Enterprise Rent-A-Car Reviews

8/10/16 - The ** male who picked me up got out of the car, opened my screen door and started rubbing the inside of the latch. As with previous rides, the GPS, if there was any, was not left on and he claimed not to know how to get back to the rental location. He changed lanes in an intersection after seeing a police officer on the left (Mallard Creek Church Rd).

8/13/16 - Conflicting with what I was told earlier, both the proof of income and the utility bill was asked for at the counter. It is a concern in part because this is not only time consuming but also a security concern whenever personal information is given unnecessarily - especially with this group. When I have provided information in the past, they have done nothing with it or hurriedly copied a front or back page.

My insurance agent was contacted by phone to verify that the coverage included "loss of use." This requirement was never mentioned for this rental or either of the prior two. What if the insurance office was closed or unable to be reached? When asking about the "after the fact" requirement, I was told by two female representatives that "it would be ok" with one responding that "they had been audited." The car I was given was the same driven to pick me up. Brianna, who handled the reservation inside, got into the passenger side of the vehicle to check the mileage and, despite all the time verifying the full coverage information, asked me which coverage I wished to purchase.

8/13 - During the on-time return I was chided for how many miles I used (nothing unreasonable). When asked about the service I received, I stated that I had a list of concerns that I would be discussing with the company. I told the representative that I would be waiting for my ride, and he responded that there was no one available for a return ride this weekend. I had no choice but to walk to access transportation and it was over seven miles in the sun.

I was then told that they would NOT front my car rental. I couldn't pay so I called my daughter to see if she could supply me with a credit card number so I could get a car. I was on the phone with her for another 10 min while me and the attendant waited. She was busy and kept putting me on hold. So I hung up and called my son... who said "No problem" so I handed the phone to Enterprise attendant to get his credit card number and he stood there and looked at me and said, "Well... I can't take a credit card over the phone". I was upset and ask him why he didn't tell me this before I spent 10 min on the phone trying to get a card.

I further asked why the girl on the phone didn't have the information to tell me all this on the phone. My son said I will bring it up... and the attendant just looked at me. I said this will take a while... My son is a paraplegic and it will take time for him to get to his car, get in and drive here from Odessa and then get out and come in here.

At that point your attendant looked at me and said, "I don't like your attitude so I am NOT going to rent a car to you". I walked away furious!! I went up the street to HERTZ who informed me that NO rental car places would take my son's credit card and let ME drive. Which the Enterprise man could have told me (on the phone, or in the office). I am now getting a car through Hertz tomorrow... but I will NEVER EVER EVER DEAL WITH ENTERPRISE AGAIN. I am an amputee and standing all that time without the proper information is ridiculous. It is ridiculous that I wasn't told all this on the phone prior to coming in. I have been in a business all my life and I would never treat anyone who came into our business like that man at Enterprise treated me.

Upon returning the car I tell them it's missing and that I researched purchasing a new one on line.

I found several places to purchase one ranging in prices from 20.00 to 40.00... I checked with a place in CA called Hubcaps.com. They have a special little video on there not showing where these particular cars are bad about losing hub caps. I note on my phone the places I found them with prices. First thing they want to do is file against my insurance that's gonna cost me a 200.00 deductible. I said NO. I will pay for a new hubcap but it's gotta be a reasonable price. I personally didn't feel the hubcap should have come off. Maybe it was defected. One guy there makes several calls around town to find one but no-one has one.

I went out to take pictures of the car and it was then that I noticed the car had no current registration. No Tx sticker on the window... But it had a CA plate so I look at both front and back plates and note it expired in July 2016. I leased on Labor Day weekend Sept 2016 so I go back in and tell them the car was not even legal to be drive. They try to tell me it's ok cause it a CA plate. I look up the CA laws that states clearly the tags must display current registered dates. I argue till finally they let me order the hub cap which I tried to get next day but took was 3 days. Before I realized the registration was out I offered to keep the car And pay daily till I had the hub cap so they wouldn't lose money on leasing it yet they tell me "NO we can't lease a damaged car." It's A Hub Cap... They go on like it's major collision damage or something.

I get the new hub cap and take it straight to them and then they tell me that I Will be charged for the three days it didnt have a hub cap. No I tell them I will not pay cause I offered to lease the car and pay till the part was here and No also because the car was never Legal to be driven anyway with Not having a proper registration. I told them if anything is charged against my credit card then I would sue and make them reimburse me for the days I had the car that wasn't legal to drive and A step further maybe they should reimburse every person that has leased that car back to July when the registration was good. I will walk before I Ever Go Back To Enterprise Again...

Since when does having a credit card defines a person financial status? I told the clerk never mind to please cancel my reservation because Enterprise policies are just crazy. I told the clerk that I have 2 credit cards but I refuse to give it to Enterprise. They have lost my business FOREVER! I will be going to Budget Rental or Avis from now on!!!

Unfortunately, my rental took place about 2 weeks after the hail storms had hit and Travis did not document the 3 small hail dents that were on the VW beetle originally so when I returned the vehicle, a very rude rep - Lamiya - assisted me and began aggressively telling me to pay up for the hail damage. I argued that I did not have the car during any hail storms (I had only had it 4 days on top of that and there weren't even any dry rain marks on the car. It was still very clean) and she walked away into the store and called to file a claim against me for which she made up a date and time for and informed me of after the fact - I declined signing anything that would show I accept responsibility for her bogus claim against me. I ended up going back to deal with Travis for obtaining the mid size car instead after going through that headache and again he was much friendlier and the opposite of Lamiya.

Four months have passed and I received a letter out of the blue asking me to pay Enterprise $2350 for hail damage that went from 3 dents to several more (mind you they had the car in their possession since 05.26 and didn't have it evaluated until 06.03 which was 1 day after an actual hail storm took place on 06.02 and their cars are not kept covered so new hail damage occurred and they are trying to gain their profit off of me so they don't lose out). I now have a new issue to address with this company and will fight it all the way even if I need to get an attorney - I have hourly weather reports for the days I had the first vehicle which show no hail in addition to pics of the vehicle itself from the moment I drove it off their lot where you can see the dents.

I suppose if it wasn't for the crappy experience I had with Lamiya, I would have given better ratings for Travis. However, I now have this awful, complicated situation to deal with all because some other careless driver rear ended me and I needed a rental car temporarily which unfortunately led me here. If I were actually responsible for the damage then I would file it through my insurance to pay however, I know that this is definitely not my responsibility and I will not be taken advantage of and Lamiya needs to learn customer service etiquette.

I went to Enterprise to ask my money back and was given lame excuses about Insurance approvals and so I might get my money back "someday". I went to the bank and banker called Fred back on my behalf. Fred admit that he charged card without calling me first and made remark about "language barrier" which I find offensive and not true. After banker said that they will stop charge, he snapped (and I quote), "I WILL RIPPED HER (me) OUT OF THE CAR!!!" and hang up!

I think it's not fair to me, as a customer, being caught between Insurance and Enterprise charges, especially being single parent on a budget and most of all being treated like this. NEVER AGAIN I will have a business with Enterprise and will warn as many people as I can so they avoid terrible experience and empty bank accounts! Will get my car soon and terrified to deal with Enterprise people again!!!

Updated on 09/04/2016: Well, guys, if you was unfortunate to deal with Enterprise Glenwood Springs, CO you should brace yourself from BEGINNING to the END (if it's any)!!! You will have unethical sale (Damage Waiver is OPTIONAL!), unauthorised charge (account cleaned OUT and put on negative balance over weekend (for me it's second weekend so far and counting!) without you knowing!) threatened to be (quote from taped company line) being "RIPPED OUT OF THE CAR!" and hung up to after tried to stop unauthorised charge (nobody warned me to watch out for Fred!). And even after rental car return (fueled and being cleaner that when you got it!) DO NOT expect refund from unauthorised charge!!!

If you want to waste more of your time you can email branch manager Erica ** and have automatic reply with phone number and email of Mike ** for (quote) "immediate assistance". When you call, dispatcher will inform you that Mike is not available and don't have a voice mail to leave a message to and after you email him you also find out that he don't have automatic reply because everybody suppose to enjoy Labor Day weekend... BUT NOT YOU though because you are Enterprise customer = NODOBY and being treated like one!!!

Upon returning the car, again, we were very pleasantly surprised. It was about 7:30 am and I expected they would be very busy with returns. We pulled right in and were basically all done by the time we were able to unload our luggage. It was a seamless and simple process that stripped away some of the "normal" stress of travel. I could not have been happier with my experience with Enterprise!

However, the female Asian manager went out to the parking lot and specifically picked an old car for me. It was an old Chevy from around 2001 to 2003 (I'm curious that why they are still keeping old cars) without any USB connector or Bluetooth, and once again told me that it was the only vehicle they could provide me. I have told her that I did not mind paying a higher rent and got a newer vehicle as I might need it for driving a long distance to other city. Without USB connector means that I could not charge my phone which I always used it as a GPS. In addition, when I got back to the van and prepared to pack my things and put them into the old Chevy, the manager was also in the van. I asked her if I could get my things back for just being polite. She reluctantly said yes and smiled and threw the key into the van angrily. I do not understand what made her so angry.

My phone was really running out of battery, and I hardly got back to the hotel that night. I could not bear such an old car. I returned them the car the next day and ended the contract. I really do not understand what's wrong with this manager. She chuckled with her colleague when I turned back and stepped out the office booth. Furthermore, I found out that she charged me for an extra 300 dollar from my credit card account. That was a horrible experience from the SFO branch. I will never recommend any of my friends to rent a car from Enterprise when they get to San Francisco.

I have rarely had the opportunity to be treated with such respect and courtesy, and it was so refreshing to see that there are still representatives out there willing to give their all, under any circumstance. Brandon of Main Street, League City, Texas is one of those people. He is more than just a representative of Enterprise, who are lucky to have him. He is a good and compassionate human being. Thank you Brandon for all of your outstanding service!!

Weeks later, in comes the hits to my card for their pricey tire. If I was paying for it, why didn't the garage give me the bill? Because "It was covered." But they didn't stop there. They hit my card for a Loss of Use fee that when they realized was invalid because I was still paying for the car, they changed it for an Admin charge in the same amount. Could they be any more disreputable? Finally, because I went 39 through a 30 mph zone, it generated a notice. The notice price was zero, but Enterprise hit my card for another $50 admin fee. I realize this complaint is just one of millions against these people, but it needed to be written. I suggest you use only public transport and if that isn't available, don't go there. There is really no way to come out ahead with a rental company.

She said nothing about policies and procedures either. Came home on a Monday, I kept car till wed and got charged 3 days extra and charged me a full tank (returned 3/4 which it was when I got it) 3 full days for more than double what I thought and a pick up fee (which is specific apparently for the airport). The service person started saying right off bat I could not drop car off (I did ask about this on the main number which they did not specify airport and they said I could like last time for free). She called and spoke with someone and very matter-of-factly called out every thing I did not know that I was getting charged for. I guess I was supposed to be ecstatic that I was being charged an extra 170. I was very angry and instead of trying to calm me down she had the tough ** facial/attitude.

The lady on phone waived the pick-up fee (how sweet) but that was it. I understand not her fault but clearly I thought I knew enough having rented before. She could have been a bit more sympathetic and helpful. I was angry but there is a way to make people feel better about being gouged and hers was not it. Then I said that one of the guys would have to drive me back and then the driver jumped up got in my face and said I would have to walk home because I snatched the pen (?) out of this gal's hand. Luckily manager showed up otherwise I would have had to walk home with my bags about 3-4 miles. I am sorry, Enterprise can suck it. I cannot believe the lack of assistance. I guess I should have known that every single enterprise is different. Silly me.

After 12 days (today) I got a call from Connor the manager (idiot) in that office in Chicago telling me that the car was damaged. What? After 12 days you are calling me and stating or accusing me that I had an accident? The car was damaged??? Why they didn't call us on the spot then to show it to us? I honestly drove it and filled it up with gas and returned with 2 adults were with me and we had no accident or nothing like that, but I think they rented that vehicle to someone they know and they wanna blame it on me. Big Liars. It was my first ever time renting from that poor company and I will never, ever go to them anymore. I would rather walk and not renting from those idiots in downtown Chicago. They are kids and don't know nothing plus they have no respect to anyone. UN-Respectful people and very poor company. They claim like they treat you as family (their signs in their offices say so) and what family???

You don't call customers rude. I will plaster this all over the Internet. Don't use them. There is budget, hertz, other car rental companies to use. They charged my card money for no reason cause my insurance company is paying for it due to I was in a wreck. After having the car for 3 days why would you charge money to my card. This katie looked in the computer and said yes it was their mistake after calling me rude. No excuse. I will not let this go. She needs fired from her job. Don't use Enterprise rental at all. The one on murtland Ave Washington pa 15301. They will never get my business. Never.

