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Reservation Number: 1495003068/Rental Agreement Number: 2KF3DZ/Claim Number: 79860574 I booked my v

Reservation Number: 1495003068/Rental Agreement Number: 2KF3DZ/Claim Number: 79860574

I booked my vehicle directly through the Enterprise website. Damage Waiver was already included in my booking and I additionally paid in advance for Excess Protection and Roadside Protection. My reservation confirmation clearly shows these protections and confirms that payment was already taken.

During the rental there was a minor incident which caused a small scratch on the vehicle. I accepted responsibility for this at the return counter in the Dublin Airport branch. Initially the system showed an excess of €2700, but after I presented my reservation confirmation, the staff checked again and confirmed that I had purchased Excess Protection and that my applicable excess was €250. I paid €250 and received a final invoice showing a zero balance.

Nearly one month later I was unexpectedly asked to pay an additional €2450, with the explanation that no excess reduction had been purchased. I provided my reservation confirmation and proof of payment multiple times, but was still told the system does not show the protection.

This is very difficult to understand. If Excess Protection had not been purchased, why was I only charged €250 at the time of return instead of €2700?

It is extremely concerning that protection was paid for in advance, confirmed by staff at the Dublin Airport branch, and applied at the time of return, yet is now being treated as if it never existed.

This situation appears to be caused by a mismatch between the reservation system, the branch system and the damage recovery team records. It has caused unnecessary stress and confusion.

I hope Enterprise Rent-A-Car can investigate this case properly and clarify what the Excess Protection payment covered.

I am still waiting for this issue to be resolved.

Date of experience: Apr 10, 2026