Complaint Review: Enterprise Rent-A-Car - Libertyville Illinois

As a result of the General Motors recall on ignition switches for my vehicle, I took advantage of the offer to obtain a free loaner vehicle, paid for by GM though the dealership, Libertyville Chevrolet.  I turned in my vehicle and obtained my loaner from Enterprise Rent-A-Car.  I read and signed the paperwork.  I also noticed a sign in their facility that I had read with the impression that refunds would be given on gasoline if the vehicle was returned with more gasoline than when received.

Over 1 month later, the original vehicle that was given to me had also fallen under a recall, so I had to take the time to return to the rental place to obtain a new rental vehicle.  I had returned that vehicle with the same level of gas that I was given, which was almost full, so I was not concerned.  I received a new rental vehicle with the tank 1/4 full.

Almost 1 month later, around May 20th, I had received a phone call from the dealership stating that they had still not yet received the replacement ignition switch, but that they would keep me up-to-date.  On that same day, I filled the tank of the vehicle.  Three days later, which was Friday, May 23rd, I received a phone call from the dealership, stating that my car was repaired and ready to be picked up.  After work, I drove to the dealership and got my car.  The dealership said they would call Enterprise to come retrieve the rental vehicle, but no one came after I had waited at least 10 minutes.  I contacted Enterprise, and Gabe, the manager I believe, asked me to drive the vehicle over, which was in the lot next to the dealership,  so that we could take care of the paperwork.  By paperwork, I thought he was referring to the refund.  I did just that, with the understanding that I would receive a refund for the extra gasoline that was in my vehicle, which was worth approximately 1/2 tank.

After parking and going into the rental place, I had to wait in line for at least 45 minutes.  After I finally got up to the counter, I gave the agent, Evan Gailey, the keys.  He inspected the vehicle and found no issues.  He returned and said that I was good to go.  That is when I asked about the refund on the gasoline.  I explained that it was given to me with 1/4 tank, and I was returning it with 3/4 tank.  With a vehicle that has an 18 gallon tank, that would be about 9 gallons returned.  The price I paid for gasoline on May 20th was $3.779, so 9 gallons as that price would be $34.01.  I requested a refund, but Evan refused, stating that it was against their policy and that the only thing he could offer me was a coupon for a future rental.

There are several reasons I believe this situation was not only a rip-off, but an unethical answer to an unusual situation. 

• First, I was under the impression that I would receive a refund for the extra gasoline.  This policy was not emphasized to me.  However, I was aware that customers could pay for gasoline in the vehicle or at a level below when it was rented.  The price was $3.85 or $5.85, depending on the situation, so I believed it was more beneficial to return at or above the level. 
• Second, I was not prepared to return the rental vehicle with the same level of gasoline because I could not reasonably expect to return the vehicle on Friday when I filled the tank up on Tuesday. With other customers, who rent the vehicle for a weekend trip, can reasonably expect to return the vehicle on a specific date, and therefore prepare to return the vehicle with a specific level of gasoline.
• Third, there is no excuse for Enterprise to not provide a refund simply because General Motors was ultimately paying for the rental, which is what Mr. Gailey seemed to emphasize as a reasonable excuse. 
• Fourth, the vehicle was not given to me with a reasonable amount of gasoline in the tank.  It was at 1/4 tank full, and my father taught me to keep the tank above 1/4 tank.  Not only is it good for emergency situations, but it can be better for the engine to ensure the level does not get too low.  This philosophy is understood by many other people who care about the maintenance of their car.  With this understanding, it seems unreasonable for Enterprise to distribute rental vehicles with low levels of gasoline.  Not only is it bad for the vehicle and for the customer, but it plays with the psychology of the situation, in that customers are likely to fill the tank up and keep it full throughout their travels, in order to prevent the gas level from getting too low.

I am disappointed that I lost $34 in gasoline.  I am upset that I had to wait so long to only find out that it was a waste of my time.  I am angered by the offer for a coupon for a future rental, because I will likely have no need to rent a car in the future, and a coupon on a future rental would only hurt my financial situation further.   Considering I had to waste my time and gasoline to return to the dealership to return a rental vehicle, this was an unreasonably handled request from the agent.  Even the manager, Gabe, who I am sure was listening, did not offer any other solutions.

While my experience with Enterprise was, with the expection of this rip-off, quite satisfactory, I will have to consider taking my business elsewhere in the future, if it is needed.  Customer satisfaction not only comes from the quality of the product, but also the quality of the service and the ability to handle unusual situations in a professional and reasonable manner.