Enterprise Rent-A-Car Reviews

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.

After waiting for over an hour we were told by Shiela (the assistant manager) that we could not rent with our cards at all. All our bank accounts through credit/debit were linked to a checking account and their system could not choose credit. The deposit would not work. We had to have another person with a credit card only come. We had to have my sister in law drive all the way down there and present her card to pay. Then they told us we had to pay an additional $180 to list her as a driver even though she was not even going to be coming with us.

We were supposed to have an AAA discount and showed the card to Sheila. We returned our car 3 days ago and my sister in law, not only did not receive her deposit back, but they say we did not return the car. I sent her the receipt and told her we did not get our AAA discount. She said it was not noted at the time of pick up even though we had it at the time. I told her I can send her the card to prove it again. She said that would not work. She was very rude on the phone and unhelpful. We rented a car for almost 2 weeks and rented cars from them 6 times this year. We manage travelers all over the world with our business and will def stop recommending them.

As of this date I have not received a call nor a coupon in reference to this issue. I realize things occur that are unexpected. However a phone call from the business or even someone from that business trying to contact the nearest Enterprise to accommodate their customers would have been nice. It seems that Enterprise does not need my business or possibly does not seem concerned how their local business are conducting business in small town areas. I would like to have someone from Enterprise to contact me about this issue if possible at my work number which is ** (8:00am until 5:00pm Monday thru Friday).

I should have received that refund on the day I returned the car, the same way you took my money on the day I rented it. Your accounting practices are a bit off. When will I receive my refund it should be quite simple and I should not have to wait for something that is due to me and I certainly should not have been charged the additional $10.92 when you had my $50. This is not about the money it's about the integrity and the blah blah your sales force dishes. You fail to inform your customers of your delayed refunds.

I have already seen numerous complaints about your company and I will be one more. In addition I will inform my insurance company of your practices and social will be enlighten as well. I will contact my bank today and dispute the transaction.

I used AAA and requested some answers from Enterprise. For a couple of weeks, they kept promising to explain the policies behind all of this and then eventually stopped contact. 6 weeks later, I still have no answers and we also got charged for the full 24 hours even though the car broke down after 6 hours. Lesson learned, we are now a two-car family.

So again I have spent the last two days trying to hunt down a car from this place only to be told they have no cars to rent and they have no idea when they might ever get one in. Only to call after 5 pm and then again at 8 am as they might have gotten something back. I have called these 12 places so much they all know who I am and my story without me even telling them who I am. All I can say is TERRIBLE Customer service. I have told STATEFARM never to utilize this company. They are now trying to get me set up with a different rental car company since I have no luck with this company. It is a shame I have to be told by the offices they are small and have little to no inventory. We are talking about a metropolitan city not some one horse town. Enterprise please get your acts together and CLEAN up your offices!!!

I emailed and called the area manager whose last name is **. She came on the phone like an angry bully with attitude because I should not be complaining that they lied to me and stole from me. With her cheeky self, she offered me $80 of my money. Upon telling her am going to Facebook and Consumer Affairs, she told me she will not be giving me any refund. I was not refunded the $50 deposit as told and they took over $200 from my account which I would not have known about unless I had checked my account.

Am certain that they have done this to countless people who do not have a clue. This is daylight robbery and something has to be done. ** admitted to me that Enterprise SHOULD have called to forewarn me about additional monies being taken from my account as well as the fact that I was NEVER told that the insurance was daily and NOT $100 for the duration of the rental as I was deceived to believe. All that these unprofessional people do is to irate customers and drive us away. They have no concept of customer relations. Customer service 101 is to first humbly and sincerely apologise. You do not irate customers. We should start a class action against them. They were ordered to repay up to $2 million in insurance prior. They should be forced to do so again.

What they are doing is wrong. I drive long distances on dark roads late nights because of my job. What if that was all the money I had, went to get petrol at 1am after work not knowing they had taken it? They would have left me in a dangerous situation. What if I was driving late with a child or had an emergency and low on petrol? They do not have a heart and neither will I when it comes to them. They MUST be stopped! Neither ** or Lisa at Summer St. have what it takes to get and keep customers. They have typed over the order number on the form so it is not readable. Stupid.

I wrote to Enterprise to complain about the poor service and they offered me a discount next time we used the Cologne Enterprise - seemingly this was just a trick to get us to rebook as when we tried to use the discount they wouldn't give it to us and so booked using a company that we didn't like for full price! I complained again and they haven't even bothered to respond, in over a month and I emailed the Manager direct - not impressed.

I immediately called the Enterprise accounting department where I was told that Enterprise FAILED to document an insurance payment they had received from my insurance company. This claim was from over 6 years ago! I never received any claims from Enterprise regarding this issue. This completely ruined my plans as I am currently in the process of relocating to another city.

So next time you want to rent from Enterprise, even if they have cheaper prices, is it worth it because 6 years down the road you may find yourself with a bad credit report from THEIR faulty and horrible accounting errors! I called corporate office to complain and told them I felt they should comp me in some form and I was told "I don't understand why you feel like you need to be comped?" Not only did this ruin the plans I had for today, I now am extremely concerned that they may have ruined my credit when I own no fault in this whatsoever!!! Never will do business with this company again!

I said yes. She advised me that they couldn't accept prepaid without a verified line of credit or a hydro bill that showed a zero balance. I stated that this was the same card I had used and she stated that could not be. I assured her that it was. I told her that I felt she was trying to pull a fast one and left. I went home and checked my card balance. I discovered that the transfer had kicked back on it but the balance was still over 600 on it. I called as I was Enterprise after I had transferred the funds again and received confirmation while I was on the phone with Enterprise. I let them know that I still wanted the car however they indicated to me that they wanted a Real credit card to complete the rental. I stated that I was not going to do that, this was the card I had used in the past and saw no reason they shouldn't accept it again. They then put the blame on a trainee that was supposedly working and failed to deal with it at that time.

I also sent an email off to Enterprise and received a response email from someone named Sean. This provided no resolution. He basically said this is the way it is and yes I probably did have more than enough funds on the card to pay it. He gave no reason as to why it would work on the first rental and not after. His reasoning indicates the agents have no control over the cards acceptance and from that statement, it should have kicked back the first time. He has closed the complaint. I have intimated in a subsequent email to Enterprise that it appears Enterprise is lacking in intestinal fortitude in dealing with issues as they don't appear to have the guts to call when it comes to customer service and complaints.

Afterward, we were charged for the empty, tanked vehicle. They had told us not to worry about it, that it would be covered, which from us not having experience did not know that wasn't true. They ended up calling us repeatedly while I was at work. I called them back and they would say, "Just checking to see how the car is," and that was only after having their car 3 days. We paid for the rental and filled the car up after we left the lot and before turning the car in without a peep. We thought our troubles were over.

We went to another location to get a smaller vehicle after our car had been deemed a total loss and we were able to rent for another week. Once there, our reservations had to be extended time and time again because we had not found out the status of our car and afterward, we had not located a replacement. They kept taking hundreds of dollars out of my account and I kept having to call them from work to ask why. Once the vehicle was returned, on time by the way, some portion of those fees had been credited to my account but not all of it.

Later, I found out that I was put on a "do not rent" list for the rest of my life. The only reason I was considering going back to Enterprise is because USAA (my insurance company) only deals with them for direct billing. It has been two weeks without having a car. I have been trying to get in touch with someone for 2 weeks so that I can rent a car.

My adjuster and I have called quite frequently both to my state office for Enterprise & corporate Enterprise and have received no calls back. I feel angry that I pay insurance and cannot get a car. Even when I tried to rent through other companies, you must have a credit card to charge it all on plus deposit and who has money like that? Horrible service. Would not recommend to you if you were an awful person or stranded in the most dangerous part of town with no hope but their pickup service. DO NOT RENT!

And now after numerous phone calls on this matter they have taken 344 pounds out of my account without my authority claiming I should pay the excess. So in actual fact they're saying I have to pay for someone else's damage that had used that car before ourselves Matter. So be aware. Do their job for them. And when you hire a car off them get on your hands and knees and scrutinize the vehicle (basically do their job for them).

I get another AMX bill saying Enterprise is demanding payment, I call Insurance Co, they say Enterprise has the $500. I paid the AMX bill in 9th month so now Enterprise has been paid twice. I call them for refund and I am told it takes 10 days. I call back in 12 days, they say it has to come from corporate and will take another week or so... Do Not Use Enterprise!!! Corrupt and anti-American.

I told the young lady who served me, that I may keep the car a few extra days, as I do usually (You can check my records). I had my Mother here on holiday and was taking her around London visiting family members and so on. One morning a man called Glenn ** came knocking my door, demanding I give back the car and speaking to me like I had stole the car. He was very rude and disrespectful and did not want to hear anything I said. He had no understanding and I was pretty much in shock and horror, as I have never been spoken to much less dealt with in such a way by any of your staff in the past. He sounded vindictive and made threats, that I would never ever rent from your company again if he had anything to do with it. I look at him and laughed, as I knew I could go to my old branch and they would rent to me with no problem, as they know me.

I told them what happened and they were shocked and thought I was joking. Then when they saw I was serious told me I should make a complaint, as Glenn's behaviour was not right. I then went online to check in and I was blocked. When I inquired I was told he had put a block on me. He then sent me this email below: "Thank you for your query regarding your position on our renter caution program. Unfortunately you had been previously unable to maintain your charges while in hire at the South Croydon location. This is a violation of our rental agreement and as such unfortunately has resulted in you being place on the renter caution program."

This was not the case. I have been with your company for well over a year and more, with no problems. If you were to check my account you would see that I have never had this kind of issue. Furthermore whenever I rent a vehicle from your company, I always tell them I may keep it for a few extra days. (That way they know what to expect.) The usual company I use in Enfield would tell you the same AND WOULD NEVER EVER DEAL WITH ME IN SUCH A WAY.

I at the time in question I had just got back from the morgue the evening before after hearing the devastating news that my son Jahmel had just been shot in the head and killed. I had moved addresses that very week, and had not updated my account due to all what was going on. Also my wages went in to my account late due to computer error. I had not been able to change my home number as I had only got into my new home and talk talk had not come to install my new number yet. Also my card had come to its expiry date and needed to be renewed. Also my license then needed to be renewed with new address details. All these things you can check, as I did update those things on my account. And that cannot lie...

Can you imagine when I had people come to my door after me being a loyal customer for so long. Even when I went back to my usual office in Enfield to continue renting, THEY WERE DISGUSTED! Do you know what it is like to visit your child on a slab with a bullet hole in his head? How would you have dealt with it better? But that doesn't matter does it? The fact that my mind was not where you would have liked it to be does not mean I'm a bad person... Glenn lied and said I was all paid up, when I was not. He told me he was going to ban me from his office, then when he saw I complained he stopped me from renting all together to be spiteful.

