Enterprise Rent-A-Car Reviews

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.

I brought my concerns to **/Enterprise representative attention. Her response was to have the cost of gas when vehicle is returned. I requested another vehicle, ** said, "these (large passenger vans) are hard to come by, I just got this one this morning." ** indicated, that I was lucky to be getting this van. I reminded **, that my reservation was made April 9, 2015. I made several calls 2 weeks prior to pick up to ensure there would not be any problems. An Enterprise representative called me the Thursday prior to my Saturday pick up to confirm. I felt cornered with no choice except ruin my vacation or take this questionable unsafe vehicle as it was a Saturday afternoon and most rental companies were closed/closing.

I arrive home with the vehicle, I notice filthy stains throughout and heavy air freshener to mask the unpleasant odor. My mistake, because neither ** or myself inspected the inside of the van. I called the airport Enterprises in a 100-mile radius looking for another vehicle, none was available. I called the 1-800 Enterprise number, voice my safety concerns as well as request another vehicle. I was placed on hold and blindly transferred 3 times. Finally, a young man in "roadside assistance," pick up; he questioned why I was transferred to him. I explain my concerns for the 4th time. He says, "I'm not going to transfer you again. I don't work in that department, but I'll take your complaint and the general manager of that location should contact you on Monday (July 13th), no later than Tuesday (July 14th)."

My 4 generation family set out on our trip from Baton Rouge, Louisiana to Orlando, Florida. The van shakes and pulls so bad, it made my back and shoulder hurt trying to keep it on the road. It starts to rain - the wipers are in such poor condition it was vertically impossible to see. Only 2 cup holders, in this 15 passenger vehicle are in working order. I felt like I had rented from a mom and pop shop, instead of a large reputable company. I had been a loyal Enterprise customer, after this fiasco; I'll certainly give others a try.

I returned the van today (July 20th), never heard a word from customer service or the general manager, in 9 days. ** attempt to say, "I gave you a 5% discount for all the problems." I remind ** that the particular credit card I used had a 5% discount at Enterprise. I would gladly pay full price for a safe vehicle. As a side note, this was my 3rd recent rental from this location and encountering **; each time was unpleasant. She tried to rent me a dirty stained vehicle, another occasion she stated "I'm going to upgrade you"; never indicating the additional cost (I took that vehicle to another location and swapped). I pray Enterprise gets this vehicle the proper service, before renting to another unsuspecting family and someone loses their life.

In few moments I got another car with the same driver license from ALAMO. The sister company without any issue like that. Therefore I would like to know if such a behavior is accepted in Enterprise? And is that the policy your company's way of dealing with my nationality? I made a complaint by phone without any response yet. So please inform me if that is accepted by the company management.

Therefore, we left without a car making it so we couldn't go and do what we wanted to on our vacation. Apparently Enterprise can take the reservation but they can't keep the reservation. Nice Job Enterprise. Last time I will use them. Or maybe next time I will come in with a insurance claim and that way because it is the law I will get someone else's car. What a joke. Really. After I got back I called and corporate office called me and stated the girl at counter mis-talked cause it isn't against the law however it might be an agreement they have with the auto shop. Really? I guess they don't care about other people renting cars. He also said that many cars get in accidents up that way. Really, car's check engine lights were on? He also said he spoke to girl at counter and she said our reservation was at 12 pm. Really, how can that be when I have a confirmation stating 2 pm. So she gave our car away before 2 pm anyway.

Why didn't she try calling again, why didn't she leave a message. This whole experience was awful. Thanks for ruining my vacation. All they did was get my address and say they are sending me some voucher for a weekend rental. Really, you ruined my vacation, I had no way of getting around. NICE. They should pay me back for my vacation expenses, cause if I knew I couldn't get a car, I would have gone somewhere else.

On July 10th, 2015 Enterprise called and informed me that Buchan's auto had my car ready (Buchan's auto body is located across the parking lot from Enterprise). I filled the gas tank, and took the rental to Enterprise parking lot, then returned the keys to their office. I asked the agent about my 100.00 hold. Dan the agent told me that it would take verification in order to take the hold off, then he called me at home and said the hold would come off by the following Friday. To date Dan from Enterprise still has my money. I am sure there is fraud going on at this branch. I think Dan took the 100.00 from my visa and is waiting till his payday to put it back. Any time that I've rented a car in the past I have never had to wait for my money to be returned. Yes, there is definitely fraud going on.

Original Review: July 17, 2015

Yesterday, July 15, 2015, I called for a reservation early in the afternoon for 5:00 pm. I showed up about 7 minutes early and was informed the vehicle was still in transit and should arrive shortly. The female was polite and seemingly in training. While in an effort to complete my paperwork, people started coming in the door. A male employee started raising his voice to her to stop working with me and take other customers. He raised his voice to another employee last time I rented. No one ever got the documents they require of me.

A few minutes later the male said my rental arrived. He took my husband and I outside. It was a Jetta. He quickly walks us around the car and points with his foot that they were aware the passenger front side hub cab was missing. The tire appeared a little low to me. He only handed us one key. I asked where the second key was. He said there was only one. I looked at the contract and it clearly indicated two keys. When I told him that, he said that is how he makes his one's. I was trying to make notes on the contract and he started yelling at me that I was not allowed to write on the contract or he'd have to write it all over again. I considered leaving, but it was late in the day and we were in need of a car! My husband agrees that the man was rude to me.

The brakes seemed to stick some. I took pictures of the singular key and the missing hub cab. A lug nut was missing as well. I received a call this morning from the female from last night. I told her of my frustrations. She was pleasant then. I also called Diana ** this morning the district in charge of Martinsburg and left a voicemail. Her voicemail sounded a little snotty toned stating she'd return the call when she found the time. It is 9:49 pm, I haven't heard back from her yet. Around 4:53 pm today, a warning light came on. I looked it up and it said low tire and that it could cause the brakes to fail. Front tire, great! We drive the car over 200 miles a day.

I was in the area, so I took the car back for exchange. The female was still nice, but seemed a little reserved with me. The male from last night jumped in when I asked them to return my pink copy. He mumbled something to her and she started to put it in what looked like a shred box. I told her again I wanted it back, she handed it to me! I got a replacement rental. She was still nice, but kept emphasizing ma'am to me. He came out and hovered around. She said I seemed like I had reservations. I said he made me uncomfortable and I am considering not renting in the future from Martinsburg. I found out he is the Manager. His voice sounded familiar when I called about a weekend rental a long while back and he bluntly stated they were out and he hung up on me. I hope I don't have any more issues when I return the replacement car on Monday. I do plan to further complain to Enterprise.

When I arrived to turn the vehicle in, there was no staff at the Fajardo branch to assist me but a note and a phone number was left to contact staff. I contacted Carla **. She asked me if I was on a tight schedule because she was half way to her other branch and she was the only one working because one of her employees called in sick. I said "Yes, I was headed out to visit El Yunque National Rain Forest". ** said she would head back to help me. ** arrived and was very professional and helpful. She ended up accommodating me by giving me a reasonable discount for my inconveniences. Thank you Carla ** for taking care of your customers.

Well this is a lesson to everyone. I come to drop the car back off after a week rental. When I pulled up I was greeted by this employee who took the keys to get the milage and gas off. Once he comes in, he tells the rep to look over the car. We walk out and and she uses the agreement to make sure everything was covered. We get to the bumper and she says here are 2 scratches. She ask did you hit anything. I told her no, cause I know I hadn't. So she says we will have to file it with your insurance. So I'm like no I didn't do anything to the car. So she goes and gets the dude that rented me the car to see if he seen it.

When of course he didn't I didn't. Well at this time the lady rubs her hand over the scratch and it disappeared. So when I see that it was bug gusts so we wipe them off, and then she rubs under the car's undercarriage. She says the undercarriage is scratched we will have to file this on your insurance. At this time I'm mad cause it's obvious they are trying to charge me for something I didn't do. So we go and get the manager she didn't even get down and looked. She said I agree you have to pay. I nor the employee checked up under the car when I got it. I had on work clothes I wasn't getting on my knees to check under a rental car. But if you rent from Enterprise you might want to.

I will never rent another car from them and will tell as many people as I can. I will also look into legal advise as well cause I think they are just trying to rip customers off. I have come to find out that this location has done this to many people. Something needs to be looked into instead of cheating the customer. #NEVER AGAIN

We recently took a vacation to northern Indiana in our RV and didn't wish to be aggravated with towing a vehicle so far away. Reserving a vehicle online could not be easier and we chose a basic four door economy car for a week in advance. Enterprise offers a courtesy pick up service and they sent a driver fifteen miles to pick my husband and I up. The driver was a safe and conscientious driver, delightful and very personable which made a scenic ride all the more enjoyable. Upon arrival we were warmly greeted by the counter agent and told that we were to be gifted with a free upgrade to a Dodge Challenger!

The location manager rudely, louder than necessary and abrasively interrupted the counter lady servicing us over a matter that should have been private and we did not feel needed to be discussed in front of clients - I sure didn't appreciate it at all and was not only embarrassed but stunned by her nasty behavior towards not just the counter lady but several of her staff in just the short time we were there, not to mention her frightening lack of professionalism. (The disgusting behavior continued for the entire time we were onsite. I asked the counter representative who she was and when she told me that was the location manager, I was speechless!!)

She is what one would expect from a lesser company and is the first Enterprise employee we have ever encountered though the years that just did not fit in with what one expects from a company that not only meets but exceeds customer service excellence. We remembered her from last year (did not deal with her but seen and definitely heard her) and assumed she was new, probably just having a bad day and we were doubtful she would make it through training. In over a decade of doing business with Enterprise at least half a dozen times a year in different locations, this location manager has been the only two ugly experiences we have had with them.

Me and my daughter however decided between the two of us to start calling around to closer locations. She had spoke to ** at the Garth Rd. location (Baytown, TX) and he informed her that they had lots of cars available, so she called my husband and he personally drove over to that location. To his surprise he was informed that they didn't have any cars available. I called around to all the Enterprise locations and informed them we had reservations, but of course no one had anything available. I decided to call the airport location myself to confirm that they had cars before we drove an hour away. Good thing I did.

