Enterprise Rent-A-Car
Reviews and Complaints

On November 6th 2018 I rented a car from the Enterprise office in Kailua-Kona, Hawaii.
It was a busy day for them and they were quickly cleaning cars and moving them out to renters as fast as they could. The only car they had available for me was a large Dodge Minvan. The rental agreement number is 3ZZ3SK. The car had not been well cleaned. There was dirt on the outside, and spilled coffee on the inside along with other spills and dirt. As I said, it was a busy day. I am mentioning this because it was quite obvious no one had time or the inclination to inspect the vehicle before renting it to me. The inspection of the car was cursory. We walked around looking for any dents and scratches "larger than 2 inches". There were none. I commented a couple times about how dirty the car was and the agent's only response was, "I'm sorry". Since the van was so big and cumbersome to drive I only used it sparingly to buy items for the condo I was remodeling to sell. Trips were to Lowes, Target, Macy's Kaloko Furniture, and my friends condo at Alii Lani. Most of the time it was in the parking space at my condo. I returned the car on Sunday, November 18th around 2:00PM. Much to my surprise the office was closed! No one had mentioned this to me when I rented or when I called to ask about getting to the airport when I dropped it off.

So, I was quite surprised to get an email from Natasha at Enterprise asking "Do you remember anyone sitting up top?" She claims they found a dent in the roof.
My response: "All my friends are 60 to 70 years old, I can promise that none of us sat on the roof. I don't remember anyone checking the roof when I rented the car, either."
Natasha email my back to say, " Although no one in your party sat on the vehicle, the damage still occurred during your rental, maybe from a coconut or something. We do complete a full inspection at each check-in and return."

Obviously, they did not do a full inspection at check-in as the prior check-in and subsequent rental was a quick turn-around in the lot, and they did not do an inspection on return as they were closed. If there was damage, and after an internet search about Enterprise, I doubt it, it could have occurred in their parking lot after I returned the car and before they opened on Monday morning.

I drove on the Big Island for 14 years. I never had a coconut fall on my car. This claim is ludicrous and clearly fraudulent. I see from my research that it is also a common practice with Enterprise. I will be filing a claim with the State of Hawaii Office of Consumer Affairs tomorrow. I hope I won't have to and that you will resolve this matter quickly.

By the way, I also noticed that a refund of $250 was posted to my account, as per the rental agreement. Then, another charge of $140 was made to the account. I have no idea what that charge was for since no one notified me. That is also fraudulent.

I do not want to receive any more threatening emails from Natasha and want this matter closed.

I have had multiple issues with Enterprise but figured that the representatives were having a bad day. I have called out a few situations at enterprise when I truly knew I've been racially profiled ; then only to be patronized by Enterprise employees (Station Manager). I have called the customer service deescalation number for assistance; however, never getting my issue resolved (demeaning me further). My husband completed the registration online for me for a premium SUV (Chevrolet Suburban). I know I was racially profiled again on 11/21/18 in Old town Alexandria, Va. When I arrived at the counter there were two Caucasian females both to assist me. When they looked up my information they both looked at each other while i was standing there, one of the female's switched the keys on the counter (as if I was blind and did not see them); I inquired if there was an issue? One of the ladies paused and said that both the Tahoe and Suburban vehicles were identically the same. She then continued to switch out the keys from the Suburban to the Tahoe (which had multiple issues). Now keep in mind that this is Thanksgiving Eve and I needed to get on the road to travel home, I didn't know what she was talking about until my husband informed me that the car wasn't a premium car that I was being charged /paying for, and told me that I should've received a Suburban.

I am a African American female with over 15 years of experience as a Master of Social Work that supervise a clinical program teaching adolescents on this very issue.

I am appalled at the very treatment that I have been given as an Enterprise Plus Member and a paying customer of the Corporation.

I am officially putting this on our our Core Agency Web site to inform all of our over 5, 000 employees of this Metropolitan area. So that they avoid Enterprise and avoid them being humiliated as I have been on 11/21/18 and again another situation with enterprise at DCA on 11/17/18.

I rented a car on November 9th and was charged a $250 "hold" and was told the refund of $250 would be processed when the car was returned (after hours on Nov 10th). I was told the refund was processed on 11/13 but i have seen no activity at all and my bank says the same. This is ridiculous and I do not make very much money and this no refund is really putting me out. I was told by enterprise 1800 number that it was processed and must be a banking error, however you guys were with ones doing the transactions! It is debit, it should automatically be credited back to my account.

