Enterprise Rent-A-Car Reviews

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.

On the day of return of the car, the car was perfectly fine and in excellent condition. I always park the car under the camera outside my office. I returned the car at the same location I picked it up from and requested a ride to pick up my car because I had my son with me and I had his soccer balls in the trunk. I had everything out of the car when I requested for the ride. Ms ** said to me there is an Enterprise at the dealership where my car is, so I should take the car back. I parked my stuff back into the car with my son and we left to the other location.

When I got there, there was a lady sitting at the desk, I greeted her and said to her, "I am returning a car." She said sign in and put the car keys in the box on the front desk.I asked her how do I get my deposit back, she said someone will come and get the car, give you a call and refund your money. I believed what she said. I walked over to the other side to pick up my car, drove it around and transferred my stuff. This was around 3:30pm in the afternoon. As I stated earlier, the car was in excellent condition.

3-4 hours later I received a voice mail that there is a large dent on the vehicle. (How possible?) I called the office but no one answered, I drove to the location and it was closed. So the next day, first thing in the morning, I called. Ms ** will not listen to what I have to say. She was the same lady that asked me to take the car to the other location, when I have drop the car off where I have originally picked it up from. This has been a very unpleasant situation. I am very disappointed in the company and how this process has been handled. I know a 100% I am not responsible for the dent on the car. The place of the dent is even highly questionable, how will this happen to the car.

I have attached a photocopy of the car as I was leaving my office and I can provide you with a video copy. I will not let this happen to a car an insurance company have rented out for me. It will be a disgrace and my character will be questioned. I am a professional and I discharge my duties with reasonable diligence. My conscience will not serve me right. My deposit of a $100 is still not refunded to me. I please request an investigation into this matter. I need my deposit back.

I bring the car back - on Friday there was a bad storm with some pea-sized hail. My car was under a tree. It was a maybe, 15-minute storm. ** is there and they are busy - lucky me gets him. He goes out, looks at car, comes back in, gets sunglasses and says "I need to look at the history on this car" - looks at ROOF and declares hail damage. I can't see it.

He points to 2 tiny bic pen dents you can barely see if the sun is shining just right. I said, "I thought you said small dings and dents don't matter". He says, "This is different, this is hail damage." Three patrons thought it ridiculous, 2 told me to get pics and an atty. When Super Shuttle came he looked at it, couldn't see anything and said, "lady you need to get an atty." They took $500 off my credit card, twisted my statement. I refused to sign - this can't be legal.

Can they just rip you off and take your money? The other worker comes out and says, "ohhhh it's pepper with dings - man they'll really come out after it gets washed". If I didn't have to catch a plane I would have watched them b/c I feel they took a pen and damaged it. I took photos as suggested - there are no dings in photos. At least they lost a lot of customers from the way I was treated. Any suggestions????

Also, some friends we traveled with rented a car and did not ask for a GPS. They were not charged for GPS, but had a factory installed one available for their use the entire trip. If GPS is included with the car, it should not be an extra charge. I figured I paid over 100 Euros more than I should have for a 5-day rental. I won't rent from Enterprise again.

The damage was to the door hinge, which has never been an item checked during the vehicle walk around. I have read other reviews about Enterprise doing the same thing to others, but this is the first time it happened to me. It is very clear Enterprise clearly is taking advantage of a young college student who probably didn't pay full attention during the walk around at check out.

Upon picking up the rental, I had a utility bill with me; ** studied the bill and said that I had a back amount due and she could not rent to me. My response was to ask for literature that state this as I had asked this question prior and it was stated that it was for residency verification really and that my bill was ok - from the reservation specialist over the phone. However, ** had issues with it and I had to explain to ** that I have a rather large house and the past winter was extraordinary cold and that my bill was paid in full for the cycle and the bill was current to present the current billing cycle that is not yet due, that my bill was indeed in good standing.

I tried to explain that most utility bills have a running cycle and although I paid the $510.00, the billing is consistent and rolling without ever ceasing, therefore no utility bill, unless the power is turned off, and completely paid, will ever read a zero balance. Electricity and gas are perpetual, therefore they are on a perpetual billing cycle. My bill did not read as though it was in a disconcerning status. While **, who then identified herself as the manager was looking into further details, a male employee was staring at me the entire time as though he was going to run over to the counter and punch me in the face.

I looked up at him and said, “Hello, how are you?" He grumbled back, ”Yeah I'm fine and how are you?” I replied, ”I'm Blessed thank you.” He then replied, ”Well I'm blessed too!” I then asked, ”What is your name sir.” He replied, ”**!” At that point I felt as though he was going to physically attack me as there seemed to be some connection between he - ** and ** the manager as he was trying to protect her from a 5'2 145 lb customer who wanted the rental location to abide by the rules and regulations set by corporate stands and not their own lovers- playground, nor their personal feelings on customers.

** began to explain how I couldn’t then rent certain vehicles due to having a money order etc. I decided to just take the rental and began asking what were they type of vehicles she was naming. ** became even more unhinged and irritated as she felt I should know what the vehicles were and looked like. I have driven the same type vehicle for the past 13 years: Mercedes Benz SUV's and the different classes, I do not keep up to date on other vehicles as I enjoy the safety and comforts of my own. However, I did inquire about the size of the vehicles she was offering, and requested something not too small. ** as even more irritated as I didn't know the names and would point to a vehicle and ask if it was okay for me to rent, and what the names of the vehicles she was naming actually looked like in the parking lot.

Once ** found a vehicle that was in the range for my GEICO insurance plan, I agreed upon it as it did not appear to be too small. ** took me out for the rental and I made sure to request an inspection, of which ** looked now more irritated than ever. As we walked around the vehicle, there were multiple damages to the vehicle and as we saw them I pointed each and every one of them out. I did not want to be held liable for damages I did not cause. ** became so unhinged, she sucked her teeth and rolled her eyes constantly as if I were inconveniencing her. When we got to the bumper, there was so much damage that it took a few more seconds to write it all down on the sheet where the damage section is located.

Before ** walked off, I said, “May I speak to you?”, then went on to say how the male employee should not be so unprofessional and stare at me nor any other woman as though he is going to hit them. That if my husband were here, it would have been an unsightly as no man would ever stand for that type of behavior for any woman - nevertheless his wife. I inquired if he had maybe been jailed previously hitting women? I said that his behavior was unprofessional, intimidating, and physically threatening as no man should ever stare and look at a woman that way-- especially not in a place of business where customer service should be first and foremost.

At this point, ** said, “OH!!”, screaming at the top of her lungs, “I've changed my mind!” ** ran around to the driver’s side of the vehicle and took the keys out of the ignition. ** then screamed at me “** is a good man, he is a good man!!! I am not renting to you! You can get off my property and I never want to see your face in the store again!!” I looked at her as though there was a hidden camera somewhere and a joke was being played on me. I said to **, “I am not screaming, nor loud with you, but I would like my money order back first.”

** replied “No you speak soft, but you’re not nice and I'm not renting anything to you!” With that being said, ** threw my money order on the counter to me and ran to the back office screaming and crying very loudly as all the employees ran over to her rescue “** is a good man!! He's a good Man!!! HE'S A GOOD MAN! Get out and I never want to see your face here again!!!” ** was so emotional that it was hard to believe she was an actual adult, and was left in charge of an actual business to run.

As I stepped outside, a woman came to ask me if I was okay. I assured her that I was fine. While I was making a telephone call to my husband to pick me up, a huge 6 foot woman who was wearing heeled shoes, now had on sneakers and came up to me and threatened me She was a black woman who said “you have to move off of the property now, You have to move outside the gate, now!” I smile and replied, “OH-- OKAY.” I was still in disbelief that this had actually happened to me.

This location on 1312 Main Street in Buffalo, New York is filled with a manager who may be competent with her job, but emotionally unstable when dealing with customers she cannot manipulate. ** allows frustration and lack of professionals skills, regulated information and literature that the company has set in place for a reason to guide her. This opens up Enterprise for a possible lawsuit. No one should ever be treated as I was. This correspondence is for a young girl who this may have happened to-- what if her parents had driven off and out of town while she was waiting for her rental and ** did this. The area and neighbor where I was put out is directly located in one of the city's Methadone Clinics as well as assistance for people with addictions and substance abuse.

What if I were a younger woman with no means of moving to another location safely? What if I had a disability that ** could not see nor was aware of? What if I were even more elderly and couldn't walk and needed to be in a vehicle? What If I were in a strange city and was denied access to a vehicle and had no one in the second largest city in New York State outside of New York City, to come retrieve me or assist me with another vehicle. What if I had a medical condition that ** did not bother to take into consideration-- which is actually the case in my particular incident.

**'s actions were inappropriate, unprofessional, deranged - emotionally and lacked good judgement. The fact that the other employees ran to her side while she was screaming “** is a Good Man!” acting far from normal seems to have set a climate of work intimidation, bullying and systemic free for all as long as everyone doesn't make ** angry.

The fact that not one other male employees, nor any other employee, nor the assistant manager stood up to do the right thing-- spoke volumes about the entire staff of onlookers. They are the Walt Whitman's of the world who just “sits out and looks" - never speaking up for what is just, or what is right. These employees -- who would allow detriment and harm to come to an innocent customer, a customer in fact who did not scream at anyone, yell at anyone, be rude to anyone, curse at anyone nor disrespect or be discourteous to anyone is worse than appalling. This systemic climate crowd riotous mentality is treacherously dangerous and downright deadly. The fact that ** sent a employee out to threaten and intimidate to move off of the property is troubling, very troubling as though the employee wanted me to be contentious: so that the situation could be flipped around to make the customer or me look at fault or in the wrong.

This is a letter of complaint that also echoes how your company will deal with **. ** also yelled across the counter that she “didn't care if I wrote in, that I could write all that I wanted that nothing was going to happen to her, just get out of her store and she better not ever see my face again” screaming this at the top of her lungs. I turned to face the closed circuit television, prying that all of her actions were indeed caught on film to reiterate the very animated, rude distasteful buffoonery ** displayed in a place of business. ** later revealed to another worker from another location that “**, oh, my girl flipped out on that woman because she thought that the woman was coming on to me. So she flipped out and wouldn't rent her a car. Whenever ** thinks that any woman is coming on to me she starts tripping out.”

This correspondence is to save the life of someone in the future who may run the risk of being put out by ** in a strange city, in a strange place, stranded without transportation, money nor any means to be mobile. What if my husband did make his flight and turn in the other rental? What if I had no mode of transportation to a safe location. I was forced to walk to a local McDonald's where heroin users “shoot up" in the bathroom as I quickly learned as the location is next to a Methadone Clinic.

There are too many what ifs with all deadly, dangerous outcomes that would solely be placed on **'s emotional state of mind, all in conjunction to her relationship with one of her workers based on NOT making a professional competent decision. There is no second chances for someone's life. We are only allowed one. ** is not emotionally stable enough to warrant the position she currently holds. It may prove to cost the company millions of dollars had my outcome been slightly different.

