Need Help
Need advice on a rental car damage dispute with Enterprise (Ontario, Canada)
I rented a 2024 Kia Forte from Enterprise in Barrie, Ontario from Feb 14–15, 2026. I had CDW included through a corporate rate.
Timeline:
- Picked up vehicle Feb 14 around 12:11 PM
- Returned vehicle Feb 15 around 12:00 PM
- Employee received the car and let me leave
- No damage was mentioned to me at return
- I was not asked to sign any damage acknowledgment or inspection report
- Final receipt later showed $0 due
About 2 weeks later, I received a damage claim for a small crack on the front bumper. Enterprise later sent photos timestamped around 4:30 PM on Feb 15, which was several hours after I returned the vehicle.
Important details:
- Their internal accident summary says: “Unsure of when or where damage happened”
- They later voided the CDW saying the rental was for “personal use” and not booked through the corporate travel system
- The invoice is about $1,415 CAD for bumper replacement, admin fees, and loss of use
- The odometer at my return was about 46,381 km, but the repair documents show around 46,450 km (about 69 km later). The repair shop is about 69 km away from the branch, so Enterprise may have driven it there before documenting/repairing it.
My position:
- I’m not claiming the damage is fake
- I’m disputing whether they can prove it happened during my rental period
- No damage was identified or communicated at return
- Damage photos were taken after the vehicle was already out of my possession
- I still have not been provided any signed return inspection or proof the damage existed at the exact time of return
Enterprise says their investigation found me responsible and mentioned possible collections if unpaid.
I already filed a complaint with Consumer Protection Ontario and have all emails/documents saved.
Has anyone dealt with something similar with Enterprise or another rental company in Canada/Ontario?
- Did they negotiate?
- Send to collections?
- Reduce the amount?
- Require proof from the rental company?
Any advice appreciated.