Complaint Review: GEICO Corporate Office - Chevy Chase Maryland

1.   02/18/22 – I took my car to have it evaluated/serviced at Capital Auto Shop (3156 Spring Street, Fairfax, VA) after being in a hit and run.  Enterprise (YQL013) provided me with an electric vehicle. Enterprise told me “it will take a couple of hours for the car to charge and you can make it to Richmond and back” without needing to recharge.

2.   02/19/22 – Driving back from Richmond, I discovered that the car needed charging in Fredericksburg/Spotsylvania, VA.  I took the vehicle to several charge stations but the car kept displaying that it will take over 9 hours to charge.  I was confused because I was told “it will take a couple of hours for it to charge and you can make it to Richmond and back.”    

3.   The car indicator displayed that I had 16 miles to drive but the car stopped.  After waiting a few minutes the car started and I made it to a charge station at GIANT grocery store on Courthouse Road.

4.   I had someone stop charging to allow me charge.  Nothing happened when I plugged in.  I called 540-891-2200 and Enterprise told me: 

a.   A tow company is going to tow your rental. 

b.   An Uber will pick you up and take you to the nearest Enterprise to give you another car.

c.   The nearest Enterprise is National Airport location.

d.   You don’t have to do or remember anything because your record is being updated.

5.   After 30 minutes I called Enterprise back to question the coordination/timing between the towing company and the Uber driver.   Enterprise told me: 

a.   The towing company calls the Uber.

b.   Don’t worry we have handled it.

6.   Richard from JKJ Towing (252-673-6606) called moments later to tell me that he is 45 minutes away.  I ask him when will he call the Uber.  Richard told me that he does not call the Uber but AAA might because that is who called his company to tow the car.  He checks with AAA and tells me they don’t call Uber either.

7.   I immediately call Enterprise back to only be placed on hold for over 40 minutes.  Richard arrives and I tell him that I just can’t be left outside in the cold with my belongings.  Richard offers and I accept his invitation to sit in the cab of his tow truck.

8.   I am still on hold with Enterprise when he finishes loading the car.  I ask him to call Enterprise as well to see if he can get through.  Now we are both on hold.

9.   Richard was with me more than 30 minutes and certainly he has a job to do that does not include “babysitting” me as we both hold for someone to answer at Enterprise.  I made some phone calls to secure a ride, warmth and shelter so Richard could leave. 

10.  When I get to settled, I called GEICO and shared the sequence of events.  Kayle took all the information and apologized.  After placing me on hold, she told me that she called Enterprise at National Airport and spoke to the manager and reserved a car for me.  She told me the only thing I would have to do is give the manager my name and telephone number.  I requested the reservation and she told me #3664363.  Kayle then sends me an Uber link.

11. The Uber ride with Muhammad was uneventful until we got to National Airport.  Muhammad nor I see any signage that indicates “Car Rental” or “Car Pickup” for all signage says “Return Car Rental.”  I tell him that I have no clue where to go either but I help him.  Then Muhammad starts sighing and blowing as he drives.  After 10 minutes of him doing so, I asked him to stop because that behavior was not welcoming.  I furthered shared that he is on the clock working/getting paid.  I assured him that I was on the phone trying to sort it out. 

12. When I arrive at Enterprise and provide #3664363, Enterprise had no idea what I was talking about including the manager.  I called GEICO yet again to sort through all this.  I am finally provided a huge truck because that is all that is available.

13. Please note that I was hired to officiate a funeral on Saturday and was unable to do so.

14. I seek more than the robotic obligatory “I am sorry . . . we are going to look into this” rhetoric. 

a.   As a paying customer who followed every step provided by GEICO or its provider – what did I do wrong/what should I have done differently?

b.   How is GEICO going to compensate me for an incident that started approximately at 1:00pm and did not end until approximately 8:00pm – and I had to provide the leadership that resolved this fiasco?