- Report: #1093828
Report - Rebuttal - Arbitrate
Complaint Review: Enterprise Rent-A-Car
Enterprise Rent-A-Car3220 S Campbell Ave, Springfield, MO, Select State/Province USA
Enterprise Rent-A-Car Classic Bait & Switch Springfield Missouri
*Author of original report: Money refunded - Website problem still exists.
*UPDATE Employee: Enterprise Cares
*Author of original report: Clarification
*Consumer Comment: Wrong...
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I booked an Economy car rental with Enterprise online after seeing they had a low rate on Expedia. I entered a 5pm Friday to 5pm Saturday rental period and the confirmation noted a ONE day rental for a rate a few dollars less than Expedia (about $15). They also had a Weekend Special rate listed but I chose the one with unlimited mileage.
Upon pick up, I was told that they had no Economy cars so I was receiving a free upgrade. I commented I hoped the upgrade had good gas mileage as that was why I booked an Economy. The agent gave me a Chevy Cruz stating it actually got better mileage anyway. He then said he had to check with his manager because his computer system had it as a two day rental and would not let him change it. He also said it was probably because I was to return the car after business hours the next day (they closed at 3 pm on Saturday). I objected that I was not keeping the car longer than 24 hours.
The manager said it was the Weekend Special rate that required I rent it for two days to get that rate. I argued that is not what it said when I booked online. He said they could change it to a one day rental if I paid the full rate of $38.00. I said that would not work for me and that my confirmation sad nothing about this. I offered to pull up my email confirmation on one of their computers but they declined. The manager said I either had to pay the full rate or the two days at the special rate. I out right refused and said I would have booked elsewhere if I had known about this.
I have worked in the travel industry for over 20 years so I did not back down. I insisted they honor the rate for which I was confirmed. After some tense moments, the manager gave me his business card, agreed to "fix" the problem, noted my res#, and told the agent to issue the contract for the rate I had booked. The agent went on to say I was getting an awful good deal as if I should be appreciative of their efforts.
When I asked about the "basic collision" coverage, the agent quoted me $23. I agreed thinking that was higher than what I had seen online, but was ready to just get out of there. Turns out he tacked on personal medical insurance for $3 to the actual $19.95 CDW.
I returned the car at 3:40 pm the next day (less than 24 hrs), their ridiculous $200 credit card autorization disappeared on Sunday, but no actual charge showed up. I waited a few days because I rather figured they would not only charge me, but overcharge me. On Tuesday, they finally cahrged my card for TWO days rental & TWO days of insurance. Now I get to battle the manager to get my refund of one day. So not worth it.
I would rather have paid a little extra at a different car rental place than have to waste my time trying to get back $42.
My only thought is that they do this bcause it must work for them the majority of the time. I just wonder how many people they have scammed into paying for a second day - or a higher rate - because they are in need of the car they booked and aren't able to cancel last minute to find another car. Speaking of which, I have no clue what their cancellation policy is. I couldn't find it online, nor at the branch where I got the car.
This report was posted on Ripoff Report on 10/22/2013 01:59 PM and is a permanent record located here: http://www.ripoffreport.com/r/Enterprise-Rent-A-Car/Springfield-MO-Select-StateProvince/Enterprise-Rent-A-Car-Classic-Bait-Switch-Springfield-Missouri-1093828. 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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