I'm only giving it one star because I have to. We rented a van for my wedding and we were returning it the next day. I got there at 11am and it did need to be returned by 9:00am. So yes we were late. But I stood in the lobby for 15 minutes before anyone helped us. There was the employee behind the counter who was on the phone and his "boss" who sat at his desk and ignored me the entire time. No greeting at all, even to say he will have to help you or anything. When my husband and his friend came in with the van we waited longer and then when the guy got off the phone he just rang us out and AFTER he rang us out he said that they have a 45 min grace period and after that they charge us a fee by the hour and after an hour then they charge you for a whole day. Now I understand that we were late but NO ONE ever explained that and at that point we said um okay well if you are going to charge us for the whole day then we will keep it. To which the employee looked at his manager and said no we already rang it out you can not have the van. How can you take our money ring us out and say the receipt was already closed so we cant take it back. THEN they filed a false claim that we scratched it when we didn't. That is stealing! You charged us for a service we did not use and we will fight this and report you to everyone we can. This is why enterprise is more successful than you! You have terrible customer service and are thieves!!!!!!!!!!! You won't get away with this!
I called and spoke with Brian Bass the fleet manager and he was the manger that was their on Sunday. How he got to be in management I have NO idea. When I asked him over the phone if he stood behind the level of customer service that he gave and if he as a customer received that kind of service would he be happy with it, he could not give me an answer. He is rude and and has terrible customer service. This is not the last you will hear from us. I will report you, leave reviews everywhere and we have disputed the charges. I am a regional manger and if one of my employees would have treated someone they way you have, they would be in big trouble.