Enterprise Rent-A-Car Reviews

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.

I contacted a local U-Haul business and had to pay enormous rate to just get the van that I needed. I have always liked the service I received from Enterprise until this date. Living in a small town and you only have one reputable (at least that's what I thought till this date) rental car agency and this happens. I feel Enterprise should reimburse me for the trouble and difference in amount I had to pay. What is the reason for a reservation, when you get there and you do not have your vehicle!

When we reach the Enterprise location on Brookhurst St, in Garden Grove, CA, I am taken to a car and walked around it to inspect for any damage. After the inspection my luggage is put in the trunk and I open the back door only to find garbage and a rotten banana peel in the door compartment. The seats in the car had filthy dirty stains on them and I could not believe that they honestly expected me to sit in the car. Needless to say they apologized, and switched cars, but this was by far my worst experience ever with a rental car service. Never ever will I use Enterprise again. Consumers beware!

She also asked me about a friend of mine by name and said that my phone number only pulls up my friend's name. My friend has never been added to any of my car rental paperwork, and I have had the same phone number for more than 18 years. I asked to speak to Amber's supervisor. She wanted to give me a phone number, and I asked if she could just transfer me. She did, and I waited on the line until someone finally answered. The person, who claimed to be a supervisor, answered my call with "HELLO, THIS IS SUPERVISOR NUMBER ONE." I had to ask his name, which was Juan **, according to him.

After explaining the situation, he just rattled off exactly what Amber had said verbatim. He also mentioned my friend's name and asked why she was on my account information (which would have no bearing on the issue whatsoever). When I continued to disagree with the charges and explain that I had not kept the rental for 17 days, he talked over me and hung up on me. I had to pay the $51.01 in order to get a rental today. I will be investigating the situation further, gathering the paperwork to prove I did not keep the car for 17 days.

In three years, I have never received any calls or letters saying I owed money to Enterprise. I have no hits on my credit from Enterprise. And, I have never kept a rental car for more than 10 days for any reason. The only thing I can figure is insurance fraud of some kind. Maybe an employee used the car after I returned it knowing it was on insurance claim?

I proceeded to ask for corporate number. Called them. Was advised I could go to a different enterprise so I called another location which treated me very well and was advised by them that they would call the location I was mistreated at and have them give me the truck so I could then switch it out. At this point I had been there for over 2 hours. I go back in and keep in mind the whole time I was laughed by employees. I was embarrassed by the harsh and discriminative actions by employees. After I confirmed with branch manager he had been contacted. He again did not assist me was laughing and trying to in a harassing manner ask me why I was upset knowing that I still had not been assisted and he still wouldn't help me.

I asked for help so I could leave because I was supposed to be at work - was not able to as I didn't have any means of transportation. I was so upset and embarrassed and angry that I have contacted my lawyer. This treatment was horrible - ruined my day. The manager also was on the phone with another agent and spoke about me in an ill manner. I believe was defamation of character.

Upon returning the car I dealt with the manager of the location, Alex **. He proceeded to go outside to take a look at the car before my transaction was complete. He tried to pinpoint a dent in the car door on me, I told him that was already there and that Justin had marked it on the sheet before I left with my rental. He didn't believe me and said I wouldn't be responsible anyway being that I purchased the extra insurance. He told me not to worry about it I wouldn't be held responsible. I paid in full had no issues or outstanding balance when I left the office after dropping my car off.

About a month later I get a charge in the amount of $39.66 on my personal checking account from Enterprise without authorization from me to do so. I never received a phone call from them saying I had an outstanding balance and permission to deduct money from my account. I called the office up and was talking to a lady named Casey from customer service (Newburgh office on Rte. 17k) and explained my situation and wanted to know why they deducted money from my account a month later without authorization from me. She took my information, put me on hold, and then told me the charge was a remaining balance, which made no sense because I paid in full with a zero balance when I completed my transaction with the rental.

