Enterprise Rent-A-Car Reviews

I left and came home and noticed the windshield had a Crack in it. I call and told them about it. The rep I talked to said, "If it is not in your way don't worry about it." So I did what he said. I brought the car back on Nov 22nd. The place had at least 5 to 6 people there. Only two people working. So when it was my turn one of the rep in front of everybody asked me if I smoked in the car. I told him no. He said another one of their employee saw me smoking in the car. Again asked me and again said no. Nothing like being embarrass. All I have to say for the way they run their company I saved a lot of money. Didn't have to buy tickets to the circus. I was already there. If it was not for my insurance company I would not have rented from them. And I will never ever.

It was pitch black outside. There was one dimly lit light outside their branch, and it made it difficult to visually inspect the vehicle. I tried to give the car the best inspection but anything that was much below eye level there was not much light. There were several scratches I made mention of to which ** responded, "anything dollar-bill sized or so is fine, and sometimes it's just road grime." But I did notice one on the rear that wasn't quite the size of the dollar, but was larger than a finger, so she wrote it down on the sheet but also said it was difficult to see and made sure to mention on the paperwork that it was "dark outside". I asked if I should get the flashlight on my phone, and she said that wouldn't be necessary.

I then signed the paperwork, got in the vehicle and immediately noticed that the 'maintenance required' indicator was activated. I hadn't ever driven a hybrid car before so wanted to be sure, and didn't want to be held responsible, so I went back into the office and **, the manager, tried to turn off the indicator. She was unable to do so, and told me that too was something I didn't need to worry about. They were both pleasant, but you could tell they were eager to close out and go home, and after beginning my day by getting rear-ended and with a six-month old at home, I was as well.

During the time I had the vehicle I drove it to and from work, and to visit a couple of family members. Besides driving to/from work, where I work at a college that has ample spacious parking and 24/7 security by uniformed officers, it was secured in my garage or in private driveways. I am such a cleanliness and safety stickler that I vacuumed the inside of the vehicle and washed the interior windows, as they were filthy with fingerprints and film when I picked the car up. On two of the days I had the vehicle (Thursday and Friday), I did not even drive it.

The collision work on my car was completed Monday 12/1, so I headed to the Ford dealership in Waterford, MI after work. I arrived to the dealership around 5:30 PM. They are 1/2 mile from an Enterprise location and, upon asking about returning my car to that location and walking to their dealership, the assistant manager at Suburban Ford, **, said they could call the Enterprise and have someone get my vehicle and that this is common procedure for their customers, they do this 15-20 times weekly. While I was standing in the collision center, he phoned the Waterford location and I even had him inquire with that location whether I needed to go over with the car or after I had my car to fill out any paperwork and was told that was not necessary. I then come to find out Enterprise elected to leave the car at the dealership overnight and did not pick it up until the next day.

Wednesday afternoon (12/3) I receive a call from the manager at the Northville location stating that there is damage to the vehicle (later revealed, on asking, to be a "dent larger than dollar bill somewhere on the driver’s door and a "chip" in the foglight with a small piece missing from it) that they believe I am responsible for. During the time I had the vehicle (approx. 5:45 on 11/24 to 5:30 on 12/1) the condition of it did not change. The lady that checked me in didn't want to do a proper walk-through of the vehicle, and wrote "dark outside" on the contract, and the other location decided to leave the car in an unlocked parking lot overnight.

When the car was in my possession, it was either in my locked garage overnight or at my work, a local college policed 24/7 by uniformed police officers. This was either pre-existing damage or damage that happened after the vehicle was in my possession (as mentioned, after 5:30 on 12/1). Furthermore, with the fact that the car needed to be washed and hadn't been vacuumed out when I checked it out, it sounds as if it had been returned to the Northville location very shortly before I arrived on Monday, 11/24. It is completely possible that damage to the vehicle from the previous renter went unnoticed because the employees declined to investigate due to it being dark outside.

When I asked **, the manager who contacted me from Northville regarding the damage as to A) why nobody picked the car up until the next day and B) why, when according to them they noticed the damage Tuesday did they wait until the next day to contact me, she just said that they couldn't pick the car up that night because "it was too close to closing time." And that is not my problem as the customer. I informed ** of all of these details, and she stated that "it will be taken into consideration and we'll go from there."

I have contacted Enterprise at the corporate level and also copied Christopher Elliot who is a national travel advocacy/consumer protection writer (interesting to note that it appears he has dealt with Enterprise on similar fraudulent claims before). Buyer Beware!!! If this cannot be resolved amicably (and truthfully on their part) I will never rent from Enterprise again in my life. That I can promise you.

I called Enterprise within 20 minutes after leaving, asked if I should come back. I was told not to worry. I had the rental for 9 days. Warning lights were on the full time, never went out. Is this the norm for Enterprise Rent-a-car ? If so, it is poor customer service. It is also rather risky to put customers in cars as such. No warning lights should be on at all when the customer leaves. There was no way the car was checked, it certainly was not warmed up, or icy windows scraped before giving to a customer. It was a bad experience. If need be, I have pictures of the iced over front and rear windows, picture of the dash showing it was 14 degrees outside that morning, and pictures of the warning lights that remained on the entire 9 days.

On Tuesday morning I called the repair shop and talked with the shop manager, I told him that they say said payment has not been made in 6 days and I was responsible because the insurance company and the repair company are refusing to pay for the car, he instructed me to keep the car and I was OK. He had no clue of what they were talking about because they (shop) had already sent them the list with my name saying I was still in a rental car and the estimated time my car would be ready was that Thursday (2 days later). So I kept the car and on Wednesday at 8:15 I called the insurance company to let them know that I have And I am being harassed by Enterprise because they say they had not receive a payment in 6 days and I'm responsible. She went then went into the computer how they communicate with them and said I was OK. I hung up with her and I called Enterprise at 8:20. They put the office manager on the phone (Sam) and he was very rude and disrespectful. He told me that I need to remit payment or he was going to report the car stolen in the next ten minutes as stolen and that it was a felon.

I informed him, "Sir it is being taken care of. I don't have my car back and I have talked to the insurance and they said that the car would be OK for me to drive until to tomorrow." He then went on to say I was lying and that he needed to know where he could pick the car up from in the next 20 minutes. I told him the Insurance Co. put in the computer that it was OK for me to keep the car and it would be paid for. He said it was there, He was on the screen now. I ask him to call the insurance company to verify what I was telling him was correct. He said "that was not his job" he was calling anyone but the police when we hung up the phone. I ask if he could give me 10 minutes to call him back. He said, "It's 8:49 now. I will give you until 9:15 to call or have the car here. If not I will be calling the police." I called the the insurance company back in tears because he did not have to be so rude and disrespectful to me. She put me in hold for about 20 minutes to resolve this. As I was on hold "Sam" from Enterprise called back. And said that he seen in the computer that it would be taken care of and he hung up the phone. He did not say it was a misunderstanding or miscommunication. He did not apologize or anything.

As a result I had to miss a day of work because he was so rude and unprofessional. I got in my car after I talk to him and went to the repair shop and sat there until my car was done. I left their car in the parking lot at the repair shop. I informed the repair shop of all that was going on and they too were upset and was filing a complaint because their goal was customer service 100 percent guarantee. I left 45 minutes later with my vehicle undone, I have to take it back at a later time to be finished! I called on That Wednesday at 12:30 and reported a complaint by phone. It has been a week and 3 days later and NO ONE at all have reached out or try to solve the issue. I will never ever rent a car from Enterprise again. Customer service is very poor and the people are rude and disrespectful.

9 days later we arrived in NYC - however our GPS stopped working due to the train line above the road and couldn't find the drop off location. We had seen an Enterprise office on our drive and found what we thought was the correct location so we pulled in. The reps told us this was the wrong spot, but they were very friendly and had no problem with us leaving the car there. They ordered a taxi for us, helped us with our luggage. It was brilliant. The car provided caused no issues and Our experience with Enterprise (Alamo) was excellent. Maybe just our experience, but I would definitely use them again.

Original Review: Nov. 24, 2014

Enterprise Rent a Car is blatantly engaged in bait and switch behavior. No one should trust this company. On Saturday November 21st, 2014, I made an online reservation with Enterprise to get a rental car to be picked up November 23rd and run through November 30th, 2014. The cost with tax was $235.80. On the morning of November 23rd the Enterprise office called to tell me that although they had my reservation they did not have any cars at their location and there was a waiting list where I was unlikely to get a car for several days. The employee could not tell me if there were any cars available at any other nearby locations.

So I called the national Enterprise booking number. Again, they could see my reservation with the agreed upon price. After an hour and a half of talking with various reservations staff who could not help I was finally connected with a Customer Service Manager named Lillian. I was told I could get the same style car I had reserved at an Enterprise location 5 blocks from the original location for a cost of $325.09 for a week’s rental. I reminded the Customer Service Manager that Enterprise had agreed to reserve a car for me which they did not do.

I reminded the Customer Service Manager that the cost of the weeklong reservation they had agreed to was $235.80. And now that Enterprise had made the mistake of not actually keeping enough cars on hand they were asking me to pay close to a 30% increase in cost by going to another location 5 blocks away. The Customer Service Manager answered “Yes, that’s what I can do for you.” I asked her to honor the originally agreed upon price and she said she couldn’t. I did not rent the car from them. This company clearly overbooks their reservations and then pulls a bait and switch charging more to people who clearly need a rental car immediately. At minimum this is dishonest, at worst it is illegal.

Now to avoid paying the additional surcharge I turned the car into my local Enterprise branch in Dunkirk. I have to ask someone to drive me to Buffalo to pick up my car since I disagreed with the surcharge policy so I did not keep the vehicle, which did not handle that well in the snow anyhow. I'm also waiting for a call back from customer service because I was told the vehicle needed to be returned by noon the following day, but I would not be penalized if due to weather I could not get it there. There was a driving ban in effect, so I called and told them the car was unable to be returned that day and they said no problem, I would not be penalized. I returned it the next day when they opened and they charged me for 3 days instead of one which I am disputing.

The agent was wet so we got into the car, which I must say was dirty and smelled like smoke. I was told to "sign the paperwork and I could be on my way." About 2 weeks later, I had to drop the van off at a different location because I needed a ride to the dealer where I was buying my new car. When I entered the office I went up to the desk and a young man was there to help me. No hello, not friendly at all. I explained I was returning a car and would need a ride to a car dealer that was less than 5 miles away. He asked for the keys, told me he would be right back and was going outside to check the car over. He came to the door, called me outside with a bad attitude and told me he had to make a claim to my insurance company. I said "for what?" He pointed to a little indention about the size of a dime down on the floorboard under the door. We both had to get down on our knees to see it. I said "you are kidding right?"

I tried to explain to him nicely about the condition of the way I was given the car. He told me that was my problem. I said "what is with you people?" because my sister had the same problem with this location a few months earlier. He lashed out at me, pointing into my face and told me never to refer to him as "you people, I am the manager." I was referring to Enterprise. He said "I am the manager and I putting the claim into your insurance company." We got back into the office, he went behind the counter and completely ignored me. I said "can I have a receipt for returning the car?" I was told to go to the other location for it! I asked for the key back so I could take it back where I rented it, he and the other employees just ignored me. Then I was told to walk or take a taxi. I got very upset and started crying. So I called the police.

When the police arrived, he went over with the manager to look at the damage, it was 3:30 in the afternoon very sunny and the policeman had to get down on his knees with a flashlight to find the indention. He came over to me and said "you better call your insurance company and get them down here to get a picture of this." I have received 4 letters and 3 phone calls from Enterprise telling me they are holding me responsible for this damage. This is a scam. I was told by an insurance company that they put in for these claims, never fix them and keep passing them on. I will never use Enterprise again. Not this location anyway ever again.

When I called and told them I think it doesn't run right they said, "bring it back and we'll switch it out." Lo and behold they told me there's a dent in the passenger side back. There is no way in hell that I did that and it was either there or he did it when he took the car to clean the windshield the day before. They want me to file a claim. I am not going to pay a cent and will never rent from enterprise, also two others told me the same enterprise trying to say they did damage. So if you live in Pa Glenside do not rent from Enterprise on Easton Rd.

On the day that I returned the car, I was on a limited access highway, and suddenly a warning light appeared indicating a tire pressure problem with the front left tire. I managed to get to a parking lot and change the tire, which was actually the left REAR tire. Expecting a nail problem, I took the tire to a nearby garage. To my surprise, the mechanic said the rim was bent and he wouldn't remount the tire on it. I was stunned as I had hit nothing. The dent was on the inside of the rim and thus would have been impossible to detect during the initial inspection without putting the car on a lift.

I returned the car to the Enterprise store immediately with the mounted tire and explained the situation. The explanation I received concerning the warning light was that someone had changed the tire but that the sensor had not been reset. I was told that I would be contacted by corporate. This began a 3 month ordeal that will seem all too familiar to other contributors to this site.

My next contact was the local rental agent who informed me that my case decided against me by the company, and I received a notice that I was being charged $484.71 for damages, $50 for administrative fees, and $5.10 for loss of use: a total of $539.81 for a bent rim. Since my credit card had been reissued as a result of the Home Depot hacking scandal, they were unable to charge the card on file. That is when I began to get contact from the company.

The first call was from a woman whose connection was poor because of my cell phone I guess. The message was poor, and I was unable to discern the contact number. I received a letter from a "recovery specialist" to whom I emailed a letter explaining my need to talk with someone who could at least listen to my side. I haven't yet received a response 2 weeks later. I received a call from a gentleman last week and have left 2 messages on his voice mail, which indicated he would return my call within 24 hours. 5 days later, I am still waiting. Now I have a letter indicating that I have 10 days to make payment or my case will be turned over to a collection agency or an independent attorney.

My stand is that a previous renter dented the rim for which I am being held responsible. They had it temporarily fixed in order to avoid responsibility and returned the car. I was the unfortunate customer to whom the seal let go. I guess I should be happy that the tire had been moved to the back as I might have had a life threatening accident. I know that I did no damage to this car and am disappointed with Enterprise's failure to at least give me the satisfaction to explain my situation to someone other than local agent or a recovery specialist. This seems a poor way to conduct a service industry business, but had I read reviews earlier, I might have been forewarned.

