Enterprise Rent-A-Car
Reviews and Complaints

I ended up filing a complaint against this company when it threatened to charge me $4000 after driving its car for 1 day.

I rented a car with a manual transmission from Enterprise at the Dublin Airport. My husband and I noticed that the car had a burning smell, which we reported to the Enterprise employees standing there. They said nothing about it, but immediately "upsold" me insurance, stating they were sure my own insurance wouldn't cover it. They handed me an electronic pad I could not see because I was already sitting in the car in full sunlight. I asked how much more insurance would cost, and he said that, in addition to the $500 for the car rental, it would be another $595 for the insurance, then pointed to where I should sign. (I've since received by email a contract showing he was billing me for $1595). After I drove 2 km from the car park, the burning smell was even stronger. We reported it to Enterprise, which said there was no problem. The next day my tire went flat. Enterprise sent someone out to change to the spare, which was rated at only 80 km. We called Enterprise at Dublin airport to switch out the car so we would have a spare as we were leaving for Kerry. They said "no" and sent someone out to give us a new spare. We also told Enterprise again that there was a burning smell coming from the car. They said it was no problem. Next, after I had driven 400 miles to Caherciveen, I was on a two lane highway in the mountains above Caherciveen. I pulled off to the side when I could to let a driver pass, then pulled back onto the highway. When I depressed the clutch to shift from first to second gear, the clutch went straight to the floor. At this point there was nowhere to turn off, so I shifted into 2nd. The clutch remained flat to the floor of the vehicle, so I could not shift again. Given that I could not pull off the road, I drove down the mountain in 2nd gear--I had no choice. To do otherwise would have risked the lives of my family. When I arrived near Bridge Street in Caherciveen, I had to stop the car to wait for oncoming traffic to clear so that I could turn onto Bridge Street. The car died in the middle of the intersection. We were helped to move the car off the road by passersby. We called Enterprise Dublin, who instructed us to stay with the car until a tow truck came. After the car was towed away, as we were instructed, we took a cab to our destination, a house we had rented in Caherciveen. Today, we were informed by Enterprise Dublin that I would be charged $750 to replace the clutch, which they said failed because of my negligence. (Later in the day, they told us that we would have to pay $2500 for the clutch. Later we were told that they did not know yet if that was the problem because they had mechanics who could diagnose whether I was the customer who caused the clutch to burn out, or if it was the customer before me, or the one before that. Of course, they do not have mechanics who can do any such thing, and the clutch had a burning smell before I had even driven off Enterprise's lot. Even later we were told that they hadn't even taken! it to the mechanics yet, so they couldn't tell if it even had a burnt out clutch, or if it was some other problem. Yet the first words out of the mouth of the rep we called this morning predicted I would be charged $750, then $2500. Essentially, I am stranded in Caherciveen with my family, as Enterprise now states that unless I sign that I am willing to pay whatever they want for a new clutch, I will have to pay the whole rental period, with the insurance, plus the clutch, or they will strand me and my family here. This constitutes extortion, in my view, as I now appear about to be charged in excess of $4000 for a car I drove for only one day. I know of no other business on the planet that rents cars for $4000.

Since then, I've done research on the internet and discovered that this is a common scam run on Americans, who are believed by car rental agencies in Ireland to be incapable of driving a manual transmission. I owned nothing but manual transmissions for 30 years before buying my first automatic, and I can assure you that I have never had any clutch go out after 400 miles.) I have rented from Enterprise for 25 years in the United States, driven their rental cars across the entire country several times, and never had a problem with them. This trip to Ireland was supposed to be a last reunion of my family in Caherciveen because my husband has stage 4 bladder cancer. It is terminal. This trip has been ruined by what I perceive to be a bigoted attitude toward Americans and a culture of extortion among car rental agencies in Ireland.