Obviously this behavior has been long standing, suited with comfort and everyone who works in this location exhibits the professionalism of clan- hyenas who will do anything to keep their jobs-- even if it means treating people who are from a less desired neighborhood rude, disrespectful and with little respect due to their socioeconomic status. Please take this correspondence in reference to this location seriously, the next person ** feels that she doesn't want to rent a car to, then have an employee walk over to and force off of the property may be /or/ could be your family member that you love, that may never make it home. This is a serious matter.

We return the car 6 days later and are accused of creating damage on the back panel lower bumper under the license plate. The asst. manager claims because we drove a lot of miles this could have happened. I trying explaining this was not from us. He wouldn't listen then said he is just doing his job. I was visibly upset, crying and telling him we are returning the car in better condition. There was garbage left in the car when we rented it. He kept telling me he just needs to do his job.

I have rented numerous cars through many companies. This is the worst service and disrespect I've received. At one point the asst. manager directed the conversation to my husband. The car was in my name. He then accused me of swearing at him. Which he later said I didn't. He also told me, "Don't take this personally." I will never rent through Enterprise!

So, not only can you not count on the local branch, he basically said that you also can't trust the corporate branch of Enterprise. That's very unprofessional. I asked to speak to a Manager, but was told that he was too busy with another customer to come to the phone. I have never dealt with a company that so blatantly does not care about its customers. I have eight pending reservations with this location of Enterprise and I am going to cancel all of them. They are a horrid company and make promises that they don't keep. I find it laughable that they promise in their ads, "We treat you like you would want to be treated!" Apparently, they have decided that customers want to be stranded in times of need. Don't count on these people for rides when it's important!

After our SUV was repaired she returned the rental and was told there was a large scrape on the passenger side rocker panel under the doors and we needed to pay our insurance deductible of $200.00. My wife did not have the $200.00 and called me in tears. I drove to Enterprise to inspect the vehicle and seen scratches, not a large scrape on the rocker panel (I have photos for insurance). Again they ask me for my deductible of $200.00.

Not know what caused the minor damage, and seeing that the Ford body shop was next door, I told them I wanted an estimate of damages. They told me they could not do that as they use other body shops and again requested payment. I ask them what if the damages are less than $200.00 seeing that the scratches should easily be repaired. They told me that the insurance company would refund the difference.

There were no marks on the tires in front and behind the scratches, my wife does not recall hitting anything, and now our son recalls seeing the damage the day she picked up the rental. This seems a little backwards. Why should we pay them the deductible up front? Shouldn't they deal directly with our insurance company? If our vehicle is damaged, and it is our fault, we get estimates and the insurance company pays for the repairs less the deductible. Then we pay the deductible to the repair shop.

Watch out for Enterprise. If you don't purchase their expensive insurance make sure you pay attention during the vehicle inspection and take photos of the interior and exterior. Otherwise you and your insurance company could be stuck paying a large bill for damages that were already there. I will be sharing this information with our insurance company.

The car was very dirty with the white dust. As soon I got in I felt a cigar smell and I asked the guy if he has been smoking on the car and he said no, that the car was new and nobody have been smoking there. I drove work after that. The day was nice and maybe 40 degrees so the car was parked at my work parking lot for few hours, then returning home after work like at 5:00 pm. It was warmer outside. The smell was even stronger and I started to search for the source of smell and I found a Half smoke cigar on the dash board compartment. This tells me that this car was not fully verify by the rental company. I called to report the incident because I didnt wanted to be blamed for the cigar smell on the car, I discarded the cigar and left the windows down for a bit and the smell went away so I didn't return the car for that reason.

We had more snow on Saturday but some rain on Sunday and the car got wash out. So when I proceeded to return the car and the agent verify the car they found a damage and scratch on the rocker panel on the drivers side door. A damage that I didn't do and that I didnt see before because the car was very dirty and all covered with dust. The agent that verify the car the day I got it choose not to check at that door and I think he this shows that he knew about this damage was already there and that's why he was asking about my insurance deductible info and insisting me to get their coverage. This is definitely a set scam and I am not willing to pay anything because I didn't do any damage to this car. This damage was there and the agent very convenient didn't mention this previous damage that was masked by the dirt on the car.

When I arrived at Court Street, no car. Was told by gal in office tags were no big deal as that in OR you had to end of month. I told her I was not going to be back until 4-11-2015.. After 3 associates conferring about what to do with me, ** made comment to co-workers, "Just give her something and get her out of here." At that point ** came over and said they had 3 choices for me, 2 of which were smaller than Jeep I had rented. I opted for Tahoe and he said fine. Then Mr Overcoat (manager I assume) told them no I could not have that vehicle. At no time did he come over to say he was sorry or anything else.

I was then asked if I could check into my hotel early and unload the Jeep there of all our vacation things and come back in 45 mins and they would have comparable vehicle for me. Gave them 1-1/2 hours and went back. ** very snidely told me my vehicle was not ready, but I could have something smaller. Stated smaller would not suffice and I would wait. She then delegated an associate that he needed to clean the vehicle, so again another 45 mins to an hour while that was done. ** went out to check for damage, etc and informed my friend that there was not 3/4 of tank of gas as when I rented it, but guess she would let it go. Wish she would have said something to me. We finally got a Chec Captiva, and an apology for having to wait for him to wash vehicle.

Very poor customer service at all 3 locations and never did get a call from Poulsbo to see if problem was taken care of sufficiently. I have rented from Enterprise for years, both for pleasure and business, but don't think I will do so in future.

Is this really what your company is about? Making it so hard for a working family to even get their vehicle fixed that they have to pay for it out of pocket instead of buying groceries. Learn how to treat your loyal consumers instead of completely being rude. And also ** was the person in charge of our case. She was near impossible to get a hold of in the first place but now I call her personal desk number and she ignores the calls. I would understand if this was a one time thing.... But 3 Months? I don't want a hand out I want what I am entitled to after one of your vehicles destroyed mine... I will never use Enterprise actually since this incident I would strongly suggest you find another place to get your rental.

Original Review: April 6, 2015

I rented a car through Progressive on 3/17. After this office did not pick me up like they were supposed to, my car repair shop dropped me off. I told the guy that I wanted only what Progressive would pay for. He asked if I wanted premium insurance, and I said no. Then he had me sign and initial 3 different places saying I was just signing about any current damage to the car, etc. I was charged for basic insurance. I wasn't told that that was an added feature and that my insurance would not pay for it. They are supposed to be the experts and not try to slip in that I am signing up for insurance without verbally telling me, as well.

After reading reviews, I found that this is common practice for this office, and other Enterprise locations. This is a total scam and I was taken advantage of. I want my money refunded before I have to escalate this situation. Those guys KNEW I did not want to pay anything over what Progressive would and they quickly rushed me through the forms, not even letting me sign them in the office, I was signed on top of the car. This is completely unacceptable and that office should not get away with scamming customers. I want a refund immediately, as well as an apology and promise to treat future customers with respect and not scam them into something they specifically said they did not want. Your company is better than this and this is your opportunity to show it.

It's a sad shame that companies like this one can stay in business when customers don't mean a thing to them. Sorry to say, we still used them to just get a way home. It's sad when the tow truck beat us home. Thank you Bradley's towing service as you were the only good thing that happened today. As for Enterprise, leaving a family stranded for 3 hrs, you should be ashamed of yourself and change your logo. You don't pick your customers up willing little long take care of them. Bad, bad experience. Would never use service again.

My personal opinion is that when dealing with a customer which I was one, you as the employee should be well knowledged in the product you are representing. He definitely needs more training in what he's doing. I was given the runaround for something ** had no clue in what he was doing. Person's totally unprofessional. I definitely will pass it on to my co-workers, friends, relatives. So I went to Hertz rent a car, absolutely no problems!!!

Upon return of the vehicle, I was made aware of a dent on the passenger side above the door handle. The paint was intact and you could only see the dent by standing in front of it. As a result I had to pay the 500 dollars deductible and they could not check prior contracts to see if this was an old issue. My complaint is on the lack of transparency. Had the agents agreed to look at prior contracts, I would have been satisfied. After many years of giving my business to Enterprise, I even have a preferred customer number, I will leave them and never again rent from them. The next time I rent, I will take pictures of what I rent before signing the contract.

Also they proudly advertise that company is picking the clients from home. It used to be reliable but this time it was totally not reliable. I am 10 minutes drive from their location. When I called they told me 25 minutes. 30 minutes later I called and they told me someone was on their way, which turned out to be BS. Someone came 30 minutes after the second call. I understand if they are pressed and cannot have someone drive but please do not BS me that someone is on their way if they are not. This is very unprofessional!

Another point that you disappointed me was the lack of reliability about the price. They offered a rate under $30 per day, but avoid mentioning that on top of taxes there some additional fee of $5 per day that brings the price above $30 a day significantly (more than 15% more) and these amounts add up quickly through the days of the rental, above and beyond the rate of the insurance company. I was happy with them previously and I did not even check for competition but this rental is a complete disappointment and I believe I will not repeat this mistake again.

My goodness, she answers the phone with no name, very dry and harsh when speaking to people, and 1 word -- "NO." I told her I had just called the 800# and a very nice young lady stated that if I called or when I brought the car in I could get the charge. The answer I got again was, "NO, she told you wrong. We only accept cars that are rented from this location." We were trying to check if we should do the late fee or the drop off charge. I have rented from Budget, Hertz, Alamo, National and others with no problems, without the rudeness. NO More rentals from Enterprise for personal or business use.

Horrible customer service from **, and ** was extremely inappropriate. I will never go there again!

When I started to complain about the vehicle they were acting like they couldn't see anything. There was a lot of negative attitude coming near me and I had to look at the manager and ask him, "Do you have a problem with me?" He said no, "so why would you give a dirty vehicle?" The manager apologized to me but I wouldn't accept his apology. Then he said he'll wash it. NO, if you washed the vehicle the first I would be in here upset. I just want a clean different vehicle, eventually they were able to get me a clean vehicle. I will never use Enterprise again.

** WAS VERY rude and also very rude and abrupt with my daughter. I got in touch with the area manager ** who didn't even appear to want to hear the way ** treated my daughter or how she acted or said to me. Instead he said he didn't want to go into he said she said and as I told him or attempted to tell him what I was trying to tell him is what she said to me. It is very clear ** clearly is taking advantage of a young college student and has taken advantage of her authority. I still have not been able to get an answer of a yes my daughter was with her. Also when I asked about cameras in the office she said first there were until I asked about seeing the video and then she said there was not a camera on the location. Also they are claiming damage of $1600 +.

I emailed customer service with the issue, even attaching a copy of the bill as they requested. The respondent, **, agreed that I had been overcharged and promised a credit would post to my card within 7-10 business days. Days went by, then weeks. I emailed again with an inquiry to the credit. The response: "the case was reviewed again and the $39.99 charge was correct." And don't forget the closing comment "If you have any further questions, comments or concerns please feel free to reach out to me and I will aid you in any way I possibly can." Now I realize it's only $15, but to tell me I would get a credit then decline it. What kind of business practice is that? Especially as a long time customer of Enterprise. Next course of action, BBB and Enterprise Corporate Headquarters (not like it will matter!) Glad I saved all the correspondence.

