X marks the spot

BullionVault

12 June, 2016

Enterprise vs me vs Glynvale Hotel (part one)

On Saturday June 4th at 10:00 I picked up an AMG Mercedes E220D from the Wakefield branch of Enterprise car hire.

At 16:00 I parked it a the Glynvale Hotel at Skegness, where my partner (Jenny Phillips.) and I were staying for bed and breakfast. Free car parking and WiFi were provided.

On Sunday June 5th at 09:45 another guest and I were looking at the damage to the bonnet of the Mercedes caused by a piece of the Glynvale Hotel no longer being attached to the hotel.

I had an instant negative emotion, which I am struggling to shift. I moved the car to allow another guest to leave and my partner went back into the hotel to report the incident.

Jenny, my partner, came back out of the hotel informing me that I had parked there at my own risk. The initial negative emotion became stronger.

Sue and Norman, who run the hotel, have now made an error of judgement. They should have come out, inspected the car and the shattered remains of the piece of their hotel that fell off, apologised and asked for the bill for damages to be sent to them. At this point, they haven't accepted liability but have accepted that they need to critically think about what has happened and what needs to happen next.

They didn't.

Monday at 08:45, I returned the now damaged Mercedes back to Enterprise in Wakefield. More than one hour before I had to, giving them one hour of my time to inspect the car and make decisions. I apologised for the inconvenience I would cause by returning a damaged car. Unfortunately, the Manager, was no different to Sue and Norman at the hotel. He was apologetic but he would be taking all £1,400 of the deposit I paid and it was up to me to make a claim against the Hotel owners.

The Hotel owners and the Manager of Enterprise both act only in their own pursuit of profit. Neither care about what ought to be done or justice. For whatever reason, this is now my problem.

I mentioned justice. This private problem between the Glyvale Hotel and Enterprise is now mine and I must write letters and document everything I do. I will add to it as time goes by and this saga continues. Eventually, it is resolved or a claim through the small claims courts will be initiated. What was a private matter that could easily have been resolved by civilised human beings, is then settled at the public's expense.

Is this what society now is? Sue and Norman have no interest in any damage caused by falling pieces of masonry from their hotel onto their guests cars parked in their car park. Enterprise have no policy of assisting their customers in third party claims. All expenses are immediately passed onto whoever is the easiest to Bill. Ultimately, the tax payer pays for all infrastructure costs for settling this dispute.

The cost of all this is more than financial. It costs us our happiness. I am unhappy at both Enterprise and Sue and Norman. Shaun, the Enterprise Manager will be under pressure to get a premium car available for hire as soon as possible. Sue and Norman will be unhappy when I Bill them £1,400.

What should have happened is that Enterprise send a bill and covering letter to Glynvale and Sue and Norman respond in a civilised manner. Either negotiate the bill down or turn it over to their insurance provider who will.

Details of the car hire, damage charge and hotel follow.

CONFIRMED

Thank you for your reservation.
Your reservation number is 1809714557.

Pick-Up Details

Location
Wakefield
Date & Time
Saturday, June 04, 2016 @ 10:00 AM
Address
165-169 Dewsbury Road
Wakefield, WEST YORKSHIRE WF2 9BQ 
Phone
01924-375000
Hours
Saturday: 09:00 - 13:00



Return Details

Location
Wakefield
Date & Time
Monday, June 06, 2016 @ 10:00 AM
Address
165-169 Dewsbury Road
Wakefield, WEST YORKSHIRE WF2 9BQ 
Phone
01924-375000
Hours
Monday: 08:00 - 18:00

