Charged for extra days after drop off

[William]

I dropped off the rental after hours at the auto body place as I discussed with the ERAC rep. He said no problem, just call into the answering service and drop it off. They charged me 2 extra days. I called and another rep told me it is their policy to charge until they "are able to look at the car". This of course was not disclosed and not on the rental agreement. She told me she me she would take it off but she never did, I called a back few times but she either she said she would do it or she didn't call back.

I price out the same scenario by calling and the website, both didn't charge extra for the after hours drop off. The insurance company reimbursed me and they charged my card automatically after the rental period.

My question was is this a common scam? Why didn't they actually credit my card like they said? I emailed them through the website and didn't get any response except after the automatic one. I told them I was doing a chargeback, you would think they would want to avoid it.

[Disgruntled ExERACer]

I totally see your point. Now I going to give you the ERAC point of view. (I preface this by saying I don't work there any more but I have had this debate so many times it is burned to memory) The auto body shop is not an official "drop off" location. Yes I understand it was convenient for you to pick up your own car at the body shop after ERACs operating hours. But sometimes what is convenient may not be the best solution. What the branch may or may not have told you is that you are responsible for that vehicle until ERAC picks it up from that shop, both charge-wise and damages. For instance, someone backs into your rental after your drop it off at the shop before an ERAC stoner can come and get it and runs without leaving info. You are responsible for that damage because you chose not to turn over your car to an erac rep. Plus knowing what I know...these body shop guys LOVE to take the rentals home for the weekend, damage them and make you the renter responsible for the damage. My advice....ALWAYS RETURN TO THE RENTAL BRANCH SO YOUR *SS IS COVERED. Yes they have loopholes and yes it sucks. ERAC is a company that strives for customer satisfaction and they try to give their customers the world but they have all of these tiny little loopholes that can really screw you. Always read the fine print on the back of the contract. I have a NJ contract in front of me (I needed a copy for my current job in insurance) and it states, "(the definition of rental period) RENTAL PERIOD: means the period between the time the renter takes possession of the vehicle until the time the vehicle is returned and checked in by the Owner (an ERAC rep). Just becareful going forward. To solve your issue..which is very common by the way, keep going up the ladder until you get your 2 day refund. Start with the branch manager, then to the area manager, then to the Regional Vice Pres. Normally things like this don't get past the RVP without being resolved most of the time in your favor.

[Branch$$$isaloser]

I hated customers like this. Think of it this way, you rent from blockbuster. Instead of returning the movie to blockbuster you leave it at papa ginos, because you were going there to pick up your pizza and it was easier for you. You call blockbuster and tell them it's at papa ginos. That is basically what you did, except instead of a $10 movie it was a $20,000 car you did it with.

[William]

Originally Posted by Branch$$$isaloser

I hated customers like this. Think of it this way, you rent from blockbuster. Instead of returning the movie to blockbuster you leave it at papa ginos, because you were going there to pick up your pizza and it was easier for you. You call blockbuster and tell them it's at papa ginos. That is basically what you did, except instead of a $10 movie it was a $20,000 car you did it with.

That isn't really what happened, you are twisting it more than even Enterprise did.

What happened is Papa Ginos told me before I ordered the pizza that they had a great relationship with Blockbuster, when I went to pick up the Pizza I could have a guy from Blockbuster waiting for me with the movie of my choice at a discount, when I wanted another pizza all I needed to do was call blockbuster and let them know I was dropping it off at Papa Ginos and they would stop charging me for the movie! When I pick up my pizza I had to wait for the Blockbuster guy for 15 minutes- my pizza got cold. But he did show and wanted to sell me popcorn, soda, movies, and DVD insurance, telling me you never know what might happen to a DVD! But I declined, he also said dropping off the movie at Papa Ginos would be no problem, Blockbuster would be closed at that time, but call them when I dropped it off and they would stop charging me, he would be glad to pick it up after the holiday!

