Keayanna a.

Branch #6541

There is a serious lapse in communication and accountability at this location. Insurance was all set to cover the rental with the exception of 4 days which would be around $125. But! As the car was being dropped off (in perfect condition) we were informed that we were misinformed the day we picked the rental up. First, the associate handling the pick up explicitly said that coverage was needed on the rental so we trusted that associate and opted in for it thinking we had NO choice (and later found out it's completely optional) so we were charged for something we were not supposed to under false pretenses. We also found that the associate didn't even give us the right information and charged the WRONG insurance type of the rental (again that we never needed but were told to opt in for).

So today while dropping it off, they are telling us that their policy states all insurance on the rentals is optional but did not want to acknowledge the fact that one of their associates did not honor that policy and basically forced us to opt in on something we DID NOT NEED.

Keep in mind that there is DIRECT communication between this enterprise branch and Allstate insurance(the company paying for the rental) so there should have been no problems or miscommunication on how the rental should be handled.

The local branch refused to help in any way shape or form, was very passive aggressive and went as far as to lie about their not being a headquarters or corporate number for us to call to speak to someone who CAN help.

Well we got the number for the Area manager and left a message because this situation is ridiculous and someone needs to take responsibility and rectify the whole situation.

The total should be a little under $200, now it is $500 for charges that are very arguable. We have absolutely no problem paying the correct amount owed but $500 is absurd.