Enterprise Rent-A-Car Reviews

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.

Unfortunately, the crack lengthened as we drove and as we returned it had tripled in length beyond the 'under the size of a dollar bill' needed to be covered by Enterprise basic insurance. Our fault for not going back and returning the car, and very costly, at $225 for replacement. I paid the bill immediately, since it was difficult to determine fault and I'd already signed for responsibility. Two weeks later I received yet another bill for $50 to cover administrative fees and a $22.50 'diminishment of value' fee, which was waived.

I feel very upset over this, as an insult to injury. First of all, it was difficult to determine fault, but in good faith I paid for the windshield. Secondly, I paid immediately. Thirdly, it's already hard enough to accept that I should pay damages for a flying rock while on the highway hitting my windshield, and not have coverage under basic insurance. Fourthly, having the letter come saying I owe yet another $50 for admin fees just burns, and yes, over all this I am unwilling to ever rent from Enterprise again, as well as sharing my experience with my friends and family. Things like this just make it appear as though the company is desperate, and unwilling to meet halfway in questionable circumstances. I was warned that I should have purchased the additional $20/day insurance, so I could be covered from such a loss, so that was an additional sting.

Furthermore, documents show that I paid for the windshield on April 1, 2016, when I made payment the day after rental, since we returned it very late at night the prior day, on March 18, 2016. I don't appreciate this discrepancy, since it shows delay in compliance to the agreement. I'll much rather spend money elsewhere for my travels.

After being told by customer service that it was unfortunate I could not leave the car there because I would be charged for abandonment, I drove back 89 miles back to Pueblo to exchange my Enterprise for a Hertz rental. This used up four hours of my time and by then the auto body shop was closed and I had to find a gentleman with a broom in his hand and pay him to allow me to pick up my car that was not completely repaired, but what choice do I have?

I spoke to "Caleb" several times about fixing the problem and he was defensive and irritated that I pointed out his obvious error. I did manage to get a Hertz car to Trinidad several hours later that Caleb arranged, but the glaring error and incompetence on part due to perceived lack of training and experience by Enterprise employees to be the prime factor in any future opportunity to rent from Enterprise, I caution anyone to avoid them at all costs. One keystroke can ruin your experience. Stand there and repeat your needs and desires slowly and loudly to your Rental Car Agent, they may have another agenda.

The only reason I choose this location was because Geico said I had to in order to get my damage vehicle fix. I remembered their slogan "We will pick you up with great service". Well that's a lie. Mr. Patrick the manager was horrific in how he treated me. They will never get my business ever again. They better not charge more than the $25 fee Mr. Patrick made me pay for deposit or else we have a lawsuit and this is a promise. Can't stand Enterprise.

When he saw the look on my face he offered to get it for me although he said, "I'm not supposed to do this." When he pulled it up (it was a huge SUV and I had reserved a small one) there were no lights overhead to inspect the car. It was pitch black out. He again said, "there is nothing wrong with it". When I said that I saw a few scratches he said, "oh, we don't worry about scratches at all, only dents larger than a golf ball." There was no way for me to look over the car in the dark, and I was made to feel as though I was taking up this guys time.

I returned the car 5 days later. I was never involved in any type of accident and I never backed into anything. When I dropped the car off during business hours I asked if he (the same guy) wanted to see the car. He said no. An hour later I got a call from him stating that I damaged the rear bumper as there were crackles in the paint. I drove all the way back to the airport to see. His manager talked to me, basically insisting that I did this damage. When I stated that there were no lights to see the car when I picked it up, she said, "I know that is a problem here and we've talked to the airport about it." The damage they are accusing me of looks like a bad paint job. It is not a dent.

How can I be sure that the car did not already have this damage before I drove away? Or that the clerk didn't back into something when he drove it up to the curb for me after I'd already signed the papers? Or that the car was not damaged in the lot after I dropped it off? When I asked the clerk if he personally inspected the vehicle before I rented it he said, "no, I didn't". How could he be so sure it had no damage then? When was the inspection done? Are there time stamped photos proving that the crackles in the paint did not exist before I drove away?

The damage I did see and point out before I left he did not record on the contract!!! When I later asked the manager what I should do she said, "since you used your Visa I bet they have coverage for it." She did not mention that there is a way to dispute the claim. She did not explain what the process was. She just gave me another phone number to call. :( 10 days later and I've just heard from the Enterprise Damage Recovery Unit that they are coming after me for over $500. I will never again use Enterprise and I will forewarn all my family and friends to boycott them as well!!

The only reason I choose them was because I was in from out of state and my car broke down. I remembered their slogan "We will pick you up". Well they are the only rental car in the area and know it, so they won't pick you up, not at all. I was up there on vacation, so I said, "Come anytime that works for you". There was no time that worked for them, so I paid $110 for a taxi there and back. There was no selection, just 1 car available. I didn't care much about that except that it was more expensive than my quote over the phone. It was neither clean nor dirty, didn't care about that.

I knew all about their history of damage scams, so we went over the car and documented every flaw on there. I get in there, no owner's manual and I haven't driven a car newer than 98 model year, but we figured it out. Check and change oil lights on, so when I got gas I checked it. Totally black oil barely registering on the dip stick but nothing in the contract about me maintaining their cars so no worries about that. Plus no owner's manual so I had no clue what these Chinese engines take nowadays. It had no coolant in the overflow tank, and the radiator was low so I did add water and the washer tank was empty so I filled it. The car said Flex fuel on the trunk but I was told do not put any flex fuel in it. Again, no owners manual so no way to be sure.

I return it, they can't find any undocumented damage but sure look for it, but pull the low on gas charge you $10 per gallon for 5 gallons scam. I can see a gas station from their lot but can't drive it there because I already signed it over. It would have been cheaper for me to buy a local beater and leave it on the side of the road compared to what I ended up paying for the rental car. This was in January 2016 at the Pisgah Forest, NC location.

They asked me to provide them with the claim number for the insurance. I believe they knew about this crack when they gave me this car. It might have been caused by previous customers or themselves. I should not have trusted them. I heard similar experiences have happened to others. Anyone that is going to rent a car by Enterprise must be very careful. Take pictures of all sides of the car before you leave the rental office. Because they tend to use your insurance to fix their cars.

I rented a car from Enterprise from Miami when I arrived back in the states. They were more than accommodating and the service was the best of the best. I drove the rental home in 3 days and returned it. I went to rent a car in my hometown of Lafayette and I could not because I only have a debit card. It is the same card I rented my car in Miami with. Imagine that. They should have a record of all of this. I have to have 2 utility bills... I have none in my name and never have had any in my name in my life. I do however have a passport that I traveled the world with and a valid drivers license... I am so over Enterprise... What a joke they are. Keep your car. I was using it for a few days so I could find a car to buy. The car I was renting I could have bought with my own $$$... TOTAL IDIOTS IF YOU ASK ME.

Well, the repair shop took longer than expected and it was a week after I maxed out my insurance rental coverage, when I received a call from Enterprise telling me I owed them another $300.00! I was advised, (by the same person that rented the car to me) that since I was in a nicer car, that it was more expensive and since it was taking the repair shop so long to fix my car - I would be responsible for $50.00 per day from the previous week until the car was done!! It hadn't been quite a month at that point. I was furious. Why wait a week to advise me that I owed $50.00 a day? Why did she tell me my insurance would cover the costs of my rental? Why didn't she offer me a car comparable to my own (I drive a Nissan Sentra)?

Well, after a long and unsuccessful call with Enterprise, she showed up at the car repair shop where I was (I thought my car was to be ready that day). She walked right passed me, got some keys to another car and left, ignoring me standing there and not bothering to at least try to talk to me about what was going on. After she left, she went and charged my credit card, (that was on the rental agreement for my deposit) and charged $100.00 to my bank account, without ever mentioning it to me!! It put my bank account in the negative and cost me $36.00 on top of it. I am still in the rental, as my car is not ready yet, but the repair shop offered to cover the costs of the rental due to the way things went down with my car and the rental person they have in their shop. I was not offered any other car, I was not told that if I had the option for a smaller car, that I would have NEVER met my maximum insurance rental coverage...

The Enterprise person, Ms. Emily **, figured since it was estimated to be a 14 day fix, that she could just PUT me in a more expensive car, suck up all the money she could from my insurance company and that would be it. However, the repair shop found damage after they removed some parts, which delayed the finish another 14 days, which placed me in a position that she wasn't counting on... she kept blaming the repair shop for taking so long, but wanted me to pay the extra money, or them to pay it. When it was HER that failed to do her part by first, offering a car comparable to my own, explaining the "max out" that may occur, etc.

I have to shut down my credit card to avoid Enterprise charging any more money from my account because they don't even advise you when they are going to charge it. I believe she charged it because she was mad at me for telling her she failed to do her job correctly, which she did and the repair shop agreed with me on this. Even an Enterprise employee was shocked that someone charged my card without advising me of it and while I was STILL IN THEIR CAR!! I will tell anyone that listens and has ears what Enterprise does to their customers. I will advise my insurance company as well. These people cost me the $100.00, a bank fee and 1/2 day of work!!! I am sickened by this and saddened that they can get away with it.

I rented a car on Tuesday from the location closest to the body shop where my car is in Lacey, WA. It had some concerning safety issues with the seat not moving, etc so they told me to swing by and they would swap it out, which happened - in and out in 5 minutes, no problem. Unfortunately, the next day as I tried to leave work in Auburn, WA this new car would not start. Wonderful. I was directed to call the roadside assistance who gave me 3 options: Wait for a tow truck (90 min-3 hrs), wait for an on-site swap (2 hrs-3 hrs), or go to the local Enterprise location and they should be able to take care of me. He even said that the taxi charge could be reimbursed if necessary. I decided to get a ride from a coworker to the local Enterprise that he recommended me to - the Kent location which was less than a mile away.

Here is the part that has solidified my decision to NEVER go out of my way to rent from an Enterprise again, on business or out of necessity. I will save the extra money and go to a competitor where this level of customer service is expected. Upon walking into the branch office, my first observation was the smell and the general hygiene of the environment. It was filthy, with dirt and leaves all over the floor, grease marks across the walls, the chairs were unclean and not one employee even looked up to give me a typical "Just a moment" or "Be with you shortly" as I stood patiently in line with 4-5 other people for the next 15 minutes. As one of the employees walked in the front door, the one sitting at a computer looked up and said to her, "You should go hurry to get this customer now, she is one of 'those'" and rolled her eyes.

When it was my turn at the counter, I explained my situation to her (same employee at the computer) and the most response I could get was "That's not how we operate. You need to call the number on the back of the paper." I explained to her again that that is exactly what I did and they directed me to this location where the dispatch should have scheduled a solution. I let her know that time is short as I have a son I needed to pick up by a certain time before his daycare closed in 3 hours and I live 50 miles South. In the midst of my telling her the situation her desk phone was ringing and she kept looking at it and grunting in frustration and mumbling "Ugh" like the whole world was inconveniencing her. Her (personal?) cell phone then rings, she cuts me off and answers it because it's her assistant manager, Tyler, calling.

She handed me her cell phone so that I could talk to him - and with the same unhelpful and condescending tone as her he kept telling me that I could be a liar and have stolen the car or keys and paperwork and unless they have physical possession of the vehicle I needed to go sit back down and wait for the tow truck with the car, even if it takes 3 hours. That's just "too bad." I asked him if there were any other options. If they could send someone with me, or rideshare -- literally anything at this point as I was desperate and would have rented another car out of pocket if necessary. He then communicated to me that it's not his problem and that he needed to get off of the phone.

Once I hung up the phone with him I turned back to the girl at the counter, at this point starting to cry because I am not only frustrated with this experience but also starting to panic about making sure my son is safe until I could get to him in 3-5 hours. When I turned back to her and handed her phone back she shrugs and says, "Told you so."

At this point I called a ride to come pick me up and take me to the Auburn location instead. At the Auburn location, they HAPPILY gave me a car within 5 minutes of entering the branch, offering me their apologies, and making me feel not only welcome but reassured that there are good employees at Enterprise and maybe my day wasn't completely ruined.

All in all, this was an absolute nightmare. I don't know if this location needs some restructuring and training, or maybe it's the Roadside Assistance that needs to get their policies straight. Either way, I cannot comfortably recommend or be a customer to this sloppy franchise again until I feel that they can consistently live up to the expectations set forth by their marketing team. I am currently driving the 3rd car in 3 days and with a week to go, my fingers are crossed that this one will be the last.

For a company started with seven cars, now one of the largest rent a car business, they are now too big to care for its customers, and back up their employees no matter what they do wrong, and their hidden policy seems like never admit their mistakes no matter what it takes, lies, cheats, and deceptive practices are ok to protect their interest.

I am a disabled veteran. I will prove to this too big to care company like Enterprise, that we live in free country like United States of America, that individual customer like me still matters, and can do greater things than what this too big company thinks that individual customer don't matter, because they can't be touched, because they think they millions of customers, and just one doesn't matter. But company who started the company with only seven cars and hunch, the founder Jack Taylor in 1957 should look at my complaint. People if you care about what happened to me go to Hertz, they are great. Thank you people for your support.

UPDATED ON 10/06/2016: Incident happened on 3/31/2016 at Enterprise Rent-A-Car office 4517 W. Flamingo Rd, Las Vegas. Incident with store manager Mr. ** & Mr. **, when they refused me to exchange my rental vehicle to higher upgrade allowed by at fault Progressive insurance company. I was up to this point a royal customer for couple years, very happy customer with them. Even though I ran into some cranky unprofessional Enterprise employees couple of times, but never filed complaints because we all are humans. I am very understandable so this incident is my very first complaint against Enterprise. To make very long story short, because the store manager Mr. ** refused to exchange my rental vehicle without giving me a valid reason, and when I asked for his name, he refused to give me his name. Any rate he escalated the situation to whole another level for not providing me with a professional service.

Long story short, I wrote to the CEO of Enterprise, got some attention from top managers from Las Vegas, we had meetings. But all their conclusion was to back up their employees, even though I pointed out to them the two employees were lying to them. Three top manager stuck to we need to "Back up our Employees". Fast forward to today. As of 10-06-2016, I started ONE-MAN Protesting all over Las Vegas Area. Until I receive a apology letters from Mr. ** and Mr. **, all I wanted is apology letters from these gentlemen for the 3-31-2016 incident. I hope Enterprise Company will do the right thing. As of this date of 10-06-2016, I am still waiting for the apology letters.

My point is how the hell can someone steal a 2016 car and you have no coverage for just this reason? My issue may not even make you feel bad but what if that person had hit my grandkids? They were just in the yard playing. The Monica person was so cold to me when I called. She didn't have the balls to call me and tell me they denied the claim then lied and told me she will send out the letter that day but the letter was sent 3 days before. Really. I guess if what you train your staff to do is to hurt family and make them pay and you all get rich. Well remember every DOG got their day...

Well, when I returned their junky car, there were two BMWs in the parking lot along with a Cadillac SUV. Right on the counter are the two pics I uploaded to accompany my review. They look like "premium " cars to me. Aside from the junky car, they had mixed up my account information and the car I had was registered to my OLD account and they were trying to charge me for the extra time I had the rental due to the body shop taking extra time to repair my car. I will NEVER use them again and have told my family and friends to stay away too. They DO NOT TAKE CARE OF THEIR CUSTOMERS!

I did not want to risk having the key not work again, so I asked if I could have another car sent to me tonight since I had work in the am. The first person I spoke with at 7:50 pm said the nearest car would come from JFK airport. First she thought I was only 27 miles away and got my location really wrong and then I was told it would be here in about 3 - 5 hours. I was told AAA would bring me the car on a flatbed and exchange the car I had. Ok I got that. She sounded really confused on the phone however so I called back. Person #2 then told me the new car would be at my house in 7 minutes. 7 minutes? I asked if I could speak with another supervisor since that made no sense. Person # 3 said the car was en route and should be at my house shortly. I was satisfied with that.

9:30 pm AAA comes to my house with no car on the flatbed. The driver had no idea he was supposed to have one. He also didn't know exactly where he was supposed to take the car I had. He was kind enough to wait for 20 minutes as I spoke with person #4. Person #4 however kept me on hold for 20 minutes and the driver had to leave. When the woman came back on the phone she said that the previous people kept opening new inquiries instead of building on one and she had to clean up my file. While I am on the phone with her, person #5 calls me. Is anyone keeping track with each other?! I'm starting to get confused!