I truly apologise for the timing of my moving home and the bank errors due to me moving and late payment from my company due to computer error. Also I'm sorry for doing the right thing in sending my license in to be renewed, and for the renting of your vehicle from South Croydon. And last but not least, I'm sorry my son was shot and killed at your convenience. So much for compassion in this world... To action this I would like Enterprise to reinstate my Gold card membership and put back all my reward points, as since then I have been renting at a higher rate for the last 8 weeks on a trot. Yes 8 weeks on a trot from Enfield branch. I would also like the reward points Glenn took away through my rental. I just wish to be dealt with fairly. I should not be penalised for what is not my fault. God bless you. I look forward to a response.

The assistant manager at Enterprise told me he personally drove the vehicle back to the Enterprise location. I spoke with the shop manager and he ensured me that was not the case. When I spoke to the manager at Enterprise, he told me it didn't matter who drove the vehicle back. They promptly filed a claim with my insurance company. I'm disputing the claim and trying to get in contact with Enterprise management for the region. This seems to be difficult as well. They don't call back. At this point, I'm thinking I will have to hire an attorney, as Enterprise is trying to get me to fix a dent that was not there when I left the vehicle.

Another week passed and we received a letter in the mail with the estimate for the car damages and photos, saying we owed the company $1900 unless we had filed it with our insurance, in which case we were to call Enterprise with the claim number. My husband had to call our insurance and ask if Enterprise had filed a claim, which of course they hadn't. We had to file the claim.

Another concern with this issue is that in the photos Enterprise sent us, they show a picture of the headlight on the driver side. There wasn't any type of damage done to the driver side, therefore, nothing should have to be fixed on the driver side. Furthermore, the only damage to the car was to the front bumper on the passenger side, not to the headlights at all. However, in the estimate sent to us with the photos, there are headlights listed to be replaced. Why? There wasn't a bit of damage to either headlight. The photos sent to us were taken in a shop and were with both the bumper on and taken off. I guarantee they have already had the car fixed without someone from our insurance even having seen the car. I have photos on my phone from the date of the accident, so I do plan to use those if I have to. I honestly feel like this was very dirty of them as a company. I won't rent from them again if I ever need a rental.

Please understand I no longer carry credit cards, hard copy of my ID let alone personal items and I'm just scared to do so anymore. I promised to come to this location in the morning with a credit card to process the payment and yet the rep made unnecessary threats. I would like for a manager at this point to communicate to me why was I threatened and request for it to stop.

Ok I called Wednesday to ask what would be my price for a one way rental, the guy said $540 so of course I kept my original agreement for the $75. On Friday I was gonna be a little late so I called 4 hours before to see if I can back my reservations up 1 hour to pick up at 8 pm instead of 7 pm. Then the girl said "if you don't have round trip ticket, we won't serve you." I said "WHAT? It's 4 hours before my trip, nobody ever told me that." Her reply was "that's our policy, sorry." (Very cold about it.)

I called Enterprise HQ, they was very nice but said they could not help me, they can't make them rent to me... huh and that was the manager. I called the airport location back and spoke to the rude manager there and told her I talk to somebody Saturday, Monday and Wednesday about my reservation and nobody ever mentioned anything about needing plane tickets and that y'all don't serve locals at that location. She didn't want to hear it so I had to hurry up and find another rental car service within 4 hours. Lucky I need but had much more money. And I told the manager I would never use Enterprise again and she simply stated "that's fine." So yeah I might be only 1 Joe but 1 Joe turn into 10 and 10 turn to thousands. Enterprise won't be getting my money. My reservation number was **. The manager at HQ pulled my reservation up and noted the account but by the end of the conversation, she said they deleted it.

I call Enterprise very frustrated and demanded them to call me first before they charge my card. I had to do this several times. They also harassed my mom who lives out of state and she has MS on her phone while I've had the car. I've given them my new contact information and yet they still call for me on my mom's phone. I've had to get on them several times for them to stop calling my mom. My mother has had to get on them as well for calling her so much. I've talked to a Deandre, Kevin, and the branch manager Brian and several other staff at Enterprise. I took some action and moved some money around so they wouldn't charge me without my consent.

About a week ago, Enterprise calls me and leaves a message and then proceeds to call my mom's phone. I call Enterprise back and I had to get on to them again about calling my mom. I don't remember who I spoke to but he stated that I had a large balance and they tried to charge my credit cards but were declined. The associate hands the phone to the manager Brian. I tried to pay my balance that day but the manager demanded payment and the car back. Deandre called and left a message on my voicemail. Brian turned my whole account over to his risk manager in Knoxville named James. Brian called this a debacle with me and my mom getting on them about calling my mom while I was talking to him. I called my lawyer to see if she can have a chat and didn't work. I had to return the car and pay those jerks and left. Enterprise is a joke of a business and they have poor business principles. I will never do business with them ever again!

The people who took my family's call last night didn't care what had happened to them or what was going to happen to them. They were just another paying customer. I'm very disappointed and hurt that my children have been put through this extra undue stress during this already difficult time of losing a parent/grandparent. Someone should have taken a little extra time to help get them back on the road to Texas. The part of being stranded needs to be revisited in your handbook and a better procedure put in place. This is unacceptable customer service.

The day I got the letter, I called both locations and waited 45 minutes at one location and ended up not even talking with them that day. I called the location that picked up the vehicle and the manager couldn't explain to me accurately exactly what the damage was. I asked if he had taken images and he said no, that photos would be taken when submitted to my insurance. This all sounded shady to me so I told him I wanted to see the damage and of course, the car had been rented out. Four days of calling everyday and so on and finally today I went to see this "alleged damage" that was caused under my rental period. The damage in question was a quarter size dent at the back of the car lift gate and was RUSTED. I explained again that I hadn't caused this damage and that rust couldn't oxidize in 6 days. He lied and said that the rust hadn't been there when the car was picked up. Ridiculous! So, that means it rusted clear through in 4 days?

I am still wading through this mess with my insurance, providing documentation and disputing this fraudulent claim. They are trying to fix their cars up using others' insurance when the opportunity strikes. BEWARE. Because I left the car at a Toyota lot, they took this opportunity to use me and my insurance to try and get their rentals in tip top shape. This is because of the "anything can happen to rentals out of your sight" theory.

I will get legal counsel before I pay on this, that's how angry I am. It is clearly fraudulent. I would have no issues paying for something I did. I simply didn't do this. This whole company is shady. NEVER RENT from ENTERPRISE and if you do, TAKE PHOTOS OF THE WHOLE CAR BEFOREHAND, document, document, document on the rental agreement. Document bird ** on the window on that agreement, and never let it out of your sight. Good lucks.

After this, I tried getting any vehicle possible from the location on W market st in Fairlawn Ohio. I made a reservation with the manager Bobby and was scheduled to be picked up at 3 pm. At 3:30, no one had arrived so I called and was met with a woman with a very nasty tone saying they left a long time ago and should be there any minute. By this time, I am already crucially late but took her word and waited. I then thought about the fact that I live 8 minutes from that location so I decided to wait 16 more minutes. Surely they would be here by then. They never came. I missed my meeting and have forfeited 2 days pay trying to do business with them.

The point I'm trying to make is that if a multiple repeat customer is treated that way, imagine what they would put a poor first time, non-repeat customer. The fact that they own the rental market is no excuse to put people's business and affairs in jeopardy. I will never again use Enterprise and I caution anyone from doing so as well.

I drive a $40K vehicle and I am 6'3 and they put me into a Kia Rio with bald tires and 37K miles. Car smelled of air freshener to mask the smoke smell and had stained seats. I explain I transport clients and need something comparable to what I had and they claim all vehicles were rented and this is the best they can do. So 9:45, one hour after I had an appointment I drive off squeezed into a Kia Rio and unable to work from my vehicle due to the size, smell and condition of the vehicle.

I decided to go there in person then give them the pickup truck back and they offered me a Jetta. I took and the inside had an bad odor of cigarettes in the car which had my eyes burning. I drive the car down the street to the store, came back out the store to get in the car and it wouldn't start. I had to try 4 times after calling for help for the vehicle. My experience was terrible and I wouldn't recommend anyone to rent a car from here. Go to hertz. They're great, no problems there.

The man that helped me was young, German I believe with broken English. Very friendly at first as he took my information and at the time I was blaming the language barrier for his next actions. He offered me to use their additional insurance. When I declined, he then insisted that I used it and threatened "We come after you if anything happens!" I laughed and explained that I completely understand how this works and as long as I have no trouble I will have nobody coming after me. The manager saw that he was being too aggressive and approached me with an apology, handshake and admitted that his sales rep needs a little better understanding on how to explain things. I said "No problem, it was actually funny". I just recommend educated him a little better on how to talk to customers in English.

When we did the inspection the German man told me "Look for anything bigger than a golfball". I found a scratch a few inches long on the back bumper and showed him. He said "That's not bigger than a golfball." So I scanned the rest of the car and did not notice anything else. Upon returning the car, the manager went out to inspect and found a "Smaller than golfball" size dent above the tire that on this white car first of all is very difficult to see with the sun glaring on it and second of all was small than a golf ball. A Golf ball dent would have to be at least over an inch deep without having one in my hand to measure. This depth had to be measured in millimeters. This dent for one did not happen on my watch. Nobody hit me in the 3 days traveling 5 round trips to and from work where my parking spot at both places have no area for cars to drive or park on the left side of the vehicle where the dent is. Most none experts would not have noticed this dent.

The sales rep either did not notice it or figured it was too small to worry about. I heard him say twice when walking around the car "Smaller than a golf ball." I didn't bother to look because he said "Smaller than a golf ball." When bringing the car back he was only able to point out one of the spots where he said this and could not produce the second spot. He denied that he said it twice. Next, I am inside discussing with the manager the claim they are making against me while the German guy is laughing telling the next customer he is helping "He should have purchased the additional insurance". The feeling of stress that they caused us on the return is enough to never rent to anyone again and reach out to others that feel the same and would like to start a class action. I have found many many many upset customer reviews online and I believe the time has come.

Enterprise would not take any responsibility for their vehicle damaging my property. Enterprise asked me to get estimates for services to repair the damage to the garage and when I did, they denied all estimates that I provided. They offered me a very small amount of a dollar figure nowhere near covering the estimates that I submitted. I was forced to take the offer because they were going to wipe their hands clean and say it was not their problem.

My wife asked if her American Express card would work ok and was told that that would be ok if I were a signatory. We called American Express and added my name to her card. The agent said that since it was her card, she would have to be added as an additional driver even though she never drove the car during the rental period. According to the agent, all of the foregoing was company policy. (Ironically my Chase card was accepted for a rental with Enterprise in Catania, Italy for Confirmation Number: ** and the agent there was able to emboss the agreement with the same card that had been rejected in Milan).

