Here’s what is a little unusual: You had photographic evidence that the damage already existed, which the car rental company seemed to be ignoring. If the car was already dented when you picked it up, why isn’t Enterprise taking that into consideration?
Should Enterprise drop its claim against you?
You were in contact with Enterprise’s damage recovery unit, the part of the company that handles claims. But you tried escalating this to an executive at Enterprise. I list the names, numbers and email addresses of the Enterprise executives on this site.
My advocates and I contacted Enterprise on your behalf. It reviewed your photos and agreed to drop the claim against you.
