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Originally Posted by William  Thank you guys for your advice.
One simple question that hasn't been answered is what is the normal policy on this? Are they supposed to charge or not? If they are then why when I call do they tell me the wrong thing? If they are not supposed to charge, then why is she charging me?
Is there a difference between policy and practice? |
"Policy" states that the charges run through time of check in. However, in the interest of customer service, ERAC often makes exceptions to "policy" and will stop charges at time of drop off. The policy is based on the two principals, one, ERAC would not have the opportunity to re-rent the vehicle and therefore would ensure income. Secondly, there needs to be time for ERAC to address any damages, fuel charges, milage, etc., before the ticket is closed.
Another issue I used to see quite often is that one employee, trying to deliver good service, will tell you that he/she will stop charges when you drop the vehicle and may or may not enter any notes. A second employee will then close the ticket on Monday, and either not see any notes or not look for any notes and follow "policy" and close out the ticket. This is most common with newer employees who do not want to get into trouble with their manager by incorrectly closing the ticket.