• Report: #294001

Complaint Review: Enterprise Rent-a-car

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  • Submitted: Sun, December 23, 2007
  • Updated: Thu, September 04, 2008

  • Reported By:I146 Kennebec Street Maryland
Enterprise Rent-a-car
9345 Livingston Rd. Oxon Hill, Maryland U.S.A.

Enterprise Rent-a-car They didn't pick me up then let me down.. Oxon Hill Maryland

*UPDATE Employee: Some answers from an Employee

*Consumer Comment: Enterprise

*Consumer Comment: Enterprise

*Consumer Comment: Enterprise

*Consumer Comment: Enterprise

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After being a loyal Enterprise customer in New York for about 7 years, the Maryland division of the company has managed to lose my business for good.

Normally, I rent cars to drive around town on weekends and on occasion to go out of town. Using the branches in Albany, New York and Palmyra, New Jersey, have been fairly easy and convenient experiences.

This past Friday, December 22, 2007, I went to the Oxon Hill, MD Enterprise after pre-registering both a car and a coupon my wife found online. I planned to use a specific card so that my funds would be appropriately managed. After my wife made transactions to ensure that our card would be usable, we went to enterprise to pick up the car.

Initially, my card was declined because our payments were received but not completely processed - which was understandable.

We called the credit card company (MBNA, Bank of America, N.A.) and the problem was resolved, or so I thought. They gave us an authorization number and an apology. At which point, Enterprise's agent told me, "there shouldn't be a problem processing the authorization, but because of 'Maryland Enterprise Rent-a-car's policy, the company would/did not re-swipe customers' cards for customer safety."

How not re-swiping a card helps with security, I am not sure, other than eliminating an additional surcharge the company has to pay for each swipe. Despite my apprehension about the policy, I wanted the car and I thought I would be finished shortly.

Besides that, the attending agent as well as an assisting agent became increasingly rude as time passed and there was continued difficulty with process of the override. Instead of trying to assist me, they became condescending and snide. The agent, in frustration, called her district Manager, Mr. Brent Taylor, and told him the situation. At which time, he told me there was nothing he could do other than suggest coming back to the same location the next day to retry the transaction. I asked him to escalate the complaint. He agreed to call "Accounting." After sometime, Mr. Taylor called back and said he had spoken to accounting and they told him, "there was nothing enterprise could do." He then told me that he had also spoken to Mr. Vin Perez, Maryland Controller. Ironically enough, before telling me about Mr. Perez, Mr. Taylor told me that I could not call accounting, which according to him "didn't have any more authority than [he]." I asked for Mr. Perez's phone number and called to speak with him personally. Mr. Perez never spoke to me.

The MBNA, Bank of America, N.A. agent, David L. (Rep Code.: #####), stayed on the phone with me throughout the ordeal and was even courteous enough to give me a second authorization number so the Enterprise agent could re-try it.

In all, we wasted 3 hours 12 minutes at Enterprise, left with no car, my wife arrived at work late, and we eventually made the deal with Hertz Rent-a-car, where they offered reduced for a car two classes above that which Enterprise offered, without a "deal," no less. Mr. Perez never called back either.

Enterprise has a vote of no confidence from this former customer.

Mbwynter
I146 Kennebec Street, Maryland
U.S.A.

CLICK here to see why Rip-off Report, as a matter of policy, deleted either a phone number, link or e-mail address from this Report.

This report was posted on Ripoff Report on 12/23/2007 08:22 AM and is a permanent record located here: http://www.ripoffreport.com/r/Enterprise-Rent-a-car/Oxon-Hill-Maryland-20745/Enterprise-Rent-a-car-They-didnt-pick-me-up-then-let-me-down-Oxon-Hill-Maryland-294001. 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:
0Author 5Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee

Some answers from an Employee

AUTHOR: Anonymousanon - (U.S.A.)

I am going to take direct quotes and try to answer/comment on why things were done that way.

"the company would/did not re-swipe customers' cards for customer safety."
AND
"How not re-swiping a card helps with security, I am not sure,..."
Okay, so first off, the employee was half correct in his/her explanation. ACROSS THE COMPANY, not just in MD, once we swipe a card and it is declined, that card CAN NOT be used for 24 hours. It's locked out of our system automatically, regardless of whether or not the company who issued the card resolves and problems. It's just how our system works, period. The security part of it has to do with credit card fraud and printing stolen numbers on blank cards, but that is a long long explanation. You'll have to take my word, unfortunately.

"...other than eliminating an additional surcharge the company has to pay for each swipe."
We don't pay per swipe. We pay a flat charge based on number of locations. Big retailers usually operate this way.

"Besides that, the attending agent as well as an assisting agent became increasingly rude as time passed and there was continued difficulty with process of the override. Instead of trying to assist me, they became condescending and snide."
If that is true, I am sorry. There's obviously no excuse for poor customer service and disrespectful employees.

