Enterprise Rent-A-Car Reviews

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.

During all of this, something told me to do some research as I had a feeling this seemed like some kind of scam. I was blown away at the amount of complaints that are out there that are very similar to my situation. Many...much worse than mine. I was also surprised to read that it is a red flag that many of the amounts owed come back very close to the $500 deductible, mine was $555.06. This morning I was able to speak to my Insurance agent who transferred me to Enterprise so that I could speak to someone. I explained the entire situation to her. She stated that as long as we were in contact with the individual that is assigned the claim, I should have never received the letter. She also explained that I should have received an itemized invoice of the repairs as well as pictures. She also offered to e-mail them to me. This lady was very pleasant...not at all like the person assigned to work the claim. She also confirmed that all the fees should be waived as well. She also confirmed that the letter I received in the mail was the only one that was mailed out and stated that the documents were uploaded to the HUB at USAA on 16 Jan., 2014.

After getting off the phone I did receive the documents which were itemized but they were sent from the original lady that was assigned the claim to begin with. I immediately called to speak with my Insurance agent, he stated that they had not yet received the documents but got the ones I forwarded that were sent to me this morning. He advised me to hold off paying the amount until they have a chance to review the documents and that he would get back with me.

This entire situation is frustrating to say the least. What I can say is that I will NEVER use Enterprise, Alamo, or National again...so them stating that in the letter is a joke! Who would want to use their company after this? I am a 24 year Veteran and still work for the federal government and know LOTS of people. I will make sure that everyone I know is aware of what happened to me and how Enterprise operates and runs their business. Clearly from all of the complaints I have found on the internet, I am not alone.

He then called back about 5 minutes later and said everyone looked and couldn't find it. I asked them to check again because it was 100% in there. They said that (within that 7-10 min since I left) the car had been taken back, process and cleaned. The work laptop was not found. I had them check another time. They came up with "nothing." I am 100% sure the laptop was in there in the back seat. While it was my fault initially, they should have turned it in. I ended up filing a police report and plan to take it further.

My hopes are that there were cameras somewhere. We got the name of the person that was cleaning the car, the front desk guy, and the manager's name to put on the police report. We called back today and asked if there were any cameras in the back. The answer was no. I fully do not trust the answers I was given during this ordeal. That laptop was taken out of my car and not returned to me.

It is very unlikely, in my opinion, that a car can be cleaned, checked, and processed within the 10 minutes I was away from the car. When I returned with the cop, the car had been moved and parked differently. I am highly ticked off and will not be doing anymore business with this company. There are already too many untrustworthy people in this world, you would think some people would have even a little bit more of a conscious. I have lost all documents from my laptop. It was backed up fully on a thumb drive which happened to be in my laptop bag that was stolen as well. I strongly discourage using this location if you can avoid it! Extremely upset.

I got back early from my trip and did return the vehicle Sunday night. I just called the East Syracuse office to verify what was charged to my debit card. The gentlemen answering the phone said I was charged $78.76. I told him the salesman that waited on me said it would only be $52.00 and he said "all of our salesmen are trained the same". No matter what I said to him he would reply "all of our salesmen are trained the same". I asked him what that had to do with anything, his salesman stated it would be $52.00 if I returned it Sunday night and that price should be honored. He told me to look at the bottom of the contract where $78.76 was printed on the form. I then told him to look in the right hand column, where $23.03/day was printed on the form. He said "well you either get the weekend special rate or the daily rate. I again said that his salesman told me what the price was when I asked, so obviously he was charging me the daily rate. He told me not to raise my voice and hung up on me!!!

I tried to call customer service, but it routes the call to the East Syracuse office which is not where I want to go again. And I tried customer service on the Enterprise website, but it will not let me go any further until I fill in the office where I rented the vehicle - - - which again, I am assuming that is where my complaint will go, and I want someone above that office.

