Below is a copy of a complaint e-mail that I've sent and re-sent several times. The first letter I sent was to the CEO of Enterprise, and subsequent letters were mailed to the customer relations department. I've never received a reply. I'm using yahoo e-mail, and I don't know if they can issue e-mail receipts. I also called after being reassured that I would be contacted by a branch manager within 3-5 business days, however, that never came to pass. I was wondering if you can offer any tips? I wanted an apology, but it looks like they're totally ignoring me, which makes me feel as if i'm not a valued customer.
To whom it may concern:
My name is Brittney Richardson, and I have been a customer of Enterprise Rental for several years now. Over the years, I’ve been met with great customer service, a friendly atmosphere and low rates for standard and compact size vehicles. There has even been times when I was either picked up or dropped off at the location of my choosing without hassle. Frankly, I’ve never had a single complaint, that is, until now.On November 30, 2012 I rented a vehicle at the Grand Prairie, Texas, location at 3060 W Interstate 20 Ste .
Originally, I had only planned to keep the vehicle for weekend, but I kept the car for two days longer. I called the manager of the Grand Prairie location, and asked if it would be alright for me to return the vehicle at another location and he said sure. I chose an Arlington, Texas, at 1108 E Division St., which is about 15-20 minutes from the Grand Prairie location because I was in the vicinity.
I’ve never dropped of a vehicle at a different location, and I wasn’t expecting it to be difficult or unpleasant but it was.
Sheldon is the person who handled my check-in and he appeared to be slightly arrogant. I stated that I wanted to drop off a vehicle and replied back with, did you rent it from here, I said no. He stated that he would have to inspect the vehicle, and I nodded my head because I knew that this was standard procedure. I felt like the inspection was taking longer than usual, and when he came back, he said "you damaged" the vehicle. I obviously was surprised, because I knew I didn't damage the vehicle, and I also knew that I was the only one driving. So quickly, I denied the accusatory accusations. I just remember myself saying emphatically and repeatedly "I did not wreck that car." That was until he said, that the damage done to car were scratches on the exterior to the car and they were all around the car.
I immediately said are they "key scratches", thinking someone could’ve keyed the car, but Sheldon said they were brush, shrub, or tree scratches, and that’s when I decided to investigate myself. I examine that vehicle and sure enough there were barely visible marks that he called scratches all around the car that appeared to be scratches. But I knew they weren’t caused by me and had to have been there before I rented the car. I did a walk-around to examine "damage" but I thought I was looking for dents, dings, peeled painting, keyed marks, and I didn’t see those. I wish I had the forethought to take a picture of this "damage".
Initially, I was going to let this go, but every time that I think about renting a car again from your company, I’m reminded of this whole ordeal, and I simply choose to go with other companies. I would hate for another person to experience what I did. I felt like a criminal. I asked for copies of the receipt, he told me I would have to get it from the original location. I was instructed to sign something, and was told I couldn’t have a copy of that. I asked to speak over and over again with the store manager but was informed that he was in a meeting. Sheldon claimed to be a manger, but I was later told that was untrue. Thank you for taking time out to read this e-mail. I