What Was Your Worst Experience As An Enterprise Customer?

[scmfrt]

IPC Phenom: you have some real issues.

Ok I got one for you. I used to work for Enterprise and I caught them changing rates when the customers came in. I to was a recent college graduate but I didn't step into working at Enterprise without caution. I read the pros and cons and I think many people don't do that before they start working and that is why most are disappointed. Basically like many businesses they just care about making a profit and they completely dismiss any wrong doing. They hire individuals (new college grads) that really don't know any better and think that all businesses work in this manner. They have a promotion now but beware! Depending upon the location the promotion varies and they can change that promotion to reflect their locality at any time. Or if they plain think you will pay it, they jack up the price. I saw this first hand so no employee can sit there and say this isn't true. I have a new position at a large company now and leaving Enterprise was the best thing I ever did. It is sad when you tell a customer one thing on the phone and then someone goes behind you and jacks up the price. They just chalk it up to you being new and don't know how "business" is supposed to run. People like good ole IPC really should do their individual research.

It is sad but some people get brainwashed pretty easily.

[Nota40%er]

Originally Posted by Unregistered

i called them and they had it towed to a bodyshop to get an estimate on the damage, but the loss control rep said he couldnt locate the car. i just hope they werent tampering with the car.

i got a letter from ELCO inviting me to the inspection. but i have a feeling they're not gonna find anything wrong with it. they better not have tampered with it.

A bit late in on this, but if the claim is going through your carrier, your insurance adjuster should be present at the inspection as well.

I am a former employee of Hawaii ERAC and I gotta tell you we booked reservations daily knowing we were going to "walk them" to competition. Yeah, that's right we knowingly overbooked by as much as 45% knowing we would refer unsuspecting customers to Alamo, Dollar, etc. Of course, we kept the higher rate customers and gave the shit rate away. It was a great scam and what gave us impunity is that every level of management in Hawaii knew about it. Hawaii ERAC knew how to have high occupancy OVERBOOK at the expense of the customers. I spoke with fellow x-employees and you know what it still goes on today. According to them, in late June 2006 they walked nearly 75% of the customers for an 8 day period. I predict many employees were fed up with this and will look for other jobs. LUCKY 7

Originally Posted by Chico

I got one and i was a branch manager at the time. I took my wife to San Diego for her birthday. I called the branch nearest our hotel to secure a rental, luxury car, for the weekend. I was told they could not pick us up at the airport, ok I buy that, I will take the hotel shuttle to hotel and get the car delivered. When I called the branch to tell them my car was not there, they said they did not ahve my reservation I had confirmed three hours prior to flying in that morning. They told me they had no luxury cars at this branch, they were not authorized to have luxury cars. Basically feeding me the same crap they fed every other renter. I expalined I was a branch manager and had arranged this with Tony, their manager. Conveiniently, Tony was gone for the weekend. Then they told me they could not deliver the car because they were short handed, then they said they had never heard of my hotel. Finally three hours later, a car showed up at my hotel, not to be delivered, but to take me back to their office, two F%#@$ blocks away. I could have walked. Then I was presented with a lovely year old Grand Am with a spare tire on it and no gas, smelling like smoke. Not quite the luxery car I was looking for. When I walked in the branch, I found, surpisingly, Tony the manager (who was uspposed to be gone for the weekend). I thanked him for coming in to assist in the situation...he looked at me with a blank stare and said HUH? He said for my trouble he would giv eme a tank of gas and $5 dollars off.
I always treated other branch managers with high regard, not more than customers but I felt they were entitled to a perk or two. I was willing to pay full price for the luxury car. He tried to stick me with a piece of crap and act like I was not privy to the ERAC shenanigans. I told him to park the Grand Am in his ass and walked out. I rented from Hertz down the street, told them what happened and got a three day rental in a Park Avenue for 1 day charge and gas.
It was about that time I started to think..HMMMMMM ERAC just might suck, I need to quit.

Why didn't you rent from the airport? It would have been a lot easier.

Back in the last week of April, I was rear-ended by a girl in Kansas. It wasn't too terrible, just a scrape and a dent so I didn't think much of it. But then, This girl's insurance company, Fireman's Fund, offered me the option that they would pay for a free inspection to make sure there weren't any internal damages to my car and that they would be able to fix the problems incurred from the accident for free at a place called McCarthy's Collision Center.

Anyways, I decided to let them fix and replace the rear bumper on my car and it turned out that there were internal damages so it took about a week to get my car fixed. It was suggested that I rent a car for that week from ERAC since it was right down the street from where I was having my car fixed and ERAC was a company that Fireman's Fund would be able to cover any costs incurred there.