When it got down to the vehicle I was in, it needed an oil change. I called. They got me into what they wanted me to be in the first place. But at first that car was reserved for KIA dealership to come pick up. I said "OK how about the other car they said that one needs an oil change?" So they put me in the car I was wanting to drive in the first place that was so called reserved for Kia dealership. Now I have this car for a few weeks then I go make a payment and get into another vehicle because the oil change light came on. Then I got in a vehicle that had 17 miles on it. No scratches, brand new and I went and paid a week and a half. The asst manager had been trying to run my card when I clearly have been doing money orders and the $90 would not come off. So I repeatedly told him that he could retry it the next day so I can have cushion on my account. I did just that so it gets down to my account being due.

The man called and I told him "OK. I will call the branch and make my payment on Friday." Remind you he called Wednesday. I was at work and couldn't be on the phone. I called the branch and I explained to the employee when I will be there. He said "OK I noted on your account." Then the man kept calling while I was driving and kept calling me. I went to the branch on my lunch break. They was busy then the regional manager was explaining my info to another person that was not on my account with me. When I returned after I got off and got my kids, he told me one price then he kept changing the price of what I owed to get caught up. I waited patiently. He asked for the keys and told me to wait inside so he could rewrite my contract and then he gets in and he pulls my account up. One minute it's this, the next it was this much.

Then he said "you can pay the balance but I won't rent to you anymore." So I asked I can go rent at another Enterprise. He said "yes just not this one." So I said, "OK. Did you get the payment for $90 that the asst manager was suppose to get off my card?" Then I goes over to the asst manager and he told a bold face lie to the regional manager that he didn't remember that situation with my card. And then I said "so are you guys going to take us home?" The regional manager said no. I took me and my children around the corner to my house and called the branch and told the manager to come get your car. It's at my house. They knew where I worked and lived. So for y'all trying to sit there and make up false allegations about me they are rude about your customers and their families. Not good customer service at all. Spent a lot of money with Enterprise Rent a Car. Y'all Wrong... Right is Right. Wrong is Wrong... FIGHT FOR WHAT'S RIGHT.

So, I called my insurance company who did a three-way conversation with the very arrogant young manager, indicating that I did, in fact have coverage, which would pay for EVERYTHING except a nominal gasoline charge, and that the "receipt" emailed to me, showing my credit card charges should be immediately faxed to the company. I also wrote down the fax number and asked the customer service rep to repeat it, JUST TO MAKE SURE, because I did not want any excuses as to why the receipt was not received by the insurance company.

The customer service rep for Allstate was fantastic; she asked the young man what his name was, and to spell it for her because it was a tongue-twister, and she asked him DIRECTLY when the charge would be taken off my card, and told me if this was not taken care of in 48 hours to call the company, as she was noting what occurred in her records. For whatever reason, Enterprise listed me as a "direct pay" person, although the insurance company indicated that their records indicated that was incorrect. We will see what happens.

After the paperwork, I and a guy at Enterprise went out and checked the actual car and he inspected if there's anything. After all, from what I understood at that point, he mentioned something about insurance that is covered by their company (Enterprise) for two day then after I will be on my insurance. He seemed he just started working there so his explanation was so hard to understand and vague. After 22 day later, I got a call from them saying I owe them $512 and asked for authorization to charge on my credit card. I was surprised. I thought my insurance was going to cover.

I called insurance and they said there is nothing wrong and they will cover all. And I called Enterprise customer service just to make sure I won't be charged with that much of money and was assured by the representative that there must have been a miscommunication so there will not be any charges. While talking to representative, she mentioned that I have purchased "Collision Damage Waiver" which I don't recall I asked for. Neither did they give me an option to choose nor did I ask for the damage waiver. They just circled the sections on the paper and asked me to sign and initial without any EXPLANATION what is being charged.

I returned the car today, even though my car is still in the shop, because I didn't want to pay the amount they asked me to pay so I didn't hesitate to return that car. In fact they kind of pressured me to bring the car back saying I have $512 to pay and it continues to accumulate if I don't return it. So I did. At returning, I politely asked and told them that I spoke with customer representative and was told I don't have to worry about the damage waiver fee so take it off from my bill. They refused to take it off saying they followed the instruction and explained thoroughly about the damage waiver so there is no way I can avoid not to pay this. Also they already have my credit card information so they will charge me anyhow and no matter what I ask them. This isn't my first time using a rental car and I never had this kind of problem especially when it is covered under my insurance.

Again, I was NEVER asked to choose whether I want the waiver or decline it. Secondly, why on earth would I need their damage waiver? When I can claim to my insurance in case anything happen to that car. I ended up paying $512.64 after arguing for 20 minutes and they did not seem to listen to customers. I simply asked them I'm running late to my work so I need to go and they just charged me and gave me a receipt of $512.64 without my authorization. I'm not satisfied with their service at all and what they did to me was so unprofessional. It's funny how a representative was there told me their goal is to satisfy the customer but there's nothing he can do to waive my unwanted fee that was charged. I'm going to call customer service and do whatever I can do to get my money back.

Email from Christine G., Regional VP, "We took keys before close at Classic and left. We did not look at car yet because we were not going to pick it up at that exact time. We then came back after Classic closed just prior to 6 when ** was not there due to closing and then did our walk around."

At 4:30/5:00pm, in direct sunlight, it seems rather impossible that both me and the Enterprise agent-yet-to-be-named overlooked scratches all over the vehicle, had they really been there at the time. The scratches should have been very obvious in direct sunlight. The Enterprise agent logged the return of the keys to the vehicle at 5:01 pm (on 3/6/15) log provided to me by Christine G., Regional VP. The person who took the keys into their possession did not state that he/she noted damage. My rental agreement states that I am responsible for damage up to the point that the agent accepts the car back. The car keys were accepted back and logged into the system at 5:01pm.

Reported to me by both Christine G., VP, and documented in the log; scratches all over rental were noted at 6pm, after returning for a second time to Classic Coachworks to inspect the car. At 6pm on Friday March 6 (it was prior to when daylight savings time started) and the sun was virtually set in Wayne, PA (the sunset was 5:58pm to be exact), not an ideal lighting to inspect a car, yet the Enterprise representative noticed scratches all over the car?? The rental car was not moved for the remainder of the weekend and the damage was shown to ** the manager at Classic Coachworks on Monday morning (on a clean car - not the salt covered condition I returned it in), later on that day an incident report was drafted. Also noted in the log was lmom for customer on Friday night, no message was received either on my cell phone or work phone (both of which the Enterprise representative had on file and confirmed with me on Monday).

At this point, I strongly encourage Enterprise to drop and close the claim based on multiple irregularities in its damage inspection of my rental car. I am awaiting a decision from the investigation.

If a suitable email address was available on their website I would probably never have needed to raise the issue in ConsumerAffairs!

Original Review: March 14, 2015

I made a reservation on the Enterprise website for a 1 day rental from Orlando Airport at 6 PM, returning the car at their office in The Villages on Jan. 1. I then checked with the office in The Villages to make sure I could return the vehicle on Jan. 1st as booked. I was informed that, although the office would be closed, I could return the vehicle on Jan. 1st and deposit the key in the drop box, completing the 1 day hire. I returned the vehicle at 10.30 AM on Jan. 1st as arranged. I called at the office on Jan. 2nd and was told the rental had been completed by the Orlando Airport office, so details were not available.

I have just returned to the UK and checking my credit card statement, I find that instead of charging $68.78, Enterprise have charged $108.33. I have received no statement for the additional charges. I can only assume they have charged for a second day hire. All attempts to contact Enterprise by email have failed. I will not be using Enterprise again!

I am wondering if this is maybe a common practice (or maybe I should say scam) that this company does to old people and am curious as to how many other people have gotten this type of treatment. We were shocked and indignant at this treatment. It is his word against ours and I don't know what to do.

The rules on the website says 200.00 deposit, after ** at the Waukegan store had me sit and wait until 5:30 for a rental she then wanted me to give her an additional bill when I followed the rules on the site for using a debit card. I told her I did not have another bill to give. She made me sit another 45 mins because I got dropped off there - she then said "I was going to help you regardless." I ask that she look at my rental history and see I am there often and know the rules. **, where did you go? There are running this store in the ground. ** goes on to charge my card 265.00 without asking or letting me know. On the site for review the amount is 200.00.

This was a miserable mess of an experience. I usually don't give reviews but this one needed to be shared. Oh let me add I have a boot on my foot and leg from the dr. because I ruptured ligaments and she gives me a minivan to climb in and out of. Stellar.

90 minutes later I called ** and he said that my car was delayed due to snow and bad road conditions. Again later I called ** and he told my car was at their location in Decatur TX and was not possible to send it to my hotel because first the paperwork had to be filled out. I got a raid to Enterprise in Decatur TX and found that there was not any car for me from Denton TX. After perhaps two hours Mr **, in charge of Decatur TX on that date, was able to get me a vehicle. I appreciate very much to Mr ** his help. Thanks to him I was able to get a vehicle. Good luck to all of you that for any reason have to go to Denton TX.

Last Thursday I paid again and extended my rental since I am new to the area. I received a call this Monday from them telling me I owe more money after I just paid. I called the escalation department and have been waiting for a call from the regional manager since I called escalations 5 times. Now I'm getting threatening calls for money and I have the rental until Thursday March 12. They used my deposit towards my rental and I was unaware of them doing this. I called to make my payments on time. Had I known they were charging me so much money I could have made a consumer decision and returned and went to another company.

I feel threatened and they are not fulfilling my agreement until tomorrow calling me everyday this week threatening me. I do not want to be on the ban list and this is why I have called escalations so much. I am very angry because I have been using enterprise for years. I sell cars and put my clients in their vehicles all the time. My branch at 6715 peach tree industrial blvd is not even trying to accommodate me for their not giving correct information.

That's what my insurance charges for two of my vehicles for more than two consecutive months! Oh, but is not their fault, "it is obligated to them to charge it once you get it directly at the counter" What a difference it makes?! and so on, so on with charges for every little thing. Ridiculous. Additional driver is $10, per day, even if that person happens to drive it couple of days. So ended in $70. My own insurance covers two drivers, cost included on the same amount I told you before for personal insurance for over two months. I don't understand how these businesses get their rates from. Yeah, the American Nightmare.

I drove to a sales conference in Louisville and returned. There was no visible damage to the vehicle but upon my return, 4 days later, I receive a letter stating that there was slight damage and I would need to repair the vehicle. What a scam for a company. They charged me an extra $100 for making a change to my selected vehicle -- Fusion to Equinox -- but I really wanted the Altima. I believe he knew there was damage and it was hard to detect, and then blamed me for the damage. I have submitted the letter to my insurance company.

