Enterprise Rent-A-Car Reviews

So in order to turn in the car I had sign a paper that said he found a dent that I disputed. I took photos and tried to get a video of him telling me the car was unrentable but no results. Then I get a claim for damage to rental vehicle over the phone for $160.00 that was fixed by putting a suction dent puller on and pulled out. I refused to pay the damage as it was never there and it was just a scam to get another $160 from me as they had my credit card signature and would be hard to stop them. But at last they said on the phone that they would not charge me for the dent that was never there. So the scam ended and I did not do business with them again on the return trip to Southern California.

I told the agent I had no option and I had to have a car and for him to call his boss to see what to do... after much drama on my part, he called his boss who told him to try to get another car from another location in Omaha and I waited for it. It showed up about 12:00 midnight and i had to drive to the country arriving about 1:30 am. I just could not leave the Enterprise desk as I had no way to get anywhere, especially at that time of the night. I am 64 years old and my elderly dad is 94 so there was little alternative. How can this occur? Is this legal? I also have severe arthritis so it is not a joke to have this occur and I was traveling with bags, etc.. Again, I ask...is this legal? Thank you for attending to these shoddy businesses.

I then made NUMEROUS calls, to the adjuster (who then called the OTHER adjuster to set up billing) AND my attorney, AND a referred attorney for the state I was hit in, who told me to NOT speak to the person who hit my adjuster, NOR the local enterprise office as they are not part of what is going on or it is not in my best interests to deal with them.

When I initially rented the car, I gave them 2 #s, MINE, and, for the day ONLY since someone was PICKING ME UP to bring me to rent the car, my extended families' # ( I was stranded at w/ no vehicle ) in the event they got lost/etc. Enterprise has called my extended families' number 8-10xs PER DAY for the past 10 days + NOT including 'hang ups' even AFTER I requested the # be removed from their system AND crossed it out personally on the secondary accident report forms they had me fill out. I have received about 5 calls in total of 3 weeks on MY number, the other 30+ to my extended families.

Now that billing has been set up through the OTHER insurance co of the lady who hit me, through the ADJUSTERS (above the local office who SHOULD NOT be contacting ANYONE) and I have NOW received calls AND MY EXTENDED FAMILIES # at ODD hours like 10pm, 6am!!!, 9pm etc, threatening to take the car, and now a text this unidentified person will CALL THE AUTHORITIES. All from someone who I assume is at the local office who doesn't know a THING as to what is going on, NOR that the appropriate contacts have been made.

They are continuously HARASSING me and my extended family regarding my having this rental still (which is needed FOR DR APPTS and so on) causing me SEVERE emotional distress AND added tension to my extended family they keep harassing as well. I have an EXTREMELY important dr's appointment TOMORROW and am dealing w/ threats and calls, as well as the texts which are UNIDENTIFIED threatening to take my car. THE KICKER IS? They are doing ALL of this, over $300 that the secondary claim/insurance co is being set up to pay....... which was FULLY explained and calls made in 3 days of their initial 'threats'. When they FIRST requested/demanded I return the car asap, I explained I was UNABLE TO, and since they were able to pick me up initially, they were welcome to come and pick the car up. They refused repeatedly, THEN said for me to drive it to them, and 'someone would drive me back home' YEA RIGHT! After all this insane BS and not knowing what is going on, threats and so on, someone will drive me home????

NEVER... EVER use Enterprise even if your insurance co has set up something w/ them, REQUEST no... DEMAND they use a different company. ENTERPRISE RENTAL is AWFUL TERRIBLE!!! I will be hoping to file harassment charges and I assume a restraining order on the 'man/person/COMPANY' at the local office who has gone loco w/ threatening calls and PERSONAL texts at ODD HOURS who is NOT identified (but SURE AS HELL WILL BE) first thing today.

