Enterprise Rent-A-Car’s earns a 4.1-star rating from 954 reviews, showing that the majority of renters are very satisfied with rental experience.
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Replied
could not get my property returned to me
We were visiting Lake Wales, FL when our car's check engine light came on. I took it to a car dealership thinking it was a simple gas cap fix. Well, it turned out to be more than that and would not be finished in one day. So the dealership rented us a car from Enterprise so we could return to our home in the Keys. I removed our car registration to take with us.
When my husband returned the car after the weekend when our car was ready for pick up, he failed to take the registration and a gate opener. When he realized it, he was half way to the Keys. So we called early the next morning and asked if they had found those articles, they said they had. I asked that they returned them to us as quickly as possible because we were leaving for the Bahamas in a few days. I assured them we would pick up any expense. Several days and several phone calls and no registration-called again and tried to stress the importance of having this for a return trip to MI. The manager, Tracy, said she would get it in the mail cod-after ten days in the Bahamas, still no package.
Called one late time, quite irate, told that Tracy wasn't there, left my phone # and said she should have the courtesy to call me since I had called at least 6-7 times. I was told she would work that next day and would give me a call. Did I hear from her? NO -Do not leave anything in your rental at Lake Wales, FL.. They won't return it no matter how important it is.
The complaint has been investigated and resolved to the customer's satisfaction.
Please email us: care[at]enterprise.com with your full name, contact information and the rental agreement number ("D" then six numbers).
When emailing please list reference #100607-003513
- Elizabeth with Enterprise Rent-A-Car
Replied
Bad Service/Protocol
On January 21, 2010, Vista BMW of Pompano Beach was unable to give me a BMW loaner car so they had Enterprise Rental of Pompano Beach pick me up to rent a car for the night. BMW was footing the bill because my car was under warranty. Enterprise gave me a few dismal choices and I settled on a crappy Corolla with the "check engine" light shining (which I was assured was "no big deal"). I was promised and assured several times that Enterprise just needed my credit card for the rental hold and WOULD NOT charge my credit card. I returned the car the next day, no problem. On April 30--3 months after renting the car, I noticed a $28.62 charge from Enterprise of Pompano Beach. My husband called Enterprise of Pompano Beach and was told that BMW had not paid the bill and it was their policy to wait 90 days, then charge the renter. Now, I understand if the bill doesn't get paid some action should take place. Couldn't Enterprise contact me FIRST, or even contact BMW of Pompano Beach prior to breaking a verbal agreement not to charge my card, 3 months after the fact? My husband kindly stated to the woman on the phone that we would be filing a dispute with our credit card company. She had something snippy to say to my husband which ensued a snide verbal interaction between the two of them. I called BMW, who checked on the situation and noted that payment would be sent out, and we should see a refund soon. On May 20th, I spoke with Melissa who took a message and said she would call me back. No one ever called. I called back the next afternoon and was told that the manager was on vacation and they would leave a message for her to call me back on Monday. She never called back. I called Monday late afternoon and was told by the manager that she would check on the situation and call me back. I specifically asked when she would know something and she stated to me, "maybe not today but definitely by Tuesday afternoon." No one called. I called on Wednesday afternoon and spoke with Katie, the assistant manager who said she was waiting for Stewart to check on the bill. By this time I was a bit aggravated with the whole phone tag situation and told her that I would like an answer back by the end of the day. Katie replied, "DON"T TELL ME HOW TO DO MY JOB!" After this response, I was disconnected. Now, I will give Katie the benefit of the doubt that it could of been a dropped call on my end--somehow I doubt it. Here Katie, this is how you do your job: call the customer back when you say you are going to call them back, even if you have no news!
I disputed the charges with my credit card company. My bank kindly contacted Enterprise of Pompano Beach to advise them of the dispute and they miraculously found payment from BMW and would be crediting my card that very day.
The manager and assistant manager at Enterprise of Pompano Beach could really use some summer reading; I suggest, "Customer Service 101 for Dummies!"
Simmer down, Stealth. If you didn't want to hear peoples' opinions then stay off of complaint boards...go fly a kite, pilot, it's better for the environment.
Stealth, that is no excuse for bad service. Sounds like you have a vested interest. This has nothing to do with the contract, as I stated above, which was between BMW and Enterprise Car Rental--I understood that payment had to be made--courtesy call would have been nice. When a manager and assistant manager promise to call over and over again for several weeks, and fail to do so, then act in an unprofessional way when I do speak to them--That's BAD SERVICE!
The complaint has been investigated and resolved to the customer's satisfaction.
Please email care[at]enterprise.com with your full name, contact information and the rental agreement number ("D" then six numbers) for this rental.
When emailing, please list reference # 100607-003462 in the subject line.
- Elizabeth with Enterprise Rent-A-Car
falsely accused and harrased me, very very disappointed
I am having a very bad experience with enterprise. Now I have no doubt they totally blame customers for their own faults and make customers pay for the damages caused by whoever earlier. I recently had to rent a car from then, that had a small dent on passenger side, but the rep told me it is considered minor wear and tear. Very next day, my own car was fixed so around 4:00 I returned the rental car to enterprise. I asked the cashier 3 times if she wanted to go out or have someone check the car to see if it is in good shape, and she said all three times, no it looks fine and not to worry about anything. So I drop the car with them, and asked them for some notification of this upon which they gave me a paper that statedrental car return date/time etc. More than a week later, I receive a letter from enterprise damage control dept that there was some damage to the vehicle returned and I am liable for that. Damage estimate is stated yet to be made. I was shocked as nothing had happened to the vehicle at all during the one day I had it and even when I returned it. It was totally as I rented with not even a single scratch. I double checked it myself before I gave it to them.
So I called the enterprise guy who helped me with rental. His name is mike kenny, he is located in montrose automotive, germantown, md. He told me there were some scratches on passenger side. During the whole conversation, he was so so unprofessional and extremely rude. He told me he had left a message for me next morning, such a big liar as I never received any messages from them. If I would have, why wouldn't I get back to them the same day. Then he tells me though I dropped the car around 4:00 pm a day before, he did not walked out and checked it until 8:00 or 9:00 am next morning, so any damage that had occurred during that time frame is my responsibility. This is such a ridiculous claim. How I am responsible if you did not check the car for 16 hours since I dropped it off. I mean I did not have the keys to the car, it was not in my parking lot or possession, I have a paper from you all that I returned it fine, then how in the world is is my responsibility? I told him that anyone during those 16 hrs may have done something and how can you throw this on me. I wanted to talk to his manager, and he tells me he is the manager. Wow to enterprise for having such unprofessional, rude, ill talking, and careless managers in their locations. I am thinking that maybe he himself is in trouble for not checking it for so long, and that is why he threw it on me in first place. He never notified me same day because then I would want to go check it and talk with him, but he lied that he left a message. Then he is not even willing to talk to me to explain anything. He literally was ready to hang up the phone and told me he cannot do anything about it.. That's it, it is your fault. I am so upset for being accused of something so wrong and false, and then receiving such mistreatment from him.
Anyways, I called my insurance and notified them of whole situation. Hopefully they will work something out. Otherwise I am going to go file a claim in court against them for such trouble, ridiculous customer service, false accusation, and harassment. I would not take blame for something that I did not do or I am not responsible for. For sure, no one in my circle is ever going to rent from enterprise ever again. So beware, don't be fooled by enterprise reps. My suggestion to all will also be don't go to enterprise, or you be fooled into some conspiracy.
Does Enterprise read these reviews? Do they even care that consumers sharing very horrible experiences on this website? Would never ever use Enterprise again. Also sharing my horrible experience with all my friends and relatives to be aware of the Enterprise scams.
Also scammed by Enterprise. Had rental car for 3 days, with two days paid by car dealership whil my car was being serviced. Still tyying to figure out why Enterprise charged my credit card for SEVEN DAYS. Said i signed rental agreement. Yes I signed their rental agreement, which does not state that they can charge me for the time rental was not in my posession. Very bad business practice. Wont be caught dead near Enterprise location ever again...
Replied
service
My experience with Enterprise car rental beginning on April 23, 2017, has been the worst customer service I, or my husband, have ever experienced in our 20+ adult years. The staff seemed more interested in having a social hour with each other while attempting to conduct business, leaving the customer feeling more like a nuisance than a needed, or even wanted, customer. We were in a desperate situation, having to have one of our personal vehicles put in the shop, unexpectedly, only 30 minutes earlier. I had to go out of town for a wedding, so we had to have a rental car. Our experience got much worse several days after driving off the lot with our seven-day rental car.
