I brought my 2016 Subaru Outback in for damage to the drivers-side, rear quarter-panel. The estimate process was quick and painless; I was in and out. They informed the insurance company, and everything was set. All I had to do was come in a few days later, there was an Enterprise person there to take me to my rental car that I was to use during the repair process. Every two days while they had my car, they would call with a nice update, letting me know how the repairs were going. After [about] 2 and a half weeks, they called me to let me know the car was ready. When I picked it up, the damaged area looked fantastic; you absolutely could not tell there was ever any damage. They even detailed the car for me, it looked great.
Now, here is the caveat, there are two of them. They called me 1 hour and 45 minutes before they closed for the day to tell me the car was ready. They also informed the insurance company about this as well. The insurance company said that they would no longer pay for the rental past Huber's close time. I work an hour away - without traffic - from Huber, and had to hustle to get back to Huber to pick up my car before the rental company had to start charging me for the vehicle. I wish they would have waited until the next day to let me know, so I could have had more time to pick up my vehicle.
This leads to caveat #2. By the time I got to Huber, they were :15 minutes from closing, so I had to quickly check in with Huber, and move my stuff from the rental car to my car. I did a quick once-over of the damaged area and drove home, which is about 3 miles from Huber. When I got home, I noticed some damage that had not been on the car when I brought it into Huber. It is not bad damage, a small gash that looks like something hit it, but is damage ... down to the metal. Huber was closed at this point, so I had to wait until the next morning to go back to show them the damage that was done to my car while in their care. Who looks at a non-damaged area of a car for new damage when they leave a repair center? A manager looked it over and informed me that, because I left with the car, that there is no way they could be liable for the damage. This was upsetting.
What Huber should do is what all rental car companies do when you rent a car. When I dropped off my car, they should have walked around and noted all existing damage with me. When I picked up the car, they should have done another walk-around. As it is, nobody even went over my car with me at all. They just handed me my keys and pointed to my car in their parking lot. I attribute this to them calling me at the last minute. Like I said, I wasn't even able to get there until :15 minutes before they closed; I assume all of the main staff had already gone home for the day, and couldn't do a walk-around with me.
Although I am happy with the repairs, I am extremely unhappy with them causing extra damage and not taking responsibility for it. If you use Huber, make sure they do a walk-around with you before and after. Insist upon it!