• Report: #1093828

Complaint Review: Enterprise Rent-A-Car

  • Submitted: Tue, October 22, 2013
  • Updated: Tue, October 22, 2013

  • Reported By: Lori — Springfield Missouri
Enterprise Rent-A-Car
3220 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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Updates & Rebuttals

#1 Author of original report

Money refunded - Website problem still exists.

AUTHOR: Lori - ()

After emailing the manager a copy of my confirmation showing the one day charge for a return at 5pm on Saturday, he is refunding the second day's rental charge. He is also refunding the $3 personal accident insurance charge which was tacked on by the agent preparing my contract. I didn't ask for the $3 back - he offered. He also apologized for the miscommunication.

In the end, the advertised online rate was honored, but it wouldn't have been if I hadn't pressed the issue. Enterprise needs to clarify on their website that returning a car after business hours, even if it is returned within the 24-hour time frame, will gather a second day's charge. They already have a note included while reserving online that you need to drop the keys in the drop box as it will be after hours. If they can't fix the system that calculates the total rental charge, they need to include a disclaimer with the drop box directions that you will continue to accrue rental charges until the car is checked in the next business day.

While I was upset by what initially transpired at the time of rental, the manager did a good job of fixing the problem after the fact. I also had no problems with the car. What needs fixed is:

1. The website's rate calculation system and/or notation about a day's rental being 24 hrs unless the drop off location is closed when the car is dropped off.

2. The agent came across as a used car salesman. Rather than fix the problem and honor my confirmed rate, he tried to make me pay extra. It truly felt like a bait and switch. He also lied and told me the cost of collision insurance was $3 higher than it was and then tacked on extra medical insurance I didn't ask for. Upselling is fine, but adding something the customer never asked for without telling them it has been added is NOT fine.

Thank you to the manager for resolving the immediate issue to my satisfaction. I will be contacting the corporate office about the website issues.


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#2 UPDATE Employee

Enterprise Cares

AUTHOR: Enterprise Rent-A-Car - ()


We’ve taken note of your comments and would like 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 131023-001630 in the subject line. We look forward to hearing from you.

Respectfully, Carol H. Social Media Enterprise Rent-A-Car


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#3 Author of original report


AUTHOR: Lori - ()

Perhaps in all the fluff, you missed that:

1) I received an email confirmation stating I would be charged one day's rental if the vehicle was returned by 5pm on Saturday. There was no wording online or in my confirmation that stated my returning it at 5pm and dropping the keys in the drop box would result in another day's charge.

2) The manager told me at the time of rental that he would not charge me for the second day.

If you can find something on the Enterprise website that states an afterhours return at that location will roll into a second day's charge, please post it here. I certainly didn't see anything when I booked it. Just that I should drop the leys in the lock box as they would be closed. I encourage everyone to book (up until the credit card page) 5pm Friday to 5pm Saturday for an economy car in Springfield for next weekend and you will see what I mean.

Regarding them not knowing when I returned it, there was a service crew on property when I parked the car...40 minutes after they closed. If I knew I had to pay a second day, don't you think I would have kept it till their closing time of 4 pm on Sunday? But thanks for calling me a liar when I'm just trying to warn others of the unwritten terms they seem to have.

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#4 Consumer Comment


AUTHOR: Robert - ()

 First with some of your comments and actions I really wonder what you did in the "Travel Industry" for 20 years.

I just wonder how many people they have scammed into paying for a second day

- You weren't scammed into paying for a 2nd day.

Because once we get rid of all of the fluff you put in it comes down to this.  You returned the car AFTER they closed on Saturday and therefore were charged for 2 days.  This is EXACTLY what any other car rental location would have done.

Why? Because there is zero proof that you checked it in at 3:40PM, 3:40AM or 20 minutes before they opened the next day.  Sure in the past there may have been rental agencies that would "trust" you, but there are many people(not saying you are one) that would take full advantage of this and hold the car as long as they think they could get away with it.

I will tell you one thing, "Enterprise" sometimes posts on this site contact information to talk to someone, and if you do I hope you post the results either way. 

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