Small print on Enterprise car rental deal has costly consequences

Here we go again with the small print.

Found on www.oregonlive.com/ and brought to you by Car Repair Salinas

Published: Saturday, June 18, 2011, 8:00 AM     Updated: Saturday, June 18, 2011, 10:51 AM

By Laura Gunderson, The Oregonian

 

Ah, convenience. It's just so darn handy -- until you have to pay for it.

That's what Angella Theunissen found after she arrived at the Beaverton body shop that had just finished working on her car. The shop, Precision Body & Paint, offered a deal with a nearby Enterprise Rent-a-Car that had allowed Theunissen to drop off her car, sign up for a rental and then return it to the body shop when done.

A number of other local mechanics and dealerships offer similar programs, which many consumers use. In fact, Theunissen had gone through the process several times before at the dealership where she typically takes her car.

This time, however, something went wrong. The day after she'd dropped off the rental at Precision, Theunissen got a call from Enterprise asking for $728 to cover the damage to its car. You can see where this is going. Theunissen was puzzled, as she's sure she dropped off the same spotless rental she'd picked up. But Enterprise sent over pictures of the car with scratches and dents on its front bumper.

 Theunissen contends that she'd handed the keys over to the body shop, which Enterprise had referred to as an "authorized third party."After that, she said, she figured the car was no longer her responsibility. But wording in the contract she signed makes it clear -- in itsy-bitsy type -- that that's not the case.

While the clock may stop on the rate you pay to use the car, it continues to tick away in most cases in terms of your responsibility for the vehicle. The contract's not complete until the rental company's rep takes that crucial cruise around the car.

Now Theunissen appears to be stuck. Enterprise, which didn't respond to questions before The Desk's deadline, sent Theunissen a bill for $728, piled on nearly $250 in additional fees and loss-of-use charges. And, because she hasn't yet paid, the company told Theunissen that she can't rent a car from it or its subsidiaries Alamo and National.

Even with the added fees, Enterprise's charges fall below Theunissen's $1,000 insurance deductible.

"I just really don't know what to do -- it wasn't me, but there's no proof," she said. "I've tried negotiating with Enterprise, but they won't do anything -- other than continue to send me threatening letters."

As far as The Desk can tell, the issue is addressed only briefly in the section of Enterprise's contract that defines its terms. The rental period is defined as "between the time renter takes possession of vehicle until vehicle is returned and checked in by owner." The owner, another definition explains, is Enterprise.

At the same time, it would seem Enterprise should make such an important point clear to customers who aren't initiating a typical rental. And the issue could also apply to customers who drop cars off near rental car lots after hours. That's something to consider as you plan summer vacations -- hand those rental keys over to a real person and maybe even video that final walk-through.

Charles Dillard, finance director at Precision Body & Paint, said his company's policy is to explain to customers that they remain responsible even if they drop rentals off at the shop. But he didn't hear anyone say that to Theunissen, either.

Theunissen said she doesn't recall reps from the body shop or Enterprise explaining the implications of where she chose to drop off and how that choice really matters as it could leave her responsible for a car that was no longer in her possession.

The Desk called six Enterprise offices in the Portland area and asked reps to describe the process of using a rental while having a car repair. The Desk had to ask incredibly pointed questions to get to the level of detail involving when the contract ended, both in terms of payment and responsibility. Only one of the six reps volunteered information about that part of the transaction, and she warned against leaving the car at the body shop.

"It's just safer," she said, emphasizing the convenience of having the rental agency drop you off at the body shop.

So handy.

-- Laura Gunderson

The Oregonian