Enterprise Rent-A-Car Reviews

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!!

I have been a customer in the past. Asked if they could look up my file, see that there haven't been any problems in the past. Woman was rude. I told her that the utility bill had never been required in the past. All she said was that it should have been and sorry about my luck. She made a stressful day even more so. This was the office in Zanesville Ohio and would not recommend this company to anyone anymore. They have lost my business.

I don't appreciate being made to feel like a liar when I clearly asked upfront if it was the same cost. The sales person was disrespectful and nasty. To be honest I should have known better than to go with Enterprise again as it's not the first time we have received TERRIBLE customer service from this company. TRULY SUGGEST EVERYONE STAY AWAY FROM ENTERPRISE!!!!! I SURE WILL!!!!!

I’m furious and I know it was a ploy to get more money since I only had to pay $60 on a weekend special! The mgr ** lied and said he remembered the car was clean! How you remember anything about that day you had an office full of people most complaining and upset! Before I drove off you made the comment to the salesperson that the car should be pulled from the fleet because of all the damages it arrived there with! I’m in tears and broke and now no longer have an accident free record! Beware everyone you may be next!

I strongly suspected they'd mess it up as the left hand doesn't know what the right one is doing with your average imbecilic tele-sales agents/customer service and there was NO need for TWO branches to be involved - that caused me a lot of stress as it was vital I had the vehicle on that particular day. I found out very late that it was down on my account that I was supposed to go to their office which was a blatant LIE but as I was desperate, I couldn't complain as I liked the idea of having my £200 deposit returned to me. A long journey was made even longer as I had to set out much later than intended, returning home very late and missing my ONE night out of the week!

Overall, if you're CERTAIN that you won't get a flat tyre or a minuscule stone will not land on your windscreen then they're worth recommending as the rates are more than fair but they're very crafty and on return as their 'inspection' is thorough... they KNOW already where to look for ANY slight defect and such bullying tactics may well be screwing people out of their deposits - they tried it on with me in 'discovering' an almost non-existent crack/scratch on the windscreen and I told them to sniff my balls instead!

A mild mannered person could easy fold and just pay up and I suspect that's how they enhance their profits. Do NOT ask for a pick up because once you've ordered online, they KNOW they've already got your business and they don't give a toss about letting you down. Finally, all the reviews I saw before contacting them were quite clearly written by themselves. I'd rather not mention when & where this occurred because I may well need them again in the future.

Although this booking came with some complications, in the end I was satisfied with the service provided by Enterprise and I will be using them again.

Original Review: May 10, 2015

Made a booking online to take the car away for a weekend and drop it another branch which incurred a drop charge. Due to illness I was unable to go on the trip and didn't pick the car up. I phoned to cancel on the day I was due to leave and was told I couldn't get a refund. I appreciated that I wouldn't get a refund for the car hire but do not understand why I was still charged for the drop charge since the car never left their yard. I planned on taking the trip the following weekend and booking through Enterprise again and asked whether we could exclude the drop charge from my next booking. I was told there was no way they could transfer funds across between bookings and there was no flexibility in this. Overall very disappointed with the service and will not be using Enterprise again.

Then the guy that told me this came in trying to explain it again. I said "you are the one who told I would get 100.00 back." He says "was it a Friday?" I say "what difference does that make?" Basically I figured out he was just trying to flirt or something. I am just disappointed with the whole ordeal. The van wasn't clean either. The floor looked like someone had puked on it. I didn't want to put anything on the floor.

The other assistant saw it was worthless fraud and should not be charged, but she chose to go along with her colleague to show solidarity, in the face of fraud. That is wrong and dangerous. The Police should have been called to have a record of my complaint and the officer's observations. No Cooperation has been given even though contact was made with escalation department at the corporate office. It is the customer service agent who believe they should charge customers fraudulent charges in a racist manner. All other things being equal, there are no other factors to make this agent act in the manner shown, there was nothing wrong with the car, for sure.

So on Monday I contacted Enterprise to let them know what happened, and was told they would pick the car up and notify me of any charges I would be charged. A week went by. I didn't hear anything until I got a notice. My credit card was charged over $300 twice. And I contacted the branch and was told that they had the right to charge my card whatever they wanted and have been very hard to talk to, let alone deal with. I'm extremely disappointed with all of the employees at the Layton branch and we'll never rent or recommend this co. ever again. Renter beware. They are crooks and have no customer service concern, just $...that's it they're for. They don't deserve one star.