Upon arriving May 31st to pick up my car, I was told that I needed a credit card and could not rent the vehicle without one. The manager Alastaire ** or ** was rude, argumentative and unsympathetic that I was going to miss the graduation, and said the reservationist must not of realized I was local, locals need a credit card at McCarran and if I would like a map to call around for other enterprises. That was more upsetting that they weren't courteous enough to even do that. Since it was their mistake, they should of made it right. I even offered cash deposits. I called the administration office while standing at the desk in front of the manager. I spoke to a lady named love who is also telling me I don't need a credit card. I told her the whole story and then handed the manager the phone for Miss love to talk to you. They talk for one minute and the manager hands me back the phone, miss love not telling me that without a flight itinerary, I need a credit card.

I became upset and told him this is why I was in that situation because they are giving improper information, and now I was going to miss the graduation because of their mistakes and she hung up the phone on me. Needless to say, I ended up walking next door to Firefly car rental getting a better and cheaper car out the door with the ATM card and no hassle in 15 minutes. I will never rent a car from Enterprise again! I should have learned my lesson yrs ago on Christmas morning when they did not have my car!!!

A supposedly Manager kind of a sales man who was overseeing this transaction rudely replied that the best they could do is $50. I was really irritated by his rude attitude and was trying to reason out. He swiftly walked to the door, opened it and showed me the way. He passed cheap comments on ASIANS and seem to have a bias against them. I was left high and dry with no drop off offered to me back home and had to call a cab to go to a different rental car shop. Address of this Enterprise Car Rental is 4785 STEVENS CREEK BLVD, SANTA CLARA, CA 95051-6758, US. Tel: (408) 246-2100. Time of the Incidence - 7:45 PM on 28 May 2014. Would definitely not recommend this store nor would go to them ever to rent a car.

Nope, they would not do that either. Well ok, they would IF we came in together. We live hundreds of miles from each other. Tried to make arrangements for him to go in at his local office with his credit card and pay for it, and I pick it up at our local office. Absolutely not they said. They were very very unwilling to work with us, or attempt to help us in anyway. Not a very friendly, or helpful company.

Enterprise knew before May 24th that this location was not going to be renting cars. It is inexcusable to leave a customer in the lurch like that. And the airport does not have taxi cab service. Lucky for us we were able to arrange car service home. We will NEVER use/recommend Enterprise Rent A Car!!!!!!!!! As far as we are concerned, Enterprise should reimburse us the cost of the car service for our inconvenience.

We have rental coverage in our insurance and they said that would probably get a direct bill and work things out with our Insur. Co. I picked out the car and they said how would I pay. I had my wife's debit card which apparently, having enough money in the bank to buy the car was not enough. We do not believe in credit and own no cards. If we don't have the cash to buy something we don't need it. Credit card debt destroyed us once so never again. Neither I or my wife have a credit card so I could not rent the car. After I saw a an ATM across the street I said.. "I can give you cash.. all of the cost.. no problem" "Sorry we don't accept cash," they said. Huh? A 'NO CASH POLICY". Well guess that figures..

I feel that a company that cannot trust its own employees handling cash, is not a company I can trust. So I walked in 90 degree sunshine, with 2 suits and a bag, in black sweat pants and a black hoodie 3 miles back through lunch hour traffic to the dealership and got my wife's car back. I am 52 and out of shape so it was fun. I was actually hit by a slow moving car because I had to walk on the road because they have no side walks. They didn't stop either, but luckily only got my hand from their side mirror.. hope I broke it. So.. rest of day I take it easy.. make a few drinks and take a pain pill for my swollen hand.

I personally have contacted the recovery department to investigate this issue and was told, "A representative would contact you within 14 working business days to further discuss the damages." However, I haven't yet received a response. The total charges for the rent including taxes is $1088.83 and the total charges was made to my visa is $1244.15. The amount showed above isn't included the damages which is $500 as the issues is still pending. I tried to contact Enterprise to see why there is discrepancy between the receipt and the amount deducted from my visa but all my attempts were unsuccessful. Everyone is blaming other department. I was charged with damages and scratches that were marked on the rental agreement and on the top of that I was told there is scratch on the roof!!