From the get go, it was terrible. The day I picked up the car, I had an appointment at 4:00 p.m. to pick up a vehicle, a full size car, and on the way I called to confirm and they said they had a vehicle available. So when I arrived I spoke with the lady at the counter and she helped me, but said they did not have a full size available, so they tried to put me in a mid-size, but I'm very tall, and I have children, so that wouldn't work. They said that I would have to wait for a full size car, so I did, and it did not arrive until a little before 6:00 p.m. It was a black Camry that was filthy from the previous rental. They said that all of the guys that worked in the back had left for the night and would not be able to wash it, but the manager did clean the trash out and tidy it up a bit.

They told me I could bring it back Saturday for a wash and I agreed. So we did the walk around and noted the damage that was already on the vehicle, like we had done thousands of times before. I signed, received my copy of the rental agreement, got the keys and was on my way. I only put 39 miles on the car and was able to drop it off at the repair shop that fixed my truck, as they were a drop off location for Enterprise. So I thought that was the end of the saga, but it was only the beginning.

Several days later, I received a call from the same girl at the local office telling me that they had received a voicemail that I had returned the car damaged, and they needed to get a statement from me. I called back the next day and spoke with the branch manager and he knows who I am and assured me that there was no damage that he knew of, and maybe she called the wrong person. So again, I thought we were done. Wrong again. A few days later, I received another voicemail from a person with Enterprise who handles their damage claims, and again she was wanting a statement. I called back, no one answered, and I left a voicemail. I never received another call back.

In the mail, I received a statement saying that my most recent rental was under an investigation into the damages that it was returned with and they would need a statement. My wife was finally able to contact the agent, and gave a statement, noting the damage that was recorded. We still had not been told what was damaged, and when she asked, they said that we would get a letter detailing the damage after the investigation. So I'm thinking, they are going to pull up the copy of the rental agreement noting the damage and find that it was there before I rented. I was wrong, as we received a letter asking for $1200+ for damages that their investigation found that I caused.

So I was very puzzled, and contacted my insurance agent to file a claim to get them paid. My insurance agent told at they would also investigate on my behalf. I received a call not even 3 hours later from my agent telling me that the first thing she did was ask for a copy of the rental agreement, and all of the damage that they were trying to blame me for was listed on it, as we found it during the walk around. She said that the claim against me would be dropped, but I have yet to hear from Enterprise stating this, or to even offer an apology. I rented from them, and put up with terrible service in the name of trying to be loyal. I would spend thousands with them every year for business travel. Never again. They have lost me as a customer, and I have passed the word along to my 500+ co-workers.

The agent said that the car had been inspected with a pen light by the West Springfield agent and no undercarriage damage was noted, so I was responsible. I replied that I witnessed the inspection and at no time did I see the West Springfield agent use a pen light and assess the undercarriage. I was told that the car would be repaired and I would receive a bill. Enterprise put $200.00 hold on my bank account, which I subsequently lost. In addition, I am now being charged an additional $450.00 dollars for repair to an opening in the undercarriage less than an inch in length. Absolutely heinous. I hope someone can offer advice.

So, I talk to a girl there. She doesn't have a clue what to do. Shaking, nervous, doesn't look me in the eye etc. I'm doing my best to be kind to her and repeatedly told her, "I'm not mad at you, I'm mad at Austin for not doing anything." She said, "Oh, I understand, I know" but she really could care less. So I tell her what Austin "set up" for me and she said, "I'm sorry, I don't have a four door available." I said, "You have to, I have to have one specifically for my work on Monday. Can you get one from the airport like Austin said he was going to do?" She said "no." I said, "Well, I guess I can take an upgrade vehicle and give you time to get one on Monday and we can switch Monday night." She says "okay." Puts it all in the computer, and says it's "$30.00 extra for an upgraded vehicle." I said "Well, that shouldn't be my responsibility to pay that. YOU are the ones that dropped the ball. What car rental place doesn't have a four door to rent when they promised you one three days ago?" She says "ya, you're right" and does nothing about it. I said, "just forget it, I'll pay it till monday night." So she puts it through.

Then she asks me for proof of liability and I asked her "Why does she need that because they asked no one else for proof?" She says they need it... So I show her my proof of liability. She says, "I'm sorry, you're not covered enough for a vehicle" and begins to quote me all the more that it will cost me because I'm not covered enough. I told her "What do you mean? I am showing you my insurance that says I have plenty of it." She says "you'll have to take more out" and begins to quote me more charges. I told her "I want to speak to the manager". She says "he's out for lunch but that I can wait." So I waited over 30 minutes. He waltzes in and she doesn't even tell him I'm waiting for him. I figure that he's the manager since he's the only guy there but still, I ask him if I could see the manager and he says "I'm the manager, my name is Adam. How can I help you?" I tell him everything. I tell him I have NO vehicle and no way of getting one and can he help me out?" I'm very desperate at this point and I'm still very cool and kind. He says "well, let's see."

So he says to me, "Okay we can do this, this and this," and I say, "Okay, its not as good as what Austin quoted me but I'll do it." And I pull out my card to pay and he says, "but all I need is proof of where you live like a utility bill. " I said, "Why? What does that have to do with anything?" He says because you're paying with a "debit card" that's the rules. I said, "You have no proof of the last lady that just rented a van that she has insurance or of where she lives." He says, "she paid with a credit card so it doesn't matter." I said, "You're telling me that if a person pays with a credit card, you don't ask for proof of where they live/insurance. But if they pay with a debit you do?" He says, "Yes, that's the rules." I said, "just run it through. The money's in there, you'll see." He says "no, I can't/won't." So, I tell him, "I'll have to go all the way back home to find something, but the problem is that I just moved into a new apt and don't pay utilities so I don't really have a bill like what he's wanting but I did have a bill from the State and could I use that? " He says "sure, bring it in."

So, I go all the way home, get the envelope/letter, bring it back, and after he reads the whole thing, he tells me "no, sorry I can't use this." At this point, I'm starting to overheat with rage. I've kept my peace and been extremely kind despite the ignorance from these fools. And I've been there for hours back and forth, and now he tells me "no, I can't use that." I stood there and literally begged and pleaded with him, telling him, almost in tears, "I have the money, you won't get stiffed. Can't you do anything to allow a letter from the State? As of later on today, I'll have NO vehicle to get around with and won't be able to start a new job in two days etc." He says, "Sorry, there's nothing I can do." I left that place in such humiliation, shame and anger.

I got on my phone and called the "closest" Budget car rental, which like I said was over 30 minutes away and within 10 minutes the gal assured me my car was all set. I went there and picked it up and gave them all of the money and actually more, because I had to re-rent it again for two more weeks. So, here's what I say to that enterprise rental and EVERY single other one, I will forever tell people of the horrible experience I had there and to NOT go there. Sadly, since telling people my terrible experience, I've had several people tell me they too have had sour experiences with that location and would never use it again. So, budget Car rental gained over $1000.00 because of the morons at Enterprise. NEVER AGAIN!!!

Once my car was ready, the Enterprise representative (employee # **) asked me if I wanted insurance coverage. I said "sure, but I only want liability". I said that I only want liability insurance very clearly. Later to find out that employee charged me for full coverage insurance and some other various charges. They charged me for extra charges you did not agree to.

After coming back from my trip, I checked my account. I noticed they charged me around $156. I only had the car for 2 days so it should have been around $50-$60 w/ liability insurance included. I then called the location and one of the employees acknowledged they made a mistake and said she would refund my money. She apparently did nothing. Over a week later I called again because I did not receive the refund. I then explained what happened and asked to speak with the manager. The employee said he would call me back in about an hour. I never received that call back.

I then called the corporate office the next day because I was getting the runaround from this Enterprise location. The employee from the corporate office called the location putting me on hold to resolve the issue. Once the employee was finished, she said that they will refund me a little over $20. I explained to the employee that it should be more than that and called the location myself.

The manager's name was Nick. He told me they were charging $4.67 an hour for dropping the car off at another location and my daily rate was $32 a day. Nick was trying to explain and justify some of those charges. He then said they would refund my money after I told him I was looking at our contract that stated it was $13.99 a day. I know it's not a lot of money but it's the principle. I had to jump though hoops and waste a lot of time to get this money they pretty much tried to steal from me. It has been 3 weeks I have been assured a refund from 3 people and still have not received it.

When I arrived, I was told that my credit card appeared to be a debit and was therefore unacceptable. I could not understand, I used the very same card in July. I gave them a PayPal Mastercard and a Visa bank card and they were indifferent and told me that the sign outside the door explained this fact. Unfortunately, that information wasn't shared when I made the reservation 3 weeks earlier. They stated that if I had used any other Enterprise, that my card would have been accepted or if I had an airline ticket my card would have been accepted and unfortunately, all of the other locations were now closed. I phoned the toll free number and could have done without the rude and quite indifferent person who decided when I asked if there was a manager, it was not worth the time to continue speaking and hung up on me.

I had already made plans to travel to Louisiana and was forced to walk in the 30-degree weather to the competitor's property across the street that the front desk suggested. And because I had no reservations I had to pay three times as much for the reservation, and yes, they accepted both of my cards. I don't know if I will get reimbursed for the difference but if I can warn ONE PERSON...do not use this company. Do not even try it...it will be worth it. They get you promising you a cheap price, but in the end, their company treats you so poorly that it isn't worth the disrespect and your plans being ripped to shreds. Use a reputable company that will stand by its product and have peace of mind is a much better choice. DO NOT USE ENTERPRISE. If enough people keep saying poor service, lack of consistent treatment and don't use them... they will either change their behavior or close the location, either choice is better than what I just endured.

Everybody who asks me I tell them only rent from Enterprise. The people are good people... Poor judgement on my part. She mislead me and then waited until an hour before to tell me not to come... I'll make sure to get the word out on how shady people can be to a loyal customer not to mention when I cleared up the $35 fee I wasn't even there for Rental. I called over the phone while I was out of town and use my credit card to clear this situation up... I guess I really shouldn't take it personal because as I review this site over 90% of the reviews are bad...

I am going to contact the Attorney General and everyone else out there I can to let people know what is going on. I have lots of pictures of the bumper and car and you can see there is no damage. I found out later this girl happens to be the manager of this location. Go figure.

I proceed to question about the charge, the response was "Maybe you got a ticket or two"? I stated that I do not accept "maybe" and demanded them to determine exactly what the charge was... The staff said: "Oh, we have no access, it's the corporate, I have to email the accounting dept. because it's too late today" (3:45 pm on a Wednesday afternoon, what a nice job at Enterprise corporate accounting department getting off from work this early). The staff proceeded saying that she has emailed them and noted my phone number on a damn Post-It note paper!! (Fine, that could be how they note things, different people work differently.)

Then... I called the next day, the day after, response to me was "they haven't replied..." Fine, I called Monday and Tuesday the following week, same response "they haven't replied.." If I did get tickets although it's impossible, then I would pay but I demanded answer on exactly what the charge was for and all I got was "they haven't replied." I was angry and stopped by the rental location, now they changed the response to: "Nothing we can do, we cannot search accounting record".

To add to that, I did attempt to call the corporate after the "Nothing we can do...", it was uneasy to finally reach someone, but then I was told I need to contact the local office, nice response from how Enterprise corporate do business. Outcome: I contacted my bank to file a dispute on the $76.86 charge, which required additional consent letter and signed form because I used their service / had business with them as my bank stated. Understood, it makes perfect sense, paper form was within in 3 days, I signed the form on the same day I received and dropped off immediately in-person at my local Post office. Called up my bank saying that I had just dropped off the form, the representative told me right in that phone call that they would begin processing even though I just dropped off the form in the mailbox. Dispute filing need up to 90 days investigation, but then I got the credit back in less than a week while they went on with the investigation. My bank, quick response and informed me (the consumer) on what they were doing, what I need to do and what I need to know, is how a business should do business.

Including this unpleasant experience, I've used Enterprise at least 20 times, the 4th at this location, I am not a frequent customer but at least I am a returning customer, and that's the response / treatment that I got. Although I got my money back, but dispute this experience, I will NEVER EVER use Enterprise again, and I did not. I needed a rental 2 more times after this, and I went to other (Avis & National). I can tolerate mistakes, people make mistakes, but I cannot accept irresponsibility as a business and the responses/treatment I got.

Well I get to enterprise and lo and behold! My car had just been given away 30 minutes before I got there! I was LIVID!!! I tried to correct the situation by grabbing anything that was 4 or 6 cylinder and just getting the ** out of there and back on the road. So about 35 minutes later they came and asked me if a truck was okay. I said "Whatever my luggage won't all fit up front but you guys don't care about that, just give me a set of wheels." They bring the truck around and I go in to pay for it. The man quoted me $200.00 on phone the day I reserved it, just as long as my insurance would cover the car. I had already spoken with my insurance company and they advised me that I would be covered due to the type of insurance plan I had on my current vehicle. (which was in the shop) Well this S.O.B. would not even hand me my debit card back until I paid an extra $27.99 a day for their "Special coverage insurance"! The car would be sitting in airport parking for a week. I was NOT going to fork over another $195 dollars just for it to sit there when it was already covered by MY insurance in the first place!

I advised them to take the truck and drive it directly (you know where)! I was finished with their trickery, lies and time wasting tactics! So, I called a taxi like I should have done in the first place and paid him a extra 100 bucks to get me to my flight on time! Nope. My story don't end here. About 2 weeks after I got back home I was checking my bank and credit card statements and noticed not only did I rent a car, I rented it, I rented the $27.99 insurance for 7 days and they charged me another $199.99 for "damaged interior upholstery". So basically someone I had spoken with at the actual location the day I went to pick it up decided that I was renting it whether I wanted it or not. I did eventually get SOME of my money back which is ** because I should not have been charged a dime in the first place. My bank account was screwed and over drafted. I had to close it and have my credit card information changed and all kinds of associated fees and headaches that go along with all of that! Somehow enterprise still ended up making over $150.00 off of me. I still feel stupid about this whole situation to this day. I will never get treated this way again by any other company for any reason!