I phoned this lady Teresa ** on **. She hung on me. I received several emails from someone supposedly to be a Regional Vice President named, Aaron Toombs, **, that sends an email repeatedly acknowledging receipt of my complaint as if there is something going to be done when it is not. I'm disabled, retired & frustrated knowing that I'm dealing with corporate thieves that truly don't care who they hire as long as they make them smile as clowns to steal for their pay. I live in Washington DC & it doesn't benefit me knowing as much as I love the sunshine state that Enterprise is as well as Alamo & the other rental company associated under their umbrella hire thieves & liars.

So I rushed and called the district manager and she claimed she was going to handle Linda and made sure to put notes that she put me in a rental at that location the next day. So when I called I got a guy claiming to be the manager which later found out he wasn't and lied to cover Linda. So guess who I get as soon as I got disconnected, Linda. She argued with me once she found out I told on her and said no to call tomorrow to speak to another manager and she wouldn't put me in a car or pick up any of my calls. Sent me away for the 3rd time. Horrible customer service. I'm a journalist and definitely writing a article about Linda and what a horrible experience I had with Enterprise.

They are complete slobs on renting out clean vehicles, I would NEVER let someone borrow my car as dirty as the car & truck that we got that was rented. Dust everywhere and smudge marks all over and grass and dirt on carpets, dirt on seats. Funny thing too is they said, "Sorry our cleaner guy got in with dirty feet." What are you telling me? You grow grass in your cleaning bay??? Haha I will never rent there again and we travel a ton. We also have tons of friends that travel like we do and I will be spreading our experiences that we've had with Enterprise Car Rentals!!!

After I complained about the way I received the vehicle I rented they asked me if I would like to bring it back in so they could re-clean it. Yeah no I will clean it while I have it and it will probably be cleaner when I return it than when I received it! Pretty sad that this company will screw people and has such low expectations of their employees!!! Lesson learned. NEVER USE ENTERPRISE EVER AGAIN!!!

I pulled over and noticed a metal object had pierced through the grill and radiator which was leaking coolant causing the car to smoke up. A witness had seen a single car accident occur on the southbound side of the interstate. This car had hit the guard rail and debris from that car flew into our rental car. I quickly googled a number for enterprise in Florida. The first number I called had option number 3 for emergency services, however once pressing 3 the automated system said that the service is unavailable. My friend found another phone number to call and I was able to get through to a representative. The representative set the vehicle up with a tow company. I asked her how we can get a ride back to the resort and she told me to speak to the tow company about it. I ended the call because the police officer needed information for the police report.

Shortly after I called back and spoke to another woman named Messina about being set up with another rental vehicle since I had reserved the vehicle till 8/7/16 11 am (time of our return flight to NY). She told me since it was after hours she would not be able to set me up with another vehicle. She went on to tell me to save the receipts of the cab rides since Enterprise was supposed to provide me with a rental vehicle till the morning of 8/7/16. She told me to bring the receipts to the Enterprise desk at the airport. The police officer on scene was nice enough to call a cab for us since we were unfamiliar with the area. We took the cab back to the resort and I made sure to save the receipt. The next morning we had to take another cab to the airport since we still did not have a rental.

I brought both the receipts to Enterprise at the airport and spoke to a manager named Brian who said "I don't know why they told you that because we don't reimburse for cabs" and he decided to give me half of the total cost of $164 as a courtesy. I was extremely upset with the entire experience. Enterprise was very quick in getting a tow truck for their vehicle and collecting the insurance deductible, but left their customers, who happened to be seven girls who were unfamiliar with the area, stranded in the middle of an interstate with no ride and then refused to fully reimburse for taxi service. I wanted to resolve the issue while in Florida however, I had to catch a flight back home.

Once arriving back in New York, I called Enterprise back in Daytona Beach and spoke to the manager Brian again. I told him I wanted to speak to his supervisor in regards to getting the rest of the money reimbursed. He went on to tell me that his manager named Tessanya (I'm not too sure of the spelling) wasn't in the office and that she would call me back sometime that day or the next. I then asked for the phone number of corporate, which he gave me, but then proceeded to say "I'm going to call my manager right now, give her an hour to call you back before you call corporate". An hour and a half passed without any call back so I called the number he had given me for corporate which was the number for Enterprise headquarters in Florida. I spoke to Carolyn who told me she was sorry that happened and that a manager would call me back that day.

Two days passed and I still didn't receive a call from the manager. I called back to the headquarters and spoke to Carolyn again who said, "they should've called you back", she went on to confirm my phone number and said she would get in contact with the manager right away. I didn't receive any calls for the rest of the day. The next day, I googled a number for Enterprise Corporate and spoke to a woman named Issaca who finally decided to refund $82. For a big corporation like Enterprise that is supposedly the largest rental car service in the world, $164 shouldn't have been an issue to reimburse. Having to go through all of that just to be reimbursed for taxi fares in unacceptable, especially when Enterprise should have been responsible for it in the first place. It has been ten days now since the incident occurred and I have yet to receive any follow up phone calls from any of the Enterprise managers in Florida.

I have been renting cars from Enterprise in New York for many years. This is the first time I have had a bad experience with the company. The customer service I received in Florida was appalling both from Daytona Beach Airport manager and even the Florida headquarters. I was given the run around for several days with no call backs whatsoever and no resolution to my problem. It seems that all they are concerned about are their vehicles and not their customers. They were great about sending a tow truck for their vehicle and collecting the insurance deductible, but left their customers stranded in a time of need and refused to reimburse the customer for taxi fares which they should have been responsible for.

Paying for taxi fares when being unable to provide the customer with another rental vehicle should be a responsibility of the company and not a courtesy especially when the accident was clearly a no fault case due to unfortunate circumstances. Or they should have rental cars readily available 24 hours for situations such as this one. My friends and I were extremely upset with the whole situation. We were amazed at how friendly and generous Floridians were during our trip, however, our experience with Enterprise in Florida was shockingly atrocious and ruined our trip.

I will never be renting from Enterprise again but I am hoping that a resolution will be made so that future customers will not have to go through what I did in situations like this and that management will be reeducated on how to provide appropriate customer service. I also hope that I will have no further issues with the insurance claim for the rental vehicle since the other insurance company has accepted liability and that I will be reimbursed my insurance deductible of $500 as soon as possible. Please think twice before renting from Enterprise in Florida. They do not care for the safety of their customers and provide horrible service.

When I showed up at the McCarty Lane Enterprise office in Lafayette, IN, to drop off the van, I was told I could not have a ride back to my location because it was in West Lafayette, across the river, a distance of six miles. I was told that if I wanted to go to a West Lafayette address, I should have rented from the West Lafayette office, which is located at the airport and closes at noon on Saturday, so that was not an option for me. I was told I would have to get my own ride back. I was told there was a city bus I could take. I was told they would call an Uber for me. I was told they were too busy to drive me back. It was only when I asked for a manager and waited over 30 minutes that I got a ride. The driver was pleasant. But everyone else was rude. If they had said to me, "We're really busy, can you wait a while?" I would have been okay with that.

If you advertise and promote your company as being different from all others because you will pick me up and drop me off, then you had better do that. Because if you don't, then you are just the same as all the other car rental companies, which is why I have chosen not to rent from them. You are either different or you are not. People at the McCarty Lane office should be ashamed of themselves. This is not how Enterprise presents itself. I recommend that people think twice about doing any business with this location.

I was told my car repairs would take around 2 weeks. They didn't and I was leaving the country for 3 weeks. I didn't notify Enterprise of this because I wasn't aware I had to pay for anything once my car was back. 43 days it took the collision place to repair my car. My mom had to return my rental for me only when she could get my other car back. So I receive a call the day after my car is returned, but it went to voicemail, which I didn't check until I returned home. I was told I had to pay $813.54 for the rental insurance. Over $800 for RENTAL INSURANCE!!! That's the cheaper option? ** that! And I can't dispute it because "I signed for it" (unknowingly). Lesson learned, NEVER GET ENTERPRISE INSURANCE! I may have messed up, but you shouldn't have to.

Based on other reviews, this is not her first customer complaint so unfortunately she is consistent. When I asked to speak to the manager she said "sure go ahead, but he is fine with how I treated you." I spoke to Howard (the manager) who was very polite and said he would speak with her but left me with the impression there was little he could do. I later contacted Enterprise on Hudson Drive, and they said if I had ANY car issues, bring it to them and they will make it right. That is customer service. The issue will be escalated to the divisional level, but Ricky seems quite confident she is untouchable. Do not use this Enterprise branch... their cars are dirty and they won't pick you up anyway. Go to Hudson drive if you have to use Enterprise.

I asked him how he had time to deal with the other renter and go through the car to make sure there was no damage, within 15 minutes of the other renter dropping it off and me picking it up? He said "well, that bump was not there before." I told him he is wrongfully accusing me so the next day, he calls and says he needs to pull the deductible of $300 to pay for the damage as the car is already in their body shop to be fixed. Literally, this was a small bump on the surface of the body that did not crease, damage the paint or even dent fully. It was a minor surface bump and they are saying they want $300???

I asked him, "how can you charge a deductible without letting me see a bill or having my insurance company look at it so they can give an estimate as well?" He had no answer. The location of this bump was on the back trunk area, right next to the tail light. You would have to try really hard, or KNOW EXACTLY WHERE TO LOOK, to be able to see this bump, which is why I was surprised that he even noticed it and why I did not in the 3 weeks I had it.

When I picked it up, I was dumb enough not to pay attention while we were doing the walk-around. I was distracted trying to get the phone number of my body shop while he was measuring small bumps in the body of the car and I trusted his opinion. He or I could have easily missed damage because of the distraction. Needless to say, I bit the bullet and called their insurance company to deal with this and get a formal estimate for the damage from Enterprise. I called twice and emailed 3 times with my claim number. I was hung up on once, even though the rep from their insurance company verified my phone number before the line "went dead." She could have called me back but chose not to. I have also emailed 3 times, with my claim number and received a confirmation that they received my email and to date (8/10/2016) I have yet to hear from them.

Basically, what happened in my opinion is that the guy that had this car before me damaged it, he returned it to Enterprise in Arlington, MA on Dudley st, 15 minutes before the other customer (myself) came to pick it up. Enterprise did not have time to go through it thoroughly and may have missed it (because it is hard to see) or it was too late because the guy had already been cleared and drove away so they decided to pin it on me and say I damaged the car. I will never rent from them again and I will certainly be leaving this same review on every social media site I can. It is not fair that they accused me of damaging their car when I have never been in an at-fault accident because someone did not do their job correctly the last time.

The kicker in this whole thing is that before any estimate or supporting documents were shown to me (I still have not seen an estimate from these people), but they were quick to charge me. How do you charge someone without a bill for them to see what you are about to steal from them? Shame on you Enterprise!! My husband is a 40 year auto mechanic and works on at least 10 Enterprise vehicles each week! From his experience, he warned me to stay away from Enterprise and rent elsewhere. He has told me this has happened many times with others before and they have a tendency to accuse others of the same thing. I hope karma bites them right in the I recently got into a car accident where I needed to rent a car to get around, to work. I drove the car for about 2.5 weeks and put no more than 25 miles on the car. I returned the car after my car was all set from the shop, only so the rep at Enterprise can point out a surface bump on the body. I swore up and down that I had no idea how that happened! The rep then told me that since this bump was not documented by one of their reps when the other renter brought it back, I will be liable for the damage. I yelped because I told him that Enterprise did not have enough time to go through the car and look for damage when the other renter brought it back so that I could use it. The other renter brought the car back at 5 PM, the same day I was supposed to pick it up, and I took "delivery" at 5:15!

I asked him how he had time to deal with the other renter and go through the car to make sure there was no damage, within 15 minutes of the other renter dropping it off and me picking it up? He said "well, that bump was not there before." I told him he is wrongfully accusing me so the next day, he calls and says he needs to pull the deductible of $300 to pay for the damage as the car is already in their body shop to be fixed. Literally, this was a small bump on the surface of the body that did not crease, damage the paint or even dent fully. It was a minor surface bump and they are saying they want $300???

I asked him, "how can you charge a deductible without letting me see a bill or having my insurance company look at it so they can give an estimate as well?" He had no answer. The location of this bump was on the back trunk area, right next to the tail light. You would have to try really hard, or KNOW EXACTLY WHERE TO LOOK, to be able to see this bump, which is why I was surprised that he even noticed it and why I did not in the 3 weeks I had it.

When I picked it up, I was dumb enough not to pay attention while we were doing the walk-around. I was distracted trying to get the phone number of my body shop while he was measuring small bumps in the body of the car and I trusted his opinion. He or I could have easily missed damage because of the distraction. Needless to say, I bit the bullet and called their insurance company to deal with this and get a formal estimate for the damage from Enterprise. I called twice and emailed 3 times with my claim number. I was hung up on once, even though the rep from their insurance company verified my phone number before the line "went dead." She could have called me back but chose not to. I have also emailed 3 times, with my claim number and received a confirmation that they received my email and to date (8/10/2016) I have yet to hear from them.

