- Report: #781078
Complaint Review: Enterprise Rent-a-car - Philadelphia Pennsylvania
Reported By:
Philly Dirk -
Philadelphia, Pennsylvania, United States of America
Submitted:
Updated:
-
Author Not Confirmed
Why?
Enterprise Rent-a-car
Philadelphia International Airport Philadelphia, 19153 Pennsylvania, United States of America
Phone:
215-492-0626
Web:
Categories:
Business Rating:
(0)
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Enterprise Rent-a-car Something Fishy in Philly Philadelphia, Pennsylvania
It is interesting to read other reports of consumers feeling like they have been scammed by Enterprise because that is exactly how I feel.
I rented an Economy Class car for two days from Enterprise at the Philadelphia airport to go car shopping locally. It was 7am when I picked it up and there was one clerk assisting a line of customers. I waited 20 minutes and then was shown a Sebring. No mention was made as far as it being an upgraded class to me (by 3 categories from their website). I told the agent that I was car shopping and he told me of Enterprise's Used Car Sales program and gave me a brochure with a person to contact. He was polite and engaging as we did a cursory walk around. I looked at the sides, front and back of the car and noted some gunk on the trunk. The agent asked if I wanted to take additional insurance. I declined. He asked if I had insurance. I told him I had State Farm. He asked my deductible amount. I told him it was $500. I don't ever recall being asked this before when renting a car.
I drove approximately 80 miles that day to three car dealers including an Enterprise Used car sales lot. I then parked my car overnight in a secure lot on my block and did not drive it again until I returned it the next afternoon. When I drove in there was no one checking cars in, so I went into the building to look for someone. At that point someone from Enterprise with a clipboard came up to me and said that there was damage under the driver car door. I was flabbergasted. A big scratch/scrape UNDER the door. I know that I did not cause this, and the whole process was flat out dizzying. I felt like I was getting scammed from the get-go.
I was passed to another agent who filed out the report and gave me a copy with a toll free number to call to monitor the damage report. I disputed the claim from the beginning as I know I didn't do this. It looked like someone had driven over a curb. The agent told me to file a claim with my insurance company or credit card company.
I called Enterprise first thing on Monday to dispute the claim again. I didn't hear anything for a week until I called again and was told that the estimate for the work was $1200, and they had gone over the past 5 contracts without any write ups on that area of the vehicle.
I then called my State Farm agent and told him the entire story and how I felt completely duped- first with a quick walk around with a upgraded car I hadn't requested and then being pounced upon by the agent upon my return with the damage being immediately noted. My agent then told me that I was his FOURTH good driving customer that had similar stories with Enterprise at the Philadelphia Airport in the last 8 months!!
I called Enterprise Corporate in St. Louis and spoke with someone in Customer Service. She was very receptive and took my information. I also told her that I had received my credit card statement from Visa and I had been charged $535.51 (my $35.51 rental charge plus $500) without my knowledge or authorization. I was never given a copy of my final bill at the airport. She seemed surprised by this and told me she would immediately be in touch with the regional manager and they would get back to me. I never heard back and called the following day and spoke with someone else in Customer Service. Immediately after that i received a call from the Manager of the Philadelphia airport location and essentially was told that the damage was not noted by me during the walk around and that I would be responsible for the cost of the repair.
The whole situation smells fishy- I mean who really looks UNDER the car door during the walk around?, to asking of my insurance information, to getting an upgraded car without mentioning that fact, to the quick detection of the damage upon the return. The news that my agent alone has had several other similar situations with this company recently further bolsters my suspicion that there is something amiss going on here.
The final bill for the damage came to over $1400. I also find it interesting that the car was taken to a repair shop in another state (New Jersey) from where the car location is and the repair seemed inflated. I ran the bill by an auto insurance adjustor friend who is very familiar with auto repair costs.
Bottom line: This damage was on the car when I rented it (how it got there I won't speculate here, but I have some ideas) and I feel completely scammed by the whole situation. Something fishy in Philly- and by the looks of other postings on this sight perhaps elsewhere with Enterprise Rent-a-car.
