Complaint Review: Enterprice Rent-A-Car Company

I am decidedly not in the habit of writing individuals or company executives for redress of grievance and Im loath to initiate the process now, but just plain fairness (not to mention a need for common courtesy), a powerful sense of wounded justice, and a flagrant violation of my rights as an abused customer compel me.

This past weekend (Friday, February 24 through Sunday, February 26, 2012) I was scheduled to visit my 78-year-old mother who had recently undergone emergency surgery in New York, for a broken right tibia (in two places) and a broken left foot and had just been placed in the Nursing and Rehabilitation, in New York, to recuperate in a painful recovery process. My fiance and her 75-year-old mother accompanied me on the drive to New York from Maine, on this mission of mercy only to discover that at every possible turn we were thwarted by the sheer incompetence, the indifference to our plight, the initial predatory salesmanship offer, and the blinding bureaucratic rigidity of company representatives at every level of management.  

I had contracted with rental agent in Portsmouth, New Hampshire, to pick up an economy car for a special weekend rental fee of $9.99. The agent explained, however, that this rental fee was virtually meaningless because the real cost, never spelled out in the 2 explanatory billing, was actually roughly 25 cents a mile (or a similar figure) for every mile over 26, making my actual bill come to $118.15 for three days. After some finagling with the figures, the agent  magnanimously reduced the fee by $56, presumably to look generous and sweeten the deal. According my bank statement The amount has not been refunded me at all. I had no idea what the rationale was for the preliminary figure nor the basis for the subsequent reduction. They were never explained to me, and nothing in the contract I received ever illuminated the issue.  

That initial gaffe, however puzzling, unprofessional and manipulative, was relatively minor compared with the run-around I received once I arrived at the Nursing and Rehabilitation on Long Island. When we left the rental car, a blue Hyundai Elantra, at the Center at approximately 8:30 p.m. Friday night (February 24) to visit my mother in the Center, the alarm went off, and I had no means available to remedy the problem, nor any apparent way of restarting the car. When I phoned the company, I was told that I needed but was not given an electronically controlled, remote key (only a plain starter key, along with the contract), without which the car would not restart and the alarm would continue to go off every 30 seconds or so. No further information about the car was provided. Naturally, I phoned the Enterprise roadside assistance office only to discover at 8:45 p.m. that that dealership and all other dealerships useful to me  were closed for the evening and that I should call back in the morning. The agent, a Caylin (spelling uncertain), gave me a confirmation number  and concluded by instructing me to call back for roadside assistance at 9 a.m. on Saturday, February 25, 2012, in order to obtain a replacement car.  

Then, believe it or not, for 9 hours and 20 minutes, starting at 9 a.m. the following morning I was reduced to impotent fury by one agent after another, each of whom, and there were at least eight (8), promised me that a replacement car would be obtained from a variety of Enterprise offices, including JFK airport, at the Center, with a time lag that was typically  pegged at 30 minutes, one hour, two hours or two and a half hours, first at 11 a.m., then 11:30 a.m., then 11:45 a.m., then 2:30 p.m., then 4:30 p.m., then 5:45 p.m., finally 6:15 p.m.   7 long and frustrating calls to Enterprise dealerships, and 8 more times, just as frustrating and unresolved, to Enterprise for roadside assistance. 

No tow truck ever arrived when they said it would and on at least three occasions, after I had called back time and again, the agent informed me that they had no record of my request for a replacement car. There is obviously no meaningful or working telephonic or computer interchange, and on weekends, when, no doubt, business peaks, no one is available to answer questions, even for emergencies. One time they informed me that I had to go to JFK and pick up the replacement car myself even though it was perfectly clear that I had no means of getting there, either by car or by alternate conveyance.

Furthermore, the wait time that I experienced while hanging on the phone for a response ranged from half an hour to one hour and 30 minutes. And only twice during the entire 9 hours and 20 minutes did anyone acknowledge that they had ever received my request for a 3 replacement car. Finally, a tow truck appeared at 6:20 p.m. with a replacement car. The driver, an understanding and competent young driver, indicated the absolute folly of working with Enterprise Rent-A-Car. Only the previous day he had assisted a woman with a similar problem. She had waited at least 6 hours for a replacement car. 

