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My dearest readers, please allow me to set the tone, the atmosphere and entire situation and I would love to hear your input. As we await Enterprise Rent-A-Car in Tulsa, Okla. to rectify and fix this situation and make right a wrong doing. That could very possibly be reported to the police as not only trespassing but theft as well. Perhaps even insurance companies battling it out over a single managers poor decisions and lack of actions. Please continue to read as my Aunt and Uncle’s story unfolds below and they have been violated of their property while Enterprise’s property was insured twice.
A few weeks back I received a phone call from my Aunt. She was so, very upset. Her 82 year old Mother had to undergo emergency open heart surgery as some of her veins were 100% blocked. She remained in ICU as Dr.’s worked tirelessly to get an opening in the operating room. Her Mother lives in Louisiana and my Aunt and Uncle live in Oklahoma. There was absolutely not enough time for them to make the drive to be with her Mom and her family during this scary operation.
I’m very happy to let you all know that her Mother is doing well now. However on Thursday, October 23rd, she rented a car from Enterprise Rent-A Car, drove from Oklahoma to Missouri to meet her brother to leave out together to go be with their mother on a very rare occasion, all of the siblings with their Mom at once. It’s been many years since they have been able to enjoy such an occasion.
They were having a beautiful time! Creating memories. And realistically, it could very well be their last visit with their Mother as time and years takes it’s toll on our bodies.
Today is always a gift, tomorrow is never a promise.
Monday, October 27th their trip and memories were slashed by not only a thief but by Enterprise Rent-A-Car. She, hereafter known as Aunt Sarah received a call from Enterprise and was asked if she had sent someone to change her tires on her vehicle. You see, that’s where her car was parked, in a handicapped space on Enterprise’s property, behind a fence and supposedly locked gates.
Now she’s in Louisiana why in the world would she send someone to change her tires but not just to change her tires but to leave the ENTIRE front end of her car on cement blocks. Wouldn’t it make sense that if someone changed her tires they would 1) do so during business hours, 2) Enterprise be notified that someone was going to change the tires during business hours ON THEIR PROPERTY … really I could on and on with the stupidity here. She of course told Enterprise that no one was sent to change her tires.
She had to leave her Mom who hung onto her arm and begged her to wait, for just one more hug as she had to leave early to return to Oklahoma where her tires and rims were ripped off her car at the Enterprise Rent-A-Car location!
She spoke with everyone she could possibly imagine! The manager, Jesse Gant that is over the Tulsa, Oklahoma Enterprise rental locations told her, “If there was a hail storm and there was hail damage to your car we wouldn’t be responsible for your car”, to which she replied, “I wouldn’t expect you to be responsible for hail damage”. — Does anyone else see anything wrong with Jesse Gant’s comment about a hail storm, cause there was NO hail storm.
To which *I* say, are you serious? Are you kidding me right now. Is this a sick joke? A hail storm is obviously under insurance considered an “act of God”, her own insurance would cover that because as a smart consumer she carries full coverage insurance on her vehicle. Yet she left her vehicle with the understanding that her car was being monitored with security since there is a fence and locking gate! Having your front tires and rims taken off your car is NOT even remotely considered a “hail storm”.
Dear Jesse Gant, can you explain that to us once again. As Enterprise sports this motto:
At Enterprise Rent-A-Car, we are committed to taking care of our customers, our employees and the communities we serve. We call it “The Enterprise Way.”
What a lovely sentiment.
So now, here we are my Aunt’s car stuck with no tires still on their (Enterprise’s) property, as we pray no more theft occurs while she has to wait to pay out of HER OWN POCKET for new tires and rims! Which hers were just purchased on June 4th of this year. She has those receipts, another smart consumer move.
Please, take note of the close proximity of my Aunt and Uncle’s vehicle to the Enterprise Rent-A-Car office! Click the photo to enlarge.
What makes me more furious? That Enterprise cut her visit with her Mother short? That her Mom cried? That my Aunt cried? That my Uncle who had a massive stroke near the brain stem had to watch his wife cry as she picked up her hubcaps and put them in their car as he stared at their vehicle in the handicapped space with blocks under both front tires? As his wife had to take photos so that their tire guy could line up holes and sizes to get tires on their vehicle. I’m not sure which part of this pisses me off the most!
Am I more furious that thanks to this ordeal and lack of concern of Jesse Gant, Tulsa area manager that we won’t get to see my Aunt and Uncle?
This is what I do consider elderly abuse! Perhaps discrimination of the handicapped? What exactly is this? Other than an obvious crock of crap!
To get attention to this matter we had to resort to social media and I contacted Enterprise Rent-A-Car on Facebook. I did get a reply and the social media team is expeditiously sending the information along to the Regional Vice President’s office for their Tulsa, Oklahoma operations and ask that a corporate manager get in touch with us.
To which I have now spotted another post on Enterprise’s Facebook page. Screenshot:
Why do I say us? Because when my Aunt called me crying,that is when I turned to Social Media, they have been through ENOUGH! My Aunt and Uncle want me on the phone with them per her decision, via conference call as they can’t handle anymore emotional distress or as I say another load o’ shit.