I had a roadside incident and put a scratch in the rental car. They said about $150 GBP to fix, but took a further damage deposit of $1000 GBP. It's been 7 weeks, and no invoice with the actual cost, and no bookkeeping of the difference between repair cost and deposit, and of course no refund of that difference to the Credit card.
Here is their answer:

"Thank you for your email.
I can advise that We do normally advise that this process can take 4-6 weeks to come through to us from the date of the incident.
As it has gone over the 6 week mark, the next step is the 61 day process in which we have to wait for 61 days from the date of loss for the invoices to be sent through to us.

It has currently been 44 days.
If we have still not received the invoices by day 61, we will email our billing team asking for them to re-examine the claim.

Once the invoices are received, they will be sent to you via post unless you request for them to be sent to you via email."

Nothing about the actual refund, and ignored my previous request to EMAIL the invoice rather than mail them since I live in Canada and they are in the UK.

How long can a company legally keep a deposit before needing to account for it?

My name is Dennis Ruben. Last week, I made a reservation for a rental car from the Fort Lauderdale East location at 1311 East Sunrise Blvd., Fort Lauderdale, Florida. I called to reserve a full size car for a week, and I said that I would be there on Tuesday, March 27th at 5:00 pm to get the car. The person on the phone said that was fine and she emailed me a confirmation (number [protected]). I called later that morning to say that I would like to pick up the care earlier (at 2:00 pm) and was told that this would be no problem. I then received another email indicating the change in pick-up time. I arrived at the location right at 2:00 pm and was told by both the clerk and the managers that no cars were available. They said that some cars should be coming in later than afternoon and that they would call me on my cell. NO ONE ever called me that day, or the next day, or ever. As a result, I was forced to go to another rental car company, Sixt, which was down the street, and rent a very expensive Volvo for one day (at about a cost of $170) until I could change into a cheaper full-size car. Adding insult to injury, I called the customer service line of Enterprise last week on Wednesday to explain my complaint. I was told that someone would be getting back to me with 24-48 hours. Again, no one ever contacted me. This is the second time I have had a problem with a reservation at this location. The last time, they didn't honor the reservation either. I am a Hertz Gold member and an Avis member, and I NEVER have a problem in getting a car if I have a valid reservation. I expect Enterprise to reimburse me for the cost of the one day expensive car I was required to rent from Sixt because you didn't honor your commitment to me. My email address is Dennis.[protected]@nrc.com and my phone number is [protected].

Confirmation #[protected]. Was to be picked up at 9.30am on the 23rd. Phoned at 7.30 to conf. No pick up at 9.30, phoned at 10am and were told they would be right there. Phoned at 10.15 and were told they would be right there. Phoned at 10.35 and cancelled as we had reservations for tours and we had missed the start. Was told that a supervisor would e mail to explain, did not happen. Ruined the day and we lost $ as we did not make the tours we had booked. Rented a car from Avis the next day. As this day was a Sat. Avis closed at 3pm and I had to pay for parking over night and return the car the next day. My e-mail is d.[protected]@rogers.com Name is Donald Payne. The city we were in was New Orleans. We were there on a holiday and your company ruined one day of what was a wonderful trip.

Had no plans to rent a car . Dealership I was having my car worked on failed to have it ready as promised . They recommended "enterprise "because they had connections on getting me a discount . Long story short I am having a problem getting my $200 deposit back to my debit card . 2 calls to the place I rented it and 2 to their national headquarters to no avail . Got the car on 03/08/18 for one day . Returned 03/09/18 with full tank of gas (more than was in it when I got it). Yet they say on cash or money orders you get a refund right away . Cash comes out of my debit card right away and I feel the should do the same . I'M Senior on a fixed income . After paying a dealership for service on my card I NEED MY MONEY . They are trying to tell me it is my bank . BULL, every other place that has ever processed a refund has the money back the same day or the very next . Am calling again today !