It's the first week of May now. So, the day I went into ERAC to rent the car, I went through the paperwork, the car inspection, all that was fine, until the girl who took me to the car asked me about the "optional damage waiver". At the time, when she mentioned this, she only said "damage waiver". I did not know that this was an option but when I had to initial for it, I asked her if this was optional because on the form, it said "optional damage waiver". She didn't answer but asked me what kind of insurance I had. Under my actual personal insurance company, I had Full Coverage. But with Fireman's Fund, I assumed they would cover Liability, so I answered "probably Liability but I'm not sure" because I assumed we were talking about Fireman's Fund. Then she said, "You'll need it then, just sign here". So I did, assuming that it would be paid for anyway. She didn't explain to me anything else about this.

When I called Fireman's Fund and told the agent I was working with about this, I left a message because I couldn't reach her. Two days later, she calls me back and tells me that I shouldn't have gotten it because her insurance company doesn't usually cover it but that she would get them to pay for this in this case because it was a misunderstanding. So, taking her word for it since she promised me that I wouldn't have to see a cent in this whole process, I let her take care of it. I cancelled the waiver that day I talked with this lady and told them that the insurance company would take be paying for it and to make sure not to be charging it to my credit card.

When I returned the car back to ERAC, everything was fine. The problems occurred a month later, when on my credit card statement, there was simply a $119.80 charge from ERAC. No bills from them came, no statements, no calls, no warning, no nothing. Just a charge. Now, this may seem like a measly amount to any other working person. But I am just a poor college student who just graduated and am in between jobs. So, this is kind of a big deal to me. I called the lady at Fireman's Fund about it on June 22 who explained that she didn't know if her company could cover it, but probably not. I told her that she told me differently a month ago and she denied it. So, I called ERAC and I ended up talking to a lady who said she was the manager but I was unable to get her name down. I was talking back and forth the lady at Fireman's Fund as well as ERAC for an hour or so that day. In the end, the lady at ERAC told me that she talked with the lady at Fireman's Fund and she understands the situation. ERAC lady told me that she would be able to take care of this charge and make it go away. She said that she would be able to refund my money and that she had just spoken to the funds manager who would be able to do this for me and that I would be able to see a refund on my account in 5-7 business days.

Nothing showed up. I tried to call back to ERAC to talk to the lady but I could never get ahold of her because I wasn't sure of her name. So, I waited until the next month to see if the refund would show up on my statement. It didn't. So, I called ERAC again on July 24 and I had to talk with a guy who was the manager there. I told him my situation, he told me he couldn't do anything at this point. I called the lady at Fireman's Fund, she basically told me the same. She said she would call me back when she finds more information and to find my file again.

So today (August 2), this lady from FF finally called me back and told me that her company will definitely not pay or refund me the money I paid for the optional damage waiver. I called ERAC and talked to the guy again. I told him about the lady who told me that she would refund me and everything. He said that he was the refund manager as well as the only manager there. Also, that there were no records or documentations of any calls made to me on 6/22 at all. He said that it was my problem and that it was something that I had to take up with Fireman's Fund, who had pretty much shut me out. There's nothing anyone can do.

So I'm stuck in the middle here and extremely pissed off. I want to sue for damages but I don't know if it's even worth it to hire a lawyer (mostly because I am financially stressed at the moment) and go through all of that. It seems that now it is a "he said, she said" deal and they would probably vote against me. I don't know what to do but any advice and help is appreciated. I hope that ERAC fails soon because I won't mind watching them burn to the ground.

[Jeahho]

Originally Posted by Unregistered

So I'm stuck in the middle here and extremely pissed off. I want to sue for damages but I don't know if it's even worth it to hire a lawyer (mostly because I am financially stressed at the moment) and go through all of that. It seems that now it is a "he said, she said" deal and they would probably vote against me. I don't know what to do but any advice and help is appreciated. I hope that ERAC fails soon because I won't mind watching them burn to the ground.

I will deliver you proof that although there are some bad apples that work for Enterprise, the company policy is to do anything to make you happy. (And it sounds like you could use some help).

Call and say these exact words (deviate from the script at your own risk).

"Hello, may I speak with the manager? [When the manager gets on the phone they will say their name, write it down and call him/her by it as you are talking to him/her]. Hi, this is [fill in your name here]. I have been having some trouble with a bill on a car I rented from you. There was some confusion over whether an insurance company would pay for your damage waiver at the time I got the rental and to make a long story short I got stuck with X days of the collision waiver cost. Regardless of the confusion and whose fault it was, the only thing that will make me happy in this situation is a refund to my credit card of the amount of that waiver."

You can set the phone down until you hear the buzzing of the manager as he tells you why you are responsible for payment. Then repeat that it is absolutely the only thing that will satisfy you. No, not 50% refund, the entire amount. Feel free to explain to him that you are a college student and would never have signed if you had known you would have to pay for it as you simply can't afford it. *****If for some reason he tells you no, ask for his manager!!!!! Give the same speech to his manager. If his manager tells you no then ask for the next in line.

