Enterprise Rent-A-Car Reviews

And I did nothing wrong. I wasnt even in my car to be talked to. My the one you insure. And now have to wait till Wed or Thursday before my my Mazda goes in the shop cause I didn't know how I was going to get around while it was going to be fixed. Well the shop took another customer in so my Mazda won't be done till for another week not Monday coming up but next Monday or Tuesday.

Right now we don't have no one to take us anywhere so I just wanted you to know what it's like to not do anything wrong and have to pay 50.00 even tho you get it back. Maybe it's Enterprise?? They (LIE) and I've got prove...just to be able to get a rental cause someone hit me and even if you have it on your card Enterprise says that your card is declined. I am also going to be putting this on a website letting other people know. If I could find a way to edit the recording hell I don't care. I am going upload the call from me to my card. You tell me who's lying.

I explained to them that I am a stay at home mom and my Significant Other is the breadwinner and therefore the bills AND paystubs are in his name. The checking account the debit card is attached to is a JOINT checking account with him. Doesn't matter. Utility bills AND pay stubs have to be in my name or no car. So my street, yard, garage, and driveway are flooded, my car has an issue that renders it inoperable when it drives through water and enterprise would rather have 3 kids remain stranded at school in a rainstorm and FLOOD than to work with a stay at home mom and help her rent a car. #ShameOnYouEnterprise #BoycottEnterpriseCarRental

When returning the car a few days later at the Chicago location and explaining what happened on the trip, the worker looked at me like I was crazy and told me it was NOT their policy to make us pay the deductible before getting a new car, and if they did it would NOT be as high of a number as $500. He was so sketched out by it, he returned it to me ASAP. He also informed me they charged me for not bringing the damaged car back with a full tank of gas and kindly returned that to me as well. Probably the only good service I was given throughout my whole experience.

After sending everything to my insurance company, my insurance covered the damaged cost 100%, I only owed my $100 deductible. Enterprise continuously called me and sent me letters saying they had no insurance info for me and I owed them the 3,436$ in damages. After returning every one of their phone calls informing them what my insurance info was AND my insurance trying to contact them they still continued to say they were never given my info. Finally the letters and calls stop and I assumed it was over with and was just waiting for Enterprise to send me my bill for my $100 deductible.

My insurance company ended up paying the damages minus the $100 on December 15th. On December 23rd, Enterprise sent me another letter with an invoice telling me they have not received money from my insurance for the 3,436$ and if not paid by me in 10 days I will be sent to collections AND I was banned from using them and 3 other rental car places.

Since the holidays are around the 23rd when they sent the letter, I did not even receive this letter until the day before my deadline to pay what “wasn’t already paid to them”. After calling and telling them I shouldn’t have to owe the couple thousand to them and asked if they had my insurance all that was said to me was “we have your insurance info, anything else?” After talking to my insurance more, they told me to pay my deductible to Enterprise and move on because everything else was taken care of and they might be making a mistake when saying it’s the couple thousand I’m still owing.

So I paid it. And a month later I get a letter from a collection agency saying I was sent to collections by Enterprise over that $100 deductible. After much fighting between me and the collection agency and me and Enterprise, I FINALLY got my proof in and showed everything was paid that needed to be paid in a reasonable time. I also got a chuckle when even an employee I talked to from the company has no idea how I was sent to collections after receiving ONE letter saying the amount I owed. Enterprise does not know how to handle claims professionally and does not look out for the consumer, only how they’ll get their next buck even if that means trying to scam them. ALWAYS keep proof of payments with this company.

You will see from the claim that the car was misfueled. The details of how this happened are set out below, and I will gladly repeat them as part of an insurance claim or dispute process, if I have to. Before doing that, however, I want to tell you that I have been an Enterprise customer for a long time, and have rented cars many times from the Gatwick branch without issue. I have always found Enterprise agents to be a cut above. In particular, they have stood out for reviewing the details of the car with the customer to make sure the customer is fully apprised of important aspects of the vehicle and all questions are answered.

In this situation, both check-out and drop-off were unusually poorly handled, resulting in a needlessly traumatic experience and what I am told is damage to the car ranging from a small refueling charge to replacement of the entire engine. On calling DRU on February 6 to ascertain the details of the claim, I was told I would not know for some weeks, which extends the trauma, stress, and worry throughout these weeks.

I will be traveling to Gatwick multiple times in the future, but at this point I don't feel confident dealing with the staff at the branch. Given that the manager of the branch, Christian **, was not at all inclined to listen to me and to help customers avoid such experiences, I feel I need to warn other customers of the trauma they may experience as a customer there, which I will post to the internet after this message.

This is unfortunate, because I do believe Enterprise in general to be a good company. My first intention on talking with Mr. ** was to let him know my overall opinion of Enterprise and how it had varied in this case, leading to this outcome. That I truly wouldn't want anyone to experience what I did, which could be prevented. My impression was that Mr. ** did feel some responsibility but felt the need to deny everything on behalf of his agents to avoid responsibility, becoming rude in his defensiveness. His handling of the situation, however, has alienated a long-term customer and will result in similar situations.

Here are the details of what occurred: At the time of pickup, I had noted that the agent did not take the time agents usually take to review the car with me. Yes, she was polite, but she was clearly in a rush. I had asked if any of the vehicles had a GPS system because my phone was not functioning well at the time. I did not insist, was very polite, and simply just asked. She went into the back office for awhile while I sat and waited. Then she came out, and without any explanation, took me out to get the car.

When we were out by the car, she informed me I "had an upgrade" for the first time. I remember her saying "We're very happy to be able to rent this car," which struck me as odd. I actually prefer to drive smaller cars in the UK, hadn't been informed of the "upgrade" prior to being taken to the car, and was a bit confused why she would be happy to have the chance to rent this particular car -- was it perhaps not much in demand?

She seemed in quite a rush, handed me the keys, then noted from her "pad" that the price was different from what she had told me. She then told me she would make sure it was right, and rushed back into the office without reviewing the car with me. At this point, feeling a bit confused and left-alone, I tried to review things in the car by myself, and in fact tried to find her -- I thought she was going to come back. However, waiting a bit, she didn't come back out, so I went over to ask some questions of the person at the outside drop-off kiosk.

One of the questions I asked was how to determine the car was fully-fueled (it was hard to tell on the dial) -- the person pointed this out, but also didn't inform me that the car required diesel fuel, then quickly went back to her station. I actually went back another time to try to re-confirm with her how to read the dial because she had been so quick with me the first time; she quickly pointed that the tank was full, but at this point it was clear she didn't see this as part of her job.

At this point, having tried to understand the fueling needs and not been apprised of any alternate fuel requirements, I had no reason to know to ask any further questions. You can see that even though the agents were not thorough with me I tried to do what I could to understand the needs of the car. Had I been told there were alternate requirements, given this would be the first time I had ever used diesel fuel in a car (and despite renting cars multiple times from this very Enterprise branch), I would have certainly asked follow-up questions to make sure I understood what fueling with diesel entails.

After drop-off, I got a message that there was an issue with the car -- I was able to receive calls at this point as I was on the Gatwick wifi network. I returned from the airport to the branch to discuss. The first agent was understanding and acknowledged that yes, such situations would be avoided if the agent made it clear that the car needed diesel fuel. I asked to talk with the manager at this point as I wanted to make sure this point was understood at his level.

Please understand that the Gatwick branch is at an airport -- and as such, the agents are renting to people from out of the country, in my case the United States, where it is highly unusual for cars to need diesel fuel. If customers, and the branch itself, is to have a successful rental business, informing customers of such an unusual fueling requirement is essential -- and very important. It would seem that the manager would want to be aware of this to prevent problems. Training agents to make this clear - and adding other measures, such as a sticker on the gas cap stating "Diesel only" would completely prevent such a situation.

Mr. ** didn't seem to care about any of these things. He kept repeating that his agents were all well-trained and he stood by them. He pointed out how the agent was trying to please me by giving me an upgrade. This seems an odd response to the situation -- I did not ask for nor insist on an upgrade. I was surprised when I was taken to a larger car, and this seemed clear to the agent who was "happy to be able to rent" that particular car and a little flustered herself by handling the difference in price. In fact, agents should be aware that particularly if they give a customer an upgrade, especially in the manner in which it was done with me, it is even more important to review the details of the car that are different from the one reserved. Moreover, trying to please a customer with a bigger car, or being polite in general, does not somehow excuse an agent for a less-than-thorough check-out process.

At one point, Mr. ** acknowledged that "In many cases, we pay for damage to cars, even when we don't have to," but in my case he wouldn't. I hadn't brought up the branch paying at this point -- my intention was that customers not have the experience I had, and that he understand how this can be avoided. The fact that he responded by a statement about the branch paying, in retrospect, makes me think his demeanor was less about preventing such a situation than concern about his own narrow responsibilities and branch costs.

It was shocking that he showed so little recognition or concern about the cursory check-out I experienced. Even while his agent herself, and later, the DRU agent on the phone, acknowledged that not informing customers of alternate fuel requirements could cause such traumatic problems, he basically told me I was lying. At no point in my discussion with him was I rude or in any way disruptive -- I was, however, incredulous at how he treated me and his lack of any acknowledgement that it was even possible his agent might not have informed me of fuel needs -- even after I explained at length my rather unusual check-out experience.

I can understand the check-out agent was rushed and not fully-trained in terms of car-review protocol with the customer; I can understand the branch made a mistake; but I cannot understand a manager treating a customer like this. Mr. ** handling of the situation has alienated me as a customer and made me feel very uncomfortable using the company -- and particularly the Gatwick branch -- in the future. If that is how he runs things, I do not feel I am in good hands with my future rental needs and feel obligated to do what I can to prevent anyone experiencing what I did at the Gatwick branch. Thank you for your time and attention.

The story does not end here. I called Enterprise USA, booked a car in Madrid. When I got to the rental car desk in Madrid, they tell me that there are no cars and my reservation is no canceled. After arguing with the manager there for 1 hour, she was kind enough to find me a car. Lesson learned with Enterprise. They will screw you vacation and leave you in a country you don't live. They don't care. I will never rent with Enterprise ever!

Called back at 3:00 still nothing and then he told me I rented to late in the day. (12:45) And then gave me an attitude and changed my contract to pick me up at 8:00 PM and they close at 6:00pm and then I called corporate office and they called him. And then he said he was on his way. I called back at 5:55 and he said, "We close at 6:00," and if I could get there he would wait. I WILL NEVER USE THIS COMPANY AGAIN... VERY RUDE PEOPLE IN THE OFFICE in SPRINGLAKE, NORTH CAROLINA. BRAGG BOULEVARD.

4 days after the car was returned I received a call asking me to deliver the car back to them (unprofessional to say the least), refusal to refund my deposit and now I have been hit with a damage liability claim for something I DID NOT do nor can they prove I done this as the car was out of my possession 4 days prior to it being returned to them. They thought they had an easy target. They thought wrong. An absolute disgrace of a company! If you ever have the misfortune of having to deal with the company take pictures... hundreds of pictures! Do not miss an inch of your car inside and out. Better that. Avoid them all together - Don't even deserve one star!!!

Politely I ask for a copy of the terms and conditions that they are referencing so that I can review. They claim that the customer is responsible for the safekeeping of the car until a representative of that branch can inspect it. It took three times asking for the terms when a PARTIAL copy was finally provided. It turns out that the liability of the customer is just as they suggested IF THE VEHICLE IS RETURNED TO A DIFFERENT LOCATION. The claims rep conveniently chose to keep that clause to herself. That is fraudulent. It is acting in bad faith. Oh, and it’s criminal. To make things more insulting, half of the copy of the terms provided were in French. The claims rep, to this day, refuses to provide the name of her management to address the issue.

A few later I get a call that I needed to bring car in as my car was done, that wasn't the case at all. Then when it finally was time to turn in the car they tell me I owed over $500 because the insurance company company hadn't paid and it was my responsibility, and I spoke to Victoria and said my card better not be charged or we would be in court. Today I am reviewing my bank account to see if the $50 hold fee had been returned and it hadn't, as well as I am being charged an additional $22.10 for tolls, the car never went thru the tolls, and she also tells me that the card was charged for an additional day as well as a full detail.