Renter Details

Name
DAVID WATKINSON

Pricing Details

Vehicle Class
Small Premium
Mercedes C Class or similar


Rates
Vehicle

TIME & DISTANCE
2 DAILY @ £45.00
£90.00
Extras

Unlimited Mileage
Included
Damage Waiver
Included
Taxes & Fees

VALUE ADDED TAX (20.0%)
Included


Estimated Total£90.00
ENTERPRISE RENT-A-CAR (YORKSHIRE) VAT #641634450, 165-169 DEWSBURY ROAD, WAKEFIELD,  WF2 9BQ 0192 437 5000
RENTAL AGREEMENTREF#
1335764MHXPW
RENTER
WATKINSON, DAVID
DATE & TIME OUT
04/06/2016 09:53
DATE & TIME IN
06/06/2016 08:40
BILLING CYCLE
24-HOUR
VEH #1 2016 MERC E 4S21
VIN# WDD2120012B315688
LIC# KY65CWG
MILES DRIVEN268
BILL TO ACCOUNT
RETAIL UK WEB PRE PAY
ATTN: UNKNOWN
RIVERSDALE ROAD
EDINBURGH, . EH125QY
CLAIM INFO
2512309068
INSURED: 4885
SUMMARY OF CHARGES
Charge DescriptionDateQuantityPerRateTotal
TIME & DISTANCE04/06 - 06/062DAY£37.50£75.00
REFUELING CHARGE04/06 - 06/06£0.00
Subtotal:£75.00
Miscellaneous Charges/Ref funds
DAMAGE REIMBURSEMENT/DEDUCTIBLE£1,400.00
Taxes & Surcharges
VALUE ADDED TAX04/06 - 06/0620%£15.00
Total Charges:£1,490.00
Bill-To / Deposits
RETAIL UK WEB PRE PAY
TIME & DISTANCE04/06 - 06/062DAY
VALUE ADDED TAX04/06 - 06/061PERCENT20%
Subtotal:-£90.00
DEPOSITS-£1,400.00
Total Amount Due£0.00
PAYMENT INFORMATION
AMOUNT PAIDTYPECREDIT CARD NUMBER
£1,400.00Visaxxxxxxxxxxxxxxxx
This is not a VAT Invoice
DUPLICATE



Glynvale Hotel
Susan and Norman Wood
101 Drummond Road
Skegness
PE25 3EH

Sue and Norman we both pleasant and personable. The Hotel was clean and the food acceptable. I wouldn't park there. I advise some basic personal protective clothing of steel toe capped boots, hard hat and goggles. 
Not suitable for children.

Critical Thought time.
Enterprise is a global company. As it grows, at some point it will become too big to fail. Like the banks. This means it is systemically important and as such more important than all the tax payers. Enterprise, is now big which means that it is more important than me. It can increase damage waivers to whatever it likes as it has no real competition. Actual car owners pay two or three hundred pounds excess fees, not £1,400. Without critical thought by the masses, these numbers continue to grow.

Enterprise are now big enough that they can force the courts into taking on the cost of dispute resolution. The bill for all this goes to the tax payer. The court will eventually decide who pays. They have already decided that it won't be Enterprise, otherwise I wouldn't be writing this. I cannot be the first Enterprise customer to ever find himself in this situation. No, either myself or Sue and Norman will be billed. Their insurance company will follow the path of maximising profit and not pay. The courts are already on their side.

Obviously, a great many people will disagree with a least some of what I have written. However, my key point is this. The courts are bigger than me. Enterprise is bigger than me. However, me and all you are paying for all this as either customers or tax payers. Enterprise should serve us. The courts should serve us. The banks should serve us. The government should serve us. We pay for all this and they do not serve us.

The entire world is the exact opposite of what we are told it is. 

I have filled in Enterprises online email form asking for clarification and 

support as follows;

I returned the car with some superficial damage. Part of the hotel I was 

staying at fell off and impacted upon your car.

I now need all relevant documentation emailed or posted out to me, as well as a covering letter. This documentation will be required for me to forward copies to the hoteliers and eventually, perhaps, to a small claims court. You should be in a far better position than me to know what documents I will need. An important one will be an Engineers report of the damage. Sending an 
automated notice that £1,400 has been taken from my credit card without a covering letter is an appalling level of customer service. 

I have already verbally asked that the Manager of your Wakefield branch send 
bill out to the hoteliers.

Your customer service, when hiring is exemplary. I expect no less now.


I expect a full answer, in a format that is acceptable by the judicial system.



Please make an effort to behave appropriately.

The automated response, so far, is:-


YOUR QUESTION HAS BEEN SUBMITTED


Thank you for your email! We will review your correspondence and reply appropriately as quickly as we are able.


Whatever, no doubt they will send me a copy of the following as they have no fears of the judicial system finding fault with their pursuit of profit.


Your rental agreement will include the following protection products:
Damage Waiver
Damage waiver is included in the price of the rental, subject to the terms and conditions of the rental agreement. Damage waiver reduces the amount you are responsible for in the event of damage to and or theft of the vehicle. The excess amounts applicable with damage waiver are- all cars – 1000.00 GBP- MINI MPVs, MPVs and commercial vehicles - 1150.00 GBP all premiums and 4x4s equals 1400.00 GBP.

No doubt, more will follow.

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