I demanded an apology from Enterprise for the substantial inconvenience which I experienced and a return of the 73.20 Euros that I was charged to add my wife to the rental due to the failure of the Milan agent to properly process the payment. I should not be penalized for the failure of an Enterprise agent or the employee of an Enterprise agency who has not been properly trained to process a credit card.

Then in Sept of 2015 I rented again out of Houston airport. The exact same situation happened. I called and am waiting for my credit. I know a lot of people travel for business and say they never even check after they get reimbursed. I have also read similar reviews to my experience. They are always polite and professional when I pick up my car, but the billing seems underhanded.

We end up leaving w/o getting a car we had made reservations for three days prior. She also stated she was going to place us on the not not rent list. After 16 years of renting from your company... we never once felt so disrespected... NEVER. The location was on 7101 West Washington st. Indianapolis In at around 10:45 am. It appeared she was working alone. I know this is not the way Enterprise does business. That's why I found it necessary to write you this note. I will hate to end my 16 years relationship with a company in which I felt was a good one... because of the arrogance of person who priority is not company first.

Consequences: wasted 4 hours talking to 1-800 number to try to get our twice confirmed reservation honored. Failed. Had to get last minute rental at higher price. Arrived late to destination. Too little sleep and not mentally competent for competition the next morning, ended up losing competition due to Enterprise and Mr. **. Wasted 8 hours calling 1-800 number when we got back to try to get reimbursed for some of our losses. At least difference in car rental rates. Operators refused to connect us to escalations dept. When finally reached right department, we were lied to that we would receive a call back from a manager in 24 hrs. Have received 1 call regarding BBB complaint from Mr. **'s friend Wesley. Still no call from escalations manager.

I called the toll free number and after explaining the situation they escalated my call to the complaint dept. After taking my complaint and several "sorry" I was told that they will have the "District Manager" call me in less than an hour, that he will make arrangement for me to have a car. That was this morning at 11:30 am. As of now 10:56 pm am still waiting for the phone call. What was the point of making a reservation? Way to go Enterprise. I will never rent from you again, even if I have to pay a higher rate. I am just one person and you may think that it will have no effect your business. Do not be misled, it always starts with one. I don't know how many more I just joined, but I know we are growing. I will post this in as many places I can.

Anyways, as evil and relentless as Enterprise is we paid the initial deductible unwillingly as well as a final invoice in Feb. 2015 to resolve the matter. However here we are 10 months later and we received another email claiming that there was a clerical error? And more money is owed. Now being threatened with collections and an independent attorney. Really!? This has been the biggest SCAM I have ever encountered with any company. Cannot express how strongly I feel against renting from Enterprise. They are the only rental company I have rented from where I feel completely ripped off - scammed for sure.

Area manager stated he takes things seriously but didn't call me back when he told me 2x. It took him 3 weeks to tell me that he wouldn't refund all the money I spent after that incident happened and he's handling his employees internally. No apology, he just stated to call him next time I rent. Enterprise is full of ** and there is no resolution to what I've been went through for months. What a horrible policy and experience I had.

We called back 20 minutes later to add the insurance when we find out from customer service but that's available and she's renting the vehicle and there's no vehicles available and she has no idea when you questions about why should we get the rental away and not offer the insurance. Her first response was, "Our associate McNair." She apologizes the second responses for associate that it's because she thought that man has been was not full time because his paycheck have less than 40 hours in the paycheck. Husband is full time, is the mechanic, he gets paid for flat rate pay. Second of all it doesn't matter if you're full time and part time as long as employed. The manager then tells my upset husband that she has a five person waiting list, and what do you know, she cares not enough to place us as the first person on that list, not at the bottom.

The manager then proceeds to hang up on me when she is not able to handle that I'm upset that she's not offering any resolution and cares not how our lives are affected. I then called corporate and had, mind you, already had two escalated complaints filed waiting for resolution for this situation. Corporate customer service office fails to provide solutions and tells me they're not able to even call the location manager to find out what's going on and to help us with our confirmed car rental. They offer a weak, "I'm sorry, you have to wait for regional management to contact you. It's in their hands now."

Understand we have jumped through all the legal hoops and provided all the documents to rent the vehicle and give them our money. Unfortunately for the citizens of Nags Head, North Carolina this Enterprise is the only company that we have on the island. I would avoid this Enterprise at all costs. I can guarantee that they do not care about their customers nor do they care to resolve the situations caused by the inadequate management and associates.

I mainly have a problem with your company policy making that seems to do everything to "Prevent" anyone from actually renting a car. What stopped me was my last bill said the words "forward 30 dollars from last month." I can't believe that me not paying 30 bucks from last month which was added to my bill by Reliant for services on the tender box where I live. My bill is always paid and currently at zero, paid. Not to mention, I had to email personal info, like my bank account direct deposits to **, whom I don't know and wouldn't trust as far as could pick her up and throw her into a Texas bayou. I just hated the whole thing from beginning to end and hate this attitude that company employees take when enforcing ridiculous policies.

After an 1 hour, I called them myself. A man named "Matt" answered and after I mentioned that I had been waiting an hour and no one had shown up yet to pick me up, he very rudely said that they had "NO CARS." I could not understand and asked "what do you mean you have no cars? You told the BodyShop owner that you would be picking me up soon and now after an hour you are stating that you have no cars?" He rudely said, "we are very busy, that is why we are the best company in the world." I then told him, "you might be the best company in the world but you definitely do not have the best service." No sooner I said that he hanged up on me.

I called back and got someone named "Derek." I asked to speak to a manager, he said the manager was busy and put me on HOLD for 20 minutes and after waiting 20 minutes they hanged up. I put in 2 complaints and have not received one call on it. Never again will I deal with this company. Also the BodyShop owner, who has given them so much business, will NOT be dealing with them again. AWFUL Customer Service.

When I arrived at the airport the next day to pick up my car, it was ready and waiting and I was out of there in minutes. They were very fast upon return, too. They were able to give me a rate that ended up being about half of what I would have paid the other company! The employees were all very friendly and helpful and I was able to continue with my plans and made it to the party!

After trying to explain, and being frustrated, I told the woman to return my debit card and I.D. so I could leave and rent at the airport instead. That's when she told me I would need to provide a boarding pass AND a utility bill to rent at the airport. What? Why is purchasing an airline ticket a requirement to rent a car? At Enterprise, it is, but not with other car rental companies. That's a stupid policy and honestly no one carries a utility bill with them on a vacation or business trip, a ridiculous policy. Anyway, the manager came out and required me to sign into my electricity bill online from the back office to prove I was up to date on my electricity bill payments. I did, I proved it, $0 balance. Then the manager sat down in front of the computer and started clicking around in my electricity account online, downloading and printing pages from my utility bill at his will.

He was navigating through my account. This was ridiculous, an invasion of my privacy and now Enterprise had my login and password information stored in their computers. But I had proved to them I was not a credit deadbeat. Once I did, I stormed off letting them know I would NOT be renting from them. Why should I give them any money? They can run a credit check easily, but they don't want to pay a service to do that. They dump that responsibility on the customer and then insult them. In the end, I went down the street to a Hertz and within 15 minutes I had a car using my debit card for payment. Not a single hassle, no problems and I saved $18 on my rental. Vroom!

My neighbor told me Enterprise tried to charge her (and her insurance company) for hail damage on a car. She was in possession of the car for ONE hour, there was no storm and the car was in perfect condition. Enterprise harassed her for 2 years over this hail damage claim. A one hour rental became a 2-year nightmare. It's a scam they use nationwide to bill your insurance company and they have been getting away with it for years. Eventually the hail damage claim was dropped because it was false, because it was unethical, it was a fraudulent charge to her insurance company, and because hail damage is an act of God beyond the customer's control. Do a quick search online and you will see how Alamo, National and Enterprise rip off customers. All 3 belong to the same company.

Arrived today at the location in Raleigh at the Olympus location that is replacing the Wilmington St. location. First of all they wanted to see 2 utility bills and my pay stub. Too bad I was told 1 utility bill which I had. And what if I lived in an apartment? My quote for a week was $170. After they called my insurance it went to close to $400!!! And that didn't include the deposit because I use a debit card instead of a credit card. We left with me in tears as my husband has to use our old truck to drive 400 miles. I have rented before and the insurance was never this much.. and these cars are insured. And not once did someone mention to me to ask my insurance company about coverage that would transfer to a rental car.

My husband's friend mentioned it and I came home, called my insurance and for $100 more for 6 months.. I could have saved this headache. Now I know. But I cannot see forcing people to buy insurance and at such a cost. And I had to fill out paperwork that was more like a job application. Current job, salary, social security number, references. Are you kidding me??? They are asking for too much information to rent a car. It is like they are trying to prevent people from renting their cars. And isn't that how they make their money???

He then replied with "fine, I'll get you what you want, I'll put you in a Fiat if you want a small car then" and starts to walk away from the counter. I told him "no, I don't want a Fiat, I still need four doors as I have children." He then said "well I'll give you the Fiat then if you are looking for a cheaper car." How rude! I am the customer, I have spoken to my insurance agent and they told me what I should do in order to make the remaining amount of car rental allowance last as long as possible. Another gentleman, a customer had to chime in on my behalf and tell Max that I just wanted a four door car like a Nissan.

To make matters worse, he hands me the agreement and just circles everywhere on it and says, just initial everywhere I circled. Then he walks out and about 5 mins later has me come out to the Nissan Versa. The car was dirty! It was not washed and the interior could use a vacuum. I asked him when the last time the car was washed and he IGNORED my question. Hands me my copy of the agreement and says they will call when they get notice of the last day of insurance coverage. At that point I just wanted to leave with the car. I can't believe he treated me the way he did and gave me such a hard time about wanting an intermediate size car. I dread going back and certainly hope that it's not Max that I have to speak to again!

Let's go back, this is after I waited 2 hours for them to pick me up. I missed the funeral of a dear friend AND I ended up being 2 hours late for work because they refused to rent to me. There was no real reason behind it. I had used the same document at least 4 times before when renting from them. I'm not so much bothered by missing the hours at work. What gets me is the fact that I missed my friend's funeral. That's something I can't get back. I have rented from that location numerous times... But I never will again. Their customer service motto is a bunch of crap.

I decided to just go ahead and arrive at the location at my designated pick-up time with my printed reservation and see if they truly had no cars available. I arrived and the woman at the counter, **, told me that the vehicle I had reserved also had two other contracts on it, but because I was the first to show up that I would be getting the car. Perfect, we did the walk around, I noted multiple dents and scratches on the exterior and interior that I made her write down, even though she assured me I would not be responsible for them.

