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Enterprise didn't get to be the largest car rental company by accident. There are lots of customers who've had good experiences but quite a few who've had problems.
Some other recent complaints ...
Greg of Nacogdoches TX (06/26/08)
I rented what was intended to be a one way to Longview, Texas Airport (East Texas Regional). I Picked up the car on May 31, 2008 in Nacogdoches. The flight was for June 1, 2008. I had to cancel the flight due to a family illness and wound up having to drive to my jobsite in Big Spring, Texas. I tried to call the airport on June 1, 2008 to inform them I would not bring the car in on this date. They were closed and their automated phone system was malfunctioning. I then called the Nacogdoches branch also on June 1, 2008 and left a message that I had to cancel the flight and use the car for transportation to Big Spring. On that message I requested to change to a monthly rate, and asked for a return phone call.
I did not hear from them on Monday, June 2, 2008. I called again on June 3, 2008. Spoke to a woman there, asked if they had received my message. She said yes. I then told her I may need the car for several months and would return it back to Nacogdoches when I am done. She told me this was no problem. I called the office on June 25,2008 to find out the current balance. $2063.00 for 25 days! $ 1293.75 more than their published internet rates for a month ($769.25)! When I asked the man why he said it was because it was a one way rental, I informed him that I had previously requested a monthly rate for a returned car and was told it would be no problem. He told me I would have to go back to their office and change the contract but would still have to pay at the ridiculously inflated rate, which, by the way, is even higher than the one-way rate on the contract.
In order to do that I would have to drive 1000 miles and take 2 days off of work (I am working 7 days a week for several months). Not an option. I could not get any resolution from them on this and asked who I could contact at corporate headquarters. I was given a number for the Shreveport, LA office. The receptionist told me that all managers were out for a conference. I left my name and number for a return call and she assured me I would hear from either Chris Ivy or her (Faye) before close of business on June 26.
$ 1706.00 overcharge per month.
David of Whippany NJ (06/19/08)
AAMCO rented me a car since they were fixing mine. Enterprise told me to sign some papers i asked why. Was told I would only be charged if the car was damaged since AAMCO was paying. 2 Months later i get a letter in the mail saying they are having trouble getting the payment from AAMCO so I am responsible for the bill and they debited my account before i even got the letter.
Over a 3 week time span i called up customer service about 7+ times, was told the Regional manager was going to contact me in 48 hrs or less, was never contacted. Was lied to that my money was refunded by the branch manager, assistant manager, and then lied to again by the assistant manager saying that he never stated he had refunded my money that was withdraw without my authorization. When i did get in contact with the regional branch all they did was tell the liar Mike, assistant manager at the branch to call me to have him lie to me some more. In the end after about 7 hrs of phone calls i got my money refunded only because they got the money from AAMCO.
i hope there is consequences for liars and their companies that do nothing about it.
Karen of Durham NC (06/17/08)
I rented a 2007 dodge caravan to drive to Manassas Virgina from the Durham Location. As I was driving back home from Richmond the brakes started scrubbing like two metal plates colliding. My family asked me what was going on and I told them that the brakes were giving out so I'll try to pump them lightly to make it home. So we continued driving and 10 miles down the road I tried to slow down due to the traffic beginning to back up and we heard two different scrubbing sounds as I was pressing the brakes and I told my husband that the rotors are bad also. He told me to be careful and we will pray to make it home safely because we cannot call the branch because the are closed on sundays.
We made it home at 4:20pm and I took out the contract turned it over to the back side and called the road side assistance to come and tow the van due to bad brakes and drums. So they kept calling back and finally reached the towing company and towed the car. She then set up to have me taxied to the rdu/morrisville enterprise to get a replacement with a reference #to give to the branch manager. I then told Brent what happened and gave him the contract and explained to him that my return was on monday in the am because the branch in durham is closed on sundays. He then went to a back room returned asked more questions, then went out as though he was getting another van after 45 minutes past.
Brent returned to the building and told me to pay a deposit and I told him that I should not be charged for another deposit because my return date at the durham location is monday because they are closed on sundays. He went to the back room again as though he was checking out information and stated that he had to type something up and he would return soon. 20 minutes passed, he returns and stated thathe could'nt give me a replacement until I payed another deposit inwhich I had not been refunded the first one. So, I told him that I would call back the person that I spoke (Julie) and I did and she tried to get him to give me a replacement and He still would not do so. So, we were stranded at the airport for the next 2.5 hours after the mess created due to poor customer care and service of Brent whom I told that I would report and He basically did not care if I did report to his home office.
Filnally we payed a nice gentleman to take us home from the airport and thanked him very much. He felt sorry for the poor customer service given to me as a client/customer. I also told Brent that the Durham branch manager will be upset to know that he did not treat his customer with the utmost care. I thought that they were a part of the same company but I guess not. The RDU/Morrisville location treat people like a piece of worn out paper. I expect a refund of my deposit and thank God we did'nt get killed on the highway because we had no brakes. This terrible customer service and disrespect of person in front of my crying children that were tired, hungry and ready to go home was very unneccessary.
