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[Update] Kristen Cockerill won't have to pay for stolen $47K rental car
CBC News ^ | Jan 07, 2014 | Blair Rhodes

Posted on 01/08/2014 3:07:54 AM PST by rickmichaels

A Nova Scotia woman is relieved her fight with an international car rental company is over and she will not have to pay $47,000 for a Mustang convertible that was stolen from a rental lot.

Kristen Cockerill, who had been facing a $47,000 bill to replace the stolen car, said she got a call on Tuesday from Enterprise Rent-A-Car's general manager for Nova Scotia.

"They offered an apology for the experience I've gone through over the last week or so," Cockerill told CBC News.

"It's been extremely stressful, actually, just not knowing where things are going to go, the financial piece hanging over my family. It's been quite stressful. But I'm happy to see it come to an end."

Cockerill rented the car for two days in October. At the end of the two-day rental, she said she returned the car to the Enterprise rental lot on Portland Street in Dartmouth.

Cockerill dropped the car off on a Sunday — most Enterprise locations in the Halifax region are closed on Sundays and people who need to return vehicles that day are instructed to leave the key in a secure drop box.

The next day, Enterprise called Cockerill. The company had the keys, but no Mustang.

Police determined the vehicle was stolen and last week, Cockerill got a bill from Enterprise for $47,000 — the replacement value of the Mustang.

Cockerill's insurance company initially took the position that she wasn't responsible for the Mustang after she returned it to Enterprise, so it wasn't going to cover the cost of the theft.

She said she later heard from her insurance company that it's now negotiating with Enterprise.

"It is in the small print of the contract that I am responsible for the vehicle until they receive it," Cockerill said. "So the insurance is going to cover the cost of the vehicle."

In a statement to CBC News, Enterprise wrote: "We are now thoroughly examining our processes and looking for ways to better communicate with our customers. We want to acknowledge and thank you for bringing this matter to our attention so that we could properly address it."


TOPICS: Miscellaneous
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1 posted on 01/08/2014 3:07:54 AM PST by rickmichaels
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Comment #2 Removed by Moderator

To: rickmichaels
"It is in the small print of the contract that I am responsible for the vehicle until they receive it," Cockerill said. "So the insurance is going to cover the cost of the vehicle."

So she really didn't win...just wait until she renews her car insurance and sees how much her premiums will jump.

3 posted on 01/08/2014 3:25:42 AM PST by Timber Rattler (Just say NO! to RINOS and the GOP-E)
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To: rickmichaels; All
This was posted on Enterprise's Facebook page:

I just want to THANK ALL of you for the amazing support you have shown to Kristen. The Insurance company has agreed to pay the claim for this incident. Please know, she never heard anything from Enterprise, ( they never "worked" with her ) and she is hoping that this story will let people know to be more aware of signing contracts and the small print at the back of contracts. And most of all that Enterprise would review and hopefully change its policies regarding "unsupervised" car drop offs.

4 posted on 01/08/2014 3:30:30 AM PST by Timber Rattler (Just say NO! to RINOS and the GOP-E)
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To: rickmichaels

So in the end Enterprise will get back their $47,000.00.

They can put that towards the roughly $4.7 million in advertising and P.R. costs that will be needed to restore their reputation after this incident.


5 posted on 01/08/2014 3:30:37 AM PST by Junk Silver
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To: rickmichaels
The lady herself in the story posted this statement on Enterprise's Facebook page:

My insurance company is planning to negotiate a fair price to pay Enterprise for the stolen mustang. I will not be penalized on my insurance. I am extremely relieved that the bill is looked after by my insurance. Sadly, Enterprise did nothing to try and resolve this issue. Ideally, I would still love to see Enterprise make changes to how they do business. I would hate to see this happen to the next unsuspecting customer. They told me they have the after-hours drop box available for the “convenience” of the customer. As I wrote in my Better Business Bureau complaint yesterday, this has been one of the most INconvenient experiences I have ever had. Convenience would be opening their doors on Sunday, extending their hours, having surveillance cameras, and making sure that customers are fully informed about the terms of their rental at the beginning of the lease...not when it’s too late.

So, Enterprise is NOT off the hook as far as I'm concerned.