I find your blog has the most informative about enterprise. I have two issue with the enterprise; there billing and then their damage claim.
On relocating to start a new job in Houston, Texas, made a reservation with enterprise (Reservation nos [protected]) for oct 14th eventually used till. On getting to my original location for pick-up ( enterprise- spring, Tx) my vehicle was not available for over an hour and they were about closing; I was referred to pick -up a vehicle at a service center just two blocks away.
I had picked up the vehicle and left before realizing that they did not use my original reservation and my employee discount was not applied as promised.
The vehicle I got developed a fault with engine light blinking and was replaced by the enterprise.
Enterprise kept charging my account for over two months after the return of the new vehicle and several calls for invoice or receipt ended with a failed promises of sending an invoice to me. Till date they never did! I was forced to open a dispute with my bank. Enterprise had charged $963 for a subcompact car rented in 12 days. Aside tolls so many hidden and multiple charges I still don't understand.
I wish enterprise greed will end at this, despite a final letter sent to my bank by one Kendra Gilford stating hat all balance has been paid, I was shocked to have a collection agent start calling me during working hours for an outrageous damage claim of at $5252.90.
I rented the car with full comprehensive insurance coverage, enterprise ignored this rather tried to bully me into accepting a bogus claim through their collection.
Finally, when enterprise eventually got in touch with me today the sent me pictures of a damage under the car which I can neither confirm is from the car or that I was responsible for as I was not involved in any wreck. More disturbing is that the bill sent today is 4555.00 far different from the initial bill confirming my belief that the billing was arbitrary. Worse still enterprise is not willing to allow an independent review of the car or the cost of damage repair. I am still curious on why enterprise never got in touch with me or my insurance for over 3months, why they are unwilling for an independent review of both the damage and cost of repair. No convincing evidence that the pictures are not from a different vehicle or due to a previous issue with the car. Rather enterprise was eager to send this to a collection agent and blacklisted me in an already failed attempt to harass me to accept their claim.
The claim number for the repair is as follow: DX067F441. Case number: [protected].
I can provide further details if need be. Thank you for taking your time to read this and I will appreciate any meaningful intervention you can make.

Made a reservation on Friday received an email that it was confirmed. Went to pickup Saturday they had no cars at all. Was told that there is no guarantee that cars are available. I know that there is no guarantee that the model you picked might not be the same but none at all never heard of that . So I came home and tried to book another one and it took the booking and got a conformation number again . Why can you book a reservation when they have no cars at all .

I made a reservation online and then called for pick up. My car won't start. I have children and places to be. I was told I will get a callback in a few minutes. An hour later I had to call then. They say they are short staffed and no one will come get me. They give me several excuses and finally say no way at all and the lady tells me she's not arguing with me and there's no way they can do it. I told her 'we pick you up' is the theme of enterprise and it's ridiculous. She's says no still. She was very rude. Is this how your business is run?

I rented a car in Annandale, VA but returned it to a different location in Temple Hills, MD. I just dropped off the keys like I usually do and have never had an issue with trusting the Enterprise staff. This time they charge me with damaging the car. I was not notified, sent pictures, or given the opportunity to rebut the claim. Let me say emphatically that there was no damage. If there was damage (other than what was reported when I picked up the car) it was done by Enterprise and they are putting it off on me, which is despicable. I left a deposit because I used my debit card and they kept my deposit, but I was lied to by staff and told I was getting my deposit back. I just received a request in the mail from Enterprise requesting my insurance information for the claim.

Again, I want to see the proof of this damage.

I've done business with Enterprise for years, never an issue.

From the beginning I made it clear that I would be out of State and in the hospitals. I said I wanted a month to month. The way I have been charged is very suspicious! I contacted Customer Service and they told me the Regional Manager would contact me today! (Thursday). Nobody did! This is truly a shame as, I Rented from Hertz for over a year and didn't have ANY problems! I was charged for Insurance and shouldn't of been. My rental is $447 and I sent my Insurance information 3 times and the Frist Months Cost was $1887.25! Subtract the monthly rental and that leaves $1440.25. That's enough insurance to cover a Suburban, FULL COVERAGE, for one year! REALLY! A little game was played in order to obtain more monies. I can be reached at [protected]@netzero.net. Mr. R. Ryan

