Enterprise Rent-A-Car
Reviews and Complaints

To whom it may concern,

On the 23rd December 2021 I collected a courtesy car from Enterprise Bedford due to another driver hitting my car.

Firstly, I wasn’t too happy with the customer service as Enterprise called me 3 separate times on different dates asking for the same information. I was also told on every occasion that someone will contact me within the week to arrange the courtesy car. This didn’t happen, until the last lady who had called me actually followed through and I was called the next day from the Bedford Branch. She also told me all the information I had provided on the other occasions wasn’t added to the system, which is probably why my time was wasted the other times.

Then, I received a call at 10:14am on the 23rd December arranging to collect the car. Considering we spoke early on in the day I was told to come at 5:30pm. I did say that I could come earlier as I didn’t want to put anyone out considering that branch closed at 6. However, the lady told me that the car needed to be sorted and cleaned for me which I understood and came at 5:30pm. Waiting for around 25 minutes I was shocked as I was told it wasn’t ready and then after a while I was told it was being cleaned. Considering they had pretty much the whole day I was a little confused. So now In December I’m sure you can understand it’s very dark outside. The car was parked on a road which at that time was busy as most places just closed and it was a few days before Christmas. It was also parked right next to the curb where there was muddy grass next to it, it being wet as it was raining me and the lady Tanisha avoided. I was then told to check the body work which I did. I was told that any damage to the car eg, scratches or dents would be accepted as long as it’s smaller than a golf ball. I wasn’t told to look around the tyres of the car. Also it being very dark outside and the car parked on a busy road I checked it as best I could.

On the 25th January, I returned the car with more fuel in the tank then asked for and it very clean as I didn’t drive it more than three journeys due. The lady checked the inside of the car the the outside and straight away went to a small cut in the tyre and said that it was damaged and that I would need to pay. My excess fee being £400 was immediately taken from my account with 0 confirmation or email explaining why. I was told by the lady, Tanisha that the car would be assessed for the damage and within 1-2 days I would get an email to say the cost of it and then the rest would be refunded. I was in complete shock and it all happened within 5 minutes. I couldn’t believe it as it was so small and it was found so instantly as if it was there prior to me collecting the car. I haven’t had any email regarding this matter. I haven’t been told the cost of the damage. I haven’t been refunded the difference. The only thing that has happened is £400 of my money has been taken. Also, as explained to many of the customer service team, I’m not working currently due to having cancer. The only time I drove this car was too the hospital which is 5 minutes away. I am stressed enough that someone decided to reverse straight into my parked car and now I’m having to deal with this as a separate issue.

I’m not happy with the way I’ve been treated. It seems like issues like this occur a lot going by the Trust Pilot reviews and now I’m extremely dissatisfied by the service with Enterprise. The fact that I was told to collect the car in pure darkness considering they had the whole day and still made me wait. The fact that Enterprise haven’t contacted me at all to solve this issue. And the fact that the lady who checked the car seemed extremely aware as to where the damage was considering it was 1cm and hard to see unless it was pointed out. In my defence the car was parked on a busy road next to a high pavement, and the cut could clearly have been hidden prior to me collecting the car. To add, there car park was empty but they decided to park the car on the road? When I dropped the car off I parked in there small car park (car park meaning the spaces in front of the office). Also, as mentioned previously due to the time of the year and my health issues the car wasn’t driven very often and remained majority of the time on my driveway.

I would appreciate a response as soon as possible and can provide images and screenshots of all of this as proof.

Kind regards,

My name is Dena Thomas and my contact info is [protected]

I rented a car from 360 W. Road location in Valley Stream NY,

the date of the rental is 12/7/2021 - 01/07/2022 approximately.

upon returning the vehicle I was told by Shauntelle that I would see a credit of 319.55 immediately, a few days went by and still no refund so I went back into the branch and Shauntelle proceeded to show me where she reversed the charges. It is now February 8th, 2020 and I have not received my deposit back and I am being charged the amount of the deposit again. Brian and Shauntel assured me I would receive my deposit, clearly they have lied. All i want is my deposit back and for the branch to stop billing me for miscellaneous charges. I also noticed on my contract there is no mention of the deposit being refunded once the car is returned. I have the invoice given to me when i dropped the car showing the amount of the refund. Please resolve this.

i can be

Called to ask what's required, since I am a debit card user.