I should perhaps place this most distressing and miserable experience in the context in which I found myself. Friday night and all of Saturday were completely ruined by this interminable run-around, My fiances mother never really had the chance to establish more than a fleeting, fly-by visit with my mother in her rehab room. Furthermore, my 81-year-old father was obliged to accompany me in his car the only one available for our use on either day.

We must have sat five or six hours in freezing weather (punctuated by intermittent snow flurries) in his car out in the parking lot waiting for the always promised and never-arriving tow truck. We were finally able to stow my fiance and her mother in my fathers house, but only after it had become abundantly clear that they would not get to spend any useful time the whole point of the trip with my mother in her rehab room. Needless to say, the whole point of the trip was destroyed by the folly and feckless incompetence of Enterprise Rent-A-Car. 

In my humble judgment, your company owes my family and me reimbursement for essential rental services never rendered, for critical family time lost, for relationships frayed unconscionably, and for good will squandered.

After, clearly exaime my bank statment online and notice that Enterprise is trying to retrieve $300.00 out my account. I did not authorized this transaction at all. I was uninform of any action that was taken on my account just to rent a car for three days. It does not add up $300.00. Enterprise is misleading and stealing funds out consumer funds. I have contact and filled out complaints reports at several websites of this issues like: BBB, TrustLink and others as well several medias


EDitor's Suggestions on how to get your money back!

HERE IS WHAT RIP-OFF REPORT SUGGESTS YOU DO:

Go to your bank within 60 days of the charge, or as soon as you know about the charge, don't delay, and tell them that there has been fraudulent activity within your account. Explain that you wish to file a dispute, and demand that they assist you in accordance with Federal Regulation E.

According to the majority of victims interviewed by Rip-off Report, those who immediately called their banks to dispute the charges did not get very far. Many victims got the following responses from their banks: we could not do anything for you or you waited too long; it has been more than 60 days.

If the bank is says that you have waited too long, explain to them how you called their 800 number as soon as the charges were found, and were told by the bank that nothing could be done. Remind the bank that they failed to assist you properly at the 800 #, and instead, provided you with an inadequate explanation of your right to dispute. Tell the bank that it's their fault time has expired, and since they gave you the wrong info to begin with, they will just have to deal with it, take the loss and reverse the charges.

Tell them the truth; this was unauthorized and your account was NOT to be charged! Keep emphasizing how you never authorized anything! Direct them to the hundreds of victims reports that were filed on Rip-off Report.com. And if you're at the bank, walk them over to their computer and make them go to this site! If you are on the phone with them, tell them you will wait while they access this site! Either way, be persistent!

DO NOT TAKE NO FOR AN ANSWER!

Let them know nicely, that you were advised to Report them (the Bank) and this situation to the Banking Commission in your state. Since each state has a different name for the agency/controller over banks, find that name before you call or get to the bank so you can throw it in their face. The more knowledgeable you appear to be, the further you will get.

And just continue to demand the Federal Regulation E form! The bank CAN, MUST and WILL reverse the charge! But, you must be persistent; ask to speak to the supervisor or the area manager for all the branches in the state.

Let the bank personnel know you are meeting with the media later in the day, that you would much rather they do the right thing (as most other banks have) by looking at the complaints and immediately reversing the charge(s) to your account; no matter how long ago it was. Be sure to call the Media if necessary so you are telling the truth.

If you have to, be loud (but nice) in front of other customers. If you are just calling by phone, the above tactics should still work. The bank can easily fax or mail to you the Federal Regulation E dispute form.

CHARGES TO YOUR CREDIT CARD

If the charge was to your credit card (not debit card, check card, or checking account), contact the credit card company as soon as possible to request a dispute form. Consumers usually have a little longer to dispute fraudulent credit card charges (up to 6 months), but it is better to act right away. In this type of situation, credit card disputes are usually successful since fraudulent companies often won't contest the disputed charge. In rare cases, credit card companies will review disputes, but refuse to reverse the charges. If this occurs, complain to a manager and let them know you will be filing a report here.

Remember Don't let them get away with it! Make sure they make the Rip-off Report .. The more Reports filed on a Company or individual, the more likely it is that the authorities, media and attorneys will want to take action.

And good luck Let us know how you do!

ED Magedson Founder RipoffReport.com Author of www.ripoffrevenge.com

Rip-off Report PO Box 310, Tempe, Arizona 85280