Enterprise Rent-A-Car’s aggressive tactics

I don’t have an extra car, so I frequently rent from the Enterprise Rent-A-Car location just up the street. I’ve probably rented from them 200 times over the last 10 years, but staff turnover is so frequent that I’m often handled by an employee who’s never met me.

It happened earlier today.

I always decline the optional insurance coverage because I pay with Diners Club and have my own auto insurance. But insurance is a high margin item and staff members are encouraged to push the policies. They use a variety of tactics, including warning you that you’ll still have to pay your deductible if there’s an incident. But today –after I declined coverage and the staffer hit me with the usual tactics to undermine my confidence in my decision– she took things a step further. “What’s the name of your insurance company?” she asked. She said she needed to write it down “so if the car comes back damaged we’ll know who to contact.” Really she was trying to draw me into a further conversation about coverage, which I didn’t have time for.
I usually just smile and just ignore the pitch, but this move was overly aggressive, it seemed to me. I told her I’d rented there many, many times and wasn’t going to tell her!

And off I drove.

July 20, 2007

2 thoughts on “Enterprise Rent-A-Car’s aggressive tactics”

  1. You’re right about the aggressive pitches. A couple of years ago I had an interesting experience in Atlanta Airport. I had booked the rental car through Orbitz, and noticed after leaving the rental counter to get my car that the contract price was much higher than the one indicated by Orbitz.

    I returned to the agent who said she had added insurance because I had said “yes” when she had asked if I wanted the “standard basic terms” by which she meant inclusion of basic insurance coverage.

    I then recalled how she had engaged me in conversation and questions when I was signing the contract, so I hadn’t had a good look at it. She corrected it when I went back but had nearly slipped it past me. 🙂

  2. I worked at Enterprise, they are a bunch of sharks. When you go to work for them they tell you that they are only concerned about their employees and customer satisfaction– what a crock. After a month I learned that they only care about one thing, PROFITS. 80% of the time the optional insurance is a waste of money.

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