I’ll Refund That for You THIS Time…
Last week, we took the MINI to the dealer for some work and got a rental from the in-house Enterprise Rent-A-Car. The dealership agreed to cover the whole cost for the Toyota Corolla even though we had to keep it an extra 8 hours, but I still had to leave a credit card for coverage, just in case. We got it with 3/8th tank of fuel, and when we returned it, I’m positive it had 3/8th tank of fuel.
Yesterday when I downloaded my credit card transactions to Quicken, I saw a charge from Enterprise for $8.20. What’s up with that?
So I called, left a message with the service adviser and waited. The adviser called back and confirmed that the dealership did in fact cover the rental, so “the charge was probably for fuel”. I wanted answers! She said she would talk to Enterprise and find out for me.
A couple hours later, Enterprise called me and confirmed the charge was for fuel. They said I brought the car back with a 1/4 tank, not 3/8. But I told him that I:
1) Know I looked at the gauge and saw 3/8th when we turned it in and we weren’t parked on any slope
2) Filled it to 1/2 tank and only drove it 30 miles. What kind of Toyota Corolla gets 120 miles to the tank on highway driving? That’s like 10mpg!
So the Enterprise guy said, and this is the kicker, “I’ll refund that for you THIS time”, like he was doing me a favor. I repeated that this was not my error and made sure to sound insulted at the accusation that I’m stupid or lying. Unfortunately, when we returned the car, the Enterprise people had left for the day (it was about 6pm) and I had to just leave the the keys at their desk.
I’ve rented all our vehicles from Enterprise (about a dozen in the last 5 years) because they’re convenient and never give me a hassle about fuel. This is the first time Enterprise has been stingy, and it’s definitely the first time they’ve argued with me on anything. I won’t change how we rent cars, but I will make sure I either get visual confirmation of damage/fuel levels when I turn in the vehicle to that location again, or at the minimum take a timestamped picture of the gauge for records. But it shouldn’t be this much of a hassle to be a trusted customer, should it?