Kim of Seven Lakes NC (06/17/08)
I rented a car after flying into to the airport for my cousins wedding. On the way to the church we ran over a tree limb. It was either this, or hit the oncoming car or smash into big boulders along side of the road. This happened on RT. 92 heading north to the church in Harford Pa. We pulled over to see if there was any damage to the car and noticed a small bit of damage to the groud affects of the Dogde Charger, this buy the way was a car I did not want to drive. I had requested a compact car, however, upon arriving they said they were all out of compacts and offered me an SUV or this Charger. They were very suprised that I did not want the Charger, and basically said I had no choice.
It was dark early that December evening and from what we could see there was only a small amount of damage to the front bumper and/or ground affects. So we decided to continue on to the church since my parents were to be part of the ceremony and we did not want to be late. While sitting there watching the marriage my thoughts about not have taken the additional insurance turned into anxiety and once the ceremony was over I decided it was best to call Enterprise immediately and leave the car in the church parking lot. I spoke to the manager on duty about the incident and he said not to worry about anything, that the AAA people would come to pick up the car in the morning as it was a holiday that day. We were extremely late for the reception due to the phone calls. I even called the State Police about the situation to see if they could fill out an accident report, and they told me that noone could do this, and to pick up a blank report and fill it out myself. Which I did the next day.
The next morning, my Dad went to meet the AAA driver and give him the keys at the church parking lot. The manager at the Enterprise place was aware of this also and said it was ok for my Dad to handle things with the tow truck driver. This was the last time I ever heard from anyone from Enterprise. I left several phone numbers with the manager when I called, and specifically my parents home phone number where I was staying while in PA. This happened on December 31st, 2006.
Recently I checked my credit report and noticed a collections placed on my report for over 2000.00 dollars. I have tried numerous times since to contact Enterprise, being told I must speak with only the Philidelphia location and I have spent days trying to contact them. My credit is ruined now because of this, and I can not even reach anyone to get this resolved. Why was I never contacted? Why did they not send a letter, or contact my insurance company. They got my social security number some how, but never tried to actually resolve this matter.
My credit is ruined, and I can not even try to repair it until I hear from Enterprise. I don't know where to turn. My credit cards have canceled me, I can not get a loan to start a new business, and my family is suffering because of this. The anxiety from this situation and the time it has taken to spend countless days trying to get this resloved is giving me migrains. This is affecting my whole life, my health, and my families future now and for years to come. Specifically the next 7 years until this can be removed from my credit report. I was told that even if it is paid, it will remian for seven years. Hows that for stress. It makes me physically sick to think of the impact of this on my future.
Tony of San Diego CA (06/09/08)
Enterprise Rent-A-Car unfairly charged my wife and I a $500 drop-off fee and we want a refund. We selected Enterprise for two reasons: to take advantage of a discount through my Entertainment Book membership; and because the website was so promotive about one-way reservations. I've since learned it's common for rental car companies to charge drop-off fees for one-way rentals.
On Enterprise's website, there was a very encouraging link that read, Need a one-way reservation? Learn more!? When I clicked, it read: One Way Requests Generally, one way rentals are possible within a metropolitan area. Please consult with the Enterprise office to determine if a one way rental is possible. So that's exactly what I did. I called Customer Service and spoke to an employee named Yolanda. Supposedly the phone calls are recorded so what I say can be verified easily. By the way, on the website, there was NO MENTION of any drop-off fee. As instructed by the website, I asked Yolanda if it was possible to do a one-way reservation from Buffalo to New York City. She placed me on hold and came back to say yes, no problem. She quoted me a price in the $200s. Again, NO DROP-OFF FEE.
When we arrived in Buffalo, we were surprised the employee, Camille, had no information about our reservation. We supplied the reservation code and she found it, but there were no details no length of time, no destination, no discount, no second driver, etc. She applied a discount but explained there would be second-driver charge, and we offered no objection. However, we were horrified when she dropped this bombshell: there would be a $500 drop-off fee. We explained there was no mention of such a fee when we made the reservation but she was unmoved. We demanded to see the supervisor and she said she was the supervisor. We also spoke to Chad, the other supervisor on duty, with similar results.
We went to the desks of the other rental agencies at the Buffalo airport Budget, National, Alamo, Avis, Hertz but none had a vehicle available. Presumably, Enterprise thinks we should have made other arrangements when we found out about the $500 fee. Sure, we could have taken a taxi to downtown Buffalo to find a car, but we felt strongly Enterprise needed to make good on their word. Can you imagine how it felt, to get off a plane after having traveled 3,000 miles for several hours, to find out the company thought it would be fine to charge more than triple what was previously quoted?
