Enterprise Rent-a-Car
12200 NE 12th St
Bellevue Washington 98005
United States of America
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Enterprise Rent-a-Car Charged for insurance even after being told it wasn't required Bellevue, Washington
*UPDATE EX-employee responds: Enterprise
2Author
0Consumer
2Employee/Owner
Early October my wife and I were involved in a car accident. The same day, my wife was taken to the insurance assessors building to fill out paperwork. Our insurance policy (through GEICO) covered a car rental in the case of an accident. An Enterprise branch was located across the street from the assessors.
GEICO recommended we use the Enterprise branch, advised that all costs were covered and that our policy would cover insurance on the rental. GEICO supplied all relevant information so we could rent a vehicle from Enterprise. This was her first time renting a vehicle, so she was relying on the expertise and knowledge of the Enterprise rep.
As WA requires insurance on vehicles, my wife advised the Enterprise rep that the rental vehicle would be insured and that GEICO would be covering it. The rep acknowledged that information, circled where my wife had to sign in order to pick up the rental, requested a $100 deposit and then handed her the keys.
Two weeks later we returned the vehicle. The rep went out to look at the vehicle, came back in and told us we owed ~$460. When asked why, he informed us it was for insurance on the rental vehicle. Turns out the first rep had circled for my wife to sign for insurance. My wife had thought her signing for insurance was acknowledging that the vehicle was covered by insurance.
I informed the rep that we would not be paying the amount as we already had insurance through GEICO and that my wife was never told of additional charges. The rep advised that he would contact GEICO and sort the matter out. We left and waited to hear from the rep.
I contacted GEICO the same day and advised them of the situation. GEICO called Enterprise and spoke with a rep then called me back. GEICO informed me that they wouldn't be paying for the additional insurance as the vehicle was already covered through them. They also advised that while they couldn't do anything about it, the Enterprise rep should have known better and not had my wife sign for insurance. Enterprise had told GEICO that the branch manager would be calling us to sort the matter out.
The next day, I had not heard from the branch manager so I called the branch. The rep I spoke with couldn't help, but advised that the branch manager could. As the branch manager was out, he'd call the next day, when he was back in the office. Two days later, we had not heard from the branch manager so my wife called. The branch manager was out of the office (again) and would call when he was back in. Two days later, we had still not heard from the branch manager, so I emailed Enterprise Customer Service.
Three days after emailing Enterprise Customer Service, I had not received a reply (or a phone call from anyone) - except for the automated "Thank you again for your message! Please keep this copy of your inquiry for future reference. We sincerely appreciate the time you took in contacting us. We will be with you very soon." email response.
I called the Enterprise Customer Service number and spoke with a rep. When I gave him the email reference number, I was told they didn't have it on file. I informed the rep of my situation and he said he was surprised no one had contacted me. He put me on hold so he could get me in touch with someone from the Help Desk (?). When I gave the Help Desk rep my reference number he informed me there was no movement on it and it was still open. Apparently someone should be in contact with us in the next couple of days - where have I heard that before?
While my initial frustration is with the branch rep for either
a) seemingly taking advantage of my wife's lack of knowledge with rentals; or
b) having no knowledge/understanding of rentals covered by insurance companies - which we apparently have to foot the bill for his lack of knowledge. You expect a representative to have the appropriate knowledge and training before they deal with customers and signing contracts.
My frustration is also now with the lack of correspondence from Enterprise.
End of the day:
- the rental was covered by our own insurance policy
- the rep was told this information (plus GEICO was listed in the "Bill To" section)
- we were charged for insurance we didn't need
- P.S. we still don't have our deposit
If anyone has any advice and/or information, it would be gratefully appreciated.
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REBUTTALS & REPLIES:
2Author
0Consumer
2Employee/Owner
Updates & Rebuttals
#1 Employee
AUTHOR: Enterprise Rent-A-Car - St. Louis (USA)
SUBMITTED: Thursday, October 27, 2011
POSTED: Thursday, October 27, 2011
We’ve taken note of your complaint and we would like to have the opportunity to look into this concern for you. Please send us a detailed email to care[at]enterprise.com including the exact rental location information, your contact information, your rental agreement and any further information.
