ENTERPRISE RENT A CAR

I recently (September 18) rented a family car from enterprise for a period of 49 days then on november 10 extended over the phone for seven additional days ( September 18 to November 12). Our ref # and agreement # was 2m5bj9, 448056 and 2blxkp,447231. I rented the car at the Tysons corner office (Greensboro drive). At that time, when my husband and I were presented with the various insurance options, the agent available explained the options briefly, summarizing the insurance packages by what we understood to be the final daily rate for the car. We therefore agreed to pay for full insurance, under the impression that the total daily rate was to be roughly 58 dollars. Accordingly, my credit card was charged with 2588.18 dollars. We assumed and were told that this was the total price we would pay. The agent did not state that this was the charge for 30 days and not 46 days (and so we never realized that the total daily rate was actually much higher than 58 dollars).
When we returned our car today we were stunned that the final amount charged to my card was much higher than expected. We were expecting to pay roughly an additional 400 dollars for the days we extended. Instead we were presented with a final charge of 2588.18 +2394.89. Apparently, the agent stated that the daily rates he was referring to when we were being given insurance options were not cumulative. This was not clear, nor was the agent helpful in clarifying this: he immediately charged the card and proceeded to explain afterwards that we had misunderstood. Our complaint was shrugged off and we never received a response from anyone about it despite repeated emails. The misunderstanding is one issue, and how it was handled at the level of the individual employee as well as the company (which was basically ignoring me until I'd stop sending emails), was highly unprofessional.

Dear Revdex.com,
Our Area Manager, [redacted], left two messages with Mr. Hurowitz to try to resolve this complaint.  We have yet to hear back from him.  We would like to have the opportunity to resolve this complaint.
 
Sincerely,
[redacted]...

[redacted]Enterprise Holdings

Customer was refunded all charges and was explained there was contact via email before the charges were put on his credit card.  These responses were made via email as we tried five times to contact the cusyomer via phone.

As an area Manager I spoke to her to apologize about the situation and offered her a discount on her next rental. See Below.
[redacted],
Again I want to apologize for the rental experiences that you had at the Prince Frederick Maryland location. As we spoke on...

the phone I want to offer a complementary discount and service on your next rental. Enterprise Rent A Car is about providing outstanding Customer Service and I hope that you will decide to take me up on my offer so that we can demonstrate that to you. Below is my contact information for you to reach out to me when you feel the time is right to take me up on my offer. Again I look forward to providing you with an excellent rental experience on your next trip.
Donald *. T[redacted]
[redacted] cell
Thanks,

We had already removed this covered before...

he returned the vehicle. I
just spoke with Mr. [redacted]. He is aware that he is not paying for anything and he
is good with everything now! - Drew L[redacted] (Branch Manager)

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively...

Resolved]
 Complaint: [redacted]
I am rejecting this response because: I contacted enterprise and asked for a refund. I then called [redacted] to request a refund on my behalf. I received a refund after [redacted] intervened. As a customer of enterprise I should not have had to experience the inconvenience. I expect an apology from enterprise. 
Regards,
[redacted]

---------- Forwarded message ----------From: [redacted] <[redacted]t>Date: Thu, Jul 31, 2014 at 1:17 PMSubject: Update Infomation Complaint ID # [redacted]To: [email protected]
This message is in regard to my complaint submitted on 6/19/2014 4:54:24 PM against Enterprise Rent A Car. ( ID [redacted]).
This is to inform you that the business has resolved my complaint today.  thank you very much for all you help. 
 
Sincerely, 
[redacted]

My car was recalled, and I needed was referred to Enterprise by Honda Dealer to get a rental car. I was told that they don't have enough cars, and they asked me to get a truck that I didn't fell comfortable driving because I am 5.1 inches tall. The person who was working told me that's what they have and I can try it. I did try driving the truck but I was very uncomfortable and wasn't able to see where I am going. I had to tell him that I can't take the truck. He said that he can't guaranty getting me a car similar to mine and I can come back later.
It happened that a lady change her mind about renting a care and I was able to get that toyota camry that day.
When I was checking the car before I sign mt contract, I discovered that the care need some kind of maintenance. I asked, and I was told that the care had an oil change and it was never updated in the computer. What he said didn't make sense. But I took the car. Few hours later the sigh never get updated and another sign of low tire pressure pops. I did go back to talk about my safety concern.
At this time they deny the safety concern that I was having, when I insisted that the car needs to be checked. They said if I am not comfortable I can take the care to firestone care shop or keep it which is going to delay the problem since they don't have another car for me.
Took the care to the shop, I ended up having 2 nails in two wheels and an oil change was overdue. The car was fixed, just want to share my concern about safety and work ethic in this business.
Thank you

As a FYI.. this complaint has either been transferred to the Enterprise Rent-A-Car Philadelphia account, and below is our response to the Philadelphia Revdex.com complaint.
 
#1f497d; FONT-SIZE: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin; mso-bidi-font-family: 'Times New Roman'; mso-bidi-theme-font: minor-bidi; mso-themecolor: dark2">Enterprise Rent-A-Car prides itself on delivering exceptional customer service, and strives to ensure that every customer not only has a great experience but will become a repeat customer who will patronize our business again and again. 
                   
Our Area Manager that oversees the rental location where **. [redacted] rented, [redacted]) has reached directly to **. [redacted] by telephone and now email with no returned calls or emails. We We would like to come to a resolution with our customer, but have yet to have any further contact.   In order to ensure we come up with an amicable solution, we would like to discuss the situation with our customer, so that we can ensure the matter is resolved to their satisfaction.  As of now, we are still awaiting a response back so we may discuss the situation.
 
