• Report: #1149508

Complaint Review: Enterprise Rent-A-Car

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  • Submitted: Sun, May 25, 2014
  • Updated: Fri, June 27, 2014

  • Reported By: Anonymous — Chicago Illinois
Enterprise Rent-A-Car
915 S Milwaukee Ave Libertyville, Illinois USA

Enterprise Rent-A-Car Enterprise Holdings Enforced Unreasonable No-Gas-Refund Policy Under GM Recall Libertyville Illinois

*UPDATE Employee: Enterprise Cares

*UPDATE Employee: Enterprise Cares

*Author of original report: Clarification

*Consumer Comment: Any bigger of a leap...

*Consumer Comment: Just curious, what was the wording on the sign that you "got the impression" you'd be reimbursed?

*Author of original report: When I first noticed the sign...

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As a result of the General Motors recall on ignition switches for my vehicle, I took advantage of the offer to obtain a free loaner vehicle, paid for by GM though the dealership, Libertyville Chevrolet.  I turned in my vehicle and obtained my loaner from Enterprise Rent-A-Car.  I read and signed the paperwork.  I also noticed a sign in their facility that I had read with the impression that refunds would be given on gasoline if the vehicle was returned with more gasoline than when received.

Over 1 month later, the original vehicle that was given to me had also fallen under a recall, so I had to take the time to return to the rental place to obtain a new rental vehicle.  I had returned that vehicle with the same level of gas that I was given, which was almost full, so I was not concerned.  I received a new rental vehicle with the tank 1/4 full.

Almost 1 month later, around May 20th, I had received a phone call from the dealership stating that they had still not yet received the replacement ignition switch, but that they would keep me up-to-date. [continued below]....

.....  On that same day, I filled the tank of the vehicle.  Three days later, which was Friday, May 23rd, I received a phone call from the dealership, stating that my car was repaired and ready to be picked up.  After work, I drove to the dealership and got my car.  The dealership said they would call Enterprise to come retrieve the rental vehicle, but no one came after I had waited at least 10 minutes.  I contacted Enterprise, and Gabe, the manager I believe, asked me to drive the vehicle over, which was in the lot next to the dealership,  so that we could take care of the paperwork.  By paperwork, I thought he was referring to the refund.  I did just that, with the understanding that I would receive a refund for the extra gasoline that was in my vehicle, which was worth approximately 1/2 tank.

After parking and going into the rental place, I had to wait in line for at least 45 minutes.  After I finally got up to the counter, I gave the agent, Evan Gailey, the keys.  He inspected the vehicle and found no issues.  He returned and said that I was good to go.  That is when I asked about the refund on the gasoline.  I explained that it was given to me with 1/4 tank, and I was returning it with 3/4 tank.  With a vehicle that has an 18 gallon tank, that would be about 9 gallons returned.  The price I paid for gasoline on May 20th was $3.779, so 9 gallons as that price would be $34.01.  I requested a refund, but Evan refused, stating that it was against their policy and that the only thing he could offer me was a coupon for a future rental.

There are several reasons I believe this situation was not only a rip-off, but an unethical answer to an unusual situation. 

  • First, I was under the impression that I would receive a refund for the extra gasoline.  This policy was not emphasized to me.  However, I was aware that customers could pay for gasoline in the vehicle or at a level below when it was rented.  The price was $3.85 or $5.85, depending on the situation, so I believed it was more beneficial to return at or above the level. 
  • Second, I was not prepared to return the rental vehicle with the same level of gasoline because I could not reasonably expect to return the vehicle on Friday when I filled the tank up on Tuesday. With other customers, who rent the vehicle for a weekend trip, can reasonably expect to return the vehicle on a specific date, and therefore prepare to return the vehicle with a specific level of gasoline.
  • Third, there is no excuse for Enterprise to not provide a refund simply because General Motors was ultimately paying for the rental, which is what Mr. Gailey seemed to emphasize as a reasonable excuse. 
  • Fourth, the vehicle was not given to me with a reasonable amount of gasoline in the tank.  It was at 1/4 tank full, and my father taught me to keep the tank above 1/4 tank.  Not only is it good for emergency situations, but it can be better for the engine to ensure the level does not get too low.  This philosophy is understood by many other people who care about the maintenance of their car.  With this understanding, it seems unreasonable for Enterprise to distribute rental vehicles with low levels of gasoline.  Not only is it bad for the vehicle and for the customer, but it plays with the psychology of the situation, in that customers are likely to fill the tank up and keep it full throughout their travels, in order to prevent the gas level from getting too low.

I am disappointed that I lost $34 in gasoline.  I am upset that I had to wait so long to only find out that it was a waste of my time.  I am angered by the offer for a coupon for a future rental, because I will likely have no need to rent a car in the future, and a coupon on a future rental would only hurt my financial situation further.   Considering I had to waste my time and gasoline to return to the dealership to return a rental vehicle, this was an unreasonably handled request from the agent.  Even the manager, Gabe, who I am sure was listening, did not offer any other solutions.

While my experience with Enterprise was, with the expection of this rip-off, quite satisfactory, I will have to consider taking my business elsewhere in the future, if it is needed.  Customer satisfaction not only comes from the quality of the product, but also the quality of the service and the ability to handle unusual situations in a professional and reasonable manner.