Long story short, I spoke with 8 different people in total. By midnight, I was told there was no car coming because they were all closed as of 5 minutes ago and ran out of cars even though I've been calling for the last 4 hours! Around 1 am I get a phone call from a tow truck driver and he is outside my house to get the car and has a business type van for me to drive! then the driver says to me "I don't know why they didn't give you a similar car, they had a whole lot full." What?! I was told they ran out of cars at one point! First thing this morning I spoke with the last supervisor again and he didn't even know I got a car last night. He said my local Enterprise would be contacting me soon to give me a car. That was at 7:30... I just got the new car, 4 hours later. This experience was so stressful for no reason. The company needs to work on their communication.

At the time of check out, Trey and Brian the supervisor or manager had overcharged me for another day for the same day I was suppose to bring the car back when on my reservation had clearly written on it - return car anytime between the time of opening or before closing... which the time was printed 7:30 - 6:00 pm. I mentioned to trey that the car had a miss in it the whole four days I rode, Trey then replies. He know the vehicle was time for oil change. I was really disappointed because after all I am a loyal paying customer. And with all that was happening you didn't try even offer me anything back and overcharged me... asked me did I want the car back because he already.

Charged me another day... After he knows what's all wrong with the car... That was very unprofessional. It seems like he didn't give a care about customer satisfaction. Just whatever quota or goal he could make. I never had problem with Enterprise rentals at all. I Always thought you guys were the best rental place that I would want to bring my business to. But I felt like I just got robbed ripped off from enterprise D'iberville, MS. And Enterprise refuse to do anything besides Over charge me money for a vehicle - they knew that didn't get the proper maintenance - very poor customer service. I thought the employees were there to keep guest happy and satisfied not run them off. No I will not be back.

I received a few messages saying I needed to update some paperwork and informing me that they put me in a car that had recall on it and needed to be returned. I work from 8 am to 6 pm, making the return of the car very difficult for me. I was planning on just paying to keep it for an extended amount of time, as I have done with several cars in the past, with Enterprise having no issue with this whatsoever. May I add that as a mother who always is in charge of her young daughter's transportation, it was quite alarming to know that we had been driving in a recalled car. During a routine check of my bank account, I noticed that I had a $100 hold placed on my card on April 4th. So I attempted to get the day off of work to return the car and deal with the rental car switch, as my previous rental car had been recalled.

On April 5th, I received several phone calls from family members in different states saying they were receiving calls saying I had stolen a car and would be arrested. I don't understand how a business could charge my card 1 day, then turn around and make slanderous claims of theft the next day. I was planning on visiting the family they had called soon and now this situation has made it hard for me to plan my family trip. This experience with your company has now not only affected my job, my ability to get my daughter to her schooling and extra-curricular activities, but it has now affected my relationship with my family. If all of this wasn't already a highly-credible cause for concern, I drove over to the branch to ask why they had charged my card, yet claimed to my family that I had stolen the vehicle. They said they have nothing to do with that and they just want payment.

Payment was rendered, yet my reputation was slandered and I was incredibly inconvenienced. I spoke with Julian **, who was not helpful at all. I asked him how his company was willing to remedy the situation and also for causing such a confusing hassle and defaming my character to my entire family. Julian had no regard for my situation. He said it was not his problem and that all he wanted was payment. I did not receive any empathy or help whatsoever. I asked him before he charged my card that I wanted to know, on a branch-level, what he was able to do for me. I had already spoken to Mr. John ** VP of Fleet Management and he assured me I would receive some sort of compensation for this terrible experience. Unfortunately at the time of my arrival, Mr. ** was unable to come to speak with management at this branch, causing Julian **'s attitude to worsen.

I told him "Before you charge my card, I want to leave out of here with a smile and to be satisfied with the service I received instead of feeling like a criminal. Mr. **'s response was "I actually do not care how you feel whatsoever. All I care about is the payment." I was in shock. How could the manager of a business be so rude, not only in front of the staff he is in charge of, but in front of another customer as well? He did not care the problems his business had caused me whatsoever. I told him that wasn't very good customer service and he replied that he has heard that from several people and does not care. I felt he was racist against me as a Hispanic and also because I am a woman. I told him I wanted to speak to his boss and he refused to give me a name or a number. All of this is occurring while I am running late for the work shift I had to alter to return the vehicle.

So after several minutes of telling him I wanted his boss's number, he finally gave me the name of Phil ** and the according phone number to contact him at. I left him a message and have not received any word. I also spoke with Marsha from the regional office in Northbrook and have heard nothing. I told Julian I was disgusted with his customer service and would be speaking to his boss. He laughed in my face several times. I was about to make my payment (with no compensation for my time or regard for the problems they have caused me). I asked what car I was going to be switched in. The weather was incredibly rainy and I needed to come into work ASAP. Mr. ** then tells me he cannot offer me another rental because an unauthorized driver had been driving the car. I was in shock. I had been the only one driving that car. It is impossible anyone else other than myself had driven that car.

He then begins to say the car also smelled like smoke. Another impossibility, as me and my daughter have asthma and cannot be anywhere near smoke. I should not even have to mention that it is also illegal to smoke in a car with a child in the city of Chicago, as of 2015. Why he had not told me this before I told him I was going to report him to his boss, I do not know. I became infuriated. Not only had they given me no choice except to take a day off of work and defamed my character to my entire family, he was now telling me I could not be switched into another vehicle, leaving me in the thundering rain to walk to work. Mr. ** also made a derogatory remark insinuating that my card probably wouldn't even go through. Why is that, Julian, because I am a single woman of Latin descent? After telling him I wanted to speak to his boss several times, he then says his boss is the one who told him I could not be put in another rental.

I asked why he hadn't let me speak to him and he said he was too busy to talk to me, a valued customer. I was left to walk in the rain after paying thousands of dollars to this company for their services over the entire period of time I've done business with them. They do not care about the problems they cause their customers, even when the problems come from Enterprise directly. This isn't the first manager of a Enterprise that has given me problems and a horrible customer service experience. Manager ** from the Enterprise branch on 4314 N. Western had also given me a hard time and made me late to pick up my daughter from school. I filed a complaint against him and haven't received any info regarding the situation. Is this how all the managers are of the Enterprise branches on the North Side of Chicago?

Do you give your managers the authority to run credit cards, then put your customers names on a stolen car list? Are your managers trained on proper customer service before given the title of Manager? If not, I highly suggest that you start, because as a valued customer of many years, I am incredibly upset and offended by the improper treatment, racism, sexism, false accusations, slander and no reimbursement or reparations to amend the strife this unfortunate situation has caused me and my family.

Original Review: April 9, 2016

This is a warning to the public who rent a car from a Enterprise franchise. Before you sign for the vehicle take your time and inspect the vehicle and take pictures for your own protection. They have a habit of accusing customers of damages they did not do. It seems this is only happening at the franchisees. The investigation takes 2 weeks and is only one sided. The end result is you will pay.

After a few days the car turned off. I immediately called Dustin and he said that I made the second person who called that said the car turned off. He stated that he had called the manufacturer and they said that it is common for the newer vehicles to do that. Also, I told him how the gears shifted hard but he continued to make excuses. Not one time did he say or offer to have Roadside Assistance to come and change out the vehicle. Yet, he said that I could drive the vehicle who had these issues back to his location which was keen 40 minutes away from where I was or take it in to the Franklin Location which was about 30 minutes away from the location at that time. Unfortunately, my daughter was in and out of the hospital; therefore, my focus became mainly my daughter. I had paid the week before although, Dustin never offered to resolve the issue by calling Roadside to change out the car.

He charged me $194 and called back the following week and spoke to one of my family members and said that I owed a lot of money to them. Well, things spinned out of control more. My daughter went back in the hospital which Dustin was informed of the issue. Enterprise called a lot but never offered to refund my money or change the car but asked for more money for a vehicle that did not properly work but cut off. On last Friday, 3-11-16, Enterprise came and picked up the car without informing me. They never knocked on the door to talk to me but seen me go to the mailbox to pick up something from the hospital. They never asked for keys but called someone to pick up the vehicle and left.

Prior to this incident, I told Dustin, that I was going to call this corporate to see what can be done but he said, no don't do that! Now, I see why because how they picked up the car. When they picked up the car, my daughter's prescriptions were in the car that needed filling. I have file so many complaints regarding the way this was handled and requested that the Regional Vice President to called and I never received a call from the Vice President. Gary from their Risk Management called but talked about me coming to them to pick up my and my daughter things.

Tammy ** the Executive Assistant called today on 3/18/26. She was very unprofessional! I asked did they received my complaint and she said, "you will get tired of complaining, running out of people to complain to and no matter what I will get the complaint. You have 30 days to get your things." I requested that she never call me again, that I requested the Vice President to call me and she said "every complaint will still come to me."

She then stated "once they authorize the rental for you call and let us know and we will get them to take over the bill. Your card will not be charged." So I completely trust this employee and drive off and go home. The end of the week arrives and I get a call asking if insurance is going to take over and I inform them that the insurance was still investigating the claim and once I got word I would contact them immediately. Unfortunately for me, the driver that hit me and was at fault was unable to give a phone statement so his insurance company was waiting on a written statement. Finally two weeks later, liability is assumed by his company and I have them contact Enterprise to get my rental car taken care of.

I contact Enterprise the following day to make sure everything is good to go and I'm told there is $387.00 that I need to pay. Shocked, I ask for what. The guy explains that the damage waiver is my responsibility if insurance doesn't cover it. I go back to the day I got the car when I said "I only want what insurance will cover." So I contact Metlife in an attempt to get them to cover this fee and they inform me this is "extra insurance" and isn't necessary if I am already insured. At this point I'm almost in tears because not only am I in a horrible predicament of having my car totalled and now having to look for a new one and take one that expense but now I clearly was taken advantage of and misled to sign something that wasn't explained to me clearly. So I go into the location (Slaughter - 78748 in Austin, TX) and I speak with the manager.

He begins to list excuses as to why she might have told me it was covered by insurance. I explain that I don't have the money to pay out of pocket for something I clearly didn't understand I would be paying for. He then offers to take 25% off. He asks me if this is sufficient. I explained (in tears at this point) that no, nothing out of pocket is okay for me because I'm already having to find a new car. And now I have this extra expense for something I was basically lied to about. He then lowers it to $183.90. Again he asks me if this is okay. No, nothing is okay because I was taken advantage of and told that something would be covered that isn't and that I didn't even need. So here I am, $183.90 in the hole because an Enterprise employee misled me to believe this charge would be covered by insurance.

The manager said he would re-train her however that does nothing for me at this point. My stress level is beyond high and I'm now out almost $200.00. What a sad and eye opening experience. All I needed was for the manager to remove the charge that I clearly was misled to believe would be covered and I could have gone about my day. Instead I am stuck figuring out how I am going to pay for this along with all the added stress. Such a horrible and disappointing experience. I attempted to get on the website to go above the manager at this branch but haven't had luck finding the contact information. I work for a city and we would never be allowed to conduct ourselves in the manner this employee did. Clearly customer service is not a priority to the worker or the manager...and for this I will never work with Enterprise again. I will also share my experience to warn others so they don't end up in the same predicament as me.

I asked the gentleman on the phone if I would be able to trade in the Dodge Ram pickup truck to a transport van once I arrived in Florida for the duration of our trip and to make for a bit more comfortable ride for everyone when we were to drive back home and I was told at the time of making the reservation that they would certainly be able to accommodate me. Everything sounded great when I made the reservation on the phone a few days prior to me picking up the Dodge Ram pickup truck.

When I went into the office on the day I reserved to pick up the vehicle I was pleasantly greeted by an employee named **. ** pulled up my reservation and upon review and many questions later the rate suddenly I was informed that the rate went up and raised from $337 to $505. When I asked why the rate has raised $168 I was told that because my brother couldn't use his debit card to hold the funds. The only way I could use my credit card is if I was added on as an extra driver which would cost an extra $10.00 per day. Then because I was taking the vehicle to Florida I would be charged another $10.00 per day (remember I had already discussed with the man on the phone when I made the reservation that my destination was going to be in Florida).

At that point I was stuck in the situation and had no choice but to just accept whatever they were going to charge me because my brothers had already drove 4 hours from their home to my house to make this trip with me so I couldn't really back out now. With no other choice I reluctantly just accepted whatever they said and rented the truck. We finally get on the road to make the trip and arrive in Florida without any snags. We get everything unloaded so I could trade in the truck for a transport van at the nearest location in Florida.

I called the employee, ** at the Waterford. Mi. location so he could assist me in trading in the truck for a transport van in Florida. Very rudely and disrespectfully ** had said that I could go ahead and call an Enterprise Rent-A-Car location myself down in Florida to trade in the truck for a van but in doing so I would be charged a very hefty fee because he had made the reservation for round trip, not one way. He explained that I would have to turn the vehicle in and rent a different vehicle for a one way trip instead of just simply trading it in for a van. He said the reason for the hefty fee is because trucks are not as desirable in Florida as they are in Michigan.

** had made it very clear to me at that point that I was a burden to him and that he did not want to waste any more time discussing this situation with me and that he was not willing to help me in any way. I couldn't even believe my ears. I have never encountered someone so rude and disrespectful in my entire life. When I tried to call the Enterprise Rent-A-Car in Florida for 2 days straight I was told that they had no vehicles available so I was left with no option except to just drive the pick up back home and drop it off at the same location that I originally rented it from. Beware of Enterprise Rent-A-Car!!!

Another lady stepped over at this time who appeared to be the manager to find out what was going on. I explained again to both of them that I already had travel insurance so didn't need to purchase extra, to which again they both said they needed to confirm. The whole concept of travel insurance seemed to be a mystery to them. The manager then informed me however that they wouldn't be able to call anyway as their phones could not dial internationally, so if they needed to make a claim they couldn't get in contact.

To purchase the insurance I apparently required through Enterprise was going to add another $200 USD to our reservation. I asked what the insurance was covering as, again, I already had coverage through my travel insurance. After a lot of fumbling I was told that the insurance was to cover their car if I damaged it. Once my group and I heard that we were out the door, as it was starting to seem more and more like a scam. Why are we paying for the insurance of their vehicles? I have rented with multiple other companies including Budget, Alamo and Hertz and have never experienced any issue relating to insurance. Once I have informed them I am covered they are happy. It's obvious that Enterprise are not equipped to accommodate international drivers who have their own insurance.

On 3/29/16 noticed there was another charge for extra day on my credit card so again I called Kentucky office. They told me that Neenah office closed out the ticket, to call them and so I did. Well come to find out J.B. at Neenah fed me yet another line of BS saying how the office is closed on Sunday and so you get charged. Well then why do you have a key box in front?! So nothing was done again. So after all the extra charges that they nailed us with we could've flew home. I will never go through Enterprise again. We were quoted $32 for GPS, $24 for gas, $230 for one way. We were charged $373.91 plus the extra day we didn't even have at $89.54!

We started to pay our account weekly instead of bi weekly so that we could monitor this. We paid last week, double checked when next payment would be due and the amount, got told the next Friday (so this Fri Apr 1, 2016) the amount of 186.00 due for one week if we stayed in same vehicle. We then get a call yesterday to say that somehow our account is behind by over 600$, when asked how we got told we needed to come in to the store ASAP to see the paperwork. My husband and I both work during the day and asked if it could wait till Fri when we were off and normally come in, just to be informed no. I spoke to the regional manager who was equally as rude and inconsiderate, was told that we owed this money but could not explain how, that he didn't care if we lost our jobs to come in there, amounts he claimed owing was first $200, then $600 and then $800.

Went in to the store, looked at their paperwork, dates of a couple payments were wrong on their systems or not showing at all, so provided them with bank statements to show them when account was paid, they could not explain this. They could not explain why they tried to access our credit card for additional amounts even though we paid weekly now and paid total amount they requested. Informed us we had till Friday to pay $650, (which again a different amount) or it was going to collections, had us return the vehicle and still could not answer how we all of a sudden owed them this large amount. Very disorganized, disrespectful employees and I would say shysters. Not happy at all, have placed call to their head office, waiting on return call. Will keep going up the ladder until someone can explain these amounts and answer our questions. Would not recommend the Enterprise car rental store in Orillia, ON Canada.

After my little vacation of which I was moving stuff back to NY and I mean a whole car full of stuff, I left and started heading back up the east coast. I hit SC and after a little bit looked down to realize my tire pressure was low. I figured I did a lot of driving and probably just needed air so I decided to pull off at the next rest stop. After about a minute I looked down again and the tire pressure was at 5. So I pulled over and while freaking out remembers what the guy had told me. I pushed the button and was disconnected. Freaking out I pushed the button again. Then again. Nothing. It said "sorry onstar is not available in this vehicle".

