Enterprise Rent-A-Car
Reviews and Complaints

I rented a car from Enterprise at Hamburg airport on July 23, 2019. I paid the car rental price in full amount in cash the same day I picked it up. When I asked for a receipt, the employee responded that it will be sent via email with the rental agreement (which never happened!). I returned the car on July 28 and the employee never mentioned my credit card would be charged for the rental. Upon my return back the US, I received a message from my bank that my credit card was charged for the rental fee I HAD ALREADY PAID. I emailed enterprise and they promptly responded that they never received cash from me. That employee CLEARLY purposely never gave me a receipt and probably pocketed that money. No idea what to do now!

Our employee rented a vehicle on 3/1/19 from Enterprise Rent a Care of Boston, LLC.

The rear bumper had damage at rental and was noted as a scratch on the agreement. Upon return of the vehicle, the attendant noted that the black plastic under the front left bumper had minor damage on the corner. No documentation was provided to the renter.

Two weeks later (3/13) we receive a letter of demand for damages, in the amount of $1, 600. No documentation or photos were provided.

An additional two weeks (3/28) go by (now a month past rental return) and an repair claim and photos of a completely different vehicle were provided.

I called the number on the demand letter (3/29) only to have a recording tell me that no calls were able to be received at the time. So, I sent an email (4/2) requesting additional documentation and clarification on the damage as the information provided did not match the claim request or the stated damage at return. TWELVE days (4/15) go by before I received a response from the Recovery Specialist with a poorly scanned copy of the original rental agreement, that is not readable and the assurance that the other requested documentation would be sent by the accounting department.

Two days (4/17) later another demand letter arrived, no additional documentation from return or photos of damage. Again, I sent a follow up email to the Recovery Specialist. The next day (4/18) the Specialist responded with partial information, no photos and still not documentation. Again we responded clarifying that the only damage noted to the renter was the lower black front bumper, no visible damage to the painted bumper. Clearly not as significant as shown in the claim or photos.

Four days later (4/24)again a response from the specialist, this time admitting that the photos provided as support for the claim weren't even for the vehicle in question and the claim was indeed incorrect. Again we requested the correct photos and documentation.

Two months later (6/20), we again receive an email with the erroneous claim and payment demand. We still have not received any accurate documentation, estimates or photos of the actual damage to the vehicle. My final email on 6/21 stated that until accurate documentation and photos of the actual damage to vehicle are provided no payment would be made.

Mind you within this time frame, I also received two other false damage requests from other Enterprise locations in the US. Those were disputed and dropped by those locations as they agreed the damages could not be substantiated on their end.

Yesterday (9/4) we again receive the same demand letter from a different Recovery Specialist. Again, I reiterate what I have stated for the past 6 months, until accurate documentation, photos and estimate are provided we will not make any payment.

Today (9/5), we received the same demand letter from the previous Recovery Specialist. Again, I reiterated that we will not be issuing any payments on a false claim.

I plan to pursue this false insurance claim.

Sincerely,
In the insurance industry

My worst Car Rental experience ever.
If you rent a car from the Nashua, NH, Main St Location, be VERY careful!
I rented a car in May and did the usual walk around with the Enterprise representative, could not see anything. She was pushing really hard for me to get the damage waiver, but I had it through my Insurance company, so I said no to that. After I had returned the car (was left for pickup at a body shop), I called to make sure everything was OK. Then they told me that there was damage on the car. It was so small that it DID NOT EVEN SHOW ON A PICTURE they sent me, I had to come in to the office to see it.
The Enterprise representative showed me, standing at the rear right corner, looking with a specific angle at the front door, that there was a very minor crease dent. Standing beside the car, you could not see ANYTHING! He said that he always look at the car like that when he make inspections. Then WHY did the other representative not do that with me when I picked up the car? I have NEVER needed to look at a rental car like that before.
That's not the end of the story.
I was held responsible for this, and was waiting for an estimate. 3 weeks later I get a copy of the invoice for $950 (!?), with pictures of damages that now SUDDENLY could be seen on a picture. Those damages were NOT there when I returned the car. I have been talking to the Enterprise DAMAGE RECOVERY UNIT in Kansas, but they refuse to admit that there is a problem. I am currently fighting this with a lawyer.

