Complaint Review: Enterprise Rental Car - Royal Palm Beach Florida

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.