On January 21, 2010, Vista BMW of Pompano Beach was unable to give me a BMW loaner car so they had Enterprise Rental of Pompano Beach pick me up to rent a car for the night. BMW was footing the bill because my car was under warranty. Enterprise gave me a few dismal choices and I settled on a crappy Corolla with the "check engine" light shining (which I was assured was "no big deal"). I was promised and assured several times that Enterprise just needed my credit card for the rental hold and WOULD NOT charge my credit card. I returned the car the next day, no problem. On April 30--3 months after renting the car, I noticed a $28.62 charge from Enterprise of Pompano Beach. My husband called Enterprise of Pompano Beach and was told that BMW had not paid the bill and it was their policy to wait 90 days, then charge the renter. Now, I understand if the bill doesn't get paid some action should take place. Couldn't Enterprise contact me FIRST, or even contact BMW of Pompano Beach prior to breaking a verbal agreement not to charge my card, 3 months after the fact? My husband kindly stated to the woman on the phone that we would be filing a dispute with our credit card company. She had something snippy to say to my husband which ensued a snide verbal interaction between the two of them. I called BMW, who checked on the situation and noted that payment would be sent out, and we should see a refund soon. On May 20th, I spoke with Melissa who took a message and said she would call me back. No one ever called. I called back the next afternoon and was told that the manager was on vacation and they would leave a message for her to call me back on Monday. She never called back. I called Monday late afternoon and was told by the manager that she would check on the situation and call me back. I specifically asked when she would know something and she stated to me, "maybe not today but definitely by Tuesday afternoon." No one called. I called on Wednesday afternoon and spoke with Katie, the assistant manager who said she was waiting for Stewart to check on the bill. By this time I was a bit aggravated with the whole phone tag situation and told her that I would like an answer back by the end of the day. Katie replied, "DON"T TELL ME HOW TO DO MY JOB!" After this response, I was disconnected. Now, I will give Katie the benefit of the doubt that it could of been a dropped call on my end--somehow I doubt it. Here Katie, this is how you do your job: call the customer back when you say you are going to call them back, even if you have no news!
I disputed the charges with my credit card company. My bank kindly contacted Enterprise of Pompano Beach to advise them of the dispute and they miraculously found payment from BMW and would be crediting my card that very day.
The manager and assistant manager at Enterprise of Pompano Beach could really use some summer reading; I suggest, "Customer Service 101 for Dummies!"