Enterprise Rent-A-Car Complaint - I have cause to believe a worker may have stole a bag that I had left in the rental car!
PHILADELPHIA, PENNSYLVANIA -- I rented an economy car from Enterprise from the Philadelphia Airport location for 2 days over Easter weekend.
From the start, the representative whom finalized all the necessary paperwork was really snub and asked intrusive questions such as how I got to the airport, and why after I just returned a different rent-a-car to a different company, why I was renting another rent-a-car, and then looked at me like I had 6 heads when I mentioned the rate being cheaper. She also felt compelled to add how my rental was "weird" since it was for such a low rental rate and included that she was unsure if she "likes the idea." It kinda felt as if she under minded my pocket because I took advantage of a great deal, and rated me second class. She definitely wasn't that friendly.
The real problem occurred upon returning the car at 8pm that Sunday, when I left a larger black Dior makeup case (about 10" by 6" with two compartments) filled with a little under $600 dollars worth of luxury makeup, perfume, and hair products in the car by accident on the floor behind the passenger side seat in the back. It was not until the next day in the afternoon when I went to put my face on that I realized my case had been forgotten.
Instantly, I found the number online and gave a direct call to PHL Airport Enterprise. At first call, I was forwarded to voice mail and given the direct numbers to the managers on duty, which I called and left a message over voice mail to both managers. I also decided to call the direct number once more and was lucky enough to speak to someone in customer service... upon researching, it was concluded that the car had been rented to someone else and was due back the following day. He also included that nothing had been placed in the lost and found, and the best he could do was put a note in the computer system for whomever checks the car back in so that they can ask if the prior customer found anything in the car that did not belong to then, specifically a black case with makeup, etc. It was at that time, that I asked if it would be possible to contact the current renter by phone and directly ask the person. I was told that they would try to. Also at this time I stated that I would foster a reward as incentive. After speaking to the manager as well a few hours later it was concluded the best thing to do would be to follow up the following day once the car had been returned.
Upon following up, my bag was still not placed in lost and found, and when I questioned if the other renter had been questioned, nothing was responded which lets me know the issue wasn't handled properly. It was at this time that I was reminded that Enterprise is not responsible for lost items, and when I reiterated that I would be happy to foster a reward, I was told that Enterprise would not allow their employees to accept rewards and that its useless to offer.
What I don't get is, how can a bag disappear into thin air? I'm absolutely positive that it was left in the rental. Also why wasn't it found while the car was being cleaned and prepared for the next person. For example, had I burnt a hole in the backseat with a cigarette, I'm sure I would have heard about it, and been held liable.
I find it really convenient that most of the girls I saw working there had the exact same skin tone as me and that my bag filled with luxury makeup, perfume and hair products that were barely used could not be found. It wasn't until the hesitation and unwillingness in the managers voice to take the extra steps in order to get to the bottom of the problem, and the neglect of asking the renter as he returned the car, if anything was found, also makes me believe that one of the representatives at PHL airport Enterprise may be being dishonest and may very well have my bag but did not admit to finding it, and neglected to place it in lost and found. What really bothers me is the fact that the uncaring manager had no remorse to figure out if they have dishonest people working for them, which really reflects negatively on the company's customer service.
In conclusion, Customer Service is getting worse and worse these days, when you leave something in an Enterprise car and return it to PHL airport its as good as gone!