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Cancelación de reclamación por daños.

Reclamación cerrada No resuelta

Esta reclamación es Pública

Tu reclamación:

A. F.

A: ATESA (Enterprise Rent-A-Car España)

23/02/2022

Entre el 30 de octubre y el 16 de noviembre de 2021 tuve un vehículo alquilado con Enterprise (contrato 4TL74C, a través de la oficina del Aeropuerto Madrid – Barajas, Terminal T4) a través del RACE, como vehículo de sustitución. El día 15 de noviembre (un día antes de la expiración del periodo de alquiler) procedí a entregar el vehículo a la oficina del aeropuerto. Tras una inspección visual exhaustiva por dos personas de la oficina, me comentaron que en el vehículo había pelos que había que eliminar, o en su defecto nos cobrarían 150 € por la limpieza. Como disponía de un día de margen para la entrega, procedí a llevármelo para limpiarlo el casa. Volvimos al día siguiente, 16 de noviembre, y procedimos de nuevo a realizar la entrega. Una persona de la oficina (que también había analizado el vehículo el día anterior) inspeccionó el vehículo y nos dijo que todo estaba ok, pero no nos dio ninguna otra documentación. Cerca de un mes después recibimos una carta, que decía estar fechada el 17 de noviembre, donde se nos reclamaban daños al vehículo. En particular, un “mordisco” a un neumático muy llamativo y fácilmente visible. El montante total de la reclamación ascendía a cerca de 150 €. Para acreditar dicho daño, se adjuntaba una fotografía de detalle del neumático, donde no se veía mas que el “mordisco”, sin poder percibirse a que vehículo correspondía. Al recibir esta notificación, llamamos al teléfono incluido en la comunicación donde transmitimos que: 1. En el momento de su entrega (e incluso el día anterior a la misma), el vehículo fue inspeccionado y ningún daño fue identificado, aun menos uno tan fácilmente visible como un mordisco al lateral exterior de un neumático. 2. La fotografía no permitía acreditar que el vehículo se trataba del que nos fue entregado en alquiler. 3. Incluso si fuera el vehículo que tuvimos en alquiler, entendemos que los daños se produjeron después de la entrega, por lo cual no procedía a pagar los presuntos desperfectos en el neumático. La persona que nos atendió nos comunicó que pasaban el parte y analizarían el caso. Tiempo después, por navidades 2021-2022, recibimos una nueva comunicación, diciendo que los daños se nos seguían reclamando y que, de no pagar, no podríamos acceder a vehículos de la red Enterprise. Como por nuestra parte no nos quedaban muchas ganas de volver a alquilar con esta compañía, dado que entendemos que nos están intentando cobrar desperfectos inexistentes o realizados con posterioridad al periodo en el que estuvo en nuestras manos, decidimos que no íbamos a pagar a pesar de no poder acceder en el futuro a su cadena de vehículos. Hoy, 23 de febrero de 2022, he recibido una llamada de una empresa (Acuerdo, creo) que requerían el pago del importe de la reclamación. Viendo la situación, hemos decidido poner una reclamación a Enterprise, dado que: 1. Nos reclaman daños muy evidentes de un vehículo que, cuando fue inspeccionado por ellos, figuraba como que estaba todo ok. 2. La prueba del daño es una fotografía que no se sabe a qué vehículo corresponde. Además solicitamos que no siga llamándonos esta empresa de cobros. Atentamente.

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Mensajes: (3)

ATESA (Enterprise Rent-A-Car España)

A: A. F.