My glove box was blocked with my things I packed so tightly in the car and I had no idea what I was supposed to do traveling down i95 by myself at 10:30. I did not want to get out of the car because I'm actually afraid of the dark. I'm 23 years old and I DO NOT go outside at night or even sleep in the dark due to this. I know it sounds pathetic but I always have been and always will be just like some people are afraid of snakes or spiders all their lives. I'm afraid of not being able to see what's around me and think the worst about what could happen.

So anyways... I finally decide to google and find enterprise roadside assistance. The lady who I was speaking to asked me if I was safe and I said "yes but I am by myself and it's dark and I'm scared". Then she asked where I was. I told this lady I was between this city and this city on i95 northbound and mile marker whatever was right in front of my car. She said "that's not good enough". UHM WHAT DO YOU MEAN NOT GOOD ENOUGH. I BASICALLY GAVE YOU COORDINATES.

So after about 20 mins she finally decides to tell me someone will be coming to either tow me or put a spare tire on. She asks me if there's a spare in the trunk and I of course did not know (figure this should be policy) and asks me to unload my trunk on the side of the road and check. So pissed off and scared I did... Threw everything from moving on the side of i95 (totes and clothes and little things) and found out there was a spare. I then left everything outside and got back in my car because I again am scared of the dark. So now I'm hysterical.

She then tells me the guy is on his way and should be there soon to put a donut on. I literally just started my trip back north and I realized you can't drive on a donut that far. I asked her "maam is this safe to drive on all the way to ny" and she then told me I would be fine. I knew this wasn't right and I started freaking out. I waited for the guy to arrive and change my tire and he told me that that was not enterprise policy and I should be put in a hotel room for the night till a location is open to exchange the vehicle or they are supposed to deliver me one.

Angry as ever I called back and thankfully got a different lady who was educated and so nice and helpful. We tried every airport around me to see if they were open but none were and it was decided to stay in a hotel and be reimbursed when I return the vehicle. So I found a hotel, waited for the donut to be put on, the guy put my tire in the car for me and I'm looking at it and it seems to look like it was a plugged tire. Not a new tire. It literally had a plug in it. Is that even safe? Or legal? So I get to the hotel and situated and I sat down and then realized I was never told where to take this vehicle. So I called back again. I was told Florence airport.

Of course from being upset I could barely sleep but I knew I had a long day ahead of me and eventually cried myself to sleep. I woke up at 9am the next morning to check out by 11am and headed to Florence airport where I was told everything would be set up for me when I get there. I walked in and told the guy my name and he looked at me like I had six heads and then I told him what happened and he said "I don't know why roadside tells everyone to come here because we don't have a car for you." My jaw dropped and with a basically evil look on my face I said "are you ** serious. I need to get back to NY". He then asked me to sit down so he could see what he could do for me.

About 20 mins later he came up to me and said "I have a car for you. It's a little bigger but at least it's something". I at that point did not care. I just wanted to be home safe. He gave me the keys, walked outside, did the normal enterprise check of the car and then walked back inside. I had a car full of things to load and unload by myself. It took about an hour to transfer everything and then I was on my way back home. The guy called me the day before I was supposed to bring the car back and asked for this story. I had things to do that day and had to move everything up two flights of stairs the next day due to no one being home when I was there, after moving it out of a car. I returned the vehicle the next day. They of course closed at 1 and I couldn't be there till 2 so I was a day late. And they're not open Sunday's so I was supposed to pay that day too? No. ALL BECAUSE OF WHAT HAPPENED - NOT BECAUSE OF ME.

I have called customer service, I've called the location manager, I've called these people more than they have me. Calling everyone my reimbursement for a 620$ vehicle. $120. You have got to be kidding me. I have never been so dissatisfied with a company. I will NOT recommended them to anyone and next time if my car doesn't have working onstar they can find me one that does because I will not be in this situation ever again thinking I could die on the side of i95. There's no reason it shouldn't have and there's no reason I should have been treated this way. I am not just a customer I am a member and have always had a positive experience. Moral of the story: Enterprise roadside assistance sucks and the company is full of liars. Just want it to be known your policy is full of it and this is not a award winning customer service review like you claim.

If this is Enterprise's policy, then write it down for the customers. Are the customers supposed to read the policies in between the lines or is the company supposed to write it on the paperwork? The manager was about young with no tact, no business etiquette, and certainly did not know how to deal with an upset situation. He kept repeating himself over and over which only aggravated the situation because a customer needs an answer. In the end, he told me he wasn't going to apologize. I wasn't getting anywhere, so I asked for the supervisor's name and phone number and left to vacuum my car at home. Otherwise as the manager stated, "If you don't clean it, I will charge you $150." 4x. I will never rent a car from Enterprise again. There's good competition out there. PS the Supervisor has not yet called.

I tried and tried to call them and was on hold over 20 minutes five times! NEVER answered! Finally, afternoon on day three, I finally get someone to answer, and they said they had a car for me! WHY DID THEY NOT CALL ME TO TELL ME THAT??? (I had given them my number three days prior). Because they are morons, that's why. No other possible explanation.

Then, Frank said THEY WOULD NOT COME PICK ME UP! I pointed out that this is the first thing Enterprise tells you on the phone, on their literature, hell... It's their MOTTO! Too close to closing time (25 minutes before closing, to come 8 miles in very light traffic!) he said I needed to arrive before 5 PM or I would have to wait for another day! I asked if he could wait for maybe five minutes since I wasn't sure if I could reach him by cab in that time, and he said NO! What a JERK! I've had it with Enterprise. I'm a thirty-year long customer!!! Never again. They did give me the car for free for two days, and I appreciate that, but the level of incompetence, inconsideration and unprofessionalism was stunning. Avoid them. I will!

The Enterprise agent then said they would charge me GBP1,000 for the damaged tire, which is a preposterous charge for a Mazda 3 tire that costs $100 at the most. I also stated that, if they were going to charge me, I wanted the damaged tire, but the Enterprise agent said they were not able to give me the damaged tire for safety reasons, and there was no mechanic present. I am disputing the charge because I think this is a scam because I did not buy the Excess LDW insurance, the charge is preposterously high even if I had caused the damage, and they refused to give me the product for which I paid - the damaged tire. Enterprise has since charged my credit card with $1,240.00, and I am disputing the charge with my credit card company. I am with the U.S. military based overseas, and I will not accept getting ripped off by an American company. I will fight this outrageous behavior in the various forums.

We were leaving to go out of town early the next morning. This completely cancelled a trip and our lodging reservation was lost. There was one rentable vehicle in the lot at that time and I told him we would take that one. He said it was already rented... What? I had rented a vehicle and he didn't hold one for me. I regret that I did not get his name as Enterprise should be aware of their agents' actions and customer satisfaction. However, after reading all these reviews, they have to already know the situation. This is unacceptable and the agent and Enterprise should be ashamed of how they treat customers. Take my word for it... Never rent from Enterprise, especially the one in Tullahoma Tennessee.

With the stress of this and other things, I totally forgot about the 135 I had paid until 3 days ago. There it was on my bank statement 135. I phoned them and was told they would phone me back. So I waited and waited. In the end I phoned them back. The message on the other end said, "this branch is now closed." I phoned the next day and spoke to someone who hadn't been there the previous day and could she phone me back as it was busy.

Again I waited and waited. Yes you guessed it, they hadn't bothered again. I phoned today 24/03/2014 and explained to a rather miserable sounding chap. He said he would put me on hold. He came back a few minutes later and said I couldn't have a refund because it says about the 200 deposit on web site. I don't care what it says, they still owe me 135. How can they keep my money, when I didn't have the goods. How can these big firms be allowed to get away with it. Can see where they make their money, by screwing Joe Public.

She was calm, professional, courteous. Really just wonderful. She even offered to bring the car around since it was rainy, windy and cold outside. She turned my day around. She's is a stellar example of someone who knows how to handle a tough situation. I should know. I run a customer service department at my company. We are responsible for millions in revenue each month. Diane has that indefinable quality that simply can't be taught. Thank you, Diane!

Now here is the thing, not only is it insignificant I never parked the car except at a gas pump, I spent all driving time on I-95 or it was parked in my drive way. I know I did not do it nor did any one else have the chance to do it. Makes me wonder how many times this claim has been made. It is like the secret hard to see bump that they can scam the renters.

I phoned repeatedly every week and they said two weeks after on the 4th of March that the car was fixed and that they had to process it through the main office in Winnipeg. Then the main office in Winnipeg says it needs to be processed in Toronto? What in the bloody hell is going on? Do they owe me money? Do I owe them? I don't know because no one will tell me anything! And this last time I phoned they did not even pick up the phone. It went straight to fax. This company shouldn't even be an establishment. They are so shady. And watch, they probably will try and get collections after me for not paying when they haven't even sent me a frickin quote! DO NOT EVER GO HERE!

I arrived at this location and the guy said he had no vehicles. I informed him that I had a reservation and spoke with someone a few hours earlier that stated they had plenty of vehicles. The guy said that it wasn't him that I spoke with; however he was the only one there at that location. Needless to say I didn't get any vehicle and had to go to a competitor. I will NEVER rent from Enterprise again and I will inform everyone I know about the experience I had.

Here is the kicker. In the 3 months I rented the vehicle I never had a compact/economy vehicle. I paid the higher price for an intermediate or full-size vehicle. With that said, if I wanted to cash my points in on a intermediate/full-size vehicle, it gets me one free day. Therefore I spend $3,300.00 and at the end of the day I get one lousy free rental day which is equivalent to about $50. You do the math. To add greater insult to injury, I should have been a platinum member at the end of my rental due to the number of days I rented and given 20% in bonus points. Instead I was told the calendar year runs from January to December so as of January my rental days started over although it states in the membership packet that the calendar year runs from February to January 31st. Their loyalty program is a joke. I will never use them again and would encourage others not to as well.

However, before giving me the car, the sales representative asked me if I wanted to purchase the Damage Waiver insurance. I told her that I had liability insurance and she told me that liability insurance was not good enough and that I would need to purchase the Damage Waiver since I did not have collision insurance. Any consumer in my position would take this as "you can not drive off the lot until you purchase the damage waiver". So I purchased the waiver and went about my day.

The rear end accident took longer to fix than expected so it was not until February 8th that I got my car back and returned the rental. The Damage Waiver costs came out to 142.87 and the offending party's insurance refused to pay any of it. I then did extensive research to figure out who would cover that cost. I re-contacted the Enterprise agency and specifically asked the agent if I was able to drive off the lot with simply liability insurance and he said that if I did not have collision insurance that I would not be able to leave with the car. This began a three week long game of phone tag with my credit card where I discovered that if I had refused the damage waiver that they would have covered insuring my rental. Mind you, that Enterprise goaded me into buying the Damage Waiver while acting as if I could not leave without purchasing it.

I then called Enterprise today (as I was unable to get ahold of the credit card company until today) which is about a month and a week after the invoice was given to me. I asked if there was any way to provide a refund (partial or whole), since I was incorrectly told that I was required to purchase the damage waiver. She apologized for the "mis-information" that BOTH of her sales representatives had presented me with and informed me (much too late) that I was legally able to drive off the lot without paying for the damage waiver since I had liability insurance and a discover credit card on file that would cover my costs.

While the sales representative was polite, she told me that refunds could not be given after a certain amount of time. When I explained the phone tag with the credit card company, she said she understood but that it still had been too long. So then I asked what the maximum amount of days to get a refund would be to which she responded that there was no set amount and that it was decided on a case to case basis.

To the normal person, 142.87 may not be a large amount of money, but to me, that is a substantial amount of my income. I would not be out of that amount if the sales representatives at Enterprise had presented me with my options instead of unethically presenting that I had no other option except purchasing the damage waiver. While I can understand the nature of business and attempting to make a sale (as I have worked in sales myself), having two representatives tell me something that wasn't true regarding insurance that is supposed to be optional seems very un-professional and "scammy" to me.

Like I said, I don't intend to slander Enterprise, but I believe that consumers should be presented with their options instead of being incorrectly led to believe that they MUST buy something that the rental agency CAN NOT LEGALLY force the consumer to buy. It's underhanded, unethical, and I am out of $150 because of it. And at least try to resolve the issue or something before just saying that there is nothing you can do when in fact your own response indicates that you do have the power to do something, but that you are not going to do it. So remember renters, you don't have to buy the damage waiver if you have Liability Insurance and a credit card that provides rental insurance. My Billing reference number is ** and the rental agreement number is ** and the invoice date is 02/08/2016.

I took pics in the beginning because I noticed he had no common sense. If you see numerous dents from the beginning he should have noted that or gave me another vehicle to rent. My lawyer is getting involved with this issue now it's out of my hands. Enterprise has really become bad business over the years. They have honestly lost their touch at keeping valuable customer service.

I had no clue what to expect with credit scores and financial things, but I was able to get my top pick car with no money down! I cannot promise that for everyone, but Mindy laid out every single possible option! Did I mention the no pressure and none of that annoying constant calling either! The entire team is so friendly, I recommended another friend currently processing her information to get a car too! The referral bonuses are kind of like winning the lottery. I don't mean to rant but being a woman looking for a car is stressful, but I had the best possible experience!

About an hour later when I went to put on my seatbelt it would not snap in. I had to push hard on the back of the seat to get it in. While pushing the seat flew back into my son's lap and scared me half to death. It also hurt my neck. It also hurt my son's leg. From then on down to Fort Lauderdale this happened every time I had to put the seat belt on. By the time I got to Florida my neck was stiff from falling backwards. My son learned to start holding the seat up so it wouldn't bash into his legs. Once in a while we forgot and ouch. My neck hurts as I write this. So I parked the car for four days while I took my cruise figuring I would take this up with them when I got back and they would graciously apologize and give me a refund or something to make up for all of this.

Got back and all the way back up to South Carolina I had the same thing. At one point I actually did call corporate and file a complaint because each time I found myself sitting backwards in my seat with my neck aching I got angry. They told me to talk to the manager when I got back. I actually was going to spend an extra day in Fort Lauderdale but came back early because I did not want to drive this contraption around. On top of all of the problems it was horribly uncomfortable and a gas guzzler. Decided not to hit the west coast beaches because of the car.

When I got back I immediately told the manager what happened. He said he was going to check it out. He then came in to tell me the seat belt was wrapped round the lever to put the seat belt back and this is why it happened. No way! The lever is on the left side, the seat belt on the right. I know this because I had to pull the lever back each time I was in my son's lap when I tried to get the seatbelt in. He gave me a $50 credit for the "dirty" window that was not "dirty" but in reality, a safety hazard. I was tired of fighting with him so thought I would solve this through corporate. I left and once I was gone I realized he didn't credit me for the extra day I brought the car back early! So I called corporate pretty mad. They didn't care one hoot. Someone took the report and said "someone would call me" to discuss what happened. That was two days ago. I have not heard from anyone.

I also have not received my $150 security deposit back in my account, the extra day OR the $50 credit. What a joke! So I will have to call again today and fight. This is a drag after a great vacation to have to go through this with Enterprise. I will NEVER EVER EVER use them again and will tell everyone I know not to use them. I had the best time and they are making me argue and fight now for my money back. No one cares and no other car company even makes you leave a deposit! I just found that out from my friends. I wish I had gone with someone else. I have been a customer of Enterprise for 7 years and even am in their loyalty club and they treat me like this? Companies like this go out of business. Rip off artists. Beware. Don't say I didn't warn you!

First, the customer service from the Damage Control Unit was the worst I've ever seen. They would send us threatening letters and then when you tried to call to discuss, you would only be put through to leave a phone message and no one would ever get back to you. We tried asking for communication via email, which they said they would do but never did. After numerous extremely frustrating phone calls, we were charged $670 for this "door ding."

What alarms me most is that I've gone online and seen very similar cases to ours -- where people who'd been in an accident where they were not at fault had to get their replacement rental from Enterprise and then were charged ludicrous amounts for "dings" when the car was returned -- and then only after dealing with a horribly unresponsive customer service through the Damage Control Unit. DRIVERS BEWARE!!! I will never rent from Enterprise again. And you shouldn't either.

When speaking with the representative at the time of the rental, he was asked about extra insurance and declined as he stated his insurance company covers rental cars. He was then told by Jordan, an Enterprise employee, that the insurance was MANDATORY and he could not rent a car without taking the coverage. Of course, he believed him and he signed the paperwork. He did not completely understand what his options were and again explained he did not want this extra insurance and charges as it was difficult enough to pay for the rental out of pocket. At this point, his car was in the body shop, he had no means of transportation, and he had no choice but to believe him. He did not advise me of these additional charges.