So when I caught it the next day I went back to show the info from hotwire, the same girl at the counter tried to say, "Your husband made the reservation" and the reservation was under my name. Common sense would tell you that was for me. She was disrespectful and rolled her eyes like I was such a bother to them, they did not want to honor my reservation from hotwire. They said, they run thing different in Cleveland. So here came the manager.

I tried to explain to him what happened and he say to me "What can I do to make it better?" "I don't want to get anyone in trouble but I feel you should honor my reservation," so he did. So a few days later hotwire ask for a survey and did complain about what happened. So today I get a call from the manager from enterprise stating that they have been trying to get a hold of me and I have not responded, that's a lie.

On April 30, 2015 I noticed they have put back over $300.00 dollars back into my account and I know this for a fact. My card is only used for renting a car through enterprise. So why take out the money and put it back into my card and then say we have no funds. We have a debit card that they can use. He refused it because we are new in town and don't have a utility bill. We just moved into our new home on the first of May. We have a rental agreement, we hooked up utilities and cable and all he could say, is "No we do things different."

I'm from Oahu Hawaii. I have never met people that have no compassion for people that are new in town. I know if they ever went to Hawaii they would not get treated in such a rude manner. I know enterprise read what I wrote on hotwire or heard about it. When he called he said we were suppose have the car for 2 days, but we had told them we were going to do the rental month to month, so why are you calling two weeks later.. Very shady.. Nothing was solved, and if he is the manager where is the communication with your employees and customers. Signed angry Hawaiian Woman.

I have AllState over 30 yrs. AllState recommends Enterprise. I've used them over 8 times, no issues. We live local, our SC licenses, but made us call electric company to verify address and girl asked if our bill was current. I made reservation week before in person. Told them then we will pay with debit card. We get there morning of, that's when they tell us we need all this documentation. Lancaster office was confused why she would not send car to that office. This "We will pick you up" lot of bull! then the kicker, they told us if we don't buy the insurance that they will charge our card 500 no matter whose fault it is. I will have to fight to get that back. If that's not extortion what is? If a car rear ends me, I have to pay 500. I will go to every other rental company before using them again!

First she argues with me that her associate is trained and no way he didn't offer it. Basically calling me a liar. I told her to view camera feed they had set up and she could easily see there was no communication. She then tells me contract is mine and I am liable. Then she begins process the accident report and tells me I have to pay a $500 deductible right then and there. The vehicle hadn't even gone to the shop for a damage estimate yet. "Are you kidding???" I replied. She said "well we send a bill to your home and if you don't pay it will gone on your credit report." WTH kind of customer service is this?? This is opposite everything Enterprise represents. I emailed them on 5/1 they replied someone will be in contact with no one has. Now they sent me a bill for $500 with no explanation except deductible. No estimate for damages.

Not trusting this gentleman's opinion, I called the airport site. He stated the same thing with respect to the "Roadside Assistance", and that I could return it to the airport. The weather cleared enough for me to safely travel home. Upon my arrival at home, I turned on my computer and discovered there were no available sites with contact information that I could utilize to voice my concerns. So, I called Enterprise Customer Service. I spoke with one representative - she escalated my ticket to another agent. After voicing my safety concerns and the issue with being given an unsafe vehicle to drive, that I could contact "Roadside Service" and have my rental car towed back to the origin (Airport); however, she stated I would be responsible for paying the tow-truck fee.

I asked for a name and/or phone number I could contact. She gave me the name and number of the Branch Manager for the Grand Junction Airport. I called that number. The name of the individual was the exact person who demonstrated no concern or response to the safety issue I raised. He informed me it was my responsibility to get the rental to the airport. Once there, I could turn the rental car in and prevent future charges beginning at that time and date. My issue is that as of this moment, I have no available assistance to follow me to the airport to turn the vehicle in. This means I will (at the very least) be charged for each day I have the rental - even if it is unsafe to drive in inclement weather.

I have reserved another rental car with another company, which I will be unable to do until I can find transportation. The consequences for me are: I have no current transportation even though I am paying for the rental. This means I can not go to the store for basic daily food, medicine, etc. purchases. I am being seriously inconvenienced based upon the unsafe actions of the management for Enterprise. I will have to pay for each day I am unable to either use the rental car - or pay a tow truck company to pick the vehicle up. The undisputed fact that Enterprise placed me in an unsafe vehicle without first inspecting the vehicle unnecessarily placed me in an unsafe and hazardous situation. Future costs at this moment cannot be determined.

