Q • we recently rented a car from Enterprise in Phoenix.when we picked up the car, a representative inspected it with us.My husband noted a couple small marks, but the agent said weshouldn’t worry because “anything under 4 inches” waswaived.
We drove on some dirt roads, so the car was quite dustywhen we returned it. To say the representative eagerly went aroundthe car like Sherlock Holmes looking for clues would be anunderstatement. she found a small scratch on the left rear bumper,which appeared to be possibly from someone backing into us; we knewit wasn’t done by our usage.
Before one could blink, we were hauled over to theprocessing office and our $256 bill jumped to $772 — of course,taken from our credit card without our authorization. trying to getthrough to the rep assigned to handle our claim is impossible; shenever is available on the phone. but her assistant was very helpfulin informing us that the bill for repairing what he even admittedfrom the photos was a small, quite insignificant flaw was more than$500.
When I challenged him on how in the world a small dentcould cost $440, he said actually anything under a thousand from ashop is a bargain.
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This is a total preplanned scam, and with the way thecheck-in rep went over every square inch of the car with suchenthusiasm, there is little doubt these folks are being cut in forfinding things wrong with the cars.
We are reasonable people and understand that even ifsomeone backed into us if there was a small scratch we would bewilling to pay a small amount to cover what is fair for repairingit. but more than $500, including an “administrative fee,” istotally unacceptable. — Carri Schoeller, Orlando, Fla.
Your suspicions are understandable. Why would one employee waveyou off, while another one goes over the car with a fine-toothcomb? and why deduct the $500 from your credit card immediatelywhen the full repair costs aren’t known yet? whatever happened tothe damage estimate? Weren’t you entitled to receive a repair bill,detailing the work that had been done on your rental?
Unfortunately, your case is becoming all too common. Car rentalcompanies don’t even wait for the paperwork. If there’s damage toyour car, they charge you right away. never mind procedure.
But there are three things about your story that I findtroubling, and that Enterprise had nothing to do with. First, youfound scratches on the car. Why didn’t you note them on your rentalagreement? Talk is cheap. you can almost be guaranteed that theperson checking you in won’t be handling your return. So what ifthe second employee doesn’t know about the 4-inch rule?
Take pictures of your rental car and note all damage, no matterhow small the dings, chips and scratches.
Second, did you say you’d gone off-roading in your rental? Mostcar rental agreements forbid drivers from taking their cars on anunpaved road. Even if they don’t, it’s a good idea to stay awayfrom dirt roads in a rental car. The most common kind of car rentaldamage — the chipped window — can happen too easily when a car ortruck in front of you kicks a pebble at you.
Finally, and perhaps most problematic, is that you agree thatdamage happened to your car while it was in your possession, thoughnot by your usage. Unfortunately, it doesn’t matter. If the car wasdented when you had it, you’re responsible.
I think both parties made mistakes, but I wanted Enterprise totake another look at this damage claim. It did, and notified youthat it had dropped the claim and refunded the $500.
Christopher Elliott is the ombudsman for National GeographicTraveler magazine. you can read more travel tips on his blog,elliott.org, or e-mail him with questions .