Enterprise Rent-A-Car
Reviews and Complaints

Agreement 2ZR1NW. I was charged for the insurance, which I didn't need, without explanation when I picked up the car. After my trip, I explained the issue and to their credit, they removed the charge but added an additional driver charge which I did not ask for or need. My wife's was the only other license on the rental and Enterprise says they do not charge this $15 fee for spouses. I called and complained and was told it was sent to the "accounting department" to fix the problem. It has been 2 weeks and the charge has not been removed.

I have been a regular customer of Enterprise for several years. On September 30, 2020 I rented a car in Durango and did some minor damage to the rear bumper. I notified Enterprise, they sent me an invoice which was reasonable, and I paid it. Done, right? Six months later they send me an invoice stating there was additional damage. The invoice they sent was illegible and from a tire company. The damage I did was body damage from backing into a rock. I requested information on how many times the car had been rented in the past six months, and how many miles it had been driven, and so far they have refused to provide any information. They have not provided any evidence that this so-called "additional damage" was done by me or exactly what the damage is. My insurance company informs me that the car HAS been rented several times since I used it. In short, they are trying to stick me with a claim for damage that may very well be done by someone else. I am awaiting the outcome, and am preparing to file a complaint with the Colorado Attorney General's Office. The claim number is [protected]. These people are crooks, do not rent from them!

I rented a car from enterprise rent a car and when I returned it they said they would process the refund of the deposit. It has been 21 days and I am still waiting on my refund. I have called 4 times and every time they say they processed it and it is my banks problem now. I have my bank statements showing I was never refunded. So I'm trying to figure out where my $250 is. And why I keep getting the run around with no answer to my question

On 04/02/2021 I made reservation for a midsize car at 11803 Memorial Parkway, Huntsville, Alabama, to be picked up on 04/08/2021 and returned 04/12/2021. (Reservation #2YX5X9). I currently have no car and I needed to take my mother to her doctor's appointment on 04/09/2021. When I got to the office, I was told they did not have any midsize cars and the only thing left was a mini-van. I told the employee that my mother was 90 years old and uses a walker and there was no way she could get into a van. I was told I could take the van and call in about 1 or 2 hours to see if anything had been returned. While all of this was going on, fortunately, someone returned a Camry. The employee said I could have that car but they needed to clean it. When they brought the car up front and I was getting ready to leave, I noticed that it was NOT SANITIZED AND WREAKED OF SMOKE and I had to pay $300 for this. There was nothing I could do as I needed this car to get my mother to the doctor. This is the second time something like this has happened--I make reservation and there is no car available. Enterprise claims it is because of COVID they do not have enough vehicles--yet they continue to take reservations for vehicle they know they do not have! This is appalling service and I would like to be compensated for this. Enterprise's website has a whole page of how they sanitize. This is not the case at this location. In January this happened to me and I had to travel 1000 miles in a large SUV that was very uncomfortable and WAS NOT SANITIZED! I am filing a complaint with the Better Business Bureau and whoever else I need to so that this does not happen again.

