ED Magedson – Founder
Enterprise Rent-A-Car915 S Milwaukee Ave Libertyville, Illinois USA
Enterprise Rent-A-Car Enterprise Holdings Enforced Unreasonable No-Gas-Refund Policy Under GM Recall Libertyville Illinois
As a result of the General Motors recall on ignition switches for my vehicle, I took advantage of the offer to obtain a free loaner vehicle, paid for by GM though the dealership, Libertyville Chevrolet. I turned in my vehicle and obtained my loaner from Enterprise Rent-A-Car. I read and signed the paperwork. I also noticed a sign in their facility that I had read with the impression that refunds would be given on gasoline if the vehicle was returned with more gasoline than when received.
Over 1 month later, the original vehicle that was given to me had also fallen under a recall, so I had to take the time to return to the rental place to obtain a new rental vehicle. I had returned that vehicle with the same level of gas that I was given, which was almost full, so I was not concerned. I received a new rental vehicle with the tank 1/4 full.
Almost 1 month later, around May 20th, I had received a phone call from the dealership stating that they had still not yet received the replacement ignition switch, but that they would keep me up-to-date. [continued below]....
After parking and going into the rental place, I had to wait in line for at least 45 minutes. After I finally got up to the counter, I gave the agent, Evan Gailey, the keys. He inspected the vehicle and found no issues. He returned and said that I was good to go. That is when I asked about the refund on the gasoline. I explained that it was given to me with 1/4 tank, and I was returning it with 3/4 tank. With a vehicle that has an 18 gallon tank, that would be about 9 gallons returned. The price I paid for gasoline on May 20th was $3.779, so 9 gallons as that price would be $34.01. I requested a refund, but Evan refused, stating that it was against their policy and that the only thing he could offer me was a coupon for a future rental.
There are several reasons I believe this situation was not only a rip-off, but an unethical answer to an unusual situation.
I am disappointed that I lost $34 in gasoline. I am upset that I had to wait so long to only find out that it was a waste of my time. I am angered by the offer for a coupon for a future rental, because I will likely have no need to rent a car in the future, and a coupon on a future rental would only hurt my financial situation further. Considering I had to waste my time and gasoline to return to the dealership to return a rental vehicle, this was an unreasonably handled request from the agent. Even the manager, Gabe, who I am sure was listening, did not offer any other solutions.
While my experience with Enterprise was, with the expection of this rip-off, quite satisfactory, I will have to consider taking my business elsewhere in the future, if it is needed. Customer satisfaction not only comes from the quality of the product, but also the quality of the service and the ability to handle unusual situations in a professional and reasonable manner.
This report was posted on Ripoff Report on 05/25/2014 07:00 AM and is a permanent record located here: http://www.ripoffreport.com/reports/enterprise-rent-a-car/libertyville-illinois-60048/enterprise-rent-a-car-enterprise-holdings-enforced-unreasonable-no-gas-refund-policy-unde-1149508. 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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