On Friday January 2, 2015 we receive a call from Tracy at MC&C. She said the part was not in and our car should be ready by Friday January 9, 2015. So we decide to go and trade the small SUV in for a full-size car because we didn't want to pay the difference again. We call Enterprise and they say they should have a full-size car in by 3:30 or 4. We arrive at Enterprise and once again, they do not have a full-size car. They give us a standard car (Buick Verano). After getting in this car, we see this car is far smaller than what we need. We go home. (Looks like Enterprise is getting money from insurance companies… and not satisfying the customer.)

Saturday afternoon, I call Enterprise to find out that they close at 12 noon. So Monday January 5, 2015, I call Enterprise again to ask for a full-size car. I speak to a girl, and she informs me that they should have what we need and to come in around 3:30 or 4. I even insist on going to another Enterprise in Montgomery, but she says no, we should have a full-size by that time she gave me. After I get off work I call my adjuster to see if I should have paid for the upgrade or not. He says that they do pay for upgrades but they will reimburse me the difference. (I guess if I had known to call the adjuster before, I would have known they will pay if Enterprise didn’t have what we needed, but I have never been through this before so how the HECK should I know that.)

When my husband and I arrive at Enterprise, I ask Adrian “Why you didn't tell us the insurance company will pay for upgrades,” and he stated “We are not allowed to tell you that information.” (You couldn't even tell me to give him a call)… REALLY!! I was already frustrated when I arrived. I was furious at that point. I think someone needs to teach a class to the Enterprise employees on good customer service.

FYI… I WORK FOR AN INSURANCE COMPANY AND I KNOW GOOD CUSTOMER SERVICE!!!! So I ask Adrian, “Well can you call another Enterprise store to see if they have a full-size car,” and he does and then tells me I would have to drive over to Montgomery to get it myself. “Are you serious? I don't have gas money to be going back and forward picking up cars for your company. I have to refuel these cars myself… Remember? I did not go to Montgomery to pick up that car.”

On January 9th, after finding out my car is still not fixed, my husband calls Enterprise AGAIN to see if they have any full size cars because we can accommodate 3 children in a Buick Verano another day. He speaks with James and this is after 5PM. James says he has some cars including a Silverado truck. My husband says “I am on the way.” When we get there around 5:30, James tells us the truck has been reserved. My husband and I are FURIOUS again. I then go into a rage over the customer service we have been receiving from them. And we leave the store. I get my sister to call and reserve a car around 5:55pm, right before they close and they insure her that they will have a full size car Saturday morning for her at 10:30.

After we get up there Saturday morning, once again they do not have what we need and the Silverado truck is still on the lot. I ask James why the Silverado truck is still on the lot and he says someone came in Friday at 4:45 and paid for the truck and got the keys… But James did not tell us that on Friday. He was obviously LYING. James said that we are unable to please and we have a luxury car so why are we still complaining. I did not want LUXURY. I wanted space.

After going back and forth with him because he and I was highly aggravated he refused to give us any car and threatened to take the car we had and close out the account. So we left in the Buick Verano. The Silverado was still on the lot the whole weekend because I rode by and checked. On Monday after speaking with Adrian, he says sometimes corporate can pay for vehicles and won't pick them up until days later… And that is why the truck has not been moved… I think it’s a bunch of crap and lies!!!! We traded out the Buick Verano and got a Nissan Rogue. After everything is done… I WILL NEVER DEAL with Prattville Enterprise again and will tell any and every one my story.

I ran across the street and came back to the office at exactly 3:06pm and I walked into the office and asked the lady if I could secure the rental car. She told me that the office was closed and she could not help me. I informed her that I had no means of transportation and I was stranded as well as my cell phone was completely dead. I asked her if the driver which had picked me up could drive me back and she told me "We are not in the business of shuttle people around for personal business". I was shocked. I begged her to please either rent me a car or have a driver take me back home, she literally closed the office doors in front of me, walked to her car and drove away, leaving me standing there. I did not have a cell phone or means of any type of communication or funds for phone or taxi.