I notice that there was scratching on the back bump of the car. I asked the employee about it and he said it was ok, that customers do not have to pay for any scratch on the bump. I also notice a black mark on the right passenger door and I questioned him about it as well. They had just watched the car and he said to me that it was just a kind of glue thing on the car. He affirmed that it was not a damage, he said to me not to worry about it. I think because he was busy he did not get a chance to look the car properly, he did not look under it. Unfortunately, I forgot my cell phone and I was not able to take a picture of the car. I rented the car for a month and drove really carefully, whether I had touched something with the car I would feel it.

When I went to return the car, the store was empty and the manager looked everywhere in the car. He looked more than once under the car. I was astonished when he said that the car had a damage on it. It was a small crumple not even big as a finger under the passenger back door and he stated that the black mark on the other door was a result of the damage. Then I explained to him that the black mark was there when I rented the car. He said to me that there was no way the black mark would still be there after a month, especially with the rain and everything. Well, I got the car like that - I have no reason to lie! They Charged me more than $700 for a damage that I did not do. I am so disappointed with this company. I trusted Enterprise and I ended up paying a money that I did not have...

They have set up firewalls at every entry point so any attempt to resolve an issue is a dead end. It has been the worst experience ever renting a car. I will go back to my business rental company and pay the extra money instead of doing business with a company who cares nothing for their customers. We are out 6,000 dollars we will probably never see again.

The manager and sell person had to bend down and look from the side to see the crease. When I asked the manager why he had to stoop down, he claimed he could see it without bending. He asked me to rub my hand across the bumper. To make a long story short, I had to pay a $200 deductible and filed a claim against my insurance. I know the $200 will go the Enterprise.

When I asked how this crease could be made without any other damage, I was told that perhaps someone bumped into me. What a stretch. This is the first time I have encountered a problem with doing business with your company. I was surprised and dismayed by this sham to get an extra $200. I am encouraging anyone to take pictures of the car you rent from Enterprise if doing business in PG County, MD. Avoid location at 6345 Livingston Road, Oxon Hill, MD.

I have pictures and I do not see any damages. I feel your company is defrauding me and it is unfortunate that I had my daughter return a car before and they said nothing. It was for the same reason. I have to work I have no choice. I will never ever rent from this company again ever. I will also tell my friends and coworker not to rent from that place or any others. Please get back to me to discuss this matter. It is very important to me. I never had an accident thank God and this is not going to mess it up either. Just an FYI you need to reevaluate the people who work for your company franchises. They are not nice. Attitude is all you get. No good service and no smile.

I believed all the vehicles were smoke free and not something I had to specifically ask for. I immediately cleaned all the inside windows, put in an air freshener, and then aired the car out for several hours while the car was parked in my garage. Shame on Enterprise for not being sensitive to the needs and health of non-smokers and for not detailing the car before giving it out to the next customer.

Today I checked the website and it says the dropoff fee (after you select branch and all) is 15.88. So I called the branch and they reassured me that the dropoff fee is really 50. They either have a poor website administrator that lets a 34.12 dollar difference happen, or they prey on customers that might end up confusing the FIFTy charge they inform at the time when you are in a rush to get your car for the FIFTeen charge you could calmly check while booking a reservation online and comparing prices. After my experience with them, I would bet on the later.

The car was black and looked new. So we took it anyway even though it was not the car we wanted. We returned the car in the afternoon on the same day. We only used the car to go to work and the car was at the parking lot for the entire day. So we were totally shocked when we returned the car and were told there was a 3-in crack underneath the front bumper. The crack was invisible when we were at the front of the car. It is only visible when people bent down low on knees and look underneath the bumper. Then I was told to pay $500 up front to cover the body repair cost. We felt it was a trap set up by enterprise, and we were cheated.

I called back customer service line and they contacted the local office that I rented the car. Still no cars available. Here I got stuck for 3 weeks with this dumb car. I have rented car through company and personnel many times with no issues, but this time this location has horrible service. It is funny, I can go online and still make reservation for premium car for this location but according to them they have no other cars available. So they can accommodated new customers but they can't take care of existing customers. File the official complaint with customer and they send the complaint to the regional manager, but still no call back.