When I spoke to the gentleman on the phone, I informed him that we had reservations. He looked it up, saw we had reservations and informed me they had nothing available. Why do we make reservations if you don't honor them? If I had made reservations for a hotel, were they going to leave me with no place to stay? NO, but yet we were left with no vehicle. This is not the first time this has happened with us and Enterprise, we had a rental a few years back - it left me stranded on the side of the road. Did they come and pick it up? NO! Did they come pick me up like they advertise, or did they bring the replacement to my husbands job like he asked? NO! And again no vehicles to replace the car that was broken down.

We searched for locations that had vehicles, again were told to go to the airport. So what does my husband do with the car? He gets a wrecker, loads the car up to drive to the airport location to get another vehicle, and they don't have vehicles. This makes twice that I was crazy enough to use Enterprise. I will look at other rental places even if it isn't local just to not have to deal with the hassle that they give you.

But, from this conversation I knew there would be a problem. And, by the way did I mention I have been renting from Enterprise for probably a decade. I am an Enterprise Rental Car Plus member. Members of my family have been renting from Enterprise for years as well. Usually, when we travel we rent cars so we do not put miles on our own personal cars.

So we have a long history with this company. And, yet I feel like this company does not value longevity. To further indicate this I need to give the experience I had when I arrived to pick the rental car up. When I arrived the lot was nearly empty, another bad sign. When I got to the counter and gave my name I was informed about the car they had for me. When I took a look at the car, I asked was it a full size car because it did not look like a full size car. The car was not a full size car. I gave them my reservation number so they could see that I requested a full size car (it was an upgrade that I was paying extra for). The rental person told me they did not have a full size car available and instead tried to put me in a minivan. I informed him that I did not want the minivan and I was not happy about this. There was further discussion about getting a full size car from another location but of course there wasn't any available.

I was told that he thought I just wanted a rental car because this would in other words be o.k for other customers. I was told they get the majority of their customers from insurance claims. This sort of blatant disregard and disrespect for me as a customer went on for way too long. I had to just stop this young man and tell him if I just wanted a rental car I would not have taken the time to put in a reservation online for a certain type and used my free rental points. By this time I was there for close to 45 minutes. I felt like I had no other choice but to take the wrong size car. I asked that I get charged the rate for that size car. The amount I was supposed to pay would be $132.88, when I looked at the bottom of the rental agreement it has $167.25 - this is $34.37 more. And, the kicker part is I do not have my upgrade.

However, despite the rental person and the branch manager actions, I do not really find fault with them. Since I've been doing business with Enterprise for a long time, I've noticed I will have somewhat the same problems when they bring a whole new set of people into this location. I've got to go back and forth with them on service. So as I informed the branch manager this is it seems not a one person problem but an Enterprise Rental Car system problem.

The company brings new people in and is training them right because if they were you would not keep seeing the same issues. Enterprise may have an Enterprise Plus program but what does it really mean to its long time customers when they are not treated with respect and valued for their commitment for staying around. Companies are built and last with their customers but with the way Enterprise Rent A Car AKA Extinction of Rendering good Customer Service keeps going they will find themselves out of business. Oh! But I forgot I am just a renter, not their typical renter I must say because I am renting without an insurance claim.

July 14 2015 I return the car. Amanda check me in and walk around the car and spot a dent that supposedly happen while I had the car. I explain to her that it was late when I checked the car out and the manager must have missed that. She said "No and we will have to put this on your insurance." I see she (Amanda) picks and choose when she is going to do her job. I know will not help anything but I do feel a little better after airing this out but I do know that I will never ever rent a car from Enterprise again.

Complained and was offered a car on Monday along with apologies by regional manager. Told me driver would pick me up in 40 minutes. Almost an hour later, regional manager without an apology told me "no car available, wait for tomorrow." HORRIBLE so-called service. No resolution to my issue. Just blown off a second time! Will NEVER darken their door again. Cheyenne Enterprise sucks!

So this company keeps your card details and watch out for "secret erroneous" invoices and unauthorized charges to your account months after the rental period expires. I tried to contact the company and clarify what's the issue, however to no success. It's safer to change the card than to deal with the thieves at Enterprise Rent-A-Car company. I recommend to choose any other rental company or to take public transport to avoid regret and bitter experiences!!!

I called today 7/11/15 in the morning to verify, and they said it was available. When I got there, I saw the Tahoe drive off, so I got in the office and asked about the Tahoe that had just left, the person (whom I found out was the manager afterwards) told me that it was due for an oil change. So, I asked how long it was going to take and she asked "Why?" very rudely. I said "because that is the car that I have been promised." She said "and who are you?" I proceed to tell her my name, she looked my name up, and said that she only had a minivan available and that my insurance company had approved for a rental of a small car not a bigger car. I said I was told yesterday that it was going to be rectify and that I did not have to do anything. And she proceeded to said, "besides you need to have a major credit card to be able to rent a bigger car".

At that moment I was feeling upset and disappointed and asked for the manager, she told me "I am the manager." And she proceeded to say "I can only give you the minivan so just tell me if you want it or not because you are wasting my time." I said, "okay." I don't have another choice because I need to be able to fit my family. She was giving me the paper to sign it without inspecting the car, I asked to inspect the car first. When we were walking out the door, she let go of it. The second time we went out, she was holding the door for another customer, and the other customer since he was a gentlemen let me out first, and said joking "I thought that the door was open for me", and she said, "It was!"

When were out there I told her, "you know you are being very rude", she in turn said that I was the one that was rude at first and there was a line and that she was not putting up with me, she did not even let me talk! I asked for a higher manager than her and she said that there was no one. I was thinking it can't be right, to be a manager she should have a better customer service attitude. I said, "you know what I am taking the car that I have, I don't want the minivan anymore." She said loudly "which car don't you want, this one?" Pointing at the minivan, I said "yes, because you are being very rude." She said "make up your mind already because you are wasting my time!!" I thought about my family not being able fit in the small car. I let my guard down and said, "alright for the sake of my family".

I was with my husband and a family friend, when we got in the minivan, OMG! The minivan had the sits filthy with food all over the place. And we all said "No!" We are better off with the small car that we have, is cleaner. So I went back inside and told her that the minivan was very dirty and that I did not want it, she went ahead and snatched the paper out of my hands and wrote on the paper and gave me the keys back of the other car and the paper. While I was out, I noticed that the paper had the minivan information, I went back in and asked that she changed the information to the correct car that I was taking. She did and gave me the paper back. I noticed how there was another person helping there, he was nice and treated the customer right; however, the manager was very, very, very rude.

I don't know if the problem was with Geico's adjuster not providing the correct information to them of my needs or Enterprise not rectifying the situation as they told me they would. This "manager" should have told me that there was no 7 passenger car for me available or say that I had to contact my adjuster to make the change first before I could get a bigger car. Also, she should not have assumed that I did not have a major credit card. The attitude that this "manager" gave me is just unacceptable. Enterprise should provide customer service training for their employees. I mean it is the first time that I encounter this kind of situation with Enterprise; therefore, I am in shock, disappointed, and very mad about the very bad treatment that I received today.

Please be advised, I am definitely not done with this matter. I will head on and report this matter to the FTC and any other regulatory agency that regulate the rental car industry. I just cannot believe you people would treat a long time customer in sorta rude and unprofessional manner. This is appealing and way beyond respect for your customers. The cost of replacing my garage door remote is not the least of my complaint.

I can by all means replace the missing garage door remote opener at a very minimal cost. My complaint was the circumstances that lead to the missing item and the manner by which the matter was handled by your unprofessional and laid back employees the night of June 29th 2015 at the Orlando International airport rental facility. Finally, I will be glad to post my complaint and your so called loyal response to the kind graces of the social media and patiently wait to see what kind of a response and feedback your company will receive.

When I came back to New Jersey though, Enterprise representative noted some damages. There was a tiny dent on the very bottom of the rocker of the van and something on the bumper. I wondered if I didn't see the dent when I picked the van up from the airport, as we all know the lighting there is dim and they didn't tell me to walk around the van and double check the condition in the daylight after I exited the airport. They billed me for repair of the dent that I couldn't prove wasn't mine, the bumper that didn't have anything wrong with it, door knobs, moldings, mirrors etc. It all totaled over $1400. Even after I tried to dispute the charges that weren't even related to the dent that wasn't mine, I agreed to pay it anyway since I couldn't prove it, they never reviewed the repairs made for something I wasn't responsible for. As it was a rental vehicle and no one on the phone could answer why I was paying for the perfectly fine bumper.

After long months of stress and stress-related health issues, I don't know why, but I just can't let go of how I got mistreated by Enterprise. They made it seem like I brought the van back with no fenders on one wheel! I am a single home owner. I struggle, scrape for school. I have so much other stress like growing property taxes and student fees besides this issue. I paid them every dime I got unfairly billed for, but I just can't let go of the idea that there are people just like me out there being taken advantage of absolutely unfairly. They are making a living on someone's health, overcharging us simple struggling folks. I have all of the receipts and proof that this whole situation was a little too much.

There's other companies that will treat their customers better than what I've been treated. I was charged an extra approx $150 on my card for a mistake and issue that was your company's responsibility. It wasn't resolved. Not only the issue of my credit card being charged extra, the vehicle that you guys provided to me was faulty. The car had mechanical issues and it forced me to have to pull over on the interstate, pull over again at the next local gas station, to find someone to help fix the car. Not to mention due to this, I ended up missing my meeting that I was driving up for. They also gave me a car that had a "soft top" where you can remove the top and drive with the top off. The top flew off while I was driving once I hit the interstate.

I ended up having to change the cars out at Airport Enterprise location, which was also out of the way of my trip. I explained this to many people within the Enterprise company, my issue has yet to be handled. Very unprofessional and I'm surprised being that I was referred to go to Enterprise by someone. Long story short, I WANT MY ISSUE HANDLED! You guys have yet to answer to me, and the charges you charged my credit card have yet to be refunded. When you call, they will tell you they have to forward it up to the corporate Help Desk and it will take 3 to 5 days for them to respond, it's a LIE. They'll never contact you back, hope that you never call again. It's disgusting that businesses are run like this.

