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| - I have been in a number of enterprise branches including a bunch of those in Toronto, and this clearly was the worst one in my experience. The agent that helped me get a car, Jamie Pryce, was anything but what you usually expect from an enterprise agent. She basically gave a super cold attitude toward me from the beginning, and that entailed not giving me essential information for which I had to suffer later! She wrote "500" in my contract without ever explaining what that is for. Only later I figured that it is how much enterprise is going to deduct from me initially if the car gets damaged. My auto rental insurance covers the full amount, so there was no need for enterprise to deduct anything. She neither considered that nor explained me this alteration to my contract that she made. If I knew beforehand, I would have declined this contract. It happened all due to her super negligence in serving a customer.
My car got damaged, and the real hassle began. She deducted that 500 amount right away after I returned the car. When I noticed that deduction in the receipt, I asked about the explanation for it. She said they did it as I agreed to it when I took the car. I told her that it never happened; she never told me anything about this alteration of the contract.
I thought it was only she who acts like that. But then an older guy from the back came to me. He is perhaps the manager or at least a bit senior in position, and I figured that this culture of malpractice and maltreatment was coming from the top. That older guy then asked me what else that "500" could mean if not the stipulation that this was the amount that would be deducted if a damage occurs to the car. He is in effect indicating to me that they don't have to give any explanation to the customer when they change the contract like that. It basically means that they can write whatever they want on the contract without explaining that to the customer and even have the impression that the customer must automatically know what those alterations stand for. I then asked whether they can provide any written policy from enterprise indicating that they can change the contract like that let alone doing it without explaining. They looked for papers but failed to come up with anything.
While trying to shun my objections about their malpractice, Jamie Pryce even told me that I cannot demand all that because I damaged the car, and I have to pay for that. That was a horrible misconception of hers about how modern day finance works, and this ignorance resulted in such an unwanted maltreatment. They were trying to swindle me by showing that I am somehow at fault because of coming back with a damaged car. Be aware whenever that happens to you. Some people from this branch are going to treat you like shit, although they will squeeze every penny out from your insurer. You pay for your insurance. You do not deserve this maltreatment.
My insurer paid the full amount. Hence, I got back the $500 they deducted initially. You may wonder what is the big deal then. I knew I will get it back, right? Sure, but enterprise took 80 days to send the damage report to my insurer. The damage bill was about $2000. There was no way you can take that many days for a repair that costs about $2000. But that happened. And hence this $500 of mine was stuck unnecessarily for about three months simply because of the incompetence and malpractice of an agent from this branch. This is indeed a big deal. People's money has to be respected. You cannot simply let someone keep your money just because someone was incompetent and made a mistake.
I do hope this Jamie Pryce and that older guy read this and correct their attitude toward customers. Otherwise, someone from higher up should look into this matter. This is so unlike enterprise.
And for customers, I would suggest you to be aware of this. Try other enterprise branches if you can. The one on the Dufferin Street is one of the best enterprise branches around. They mean business.
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