NOT one phone call from this location, the manager is rude, she is NOT customer service oriented, today she was the same way. I use to rent from Enterprise back home and NOT ever had one issue. This Victoria needs to properly address customers as well as if there is a problem pick up the phone and call the customer. The extra day rental she needs to call the body shop, they picked up the rental. I will not rent from Enterprise again.

I then drive away - “with a vehicle I didn’t select” and returned the vehicle on 11-3. Now returning the vehicle you would assume is easy, but they close early on Saturday which makes no sense for a rental car company. Every airport has basically 7 day a week support and they don’t close early, plus this location doesn’t operate on Sunday. So since they don’t operate as 99.9% of the industry, they also wanted to bill myself for these days. I was billed for two extra days and when I attempted to explain this to the local office, it fell on deaf ears. (mind you my rental was in their parking lot since 12pm Saturday).

Their office basically stated this is my fault and I could’ve returned the car to another office that was open. “That makes no sense”. Typically most customers pick their office because of location. Then during my conversation with a local mgr, he basically stated, “We’re 100% correct and you’re on your own.” This is ridiculous, then the onsite mgr has the gall to state “well, I don’t have to do the math again, but I can since you don’t get it”. I then called the customer complaint office “twice”, left my information wanting a return call and nothing has been done. I asked for a follow-up call with their local regional manager or VP, she was suppose to call myself and same response…silence.

Unfortunately, I can say that this local area of Enterprise is good at one thing, which sadly to say is ignoring issues and replying with silence in which I believe they're hoping I would assume at this point is for the customer to just go away. I travel frequently and a vast majority of my company peers do so as well, but we’re not going to use Enterprise any longer. I will state that the main associate who assisted myself and very courteous and receptive. Other than this, they have a lot of effort and improvement to commit to. Office area was filthy to add, which is not a initial good sign. Shall I go on?

I called Enterprise and I was told I was added on the DO NOT RENT list. I have now called 4 times since the 7th to speak with a manager about my refund and being added to the DNR list and have yet to get a response from ANYONE during the entire experience. I also called a manager’s phone three times and have not received a call back. At this point I would never rent from them again even if I was removed from the list.

He then went on about not getting a call. He said he would rent us a minivan. How is a minivan going to accommodate 15 people?!! I asked for his supervisor's name. Instead of just giving it to me, he said he was the Branch Manager. I told him to give me his info and he said he didn't have any cards. I asked again for a supervisor's contact info. After waiting awhile, I got it. I called the Station Manager. He was absolutely no help and regurgitated the same nonsense the other guy said to me. So, I didn't get my vehicle!!! NEVER USE THIS COMPANY!

Most recently, we have tried to rent from them, like today, we need a truck rental for tomorrow. We will be inbound from a round trip to Tucson AZ. We will arrive back home about 30 min after they close. So we can't drop off keys because they have no drop box, we can't drop it off the following day (Saturday) because they ARE NOT OPEN ON WEEKENDS. So they want to rent it to us for 3 days, 2 more than we need. WTH!! And no customer service. We are done. We will drive 85 miles to El Paso and rent a vehicle from a different company before we step foot again inside their establishment.

This last Monday, I was told to submit my bank form showing the multiple charges on their website. I did this exactly as I was told, and instead of refunding me as I was told they would, I received an email telling me to call another 800 number (The email was so unprofessional and had so many grammatical errors it wasn't even funny). I called the new number they gave me, and the poor lady had no idea what was going on and why I was told to call her. I have had my bank close my account and open a new one for me, and I am resolved to eating the over charges, but I will never, ever utilize Enterprise again. I would rather walk first.

In any case, there were also scratches from that incident, and we filed a claim with our insurance carrier, and Enterprise had him pay $500 for the deductible. We were expecting to get the $100 deposit back and credit for the days the vehicle wasn't used, but Enterprise instead said that because we didn't have it for the whole week we would be charged the individual day rate instead of the rate we had for the week. So they charged us $308 for the few days we had the rental (even though I discussed this with them over and over on the phone, I still can't understand why it was so much more for about half the time). Anyhow, it was a clever maneuvering on their part to make sure they got to eat our security deposit. Liars and thieves. I will NEVER do business with them in the future.

I emailed to find out why I was charged that much, and yesterday 1/14/19 I got a phone call from a customer service rep who tried a couple of times to convince me that it had been explained to me when I rented the car that I was in effect paying for the full tank of gas that was in the car when I picked it up. I asked him if he thought I would have agreed to buy the entire tank if that had indeed been explained to me when I knew I'd be driving the car less than 120 miles in total. It turned out to my satisfaction, however, because after a few minutes he offered me a refund. We agreed on an amount and apparently the refund will be back in my account tonight or tomorrow. Overall, my experience with Enterprise has been positive and I would rent from them again... and now that the prepaid policy has been explained to me, I will not prepay if I won't be going very far.

Erin did her best to offer a solution to make my experience better. She offered a different car to me if I chose. I absolutely took her up on this as I did not feel I could drive this car for the time it would take for my car to finish getting repaired. When I arrived back to Enterprise, Claire met me. She was extremely gracious and accommodating. She gave me a car that was so much better than the first car. She also gave me a few "extras" including a bottle of water. :) The excellent customer service I received and the kind treatment I was given is very much appreciated. Thank You Erin and Claire!!!

My wife then called me from the Enterprise office and said that they are going to charge us for the dent in the left front fender. I asked her what was she talking about. She said that Enterprise claims there is a dent in the fender that wasn't there when they rented it to us. I couldn't believe it as I had the vehicle 17 days and I hadn't seen any damage to the car. So I go the Enterprise location and look at the car. There was indeed a very small dent in the left fender that you could see if looking at it from the proper angle. I told Enterprise that the vehicle was so dirty when I got it I just didn't notice the damage, as we absolutely did not damage the car. Enterprise basically said, “Too bad, you have to pay for it.” So now it's late Sept 2018. I informed Enterprise that I was going to dispute the accusations.

Here's what happened from there: 9-20-18: I'm told I have to submit a $500 damage deposit and insurance info. 9-20-18: I review the damage in person. So slight it had to be pointed out to me. 9-25-28: Enterprise calls and says Castle Rock, Office Mgr. will call me. No call was received. 9-26-18: I had to call Enterprise. Spoke with Office Mgr. I'm told the vehicle was at the body shop already. Not sure what this will cost. 9-28-18: Got letter from Enterprise telling me to contact my insurance company or credit card company to report this claim. 10-1-18: I called Enterprise Damage Recovery Unit. Told my side of the story. I was told I would be contacted by Enterprise in a couple of weeks.

10-18-18: Receive call from Ryan, the Enterprise local Area Manager. He wants to talk about situation. Leaves number to call him. I call him 10 minutes after he leaves a message, but the call went to voicemail. I left a message asking for a return call. No call received. 10-22-18: I call Ryan again. Left message. No call received. 10-23-18: I call Ryan again. Left message. I also called Enterprise Damage Recovery Unit again. Christin tried to call Ryan. NO luck. She sent him email asking him to call me. I did not receive a call from Ryan. I did not hear anything from Enterprise for a month.

11-26-18: I receive a packet in the mail from Enterprise stating that I owed $812.25. This included $100 administration fee charge, a $59.12 loss of use charge, and a $59.37 Diminishment of Value charge. That means the damage to the vehicle cost $593.76. Now you can see why I didn't see the damage! You can't get a scratch repaired for $593.76.

12-3-18: I ask Enterprise for a copy of my contract and a copy of the document I signed saying there was no damage to the vehicle. I learn that there is no actual document that I signed. Enterprise informs me that by signing the contract, I verified there was no damage. 12-10-18: I still wanted to talk to the Area Mgr. Another call was placed and I left a message. No callback was received. 12-12-18: Another call was placed to the Area Mgr. I left another message. 12-14-18: I finally received a call from the Area Mgr at 3:45 pm. He says to call him back, within an hour. I wasn't home when he called. I couldn't call him back within the one hour time slot I was allotted, but I called and left another message.

12-18-18: Called Area Mgr again as he had not returned my previous calls. The Area Mgr simply returned one of my calls and he gave me one hour to call him back. I never spoke with him about the accusation against me regarding damage to the Enterprise vehicle. 1-11-19: I hear from the Damage Recovery Unit. Enterprise is still demanding payment. They agree to waive the attached fees, but I still have to pay $505 for damage that I believe was on the vehicle at the time it was rented.

Conclusion: Enterprise has no photos of the vehicle before I rented it, verifying there was no damage. There was very slight damage to the vehicle, that I contest I did not see when the vehicle was rented as the vehicle was extremely dirty. I tried to discuss this matter with the Area Manager numerous times, but he only returned one of my calls. Enterprise demands payment. I have no choice but to pay for the damages. I will never rent from Enterprise again.

The other agent, sitting in a small office, was listening to the conversation when he probably should have been Googling "How Can I Best Serve the Company that I work For". I asked "Do you deliver?" (Okay, so I should have said "Do you pick customers up as your company ad states?") To which the agent in the office replied "We're not KFC!!!" It was rude, discourteous and disrespectful, uncalled for and unprofessional. I would never rent from Enterprise in Corner Brook again.

While waiting, I called my local office and let them know the situation. The following Friday, I went to the local office near where I work in Little Rock, AR to pick up a reservation I had made on my app. They wouldn't rent to me because they said I already had a rental. Come to find out, the previous vehicle hadn't been checked in and this was 11/9/2018. They contacted the home office and let them know. On 11/12/2018, I get an email with a final bill showing that the car was checked in on 11/11/2018. They had overbilled me 1 week and 1 day. Because I paid with a debit card, they seized the $250 deposit I made then put a pending hold on my checking account for an additional $303. Then when my payroll direct deposited seized the money plus an additional fee for toll charges. I had been careful to avoid tolls.

So they lose their car and charge me for the recovery. Remember I am a Platinum top tier customer. Didn't matter one bit. Phone calls and emails to their local office and their consumer email account went unnoticed and no response or "Sorry, billing screwed up." I finally got a number and all they could say, "It was checked in on 11/11/2018 and you were the last to rent it." Spread the word. Do not rent from Enterprise, Alamo, or National. They are all the same company. If you do turn in a vehicle at the airport, get a paper receipt, so you have proof.

That was 12/22/18... It is now 1/8/19. I sent 3 emails, called in 6 times, was told my issue was escalated to all managers onsite and to Area Mng. Still no resolution, not a single email and zero calls from their leadership. Called tonight (at peak of frustration) and was told no managers were onsite…doubtful. Negligent display from leadership of Enterprise, poor accountability and total disrespect. All I want is my voucher so I can move on.

I wanted reimbursement for the rental and the hotel stay I had to pay for for two nights. At first they tried to say my girlfriend canceled the car to the was coming to me, then they tried to say I hit something. After I told them I took numerous pictures of the vehicle being towed, they then tried to say I put diesel in the vehicle. They couldn't figure out which lie or excuse they tried to use because none of them were plausible. The ** doesn't know what the head is doing. They told me they were returning everything including my hotel bills. Now they have gave me my deposit back then over the course of the last week have been taking small amounts out of my bank account without authority to do so.

I called the local office to find out why and they told me to cease contact with them. Now when I called after another withdrawal today they told me I was harassing too and I received an email from a district person stating they will no longer do business with me. Bottom line is we will be getting an attorney involved and see what kind of excuse they have in front of a judge... I'm suing. Don't ever rent from them, and if you have vehicle issues then you're screwed on getting to your destination. I was abandoned for two and a half days and this is how you treat your customers?

To further my issues. The safety features for front crash braking are not working so every 5 minutes I get a message that dings as it is displays on the gauge cluster. Then halfway up not even a thousand miles in it decides it needs an oil change. What was it my responsibility to get it a service at Jiffy Lube? Think not. But then I get that message every 15 mins of 30 hours of driving.