I can assure you that Enterprise will never treat me or any member of my family like this ever again because none of us will ever be caught dead there at that con-artist head quarters! Stay away from these people! Just because they have money for big adverts does not mean that they actually know how to treat people. They are liars and thieves and I would not do business with them again if they were GIVING me a car during the Apocalypse! No Thanks, I'll pass!

The representative kept arguing with me that this has always been their policy, and I advised that it had not and invited him to look up all of my prior rentals. He just kept insisting that I was incorrect rather than focus on gaining my business today. The representative was obnoxious and condescending. I will NEVER go to this Enterprise location again. Watch out all... pretty soon, they will ask for a blood sample to obtain a rental..... absolutely ridiculous practices! I wonder how many people walk out their door without a rental agreement before they see how outrageous their practices are?!

Original Review: Nov. 6, 2014

I rented a car from Enterprise car rental until 11/5 at Morse Rd Columbus. When I went to return the car at morse road location, they asked me to return it at my closest location as I needed a ride. Then again I went to the other enterprise location which is located at Cherry Bottom, Gahanna to return it. The representative inspected the car and it was looking fine as it was rented, then they gave me a ride back to my house. After couple of hours they called me and said, "the front tire rim is bent and you are the last person rented the car and you have to pay for the damage". I was shocked to hear that and told them I did not make any damage or accident. I told them I will come to their location to talk to them after my office hours.

Then I went back to their location in the evening to know the details. They initially said, the rim bent was not visible when you view from the top and because of the parking position. So he move the back little bit backward to bring the bottom rim to top side. Then we noticed the rim was bent. Since, the rim is covered by the rim cup, so it's not visible when you look at it.

My questions and concerns: 1. First of all I did not do this damage. 2. Looking at the rim bent level, it should have caused the same level of damage to rim cup. But there is no problem with the rim cup. You can say I would have changed the rim cup to cover the damage. Then the rim cup should look like new. But, it's looking like other 3 rim cups and not looking like brand new. (I'm not able to take the pictures in the evening because of the light. I will go tomorrow to take some clear pictures). 3. Since, the damage is behind the cups and nobody would have noticed the damage in the past. Looks like they are trying to charge me for the damage done by somebody else. 4. I returned the car by 11:30 AM and they inspected well to make sure nothing is damaged. They gave me a receipt at the same time. But, the person called me after 2:00 PM saying that "since, you are the last person rented the car, it will be charged to you". I need to know how come they noticed the damage after couple of hours and noted the accident time as 2:13 PM.

I'm really confused and stressed. People are really getting stressed when you are accused with something which you did not do.

Coincidentally we went to Enterprise located at Fairfield Collision Center (where we were taking our car) and I told the gentleman there about the charges and asked if he had a cheaper car for us? He looked us up in their system and told me that the car would be $51.40 (meaning I would pay an additional of $1.40 per day). I asked if he was sure and he said that it pops up in their system and all their systems would be the same. We figured it was a mistake and when the time came to pay, they would obviously charge us what their system had asked for. When we returned the car, it was returned to Fairfield Collision Center branch (as we were told this would be fine). They would later call us to confirm additional charges.

A few days later I get a call from ** from Enterprise Commerce Drive where we had rented the car informing me that they were charging the $4.48 additional per day. At this stage I asked her to break down the cost: $44.75 + $3 + $9.25 + $1 per day tourism charge. I asked her to put this into a calculator and we have $51.40. Meaning I owe $1.40 a day. She put me on hold and came back grudgingly accepted that this was the correct charge. How come the $51.40 didn't just pop up on her system!?

Now I have to add the other issue, the car was given to me with a tank full between half and three quarters. I returned it between half and three quarters. They tried to tell me that I had returned it below full and would be charged $20. When we agreed that the car was not given to me with a full tank, she started telling me that the gas was below the half mark. I also had to complain about the fact that the car should have been given to me with a full tank, so I could return it with a full tank and not some arbitrary distance between half and three quarters. I have never seen this at any car rental company and I guess this is precisely why they don’t do that - because it becomes a dispute of where exactly that gas sign was when it was rented. Was it on a hill? Did it show more or less?! Anyway there is a reason why full is the usual standard. Finally she accepted and said "fine! I won't charge you for the gas". As if she was doing me a favor.

This whole conversation had happened before the disagreement on the taxes. After I pointed out the taxes were miscalculated she decided to go back and say she was charging me for the gas! Trying to negotiate an amount to meet me in the middle. So at this stage I had to outright ask her if they were trying to scam me one way or the other!? Long story short we agreed that she would charge my credit card $11.28. Credit card statement comes and I look to do my checks and balances. Enterprise have charged me $31.18! This is a fraudulent charge to my credit card, since the amount was not agreed upon. I have reported the charge to my credit card company and expect that they will be looking into the matter. I have also reported this to Geico and asked them to look into the company they do business with and have their customers rent cars from.

I believe that there was some sort of scam they were trying to pull with the taxes, trying to charge extra for gas and there was definitely fraud on my credit card. If they were standing by their charges, they should have informed me on the phone. When the discussion revealed that I only owed $11.28 and an agreement was reached to charge $11.28 it is absolutely outrageous that they charged $31.18 without informing me.

NB: The $$$ amount is not the problem. The problem is that there was no transparency in what their charges would be and it should not be allowed that a business agree to charge X and charge Y to a customer's card without informing the customer! Even if it is a single dollar more than the amount that the customer is told they will be charged.

Original Review: Oct. 31, 2014

Had agent go over car before taking and he noted a few things including a dent. Returned car and another agent went over car, everything OK. Got a call today there are 23 dings in hood and a dent {same dent noted when rented car}. Dings were from either hail or stones? I doubt hail since it was 80 degrees, and I think we would have noted 23 stones hitting the car and by the way neither we or agent at car return noticed anything. So Now I will be getting a bill to repair 23 dings.

When I returned the car, the lady at the desk took keys from me without asking any details and seeing my receipts and came back to me with a words that, there is a damage and going to write a damage claim report. Even she did not check my receipt for the details of that damage, was there or not before I pickup the car. Then I went back to car with her and she shown me that small gap and told this is change of vehicle condition need to claim. I was shocked and said it was there before. Another guy has come to support her and started saying may be someone hit the vehicle in parking from backside. I told only one thing, "please show me any scratch or bump on the entire vehicle to support your words." I am very sure there were no collision and hit. I have parked only once in entire day and I was inside the car and night I parked at my home. Somehow they took my policy No. and charged deductible amount. I have no idea what to do and paid the amount and back to home with frustration. Can some please help what I have to do with these people.

Original Review: Oct. 31, 2014

Was a loyal customer with rentals every week. But of late I started noticing discrepancies in the rental agreement. They started charging other insurance amounts which I have not opted for apart from the DW. Funniest part is they acknowledge the mistake and never credit back the amount!! You have to fight it with credit card company to get the money back. I decided to dump them.

Then the lady who took the booking was called for. She didn't admit that she saw dents on the roof. However she don't have any photographs to confirm that there were no dents on the roof earlier. Neither do I. She also told the man at the counter that there was a hail storm in town on those days and it might have caused the issue. Firstly, the hail storm happened in the same state far away from my home town. Secondly I was out of town on those days and I was travelling to places where there was no hail storm reported during that week.

I have the proof that I was out of town and have Google Now Real Time Location Tracking Reports, Credit Card statements and Other Receipts to prove that I was at a different place at the time of Hail Storm. I will fight until I get justice on this. I consulted with a few of my legal people and is getting the advice to file a case to Sue Enterprise Rent-A-Car for their irresponsible and dishonest deeds. I might have to do that if they are forwarding this to claim to collection. Should I do that even before? Will there be any use for that? What all should be made ready as documentation before going in for that?

I called multiple times within a 10 week period and could get no information from them, they just kept saying it was at a garage for repairs, and could not even give me the location of the shop it was at. Now I just received a letter from them dated 10/14/2014, seventy two days past the date of the occurrence that I am being charged $8,160.40 for water damages because they salvaged the vehicle and sold it at auction and I owe the difference of the value! No description or itemization of damages at all, just said water/flood. This is unbelievable as there was never any water that entered the vehicle, even the driver that exchanged it out for us said the starter probably just got wet and wouldnt start. I contacted my credit card company that is supposed to pick up insurance for me if I decline the rental companies however they said a claim must be started within 45 days which in this case I didn't even know for 72 days.

When I returned the car she went out to inspect it. I watched her literally put her face on the hood and then she came in to tell me the vehicle had hail damage. When she took me out to see it I had to literally put my face on the hood to see it. During the overnight I had the vehicle it DID NOT HAIL! I truly feel the barely visible marks were already there and overlooked by the renting agent and myself. Now we're being billed a couple thousand for hail damage that did not occur while the car was in our possession.

I recommend anyone who rents a car from Enterprise to take pics of the vehicle and make them clean it inside and out before you sign anything. Their service has declined severely. I rented from them for months straight a few years ago. They were affordable and the cars were clean. Now, the cars are filthy and the service sucks. Pop spills, dirt and debris on the seats and floor mats.

Again, if you HAVE TO rent from them take pics and demand a clean vehicle; otherwise, choose another company that will treat you like a paying customer.

Anyways it would have been nice to know that you still might get money taken out your cc 2 months later OR if they told me that if I travel on "blank", "blank", and "blank" roads you will not pay your tolls when returning car; instead, they toll by plate which takes a couple months!! So everybody make sure you always have $$ in your account long after you think the Enterprise experience is over!! Every time I have rented with Enterprise it is ALWAYS the biggest fiasco!!! I always stated to myself I will never ever rent with them because the **, hassle, and misrepresentation they put their customers through, but I had no option renting from Enterprise this time because my insurance only goes through them. No wonder Enterprise is ALWAYS looking for college graduates for their manager training program. LOL. The training program must be awful!!!

Obv rules and regulations that you should tell the customer, they don't... unless that's how they train managers... "Don't disclose all the small print to the customer. Let's screw them and have them figure it out for themselves!!" College graduates are smart (like myself!!); therefore, once they find out that this is not a reputable company that puts their customers first, instead of their money and cars, they quit! Shadiness all around. I hope they shred my documents listing my cc # so I don't get more charges or that it gets into the wrong hands. In conclusion... search for a rental car company. It's not hard and doesn't take long. And GUARANTEED you will find better prices through other companies and much better service. I have used at least 5 other rental car companies other than Enterprise and have NEVER had an issue with them and still got the cheapest deals!!

My neighbor allowed me to borrow his car for a few days. Finally, on 3 October 2014 I called Enterprise (Avenues, Jacksonville, FL, approximately 40 miles from my home). They said they would get a car by the end of that day. My friend was able to give me a ride to that location. I was assisted by Kevin **, Assistant Manager, who had secured a full size SUV which was not appropriate for my wife to enter and exit. He advised me that he would have a more appropriate vehicle for me on Monday which was a full size sedan. Kevin ** also authorized the return of the vehicle at a more convenient location. I want to let you know that Kevin ** provided exemplary service and would highly recommend him and the Avenues (Jacksonville, FL) location.

Since Orlando has been put in charge of this facility, he has lied about having to have vehicles that I returned detailed because he smelled some smoke and has even had one of his "so-called" Assistant Managers (lackey) to tell a similar lie because I reported the incidences to his corporate office. He has also overcharged me for gas and has tried to charge me for an hour additional rental time after I had to wait for an extended period of time for them to check the vehicle back into their facility. It was their fault that the vehicle was checked back into their facility late!

I would advise anyone who is contemplating renting a car from this facility that they are doing so at their own risk. This facility is, most likely, going to try to overcharge you for something or lie about something that you did not do in an effort to pad your bill. As long as Orlando ** is the Manager at this facility, they will experience a high turnover rate as well as a loss of business. Orlando feels, like a lot of other businesses in DeKalb, that he/Enterprise can do whatever they like because people have only 1 or 2 other choices.

The following morning I telephoned Enterprise explaining the situation and requesting to exchange the car and they said "come to the airport at 8:00pm." Upon our arrival the clerk said that as it "was my fault" I had to pay the Euro850 excess before she would exchange cars. I protested that I did not break the key, I merely turned the key in the ignition and it came to pieces. I said that obviously it was caused by "normal wear & tear" due to the the numerous drivers of the car which had done over 50000 kilometers, and I was just the unlucky customer who got a damaged key on "its last legs." She was not interested and refused to contact either her manager or anybody else in the Company. She said I could come back tomorrow to speak to the Manager. As I had no intention in paying Euro850 for damage to the key I and my wife reluctantly had to return to Colmar. The day was completely wasted!

We returned and the Manager agreed that it was not my fault and supplied us with a replacement car without paying the previously demanded Euro850. Upon my return home I have written four times over the past month to Enterprise explaining what happened asking for their comments and demanding the refund of the Euro150 I had paid for the assistance I needed to fix the faulty key. I have not received any acknowledgement whatsoever. So let my experience be a warning to any potential tourist wanting to rent a car from Enterprise.

I got a letter in the mail today stating that the car was returned damaged. AT THEIR SUGGESTION, I left the car at my body shop so they could pick it up. It was parked out of the way in a regular parking spot and now Enterprise is claiming scratched doors, a bent tire well, out-of-whack front bumper and other BS items. They are claiming until they get it back, I am ultimately responsible for any damages. The day after getting my car back, a dopey kid on his cell phone drove right into the front of my car. So now I have a SECOND car from Enterprise. I plan to return it to them ASAP and rent from another place so they can't pull this BS on me TWICE. Oh, and by the way, I'm gonna have a field day fighting with them over this!

I rented a car with "TOLL PASS" in the Enterprise and the staff advised me to leave the car in the garage of an alternative original store, since I would deliver the car after 7pm. I handed the car in perfect condition, with the key in ignition, open (as advised me on site), with the "TOLL PASS" in the car. The next day, an employee of Enterprise called informing me that the "TOLL PASS" was not in the car and charged me a fine of $25 for it, and the "TOLL PASS" was in the car. This is a scam. Beware of this company! They charge A LOT more than what is spoken in the store.

I booked an intermediate car at the Randall Road location in Algonquin IL. Initially it was a Ford Focus. Once the paper work was done, they found out the car was actually sent to quality work and not available. She gave me another option, Jeep Patriot with a little bit higher rate. I took it and she went inside making a copy of my driver license. Another guy came in and took me to the car. After I checked and signed the papers, I was sent away.