Went to the wedding, had a great time, and refueled the car to drop it off. I had to do a night drop because they were closed by the time I returned and I figured everything would be fine, I hadn't done any damage to the car, and it was only a few hours before they'd be there to check it in. The next day, more than two and a half hours after they'd been open, I received a call from Enterprise saying that I had broken "a couple clips" on the front bumper so they were keeping my $150 deposit and would be getting back to me about the balance owed for the repair. WHAT??!! I didn't do anything to the car, and if I had I definitely would have owned up to it and fixed it. Also bumper clips? Those are incredibly easy to fix, and if I had caused the damage, I would have done the repair myself!

I went by the lot later that day to see these "damages" and found that they had moved the vehicle and parked it on an asphalt embankment, a move that definitely would have popped the clips, and since I wasn't there to witness the check-in, I have become the patsy responsible for it. The next day I looked at my credit card statement online and realized that they also charged me over $100 that I never authorized. So at this point, I have spent over $300 on a rental that was supposed to save me money, should have just bought the tires!!

I did not clean the inside of the rear car glass, figured I just wouldn't turn around and look at it. Then, my bank account was dinged an extra $200 on top of the charges they were going to charge due to a deposit. I got 3 bounced check charges for that. Zach, the manager explained that the comment stating that should be posted on the website. Looked through all of my paperwork, saw nothing about it. I am quite upset about all that has transpired and probably will not return to Enterprise EVER AGAIN! My advice, stay away!!! Not worth the headaches that come with the filthy cars.

I DON'T HAVE TO GET INSURANCE - I CAN DECLINE. IT IS MY RIGHT AS A CUSTOMER. I could not rent the car. I was discriminated because of my action. I took off from my work to be able to rent this car. I wasted my one hour. I was humiliated by Ms ** during this time. She was giving me hard time and she looked like she was enjoying this. Now I have to rent another car from Hertz with a premium price because I have to get the car in two hour.

On Friday, September 18, 2015, I telephoned Enterprise Rent-A-Car at (708) 891-1002 and ** answered the telephone. I provided ** with my reservation information and informed ** that I needed a ride to the Enterprise Rent-A-Car location of 410 River Oaks W Calumet City, IL. ** informed me that would not be a problem and someone should be at my home to pick me up within the next 15-20 minutes. After waiting 30 minutes I telephone the Enterprise Rent-A-Car and ** answered the telephone again and I informed ** that I had spoken to him at 7:30 am and he informed me that a driver would be to pick me up within 15-20 minutes and no one had arrived. ** informed me that the driver arrived into work late and that the driver will be on his way shortly. Please note the driver picked me up at 8:30 am and transported me to the Enterprise Rent-A-Car located at 410 River Oaks W Calumet City, IL 60409.

Upon arriving to Enterprise Rent-A-Car located at 410 River Oaks W Calumet City, IL 60409 there was one other customer in the facility whom was being assisted by **. Therefore, ** requested to assist me. As I was checking in ** requested all the information that I provided ** with on Wednesday, September 16, 2015 and I informed ** that I had completed this information with ** previously because I wanted to have a speedy check-out because I needed to get to my destination. ** insisted on reverifying all the information which was understandable. As we were going through the registration process ** asked me about purchasing the Enterprise Rent-A-Car insurance and I politely declined and provided ** with my Liberty Mutual Insurance card (which he made a copy of) informing him I will use my insurance.

At this point I am not pleased with the service because I had come in two days prior to ensure that my check-in would be easy, smooth, and processed in an efficient timeframe as I was informed to do. I was picked up one hour later than I requested and now I was being asked the same question over and over.

I politely expressed to ** that I really need to get going and he stated to me "All I am trying to do is make conversation." After at least 45 minutes of ** completing my registration, completing the contract, getting a car clean, and finally handing me the keys to check out the car so I can get to my destination I thought I was relieved. Upon getting into the car I noticed the vehicle did not have a CD player and I had deliberately packed my CDs so I could listen to inspirational music on my drive. I went back in and asked ** "Was there a CD player in the vehicle?" and he stated "No, it's Bluetooth." I asked "Could I please obtain a vehicle with CD player?" and he responded "Bluetooth is better, it is the new thing." Then he proceeded to state that he was not sure if he had a vehicle with a CD player.

Finally, ** found a vehicle with a CD player and literally two hours after my first call to Enterprise Rent-A-Car I was in the car headed to my destination. Please note I arrived to my destination 1 and half hour later due to this matter at Enterprise Rent-A-Car with **. I truly thought that my communication and confirmation with ** everything would go really smooth, but it did not and I was extremely disappointed. I understand things happen but I feel it is very important that Enterprise Rent-A-Car staff (specifically **) take individual's needs and request into consideration. I agreed to bring the vehicle back on Sunday, September 20, 2015 at 10:00 am. I truly appreciate a local Rent-A-Car establishment being open on a Sunday.

I arrived back to Enterprise Rent-A-Car located at 410 River Oaks W Calumet City, IL 60409 at 10:05 am and it was extremely crowded. I totally understood the delay in service and finally when I get to the counter ** was the one who checked me back in (I said a silent prayer asking God to keep me and ensure I am friendly in my response to **). ** checked me back in and as he was checking me I informed him I needed a ride home, and he informed me that he did not have a driver because his driver called off. I politely asked how I am supposed to get home. He stated, "I don't know but I can let you know after I clear out the lobby" and the lobby was jammed packed. I looked around and said, "Okay."

Finally, ** provides me with my receipt I noticed that I was overcharged for my rental. I informed ** about the overcharge and he recognized the error but was unable to issue me a refund and he explained that he did not know why he couldn't issue me a refund. Therefore, now I was more than willing to wait to ensure I receive my credit. While waiting other customers needed ride back to their bus and they begin to make a big fuss so ** asked the young man who was cleaning the cars to drive those customers to their hotel so they could catch their bus and I jumped in the van with them.

Please note on Sunday, September 20, 2015 at 2:23 pm ** did leave me a voicemail message on my cellular telephone informing me that he credited my credit card. Also, please note on Tuesday, September 22, 2015 I had to come back into Enterprise Rent-A-Car due to the fact my dealership was putting me in a loaner car while they repaired my vehicle and I obtained my receipt for the credit issued on Sunday, September 20, 2015.

I always try to look at the positive side of every situation because I am firm believer that everything happened for a good reason and will have a positive outcome. All situations are teachable moments and lessons to learn from, in my opinion. Perhaps, the matter with ** was a test from God to ensure I did not get upset with **, go off on ** because I really felt like he did not take my urgency for the rental car into consideration that is why I had come in two days prior to show my Driver's License and credit card to **. We will never know. Perhaps God was testing my patience and/or understanding that there will be times I will be disrespected and not taken into consideration and what would my actions be.

I am pleased to say I did not go off, I did yell, scream, or shout about the matter. I am proud to say I actually did not say much but "Thank You" and "No, Thank You." But please know deep down I was not a happy camper so I decided to write you a letter to express my concerns and feelings regarding how I was treated at the Enterprise Rent-A-Car located at 410 River Oak W Calumet City, IL 60409 by **. My prayer is that when future customers come into the establishment that they are treated with respect and kindness, which was shown greatly by ** and **. Titus 3:2 (ESV) 2 to speak evil of no one, to avoid quarreling, to be gentle, and to show perfect courtesy toward all people.

My friend went to the Kempt Road location and picked up the car without knowing that they are tricking him by giving standard SUV. By the time I realize that they gave the wrong car the office was closed. Next morning I went to the Kempt Road location and asked for my reserved car but they said they don't have any and asked me to go to the airport location and pick up the car. I agreed to that as well because my old parents had to travel with me and that is why I requested a full size SUV again and again. After taking a confirmation from agent named TRAVIS I went to the airport which is 40 km away from the city and when I reached there they said they don't have any FULL SIZE SUV either.

Because of all this hassle I was not able to go on to my trip and my parents suffer because of it. We were 5 people traveling and we were not able to make the trip just because of the poor customer service and I feel like cheated. I booked car through the corporate account and I am going to complaint our corporate directors for the same as well.

I am looking forward to get my total refund for the rental period because I was not able to use the car what I needed for and ask you please take a strict action against the agents and tell them not to misguide and rip off the people like this. Looking forward to hear back from you before I put all this on internet with the slips and ask someone from higher authorities of Enterprise to look into this matter. I must tell you, Enterprise really gave me a hard time. My vacation time has gone in vain. It was a last summer trip for me which I couldn't make it just I was tricked by the agents of Enterprise.

Enterprise's inefficiency relating to my rental at the Dublin (IR) airport was inexcusable on their part... I doubt they thought I wouldn't notice the SECOND rental charge on my bill. Despite having written proof of the cancellation of the first rental car with Enterprise, Enterprise charged me TWICE for two different rentals. As obvious as their oversight/sloppiness was, MasterCard required that I document everything before the $597+ credit could be reversed. I spent 3+ hours one night + over $10 in copy costs and postal charges (mailed to Dublin w/ copy to Manchester). The charges have been reversed, but MasterCard charged me $20+ in interest for the unpaid amount. So I spent another hour documenting that.

Beware of Enterprise's UK rentals. Even though I booked my rentals through 2 different online accumulators (BookingBuddy and AutoEurope) for 2 separate rentals (Scotland and Ireland), BOTH were botched, and I have had to spend hours of my personal time getting the credits on my MasterCard. Once I had booked with the accumulators, the confirmations showed Enterprise as the rental car provider, so I suspect Enterprise is trying to generate volume in the UK.

With an MBA and 35+ years working with companies, this is how companies build market share -- but NOT by hoping customers won't notice an overcharge and NOT by failing to fully reimburse customers for the time unnecessarily taken out of their lives in having to resolve mistakes they caused. Because I keep receipts, my credits have been posted, although I am STILL having to have Enterprise to disclose how it determined the credits. This has been such a time consuming and frustrating experience that I plan to book directly for UK rentals in the future to avoid Enterprise unless and until they become honest and competent.

Was driving home on Saturday night around 12:30, when the rear passenger tire had a blowout on the highway. I was lucky to be near an exit, and got off, but not before a truck nearly hit me. Called their emergency roadside service, and they tell me it will be an hour and a half before the service can get to me. They also suggest I can dispute the $50 charge after tell them all the tires were bald. "Wait, what $50 charge?" I ask. The woman tells me that since I didn't choose roadside assistance, I'll be charged for it. So let me get this straight: I get a car with 4 bald tires and now you're charging me for roadside assistance because of a blowout? Infuriated, I told her I was not only going to dispute that, but also expected to not be charged at all for the week due to the risk involved in driving a car that hadn't been properly serviced.