"The agent, in frustration, called her district Manager, Mr. Brent Taylor, and told him the situation. At which time, he told me there was nothing he could do other than suggest coming back to the same location the next day to retry the transaction."
Getting his/her superior involved was probably a good thing. For one, this would be the person that could "fix" your frustration, eg. by offering a discount, not to mention greater knowledge on what to do. Bottomline, there really wasn't anything he could do. Like I said, our system locks out that card for 24 hours. We can't unlock it.

"I asked him to escalate the complaint."
Again, I'm sorry, but our CEO Andy Taylor couldn't have fixed this for you.

"He agreed to call 'Accounting.' After sometime, Mr. Taylor called back and said he had spoken to accounting and they told him, 'there was nothing enterprise could do.'"
This is really something he didn't *have* to do for you. This branch manager went above and beyond to try to make this work for you. If you would have had another card, a money order, or another acceptable form of payment, it would have been much easier to just continue with the reservation. Instead, in my opinion, he really tried his hardest to get exactly what you wanted -- the charges on a specific card.

"He then told me that he had also spoken to Mr. Vin Perez, Maryland Controller. Ironically enough, before telling me about Mr. Perez, Mr. Taylor told me that I could not call accounting, which according to him 'didn't have any more authority than [he].'"
Once again, you're going to just have to believe him. As I stated, no one can override the system. There are programmed rules, they're there for a reason, and they can not be broken.

"I asked for Mr. Perez's phone number and called to speak with him personally. Mr. Perez never spoke to me."
He really might not have been available, or he might have really been an ass. Again, who can really say? Only Mr. Perez knows where and what Mr. Perez was doing. Sorry though if he was truly ignoring you and being an ass.

"The MBNA, Bank of America, N.A. agent, David L. (Rep Code.: #####), stayed on the phone with me throughout the ordeal and was even courteous enough to give me a second authorization number so the Enterprise agent could re-try it."
Erroneous! David, your MBNA rep, could have given you authorization codes until he was blue in the face. ONCE AGAIN, one strike with the credit card swipe, and you're out for 24 hours. Not you personally. Hope you get the baseball reference. WAIT! Here... you COULD have had a money order or other card pinch hit for your original card. Yeahhh... that's the ticket.

"In all, we wasted 3 hours 12 minutes at Enterprise, left with no car, my wife arrived at work late, and we eventually made the deal with Hertz Rent-a-car, where they offered reduced for a car two classes above that which Enterprise offered, without a 'deal,' no less. Mr. Perez never called back either."
1) Excellent time keeping. I would have personally never waited that long. And again, and I know this is getting old, but you still would have had to wait 24 hours. 2) We probably would have offered to drive your wife to work if it was relatively close, and we might have even dropped you off at a location that worked for you also. 3) We DEFINITELY would have offered you a better rate or deal than Hertz, had you given us the opportunity. 4) I guess Mr. Perez is an ass. Sorry. There's bound to be a few bad apples in our tree of ~100,000 employees. Don't hold it against the rest of us!

"Enterprise has a vote of no confidence from this former customer."
That's a real shame, especially since you started off by your whole story by saying that you were "a loyal Enterprise customer in New York for about 7 years". It really stinks that you would let one instance get to you after 7 great years of business. I will agree that it is frustrating when something like this happens, but I have to say, and of course you're going to say I'm partial, but I don't really think that we were ever in the wrong here, less the poor customer service (where you stated we basically talked down to you). It seems as though the root of the problem was on MBNA's side, since they apologized for the mix up when you called them and got the first authorization number. Regardless, I hope you do come back to Enterprise one day, and I hope that your experience is far different from the taste you currently have in your mouth about us.
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#2 Consumer Comment

Enterprise

AUTHOR: Prissy - (U.S.A.)

I trust you sent a copy of this report to the Enterprise web site. Also, you may want to print out this report and mail it ( USPS ) to the local office, the district office, Mr. Perez's office, and to the main office. You will definitely get results once everyone knows that you have notified the main office. Good luck.
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#3 Consumer Comment

Enterprise

AUTHOR: Prissy - (U.S.A.)

I trust you sent a copy of this report to the Enterprise web site. Also, you may want to print out this report and mail it ( USPS ) to the local office, the district office, Mr. Perez's office, and to the main office. You will definitely get results once everyone knows that you have notified the main office. Good luck.
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#4 Consumer Comment

Enterprise

AUTHOR: Prissy - (U.S.A.)

I trust you sent a copy of this report to the Enterprise web site. Also, you may want to print out this report and mail it ( USPS ) to the local office, the district office, Mr. Perez's office, and to the main office. You will definitely get results once everyone knows that you have notified the main office. Good luck.
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#5 Consumer Comment

Enterprise

AUTHOR: Prissy - (U.S.A.)

I trust you sent a copy of this report to the Enterprise web site. Also, you may want to print out this report and mail it ( USPS ) to the local office, the district office, Mr. Perez's office, and to the main office. You will definitely get results once everyone knows that you have notified the main office. Good luck.
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