I argued, first, that the dent HAD to be in the top when I picked up the car, and the agent failed to see it, as she didn't look at the top. I took pictures at that time of a couple scratches. This agent when I returned threatened to call 911 and have me removed from the building. I went outside, went over to the car, opened the back door in the area of the "dent", felt the cloth top, and determined there was nothing between the cloth and the medal. I took the palm of my hand and pushed up, removing the dent. My friend looked and saw no dent, I asked the agent to come out and look, and he was mad, and said I probably damaged the inside!! End result, they took my deductible.

I went to my bank and closed the credit card. Five hours later, the car was off the lot, and, they said, in Columbus to be repaired! I called my insurance agent, he knew nothing about a claim. I suggested to him that possible fraud was going on, and to get an adjuster to the sight where the car was, because, I guarantee, there's NO damage to the car. That's where we are with it now. I also called 800 rent-car, for a district manager, and have heard nothing. I believe, from reading other reviews that this company might be doing the same type of fraud to other customers, and I plan to pursue this, even to take them to court.

While Enterprise advertises they will pick you up, they were unable to pick me up prior to my newly-rescheduled flight back to Boston. I had to have an unauthorized driver drive me to the return outlet. I went with the driver. We were in no accidents. There was no change in the car from when I picked it up. I signed off on the rental in Nashville. There was no indication of a problem. No indication that any follow-up was necessary. I was billed for the use of the car. I thought that was that.

A month or so later I received a letter admonishing me for avoiding attempts to get in touch with me regarding damages to the rented car. No one had contacted me either by phone or by mail. I called the number provided immediately, explained that this was the first notification I'd received, and that they were misinformed--there was no damage to the vehicle. I was told I was being charged $400 for damages to the car. We've been going back and forth ever since. I've researched the company. Apparently they are notorious for falsifying charges to customers. Renter, beware of Enterprise!

I have decided to sue him and have lodged my first complaint with enterprise and will take it to the highest courts of Alberta and Canada until justice is done and the Manager ** punished for his insolence. If you don't want to be discriminated against and talked to in a condescending manner by the Manager ** then please don't go this location. I have been in a state of shock and almost paralysed with the kind of behaviour that I received today. Please don't go to this Enterprise location and shun it and raise your voice against the Manager's attitude...

I might also remind the people working at Enterprise in the downtown location that we are your customers not your slaves. That you interact with us in such a pathetic manner. We come to you expecting professional customer service and expect, at the very least, courtesy, fairness and justice in return. If you can't show such behaviour and react insolently as your Manager has done today, then legal action must be taken against you.

Then to top this terrible customer service the third location (2552 Paxton St Harrisburg, PA) was a waste of time as well they only tried to call the location once! Then told me I could come back and try later, so they can get more money for a later drop-off. I called and got them within 5 minutes and handed the phone to the rep. And once I closed out they didn't even supply me with a receipt after taking the car. All they told me was that I had to call and ask for it to me emailed. No more information.

I called for my receipt only to find out it was a ridiculous Bill!! They had charged me for things I had plainly stated I didn't want, and the third location didn't even let me know about the charge for dropping it off at a different location! It all just went towards the bill without me knowing anything before hand! Rent with another company and save yourself the trouble - that's my advice. I will never be renting with them and neither will my business! Which is a company that requires a lot of flying and car rentals but this is by far the worst customer service. If renting Try AVIS instead!!

However, when I arrived at the dealer, I was asked if I was a student at Penn State, had to provide proof of insurance, had to speak with my insurance company about collision coverage, and was asked to put an ADDITIONAL $250 down as a security deposit. Also, the sales rep asked me to log into my Penn State account to print off my schedule. What on earth would he need this for? Keep in mind that I was required to do none of the above when renting from the University Park Airport enterprise location 1 month prior.

Because of this, I am to believe that I was taken for a ride by this so-called representative of the company. I ended up canceling my reservations and finding an alternative way to travel. Also, I attempted to rent a car from the airport location, but the rates were high, since it was last minute. However, the sales rep at this location explained to me that there would be no need for a security deposit, it did not matter if I was a student or not, and I did not have to even show my proof of insurance. I am totally baffled as to why two Enterprise locations within 2 miles from one another would have such different policies. I truly think I was being had by the representative at the Blue Course Drive Location. However, given good rates and good service, I would definitely consider renting from the State College Airport location any time.

This is the low level of service Enterprise Rent A Car gives you. I have had a rate going on for several months renting from the same location because of a manager that wanted my business. All of a sudden He left to another location. This assistant manager comes in and is not happy with that rate and decides to increase the rate without any reason and charges me for something I didn’t sign for. I told him I will take the business to another Enterprise location and resign my contract there. He said "NO" I need to make a payment here first.

He then threatened me that if I do leave then he will call the police and report the car stolen. I called customer service and spoke to Mike the supervisor who did not want to share his last name and gave him the info of what had happened. With no help from him either I had no choice but to make a payment of the amount charged. I mentioned that I would like a new contract and will dispute this charge. The assistant manager ** told me to leave. I told him I need a car to leave. He refused to rent me one even though he had cars in lot. He told me to take a cab. This is the service Enterprise Rent A Car has to offer. Extremely disappointed. As long as you have negative people like ** working in your organization with no skills of service. Never again will I rent from Enterprise and will make it a mission to make sure no one else does either.

Later in the day I called to Minneapolis Downtown location and picked up a car and they used the same reservations. The car that I was given was a compact car; my reservations was for standard size. I was charged the same price unaware that the car they gave me was much smaller and in different price. The next day they gave me the right size car. When my week contract was over after spending 2 days at Enterprise to get things in order; I needed to extend the contract. I went to DT location to pay for the two weeks and I paid $189.00 and asked A-The clerk is that all that I will be charged for the 2 weeks and she stated, "Yes." I said, "Will I be able to just drop the car off and leave it with no additional costs?" A-the clerk stated yes. I asked for a receipt. She said that she could not produce one for me. The charges did show up on my bank statement the following day.

I purchased a car 2 days after I made the payment for my 2 week contract. So I wanted to return the car early. I take the car back and I was told I will only get a $7.00 refund if return the car early and if I keep the car I will owe an additional $70. I asked the question why and M-the clerk stated that there was a miscommunication between me and A-the clerk. I tried to explain to M-the clerk but she continued to make it seems as though I was the one not understanding. After a yelling match M-the clerk stated she will cover the additional $70 if I keep the car for the additional 5 days (since I had already paid in full for 2 weeks).

When I leave I get a call from the manager and he listens to my side and then tells me I have to pay the additional $70 when I return the car. Because they don't give a ** if the employees don't have the right knowledge to work the job they have been assigned to. Me the customer suffers. I will not ever recommend anyone to rent from this company again. Too bad my family works for this company. If you do rent PLEASE record the conversation...they can change the contract to their satisfaction.

Day 2: 8 am was again offered a Chevy Tahoe, only vehicle available, again I declined. They said there would definitely have a larger selection tomorrow. Set an appointment to pick up a CAR Wednesday between 4:30 and 5 pm. Day 3: left work early. Rush to Enterprise so I could make it before they closed at 5. There were two customer ahead of me picking up rental CARS. I was handed keys to a Chevy Tahoe with 1/8th of tank gas, beautiful fully loaded vehicle. Would have to put gas in it just to get it home. Grrrr, starting to get really agitated. Being they were closing and I didn't have time to argue, I just left the suv there. Maybe my husband will drive it will come back later. My husband just laughed when I asked him, not interested in spending more money on gas than our car payment, already have deductible to pay for, and extra $19 a day for rental insurance. Would be great for a weekend not as a daily driver.

Day 4 Thursday: Now I'm 6 days total with a borrowed car, didn't realize how difficult it was to obtain a rental. Is it really worth the extra money for rental insurance? Called Enterprise 8 am, to let them know Tahoe was just not going to work and I really need to trade for something more fuel efficient asap, need to return borrowed car. Response, with a sigh "I'll call you within a couple of hours with different options." Noon no call back no car. Called main branch filed a complaint. Was told I would be contacted shortly by region manager. I find it hard to believe that in the past 4 days they have not had a single car. Maybe the two people picking up cars had reserved in advance. Possible but all unlikely.

Have been patient/kind up until this point. I am a patient person - I am a hospice nurse. Life's short why get unnecessarily angry? But how could I not Strongly believe they just want to shove the most expensive vehicle available at me? 2 pm no call. Called insurance company cancelled rental contact with Enterprise. Have to leave work early again to make it there before they close at 5 to return keys and get my deposit back. Called a different rental company, had a selection of cars to choose from come in at 6 pm, no problem.

This has been the most frustrating customer service experience I have ever had. Basically was told rent this beautiful, expensive, 15 mile a gallon vehicle or your ** out of luck! What's not to love? Ridiculous!!!! Will never deal with this company again and will never recommend anyone (I know a lot of people d/t my profession) not that they care. No wonder insurance is expensive, just like healthcare. Spend the max amount just because you can, blah.

How can I dispute this? I admit doing the scratch. The other half side of the bumper was as prior damaged, just as bad as the one I did. What options do I have to dispute this claim. It appears unjust to me to collect from multiple people exorbitant costs to repair the SAME damaged part on a car? And where just one said "repair" doesn't fix the car to sellable? So if there are two scratches they are making the case, it would really cost $2000 USD to fix that one bumper??? Shouldn't both renters who damaged the bumper share the cost?

Lastly not happy about how the first response when I did escalate try to bluff me with "The Collision Damage is MANDATORY".

Original Review: Feb. 24, 2015

Rented a car at Enterprise BWI for 4 days; was in a hurry and did not read the invoice when I dropped off the car. They slammed me with insurance coverage of $155 when the car rental itself was only $109. They didn't ask me if I wanted them at the counter or at pickup. Customerservice@enterprise.com is no longer valid; 800 number sends you to my local branch for resolution except I didn't rent the car at my home location. Filled out a form complaint on Enterprise.com; the response came back that "The Collision Damage Waiver is a mandatory coverage that is automatically added and cannot be declined"; which is untrue as I have declined that coverage before in other locations. Still no response from Enterprise.

I asked to speak to a supervisor, he said he was the supervisor and I stated he must have a supervisor, he said no. I asked him his last name. He said he didn’t have one. He was the most rudest, unhelpful person/supervisor I ever talked to. How can enterprise just charge my account without consulting me two weeks after I turned in the car? Why do I have to prove my innocence without knowing all the facts? He would not help me and refused to transfer me to someone who would. He said for me to hang up, call back and talk to someone else. Really Enterprise that is how you handled disputes in your citations department at your HQ's?

I called my credit card company to dispute the charge. I told them everything that happened and they are fixing it. BTW I have never had an issue with Enterprise before this incident. Also, I am not upset with the service I received at the local enterprise office. I think someone before me got a toll charge and it was charged to me by mistake, but I could not get any help from John with no last name.

Today I just felt totally unrecognized as a loyal client to this franchise in Lancaster, CA asked to speak with the district manager of location about my payment arrangement and was really straight forward and seemed mad like if I was an on loyal customer that doesn't pay his bills just blew me out of my mind plus he had his associates call me and ask me to pay full amount before my week was done... I pay full coverage all the time and return my vehicles clean... I've had enough. They don't value repeat customers or they just don't look at there screens. Maybe it’s just in this district... Very disappointed. Will use my credits and move on - will not use them again....

