This is the letter to the Corporate Office and the timeline of events -
I am very disappointed in the service at this location, and I am appalled at the treatment I was subjected to by Dalton, the manager of the location. He was rude, aloof and clearly has no respect for the clientele they serve.
I can honestly say that I have never experienced more rude or abusive customer service in my life.
I have tried diligently to resolve the issue I have with this rental office, in more than one way. This includes reaching out to the manager at the location, trying to contact Joseph Brown, the Area Regional Manager for Richmond, VA, emailing your corporate office and calling your Customer Service Department/Escalations Department for your corporate office, all with no resolution. Not only is there no resolution to my problem, your Corporate Office failed to even reach back out to me, despite numerous requests and numerous assurances from your customer relations department that someone would respond to and return my calls and emails.
I have included a very detailed timeline and description of the problems I experienced and the current dispute that I am filing with my credit card company, in regard to the $570.41 charged to my credit card, without my authorization. I have also included screenshots of the history on my computer showing the efforts I made for weeks to find contact information for your Richmond Area Regional Manager Joseph Brown, efforts made to obtain the Corporate Office information to email you for resolution of this issue and efforts made to obtain the Customer Service phone number to file a grievance, or try to speak with someone in regard to my complaint and the steps I have made to resolve the issue.
In addition, I have included a screenshot of the phone call I made on the latest attempt to have someone from the Corporate Office, or to have your Richmond Area Regional Manager Joseph Brown return my call, in order to discuss the issue.
I spent 20 minutes on the last call with your customer service agent, explaining the issues I experienced, from beginning to end, while being assured I would receive a call back within 3 business days. Needless to say, I never heard from anyone from the Corporate Office or from Joseph Brown, here in Richmond, VA.
I am not including a copy of the final invoice for the rental, because I never received a final copy, nor did I receive the updated copy they told me they would email to me, which I requested on the 11th of February and again on the 18th of February.
1/3/24 - Call @ 2:24 pm
I called Enterprise to tell them the insurance company had authorized a rental and that I wanted a full size vehicle similar to a Camry. They told me they did not have anything in that size, so I told them I wanted a smaller sedan, so that it would not use up my rental coverage so quickly. They told me that they had one reserved for me, so I went straight up there and was there within 30 minutes.
When I arrived they told me they did not have a car, that I would have to rent a truck or an SUV.
I voiced my concerns over using all of my rental coverage, because my car had been totaled, and I had no idea when the claim would be settled, or when I would be able to get another vehicle. Three different men were there in the office, and all of them told me that the insurance companies never allowed people to use the full amount of their rental coverage and they had never seen someone use the full amount. All three of them agreed with this, so I agreed to take the SUV, because they told me the insurance company had only authorized the rental until 1/18/24 anyway.
However, I did question why I was told they had a full sized car there reserved for me, and they told me their inventory changed every thirty minutes, so there were no cars available. Again, I stressed the fact that I was told they had a car there reserved for me, and they simply told me again, their inventory had changed.
1/11/24
I had already called the rental office the day before and spoken with Amari.
I asked for the name and number of the regional manager. I was told his name was Joseph Brown, but they would not give me his contact information. Therefore, I called the 9901 West Broad St. location and requested his contact information.
They also refused to give it to me, or have him contact me.
I called the 1 855 Enterprise Customer Service Elevation Department number to complain about the service and poor treatment I had received at the Glen Allen rental office and was told I could return the vehicle and switch it out for a less expensive vehicle. I explained that I had called several times, and they were rude and not helpful at all. They had also lied to me about my original reservation.
1/11/24
I called my insurance agent in regard to the rental coverage, because I still didnt have an offer on the payout for my car and knew I needed the rental as long as possible. She advised that if I got a cheaper vehicle, it would extend the time on my rental coverage.
I switched out my rental car after calling Enterprise, because I spoke with my insurance agent about the total remaining on my rental coverage.
I called Enterprise and told them I wanted a less expensive vehicle. I actually spoke to Dalton, the manager, and again expressed to him that I had originally asked for a car, not an SUV or truck and advised him that my insurance agent told me to request an adjustment on the cost of the vehicle they gave me to being with, because it was an error on their end, not mine. He refused to make an adjustment, but said he would switch the vehicle for a car, which would be less expensive. I told him I needed something I could install a car seat in, because I had my 4 month old granddaughter.