The day I finally returned the car I called and talked to ** (worker at the branch) to see how much I have to pay before I went to put gas back where it started. He told me $186 and some odd change so I proceeded to the gas station literally 1 block from Enterprise. I go to return the car and I get to the register ready to pay the $187 ** told me beforehand. He proceeds to check me out and says, "Your total is 287.56" and he says "that's not what it just said when I called initially." He looks into and see that it is 287.56 and I told him I wasn't expecting that amount so he calls ** (branch manager) and tells him what happen. ** goes on and asks me "What did I expect I had to pay?" I told him no more than $200. He agrees with my amount and says OK and ** proceeds to swipe my card for the $200.

Mind you ** didn't mention anything about a Remaining Balance so I thought I was done and ** didn't even give me a receipt for the transaction. So I thought nothing else about it. I told them "Thanks for everything and have a good day" then I exit the store. This was a Saturday by the way so like I said ** CALLED ME EVERY DAY UP TO THE TIME OF THE CAR RETURN.

The next week starts and no word on Monday from Enterprise but on Tuesday I check my account and see that Enterprise charged my card for 87.56 which was the remaining balance which put me a negative balance on my account. So I call ** and ask him why I was charged the 87.56 when he never mentioned anything about it while I was in the store. He says to me "Well the card went through so now your bill is closed." So I ask him, "Just because you have a person card on file doesn't mean you can just charge it." I also ask him why didn't he not contact me Monday about the balance like did any other time. He actually told me "You thought I was letting you go with 87 dollars" and was really rude and an ** about it. I told him "You didn't mention it the prior Saturday when I returned the vehicle." I told him I needed the 87.56 to be refunded because I'm in the negative now and he just saying "Well the card went through."

I told him I will be calling their corporate office. I made a complaint about the problem I was having and I was told someone would be in contact within 3-7 days. I received a call the same day from a DISTRICT MANAGER ** WHO WAS THE RUDEST, DISRESPECTFUL, ARROGANT ** OF A WOMAN WHO DIDN'T LISTEN TO ANYTHING I SAID AND HUNG UP IN MY FACE TWICE. I told that it was not ok for ** to charge my card because he just had it on file and she told me "Yes he can." So I asked her, "If you have someone SSN does that mean you just can use it" & she said yes!!! I never told her that I read other complaints about the company and I seen that the customer never wins, the company believe it's employees first... What happen to customer always right when they actually are.

I CALLED THE Corporate office back to request I talk to ** manager or boss someone from the corporate office - they said ok. I received a callback from the same District Manager ** saying she WILL NOT be refunding me my money. I will NEVER EVER EVER RENT FROM THIS PLACE. If Enterprise think that this is great customer service you're wrong!!! I will never recommend anyone to this establishment if it was the last on earth!! It's sad that a company so big has the most unprofessional human beings on earth. People don't rent from this place, you will be dissatisfied with the whole experience. TERRIBLE TERRIBLE TERRIBLE.

On the day of rent (February 7th, 2015), I was at the Enterprise office about 9:30 am and there was only one one woman who provides assistance. When my turn came, I submitted my passport and residency permit car along with my driving license. When she saw my driving license she asked me about the class of driving license. I replied her that it was B and continued that I could drive passenger cars in Germany. She said that she wanted to be sure if driving classes were same for Germany and Turkey, and continued that she would ask her superior. I thought that she could be a new worker and tried to be on the safe side. This was understandable.

She had two calls with her superior. After all, she turned to me and said that I was not allowed to rent a car. When I asked the reason, she said that they were not sure about my driving class`s eligibility. I tried to explain her that my driving license was valid in Germany, I was a B-Class driver which is same in Germany, and I was sure that there were people who rented car from Enterprise with Turkish B-Class driving license. While I was trying to explain that my situation was totally correct and aligned with the other people who rented cars from Enterprise, she rudely stopped my talk several times by saying, "You do not understand...you do not understand...you do not understand."