My car broke down, I telephoned Enterprise at [protected] to rent a car at "E" Street in San Bernardino. When I got there, the 3 employees and 2 other customers were all Mexicans. I am the only Asian elderly woman at the time. I waited for 1 hour, no one acknowledged my presence. I asked why was I not served? A Hispanic man Christian Lorenzo was outrageously hostile; he bullied, harassed, threatened me, and said, "We are not going to rent you a car. Leave now." I am an elderly, also a professional, but not deserved to be treated with hostility and hate. I had wasted 6 hours driving there and back relying on Enterprise to rent a car, but resulted to be deceived, intimidated, and discriminated by the Hispanic employee Lorenzo who is a different minority than I am. I wrote to Enterprise Corporate Headquarters about the hateful treatment by its Hispanic employee Lorenzo, but no response. NOT recommend the racist Enterprise to anyone!

I rented from the REGINA Airport location in Canada back in early November, and I have to say it was a terrible experience. I was helped by a young gal named Erica Deschamps whom was utterly horrible at her job. She was rude from start to finish, and acted horribly to her younger staff while she was helping me out (seemed agitated). I am one of thedecision makers in my company when it comes to choosing bids for new rental companies to use. I bring in tons of business (long term rentals for 2+ years) and I have to say the experience that the so called Area Manager gave to me really gets me second guessing even using this company.

Enterprise says they care about their people and their customers, but the truth of the matter is they don't. Enterprise, you need to get rid of people like Erica Deschamps as she is running your good name through the mud.

I had made a reservation for a large SUV (Tahoe/Highlander/Expedition) in June 2017 for my planned family of 5 vacation in the mountains from 12/26/17 - 1/2/18. On 12/22, four days prior to my rental, I additionally called the company and spoke to Drake at Enterprise in Deerfield Beach who reviewed my reservation and reassured me that all was set for me to collect my rental vehicle on 12/26/17 at 8.00 am at the same Enterprise location at 150 Hillsboro Blvd., Deerfield Beach, FL. The reservation was made at 7.53 pm on 7/30/17 through Hotwire - reservation #[protected].

I arrived at Enterprise at 8.00 am on 12/26/17 to collect my vehicle that I booked to collect at 8.00 am.
There was no SUV's available and after 45 minutes of my questioning and requesting what was happening I was told I would only be able to get a mini-van. I attempted to advise Mr. Sean James, your manager, that not only does it not meet my space or needs and what I purposely reserved, it would be a clear safety issue for my family as to where my vacation was planned. It is for this reason I booked a SUV. If I wanted a car or a mini-van I would have reserve that. Mr. James would not hear anything of what I was saying including that I took the time to call 4 days prior to the agent Drake. He would only continue repeating that he did not have any other vehicle to give us. Uncaring of what I had reserved, uncaring of the suitability of the vehicle, uncaring of the safety or harm to my family, uncaring of how my annual vacation was being ruined. At this point, another lady reached to the company and she started making demands as well for she too also was now in the same situation as she also did not have the vehicle she reserved.

