I and my 2 sons were in a car accident in November 2012.I had made arrangements to rent from Hertz but at the last minute they gave me an issue and I walked away, right next door to Enterprise.
The staff was very nice and accommodating.Within a few minutes I was out of there in a vehicle. While filling out the paperwork, I told them my story as I was visibly upset of how the insurance company was refusing to acknowledge that their adjustor fabricated information on the estimate, did not look under the vehicle, heck got the color wrong. He had also neglected to include any storage fees. So, I was clear with them, this rental would be longer than the typical few days, I had every intention this would max out the insurance money.
So for 3.5 weeks I hear nothing. I continue working on my end, no one is willing to work with me or just do their jobs, I got stonewalled at every turn. I am a single mom of 4 kids, one sick 13 yr old fighting all these business's that just want your money they could care less that you can't afford the heat bill or put groceries on your table because of them. Then I get this very nonchalant call from the assistant manager asking how I am just wanting to check in and make sure they were taking good care of me blah blah blah.
Then a few days later my husband (we're separated)receives a call from a Sarah who tells him she is the regional rep for Enterprise and that the insurance co would no longer pay for my vehicle and I needed to call her back ASAP. My husband explained the situation to her, NEVER did she indicate that Enterprise was just going to go into my checking account and withdraw over a thousand dollars. I called Sarah, left a message, she called me, left a message - phone tag ensued. In the meantime I have gone through 3 attorneys who on the phone say oh yes we handle that, then you go in and sit down with them and they say oh no, we don't 'these types' aka the no $$ types.
So, today I go to the pharmacy to get my son's medications and my card is rejected. I am shocked, confused, embarrassed, etc. I come home to check my account and I find Enterprise withdrew 1150.00 to date. I now can pay for NOTHING as I am overdrawn.I call this Sarah again, angry, and I told her I was forwarding this to my attorney and filing a notice with my bank that I NEVER authorized Enterprise to withdraw money outside the $150.00 initial deposit as I was explained.
Well I received a call back from the local office, assistant manager Anthony, where I rented the vehicle. Apparently this Sarah didn't want to talk to me now. So very kindly Anthony explains to me that they made numerous attempts to contact me and my mailbox is full (he's right I can't keep up with the phone calls and raise 4 kids)so they couldn't leave any messages for me. Although I did get 2 messages from him and 3 from Sarah I guess the "many" other times my mailbox was full.
And I am certain my mailbox must have been as well as I never received anything in writing. Essentially this was my fault for not contacting HIM,[although it was Sarah calling me] for my mailbox being full, I guess I ought to have provided them with a self addressed stamped envelope at the time of rental so he could send me a letter as well. But they were doing everything legal,this was out of his hands, nothing he could do, golly gee whiz sorry. You know that attitude when someone is being so nice almost just to enrage you.
I told him we disagreed period and there was no point in this conversation, I was going to allow my attorney to handle this and there was no more $$ for them to take. But by the way, since I can't afford my sons 2 blood pressure medications - if he strokes I'll be sure to send YOU the bill. This is business I get that, I told him you are just doing your job collecting money for a multi million dollar company from a single mom. I get it.
Well, and he goes on and on with BS about looking out for my best interest..by stealing my money??? SHUT UP!! Just be honest, honesty I can handle, this BS I can not.I told him to stop justifying his actions bc they are inexcusable and deplorable, period and you know that or you wouldn't be trying to make yourself feel better by BSing me. But he slips up and says we can put you in a cheaper rental that is only 28.00 a day instead of almost 50.00 WHAT!!!
Oh so now I get it. You thought you would gouge the insurance company - you know make yourselves look like the heros to me this poor mom - get my repeat business and all those I tell about your wonderful service - and you make 2x the profit you should be making by giving me a top of the line vehicle instead of a more reasonable one. So, if YOU had looked out for ME providing that ever so important CUSTOMER SERVICE then when I told you this would be a longer rental and shared my issues YOU would have then said lets put you in something smaller and cheaper to get the most days we can for you before you have to pay. That's what you WOULD have done.
But they seen me coming, we got her, a single mom, upset, crying, overwhelmed, with a sick kid - she's needs a car, she's not thinking straight so lets take her for all we can. CONGRATULATIONS you did!. And now I can not pay my PECO, cell phone, car payment (on my totaled vehicle), car insurance (for the company screwing me), that luxury my kids call food - but hey they get free lunch so one meal a day is enough, and then that pesky medication that keeps my son alive/. However, I did call customer service and spoke with Lee and she was very very nice and understanding but could do nothing?.
So tomorrow I have to speak with the manager,. Never did I say they didn't deserve to be paid for their service, but they deserve what is just, right and fair.. And what they did was anything but". I pray they do the right thing and negotiate these fees to what is reasonable - to what they SHOULD have done:.
And to top it off -- they OVERCHARGED me!!
I am paying for days I haven't even had the vehicle for unless of course, that was a lie as well/.This story is yet to be continued and I pray I have a positive and fair update.. 38ab9c1