Outraged is an understatement for this niece, this blogger and this woman who remains loyal to herself at all times.
Readers, do tell. What do you think Enterprise Rent-A-Car should do to fix this situation for my elderly Aunt and Uncle. Please, take a good look at the photos. I’ll be posting more actual photos tomorrow. As we continue communications with Enterprise, I will update our readers with more information.
Feel free to Tweet Enterprise Rent-A-Car with YOUR own thoughts and opinions of this situation.
@Enterprise and @EnterpriseCares
Will it be “The Enterprise Way”?
To be continued …
Wow, that is just ridiculous. I can’t believe they actually asked her if she had someone change the tires as if they had no idea that they had been stolen. They should replace the stolen parts and refund the entire rental amount at the very least!
I can’t believe that enterprise would allow something like this to happen on their property. This is absolutely disgusting that a major company like that doesn’t provide better security. The way they’re handling this is absolutely wrong.
Was there no written policy regarding customers leaving their car in the lot? Did they tell her that her car would be safe there? Did you request surveillance video? A lawyer could tell you if you have a case.
It’s certainly not elder abuse (unless you can prove the thief targeted your aunt because of her age, or that the rental co. was legally responsible AND refused to pay damages because of age) — be careful saying that because some companies sue for false comments like that (just because someone’s old doesn’t automatically make negative experience or crimes against them elder abuse).
You’d think from a PR standpoint they’d cover the losses even if they in fact have no legal responsibility. Informing your aunt of the removed tires may be all they were legally responsible to do, if that — and they could not forcibly cut your aunt’s trip short.
Still wondering why your aunt left her mom instead of just calling police to make a report — after the tires are already stolen, what’s the point of returning? Did she call her insurance company to have them tell her that if she didn’t move the car and something else happened that she would not be insured (because she didn’t act responsibly to decrease chances of theft or vandalism — if insurance companies are even allowed to do that)? Emotionally-charged events can lead us to do things we otherwise wouldn’t.
Hope she gets an apology for any less than sympathetic comments from the manager. Would be nice if they paid for the stolen parts even if they legally don’t need to: sometimes these crimes are inside jobs (buddy working for the company tips off someone else, etc.) so I would not take the chance renting from there knowing it could happen to me, but the company wouldn’t pay for my losses.
Call the BBB to make a complaint; call any newspaper or news channel that might report on it (“what happens if you leave your car in a rental company’s lot…”). The rental company will likely want good PR and pay for the tires and rims. Sorry you aunt was robbed, esp. because of the timing.
I’m so tired of companies putting flunkies in management positions. I don’t care what his education in he’s not brightest crayon in the box. This is what gives customer service a bad name.
I’m so sorry for your aunt and the fact that she got a brain dead manager.
— and they could not forcibly cut your aunt’s trip short.
Yes, because she had to return to file reports. They did not do so. They did NOT clarify their responsibilities of protecting her property, however their property is STILL being protected.
From any standpoint this situation is WRONG. Many times the elderly don’t know to outright ASK, are mislead and end up in situations like this.
Becoming the victim and blaming the victim. It’s a disgusting act. I’m remaining optimistic as we still wait for their promised phone call.
I’m not sure exactly what it is that you feel Enterprise did to your Aunt. Did enterprise steal her wheels? Did Enterprise invite someone to come and steal her wheels? Please look at it another way. Every year innocent shoppers have their vehicles broken into while parked at a mall. *gasp* It even happens at Christmas time. Can you believe someone would steal at Christmas time? Would you go on Facebook and accuse the mall of stealing your stuff? Demand the store at which you were shopping solve the issue? No, you wouldn’t.
I’m sorry, but things happen. Its unfortunate. That’s why your aunt has, as you said, full coverage. To protect her from incidents that are beyond her control.
What I am offended by are your accusations of “elderly discrimination.” Do you think the response to anyone of a different age would have been any different? I think that hailstorm analogy is perfect. The manager wasn’t saying that something being removed from the car is a hail storm. He was saying that something happening is beyond their control. You said that they have a fenced lot. Some people are capable of climbing fences.
Please don’t mistake my comments as a disregard for the unfortunate event that happened to your aunt. I fell for her. I can imagine how upset I would be if that were my car. I simply don’t believe that you handled this very well. Your headline for this article is misleading, and I believe that anyone who can look at a situation with logic and reasoning will be able to see both sides of the situation and where responsibility lies.
I’m sure your situation will work itself out. I’m sure enterprise will cover the expense. I just hope that you write another article about how generous Enterprise for covering the tires for you when they have no obligation to do so. I hope you mention that there really was no age discrimination. I hope you’re actually brave enough to post logically written and well thought out reply even though it disagrees with most of what you wrote.
Very interesting timing “Former Okie”. As we have discussed this with Enterprise after having the difficulty of going the route of my blogging and social media got the attention of upper management.
The subject drew attention. You read it didn’t you?
After a few phone calls the situation has been resolved, however my update (as mentioned in my above post reads “to be continued”) will follow when my Aunt safely picks up her repaired vehicle.