Enterprise is a company where they will give you their manager's number or they will fix the problem. It is not an option to tell you they won't give you their manager's phone number. Unlike almost any other company you might deal with it is an absolute sin within their company to deny you access to the person above them.

I share this with you because you seem to have been genuinely screwed and sound like you can't afford a good fucking today.

PLEASE, after you do this, come back here and tell people how easy it was.

I rented a car from Enterprise. My flight got in around midnight. I did not thoroughly inspect the car with a microscope, and I missed a teenie chip in the windshield, behind the rearview mirror. I know I didnt hit any rocks. They deducted $400 from my credit card without my permission (besides some small f'in print I am sure). For $400 I would have liked to take a hammer to the windshield myself. Surely they didnt replace the thing for a miniscule chip.

I hate them. That was a long time ago. Today, I just noticed a $300 charge on my debit card with a $296 credit from an enterprise location I have never been to. Not to mention, I would rather walk than rent from them again. When I told their customer rep that I would never rent from them or recommend them again following the windshield incident, he said "I think we will survive".

Originally Posted by Jeahho

I will deliver you proof that although there are some bad apples that work for Enterprise, the company policy is to do anything to make you happy. (And it sounds like you could use some help).

Call and say these exact words (deviate from the script at your own risk).

"Hello, may I speak with the manager? [When the manager gets on the phone they will say their name, write it down and call him/her by it as you are talking to him/her]. Hi, this is [fill in your name here]. I have been having some trouble with a bill on a car I rented from you. There was some confusion over whether an insurance company would pay for your damage waiver at the time I got the rental and to make a long story short I got stuck with X days of the collision waiver cost. Regardless of the confusion and whose fault it was, the only thing that will make me happy in this situation is a refund to my credit card of the amount of that waiver."

You can set the phone down until you hear the buzzing of the manager as he tells you why you are responsible for payment. Then repeat that it is absolutely the only thing that will satisfy you. No, not 50% refund, the entire amount. Feel free to explain to him that you are a college student and would never have signed if you had known you would have to pay for it as you simply can't afford it. *****If for some reason he tells you no, ask for his manager!!!!! Give the same speech to his manager. If his manager tells you no then ask for the next in line.

Enterprise is a company where they will give you their manager's number or they will fix the problem. It is not an option to tell you they won't give you their manager's phone number. Unlike almost any other company you might deal with it is an absolute sin within their company to deny you access to the person above them.

I share this with you because you seem to have been genuinely screwed and sound like you can't afford a good fucking today.

PLEASE, after you do this, come back here and tell people how easy it was.

Wow, do you work at Enterprise? Because what you said that I should say to the manager is actually really close to what I actually did say. The manager that I talked with was Mike Shire today (8/2). He said that he was the only manager (who also happens to be in charge of the funds.) I had almost the exact sentences and everything. The lady that I spoke with who claimed she was a manager actually spoke in the manager that you mentioned, where they wanted to keep everyone happy. She actually did ask me, "So other than the waiver problem, if I make this go away, were there any other problems that we should know about?" I said no, everything was fine up until this point with this ridiculous charge. Anyways, this manager, Mike, pretty much blew me off, cut me off while I was talking, then proceeded to tell me that this issue was something that I needed to take up with Fireman's Fund insurance, which I had already told him that there was a misunderstanding and that they would not be paying for any of it.

Regardless of what the motto is at Enterprise, for me, I highly doubt that their motto to follow is customer satisfaction of any point. I asked him (the manager) for a list of the female managers who worked that day on 6/22 and asked if he could provide me this list with numbers so that I could call each and every one of them in order to find out who exactly it was I spoke to that day. Instead, he told me that this was not possible because he was not allowed to give out numbers or names of employees, which was the most ridiculous thing I have ever heard. I didn't ask for their personal cell phone numbers, I was asking for their work numbers and he still would not give it to me. So, anyways, I'm getting sick of them trying to screw me over just because I'm a college kid.

Dude, pick up the phone, talk to the manager and ask for the name and number of the Area Manager. Talk to him, tell him your story, then if he doesn't refund your $$, ask for the Regional Managers name and number. Trust me, and the poster above, you will get your money. I would bet you that you wouldnt even have to call the Regional manager over 100 bucks, the area manager will take care of it.

DO IT. DO IT. DO IT. I had a friend do it and the Area manager wrote off $400 b/c of the same thing, dmg waiver she didnt need.

Please, DO IT.

I rented a car from Enterprise last weekend. I had the car from Friday until Monday. I had reserved an economy car and when I got to the location, they said they were waiting for an economy car to come back and would I like to upgrade to a Dodge Charger for $5 more per day. I said, sure, that would be great. I also decided not to take the damage waiver this time. When I returned the car, they noticed there was nothing wrong with it and my bill came out exactly as I expected. I loved that car, and for only $5 more per day, it was a bargain. I will always rent from Enterprise. They made me happy.