Before we left, we reiterated the fee did not apply and vowed to have it reversed. When we dropped off the car, we told Jamie, the supervisor on duty of the branch at 403 East 65th Street in New York, that we were overcharged. She said she would make a note of it and someone from the company would contact us. Its now been more than 10 months, and no one ever has.
John of Wilmington DE (06/09/08)
After 5 days of attempts to exchange a SUV for the promised full size car I agreed to take any car, even a small or intermediate car to get rid of the SUV which was the only vehicle they had when I rented. They put me in a Saturn Aura which is a intermediate size car that is just adequate for my needs.
I learned that my treatment was standard for Enterprise, not age discrimination as I had suspected by discussion with my experience with a former Enterprise employee. Having no cars on the lot is the way they maxamize profits and one of the reasons they are the largest company in the business. I am beginning to calm down and see the humor in the situation.
John of Wilmington DE (06/07/08)
I was promised a full size sedan to use around town and then on a long trip. I was forced to take a SUV or nothing with the promise that the sedan would be available the next day. It wasn't and after a week of promises the exchange of the SUV for a sedan has still not ocured.
The gas cost is eating me up as this beast gets about 10 miles/gallon around town. The SUV is unsafe because of poor rearward visibility and it drives like a truck. I need to make a long trip in a few days and there is no way this vehicle will serve my needs.
Luz of Kissimmee FL (06/06/08)
I made reservations to pick-up a car rental at the Philadelphia, PA airport online. When I made the reservations their website does not give you an option to select a drop-off so I assumed that I have that option. All it tells you is a start and end date. So when I picked up the car at the airport I was told that I cannot drop off at any other location. I did not have a drop-off selection option. I did not select a one way option so therefore it should automatically given me a drop-off/return location. It did not. My confirmation only gives you the pick-up and no where does it give you a drop-off location and their is no disclaimer.
Their website gives you another option saying one way option which I did not select because I did not know what that meant. Their website should give you a drop-off location option that tells you to select the one way, or that it tells you that you cannot drop-off at other locations. When I wrote to them they indicated to me that only in UK that option of one way is available. They also indicated to me that I should not have assumed. My complaint is that their advertisement is misleading and not explicit enough. They should indicate on their website to people that they should not assume as the customer rep whose name is Josh told me.
Because of this now I have to go back to Pennsylvannia PA airport to drop off the rental and then take the train back to New York. This are additional costs that I have to pay when there are Enterprise Locations in New York City.
Elizabeth of Seattle WA (05/28/08)
I made a reservation online. (No where online did it say anything about my needing a Washington state license to rent ONLINE!!)I have been reting and reserving for years online and have never seen this! I get to the counter the day of my rental after work. I go through the process of filling out the paperwork with my name and address work info etc. At this time I have someone waiting on me in another city to come and pick them up.
I am almost done when the front desk employee goes Oh im sorry I just realized this is a debit card you can't rent with this This is after he swiped the card, after they brought the car around and cleaned it! I'm thinking i'm ready to go! Im stopped dead in my tracks! I ask for the manager. She comes over and says No you can't rent with a debit card sorry I'm like what are you kidding me! I have somewhere to go! I have always rented with a debit card! I have been a customer with enterprise for over 9 years! I asked her to pull up my records and see! She wouldn't do it!
Then she goes on to tell mr that there is a high crime rate and drug use in the area and theft and that's why I can't rent without a credit card. THATS THE DUMBEST THING I HAVE EVER HEARD! what has that got to do with me!?! I have spent thousands of dollars on renting cars at Enterprise and this is how I get treated! I am a valued customer! So i am not going to be able to do anything I needed to do that weekend I have my luggage with me that I have to lug around i have to call my friend and tell her she has to ride the bus an hour back home because i can't come pick her up all because people in the area steal and use drugs! That has absolutely NOTHING to do with me.
By this time i am so upset I am crying! I ask to call corporate so that they can make an exception but it was closing time and they were all ready to go and I asked the manager could I at least get a ride to the bus station she said NO! she said its policy because i am a customer! I said no im not I didnt rent anything!
so basically I am stuck with luggage stuck at the rental car place stuck period all my plans screwed because of poor shotty terrible customer service! They need customer service skills on how to treat customers that are paying their salary by renting cars! I should be able to rent a car from that location. You cant make up a ruel and not even have it posted in black and white there was nothing on the wall in writting saying that I couldn't rent without a major credit card!
Denis of Sydney Nsw OTHER (05/28/08)
I wish to make a complaint regarding a car rental booked with you dated May 25th. My wife and I arrived in Honolulu from Sydney for our honeymoon only to discover at the enterprise desk at the airport that I had forgotten my drivers licence. We were told by 4 staff members that if I faxed over my drivers licence that I would be given a car by Enterprise.
We proceed to taxi around the island for the next 3 days at great expense, until the fax arrived to the office at the airport. I had been calling everyday to see if it had arrived and was still promised a car once the fax had arrived. I returned by taxi from Kahula on the other side of the island, where we had been staying, a few days later only to be told by the manager there that a fax wasn't enough to rent a car with you.