The adjuster is rude
Zero knowledge
Doesn't want to do her job
Miss informing me about my rights
Not accepting my claim in a timely matter all tho the driver admitted been at fault
I have called enterprise for a claim about an accident that I was involved in, I have explained to the adjuster that I was stopping at the red light when all of the sudden a truck rear ended my vehicle
The driver came out and said that he was sorry and that he was distracted
We called the police and made a report
The adjuster refuses to accept liability for the accident, saying that they have conduct a thorough investigation to see what really happened
The reality here is that they are waiting for the credit card to kick in to cover the damages
It's a trick that rental cars use to not spend any money fixing the cars, because they know that when you use a visa to rent a car, then visa covers all the damages accrued at that period
But it takes for ever for them to kick any
So I am left her without a rental car and with my car sitting in the parking
Loosing money because my car is my main income as I drive for a living

DATE: August 2 2019

I have just received today an email from Enterprise for a Damage or Loss Claim for a vehicle that I rented early January, renewed numerous times up until June 1st when it was returned. The claim date was February 3rd which makes NO SENSE whatsoever since I was still in the vehicle and no claim was made or any type of communication (email, mail or calls) concerning any damages on the vehicle. I went through all the walk through inspections with a representative at the 2222 N University Drive branch in Coral Springs, and at any point did they mention a damage or loss on the vehicle. I dropped off the car at the Fort Lauderdale airport (which I have already had a bad experience prior to this rental as they are very disorganized with their dropoff process) and also did the walkthrough with the rep and he said they would email me my closed contract which did not happen till 3 days later. I have had this issue happen before and because of the negligence and irresponsibility of the airport not doing their due process on time I was charged days for a car I did not have because they could not find it on their property. Now once again I'm being held responsible for another person or employee's / company's irresponsibility. This is absurd and unethical especially months after the unit was returned and I will not be held accountable for something I did not due

I have rented numerous vehicle with Enterprise and feel I'm being taken advantage of, and will speak with the corporate offices and necessary contacts if the claims continues.

I rented a vehicle from Enterprise on 7/22/2019 and the following day the air conditioning quit working. I was on vacation with my small children and the temps were sweltering in the upper 90's. I immediately called the original site of rental in Plymouth, Indiana and was instructed to find the closest Enterprise and swap out the vehicle. I drove to the nearest enterprise and was turned away but given 5 more branches to try all within a 50 mile radius. I attempted the other branches and continued to be turned away stating they didn't have any vehicles to swap our with. I was told by two branches that they would call me later in the day as they had returns coming in and they would be able to do a swap later that day. I was never called back by either branch. The next day I called the customer service hotline where I was told once again they could not help me but they connected me with roadside assistance who they said would help. After an hour on the phone with them I was told they couldn't get a hold of any local branches but I could drive to nearby airports and see if any of them had the availability to swap out cars. I made it known to everyone I spoke with that my child cannot breath in this heat and it was imperative that I have working ac. After calling some airports I was told no availability. The following day I called Headquarters where I was given a glimmer of hope by the man on the other end of the phone. He assured me that my child's safety was their utmost concern and that policy is to help those already in possession of a vehicle over those with only reservations. He then connected me to roadside assistance where I spoke to the operator for another hour only to be told she could not help so she connected me back with our original branch in Plymouth, Indiana. I spoke with a rep named Rachael who stated she would need to make some calls and would get back with me by the close of business that day. I never heard from Rachel again. The following day I tried to reach out online to reps who all said they could help but they had to reach out to other resources. Bottom line, I'm now traveling home on a 10 hour trip, in 90 degree heat with my small children, in a vehicle with no air. It has started raining so we cannot even roll down the windows. My entire vacation was ruined due to this vehicle and now my children's safety is comprised due to the negligence of Enterprise. This is my first time with this company and I am astonished by the lack of care and compassion for small children. I paid in full before I took this vehicle and all I asked is that it be functional. I also asked if they could just fix the air or swap the vehicle out for a small car, anything that would be safe to drive my children in. I offered to downgrade and never asked for compensation. At this point I want compensation as my children were forced to stay in during this trip and now are being forced to drive home in a car that feels like an oven. I worked all year for this trip and it was completely destroyed over something that could have very easily been fixed by this company

