Enterprise Rent-A-Car
Reviews and Complaints

I had a very unpleasant experience with Enterprise Rent-A-Car. I rented a SUV from the West Palm Beach 1889 North Congress Ave on Jan 20th 12:51pm and returned to the Huntington WV Airport location on Jan 22nd 11:30am. I gave the keys to an employee who assured me that everything was fine, and I left. However, I later received my receipt which showed the vehicle being checked in on Jan 23rd @ 7:57am. This is unacceptable and inaccurate. I have tried to contact customer service multiple times in the past 8 business days, but I have not received any satisfactory resolution. I have been told that my case has been escalated to different levels, but none of them seem to exist. I have been promised that a manager from the branch would call me back, but I have not received any calls. Meanwhile, my card has been charged with random amounts of $5, $10, and $50. I have had to cancel my card and file a fraud dispute because of this. This is very frustrating and inconvenient for me. I am not satisfied with just getting a refund for the extra charges, I want a full refund for the entire reservation. This is the least you can do to compensate me for the trouble you have caused me. If I do not hear from you soon, I will write a letter of complaint to Chrissy Taylor, the CEO of Enterprise Holdings. I wonder if she knows how poorly her company treats its customers.

My son, John rented a car for work as he had to go to NC for the first time. His agreement number is [protected]. He rented the car at the Raleigh airport on February 4th. This is his first time travelling for work so he was unsure as to whether he needed a transponder when going through toll booths. As he was at work I offered to call the Customer Service number to ask. The lady said he would get billed separately for tolls but that she recommended going back to the airport to get a transponder. I called back again to verify that there would be one at the Raleigh office. So, after work today, new to the area and hungry and tired he drove back to the airport to be told they did not have any transponders. He was so confused and upset as he wasted a lot of time to do this. I called the Customer Service number to ask why this would have happened and they said they were not responsible for the service at the rental offices and basically that it was too bad. I was furious and still am. This is a disgraceful way to treat a customer.

The end. I will suggest he use a different rental company when he goes back there as he will be doing so for about 6 months.

Margaret McNally

Mark Read who is somehow the Director of Sales - UK and Ireland for Enterprise Rent-A-Car now known as Enterprise Mobility is a know advanced fee car hire scammer / degenerate gambler who is wanted by the Police. Please do not engage in any business activities with this sophisticated conman as he moves under the cloak of many identities / companies and his eyes are on your money. If Mark Read contacts you, please be very cautious and notify the Police straight away.

If you feel that you have had a similar experience, please join us in reporting Mr Mark Read to Action Fraud on the following link: https://www.actionfraud.police.uk

Note: The content provided in this review is based on personal experience and available information. It is important to conduct independent research and verify facts before making any judgments or decisions.

Yes the day of last November 18, 2023 a store representative by the name of Chantellus Adams who goes by the Chance walked in and reported the rental car that I had stolen and I have had this car for about 6 months before then. I have spent tons of money paying for the 2023 Ford Edge. They sent paperwork to an address I didn’t live at, forged my signature, made it look like o stole the car when they knew where I was at the whole time. I was also threatened by mr Calvory French. I got for no reason even after customer service told me I was in good standing.

My name is Daryl Lay, and I rented a car for 24 hours with Enterprise on 24th Nov 2023.

I was charged for 7 days after returning the car on 24th Nov 2023 and my security deposit was not returned.

The rental vehicle was sent to me at Hilton LAX and I was told by the lady who drove it here that I could return the car to the hotel (park it at the hotel carpark) and someone would pick it up.

Please refer to the attachments that I have attached.

Please help me get my money back as I have been wrongfully charged. I have been trying to email Enterprise Customer Service but nothing has been done over the past 2 months.

Rental 12/14/23. Tyler TX 3221 SSW Loop 323. Client: Charles Nichols. Canceled 12/15/23 due to medical emergency. (Hospital records available) Enterprise notified by phone to come and pick up rental locally. They never picked it up, and was charged almost $1500 for 2 weeks of non use. They denied I called to have it picked up (no record). But I do have record of phone call to then on 12/15. Three followup calls made with assurances this would be resolved. Area Manager today (Jan 24) said he will not refund any of that money.

Hi

I’ve been issued this email from an email address presenting themselves are yourselves. It asks for money but presents no information.

Is this genuine, and if so how do I get more info.