After reservation for January 31st 2022, and I MUST stress the importantance it was for me to be at my distinction.

Told two bills in my name, driver's license and card to use.

Agent arrived to pick me up... We go over the review. My two light bills. Oh now you need to see another utility bill. I happen to have a bill among my things over thirty days old from an old address with a balance due.

So I was denied because of a balance due you saw on bill.

First and foremost, that ain't none of your business.

The balance of my bill has nothing to do with your payment of a days rental.

And for your manager to use such a ploy is dangerous.

I need a rental for the end of the month, and I'm going back.

Check yourselves.

I read in a previous review where it was taken even a step further to have the person pull up their bank account for office person to verify

The only black person.

Check yourself.

So I needed a rental, and my insurance covered it since my car was going to be fixed.

Well, when I went to enterprise they told me my insurance would cover 30$ a day up to 30 days.

Cool,

So I got the car that cost 16$ a day. I was all proud of myself for getting the cheaper car.

The guy asked me if I wanted to add insurance, that since I got the cheaper car the remainder would go to the insurance

I asked him if I would be charged out of my pocket he said no. Since I got the 16 dollar a day car I could add the insurance just in case. I said as long as it doesn’t cost me anything.

Well what a mistake that was

Cuz later I was charged aboitb300 dollars for the insurance I thought was paid for.

I would have never added it had I known they would charge my debit card

I don’t have money like that.

I cried when I saw the charges and knew it was a mistake and when I called the lady said I purchased insurance.

I told her that the guy who helped me said I wouldn’t be charged. I specifically told him as long as my insurance covers it.

He said, yes they do.

That was rent money

Now I’m totally screwed

Thanks eneterpise for Not making it clear

What’s a mess

Like many others, I had a problem with Enterprise Rent-A-Car which I could not resolve with the rental site and filed a complaint here. I was asked by a Carol H., representing Enterprise, to send my information to care@enterprise.com which I did. I never received any kind of response. I posted a follow-up and Carol H. suggested I could contact their "escalation team" with the following message word-for-word:

"Mike C., our email customer service team does their best to respond to customer concerns as quickly as possible and in the order they are received. If you still have not received a reply to your inquiry, please feel free to call our Escalations Team at [protected]. Kind regards. - Carol H."

Obviously, I cannot contact the escalation team if the contact info is "[protected]". The only thing I can conclude after this kind of "customer service" is that the last thing Enterprise cares about is the customer.

My name is Reynaldo Gavile and I work for Labcorp.

I don't remember the exact date but I recently returned a car at your branch at 3581 Stevens Creek Blvd., San Jose, CA 95117 last December, 2021. It was the first time I encountered a lady in that branch (I'm use to dealing with just guys there especially, Angelo, the Filipino guy). She was talking to a customer while me and 2 other customers waited. After about 10 mins. I politely butted in and told her that previous Enterprise staffs just tell us to leave the returned key at the front desk. After she's done with that customer she went to my returned car inspected it and I left right away.

After 2 weeks I tried to rent again at Enterprise but was told that I'm now on the "Do Not Rent" list. I thought there was something wrong like miss payments between our company but I've learned that other Labcorp couriers are able to rent cars. It seems I'm being singled out. I tried calling at [protected] but they can't help me.

Today 1/15/2022 I rented a car at the riverside pierce, macon ga and both my liability insurance coverage + my major credit card were declined without a full explanation.. A female agent rented me the car after I used another debit card and added insurance coverage.. I discovered only after I left the store about 12: 30 pm that she also did not give me the rental documents. Also when I later called my credit card company the citi agent reported that my card was adequate for the full charge of the rental and other charges but no authorization had been submitted or denied on date for these charges. Also the declaration of insurance that I submitted to the agent today show that my insurance includes coverage for accidents /with compensation for rentals.. I was treated unfairly and overcharged for services that I did not need.

