• Report: #1085743

Complaint Review: Enterprise Rent A Car

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  • Submitted: Thu, September 19, 2013
  • Updated: Thu, September 19, 2013

  • Reported By: Disgruntled user — Trophy Club Texas
Enterprise Rent A Car
Dallas, Texas USA

Enterprise Rent A Car Damage Recovery Unit Enterprise Tries to screw customers Dallas Texas

*Author of original report: Kudos to Enterprise

*UPDATE Employee: Enterprise Customer Care

*Consumer Comment: How Lame Is This?

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Got in car accident that wasn't my fault.   Rented a car from Enterprise.   Made mention to rental agent that car had numerous scratches on truck and sides, and she documented it on the form.   It was never suggested that I look at the interior.

Drove the car for two weeks even though it smelled like cigarettes and I don't smoke.   Dropped the car off after my car was repaired.   Got letter from the Damage Recovery Unit asking for reimbursement for damage.

After contacting them...the damages were a cigarette burn on back seat, and "numerous scratches on truck and sides".   They had all these nice pics documenting the damage.

When I asked to see the pics of what it looked like before I rented it, I got a snotty response about how the contract clearly states I am responsible for all damages while in my position.    

When I called corporate and asked to see a copy of the form the agent filled out when I rented it, suddenly they launched an investigation, and quickly resolved the issue.   That means they either don't have the form or it mentioned the damage.

Just to be obnoxious, I sent THEM an invoice billing them for my time they wasted, no way I ever get paid, but hopefully it shows they how dumb they are.   Word of advice, KEEP the forms even after you finish with the car till you understand the final outcome.   

Looks like I will stick with Hertz next time.


This report was posted on Ripoff Report on 09/19/2013 08:06 AM and is a permanent record located here: http://www.ripoffreport.com/r/Enterprise-Rent-A-Car/Dallas-Texas/Enterprise-Rent-A-Car-Damage-Recovery-Unit-Enterprise-Tries-to-screw-customers-Dallas-Tex-1085743. 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:
1Author 2Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Kudos to Enterprise

AUTHOR: Disgruntled user - ()

Just wanted to update the record, and give the management team at Enterprise some applause for reviewing my case, and understand where the issue generated.

Got a call today from a District Manager, explained that the issue was an operational one, and recognizing that the process needs improvement to prevent consumer dissatisfaction.   I gave him some feedback, and some ideas to help prevent these issues going forward.

I am sad it happened in the first place, but glad to know that if you address it on the correct level, you can get to a higher level of customer satisfaction.

Special thanks to the Social media team at Enterprise who monitors this board, it never happens without you.

 

 

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#2 UPDATE Employee

Enterprise Customer Care

AUTHOR: Enterprise Rent-A-Car - ()

We’ve taken note of your concern and would like to have the opportunity to look into this for you. Please send us a detailed email to Care@Enterprise.com including the exact rental location information, your contact information, your rental agreement or reservation number and any further information regarding your experience with us.

When emailing, please list Reference Number 130919-001927 in the subject line. We look forward to hearing from you.

 

Respectfully,

Mitch

Social Media 

Enterprise

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#3 Consumer Comment

How Lame Is This?

AUTHOR: Jim - ()

So then, somebody else needs to do your thinking for you?  Apparently so when you said "It was never suggested I look at the interior".  YOU are responsible for the ENTIRE car.  As such, its COMMON SENSE to check out the ENTIRE CAR before you sign a contract which obligates you to any new damage! 

For all they know, YOU caused the interior damage because they have NO RECORD of it being pre-existing before you signed the contract.  Let me save you further trouble here...don't bother claiming"you must work for them" because somebody was blunt enough to tell it like it is, because I don't work for them!

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