It was then ** informed me that State Farm has discontinued my coverage on January 24th and I had a balance due of $161.69. I gave ** my debit card to close out the account with State Farm and to commence coverage out of my own pocket. ** told me that he would retain the same rate as the insurance company and for me to keep him informed of any changes. I inquired about the weekly rate vice the daily rate and was told, I was given the best rate. I noted my account debited on 1/29/15 in the amount of $161.69. There was no other mention of any pending charges on my account or any issues with State Farm not settling their portion of the claim.

On 2/12/14, I called Enterprise and asked to speak to **. I informed him that my coverage was going to be taken care of by my warranty company and he should be expecting a call from them that week. He informed me the insurance rate that was being extended to me was going to expire on the 14th of February. I told him that I will come into the office to settle my charges from the 29th of January up until the warranty coverage was to commence. On February 17, 2015, I went directly to the Enterprise franchise and spoke with **. I asked to speak to ** and she informed me he was out for the week and she was the branch manager and could assist me. I gave her the confirmation number for the warranty coverage and she told me the amount to close out my account was 169(+/-), give or take a few dollars.

Nevertheless, she quoted me an amount that was under $170 and I gave her my debit card to deduct the amount. She went outside to inspect the car (I kept the same car when I first started my rental in January) and came back and told me I was good to go for 10 days. I told her if anything changed with my warranty coverage, I would call and let them know. Much to my surprise and utter frustration, I logged on to my bank account online at 4:30 am the morning of February 20th. Needless to say, I was FURIOUS and SHOCKED to see a debit in my checking account for $538!!! This was NOT the amount that was quoted to me nor did I receive a call from Enterprise (**) saying the amount she initially quoted me was different than what she deducted from my account. Again, there was no mention of any additional charges regarding the additional $350+ that was taken out of my account.

I am a single mother with seven (7) kids (4 that are not mine but I have full custody of) and every penny counts in my household. I had not budgeted for that amount to be deducted out of my account because that was NOT the number that was quoted to me. Keep in mind that I received no invoice or receipt for that transaction other than my new pink rental receipt. I had NO idea that amount was being deducted from my account! I could not return to sleep and anxiously waiting till 7:30 to speak to someone directly at the branch. Upon speaking directly with ** at 8:40 am on February 20, 2015, she informed me these were pending charges on my account.

I told her I had NO KNOWLEDGE of these so-called pending charges and NO ONE in the office had communicated to me about any balance owed; to include when I was with her on the 17th of February in the local branch settling my account. I explained to ** I have no problem paying my obligations but something was terribly wrong with the lack of communication and professionalism with the Enterprise employees to allow such a large amount to accrue and not communicate that with me prior to deducting my account. She informed me she was only "reading the notes left in the file by ** and I don't know what else he said to you".

I have never been in a situation where I have rented a car this long and there was no fine print to explain or justify why the Enterprise employees did not thoroughly explain my anticipated charges to me before deducting from my account. This was especially disturbing because the branch manager had an opportunity to go over ALL charges with me on the 17th and failed to do so. She quoted me a price that was $350+ less and that was the amount I was expecting to be deducted from my account. Had I owed anything more, I feel it was Enterprises responsibility to call me directly and let me know they were deducting an amount that was different from what was quoted and I would have immediately came to the branch to discuss the additional charges.

As a reputable company, I expected a much higher level of service, communication and professionalism from your company, and I am very disappointed with the service I was given. I must reiterate I have no problem paying for my obligations, but under no circumstances can the branch manager or anyone justify deducting such a large amount from my checking account without any communication to address the error they made in translating the charges. What I am desiring and asking for is for Enterprise to return the $350+ that was taken from my account without my knowledge but from the way my call was handled by the corporate customer service office and the local branch here in Waldorf, MD, I doubt that will ever happen.

In lieu of my doubt, I feel I have an obligation to make my grievance known publicly and reach out to the local news media and social media to ensure consumers FULLY understand how this rental car company has the potential to accumulate charges on their account and does not communicate that information to their customers. I will be sure to inform my friends, family, corporate colleagues and the news media about this experience and I hope the staff at the Crain Hwy. office receives some serious customer service training.

Original Review: Feb. 22, 2015

A death in the family made a trip to Findlay Ohio necessary on Thursday January 28, 2015. I accessed the Internet to rent a car from Enterprise in Findlay. The system indicated that the office would be closed on Sunday February 1st the date of return to Arizona and to call the office directly. I called the branch in Findlay and made the reservation via phone. "Now I have no support for the requested reservation".

We were picked up at appr. 12:10 pm on January 30th at our hotel and driven to the Enterprise Office. Picked up the car, not what we requested we were told the vehicle we requested was not available, asked where we would drop off the keys 48 hours later since the office would be closed. We were shown the drop key box location by Otis the branch manager. Had to be at the funeral home by 1:00 pm so needless to say we were in a rush. Failed to realize that the contract indicated we would return the car 72 hours later on Monday February 2nd not 48 hours later as requested.

Returned the car at 10:00 am on Saturday February 1st. 21 plus hours after we picked it up. It was snowing and we needed to get to Columbus Ohio for our flight back to Arizona and the forecast was for very heavy snow. In checking my c/card account the following day I realized that I had been charged $241 for two days an apparent overcharge. I called and spoke to "Otis" the office manager on Monday February 2nd and he said yes he remembered us and he would issue a credit for one days rental. He indicated we would see the credit by weeks end. No such credit appeared. Called and spoke to Otis again the following Monday this time he indicated he had processed the credit on the past Friday and it would appear by Wed. or Thurs. of that week.

No such credit has appeared. My wife called the following week and spoke to Arron who said he would take care of it that day. It is now February 22nd and no credit has appeared. I guess I can only blame myself for not paying enough attention to the contract but to have been the victim of a revised reservation and having been lied to about processing a credit by the staff at the Findlay Ohio branch is something different. My wife visits Findlay on a yearly basis and you can be sure that we will never rent another vehicle from Enterprise. All I can say is renter beware the Enterprise staff at the Findlay Ohio office are not to be trusted. Their word and promises are empty.

Of course when I called they stated I would have to bring the vehicle back to the office. They closed at noon on Saturday so I would have to leave the vehicle and drop the keys in the drop box. I did. Manager stated she would email the bill to me so that I would be able to print and fax to other person's insurance carrier. She didn't... My recommendation, get some employees that are over 25 years old who have customer relation experience and not a group of 20 something sorority sister types more concerned about happy hour than the customer.

Original Review: Feb. 21, 2015

Reservation for 12 noon ET, pick up on Saturday. I called at 11 AM ET requesting a ride from my home. I was told someone would be there in 30-35 minutes. It is now 12:25 PM ET. The office is closed (no way to get anyone in the office) and I am without a car that I needed for a huge meeting out of town next week. Your failure to complete this rental has caused me tremendous hardship. I need to find a vehicle on almost no notice. This is unacceptable.

Do not consider me an Enterprise customer anymore. I will tell this story to hundreds of people over time. I've got big mouth and love to talk. Expect that I'll refer to Enterprise as careless, unresponsive, untruthful, unreliable, low class, a poor excuse for a company in the car rental space, and a company with whom I will no longer do business. I will steer everyone I know away from Enterprise. Change the slogan from "We'll pick you up" to "We'll let you down." Contacting me during "normal business" hours will be a waste of your time unless you want to hear me explain my disdain for your hapless, disorganized and awful service.

Now I'm a very laid back, patient person. I just need to talk to someone and let them know something is wrong. I try to call the location where I got the rental (Owens Drive connected to Mastercraft) and no one answered. I went up there and the people at Mastercraft let me know I had to make an appointment as no one was there. With four children in tow I explained how upset I was and needed to talk to someone. Sure enough, there IS someone there at Enterprise after all. Nice. She (her name is INEA, I'm not sure how she spells it). But she's very nice and assures me they are just waiting on the insurance to pay and all money would be reimbursed. I had returned the car, but she says our file was still open. Once it was closed, Liberty Mutual should pay.

Two weeks later, no money back. I called the insurance company and they said it shows the car is still out! THEY call Enterprise and the people there had somehow lost track of the car we rented and charged us an extra FIVE DAYS. Now nearly $400 out of my account and 21 days late on the rent I'm begging them to replace the money. I'm tossed from one person to another with excuses. They say the insurance company is paying anyway so why does the five days matter. It's not like I'm paying for those five days.

Because your company is being dishonest and LYING to the insurance company to get a few extra dollars from them, and I STILL have $400 missing from my account!!!! They finally say it was for their auto insurance ($20 per day) that I did not consent to. I HAVE INSURANCE!!!! I am now sitting at Enterprise almost a month after I first rented this vehicle with tears in my eyes, four kids, and my husband, and I'm crying my eyes out. I get passed on to ** (branch manager) who says the money will be in my account today (just $95 though). I look in the account. They replaced .22 cents!!!! They deposited .22 cents into my account. I give up. I won't see a penny of this money.

Please don't trust these people. The lady seemed so nice, and I'm a very trusting person, but money will be coming out of your account and it's almost impossible to get a hold of anyone. Even if you do, they just don't care. It's really sad. I never write bad reviews, but I just had to tell my story to hopefully save someone the stress that I've been through. The main branch of this enterprise is: 8513 Manassas Park Drive Suite 101 Manassas Park, VA 20111

Much later, after I wrote again to find out what was happening, I was told that an investigation had been done and that everything had been found to be in order. Since the signature is obviously not mine, I was outraged but they are no longer responding to me.

Over the past 10 days I have repeatedly tried to contact ** to no avail. He told me in person on the 16th the he would get back to me. On the 16th we called and informed them that the car could be returned with one half tank of gas and no damages to car. She informed me it would be awhile, they were short handed. While getting gas to agreed level of half full, received urgent calls from ** informing me he was in my parking lot, and I told him I would be there in five minutes. It seems strange to me that a Zone Manager **, had never responded to any of my numerous calls, appeared in my parking lot in 10 minutes. They checked the car out, and said the car was okay. ** gave us his word that he would investigate and get back to us and he has not. As the character of your company, no one has ever responded to any of my calls.

I called ** at the Inglewood Office because there were errors in charges on the contract, billed to Liberty Mutual Insurance which I did not incur. He said he was not privileged to talk to me regarding this matter. In defense of my name, A manager named ** informed me that enterprise was charging me with embezzlement and Hung up. After we had discussed turning in the car which I was trying to do her voice got angry when I informed her I was not the Lessee. I called back, was informed by manager ** that ** had walked out and assured me that she would get a manager to call me before the end of that day 02-15, no call back. In conclusion I feel an the above actions by your company indicate to Me that your Managers and company view me as a criminal embezzler. As I said in the beginning it is about the integrity of my name. At all cost I will defend integrity of my, GOD IN WHOM TRUST, given name.