When I asked to speak with her manager she hung up on me. I called back and asked again to speak with her manager and she put me on hold for 15 minutes before I finally got to speak to the manager. The customer service over there is the worst I ever dealt with and needs to be looked into! I spoke with Alex **, the manager, he asked me what my concern was and my name and then tells me he just got back from lunch and hasn't logged into his computer yet and will look into it for me and call me back. He never called back to discuss the issue with me. I called back again and spoke with Casey again and she put me on hold and then hung up. I feel my issue was not a concern to them and they treated me with no respect. I'm not sure how many other customers has fallen victim to this scam but it won't happen to me again.

They told me the car had not been cleaned yet and was transferred to be sold at a holding station. I found the car, but my items were not in the trunk and the car seemed to have been cleaned out. The only people could have moved my item were employees of the Mishawaka, Indiana branch. I called one more time to tell them just that and I after 25 minutes on hold got the standard, "I asked everyone and no one has seen anything. We are not responsible for items left in the car." I do not believe this at all considering the value. So much for the values of this company I spent listening to while on hold!

Then a man comes in also with a reservation. He is starting a vacation and reserved an SUV also. At this point they bring an SUV around but the other associate had rented it to a walk-in. Then the fun begins as they call other locations hoping to get some SUVs. The other location will not trade. These calls go on as we listen at the desk. It was very interesting how they talk to each other. I ask about the Suburban on the lot just to stir up the conversation. "NO, it is reserved and we can't let it go." I guess that reservation was better than the ones I and the other guy had.

All this time, 45 min the truck is still not out of the wash bay! They find an SUV at one of the other locations and ask if I want it. I say, "No give it the gentleman starting his vacation." 1 hour later I leave with the truck. What did I learn? Reservation and reservation confirmation mean nothing. It is first come first served. If you are flexible in your vehicle type and times then this works fine. If you are starting a vacation or trip and have specific needs like an SUV or van you may want to make your "reservation" with a different supplier.

Unbeknown to me, a flathead pickup truck whose length stuck 2 feet out from its parking location was preventing me from safely leaving unless I exposed the rental to the outgoing traffic. I slightly hit the truck causing a small dent on the bumper of my rental. I quickly stopped the car & went back into the office to notify the Enterprise rep what had happened. The supervisor got very upset, blaming me for the accident saying that I should have been able to navigate around the pickup truck. I said that had I ignored the outgoing traffic to my left, I would have been possibly hit. He didn't care to hear my side of what had happened. He said that I would have to pay anywhere from $200 to as much as $500 for the damage done to the rental. He also said that I would have to file a report to explain what had happened. I just left, walked back to the Honda dealership and asked for a ride home some 8 to 10 miles away.

I called my Visa credit card company & was dinged that very day for $500. This is upsetting to me because I felt that Enterprise was partially responsible for the accident. Had their rep simply driven the car out to the front of the lot, the accident would never have happened. Or had the rep simply assisted me in navigating out of the lot, the accident could have been avoided.

Today I called after 8 AM, and spoke with Marvin at that location. When I provided my information, Marvin immediately said this location was 30 minutes away and told me I needed to call the location that was closest to me to resolve it. I stated this was Enterprise's problem, and THEY needed to call the location closest to me and get me picked up. He then put me on hold with no explanation given. I was on hold for over 20 minutes, then I called back from another phone. I spoke with Joseph, who knew the problem because Marvin had told it to him. Joseph told me that he could help me if I could hold on so that he could finish with the customer he was working with. He then put me on a brief hold.

He returned to the line after several minutes and told me that he was going to call the other location, placed me on a brief hold, came back and told me that the other location would be calling within a few minutes. He told me that they would pick me up, and I would pick up and return the car to that location. I appreciate Joseph's good customer service, and want to let everyone know that Enterprise does have some good customer service friendly employees.

When I returned home I complained to Enterprise asking them to show me where in their online paperwork did it say I was purchasing collision with a deductible. Enterprise never produced any document to that effect and did nothing but try to evade my questions. After a lengthy dialogue they finally denied my claim. I ask you, how can anyone compare prices online if you don't know what you're paying for? In my opinion this is a clear case of false advertising in order to lure customers into a purchase not knowing that the package price you are comparing with others is not the same.

