Enterprise Rent-A-Car
Reviews and Complaints

We rented a car from Enterprise through our auto insurance. The location at a little past 5pm and twas very busy. The man who had helped us let his co-workers that he had to leave by 5:30, no excuses. He wrote up our contract then walked us out to do a very rushed inspection of the vehicle. When we walked up to the car the trunk was opened so he could show is the spare tire. He closed the trunk as he walked around the passenger side of the vehicle and I followed. He said "we are only looking for any dents bigger than a golf ball and scratches longer than a dollar bill. My husband pointed to damage he saw at the drivers side rear of the vehicle, and the employee said not to worry about it if it was smaller than a golf ball, but said we could notate it anyway. We said a couple more small dongs and again was dismissed with the same sentence. The employee marked two small dings on the two from doors but not the damage my husband had pointed out. The car was dirty with garbage under the seats. We asked if we had to clean it when we returned and he said no. Thinking everything was fine, we left.
When I returned the car it was a different story. The lady who originally helped me had the same man who helped me during the rental go out and look at the vehicle. She came back and told me there was damage on the vehicle and that she would have to file a claim for it. I told her that we didn't hit anything and for most of the duration of our rental (about 10 days) the car was parked in my garage. I also told her that the man who rented us the car was in a hurry and we were rushed through the inspection. The man told me that he is very thorough when he inspects the cars, especially the trunk area because the spare is in there.
There were two separate dents on the trunk, both smaller than a golf ball. But Enterprise is trying to count both of them as one total dent because they are close together. This seems fraudulent to me because by them doing that, it fits their purpose and allows them to claim the damage.
We were told that all that would be done that day was returning the vehicle. They said that the car would be given a damage estimate and investigation on prior contracts and that would then tell us whether we are responsible and how much. They charged my card $300 before any estimate was given.
The manager told my husband that there was a good chance that they wouldn't even fix the damage because it wasn't "that bad".
The car that was given to us had been returned at 5pm, and it was 5:29 when we were out ready to leave. So in a period of less than 30 minutes they state they were able to do a thorough inspection of the vehicle, return the vehicle, re-service the vehicle, rent the vehicle to us and do another inspection on the vehicle. All without any mistakes. In that small of a time window, it's impossible to be able to be as thorough as they claim.
We asked for time stamped photos of the return prior to our rental and they said they don't do that because they do contract inspections.
We believe the man who rented the car to us was in so much of a hurry that when he returned the car before us he either missed the damage or deliberately skipped the damage because he didn't have time to deal with it then. We believe that he knew the car was going to us through an auto insurance contract and attempted to make us responsible for the damage to the vehicle.
The lady who started the return on our rental called my husband later and was very unprofessional with him. She told him that the card was charged $300 and she was closing the contract, knowing we were disputing the claim and without any estimate given.
I wish that I had known about all the many complaints that I have seen since this experience, I would have never done business with a company who takes such advantage of their customers.

I rented a car from the Enterprise Car Rental office in Glen Ellyn, Illinois on March 17th. After completing the paperwork in the office, the employee took me out to the parking lot to examine the car for dents and scratches. He then got into the car with me to complete the insurance form. I repeatedly told him that I was covered (doubly, through my insurance policy and AAA). He talked over me and told me that in order to complete the form, he needed my insurance policy information and deductible. I said I had never been asked for this information before, even though I rent cars regularly. He told me this was standard for Enterprise. I let him know that if that was the case, I would find another car rental company. That got him to give up and get out of the car, after about 15 minutes. I should note that the form does not have anything relating to the renter's insurance and he was pretending that he couldn't give me the car unless if I gave this info. I wrote a complaint to Enterprise's system and was called by a district manager. He apologized and asked me to walk through what happened. He explained that getting into cars with women was common due to bad weather (it was sunny). He also said that employees often hear that renters are covered, but when an accident happens, the insurance policy doesn't cover the damage. In essence, the manager said that what happened to me is typical, and implied that I was being overly sensitive to think it had anything to do with being a woman traveling alone. He began to offer me a discount on a future rental, by way of apology, but I cut him off there. Why rent from a company when intimidation is apparently the SOP?

Enterprise has billed 4 times for car rental that was paid by American Express last year. Multiple calls to both AX and Enterprise have failed to get a response from the companies. I have a paid receipt for the AX payment but neither company seems willing to resolve the issue. I have spent over 10 hours on the phone with both companies but only get promises to fix and the problem continues after 8 months.