When the rental charge appeared on the credit card, I called Enterprise for a detailed charge as it appeared excessive. I was then told it was for the extra insurance. When I spoke with my son and he told me he was told it was mandatory, I became extremely upset and called back Enterprise. A representative then told me this was not mandatory and it was an optional charge. They agreed to credit me back for $42.50, which was not acceptable but they said I had no choice. This is extremely deceptive and fraudulent practices and procedures. He paid over $800 for the rental car and they took advantage of him.

Due to the deceptive practice utilized by your firm, I am requesting a refund of the entire amount of the rental car. I have already discussed this situation with my attorney who stated if I am unable to resolve this issue, a lawsuit will be forthcoming. I am also filing a complaint with the Consumer Financial Protection Bureau as well as the Better Business Bureau.

So one of the Chevy dealers took me to the store and the lights were off and door locked. So when we pulled up the two people in the store dropped down behind the counter. I was on fire after seeing that. I bang on the door she asked why I was mad. Like she didn't already know. She said she shut everything down. Which means she had no intentions of setting a reservation up at all. It took her more than five minutes to shut down the register and seal up the safe. Horrible experience and I have rented from them for awhile. Never again in life would I buy a rental. Even if I was carless. The manager was very unprofessional. She should be the clean up lady instead. Her mentality would match perfect.

A few days later, I contacted their customer service department again. I was told they were contacting the Dallas/Ft.Worth airport "lost and found" dept. Huh? Why would they know anything about this? I left it in an ENTERPRISE RENTAL CAR! Nonetheless, after contacting them again for the third time, they (of course) said that my notebook was not located. I find it hard to believe that their clean-up crew didn't find my notebook or maybe they don't clean the cars up? If I can't get any better customer service than this, I will be forced to rent from another company. I have already notified my company (we rent cars by the hundreds every year). If everyone here is so dissatisfied, as I am, let's spread the word. Use social media or any means we can to let folks know about what terrible experiences we have had with Enterprise Rental Car. I don't know about everyone else but, I am sick and tired of "customer service" being a thing of the past.

I got very disappointed and annoyed by such a trashy service and wanted to call their managers or complaint department, but it seems there is not such a department defined in their company or at least in their available telephone directory, or their revenue is enough that not to think about these issues! I found out here the ranking of their service is 1, so I wrote this review to share my painful experience as well.

I asked Enterprise agent on what has changed since the day I returned the car. When I returned the car, I was told that I need to pay only $17, now why he is asking me to pay more. I didn't get proper explanation. When I booked car, I asked for a car that would cost $30/day, so I will be covered by my insurance company. When they offered the car, they said it will be less than $30. But I ended up paying $17.

Today I received a letter from them asking me how I am going to pay for the damage that I didn't cause. Reading the others reviews I am sure this company is not serious in what they do. It is a shame that it is still renting cars. Their business is collect deductibles fees and do nothing else. They are already with my money. I am sure the car is being rented again, before even be checked for a properly professional that could say what could have caused that kind of damage that was there already when I picked the car. They are used to do that. Read the reviews and DO NOT RENT A CAR WITH THEM. Shame on you Enterprise.

Well, turns out that address they gave me was wrong because they recently moved. It was freezing today, no hat, walking on a busy road and I can't find it. Check the email, and call the number. It's an automated number. The #1 get directions does nothing and goes back to the main prompt. I figure out how to hit #4 to talk to a local representative. I reach a young man who tells me "Oh we moved. We're just south of Lake Cook Rd. You'll see the big Enterprise sign."

So I walk in heavy traffic for a bit, dodging cars, mud, and sleet, and find this place. Not easy to find as it's more of a "Used Car Sales" Enterprise; I need to walk past two doors to get to the car rental door. Nobody is there. Two young men walk in. Exchange friendly greetings. Things go fine except one thing — if you don't have a credit card you need a UTILITY BILL! (I don't believe in credit cards but have three debit cards with Visa logos but that's not good enough for Enterprise). "That's basically how we do a credit check" the manager says.

The manager there -- a little tiny young man who reminds me of that blond-haired Slytherin kid from Harry Potter movies, tells me "We called and left you a message last night that you need to bring a utility bill." Well, that was not true. He did not leave me any message but rather someone else. I ask what number they had. He recites it and it's NOT the number I provided yesterday. It's from ten years ago from when I probably rented last from Enterprise. Well, that's stupid. He didn't reach me. I doubt he even listed to the name if there was one on the other person's voicemail.

I think this guy was on some perverse power trip. He would not budge. I literally had tax returns, 1099s, bills and statements from everywhere but I needed a magical document from a utility company matching the address on my driver's license... I had recently moved. Really, really hard to do business here. Policy is bogus. If people really want to commit fraud (which is what they are nervous of at Enterprise), they'll figure out a way. Oh yeah, and this guy has the balls to tell me "We are not Google Maps." They refused to admit the corporate-based email showed the wrong address. No apologies from them. What a gem. End of story. I went across the street to Hertz. They did a real credit check. Got a car for two days no problem.

About 10:00 pm, called Sky Harbor, put on hold for 18 minutes. Finally was answered by a young man. I asked to confirm our reservation. By this time, I had located our confirmation number. He said as long as I had the number, I was fine, no need to check. I wanted to discuss setting up for a better car. He said that it could be handled when we came in and we could see what was available then. I just wanted to make sure we were set up for the reservation since I could not confirm with the central reservation agent. The Sky Harbor agent once again said I did not need to worry and that I was fine as long as I had the confirmation number. I was not satisfied with this answer and asked to speak to the manager. The agent quickly said "OK", quickly clicked off, and I was switched to the central call reservation center where there was no manager to help me.

The agent at the call reservation center had no idea how to help me. The Sky Harbor agent was uncooperative, rude, short with me, and not courteous in the least. This is our 5th time renting from Enterprise and we are sorely disappointed at the lack of customer care. All I wanted to do was confirm our reservation and see about arranging for an upgrade and was basically told, "We don't give a **, check with us when you come in and we'll see what we have". I called the Sky Harbor office back, was put on hold again and after 10 minutes was cut off, never having anyone answer the phone. I then called back again and was cut off after about 5 minutes of waiting, again, no answer. I had been told by the central reservation agent that Sky Harbor was a 24/7 office.

I called again and, after about 5 minutes, was automatically switched to the reservation call center again. This time, I was able to confirm our reservation with the gentleman at the call center. He said he could not make any upgrades from his position. I would have to see about and upgrade when I checked in at the Sky Harbor facility. I said I would do that. I then called the Sky Harbor facility again and after a 10-minute wait, someone from Alamo Rents picked up the phone. She explained that there are agents for Enterprise at the desk, but they do not answer the phones after a certain hour and don't answer until 6:00am. The agents are there to assist customers who are returning cars or picking cars up. They do not answer the phones. Really? I found it all very strange.

I ask if you think this was good customer service. If you were me would you come back to Enterprise? I have no choice this time as it's too late to change and I am locked into a Vacation Package deal. It's the vacation agency that makes the arrangements. I will most definitely be speaking to that agency also. Perhaps they will find a new car rental agency next year. I hope you can talk to that young man at the Sky Harbor desk. He needs a truckload of customer service training. The time was about 10:20 pm on Friday night, Feb. 26th.

I asked my son who I had dropped off at school the morning I returned the car if there was any smell and he told me it smelled like a new car. The only other "filth" was maybe some sand that had been tracked in and the normal road dust/dirt on the outside. Certainly not enough to require a $150 detailing. Nothing was mentioned to me. The charge was added in and charged on my credit card with no notification. Had I known the car needed to be detailed I would have done it myself before bringing it back.

When I called and asked for an explanation Jordan responded that someone else there had ran my card because I hadn't been properly charged the day before which I had. Then Jordan replied he would put a note that only he would be able to run my card after 1st speaking with me, never settled the fact that still you cannot tell me who took my money. All of this after I actually received my taxes and he knew this. After all of these headaches I turn the car in better than before because upon rental this car reeked of cigarette smoke. I asked Jordan about my 150.00 deposit and he replied "it would be back in my account in 24hrs". It never came!

When I called and asked about my deposit I was told that my deposit was used because two payments were not properly processed. When of course I became angry because of this long ordeal of theft and more lies?? They continued to try to insult my intelligence and speak very rudely to me about my money they stole. I will never give Enterprise another cent of my money!! Ever again. What this was was theft. I want the whole world to know, and I'm not finished.

At this time the employee next to him asked a lady. She was helping the same thing. That employee did NOT go verify that lady's numbers whereas my Daniel ** went and proceeded to call all 5 of my number. My dad got woke up at 5:30 am, 69 years old. Do ask if I'm legit then he calls 2 numbers that must have changed. He says,"You gave me 2 fake numbers. I can't help you." I order different numbers. He tell me to leave. They picked me up from Ford. How can I leave? I walked to Hertz. They didn't ask a single number and got my business. Please don't use Enterprise. Use anything else.

I am thankful for getting a satisfying answer. But It could be explained well on the invoice instead of just putting the charges all together there. Thank you!

Original Review: Feb. 21, 2016

I am billed too much for the mistake of Enterprise rent a car. First of all they have rented a car without a valid/updated documents. So once the car was taken the police station because of wrong parking, we couldn't get it out. Police told that we are not allowed to release the car and can't even pay the ticket since docs are out of date.

Your employees at 5124-28 Kennedy Boulevard told us that they were going to update the documents and we should wait at police station. After waiting for 2-3 hours and calling again and again your office didn't renew the document of the car. Finally they told us to leave all documents to the police station and leave there. My fee was 185$, however you billed me 310$ which is 125$ over my regular rental contract. Police has all records of that incidence and also they have advised us to contact back to them if we receive more than our rental contract + 185$ ticket. I am not responsible of any extra cost if you have taken the car days later. Please fix this mistake otherwise I will take any legal action that is necessary. Thanks.

I thought he was the only worker on the floor at that point, because I was still waiting, but once I got up to the desk, I noticed the black female sitting at desk in the back. She never lifted her head from the computer screen. All the time I waited, she never got up to help check me in. I started my reservation with the male and was told that I would need to pay more due to not having the economy I reserved. Not a big deal for me really, but a smile, customer service and customer presentation goes a really long way. I said, "So much for customer service" and I asked "Why would I need to pay more if Enterprise didn't have the vehicle that I reserved?"

At that point another customer entered. It was only when the female in the back heard me questioning the male about the price, she got up to help the next customer. The young male still slumped over his screen, she tells him, "Just do the free upgrade." She never looked up or at me or made direct eye contact. THIS IS RUDE!!! I assumed she was "ACTING" ( I use this term very loosely) as the manager, because she gave the upgrade, but her attire was unbecoming of a manager. She looked sloppy, the dingy looking pullover sweatshirt and the uncombed hair, really left a bad taste in my mouth.

A good morning, smile, eye contact and customer service skills are missing in this branch. I have had a dealing with her before and she was very dismissive and unmoved about a refund that I never received, during that encounter also, but I just chalked it up as her having a bad day. Her snide comment about the "free upgrade" made it clear to me that they were not worth spending anymore money or time with. I've rented closed to 10 time with your particular location but this is my last time doing business with Enterprise. I think your staff needs to be retrained or educated on customer service skills and treating people with respect. After reading all of the poor customer service posts, **, your office seems to be running neck and neck with other offices for the Piss Poor Customer Service Award. Do better!!!

Four weeks later when returning the car we were billed $2068.23 which included $781.15 in insurance and additional taxes which we did not need or request. My own insurance and the credit card I was using both provide rental car insurance up to $50,000. I was completely unsuccessful in getting the local office to correct what I thought was a simple error and despite their "complete customer satisfaction" pledge, even the corporate office did nothing but have someone contact me, who did absolutely nothing.

I told the manager, Reed, about me being charged for fuel and he said he would adjust it on my next rental. I told him there would not be another rental from Enterprise as I was totally disgusted by that time, 3 hours had passed and I was still sitting there. I asked if I could pay my bill with my debit card instead of the card used to initially rent the vehicle which was a credit card that my wife had at that time and further asked if the agent could wait two days before submitting my payment as funds were being transferred from my PayPal account to this debit account which was going to take 48 hours. The manager, named Reed, immediately zoomed in on our conversation and gave the agent a NO answer to this request with a scowled look on his face. I know now your policy which is not the problem. A debit card, I found out, requires a copy of a bill with the renter's name and address.

I said to the agent and manager, I just paid you for the rental of your vehicle and now you are requiring me to produce more information in order to swap out vehicles which I, the customer thought was a no brainer, as they had all the information in their computer data from the rental I just completed. The manager not only struck down my request but did not accept a statement of my Verizon bill which I produced from my iPhone and presented to him, the only problem was that it was not in PDF format which the manager insisted on so it could be printed off. I was feeling like your employees had determined I was a dishonest person for whatever reason other than your stupid policy of starting all over to rent a vehicle.

I arrived at 12.30 pm. When it was all over with I left at 4.00 pm, over three hours later because I had spent this time trying to get Verizon Wireless to fax this location a copy of my bill but was never able to accomplish this as they are a big company as you well know and were unable to get this accomplished in a short amount of time and was picked up by my wife and WITHOUT another rental. We immediately went to Budget Rent A Car where they accepted my debit card, with a $200 hold fee, which I had no problem with and I finally was on my way back home.

I WILL NEVER RENT ANOTHER VEHICLE FROM ENTERPRISE. My specific complaint is with the manager, Reed, who never once smiled at me, nor any of the other customers I saw coming in to rent vehicles. He had a very serious look to him as if he had dug in his heels and was not going to waver nor talk to me, the customer, in a friendly manner and explain more in detail the problem. The only time I saw Reed smile was when he was interacting with his colleagues. This is where the problem began.

On the day, when I had to pick up I brought required documents and a bank statement as a proof of my address. A member of staff asked if I want to use an option by paying 14.99 extra per day and then reduce my excess (if there will be any at the time when giving van back) from 1000 to 900 pound. I told that I do not want to use that option and if anything happens I am aware of the amount I have to pay and happy with it.

After this I realized how disappointed was this person and then he said that I have to pay 1200 upfront. He said that he was not sure that if I will need to pay excess after a week’s time I will be able to do it, so I have to pay it upfront. The reason for that he found that my account was partially in a planned overdraft. I explained that this amount was borrowed by the bank, so bank relies on my income by doing that and so he can be sure that I am able to repay it. He said that he cannot see so much money on my bank account so I have to EITHER PAY 1200 UPFRONT EITHER PAY 14.99 EXTRA PER DAY to benefit from excess of 900 not 1000 (IN CASE ANY!!!).

I rejected to pay it and asked to shows it to me in terms and conditions. He could not do that so I left with the van and without the money I paid upfront for the rental (person assured that I will get it back in TWO WEEKS). As a result I was not able to fulfill my obligations with the clients and lost my reputation and money. I submitted a complaint and received a call at the end of the day from this branch manager, who apologized that it will take 2 weeks to get money back and that’s all. AVOID THIS TERRIBLE COMPANY!!!

The morning of the rental I arrived at 7:30 a.m. (I told my daughter, who dropped me off, to leave because she had a 9:00 a.m. doctor's appointment and I thought everything would okay). When I presented the water bill, I was told it wouldn't be acceptable because it was a collection notice. I explained to the manager, John **, that it was paid and had a zero balance. He repeated that he could not accept a collection notice. I told him I couldn't understand why he couldn't use it since it was paid off; he said the bill didn't indicate it was paid off (and could have been verified by accessing my Chase account online). We went back and forth as he repeated himself as if I was deaf.

I gave him the ComEd bill but he stated that the balance had to below $100; therefore, he could not accept it (the collection notice was under $100). At no time did the reservation person inform me that the bill could not be past due and had to have a balance under $100. I relayed this information to Mr. **; once again, he repeated himself, which I understand is standard operating procedure for customer service, but he only aggravated me further. He asked if I was able to log into my individual utility accounts and print out a bill; I told him I pay everything online via my checking account and could show him the payments I have made; however, this was still unacceptable. I told him I keep all my bills at my office (which was too far away) because I pay them from work. Mr. ** stated that he would need a bill.

I then called my daughter and told her to go home and check the mail for a recent bill; however, I wasn't sure if I had recently received any utility bills, as I just made payments on them. The exception was my phone bill, which I had not paid yet. Mr. ** allowed me to log into one of their computers and try to print the statement. I called my daughter back and told her to go to her appointment. I paid my phone bill online (which was only 10 days late) and printed the receipt, however, this was not enough. Mr. ** stated that he needed the statement and the website was not allowing him to download the PDF file.