I asked what happened to my Fusion and he said if I wanted a Fusion I should have shown up earlier that day while they were still available. I asked him why I was being punished for showing up at the scheduled time. They had Fusions and they knew I requested one, I should not have to fight for what I asked for. My schedule dictated that I could not pick up the car until 5:30. I even called Enterprise and complained and she said sorry but you should have gotten there earlier. I asked why am I an enterprise club member if you don't even show loyalty to their members? I should not have to show up early to get what I reserved. I will never use Enterprise again!

I inform her we didn't drive to any areas in Texas with hail. Several points: We rented a car with florida tags, that came in at 5:11pm. It was not clean, had just came into inventory. We received the car at 5:32. We requested that the car be vacuumed. The representative walked the car with us and we saw no visible damages. We didn't not look at the Roof of car and neither did the representative. We Just googled hail report in US no hail near Oklahoma or Texas. So I am being held responsible for someone else problem.

The same trained representative who checked me out, check the car in this morning. She did not look at the roof of the car as before. She precluded that the car the was in good condition, therefore neither time did she inspect the car before or after and see any damage, any hail before or upon return. The 5 hail hit the manager pointed out seem to be old and there for sometime and not very noticeable to the eye upon sight. I offered to provide receipts to show that we travel south, away from any inclement weather from the 2nd to 6th when we returned the vehicle.

I had no way to get to work the next day and I was being told there was nothing they could do. The (boy) that was I guess the manager was very rude to me and kept repeating the same thing over and over in a (couldn't give a **) attitude. He was saying that they could give me a ride home because they were about to close. So I was stuck with no car to get home much less get to work the next day. Here is my main problem with the situation. These employees were children, not adults. They acted like children about the whole situation. Had no skills to be able to help me in any way. I could not let them put a hold on my card for $350.00. I was going to have to pay for my car in the next couple of days. When there is a pre-authorized amount put on your card it doesn't come off for about 10 days.

The people at the Louetta Store in Houston, Texas actually called the police on me and told them that they had an irate lady in the store and that I needed to be removed off the property. In the meantime I was trying to let my fiance give them his card over the phone and they would not take it. So he then offered to drive up there and give it to them. They put me out of the store and locked the door behind me even though they still were helping customers. I looked in the window and the one that was in charge stuck his head out the door and asked what I wanted. I said to him (Garrett was his name) that my fiance would be there soon and was able to give them his card. This boy Garrett had the nerve to tell me that they were closed and they had a different store that was still open but it was over by the airport, about an hour drive.

Then the police showed and asked what was going on. I explained the whole situation and I was so humiliated by these kids because they told the police I was irate and was making all the employees uncomfortable. Not even close to the truth. I will never ever in my life rent a car from this company. They count on children to do an adult job. Not possible!!! Not saying all kids are immature. But these kids definitely were.

When I finally got to the counter. I had the pleasure of speaking with the same woman I had talked to on the phone, so I could continue my trip down rude lane. This woman introduces herself as the person I spoke to on the phone and continues to explain herself by waving her hand around the room and saying "See why I told you to come up here?" Then she asked if the accident was my fault and who the insurance company was, which was explained to her. After giving her my information (license and credit card) we went out to the car where my rudeness trip continues.

On the way out the door she asked if I was having a good experience and I told her that no this whole ordeal had been pretty miserable, where she remarks: "I am sure your experience with us has not been horrible." When we got to the car she proceeds to tell me I have to buy the rental insurance or if anything happens to this car (apparently it had hailed on her side of town) no matter what the cause she was coming after me for a $500 dollars and any remaining money owed. The whole time she is making a poking motion at me and at one point I thought she actually was. When I explained I didn't want to spend money on something that was not my fault, she told me the insurance company would pay for it and that I could just call them on Monday. I agreed and signed the paper thinking this would be all worked out on Monday and not wanting to worry about this car.

On Monday I called the insurance company and they refused to pay to the insurance so I returned the car which took another 30 minutes as another woman typed away on her computer (like a scene from a movie) and the other woman kept asking why I was bringing it back so early. I refused to answer because I just didn't want to lose my temper. The fact that enterprise employs these kinds of pariah to serve and mistreat their customers is ridiculous. The funny thing is this must be common behavior since it happened to a friend of mine as well. Sales should never outweigh service.

I just got a receipt in the mail from them for Toll fee's for using the 407. Fair enough, I went online to their website to pay, and there are no payments due under my information. I tried calling their hotline 877 860 1258. They open at 7:30am. I was calling at 8am. It took me over 10 calls, and being hung up on twice, before they finally transferred me to their payments department. Where I reached no one again, and had to leave a message. It is now 8:45 and I just got off the phone, for leaving the message.

These people will yank you around for your money. They are uninterested in helping you and even when you try to pay them for services due, their customer service is a joke. Do not waste yours and your family’s time renting with these people. They are the worst customer service experience I have had to deal with in my life. I will never be renting with them again.

There was also other difficulties with each rental. They never charged me a smoking cleaning fee, but after two times of being accused of something I didn't do, and the manager's attempt "educate me" I decided to close my account. Something fishy is going on there. I am completely unimpressed and cannot recommend Enterprise Car Share. There are other services available.

Just right before we were going out to see the car and inspect the car; because it was a hot day outside, the idiot stopped the reception from servicing us and sent her out to finish his work. We waited until the girl came back. He sent her right out with another customer, and the third one. That was when we ran out of patience. My wife told him that he should not do that while the girl was servicing us. He said he had every right because he is in charged. I I told him he is full of ** and called him a jerk. He picked up the phone and called the law officer saying he was being threat. He turned around and told us that he would not rent us a car and leave the premise. We told him that we would not leave until the officer arrived. We requested a copy of cancellation paper since our credit card and driver license information were in there. He printed out and throw it over the counter on the floor. My wife asked him to pick it up and handed it over, he refused to do that.

When the officer arrived, he lied to the officer that he told us to wait because he had no vehicle that the insurance company authorized - he did not and is not true. The reception was ready to walk us to inspect the vehicle. I myself associated with rental company, if customer has reservation; and rental company does not have vehicle ready to deliver, the rental company automatically offer upgrade without charge to satisfy customer. Unfortunately, Enterprise Rent A Car will not do anything about it and probably reward this idiot/jerk too because he knew how to lie. After being customer of Enterprise Rent A Car for 20 plus years we are going somewhere else. This complaint will be sent to everywhere that will registered such complaint including my insurance company, better business bureau.

** didn't apologize she continued with her threats that if I don't come in the next day and pay the insurance that I took out on the car she was going to turn me anyway, granted the rental has been paid up to next week but she making threats.. So if this what Enterprise calls customer service they need some help. I am outraged and plan to take her letter to channel 4 news and State Farm is not happy.

When I mentioned as Enterprise is being helpless, he went back in and came after couple of mins saying the system is up and gave the much more **! One Chevy Impala which is in a poor condition. When we requested for some other option, he mentioned in the whole airport the only available one is this where as we see at least 200 to 300 cars standing still. After coming home, we were really irritated and gave a call to customer service on fixing it... Spent 2 hrs in call and answer is they cannot fix anything other than asking us to travel to a different airport. The service is ** up. I would never recommend for anyone.

When the Associate came to pick me up I was surprised of the vehicle he was in. It was a mini-SUV (yellow KIA Soul). I did not feel 100% comfortable in it and was told that was the only car available. (I had a bad experience with SUVs in the past). During the ride to the Enterprise location to sign my paperwork, I was asked a lot of questions, i.e., "are you going out of town", "are you staying in town", "plans for the weekend", etc. I thought that was a bit unnecessary since the contract specified "unlimited" mileage.

They tried to sell me additional insurance although my insurance coverage includes renters (liability) insurance (I provided them with a Declaration Page). Upon returning the car after my trip, I was told that they "immediately" release the hold placed on my card. I returned the car on Monday. Today is Tuesday and the hold is still there. I will research the issue of the use of a debit card with Enterprise, and will use another rental car company in the future.

Additionally, the young lady that helped me did not know that my rental was set up through my employer account and she delayed me even more beginning to start the transaction by requesting my credit card. I was late for my commute and then I was given an SUV that was nearly on empty in the tank so I had to stop to fuel up which made me even more delayed, and now faced with rush hour traffic that I had planned, prior to being picked up late, to get ahead of.

Once I returned the vehicle, which was after hours on Friday, I noticed that I did not have an emailed receipt or a receipt to reprint online. I called the store to request a copy of the receipt to learn my ticket was not closed out and I was being charged an extra day. That was ultimately removed and I received the receipt by email. However, this tells me that the clerk initially set up the account wrong the day I picked up the vehicle. The first time I had this experience, I did not document it or write a review, however this poor customer service needs attention. The employees have no regard for how customers are treated.

Next morning, to confirm I called & a guy picked up and ME I HAD NO RESERVATION NEITHER DO THEY OFFER pick ups on weekend then was directed to MANAGER. He COMPLETELY DENIED of me ever talking to someone at his branch and told my rental reservation was transferred which never is/was the case. However he admitted there were 2 girls working the day before and I even talked to him with respect using words like sir/ sorry/ beautiful BUT the MANAGER HUNG UP ON ME!!! Might have good cars but management sucks. Niagara Falls Blvd, Buffalo NY. (God might have prevented a bigger accident but not rented from them again.)

Recommendation: Don't go to Ed Morse Honda and expect a decent car rental. Before renting from Enterprise purchase a suit up with a hazmat suit.

After driving the car for a couple of days, the check engine light came on. I was worried, and called the rental location, only to be told that it needed the oil changed and that I would have to bring it in so that they could take care of that. No offer was made for me to bring it in and trade for a different car. The impression I was under after I hung up the phone was that I would have to wait around the rental office for the car's oil to be changed so I could have it back.

