Due to unforeseen circumstances, I had to rent a vehicle through my insurance company.
On April 18th, I made arrangements with Enterprise (750 Wharncliffe Road in London, Ontario) to be picked up from Finch Collision Centre on April 23rd at 8:00am and taken to my rental vehicle.
On April 23rd, I waited for an hour at Finch Collision Centre to be picked up. Once we arrived at Enterprise, I reminded the employee I was dealing with that I had a clinical exam at 11:00am and cannot be late. The employee had informed me that they were unable to give me a car that was similar to my own. I was left with my choice of a Silverado, Suburban or an Atlas - all of which are much larger than my Chevrolet cobalt. After choosing the Atlas, I was then informed that they were unable to rent me any of the vehicles previously mentioned as I was under the age of 25. They would have to drive me to another Enterprise location to find a suitable vehicle. At this point it was 9:45am and my exam was at 11:00am so I was getting frustrated. I reminded them of my exam and that I had made arrangements so that this could be avoided. That's when they said that a Nissan Note had just been returned and it would be ready momentarily. Once it was pulled around the front of the store, the employee did a walk around with me in the pouring rain and ensured I signed the rental agreement on her tablet. I was in a rush and made that clear, so I went off to my exam which I was now late for.
Upon retuning the car on May 2nd, the employee had informed me that the front bumper was "misaligned". This was a surprise, considering the car spent majority of its time in my driveway as I only use my vehicle to drive to school. In a state of confusion, I left without any idea of what was to come. All I was told was that I would be contacted by their insurance company for the damage amount.
Immediately after leaving Enterprise, I contacted my insurance company and told them my situation. My advisor suggested I obtain a copy of the "walk around" and ask for pictures. Upon contacting Enterprise, the employee informed me that they do not have pictures of the vehicle prior to my possession of it and that they had noted in the "walk around" that the car was in perfect condition. Rightfully, I questioned how they can accuse me of "misaligning" the bumper if they had no photos and were not willing to provide me with any documentation. Not only was I laughed at and talked down to, but this was done by their MANAGER. I then spoke to the employee whom I did the walk around with. I reminded her that it was dark and storming that morning and I was adamant on leaving as soon as possible since I was already late for my exam. Her "walk around" was approximately 20 seconds and she did not bend down once to be able to visualize the area that was "misaligned". That morning I was quick to get in the car and on my way, due to the lack of coordination on their part. In retrospect, I should have demanded she check the car in full detail and stayed by her side the entire time.
I then logged onto my online bank account to see that they had charged $500 without my authorization. I then cancelled my credit card to ensure they can't make any other charges without my consent.
At this point in time, they are attempting to charge me $1300 without having any proof that I did this damage.
They took advantage of me due to the situation they caused. They talked down to, laughed at and implied that I am a liar. The lack of customer service I received is atrocious. Do not rent from Enterprise - specifically 750 Wharncliffe Road in London, Ontario... you'd be better off walking. read more
