What is the name of your state? OHIO
Hi, (sorry this is so long, but I'm hoping to be clear)
I needed some feedback or advice on a situation that occurred recently.
I had never rented a car before and tried to get as much information online as I possibly could. Obviously, I guess I didn't do very well but I tried. Anyway, I called Enterprise Rent-a-car and asked for a rate on a standard car. I was given a quote of "$88.86 for the weekend." I repeated that back to her and she kept saying "yes, for the weekend." I called my friends who would be travelling with me and they agreed to that price. So I call Enterprise back, this time the lady on the phone says, "$119 for the weekend,", I said, "No, the lady before just quoted me $88.86 for the weekend.", She says, "Well, ma'am the rates change each time you hang up." I was in disbelief, so I told her that the rates online had said $12 per day," Anyway she was rude and unhelpful and kept telling me that the 119 was their lowest rate. I called a third time and the next cust. rep. gave me the $88.86 from before and I took it, yet again with being told that it was "for the weekend."
I received my e-mail and then called the local location the next day to confirm my reservation, we spoke briefly, I said I had a major credit card (my mistake) and was offered the 4-day weekend special for the same price of the 3-day special of $88.86, I was thrilled and asked again for the weekend? He says yes, so I took that 4 day special. I was told the deposit was $250, I said no problem. Finally I walk into the local location and when I present my card to swipe, I am told of my mistake, that I had a debit card not a credit card and that I would need a paystub and a utility bill. I asked him why the company didn't think to tell customers that before hand, he says, we tried to call you and I said "oh and voicemail wasn't available?" He didn't answer. It was hot and I was tired, so I was slightly upset but anyway I drive back to my job for the paystub and drive to my home for a utility bill and in the meantime a friend came, so I left my car at home and we rode in her car. I step into the rental car office and this time he says, "Do you have your insurance with you?" And I look at him and say, "well no, you didn't tell me you needed it, it's in my car and my car is at home." He says, "well no problem we'll just call your insurance company to ensure that you have insurance."
I agreed, he made the phone call I told the insurance cust. rep that he could release information about my insurance, they spoke, the agent came with the contract and said, "ok, I need you to inital here, here and here." I asked if my isurance was ok, he said it was fine, I asked what I was initialing for, he said "just to confirm that insurance is on the car." I initialed. He then says, "your estimated charges will be $244"
Unfortunately because I had never rented a car before I thought he was saying that this was an estimate beforehand, but that when after I bring the car back clean and unscathed, that my 'final' charge would be the $88.86. We shook hands and I drove off to Philly. (He stated that the car had a full gas tank, we ended up finding out that it didn't)
When we came back with a detailed, clean car, he told me that the final charge was the $244. I was flabberghasted and upset, I asked him how this came about and basically he told me that the $88 was per day. I told him that at no point had anyone told me that. He said "well, it's known that when you rent a car, the charge is per day." I then asked about the amount and he said, "well, you initialed and bought insurance." I asked him how that was when he had never even spoken about insurance, never told me who to call if the car gets stolen, broken into, damaged, etc. He apologized and said "but still you bought insurance and anyway I told you that your insurance was not sufficient to cover the vehicle." I told him that he had never said anything anywhere near that and that I had my friend as a witness. He apologized again and said that he was sure he told me that but if he didn't, that was the fact of the matter. I was irate. He then went on to say that 3 people had tried to call me before the trip. I told him that was not true, he started lying and saying that he tried to call and witnessed 2 other people trying to call me. I told him I had given 2 numbers which both have voicemail, he said, "oh there was no voicemail, maybe we misdialed but 3 people tried to call you."
And now after having called Enterprise headquarters to give them a few suggestions and the opinions of their service and how underhanded and fraudulent it seemed from my side, the area manager chuckled throughout the converstaion as if I was amusing him and told me to take responsibility, to which I informed him that I believed I took responsibility when that amount of money was paid even though I had been quoted something else. He was veru insulting and would try to talk me down and belittle me. At no point have I cursed or been derogatory to any one of the Enterprise staff.
Are they allowed to get away with leaving bits of information out and then using the excuse of "everyone knows this" to cover their blunders?
