Enterprise Rent-A-Car Reviews

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.

I was very surprised by this. This is Enterprise's mistake, not mine, and if all they have left is Audi's, I feel I should get that free of charge until a different car is available. He said the only other thing I can do is come in tomorrow after 10 because they should have more cars by then. I did not want to take another day off of work. I had already been without a car for 2 days and needed to go to the grocery store. I explained that I had an 8 year old and that was not acceptable. This location didn't care. I even spoke with the manager of the location. Their response was that they don't pick up in my location and if I wanted a car today, I would have to pay more money for the Audi.

Long story, short. I had multiple calls to corporate, the Enterprise location and escalated the complaints. I was on the phone for an hour and a half. Every department blamed everyone else. Everyone is doing everything they can but no one can do anything for me. Corporate insisted they sent the pickup over and the Enterprise location insisted they didn't. The lady at the Corporate complaint department even tried blaming it on my car insurance company. They think consumers are stupid. Finally after an hour and a half I spoke to another lady at in the escalated claims department who suggested we try a different location. She put me on hold and made the call. She wasn't able to speak to the manager however the employee she spoke to said they would put me next on the wait list to get picked up. I could call the manager and confirm and she gave me the number.

I called and spoke to the manager who refused to make me next on the list but said she could have someone there in an hour and a half. She had no knowledge of any agreement with corporate to make me next on the list. No one else working there did either. I called corporate back and again spoke to someone in escalated claims and explained that I was supposed to be next on the list. She couldn't do anything but did say that she would make sure an area manager reached out to me about all the problems I have been having. Needless to say it's been 28 days and no one from Enterprise reached out to me. When the driver showed up he was 30 minutes late. He wanted to discuss everything that had gone wrong for me even though I told him I didn't want to discuss it anymore or I would get more upset.

Through him I found out that corporate sends people in my zip code to the wrong location. It happens all the time and corporate is already aware of it. He also said that he isn't a driver. He cleans cars and was pulled off to come pick me up. I'm not sure why the manager didn't pull him off the line 2 hours ago so I could get picked up next like corporate had told me. Once I was at the car location the manager was sucking up to me because she knew I would be leaving a bad review and speaking to the district manager. She gave me a Jeep Grand Cherokee free of charge. There was damage to the passenger side and she said she would note that on the report. I should have known better... When I went to pick up my new car the dealership told me to leave the rental car and they would have someone from Enterprise pick it up. I was very happy to be done with them and so I agreed.

3 days later I get a call from Enterprise asking where the car keys are. I told them they were at the dealership. Later I got a call back asking about the damage to the passenger side of the Jeep. I explained it was already there and that the manager had told me she would mark it down. She didn't note that on the report. She lied. This is another scam to get money out of people. You would think they would have records of damage to cars. I have left a voicemail with the area manager who was supposed to call me back weeks ago. Hopefully I can follow up with what happens here. My advice is use ANY OTHER RENTAL COMPANY EVEN IF IT COSTS MORE. This is a company that does everything they can to scam you, lie to you and get more money out of you!

The temperature in Phoenix on Wednesday 7/25 was 118 degrees and I had half of a 1 liter bottle of water. Enterprise roadside advised me it would take 75 minutes for a tow truck to arrive and 3 to 5 hours bring another car, there was no location that could pick me up at that time of day, that was 4:13 pm. By the way the provider for Enterprise roadside service is AAA of Arizona. At 5:37 I locked the car up, called my stepson and asked him to pick up his mom, took everything that was mine out of the car, grabbed my cane and started walking home. To say I was mad doesn't even come close to describing how I felt. It took me just over 3 hours to limp 12 miles home through some of the worst neighborhoods in Phoenix. While still hoofing it home I called Enterprise roadside at 7:00 pm and told them to bring me a car, again I was told 3 to 5 hours. I told them I was okay with that. I would be at home waiting.

At 10:00 pm Enterprise roadside called me and told me the broken car had been picked up by AAA and taken to the airport and they were picking up a car to bring to me. When I hung up the phone it immediately rang, I picked up and it was the AAA tow truck driver telling me he was at the airport and where was I so he could tow me home. I told the driver he was there to pick up a car from Enterprise and bring it to me, the driver was confused and said he had to talk to dispatch and hung up on me.

