• Report: #123155

Complaint Review: Enterprise Car Rental Montgomery, MD

  • Submitted: Thu, December 16, 2004
  • Updated: Sat, October 15, 2005

  • Reported By:Germantown Maryland
Enterprise Car Rental Montgomery, MD
19801 Frederick Road Germantown, Maryland U.S.A.

Enterprise Car Rental Montgomery MD ripoff Germantown Maryland

*Consumer Comment: Stop crying racism

*Consumer Suggestion: I agree with Larry, the agent should have been more specific about the rental period

*Consumer Suggestion: I agree with Larry, the agent should have been more specific about the rental period

*Consumer Suggestion: I agree with Larry, the agent should have been more specific about the rental period

*Consumer Suggestion: I agree with Larry, the agent should have been more specific about the rental period

*Consumer Comment: Common problem with rentals

*UPDATE Employee: I don't understand...........

*Consumer Comment: what's the problem?

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20224 Thunderhead Way
Germantown, MD 20874
December 16, 2004

VP of Corporate Relations
Enterprise Rent-a-Car

Dear Sir:

I have been a good and loyal customer of Enterprise Rent-a-Car for many years and have been a satisfied customer until this past weekend when Enterprise on 19801 Frederick Road in Germantown tried to overcharge me. My sister called this office last week and told John Papademetrious that we needed a van for one day on Sunday for an 8:30pm football game at FedEx Field between the Washington Redskins and the Philadelphia Eagles. John told her the office is close on Saturdays after 12:00 noon and the whole day Sunday, and that I could go there on Saturday before they close to pick up the key to the van. I went back on Sunday at 4:00pm to get the van and returned it at 1:00am after the game.

When I went to the office Monday (13 Dec 04 ) morning to settle my account, I was surprised that John put me down in the bill for 2 daysLie #1. But he was nowhere to be found, because his wife was supposed to give birth. How could I believe them when they lied to me a few times?

I talked to the Asst. Manager (Michael Wiser) who assured me he was going to call me that day on the (Wednesday 15th Dec) to confront them of this malicious mistake. My sister followed up earlier in the morning, and Jannie told her he was going to credit the overcharge to my debit card. He agreed that she could stop by anytime before 1:00pm to pick up the revised bill. When she got there, Jannie was not there, and there was no revised receiptLie #3.

The regional manager (Marlon Payne) was rude to my brother-in-law who lost his cool for the many conflicting statements made by the staff, trying to justify the overcharge. Being in business myself, I cannot understand why a supposedly reputable (?) company would risk its good name and drive away a good customer for something under $100. It will take time to redeem your good name, especially since my brother-in-law publishes a trade journal (AABR Business Bulletin) twice a month exposing the abuses of companies to consumers. AABR stands for Asian American Business Roundtable.

The staff at this office need training in common sense, basic management, standard customer relations and cultural sensitivity in a multi-ethnic community. I guess they thought that since we are Asians, they could push us around, or give us the run-around to make us give up in frustration. The money is irrelevant. It is the principle. I wonder how many people have they done this to, and got away with it? That was a big mistake!
Sincerely,

Gilbert

cc. Office of Consumer Affairs
Montgomery County, Maryland

Gilbert
Germantown, Maryland
U.S.A.

This report was posted on Ripoff Report on 12/16/2004 08:54 AM and is a permanent record located here: http://www.ripoffreport.com/r/Enterprise-Car-Rental-Montgomery-MD/Germantown-Maryland/Enterprise-Car-Rental-Montgomery-MD-ripoff-Germantown-Maryland-123155. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 8Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

Stop crying racism

AUTHOR: Paul - (U.S.A.)

"The staff at this office need training in common sense, basic management, standard customer relations and cultural sensitivity in a multi-ethnic community. I guess they thought that since we are Asians, they could push us around, or give us the run-around to make us give up in frustration."

Stop whining about imagined racism of which you have no proof. Plenty of White people have complaints about Enterprise (and many other companies) and in the majority of cases both parties are of the same race. On the other hand, I know there is an amount of anti-White racism (esp. here in L.A.) that takes place, especially on the part of Asiatics, Mexicans and so forth, who do not take the trouble to learn American culture and proper business practices but feel they are "entitled" to special treatment.
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#2 Consumer Suggestion

I agree with Larry, the agent should have been more specific about the rental period

AUTHOR: Dee - (U.S.A.)

When I first read the rip off report, I could not understand what the problem was. It looks like Gilbert needed the car on Sunday, and he was told that since the office was closed after 12:00 noon on Saturday, that he would have to pick up the keys before then. I noticed that he said that he "went back on Sunday at 4:00pm" to pick up the vehicle. That does NOT mean that the rental started on Sunday at 4 PM; it started whenever Gilbert picked up the keys and signed the contract. Gilbert, if you've rented from them for years, I'm surprised you didn't ask them to be clear about the charges. But yes, the agent should have told you exactly what you would be charged. Unfortunately, unless you were told specifically that you would be charged for only one day AND it was put on the contract, the charges are valid because you did have the car for longer than 24 hours but less than 48 hours, which equals 2 days (12:00 noon Sat to between 7 am & 11:59 am Mon).

The branch where I go will accept returns on Sunday, but somehow they monitor the property. So if I were to rent a car on Saturday at 11 am, if I return it prior to 11 am on Sunday and put the keys in the drop box, I am only charged for one day. I take a camcorder to record the time and the UNdamaged vehicle.
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#3 Consumer Suggestion

I agree with Larry, the agent should have been more specific about the rental period

AUTHOR: Dee - (U.S.A.)

