HotWire sent me a customer satisfaction survey...
I thought I'd share my reply here so that enterprise and anyone else
interested could find it:
Parking lot guy (Patrick R.) clearly tried to scam me and almost succeeded. Repeatedly he lied to me (at pickup time and then later on the phone). When in doubt I reached to another person on the phone (Vicky) my fears were confirmed, and a charge reversal was promised.
Basically he took advantage of the fact that the rental was prepaid through hotwire to charge me more. He ambiguously used sentences like "All you'll have to pay is... Great deal" but lied when I asked him if it was additional charges.
At return time, the same guy jumped on us. Bullying and trying to find damages on the car. I'd have appreciated if another rep had taken care of us then. When confronted about the scam, he excused himself for the "misunderstanding" with a snarky smile.
Thanksfully, after much computer fiddling, the charges were cancelled. We had to wait and have the entire family and luggages unloaded from one shuttle, but we had time before our flight so it worked out.
It was my first time with enterprise and probably the last. And probably with hotwire too, since with this broker you don't know with which company I'll end up renting from.
I want to think that this is this one guy that ruins it all and that this scam practice is not encouraged by Enterprise corporation. Maybe I've been unlucky and too credulous for once (After a long flight, I wasn't fresh enough to realize that it was to too good deal to be true! I became, suspicious next morning).