Basically, what happened in my opinion is that the guy that had this car before me damaged it, he returned it to Enterprise in Arlington, MA on Dudley st, 15 minutes before the other customer (myself) came to pick it up. Enterprise did not have time to go through it thoroughly and may have missed it (because it is hard to see) or it was too late because the guy had already been cleared and drove away so they decided to pin it on me and say I damaged the car. I will never rent from them again and I will certainly be leaving this same review on every social media site I can. It is not fair that they accused me of damaging their car when I have never been in an at-fault accident because someone did not do their job correctly the last time.

The kicker in this whole thing is that before any estimate or supporting documents were shown to me (I still have not seen an estimate from these people), but they were quick to charge me. How do you charge someone without a bill for them to see what you are about to steal from them? Shame on you Enterprise!! My husband is a 40 year auto mechanic and works on at least 10 Enterprise vehicles each week! From his experience, he warned me to stay away from Enterprise and rent elsewhere. He has told me this has happened many times with others before and they have a tendency to accuse others of the same thing. I hope karma bites them right in the A*S!

Approx. every week or so they would call me in to make a payment. I would go that day or the following day. Then one day my 25 year old daughter called me and said Carry called and said she was going to report the car stolen if I didn't make a payment. I called, asked Carry why. She said she didn't say that. So I ask "why did you call my daughter and not me?" She said that was the number she had for me. Well not true because they called me at home to come in and make payments. I would go that day or the next. Again Carry calls, leaves a voice mail on my daughter's phone again. This time my 29 year daughter too. I go in make my payment and the lady that helped ask me "why are you paying for insurance?" Discover covers my rental. I said "I don't have your coverage." She showed me I have paid over 500.00 bucks and my rental agreements show I declined so she said "let me get Carry."

She handed her A print out of my fees. She looked at it and sat it on the counter, walked out. I waited at least 10 minutes. I walked over and picked up the paper she sat down and it was my payment History, my name, address, my credit card info. I took it and left. I called Carry the next day. I was put on hold then when they picked up they asked who I was and put me back on hold. After 16 minutes I was told she wasn't there. I went in a few days later to renew the contract. I had the car over 30 days at this point and it was very uncomfortable. Everyone was disrespectful. When I got to the front of the line I was left standing there until a young ** associate said sorry and helped me. I have no clue at this time what is wrong. I have rented there forever. Never had problems ever with anyone.

When I left a ** man tells me "wipe her make up off her head and it would say ** power." I thought he was talking about himself because I'm **. Anyhow Carry cont. to call my daughters, same message. I go pay, go home till one day my older daughter got a little upset at a conversation she had with Carry. I call Carry, told her I have appt. with social Security and if I get out on time I was going evening hours if not the following day which I did. I went, had the car filled with gas and then detailed then straight to Civic Dr. Enterprise Victorville CA. I park next to the door. A guy that works there was going to watch the kids and move it into another parking. Something to do with another car coming in for service. Anyhow that's not it. He brought my kids out of the car and locked it. Another guy said I missed an appt. with Carry the day prior so they were taking the car. I was lost. Where is Carry? She isn't there really.

I have only one appt. that's when I reserve a car. Other than that they call I go pay so I was left to walk home with my 3 special needs adopted kids and they kept me there forever. I have no clue what they were doing. If you look at the receipt they took payment, call me back, ask me for more then call me back and ask me for a dollar. Anyhow Carry got mad and took the car because I ask her to fix the insurance thing. She slapped it on the counter and left, never fixed it and till this day Enterprise has not reached out to me. My rental agreement clearly shows I declined coverage and she refuse to fix it. It was A mistake. It was nobody's fault. I blamed nobody. I just wanted it fixed so they tricked me by keeping me in the office paying three different amounts. Why they got my kids out the car and took the keys.

She said I need to check the miles. When I got the car it had no gas. In fact light was blinking. A fresh detailed car while I have video proof of what it looked like and I had the back seat completely detailed. Not cool. Sure made me think about what that ** man said a few weeks prior after this leaving me stranded, tricking me in the store and taking a fresh car full tank of gas. Well my 3 adopted kids are **. I'm hurt because till this day I have no clue what I did. The more I thought about it I got very close to one of the employees there. My daughter had gone missing in June. She was held against her will. I drive a Subaru Impreza WRX. It sticks out in the ghetto where I live. I also drive and own 2004 mustang conv. gt 40th anniv. that also sticks out. My Subaru has been vandalized on a couple occasions by a group of kids my daughter had problems with. This is why I rented a car.

If you look at my rental history I only rent suv's. I knew if I rented this cheap car nobody would expect me to drive this. So anyhow I wanted to search and find my 17 year old daughter. She was found safe at home. I went in to tell the girl at Enterprise my daughter was found. She is beat pretty bad but alive safe with me. We walked outside and talked a bit. I told them I was turning the car in soon as the hospital said she was ready to come home and I was going to go see her that Wed. So I didn't get to go see her because the car was taken.

I want to stress the receipt the day they took the car it was 311.00 then they wanted 4 dollars then a dollar and change. I want the insurance money they took off my card and I used my Discover to rent the car but one day paid with my debit card over the phone. All the debits they did I didn't authorize because they were suppose to credit my card 500.00 and some change to my card from the insurance fees they were taking or use it as 500 pre paid for the rental.

When I asked if the local store had an "emergency" number to call on Saturday or Sunday she said, "No sir, we have to go home sometimes too!" I told her she should take that commercial off TV that because they will only pick you up when they are open. The next morning I arranged a trip to the airport where I rented a car, certainly not at Enterprise, at National where they were kind and helpful. Never again will I rent from Enterprise.

This Location has an Awesome Crew of Wonderful Staff, who I have always found and sat and watched execute some of the Highest Levels of Great Customer Service Skills... Trust in My field of work and dealing with the Public this is not the easiest job to render. I refer this location to All My family and friends, co-workers, Reader, and Haters. Other Rental companies offering better rates. I don't think they could give this type of Customer Service, so I continue my Business with John Young Orlando Enterprise Rental Car. The #1 Location.

I did not reserve the car, the insurance companies did. So after I was able to find a car I could purchase, I requested, and gave my email to the Jarrett Ford office. I have still not received a bill to submit for reimbursement to the insurance company. I would like this matter resolved. Thank you. I have been a pretty good customer for your rental car agency but this lack of follow up, and the lack of deals you send me that are of no use in the cities I'm traveling to, I might have to rethink my loyalty.

Last month, I received a call from First Financial Asset Management in North Carolina (where I lived THREE months ago) demanding payment of $195. I told them it was resolved. I just received another call from the same company. Enterprise has even contacted credit bureaus and harmed my almost perfect credit score. Fraud, violations of Deceptive Trade Practices Law, and violations of Fair Credit Reporting Law and Debt Collection Laws. DO NOT EVER RENT FROM ENTERPRISE!!!

Good luck trying to get in touch with this company. They have been exceptionally talented at avoiding phone calls and not returning emails. When I finally talked to a person, he told me that the questions that I was asking were not relevant - like who transferred the car and who identified the damages and who did the initial inspection? He also has yet to Email me the documents that I asked to see. He gave me the most helpful advice of contacting my insurance company... No, I will be contacting my attorney instead. If you are ever thinking of using Enterprise, I would emphatically urge you to reconsider. If you go ahead with them, then keep copies of all paperwork and record all inspections. Help me challenge this prime representative of corporate greed.

Due to failures on their end (failure to retrieve the car on the date it was returned as instructed, failure to track their inventory for 30 days, and failure to follow-up with me in a timely manner), I am being charged for having the rental car for the entire month after it was already returned according to their procedure. Additionally, I am told that damage occurred to the car after I dropped it off and I am being charged for this damage too. I followed the procedures provided to me by their representative(s) and it is completely absurd that I would be faulted and charged for the failures in their policies and procedures, despite following exactly what I was told by their representative.

After returning the car, (cleaner and with more gas than I received) and waiting two days, I called to see when my $50.00 would be refunded, since no damages occurred. I was then informed that I had signed for the $16.75 per day additional insurance, and that I actually still owed Enterprise additional money. I stated that I was not aware that I had opted for the insurance. It was NOT mentioned during the delivery. It was confirmed that Liberty Mutual would be paying for the car expenses. I am a widower on VERY limited Social security income, and the accident was totally not my fault.

Now I have a credit card bill that I have to figure out how to get paid, for a rental that sat in the garage 95% of the time while my car was being repaired. I wrote to the regional Enterprise rep. but received no reply at all. I feel that the local Enterprise rep. saw that I was a senior and a female and took advantage of the situation and added on the additional insurance, intentionally. It was never mentioned. The car repair establishment was great but Enterprise definitely took advantage of a senior citizen. I and my family have used Enterprise in the past for our own rentals, but NEVER AGAIN, even if the rate is cheaper. I strongly do NOT recommend anyone to use Enterprise, but if you do have to use Enterprise Car Rental, triple check your paperwork before signing.

I have been renting from the Corvallis branch for 14 years and seldom have any problems and their customer service is top notch. I think that both the Lloyd Center branch as well as the one at the Portland International Airport need new management, because the service at both of them is some of the worst I have ever experience with a car rental company in the US.

I tried contacting Enterprise in Paris through the provided email address many times. They never even acknowledged my emails. I contacted the company's North American group several times with not even an acknowledgement. I finally was able to reach a supervisor who took my complaint and said the company would follow up with me. Never heard anything back.

So... be VERY CAREFUL. By their refusal to even answer any emails or return calls, I am extremely suspicious of their activities and would not surprise me if this is systematic. My advice is to cancel any rental you have with these people. If you have an upcoming rental and can't get out of it, make SURE to videotape the entire checkout and checking. It is the only thing that will save you in case you experience the same thing I did. The entire experience has me completely distrusting car rental companies, and I am considering taking this further up the chain for an investigation into their practices. Stay away from Enterprise at Charles de Gaulle.

The full sized car I rented this time had 37,000 miles on it. There was a lot of minor damage to it. Because the same thing happened to me twice, I would classify it as a scam. It is intentional. Further, I booked my reservation through Kayak. It said it was an "on-airport" rental. I specifically check this because I have been burned a couple times. When I got to Enterprise, they showed me the reservation was for downtown DC. So they upcharged me from $260 to $410 for the same car. I will not use Dulles Enterprise again.

They offered two cars. I chose the one that obviously was not cleaned (loosely using this term) and it was wet when I got in and so I did not check the interior right away except for the driver's mat, covered in grass, which I shook out. After I came to the first stop where I could glance in the back seat, I was nearly gagging at the site of food refuse bags, food stains, and so much grass and dirt. I was compelled to nearly throw up. I drove back to my office 30 miles from the Enterprise locale and immediately called them to report the dirty vehicle. Long story short, it's 24 hours later & someone has finally (after over 12 phone calls) picked up the car at my office and is cleaning it, then returning it. Needless to say, this is the LAST time I ever rent from this car rental company ever again... I MEAN EVER!

Then, when they got me to the rental, the worker was rushing everything. Mind you - this is my first time renting a vehicle, so I wasn't so sure of how everything goes. They got in the driver seat, turned on the car, they ran through the basics on the controls of the interior - under a minute. Then they said when the tank is at 1/4, bring it back to the shop. I'm like, "What?" SO confusing. I asked what they meant, and they just repeated what they just said. -.- I asked them how long can I have the rental for, and they said "As long as I need it", and I'm like, "But you just said to bring my rental back at 1/4 tank..." I was so frustrated because the worker was being so vague and it seemed like they wanted to find shortcuts so they can charge me for me making a little mistake.

Then, the worker said "Now, let's take a look at the car." We took a look at the car for less than 30 seconds, and they hand me a paper to sign. I signed where I had to, and was ready to leave. When I got to my destination, I noticed there were some scratches on my car (wheels and front bumper). I felt so stupid because I did not keep in mind that there were gonna be damages before driving off (this was my first ever rental). I look back and realized that the worker was also being so vague and just wanted me done, so I felt angst towards them as well.

I look at the copy of the paper that I was handed and on the paper it said that there were "no damages". I did NOT check the box that there were no damages. This worker did NOT even say that we were inspecting the car for damages, they just said "Now, let's take a look at the car." I thought we were just checking it out. Who says Lets check the car out, and would actually mean inspect the car? - NO ONE says that.

I realized then, that this worker was mean and pushy - even though their attitude didn't show it. My overall thoughts on this company is they are liars and will do anything to charge for anything. Also, they didn't even give me a selection of what car I wanted. This was my first time. I now know what to do when I ever get a rental again, but this experience has gotten me very stressed and annoyed because I already have my car accident that I have to deal with - which came with other problems. I do NOT recommend Enterprise. If you ever have to choose this company I would suggest you to be 3 steps ahead of them because they will try to take the most of your money. Make sure that you report ALL of the damages on the vehicle and ask ALL of the questions you need to know before you leave that parking lot.