The rental location is: 141 Broadway
Saugus, MA, US, 01906

Rental Agreement #: 40RZ10

I was recently at the south Kingshighway location after being setup for a rental car. To begin with I am not 25. They asked for my i.d. once I arrived and never mentioned any issues with my age while processing the rental. Since I had an agent make the arrangements with my insurance I was under the impression that I would only be paying a deposit for the rental, since we have comprehension and collision and, according to the insurance agents, the rental car company should have called to verify this coverage before offering me any sort of coverage. It was to my understanding that I was not to be charged any additional fee, outside of a $50 deposit towards the rental, for coverage since I am covered through insurance and that the coverage Enterprise reviewed was something that would be handled through my insurance. I was not aware that this was a separate charge until after a week of having the rental vehicle and I saw this charge appear on my bank statement. To make matters worse the Enterprise employee I was working with never provided me with a copy of the rental agreement ( Physical or digital ) I pored through both my email and my mother's ( The primary on the insurance ) and could not find any documents sent following my visit ( 26th October, 2018). I think what scared me the most is that I am a secondary on my mother's insurance; her name is no where to be found on the rental agreement. We know this since Allen, the district manager, pulled up the agreement via their computer systems on 6th November, 2018, while he spoke to my mother on the phone stating "Your name is not on the rental agreement-" and therefore she could not even return the vehicle. Simply put, I feel that I was wrongly charged an extraneous expense and that the rental car standards were not met during the process.

I am very unsatisfied with Enterprise Rent-A-Car staff. This is the 2nd time I've rented a car and dropped it off in Bentonville, AR. Both times they found damage to the car. The first time they told me I had hail damage on a car that wasn't driven in any storms. Now the most recent time, I was dropping off a car I previously rented from the Tulsa Airport, and they found concealed damage to the underside front bumper.

When I rented the car in Tulsa, OK. . . it was late at night and the guy hurried me because he had 2 people waiting for service behind me. I walked around the car quickly. The car had mud on it. I didn't note the mud on the contract, because it was just mud. I had no idea there was hidden damage behind the mud. Besides, it was so dark outside. . . I would have had to lay on the ground and clean the mud off.

When I dropped it off during the day, it had been raining and all the mud washed off. . .So the attendant at the Bentonville, AR location could see the damage more easily.

The attendant tried to call the Tulsa office to see if there was any damage on the car, but they never answered and he hung up. He proceeded to ask me for my insurance information so he could claim it on my insurance. But i didn't think this was right, because I didn't do the damage. I didn't hit anything. There's no way I created the damage.

Because I was late going back to work (it was my lunch hour and I had a co-worker there to take me back), I had to leave without any kind of resolution. I was crying and upset and had to leave.

After the first incident I had encountered with the Bentonville, AR location. . . I was hesitant to rent from this company a 2nd time. . . but I hoped it was just an isolated incident, but now I'm wondering if it's just the policy of Enterprise Rent A Car to schedule cars on a one way trip so locations could get rid of cars with damage, that way they didn't have to pay to fix it. You can blame the customers and make them file insurance claims against them to save your money. Reading complaints online, I noticed this kind of practice happening to more than just myself. I will be filing a complaint with the Better Business Bureau, The Attorney General, yelp. . . any place I can find.

Seems convenient that I am a young lady traveling alone. . . I might look like an easy target, but I have a big voice and I will make lots of noise and you won't get any more of my business or any friends and family that I know.

I rented a car from the Amarillo airport in May. I did not noticed any damage before or after the rental. A week after the rental I was informed by Enterprise that there was hail damage to the car and I was responsible for it. I did not drive through any hail and have not idea how it happened. No one examined the car after I returned it. If this is how they try to scam more money out of their customers I will take me 200+ rental days a year to another company.