Soon after this, I arrived at work. Since I had several packages to take inside that were sitting on the passenger seat, I made sure that the car was unlocked, gathered all of the packages and my purse together on the passenger seat, again made sure that the car was UNlocked, and got out of the car, closing the door behind me. Imagine my surprise to discover that when I tried to open the passenger side door to retrieve my items, it was locked! Driver's side door, also locked. I called the rental office and was asked if I had purchased their roadside assistance supplemental insurance (the one that I was never offered). I had to actually suggest that the employee call roadside assistance so that I could be let into the car. He informed me that I would be charged $57 when I turned the car in for the roadside assistance call. I'm not sure how he thought I was supposed to magically open the car without it.

When the guy from AAA finally arrived, he informed me that what happened to me is actually a feature of the newer Chevy cars. If the key is inside the car, but not in the ignition, and the door is closed, the doors automatically lock in order to prevent carjacking. This is the kind of thing that could have been very dangerous and left me stranded in a very dangerous situation. This is the sort of thing that I should have been informed about when I picked up the car. Today, the day I had scheduled to bring the car in to get the oil changed, I tried to bring all of these issues to the attention of the employees (who, incidentally, did not seem to be aware that I was scheduled to bring the car in for an oil change, despite the fact that the Waynesboro location appears to only have two office employees).

I was offered non-apologies, such as, "I'm sorry, but, we can't rent the car if it needs an oil change." Any "I'm sorry" that is immediately succeeded by the word "but" is not an apology. I did not feel listened to, nor were my concerns addressed, namely that I had been greatly inconvenienced by having to bring the car in and be without transportation for the time needed to perform the maintenance, and that I was now going to be charged $57 because I had not been informed of a "feature" of the car. I was asked to step outside by one of the employees where he informed me that he "did not appreciate" that I was complaining in front of other customers. I informed him that I had not been apologized to, nor had any of my concerns actually been addressed.

He finally offered to trade the Chevy for another car that had just been turned in, and after more complaining agreed that I could simply keep the new car for the rest of the duration of my rental. This solution should have been offered to me immediately when I called about the check engine light. The response should have been 1) "I'm sorry" (with no prevarication after). 2) "There must be an issue with the car; that should not have happened." 3) "Bring it in and we will have another car for you to drive instead. There should never have been mention of oil changes at all." As to the keys being locked in the car, again, the response should have been: 1) "I'm sorry" (without the constant, "I'm not saying it didn't happen, but...) 2) "You are right; that could have been dangerous. That should not have happened." 3) "How can I make it better?"

The employee finally offered to mark the new car as "empty" in order to offset the cost of the roadside assistance call, but only after I had been told that I was being unreasonable and I had then specifically said that my concern about that cost had not been addressed at all. Enterprise, when you train your employees, please tell them how to actually apologize to a customer. 1) "I'm sorry" (NEVER followed by the word "but".) 2) "That should not have happened." 3) "How can I make it better?" 4) Be quiet and actually listen, rather than trying to offer rationalizations. Do not tell the customer that you pride yourself on your customer service and that you have won awards. Do not tell the customer that you have already apologized, especially if any of those apologies had the word "but" after them. 1) "I'm sorry." 2) "That should not have happened." 3) "How can I make it better?" 4) LISTEN. That is it.

I am a US Army Veteran and have issues with PTSD. My aunt died that week and my car was stolen, now this. I was pissed off, subsequently words were exchanged. I snatched my license and debit card out of the hand of **, the assistant manager. He told me to get the ** off the property. I walk towards him and he ran. Then ** (manager) came out the office, mouthing off, wanting to fight me. All this is being recorded. Eventually me and my folks left the property.

I called corporate and filed a report with **, a regional manager for Enterprise. He reviewed the recording and stated that I was aggressive and at fault. I told him I was going to file a complaint with the Better Business Bureau and also any Veteran Association that I deal with. He stated that he didn't care about me being a Veteran or didn't care about any other American Veterans, whether disabled or not. I asked him who was his supervisor, he stated that he was the end of the line and my complaint would not go any further. He was very rude to me and hung up. I had a few choice words for him myself. I'll never deal with Enterprise or any other insurance company that refers to Enterprise again.

Original Review: June 24, 2015

In August of 2014 the service on my current car was going to take a bit longer than expected, so the dealership offered me a rental. Figured I would take it as I knew I had to pick up my children in the afternoon. It's almost a year later and I am still dealing with Enterprise. I picked up the car in the afternoon, a Dodge Avenger. It was clearly "worn," but didn't bother me. I made sure to note any larger dings I saw to avoid any issues upon return. I drove about 20 miles, picking up one child, heading home to park in my driveway, and then went back to Enterprise approx 4 hours later. The woman associate came out and walked around the car with me. We then went back in and completed the transaction, and the associate took me back to the dealership in a different vehicle.

After picking up my car and my other child, I returned home. About 2 hours after the return of the rental I got a call from Enterprise, claiming there was some damage on the car. I said I did not damage the car, and further told the manager on duty that the associate and myself walked around the car and there was nothing that was noted. I asked what they saw and they said it was a small ding, however larger than the limit, near the driver side. They wanted my $500 deductible and acted like they were doing me a favor. I said I did not damage the car and told them the procedure that they were following was inappropriate. I heard from them again in October; the Damage Recovery Unit (DRU), saying I owed $1000. I immediately called, told the representative what happened. She said it was improper, and an investigation would be performed.

A month later, another bill came. Without knowing exactly what to do, I filed a claim with my insurance. From Nov-Jan I got numerous calls from Enterprise requesting payment. My insurance company was able to get a copy of the damage they were claiming I did, and the pictures they sent showed many large scratches on the passenger side of the car. Anyone with eyes would have seen the scratches, and the employee and myself surely would have seen that, plus, I didn't damage the car. I made numerous calls to many many people within the DRU and Risk Management divisions. Throughout my convos I was told that Enterprise didn't even have a copy of my rental agreement, I still have the yellow paper copy (although I thought they'd have it in a computer, they asked me to send my copy).

I was also told my return was labeled a drop, a car that was returned when the office was closed. After all this time, all the various levels of employees I spoke with only tried to convince me that something could have happened while I had the car, and tried to negotiate a lower payment. The last figure that was reached was $290, and they acted as if they were doing me a favor.

While the number may seem small, I was more concerned with the principle. Someone had clearly made a mistake at the New Carrollton branch, and kept trying to cover it up. Apparently no one wanted to do anything about it, and it just went up through the ranks. My insurance company also mentioned that they had many similar claims, and felt enterprise had no leverage and therefore wouldn't pay out; and I guess they thought that they would somehow forget and drop the issue. Unfortunately, they kept pursuing me. As stated, to me it wasn't about the money, but that they felt that they could just come after a customer. No real effort was made to actually hear my side of the story, or even correct some of the inaccuracies in the notes and perform a more thorough and real investigation.

The last deal they offered in Jan was that they'd just attempt to get the $290 from the insurance. After not hearing from them for about 5 months, I got a collections notice in the mail. I began to call back all the previous employees and after the first call, got so frustrated with the whole thing I just decided to drop it. When I called back to follow up with the insurance they said that it was possible to make payment, however, it'd show up as an accident on my car insurance profile, which I would prefer not have as my profile is clean.

I'm not as concerned with the money as I am with the integrity and principles of the organization. While I understand poor customer services and lack of cars at check out is extremely frustrating, unfortunately I have come to expect that from some locations. However, trying to manipulate information to obtain $291 from a customer that followed the rules is unacceptable. All of the employees I spoke with spoke to me respectfully, but my frustration is with the inability of the organization to rectify this matter or even begin to acknowledge that the branch made an error.

Long story short, no car, just "I'm sorry" but still no car. The auto body owner had to drive me back 25 minutes to my house so I could borrow my kid’s car. So he wasted an hour of his precious time. I did get a car that evening but had to go to another Enterprise location that just got the car in. Huge inconvenience with RESERVATIONS!!! Do they not know or maybe they don't care what reservations mean. I would like the CEO of Enterprise to go to a restaurant with reservations and be told they don't have any seating for him. If fact, I would love the CEO to go on Undercover Boss and see what his customers go through.

This is the extent of what she told me. She did not tell me that my credit card had to have a certain amount, to wit, $270 or so available, and she did not tell me that pre-paid cards were not acceptable. When I got to the Ocala airport to pick up the vehicle, I presented at first, my prepaid card, which I had reloaded at a Walgreen's location, and she told me that was unacceptable. I asked her why she did not inform me that prepaid cards were not acceptable, and she lied to my face, in front of her supervisor, that she had. If, in fact, she had informed me of that, I would have simply made a payment on my regular credit card, straight from my bank account, and it would have been fine. She would not accept my debit card without a utility bill showing I live in Marion County, which she already knew I didn't have.

Then I showed her my First Premier credit card, and she stated that she would need 2 utility bills in order to accept that card, already knowing that I do not have any utility bills in my name. I asked her that since she called me to confirm the reservation, why did she not inform me that she would not take a prepaid card, that the credit card would need to have at least $270 available on it, which it didn't, and she bold faced lied to my face, in the presence of my witness, that she had told me that, and continued to argue with me when I told her she hadn't. She also lied straight to me face saying that she told me, face to face, that the credit card needed to have an available balance, because the policies of Enterprise had changed. When I asked her why she didn't tell me that on the phone, she lied and said she had.

I am a long time customer of Enterprise, dating back at least as far as, I believe, 2008, and have NEVER encountered such arrogance and bold lies from anyone. I have always been informed as to what was required upon arriving to pick up my rental. And, I HAVE NEVER had a customer representative sit face to face with me and lie and furthermore argue, only to continue to lie, and finally stating that she apologized for the miscommunication, but right after that stating that she did inform me. I have had long wait times once I've arrived at the different locations, but the pleasantness of the representatives at all other locations was comforting. Not at all like the battlefield I feel that I walked into at the airport location in Ocala. I had made a reservation with Budget on Pine Street, just in case something happened, and I'm very glad that I did.

