Tuesday, June 03, 2008
As consumers we all have positive and negative experiences with merchants we opt to do business with. The negative experiences generally cause the consumer to shy away from doing business with the offending company again in future transactions.
Last Tuesday I rented a car from Enterprise car rentals in Glendora, and the young man helping me was very polite and courteous. As we went over the contract I had to initial five areas and sign two additional areas, with each spot explained briefly. It was also stated by the salesman that I was not to drive the car out of California.
Once my transmission rebuild was completed for my personal car, I filled the gas tank of the rental and returned the car to the Glendora Enterprise store. The same sweet Youngman helped me once again, and when he returned from inspecting the car for damage and fuel, he stated I would be fined $50.00 for smoking in the vehicle.
When I protested the smoking fee, the salesman reminded me not once, but three times that it was stated on my contract that I was prohibited from smoking in their vehicle. I mentioned to the salesman I would be contacting the corporate office over this, which caused the sweet Youngman to become very aggressive and blurt out “DO YOU HAVE A PROBLEM?” which I stated "yes I do, but go ahead and charge my credit card".
I have yet to hear anything from Enterprise regarding my complaint I emailed yesterday, seems complaints are either numerous or take a low priority in this organization.
If you happen to be a smoker and rent a car, ask if this is a smoking or non-smoking car before driving away.
Below are some examples of complaints other have against Enterprise Car Rentals.
David of Phoenix AZ (02/28/08) I rented a car for one day. When I returned it, the person asked, "Did you smoke in the car?" I said that I had. She informed me that the contract disallowed smoking and that I would be charged $150. When I told her no one had told me I could not smoke, she pointed to a line on the contract which I had not seen and which no one had pointed out to me when I rented. Another customer service representative took over and told me he would do me the favor of only charging me $50. I have no problem with Enterprise requiring that renters NOT SMOKE in their cars. But if they really don't want their cars smoked in, all they need to do is put a sign on the dash or near the ash tray that says so. My guess is they LOVE for unaware renters to smoke in their cars because they can then hit them with a ridiculous fee for having done so. I think this is just another scam to bilk renters out of more money. My one-day rental went from about $25 to $78! I will never use Enterprise again.
Juanita of Hephzibah GA (02/18/08) I returned my rental and the branch manager accused me of smoking. I proceeded to tell him that I did not smoke in the vehicle. He picked up a small piece of grass and smelled it, saying that it was marijuana. I told him that maybe who ever had driven the car previously left that. I also told him that I didn't get on my hands and knees to check the interior prior to stepping into the vehicle. I told him that there was no way the car was completely clean because my fiance had found 2 condoms in the glove box. The manager still argued that the car had been smoked in, my witness (who followed me to the branch) also told him I had a baby in the car with me and I did not smoke. I have rented from Enterprise on 4 different occasions within the last 2 years and have never had a problem until last week. I just can't believe the nerve of this branch manager acting like this in front of customers. I work at a local college in the area and what he was saying (about marijuana being smoked) could have ruined my reputation.
As a result of this, Enterprise charged me a $50.00 detailing fee to vacuum up a few pieces of grass or as the branch manager put it, marijuana!
John of Franklin WI (02/04/08) I rented an Uplander while my car was in the shop. Dealership paid for rental for me with insurance. The car smelled like an astray. The girl at the desk said that's too bad, we tell customers not to smoke in vehicle. Funny...I was not told. I could not return car because it was over weekend and they were closed.