Enterprise Rent

Enterprise Rent A Car - Neil Jester

23rd of Jun, 2011 by User974862

Our daughter was ripped off by Enterprise and we are her legal Power of Attorney and are furious. So is she, but she was transferred to Germany and (in the military) is helpless to argue or fight for her money back. Our daughter was forced to rent a car because of an accident that was not her fault. She went in telling the man (something to the effect)
"My mom said not to get extra insurance. I don't want to pay for insurance. Our car insurance covers everything, and our insurance man said not to buy any extra insurance from you when we rent a car." The man said FINE. But then he
asked her to initial a box. She said, "Okay, as long as it has nothing to do with insurance. I told you, I am not buying any extra insurance." The man said "NO. It is only what you need to rent a car." (Lie #1) Our daughter drove off in a higher than standard car (her car that was TOTALED was a luxury car.) She called from Oklahoma to Texas, saying she was proud of herself renting her first car. She bragged, she wanted us to know she told them NOT TO CHARGE HER FOR EXTRA INSURANCE, and they did NOT. We warned her the cost would be very high if she rented anything over an economy car long term. We warned her the other man's insurance may want to fight her NOT being in a BASIC STANDARD CAR. So, she went back at the end of the 1st week, and exchanged the car out for an ECONOMY CAR. She kept the first car approximately 7 days and the second car approximately 41 days, renting for a TOTAL of 48 days. (Or until she left Oklahoma being transferred to Germany for the U.S. Air Force.) She was charged for a LUXURY CAR for all 48 days. (Lie #2) Our daughter is extremely naive, age 23 and impresses everyone she meets with her sweet, modest, naive, soft spoken (Christian raised) attitude. Enterprise bragged how much they liked her when I was in the office with her, and again later when I called to dispute her charges. ('The more easily to manipulate you My Dear... said the Big Bad Wolf Corporation?) Her arrangement (known to Enterprise and agreeable to them from the start) was for her to drive from Oklahoma to Texas, pick us up (her parents) and we would take her to the airport in Oklahoma when it was time to leave for Germany. Then we would drive the car home and return the car where we live, in Montgomery, Texas, on her behalf.
Enterprise was fine with that (but I read later on their paper that NO ONE must drive the car except the person renting the car). (Lie #3) Enterprise charged a lot, and our daughter asked why so much UP FRONT, asking and reminding them she did not want any insurance. The man again said NO, there is no insurance; only what you need to rent the car. (Lie #4) Enterprise was filled with LIES and ERRORS --
After returning the car ourselves, Enterprise charged our daughter's WRONG credit card (so she got $25 OVER-limit fee on her credit card because of Enterprise's mistake). Enterprise then charged an additional $250 (which they also refuse to return.) Then when we went over her bill, we found in writing WE WERE NOT SUPPOSE TO DRIVE THE CAR (but they agreed to us in the office was okay, and printed out a pink receipt telling us to put it in the glove box). We also found our daughter was charged a PREMIUM car rental fee for all 48 days, despite the fact she she drove an ECONOMY CAR approximately 41 of the 48 days. And of course, we were HORRIFIED to see they charged her for
TWO SEPARATE INSURANCE PLANS adding to her bill $815.52 PLUS 144.00 = $959.52 in BOGUS INSURANCE OUR DAUGHTER REPEATEDLY STATED (AND WAS ASSURED) SHE WAS NOT CHARGED!!! What a RIPOFF to our young naive military personnel. (In researching complaints about Enterprise, I found they have a LONG failing report, online.) When I saw our daughters FINAL bill, I immediately sent an email, sent our power of attorney, and called the office in Oklahoma. The manager said he was legally within his rights to keep the insurance money because she signed the box accepting insurance. Besides, were you there when she signed? She might be lying to you now. The office manager said our daughter agreed to the cost up front. And she wanted the
insurance, she signed for it and we have it in writing. (PHONE CALL RECORDED). I called our daughter (she was at the airport, layover to Germany) and asked her if these things were true? She said NO!! She said she knew the cost would be high, the same amount the man said. But NOT BECAUSE OF INSURANCE. She asked MULTIPLE TIMES if it included insurance? The man assured her repeatedly, NO THERE IS NO EXTRA INSURANCE being charged. Then I asked her if she checked any boxes for insurance? She said the man asked her to check the box. She said NO and refused, because she thought it was accepting buying insurance. The man said "NO it is NOT buying insurance. You have to sign the boxes. It is only what you need to rent a car." But the branch manager emailed the form, saying where she initialed WAS accepting insurance, so he was in his legal rights to KEEP THE MONEY. (LIE, LIE, LIE!) I immediately sent an email saying that was fraud, and I wrote in that email should she go through a legal process, the
'DECEPTIVE TRADE PRACTICES ACT' would proved THREE TIMES THE CHARGES BACK in damages if Enterprise were found to be at fault in the matter. I asked the Oklahoma Enterprise office manager to "DO THE RIGHT THING" and return the