Seriously? If we would have know the vehicle needed to be sparkling clean we could have taken it for detailing ourselves for much less. When I told him we only rented the car for two days, he said, "Oh sorry let me update". Well, I am sorry for the smoking in the car, we were dealing with a lot of stress burying a young member of our family. We cleaned the car thoroughly. It was not new when we got it, the expectation was to return it new looking. To me we got ripped off and they made some quick money but they have lost a repeat customer. That is no way to treat a long standing customer. I have the receipt on my drive and I can email if you send me your email.

When we Got to the office, I know they got the picture that I wasn't feeling well and that I'm mobility impaired, so I was approached by a ** guy behind the counter and I said I had a reservation. They looked for it in their system and indeed I had a reservation like last time because I'm a plus member. When was time to pay I asked if we can use my girlfriend/care provider's credit card and for me to be assigned the driver because my care provider doesn't have a driver's license and reason why I dont have a credit card is because my care provider is the one takes care of our finances because I can't manage my financial situation because of my conditions. He said "NO. That's against company policy", but we did that last time with my mom, so the manager said "oh that doesnt happen here on my watch" and I remember him being there last time so I told him that.

He started getting a little loud saying "no I dont think so." "So you do go against policy because you did last time, so which one is the difference. What's the deal, what's the procedure then. Look I need to rent a car to go to my uncle's burial. Please can you do the same when my mom was here." He goes "no we can do that on special occasions but not today." I was like "are you serious. You make me walk all the way here for this now thinking I'm getting a car which I did before. Now just because probably you dont like me I have to go back like this?". He said, "I dont know what to tell you. Go get a friend that gots a credit card with a license."

I was like "does it look like I can be going around looking for that? Look at me. I can barely stay still." So they started laughing on my face. He goes "look I can refuse service to anyone I want." I was speechless. "So that's it." "Yup" he said, and started laughing with the ** guy pointing at the door. I asked to talk to a manager. He yelled at me "I'm the manager." "And what's your name?" He then grabbed a business card and throw it at me. So his name is: BRENT **, and he's not the manager. He is the assistant manager. I asked him why he was laughing. I got no reply, so I said "this is discrimination, and unfair." He kept laughing even more waving me away.

At this point I asked the manager again about the damage. I was told there was nothing I needed to do but provide them a copy with the insurance that I had obtained when I rented it. I emailed a copy of the insurance (in which I had already provided at time of rental). I ended up extending the car rental another couple of weeks after speaking with them each time. When I returned the car almost a week after my last extension they inspected the vehicle stated that there was hail damage and a claim needed to be made and they would take care of it.

After a week, I then began receiving invoices for $3,000 for the damages. Insurance claim was made but denied due to Enterprise reporting the wrong date for the hail damage on the vehicle, not the date that I reported it. I was told that I was supposed to have brought the car in at that time for them to look at it. Again no one ever instructed me when I called to report the damage or the procedures that needed to take place. Because Enterprise had reported the wrong date to the insurance company my claim was denied. Now I am having to prove the date of the hail damage to have my claim re-evaluated. Enterprise takes no responsibility for their staff not reporting the correct date in which I reported the damage and that they failed to give me instructions on what I needed to do. I have not rented a car in 30 years so I was unaware of any of the procedures because I've never experienced having any damage to any rental cars.

The manager of the Enterprise did not even instruct me on what I needed to do when I spoke with him. All I was told was that they would take care of it. Again I am having to go through hoops to try to prove that the date that I reported the damage was covered by insurance on the car. Now, they are being nasty about the payment. I could have had my own estimates of the hail damage done if I had been instructed. But, they did not give me an opportunity to have the car looked at or anything they just kept telling me that they would take care of it. If this is the way their customer service and their claim specialist do people this is very wrong. I am trying to find others that have had similar experiences with this Enterprise and if they had to get an attorney to help them get their claims settled.

2 days later my husband rear ends a car. He calls enterprise, they tow the rental to the lot. Give him a new car and take back his original rental slip. He drives off with a new car signed the new paper and they said everything was covered. A few days later he returns the car gets charged over $350.00 for 5 days with insurance coverage.

Enterprise later contacts my husband for his insurance information regarding the accident. They won't pay and claim that I rented the car and his license is on the rental but they now claim he wasn't allowed to drive. My insurance says that I was not allowed to drive because there is no driver's license for me on the paperwork. Needless to say they are ruining my credit and they disposed of the original rental that had his name and they placed my name on the rental, have a signature on the bottom that is not correct but yet they gave him two cars!

I told him he was wasting his time because there was no damage but when they brought the car around after washing it, the agent walked around it, went to the passenger side, got down on his knee to look down the profile of the passenger side and then pointed out to me that there was a dent at the bottom of the passenger side door. I flipped out! My immediate response to him was that I had nothing to do with it and that someone knew it was there and told him to catch it when I brought it back, because he specifically told me to wait while he washed it so he could "look for damage" and then went right to it. I told him I thought they were setting me up to try to make me responsible. I told him it was quite odd that they made me wait while they washed the car and then coincidentally went right to this dent.

I also explained to the agent that this was a different car than the one I originally picked up from Enterprise earlier that week. The one I originally picked up, I drove for about an hour and the car started shaking and making noises. I pulled over and called the Enterprise location where I rented the car. I was told that I would need to find an Enterprise location closest to where I was pulled over and see if they had cars available. I found a car at a different Enterprise location and about 2 hours later, the other location gave me a car that had just been returned.

They asked me to wait while they did a quick servicing of the car and they would get me on my way. We started to do a quick walk around. I pointed out some scratches to the agent, and she said "don't worry about little stuff, we expect there to be some things on here and normal wear and tear." I did not finish a walk around, but got in the car. The agent apologized for the wait, gave me the keys and said "let's get you on your way." I didn't even look at the passenger side.

I believe the dent was already in the car and Enterprise is trying to put the responsibility on me. The agent told me when I turned in the car that I don't know what could've happened in a parking lot. In looking at this dent, it would be nearly impossible to make this dent without denting the area around it. I told the agent that it looked like someone opened the passenger door into something and I had not touched that door. The agent rudely told me it didn't matter what I thought because he was filing a report against my company's insurance, and someone would be in contact with me and my company.

This is the absolute worst case of customer service I have ever encountered! In the last 2 months, I have rented a car from this location 5 times! The agent at this location was NOT WILLING to help me find a replacement vehicle when I was having problems with the one I rented. He gave me phone numbers to other locations that I could call on my own and find one, but wasn't willing to look in the computer and see if he could find one for me. Better, I guess to just leave me stranded. But then when I returned the vehicle, I believe I was completely set up to be responsible for a dent that someone did not get the paperwork turned in for against someone else. It was just too coincidental that they would have to take the time to wash my car and look for damage 10 minutes before they close and then find a dent.

I would recommend to everyone I know to NEVER USE ENTERPRISE CAR RENTAL. They gave me TERRIBLE customer service and they certainly were not willing to help me when I needed it, let alone offer to pick me up. I definitely will be asking our travel department to start booking rental cars for the 70-plus members of our team who travel through a different company that is more trustworthy.

I was unaware of the policy requirements where you have to provide two forms of identification ex. Electric bill/Mortgage statement etc. to proceed with the process. I showed the manager several forms of identification which was not good enough. I finally just ran across the street to get a good reception on my cell phone, pleading with the manager to give me at the most 5 minutes to pull up the documentation. Needless to say it only took me 2 minutes, where I then ran back to the front door only for them to slam the door in my face and say that they were "sorry" and that they were closed.

The employees were not only very rude but very uncompassionate. Needless to say, I live 2 blocks away from the establishment and I will not only never return but I am also letting every single one of my colleagues know to never ever rent from Enterprise. I am also going to request that we have this company removed from our third-party vendor.

Everything was smooth sailing all the way to the beach, and the whole time we were there. However, the evening before departing our destination, I was headed to dinner and sunset dolphin watching with friends. When I approached the rental car, there was a flat tire on the front passenger side. I managed to get a neighbor to change the tire for the spare, which forced me to miss my date with friends. The very next morning was supposed to be our departure day. I made my way to Firestone, who my local Enterprise told me to go get the tire checked out. Unfortunately, upon arriving at Firestone, the technician used his tire tread measuring tool to check all of the tires on the car. The rear tires were good. However, BOTH front tires were (in the technicians term) "DEFECTIVE" and BOTH front tires would need to be replaced.

I know that everything turned out safely in the end, but thinking about traveling all of those hours, going in excess of 70 MPH the interstate and 3 mile bridges over the ocean on bald, "defective" tires with my youngest son just makes me very sick to my stomach! What auto shop do you use where a moron put new tires on the BACK of a car?? I may only be a female, but am I wrong in saying that even I know you don't keep bald, old tires on the front of any car!!! It is a DISGRACE!!! I had to be delayed sitting at Firestone, when I should've been on the road, SAFELY. We should've arrived back home at 3:00 PM, not 7:30 PM. I am just grateful that the tire was flat in the driveway and not on the interstate! Lucky for Enterprise!

I have tried contacting Enterprise several times via email to try to get some type of compensation for my troubles. Either some money back from when I paid them, or perhaps a free weekend or something like that. Unfortunately, they don't feel the need to contact me, or even care about what happened. So here I am making a bad review on these morons who don't know how to put tires on the car. Enterprise, I hope you are reading this. I will never rent from your company again. And now reading all of these other horrible reviews that I've read on this site, I don't know why I even considered getting another weekend from you. You have the worst reviews I've ever seen! Good luck and good riddance!

At 4pm I went back to the desk as instructed, to be told that there was no car available at all. No apology and when I asked what on earth I was supposed to do, I was "invited" to try and find a car with one of their competitors. No offer of help, nothing. When I asked what they would do about it, he replied, "Nothing. We have no cars, not our problem." So there we were 7 people trying to find a car big enough at Nice Airport on the weekend of Euro 2016 - which proved impossible. While we were at the desks, at least three other families were turned away too, all of whom had booked larger vehicles. I would not have minded so much if they had told me when I was at the desk earlier, so I had more time to find a car, or even if they had said sorry, and offered us alternatives, or help. But just a smug smile and basically NOTHING.

Where I consider myself lucky is we had booked for payment on arrival (at a higher daily rate). So they did not have our money. The family next to us, with the same issue, had prepaid. They faced having to find another car, and paying for it, before any refund from Enterprise would go back to their cards. That is disgusting. It left them struggling to pay. At least we did not have that problem. We ended up having to take a smaller, yet more expensive car from another rental, the ONLY car we could find after 4 hours of searching (Thank you Europe Car. Your staff were amazing) and pay out hundreds of Euros for taxis for the additional people. We reached our holiday villa, several hours late, unable to buy supplies as all the shops were closed, and our first dinner in France, sadly ended up being McDonald's. Not the best start to a holiday!

So with a booking confirmed, for over 1,800 euros of car rental, no car, no service, rude staff and now, four weeks later, still actually trying to get a response from Enterprise. All I get is messages saying my complaint has been passed to someone else and they will respond. I don't hold out much hope of getting a response. Disgusting service and an expensive mistake. Will not use them again. Please take care if you do.

I state that he doesn't have a credit card. She then proceeds to tell me that in order for us to get the rental, my boyfriend must be the sole driver. I advised her that I added myself as a driver on the reservation, but she stated that since he's the primary, he must have a credit card or debit card in his name. Well, he has a debit card. So, I told her I'll just transfer the amount of money from my bank account to his account and then we're set. Then, she says there is a $250 hold in addition to the amount of the rental. So, now we're up to $350.46 for A ONE DAY RENTAL!!!

I was livid and so was my boyfriend. We ended up canceling the whole thing and storming out of the office. I ended up making some alternative arrangements as I was lucky to find another ride for him. The policy is stupid and NOWHERE on the website was this ever stated. Enterprise is sneaky and I will NEVER use their service or recommend them to anyone.

Later that day I dug around the Enterprise site to get more information regarding the pickup policy. I had to go to the bottom of the home page, dig around to find the Support page, and then go to Most Popular Answers. Within this area there was a question "Will Enterprise Pick Me Up". This is the response to that question...

"Yes, our free pick-up service is available at non-airport locations and during normal business hours. To schedule your pick up time or make additional pick arrangements, please call your local rental office directly. Once picked up and back at the office, a friendly rental representative will complete your paper work and have you on the road in no time. Please note: Our rental offices are happy to pick you up, but they do not deliver vehicles. If renting from an airport location, our offices are either in the terminal or a short shuttle ride away. Due to security regulations, our non-airport rental locations cannot pick you up or drop you off at an airport."

So, if you ask me, that means they should pick you up. NO that is NOT True. You must search further down the Answers Page to find the following "Can you guarantee the pick-up?" Within this section they state their caveats "Pick-ups are done by the first non-airport location within 10 miles of your location", my son is 8 miles from the location. However, their second caveat stated "not all branches within 10 miles are able to do a pick-up". If they have caveats, they should be stated up front, or clearly available for viewing, not hidden within the Support section, at the very bottom of the screen, intermingled within Promotions, Sponsorship, Businesses, etc. I will never use Enterprise; they are misleading. So disappointing.