If Blockbuster was going to charge me two extra days for the movies, I would have dropped it off myself to save the $70 dollars.

After that "misunderstanding" they told me they would credit my account, (which makes the above not even important)but didn't. Now I have contested it with my Credit card company. I have been told by others afterward that Blockbuster will do anything to make money on a movie.

[hekiliko'olau]

Originally Posted by William

That isn't really what happened, you are twisting it more than even Enterprise did.

What happened is Papa Ginos told me before I ordered the pizza that they had a great relationship with Blockbuster, when I went to pick up the Pizza I could have a guy from Blockbuster waiting for me with the movie of my choice at a discount, when I wanted another pizza all I needed to do was call blockbuster and let them know I was dropping it off at Papa Ginos and they would stop charging me for the movie! When I pick up my pizza I had to wait for the Blockbuster guy for 15 minutes- my pizza got cold. But he did show and wanted to sell me popcorn, soda, movies, and DVD insurance, telling me you never know what might happen to a DVD! But I declined, he also said dropping off the movie at Papa Ginos would be no problem, Blockbuster would be closed at that time, but call them when I dropped it off and they would stop charging me, he would be glad to pick it up after the holiday!

If Blockbuster was going to charge me two extra days for the movies, I would have dropped it off myself to save the $70 dollars.

After that "misunderstanding" they told me they would credit my account, (which makes the above not even important)but didn't. Now I have contested it with my Credit card company. I have been told by others afterward that Blockbuster will do anything to make money on a movie.

Ooh, you're good, you!

[Intern]

Originally Posted by William

That isn't really what happened, you are twisting it more than even Enterprise did.

What happened is Papa Ginos told me before I ordered the pizza that they had a great relationship with Blockbuster, when I went to pick up the Pizza I could have a guy from Blockbuster waiting for me with the movie of my choice at a discount, when I wanted another pizza all I needed to do was call blockbuster and let them know I was dropping it off at Papa Ginos and they would stop charging me for the movie! When I pick up my pizza I had to wait for the Blockbuster guy for 15 minutes- my pizza got cold. But he did show and wanted to sell me popcorn, soda, movies, and DVD insurance, telling me you never know what might happen to a DVD! But I declined, he also said dropping off the movie at Papa Ginos would be no problem, Blockbuster would be closed at that time, but call them when I dropped it off and they would stop charging me, he would be glad to pick it up after the holiday!

If Blockbuster was going to charge me two extra days for the movies, I would have dropped it off myself to save the $70 dollars.

After that "misunderstanding" they told me they would credit my account, (which makes the above not even important)but didn't. Now I have contested it with my Credit card company. I have been told by others afterward that Blockbuster will do anything to make money on a movie.

Too funny, I am laughing my ass off right now.

I used to work at a branch that serviced a dealership and we would never get notification from the customers that they dropped the car/keys off at the dealership after hours. The dealer would just take the keys from the customer, throw them in a drawer, and forget about it.

Here is the reality of the situation though, you had a contract with Enterprise for this car, it wasn't with the dealer. It was your responsibility to contact Enterprise after the car was dropped off, not the dealer. I would always tell me customers that if you need to drop the car off at the dealer than please call our office and leave a voicemail message on who we can retrieve the keys from. You simply left the keys with the shop and assumed everything was handled, now you unfortunately have to pay the price. In all honesty two days is a cheap lesson. We would have clients that would leave the keys in the car, assume that Enterprise employees were mind readers, and call it a day. Per the back of your contract, your car isn't offically returned until the keys are handed to an Enterprise employee.

Were you completely satisfied with your experience?

[William]

You guys seem to be ignoring that I did not just drop it off at the shop half hazardly. You make it seem I did this on my own.

This was all prearranged. I told them exactly when I would be dropping it off and where. I was told to call Enterprise when I dropped it off and I did. It seemed like this was a normal thing as they seem to service many of the body shop's clients.

