• Report: #1113836

Complaint Review: Enterprise Rent-A-Car

  • Submitted: Wed, January 08, 2014
  • Updated: Wed, January 08, 2014

  • Reported By: Rick — District of Columbia Washington
Enterprise Rent-A-Car
23330 Autopilot Dr. Dulles, Virginia USA

Enterprise Rent-A-Car Bogus Charges, Hefty and Unnecessary Penalties and Processing Fees, Poor Customer Service Dulles Virginia

*Author of original report: Still No Word - Ticket Finally Issued to Me 2 Weeks After it Was Promised

*UPDATE Employee: Enterprise Cares

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I was reviewing my most recently issued credit card statement to find that a 518 dollar charge appeared on my list of recent transactions.  This aroused my suspicion as I had not done business with Enterprise since October 21, 2013 (over 2 months ago).  Upon inquiring about the charge, I was informed by a customer service representative that it was issued as a result of a parking violation I received on October 29, 2013.  However, at no point within the remaining duration of my rental agreement following this violation was I presented with a ticket or citation.  I currently reside overseas and was only made aware of the charges associated with this violation while reviewing my most recent credit card bill.  I have made three calls to three separate representatives from the Enterprise citations department in an attempt to ascertain the nature and cause of the citation and why I was not notified of this citation and the associated charges earlier.  The first representative was not able to provide me with any specific details pertaining to my ticket but did inform me that a copy of the ticket would be sent to me via email within 24 to 48 business hours.  After failing to receive an email from Enterprise within this 24-48 hour window, I followed up with a second call to customer service.  The second representative was able to provide me with a citation number and the telephone number of the District of Columbia Treasurer, which is the issuing entity for the ticket.  I informed the customer service representative that I had yet to receive a copy of my citation via email.  She assured me that she would arrange for an email to be sent to me as soon as possible.


Upon calling the DC Treasurer, I was informed that two separate tickets were associated with the citation number I provided and that after failing to receive payment for the first citation within the allotted time frame, a second one in the same amount was issued as a penalty.  He also informed me that because more than 30 days had elapsed since the citation was issued, it could not be contested.  


Following this conversation with the DC Treasurer, I called Enterprise customer service a third time to inquire as to why I have not yet received a copy of my ticket and why I was not notified of the original citation so that I could have been afforded the opportunity to pay it in full in a timely manner so as to avoid any further penalties.  I was told that Enterprise was not aware of the citation until December 26th and was not aware of two separate violations being issued, but instead that only one citation of 500 dollars was presented to Enterprise.  I informed him that I have called twice before requesting the details of my citation but have yet to receive an email with the details of my ticket.  The customer service agent asked me to take into consideration the adverse weather conditions and that "Enterprise employees are still showing up to work despite the unfavorable weather".   


I find it very disconcerting that I was not made aware of this citation until only a few days ago and that I am now being held liable for two separate tickets and an 18 dollar processing fee due to Enterprise's lack of due diligence in notifying me of the original citation in a timely manner.  Because 2 months have transpired since the original ticket was issued, not only am I liable for two separate tickets, but I am now not able to contest the citation.  Had I been made aware of the original ticket when it was issued 2 months ago, I would have paid it in full to avoid incurring any further charges and fees.  I find it rather unfair that I am being held responsible for the second ticket when it could have been avoided had Enterprise informed me at the time the original citation was issued.  


Taking into consideration the fact that no evidence of a ticket was provided to me of a violation during the period of my rental agreement and the fact that it took Enterprise 2 months before it notified me of my original 250 dollar citation, hence incurring a second penalty of that same amount, I feel that Enterprise should at least credit me with the second 250 dollar fine.


This report was posted on Ripoff Report on 01/08/2014 08:41 AM and is a permanent record located here: http://www.ripoffreport.com/r/Enterprise-Rent-A-Car/Dulles-Virginia-20166/Enterprise-Rent-A-Car-Bogus-Charges-Hefty-and-Unnecessary-Penalties-and-Processing-Fees-1113836. 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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#1 Author of original report

Still No Word - Ticket Finally Issued to Me 2 Weeks After it Was Promised

AUTHOR: Rick - ()

Since my last correspondence with Enterprise two weeks ago, I have not heard back from the company regarding a ticket received on October 29 in the amount of 518 dollars for a parking violation.  At the time of the violation, no ticket was displayed on the windshield of the rental vehicle during the time I had it in my possession and no mention of a violation was made to me by Enterprise upon its return.  However, 5 weeks after returning the vehicle and flying back overseas to resume my post, Enterprise charged me for not one, but two separate violations, each in the amount of 250  dollars!   During that time, I did not receive any correspondence from Enterprise regarding my violation, although I would have immediately paid it at the time it was originally issued if I had.  What Enterprise did instead was wait until 2 tickets had been incurred (the original plus a second for failing to pay the first one on time) and only then charged me in January for both 250 dollar tickets, adding an 18 dollar processing fee on top of all of that for a grand total of 518 dollars.  Why Enterprise could not bill me for the first 250 dollar ticket when it was issued back in November instead of waiting for a second one to be issued baffles me and acts contrary to Enterprise's mission of "fulfill[ing] the automotive and commercial truck rental, leasing, car sales and related needs of our customer and, in doing so, exceed their expectations for service, quality and value.  We will strive to earn our customers' long-term loyalty by working to deliver more than promised, being honest and fair, and "going the extra mile to provide exceptional and personalized service that creates a pleasing business experience..."

My expectations for service, quality and value have not been exceeded, let alone met and despite your verbal and written commitments to assist me with this matter, nothing has been delivered.  If anything, I feel I have been dealt with dishonestly, unfairly, and unprofessionally.

After inquiring about the ticket and making numerous costly overseas calls to Enterprise to simply obtain further information regarding the nature of my ticket, a copy of it was finally sent to me 2 weeks after it was promised to me “within a 24-48 hour window”.  When I inquired with customer service what was taking so long to get a simple email sent out to me with the ticket details, I was told that "hazardous weather conditions were causing a delay and that Enterprise employees are normal people like you who still have to drive to work every day".  Hazardous weather conditions or not, it shouldn’t have taken so long to send me a simple email.  Enterprise has had a copy of my violation in their possession since November when it was presented to them (as confirmed by the DC treasurer, the agency which issued the ticket). 

I will never rent a car from these thieves/liars ever again.  Their slogan should not be “We pick you up” but rather, “We let you down”.

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#2 UPDATE Employee

Enterprise Cares

AUTHOR: Enterprise Rent-A-Car - ()

Rick

We’ve taken note of your comments and would like to look into this for you. Please send a detailed email to care@enterprise.com  including the exact rental location, your contact information, your rental agreement or reservation number and any further information regarding your experience with us. When emailing, please list Reference Number 140108-002672 in the subject line. We look forward to hearing from you. 

Respectfully, Carol H. Social Media Enterprise Rent A Car

 

 

 

 

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