Complaint: I rented a minivan from Enterprise Rent-a-car, 7823 Sudley Rd. Manassas, VA on 10/22/2010. The service person who checked out the car for me was Matthew Pocius (Branch Manager). Pocius performed a quick inspection (lasting approximately 30 seconds) of the vehicle while I remained inside of the branch. I trusted Pocius to provide an honest and accurate assessment of the condition of the vehicle. He did mention that there was numerous scrapes and marks on the vehicle and that it did appear that the vehicle was involved in a minor accident for which minor cosmetic issues had not been repaired. I signed the required paperwork and left with the vehicle. I travelled with the vehicle on business to New York. The car was parked in a safe location during my trip to NY and at no time did I observe any damage occur to the windshield of the vehicle or any other part of the vehicle. I returned the vehicle to Enterprise Rent-a-car, 7823 Sudley Rd. Manassas, VA on 10/28/2010. The vehicle was inspected by a female employee (name unknown) and Assistant Branch Manager Travis Burgher. Both employees advised me that a small crack in the windshield approximately 1/2 inch in diameter was found and that I would be responsible for the damage. I explained to both individuals that I did not cause this damage and that I should not be held responsible for damage that had already existed on the vehicle prior to my renting it. Mr.Burgher became rude and advised me that since I signed off on the inspection form, I would be required to pay for the damages. I feel that this company is being dishonest and is forcing me to pay for damage that I did not cause. In addition, I feel that the way that my concerns were handled by the managers of this establishment shows a clear and convincing disregard for providing quality customer service. I explained to Mr. Burgher that my complaint is not based on my having to pay money for damages. My complaint is centered on the principle that I should not be required to pay for damages that were already on the vehicle prior to my renting it and damages that I did not cause. I also explained that it was unacceptable to treat a customer as poorly as these employees have treated me in handling this issue. Needless to say, i want to warn other customers of the way that this Enterprise branch operates and of the poor customer service provided by both Pocius and Burgher.
Tags: Auto Rentals
Address: 7823 Sudley Road Manassas, Virginia United States of America