So today (Sunday), I called the airport location, which is supposed to be open, and the phone rings once and hangs up. I called back several times and the same thing happened. This is the worst rental experience I've ever had. At this point, I don't think there's anything they can do that will make me want to rent from them again. Now I have to drive 20 miles to the airport in rush hour traffic tomorrow to return this car, meaning I have to leave much earlier and drive a car that's not safe to drive. If you must rent from them, make sure you thoroughly inspect the car and don't let them get away with maintenance issues. Better yet, choose another rental company!

After driving for around 1-1.5 minutes following ONLY major roads/highways and never going to any of the rural areas, the passing by cars started signaling us - pointing at the bottom of our car. After stopping and checking the bottom - we have noticed that the large piece of plastic was detached from the car and was touching the tarmac. I was freaking out obviously! (but my friends have successfully tried to secure this plastic board from one side (which was hanging) back to the bottom. It was still loose, but at least it was safe to use reverse gear. As long as we had full coverage and only planned to use the highways, we decided to continue the trip, checking the bottom every 30 minutes, just in case.

After returning the car to the location, we have been contacted by the team, saying that we have damaged the car, and even though we had FULL COVERAGE they would still charge us excess 40 euro for handling fee. This is just outrageous. I'm so disappointed with Enterprise car company and would never recommend anybody to use it. I'll go further, and would definitely discourage people from renting out from them. Not mentioning that one of the tires had a low pressure and the car system kept signaling about it.

There was no pit on the car rental location, so people like me couldn't check the bottom of the car, prior to driving! Otherwise - HOW ON EARTH CAN I NOTICE THE DAMAGE ON THE BOTTOM? Enterprise obviously didn't have pics prior to our rental, as a proof that we were the ones who damaged it. Because for me it was obvious, that this piece of plastic - the under shield, was damaged long before we rented the car. Judging by photos we took - it's been long time since it was semi-detached. I would definitely train the employees to mention that there are extra costs even if you take full coverage. I have emailed them insisting on external expert appraisal of the car (after the rental) - so they can check when the damage really occurred. Awful experience.

I pushed hard on the basis that it was a confirmed rental, not a suggestion or possibility. They were just not interested, however eventually they said there would be vehicles available at the airport but would not get a car brought out. They called the airport and arranged for a vehicle if I went there to get it. It cost me a further USD$22 to get there. An employee of Enterprise at Dallas Airport told me they had run out of cars two days before I booked it and that company policy is to keep taking bookings. I finally got a car and all went well for the week until I called from Houston to extend the rental for a couple of days. That is when they told me that I had to return the car to Dallas or get slugged with an extra few hundred dollars for leaving it in Houston. When I told them it was always going to be left in Houston they denied it - even though I have it in writing.

I lodged a complaint with a very nice lady who took down all the details and promised me that a senior manager would be contacting me to resolve the issue. Instead what I got was no contact at all and a credit card bill for about double the written quote. DONT TRUST THIS COMPANY. In all my years of travelling they are probably the worst I have ever had to deal with. I will not be letting them get away with it.

1 week later I have a $500 charge on my credit card bill! I immediately called Enterprise and they said they still hadn't heard back yet?! So I contact my insurance and they have no record of ever being contacted by Enterprise. I am then instructed to tell Enterprise to use my insurance's 800 number and it will all be taken care of. Guess what!? They never call! Fine, Enterprise can't get their act together, my insurance adjuster calls them to get a bill sent over. They say they'll take care of it, but surprise surprise I'm on the phone with my insurance company now and they still haven't seen anything.

I returned the car over a month ago and I have made upwards of 15 calls to both Enterprise and my insurance company trying to get this taken care of. I lodged a complaint with Enterprise Corporate 2 weeks ago and was told I'd hear back from the Regional Manager and I'm still waiting on a call. I've honestly never been so disappointed in customer service in my entire life.

I had finally gotten a hold of Grant ** and he said the car was out of his hands and had blatantly stated things that were not true. He stated that he had never had a conversation with the local body shop that the repair costs would be dropped. He also stated that I did not want to have the local body shop work on the car which was absolutely false, otherwise I would never have had the local body shop pursue acquisition of the car. And lastly, Grant ** also stated that he and I had spoken 6-7 times over the phone which was not true. We had spoken three times including our conversation today (9/14/15). This situation could have been handled differently, for starters, professionally.

I am so disappointed in the words exchanged with the representative from Enterprise Leasing. Not only were statements false, but the representative had exaggerated to an extent of falsely accusing me of misrepresentation. I am very disappointed in Enterprise Leasing and hope to never have to do business with them again. I had no choice in dealing with them due to being victim of a "rear end" accident. The insurance company of the other party has a contract with Enterprise Leasing, therefore I had no choice in the matter. I highly recommend that consumers read the complaints against Enterprise Leasing - Rental Car before renting a vehicle from them, especially when it comes to customer service, an area where professionalism lacks.

I am very upset of myself for not triple checking the car, but I was rushed when I arrived. I am very upset that Enterprise Staff in LA was dishonest by not reporting a wallet that obviously belonged to the previous renter and TOOK IT INSTEAD OF REPORTING IT TO LOST AND FOUND WHERE I COULD HAVE EASILY PICKED IT UP AT AND TAKEN WHAT IS MINE. Thank you for your dishonesty. If I leave my wallet in the streets, yes I won't expect it back. I left my wallet in a car rental where they check and clean OUT by the STAFF before they rent it out again. ** you. They didn't even call the next day as the lady told me she would to follow up on it. I had to call and the lady told me they did not find anything when the car was dropped off by me or the next renter when they searched it.

So where the ** is my wallet **? Please read my review and learn that Enterprise will not report anything worthy LOST. STAFF WILL STEAL ANYTHING THAT IS WORTHY and will even test your intelligence by asking you, "did you really leave your wallet in the car?" "Are you sure you didn't leave it anywhere else?" ** you. Your staff found my wallet and ** took it. Never renting from your scheming ** again. I'll make sure to tell everyone ENTERPRISE STAFF STEALS.

We paid for the previous rental with the same card and account. That apparently was over their heads of ability to process through their defensive stand rather than a genuine attitude of "how can we help and make the best of this for a legitimate long time customer?" DUH. It totally stressed out the weekend with no way to get around with a disabled car in a distant city. Thanks for nothing. Stafford - I've reported this already and the supervisor has addressed it correctly and appropriately as I 'm used to with Enterprise the SA Airport location.

It would not have annoyed me so much except for the fact that this was not made clear to me and I mentioned that I might not need it for the full time. The car was not ready when I arrived for it at 4 p.m. and was delivered to me at 5:30. The car was a terrible ride. I am not even sure it had shocks. Rude service from the manager. The other folks that rented me the car were nice. Too bad this person is the one in charge. She should learn about customer service. I will not rent from them again.

I called customer service and I got a person and they said, "We can't find your account so consider it a free rental." This might seem nice but what if down the road they cash me out and now I get charged 1,200 without expecting it. I told her to find it and cash it out. I was told that since I dropped it off in Kansas that the computer system was not the same. This went on for a few more days. I was finally cashed out 1.5 weeks later, but now they are telling me they refuse to give me my reward points. I signed up for the reward points Aug 28. Please do not rent from them. This business needs to go under and be gone!!!

When I called Enterprise asking that they return the $150.00 they erroneously charged for the insurance I was told no but they would "work with me?" I demanded they return the full amount and was told they couldn't but COULD return half of the money upon return of the rental. This is nothing more than Enterprise taking advantage of a 22 y/o kid who has NO IDEA how insurance works. This is completely wrong and totally unacceptable! There is NO WAY Enterprise is unaware of an insurance company's policies on rental vehicles. I feel my son should be reimbursed the ENTIRE amount since it was obvious my son was taken advantage of by Enterprise.

After only briefly driving the car, we had to returned it the next day due to the horrid smell of smoke. We then had to downsize to an intermediate car at a lesser price. While this vehicle was driveable, it too had the odor of smoke. We purchased an air freshener and was able to keep the car for the remainder of the week. We have now received a receipt from Enterprise charging us more than our original contract, made through Costco, for a smaller car due to their own inventory non-availability.

When I called for clarification, I encountered an extremely rude Enterprise Representative who very impatiently kept interrupting me as I was trying to explain to him that this was a Costco negotiated deal, a point quite relevant to our contract. Subsequently, my husband contacted an Enterprise Official. Hopefully this issue will eventually be resolved. Point Being Made: Do not expect to get the vehicle you contracted for and expect it to be clean and driveable, especially if you have allergies.

First of all it was a voicemail on my phone informing me of this, so I called the location back The Queensway location in Etobicoke, Ontario, Canada and got on the line with a man named Kamal. I told him my problem and he put me straight on hold. I waited on hold for 5 minutes until I hung up and called back. This time when Kamal answered the phone he didn't even say hello he just picked up and said nothing. Probably waiting for me to just hang up. But I didn't. I said "hello?" and then he decided to say it back. WHAT KIND OF CUSTOMER SERVICE IS THAT??? Then their only reason for not having a van for me was there are none available. Well what is the point of reserving a van if the day before you are going to tell me there are none available??

Kamal was a completely incompetent jerk who had ZERO customer service qualities. I called the head office after and they DID NOT care whatsoever about my problem. Not willing to help, not willing to resolve, not willing to compromise on my issue AT ALL. Everyone just said, "well if there are no trucks available, what can I do?" This company is a complete and utter JOKE so if you actually NEED a van/rental car for a specific day DO NOT book with Enterprise because even if you reserve it a year in advance, if they have none on the day of then it's your fault not theirs. And they could care less that you now have nothing.

The first car the employee intended to give me was a Kia Soul. This car had so many dents and scratches it actually looked like someone's daily driver. After complaining, I went ahead and signed for the car. Upon getting in the driver's seat and trying to adjust the seat, I found out the ENTIRE seat adjuster was broken off! I had the employee to come look and he apologized profusely, and said my next rental would be "free". At about the two hour mark of me being at Enterprise, he found another vehicle, a Ford Focus, which he said was clean, however the car was filthy and had a terrible odor.

If I ever need to rent a vehicle again, that is paid for by an insurance company, I will definitely ask about options other than Enterprise. This is apparently not a rare case, as I have voiced my experience to friends and co-workers, etc., I found out that others have had the same experience with this Enterprise. Also, the employee Amy was rude. The young man, J.D., who helped me during this two hour ordeal was professional. I think Enterprise should be ashamed of themselves. J.D. gets 4 stars for Customer Service, however because of Amy, it drops to 2. Very disappointed...

