I was charged £260 to replace a £15 part.

Enterprise Car Rental - enterprise.com
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NickWilliamson's review of Enterprise Car Rental - enterprise.com

“I was charged £260 to replace a £15 part.”

★☆☆☆☆

written by NickWilliamson on 19/10/2012

I was charged £260 to replace a £15 part.

I rented a van from Enterprise. As I was returning the vehicle, a bus clipped the wing mirror and popped off the rear cover. The rest of the wing mirror wasn't damaged, the glass wasn't cracked.

I told the branch what happened and they said they had to send off the van to replace the cover. The cover can be bought for £15 or less. A few days later I was told that the garage had replaced the whole wing mirror and that I was to be charged £260!

The money was taken out of my bank account immediately. I had no means to discuss this before the work was carried out and Enterprise now refuse to discuss the matter with me.

I feel like I have been swindled. I will never use this company again and I will encourage my friends to do likewise.

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Enterprisecares's Response to NickWilliamson's Review

Written on: 19/10/2012

We’ve taken note of your complaint. As customer service is of the utmost importance, we would like the opportunity to look into this concern for you. Please contact us at care[at]enterprise.com with complete details, including your contact information, rental agreement or "DX" damage claim number and any further information regarding your experience with us.

When emailing, please list Reference Number 121019-001029 in the subject line. We look forward to hearing from you.

Respectfully,
Genelle
Social Media Coordinator
Enterprise Rent A Car

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Nickwilliamson's reply to Enterprisecares's Comment

Written on: 25/10/2012

After a week of phone calls, I was finally told the reason I was charged £260 to replace a £15 part.

Enterprise could only buy a replacement part from their preferd vendor. This vendor did not sell the £15 part on it's own, they only sold a complete wing mirror assembly that cost £130. Then there was more labour to replace the whole wing mirror compared to replacing just the cover so £15 went to £260.

I feel I have been penalized for following the correct procedure. I could have not told them of the accident and bought a genuine Ford rear cover and replaced it myself. One of their coordinators even agreed with me on this point!

I am a very dissatisfied customer. I will not use your company again and I will tell my families and friends to do likewise.

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