Enterprise Rent-A-Car Reviews

Then, we walk around the car and Jimmy tries to convince me to buy more insurance, but I won't budge. Then I look at the contract and it is a full $60 more than what he told me it would be. He takes it out of my hands and about another 10 minutes later, I'm finally out of there at the price I expected. But why all the game playing? Why all the shell games? Why the pursuit of trying to put something over on me? All I can say is watch them every step of the way. I know he is in training, and other than these points, he was a nice guy but I felt very disrespected and like I was being flushed out for a overcharge.

On pickup there were a series of scratches rear passenger wheel arch. These covered an area of at least 4in by 8in. They were not superficial. I point this out to the agent. She insisted it was within the limits of allowed damage. I did not agree and suggested that this was too big. She had a measuring card which they use to size damage. I used the card to show her. The damage was much larger than her card so I again told her that this was too large a damage and needed documenting. She again disagreed and told me it was fine and did not need documenting.

When she gave me the contract to sign I marked the damages onto the diagram myself. At this she became confrontational and in a "off mood" and told me I should not have documented the damage. It was now going to involve "paperwork" because I had documented the damage to the car. The agent completed the contract and I departed.

When I returned the car the returning agent surveyed the car while I unloaded luggage. She came to me and asked me to come and look at the side of the car. She pointed out the damage and told me it was not acceptable and that it was going to be a problem. I told her it was not a problem. She insisted it was. I then asked to look at the contract sheet with the damage diagram. She asked me to wait. She returned 5-10 minutes later and told me because the carbon matched the top sheet (they keep) with the damage indicated it was OK.

I asked her why I was told the damage was not a problem at pickup. I told her the agent said it did not need documenting. She could not produce a Manager to discuss the issue with. She could not provide an explanation. I was admittedly very upset and went to the pickup desks to talk to the pickup agent to ask why there was such a discrepancy. Instead a "greeter" at the door insisted I could not go in and that she was a manager and could answer my questions. Her explanation was that the damage was "in the system" so it would not have been a problem. This was not true as the returning agent had insisted it was a problem. Are the agents not trained well enough and did she not realize the damage was big enough to document? Unfortunately I doubt this as I was adamant that the damage was large enough even by their own measuring card system.

My only other conclusion is that there is a scam running at this location. Customers are being told that damage is not significant only to then be hit up for it on return. Customers returning cars with flights to catch are easy prey and I suspect most just let it go in order to get their flights on time rather than stay to deal with the issue. Insurance pays. Sporadically I read or hear of similar scams but I never expected to have a near miss of being scammed at this location. I hope this is looked at as I feel if I had not insisted on documenting the damage I would be paying for it now. I hope the company reviews the practice at this location in case it has wayward employees there at this time.

This morning I waited for the bus along with my son. Because we are new to city transit, we ended up standing near the incorrect bus stop and watched the bus drive right on past. We then decided to walk and made it over a mile, but with the traffic and Texas heat, didn't think we'd be able to make it. I called Enterprise and to tell the agent that we missed the bus and we on foot... that we'd be late. Ironically while waiting for several minutes for an agent to answer, I listened to the repetitious recording stating that they are a "family-owned business in a corporate world" and that they have multiple locations so they can pick you up at the office or home, etc. BS!!!

When the agent answered, her response simply, "okay." I had to boldly ask her if someone could come meet us half-way. I told her we were near the dental school in the medical center. She reluctantly said she would have a coworker meet us at some random apartments... I had no idea where they were as numerous complexes in the area. Anyway, beggars can't be choosers, so we headed in that direction. After passing several complexes, we found the one she recommended. After 10 min waiting, decided to just head home. The agent then called to tell me her coworker had circled the apartment complex and did not find us. I told her we were heading home... to cancel. Horrible experience. I chose this company merely because they advertise they can pick you up.

I don't know the guy's name whom we dealt with at first when getting the car but he went to lunch right in the middle of it. So we dealt with Zach another assistant manager. He tells us the price of the car with the deposit of $150 plus the coverage was $475. So we thought ok that's what they charged our card at the time. So we had it for 10 days, Zach had me sign for things I wasn't charged for but he said I was at the time. So when we came back they said we still owed for the car which they are suppose to charge everything upfront but they didn't apparently.

None of them are on the same page and how Zach and Marcus became assistant managers is beyond me. They are very incompetent and unprofessional. They advertise all these great deals but it's not at all what you pay. It may be in the fine print on tv but honestly who the hell can read that??? It should be made aware when you set up the reservation. Honestly I wouldn't be so pissed if everything was told to begin with. Instead they just look like complete and totally incompetent idiots!!!

So now, after one week, I called him to request to extend on the same credit card on file and I explained that I may have to do that again until I get my personal car. Finally I used the car for one month from 04/14 to 05/15. Payment has been applied during the whole process. Now after the fact I came to return the car. He told me that the scratch was not there and that he is going to call my insurance and charge my CC for deductible. When I tried to remind him, he said that I was anywhere to be found , plus he does not remember for 1 month how the car was. In addition, I never paid for the car (make no mistake that bank statement account can prove the contrary) and finally my address and phone number was wrong.

In other words, he humiliated me as a robber in front of every other customers. I was speechless. I had to remind him that I should be treated as a customer in the most respectful way. It was a waste time. He kept going and at some point he passed to other things. When I asked him if there was anything that I needed to do before leaving, he handed a paper that he wanted me to sign as an acknowledgement that I broke the car. I refused to sign and he went back behind the front desk interacting with others.

I did not want to believe such wrongdoing in so many ways could be possible with a company like Enterprise. At the end, I noticed for sure Enterprise is the worst car rental service. They only care about making money anyway possible against people like me. A good evidence is the fact that nobody contacted me in regards to this matter. They make the most they could under false allegations. Customer service, fairness, and accurate information are not part of their concern.

Original Review: June 1, 2016

As a result of a class action lawsuit (Lee, et al v. Enterprise Leasing Company), I received two vouchers, each good for one free rental day for up to a full sized car. I made a reservation for a full sized car to be picked up at their Ridgecrest, CA office and returned to SNA airport in Orange County. The Ridgecrest office would not honor the two vouchers for two days, kept BOTH vouchers and only credited me with a one day "free" rental. They would not return one voucher so I could use it for another day. Further, the Ridgecrest office gave me a small car instead of the one I requested. I have been in contact with Enterprise and tried to upgrade my car while in the Los Angeles area, however, they refused, stating I had to deal with the Ridgecrest office. All of this took place on May 31, 2016 and June 1, 2016.

Everything got checked over and over again. I have been asked for two identifications at first, so I handed them my international Passport and a ID card as well as a NY ID. I have been asked, whether I would be employed. Yes, I am a teacher at the UN International School. Then my credit card was checked, no, better not a debit card, better the Mastercard credit card. Finally they found my drivers license not valid. It would not be an American. I asked Pete, the manager, if that could be true: Enterprise wouldn't rent a car to drivers/tourists coming in for a vacation, if they hadn't an international license? Yes so, was the answer. I do not believe it. I checked Budget cars as well as Hertz - their German passports are accepted gladly - no problem at all! I don't understand yet this kind of a weird policy - but it is totally disgusting. Avoid it! Their confirmations aren't worth the paper.

A business such as this one should accommodate all customers. It'll always be good and bad customers but everyone shouldn't have to suffer. It sucks but that's the way the world works. Enterprise needs to find a middle ground so that all customers are satisfied. I'm 1 customer who has never had an issue with them until 2016. Sad. Please find another solution to this problem. The entire Enterprise business.

To make matters worse I get home and have a call from Discount saying he was phoning about my complaint. What?? It's a different company or so I thought. Nope. At least he was nice to call but knew nothing about my rental. I rented thru Enterprise Newmarket on Yonge St. He was Discount rental within steps but his head office passed along my phone number. Why??? No vans are available for me to pick up at 8 am tomorrow. Do they think I am stupid?? Newmarket has so many rentals available. I found one in seconds, picked it up before 6 pm, fully paid til Sunday, no issues. Nice, clean, new van. Thanks Thrifty Newmarket for coming to my rescue. I will use you in the future!!

Also, I'd made several rental agreements with them before my son did the business with them. They still stated it didn't matter, and that was their rules. I called their corporate offices and they confirmed that it was their rule. So whoever made this rule or by laws for this company, in my opinion, was very unfair and inconsiderate of the feelings of others. I have told several people and to this day yet writing reviews, as my situation was never settled. This matter was quite disturbing and has released a negative impact whenever this company comes to mind.

After the end of my renting (a 10 days one), I saw in my credit card an extra charge of 230 euros. After spending a lot of hours in phones and talking with different representatives of the company that they couldn't explain me why I had charged, they send me the receipt where I saw that they had charge me for extra insurance. I didn't agree to any extra insurance and this was written also in the contract. I had to send them a copy of the contract because they somehow lost it and after a lot more phone calls, I had my money back after 2 weeks.

I didn't had any explanation on why this happened. I strongly believe that this is something that the company is doing just to gain more money in case you have lost your contract. I would suggest to anyone to avoid the specific company and the companies that are work under the same umbrella (Alamo, Enterprise, National). It's clear that the company follow poor ethics and offer low quality of service.

I cancelled the reservation and went looking elsewhere. I was able to rent a car from Budget without a credit card, and thanks to advice provided to me by a Budget representative, I saved $400 on the rental! The Budget rental was less than 1/2 the Enterprise rental. Long and short, an archaic company policy led me to do more research and found me a much, much better deal! I will never attempt to do business with Enterprise again.

When I returned the car, they claimed almost invisible scratches as my fault which I was not aware of it at all. They almost forced me to sign the claim documents and took $500 deposit for repair. Few months later, I got other bill notice, $184.10 MORE for few light scratches on the left side of car?? I requested them to send detail of repair about outrageous cost, then I noticed they repaired other side of scratches which I did not make too. I have rented so many cars with other rental companies including Enterprise in Cypress before but this Anaheim Enterprise office is the worst one ever! Do not trust Enterprise staff who check the existing DAMAGES ON THE PAPER BUT PUT EVERY DETAIL, SMALL OR INVISIBLES ON THE PAPER BEFORE DRIVE THE CAR!

The second time was 9 March. I made a reservation for 10am. Ended up getting it after 1pm after waiting for it in a hot blazing sun for them confusing a Walmart store to a Walmart where I was suppose to be picked. It's funny though cause I called in and spoke to Rebecca with where I specifically said the DC and they had picked me up there before. I ended up not being able to make it to a life-changing meeting with an associate of mine. The third time I made a reservation last Thursday for the 18 May only to call in finding out that Rebecca even after speaking to her in person when I had dropped off a rental she had not went ahead and booked me another rental car.

Today I'm suppose to meet with a lawyer to discuss immigration purposes but I didn't get a car. I called in and a person by the name of Alicia ** holding ranks on me saying that she is the district manager paying no attention or failing to recognize my problem of what Rebecca had done and that I was being rude that she was going to hang up the phone. I spent over $500 with this branch alone renting and I feel like I'm being told indirectly that "Even though you have rented here with us we definitely don't need your money." Customer treatment is very pathetic and such incompetence in this branch I wouldn't even recommend any of my friends or associates with Enterprise and I don't think it even deserves a single star. Totally outraged...

When I returned the rental car the Manager Colin ** blame me for the "dents" in the rear bumper. I told him about what Alex told me but now the small thing NOW it should be marked it!!! How should I know? After this outrage surprise, I need to pay my deductible right upfront or I will have to go collection and ruin my credit?! I try to contact Alex. All of a sudden is been transfer in less than a day? The manager Colin ** said that Alex already confirm what the "paper" said "no damage". Lesson: DO NOT TRUST THESE GUYS!!! Mark all scratches and if take pictures make sure is no doubt about any damages. Cost me dearly. This is how my business ends with this place!!!