She slowly walks in from the side room, and asks me if I'm there to rent a car. Um, why else would I be at Enterprise Rent a Car? I explain to her that I had been waiting for the pick up guy for over 45 minutes and she flippantly replied that her pick up guy had just picked up "20 other people." I thought that was strange since there was absolutely no one in the rental place, and found it hard to believe that she was able to help 20 people in a matter of 45 minutes. Which I explained to her. She then sighed and said she needed my credit card and license. She told me that she was going to use my credit card to hold a $250 deposit, but I had been there before and knew that in actuality, they charge your card and then refund you when you bring the car back. Which I also explained to her. She told me I was wrong. She continued to argue with me in an incredibly rude and condescending manner.

I told her to just rent me the car and to stop the commentary, that I just wanted to get the car that I had reserved and leave. She then went back into the side room and some other woman came out and said, “Hi. Did we just drop you off?” And I said, “No. You didn't just drop me off. I waited for 45 minutes for you guys to pick me up and no one showed up.” She said, “Oh, I'm sorry. The pick up person had a couple of other people he had to pick up.” I said, “Oh. I heard it was 20 people.” The manager comes swooping out of the side room yelling, “EXCUSE ME, EXCUSE ME. Do not speak to her like that. I told you that we were busy.” Shrieking like a lunatic. I asked her to go back into the side room so that I could finish with the more pleasant person.

Then the manager, Stacy, said, “You know what? I don't feel like renting you a car today.” And she starts deleting stuff from the keyboard. I said, “You are going to strand me here with my two kids?” And she said “Yes.” So I had to get a car service to take me to another rental car place to rent a car from normal people who don't lie and have snippy snotty attitudes to their customers. I will never again rent from Enterprise. Calls to Enterprise Corporate went nowhere.

I stop in Delaware and call the office from the contract we signed to ask for assistance and was confronted with an employee (Rakeem) that was very lax in his tone. He informed me that he couldn't look up another office since he'd never been there. We should just google one or ask someone in a store... no help. A local was kind enough to point us in the right direction, and we were informed that there was no need to have been told about the recall. That office was still renting the vehicles and it only pertained to a sticker in the console. This was QUITE disturbing after I'd altered my entire trip to safely return their vehicle that nothing was wrong with. Nevertheless, she changed out our contract and vehicle and sent us on our way. I proceeded to drive home, call the manager and let out my frustration.

While dropping off the car that afternoon at the original office, I was asked what she (Ms. **, Manager) could do to compensate me for my trouble. Instead of jumping across the desk and chocking out the entire staff, I laughed and told her that I hoped I could forget the entire thing had EVER happened. I appreciated her efforts in resolving this horrid experience, as she obliged me by taking care of the entire rental. I am STILL furious and won't be buying a vehicle from them and will continue to use Hertz for rentals (that I seldom contract) and for purchasing used vehicles (will be my fourth). I wouldn't refer Enterprise to ANYONE I know and this was all without mentioning the cleanliness and upkeep issues.

I called again (this is my third call), and asked to educate me how their service works (I've never used their services for THIS purpose), what's the cost? Do you need my name? Do you need the name of the shop? Her VERY abrupt answer was "Ma'am, I know where you at, it's $30, I already sent someone out". Never asked my name, never apologized, nothing! Fifteen minutes went by, and the shop owner received a call from Enterprise asking if there was someone at their shop waiting to be picked up by Enterprise. It was confirmed. I thought they had already sent someone out to pick me up? Finally when the Enterprise employee arrived, thank goodness she was VERY professional, polished, educated and also to my surprise, very apologetic when I shared my negative experience with the previous employee.

Per Aesha (sp?), this is the driver's name; she was giving the wrong location where to pick me up. But I thought Gayle **, (The rude assistance manager) knew where the shop was? After all, I did called back to provide my name and location 3 times. By the time we got to the office to process the paperwork and to continue dealing with Ms. Rude-Attitude, she realized I was the same unhappy customer on the phone. She tried to redeem herself, but it was not genuinely at all. You either have it or you don't. When she took me to my rental, every question I would ask she would answer with an attitude.

My company has bought over 150 trucks from Enterprise. ALL management drives Enterprise cars. Our rentals are always from Enterprise. I’m shock to learn this is the type of management they hire. I'm less than impress with this employee. I'll be sure to tell our account manager. I'm strongly suggesting the following for this wanna be assistant manager. Remove her from the floor and avoid any contact with customer until she obtains the much needed training. Offer professional phone etiquette. At least the basics - "May I ask you to hold?", "Thank you for holding.", "May I please have your name?", "Have you ever used our services before?", "Do you have any questions?".

Seminar to learn people skills. I know it's hard to learn how to treat people, but if you must keep her, then invest in training her. Enterprise management, PLEASE teach your employees that in life, whether you're an employee or a customer, "It's NOT what you say, but HOW you say it". If you are not willing to invest training this assistant manager, then offer the position to Aesha (sp?), the VERY professional employee that picked me up and made a very nice and lasting good impression. Keep up the awesome job Aesha!

So, after waiting over 2 hours for a ride to your location, your driver had been sent to pick up someone else. Okay, I was advised that I could just leave my car there, which is what I was forced to do since it did not seem that I was going to get a ride from Enterprise. Obviously your company misses the point of car rental. I arrive back on Monday to return the car, again 3 or 4 people waiting to be helped and everyone behind the counter is in leisure mode. After 'sitting' for about 15 minutes to just return the car, everyone waiting was informed that your computer system was down and that anyone with a return could just leave the keys and the receipt would be emailed.

I finally received an emailed receipt. Unfortunately, an additional days charge had been tacked on to my rental. I noted that whoever checked the car in checked it in at 3:28pm. The car was returned before the 12:10 pm due time. So I went into the location to inquire about this. I was advised by John that he would have the manager correct this mistake the following day. Saturday, I noted the additional funds had not been returned to my account and an additional 48.49 had been added on. So I called on Saturday. I was told that someone would call me back. No return call. Monday, already a week after returning your car to you and still my bill is not corrected and now I have an additional charge added. So I travel to the location AGAIN. Again, I'm told the manager will take care of this overcharge for 193.86. No one could tell me what the $48.49 is for. Unacceptable!

The total cost of my THREE day rental should have been 145.40. Instead I was charged 198.36, then another 48.49. I am very disappointed with the service at this location and my only hope is that not all locations operate this way. This whole car rental has been one inconvenience after another. I chose Enterprise because you advertise that you will pick up the customer, but it is not stated that the service is only for certain customers. I do not feel that there was any respect or consideration for my time or business. And again, a week later I am still waiting for my bill to be corrected and for someone to explain to me what the additional charge is for.

I called your customer service line at 281-677-2300 and am awaiting a return call. As of today, August 26th, no one has returned my call from the local office or from the corporate office and the charges to my account have not been corrected. I have disputed them with my credit card company. This is definitely bad customer service and this is not a company that values my business.

I also postponed three days. 8/24/2015 return the car. The total amount of credit card $ 625.75 dollars. Then say how could $ 625.75 dollars 10 days? Later learned that the staff did not inform my car insurance reservation. After all, I did not carefully check the contract book so there is their own fault. So everyone, please be careful. Sometimes people believe is a mistake. Please be careful. Some car rental companies secretly add some stuff up. Contract to sign books to read carefully.

We had to purchase new car seats to make our 11 hour drive back home and the next morning when we could finally get a hold of Enterprise we were told that they would ship them back but we had to pay the shipping. I had said that I felt we should pay for half since although it was our fault for forgetting them, Enterprise was equally responsible because they had not called to notify/inform us when they KNEW that we left them. (Even the next morning we hadn't received a call.)

I called customer service and had an Area Manager review our complaint and when they called back, they said that they would ship our car seats back to us, but that we were responsible for paying all of the shipping charges. I am Very unsatisfied and will not be renting from Enterprise in the future. I travel for work and have used their service in the past but you can bet I won't be using them in the future.

This made a terrible situation from having our car broken into, personal property stolen, and then having to go through the added stress of Enterprise not being accountable in the least for not following up with a customer when a very important item was left in their vehicle. All that they would have needed to do was call us to advise we left our car seats and we would have gotten them that day. Very poor customer experience.

Apparently this document counts for nothing because I got a phone call 2 days later saying I was being charged for damage to the side door. I missed the call and checked my voicemail informing me of this and they'd taken the money off me before confirming anything with me. Thankfully got that refunded (plus a bit extra as a sorry) because I had proof that it wasn't classed as damage when I picked it up.

Now nearly 2 months later I get a letter charging me £250 for the damage which wasn't ever damage in the first place and had been agreed it wasn't ever damage. Thankfully I knew who I'd spoken to to get the refund and have got it waived for the second time. The cost breakdown in the letter didn't even come to £250 but they wanted to charge me that anyway because it's the max they could because I reduced my excess to exactly that. Lesson: document all scuffs to the hire vehicle, even if they don't call it damage in the first place or it'll cost you hundreds of pounds. Take names of everyone you speak to. Or just don't use Enterprise.

Now using my debit card for the deposit on the keys they have my money which I wasn't supposed to be paying anything for this vehicle. And a gentleman told me that Chuck would be available Monday and that my reservation was still in the system. Don't they mean order, they do not know the meaning of reservation so do not ever Enterprise for dependability because they had me running all over the city wasting an entire Saturday looking for something that didn't exist. So I can't even ranked them as a one star. So now I am totally out of a vehicle for the busiest weekend of the year in my business, thanks Enterprise. Thank you for letting me comment.

After a week, our vehicle was repaired and the auto body failed to call me within reason timing. Enterprise called me and notified me that I will have to pay a $130 for rental because I failed to get my car at the shop and return theirs. The auto body finished repairing my car 30 min before the shop was closed. How can I get the car when I work about an hour away plus traffic, it's impossible. I hurried the next morning to get my car and return their cheap car back. My first time dealing with Enterprise is horrible. They give you the cheapest car for rental and I ended up paying out of pocket.

Original Review: Aug. 22, 2015

When my car had to be dropped off at the body shop to be fixed they provided me with a car. It was supposed to be at no charge to me yet I had to pay a $50 deposit on my debit card. I was fine with this as I did this back in February when I need a car for a month. I returned the car on Friday 8/14 and it was check in and I received an email on 8/15. I asked if my $50 would go back in my card. I was told it was there (last time I returned a car it took 2 days to get my deposit back). As of 8/22 I still don't have a returned deposit and I've emailed Cherry Hill Enterprise only to be told how long it takes (typically 24-48hrs).

A few days later I emailed again only to be told it's my bank and to call the 1-800 number which I did. Nothing is in my bank account and they see nothing pending. So when I emailed back again to ask if someone made a mistake I was assured it was done correctly and it's again my bank... 3 days later I still don't have my deposit. I again called my bank and nothing is pending! It doesn't take 8 days for a deposit to be returned and I'm pretty sure in the future I won't be using Enterprise.