Mr. James, not knowing how to respond and resolve the situation with 3 customers upset over the situation opted to now call the police for his 3 customers - my wife, the other female customer and myself as this was the easier way (in his mind) to resolve the situation and get rid of us rather than resolving a situation caused by Enterprise. A situation caused by Enterprise not keeping sufficient vehicles for the reservations that they took and not ensuring that the vehicles reserved for its customer were available. Rather, at this time, I recognized that Enterprise rented its fleet out, taking the chance and hope that the vehicles rented before the holiday would be returned in time for arriving customers as ourselves. So, Enterprise rented all their vehicles before the holiday to essentially maximize its profits, not caring of the devastating effect on its arriving customers after Christmas Day or its effect on customers that had reserved vehicles for collection and departure, as myself, on 12/26 at 8.00 am.
Mr. James now called the police as he said he would like us to leave the facility as he said he felt threatened and that we were aggressive. I want to assure you that you manager does not even know the difference between a person being angry and a person being aggressiveness. I assure you I was not even slightly aggressive. But, essentially it was his way to get out of situation which he did not have the management skills, ability, maturity, knowhow or understanding to resolve. So, guess what? he calls in the police on the customers to resolve the mess he could not control. You see as a manager you are supposed to do the following I learned in university. It's the acronym. POMC. As a manager, you must learn and know how to Plan, Organize, Manage and Control. All 4 he was unable to effectively do any 4.
Most of all - he lacked empathy. The skill needed to see the situation through the eyes of your customers. He only saw it through his eyes. He did not even attempt to look for a SUV. It was quite easier to "shut us up" with the calling in of the police. He did not once understand the inconvenience and the repercussions that his and your company's shortcomings and your non-delivery of what was reserved and booked would cause to a family's planned 6-day vacation. It was just not a suitable or safe vehicle for the planned family trip.
I tried reminding Mr. James that the entire rental business is based on "reservations" and upholding customer reservations. Enterprise is not renting a vehicle alone - it's contributes to a larger part of the customers (business or vacation) experience as the SUV was reserved for a trip to the mountains and exploration. It was reserved for our purpose. With the police now on site and escorting the 3 of us out, Mr. James took the "take it or leave it" approach at 9.45 am. Take the van or leave! And for the other customer, take the car or leave! Or… "rent from another company". Yes, sending us to the competition. I told him we would have gone elsewhere but if I went to another rental company on 12/26/17, without a reservation, the daily cost of a Tahoe was $480 a day versus the $425 for 6 days. So, Mr. James and the company had the upper hand over me. I would have had to spend $2175 more to get what I reserved for my (safety and security) needs (5 months prior on 7/30/17). I also understood why no Tahoe was available for me to rent. Someone rented it at a higher price. After all I called on 12/22/17 and confirmed my rental.
We eventually left Enterprise at 10.30 am - utterly upset of the rented mini-van; the situation that was presented to us; the situation caused by your manager's lack of planning; you manager's poor approach, attitude and display towards its customers; the uncaring and verbal belittling by your representative; the unsuitable and therefore unsafe van that we did not want, request nor need for our vacation; the total lack resolve. No empathy was put forward for the disaster that was caused by your company and its manager not upholding the reservations made by your customers - the life & blood of your company (customers are your life and reservations are your blood). What was resolved for Mr. James was that we were no longer a problem, not on the property, not being heard and that he could move on. Mr. James was unconcerned as he made no apologies for his behavior and certainly no apologies what had occurred. Take it or leave it. It was disgusting.

I would like to let you know as well that I did not appreciate Mr. James continually reference to religion and Jesus in his approach to the issue on hand. He kept bring up if I knew that the day prior was Christmas and brought up more than once if I know that ‘it was Christmas Day yesterday', ‘Jesus', ‘God' and ‘the season' - as though this should calm us or be more understanding because of this. He then stated that he would "pray for me" and how "we should have faith" and "believe in God". It was almost a reference that he would pray for us (…as if we what we were doing were "sinful").