Thanks

From no-reply_collections_erac@enterprise.ch

“We would kindly request that you submit the payment for the balance due using the secure pay-by-link option, by clicking on the link below. Please note that the link expires after 10 days.

https://sec.windcave.com/pxmi3/FD54CDCB3B463D78FFA142C17E7CED8D72591CCF9CA2B76D24B8486D6CD8A19875961ABD4BF556633790746F599778333

ZRHT72-111137

Please note that this is the last reminder/request and in case of late payment, reminder fees may apply, and the receivables will be handed over to a recovery service provider.“

she called me today and said my reservation for 18th of Dec, cannot be done, they don't have the suv. I said I would take any car and she said it depends on what is turned in. I was not happy so I called [protected] and talked to Alan and told him my problem, he said he could put me in a full size sedan on that day and logged it in, I suppose. I thanked him and called her back and she said the same thing after I told her what Alan said, I am still not a happy camper. I have rented from this site before and had no problems, she needs more OJT or something.

I spent A TON of time searching for the right car, (in the right price range), for me. Knowing that I would also have to pay the $300 deposit on top of my rental price. I found the right car. I made a reservation. Just like I have done many times in the past.

When I got there, the car I reserved, was NOT AVAILABLE. At that time I didn't have time to wait around for issues to be resolved. I had many people depending on us to get where we were going by a specific time. They told me that ALL THEY HAD was a minivan. I grew up in a family of 7 that used a minivan. And I did not want a minivan for various reasons. But that was now the ONLY choice I was given. Fine, I was forced to take a vehicle I did not want, AT A LUXURY PRICE.

When they gave me the white minivan it was EXTREMELY dirty. Covered in black goo and bugs. And the gas was so low that the GAS LIGHT INDICATOR ON, on the dash board. I had NO CHOICE but to take this car. It was so dirty the first thing I had to do was clean the windshield. One tiny squirt and the fluid was gone. Big surprise there was no fluid in the car. I had to buy fluid at the store to fill it myself for the trip. So I had to fill the fluids, fill the gas, and wash the car myself before I left, (so I didn't look ghetto when I arrived at my destination). That caused a massive amount of stress for me to drive this car (with an empty gas light glaring at me), to the nearest gas station PRAYING THE WHOLE WAY THERE, that the car would not run out of gas before I reached a refueling station. Also there were scratches and dings that were invisible on the car due to it's dirty condition. Were they hiding these by not washing it? Are they going to try to charge me for those dings and scratches that were already there, (but invisible upon first inspection)? Probably so.

Did they charge me the price of reservation I made? Was this a free upgrade? "NO"! They charged me the luxury car price, and I had NO CHOICE but to accept that new, (very high), price.

I was a Third Party Investigator for accidents, with the law firm Sullins, Johnston, Roerbach and Magers (SJRM) for years. So I know that when someone is in an accident, my job was to find out who was at fault for the accident. I would first research all the driver's phones to see if anyone was talking, texting, or READING A TEXT while they drove. And if any driver was on their phones (or even READING a text), at the time of the accident. THEY WERE INSTANTLY RESPONSIBLE FOR THE ACCIDENT. So when I drive I turn off ALL of my devices. And I let my passenger use their phone to navigate using the Maps app. I have investigated hundreds of thousands, of accidents, DEATHS and medical injuries that those people sustained from those accidents. My life and safety is not worth a call or a text. So I turned mine off, like any GOOD CITIZEN would.

After I drove home I turned my phone on saw a missed call and texts from Enterprise, NOT ONLY reminding me that I need to return the car THE NEXT DAY, (as if I didn't already know that). I had already spoken with a man that said I could call if I needed more time with the rental. But I don't need extra days, so there was no reason to speak with them. I found it unsettling that they called and text while I was driving home. If a dumb citizen that texts and drives, answered those text, and that creates an accident. Enterprise would not be at fault. The driver would. So I believe that the call and those texts from enterprise, were not only unnecessary, but dangerous. That is a practice that Enterprise should stop.

Also, I do NOT use credit cards. I am a big believer in, (If I don't have the cash to spend I don't spend it.) But they gave me a HUGE hassle and made me bring various documents to prove my debit card was my debit card. I found it absurd that they wanted me to use someone else's money rather than my own. I had my own full coverage insurance. So me taking the time to dig out multiple documents HOPING they would accept them was a waste of my time.

This was the third or forth time that Enterprise has had a different car upon my arrival, than the car I reserved. Once I had to bring the car back because it didn't even have cruise control on the car and for a long trip that is a MUST. But then I had to wait about 2 hours to get a car that was worthy of the change. But it was still not the car I reserved. Before they never charged me the price of the upgrade. It was a free upgrade, so I didn't feel the need to complain. But now I see this is their regular order of business. And this time they charged me for the upgrade. It was NOT COOL, that I was forced to get that or nothing. Hertz has never done that to me. What is the point, in making a reservation, if they change my reservation every time?