Apparently, this arrangement involves overcharging customers, for rental fees when the Ford dealership does a repair. The dates do not match up, and the consumer is the one that Enterprise goes to for the overage instead of the Ford dealership. In my case, I had a call with the dealership and Enterprise who agreed (a few weeks ago) to resolve this overcharge of $60 between them. Today, I noticed my CC bill was charged. No call, no notice, and no permission given for Enterprise to do this. So be aware when you have to depend on this Enterprise location. Consider yourselves warned. Will I ever use this company again? No. Will I file a complaint? Yes.

I returned the car on Sunday at noon, dropped the keys in the drop box. The car was exactly as I had taken it the first day - no incidents of any kind. A day after returning home, two days after returning the car, I checked with my bank and found Enterprise had charged my credit card $300. Doing the math, $52.99 x 3, plus $16.99 x 3, plus tax, the total is $230.11. Four days later, I called Enterprise again, The man I spoke to told me the policy was that there are Sunday returns. The woman who checked me in should have given me a return date of Sunday instead of Monday and not charged me for the 24 hours I was not in possession of the car, after I returned it. He issued me a "credit" of one day to compensate for this and I received a credit on my card of $69.89 Two weeks later, the $300 deposit was still not adjusted to reflect the actual amount of $230.11

I called Enterprise again and ended up speaking to the same trainee (he told me his name is Jack ** and he is a trainee) and this time for over 48 minutes he insisted the woman who checked me in would never have done such a thing and we went through the same story FIVE times. He could not remember anything I was telling him including the dates and amounts printed on the receipt. I finally asked him if he had access to my records so he could see the receipt information. He then said, he and his manager could look at the video to see when I returned the car but it was still on the receipt that I was going to return the car Monday at 6 AM. He also told me that it was on his computer that I returned the car on Monday at 9:50 AM. I told him that was impossible since I was on a 7 AM Amtrak to Boston at that time. We went through the same information again.

He sounded like he was reading from a script. That the receipt showed the car was being returned on the date that I was charged for. Enterprise does not have it printed on their receipts or in their store that customers can return cars on Sunday - even though they are closed - and customers are not charged for Sunday if the car is returned before 12 noon. This is dishonest and deceitful - I wonder how many other people end up paying for the 24-hour period they do not even have the car anymore because the store tells people they can't return the car on Sundays because they are closed?! Why do they have cameras and a Key Drop Box, then?! I am also going to report this to the BBB.

Petra went through the process of getting me all checked out and explained the charges... etc, etc. Now comes the issue, I asked Petra if they could drop me off in uptown Columbia SC (approximately 2-3 miles away) from the Enterprise Rental Car location, and she replied, "sure, I don't see where that should be a problem". I guess Petra needed to clear it with the young man who was the greeter at door. The greeter (I did not get his/"her" name) apparently told Petra that they could not give me a ride to downtown Columbia because that was out of their territory and that there was an Enterprise Rental Car Company on Assembly St. in downtown Columbia. I'm not sure what one has to do with the other, but, it appears that if you need a ride 2-3 miles and there is another Enterprise closer to where you need to be dropped off, you're out of luck because of some territorial rule that is not explained beforehand.

I called Enterprise Rental Car Customer Service and the call was escalated to someone name Ryan in the Customer Complaint Department. "Ryan" explained to me that with drop offs, it's left up to the local Rental Office's discretion as to whether to drop the renter off? Give a ride. "Ryan" went on to say that they will pick a renter up within a 10 mile radius of the Rental Office. I have no problem with this rule regarding the drop-off, however, Enterprise Car Rental needs to make this disclaimer up front during the car rental inquiry/process and not after someone is stranded. My Company uses Enterprise as the preferred car rental vendor, and I will most definitely let them know of this experience. I WILL NEVER RENT FROM THIS COMPANY AGAIN!!!

wronged and you wished it to be made right. Thank you Eric (regional manager). God bless you and your family. Again thank you Enterprise for hiring a great individual and staff member at the Akron-Canton Airport.

As we walk around the car a few times in an upright position, we did not notice any damage below the car because it would be unreasonable for an old lady like myself or a young lady in a dress and high heels like ** to lay down in a parking lot to look under a car. Apparently this is where the fraud occurs, under the car where customers can't see unless they lay down or squat, kneel, and tuck head under card bumper.

I was very careful with the rental car, I even tried to clean the puke stains. I vacuumed it, I treated like a baby. I had a sore back and neck injury from that unlicensed driver hitting my own car, which was the reason I was so careful with this rental car. I took lots of pictures of the little red Corolla rental car from every angle, but underneath. I posted them to my Facebook.

I picked up my car from Northern VA Auto Body in Fairfax just before they closed last Saturday, August 15. As instructed by Nationwide, I left the rental car there because they are also an Enterprise drop-off location as well as a secured lot with 24-hour surveillance. Minh, the repair shop representative, helped me to move boxes from the rental car trunk to my trunk. We noted how nice and clean the rental car looked and how I took very good care of it.

On Tuesday of this week August 18, I receive a call from ** stating that there was damage to the car from an accident after it was left at the Auto Body shop and that it's my fault because I did not return the vehicle to her. But I will still have to pay because I am responsible for anything that happens at the body shop, and she would be collecting my deductible and getting the rest of the money from my insurance company because I am responsible for the car still, even if I returned it on Saturday.

I called Northern VA Auto Body and asked them how could the car be wrecked on their lot and why would that be my fault. Then Minh mentioned the security cameras and said he would find out what is going on. He called around but because he was not me and the claim was already four days old (placing it before the car was actually returned), Enterprise moved the car from this body shop to their own body shop. But when because ** said, "he left the car because of all the damage or that was maybe why but she doesn't know?"

Minh tried harder, they found out the Enterprise representative that was supposed to pick up the car demonstrated his skill as a con-man when he claimed he found a very tiny crack underneath the bumper. Keep in mind this is impossible to see unless you look underneath the car. I contacted the damage recovery unit and was told that even if someone took the car for a joy ride in the parking lot of Target, it was still my fault because she has pictures of damage, but she's not sure if it's the same car because the claim is four days old.

I had to remind her that if she is telling the truth, then this claim would have to have been made before I dropped off the car. She smugly stated, "well I have pictures of scratches on a door that you will be paying us for as well", but she can't tell me which door because they are extreme close-ups nor can she determine if they are smudges or scratches. As for the tiny crack under the car that is not visible to anyone, it does not matter that I am innocent. I should have looked under the car. "It's your fault for not looking and signing our contract, so too bad for you, and I can't help you. I can only explain our process to collect damages owed."

I asked to dispute the claim and she said the claim is way too new, so she thinks it will be a couple of weeks until I am contacted. Why the mention of Target and why the timeline confusion? This must be a scam. It is a bogus claim or a desperate attempt to inflate minor scratches and secret hidden damage then turning it into quick cash bonuses for Enterprise employees who have a thing for Target. I would be very interested in seeing these pictures and proof that this is even the same car. It is a crime to knowingly provide false, incomplete, or misleading information to an insurance company... Why do they not have any quality assurance? They have no boundaries, they believe they are above the law.

The only thing we did wrong was not read the reviews 1st, and 2nd, that we rented from them at all. Interestingly, there are other renters that put in complaints about experiencing exactly the same scam we did, from the same location! I will not pay 1 cent, but they will. It's 3:50 am, and again this is stressing my wife and I so much that sleep evades us.

We had no clue what this warning light meant and after lots of research found out that it's a special feature of European diesel vehicles for emission control. We had to find the substance and put it in ourselves. We were credited for the cost of AdBlue. What our experience revealed is that proper maintenance of vehicles for cleanliness, air pressure, and AdBlue are customer service and quality aspects that were missing from Enterprise Frankfurt Airport. In modern times with lots of choices - someone in management should take better care with details.

Four days into our 3 week rental, I received a call from a young man at this location rudely informing me that the van they had rented us had been sold and that we needed to return it so they could swap it out with a different vehicle. Sold? What? Is that even legal to do? I explained that we'd rented this for 3 weeks, we're 500+ miles away, and that if they could arrange another mini van to be delivered to us at our location that I'd be happy to return it that day. I went on to tell him in good faith that the event we run is in the middle of the woods (high levels of dust) and that he may want to take that into account as they prepare the vehicle for the new owner.

At this point, he tells me matter-of-factly that we'll be charged a detailing fee of $200 if we return it that dirty. I inquire about this given the fact that every other year we've returned the van with dust, it was simply laughed off and asked about by the rental agent with interest. Never a fee, never an issue. He informs me that I'll have to speak to his manager about that and when I request to do so, am informed that the manager is not there. I request a callback from the manager ASAP. More than 3 hours pass and no call back so I call the 800 line. The customer service agent I speak to is helpful, also appalled that the van was sold while under contract and told me that they are *not* supposed to rent out vehicles that are already for sale.

I also explain the issue with the tires and that we'll be on unpaved roads. She takes down all details and gives me a reference number for my report (**), informs me that it will be forwarded to the regional corporate headquarters, and that I will be contacted. She also connects me with roadside service which cannot get the van swapped out due to lack of vehicles in the area but assists me with setting up tire replacement for the van through the local Firestone. So far, I've spent three hours of a very precise business timetable on this issue. The next day, I spend another 3 hours at Firestone where the associate who inspects the tires tells me he cannot allow me to drive off the lot on those tires, that the radials are showing, and that he is surprised we managed to drive as far as we did with no major issues.

At this point, I am thankful it's being handled but livid that a large and well-known company was fine renting a clearly unsafe vehicle out to a family for an extended time. Fast forward to returning the vehicle: having been out of cell phone range for the duration of the time, I figure I'll have a voicemail or missed call from the regional HQ. Nothing. Day of the return, I call the customer service line back, am randomly transferred to a location in San Diego I had not rented from and given the number for the regional HQ. I try calling 5 times at 11 am, no human. I call the 800 customer service number back and get in touch with a rep (Harvey) who assures he is expediting my issue and reference number for the regional HQ to call me back before I have to return the vehicle at 3 pm. No call back (though at this point, I'm not very surprised).

So, we take the vehicle back and the guy behind the counter acts like it's totally natural, legal, and fine for them to sell vehicles while under contract (despite the customer service rep telling me the opposite). He walks outside to check the gas mileage. Several minutes pass so I walk out to meet up with him and ask if everything is ok. He informs me that the van is very dirty and that he'll have to charge me a detailing fee. I reiterate my past experience with returning the van dusty and he ignores me, walks past me into the office allowing the door to shut on me as I follow him. I proceed to question the procedure on renting a vehicle that's clearly not safe and he spends the time talking over, making light of the situation, and refusing to make eye contact with me. All he offers is to waive the detailing fee. What about my 6 hours of time I lost during a vital planning phase for this event? I lost at least $1000 just because of that.