I called my daughter again and asked her to pick me up (she is 6 months pregnant and high risk). I was going to go to T-Mobile and get a print-out of my statement (I have paperless billing), but they didn't open until 10:00 a.m. Needless to say, I was livid; however, I kept my cool. I did not get loud, or argue, though it took everything within me to control myself. Not only was I going to miss my co-worker's funeral, but I was going to be late for work, and my daughter was late for her appointment. I then realized that I could have used my credit card instead of a debit card and avoided the headache that I went through, but because I was so upset I didn't think of it until after I left. Mr. ** didn't even bother to ask if I had a credit card; I guessed he assumed I didn't have one. Just because I prefer to use my debit card instead of my credit card doesn't mean I'm a less reliable customer.

Though considering all the stipulations required, they probably would have found something additional I needed, like a DNA sample. In summary, your customer service failed miserably by: 1) not providing accurate information regarding the conditions of utility bills; 2) not accepting the collection bill which clearly showed a balance of under $100 which I had paid; 3) not asking if I had a credit card.

Judging by the other complaints on the ConsumerAffairs website, I am not the first dissatisfied Enterprise customer (19 so far for February 2016 and it's only the middle of the month). After I calmed down, I called back Mr. ** for a number to file a complaint, he said he didn't know it, but I could call 1-800-RENTACAR (really?!). I found this hard to believe since I am not the first customer to complain. Only when I pressed for the regional office did he provide me with a number. In addition, Mr. ** explanation of the purpose for Enterprise's policy for requiring current bills for debit card reservations (to avoid credit card checks which may hurt my credit rating, and because other customers who have used debit cards in the past have stolen rental cars) did little to appease me. Your customers should be treated as individual customers, not potential criminals.

I let my dissatisfaction be known to the Enterprise Rent A Car staff at 33 South Wyoming Ave, Kingston, PA. There were two (2) Jewish gentlemen at the counter also. When their transaction was complete, they were asked if they needed to be dropped somewhere. Once the agent saw my Retired U.S. Army Identification my niece and myself were not offered a ride anywhere at the conclusion of our transaction. So a sixty three (63) year old United States Army Decorated Combat Veteran post two heart attacks and a young lady with only a hooded sweatshirt had a nice brisk two (2) mile walk in twenty (20) degree weather to get my car from Pompey Collision. I feel I have been Insulted, Cheated, Lied to, and Discriminated Against by your company and I damn well want something done about it!

I called this morning and spoke to Andrew who acted like he had absolutely no knowledge or recollection of me giving him a $200 cash deposit as it was their policy not to accept cash. Clearly Andrew had a well thought out plan preying on me as I am an elderly woman. But I had my grandson with me who witnessed the transaction. I called the customer service number trying to speak to Chula Vista district manager but all they did was take my information and told me I'd receive a callback. I received a call from the district manager stating he also has no records of the cash deposit and all he could do was look at the facts. The fact is, this agent took my $200 cash deposit with a hidden agenda. He may think he's in the clear but I intend to take this matter to court if necessary, I will in no way allow a company employ an individual capable of such criminal type behavior and this agent not be held accountable for his actions.

I called in 33 days after first renting after a co-worker told me that's what they had to do last year. When I called, the agent told me I had to drive all the way back to the airport for them to check the vehicle (a 45-55 minute drive each way). When I told them my co-worker mentioned they could just take the mileage over the phone and renew the contract that way the rep said that would be fine. That wasn't an option at the start of the conversation, however.

Two of my other co-workers did the dutiful thing and actually drove their vehicles back to the vendor on the first 30 day check-in. When I told them of the over the phone option, they were very upset over their wasted time. We're all working out of town for an extended assignment. That minor detail had a real opportunity cost. Not only did they spend 2 hrs+ of their personal time plus gas, those 2 hours could have been spent on our busy project or just decompressing from the strains of our busy project.

I always have a bad taste in my mouth when I rent with Enterprise. I've used them 4 times in the last 2 years (3 times for work) and each time I feel like I'm being sold or oversold on options, benefits, etc. I feel like they always have less in stock than advertised and that I'm made to feel like I'm lucky to get a car from them. Their staff is usually friendly, but that's about it. When I rented for personal use about 6 months ago I literally called 5 locations in the area to find a car. I guess they also have the "we'll pick you up" option from their merge with National. That's not what they advertise either. I couldn't arrange a ride even by pushing back my pick-up date and had to take a taxi that time. The few dollars I might save by going with them really gets eaten up by all the extra stuff. Not a fan.

I have read stories from others and they sound completely made up. I honestly have never had a money mix up and I read my contract. This branch manager also gives me discounts every now and then for being so frequent. She waives my deposit on my debit card (which is because you're using a debit card, NOT a credit check) so I don't have to wait for it to be returned to me. This branch screams professionalism and I recommend them 100%.

My checking account was zapped for $324.00 from my checking account. I objected to the Assistant manager and she would not refund the money. She would split the cost with me. I refused because I knew we did not need their insurance since my insurance covers the rental. What a rip off, I did not accept their offer. I felt that if I accepted their offer I would be admitting guilt. I asked for the manager and the district manager. I was told they would be in around 10AM. I did not get a call so I called back after work and spoke to Brittany ** the manager. She argued over and over again telling me they would not refund any more than half.

The next day I received a call from Brandon **, the district manager. He to continue to tell me he would only give me half of the charges and in no way he would refund the full amount. Told him "the cost to rent the car is $43.00 and $34.00 for insurance when insurance is not needed". Can you imagine how many unsuspecting people get charged these fees. How outrageous and unethical. Shame on you Enterprise. I guess the $324.00 dollars is very important to you. What a small request. Just give me the money you took from me. You have lost a customer forever for $324.00. What shame.

When I got to the location, the young lady walked me to the car. She was filling something out and I mentioned about some scratches on the hood of the car & she said "OK". She continued to walk around the car & showed me where the spare tire & jack was. She then asked me to look at the front & rear glass and check for cracks. I did and no cracks were found. I then verified the fuel amount in the vehicle. While I was sitting in the car, she asked me to initial a few spots on the contact. I did and she said "that's it, you are all done." I asked her if I should return the car to this location or to the location on Frontage Road. She told me to take the car back to the Frontage Road location.

When I returned the car, the salesman there asked me about the scratches on the hood. I informed him that they were there when I picked up the car and that I mentioned it to the young lady there. He then told me that "there's nothing on the rental agreement that says anything about the scratches." I told him that I did tell her about the scratches and she said "OK". He said that he will have to look at the vehicle history and talk to the agent that rented me the car. At that point I knew I was screwed. He contacted me the next day saying that nothing was found on the history report and the agent that gave me the car didn't remember anything about the scratches.

Big surprise there. Nevertheless, they ended up charging my credit card $150.00 for damage to the car that was there before I picked the car up. It's really not about the money they charged me. I'm just feeling that I'm being taken advantage of. And I hate that I'm paying for something that's clearly not my fault. I have been a loyal customer of Enterprise for a very long time. They WERE the only rental car company that I would use and recommend. Now I have the feeling that they can't be trusted anymore and I will never rent from them again nor will I continue to recommend them to family, friends, company or anyone.

When I contacted Customer Service, they throw me from one Customer Service representative to another one (5 representatives so far) and none of them brought a solution. They are just trying to delay it and struggling hard to make me, as a customer, give up. I'll never give up and I'm planning to bring a lawsuit to this case. I've been lied and my money has been 'seized' without an explanation. This's seriously unacceptable and please do not use Enterprise Rent A Car not to be a scamming victim like me! If I had read this board before I rented that car, I wouldn't have been cheated so bad.

I would certainly not recommend this rental car company to my worst enemy, if I had one. A total disgrace and outright incompetence and possible litigant if something happens to myself or a family members due to this unsafe vehicle! What a shame that this corporation has stooped to this level of service and arrogance. A proper response would be to resolve this issue with an immediate replacement at my home and an apology. We will see. I just hung up the phone after waiting on the line with them for roadside assistance. I called the call center which I was misled to believe it was the corporate office with no recourse.

We got into the vehicle and proceeded to back up. We ended up hitting a pole that was directly behind us putting a baseball size dent in the center of the bumper. The rep was standing close by and noticed the incident. He came over to us and said not to worry about this that it was covered. My wife and I took the vehicle home and parked it awaiting for the call to get the new tags. Four days later my insurance agent called and asked how things were going. I told her that I have not been able to drive the vehicle due to the tags being expired.

She called Enterprise and within a few hours, I received a call stating how sorry they were and that someone would be by to put the new tags on the vehicle. A few hours later I received a call stating that they were in my driveway to put the new tags on. I was not there so I told them to go ahead and put them on but the person did not have a spare key for the vehicle. I cut my lunch short and rushed over to open the vehicle for him. He replaced the tags and left.

When it was time to turn the vehicle in, I drove it to the place where I picked it up. When I gave the manager my name, her response was, "Oh yea, you're the one that hit the pole". She then proceeded to tell me that she would fill out an accident report and I could either contact my insurance company or pay for it out of pocket. When I told her that the rep told me it was covered she became very rude. She stated that I opted out of the extra coverage. I told her there was no extra coverage offered. Her reply was, "Our reps get paid to sell the extra coverage and he has been with the company for a while". Again, I told her that he did not offer me any extra coverage. Her reply was, "Well, you initialed these boxes".

Anyway, I asked her about compensation for not being able to drive the vehicle for four days. Rudely she said, "That has already been worked out with your insurance company". I asked her what/how was that worked out. She stated that my insurance company was reimbursed 1 day of rental. I asked her why it was only 1 day and how does that compensate me. Still being rude and short with me she states that I need to get with my insurance company. I walked out on that note.

The next day I contacted my insurance adjuster and told her the situation. She told me she would look into this and get back to me. Several hours later she contacted me and stated yes they did receive 1-day compensation. When I asked her why just 1 day, she replied because the manager at Enterprise stated that I had been driving the vehicle the whole time. Enterprise said they calculated the mileage on the vehicle and there was way too many miles on it for it to have been parked for 4 days. They also stated that I was in the vehicle when the person came to put the tags on the vehicle. They lied to my insurance company as well as me. I lost all the way around on this ordeal. I had a rental that I couldn't use for 4 days plus I will have to pay for a dent that I was told was covered. This has been the worse experience ever. The manager of the Clute, Texas Enterprise Rent A Car is a unprofessional, rude and most of all a LIAR.

The entire experience with Enterprise was a disaster. The prepaid fuel is a rip off. You will pay for full tank whether you use it or not, which they don't tell you. You will be put on hold forever when you call the office. They will make you think you need supplemental insurance which you don't need if you have insurance. Don't pick up a car in the rain. They put so much wax on their cars that beads the rain up and you can't tell if there are any scratches or damage to the car.

This location doesn't have their own parking lot and is in a busy shopping center so they have no clue what goes on in the parking lot to their cars. Enterprise is saying I'm responsible for the bill whether I did it or not. No wonder rental car companies have bad reputations because they scam innocent people into paying for damages that they didn't do. I would rather be stranded at home without a car than rent from Enterprise ever again. They are all scam artists and look for any way they can trick you or cheat you out of money.

The rep that handled my initial transaction, Lindsay, suggested I purchase the extra coverage offered by Enterprise that would afford me $0 liability should the car incur any damage while in my possession. After she quoted me the price that would be debited from my bank card on a daily basis for the coverage, I told her I would like to go ahead and pay for 3 days. I opted for this since it was raining heavily and it was a very large SUV compared to my little Jaguar - sure that I should be more comfortable driving it by then and less risk of any accidents. She told me that was fine but that I would need to come back within the 3 days if I wanted to continue coverage to sign and give my card to be run again for an extension. I authorized the $1 and the $49.94 for the three days of coverage, and left.

Almost two weeks later I received a call from a male rep who acted aggressively demanding payment in full for the past two weeks that they maintained extended coverage, or to bring the car back immediately. I tried to explain that that was not the agreement Lindsay and I had discussed, but he didn't want to hear any of that. I got off the phone and called State Farm at which time they extended my rental for another day because my claim wouldn't be ready until then. I did just that and figured that rep would figure out sooner or later that he was wrong and drop it.

I learned sometime later when transactions I was attempting to make with my card kept getting declined, that on 11/24/15 Enterprise made an unauthorized debit from my checking account in the amount of $82.19. This caused other transactions to go into overdraft resulting in 3 overdraft fees at $36 each. I immediately contacted Suntrust and disputed the charge giving a statement that I had no idea what the charge was for, I had no knowledge of the debit until that time, and that I had, in no way, authorized such a transaction. I asked the Suntrust representative if I should cancel my debit card in case they tried charging my account again and I was assured that it was safe because Suntrust was now aware of the unauthorized transactions from that particular business and no more would be allowed to clear.

A couple of weeks later, after making some more deposits and attempting to use my card, I again started being declined at the point of sale. Figuring they must have gone ahead and cancelled my card after all. Busy with the Christmas, it wasnt until the 30th of December that I got around to going online thinking I was ordering another card. It was then I saw that my account was grossly overdrawn! I soon realized that not only had two more debits been made from Enterprise, but there were two more pending my already overdrawn account!

I called Suntrust again and was told there wasnt anything they could do until the payments cleared! Enterprise had made unauthorized debits against my checking account without my knowledge, or consent again! On 12/08/16 in the amount of $20.00, again on the very same day 12/08/16 for 50.00, and the two pending transactions were made on the same day also with that date being 12/30/16 in the amount of $171.81 and $20.00! The result of which left me with numerous overdraft fees, return of payments that I DID authorize, and my checking account overdrawn to the amount of -232.14 where it remains to present causing me to have to pay my rent with a money order instead of the bank transfer as set up by my landlord through Suntrust because I can no longer deposit money into that account.

I have since disputed all debits against my account by Enterprise that were unauthorized, and have called Enterprise on Woodruff Rd where an employee posed as a manager and thought it would be fun to play games with me as I was extremely upset and confused, and couldnt figure out why he was treating my situation like it was some kind of skit for him.

It wasnt until later after calling the headquarters in St Louis and them having the manager at Woodruff contact me that I found out I wasnt speaking to a manager at all, but a sales rep that works behind the counter. When I related this to the manager and how he treated me as if I didnt have a clue what was going on and no valid complaint, the real manager said that it really didnt matter because he was going to tell me the same thing. He insisted that they tried to contact me before the bill got so high but my voicemail was full and that when someone was finally able to reach me I said that I would bring the vehicle back after I got off of work. I told him that I was instructed that if I did not give yall $280 or something like that, I had to return the car. I told them that if that was the case I guess I would be returning the car because I didnt owe them a dime for anything.

I called State Farm after that and they extended my rental and assured I was within my rights to keep the vehicle until the 7th of December when they would no longer be responsible for the rental. I returned the rental that Monday evening of the 7th. This means that Enterprise not only made unauthorized debits to my account, but the day after the rental was returned and then three weeks after the rental had been returned.

I asked both employees: the imposter manager and the manager Stephen ** for a copy of the contract they insist that I signed requesting extra coverage for the rental and agreeing to come back in if I wanted to cancel so that my account would not be charged other than the three days that I initially paid for. Mr. ** said that they didnt have the contracts there because Columbia handled those. He told me to email him a request for a copy of my signed contract and he would forward it to Columbia for them to email me a copy the same day.

That seems odd to me when the corporate headquarters is in St Louis. Why would a Columbia location have my contract? And if it is just a matter of emailing someone to get a copy, why can't I email them myself and request a copy?

That was three days ago and I have yet to see any contract. No one seems to have a copy of this elusive contract giving them permission to debit my account at their leisure for whatever amounts they deem fit at the time. I now have the support of Suntrust and their fraud investigations dept after reminding them that a good bit of the liability lies with them. At least they aren't making up reasons that are in no reasonable and sticking to it no matter how ignorant it sounds! Enterprise could take some lessons in corporate responsibility and business ethics from Suntrust. Hell, from my 15 year old!

One more thing: The rental was returned on the 7th of December. Why then are they debiting my account for this extra coverage two times on the 8th, and two more times on the 30th of December? And who is in charge for choosing the amounts of the debits? Suntrust is refunding my money and fees, and will pursue whatever recourse they have available to them to recover the funds from Enterprise. I only hope that they actually follow through even though it's a drop in the bucket to them. I am appalled and more than that, in awe that they are as successful as they are with the nitwits they employ and defend. They are like the parents who refuse to accept that their child could do or be wrong even though it's right there in their faces. I can only assume that Pam Nicholson is oblivious to the antics and practices of her own company. Sad.