Original Review: May 1, 2014

In 1/2014, I rented a car from the Rapid City Airport. I inspected the car in the parking lot and noted a large scrape with a dent over the passenger side tire. I immediately returned to the counter and reported it to the person at the rental counter (Chelsey). She was busy with another customer and stated that she would make a note of it. I specifically told her that the damage would cost "a few hundred dollars" to repair. She never offered to take a look in person.

The day after the car was returned, I received a call stating that there was a large dent on the passenger side fender and that I would be responsible. I spoke to Chelsey, who stated that the dent was much more serious than what I had originally reported. At that point, I refused to give her my credit card number as she requested. I called Jaree ** (the recovery specialist at the Damage Recovery Unit, 8663003239) and stated my case. An investigation by this unit followed and ruled that I was responsible.

In April, I was sent a letter by email, stating that Enterprise was going to involve a collection agency and that they would notify several car rental agencies so that I could not rent from them in the future (this letter came form Jaree). I spoke again to Jaree and sent an email stating that I would not pay this claim since the photo of the damage was identical to the damage that I had initially seen and reported to Chelsey. Jaree referred me to the main office where I spoke to another supervisor. She offered to reduce the claim. I told her that I have no intention of paying anything since I did no damage to that car. The total damage was $894.63, which includes 268 dollars of additional fees (administrative fees $100, loss of use $105.99, diminishment of value $ 62.60).

This is definitely a scam. The only thing that I am guilty of is not being smart enough to insist that Chelsey come and inspect the damage with me. I have been renting cars from this Rapid City group for almost 3 years and on a monthly basis. I did not imagine that they would try to pull a scam such as this on a steady customer. Their action has cost them over $2000 in lost rental fees since 2/2014.

We have ran a very reputable business in Kalamazoo, Michigan for over 40 years and you certainly do not treat your customers in this way whatsoever, so how Enterprise is still going strong is beyond me. And to the best of my knowledge nobody has been reprimanded. I would think that someone would address this so a future rental from not only myself but every other hundreds of people I will tell of my bad experience with Enterprise.

My dad grabbed his suite case and GPS but forgot the computer case. He got in the new car and left. I should also note his important medication was in the computer case. About 40 minutes later he realized he left I (I'm not making an excuse for my dad as he left it and it was his fault) he called them and told them what happened. They were not very helpful and said there was no way to track the car he had originally been in. It took our marketing director, my other, my father and I numerous phone calls to finally get someone to help out and try to find his computer case. The reason I am finally this compliant is not only the bad customer service but the fact the car containing his computer case was sent back to their cleaning department.

There is no way the people working for Enterprise cleaning the car didn't see the huge computer case in the backseat. We will be sure to file a police report and Enterprise may want to look at their cameras in their cleaning area and talk so some of those employees. I also find it hard to believe that someone who rented a car with a computer case in it would report it. Something doesn't seem right in this situation and I'm very unhappy with how they handled the situation. I'm will be sure to write as many bad reviews about Enterprise to every website I can possibly find until there is some resolve. Hopefully somebody at corporate will read this.

Also my sister was there with her "real" cards if that would help. Money was not an issue. She simply looked past me and said there was nothing I could do that would help unless I had a real card in my name - end of discussion. There was such a negative air from her about the whole thing. And it really made me feel bad. It was clear she was not renting ME a car for personal reasons. I know this because I have since reviewed their site and her policy is not their policy. FYI: I do not know this person. All of this being said - things worked out for the best. Karma has a way of doing that. Hertz was wonderful and I saved a bundle!!! :)

They had an Impala and I was instructed to "pay attention to the top of the car. That's our new emphasis." I agreed that: the car had 5/8 of a tank, and that no damage was to the top of the car. After looking for a car for about a week, I told the GEICO agent that I could not find a vehicle and he said, "I'll call Enterprise and tell them the rental will be extended." About 10 days later, I get a voice mail from Enterprise that there was a balance due on the car, that Geico had stopped paying for the vehicle 5 days earlier and they "didn't have my correct phone number in the system." Funny since I used the same cell no. in Denver and Cincinnati, and have had the same phone number since 1983 at home, about 8 miles from the rental center.

