Enterprise Rent-A-Car
Reviews and Complaints

I had booked a reservation with Enterprise at El Paso International Airport. my flight left Denver at 11pm due to a delay cause of weather. I called enterprise 3 times through the day on 7/21 to make sure someone will be there to pick up a vehicle. They all told me the same thing that “someone will be there two hours after their posted closing time to accommodate for delays”. We landed at 12:15am walked to the garage, and nobody was there. I called and they said there was nothing that they couldnt do anymore, I asked for assistance with Uber because I live an hour and 30 mins away from El Paso international airport. They said no and there was no supervisor to help me with my situation to call back in the morning when they open. They left me and my toddler stranded with no way to get home. I had to pay $125 for and Uber just to get us home

Upon arriving to pickup my vehicle with my corporate account, I was made aware of an issue that was only at the hands of the previous associates at the branch. The manager accused me of fraud and made it clear he is not comfortable renting to me and even referred me to Hertz. Problem still not solved as no one is helping. I have called multiple numbers.

The details of our recent experience in a rental at your location at 4298 Kipling Street in Wheat Ridge, CO.

My wife recently was involved in an accident (not at fault) where her car sustained significant damage. We were directed to enterprise for a rental while her car was being repaired as they are who Liberty Mutual Insurance companies use for car rentals.

Fast froward a few weeks. We received notice from Enterprise on May 25th that the insurer of the at fault driver was only going to pay for the rental through that day even though her car was not yet done. She said she would reach out to our insurer to see if they would pick it up. Shortly after that she got a call that her car was ready except for a couple of trim pieces that she could get installed when they come in. My wife called Enterprise and spoke to an agent and said she would drop the car off and get her car back. The employee told her that she could just leave the car at Caliber Collision Center, and it would no longer be her responsibility. My wife did as she was told and left the car at Caliber on May 25th.

A week later she got a call from Enterprise saying that there was hail damage to the car that she was responsible for. During the call my wife made it clear that the car was not damaged by hail while in our possession. The one time at work she thought it might hail, she moved it to a covered location so it would be protected. That hail did not occur. At home, the car was in the garage when not in use for the entirety of the rental. All other times it was in close proximity to my wife.

When we received notification of the claim, the employyee stated in his report that my wife said the damage occurred at work, which she did not. The date of the incident is reported as June 1. This leads me to believe the car was not picked up for 6 days after she dropped it off. My wife attempted to reach Enterpise because she had concerns about his report, but there was no response.

She then contacted the Damage Recovery unit referenced in the letter, which was in itself a fiasco. After a long hold, they transferred her to customer care where she held for 10 minutes and was disconnected. She called again, again was put on hold and transferred and put on hold again and finally connected. She explained the situation and the representative said they would do an investigation and get back to us in 2 weeks.

We received the attached resolution in form of a billing on Thursday of last week. All it states is:

‘Our review indicates that you are responsible for the damages to our vehicle.

Enclosed please find documentation to support our claim. Please review this information and remit payment in full to the address above. Please include our claim number on your payment. If you prefer you may also pay the amount due using a debit card, credit card or directly from your bank account…’

The enclosed documentation supporting the claim is an itemized bill and photos.

I have no doubt that the vehicle was damaged, but seeing the damage in the photos I can tell you with absolute certainty that the documented damage did not occur when the car was in our custody. It is unfortunate that we didn’t return the car to the rental office as this would never have occurred.

What I do know is that when we returned the car on May 25th, the only damage was a scratch on the hood which was documented when we got the car. What may have occurred between the 25th and June 1st is any one’s guess, but if you are going to have an arrangement where the car is left in the care of a third party, you should have someone at that third party review the car’s condition at check in.

I rented a vehicle on July 13, 2023 from the branch in Greenbrook, NJ. The only reason I rented this vehicle is because my vehicle was being serviced. So I accepted the vehicle and proceeded to my place of work. Once I began driving on the highway there was an annoying sound coming from the muffler. I immediately called the Greenbrook branch and asked if I could exchange this vehicle at a different branch? The young lady stated that I would be able to change this vehicle at any branch. Now, I proceeded to the Washington street branch in Newark, NJ. At this branch they assisted me with a Chevy Malibu. The vehicle was to my liking.