Only 30 minutes later, when I took out my wallet to pay at a store, I realized I don't have my license. Went back to Enterprise and saw there was no customer and they just left my license on the counter. No apologies for not returning it and no explanations why they didn't bother to call me. What happens if I didn't remember where I left my license? What if there was an accident or pull over by police?

Upon my return, I was in the office for 10 minutes and no one showed up. Phones were ringing crazy and finally the guy came in (yes, same guy sent me away without giving back license). Once got my receipt, I "begged" for a lift home cause it's windy and drizzling outside. He said the driver was out and I need to wait. Five minutes later he walked over and told me don't know when the driver would be back. And he, along with manager, can not leave even without any customer/business. Then he looked outside and said, quoting here "It's not that bad and been like this all day long." OK, I got it. It's fine to leave office unattended but can't spend five minutes drive me home because of "rules". I got up and walked home IN THE RAIN.

I go home and 1 1/2 hrs passed in which I called at 1:31 pm to check on the status of my rental. I talked to a young man and he told me that they still haven't received any vehicles and that I was at the top of the list. I then went home and fell asleep and woke up at 4:30 pm because I work 3rd shift. I picked up my phone to see if Enterprise had called and had not. I then called and talked to the same young man and he told me that he could do something for me and to come on by.

I go to Enterprise and then talk to the young man that I spoke to on the phone. He ask for my license and then the card that I was going to use. I gave him my card in which he informed me that I had to get proof of residence because my card was a debit card. I have been renting cars from Enterprise since about 2009 and never had to show any proof of address because I had a debit card. I just rented a car on 09/19/2014 and returned it on 09/22/2014, was never told then that I needed any proof of residence.

I go to my job and get my pay check stub and go home and get my lease to my house. By the time I get there a little after 6:00 pm they were closing but the young man was willing to still help me. He was going to put me in a smaller car than requested or that I could come back in the morning and get better car. I appreciate all of what the young man tried to do for me and I told him I will be there first thing in the morning.

What I don't understand is that if you got a car reserve, don't that mean that they are suppose to hold it for you because that is what reserve means??? Also the fact that I have been renting cars from Enterprise since 2009 and today it made me feel like I am a 2nd class citizen. I was never told I needed any proof of residence and I had just rented a car on 09/19/2014. Then the young lady told me someone will call me when they get any cars in but no one never called. I called them, twice. She also told me that it was 2 hrs before I got there that they were waiting on cars which I was there at 11:45 am.

So at 9:45 am they knew there were no cars on the lot and never informed me or gave me a courtesy call to let me know that they didn't have any cars. She flat out lied to me even if I was suppose to be there at 10:00 am, you still didn't have any cars on the lot in the first place even if I was there on time. I've been a value customer or thought I was since 2009 and to be lied to and never received a courtesy call to inform me on the status of my rental. I feel like a 2nd class citizen right now, I'm trying to go on a vacation trip that I haven't had in 11 yrs and get delayed a day because I was never informed that I needed proof of residence because I had a debit card but I just rented from Enterprise on September 19, 2014. Why was I not told then?

I am very disappointed in which I was not told the truth, no type courtesy to call you to let you know what is going on. If I didn't call them, I feel I would have never heard anything from Enterprise and I would be wondering what if I had to catch a plane. Just left me out in no man's land. I hope this bad experience is the only one that I will experience. Otherwise, I could tell my friends, family, coworkers how I was treated like a 2nd class citizen by Enterprise Car Rental.

#1. I made a reservation over the phone and it was known I was using my debit card. They picked me up which was great because I live close enough. When I got there, THEN they told me because I was using a debit card, I would need to show 2 other current bills that I receive at my current address! Well, I'm in their office and had no way to get a print out of any of my bills from their computer! I COULDN'T REMEMBER not one password because I was shocked. I then had to wait for a driver to come back to the office and take me back home to get the info. TOTAL WASTE OF TIME, and frustrated as H! They should've told me to bring 2 bills over the darn phone! I prayed and managed to hold in my thoughts... (trust me, they were NOT good!)

#2. The other thing is; OK, nobody likes a smoker (I get that), but don't wait until I rent the car and tell me that no smoking is allowed in the car! What? I took the car back the next day. I'm trying to quit (been smoking 50yrs) and it's a battle; but I'm spending my money!

I ordered a car from Enterprise via the Internet. The instructions were clear, so using the drop down menu, I chose my dates and return time. I had contacted my local branch to see if I could get a Toyota Corolla so that I could test drive on our trip because I might be interested in purchasing one. For some reason, they couldn't come up with Corolla so they substituted for a Camry for 5 dollar a day upgrade fee. It was a nice car but not what I wanted. However, I did not have time to worry about a different brand of car so I took the Camry. The car actually was nice and worked out very well.

However, when I returned the car is when all my issues started. For a car that started out at $19.00 a day, the bill came to $144.00 for 3 days. I asked how come it came to this price and the woman told me that it was for the insurance that I signed for. I had specifically told her that I was fully covered by insurance I wouldn't need it. However, they tried to sneakily charge me and I said why would I have signed up for that insurance. In addition, I returned the vehicle clean, but apparently there was some pet hair still left in the vehicle. She said that pets and smoking were not allowed in Enterprise cars. She said normally they would have to charge me a special detailing that would have cost me $100.00. But because I was a new customer they would waive the detailing cost. They also took off the insurance charges so my bill was as ordered plus the $15.00 for the upgrade. My advice is double check what you initial and don't allow fast talking attendants to try and confuse you.

Nowhere was there posted anything prohibiting smoking or pets. So now I leave that establishment feeling guilty like I had done something wrong after spending close to $100.00 for their rental. That is terrible customer service in my opinion and so Enterprise is off my list for future car rentals. Partly because if they don't allow pets, that is now a non-starter for me (they need to get with the program because a lot of people take pets with them on travel) and partly of how I was treated. I don't like underhanded dishonest business practices. I will also send Enterprise headquarters a letter of how poorly I was treated.

So he overcharges me and takes me out to this car that I did not book and asked me to started it, so I do. Then he starts with the extra insurance and even when I tell him that my auto insurance will cover it he strongly recommends it and won't let me out of the vehicle till I take the extra insurance for an additional. $27.99 a day. Very unhappy with enterprise car rentals, will not make the same mistake twice.

The car rolled back in the parking space and I was able to turn off the engine. We were not hurt. I called the police, and the policeman verified that the brake pedal went to the floor. He filed a report, thank heaven, so no one can say that I was at fault. Enterprise couldn't get us a replacement car right away and wouldn't pay for a taxi to take us to the Des Moines Airport. Never again will we rent from Enterprise Rent-A-Car.

After spending 15 - 20 minutes talking with the Abra body Sales agent, he guided me back to the Enterprise room and politely told me that they will take care of me from here. I gave the lady at the front desk my confirmation number and after she looked it up, told me that they only have a two seater cargo van. She explained to me that because my confirmation was for 12pm and it was after 12pm that my vehicle was given to another customer "it was 12:20pm" I was to later to pick up the vehicle and would either need to take the cargo van or wait until she was able to find a vehicle for me.

An hour and a half later she had someone from Eden Prairie Minnesota drive over a small 4 door Chevy Malibu car. I called Abra everyday asking if they were done so I can get my vehicle back. Because of the Bloomington Enterprise I had four days of driving hell. I would like to speak with someone regarding Enterprises thoughts on help me understand why this happened and if they are going anything for the victims other this bait and switch scandal.

I have been a longtime customer of Enterprise, but this experience has certainly ended that relationship. At any rate after about an hour, I gave up and headed home, which was about a 40 minute walk as I had been dropped off by friends. Try to complain to someone at Enterprise and you don't get far. Check their website and try to find someone to contact about a complaint is an Impossibility. Won't be using Gresham Enterprise any longer - they have lost a longtime customer, but I am sure that doesn't matter to them.

5 days later on a Wednesday morning, I got a call from Enterprise of Puyallup informing me that I damaged the vehicle. I thought they had the wrong number and I soon came to realize that yes, they were speaking of the same vehicle I rented and dropped off. I was beside myself and was VERY angry that they could call me and so flippantly tell me that they were going to call my insurance company etc. and that they knew of my 500.00 dollar deductible and that I could just pay them that, no problem and for damage I had nothing to do with! I immediately drove down to see this damage to the car thinking that it was going to be some minor scrape that I may have neglected to circle on my inspection form. Boy was a WRONG! There was substantial scraping to the right front passengers side bumper. I also received a damage report stating that damage had occurred on the 3rd of September and I didn't have the car that date. It was in Enterprises possession! Why did Enterprise of Puyallup wait so long to inform me of damages??? I also learned that a new employee had come to pick up the car on Tuesday the 2nd. Sara told me that the car was not picked up on Tuesday because we were short staffed. Something is not adding up.

There was no way I would have overlooked that kind of damage and the car was parked in such a way that the damage only could have happened if the car was moved after I had dropped off the car that Friday. I tried to do my own investigations to see who had done the damage to the vehicle but I got stonewalled by the manager, Sara. She said she would call me back about the incident but its been a month now. I had reported the damage to my insurance company to let them know that I was NOT in any way responsible for the damage. They have a record of me calling regarding this 4 times now and not one contact from Enterprise. I just received a bill from Enterprise in the amount of just under $1,000.00.

The Cornforth offered and attempted to try to repair the vehicle but their efforts were not good enough for Enterprise. Meanwhile my insurance company is still waiting to hear from Enterprise. I have read several articles about this same, what seems like a scam on the part of Enterprise to bill their unsuspecting customers and insurance companies of their hard earned money. I am waiting for a district rep to call me regarding this matter.

I am a disabled man and walk with a cane. She said for me to sit down and she would talk to a manager, she then said they would get me a car. I have called enterprise headquarters over 10-15 time and all they tell me is sorry. I had polio when I was small and walk really bad and to be left all alone in a parking lot where even avis locked their doors was very bad. I just want to know do they treat all handicapped people like this. In this generation of people is this to be tolerated?? Everyone who reads this I hope will contact enterprise and let them know and tell them this is why they have 993 complaints. Thank you.

The location was very busy, with a local car dealer having sent many of its customers to the Enterprise location. The Assistant Manager ** explained the situation to me and stressed that she would get me a car as soon as possible. She called other Columbia Enterprise units to get cars to the patrons there. I know the area very well and was aware that it may take a while.

In about a half-hour, ** told me they had a car for me. Knowing my insurance company was footing the bill and that I had rental coverage, I had requested a sub-compact or compact. ** asked if I would mind a larger car. I replied that would but how much would be the extra charge. She said there would be no additional charge. She showed me the car, a pristine Chevy Malibu in the 2015 body style with bluetooth--the highest trim available. Though the Malibu had 35000 miles on it, It looked absolutely brand-new. Spotless inside and out. She only charged my insurance company 25.99 per day!

I was not pressured into any additional coverages. She explained each option and showed me where to initial where I need to in order to denote the decline. Again, no pressure to sell me the additional services. They did request a one dollar deposit via my debit card. I fully understand that this is needed in case the car is never returned or incurred beyond what my insurance is contracted to pay.

When my collision repair facility was ready for me to pick up my car, I asked if I had to return the car to Enterprise, and the collision repair CSM said that they had already called Enterprise for pickup at their location. Within one minute, a well-dressed, polite man from Enterprise picked up my rental. THE NEXT DAY I was credited the one dollar on my bank statement. How can you beat that!

So we go along with it even though it wasn't what they said on the phone. Come back at 5:30 and it was as though the first time in there the guy did nothing, they couldn't even find her name in the system. We go through all the things again, again a 30 minute process. Then the $150 cash she brought was of no use like she had monopoly money. They only take cards and don't bother to tell you ahead of time or even when we were there the first time. So I produce a card that they can bill the $150 to. They said that was all they needed - insurance was to pick up the rest and reimburse the $150.

We had the car 15 days then they call us on a Monday saying insurance denied liability last Thursday like we were supposed to know that. They hit my checking account for a total of $460 (running it $200 overdraft - luckily I had money in another account). We ran the car right back like we would have Thursday if they would have told us. She couldn't get in contact with the insurance (a whole other issue). When she did the case was still open, we should still have the car and sent us back down there. I called and they said they could figure out the extra $310 they billed me.

I reluctantly agreed to get the car again. This time the bill is covered nothing needed from her. She again drove all the way into town. I took off early from work to make it by 6. We get there and the first thing I brought up was getting at least the $310 back that was mistakenly billed to us. (Not to mention they had misinterpreted the letter from the insurance and freaked us out.) The guy at the counter says, "Okay ya, we'll look at that in a second. Let’s get this car rental going." He didn't take all that long this time but then wanted a $50 deposit not mentioned by anyone prior. I said that seems weird but when I get that money back I can do that I guess.

He then looks both my payments up and says, "Ya you were billed on these dates for the rental." Like that answered everything? The insurance is paying for the rental not I. "Oh we can't do refunds." Even though they screwed up and shouldn't have billed me the answer is "oh well you got that $50 deposit." Ya so you can overbill and overdraft another account - that would be brilliant on my part. I already showed them the overdraft letter from bank. I said some not so choice words and we left.

It's absolutely amazing to me that a place who pretends to have great customer service can just absolutely run over a client like that. They can get their money from the insurance - instead, they closed it prematurely and then wouldn't even waive the $50 deposit when we were somehow willing to step foot back in the place! Renting a car is supposed to be a pleasant experience. This is not the first rental we've done from another branch (it is the first time insurance is covering it though). Thank you Enterprise for having added tremendously to our stress. She already got hit by a stop sign runner, then is hurt, then they rob us blind and tell us politely where to stick it. I'll walk before I ever go to Enterprise again.

After waiting another 30 minutes, the car was ready. Elaina and I went to the car and Elaina did not want to do an inspection. She wanted to just give me the keys. I asked her to look at the car to make sure any damage was recorded. Everything I found, she said that they didn't meet the Enterprise standards of being considered damage and that I shouldn't worry about it. After only looking at half the car, she was again ready to give me the keys. I then asked her if we could check the front of the car. I asked her if she saw anything that would be considered damage to which she said no.