(Again sorry about the length).
Hi, (sorry this is so long, but I'm hoping to be clear)
I needed some feedback or advice on a situation that occurred recently.
I had never rented a car before and tried to get as much information online as I possibly could. Obviously, I guess I didn't do very well but I tried. Anyway, I called Enterprise Rent-a-car and asked for a rate on a standard car. I was given a quote of "$88.86 for the weekend." I repeated that back to her and she kept saying "yes, for the weekend." I called my friends who would be travelling with me and they agreed to that price. So I call Enterprise back, this time the lady on the phone says, "$119 for the weekend,", I said, "No, the lady before just quoted me $88.86 for the weekend.", She says, "Well, ma'am the rates change each time you hang up." I was in disbelief, so I told her that the rates online had said $12 per day," Anyway she was rude and unhelpful and kept telling me that the 119 was their lowest rate. I called a third time and the next cust. rep. gave me the $88.86 from before and I took it, yet again with being told that it was "for the weekend."
I received my e-mail and then called the local location the next day to confirm my reservation, we spoke briefly, I said I had a major credit card (my mistake) and was offered the 4-day weekend special for the same price of the 3-day special of $88.86, I was thrilled and asked again for the weekend? He says yes, so I took that 4 day special. I was told the deposit was $250, I said no problem. Finally I walk into the local location and when I present my card to swipe, I am told of my mistake, that I had a debit card not a credit card and that I would need a paystub and a utility bill. I asked him why the company didn't think to tell customers that before hand, he says, we tried to call you and I said "oh and voicemail wasn't available?" He didn't answer. It was hot and I was tired, so I was slightly upset but anyway I drive back to my job for the paystub and drive to my home for a utility bill and in the meantime a friend came, so I left my car at home and we rode in her car. I step into the rental car office and this time he says, "Do you have your insurance with you?" And I look at him and say, "well no, you didn't tell me you needed it, it's in my car and my car is at home." He says, "well no problem we'll just call your insurance company to ensure that you have insurance."
I agreed, he made the phone call I told the insurance cust. rep that he could release information about my insurance, they spoke, the agent came with the contract and said, "ok, I need you to inital here, here and here." I asked if my isurance was ok, he said it was fine, I asked what I was initialing for, he said "just to confirm that insurance is on the car." I initialed. He then says, "your estimated charges will be $244"
Unfortunately because I had never rented a car before I thought he was saying that this was an estimate beforehand, but that when after I bring the car back clean and unscathed, that my 'final' charge would be the $88.86. We shook hands and I drove off to Philly. (He stated that the car had a full gas tank, we ended up finding out that it didn't)
When we came back with a detailed, clean car, he told me that the final charge was the $244. I was flabberghasted and upset, I asked him how this came about and basically he told me that the $88 was per day. I told him that at no point had anyone told me that. He said "well, it's known that when you rent a car, the charge is per day." I then asked about the amount and he said, "well, you initialed and bought insurance." I asked him how that was when he had never even spoken about insurance, never told me who to call if the car gets stolen, broken into, damaged, etc. He apologized and said "but still you bought insurance and anyway I told you that your insurance was not sufficient to cover the vehicle." I told him that he had never said anything anywhere near that and that I had my friend as a witness. He apologized again and said that he was sure he told me that but if he didn't, that was the fact of the matter. I was irate. He then went on to say that 3 people had tried to call me before the trip. I told him that was not true, he started lying and saying that he tried to call and witnessed 2 other people trying to call me. I told him I had given 2 numbers which both have voicemail, he said, "oh there was no voicemail, maybe we misdialed but 3 people tried to call you."
And now after having called Enterprise headquarters to give them a few suggestions and the opinions of their service and how underhanded and fraudulent it seemed from my side, the area manager chuckled throughout the converstaion as if I was amusing him and told me to take responsibility, to which I informed him that I believed I took responsibility when that amount of money was paid even though I had been quoted something else. He was veru insulting and would try to talk me down and belittle me. At no point have I cursed or been derogatory to any one of the Enterprise staff.
Are they allowed to get away with leaving bits of information out and then using the excuse of "everyone knows this" to cover their blunders?
(Again sorry about the length).
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