However, Friday morning I had an emergency situation and had to drive to North Carolina because my step mother died. Once I arrived without any issues, I parked the vehicle. The next morning I tried to start the vehicle and nothing happened but a continuous ticking noise. I called roadside assistance and the tow truck driver jumped the vehicle. He instructed me to change the vehicle immediately. I drove to the nearest location which was 5401 Hillsborough St. in Raleigh, NC. The agent explained to me that he doesn't have any vehicle available at this time. The better location would the RDU airport. So once I arrived there, I met with one of the manager's Ben. He stated that he had no vehicles avilable to give me. He turned the vehicle on and off and stated the problem should be resolved. He never gave me a replacement. Fast forward to July 18th, I went to the supermarket and once | returned to the vehicle again and it wouldn't start. Someone in the parking lot gave me another jump and I proceed back home. The enterprise agent is sending me a tow for the Chevy Malibu. I am just trying to obtain a new vehicle so I can return to Jersey. Also the roadside assist guy Dale hung up on me and the staff was just rude. I was not a priority in the situation.

So I rented a car from Enterprise in Worcester Massachusetts for one day from July 25 at 10am to July 16 10am. I had points to pay for the rental aside from the insurance and deposit of 300$ (even though I used a credit card) Now in full disclosure I do smoke cigarettes. But I do not smoke in my home and never in a rental car. I'm a single mom of four daughters and I don't have money like that. So I have rented quite a few times from this Enterprise and never once have I been charged smoking cleaning fee with that being said I'm sure he smelled smoke on me when I went to rent the car and he looked at me and said you know if you smoke in the car it's a $250 cleaning fee I said I know I drove two of my daughters and my one year old granddaughter to an amusement park that's why I rented the car so I most certainly did not smoke in it not only that every time I return a rental car I vacuum I wipe everything down I spray the seats with febreze I send it back better than the way I got it every single time and like I said never has this happen to me before and I've been smoking for 25 years also it's really funny how the first time ever that I used points to pay for my rental I get hit with a fee and I returned it after hours and got hit with a fee there's something real shady going on here I already took it up with my credit card company I'm not dealing with this.would like my money back. I would never jeopardize $300 of my hard-earned money to smoke a cigarette while driving.I don't even smoke in my home so...Also I'd like to see the proof that I smoked I dropped it off after hours all of a sudden the next morning they're calling me telling me they're charging me that fee that's not okay and apparently they sent it off to be cleaned without even showing it to me or anything.

I have been with Enterprise for years now. I just thought to help with cost and sponsorship is to sign an agreement with only Ford. I'm just a customer but, they can sponsor you through the dealership and maybe cut cost as of percentage in only using Ford vehicle's. See I love Ford vehicles and I love Enterprise. I thought maybe best of both worlds. What do you think...

I rented a car in April 2023. I was driving on a road in South Carolina and ran over a huge pot hole which caused a flat tire. I returned the vehicle and later was contacted from the damage recovery unit. Kaniya Gray was the representative. I contacted the dept. of transportation in South Carolina and they said they would cover the claim. I sent Kaniya the picture of the pot hole, the road and state it was on, the website to file with the state, the date it was, the phone number and the info needed to file. I had also told her I would be glad to file the claim myself nut needed a copy of the vehicle registration. I sent this info to her 4 times. I asked her for a print out of the charges and asked her to follow up with me on the progress of the claim. I never got a call from her to fix this claim. I only got a letter demanding payment or she would send me to collections. I have been trying to resolve this matter and have done everything I can but she will not help me even a little. I know this could have been resolved very fast and easy if she would have helped just a little bit. What can I do know. [protected]@yahoo.com Thank you ! claim [protected]

Firstly, that is not my fault. Before I arrived at the location to pick up my rental car, I saw that the rear bumper had some damage done to it. I asked the employee at that time that there is a damaged on the bumper; but he told me and I quote "do not worry because it is fine because he had already taken the necessary pictures and have uploaded it into the system for management". Because I trusted him, I just took my car and drove off.

When the time came for me to return my vehicle, I dropped it off at the location; the employee inspected the vehicle and told me that I was good to go. I gave him his car keys then went my way.

Fast forward to now, I just received a mail stating that I have to make a payment of $2800 approximately because I have caused damages to the rental car I took. I do not know why they sent me this huge bill because the employee at that time verified that everything was good before I left so why is it that now I have to pay for that amount if your representative told me that I am good to go. So it is either your employee is incompetent or you are running a rental scam business. This makes no sense

On 7/5/23 I reached out to customer service regarding my rental agreement. The agreement was for $55.31 but I was charged $114.06 because of a roadside assistance call . When I spoke with a representative, I share with her that the roadside chargers were unfair because the car automatically locked on its own when the keys were in the front seat. After doing some research on the Toyota sedan, I found several articles saying that this was a problem with this model car. As of today (7/11/23) I have not heard back from Enterprise and the online system for filing a complaint is not working properly. My next move will be filing a complaint with my bank to have the charges removed.

I booked a vehicle and got a confirmation email, my time was at 9.00 am 17 june, when I went there I was told that they didn’t have any available vehicle. and talked to the care. and they told me the district manager would contact with me. It’s been a month and no one contacted or apologizes from the district manager. I had an appointment that day. This is really really unprofessional and frustrating from Enterprise.