We got a car from this location that smelt like smoke, so bad it would take your breath away. I made them and corporate aware of the situation and they told us that they can't help it that people smoke in the cars. Well, we don't smoke and we don't and shouldn't been given a car that smells like weed horribly. We had to clean their car ourselves and put air fresheners in it something that we shouldn't have to do. I would NEVER recommend renting a car from an enterprise, apparently, they don't care about their customers and their customer service is horrible along with their excuses.

I had been using Enterprise for the last 4 to 6 weeks. Enterprise charge my account 200.00. I was understanding that the insurance was paying until they said we maxed out. I took insurance out for the first week. I didnot authorized to continue with the insurance with out my permission. They told me I owe them 257.00 because they continued the insurance without my authorization. This should not be happening. Especially without the customer aware of it. This is poor customer service. I don't have enought in my account to cover the cost. I was unaware of a charges that I did not put in for.

Then enterprise location 1601 Eastern Avenue

Tera Richburg [protected]

After a terrible car accident totaled my car, I was authorized by Nationwide to spend up to $900 on a rental car through Enterprise. Despite returning the car on June 17, I have been charged $1761.74, which needs to be refunded to me.

On June 1, I rented a Chrysler minivan from the Virginia Beach store, RA#6M8MLJ with an estimated return date on June 8 on the Rental Agreement summary. On June 17 at 10:25 am, I called the Virginia Beach store and asked if I could have the fee waived because I needed to turn in my car at a different Enterprise. I explained that I bought a car at Auto Nation, which was close to the Dulles Enterprise location. I was thankful that the employee to whom I spoke stated Enterprise would waive the fee. If the employee did his job, there should be a record in the system that the fee should be waived and that I was turning in the rental minivan that day. After an exhausting day – 5 hours driving to Dulles Auto Nation and 4 hours waiting with my daughter to finalize my purchase, I asked David Satish at Auto Nation to ride with me to return the car to Dulles Enterprise. The finance manager at Auto Nation heard my request and let me know that Enterprise would pick up rentals at Auto Nation and in fact did so often. At 5:24 and 5:25, I called Enterprise. At 5:25, I and talked to an employee who verified that they did indeed pick up from Auto Nation. Relieved to be able to finally leave for the 4-hour drive home and get my daughter something to eat, I gave my full name, the type of car, and let him know that I would leave the keys at the front desk. I called back to Enterprise at 5:27 to confirm that there was nothing else for me to do. At that point, I had a reasonable expectation that Enterprise would pick-up the car as the Enterprise employee promised your company would. Given that Enterprise states that calls are recorded, there should be a record of these calls in your system.

I left Auto Nation to drive back another 4 hours to Virginia Beach thinking everything was settled, and the car would be picked up. I did not expect a confirmation from Enterprise because the first $900 of the charges were being paid by Nationwide Insurance. Based on the daily rate plus tax, that should have been about $794. Therefore, the confirmation should have gone to Nationwide.

On July 20, I checked my credit card, and I was shocked that there were $871.95 in total charges from Enterprise. I called the Virginia Beach store at 1:06 pm but the call was put on hold. I then drove to the Enterprise store in person and got there at about 1:15 pm. I asked for the store manager because I needed to find out why my credit card was being charged and was told Devin was not there. The employee to whom I spoke let me know the car was not picked up and asked which number I called for the pick-up. I searched and showed him my cell phone records, then called to verify it was the Dulles location. I called Auto Nation at 1:25 pm and was told that to their surprise the van I rented was still there. I was told that Auto Nation would make sure the van keys were there when Enterprise came the next day so my rental would be picked up. The employee said he would put in the notes and recommended that I work with Dulles. After waiting on hold, I left the store and drove home.

I then called multiple Enterprise customer service numbers as I was told that I needed to call different number by Enterprise employees to get help at 1:34, 1:37, 1:42 and 1:48, and 1:56. At 3:22 pm, I called Dulles again and was routed to customer service until I spoke with a wonderful gentleman who removed the charges after I explained the situation. The calls combined lasted 42 minutes. I verified a few days later that the charges of were removed from my American Express.

As a customer, here is what I would have expected from Enterprise:

1. The Virginia Beach store would log that I was returning the car to Dulles on June 17. If Enterprise did not see the car being returned in their system, someone would contact me.

2. The Virginia Beach store would call or email or text on June 20 to let me know that my $900 with Nationwide was up and my card would now be charged. If this had happened, the overage would have been $106 rather than $1761.74.

3. The Dulles Enterprise would have logged in the pick-up and picked up the car, and the recording can be verified. I recommend speaking with the employee working at 5:25 on June 17 about being sure to log everything into your system.