24/02/2022

Rental Agreement 4TL74CBranch E5C1 Dear Mr. Falkner, Thank you for choosing Enterprise for your car rental needs! My name is Jonathan. I will be happy to help you today. We do apologize for your experience and we will be glad to get this in the right direction for proper assistance. Please provide us with your phone number, so we can send this feedback to the regional management team for follow-up. We look forward to your reply. Kind regards, Jonathan Enterprise Customer Service Translate: Between October 30 and November 16, 2021 I had a vehicle rented with Enterprise (contract 4TL74C, through the Madrid-Barajas Airport office, Terminal T4) through RACE, as a replacement vehicle. On November 15 (one day before the expiration of the rental period) I proceeded to deliver the vehicle to the airport office. After an exhaustive visual inspection by two people from the office, they told me that there were hairs on the vehicle that had to be removed, or else they would charge us Eur150 for cleaning. Since I had a day to spare for delivery, I proceeded to take it with me to clean it at home. We returned the next day, November 16, and proceeded again to make the delivery. A person from the office (who had also analyzed the vehicle the day before) inspected the vehicle and told us that everything was ok, but did not give us any other documentation. About a month later we received a letter, which claimed to be dated November 17, claiming damage to the vehicle. In particular, a very conspicuous and easily visible "bite" to a tire. The total amount of the claim amounted to around Eur150. To prove said damage, a detailed photograph of the tire was attached, where nothing more than the "bite" could be seen, without being able to perceive which vehicle it corresponded to. Upon receiving this notification, we call the telephone number included in the communication where we transmit that: 1. At the time of its delivery (and even the day before), the vehicle was inspected and no damage was identified, let alone one as easily visible as a bite on the outer side of a tire. 2. The photograph did not allow us to prove that the vehicle was the one that was delivered to us for rent. 3. Even if it was the vehicle that we had for rent, we understand that the damage occurred after delivery, for which reason it was not necessary to pay for the alleged damage to the tire. The person who attended us informed us that they would pass the part and analyze the case. Some time later, around Christmas 2021-2022, we received a new communication, saying that the damages were still being claimed from us and that, if we did not pay, we would not be able to access vehicles from the Enterprise network. As for our part we did not really want to rent again with this company, since we understand that they are trying to charge us for non-existent damage or made after the period in which it was in our hands, we decided that we were not going to pay despite not be able to access your chain of vehicles in the future. Today, February 23, 2022, I received a call from a company (I agree, I think) that they required the payment of the amount of the claim. Seeing the situation, we have decided to file a claim with Enterprise, given that: 1. They claim very obvious damage to a vehicle that, when inspected by them, appeared to be all ok. 2. The proof of the damage is a photograph that does not know which vehicle it corresponds to. We also request that you stop calling us from this collection company. Sincerely. customer demand I request that you cancel the claim for damages Central Standard Time) : Cancelación de reclamación por daños. - (CPTES01470417-91)

A. F.

A: ATESA (Enterprise Rent-A-Car España)

25/02/2022

Dear Jonathan, You can contact me at +34 677 909 975

ATESA (Enterprise Rent-A-Car España)

A: A. F.

27/02/2022

Rental Agreement 4TL74CBranch E5C1 Dear Mr. Falkner, My name is Jonathan and I want to thank you for providing the information requested. I have sent your feedback and contact information to the regional management team. They will contact you as soon as possible. If you have any other questions, please contact us back. Thank you for contacting Enterprise. Kind regards, Jonathan Enterprise Customer Service Rental Agreement 4TL74CBranch E5C1 Dear Mr. Falkner, Thank you for choosing Enterprise for your car rental needs! My name is Jonathan. I will be happy to help you today. We do apologize for your experience and we will be glad to get this in the right direction for proper assistance. Please provide us with your phone number, so we can send this feedback to the regional management team for follow-up. We look forward to your reply. Kind regards, Jonathan Enterprise Customer Service Translate: Between October 30 and November 16, 2021 I had a vehicle rented with Enterprise (contract 4TL74C, through the Madrid-Barajas Airport office, Terminal T4) through RACE, as a replacement vehicle. On November 15 (one day before the expiration of the rental period) I proceeded to deliver the vehicle to the airport office. After an exhaustive visual inspection by two people from the office, they told me that there were hairs on the vehicle that had to be removed, or else they would charge us Eur150 for cleaning. Since I had a day to spare for delivery, I proceeded to take it with me to clean it at home. We returned the next day, November 16, and proceeded again to make the delivery. A person from the office (who had also analyzed the vehicle the day before) inspected the vehicle and told us that everything was ok, but did not give us any other documentation. About a month later we received a letter, which claimed to be dated November 17, claiming damage to the vehicle. In particular, a very conspicuous and easily visible "bite" to a tire. The total amount of the claim amounted to around Eur150. To prove said damage, a detailed photograph of the tire was attached, where nothing more than the "bite" could be seen, without being able to perceive which vehicle it corresponded to. Upon receiving this notification, we call the telephone number included in the communication where we transmit that: 1. At the time of its delivery (and even the day before), the vehicle was inspected and no damage was identified, let alone one as easily visible as a bite on the outer side of a tire. 2. The photograph did not allow us to prove that the vehicle was the one that was delivered to us for rent. 3. Even if it was the vehicle that we had for rent, we understand that the damage occurred after delivery, for which reason it was not necessary to pay for the alleged damage to the tire. The person who attended us informed us that they would pass the part and analyze the case. Some time later, around Christmas 2021-2022, we received a new communication, saying that the damages were still being claimed from us and that, if we did not pay, we would not be able to access vehicles from the Enterprise network. As for our part we did not really want to rent again with this company, since we understand that they are trying to charge us for non-existent damage or made after the period in which it was in our hands, we decided that we were not going to pay despite not be able to access your chain of vehicles in the future. Today, February 23, 2022, I received a call from a company (I agree, I think) that they required the payment of the amount of the claim. Seeing the situation, we have decided to file a claim with Enterprise, given that: 1. They claim very obvious damage to a vehicle that, when inspected by them, appeared to be all ok. 2. The proof of the damage is a photograph that does not know which vehicle it corresponds to. We also request that you stop calling us from this collection company. Sincerely. customer demand I request that you cancel the claim for damagesCentral Standard Time) ancelación de reclamación por daños. - (CPTES01470417-91)