A younger couple in this day and age would have made much more of a fuss. Hell, I did. And I’m here to tell you now that I would do the same for a stranger if I were to witness such an incident.
My Aunt and Uncle were misled. The lot is fenced, with either barbed or razor wire on the top.
Duped. Why duped? Because the gates are not locked. There is no security, cameras or monitoring. Which makes me wonder why the hell the company doesn’t make a wise investment. But that’s besides the point.
Your lack of compassion goes directly hand in hand with the Tulsa area manager who also lacked compassion and customer service skills. They/he should have already taken the steps to get someone at higher level to deal with the situation.
I’m also a former Okie and not to be offensive, and apologies given now but that sort of lack of compassion and outlook is exactly why I now prefer a yard full of chickens over people any day. I wish you and yours all the best.
P.S. I’m plenty brave, I hope you’ll be following when new photos and thanks are given to Enterprise.
And do tell, why would you choose to use a fake email to post?
Ohhhh, I’m going on a guess that either we know who you are or you’re just being a wise ass. lol
You don’t know who I am, and I can assure you I’m not “being a wise ass.” I am simply looking at the situation from both sides. Unfortunate events happen. I don’t believe I showed a lack of compassion. I understand where you’re Aunt is coming from. I understand her frustration. It is terrible how criminals have a complete disregard for the belongings of others, but that’s just it. Criminals took your Aunt’s wheels and tires. Enterprise did not.
As I said, I use Enterprise for business travel. I have had the chance to rent from many different locations around the country. I have been able to meet a number of their employees. They have all been top notch individuals.
My wife is a blogger herself, and she is the one who stumbled upon your article. She pointed this out to me because she thought I would be interested. I am following along, and I will be watching for your update.
As to why I didn’t use my real email? Your headline scares me. I don’t need an email to my company with a similar subject line. I’m not saying that you would do that, but I’m protecting myself. As my wife said, “bloggers have a power and carry weight behind the words that they write. Some use it for good, and some don’t.” You’re jump to an accusation of “age discrimination” falls into the “don’t” category. That’s just my opinion. I’m allowed to have it. The same way you’re allowed to have yours.
Boy I gotta’ say that your opinion sucks. I’m afraid you really haven’t been here much, nor has your wife or you would both be very well aware that the situation will be update.
Here’s another opinion.
” I understand her frustration. It is terrible how criminals have a complete disregard for the belongings of others, but that’s just it. ”
Folks like you are one of the many reasons that people SUCK ASS. No regard for another person. You’re a wuss.
People should stand up for other people. The people at that location that she originally dealt with shouldn’t have been a wuss.
People that comment such as you have, well frankly can kiss my country ass. It seriously makes me mad.
Just out of curiosity, are you a member of the neighborhood watch team in your community? I hope not, cause they’re all screwed if you are.
How can you lack such empathy? Oh well, they got ripped off but tough luck? Are you serious right now?
Why does your comment/opinion irritate me so much? Here’s why. People aren’t people anymore. They stand by and would watch a neighbor go hungry simply because they lack EMPATHY.
Just as you said, “… but that’s just it.”
Pft, you’re lack of caring for other humans give me a hefty impression that you are a wuss.
Yup. I guess you’re right. I have a disregard for other people. I guess that’s why I donate a portion of my personal income every year to charity. I guess that’s why every year my family sponsers 1-2 families at domestic violence shelters at Christmas time who have a wish list. I guess that’s why I volunteer in my community and my kids’ school. I don’t care about others. I guess I shouldn’t mention when I buy lunch for the homeless guy I see downtown on a regular basis. Don’t care about him.
I’m not doing this to toot my own horn. I don’t tell people I do these things; go around bragging about it. I’m telling you because obviously you have some preconceived notions about me because I can think with reason and logic. I’m sorry I don’t let my emotions get the best of me.
As appealing as your offer to “kiss your country ass” is, I believe I will decline. That doesn’t sound very sanitary. Kudus to you though for resorting to name calling. Very grown up. I see why you call yourself the redneck witch. At least you’re honest about that. Have a happy Halloween!
So your aunts tires got hijacked on a property that probably has “we are not responsible for any property left on grounds”, not companies fault…shit happens, could have happened right in her driveway. Who would have been responsible then? The ghost of Christmas past?
No dude the company’s insurance is responsible. It sounds like your hit and run anonymous comment from your cell phone in Virginia didn’t hide you well enough. The problem is it didn’t happen in HER Neighborhood, it happened in their secure parking lot. Smoke a lil more darling, you’re killing those brain cells softly.
Oh wow , you know I live in va
I’m so scared, if a delusional, irrational, obese red neck bitch knowing where I live *sarcasm*. Go take your claim to court and see how far it goes! Maybe if you would have used all this energy you have to fight with strangers online; you could have made sure your elderly aunt was asking the right questions before leaving her personal property on an unsecured lot.
Ps: I don’t do drugs, I’m an educated person. You’re just an adult who has yet learned to communicate properly!
Wow! That’s horrible! I think that they definitely should offer a free rental at the least!
I am deeply sadden by the rental company actions