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Enterprise Rent-A-Car EAN Holdings, LLC Fraudulent / Misleading Business Practices regarding Optional Insurance and Car Upgrades San Antonio, Texas
29th of Nov, 2011 by User885632
My wife was involved in an accident where another driver wrecked into our car from behind. The driver's insurance company, USAA, paid for repair damages and offered a free car rental while our car was being repaired. Upon dropping off our car at the repair center, my wife was greeted by and driven to the nearest Enterprise Rent-A-Car location by their representative who facilitated the rental process AND who I later learned was the local Branch Manager (located in the HEB Plus shopping Center on Hwy 281 N. - Stone Oak Area of San Antonio). I have 4 major concerns about the experience. First of all, my wife was told that the size of car that was being paid for by USAA was not available and that her only option was to accept a larger car with the upgrade fee to be paid at our own expense. At that point, our damaged car was already at the repair facility and she was driven from there to the rental car facility and did not have a way back even if she chose to decline the upgrade. The upgrade fee was $4/day + taxes. The contract has a handwritten note stating "CP $4/day + tax" on the top right side and was not initialed nor signed by my wife. My wife was also asked to leave a $50 deposit even though the car rental was supposed to have been paid for by USAA insurance. Secondly, the Rep (who, again, I later learned was the Branch Manager) explained to my wife that she had two options for insurance that would be required to rent the car. My wife chose the less expensive of the insurance options not knowing NOR being informed that she also had the option to decline the insurance coverages since our Automobile insurance would have covered any damage that may have occurred. I acknowledge seeing that my wife initialed acceptance of the insurance coverage but insist that the branch manager misled her at best - lied to her at worst. Next, after approx 10 days to complete the repair which should have only taken two days but was delayed due to the repair center not having ordered all parts in advance (that's another story), my wife dropped off the rental car and picked up ours from the repair center. A few days later, we see a charge of $145.13 on our bank statement which was charged by Enterprise Rent-A-Car. I contacted the Enterprise location from which we got the car and spoke to an employee who turned out to be the assistant manager. After about 30 minutes of talking, he agreed to refund $75 as a "Christmas present" gesture but never acknowledged that there could have been some fraudulent practices being exercised at their location. He also told me that his Manager was in the background telling him that he (the Manager) would have only approved a $40 refund. He also told me that he wanted us to be satisfied because we would be receiving a call from Enterprise for feedback on the rental experience (this has yet to occur and it's been more than two weeks) I called my wife to explain the outcome and she insisted that the employee who assisted her (again, who turned out to be the Branch Manager) did not give her an option to decline the car upgrade nor to decline the insurance coverage altogether. Again, the Enterprise rep positioned his statement to my wife as her having two choices for insurance coverage - one which cost $13.99/day and the other which cost $10.99/day. I decided to visit the Enterprise location in person with a copy of the contract in my hand. I was greeted by an employee who said he could assist me because the one I had spoken with was occupied with another customer. I showed him our copy of the contract and he immediately became defensive indicating that he was the one who wrote up the contract and insisting that he does not make any mistakes nor does he mislead people when completing contracts. He stated that he may have been willing to consider a full refund if it had been a new employee who assisted my wife as a new employee may not have been completely knowledgeable in their business practices. He proceeded to reiterate that he would not have even offered the $75 refund agreed to by his asst manager but that he would honor it. I told him I was not satisfied and he pretty much told me that was too bad. Finally, I tried to escalate my concern by calling the 800 number listed on the contract. Turns out the 800 number was to an Enterprise Rep who worked onsite at USAA (apparently, they handle all rentals for USAA insurance in this area) and was told she would report my concern to her manager and that we would receive a call back within a day. It's been over two weeks now and we have yet to hear back from anyone at Enterprise. Disgusted at their business practices and their lack of follow through on a complaint!!!

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