I was so furious with the whole situation, I asked to speak to a supervisor, who, conveniently, was sitting next to her and told me that he would tell me the same thing that she did. I started to become enraged, and my voice was beginning to raise in volume trying to get answers, when another customer came in, and the supervisor was attempting to silence me, stating "ma'am, ma'am," to which I'm guessing he did not want the arriving customer to hear the complaints and arguing that was going on. I informed them that I was going to file a complaint and walked out of the location, heading straight to Budget, whereat I received a pleasant welcome, they accepted my debit card, and the rental was completely hassle-free.

I will NEVER rent a vehicle from Enterprise again, not due to what the supervisor stating that Enterprise had changed its policy, but because of the rudeness and lies from the young woman that called me, and I eventually had the very upsetting encounter with. I have high blood pressure as it is, and suffer from anxiety and panic attacks. I cannot express enough how very close her demeanor and lies almost lodged a full panic attack. I truly hope that this will be addressed with her, the rental time to pick up was 2:00, and I believe I arrived at around 2:05 p.m. Needless to say, that all of the high recommendations I previously gave to many people in the past, has ceased, and I will share my experience with any seeking advice from renting from Enterprise. With Budget being such a pleasurable experience, I wouldn't be surprised if you start losing reservations to them.

I still have no car, but will try tomorrow to go back with the necessary paperwork to get it. (I had to find someone who could take me because the person who has my car is now gone out of town.) In the future, I will make other arrangements. If I wasn't in need a car for jury duty, I would have just gotten a ride to work with co-workers all week. This was a terrible first experience. The whole reason we don't have credit cards is so that we only do things we can afford. I understand the company needs to make sure they are not going to lose out, but I would have had what I needed with me the first time and not been left without any other options.

Anyway, this particular rental business basically told me that I have to get the car towed to a dealership, pay for the tow, pay for the days that it would be at the dealership, and pay for the key replacement. I didn't have any problem paying for what I should have but something didn't sound right. I did some investigation and all they had to do was call me some roadside assistance and help me get a key made. They had no clue what their policy was. I confronted them and they stood by their resolution. They made me wait all day on a Friday until that afternoon to tell me that if I called a locksmith to make a key on my own, they would not accept the key (I have the voicemail). Then they called back an hour later and said that they would accept the key but I would have to tow it to their office! Why would I have to tow it, if I am getting a locksmith? (Still have that voicemail as well).

Anyway I am overwhelmed with heat and being seriously ill, that I finally get my vehicle back and I have to drive to their office and ask them face to face, what exactly am I suppose to do? I recorded that conversation with the agent with his knowledge. He didn't give me any kind of referral to help me or anything. Basically it was my problem and my problem alone! I called a locksmith and will have to have him come out on a Saturday, because the office wasted a whole day by not knowing their policy. And I have to pay for another day of rental. They made sure that they told me this over and over again. Not once trying to help me with MY problem! I'm not saying I am not responsible for the key. But a little help would have been nice, seeing as how I was in a difficult position. What a freakin nightmare this has been. I think they should not charge me for the extra day because them not knowing their company policy, cost me a whole day.

A little bit of compassion would have been nice as well. The agent stated that he had only worked for the company for three months. But 2-3 other agents were there as well. Are all of them new? Never again will I consider Enterprise and I will tell everyone about my experience. Basically when you have a problem, they don't want to help, aren't going to help. No matter how sick you are! I hope I can get this resolved tomorrow. I can't afford to pay for any more days. I recently had funeral costs for my mother in law right before I got hit. Someone please help me? I didn't even have enough money for any extra insurance when I picked it up.

They offered no discount or offer of ANY kind for all the trouble I had been through. The rep was nice and everything and I personally have NO ill feelings toward her, but how was I allowed to book a reservation if there were no vehicles to accommodate me? I called on a 2nd occasion to rent for yet another competition in McDonough, Ga for my daughter and they charged me for an extra day even though they didn't open until 1pm (which is not my fault) and I picked up the car the day before at 9 am. I spoke with a regional supervisor who offered no help. He told me he was going to call the branch and speak with the supervisor there and call me back and he never did. I am very disappointed with Enterprise seeing that I have been renting from them since my older daughter was 3 and she is almost 15.

I picked up a vehicle yesterday. When I got there at 2 pm they said they only had one vehicle and it was smaller than I reserved and that seemed OK with them because they said I was more than an hour after the reservation time of noon. Nowhere on my reservation confirmation did I see restrictions about a time frame. Why make a reservation at all if they are not going to plan for it. They expect me to call and cancel if I don't want the car which I do, it would have been courteous to receive a call from them if they were not going to have a car for me. Their solution was going to be wait to see if one got turned in before 5 - what if it did not?! Then what were my options going to be after 5?! They certainly were not going to help me at that time. Fortunately a car pulled into the lot but I then had to wait another 30 minutes after already being there about that long for it to be ready.

I will never use Enterprise again, not matter if someone is paying for the cost of the rental. They always want a credit card on file to charge for something and it isn't fair to the consumer. I have had nothing but bad experiences with Enterprise. I will continue to go to Avis for all my rental car needs. Avis is cheaper and treats its customers much better.

On Friday morning, June 12, 2015, I went to Enterprise Rental Car in Villa Park, IL to pick up the car that I had reserved through Hotwire.com. When I arrived at the location, I presented my driver's license, business debit card, and was asked too for utility bills. I provided the customer service agent with printouts of my cellphone payment, my Xfinity internet bill in real time, and the bill from my apartment management that showed my payments for water, trash, etc. The agent said he could not accept any of these. He then asked me to use their computer to pull up the Xfinity bill online. When I did, the bill clearly showed at the top that my balance was $64.49 (the current bill). He had me scroll down to the bottom of the bill which showed what previously was owed. He said he could not accept any of the bills and kept saying it was "corporate policy."

I returned home from the Enterprise location and called Enterprise's corporate office where a woman took my information, said she was filing a complaint for me and that a district manager would be giving me a call. No district manager or anyone else ever called to follow up with me regarding my complaint. Today, June 17, 2015, I filled out a Hotwire.com survey and cited the issue. Hotwire emailed me and asked that I call their Customer Care associates to discuss the issue and how they could intervene. I did that. When the Hotwire.com associate called Enterprise corporate office, she was told that I did not provide all the information to rent the car. When the Hotwire associate asked what information was not provided, she said the Enterprise corporate customer service person said, "I don't know. She has a good past rental history with us."

The Enterprise customer service representative then told the Hotwire.com customer care associate to cancel the reservation in the Hotwire.com system (the reservation is still showing on Howtwire.com's reservation page). How stupid of Enterprise. Because of Enterprise's varying "corporate" policy, I was four hours late leaving for an out of town trip, had to spend an additional $300 in unexpected travel costs to be able to get to my destination. Enterprise needs to thoroughly train their staff on the exact policy. I want Enterprise to reimburse me for the $300 I had to spend because of them. I will NEVER rent from Enterprise ever again.

UPDATED ON 07/19/2015: It is clear to me that Enterprise Rent a Car management does not care about customers. My June 17, 2015 ConsumerAffairs complaint has a notation in the upper left corner "Being resolved." Well this matter has not being resolved. After I filed the complaint, I received two emails from a corporate representative assuring me that the local branch manager or district manager would be calling me. It is now July 18, 2015, and no manager from Enterprise has bothered to call me.

With roughly 50% negative ratings on this site, you would think management would care enough to resolve issues with customers. My situation is not an isolated incident. Corporate headquarters needs to train its managers how to resolve customer complaints and follow up. I do professional development training, so I know how it's done and what these managers should have done; instead they are acting like cowards.

A call to main # and a complaint logged with the Regional Office has yet to be responded. I have been put on hold 30 minutes and had to call back. I have been told they would return my calls, and various statements, but NOTHING HAS BEEN RESOLVED. This was not my fault and I followed all instructions to believe that I was to be compensated. THEIR PHONE messages say "WE KEEP THINGS SIMPLE. SIMPLY TREAT OUR CUSTOMERS THE WAY THEY SHOULD BE TREATED." In my view--NOT!

I called again this morning, the voice mailbox was full. I finally got around the crappy system to speak to a real person who insisted they gave me back my deposit and only charged once for taxes. When I told her I had proof otherwise, she transferred me without warning to an automated survey system that only had an option to record a voice mail. I'm thinking about going to the bank and canceling my card so they can't take more money out of my account. Unless you want to be robbed, I would STAY AWAY from this rental company!

They're trying to seek the value of this vehicle from our insurance company. They also threaten my wife, I by telling us that if we didn't do of what they say then they were going to put us in jail. Enterprise Rental Car has ignored all paperwork that they wrote us for our vehicle that my wife and I bought from them. So the bottom line - don't go to Enterprise Rental Car they are a bad company. Enterprise Rental Car will sell you a vehicle then turn around and report it stolen so they can get your money for the vehicle and get the vehicle back to do it again to other people.

I called the roadside assistance number and was informed I needed to call enterprise as they need to authorize a tow off the thruway... I was on hold for over 2 hrs, never got through. I called two friends to call for me as well and they too were on hold endlessly. Finally a state trooper came by and he arranged a tow to the nearest exit... but the story only gets worse...

I was left at a diner by the thruway, I again tried for 45 minutes to reach enterprise, no luck. I finally got a cab at midnight and stayed at a local motel... disgusting motel... didn't sleep. Anyway I was back at the vehicle at 6am... got through right to enterprise and was advised a vehicle would be sent right to me in 1-2 hrs. I did not get another vehicle till 12:15 pm. After several frantic calls asking what was taking so long I was advised they are revamping their roadside assistance program. Finally, I had to take yet another cab to an enterprise office that was only 1 mile away, because that office does not provide pick up service... never got call back from roadside assistance to check up on me!!! Enterprise Car Rental has saying, "Always nearby, Always standing by"... not this time. They dropped the ball!!!