Of course I got upset, because I didn't understand why couldn't I get the same special and I've been a consistent customer with Enterprise for years. I asked for my things back, which he hadn't at the time given them back, asked again using the word **. He then gave me my things back and I left. The assistant then took upon himself to call all the locations and told them not to rent to me. I think that's unfair and unprofessional because I was lied to. We the customers make Enterprise and the associates and I felt like I was totally handled today. It's unfair because it's no one "with order" that you can talk to if there's a problem. They automatically believe their associates (who don't tell the truth) and place people on the do not rent list and I've spent thousands of dollars with enterprise.

I called to the Lake City, SC location on 02/03/2016 and Brock was out on sick leave and spoke with Lindsey that assured me that she had reached out to the Charleston Airport location with Bill and Ginger. Once I arrived, sales representative advised that she could put me into a Ford Expedition; I then explained to her that it was not the vehicle of choice. She then told me that was the only one she had available. I then replied that Lindsey assured me that this was taken care of and I would get the same vehicle. So I advised her to provide me with the keys to the vehicle that I was returning and I would just return in Lake City. Then she said I have a Suburban; "but it's going to cost you an additional amount."

My rental pays for $60.00 per day. So I asked her how much and then I picked up my phone to send a text message and she asked me if I was taking a picture of her, and I said "you're not prettier enough for me to take a photo of you." And then she ran to the back and stated that I was being aggressive and threatened to call the police. Afterwards the representative that was in the back came out and proceeded to take care of the reservation. Once I was outside with Gloria, doing the vehicle inspection, Bill approaches me and stands directly in front of me with this frown on his face. I asked him would this had happened if I was not black, and his faced turned red and he began to say lies that I was using profanity and that was not true. I told him that he was making me feel really uncomfortable and that he needed to move away from me. I never felt so fearful doing business with any organization. I will never rent from them again.

I spoke to an agent At Indianapolis who said I could rent one way.. as did one other agent from corporate... so I booked a car. I flew from Oregon to Indy, got to their counter, just to find out they would NOT rent me a car one way (claiming it was company policy). The boy behind the counter was as rude a person as I've dealt with in a long time... His young mgr. just mimicked what he told me. Knowing I didn't have a credit card, he then states that IF I did, they would rent me a car. I said "fine, I'll call my son & he will give you that info". "Oh No..." he says, "the card had to be here, in my hand"... Now he's just taunting me. I guess he thought this was funny, leaving a disabled man stranded 1800 miles from home & over 2 hrs drive from my destination.

Bottom line there, BUDGET rented me a car, for nearly twice what I would have paid, BUT... they rented it to me. I wish the story ended here, but no. So a few days later I call Enterprise Corporate and express my displeasure with their company, telling them what happened. I was assured my complaint would be forwarded to the proper place and they gave/offered me a free rental for my problems. So this coming Saturday I fly back to Oregon, since they emailed me a free rental coupon, I would use that to get back to Indy... RIGHT!!

After several calls I was told that "coupon was good for the actual rental but not for the drop off fee, taxes, airport fees..." not that it mattered. Because I was also told I didn't have a credit card, I needed two power bills that were paid up, or some other form of ID that NO ONE carries on a trip. I told them to cancel the car and hung up! Absolutely the WORSE in the business for customer service, policy standards, and about everything else. They ARE pretty much standard across the board at throwing disabled people "under the bus" no matter where you rent from them.

When I called the claims department, the women working on my claim basically just repeated over and over that their policies and procedures were followed and would do nothing to work with me. I know there's nothing I can do but complain about this. So thanks Enterprise! Thanks for making this not so great experience (having my car in the shop for three weeks) even worse. Thanks for proving that customer service doesn't actually mean you'll do anything to help the customer. Thanks for making it easy to feel good about boycotting every establishment linked with you.

I will NEVER ever, recommend or use Enterprise for my personal or any other use. If I could give you all no stars, that is what would have happened. I made several aimless trips and it was very unappreciated. Oh and by the way, you should spend more time trying to fix your Non Credit Card Application. There are several mistakes. Looks like your employees only made it through 5th grade.

Never mind that Enterprise failed to verify his info with a physical driver's license or that this is a clear-cut case of identity theft. They're going to get their $900, right or wrong! To add insult to injury, the manager and her employee were extremely unprofessional, offering absolutely nothing by way of an apology or explanation for what was clearly a big blunder on their part. My son intends to take his business elsewhere. He's had it with Enterprises poor customer service and lack of experienced, professional employees.

My daughter had a car insurance already but still they charge my daughter for over $300.00 and they cancelled the insurance but only few days until the rent was almost over. My daughter do not know how to complain and they take advantage of it. I know how the car look like when I returned it. Nothing wrong with the hood and they did not tell me that when I returned it until we only received a bill.

I could tell it was going to be shady as soon as I the woman that helped me tried to impose their insurance coverage on me. She asked me repeatedly to sign up for it, even after I advised I would maybe put less than a hundred miles on it the whole weekend (I returned it on Monday after only about 38 miles added) and that it would just be parked in my garage the rest of the time. She then called my insurance and wrote down my collision deductible ($500) and said if I got a scratch or dent bigger than what was on some reference card she showed me that they would go after my insurance for $500.

This was a scare tactic because my COMPREHENSIVE deductible which she didn't even write down was actually much lower. The end cost was also higher than my online estimate which was never explained and was not clear on the receipt. This shady tactic was the reason why on that Monday I went with Budge Rent-A-Car for the rest of the 3 weeks that I needed a rental. They missed out on that money.

The people at Enterprise on that Monday seemed much nicer than who I dealt with, but I already had a bad taste in my mouth. So roughly a month later on 01/19 I get a letter from Enterprise saying they're charging me $12 for an admin fee and that University of North Florida cited the rental for a parking violation on "12/04/2015 @ 12:00 AM" which is how it read on the letter which I still have. First off, I never go to UNF for any reason and I didn't pick up the car from Enterprise until "12/04/2015 @ 10:52 AM" as the card states. Since it was after business hours on the 19th, I called Enterprise to appeal this on the morning of the 20th.

The service rep had no idea what she was doing and put me on hold for a long period of time to put ** a supervisor on the phone. As I explained to him that this citation was made by whoever had the car before me, he just told me that he doesn't know who had the car before me. This was an extreme oversight! He kept trying to pawn the blame off on UNF and said that they were the ones coming after me directly... Again, this is only because Enterprise gave them my information rather than the real culprit!! He continued to blame it on me and didn't assist me AT ALL!! I continued feel wrongfully accused! He gave me the number to UNF though.

I call UNF and they told me the exact time that Citation #** was written and they emailed it to me "Issue Time 8:21 AM" was the time. Proving that I didn't even rent the car yet, but Enterprise chose not to do their research before accusing me of being the one that parked there. I resubmitted an appeal online this time rather than calling so that I could paste time info, the email, and direct contact information of the UNF reps. This is what I received from Enterprise:

"Based on the information I was able to review on my end, it does appear that the issuing agency directly is holding you responsible for the cost of the actual violation and we've only charged you for the administrative fee for this violation. Based on the information you've provided, I have, however, as a one time courtesy, went ahead and submitted a refund to have this $12.00 fee refunded back to your credit card on file. This refund will be processed within 21 business days."

"To ensure that this violation is removed from the system entirely on your end, you will want to reach out to the issuing agency directly to have the violation dismissed. I have attached a copy of your final rental receipt to this email for your records. This document should further assist you with disputing the accuracy of the violation with the issuing agency directly. The times of your rental period are listed on this document."

This is complete BS because they still don't get that ENTERPRISE IS THE REASON they were trying to hold me responsible, because they didn't bother making a simple phone call to get the facts. To this day (01/27/16) I have not received an apology for the false accusations, for the hours that I had to spend clearing up their mess, or for the sheer ignorance on Enterprise's part. So now I am making my experience known. Beware when doing business with this company!

I am from Miami, the employee whom we had interacted is Alex **. He is very rude and I could really feel the change in tone the way how he addressed when we went to rent a car and how he addressed when we went with the issue. He also refused to direct to his next level representative. They claim that we never opted for an additional driver when asked for the breakdown of the amount. They sent the bill after 2 days and in the receipt no additional driver added. Now that we don't have any proof, case may be in their favor but, why would we raise our voice if we had done something illegal! Never rent car with Enterprise because it's very costly, poor customer service, they are not fair, most importantly "NO ETHICS".

Whereas I did pay Florida State toll charges. Finally, by the end of January, the tolls that Enterprise company was charging on my credit card stopped. But keep in mind, it took almost 2 months to clear off all the toll charges. You will see the credit card billed for long time.

Original Review: Jan. 21, 2016

I rented a car from Enterprise on thanksgiving holidays last year. I asked the Enterprise representative that I will pass through toll roads as I am heading to Miami. That person told me, "It will be all fine. You can pass through toll roads whatever is the toll cost we will charge you on the credit card." I rented for 5 days. After 15 days my credit card was charged with $24.89 and it was mentioned that $3.95 per toll usage day is the fees and other charges are the toll amount. I was still OK. 2 weeks later I was charged again with $12 toll amount and then consecutive week another $4.80.

It's been January and they are still charging me with $3, $4 etc. every second week. I complained and went to the office from where I rented the car. After long discussions they told me there is nothing that they can do about it. I am being charged because I passed the toll road. When I asked for how long you will keep on charging me, they told, "We don't know. It's from Florida's Dept of Transportation. They charge us and we will charge for that period." I am really pissed off. They should have told everything before when I asked them. The customer care person are very rude. They don't address issues nicely. I am still being charged. Please don't pass through tolls if you are renting car through Enterprise.

He proceeded with as why he (thought) my return inspection wasn't conducted right but still wasn't' sure as to exactly when whatever this damage was done, was done before me with the other individual who had rented before me. I believe Shantal does a great job with her inspections. I always go out with her every time I've rented and returned! I am very upset!! He told me someone would call me to ask me questions. I said "sure." I get a notice yesterday with them asking for my insurance information because they were making a claim. I was even more upset now!! This was ridiculous.

I am in shock that they could even try to put something like this on me and make me responsible. I will be contacting corporate office!! I had another coworker drive with me to get my car and who was there witnessing that this vehicle was in perfect condition when I returned it!! I was talking with another coworker who also told me that this Enterprise location has done something like this to them before. These people will be stopped!!

She asked if I wanted to pay then or when I picked up the car. I decided to pay upon pick-up in case I was a little late and there was a difference in price. When I attempted to pick up the car, I was refused, for not having a utility bill on me... of all things! I said, "Are you kidding me? Who carries a utility bill around with them?" He said, "It tells you on the website to bring it." I responded that I booked directly thru a rep of Enterprise, not the website, and was not told to bring a utility bill. I had my driver's license, voter's registration card, credit cards... and was refused a car.

Apparently, you're not supposed to debit, which most other company's appreciate. I was, and still am, livid at being refused a car I had booked through the company with no mention of this crazy policy. I have excellent credit score and own properties, but couldn't rent a car already reserved thru the company. Wow! Because my car was in the shop for another 2 days, I was forced to accept a ride with a friend to my out of town commitment. I rode in an ancient pickup truck with no seatbelt and a cracked windshield thanks to Enterprise. My next step is to point out to Costco these horrible reviews and suggest that it's a disservice to their members to have an association with this inept company.

The local branch office will say they have nothing to do with this process and they cannot help you. The Enterprise collection department is rude and not helpful. They will tell you that you should have looked on their website and that Enterprise did you a favor for paying this toll for you. They basically say there is nothing you can do and by the time this notification comes in the mail, the credit card that you used to hold the car at the time of pick up has been charged. Are the Enterprise employees just not informed of this policy or did they lie to me multiple times? Whatever the case, this is a scam that Enterprise has been getting away with for years. I will never rent a car from them again.

I can lol now however it held me up until my insurance company got to the bottom of it. Had to explain, they picked me up from location to initially GET RENTAL and I had just spoke to them to take me BACK there once I DROPPED RENTAL OFF! I was advised by an employee to contact Rob " manager " however whenever I would call I would get the runaround and as of yet hadn't spoken to him. It's been a month as of today 1/5/16. My experience was an aggravating one and I was annoyed by the worker offering me an upgrade and a tank of gas!!! Yea, that's really gonna make me go back to your location. How about a free rental for my time and frustration and a tank of gas for being patronized?

We get there and sign paperwork, and truck is not there. The guy we were dealing with said his co-worker took it to run an errand. I told him I had specifically told someone we needed to be in and out and that we needed to go back to work. Apparently the guy was at another location getting truck "washed" off of Shiloh Rd and someone had to drive us there to pick truck up. When we arrive the truck is really dirty and a huge mess. They didn't even bother to wash it and just handed us keys.

My husband saw that the truck had a lot of scratches and asked the guy if he was going to note all those effects and he said he already had. So we end up leaving with a dirty truck and late for work. When it was time to return the truck my husband took it to get washed and they said the truck had scratches, and we told them how the truck was given to us and how the guy said he notated everything. Overall our experience was horrible and we will never be renting from Enterprise again, and we WILL make sure to let our family and friends know to prevent them from going through the same experience!!!

So I booked my fares in the Eurotunnel which cost me £160. And I told my boss that I could not do overtime the following Saturday, which also costs me. When I came to collect the van, they told me I could not have one because I was taking it overseas. The man who booked the car for me hadn't told me anything about a problem with taking a hired van overseas. He must have thought that the continent is in the UK. He was also dimwitted enough to think that I could have read the conditions in a paper I didn't have. I had looked on their internet site before I booked, but there was nothing about trips to the continent. So they really should have told me, which they didn't.

When I complained about the money I lost on fares because of their fault, they put the blame on me. I hadn't explained well enough where I was taking the van. They were not going to compensate me for the loss of the fare money. They would not take responsibility for their faults. When I booked the van, I was told that the insurance was included in the price. Everything was covered. But when I came to collect it, I had to pay extra for the insurance. If I didn't pay an extra amount, I ran the risk of having to pay up to £1100 in case of damage. If everything is covered, you may expect that the insurance pays the damage. So I wasn't given the correct information. In reality, the price of hiring a car is much higher than they tell you. I don't like being lied to. If you like losing money and being extremely angry, Enterprise is the place for you.

He even had the audacity to tell the gentleman before me who was in a cast and on a knee scooter who needed a ride back that all his drivers were gone for the day. Meanwhile another agent was doing survey calls but never offered to give an injured man a ride back. Today it's part of their marketing: "Choose Enterprise. We'll pick you up." It was close to closing at 3:00 on New Year's Eve and they were just rushing. Kept locking the door when several people with 3 :00 reservations. Why schedule people then lock up and close? I will NEVER rent from Enterprise again.

I also paid £10 a day insurance ( £70) which I agreed to. This is not acceptable. I am deaf so this makes it hard to contact customer services. Their number on their site is also hard to find. I have referred the matter to the Ombudsman. The manager had the audacity to offer me 10% discount with a handshake after charging me extra on the system. The breakdown guy told me that he rents cars from Ford Rent-a-Car as the tank is always full which is the normal thing to do so that you know that you fill up the tank in full when you return it. Not 1/8th (the print on the invoice is tiny so you don't notice it) of a tank, this is ridiculous. Scotland Enterprise always gives you a full tank. I will rent from Ford Rent a Car from now on. I am absolute disgusted at this service.

Low funds... is a personal problem I agree but to have someone charge you for something you have no use of is a bit unprofessional and when I called back to see why she would do the transaction Matt explained that I saw her doing it... I didn't argue although he was 100% in the wrong... Guess I will be spending my New Year's sisterless.

This people are so sick and they be not explaining about the renting policies. We had to pay 100 dollars in extra when it was 174 but they gave us a discount off 74 dollar, and now am thinking to see a lawyer to see if I have a case and sue them for $5MN. It's for the every single dime they took from the people like us. Rent from anywhere but not this people unless or until you have millions of dollars to spend for nothing. Never ever going to rent from them. Hertz, Avis, Zipcar are way much better from this people. I have been to Hertz and Avis quite a few times and their service was freat. So once again my advice to you all: Go anywhere!!! But NOT TO THESE PEOPLE.

