3 On Your Side

Enterprise Rent-A-Car bills man $2,700 for mystery damage

Posted: Updated:
Steve Gaffney said he got a bill from Enterprise over damage he didn't cause. (Source: 3TV) Steve Gaffney said he got a bill from Enterprise over damage he didn't cause. (Source: 3TV)
Enterprise sent Gaffney four very grainy photographs that reportedly shows the damage, but it's difficult to make out. (Source: 3TV) Enterprise sent Gaffney four very grainy photographs that reportedly shows the damage, but it's difficult to make out. (Source: 3TV)
So, 3 On Your Side got involved and we asked Enterprise to look into the issue. (Source: 3TV) So, 3 On Your Side got involved and we asked Enterprise to look into the issue. (Source: 3TV)
They decided they will no longer pursue Gaffney or his insurance company for that $2,700 after all. (Source: 3TV) They decided they will no longer pursue Gaffney or his insurance company for that $2,700 after all. (Source: 3TV)
(3 ON YOUR SIDE) -

Steve Gaffney says he couldn't survive without a vehicle. So, you can imagine his frustration when he was attempting to turn into a Cosco parking lot recently and wound up getting hit by another driver.

“It was totaled. The cop who was there said it was pretty much totaled. I could tell because the drivetrain was laying on the ground," Gaffney told 3 On Your Side’s Gary Harper

Gaffney snapped some pictures of his wrecked truck and eventually learned later that it was, in fact, a total loss.

As a result, Gaffney’s insurance company made arrangements for him to rent a truck from Enterprise Rent-A-Car while he looked for a new vehicle to buy. He says he rented a pickup truck and drove it for nearly three weeks before finally returning it.

Gaffney says he returned that rental truck to an Enterprise on Bell Road. When he was there, he says an employee went around the truck thoroughly inspecting it. Gaffney says that the Enterprise employee then told him the truck looked great and that he could go.

Gaffney says a little more than two weeks went by and that's when he received an unexpected notice in the mail from Enterprise.

The notice said the truck he returned had extensive damage to the undercarriage.

How much damage? $2,700 worth.

But Enterprise says it would make it easy for him. The rental company says they could charge his credit card that they had on file or they could ask his insurance company to cut them a check.

Gaffney says he couldn’t believe it.

“What did you do to the truck, Steve?" asked Harper.

“I did nothing to it,” he responded, chuckling. “It was in good or better shape than when I check it out."

[SPECIAL SECTION: 3 On Your Side]

Enterprise also sent Gaffney four very grainy photographs that reportedly shows the damage, but it's difficult to make out.

Regardless, if there was damage, Gaffney says it certainly didn't occur on his watch.

"I stayed on city streets just like my other truck. No trips up north or anything like that," he said.

So, 3 On Your Side got involved and we asked Enterprise to look into the issue.

They did and decided they will no longer pursue Gaffney or his insurance company for that $2,700 after all.

In an email to 3 On Your Side, an Enterprise spokesperson writes, "Sometimes, damage is not readily observable during the return process and only discovered when the vehicle is driven or later inspected. In such instances, a customer is personally called to discuss how the damage might have occurred as soon as possible. Unfortunately, this initial step was missed in this case...." They went on to say they are "...closing this claim because our notification procedures were not followed."

Gaffney says he sure is glad he's not responsible for the damage he didn't cause and says it only happened with the help of 3 On Your Side.

"I think it's great for Phoenix and Arizona to have 3 On Your Side basically, I mean that's what I feel like. I had the support of the station, so I'm very pleased," he said.

Click/tap here to download the free azfamily mobile app.

Copyright 2018 KPHO/KTVK (KPHO Broadcasting Corporation). All rights reserved.


  • Recent 3 On Your Side storiesMore>>

  • 3 On Your Side

    WARNING: Your debit and credit card can be "cloned."

    WARNING: Your debit and credit card can be "cloned."

    Monday, April 23 2018 11:18 PM EDT2018-04-24 03:18:54 GMT
    Sierra Gosnell said she nearly didn't pay her rent on time because somebody "cloned" her Visa card. (Source: 3TV/CBS 5 News)Sierra Gosnell said she nearly didn't pay her rent on time because somebody "cloned" her Visa card. (Source: 3TV/CBS 5 News)
    Sierra Gosnell said she nearly didn't pay her rent on time because somebody "cloned" her Visa card. (Source: 3TV/CBS 5 News)Sierra Gosnell said she nearly didn't pay her rent on time because somebody "cloned" her Visa card. (Source: 3TV/CBS 5 News)

    Fraudulently activity happens all the time through "cloned" cards.

    More >

    Fraudulently activity happens all the time through "cloned" cards.

    More >
  • VIDEO: Tips to finance your car purchase

    VIDEO: Tips to finance your car purchase

    There are many misconceptions when it comes to getting your new car financed. Gary Harper tells us how to navigate your purchase.

    More >

    There are many misconceptions when it comes to getting your new car financed. Gary Harper tells us how to navigate your purchase.

    More >
  • 3 On Your Side

    El Mirage wants fee paid for dismissed ticket

    El Mirage wants fee paid for dismissed ticket

    Friday, April 20 2018 12:52 PM EDT2018-04-20 16:52:07 GMT
    (Source: 3TV/CBS 5)(Source: 3TV/CBS 5)

    A photo radar ticket was dismissed because a car was registered to a West Valley man who wasn't driving, someone else was. So the ticket was tossed in 2012. Still, the City of El mirage wants its $144 and officials say they have every right to collect.

    More >

    A photo radar ticket was dismissed because a car was registered to a West Valley man who wasn't driving, someone else was. So the ticket was tossed in 2012. Still, the City of El mirage wants its $144 and officials say they have every right to collect.

    More >

Gary HarperGary Harper is the senior consumer and investigative reporter for 3 On Your Side at KTVK-TV.

Click to learn more about Gary.

Gary Harper
3 On Your Side

With more than 20 years of television experience, Gary has established himself as a leader in the industry when it comes to assisting viewers and resolving their consumer-related issues. His passion and enthusiasm have helped him earn an Emmy for Best Consumer Reporter from the National Academy of Television Arts and Sciences. He’s also garnered several Emmy nominations

He has negotiated resolutions with companies of all sizes, including some of the biggest corporations in the nation.

Gary has successfully recouped more than $1 million for viewers around the state, making 3 On Your Side one of the most popular segments on KTVK and the station's Web site.

He's best known for investigating and confronting unscrupulous contractors. In fact, many of his news reports have led to police investigations and jail time for those who were caught. Viewers, as well as the companies and people he investigates, regard him as consistently being thorough and fair.

Gary has been with KTVK-TV since 1997. Prior to his arrival in Phoenix, he worked for WZZM-TV in Grand Rapids, Michigan, where he was as an anchor and reporter.

Gary is from Chicago, but launched his television career in Lubbock, Texas, after earning a broadcast journalism degree from Texas Tech University. Following his graduation, he was quickly hired by KLBK-TV in Lubbock, where he enterprised and broke numerous exclusive reports. His aggressive reporting in Texas helped garner him Best Reporter by the Associated Press.

Gary has been married since 1994 and is the proud father of two sons. When he's not helping viewers, Gary is busy catching up on his favorite college and professional football teams as well as cheering on his beloved Texas Tech Red Raiders.

Hide bio

Contact 3 On Your Side