I was literally forced to walk 4.5 miles home in a 16 degree cold weather and finally arrived home at around 6pm that night. I have never been so disrespected or discriminated against in my entire life. I am a disabled veteran and had to walk 4.5 miles in freezing weather, I find this completely wrong. I cannot believe that human being like this are allowed to work in the customer service field. I called Enterprise Rental twice on two different days and it has now been one full week and no one has contacted me about this issue. I wish that Enterprise Rental would call me about this issue.

Original Review: Jan. 9, 2015

Generally, I have been treated well at Enterprise Auto Rental. Until October 2014 I'd had very few negative experiences with them. In October of 2014 I rented a vehicle in Santa Cruz, Ca. When I arrived at the rental office they didn't have a vehicle available. After about a half hour they determined they had a vehicle in Watsonville available. Two or three employees shuttled me to Watsonville in a van. When I picked up the vehicle the employee who did the walk thru (not a regular employee at that site) gave me the form to initial that no damage was apparent and apologized that the vehicle had not been washed prior to my taking it.

When I returned the vehicle to Santa Cruz the attendant noticed an "abrasion" on a piece of plastic on the rear bumper. This was like a piece added on that would protect the bumper. She noted that it would need to be buffed out. I was a bit surprised. I didn't think that I had anything to do with the mark being there. I explained that when I took the vehicle I was late for my appointment due to being bused to Watsonville and that the vehicle had not been washed (possibly due to water shortage in Ca.?) I should have inspected the vehicle more thoroughly.

At the time I checked out an additional $100 was added to my rental fee to cover my insurance deductible. In November I received a notice of claim for an additional $273.70 for damage to the bumper. Then in December I received another bill, same claim number, but this is now for $2,020.80. I thought possibly they ran a bunch of statements and the amount belonged to someone else. When I called Cynthia the claims person she stated "additional damages were found." When I stated that I had the original bill w/ a copy of the repairs coming to the total on the 1st invoice of $273.70 she stated "that one was wrong & the higher one was right." The whole thing seems a bit fishy to me.

Original Review: Jan. 9, 2015

I have rented many times with Enterprise and have had no problems before. On 12/22/14, I rented a car from Enterprise in central Louisiana. An employee walked around the car with me with the rental agreement in his hand and checked the 'NO DAMAGE' box. I pointed out some scratches on the trunk and staining on the seats inside. The employee told me that those are too minor to note on the agreement. I have been told this multiple times by Enterprise employees previously, as well as, that they don't count anything smaller than the size of a quarter. I trusted him and initialed the rental agreement.

I drove the car from Louisiana to southwest Missouri where the car was parked until my husband and I brought the car back on 12/30/14. Actually, we dropped the car off at the Enterprise location in Alexandria after hours on 12/29/14 and left the keys in their drop box. We did this because we were not able to be there at 7:30 am on 12/30/14 to get the car there on time.

On 12/30/14, a representative from Enterprise named Ashley called me to follow up. She confirmed that I had the car for eight days, and I responded with a 'yes'. She asked if I took Enterprise's optional damage coverage, and I responded with a 'no'. She then asked me if we encountered any bad weather on the trip. I told her that there was a small amount of sleet and freezing rain but that it wasn't bad. She told me that she forgot to make a copy of my insurance card at the beginning of the rental, and I agreed that no one had asked to see my insurance card. She asked for the name of my insurance company, my policy number, and how much my deductible was. I gave her the information she asked for. That was all the conversation consisted of.