They deliberately did not phone me and let the car accumulate money believing they can get it from me. To quote the late Molly Ivins, "if this isn't fraud, what is?" The initial message was "I need either the balance paid OR the car. I returned the car even though I had not purchased a replacement car at that point. That should have been the end of the story, but of course, when any corporation sends out a notice, you lose. I am going to fight this both with Geico and Enterprise but the end result will be a collection on my credit report. I'll live with it. What a country we have now!! Does any major corp. have ethics anymore? Not even one?? I'll never rent from Enterprise again, EVER. Nor would I ever insure with Geico.

I can't believe this is an isolated incident nor are the others posted here. A good RICO investigation might be cleansing for Enterprise. I know the state of Ohio's government run by Kasich and his boys are good for nothing in these situations, in fact, would probably pat Enterprise on the back, but maybe the Federal Government's consumer protection unit could help. Complaints by this number and size cannot be accidental or anything other than from the top. Corruption Rules.

I recently had a truck stolen in California. My insurance company got me an Enterprise car. My rental was due back on a Saturday so I went to turn it in around noon. They had closed at 11:00 a.m. Who closes at 11:00 am on a weekend! I did not want to leave the truck on the lot and using their night key drop for the whole weekend without it being inspected first, so at $57.00 a day I kept the vehicle until Monday.

Monday I went back to the dealership and the employee came out and walked around the entire truck, opened the drivers door leaned over the drivers seat to get the mileage and to see if the tank was full which it was. Granted the truck was filthy from the previous days snowfall. The employee commented on the possibility of an interior detail due to my dogs hair. I was not leaving my dogs in California over this. We went inside and he called Ukiah California. I could not hear the other person on the phone but I heard the guy helping me say " yes it's good to go," "The miles are" and then ''Yes it's full." He then got off the phone and told me we are good to go.

Three days later I get a voicemail that the truck has body damage and a cut on the drivers seat that I was supposedly responsible for as I had not noted it at pick up time. I am just a consumer and not a rental professional but should that employee have noted damages when I dropped the truck off and given me a signed copy with any other comments? They are telling me that I was told they were going to do an inspection after washing the truck. This is total BS! Why would I keep a truck an additional 3 days just so I can be there for the inspection and then agree to them doing their own without me?? It seems to me that their employee did not follow protocol by giving me nothing in writing. Their Ukiah district manager called me and agreed that from the size and location of the cut in the seat that the employee should have clearly seen it and noted it if it were there.

They have a standard for us that they are not willing to live by themselves. Now I am being sent a bill for $1534.40. My insurance company has been instructed not to pay this and is denying their claim. If there was a second inspection, I should have been notified in writing at the time of turn in and then present for the inspection, but no, they would rather just try to squeeze more money out of me. Anyone that wants to see more, please check with consumer reports. You will see that this type of thing among many other issues is not uncommon with this company. So when getting ready to rent a car, keep all of this in mind as it could be you next. Personally, nobody in my family will rent from this company again and I will be alerting everyone I can through social media and many other avenues of this companies business practices.

While at this location the manager and I got into a very heated verbal confrontation and when I left there and went home, I called Enterprise Customer Service. I was assigned a case number and told that I should get a call back later that day. (Oh by the way, it is now Wednesday and only after I called back to Customer Service I FINALLY got the call I was expecting). I received a call on Tuesday and told a car was available. I made an appt for 2:00 and when I arrived at 1:15 I was told that there were no cars available as there are 2 other ladies picking up cars when I was there. I made the 2 people there aware that I had an appt at 3:00 and there was some sense of urgency with handling my exchange. I was told that Enterprise was expecting 10 cars about an hour ago, but they weren't there yet.

When I was advised that there were a couple of cars available at another location, I was told to wait for the Sr. member currently there would assist me. When he got to me he contacted another location, totally in the opposite direction of where I live and needed to be by 3:00. I was shuttled to another location where a car was waiting for me. When I left the lot, I noticed the "CHECK ENGINE LIGHT" was on. I returned to the lot where the representative advised that the car just had an oil change and that this warning light was not reset. She tried to clear the message and was not successful. I was told I could take the car in and have this taken care of. When the car was delivered it indicated that there were about 35 miles worth of gas in the tank. I went to put gas in the car and discovered that there was no gas cap. When I finally arrived LATE to my function, I called the original Enterprise location to advise of these issues.