As a result I had to get my licence Fed Ex'd over from Sydney which took another 3 days and continued to use public transport to get around Hawaii. All of this created huge amount of stress, money, inconvenience and time wasted on our trip and left me with a very bad impression of your company. If I had received correct information at the beginning then I would have made different arrangements and had a car a lot sooner. I am not sure what your company can do at this stage, as I live in Sydney, but need to let you know what has happened so it doesn't happen to another person. I look forward to your supervisors response.
Huge amount spent on taxis probably $400+, seriously spoiled our honeymoon
Bob of Long Beach CA (05/13/08)
Car was dropped off at body shop (Y&S) on 03/21 & got into a rental through Enterprise until reported completed date on 04/18. Which car wasnt completely fixed & needed to be looked at by dealer for another 7 days. Confirmed with my insurance (State Farm - Agent & Claims) also body shop that Enterprise received $600.00 in insurance claims plus an additional $400.00 from body shop whom was billed for the additional 7 days needed for car to be looked at. Car was finally returned & completely fixed by 04/25/08. As of 05/07/08 Enterprise decides to take without any question $999.04 from my bank account which has left me broke (penniless) at a zero balance with pending charges & now bank is additionally charging overdraft charges.!!!
I am now fighting to get reimbursed & have been at a negative (zero) balance with my bank. I cannot buy food, gas, pay bills, nothing. I have been locked in my house & every point of contact Ive made last week hasnt returned any calls nor followed up me. This has caused major headaches & stress to myself due to be wrongfully accused of made up charges by Enterprise. They have no valid nor legal reason to have charged $999.04 from my bank account. I am now at a lost cause & need immediate assistance to take this monster corporation down. I am in the right & have proven my case I just need someone willing to take justice to the next step.
Tom of Las Vegas NV (05/05/08)
I am a senior who dropped his car off at a dealer for service. The dealer provided a free day rental through Enterprise. When they picked me up and returned to their office I provided them with my information and gave them my Platinum Visa card for any misc charges that may occur. As the rep looked over the contract he asked what insurance company I have. I told him AARP/Hartford. He then asked in I had comprehensive/collision through them. I said no since the car was paid for. He then said he would be unable to rent me the car unless I bought their insurance. I was dumbfounded. I said I had rented dozens of cars and never had to buy insurance and that my credit card would cover any damages. He said that since they were only a secondary insurance that I would have to pay Entrprise and then have the credit card repay me.
After a few more objections I finally bought their insurance to get the rental. I then contacted my credit card people who told me that I didn't need to buy insurance since I was covered. When I called back to Enterprise the assistant manager said he would need documentation to prove it or have the credit card people fax him a statement saying I was covered. I found the paperwork from the credit card saying what they cover and it did say that car rental were covered and brought it to the manager. He did not accept it and said that was a feature that I had to sign up for.
I finally called the credit card company from his phone and let the manager to to them himself. After he asked then if there was any deductible and how much they cover, he finally relented and removed the charges from my bill. I find it implausible that anyone in the car rental business would be unaware of this. It was a pure scam and I am persuing this since I hope to protect other who may not be aware.
None, as far as I know. But I will be monitoring my credit card charges.
Clt of Mcdonough GA (05/02/08)
I reserved a Mini Van a week ago. Unexpectedly I now need a ride to the car rental location. I stopped in to schedule a pick up, I have rented at this location 3 other times in the last 2 months and know some of the employees, and was told due to a staffing problem on Saturdays Enterprise does not pick on the weekends. This is a week long trip I have scheduled costing over $1000 not including the van rental/gas. It is only a company lacking integrity, and principle that would pull a trick as this.
Now, because Enterprise has some management problems, integrity, and principle faults...it is affecting me. If they are going to advertise that they will pick you up then they should! Or advertise at the same time the reasons and times it is not convenient for them to pick you up. I am left hanging now on a Friday at 5:30p to find another way to leave on time Sunday morning.
It is false and misleading advertising. Now I am stuck with possibly having to drive to the airport and pay to leave my car there.
Ellen of Unionville MO (05/02/08)
Elizabeth at Enterprise Car Rental on Nacoosee, saved our entire trip with her quick, understanding and thoughtful response to an unusual situation when the car caused a migraine. She didn't know I am a migraine advocate and writer but treated me with deepest respect. She and this agency are both mentioned in a public thank you along with the story...
Even tho we did end up with a lost notebook, I highly recommend this agency for customer service above and beyond anything else I've ever experienced. Without her, a childhood dream would have been lost.
Tracy of Halstead KS (05/01/08)
My family and I have lived in a 5th wheel travel trailer for over a year in one location. We have also got rid of all our credit cards. It is pretty sad when you can not rent a car without a credit card. The only way to rent a car is by credit? What happened to good old cash? Does that not mean anything in America. I rented a car over 300 days the year before last using various companies. Enterprise will no longer be on my list of companies to use!
