Report: #1041960

Complaint Review: Enterprise Rent-A-Car 410 & Bandera San antonio Texas

  • Submitted: Tue, April 09, 2013
  • Updated: Fri, April 12, 2013
  • Reported By: Crystal — San Antonio Texas
  • Enterprise Rent-A-Car 410 & Bandera San antonio Texas
    5720 Bandera Road San Antonio TX 78238
    San Antonio, Texas
    United States of America

Enterprise Rent-A-Car 410 & Bandera San antonio Texas Damage Dispute San Antonio, Texas

*UPDATE Employee: Enterprise cares

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On Mar 4th, I rented a Chrysler 300 from Enterprise on Bandera Road, due to my primary vehicle being repaired at Caliber Collision from a vehicle accident that was not my fault. Enterprise sent someone to pick me up and take me to their office down the street from the auto body shop. When i arrived they were very busy and had about 6 customers in their lobby and two agents at the desk helping the customers.

Jordan Skinner, the Enterprise agent who inspected the vehicle, was chatty, distracted, inappropriately dressed, and rushed through the vehicle inspection. Jordan did not conduct an inspection of the front air dam area of the vehicle as she was wearing high heels and a very tight skirt enabling her to bend down and look below the vehicle that was parked on a cement curb and in front a cement pillar to the Enterprise building that obscured the view of the area that was damaged. As a result, the inspection of the vehicle at the time of rental indicated no damage to the vehicle. My husband noticed the damage later that evening and pointed it out to me. I called the Enterprise office but they were closed.

Two days after I picked up the vehicle it rained in San Antonio causing the roads to be slick when i noticed that the brakes and tires on the vehicle were bad the brakes would lock up and the tires would slide going 10 mph. My vehicle was suppose to be ready in a few days so i didn't worry about taking it back to Enterprise to get a new vehicle. Well my car ended up taking a week longer than it was suppose to because of the unique paint color of my vehicle.

I returned the vehicle on Mar 23rd to Caliber Collision, where I picked up my vehicle. I was later called by Kimberly Sosa, the branch manager, stating that there was damage to the vehicle. At that time I told the agent that I did not cause this damage and that it was like that when I received it, and she noted my dispute. She stated that an investigation would be done and that they would look into the past two vehicle rental histories. She later called and stated that the past two rental histories didnt report any damage. I repeat, I did not cause this damage. That said, I acknowledge that when I did not receive the vehicle, the processing agent nor myself noticed the damage.

Kimberly called one again asking if i was going to pay out of pocket or use my insurance to pay for the damage. My husband asked her for the amount of damage, she put him on hold and than told him that it would be $534. He said we would be in the office later that day to pay for it. We go to the office to pay for the damage and Kimberly is very ill prepared to help us. No paper work was ready and after about an hour of waiting we leave with absolutely nothing resolved. While we were waiting Kimberly calls DRU which states that is amount to be paid is not $534 but $545 and that it wasn't the final amount to be paid. She provided me a number to DRU but didn't even provide a claim number.

I called DRU and they provided me a claim number, yet another different amount for the damage, and then stated that the amount wasn't final and that i would receive a letter in the mail.

Some of the worst customer services I have ever seen from a manager and an assistant manager. No matter what in customer service the customer is always right and she refused to ackownledge that. We didn't do the damage to the vehicle it was like that when we got it and that her agent failed to do her job properly.
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#1 UPDATE Employee

Enterprise cares

AUTHOR: Enterprise Rent-A-Car - ()

Thank you for bringing this to our attention. We would like to look into this further.  Please email Care[at] with your full name, contact information and any other details.
When emailing, please list reference # 130412-002042 in the subject line.

Thank you

Social Media Coordinator
Enterprise Holdings
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