All of the following details are important to explain the situation so my apologies early on for this letter's length and details that may appear irrelevant, at first, but they will make sense by the end. My husband took the rental to work that night. He goes in at 9:00 p.m. and does not leave until Monday at noon and as is routine every weekend, his car remains in the same spot the entire time. Once he parks the car and walks into work, he has no reason to return to it until he leaves work on Monday (although he can see it from his office at a distance; just not close up and just to throw this in-he sleeps in a provided room at work!) Also, when he leaves there on Monday, he goes straight to another job with no time for dilly-dally. So, as he's leaving work this past Tuesday, imagine his surprise when he notices tags that expire THAT DAY! Enterprise has rented us a car for seven (7) days with the 30-day tags on them expiring in three (3) days!
My husband called the Enterprise location where he rented the car from his cell and told them of the situation only to be told "We know. The tags came in the mail yesterday." Why did they not know before the tags came? Is that not an extremely important detail to know before renting a car to someone? My husband told them he would come by Enterprise to get the tags, making him late for work, as they sure didn't offer any solutions. He then called work to double-check staffing and realized there was no way he could be late that day (patient lives are a bit more important!) and called Enterprise back to figure out a solution. What was the employee's solution at Enterprise? "We're sorry about that but YOU can just come pick them up tomorrow!" (i.e. just drive it with the dead tags!) This was not a satisfactory answer for us. Neither one of us felt comfortable driving with expired tags on the rental car; even if we happened to get pulled over but received no ticket, it is an unacceptable way to do business, in our opinion. We wouldn’t do it with our personal vehicles, so why do it in a car that we have paid to rent.
The employees did not offer any suggestions. My husband suggested they bring the tags to him at work, which was only 20, or so, minutes away (but in the opposite direction my husband drives so had he went to Enterprise, he would be approx. 45 min. late to work). The employee said she would call back with an answer in a few minutes and true to her word, she called back within five minutes. She told my husband that someone would have the new car tags to my husband that day at work. Not surprisingly with how business had been conducted up to that point, no one showed up with the tags. Out of frustration, my husband called the 800 number for enterprise and although that employee was apologetic, he had no answers. Honestly, there was nothing the 800# employee could do.
My husband had an important, early morning appointment out of town the next day and I was still out of town with our car. So, he had to drive the rental car, once again, with those dead tags! Had the appointment not been an urgent matter, he surely would have preferred not to risk getting a ticket and drive straight to Enterprise, instead.
My husband was finally able to pick the tags up after his appointment, around 2:00 p.m. When he asked the employee why no one showed up with the tags the previous day, the response was "I don't know." Finally, my husband, who never raises his voice at anyone, began venting his frustrations, loudly, at the service we'd received since day one. The employee did begin to apologize profusely but the damage was already done as far as he was concerned and I can't say that I blame him.
Once again, my apologies for the length. I seek nothing in return in writing this letter; insurance will be reimbursing us when we get our own car back, so I’m not even sure why I’m posting it as the readers can really gain nothing from it. I think I am so upset about this entire situation because I have always taken pride in my work and had I been the Enterprise employee, I would have delivered those tags no matter what! Even if it meant doing so on my own time because after all, I promised that customer I would be there and come heck or high water, I would have!
Thank you for responding, Elizabeth. I will get the rental agreement from my husband tonight and will email you with all requested information tomorrow. I finally feel like an employee has heard me and seems to agree that what happened to us is just not right. I appreciate that your willingness to help resolve this.
Reply to Just Want to Be Better: We have rented from them previously (not this particular place) with no issues, as well, but it has been a long time ago. We still have the rental car and I did not want to list the town/city, just in case :o)
I'm not looking to cause them to lose any business because it is the fault of a local place, not Enterprise as a whole, IMO. No one seemed to be hearing us that this IS a big issue and it is the reason I ended up here. It's not something to brush off, as has been done up until Elizabeth from Enterprise responded to this complaint (above).
Have a great day!
The complaint has been investigated and resolved to the customer's satisfaction.
Please email me: care@enterprise.com with you and your husbands full name, the exact rental location and the rental agreement number (starts with "D" and is followed by six-digits, all numbers). Also, if you have the name of the employee that was supposed to come drop off the tags, that would be helpful.
When emailing please list reference #100505-001160 in the subject line.
- Elizabeth with Enterprise Rent-A-Car
Ok I guess I'm another victim by enterprise rental (7001 Essington Ave). I rented a minivan on July 28, 2017 one scatch was noted a misaligned bumper was pointed out but not noted. Today ( Aug 2, 2017) I take minivan back and all hell break loose. The lady at front desk Kim didn't wont to hear anything I had to say, oh it's your fought or you shouldn't sign contact without that being listed on there (misaligned bumper). To make a long story short they will rip you off (enterprise) don't believe just do your research on here some many people got the same story.
I put in a reservation for a rental car on Sunday, Oct. 5, 2017 to pick up on Friday, Oct. 10, 2017. I put in the reservation thru the 800 # thinking everything was going to be fine, since this is the first time we do business with Enterprise Rental Car. Just to be sure we did have a valid reservation, We called the physical business location where we were scheduled to pick up the car to confirm the reservation and they confirmed. Now the nightmare begins...On Friday, My Wife and 7 year old son arrive to Enterprise in Sugarland Tx (Manager Name AJ) to pick up vehicle and to pay, My wife hands the employee Our Visa Debit Card and they plainly refuse it stating there policy is only to accept Credit Card or my wife will need to have a utility bill with her name on it in order for enterprise to accept a visa debit card. What? Your telling me a lousy utility bill is more valuable than a TX DRL ...Makes no sense.I completely understand company policy, however we were never informed by the 800# Rep on Sunday or when we confirmed on Wednesday that we need to bring a credit card or utility bill. By the way, we do own credit cards, however, they stay at home and we prefer to pay cash for everything using our visa debit card. We escalated it to AJ the manager and he was no help at all.. just to require my wife to drive back home ( 20 miles away) and either bring a cc or utility bill. I was extremely unhappy with the manager not to offer any other alternatives and this is definitely the last time we do business with Enterprise. If we would have been properly informed we would of been prepared. I called the customer service number to complain and after telling her my story, she passed the buck to someone else and again I had to explain my situation again. I spoke with a rep by the name of kevin in the St. Louis Help desk who was completely unprofessional and rude. I asked for AJ's District Manager's name and phone # or Corporate ph # and he refused to provide this to me. It is ironic, when Enterprises Customer Service Reps answer the phone they say" Thank you for calling Enterprise where Customer service is a way of life" ...OBVIOUSLY THIS IN NOT TRUE FOR ENTERPRISE RENTAL CAR AND THEIR CUSTOMER SERVICE TRULY DOES NOT REFLECT THIS. PLEASE, IF ANY ONE WHO READS THIS NEEDS TO RENT A CAR, DO NOT CHOOSE TO DO BUSINESS WITH ENTERPRISE RENTAL CAR...PASS IT ALONG!
The dirty Mercury Mariner I received for rental ended up with a A/C condenser leak. After calling Enterprise emergency services,
they towed the car which broke down leaving me stranded. They offered to have a car for me first thing Monday morning.
By Monday evening they still did not have a car as promised. Budget rental saved me.
Two weeks later I receive a bill from Enterprise for the repair cost. I was livid to say the least. I attempted to call them and was only
able to leave messages. I thought if I put them on speed dial I could call every 5 minutes. They finally answered.
They said I ran over something to cause a hose to rupture underneath the car. Well they were not Mechanically inclined,
the A/C condenser is under the hood in front of the car behind the grill half way up. I am still waiting for them to call me back.
Question: Did they already file their own claim and receive payment from their own insurance ? Then expect me to pay in additionwhich certainly was a mechanical failure ? That double dipping to me.
Conclusion: Avoid Enterprise Rent a Car and tell your friends !
Thanks for listening,
Roy
I rented a vehicle from this company's 10501 Page St. Louis, Mo 63132 location from 12/10/09-1/27/2017. I was only supposed to be charged $908.11 plus a $261.07 deposit. However this company ended up over charging me by $263.34. While trying to resolve this issue with Andy, the manager of this location, he placed me on hold for long periods of time. I had a job loss over this and a free rental is very unacceptable and another slap in he face so to speak! I am experiencing 'job loss', depression, and had to apply for assistance with the state regarding food stamps just to stay abroad in my family. Again a free rental is VERY unacceptable and I am seeking compensation of at least $908.11 or I will be seeking representation from a lawyer if I have to due to my job loss of over two years from this incident!