As a side note, she never offered me any insurance (especially the insurance for an additional $25 per day to cover any damage) but made me sign my initials all over the rental document. I specifically state this because when I rented another car when I came back 3 weeks later from the same airport, the person who checked me out offered me insurance for $25 to cover any damage, which I did take. I then drove the car 10 minutes to my home and packed up the car with our luggage. We left for Philadelphia International Airport not too long after.

My husband and I drove 2.5 hours directly to Philadelphia International airport. When we arrived, we pulled up to a line of cars and was asked to get out of the car. A gentleman (do not know his name) came around to inspect the car. He finished inspecting and told us the car looked good and that we should go inside to get some papers and be on our way. As I was walking to the office, I was called over by another gentleman and asked to come back to the car. He then proceeded to tell me that there was an area on the front right side of the hood that had damage. I looked at the hood and saw no damage. He said that because I don't have a "trained eye", I couldn't see the damage.

I then proceeded to take pictures of the "damaged" area he pointed out and called Elaina (the person who rented me the car in Maryland). I told her that this manager (he said he was a manager) said there was damage to the car and I didn't understand what he was talking about because she told me that there was no damage to the car. She said that she didn't understand why he was saying there was damage and asked to speak with him on my cell phone.

The two of them proceeded to speak and he said that it was Enterprise policy that a manager inspect the car if it's a one way drop off and that he saw damage and he was going to fill out a claim report. I proceeded to tell him that I drove the car directly from MD to Philadelphia airport and that I didn't damage the car. He didn't care and made me sign a claim form that he filled out. On this form, he put down "dent on front right hood". I then wrote an explanation on the bottom stating that I disputed this claim. And again, he made me sign this document.

I spoke with Elaina after I left the airport and she assured me that she would take care of this and that I shouldn't worry about it because I didn't damage the car. This issue was not taken care of as I received a letter stating that I was found to be responsible for the damage. I then called Enterprise to dispute the claim to which nothing happened. I then received another letter dated September 15, 2014 stating that I am responsible for the damage of the car and attached was an estimate and pictures. (Side note - I sent a picture of the "damage" to Elaina right when the manager told me that there was damage but the pictures they sent were totally different and they circled areas of the car that had no damage but were fixed by a mechanic before I was even notified of their claim against me.)

The estimate is for $979.00 and the damage that is stated includes multiple areas (none of which were presented to me on August 5th at the airport). The estimate states that there is damage to both sides of the fenders, both headlamps and both sides of the hood. As I stated above, the only "damage" that was told to me was an area on the front right side of the hood (which again, I did not see). Enterprise is engaging in bad business behavior when they accuse a customer of damaging a car (which they didn't). And by making up more damage that wasn't even presented to the customer and then charging almost $1000 to fix the car... that is stealing and a criminal activity.

Original Review: Sept. 21, 2014

Insurance rented a car for my wife. When she went to pick it up, Brandon set her up with a car. He made her feel that she really needed the insurance and lead her to believe that the cost would be $25 and had her to initial the 4 boxes on the contract. After she initialed the contract, he went back and wrote in the rental information. When she returned the rental 11 days later they informed her that she owed $275 enough to cover a car for 6 months on a regular policy. He was very smug and uncourteous when she tried to talked to him about it. Finally he agreed split the cost 50-50.

When I called to pay he put me on hold, finally came back and said they were busy that would have someone call me back. I explained that I had stuff that I needed to do and please have them call me as soon as someone was available. Finally after an hour and a half I finally called them back and told him I was a customer too and that I was trying to settle the account. He was a total jerk on the phone, said he did not agree to a 50-50 split that he would only accept payment for 6 days and not 50-50. Rather than escalate it any further I told him to bill the card he had on file. I don't know if this is how their people are instructed to treat customers but they really impressed me as a company that is focused on swindling the customer and will do what it takes to pull it off.

What to do, what to do... well, first I cancelled my company's contract with Enterprise. I have this thing about withholding rewards from scammers. Second, I did a little Googling ("enterprise hail scam" - you'll very quickly see what I mean) to reveal the pattern and establish a basis for future claims. Third, I called the National Climatic Data Center (ncdc.noaa.gov/customer-s) and requested a certified timeline of weather events in the region where the car traveled (the NCDC is a group of super people and their reports are both very detailed and viewed as expert evidence during litigation). Fourth, I penned a cordial letter to Pamela Anderson, the President and COO of Enterprise, asking her to take a hard look at some of the activities in this office - I made sure to include the names and details of the people I dealt with. She promotes a "do the right thing" policy... so let's see what she thinks of this practice.

I called my insurance company to alert them to expect a claim from Enterprise. Though the Office Manager promised to hold back any claim before 'his boss' had a chance to speak with me, in fact they had immediately filed a claim and my agent already had it in her hand. Does that sound like a company trying to honestly get to the bottom of things and find out the facts before acting? Well, by now you've Googled and already know the answer.

Since apparently this pattern is widespread within Enterprise the problem might be a corporate policy of revenue generation, or it could just be a couple of numb nut local managers trying to pump up the books - if the latter, Enterprise corporate needs to know so the problem can be redressed. In any large company it can be very hard to control satellite offices - that's a COO's responsibility and they deserve a chance to correct things.

I take full responsibility for any damage I cause to a vehicle I rent, and I do everything I can to take care of a rental car in my possession. But I fiercely defend against a wrong and encourage everyone to do the same. I hope this helps you to steer clear of this company. And if Enterprise endorses this pattern and fails to quickly withdraw this claim, I will be sure the full record is made available.

I will NEVER, EVER, use expedia or enterprise ever again. Wrong address, no one on the phone to talk to, only a computer, and when I just tried now to call expedia, they hung up on me! I called Enterprise and she said she worked that day but they close at 1 PM and, oh by the way, "yes, that's the wrong address, wish they would change it"? YOU DROPPED THE BALL, ENTERPRISE!!!!!!

Original Review: Sept. 16, 2014

I rented a car and I paid for 2 types of upgraded insurance as well as roadside assistance. Well I didn't even make it out of my city when I started noticing the ac was blowing hot and fogging my windows. I thought it was just not up high enough. By the time I got to the next state it had done this so many times I was roasting. I called my rental location and he advised me to go to an enterprise and switch cars since I did have the coverage. I found the closest location about 10 miles out of my way and went there.

When I got there, I explained to him everything and he said well I don't have any cars. He told me I could sit and wait while they took it to a mechanic or go to another location. I asked if he could call that location and he said he couldn't do that but if I went to the airport they have plenty of cars. When I asked for that address he said he didn't know it and to drive down the road to Man o something and turn right. He left out 15 miles away and multiple right and left turns but I finally with the help of my GPS found the airport. It gets worse.

I drive all the way there they have at least 10 plus other cars. I wait in line for 15 min explain to the lady my situation. She informs me that she will have to get manager approval. He had just walked up and took the next and only other person in line but she interrupts him to ask and she don't explain anything to him but he immediately says no I don't have the inventory to do a switch out. Great now I have wasted a good hour of going out of my way, not to mention gas for absolutely nothing!

I left and called the original location and they apologized and said they would give me a 10% discount (which was only off the rental not all the extras that ended up being less then what I paid for the cost of road side assistance by the way). Oh and if I wanted to I could call roadside assistance and they could come and get me and take me to get a car. Ya just what I had time for sitting on the side of a road waiting for someone to get me then take me to another location that would probably not do anything! Needless to say I was so hot and miserable for 3 days I will never even think about using them again and will no longer recommend them like I did in the past.

What I am going to tell you, you will not believe me. On Monday 09/02/2014, I went and returned the rental car at Maple parking and dropped keys on box so Tuesday they can pick it up. But by my big surprise the thief manager call me at 2:10 pm to notified me of serious damages on passenger side. And the car was immediately remove to body shop to be fix. I asked for pictures and there were no one, but my be lovely thief ** manager told me all proofs will be submit to me. Not pictures, not protocol from parking where probably damage was occur, not Police report because the character of damage was very remarkable and terrific criminal act.

One week later I received a pictures of damage car. On one pictures you can see very easily 5 big damage on car, but the next pictures on the same side there are only one damage on pictures. 4 others are completely vanish. The body shop where the car was repair is located at 3205 W Howard street, and Enterprise A Car rental is located at 3209 W Howard street. Both body shop repair and Enterprise share the same parking. From the beginning every evidence they sent me are fake. Please if anyone of you know a good lawyer please advise me because I will not pay a bill of $1000 for scam manager.

The next day I get a phone call stating there was minor damage to the vehicle. To quote what was said, "There's a tiny scratch underneath the back left bumper." First off, I did not check underneath the back bumper when I first rented the vehicle, nor did the employee who rented me the car. I guess I learned the hard way to take pictures of the vehicle before renting it and also not to leave the car at the body shop to be picked up, because who knows what kind of scam will be pulled.

I called back several times to speak to a manager about this and when I finally got a hold of someone they told me not to worry about it. That this was just a little scratch that would be considered normal wear and tear because it was so insignificant. This was on August 12, 2014. I never heard a word from anyone else since. Then I get a letter over the weekend in the mail from Enterprise about a claim for the "damage." I call the number on the letter and the person I spoke to says I need to call the local branch and speak to Adam because he has been "trying to get a hold of me and left several messages."

No such calls were EVER made. I have received no calls or messages. I have since called the local branch to speak to Adam TWICE. And each time he told me to call back because he was having a busy morning! What sense does this make?! A customer calling for service to resolve a matter and being told to call back at a later time?! This is completely unacceptable and is starting to feel like a scam. I will not be held responsible for "damage" to the car when it was not in my possession or my fault. Nothing happened to that car when I had it; it was in the exact same condition as it was when I rented it.

And the way this entire matter has been handled is outrageous. Claiming that you have been trying to get a hold of me when I can prove through call records no calls or messages were ever received. And then to keep telling me to call back when I'm trying to resolve the matter?! I just tried calling back the number listed on the claim and the automated messages says to call back after lunch hours? Seriously. There aren't people to man the phones during lunch hours? What kind of service is this? HORRIBLE service and SHADY claims practices.

A day later we had a flat and there was nothing anyone would do to help. We drove several hundred kilometers out of our way (at the suggestion of the hapless Locauto rep) to Bologna only to wait for over an hour (people returning cars were throwing them at the poor fellow behind the desk) and then to be given a filthy car, half the size of our needs, which we were glad to have after losing a day to the car issues. Then at return we were charged for the flat, ON TOP of the insurance, and with no adjustment for the smaller car. All calls and letters render only quotes from the contract. There is simply no one willing or able to see fairness. Do not expose yourself. They are a mess.

From past experience with Enterprise, when you make a reservation for a mid-size car, when you arrive to pick up - the car is not mid-sized and the sales rep tries to tell you it is an "upgrade." Generally, Enterprise cars never look as though the interior has been cleaned out. Last Enterprise experience, the passenger seat was broken and all seats were stained. Fun ride for 6 hours in a broken seat. Just typical of Enterprise's poor service. Today branch manager could not bring himself to say "please, thank you, yes ma'am, or no ma'am." He did have "yeah" down quite well and seemed quite pleased with himself when he told me that he had the authority to refuse to provide me with a rental car because I advised that I was unwilling to drive a mini-van without his promise that as soon as a sedan was available, I would be able to exchange the mini-van for a vehicle that I preferred to drive. And, while my insurance company is paying for the car rental, ultimately it is MY money.

I have advised of my insurance company Enterprise’s "attitude" and have sent an e-mail to the CEO of Enterprise. Will see how effective that is. Hertz made the rental process simple and the rep listened to my needs and did not try to put me into a vehicle that cost over double what my insurance would be pay or attempt to make me take a vehicle that I did not want to drive. So glad that the "branch manager" was rude and arrogant because moving forward Hertz will get my rental car business. Enterprise's branch managers need to take a course in customer service.

When the car was to be returned I call and asked if a agent can bring me to my residence because my POV was still not ready and the agent told me yes. When I got there this same agent refused to bring me home and I got very upset to the point where another agent brought me home. The experience I had with Enterprise was past horrible and I will never use or recommend anyone to use this rental company.

Original Review: Sept. 5, 2014

The car dealership paid for the rental but still I would have been better off walking to work. I recommend walking over renting a car from enterprise even if the dealer is paying for it. The car smelled like cigarette smoke, and no one even bothered to press the button on the dash that shuts off the re-circulation of the air mode. I was in a rush to get to work so I didn't have time to say anything about that. I had an appointment to drop off my car to be repaired at 9 AM and I had to be at work by 10 AM. I just opened the windows, turned the air re-circulation off and went to work.

Even though the car dealer paid for the rental itself, enterprise still tries to get you to pay around $14 because if a scratch gets on the car you will have to pay for it unless you pay the $14. I decided not to pay the $14 because all I needed the car for was to go to work and back one time. Since I didn't pay the $14 they recommended that I bring the car directly back to them instead of bringing it to the dealer, because If something happened to the car between the time when I brought it back to the dealer and when they received the car, I would still be held accountable for it.

I brought it back directly to them without a scratch and I got a ride back to the dealer and my wife was now with me. I asked if my wife could be dropped off at a location on the way between enterprise and the dealer. They said that they couldn't do that. Then I told them about the car smelling like smoke. They said that it doesn't do any good to tell them about the smoke after I have already dropped off the car. Apparently, they're not interested in airing out the car for the next person who might get in the car either. My advise to you is just walk. The exercise will be good for you, and avoiding the stress of being a enterprise customer will be even better for you.

I only drove the car to/from work and parked the car in my garage every night. When checking the car out we walked around the vehicle and there were dents and scratches all around the vehicle. The guy never looked at the roof. One thing I do know is 2-3 weeks before I rented the vehicle we had a bad hail storm in the area. Enterprise filed a claim against me with Progressive. Progressive said their "Subrogation department” works with Enterprise to handle claims and repairs. The damages that I have never seen were repaired.

They told me they would ask their manager about whether to file a claim. I asked them to wait until I talked to the agent who gave me the SUV. They agreed. I tried calling the agent but could not find him. Yet, right in the afternoon, I received a call from my insurance telling me that Enterprise had filed a claim. I called the Enterprise office asked why not live up to their promise, they denied what they agreed. I tried again calling the agent, they told me he was working in the office around Dayton mall area. I call that office, a lady told me that he was out for lunch. An hour or so later, I called again, a gentleman told me the agent was not working in that office at Dayton mall area that day. Days later, I received a letter asking me to pay $924 for the damage. What a shameful company!!!