In spite of our repeated requests and justifications the manager in charge there Mr. ** denied us the car and was of the opinion that it is Enterprise Rent a car policy. We returned to the hotel and checked Enterprise website and all that it says is that you need an international driver's permit if the license is not in English. But ours were in English and we called the person to let him know what we found on the site and he was adamant and was not willing to go back from his previous stand. This is a horrible customer experience for me who was a loyal Enterprise customer and used to suggest Enterprise to my friends and colleagues.

I drove down to the Collision Center and they called the Union City Enterprise store to come and pick me up. I waited over an hour at the Union City store and was finally called to the service desk. I was told that the deposit would be $75. I explained what I had been told by the Enterprise representative over phone. The assistant manager, named Precious **, refused to change the deposit to $50 and told me that is what the College Park store charges. I asked her what did that mean. She told me that Esurance had made reservations with the College Park store. I asked Ms. ** if someone could take me to the College Park store and she refused. I was stranded at the Union City Enterprise store because my vehicle had been left at the Collision Center and the Collision Center was closed.

I called Enterprise customer service and spoke with a representative by the name of Greg **. Mr. ** asked me to ask Ms. ** if she could transfer the reservation and Ms. ** said, "No." Mr. ** also asked Ms. Precious ** if she could have someone transport me to the College Park store and again, she refused. She was tactless and showed no compassion or professionalism. I asked Mr. ** if he could contact the College Park store and have someone come pick me up because I was stranded. A customer, who witnessed the entire incident offered to give me a ride to the College Park store and I accepted.

When Mr. ** returned to the phone, he informed me that the College Park store would be willing to send someone for me and apologized for Ms. **'s behavior. I would like to know is this acceptable behavior? What should have been done? Who dropped the ball? Who should I complain to? What is the policy and procedure concerning a mix-up in reservations?

Then I said, "you can at least share your options and talk to me and allow me to choose from instead of forcing me to get the car you want to give me from that category that I selected online." And he said "oh I have another car." And I didn't like that Nissan because I do not like Nissan cars. Then I choose other car that I like and I pay more.

But that is not the point. The point is if Enterprise are getting reservations from online websites, then they should ask the customer that the category of cars you selected, "we have this, this option available. Which one you like to choose?" And also suggests that what are other better options available so the customer didn't get the feeling that he was pushed to take the car that the representative wants to give. I do not like this service.

The first time this happened I was offered a Dodge RAM pickup truck instead of the Intermediate Vehicle that had been reserved, and even though I was driving all the way to Wisconsin (from Southern Ohio) and a large pickup truck would absolutely destroy my gasoline budget as well as the fact that my insurance for rental vehicles did not cover the rental of trucks, I obliged to taking the truck because I was on a huge time crunch and needed to get myself and a colleague on the road. (Of course I was offered Insurance through Enterprise for the truck at a hefty premium).

Most recently, I reserved an Intermediate level vehicle again and on the day of the rental I scheduled a pickup time for the afternoon with Enterprise in the morning. When I arrived at the location, the clerk at the counter started asking me all of the usual questions and took my driver's license as per usual. He then said "Hey you're lucky because we only have one car left on the lot and you can take it." Which was funny because it actually happened to be the same exact car that I drive every day, a Chevy Cruze, same color and everything. It was at about that moment that the manager walked through and said, "Hey, do not rent out that Chevy Cruze in the front, it is for a customer who has called two times to make sure their reservation is good and they are on their way." The clerk looked at me and said "Well now all I can offer you is a Ford Fiesta or a Van."

Having gotten eaten alive by gasoline expenses the last time I rented from Enterprise and ended up with a large truck. I was not interested in taking the van and as I am a pretty tall guy, I also was not relishing the idea of driving a Ford Fiesta with my knees in my chest. I remained calm and friendly as I asked the clerk if there would possibly be a vehicle at another Enterprise location, of which there are a few within ten minutes of the location that I was renting from, that might have the level of vehicle I had reserved in stock at their location. The clerk said maybe and that "I could call and ask."

I was the only customer in the store at this point and had been through the whole ordeal... so I thought it was odd that I was told that I could be the one to call and ask around for other cars while multiple clerks stood at the desk because the location I was at didn't have any cars, despite me holding a standing reservation. (Mind you, through all of this I was my perfectly chipper, friendly, and happy self, so I don't believe I had given a reason for then to not to want to help me.. but it felt like everyone in the store was paralyzed... I think, now, because they all knew how it was going to turn out).

I called the closest alternative Enterprise location and spoke with a manager on the phone. The manager checked and told me that I could come rent a car from them but that it would cost me more money because their prices were different than the location that I was at. I expressed my frustration at that concept to her, making sure to let her know I wasn't frustrated with her personally and I asked her if there was anything else that could be done and she put me on hold. I stood out in front of the location I was at for around 5-10 minutes (listening to a loop of a hold track which fervently described how "customer service was their specialty at Enterprise" and that they would go out of the way to always put their customers first, to say thank you for being an Enterprise Customer... which started to be amusing after I heard the loop for around the tenth time).

The woman I was speaking to on the phone at the other location came back on the phone and told me that there was nothing else that they could do and asked if I wanted the car. I asked if it would still be a large extra fee, she said "yes", so I said "no thank you" and that ended the conversation. I went back into the store and then asked if all the Enterprise Locations were owned by Corporate or if they were local franchises and that's why it felt like they were two separate companies I was working with. The Assistant Brand Manager said that they were all owned by corporate but that it was complicated because if they gave me a vehicle then they might be short and in the same situation later in the day, which I understood, but lamented about that being a terrible corporate business model instituting branches which have no incentive and in fact are discouraged from assisting other branches for the preservation of overall brand and corporate image.

Yikes! It was at this point, around 25 minutes in that I lamented and decided that I would take the Ford Fiesta, despite the uncomfortable nature of the drive I would be enduring. The clerk walked me out to the Fiesta, which looked like it had seen better days and was maybe one of the oldest cars in the fleet. As we walked around to the back of the vehicle, I noticed that the tags on the vehicle were well past expired... The clerk said that they all thought the new tags were in the store but that they couldn't find them. I wasn't about to take a vehicle with expired tags and go through getting pulled over, so I declined taking the Fiesta. I went back into the store and asked the Assistant Manager if there was anything else that could be done. He told me that I could take the Chevy Cruze to which I responded that I had heard the manager say that car belonged to someone else and that they had called to check if it was there and were on their way.

He insisted that I could take it and I told him that there was no way that I was taking a car that I knew was supposed to go to someone else and had specifically been promised to them (thinking in my head "what kind of a dirtbag does this guy think I am?"). I said "I cannot take that car" and he said "well just so you know, you have that option." He said that the alternative was that I could just sit in the store and wait for someone to bring a car back, which he reminded me might not even happen. Since I was captive at Enterprise without a vehicle and I was already late for work... I decided to just sit and wait. After I had sat for a while, the assistant manager remembered that the branch manager had been going to a body shop and might be bringing a car back with her. He called to see what the vehicle was. It was a midsize sedan (Chrysler 200) so he said that I could have that when it got back.

Around this time, two other customers walked in to the location to pick up rentals on a reservation. I actually started to feel really bad for the clerks working at the front because I knew of the potential for the storm that was coming. As each customer came in, the clerks took all of their information like normal, asking questions and taking driver's licenses, never mentioning that there were no cars on the lot. One couple begrudgingly took a minivan because they actually didn't even remember what kind of car they reserved. A woman and her son came in and the clerk said "we have a Ford Fiesta all ready to go for you!" That clerk hadn't been in the office at the time that I checked out the Fiesta, but the other clerks and the Assistant Manager who were listening didn't say anything! They allowed the clerk to talk to the woman all about the Ford Fiesta before finally the clerk saw that there was a hold indicated on a page in the computer and said he would have to check on that.

The Assistant Manager then mumbled to the clerk about the plates being expired. It was about this time that thankfully someone walked in the store and dropped return keys on the desk. The clerk offered the woman and her son the mid-size car that had just been returned and told them it would only take about ten minutes to clean. She sat and we actually had a great conversation about her job and her kid and then her car was ready and she left... I continued sitting in a chair. After about ten minutes, a clerk brought out the paperwork to get started on the rental for the Chrysler 200. I signed everywhere that was requested and then the clerk began asking me about my insurance. I told them that damage was covered through my credit card provider and that I would like to decline the extra insurance.

The clerk then went on and on about all of the liability associated with not taking their insurance and that no matter what happens, even if somebody else hits the car or anything under the sun happens that I would be at fault for all of the damage and that I should really take the insurance. I asked him how much it was (Super expensive!) and I very genuinely jokingly told him "ha, not unless you want to throw it in for free!" He awkwardly said "no I can't do it for free" and then said "so are you completely sure you don't want the insurance?"

I have never been sold the damage waiver with such heavy and hard fear mongering sales tactics before! Especially after I had been waiting in the store for over an hour. Is this a new Enterprise policy? In the moment I kept a positive attitude about it, but in hindsight, there's no better customer service tactic than to take a customer who is politely and patiently waiting for a car that was reserved, late for work, and fear mongering them to no end. I continued waiting in the store for a little over another hour, a few more mid-size vehicles were returned during this time. Finally, after a little over two hours of waiting in store, the assistant manager took me outside to the Chrysler 200. I obliged, still being polite and respectful as I fully realized that this issue is probably bigger than the employees at this store.

We checked out the vehicle (he was pushing that along uncomfortably fast though and seemed annoyed that I wanted to check the trunk and interior for any damage really quickly) and I left the store with a Chrysler 200, for which I payed the full rental price, which has a sticky brake pedal and an extremely high frequency tone coming from the sound system in the car, which I can cover up by playing music. If I could give this experience zero stars I certainly would. I missed checking in at work, which I promised a vendor multiple times that I would do, missed an appointment, and was late meeting a relative whom I hadn't seen in twelves years for dinner. I am the type of person who generally just forces myself to stay positive and have good customer service experiences, but I left this store feeling like my soul had been emptied out a little bit. :( That is a terrible feeling.

Casey, the manager, was really nice, but I felt like I was lied to because when he called me to return the car, he insisted he told me that June was the last month I would receive the $583 monthly rate, which was a lie. I was never told that and they called me and notified me the day before I was due a payment to them. When I returned the vehicle I told him it wasn't true that he told me that before and asked him to tell me the truth. He nodded and agreed it wasn't true; however, he didn't have a choice because Honda had a huge recall on airbags and it depleted their inventory, so they had to get top dollar for the rentals they do have. He apologized, but now I'm stuck without a car for two months because Enterprise doesn't want to honor their agreement.

The reason for this review is because the same thing happened again last week. Enterprise charged my credit card for $21.98. I haven't rented a car in over a year now. This is again an unauthorized transaction by the same location (756 S Millvale Avenue, Pittsburgh, PA). Again, absolutely no notification by phone/email/letter by Enterprise for charging my card. I am really frustrated and have to again spend my time figuring this out.

Just because Enterprise has your credit card information, they shouldn't be charging it as they wish without notifying their customer. I will no longer be renting from them and my advice to anyone who rents from them is to check their credit card for several years. Or just use a card which you can close soon after paying for the rental. Extremely poor business practice by Enterprise.

Why in the world would I want added towing expense, extra insurance. That clerk was deceiving. I spoke with Manager which she handled very poor. I showed her the final $ amount the clerk had re-assured me I would be charged. All the Manager could say was "I'm sorry". Like it would have caused Enterprise to become broke by removing at least the towing fees. I had document signed by the clerk on final fee. Too bad that was not sufficient for that Manager.

I was suppose to leave for a road trip Sat. morning at 3 am. Now I will have to wait until sometime later that morning. I have rented from this location 3 or 4 times before. This is the most horrifying experience and hectic experience I have ever experienced from a place of business. I am call the corporate office. This is just unacceptable customer service.

My brother made arrangements to rent a full-size vehicle to pick up 6/23/16 (from DT Mpls.). When he went to get the car, they only had a small car available and he had to chase around to another location (Blaine) to get a bigger car and even then it was one of those SUV things which is hard for one of his passengers - our 90-year old mother - to get into. Grrr again. GO ELSEWHERE!

While my family and I were on vacation, my vehicle was parked when a drunk driver struck my vehicle. The morning after, I received a voicemail from Enterprise saying that the vehicle had been struck and Enterprise took the vehicle from my family. I did get insurance for the vehicle which I am covered from the beginning of the reservation. I did not get another vehicle so my family and I can get around, and most importantly I did not get any of the days reimbursed for days I did not have the vehicle in possession.

I paid for service in advance with the intent to use the vehicle. For the duration of the service, I did not get a replacement vehicle nor did I get any type of refund. After talking to the employees at Enterprise I was at a local location, I was completely disgusted by the quality of service and lack of empowerment to the employees and Managers on site. I am asking for some level of understanding as to why Enterprise refuses to reimburse my family for the service that was not fully met by Enterprise. I paid to get service and did not receive the entire amount paid for.