I was put in a rental with enterprise through my insurance company which is allstate. I was hit by another driver on Oct 5th, 2018 and my car has been at Caliber Collision in Reseda, Calif since Oct 10th, 2018 being repaired. I was supposed to have this rental until my car was repaired and back in my possession but unfortunately I don't. I had a pretty serious issue arise and had to make a turn around trip to bullhead city Arizona. On the way out of town headed back home I was in an accident which left your car unable to drive and it had to be towed cause it was blocking the flow of traffic. Now mind you...my car is still in the shop today and I figured since I had the added insurance through you...and you still had my deposit I would be put in another vehicle the following morning so I can continue on my way but that didn't happen. Aaron from the enterprise in Calif closed out my ticket therefore I was unable to get another car cause enterprise in Arizona didn't accept the debit card that I used in California when I originally picked up the car. I don't have any other card. You people left me stranded over 250 miles and 4 1/2 hours from home in the middle of the desert. After days of trying to get in another car through you people and I wasn't successful at all...I had to hitch hike across miles of nothing but desert so I could get home. I have never been in a situation like this before...I know I contacted someone from your company immediately after it happened.. .and I also know I am not the first person who has gotten in an accident in one of your vehicles...but to leave me stranded the way you people did me was totally heartless and I shouldn't of had to go through that at all I wouldn't careless if enterprise closed down permanently tomorrow. I have never in my life been so traumatized over any given situation in my life like I was over this past week. You people do not stand up to your company policies much less your word and I will never deal with enterprise again. I will post on social media what you people made me go through so the world can see.

I would like to share an Enterprise customer story with you and your team. I apologize for the length of story but please consider the details important because on that nightmare of days it was very important to me, a very long time customer of Enterpise Car Rentals. Within 24 hours of this nightmare experience, I contacted several members of your executive team. To-date, 19 days following a serious car accident while driving your rental car, I've heard not one word with the exception of your local (area) manager, Amanda from Wilmington, NC. And we had to contact HER. She has refunded what we consider the vindictive charges to our credit card, but no one has addressed the stunning and shocking behavior of your manager, Joey Buccola at the Raleigh-Durham Airport Enterprise Rental Car location. He addressed himself as the Regional Manager to the police. And no one has addressed his calling the police in the first place, and my "disturbance" charges which will cost me dearly lost wages, gas money, court costs and possible fines and time. I am a senior citizen and I am a woman.
On 10/11/18, I was driving an Enterprise Rental car from my home in New Bern, NC to an out of town Conference in North Carolina. Two hours into my trip, I was involved in a car crash. The side airbag deployed, thankfully, and I took quite a bit of impact to the left side of my head and I was later dx'd with a subdural hematoma. The car was towed by the police as I required medical attention in the ambulance on the scene. I was in total shock, pain and bewilderment, to say the least. Stranded, and not thinking clearly, the police advised I ride with the tow driver and contact Enterprise for another car to return home once I reached the tow lot. The tow driver recommended a nearby Enterprise pick up location and said he would gladly drop me and my conference baggage at this location. Enroute, I contacted the recommended location, and was advised there were no cars available and there was no one to pick me up to bring me to a location for a replacement auto. When I pressed the representative for a solution to what was an exceptional situation, he recommended I "download the Uber app" and take Uber to the Raleigh-Durham Airport Enterprise location - 45 minutes away - to get a replacement. He also stated I should call Enterprise Roadside Assistance.

I begged him to make the call for me (my purse was in the car on the flatbed of the truck) and he hung up on me. The tow driver heard the entire conversation (I had the phone on speaker while I held a cloth to my bleeding shoulder) and suggested I call the home office, thinking this was horrible service given Enterprise is known for picking customers up when needed. I called Enterprise back, & spoke to someone different who gave me a phone number for Enterprise Roadside Assistance. The tow driver pulled over and gave me a pen from his console to write the number down and I called. The Roadside Assistance person I spoke with advised there were NO cars available and certainly no pick up from the tow company's yard and that the two closest locations were busy. I was placed on hold numerous times and prevented from calling my family to advise of the emergency situation I was in. I was bleeding, bruised, and in shock. After 40+ minutes on the phone, the representative stated I would have to make my way to the RDU Raleigh Durham Airport to get a replacement car - the only location with rental cars available. When I asked "how am I going to get there when I don't even know where I am?!" the Enterprise representative suggested I "take a cab". I am not making this up.

The Roadside Assistance person was concerned about the location of the Enterprise undriveable, wrecked car was given all my insurance information. I provided all that information for the 2nd time and wondered why Enterprise was more concerned about their car and not my well-being? I was literally alone, injured and stranded in a City that was unfamiliar to me. The tow truck driver pulled over again and said, "Don't worry, I'll go home and get my wife's car and drive you to the airport. That is terrible service you are getting from Enterprise and it's making me angry. I would be glad to tell this lady off!" She came back on the line and asked me to hold again, again preventing me from contacting my family.