Original Review: June 15, 2015

RENTERS BEWARE! With all the severe storms around the Midwest areas. Reject any vehicle covered in water spots. To a untrained eyes the water spots is masking minor hail damages and at the end you will be accused of the hail damages. We were accused of hail damages and received repair cost estimate of near $800.00. On May 18th, 2015 we rented a 2015 VW Jetta. Prior to May 18th, previous renter returned the vehicle and the attending agent did not make a thorough inspections. For fast turnaround of the vehicle was taken to carwash and no effort of toweling the vehicle down.

Received the vehicle in sloppy condition. Dried water spots on the hood, roof, and on the trunk of the vehicle. Side quarter panels were dirty after driven on the wet road. Attending Agent made a quick inspections deemed acceptable. He and I were focused on the sides of the vehicle and noticed nothing out of the ordinary. May 23rd, time to return the vehicle. Decided to have vehicle washed before returning. Upon returning, attending agent informed me that the vehicle was driven through hail and got hail damage. Throughout the trip we encountered light rain and drizzles but NEVER hail.

I strongly disagree. I'm beginning to suspect the water spots were intentionally left on the vehicle to mask the hail damages and so a unsuspected customer be the victim and pay for the damages. A lazy attending agent failed to the do his/her job of thorough inspection of the vehicle prior to May 18 rental. Enterprise will screw you. Used to be a loyal customer. From this point in time, I will have negative views of Enterprise and no longer rent another vehicle from Enterprise in the near future. Again, Enterprise WILL SCREW YOU. I may add, it was the first time I'd received a vehicle in a poor condition visually. Does Enterprise present their vehicles in that poor condition visually?

On June 11, 2105 approximately 5:15 pm I returned the 4Runner at 4400 Evans Ave Fort Myers FL 33907. When I was about to depart something struck me and said why you don't have ** examine the vehicle before you leave which I did, she said everything look good to her. Friday June 12, 2105 while I was at work, I said to myself why don't you call Enterprise, make sure you are not charge for gas or late fee returned. ** answered the phone and said I was about to call you because there is a dent on the lift. My day turned upside down I was so frustrated and didn't even get to have lunch, seriously ** you are accusing me of something no knowledge about. I called ** back and told what was going on. She said that she will call ** because she didn't see any damage when I returned the vehicle.

I call ** a second time and tell her what ** have said. She said ** said she saw the dent on the lift gate. My question, why you calling after 24 hours to tell about a damage which you say I have done? Why ** didn't draw my attention to the dent? Why an Enterprise agent didn't come and examine the car? ** said that the time when I drop off the car was her busiest time of day. I work at a 5-star hotel and guest always asking me for recommendation on rental car company. I will never recommend Enterprise to not even my enemy. This was my first experience, was the worst and last.

When I disputed with them they indicated I signed the paper and am responsible for the charges. Nowhere did it mention that I chose to upgrade. I made my insurance aware and when they called Enterprise they were told I chose to upgrade to that car. I was never given a choice. There should be a waiver to sign if I decide to chose a car above the rate of my insurance, indicating that I am aware AND agree to pay the difference. I ended up paying over 300 dollars for services that should gave been cost-free. They are dishonest and sneaky. I will never rent there or refer anyone. This particular Enterprise office on West Dixie in Miami, Florida is the worst. STAY AWAY!!!

I felt a charge of £220 for a minor scratch of scuff mark was too much and they would have charged more if my excess was higher on my policy. Having said all this it said on the customer claim form states that they would advise me of the repair cost and for minor repairs a MATRIX PRICE MAY BE APPLIED, which means I assume at their discretion but no indication of the amount. The correct way to do it in my opinion would have been to allow me to pay a premium to cover me against any losses they suffered rather than to make me sign my excess away. I felt cheated and more so I felt that staff are made to do this by the company. Unfortunately I didn't take any photos and if they wanted to assist me they could have advise me to take photos or they would have done the same. Such a shame.

Updated on 07/17/2015: Enterprise emailed me, shortly after the Assistant Manager from their Barking branch negotiated that I pay approx 50%. I reluctantly agreed. They then sent me an invoice confirming this but cheekily added an extra (£ 25) administration fee. I complained to them and had no response. Weeks had gone by and I contacted them again requesting the balance of my excess only to be told I was owed nothing as the repair cost was more than my excess and that the case was closed. I wrote back demanding to reopen the case and reimburse my money. They then wrote back and told me that the Area had already dealt with my case. I requested the Area Managers contact details only to be told this was not possible. Basically they swept my file under the carpet, kept my money and then lied. Let's see who has the last laugh when I take them to the small claims court!!

They need to be investigated or seriously looked into because their priority is not the customer, it's themselves. They try to make up for their incompetence by hiding behind sincerity and I might have been ignorant to believe that crap had they not called me in the morning to confirm my scheduled reservation. Every single person who has a legitimate complaint needs to put it out there. That's the only way a clean up of ** employees is going to happen. They have piss-poor performance when it comes to business. This starts all the way at the top with the people that hire these ** like **. Have fun in Cancun, ** (that's all she talked about while customers were waiting). Hope this kind of karma doesn't catch up with you in the waves.

I then went back to my phone, thinking I was an idiot and didn't see that, only to find I was not. Nowhere on the mobile-friendly site does it say any such thing, which I showed the counter girl and the manager, to which she (the manager) went in the office, printed a screenshot from the DESKTOP computer and said quite rudely, "You see, there it is. We are not going to rent you a car," and walked off.

They then suggested I go try to rent from one of the smaller companies around the airport. I called the 800 customer service number. They said to go to a local office. I asked, could they pick me up? (You know the commercial -- Enterprise picks you up.) Her reply was...no, it had to be from home or a body shop. So long story as short as I can make it, it cost me $35 to take a cab home. Thanks Enterprise. I'll rent from Budget from now on. Just had to vent. Sad that customer service is so hard to find. I know Enterprise couldn't care less that I won't rent from them.

He mentioned something hanging down underneath the car as well even though the damn car is about 4 inches from the ground. Nobody got down on the ground to look under the car when I rented it, so there's no way they can tell when that happened and how it happened as the car had almost 5,000 miles on it. It could have happened anywhere, and they never told me what it was either. He told me they would have to take it to the shop to get an estimate and it sat on the rental lot for 2 days before they took it over to be looked at, after I made about 4 calls to check up on it. I was worried to say the least and asked if I would be responsible for the loss of use since they sat on it for 2 days and was assured by ** that I would not be. I have not been contacted by them or by their insurance but I have a feeling that they filed a claim and are going to try and surprise me with a bill for something that I didn't do and have no idea of how it happened.

Now, they called me again to close out the rental, that I had to pay another $50 so that almost $300. So not only did they not explain all my fees and the lied to me about putting me in the car that I did not want. Anyways, I am never getting another rental from them. FYI, I only had the car for 5 days so $22.99 plus 5 times 5 days does not equal $300. I am very upset at the deception and practice of the Enterprise Rental on Hotel Circle in San Diego.

We were in the middle of packing when this bomb was dropped. They knew they had us where they wanted us... but, my wife and I were mad, so we called their bluff and called the Denver Airport and told them what had happened, asking them to honor the contract fee with the other agency. The downtown agency suggested that I ask for the other agency to honor "their ambiguous contract" which obviously bordered on a scam. To our great surprise, the quote from the airport Enterprise was far less for the same vehicle, it would be right there at the airport, and we would not lose any time hunting down this Broadway agency. Businesses like the Broadway Enterprise give the entire company a bad name.

Being a businessman myself, I believe Enterprise Leasing or a parent company, would want to know how their "children" are acting. If I hear nothing back from Enterprise, I would not be at all surprised in this world today, and that will just speak for the parent company and I can then tell my story about Enterprise from now on while using another company that values their customers. I want no excuses. I demand nothing but an explanation and an apology from the Broadway Agency. And, I would hope that the parent company would look into this operation. I do have written proof of my allegations and see nothing in fine print that would refute any of it. Thank you.

Original Review: June 2, 2015

I have always had "mixed" customer service with Enterprise, but the latest experience has motivated me to share my tale, in hopes that others exercise caution. In short, I should have taken better notice of the potential road hazards that mar the lot of this "in-town" location at 509 Cornwallis Drive in Greensboro. In particular, I should have been tipped off when the rental associate presented, with zeal, the opportunity for me to pay extra for "road hazard" coverage -- a new one for me, since I always assumed that the rental company would dispatch help if their vehicle became disabled by no fault of my own. I declined this opportunity -- but in retrospect should have considered reasons why this was presented with such passion.

I traveled 417 drama-free miles in my 2014 Hyundai Sonata that I rented, and arrived at the lot with time to spare before the office closed. Upon inspection of the vehicle, the agent handling the return noted a nail sticking into the tread of the tire (pictured) -- at a depth that would indicate that it had literally just entered the tire (since additional revolutions would certainly have impaled it further). As I explained this, first to the agent, and then to **, the location assistant manager - they too, agreed that I would have experienced a flat or tire warning somewhere along my 417-mile journey if, in fact, the nail entered sooner. They seemed to agree that the nail must have entered within the last few feet of the rental.

Despite this acknowledgment, ** pointed out that since the car was my responsibility until the rental was closed, there was nothing that could be done -- including applying the same common sense she had just demonstrated moments earlier -- and that I would likely be on the hook for a new tire. I decided to inspect the lot to document instances where other hazards lurked -- imagine to my surprise that, just about eight feet from the parking space where I put the car, I found a wooden board (pictured) that had an empty nail hole that was about the dimensions of the one in my tire. Other hazards uncovered on my very cursory walk included broken glass shards, a hard-plastic, pointed-ended shard of about 2-3 inches, and a glass beer bottle (all pictured).

I plan to share this review with Enterprise's local risk manager in hopes that common sense does in fact prevail. I would additionally urge prospective renters to observe the conditions of the parking lot and possibly think twice if it appears that the staff does not place tire safety at a high premium. After all, it is a place where cars are rented.