Sincerely,
 
[redacted]
Regional Controller

Spoke with customer. Her fiance hit a customer car at 34 in a rental he had from St. Louis. The reason Enterprise had her information was because she was listed as a secondary contact on his contract. I assurred her the branch did not give her contact information to anyone else. I told her...

that if the fiance is not answering, the DRU or claims center is going to continue to reach out to other contacts to get the claim paid accordingly.  - [redacted] (AREA MANAGER)

Thank you for the feedback regarding Mr. [redacted]' rental from our Dulles Airport location.  After further research, we found that the damage was on the vehicle prior to this rental, so...

Mr. [redacted] will not be held responsible.  The Area Manager has spoken to the customer to inform him of the resolution and Mr. [redacted] was satisfied with the result.  We will consider the case closed at this time.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in...

reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Thank you for your feedback regarding **. [redacted]'s recent experience at [redacted] Airport.  We have made several attempts to contact this customer to gain further detail to help resolve the situation, but to date, we have not heard back from the customer.  We remain open to finding a...

positive resolution with **. [redacted] and look forward to her correspondence.  Until then, we consider the case closed pending further information.

Our apologies to [redacted] for creating any confuision with her rental billing. She is correct in stating that the sales tax rate is 8.375% in the [redacted] area. However, what she may not be aware of is that the...

auto rental industry specifically has had a series of tax increases over the years that has driven the sales tax rate when renting a car at [redacted] County Airport to 18.375%. There was an additional tax increase in 2006 and most recently an additional tax increase in 2009. The attached NY Times article mentions the tax increase that occurred in 2009. More detailed tax information can be obtained from the NY Sales Tax Authority. Although we oppose these additional taxes imposed by the State upon our customers, we have to charge, collect and remit these monies to the State. I'm afraid the tax rate billed to [redacted] of 18.375% is entirely accurate. Thank you for your continued support and commerce.
 
Timm U[redacted]
Regional Controller
EHI Inc
 
[redacted]@[redacted].com  
 
 
[redacted]

Better Business...

Bureau:
I have reviewed the response 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.
I did receive a message from Enterprise from Dave and returned his call and left a message on August 28, 2014 at 3:27pm. I just received another call today from him on September 4, 2014 @ 9:07am. I just made another call to Dave and left a message today, September 4, 2014 @ 3:01pm. I am wanting to speak with someone about this matter, but they only tried getting a hold of me twice, and I returned all calls and left a voice mail. Dave even said in his voice mail to me today that "he apologized and we have been playing phone tag." Due to my work, I am best reached after 3:00pm. 
Regards,
[redacted]

The customer rented a vehicle from Arlington, Virginia.  Unfortunately, I cannot help him with his issue.  The branch he rented from continues to say that they have nothing to do with the violation and corporate will have to look into it.  If this is the case, our corporate office...

in Saint Louis will need to give him a call.

My ex husband of 10 years who has not resided at my residence for that period of time rented a vehicle from Enterprise apparently he did not return it in the proper time frame..I received a phone call at 4:10 AM which I did not answer. When I went to my office I had a message on my business line from a man saying" he was calling about the van".. I called him back and questioned him about his practice of calling uninvolved parties at 4 in the morning...caller ID had identified him..at that point he hung up on me.. This is a aggressive behavior that I think Enterprise should be held responsible for..

Spoke
with customer I explained that my goal was to help and apologized if I came off
as condescending and unsympathetic. After talking to the customer we agreed...

to
refund 1/2 of the amount in dispute since we did our due diligence throughout
the rental multiple times and this was not brought up until the end. Customer
agreed this was a fair resolution. - Feteh [redacted] (Branch Manager)

Revdex.com:
I have reviewed the response 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.
From day one at the renter counter, I was told the price per week would be $190.00 and $30.00 a day.
At the end of the first week, I called Enterprise to extend another week at which time I was quoted another week would be the contract times two plus three days. $723.68 was quoted to me over the phone.  I asked the representative why it was so much.   He explained other charges that I was not aware at the time. These you can see in Document #1; see question mark.
To make a long story short, I kept the vehicle 17 days and returned as states in Document #2.  Document #2 was given to me at the return counter.  I do agree with the undisclosed charges that this bill is the correct one, however Enterprise refuses to add the bill correctly.
TWO WEEKS AND THREE DAYS=17 days; see Document #2. Since the amount charged to my credit card was $723.68, the correct total bill is $890.04.  A balance of $166.36 is due! To make the bill any different is fraud. My credit card could not be above the $723.68 because the person that quoted me the adjusted amount for the extra time had already reserved the amount to my credit card.
Document #3 was then sent to me with entirely different days, return time, mileage and total as if to adjust the bill to their fraudulent statements. See Document #3.  This is where the fraud takes place.
I was willing to cooperate with Enterprise until they began the "switching numbers game".  So I decided not to answer anything  they had to say.
This same sequence of lies is complained about on complaint boards on the Internet.
Regards,
[redacted]

This message is inaccurate.  The customer was not charged for DW.  We manually billed to Farm Bureau as notes stated.  They are paying for the coverage...

separately.  Notes state we were trying to communicate with customer for weeks with no response.  Ultimately, the ticket was closed by our accounting department.  I have left a voicemail for Ms. [redacted], but again have not received a call back. - Dave S[redacted] (Area Manager) #317-797-9098