Original Review: July 28, 2015

My daughter rented from Enterprise. Picked up her car at the downtown Edmonton location. In the walk around, they noticed a dent in the door but it was not written down. When she returned the car to the Spruce Grove location, they noticed the dent. She explained that it was already there. They contacted the other location and it said, "Yes, there was a dent." But Enterprise claims that she made it bigger. Now she has been informed that she is being charged over $1200 to have the entire door replaced.

Now I rented from this location not even a month before this situation & unannounced change in their Indiana policy, she stated. It's really unfortunate how it ended. She lied, we didn't receive the rental & nowhere in their policy does it state they only take landline phone bills as proof of residency. I WILL NOT RECOMMEND ENTERPRISE to anyone I know. They are a disappointment to many people who deserve equal service. I give them a rating of 10 thumbs down.

I did not receive a call the week before, so I went to the office again on Monday, 4 days before I was leaving on vacation. The manager "waived" to me but was with another customer and another man waited on me. He pulled up my info and said, "Yes, we have you for a MID-SIZE -- 5 passenger SUV." I said "NO," had NEVER had a discussion about a mid-size SUV -- 6 people won't fit in a 5 passenger vehicle!! (Meanwhile the manager left.) The man said he would have the manager call me as soon as he got back.

The manager did call but started the same conversation, "We have down for a MID-SIZE." I refreshed his memory and reminded him that I had been in there twice and all conversations and reservations were for a LARGE SUV (which they originally quoted me at $503 for a week plus $94 per day for any extra days). He said, "IF I can get one on such 'SHORT' notice, it will be $1150 for the week." I said I didn't believe 3 1/2 MONTHS was "SHORT NOTICE" and that DOUBLING the PRICE pretty much sounded like "BAIT and SWITCH"!!

He said he would see what he could do and I asked him if he could let me know by the end of the day. He said, "OH NO, it would be at least Wednesday or Thursday," before he could get back to me, to which I responded, "I LEAVE early Friday morning. What do I do if you call me THURSDAY and you don't have the vehicle? "He didn't really have a response for that AND I NEVER HEARD FROM HIM AGAIN!!! You would think giving a RENT-A-CAR company 3 1/2 months NOTICE of what you needed and verifying that reservation 3+ weeks prior to leaving that there would not be a problem!?!?! My advice -- DON'T USE ENTERPRISE if that's indicative of the way the company does business.

The answer was that I had to "sit and wait" because again there were no minivans at the moment. In the meantime 5 people, some of them visiting from another country, were at my home waiting to leave. Obviously very upset I left, since I was offered ZERO solutions to this, for me, huge issue. Once home, my partner called, NOT THEM, to make sure my card hadn't been charged, to which call the same employee replied I didn't give her the time to explain that our minivan had been recalled (again where was the solution to the issue), so then she said she was going to try to find an SUV and would call in a few minutes.

After 1 HOUR WE CALLED BACK, never received a call from them, to find out there was no SUV, nothing. So we had to arrange to get a second car, reorganize the entire weekend, with a huge inconvenience, leaving late, and with the feeling that they had absolutely zero interest in resolving an issue they created. All this on my birthday. Worst customer service ever had.

When I returned the car to Dulles Airport, I waited over 15 minutes in the return lane; no one came to check me in. No one even acknowledged my presence. Since the bus to the airport had arrived and was loading I left. Now 4 weeks later I get a letter telling me I owe $239.00 for a broken windshield. I don't think so. I also realized that the agent had asked what my insurance deductible was and wrote it on the rental agreement, and circled it. Stay away from this company. Customer service is horrible and they are running an insurance scam. They should be investigated for fraud. I rented in Maryland, returned in Virginia; the repair company is out of West Virginia. I live in South Carolina...