6 posted on 01/08/2014 3:33:42 AM PST by Timber Rattler (Just say NO! to RINOS and the GOP-E)
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To: Yehuda

Hmmm , I rented from them a couple times last year. The last time dropping the car off on a Sunday, keys in box.
Might rethink that the next time. Could rent at the 24/7 airport location, a pain though.


7 posted on 01/08/2014 3:33:53 AM PST by Vinnie
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To: rickmichaels; All

Question: Just about every car dealership has a key drop at their service department, so you can leave your car after hours for service. I do it all the time. Never thought about the liability aspect, if the car was damaged, or stolen, after I dropped it off. Anyone have any ideas?


8 posted on 01/08/2014 3:50:25 AM PST by ken5050 (This space available cheap...)
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To: rickmichaels

It seems to me that Ent. received the car when she dropped it off and put the keys in the box.


9 posted on 01/08/2014 3:53:04 AM PST by Nuc 1.1 (Nuc 1 Liberals aren't Patriots. Remember 1789!)
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To: ken5050

“Anyone have any ideas?”

That would probably be on you, but presumably you have your car insured for theft.

Evidently (and there was a long thread on this the other day and I had a long discussion with another Freeper who worked for a car rental place, not Enterprise) when you RENT a car, you’re responsible for it until the rental company says: ok, we got it back.

To me it seems crazy this situation was even an issue, and I can’t believe it hasn’t happened before, many times.

Did they really think this woman just has 47K around to reimburse them for their car?

Next time I rent a car I’m going to be really explicit with the agent.

I bet the Enterprise reps are going to be sick of this very shortly.

I’m also not clear on how it works with people who don’t own cars (and have no car insurance policies) or people who maybe have cr*ppy old cars that aren’t insured for collision or theft. I mean, those have to be some of the people who rent cars, right?

I just don’t understand why Enterprise doesn’t/didn’t have it own coverage on its property.


10 posted on 01/08/2014 4:01:37 AM PST by jocon307
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To: ken5050
If it was my car that was stolen or damaged after I dropped the keys off, I'd expect my insurance to cover it. (I wouldn't want to leave a particularly nice car overnight in a particularly sketchy area.) Shops and parking garages often post signs disclaiming responsibility for theft or damages.

However, in this case it wasn't even her car, it was owned by Enterprise, and it was stolen from their location. And $47,000 for a Mustang? If I remember this, I'll think twice about renting a car from Enterprise, and they should have been able to predict that this would turn into a PR disaster.

11 posted on 01/08/2014 4:08:39 AM PST by Sooth2222 ("Suppose you were an idiot. And suppose you were a member of congress. But I repeat myself." M.Twain)
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To: rickmichaels
In a statement to CBC News, Enterprise wrote: "We are now thoroughly examining our processes and looking for ways to better communicate with our customers. We want to acknowledge and thank you for bringing this matter to our attention so that we could properly address it."

Translation: We are taking so much negative publicity that we'll eat the $47K and pretend that it's just a big misunderstanding and we are the good guys that will come and pick you up and take out your trash.

Please, please, please rent from us.

12 posted on 01/08/2014 4:08:47 AM PST by USS Alaska (If I could...I would.)
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To: rickmichaels

I have just examined Enterprise. That are lacking any need for my business. I didn’t know this could happen. Heck, it might be an Enterprise manager tipping off thugs about the lot for a little extra cash.


13 posted on 01/08/2014 4:36:08 AM PST by healy61
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To: Sooth2222

And this is how businesses go down the drain. They get into a pissing match and real prickly with people, then real public. Then some other company says they will give an extra insurance for a small fee, and people go there. Who won’t be mentioning this at sometime today while working?


14 posted on 01/08/2014 4:42:05 AM PST by healy61
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To: Junk Silver
So in the end Enterprise will get back their $47,000.00. They can put that towards the roughly $4.7 million in advertising and P.R. costs that will be needed to restore their reputation after this incident.

It's surprising that every drop-off lot does not have one-way gates and full security camera coverage. They should have.

