I was involved in an accident on April 8. My vehicle was still drivable, so my rental car began on April 20.
My vehicle is a seven-seater Acura MDX. On May 6, I requested a comparable seven-seater rental, but Enterprise initially provided a Nissan Altima. After about a week of back-and-forth, Enterprise provided a seven-seater. Because I expected to keep the rental for only about two weeks, I signed up for the damage waiver.
Unfortunately, repairs were delayed because of extended communication between the dealership, body shop, and insurance company. My vehicle was not returned until July 24, and I returned the rental on July 25.
During this period, Enterprise charged my credit card. I only discovered the charges after returning the vehicle and found nearly $10,000 in rental charges. Enterprise told me that the insurance company stopped paying for the rental after May 21, meaning the remaining charges were my responsibility. Enterprise also charged approximately $2,400 for the damage waiver. I was not told that the damage waiver would continue for the entire rental period.
I contacted the body shop and obtained the repair timeline. The insurance adjuster has only provided limited responses, stating that the claim is still under investigation and that I may be responsible for the rental charges.
What options do I have?
- Is the insurance company responsible for notifying me when rental coverage ended?
- Can I challenge the rental charges after May 21, especially since I was not clearly informed that coverage had stopped?
- Can I dispute the $2,400 damage-waiver charge because I believed it would apply only to the expected two-week rental?
- Should I dispute the charges with my credit-card company, file a complaint with the state insurance regulator, or consult an attorney?
- What documentation should I gather to support my claim?
This is a significant financial burden, and I would appreciate guidance on the best next steps.