On top of all of that I decided as a responsible gun owner to lock my firearm in the glove box. Which locked with the vehicle key which broke off in the glovebox keyhole. I have still yet to get it unlocked. Now I will admit Enterprise didn’t build the car however all features should be thoroughly checked before renting out a lemon. I do not like being prevented from exercising my 2nd Amendment right. I also plan to give them about 15 mins to figure it out when I return the car before I force the glovebox open with my demo screwdriver. This rental better be substantially reduced due to these issues or will be disputed in entirely by my bank. They deserve no stars!

Anyways the guy in Duarte walked out and came back and charge me a $50.00 "Preventive maintenance charge" because he said I had put the chip in the windshield. I tried calling the LAX facility and they said that they couldn't help me because they had no record of the windshield being damage and to speak with the manager in Duarte. That only he could help me. The manager there laughed and said that if the people at LAX wanted to help they should have spoken with him which they said they couldn't do cause they couldn't help me. I purchase insurance through Expedia. They charge me $20 for that so altogether I was charged two days of rental plus $50 for a chip in the windshield I had nothing to do with plus $20.00 insurance for nothing. I've never had such horrible experience and to make matters worse I had to walk home because they didn't even want to take me home. Don't rent from these people. They are thieves.

Unpleased, I accept the charge because it would have been the same price had the original rep understood my request. Now my $45 trip is $195. Whatever. I go on my trip and drop off the car, no problems. Then I look at my finishing charge and it's $345. What happened? I call up the store and the rep says the extra $150 charge is "miscellaneous."

This is one of the most unscrupulous companies out there. They will take whatever they can from you, shamelessly like someone breaking into your house. Save yourself the trouble and go with any of their competitors. I don't know if they're any better, but how could they be worse?

They have been giving me false information, both the customer service who told me the day before that my car would be ready, and the branch manager who looked for any possible escape so he didn't have to rent us a car. I truly believe they didn't have enough cars and didn't want to take responsibility of overbooking. Because it was so close to the date, we couldn't find another car, we couldn't cancel our hotel reservation either so that money went to waste. Basically, they ruined our Christmas. I've been a customer of theirs for more than 10 years, but I will never rent again from Enterprise and I will advise others to do the same.

Went to the office. Spoke to Chris who states that Oakland Police has been ticketing their cars in their private parking lot but I am not to worry as they were going to take care of it, and they have received a number of tickets and have sent to head office. My December credit card billing came in with the $78:00 billed to my card. Called citation department. Says they can do nothing about it as it was given by a third party. I would have to get it dismissed by third party. Irony of the situation is that the court handling the ticket in Oakland said they can do nothing as the ticket was issued to Enterprise - not me. So I am stuck with a $78.00 fine for a ticket issued to Enterprise in their parking lot.

They Let Jiffy Lube retro, cancel the car without as much as a phone call to me... Even though I called them on Thurs. and Fri. and they said each call I was good till Monday. Monday I bring them their car and they advise me that there is a now they charged for 252.00, I tell them absolutely NOT. They had a contract with Jiffy Lube/Heartland Automotive and they should have never allowed them to Retro cancel the car without telling me... They agreed with me but, has since charged my CC for $252 for the weekend. This is not looking out for the little people but working AS a cog in corporate world.

I didn’t have time to argue with them, after the $64 I pre-paid on Expedia I was now being charged $86 at Enterprise as I’m picking up my vehicle. I hand over my debit card, then I’m told I need a credit card and I can’t rent a car at an airport location with a debit card. Reading through these reviews I can see I’m not alone. After a 4 hour delay I did rent a car from the local Toyota dealership. My entire experience at the Toyota dealership was great, fast friendly service, no added charges, no sales game. Satellite radio standard in the Toyota, Enterprise wanted $6 for it.

Once ** accepted our money order, she proceeded to request the keys to the car and that we were not going to be able to extend (my family and I were stranded). She stated that she had already contacted the police and that we needed to get an additional exact money order for the amount of $78 and then we would be mailed the $200 money order we had already paid with. After waiting for the police to arrive, we had to pay additional $78 and was given the money order already designated to pay Enterprise and were left stranded in the rain and cold. Bottom line, DO NOT RENT FROM THIS LOCATION. Not to mention, I was told by customer care that “it wasn’t end good for me.” Unacceptable.

But wait there's more, On December 13, 2018 long after I turned the car in Enterprise charged over $1000 to my account and no one will tell me why, they are giving me the runaround, and they are starting to piss me off. If someone doesn't contact me within the next 7 days and give me my money back, I will take legal action. Enterprise is clearly retaliating because I'm posting on Consumer Affairs site, my next post will contain recorded phone calls, and screenshots, take it however you want, I'm done being nice, Enterprise has been very cruel to me, I AM OVER IT!

Updated on 12/06/2018: So I wrote a review yesterday, I'm pretty sure they are retaliating now. The car broke down again last night, my branch promised one just like it but never got it for me, so I called roadside assistance. They were very helpful unfortunately Enterprise told them not to help me, so my kids and I slept in the car last night at freezing temperatures. Not to mention I couldn't even go back to the hospital to be with my son. I frequently log into my Enterprise account to check my points. Well this morning there was a pop up screen telling me to call, so I did. The representative said Enterprise put me on a DO NOT RENT list. I wasn't going online to rent but assuming that's what they were thinking.

They are cruel, heartless and liars, regardless as to what's going on they were dead wrong for leaving my kids and I stranded in the cold last night. I used to love Enterprise but at this point I wish I could give them negative 20 million stars. There's nothing I can say or do because they will always take the side of their employees. Oh yeah one more thing, They won't accept payment from me so I'm assuming they will call the cops soon if not already and tell them I'm not paying for the rental, but from this point on, everything that happens I will put it in a review here because they just may get away with their lies and deception.

Original review: I'll start by saying I am a Platinum Tier member, I have rented cars from Enterprise for almost 2 decades, so I was very shocked to be treated so horribly. So here's what happened in short form, I rented a car from the Blanding location in Jacksonville, Fl 32244 like I always do, but this time it was a rocky road from jump. I had to keep complaining to them about charging me different prices every week when I called to extend rental. The employees became aggravated with me and was immediately defensive whenever I called. My car was malfunctioning so I had to trade it out when I went to Tallahassee to visit my aunt in the nursing home. The Tallahassee Enterprise gave me a car that was raggedy. 2 hours after I got the car it broke down on me. I called Enterprise and they said they'd send help but I had to pay for it.

I had my 3 kids in the car and was stranded until 3 o'clock in the morning when someone finally gave me a jump. I loved the car. It had just enough space so the next day they said I could take it to a shop of their choice and Enterprise would pay for it. So I took it to the shop, they never replaced the battery. They said it was fine so they cleaned it up. That was a month ago and I still have to get jumps sometimes. My location said they would call me when they got a car just like this one but they never did. My son who is Autistic had a health emergency so I had to take him to see a specialist in Oklahoma. So for the past 3 weeks we have been here, It hasn't been easy. I don't know anyone here and Hotels are pricey so some nights we stay at hotels other nights we sleep in the car.

Enterprise say I needed to do a rewrite, but each time I go to get it done there is an issue or someone is trying to overcharge me. Not to mention they want me to pay a deposit on top of a deposit, so they say I'm not trying hard enough to get the re-write done and yesterday when I went back to Enterprise again, they called the Blanding branch, and the Blanding branch told them to take the car away from me. I haven't turned car in yet because they are being unfair. I have held up my end of the bargain all while worrying about my son. I could understand if I owe them money or had a horrible record, but I have always brought my car back super clean, never had my deposit taken, never been in accident and I have a Platinum Tier. The employees are being dishonest and taking up for each other.

There's so much more in between but this is the short version. Oh yeah I have recorded phone calls and documents to prove everything I just said and some, even about the money they owe me. I hate that I had to come on here but they are leaving me with no choice because now they are threatening to call the cops on me and say I stole the car, I have been nothing but good to Enterprise and I don't deserve this. If they take the car my kids and I will be stranded in a state where I know no one, and my son is sick and it's a snowstorm coming.

So after speaking with the Blanding branch yesterday I'm totally convinced that they are doing all of this to cover up their mistakes, and after getting the run around each time I tried to do the rewrite I also think they were never going to let me do the rewrite. They just wanted to trick me so they can take the car and make it look like I did something wrong. The branches get to do whatever they want and they know it because every time you try to report them or corporate says they'll call you back after sending you to escalations no one ever calls back.

I called the customer service line and they told me not to worry about it, they have noted my account and as long as I feel safe driving it everything is fine. So then when I go to turn my car in on December 4, 2018 Brittney checks out my car and she says that they will have to file a claim for the window crack which has grown significantly since the incident in November. I explained that my account was noted and that I was told to keep driving it and not to worry about it. She said I would still have to pay to have the full window repaired. She asked for my insurance which I did not have a copy of since it was in my car at the shop which I had not picked up yet. My husband and I got very upset because we were told not to worry about minimizing the damage.

Brittney asked if she had permission to charge my card on file (I never left a card on file, the only way they had access to my card was because I prepaid for gas when I checked the car out). I told her no, she could not that. I would like for her to talk with my insurance company first. My husband told Brittney something to the effect of “Don’t worry. Next time we will just call the Amish and rent a horse and buggy from them” and left the office because he was so upset. Brittney was silent for a minute or so while I stared at the back of her computer screen waiting for some type of resolution and when she finally speaks she says “ok you are ready to go”. So I leave, thinking I will be sending them my insurance info tomorrow and we can see the best route to take this.

As soon as I get home I look at my bank account and they have taken $200 out to fix the window. I verbally told her “No you may not charge my card” and she did anyways. I have no receipt and they do not even have a bill from whoever they are going to use to replace the window, if I don’t have a bill there is no reason for me to pay for that window yet. I am VERY disappointed in their service, deception, and business practices. I never in my life have left a review like this for a business but I guess there is a first for everything. I called the customer care center after I saw the charge since the local branch was closed at this point and they said they would have a regional manager call me, I will update my review as soon as I get that call and issues are resolved.

Normally I am available to answer calls during my work day but this particular day we were preparing for the holiday and I was in multiple back to back meetings so with this being the case I missed the call. Nevertheless, I still had a standing reservation and confirmed reservation in place. No reason to panic. Right? Wrong. The morning I am scheduled to pick up the rental I call the Durham location to confirm and find that they did not have the mini van I'd expected which leads me to believe they never had a mini van to rent or that they gave my rental to someone else in spite of my reservation.

You'll also want to note my pick up time was 4pm so there should have been a rental available for me at 4pm that matched what I was expecting when I received the confirmation email. THAT WAS NOT THE CASE. So to try and resolve the issue they began calling me all day attempting to fix their mistake. However, they were communicating that they would only be able to put me in a smaller vehicle that didn't have the capacity I was expecting and that they couldn't adjust the price. TOTALLY UNACCEPTABLE.

So I get to the location after traveling from Maryland and I'm then told that not only is my rental smaller, doesn't meet my capacity needs but that I now will need a major credit card because of my out of town license. I wasn't aware of this policy but I understand policy. I did not at the time have a major credit card; but thanks to them and this incident I've secured one now, however I asked if there was anything they could do to make amends for this issue. They said no.

At this time I was livid because this had gone on all day in spite of my being prepared with a confirmed reservation in hand. So we tried to see if they would accept my cousin's credit card as payment but they then stated that they'd have to do an entirely new reservation which meant on the day before the holiday the price would double. I've rented with Enterprise for years at 10+ but this was beyond unacceptable. They then told us we could go to the airport to pickup but again they couldn't honor or guarantee that my price on my reservation would be honored. And even though we asked if they could call the airport as a courtesy to try and fix the mess that they'd caused. They refused.

I asked for the District Managers name and information and they refused to give the information to us. My holiday trip was ruined and there was no customer service, no professionalism and they were unapologetic about the whole entire incident as if I done something wrong. I followed my normal steps and was handled like my business didn't even matter to them. I couldn't believe how unprofessional they were and how they were not willing to work with us at all to fix their mess up.

