Charged for extra days after drop off

[BubbaGUmp]

Originally Posted by Branch$$$isaloser

They may be, but without them you would be out of business. So pucker up and get my car! Free upgrade! I rent all the time!

Hope you crash and burn baby!

[caliente]

Originally Posted by Green'dOut

Assuming you signed the contract, you may run into trouble with a chargeback. The contract itself states that charges will continue until the vehicle is checked in by an ERAC employee. Simply because you disagree with the charges, does not necessarily mean that the charges are fraudlent in the eyes of the ccard company. When processing a chargeback, they will request a signed copy of the contract. If ERAC is able to produce a valid signed contract, the ccard company may tell you that the problem is between you and ERAC. The charge sounds valid according to the contract you signed.

Two pieces of advice. Call the body shop and complain. If you can get them on your side you will have more leverage. A complaint from a constant source of business like a body shop, will cary more weight.

Secondly, call and ask for the Area Manager. I would almost be willing to bet that you would get your money back almost immediately. But start with the body shop. Let them know that your feel cheated and that you are suprised that they would partner with a company that would do that.

I was an Area Manager. If you were a customer of mine and called me with this concern I would have refunded you while we were on the phone.

yeahi used to be an Area Manager too, but i couldnt make my mortgage pament or pay for groceries with customer concerns.

[caliente]

Originally Posted by Mclovin

I didn't read every post in this thread, but I got the gist here...

As a recently departed assistant manager, 1 of the main reasons I quit is because I was sick of dealing with self important customers that thought their time was so god damn precious that god forbid in between taking their 2 year old to pre school and getting their nails done they return the rental car back to the branch instead of at the shop. Enterprise is open from 7:30 til 6 and we all know that as soon as that front door is unlocked at 7:00 every morning, the customers stroll right in and they show up until it is locked at 6:15ish each night. If you can't find time in your busy little schedule to return the car between those hours then you're full of $hit and you need to get real.

well the real reason it was so easy for you to just drop the car off at th bodyshop is those body shop guys LOOOOOOOVVVEE to take free rental cars home w/ them over the weekends. its no secret either, happened when i worked there and no way to prevent it. i worked at a branch inside a dealership and usually got about 4-5 drops for monday morning. you can imagine the surprise on a customers face when you tell them their car was checked in monday morning w/ and empty tank and an extra 200 miles on the car!

[Frank the Tank]

Originally Posted by Mclovin

I didn't read every post in this thread, but I got' the gist here...

As a recently departed assistant manager, 1 of the main reasons I quit is because I was sick of dealing with self important customers that thought their time was so god damn precious that god forbid in between taking their 2 year old to pre school and getting their nails done they return the rental car back to the branch instead of at the shop. Enterprise is open from 7:30 til 6 and we all know that as soon as that front door is unlocked at 7:00 every morning, the customers stroll right in and they show up until it is locked at 6:15ish each night. If you can't find time in your busy little schedule to return the car between those hours then you're full of $hit and you need to get real.

True dat. It's amazing they can make the time to come get the car, almost always right after the accident or whatever. But can never seem to make the time to get it back to ERAC. I always love the "can you wait for me?" line. I would love to go to their place of business and ask them to wait around for me on their own time. Makes you wonder if these are the same people that arrive at restaurant 5 minutes before close and want to sit and eat? Do these same people call Blockbuster and ask them to hold that movie 20 minutes after they are closed because, "I'm right down the street."? Yes customer service sucks but only because people take advantage and belive they are always right. We live in a society in which nobody wants to be responsible for themselves or their actions. I'ts a shame you can bust your ass for a customer 50 times and never hear a mumbled thank you, but the first time you don't go that extra mile, you sure let them down and they will let you and everyone else within earshot know.

[William]

Originally Posted by Mclovin

I didn't read every post in this thread, but I got the gist here...

As a recently departed assistant manager, 1 of the main reasons I quit is because I was sick of dealing with self important customers that thought their time was so god damn precious that god forbid in between taking their 2 year old to pre school and getting their nails done they return the rental car back to the branch instead of at the shop. Enterprise is open from 7:30 til 6 and we all know that as soon as that front door is unlocked at 7:00 every morning, the customers stroll right in and they show up until it is locked at 6:15ish each night. If you can't find time in your busy little schedule to return the car between those hours then you're full of $hit and you need to get real.

