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Enterprise - Billing Disputes

Enterprise •Billing Disputes •Damage Charges •Defective Cars •Happy Customers

Jeffrey of Derwood, MD writes (7/9/02):
Back in May '01 I rented a car from Enterprise. The bill totaled $1380.00. I presented my credit card and told the Enterprise rep. that I would pay cash for the rental when completed. I paid by check (cancelled check in possession) a couple of months later I have a credit charge to my account for the same amount, $1380!

I disputed the claim with First USA ... they reversed the charge. A couple of months later I received a letter stating the charges would be reapplied. I am so frustrated. First of all my limit is only $1500. I was prudently trying to reduce my balance when this $1380 was fraudenlently applied to my account. How can this be resolved?

Jeffrey should send a certified, return-receipt-requested letter to Enterprise, demanding payment of the $1,380 within 30 days. If payment is not received, he can go to Small Claims Court.

Anna of San Antonio TX (6/18/02):
I went to Enterprise because they were having a $9.99 per day weekend special. I flew into Massillon, Ohio on May 23, 2002. I picked up the car on Friday, May 24, 2002. I returned the car on Tuesday, May 28, 2002 at 3:30am. I parked the car in the parking lot in front of Enterprise and put the keys in the drop box like I was told to do.

I then returned to Texas on a 6:15am flight that same day. On June 10, 2002, a $463 charge was posted to my account. When I called Enterprise and talked to the supervisor (Jason), he told me that there was no way the car was returned on May 28. He said it was returned on June 10th and to this date has not been willing to only charge the $40.00 that is suppose to be charged. I have faxed him a copy of my plane tickets to show him that I left on may 28 (as per his request) but he still will not budge.

Anna should sue the company in Small Claims Court.

Rebekah of Orem UT writes (8/4/01):
On July 21, 2001, I rented a car from this company. They asked me to sign a blank credit card receipt, authorizing a $300 charge, as a deposit. I specifically asked if I would be able to pay for the rental in cash, even though the deposit was on my credit card. They assured me there would be no problem.

On July 23rd, I returned with the car, paid for the rental in cash, and thought nothing more about the transaction. Yesterday I received my credit card bill in the mail. The company had charged my credit card for the total (about $100) even though I had already paid them in cash. I had specific personal reasons for not using the credit card for the transaction, that, in addition to being double-charged made me really upset.

I called the company and they said they would research the problem and call me back about it. Despite this particular office's track record of not calling back customers as promised and not seeming able to locate reservations that have already been made, they did actually call me back. I spoke with "Jeff" (who was probably the same guy who took my cash payment, but he gave no last name). He explained that somehow there hadn't been a receipt for the cash and so, at the end of the day the manager had charged my credit card account. They already had my signature on an authorization slip because of the deposit. He said they would credit back the charge onto my credit card bill (I am still waiting for that to happen but have no reason to assume it won't).

What makes me angry, however, was that they did not bother to apologize or even acknowledge that they had made a mistake and caused me a lot of frustration and trouble. Apparently, this sort of thing is a normal part of the operation of their business and I am supposed to accept that it is my fault for believing the representative who gave the impression that the office was competent and capable enough to take a cash payment. If I had not carefully scrutinized my credit card bill, apparently they would have never noticed the error. They gave me no reassurances that this would not happen again, nor apologies.

In service industries, a little acknowledgement of error and consideration for customers goes a long way. Since this office was devoid of both, I will continue to tell this story and post this story wherever I can.

Andrew of Jacksonville, NC, writes:
On Thursaday, 07/13/00, Mr. Transmission authorized a car rental with Enterprise rent-a-car because my car was in the shop for warranty repairs. They dropped my wife off at Enterprise. Enterprise, after the paperwork was done, asked my wife for a deposit of $100. My wife asked "Why?" since it was being billed to someone else. Only had her checkbook, so she wrote them a check. She was told that the check was for security and would be held until she returned the car.

I called Mr. Transmission on Friday stating that I would need the rental car for another day. They approved it and said that they would call and authorize the additional day. When I turned the car back in on Sat. 07/15, I was informed that I could not get my check back because it was deposited into their account. They further stated that I would be mailed a check when they received confirmation of the second day use and payment from Mr. Transmission.

I thought they are using my money (over twice the bill) to earn interest while I fight to get it back. But I bet they would not give it back to me with interest. I wondered how many customers it would take to make this a very lucritive business practice. I asked for a national customer support number and was told I had to talk to LYLE H and was handed a business card.

I left Enterprise, but the more I thought about this the more I was sure something was not legal about this transaction. I tried calling Mr. H but was told he was not available until Monday. I went to Mr. Transmission and asked if they could help me. They called Enterprise while I was standing there. When he hung up the phone, he told me that they said they would release a check to me on Tuesday and I should receive it a few days after that. They have tied up my money from my checking account for over five days before they even send me a check without disclosing that this might happen. Is this legal?

I am currently waiting for my refund, but in the meantime I can not utilize that $100 nor earn interest off of it. I was embarrassed at how upset I was at not getting my "held" check back and frustrated that nobody at Enterprise could assist me today. They don't keep blank checks at the office but they sure were quick to take my money.

Frankly, it's not likely Enterprise or anyone else makes much on such a short float. It takes several days for a check to clear and in most cases, interest doesn't start to accrue until the check has cleared. This sounds like bureaucracy rather than skullduggery.

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