4. Since 1-3 failed to occur, I assumed Enterprise would pick up the rental from Auto Nation on July 20 in advance of the charges being removed from my credit card.

5. The removal of my credit card from Enterprise’s system on July 20 to close out the rental.

I assumed this was the end of it. I did not find out until September that Enterprise did not pick up the car until July 27 (accounting for ~$320 of the charges). In September, I was charged $1761.74. This was shocking for many reasons:

⦁ The amount of the charges only totaled $871.95. Where did the other $900 in charges come from?

⦁ My account should have been closed out on July 20. Why did Enterprise have my credit card on file two months later?

⦁ The fact that I was charged again after spending so much time on July 20 dealing with the situation

⦁ I found out was not picked up for another week, after I spent hours again on July 20 dealing with the situation.

I called when I saw the charge on October 4 at 3:50 pm, and I spoke with Devin who told me that someone needed to pay for all the time from June 1-July 27. He said he needed to investigate the situation and would talk with Auto Nation. I provided him with the name of my Sales Associate at Auto Nation, David Lea. The call lasted 17 minutes. I then talked with David Lea at Auto Nation on October 4 at 6:15 pm who said he would be happy to talk to Devin and did not understand why Enterprise did not pick up the van. He reiterated that Enterprise picks up rentals from Auto Nation often.

I called again mid-month and was told Devin would return my call. He did not. I called again on October 29 at 9:25 am, and the new Assistant Branch Manager to whom I spoke said he would text Devin and have him get back to me. I did not receive a call back.

I called again on November 1 and Devin finally returned my call to tell me that I “cannot just drop off the car at some random dealership” and that Enterprise would not refund my money. I did not drop off the car at a random dealership. I spoke with an Enterprise employee twice on June 17 for which I had a reasonable expectation that the employee representing Enterprise would follow-through and pick up the car. The charge on my credit card remains. Not only should I receive $1761.74 back, but Nationwide is also due $106.

As a customer, I made multiple calls in good faith to first let the Virginia Beach store know I was returning the car at Dulles and second to the Dulles store to arrange for a pick-up of the van at Auto Nation. The record of my calls is below. It is unfortunate that the employee at Dulles did not do his job to put in to pick up the car at Auto Nation on June 17 when I talked to him twice, and he confirmed the pick-up with me. However, I did what any customer would do by calling for a pick-up and assuming that the pick-up would occur. What happened to me throws doubt at Enterprise’s entire business model and the reason people use Enterprise – for the convenience of the rentals being picked up and brought to the customer.

As a customer, I would also appreciate some training on customer service for your Virginia Beach store manager, Devin, who only seldom returned my calls and did not keep in touch at all during this process.

I tried to work on this issue locally to no avail. I tried to dispute through Amex, but Amex only looked at the written agreement. I now understand that because of the Dodd-Frank Act, Enterprise has to keep all voice recordings for a period of 5 years, so you should be able to access the recordings at the aforementioned dates and times to verify my account. Due to the law of accord and satisfaction and with these recordings in your possession, I am due a full refund.

Please promptly return the $1761.74 to me, and $106 to Nationwide. I was assured by Devin that my credit card is no longer on file, so please send the check to my address at 2215 Oak Street, Virginia Beach, VA 23451.

I have been dealing with Enterprise car rental company due to a no-fault claim and this place of public accommodation has placed me in numerous events of discomfort and what I feel has extended to retaliation.

My first interaction was on 10/30/2023 roughly around 5:50pm, while waiting second on the line for a reservation/pick up, I was discriminated by the branch manager because I was not pregnant, so special services and accommodations did not apply to me. When I brought to his attention, he confirmed that she was being treated accordingly/with high standards due to being pregnant/parent.

My Second interaction of being wrongfully treated was on 11/11/23 at 9:00am, where the branch manager vigorously and continuously kept turning me away while attempting to swap a rental vehicle due to my budget as he purposely waited until I had exhausted my deposit before doing so. When assessing my contract and verifying information related to additional charges, the manager retaliated and forcefully canceled my rental agreement as he stated it was a privilege to rent for enterprise and because I was inquiring about my contract charges and payment(s), he could no longer rent to me and cancelled my agreement contract which had three days left of rental/paid out. I felt that it also related to me witnessing an altercation between employees in prior visit that I had mention in a previous conversation with him as I declined to inform him of details, he retaliated with making unreasonable decisions, while leaving me abandoned in the streets with a bulk of belonging leaving another employee to pay my cab home placing me in a cab service.  