Subject: Prior Rental Billing Issues 55PQ - PENSACOLA
Language Preference: English (United States)
Brand: ALAMO
Select a Rental Location: 55PQ
Topic: Prior Rental Billing Issues
First Name: Heather
Last Name: Thomas
Phone Number: [protected]
Email Address: [protected]@gmail.com
Confirmation Number or Rental Agreement Number: [protected]
Loyalty Number :
Comments: I rented a Toyota Highlander on 11/26/20 through 12/2/20. My original reservation was for 11/25/20 through 11/28/20 for $132.48 with extra day being $30.48. I called to make sure they had the vehicle available for my reservation before going, since it's an hour drive there and just a couple days before I made a reservation and when I arrived at the airport there were no vehicles for my reservation. So, I didn't want another replay of that. Now upon my arrival on 11/25/20 there was nobody even there. So, this is the second time I have drive to the airport with a car rental reservation and left without one. I then called and changed the reservation once again for the next day which is a bum deal because this means Thanksgiving is ruined with my folks. So on 11/26/20 I finally rent a Toyota Highlander and was suppose to be for the exact same rate as my first reservation seeing as it was no fault of mine the first ones didn't work. What a pain this has been. I don't know what the guy behind the counter did, but it some how came to $685.27 from $608.22 on 12/4/20 and $77.05 on 12/2/20. I talked to the guy and girl behind the counter the day I returned it and he was suppose to adjust the price and take off $77 and then have a manager call about the rest. Not only has a manager not called but it was not adjusted it was added. This seems to be a recurring problem with Alamo customer service lately, when I have always bragged about them before. I have a rather large network of clients and friends that I influence in their decision making when traveling. Alamo has always been the company I preferred over the others due to customer service. I would rather stick with Alamo then have to look else where for all traveling needs but, will not if this keeps happening. This bill need to be addressed now. I have yet to receive a call or any credits.

On March 13th I booked a reservation for my boss serval months back and everything was good until the day he went to pick up. We rented serval vans form him and his family to go on a trip. Well they called him emailed and told him everything was good to go charged his card had him waiting for hours and still had no van or vehicle for him this was the day of his trip they only provided him with a Chevy Tahoe . No apologies not anything this trip was ruined by people who didn't care that they affect other people's plans. Not ok at we received a call from someone and returned it left serval voicemails and no response. Maybe this will reach someone who cares because so far nothing has been done. If you could please reach me at [protected] my name is Jacquelyn I'm Samir Bakdounes assistant, or reach him at [protected]. Thank you

On 3/2/21 i rented a car from 2150 S State Rd7 it was a 2021 red Toyota Camry they didn't put the kind of car it was i took video's of the car before i left while the saleman was doing a walk around with me no damage and when i brought it back with no damage and i took pictures when i took the car back at they location and that salesman did a walkaround and told me i was getting my 300 deposit back but i recieve a reciept like enterprise was trying to do a fake claim in my name and i was at enterprise when they rented that same car i return to another customer and i saw her drove off in the car. I never received that type of receipt all the years i rented from Enterprise because it says bill to with my name it has the vin number on it doesn't have the last 4 numbers of my credit card. and it says i was getting zero money back and i t says remit this porton at the bottom to enterprise Leasing company i never lease a car from Enterprise only rented and the longest i ever rented was in 2017 was a week my last car i purchased was on 2/14/2014 a red 2013 Toyota Corolla from South Dade Toyota of Homestead in Homestead, fl but in got totaled from my car accident on 6/27/2020 and. i have Gap Coverage from Toyota and the lien holder is SantanderConsumer usa. anit nobody doing a fake claim in my name and when i called and ask about that fake document they was trying to explain i called the Customer care and let them know and they wanted me to do a review on Google or Facebook because they didn't like my last complaint. I told customer care i cant do any postive review i rented in the last three months and each time i had to make a negative review and then they decided to give me a different receipt showing the last 4 of my credit card and with my deposit

I was recently in a car accident and needed to rent a vehicle. I rented a car from Enterprise for 15 days starting January 17, 2021 and signed an agreement to pay $430.72 including taxes and fees. I was charged a deposit of $630 and was told that I would be refunded $530 once my insurance company approved my claim. The remaining $100 would be held until I returned the car in case there were any unexpected charges for fuel, etc. And, it would be refunded after I returned the car. First, the deposit was not returned to me as described. I had to call Enterprise to request the refund on 3 separate occasions, and each time I was assured the refund would be processed only to find a coupled of days later, that only a partial refund had been credited to my bank account. This is already an issue but not the reason fro my complaint.