We are getting rid of 2 vehicles today and was going to pick up a rental car until we can get our new vehicle next week. The reservations were made and finalized and we was told after we was ready to pick up the car that they would not rent to us. Makes it easy to get to work 40 miles away.
Jolene of Boca Raton FL (04/23/08)
On March 3, 2008, I picked up a loaner car through my dealership, Braman Motors Palm Beach, at Enterprise, 19575 State Rd 7 location. James was my representative. I gave him my driver licenses, debit card and State Farm insurance card. He advised me that since he had not received a PO number from the dealership I would be charged $200 on my debit card, which would be refunded. After much delay, I was called outside to examine the rental car. James explained the features of the vehicle, fuel, cost per day, and asked me to sign the paperwork. I noticed, just before signing, that there was an additional charge of $19.39. James then explained to me it was for insurance coverage. I asked him why was that on there when I had already given him my insurance information and he had not mentioned this to me inside the office when he did the paperwork. I told him I did not want any added cost, as the dealership was giving me a free loaner and I could not afford the added expense. James told me Just keep the it for today and we can take it off tomorrow, referring to the insurance. Since I was not able to get a ride for 6 hours, and he was nice enough to pick me up at my home to take me to the rental car, I told him I would do it but just for that one day.
The next day I called and spoke to a lady, who informed me that I needed to come back to the store to remove the insurance. I explained to her that I had already taken the previous day off from work just waiting on the rental. I work 10 hours days in east Boca Raton and they are not open when I am on my way to work, and they are closed by the time I get back from work. I request to speak with James but was advised he was not in the office. I called again and spoke to Daniel, explaining the same situation. Daniel told me that I when return the car to the Enterprise office at Braman, I should ask them to leave the ticket pending and he would take care of it on his end.
I called two weeks later and spoke with Marcus, the manager of the branch, explained the situation again. He told me that he would look into it and call me right back. It has been 4 weeks! I have yet to receive a 1) a call back, 2) a credit for the rental, and 3) credit for the additional days of insurance.
I feel as though I was taken advantage of by your company. I should have been given the option to decline the additional insurance. The insurance should have been explained to me prior to being asked to sign the paperwork. I understand that you have policys and procedures so, after agreeing to the insurance, it should have been explained that I needed to come back to the office to remove the insurance. At that point, I would have spent the extra time waiting for James to redo the paperwork. I was promised something by Daniel, which he has not delivered. And worst of all, I have been waiting for a manager to return my phone call for over a month. I am assuming that since your company thinks I was dumb enough to be tricked into something I didn't want, I'd also be dumb enough to let your company's unfair practices go unnoticed.
David of Kyle TX (04/14/08)
My insurance company reserved me a car from Enterprise while my truck was in for body repairs. My wife's rear ended another vehicle. I picked up the rental on 4-10-08 at 8:53 am. Kristin, their agent, did all the paper work and walk thru. I should have not trusted her and asked if I could do it my self. The only thing I found was a dent on the front driver side wheel fender, which looked like she was marking it when I told her. She even answered me when I told her, so I did think to double check her or take a picture of it. The only thing I saw her find was a knob missing from the seat. I shouldn't have taken the car since that knob adjust the seat, which was reclined to an ackward postion.
I didn't initial things till after she went through her long fast auction like speech about the agreement terms. It was pretty much a situation of sign here and intial here, here, here, and here. Later after they got the car back it turns out she did not note the dent I showed her. She marked instead marked some scratches near the gas door, which she did not bring up me. Plus, it turns out that they mark scratches with X and dents with O. How was I suppose to know that? I can't find anything indicating this on the agreement. I cannot understand how she will not say that it is possible after the many vehicles she loaned out on a Friday morning could have made a mistake.
The manager will not take it into consideration that a mistake could have been made on the paper work. It is pretty much what is on paper is law. End of story. So, now they are filing damage with my insurance company. I will have to wait and see how much my premium will go up and if I will have to pay a $500 deductible on repairs on that vehicle.
Vanessa of San Jose CA (03/26/08)
I rented a car from Enterprise for several days...so I could take my car in to get fixed. While in possession of the rental - it was stolen... I immediately called Enterprise and the police and filed a police report... several weeks later the person was caught and the vehicle was recovered. I was then sent an invoice, charging me for replacement of 2 tires, a brand new windshield and the towing cost = $885.52. because I did want to claim it on my insurance and risk the deductible going up... I sent ERAC my credit card and told them to charge my card... the person who stole the vehicle pleaded guilty and due to other charges - is now serving a prison sentence. Before he was sentenced, Santa Clara County Probation contacted me to advise me that Enterprise had filed a claim - stating they were the victims and wanted Victims Restitution of $885.52.