On 01/08/15 I decided to look at my credit card account online as I occasionally do to make sure everything looked okay. The last charge from Enterprise was $696.35 on 12/30/14. I was expecting it to be around $200 for the rental. I proceeded to call the Enterprise office and ask what the extra $500 was for. A representative explained to me that the $500 was a deductible for repairs due to hail damage sustained to the car's roof while in my possession and that a claim for the damages would be filed with my car insurance. I explained that we encountered no hail while the car was in my possession and that we returned the car in the same condition as when we rented it. He told me that I signed the rental agreement stating that there was no damage to the vehicle when I rented it and that there was a change to the condition of the vehicle while I had it. Therefore, I was responsible for the damage regardless of whether I encountered a hail storm or not. I also asked him why I was not informed of the damage nor the $500 charge to my credit card; why I had to find out for myself. He stated that he didn't know anything about it except what was in the notes on my account. I told him I was consulting my husband.

We drove to the Enterprise location to try to get this straightened out but the representative said it is out of his hands and that I am responsible. He did tell us we could go look at the car where it was being repaired. It was at a paintless dent repair shop, and it had already been repaired. There were 31 circles drawn on the roof of the car where the alleged dents had been. None of the scratches that I noted before had been repaired, and the seats were still stained. The repair man told us that the dents were very hard to see and that he had to look at the roof in special light to see them. He told us that the dents were definitely caused by hail and that it had to be from golf ball sized hail.

A man was there from the auto shop that this Enterprise usually uses to work on their cars. He had a receipt in his hand from this paintless dent repair shop for the work done on this car that was for $300. My husband asked if there were any pictures of the alleged damage before it had been fixed. This man told us to follow him to his shop where we could view the pictures he had taken. He showed us the pictures on a computer. There was a picture of the roof without any special light. There were no dents visible. Another picture was of the roof with the special light he had shining on the roof. This light has lines that make a shadow. You can see the shadow lines bend and that is where the tiny dent is. In other words, these dents are not visible to the naked eye and they require a tool used by car repair specialists to be seen.

The man told us his final bill to Enterprise would be approximately $500. My husband asked for a copy of those pictures since we did not get a chance to take any for ourselves before the car was sent for repair. He said that he could not provide the pictures to us and that we would have to get them from Enterprise. The man told us that he was not even supposed to be showing us the pictures or talking to us about the car. We called the Enterprise office and asked that a copy of the pictures be sent to us. Ashley told us that they didn't have to send them to us, but that they would send them to my insurance company and we could get a copy from them.

I called my credit card company to tell them about the extra $500 charge to my credit card that I did not authorize. I told him what was going on with the car rental company. He told me that they billed me incorrectly by putting the charge for the rental ($196) together with the deductible charge ($500). He said they are not supposed to do that. He suspected fraud and is opening a case.

We were shocked at his carelessness! So we drove it yesterday 55 miles to his office. Took me over 3 hours with wife behind me with hazard lights on. He charged us full price and I didn't say anything else to him and paid and departed. He also took our receipt and we never got a copy.

The rental days went without any incident. I went to return the car and turn in the keys and the manager went out to look over the vehicle. When he came back in, he said he located a dent in the roof at the driver side passenger door area. Both my colleague and I went out to look at the roof. Even when Mr. ** put a highlighter around the area, we could see no dent. He insisted the dent (about 6" in diameter) was there and it was only because he was trained to see these "dents". He said to the untrained eye, we could probably not see the dent. He said I would be liable for the damage to the roof of the Tahoe. I immediately asked to dispute the claim.

A few months later, I heard back from Mr. ** saying the dispute claim found I was still liable for the damages. I received a bill in the mail for over $4000 from Enterprise stating the whole roof was damaged by hail. They wanted me to remit the amount or turn over to my insurance. I called the dispute claim center and they acted like they had never heard of me and opened up a dispute claim for me. It took several weeks to hear back. However, they only took information from Mr. ** again and said I still owed the damages. I am unsatisfied with this service and false claim and would like help in getting it resolved.