I AM BEYOND DISSAPPOINTED WITH ENTERPRISE IN DURHAM, NC 533F ON HWY 501N. DO NOT EVER GO TO THIS LOCATION. Needless to say we rented elsewhere. Budget to be exact and they were more than accommodating and professional. They were able to meet all of our needs and they worked to ensure we had a better experience. Thanks Budget you now have my business since it wasn't worth anything to ENTERPRISE.

When I got to Enterprise they only had two cars available. I looked at the first rental, I asked the customer rep if the car had been cleaned and he said yes. I noticed footprint stains on the car mats. I sat in the car and noticed a stench and immediately I could taste chemicals. I looked at the other car and it had the same footprint stains and garbage in the door handled. I refused to sit in or inspect it any further. I left, on my drive home I began to get very dizzy, I had a headache and my throat was sore. When I got back home I called back to Enterprise and spoke with the manager Adam. I explained to him my disappointment that my wishes were not taken into consideration. We agreed that when I decide to drop my car to be repaired that he would prepare the car for me.

This entire situation has caused me to have a Rheumatoid Arthritis flare up and I am still waiting to get my car repaired. Also, perhaps using a more natural solution to clean the car should also be evaluated.

They finally told me to take the Jeep to the hotel and they would drop a minivan off at the hotel the next day. Needless to say, that never happened. They just said that to get me on my way. I should also mention that the mandatory insurance that I accepted was listed as "Upsell" when I asked to review the numbers on their computer screen. Upon returning the car, they ended up giving me a small discount. It wasn't anything to repair the terrible experience. My fault for not taking a closer look at the final bill as I was focused on getting to the airport and getting my family through security but they actually charged me a late fee though I was not late! I confirmed times on the rental agreement and the drop off time was not late.

The small discount they gave me was recaptured by the staff by charging me a late fee! As my family and I were waiting for the airport shuttle, I could overhear multiple families complaining and dropping "F-bombs" and saying "I don't trust these guys at all!" I'm a big believer in online reviews and the power of the collective people. Over 99% of my online reviews are very positive (4-5 stars). This is my first 1-star review and I must say that Enterprise at the Cabo Airport earned it.

6. My mother, already fuming, got the manager, who got the couple a van in about ten minutes.

I’ve heard other horror stories from others about Enterprise recently, and I may END my relationship with Enterprise as a result of these situations.

Their procedures really need changed. It is turning it into a circus that is uncalled for. They never mentioned needing a credit card for the deposit that they never mentioned that we needed to put down on it. I know another couple that went to pick up a car that had an appointment and they did not even have one to give them. The main problem from my point of view is they need the local office take care of everything and stop making it a circus for everyone including the employees.

When I told the guy this wouldn't work he told me that was a midsize SUV. This car is the size of a Ford Escape at best. He then told me the only thing he has is a Ford Flex for another 300 dollars over what I was paying... After going back and forth he told me I can just wait there. Somebody may or may not turn in a car early. This guy can't be serious so he told me he had to go and practically ran away... So I canceled my trip, ate all the cancellation fees for the hotels and I will not be seeing family this year. Thanks Enterprise. On the way home a employee told me they hardly ever see Ford Explorer there.

Yeah, drive to Colorado in a 2WD - I don't think so. I called Enterprise customer service (never bother doing this), I was informed that the policy for renting a car using a debit card w/a VISA/MC logo included a mid-sized SUV. When I informed the rep of what the local shop said, Gwen stated that I should call back and talk to a manager and then read me the entire policy which includes having a paycheck stub to prove employment, a recent utility bill in the driver's name, and that the driver would have to live within a 20 mile radius of where the car was being rented from.

When I asked if she could call or, put a note in the system, I was told that she wouldn't put in a note because this policy was already there for all to see. I was then told by Gwen, "Well, I'm sorry ma'am that not everything works out in your favor." Award winning customer service? I got better customer service in 3rd world countries! By the way, NONE of these supposed policies are given prior to or during any portion of the booking process. You find out these nuggets when you arrive to start your trip. GO ANYWHERE OTHER THAN ENTERPRISE!!!

I went to return the car to either get new registration or a replacement car. As soon as I arrived, I met with one of the agents, and he made a visual inspection of the car. He then proceeded to tell me that he saw a small dent on the hood of the car. I didn't see the dent when I first received the car because the dent was only recognizable if you had felt the hood of the car. He specified that it was minor but he still had to tell his boss about it. The boss comes to check the dent on the car by using a 3 X 3 inch inspection glass. He then decided that there was a dent and returned to his office to fill the insurance claim. He filled out the insurance claim and blamed the damages on me when I wasn't responsible.

Finally they decided to charge me 500 dollars for that small dent that I had not caused. This company tries to hustle its customers and make them pay extra just to make a little bit more money. If you ever rent from this company make sure to check the car for damages because they will try to make you pay for preexisting damages.

At that point, I asked for a refund of the EUR 250.00 deposit I had paid at the St. Malo office when I picked up the car. It was explained to me that the EUR 250.00 deposit was kept by the local office in the event the car was returned damaged. Since the car was not returned damaged and no documentation had been provided to demonstrate damage, I believed that amount (converted at the then current exchange rate) should be returned to me.

When the credit card company contacted the Enterprise office in St. Malo, the staff provided documentation reflecting the EUR 250 charge as a DIV. Franchise charge that should be retained by Enterprise. I did not have a copy of that document in the file of documentation I received when I picked up the car. It is important to note that the staff DID NOT pursue the claim that the car was returned damaged. After providing the credit card company with the contract I received and signed at the time of pick-up as well as the Expedia booking which shows what I agreed to pay for the rental of the vehicle, they credited my account for the EUR 250.00.

While I was fortunate to be working with a very strong credit card company and to have retained documentation sufficient for the case to be resolved in my favor, others might not be so fortunate. I was initially shocked that a company like Enterprise would allow franchisees to operation in this manner. I booked with them, in part, because I had read that some local rental car companies use this type of scam on foreign renters. I received a customer satisfaction survey call from Enterprise shortly after I returned. I gave a very negative review and asked to be contacted. I have not been contacted and, after reading other reviews, I don't expect to be contacted by a very weak Enterprise customer service.

Later I receive an invoice stating my 50 dollar deposit was not refunded and I owed $27.43. I called the Pass Road, Gulfport rental office and spoke with **, the assistant manager. I reminded him, because he was there, that the manager told me that I owed no balance. He stated that conversation never happened many times over. I asked him, if I owed a balance then why was my card not accepted the day of return. He would not answer that question but continued to refer to "that conversation never happened and it is not in his notes". I called my insurance afterwards and asked if they knew what was going on. They informed me they sent no such email and we're confused what the manager may have meant.

They spoke with ** on the line and I was not able to hear the conversation but my insurance agent told me ** in short words called me a liar and the conversation never happened and that I made it all up. I thanked her for her time and decided to reach another person. I tried to get ahold of people at the regional office in Flowood, Mississippi for a while now and am never able to get ahold of anyone during office hours, not even an operator. I left voicemail and received 1 voicemail back from a restricted number that gave no name but only the same office number I had called dozens of times (no extension included). I called the corporate office as well and spoke to some operators. One helpful and the other not so much. I was told by the helpful lady that I would be contacted (which led to the voicemail I guess).

Another time I had been told that I would be contacted after I had tried calling back the regional office and no one picked up. I tried to ask the lady from escalations (I can't remember what the office was called) if the Flowood office was active and she wouldn't answer that question but kept saying I would be contacted and to not contact them. The care center contacted me to try and get this resolved but nothing happened. Finally a few days ago, mind you this is now November, I was contacted to pay the 27 dollars owed. I decided to get it over with so they don't ruin my credit. I paid over the phone only to find they charged me 31.54... they never informed me I would be charged extra over the phone. I am so done with this company. They don't care about people.

How can a company reserve a car for you not knowing if you will be able to get one? Why even bother with a reservation? Completely unethical and fraudulent business practices and will be filing complaint with Federal and Local agencies. I've traveled literally thousands of miles for this vacation and now have no way to get around. Enterprise should have Federal charges brought against them for being so deceitful and the local office should terminate the lady I spoke too as she has no customer service skills whatsoever.

My husband called airport location to be told to come back then I get there to meet the ** of the year who was rude and unprofessional as he tells me he won’t help me and then tells me there is nothing wrong with this car... I literally walked out of that location. I had to walk away. Then once he spoke to my husband he proceeded to spray large amount of air freshener all inside the car where my just bought 7 dollar cup of Starbucks was sitting so not only did he refuse to help me he just ruins my coffee. I am so pissed off. What kind of place rents expired tag cars and smelly cars? Enterprise does. Stay away.

INCIDENT I. On October 10, 2018 I went into the 2150 South State Road 7 location, to rent a vehicle. Mr. ** allowed me to rent a car that was filthy and at the time needed to be serviced. Mr. ** informed me that at the time he does not have any other vehicle. After waiting a few hours for someone else to return a vehicle I had to go into work which I informed Mr. ** which he concurred and informed me that he will call me later that evening to swap vehicles. However, that did not happen.

INCIDENT II. On October 11, 2018 I returned to the Miramar rental branch at approximately 8 o’ clock in the morning and had to wait three hours to get a new vehicle, per usual this location had no other vehicle. Mr. ** proceeded to allow me to rent a vehicle again that needed to be serviced and that is a “buy back” However, he reinstated the vehicle to be rented. Upon entering this vehicle and driving from the location I realized that it was not cleaned and was vibrating uncontrollably on the highway as well as the breaks were dragging. I became frightened since I felt my life was in danger. I pulled over on the side of the highway and called customer service immediately and explained the above.

The customer service agent sent me to the State Rd 84 location and to call beforehand. Upon doing so the customer agent at that location informed me for the third time that the location currently does not have any other vehicle to put me in and despite my circumstances she will call me when a readily available vehicle comes in. To this day I am still waiting for a callback. Shortly after, Mr. ** called to ask me if I went to another location and that he has a car ready for me to switch. I informed Mr. ** that I was currently working and that I will be there shortly.

Upon arriving to switch out the car, Mr. ** has proven his lack of customer service quality by continuing to jeopardize my safety and putting my life in danger by renting me a car with defective tires. Another employee had to advise Mr. ** that he cannot rent a customer a car in that condition. Mr. ** then wanted me to wait another hour, because of his negligence for another vehicle which I refused to do so since I was going to be late for work due to the known inconveniences.

Shortly after, I received a call from **. She did not show any empathy to my situation, but rather concern about another customer, that we both shared the same last name. She then further stated that ** would have a car readily available to me the following morning. INCIDENT III. On October 12, 2018 I went to the Miramar location to wait for a vehicle to switch out for the third time. I had to wait for three hours for a vehicle Ms. ** informed that would be readily available. After waiting for such a long period of time, Mr. ** put me in a Hyundai Sonata.

I also realized that this vehicle had not been cleaned which I brought to Mr. **'s attention and questioned if he had inspected the vehicle before allowing me to rent it. Mr. ** informed me that he did indeed inspect the Hyundai Sonata and will bring air freshener to clean the dirty console and front seats. At this time, I just drove off and my intentions was to go to another location and swap out. Upon doing so I noticed the car was about to shut down, I called Mr. ** outside and informed him how unacceptable and displeased I am with his service. It is evident that Mr. ** did not inspect the vehicle before allowing me to rent since the vehicle was in a deplorable condition.

The back seats had vomit stains. The car, had mechanical issues. Mr. ** told me that he was doing me a favor, and it was a slap in his face to call **. After informing Mr. ** that no favors have been given on my behalf since he continues to put my life and safety in danger by continuing to allow me to rent vehicles that has mechanical and safety issues. Mr. ** became very belligerent and barbaric in front of the other customers and employees by saying “oh you want to play hardball”.