To whom it may concern,

I hope this email finds you well. I am writing to express my deep disappointment and frustration with the recent car rental experience I had with your company. As a customer, I expected a certain level of service and professionalism, which regrettably was not met during my rental period.

To provide some context, I rented a Toyota RAV4 from your 330 STEELES AVE W UNIT B1 VAUGHAN, ON L4J 6W9 branch from June 30th - July 8th. I went to the location today at 1 pm to return this rental car, but it was closed even though on the agreement that is attached it says to return anytime before or at 6 pm. So I called the Enterprise call center to get a solution. However, I didn't get any resolution instead I wasted 3 hours going back and forth between different agents getting nowhere and of no help.

I would like to request a new pdf that says that I won't be charged due to Enterprise's fault anything extra until Enterprise opens up on Monday and the incorrect information that they provided me.

I believe that addressing these issues promptly and satisfactorily will not only rectify my unfortunate experience but also contribute to the overall improvement of your services. However, if my concerns are not adequately addressed, I may have no choice but to escalate this matter to relevant consumer advocacy organizations and share my experience on public review platforms.

I look forward to your prompt response within a week to discuss the resolution of my complaint. Please contact me at [protected] to further discuss the matter if necessary. I have also attached some photos for your reference.

Thank you for your attention to this matter, and I hope we can reach a fair and amicable resolution.

Sincere Regards,

Dhruva Satyarthi

Rented car 7 April 2023 Rental agreement 785390, reference #9NSWX7

due to accident. My car insurance paid first $900.00 since cear was not ready extended agreement with me being payer and paid $300.00 deposit. Returned car 16 June; all rental charges paid and was advised they would refund deposit to my bank account on file . I have not refund. Enterprise employee told me $198.81 was refunded 22 Jun 23 but amount was charged as PURCHASE.

I called the branch numerous times to speak to branch manager "Jack" but was always told he was unavailable and would call me back which he never did. On my last call I was told by Enterprise associate Jack gave instructions for them not to talk to me. that he would take care of.. Please assist me in getting my deposit Than k you, Carolyn S SHORT, 10918 SUMMER ARBOR LANE, CHESTER VA 23831, [protected]

(this is my second attempt since I have not received an answer on my first request)

Hi,

I rented a vehicle from enterprise for insurance purposes for 52 days. A week after completing my rental, I received charges for 4 toll uses in New Hampshire. I had been at work with the rental for all of the times they said I used their toll service.

These are all fraudulent charges. The vehicle in question never left my job, was never in New Hampshire let alone be on that toll road.

I filed a complaint and received a response that said the charges were real. They then proceeded to charge my account and take my money.

There was no proof, no conversation. Person said charges are real and end of story. No response back, no chance to state my case or proof. Continuing to avoid my emails and contact.

I recommended skipping enterprise as a result of this. All calls to enterprise sent me to enterprise rent a car toll company. All calls were ignored, and my 25 bucks is now gone.

That’s not how you run a real business. Guess it’s to the bank and fight it that way. Hertz was much better and no imaginary charges.

Rented car due to car accident on 7 April whci was paid by my insurance company up to $900.00. My car was not repaired then so my Enterprise agreement was changed to me as personally and I paid $300.00 deposit. and have paid all rental charges on credit card. I returned car on 16 Jun to Midlothian location and was told the $300.00 deposit would be deposited back to my credit card on file. I believe the car was then taken to the Chester location where I had rented it from . To date I cannot see this has been done.

I called the Chester office to inquirei about the refund ad was rold $`98.

Cae was rented at Chester location, My car insurance paid the maximum amount of $900.00 but since my car was not ready, Enterprise converted agreement with me being payer. I paid for all rental days and returned car to Midlothian location and was told the $300.00 refund would be deposited into my card on file. This has not happened. Enterprise employee at Chester said $198.81 was refunded on 22 Ju I again requested he call med. I call Enterprise again and asked to speak to Branch Manager They said "Jack" was not available but would give him message to call me. Since then I have call 4 more times and this morning was told Jack left note for no one to talk to me and he would handle. I would appreciate my refund ASAP and an explanation of problem. By the way Synchrony provided me Enterprise Reference Number 76011005F020T8WG5 charged on 22 Jun 23. Phone number on that is listed as [protected] which I called and it is an Avis Rental Car number and Avis employee had no idea why that phone number was on it? My phone number is [protected], Carolyn S. Shor, e-mail: [protected]@veizon.net

We were picking up a car rental on June 19th at LV Airport and after waiting 30 min in line, we get to the desk and were told we needed our passports, we have rented from enterprise before and never was this a request, nor does it say this on the email booking. At this time we were told by the lady wearing a green dress and glasses that we would have to go get it and they would pay for the cab and taxi fees (which we would be given back to us upon return)

An hour later, we got back to the rental and she advised us the manager upstairs would refund us, knowing we booked via a third party. The manager upstairs "Ham" right away said no, we can upgrade you. Then after saying that is not worth our $80 cost of cabs he wrote on his business card "$80 credit towards next booking" this is not official and nor does it help us. He could have at least added that credit to my enterprise account. The car we got was meant to have a full tank of gas and when we started the car there was less than 1/4 tank. They then moved us to another vehicle (3rd time).