My Accident claim was settled and my insurance company paid $480 to Enterprise. I thought this was the end, but one month later, I receive a charge of $398.55 on my credit card. To make a long story short, my 20-year-old grandson picked up the car for me and somehow what I had agreed to over the phone with the salesperson changed. He had my grandson accept an optional damage waiver, which led to an additional charge on my credit card of $398.55 for 16 days of car rental. That means between my insurance company and myself, Enterprise received $878.55.

I find this way of doing business very deceptive. Since this was my credit card and I did not agree to this, I wonder if anything could be done. My grandson is not a signer on my account, but I did give Enterprise the permission to accept my card given by him.

I am very sure HERTZ will beat so called Business and cheap rental cars firm 'Enterprise'. Looks like all Enterprise employees are so cheap and mean. They are increasing the car rental prices and telling us giving the weekend deals and so no discount. It's CHEATING customers. They are there just for GREEDY BUSINESS. Dear friends, DON’T EVER RENT A CAR FROM ANY ENTERPRISE and especially, Central Illinois - PEORIA's W Pioneer Dr. Enterprise car rentals. Thanks.

I went to another store and asked for a car. In the beginning he didn't have a car but as customers were coming they were giving free upgrades. He finally said he had a car for us and I told him it was too small so I got the next size up and had to pay the upgrade. As we got in the car it smelled of cat urine, seats were dirty, then had a chip on the wheelchair. I needed a car so I wouldn't miss another day of work so I took it. I called the store to get the DM number and the manager refused until I gave my information then his story changed. We rent cars every time we go on vacation and would NEVER use Enterprise!!!

At the time of reservation, I was going to pick the car up on the 28th of August. Fearing that there could be a flight delay and the rental office is open only till 11.30pm according to the website, I changed my pick up time to the next morning. The rental went UP by $100+! I was told that Enterprise would deliver my rental car to my hotel, the ONLY rental company that does so from Pearson Airport to Alt Hotel. Called 3 times to arrange but no one answered the phone. I finally went down. There were 4 staff there and no other customers - wondered why no one answered the phone! Customer Service was non-existent.

A staff member took me to the car when all paperwork had been settled. His tone was curt, when I declined the insurance, the tone of his voice turned threatening even, "Should anything happen, we'll charge you up to the value of the car." I was given an old Nissan that has 50,000+ km on it! And to think that I was threatened for the full value of the car! Never again, Enterprise.

When requesting the 3rd party to explain the situation that my uncle was murdered and my card was stolen on the day of the funeral maybe I could get this money back. I was told ABSOLUTELY NOT!! Do not use Enterprise in Beacon, Dutchess County or another location, they will pick you up and place you in a dump truck and throw you in a cement mix. They are rental car company who has no interest in customers, only to cheat customers who are GRIEVING. Additionally, do not believe them when they tell you, you need insurance. They are not paying third party. They are earning credit and extra money as an office. They make no money off of you renting the car. They make the bulk of their money off of rental insurance!!

To make a long story short: Enterprise picked us up in the tiny car (Hyundai Elantra) they were renting to us. At the location we were told to walk around to inspect for damages. As we were looking at the vehicle the agent kept trying to distract us through conversation. He asked us questions about the accident and made small talk. Both my husband and I pointed out small scratches/dents/dings on the vehicle. The agent assured us that they were within normal wear and tear. We asked if there was any other vehicle available given all the dings etc and given the fact that we normally drive something much larger. We were told the only way we could upgrade was if we were willing to pay an additional $45 a day out of our own pocket. We said no as we were renting due to an accident, we don't have tons of money to throw around.

When we returned the vehicle we were told we would be responsible for all those dings/scratches etc. The location manager insisted that my husband had caused the damages. She said there'd be no way they wouldn't have marked them on the agreement. The rental agent admitted that he'd seen some of the dings and had not written them down. The manager then said too bad, we're responsible. She then demanded we give them $500 which we refused.

My husband was very upset. He argued with the rental people explaining we had not had an accident in the rental and that he was not responsible for the damages. We eventually left and for weeks heard nothing. Today we received a bill in the mail for over $1000!!! I will be contacting our attorney, the Pennsylvania AG's office and the PA office of insurance fraud. I don't know that anything will come of it seeing all the complaints about Enterprise online but I'm going to try to fight this. Please, if you need to rent a car do yourself a favour and DO NOT rent from these people.

I left all identifying information and have still not received a return call and it has now been FIVE HOURS! Fortunately, my wife of 30+ years is home safely WITH NO ASSISTANCE FROM ENTERPRISE!!!! YOU PEOPLE ARE FRAUDS, YOU OVERCHARGE, YOUR STAFF LIES AND I WILL NOW BE ON A MISSION TO SEE YOUR BUSINESS IN THIS PART OF COLORADO DISAPPEARS. I will be calling law enforcement first thing tomorrow before I visit your local office to ensure that I exercise appropriate self restraint when I bring this to the local manager's attention. May your CEO's wife have the same experience. Love and kisses you incompetent, non-responsive, lying fools!

On inspection the local operative asked me if I was aware of damage to the roof. I advised I would need assistance to inspect as I am elderly and disabled. Assistance provided, I was able to see a small crease approx. a foot long. There was no paint breakage. I was adamant that this damage must have been present at the time of my renting. On initially renting I was of course asked to inspect the vehicle, no mention was made by the operative to inspect the roof which is not visible from ground level!!! And I stupidly in hindsight never gave it a thought.

At approx. six fifteen later that day I received a phone call from the Bradford manager holding me responsible for the damage!!! He then subtracted six hundred and ninety pounds from my account and confirmed keeping the deposit previously paid. The following morning a Saturday, I immediately returned to Scunthorpe {60 miles} to take photographs of this minor crease. I then on Monday morning hand delivered a letter to the manager of the Bradford branch. I was advised he would be in Tuesday. My letter asked that he peruse the photographs as the damage being so negligible it had probably been missed. By Thursday I had not received a call. I visited a second Bradford branch to obtain the name address and tel.no. of their regional director. The young lady refused to impart this information without an explanation.

On hearing my story she wished me to contact the regional manager. I advised I wished to bypass this level as they would undoubtedly be friends. She was adamant that the regional manager would be impartial. I phoned the next day, left a message, on returning my call I asked if he was aware of my complaint. He answered yes as Bradford had faxed him a copy of my letter delivered Monday. He then explained the Bradford manager was not ignoring me, he was still away. Why no phone call to explain this?

On again Confirming that I was not responsible for the damage I stated that surely there was a duty of care to advise a roof inspection with assistance if needed. Please mark this!!! The area manager's reply was to liken my having missed this damage to someone missing a chipped windscreen!!!! This immediately alerted me to the intelligence level I was dealing with. He said he would investigate and come back to me in a few days. A week later the Bradford manager phoned me to advise they were satisfied the damage had occurred whilst I Had the van. I never expected any other outcome after my conversation with the regional manager. I Have now written to the regional manager asking him to put in writing their reasons for their decision as A phone call is unsatisfactory and unprofessional.

I have today received An Enterprise statement showing the repair cost at Seven Hundred and ninety pounds and 45 Pence!!! I now intend to take the roof photographs to a number of body shops as I strongly suspect profiteering. I have now instructed solicitors to seek recovery through the court. In closing, On looking on the Enterprise corporate website they state customer service paramount!!! Also I discover I am not alone in being scammed!!! The business starter must be spinning in his grave!!!

I received the vehicle and drove no more than 25 minutes before we saw a low tire pressure light on the Ford Focus we had reserved. I stopped at a gas station and checked the tires. One looked a bit low. It was rated at 51 PSI and was down to 30 PSI so I put some air in that tire and pressed on with our eight hour drive. Two hours later, when we had reached Athens, TX, the low tire pressure light came on yet again. I check the car and this time the other rear tire was about 20 PSI low on air. I listened for hissing noises on both rear tires, kicked them a few times and not hearing or seeing anything out of place like obvious nail heads, I pressed on assuming bad luck.

Another hour later we reach HWY 20. No sooner do we hit the 75 mph speed limit but we get another low tire pressure warning. At this point, I'm convinced there's a slow leak in the tires and not just the usual poor maintenance of the rental vehicle. I call Roadside assistance and they tell me that if I can get the vehicle to a Firestone location, then they can assist me and get my car back on the road. So I do what she suggest. I fill the tires up for the third time and carefully limp the car another half hour to a Firestone in Longview, Texas.

The Firestone in Longview Texas is absolutely packed with customers. There is a two hour wait just to inspect my tires. So I wait the two hours for them to look at the vehicle and they inform me that it's not just a nail, but that both of my back tires are full of what looks like windshield glass, as if the car has been driven through the scene of an accident. At this point my mind is blown. We drove through nothing even remotely like what was described and had begun having issue with the vehicle within 20 minutes of driving away with it. The employee at the Enterprise where I had rented the vehicle from did, however, tell me that the vehicle I was picking up was an "overnight" drop-off and they were already cleaning it up.

This leads me to believe that the previous renter knew they had glass in their tires, filled them up with air and dropped the car off at the location very close to when they opened in the hopes that the tires wouldn't be blamed on them. This is, of course, just my opinion but there's no way that I drove through a broken windshield and only punctured both rear tires. My story doesn't end here. It gets worse. Far far worse. The Firestone, which is Enterprise Rental Car's primary service provider, calls up the Roadside Assistance number and tells them that they need to authorize replacing two rear tires at $187. Roadside Assistance promptly refuses and tells them to bill the customer.

I'm totally blown away by this response so I call them myself and this time I get a different customer service employee and she tells me that if I had experience one flat tire, then I would have to pay for it, but that two flat tires at the same time are considered an "accident" by Enterprise and that they will cover it. However, they can't authorize the charge unless the location where I rented from says they'll accept authorization and since the location I rented from is currently closed, I'll have to wait until Monday for authorization or pay for the tires on my own. My mind is blown. Enterprise is a national chain with thousands of rental locations all over the United States, but there's no regional service manager that can authorize charges when local locations are closed for the day?

I tell her that I'm not accepting responsibility for these tires, and that by paying for them I'll be accepting responsibility and I'll never receive a reimbursement. I ask her what else she can do for me and she says the only other option is to swap cars with me. So I tell her that's fine where's the local location. At this point she informs me that the closes open location to where I am is the Airport location at Shreveport LA which is an hour away, but they'll need two and a half hours to tow a new car to me and take the one I have now back.

This is acceptable to me, so I tell her to go ahead and set that up. Three hours later there is still no car and Firestone has just closed their doors for the evening. I call back to Roadside Assistance and they tell me that they aren't sure what happened and they're not sure where my car is, but if I'll please hold, then they'll find out for me. I sit on hold for over half an hour. When they finally call back they tell me that the first service provider they called had cancelled and wouldn't be able to tow me a new car. I ask them why I'm only hearing about this three and a half hours later, and they don't have an answer for me, but then she says something odd this time; "This time we're calling a local towing service in Shreveport to bring you a vehicle".

So I cut her off and I ask, "What do you mean a local towing service, isn't that who you called the first time?" She informs me that the last service representative I had spoken with had called a towing company in Euless, Texas to pick up the car in Shreveport and then drive it out to me. Euless, Texas is on the west side of Dallas. It's a 3 hour drive minimum from there to Shreveport and another hour drive back to Longview. Not only that, but the towing service would have had to drive back to Shreveport a second time to take the broken car back and then drive another 3 hours back to Euless, Texas. So after realizing that they would have to drive for more than six hours for one customer, they had cancelled.

Yet again. My mind is reeling from this. The Roadside Assistance employee called a wrecker service that was three hours from Shreveport and asked them to make a 8-9 hour drive to swap cars and then told me I would have a car in three hours. Do they not have maps in their office? Do they just have a list of phone numbers on a wall and think that Euless, Texas only looks like a couple inches on my map of America so it can't be that far of a drive! Enterprise then did nothing. The towing company cancelled and they didn't immediately set up a new provider and they didn't call me, the customer, sitting and waiting for a new car. They simply forgot about us until I called three hours later wondering where my car was, and then they panicked and tried to get another tow service to pick up a car.

Now my wife and I are back to waiting another three hours for car from Shreveport. An hour into our second three hour wait we get a call from the Wrecker Service. It's a very kind lady named Millie on a conference call with Roadside Assistance and she informs me that Airport location at Shreveport is now closed and she can't get a car. Millie did everything she could to help me at this point from asking the Roadside Assistance folks to send an employee to open the gate for her and when they said no they couldn't call an employee back, she suggested they could at least put me in a hotel for the night. Mysteriously our phone call was dropped at this point.

I call back to RA again. I ask the lady on the phone what they can do to help me now that Shreveport is closed. She literally tells me, "I'm sorry sir, but there's nothing else we can do for you tonight". I melted down. I'm not even sure what I yelled into the phone for the next few minutes, but my wife told me she was genuinely terrified and had never seen me that angry before in our fourteen years of marriage and she's absolutely correct. I have never felt so abused, lied to and abandoned by any company I've ever encountered in my entire life. The next phone call I get a few minutes later is RA's "concierge service" who tell me that since there's nothing they can do to fix my car, then they can put me in a hotel for the evening. I tell them that nothing less than the nicest hotel in Longview will do after what I've had to go through, and so they offer me a room at the Holiday Inn Express.

I don't argue, but a quick check of hotels in Longview after the fact reveals several nicer hotels than the HIX, but I'm guessing that they have an account with HIX so they didn't have to pay as much. I'm going to lose my non-refundable platinum points that I spent to reserve a suite at the Comfort Suites in Vicksburg that night and I'm going to get an ashtray smelling room in a HIX in exchange. Not only that, but rather than a cab to the hotel, they have sent a local wrecker to pick up the broken vehicle and pick it up and they ask me if I mind letting the wrecker service drop me off at the hotel. I tell them I'd rather have a cab and they remind me that I will need to give the keys to wrecker when he shows up and they can't be sure that he'll show up before the taxi. I'm about to melt down again but I agree out of exhaustion. Thirty minutes later the wrecker shows up, takes the keys and drops me and the wife off at the hotel.