So, after spending 30 minutes for them to find our reservation, we walked out without a car and went to a competitor down the street and got the same car for even less than the original reservation. Why even show a car type as available on the website if it's not? She also didn't ask about coverage on the car and said "I assume you will pay for our coverage", which I promptly said no. Whatever happened to when the car dealership didn't have the car that they offered, they would put you in one that was available and not gouge the customer. Just horrible customer service and policies. BTW, the competitor, I made the reservation online, was there 15 minutes later and was in the car within 5 minutes. Will not rent from enterprise again.

Over a series of days, my bank statement reflected at least four (4) different unauthorized and/or fraudulent charges from Enterprise that they have still not refunded two (2) months later. The Branch Manager even admits that he charged my card without authorization. On top of that, the charges were supposedly intended as a security deposit that only placed a hold and removed / returned when the vehicle comes back. Never returned. Enterprise Rent-A-Car d/b/a Enterprise Holdings aka Alamo are crooks. Stay clear! If you don't believe me, hear it for yourself!

Made a reservation for a one way drop off from Myrtle beach to Clayton NC. Arrived at enterprise in Myrtle beach to pick up rental, no reservation was found. Made a new reservation with Dominick, in which he acted like it was a hassle to pay for the rental with my debit card, therefore I paid for the rental with my debit card and did the deposit with my credit card. He then briefly escorted me to my rental, had me sign a form, told me I could drop off my rental anywhere in NC before 4pm Saturday, and that was it I was on my way.

Saturday, I did as I was told, in which I dropped vehicle off at the enterprise in Clayton NC around 1:30, in which they were closed so I left the keys in the drop box. The following Tuesday, I'm then charged an additional $173 to my credit card, in which I called the Myrtle beach office and was told that I didn't return the car until Monday, claiming I had the car an additional two days for a total of four days. I explained that I had the car two days, which was my rental agreement, and that I dropped the car off before 4pm that Saturday.

The gentlemen, who obviously had no clue as what to say or do, argued with me claiming I had the car four days and that I owed them the additional money. He then told me the original salesperson, Dominick would call me back on this issue. I patiently waited for a call, Dominick never called me back. I then call the 1800 number and asked for a manager, in which they transferred me to the corporate office and I spoke with Elsa who was just as rude, claiming enterprise runs on a 24 clock and that I should have read the agreement explains the one way drop off policy. She then stated she would do a claim and someone would contact me in 3-5 business days. No apology, no nothing.

I then contacted the manager at the Myrtle beach office, Ryan, who claimed the charges were correct, and the most he could do was take off a $90 drop fee. He acted as though this was a good deal, and took no responsibility nor did he once apologize. My original rate, $229 for two days, was already ridiculously high, and now you want to charge me an additional $173 for something I was completely unaware of? Absolutely ridiculous. My family always chooses enterprise, in which my family owns a business and travels frequently. But as of this moment we are completely done using these crooks and the Myrtle beach office seriously needs some additional training.

So the next day, I did as Josh suggested I could do, and cancelled the extra insurance (I felt I shouldn't have to pay $16 a day, not knowing how long it would take to fix my car, because I was the victim. This could add up to hundreds of dollars). A lady walked around car, and saw nothing, when I cancelled insurance. Well the following week, when I found out, my car was totaled, and I would have to turn rental back in. I went to local enterprise and talked to a guy. He looked at the computer for a minute and walked out saying "he was going to check out gas and mileage." He would be right back. He walked straight out to the front left wheel well, like he knew what he was looking for, (which we never got to, when we looked car over), and at the very bottom towards the front bumper, was a hairline fracture, right where it makes the turn, from fender to wheel well, at the very bottom of car.

I bet 10 out of 10 people, would never see from a normal standing position. I was told, "since I cancelled insurance, I would have to pay for it." I feel like I got scammed. No way the guy went right to it, like he knew it was there. Honestly, you couldn't see it from a normal standing position, even if the car was dry, which it wasn't. You have to lean over, nearly squat to see it. I disputed the claim, the next day. It took two weeks, and now they say I owe $406. I took pictures before I left, and left.

I saw other damage, that was not on report either, but for damn sure I wasn't going to point out, for fear I would be charged for that too. They will not have to worry about this customer, EVER again, or anyone I know. I would sign anything I needed to, or stand in front of whomever I needed to. This damage did not happen, while it was in my care. I drove from work to home, and never bumped a thing. It would take a hit from the bottom to do this kind of damage, and I didn't run over anything. I even parked it on the weekend, and drove my wife's car. I was wronged. I am honorable. If I did it, I would pay for it. I trusted Josh, and his judgment. You can bet, if I ever rent another car from somewhere else but enterprise, I will note every bug splat. It appears to me that they have further damaged, in pictures they sent with bill, playing with it. It's worse than my pictures.

This is a disgrace - I rented from Enterprise six months prior to this - same scenario, but NO additional charges. We ended up renting the vehicle for a total of 36 days (because my son's car was in the shop). I have a total of 11 phone calls to Enterprise asking them if there was any other way to write the contract to eliminate charges - they repeated said this was the cheapest possible option. Only when I turned in the vehicle did they explain that my son could have rented it himself and we would have not had additional charges.

The manager at this location was rude and basically ignored us. She opened the door and basically pointed to the outside like "get out." I called the 1-800 number and opened a complaint. They said someone would call me within 24 hours. Someone called and basically just started to rake me over the coals for not renting it in my son's name in the first place. Both of these Enterprise employees misrepresented the FACT that under age driver fee and additional driver fees can be waived by the location. I confirm that through general customer service. I emailed the CEO at **. I've had zero response from her AND was told someone else would call me today. No phone call - no email. They just took an extra $1,000.00 and went on their way. NEVER EVER rent from this organization - they do not work in their customer's best interest.

I called direct to Enterprise in Eugene and VERY kindly said they would take care of it at my request I asked them to speak to Michael ** so the matter would be handled in their direction to him. He never apologized or made any explain action for accusatory threatening behavior. We normally rent from Hertz. We will never rent from Enterprise. Risk missing flights, being accused of damages I did not do. Dents on the roof the cars plates were from Wyoming??? Go figure. It's too bad the associate manger doesn't Realize who pays his salary - the customers who rent cars from Enterprise.

Suddenly I had $500 taken from my account by Enterprise. The odd thing was that when I called regarding a scam the Enterprise agent said "oh was it for 500?" Clearly a staple number. I have been arguing and fighting this company for 6 weeks now. I am about to move and I cannot take the stress of them being outright thieves. All I have to say is NEVER EVER EVER rent from Enterprise. They will rob you blindly. They took the money I was going to use to buy my baby a crib set. Now what??

This is the first I have heard of it! Especially as I'm 100% sure it has been driven by others since. It was collected by Enterprise from my work place, where I left it with no puncture! Furthermore on the 27th January I hired another car from the same branch for a day. This was on the same account yet nothing was mentioned, no additional payments were taken, and no one approached me about the punctured tyre on the car I had previously hired.

After that, several problems are happening. Looking my bill in the credit card I see insurance was charged wrongly. Please cancel this charge insurance "SLP = $251.30" and "ONE WAY FEE REFUELING CHARGE = $9.40" (I returned a full tank and the employee saw this). Then, I remembered that in the day I have got the car, the employee EMILY ** added this insurances in my contract, but I said NO and she scratched it only in my copy. I am trying contacts with Enterprise but they did not answer me. In short, I had problems with this company I had never had with any other (I'm going to the USA at least two times a year). I hope quick fix.

First, they put the car in her name on the agreement; she signed it, and paid for it. We were all unaware that Enterprise had listed the vehicle in my boss name in their system along with his credit card information which they already had on file. She paid cash weekly at this location. She elected to keep the vehicle longer as she wanted more work done to her vehicle. She changed rental vehicles three times and each time signing a new agreement and continuing to pay cash weekly. On two occasions my mother was a little short for her payment so she asked me to pay the small difference, which I did. I went to the branch and the first time I made a $25 payment for her and the second time I made a $20 payment for her. These payments were made on my debit card. All of the payments had been on time.

This location has undergone staffing and management changes over the last year and there has been nothing but issues since, not only with my mother but other customers of mine have complained as well. Enterprise alleged that they tried to contact my mother to come in and sign a new agreement and put a credit card on file. This was after three months and three vehicles. At no time did they ever request those items from her and they had been renting to her the entire time. Additionally, she never received a phone call or a voicemail from them. So Enterprise ran my debit card for $400 without my knowledge and approval. I am not and have never been an additional driver on the vehicle. I am not on the car rental agreement and I have never signed a contract. (I have however reviewed the agreement/contract since but I will get to that in a moment).

According to Enterprise since my mother had not responded to the alleged voicemails that were left they used my debit card information, recorded it as the credit card on file and charged it for a new $300 deposit plus $100 for payment. This is fraudulent as I never authorized them to do so. Enterprise stated that it is standard practice for them to record any card in which any payment for the vehicle is made on file and will charge it if there is a failure to pay. So since I helped my mother out twice and used my debit card Enterprise believes that they have the right to take my money. Absolutely not! They do not have that right. Whether they do this is standard practice or not is irrelevant. It is not in the agreement/contract that just anyone's card can and will be kept on file and charged if there is a failure to pay. It is not posted anywhere in their office and it is not even told to the customers. It is simply another unethical and unlawful tactic that they use to get more money out of their customers.

I called this location and spoke with the manager several times who refused to help me. He said that they always do this and that he would not refund my money. This unauthorized charge caused several NSF charges for bills that I had paid and prevented me from being able to pay the rest of my bills. I looked into this matter further and also consulted with my father-in-law who is an attorney. He said that this activity was fraudulent and illegal and that I can proceed legally to recoup my money and possibly reimbursement for legal fees as well.

I attempted to contact the corporate office. After speaking with several people and was told that the Regional Manager would call me. To date I have never received a call. It has been six weeks since this event with no resolution. Unfortunately it looks like I will be taking them to court. Furthermore they have lost a good customer and business referral source. I will not do business with or refer business to an unethical company that does not value its customers or abide by the law.

As if it could not get any worse. My mother was involved in a minor fender bender in the last rental. She did not have the insurance that Enterprise offers but she had her own insurance. She paid her $500 deductible and the amount owed on the vehicle and turned it in. Since she only has liability insurance her insurance company would not pay the additional amount of the repairs. The damage was only a few scratches and a small dent on the bumper. They sent it to their contracted body shop who charged approximately $1000 for repairs. I work in this industry and the repairs even at retail cost would not have exceeded $400. Enterprise is pursuing the additional amount for the damages and a $100 administration fee. The additional total that they want now is $562, keep in mind that she already paid $500.

Now, I do agree that they have every legal right to collect the money due to them even if I do not agree with the price. I believe and know that the cost is highly excessive for the damage, but again this does not mean that they do not have a right to collect it. The problem is that once again Enterprise is trying to cash in on their customers by acting in a fraudulent manner. Enterprise called my mother to inform her of the charges and demanded payment. She advised them that she would have to make payment arrangements. Apparently this was not acceptable to them because they decided to pursue my boss for the damages and have sent him demands for payment along with a breakdown of cost and pictures of the damage. HE IS NOT ON THE CONTRACT! His business refers or used to refer customers to them. Enterprise put his name in their system as being on the contract without his knowledge or consent.