Enterprise makes it a point to service shops and be convienent for their clients because that is where the money is. So it is not unreasonable for them to try to be accomodating to this type of situation. If not I would have been OK dropping the car off about 1 mile away at their office. It is there choice whether or not to offer this service, and they chose too.

I double checked this afterwards by calling another office with the same scenario and then did the same on the website. I explained to the office I would be dropping it off a 7PM at the body shop and this other office again said no problem, charges would stop that day. The website didn't charge extra for the after hours drop off but said to communicate with the store about it. I did.

The issues you all brought up had been dealt with beforehand.

THE MAIN POINT HAS BEEN IGNORED. FOR WHATEVER REASON THEY SAID THEY WOULDN'T CHARGE ME FOR SOMETHING (ANYTHING) , BUT THEY DID. THEY THEN TOLD ME THEY WOULD CREDIT MY ACCOUNT FOR IT, BUT THEY DIDN'T. THEY LIED TO ME TWICE.



A friend that used to work there some years ago told me that they were under extreme pressure to up sell, so some employees would tack on extra charges and hope the customer didn't complain, they then would right it off if they called up. I guess they have a pretty big write off account. I think this is what happened to me, but for whatever reason they want me to work too hard for the write off part.

To simplify it I have contested the charge with my bank, I am pretty sure this will come off, they seem to give the customer the benefit of the doubt. Does anyone know how Enterprise deals with the charge offs? I would think they would want to avoid them, especially after they told me they would credit my account.

[William]

Originally Posted by Disgruntled ExERACer

I have had this debate so many times it is burned to memory.

Disgruntled, Did you tell them it was OK to drop off the car at the body shop and THEN charge him until the next business day? After telling him you wouldn't?

That is the issue. If the policy is to charge until pick up then the policy should be to TELL the customer that also. Then you wouldn't have to debate anyone! Everybody wins.

[Green'dOut]

Originally Posted by William

You guys seem to be ignoring that I did not just drop it off at the shop half hazardly. You make it seem I did this on my own.

This was all prearranged. I told them exactly when I would be dropping it off and where. I was told to call Enterprise when I dropped it off and I did. It seemed like this was a normal thing as they seem to service many of the body shop's clients.

Enterprise makes it a point to service shops and be convienent for their clients because that is where the money is. So it is not unreasonable for them to try to be accomodating to this type of situation. If not I would have been OK dropping the car off about 1 mile away at their office. It is there choice whether or not to offer this service, and they chose too.

I double checked this afterwards by calling another office with the same scenario and then did the same on the website. I explained to the office I would be dropping it off a 7PM at the body shop and this other office again said no problem, charges would stop that day. The website didn't charge extra for the after hours drop off but said to communicate with the store about it. I did.

The issues you all brought up had been dealt with beforehand.

THE MAIN POINT HAS BEEN IGNORED. FOR WHATEVER REASON THEY SAID THEY WOULDN'T CHARGE ME FOR SOMETHING (ANYTHING) , BUT THEY DID. THEY THEN TOLD ME THEY WOULD CREDIT MY ACCOUNT FOR IT, BUT THEY DIDN'T. THEY LIED TO ME TWICE.



A friend that used to work there some years ago told me that they were under extreme pressure to up sell, so some employees would tack on extra charges and hope the customer didn't complain, they then would right it off if they called up. I guess they have a pretty big write off account. I think this is what happened to me, but for whatever reason they want me to work too hard for the write off part.

To simplify it I have contested the charge with my bank, I am pretty sure this will come off, they seem to give the customer the benefit of the doubt. Does anyone know how Enterprise deals with the charge offs? I would think they would want to avoid them, especially after they told me they would credit my account.

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.

[voice of truth]

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.

This is true. 9 times out of 10, branches in my area would credit you back.

William, I hope you learned your lesson. Return the car to the rental branch.