It was 18.99 a day so I ended up paying 142.56. I was only supposed to pay $30,00 for the deposit. He said it was for the damage waiver THAT I HAD to initial in the box that was on 05/16/2015. On 05/27/2017 I was charged again on my CC another 142.56. When I had called about it, I was told it was for the damage waiver that was supposed to be removed on 05/17/2015.

I had the car 15 days. The car I had got a huge nail in the tire. I called Enterprise 800 number and was sent to Roadside Assistance and was on hold for over 1 hour. I was stranded in Yellow Springs, Ohio with a tire with a nail in it that was losing pressure. I was working so the gas station did a temporary fix to get me back to Dayton, Ohio. I was instructed to be Roadside Assistance that noon will not be able to come fix the tire and since it was after 6:00 pm, the closest Enterprise was at the Dayton Airport since they are 24-hour service and they could either repair the tire or exchange the car. So they exchange the car. Both cars were filthy inside, smelled of dirty socks, the exchange had brown stuff all over the ceiling, and cigarettes burn or something on the floor.

On 5/29/2015 I need to return the car because my jeep was done and I was at work until 8:00 pm so I was told to take it back to the airport return station. I get there to return. The assistant manager in training said he wasn't going to be able to close the agreement out and wanted to charge me $20.37. I said, "no this is all taken care by the insurance company." I called the insurance, adjusted who reserve the car and told him that they are wanting to charge more money. He talk to the trainee on the phone and told him that he didn't what the charge was. Then he looked more into the computer and it was for the waiver protection. That again I did not need but was told I had to have before Enterprise could release a rental to me.

I looked at my bank statement and I was CHARGE AGAIN today $20.37...ENTERPRISE SHOULD HAVE NEVER CHARGE MY CC FOR NOTHING MORE THAN $30.00 ON 05/16/2015. But it seem like that all these charges are appearing on my CC when EVERYTHING is to be billed to the insurance company that is on the agreement. I have rented from Enterprise for many years and each and every time, I end up getting screwed in the long run. I would and feel I should get a full refund of ALL charges that have been charged. I only gave authorization for $30.00 to be charged, not $305.41.

The staff at Enterprise Rental in Centerville, Ohio on Loop Road really need some serious personal skills training and training on how to do agreement because NO CUSTOMER SHOULD BE ASK TO SIGN AN AGREEMENT WITHOUT GOING OVER THE CAR. Also I seen scratches on the car #1 that was very big and Mr. ** said, "that's not bad, we don't worry about then unless they are bigger than a dollar bill." I feel it the from of the car is scrapped across the entire bottom, that's bigger than a dollar. There were several scratches longer than a dollar. I had to mark on the agreement the areas where the damages to the car were located.

I also stated to Mr. ** the TIRE that went flat, it looked very low. He said they have a thing in back that check the tires and the pressure in the tire. The car smelled of locker room socks. He showed me what the gas gauge was on and never went over the car with me about the inside of the car. I had to search for how to raise the seat so I could see over the dash of the car.

Car #2 - assistant manager trainee (Dayton Airport) was nice in the beginning until I told him that there should be money owed. But to be professional, he needs to cover the tattoos that are covering his whole arm and neck, but that doesn't matter. But they accepted the return when asked for a receipt showing I return the car. He gives his business car with his name on it, say I returned care on date and time, and got upset because I had ask for one. I ask him, now there is nothing going to charge to me he said, "no it's going to be forward to the insurance company for payment", THEN BAM - Enterprise ends up charging my account AGAIN. THIS MATTER NEED TO BE RESOLVED IMMEDIATELY!!

Later that evening once we had arrived at our destination I read over the rental agreement and notice I'm expected to return the vehicle on 5/25 at 6:00 a.m. So I called enterprise to see if we could fix the problem. I was told that they'd given me someone else's reservation. The person on the phone told me it would be resolved and I would receive a phone call when it was resolved. The next morning comes and still no phone call. So I called enterprise again. This time the person tries to argue with me telling me I'm wrong until they run my confirmation number. Then she tells me the same thing as the last person I'd talked to.

Again I'm told it will be resolved and she'll call me when it is. Several hours later still no phone call. This went on and on. I had to make 5 phone calls before they told me it had been resolved except no one bothered to let me know this. So eventually they resolved the issue but not before I made 5 phone calls to them and spent hours worry and dealing with enterprise while I'm supposed to be enjoying my the time I have with my family. In result, I will never rent from enterprise again. I'll use Avis like I usually do and never have problems with them.

After 5-6 minutes another clerk jumped in stating that I would have to go back to Jersey and rent the car. I explained again I was transferred due to that Enterprise closing for the day. Then, finally, they found my reservation, YAY! So I thought! Boy was I WRONG! After trying to engage conversation to very stale representatives; I proceeded to take out my wallet and pay for my rental. I was told by Enterprise (Jersey) that everything would be the same, same price, same procedure to drive away...

I asked to pay the security deposit on my credit card and then the price of the rental on my debit card. Again, Enterprise Jersey stated it would be accepted! I was quickly denied that payment method and was told the payment could not be separated. Fine! I transferred money, FROM MY SAVINGS TO MY CHECKING to have 3 times the amount of the rental in my account. Then I was told (after being told I could pay with my debit card) only major credit cards were accepted, unless I was preapproved 48 hours in advance or if I had a return flight itinerary... WHAT??!!

So I asked to speak with the Manager. Why do businesses have Managers if they have no power to make decisions? After waiting over 5 minutes, I was finally greeted by the manager, again no friendly smile. Just a smug look. I explained the situation and was cut off and told she could not do anything to assist me! I left on foot and proceeded to walk to Budget (next door) and got an amazing rental for just a little more, last minute expense due to Enterprises "Amazing Customer Service"! If those two employees do not want to be there, they should find another area of work and let people who truly are hospitable have a job! Maybe then they will realize the art of customer service!

No, no, no, was what I was told. They were very rude. Just broke down and started crying (not usually this weak). I was worried about my daughter. What to do? They offered no help or assistance of any kind. We walked out into the street with them glaring at us. Finally walked to a hotel, we came upon Hyatt, they were very kind. We told them our story they let us check in early, fed us and did everything they could to help. Finally called the airline and flew home. Whatever happened to people helping other people. Even if Enterprise couldn't rent us a car, last I knew, human kindness was free.

When I returned the car on Tuesday May 27th, I parked it in their space and came inside and gave them the keys for them to look it over. I waited inside for maybe 8 minutes or so, when the agent came back in and told me there were some dents in the driver side door, and had I noticed them. I looked at him in shock, and said, I wasn't aware of any. I thought, "Wow, how did I miss that"? I went back outside with the agent, and another one in tow. They start pointing out to me, see the dents in the door. It looks like you either opened the door and hit someone or while it was parked, someone opened their door into this vehicle. I stared at this guy incredulously. There were no dings or dents on the door that I could see. He said, "Come here, you can see it and feel the dent right here". I looked again and I ran my hand over the door. Not only could I not see any ding damage to the door, I could not feel any dings or dents in the door.

These two guys keep asking me, "Can't you see it, can't you feel it"? I said, "No, I DO NOT SEE and I DO NOT FEEL ANY DINGS OR DENTS in this door"! They kept telling me, "Well they're there. We can't believe you don't see them". I told them there is nothing wrong with this door, but they insisted it was there, and should be perfectly visible to anyone. I have lived long enough to see my fair share of dings and dents, many of which I was responsible for. I take responsibility for my actions. If I do damage, I will pay my share. But when the "Dents and Damage" are invisible, "I am not going too quietly into that good night"! I took out my phone and took over 18 pictures of that driver's door, from every imaginable angle. These pictures do not show anything but a pristine looking door.

Having gone online and found this site, and a good number of others, listing similar situations, I'm convinced that this is just another scam by Enterprise Rent A Car to squeeze more money out of the customers who DO NOT PURCHASE their damage insurance. I opened a claim with American Express, explained to them the situation, and put the $250.00 deductible they charged me in dispute. I sent them all 18 pictures, along with the rental contract, and "Damage Assessment and paperwork". Having seen the numerous articles online about this kind of deplorable behavior from Enterprise, I will make American Express aware of it, as well.

However I am having a very hard time trying to get the contract terminated and get a pro-rated bill for the effective days I used the Rent-A-Car. I have waited almost 2-3 hours in queue on call with Enterprise, every day since the day I returned the car but wasn't able to reach them at all. I need a confirmation that the contract is terminated and an effective bill for the days I have used the Car. The location I returned my car is: Enterprise Rent-A-Car GALLERIA HOUSTON 2829 WEST LOOP S HOUSTON, TX 77027 and the contact person whom I returned the car is **.

This has been the worst customer service I have received so far from Enterprise, as I have very much used their services before however this was my first and hopefully last bad experience. Please help me get this sorted out through some way as I am not able to reach the Enterprise Rent-A-Car at all on phone and it would not be possible for me to go in person during my office hours. (P.S. Meanwhile, while I write this, I am holding the Enterprise Customer support call for 45 mins and they continue to say that there are 5 callers in queue from past 45 mins).

I just got a second notification to return my rental car... They can't seem to find it?? The lady on the phone said she could not locate the car and her manager was on vacation. I asked for a supervisor and was denied. If my card is charged at ALL, I'm suing. You incompetent idiots need to go walk out to the damn garage and inventory check!!! My attorney will be contacting Enterprise Legal tomorrow. This has caused undue stress to me and my wife. It is freaking midnight in Utah and I just got an email telling me that I am liable for the return. Do not rent a car from this joke of a company!!!

I worked as a PI for 4 years. They think I'm stupid, and don't realize that I cross every T and dot every I. It's in their best interest to just fix this, but are fighting me on it. I would think court costs would be a whole lot more money than just giving me back what they overcharged me on. Well... Since I wrote this review, I have not heard back from the area manager, nor has she answered my emails. I see nowhere that they have tried to resolve this!

They then stated that since she was renting the car she would have to bring a valid driver's license and be present. She stated "I only have a state ID." They told her that if she was the one renting then she was required to have a driver's license. She again informed them that she does not drive. They said that her daughter would have to rent the SUV and she would need a major credit card and a current bill to ensure she was living at that address. My grandmother told them that her daughter was almost there and she didn't have a bill since they were not told it was required. It seems that if these things are required they should inform you before the day you are supposed to pick up a car to drive.