Another rep finally steps in and offers to knock a couple of days of the rental. I'm a little floored by the fact that he thinks $160 is going to help me feel any better about driving my family in a van I was supposed to have possession of but that had been sold and with the tires falling apart. He goes on to offer to take a week off the rental. I don't know what sort of business you think you're running, Enterprise but it's certainly not good. Be assured I plan to report this to the BBB and ConsumerAffairs. As a customer, I deserve at least a callback from someone who can treat me with respect and provide good customer service. This company has had three weeks to address this issue and complaint and I have received zero feedback and instead had deal with rude agents upon return of the vehicle.

I returned the car on 08/13/2015 at 04:11 PM, which would constitute 3 days of rental by all calculations. To my surprise, they charged me for 4 full days of insurance, and to my objection, a young man who was in charge of the office, tried to MAKE ME UNDERSTAND!! That their policy is different when the car is rented by the Insurance Company! As for the extra insurance for the car, they still charged me for the 4th days even though the car was returned and was in their possession. The young man also stated that he wanted to help me out with that issue, but changed his mind because he did not like my attitude. This company has been sued on multiple occasions for fraudulent practice, and yet, each time they come out with a new indecent, deceitful way of robbing their customers. Shame.

I explained to him the situation and how much revenue Enterprise and their affiliates have lost the past 5 years over this, that we were about to go on another trip which would more than triple the funds he was requesting, and most importantly, that there was zero chance of me paying since I never caused the damages to begin with. Why would anyone pay for something that they didn't do?? I asked him to flip the situation and tell me if he would pay if he was in my shoes -- of course the answer was no. But unfortunately, in the end there was no reasoning with this manager.

Extremely shady business ethics going on but the most frustrating part is the ignorance and stubbornness to keep losing revenues over what is now $200. We are fairly certain it was an Enterprise employee who caused the damages and then tried to spin it off on us. It was apparently a small crack on the front plastic bumper from the pictures sent to us. Hardly noticeable. To try and pin it off on us and start at $1,500 and then come down to $200 now is laughable. Be extremely careful renting from this company. We'll continue to give other Rental Car companies the business. We have been renting vehicles for 15+ years. Note: No issues with any other rental agency.

Rented a van (Peters Creek store) and returned it in the overnight lock box on a Sunday. Received a call at the end of the day, Monday, asking if I was going to return the van. When I told them I already had they informed me it wasn’t in the parking lot. I left work early, drove like a maniac to reach their store before closing and arrived as the gentleman was locking the door. When I told him who I was his answer was, “Yes, we should have called. We forgot we loaned the van to our Kernersville store this morning.”

Reserved a truck (Peters Creek store) and specified I needed a full sized bed to haul a couch. Arrived and the only truck they had was a short bed pick-up. When I asked about the full size I had reserved the answer was “Well, the engine is full sized.” Reserved a car (Downtown store) and arrived toward the end of the day that Friday. When I arrived they didn’t have any cars available except for one. They said they had not prepared for rental yet.

The car was filthy. There were what appeared to be liquid stains on the seats and the car reeked of urine. I had to leave for business so I had no choice but to take the car. No offer of a discount or any consideration for the condition of the car. Reserved a car (Peters Creek store), and when I picked up the vehicle the representative asked if I wanted it rented as I always do (I was an Enterprise plus member). I responded with a yes and did not realize until I returned to car and paid that they had placed their insurance on the car. I had never purchased insurance from them in my entire history with the company as my own insurance and company insurance covers it.

Reserved a car (Peters Creek store) and went to pick it up. When I arrived they said the only car they had needed an oil change, but if I didn't mind driving it across the street to have the oil changed, I could have that one. They said they had an arrangement with the garage and I would be taken first. I arrived at the garage to be told it would be about 60 minutes as there were three cars in front of me. I returned the car and tossed the keys at the representative.

Reserved a car (Stratford Road store) over the Christmas period. I told the representative when I reserved the car that I would be returning it late the day before Christmas Eve and specifically asked if that was okay. I was quoted a price through December 23rd and returned the car as I had promised. When they ran my card they added Christmas Eve and Christmas Day to the bill informing me that cars returned after hours were billed till the next business day. There was not offer to work through the issue.

My final straw. I reserved a truck (Peters Creek office) for a long weekend. Backing out of a parking spot I bumped into a parking post putting a small dent in the bumper. Not one to be dishonest I told them of the dent when I returned the truck. It was small enough and low enough it would not have been noticed. I filed a claim with the Enterprise office, provided my insurance information and paid them 500 dollars for my deductible. I was told that was all I needed to do. Several days later I was asked to provide a claim number from my insurance company. So, I called my company, filed a claim and called Enterprise back with the information. A month later I receive a bill for over 850 dollars that stated I owed the entire amount for failure to provide insurance documentation. They had not even deducted the 500 dollars I paid them upon returning the car. I eventually worked this out after multiple complaints and phone calls.

Bottom line: This Enterprise reeks as bad as the urine filled car they rented me in customer service and reliability. They will steal every cent they can from you in the process of renting you a car and leave it up to you to reveal these efforts. I was contacted on two occasions after filing complaints with their office by the District Manager. Each time they asked me to call them before I rented again and they would ensure superior service. First off, if they have to do that then they have the wrong people working in their office. I did however call each time I rented but never received a returned phone call from the manager.

Last week I went to a small Hertz store on Peters Creek. I arrived to smiles, quick service, the exact car I reserved and no hidden attempts at scamming more money from my pockets. If you are renting from Enterprise because you think they are the only game in town as I did, do yourself a favor and drive behind the Aldi on Peters Creek Road and become a Hertz customer. Stop giving your hard earned money to Enterprise.

I gave her the contact information for the gentleman at the valet company who will give her a company credit card to pay for the rental car. She makes a reservation for the rental car and asks me to inform her what time I want to be picked up at the repair shop for Tuesday morning, August 11th. I ask her if I need to do anything else to reserve the car, and she says no. She told me she was going on vacation on Friday, August 7th but not to worry, I would be all set for the Tuesday pick up.

I have been in business for over 25 years and when my contact person says she is going on vacation but I'm good to go, my senses tell me to follow up to make sure there is no miscommunication between the contact person and the staff standing in for her. Knowing Charlene is going on vacation on Friday I follow up on Thursday, August 6th, in person and speak with Charlene again. She says I'm all set. She asks for a copy of my driver's license and tells me they will pick me up on Tuesday. I ask her, "are you sure you don't need my credit card or anything else." She says no, I'm good to go.

Fast forward to today. Anticipating that as I am scheduled to drop off my vehicle at the repair shop tomorrow morning, I decide to make sure the Enterprise staff standing in for Charlene during her absence is aware of my reservation and the payment arrangements. Shocker of shockers, I call the location at 9:30 this morning and speak with a representative named Gabby who is completely unaware of my communication with Charlene. I repeat the conversation I had with Charlene to Gabby and she explains to me the Wilton Manors location is not her normal site and she is only filling in for a couple days. I'm not sure how her status at that location is germane to my problem but I ask her to contact Charlene and get this straightened out.

She again says she doesn't know anything about this and quite honestly, she sounded stressed that she had to address this. I sense her tension so I ask to speak with someone in charge. She tells me she is the only one there and she will look into it when she has a chance. I give her the benefit of the doubt and ask her to call me back after she contacts Charlene and or the valet company. Mind you, this is at 9:30 am, come 2:15pm I call her again and she tells me she still has not had a chance to call Charlene or the valet company and that she is short staffed and the place is swamped with customers. Frankly, this does not project the confidence, professionalism and proper training of a representative for a major brand like Enterprise.

I ask her again to please call the company and get this squared away and then call me back. Come 4pm I still receive no call back so I call her and a gentleman named Dusco (I'm not sure if I'm spelling his name correctly) answers. I ask for Gabby and am told she has left for the day. As you can imagine, now, I'm really unhappy. Help me understand how she could leave for the day and not call me back? I guess I was either too much of a hassle to deal with or she just didn't care about my situation, otherwise why would she have not called me back? Even if she tried to call the valet company and could not get a hold of them, at least have the professional courtesy to call me back and apprise me of the status of my situation.

Did she think not addressing my situation was going to make it go away? Dusco informs me he is the District Manager and he was informed of my situation by Gabby. He tells me that they cannot accept a third party payment for a rental car unless they are a major company with an account set up with Enterprise. He is apologetic but lets me know, short of me paying for the rental car and getting reimbursed by the valet company, there is nothing he can do. So the questions that come to mind are;

3) If your policy is no third party payments unless there is an account setup, why wouldn't Charlene tell me that knowing my arrangement with the valet company regarding the payment? 4) Why in the world would Charlene again say I was all set to go on the Thursday visit without making the call or checking to see if the valet company fell within your company guidelines.

5) Was she so focused on her vacation that she blatantly lied to my face that everything was taken care of? 6) After being on hold on the phone and listening to your 55 year customer service philosophy that Enterprises goal is to "keep it simple and treat our customers the way they deserve to be treated," how does Gabby believe the customer deserves to be treated? By being disregarded and brushed aside because she is too overwhelmed or disinterested to do her job properly?

I want to believe Gabby's handling of my situation is not in line with Enterprise's corporate culture. I explained to Dusco that if he is Charlene's and Gabby's direct supervisor he should be ashamed of himself. What kind of leadership, culture and direction does he give to his people if this is how his subordinates treat their customers? I have wasted seven days of my time trying to get your people to do their jobs, and it is beyond belief that with all the rental car options in the marketplace that I have to write a letter of this nature.

I said I want to speak to one of the manager there and he said he is the manager. It is give me an anxiety that he doesn't like us at the time we rent the car and he is hiding the remote without return it to us. The rental car is still there. Never rent out since last night, he even give a high tones saying it is our responsibilities to check it first and return the car. Of course I know that but sometimes things like this happened to all customers. You can't be disrespectful.

The problem with that is that we had a vacation planned with 4 people travelling and the Fiat was only big enough for 2 people. So they gave away our reservation even though I told them that we would be back to pay for the vehicle. So we ended up with a reservation, no vehicle and our weekend ruined. What blows my mind is that no one offered any resolution. There were 6 staff in the store and not 1 said sorry. Not 1 offered to refer us to a different location or even look for another vehicle.

We were sent away with any resolve. Is this how Enterprise locations run their business. Matthew ** has some kind of chip on his shoulder or maybe was showing off in front of his employees but I can tell you that even when I entered the store to book the reservation he was giving me attitude. I can't believe that he is an assistant manager and treating customers like this. I don't appreciate the treatment and I will spread the word regarding the treatment from employees at this location.