Upon her non-communicative, non-sincere and disturbing behavior, she continued to talk and said that "I do not know whether you drive CAMELS or CARS with this licences in Turkey," while showing my license to me. I was shocked. This was unbelievable. Her previous was unacceptable but this sentence carried this situation to some other "serious" point. With this wording, it was obvious that she was completely illiterate about the content of her job. Moreover she used this "Camel" example in order to insult me as it is well-known fact that driving licenses are totally irrelevant with animal riding. Her "Non-sense" example was not offense for me such that if I could ride a camel, I am sure that I will be so proud of that. However her total attitude, wording and behavior were offensive and full with underestimation. All in all this was obviously RACISM...

On March 13th, 2015, I had a call from Enterprise Rent-A-Car Aachen Branch regarding my disturbing experience but it was as "disturbing" as the my previous experience. The woman on the phone said that as I did not submitted a valid and readable driving license which is described in online booking terms. Moreover she said that since my driving license was in ARABIC (which is again "non-sense" and a kind of prejudiced approach to foreigners), they could not read it and this was the reason why they did not allow me to rent a car. In short she tried to put all the blame on me in order not to accept her non-sincere behavior. Their phone showed once more that your Aachen branch is totally INCAPABLE of having proper customer relation.

On April 20th 2015, I was at work and got a voicemail from **. He vaguely stated that he had not received payment and that he would be charging my credit card. I called back and he was not available so I left a message. ** never called me back. He only called me back (hours later) after I saw that he charged my credit card $690, and I emailed him and threatened to hire a lawyer. North Point told me that ** visited Mr. **, a supervisor in the service department, on 4-13-15 and Mr. ** told ** that they never received an invoice, and that if he would give them the invoice, they would pay it. ** did not tell me of the issue until 4-20-15, 7 days later. He states that he only worked on 4-13-15 and did not return until 4-20-15, and that was the reason for the delay. I told him that he should have told me on 4-13-15. His personal time off of work should not be my concern.

Was ** allowed to charge my credit card without explaining to me what the issue is first, when 6 months ago, he told me that he would work with the dealership to obtain payment and that he understood I was not the responsible party? This is not right. I have saved all of the emails, so I have everything in writing. ** also told me that he will not be refunding my credit card until he sees a check from North Point. North Point sent the PO for payment to Enterprise this morning, and my credit card still has not been refunded this afternoon. ** said yesterday morning that he would send me a copy of my rental agreement, and he still has not done so. I am concerned about him being able to do that to me, and about him doing this to others. $690 is a lot of money to just be taken from your account without warning.

And for Enterprise to refuse to return my payment when he knows someone else is responsible, and acknowledges that he knows, it is deplorable customer care. I have emails from ** at Enterprise and from service managers at North Point Ford to back these claims up. Ford submitted the payment on 4-21-2015. ** still refused to refund my money that day. As of 4-22-2015, the charge for $690 has changed from pending to posted on my account. On 4-21-15, ** sent me a copy of my rental agreement. It states that they can withdraw money from my account if the third party (North Point Ford in my case) refuses to pay. They hardly refused to pay. They TRIED to pay for months. This seems like credit card fraud to me, as well as Enterprise going against what their own rental agreement states.

Long story… She was fired because she couldn't fix it fast enough. I have been overcharged for a long time now. I have talked to them, and their area manager. They will not reimburse me the money they took. Every time I rented, I explained this to them. I was being charged over 40.00 per day, when other customers were paying as low as 25.00. I am a platinum member. The area manager has treated me horribly. The most recent comment made by her... I'm in hospital and she wanted to know what hospital so she could call it stolen and pick it up, because they fired the manager and didn't know how to charge my CC. Was I supposed to walk home? I was 800 miles away!!!

This new manager on his first day called me a liar,and personally put me down. I have been also personally put down by their area manager as well. Both of these people have bad talked the last manager they fired. I think it's disrespectful and not professional. I'm still being charged a ridiculous rate. Now all the points I earned have disappeared. This is only half of what's been going on there. Just yesterday he wanted me to drive in to pay 19.00 instead of charging my CC. I told him, “I just found out that my childhood friend had passed away.” His comment… “Ok. We need the money today, so drive in.” Unbelievable! As I stated, this is nothing compared to other things that have happened.

Today I opened my credit card bill and found a $2706 charge. After several calls and finally downloading the receipt, I learn that she was charged $251 for picking the car up at the airport and $974 drop off fee in South Carolina. I think these fees are excessive and she denies they were disclosed to her when she arranged the rental. I was also charged $200 for a "young driver" that is one not 25 for another two months. I will never use Enterprise again.