Enterprise Rent-A-Car
Reviews and Complaints

Very poor customer service, I rented a vehicle due to an accident in our family car. The insurance paid $25.00 per day and that would cover the smaller car. The outlet did not have one in that price range (they said) and charged us for a larger vehicle that exceeded the amount paid by the insurance. I am older and needed our daughter to drive (she is 37) so I called and received a very curt, rude reply from David..How old is she? David asked, and that will be $10 more per day and you have to come in to arrange this (40 mile round trip). When I protested, David just replied “I don’t make the rules” Well David and enterprise I do make my rules and rule # 1 is that I will not rent from your company ever again and will tell others about this as often s I can. By the way the book in the lobby about your great customer service needs to be removed as it is a lie!. Bob Jernigan

Seems like this is a common complaint and I'm hoping this grabs the attention of an Enterprise representative like some other posts I've seen. Long story short, I was conducting business out of state and I wasn't used to paying tolls and happened to pass (2) $.40 tolls. So, after spending countless time finding out where and how to pay these IL state tolls, I went on the Illinois Toll way website THE DAY OF THE INCIDENT and paid the whopping $.80. I have confirmation emails from the Illinois Toll way and everything. This was back in September by the way. Fast forward to beginning of January...I get this Enterprise letter stating THEY paid the tolls and THEY are going to charge me $15 as an admin fee if I don't reach them within 15 days. Here's the problem...NO ONE ANSWERS THE PHONE. The only contact info on this letter is a number that goes straight into a voicemail of some sort. Extremely disappointed with this service and I've been using Enterprise for years. I'm a very busy traveling professional and tracking down someone is the very last thing I want to do. Unless someone resolves this issue I will never be using them again and I will pass this experience along to others I come in contact with…

On October 12, 2011, our car which was parked leagally on the corner of Weddington and Sepulveda Blvd in Van Nuys, CA, was struck and damaged considerably by Rafhael Sasson of 8745 Rosewood Ave, Hollywood 90048 (Driver License #B7436848) who was driving a rented truck from Enterprise rental company in Gardena, Ca. This person (Rafhael Sasson) then sped off, but not before a witness was able to identify the truck and license plate. The white bobtail truck had the remains of a Classic Party Rental logo on the side.

After filing a claim with RIS Rental Insurance Services, Inc., they denied our claim for damages. Any reasonable person would agree that with a copy of the rental contract from the driver, together with witness information and identification of the truck, that this claim is valid. Enterprise Rental has scammed me, is responsible for damaging my car, and yet there is nothing I can do about it.

Loooong story short: After trying to force me into a huge van (mind you, I’m a student that needed a car for city-driving after my car was totaled by another driver) – the guy told me he could ‘upgrade me’ to an Impala for the trouble of having to go to another shop for a car. It was near closing time, so he had me initial a contract outside in the parking lot – in the DARK, while telling me – your options for insurance are partial or full. I told him, I already have insurance and I cannot afford to add more, but if a minimum is REQUIRED, then I have no choice.

He said, “OK, partial, that is the minimum”. AFter I get a bill for almost $400.00 for 2 weeks, I call and ask to have the charges itemized, and read the entire contract, and find that it was all optional – but no refunds here. I was on the phone with 2 managers for over an hour, and no result.

I reserved a car with Enterprise for 3 days and within hours of receiving the car it was illegally towed.Four months pregnant in the highest crime rate city in the state I was left to catch a cab to the nearest hotel. I called Enterprise immediately to inform them on the towing. As a paying customer I was not accommodated with another rental and as the Enterprise slogans says "We'll pick you up" they failed miserably at this also. After being given no options I was forced to get on a 10 hour Greyhound back to my home.Sickened by the lack of customer service I experienced I was hospitalized for stress and the health of my unborn.I contacted the corporate office in St. Louis, MO and let them hear this appalling situation they for once seemed to be to interested on resolving my problem. Now 7 days $575 later the car has just been released from the impound and I'm stuck with a $120 rental fee, $100 deposit taken from me, $400 impound fee that was 6 days overdue on behalf of Enterprise.I will continue publicly with my story until it has been properly resolved on all ends.

I rented a car and was called to come by and re-new the contract to ensure all my information was still current, I explained to the person who called all of it was the same. Today I received a called stating that if I did not return the car by tomorrow when they open I would be charged with STEALING the car!
My charges are paid in full, and I have been a long term customer yet I am totaly disrespected and accused of being a car theif. Brent said he would take out the appropriate papers and report that the car had been stolen, because the contract had no been renewed. There should be some large sign to warn customers they will be accused of being car thieves and treated like one if they deal with this particular location. I am returning the car and don't plan on going to that location again, next time I will go to Budget at the airport they have great rates and I haven't heard of them accusing their customerts of being Car Thieves! To me this is a very serious charge/accusation I am definetly not a car theif and the idea alone of being called such a thing does not sit will with me. There should be some type of notice at the business stating you are required to come back in and renew your contract every so many days or you will be considered a car theif.