Then the manager came and said there is nothing he can do. But I said what about the card on my profile and there is no way for me to get my credit card because I have already misplaced it. The manager name was Rob ** told me I can call my bank if I want the fund to be released but I told him that bank will never release the fund till after some days and I don't mind them charging my credit card and still holding the fund on my debit card because I will need the fund to book another rental if he is not going with all the options I gave him. And I need to leave town the next day morning.

Later he said he wanted to make a call and he went inside for like 5mins then he came back and said he tried to call but he can't rent me the car neither can he return the funds back into my account same day but he said he will give me his boss card (Chris **) for me to call on Monday. Then I said if i can't receive help today there is no point for me contacting his (Rob's) boss. I asked him if he can call his boss (Chris) now for me to talk with him but he said no. Then he said I have to leave now because I am disrupting their business. I asked him if I was yelling at him. Rob said No. Then I asked is if because we are having civil conversation is disruption and he said yes, that he is going to call the security. Then I told him that is an insult on my integrity. Then he rephrased his words by saying can I please leave now, that I am disrupting. It is very funny because neither did I raise my voice higher than him nor did I show I was upset. I asked him the definition of disrupting and he could not come up with one.

This person should never have been made a manager at all because he lacks good customer relation. Managers try to bend to see what they can do to make a customer happy and at least the customer should know he tried his best not standing your ground and always saying you are sorry but continue to insulting the customer.

I had the truck for 4 days while my car was being repaired. As told by Enterprise, I returned it to the dealership body shop, dropped the keys off with the receptionist and drove away with my car. Days later, I received a voice message that Enterprise was claiming I damaged their truck and that I was responsible for the repairs. I had a feeling that it wasn't the first time they had done this to a customer, so I researched them online and am now realizing, that this is something that they do to their customers on a regular basis. I am a stay home mom, I drove the truck to my home, picked my son up from school and drove to the grocery store, I did NOT damage their truck! I have since notified my insurance company and they are doing an investigation. I will not rest until Enterprise is put on notice and cannot understand how they are still in business.

Yesterday I called that Enterprise location and spoke with that same ** (LNU) who said that ** was unavailable, but that he would take a message down for me and call me back. Well, needless to say, ** never called me back. So today I called again and, once again, ** answered the phone and put me on hold for about 7 minutes while he went to go see if ** was available; however, right before it reached 7 minutes, ** disconnected the call. Immediately I called back and this time ** answered. I asked ** what he had found out from their accounting department and ** told me that they could only account for $200 and that, "per their system", I still owed $177.10. I told ** that I had provided him with December's bank statement showing all of the debits and showing Enterprise Rent-A-Car as the creditor and would gladly do a three-way call with Chase bank to confirm that they were paid and, in fact, overpaid. **, however, replied stating that there's no refund that they could provide giving that "I still owed them."

I have never experienced such incompetency in my life and am so frustrated at this point. Needless to say, I have had to resort to filing consumer complaints both with the CFPB and the Ohio Attorney General just so that Enterprise can do what is right: apply the funds that I have paid them to my balance and refund me the $190. Might I add that I spoke with a young lady that worked at Enterprise corporate who said that "unfortunately, [she] could not do anything to assist" but that she would "send an e-mail" to have a manager call me back, which NEVER happened....not much to my surprise at all!

Original Review: Dec. 30, 2014

On Dec 27th we traveled from Harrisburg, PA to Saint Petersburg, FL. I had made a car reservation with Enterprise back in July. I had confirmed the reservation on Dec. 26th. When we arrived at St. Petersburg we were told there was a computer glitch and no cars were available. I was also told they would call me on Dec 28th with a time that I could get my car. Well it is Dec 30 and I am still waiting. I even emailed Richard **, the head guy taking care of the situation. So maybe it was a mistake with the computer glitch but now what about the call back? I have cars rented at Enterprise for two later trips but when we return to PA I will be forced to look at other companies.