I called Enterprise at the airport and they had no idea what was going on and had not been contacted by anyone about this situation. I then called Enterprise roadside again and told them that 3 hours had passed and I expected a car delivered to me in the next 2 hours, they had no record of me ever talking to them. I stayed up til 1:20 am, no car. I went to bed and got up at my usual 5:00 am, at 6:00 am AAA called with an automated message telling me they would be to my broken down vehicle 25 to 30 minutes. I hung up and 2 minutes later the phone rang, AAA was advising me they would be to my broken down car in 30 to 45 minutes. I called Enterprise roadside again. They said that they would call the local rental office to get me picked up. They called me back when the office opened and told me they couldn't pick me up. There were not enough people in the office.

At this point my wife called an Uber that arrived at my house in 3 minutes, I had to scramble to get out the door. When I got to the local Enterprise office there were 5 people there not counting the guys out back washing cars! After a 30 heated argument about a replacement with Brazil ** who was more concerned about the car I broke down in 16 hours previously. Corporate managed to convince her to give me a car. So after 16 hours and almost 60 phone calls I finally got a car, got my wife to work 3 hours late which lost her her overtime for the day. I'm now driving an under powered Toyota Corolla that gets really bad gas mileage and has a cracked windshield but at least I haven't had to walk home again. Thank you so Enterprise Roadside assistance and AAA of Arizona. You were less than useless!!!

So I go to my car. Get my light bill that was paid in full and I presented the bill to the associate and debit card. Again Zachary interferes by taking the electric bill and telling me that wasn't valid, because was issued past the thirty days. I told Zachary that I was not in country and I paid the bill a few days late and if he could make an expiation about this.

I did tell Zachary that I have been a long time customer and I never had an issue with anyone and as well I had pretty good record, as well I was trying to put some reason in his mind. Zachary decided to be confrontational, by repeating that this was their policy, incredibly disrespectful. The way he approached me, was like I did not understand what he was telling me, and trying to make it show in front of other customers and his employees that I was wrong. I can see from my observation that customers was judging me I can tell from their smirk in their faces, because he was presenting that way.

The fact that I do have an accent and was kinda stunt by this reactions doesn't change that I am very established a have great life and very successful and have the university degree. Zachary made a misjudgment by treating me this way, by asking me to leave the store, as I was trying to push him to change his poor decision. Maybe he was trying to eat that breakfast I was on the way to his happiness, or maybe he is born and raised in countryside and hasn't traveled the world, like I have, so he can have a different perspective on life, in general. Or maybe was saying on his mind what are this foreigners trying to rent cars. Who know, what was on Zachary's mind that day.

Plus their parking lot was super full, it reflects their sales. He made feel like was totally wrong, and voiced his anger in front of his customers, by asking me leave the store, with total disregard about how to treat others in general. He could have talked to me to the side as a professional but he did the exact opposite. They need to bring managers truly cares about their customers, like Joe previous manager there. I did call their customer service twice. I haven't gotten an answer yet. Very poor customer service.

So they can ** you up the ** when you drop the car off. You can’t even pay with cash! This is the United States of America are you kidding me? My bill went from $732-$980 being charged to my card. They also take the full amount out of your account the first day you get the car. I feel so dirty and used. Please EVERYONE... use another company or don’t rent a vehicle if you can. AVOID ENTERPRISE AT ALL COSTS. Also the store manager was rude and unprofessional and a **. A real **.

I was very upset and disappointed to the Enterprise. Ultimately I didn't rent a van, I pick them up through helping my friends. That night 7 vehicles went to airport to pick up. My team support to stay 2 weeks, so still I need a van. In emergency situation, I rent a 15 van at Long Beach Airport on 23 July with $2412.34. I think that the Enterprise trick for more charging to customer. I have damaged financial and mental. I have a huge terrible experience with the Enterprise Rent A Car.

I stated, "how much longer" and she said, "20min” and followed up by saying she told the Secretary 30min, which was a lie. After I spoke to the Secretary after my initial conversation with the Branch Mgr. It was 1 hour before I got picked up. During my wait at the local body shop, I called the Area Mgr. and told him what happened and that it was inexcusable/unacceptable that you could not provide a service offered to you in a timely manner and He agreed. I was picked up 5min after speaking with the Area Mgr. Thank you for your promptness.

Now I’m getting calls from Enterprise saying they refuse to cover the other person's vehicle because I took the wrong package. They’ve even gone so far as to tell the other party that I “refuse to answer my phone, and I’m dodging their calls” when I’ve been the one calling enterprise for more information this entire time. Save your money folks, DO NOT use this company of liars and cheats, they’re all scumbags. Trust me.

