Enterprise Rent-A-Car credits customer $Four,000 after Go Public investigates

Erica Johnson · Investigative reporter · CBC News Very first published: February 29, two thousand sixteen at Two:00 AM PT

Last updated: February 29, two thousand sixteen at 7:30 AM PT” data-initial-position=”bottom” data-arrow=”false” data-close-trigger=”click” data-max-width=”470px” title=”Very first published: February 29, two thousand sixteen at Two:00 AM PT Last updated: February 29, two thousand sixteen at 7:30 AM PT”> February 29, two thousand sixteen

Bogus car rental harm Two:09

A fresh immigrant to Canada is grateful a Go Public investigation has helped him recover almost $Four,000 after Enterprise Rent-A-Car charged his credit card for harm he says he didn’t cause.

“The only reason I think they [Enterprise] care about my case is that … they don’t like this case to be publicized.”

Arash Parsi, a structural engineer, moved to Canada from Iran with his wifey and youthfull son last spring.

The trouble began after he rented a car from a Richmond, B.C., branch of Enterprise Rent-A-Car in April, 2015, to pick up some groceries and basic supplies.

Arash Parsi says Enterprise told him he owed $Four,000 in harm, ten days after he returned a vehicle. Enterprise blames ‘human error.’ (CBC)

When he returned the vehicle the next day, an employee at Enterprise tested the car and noted no harm.

But ten days later, Enterprise called Parsi to tell him that it had discovered almost $Four,000 worth of harm, and because he was the last driver on record, he was responsible for the repair costs.

“I was fairly astonished,” says Parsi.

Encouraged to make insurance claim

Parsi was adamant he didn’t harm the car, but claims an Enterprise employee told him because he had paid for the rental with his credit card, Parsi should put in a claim with his credit card’s insurance company.

Parsi says he refused, telling he couldn’t make a false insurance claim in good conscience.

Arash Parsi moved to Canada from Iran last year to embark a fresh life with his family. The family recently moved back to Iran. (CBC)

He claims the Enterprise employee told him things could be treated “lightly,” and that “no one would be hurt,” adding that if he did not make a claim he would be “in big trouble.”

Surprising discovery

Parsi asked for photographs of the harm and a copy of the repair bill.

When it arrived two months later, harm was visible, but he was shocked by a photo of the odometer. It showcased Two,035 kilometres — two hundred forty eight kilometres more than when he returned the car.

“I’m pretty sure someone is lounging,” Parsi told Go Public.

In September, Enterprise sent Parsi a letter, notifying him they had charged his credit card almost $Four,000.

Parsi received a call from Enterprise Rent-A-Car ten days after he returned the car, claiming he was responsible for $Four,000 in harm. (CBC)

Reluctantly files claim

Telling he felt worn down, Parsi eventually filed a claim with his TD credit card’s insurance underwriter Allianz , telling them he wasn’t responsible for the harm, but felt compelled to make a claim to recover the $Four,000 Enterprise charged his credit card.

Five months later, he still hadn’t heard whether his insurance will cover the charge.

He says when he called to inquire, he was told his file was under review.

Enterprise responds

As a final attempt to fight back, Parsi contacted Go Public.

No one from Enterprise Rent-A-Car would give CBC an on-camera interview, but in an email company spokesperson Laura Bryant said Enterprise “can only attribute the difference in mileage to human error when the rental car was returned and logged in.”

“We certainly strive to be as accurate as possible at all times, but at times human error creates confusion, as in this case.”

As for allegations an Enterprise employee encouraged Parsi to file a false claim to cover the harm charges, Bryant told Go Public, “That is downright and totally inaccurate.… We just wouldn’t do that.”

After Go Public got involved, Enterprise determined to refund almost $Four,000 on Parsi’s credit card.

Parsi was shocked to see the odometer was at Two,035 kilometres in this photo sent to him by Enterprise. That was two hundred forty eight kilometres more than when he returned the car. (CBC)

Complaints with BBB

Parsi also filed a complaint against Enterprise Rent-A-Car with the Better Business Bureau of Mainland British Columbia.

Because Enterprise didn’t react to the complaint, the BBB gave that Enterprise location an “F” rating.

Across Canada, CBC has learned that four hundred eleven complaints about various car rental companies have been made over the past three years for a multitude of reasons, including fraud.

Universal cost to false insurance claims

Richard Dubin, vice-president of investigative services for the Insurance Bureau of Canada, told Go Public he’s disturbed to hear when a customer feels so worn down by fighting a car rental company that he files a claim for which he doesn’t feel responsible.

Dubin says all Canadians pay the price when insurance companies pay out when they shouldn’t.

“Those charges are passed on to guiltless policyholders in the form of higher premiums.”

Enterprise Rent-A-Car spokesperson Laura Bryant said the difference in the odometer reading can only be attributed to ‘human error.’ (Laura Bryant)

In the United States, the Insurance Information Institute estimates that rental fraud drives up the cost of insurance by about ten per cent for all policyholders.

Consumers suspecting fraud can submit an anonymous peak to the Insurance Bureau of Canada’s toll-free peak line: 1-877-IBC-TIPS

Go Public gets customer money back

Parsi was elated upon learning Enterprise is refunding his credit card $Four,000.

“I truly do thank CBC,” he says. “Otherwise, I’m pretty sure that no one would ever care about my case.”

But Parsi says the ordeal took a toll and caused financial stress..

He and his family recently moved back to Iran.

Tips to avoid needlessly being charged for rental car harm

• Make sure car is washed and clean when probing it before pickup.
• Walk around vehicle, looking for dents, scrapes, abrasions, marks of any kind on door and bumpers.
• Be sure to check windshield for chips and cracks.
• Set smartphone to have a date stamp and time, and photograph all harm you see.
• Inspect interior of vehicle.
• When returning vehicle, take further photos of all car panels and odometer.
• If you do cause harm, take vehicle to a figure shop and get written estimate (can be significantly lower than car rental charges).

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