This type of behavior from professionals at Enterprise will continue to be the reason why Enterprise will lose revenue and push loyal customers such as myself away, and I will notify my network of professionals nationwide to stop using Enterprise for what has been transparent about the quality of their employees. I have attached pictures for verification purposes and I can only Thank God for not being inside my vehicle when this occurred.

I showed my photographs and was let off. However, they then spotted a strip of dirt, honestly dirt, and was about to file it as another scratch until I wiped it off with my finger. Crazy! I believe they were purposely trying to find scratches, whether there or not. Disgusting. Please stay away from this company. I know they are a large worldwide brand but they don't act like one. Zero out of five for every category, so poor.

The next day Enterprise sent a tow truck and it dropped me off at a Ford dealership to get the tire repaired. For whatever reason it was determined by the Ford dealership that the tire had to be replaced, and they didn't have the tire in stock. I don't know very much about tires, but I do know that the tow truck driver that took me to the Ford dealership inflated the tire and was able to drive it onto the tow truck, so how unrepairable could it have been. After waiting several hours, on which also happened to be my birthday, an Enterprise representative picked me up and took me to their location to receive another rental vehicle.

I then received a letter from Enterprise charging me for the flat tire, which I think is absolutely ridiculous, especially since the spare was missing. Either those are defective tires on that truck or the person who had it before me drove that truck where they shouldn't have and damaged the tires. I drove it a very small amount on paved well maintained roads before the tire went flat.

In addition, between that night when the flat occurred and the next day, I lost a lot of my time unnecessarily, which I was never compensated for. If the location had done their job and knew there was a missing spare, I would not have had to have waited at a gas station for two hours while waiting for a tow truck, because the spare was missing, nor would I have had to wait several hours at the Ford dealership to be picked up to get a new vehicle. If they inspected the vehicle at all and looked at the condition of the tires, perhaps this entire fiasco would have been avoided.

However, it didn't end there. I responded to the Enterprise Damage Recovery Unit that I didn't feel that I should be held liable for the fee associated with replacing the flat tire. They responded that they determined that I was. Not long after that I received an updated claim. The updated claim was not only was charging me for the flat tire, but also for the missing spare (that was already missing when I picked up the vehicle), an oil change, a fee of $70.37 for diminished value, and a admin fee of $50.00. That is absolutely obscene! I can't believe that Enterprise would have the nerve to try to charge me for those items! I wonder how many other people they have done this to and succeeded!

The agent who helped me the day before that verified that. MY HOUSE DID NOT MOVE. The people in that office they did not even bother to look at the pick up list. And if they did not have anyone to pick me they did not even bother to call. I called the 800 number and received the worst service ever. The worse of the worst of customer services of all companies and business I have ever seen.

He then apologize after his sarcasm and begin to give excuses about how busy they've been. I continued to be cordial and told him, "I understand." I do understand, but that's no excuse! Everyone that come to them aren't coming for a car to rent for vacation. My car was hit while parked at a school and the driver of the other car kept going. On top of that my family has suffered a big financial crisis and I had to pay the deductible for my car and an additional almost $100 (that I had to call someone and borrow) plus the car rental deductible. Had I have been notified like I was told I probably would have returned the car ahead of time and did without a ride for a few days. I didn't need fuel added to my fire! You know, it's not so much the additional money which I admit it hurt but the sarcasm toward me just for addressing what I was told was the fuel. I do want to add that the rest of the staff was friendly.

I called customer service and they were NO HELP. I asked about getting a car from a different location and they said they could check but the price could be cheaper or more expensive. I asked if they would match the price that was given to me by my other rental that I had booked and they said no I would have to pay the difference if there were any. REALLY? I'm in a bind because of your lack of being able to keep track of how many vehicles you have and not being able to provide me a car after you gave me confirmation that I could get a car THAT day!! HOW DO YOU STAY IN BUSINESS???

I spoke to the person and explained that when I made this reservation I was told a debit card was no problem and that a one way rental was no problem. I was told that it was THEIR ERROR and there was nothing they would do to fix it. I then called and spoke to a supervisor who said he saw it in the reservation notes exactly what I said but again "WE ARE WRONG". He said he would file a complaint with district supervisor but it would take 48 hours! WORST CUSTOMER SERVICE EVER!!! Unless you want to risk being stranded don't rent from them!!!

I attempted to talk to the complaint department. I received an email stating send us our money for $968.00. I stated that I would not be giving them any money for this scam. I explained that I sent up a complaint 3 months ago. The lady responded while on the phone with my insurance company that she was not aware and the customer service department doesn't talk to the other departments. WTF. What's the point of a Customer service department? The next week I received a phone call from the District Manager and he read a script to me. Can you say UNAUTHENTIC? He shared that script over and over. Horrible experience. Can you say Lawyer? Enterprise are scam artist and would not even accept my pictures as evidence. No more Enterprise for me and my family.

A few days later my checking account was 820 in the whole - they took out the money without my permission, causing 175.00 in overdraft charges. I never gave them the permission to charge the card a second time. They should have called me when the thirty days was up so I could return the car, and start fresh, they violated Florida law by renting it for over a month and violated their contract. Then when I needed a ride home the assistant manager female refused - said I lived too far. I told her, "I was not too far to come and get me..." Never, ever again, do I rent from Enterprise, they are crooks.

So I went back to the original one. Called and they had cars available DULUTH HWY LAWRENCEVILLE and would send me to the front to see when they could come pick me up 3 miles up the road. The girl answers and says "Can I help you." Now, their recording keeps saying "We will come get you." I say, "Yes I am reserving a car and wanted to see if you can get me at this other Enterprise, they have no cars..." "Yeah, no!" She says... I said "ok, I'll call Hertz." She says, "OK"!!!

My daughter got the plate number, but when I called, Customer Support CLAIMED that because I didn't have the state of the plate, she was unable to help me...?! I'm thinking "How many 16' trucks do they have with that exact sequence?" So now I'm stuck with a $1700 repair bill! THIS COMPANY IS HORRIBLE! When it comes to doing what's morally right... forget about it. My father just bought it for me as a birthday gift at the end of May, and because it was paid in full, I only took out liability since I was responsible for paying. Hopefully the police will get them to pony up the information on the driver, or pay for the damage... which I doubt.

The lady on the phone, following up with our experience with Enterprise, accused us for running over road hazards or a nail. Lady, if there's a hole in the tire, we won't be able to drive it from Penn State all the way to Washington DC without having a complete flat tire! The tire looked ok, but the light lit up with no warning. We called road side service, but they want us to just drive to the nearest enterprise rental, which closes in an hour. So we decided to just drive to our destination and switch to a new car at the airport. Since I have to be in DC for a workshop at Georgetown University, we were kind of in a hurry.

What's more, later on in the day, when it got dark. The dashboard light went off. So did the headlights! When we got to the mountain area, where there's only a one-way street highway! We can't see anything, nor could we stop, because cars are running towards us on the opposite lane, and narrow roads on the mountain side. We had to follow cars in front of us to get off that mountain.

Enterprise at the Ronald Reagan Washington National Airport was kind enough to switch us to a different car. People at the enterprise were nice, and didn't give us too much hard time. But the major disappointment was sending a lady that didn't think they do wrong. "I am sure you experience malfunction with your vehicle" she said. No lady, my 2004 Honda haven't given me crap for 10 years. My brother took the car for work in another city, that's the only reason we had to rent your 2014 Volkswagen, and already giving us crap. Maybe the car wants to stay in the DC area, but your attitude lady, is getting you nowhere!

"Well, I hope you give us another chance" after accusing us of the malfunction of the car. "No chance in hell, lady. Not with that attitude!" while listening to her long long excuses, I was running these thoughts in my head. "I just want to make sure the "customer service" is alright." explained the lady. "Humm no matter how good your people are, if the car is gonna risk our safety, I would have to kindly decline." My family have been customers of Enterprise for years. But after this experience, I think I will go with some other company who won't come up with excuses for their mistake or accuse their customers of their car not being functional.

No one can explain how that damage occurred on that vehicle. I spoke to the auto collision company who fixed the car. He asked me how did I get the paperwork of the estimate to fix the car. I also called my insurance co. They said they did not receive a claim nor will they pay out because this sounds like a scam. I called the branch manager today. No explanation. He said he will take care of the matter today. I informed him I need a letter stating I am not liable for any damages. I've been a gold member with Enterprise for many years. Enterprise is okay but I don't think I will be using this rental company again. They will not compensate me nor give me an extra day of rental.

About 20 minutes goes by and I decide to just simply walk into the branch. Upon stating my name the lady at the counter assisting me says "oh I remember speaking with you earlier. I'm sorry I didn't call you back I was at lunch." She then proceeds to assist me entering the information into the system only to then tell me that there was a red flag on my account and that a car cannot be rented to me until this hold was lifted. She provided me with the customer service number and claim number so that I can get the matter rectified. Upon calling the number provided the representative explained that it was a mistake and the hold should be lifted and will be lifted immediately. That was far from the case. I proceed back to the counter to be assisted. The lady that assisted me prior was now working with a new customer a man begins to assist me.

I explain to him the situation and state that the representative just told me that there was an error on my account and that the hold should be lifted. He then communicates to me that in fact it is not lifted and refuses to service me. I told him that I just spoke with a representative from their claims department communicating the circumstance and that she communicated to me that the hold would be lifted immediately. He then proceeds to argue back-and-forth, refusing service, being very rude and belligerent unnecessarily. I asked the man his name Jumanji he stated. I then asked to speak with the manager. Unimaginably shockingly enough he was in fact the MANAGER carrying on in such an unprofessional, unsophisticated manner lacking basic etiquette, management or communication skills.

I asked was there someone else who can assist me since he clearly wasn't, he offered no assistance, no alternatives, no options, no suggestions, no nothing just a piss poor juvenile attitude, broken English and unprofessional low class service to follow. He continues on a rant stating that this is his business and he's refusing to service me.

Last I checked Enterprise was a franchise. Contrarily according to him he owned the location and everything in it. I've known Enterprise to pride themselves on superior first class customer service in my past experience. Yet the nightmare I experienced at this location was quite the contrary. A complete and utter disaster. The level of professionalism lacked from the very beginning and continued on throughout my entire stay. I was extremely disappointed and Highly dissatisfied with the level of service provided or complete lack thereof. I will be reporting my concerns to the Better Business Bureau and taking my business to Hertz going forward. If you're considering this location save yourself the disparity and don't.

Original Review: June 15, 2016

Was placed on "Do not Rent list" several years ago for an accident that had nothing to do with me. Found out it was on my credit so I end up paying off this bill. Now as a business owner, found out that I am still on this list and we can not do any form of business together.

In giving them another chance to redeem themselves from what is a very poor service, I hired a car recently - I was given the wrong car which I took as I needed a car, but on the return day they rang me wanting to know how long I would be returning the car as they needed it. I was well before the arranged time. The sales representative was speaking on the phone to me while I was entering their premises with the keys, needless to say was red faced In front of 2 other customers when I confronted him on why he felt the need to ring me. They also overcharged me for diesel and I was told that this is their policy. I was charged petrol prices which are much more expensive and it was a diesel car. I wouldn't recommend this crowd to anybody. They most certainly failed to redeem themselves. Rude staff with absolutely no customer service skills.

I was given two days supposedly of free rentals only to find out that Enterprise had hit my account for another $300.00 after taking $500.00. I explain that I would have had the van back by Friday if we had not had the blowout. The Enterprise associates seemed to understand. Then Monday rolled around and it was raining cats and dogs. I don't trust myself driving in the rain so, I called for Enterprise to come get their van. They assured me that they would and no one showed up until Tuesday evening and yes you got it I was charged for that day too. But, I take full blame for the incident. I trusted Enterprise workers to do the right thing and apparently the right thing was to Rape my account for as much money as they could. And unfortunately, that happens all too many times. There is no customer loyalty any more. I have also tried to reach out to the corporate office only to be given the runaround.

Well, was just refunded 49.18. I'm not sure what that amount is because my daily rental for the car alone was 45.99. Where is the insurance and all the taxes they charge you. I should have been refunded twice that amount. I will never use Enterprise again. If corporate allows this type of behavior there is no way to trust a company like this. And if I was not refunded my entire amount corporate allow the behavior.

I am an Enterprise Plus member, I usually rent and pick the car from South Vancouver branch (near to my place) or interior BC airports. Calling S. Van. branch this morning and asking for a truck I was told they have no available trucks but they can bring a truck from a nearby Enterprise location. However he refused to give me a firm reservation even though there were available trucks at the Richmond branch; he was expecting one of his truck return, scheduled for afternoon, so he said he cannot confirm any reservation for me at that time but there is a chance to call me back in the afternoon.

He actually preferred to lose a client rather than allow a different Enterprise branch to rent thru his office. Since my trip was connected to already-scheduled flights I couldn't wait for a potential afternoon confirmation so I called myself the Richmond branch and made a firm reservation with them. Asking the S. Van. branch manager why he refused to do the same thing I did by calling Richmond branch he replied "I am running my branch, I don't need any advice from you."

