• Report: #642844

Complaint Review: Enterprise Rental Houston (Braeswood ofc)

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  • Submitted: Tue, September 21, 2010
  • Updated: Wed, September 22, 2010

  • Reported By: Julie — Houston Texas United States of America
Enterprise Rental Houston (Braeswood ofc)
4665 N BRAESWOOD BLVD Houston, Texas United States of America

Enterprise Rental Houston (Braeswood ofc) Enterprise Rent A Car Damage Scam Houston, Texas

*UPDATE Employee: We are listening & want to help.

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I had to rent a car from them a couple of weeks apart while my car was being repaired at Baker Jackson Nissan as this is the company they use.  The first time I paid for the supplementary insurance which I hated to do but didn't want to worry about it since I didn't know how long it would take to do the repairs.  (Baker Jackson paid the rental charges per the terms of my warranty - a $5 daily fee plus $15.00 for the ins!).   My car was in the shop 3 days.  I was told by both Baker Jackson and the Enterprise employees that I could just leave the keys with Baker Jackson and they would pick it up (as an added convenience) which I did.   No problem the first time around.  But when my AC still wasn't working right I had to bring it back and Baker Jackson took care of the rental in full - no fees and assured me they would get it back to me in a day so this time I did not take the supplementary insurance knowing I would not be driving it much or parking it anywhere it would not be safe for the one day.  I returned it the next morning (per Baker Jackson's request) and parked it in the same spot as before - just down from the service drive where all could see it and with only the passenger side exposed. 

Yesterday, I received a letter from a corporate office of Enterprise regarding DAMAGE to my rental!  I have numerous witnesses from the time I picked it up to the time I dropped it off who can verify there was NOTHING wrong with this car.  I called the store I rented it from and asked to speak to the woman who rented it to me (Meagan) to find out what this was about, when they picked up the car from the dealer - etc.  She quickly put me on hold without answering a single question.  Then another man picked up the phone and in a very dismissive manner basically said I need to call the #on the letter - that they had nothing to do with this?  Really?  Then who turned in this claim without even contacting me for information?

I got even less help from the number on the letter.  I received basically the same response as the person from Colorado stated in their report.  When I asked what time they picked up the car from Baker Jackson she stated a time before I even arrived to drop off my car.  When I told her that wasn't possible she said "Oh, well that was the contract time".  Then she quickly told me that they wouldn't leave it there that they would pick it up immediately.   Really?  So why did it take them an hour to get me to their location to rent a car in the first place - both times?!  Then she just kept repeating over and over that it was my responsibility as it was my contract. 

I explained to her that I was told by both the dealer they had their contract through and their own people "just to leave the keys there" no one ever said anything about this continuing to be my responsibility after I relinquished the keys to the dealer personnel.  And I told her there was no way I would have ever done that had I known that to be their policy.  Oh and by the way there's nothing written or stated anywhere to this affect either at the dealer or Enterprise.  She obviously didn't care about anything I had to say and all she would say is that she would put my comments in the notes.

I am furious!  I am a single working mother and I don't have the time or money to deal with this kind of nonsense.  What unscrupulous and suspicious behavior - the one time I don't purchase their insurance and this happens?   I realize now I should never have trusted this situation.  I don't know who went for a joy ride in my rental but I can assure this is not over by a mile.  I've contacted the service supervisor at the dealer who said he is going to look into this but who knows.  At this point I'm finding it hard to trust anyone.  Someone at Enterprise knows who is responsible and to pass that onto an innocent customer is lower than low, especially in this economy when everyone is just trying to get by the best they can.  Unfortunately, as I've been researching my problem I've discovered what a global problem this is.  Just business as usual for Enterprise.  I guess this is why they're not even listed with the BBB! 

If anyone has any suggestions please let me know.  I would appreciate any assistance.



This report was posted on Ripoff Report on 09/21/2010 11:43 AM and is a permanent record located here: http://www.ripoffreport.com/r/Enterprise-Rental-Houston-Braeswood-ofc/Houston-Texas-77096/Enterprise-Rental-Houston-Braeswood-ofc-Enterprise-Rent-A-Car-Damage-Scam-Houston-Texa-642844. 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 UPDATE Employee

We are listening & want to help.

AUTHOR: Enterprise Rent-A-Car - (USA)

We are listening and I am so sorry for your expereince with our branch.  I would like to offer you assistance in resolving this matter.  Please email me at care[at]enterprise[dot]com and include your full name, contact information, rental agreement number, and names of the employees you have spoken with.  Please use "Incident # 100922-000852" as ths subject line of the email.  - Rich at Enterprise Rent-A-Car
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