We picked up the rental on December 22, 2011 at 730am, and was the first customer in this location. We made reservations for the rental through their website (http://enterprise.com). The reason we chose this company was the fact that it listed “unlimited mileage in the Continental US.” As we were doing the transaction, Jessica Carrejo (the Branch Manager) informed us that the rental is only for local travel and if we wanted to do unlimited mileage we need to pay an additional $10/day. She even commented that “everyone misreads that on the website” when we brought it up that it was on their website. She gave us the charcoal Chevy Impala (License plate: CC4R768) to rent. When we were picking it up, she did a poor job in inspecting the car as it rained. Rather than her expecting the car, we were the one pointing out the scratches we found. It was very hard to inspect the car as it was wet and dirty. We were wiping the ones that we thought were scratches and finding out that they were dirt. When we point things out to her, she’ll tell us that 5 inches or more are the important and notable. There were 4 of us, doing the inspection on this wet and dirty car, and she just stood there taking some notes. After 10 minutes of inspection, we took the car. In the time of the rental, the car has either been parked in the driveway of my in-laws home and or has people in it. It was close to impossible to take any additional damage without us knowing about it.
We dropped off the car on December 27, 2011 around 2pm. There were a lot of people there with only Amanda helping them out, as the Jessica was just coming back on her lunch break. We waited for awhile until Amanda was able to help us. Amanda did a thorough and hand inspection on the car. She came back in and had a conversation with Jessica about something she found on the car, rather than letting us know right away. Finally after she got all of her paperwork together, she was just going on as if nothing was wrong, so I thought she wasn’t talking about our car. Then at the end of the closing transaction, she told us that she found a huge dent on the rear bumper passenger side. We wanted to see it to make sure it was one of the damage we have brought up during our pick up. Amanda took us out and pointed at it. She even said that “at first I thought it was just dirt, but I rubbed it and found out it was a dent.” When she inspected the car, there were more obvious scratches (which were noted with the first inspection) and other dirty part of the car. But it was just that one “dirt” that she checked. I don’t know but I had a weird feeling that they knew about that dent. When we explained to them that there was no possibility that we could have incurred extra damage to the car, she condescendingly said that “we’re not blaming you for the dent, maybe you parked somewhere and someone hit the car.” We go back in the store and saw Jessica checking out a car and doing a thorough hand inspection to the car that they’re renting out. I pointed to Amanda that we were the only people here when we picked up the car, the Chevy Impala was wet and dirty when rented out, and we didn’t get the same thorough inspection as we have recently observed. Then she had an audacious reply/remark and said to us “well Jessica have a good eye on this kind of thing.” It was just ridiculous how we just witness the same person do a hand thorough inspection, pointed it out that we didn’t get the same inspection as these people, and have someone tell you that they didn’t do anything wrong. We requested the previous records on the car to see previous damages, and they refuse to do so. As Amanda wrote the damage report, she made me sign paperwork stating that she’s writing the report and we know about it. I told her that we’re planning on disputing this and will want to know how much are the damages, she specifically said that and noted on the report that “the Damage Dept will call you and let you know what the cost of the damages” (I never got one single call from this location, the damage dept, or corporate customer service). When we left, we saw them shred our paperwork. It is odd to see that, as they just wrote a report and would think that they would want to keep all copies of the incident.
As I’m already frustrated and see that voicing out my frustration to them is not going anywhere, we’ve decided to contact the corporate customer service (which we already had an ongoing dispute about the unlimited mileage situation). My spouse has written to corporate customer service and has only gotten an automated reply that they will contact us within 48 hours. This by the way did not happen! The only communication we got from enterprise is from the Damage Department stating that they have found damages to the car. Then a second letter telling us that the damage was $280. I’ve been wanting to write to BBB for a long time, but my spouse wanted to give this company a chance to contact us.
I feel like we’ve been bamboozled by this company. We’ve rented cars with different companies and have never received poor customer service. I will never rent with this company, and especially with this location, and will tell everyone I know to stay away from them. This is the first time I ever wrote a complaint in my life, as it is always a hassle for me. But this experience with this company and location has been so dreadful that I want to help others not be victimized by them.
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