This report was posted on Ripoff Report on 05/25/2014 07:00 AM and is a permanent record located here: http://www.ripoffreport.com/r/Enterprise-Rent-A-Car/Libertyville-Illinois-60048/Enterprise-Rent-A-Car-Enterprise-Holdings-Enforced-Unreasonable-No-Gas-Refund-Policy-Unde-1149508. 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:
2Author 4Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee

Enterprise Cares

AUTHOR: Enterprise Rent-A-Car - ()

Thank you for bringing this to our attention.  As customer service is of the utmost importance, we would like the opportunity to look into this concern for you. Please contact us at care@enterprise.com  with complete details, including your contact information, exact location,  and rental agreement number.

 

When emailing, please list Reference Number #140613-001302 in the subject line. We look forward to hearing from you. 

 

Chris M

Social Media Monitor

Enterprise Rent A Car

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#2 UPDATE Employee

Enterprise Cares

AUTHOR: Enterprise Rent-A-Car - ()

#1149508, we'd be happy to look into your concerns and experience with the Libertyville location. Please email Care@Enterprise.com with your contact information, the rental agreement number, and all the details so we can address your concern. Please attach reference #140527-002982 to your email.–Christina

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#3 Author of original report

Clarification

AUTHOR: Anonymous - ()

Enterprise Rent-A-Car gave me a rental car with the gas tank at 1/4 full.  I used the vehicle under the General Motors recall to avoid getting into an accident with my car as a result of the defective part.  I paid for the gasoline I used.  I returned the rental car with the gas tank at 3/4 full.  Without a refund, that means that Enterprise Rent-A-Car would get 1/2 tank full of gasoline for free, which is at my expense.

 

If I had had the opportunity to return the vehicle to Enterprise with the gas tank at 1/4 full, with proper notification, I would have.  I then would not have lost out on approximately $35.  If I had had the opportunity to siphon the gasoline, legally, to use in my vehicle or to put in a gas can for my lawnmower, I would have.  However, I was put into an unfortunate situation, and Enterprise failed to be considerate of my situation and provide a reasonable refund, which would in turn be a purchase of the gasoline.  However, instead, they got gasoline for free.

 

On top of that, Enterprise Rent-A-Car will now be able to rent that car out to a customer with the tank at 3/4 full, and that customer will have the option to purchase that gasoline, which was originally provided to Enterprise for free at my expense.  Now, Enterprise is making twice the profit on the gasoline.

With that said, I hope that Enterprise recognizes this income on their financial statements.  Nothing in life is free, and the gasoline that Enterprise receives should be recognized as income because it has value.  In addition, it is inventory that they sell to their future customers.  Based on other internet searches, many other customers fall victim to this and believe it is unreasonable.  I hope that investors in this company are aware of this.

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#4 Consumer Comment

Any bigger of a leap...

AUTHOR: Robert - ()

 If you took any bigger of a leap in your assumption you could jump the Grand Canyon.

Seriously..not ONE thing in this report would lead any REASONABLE person to think that they are entitled to a refund if they put in more gas than they used. 

Enterprise has a lot of reports on this site and some may or may not be justifed, but this one is so far from a RipOff it is a wonder where in the world you even thought it could be.

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#5 Consumer Comment

Just curious, what was the wording on the sign that you "got the impression" you'd be reimbursed?

AUTHOR: Ken - ()

 "I also noticed a sign in their facility that I had read with the impression that refunds would be given on gasoline if the vehicle was returned with more gasoline than when received."

Don't just bad mouth a business without credible proof of their wrong doing.

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#6 Author of original report

When I first noticed the sign...

AUTHOR: Anonymous - ()

It showed two prices that could have the panels adjusted out.  The prices were: $3.85 and $5.35, or something to that effect.  The description next to the price of $5.35 said that it was the price to be paid below the level, and from what I recall, the description next to the price of $3.85 said that it was what was paid above the the level.  It made sense to me, because it would seem reasonable for the customer to pay only for the gas that was used.

Which actually brings to memory that at the beginning of this entire situation, I asked the agent, "Is the only thing I am paying for the gas that I use?" and he said, "Yes," so techincally, I did not use the 9 gallons that they took from me for 'free' so I am definitely entitled to a refund based on what he said as a representative of Enterprise!

Going back to your question, I did not read the sign fully until Friday, May 23rd, when the sign described specifically that the $3.85 price was for the customer to pay for the gasoline currently in the tank, and the $5.35 price was for the gasoline that was consumed, based on the returned gas level compared to the received gas level.  Then, there was a statement below that said no payment had to be made if it was returned at the same level.  It then said that no refunds would be given for levels above when it was rented.  It was simple text, without emphasis of the "no refund" or anything.  Given that it was a long day at work when I had originally read the sign, I would not be surprised to have missed that.

 

Now that I look back at the agreement I signed, I can see in the fine print, on the back of the pink carbon copy, that it states no refund for unused fuel.  However, when I asked the agent if I would only be responsible for paying for my gasoline consumption as a result of this General Motors recall, he said, "Yes."

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