Need some advice on what my options are here ...

My car was at the garage to replace a part and for some software updates and I had a loan car from Enterprise. I left the loan car at the garage when I collected my car in the absence of an Enterprise representative (a mistake in hindsight). I did ask the service assistant to take a look at the car for any damage and he didn't find anything other than what was already noted on the paperwork from before. It stayed at the garage overnight.

Now got a call from Enterprise telling me they have collected the car from the garage and found a small chip on the windscreen "which wasn't there before" Apparently it is at the bottom of the windscreen and so small that it is very difficult to notice but "still a change in car's condition that can't be ignored and needs to be repaired". They are asking me to pay the excess while apologising as this could happen to anyone without any fault of theirs.

When I collected the loan car and went round it with Enterprise driver we only found one scratch which she recorded on the paperwork. However, it was very dark and soaking wet (horizontal rain) at the time so we could have easily missed other, smaller damage. I just don't recall any stones hitting the windscreen and can't see how it could have happened over the few days I had the car. There was only one motorway journey.

What should I do now? Just pay the excess because these things do happen? I can't prove it didn't happen during my rental period and they can't prove it is new other than saying they did a thorough inspection before handing it over to me

Last edited by fkarim on Mon Aug 11 2014 1:58pm. Edited 1 time in total

tell them to shove it

who's to say it didn't happen when their driver took it back to depot 2010 RRS HSE 3.0 tdv6 2010MY
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2005 Discovery 3 tdv6
2009 audi a4 2.0tdi saloon
2007 Audi a3 1.9tdi sportback
2004 Navara Double Cab
1996 Shogun 3.0 v6
1984 Landrover 90 2.5d

Did enterprise notice this chip before they drove it away from the garage or after they had driven it away?

the fact they expected you to inspect the car, when it was wet, covered in water and most likely a rain drop obscuring the chip, I would kick off about

Its very petty to say the least and i would be on to head office straight away, especially with the cheek of them blaming you for something that could be already there

Its not as if they luck after the vehicles, jet washing them down, and a scrub with a yard brush to clean them before a wipe down with a dirty chamois leather

Ady 555 wrote:

Did enterprise notice this chip before they drove it away from the garage or after they had driven it away?

Don't know. They said to me the garage didn't even move the car which suggests they noticed it before driving away and had a word with the garage. However, I don't believe the garage could have left the car overnight at the spot where I parked it. At the same time I don't think the garage could be at fault - they would have just moved it from parking spot to another at most. The chip was either on the car already or it did happen while in my possession although I honestly don't see how and when That's why I don't want to just pay and forget.

npinks wrote:

i would be on to head office straight away

Just tell them you are not accepting blame because the conditions in which you collected the car in was far from ideal due to it being dark and that it was raining cats & dogs and it would have been impossible to see any windscreen damage. Then tell them, most stone chips are repaired free by insurance companies. Although some now charge £25 for chip repairs.

Remember... Be polite professional and calm at all times....

Spoke to the head office and then their Damage Recovery Unit. Doesn't look like it will be an easy one I'm afraid

Apparently they noticed a chip smaller than a 5p coin upon collection this morning and not when the car was back at the branch. She also said the branch has to collect the car within 4 business hours (overnight when the garage and branch are shut doesn't count). I left it yesterday evening and according to them they collected it this morning within that 4 hour window. She kept making the point that "you signed a contract and accepted the car in the condition it was". When I argued "So even if the chip was already present am I liable for it just because I didn't notice it due to darkness and torrential rain and signed the paperwork?" she simply replied "Yes"

Another thing she said was the car was wet on the outside, not inside and I could have seen it from the inside. Again, darkness and wipers running at full speed doesn't mean anything The branch told me the chip was at the bottom of the windscreen so I said how could I see a chip at the bottom of the windscreen from inside (even if it was dry and bright)? Surely the dash covers some of it? That was disputed because according to the claim that was infront of her, the chip was in the centre

They are now awaiting the previous rental agreement and if the chip wasn't noted on that one either, it will be my liability otherwise I will not be held responsible. Generally I just give up on these sort of things as I don't have the time to go back and forth. Don't know if I'll do the same this time...

How much is the excess anyway? 2014 L405 SDV8 RR Autobiography

2012 RRS SDV6 HSE -Orkney Grey with A/B bodykit - Now Gone
2007 RRS TDV6 HSE - Zermatt Silver - Gone

£250

Not £250 excess for a windscreen surely Its only a chip so £25 tops. Ask them to send you a photo. I would still reject the claim due to the circumstances.

Sorry to read this fkarim

Makes me sick - have had some shocking hire cars over the years and it just appears another way to boost profits

They find things to charge for but they never fix them and they expect you to sign when you collect but been expected to leave car with keys in sun visor when returned

Enterprise now struck off my growing list to avoid

Do you have legal protection on your insurance - might be worth asking  Wanted a Series 2 LR since childhood but previously owned MY16 Disco Sport HSE TD4 Auto, MY13 RR Sport Black Edition TDV6 Auto, MY10 RR Sport HSE TDV6 Auto, 2007 Freelander 1 Freestyle TD4 Soft Top, 2009 Freelander 2 GS TD4 Auto, 2007 Freelander 2 GS TD4, 2004 Disco 2 Metropolis Auto, 2002 Disco 2 GS, 2000 Freelander 1 SE TD4 SW

Still hoping for a S2 one day!

They already have my £50 deposit, asking for £200 more to cover the full access. They did say they will refund excess minus repair cost but somehow I don't think it would be £25 or anywhere close to that If it is £25 I will just ignore the principles and pay up rather than waste my time arguing with script reading idiots

i guess this is why i always pay the excess waiver when i use hire companies

That's a terrible story. I hire vans from time to time and must admit I never take anywhere near enough notice when I'm checking them over. I will next time!