Enterprise Leasing

Review: Enterprise has always been top notch in my book, and I have used them extensively before moving the Southwest VA. I have used many other car rental companies and originiated from the Roanoke Airport, so this may be an isolated issue.First, they were late to the drop=off at the Blacksburg Airport, they left the airport before I arrived for pick-up. I was 10 minutes late for the reservation. They said the employee called and I didn't pick up so they left...(I was driving and don't talk on the cell phone while the vehicle is in motion). I waited for an hour for them to bring the car back so I could leave for my trip.Upon return they waited 3 days to inspect the vehicle and claimed that it was so dirty that it needed to be detailed. Originally the detail was scheduled to happen on the weekend and I would have an opportunity to challenge the issue, and view the vehicle. When the manager called back, I was given until 5 PM, it was 1 PM and I have a job so I can't leave to go and view. This is a $100 charge that will be levied. This issue could have been solved any time in the last 3 days that the vehicle has been waiting at the airport, they told me it was my fault they haven't checked it in because they don't staff the airport...but the contract states I return it to the same location as picked up. So because they don't pick up or inspect for 3 days, I don't hvae time to view or challenge. What if the car had been hit in the lot while it was there? Would I be liable for this damage as well. They certainly seem like they would be charging me.Desired Settlement: Refund the $100 charge to clean the vehicle. The company was late by 1.25 hours in delivery of the vehicle, did not promptly check in the vehicle which would have allowed ample time to discuss and solve the issues.

Business

Response:

The customers original reservation was made for 12:00pm on 9/27/13 and a second reservation made for 9:00am 9/27/13. We called to verify time and customer said he would be there by 9 am originally. Customer then told us he would be late and that he would call us on his way. Customer never called to inform the branch of his arrival. Customer showed up at 10:20am, an hour and a half late for his reservation. Our airport location is not staffed, we only work by appointment. That office is only a kiosk location, so it is critical that the customer inform us of accurate arrival time to send an employee with a vehicle or have a vehicle delivered, depending upon the account. The vehicle was never late for the set time made by the customer and they did not wait an hour for the branch to arrive. They arrived at 10:20am and the contract was written at 10:30am, a total wait time of 10 minutes. The customer claims that they were given a time to contest the charges as they were. Customer claims we only gave him until 5:00 pm; this office does not close until 6:00pm and we agreed to stay after hours until 7:30pm for customer to arrive to look at vehicle. Customer never called nor showed as of 7:45pm, and the vehicle was at the branch the entire weekend for examining. Customer returned vehicle to the airport location with the inside totally covered in pet hair and a terrible odor. Customer claims that their were no pets in the vehicle which is totally inaccurate. We now have to go out of our way to detail this vehicle because the inside of vehicle upon return is extremely unacceptable, (customer also signed agreeing to a strict NO smoking or pets/$100 fee on rental contract). The customer has had ample time to examine vehicle, but insists on being very rude to all employees and refusing to cooperate.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The original reservation for 9AM was cancelled. I made the second reservation for 10AM, and if logic is correct, they should have been on site for that reservation as well. Since there may have been a second reservation for a second party. Additionally, it is not clear to the customer when making a reservation at this site that it is usually un-staffed and an inconvenience for Enterprise to "come pick you up". This was evident from the comments the employee made who dropped off the car. I was on site at 10:10 AM and waited an appropriate time before contacting Enterprise. I went to the company site to discuss issues with the vehicle and no one was there, as such the statements regarding inspection of the vehicle are untrue.I'm sure both parties feel that the other is being rude, and these kinds of statements are patently inflammatory.Regards,[redacted]

Business

Response:

After reading the customers response they indicated that the reserved time had been changed from 9am to 10am which is untrue. The reservation made was for 12pm, that is documented, not by us but by the online reservation system. We proactively call customers ahead of time for this location to verify times. We had done everything on our part to assure the customer arrival of vehicle. We have went out of our way for this customer to stay 2 hours past to inspect vehicle as well as not renting this vehicle for 3 days for them to come by for inspection. There was more than ample time to handle this issue and the customer failed to do so. There are conflicting issues here and we feel that false accusations have been made of us doing our job correctly and timely.