I sent the branch manager the letter I am posting here and he hasn't e-mailed me back or called me and wont answer my calls when I call the store!!! How much more unprofessional can he be? The following is the letter I sent - On March 6th I came to said Enterprise location to rent a vehicle because I had been involved in an accident a couple of days earlier. When I came into the store, I was helped by Justin and the first thing I told him was that I chose Enterprise because that was the preferred rental car company of the at-fault driver’s insurance company, First Floridian. I told Justin that I was paying up-front, out of my own pocket and wanted to make certain that the other driver’s insurance company did not dispute any charges. I told Justin that I wanted the cheapest car and nothing else. He told me that he was going to have to upgrade me to a sports car model but would still charge me for the cheapest vehicle option. I asked him if he was sure that First Floridian would not dispute paying for my rental since it was going to be a sports car, which I saw as a luxury. But, Justin assured me that there should be no problem whatsoever. During this time, I repeated again that I did not want anything extra. I stated that I only wanted the most basic deal – no added perks or coverage. I repeated myself several times while reiterating that this was because I wanted there to be absolutely no dispute about any of the charges from First Floridian because I wanted to be fully compensated. I also told him that I didn’t need any extra coverage for anything because I am covered by Progressive and I also have AAA so I would not be needing anything but the car. This entire conversation happened inside the building. Justin then escorted me outside with a clipboard. At this time, I got my backpack, work uniform, work shoes, and another bag out of my fiancé’s car and was holding them in my arms to place in the rental. Before I took the car, I walked around the vehicle with Justin and we agreed that there was no exterior damage on the car that I could be responsible for. At this point, Justin handed me the clipboard to initial three areas that he had already circled. With my awkward load in my hands, I initialed where he had indicated and went on my way. On March 8th, two days after I rented the car from Enterprise, I returned to the store to point out to an employee some minor interior damage I had found. When I pulled into the Enterprise parking area, Justin met me outside with his copy of the paper I initialed two days earlier and I showed him where there was a scratch in the plastic in the back seat and that there was also a small plastic piece missing that covered a bolt for the driver’s seat. I told him that I wanted to bring it by to show someone so that I would not be charged for the damage. Justin was really nice and said I didn’t have to worry about it and I left. I’m writing this long-winded letter because yesterday I got a check from First Floridian compensating me for my rental car charges. However, the check they sent me was $217.70 less than Enterprise charged my credit card. I called First Floridian immediately and they told me that they would not compensate me for the extra insurance coverage I had gotten from Enterprise. I was shocked! What did they mean?! This is exactly what I explained to Justin over and over again that I did not want to happen. I could not believe that after I told Justin so many times that I did not want any extra coverage of any kind, he still charged me for it. I looked at my copy of what I initialed outside, in the sun, with my arms full, after having told Justin four or five different ways that I wanted only a week or two of rental and nothing else that isn’t included, and found that one of the areas he indicated I initial was called “damage waiver.” To me, damage waiver means I am waiving responsibility of damages. And, since Justin was so nice and helpful and friendly, I did not think he would have me sign for a $14.99/day charge for extra coverage when I specifically said so many times that I did not want anything extra and nothing that First Floridian would not be willing to pay me back for. I also initialed in a box that states that “I decline optional supplemental liability protection.” By having me initial here, I believed that Justin was filling out my paperwork according to what I explained to him I wanted. If I had opted to pay for the extra damage coverage, then why didn’t Justin ease my concern about the very minor interior damage when I came back? Why didn’t he say anything about this to me? If Justin knew that I knew I was paying $14.99/day for extra damage coverage, then why didn’t he mention it at all when I came back to Enterprise so concerned about the very minor interior damage? I work as a waitress at a pizza restaurant and am putting myself through graduate school at UCF with loans and what little money I make waiting tables part-time. I would never waste my, or anyone else’s time with this issue if I didn’t feel so wronged. Justin was so nice to me and I trusted that he indicated I initial the paper according to what I had so explicitly stated I wanted when we were inside the building. I know that he understood that I wanted to cheapest, most basic deal so that First Floridian would fully compensate me. This makes me wonder if Justin makes commission for getting customers to opt for these extras. Or maybe it makes his branch look better because he’s the manager. Whatever the reason, I can not let this go. I know that he understood what I wanted and more importantly, what I didn’t want. I would like the money back for the extra damage waiver coverage that I clearly stated I did not want. I hope this can be resolved at this level. I don’t know what other avenues I can explore to get what’s right. Perhaps I could go to Justin Scoville’s boss, Enterprise’s corporate office, or the insurance commissioner in Tallahassee but I hope it does not have to get to that point.
Thank you so much for your time. Lisa [email protected] (407) 927-3759
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