I subsequently extended my rental for 2 additional weeks and 2 days, so a total of 30 days. When I dropped off the car, the girl who checked me out told me the total cost of my rental was $880. She actually showed me the total on her handheld tablet. She told me that would be covered by my insurance since my rental car benefit is $900, and that the balance of my deposit would be refunded in a couple of days. That was Monday, February 15th. On Friday, February 18th, I still had not received the balance of my deposit. I called in again and was told that my claim had been approved, my insurance would pay for the rental and I should see the balance which was $153.06 in my account in a couple of days. I waited until Wednesday, February 24th and still no money. I once again called in to find out what happened to my refund. This time I was told that the total cost of my rental was $1053.06 and that the $153.06 went to pay the difference from the $900 my insurance company paid. I asked why and was told that it was taxes and that daily rate for the car was higher than what the $30 my insurance had paid.

This didn't make any sense to me. The agreement I signed for the first 15 days was $430.72 all in. The 30 day rental should have cost $861.44. The girl I turned the car into told me the total was $880. My insurance company paid $900 and I was charged an additional $153 out of my deposit?

I called in again this morning and the manager I talked to, Anthony Martin, said that because this was an insurance rental, I was charged the negotiated rate which is higher than the rate I would have paid if I had paid for it myself. That is not only ridiculous, it is an unfair and deceptive business practice

I am the sole provider with a family of 5, a diabetic wife, no health insurance and an autistic child. When I made the reservation, I specifically selected a vehicle that would not exceed what my insurance company would pay, including taxes, etc. because I did not want to pay anything out of pocket. I simply cannot afford it.

I bet Enterprise does this to lots of people but I am not the guy who will simply go away about this. I'm sure you can tell by my writing that I am smart and articulate. I am also very determined and resourceful. I live in California where jurors are happy to levy punitive damages against big corporations who screw the little guy. Please do the right thing and give me back my money.

I rented a car on 2/11/21 to 2/12/21 location 8395 pines blvd i only had the car 10 mintues drove straight to get gas notice the tag took the car back i ask the sales lady did she emailed me my receipt she said yes made sure she had the correct email and i told her yes but never received my receipt via email they wanted the police to stop me the manger told me its updated in the system any police caught me driving that car with a expired tag all the police would have gone by that expired tag and i wouldn't had no documents to show i just rented that car because she never sent it im a loyal customer of enterprise over 20 yrs this the second incident with this company in the past two months because i also rented from them in December of 2020 i made reservation online and thats not the car i reserve. so i ask the salesman. was that includes taxes because i know the price looked wrong he said yes and said i have you a nice car. charge me for a car i didnt want them wanted to give me a car Hyundai Elantra.knowing that something was wrong with the tire so i still wind up getting the 2021 Toyota Camry that my card was charge and it didnt have but a tip of gas and the salesman had the nerve to say he know about the gas but he appreciate if i bring it back on a half a tank i had to go straight to the gas station that location is 2150 state road7 in Hollywood fl i. called the Corp office reported both incidents and that sales lady from the first incident needs to be suspended because if i was stop you best believe i would've sued enterprise so this is a PSA renters make sure you check those tags and get your reciept before you leave i know that was done on purpose that same lady was their when i return the truck and didnt even apologized. thats how i know it was done on purpose. she knew what she did and her coworker was talking to me instead of her to try and make things right said the next time i rent i could get a upgrade if i would have been stop by the police it wouldn't compare to an upgrade this is unacceptable behavior on the part of enterprise thats why that expired tag said December 2020 because i rented from them that month i felt it was a plot but it didn't work and i took pictures of both vechicles from pemproke pines and in December of that toyota of 2020

I have sent an email to Fayetteville Airport:

