February 5th, I called the above company, requesting price of small car for 7 days, Spoke with Mr. Ervin Dine, Management Trainee.
He quoted me a price and offered pick up
service, which I accepted. On the way to the office, Mr. Dine quote same price HE gave on the phone. Upon arrival, Mr. Dine enter my information into their computer and came up with a higher price. I questioned it and told him he couldn't quote a price (on phone and in person) and then change to a higher price. He then went into Mr. Travis C. Graham-Jones, Branch Manager's office and spoke with him for about 7 minutes. They decided to give me the price Mr. Dine quoted on the phone. The total price from 02/05/13- 02/12 came to $620.30, including $250.00 Security Deposit, Insurance and other fees. Mr. Dine printed the contract,
explained all of fees, stating the $250.00 Security Deposit will be returned to me upon
my returning the car on time with no damage.
I confirmed the Security Deposit rules with him, He stated "YES". I gave him my Bank Card for payment, signed the contract and received the keys and copy of contract. The $620.30 was
deducted from my bank account 02/06.
February 12th, I returned to office, spoke with Mr. Dine, same Rep from February 5th, requesting to extend the rental from
02/12- 02/19. He quoted me a price of $290.00. I questioned price, which was higher
than the prior week. He reminded me that on
February 5th I was charged a lower price, because he quoted the incorrect price. He then asked me the length of days I needed the car, I told him 14 days. He then informed me, it would be to my benefit to rent 7 days at a time, because I would then have to pay the total cost for the 14 days. Again I confirmed the rules for Security Deposit ($250.00). He stated "YES". I agreed for $290.00 to
be deducted from ($110.00 Bank Acct/Deducted
02/13 and $180.00 from My Credit Card/they
didn't pass the charge to my Credit Card).
Mr. Dine then wrote on the original contract
$290.00 good until 02/19.
February 19th, I called the office and spoke with Mr. Graham - Jones, Branch Manager, regarding extending another 7 days. He gave me a price higher than $290.00 (prior week's price). I questioned it and told him I will come to the office. I then went to the office and spoke with Mr. Dine, whom quoted same price that Mr. Graham-Jones gave. I asked why was the price higher each week, isn't the price support to be the same each week. So I
asked for price from 02/19-02/25, he told me $298.55, I agreed. He then wrote $298.55 and 02/19 on original contract. I, again confirm Security Deposit rules with Mr. Dine, he stated "YES". I agreed for the fee to be deducted from my bank account, which was deducted 02/20.
February 25th, I returned the car, Rep, Young
Woman, took the keys, my name and checked the
car. She returned stating the car had "NO DAMAGE", she then pulled up my information on the computer, WHISPERED something to another Rep. The second Rep told me I was supposed to return the car on February 19th and today's date is the 25th. I informed her that I
returned on the 19th extended rental from
02/19-02/25 for $298.55, which was deducted
from my Bank Account. Asked did she need a
copy of Bank Account statement, she stated "YES". I sent my son for a print out. She then reviewed the print out further and stated I had an outstanding balance of $210.30:
$180.00 Credit Card/Enterprise did't pass charge $30.30 Some none sense explanation.
I told her I understood the $180.00, but not the $30.30. Being so upset I told her to
deduct the $180.00 from my Security Deposit.
She stated that I chipped into the Security Deposit when I extended the rental past February 12th. I stated I never heard anything like that, and wasn't informed of
this rule/regulation. She stated you can't
expect to drive around all that time and not
pay fees. I told her on 02/05,02/12 and
February 19th I was quoted a price (CONFIRMED
THE SECURITY DEPOSIT RULE) and I paid the fee,
weekly, which is required before you receive the car. Mr. Dine then came over and stated the same information the Rep told me. I asked him why didn't he informed me of the CHIPPED IN RULE, When I consistently asked him each week. He stated he didn't remember me asking him on February 19th. I told both of them, If I had known of this rule, I would've terminated the contract on February 12th. I was so upset, I gave them permission to deduct the charges $210.30 from my Credit Card. I then informed them that I will report them and call Channel 7 News. They gave me their Business Card and told me to E-Mail their Manager. I told them I will report him also.
February 26th, I called 877-858-3884 requested
the Main Office address and phone number. The
Rep asked me If I wanted to file a compliant, I stated Yes. She took the information, gave
me Ref #130226000849 and stated I would receive a call within 3-4 days from Regional
Manager. After not receiving a call, March 5th, I called, gave my information and asked why I didn't receive a call. Rep told me it takes 5 days for a call back, I told her 5 days past. She told me she would reenter my compliant and the reason for not a call back could be there wasn't any Regional Manager in my area available.
I told her if the matter is not resolve, I
will call Better Business Bureau.
March 6th, Mr. Travis Graham-Jones, Branch
Manager, office in question, called gave me
his name. I asked what office was he calling
from, he told me he's Branch Manager of
another location, Jersey City, NJ. I didn't
recognize his name, so I spoke with him. He
apologize for the incorrect information given and stated the Security Deposit ($250.00) was
used because I extended the contract. I told
him that the Security Deposit should be return upon return of the car on time with no damage.
He told me the Security Deposit on a "CAR" is
different from that of an 'APARTMENT'. I told
him, if Mr, Dine would've given me the correct
information, shown, circle or highlight this RULE/REGULATION to me 02/05, or 02/12, on the
contract I definitely would've terminated the
February 12th. I also asked him why wasn't this done, he didn't reply. He again apologize and started to tell me the rules,
I starting YELLING and told him twenty
something days to late. I only want to hear
the date I will be getting my $250.00 Security Deposit and $30.30 REASON???
He stated "WHY ARE YOU YELLING, I AM SPEAKING
TO YOU AS A "HUMAN BEING" AND YOU ARE YELLING". I Told him no one would accept
the lost of $280.00 and be happy with the
rules being given 20 something days later and
an apology. I ended the call.
Mr. Travis C. Graham-Jones Branch Manager
Mr. Ervin Dine, Management Trainee @
Enterprise, ELRAC LTD.
Hasn't the credentials/knowledge of products
rules/regulations, operation skills and
"very very poor customer service skills.
1) feb 5th, mr. Dine entered mr. Graham-jones'
office (small office, door open) with print
out of my information to discuss the
the incorrect price he gave me. I'm
sitting in customer service area, a
few feet away, mr. Graham-jones told
mr. Dine, you tell her, you tell her.
Which was an excellent time for mr. Graham
jones to remind mr. Dine of the correct
rules/regulations, especailly security
deposit. Also, close the door or at least
be professional and address me by my name.
2) addressed me as a "non human being" for
yelling. Someone should tell him
"human beings" are the only one that
can yell.
3) lying about not being the branch manager
at the office in question.
I would sincerely appreciate your help in obtain my $280.00, as soon as possible.
YOU MAY REACH ME AT (Personal Information Removed)
Thank you
lucinda
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