In August 2010 I rented a vehicle from the airport Enterprise in St Louis. I drove it 3-4 times and did not have any incidents or damage to the vehicle. When I returned it, the rep walked around the car, and then bent over and viewed the underside of the front passenger bumper. She indicated there was damage. I viewed it, and it was not visible from a standing position. The comment made to me was that they would report it but I "probably wouldn't hear anything" if it was previously damaged. I even took a picture of what they were calling damage, because it was so minor - it could only be deemed normal wear and tear - and it was not easily visible by a prudent person inspecting the vehicle (which I did when I rented it). I would have known if I had hit bottom, and know this did not happen on the very few times I drove it.
A few weeks later I received a bill for $549. I contacted them and advised the above info - that I had not damaged it and it was not visible from a standing position. They said they would "investigate" it. A couple of weeks later I received a letter stating they investigated and I was liable. I had a representive try to call and talk to them - he was advised that "they contacted the local business, and they said it was valid". That was the extent of the investigation.
With the second letter they sent me an estimate showing the QUOTED cost (NOT the expense paid to fix it!) and pictures attached. The picture did not even show the area that was in question. They took a picture of the front driver side bumper which showed what looked like dirt on it - I could not see any damage at all. Then an estimate replacing the entire bumper. The pictures had a digital stamp of 01/08/2008.
I sent them another letter advising that these were not pictures of the alleged damage and re-stated my position that the vehicle was not damaged and therefore nothing was owed.
I did not hear anything for three months, when I got a letter stating that "since you have not responded to our previous requests"...and another demand for payment. With that I sent them another response "reminding them" that I had indeed responded and provided copies of the previous correspondence.
The next, I received a "Final Demand" which stated if I did not comply they would send it to Collections and/or an Attorney and I would be responsible for all costs. (Which seems very much like extortion to me...if I do not pay they will affect my credit).
I do not think it is fair that they can send someone to collections on a "he said" scenario. While I signed a contract, they have failed to prove damages. I asked for a copy of the actual expenses they incurred, and they ignored this request.
I have submitted a claim to the BBB and hope to have resolution, as the "damage recovery unit" seems to be more of a profit center with a set agenda and is not interested in discussing facts.
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