By now it was raining and we had reached the tow company's lot (about 25 minutes from the accident scene) which was ankle deep in oily mud. The driver drove the car off the platform so I could retrieve my purse and rental agreement. After the long hold, stranded and wet standing in mud, the Roadside Assistance rep returned stating that she had found a ‘van' for me but the location couldn't pick me up for 45 minutes or longer. The tow truck driver, said kindly, "I'll take you there … at no charge. This is a terrible situation and Enterprise is making it worse." He got me a chair to rest and rinsed the mud off of my shoes, got his car from home, loaded all my conference cargo into his car - and there were a lot of boxes and bags, and drove me 45 minutes OUT OF HIS WAY to the airport to the Enterprise office, refusing any payment. This was a stranger to me, but that's how desperate I was with no consideration from Enterprise the company that burns your ears off with the on hold recording that that is what separates them from the competition. But again, I realize I am dealing with a privately held company and have no responsibility to anyone but themselves.
When I arrived at the Airport rental location, the tow driver unloaded all my cargo into the very busy and wet lobby of Enterprise. Among my possessions of value were electronics, cases of food and water, etc. for the conference all stacked in a damp corner. The first thing the rep asked for is all the information on where the car was. I gave her my insurance information (3rd time provided), tow company's location and business card contact, etc. and she shuttled me to the next waiting area where a ‘manager' would provide me with a replacement car.

There were only the three of us in this area, myself, the manager (Joey Buccola) and another lady working with him. I told my story again to this man and he quickly asked…"Where is the car? We need to secure the car first before a replacement can be given to you." I gave him the information for the location of the vehicle AND my insurance information - now, for the 4th time. I am now nauseous and in pain still visibly upset, standing at the desk holding my head, while he made the call in front of me to your recovery service, which sounded as if they were already at the tow company's lot to retrieve the wrecked auto, never offering me a seat, or acknowledging the blood on my left shoulder, bruising and swelling on the left side of my face, a blackening left eye, etc.
I was left standing there listening to him call someone else to make sure the car was truly where I told him it was... he made comments like …."Oh really? You think she totaled our car?" and he was smiling! SMILING, actually smirking. I was made to feel like a criminal who was trying to pull a fast one with an Enterprise car. I went to sit down in the lobby, a distance from the counter, and he looked up from his computer paperwork and said "What's your deductible?" I said I didn't know - by now I am so upset, and I found this treatment too incredulous, I'm still in shock over the accident, I've been driven to the airport by a complete but kind strange man….so I advised him I had just moved to New Bern and had new car insurance, unfamiliar with the details of deductibles. He never explained why this was important. In a rude, clipped, brusque and impatient manner - let's hope this is recorded on camera in his lobby, "Well, then, I'm charging $1000 to your credit card and that's what you'll have to pay." His attitude was appalling. I had absolutely had it. I walked over to the desk, and smacked the back of his display loudly and said "What is WRONG with all of you? You care more about the car than you do about the customer standing in front of you." He steadied the monitor and said "GET OUT NOW!" and then "I should call the police….wait, I AM calling the police. You're going to jail" and disappeared into the back office. The lady at the desk was smirking and I tried once more to plead for help, "Can you please help me get another car so I can just go home? I just want to go home." She looked up, smiling and said "No. I hope you go to jail." I AM NOT MAKING THIS UP.

The police arrive and we talked through what happened. The youngest policeman came to me and said, the manager insists you be be arrested for ‘disturbance' even though there is no damage or harm done, and he says he IS the Regional Manager and claims it's recorded on camera, so….I am citing you for disturbance and he has demanded you also be issued a trespass notice that prevents you from ever coming onto the grounds of the RDU airport. THE AIRPORT! The more mature of the 3 officers took this young officer aside and advised him that was unnecessary and that he should write "the Enterprise office at the RDU airport" instead since Joey Buccola insisted. This IS my husband and family's closest airport, by the way. I am now banned from entering this airport as the report for trespass is not written clearly. I am summoned to return to court (driving 3 hours each way) to face charges of ‘disturbance' in December, thanks to this cold-hearted, out of control manager. The more experienced officer looked at me and said "This Enterprise manager is a D*ck." The officers then offered to drive me to another Hertz (where I would be treated ‘respectfully and with compassion') because this manager had ‘cancelled my reservation and would not be giving me another car.' Enterprise had stranded me. The policemen loaded all my things into their cruiser.

I returned to the lobby where all my things were stacked to retrieve my purse and looking up at the manager behind the desk, saw he was SMILING, jeering and smirking and so was the other Enterprise employee! I'm not proud but after all this, still in shock over all that had happened, said "F-You! You are LAUGHING AT ME?!" And his response was "I just got you on camera telling me F-You". Laughing. This monster is a paid MANAGER at Enterprise's largest rental airport facility, acting like a petulant 7 year old...laughing at a LONG TIME (DECADES LONG) SENIOR CITIZEN CUSTOMER WHO HAS SUFFERED A SERIOUS CAR CRASH LESS THAN TWO HOURS EARLIER. When I informed the officers, the most senior of the three hugged me and said, "let's get you out of here and on your way home".