Updated on 08/14/2015: Like everyone else here I am very dissatisfied with their service. Just an FYI... I wrote a letter to the CEO of Enterprise Holdings complaining and questioning their honesty. I just received a form letter from the claims department letting me know that they have decided to take care of the damages and cost of this claim... Take your complaint to the top... CEO Pamela Nicholson. 600 Corporate Park Dr., St. Louis, MO 63105.

Today, in looking at my credit card statement, there is a charge from Enterprise. I called and found out that I was being charged for returning the car 2 hours late. As I explained over and over to the customer service agent, I was not late. I understand the 24 hour rule. She transferred me to a manager and after holding for 30 minutes, I was told there was nothing he could do. I don't understand how I was given bad information in the beginning, how the return agent at the desk couldn't tell me there was an additional charge so that we could have settled things at the time, and lastly, how customer service could be no help at all.

I rent a lot of cars professionally. However, the cars are normally not with Enterprise. I actually liked their Florida rental car and considered using them for my next professional trip (this week). I have completely changed my mind! I would rather rent with a company who will be honest with me regarding the charges versus back ending me after the fact. I encourage anyone who rents with Enterprise to watch out! Make sure that you demand to know any additional charges when you return the car. Otherwise, you just may have an unknown charge show up on your credit card. If that happens, don't expect any help from Enterprise in reconciling the matter.

I had no idea. I had to cancel my weekend plans, go home, pack a bag and make the drive Which meant I also had to pay for a hotel to stay overnight. All this would have been fine...had I not been told when I placed the order for the truck the week prior he was able to make the drive on his own! Cut to a month and a half later I received a letter in the mail yesterday stating my rental car had failed to pay a toll in IL and I was being assessed the toll fee ($1.50) and a $13.00 "service fee." Again, fine... except I was never in IL! We drove from WI to MN.

First thing this morning I called Enterprise and explained the situation. I was told I needed verification I was in MN, so I contacted the hotel where I stayed. They immediately e-mailed me verification that I had indeed checked in an hour and a half before I supposedly ran the toll in IL. I then emailed the verification to Enterprise. I requested a response that it had been received. When I hadn't heard back by the end of the day, I called again and spoke with "customer service" supervisor, Cynthia. The person I sent the first e-mail to was gone for the day, so I sent the same e-mail with the verification attached to Cynthia.

Oh, did I mention I also had to Google "IL toll 33" and send a link with the address of the toll station while on the phone in order to prove that IL toll 33 is actually in Illinois and not Minnesota??!! After all that, I was told "Sorry for the inconvenience" and it would take about 30 days to refund my credit card WHICH THEY HAD ALREADY CHARGED!!!! Hey, at least my local Enterprise offered me 15% off my next rental. Never. Again. I'd rather walk.

Myself and my fiancé have rented from this location numerous times over the last several years and have had overall good experiences, usually issues with incorrect reservations, but never a problem with the staff; so when my insurance company asked where I would like to rent a car while mine was being serviced, I of course chose Enterprise. I arrived at the location on July 22, 2015 and was helped by Shellion. She was very pleasant while entering my information into the system and then she brought me outside to the vehicle I would rent, a Hyundai Sonata.

The car was not in the greatest condition with marks and dents throughout and it was not clean. The inside was not appealing at all, covered in stains and was clearly not cleaned in anticipation of my arrival. Shellion mentioned that they had just received the car from the Newark Airport branch (which would explain why it had “EWR 27K” written on the driver side back window and was dirty; they probably did not have time to clean it) and then said, “Newark Airport always sends us their piece of crap cars.” I was a little uneasy over that comment, but thought I would only have it for less than a full day and I was in a hurry, so I let it go.

Shellion and I walked the vehicle and she showed me a card that could be used to determine what scratches/dents are worth noting, which was the first time I have ever seen such a thing, but she didn’t even use it anyway. We made our way to the front passenger side toward the bottom of the bumper and I noticed numerous white scratches along the bottom. I pointed it out to Shellion and she said, “We don’t have to worry about those marks because they’re at the bottom.” We continued on the passenger side where those marks continued along the bottom, but I didn’t point them out again because I was just told that we don’t have to worry about them. We finished and I left soon after.