Again I ask her to look at two other locations that are within 2 miles of each other and needless to say they don't have a drop box either. So my next question is what do I do with the car. She tells me "without a drop box you will have to pay an extra day." I am furious so my question again was "because there is not a drop box at three of your locations I have to pay an extra day for a car that I didn't need to keep an extra day." So the next morning I arrive bright and early at 7:30 thinking customer service probably had it incorrect. Surely I will not be charged an extra day because of your error. Lo and behold I ask the same question and was told "yes we apologize for that but you will be charged."

Aside from that how was your customer service REALLY, and you tell me to come back and rent from you??? This is a horrible way to do business so if you are late although your contract states that there is an hourly fee it really isn't an hourly fee it is an additional daily fee... WATCH OUT FOR ENTERPRISE ON SHARON AMITY IN CHARLOTTE NORTH CAROLINA. I wonder how many other people have gotten burned. Totally dissatisfied. I will go to airport and rent from another company before I return. BAD BUSINESS.

We then went out to the car to inspect it, their office and the cars are kept in a multi story car park. The girl proceeded to "check over" the car with the light from her mobile phone, as we all know car parks are poorly lighted places so how they think this is an exactable way to "check over" a car is beyond me. You can't see a thing. I was then asked to sign all the forms and again I was told about the 1000 charges that I'll be liable for. In the 5 minutes I'd spent there I was already expecting there'd be a problem when I got back.

Took the car out for 8 hours no problem. I arrived back at the office and had to wait as there was another customer already complaining about something else, not my business as he was going to make a complaint but I will say the "manageress" that served him was very condescending to him. After a 10 minute wait I was seen, taken out to the car, the same mobile phone light inspected the car then there was the predicable "oh there's a problem."

The problem that I could see coming from a MILE away. There was a small mark on the tyre (debatable) and I was told "Sorry you have to pay the 1000 for a new tyre." My reply "of course I do." I was then told because I had to wait for 10 minutes they'd reduce it to the 200 they already taken on my card (handy). They just wouldn't refund me. At this point I told her I had insurance from another company for 1.99 so I was covered. While I was in the office my wife and daughter waited outside, she witnessed the 2 guys who clean and check the cars driving them around the car park at high speed and it seemed they were racing each other. Very unprofessional and very dangerous.

I was basically told I needed to take out their insurance, unbeknownst to them I already had it. I hired a car for 8 hours and it cost around 265. The worst thing about the whole thing is that you could see it coming from a MILE away that there was going to be a problem So sadly beware, I went to Enterprise as I've never hired a car before and I went to a well known company thinking this could be avoided. I will NEVER use Enterprise at ANY location Ever again.

I asked the manager (Trina) for his name and hers. Nick overheard the conversation and said “Nick **! Do you need my ID#?” I said “Sure. That would be great. It would help them identify you better!” I was really upset as to how him as a customer service person could be so rude/disrespectful and represent your company in that manner. Customer service good or bad has a lasting impression on your company and the rental car market is very competitive. So I would recommend getting a more inviting personnel to help your customers when they had questions and not someone that makes you feel like they are annoying you!

No one took me to the car and I waited another 30 minutes for the car. At this point I was extremely mad and the two associates that were inside were avoiding me. It felt like it was because they knew I was extremely irritated. The three people were the first guy who helped me that provided no assistance at the end, a guy who just got off his lunch break and a supervisor. The supervisor never acknowledge me even though it was apparent she knew what was going on because I heard her ask one of the employees.

When we got outside to inspect my car, I inquired about what happened to cause such a delay. I was told they had a crazy morning and then told my car was given away to someone that walked in during the morning. During my wait I was offered an SUV; however, due to my reason for renting a vehicle using such a large vehicle would not have been cost effective for me and this should have been offered to the person that came in without a reservation.

Once I got the car and was on my way the car was shifting really hard when going above 30 MPH, it felt like someone hit me from behind it was such a violent shift. Due to the long drive I had ahead of me, I felt this car was not safe to drive. I immediately turned around to exchange the car. When returning the car I explained what happened and the supervisor said that is how that car drives. I have never driven a car that shifted so hard that I didn't feel safe.

They did switch the car to another car that clearly wasn't clean. I ended up arriving two hours late to my destination because of this ordeal. I was told due to all of the issues that were their fault that a manager would call me over the weekend to see what they could do to set things right. The weekend is now over and I never received a phone call from any employee at Enterprise. I would have at least appreciated a little follow through on their end. I often rent cars and at this point I'm not sure I want to rent from this company in the future due to the poor customer service I received.

My daughter had a dance recital and I really wanted to see her dance. I end up missing a VIP milestone in my daughter's life because of Enterprise lack of communications between the computers, customer service reps & the location. Upon ALL RENTALS please call the location to make sure that they actually have a car to rent otherwise you will be like me... Wasted about 20 bucks worth of gas trying to find me a car when this is something that customer service should know. I am very disgusted & disappointed in Enterprise right now & my daughter is very very upset. This is a memory I can never get back. WARNING. Save yourself the agony. Rent from another company!!!

Since I made the original booking online from Turkey, where I live, the transaction was through the USA and the deal price for a 7 day rental was GBP190. In the event I acquired a similar vehicle to the one I ordered from Enterprise from Hertz, which cost me GBP450, which is normal as a 'walk-in' customer. I am not complaint is the ABYSMAL response, or should I say, lack of response I have received from Enterprise. I have now been communication with them for over a month and all I have received is a continual stream of robot generated canned responses which all state: "We take all customer feedback seriously. Therefore, someone from our office will be contacting you shortly." One month later and no real person has contacted me.

WOW you guys need to really get it together. I will never recommend nor come back after the treatment I received yet "Again" by another NEW manager. If you could keep employees that are trained and loyal you may not continue to have dissatisfied customers. I'm "1" of them needless to say. Pitiful Service. Hope you guys go out of business soon so you do not have the problem of training, hiring, and inventing more rules where eventually NO ONE will be able to rent from you... Well deserved!

As I am near 80, I realized the Mr ** must be think he is a big shot and that I am the old guy he can treat me any way he feels. He said even if I brought my wife's card, he would still not rent the car to me. This guy treated me like a homeless worthless person. This even though in the last year I have rented from that office 4 times. He told me to leave. He forgot that their driver had picked me up. I had to remind him that I needed a ride to get back to my office. I was taken back by a driver who was in a hurry and in a construction zone. He ignored the speed limit and almost lost control the vehicle.

I finally told him to slow down and observe the 25 mph limit. It was a poor example of management not trying to come up with a $100 solution even though I suggested that he call someone in his management to help solve the problem. He said he had all the answers and he did not need any advice on how to help with resolving the $100 problem. He was a rude, uncreative manager who enjoys running down old people or other he believes are inferior to him. PS I have a PhD, have invented a number of important electronic devices, and also was a professor at CSFU and UCI. This manager should be disciplined.

Updated on 06/18/2016:Enterprise has failed to contact me after 6 weeks. We do not have a message machine and they can call from 9:30 am - 5 pm m-f. They have not reimbursed me for my inconvenience nor have they called me to apologize. What an un-thoughtful manager they continue to use. I was not the first person he abused. He did the same insulting display to another customer who gave up and walk out on my previous visit too.

In general, in reading comments from other people re Enterprise on this site, I am horrified. Enterprise needs to step it up in so many areas. I know they probably don't pay their staff anything over minimum wage and it seems to me they are poorly trained. Enterprise's databases are a joke; their phone system is a joke. For heaven's sake, we are in the 21st century. You cannot do business like this and stay competitive. The clerk in a Tucson office could not connect me to office at the Tucson airport? Different phone number? Getting routed to someone in Tempe was only successful after 3 attempts.

If you indeed are a family-owned business, all the more reason company should be run right. Spend some big bucks right now and update all your databases and your phone services. I agree that I have called a local office, arranged for a vehicle and shown up at the office and vehicle not ready. 3 people standing around with their thumbs up their fannies. I am a ** older woman, well-spoken so I know that is PROBABLY why Mr. ** gave me some satisfaction. This company seems ripe for an in-depth look by 60 minutes. Racial accusations should be looked at immediately and dealt with and the customer satisfied. There again, it comes down to management, supervision, and communication.

Enterprise manager (Paris CDG) said that we still must have to pay abnormally huge amount of money because of the little scratch (even all around the car there are already scratches!!) although we got full insurance. In the end, there is really no point of insurance. And Paris CDG manager said that she even can't show us insurance's license because there isn't nothing like that. Basically, all our insurance's money is somewhere in someone's pocket. Nice. And we have paid for that car 5x more than it was expected. Is this really how Enterprise works?!

So once that was over and we were on the road we noticed there were fast food bags under the seats and other wrappers in the door compartments. And the worst happened at dusk. The windshield was so filmy we couldn't see when the sun hit it. It was full of streaks and whatever this film was. We had to pull into a station and buy towels and Windex to clean it. The car kept dinging at us about needing an oil change.

When we went to turn it in at the end of our trip we told the guy about the window issue (it was off track) and he said that was fine and very common in the the convertible. We also told him about the windshield and the garbage that was in the car and he had no response. We told him about it needing an oil change and he just kind of grunted at us. I would have asked to speak to a manager at the time but we had to hurry and catch our plane. I am normally very satisfied with Enterprise (I've even purchased a car from them in the past) but this time I didn't feel I was treated well and being put on ignore status really irked me.

At the end of the day I went to Enterprise in Bala Cynwyd. The rep there told me they did not have any cars. So I proceeded to Pennsauken. When I got there I had problem locating them because they had the local street as their address instead Route 130 which is the main highway. Anyway when I got there the door was locked but a rep was inside finishing up on another customer. It was now 6:05 PM. I knocked the door and the rep came up. I said, "Do you have a car for me?" and he said, "No, we had several cars here but you are late." I said, "But I've called about three times this afternoon, and told you I was coming. You did not tell me that you close at 6:00 pm." And he raised his voice at me and said, "You have nothing to say anyway because you are late!"

The next day, Tuesday, April 19, 2016, another Enterprise rep called me and said he would have a car for me after work. Just to provide some security, I walked over to the Enterprise in Bala Cynwyd to see if they could reserve a car for me. I was given a business card and told to be there by 3:30 pm. When I got there they did not have any cars. So I proceeded to Pennsauken. When got there I met the same rep who was rude to me the previous day. He said there were no cars. I told him to cancel my contract so I could go to another car company. When he did, I asked them to drop me off where I was picked up the previous day. He said that they did not go that far. I said, "Well, you picked me up there yesterday." Eventually, he asked another rep to drop me off. The whole thing is like a scam.

When he looked into it further, he found that it stemmed from a rental with Enterprise that my company had booked for me while in Los Angeles working in November 2013. I had scraped a yellow parking poll on the passenger side of the vehicle. I believe the poll was plastic but nevertheless it had left yellow marks on the white van. There were no dents. When I returned the van to the LAX location we rented it from, I showed their customer service rep the damaged. He surveyed it quickly and said it wasn't that bad and that they could probably buff it out. He did however note it on the agreement.

When I returned home, I called my credit card company (I had used my personal credit card as the hold card) and informed them there could be a claim. My credit card company does have additional insurance when their card is used on a rental. They opened a file. I remember telling them I wasn't sure if Enterprise would make a claim since the clerk had said that they could "probably buff it out."

After about a month, I contacted my credit card company to see if they had heard from Enterprise. They had not. Some time after that, my credit card company called me to find out what was going on since they had not heard from Enterprise. I asked them to give it another month. After not hearing from Enterprise at all, I called my credit card company back to cancel the claim.

To make a long story short, Enterprise did start a claim for the damages, which apparently amounted to $717. It took me numerous calls to finally get some information since the claim was in the US, and I live in Canada. Turns out it was actually sent to a collections agency in the US. I talked to a rep from that company who actually was pretty chill. He gave me the number for the Enterprise agent who handles the claims. She, on the other hand was not pleasant.

