Complaint Review: Enterprise Car Rental - Venice Florida

On Thursday afternoon at approximately 1:50 on  September 18, 2014 I rented a car from Enterprise Car Rental located at Sarasota-Bradenton Airport, 600 Airport Circle, Sarasota, Fl 34243 for the sole purpose of driving the 30.66 miles (mapquest) to our brand new home in Venice, FL.  I was going to drop the car at the Venice, Fl location at 800 US 41, which was 2.83 miles from my home which is located in an upscale gated and very secure community.  

The staff at the Sarasota Airport location were very nice. I was given a blue, 2014 Hundai Accent with just over 6,000 miles on it. I inspected the car with Ellena and we both commented on how blemish free this car was.  I initialed "no damage" on the form and off I went to begin nesting our brand new Florida bungalow.  I arrived at my home at approximately 2:30.  I called the Venice location and spoke with Joe at approximately 4:45 p.m. because I wanted to return the car that afternoon.  I had shipped my personal Jaguar Vanden Plas from Connecticut previously so I had no need for the Hundai. It was soley for the purpose of getting to my home from the airport.

Since I was brand new to the Venice area my call to the Venice location was for the purpose of getting information.  Joe was very nice and accomodating on the phone, explaing how to find them and how to maneuver the closest gas station to fill it up with the less than gallon of gas I has used.  There are lots of one-way, have to make a U- turn situations in Venice on this stretch of road and I was alone without my husband for this trip.  By the time we had gone over all of this, I was informed that the cutoff time for drop off is 5:45 p.m. and it was already almost 5:10 or so.  So, I decided to wait until the morning to return the car, being unsure of the route and gassing up procedure.

I moved the car to extreme left side of my driveway and locked it.I used my personal car to go to the grocery store and remained at home the rest of the evening. 

The following morning, Friday at approx. 11:00,  I ventured out to return the car.  I found the Shell station and put in more than a gallon of gas, and then found my way to the Enterprise location on US 41.  I pulled the blue car into the space right in front of the doors.  There were no other cars parked there at this time.  I went into the office and was greeted by the two women behind the counter.  One was already assisting a couple with a rental and the other young women introduced herself as Michelle, the Manager.  I explained that I had left the paperwork on my kitchen table and she replied it was not a problem she could look it up.

Within a few minutes, a young man enters from the back, Joe,  and joins Michelle behind the counter.  She turns to him and says "Let's go check for damage".  To which I reply, "The car was locked in my driveway all night after just driving from the airport.  There's no damage on the car".   The two of them go running out the store front glass doors, leaving me standing at the counter.  I followed them into the parking lot and Michelle immediately zeroes in the drivers side passenger door, about 2-3" inches down from the window.  "There's a scratch!", she proclaims.  "This car has been keyed!".  I'm of course, immediately upset by these claims that this happened while in my possesion,, because it's practically impossible that it did. The car never left the driveway and the neighborhood where I live was deserted with very few full time residents around at this time of year.  Keeping in mind that "keying" a car is a deliberate act and not "accidental", makes this even more suspicious of a circumstance.  

They immediately want my insurance information which is USAA who partner a rental with Enterprise on their website.  That's why I chose Enterprise over the other companies.  I declined insurance because of my coverage with USAA and the fact that I was only going 30 miles. 

Joe took me home in the same car and was very apologetic about this happening to me because I was "such a nice lady".  "It might only be $50 to buff it out", he said in trying to comfort me over the situation.  He got out of the car to hug me because he felt so bad about the whole thing.  He was a new employee and "in training".  He was obviously very uncomfortable with this damage scam he was being trained in.  It couldn't have been more obvious.  

I have spoken at length with both USAA Insurance and a representative from Enterprise and have told both this story at length.  The Enterprise Rep actually  told me "You'd be suprised how many of our cars come back with "keyed damage".  I asked him why that didn't raise a red flag to him about damage being inflicted by employees after the car is returned."  He didn't answer that question.  I personally believe that the keyed damage was done on the car after I returned it, because it was NOT there when I returned it. 

So now I have received a "packet" from Enterprise containing grainy photos of scratchs on a car and now there are even more scratches that appear to be over a wheel on the side panel somewhere.  They are looking for $554.84.  This is a completely fraudulent claim.  I plan to contact the Venice Florida Better Business Bureau as well as the local press agencies to expose this company and their practices.  

I am an ordained Minister with the International Metaphysical Ministry and I cannot accept this situation as fair, equitable and correct business practice. I will never rent an automobile from Enterprise Rental Car and will never recommend them for business.  Should they wish to rectify this incorrect situation, I will gladly state so and clear my opinion of them. 

Should I ever rent a car again anywhere, I will certainly VIDEO all interaction with personel and the inspection process.  In this unfortunate day and age of fraud and theft, we are left no choice in the matter to protect ourselves against it.  12:46:21