You should also know that throughout the police investigation, this same manager came out of his office twice, asking the police how much longer they were going to take because he was busy and needed the parking spaces (it took three policemen and 2 police cars to subdue this "disturbing" 65 year old injured senior citizen!) and he wanted this "crying woman making a scene" out of here as quickly as possible.

Once at the Hertz rental car location at RDU Airport, I exited the cruiser, the policeman unloaded all my possessions into the Hertz Rental Car and pressed a business card into my hand (the Enterprise manager's) closing my fingers over it, looking directly into my eyes he said, "Ma'am, use the power of the pen to tell the company what has happened to you. I would have thought this manager would have acknowledged and respected all you had gone through and should have known how to handle this situation, without making it worse. I wish you safe travels and here's my card, please call me once you arrive home safely." I had a lovely experience with Hertz and their CLEAN, FULL TANK OF GAS (I left the rental location in New Bern with 1/8 tank!) auto and drove safely back home where I contacted my medical provider in my hometown. I emphasize clean because when I arrived to rent my car - with a reservation in hand - I received an uncleaned car (the first car offered had so much damage to it, I was spending 20+ minutes walking around to make sure I wasn't held liable for any damage and I refused the first car!) with potato chips on the seat and candy wrappers on the floor of the back seat. My husband cleaned the car AND THE WINDSHIELD when I got home.

My husband and I have always used Enterprise rental cars while traveling out of town on vacation, short trips etc wherever we have lived. We loved the service and convenience of the pick up although we rarely required pick up service - it's nice to have and was of value to us. Since I spent so many hours on hold during this recent tragedy, I had to listen to the Enterprise on hold message more than I cared to. It's all about the convenient pick up service (they failed miserably here) and treating the customer the way the customer wants to be treated (Enterprise failed unspeakably badly here).

I have NEVER BEEN ARRESTED IN ALL OF MY LIFE FOR ANY REASON. Now because of this cold, disrespectful, unprofessional and rudely, immature manager, I am faced with a charge of ‘disturbance' and ‘trespassing' not to mention barred from the RDU Airport. What power this unskilled and ill-trained bully has over those renting a car from Enterprise. I have NEVER been responsible for causing an accident in my entire life. This experience has been deeply traumatic on many levels. Calling the police was punitive and small minded and felt more like vengeance than "managerial" action or control. A mature manager would have known how to settle the nerves of someone who had 1) been completely abandoned after a car accident in a strange city and 2) known how to manage the situation in a compassionate manner while protecting the interests of the company. There was absolutely NO acknowledgement that the person in front of him was experiencing pain, shock, stress and in need of professionalism, understanding and assistance. This monster could have righted all the wrongs committed at that point by other Enterprise employees. And I never would have had to write this letter, Mr. Taylor.

With all the emotional fallout wreckage following the recent Supreme Court hearings, to say women aren't treated differently (or downright poorly) in situations like this is an understatement. Perhaps his treatment of me wasn't rooted in age discrimination or sexism - perhaps he treats everyone equally poorly. In that case, he's working the wrong job and maybe someone should make the decision for him.

Enterprise is in the business of SERVICE and to put people, especially this cold-hearted and immaturely unskilled manager and his smirking sidekick behind the counter of what they profess to be an outstanding ‘family-run' PRIVATELY HELD business is nothing less than a business failure. If we all agree on one thing here, it was the employees of ENTERPRISE CAR RENTAL that lost control, not this 65 year old long-standing customer experiencing post-accident traumatic stress. I'm the customer here and I've been victimized. I also want to note that upon arriving home, my husband called the Enterprise area manager responsible for where we rented the car (not the nightmare manager at the airport) and she immediately refunded $750 of the $1000 charged, (our deductible was $250) the cost of the Hertz car ($175+) and one day's rental on the wrecked Enterprise auto. After sending my complaint to Enterprise executive management's team AND customer service on the headquarters level, you should know that after 7 days, I have heard absolutely NOTHING from anyone but the area manager who couldn't process the credits fast enough. Ms. Schuerger states that the manager didn't ‘press charges' but the police did. But, the Enterprise manager CALLED the police to a situation that could have been handled by him. I hold you 100% responsible for this nightmare.