Turns out that they had the wrong information and were sending all the notifications to the LA hotel I stayed at! They were also making phone calls to the hotel. No wonder I didn't hear anything. She actually said it was my fault that they had the wrong information. She said it was up to me to verify my address and phone number. I said that I had to give them (the service rep at the location) my driver's license so they could take down the information, as they do at any rental car company. Then she went on, in what I found to be an accusatory tone, saying that I admit to scraping the side of the car. I told her why would I lie about that and reiterated that I even told the rep at the location.

So, there I was stranded at the Enterprise location unable to rent a car. I didn't mention that I was with my daughter who was waiting to be taken to a hockey tournament (very Canadian, eh?). In the end, they drove me home and I milked the dude who drove me to stop at McDonald's so I could buy a coffee! Anyway, needless to say my experience with the woman I spoke to at Enterprise to try and resolve the matter was not pleasant. I was thinking about trying to take care of the problem but after talking to her, I think I won't be renting from Enterprise again and will make sure that my company does not book any rentals from them, especially if it is for when I travel (which I do often).

I called the office when I got that message at about 11:00 and spoke with someone, asking about the likelihood that a car would become available before 5:00 so that I could make other arrangements if need be. I was clear that I needed to be driving away by 5:00. The representative told me that there would probably be a car by 2:00 or 3:00 and once again assured me that I was first on the list. At 3:15, I called again. A third representative rather rudely told me that all he could tell me was that someone would be in touch with me before 5:00, when I once again reiterated my deadline for leaving town. Now, it's 4:57. I have not received a call and I'm in a lurch. I will not be using this company for any future car rental needs and will caution others against them as well.

Unfortunately, the crack lengthened as we drove and as we returned it had tripled in length beyond the 'under the size of a dollar bill' needed to be covered by Enterprise basic insurance. Our fault for not going back and returning the car, and very costly, at $225 for replacement. I paid the bill immediately, since it was difficult to determine fault and I'd already signed for responsibility. Two weeks later I received yet another bill for $50 to cover administrative fees and a $22.50 'diminishment of value' fee, which was waived.

I feel very upset over this, as an insult to injury. First of all, it was difficult to determine fault, but in good faith I paid for the windshield. Secondly, I paid immediately. Thirdly, it's already hard enough to accept that I should pay damages for a flying rock while on the highway hitting my windshield, and not have coverage under basic insurance. Fourthly, having the letter come saying I owe yet another $50 for admin fees just burns, and yes, over all this I am unwilling to ever rent from Enterprise again, as well as sharing my experience with my friends and family. Things like this just make it appear as though the company is desperate, and unwilling to meet halfway in questionable circumstances. I was warned that I should have purchased the additional $20/day insurance, so I could be covered from such a loss, so that was an additional sting.

Furthermore, documents show that I paid for the windshield on April 1, 2016, when I made payment the day after rental, since we returned it very late at night the prior day, on March 18, 2016. I don't appreciate this discrepancy, since it shows delay in compliance to the agreement. I'll much rather spend money elsewhere for my travels.

After being told by customer service that it was unfortunate I could not leave the car there because I would be charged for abandonment, I drove back 89 miles back to Pueblo to exchange my Enterprise for a Hertz rental. This used up four hours of my time and by then the auto body shop was closed and I had to find a gentleman with a broom in his hand and pay him to allow me to pick up my car that was not completely repaired, but what choice do I have?

I spoke to "Caleb" several times about fixing the problem and he was defensive and irritated that I pointed out his obvious error. I did manage to get a Hertz car to Trinidad several hours later that Caleb arranged, but the glaring error and incompetence on part due to perceived lack of training and experience by Enterprise employees to be the prime factor in any future opportunity to rent from Enterprise, I caution anyone to avoid them at all costs. One keystroke can ruin your experience. Stand there and repeat your needs and desires slowly and loudly to your Rental Car Agent, they may have another agenda.

The only reason I choose this location was because Geico said I had to in order to get my damage vehicle fix. I remembered their slogan "We will pick you up with great service". Well that's a lie. Mr. Patrick the manager was horrific in how he treated me. They will never get my business ever again. They better not charge more than the $25 fee Mr. Patrick made me pay for deposit or else we have a lawsuit and this is a promise. Can't stand Enterprise.

When he saw the look on my face he offered to get it for me although he said, "I'm not supposed to do this." When he pulled it up (it was a huge SUV and I had reserved a small one) there were no lights overhead to inspect the car. It was pitch black out. He again said, "there is nothing wrong with it". When I said that I saw a few scratches he said, "oh, we don't worry about scratches at all, only dents larger than a golf ball." There was no way for me to look over the car in the dark, and I was made to feel as though I was taking up this guys time.

I returned the car 5 days later. I was never involved in any type of accident and I never backed into anything. When I dropped the car off during business hours I asked if he (the same guy) wanted to see the car. He said no. An hour later I got a call from him stating that I damaged the rear bumper as there were crackles in the paint. I drove all the way back to the airport to see. His manager talked to me, basically insisting that I did this damage. When I stated that there were no lights to see the car when I picked it up, she said, "I know that is a problem here and we've talked to the airport about it." The damage they are accusing me of looks like a bad paint job. It is not a dent.

How can I be sure that the car did not already have this damage before I drove away? Or that the clerk didn't back into something when he drove it up to the curb for me after I'd already signed the papers? Or that the car was not damaged in the lot after I dropped it off? When I asked the clerk if he personally inspected the vehicle before I rented it he said, "no, I didn't". How could he be so sure it had no damage then? When was the inspection done? Are there time stamped photos proving that the crackles in the paint did not exist before I drove away?

The damage I did see and point out before I left he did not record on the contract!!! When I later asked the manager what I should do she said, "since you used your Visa I bet they have coverage for it." She did not mention that there is a way to dispute the claim. She did not explain what the process was. She just gave me another phone number to call. :( 10 days later and I've just heard from the Enterprise Damage Recovery Unit that they are coming after me for over $500. I will never again use Enterprise and I will forewarn all my family and friends to boycott them as well!!

The only reason I choose them was because I was in from out of state and my car broke down. I remembered their slogan "We will pick you up". Well they are the only rental car in the area and know it, so they won't pick you up, not at all. I was up there on vacation, so I said, "Come anytime that works for you". There was no time that worked for them, so I paid $110 for a taxi there and back. There was no selection, just 1 car available. I didn't care much about that except that it was more expensive than my quote over the phone. It was neither clean nor dirty, didn't care about that.

I knew all about their history of damage scams, so we went over the car and documented every flaw on there. I get in there, no owner's manual and I haven't driven a car newer than 98 model year, but we figured it out. Check and change oil lights on, so when I got gas I checked it. Totally black oil barely registering on the dip stick but nothing in the contract about me maintaining their cars so no worries about that. Plus no owner's manual so I had no clue what these Chinese engines take nowadays. It had no coolant in the overflow tank, and the radiator was low so I did add water and the washer tank was empty so I filled it. The car said Flex fuel on the trunk but I was told do not put any flex fuel in it. Again, no owners manual so no way to be sure.

I return it, they can't find any undocumented damage but sure look for it, but pull the low on gas charge you $10 per gallon for 5 gallons scam. I can see a gas station from their lot but can't drive it there because I already signed it over. It would have been cheaper for me to buy a local beater and leave it on the side of the road compared to what I ended up paying for the rental car. This was in January 2016 at the Pisgah Forest, NC location.

They asked me to provide them with the claim number for the insurance. I believe they knew about this crack when they gave me this car. It might have been caused by previous customers or themselves. I should not have trusted them. I heard similar experiences have happened to others. Anyone that is going to rent a car by Enterprise must be very careful. Take pictures of all sides of the car before you leave the rental office. Because they tend to use your insurance to fix their cars.

I rented a car from Enterprise from Miami when I arrived back in the states. They were more than accommodating and the service was the best of the best. I drove the rental home in 3 days and returned it. I went to rent a car in my hometown of Lafayette and I could not because I only have a debit card. It is the same card I rented my car in Miami with. Imagine that. They should have a record of all of this. I have to have 2 utility bills... I have none in my name and never have had any in my name in my life. I do however have a passport that I traveled the world with and a valid drivers license... I am so over Enterprise... What a joke they are. Keep your car. I was using it for a few days so I could find a car to buy. The car I was renting I could have bought with my own $$$... TOTAL IDIOTS IF YOU ASK ME.

Well, the repair shop took longer than expected and it was a week after I maxed out my insurance rental coverage, when I received a call from Enterprise telling me I owed them another $300.00! I was advised, (by the same person that rented the car to me) that since I was in a nicer car, that it was more expensive and since it was taking the repair shop so long to fix my car - I would be responsible for $50.00 per day from the previous week until the car was done!! It hadn't been quite a month at that point. I was furious. Why wait a week to advise me that I owed $50.00 a day? Why did she tell me my insurance would cover the costs of my rental? Why didn't she offer me a car comparable to my own (I drive a Nissan Sentra)?

Well, after a long and unsuccessful call with Enterprise, she showed up at the car repair shop where I was (I thought my car was to be ready that day). She walked right passed me, got some keys to another car and left, ignoring me standing there and not bothering to at least try to talk to me about what was going on. After she left, she went and charged my credit card, (that was on the rental agreement for my deposit) and charged $100.00 to my bank account, without ever mentioning it to me!! It put my bank account in the negative and cost me $36.00 on top of it. I am still in the rental, as my car is not ready yet, but the repair shop offered to cover the costs of the rental due to the way things went down with my car and the rental person they have in their shop. I was not offered any other car, I was not told that if I had the option for a smaller car, that I would have NEVER met my maximum insurance rental coverage...

The Enterprise person, Ms. Emily **, figured since it was estimated to be a 14 day fix, that she could just PUT me in a more expensive car, suck up all the money she could from my insurance company and that would be it. However, the repair shop found damage after they removed some parts, which delayed the finish another 14 days, which placed me in a position that she wasn't counting on... she kept blaming the repair shop for taking so long, but wanted me to pay the extra money, or them to pay it. When it was HER that failed to do her part by first, offering a car comparable to my own, explaining the "max out" that may occur, etc.

I have to shut down my credit card to avoid Enterprise charging any more money from my account because they don't even advise you when they are going to charge it. I believe she charged it because she was mad at me for telling her she failed to do her job correctly, which she did and the repair shop agreed with me on this. Even an Enterprise employee was shocked that someone charged my card without advising me of it and while I was STILL IN THEIR CAR!! I will tell anyone that listens and has ears what Enterprise does to their customers. I will advise my insurance company as well. These people cost me the $100.00, a bank fee and 1/2 day of work!!! I am sickened by this and saddened that they can get away with it.

I rented a car on Tuesday from the location closest to the body shop where my car is in Lacey, WA. It had some concerning safety issues with the seat not moving, etc so they told me to swing by and they would swap it out, which happened - in and out in 5 minutes, no problem. Unfortunately, the next day as I tried to leave work in Auburn, WA this new car would not start. Wonderful. I was directed to call the roadside assistance who gave me 3 options: Wait for a tow truck (90 min-3 hrs), wait for an on-site swap (2 hrs-3 hrs), or go to the local Enterprise location and they should be able to take care of me. He even said that the taxi charge could be reimbursed if necessary. I decided to get a ride from a coworker to the local Enterprise that he recommended me to - the Kent location which was less than a mile away.