I rented a car from Enterprise Rent A Car office in Oxford Airport, Oxford, UK on 21/01/2016 and returned it on 25/01/2016. Deposit refund which is 200 pounds was requested on 25/01/2016.

They said it'd take 1 day to get back to my bank account, then they said 3 days, then they said it'd take up to 10 working day.

17 days have passed (13 working days) and it's still not in my account. I feel badly scammed. I want my own money back as soon as possible, when i contacted Customer Service, they throw me from one Customer Service representative to another one (5 representatives so far) and none of them brought a solution. They are just trying to delay it and struggling hard to make me, as a customer, give up.

This's seriously unacceptable and please do not use Enterprise Rent A Car not to be a victim like me. If i had read this board before i rented that car, i wouldnt have been cheated so bad.

Regards

I rented a car from Enterprise Rent A Car office in Oxford Airport, Oxford, UK on 21/01/2016 and returned it on 25/01/2016. Deposit refund which is 200 pounds was requested on 25/01/2016.

They said it'd take 1 day to get back to my bank account, then they said 3 days, then they said it'd take up to 10 working day.

17 days have passed (13 working days) and it's still not in my account. I feel badly scammed. I want my OWN MONEY back as soon as possible, when i contacted Customer Service, they throw me from one Customer Service representative to another one (5 representatives so far) and none of them brought a solution. They are just trying to delay it and struggling hard to make me, as a customer, give up.

I'll never give up and i'm planning to bring a lawsuit to this case, I've been lied and my money has been 'seized' without an explanation.

This's seriously unacceptable and please do not use Enterprise Rent A Car not to be a scamming victim like me and spread this word. If i had read this board before i rented that car, i wouldnt have been cheated so bad.

Regards

On November 20-22, 2015 I rented a vehicle from the Enterprise rental facility at BWI airport. I returned the vehicle on November 22 around 5:15a.m. as I had an early flight. Given the early hour, no one was present from Enterprise to review the vehicle with me, however, I did a thorough walk around and there was absolutely no damage to the vehicle that occurred while in my possession. Fast forward nearly a month and out of the blue I get a letter (sent to an address I haven't resided at for more than 4 years - a point, in fact, that I made the counter agent aware of when renting the vehicle, who allegedly corrected this information in the "system" - clearly not). The letter doesn't describe the damages and doesn't include the "enclosed overview of [their] claims procedures, contact information, " etc.; but rather simply states that I will receive a repair bill shortly. Given the number of complaints on see on this site, this appears to be standard practice for Enterprise. No damage occurred to the vehicle while it was in my possession and I intend to fully dispute this claim. The system, as set up by Enterprise, is stacked against the renter. It is their word against yours, and there is very little you can do to get such false allegations dismissed. This claim should be dismissed against me. I will never use Enterprise or any of it's related car rental companies ever again. I have been renting vehicles for over 15 years and have never experienced such dishonest and sleazy business practices.

For almost 5 years I have been a loyal, happy enterprise plus member THVQQZ and loved you company! Now having to deal with it cost me sleep and major stress as this is the only rental in this place! The fact is that I will be treated like trash or invisible ! There is no nice or friendly at all.just smug disdain, snide vague go to hells and my money is not good enough or wanted! Maybe I pollute the cars ? From The Todd person who is one of the nasty, sly and just should never deal with people person! Then his good old buddy Josh call to let me know in every way but plan get lost! Oh yea, he snidely send me to his good old buddy boss ! Heck he even mocks doing so as the last time I was paid more than I ever have 1000 for one month! He did not care what I said he just charged me more even when I was under contract and had a price! Retaliation for stepping out of my place be complaining! Even as I have had an Excellent history I have been treated like I was trash the scrapped up coin and then tried to rent a car! 4 times I have been denied a rental and whoever call just re tells me to bad ! Rules I have NEVER heard of are now used with me ! Good member, paid a lot of money, so what! Even when the nice Enterprise people in Sims Valley asked I was refused service and left holding phone as their back were turned to me, making me ask for who to give it too! Discrimination, disrespect, the worst business in my life! I could not sleep the whole night or eat as it made me sick to have to worry about will I get the rental I need? No, the rules keep getting worse and worse ! On the phone I am treated with what they think I am to stupid to get or if I do that's my place, disrespect, I know this city does not have many middle income Black Woman Wife (40 years ) Mother of three university educated children, with pride, self respect and liked everywhere else in life kind of person ! I heard and read about things like this but dealing with it is HELL! My only sin was Loyalty, Respect and honor! I hope I can at least get a reasonable, respectful and fair person that will at least will act like he cares what I THINK surely at least a little! I can not except that Anyone that knows me and the decent person I am, could ever have cause to Think anything else ! I have been shocked, fighting hard to deal the disrespect, very mind destroying wrong crap ! I would like to know why was I forced into being told they think I am less them trash ( that is my accessment ) disdaining my. How does being decent earn this ? I feel dirty still ! And very upset and so shocked at the openness and comfort of mind that means forcing me to pay more as I seek another kind of dealer! And I did nothing to have to go from joy to great dislike with a part of my life ! This is not normal, decent people should never be forced from use of their rights. Dined the use of public businesses and robbed of my peace of mind, made to feel dirty and guilty of just living and having something wrong by even Thinking I mattered ! This has really taken the good and forced way too much bad things for me and I have not earned it! Before I came to this city and lived in Thousands Oak and Simi Valley I had the very best thought and feelings with all your staff and treated them so! So now I can not sleep just thinking about dealing with this Enterprise crap, I'm really hoping this place does not compound the harm done to me! So much stolen By refusing to rent to me! More damage! And for what!