So, I showed up at 11 am to be told there still was no car for me to rent. Why do you make a reservations? To RESERVE a car! I went to the Hertz Rental in Tyler on Loop 323. When we got to that location, there were several cars lined up on the side of their building. When I asked if those were some of the cars for rent, I was told those were all set aside for RESERVATIONS! (Hear that Enterprise? RESERVATIONS). Larry set us up within an hour with a 2018 Buick Encore. It was rented to us $10 cheaper than the quote from Enterprise. We spent our vacation enjoying the ride. DO NOT LET ENTERPRISE SUCK YOU IN. They do not hold up to their end of the bargain/reservation. Some customer service huh? I will NEVER attempt to rent from Enterprise again and will let EVERYONE I know how they treat people. My parents also had similar problems with Enterprise and don't use them either.

I told the person in Enterprise Long Island Smithtown Office, that I declined the Protections after Nov. 28, 2017 4:00 PM. I returned the car on Dec. 20, 2017. Later I received the bill of my credit card, which showed that Enterprise St. James Office charged me the Protection Fee for 24 days, $920.62. I never requested and never signed agreement that I need the Protections after Nov. 28, 2017 4:00 PM. I rented the car from the Enterprise Long Island Smithtown Office, not from the Enterprise St. James Office. Obviously, the Enterprise St. James Office had wrongly charged me the Protections fee for 23 days, from Nov 28, 2017 to Dec. 20, 2018, i.e., $882.28.

I called the Enterprise Smithtown Office, but get no response. I turned the matter to New York State Department of State, Division of Consumer Protection, hoping that they can help me to resolute the problem. The Consumer Protection Office had pursued the matter for three months; finally the Consumer Protection Office told me that the Enterprise Long Island Smithtown Office refused to respond to them. I then write to the Headquarter Office of the Enterprise Rent A Car Company asking them to correct the wrongly charged Protections fee of 23 days by their Enterprise St. James office, and refund me $882.28. I wait for three months and get no response.

Came in an hour later, had to wait forever in line. Finally got someone and waited forever. They never got another car for us. Had to find one when they could have worked on this after we called as we were on a schedule and already lost time due to the car issue. First car they brought us didn't have SIRIUS XM hooked up which we paid for so we waited another 20 min for the next car, had to wash it. Had to wait. The wash didn't even look like it was half not done. Didn't care about that, also we paid for a full tank the day before and got a car less than half.

I said, "Can you fill it up as we shouldn't have to PAY again for a full tank." They said it will take another 10 min. We said go ahead. The guys working there out of all supposed to be helping us didn't offer any discounts, nothing for our troubles just "Sorry about that". We should receive some type of discount as we paid quite a bit of money for traveling across country using Enterprise which we never experienced issues or the customer service like we got at the Reno Enterprise (NOT AIRPORT ONE).

When asked if I could speak with a manager, they refused. When asked for the corporate number, they refused. I originally called at 12:00 p.m. and ended a call with someone from the corporate office (John) who answered my questions, and directed me to where I can file this complaint. He was polite, he didn't ask me like Luke, "Why do you need this information" - how rude! I am going to reconsider continuing to do business with Enterprise given the treatment and runaround I received. The two staff that I dealt with is an embarrassment to Enterprise to say the least.

Now I was literally stranded and over an hour away from where I live in Cape Coral; in the Florida heat with my two small children. I decided that my best bet was to call Enterprise as I've never had any issues with the company before and I've rented from them many times in the past as well as multiple this past year already. I have always paid using my debit card or cash so I planned to do the same this time around. I spoke with a customer service representative and explained my situation, I told him I also needed a larger size vehicle to accommodate the car seat for my kids and some other belongings I had in my broken down car. After finding a vehicle big enough the customer service representative I was speaking to gave me a number to reserve my rental and connected me to the office in Fort Meyers, FL

I explained to them at the Fort Meyers office on Daniels Parkway, and at 2 other locations in Fort Meyers, that I needed to be picked up as soon as possible because I was stranded with my two kids. He then asked me for some personal information and noticed I was already in the system from previous rentals. I informed him I would be paying with my debit card. He told me I needed to have proof of residency such as a utility bill or something of the like. I had to re-explain that I was stranded with a broken down car and I did not keep that sort of information with me or in my car, I don't know of anyone that does either.

