Complaint Review: ENTERPRISE RENT A CAR

On 12/07/07 I was involved in an accident. The other driver was at fault. His insurance company GEICO offered to repair my vehicle and rent a loaner at Enterprise. On 01/03/08 I dropped my vehicle off for a repair and picked up a vehicle at Enterprise. The agent offered additional coverage which I declined stating that my credit card company will cover any incidentals. He asked me for a credit card and my auto policy. I signed all the paper work and left.

On 01/07/08 I got a call that my vehicle was done. I went to Enterprise to return their piece of garbage that was screaming for a major tune-up. They checked for scratches and gas and wished me a good day. on 02/06/08 I get my credit card statement with a charge of $96.97 from Enterprise Rent a car.

On 02/11/08 I place a call to Delray office. First person who picked up the phone was Matt (supposedly assistant manager) after listening to my disappointment with extra charge he simply hang up the phone. I called back no one was picking up for a while. In about 30 min. a "receptionist" picked up the phone and said that everyone is busy, but Ian (supposedly manager) will call me back. No one called back.

On 02/12/08 I call back and ask for Ian. He picked up the phone and explained that I was charged for additional insurance. I said that I declined additional coverage and would like to get a refund. Ian said he has to order my rental agreement from headquarters which usually takes 24 hours and he will call me back. Unfortunately I left my copy of agreement in the glove compartment of the rental car.

On 12/18/08 I call back to check if Ian got the report from headquarters. I was hanged up on 3 times and then told they'll get to it when they'll get to it. On 02/21/08 I call headquarters in Ft.Lauderdale and was told that Regional supervisor Wayne will definitely call me, but a week later still no one called. GEICO said they pay only for rental and whatever I was charged for extra isn't their problem. I disputed the amount with my AMX they still waiting for Enterprise to reply.

Lilly
Boca Raton, Florida
U.S.A.