以下是我昨天寫比Enterprise Rent A Car 公司,Waterloo Branch 的email:

Dear Mohamed,

I thought I had a telephone conversation with you on 27 July 19 regarding the cancellation on second driver of the subject rental agreement and wavier of the second driver as committed by your staff by the time I collected the vehicle on 22 July 19 at your Waterloo Branch.

I write to express my disappointment of the service and poor experience with Enterprise this time and feel your colleague handling this rental service is not competent and in certain extent dishonest.

Please see my representations below:

At about 11:00am on 22 July 19, I went to your Waterloo Branch in a view of collecting the car a little bit early following a phone call to one of the Enterprise staff (but not quite sure it is from your Branch). When we arrived, I was then informed the car was not ready and your colleague told us to finish all the document first and make provisional payment first. After making the payment, we had requested your colleague to print our the statement for our review a record then, but your colleague told me when you collected the car he would print out one for me. So we took photo from your colleague’s workstation showing the details of the rental.
At about 1:40pm on 22 July 19, I arrived the Water Branch for collection of the car, the staff handled our rental in the morning section referred us to another staff (who told me he is the Assistant Branch Manager (“hereinafter called as “ABM”)) to handle the handover of the vehicle with us. ABM told me the vehicle reserved for us was engaged in an accident and offer us another manual vehicle and indicated there was no alternative vehicle for us at the window of time. As a compromised decision, we took the manual vehicle and asked if the price would be lower for a manual vehicle. ABM told me he would waive the fee for the second driver. We inspected the vehicle and found starches and told ABM the same. ABM replied us it would be fine and chatted something else. So my friend and my son took photos on the starches and took one photo in purpose showing the starches together with me and ABM (see photo attached). ABM just asked me to sign a few signatures on his Pad without going through with me anything on the agreement and refused to print me a copy of rental agreement despite I requested. Further, I had asked to cancel the 2nd driver from 27th July onward rather than phoning up your Branch as requested by ABM.
At about 1:15pm on 27 July 19, I could not be able to reach your Branch for cancellation of the 2nd driver. So I called EDI Branch and they put me through to your Branch. However, I was then told by a gentlemen (probably you) that I shall do the cancellation at any Branch but not via phone. Eventually, the gentlemen told me it was ok given the 2nd driver would be waived anyway.
At about 1:00pm on 29 July 19, I returned the car to Edinburg Airport Branch and the lady told me I shall be liable for the starch on the fender of the LHS front wheel as nothing provided on the agreement. I then show the lady the photos we told from the Waterloo Branch and got rid of the claim. I had requested the lady not to close the contract as I would lodge a compliant to the your Branch.

Please kindly respond my queries below:
Up to today, I am still unclear what exactly the cost I shall pay for the rental. Please kindly let me know how the rental cost of the vehicle we eventually rented comparable with the vehicle we booked via the Apps then. In the Apps, we booked a auto vehicle with brand Seat Alhambra or equivalent at a total cost of GBP 430.5 for the same period.
Please advise why there is no vehicle condition/damages check when we took the vehicle? Is the procedure overlooked or deliberately overlooked for “trapping or treating” the customer or “treating” the insurance company?
Please advise why your colleague did not go through the key terms of rental for the new vehicle with us ?
Please advise what is the proper procedure for cancelling the second driver?

Your prompt reply will be appreciated. Should I not hear from you within the next 7 days, I will escalate the matter to next level without further notice.

Regards,

George Wong

所有交易非常清楚快捷