These guys dropped the ball in every single way. They were over 15 minutes late to pick me up at my autobody shop. They didn't have any cars available when I arrived at the shop 15 minutes past my appointment time. I had the choice to either wait for a car to come back from an oil change, or wait while they cleaned a recently returned car. This is a pre-arranged appointment, it's not like it's a surprise, yet they didn't have any cars available,
As I was signing the initial inspection paperwork, the manager told me something blatantly false. He said that the state of Oregon required all rental car drivers to carry insurance that specifically covers damage to rental cars. I would find out a few days later (from my insurance company), that this was completely wrong.
Because of the scheduling error he said he would contact the insurance company that was covering the rental car (the insurance of person at fault for the fender bender) and that they would most likely cover this additional insurance. He said he'd keep in contact with me and let me know what he found out. It isn't until later that I start to question this additional insurance, because if it was illegal to drive without it, why did he let me leave the lot with the car?
So I drive the car around town for about 10 miles, then head home where the car remains parked until I return it the next day. Because it was a newly returned car, when I got the car it only had 1/4 of a tank, and even though I only went 10 miles to get the gas gauge up to where it was before I have to put in over 2 gallons of gas.
When I go into Enterprise to return it, they don't have my paperwork. Literally, they have no record of me renting the car in the first place. They end up copying my copy of the rental agreement for their records. I make sure everything is all set, get my deposit back and leave.
A couple of days later I receive a call from the insurance company that paid for the rental. They tell me that Enterprise is saying that I purchased additional insurance, and owe them money. I was taken aback. Additional e.g. optional insurance?
I never purchased additional insurance. The manager was going to look into having the insurance (which was supposedly legally required by the state of Oregon) covered by the insurance company, and was supposed to call me to let me know whether it was covered or not. Enterprise never contacted me, not even once. Not even to tell me that I supposedly owed them money.
I never thought I'd say this, but thank god for insurance companies. I explained the situation to them, and they explained to me that rental car insurance is completely optional. What the manager told me was completely false. As I explained the entirety of the situation, the insurance representive told me that Enterprise had not fully explained the situation. The insurance company covered the cost of the insurance, and I didn't have to pay any extra charges.
Then to top it all off, Enterprise calls my cell and leaves a message. They ask me about my customer service experience with them, and how they can make it better. Well, thanks for wanting my opinion, but what am I supposed to tell them? The insurance company covered everything, so they can't do anything to fix my horrible experience. Enterprise was completely inept from the beginning to the very end. The customer service was horrible, they were unorganized, and the manager blatantly lied to me about additional insurance. Then even though he told me he was going to call me about the status of the 'required' insurance, he didn't so I assumed everything was okay. They can't make reparations for all the hassle they put me through, the time they wasted, and the lies they told.
I had a rental car for a day and a half, and it was the worst experience I've ever had. If you have to use Enterprise, do not use the Beaverton one!
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