I immediately called Enterprise and left Joy (a Loss Control Administrator) and left several messages indicating that if they were filing Victims Restitution - then they should not charge my card for the same bill. My card was never charged and I assumed all was going to be ok...my fault for assuming
SIX (6) months later, I receive a letter from Green Tree & Associates, a collection office - claiming that I owe them $942.04 because I never paid Enterprise! You would think Enterprise would have sent me letter letting me know I still owed them money... or they should have just charged my credit card!
I am currently disputing this with the collection agency and trying to obtain copies of the Abstract of Judgment that reflects Enterprise is the victim with a claim to receive funds from the man who stole the car. Unbelievable; I will never again use this company and I will continue to complain about this situation to every agency, forum, customer service site I can find...
the consequences of Enterprise putting me into collections is that my credit report will now be affected...and I am trying to buy my 1st home and may not be able to get a loan because of this ridiculous claim
Kendrick of Fullerton CA (03/17/08)
On or about February 11, I rented a car from the North Fullerton location. I was expecting to only rent a car at most for two weeks, however I ended up needing it for 30 days. When I returned the car on March 10, 2008, I was told that there was a scratch on the car. When I saw that there was a minor scratch, I assumed there would be a little fee, but they said we are reporting this to insurance as a car accident. I was shocked, and they made me pay $500 upfront of my deductible. Kimberly and Rob kept saying that the car was damaged, and I could not believe this had happened and what I was hearing.
Today, I called enterprise and Kimberly is no longer at that Branch. I do not appreciate being taken advantaged of, and I don't appreciate Rob accusing me of damaging the car on purpose. I was in no way in a moving car accident as this company wants to report that as. I took pictures of the small scratch.
They made me pay $500 upfront and contacted the insurance company and reported the scratch as a car accident. The scratch is so minor that I could fix it with Scratch Away.
David of Phoenix AZ (02/28/08)
I rented a car for one day. When I returned it, the person asked, "Did you smoke in the car?" I said that I had. She informed me that the contract disallowed smoking and that I would be charged $150. When I told her no one had told me I could not smoke, she pointed to a line on the contract which I had not seen and which no one had pointed out to me when I rented. Another customer service representative took over and told me he would do me the favor of only charging me $50. I have no problem with Enterprise requiring that renters NOT SMOKE in their cars. But if they really don't want their cars smoked in, all they need to do is put a sign on the dash or near the ash tray that says so. My guess is they LOVE for unaware renters to smoke in their cars because they can then hit them with a ridiculous fee for having done so. I think this is just another scam to bilk renters out of more money. My one-day rental went from about $25 to $78! I will never use Enterprise again.
Jesse of Pahoa HI (02/20/08)
I rented a vehicle from Enterprise Rent-A-Car. I foolishly assumed that a large corporation like Enterprise would supply properly maintained vehicles in safe condition. I foolishly trusted Enterprise with the lives of myself, my wife, and my two children. While driving down an almost straight wet road, the rear of the vehicle slid out. I tried to recover from the spin, but it would not straighten out, and crashed. I could not understand what happened, since it seemed to violate the laws of physics. Only after I took a closer look at the tires did it all make sense. The first thing I noticed was that none of the tires matched. That is, out of the 4 tires on the vehicle, 3 of them were completely different tires. I know enough about tires to know that is a really bad idea. I later found in the vehicle owner's manual that the vehicle manufacturer recommends matched axle pairs. Since neither axle had matching pairs of tires, it seems all of the tires on the vehicle were not recommended by the vehicle manufacturer. I later found that one tire had many tread wear indicator bars showing, so was considered bald. That tire was unlawful to operate on any public roadway because it was unsafe. Imagine, renting that vehicle to a consumer in the rainiest city in the USA!
As if that wasn't bad enough, 2 of the tires further violated the vehicle manufacturer's recommendations by using different load indexes, and they were mounted on diagonally opposed wheels. I took a photo of the pages in the owner's manual where the vehicle manufacturer clearly states, "Use of any tire or wheel not recommended by Ford can affect the safety and performance of your vehicle, which could result in an increased risk of loss of vehicle control, vehicle rollover, personal injury and death." Another tire had a split tread, which a tire technician said typically comes from being operated for long distances while significantly out of alignment. Prior to returning the vehicle to Enterprise, I got the vehicle up on a lift at an independent tire shop. I obtained a report from them on the state of the tires, and took photos of the sidewalls and treads. A staff member at the Enterprise branch said they send their vehicles to the local Firestone tire shop for maintenance. Firestone's own internal policy states that they should always follow the recommendations of the vehicle manufacturers when selecting replacement tires. After I returned the vehicle, Enterprise actually returned it to the same Firestone shop that put the bad tires on it in the first place! They issued a report to Enterprise on the state of the tires. I was told that the report stated that there was some uneven wear on some of the tires, but never even mentioned the bald tire! Of course, Enterprise refused to give me a copy of Firestone's report.