So long story short I rented a car from enterprise I got stuck with an impala due to the weekend in maryvale, az. When monday came I changed the car for a ford focus less money at gilbert, az. So check this out I got a flase claim for $518.55 bull # on the drivers side. For damage that big it would have been noticed, I was checked out fine when I left the gilbert office. When I get the letter I call the gilbert office about it and nancy the girl who checked me out that day feels sorry acts like she care and of course she would of noticed that big of a damage done to the car (so she says). She ends up blaming the maryvale office were I first got the impala? For the charges? Makes no #ing sense why would that office charge me for damage for the car I got in gilbert. The manager luis at the maryvale office was upset that he was being blamed for the ford focus I got and return to the same gilbert office at. I talked to the adjuster that didn’t know # either. A bunch of stupid #. So nothing got resolved now im stuck getting sent to collections when this is what I didn’t want happening. Thanks enterprise for #ing another customer over..
I signed up for the $9.99/day weekend deal on the web. When I went to pick up the car I wanted to pay with a debit card. The rep said I needed a utility bill. I produced one, then she said I needed two. I got upset, said it didn't say anything about this on the web. She said the site says "please call us if you're using a debit card." After I got home, without a rental car, I went back to the site and reserved a car again. Their site says NOTHING about any difference between a debit and credit card when you process the $9.99 deal.
It seems really unfair that this company wasted so much of my time. Also, their customer service reps aren't very good. They ought to be doing as much as they can to avoid the public having to deal with customer service.
Overall I had a VERY poor experience with this company. It will be a VERY LONG time before I do business with them again.
Enterprise is known for false damage claims
Thank You for your reply ! Good Luck !
WHAT STATE ARE YOU IN ? AND WHAT TOWN ?
I HAVE BEEN W/ THEM AS A CUSTOMER FOR 20 YRS. AND I LIKE THEM A LOT.
Replied
damage scam
I am another person who was scammed by Enterprise Rental. When my car was damaged by a deer jumping in the middle of the road as my car was approaching, I was forced to go to the only "game in town", Enterprise Rental for a loaner. The salesman walked me around the rental unit prior to taking possesion and explained that any dent, ding, chip or crack was to be noted on my rental sheet. He pointed out a small dent, and I pointed out some scatches and made sure he noted them on my sales sheet. I had the car 3 days and only used it to drive back and forth to work those 3 days. Work is only 8 miles from my home. I returned the car, picked up my car at the repair center and went to work. Within about 3 hours, I got a call from Enterprise stating that they would be submitting a bill for damage to my insurance company. I FREAKED! I called the repair shop where I had been instructed by Enterprise to leave the rental unit, asked them what had happened, and they assured me that the car was fine when Enterprise picked it up. I had to leave work and go directly to the Enterprise office. Needless to say, things when down hill from there! I DID loose my composure and admit to dropping some 4 letter words, but I was going to be damned if I was going to let them push me around. I had to wait to find the saleman I spoke to originally. He had been hiding in a back room when he saw me pull in. I waited him out and had HIM show me exactly what damage they were going to bill my insurance for. Believe it or not...they tried to say that the undercarraige had been scapped and scratched and that was what the damage was. I explained that I knew my rights and that neither the salesman nor I had inspected the underside of the rental and therefore they could NOT bill me for any percieved damages. I explained to them that if they persued it, I would be forced to contact my attorney. They dropped the claim but I want to WARN people...if in any way possible...do NOT deal with these jerks!
The complaint has been investigated and resolved to the customer's satisfaction.
I apologize for any frustration over your experience with Enterprise. I'm glad to hear that the claim was dropped and if you'd like to address this further please contact me at care[at]enterprise.com
If you choose to get in touch, please include your full name, contact information, the rental agreement number and the name of the employee you dealt with.
Also, list incident number 100319-004254 in the subject line of the email.
- Elizabeth with Enterprise Rent-A-Car
After further investigation, Enterprise was not the problem. The repair shop billed me incorrectly. I ended up calling their corporate office and spoke with a very nice man who was more than helpful. Long story short, he called me back after reviewing the original checklist of damage to the car before renting, the copy of the "accident" report and the bill & pictures from the repair shop. He noted that since there was nothing related to the dent in the hood on the repair bill and that other damage that was noted and checked off on the initial check sheet and confirmed, that they were going to cancel the claim. He was very understanding on how we would be concerned to receive a bill for $1, 000 when all that was noted as damage was a small dent in the hood. Very pleasant phone conversation and quite happy this was resolver so quickly and easily. I may just rent from them again...cautiously. My advise to others who may experience something like this is to keep your paperwork proof and call the corporate office to dispute a claim. Don't forget ... what ever your attitude is when you confront someone is what you could get back in return - speak nice and you'll get spoken back to nice.
Victery1 - I forgot to add that we have a local TV station that loves stories like this.
Same thing happened to my wife and I. On Aug 9th, 2013, we rented a car from Tyler, TX with Enterprise. We didn't get the insurance offered, but now we wished we had just to protect ourselves from this scam. She drove the car out of town for a week and when she returned we took it to the car wash to clean the bugs off of it - no damage seen. Got up the next morning and parked it in the company parking lot close to the front windows, next to the empty handicap slot. After work, I took it to the rental and a guy came in and said there were dents in the hood. Funny how they showed up all of a sudden. The girl at the counter said that she would have to write it up. I told her that the dents weren't there before, but she wrote up how it was done out of town during my wife's possession of it. Of course, I signed it not knowing that this scam was actually unfolding. I got the bill for the damage in the mail a few weeks later and I was charged $1.000 which included repairs to things that were checked off on the initial check sheet before the rental. I don't have a problem paying them to pop out a small dent in the front of the hood, but I shouldn't get soaked for paying for everything else that had damage before we rented it. Never again will we rent from Enterprise. I will be presenting this to my attorney without hesitation.
Sean-
Me. I'm interested connecting with other folks who had similar issues to talk about legal rights. If you'd like to learn more about taking some legal action, please contact me at enterpriseclaims@hotmail.com (not associated with Enterprise, just don't want to give out my personal e-mail). Hope to hear from anyone soon.
I had a similar issue with enterprise, and took them to small claims court to get my deductible back. From this I uncovered that if you return the car after hours, or to a satellite location than you are responsible for the vehicle until they check it in, which could be anytime (even a month!). I'm interested connecting with other folks who had similar issues to talk about legal rights. If you'd like to learn more about taking some legal action, please contact me at enterpriseclaims@hotmail.com (not associated with Enterprise, just don't want to give out my personal e-mail). Seth, please e-mail me.
A very similar situation just happened to me. I did not get the insurance because I only had the car for one weekend. I drove home for the holidays and parked it and then drove back. They gave me a car with scratches and dents in it. The salesman walked around the car once, didn't stop or ask me to look at it. It probably took him about 8 seconds to inspect the car. He said that he noted the dents and scratches. So I signed believing him. I took the car home and my girlfriend and I loaded it. When she opened the rear door on the drivers side she noticed it was damaged. We didn't take pictures or call them because I thought it wasn't an issue. When I returned it they brought the manager out. She said it was impossible that the dent was not noted and that they inspect the car over 5 times before renting it out. She was very rude to me, accused me of lying, and said they would give me a call. They never called so I thought they found I record of the cars damaged. Then they sent a letter to an old address of mine even though they had my updated address since I booked the car online. It was also weird for some reason the car wasn't in there system and the rental was closed out a day prior to me returning it. They obviously had the information in their system messed up and blamed it on me. I rented from Hertz the next weekend and was worried about the similar situation happening to me. So I asked the salesman to look at the car and he said it is fine and I didn't have to worry. I told him why I was worried and he said "we are not enterprise, " and kind of gave me this look. I am very frustrated and having my lawyer send them a letter. If they want top pursue it I will start a class action suit against them. Is there anyone else who is in the same situation?
Replied
overcharge
Beware! Beware! Before you leave the enterprise lot, make sure that you know how much your paying for the optional damage waiver (Dw) and personal accident insurance (Pai). The cost of this is usually about $3/day and enterprise employees will normally package that together with the damage waiver.in other words, theyll tell you that the damage waiver is $14.99/day instead of $11.99/day.
What happened to me is that they did not have the available car that I ordered (Compact), so I was given a truck. Now why should I pay for additional charge for the optional waiver because it is a truck. I do not think it is my fault that they do not have the available vehicle that I wanted. To me it is a bs big time.