I had told him this before, with the original rental, when I explained I did not want a truck.
When I arrived at the rental office to exchange the vehicle, he told me the only thing he had available was a Dodge Challenger. I was so upset, I took that one, simply to get out of there, even though it was only 2 doors and was a sports car. It was not easily compatible with installing a car seat.
When I returned the original vehicle, I was not given a copy of the contract. They simply had me sign something on their ipad.
1/12/2024
I called the Enterprise Corporate Office and spoke to the escalations department in regard to the issues I had experienced with the Glen Allen rental office.
I spent about 10 minutes on the phone explaining all of the problems, and the agent told me they were going to have the Regional Manager from Richmond, VA to call me. I never heard from them.
1/15/24 Call from Amari @ 10:19am
I missed a call from Amari saying my rental car was due back on the 18th. When I returned the SUV on the 11th, in exchange for the car, I was told by my insurance agent it would extend the rental coverage until the 21st, because it was a less expensive vehicle.
I called the rental office and spoke to Amari and told her I had exchanged the original vehicle for a less expensive one, and the rental should have been extended. When she checked into this, while I was on the phone, she told me that Dalton, the manager, had not adjusted the original rate to the less expensive rate for the car.
She then adjusted the rate in the system, and she confirmed it would extend the rental coverage until the 21st.
1/18/2024
I called the rental office to ensure there were no issues with the extension on the vehicle coverage through my insurance, since I had already had so many issues. I spoke with a young man who told me it was due today - the 18th. I explained to him all of the issues I was having with the extension, and he said it was not their issue, and the insurance company was the one who needed to adjust the date in their system.
I told the young man that I had just spoken with my agent and there was no issue on their end and asked that he call and speak with my agent, and he told me he would do so and call me back. I waited until mid-afternoon and I tried to call the rental office again to make sure it had been taken care of, but no one answered the phone.
I tried again several more times and left a message for them to please call me, but no one ever called me back.
I called my insurance agent and didnt get an answer, so I emailed. My agent emailed me back and let me know they had extended the date to the 25th.
1/19/2024
I called the car rental office to make sure they had gotten the extension from the insurance company, and they assured me they had. I also asked them again, for the 3rd time to ensure I was not incurring any charges personally out of pocket, and I was told - again- that no, I was not paying any additional charges that were not covered by the insurance company.
I emailed the Corporate Office, and I explained the issues I had experienced with their local rental office and asked that someone contact me. I never heard back from them.
1/25/2024
I returned the rental car to the Glen Allen rental office, where I had picked it up.
When I returned the car I spoke with a young black woman, and I asked her to be sure I had not incurred any out of pocket charges, and she again, just like the other two people I spoke with, assured me I had not, so I signed the return slip and left. I was not given any paperwork at all at this time, just like I was not given a copy of the contract previously when I returned the original rental vehicle.
1/30/2024
I received my credit card statement, which showed a charge from Enterprise Rental in the amount of $570.41. I called the Enterprise rental office and spoke with an agent. I explained to her that I had asked several different times, with 3 different agents to make sure I was not incurring any out of pocket costs and had been assured by each of them that I had not.
I wanted to know why I had been charged on my personal credit card, in the amount of $570.41. Dalton, the manager, then took the phone and told me I was responsible for the charges and was incredibly rude to me. I tried to explain that I had been told over and over I was not incurring any out of pocket charges, but he would not listen, so I ended the call. I then called Capital One and filed my dispute.
1/30/2024
I once again emailed the Enterprise Corporate Office asking someone to contact me, but no one ever did.
2/2/2024
I called the Enterprise Corporate Office again and spoke to their Customer Relations Department.
I was on the phone with them for exactly 20 minutes explaining the issues I experienced during the entire rental period. The agent I spoke with promised me that someone would be in contact with me within 3 business days, and as of 2/26/2024 I still have not been contacted by anyone.
I called the Corporate Office of Enterprise 3 different times, and I also emailed them more than once, with absolutely no resolve.
They refuse to contact me, either from the Regional Office or the Corporate Office to help resolve the problem I am experiencing with them. In addition, they refused on 3 different occasions to provide me with the contact information for Joseph Brown, the Regional Manager for Richmond, VA.