The Marbella office did not refund my 300 euro deposit for 2 weeks of using the car. They, without my knowledge, made changes to my contract, added additional insurance to me, which I did not agree to! My number is 50FB7J. I'm hiring a lawyer to sue you.

Attn Chris M.,
Invoice 100400-[protected]
Contract 4SBDWS
Receive a claim for 175.00$ and the following day went up to 265.00$ which was charged to my credit card without my consent no details for how fast i was going and cannot dispute it please look into it

I was put on the do not list because of a word of mouth from a manager who said I called him a loser. I asked to see these messages. I was then told I couldn't get that information. I feel I was discriminated against because of my skin color. I will never rent from enterprise again. I only won't to see evidence of the suppose to be message. This is very unfair I was a v.I. P customer for many years

I returned my rental car over 2 weeks ago now and have yet to get my $100 deposit back and I am also missing about $100 from authorized charges on my card that were not spend on the rental. I paid the difference of about $167 but there was well over $200 in authorized charges and I have yet to see that reflected back onto my credit card. Why does this take so long?

I Rented a car from DENVER INTERNATIONAL AIRPORT (DEN) CAR RENTAL. I paid for and parked that vehicle in the Parking.com BLOCK 162 LOT located at 1514 California Street, Denver, CO 80202. I was permitted for 24 hours from 8:55 AM on 09/19/21 through 8:55 AM on 09/20/21. Approximately 2 weeks later, I was informed by Enterprise that a parking ticked was issued for the rental car on the lot cited above for the time and date of 01:10 AM on 09/20/21, well within my permitted parking. I called Enterprise and explained the issue and sent them the requested documentation and they indicated that they would refund the charge to my credit card. That never took place and they firmly stood their ground citing a non-customer-friendly section of their contract with the following wording:

"...Renter consents to the payment of all Fines, Tolls and violations by owner, its affiliates, or a third party on Renter's behalf without advance notice thereof and acknowledges that such payment may prejudice Renter's ability to contest Fines, Tolls and Violations with the applicable authority." They also went on to say that they could assess their own fee for "costs incurred" to a maximum of $25.00; and yes, Enterprise charged my the maximum allowed under our contract.

My response to that is that no "Fines, Tolls and Violations" took place which means that Enterprise violated the contract.

So thanks to Enterprise Rental and Standard Parking/Parking.com, it cost me $108.50 to park one night in downtown Denver summed up as follows:

Initial parking-$15.00; additional fee-$0.35; parking ticked-$65.00; Enterprise add-on fee-$25.00; miscellaneous additional fee-$3.15.

When something like $15.00 parking in downtown Denver sounds too good to be true, it probably is. And get yourself a cup of coffee or two and sit down and read the rental contract with Enterprise. Maybe the "prise" in Enterprise is in reference to other surprises you may find in your rental agreement.

On November 23, 2021, I rented a vehicle from your Middletown, NY location before leaving I made the rep aware of cosmetic damage to the rear of the vehicle a note was made by the rep. On November 26, 2021, I returned the vehicle to your Vestal location with a full tank of gas and the only damage was the cosmetic damage that I made aware to the rep in Middletown, NY before I left the Enterprise lot. Today I get a FedEx letter with only two pages in it I have added them below. I had to search to find the company name that sent it and found it in the small print of the 2nd page. There is no address to send the incident report form that wasn't either there back to the company in small print. There is no phone number to contact these people either. So, can you explain to me how I am to dispute this within 30 days? They sent nothing, not the vehicle or what is damaged, so I can at least send them a proper dispute. And I will be disputing this because I caused no damage to that vehicle. I have never run across such an unprofessional company and am amazed Enterprise allows this shady incomplete and ridiculous attempt of looking for a quick buck. I have always trusted Enterprise but will now think twice before even looking towards your rental counter. Rental agreement #50KPQQ.
Derek Gardner

