Enterprise Rent-a-Car Charged for insurance even after being told it wasn't required Bellevue, Washington

As an ex-employee of Enterprise, I can tell you that Enterprise cares absolutely nothing about the customer - only the bottom line.  I quit after I had all that I could take from their lies and underhanded operations.  I was told to either lie to the customers or find other employment, which I did post haste.  Enterprise will do all that they can to add the Liability Waiver ( it's NOT insurance, by the way ) because it's 100% profit for them, and their employees are measured by how many times they add it on.  And if the customer does not add the Waiver, once they return the car, many times the employee will "find" damage done to the vehicle.  Enterprise is going to screw you coming in and going out. 

I emailed Genelle - who I have to thank (seriously). She was the first person from Enterprise to reach out to me after 8 days. Thanks Genelle!

After Genelle escalated the matter to the Regional branch, I was advised that someone from upper management (from the Regional branch) would deal with my situation. Unfortunately this wasn't the case and I had to deal with someone from the local branch - the same branch that initially wouldn't return my calls. Not once did the branch apologize for, or even acknowledge, ignoring us/never returning the calls.

It bewilders me that they are still under the impression that we wanted the additional insurance if we wanted the additional insurance, we would have paid for it and wouldnt be filing a report with ripoffreport.com. We pay ~$100/mth for insurance through GEICO. Why would we want $920/mth ($460 for 2 weeks) insurance?

The branch acknowledges my wife had no experience with renting vehicles and was trying to communicate that GEICO would cover insurance, but the rep was under the assumption that it was for the additional (charged) insurance. The rep advised my wife that GEICO didn't cover the insurance, but as my wife said GEICO would, he had her sign for the additional insurance. They informed us that from a business standpoint a contract was signed, - basically regardless of who said what or what was meant, too bad.

So it turns out there were mistakes from both parties:

Inexperienced Customer (my wife): wasnt clear enough when trying to inform Enterprise that GEICO would insure the vehicle - signed for additional insurance without realizing what it was and that the rep had misunderstood her.

Experienced Representative: assumed by wife was talking about additional insurance although she was referred by GEICO and logging GEICO in the "Bill To" part of the contract. After being told GEICO was covering insurance, told my wife GEICO wouldnt cover insurance, knew GEICO wouldnt pay for additional insurance, but still assumed she was referring to additional insurance.



The 'resolution' I have been offered is: the ~$460 amount will be dropped to $200.

I was always under the assumption that customer service was to strive for customer satisfaction so customers come back. It appears Enterprise (or at least certain branches) have a different point of view. They have succeeded in driving us away.

While they have managed to get an extra $200 out of us in the short term, long term they have lost a lot more. From a "business standpoint", we will never do business with Enterprise again - sorry to Genelle and Amanda who tried to help, you were both helpful.  When my family (from overseas) visits next year, from a "business standpoint" Enterprise will not be receiving their business. When I inform my friends about the lack of communication and being charged $200 for a misunderstanding that an experienced representative apparently failed to catch, from a "business standpoint" Enterprise will no longer receive their business.

For those who may end up reading this, please, please make sure you do the following before signing for a rental:

1) Read everything you sign, carefully. Do not have the rep circle where you should sign. One simple mistake or misunderstanding and youll pay for it. Enterprise reps dont lose their own personal money for mistakes they dont care if there is a mistake or misunderstanding.

2) If applicable, state clearly My insurance policy will cover the rental vehicle. I do not want additional insurance. After stating that, make sure they do not ask you to sign for additional insurance.

Lastly, thank you ripoffreport.com. Without your site, I may never have received a response from Enterprise.

Weve taken note of your complaint and we would like to have the opportunity to look into this concern for you. Please send us a detailed email to care[at]enterprise.com including the exact rental location information, your contact information, your rental agreement and any further information.

When emailing, please list Reference Number 111027-001143 in the subject line. We look forward to hearing from you.

Respectfully,
Genelle
Enterprise Rent A Car