Then today, enterprise people came for my pick up to my house. I have given my driving license and credit card, they are about starting the process of giving me a car. When Jared, the other person who is looking for my rental today told me weekend promotion doesn't apply for today and tomorrow so the final price is going to be changed the way like Thursday and Friday for 29.99$ and Saturday and Sunday for 9.99$, I just raised a concern "what is the reason for changing price or rent on my reservation??" He told me that for these two days, weekend promotion can't be applied, then even I didn't open mouth to question. Jennifer came in the middle and called me to outside "I want to talk to you."

I just came along with her outside the enterprise rental office, she is just saying you are not agreeing for our rates and we can't rent you a car.. I said "Don't I have the right to ask why the price got changed", she doesn't listen any words and told me "Car can not be rented to you and we are sorry as you are not agreeing for our price". I said "I am just clarifying why the price has got changed, I am sorry don't say you will not rent a car." I have things planned for the weekend with my family, she is not listening anything and she is saying I will go ahead and close my reservation. Sorry about that.

This is truly unpredictable and I haven't come across the situation in my whole life in any country and in any place. That's truly irresistible, someone please do something for me or my rental. I am fully depressed with her way of communicating the things. Very very unhappy. Very very disappointed service by Jennifer, she is so rude and doesn't look for customer relations. Very very disappointing.

We were in the process of settling the amount for my car and so I continued to keep the rental vehicle. On 12/23/15, there was a charge on my account. I called the rental company and was advised that the car was approved through 12/23/15. Huh? I am still in the process of settling with the insurance company. So, I called the office on Assembly Street and spoke to Will, the "office manager" on 12/24/15 (yes, Christmas Eve). I explained to him that the insurance company and my lawyer's office was closed. I have no way to get in contact with either office, until after Christmas.

Will said they can't act on credit. My reply was, "This is not credit and I could bring the car back." Huh? It was the day before Christmas, so there is really nothing I can do before. The insurance company still owes me 8 days of rental. This company is the worst rental car company ever. I will never rent from them again. They have also been calling me to buy a car. Their customer service is the worst ever!! Do not rent from this company!

With regards to the tolls... I was not offered the option to get the I-PASS transponder prior to getting the vehicle. I guess I didn't really think about it either when I crossed a toll. But I get a letter charging me the toll plus a $12 processing fee. That's just absurd!! After talking to a customer service representative he told me the reason for the fee is because they get so many of these incidents. Why not automatically include the transponder to begin with??? Either way, I will not be renting from Enterprise again.

Well I watched for a while as this agent told this man he needed to file a claim. Well it's my turn and I gave my paperwork to the young man to check in my vehicle, no worries I thought. The young man came back in and told me he had to have the manager go out and look because the bumper seams didn't match in accordance with this I guess seam measuring tool in which was the first time I heard of this. Well anyway he tells me "I need you to call your insurance and file a claim." I said for what. "The seams didn't match so in fact this could of happen while you had the car." Well this is total BS. The manager thought he was being professional but you never tell a customer "well you just drove 300 miles or more so it could of happen then."

The reason I was irate is I never left the car out of my sight, I got gas at a station, paid at the pump and got back in to finish my drive, traffic bumper to bumper creeping to get anywhere so that pissed me off more or less calling me a liar. He proceeded to tell me to call my insurance and refuse. I then called the rental office where I picked the car up and complained that these guy have something not right here because if you came in and on your paperwork you opted out of their addition coverage and used yours they find things and tell you if you had gotten that coverage you would of been ok.

So customers beware when inspecting your vehicles, make sure they bring out that seam measuring device. You go to the side of the vehicle and looked down from the front and from the back checking to see that all your seams align. We are customers we are not auto claims adjusters that are trained to look for things like this you visual checked the car for the obvious things that you shouldn't miss and you go in your journey. This company in Philadelphia obviously is making Enterprise a hell of money.

Finally I got in touch with the airport location and all got handle quickly. I will only deal with the airport location going forward. Mr Charles told me someone from a higher level would contact me in 1 to 3 business days, today is day 4 and still dropping the ball. I'm very disappointed in the overall process but the airport staff is awesome. Will write and call until someone return my call.

After very good conversation with the rep who helped me, I realized that I had been waiting over 15 minutes. My rep took a call and I asked the branch manager about the status of my rental. He called someone and I was told they were on Holden Road. As a native of the town, I knew that Holden was not near the branch which meant an even longer wait.

I was not happy that I was not informed when I came in that they did not have any cars and stated this to the branch mgr. He did not apologize. Another 5 minutes later I told the branch mgr that I was not happy with their service and I felt I should be compensated for my wait. He said that I could drive the truck they had on the lot (only thing in the parking lot). I am not comfortable driving a truck and I rented a vehicle that was good on gas. I asked the manager if he would compensate me for having to wait and he said no. He stated my option was to take the truck with 1/2 tank of free gas or wait for my vehicle. Those options were not satisfactory. I am not comfortable driving a truck and it is a gas guzzler.

The branch mgr proceeded to tell me that I made a late reservation and that my original reservation was for 3pm. Whether I made the reservation 2 hours or 2 days prior had nothing to do with properly managing your branch and having a vehicle for a 12:30pm pick up. I asked branch manager for his manager and he wrote a number on a card and handed to me. I asked if he would call and he said no. I repeated my request and he said he will not call. He then stated he was going to "step outside because he is getting overheated" and leaves. Also, the number was to a voice mail system with no way of speaking to anyone.

Branch manager returns but still unwilling to resolve my issue and compensate me for my now 30 minute wait for my rental. He continued to offer the truck and I refused. After going back and forth (no yelling) he asked the original representative if he verified my insurance (remember I said that I took the damage insurance with them). I have never had anyone verify my insurance. Manager asked me for my insurance and I refused based on all my previous rentals. I stated to him that no agent has ever requested my insurance and If the car had been there I would not have had to provide. He demanded that I give him my insurance info and I refused because it was not required. Also, he is constantly looking at the other rental staff and laughing -- I guess looking for their approval. It is not always about the vehicle upgrade that will make everything ok.

The car finally arrives 44 minutes after I arrived for my pick up and the branch manager looks at me with a blank expression and states, "Your car is here you can go now". HORRIBLE CUSTOMER SERVICE from a branch manager who should be demoted and retrained. Not fired, because I believe everyone deserves a second chance to improve. I stated to him that he was not providing proper customer service and what type of manager was he to treat a customer this way in front of his staff. Not a very good example of a manager.

I called Enterprise 800 customer service number to file a complaint against the branch manager (not his staff). Putting in x amount of hours with enterprise does not mean that you are a qualified manager. Obviously this manager skipped a few training sessions because he is not customer friendly and should not represent Enterprise as a manager. I wish there was a way to truly rate this manager via this site. Giving a 1-star is not my rating so I choose to give a minus rating of 5 stars for HORRIBLE CUSTOMER SERVICE.

We took the car and used it for the first afternoon and then parked at the hotel for the night. I made a concerted effort to check that I had not left anything on when we left the car. The next morning, the car would not start as the battery was dead. We called the Roadside Assistance and they said we would be charged US$49 for the call out. I was not particularly happy with this as I felt that we had nothing to do with the car's malfunction but agreed as I understood that it would cost Enterprise to provide the service. We were told that it would take a full hour to get someone out to us. As we had not caused the breakdown, the car was safely parked in the hotel's lot and we were still paying for the car, I decided that we should not be inconvenienced any further and told the Roadside Assistance operator that we would leave the keys with the concierge as we went out and they could chat with them.

When we returned to the hotel several hours later, we learned that nothing had been done. We asked the concierge to call Roadside Assistance again for us and they told him that the mechanic arrived after an hour but could not find the car (the hotel car-park only has about 40 spots) and then that changed to we called but could not get through. So we ordered another mechanic to come and again waited the hour. When he arrived he jumped the car and said the battery seemed to be charging.

I was very explicit about the fact that I made sure to leave nothing on in the car overnight so that if the battery had discharged it was due to a faulty battery/vehicle. He disagreed and said to leave the car running for 30-40 mins. I told him again that I was sure it would not restart once we turned it off and he again disagreed and left. I did as instructed and dropped my wife off and then drove myself to Best Buy. I left the engine running for a full 45 minutes and then shut the car off. Of course, it did not restart.

Now, being a tourist I do not have a local cell phone so I went into Best Buy and asked to use their phone. I called Roadside Assistance again and they said that since the car shut down twice, it was their policy to replace it with another car. I was very happy and asked when to expect the replacement car. They said they do not send a replacement car but will send either a tow truck which will take several hours or a mechanic to jump start the car. Either way, I would then have to drive the faulty car myself all the way back to the airport to have it changed. I was shocked! The car they gave me is faulty but I have to take several hours out of my vacation to rectify the problem and still pay for the whole thing?! Crazy! Yes, to provide a replacement car at the location is inconvenient for them but they are the ones being PAID. I am the one who is on vacation and whose time is not being compensated!

It was already quite late and I had several plans so I asked if we could do this in the morning if I booked ahead. They said they could do it in the morning but I was not able to book. I would have to call and go through the same process again. So I decided to leave the car there. Before I left though, I had to beg building security to not tow the vehicle and to allow me to store it there overnight. I am not sure what I would have done if not for the generosity of the folks at Best Buy. I Ubered to the rest of my destinations that evening.

The next morning, I made the call again and it took forever as the agent was not used to the system so could not pull up my record for some time. I Ubered and walked back to Best Buy just in time to catch the Roadside Assistance mechanic driving the wrong way and flagged him down. He jumped the car and I took it to the airport. At the airport, I explained to the agents in the garage that I was returning the car and things went further downhill. They wanted to just simply give me another vehicle and have me pay for the entire time the car was down and for all the Roadside Assistance and all my taxis. The agent was defensive and not listening to anything I was saying but simply trying to register my level of anger to see what the least level of recompense he could offer.

After I said that I was unhappy, he then offered me one day's refund and asked if that would make me happy. Since he had not taken the time to listen to me at all, he had not idea if what he was offering was fair or not. I said no and he saw I was irate and offered me a 2-day refund and an upgrade. I still was not satisfied as that is about the length of time that I was not in use of a car for my purposes but what about all the inconvenience and stress and subtraction from my holiday, not just lack of a car. I was now pressed for time though, so I took it but explained that an upgrade means nothing to me unless the car works.

When I was leaving with the new car was the 1st time the agent actually apologized for the whole episode. Should that not be at the start? I left and hurried to rejoin my wife for our last afternoon/evening. We returned the car without incident but the experience has left us with a unwavering desire to never use Enterprise ever again.

Darrel told me if I book the rate I see online, I have to wait for 2 hrs before the car is ready. If I take his rate, it will be ready right away. I felt cheated so I told him, "I'll look, go back home and look online for a better deal." Returned home and searched online. I got a full size car for the rate of the economy size he tried to give me. That was not bad compared to the issue I'm still trying to solve. It's Wednesday night now and my credit card is still holding $347.00 on my credit card for the CAR I NEVER RENTED. I called Enterprise several times and asked why are they still holding this amount as I never took the car last Friday. They kept blaming on the credit card company. Credit card comp said Enterprise have not voided the charges.

Called Enterprise corporate office and filed a complaint about Darrel. I was told it will be escalated to VP of that region and someone will call me. It's two days now after that complaint was filed, no one called me. I called again today, the lady I talked to had attitude saying she'll submit again and just wait as someone will call. I asked if there is a phone number to call, she said "no just wait for the phone call." I am disgusted, furious and don't want to rent from Enterprise anymore.. WORST CUSTOMER SERVICE. I do not know what to do now to get this charges drop off from my credit card.

When I asked to be taken home the driver wanted to show me how much room the clown car had and that it would be fine for my needs. No mention of reducing the rate, which is important because when I asked to be given an upgraded car, which they did have, the answer was that I could have it at more than 2X the rate I had been quoted for the car I reserved and was unavailable. When I called Customer Service their solution was that there was no solution and that they were sorry for my experience. They would call the manager at the store to let her know of my bad experience. "So sad, too bad. Hope you have a good day." I have to say it is a pity as Enterprise has been generally my go to company for renting a car. What a nightmare!!!

Now after that 2 days ago I went to rent a car from them again and finally reached one of the boss guys and he told me the same thing and that they were going to cancel my reservation because they were afraid that I was trying to scam. NOW that ticked me off because they are losing business because they only allow people with good credit and money down to rent a car. I seriously hope these people go out of business. Their DM set a rule for cards they can and cannot use. If it is in my name and you can link it to my SSN why does it make a difference? Why cant you make it easier and more efficient for the customers. I cant stand people like them charging so much for a stupid car when I can go put a down payment for the amount I pay to drive one of their POS cars for one day.

This is not what I expect of a professional establishment. We were very appreciative of Mike's help and the way he tried to handle the situation, but we will no longer use Enterprise. Camile is part of your management team and he is a direct reflection of the entire company. His behavior was unacceptable for any business. I only hope that you will rectify this issue and save future customers from experiencing an incident similar to ours. It was very unpleasant.

On Wednesday the 9th when I returned the car the idiot behind the desk wanted to charge me a detailing fee claiming that I had smoked marijuana in the vehicle. I have NEVER smoked marijuana in my life and he was adamant and called me and my husband a liar and a pot head. I tried telling him politely that I wasn't going to pay for something I had not done. I could get tested every single day and I promise I will pass my test with FLYING colors. He continued to make false and VERY WRONG accusations. I have never been treated with such disrespect. They kicked us OUT OF THE OFFICE, refusing to close out the account, or change the payment info. There was a woman agent there that yelled at me and at my husband and approached me in a very aggressive manner to the point that I told her that she needs to back off and to never approach anyone like that again...

I was told to get out of the office and to deal with customer service who will deal with the payment. I called Enterprise right away and put in a formal complaint for which I was told a regional manager would get back to me that same day. I called a second time the next day and was told the issue had been escalated to urgent. I also wrote an email complaint through the website, and guess what? I have yet to hear from a manager and it's been 6 days since the issue!!!! And I just found out they charged 149$ to my company card WHICH I CLEARLY STATED WAS NOT TO BE CHARGED, not just that but my rental agreement was for 26$ for 2 days. This is the worse Enterprise I have ever visited. I do a lot of business traveling and always use Enterprise... Needless to say I never will again! I'd rather pay 50$ a day for a rental than to EVER USE THEM AGAIN! STAY AWAY!

I used a credit card and he said that the charge would probably not even show up since we would get a credit upon the return. I returned the car a few days later and according to Andrew, all was well and there would be no problem with the credit. There was no credit ever issued. When I called, Andrew lied and said I told him I only had liability insurance instead of full coverage, which he said he had received when we picked up the car. He said the $50 was for their insurance since I only had liability. I carry full coverage. Andrew lied, why would I pay $50 for their insurance when I have full coverage?

I spoke with the Enterprise company and they said they could do nothing about it as their books were closed. After pressing the issue, they offered to reimburse half or $25. I have yet to see that credit. Basically, Andrew, representing Enterprise Rent A Car, lied when he said I would get the deposit back and then lied when he said I told him I only had liability insurance! Don't ever sign anything without full disclosure or this company will screw you for the deposit!

Now mind you my husband is a Platinum member and has rented over 275 days this Year alone from Enterprise, so we have spent a lot of money with them and from the airport too. Now this is where it gets to "OMG I don't believe this!" My father calls me to let us know that a FedEx overnight letter from Enterprise has just arrived. We go and get it, and enclosed is a letter stating that they are reporting the Chevy Cruz stolen. And on the letter it states "because of no attempt to pay or call" has led to the conclusion that the vehicle was stolen, also stated "DO NOT DRIVE VEHICLE". So by this time we are furious because we have talked to them, gone in to give money, and even called corporate so it was in the file and it was noted. We have had a incident at this location with the same management, and she is prejudice and does not like my husband.

Never have we not paid our bill even when we were charged more than our reservation stated, and this isn't the first time we have extended our reservation. We have cars for weeks and we have always gone in and paid to extend. We have been customers since 2007 and rent for long durations, and our record is outstanding. So anyway we returned the car on Saturday, the day that was to be turned in, we settle the bill with CASH, and explain to the mgr at the time what has gone on. And he can't believe it he says, that the ref# we had should have taken care of all this, but the other location mgr didn't know how to access that on the computer.

That following Monday a man saying he was an investigator for fleet location recovery or something or other, and tells my husband that he needs to bring the car in, and Grand Theft Auto charges will be filed against him. My husband tells him that the car has been back since Saturday and everything is paid and clear. He said "no it don't show that" and started getting rude with him. That was not the end of it. This so-called investigator calls my sister-in-law's husband at work, we don't even associate with him. and would have preferred anybody called but him. So we get a call from the sister wanting to know what's wrong. My husband assures her that everything is ok. The next day investigator calls my husband and starts harassing him. Later that day he gets a call from his ex-wife telling him that her sister was called at work, telling her that my husband stole a vehicle.