My most recent and third encounter relates to an act of discrimination against my race because I am Latina/American. On 11/16/23 at approximately 2:25pm, while speaking to the loyalty dept. regarding account concerns/errors, the representative continuously insulted me while laughing and categorized me of being a particular way whiling relating to my race and kind and degrading me to make me feel less than human.

I have made so many attempts to discuss these matters in detail with the area manager while I have not received a call or email as promised since the first event on 10/29/23, and till this day 11/16/23 I have yet to receive a call.

Your Report Number: [protected]

After arranging to hire a Luton van for a house move and quoted £293.95 for 4 days hire, my wife and I arrived on the morning of the pick-up date to collect the vehicle.

Straight away I noticed the valeter on duty was racing cars around the car park and accelerating at speed and braking causing the vehicles to skid. I raised this with the staff onsite as I had noticed two young children in the carpark and was concerned, they might get hurt. The staff in the office advised the manager had asked him to slow down on a number of occasions but he just ignored her and there was nothing they could do.

When the staff member showed us the van I started to note existing damage to the vehicle and pointed out a number of damages on the vehicle, however the staff member said as it was a Luton van they were only concerned with damage above a certain size so the bits I was pointing out didn't matter.

We then returned to the office where the staff member then passed me a small tablet and asked me to sign in 2 x box's, which I did.

He then asked me for the payment and an additional £200 deposit which I had not been told of in advance the payment was now £493.95 which I paid on credit card.

Shortly after setting off on our journey, I struggled to see out of the window as the wipers were defective on the driver's side and smearing a solid line around 50mm thick across the window. When trying to see what was causing the smearing on the wipers, we noticed a crack in the window, and I mentioned this to my wife who was traveling with me on the journey and had also been present at the time of collection. We decided to photograph the chip & crack from the inside and call the branch. However, a recorded message advised the branch had closed. As the agent who handed over the vehicle had put our mind at rest when we started pointing out various marks on the vehicle, we decided the continue with the journey as the crack was something they would have been aware of and not concerned with.

When we returned the vehicle, I handed the keys to the staff member on the desk who walked out to the vehicle for inspection. At this point I noticed the same valeter from the time of collection who was now sat down in the office on his phone jumped up and made a hastily walk to the staff member who had started checking our vehicle. I stayed in the office but noticed the valeter pointing at various points around the vehicle in particular the front windscreen.

The staff member then returned to me and advised there was a chip in the windscreen. I advised about the chip\crack I had noticed but the staff member didn't seem to take this into account and said the chip I had photographed and called about was in the middle of the window and didn't matter but the chip he had found was on the driver's side and did matter.

My issue with this is that the windscreen was already damaged and defective prior to us taking the vehicle along with the windscreen wipers. Cracks and chips on windscreens tend to get worse with temperature changes and vibrations. So, I find it staggering enterprise are trying to make a claim to me for the crack on a windscreen that had already suffered impact damage.

I also note the smearing of the wipers was inline with the chip\crack on the vehicle window that the staff member had pointed out. We can clearly see the wipers have been struggling wiping over these cracks for a long time as the streak marks line up with the crack on the driver's side along with scratching along the same curve as the wipers move.

We rented a car from Enterprise through our insurance company after our car was damaged by hitting a deer. The original car given to us broke down a few weeks into the rental and I was hurriedly given the only vehicle available without so much as a walk around. They literally wrote down the odometer reading and tossed me the keys, no paperwork signed or anything.

We were going on vacation out of the country with flights leaving early in the morning so the car was dropped off at their lot overnight. We performed a thorough walk around an there was absolutely no damage incurred while in our possession.

TWO MONTHS later we received notification from Enterprise claiming hail damage to the car and that we were responsible. Both us and our insurance company have repeatedly requested proof of the damage with nothing ever received from them. Our insurance company finally denied their claim due to Enterprise not providing a burden of proof and advised us not to pay the claim which was under our deductible.

We have communicated with various representatives of the company for 6 months now and have NEVER received any kind of proof to back their claim. Yesterday we received paperwork from a collections company.

It's pretty low for an international company to prey on their small clients and steal from them, knowing the little guy has no recourse! We will never rent from them or their partners again. Shame on you! Spread the word about their low and unethical tactics!

I called and talked to an Enterprise rep so I could be sure the vehicle would be large enough for the 7 of us. Four adults, 3 kids, 5 full size suitcases, 3 carry on's a double stroller and a pack and play. I was assured we would get the correct size vehicle. It did not happen. We were squeezed and cramped. My adult daughter and her daughter had to climb over the middle seat to get into the back. We were so uncomfortable it was ridiculous. Of course it doesn't matter now. We are home from our trip to Florida and you got your money

[protected]@comcast.net