I rented a car on December 24th for a week. They put the weekly fee plus a $100 deposit on my bank card. (This is normal and not of an issue) I returned the car a day early at lunch time on the 30th. I handed the keys and the contract to the man at the desk, there were no customers in the store just employees. We thanked each other and I left.
On Monday, January 4th I was checking my bank account ... my deposit had not been returned. I called the office and spoke with the manager, Brian. He told me that my refund had been issued that day at 9:36am. I asked why it had been delayed and was told that he didn't know but that it should have been processed when I returned the car. He also said I would have my refund in my bank by midnight that night or at the very latest Tuesday by 2:00pm. (This never happened.) I was told I should call my bank.
During my call with Brian I filed a complaint online. The form letter I got back said I would hear from Tim Larson, Regional Vice President within 24 hours. (This never happened and two days later I have still not heard from anyone in that office.)
In the form letter it gave a number to call ... I called and was directed to a Matt W. Spoke with Matt, who while polite basically did nothing. He did tell me that it appeared that they had dropped the ball on several incidents starting with my money not being refunded in a timely manner. Again, I was told I should call my bank. Matt said he'd call me back and I didn't hear from him. I called again this morning ... Matt said he has no idea what the problem is ... but that I should wait another 24-48 hours and call my bank.
Tried to get back in touch with Brian today ... they say he's out. Instead I got a lecture from Sarah who didn't know the entire story.
No idea if my money has been refunded or not. But as far as I'm concerned this is not a company that will be getting my business. Too many stories, lies and confusion. I shouldn't have to chase down the refund of my deposit.
5 Updates & Rebuttals
Megan
Hickory,North Carolina,
United States of America
Obviously you didn't read my report ...
#6Author of original report
Fri, January 29, 2010
I understand how the return of my money works. And my money has now been returned ... although not in a timely manner. If you read my report it was a series of incidents that caused me to file my report. My rental and return of my money was not handled in a professional nor caring manner. Your email did nothing to answer the lack of professional behavior and series of incidents that occurred. But thank you for the response.
Charles
United States of Americaexplanation
#6UPDATE EX-employee responds
Thu, January 28, 2010
Hi there
I am an ex employee of Enterprise and I can tell you that your money is in process to return to your bank. Enterprise is just like any retailer out there. If you use your checkcard/debitcard at lets say Best Buy and you go back and get a refund there, your money is in limboland until your Bank processes the money back into your account and it depends on the banks. Some banks are 1-2 days, some could take weeks. I know for fact as I've had many customers who work in the banking industry tell me that.
My advice would be to call your bank and ask if the money is processed yet or not. Good luck.
Lorenzen
Naples,Florida,
U.S.A.
Enterprise
#6Consumer Comment
Wed, January 27, 2010
Indeed. That is the story of Enterprise. If you pull up the MANY, MANY ripoff reports about them on this site, you notice a pattern of total disregard for customer satisfaction, and in many cases, outright deception and fraudulent activity. No one but a complete fool would even consider renting from Enterprise.
Megan
Hickory,North Carolina,
United States of America
Update
#6Author of original report
Tue, January 26, 2010
I emailed Martha on January 20th after reading her post.
Enterprise
St. Louis,Missouri,
USA
I would like to help
#6UPDATE Employee
Wed, January 06, 2010
Your post was brought to my attention.
My name is Martha Zimmerman and I work for Enterprise Rent A Car in the Corporate Customer Service Department. I am located at our Corporate Headquarters in St. Louis, MO.
I was very concerned when I read about the experiences you have been having with our company and would welcome the opportunity to assist you in having all of these issues addressed.
Please contact me at martha.j.zimmerman@erac.com or 314-512-5000 with your contact information.
I truly hope to hear from you.
Sincerely,
Martha Zimmerman
Enterprise Rent A Car