I will have more expenses (of which will be hard on my family) over the court experience (I understand $180 court costs plus any fine the judge chooses, gas and lost income. I have a part time job and this is ¼ of my monthly income, and I am still owed the FULL TANK of gas I had to put into this rental car. By the way, when I returned the Hertz car on my way to my medical appointment, after hearing the Enterprise story, they didn't charge me a dime for the fuel I used. Amazing the difference between a corporation and privately held company's customer service.

I rented from enterprise for almost a whole year straight and spent thousands of dollars from the elm street branch downtown Dallas . Manager t changed at very fast and the employees that i had built a relationship had all left and they switched out the entire management . When Bailey and Terrance took over their first week of me owing they closed out my ticket without giving me time to get back in town so we started off on a bad note they refuse to take my rental history into consideration. We got last that and I continued to rent there thinking we could reconckle the difference and.m things got worse . Bailey would call every week threatening to report the car stolen if i didn't come in after my balance was only a $100 or so . I was extremely stressed every time she would call and i was going through bereavement and she indicated she didn't care . One day I came in and she told me I couldn't leave in the vehicle which was a Dodge Charger at the time and lied and said it was on a recall but when i rented the car and was paying on time it was never an issue until I owed a balance . So I basically was driving the car for months with a recall in which she knew but never said anything until she wanted me out the charger . She made me get my stuff out the charger and told me the only car i could rent was a Nissan Frontier truck which I didn't want but was compelled too. She said that I could get the charger in a couple days after they test it out . Couple days went by and she said they were going to pick it up and she would call when it comes in . Never got a call or never got back in the charger but was forced to drive a high mileage truck . I paid my balance at the end of every month as I've always done but I indicated to her and Terrance that i wasn't satisfied with the customer service and felt by me being black that I was getting fair treatment as a loyal paying customer . I was scared to come in a lot of times because Bailey made me uncomfortable at times because she would lie about prices and other vehicles they had but Wouk day let me rent . So i told them that after this contract I would be going to another branch and she even called me when she noticed I paid st another branch . So after two weeks Bailey and Terrance and the risk manager conspired to prevent me from renting by putting me on the DNR list . I didn't know until I came in to lay my balance and she pretended as if she was going to rent to me again and she took two payments and told me that I can't rent i would have to call Terrance . I called Terrance and text he didn't respond or didn't wanna hear . I reached out to the risk manager and Bailey has already forewarned him that I would be calling so when i finally talked to him he blatantly said that they didn't want my business anymore and to go to their competitors Avis or hertz . It was one of the most devastating things I've ever heard and talking to said employees Have indicated to me that she treats all blacks the same because of her first run in with a male customer that spit in her face so she profiles and label every black male that enters the branch . I returned the vehicle Friday the September 7th . The next day they send a investigator to my house and he called my phone and I told him that I had been returned the car and i paid my balance and don't owe anything. Almost two months later i receive a letter in the mail to where they filed a claim against my insurance apparently for him coming out .They put my mom on the DNR as well and they never gave her an explanation. These tactics were unethical and a racially motivated ploy to prevent a valued customer from renting not only locally but even on the road . This is a racist company and have several employees that have indicated the same thing . I'm in the process of filing oma suit. Bad company

Damage complaint

To whom it may concern,

On Tuesday morning at around 1030am I returned my hired vehicle (FP17VXF) back to the enterprise branch at 162a Bell Hill Road in St George Bristol.

The vehicle did have some dirt after driving through country lanes but nothing I would class as excessive. The dirt was around the bottom of the vehicle, around the skirting and the wheels, as would be expected. If the staff thought that the vehicle needed to be cleaned before inspection I would have had no problem in waiting for that to. Be done but nothing like that was mentioned or requested.
The vehicle was inspected by a member of staff. This included the body work and the interior along with fuel consumption. I was in no rush and waited inside the customer waiting area while this took place.

When the member of staff returned she said that everything was fine and asked if I was happy with the vehicle to which I replied positively to. The outcome of the inspection was as I expected as I had not noticed any damage when I walked around the car before entering the office. There was no mention at all of the vehicle being dirty or any issue that made it hard for the member of staff to inspect the whole vehicle as the branch has done on many many occasions previously. I would also assume that all members of staff are trained in vehicle handovers and inspections as a company policy with guidelines and steps on what should be checked and how that check is carried out along with more guidelines and procedures if the expection is an unual one or if it is different to a 'normal' vehicle that is returned, such as obvious obscurities hindering a proper inspection.