Here is the part that has solidified my decision to NEVER go out of my way to rent from an Enterprise again, on business or out of necessity. I will save the extra money and go to a competitor where this level of customer service is expected. Upon walking into the branch office, my first observation was the smell and the general hygiene of the environment. It was filthy, with dirt and leaves all over the floor, grease marks across the walls, the chairs were unclean and not one employee even looked up to give me a typical "Just a moment" or "Be with you shortly" as I stood patiently in line with 4-5 other people for the next 15 minutes. As one of the employees walked in the front door, the one sitting at a computer looked up and said to her, "You should go hurry to get this customer now, she is one of 'those'" and rolled her eyes.

When it was my turn at the counter, I explained my situation to her (same employee at the computer) and the most response I could get was "That's not how we operate. You need to call the number on the back of the paper." I explained to her again that that is exactly what I did and they directed me to this location where the dispatch should have scheduled a solution. I let her know that time is short as I have a son I needed to pick up by a certain time before his daycare closed in 3 hours and I live 50 miles South. In the midst of my telling her the situation her desk phone was ringing and she kept looking at it and grunting in frustration and mumbling "Ugh" like the whole world was inconveniencing her. Her (personal?) cell phone then rings, she cuts me off and answers it because it's her assistant manager, Tyler, calling.

She handed me her cell phone so that I could talk to him - and with the same unhelpful and condescending tone as her he kept telling me that I could be a liar and have stolen the car or keys and paperwork and unless they have physical possession of the vehicle I needed to go sit back down and wait for the tow truck with the car, even if it takes 3 hours. That's just "too bad." I asked him if there were any other options. If they could send someone with me, or rideshare -- literally anything at this point as I was desperate and would have rented another car out of pocket if necessary. He then communicated to me that it's not his problem and that he needed to get off of the phone.

Once I hung up the phone with him I turned back to the girl at the counter, at this point starting to cry because I am not only frustrated with this experience but also starting to panic about making sure my son is safe until I could get to him in 3-5 hours. When I turned back to her and handed her phone back she shrugs and says, "Told you so."

At this point I called a ride to come pick me up and take me to the Auburn location instead. At the Auburn location, they HAPPILY gave me a car within 5 minutes of entering the branch, offering me their apologies, and making me feel not only welcome but reassured that there are good employees at Enterprise and maybe my day wasn't completely ruined.

All in all, this was an absolute nightmare. I don't know if this location needs some restructuring and training, or maybe it's the Roadside Assistance that needs to get their policies straight. Either way, I cannot comfortably recommend or be a customer to this sloppy franchise again until I feel that they can consistently live up to the expectations set forth by their marketing team. I am currently driving the 3rd car in 3 days and with a week to go, my fingers are crossed that this one will be the last.

For a company started with seven cars, now one of the largest rent a car business, they are now too big to care for its customers, and back up their employees no matter what they do wrong, and their hidden policy seems like never admit their mistakes no matter what it takes, lies, cheats, and deceptive practices are ok to protect their interest.

I am a disabled veteran. I will prove to this too big to care company like Enterprise, that we live in free country like United States of America, that individual customer like me still matters, and can do greater things than what this too big company thinks that individual customer don't matter, because they can't be touched, because they think they millions of customers, and just one doesn't matter. But company who started the company with only seven cars and hunch, the founder Jack Taylor in 1957 should look at my complaint. People if you care about what happened to me go to Hertz, they are great. Thank you people for your support.

UPDATED ON 10/06/2016: Incident happened on 3/31/2016 at Enterprise Rent-A-Car office 4517 W. Flamingo Rd, Las Vegas. Incident with store manager Mr. ** & Mr. **, when they refused me to exchange my rental vehicle to higher upgrade allowed by at fault Progressive insurance company. I was up to this point a royal customer for couple years, very happy customer with them. Even though I ran into some cranky unprofessional Enterprise employees couple of times, but never filed complaints because we all are humans. I am very understandable so this incident is my very first complaint against Enterprise. To make very long story short, because the store manager Mr. ** refused to exchange my rental vehicle without giving me a valid reason, and when I asked for his name, he refused to give me his name. Any rate he escalated the situation to whole another level for not providing me with a professional service.

Long story short, I wrote to the CEO of Enterprise, got some attention from top managers from Las Vegas, we had meetings. But all their conclusion was to back up their employees, even though I pointed out to them the two employees were lying to them. Three top manager stuck to we need to "Back up our Employees". Fast forward to today. As of 10-06-2016, I started ONE-MAN Protesting all over Las Vegas Area. Until I receive a apology letters from Mr. ** and Mr. **, all I wanted is apology letters from these gentlemen for the 3-31-2016 incident. I hope Enterprise Company will do the right thing. As of this date of 10-06-2016, I am still waiting for the apology letters.

My point is how the hell can someone steal a 2016 car and you have no coverage for just this reason? My issue may not even make you feel bad but what if that person had hit my grandkids? They were just in the yard playing. The Monica person was so cold to me when I called. She didn't have the balls to call me and tell me they denied the claim then lied and told me she will send out the letter that day but the letter was sent 3 days before. Really. I guess if what you train your staff to do is to hurt family and make them pay and you all get rich. Well remember every DOG got their day...

Well, when I returned their junky car, there were two BMWs in the parking lot along with a Cadillac SUV. Right on the counter are the two pics I uploaded to accompany my review. They look like "premium " cars to me. Aside from the junky car, they had mixed up my account information and the car I had was registered to my OLD account and they were trying to charge me for the extra time I had the rental due to the body shop taking extra time to repair my car. I will NEVER use them again and have told my family and friends to stay away too. They DO NOT TAKE CARE OF THEIR CUSTOMERS!

I did not want to risk having the key not work again, so I asked if I could have another car sent to me tonight since I had work in the am. The first person I spoke with at 7:50 pm said the nearest car would come from JFK airport. First she thought I was only 27 miles away and got my location really wrong and then I was told it would be here in about 3 - 5 hours. I was told AAA would bring me the car on a flatbed and exchange the car I had. Ok I got that. She sounded really confused on the phone however so I called back. Person #2 then told me the new car would be at my house in 7 minutes. 7 minutes? I asked if I could speak with another supervisor since that made no sense. Person # 3 said the car was en route and should be at my house shortly. I was satisfied with that.

9:30 pm AAA comes to my house with no car on the flatbed. The driver had no idea he was supposed to have one. He also didn't know exactly where he was supposed to take the car I had. He was kind enough to wait for 20 minutes as I spoke with person #4. Person #4 however kept me on hold for 20 minutes and the driver had to leave. When the woman came back on the phone she said that the previous people kept opening new inquiries instead of building on one and she had to clean up my file. While I am on the phone with her, person #5 calls me. Is anyone keeping track with each other?! I'm starting to get confused!

Long story short, I spoke with 8 different people in total. By midnight, I was told there was no car coming because they were all closed as of 5 minutes ago and ran out of cars even though I've been calling for the last 4 hours! Around 1 am I get a phone call from a tow truck driver and he is outside my house to get the car and has a business type van for me to drive! then the driver says to me "I don't know why they didn't give you a similar car, they had a whole lot full." What?! I was told they ran out of cars at one point! First thing this morning I spoke with the last supervisor again and he didn't even know I got a car last night. He said my local Enterprise would be contacting me soon to give me a car. That was at 7:30... I just got the new car, 4 hours later. This experience was so stressful for no reason. The company needs to work on their communication.

At the time of check out, Trey and Brian the supervisor or manager had overcharged me for another day for the same day I was suppose to bring the car back when on my reservation had clearly written on it - return car anytime between the time of opening or before closing... which the time was printed 7:30 - 6:00 pm. I mentioned to trey that the car had a miss in it the whole four days I rode, Trey then replies. He know the vehicle was time for oil change. I was really disappointed because after all I am a loyal paying customer. And with all that was happening you didn't try even offer me anything back and overcharged me... asked me did I want the car back because he already.

Charged me another day... After he knows what's all wrong with the car... That was very unprofessional. It seems like he didn't give a care about customer satisfaction. Just whatever quota or goal he could make. I never had problem with Enterprise rentals at all. I Always thought you guys were the best rental place that I would want to bring my business to. But I felt like I just got robbed ripped off from enterprise D'iberville, MS. And Enterprise refuse to do anything besides Over charge me money for a vehicle - they knew that didn't get the proper maintenance - very poor customer service. I thought the employees were there to keep guest happy and satisfied not run them off. No I will not be back.

I received a few messages saying I needed to update some paperwork and informing me that they put me in a car that had recall on it and needed to be returned. I work from 8 am to 6 pm, making the return of the car very difficult for me. I was planning on just paying to keep it for an extended amount of time, as I have done with several cars in the past, with Enterprise having no issue with this whatsoever. May I add that as a mother who always is in charge of her young daughter's transportation, it was quite alarming to know that we had been driving in a recalled car. During a routine check of my bank account, I noticed that I had a $100 hold placed on my card on April 4th. So I attempted to get the day off of work to return the car and deal with the rental car switch, as my previous rental car had been recalled.

On April 5th, I received several phone calls from family members in different states saying they were receiving calls saying I had stolen a car and would be arrested. I don't understand how a business could charge my card 1 day, then turn around and make slanderous claims of theft the next day. I was planning on visiting the family they had called soon and now this situation has made it hard for me to plan my family trip. This experience with your company has now not only affected my job, my ability to get my daughter to her schooling and extra-curricular activities, but it has now affected my relationship with my family. If all of this wasn't already a highly-credible cause for concern, I drove over to the branch to ask why they had charged my card, yet claimed to my family that I had stolen the vehicle. They said they have nothing to do with that and they just want payment.

Payment was rendered, yet my reputation was slandered and I was incredibly inconvenienced. I spoke with Julian **, who was not helpful at all. I asked him how his company was willing to remedy the situation and also for causing such a confusing hassle and defaming my character to my entire family. Julian had no regard for my situation. He said it was not his problem and that all he wanted was payment. I did not receive any empathy or help whatsoever. I asked him before he charged my card that I wanted to know, on a branch-level, what he was able to do for me. I had already spoken to Mr. John ** VP of Fleet Management and he assured me I would receive some sort of compensation for this terrible experience. Unfortunately at the time of my arrival, Mr. ** was unable to come to speak with management at this branch, causing Julian **'s attitude to worsen.

I told him "Before you charge my card, I want to leave out of here with a smile and to be satisfied with the service I received instead of feeling like a criminal. Mr. **'s response was "I actually do not care how you feel whatsoever. All I care about is the payment." I was in shock. How could the manager of a business be so rude, not only in front of the staff he is in charge of, but in front of another customer as well? He did not care the problems his business had caused me whatsoever. I told him that wasn't very good customer service and he replied that he has heard that from several people and does not care. I felt he was racist against me as a Hispanic and also because I am a woman. I told him I wanted to speak to his boss and he refused to give me a name or a number. All of this is occurring while I am running late for the work shift I had to alter to return the vehicle.

So after several minutes of telling him I wanted his boss's number, he finally gave me the name of Phil ** and the according phone number to contact him at. I left him a message and have not received any word. I also spoke with Marsha from the regional office in Northbrook and have heard nothing. I told Julian I was disgusted with his customer service and would be speaking to his boss. He laughed in my face several times. I was about to make my payment (with no compensation for my time or regard for the problems they have caused me). I asked what car I was going to be switched in. The weather was incredibly rainy and I needed to come into work ASAP. Mr. ** then tells me he cannot offer me another rental because an unauthorized driver had been driving the car. I was in shock. I had been the only one driving that car. It is impossible anyone else other than myself had driven that car.

He then begins to say the car also smelled like smoke. Another impossibility, as me and my daughter have asthma and cannot be anywhere near smoke. I should not even have to mention that it is also illegal to smoke in a car with a child in the city of Chicago, as of 2015. Why he had not told me this before I told him I was going to report him to his boss, I do not know. I became infuriated. Not only had they given me no choice except to take a day off of work and defamed my character to my entire family, he was now telling me I could not be switched into another vehicle, leaving me in the thundering rain to walk to work. Mr. ** also made a derogatory remark insinuating that my card probably wouldn't even go through. Why is that, Julian, because I am a single woman of Latin descent? After telling him I wanted to speak to his boss several times, he then says his boss is the one who told him I could not be put in another rental.

