Charged for extra days after drop off

[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?

[Green'dOut]

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.

[Intern]

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?

There is no official policy on this since 99% of the rentals are rented from the branch and returned to the branch. The drop off policy is really on a branch by branch basis and even sometimes on a customer by customer basis.

Assuming for a second that your story is 100% factual than they should not have charged you for the extra days since you informed them that you had returned the vehicle on the day you dropped it off. More than likely the branch screwed it up and they do not want to lose the extra days of income.

To get your money back I would call the body shop and talk to the person that you dealt with. Inform them of your issues at ERAC and let them know that you will be calling ERAC to dispute the charges. Call ERAC and immidiately ask the person for the number to the AREA MANAGER. Typically the person will try to work things out, if they dont than insist that you get the number to the AREA MANAGER. Keep working your way up the todem pole until you get your money back for the couple of days. This could take a while (a few hours) to get your money back, if it is worth the time than go for it. If not, simply let it go and never use Enterprise again.

[William]

The credit card company (Citibank) just told me that they have ruled in my favor and refunded the money for the two days. This was much easier than trying to deal with ERAC. All it took was a quick letter. Hopefully they got hit with the charge back fee!

I get from what you all have said it was not a direct attempt to scam me, however once I called they should have taken care of it right away and not tried to brush me off. The website email to them got no response either.

Just not good business.

[voice of truth]

Originally Posted by Intern

There is no official policy on this since 99% of the rentals are rented from the branch and returned to the branch. The drop off policy is really on a branch by branch basis and even sometimes on a customer by customer basis.

This is true. There is no "official" policy. However, our area would always discourage dropoffs at the shop. The reasoning is that you weren't able to get into the "completely satisfied" discussion with the customer.

[gimmeabreak]

Originally Posted by William

The credit card company (Citibank) just told me that they have ruled in my favor and refunded the money for the two days. This was much easier than trying to deal with ERAC. All it took was a quick letter. Hopefully they got hit with the charge back fee!

I get from what you all have said it was not a direct attempt to scam me, however once I called they should have taken care of it right away and not tried to brush me off. The website email to them got no response either.

Just not good business.

Look, you stupid fuck....ERAC picked your ass up at the shop, took you to get the car...and then you don't even have the decency to return the car from where you got it....don't you see the disparity in that??? It takes ONE person to pick your lame ass up...it takes TWO to get the car back from the shop...GET IT??? At times there are only TWO people in the whole fucking branch...so...that means the car has to sit there until it's physically possible to get it. You selfish bastards are all the same...

[Green'dOut]

Originally Posted by William

The credit card company (Citibank) just told me that they have ruled in my favor and refunded the money for the two days. This was much easier than trying to deal with ERAC. All it took was a quick letter. Hopefully they got hit with the charge back fee!

I get from what you all have said it was not a direct attempt to scam me, however once I called they should have taken care of it right away and not tried to brush me off. The website email to them got no response either.

Just not good business.

That's great. But be careful. What now will probablly happen, since the ccard company is getting the money back, that money is going to be "out there" in accounting limbo. Technically, since the income was generated on the rental agreement, ERAC will be expecting the money to be collected from somewhere. The branch may still pursue you for it and possibly report it to collections. The branch still needs to write-off that amount. This is a matter of accounting paperwork, but I would not be suprised if you got a call or a collection letter from ERAC stating that you are still responsible for the charges. The letter will state that if you do not pay within X number of days they will report it to collections. You still need to clear things up with the branch or Area Manager.

Just advice from the experienced.

[contracheck]

Originally Posted by gimmeabreak

Look, you stupid fuck....ERAC picked your ass up at the shop, took you to get the car...and then you don't even have the decency to return the car from where you got it....don't you see the disparity in that??? It takes ONE person to pick your lame ass up...it takes TWO to get the car back from the shop...GET IT??? At times there are only TWO people in the whole fucking branch...so...that means the car has to sit there until it's physically possible to get it. You selfish bastards are all the same...

ENOUGH OF THE 'F' WORD ALREADY !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! DO YOU NOT HAVE ANY SCRUPLES AT ALL TO CALL A PERSON A STUPID "F" ??? IS IT STUPID IS AS STUPID DOES HERE ???

ENOUGH ALREADY !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

[William]

Originally Posted by contracheck

ENOUGH OF THE 'F' WORD ALREADY !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! DO YOU NOT HAVE ANY SCRUPLES AT ALL TO CALL A PERSON A STUPID "F" ??? IS IT STUPID IS AS STUPID DOES HERE ???

ENOUGH ALREADY !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Much better to totally ignore these types, they want a reaction. If you read what they say, you can tell they are not very rational.

You ignore them and you take away their fun.

[gimmeabreak]

Originally Posted by contracheck

ENOUGH OF THE 'F' WORD ALREADY !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! DO YOU NOT HAVE ANY SCRUPLES AT ALL TO CALL A PERSON A STUPID "F" ??? IS IT STUPID IS AS STUPID DOES HERE ???

ENOUGH ALREADY !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Fuck off! The truth stings a bit doesn't it? Oooh don't use the "F" word....and people "like us" aren't looking for a reaction...we're just sick and tired of wimpy namby pamby's such as yourself.