The complaint has been investigated and resolved to the customer's satisfaction.
- Elizabeth with Enterprise
Please contact me at care[at]enterprise.com with the details of this issue - your full name, the rental agreement number, your DX number and the location where you rented from.
When emailing me, please include incident number 100319-004235 as the subject line of the email.
- Elizabeth with Enterprise Rent-A-Car
Hello Bill,
Could you please let me know if you contacted care-at-enterprise.com and whether or not it was worth contacting them?
Thanks in Advance, CnsmrRule
I may have missed something here, but it sounds to me like you didn't pay attention when you were signing the contract. First of all, the insurance through Enterprise is ALWAYS optional, regardless of whether they have your car in stock or not. Second, while getting a truck sucks (especially the gas mileage as compared with a compact), at least they got you into something. It's not usually the rental companies fault if they run out of a car. Usually its the result of them getting backed up with their normal reservations in conjunction with someone extending their reservation.
Replied
itemized bill
Normally, I would not be motivated enough to create a blog. But my request to obtain a simple itemized bill from Enterprise was so comically difficult that I decided to post the company emails on a blog.
If you thought AOL was notorious for its bad customer service then take a look at my blog:
http://cataclysmicidiocy.blogspot.com
The complaint has been investigated and resolved to the customer's satisfaction.
The reference number for this issue is 100225-003405
- Elizabeth
Enterprise Rent-A-Car
fraudulent damage claim
I rented a very small, inexpensive Hyundai last fall from Tenafly, NJ. I used the car to drive to Pa and paid an additional $100 to drop it off in Pa. as I was purchasing a new car from a dealer there and was driving my new car home. The entire experience was unbelievable. I called ahead to reserve a car. I arrived at the office at 5:30 p. m It was completely dark out. They were very busy. I wasn't looked after until after closing at 6:10 p, m. The staff was rushing to leave with their coats on. They brought one car to the front, decided it was "too" damaged and said I'd have to pay for damages at the other end. So they brought out a second car and rushed me into that. I could not inspect it in the dark and they spent all of five seconds on it in order to close for the day. The car was parked in my driveway until I went to Pa. I did not touch the car or have any kind of accident in it, big or small. I returned the car at 6:30 p. m in Pa and used the key drop. Two months later I received a bill for $2300 is damages to this car. I am outraged. I have instructed my insurance company not to open a file on this bogus, baseless, fraudulent claim. According to the report there were two crash impacts to the car. They claimed it needed a new bumper, back door and front door panels and roof damage. I didn't touch a thing with that car. Clearly Enterprise needs a new system for assessing their vehicles. The car I returned was in exactly the same condition I received it in. I even topped up the gas tank. There must be prior records on that car from previos rentals yet they don't look at them. I am furious and will tell everyone I know never to rent from them. I am turning this over for an insurance investigation. I will not pay a cent or have my perfect driving record blemished by this scam. It's an absolute disgrace.
The complaint has been investigated and resolved to the customer’s satisfaction.
scam
I was hit bad with this scam just recently. Enterprise gave me a rental in the middle of a snow storm. The car was out back covered in a foot of snow. It was driven around to the front of the building and then the windows were cleared off for me. My father who gave me a ride commented on the lousy job that was done. Also no "walk around" to inspect for damages were done. Never renting a car before, I made my way through the heavy snow and got inside and drove home. The vehicle stayed in my driveway the entire time I rented the vehicle (not needing to use it). Mileage proves this. I noticed after clearing the snow off to return it that there was a minor dent to the drivers rear door. I am now being held responsible for the damage to this vehicle that I did not do. I feel as though I am being scammed for the dent that was originally there. I am disputing the claim and will do everything in my power to win this dispute. Of course anyone I need to speak with is on vacation. I will never rent a car from enterprise again and I will never get a rental without doing a full bumper to bumper inspection. Enterprise is real cool for taking advantage of a 24yr old female. Plus how the heck would I have noticed the dent with all the snow & ice covering the car. Jerks. Stay away!
The complaint has been investigated and resolved to the customer’s satisfaction.
HAD a negative experience some time ago when I tried to rent a car with them and only had a debit card. Tried to call back, but it was too late could not get in touch with the adjuster, they changed location but not the company .Since I did not have a debit card they made me filled out some form asking me pretty much for all the numbers from my job in the MILITARY including almost everybody in my chain of command. I have no choice to filled out the form even knowing I am not suppose to give phone numbers to third parties .(Nowhere else I have rent a car I have go thru this for not having a credit card).Because of that reason I could not rent the car on time and got almost dark .The whole process took me like an hour and because of that delayed I was in a hurry to drop off my own car to be repair before they close .When they kept asking me for documents including prove of insurance, I tried to call XXXX but could not get in touch, I was tired already of the process. I did not want the car that day because it was to late to do what I was suppose to do I said. They called XXXXX for me and told me it was just going to take a couple of minutes. They almost begged me to stay and rent the car. It was almost dark when they took me to see the car. I did a quick go thru and took the rental. On December 3, 2010 when I returned the car it suddenly had a dent in the passenger side door. It was almost laughable, since it was really hard to notice even in the day light. I asked the representative if I was responsible for the other scratches or dents in the front and back of the car, which I did not notice either when I rented the car, she told me not, those were there, but the hard to notice dent in the passenger side door was not and is considerable damage and since I rented the car I was responsible for it. They of course claim the insurance company XXXX which is in affiliation with Enterprises .
Even knowing I treated that car like it was mine I asked all people who took rides or saw the vehicle if they notice any dent on it they all said the same, they did not notice any dent.
I was called by an Enterprise Representative from the branch I was originally suppose to rent the car asking me for the car I already returned in the other location he though I still had the car when told him I returned it to the other location he intermediately ask me for the claim number. How did he know about the claim if he though I still had the car. When he realized he messed up he quickly end the conversation. They knew the dent did not happen while it was in my possession .I KNOW IT THEY KNOW IT. I took all precautions specially after the hit and run I had and I am sure that dent did not happen while the car was under my possession. After all the precautions I took, it's just not possible.
I rented 3 trucks for our business. We had already returned two of the trucks and I was working late so I called the Enterpise rental location to return the 3rd truck and inquire if I could get a ride back to the office. When the return inspection took place the rep Dave said there was a crease on the bumper and they would need to charge me for replacing the bumper I was shocked because there wasn't any visisble damage. Also the side of the bumper was damaged and rusted and it was not indicated on the inspection report when we took the truck but Dave agreed that pre-existed. SO apparently they are attempting to get me to pay for a new bumper.Not so fast. I took all the necessary photographs I also have in my possesion the inspection report that does not identify the damage on the side of the bumper which the rep agreed was already there when we took the truck. I promptly called our insurance carrier and asked them to deny any claim and furthermore I plan to take these inividuals to court. I will also report this matter to the PA attorney general and see if this story can be carried in our local newspaper to protect future consumers. They will not get our company's business again!
I am a victime of this scam from Enterprise I rented a car from them because some idiot ran into my own car. I return this car at 0630 a.m. but before leaving I did a complete inspection of the car and everything was in great shape, so I drop the keys in the dropbox and whent to get my car. After getting home with my own car the rental agency called me to tell me that I was responsible for a dent on the passanger side. I was so dam angry that I was yelling at them telling them I did not do nothing to this car and that I refuse to pay the bill for 494.24 canadian.
A gentleman was in the news and he lives in Vancouver, Canada and he was also sent a bill for 1000.00 for damages he did not do to the rented car. I live in Ottawa, Ontario Canada my name is Ronald. I am prepared to fight this and since I am dying from heart desease I have nothing to loose anymore so lets FIGHT NOW!
bad service
I recently did a 15 day rental in Frankfurt, Germany (Offenbach) at Enterprise Rental and did not have a good experience - hidden charges I wasn't prepared for, faulty windshield wipers in the winter (which was just dangerous!).
Ultimately, I was denied returning the car because I showed up at 12:15pm but the they close on Saturdays at 12pm (even though I called them at 11am to say we would be close). I was charged two days of rental to return the car on Monday morning (plus had to change my flight to return the car on the Monday). I didn't realize at the time they have no facility for 24 hour return - which is insane for a rental car company.
Europcar offers 24 hours service and I've since heard they and other companies are much better.
Stay away from Enterprise.
The complaint has been investigated and resolved to the customer’s satisfaction.
Rude and arrogant and unbehaved manager.
