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Enterprise Rent-A-Car Complaint - I'll Pass On The Next Enterprise Rental - Auto Rental
Auto Rental - Complaint
GARLAND PLANO, TEXAS -- I originally rented from Enterprise in Plano..slightly less $$ than my original destination, Hertz. Major mistake. Only picked Plano Hertz as it’s close to my job, pulled into Enterprise because I rented there last year. The guy that rented me this year’s car allowed me to look it over before we rented because it was a very small car; it sufficed so we accepted it. On one side there was a major scrape to the quarter panel, 5" to 6” high by 3.5” wide(primer & plastic exposed), a scratch on the hood & a button hole dent on the driver door; all documented by AnDrew of the Plano Enterprise location, before I signed the contract. I also paid for insurance removing liability for damages upon returning the vehicle. I was assured there would be a slight reduction in my overall costs if I returned the vehicle early. After 2 full safe weeks, no incidents at all, with more gas in the tank than when I drove it off the lot, I drop the car off early early dark morning, car-washed & vacuumed! I go back a few hours later same morning to drop off the keys, finalize my contract. Lady named Monica asks if its the vehicle that was already there, as in, she saw it when she arrived for work; yes, I reply. After she does her walk around, she walks back inside, announces in front of a room full of people, "Did someone hit you?!, There's damages to this vehicle!" I inform the Lady - apparently in charge of the room - that the damages were there when I picked the vehicle up, to which she responds (to all), "Hold on I have to call about this(shaking my contract at me), I have to make sure, I mean the damage is bad! I see the little notes they made on the contract, but uhh, I mean, this damage is severe! I have to write a report!" So not only am I now embarrasssed by her comments like I'm on hold awaiting the rental car police, but now she's treating me like I have a reason to lie about the car I made sure I returned as I took it, in front of everyone! I wait until she's done with a majority of their customers, while I wait for the rental police, for her to call the Plano location to verify knowledge of these 'horrible damages'.., pre-existing, not of my doing at all, as already noted on the contract, but she has to make sure they're aware of it! She makes her call, I'm standing there listening along with other customers as she talks loudly about how bad the damages are,"I mean its bad, its scraped really bad, its actually dented, you can tell its been hit before!" When she's done with the call, after Plano relates they indeed are aware of the damage(s),she invites me to walk out back with her, contract in hand with the initialed notes, circles, etc. I explain what and why I ended up at their Plano location in the first place. She states she understands, she sees the notes, the initials, that I paid the insurance covering such, but can't believe they rented the vehicle to me in the condition it was in; then she looks at the out of state license plate...Kansas! Monica now states she needs to see if I still owe any kind of balance; of 12 to 15 people originally there when I arrived I’m 1 of 3 left; myself awaiting the State Troopers on the way to have me step into the back office! She tells me she sees they've already charged me for the full amount, but that she can't finalize the charges, they have to. Then its, "Okaaay, you're all done, that's it...that's it" Like I didn't hear her the first time. My accident report reads verbatim, "CUSTOMER RETURNED THE CAR WITHTDAMAGE TO THE PASSENGER SIDE REAR QUARTER. THERE IS A ALSO A SCRAPE ON THE FRONT BUMPER". I walk outside; call the Plano office intending to speak with the original guy, AnDrew, apparently not necessarily as high ranking as this Forest Ln Lady. Woman on the phone says, "he's out all week, can I help you?" I relate all the crap I just endured via the damages on the vehicle I did not create, she states she is aware, she was the one that just spoke with, "that manager". I ask her if there is a chance at minor reduction in charges as I returned the vehicle 4 hours early. She states no, the time for an early return allowance was yesterday, " I have customers waiting, can I call you back at the number you called from?" Yes, I reply..... She has not called me back, it is now 7:39 hours later.
Comments:
Posted by Skye on 2011-11-28:
I think it was dangerous to drop off the car first, then going back to return the keys later. You don't know what could have happened in between the time you dropped the vehicle off and the time you returned the keys.
It's best to return the vehicle and keys at the same time, do a walk around with an employee, to ensure there is no current damage you'll be blamed for.
It's best to return the vehicle and keys at the same time, do a walk around with an employee, to ensure there is no current damage you'll be blamed for.
Posted by onlooker on 2011-11-29:
might I suggest - taking a photo of the car, with the rental person in the photo - showing the damage and then you can confirm what you are saying. I've rented over 25 years with enterprise - no problems like yours with pre- existing damage. But for sure NEVER any discount when bringing cars back early - even when one was 'confirmed', 'guaranteed', or 'promised'.
I like the way she was protecting the company assets, but not the way she made you feel like a criminal.
I like the way she was protecting the company assets, but not the way she made you feel like a criminal.
Posted by clutzycook on 2011-11-29:
Don't you usually get a copy of the initial rental papers? Don't they have space to describe preexisting damage? I would have made sure I had that paper with me along with pictures taken at the time of the rental. But, than again, I would have been real hesitant to take a car with this much damage in the first place--for this very reason.
Posted by Enterprise cares on 2011-12-04:
@johnslastson57
Thank you for bringing this to our attention. I would like to address this situation. Please email care[at]enterprise.com with your contact info, the renting location, and any other details.
When emailing please list reference # 111204-001018 in the subject line.
-Amanda with Enterprise Rent-A-Car
Thank you for bringing this to our attention. I would like to address this situation. Please email care[at]enterprise.com with your contact info, the renting location, and any other details.
When emailing please list reference # 111204-001018 in the subject line.
-Amanda with Enterprise Rent-A-Car
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