My wife was in a car accident. She took the car to a repair center and was picked up by an Enterprise Car Rental agent driving a PT Cruiser. My wife asked if this was the car that our insurance covered for us to use while our car was being repaired.
After arriving at the rental station, the rental car agent looked up something in their computer and told her that "yes" this car was covered. The agent filled out some paperwork and had my wife sign and initial the form. No unusual information was mentioned. The car repair was finished 25 days later and when my wife returned the car, she was presented with a bill for over $600. She was astonished and asked what the bill was for. She was told that the PT Cruiser was an upgrade over what our insurance covered, and the bill was for the difference.
My wife went thru the entire story, after which the car agent she dealt with was brought in. That person disagreed with my wife's story and insists that the upgrade cost was discussed upfront. (As an aside, my son was with my wife when she picked up the car, and remembers it exactly as my wife does.) My wife refused to pay, so the agent asked her if she would be willing to pay half of the charges.
My wife refused to pay again, so the rental agent threatened her with a collection agency and gave her the number of an Enterprise district manager to call and argue with. This incident is not over; since then my wife has found other people who also encountered surprise car upgrade charges with Enterprise Car Rentals.
We plan on bringing the incident to as many local TV Investigative reporters as possible so other victims can come forward.
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