I asked why he hadn't let me speak to him and he said he was too busy to talk to me, a valued customer. I was left to walk in the rain after paying thousands of dollars to this company for their services over the entire period of time I've done business with them. They do not care about the problems they cause their customers, even when the problems come from Enterprise directly. This isn't the first manager of a Enterprise that has given me problems and a horrible customer service experience. Manager ** from the Enterprise branch on 4314 N. Western had also given me a hard time and made me late to pick up my daughter from school. I filed a complaint against him and haven't received any info regarding the situation. Is this how all the managers are of the Enterprise branches on the North Side of Chicago?

Do you give your managers the authority to run credit cards, then put your customers names on a stolen car list? Are your managers trained on proper customer service before given the title of Manager? If not, I highly suggest that you start, because as a valued customer of many years, I am incredibly upset and offended by the improper treatment, racism, sexism, false accusations, slander and no reimbursement or reparations to amend the strife this unfortunate situation has caused me and my family.

Original Review: April 9, 2016

This is a warning to the public who rent a car from a Enterprise franchise. Before you sign for the vehicle take your time and inspect the vehicle and take pictures for your own protection. They have a habit of accusing customers of damages they did not do. It seems this is only happening at the franchisees. The investigation takes 2 weeks and is only one sided. The end result is you will pay.

After a few days the car turned off. I immediately called Dustin and he said that I made the second person who called that said the car turned off. He stated that he had called the manufacturer and they said that it is common for the newer vehicles to do that. Also, I told him how the gears shifted hard but he continued to make excuses. Not one time did he say or offer to have Roadside Assistance to come and change out the vehicle. Yet, he said that I could drive the vehicle who had these issues back to his location which was keen 40 minutes away from where I was or take it in to the Franklin Location which was about 30 minutes away from the location at that time. Unfortunately, my daughter was in and out of the hospital; therefore, my focus became mainly my daughter. I had paid the week before although, Dustin never offered to resolve the issue by calling Roadside to change out the car.

He charged me $194 and called back the following week and spoke to one of my family members and said that I owed a lot of money to them. Well, things spinned out of control more. My daughter went back in the hospital which Dustin was informed of the issue. Enterprise called a lot but never offered to refund my money or change the car but asked for more money for a vehicle that did not properly work but cut off. On last Friday, 3-11-16, Enterprise came and picked up the car without informing me. They never knocked on the door to talk to me but seen me go to the mailbox to pick up something from the hospital. They never asked for keys but called someone to pick up the vehicle and left.

Prior to this incident, I told Dustin, that I was going to call this corporate to see what can be done but he said, no don't do that! Now, I see why because how they picked up the car. When they picked up the car, my daughter's prescriptions were in the car that needed filling. I have file so many complaints regarding the way this was handled and requested that the Regional Vice President to called and I never received a call from the Vice President. Gary from their Risk Management called but talked about me coming to them to pick up my and my daughter things.

Tammy ** the Executive Assistant called today on 3/18/26. She was very unprofessional! I asked did they received my complaint and she said, "you will get tired of complaining, running out of people to complain to and no matter what I will get the complaint. You have 30 days to get your things." I requested that she never call me again, that I requested the Vice President to call me and she said "every complaint will still come to me."

She then stated "once they authorize the rental for you call and let us know and we will get them to take over the bill. Your card will not be charged." So I completely trust this employee and drive off and go home. The end of the week arrives and I get a call asking if insurance is going to take over and I inform them that the insurance was still investigating the claim and once I got word I would contact them immediately. Unfortunately for me, the driver that hit me and was at fault was unable to give a phone statement so his insurance company was waiting on a written statement. Finally two weeks later, liability is assumed by his company and I have them contact Enterprise to get my rental car taken care of.

I contact Enterprise the following day to make sure everything is good to go and I'm told there is $387.00 that I need to pay. Shocked, I ask for what. The guy explains that the damage waiver is my responsibility if insurance doesn't cover it. I go back to the day I got the car when I said "I only want what insurance will cover." So I contact Metlife in an attempt to get them to cover this fee and they inform me this is "extra insurance" and isn't necessary if I am already insured. At this point I'm almost in tears because not only am I in a horrible predicament of having my car totalled and now having to look for a new one and take one that expense but now I clearly was taken advantage of and misled to sign something that wasn't explained to me clearly. So I go into the location (Slaughter - 78748 in Austin, TX) and I speak with the manager.

He begins to list excuses as to why she might have told me it was covered by insurance. I explain that I don't have the money to pay out of pocket for something I clearly didn't understand I would be paying for. He then offers to take 25% off. He asks me if this is sufficient. I explained (in tears at this point) that no, nothing out of pocket is okay for me because I'm already having to find a new car. And now I have this extra expense for something I was basically lied to about. He then lowers it to $183.90. Again he asks me if this is okay. No, nothing is okay because I was taken advantage of and told that something would be covered that isn't and that I didn't even need. So here I am, $183.90 in the hole because an Enterprise employee misled me to believe this charge would be covered by insurance.

The manager said he would re-train her however that does nothing for me at this point. My stress level is beyond high and I'm now out almost $200.00. What a sad and eye opening experience. All I needed was for the manager to remove the charge that I clearly was misled to believe would be covered and I could have gone about my day. Instead I am stuck figuring out how I am going to pay for this along with all the added stress. Such a horrible and disappointing experience. I attempted to get on the website to go above the manager at this branch but haven't had luck finding the contact information. I work for a city and we would never be allowed to conduct ourselves in the manner this employee did. Clearly customer service is not a priority to the worker or the manager...and for this I will never work with Enterprise again. I will also share my experience to warn others so they don't end up in the same predicament as me.

I asked the gentleman on the phone if I would be able to trade in the Dodge Ram pickup truck to a transport van once I arrived in Florida for the duration of our trip and to make for a bit more comfortable ride for everyone when we were to drive back home and I was told at the time of making the reservation that they would certainly be able to accommodate me. Everything sounded great when I made the reservation on the phone a few days prior to me picking up the Dodge Ram pickup truck.

When I went into the office on the day I reserved to pick up the vehicle I was pleasantly greeted by an employee named **. ** pulled up my reservation and upon review and many questions later the rate suddenly I was informed that the rate went up and raised from $337 to $505. When I asked why the rate has raised $168 I was told that because my brother couldn't use his debit card to hold the funds. The only way I could use my credit card is if I was added on as an extra driver which would cost an extra $10.00 per day. Then because I was taking the vehicle to Florida I would be charged another $10.00 per day (remember I had already discussed with the man on the phone when I made the reservation that my destination was going to be in Florida).

At that point I was stuck in the situation and had no choice but to just accept whatever they were going to charge me because my brothers had already drove 4 hours from their home to my house to make this trip with me so I couldn't really back out now. With no other choice I reluctantly just accepted whatever they said and rented the truck. We finally get on the road to make the trip and arrive in Florida without any snags. We get everything unloaded so I could trade in the truck for a transport van at the nearest location in Florida.

I called the employee, ** at the Waterford. Mi. location so he could assist me in trading in the truck for a transport van in Florida. Very rudely and disrespectfully ** had said that I could go ahead and call an Enterprise Rent-A-Car location myself down in Florida to trade in the truck for a van but in doing so I would be charged a very hefty fee because he had made the reservation for round trip, not one way. He explained that I would have to turn the vehicle in and rent a different vehicle for a one way trip instead of just simply trading it in for a van. He said the reason for the hefty fee is because trucks are not as desirable in Florida as they are in Michigan.

** had made it very clear to me at that point that I was a burden to him and that he did not want to waste any more time discussing this situation with me and that he was not willing to help me in any way. I couldn't even believe my ears. I have never encountered someone so rude and disrespectful in my entire life. When I tried to call the Enterprise Rent-A-Car in Florida for 2 days straight I was told that they had no vehicles available so I was left with no option except to just drive the pick up back home and drop it off at the same location that I originally rented it from. Beware of Enterprise Rent-A-Car!!!

Another lady stepped over at this time who appeared to be the manager to find out what was going on. I explained again to both of them that I already had travel insurance so didn't need to purchase extra, to which again they both said they needed to confirm. The whole concept of travel insurance seemed to be a mystery to them. The manager then informed me however that they wouldn't be able to call anyway as their phones could not dial internationally, so if they needed to make a claim they couldn't get in contact.

To purchase the insurance I apparently required through Enterprise was going to add another $200 USD to our reservation. I asked what the insurance was covering as, again, I already had coverage through my travel insurance. After a lot of fumbling I was told that the insurance was to cover their car if I damaged it. Once my group and I heard that we were out the door, as it was starting to seem more and more like a scam. Why are we paying for the insurance of their vehicles? I have rented with multiple other companies including Budget, Alamo and Hertz and have never experienced any issue relating to insurance. Once I have informed them I am covered they are happy. It's obvious that Enterprise are not equipped to accommodate international drivers who have their own insurance.

On 3/29/16 noticed there was another charge for extra day on my credit card so again I called Kentucky office. They told me that Neenah office closed out the ticket, to call them and so I did. Well come to find out J.B. at Neenah fed me yet another line of BS saying how the office is closed on Sunday and so you get charged. Well then why do you have a key box in front?! So nothing was done again. So after all the extra charges that they nailed us with we could've flew home. I will never go through Enterprise again. We were quoted $32 for GPS, $24 for gas, $230 for one way. We were charged $373.91 plus the extra day we didn't even have at $89.54!

We started to pay our account weekly instead of bi weekly so that we could monitor this. We paid last week, double checked when next payment would be due and the amount, got told the next Friday (so this Fri Apr 1, 2016) the amount of 186.00 due for one week if we stayed in same vehicle. We then get a call yesterday to say that somehow our account is behind by over 600$, when asked how we got told we needed to come in to the store ASAP to see the paperwork. My husband and I both work during the day and asked if it could wait till Fri when we were off and normally come in, just to be informed no. I spoke to the regional manager who was equally as rude and inconsiderate, was told that we owed this money but could not explain how, that he didn't care if we lost our jobs to come in there, amounts he claimed owing was first $200, then $600 and then $800.

Went in to the store, looked at their paperwork, dates of a couple payments were wrong on their systems or not showing at all, so provided them with bank statements to show them when account was paid, they could not explain this. They could not explain why they tried to access our credit card for additional amounts even though we paid weekly now and paid total amount they requested. Informed us we had till Friday to pay $650, (which again a different amount) or it was going to collections, had us return the vehicle and still could not answer how we all of a sudden owed them this large amount. Very disorganized, disrespectful employees and I would say shysters. Not happy at all, have placed call to their head office, waiting on return call. Will keep going up the ladder until someone can explain these amounts and answer our questions. Would not recommend the Enterprise car rental store in Orillia, ON Canada.

After my little vacation of which I was moving stuff back to NY and I mean a whole car full of stuff, I left and started heading back up the east coast. I hit SC and after a little bit looked down to realize my tire pressure was low. I figured I did a lot of driving and probably just needed air so I decided to pull off at the next rest stop. After about a minute I looked down again and the tire pressure was at 5. So I pulled over and while freaking out remembers what the guy had told me. I pushed the button and was disconnected. Freaking out I pushed the button again. Then again. Nothing. It said "sorry onstar is not available in this vehicle".

My glove box was blocked with my things I packed so tightly in the car and I had no idea what I was supposed to do traveling down i95 by myself at 10:30. I did not want to get out of the car because I'm actually afraid of the dark. I'm 23 years old and I DO NOT go outside at night or even sleep in the dark due to this. I know it sounds pathetic but I always have been and always will be just like some people are afraid of snakes or spiders all their lives. I'm afraid of not being able to see what's around me and think the worst about what could happen.

