We picked up a rental car from Enterprise Rental Car (in Royal Palm Beach) on 8/24 at 7:37 am. State Farm was responsible for 80% of the bill and we were responsible for 20% of the bill. The maximum allowable (from State Farm) for the rental was $1,000.
The entire process started off wrong when Enterprise charged us a $150 deposit. We later found out that we should not have had to pay a deposit. About a week later, we were charged another $25 deposit without being contacted.
Another two weeks into the rental agreement, we received a call from State Farm saying we were quickly approaching our $1,000 maximum. We called Enterprise to find out what was going on and couldn't get a straight answer. When we contacted State Farm again, we found that they had received several different amounts from Enterprise.
When we did close to our maximum amount (from State Farm), we were charged $250.83 without being contacted. Enterprise claims they called our house, but we didn't have any voice mail or missed calls. On Saturday (9/19) we contacted Enterprise again only to be treated rudely. Outraged, we attempted to return the car only to find they closed at noon. They were also closed on Sunday (9/20) so we were unable to return the car that day and incurred additional charges. We checked into returning the car to another location and were told that we would have to pay a $50 fee (more than the cost of a days rental).
I returned the car on Monday, 9/21. The office opened at 7:30 and I was standing outside their door at 7:15. At first, they handed me a receipt saying they were going to credit my account approximately $93. I handed it back to the associate and told him it was wrong. I also handed him a piece of paper with my figures. Another associate came up front and took over saying he didn't understand what my wife and I didn't understand. The associate said he was going to adjust the receipt and not charge us for Monday (9/21). I questioned how they (Enterprise) could charge me for Monday when the car was checked out at 7:37 and being returned at 7:30 (less than a full day based on a 24 hour clock). The associate said that was just how their billing worked. Being the nice guy that I am, I offered to "drive the piss" out of the car for another day and have it back to them right at closing time. I promised to go over every detail of the bill also meaning one of their associates would have to stay late until I was satisfied.
The associate finally handed me a receipt showing a credit to my account for approximately $139. The amount was within $2 of my calculations - the difference is that they charged me $2.27 in SC Rec Surcharge and VLF Rec for day that they weren't charging me for.
I asked the associate if the refund had been processed and would be reflected in my account that same day. He said yes and assured me that I would have my that day. I asked him again just to make sure and he said absolutely. I checked my account later that night and no refund.
I checked my account again Tuesday (9/22) and there still isn't a refund. I called Enterprise to see what the hold up was and was told by the associate "sometimes" it takes 24 to 48 hours for the refund to be processed. I told him that I was assured the refund would be credited to my account on 9/21 and he said that the other associates wouldn't make that kind of promise.
While Enterprise Rental Car may be a good company, this particular location is nothing but a bunch of thieves and liars.
Enterprise
St. Louis,#2UPDATE Employee
Wed, September 23, 2009
I work in the Corporate Customer Service Department of Enterprise Rent A Car. Your issue was brought to my attention and I was very sorry to hear of your experience with our company. I would appreciate the opportunity to have this matter addressed.
In order to do so, please contact me with your name and contact information at [email protected].
I will look forward to your response.
Sincerely,
Martha Zimmerman
Enterprise Rent A Car
314-512-5000
Diogenes
Averill Park,#3UPDATE Employee
Wed, September 23, 2009
Nope, that's pretty much how Enterprise operates. Promotions at Enterprise are based, not on actuall customer service, but on how much money you can get out of each customer. Enterprise is famous for altering the rental agreement, adding fees not mentioned to the customer, charging multiple customers for the same dent or scratch on a car, and , of course, for out and out lying. Their biggest source of pure profit is their "damage waiver" They will try their best to sell you this money maker, which "absolves" the customer from all damages to the vehicle. If you DON'T purchase it, you will probably find yourself being charged for multiple scratches/dents that were not listed on the original rental agreement. And, in many cases, it is added in AFTER the customer has left with the car, and without the customer's knowledge - at least until it's time to settle the bill. Beware of Enterprise. They are fast becoming the scum of the car rental business.
Diogenes
Averill Park,#4UPDATE Employee
Wed, September 23, 2009
Nope, that's pretty much how Enterprise operates. Promotions at Enterprise are based, not on actuall customer service, but on how much money you can get out of each customer. Enterprise is famous for altering the rental agreement, adding fees not mentioned to the customer, charging multiple customers for the same dent or scratch on a car, and , of course, for out and out lying. Their biggest source of pure profit is their "damage waiver" They will try their best to sell you this money maker, which "absolves" the customer from all damages to the vehicle. If you DON'T purchase it, you will probably find yourself being charged for multiple scratches/dents that were not listed on the original rental agreement. And, in many cases, it is added in AFTER the customer has left with the car, and without the customer's knowledge - at least until it's time to settle the bill. Beware of Enterprise. They are fast becoming the scum of the car rental business.