- Report: #742332
Complaint Review: Enterprise Rent-A-Car - Santa Monica California
Reported By:
Sonya -
Venice, California, United States of America
Submitted:
Updated:
-
Author Not Confirmed
Why?
Enterprise Rent-A-Car
2700 Lincoln Blvd. Santa Monica, 90405 California, United States of America
Phone:
3104529100
Web:
http://www.enterprise.com/car_rental/location.do?transactionId=WebTransaction2&viewSelectedLocationI
Categories:
Business Rating:
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Enterprise Rent-A-Car Ran My Debit Card for an Authorization without My Permission Santa Monica, California
I have a complaint about my experience with Enterprise Rent-A-Car located at 2700 Lincoln Blvd in Santa Monica, CA. They put an unauthorized hold on my debit card for $231.00 on Thursday, June 16, 2011. Not only did they not get my permission to do this, the amount was too much. I was recently in a car accident and this location's claim process was incompetent. After the accident, I had intended to return the vehicle to the closest Enterprise, which is in Burbank, instead of where I originally rented it, Santa Monica. Since the accident, I've been on medication that makes me drowsy and thought it wisest to return the car to the closest location.
When I called Enterprise on Wednesday, June 15, 2011 to report the claim , I didn't find out until later that I hadn't spoken to someone in claims, but someone in roadside assistance. That person didn't tell me I still had to go into Enterprise to fill out a claim. I ended up filing the claim over the phone with John from their corporate office after I sent an email to the CEO about the Santa Monica branch.
The fact of the matter is, Enterprise is not supposed to authorize my card for a payment without my approval. I've been renting from them off and on since April, 2011, and I usually deal with Melody. If I extend my rental, she'll always ask for permission to run my card. Stephen, who I've also dealt with there, told me he not only ran an authorization on my card without my approval, he charged me for an extra day "just in case" I kept the car longer. That is not professional or legal. Stephen has also made some comments that bordered on discriminatory, like yelling "hotel!" where I told him I needed to be picked up from. He obviously hadn't been paying attention during the months I was renting from them. I'm not a permanent resident of Los Angeles, which is why I rent from them when I'm in town. But he asked me the question like I had been evicted from somewhere and had nowhere to live. How insulting. I have been renting from this location off and on for three months and have been a good customer. I should not be treated like this, particularly after I've had an accident. Melody has also said some comments that seemed like racial profiling.
This wasn't my only incident with them, but the final straw. When I tried to rent from their New Orleans Airport location, they refused to rent to me unless I could show them I had a return flight ticket. I've never heard of anything like this before and was incredibly insulted. I ended up renting from their competitor, Thrifty.
When I called Enterprise on Wednesday, June 15, 2011 to report the claim , I didn't find out until later that I hadn't spoken to someone in claims, but someone in roadside assistance. That person didn't tell me I still had to go into Enterprise to fill out a claim. I ended up filing the claim over the phone with John from their corporate office after I sent an email to the CEO about the Santa Monica branch.
The fact of the matter is, Enterprise is not supposed to authorize my card for a payment without my approval. I've been renting from them off and on since April, 2011, and I usually deal with Melody. If I extend my rental, she'll always ask for permission to run my card. Stephen, who I've also dealt with there, told me he not only ran an authorization on my card without my approval, he charged me for an extra day "just in case" I kept the car longer. That is not professional or legal. Stephen has also made some comments that bordered on discriminatory, like yelling "hotel!" where I told him I needed to be picked up from. He obviously hadn't been paying attention during the months I was renting from them. I'm not a permanent resident of Los Angeles, which is why I rent from them when I'm in town. But he asked me the question like I had been evicted from somewhere and had nowhere to live. How insulting. I have been renting from this location off and on for three months and have been a good customer. I should not be treated like this, particularly after I've had an accident. Melody has also said some comments that seemed like racial profiling.
This wasn't my only incident with them, but the final straw. When I tried to rent from their New Orleans Airport location, they refused to rent to me unless I could show them I had a return flight ticket. I've never heard of anything like this before and was incredibly insulted. I ended up renting from their competitor, Thrifty.
3 Updates & Rebuttals
Enterprise Rent-A-Car
St. Louis,Missouri,
USA
Enterprise Rent a Car
#2UPDATE Employee
Tue, June 21, 2011
Thank you for your post. I would be happy to discuss further. Please email me at care[at]enterprise.com with any rental agreement numbers and exact renting locations. Please use reference number 110621-002892 in the subject line of the email.
In regards to our airport locations, it is policy that if a customer is using a debit card, they must show roundtrip flight tickets in order to qualify to rent. This is the policy at all 156 major airport locations in the U.S. and Canada.
I look forward to hearing from you soon.
Thank you
-Kyle
Enterprise Rent a Car
Social Monitoring Coordinator
sonyaa2
Venice,California,
United States of America
Consumer #1
#3Author of original report
Sat, June 18, 2011
Don't respond to reports when you don't know what you're talking about.
1. I wasn't drowsy when I called in to report the accident, I was quite alert and they were quite incompetent in taking the report.
2. They didn't say NO.
3. Of course I signed something, which is why I know they need permission.
4. Thrifty didn't have that policy and they were located at the airport also. And I do have a REAL credit card.
Know what you're talking about before you give obnoxious responses that aren't useful.
Robert
Irvine,California,
U.S.A.
Your using a debit card...
#4Consumer Comment
Sat, June 18, 2011
When I called Enterprise on Wednesday, June 15, 2011 to report the claim , I didn't find out until later that I hadn't spoken to someone in claims, but someone in roadside assistance.
- And who's fault is that? Perhaps if you are too drowsy to even know who you were calling, was it a wise idea to even be driving?
If I extend my rental, she'll always ask for permission to run my card.
- So that must mean that you can say NO and still extend the rental...Wow that's great.
Stephen, who I've also dealt with there, told me he not only ran an authorization on my card without my approval, he charged me for an extra day "just in case" I kept the car longer
- So you NEVER signed anything from them. You just went in they gave you the keys to another car and you left?
When I tried to rent from their New Orleans Airport location, they refused to rent to me unless I could show them I had a return flight ticket.
Yep. With most rental car agencies that even accept a debit card(not all do at all locations). Proof of a return ticket is one of the additional requirements if you rent from an airport location.
If you are going to be doing a lot of rentals get a REAL credit card and that will avoid these types of issues.
