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Report: #73471

Complaint Review: Enterprise Rent-A-Car - East Stroudsburg Pennsylvania

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  • Reported By: East Stroudsburg Pennsylvania
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  • Enterprise Rent-A-Car 3021 Milford Rd. And Main Street Locations East Stroudsburg, Pennsylvania U.S.A.

Enterprise Rent-A-Car (AKA RenRac, Inc.) ripoff, discremenation, liars.Waited 3 hrs before advance reservation honored; BM gave preferred service to male w/o proper papers. Charged for prior damages. East Stroudsburg Pennsylvania

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First - Enterprise's Milford Road and Main Street locations do not treat their customers according to policy.
Second - We firmly believe that, once backed into a corner, the Milford Road location plotted with the Main Street location to charge us for an accident which occurred to a car prior to our pickup of said car.

Listed below is a copy of a complaint which was sent to Enterprise Rent-a-car on Friday, 11/28/03, because of unfair and fraudulent treatment involving several employees of the company.

On Monday, 11/24/03, my daughter, Yolanda Ithier, made a reservation to pick up a compact car at your 3021 Milford Road, East Stroudsburg, PA location. At that time she was told that, since she would be using a bank debit card, proof of residency was required. She was told that a utility bill or some other bill would be acceptable, as long as it was in her name and was used in conjunction with her drivers license and her most recent pay stub. The reservation was confirmed for pick up at 4:00 PM on Wednesday, 11/25/03.
At 3:30 PM on Wednesday, 11/23/03, Yolanda called the Milford Road location for directions. She spoke with a young man named John. John informed her that they did not have a car for her, but were working on locating one. He assured her that he'd call her as soon as he had one for her. (Please note that I was supposed to drive Yolanda to the Milford location to pick up that car; then, I was to drive to New York City so that I could assist my other daughter in cooking our family Thanksgiving Dinner. I couldn't do this, as scheduled, I had to wait along with Yolanda for John's return call.)
At about 4:30 PM, I called the Milford location. John told me that they still did not have a car. So, I asked him what the option was, and he told me that they were doing everything they could. Then, I asked what time they closed, and he said "6 O'clock". I was waiting to hear our options, but I never got any.
At 5:00 PM, I called the Main Street location and spoke with someone named Ashley. She informed me that they had trailblazers for rent, but no compact cars. I explained our situation, and she said that no one from the Milford location had called there inquiring about a car.
At about 5:05 PM, I called your "800" and spoke with Diane. I explained Yolanda's problem and asked Enterprise's policy on such a thing. She was very clear to say that "If we had a confirmed reservation, Enterprise must find us a car, even if they had to go elsewhere to get it." She further said that I should speak with a Manager to resolve this issue.
At approximately 5:10 PM, I called the Milford location and spoke with Jill. I asked to speak the Branch Manager. She offered to assist me, because he was busy on another line. However, I explained Yolanda's problem, and she put me on hold. When she came back to the phone, she said she'd explained the situation to him and that if I wanted to further hold, he'd be with me shortly. While holding, I told Yolanda to get her coat, because it would be best that we go over there. She called Enterprise from another house phone, and told Jill that we'd decided to go to the location. We did.
When we got there, we were met with the same story that they were trying very hard to get Yolanda a car. We even offered to drive to Allentown to pick it up if we had to. I also told John about my conversations with Diane and with Ashley. It was only then, that they, including the Manager (who by-the-way was wasting a lot of time with a man who did not have proof of employment) tried to really find us a car. John went into the computer and said that he saw no Trail Blazer at any location. When I told him again about my conversation with Ashley, he called the location, but came back to us with "They rented it over an hour ago." (Why hadn't he tried this before we got there? It would have been available to Yolanda if he had.)
At about 6:30 PM, Angelo, the Manager at the Milford location, made a call. At the same time John called airport in Allentown. Angelo said that he got us a car. He said, "It's at the Main Street location. It's an upgrade. Would that be okay with you?" I responded with, "All she wants is a car, as promised when she made the reservation."
Angelo went back to assisting the man without proof of employment. I overhead him tell that man that he'd wait for him to go home to get a pay stub. The man told him that he didn't get pay stubs, because he does direct deposit. (So do Yolanda and I, but we still get stubs.)
John began to process Yolanda's paperwork, but discovered that she had a Direct-TV bill in her name, her drivers' license, and her pay stub (only a day old) - all of which had her name and address on them. He refused to accept the Direct-TV bill, saying that they needed a utility bill, such as as telephone or fuel. He said that Angelo made that "policy". So, I said that I'd put it on my credit card, with the understanding that Yolanda would drive our car, and I'd drive the rental car.
When John began processing that, we discovered that I forgot to put my new credit card in my wallet. So, I asked Angelo would he wait for me to drive to my house to get the new one. He just looked at me, while still listening to the man without proof of employment. So, I reminded him that he had offered to wait for that man, if he wanted to go home to get a pay stub, and I only lived 15 minutes away in Penn Estates. He decided to accept Yolanda's proof of residency, instead of waiting for me.
John explained that we'd have to wait about 20 minutes for them to prep the car, which was at the Main Street location, because one of your employees had to drive someone to Broadheadsville then return the car. Then, it would have to be prepped. So, we said that we'd pick up the car at the location, rather have them have to drive it to us. (I thought that was nice of us, since we'd been inconvenienced for almost 3 hours.)
We followed a young man named Nick to the Main Street location. When we got there the car was being washed. He drove passed it, and so did we. He got out of his car, and began talking to another young man in the entrance way of the Main Street location. After a couple of minutes, Nick told Yolanda to get back into our car and tell me to back up so he could pull the rental around. We did, and he pulled it around and pulled in, front first, a dark spot between between 2 parked cars. (There were several cars, which had been returned, at that location, including a few compacts.) Nick began checking the car for dents, and found only 1. To Yolanda, everything else appeared to be fine. So, she drove the car home.
She left for New York City on Thanksgiving morning. She arrived and parallel parked the car on the street. The car remained in the position all that day and night. In fact, it was there until she drove it back to PA today. When she returned it, she said that Angelo went out to check the condition of the car. She said he began at the front and did a walk-around. Then he told her that the car had a dent in the front. After hearing how the car was parked and not moved until today, he said that another car probably backed into her. When I got there, I checked the car and could not see the dent, because it pulled up the same way it was when she saw in the night that she picked it up - front first in. Therefore, I could not see the dent. You would have to get pretty low or be walking up to the car to see it. Or you would have to know where to look for the dent, as if you knew it was there all along. I observed the walk-around the car while sitting in my car. Nick is about 4'11" tall. Yolanda is about 5'10" tall. I didn't notice either of them bending down to check any part of that car. Nor did Nick have a flash light to check the car sufficiently. It is my belief that the dent was there when Yolanda pick up the car, and Angelo, Nick and the person(s) at the Main Street location new it. Therefore, depending on the outcome of your investigation, we will decide how to proceed. (Note: We have spoken with a couple of other people who are willing to come forth about a similar complaint about this same location.)
Even though I told him that we would pay for the damages, rather than have him contact our insurance company, he had Yolanda sign a piece of paper that he said would was not an admission of guilt. Instead, Angelo said that it was just saying that the dent was noticed by him after she returned the car.