The following morning ex calls saying that the sister was called in the middle of the night and harassed again. We have called corporate on all these separate incidents and was told that the airport mgr would call us to clear it up. My husband called the airport himself to tell them call the investigator and tell him stop calling the car is back, but the girl at the airport said it was corporate that was to blame... I have noticed that one of the prerequisite needed to work at Enterprise is you have to lie and not even good, but be underhanded, sneaky, arrogant, and a bold face liar, because if you're in any way honest you will be devoured. Today is Friday the 11th and still waiting for a call from area manager. I won't hold my breath (don't want to die from the lack of oxygen) but what I have done is contacted our area NAACP and filed a claim against Enterprise, and individual location, and as a whole. Something needs to done now.

My husband is an injured firefighter on a limited, very limited income, and is kind and courteous, and to be treated like this is unacceptable, and somebody will make this correct. Also, we have rented a new Dodge Durango, Camaro, Challenger, Charge, Maxima. If we were gonna take a car why would it be a Chevy Cruze? Duh right. Note to You: DON'T RENT FROM ENTERPRISE. THEY ARE LIARS AND COVER EACH OTHER'S ** EVEN IF THEY ARE IN THE WRONG, including the so-called corporate.

Much they needed to debit - started with 200 here and there, then 250 then 500 then 350 - random days, never rhyme or reason. Never did I complain once about that. My wallet was stolen and cars on file wasn't updated, which was totally my bad - I overlooked getting them updated as I had done on all my other account. As soon as I found out, I immediately went in paid cash towards the balance and agreed to them running 1 dollar only on my card in order to get it on file for them.

Little did they advise me they ran it for 300 then for 1 dollar even though not reflected in my receipt, not signed for, not approved - cost me 250 in overdraft fees. When I contacted the manager to resolve, he wanted to avoid resolving his team's mistake and instead without cause, warning or reason and even though acct was current and paid in full, he closed my contract and reported car stolen.

3 days later the manager pretended to be a cop, called everyone I know from spoof numbers, have fake names, threatened to bring me bodily harm, threatened my whole family that if they don't make me bring the car to them - I'm going to prison - gave my poor grandma a heart attack. Yet they had zero reason to close acct or call in stolen as even corporate confirmed my acct was paid in full up until the date they closed and called it in. Then corporate did nothing to resolve this except notify the location and let them resolve it. Obviously not going to happen with shady business practices like this.

I wanted so badly to give a 3 or 4 star review, wanted to say they started off really bad, but Enterprise corporate resolved this and made it right. Unfortunately not. The case told me they don't refund overdraft fees as a company. Yes they see everything I'm telling them is fact and they don't agree with this franchise and way it's being handled, but just turn the car in. I'm contacting the police and filing my own report against this company and their illegal business practices.

When I got to your Broadway location Monday afternoon, the counter person said I could go out and pick my car from a variety of choices. I said that was unlikely because I had ordered a vehicle with handicapped equipment i.e. a spinner knob. Much confusion in the office ensued, and it turned out that my handicapped car was out your Oakland Airport location, which is approximately 12 miles away or 45 minutes at that time of day.

When I got to the airport, it turned out that the vehicle they had for me was equipped with a left-hand control. I started the car in park then my knee brushed the control rod for the hand control, which fed gas to the engine. If I had been driving, I would most assuredly have had an accident. Eventually the local mechanic removed the hand control. Instead of having a properly equipped car waiting for me, I ended up wasting hours of time sitting in traffic and waiting for a vehicle I could safely drive. Because of this problem, I missed several important meetings my blood pressure rose to unacceptable levels, and I was put to unnecessary expense by starting my rental at a distant location which created the need for me to unnecessarily use fuel which I will have to pay for. When I asked about compensation, I received no response, only apologies for the inconvenience.

This is the second time Ive had this problem with Enterprise. The same thing happened two years ago in Philadelphia, and the station manager told me if I didnt like it, he would put me on the shuttle back to the airport. Fortunately, the regional manager was at the site, and got the problem corrected. I have a rental car is there for me in Charlotte on December 22. I am writing to inform you that if there was any delay or improper equipment, I will file a complaint for violations of the Americans With Disabilities Act. My experience has been intolerable and your companys performance has been unacceptable.

Our reservation showed that we checked the car at 3 pm when we actually rented the car at 5pm. The return time was written as 12 pm. The total price showed 68.54 when my reservation showed 61.23. First I called and spoke with Jannette who was giving me a misleading information either intentionally or out of the lack of proper training and thus, knowledge. She said that actually, it shows "military time" that's why I don't understand it right. It didn't. The car check out time showed clearly 3pm instead of 5pm when we picked up the car. That was the first information that was not accurate. Secondly, I asked her why the total price was 68.54 instead of 61.23. She said it's because the airport has extra taxes. I didn't agree to that as my reservation showed a lower number from the same airport with the same amount of taxes.

Third, I asked her why did they put that we need to return the car by 12 pm next day if we rented it at 5pm. The return should be 5 pm of the next day which would give us ample amount of time. She distorted information again saying that my husband who was signing the papers told her himself that 12 pm of the next day would be fine. I asked my husband who said that it was a lie. The more I dealt with College Station office of the Enterprise the more I couldn't believe to everything that was happening. I called 1800 number and spoke with Enterprise customer service support person who assured me that we have the right of having the car returned by 5 pm because we rented it out at 5pm. Also, Enterprise customer service assured me that the total price for the rental is 61.23 indeed and not 68.54 as it showed on our paperwork. She explained that the difference was just authorization which will be dropped.

No one signs totals with authorizations on any bills, the money was not simply added on the first invoice in error but Jannete from CLL Enterprise office could not even properly explain what the difference was standing for. I asked her to change some information in the computer, like our actual time from 3pm to 5 pm. She said she did. I asked her on the phone if she could give us a different print out not to worry that we would be late returning the car at IAH next day. She said another LIE, that she would not be able to do it. From this point, I wanted to talk to her supervisor. She said his name was Tyler. We returned to their office later and spoke with her. He never apologized a single time for all the errors. He just printed out the corrected invoice and gave it to us. He insisted that his employee did no wrong. Why then, we have 2 different invoices with 2 different numbers? He was very rude too.

I asked who is his supervisor whom he is reporting to? He said no one to. I asked him if he owned the Enterprise then. He answered yes. It looks like everyone at College Station office is very good at one thing, lying. I asked him for the contact number for the corporate office, he referred me to the 1800 number for the Enterprise Customer Care. I hope to use Enterprise service again in College Station but I do hope that next time, we will have more pleasant experience with less errors from the employees and no lies as well as no rudeness.

My husband and my child are the witnesses to everything that I described as well as 2 invoices, the erroneous one that they gave us first and the corrected one that they gave to us after we returned same day, several hours later. I would like to know that CLL office will have friendlier and more honest people working there. Ones who like to help people not ones who like to cover their errors by any means possible. I would like to know what Enterprise is going to do about this experience that we had been so unfortunate to go through.

People like us draw disability don't have nowhere to live, no credit card, no nothing like that. We don't have a chance in hell in this damn world. No one ain't making it to me now. They give me a car for a whole month free and get new management in that store up Pell City. People who don't have a credit card or a utility bill in their name is screwed by this company.

He explained that when I was finished with the car because they are short staffed to drop the keys into the drop box outside and I would be credited for the return. And he also asked to write down my credit card number in case $$ needed to be credited to my card. Finally, I got the car, picked my son up and to my great surprise had an email that my vehicle had arrived early and I could collect it the next day. I got my vehicle, dropped the keys to the rental in drop box on Thursday night and also called on Friday to ensure I didn't get overcharged.

Fast forward to today, $730 was credited to my account. I called their number and explained I had dropped the car off the next day. The guy told me I was being charged for 3 full days because 'nobody knew I was dropping the car off'? That's $160 for 2 days. He was absolutely rude, obtuse and argumentative. I'm so disappointed that this particular Enterprise at Schinnen is on a military installation and is allowed to scam soldiers and civilians and not be held accountable. The hours that's posted on the door are not the hours that they're present. They only show up if you call a German cell number (which is not inexpensive in the NL). Not impressed.

I said that was unacceptable and asked for a manager. Asst Mgr Tyler came on the line and basically told me every Enterprise in the area was completely booked. I hung up, called corporate, and filed a complaint (with Lynette). Then I called the store back and spoke to Julia again, asking HER to find me another car since THEY had given me such short notice about the unavailability of my second reservation. She said another location had one car but they could not guarantee it would be there by the time I got there. So is Tyler lying about there being no cars, or is Julia lying that there is only one available?? At that time, I asked for the location manager (Phil). I understand it's Thanksgiving week, and sometimes vehicles are returned late.

However, 7 people without cars and the fact that they waited until 30 minutes prior to my pickup to make me aware of the situation...left me no time at all to make alternate arrangements and still leave at my 4:30 scheduled time. I asked if waiting till the last minute was the normal procedure. The other location got back with me within 30 minutes. Phil said it wasn't typical but they were "hoping" there would be cars available by the time 4pm came. So apparently this location schedules appointments on hope. I couldn't believe he said that!! He apologized and said they'd work with me on the price... But what good does that do when there is no car?? I called corporate again and when they searched the system, it showed they had cars available at YET ANOTHER Enterprise and sent me YET ANOTHER confirmation.

When I called that location directly to confirm, they said they had nothing available! I don't understand how reservations can be made online AND through corporate, showing inventory in the system, and yet there be nothing on the lot! I called Phil back again and he repeated that he would get me in a car by 6 but "It's not going to be within 30 minutes." The last I checked my phone was 5:48...while I was in line at Avis booking my pretty, AVAILABLE, Nissan Altima. As of today, still no word from Phil, Tyler, or Julia. Absolutely no accurate info between branches and corporate! Ended up leaving two hours later than planned. Made it home a few minutes before 3am, just in time for a power nap before work at 5. Although I do want to point out that none of the five associates I spoke to were rude, but I was extremely unhappy with the runaround. Will not be back.

Monday 8.30 am they phoned me from Enterprise and said they have no Bmw cars available, and they only might have 3 series at 2pm. I told them it is too late, they said that they can only give me a Vauxhall then and they have shortage of automatic cars. I told them I need a car and that they promised it. They said they have 50 customers waiting from Friday for a BMW car and BMW doesn't provide them with Enough cars. Which is not true, as they buy themselves cars and it is not BMW who provide them. They even tried to blame it on BMW. In the end after all the aggravation I had to get a chauffeur driven car to go to airport and after a mini cab to go to work.

They promised to bring 5 series at 4pm, but in the end they brought it only 5.30 pm, so I was late for my other appointments. Long story short, do not use them. Very unreliable. I will be selling my 640d grand coupe BMW, just because they use Enterprise car rental as a provider for courtesy cars. Yes, and Enfield Branch employees talk to you like to their mate. Very disrespectful and rude. Avoid!!! If I could give "0" stars I would.

He refused to understand that I was not arguing with the fact that I had signed for it. I was complaining that if his salesman knew that this was an insurance claim and that the insurance company was not going to pay for the supplemental insurance then he should have explained this to me at the time I was receiving the car. He never once told me that I would be responsible for this insurance. The manager's responses to my complaint sounded very scripted and rehearsed, as if he has had this conversation many times before, and that they may have possibly been taught to him during training. While I would like to believe that no worldwide company would train their salesman to use deceptive practices to earn more profit, the confluence of the manager's well-rehearsed response to my complaint would lead me to believe that this is not the first time he has heard a similar complaint.

Original Review: Nov. 24, 2015

A deer hit my car and Geico arranged an Enterprise rental for me on my Rental Reimbursement coverage. An Enterprise rep walked with me around the rental car with a small ruler, and advised that any scrapes smaller than said ruler would not be a problem. There was a little scuff on the rubbery part of the rear bumper, as well as other scrapes on the car, but the rep said they did not count, and did not write any of it down. Now I return the car (to a different location) and they claim that the small scuff is actually a dent. I had to feel it with my hand to know there was a small dimple there. Now they are trying to claim that I am responsible for this damage. I feel this is a blatant effort to get more money, and feel scammed... So watch out and make a rep write down every little thing before accepting a car from Enterprise.

I did offer a reduced payment for their charges in an amount I considered fair. I sent them three letters of reply and kept the faith, i.e. either accept my offer or no deal. The ERAC people threatened me with a court case and that they would furthermore seek to recover lawyer fees and court costs. Finally they turned the matter over to a collection agency. I allowed them to contact my insurance company (recommended) and my insurance paid for billing amount over my deductible of $500.

So I did some legal research and found that a) in my state most any case involving damages under $5,000 will be settled in small claims court, b) wherein lawyer fees and court costs cannot be recovered in small claims court, c) ERAC is negligent in that they leave their vehicle fleet parked outside in all kinds of weather (including hail) sometimes left overnight in front of their sales area where anything can happen and d) ERAC is unfair in that they use a blacklight to detect hail damage not visible to the naked eye after the vehicle is returned yet do not a least offer this service (upon request when the vehicle is rented) and e) I talked to some body shops and found that ERAC charges were excessive - excessive - excessive. Make them prove every contention and above all, remain silent - don't help them.

Bottom line is that after most of a year my reduced offer to settle was accepted. So do your homework, don't allow them to charge your credit card, bank account and find out what you need to do to stop a wage garnishment. And remember from the above that ERAC routinely pads their charges, they throw the book at you, hide behind their "save and hold harmless" contract clause, they are negligent in their storage of vehicles and they are overbearing and often dishonest IMHO.

But as I needed to use this car going to work, very last day when I had the car, took it to work, parked it in the car park. As I am a security officer I cannot take my personal items such as wallet and IDs with me to work. I left the wallet inside of gloves box, SatNav, also sunglasses. I have proof of CCTV on the car park. When I parked the car, I came out of car and pressed remote control to lock the car 2-3 times and I thought it is locked but as their car was faulty, it did not locked. And someone after I went to the building went to the car and took everything in my car easily and all it was because the car was faulty and you do trust to this company to hire the car.

Day after I took it to the dealership and get the locking system checked, they confirmed the locking system been faulty. I contact to Enterprise people, they did not take not so ever any responsibility about this as they said you been responsible not we. I have lot of things in my wallet plus large amount of cash. And it is absolutely disgusting, trusting these people to have cars from them. They provide people faulty cars, could be a mechanical problem and affect your life. But as they have got lots of lawyer, we cannot fight them.

They are absolutely untreatable company, DO NOT hire or deal with them, never. Anything goes wrong against you they will say: “When we gave the car to you, you signed the paperwork and it was fine.” But when you get the car in a min you cannot check whole car as you never drive the car or you never noticed nothing about that car, but they know their car are faulty but they DO NOT care. Please DO NOT deal with them.

I was met with complete resistance by the first person I spoke with. I asked for a manager and spoke to Trey (not sure on spelling). He told me he would get this to an area manager to explain my specific need, which was literally pick up at 8 pm and drop off before noon the next day at my neighborhood location. They called about an hour or two later and just said policy is policy nothing they could do. Not only will my reservation sit unclaimed I don't plan on doing business with them in the future and do plan on sharing this with our corporate travel team and social media outlets. I understand having a policy in place to protect your fleet. However when a policy gets in the way of a member's desire to spend some money and gain the convenience you offer then it's a poor policy. I apologize for format, spelling, and grammar errors as this was done on my mobile device.

When I got back and showed them that it was there BEFORE I took the car they looked at the shot and said "I don't see it." WTF??? I took her outside pointed to it and showed her on my camera the exact place that my finger was pointing to it. Then she said, "Oh sorry about that." If I did not record this I would be in court soon. They tried this with my friend and she had photos to show them. I am going to make a complaint to the FTC tomorrow. This company is a scam. If you rent make sure to record AND place your finger on ALL dents and scratches. Also, the dent on the back bumper was about 1 in. round. The sales woman showed and said on my camera that dents are about the size of the bottom of a coffee cup. I mentioned this to them and they said: "Bumpers are different." I will NEVER rent from them during my travels.

We had a really good experience with Enterprise up until now but the content with which we were spoken to and the over charging for letters we were not entirely responsible for is unforgivable. In total the posting of 3 letters cost us more than renting the car for 2 days. We rent a car with them at least 6 times a year but we have now decided that buying a car will be a better experience than dealing with a strict minimum service for an over the top fee and a thoughtless customer care.