One day the tyre will retire and pass its due date.
They called the repair shop and asked me to pay for the flat tyre. It seems that they call this repair shop very often as the manager said call Jenny like usual and ask her about the damages( I know what it means- it means the usual receipt/bill charges to earn money)
Total Scam Enterprise!
The local Enterprise Rental office is in Gallipolis, Ohio. My friend had struck a 2000 pound bull belonging to one of the neighboring farms early on Friday, the 28th of
August. It was still dark, a very foggy morning and she didn't see the animal. We called the local Enterprise office and they said they could have a 15 passernger van at her disposal to be sent to Gallipolis, Ohio, from Charleston, West Virginia.
That evening, when I arrived home from my afternoon bus route, she said they had called from the Gallipolis office and that she would have to pick up the van she needed from the Hurricane, West Virginia, Enterprise office. She, of course, had no vehicle to get to Hurricane, and she had waited for me to get home. Hurricane, W. Va., is about 75-80 miles from my farm. They also had told her they closed at 5 p. m. sharp! It was 4:45 p. m. There was no way to have gotten to Hurricane, W. Va., from Patriot, Ohio, in 15 minutes.
I then called a dealer, Dolan's Rentals, in Huntington, West Virginia, he was getting ready to close at 5:30 p. m., I advised him it would take me at the least 45 minutes to get from my farm to his facility. He said "be on your way and I will have the van ready for you." We left and he waited, she rented her van and was on her way to her home, 220 miles up north in Ohio, by 6:15 p.m.
Here is the kicker! There were TWO, (2), Enterprise Rental centers in Huntington, W. Va., withing 35 miles of my farm. One of the two was right beside the Dolan Auto Rental!
Now, WHY was the local agent so set on us having to drive nearly double the distance to get a vehicle from the same company? Had he have been a logical thinker, and had he been at all interested in the welfare of the potential customer, he should have gotten the van she needed from the nearest sister business .He had had the entire day to have gotten it done. Not only that, what if she would have had no one, her being so far from her home, with a totally wrecked vehicle, what could she have been able to do?
I thoroughly intend to go to the local Enterprise agency and look that young man in the face and ask him the question, face to face. Let him look me in the eye and give me the "song and dance" that these type of business dealers are so good at.
I will ask him the question, "Whom do you think I will recommend as a vehicle rental to folk in the future?" Of course, it will be Dolan's of Huntington, West Virginia. A locally owned business that is being run for the convenience of the customer. Mr. Dolan delayed his Friday evening plans for Lydia's need for a vehicle. All ended well, no thanks to the local Enterprise agency. Enough said.
Margaret Ann Smith, Patriot, Ohio 45658
rude behaviour and horrible service
I booked a car from Enterprise.com for long new year weekend. I went to Perimeter loop road Dublin branch to get the car. This is not the first time I am getting the car from enterprise. Before this incident I got the car from them 6-7 times. Everytime I take the car, my car insurance (Geico) and my citi visa credit card takes care about the rental insurance (liability). I did this thing many times.
Now when I went to this branch, they didnt greeted me properly. They were very rude. They were forcing me to take their insurance. I told them that eveytime in past my credit card and geico takes care about the insurance.in past I made Enterprise employees to speak with geico/credit card regarding insurance. And every time I was in good shape and was able to rent a car from sawmill, dublin, oh branch and N high street columbus, oh branch.
So I thought probably it depends on branch to approve insurance other than eneterprise. I asked sawmill branch contact no. I booked the car.
After leaving from perimeter loop road branch, the manager talked to sawmill branch employee and told him to not give a car to me without taking insurance from enterprise.
I dont understand. I took car from sawmill branch many times having insurance which is covered by Credit card/geico. And suddenly now they were behaving very rudely. Unfortunately, I went to the trip on my personal car..
Behaviour of staff at perimeter loop road branch was very rude and those people call to sawmill branch to not give me a car without enterprise insurance, though my credit card and geico was covering it.
The complaint has been investigated and resolved to the customer’s satisfaction.
almost the same thing happen to me when i returned the car to the branch on 64st and 6av brooklyn ny, when they charge me extra $30 for 24h. i tried to explain that the agreement was less when i first rented the vehicle from different branch. they asked me to call them to fix the problem with rude language. and also the manager was the rudest guy i've ever seen in rental car company. when i talked to friends of mine they told they had same experience with this manager when he was serving in coney island av branch. [protected]
My wife and I went to the Enterprise branch office in Athens, Ohio where the staff there were not helpful, rude and service was not good. We won't go there for the service again.
1) On Sept. 13 2010, when my wife whispered with me privately in dialect, the staff was rude and said that she didn't speak the dialect but only English.
2) The staff, when returning our car, told us the company policies that were not told to us when we rent the car. But the staff said that rules are rules and she had to follow up the rules. It was like that they knew the rules, didn't tell customer when renting a car, but charged the customers using the rules when returning the car.
3) we rent the car for 2 weeks. When we returned the car at 7pm of Friday, the office was closed due to weekend and the office would be open at 8am of next Monday morning. When we returned the car, we were told that we were charged with 3 additional days' rental, because of the office closure during weekend, even when a customer returned the car during weekend by slipping the car key to the office box. That's the company's policy. -- for this policy, we didn't complain about the staff though their service was bad.
The policy was set in such a way that no matter when a customer returns a car during weekend, the customer will be charged by 3 additional days' rental fees, even though the customer didn't drive the car at all. --- this is the Enterprise policy that exploits customer.
A piece of suggestion to other customers: if you have a choice, don't rent car from Enterprise.
Michael
Replied
horrible process, horrible results
I worked for Enterprise Rent-a-Car for three years (also crooks) and one of their airport shuttle buses took the entire side of my BMW off while it was parked. Enterprise took it to Maaco behind my back and had Maaco repair it. When I got the car back, my driver's side map pocket kept filling with water (2-3 inches) every time it rained! I have a convertible, so they tried to blame it on my top! I told them the car has 28, 000 miles on it and the top wasn't leaking before it went there! I must be dumb b/c I'm a female, I suppose! They told me to bring it back and I did. They had the car for A WEEK!... couldn't figure it out! I picked up my car again. Now, not only was my car still filling with water, but the driver's door didn't even shut right! It's misaligned and it takes 300 lbs of force to open it! I was the one who had to call BMW and find out that there is a part that directs water down the door and out the bottom holes in the door. I called Maaco back and told them to come back and pick up the car and check to see if they actually replaced the piece in the door that directs the water down. OF COURSE THEY DIDN'T!... but the FEMALE had to tell them that! So, they finally fixed the seal in the door panel, after driving my car and having my leg wet a dozen times by the water in the door! Now, the door still doesn't shut right! They are atrocious! I WOULD NOT RECOMMEND ANYONE GO THERE!
The complaint has been investigated and resolved to the customer's satisfaction.
- Elizabeth with Enterprise Rent-A-Car
Email me at care[at]enterprise.com with your full name, contact information and the rental agreement number.
Please list incident # 100401-004076 in the subject line of your email.
- Elizabeth with Enterprise Rent-A-Car
Email me at care[at]enterprise.com with your full name, contact information, dates and times of rental, exact rental location and the rental agreement number.
Please list incident # 100401-004019 in the subject line of your email.
- Elizabeth with Enterprise Rent-A-Car
I rent a car last week on may 25 2017 and I returned later, and I forget a remote of my house garage in it I called the next day to see if its possible to get it back unfortunately after calling more than four times and trying to get theirs corporate office involved in the replay was that they told their officer they had contacted the next costumer who rented the same vehicul after me, but to me they said the cant absolutely contact the customer, on the other hand they have on cabinet as their lost and found that looks like a dumpster, everything in there was moldy an unorganized, no wonder they can't find the costumers lost items . My point is (what a shame no one cares )
We rented a car from Enterprise at Miami airport. We asked for lowest insurance. They told us it will be $99, total. Next they when we were looking to our bank accounts, we figured out that they charged us 200 for insurance.
We have been calling them. At first they told us their manager will call us in an hour and a half. Of course no one called. Now, they don't even answer our phone calls. What kind of company is this? What kind of customer service?
