“We’re committed to resolving any issues promptly and take all customer concerns seriously, investigating each one thoroughly,” wrote Danielle Stuart, an Enterprise spokeswoman, adding that a third-party supplier that cleans and refuels the company’s vehicles had failed to note that the car did not have a full tank when you picked it up. That’s why you were mistakenly charged.
It was an obvious injustice, and I’m happy I could help. But after re-examining your documentation and speaking with an expert, I think you might have resolved the issue without me, if you hadn’t shifted your tactics to a credit card dispute.
Here’s how: Your original emailed complaint to Enterprise, just two sentences long, said only that you thought you had been incorrectly taxed. You did not bring up the gas charge, because (as you later told me) you had not noticed it yet. But because the real issue was the gas, not the tax, your complaint was inaccurate, and Enterprise rightly rejected it.
Then, when Enterprise did not return your money, you went straight to American Express and filed a dispute — also known as a chargeback. Amex denied your first chargeback request. You then noticed the gas charge, and filed another dispute, asking for about $160 back. This time you cited both the extra gas charge and the taxes, and again the amount was incorrect. Importantly, you did not go back to Enterprise between disputes.
You told me in a follow-up email that you no longer have the complaints since the process was done within the American Express website and is no longer accessible to you. Fair enough. Let’s assume you made a solid argument and included the time-stamped, before-and-after fuel gauge photos, and thus should have received at least the $131 back.