My fiancé, Blake, returned the car on July 22, 2015 just after 8:30am and that was when the worst treatment a customer could receive took place. Kimberly walked the car with Blake and accused him of damaging the vehicle, pointing to the white scratches along the bottom of the frame. Blake insisted that she was mistaken and asked to speak to Shellion so that she could confirm that it was not his fault. Kimberly looked at the paperwork and insisted that Shellion would have noted any marks on the vehicle on there, yet she didn’t notate any of the marks that I pointed out that were along the bottom of the car. Shellion arrived and looked at the vehicle and said that she only knew about the marks on the bumper and the ones on the side were new (please note that they are the same exact type of marks).

Blake called me and asked me if I knew about any marks on the car and I told him that I remember the ones along the bottom of the car on the passenger side. Shellion told him that I was “lying” and insisted that only the marks on the bumper were there. Blake tried to reason with Kimberly, pointing out that before he told me anything I instantly referred to the marks along the car and that all the marks are identical, how could I mimic them? Kimberly rolled her eyes, scoffed, and repeatedly told him that he was at fault. Blake is a state law enforcement officer; he just got off of work and was in full uniform. He was standing in front of other customers and his integrity was being questioned loudly and publicly. Kimberly and Shellion’s actions were so disrespectful and rude that no apology can make up for the embarrassment from this public display of obnoxiousness.

Since Blake nor I added any damage to the vehicle and Kimberly was unwilling to listen to him, Blake suggested she call the police so a report could be filed; there was no way that we were going to allow her to hold us at fault. In the meantime, I called Corporate Headquarters and filed a report with Barb. I conferenced Blake in so that he could provide more detail. Blake excused himself from Kimberly and let her know that he was speaking with Corporate to resolve the matter. A few moments later, Kimberly approached Blake and said, “I am going to take responsibility for the damage on the car, but I just want you to know that I know you damaged it and I believe that Shellion is telling the truth.” Blake could not believe her words and told her that she and her entire staff should be re-trained.

One would think that this is where the story ends, but now knowing how unprofessional and immature Kimberly is, I am not surprised that it continues. As Gio (another employee present, but the only one that displayed good customer service) drove Blake home, Kimberly called (note that the phone was on speaker) and said, “I just want to make sure you are okay and safe.” Gio assured her that he was, but Blake was shocked that she asked that question. Blake presented himself as the well-mannered, respectful, polite and level-headed person that he truly is and Kimberly had the audacity to question his behavior during the car ride? Unacceptable.

I have noticed that Enterprise does not have the best reviews online and is not BBB or Consumer Affairs accredited any longer. After this experience, I can see why. The staff at the Bayonne branch needs to either be replaced or put through a training program because they lack some much-needed customer service and communication skills, as well as how to inspect a car properly and make the proper notes prior to the customer leaving the branch. They have an entire sheet of paper to write on, they should utilize it and notate everything. I personally think that Shellion did not expect Kimberly to check in the car and when her mistake was brought to light, she did not want to get into any trouble and that is why she only acknowledged some of the marks.

The bottom line is that I received a vehicle that was just transported from Newark Airport that was not checked in properly, which is evidenced by its unclean condition and the “EWR 27K” writing on the window. Their failure to check in that vehicle and their poor job related skills are what lead to this outcome. I hope this experience will be used to evaluate the operations of not only this branch, but for the company as a whole.

So I told them I would come get the car because I was told they had to wait until someone came in to pick me up. So I went to the office. I asked what was the price per week and was told $237.47. I asked how much for someone else to drive and they said $3.00 a day. When the car was given to the person helping us, he said, "By the way there is a $250 holding fee." Why wasn't this mention the day before, because by this time I am pushed for time and don't have time to go to another place so I say alright. I called and rented for an additional week because I was on vacation and was very busy.

