Enterprise Rent-A-Car Complaint - Enterprise Let Me Down
QUEENSBURY, NEW YORK -- A few weeks ago my car was hit by a suicidal deer. I needed to have some repair work done and GEICO arranged for ENTERPRISE to rent me a car for the $30.00 per day allowance. I called in advance and made sure they had a car I could get in and out of (I am handicapped). In a very severe snow and ice storm we drove to Enterprise in QUEENSBURY NEW YORK, a 30 miles drive. I felt very pressured into getting into a bigger more expensive car than I had been led to believe my insurance would pay for, but I resisted. I also resisted the additional insurance as GEICO had told me this was NOT needed as I had comp and collision on my car. I also used my charge card for the deposit etc; so in theory I have THAT protection also. I was offered a KIA, and after looking over the car, we drove off. We went home and when we tried to get up my slightly hilly but very icy driveway the car WOULD NOT DRIVE up the slope. After two people came and pushed and after putting shavings and salt down we got the car up the drive. We then looked and discovered that the passengers side front tire was BALD. We immediately called "Road Side Assistance" and were told we could take a TAXI to get a new car---if they could find a place that was open, which of course as this was Friday night there were none. (Not to mention we live in an extremely rural location which the assistance person seemed to think was quite amusing). Further suggestions were also impossible.
I called the office first thing in the morning and they were really not very helpful---wanted us to drive the BALD tire car in the snow back to their location---and then they did not know if they would have a car for us to drive home! After several HOURS they decided to have some one deliver a car to us and take the unsafe car away. This car was a PONTIAC which we looked over very carefully. I signed for the car and the delivery person drove off--WITH THE KEYS TO THE CAR!!!! We immediately called the office which was closed. We called the emergency numbers only to discover that the emergency people have NO WAY to contact ANY actual Enterprise personnel. I also called the local sheriffs office in hopes that they might intercept the delivery person when she returned the car.
I also tracked down the parents of one of the salesman whose name I happened to remember; they were nice enough to call him and he got in touch with the local manager. The keys were returned after dark, thus destroying any hope I had of doing anything that day. The car was also almost empty of gas, and we had paid for a full tank. I received a call from the ALBANY AIRPORT ENTERPRISE manager who is also the Regional Manager looking to "help" with this. Keep this in mind! When we returned the car two days later I was shocked to have some very tall man come out to the car and claim that we had damaged the roof of the car---by "Beating on it with an ice scraper" and that we should sign on the dotted line and they would send us a bill. I refused, and he got another tall man, who had a hard time seeing the minute scratch, and then spent about 5 minutes dragging and digging his fingernail over the roof of the car.
I pointed out to him that myself, my daughter (who had inspected the car) and the delivery girl were TOO SHORT to see the roof of the car without a ladder; this was of no interest to them. I called GEICO right then and there in their parking lot, they told me NOT to sign ANYTHING and that they would see to it. I have attempted to speak to Enterprise corporate, and also sent emails, and also left a message with the "Helpful" Enterprise Regional Manager at the Albany Airport----so far I have heard NOTHING from any of these. I did however receive a FedEx Delivery of the SAME form I refused to sign on Geico's advice, and several snail mail copies also!
Tomorrow will find me back on the phone to these low lifes. I am pretty sure this false scratch that none of us has been able to see--I have ONE LEG I am not risking it on a ladder to try and see the snow covered top of a rental car!---is sheer retaliation for the complaint and return of the first defective car and the unreasonable demand I made for a KEY to the second car! Attitude throughout BTW was crappy.