Don't ever rent a car from them. This is my second time, second failure!
i reserved a car on my computer, when i got there they didnt have my car.they decided to drive me to another of there lots.when i tried to get up in the van i hurt my right leg.the injury cost me 1200 their adjuster said their not liable.i was injured a second time the same way, this time it cost me 35000.im 61 and walk with a cane i rented from them every weekend cause my engine blewout.if they pick you up be careful, if you reserved the car for 8am and they get you at 845 and get you to the office at 9 and you leave with the car at915 they wont change the reserve time.causing you to be late when you bring the car back
My First car rental experience was by far the worst for me and my husband. The employees really seem to go out of their way to get you into a rental, pick you up drop you off make you the best offers possible. but when it comes to closing out your claims with them...make sure your insurance is on top of the payment...Enterprise will require you to supply a credit card because of "procedures". They will credit yo0ur account for a balance without notifing you. And when confronted they will inform you that it is between you and your insurance there is nothing they can do anymore. And keep an eye open for unknown charges and to be more specific...Eric and Joel will stick it to you ...my account was debited $265.00 in three separate transactions...
After renting a car from this site for two weeks, I returned the vehicle but forgot to retrieve my digital camera, which still had a memory card in it containing family photos from the holidays. I phoned the next business day and was told that the car had been inspected but the camera was not found. However, I'm certain that I left the camera in the middle console of the car. I am very disappointed that the rental agency's employee(s) who found the camera was not honest enough to return it.
I worked for Enterprise Rent-a-Car for three years (also crooks) and one of their airport shuttle buses took the entire side of my BMW off while it was parked. Enterprise took it to Maaco behind my back and had Maaco repair it. When I got the car back, my driver’s side map pocket kept filling with water (2-3 inches) every time it rained!
I have a convertible, so they tried to blame it on my top! I told them the car has 28, 000 miles on it and the top wasn’t leaking before it went there! I must be dumb b/c I’m a female, I suppose! They told me to bring it back and I did.
They had the car for a week couldn’t figure it out! I picked up my car again. Now, not only was my car still filling with water, but the driver’s door didn’t even shut right! It’s misaligned and it takes 300 lbs of force to open it! I was the one who had to call BMW and find out that there is a part that directs water down the door and out the bottom holes in the door.
I called Maaco back and told them to come back and pick up the car and check to see if they actually replaced the piece in the door that directs the water down. Of course they didn’t but the female had to tell them that! So, they finally fixed the seal in the door panel, after driving my car and having my leg wet a dozen times by the water in the door!
Now, the door still doesn’t shut right! They are atrocious! I would not recommend anyone go there.
On february 27, 2017, I rented a car from enterprise car rental at the abe airport in allentown, pennsylvania, to drive to harrisburg international airport to get my car after a cancelled flight. According to google, this trip is 93.3 miles and takes one hour and thirty two minutes to drive. I drove the 93.3 miles, in one hour and twenty seven minutes, according to the checkin receipt I received from enterprise/national. I do not stop, I did not leave the vehicle and drove straight through as evidenced by my receipt. The attendant checked in the rental car. End of story. Not so! A week later I received a letter from national car rental stating that I had caused a scratch on the hood of the car worth $610.00. Absolutely impossible. I never left the car during the entire hour and twenty seven minute rental.
I rented a car memorial weekend on may 22, 09. Since they were closed monday (Memorial day) they told me the car wasn't due back until tuesday may 26th. I actually returned the car thursday night may 28th, to their rental lot and left the keys with it. I put a deposit of $200 down, of which they have already taken out my account. Fine if they took the whole $200, since I did keep the car an extra 2 days. Enterprise called me june 1st on a monday and tell me "they just noticed the car siting in their parking lot." they tell me it was damage done to the passenger car door, in which there was no damage done to this car when I returned it thursday night. From thursday night until monday morning, the rental car was sitting in their lot unnoticed for 4 days. The lot can only fit up to maybe 5 or 6 cars @ a time, anything could have happened. Now they want me to pay for damage done, and even had the audacity to charge my acct of $313. And some change. How negligant can these people be? Are the f*cking serious. Im already out of $500. And now im paying for their negligence, because they dont keep count on their vehicles...
I had made an online reservation with enterprise car rental at laguardia airport a good two weeks before july 18, 2017... Confirmation # rzlww6. I was to pick up a mini van at 11am that day. When I arrived, a manager solemnly informed me that there were no cars available and that the 20+ people waiting are on a first come first serve basis to rent a car. I would need to wait at least 2 hours and there were no guarantees that a mini van would become available.
I protested that I had a family of 7 relying on this two week old reservation. He said that priority was being given to those arriving by plane flight and did I have a flight reservation. Of course no application that I filled online, that I may reserve the mini van, asked me to include any plane flight number or otherwise. You see, I live close by laguardia airport.
So there was no mini van that crucial time for us. Enterprise displayed no honor in fulfilling the reservation obligation. Now the manager at laguardia became upset and even invited me outside when I volunteered to expound on the likely cause for this mix-up. Why would any company risk nullifying an understanding with a customer if it wasn't that it could profit more by it?, I elucidated. He said "no, no, no... That wasn't it!" I explained that I understood... You know, supply and demand. There were 20+ people waiting for a car... At a much higher price than what I had reserved it for, i'm sure. And so, while I did arrive on time for the pick up, there was no car there for me, I would have to wait and see... No guarantee. The manager even threaten to call the police on me now that he had invited me outside to talk, like he said, "man to man". A real enterprise hero, he is.
Well, let it be said that enterprise didn't disrupt our whole day completely, since we managed to scrounge around among family and friends, inconveniencing them, but true to the good people that they are, we managed to save the day despite enterprise car rental. I'm sure that enterprise swindled mucho money, preying on those poor people awaiting to rent a car, that day that enterprise car rental reneged on my reservation. Good bye enterprise, I shall spread the word.
I wish enterprise success in another world.
Confirmation #: rqlww6
I had a similar issue with enterprise, and took them to small claims court to get my deductible back. From this I uncovered that if you return the car after hours, or to a satellite location than you are responsible for the vehicle until they check it in, which could be anytime (even a month!). I'm interested connecting with other folks who had similar issues to talk about legal rights. If you'd like to learn more about taking some legal action, please contact me at enterpriseclaims@hotmail.com (not associated with Enterprise, just don't want to give out my personal e-mail). Hope to hear from anyone soon.
unethical practices
If you are offered the opportunity to be picked - up at the body repair shop by Enterprise, think twice or decline the offer. Enterprise strongly encourages ALL of its employees into "upgrading" insurance customers above and beyond over what the customer/insurance company is willing to pay. They can have 5 small cars and 1 SUV, and they will lie and tell you that those 5 small cars need LOFR (code: oil change) or that they are not safe, need cleaning, they'll tell you whatever it takes to get you into the SUV to ensure that you'll drive away in an SUV you probably didn't want to in the first place. Buyers beware. The other practice, if you're African-American, Black, Latino, Female, or a Foreigner... let’s just say non-white... you will get reamed at the counter if you don't have a reservation and the there have been instances where if you do walk in with a printed reservation and the rate is less than $19.00 it will be dishonored - excuse: "Oh that car was rented earlier, but for a $5 upgrade we can get you into a Chevy Cobalt (Same Car)" Oh and lastly let’s talk about the weekend special. On weekends ERAC will raise the rate on a vehicle (Economy size-car up to Full size Car) so when they discount 50% of the rate it will be around the same price you would have paid anyway throughout the week. The whole purpose for this discount is to get cars off the lot so they don't sit there on Sunday not generating income... it has nothing to do with saving the customer anything. I can tell you about old women in their 80's being taken advantage off and being charged $79.99/day plus $38.00 worth of additional coverage for a Dodge Charger, normally a $49.99 or less vehicle. When you bring these points up to management, they just shrug it off and tell you that you're selling value to your customer and that you tell them what they want to drive. The VP for this group is Donnel Henry @[protected]. If you have any concerns about ERAC direct them to him, he should be able to get you resolution.
The complaint has been investigated and resolved to the customer’s satisfaction.
misleading, smoking policy, pick up,& drop off time
Hello,
First I like to say I have not seen a company that just does not give a care in the world about the consumer than Enterprise rental car My first complaint is, I set this reservation up on the internet. the time of pick up would be at 3:00 pm, by there time stamp on the contract I arrived at 2:58 pm. The time of drop off I put in would be at 3:30 pm. Bear in mind this is also what is stated in the contract agreement. As I arrived at the airport to drop the car off. Enterprise employee came over to inspect the car for damages (No damages) then she sits in the car to get the millage. When she comes out of the car she looks at me and said, she smells cigarette smoke I told her the person in the back seat lit a cigarette, my colleague along myself told him this was a non smoking Vehicle, he immediately put it out. She leaves and comes back with her manager she sits in the car and says the same. looks at me without hesitating you have to pay a cleaning fee of $100.00. I was shocked I told her I rent from Enterprise in Woburn Massachusettes abundance of times never had this problem check the record on the computer she refused to listen to me I asked for her full name she refused to give it to me (she is the manager) I have no say what so ever. She comes back to me with the new rental price that I owed. it started at $204.50 now I oweed $342.31. Remember that time 2:58pm well she state I pick the car up earlier than 3:00pm and after arguing with her for fortyfive minutes at the drop off at which time it becomes 4:30pm she charges me 2hrs more even though it would be 1hr over the original time. This has put a bitter taste in my mouth with this company I WILL NEVER USE ENTERPRISE AS MY SUBSTITUTE TRANSPORTATION AGAIN. Owe I tried to speak to corporate about this I get reffered back to this manager.