I told them (by this time I had been passed around to 4 different representatives on the phone; each time I had to tell them my dire situation from the beginning which was extremely frustrating) the last person I spoke to asked me what I had on my person to show some kind of "proof of residency". I told her I had my Florida driver's license, my insurance card and my car registration (also Florida). She then asked me for the address and the city listed on my driver's license, I told her West Palm Beach, Florida (the same address they have on file in their system, I just recently moved to the Fort Meyers area). She then denied me and my children service because quote: "you do not live in the city you are renting from". Understandably, I was upset and distraught, I asked to speak with someone in upper management and the lady told me that upper management would tell me the same thing, stating that it was a policy issue.

I am writing because Enterprise was my only option as I don't have any family or friends close by. I was stranded and in dire need of a means to get myself and my kids home safely and was refused multiple times during each conversation with every representative I had spoken to. I was tossed around from office to office, and to different representatives like a ping pong ball and made to feel that my well being and my kids' well being were of no value. As a loyal paying customer of several years I was, and still am distraught over this entire experience.

This was 100% unethical and I have already filed a complaint by phone to Enterprise Holdings in St. Louis, and called the regional office in Southwest Florida and spoke to Jennifer. So far nobody is willing to help me. I will be in touch and continue to write whomever and call whomever till this gets resolved. I will also be contacting the Better Business Bureau as well if I continue to be ignored and treated the way I have been since Friday.

We received a confirmation email on 6/28 from Enterprise about our reservation. We arrived on Saturday morning to pick up the van, there wasn't one. The employees at the counter were indifferent. Follow up complaints with customer service agents were indifferent. We eventually received an apology from someone named Laneka apologizing and offering a coupon for two free rental days, to which we said, "No thank you." We would never do business with this agency again. We lost a whole day of our vacation scurrying around to find a van to travel with the kids and grandkids.

Now, when I returned the vehicle on 02-July-2018 at 2045 I got charged for 4 days. Moreover the office staff was very rude. Below is what they did - 1. Charged for one extra day even though I was told that this will not happen? 2. Charged insurance and other charges for 4th day, even though I never approved it? 3. Instead of holding/authorizing the amount on my credit card, they charged my card? This is so unprofessional and I was not expecting "Enterprise" will do this to me.

I called and spoke to their branch manager by the name of Calli **, she's young and inexperienced so needless to say, she also failed miserably at her job. She also failed to communicate to me about fees and charges. I voiced my discontent with the poor communication and non-disclosure of fees/charges. After going back and forth, she told me she would waive my balance. I was satisfied. I thought maybe because their employee clearly did not disclose anything about the out of pocket expense so this is their way of satisfying the customer. I was completely wrong!!! I went to return the vehicle, I was told that I was pretty much wrong and they don't believe me because their employees "ALWAYS" tells the customer about the additional fees/charges and that they never let a customer walk out the door without disclosing that info. She said she is standing by her assistant manager and that nothing else was going to be done.

So they pretty much charged me by taking my deposit. This is so unethical. They have no right to treat and mislead customers like that. Clearly Joey did not do his job and deceived me just to get a sale. The day before I returned the car, she told me they are waiving the balance but never once said they will be keeping my deposit of $145. DECEPTION. Of course I asked why. Both Joey and Calli said it's because I've had the rental so they have to charge me.

This left me a little more confused and frustrated because I was told the balance is going to be waived but then you collect the balance in question by keeping my deposit and it was verbalized the reason for keeping my deposit is to pay for the rental. Pure deception. How do you "waive" a fee but pretty much collect it out of the deposit? So you can imagine my frustration and anger at this point. I asked Calli why she didn't tell me this the day before, her response "I did." She told me she was standing by her assistant manager and they are not going to do anything further.

I asked for the manager above her, they were hesitant to provide that info but eventually did after they were done texting each other to cover their butts. I left him a VM. Do you think I got a response? NOPE. They are so unprofessional. The funny thing is, when the manager was leaving that office he told his employees to keep the numbers up so they can get their bonuses. They really deceived me with the cost and fees. And the sad thing is that nothing is going to be done about it. That's the frustrating part. File a complaint if you want but good luck with getting any responses. I just hope this gives solace to others knowing that they are not the only customer to be deceived and mislead by Enterprise and their incompetent employees.

Jarell was at the office the day that I picked up my rental car and I did not see him when I dropped off. So I am unsure how he looked at the car at the same time the employee did, when I walked out of the office with the employee and Jarell was nowhere in sight. He may have looked over the car AFTER the employee did, but he was NOT there when we left and the employee was inspecting the car. This is 4,000 that has been stolen from us. We have filed a police report, and I have been in touch with Joe **. Joe advised me that he would have the risk management team, along with HR interview the employees, but if it becomes as he said she said, there will be nothing they can do, which is completely unacceptable to me.