When I called Enterprise, they wanted me to return to a store farther away. On my way back to the original store, I stopped at an inspection station and was told the drivers side front tire would not pass their inspection. When I finally got a new car, they upgraded me to a full size, but did not walk around the car with me. It's snowing heavily. It was a four-door Chevy Malibu with the molding between the two drivers side doors bent out. As I was more concerned with the tires, I didn't notice the trim. The tires on this car were also poor, and even following the snowplow truck was hazardous. Trying to exit the car was difficult, as the trim piece would get hung up and make it stick. The first time I got off the car, to leave at a neighbor's house as it could not make it up the road, I had to exit out of the passenger side.

When I returned the car, they could not believe that there was no "walk around." The employee who got me the Malibu first lied, but when I pressed him, he admitted he did not do it. The manager accused me of damaging the car (for the Malibu, I had paid the extra for full coverage), and went to the extreme of reviewing the video footage before admitting, but not apologizing, that there was no "walk around." Two cars that had no business being on Maine roads in the winter.

When you call the HQs they mention that the call will be recorded for green belt training purposes. Well if you want root cause analysis, my recommendation is to actually use Six Sigma and implement the right processes. My recommendations have fallen on deaf ears and the corporation is not built on customer satisfaction as customers are clearly not satisfied. Sorry Enterprise, you've lost my business. Now all I am hoping to do is spare others the expense, but even more, the headache.

To my amazement, he started hurling accusations and stated that he was going to have one of his people drive me home right away. And that I was never to use that rental location again. I'm a 68-year-old grandmother of 5, well-educated and well-traveled. Both of my children graduated from Harvard and both have very successful careers. This behavior was so shocking to me that I was absolutely speechless until I realized it had become my job to calm him down and help him refocus on our mutual goal which was to rent me a car so I could get on my way, rather than indulge his sudden desire to punish me for what he perceived as my "bad behavior." I knew that if I didn't immediately grovel for his mercy, I had no hope of visiting family for Christmas. He appeared to be very pleased by this.

It was a truly appalling experience unlike any I had ever had. It didn't help that this man was very large with greasy hair, bad teeth, and menacing sneer. Has Enterprise been taken over by the Mafia? He looks like someone you'd expect to find in a maximum security prison. Not that I've ever been to one. Other customers were staring wide-eyed and indicated that they agreed that this was extraordinarily bad behavior on his part. They gave me a thumbs-up. One lady patted me on the shoulder in sympathy.

To make a long story short, there were many other incidents indicating an incredible lack of professionalism and training on the part of the staff, but the outcome was that I was so shocked and traumatized that I was unable to go anywhere at all and ended up staying home alone on Christmas. At this point, the rental became nothing more than a driveway ornament.

When I returned the car, they refused to give me a receipt for the $304 they charged to my credit card (total cost of rental: $91). They claimed it had been just a "reserve" of funds but when I went to the bank to inquire, the banker confirmed that the $304 had been charged and deducted from my account. When I immediately called the rental office, they couldn't explain why and the person said he was confused and that I would have to wait until Monday to talk to accounting. Today is Saturday. Last but least, of course there was the gas scam. Enterprise has always run the gas scam, so because I already know what to expect, I always ask that my car's tank be full when I pick it up. This time I had opportunity to confirm this 3 times. After all this unnecessary drama, I got in the car only to find that the tank was about 1/4 to 1/3 full, so not only would I be required to fill up before I left but I would have the added responsibility to somehow predict what my gas usage would be or resign myself to stopping several times to add a small amount of gas.

At this point, I was unwilling to give them even one tablespoon of free gas! Last but not least, in addition to the other offenses not mentioned here, this incident was so traumatic for me that it triggered a relapse of an auto-immune condition that I've been fighting for over 10 months. I am still sick.