Therefore, I definitely switched to Budget starting today. U-haul are reliable too but they charge additional services they don't provide. In addition Enterprise have: 1) rocket rates for pickup trucks in wintertime in interior BC, 2) very poor customer service at most interior BC airports (other rental company are not much better), 3) blind returning policy even staff is there (if a warm body happen to be at the airport when you return the car, more likely he/she will refuse to walk around and visually check the car and sign for it); to be clear, I'm not talking about mechanical or hidden problems. You just hand them the key and leave the car in the parking lot hoping nothing bad happens.

Then, we walk around the car and Jimmy tries to convince me to buy more insurance, but I won't budge. Then I look at the contract and it is a full $60 more than what he told me it would be. He takes it out of my hands and about another 10 minutes later, I'm finally out of there at the price I expected. But why all the game playing? Why all the shell games? Why the pursuit of trying to put something over on me? All I can say is watch them every step of the way. I know he is in training, and other than these points, he was a nice guy but I felt very disrespected and like I was being flushed out for a overcharge.

On pickup there were a series of scratches rear passenger wheel arch. These covered an area of at least 4in by 8in. They were not superficial. I point this out to the agent. She insisted it was within the limits of allowed damage. I did not agree and suggested that this was too big. She had a measuring card which they use to size damage. I used the card to show her. The damage was much larger than her card so I again told her that this was too large a damage and needed documenting. She again disagreed and told me it was fine and did not need documenting.

When she gave me the contract to sign I marked the damages onto the diagram myself. At this she became confrontational and in a "off mood" and told me I should not have documented the damage. It was now going to involve "paperwork" because I had documented the damage to the car. The agent completed the contract and I departed.

When I returned the car the returning agent surveyed the car while I unloaded luggage. She came to me and asked me to come and look at the side of the car. She pointed out the damage and told me it was not acceptable and that it was going to be a problem. I told her it was not a problem. She insisted it was. I then asked to look at the contract sheet with the damage diagram. She asked me to wait. She returned 5-10 minutes later and told me because the carbon matched the top sheet (they keep) with the damage indicated it was OK.

I asked her why I was told the damage was not a problem at pickup. I told her the agent said it did not need documenting. She could not produce a Manager to discuss the issue with. She could not provide an explanation. I was admittedly very upset and went to the pickup desks to talk to the pickup agent to ask why there was such a discrepancy. Instead a "greeter" at the door insisted I could not go in and that she was a manager and could answer my questions. Her explanation was that the damage was "in the system" so it would not have been a problem. This was not true as the returning agent had insisted it was a problem. Are the agents not trained well enough and did she not realize the damage was big enough to document? Unfortunately I doubt this as I was adamant that the damage was large enough even by their own measuring card system.

My only other conclusion is that there is a scam running at this location. Customers are being told that damage is not significant only to then be hit up for it on return. Customers returning cars with flights to catch are easy prey and I suspect most just let it go in order to get their flights on time rather than stay to deal with the issue. Insurance pays. Sporadically I read or hear of similar scams but I never expected to have a near miss of being scammed at this location. I hope this is looked at as I feel if I had not insisted on documenting the damage I would be paying for it now. I hope the company reviews the practice at this location in case it has wayward employees there at this time.

This morning I waited for the bus along with my son. Because we are new to city transit, we ended up standing near the incorrect bus stop and watched the bus drive right on past. We then decided to walk and made it over a mile, but with the traffic and Texas heat, didn't think we'd be able to make it. I called Enterprise and to tell the agent that we missed the bus and we on foot... that we'd be late. Ironically while waiting for several minutes for an agent to answer, I listened to the repetitious recording stating that they are a "family-owned business in a corporate world" and that they have multiple locations so they can pick you up at the office or home, etc. BS!!!

When the agent answered, her response simply, "okay." I had to boldly ask her if someone could come meet us half-way. I told her we were near the dental school in the medical center. She reluctantly said she would have a coworker meet us at some random apartments... I had no idea where they were as numerous complexes in the area. Anyway, beggars can't be choosers, so we headed in that direction. After passing several complexes, we found the one she recommended. After 10 min waiting, decided to just head home. The agent then called to tell me her coworker had circled the apartment complex and did not find us. I told her we were heading home... to cancel. Horrible experience. I chose this company merely because they advertise they can pick you up.

I don't know the guy's name whom we dealt with at first when getting the car but he went to lunch right in the middle of it. So we dealt with Zach another assistant manager. He tells us the price of the car with the deposit of $150 plus the coverage was $475. So we thought ok that's what they charged our card at the time. So we had it for 10 days, Zach had me sign for things I wasn't charged for but he said I was at the time. So when we came back they said we still owed for the car which they are suppose to charge everything upfront but they didn't apparently.

None of them are on the same page and how Zach and Marcus became assistant managers is beyond me. They are very incompetent and unprofessional. They advertise all these great deals but it's not at all what you pay. It may be in the fine print on tv but honestly who the hell can read that??? It should be made aware when you set up the reservation. Honestly I wouldn't be so pissed if everything was told to begin with. Instead they just look like complete and totally incompetent idiots!!!

So now, after one week, I called him to request to extend on the same credit card on file and I explained that I may have to do that again until I get my personal car. Finally I used the car for one month from 04/14 to 05/15. Payment has been applied during the whole process. Now after the fact I came to return the car. He told me that the scratch was not there and that he is going to call my insurance and charge my CC for deductible. When I tried to remind him, he said that I was anywhere to be found , plus he does not remember for 1 month how the car was. In addition, I never paid for the car (make no mistake that bank statement account can prove the contrary) and finally my address and phone number was wrong.

In other words, he humiliated me as a robber in front of every other customers. I was speechless. I had to remind him that I should be treated as a customer in the most respectful way. It was a waste time. He kept going and at some point he passed to other things. When I asked him if there was anything that I needed to do before leaving, he handed a paper that he wanted me to sign as an acknowledgement that I broke the car. I refused to sign and he went back behind the front desk interacting with others.

I did not want to believe such wrongdoing in so many ways could be possible with a company like Enterprise. At the end, I noticed for sure Enterprise is the worst car rental service. They only care about making money anyway possible against people like me. A good evidence is the fact that nobody contacted me in regards to this matter. They make the most they could under false allegations. Customer service, fairness, and accurate information are not part of their concern.

Original Review: June 1, 2016

As a result of a class action lawsuit (Lee, et al v. Enterprise Leasing Company), I received two vouchers, each good for one free rental day for up to a full sized car. I made a reservation for a full sized car to be picked up at their Ridgecrest, CA office and returned to SNA airport in Orange County. The Ridgecrest office would not honor the two vouchers for two days, kept BOTH vouchers and only credited me with a one day "free" rental. They would not return one voucher so I could use it for another day. Further, the Ridgecrest office gave me a small car instead of the one I requested. I have been in contact with Enterprise and tried to upgrade my car while in the Los Angeles area, however, they refused, stating I had to deal with the Ridgecrest office. All of this took place on May 31, 2016 and June 1, 2016.

Everything got checked over and over again. I have been asked for two identifications at first, so I handed them my international Passport and a ID card as well as a NY ID. I have been asked, whether I would be employed. Yes, I am a teacher at the UN International School. Then my credit card was checked, no, better not a debit card, better the Mastercard credit card. Finally they found my drivers license not valid. It would not be an American. I asked Pete, the manager, if that could be true: Enterprise wouldn't rent a car to drivers/tourists coming in for a vacation, if they hadn't an international license? Yes so, was the answer. I do not believe it. I checked Budget cars as well as Hertz - their German passports are accepted gladly - no problem at all! I don't understand yet this kind of a weird policy - but it is totally disgusting. Avoid it! Their confirmations aren't worth the paper.

A business such as this one should accommodate all customers. It'll always be good and bad customers but everyone shouldn't have to suffer. It sucks but that's the way the world works. Enterprise needs to find a middle ground so that all customers are satisfied. I'm 1 customer who has never had an issue with them until 2016. Sad. Please find another solution to this problem. The entire Enterprise business.

To make matters worse I get home and have a call from Discount saying he was phoning about my complaint. What?? It's a different company or so I thought. Nope. At least he was nice to call but knew nothing about my rental. I rented thru Enterprise Newmarket on Yonge St. He was Discount rental within steps but his head office passed along my phone number. Why??? No vans are available for me to pick up at 8 am tomorrow. Do they think I am stupid?? Newmarket has so many rentals available. I found one in seconds, picked it up before 6 pm, fully paid til Sunday, no issues. Nice, clean, new van. Thanks Thrifty Newmarket for coming to my rescue. I will use you in the future!!

Also, I'd made several rental agreements with them before my son did the business with them. They still stated it didn't matter, and that was their rules. I called their corporate offices and they confirmed that it was their rule. So whoever made this rule or by laws for this company, in my opinion, was very unfair and inconsiderate of the feelings of others. I have told several people and to this day yet writing reviews, as my situation was never settled. This matter was quite disturbing and has released a negative impact whenever this company comes to mind.

After the end of my renting (a 10 days one), I saw in my credit card an extra charge of 230 euros. After spending a lot of hours in phones and talking with different representatives of the company that they couldn't explain me why I had charged, they send me the receipt where I saw that they had charge me for extra insurance. I didn't agree to any extra insurance and this was written also in the contract. I had to send them a copy of the contract because they somehow lost it and after a lot more phone calls, I had my money back after 2 weeks.

I didn't had any explanation on why this happened. I strongly believe that this is something that the company is doing just to gain more money in case you have lost your contract. I would suggest to anyone to avoid the specific company and the companies that are work under the same umbrella (Alamo, Enterprise, National). It's clear that the company follow poor ethics and offer low quality of service.

I cancelled the reservation and went looking elsewhere. I was able to rent a car from Budget without a credit card, and thanks to advice provided to me by a Budget representative, I saved $400 on the rental! The Budget rental was less than 1/2 the Enterprise rental. Long and short, an archaic company policy led me to do more research and found me a much, much better deal! I will never attempt to do business with Enterprise again.

When I returned the car, they claimed almost invisible scratches as my fault which I was not aware of it at all. They almost forced me to sign the claim documents and took $500 deposit for repair. Few months later, I got other bill notice, $184.10 MORE for few light scratches on the left side of car?? I requested them to send detail of repair about outrageous cost, then I noticed they repaired other side of scratches which I did not make too. I have rented so many cars with other rental companies including Enterprise in Cypress before but this Anaheim Enterprise office is the worst one ever! Do not trust Enterprise staff who check the existing DAMAGES ON THE PAPER BUT PUT EVERY DETAIL, SMALL OR INVISIBLES ON THE PAPER BEFORE DRIVE THE CAR!

The second time was 9 March. I made a reservation for 10am. Ended up getting it after 1pm after waiting for it in a hot blazing sun for them confusing a Walmart store to a Walmart where I was suppose to be picked. It's funny though cause I called in and spoke to Rebecca with where I specifically said the DC and they had picked me up there before. I ended up not being able to make it to a life-changing meeting with an associate of mine. The third time I made a reservation last Thursday for the 18 May only to call in finding out that Rebecca even after speaking to her in person when I had dropped off a rental she had not went ahead and booked me another rental car.

Today I'm suppose to meet with a lawyer to discuss immigration purposes but I didn't get a car. I called in and a person by the name of Alicia ** holding ranks on me saying that she is the district manager paying no attention or failing to recognize my problem of what Rebecca had done and that I was being rude that she was going to hang up the phone. I spent over $500 with this branch alone renting and I feel like I'm being told indirectly that "Even though you have rented here with us we definitely don't need your money." Customer treatment is very pathetic and such incompetence in this branch I wouldn't even recommend any of my friends or associates with Enterprise and I don't think it even deserves a single star. Totally outraged...

When I returned the rental car the Manager Colin ** blame me for the "dents" in the rear bumper. I told him about what Alex told me but now the small thing NOW it should be marked it!!! How should I know? After this outrage surprise, I need to pay my deductible right upfront or I will have to go collection and ruin my credit?! I try to contact Alex. All of a sudden is been transfer in less than a day? The manager Colin ** said that Alex already confirm what the "paper" said "no damage". Lesson: DO NOT TRUST THESE GUYS!!! Mark all scratches and if take pictures make sure is no doubt about any damages. Cost me dearly. This is how my business ends with this place!!!

Again I ask her to look at two other locations that are within 2 miles of each other and needless to say they don't have a drop box either. So my next question is what do I do with the car. She tells me "without a drop box you will have to pay an extra day." I am furious so my question again was "because there is not a drop box at three of your locations I have to pay an extra day for a car that I didn't need to keep an extra day." So the next morning I arrive bright and early at 7:30 thinking customer service probably had it incorrect. Surely I will not be charged an extra day because of your error. Lo and behold I ask the same question and was told "yes we apologize for that but you will be charged."

