Kelly and Katherine Graves had an uneventful return of their rental car, only to face accusations of damage a week later. Enterprise alleged that despite receipts showing gasoline purchases, the couple had mistakenly filled a gasoline-powered SUV with diesel fuel. The vehicle rented by the Kelowna, B.C., couple was designed to prevent such errors.
The company persisted with the claim for months, prompting the Graves to seek legal intervention. Lawyer Abu Khurana highlighted a broader issue regarding rental companies substantiating claims and pursuing customers with minimal explanation, leaving individuals ill-equipped to challenge these demands.
The Graves rented a Dodge Durango from National Car Rental, returned it at Edmonton International Airport, and reported no issues with the vehicle. Subsequently, they were informed of diesel fuel in the engine, leading to pressure for an insurance claim or payment. Nine months later, Enterprise demanded $9,500 from the couple, causing frustration and confusion.
With evidence of gasoline purchases and the vehicle’s fuel system design preventing diesel misfueling, the Graves disputed the claim. Mechanic John Le Van supported their defense, questioning the feasibility of driving with diesel in the tank and the absence of typical engine issues. After legal involvement and queries from Go Public, Enterprise withdrew its claim, citing difficulty in verifying fueling details due to the passage of time.
The importance of meticulous record-keeping was emphasized in the Graves’ successful challenge against the claim. Khurana urged individuals to document interactions with rental companies, retain receipts, and inquire about unclear charges. The Graves expressed their intent to choose a different car rental service in the future, hoping their experience would caution others against unwarranted damage claims.