Last month I rented a car from Enterprise in Bellingham, WA. I have rented many cars from Enterprise and am generally pleased with them. However, this time I found that the customer service I experienced was egregious. The big problem was that they tried to sell me on the optional insurance too aggressively. They tried to sell me on the insurance by lying to me and saying that if I did not purchase the insurance, then driving the car would be illegal. If I were pulled over by the police then I would not have insurance and would be liable to be thrown in jail, they said. This was absolutely not true. The contract that I signed with them provided that even without any additional insurance payments, Enterprise would provide all third party liability insurance as required by law in the states and provinces in which I was authorized to drive.
A more minor issue is that when I went to return the vehcile, even though I had opted to decline this insurance coverage and had initialled as such on my rental form, they had marked in their computer that was accepting the coverage and so when I went to return the car I was told that I was being charged significantly more than the agreed-upon price. I suspect that this was an intentional tactic to get me to pay more if I had been in a hurry and hadn't noticed that I was being charged for a service that I hadn't used.
I've only had these issues at this one location of Enterprise, never at any other.
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