So anyways... I finally decide to google and find enterprise roadside assistance. The lady who I was speaking to asked me if I was safe and I said "yes but I am by myself and it's dark and I'm scared". Then she asked where I was. I told this lady I was between this city and this city on i95 northbound and mile marker whatever was right in front of my car. She said "that's not good enough". UHM WHAT DO YOU MEAN NOT GOOD ENOUGH. I BASICALLY GAVE YOU COORDINATES.

So after about 20 mins she finally decides to tell me someone will be coming to either tow me or put a spare tire on. She asks me if there's a spare in the trunk and I of course did not know (figure this should be policy) and asks me to unload my trunk on the side of the road and check. So pissed off and scared I did... Threw everything from moving on the side of i95 (totes and clothes and little things) and found out there was a spare. I then left everything outside and got back in my car because I again am scared of the dark. So now I'm hysterical.

She then tells me the guy is on his way and should be there soon to put a donut on. I literally just started my trip back north and I realized you can't drive on a donut that far. I asked her "maam is this safe to drive on all the way to ny" and she then told me I would be fine. I knew this wasn't right and I started freaking out. I waited for the guy to arrive and change my tire and he told me that that was not enterprise policy and I should be put in a hotel room for the night till a location is open to exchange the vehicle or they are supposed to deliver me one.

Angry as ever I called back and thankfully got a different lady who was educated and so nice and helpful. We tried every airport around me to see if they were open but none were and it was decided to stay in a hotel and be reimbursed when I return the vehicle. So I found a hotel, waited for the donut to be put on, the guy put my tire in the car for me and I'm looking at it and it seems to look like it was a plugged tire. Not a new tire. It literally had a plug in it. Is that even safe? Or legal? So I get to the hotel and situated and I sat down and then realized I was never told where to take this vehicle. So I called back again. I was told Florence airport.

Of course from being upset I could barely sleep but I knew I had a long day ahead of me and eventually cried myself to sleep. I woke up at 9am the next morning to check out by 11am and headed to Florence airport where I was told everything would be set up for me when I get there. I walked in and told the guy my name and he looked at me like I had six heads and then I told him what happened and he said "I don't know why roadside tells everyone to come here because we don't have a car for you." My jaw dropped and with a basically evil look on my face I said "are you ** serious. I need to get back to NY". He then asked me to sit down so he could see what he could do for me.

About 20 mins later he came up to me and said "I have a car for you. It's a little bigger but at least it's something". I at that point did not care. I just wanted to be home safe. He gave me the keys, walked outside, did the normal enterprise check of the car and then walked back inside. I had a car full of things to load and unload by myself. It took about an hour to transfer everything and then I was on my way back home. The guy called me the day before I was supposed to bring the car back and asked for this story. I had things to do that day and had to move everything up two flights of stairs the next day due to no one being home when I was there, after moving it out of a car. I returned the vehicle the next day. They of course closed at 1 and I couldn't be there till 2 so I was a day late. And they're not open Sunday's so I was supposed to pay that day too? No. ALL BECAUSE OF WHAT HAPPENED - NOT BECAUSE OF ME.

I have called customer service, I've called the location manager, I've called these people more than they have me. Calling everyone my reimbursement for a 620$ vehicle. $120. You have got to be kidding me. I have never been so dissatisfied with a company. I will NOT recommended them to anyone and next time if my car doesn't have working onstar they can find me one that does because I will not be in this situation ever again thinking I could die on the side of i95. There's no reason it shouldn't have and there's no reason I should have been treated this way. I am not just a customer I am a member and have always had a positive experience. Moral of the story: Enterprise roadside assistance sucks and the company is full of liars. Just want it to be known your policy is full of it and this is not a award winning customer service review like you claim.

If this is Enterprise's policy, then write it down for the customers. Are the customers supposed to read the policies in between the lines or is the company supposed to write it on the paperwork? The manager was about young with no tact, no business etiquette, and certainly did not know how to deal with an upset situation. He kept repeating himself over and over which only aggravated the situation because a customer needs an answer. In the end, he told me he wasn't going to apologize. I wasn't getting anywhere, so I asked for the supervisor's name and phone number and left to vacuum my car at home. Otherwise as the manager stated, "If you don't clean it, I will charge you $150." 4x. I will never rent a car from Enterprise again. There's good competition out there. PS the Supervisor has not yet called.

I tried and tried to call them and was on hold over 20 minutes five times! NEVER answered! Finally, afternoon on day three, I finally get someone to answer, and they said they had a car for me! WHY DID THEY NOT CALL ME TO TELL ME THAT??? (I had given them my number three days prior). Because they are morons, that's why. No other possible explanation.

Then, Frank said THEY WOULD NOT COME PICK ME UP! I pointed out that this is the first thing Enterprise tells you on the phone, on their literature, hell... It's their MOTTO! Too close to closing time (25 minutes before closing, to come 8 miles in very light traffic!) he said I needed to arrive before 5 PM or I would have to wait for another day! I asked if he could wait for maybe five minutes since I wasn't sure if I could reach him by cab in that time, and he said NO! What a JERK! I've had it with Enterprise. I'm a thirty-year long customer!!! Never again. They did give me the car for free for two days, and I appreciate that, but the level of incompetence, inconsideration and unprofessionalism was stunning. Avoid them. I will!

The Enterprise agent then said they would charge me GBP1,000 for the damaged tire, which is a preposterous charge for a Mazda 3 tire that costs $100 at the most. I also stated that, if they were going to charge me, I wanted the damaged tire, but the Enterprise agent said they were not able to give me the damaged tire for safety reasons, and there was no mechanic present. I am disputing the charge because I think this is a scam because I did not buy the Excess LDW insurance, the charge is preposterously high even if I had caused the damage, and they refused to give me the product for which I paid - the damaged tire. Enterprise has since charged my credit card with $1,240.00, and I am disputing the charge with my credit card company. I am with the U.S. military based overseas, and I will not accept getting ripped off by an American company. I will fight this outrageous behavior in the various forums.

We were leaving to go out of town early the next morning. This completely cancelled a trip and our lodging reservation was lost. There was one rentable vehicle in the lot at that time and I told him we would take that one. He said it was already rented... What? I had rented a vehicle and he didn't hold one for me. I regret that I did not get his name as Enterprise should be aware of their agents' actions and customer satisfaction. However, after reading all these reviews, they have to already know the situation. This is unacceptable and the agent and Enterprise should be ashamed of how they treat customers. Take my word for it... Never rent from Enterprise, especially the one in Tullahoma Tennessee.

With the stress of this and other things, I totally forgot about the 135 I had paid until 3 days ago. There it was on my bank statement 135. I phoned them and was told they would phone me back. So I waited and waited. In the end I phoned them back. The message on the other end said, "this branch is now closed." I phoned the next day and spoke to someone who hadn't been there the previous day and could she phone me back as it was busy.

Again I waited and waited. Yes you guessed it, they hadn't bothered again. I phoned today 24/03/2014 and explained to a rather miserable sounding chap. He said he would put me on hold. He came back a few minutes later and said I couldn't have a refund because it says about the 200 deposit on web site. I don't care what it says, they still owe me 135. How can they keep my money, when I didn't have the goods. How can these big firms be allowed to get away with it. Can see where they make their money, by screwing Joe Public.

She was calm, professional, courteous. Really just wonderful. She even offered to bring the car around since it was rainy, windy and cold outside. She turned my day around. She's is a stellar example of someone who knows how to handle a tough situation. I should know. I run a customer service department at my company. We are responsible for millions in revenue each month. Diane has that indefinable quality that simply can't be taught. Thank you, Diane!

Now here is the thing, not only is it insignificant I never parked the car except at a gas pump, I spent all driving time on I-95 or it was parked in my drive way. I know I did not do it nor did any one else have the chance to do it. Makes me wonder how many times this claim has been made. It is like the secret hard to see bump that they can scam the renters.

I phoned repeatedly every week and they said two weeks after on the 4th of March that the car was fixed and that they had to process it through the main office in Winnipeg. Then the main office in Winnipeg says it needs to be processed in Toronto? What in the bloody hell is going on? Do they owe me money? Do I owe them? I don't know because no one will tell me anything! And this last time I phoned they did not even pick up the phone. It went straight to fax. This company shouldn't even be an establishment. They are so shady. And watch, they probably will try and get collections after me for not paying when they haven't even sent me a frickin quote! DO NOT EVER GO HERE!

I arrived at this location and the guy said he had no vehicles. I informed him that I had a reservation and spoke with someone a few hours earlier that stated they had plenty of vehicles. The guy said that it wasn't him that I spoke with; however he was the only one there at that location. Needless to say I didn't get any vehicle and had to go to a competitor. I will NEVER rent from Enterprise again and I will inform everyone I know about the experience I had.

Here is the kicker. In the 3 months I rented the vehicle I never had a compact/economy vehicle. I paid the higher price for an intermediate or full-size vehicle. With that said, if I wanted to cash my points in on a intermediate/full-size vehicle, it gets me one free day. Therefore I spend $3,300.00 and at the end of the day I get one lousy free rental day which is equivalent to about $50. You do the math. To add greater insult to injury, I should have been a platinum member at the end of my rental due to the number of days I rented and given 20% in bonus points. Instead I was told the calendar year runs from January to December so as of January my rental days started over although it states in the membership packet that the calendar year runs from February to January 31st. Their loyalty program is a joke. I will never use them again and would encourage others not to as well.

However, before giving me the car, the sales representative asked me if I wanted to purchase the Damage Waiver insurance. I told her that I had liability insurance and she told me that liability insurance was not good enough and that I would need to purchase the Damage Waiver since I did not have collision insurance. Any consumer in my position would take this as "you can not drive off the lot until you purchase the damage waiver". So I purchased the waiver and went about my day.

The rear end accident took longer to fix than expected so it was not until February 8th that I got my car back and returned the rental. The Damage Waiver costs came out to 142.87 and the offending party's insurance refused to pay any of it. I then did extensive research to figure out who would cover that cost. I re-contacted the Enterprise agency and specifically asked the agent if I was able to drive off the lot with simply liability insurance and he said that if I did not have collision insurance that I would not be able to leave with the car. This began a three week long game of phone tag with my credit card where I discovered that if I had refused the damage waiver that they would have covered insuring my rental. Mind you, that Enterprise goaded me into buying the Damage Waiver while acting as if I could not leave without purchasing it.

I then called Enterprise today (as I was unable to get ahold of the credit card company until today) which is about a month and a week after the invoice was given to me. I asked if there was any way to provide a refund (partial or whole), since I was incorrectly told that I was required to purchase the damage waiver. She apologized for the "mis-information" that BOTH of her sales representatives had presented me with and informed me (much too late) that I was legally able to drive off the lot without paying for the damage waiver since I had liability insurance and a discover credit card on file that would cover my costs.

While the sales representative was polite, she told me that refunds could not be given after a certain amount of time. When I explained the phone tag with the credit card company, she said she understood but that it still had been too long. So then I asked what the maximum amount of days to get a refund would be to which she responded that there was no set amount and that it was decided on a case to case basis.

To the normal person, 142.87 may not be a large amount of money, but to me, that is a substantial amount of my income. I would not be out of that amount if the sales representatives at Enterprise had presented me with my options instead of unethically presenting that I had no other option except purchasing the damage waiver. While I can understand the nature of business and attempting to make a sale (as I have worked in sales myself), having two representatives tell me something that wasn't true regarding insurance that is supposed to be optional seems very un-professional and "scammy" to me.

