Enterprise Rent-A-Car

Re: Vehicle Rental Issue - RA # 3SNJ64

Below you will find the first of 4 emails I have sent. Each time I receive a response email back with a different sales rep saying they are taking over. This is ridiculous and extremely unprofessional of this company. Could I please receive some sort of resolution in the matter.

Hello,

I booked a Full Sized SUV for our family vacation. Our family SUV broke down and was in the shop for repairs. I booked a FULL size SUV to accommodate a family of 4, all our water toys, luggage, food etc.

10 minutes before arriving to enterprise to pick up our vehicle we were called and told they didn't have an Full-size SUV. This is obviously unacceptable to me, as I had booked full-size SUV in order to accommodate my family and all of our belongings. We had to turn around and drive back home to go measure the water toys and items that we were bringing with us for a vacation. When arriving we were told that the only option was a minivan for us. We did the measurements and this was not going to be able to fit all the water toys that we had purchased this year to take on vacation. We were told there was no other option there was no other vehicles for us. We were told that Enterprise will do this, they will leave vehicles that are actually not available on their website to book. Leaving customers with no choice but to take what is available. This is absolutely unacceptable and has now ruined our family vacation. We were unable to take everything that we had purchased to go on this vacation to a lake. My question is how is this acceptable? Our family was waiting at home all packed and ready to go, if a company advertises that an item is available and you purchase online that should be honored.

Because at this point we have no other option but to take the only vehicle that was available, as all her other plans hotels etc. could not be canceled without charged at that point. We had no choice but to except the minivan and be on our way. Once on the road and folding the seats down fully to accommodate all her items is when we discovered how dirty the vehicle was full of sand and grass.

Please see my rental agreement number and name below. I would like to be contacted by someone in regards to this. I feel that a full refund is appropriate for the situation. I end up paying over $800 to rent a vehicle that will not accommodate $1000 in new summer water toys that we specifically bought for this vacation.

Rental Agreement Summary RA#: 3SNJ64
Renter: SARAH LEMIEUX

I can be reached through this email or by phone. [protected]

Thank you

Sarah Lemieux

Claim # 17170339. I picked up the rental car from Langley, BC location on Tuesday April 13th at around 5pm. When the agent gave me the key to the vehicle I asked him to give me a damage report for all the scratches and especially for the long scratches on the front bumper on the passenger side that we both saw on the vehicle that day but he didn't. His reasons was they are minor, not big dent or anything so I shouldn't be worried. I even asked him should he or I take pictures and video recording of the damages but he said that it wasn't necessary as well.

At that point I just felt something wasn't right so I took a video recording of the damages of the front bumper on the passenger side just to be on the safe side because I know that one day I will need it!

Just as what I had suspected, when I returned the vehicle on Tuesday April 20th, I got a call from them on Wednesday April 21st that they wanted to file a report on my insurance and would collect $300 deductible from me for the prior damages clearly that wasn't my fault.

Fortunately, I recorded a video of the damages on the day I picked up the vehicle at the parking lot with the date and time stamped. Otherwise, I would have no protection at all!

Even though it was made clear after I provided them all the proofs that the damages were already there on the day I picked up the vehicle, they still went ahead and made a false claim!

I'm not the first one that this corporation making false claims against their customers for financial gains. They have done this to too many previous customers and I know that they will still keep doing this until there is justice brought against them. For all consumers out there, please please do your homework and please take a moment to read about all the horrific experiences & reviews online as well as on this complaint board that other customers had suffered then you will see that this has been a rooted problem of this corporation so you can protect yourself by steer clear from this business.

I'm baffled as why these unethical practices have been ongoing for so long and they are still haven't been investigated by an external company. It's horrendous to see so many customers been taken advantages of by this corporation and yet they are still able to get away with it. I am sure CTV news would love to cover a story about this!

*On a side note, this message is for Carol H. from social monitoring department of Enterprise (the person you see with all her replies to customers complaints on here)

Hi Carol, please stop telling your customers to email all enquiries to care@enterprise.com or canadaclaims@ehi.com so that you or whoever can help look into this further because clearly none of you have returned any customers emails we've sent and all we've got was a run around.