It was all terribly upsetting. Far worse than I could describe in an email or note. I further do not appreciate anyone referring to "God". That should NEVER be brought up in any situation. It should remain out of all conversation with any one - it's part of what we as a nation uphold - choice - your manager does not even know what line not to cross. Very distasteful in the best situation far-less for the worse. Do your staff and managers go through any training on what can be and what should not be said? Frankly Mr. James was so offensive it I would not believe it to be so.
I cannot believe that Enterprise would subject its customers to ALL OF THIS and consider this to be acceptable and so I am bringing this to your attention for your intervention and suitable resolution. It was clear from this you do not have the right people in the right positions as with the right people in the position proper decisions would have led to a suitable resolution. We did nothing wrong and your manger, in my mind, used all of his ability to make this situation as bad as possible. He is not a manager.
The problem started with you not having the vehicle available and rather than resolving your Manager took thought that 5 wrongs would take him out of the situation. He is not a manager.
So, I got not I wanted. I had to take what I did not want (or pay 6 times more). I was delayed. My family was made to be embarrassed at the offices. I had police called to resolve a situation that was caused by you staff not knowing how to resolve a simple situation. As customers, we were escorted outside to resolve an issue as Mr. James did not want the other customers to see what was occurring for fear that they too would get upset as we were. We were subject to what Mr. James wanted to say - regardless of how offensive it was. We left very unhappy and remained till now unhappy. In a vehicle that was not suitable for my 6-day trip. 6 days that of my annual leave that I planned for over 5 months. I know without question that Enterprise Corporate and its management would not want this situation left as it has been by Mr. James. So, I ask you to resolve. Just ask yourself "how would you like to have been treated" and "how you would like to be treated" and you will get all the answers you need to resolve this.
I ask therefore that you immediately investigate and get back to me with a resolve to this unresolved situation.
(Here was my solution at 8.15 am: Get on the phone and find a vehicle suitable. I was heading to Jacksonville and suggested that there would have had 1 suitable vehicle that Enterprise could find from Deerfield to Jax (320 odd miles). I did suggest this as solution as the situation unraveled).

Dear Sir or Madame,

Re: Rental Agreement #180966 Ref # 951PZK
Unfortunately, I was unable to resolve the above referenced bill despite my discussion yesterday morning with "Brandon "who is employed at Enterprise's 6980 Post Rd, North Kingstown RI. ("Brandon" refused to provide me with his full name despite my request for such information.)

On 12/1/2017, I was involved in an accident. Despite the fact that our family has an extra car at my disposal, I contacted "Brendon" who advised me that my insurance policy would cover the entire cost for the rental of an economy vehicle, i.e., $18.99 per day, and that, in his words, it would not cost me a dime out of my pocket. Given the representations by Brendon, I accepted a rental contract for the economy car on 12/2/2017.

However, contrary to our agreement, I received the above referenced bill for $227.88. There is simply no basis why I would have rented an additional vehicle for $227.88 when a vehicle was available for free.
I trust that upon review of the above, your company will agree to waive the $227.88 fee wrongly sought in this matter.

Sincerely,

Sythuch Powers
[protected]@hotmail.com
cell #[protected]

I rent vehicles very frequent from the LAX enterprise location it's always a pretty busy location things are always at a fast pace.I rented a full-size vehicle for New Year's eve December 31, 2017.
When I arrive to pick up my rental car there were no cars available in that car class or lower. I inquired about a small Audi truck the staff member told me that I would have to upgrade into that vehicle although they had no other vehicles to offer me because I was in a time crunch I upgraded into the vehicle the employee told me I could come the next day and switch out into the original reserved for size vehicle. Once I received my receipt at the gate my bill went from 70.00 for the rental too 216.00. When I returned the next day to switch out the vehicle to the regular full-size car originally reserved I'd asked why was the Rate so significantly high, they told me because I asked for insurance I stated I denied the insurance she said she would take it off and gave me the full size vehicle I originally reserved.
On the day I was returning my vehicle the customer service agent by the name of Nichole with RED hair, had a very nasty attitude. She gave me the receipt which reflected 183.00 I inquired how come the rate was so high and she stated "I don't know you gonna have to go inside and speak to a manager"... When I spoke to a manager she explained I was changed a gas fee of 9 gallons of gas, I explained that's Impossible the gas gauge is on the line just before full. So I took the vehicle to a nearby Arco an filled it up for only $15 it was 3 1/2 gallons of gas not 9 gallons for $46.
I was immediately upset at the level of deceit with the gas charge on top of all of the confusion with the right vehicle's car class. When I arrived back I had to wait even longer for another person to check my vehicle in.
The manager eventually made the adjustments and brought the rate back down to its original rate however this long ordeal was a very huge inconvenience especially to a valued customer who rents very frequently.I expect enterprise to hold themselves to higher regard than having employees with bright red hair greeting customers with negative demeanor.