Mr. ** began to make me very uncomfortable and I feared for my life. He then further decided, that he would put me in a car that had an expired tag and his reasoning was that it was an “out of state tag”. I asked him if he realized that I can get pulled over by law enforcement and create a problem for me. I object to the rental and he put me in a Elantra that also needed servicing. After taking into consideration all the above inconveniences and my life was put at risk on many levels I reached out to the corporate office after a month. Mr. Aaron ** Regional Vice President, he lacked empathy and professionalism and offered me $100 off my bill which is $700. This definitely is an insult taking in consideration my life was put at risk on many levels. My experience renting a car from THIS company, was frustrating and the customer service level is very poor that I am compelled to write this letter.

I was contacted by Steve **, Regional Manager who was very apologetic and had a cheque couriered to me overnight. The cheque however did not arrive in the amount that was promised. Yet another call to Mr. ** and he assured me a cheque had been mailed and would arrive no later than today, November 8 and not to my surprise no cheque arrived and attempts to speak with Mr. ** have been ignored. It has now been one month of trying to correct an error and have Enterprise keep their commitment to me as a customer.

The level of customer service with Enterprise is sub par, the ignorance of their staff refusing to communicate with their customers especially when the error was on their part is inexcusable. I would not recommend Enterprise car rental to anyone because of their lack of customer service and professionalism. They do not value their customers nor do they act in a manner that is consumer friendly. They will take your money and give you the runaround...period!

Upon the end of the rental we were billed 159.92 for additional insurance. Our supervisor had been given a form to initial the day he picked up the auto and even though the agent was told we did not want insurance she had him initial that we did. Obviously he assumed she heard him so he trusted where he was told to initial. The Enterprise located in the Sam Galloway Ford location had billed us in my opinion on purpose fees we did not want and had told them so prior to the rental. This is a scam. Beware.

Fast forward a few days, I get a call from someone at that Enterprise location and was told that my insurance policy doesn't have car rental coverage. I confirmed that I told them that before renting a car. They then asked me to authorize an additional $250 for deposit and the full length of my rental totaling $403... Didn't make any sense based on the rate I agreed to so I told them no and called corporate. Talked to someone very nice and helpful, told me my rate wouldn't change and that I am to pay when I return the car. Gave me a reference number for the call and we parted ways.

Next day I get another call from the Enterprise location I saying the same thing as the day before and I told them I had already talked to corporate about this and it is settled. After hanging up I called to confirm this with corporate twice. The first call to them I was told the reference number meant nothing and that he can't see my information, then put me on hold when I asked to be transferred to someone else. Of course this was disconnected after holding for less than 30 seconds... Called again. Told them everything I stated before then confirmed my rate and that no additional deposit was needed. Parted ways.

THEN I get a call from the district manager later that day. He told me that everything I was told is incorrect and that they cannot have me driving their car on credit [or something like that]. He wanted a deposit (he didn't call it a deposit; however any money asked of me before the time of use is a deposit, I don't care how you dress it up). Irritated at the lack of customer service, I told him I would be in later and hung up on him. I had things to do and could not drop everything to take care of this. Figured I'd go in the next day and get everything squared away after I get out of work.

Get a call the next day from corporate: Was told that the district manager shortened my car reservation and that I needed to return the car by 4pm that day. I called the district manager and left a voicemail wondering where the disconnect was in our conversation. He called me back and kept going on about "not hanging up on people" or something but you know what? I don't care. I don't care to be harassed and hounded by him, or anyone else from Enterprise, all because of their incompetence. Anyhow, I told him if I had to return it today that I'm not paying a dime to them. He said he'll send it to collections.

My refusal to pay is on principle. They reneged on an agreement based on a miscommunication on their end. Instead of having customer service focus on THEIR mistake, they are harassing me in order to fix THEIR error. Everywhere else I went to rent a car, when disclosing the same information to them, was upfront about their policies and procedures and gave me a rate based on that. Enterprise dropped the ball and their recovery was as incompetent as the person who made my reservation. My suggestion is to go somewhere else.

Once I asked them whether these personal question started after they’ve seen my name, they asked me to leave and that was it. I called Budget Rent A Car in N. Harbor, Fullerton, reserved a car and picked it up within 10 minutes after my arrival with no harassment. What is wrong with Enterprise? Why are they collecting personal data and for whom?

She deserves a raise, bonus or just a good gift certificate for two on a 3 day trip of her choice. I wish every company could have employees like her whom was so calm, patience & understanding of my needs after your reservation center misled me on what I need to get this rental car reserved after talking to them 2 times in one week. Someone needs to look into the reservation center & make sure the information they give over the phone is accurate precise and not this, "Oh yeah no problem." Please give credit & recognition to Ms. Hannah **/ Branch Manager in New Philadelphia. My Best Regards to Her.

I was concerned that all that happened because of my Muslim name on the license. Even though I had rented from them before and my reservation was through a corporate account, it didn't feel right, something was wrong! The rep on the Customer Service promised that I would receive a call back from corporate, but they never did. This shows how much they care about their customers.

For whatever reason they did not want to pay the violation although I had nothing to do with it. No check as of today. Today I contacted Enterprise again and the Branch Manager said he would follow up on it. I am very disappointed, extremely annoyed and dumbfounded as to how a vehicle can be rented out to a customer with expired plates. I guess besides looking for scratches on pick up, I would advise all to check the plates too. This is inexcusable.

Not impressed and irritated that I bucked the insurance carrier about using Enterprise, as they are on location at the auto body shop, as a convenience. The insurance carrier wanted me to go with someone else. Starting to see why. It's now cost me 2 to 3 hours of time to follow up on this nonsense. I was in an accident that I didn't cause... This should not cost me a dime. Poor form, Enterprise. Poor form.

I'm also unsure why other smaller fees were brought up, but this one was slipped into my bill without letting me know. When I reached out to the Customer Service hotline, I dealt with a very rude representative who was combative and offered no explanation or assistance. My advice to future renters: Read the fine print for everything they sneak into your bill. Or better yet, find a better rental car service.

After completing it we went back to pay, after collecting my husband reservations and card with Drivers License. She said, “Hold on. Let me see something," she set away to the back, didn’t even say why she was stepping away but did. Nisbet came back and say she can’t take his license. Of course we ask, "Why?" She said it’s scratched by the mouth of the picture. The license isn’t expired, that’s the only thing wrong. I then done showed her his US passport. She said, “No still can do it.” We were in shock, I then say, “I also have a driver’s license. Use mine.” She said, “No. The name on the license have to match the credit card being used.” We are not one to pull the race card but we see where this has gone. We asked to speak to a manager, we then waited for 20 minutes before someone came.

Now her name is Claudia, she came with a bigger and nastier attitude. We tried to show her the US passport, she said no. We told her we just flew like with this from JFK. She said no, she wasn’t trying to hear us at all. She kept saying she can lose her job. Excuse me but we aren’t trying to ask you to do anything unethical. This wouldn’t be a thought to ask anyone to do. We are a hardworking couple who I work in a bank and my husband does real estate. I then ask her to give me her card and the other Representative name. She did and added “make sure I tell whoever I’m complaining to, I mention she’s doing her job”. Really is that now necessary to say. My husband then say, “Let’s just go.” We walked a few booths down to Budget and get this, was able to rent a car with my husband’s same driver’s license. No questions asked.

Again I’m not one to pull the race card but it couldn’t be clearer that it was because we were ** and if we were ** Nisbet and Claudia would have accommodate us with even additional IDs. We would have paid $254.08 with Enterprise but ended paying $338.83 with Budget. That’s $84.25 more for something that didn’t need to go that far. Thanks Nisbet, Claudia and Enterprise. Your Company was a class act for Racially Profiling and promoting Racism. I could never do business with your Company or anyone associated with Enterprise.

I spoke with a lady representative that said the same thing - the reservation was cancelled. Again they could not say when or produce a copy of the cancellation email - so I said this was very suspicious given I could pull the reservation up online and would like to send her this - as you can send a copy from their website which I had done myself earlier. She said I could not email her. She said she would look into getting me a vehicle - after being on hold for 15 minutes she came back with a significantly higher price for the same vehicle and when I said this is outrageous I was cut off and it kept looping back to "rating the representative". I called back and it kept defaulting to the national office.

I talked with someone there who repeated the same thing and offered no evidence of cancellation. He allowed me to send an email from the online active reservation. But this did not matter. He said he would try and get me a new rental and after being placed on hold for 20 minutes the line died. There was no attempt to contact me even though they had my email and phone number. I am absolutely shocked at this treatment by Enterprise. I am extremely lucky I phoned to try and change the child seat otherwise we would have ended up at the Maui office with no car and potentially being charge an outrageous amount. Enterprise was unprofessional and unethical, their business practices and lack of customer service are unbelievable. I will never utilize them again and I want to warn others to be wary!

We scheduled a Ford Transit high-top van for rental from Enterprise in Newark for several weekends to handle our move between September 15, 2018 and October 31, 2018. We specifically requested this vehicle because it is large enough to accommodate moving and yet easy enough for us, neither of whom have a commercial license, to drive. The first two weekends we rented the truck went well. The truck was in good working order, clean, and ready to go when we got there for the rental. The paperwork was easily handled upon return and we had no issue.

With two more weekends of moving to go, we called to confirm the schedule the afternoon before the day we were scheduled to pick up the moving vehicle. We called at least six times that day over four hours until finally reaching Shane. (It does not help to call the 800-number because all it does is route your call to the store in your area, which has no voicemail and so your call just rings and rings and rings for hours with no one answering it). Customer Service is lacking.

When we finally got an answer, we got Shane, the manager. We learned that Enterprise would not be able to provide the Ford Transit we had reserved as the customer who rented it on Monday was not planning to return it until the following Monday. When we questioned how this could happen, Shane advised that Enterprise only has one Ford Transit cargo van. Then Shane told us that the vehicle was rented out through the end of October and that we would not be able to get it on the 27th, which is the final weekend of our move. This of course is not a valid reason as to why this customer gets precedence over our pre-existing reservation.

Shane offered to give us a 15-foot box truck for the same rental price as the Ford Transit, but we are not able to drive that vehicle, a circumstance that we had explained at the very beginning of the rental period. When we asked why, if he knew about this situation beforehand, did he wait to call us less than 24 hours before of the date of our move? We got no reply.

We told Shane that we would try to arrange with the moving company to have one of their men drive the vehicle. When we told him that we were using the moving labor company called “Just Movers”, Shane told us that the driver had to have a valid license and had to come in and pay for the rental of the vehicle plus the insurance on his own credit card. We did not understand why we could not go in, list both of drivers on the contract, pay for it and then just have the moving labor driver show his license when he came to pick up the truck, but was told no.

We got off the phone with Shane and called the owner of the moving labor company who told us that this same situation had happened to him as well which is why he no longer has a relationship with Enterprise Truck Rental - after seven years of doing business with them. It seems to us that there was some discord between the two parties that we were catching because we were in the middle.

After we spoke with the labor company, We called Shane back to ask why this customer was being given precedence over our rental when we had a pre-existing reservation. The story then changed to “the longtime customer was a commercial customer who had been renting a vehicle for their fleet that Enterprise chose to take out of their inventory”. That left the commercial customer short a vehicle and so Enterprise decided to take the one remaining Ford Transit high top van out of their DuPont Street location inventory and furnish it to this commercial customer. Leaving none available for Non-commercial rental purposes. Cancelling our reservation 24 hours before with a voice mail.

Cave Canem! Clearly this commercial customer generates more income, so the little guy gets inconvenienced so that Enterprise can make the most money possible. While it’s certainly within their rights to generate the most revenue they can, they need to consider the long-term effects of leaving Non-commercial customers in a lurch at the last minute. Anyone who deals with this company needs to understand that a non-commercial customer is low-man on the totem pole and so your move can be impacted at the last minute without any warning. We have moved several times before and always dealt with Hertz, Budget or Penske. We have never been told within 24 hours of my moving date that a vehicle was not available to us. This is a shoddy way to do business. We’ll be changing our loyalty membership to another vehicle rental service.