The point isn't if offering to drop off and pick up a vehicle is to much to ask. It may be. THE POINT IS ENTERPRISE OFFERED IT. I did not really have to ask for it, I told them when I would be getting out of work and would not be able to get there until after 7:00. I was told no problem at all. IF IT HAD BEEN A PROBLEM OR THERE WAS AN EXTRA COST, THE TIME TO TELL ME IS WHEN I MET WITH THEM TO PICK UP THE CAR. I would think Enterprise benefits from offering services like this to customers because it might increase business(duh).

They dropped off the car and met with me at the body shop and that is where they said they would pick it up. A normal service to its customers is the impression I got. The fact you guys don't like picking up is NOT THE ISSUE. If it is not something the company wants do do they should not offer to do it. That is the issue.



This is supposed to be a site about the failings and dishonesty of Enterprise. It is good to provide the company's point of view and some of the postings were helpful. I do realize the customer is not alway right and you are right to point this out when it occurs. However, many of you seem to look for any way possible to blame the poster, even if the facts get in the way.

I guess the only logical next post should be someone justifying it is OK to offer a customer anything when he picks up the car but charge him extra later for it - because customers suck and expect to much. Maybe you should start a new site. Iloveenterprise.com? or enterprisecustomerssuck.com?

[whatdude]

Originally Posted by William

The point isn't if offering to drop off and pick up a vehicle is to much to ask. It may be. THE POINT IS ENTERPRISE OFFERED IT. I did not really have to ask for it, I told them when I would be getting out of work and would not be able to get there until after 7:00. I was told no problem at all. IF IT HAD BEEN A PROBLEM OR THERE WAS AN EXTRA COST, THE TIME TO TELL ME IS WHEN I MET WITH THEM TO PICK UP THE CAR. I would think Enterprise benefits from offering services like this to customers because it might increase business(duh).

They dropped off the car and met with me at the body shop and that is where they said they would pick it up. A normal service to its customers is the impression I got. The fact you guys don't like picking up is NOT THE ISSUE. If it is not something the company wants do do they should not offer to do it. That is the issue.



This is supposed to be a site about the failings and dishonesty of Enterprise. It is good to provide the company's point of view and some of the postings were helpful. I do realize the customer is not alway right and you are right to point this out when it occurs. However, many of you seem to look for any way possible to blame the poster, even if the facts get in the way.

I guess the only logical next post should be someone justifying it is OK to offer a customer anything when he picks up the car but charge him extra later for it - because customers suck and expect to much. Maybe you should start a new site. Iloveenterprise.com? or enterprisecustomerssuck.com?

This is a perfect opportunity to take the time to show what working for Enterprise does to what would otherwise be logical, rational people. First -William, from a customer standpoint, in my opinion your situation begins and ends with the fact that the branch told you they'd credit your card back. All issues prior to this are pointless once someone at the branch said "yes you can have your money back". Whether you should or should not have dropped the car off at the body shop doesn't matter (in your case I actually agree with you), point is they told you they'd give you your money back. Telling somone you'll give them their money back and then refusing to follow up on it is just bad business, no matter what industry you're in.

Back to the ex/current employees bashing you for not returning the car to the branch, I wouldn't take it personally - that's just what working for Enterprise does to people. Work there 3 months and you get yelled at, degraded, insulted and shit on (for lack of a better term) unnecessarily by so many customers that you tend to jump at any chance you can get to give it back, regardless of the facts of the situation. That's 3 months in. Imagine what it's like after 2 years. I can't tell you how many times I got screamed at for things that I had no control over. I can't tell you how many times I heard the sentence "I know it's not your fault but you're the one standing here so you're the one I'm yelling at". In this instance the roles are reversed, and you just happen to be the one standing on the tracks. Doesn't make it right, but might help shed a little light on the subject.

One other thing to warn you of, from my own experience. Whenever you are told it's ok to do something like this, make sure you're speaking with the assistant manager or the branch manager. Here's why - MT's and MA's are paid the same regardless of whether the branch turns a profit, loses money, doesn't rent any cars, etc. They'll tell you you can do just about anything as long as it means you're getting in a car and out of their face. This is not the case with Branch and Assistant managers, and while Assistant Managers and Branch Managers are not paid commission on individual transactions per say, they are paid a commission on the overall performance of the branch each month. I won't go into detail about how that works as it's been forever since I thought about it and I'd like to keep it that way. This is a gross over-simplification, but what it comes down to is that if the branch charged you for those days and that money went on the books, and then had to come back off, that's basically like taking money right out of the AM and BM's commission check. Your individual situation might not amount to much, but 10 or 15 of those situations per month certainly do. Again, this really shouldn't be your concern, but hopefully it helps you to understand why you're getting so much resistance on what should be an open and shut issue.