I rented a car from Enterprises. I bought a vehicle from the car lot. Left my rent a car at the car dealer. The sales person told me to leave it there instead of me going all the way back home, dropping off the rental car off then driving the salesman back to the dealer. The salesmen said he thinks there is a Enterprises inside the show room. Salesman comes back out & says I'm in luck it is a Enterprises. The salesman got my paper work made a copy of it. He keep the copy I keep the original. Sales person gets inside the car I get in my vehicle & we both drive away. Today a manager calls me starts asking me for my insurance policy #. Manager starts telling me there was significant damage to the car. I asked if I could call her back, I was at the store. I call her back, asking the manager what was wrong with the vehicle. The manager replied there was significant damage on the vehicle. Oh no there wasn't when I dropped off the vehicle it was just fine. Manager says I shouldn't have left it there at the car lot, that I was responsible for the vehicle. I explained what the salesman said, Manger says it was still my I rented a car from Enterprises. I bought a vehicle from the car lot. Left my rent a car at the car dealer. The sales person told me to leave it there instead of me going all the way back home, dropping off the rental car off then driving the salesman back to the dealer. The salesmen said he thinks there is a Enterprises inside the show room. Salesman comes back out & says I'm in luck it is a Enterprises. The salesman got my paper work made a copy of it. He keep the copy I keep the original. Sales person gets inside the car I get in my vehicle & we both drive away. Today a manager calls me starts asking me for my insurance policy #. Manager starts telling me there was significant damage to the car. I asked if I could call her back, I was at the store. I call her back, asking the manager what was wrong with the vehicle. The manager replied there was significant damage on the vehicle. Oh no there wasn't when I dropped off the vehicle it was just fine. Manager says I shouldn't have left it there at the car lot, that I was responsible for the vehicle. I explained what the salesman said, Manger says it was still my responsibility to turn it in. I told the manager I didn't have the $500.00 detectable & I was not paying for something I didn't do. How do u know where it got hit maybe someone ran into it at the car dealer. Manager said I will be getting a bill for $500.00 in the mail. This is crazy I just bought a vehicle, I'm raising my 2 grand kids & on SS. I can afford $500.00 this manager is crazy. She rambled about some satellite. to turn it in. I told the manager I didn't have the $500.00 detectable & I was not paying for something I didn't do. How do u know where it got hit maybe someone ran into it at the car dealer. Manager said I will be getting a bill for $500.00 in the mail. This is crazy I just bought a vehicle, I'm raising my 2 grand kids & on SS. I can afford $500.00 this manager is crazy. She rambled about some satellite.

