Complaint Review: Enterprise Rent A Car

From 7-9 November 2008 a car was rented from this location. Prior rentals had been done at this same location with unrequested 'upgrades' at additional cost. As the location was closed on Sunday, agreement was made AT THE TIME OF RENTAL to return the car to another downtown location Enterprise site. That site was also closed Sunday but remained open until 2P and had enclosed parking with security cameras. The car was returned on time. A few days later, billing was made for two extra days (and the rate charged was not the advertised and reservation rate). Dispute was filed with credit card issuer and credit was made back to account with response to the BBB. This took about 2 weeks. About a week later a $438.66 charge was again made to the rental credit card with no explanation. This charge was also disputed with the card issuing bank and notification was made to the BBB. A response was finally provided by Enterprise loss control indicating there was 'roof' damage to the vehicle. In support of this, 'walk around' tags were sent as email copies in the responding email. The 'support' document is and was dated 3 November 2008 at 7:30A, 4 days before the rental took place, showing the damage dots claimed. The BBB report is accessible on the Albuquerque BBB website which profiles this business. There is NO indication on the 2 day overcharge settlement that any damage was claimed upon return. The car was returned in the SAME CONDITION it was rented and to the agreed upon location (agreed in advance) and on time for the original rental contract. It is futher interesting that while renting the car, while the insurance card was ready to be presented for adequate coverage, instead, which has never been asked by any other rental company (hundreds of rentals), the amount of insurance deductible was asked and recorded on the contract.

WJR
Albuquerque, New Mexico
U.S.A.