15 posted on 01/08/2014 5:04:35 AM PST by Albion Wilde ("Remember... the first revolutionary was Satan."--Russian Orthodox Archpriest Dmitry Smirnov)
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To: rickmichaels
I don't know how Canadian law would work in such a situation but if she's allowed to I think she should pursue this,”fine print” or not.It's up to Enterprise to take all reasonable steps to prevent such a thing occurring and it doesn't sound like they did.
16 posted on 01/08/2014 5:07:27 AM PST by Gay State Conservative (Osama Obama Care: A Religion That Will Have You On Your Knees!)
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To: rickmichaels

A $47,000 Mustang? Really? What was it a Vintage ‘69 Mach I?


17 posted on 01/08/2014 5:20:58 AM PST by Flick Lives (Got a problem with the government? Have a complaint. Get a free IRS audit!)
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To: ken5050

Drop coil wire into the lock box along with the keys.


18 posted on 01/08/2014 5:27:52 AM PST by CH3CN (Gone Galt 05/25/13)
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To: Yehuda

I quit renting from Enterprise years ago. They will scam you on anything they think they can get away with. Not a good company!


19 posted on 01/08/2014 5:28:59 AM PST by Laserman
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To: rickmichaels; Yehuda
"It is in the small print of the contract that I am responsible for the vehicle until they receive it," ...

I think that once you park it, lock it, and deposit the keys, they HAVE received it. How can they not have at least video security of the lot?

@Yehuda: Smart move on the photo ... I'll start doing that if I rent OTA (other than airports).

20 posted on 01/08/2014 5:34:14 AM PST by Pearls Before Swine
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To: rickmichaels

I thought this was odd from the beginning that her insurance company wasn’t going to pay. And since it’s a comp loss (as opposed to collision), most states don’t allow a premium adjustment. She’ll have to pay her comp ded, but that could be $0.


21 posted on 01/08/2014 5:59:14 AM PST by mykroar (We fight, get beat, rise, and fight again. - Nathanael Greene)
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To: Yehuda
I usually take a picture of the car in the garage right before I leave...

I take a walk-around video of the car, and of the attendant accepting it.

22 posted on 01/08/2014 6:02:30 AM PST by PapaBear3625 (You don't notice it's a police state until the police come for you.)
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To: jocon307

You can buy coverage for the car when you rent it. I rented a car for my son yesterday and bought the coverage. If anything happens to it I can walk away. It goes back today.


23 posted on 01/08/2014 6:03:33 AM PST by Excellence (All your database are belong to us.)
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To: healy61
Enterprise manager tipping off thugs about the lot for a little extra cash

Doubt it. Managers are not just salaried. They are paid for results and they get hit for any losses. Enterprise has one of the best management training programs out there.

24 posted on 01/08/2014 6:06:18 AM PST by showme_the_Glory (ILLEGAL: prohibited by law. ALIEN: Owing political allegiance to another country or government)
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To: showme_the_Glory
Enterprise has one of the best management training programs out there.

Apparently it's not good enough to train their people to recognize going after someone like this is going to cost them more in publicity and lost revenue than any of their fleet vehicles was ever worth.

25 posted on 01/08/2014 6:20:09 AM PST by IYAS9YAS (Has anyone seen my tagline? It was here yesterday. I seem to have misplaced it.)
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To: IYAS9YAS
going after someone like this This was not a managerial decision made at the branch. It would have been executive level. The manager at the branch will take the hit though.
26 posted on 01/08/2014 7:00:05 AM PST by showme_the_Glory (ILLEGAL: prohibited by law. ALIEN: Owing political allegiance to another country or government)
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Comment #27 Removed by Moderator

Comment #28 Removed by Moderator

To: Yehuda

Terrific ideas.


29 posted on 01/08/2014 11:58:40 AM PST by Vinnie
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Comment #30 Removed by Moderator

To: CH3CN

You’re showin’ your age
“coil wire”


31 posted on 01/08/2014 1:09:24 PM PST by nascarnation (I'm hiring Jack Palladino to investigate Baraq's golf scores.)
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To: Flick Lives
A $47,000 Mustang? I checked the Ford Canada website, base on a Mustang Convert is 29 grand. Obviously a rental car has a bunch of depreciation already. So the number sounds way off.
32 posted on 01/08/2014 1:14:01 PM PST by nascarnation (I'm hiring Jack Palladino to investigate Baraq's golf scores.)
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