I rented an Economy Class car for two days from Enterprise at the Philadelphia airport to go car shopping locally. It was 7am when I picked it up and there was one clerk assisting a line of customers. I waited 20 minutes and then was shown a Sebring. No mention was made as far as it being an upgraded class to me (by 3 categories from their website). I told the agent that I was car shopping and he told me of Enterprise's Used Car Sales program and gave me a brochure with a person to contact. He was polite and engaging as we did a cursory walk around. I looked at the sides, front and back of the car and noted some gunk on the trunk. The agent asked if I wanted to take additional insurance. I declined. He asked if I had insurance. I told him I had State Farm. He asked my deductible amount. I told him it was $500. I don't ever recall being asked this before when renting a car.
I drove approximately 80 miles that day to three car dealers including an Enterprise Used car sales lot. I then parked my car overnight in a secure lot on my block and did not drive it again until I returned it the next afternoon. When I drove in there was no one checking cars in, so I went into the building to look for someone. At that point someone from Enterprise with a clipboard came up to me and said that there was damage under the driver car door. I was flabbergasted. A big scratch/scrape UNDER the door. I know that I did not cause this, and the whole process was flat out dizzying. I felt like I was getting scammed from the get-go.
I was passed to another agent who filed out the report and gave me a copy with a toll free number to call to monitor the damage report. I disputed the claim from the beginning as I know I didn't do this. It looked like someone had driven over a curb. The agent told me to file a claim with my insurance company or credit card company.
I called Enterprise first thing on Monday to dispute the claim again. I didn't hear anything for a week until I called again and was told that the estimate for the work was $1200, and they had gone over the past 5 contracts without any write ups on that area of the vehicle.
I then called my State Farm agent and told him the entire story and how I felt completely duped- first with a quick walk around with a upgraded car I hadn't requested and then being pounced upon by the agent upon my return with the damage being immediately noted. My agent then told me that I was his FOURTH good driving customer that had similar stories with Enterprise at the Philadelphia Airport in the last 8 months!!
I called Enterprise Corporate in St. Louis and spoke with someone in Customer Service. She was very receptive and took my information. I also told her that I had received my credit card statement from Visa and I had been charged $535.51 (my $35.51 rental charge plus $500) without my knowledge or authorization. I was never given a copy of my final bill at the airport. She seemed surprised by this and told me she would immediately be in touch with the regional manager and they would get back to me. I never heard back and called the following day and spoke with someone else in Customer Service. Immediately after that i received a call from the Manager of the Philadelphia airport location and essentially was told that the damage was not noted by me during the walk around and that I would be responsible for the cost of the repair.
The whole situation smells fishy- I mean who really looks UNDER the car door during the walk around?, to asking of my insurance information, to getting an upgraded car without mentioning that fact, to the quick detection of the damage upon the return. The news that my agent alone has had several other similar situations with this company recently further bolsters my suspicion that there is something amiss going on here.
The final bill for the damage came to over $1400. I also find it interesting that the car was taken to a repair shop in another state (New Jersey) from where the car location is and the repair seemed inflated. I ran the bill by an auto insurance adjustor friend who is very familiar with auto repair costs.
Bottom line: This damage was on the car when I rented it (how it got there I won't speculate here, but I have some ideas) and I feel completely scammed by the whole situation. Something fishy in Philly- and by the looks of other postings on this sight perhaps elsewhere with Enterprise Rent-a-car.
1 Updates & Rebuttals
Enterprise Rent-A-Car
St. Louis,Missouri,
USA
We are listening
#2UPDATE Employee
Mon, September 26, 2011
We are listening and I want to look into this for you. Please email care[at]enterprise.com with your contact information, rental agreement number, the names of any employees you dealt with, and any further details. Please use "Incident 110926-001909" as the subject of the email so we can correctly tie the email to your case file. (Rich)