I call Roadside Assistance one more time from the hotel to ask them what to do about getting a car to the hotel in the morning and they tell me that they can't do anything else for me tonight, but call back in the morning and they'll get the ball rolling on getting me a new car. I'm exhausted, angry and defeated at this point so I simply go to sleep rather than argue about how completely irresponsible they're being by shoving me on to the next shift rather than passing my information on to the next shift and making sure I have a car as soon as possible after a location opens up. I wake up and call RA again at 7 am. As I suspected they know nothing about my situation and no one is working my case, so I explain the situation to the next shift and they tell me that they'll send a car from Dallas and that I'll have it in an hour and a half.

I'm literally laughing at this point in disbelief. There's no way to get a car from Dallas to Longview in an hour and a half without a time machine but I humor her and tell her we'll be waiting. Two hours later, I make another exasperated call to RA. I'm not even joking when I say that they put me on hold for half an hour again, just to come back and tell me that they sent the email to the Dallas airport manager, but the manager didn't read the email until just now and that a towing service has been dispatched. Then she literally, I'm not even kidding, tells me that I'll have a car in twenty minutes. As if 1.5 hours from Dallas isn't already absurd. They sent an email. They sent an EMAIL! I've been stranded in Longview, Texas for twenty hours and instead of calling the Dallas manager and relaying the urgency of my situation, they sent an email which didn't even get seen until two hours after they sent it.

At this point I could have bent two inch steel bars in half with my bare hands I was so angry. Then I receive a call from the Dallas manger who tells me she's terribly sorry for the issues I've been having and that she has authorized a double upgrade from a Ford Focus to a Chevy Malibu. Aside from the personal choice that I in no way would ever once consider going from any model Ford to any Model Chevy an "Upgrade", but that was all she would offer after her incompetence had left me stranded for several more hours. The next phone call I receive, and I wish I was joking, was from the wrecker service trying to pick the car up from Dallas. He tells me that Dallas will not release the vehicle to him because they can't find the broken vehicle that was towed the night before. I just got off the phone with the the Dallas manager who told me that my car was on the way, and then I find out she's lying because she won't even give the vehicle to the wrecker service! !

I call RA back and promptly tell them to put my vehicle on the wrecker and that it's not my problem where they towed the other vehicle. No kidding, they tell me they can't release the vehicle to me and do I remember the name of the towing company that picked up the other vehicle. They ask ME to tell THEM who THEY called to pick up the other vehicle. Between my wife and I, we finally figure out which company it was and tell them. They call that company and find out where the vehicle was towed and the finally release the vehicle in Dallas. So on top of stranding me for 21 hours in Longview, Texas, they accuse me of some kind of egg shell scheme to steal a car from them. So let's just insult me too while we're at it.

Now I'm not just a worthless customer that only deserves email attention, but I'm also stealing their cars. If I had any more capacity for anger at this point I would have melted down again, but all I can do at this point is submit to the corporate machine that is slowly stealing my soul. Finally, after spending 24 hours trapped in Longview, Texas, the wrecker shows up at the Hotel with my "double upgrade" Chevy Malibu. I've spent over four hours of my cell phone minutes talking to Roadside Assistance. I've lost thousands of saved up hotel points. I've spent nine hours sitting in front of a Firestone that had the two tires ready and waiting to go on my car. I've also lost a lot of my faith in humanity along with some of my sanity. My Father and kids couldn't wait any longer, so they ended up driving the rest of the way from Vicksburg Mississippi to Longview, Texas to make the exchange with my children.

So now his trip home ended up being twelve hours instead of eight. Not only was I stranded for 24 hours, but my father was also severely inconvenienced by RA's complete and total incompetence. This morning I went to return the vehicle to my local service center. I asked to speak privately with the manager. I told him my situation in great detail and all that he would offer to me was to nullify my charges so that I didn't owe anything for the rental. Instead of getting on the phone to his manager, or going even higher than that, and asking "Hey, what can we do for this customer that we screwed over for the past two days?" It was "Hey, when you receive the customer satisfaction survey in your email, don't mention any of this and tell them that your service at our location was fine". He literally said that. I'm not even joking. After everything I told him, he could only think of covering his own hinds parts.

I'm thoroughly disgusted with this company. I feel abandoned, betrayed and maligned by nearly every person I have come in contact with for Enterprise Rental Car. The ONLY helpful person I encountered during the entire ordeal was Millie from the wrecker service in Shreveport, LA. She was the only person who seemed to understand my situation and genuinely wanted to help me in any way she could.

Guess what?! I was denied a vehicle upon arrival to Salt Lake. The manager of the location was told by his management not to offer any one-way vehicles, otherwise there would have been no cars to make money during Christmas. There were plenty of cars on the lot, but they were all reserved for a two-way, more profitable customers. I had a confirmation number. They did not care that I had a confirmed booking, or that I was trying to make it through a snow storm to my son's graduation, neither did they care that the only reason I chose to fly to Boise was to pick up a vehicle.

Three weeks later, after someone finally decided to respond to my complain, a gentleman by the name of Mr. ** offered me 3 free upgrades. It was apparently his way of making fun of me. Would you rent from a company that does not honor you reservation, especially in a critical situation? No way. So I suggested that he keeps his upgrades in house for some other brave customers who dare to rent from Enterprise.

Called roadside, they confirmed the car had recently been in an accident and repaired, same spot. They said put me on with manager, I did, manager listened, said ok, hung up, looked at me with a grin and said, you are paying anyway. I said, 'Call the police', he said 'No, you call the police'. I called my insurance company, relayed the story. They said, 'Put me on with the manager'. They told him "you do not move that car until we get an adjuster there", and then told me go ahead and leave after signing. Upshot, the Enterprise location then billed me, IMMEDIATELY, without the car being looked at, for $480 for the regluing of this part.

I called AMEX and stopped payment, called Enterprise, anyone ever try to get customer service in corporate? There is none. The damage department said they would not step in, even though they also could see that this was previous damage. There was absolutely no assistance, regional rep would not do anything, told me he would get back to me and didn't, although he was also pretty useless, said he backed his employees, and that they did the right thing.

Finally, called NJ AGs office. They started investigation and suddenly Enterprise couldn't wait to credit the money back to my card. Funny how that worked. Never want to use Enterprise again. They have some real crooks working for them, and no recourse within company. Images, 1st shows the glue, second the "impact point", notice no scratches, plastic popped right back in, $480 for "repairs".

It has to be said that the staff at the Bute St location were polite and courteous. The car itself (Mazda 2) was fine and in fact I would have booked a vehicle of this size had the quoted rate been significantly cheaper than for the next class up. My main complaint here is that the insurance charges could easily have been specified on the website. The increased charges caused me some financial stress, which could have been avoided had I known in advance.

When we started packing, The car had not been vacuumed at all and it was so dusty it was unbelievable. We had to clean the car before we could load. Then we went to the gas station to fill up and my husband always checks the oil. It was a quart low and dirty. When we returned from our trip I complained about the condition of the car and all they could say was I owed for the piece of door that blew off. $ took $50 from my refund and that was that. We rent at least 3 times a year. I will NEVER rent from ENTERPRISE again.

The day after I return the car, I received a message saying that they will charge me 1,000 for a damage windscreen due to falling rocks! They send me one picture that where you can spot 2 minor points in the windscreen. I didn't get any falling rocks during my trip and for sure I would never detected this small points when I got the car. After some discussions, they charged me 300! My first and last booking with this company!!

The branch manager made a big show of checking the car thoroughly with my dad. Upon return of the car 3 days later, she went straight to the damage and pointed it out. Even with her pointing, we could not see it until we got really close and compared one side of the car with the other. Once really close, you could also see hairline cracks in the paint with heavy rust underneath, clearly demonstrating that this was old damage. The manager insisted on making a damage report and charged the $250 deductible. We then received a claim for an additional $440 to cover the remainder of the repair. While we were being led by care@enterprise.com to think that our file was being reviewed by upper managers, the claims section charged the additional $440 on my dad's card without authorization, effectively stealing the money from him.

Conclusion: Enterprise rent-a-car are scammers and thieves. Moral of the story: Take lots of photos of the car during the outgoing inspection, from every angle. If you can, get the person doing the inspection with you to stand in some of the photos holding a sign showing the current date and time, just to be absolutely sure. Then, even if you didn't see any damage, the photos will prevent them from passing off preexisting but hard-to-see damage as your responsibility when you return.

The man was so incredibly rude that was "helping" us as he even saw me start to well up about to cry with the thoughts of missing the wedding, just handed me the stupid rental agreement and said in a snarky voice "good luck with that" as we stormed out enraged. No one else was there to even try to help and I would never ever recommend this place to anyone and I am especially glad after reading all of these reviews that we were lucky enough to not be ripped off by this company!!

Nevertheless ** got very frustrated in my questioning him on why I should pay for 2 days as I needed the Car for one night only. It's not our fault that their location is closed in Sunday. The privilege to return on Monday morning should be provided until a certain time so we pay for a day not 2 days as was the case earlier last week, had the car of 4 nights technically on 3 day rental. Enterprise is not very consistent with their policies. That's a recipe for bad taste in the customer's perception, besides the fact that ** at the Ft. Lee branch in New Jersey needs serious training in talking with customers. I could have been told the policy in a better tone not angrily, will not go back there. It's a shame. Irrespective of the fact they have 2 good employees, they lost my business. SAYONARA ENTERPRISE!!

On top of all, they took the liberty of charging my credit card against the claim without even completing the investigation, and they contacted my insurance company without even notifying me. All in all, the unprofessionalism, the fact that they are trying to recover the loss from an innocent customer against their own failure to spotting the damage earlier from whoever was responsible for it, and their unwillingness to bring justice, reflected the POOR quality of the service and completely against their so-called "company value" - we treat our client the way they wanted to be treated... This has been the worst rental experience ever and I would never ever rent from this company and would suggest all other customers stay away from similar, potential unsubstantiated disputes.

I was eventually helped by a good Samaritan who was able to open the back passenger window (I had left it a crack down). I proceeded to drop my car off at Enterprise and sat in the office while the woman (with a bad attitude) went to "check out the car". She told me there was "break in damage" on the front driver side door. I told her that I didn't see any damage. She opened the door to show me the paint inside the door frame (which is NOT a part of the initial customer inspection. Enterprise does not open all the car doors during initial inspection to advise you to notice the paint in the door jam).

I explained to her that for all I know that could have been there before I rented to car as it's NOT PART OF THE INITIAL INSPECTION. She proceeded to tell me she would have to file a claim with my insurance company. She did so. I refused to sign any paperwork that had erroneous damage claims on it and walked out. Later that day, I find that they charged $300 to my credit card! Which I am disputing. What a mess of a company!

Original Review: July 29, 2014

My daughter rented a car from the YQR Regina Airport branch. The car had not been "detailed" - it was filthy inside. But off she went. She returned the car in good condition but nobody would come out and check it over. The next day she was told the windshield was broken and she was being charged. I saw the picture and it was a very serious crack. But was it even her car or just a stock picture they mail to all the younger female drivers? The manager said he could get us a "discount" to make the problem go away. I'm trying to talk to a regional manager but she won't return my calls. Do I call the police? This is a shake down!

Well less than 24 hours later and very few miles on the car, I returned it with a smile, said the car was great, etc. Only to be told that I had scratched the bumper. I argued this and said that under no circumstances did I cause ANY damage to the car. My bank account was immediately robbed of $500 dollars without a WORD. I was told to sign a paper that said I had SEEN the scratches that were pointed out to me. I did, but with the additional wording of "I knew nothing about these scratches". A complaint call was placed and I was told I would be reimbursed within 48 hours. Almost three weeks later... nothing. Will be contacting a lawyer. DO NOT RECOMMEND this company at all!!!!!

Enterprise called me and said the windshield on the driver's side has a crack in it. Well, I see very well, and never saw a so-called crack!! Enterprise is charging me for this crack! Oh! Did I mention the first words from the rep's mouth was how I cancelled the extra insurance which would have covered the glass? WATCH OUT!! This company is a ripoff! Especially for insurance claims. I rented cars from them before and never had a problem. Insurance claims is different, they are looking to make more money.

Once I was able to get the documents emailed and faxed, the car I received was not clean and had a funny urine odor that I was willing to overcome because I needed to get on the road. I wanted to make it to Georgia in time of enough to rest and attend my mother birthday dinner. I left San Antonio and when I made it to Houston, I was at the traffic light and the car shut down and started back up. Within the hour the car shut down and started back up on its own approximately five times, so I decided to return the car because I would not make it in time if I had to wait a couple hours to get a replacement. I returned the car at the location I rented it from the following morning and the young lady at the counter charged me for the one day I had car and for the Insurance and gave me a business card and wrote 10% discount off on my next rental. I was very upset but I don't think I will be doing business with Enterprise anymore.

When we returned the car 8 days later at another location, the people there claimed that there was some type of buckle in the paint on the back bumper and that they were going to make a claim against my brothers insurance for it. We went and looked at the car ourselves, and could find no problem whatsoever. The worker told us that if we ran our finger across the back bumper, we could clearly feel that there was a problem with the paint. We refused to sign that paperwork, because it was a false claim.

This was absolutely ridiculous. These people are out to make false claims against your insurance and are very incompetent when they do an inspection of the car prior to giving it to people. The car had sat in my brother’s driveway for most of the week, minus the one trip to New Jersey to catch the ferry in to New York. However the car was parked in the New Jersey ferry parking lot. Most of the time we had it we only went probably four to five miles away from his house at most, so how in the world could it have possibly got some kind of buckle in the paint? We will never use Enterprise Car Rental again and warn everyone else about this company to never use them.

A couple of months later, they wrote me to tell me that they were going to try and hold me liable for the damage. I wrote them back and told them that I would sue them for sundry wrongdoing if they did. I further asked that they produce all documents pertaining to the accident that the car had been in prior to me renting it, and that they confirm in writing that they had withdrawn their claim against me. They never responded to my letter, but a year later when I tried to rent a car from Alamo (which is apparently a related entity), they said I was on their "do not rent" list. The damage was not my fault, they would not communicate with me about the issue, and then when I tried to call to obtain a meaningful address to write to, they kept me on hold for literally an hour and then just hung up on me.