After my electronics were returned (other items exceeding $400-$600 were not) by the police I left the airport and expected to be contacted by Enterprise later that day -- I was not. I contacted the Tampa Airport location and requested to talk to the manager. They were unavailable and did not have voice mail set up. I demanded to talk to someone in management above the manager and was given to a customer service rep who logged my concern over the lack of response by Enterprise relative to my situation. I waited till the next day with no response and called the corporate office and added to the log of my complaint.

On Friday the 15th at 9:16 pm I received a voice mail from Enterprise wanting to follow up on my customer service experience when I rented a car Wednesday. I returned the call and got voice mail and left message. I finally was called by someone who ultimately acknowledged he knew about the incident. He reflected an employee was dismissed and hoped I did not hold this one incident against all Enterprise. He offered nothing as compensation for my tangible loss or my time. I offered that they zero out my car rental fee of approx. $600. He indicated that was above his pay grade but he would check with someone. As of 05/20/15, I have had no additional feedback. In light of the apparent theft of my property by an Enterprise employee, I would have thought there would have been at least a minimal effort to do the right thing. I guess the Enterprise I was used to dealing with no longer exists.

I gave him my driver's license and credit card but that wasn't enough... he continued to ask 1) do I have proof of my home address, like a pay stub. I gave him my pay stub. He then asked 2) Where do I work? 3) What is my title? 4) How long have I worked there? 5) What is the name of my supervisor? 6) How long have I lived in Portland? 7) Where am I going with the rental car? 8) Why am I renting? When I started showing my annoyance, the "manager" of that branch then said loudly for everyone to hear "Well that's because people steal our cars and don't bring them back".

I have been renting from Enterprise for years. I have rented from that branch several times. I also rent from other agencies when I travel. I have never, ever been asked the kind of questions, in the manner in which I was asked that day. I am a 58 years old professional woman who does not need to be interrogated in front of a lobby full of people about personal questions and then told it's because people steal their cars. I was not looking to buy the car, get a loan, open a new line of credit... I was only trying to rent a car for 4 days as mine was in the shop. Bottom line: I will never, ever rent from Enterprise again. I am glad I found a place to review it online to detail my experience. People need to know what they are in store for if they even dare to try and rent with a debit card. I will tell everyone I know to NEVER rent from Enterprise.

So, stranded, I called Enterprise Roadside Assistance. I asked them what they typically do in this situation... They told me they could set up a vehicle exchange with a local office, and that they would contact a tow truck. I said ok... and asked "Will the local office know that I am coming there to do this "exchange"?". They assured me "Of course." Half an hour later, no tow truck. I'm starting to wonder. I call Roadside Assistance again. The new agent looks up my info and says she has in her records something about the car being inoperable and abandoned. Excuse me, what? Now starting to wonder if the first person I talked to may have been someone's child smuggled into the office who thought it would be funny to prank answer a call. I correct, with agent number 2, all of this faulty information.

Another half hour passes, finally the tow truck shows up. The nice tow truck driver gets me to the local office at exactly 6pm closing time. Pulling up we literally see the Enterprise employee locking the front door and headed to his car. We run him down, not literally, of course. He says he wasn't notified we were coming. I'm not surprised. He is very rude, annoyed that he has to deal with me because he has somewhere to be. He practically throws some keys at me and then leaves. No notes made on my rental agreement, no chance to inspect the car, nothing. I now have a Nissan Sentra. Surprise, surprise I'm driving away and shortly notice a disturbing howling noise coming from the rear-end. Either a small child is trapped in my trunk, or this car has some issues. I can't take it back, the office is closed. I can't take it back in the morning, I need to leave early to travel 2hrs south to Grand Rapids, MI.

I figure there must be several offices in Grand Rapids, surely one of them could assist me in getting a safe car to drive, right? Wrong. Once in Grand Rapids, I call several local offices, none of which have any vehicles available. Every employee I speak with says to me in no exact terms "Good luck, sucks to be you, doesn't it." I will mention now that not one of them thought to refer me to the Grand Rapids Airport location, which has a much larger fleet of rental cars. At this point I think maybe if I call the actual office that I rented from (remember? Back in Cameron, WI) that I might get more concern or sympathy. Wrong again. I call the Cameron location, the guy who answers is away from his desk and assures me he'll call me back when he gets in to the office. No call. Surprised? Come on now, you really shouldn't be at this point.

I call him back just before his office closes. He is very rude and doesn't want to deal with me. He is however jut smart enough to realize there is an airport in Grand Rapids, and suggests I try them. Am I getting somewhere? I can't tell anymore. I call the airport number, I speak to a robot. It's a very boring conversation. The robot gives me another directory number to call. I call it. I speak to a human this time. She is the only bright spot in this entire ordeal. She is wonderful. However when I ask how to get a hold of the airport, she gives me the robot's number. I'm almost in tears at this point, I tell her this. She is kind enough to look up the inventory at the airport and assures me there should be a replacement if I get to the airport in the morning. I really want to hug her through the phone.

I go to the airport in the morning, I tell them I'd like to exchange the car because I feel unsafe and uncomfortable driving it for the remainder of my trip. I tell them my concern about the noise in the rear-end. They take the car. They go through the trouble of making adjustments on my rental agreement and having me sign again. I drive away with a Hyundai Accent. From here out, the trip goes smoothly. I get back home to WI, I have a letter waiting in the mail. It's a notification of a claim process started on the Nissan Sentra. I take the Hyundai Accent and the letter back to the Cameron, WI rental office. Here it goes bad again. I try to voice my disgruntled unhappiness to the enterprise employee, but he just wants to hurry up and get me out of there. He says he can't help with the letter, that's not his department. Fine. He does a quick review of the charges for my rental. It doesn't add up.

I ask him why the rate is now different than what I was quoted online. He says "Don't know what to tell you." Online I was given a quote for 2 weeks at a weekly rate. At the office he is charging me for 2 weeks and one day. (I reserved the car for May 1 (4:00 pm) to May 15 (4:00 pm).) Technically in hours speak, that is 14 days. In calendar speak, it's 15 days. I told him they need to fix their website. He looked at me like he'd never heard of a website. I'm starting to wonder if they cultivate all of their employees from underneath a giant rock somewhere. I leave, still unhappy. I try to call the number on the letter. Ah, of course, it's a Friday, and after their hours of operation. Have to simmer over the weekend and wait until Monday. I call to inquire about the claim on the Nissan Sentra. They tell me there was damage to the windshield. Wait, what? Sounds like they are now trying to pin any damages they can conjure up on me.

This seems a little unfair, right? After all, they provided me with the possibly unsafe car to drive. Now I have to wait two to three days for them to look into it, and then call me back. Not counting on it. At this point I can't even begin to explain how angry I am with this company. Every person I interacted with (save for the one angel) was completely indifferent. Acting as if it was rather entertaining for them to hear about me being stranded with an unsafe car and unable to find a replacement. According to their website the company is well known for its award-winning customer service. Maybe they should consider donating those awards to underfunded schools that need paper weights.

So instead of trying to work with us, she just drove my husband back to the dealership & left him there. So he is stranded there and I am stranded at work because we only have one car. I had e-mailed her our utility bill because my husband forgot it and she replied back asking for another one without a past due balance. And I replied back asking if I could have someone with a credit card call her with their info and never heard back from her. She pretty much blew us off. And this girl is training to be a manager. This is not the first time we have had a bad experience with them. The last time we returned one of their rentals, they were very nasty. And I have had friends that will also never use them again.

I inquired with corporate who was not able to do much other than refer my information to the manager of that area. He contacted me via phone and basically told me I would not be receiving any adjustments because the cars are billed at 24 hour increments; he also took the time to point out that I received partial refunds on previous rentals and they just couldn't keep issuing refunds. I was very disturbed that the statement was even made about prior rentals. This has absolutely nothing to do with my current rental concern. This has led me to believe that he intentionally did not want to research any further or issue a refund for those hours based on the fact customer service granted credits to me for prior issues.

He never acknowledged the fact that his employee advised me I could return the rental early at ANY TIME to receive an adjustment; rather this is true or not via their policy, I was given this information by an employee of Enterprise who should have common knowledge of his organization, not me. I have been a loyal and longstanding customer of Enterprise Plus and have only used Enterprise for my rentals, but after the past few experiences that I've had with their management, I will no longer use them for my rental needs.

To my unfortunate surprise, once the car was returned my $230.00 rental turned into a $460.00 charge! I was told that the insurance I was given costs more than the car!!! I was blown away because I've rented with Enterprise in the past and had good experiences each time. I pleaded with the assistant manager to remove the additional charges and explained that his employee did not properly explain to me the added cost to rent this type of vehicle or I would have certainly changed it. They were obstinate in their stance. I would like Enterprise to remove the additional charges that were passed on to me through the bait-and-switch tactic used by its employee!

Not happy when I left I mentioned a few things which I know about the likes of those kind. Walked out the door and left. An hour later an officer calls me and says a restraining order was done and I was barred for life along with the $250 extra charge. He certainly didn't need to worry about me returning, I knew that guy was trouble and after reading all the complaints online I see why I had reason to question what was going on. Needless to say I would never had used their service again, ever.

Original Review: May 14, 2015

My husband made a reservation for me to Enterprise. I called Enterprise day before my reservation twice, and they hang up when I try to talked to them. I passed my phone to my son to call them again and finally they answered him. First they say to wait. They will call us later because they have too many calls. It was about to close the office and nobody called back. So my son decided call again. He talked to someone and made a reservation to pick me up at 5:00 pm next day. A quarter to 5:00 pm I called Enterprise to remind them I would be picked up at 5:00 pm. The guy who answered me told they would be in my address shortly, but no one showed!! I called back, nobody answered and I had no explanation why they didn't pick me up. So I had no car to drive and I miss my compromise in NJ because them!!