The complaint has been investigated and resolved to the customer’s satisfaction.
I too was charged $150.00 for what they claim "smelled like smoke" I never smoked in the truck. They have your credit card and charge you for lost revenue. The Enterprise in Cedar City Utah never had the car you reserve and if you need a pick up truck you get a SUV but you can't charge them for lost revenue and when you have to sit there for 2 hour's waiting for a car you had reserved for 9:00 am and it's not ready until 11:00 am you can't charge them for lost revenue.
I too was charged $100 smoking fee even though nobody smoked in the car. There may have been people smoking near the car with the window open and the smell was still there when the car was returned. I wanted to know just what kind of cleaning was done that warrents a $100 charge. When I called the company to ask, I was put on hold and after 5 minutes I was cut off. I think this is very unfair to the customer because the charge is based on the judgement of whoever receives the vehicle. In my case, I was notified by mail that I owed the $100 plus tax. When I returned the car and the odometer was checked, the employee said nothing about smelling smoke in the car. I think it's a scam to get more money out of customers. I would not use Enterprise again.
no receipt/dirty cars
I had an accident and had my vehicle towed to a combination Advance Collision Repair/Enterprise Care Rental. USAgengies paid only $15.00/day and I had to pay the remainder. I somehow had the impression that my portion was to be about $18.00/day. I'm not really sure what to say other than I'm not sure about what the car really cost me. Initially, I was given a Ford Edge, a decent vehicle, but not good on gas mileage. It was really dirty and the seats stained. Imagine, only about 33, 000 miles. When I went to pay additional money, a young man gave me a lower price and my cost would be about $11.00/day. A few days later, the girl called me and said that Enterprise was pulling this car from the fleet, so I returned it and was provided with a Kia at the same cost that the young man charged me for the Ford. It also was very dirty! I went over the 30 days that the insurance company would allow and as it was the Labor Day Weekend, I kept the vehicle so I could do laundry and grocery shopping (no one to assist me). When I did turn the car in, I never received a receipt for the period I had the two vehicles showing the insurance portion and my portion. I really feel I was overcharged. The young man I mentioned had given me a receipt only for the deposits that I had given them. My money seemed to have been consumed very quickly. The company has no printed information regarding their prices. It seems like they just make them up as they go.
My vehicle still wasn't repaired yet. That's another complaint but with USAgencies. So, I went without a car and walked to work and was able to get one or two co-workers to assit me. When I had to go to New Orleans to see a surgeon for a procedure, I rented another vehicle from Enterprise. I gave them a $300 deposit and had the car for six days. I've looked at the paper and I truly believe I was over charged as when I returned the vehicle, I was credited only $8.62. The car was a PT Cruiser. You guessed it! It was filty!
Well, I certainly hope the younger folks today learn how to not have these companies take advantage of them. There are a lot of millionaires in America, but I'm not one of them!
Apparently, Enterprise knows little about infection control and does not ever clean and sanitize their vehicles between renters. That's really a shame to rent such filty vehicles. I'm a nurse and very aware of the infections passed from one person to another. MRSA (Methicillin-resistant Staphylococcus aureus) is everywhere in the community. Enterprise, as well as all car rental companies should become more aware of cleanliness of their vehicles and infection control. After all FLU SEASON IS HERE!
Replied
bad service... charged my for what didn't do
I needed a spare car for the last weekend, then I used the 9.99 weekend special to make a reservation from one of your location, 21118 ventura blvd, woodland, hills, ca [protected]. I have been to this location for about 40-50 times for the past two years, and haven’t got any bad experience so far. People at this place always telling me that they do not care...
Replied
invalid insurance claim
In August I had an uninsured driver damage two of my vehicles in front of my house while we were sleeping. I filed claim with my insurance company next day and was advised to take it to their concierge repair service as it had lifetime warranty and free loaner vehicle from an onsite Enterprise rent a car.
I arrived just minutes before closing time and the onsite rental agent was anxious to get me out of there. I had a choice between a tiny Kia or a tiny Chevy Cobalt (Black). He did the paperwork, and I signed and then he opened the door for me and I got in (and it was dirty like it had just been returned). I hopped in and my wife drove off and I followed in the loaner car.
I noticed the next day or so that the car's lighter and accesory power outlet did not function and decided to take it back to the rental place to swap it. Also, it was not the standard size vehicle I was alloted by my insurance company. When I went to swap it, the check in agent noticed some hail dings on the car and advised me that he was obligated to write this up or he could get in trouble. I told him that was fine but that
it had not rained or hailed in my area for the 3-4 days I had the vehicle. He said he knew that and he wrote the paperwork up. I signed it but also wrote on the papers that the damage was not during the few days I had it as it had not rained or hailed in my area. He said that the original agent was probably going to be written up for not going over the car with me on a walk a round.
Two weeks later I receive a letter from Enterprise damage recovery unit saying they had not received information from my insurance company regarding a claim to fix the damage. I replied to the number listed and told them they would not get anything from my insurance company as I had not done anything to the vehicle. The adviser told me (after laughing at my insurance loss) the best thing was just to wait and let things take their course.
Well, three weeks later I have now received another letter, but this time it states that they are trying to reach me to see if I have contacted my insurance company to settle the claim of $1912.00 for hail damage repair. I immediately called and got another guy (Gregory from Tulsa, OK) with damage recovery. I tried to
explain to him again that this was impossible as there had been no bad weather in the area for that time frame. He told me basically that they would have to call the local rental facility and talk to them. I asked them why they had not done that already in the previous three weeks, He really had no answer other than to tell me that it was now assigned to an investigator and they would be contacting me. I was very upset and find this unacceptable, but he just rudely told me, "I have listened to you, you made your point and I have made my point". I got off the line and called the local agency in Plano Tx (branch manager name is Kyle) and all I got from him was "I'm sorry, I only rent the cars" Yea, that's right, they just rent them out with existing damage and do not do their proper job of making sure they are renting a suitable vehicle. The vehicle I swapped for, even had a broken gas cap!, Now last time I checked, the rental company puts gas in a car or checks it before they rent it out, therefore proving that they didn't check yet another vehicle.
Ironic, I end up in an Enterprise rental car because my other cars get damaged and then I find myself now fighting an obstinate idiotic company that apparently does not realize that a happy customer can give them more business than an aggravated, lied to, and mislead, disgruntled one that they try to stiff for one of the employee's mistakes. MY ADVICE : AVOID ENTERPRISE RENTAL CAR AT ALL COSTS> I WILL NEVER RENT A CAR FROM THEM EVEN IF I HAVE TO PAY TWICE AS MUCH SOMEWHERE ELSE> It just isn't worth it. If anyone hasny real advice on how I might dispute this or an actual number for someone at Enterprise who can help me, please feel free to email me at [protected]@tx. rr.com and put enterprise in the subject line,, Thanks
The complaint has been investigated and resolved to the customer's satisfaction.
We’ve taken note of your comments and would like look into this for you. Please send us a detailed email to care@enterprise.com including the exact rental location information, your contact information, your rental agreement or reservation number and any further information regarding your experience with us.
When emailing, please list Reference Number 131009-001038 in the subject line. We look forward to hearing from you.
Regards,
Carol
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Enterprise Rent-A-Car
Hi, I went to visit US from Canada last year and went through Chicago where throughout there was a construction and the toll booths doesn't take credit cards. I did collected the form from the toll operator and submitted it online when I came back to Canada. Now I am getting a letter from enterprise saying i didn't pay a toll and they will charge me $17. I called the number provided for violations but no one responded till now. This is totally unacceptable and I want someone to take some action immediately.