I was so busy I never had time to read the contract. I called and said I was wanted to rent another week and two days but would be using another credit card. They said I would have to come in in order to do that. So we went in and was given a printout of the two weeks and another printout of the week and two days. That's when I got the shock of my life. We were being charge about $300.00 per week and $383.00 for the extra week and two days. And on the contract, there is no total charges or amount due. Have decided to take car back and cancel the week and two days. I will never use Enterprise again.

The staff who lend us the car on day 1 told us that our insurance do not cover what they are offering and that we will be left financially responsible if something happens to the car. He let us sign the contract and that is what that guy over the phone is using as something to hold us back. Truly, in a business world, the word fairness is so vague and people are controlled by the desire to earn/get money in ANY WAY. Just be extra careful when you deal with ENTERPRISE at this address. Sorry to say but I am not recommending this car rental.

Bear in mind the car was defective before they rented it to me which could not be properly detected upon spot checking because there was a fault with the undercarriage which literally fell down and was scraping on the ground while on the highway. To top it all off, I was transporting my children which made the journey even more scary. I had called it in the same day and switched cars the next morning with everything going smoothly up to that point.

Lo and behold, 2 weeks later I got a damage claim in the mail. An ** named Derek (yes, DEREK) who was a damage claim agent called me and had no information for me on how to escalate the matter (Apparently Derek is the lifeline of the company). It took Twitter and Facebook for anyone to reply to my concerns. However there was still no resolution and now I have been sent to collections without a glimpse of hope. They also wrongly charged my fiancee's credit card for the claimed amount just because she had rented under my name before which we took offence to. We got the charges reversed ASAP. They may have good deals but the list of complaints go on and on. DO NOT rent from Enterprise. They have an unorthodox way to make money. They will not be getting a cent from me.

Finally when I called my auto mechanic and checked with him again, he said he would be able to take my car in for repair and then I went to the Milton store hoping I'll be able to get a car! There were a couple of customers and I waited patiently. Finally a guy standing beside John (don't know his name), called me to the counter, asked about my details including driver's license, what kind of car I was looking for, for how many days, etc.

I gave him all my information and he was just about to give me the car and John got involved and he asked whether I was the same person who had called earlier to cancel my reservation, and I said, "Yes, I had to because of some circumstances." As soon as he found out, he just started acting as jerk! He blindly said that there is no car available. Upon me insisting that the other guy was just confirming my rental agreement until he jumped in but he (John) gave that guy a look and then finally that guy also turned around and said they don't have any cars available. I figured it out right away that it was because of John they wouldn't rent me a car. As I was leaving I told John that it wasn't fair and the comment he made was, "When you cancel your reservation at 10 to 6, you don't get a rental vehicle."

All I wanted to let the management team of Enterprise Car Rental know that a person like John shouldn't be working as a customer service guy or manager at your car rental locations. As a customer I am very very disappointed and would definitely not recommend anyone from my friends or family to go for rental cars through Enterprise! I hope some appropriate actions will be taken against John because it won't do me any good but hopefully some other customers won't experience the bad customer service.

Afterward we met with an agent at the kiosk in the garage. We selected a car and walked with agent before signing agreement and leaving. Before we made it out of the garage we noticed that the tank was only 1/3 full, so we returned to the kiosk and explained. A different agent made note and offered to have us return the car empty in lieu of switching cars. We agreed and he put a note on the contract with his name/number.

My wife did set up her Bluetooth and noticed at least one previous account with a very crude name; used the car minimally over the next few days. Primarily to drive to and from SLC to Park City and two excursions from the house we were staying at. We were not involved in any accidents and no damage was done to the car prior to us returning it to the SLC rental center Tues, 7/7. Arrived at rental car center on 7/7 around 5:30 am to return car. No one came to the car, so I walked up to the kiosk. Found 4 Enterprise employees and they stated that the computers were down and therefore a receipt could not be printed.

