Renting a car can feel like you’re taking a gamble. You do the walk-around, hope the last driver didn’t leave behind a surprise, sign for or decline insurance you may or may not actually need, and pray the drop-off goes smoothly. For a lot of travelers, the stress sits in the back of their mind the entire trip. Companies like Enterprise handle thousands of vehicles a day, which should make the process easier, but as one Texas woman says, that isn’t always the case. What Went Wrong With the Enterprise Rental? Last week, TikTok creator Danielle (@pellyann) shared a story that quickly struck a nerve with viewers who’ve had similar experiences. She films from the Enterprise in Killeen, Texas. “This is for Enterprise and Enterprise only,” she says at the start. She explains she rented a car so she could drive her dad from Denton back to Killeen. Everything seemed normal at first. “We did a walk through of the car. Everything was fine,” she says. She got on the highway, drove three and a half hours, pulled off near home, and suddenly heard a strange noise. “I said, oh, that’s a funny sound,” she says. When she parked, she got down on her hands and knees to check. Underneath, she found a piece of plastic hanging from the undercarriage. “Didn’t hit a single thing. Highway driving the whole time,” she says. “I don’t even know what it is. A little piece of plastic is stuck under the car.” OWNERSHIP STORIES Viral stories from across the web Our team of experts tracks what owners are saying about car-shopping, repairs, the daily driving experience and more on social media. Danielle says she called Enterprise roadside assistance, and they allegedly told her to bring the car to the nearest branch and exchange it. She followed the instructions. When she arrived, though, employees told her she caused the damage. “They are trying to charge me for the damage, saying that I caused it,” she says. “There was nothing around. There’s not a scratch, not a dent, not a ding underneath the car.” She says the customer service line escalated the complaint but essentially told her she’d have to “hash it out at the branch” or with her insurance. At that point, she’d had the vehicle for less than a day. “I didn’t get the time I wanted. I wanted two days with the car. I didn’t even get 24 hours,” she says. Frustrated, she told employees she planned to dispute the charge with her credit card company. “Enterprise, I’ll never use you again,” she says at the end of the video. What Should You Do If A Rental Company Charges You? Situations like this aren’t rare. Damage disputes have followed rental car companies for years, especially when customers say the issue existed before they picked up the car. According to the Federal Trade Commission, companies must be able to show actual proof that a customer caused the damage. A vague picture or verbal claim doesn’t count. If you’re in Danielle’s alleged position, the burden doesn’t fall on you. It falls on the rental company. You can ask whether a pre-rental inspection happened and if an employee documented the car’s condition before you drove away. You can request timestamped images that prove the car was undamaged at pickup and damaged when you returned it. You can also ask for a real repair estimate, not just a claim that something “needs fixing.” If the company can’t provide this documentation, you are within your rights to push back. Rental companies sometimes threaten to send unpaid damage bills to collections, but without proof, those claims have little weight. Your best bet is to hold firm, gather what documentation you can, and dispute the charge through your credit card benefits and insurance if needed. Commenters Are Appalled Under her video, people shared their own stories and frustrations. “That’s INSANE,” one person wrote. Another offered advice. “First insurance. Second check for benefits with your credit card. If you cleared the vehicle of damages and then drove it 3 hours, it's pursuable.” Someone else claimed Enterprise’s issues are more widespread. “I’ve never gotten a car from them that I didn’t immediately have to go get tires patched with nails in them.” Another viewer shared what happened to their family. “My brother hit a deer with their rental. He had the insurance and they charged them 2 months for them not being able to rent it out.” Motor1 has reached out to Enterprise via email and Danielle via TikTok direct messages. We’ll update this article if they respond. We want your opinion! What would you like to see on Motor1.com? Take our 3 minute survey. - The Motor1.com Team
+61 others