5 us of were accompanying our mother who is blind, cannot walk, has high bp, COPD, and anxiety. We missed our flight home to Atlanta. There was not another straight flight out to Atlanta until 2 days later. With the exception of my mother, we all had to get back to Atlanta to work. Our original flight was to have us arriving at 9:30 am Sunday. We ended up having to fly to Detroit to catch a connector to Atlanta at 9:17 pm. This was a huge inconvenience for all of us and a horrible experience for our mother, who now says she will never fly again. Please make sure that ALL of your shuttles have working lifts, and all operators know how to use them, so that no one else has to go through this ordeal with a family member.

They would not have a bar off it. Telling us that; “We had signed the contract. Not paying it back”. (Admittedly we should have been more stringent when signing) However, even when the salesman when putting the initial contract through said the price was wrong (blaming the computer system) and would fix it up when he returned to his office. BUT HE DIDN’T. So as a result they got double the money for the car hire. And would not give us the time of day to talk the discrepancies. Worst company We have ever dealt with. DO NOT USED ENTERPRISE RENT A CAR AT HEATHROW AIRPORT. ABSOLUTE RIPOFF SCUMBAGS!

I contacted the recommended location, and was advised there were no cars available and no one to pick me up to bring me to a location for a replacement auto. When I pressed the male representative for a solution to what was a horrible situation, he said to download the Uber app to take me to the nearest available Enterprise car rental location - 45 minutes away - to find a replacement. In mid-sentence begging him to make the call for me (my purse was in the car on the flatbed of the truck) he hung up on me. The tow driver heard the entire conversation and suggested I call the home office, thinking this was horrible service given Enterprise is known for picking customers up when needed.

I called Enterprise back, & spoke to someone different who gave me a phone number - Enterprise Roadside Assistance - to call. The tow driver pulled over and gave me a pen from his console to write the number down and so I called Roadside assistance after begging the representative to make the connection for me due to the extreme circumstances. The Roadside Assistance person I spoke with advised there were NO cars available and certainly no pick up from the tow company’s yard available. I was placed on hold numerous times and prevented from calling my family to advise of the emergency situation I was in. I was bleeding, bruised, and in shock.

After 40+ minutes the representative returned stating that no one in any of the Enterprise locations close by could pick me up (“They won’t pick up today, they are busy, ma’am.”) and that I would have to make my way to the RDU Raleigh Durham Airport to get a replacement car. When I asked “how am I going to get there and I don’t even know where I am?!” the Enterprise representative suggested I download the Uber app on my phone and get a ride from them. I am not making this up.

At this point, I was injured, bleeding on my shoulder from the airbag/seatbelt impact and in a state of shock, and I was crying. The Roadside Assistance person only wanted to know where the car was and what my insurance information was. I provided all that information for the 2nd time and wondered why Enterprise was more concerned about their car and not my well-being?! I was literally alone, injured and stranded in a City that was unfamiliar to me. The tow truck driver pulled over again and said, “Don’t worry, I’ll go home and get my wife’s clean car and drive you to the airport. That is terrible service you are getting from Enterprise and it’s making me angry. I would be glad to talk with her!” She came back on the line and asked me hold again, again preventing me from contacting my family.

By now it was raining and we had reached the tow company’s lot which was ankle deep in mud. The driver drove the car off the platform so I could retrieve my purse and rental agreement. After about 40 minutes, stranded and wet standing in mud, the Roadside Assistance rep returned stating that she found a ‘van’ for me but the location couldn’t pick me up for 45 minutes or longer. The tow truck driver, Roger, put his hand on my wrist and said kindly, “I’ll take you there… at no charge. This is a terrible situation and they are making it worse.” He got me a chair to rest and rinsed the mud off of my shoes, got his car from home, loaded all my ‘cargo’ into his car - and there were a lot of boxes and bags, and drove me 45 minutes OUT OF HIS WAY to the airport to the Enterprise office, refusing payment from me for his kindness. This was a stranger to me, but that’s how desperate I was with no consideration from Enterprise.

When I arrived at the Airport rental location, the tow driver unloaded all my cargo into the very busy lobby of Enterprise. There were many things of value, electronics, etc. for the conference all stacked in a damp corner of a very busy lobby. The first thing the rep asked for is all the information on where the car was. I gave her insurance information (3rd time provided), tow company’s location and business card contacts, etc. and she shuttled me to the next waiting area where a ‘manager’ would provide me with a car.

There were only the three of us in this area, myself, the manager (Joey) and another lady that reported to him. I told my story again to this man and he quickly said… “Where is the car? We need to secure the car first before a replacement can be given.” I gave him the information for the location - the 4th time! - now nauseous and in some pain, while he made the call in front of me, never offering me a seat, or acknowledging the injury to my left shoulder, bruising on the left side of my face, etc. While listening to him call to make sure the car was truly where I told him it was... and making comments like… "Oh really? You think it’s totalled?” and smiling! (I am NOT making this up).

He ended the call and made me feel he was angry I had wrecked one of Enterprise’s cars or worse, made me feel like a criminal who was making this up to steal an Enterprise car. I was sitting down and he looked up and said “what’s your deductible?” I said I didn’t know - by now I am so upset, I am crying because I found this treatment incredulous, I’m still in shock over the accident, I’ve been delivered to the airport by a complete but kind strange man… so I advised I had just moved to New Bern and had new car insurance, unfamiliar with the details.

His rude, clipped, FLIP and impatient response - let’s hope - is recorded on camera was, “Well, then, I’m charging you $1000 to your credit card and that’s what you’ll have to pay.” His attitude was appalling. I walked over to the desk, and smacked the back of his display loudly and said “What is WRONG with all of you? You care more about the car than you do about the customer standing in front of you.” He steadied the monitor and said “GET OUT OF MY OFFICE NOW!” and then “I should call the police… wait, I AM calling the police. You're going to jail” and disappeared into the back office to do just that. The lady at the desk was smirking and I said, “Now, can you please help me get another car so I can just go home?” She looked up and said “No. I hope you go to jail.”

I AM NOT MAKING THIS UP. The police arrive and we talk through what happened. The youngest policeman came to me and said, "the manager insists you be be arrested for ‘disturbance’ and he IS the Regional Manager and claims it's recorded on camera and even though there is no damage or harm done, so… I am citing you for disturbance and he has demanded you receive a trespass notice that prevents you from ever coming onto the grounds of the RDU airport." THE AIRPORT! The more mature officers took this officer aside and advised him that was unnecessary and that he should write “the Enterprise office at the RDU airport” instead. This IS my husband and family’s departing airport.

I am now banned from entering this airport as the report for trespass is not clear. And I am summoned to return to court (driving 3 hours each way) to face charges of ‘disturbance’ thanks to this manager. The older officers looked at me once the charging officer walked away and said “This Enterprise manager is a **.” The officers offered to drive me to another rental car company because this manager had ‘cancelled my reservation and would not be giving me another car.’ I returned to the lobby where all my things were stacked to retrieve my purse and looking at the manager behind the desk, he was SMILING and smirking and so was the other Enterprise woman employee!

I’m not proud but after all this, I said "**! You are LAUGHING AT ME?!" And his response was “I just got you on camera telling me **." Laughing. This is a MANAGER at Enterprise's largest rental airport facility acting like a petulant 7 year old... laughing at a LONG TIME (DECADES) SENIOR CITIZEN CUSTOMER WHO HAS SUFFERED A SERIOUS CAR CRASH TWO HOURS AGO. When I informed the officers, the mature of the three hugged me and said, "let’s get out of here." While we were waiting, by the way, this same manager came out of his office asking the police how much longer they were going to take because he was busy and needed the parking spaces (2 police cars to subdue this 65 year old injured senior citizen!) and he wanted this “crying woman” out of here as quickly as possible.

The officer loaded all my possessions, making many trips, into the back of his cruiser, allowing me to sit in the front, he drove me to Hertz, where he had a friend that would treat me with the courtesy and respect I deserved (his words). When I exited the cruiser, he unloaded all my possessions into the Hertz Rental Car and pressed a business card into my hand (the Enterprise manager’s) closing my fingers over and looked into my eyes and said, “Ma'am, use the power of the pen to tell the company what has happened to you. I would have thought this manager would have respected all you had gone through and he should have known how to handle this situation, not making it worse. I wish you safe travels and here’s my card, please call me once you arrive home safely.” I had a lovely experience with Hertz and drove safely back home where I received medical attention at my hometown facility.

My staff and family has always requested Enterprise when I was running a large corporate business unit a decade ago - it was all about the pick up service. My husband and I have always used Enterprise rental cars while traveling out of our town on vacation, short trips etc wherever we have lived. We loved the service and convenience of the pick up although we rarely required pick up - it’s nice to have and of value to us. Since I spent so many hours on hold during this recent tragedy, I had to listen to their online holding message more than I care to, all about the pick up service (they failed miserably here) and treating the customer the way the customer wants to be treated (Enterprise failed unspeakably badly here).

I have NEVER BEEN ARRESTED IN ALL OF MY LIFE FOR ANY REASON. Now because of this unfeeling, unprofessional and rudely, immature manager, I am faced with a charge of ‘disturbance’ and ‘trespassing’. What power this ill-trained and immature manager has over those desperate to rent a car from Enterprise. I have NEVER been responsible for causing an accident in my entire life. This experience has been deeply traumatic. Calling the police was punitive and small minded and felt more like vengeance than “managerial” control. There was absolutely NO acknowledgment that the person in front of him was experiencing pain, stress and in need of understanding and assistance.

Enterprise is in the business of SERVICE and to put two people like this cold-hearted so-called manager and his smirking sidekick behind the counter of what they profess to be an outstanding ‘family-run’ business is nothing less than a business failure. If we all agree on one thing here, it was ENTERPRISE CAR RENTAL that lost control, not this 65 year old long-standing customer experience post-accident traumatic stress.

So first I did not make it, then I was not on time within the hour. At this point it went from tomorrow to 4 pm. Unacceptable. I commute and a car at quitting time is useless. Well, miracles happen. They said, "Come fill out the papers and we will try and get one of the cars sent for service early." There was no actual paperwork. Just needed license and cc info. After commenting if there is such a policy on pickup time then letting customers know could be beneficial. But a few minutes later a car materialized. Still no paperwork and step outside with the agent. We walked around the vehicle for inspection. Then had me initial and sign an Ipad that could not be read in the sunlight. Was informed that he listed the fuel as empty but should have enough to make the gas station down the street. Whatever happened to get full, return full.

Anyway finally ended up with a car like I reserved as well as a headache and upset stomach. Well went on my email account today to view the mail from them. Saw a pdf that was my missing paperwork that I needed to keep in the vehicle while renting it. Now personally, I have the Note 8 and as nice as my phone ID, all the bells and whistles. I could not get one with a printer in it. I guess it needs to be included in my luggage now. I understand paperwork cost money, as does fuel. But in my eyes it translates to so profit motivated customer service disappears from the radar and is not a consideration. I guess reservations, fuel, paper agreements you sign acknowledge receiving on a screen you cannot see but are legally bound by, are like the dinosaurs. The people were nice enough after they got over blaming it on me. Just glad there was a gas station in the neighborhood. Where will it all end up.

My husband contacted the regional manager right after and advised them of the situation on the poor customer service we were given. He also advised her of the issues that other customers had experienced based on the reviews at that location. She did not care about the location's negative complaints though. I’m strongly asking all renters to take pictures of the entire car before you sign and drive away with it. If I would have read the reviews on this location before I rented the car I would have not gone there. They are very unprofessional and dishonest. To the point that that afternoon they put an unauthorized $500 charge on my bank account without contacting me. I have now put a claim in with Enterprise and waiting on results. I will never ever rent from Enterprise again!!

Going back online to make sure I had not messed up, I found “Enterprise Truck rental” this time rather that car/truck rental and after making sure I was on a Canadian page, (they make the distinction) I began the reservation process again. This time I thought I should call to make sure before finalizing the reservation. I did, and was told that they would only rent to commercial entities for towing. I repeat, none of this is obvious on their website.