Sent to airport
I rented a RED vehicle with FL plates on 7-22-20 between 5pm to 5:30 pm. I was told to walk out of the airport then take a left and then right at the construction and use the key fob to find my car (no one from enterprise came with me) I eventually found the vehicle. I returned the vehicle around 6 am on 7-24-20, I was instructed to leave it where I had found it and to place my keys in the box at Enterprise rental. On 8-10-20 I received a letter in the mail stating I had damaged their vehicle, I called and told them there was no damage to that vehicle when I returned it to the parking area, they basically said I would need to make a claim and did not provide any information, then I received a phone call and again I told them there was no vehicle damage. So then I receive an email with a bill and pictures of damage to a BLUE vehicle. I emailed them back and yes I was upset because I did not rent a blue vehicle, I rented a red car with FL plates. So I'm am making a formal complaint for fraudulent business practices at your airport. I will provide affidavits from professional individuals that I was with on 7-23-20 and then will state I was driving a red rental car. I will also make a formal complaint with the Better Business Bureau and anyone else that regulates this type of business in North Carolina.
Best Regards
Kathryn D Aspinwall

I also filed a complaint at the Better Business Bureau:

COMPLAINT ACTIVITY REPORT Case # [protected] BBB of Central & Northwest North Carolina

Consumer Info: Aspinwall, Kathryn Business Info: Enterprise Rent A Car
120 Green Lane 400 Airport Rd
Interlachen, FL 32148 Fayetteville, NC [protected]
[protected]-1878 [protected]
[protected]@gmail.com

Location Involved: (Same as above)

Consumer's Original Complaint :
Fraudulent business practices
I rented a RED vehicle with FL plates on 7-22-20 between 5pm to 5:30 pm. I was told to walk out of the airport then take a left and then right at the construction and use the key fob to find my car (no one from enterprise came with me) I eventually found the vehicle. I returned the vehicle around 6 am on 7-24-20, I was instructed to leave it where I had found it and to place my keys in the box at Enterprise rental. On 8-10-20 I received a letter in the mail stating I had damaged their vehicle, I called and told them there was no damage to that vehicle when I returned it to the parking area, they basically said I would need to make a claim and did not provide any information, then I received a phone call and again I told them there was no vehicle damage. So then I receive an email with a bill and pictures of damage to a BLUE vehicle. I emailed them back and yes I was upset because I did not rent a blue vehicle, I rented a red car with FL plates. So I'm am making a formal complaint for fraudulent business practices at your airport. I will provide affidavits from professional individuals that I was with on 7-23-20 and then will state I was driving a red rental car. I will also make a formal complaint with the Better Business Bureau and anyone else that regulates this type of business in North Carolina.

Consumer's Desired Resolution:
They need to make this right, someone has done something fraudulent on the paper work on the car I rented. They need to find the person that actually rented that car and contact them. The miles driven was incorrect on my web receipts, everything seems to be off.

BBB Processing

08/25/2020 web BBB Complaint Received by BBB

I have spoke with multiple people at Enterprise to no avail. I also received a letter/affidavit from the company I work for stating what type of car I drove and also how many miles (the mileage on the Enterprise website does not match my trip)
Attached is a photo copy of the letter, this letter had to be scanned and emailed for signatures therefor degrading the quality.

No person at the rental place went out with me to inspect the vehicle and just kept apologizing that it was taking so long for the person to bring the keys, and if enterprise would have asked to view security video like I asked them too they would see that what I am saying is the truth, they would be able to see me standing and waiting and then I left by myself and asked them where was the vehicle and the person gave me directions and said to just use the key fob and I would find the vehicle, and I also had to catch an early flight so they told me to just put the keys in the box and leave the vehicle in the parking area where I had found it. There was zero damage to the vehicle I was driving. There is something very wrong going on here. I have car insurance and the credit card I used would have covered the damage, I had already spoke with my insurance and the credit card company to explain what was going on and and at this time I had not received anything from enterprise except a letter (no pictures, no estimate, nothing. So I did call them and spoke to several people, and they kept passing me on to the next person. After multiple phone calls, nothing until they finally sent pictures of the vehicle and that's when I was for sure that something underhanded was going on here. Since the pictures were of a blue car and I was driving a red car.

Thank you
Kathryn D Aspinwall
120 Green Lane
Interlachen, FL 32148
[protected]@gmail.com