However, Enterprise actually charged me for the rental of the unsafe vehicle. They are currently trying to charge me about $4,000 for the body damage, even though it resulted directly from the unsafe and unlawful conditions of the vehicle they supplied. I am just so incredibly thankful that none of my family were injured or killed due to Firestone and Enterprise's shoddy maintenance practices. I saw an article about an unfortunate Enterprise customer in Texas who actually died in while driving an Enterprise vehicle with bald tires. It's hard to believe Enterprise still continues with reckless disregard for the lives and safety of their customers. I hope they enjoy their ill-gotten gains. Now I just wish the heartless money-grubbing crooks would quit pursuing me for the $4,000 of body damage. I already told them they should recover it from Firestone, but they don't seem inclined to do that.
Juanita of Hephzibah GA (02/18/08)
I returned my rental and the branch manager accused me of smoking. I proceeded to tell him that I did not smoke in the vehicle. He picked up a small piece of grass and smelled it, saying that it was marijuana. I told him that maybe who ever had driven the car previously left that. I also told him that I didn't get on my hands and knees to check the interior prior to stepping into the vehicle. I told him that there was no way the car was completely clean because my fiance had found 2 condoms in the glove box. The manager still argued that the car had been smoked in, my witness (who followed me to the branch) also told him I had a baby in the car with me and I did not smoke. I have rented from Enterprise on 4 different occasions within the last 2 years and have never had a problem until last week. I just can't believe the nerve of this branch manager acting like this in front of customers. I work at a local college in the area and what he was saying (about marijuana being smoked) could have ruined my reputation.
As a result of this, Enterprise charged me a $50.00 detailing fee to vacuum up a few pieces of grass or as the branch manager put it, marijuana!
Deborah of Platte City MO (02/04/08)
My car was involved in a car wreck in which it was completely totaled. My insurance includes car rental and since my car was towed to a company near Enterprise I asked the insurance company to make arrangements with Enterprise for my rental. After checking with my insurance company, I called Enterprise to see what I would need to do to get the rental and they said I would need to bring in my bank statement, utility bill and debit card. I explained to them that this was all being taken care of by my insurance company and Chris insisted this is what I needed. The next morning I called my insurance company and explained what they said I needed and they had never heard of any of their customers needing to bring in a bank statement especially since the order had been sent in by them for me to get the rental.
I called my insurance agent and he called Chris (the manager) and Chris told him all I would need was my Drivers license and Work ID badge. When I called Enterprise back I spoke to another employee and was told they had never heard of having to have a bank statement but that is what was on my order to bring in. I called my Agent back and he spoke to them again. Don't know if it was in person or over the phone. My Agent assured me all I needed was Drivers License and Work Badge. I called Enterprise back and was picked up by John on a Friday morning. My daughter was with me. When we went inside, I laid my Driver's license and work badge on the counter. At that time John said I would also need my bank statement, utility bill and debit card. I told him that my Insurance Agent had talked to the Manager (Chris), who by the way never came out of his office but I know he could hear what was going on.
I then asked John to take me to my Insurance Agent's office up the street. He then said he just needed verbal clarification and I said my Agent talked to your Manager two times how much verbal clarification do you need. Again he never went in to talk to the Manager and the Manager never came out to clear things up. I was then given the car but told I could only drive it in Missouri or Kansas and not to go out of those two States and that my insurance company had not sent in the order even though my insurance company told me the night before and that morning that the order was in. I was also told to have the car back by Monday 10:00 am. My rental insurance covered me for 20 days. On Monday I brought the car back at 10:00 am and was not offered a ride to anywhere and had to walk back to the Company that had my car waiting for the Adjuster to come.
I am a Black Woman and I feel they were very prejudiced toward me. There was no reason for me to have gone through what I went through especially since I was not a customer off the street but my order had been set up by my insurance company. If the manager had come out of his office and talked to me it would/should have been, hopefully a smooth transaction. Discrimination is ugly no matter what and to do it in such a company that deals with the public should be a concern of yours. I will never patronize their establishment again and will not recommend them to anyone I know.
John of Franklin WI (02/04/08)
I rented an Uplander while my car was in the shop. Dealership paid for rental for me with insurance. The car smelled like an astray. The girl at the desk said that's too bad, we tell customers not to smoke in vehicle. Funny...I was not told. I could not return car because it was over weekend and they were closed.
Lawrence of Richford VT (12/25/07)
I was moving from Lake Placid, NY to Richford, VT. I got 3 estimates. Enterprise was the lowest. The estimate was for $935 with 3 workers. They arrived Saturday, 12/22/07, 2 workers. Representative Manuel Guadalupe and I reviewed contract and made changes as per estimate, signed or initialed. Upon arrival in Richford, VT, Manuel stated I had to pay increased charges. We called Jamie on his cell phone.
No discussion: pay or they will not unload. I agree to pay to get my possessions unloaded. The increases are for start work time, at my location, 1 pm, as quoted vs. when leaving NJ, 8 am (5 hours more), and return to NJ, 4 hours standard as quoted, or 6 1/2 hours travel. Total over charge was 7 1/2 hours at $85 for a total overcharge of $637.50.
