I rented a vehicle and returned it on March 18, 2019, I was told that I would get my refund in 14 days. The location clerk said its on the way. I never received check in the mail. Then a senior customer service representative said the check would be sent to the location where I rented vehicle and it is still not there. I want my money back now. Is there anyone who can help with me getting my refund back today?


Enterprise Rent-A-Car

11942 W. 95th St.

Lenexa, KS 66215

(913) 894-0400

Saturday, December 15th, I took my Subaru Impreza to the Subaru dealership for service. Due to the nature of the service, Subaru dealership offered to get me a car rental while i waited for my car to be service. I was sent to enterprise across the street. A clerk brought up a Mitsubishi, did a quick walk around it, offered if i wanted insurance. I chose no, since i was only going to be at my uncle's house, approximately 20 miles away, and the service would not be longer than 4 hours. Afterward, he sent me on my way. My wife and I drove the car to my uncle's house and stayed there until i received a call from Subaru saying my car was ready for pick up. I drove over to pick up the car approximately around 4pm that day. The clerk at Subaru gave me my keys, and took the keys to the Mitsubishi. I asked if there was anything else they needed from me, they said no, so i left.

Monday morning (December 17th), approximately 8am. I received a call, from enterprise, while at work saying there have been damage to the front bumper, and that it will be charged toward my account. I contacted the manager, and drove to see the car. He said that there was nothing he could do and that everything was transfer to the damage recovery unit division, so i need to deal with them.

I received a letter from the damage recovery unit approximately 2 weeks later with a bill. I contacted my insurance company and explained my situation. I also emailed the damage recovery unit personnel and explain the situation, to have them look into everything.

In short, I feel that the rental was made on my behalf from Subaru. In addition, i brought the car back in the same condition that it was picked up in. The keys were dropped off as i was instructed to by the enterprise clerk. The clerk said if they are closed, i could just drop off the keys with the dealership. The car sat at the Subaru dealership when i dropped it off around 4pm Saturday, until around 8am Monday when it was dropped off at enterprise. The car most likely was damage by many possibilities, such as drivers moving the car, or customers bumping into it while visiting the dealership. I don't feel i am responsible for the car while it is not in my possession, after 4pm that Saturday.

I recently received an email from the damage recovery unit since i am not paying for the damage that i did not cause, neither will my insurance company. I explained the situation again, and received an email from a damage recovery unit personnel named "Kendra" that replied "I have reviewed your concern, unfortunately, per your contract, until an Enterprise Employee is in possession of the keys and does a walk around of the vehicle, it is in your responsibility. Please let me know if you have any questions, thank you"

Firstly, the enterprise personal told me to drop off the keys at enterprise since their office was closed. They did not tell me that i was responsible for the car until an enterprise employee is in possession of the keys and does a walk around the vehicle. The two statement given to me from 2 different people completely contradict each other. No one would leave the car with another person knowing that he/she is still responsible for anything that happens to the car. If i had known that i had to personally drop off the car and wait for an enterprise employee to walk around the car, i would not have drop the keys off that day.

I am being harass with emails and letters saying i owe money for the damage that i did not do. This is a false claim against me. In addition, as i am trying to be cooperative, and my insurance agent have been cooperative with enterprise, they have been unresponsive and unwilling to look into the matter. I recently have read more than just a few complaints of the horrible service and blames that enterprise have been treating their customers. I will make sure that other people see the how enterprise blame their customers for situation that their customers did not do.

Attached is the damage to the bumper, it is a small crack approximately 1 inch in the front bumper. They are asking for $710 in damages.

Saturday, December 15th, I took my Subaru Impreza to the Subaru dealership for service. Due to the nature of the service, Subaru dealership offered to get me a car rental while i waited for my car to be service. I was sent to enterprise across the street. A clerk brought up a Mitsubishi, did a quick walk around it, offered if i wanted insurance. I chose no, since i was only going to be at my uncle's house, approximately 20 miles away, and the service would not be longer than 4 hours. Afterward, he sent me on my way. My wife and I drove the car to my uncle's house and stayed there until i received a call from Subaru saying my car was ready for pick up. I drove over to pick up the car approximately around 4pm that day. The clerk at Subaru gave me my keys, and took the keys to the Mitsubishi. I asked if there was anything else they needed from me, they said no, so i left.

Monday morning (December 17th), approximately 8am. I received a call, from enterprise, while at work saying there have been damage to the front bumper, and that it will be charged toward my account. I contacted the manager, and drove to see the car. He said that there was nothing he could do and that everything was transfer to the damage recovery unit division, so i need to deal with them.

I received a letter from the damage recovery unit approximately 2 weeks later with a bill. I contacted my insurance company and explained my situation. I also emailed the damage recovery unit personnel and explain the situation, to have them look into everything.

In short, I feel that the rental was made on my behalf from Subaru. In addition, i brought the car back in the same condition that it was picked up in. The keys were dropped off as i was instructed to by the enterprise clerk. The clerk said if they are closed, i could just drop off the keys with the dealership. The car sat at the Subaru dealership when i dropped it off around 4pm Saturday, until around 8am Monday when it was dropped off at enterprise. The car most likely was damage by many possibilities, such as drivers moving the car, or customers bumping into it while visiting the dealership. I don't feel i am responsible for the car while it is not in my possession, after 4pm that Saturday.

I recently received an email from the damage recovery unit since i am not paying for the damage that i did not cause, neither will my insurance company. I explained the situation again, and received an email from a damage recovery unit personnel named "Kendra" that replied "I have reviewed your concern, unfortunately, per your contract, until an Enterprise Employee is in possession of the keys and does a walk around of the vehicle, it is in your responsibility. Please let me know if you have any questions, thank you"

Firstly, the enterprise personal told me to drop off the keys at enterprise since their office was closed. They did not tell me that i was responsible for the car until an enterprise employee is in possession of the keys and does a walk around the vehicle. The two statement given to me from 2 different people completely contradict each other. No one would leave the car with another person knowing that he/she is still responsible for anything that happens to the car. If i had known that i had to personally drop off the car and wait for an enterprise employee to walk around the car, i would not have drop the keys off that day.

I am being harass with emails and letters saying i owe money for the damage that i did not do. This is a false claim against me. In addition, as i am trying to be cooperative, and my insurance agent have been cooperative with enterprise, they have been unresponsive and unwilling to look into the matter. I recently have read more than just a few complaints of the horrible service and blames that enterprise have been treating their customers. I will make sure that other people see the how enterprise blame their customers for situation that their customers did not do.

Attached is the damage to the bumper, it is a small crack approximately 1 inch in the front bumper. They are asking for $710 in damages.