Have the same problem as other renters: they will not answer the phone or return calls...on an Illinois toll fee that I paid right after I got in the wrong lane. Paid it on my iPhone, and got confirmations from both the Illinois Tollway thanking me for my payment and the payment on my Amex account. To make matters worse, the form letter was sent to me in snail mail on 12/6/11, but I did not receive it until last week. Says I only have 15 days to respond or my card will be billed. This is the worse customer service I have ever experienced; my company set up this rental. This is criminal. I will have to fight this for a while now, as no one returns my calls.

Send me the violation via email, so i can send you proof I paid this violation. Answer the phone live. Never again, unless resolved.

A few months ago i purchased a 2006 dodge stratus from enterprise car sales that i have had problems with since i drove it off the lot. From the interior lights going back and forth from bright to dim, to the car just generally riding bad.When i informed them of this they acted like it was out of their hands and told me to take it to a shop they deal with.I have been doing alot of travelling lately because of my housing situation and have surpassed the extended warranty of 12 months or 12, 000 miles but i have only had the vehicle for a few months and it only has 64, 000 miles on it and it has a serious engine problem already.The check engine light came on a couple of weeks ago and i took it to a private mechanic at my own expense but it turns out the problem is more seious then they thought.It has low compression on cylinder three and probaly needs a new head.I informed enterprise of these problems which at first they acted as if they would help me even though i went over the warranty miles because i just got the car and have been complaining to them about it almost from the start.But once the found what the problem was and how much it would take to fix it they washed their hands of the situation and me, leaving me with a four year old car with only 64, 000 miles on it that is about to break down.

On 16th of Nov my Insurance Company arranged a rental car for from Enterprise as my own car was damaged. While I took the car the representative looked at the car and marked the existing damages in the car. But she didn’t look into car by sitting low. I also didn’t know that they should look by sitting low so that they can see the bottom panel below the door. There was damage already in the car’s bottom panel below the door which she didn’t notice. When I went to return the car there was another representative and he looked into the car by sitting low and found that damage.

I did mention to him that the lady didn’t look at the car the way you are doing it. That’s how she missed it. The damage was already present and I’m not responsible for that. The damage has rust on it, so that way you know it’s done long before. I’ve the picture of the damage. I had the vehicle only for 3 days. But he didn’t agree and said since it was not mentioned in the paper you have to be responsible for that. I’m just pissed about the fact because of one employee’s fault I’m responsible for a damage that I didn’t do. The matter is still with their claims department. But one thing for sure I’m never going to rent a car from Enterprise in future.

Whoever reading this make sure you really look into car while renting it thoroughly. Normal body scratch you would be able to see, but make sure you check the lower portion of the car.

On 16the of Nov my Insurance Company arranged a rental car for from Enterprise as my own car was damaged. While I took thee car thee representative looked at thee car and marked thee existing damages in thee car. But she didn't look into car by sitting low. I also didn't know theat theey should look by sitting low so theat theey can see thee bottom panel below thee door. There was damage already in thee car's bottom panel below thee door which she didn't notice. When I went to return thee car theere was anotheer representative and he looked into thee car by sitting low and found theat damage. I did mention to him theat thee lady didn't look at thee car thee way you are doing it. That's how she missed it. The damage was already present and I’m not responsible for theat. The damage has rust on it, so theat way you know it's done long before. I've thee picture of thee damage. I had thee vehicle only for 3 days. But he didn't agree and said since it was not mentioned in the paper you have to be responsible for that.

I'm just pissed about thee fact because of one employee’s fault I'm responsible for a damage theat I didn't do. The matter is still withe theeir claims department. But one theing for sure I'm never going to rent a car from Enterprise in future.

Whoever reading theis make sure you really look into car while renting it theoroughly. Normal body scratch you would be able to see, but make sure you check thee lower portion of thee car.

On 9/26/2011 I went to Enterprise Car Rental located on Wilcrest St. Houston, TX to pick up a rental car which was authorized and paid for by Progressive (no fault of my own). I was asked by the lady manager at Enterprise why not renting a SUV since my vehicle on repair was Toyota Highlander. She said she would call Progressive and assure me there was no extra charge on my part. Today 9/30/2011 when I returned the rental Jeep Compass which I only drove for 32 miles. I was charged $43.48 for upgrading which was billed to my credit card on file. That’s totally unexpected and you can imagine how upset I was for being ripped off like this. So be very aware of this car rental company.