Alma of Sylmar CA (12/10/07)
We received a car from Enterprise that had just been dropped off from another customer. When the inspection was performed, he only walked around the car looking for major dings/scratches, never checked the front windshield. As we're driving off we noticed the drivers side mirror did not work, so we stopped and mentioned it to Gabriel; he said as long as we can adjust it manually it was okay and did not make a note of it. It's obvious that they did not inspect all the way through. When the car was returned, they said that the front windshield has been broken, and they will check if it can be sealed. At time of inspecting the car when we did return the car, Gabriel, the same person who processed the order, went exactly to the windshield, and pointed out the damage; funny that he didn't notice anything else. As if he was checking the identification of the car he noticed the windshield (bottom part where the wipers sit) not noticeable to the eye.
I have been contacted, and they said since I did sign the contract that I was fully responsible for replacing the front windshield. I strongly believe this occurrence did not happen while driving this car, but instead when others pay optional damage waiver fees. It doesn't matter how they return the car; they are not responsible. So therefore, when someone else rents the car, then they want to charge the damaged fees to new renter.
Will have to pay for installation of new windshield.
Arthur of Jacksonville FL (11/26/07)
When I rented the vehicle from Enterprise, I walked around the car while it was being inspected. The associate checked for dents on the trunk, hood and doors. When I returned the vehicle, another associate went straight to the underside of the vehicle to inspect for damages. He found scratches under the front bumper and declared that I had been involved in an accident. I had the car for less than 24 hours, put 58 miles on the vehicle, and now I am being charged an additional $375.05 for the scratches.
I intend to pay the claim to protect my credit rating, but I also plan to picket the ERAC location.
Sutipong of Northridge CA (11/22/07)
My insurance adjuster made a reservation for a car rental for me .Enterprises called me to pick up the car. The whole parking lot had only one car. I was given that car which is not the one that my insurance company reserved. Instead of the $20 per day car reserved, Enterprise gave me a $45 per day car, upgraded. The Enterprise clerk took my driver's license and credit card information. He gave me the paperwork to sign but did not mention it would be $25 per day more than what my insurance agent had reserved--and what my insurance will pay.
When I returned the car the Enterprise manager told me that I can keep the car for another week. That means they know that I was supposed to get the car that cost $20 a day for 30 days. That is the maximum of $600 that my insurance will pay. I am very upset. Enterprise should give the customer the car they reserved. I didn't ask for upgrade. I try to explain to the manager but she keep saying that I signed the paper so I have to pay. I asked for the person that gave me the car on that day. He was no longer works there. I told my story to several friends. They told me that I have to watch out. Enterprise always gives a different car (the more expensive one) to the customer other than the one reserved.
I have to pay $500. I think this is not right. Enterprises took advantage of me. I told them I'm willing to go to court. But the manager told me they have my credit card. She makes it sound like I have no way out.
Linzie of Afton MI (10/29/07)
We paid over $200 to Enterprise Online High School, took a test online, received accredited transcripts and a high school diploma. The trade school which I'm applying to is not accepting their transcripts. I called the 800-number, and it was not in service I have also sent several Emails to the student services department and received only an automated response asking me to check their FAQ page. Now the site (as of 10/22) is up for renewal or deletion. Can you help me?
Will have to wait over 2 years to re-apply to the ALBAT program. Will be out the $25 app fee to ALBAT and also out the $230 spent on obtaining this so-called high school diploma. If I do not go to this trade school I will not have work.
John Doe of San Gabriel CA (07/10/07)
Rented a car and didn't notice any damages when we did the walk around. Two days later, I returned the car and they pointed out a tiny scratch on the car. Since I didn't buy their insurance, they forced me to pay $500 for the scratch and took it right out of my credit card they had on file.
I had to fork out $500 because I didn't buy their insurance. They find any way possible to screw their customers.
Amy of Woodbridge VA (02/24/06)
I was just recently in a car accident, and rented a car through Enterprise. I was given a Jeep Cheroke on 02/21/06. On 2/22/06 I called and said the driver's side seat belt was broken. I could get it buckled, but there was no slack, and it was very hard to get it buckled. It was very uncomfortable and very hard to make any movement in the car, with the seat belt so tight. I advised him that my drive into work was over an hour away, and that I felt this was a safety issue. He said that it would be noted and not to worry.
I brought the car back on 2/24/06. While checking in the car, I over heard that they were happy the car was back because they were giving it to someone else that morning. I advised them to look at my paperwork, because the seat belt is broken, and it is unsafe to drive the car. I was told that there were no notes about my phone call, even though the person I spoke to was standing right next to the man checking me back in. They said the car should be fine to let someone else have for the weekend and not to worry. I personally don't think it right for a company to let a car off of their lot, knowing that it is not safe to drive. I emailed their corporate office on 2/23/06, and have still not heard anything back from them.
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July 7 2008
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