She then confirmed my email address and said that my £200 deposit will be returned and confirmation would be received by email.
I was used to this as I have used enterprise on numerous occasions and consider myself a regular customer. My account would show this and I am currently a gold member.

I then left the premises and returned home. Upon returning home I received a phone call from the branch manager stating that they had found a large amount of damage, about the size of a football, to the wheel arch after cleaning the vehicle and that they will be making a claim against me for the repair cost. According to the manager the damage seemed to be a hit from another car rather than a scrape or scratch.

I was surprised about the damage found seeing as the vehicle was handed back and inspected without any mention of this fairly large and substantial amount of damage. I stated that I had not felt any collision during my hire to which I was told that it probably happened while the vehicle was parked. My argument was that the vehicle was signed off as ok before I left the branch. Also how can a football size amount of damage be missed just because of dirt. The vehicle is white in colour which makes any damage more easily visible as opposed to a darker colour.

I have contacted Citizens Advice and logged my complaint under reference number [protected].

As advised, I would like a response to this matter to be swift and would request a response within 14 days, as it is causing me stress and anxiety due to the surprise nature of this issue to do with damage and also the unexpected large bill the manager said I will receive.

Some body male rent a SUV from Enterprise an hit me as walking I filed claims to get paid for my injuries been given run-around I want my settlement now mean business for pain suffering my knees are scared for life. I file claim dru1, corporate an tort all over USA ya need to settle this now yes I got attorneys.but the driver was in the wrong Sept few years ago an I still haven't been paid [protected]@gmail. Do the right thing paid ya claim

I got a rental (paid for by Tesla, rental agreement #3355RQ) from Enterprise on August 3rd, and returned it on August 17th. When I picked up the vehicle, the left side of the car had been spray-painted after the previous renter had damaged it. The woman who walked around the car with me said it already been noted (even though it was not on my paperwork) and was not my problem, so I took her word for it.
I originally received a damage claim (claim #[protected]) on August 31st, and spoke to a corporate rep, who directed me to call the local branch. I talked to one of the 3 new managers there (a woman whose name I forget) and she said that the branch had not been reporting damages for the cars for a while, so they just attached the claim to the most recent renters. She said she had taken it off my record and would not go after me anymore.
I received another damage claim today (10/9) with a bill and photos of the vehicle, and spoke to a corporate rep tonight (Leah, I believe) who said that she would put a ticket in the system and get it resolved. That reference number is [protected].

I thought this was resolved over a month ago, and would like to know why the company cannot keep track of damage done to a vehicle, or make the resolutions they claim to have done.

Back in April 2018. I rented a vehicle from Enterprise in Hamilton On. I was coming home late at night when a deer jumped in front of my car on the highway. I swerved to miss him. But ended up rolling the car into the ditch. Thankfully my passenger and I were not injured but the car was basically a write off. An OPP officer arrived at the scene to see if we were ok. He saw that we were fine and called a tow truck. But didn't write an incident report. I called the rental company the next day to tell them what happened and that the car had been towed. I explained that there was myself and another passenger. They said they would get back to me as the person on the phone said he didn't know how to deal with this situation. I called several times and was told that I would hear from someone. Fast forward to June. I finally get a phone call saying they have been trying to reach me by mail and that I have been harassing the location I rented from. They took down my address wrong. Therefore I never received anything. They proceed to tell me they believe I wasn't the driver that someone else was driving. This decision is based solely on what the person who answered my call at the location I rented from Thought I said. I have sent several emails to the damage recovery unit. Them taking a week or longer to reply. It's now October. I get a bill in the mail for 20, 000. I have asked the gentleman I talked to, to please provide me with proof that I was not the driver. I have yet to hear from them. I have never seen an operation so poorly managed. I am now being told they are sending my claim to collection. This letter is dated Sept 26 2018. As I mentioned this is the first letter I have received since April.

[protected]@gmail.com my jeep-1995 hit by nissian Altima 2017 plate#1873my car will not steer properly driver side light, pumper

smashed spoiler broke axel damaged, muffler detached loud car will not steer hard to steer car left tire will not turn, front motor damage leaking glass was everyware car was hit so hard pushed up over the curb Alaina Johnson arrested With DUI [protected] is her phone number she had daughter in car 13-15yrs old.

Problematic from the beginning. Refused to provide chosen vehicle. Harassment phone calls. He harassed Fender Mender. Drafted bank account without my authorization. Due to states condition because of Hurricane Florence I extended car return date. He refused to acknowledge or accept & continued to call. I will return the vehicle to a different local site.

