On November 3, we rented a car at the Ontario Airport. \r
The paperwork process went smoothly and we were quickly escorted out to choose a rental car. We chose to take out the additional rental car insurance at the time of the rental.\r
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Two hours later, while driving on the 215 freeway, south-bound, we were struck from behind by another vehicle. We were able to pull to the shoulder and get out of traffic. In the mean-time the driver who hit us, took the next exit on the freeway and sped away.\r
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After calling 911 and getting advise from the operator, we proceeded on to our destination. The next day, we spent the morning at the local CHP office filling out paperwork regarding our hit and run accident. \r
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The following day, we went to our local Enterprise Rental Agency in Hemet and reported the accident. Since there was no replacement vehicles available, we waited all day, until 6 pm when one became available. The staff were very helpful.\r
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We returned the replacement car to Ontario on 11/10, when we then took the rental bus to the terminal to catch our flight. While in the terminal, we noted that we had only been charged for the days that we had rented the vehicle. The additional charge for the Enterprise auto insurance had not been included on our charges. We made a mental note to call Enterprise upon arrival home to pay the addition charge that had been omitted.\r
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Upon arrival home, we had a letter from the claims division at Enterprise in Kansas City. The letter included a phone number to contact the Damage Recovery Unit with our insurance and/or credit card information to pay for damages.\r
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We called and spoke to the Claims Recovery person and explained the circumstances to him. The next day, we went to our insurance agent, who faxed a copy of the signed contract, indicating we had taken out the additional Enterprise insurance, copies of the CHP accident report, a letter explaining the details of the accident, and pictures of the damaged vehicle.\r
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After waiting 6 days to hear from Enterprise, we called today and was informed that nobody in the office had received our faxed reports. We had a confirmation that the fax had indeed gone through at the fax number that was on the Enterprise letter. Also, of note is the fact that the contract, which had our initials on it, taking out the insurance, had apparently not been entered into the Enterprise computer system.\r
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Bill ask for the name of a contact person so that we could re-fax the forms to a specific person but nobody in the office was willing to give us the name of a contact person to help expedite the process and get this resolved. The service definitely isn't very personal.\r
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In 40 years of renting cars, we have never experienced such stress and mishandling. Of course, we have never been involved in a hit and run accident so I'm sure that you don't know how good the service of a company is until you have a need for that service. \r
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I won't say it ruined our vacation, but the additional time spent filling out reports and trying to do the right thing and ensure that all the paperwork was in order did consume some of our precious time with family. Then to come home and have to go through additional stress and hassle because, apparently an Enterprise employee didn't follow protocol when appropriately entering the rental information into the computer, makes us lose faith in the company as far as employee training and efficiency in service is concerned.\r
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Once again, we will attempt to fax, scan and perhaps mail all the needed copies of documents to your company and hope that someone in that great sea of unnamed employees will take up our cause and resolve this claim without more stress and hassle on our part.
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