While our car was being repaired, our auto insurance, USAA, set up a reservation with Enterprise Woodbridge Car Rental. On Jan 26, an employee called me to find out when I would need the rental and what kind of vehicle I wanted. I requested a standard size sedan for Jan 29. After dropping off our car for repairs we find out that the Woodbridge Enterprise location did not have the vehicle class we requested and instead gave us a large SUV. In my experience, when this has happened before, I would be charged for the reserved vehicle class rate, in this case $26.75 for standard but I was charged $56.75. I brought this up immediately and spoke with the manager. His initial response was that I shouldn't be worried because my insurance was paying for it not me. I explained that my insurance only covers up to $600 regardless of vehicle class and that I did not know how long the repair would take. I requested the standard size in the event that the repairs would take longer than expected to minimize any costs over my $600 coverage limit. The manager then implied that if the charges did reach that limit, that he could adjust the rates after the fact. I asked if he could call me when they got a standard size in, so I could switch. He refused to do this and asked me to call daily and check to see what they had. After 3 days we were able to get a mid-sized SUV at $41.75, better but still not what we originally requested and more expensive. And after about a week, we got a call to notify us that our bill was going to over our $600 limit. When I brought up the manager's offer to work with us to keep it under the limit, their response was to put us in an itermediate class sedan even smaller than our original standard request. Now as of today Feb 14, we are over the limit in a situation I tried to avoid from the beginning due to the unknown nature of our personal car's repairs. The manager who said he would adjust the rates now says that he can not.
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