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I was just looking through my emails this morning to see who last contacted me about the alleged damage and it was Kyle - who is I assume the same person the OP is dealing with. The most recent email I have is from the branch manager who just says he is "contacting me about an unpaid invoice as apparently my accounts dept are insisting on a PO" - yeah no shit Sherlock - it's to stop people like you trying it on with made up invoices in the hope of just getting them paid without any question. I have asked him for all the details of said invoice (he didn't think to include it in the email) and I have had no response as yet... My last correspondence with Kyle was "prove we signed for the van in mint condition or jog on" followed a week later by "Since I have heard nothing more I am assuming the matter is closed". Clearly, some 2 months later on they are trying a different tactic. ****ers.
NO worries Sharkattack. On rereading I can see why it annoyed 🙂
Is the excess insurance for car hire worthwhile as a precaution? I’ve just booked a car with Avis without all the extras but this thread is making me very nervy.
As others have said, broadly yes. The cost is normally relatively low for buying one of these policies from a separate supplier and it gives peace-of-mind.
But... it's an insurance policy that you're buying from an insurance company - so it pays to be cautious! Read the Ts + Cs before purchasing to make sure you're actually covered. Note the exclusions. And, if the rental company says there's damage then you'll still have to pay them, and then make a claim on your excess policy.
In terms of general doom-mongering about rentals, unfortunately it is more about the rental location and the staff than the brand. In many cases there's nothing to worry about, but there are definitely some rental offices where charging for damage is part of the business model. In the OPs case, doing a one-way rental is always something to be particularly cautious about - because there could be very different attitudes to damage between staff at 2 different locations.
Taking heed of all the advice in this thread - doing a reasonably thorough inspection, taking photos / videos, asking for anything you're not happy about to be noted, and buying a separate excess cover policy - should cover 99% of things.
What they said.
As a minimum, do a walk around the car whilst videoing it on your phone (on pick up and drop off).. it's standard 'arse saving tactics' and perfectly normal practice.
If you do happen to graze an alloy rim or scratch a wing miror or something minor, then some cheap excess insurance cover will cover that.
If they try to pull your pants down over a pre-existing problem, you have video evidence to back your defence up that it was already broken.
It's a sad sign of the times, and I'm sure hire companies do try it on sometimes...but I'm equally sure some customers 'drive it like they stole it' and wonder why they end up with a big bill.
Be aware these excees covers only cover genuine damage in my opinion not an option for shady practices of the european holiday hire car companies.
I got charged 250€ for a tiny less than a stone chip mark on a very scruffy Yaris in Spain. We thought we picked up scuffed alloys, bumpers and dented doors but let the bonnet as unmarked on the collection inspection. Chances are it was already known about and a 'trap' by the hire car company.
Claimed on my excess insureance and they refused payment because the damage was not significant and not actively casued by any carelessness or wrong doing by me. Fair wair and tear effectively.
I take out hire car company provided cover now the lack of stress about damage and their fear of charges is worth the cost. I literally can collect a car, not inspect it other than a cursory check and then return it free of worry.
I wasn't expecting to receive this. Not yet anyway.
Apologies on behalf of the hassle and lack of communication you have received here. I am in touch with our Damage Recovery team in order to close down this claim, and any payment still held by Enterprise will be processed for refund for you tomorrow. This may take a few working days to arrive, but rest assured I have settled this with the team over there.
I have launched an investigation / disciplinary process into the failings and breakdowns in communication here, which has unfortunately left you with a poor rental experience. For that, I genuinely do apologise, as I don't believe your experience reflects at all the high level of service we aim to provide.
If you ever needed anything in the future, please reach out to myself and I will be more than happy to personally oversee your booking and discount the rental to amend the hassle caused here. If you have any questions at all, please reach out and let me know.
This is my response from the branch manager after asking for the Area Manager and Regional Head Office contact details. It's my first response from anyone apart from the quite blunt shutdown I received initially. As far as I knew no one was doing anything to sort it out which is why I was so frustrated.
I didn't even have to go down there with my Bombers.
Good stuff.
Thats more the sort of response I was expecting
Be aware these excees covers only cover genuine damage in my opinion not an option for shady practices of the european holiday hire car companies.
I was shopping for car hire insurance excess cover last week and at least one particular policy had an exception for the particularly cheap and notorious hire company Green Motion…
Some rental brokers now offer to bundle excess cover which might give you a bit more clout when the fingers get pointed.
I’ve only ever been stiffed once and Section 75’d Europcar. In the Med I tend to rent from local suppliers who are far less picky or diligent (cars are a bit shitter)
That's good news.
What is NSF? Some kind of new light technology?
Good to hear. My experience with Enterprise was hiring a van, they tried to swap me into a tail lift Luton when I'd booked an XLWB Crafter, but did find me one. It had been used as a courier van so there wasn't a straight panel on it, they told me not to worry about damage since it could hardly matter, but I took a video anyway. No problems on handing it back thankfully.
Whoop whoop! Good. It shouldn't have happened but really glad you've got a result.
I word of caution about the excess cover policies. They are without question better value, particually if you're hiring a lot.
But.
It does mean you end up paying for the excess and then claiming it back. There is an argument that paying the for the hire firms extra cover makes the whole thing a lot easier and more convenient, and that to some is worth a few quid.
I’ve only ever been stiffed once and Section 75’d Europcar
I was trying to remember who my run-in was with - you've just reminded me. Myself and another guy both dropping cars off at Stanstead, Europcar guy just takes the keys from both of us and waves us off saying everything is fine. Cold, dark night, not long until flying and the guy has just vanished so not much I could do. No surprise when a claim for a damaged wing mirror comes in, with no evidence provided. It was telling when I was copied in to an email from our insurance people saying "Another one for you to look into. Given the circumstances we would strongly recommend this claim is withdrawn". Shysters indeed.
Good result but he loses any credit by saying "reach out to myself"
What is NSF? Some kind of new light technology?
Nearside front. As in, passenger side headlight. As oppose to OSF (offside front) or NSR (nearside rear) etc.
Good result but he loses any credit by saying “reach out to myself”
Everyone in the branch looked about 16 years old to be honest so I'm not surprised their language skills aren't very polished. The paragraph breaks are mine. The original was a wall of text and quite difficult to read.