The individual on the call said, “they only rent for towing in the US and this was not the US.” I informed him that the site gave me a choice between the US and Canada. I had picked Canada as I continued to work through the reservation and it doesn’t say that anywhere I could find. I said that it should be obvious so I would have known. At this point he said, “Well, you know now.” Another shining example of their superior customer service ethic at Enterprise… If it were possible to rate them lower than “0” stars, I would. Naturally, all this two days before leaving on vacation...

After waiting close to 45 minutes, the car in the front that I had asked about was, indeed the car she was getting, but it had never been cleaned!! It smelled of cigarette smoke, the tank was half full, and the customer service agent still gave it to her. It was the 'only car available'. It took even more time for him to write up about all the dings and scratches on the car, as it was pretty banged up. He did show on the contract the car had only 1/2 tank of gas.

What awful customer service!! I am an Executive Emerald Club Member, and after seeing how nonclub members are treated, I am having second thoughts about Enterprise! What a awful experience! She returned the car early - we could not wait to get rid of that cigarette smell! We had to put the top down and just blast the A/C.

When we brought the car back, I made a little scratch, which was covered by the insurance through the booking company, but not Enterprise. After negotiation they granted us refund for the extra gas that was in the first car (double charge for when you don't fill in personally) because we had to drive around to get a new car. And a refund for an additional insurance that they charged, which was never discussed with us. After coming home and checking my accounts, I found that they charged € 83,- Euro too much (didnt refund the gas which was around € 44,- and did some additional charges as well). After inquiring they offered us a 35% discount on our next car rental in France, which seemed to be really a joke.

I drove the car out on 9/12/2018 and dropped it off on Saturday 9/15/2018 after hours. On Monday 9/17/2018 they called me to say I had to provide my insurance information for a ding under the bumper which I did not cause. I now understand why the associate was apprehensive as he was going over the dings and scuff marks on the car and never made it to the passenger side where the ding in question was. I told them they were only authorized to charge my card for the rent and are not authorized to charge anything else. They had the audacity to charge my card for $641.24 for the damage which I did not cause. I have called my CC company and disputed the charge. I have rented from Enterprise for over 20 years. Needless to say they have lost me as a customer. I reserved an upgradable car and ended up in a Hyundai Accent.

The only documents I have is the original RA and the bill of the hail damage, but no dates of when it was supposed to have hailed in Plainview, TX. When we asked for information over the other car they only gave us an information number and customer service can't even give me an updated RA over this car. I'm sick of them running me around and ignoring me, hoping that I'll get scared and pay for damage that DID NOT happen while I drove the car.

She said what she could do was give me a credit of $88.24 to "meet me half way" and still charge me $150. I told her I would accept this only until I see the contract and all the paperwork that shows my signature and authorization of these additional charges. She said she does not have the contract, that it is "kept at the head office, somewhere else" and she would need to request it and call me back. I also asked to speak with a manager and she gave me the same response "manager is somewhere else, at head office and not able to reach him". I told her to get evidence of the signed contract and call me, she said she would. I never heard back from her. I called her a few days later but nobody answered the phone at Enterprise.

I received no response from Enterprise, no evidence of a signed contract, no paperwork was provided to me, no backup documentation to counter the unauthorized charges, no callback, no credit, nothing. Awful company, they charged unauthorized fees to my credit card claiming I asked for additional rental car insurance and when I asked for a copy of the signed contract they were not able (or maybe willing?) to provide ANY documents whatsoever. I have not paperwork for the rental whatsoever. This company apparently employs incompetent people, shows unethical practices and appear to be fraudsters. They are the WORST! Going forward, I will avoid them at all costs.

I believe the Rental Car was previously damaged and a temporary fix was applied because I didn’t get into a accident and did nothing to cause it to come a loose. Thanks to the rental company’s crooked system I have a new claim added on my insurance and I’m out of $500. Thanks Enterprise for loaning me a raggedy car and making responsible for getting your car fixed properly. Very unfair and poor customer service. Please note that I have only had the car for 5 days and was only doing normal back and forth to work driving.

When I arrived in Southampton, I was told they were not informed I would be dropping it off there and they would charge extra for me to drop the car off there but that the other location was closing in 10 minutes, an hour away. The man then told me I had paid everything and would not be charged and now today I have yet another charge on my credit card from Enterprise for 1100. No one is willing to discuss the matter with me and so I am writing on every review place I can to warn people how dishonest and thieving enterprise car rental is. I am extremely disappointed and want to warn others of the abuse that Enterprise Car Rentals puts their customers through. I will never be using this rental company again.

Several hours later after numerous phone calls, I was told by my insurance company that they said I had been "verbally abusive" and that I had cursed, neither of which I did. It was my word against his and he had the power to deny me service, and so he did. There were no other rental options in my town. I couldn't get in touch with anyone in the company to resolve the dispute. I did not have access to a district manager Dustin **. I apologized to Irvin the manager. He did not apologize to me. He said he had no cars available. I have yet to receive a service from this company and they did not honor my reservation or fulfill their obligation. This is outrageous.

A red flag should have been the fact that others were there complaining about not getting the vehicle they requested either at our time of pickup. There was a guy that requested a full-size pickup and they did not have one. He ended up with a compact pick-up truck saying he would have to make more trips. Someone else wanted an SUV and ended up with a full-size car instead. The worst part about it was the attitude of the staff, very nonchalant about the fact that they lead people on prior to getting there just to be put into a vehicle other than what they requested. Yelp reviews were written on here 8/10/18 and also 4/28/18 stating the same situation. The location not having the vehicle requested.

On August 28, we got an email from Enterprise customer service with 2 photos that showing a scratch on the car and a stain on the back-seat. And they wrote that they would take 819 KM from our credit card. We explain that their expert did not allowed us to clean the car and the scratch on the car is not under our knowledge and we did not want to pay such a big price to them. We also told the customer service to prove us that the 819KM of this cleaning and repair process is receipt and documentation or bills. They told us this price was actually 1400KM, but without proving us, they were trying to minimize it and final price is 819KM.

I believe that in any countries a seat wash cost cannot be 80 euros and if they care so much the scratches of the car, why did they give us a vehicle that was damaged in every way and everywhere? They must have received money from the people before us who caused lots of damaged on the car, why did not the car be repaired? And this price is equal to the price we rented our car! If they inform us such a repair and cleaning price, the first they must prove us this charge with receipts! They cannot define a price and cannot take this money from our card without our permission!!! We will call everywhere, we cannot withdraw from our card without proving a non-entitled price and without our approval! The worst rental car company we have ever seen!

Pretty quickly enough, as I walked in, I heard and saw people complaining about a multitude of things. (I was told you took my insurance, I was given a free day, Unexpected fees in my account) By that alone, I should have shown concern but I thought 'it was just a few people, there's no way they're like that.' Just then we were told they didn't take our insurance and instead of 20 USD per day, it would be 70 USD, which is an insane amount to pay when your job is bringing trailers from one place to another on a eighteen-wheeler truck, I have been doing this for 14 years. My driving record was perfect, as well, and I would be cautious with the car, but I was forced to pay the fee for insurance anyways, even though all the cars they have already have their own insurance. My daughter had a dental appointment for tomorrow, and that's why we needed a car, so we rented it for one day ($70) and put a deposit of $200 USD.

They closed at 6:00 PM, and as soon as my daughter was done, we went at 5:30 PM. When we arrived, we were told they have a no-pets policy, because they saw a FEW strands of dog hair as we knew that we had signed a contract. The guy who gave us the car though, told us we can drive the dog home and drop her off. We had cleaned all the hair the day before, and they just happened to notice a few strands. We were told we needed to pay the fee, an extra $80 dollars JUST to wipe away a few hairs. We told him we broke down with a dog and the guy who gave us the car said we could go home and drop her off, which we did, and he had to oblige.

It was already 5:45, and we were on half a tank of gas so we had to go slow AND rush to a gas station to find a vacuum cleaner. We made it there in time and cleaned the few strands of hair and came back. They couldn't tell us to pay a fee so we dropped off the car and got the hell out of there before they try to scam us again. The person that is going to fix our car said it's $700 with parts from a junkyard, and there aren't many Hyundai Genesis' in junkyards because it's a pretty reliable car so they got it from one that had been totaled. Never going back there as all they are is scam artists, and obviously don't care about their customers. Unless you're rich and want to donate extra money to people like this, then don't go there.

After complaining over the phone for the third time, they still insist on charging a full day, even though the rental agreement states 6.65/hr. The representative on the telephone justified their action arguing that, by policy, they charge a full day after two hours delay. When I asked him where I can find that "policy" in my rental agreement, he promised a call explaining the reasons. It sounds familiar to me indeed! I don't know if I would ever receive the "promised" call, but I do know, I will not do a car rental at Enterprise in the future.

I again contacted my insurance company and in fact only had a $500 deductible. I was then sent a bill for $4,000 for a scratch to the back door driver side of this vehicle. I did get a police report thank goodness and I took pictures thank goodness these were both submitted to my insurance company. Enterprise refuse to allow me to see or get an estimate on this car on my own as it could only be done through Enterprise. The bottom line is the damages to the car were $800. Enterprise never contacted me to reimburse my money but they have contacted me daily for me to pay them the remaining balance on the claim after my insurance company has already paid it. They call me and every time I try to return their call no one ever answers. I will never rent from this company again. They are thieves. I honestly don't know how this is legal for them to continue harassing me for $3,000 after the claim has already been paid through the insurance.

The bad experience: Two weeks ago Geico made a reservation through Enterprise for me when my car was rear ended and I needed a rental while the repairs were performed. The original reservation was made via the Garvies Point location in Glen Head as it is closer to James Autoworks who will be performing the repair. James does great work BTW and gets an A+ from me. If you are not aware of this, most RAC’s including Enterprise happily allow you to move reservations around from one location to another based on car availability/category selection. I have done this often over the years with many RAC’s and Enterprise has always accommodated me. The two main Enterprise locations I have historically used are Syosset and Garvies Point in Glen Head.

While on-line reservations NEVER guarantee a specific car and book by category only, if you call ahead and check inventory at the pickup location, they will almost always hold a car for you within a two hour window. I have done this now for over thirty years as I do a lot of traveling across the USA so I am very familiar with the process. I was looking for a Toyota Corolla and they are one of the more popular cars that Enterprise rents out. Knowing this, I was willing to accept a few days delay for the return of one. I floated my reservation between both the Garvies point and Syosset locations expecting to lock it in at the location that secured the first Corolla. Every couple of days I spoke with employees at both locations so pretty much everyone knew what was going on.

On Thursday afternoon, August 16, 2018, I spoke with the Syosset location and was told that a Corolla was coming back by close of business and I should follow up first thing in the morning to make sure to secure it. I called the following day at 7:30 am when Syosset opened and again I was told that the car had been returned. What happened next is the reason for my blogging. The employee handed the phone over to Ally, the supervisor who told me that Enterprise never holds specific cars for reservations. Ally went on to say that she told me this one week ago essentially saying that I was lying. I told Ally that we never had that conversation and if we had, why in the world would I wait another week to rent a car that I would never be able to secure.

I also mentioned to her my past experiences with the Syosset location as well as other Enterprise locations and that holding cars with two hour windows was a normal practice for people that had reservations. She told me that I was wrong and arrogantly said goodbye. I was a complete gentleman the entire time and somehow never lost my cool. They obviously had rented the car to someone on site and took no accountability whatsoever for my situation. Two weeks had now been wasted. This was the height of rudeness/arrogance and for that reason Ally you get an (F) for failure to take care of your customers. I was in complete shock but there was a silver lining at the end of the rainbow.

