Complaint Review: Enterprise Rent-A-Car - Springfield, MO Select State/Province

After emailing the manager a copy of my confirmation showing the one day charge for a return at 5pm on Saturday, he is refunding the second day's rental charge. He is also refunding the $3 personal accident insurance charge which was tacked on by the agent preparing my contract. I didn't ask for the $3 back - he offered. He also apologized for the miscommunication.

In the end, the advertised online rate was honored, but it wouldn't have been if I hadn't pressed the issue. Enterprise needs to clarify on their website that returning a car after business hours, even if it is returned within the 24-hour time frame, will gather a second day's charge. They already have a note included while reserving online that you need to drop the keys in the drop box as it will be after hours. If they can't fix the system that calculates the total rental charge, they need to include a disclaimer with the drop box directions that you will continue to accrue rental charges until the car is checked in the next business day.

While I was upset by what initially transpired at the time of rental, the manager did a good job of fixing the problem after the fact. I also had no problems with the car. What needs fixed is:

1. The website's rate calculation system and/or notation about a day's rental being 24 hrs unless the drop off location is closed when the car is dropped off.

2. The agent came across as a used car salesman. Rather than fix the problem and honor my confirmed rate, he tried to make me pay extra. It truly felt like a bait and switch. He also lied and told me the cost of collision insurance was $3 higher than it was and then tacked on extra medical insurance I didn't ask for. Upselling is fine, but adding something the customer never asked for without telling them it has been added is NOT fine.

Thank you to the manager for resolving the immediate issue to my satisfaction. I will be contacting the corporate office about the website issues.

Lori,

We’ve taken note of your comments and would like to look into this for you. Please send us a detailed email to [email protected] including the exact rental location information, your contact information, your rental agreement or reservation number and any further information regarding your experience with us. 

When emailing, please list Reference Number 131023-001630 in the subject line. We look forward to hearing from you.

Respectfully, Carol H. Social Media Enterprise Rent-A-Car

Perhaps in all the fluff, you missed that:

1) I received an email confirmation stating I would be charged one day's rental if the vehicle was returned by 5pm on Saturday. There was no wording online or in my confirmation that stated my returning it at 5pm and dropping the keys in the drop box would result in another day's charge.

2) The manager told me at the time of rental that he would not charge me for the second day.

If you can find something on the Enterprise website that states an afterhours return at that location will roll into a second day's charge, please post it here. I certainly didn't see anything when I booked it. Just that I should drop the leys in the lock box as they would be closed. I encourage everyone to book (up until the credit card page) 5pm Friday to 5pm Saturday for an economy car in Springfield for next weekend and you will see what I mean.

Regarding them not knowing when I returned it, there was a service crew on property when I parked the car...40 minutes after they closed. If I knew I had to pay a second day, don't you think I would have kept it till their closing time of 4 pm on Sunday? But thanks for calling me a liar when I'm just trying to warn others of the unwritten terms they seem to have.

 First with some of your comments and actions I really wonder what you did in the "Travel Industry" for 20 years.

I just wonder how many people they have scammed into paying for a second day

- You weren't scammed into paying for a 2nd day.

Because once we get rid of all of the fluff you put in it comes down to this.  You returned the car AFTER they closed on Saturday and therefore were charged for 2 days.  This is EXACTLY what any other car rental location would have done.

Why? Because there is zero proof that you checked it in at 3:40PM, 3:40AM or 20 minutes before they opened the next day.  Sure in the past there may have been rental agencies that would "trust" you, but there are many people(not saying you are one) that would take full advantage of this and hold the car as long as they think they could get away with it.

I will tell you one thing, "Enterprise" sometimes posts on this site contact information to talk to someone, and if you do I hope you post the results either way.