I rented a car from Enterprise ( downtown Dayton, OH location) on 9/11/19. I prepaid for the days I would have the car along with a $150 deposit. I needed to keep the car longer so I went and pre paid for additional days, and swapped out the original car on 9/14/19.
On that same day the car was stolen. When it was stolen the local office was closed. It was after 6 on a Saturday. They didn't reopen until Monday morning. I called the 1-800 customer service number. They said ti o call the local office where I got the car from and just let them know.
They said that they were going to put all the notes in my account and send something to the local office as well. They said everything would be taken care of. When the agent didn't offer me a replacement rental. I asked about the money I pre paid for the rental that I wont be using now.
They said I would receive my $150 deposit back plus any additional days paid for after the date I listed on the report that the car was stolen. I had some family issues going on that week, a viewing and a funeral. I got really busy.
i didnt end up calling the local office until the 20th. I was mainly calling to make sure the account was closed and to see how long it would take to receive my refund. I had no idea how it worked. By law its not my car they own it. I didn't think I had anything left to do.
The agent said it would taken care of. I later found out that information was wrong. And their rules and prices change from person to person. When I called the local office on 9/20/19. The man I spoke with informed me that I had to make the police report then bring them a copy. He said they needed that before they could do anything.
I went that day and filed a police report. I put on the report that the incident occurred Saturday September 14, 2019. The police officer told me I had to meet with a detective on Monday morning. She said I could get a copy of the report at that time.
On Monday September 23 2019 I met with the detective, got the report, and took it to Enterprise. When I got there I was shocked to learn that they were still charging me. I was told I would be refunded. The guy at enterprise atold me I owed money. He said I owed another $300 ( Not the exact number).
He said I had to pay it before he could close out the account. I explained to him everything I was told previously. He said he could close the account out as of the 21'st of September. He then stated I would need to pay $180.
The guy telling me this was the guy sitting next to the person who was assisting me. He got up and walked away to do something. At that time I tried to get the person assisting me to do the right thing. He said he would close it out as of the 20'th if I paid $98 that day.
If I didn't pay it then he said I would be liable for any damages and would still incur charges. There were other customers in there at this time, I didn't want to argue and cause a scene. I just paid the $98. At that moment I knew I was screwed.
They agents told me three diffetent amounts that had to be paid that day in order to close the account out a. They kept changing the date which they could mark the account as closed as well. They wanted any amount of money out of me they could get.
It also told me how easy it is for them to close the account out on any date. So why all the problems. I thought to my self. It's the 23rd your closing it as of the 20th. Why not just go ahead and do it as of the 16th. After that was all taken care of I called the 1-800 again. I told them about what was going on.
They said the agent should not have charged me. They should have given me the refund plus deposit. The agent said they were going to open a ticket, and send a message to the local office manager. She said someone would contact me within 24-48 hours.
No one contacted me. I went through this process several times over the next 2 weeks. Different agents said they were sending these tickets to different people. Every agent I spoke to would tell me they didn't see any open tickets but no worries they would take care of this for me.
One lady I spoke to said she was actually issuing the refund, told me an exact dollar amount and that Iwould receive a receipt of the transaction to my email within 24 hours. On either September 26th or the 27th I called the 1-800 number again and the lady I spoke to said the same thing.
She then said she would open a ticket and send it to the regional manager and the corporate office. I received a call from the regional manager on Monday September 30, 2019. Instead of calling me saying the matter was taken care of. I had to explain the whole situation for the 100th time.
Only for him to tell me he would look into the matter and get back with me. He should have been able to look at the date on the report. Look at the days I paid up until. I would think rread notes from all the times I called in. Then issue the refund. Apparently that's that can't be done.
While on the phone he stated I swapped out the car on the 16th not the 14th so it couldn't have been stolen on the 14th. I finally just said OK whatever it was the 16th then. But I made it clear it was stolen on the day I swapped it out. He said it was the 16th so I agreed.
After all he was looking at my account. When I got off the phone I looked at the calendar, because I knew it was a Saturday. Well I was right. It was Saturday the 14th. I then checked my credit card statement just to be sure. It was the 14th.
I called the 1-800 number back so that they could send the regional manager a message to let him know it was the 14th. I did this because I thought he would be issuing me a refund. I didn't want him to exclude the 14th and 15th from that refund. He didn't leave a name and number.
That was my only option. It is now almost noon on Saturday October the 5th. I have'nt heard anything back from anyone. I went online and tried to find who I could take this issue to next. Thats when I found out Enterprise is part of a much bigger company. They are a smaller company of Enterprise holdings. One of the largest privately owned companies.
The corporate number listed on the website just rings until it goes busy. I didn't bother sending an email to the address listed. I figured it was a waste of time, like everything else I have been doing. There was no other way to contact anybody higher up.
On the Enterprise website they listed the 800 number as the only way to contact. There are no email addresses listed for any of the board members, CEO. Nothing. There is no one I can contact higher then the regional manager.
They also have insurance that covers their vehicles in situations like this. So there getting paid twice. Here I am living paycheck to paycheck and having to to go through all this for a few hundred dollars. While there getting paid twice. Once from me and once from the insurance company.
At this point for all the trouble, time spent, and problems I've went through. They should just give me all the money back and moving forward we wont do businness together. Also I just read a policy on the website that says it takes 20 days to get your deposit refunded by check.
Well Ive already waitted almost 20 days. I didnt pay with a check I paid with a card and was told it would go back on tbe card once the account was closed. Another example of being told different things. I read they are committed to providing superior customer service.
I find that hard to believe. After all this time and effort spent running in circles. When they could have just refunded the money. Everyone you talk to says different things. You can't talk to anyone with authority. Which tells me they probably have a lot of problems they dont deal with, and dont really care what people think. Who are you going to complain to.
I've just been tossed around from person to person. And been told what they think I want to hear so that whoever Im talking to at the time can move on. I hate doing business with big corporations like Enterprise. They can do what ever they want.
Rip you off, and provide the worst customer experience possible. And there's nothing you can do about it. Sure you can rent a car when needed from another company. But they own most of those. Its like Walmart ripped you off and you went through all this with them. Sure you can shop somewhere else but you have to drive 20 minutes out of your way to get there.
Customer Service is a thing of the past. These big business's know that. Therefore they are always right and if you don't like it oh well. The customer is never right, even when they are. I know 400 and some odd dollars may seem petty and not worth all this. I work to support myself my step son and my husband who has serious health issues.
With that comes expensive prescriptions and Dr Apt. Which all of them are not covered by insurance. And it doesn't matter to me if it was $400 or $10. It's about doing what you say, and what is right. It shouldn't take a multi billion qdollar company almost a month to handle a dispute.
A small business would have handled this problem right away. They value their customers and want you to come back. They don't want people talking negative about their business. Not Enterprise. If I don't go back it doesn't matter. They have millions of other customers.