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There was more than a bit of public indigence following the recent story of Enterprise Rent-A-Car billing a customer $47,000 to replace a Ford Mustang GT Convertible stolen from a Nova Scotia lot. To recap: Kristen Cockerill rented the Mustang for two days, returned it to the lot on a Sunday and left the keys in a secure dropbox only for Enterprise employees to find the car gone the next day.

Despite Enterprise policies stating that customers are responsible for vehicles dropped on off-days, the company has admitted that the situation could've been handled a bit better.

In a recent statement, Enterprise has backed off the big-bill story, and claims to be working with Cockerill and her insurance company to resolve the issue. Further, the Enterprise general manager overseeing Nova Scotia has spoken with the harried renter, and apologized "for the way this claim was handled during the last few months."

Enterprise maintains that it is now examining the process by which it communicates with customers, especially in extraordinary circumstance like these, we'd expect.


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  • 29 Comments
      BlankaLi
      • 11 Months Ago
      In other words: Oh, this story is public? Um, we're sorry for asshatness handling of the situation."
      360_AD
      • 11 Months Ago
      I don't see how this is any of the renter's fault or her insurance company's. If anything, it should be a big slap-in-the-face wake up call for Enterprise and all rental agencies regarding the security of their lots and their return procedures.
      Mickey Pear
      • 11 Months Ago
      U would think rental companies would have lojack on all there vehicles no matter what. If the vehicle was stolen from the lot, but not by someone breaking in and getting the keys to steal it takes it out of the customers hands.
      Rochester
      • 11 Months Ago
      Every time I'm reminded of this incident, the first thing that comes to mind is how in the world a Ford Mustang could have a $47K sticker price on an Enterprise Rental. That's just weird.
        Kevin Gregerson
        • 11 Months Ago
        @Rochester
        Not only that, I know enterprise isn't paying msrp on their vehicles. If a customers vehicle was stolen then reimbursement is what the vehicle was worth at the time of theft.
          truewhiteboy
          • 11 Months Ago
          @Kevin Gregerson
          Pretty sure Canada's pricing is higher.
      mitytitywhitey
      • 11 Months Ago
      This is Enterprise's asset and they should have theft insurance on their own vehicles parked in their own lots.
      brandon
      • 11 Months Ago
      Stupid Enterprise. You shouldn't be working with the renters insurance company, you should be working with your own. If I were the insurance I would deny the claim due to negligence on your part to provide an area for safe dropoff in the event of dropping the car off after hours.
      Judyz
      • 11 Months Ago
      Many people may not be aware of just how shady car rental companies have become in Canada. They routinely charge multiple customers for the same unrepaired damage,etc.
        • 11 Months Ago
        @Judyz
        [blocked]
          yonomo200
          • 11 Months Ago
          In other words, do not sign that contract without a walk around. Make sure they note any and all damage or you can be held responsible.
          yonomo200
          • 11 Months Ago
          No. If you do not do a walk with the agent, you are responsible for any damage which may be found whether it was there previously or not. YOU must insist that they do a walk around even if they do not offer.
          Narom
          • 11 Months Ago
          Actually they are responsible for the walk, whats to say any damage you cause wasn't there before hand?
          Kevin Gregerson
          • 11 Months Ago
          yep, I got as far as to take pictures every 3 feet with my nokia camera. If there is a claim against me they better have proof better than me. the part that kills me though, i did report damage while under insurance which was part of our corporate package. They said that it was nothing. It was car wide damage of the paint and windshield resulting from 70mph winds kicking rocks up on the car on the freeway. Left little knicks and chips all over the car and windshield.
      Tony Akinremi
      • 11 Months Ago
      Always take the Rental Car Company Insurance.
        ufgrat
        • 11 Months Ago
        @Tony Akinremi
        Ha! You know, I was once forced into taking the rental insurance even though my personal car insurance specifically states "This policy applies to rental vehicles". Said so on the insurance card, and in the text of the policy (and no, it didn't mean the insurance company would pay for a rental if my car was trashed-- that was a separate part of the policy). Having said that, when I worked for a national rental chain with a 24 hour drop off, there was a lockbox you turned the keys + paperwork into. Once that happened, the car was "ours", although of course there's nothing to prove you actually returned the car at the same time as the keys. The one exception was the guy who handed the keys to "someone"-- and wasn't sure who (or if they had a company uniform). We never saw keys or car again, and I think eventually someone's insurance covered it-- whether it was the customer's, or the insurance ride from the rental company, I don't recall. I seem to recall he did get charged for the extra three days it took until we found out he didn't still have the car, though.
        Andrew Pappas
        • 11 Months Ago
        @Tony Akinremi
        Why should I pay extra because they can't man a return person?
      Dave
      • 11 Months Ago
      First State Chevrolet... Take Note..
      audisp0rta4
      • 11 Months Ago
      It must suck, shoving you big corporate foot up your mouth. Huh, enterprise?!
      Carac
      • 11 Months Ago
      I guess they wanted to avoid a 1st State Chevrolet social media situation.
      • 11 Months Ago
      [blocked]
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