Erac On Kltv News Jacksonville, Tx

TRANSCRIPT:

11/14/05-Tyler
7 On Your Side:Enterprise Rent-A-Car





Keshia Neal of Tyler is expecting baby number 3 any day now. Her car broke down the night before her eldest son's 6th birthday party, so she went on-line to Enterprise Rent-A-Car to reserve a vehicle. "I had them pick me up," says Keshia. But things seem to take a wrong turn once she arrived to the enterprise office on Troup Highway. "I told him my name and he knew I had a reservation but when he saw that I was paying with my Visa Debit Card, he informed me that I had to entail all of these different policies," says Keshia. Not only must you have a Texas driver's license and proof of insurance which are pretty standard, but you also must be a Tyler resident for a year, have two utility bills in your name, they must have a zero balance and the address on the bills must match the address on your license. Surprised by the requirements, Keshia says she was willing to honor their policy. "I need to go back and get my documents. And after I said that he walked away and sat back down behind the desk. So the guy that had brought me up there I followed him outside and I thought he was going to give me a ride but he just drove off," says Keshia. So what happened next? Keshia says she asked Enterprise for a ride back home but was ignored. So she had to walk back home herself, crossing six lanes of busy Troup Highway traffic to her house, about a half mile away. It doesn't seem far away but remember Keshia is almost 9 months pregnant. We contacted Enterprise's corporate office in St. Louis who says "it defies business practices to especially not give someone who is pregnant a ride back home." Enterprise also claims the branch manager at the store did go outside to look for Keshia, but her sister says she's doubtful that happened after the conversation she had with them over the phone. "You're just going to let an 8 1/2 month pregnant lady leave when you know that you gave her a ride up there. And he didn't have a reply for that," says Keshia sister, Demetra Robinson. Keshia says she felt sick as she walked home but did make it back all right. It's safe to say though this unsatisfied Enterprise customer had the last laugh by taking her business elsewhere. "I ended up getting a car through Hertz," says Keshia.

We verified a link does exist on the Enterprise website which states that if you're paying by debit to contact the local office for any rules that may apply. Keshia says had they simply confirmed that when they called to schedule a pick up, she would have had all the necessary documents in place.

Christine Nelson reporting. cnelson@kltv.com

Most likely what happened is this ghetto ass knocked up chick said she had a credit card when they called. She was too dumb to know the difference between a debit card and credit card. She then most likely got all pissed at ERAC when they explained this and ran out of the office or was acting like such a pain that the manager said screw it and let her walk her fat ass pregnant self home.

or instead of making excuses maybe that manager should be ashamed of himself for letting that lady walk off...its you duty as a human being to help others out and I dont care how silly she got ERAC should be held responsible.

Yup I guarantee you at some point in this ordeal, she said "but it had da visa logo on it, it be a credik card" and she was more than likely argumentative. She probably thought renting a car was the same process as renting a movie...honestly, do you really think ERAC is at fault here? I highly doubt it. Why run a news story on it? So what that she is pregnant, that does not give her an excuse to be stupid.

Originally Posted by Unregistered

Yup I guarantee you at some point in this ordeal, she said "but it had da visa logo on it, it be a credik card" and she was more than likely argumentative. She probably thought renting a car was the same process as renting a movie...honestly, do you really think ERAC is at fault here? I highly doubt it. Why run a news story on it? So what that she is pregnant, that does not give her an excuse to be stupid.

Erac might not have faulted from a cross your t's and dot your i's perspective... especially since they have some cya language on the website that the customer apparently missed.

Where they did MISS BIG TIME is treating this customer like a human being. Aggresively trying to figure out options for her... the goal here folks is to rent as many cars as possible. If ERAC was unable to offer her a rental they should have promptly given her a ride home... pregnant or not.

The racist/economic descrimination tones in some of the responses to this thread are apalling. Give me a break.

[17dd boy]

This "lady" who is an obvious idiot (pointing to walking across six lanes of a highway while 8.5 months pregnant) most likely stormed out or was making a huge scene.

Anyway, go work in a city branch and you will see it is not racist when a huge % of your customers who are white, hispanic, etc are too dumb to know the differnce between a check card and a debit card.

Originally Posted by 17dd boy

This "lady" who is an obvious idiot (pointing to walking across six lanes of a highway while 8.5 months pregnant) most likely stormed out or was making a huge scene.

Anyway, go work in a city branch and you will see it is not racist when a huge % of your customers who are white, hispanic, etc are too dumb to know the differnce between a check card and a debit card.

Been there, done that.... as a MT, AM, BM, L3. I still treated EVERY customer with dignity irregardless of gender, race etc. If I oversaw this branch or was the BM, I would be very embarassed.

For someone so tenured in the ERAC world, you sure are passing a lot of blame on the manager. Do you know what his current work enivironment was like at the time? Do you know how many customers were in the office? Was a customer in front of the manager? Did the manager even see the customer leave the building? I am sure you know, since you were so successful working your way uup the chain, that this manager would not be where they are today for not acting like a human being!

[I'm Gonna Git You Tucka]

Anyone who blames the customer for this is an idiot. Good customer service in an Enterprise branch starts with the reservation which she had. The should have confirmed with her when making the reservation, when they picked her up and when they called before leaving to pick her up. They had three opportunities to determine the type of card she had and if they asked correctly up front and informed the renter about policy "Ma'am is your card credit only or is it linked to a checking/savings account" then they would have avoided this mess in the first place. That is mistake one. The second is ignoring the customer once the opportunity to rent to her was held up due to having to be qualified and regardless of how busy the branch was there was obviously one employee who was free to help her BECAUSE HE PICKED HER UP and if that was a driver then the employee who went over policy with her COULD HAVE HELPED TOO!! The manager should be ashamed because obviously they were not prepared for the evening nor did they train their employees correctly.

To the idiot who talked about working in a city branch I put two years into a city branch in inner city Baltimore. You ever seen the show the Wire? I worked in that Neighborhood. They refer to my old cross street weekly as a drugspot and those customers are just as if not more loyal than any suburban customer out there. It's about being smart with people and understanding the business and I know this may be hard to believe but people do get promoted who don't deserve to. To allow a pregnant woman to walk across traffic and half a mile let alone twenty feet is terrible and should have consequences for all involved.

i bet she was fat black loud and stinky. probably on her fourth kid by a different father. Why can't blacks understand that a visa debit/gift card is not a credit card?