When emailing, please list Reference Number 111027-001143 in the subject line. We look forward to hearing from you.
Respectfully,
Genelle
Enterprise Rent A Car
#2 Update By Author
AUTHOR: Alex - Sultan (United States of America)
SUBMITTED: Friday, October 28, 2011
POSTED: Friday, October 28, 2011
I emailed Genelle - who I have to thank (seriously). She was the first person from Enterprise to reach out to me after 8 days. Thanks Genelle!
After Genelle escalated the matter to the Regional branch, I was advised that someone from upper management (from the Regional branch) would deal with my situation. Unfortunately this wasn't the case and I had to deal with someone from the local branch - the same branch that initially wouldn't return my calls. Not once did the branch apologize for, or even acknowledge, ignoring us/never returning the calls.
It bewilders me that they are still under the impression that we wanted the additional insurance – if we wanted the additional insurance, we would have paid for it and wouldn’t be filing a report with ripoffreport.com. We pay ~$100/mth for insurance through GEICO. Why would we want $920/mth ($460 for 2 weeks) insurance?
The branch acknowledges my wife had no experience with renting vehicles and was trying to communicate that GEICO would cover insurance, but the rep was under the assumption that it was for the additional (charged) insurance. The rep advised my wife that GEICO didn't cover the insurance, but as my wife said GEICO would, he had her sign for the additional insurance. They informed us that from a “business standpoint” a contract was signed, - basically regardless of who said what or what was meant, too bad.
So it turns out there were mistakes from both parties:
Inexperienced Customer (my wife): wasn’t clear enough when trying to inform Enterprise that GEICO would insure the vehicle - signed for additional insurance without realizing what it was and that the rep had misunderstood her.
Experienced Representative: assumed by wife was talking about additional insurance although she was referred by GEICO and logging GEICO in the "Bill To" part of the contract. After being told GEICO was covering insurance, told my wife GEICO wouldn’t cover insurance, knew GEICO wouldn’t pay for additional insurance, but still assumed she was referring to additional insurance.
The 'resolution' I have been offered is: the ~$460 amount will be dropped to $200.
I was always under the assumption that customer service was to strive for customer satisfaction so customers come back. It appears Enterprise (or at least certain branches) have a different point of view. They have succeeded in driving us away.
While they have managed to get an extra $200 out of us in the short term, long term they have lost a lot more. From a "business standpoint", we will never do business with Enterprise again - sorry to Genelle and Amanda who tried to help, you were both helpful. When my family (from overseas) visits next year, from a "business standpoint" Enterprise will not be receiving their business. When I inform my friends about the lack of communication and being charged $200 for a misunderstanding that an experienced representative apparently failed to catch, from a "business standpoint" Enterprise will no longer receive their business.
For those who may end up reading this, please, please make sure you do the following before signing for a rental:
1) Read everything you sign, carefully. Do not have the rep circle where you should sign. One simple mistake or misunderstanding and you’ll pay for it. Enterprise reps don’t lose their own personal money for mistakes – they don’t care if there is a mistake or misunderstanding.
2) If applicable, state clearly “My insurance policy will cover the rental vehicle. I do not want additional insurance”. After stating that, make sure they do not ask you to sign for additional insurance.
Lastly, thank you ripoffreport.com. Without your site, I may never have received a response from Enterprise.
#3 Ex-Employee
AUTHOR: Diogenes - Averill Park (USA)
SUBMITTED: Saturday, October 29, 2011
POSTED: Saturday, October 29, 2011
As an ex-employee of Enterprise, I can tell you that Enterprise cares absolutely nothing about the customer - only the bottom line. I quit after I had all that I could take from their lies and underhanded operations. I was told to either lie to the customers or find other employment, which I did post haste. Enterprise will do all that they can to add the Liability Waiver ( it's NOT insurance, by the way ) because it's 100% profit for them, and their employees are measured by how many times they add it on. And if the customer does not add the Waiver, once they return the car, many times the employee will "find" damage done to the vehicle. Enterprise is going to screw you coming in and going out.