My car warranty rented me a car while mine is in the shop. I started off with a minivan and had to take it back a little over a week later because it had a low tire and needed an oil change. The worker there gave me the keys to another car told me she knew about the dents didn't have me sign anything and sent me off. When I dropped the car off they are now claiming that it got hailed on while I had it and want me to pay $1400 in damages. Those dents were there when I picked it up and it has not hailed in my area in the time that I had the car. They won't give me any updated information, the workers are horribly rude, and absolutely no one within the company will actually get back to me on the problems. The only documents I have is the original RA and the bill of the hail damage, but no dates of when it was supposed to have hailed in Plainview, TX. When we asked for information over the other car they only gave us an information number and customer service can't even give me an updated RA over this car. I'm sick of them running me around and ignoring me, hoping that I'll get scared and pay for damage that DID NOT happen while I drove the car.

This is the [censored]tiest company that I have ever rented a car from. The deposit was never returned, but they charged the tolls immediately (so mainly they rip you off whenever possible, but they never return the money). When talking to customer representatives, they always send you to your financial institution, who can't do anything because you handled your own card, so it's your fault. I will never ever your with these guys again and never recommend it to anyone.

I never had a problem renting a vehicle before until today. I went to the Fredonia, NY location for the first time and Sam had all my information filled out then asked about a person I knew. He then refused to rent to my kind due to their outstanding balance. I was not on the contract, not a driver, have nothing to do with any of the persons contract or outstanding balance whatsoever and offered to help.
He then said there was nothing he could do and I got it confirmed at the usual rental place I go to for enterprise that Sam placed my license number under an outstanding balance so that I cannot rent from enterprise.
How is this even legal? This was not my contract nor do I owe any balance! My identity and confidential information was submitted into an account I have nothing to do with and knowing I had a family emergency and my car not running right, he decided to go out of his way for a grudge for me knowing a person he does not like and claims owes him a couple thousand dollars which I learned after it was $767, which is also another breech of their confidentiality and not my business to know their outstanding balance or issues.
Thanks a lot and I hope this gets handled accordingly because I feel violated when I did nothing wrong.
I do plan on speaking to a lawyer about this also. My information does not belong places it shouldn't be. Where else and what else has he done with my information? I should not have to worry about this! That's some great business personnel to have!

Hi,
My name is Janice Parrish. I rented a car in one city and returned it in another city.
That other city, Atlanta Ga. Atlanta did not check me out the other city did. Atlanta did not inform me of any damage I was not billed for this. Please sir If I would have damaged your vehicle I will pay. You should call the Enterprise in Riverdale(Atlanta). They did not even check me out and the other office(Savannah) said that if they would have saw damage I should have been informed by Atlanta the next day. NO ONE CALLED ME! When I called the Savannah office they said Atlanta had me charged for extra cleaning at first which 75.00 which I did not understand. Savannah contacted me a couple days later and said they (Atlanta) office said they think they found damage but they did not know where. When I did call Atlanta office they could not tell me anything about it and the supervisor refused to come to the phone.
Savannah office checked me out and I was charged for renting the car. They (Savannah) office said their home office is not in Kansas so this maybe fraud. I have pictures of a car unharmed. I thank you for your time and hope this matter is cleared soon.

This is in relations to Enterprise location 2033 Margaret Wallace Rd, Matthews, NC. My car was damaged and my rental is covered under my insurance. On 8/22, I was supposed to receive a full size car (comparable to what my car is)...they didn't have one at the time of pick up and called another location that brought a full size car to the Enterprise location I was at. I was given what is supposed to be a 2017 Nissan Altima! THERE IS NO WAY THIS IS A 2017 ALTIMA...it looks like a 2012 ALTIMA! This car has 40, 000 miles on it, it was not cleaned out, potato chips all under the seats in the back, white chalk like writing on the windows of the car, scratches on various places on the car, and it drives rough as hell, and there is a front piece underneath the car that is coming off! ENTERPRISE DID NOT BOTHER TO CLEAN THE CAR BEFORE THEY GAVE IT TO ME...AND YES, YOU DAM WELL BETTER KNOW I TOOK VIDEO THE SAME DAY I GOT THE CAR! Why would you even have a car like this in service as a rental? My insurance is paying $30 a day for a beat up, used to death car? Really? Yes, I called the same day and complained to the rental office as well as the customer service department. This is a disgrace. I will never use Enterprise Rental again...and will let my insurance company know the same!