Updated on 12/29/2014

Unbelievably, after filing my original complaint, the Area Manager of Enterprise, Brett ** called. In the most aggressive and angry manner possible he continued the onslaught lodged against me. I was so shocked when he interrupted my description of how the manager John, had behaved so badly that I had to stay home for Christmas and told me that he had had conversations with the other 2 employees in the branch all of whom had confirmed that I had behaved badly. They further said that John the manager had handled it with the utmost of professionalism. Clearly they're also afraid of John and need their jobs, so that makes perfect sense and convinces me that none of them have had any customer service training, including Brett, the area manager.

I'm still trying to track down the $302 taken from my bank account. I trained customer service for many years and nowhere in that training does it suggest that threats and intimidation will be successful. I am further amused that in his continued and energetic effort to make sure I was thoroughly punished, he said that I was being put on a list of people who could "never rent a car from Enterprise again". Since John, the manager had already made this threat, I wasn't really surprised. I guess they all feel safe in this kind of bullying, since it's the only rental agency in town. This threat, however, was not only insulting but fell on deaf ears, since I've been a good customer of Enterprise, but at this point, would rather WALK to Salt Lake City before using Enterprise again.

I will never go back to this company even if they gave me a full refund and fired Eddie **. Enterprise obviously does not care about their customers, the fact that they hire people like this in the first place is all the evidence I need. Don't be fooled by advertised specials and apparent low prices. Look at what kind of service you get. People like Eddie ** have no respect for the customers that pay their groceries. It only proves that Enterprise has no respect either. Some people say that it only takes one bad apple to spoil the batch and this is true. Who's choosing the apples? I will not go back.

I drove the Ford Focus from the Enterprise office to my house on 12/12/14, which is approximately 4 miles from the Enterprise office on Richmond Rd. I parked the Ford Focus in my garage and went to drive it the following day on a Saturday afternoon and it had a flat tire. I called the Enterprise office and got a recording that the office closed at 1:00pm. I called the 800 number for Enterprise and I was told they could send someone to change the tire and they would charge my credit card $49 for this service.

I was very upset. My first car wouldn't start, and the 2nd car reeked of cigarette smoke and I got a flat tire after I drove it a total of 4 miles and parked it in my garage over night. Then when I turned the car back in to Enterprise I paid my bill and got the receipt. I called State Farm Ins Co. and asked how to get reimbursed for the rental charges and the representative said Enterprise should have charged State Farm and not me directly. I am very disappointed with the whole process.

There are all kinds of rent a car places out there. Yes they may be more but they are nicer then this company and when they tell you they are only charging you one price that is what they do. Not like this company who said it will cost you this much and then when you return the car they charge you more. Stay away, trust me on this. Sad company who I hope lose customers and have to close their doors. Sad, truly sad.

When I scheduled my appointment, I was told to call an hour before my appointment to make sure someone is coming to get me - to me that seemed like a reminder which I should not HAVE to do, in my opinion. They should know their own pick-up schedule. Lastly, My pick-up time was for 8 and no one arrived to get me until 8:20 a.m! The young man who picked me up was very courteous and quick with my rental setup from that point on, but everything leading up to it was so disappointing and disorganized. I don't feel like any accountability was taken.

Personally I'm beginning to believe, the insurance thing is really a bait and switch sale, no one suggested that because my car was recalled. My own insurance might cover the rental insurance and until I saw the charge on my credit card I didn't realize that they were charging $40 a day, which is extremely high and as was explained I have 5 vehicles, 3 cars, one highly insured and 2 motorcycles and my insurance coverage for all those vehicles totals around $12 per day.

Please advise me who to contact at Enterprise corporation with this complaint. They do not appear to have a way to complain directly to the corporation and I got nowhere with the Springfield Pa manager who said they called and explained this (they did not) and left a message which they did not. I cannot easily but I can absorb this bill but as a former military wife, I can see where something like this can easily become a major financial problem and I think that someone needs to look at what exactly they are selling for the kind of money they are charging. Thank you for any help you can offer.