Note: When leaving the Enterprise office, a person must approach the car from the rear. Yet, when Angelo began checking the car for dents, he went directly to the spot where the dent in question was found. It was as though he knew exactly where to look. Also, when I went to check for the dent, it escaped me, because the car was pulled in - front first and the bumper hung over a wooden block. Nick, the Enterprise employee who we followed to the Main Street location in order to pick up the car, drove us past the car in question when we arrived there; got out and had about a 2 minute conversation with a male employee at that location; instructed my daughter to get back into our car and to tell me to back out so he could pull the car in question around to check it; pulled the car into a dark spot between 2 parked cars; along with my daughter began checking the car for dents, but without a flash light and without bending down to check the under carriage of any part of the car. Therefore, there is no way he would have noticed the dent, nor would my daughter. If Nick had checked the car in a better lit locations, like the location where it was parked when we arrived, either Yolanda or he would have noticed the dent in question. It would have been noticed while walking up to the car. Since the car was driving by an Enterprise employee to drop off someone in Broadheadsville, then returned to the Main Street location for us to pick up, it is our belief that the employees involved knew of the dent, because it existed before we picked up the car, and they are trying to get us to pay for it so they will not get into any trouble with upper management.
Additionally, she was made to wait to sign the rental contract while at the dark location. Therefore, she was not aware that she was signing to return the car by 4 PM on 11/28/03. If, however, she had been shown the contract, while in the office and in proper light, she would not have signed it if it listed the 4 PM return time. You see, Enterprise did not release the car to her until about 7:15 PM. Unfortunately, she left the contract at home when she parked the car that night. So, she did not find out about the fact that Enterprise was cheating her by 3 hours rental time until I told her. She had planned to spend more time with her sister in NYC, because she thought she had until 7 PM to return the car. After speaking with me by phone, however, she called Enterprise to check the time. They told her to just get the car back before they closed. (They closed at 6 PM.) So, she cut short her time in NYC and drove back to that Enterprise office - getting the car back by 4 PM. When I asked Angelo about this, he commented that they'd give her the car for 3 more hours if she needed. Obviously, if I was there to pick her up to take her home and she had already cut short her trip to NYC, he knew that she no longer had any need for the car.
Prior to her picking up the car, I overhead Nick explain to a couple that if they returned their car before a specified time, they would not be charged for that day. He never explained this to Yolanda. Shouldn't she have been given a free rental or something for all of the aggrevation that she experienced through first misinformation about their requirements; the fact that they didn't have her car when promised; several hours, including an offer to wait for him to go home and get a pay stub, were spent by the Branch Manager to accommodate a person who could not show proof of employment instead of spending that time trying to find a car for Yolanda, who could show proof of residency and proof of employment (PA drivers license, Direct TV bill in her name, and pay stub which listed company where she works and her home address).
Please contact Yolanda Ithier at yoliey@msn.com if you require additional information.

In a second email to Enterprise Customer Service:
I forgot to mention that Angelo charged Yolanda's debit account card a total of $500.00, but only explained that Enterprise was keeping the $250.00 deposit, plus $52.26 rental fees/tax. However, after she went to a cash machine and I reviewed the documents, we noticed that Angelo had charged her account the full $500. This is after I told him that I would rather pay the costs of the car being fixed instead of having him contact our insurance. He assured me that he would contact us first before contacted our insurance company, but Yolanda told me that, after I walked away, Angelo had her sign something saying that they could contact our insurer.

I also forgot to mention that the way the car was parked when both Nick and Yolanda checked it for dents, it was impossible for either to see any dent in the location where Angelo said Yoland was responsibilt.

Brenda
East Stroudsburg, Pennsylvania
U.S.A.

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This report was posted on Ripoff Report on 11/30/2003 06:26 AM and is a permanent record located here: https://www.ripoffreport.com/reports/enterprise-rent-a-car/east-stroudsburg-pennsylvania-18301/enterprise-rent-a-car-aka-renrac-inc-ripoff-discremenation-liarswaited-3-hrs-befor-73471. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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