Aside from that how was your customer service REALLY, and you tell me to come back and rent from you??? This is a horrible way to do business so if you are late although your contract states that there is an hourly fee it really isn't an hourly fee it is an additional daily fee... WATCH OUT FOR ENTERPRISE ON SHARON AMITY IN CHARLOTTE NORTH CAROLINA. I wonder how many other people have gotten burned. Totally dissatisfied. I will go to airport and rent from another company before I return. BAD BUSINESS.

We then went out to the car to inspect it, their office and the cars are kept in a multi story car park. The girl proceeded to "check over" the car with the light from her mobile phone, as we all know car parks are poorly lighted places so how they think this is an exactable way to "check over" a car is beyond me. You can't see a thing. I was then asked to sign all the forms and again I was told about the 1000 charges that I'll be liable for. In the 5 minutes I'd spent there I was already expecting there'd be a problem when I got back.

Took the car out for 8 hours no problem. I arrived back at the office and had to wait as there was another customer already complaining about something else, not my business as he was going to make a complaint but I will say the "manageress" that served him was very condescending to him. After a 10 minute wait I was seen, taken out to the car, the same mobile phone light inspected the car then there was the predicable "oh there's a problem."

The problem that I could see coming from a MILE away. There was a small mark on the tyre (debatable) and I was told "Sorry you have to pay the 1000 for a new tyre." My reply "of course I do." I was then told because I had to wait for 10 minutes they'd reduce it to the 200 they already taken on my card (handy). They just wouldn't refund me. At this point I told her I had insurance from another company for 1.99 so I was covered. While I was in the office my wife and daughter waited outside, she witnessed the 2 guys who clean and check the cars driving them around the car park at high speed and it seemed they were racing each other. Very unprofessional and very dangerous.

I was basically told I needed to take out their insurance, unbeknownst to them I already had it. I hired a car for 8 hours and it cost around 265. The worst thing about the whole thing is that you could see it coming from a MILE away that there was going to be a problem So sadly beware, I went to Enterprise as I've never hired a car before and I went to a well known company thinking this could be avoided. I will NEVER use Enterprise at ANY location Ever again.

I asked the manager (Trina) for his name and hers. Nick overheard the conversation and said “Nick **! Do you need my ID#?” I said “Sure. That would be great. It would help them identify you better!” I was really upset as to how him as a customer service person could be so rude/disrespectful and represent your company in that manner. Customer service good or bad has a lasting impression on your company and the rental car market is very competitive. So I would recommend getting a more inviting personnel to help your customers when they had questions and not someone that makes you feel like they are annoying you!

No one took me to the car and I waited another 30 minutes for the car. At this point I was extremely mad and the two associates that were inside were avoiding me. It felt like it was because they knew I was extremely irritated. The three people were the first guy who helped me that provided no assistance at the end, a guy who just got off his lunch break and a supervisor. The supervisor never acknowledge me even though it was apparent she knew what was going on because I heard her ask one of the employees.

When we got outside to inspect my car, I inquired about what happened to cause such a delay. I was told they had a crazy morning and then told my car was given away to someone that walked in during the morning. During my wait I was offered an SUV; however, due to my reason for renting a vehicle using such a large vehicle would not have been cost effective for me and this should have been offered to the person that came in without a reservation.

Once I got the car and was on my way the car was shifting really hard when going above 30 MPH, it felt like someone hit me from behind it was such a violent shift. Due to the long drive I had ahead of me, I felt this car was not safe to drive. I immediately turned around to exchange the car. When returning the car I explained what happened and the supervisor said that is how that car drives. I have never driven a car that shifted so hard that I didn't feel safe.

They did switch the car to another car that clearly wasn't clean. I ended up arriving two hours late to my destination because of this ordeal. I was told due to all of the issues that were their fault that a manager would call me over the weekend to see what they could do to set things right. The weekend is now over and I never received a phone call from any employee at Enterprise. I would have at least appreciated a little follow through on their end. I often rent cars and at this point I'm not sure I want to rent from this company in the future due to the poor customer service I received.

My daughter had a dance recital and I really wanted to see her dance. I end up missing a VIP milestone in my daughter's life because of Enterprise lack of communications between the computers, customer service reps & the location. Upon ALL RENTALS please call the location to make sure that they actually have a car to rent otherwise you will be like me... Wasted about 20 bucks worth of gas trying to find me a car when this is something that customer service should know. I am very disgusted & disappointed in Enterprise right now & my daughter is very very upset. This is a memory I can never get back. WARNING. Save yourself the agony. Rent from another company!!!

Since I made the original booking online from Turkey, where I live, the transaction was through the USA and the deal price for a 7 day rental was GBP190. In the event I acquired a similar vehicle to the one I ordered from Enterprise from Hertz, which cost me GBP450, which is normal as a 'walk-in' customer. I am not complaint is the ABYSMAL response, or should I say, lack of response I have received from Enterprise. I have now been communication with them for over a month and all I have received is a continual stream of robot generated canned responses which all state: "We take all customer feedback seriously. Therefore, someone from our office will be contacting you shortly." One month later and no real person has contacted me.

WOW you guys need to really get it together. I will never recommend nor come back after the treatment I received yet "Again" by another NEW manager. If you could keep employees that are trained and loyal you may not continue to have dissatisfied customers. I'm "1" of them needless to say. Pitiful Service. Hope you guys go out of business soon so you do not have the problem of training, hiring, and inventing more rules where eventually NO ONE will be able to rent from you... Well deserved!

As I am near 80, I realized the Mr ** must be think he is a big shot and that I am the old guy he can treat me any way he feels. He said even if I brought my wife's card, he would still not rent the car to me. This guy treated me like a homeless worthless person. This even though in the last year I have rented from that office 4 times. He told me to leave. He forgot that their driver had picked me up. I had to remind him that I needed a ride to get back to my office. I was taken back by a driver who was in a hurry and in a construction zone. He ignored the speed limit and almost lost control the vehicle.

I finally told him to slow down and observe the 25 mph limit. It was a poor example of management not trying to come up with a $100 solution even though I suggested that he call someone in his management to help solve the problem. He said he had all the answers and he did not need any advice on how to help with resolving the $100 problem. He was a rude, uncreative manager who enjoys running down old people or other he believes are inferior to him. PS I have a PhD, have invented a number of important electronic devices, and also was a professor at CSFU and UCI. This manager should be disciplined.

Updated on 06/18/2016:Enterprise has failed to contact me after 6 weeks. We do not have a message machine and they can call from 9:30 am - 5 pm m-f. They have not reimbursed me for my inconvenience nor have they called me to apologize. What an un-thoughtful manager they continue to use. I was not the first person he abused. He did the same insulting display to another customer who gave up and walk out on my previous visit too.

In general, in reading comments from other people re Enterprise on this site, I am horrified. Enterprise needs to step it up in so many areas. I know they probably don't pay their staff anything over minimum wage and it seems to me they are poorly trained. Enterprise's databases are a joke; their phone system is a joke. For heaven's sake, we are in the 21st century. You cannot do business like this and stay competitive. The clerk in a Tucson office could not connect me to office at the Tucson airport? Different phone number? Getting routed to someone in Tempe was only successful after 3 attempts.

If you indeed are a family-owned business, all the more reason company should be run right. Spend some big bucks right now and update all your databases and your phone services. I agree that I have called a local office, arranged for a vehicle and shown up at the office and vehicle not ready. 3 people standing around with their thumbs up their fannies. I am a ** older woman, well-spoken so I know that is PROBABLY why Mr. ** gave me some satisfaction. This company seems ripe for an in-depth look by 60 minutes. Racial accusations should be looked at immediately and dealt with and the customer satisfied. There again, it comes down to management, supervision, and communication.

Enterprise manager (Paris CDG) said that we still must have to pay abnormally huge amount of money because of the little scratch (even all around the car there are already scratches!!) although we got full insurance. In the end, there is really no point of insurance. And Paris CDG manager said that she even can't show us insurance's license because there isn't nothing like that. Basically, all our insurance's money is somewhere in someone's pocket. Nice. And we have paid for that car 5x more than it was expected. Is this really how Enterprise works?!

So once that was over and we were on the road we noticed there were fast food bags under the seats and other wrappers in the door compartments. And the worst happened at dusk. The windshield was so filmy we couldn't see when the sun hit it. It was full of streaks and whatever this film was. We had to pull into a station and buy towels and Windex to clean it. The car kept dinging at us about needing an oil change.

When we went to turn it in at the end of our trip we told the guy about the window issue (it was off track) and he said that was fine and very common in the the convertible. We also told him about the windshield and the garbage that was in the car and he had no response. We told him about it needing an oil change and he just kind of grunted at us. I would have asked to speak to a manager at the time but we had to hurry and catch our plane. I am normally very satisfied with Enterprise (I've even purchased a car from them in the past) but this time I didn't feel I was treated well and being put on ignore status really irked me.

At the end of the day I went to Enterprise in Bala Cynwyd. The rep there told me they did not have any cars. So I proceeded to Pennsauken. When I got there I had problem locating them because they had the local street as their address instead Route 130 which is the main highway. Anyway when I got there the door was locked but a rep was inside finishing up on another customer. It was now 6:05 PM. I knocked the door and the rep came up. I said, "Do you have a car for me?" and he said, "No, we had several cars here but you are late." I said, "But I've called about three times this afternoon, and told you I was coming. You did not tell me that you close at 6:00 pm." And he raised his voice at me and said, "You have nothing to say anyway because you are late!"

The next day, Tuesday, April 19, 2016, another Enterprise rep called me and said he would have a car for me after work. Just to provide some security, I walked over to the Enterprise in Bala Cynwyd to see if they could reserve a car for me. I was given a business card and told to be there by 3:30 pm. When I got there they did not have any cars. So I proceeded to Pennsauken. When got there I met the same rep who was rude to me the previous day. He said there were no cars. I told him to cancel my contract so I could go to another car company. When he did, I asked them to drop me off where I was picked up the previous day. He said that they did not go that far. I said, "Well, you picked me up there yesterday." Eventually, he asked another rep to drop me off. The whole thing is like a scam.

When he looked into it further, he found that it stemmed from a rental with Enterprise that my company had booked for me while in Los Angeles working in November 2013. I had scraped a yellow parking poll on the passenger side of the vehicle. I believe the poll was plastic but nevertheless it had left yellow marks on the white van. There were no dents. When I returned the van to the LAX location we rented it from, I showed their customer service rep the damaged. He surveyed it quickly and said it wasn't that bad and that they could probably buff it out. He did however note it on the agreement.

When I returned home, I called my credit card company (I had used my personal credit card as the hold card) and informed them there could be a claim. My credit card company does have additional insurance when their card is used on a rental. They opened a file. I remember telling them I wasn't sure if Enterprise would make a claim since the clerk had said that they could "probably buff it out."

After about a month, I contacted my credit card company to see if they had heard from Enterprise. They had not. Some time after that, my credit card company called me to find out what was going on since they had not heard from Enterprise. I asked them to give it another month. After not hearing from Enterprise at all, I called my credit card company back to cancel the claim.

To make a long story short, Enterprise did start a claim for the damages, which apparently amounted to $717. It took me numerous calls to finally get some information since the claim was in the US, and I live in Canada. Turns out it was actually sent to a collections agency in the US. I talked to a rep from that company who actually was pretty chill. He gave me the number for the Enterprise agent who handles the claims. She, on the other hand was not pleasant.

Turns out that they had the wrong information and were sending all the notifications to the LA hotel I stayed at! They were also making phone calls to the hotel. No wonder I didn't hear anything. She actually said it was my fault that they had the wrong information. She said it was up to me to verify my address and phone number. I said that I had to give them (the service rep at the location) my driver's license so they could take down the information, as they do at any rental car company. Then she went on, in what I found to be an accusatory tone, saying that I admit to scraping the side of the car. I told her why would I lie about that and reiterated that I even told the rep at the location.

So, there I was stranded at the Enterprise location unable to rent a car. I didn't mention that I was with my daughter who was waiting to be taken to a hockey tournament (very Canadian, eh?). In the end, they drove me home and I milked the dude who drove me to stop at McDonald's so I could buy a coffee! Anyway, needless to say my experience with the woman I spoke to at Enterprise to try and resolve the matter was not pleasant. I was thinking about trying to take care of the problem but after talking to her, I think I won't be renting from Enterprise again and will make sure that my company does not book any rentals from them, especially if it is for when I travel (which I do often).

I called the office when I got that message at about 11:00 and spoke with someone, asking about the likelihood that a car would become available before 5:00 so that I could make other arrangements if need be. I was clear that I needed to be driving away by 5:00. The representative told me that there would probably be a car by 2:00 or 3:00 and once again assured me that I was first on the list. At 3:15, I called again. A third representative rather rudely told me that all he could tell me was that someone would be in touch with me before 5:00, when I once again reiterated my deadline for leaving town. Now, it's 4:57. I have not received a call and I'm in a lurch. I will not be using this company for any future car rental needs and will caution others against them as well.