My car was involved in an accident on June 11 2011 as a result the other drivers insurance
company rented a car for us from Enterprise. While the insurance claim was being handled
the car was a total loss so we were paid.
I returned the Cheverlet Aveo to Enterprise, where to my surprise I was told there was hail
damage to the rental car. I asked if Andrew Barnard could point it out to me. he said no that
I should go outside and look for myself. Both me and my son went out to look and we could
not see such damage we went inside and strongly disagreed but to no avail. We have contacted
all parties involved. American Express has denied coverage because of the fact that
Liberty Mutual the other drivers insurance paid for the rental ( I only used my credit card
to secure the car not pay for it. Liberty said they are not responsible my allstate has $500
deductable we are left with no coverage.
The Fraud is that this car was not out in the hail storm it was in a covered area.
So it would be impossible for it to have sustained such damage. Also the amount they are
seeking is outrageouse $ 790.81. Something needs to be done about this kind of claim.
There is no proof of damage by them or proof of repairs. This car had many paint chips on
it when I rented it. I guy who was going over the car said it was noted. yet not repaired from
a previous incident, yet I am being charged for all repairs. where did the money go for the last
person who gave it back damaged.

Just returned from a Labor Day trip to Colorado. Service was incredible at Enterprise Car Rental but beware! It appears all the kind hearted care and a personal guide to your car is cover to disarm you into agreeing to additional charges. When we returned the rental car our bill was twice what we originally agreed to. I believe all these bodies taking renters to their car must be commissioned salesmen and adding on charges while they pretend to talk to you about your trip.

rented a card from Enterprise in the UK and when I took it back they claimed we had dented it. We had only driven about 30 miles and garaged overnight. It was impossible! They claimed $250 standard charge we thought that was the end of it but now they want another $600! We have a photograph and the reair shop says they would fix it for $100. Buyer be warned Enterprise charge for miniscule dents. Avis only charge if damage is over one inch long. So when you go to an airport note where the lines are Avis and Hertz, they like their customers!

I picked up a black Dodge Caliber from Enterprise at PHL in late July. Did a "walk around" with the employee at 11 p.m. in a dark parking lot. The car was dirty and scratches and dents were noted. This was not a new car as it had 19, 000+ miles on it.
Upon retun, the employee noted a "new" scratch on the bottom of the rear quarter panel. It was a small surface scratch. New? Who knows.
He put a $500 charge on my credit card and referred me to their "damage recovery unit". I have put the amount of this charge in dispute with my credit card company and will never deal with these scammers again. I'm sure a certain percentage of people don't fight claims like this and it's a windfall for Enterprise.

This began as a vacation... We rented a car from the charleston, sc airport location. We were given the second-to-last car in the lot - an unprotected lot without fences or staff to check cars/papers when leaving. We had the car for one week and were planning on returning it to the charleston airport until our flight was canceled the night before departure due to impending weather. We managed to get a flight out of myrtle beach instead. We called the 800# for enterprise customer service and they stated that we can return the car to myrtle beach airport location for a $40 fee. We dropped off the car at 7:45 in the am at myrtle beach - it actually stated so on the receipt. The car was fine. The enterprise employee outside scanned the car and gave us a receipt – the receipt was incorrect so we walked inside to the counter and corrected the error. All set. End of story? We thought so. Over two weeks later we received a letter in the mail from enterprise stating that "our damage recovery unit has received notification of damage or loss" to our rental. It asked for a credit card or insurance information. That was it - no description of this "damage.”
We began two hours of calling different numbers in order to find out what was going on - it was 4pm. The first time we called the dru (Damage recovery unit) we got their voicemail - and left a message asking for an immediate phone call back. We then called the myrtle beach location where we returned the car in order to find out more about this “damage.” no answer but left a voice mail. We also called the 800# customer service and asked for more information about what this damage was. They didn’t know but they offered to transfer us to someone who could help. The customer service rep transferred us to roadside assistance - obviously they couldn't help us. We called dru again and got an employee who looked up the dru claim number but said there was no one there to help - it was around 5pm now - we told her we wanted a call back and she barked"ok" and hung up on us. We called the charleston location and they answered the phone. We asked for more information on the damage. They said that the damage was phoned into them from the myrtle beach location at 7:30am the day we returned it. So the damage report was issued 15 minutes before we returned the car. Interesting. Charleston said to call myrtle beach to find out what the damage was. We called myrtle beach back and got voicemail over and over – we had already left a message earlier. So we waited and they called back around 5:45pm. Myrtle beach said they remember us dropping off the car but that they lost the damage paperwork and gave us another number to call for the dru department. We called that number but got the same department. An enterprise employee answered the phone and said they are closed – it was almost 6pm. She said to call back between 8am and 6pm. We again said we wanted a call back and she said to call instead tomorrow. (Guess she had a hot date.)
We called the dru department and finally spoke to a nice employee who said that the damage was a nick in the windshield. We stated that we didn’t see any damage nor did we incur any damage. We also said that when we picked up the car in charleston that it was in an unsecured lot without an attendant checking vehicles and when we returned it to myrtle beach the employee did not do a walk around. We stated that it was very aggravating to receive a vague letter that didn’t explain any details and only asked for either credit card or insurance information. The employee said she would take care of it an understood our concerns and that it would take about 30 days to finalize. Unfortunately for enterprise we had already decided the night before to never rent from enterprise again. Rude dru employees, vague and accusatory letters, missing paperwork and unsecure practices reinforces our decision not to rent from them again.