Keep in mind she has had three different vehicles, all of which were in her name on the actual paper agreement, she signed for and paid for. He had nothing to do with the vehicles at all. Now they are threatening to send him collections or worse. To add insult to injury Enterprise tried to say that my mother told them that they could keep the charges on my card and that she told them to keep my boss on the contract. She never did any such thing! This is when her ability to understand was questioned due to English being her second language. She has been here since 1989, speaks very good English and has even worked for the government. Yes, she understands very well and never told Enterprise any such thing. Furthermore, even if she had (which she didn't) she has no authorization to do so and Enterprise still could not legally accept it from her. So what is really going here?

I am appalled by the unethical, unlawful and unscrupulous activity that is going on at this Enterprise location. It is even more discouraging that the Enterprise Corporate Office does not seem to care either. Unfortunately it is going to have to take a lawsuit to get them to listen and take action.

They gave me a Mazda 3, in grey. We were told that the car was ready for us or we could choose a BMW that needed to be cleaned. Since my fiancee had a dr's appointment, we had to take the Mazda 3. The inspection done by the agent was quick and not at all thorough. He showed us this over-used plastic ruler and apparatus and explained anything larger or outside of a certain amount of inches, or bigger than a golf-ball on the car was considered damage, and that we'd be responsible for anything done to the car if it wasn't already notated on the sheet he had.

We walked around the vehicle, he wasn't really looking at it and was more talking to us (naturally we were trying to follow along with what he was saying) and he pointed out only significant damage, of which a part of the Mazda 3's front passenger bumper was 'punched in' (plastic aesthetic piece that I can't explain the function of) and that it wouldn't be our responsibility because that damage was already there. We complete the inspection, I'm looking over the form, I note the places that he marked the damage down and OK'd on the rental.

I had the car for a grand total of 4, hours, in that time, visited 4 places and was paranoid about driving it around, or people even being close to it. I got the call my car could be picked up, I drove back to the rental place, dropped off the car, and took mine home... called after hours since the damned Enterprise rental was closed and left a message telling them "I've left the car here, please let me know when you pick it up."

I get a call from one of their reps the next day stating that my BLUE Mazda 3 was damaged. I call to find out what the hell they're talking about (because I had a GREY Mazda 3, not blue) and the one who answers the phone tries to make the excuse of "Oh, I see it says its grey on the contract, I'm colorblind, so I thought it was blue." Then goes on to tell me there was a crack in the bumper, in the SAME AREA the punched-in plastic is located... that it was near the underside of the bumper and I was responsible for that damage.

I was livid. I demanded to speak to the representative that gave us the damaged car and I told him flat out I was not paying for damage that had already been there. The area he wrote down ON THE CONTRACT was already notated as being damaged BEFORE we took the car off the lot, and they were not sticking me with something that was already there. He claimed he was going to investigate and see where the damage was because he was confused by what they said. I was at work and I told him what time I had available to talk, he said he'd call me today... he left a message on my phone today saying he wanted to 'work things out' because I 'believed I didn't damage the vehicle'. I don't just 'believe' it, I KNOW I didn't damage the vehicle, I had it for FOUR hours, and dropped it off the SAME DAY I got it, and there was significant damage to it before I even had it. WILL NOT do rentals with them again.

Called the roadside number back and spoke with another agent and explained the whole thing. After a while on the phone the agent gave me a reference number for the roadside assistance and indicated that a car will be sent to me and the defective car will be towed away. After 2 and a half hours I received a call from the AAA towing person that Enterprise had denied the request to send a call over and I need to contact Enterprise again!!

I called the Enterprise local office where I had rented the car and spoke with the agent and he asked for my phone number and he called me back indicating that a car will be sent to me within 3 hours. Waited for 3 and a half hours and I called the agent back and left a message and also texted him to find out what is the status of the car. I finally got a text back that if I have received a call back or not!!

After 7 hours I am now told that they are not able to find out the status of the roadside help and they are going to send a person to pick me up and it would probably take about 1 to one and a half hours. To be honest I think I have had one of the worst experiences in my life today dealing with the employees of the Enterprise rent a car and I will never again do any business with this company. The people at Enterprise are unprofessional, immature and dishonest.

He then gave me his speech about taking their insurance. After he finished, I declined because I have my own. He asked me why and I told him. This should have been the end of that conversation but no, he had to recite his speech again and again and for the third time, I declined the insurance. When he finally gave me the keys, he then stated "don't damage my car." If I had of known that Hertz was a block away, I would have canceled the rental at enterprise and went there instead, but I decided to let it go and left.

When I returned the vehicle, a female enterprise employee took the keys from me and went outside to check the car. When I tried to follow her, she put her hands up and said I didn't need to go with her so I stayed inside. After about 2 min, I looked outside and watch the female employee bend down towards the front of the car and was tugging at it. 4 min later she finally came back into the office, I asked her what she was doing, she stated that she noticed that the bumper looked unleveled so she pulled on it and it popped out.

She then told ** that the bumper was damaged. **, the female employee as well as myself all went outside and I watched ** popped the bumper back into place then went inside and told the manager, **, that he needed a second opinion. I informed ** that the damage to the bumper must be preexisting because I was not in a accident and the car was parked inside my garage. When I returned the car, the bumper was not in the condition it was in before ** popped it back into place. He then shouted, "Are you calling me a liar?" and went outside and did the same thing the female employee did, and popped the bumper out of place again.

He then went inside and called my insurance company and reported a fictitious claim. I've been renting cars from enterprise since 2001 and I have always received very good customer service. This is the 1st time I went to this location and it seems like the employees here just came out of the How to get over on customers who doesn't accept our insurance class. I’m not sure how many other customers has fallen victim to this scam but it won't happen to me again.

When I asked for an explanation as to why other Enterprise offices charged less and did not have all the additional fees, I was told that they are in a different region and policies change. They advertised pick up and return of cars, and $37.00/day fee + plus fuel. The final charge was $172.64 for one day. These charges are not described at time of rental. Their practices are deceptive and I will never rent from Enterprise again.

When I returned the car I was charged for things that I was not supposed to be, due to the agreement. I had called and spoke to one Assistant Manager who was not helpful. I called again the next day and spoke with Assistant Manager "JD" in the Stroudsburg, PA office and not only was he helpful, but he was apologetic for the mishap. I had received a credit on my account in 48 hours. If it were not for his help I would never rent with Enterprise again. I hope someone gives him the recognition he deserves.

I asked to speak to the regional manager Stephanie (who told me if I had any problem to contact her). The salesperson began yelling at me to stop threatening the staff with the manager's name. We argued for a while before I just told them forget it and hung up. I then called the 1-800 number to put in a complaint, before I noticed that they sent me back to the same store. I asked who do I put in a complaint to. The same sales rep again would not identify himself to me, stated I needed to speak with Stephanie in a mocking tone. By this time I was so mad and very late for work that I hung up and again called to make a complaint.

This time I pressed buttons until I got a rep on the phone to complain. I also work in sales and would not dream of speaking to a customer who has been renting from that location since 1996. My broker has trained us that NO MATTER what or how a customer speaks we must always handle it like a professional. I see Enterprise DOES NOT train their sales reps to do the same. I ultimately had to be very late for my appointment. I want something to be done about that branch because it is the worse, and I will be telling everyone who will listen of the treatment I received from that location. I also will not be using their services again.

So we drove that car 2 days and returned car where we rented. Mr. ** come out look for the car and first look under the body and told me there was a significant damage under back side of passenger door - that wasn't there before from the system. Then he said “Will do change of condition report and wouldn't close up the contract. Then we will not charge at this moment and you can go.” The damage was not fresh which already rusted. I took several pictures. I asked I need a receipt or any paper work, then he gave original contract. We left, went to home and visit the branch we changed car and talked the employee and showed pictures. He told us “Don't worry, you are on Enterprise Insurance,” which I declined and use my own insurance.

Next day, wife called the branch, talked to manager about Enterprise Insurance which we declined and he told that was significant damage will claim to my insurance. I called my insurance explained and uploaded all the pictures. Next day, I checked my credit card and shocked they charged $680.64 - original charge was $180.64 and they added $500 more for what? The Mr. ** and ** was conducting business unethical and ** was rude. I was working as engineer and traveled, rented a car several hundred times but never happened like this before.

When I got into Reno, NV, someone pulled out in front of me and I had to slam on the brakes and had complete brake failure on the driver side and I almost wrecked. The seat of the car I rented had horrid stains on ALL of them which looked like a baby had pooped in them. The driver seat was soaking wet and made me look like I peed my pants every time I got out to gas up. The car ran so bad I was afraid I would break down while in the desert. When I reported all of this to the personnel when I returned the car, it was obvious they could care less. I HAVE USED ENTERPRISE FOR YEARS. I WILL NEVER USE THEM AGAIN!!!

I had no choice but to get another rental car later on because after contacting my normal repair shop for another problem that had crept up with my vehicle which I did take in on a Saturday to avoid extra problems with Enterprise, I was without my vehicle the entire weekend through Monday. I had to call for a 1-day rental and the repair shop there managed to have my vehicle ready at the end of the day. Well Enterprise never bothered to pick up the vehicle from that Repair shop and I got a call a week later from that repair shop asking me when they would be by to pick up the vehicle. I called that repair shop and informed them that I had called Enterprise twice to confirm that they were going to pick it up and they said yes.

So then a third time that I had to get a rental from them not by choice, I had my car breakdown and needed to be able to get to work since our RTA system out here is watered down because they cut many bus routes to get to specific places in the city. They noticed that the car rental was not picked up and I said that someone from Enterprise informed me via the customer service phone that Enterprise can pick up the rental that they did not have enough representatives to come pick up the car within that day. So I let them know but they did not listen. I filed a complaint with them, they could not do anything etc. etc. until I mentioned Class Action Lawsuit and my friend who is an attorney. Then they decided to file a complaint.

A second issue to report: When I initially booked the rental through Orbitz, the quoted cost of my rental agreement- including taxes and fees, was $288.45. In addition to the basic rate and taxes, I took out optional collision damage coverage for the vehicle and the fuel service option. Based on information in my rental contract, I believe my total bill should therefore be 491.55. However, I was billed 538.21. I do not know why extra misc. fees were charged.

Surely with the technology available today, quotes provided online should be accurate- otherwise it simply constitutes false advertising by the advertising merchant. This is exactly what I believe Enterprise is practicing, in order to have customers believe that they offer rates that are significantly lower than competitors. I will not be using their services again in the future.

Anyways we dropped the car off today, walked through the parking lot, one of the employees was trying to park a rental truck & OH LORD it sounded like a piece of crap! Brakes sounded horrible & the engine was OMG! Hopefully they didn't rent that truck out or I'm really going to feel sorry for the next customer. They gave us $37.00 back for buying the coolant & apologize for bad first time experience with them. Not renting from Enterprise again! Safety comes first!

