I rented an intermediate size car on *** from the Edgewood MD location, as I had an ext...

GetHuman-imstepha's customer service issue with Enterprise Rent-A-Car from August 2018

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The issue in GetHuman-imstepha's own words
I rented an intermediate size car on *** from the Edgewood MD location, as I had an extremely important meeting for my nonprofit rescue. The first car had tires problems and the *nd car's check engine light was continuously on, but I was told by Dan, Cameron, and Mecca that Thompson Toyota had inspected the Jeep Renegade and given it a clean bill of health. The car practically blew up less than * miles into my drive. Cameron, who identified himself as the manager, was able to deliver the only remaining car available, which he was driving at the time, but I missed my meeting due to the delays. Cameron assured me the intermediate rate would be honored since the car issues were the responsibility of Enterprise, and when I mentioned the difficulty of rescheduling the meeting we discussed lengthier rental possibilities. I called to verify the weekly rate and was told $***. I then mentioned I may have to extend it beyond one week and possibly even the monthly rate, which I was told would be $***. I extended the rental into the second week after verifying the continuation of the $*** weekly rate (spoke to Mecca) and was told my total bill for * weeks rental would be $***, including tax. I then mentioned to that it might be more cost effective in the long run to rent for the entire month, given the difficulty of rescheduling the meeting, along with other demands that resulted from having missed the meeting on the *th. He told me the monthly rate was $***. When I arrived this morning at the local office, I was astonished at the price changes. The monthly rate of $*** was somehow raised to $***, but more disconcerting was Mecca's attitude. When I tried to discuss the difference in price he seemed nonchalant. I told him I still wanted to do the monthly rate and verified I would still get the tax exemption, which would help reduce it a bit for me. He then told me he was having problems with the computer system - specifically with inputing the monthly rate. He told me he may not be able to figure out how to do this and then told me I could simply pay for the * weeks and sign a new rental contract for the next * weeks. When I asked if that would alter the rate, he said yes, that my * weeks of rental would be $***. I don't know where this came from, as I was operating on the $*** weekly amount, but obviously the monthly rate was much more beneficial, especially given the sudden price hike in weekly rate. I would never have agreed to pay $*** for * weeks knowing the monthly rate is only $***, and I wasn't about to agree to it today just because he couldn't figure out how to put the correct numbers into the computer. Rather than spend more time refuting the huge increase from $*** to $*** per week, and rather than continue to stress that I had not opted for the expensive extra insurance beyond the first week, I decided to merely focus on what could be done rather than what had already transpired. This meant focusing on getting Mecca to not only honor the monthly rate but to put more effort into entering that rate into the computer system. At one point he tried to charge me $*** Plus $*** and extend the rental beyond the month. We were simply not communicating face to face, whereas over the phone, everything had been laid back and I had been assured of my rates and options. Eventually I told Mecca I wanted to speak to Cameron, the manager, since it was Cameron who had originally set me up following the * disaster cars on the *th, and Cameron who assured me Enterprise would "take care of me." Mecca told me Cameron was now at a different branch and claimed to be the new manager himself. I then suggested we call corporate and seek their assistance, but Mecca seemed dismissive and there was another customer waiting, so I told him I would call them and ask them to help. He was affirmative in his answer (and perhaps wanted to be rid of me), so I left him to take care of the other customer and I called corporate. I first spoke to Candy, who transferred my call to someone who then transferred me to Jeff, in the Enterprise Plus Members index. I am indeed a Plus member and have always rented exclusively from Enterprise over the last ** some years, and have even begun setting up my corporate options for my growing nonprofit. Jeff assured me that someone in the regional office would be able to "fix" this by calling Mecca and guiding him through the process. When I expressed concern over the amount of time it may take to resolve (he said one business day), he assured me I shouldn't worry about incurring any rental costs while waiting for resolution. He said the regional branch would be able to honor the monthly rate and make those paperwork*computer changes to reflect the price I was quoted. I didn't verify if this would be the initial $*** or Mecca's revised amount of $***, so I am not going to be petty about the $** difference. I just don't want to be charged the arbitrary amount of $*** for * weeks when the monthly rate is much more cost effective and was a promised rate*option for me. As a loyal customer, I simply believed what I had been told and never doubted that I would be treated fairly. I hope this remains true despite the failings of a few local employees. I am doing my best to be patient while waiting for the regional branch to resolve this for me, but just wanted to put in writing the experience and my concerns, as I have now spent the entire day feeling slighted and disrespected. I work hard to make the world a better place and felt a kinship with Enterprise for having partnered with me during so much of my building phase, and hope to continue that throughout the growth of my nonprofit. I've had family who worked for Enterprise (college years) and have referred more people to rent from you than I can count. My point is that loyalty matters and my word matters. I believe yours does too and I am simply trying to ensure this remains true. *I will await the regional branches call telling me they helped Mecca input the monthly rate of either $*** or $***, and will send a thank you once I actually get my meeting next week accomplished. *Thank you for listening and for any assistance in this matter,*Stephanie Lee

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Enterprise Rent-A-Car

Customer service issue
Reported by GetHuman-imstepha
Aug 23rd, 2018 - 3 years ago
Not resolved
Seen by 5 customers so far
Similar issue to 180 others
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GetHuman-imstepha started working on this issue
Aug 23rd, 2018 8:44pm

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