First let me say that I have rented from this branch several times in the past and I have NEVER authorized charging my credit card!! Furthermore, I specifically stated to the clerk, that I was using my debit card. He never informed me that he was charging me otherwise. When I called the local office to report the issue, I received absolutely NO resolution from the the female on the other end of the phone.

I am writing this negative review to WARN others of how easy it is to ripoff customers. It would have been much cheaper to pay a deposit and rent the vehicle for $39 a day as opposed to renting it for the day and not pay the deposit, which ended up costing me $63 more all because a clerk chose to charge me the way he wanted, and not as he was instructed. I am extremely dissatisfied with the service I received and I feel as though I was ripped off!

My insurance already had made arrangements to pick up the car and I did not have time to switch to another car rental company due to a lack of time and having to get back to work. The supervisor also left me on hold for 7:30 minutes and did not give me the phone number, name, or address to file a complaint. The tape recording I heard while I was on hold said, "Treating our customers the way they deserve to be treated." Well I was not treated the way I deserved!!!!! I was trying to help them out and I got treated badly instead.

When I called enterprise, they said it wasn't against the law to sell that. I said, "But you lied to me and you ran after me and said I couldn't take the car unless I got additional insurance." That is a major scam and I am demanding my money back from them. I spoke to a person who says he is the manager and that he will ask the guy who lied to exactly what happened and they will decide on whether they should give me my money back or not once they speak to him and depending on what he says then they will determine their decision. I am furious and I do want my money back and will go back to enterprise tomorrow and try to get that back into my account. I think that it's illegal to lie to somebody and say they can't take a rental car when they know that they have full coverage and they don't need the additional coverage.

When I asked the gentleman, "Have you checked my policy?" He said, "Yes and you need additional insurance" & I didn't. He never even checked it if that was the case. Then when I signed all the paperwork inside, why didn't they tell me that inside and go over what was needed? Because "he's just a salesman." He hanging around by the cars making sure that you're lying to people telling them that they additional insurance. Also today when I saw that they took the 400 dollars out of my account, and I called the representative at enterprise and said he had said it was $15 a day, she said, "Oh no, cause you took a hybrid, it's 18." Well no one told me that, and I did not ask for a hybrid. They just try to take as much from you as they can by lying to you and that is unacceptable.

The second flag was the amount of paperwork and documentation that I had to go through just to take the rental out. I had to tell them where I was going, the route I would use to get there, the states I planned on traveling in, and had to sign multiple forms. When using Budget, the process is simple and worry-free, but not with Enterprise. During my conversation with the young lady at pick up, I explained that there are times when I am required to stay in a location longer than expected, so what action would I need to take to extend the rental (my rental was for 1 week). She advised that all I needed to do was call and it would not be a problem.

The day before the car was due back, I called and explained I would need to take out for an additional week. She never mentioned anything about the payment or anything else and placed the extension. Approximately 3 days later, I get a call from the manager at the location asking me if I wanted them to process the payment or if I wanted to pay upon return. I told him I would pay at return, and informed him of a tire pressure sensor that had came on in the car indicating the tire on the rear driver's side was losing pressure. He advised that I should take it to an Enterprise location close to where I was for someone to check it out.

The next day I did so and ended up spending 3.5 hours at the repair shop while they replaced the 2 front tires on the car. The next day, I called and asked to extend the rental through the July 4th holiday and explained to the young lady what had happened with the tires and the amount of time it took me to get the car taken care of to safely drive. She advised that she would give me a day free for my troubles. On July 5th, I received a call from my job advising that I needed to be out of town on the 7th, so I called the location to do another extension until the morning of the 8th.

At this time, the young lady advised me that the rental had been flagged because of the balance, so she asked could she go ahead and apply the charges. I told her that was fine, but then she told me the card was denied. I knew immediately that this was based on my corporate card being used in a location I had not been before because I was previously in a location where we had just purchased a property, and I advised her that anytime this happens, BB&T will put a freeze on the card until my corporate office calls to advise them the card has not been stolen.

I explained to her that my corporate office opens at 7:30am on Monday, the 7th, and I would have them take care of it as soon as they open Monday morning. She told me that there should not be any balance on the account, and that their corporate office would flag the rental again either this afternoon or first thing Monday morning because of the $700 balance. I inquired why such a high balance when she had given me a day free and I only had the car out for 2 weeks so far and they had assessed over $400 when I took the car out. She explained this was the rental fees and insurance... UNREAL!!!!

I told her that through Budget I only pay about $600 for a month for a much nicer vehicle than what Enterprise gave me, and without the issues I had experienced with the Enterprise vehicle, but I was going to end up paying between $1,200-$1,400 for 2 weeks and a couple of days... again, UNREAL!!!! Although the pricing was disgusting to me, her next comment really threw me for a loop as she advised me that if I did not make payment today, they would report the car as stolen. I was stunned and asked how they could do that when I had been in steady contact with them. She stated that once the rental is flagged, it is out of her hands and their corporate office is the one that files the car as stolen, and this action would be taken based on the balance.

I asked her why the fees were not deducted when I called to extend or why the gentleman who called me gave me an option to pay on return instead of telling me they could not carry a balance on the car. Of course, she could not explain this and continued to say that once the rental is flagged, it is out of her control. I immediately called Enterprises customer service department, and made contact with a VERY rude lady who continuously cut me off as I tried to explain the situation, and then told me the policy is what it is. I then asked her the same questions about why the balance was permitted from the beginning if this is the policy. She placed me on hold and said she was going to call the rental location.

After being on hold for close to 20 minutes, she came back on the line and hung up on me. I called back and thankfully got someone pleasant who put me through to a customer service manager for escalation. The manager was apologetic that I had been taken through so much and said he would send the information over the regional area manager for the location and someone would be back in contact with me today. It is 7pm, and I have not heard from anyone, so I am at home wondering when the police will arrive because Enterprise has reported this rental as stolen. As I told the manager in the customer service department, I could understand if this was my personal credit card they had, but this is a corporate credit card with a $10,000 credit limit, so they have to know they will receive their money, and I do not understand their attitude or behavior. Especially when I invested my time in having their vehicle repaired, and I am paying triple in expenses based on this "insurance" their associate advised I needed to have over what I would have paid with Budget.

As I said, I travel a lot for business and usually rent a car for 2-3 weeks out of the month, so I could have been a lucrative business associate for Enterprise; however, this is the first and last time I will EVER do business with them, and I will turn as many people as I can away from them so they do not experience what I have or what others who have filed complaints have. Their business ethics are disgusting, their pricing and ploys to gain additional revenue on the rentals is despicable, and their business practices are less than professional. When in the market for rental vehicles, I would advise others to use Budget, and I will personally be returning to them and using them solely going forward.

Still, they said we were responsible for our $500 deductible and that they would bill our insurance for the rest. Without our permission, they immediately charged our credit card $400 and said they were keeping the $100 deposit they had required when he first rented the car to total the $500. That's right, they charged our card before there was any time to get a repair estimate. We have called and been transferred to many different people at Enterprise who say that this is standard practice (charging us for our entire deductible before getting an estimate or making repairs). We did no damage to this vehicle. My husband hardly drove it. Suddenly, a $50 weekend rental has turned into a $550 nightmare. We have disputed the claim with our credit card company, but I doubt we'll have much recourse. We will never rent from Enterprise again.

We had this car a little less than 12 hours on Saturday, June 21, 2014 and in this time we drove to Boulder and directly back to Denver. Upon arriving back to Denver on Saturday, June 21, 2014 at approximately 11:00 PM in the evening, we parked the rental car in your lot at 2255 Broadway, locked the car, and dropped the keys into your after hours box. We were never involved in any accidents; we never hit any objects or even as much as scraped the tires while parking. Since this car was rented and returned in exactly the same condition, we have no idea why we received this damage claim in the mail. Moreover, we did not have this Hyundai in our possession on Sunday, June 22, 2014.

I trust that this claim against us was made in error and you will close this claim out in a timely basis. I look forward to hearing back from you.

Very poor customer service. Never experienced anything like this. Not only that I have an out of state license. How can you have a license from every state you are traveling to? Makes no sense. Crown Street Enterprise in New Haven, CT. Bottom line, would not recommend anyone anymore as I have in the past. They do not try to accommodate in any way instead they send you to another competitor. And don't try to ask for the regional mgr phone, they just have a voicemail set up from one ext to another or the system just say goodbye when you think you have gotten thru.

When I went to pay, I was told there would be a $250 hold on my credit card until the car was returned. As a loyal and longtime renter this had never happened before. The last time anything like this happened was when I went to Fox Rental and when they told me they were putting a hold on my card I left immediately. I had no choice to leave this time, but if this is a permanent policy, I can guarantee I will never return to Enterprise again.

The agent walked me outside to look for damage. While we were out there, he decided that he would go over their insurance policy. I immediately understood what he was doing. He was attempting to tear me down. It was 108 degrees outside and he stood me in the sun. He did not opt to take care of these questions inside but rather outside in the heat in hopes I would break down and agree to anything to get out of the heat. I'm sorry but that is pretty damned low and pretty sick.

What was particularly odd is that my loyalty profile indicates, as I mentioned before, that I do not accept the insurance charge. But this guy was going to try anyway. He then asked me for my insurance company, again, something Enterprise has never done before. I told him my company, all this taking place in the hot sun, mind you. He then asked for my deductible, knowing full and well that since I was renting a car and my own car was not there, I likely would not have that information on me. As we stood in the heat and sun, he waited for me to call my husband and get the figures from him. I did. He persisted on pushing the insurance BS with me. I explained to him that I had been renting cars for nearly 40 years and I know the ploy.

I was surprised however because Enterprise was not reputed for grilling their customers, especially loyal customers who have already indicated their preferences. I again told him "no". He then accused me of "Not understanding my liability", as though I was stupid and/or naive. He said I would be out $250 (my deductible) and for under $20 a day I would not. I let him know that $250 would not break me and besides our insurance company covers rentals. He persisted, telling me that my insurance company only "Tells me that because they are in competition with them". Huh? Seriously? I am supposed to believe that my auto insurance company tells me that I am covered for rental cars because they are in competition with the rental car agencies? So when my insurance company tells me not to bother getting rental insurance they are actually worried that if I do buy it they lose? Lose what?!!

By now I am realizing that Enterprise is no longer the company it was. That this guy was playing me and that just made me madder and madder. I began to realize that this entire day was a ploy. As it turned out, the agent slipped and told me that there were TWO full size cars on their lot when they lead me to believe there was only one and that they just got it. So I wasted most of my day waiting for this car when they already had one. Then they tried to con me into purchasing things that I did not need with their lies and innuendos. Enterprise, I hope you realize that not all your customers are stupid. I have my doctorate and I have been around the block a few times. Please do not play these games with me. It only serves to make you look stupid.

I called around 10 am to make sure everything was set up and that PU time would be on time. I went over everything on the phone with LARRY - EAST WICHITA ENTERPRISE. His email address is **. He said he would need a Recent Phone bill and a Pay Stub because I would be paying with a Debit card. I told him I would have to wake my husband up {4 am in Hawaii} and I would have him email it to him. I told him we were military so as far as a electric bill, etc. we live on a military post and that is not available. He said a phone bill and my husband's LES pay would be just fine.

After my husband had sent it, I called to check to make sure he had received everything he would need and he said yes. He also informed me I could NOT do a ONE WAY with a Debit card and would have to return the car back to Wichita. I have NEVER had to do this before, but agreed. I would have someone follow me back the 250 miles to return it the next week and also there was a $250 Deposit using a Debit card. I said fine whatever, I just need a car because I have to get on the road. By this time it was close to 10:45 (pickup was supposed to be at 11:30). I received a call back from LARRY around 11:25 and he told me he would NOT be picking me up and that he would not be able to rent a car to me because we lived out of state!!!!

Seriously, are you kidding me? If I lived in state I would not NEED to rent a Vehicle!!! I explained to him that I have NEVER had this happen in over 15 years and have rented SEVERAL cars from the Kansas area over the past 7 years when we lived there, and if you look at our pay, you can see we make more than enough to ever even worry about the payment. He really did not have an answer, was extremely rude and sad, "Sorry, can't rent you a car." I called Avis. They rented me a car, ONE WAY, NO DEPOSIT, NO PAY STUB, ELECTRIC BILL, PHONE BILL, or my First born child and by the way they were Cheaper!!!!! SO LONG ENTERPRISE and Larry **, You left me and a 4 year old high and dry and I will Tell Everyone How horrible you were!!!!!!!

The receptionist had an attitude and was disrespectful and rude to me. While I was talking to her she turned around and went inside the office and closed the door. I was just flabbergasted! I have never had such a hard time renting a car and then be treated like I was trash! Also, I had a free tank of gas card from another Enterprise location (which I was told would work at any Enterprise location), but they said they couldn't take it because it was from another location that they are separate from. Also, the car they gave me had "No Smoking" signs all over the inside, yet the car reeked of cigarette smoke. I would advise people to never rent a car from Enterprise!!!

I used the navigation system during all rent. I was in Germany 6 days and 3 days abroad but I paid for the international service all of days. The manager of the company explained that "our system can't even calculate the 'out of country fee' for single days, it is always calculated for the entire period of rental." It is extremely difficult task for the international company, certainly! I claim this charge is illegal. I consider all specified facts as small and unpleasant fraud. Take my experience and avoid the Enterprise company.

Upon returning the car, I was asked if my car was ready. I told them it was. They told me to go get my car just so they wouldn't have to draft a new contract if I needed the car another day. I went to the Ford dealer and got my car. When I returned, I was greeted by the representative and his manager and was told that I damaged the front bumper of the car. I was livid! They showed me two inch round dent on the lower valance that looked like it was caused by someone kicking it in. I told them I did not damage their car. They told me I had signed off, I was responsible. I filed a claim with Mastercard as they provide coverage (as a second to my insurance company). I still say they damaged the car and want me to pay for it. They are attached to the dealer's body shop and this looks like a way for them to refer business to them and get kickbacks. I will never rent from Enterprise ever again. I hope their greed does them in. They just plain suck! Period!