I rented a car from Enterpise recently because my vehicle was hit in a parking lot. I noticed the truck was not in great shape (scratches, funny odor on inside, lots of stains), but I was in a hurry and accepted the truck. The person that checked me out did not do a "walk around" and had me sign the agreement on an iPad. He did not email me the agreement. When my vehicle was ready, I went to the shop to pick it up. I had to be at a conference two hours away and Enterprise instructed the auto shop for me to leave he vehicle there. Several hours later, I got a voicemail saying they had questions about the truck. I called them back and they said there was a dent in the truck and they had already taken it in for repairs. First of all, I did not dent the truck. The truck was fine when I left it at the auto shop. I called the auto shop and asked them if they had noticed damage and they said they had not. The manager said I would get a letter in the mail where I could disputed the claim. I feel I am getting caught up in a scam. I will be informing my insurance company and retaining legal counsel if necessary.

I don't understand why it takes so long to return my money? I unfortunately used a debit card so Enterprise took part of my vacation funds from my account. I rented a car over the fourth of July. Returned it July 8th on time, with gas, and no damage, and have yet to see my deposit in my account. I've used plenty of websites and stores that refund money and I've never seen anything take this long. I think I'll go with another rental company after this. Just seems like bad business.

I rented a car from enterprise did walk around everything was fine, as I was driving down the highway the tire blew, I changed the tire and went to the nearest location to pick up new car. Got to the location in Philadelphia at the Jet Center, walked around car no noticeable damages or dents, the car was dirty but I was on my way somewhere in a time pinch so I did not make a big deal. I returned the car to my original location the next morning and was informed that there was a dent on the car. I could not see this dent. The guy then informed me that are trained to see these things and started opening the doors and trying to get me to see some type of difference, of which I couldn't. There was no scratches on the car nothing just this invisible dent that even in taking pictures of the car and getting a second opinion no one can see. I requested to please contact the office that I got the car from, as I knew I had done no damage to the car, and I had not been parked in any tight spaces. As of now Enterprise is attempting to charge a bunch of money to my credit card for this invisible dent. I am patiently waiting for a class action lawsuit to join as this seems to be a scam that they run.

Enterprise provided me with two deductible options, a Zero dollar Deductible and a 2500 Euro Deductible. I rented a Standard transmission vehicle. The clutch started smoking literally less than two miles away from the Dublin Enterprise location and I had to call a tow truck to have the Enterprise vehicle towed back which cost me 3 hours out of my vacation. Enterprise Dublin charged my Credit Card 2500 Euros for the claim. I believe this may be a coordinated effort by Enterprise to rent cars that need maintenance to out of town drivers so they will have to file a claim for the repair. By reviewing the recent complaints, it looks like I have a good foundation for my belief.

the 15th of may 2019 I've picked up the car we rent at ENTERPRISE MALAGA AIRPORT, the girl who let us the keys, didn't want to let my mother car to pay with her American express credit card because she need the same name on the card and the contract, so I.
We are obliged, to have the car, to sign on their digital tablet all the contract, I ask for a printed copy but it wasn't possible.

So you sign a contract trhat you can't read on a foreign language.

The 21st of may 2019, a truck came into our car while backing up. We did and sent all the papers immediatly (photos, insurance statment, truck insurance etc...)

at 11.00pm they answered that "I have to pay 950€ and i will have a refund or no"

TWO DAYS THEY PICKED UP my money on my bank account 950.03€ !
I realised it because I couldn't anymore pay with my card, it was blocked by my bank !

TEN days after the car accident they give me back 271, 86€ ! and i still don't know why .

Please help me, I've tried so many time to contact them but it's impossible.