I rented a car from Enterprise at the Tulsa airport in January, 2015 . When my wife and I returned the car to the airport on 1/19/15 we along with an Enterprise agent did a full walk around inspection of the car and no damage was found or noted. In February, 2015 I received an invoice for $2, 648.21 referencing Claim #[protected]. The pictures sent along with the bill showed major bumper damage that would have been obvious if it was present when the car was inspected after return. I immediately disputed the claim and pointed out the car was inspected by an Enterprise agent when returned with no damage noted. I also discovered there was 11 additional miles put on the car since I returned it so asked for documentation of where the car was used between time returned and when it was repaired. The damage recovery agent, Sandra King said the dispute would be investigated. On 5/4 I received a letter saying the dispute was "investigated with the rental location" and that I was still liable although neither the inspection issue or the extra miles were addressed. I again disputed it with the damage recovery unit and was told the local manager makes the final decision and they would have him call me. On 5/12 a Jesse representing himself as regional manager left a message saying the miles were as a result of distance between the airport and the repair shop. He did not address the fact it had been inspected on return. I called him back and left a message for him to call me again but he never returned my call. On further review I also found the distance between the airport and shop was 4.5 miles, which meant there was an additional 6.5 miles put on the car by someone else after I returned it. I have asked repeatedly to be contacted by a manager with an explanation for additional miles and the clean inspection upon return without response. This week I received notice from First Financial Asset Management that the account has been turned to collection. I immediately disputed it with them who informed me that I am on the no rent list with all rental car companies. I have received legal advice and will be filing a suit next week for expenses and damages unless this is resolved.

I rented a vehicle for a one-way travel, and was informed that the drop off fee was steep because they might not be able to use the vehicle type (a pickup truck) at the other location. I assured them that it was a country area and trucks were highly popular, so the manager, Dominique, discounted the horrendous drop-off fee slightly. When I arrived at the destination to drop off the truck in another area, a very nice manager tried to help. She had the truck already rented (so the family owned Enterprise of Tampa, FL, didn't lose an hour off the vehicle's one-way trip). She gave me a great deal on a small car for the rest of my stay, and I proceeded to call the West Palm Beach manager, Dominique, regarding the high fee. She suddenly became extremely rude, and even called me a child (I was brought up to respect my elders, and to respect customers!) because I disagreed with her. I called Enterprise's supposed main number, and her area manager called me to discuss the issue, and he repeated himself four times (after I told him I was clear on the subject of drop-off fees, but he seemed determine to keep repeating his mantra). I asked to speak to his boss, but he wouldn't give out the guy's information. He dropped the fee a little more, and when I asked about her rude behavior and comments, he only replied that he'd talk to her. I assured him several times (as that was his second "mantra") that his talking to her did not do a thing for me as a customer. I had worked with Enterprise in the past at this location (a different manager, obviously) and had had superior service. I have since contacted another area manager, leaving a message that I would like to escalate this to a higher level, so that others do not have to deal with an insolent woman who somehow managed to become a branch manager with rude manners. The second manager did not close out my bill, so that I could address the issue with a regional or higher manager, but the local manager closed it out, and still has not sent me a copy of the bill for verification of the proposed "discount" for bad behavior (which was not adequate).

I drove all the way from Irmo, SC to downtown Columbia to rent a cargo van from Enterprise. When they ran my drivers license I was informed that they would not rent me a vehicle because of an outstanding balance from 2008. I was handed a sheet of paper documenting the outstanding debt with a phone number to call and a notation at the bottom of the form stating that they were sending this account to collections. The only time I had driven an Enterprise car was when I had been in a car accident (not my fault) and State Farm set up a rental car for me while my car was being repaired. I asked if my parents could rent the car and was informed they would not rent to any member of my family as a result of this. I immediately called the Enterprise accounting department where I was told that Enterprise FAILED to document an insurance payment they had received from my insurance company. This claim was from over 6 years ago! I never received any claims from Enterprise regarding this issue. This completely ruined my plans as I am currently in the process of relocating to another city. So next time you want to rent from Enterprise, even if they have cheaper prices, is it worth it because 6 years down the road you may find yourself with a bad credit report from THEIR faulty and horrible accounting errors! I called corporate office to complain and told them I felt they should comp me in some form and I was told "I don't understand why you feel like you need to be comped?" Not only did this ruin the plans I had for today, I now am extremely concerned that they may have ruined my credit when I own no fault in this what so ever! Never will do business with this company again!

Had to have rental due to fact drunk driver hitting my car! Day one through today has a been a hassle the whole way! Returned car in perfect condition with gas at what it was when picked up! MY deposit was a money order due to not wanting issues with my card! First lady said i should recieve by friday the 25th. Second lady said call back if not recieved by wed the 30th! Called back again lady says "we understand your frustration" oh so they did this to you too? Said corporate will contact me within 72 hrs?! Seriously this place is a joke!

Good Morning, I reserved a rental via Hotwire.com (Reservation#[protected]) to rent a car from 1:00 August 27 to Noon August 30th. When I got there they where going to charge me an extra rate for coming early to pick up the car so I decided to wait till 1:00 to pick it up. I just found out that one of your representatives placed an charge on my Credit Card and even if they cancelled it the Authorization was never cancelled. I spoke with my Credit Card company today and they explained to the Enterprise location where I got my car from would have to call them with the authorization number and they would clear the Pending Authorization number for me today.

