446 N Frederick Ave, Gaithersburg, MD 20877
No coupons available
I had a bad experience with this rental location. I had a small car accident and must sent my own car to a dealership nearby for repairing. The other party's insurance covered my rental car. After filing the insurance claim against the other driver, I was promptly contacted by this location to schedule a pick-up appointment per the insurance company's instruction. I was satisfied with the smooth process until this point.
At this location, an Enterprise employee showed me my rental car. It was a VW Beetle. I was not familiar with the car thus I asked the employee to help me to start the engine. She did so. When I entered the car, I could not hear the engine sound. I expressed my surprise to the employee. The employee gave an affirmative answer that no engine sound is very normal for a new car and she has just started the engine. Detrimentally relying on her words, I switched the gear to "D" and attempted to leave the parking lot. Without my knowledge, the engine in fact was not started. Since the car was parked on a upward slope, it started to slope down. As I acted as quickly as possible to step on the break, the car's bumper gently touched the wooden light pole behind it. As I stepped out of the car, a lady assistant manager who just came out of the office loudly and rudely claimed that I caused the damage and requested me to surrender my credit card and insurance information. Her behavior made me feel embarrassed. Without further assessing the damage, the lady assistant manager filed an insurance claim against my insurance company and charge $500 on my credit card immediately (insurance deductible). While she was doing all these, I inspected the damage and noticed that the damage on the bumper is extremely minor to a degree that almost unnoticeable if you don't pay particular attention on the bumper in a very close look. I then took a photo with my cellphone.
As I was getting a little angry with the whole series of incidents, another gentleman manager came out and helped me out. He assessed the damage and said it is the least damage he had ever seen. He told me that it should not be a big deal and he will handle it and will notify me whether they need to continue their insurance claim and charge me $500 deductible. During our conversation, I learned that he is not the manager of this location and he was temporarily transferred from Germantown Enterprise to this location to help and the employee who initially showed me the car and helped me to start the engine was a new employee in training. He gave me another rental car and I drove away. Later that afternoon, I received a call from the gentleman manager confirming that the damage is too minor so that they will not pursuit any insurance claim against me and they will refund $500 to my credit card. The next day, I received confirmation from my insurance company that the claim was cancelled.
Until the day of writing this review (the 12th day since the incident), I have not yet received the refund of $500. I also contacted my credit card company. They confirmed that they have not received the refund from Enterprise. I made numerous calls to this Enterprise location and cannot receive an affirmative answer and a reasonable explanation. In one occasion, they even put me on hold and never talk to me any more. I was holding for more than 20 minutes. Extremely poor customer service!!!
I am very disappointed with the Enterprise service and attitude at this location and two dumbs up to the Germantown Enterprise gentleman manager's professional attitude and conflict handling.