money to our daughter. He said repeatedly "NO" (saying) "he checked with someone higher, and they are in their legal right to keep the money and are doing just that." I said it DID NOT APPLY IF IT INCLUDED FRAUD WHEN SHE SAID SHE DID NOT WANT INSURANCE, WAS TOLD SHE WAS NOT BEING CHARGED FOR INSURANCE, BUT WAS TOLD TO SIGN BOXES (ASSURING HER THEY HAD NOTHING TO DO WITH INSURANCE WHICH IN FACT WAS AGREEING TO BUY INSURANCE, UNKNOWING TO HER.) The manager said he has gone over and beyond being nice to her, offering to refund $25 she was charged by her credit card company (as an over-the-limit-FEE because Enterprise SCREWED UP and charged the wrong card.) My daughter was in tears. She said the man LIED to her and now she felt foolish. She said he assured her he was not charging for insurance. She asked him repeatedly (telling him she did not want insurance) asking, was any of the charges for insurance? He only said NO, it was what you needed to rent the car. She said she now realizes the man LIED TO HER, but ASSURING HER (by checking the boxes) she was NOT buying insurance. And she had a knot in her stomach because they charged her nearly $1,000 more for insurance she repeatedly said she did NOT want. Enterprise also charged
her for a luxury car for ALL 48 days, plus our daughter said she was overcharged $250 by Enterprise charging her Debit card in addition to her credit card, and forced upon her a $25 over-credit limit fee by charging a wrong credit card.
(Her limit was too high, she called them asking them to charge a different card.
They took that number, but charged the wrong card 1 or possibly 2 times.) Because of this, my husband and I was forced to put $185.87 on our credit card. The bill from Enterprise shows she was charged $2,236.08 for renting and driving (mostly) an economy car for 48 days. Our daughter does not make a lot of money. She is very quiet and was proud to rent a car on her own for the first time. Upon renting the car, she immediately phoned home to Texas, saying "she remembered what we told her, and was proud of herself she did exactly what we told her (what our car insurance man advised.) She said the man was PERSISTENT to ask her repeatedly if she wanted insurance, but she was so PROUD of herself; she STUCK TO HER GUNS and said NO, repeatedly each time he asked. She said she was proud of herself, and wanted us to know. She remembered what we told her about out insurance man saying she did not need extra insurance." She later was reduced to tears to learn she was scammed, lied to, and manipulated when she WAS charged for insurance and by the man telling her to sign the box, assuring her it was NOT for insurance. She feels helpless being in Germany, at a new military base, has medical issues (and still no transportation) and is unable to fight for her rights for her money back. She lost so much money because of the accident to begin with. An accident at the hands of a 3rd party. We would like to beg, plead, appeal to Enterprise, PLEASE... DO THE RIGHT THING and RETURN HER MONEY. As her parents we used Enterprise for 25 years, we recommended them to her. We now regret passing on that recommendation to her. We now realize SHE WAS LIED TO, SCAMMED, SWINDLED, MANIPULATED, and Enterprise does not have a guilty conscience by telling me repeatedly they have a legal right to keep the money. I DISAGREE. A legal right would come if she wanted insurance. By recommending Enterprise, we put our sweet daughter at the mercy of what appears to be
a failing corporation; not realizing anyone would scam young military personnel who commit their lives for our safety and security. She did not want to rent but was forced to, because some guy failed to accept responsibility for an accident
HE CAUSED. Now Enterprise appears to accept responsibility. Our daughter said the man from Enterprise said they do things a certain way when there is a car accident (believing the renter will be reimbursed all fees?) News to Enterprise, the renter is NOT REIMBURSED all fees. Enterprise should of known, or do they just NOT care? And we just learned it is
policy to reimburse for only 1 month for an accident. So they rent her a high cost car for what they think is 48 days, and charge insurance, because it is what is required to rent a car...?? Required by WHO? Especially seeing she
repeatedly told him she did NOT WANT INSURANCE. I am sadly disappointed in Enterprise of Midwest City, Oklahoma. Not only how they treated my daughter, but how they treated ME in writing and on the phone (emails saved and
phone call recorded) when I asked for her money back. The manager said he can not give money back for something she used. I said she did not use, nor did she want insurance. And unless there was an accident, insurance is never
used. He seemed very polite, but very SMUG. So... (6TH NOTICE: Enterprise, please do the right thing. Return the money you owe our daughter AT ONCE!!). BY THE WAY... Enterprise Rent A Car did this exact same thing to us in Florida 25 years ago when my husband and I were
on our honeymoon. It was then we told our insurance man what happened. We have been with the same insurance man since 1976. He speaks to us as his children and told us NEVER to buy insurance as our policy covers insurance in any car we are driving in any state. We passed this on to our daughter, who was proud to say she remembered and learned from our lesson.
She called us from the rental car, saying SHE felt so adult stuck to her guns, and told the persistent Enterprise man NO, she did NOT WANT INSURANCE. But then she too was charged for insurance she did not want, and did not ask for, and did not need. Just as we were overcharged 25 years prior.

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