20224 Thunderhead Way
Germantown, MD 20874
December 16, 2004
VP of Corporate Relations
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!
cc. Office of Consumer Affairs
Montgomery County, Maryland