Leila (?) was very rude, didn't even acknowledge me when I walked in but I said hello & gave her my name. After checking in, we proceeded outside & went over any damage & the mileage. Then she proceeded to start reading everything in the contract to me even when I told her I was refusing all x-tra coverage but would do the gas with Enterprise upon return & I explained again that I didn't want to miss my best friend's Memorial & would like to get on the road as it was in Lake San Marcos @ 1130.
She continued reading the contract. I told her again that I have been renting from Enterprise for probably over 20 years & never been treated like this from any Enterprise. She told me I was rude & would not be giving me my reserved rental.
I had rented it for 4-6hrs after the memorial was finished & my car was ready for pickup. I had to drive down to Miramar to take my car to my mechanic for brakes & this was the office that I've always used when I needed a car for the past several years even when they changed locations on Miramar Rd.
I followed her back into the office & gave her the info that had been asked & she said out loud that she was not going to give me a car. There were a couple of customers in the lobby including the manager. I asked if I could get a ride to the San Diego East Miramar & that did not happen either. This was appox 10:41am

Julie was my best friend & her Memorial was in less than 40 mins from that time & I was still in Miramar.
The memorial was in Lake San Marcos. I had to call Uber to pick me up & drive me.

Thank You for listening, I appreciate it. I just wanted to explain my version of this incident.

I got a replacement vehicle in Kalispell Montana, I mentioned that the AC was not working to the manager and he said he would make a note of it. He also told me to go to the next enterprise, which was in Canada, and they'll exchange it there. They wouldn't exchange it and they told me I could return it but I was under a contract with my insurance company. So I took the van to dodge to get it looked at while I had enterprise in louisiana harassing me to return it. Tried to return the van and lost my phone prior. They wouldnt take it because I didn't have the reservation number, even though I gave it to them the day before.
The van gets stolen with all my stuff in it.
Enterprise is/has charged for the missing keys (understandable) but they also are charging for the broken AC. And reviewed my claim that it was already broken and still stand firm that its my responsibility.Enterprise wouldnt let me rent from them again so I had to pay a taxi $200 to get home. I had $5-10k worth of stuff in the van as well. I would've never been in Kamloops and the vehicle would've never gotten stolen if I didn't have that man harassing me to bring the vehicle back. Which should've been between him and my insurance company. My insurance company is also not paying for my loss but paying for theirs.

I rented a car from the Bethesda, MD branch on two occasions. On the first occasion they were under staffed and provided poor service. I was an hour late for work because the car was not ready at the specified time. When I rented the car the Manager Gabe Siva was overwhelmed with customers and got upset when I mentioned they should have more staff and I was going to be late for work. When I returned the call he tried to say I smoked in it which I did not and talked very disrespectful to me. He also threatened to charge me for cleaning but this time "he was going to let me off the hook" It crossed my mind to report him but I decided he may have been having a bad day due to the lack of staffing.

The second time I rented a car he remembered me and had an angry tone with me. Again there was a line out the door and I was an hour and a half late for work because they did not provide the car at the specified time. The car he gave me had not been cleaned and had sand from the beach in it, a half eaten sandwich and orange peels. When I returned the car he again accused me of smoking in it and I made it clear that I had not. He said I will decide if you smoked in it or not. He sat in the car and made me wait for about 15 minutes, When he got out of the car he again talked terrible to me and said he was going to charge me a cleaning fee and put me on a do not rent list. He very angry and I have never been spoken to in the rude, terrible manner that he spoke to me.

After I left I called customer service to voice my concerns and was told his manager would call me back. I waited and never received a call from the manager I then called customer service several time after that always being told his manager would call me back and that never happened.

The last time I called the person I spoke with said it was in the notes that I acknowledged I smoked in the car. That is a lie I NEVER acknowledged this.
When I requested a copy of the notes she said I had to go back into that rental location and get them Why would I do that when Mr. Silva was so apparently angry both times I rented the cars and spoke to me like I was dirt.

It appears that his manager did not do his job and just took his word for what happened instead of contacting me to hear what I had to say. If Mr. Silva is treating me so disrespectful I am sure he is doing it to other customers.

No one from enterprise has ever contacted me regarding this. I even called corporate office and they did nothing.

I plan on pursuing this matter not because of the money including loss time from my job but because of the principle of the matter. I have never been spoken to in such a disrespectful manner as Mr. Silva spoke to me. I will be taking this to small claims court.

My advice is to never rent from enterprise because it's all about money for them and customer service means nothing to them.