I had a reservation on December 8, 2017 to rent a car from the Harvey, Louisiana location at 9:00 a.m., I did call on December 7, 2017 and confirmed my reservation, when I called on December 8, 2017, I was told that they did not have any cars available and they might have one available at noon. Enterprise acted like this was not a big deal, but I had a graduation to attend and time mattered. He said he was going to find me a car from a dealership, in the mean time I found other transportation. I was very disappointed in Enterprise.

So I made a reservation online at 10am a guy calls me at 11am stating there is no cars and there will be no cars at all (Rude) so I call jeff 11:45am he's in the process of visiting branches and promised to call me within the hour with help and details.2pm I call him oh I apologize I totally forgot mind you i'm the only one that calls his phone with a las vegas number (He clearly stated) saying a amber from the original branch was goin to call me no luck at all I called the branch 2:45pmshe wasn't there then. I call jeff no luck again mind you I have to be at work at 4pm I call matt at the airport to check on my deposit that I still haven't received yet after 2days of dropping the car off rewashed better than before and detailed. And 4pm amber calls with a bucket talking oh it just came in so I know it wasn't properly cleaned! Claiming to charge me $269.00 and my other money hasn't posted yet she called me sir. I cancel the reservation and hang up on her at this time i'm pissed it seems as if enterprise does not respect transgender people in america! I call jeff no answer now i'm here pissed submitting a complaint and late for work because I have to find transportation when I tried to reserve way ahead of time and now I have to call in i'm sooo [censor] upset at enterprise

In reviewing my credit card statement enterprise applied a charge to my credit card in the amount of $104.13 for 1 day, I was quoted $34.71 for 1 day. I reserved the car on 10-27-17 (Friday) @ 2:01pm and returned it on 10-28-17 (Saturday) @ approximately 11:00 am. I was told by the rental agent if the office was closed to park the auto next to the building and deposit the keys in the lock-box which I complied with. Needless to say I was charged for 3 days of rental...
I'm requesting a refund in the amount of $69.42

Overcharged! Overcharged! Overcharged! Overcharged! Overcharged!

I rented a Mini Van from the Tampa airport with travel and drop off in Islip Airport New York. First thing that happened was I went to pick up the car at the Tampa Airport. There I could not add any of the other two drivers that were driving up to New York with me. The System kept stating the drivers needed to be over the age of 25 they are both 23 which I was told they had to be at least 23 to rent and I knew that I would have to pay the under age of 14.99 a day to add them and the agent at the counter could not understand why the could not be added as well. So now an hour has passed and I would have to be the only driver on a 18 hour trip and we also missed our cut off time to go to the storage unit to pick up our stuff so that we could leave early in the am. Instead we had to wait until 6 am the next day to go to storage. Byron was very nice and offered a discount for the inconvenience. The second thing that happened was that on the trip up we have reached Maryland around 1 am in the morning and it started to rain and windshield wipers did not clean the rain off the windshield at all on either side of the cars window. So I drove very slowly for about 13 miles to the next hotel which cost me 119.00 to stay and with only being 3 hours from our destination. So when I dropped off the car at the airport the girl there asked how was everything and I told her about the windshield wipers and she said that there was nothing she can do about it there because I rented the car in the Tampa airport. The Next day I get an email from customer services asking how everything went I told her everything that happened and with no reply for a whole week and then I sent another email and that is when she replied and said she would forward the email to her management team and they would contact me with in 48 hours and then 4 days go by and no email or phone call so I email again then a get an phone call the next day from and Kevin left me a message to call him back and when I did his voice mail was full. I have used Enterprise for many years and this has been the worst experience I have ever had. I have a car reserved for the 15th of December at the Islip Airport but I think now I maybe looking for a different car rental company. This just way to much work for a car that I paid about $500.00 for.