A few minutes later I received a call from Evan at the Garvies point location to notify me that they finally secured a Corolla and would hold it for me for two hours but would then have to let it go as other people were requesting it. I drove right over and they had the car all set up for me. Evan and his team know how to take care of their customers and have never let me down. I plan on sharing this letter with Pamela Nicholson CEO of Enterprise. I’m sure Pam wants only one thing for Enterprise, success and the way to get there is via excellent customer service. I hope this blog serves as a much needed wake up call to Enterprise RAC in Syosset so they do not continue to soil the Enterprise brand by disrespecting its customer base.

I was recently told by a Branch Manager after several mistakes were made on my account that "stuff happens". I was so shocked to hear him say those words that I didn't have a comeback. I couldn't believe he was saying that. All the years I have worked in customer service I never heard a company employee say that to a customer. They need to send all employees to a one day customer service training just like Starbucks did.

Within a week, I was able to track her down through Amtrak's passenger records and filed a police report, and a warrant for her arrest. The same day I filed the warrant, the car was returned to Enterprise, and I was charged $718 and change. Five months later, the woman was arrested on the train when it arrived in Hudson, but protested her innocence. No investigation had been done by the Hudson police, so I went to the Hudson Enterprise myself. The staff there remembered the case - they said it was unusual for a stolen car to be returned. They also said that the woman who returned the car had done so in person during normal business hours and was not listed on the rental record -- and that she was a neighbor of one of their Enterprise colleagues in the E. Greenbush office.

I called their colleague who confirmed that she had indeed rented a vehicle to her neighbor, which was returned to the Hudson branch on the same date, around the same time as my "stolen" rental. Turns out they never checked in my rental car and then re-rented it out to the neighbor. I was then charged for the entire week that the neighbor had the car. I alerted the Hudson police, the District Attorney and the lawyer for the woman I had arrested. The Hudson police filed a subpoena for the rental documents, which would prove that the same vehicle I had was re-rented to the neighbor.

It's now over a month later, and Enterprise still has not complied with the subpoena. In the interim, I received both verbal and written warnings from my VP, which have rendered me ineligible for a raise, promotion or bonus, and which have irreparably damaged our working relationship. Recently on the train, I ran into a friend of the woman I had arrested, who said that she is still struggling to move on. Not only was being arrested on the train in front of her 2 young children a traumatic experience, but she is also the Chief Compliance Officer for her company. The arrest puts her job in jeopardy, and she needs this issue to be resolved.

All of this happened because the people at Enterprise didn't do their jobs. They could have checked the rental system to see if the car had been re-rented out... but they didn't. When the vehicle was returned by the neighbor and her name didn't come up on the rental record, they could have investigated further... but they didn't. When they received the subpoena for the records, they could have cooperated... but they didn't. They could have made things right long before now... but they haven't. I've rented from Enterprise for well over 2 decades... but they don't care. Unfortunately, they are the only rental car company in Hudson, but if you are someplace where you have a choice, I recommend renting from Hertz, since National and Alamo are also owned by the Enterprise Holding Company.

On Aug.4 their payment history shows a reversal for $233.74 to my account that I never got and a debit for $188.07. The branch manager was very rude every time I tried to point these out and kept telling me I was just confused. I wound up spending $612.88 for a $188.07 rental. They have told me unless I prove everything they will not return my money to me. Their own paperwork proves what I am saying and yet they refuse to help me. I don't recommend anyone going there because you stand the same chance of not getting your money returned to you. This company used to care about its customers but not anymore.

It's been over a week and haven't heard anything? 2 days later I get another $20 dollar toll charge? As if $50 wasn't enough. Now I want a list of the tolls I went through; how much each cost. The details would be real helpful but you can't get a hold of them no matter how many messages you leave. Really great customer service too. They all act like well it wasn't them that made the charge. So funny enough started working with an ex-employee of Enterprise recently and they told me a lot about how sketchy they are and how much they're pushed to tack on as much fees as they can get away with.

Honestly completely unsatisfied with this company's behaviour. It's absurd you share your private information with them and they think they can get away with adding themselves to some type of payroll without your consent. Super dodgy people that are inconsiderate about wasting your time. Probably just want you to give up trying to get these absurd charges back.

I had to use the Enterprise road service and needed my car towed. They told me that they could not tow it back to Hobby, and that I needed to get towed to Bush airport. I said that was fine. This was a 50 minute trip. But instead it turned to a three hour trip. I was first taken to Buckeyes for him to use the restroom. That was okay till we stopped to talked to another tow truck driver (not the same company) for 20 minutes and not using language you would use in from of a customer.

After getting on the road he tells me, "Oh ** my tires are flat." We just left a gas station that had air. I said, "Okay what now." He said we need to fill them up. After driving for 15 minutes we pull into a neighborhood. At this point in time I am very scared and nervous and tried to remain calm. He parks and goes into a house. I send my family my location and tell them the situation. I am not from Texas and this made my family nervous and I was not sure really what to do.

I literally froze. My tow truck driver then gets back into the truck after going into the house for a few minutes. He states all better. I said, "The tires?" He said yes. I did not want to cause him to get upset so I said, "Please take me straight to the airport." He said okay. I may not be the brightest when it comes to cars, but I know going into a house will not inflate tires. After driving for an hour and 20 minutes, we pull into another gas station and he looks at his phone and says,"Oh my god we have been going the wrong way." I told him that I was very nervous and need to know if I need to get out and Uber. He said, "No the airport is half an hour away." We then get to the place that he needs to drop the car off and he leaves the car and finally drops me off on the ramp to get to the car rental.

I explained my situation to the employees at Bush, the attendant taking care of me apologized and said, "Geeze I hope we get our car." I said, "Oh yea you got it. It's about 5 minutes from here." He said, "Wait he took you there too." I said yes. Obviously he was not supposed to take me there either. The gentleman that was checking me into my car told his manager what happened and he did not seem to care at all how horrified I was. I told him, "Look you can look at the GPS tracker in his truck and get all the locations and stops that we made." I told him that you can see that the pick up is 50 minutes from here and not 3 hours.

The next day I told the branch assistant manager of Hobby and I was told that the manager would call me. After 2 days the manager did call me, left me a voicemail with a number that no one ever answers. I have emailed him asking him to please call me over a week ago. I have called the customer service line and have left a message for both the Branch manager and District manager to call me back and here we are a week later and nothing. They obviously do not care about their customers or the fact that they have experience a terrifying experience

Tried calling, no voicemail directions. So I called their emergency number and got a hold of a woman. We agreed that I could leave the car where it was and leave the key under the passenger seat and lock it. About a week later, I noticed there were multiple charges on my credit card and called the branch. He said I still had the car and that if I didn’t that I would have to file a police report. We argued about this as I had relinquished custody of the vehicle a week before. He called back the next day and said they would continue adding credit card charges until I filed a police report.

So I called Chicago police and was advised by the officer that enterprise should be calling this in, not me, but as a courtesy she advised that the car had been stolen and involved in a hit and run 6 days after I turned in the car. I gave this info back to Enterprise. The manager from Enterprise told me that I couldn’t prove that I spoke to someone when I brought the car back and was told I could leave the car. I do have records of phone calls on my phone and am sure that an emergency operator would have to record all calls to their emergency line.

I didn’t want to have to turn this into my insurance because the car was involved in an accident 6 days after I turned it in. The manager threatened to take me to court and put over $3100 charges on my credit card for a $146 two day rental. I have used enterprise for years and in my business, have recommended them to our customers many times. That certainly will not continue. Are things that different in Chicago enterprise locations that they have to treat people like this? And where is the enterprise manager’s culpability where their car was stolen just feet from their main entrance? Don’t they keep better track of their cars than this? Enterprise location: 2900 N Sheffield, Chicago, IL.

When the agent came back on the line I explained who I was and that I was calling to get picked up, he then informed me that they don’t actually do that on Saturdays, as they are understaffed and too busy. I explained that my employer had arranged this rental car specifically because I would need to be picked up from the shop where the bus was to be painted. I also explained that I had no other form of transport to get to them to get the car. At that point the agent relented and said they would pick me up.

Once he had and had brought me back to their office, another agent “the manager” asked for my driver’s license which I provided to him. He entered it into the computer and then announced that I was on the “do not rent to list”, I asked what was he talking about and he said I had an outstanding balance with Enterprise from 2011 and that they would not be able to rent to me until that was paid. I had rented a vehicle in 2011 and had prepaid for the rental IN FULL. I never received any additional bill in the mail, never received a phone call, never had anything appear on my credit report, and was never contacted by collection of any kind. All of which I told him, and he said I would have to take that up with his corporate office which would be open on Monday (this was Saturday).

The actual rental was being procured by my employer who is a nationwide company and the billing information had been provided by my employer, I was only listed as the driver of the vehicle. This did not matter to these agents in this Kirkland office, they reiterated that I would have to pay my balance before they would “rent me the car”.

I was now stuck 90 miles from my home. Attempts were made to obtain another car from other rental car companies in the area, but there were none available. So while all of the options of transport for me to get home were being exhausted and subsequently another employee of the company had to drive down from Bellingham, 90 miles to pick me up and return to me my vehicle and home. This all took 6 hours, 3 of which I spent in the parking lot of Enterprise where I was told to move twice by the manager to smoke a cigarette, ending up across the parking lot, and the office closed while I waited in the parking lot, all without another word to me. I strongly advise anyone contemplating using Enterprise Car Rental to NOT. Find someone else to give your business to.

It applies to cars rented in NY, CT and VT. This means that scuff marks incurred by any cars rented in those 3 states are considered normal "wear and tear" on the car. Our car was registered in CT although we rented it in NH. Why is this policy not nationwide? What makes NY, CT and VT special? Does not the rest of the country have curbs or wheel stops? It appears to me that Enterprise is more concerned about padding their bottom line rather than recognizing what should be considered normal "wear and tear" in today's world.

Enterprise's Liability rep. Jaclyn says not so fast. Not sure it's covered etc. I called the Insurance Commissioner of California. Enterprise is a private company--I can sue the driver in small claims, if I win (She said how could I not) Enterprise would have to pay my court fees and the claim. Meantime, I can't get this rep to talk to me and Enterprise is ignoring me. Because the damage is not enough, I can't get an attorney. Enterprise knows this which is why they're playing this game. I travel for work and will no longer use Enterprise for a car rental. If you HAVE to rent from Enterprise, use a credit card and say NO to any of the insurance options. The Salespeople make commission on selling it to you and there are NO guarantees you will be protected from purchasing it.

When I called Enterprise The typical idiot who didn't know what I was talking about! He says his supervisor isn't around and He will call me back. Never called me back!! Called again. Got the supervisor. His name is Jamie **. He made this slimy deal in the first place. Here is Enterprise great customer service! This guy (Jamie **) makes me feel like ** telling me they never should have rented to me in the first place! That they don't take Debit/Visa. So why the hell did you rent me the car! See this is a true sign of a Sociopath, make the other person feel ** even though you made all this happen! Jamie ** should be fired and charged with theft! Also this company gives you a car with half a tank of Gas! That is such a RIP OFF! Every customer is going to give the car back with more gas in it. You can't top off half a tank! This company needs to be looked into because they are clearly stealing from their customers!

We made our reservation for a full-size SUV well in advance, but the guy told us that rentals can only be made with credit card (no debit card or cash). This was already a huge issue as we only had debit card with us, because it's way more common in Hungary (our home country). We were seeking for solution while the guy just sat there and argued with us for not having a credit card and how we should have known about the company's policy (in the car confirmation email there was no indication of this rule)... So we asked for the manager, who was fairly helpful btw, but after solving the problem (letting us rent the car with a debit card) he stated that he had to go so we had to finish the rental with the original guy.

As you can see it was already far from a smooth sailing, but things just got more weird/interesting. After the manager allowed us to rent the original car (full-size suv) this overzealous employee said that we can only get a mini van, for almost the same price as the SUV. When we said we wouldn't take it he just laughed us off and wished "good luck" with other companies as they are all out of cars. Ultimately we had to take the minivan (it was way too small for 5 people and 5 luggages), otherwise we wouldn't have been able to rent a car at all. All in all it was a ridiculous experience and I definitely neither recommend this company nor will ever rent a car from them again.