I called customer service on June 21 to inquire about whether we could have the money credited on my account or simply reimbursed and was told I would get a call back. A week later no response. I had to call back again. One day later I got a call back finally from the LV manager who hung up on not once but twice, as I was saying I would be calling my fiance to include him on the call as she refused to talk to me as his name was on the booking, although my name was on also on as a secondary contact. I find this extremely disturbing as being a manager she has no right to hang up on a dissatisfied customer.

No resolution has been made to this day.

1- I rented out a car on 23rd June 2023 and returned on 26th June 2023.

2- While picking up the car I was told to check any damage on body for scratch and dent. There was no scratch so nothing was added to contract.

3- I was not told to check any damage for tyres so I didn't check that and not reported any.

4- While returning the car the agent notice one scratch on tyre and charged me for that. They didn't return my deposit back and I have been charged 250€.

5- I'm 100% sure that tyre scratch was there before I rent out the car. I was not asked to check for tyre otherwise I would have raised this while taking car for rent.

6- Agent said they thoroughly check the tyre as this is security concern and won't rent a car if there is scratch in tyre.

7- How can I believe that they check it properly, they rent out a car where petrol tank was not locked and anyone can do anything to petrol tank that is bigger security concern.

8- They rent out a car where dashboard was blinking for tyre pressure all the time and stressing me throughout the trip.

9- I'm sure that this tyre scratch they missed while renting out the car.

My concern is when they ask to check car for scratch and dent why don't they ask to check tyre so that customer can check and get satisfied. Why while returning I was shown this and they took my whole deposit.

I have been renting car from Enterprise from past 2 and half year and you can see no damage reported in my rental. I am 100% sure this tyre damage is not from my side. I'm an ex Enterprise employee too. I always had very nice service without issue. This is first time I'm facing such issue.

This is something missed by agent before renting out the car like petrol tank and dashboard. Agent didn't warn the client to check for tyres and now putting blame on client and charging me for that. They simply said we apologise and next time they will ask to check for tyre. But what about this time. There apology is of no use, it is costing me 250€

Thanks

Yesterday 6/23/2023 I had one of the most insulted, violated, embarrassing, humiliated, abused, and nasty experience from Rashad Rucker, Assistant Branch Manager at Enterprise Car Rental located at 12399 Pines Blvd., Pembroke Pines, FL. Let me start by disclosing that I have been in the Hospitality Business for over 20 years as a General Manager, Director of Operations, and Regional VP for Hotels Chains like Sheraton, Marriott, and Choice Hotels to name a few. Needless to say, my entire lifestyle, and occupation is always about going above and beyond to give my guest and customers the best memorable experience. Now here are the facts surrounding the abusive experience inflicted to me by Rashad Rucker the Assistant Branch Manager. I had a reservation to pick up an economy car at the location. Upon arriving at the location, I was attended by Rashad who asked me to give him my license, credit card, and proof of insurance which I did. While standing at the desk he said he had a car for me and started the paperwork. While doing so he answered a few long phone calls which I had no problem with as this is the nature of his job. While waiting on him to complete my paperwork, I could not help but seeing that the other clerk, his subordinate, had processed and release two other customers that came in after me and with the same type of cars I requested. Being that I was now behind in my business appointment which was a 2 hours drive away, I simple asked Rashad if he could try to get me out asap and approximately how much longer would it take for me to get a car; he told me 20 to 30 minutes more and that I should have a seat and wait. I humbly had a seat and waited as he suggested. Rashad then went out with another customer who apparently was his friend and was out there with her for a long time just standing by her car and talking. Another employee after see me there for a while, asked me if I had been helped. I complained to the employee that I was very disappointed with Rashad's service and that many customers came in after me, got a car and left. The other employee and said that many cars were there, and he would get me out in a few minutes. While he was completing my paperwork, Rashad came in, and I told him I did not pleased with his service and that I did nothing wrong for him to be spiteful by intentionally delaying giving me a car. To my surprise, Rashad then furiously, and angrily told me that he was no longer renting me a car and that I should leave his premises. I did call Corporate to lodge a complain and will be following up with them. Rashad should be in the back of the house and have not having any contact with customers; he is definitely a disgrace and detrimental to Enterprise.