I rented a car from Enterprise on November 1st around 12:20 pm in Millington TN location. I scheduled it to return it on November 8th at noon. As the gentleman assisted me, he was convincing me to buy their insurance even though I notified him multiple times that I had my own insurance. Many times he repeatedly told me what their insurance covered vs my own insurance. He asked me to provide him with my policy number just so he can put it on file, which I provided him. The only thing he checked was the fuel tank and notified me that I need to bring it back full when i return it on Nov 8th. He then points me his iPad (him holding the Ipad) and tells me to sign here. He described that this signature means that I am providing them with my accurate insurance policy number and that I am renting this car for 7 days. On the Ipad screen, the only information visible to me was the time and date I am picking up the car and the time and date I have to return it back so I had signed it. I had asked him if he can provide me a print-out copy for myself and he said they don't provide that and I should receive it in my email. After leaving the rental place and coming home, I noticed a single crack about 6 inch on the lower outside windshield. I was with my family at their house preparing for my trip. I have decided to finish packing and then take the car back to Enterprise when done packing. I went back to Enterprise around 4:15 pm and notified the same gentleman. His words to me were exactly like 'see I told you to get our insurance you wouldn't have to pay anything out of pocket now? I explained to him that I noticed this crack in 1-2 miles as I was driving to my family's place. I was going to turn around but I thought I should call first. I've rented from other companies and they usually make me walk around the car and report any damages which Enterprise did not do. I also tried calling you but there was no answer and I brought it back with all honesty. The guy checks the milege and agreed that I drove only 4 miles. The guy confronted that there was no damages when I picked it up. First of all, he never allowed me to walk around the car and neither did he. I expected that Enterprise would allow me to walk around the car. The only thing he did was check the fuel tank to see the fuel level. He did not give me an actual hard-copy contract with detailed information. All they have to do is 'copy and paste" my signature into a format that actually said 'there are no damages to this car" because to best of my knowledge, I did not see anything like that when I signed the ipad screen and neither did he pointed it out to me. I felt as if he was trying to keep my attention to himself more and not the car at the time of pickup. I had waited around 20 minutes for him to assist me during the time I had picked it up so I did not check the car completely inch by inch because I was in rush also. I explained to him that the crack would not get this big within 4 hours . His words and behavior was very abusive so I called the police department because I felt like I was a victim of fraud. The police had explained to me that this would be a civil matter so they were not able to do anything which I understood. It took almost one hour for him to file a claim with my insurance. He then prints out a statement and charged my credit card of $538.27. I am very upset that Enterprise is blaming me for something I did not do and accusing me for the damage. Additionally, on the statement he gave me, he had listed that the car was driven 6 miles when he noticed and agreed that it was only driven 3- 4 miles from me when I returned it. Also, I received an email from them today stating that I need to pay additional $806.74 because they found additional damages ( dents ) on the roof, on the hood, and on the trunk of the car. To me this could be hail damages and the day I rented the car on November 1st, there was no hail, no rain. Since beginning I was convinced that Enterprise is ripping me off for damages that I didn't do and not even 4 hours and 3-4 miles that I had the car in my possession, Enterprise is charging me for all the damages that someone else did, which to me is Enterprise is Fraud. Because in all the honestly, if I had not brought to their attention the same day, they might not have noticed it. And this is exactly how I got fooled. For this type of damage, there has to be strong force involved and the car had to drive 60 mph, but in Millington speed limit is 35-40 mph and in 3-4 miles radius, you cannot drive that fast so for me to drive the car only 4 miles, I cannot go outside of the city even onto a freeway to drive 65 mph. With all honesty, Enterprise cannot blame me for damages and charge me more than 1000 dollars to drive the car for 3-4 miles and not even 4 hours and hold me accountable for something I didn't do. I know for fact that I did not do any of these damages, but if they have accused me of doing this, then I request Enterprise to send me a time-stamped pictures that were taken immediately before I drove off their lot and time-stamped pictures that were taken immediately when I returned it 4 hours later. besides that, I should not be liable for damages I did not do. I had talked the branch manager and she also refused to believe me. She claims that they are trained to walk around the car with all the customers but this isn't true because they didn't do it with me. I believe they want to make their money and do whatever they think its right.