When we finally got our car it was an older, run down Ford economy car with stains and dirt throughout the interior, including loose crumbs, hair and dirt in and around the cup holders and console. We had reserved and paid the midsized sedan price ($48.00/day) to have a car that would be ok for my husband’s bad back. This was low to the ground and had poor seats that were very hard for him to get in and out of. Upon turning it on the dash warning lights came on stating "oil change due". Overall a very poor experience with Enterprise, one that will cause me to look for another local car rental business in case of future needs.

Literally, without a clue, I attempted to call my wife and as the phone dialed, I was reminded and truly thankful she and my 8 year old daughter were not in the car. I waited for my heart to go down to an acceptable pace, took a few deep breaths, and figured, "Well, if I can still see out the windshield and there is nothing wrong with the car..... Then... Why Not?" I folded up the bags up over the sun visors, started up the car and signaled back on to the freeway. I drove about 40 miles, with shaking hands and with two side airbags fully deployed straight to the Enterprise Car Lot. After seeing them every month for the last three years, I have become very familiar with the staff and I was actually looking forward to seeing their expressions as I pulled up.

I got a few double takes as I pulled into the CAR RETURN lane. I kicked myself out of the car and agents began to gather. We all agreed we had never seen anything like this before and the way the airbags had deployed, as well as the location of the deployment itself (just the driver and passenger side, not the side seat bags or steering wheel or front passenger bags) we came to the obvious conclusion that something had definitely gone awry.

They were all dumbfounded, looking over and under the car for some indication of impact, to no avail. None the wiser, bewildered but happy to be all in one piece, I reluctantly drove home with a new car. About three weeks later, I received an odd phone call with a unique mix of kindness and reprimand from the Enterprise claims department, stating that they were looking into the matter and if it was found to be my fault, I would suffer the consequences and with the recording light on, would I please state that I have not received any injuries. “Thank you. Goodbye.” Click.

6 months later, another call from the claims department, the same very stern and bully-ish woman barked rapidly, uninterested in a response, and said that the investigation was fruitless and since they had not found any reason or incident that may have caused the malfunction, it had to be my fault and may we have your insurance information now. “That will be 6500 dollars, Thank you.” Click.

I later received a hodge podge collection of documents from the Claims Department, along with the dealership’s "investigation" print outs and worksheet, and two xerox copies of two pictures of the side of the driver seat and a mangled and disassembled center divider piece. The fact that after a thorough 6 month investigation there were no pictures of the airbags and the center divider was fully intact when I returned the car bothered me but it didn't bother me enough to look past the bottom of the dealership worksheet. Cause of Deployment: UNKNOWN and the Area of Impact: NONE.

I called back the claims department to try and find some of that magic that I have with my local Enterprise Office. I mean after all, I had been renting there for three years and had given them 18 thousand dollars in magical business and with the recent onslaught of faulty airbag claims and national recall, surely my new friend at the Claims department would at least consider that this was a factory default situation. Needless to say, there was no Abra and most certainly no Cadabra upon my third encounter with the same ridiculously rude claims agent. In fact... and I'm quoting, "We don't care how long you have been a customer, give me your insurance information." There was one last disrespectful, bullying phone call from her and at this point it was getting comical. I calmly asked her if it would help if my attorney would take over communication from this point on and her final words to me were, “Go ahead and get a lawyer, you are still going to PAY!” No Goodbye. Just Click.

So after another threatening letter during the Thanksgiving Holiday, I received a letter from a collector and I just discovered tonight that the thousands of points that I have earned as an Enterprise Plus Rewards customer over the last three years of continuous renting, have now Magically disappeared. Well then, I guess the Enterprise Claims department believes in magic after all. This situation is unacceptable from every angle and on every level. The lack of customer loyalty and professionalism displayed here, is scary. Is this "Enterprise" too big to fail? Even if you are not interested in the outcome, I will still keep you posted. Until then, read your renters’ agreement very carefully my friends. You just might be signing your life away.