I told them that was fine, but explained the issue with the gas and wanted to ensure that I would not be charged for returning car on full tank. Two of the individuals followed me back to the car. I left the receipt with one of them and he stated that he will leave the contract (with fuel notes) on front seat so that I would not be charged. Noticed a voicemail message in the morning on Wed, 7/8. Message was from a male, but I was unable to understand the name. He stated that they noticed car had a large dent on right rear fender and asked that I call back to explain. I returned call and spoke with a Tracy. I told her the truth, that there was no issue with car when I returned it. She said that she would forward comment to manager.

On 7/9, I checked my credit card account online to check on rental car charges and noticed a pending post from Enterprise $500 or so more than anticipated. At 1:30 on 7/9 I called the local office number again and the phone continued to ring, but no one picked up. I did this a 2nd time and again no one picked up. I then called another local number and was able to speak with a Mark **. He was unable to get a hold of anyone at the back office (original number) and stated a couple of times that he was extremely busy and asked me to leave a name and number so he could return the call. I told him that was unacceptable and that I wanted to speak with a manager. He stated that he was the manager and asked what car I was calling about.

He told me he saw the car and that there was a basketball sized dent in it. He also stated that no one drove it after I dropped it off. I said that someone must have hit it after I left and asked about cameras that would show the condition of the car when I returned it. He said that only the airport would have access to those. I then asked for name of the individual that received the car. He said that he did not have that information, but that the claims department would have it. He recommended that I contact them to get additional information.

At 1:45 on 7/9 immediately after speaking with Mr. ** I called the customer claims number and after being on hold for over 15 minutes was able to speak with Robin **, a customer care associate. She was unable to provide me any information about the claim other than to say that the local branch has 10 days to submit the claim. Different than what Mr. ** stated prior. She did show me how to find a duplicate copy of receipt on the Enterprise website and at that point we confirmed that I have been charged a $500 deductible. Robin did confirm that she will be the one I receive a message from regarding the claim, but that anyone in the department could answer my questions.

I have since sent 3 emails to the Enterprise CEO Pam Nicholson and Laura Bryant Assistant VP of Corporate Communications requesting that they have someone look into this incident. So far, no response from any of the emails, the SLC branch, or customer care. Due to the lack of response from Enterprise I have contacted American Express to dispute the $500 deductible. My next steps are to go to social media and continue to express my frustration/anger. Truly wonder how Ms. Nicholson and Ms. Bryant would feel if this happened to them and what they would do in response.

Original Review: July 20, 2015

My wife rented a car in Wichita Kansas, which she drove to Kansas City KS. When she returned the car several days later she was told that she had driven through hail and the car needed to be inspected. My wife denied driving through any hail; she had passengers in the car with her who could corroborate her denial. Her sister drove a separate car in front of her and did not see hail and her rental car had no hail damage when she returned it. My wife had the car parked by valet in the underground parking garage, for which we had receipts. A search for hail during the time my wife has the car was negative. There was hail, however, in Wichita during several days the week before before she rented the car.

When my wife got home she called the Enterprise customer service. The agent told her that there was no hail in the area and she would not be charged. Of course a couple of weeks later Enterprise sent us a letter saying they found 9-10 tiny dents and charged us $900 for repairs and a $100 service charge. They ignored their own customer service agent from their own claims department. They ignored the official weather reports indicating that the hail must have occurred before she had the car. They ignored the official reports that there was no hail during the time she had the car.

Despite us pointing these facts out to Enterprise in a certified letter, including documentation proving our claims, they now demand payment or they will send us to a collection agency. Logic has no meaning for this company, which acts like it's only core value is aggressive collection of money. After renting cars from a variety of carriers for over 20 years with no hassle and no claims this is the first time we have had to deal with an entity as corrupt as Enterprise.

As an aside, our travel agent later set us up with Alamo during a vacation, a company also under the Enterprise holdings. We got charged over $1100 for scratches and a dent on a ratty car full of scratches and loose interior panels. At least I could understand how, in theory, we could be held accountable for some these scratches, and thus we are making arrangements with our insurance company to pay this claim off. But hail damage in the absence of hail? When the car was subjected to hail the week before my wife rented it? I implore all who read this to save themselves future pain and hassle and rent vehicles from some company not under the Enterprise umbrella.