He also made a comment that 4,000 is a significant amount of money to be driving around with. To which I believe it is none of his business, and it totally irrelevant, however my fiance works in Texas, and received a paper check. He cashed his check before he left Texas to drive back to home to PA. He came home on Sunday so we are talking about having this money for a 24 hour period. There was a 20-30 minute window from the time I dropped the car off, to the time my fiance went back. It is very disturbing to me to think that someone would take this significant amount of money out of a car, and the company they work for basically tells me if the investigation comes back that the employee just says they didn't take the money then there is nothing else they can do. I will never ever rent a car again, let alone from this location. To Date- I have not heard a word back from Joe ** or any of his staff.

We get to the site around 3:30 PM and I see five people milling about but only one talking to a customer who told me "someone will be with you in a second." After a while, I get waited on by **, an assistant manager, who tells me he cannot find my reservation. I show him my email confirmation (time-stamped 2:21 PM) and also inform him they were previously called by a member of the reservation team. NO ONE in the office would admit to receiving the call from the reservation team and ** swears the reservation didn't get to his computer until 4:03 PM (which was the ACTUAL time by now).

He then tells me he doesn't have the vehicle I ordered while the representative next to him is describing the EXACT type of vehicle I ordered to another customer. ** says the vehicle is not available but would I like a sedan instead. I told him the woman next to him is indicating she has this vehicle and I told him it must be the one I reserved through the reservation team representative to which his reply was "when a rental opportunity arises, we take advantage of it."

The other customer does not accept this vehicle and I am informed I am "in luck, the vehicle just became available." I hand him a CT drivers license which Even spends a full five minutes verifying using his reference book and UV light (I saw him place my license directly beside an exact color picture example depicted in the reference book yet he continued to pour over something else for several minutes more). Eventually, he agrees the license is genuine and processes the vehicle rental. We proceed to the vehicle for the inspection and we notice there is about 1/4 of a tank of gas to which he tells me "we try to rent all our vehicles with, at least, 1/2 and 3/4 of a tank of gas but you do not have to bring the vehicle back with more gas than you get." He leaves and I go to drive it out when I notice the rather large, round crack in the windshield. I go back to the office where ** offers to add it to the inspection report.

Since the crack is directly in front of the driver, I ask for a new vehicle and he has another one sitting next to where the original was parked! This vehicle had even less gas (almost empty) than the original one, but I was fed up by then and asked for a free upgrade to a BMW SUV to which I was told "I'm sorry but those are exotic cars and I do not have any control over them." By this time, I was almost 5 hours later than I had intended to set off for Savannah, so I had to make the decision to stay in Atlanta another night and lose the reservation in Savannah. What a nightmare, so one can readily understand why I will not be doing business with Enterprise anymore. I should add, due to the nature of my work, I have rented hundreds of cars in my lifetime with this being the single worst experience ever.

When back today to “apply” the points. Enterprise changed the rules within the last 72 hours. Now they want to charge me 650 points a day for the same car and a higher per day fee. I spoke with two customer service representatives that said they couldn’t override the new price or point increase. Although a previous representative told me to lock it in. If you are still reading... after this experience with Enterprise, I will no longer rent from a company that has these deceptive practices. I’ve been told a happy customer tells one or two people. But an unhappy customer tells 9 or more. According to Facebook I’ve got around 850 “friends”. Not sure how many will read my rather lengthy rebuke of Enterprise... and even if you have a confirmation number they will not honor their initial agreement. At least that’s been experience. Have a great day and thanks for reading.

The manager told me she would turn in a request for the receipt but that if I wanted it sooner to call the location in Gastonia directly and ask for it. So I turned around and called the Gastonia location and of course, the guy on the phone could not locate the receipt either. He told me it should have been closed by now. (Ya think.) It's now almost a week after the rental was returned and still no receipt! However, I did receive a call yesterday asking for a rating of Enterprise and I told the lady the same story here but she did not seem to care. Meanwhile, there is a $200.00 hold plus the price of the rental on my credit card. I would absolutely not recommend Enterprise unless you enjoy dealing with hassles.

They knew from the start they didn't have a car and they knew they were not going to have one an hour later. The upgrade should have simply been provided free of charge right then, not have customers waiting for another customer's return. I don't know what kind of scheduling system that have in place but it definitely needs to be looked at. I am posting this so others can beware of this policy. I lost time on this deal and Enterprise lost a customer.