I rented a car from Enterprise Rental in December of 2018 while my vehicle was in the body shop. When renting the car after the initial walk around I reported the some damage to the driver's side door and a mud flap. The rental was returned in January of 2019. During the return walk around the employees said something about the door damage and I told him it was there when I rented it. The driver's side door damage did not get noted and so now they are wanting me to pay for damage. I have talked to several different people with enterprise and I have not gotten anywhere. The last person I talked to I told them I did not do the damage and they need to look into their employees at the office I rented the car from. I just received a call from my insurance and now they are trying to file with my insurance. I told my insurance to not pay it. How can Enterprise charge me when I had nothing to do with this damage? They should not be able to file a claim on my insurance or file this on my credit. I do not care if they put me on their do not rent list. Why would I ever want to rent from them again!

I wnet to rent a car and was told by enterprise in Saginaw, Michigan no cars available all day, go 20 mile s away and when I called 10 minutes later 7 cars available. I am brown, I was told no cars available all day, but my office staff was told an hour later on the phone that 5 cars available.
later on manager said can get cars quickly, however office staff at the time said no cars available all day.
please contact me at [protected]

I rented a car June 3rd. Rental Agreement number 5Z07PS. I had the Enterprise representative inspect the vehicle on pickup for preexisting damage and it was inspected by the area manager Aaron Chambliss on delivery. There was absolutely no damage to the car that occurred under my possession of this vehicle. The car was checked in after being looked over and I was told everything looked good and there was nothing further required of me. I turned in keys to Aaron and then he called their branch Shuttle driver to come pick me up to give me ride to my final destination a couple miles up the road. I received on 6/13/19 by postal mail a notice of a damage claim that had been open up my Enterprise dated 6/6/19 Claim #[protected]. I immediately called the Damage Recovery Unit to tell them there is some mistake or understanding here and I had not damage the vehicle. They said there was reported damage to hood, roof, and windshield. I replied: telling them there was not when I had the car and that this is a mistake or fraudulent claim. They said they would note the claim. I then called both branches (pickup and drop off) and spoke to the branch manager Erin Kwaske of Angola IN and another representative of Grand Rapids, MI. Erin stated their branch had no record or recollection of any damage to the vehicle (even though your Damage Recovery Unit told me that the Angola IN branch was the branch that opened / filed the claim). The Grand Rapids representative told me he had no information or record of damage and that he would take to the area manager to see if he could get me any more information. I am very upset with what has transpired here, not to mention the time it has taken for me to dispute this bogus claim. I expect for someone to contact me with proof this claim has been closed and whoever opened it under my name to be reprimanded. I called back your Damage Recovery Unit and told them to the same effect of what has been communicated here. Adriana Extension 4720 of the Damage Recovery Unit told me the claim hold and I could ignore the claim letter where it stated I should contact my insurance company and/or credit card company to report this claim.

Jerry Long
2995 W 100 N
Angola, IN 46704
Ph: [protected]
Email: [protected]@sagperformance.com

I have rented for Enterprise for many years but on 5/21/2019. I called at 5:55 stating I was a minute away. I arrived at 5:56 - Approx. 6:00 they began locking the office doors and the lady asked for my license after 2 minutes asked me to follow her outside. Normally, I walk with the rep around the car look at the gas tank and the mileage to verify its accurate but this time she jumps in the driver seat, closes the door and locks it. She tells me from the window to walk around the car and do a walkthru so I do - she had me stand outside the car until she opens the door and came out. She hands me a handheld computer and tells me - the deposit amount and to sign the documents. I said before I sign the insurance is covered through our corporate account. She said yes its there - I sign the first time then she takes it to the next screen and says sign both places and make sure you don't steal the car (caught me off guard) I said "steal the car" she said yes - "others like you" think full coverage means to keep the car and don't return it since its covered… I said - You are saying - I will steal the car? She said - oh yes - that is part of our policy we have to tell you not to steal the car….. I said that's the first I have heard this since I have been renting from enterprise for over 20 years. She said now they want us to tell you not to steal the care and make sure you return it. - I said that is offensive - I cannot believe you are telling me this… She said yes I am just doing my job. I signed as fast as I could to get away from her - she took the computer and ran behind the building's back door (we were in the front)

I was so offended but asked some colleagues to see if they are being told the same thing - they all said NO NEVER - Not only am I OFFENDED - I am appalled!