I then called the Enterprise Rental Car Location at the Milwaukee Airport [protected] and spoke with the Manager Nicole to help me out to take care of the issue. I explained to Nicole what the Rep from the credit card place said they would need to do. This is when everything turned wrong. This manager was so rude and dismissive to me it was almost comical. She stated that she couldn't look up the cancelled Authorization number. That she didn't have time to call the credit card company right now and before I could explain to her that she could do a conf call because She would have to call from HER phone she hung up the line. I immediately called her back and asked her why she hung up and she again said she was too busy to deal with the situation. I asked her if she could hold the line I would conference her with my Credit Card Company and when I finally got them on the line the Credit Card rep advised her that SHE would need to contact them Directly..That if she didn't have the information she would be able to retrieve it by calling the Merchant Services number. The Manager again was rude to her and said that she was really busy and couldn't promise when she would get to doing it and hung up the phone.

As you can imagine I am totally frustrated number 1 because there isn't anyone else I can call that can take care of this issue and I have to rely on a person from your company that will probably not do it in the first place. Please if someone could contact me at [protected] and let me know if there is another way to fix this issue I would appreciate it. I rent from you guys all the time but customer service like this make me want to REALLY run to your competitors and never look back!

Cullen Ali Carey

My issue appears to be similar to one of the last posts.
There seems to be a worldwide pattern at Enterprise with the distinct difference that I was treated extremely rude at the counter and my complaints were initially ignored. Only after I showed no signs of taking this lying down the manager stepped in and patronised me and shifted the blame to ALAMO!
This has gone way beyound the initial issue of weather or not they stole my money - it is about their rudeness and that in capitol letters! Please let me explain:

This is what the manager wrote to me (after initial complaint):

Dear Mr. Cosgrave,

First let me explain Enterprise in Germany is not a Franchise, so my colleague in France told you wrong things.

Second Alamo is an Enterprise brand as well as National, so all these three belong together, this is one company.

My colleague asked you if you want a full coverage for the car and you signed for it otherwise you would have a coverage of 1000€ in case of any damge or scratch.

What went wrong is that Alamo didn´t tell you that there is an airport fee, therefore we have the price difference between 106 and 126€. We will send you this money back today.

Sincerely

Katharina Fritsch
Filialleiterin - Branch Manger

My response (explaining again what happened):

Dear Ms Fritsch,
First, Frau Fritsch, don't be so patronising to me! What you did was wrong, I was treated rude, money has been taken out of my account incorrectly and I was given given false information! no matter which way you look at it.

Have you been reading any of my emails? Have you ever read your Enterprise Holdings website? Please let me quote from it:  

...TO EXCEED OUR CUSTOMERS' EXPECTATIONS IN SERVICE, QUALITY AND VALUE...

I don't care if Enterprise is a franchise or not neither do I care what people are saying. What I do care about is how rude I was treated at YOUR branch both times on pick up of the car and at return of the car, that money was taken out of my account wrongly and that my emails to your office were only returned after I pushed again and again. And now you start patronising me on top of it, way to go!

If this is how you treat customers at your branch I will certainly not take it!

Have you ever read your Enterprise Holdings website? Here is what the website says about  customer service (and they do not exclude your branch!):  

TO EXCEED OUR CUSTOMERS' EXPECTATIONS IN SERVICE, QUALITY AND VALUE...
• I waited at your counter for 30 min while Frau K. was in the back office (she did not come back from serving a customer at the depot, she came out of the back office!)
• My money was taken incorrectly
• When returning the car I went to the counter with all the paperwork only to be told that the depot had not ticked the right box and he had to go back and check the car. On my protest that I will miss my train your employee said "They (the depot) are a different setup, so it's not our fault." Consequently I missed my train! Well who's fault was it then?

...TO EXCEED OUR CUSTOMERS' EXPECTATIONS IN SERVICE, QUALITY AND VALUE...

Enterprise has $250. 00 of my money that was an insurance reimbursement, allstate insurance was paying for the rental due to the car that smacked me in the rear - end of my car was insured with allstate, "it's been 3 weeks still nothing & remind you they said no more than 10 days you will get your deposit back, i called & now i find out i'm only getting half of my deposit back due to my mechanic taking 2 days more to fix my car, still no refund & on the phone they give me "the run around - nothing but bull - - - shiittt"