When I first read the rip off report, I could not understand what the problem was. It looks like Gilbert needed the car on Sunday, and he was told that since the office was closed after 12:00 noon on Saturday, that he would have to pick up the keys before then. I noticed that he said that he "went back on Sunday at 4:00pm" to pick up the vehicle. That does NOT mean that the rental started on Sunday at 4 PM; it started whenever Gilbert picked up the keys and signed the contract. Gilbert, if you've rented from them for years, I'm surprised you didn't ask them to be clear about the charges. But yes, the agent should have told you exactly what you would be charged. Unfortunately, unless you were told specifically that you would be charged for only one day AND it was put on the contract, the charges are valid because you did have the car for longer than 24 hours but less than 48 hours, which equals 2 days (12:00 noon Sat to between 7 am & 11:59 am Mon).

The branch where I go will accept returns on Sunday, but somehow they monitor the property. So if I were to rent a car on Saturday at 11 am, if I return it prior to 11 am on Sunday and put the keys in the drop box, I am only charged for one day. I take a camcorder to record the time and the UNdamaged vehicle.
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#4 Consumer Suggestion

I agree with Larry, the agent should have been more specific about the rental period

AUTHOR: Dee - (U.S.A.)

When I first read the rip off report, I could not understand what the problem was. It looks like Gilbert needed the car on Sunday, and he was told that since the office was closed after 12:00 noon on Saturday, that he would have to pick up the keys before then. I noticed that he said that he "went back on Sunday at 4:00pm" to pick up the vehicle. That does NOT mean that the rental started on Sunday at 4 PM; it started whenever Gilbert picked up the keys and signed the contract. Gilbert, if you've rented from them for years, I'm surprised you didn't ask them to be clear about the charges. But yes, the agent should have told you exactly what you would be charged. Unfortunately, unless you were told specifically that you would be charged for only one day AND it was put on the contract, the charges are valid because you did have the car for longer than 24 hours but less than 48 hours, which equals 2 days (12:00 noon Sat to between 7 am & 11:59 am Mon).

The branch where I go will accept returns on Sunday, but somehow they monitor the property. So if I were to rent a car on Saturday at 11 am, if I return it prior to 11 am on Sunday and put the keys in the drop box, I am only charged for one day. I take a camcorder to record the time and the UNdamaged vehicle.
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#5 Consumer Suggestion

I agree with Larry, the agent should have been more specific about the rental period

AUTHOR: Dee - (U.S.A.)

When I first read the rip off report, I could not understand what the problem was. It looks like Gilbert needed the car on Sunday, and he was told that since the office was closed after 12:00 noon on Saturday, that he would have to pick up the keys before then. I noticed that he said that he "went back on Sunday at 4:00pm" to pick up the vehicle. That does NOT mean that the rental started on Sunday at 4 PM; it started whenever Gilbert picked up the keys and signed the contract. Gilbert, if you've rented from them for years, I'm surprised you didn't ask them to be clear about the charges. But yes, the agent should have told you exactly what you would be charged. Unfortunately, unless you were told specifically that you would be charged for only one day AND it was put on the contract, the charges are valid because you did have the car for longer than 24 hours but less than 48 hours, which equals 2 days (12:00 noon Sat to between 7 am & 11:59 am Mon).

The branch where I go will accept returns on Sunday, but somehow they monitor the property. So if I were to rent a car on Saturday at 11 am, if I return it prior to 11 am on Sunday and put the keys in the drop box, I am only charged for one day. I take a camcorder to record the time and the UNdamaged vehicle.
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#6 Consumer Comment

Common problem with rentals

AUTHOR: Larry - (U.S.A.)

What Gilbert describes is a common problem in the car and equipment rental industry. That is, the customer gets charged for additional rent because the business is not open on Sundays.

Gilbert, put a lid on the racial-discrimination crap. I have had the same things done to me and I am not a minority.

The agents at Enterprise should have made it clear that the customer would be charged two days rent if they rented the car on Saturday (because the office was closed on Sunday) and returned it Monday morning. That way the customer could have decided whether to pay or go elsewhere. Enterprise knew that at the outset and should have made that clear to the customer.

On the other hand, the customer should have asked an obvious question: "Since I have to rent the car a day before I need it, how many days will I be charged for?"

I have come across a few equipment rental companies that handle the problem by not charging for rent on Sundays if the item is returned on Monday morning. That policy does seem to prevail, however. The wise consumer should always ask whether he is going to be charged for rent on days when the rental business is closed.
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#7 UPDATE Employee

I don't understand...........

AUTHOR: Mark - (U.S.A.)

You had the van for 2 days but you only want charged for one day if you are truly a business man you should understand how stupid that sounds the problem is that everone wants something for free ....I am personally glad that they stood up to you and would not give you the extra day free.
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#8 Consumer Comment

what's the problem?

AUTHOR: Chet - (U.S.A.)

What's the problem?

You had the van for 36+ hours (or, at least the key. It doesn't matter when you actually picked the van up.)

Unless they said they would charge you on an hourly basis, they had every right to charge for two days.

Now, if they said they were willing to give you a credit, they should do that but I'd be curious as to what they actually said. (e.g. "Come in and we'll give you a credit" or "We'll look at it and if we are wrong you can come in for a credit.")
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