Finally was taken care of. Had to wait for receipt while rep was on phone. Had to ask her for it while she was still on phone. Then left. While entering my car, rep came outside to ask me if I was totally satisfied with service. I just got in my car and left. PS, the vehicle may need wheel balancing (it pulls to one side). Footnote: watched reps assisting potential insurance replacement customers, 3 of 3 left without cars.

On Monday Jan 19, 2015 I called up at their Brampton branch exactly at 8 am EST, and informed Mr. ** that I have lost my remote in the van I had rented. He may get it checked and get that collected. He told me he was extremely busy, even after 8 hours later. AFTER MAKING 17 PHONE CALLS, he refused to get it checked. Same in the evening when I drove to Brampton and met Mr. **, I could not find my remote. Mr. **, manager on duty, was very casual about it.

Just to put on record I am a high net worth customer for Enterprise wherein in past 2 years I had rented vehicles for 67 days. This is the kind of treatment I was meted. On Jan 20, 2015 when I contacted Simcoe branch manager Ms. **, she said Brampton location did this because we are in a different region. I need a thorough investigation into this episode.

I just made it 15 mins before they closed. The clerk was rushing me, and took the paper work from me and briefly told me about their insurance. (It's not that much). I decided okay. I get it not thinking that I will get hit with an extra cost of $713.00 in the end. When I found out about how much, I went up to Enterprise and had the clerk take it off. My car has been in the shop for a little over two weeks.

I finally took the car back to Enterprise and they did the walk around and I went inside to get my paper work and they charge my account $713.00 when I was supposed to have that car for nothing. I was so pissed off. I called my agent back and told him about Enterprise. I will never go back there ever again! They are scam artists. My advice to anyone out there, never go to Enterprise. It was my first and last time I will ever rent a car. P.S. Enterprise: Strongsville Ohio.

When I saw the charge on my credit card, I called and spoke to Kali, the manager. I told her that my daughter wasn't authorized to use my credit card and please reverse the charges to my credit card. She said that she would reverse all except the $6.99 per day collision, which is the only thing they should have been charging her in the first place. And she said WE WILL SEND IT STRAIGHT TO COLLECTIONS. My daughter only just returned the car 7 days ago.

I think Enterprise Rent A Car is DESPICABLE in their practices. Taking advantage of someone who isn't used to being taken advantage of. BAD BAD BAD!!!!! And they call themselves a "FAMILY BUSINESS".

On arriving home I received a email saying that we damaged the windscreen and they would be keeping our €750 deposit. My girlfriend rang the bank and we found out that not only had they kept the €750 but they also tried to take another €816. I haven't received any pictures of the damage to the car or any proof if what damage we are alleged to have caused. They are passing me around their system at present hoping that I will go away, but I am not putting up with it. I am going to get the Irish ombudsman involved as I feel the whole situation is a scam. I am also going to involve the fraud squad of the Garda.

When I returned the car, the manager at Enterprise went out to inspect the car and he found a dent on the hood of the car, the size of a cookie. I went out to see what he was talking about. I didn't see the dent when I got out of the car and walked around it. The manager told me that someone must have sat on the hood. It all was very devious. Someone's butt sitting on that hood, wouldn't have left a cookie size dent.

They kelp my 75.00 deposit and told me that they needed 500.00 before I left that day. I didn't have 500.00. After they filed a claim on it, it was appraised for close to 400.00 to fix. I didn't have a wreck in their car, nor did I see that very noticeable dent when I returned the car. I'm very disappointed and left with 1 question, is Enterprise car rental causing damage to their cars to make money?

Being still in doubt, called USAA, who told me - "absolutely not!" I should not be purchasing any additional insurances, as the rental is covered under their policy. Called back Enterprise. Asked them to take that "optional insurance" out of my bill. Was told I need to come in person to sign another paper. I could not, since I was working.

Couple days later their rep called me regarding a different issue. When I address the issue of the optional insurance, he said "no problem, I will take it out". So... no need to show up in person? No, My guess is they know about the issue of the optional insurance, yet they push it on you, in case you will not be persistent enough to "erase" it.

Another issue - my daughter's toy stroller was left in the car's trunk upon returning it. I realized it the very next day. It was Thursday, January 15. Talked to ** (I think). She said that my vehicle was already rented out to someone else, but she will contact this person and ask him about the stroller. In about an hour she called me back with good news, saying that the stroller was found and the person will bring it to the office either tonight or on Friday. She promised to call me back again. No call.

Today, on January 19, I called them again. Nobody seemed to know what happened to the stroller. I decided to swing by the office. The guy called the man who rented a car after me and they guy told him that he knows nothing of a stroller, and there was no stroller in a trunk. ** who was present at the office, told me, into my face, changing the story, that she told me that the guy was "not sure if there is a stroller, and he would check on it when he returns the car." What???? Long story short - they lost my daughter's toy that was a gift from her grandmother. They also lied to me!!! How rude and unprofessional. The story is also shady considering that every car after being returned is being washed and vacuumed by the Enterprise staff. God forbid you leave something valuable in a car! Will never rent from this people again!!!

My insurance notified me that my contract would run out on 11/12/14 when they declared my old car a total loss. Rather than continue to pay for the rental myself, I decided to purchase my new car ahead of that time. On 11/10/14, I bought my car. While at the dealership, my sales person told me I could leave the car with them, as they were an Enterprise drop off site. I wasn't sure, so I called my Enterprise branch to confirm. The young lady I spoke with (I didn't get her name) said that would be fine. I left my keys at the dealership along with the rental, not thinking twice about it.

I didn't hear anything until 12/23/14, when the manager of my local Enterprise called me and asked where the car was and how we could get my contract renewed. (I get a lot of calls from numbers I don't recognize, and I don't usually return them if I have missed the call and if there is no message). I told him I didn't have the car, and that I had dropped it off at the car dealership. I gave him the info and he said he'd get back to me. I heard nothing so a week later I called back. The young lady I spoke with said they were still investigating to see when the car had been dropped off. I gave her the name of the dealership as well as the name of my sales person and his manager.

I heard nothing until on 1/14/15, my insurance company sent me a message stating they had paid $437.96 to Enterprise. I immediately messaged back to ask when did Enterprise say I dropped off the car? The response was that I would need to clear this up with the local branch of Enterprise because "They advised us that they were never informed the car was dropped off and they tried to reach you several times before finally reaching you in December." (Again, it is possible they tried to call me and I missed it. I have gotten a new phone since then and cannot verify this.) On 1/15 I tried to call Enterprise after work but they were already closed. I called on 1/16 and spoke to a young man who said he didn't know the situation but would look into it and call me back. He did not.

I also called the car dealership on 1/16 and spoke to my sales person. He remembered calling Enterprise on 11/11 to remind them the car was still there, and whomever he spoke to said "yeah, we know about it" and hung up. He placed the keys in the locked box at the dealership. He didn't know how long the Camry was there but it was at least a few days after that. He said he even saw an Enterprise worker the next day to pick up another car and told him about the Camry; he states the Enterprise worker said that wasn't his car to pick up. He said no one from Enterprise had called him to discuss this situation, but that if they did he could give them these details.

On 1/19, I called the local Enterprise again. The person whom I spoke to was not aware of the situation, so I gave the whole story again. He then said he would pass it along to his "business advisor" who would determine who should be liable--me or the dealership. I let him know that I did not think either of us should be liable for these charges, as we both remembered notifying appropriately. I gave him the name of the sales person at the dealership as well as notified him that the keys had been in a locked box, of which hopefully there was a record.

On 1/20 I called the main Enterprise number and filed a complaint. The young lady whom I spoke to was very nice but did not give me a reference number, stating that the details would be immediately forwarded to the regional office. This makes me nervous, as I feel I have called too many times with too little accountability. I let her know that along with the details of when the car was dropped off, that I had records of my cell phone call to Enterprise on 11/10 (3 minute outgoing call). I also let her know about the expired inspection tag on the rental as a marker of a) the lack of thorough checks on cars going out for rental and b) added incentive for me to get rid of that car as quickly as possible--the entire time I drove it I was worried I'd get pulled over and have to explain what was going on. I initially chalked this up to bad internal communication. Now after reading some of the other comments here, I am more worried about this being a system-wide issue to increase revenue from insurance deductibles. I guess I would rather be wrong and have this all just be due to bureaucratic incompetence?

Original Review: Jan. 19, 2015

Where to begin? My car was hit while parked in public parking garage so I had to get a rental car while it was being repaired. I used Enterprise as they work closely with my Insurance company, USAA. Upon returning my rental on 8 Oct. 2014, the manager took the keys and proceeded to go outside to inspect the car. When she came back inside she stated that she would need to file an accident report. I was completely surprised by this and stated that I had not been in an accident and asked her what she was talking about.

I immediately went outside with her to see what she was referring to. She pointed to a small plastic headlight cover and stated that it was "scratched". I bent down to look closer and told her it was dirt and wiped it off with my finger. She then pointed to a small plastic prong, pushed the cover back and said, well this is also broken. Keep in mind there was no damage to the bumper at all as well as no scratches or scrapes. Upon looking closer you could see the plastic prong was cracked. I told her that it was clear that I wasn't in an accident and didn't feel as though I should have to pay for a car that is cheaply made. That it was clear that the car was not in an accident.

She agreed with me at that point, but stated it was policy and that she still had to fill out the claim paperwork. She also stated that she is required to collect my $500 deductible on the spot, but stated she agreed that it was probably a manufacturer defect with the car since there were no signs of impact, no scratches or dents. She also stated that she thought the damage would be less that $50. She stated if there was a problem, someone from damage recovery would be contacting me within a few days.

I left and hear nothing from them until 8 Dec. 2014...2 months later. It was a voicemail from an "unknown" number. The person left a message and her number. Immediately called her back with no answer. This was the start of the phone tags. When I was finally able to speak to the person she explained to me she was from damage recovery and that I owed $483 for the damage. I was blown away. I immediately told her that I was going to dispute this. She stated that was fine and that she would forward the claim to the dispute center and that they would be contacting me in a couple of days. To date...I have yet to hear from anyone in the dispute center.

I immediately called USAA and opened a claim as well. The agent assisting me also attempted numerous times to reach out the individual that contacted me as she was assigned to my claim. He played phone tag as well and let me know he was having a very hard time getting a hold of her as well but had left numerous messages for her letting her know of my plans to dispute and requested a call back. In the meantime, I can't even believe this is happening, considering what the manager had told me. She didn't even have me sign the accident report she filled out. She simply gave me a copy.

Finally, I receive a letter in the mail on Friday, 16 Jan, 2015 (see attached). It basically states I have 10 days to remit payment or it will go to collections. Keep in mind the invoice attached doesn't even give a descriptions of the repairs/estimate, etc. - it simply states "damages". I forwarded this letter to USAA as well. At this point I was also informed that all the fees listed on the invoice should be waived as USAA has a contract with Enterprise that covers this. I was advised not to make any payment until USAA had a chance to contact Enterprise to request an accurate invoice.