Like I said, I don't intend to slander Enterprise, but I believe that consumers should be presented with their options instead of being incorrectly led to believe that they MUST buy something that the rental agency CAN NOT LEGALLY force the consumer to buy. It's underhanded, unethical, and I am out of $150 because of it. And at least try to resolve the issue or something before just saying that there is nothing you can do when in fact your own response indicates that you do have the power to do something, but that you are not going to do it. So remember renters, you don't have to buy the damage waiver if you have Liability Insurance and a credit card that provides rental insurance. My Billing reference number is ** and the rental agreement number is ** and the invoice date is 02/08/2016.

I took pics in the beginning because I noticed he had no common sense. If you see numerous dents from the beginning he should have noted that or gave me another vehicle to rent. My lawyer is getting involved with this issue now it's out of my hands. Enterprise has really become bad business over the years. They have honestly lost their touch at keeping valuable customer service.

I had no clue what to expect with credit scores and financial things, but I was able to get my top pick car with no money down! I cannot promise that for everyone, but Mindy laid out every single possible option! Did I mention the no pressure and none of that annoying constant calling either! The entire team is so friendly, I recommended another friend currently processing her information to get a car too! The referral bonuses are kind of like winning the lottery. I don't mean to rant but being a woman looking for a car is stressful, but I had the best possible experience!

About an hour later when I went to put on my seatbelt it would not snap in. I had to push hard on the back of the seat to get it in. While pushing the seat flew back into my son's lap and scared me half to death. It also hurt my neck. It also hurt my son's leg. From then on down to Fort Lauderdale this happened every time I had to put the seat belt on. By the time I got to Florida my neck was stiff from falling backwards. My son learned to start holding the seat up so it wouldn't bash into his legs. Once in a while we forgot and ouch. My neck hurts as I write this. So I parked the car for four days while I took my cruise figuring I would take this up with them when I got back and they would graciously apologize and give me a refund or something to make up for all of this.

Got back and all the way back up to South Carolina I had the same thing. At one point I actually did call corporate and file a complaint because each time I found myself sitting backwards in my seat with my neck aching I got angry. They told me to talk to the manager when I got back. I actually was going to spend an extra day in Fort Lauderdale but came back early because I did not want to drive this contraption around. On top of all of the problems it was horribly uncomfortable and a gas guzzler. Decided not to hit the west coast beaches because of the car.

When I got back I immediately told the manager what happened. He said he was going to check it out. He then came in to tell me the seat belt was wrapped round the lever to put the seat belt back and this is why it happened. No way! The lever is on the left side, the seat belt on the right. I know this because I had to pull the lever back each time I was in my son's lap when I tried to get the seatbelt in. He gave me a $50 credit for the "dirty" window that was not "dirty" but in reality, a safety hazard. I was tired of fighting with him so thought I would solve this through corporate. I left and once I was gone I realized he didn't credit me for the extra day I brought the car back early! So I called corporate pretty mad. They didn't care one hoot. Someone took the report and said "someone would call me" to discuss what happened. That was two days ago. I have not heard from anyone.

I also have not received my $150 security deposit back in my account, the extra day OR the $50 credit. What a joke! So I will have to call again today and fight. This is a drag after a great vacation to have to go through this with Enterprise. I will NEVER EVER EVER use them again and will tell everyone I know not to use them. I had the best time and they are making me argue and fight now for my money back. No one cares and no other car company even makes you leave a deposit! I just found that out from my friends. I wish I had gone with someone else. I have been a customer of Enterprise for 7 years and even am in their loyalty club and they treat me like this? Companies like this go out of business. Rip off artists. Beware. Don't say I didn't warn you!

First, the customer service from the Damage Control Unit was the worst I've ever seen. They would send us threatening letters and then when you tried to call to discuss, you would only be put through to leave a phone message and no one would ever get back to you. We tried asking for communication via email, which they said they would do but never did. After numerous extremely frustrating phone calls, we were charged $670 for this "door ding."

What alarms me most is that I've gone online and seen very similar cases to ours -- where people who'd been in an accident where they were not at fault had to get their replacement rental from Enterprise and then were charged ludicrous amounts for "dings" when the car was returned -- and then only after dealing with a horribly unresponsive customer service through the Damage Control Unit. DRIVERS BEWARE!!! I will never rent from Enterprise again. And you shouldn't either.

When speaking with the representative at the time of the rental, he was asked about extra insurance and declined as he stated his insurance company covers rental cars. He was then told by Jordan, an Enterprise employee, that the insurance was MANDATORY and he could not rent a car without taking the coverage. Of course, he believed him and he signed the paperwork. He did not completely understand what his options were and again explained he did not want this extra insurance and charges as it was difficult enough to pay for the rental out of pocket. At this point, his car was in the body shop, he had no means of transportation, and he had no choice but to believe him. He did not advise me of these additional charges.

When the rental charge appeared on the credit card, I called Enterprise for a detailed charge as it appeared excessive. I was then told it was for the extra insurance. When I spoke with my son and he told me he was told it was mandatory, I became extremely upset and called back Enterprise. A representative then told me this was not mandatory and it was an optional charge. They agreed to credit me back for $42.50, which was not acceptable but they said I had no choice. This is extremely deceptive and fraudulent practices and procedures. He paid over $800 for the rental car and they took advantage of him.

Due to the deceptive practice utilized by your firm, I am requesting a refund of the entire amount of the rental car. I have already discussed this situation with my attorney who stated if I am unable to resolve this issue, a lawsuit will be forthcoming. I am also filing a complaint with the Consumer Financial Protection Bureau as well as the Better Business Bureau.

So one of the Chevy dealers took me to the store and the lights were off and door locked. So when we pulled up the two people in the store dropped down behind the counter. I was on fire after seeing that. I bang on the door she asked why I was mad. Like she didn't already know. She said she shut everything down. Which means she had no intentions of setting a reservation up at all. It took her more than five minutes to shut down the register and seal up the safe. Horrible experience and I have rented from them for awhile. Never again in life would I buy a rental. Even if I was carless. The manager was very unprofessional. She should be the clean up lady instead. Her mentality would match perfect.

A few days later, I contacted their customer service department again. I was told they were contacting the Dallas/Ft.Worth airport "lost and found" dept. Huh? Why would they know anything about this? I left it in an ENTERPRISE RENTAL CAR! Nonetheless, after contacting them again for the third time, they (of course) said that my notebook was not located. I find it hard to believe that their clean-up crew didn't find my notebook or maybe they don't clean the cars up? If I can't get any better customer service than this, I will be forced to rent from another company. I have already notified my company (we rent cars by the hundreds every year). If everyone here is so dissatisfied, as I am, let's spread the word. Use social media or any means we can to let folks know about what terrible experiences we have had with Enterprise Rental Car. I don't know about everyone else but, I am sick and tired of "customer service" being a thing of the past.

I got very disappointed and annoyed by such a trashy service and wanted to call their managers or complaint department, but it seems there is not such a department defined in their company or at least in their available telephone directory, or their revenue is enough that not to think about these issues! I found out here the ranking of their service is 1, so I wrote this review to share my painful experience as well.

I asked Enterprise agent on what has changed since the day I returned the car. When I returned the car, I was told that I need to pay only $17, now why he is asking me to pay more. I didn't get proper explanation. When I booked car, I asked for a car that would cost $30/day, so I will be covered by my insurance company. When they offered the car, they said it will be less than $30. But I ended up paying $17.

Today I received a letter from them asking me how I am going to pay for the damage that I didn't cause. Reading the others reviews I am sure this company is not serious in what they do. It is a shame that it is still renting cars. Their business is collect deductibles fees and do nothing else. They are already with my money. I am sure the car is being rented again, before even be checked for a properly professional that could say what could have caused that kind of damage that was there already when I picked the car. They are used to do that. Read the reviews and DO NOT RENT A CAR WITH THEM. Shame on you Enterprise.

Well, turns out that address they gave me was wrong because they recently moved. It was freezing today, no hat, walking on a busy road and I can't find it. Check the email, and call the number. It's an automated number. The #1 get directions does nothing and goes back to the main prompt. I figure out how to hit #4 to talk to a local representative. I reach a young man who tells me "Oh we moved. We're just south of Lake Cook Rd. You'll see the big Enterprise sign."

So I walk in heavy traffic for a bit, dodging cars, mud, and sleet, and find this place. Not easy to find as it's more of a "Used Car Sales" Enterprise; I need to walk past two doors to get to the car rental door. Nobody is there. Two young men walk in. Exchange friendly greetings. Things go fine except one thing — if you don't have a credit card you need a UTILITY BILL! (I don't believe in credit cards but have three debit cards with Visa logos but that's not good enough for Enterprise). "That's basically how we do a credit check" the manager says.

The manager there -- a little tiny young man who reminds me of that blond-haired Slytherin kid from Harry Potter movies, tells me "We called and left you a message last night that you need to bring a utility bill." Well, that was not true. He did not leave me any message but rather someone else. I ask what number they had. He recites it and it's NOT the number I provided yesterday. It's from ten years ago from when I probably rented last from Enterprise. Well, that's stupid. He didn't reach me. I doubt he even listed to the name if there was one on the other person's voicemail.

I think this guy was on some perverse power trip. He would not budge. I literally had tax returns, 1099s, bills and statements from everywhere but I needed a magical document from a utility company matching the address on my driver's license... I had recently moved. Really, really hard to do business here. Policy is bogus. If people really want to commit fraud (which is what they are nervous of at Enterprise), they'll figure out a way. Oh yeah, and this guy has the balls to tell me "We are not Google Maps." They refused to admit the corporate-based email showed the wrong address. No apologies from them. What a gem. End of story. I went across the street to Hertz. They did a real credit check. Got a car for two days no problem.

About 10:00 pm, called Sky Harbor, put on hold for 18 minutes. Finally was answered by a young man. I asked to confirm our reservation. By this time, I had located our confirmation number. He said as long as I had the number, I was fine, no need to check. I wanted to discuss setting up for a better car. He said that it could be handled when we came in and we could see what was available then. I just wanted to make sure we were set up for the reservation since I could not confirm with the central reservation agent. The Sky Harbor agent once again said I did not need to worry and that I was fine as long as I had the confirmation number. I was not satisfied with this answer and asked to speak to the manager. The agent quickly said "OK", quickly clicked off, and I was switched to the central call reservation center where there was no manager to help me.

The agent at the call reservation center had no idea how to help me. The Sky Harbor agent was uncooperative, rude, short with me, and not courteous in the least. This is our 5th time renting from Enterprise and we are sorely disappointed at the lack of customer care. All I wanted to do was confirm our reservation and see about arranging for an upgrade and was basically told, "We don't give a **, check with us when you come in and we'll see what we have". I called the Sky Harbor office back, was put on hold again and after 10 minutes was cut off, never having anyone answer the phone. I then called back again and was cut off after about 5 minutes of waiting, again, no answer. I had been told by the central reservation agent that Sky Harbor was a 24/7 office.

I called again and, after about 5 minutes, was automatically switched to the reservation call center again. This time, I was able to confirm our reservation with the gentleman at the call center. He said he could not make any upgrades from his position. I would have to see about and upgrade when I checked in at the Sky Harbor facility. I said I would do that. I then called the Sky Harbor facility again and after a 10-minute wait, someone from Alamo Rents picked up the phone. She explained that there are agents for Enterprise at the desk, but they do not answer the phones after a certain hour and don't answer until 6:00am. The agents are there to assist customers who are returning cars or picking cars up. They do not answer the phones. Really? I found it all very strange.

I ask if you think this was good customer service. If you were me would you come back to Enterprise? I have no choice this time as it's too late to change and I am locked into a Vacation Package deal. It's the vacation agency that makes the arrangements. I will most definitely be speaking to that agency also. Perhaps they will find a new car rental agency next year. I hope you can talk to that young man at the Sky Harbor desk. He needs a truckload of customer service training. The time was about 10:20 pm on Friday night, Feb. 26th.