Nik
Absolutely avoid them, they are the thieves, similar story.
simply awful
Back in June 2005 we had the bad storms well branches 17-21 feet 1 1/2 to 2 feet in Diameter. hit my vehicle at the time I had progressive insurance. My vehicle was flat bedded aganist my wishes to there service repair facility known as Jack Demmer Ford. My vehicle was flat bedded home to my mechnics the sensors had to be turned off (oxygen 4) Jack Demmer wanted to charge me $250. oo per sensor you have 4. My mwechanics called me and said you may want to come see your car. MY windshield was left un sealed the trim along windshield gone. The mirrors are I don't know what by not my 'CONTOUR SE SPORTS' mirrors they put used Mystique panels I believe on my parts. and generic parts also my side trim was glued back on that is falling off. the paint is chip and peeling and scratched. therer is a foot print in the side that was not there a cooler with empty beer cans in my trunk, extra mileage on my vehicle and they destroyed the electrical on main fdriver door sometimes the window works sometimmes it doesn't. They stop payment on a check and I went through the whole coperate office, contacted Jack Demmer and they could of car less I called the day I saw my vehicle and it took an investigator 21 days to showew up and he knew they screwed up I have the paper work. The guy at Jack Demmer covered his but saying muy car was dirty okay. that was for his beer drinking and cigarettes burns. My carpet is now destroyed from the windows and electrical not working. I have a spine injury in 6 places. This cars lights go on and off I do not feel safe with my kids 3, 15, 16, 19. They have turned my car that gets me to the doctor and store into ah hifdeous mess. Also they damaged (bent) the frame on the left side. My car was returned with a broken strut and ball and spring left side. Thank-you Jack Demmer. I am on afixed income this car was to be traded for a used SUV due to my spinal injuries, crushed pelvis, spinal nueropathy sadiac nerve damage. I have to depend on my assistance to get to the Hospital. We will call this vehicle CONJAP WAS I JapCONNED SE by the service center let BILL FORD KNOW I WILL NEVER PURCHASRE A FORD AGAIN IT'S NOT THE CARS ITS THE CRAPPY SERVICE CENTERS AND THANKS FOR TAKING MY VEHICLE AND INDEPENDECE AS A DISABLED PERSON AWAY FROM ME.
The complaint has been investigated and resolved to the customer’s satisfaction.
scam
A few weeks after my car accident where I was hit practically head on, car totalled, arm broken, chest contusions, and other bodily injury, I went into Boca Raton, Fl Enterprise Rent-A-Car to rent a car until I could purchase a new one. My car insurance only covers Enterprise so to save money my choices were limited. Being summertime in South Florida, it was about to storm and the sky was very dark. The salesman and I looked over the car (a PT Cruiser) and I drove off. 6 days later I returned the car to the Pompany location - near to where I just purchased my new car. It was a sunny day and I walked in with my arm in a red cast to return the vehicle. The salesman said there were dents on the hood. I walked out and looked at it but saw nothing. After standing on the top step and tilting my head to the left, I noticed 3 minute indentations. I drove the car about 3 times and did not park under anything that would have fallen on it, nor was there a hail storm during those 6 days. It was simply the angle and the sun that showed these marks. I tried to immediately call the Loss Control Administrator who never returned my calls. One month later, I receive a bill for $320.60 to repair these damages. My lawyer contacted this woman who never returned his calls. After several phone calls she rudely explained that she would be sending this to collections. My lawyer asked to speak to her supervisor. A day later, I receive an unprofessional sounding later stating that, "since I chose to ignore this situation" (I'm not sure of her meaning of ignore?) she is sending this matter to collections, etc. I sent a certified letter, return receipt to Andrew Taylor the CEO of the Corporate office in St. Louis, MO. This letter was never accepted, the post office indicated to me. I called Donald Ross, the Vice President several times and left messages on his voicemail. He also never responded. This unprofessional attitude of IGNORING consumer complaints needs to be addressed in the media so it doesn't happen again. I refuse to pay this money.
The complaint has been investigated and resolved to the customer’s satisfaction.
I had to rent a car from Enterprise Rent A Car and was told to buy "additional" insurance because I would be responsible for any damage done to the car whether or not it was my fault. The "manager trainee" also told me by taking out this insurance and if something happened to the car, my insurance company would not be notified and I would be in the free and clear. It is an extra $13.99 a day for this "coverage'. So I called my insurance company and they told me it was a scam, that all I had to do was request a "Loss of Use" provision on my policy for the time I was using the rental and anything type of scratch or accident would be covered- and that what Enterprise told me is false. by law they have to notify your insurance company and you have to notify the DMV like any other accident. Lesson learned: DO NOT TAKE THIS SO-CALLED INSURANCE OUT.. it is just another way to get money out of you... Isn't there any good hearted and truthful companies anymore? What ever happened to quality customer service? I will never rent from Enterprise again knowing they are just out to fleece the public!
I just returned a rental from Enterprise, Framingham, MA location, after we agreed on a rental totaling for the amount of $316.00. I had paid $300.00 and owed them the remaining balance. When I called them the following morning, they informed me that instead of $16.00, I owed them $16.00 plus an additional $735.00, since the fee had changed. The person that did all my paper work was very rude and didn't want to spend his time talking to me. His name is Andrew, very rude, very unconsiderate and very tricky.
Interprise will have to take me to court, but I refuse to pay the amount they are trying to illegally impose on me.
Suppose u rent a car and it get damage regardless of fault, if that car goes to a collision facility to be fixed for 2 weeks, the renter is still responsible for that time until the car get fixed...i used to work at collision 1, most insurance company if not all do not cover that...also u r still responsible to pay ur deductible up in front whenever a claim is submited to ur ins company, not to mention it will be on ur record and they will raise or cancel ur premium. So for them to tell u your covered and it's a scam that is incorrect my friend. Try to make a claim and see what will happen and what's ur out of pocket expense.
well, whether or not you are covered depends on the state you are renting the vehicle in. As for a "loss of use" provision, the only time I have heard of something like that is in reference to if your personal vehicle has been in an accident, and the insurance company will pay money towards the rental cost. You need to get in in writing from your insurance company if it is something other than that.
200.00 hold from credit card
On September 1st, 2009, I turn in my vehicle in for repairs at wade #1 in Waco, TX; I was authorized by State Farm insurance company claims department to take a rental vehicle from enterprise while repairs were done to my vehicle. I was asked to live a deposit of $50.00 for a car rental, which I did with a credit card.
I returned the vehicle on September 3rd, 2009 and I was then informed by the enterprise agent that a $200. 00 hold had been placed on my credit card. Of course this was done without prior knowledge and without my consent.
The complaint has been investigated and resolved to the customer’s satisfaction.
Enterprise Rent-A-Car Reviews 0
About Enterprise Rent-A-Car
Enterprise Rent-A-Car is known for its exceptional customer service and its commitment to providing affordable and reliable transportation solutions to its customers. The company offers a wide range of vehicles, including cars, trucks, and vans, to meet the needs of both personal and business travelers. Whether you need a car for a weekend getaway or a van for a cross-country road trip, Enterprise has you covered.
One of the unique features of Enterprise Rent-A-Car is its "We'll Pick You Up" service. This service allows customers to be picked up and taken to the rental location, making the rental process more convenient and hassle-free. Additionally, Enterprise offers a variety of rental options, including one-way rentals, long-term rentals, and even luxury car rentals.
Enterprise Rent-A-Car is also committed to sustainability and has implemented several initiatives to reduce its environmental impact. The company has a fleet of fuel-efficient vehicles and has implemented a paperless rental process to reduce waste. Additionally, Enterprise has partnered with organizations like the Arbor Day Foundation to plant trees and promote sustainable practices.
Overall, Enterprise Rent-A-Car is a reliable and customer-focused car rental company that offers a wide range of vehicles and rental options. With its commitment to sustainability and exceptional customer service, Enterprise is a top choice for travelers around the world.
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Enterprise Rent-A-Car address600 Corporate Park Drive, Saint Louis, Florida, 63105, United States
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What is it with South Florida's Enterprise Car Rental? I had a similar situation this week with Enterprise of Pompano Beach on South Federal Hwy. and NO ONE WOULD RETURN MY CALLS! Nasty attitude from manager and assistant manager, too! The assistant manager told me, after asking that I receive an answer to my problem by the end of the day, "DON'T TELL ME HOW TO DO MY JOB!" and hung up on me.
Enterprise needs to step it up with customer service! I plan to make it a mission to tell everyone to STAY CLEAR OF ENTERPRISE CAR RENTAL!