I asked my son who I had dropped off at school the morning I returned the car if there was any smell and he told me it smelled like a new car. The only other "filth" was maybe some sand that had been tracked in and the normal road dust/dirt on the outside. Certainly not enough to require a $150 detailing. Nothing was mentioned to me. The charge was added in and charged on my credit card with no notification. Had I known the car needed to be detailed I would have done it myself before bringing it back.

When I called and asked for an explanation Jordan responded that someone else there had ran my card because I hadn't been properly charged the day before which I had. Then Jordan replied he would put a note that only he would be able to run my card after 1st speaking with me, never settled the fact that still you cannot tell me who took my money. All of this after I actually received my taxes and he knew this. After all of these headaches I turn the car in better than before because upon rental this car reeked of cigarette smoke. I asked Jordan about my 150.00 deposit and he replied "it would be back in my account in 24hrs". It never came!

When I called and asked about my deposit I was told that my deposit was used because two payments were not properly processed. When of course I became angry because of this long ordeal of theft and more lies?? They continued to try to insult my intelligence and speak very rudely to me about my money they stole. I will never give Enterprise another cent of my money!! Ever again. What this was was theft. I want the whole world to know, and I'm not finished.

At this time the employee next to him asked a lady. She was helping the same thing. That employee did NOT go verify that lady's numbers whereas my Daniel ** went and proceeded to call all 5 of my number. My dad got woke up at 5:30 am, 69 years old. Do ask if I'm legit then he calls 2 numbers that must have changed. He says,"You gave me 2 fake numbers. I can't help you." I order different numbers. He tell me to leave. They picked me up from Ford. How can I leave? I walked to Hertz. They didn't ask a single number and got my business. Please don't use Enterprise. Use anything else.

I am thankful for getting a satisfying answer. But It could be explained well on the invoice instead of just putting the charges all together there. Thank you!

Original Review: Feb. 21, 2016

I am billed too much for the mistake of Enterprise rent a car. First of all they have rented a car without a valid/updated documents. So once the car was taken the police station because of wrong parking, we couldn't get it out. Police told that we are not allowed to release the car and can't even pay the ticket since docs are out of date.

Your employees at 5124-28 Kennedy Boulevard told us that they were going to update the documents and we should wait at police station. After waiting for 2-3 hours and calling again and again your office didn't renew the document of the car. Finally they told us to leave all documents to the police station and leave there. My fee was 185$, however you billed me 310$ which is 125$ over my regular rental contract. Police has all records of that incidence and also they have advised us to contact back to them if we receive more than our rental contract + 185$ ticket. I am not responsible of any extra cost if you have taken the car days later. Please fix this mistake otherwise I will take any legal action that is necessary. Thanks.

I thought he was the only worker on the floor at that point, because I was still waiting, but once I got up to the desk, I noticed the black female sitting at desk in the back. She never lifted her head from the computer screen. All the time I waited, she never got up to help check me in. I started my reservation with the male and was told that I would need to pay more due to not having the economy I reserved. Not a big deal for me really, but a smile, customer service and customer presentation goes a really long way. I said, "So much for customer service" and I asked "Why would I need to pay more if Enterprise didn't have the vehicle that I reserved?"

At that point another customer entered. It was only when the female in the back heard me questioning the male about the price, she got up to help the next customer. The young male still slumped over his screen, she tells him, "Just do the free upgrade." She never looked up or at me or made direct eye contact. THIS IS RUDE!!! I assumed she was "ACTING" ( I use this term very loosely) as the manager, because she gave the upgrade, but her attire was unbecoming of a manager. She looked sloppy, the dingy looking pullover sweatshirt and the uncombed hair, really left a bad taste in my mouth.

A good morning, smile, eye contact and customer service skills are missing in this branch. I have had a dealing with her before and she was very dismissive and unmoved about a refund that I never received, during that encounter also, but I just chalked it up as her having a bad day. Her snide comment about the "free upgrade" made it clear to me that they were not worth spending anymore money or time with. I've rented closed to 10 time with your particular location but this is my last time doing business with Enterprise. I think your staff needs to be retrained or educated on customer service skills and treating people with respect. After reading all of the poor customer service posts, **, your office seems to be running neck and neck with other offices for the Piss Poor Customer Service Award. Do better!!!

Four weeks later when returning the car we were billed $2068.23 which included $781.15 in insurance and additional taxes which we did not need or request. My own insurance and the credit card I was using both provide rental car insurance up to $50,000. I was completely unsuccessful in getting the local office to correct what I thought was a simple error and despite their "complete customer satisfaction" pledge, even the corporate office did nothing but have someone contact me, who did absolutely nothing.

I told the manager, Reed, about me being charged for fuel and he said he would adjust it on my next rental. I told him there would not be another rental from Enterprise as I was totally disgusted by that time, 3 hours had passed and I was still sitting there. I asked if I could pay my bill with my debit card instead of the card used to initially rent the vehicle which was a credit card that my wife had at that time and further asked if the agent could wait two days before submitting my payment as funds were being transferred from my PayPal account to this debit account which was going to take 48 hours. The manager, named Reed, immediately zoomed in on our conversation and gave the agent a NO answer to this request with a scowled look on his face. I know now your policy which is not the problem. A debit card, I found out, requires a copy of a bill with the renter's name and address.

I said to the agent and manager, I just paid you for the rental of your vehicle and now you are requiring me to produce more information in order to swap out vehicles which I, the customer thought was a no brainer, as they had all the information in their computer data from the rental I just completed. The manager not only struck down my request but did not accept a statement of my Verizon bill which I produced from my iPhone and presented to him, the only problem was that it was not in PDF format which the manager insisted on so it could be printed off. I was feeling like your employees had determined I was a dishonest person for whatever reason other than your stupid policy of starting all over to rent a vehicle.

I arrived at 12.30 pm. When it was all over with I left at 4.00 pm, over three hours later because I had spent this time trying to get Verizon Wireless to fax this location a copy of my bill but was never able to accomplish this as they are a big company as you well know and were unable to get this accomplished in a short amount of time and was picked up by my wife and WITHOUT another rental. We immediately went to Budget Rent A Car where they accepted my debit card, with a $200 hold fee, which I had no problem with and I finally was on my way back home.

I WILL NEVER RENT ANOTHER VEHICLE FROM ENTERPRISE. My specific complaint is with the manager, Reed, who never once smiled at me, nor any of the other customers I saw coming in to rent vehicles. He had a very serious look to him as if he had dug in his heels and was not going to waver nor talk to me, the customer, in a friendly manner and explain more in detail the problem. The only time I saw Reed smile was when he was interacting with his colleagues. This is where the problem began.

On the day, when I had to pick up I brought required documents and a bank statement as a proof of my address. A member of staff asked if I want to use an option by paying 14.99 extra per day and then reduce my excess (if there will be any at the time when giving van back) from 1000 to 900 pound. I told that I do not want to use that option and if anything happens I am aware of the amount I have to pay and happy with it.

After this I realized how disappointed was this person and then he said that I have to pay 1200 upfront. He said that he was not sure that if I will need to pay excess after a week’s time I will be able to do it, so I have to pay it upfront. The reason for that he found that my account was partially in a planned overdraft. I explained that this amount was borrowed by the bank, so bank relies on my income by doing that and so he can be sure that I am able to repay it. He said that he cannot see so much money on my bank account so I have to EITHER PAY 1200 UPFRONT EITHER PAY 14.99 EXTRA PER DAY to benefit from excess of 900 not 1000 (IN CASE ANY!!!).

I rejected to pay it and asked to shows it to me in terms and conditions. He could not do that so I left with the van and without the money I paid upfront for the rental (person assured that I will get it back in TWO WEEKS). As a result I was not able to fulfill my obligations with the clients and lost my reputation and money. I submitted a complaint and received a call at the end of the day from this branch manager, who apologized that it will take 2 weeks to get money back and that’s all. AVOID THIS TERRIBLE COMPANY!!!

The morning of the rental I arrived at 7:30 a.m. (I told my daughter, who dropped me off, to leave because she had a 9:00 a.m. doctor's appointment and I thought everything would okay). When I presented the water bill, I was told it wouldn't be acceptable because it was a collection notice. I explained to the manager, John **, that it was paid and had a zero balance. He repeated that he could not accept a collection notice. I told him I couldn't understand why he couldn't use it since it was paid off; he said the bill didn't indicate it was paid off (and could have been verified by accessing my Chase account online). We went back and forth as he repeated himself as if I was deaf.

I gave him the ComEd bill but he stated that the balance had to below $100; therefore, he could not accept it (the collection notice was under $100). At no time did the reservation person inform me that the bill could not be past due and had to have a balance under $100. I relayed this information to Mr. **; once again, he repeated himself, which I understand is standard operating procedure for customer service, but he only aggravated me further. He asked if I was able to log into my individual utility accounts and print out a bill; I told him I pay everything online via my checking account and could show him the payments I have made; however, this was still unacceptable. I told him I keep all my bills at my office (which was too far away) because I pay them from work. Mr. ** stated that he would need a bill.

I then called my daughter and told her to go home and check the mail for a recent bill; however, I wasn't sure if I had recently received any utility bills, as I just made payments on them. The exception was my phone bill, which I had not paid yet. Mr. ** allowed me to log into one of their computers and try to print the statement. I called my daughter back and told her to go to her appointment. I paid my phone bill online (which was only 10 days late) and printed the receipt, however, this was not enough. Mr. ** stated that he needed the statement and the website was not allowing him to download the PDF file.

I called my daughter again and asked her to pick me up (she is 6 months pregnant and high risk). I was going to go to T-Mobile and get a print-out of my statement (I have paperless billing), but they didn't open until 10:00 a.m. Needless to say, I was livid; however, I kept my cool. I did not get loud, or argue, though it took everything within me to control myself. Not only was I going to miss my co-worker's funeral, but I was going to be late for work, and my daughter was late for her appointment. I then realized that I could have used my credit card instead of a debit card and avoided the headache that I went through, but because I was so upset I didn't think of it until after I left. Mr. ** didn't even bother to ask if I had a credit card; I guessed he assumed I didn't have one. Just because I prefer to use my debit card instead of my credit card doesn't mean I'm a less reliable customer.

Though considering all the stipulations required, they probably would have found something additional I needed, like a DNA sample. In summary, your customer service failed miserably by: 1) not providing accurate information regarding the conditions of utility bills; 2) not accepting the collection bill which clearly showed a balance of under $100 which I had paid; 3) not asking if I had a credit card.

Judging by the other complaints on the ConsumerAffairs website, I am not the first dissatisfied Enterprise customer (19 so far for February 2016 and it's only the middle of the month). After I calmed down, I called back Mr. ** for a number to file a complaint, he said he didn't know it, but I could call 1-800-RENTACAR (really?!). I found this hard to believe since I am not the first customer to complain. Only when I pressed for the regional office did he provide me with a number. In addition, Mr. ** explanation of the purpose for Enterprise's policy for requiring current bills for debit card reservations (to avoid credit card checks which may hurt my credit rating, and because other customers who have used debit cards in the past have stolen rental cars) did little to appease me. Your customers should be treated as individual customers, not potential criminals.

I let my dissatisfaction be known to the Enterprise Rent A Car staff at 33 South Wyoming Ave, Kingston, PA. There were two (2) Jewish gentlemen at the counter also. When their transaction was complete, they were asked if they needed to be dropped somewhere. Once the agent saw my Retired U.S. Army Identification my niece and myself were not offered a ride anywhere at the conclusion of our transaction. So a sixty three (63) year old United States Army Decorated Combat Veteran post two heart attacks and a young lady with only a hooded sweatshirt had a nice brisk two (2) mile walk in twenty (20) degree weather to get my car from Pompey Collision. I feel I have been Insulted, Cheated, Lied to, and Discriminated Against by your company and I damn well want something done about it!