I was told by a rep there that he wanted me to deal with him exclusively and asked me to call him in the morning to make arrangements to exchange the vehicle and give me a credit for the gas I put in the car. When I called the location as told to do, I was advised that he was not at that location today and that I would be unable to reach him where he was. I was asked to hold and when someone returned to the line, it was the manager who I had previously had the confrontation with. We again had a verbal confrontation as he indicated that I was taking out my frustration on the location due to my accident. As I did not want to argue with this person at the location I hung up and called Customer Service again. I did get a call from the area manager and we discussed what happened on both occasions.

I am hoping to pick up a replacement car for the other replacement car. While this was all complicated by an accident that I did not cause, my experience has been absolutely horrible and I hope that today is the end of the aggravation. While I know that Enterprise was not responsible for the accident and they are not responsible for all of the auto recalls, they are probably getting frustrated due to all the rental demands, but that is no excuse for rotten Customer Service. There is NO excuse for verbal confrontations on more than 1 occasion. While my "worst" experience is with 1 person who reflects the company, all of the problems I have incurred are NOT referenced in this complaint. In the future, if I have a choice where to get a rental from there is NO WAY that I would use Enterprise.

Basically we were sold 3 different types of insurance and were charged 3 different times. Of course now you have security charges, airport charges and little fees here and there added to it. Let's just say what seemed like a good deal turned in to $846+ charge. Called the customer service and didn't get anywhere, not even an apology or even a hint that they made a mistake and that difference can be refunded. All the details were only explained over the phone, didn't get the copy of the invoice sent to me in details by email either. It's just sad that business is conducted this way, but it is what it is.

The DRU is as incompetent as they come. I had to contact them THREE times to correct my address. I didn't realize that anybody could confuse my address in N. Bethesda, Md with the non-existent city of North A, Ma. (I'm not joking about this-it took three phone calls to clear this up). They also tried to bill me for fees that my insurance company had negotiated to be waived for its customers. When I called the DRU about this, they said they would waive the fees only if I paid them over the phone that instant. They only removed those fees after the person from my insurance company that negotiates promotional terms contacted an Enterprise executive.

I have tried my best to work with Enterprise, however, they treat their customers horribly. They agreed to investigate my claim that I am not responsible for the damage. The DRU replied in writing that they would be doing an investigation. However, this did not stop Enterprise from calling and harassing me for money. They threaten to send you to collections even though their investigation has not been completed. I ended up paying because I don't want my good credit ruined.

Anybody who reads this, please do not rent from Enterprise. They treat their customers horribly and never give you the opportunity to defend yourself. My only option now is to file a complaint with the MD Attorney General and Better Business Bureau. I have experienced the worst customer service I have ever encountered with a company. They say their goal is great customer service, however, they are failing miserably. They have lost a customer for life. Please do not make the same mistake I did and rent from Enterprise. Based on my experience and other complaints I have read, you will more than likely regret it.

I turn back around and proceed to my car because I cannot say thing. I put car seat in my car, start back to rental and as I do, I watch the Enterprise Lady talking on a different customer cell phone kick my rental car that I am turning in. Ice flies off the car, it is approx. 12 degrees outside. Then she says, "what happened here?" I go to the car and there is a crack or break in the grill area. I had no idea it was there until AFTER she kicked the car and pointed it out. Could it have been there before? I have NO IDEA. Damage done, $566 and some change. She of course says that it's absurd that she kicked the car. I watched her kick the car.

Then as the matter progressed I was contacted by Damage Claim and Mr. ** ask if I had sent in my payment. I was in process. However, I also told him what happened. Within 2 hours he called back and did apologize and stated that he will have this investigated. Unknown to me, the so called investigation would be the same lady who kicked the car calls me to ask about some questions about the claim. I said, "yes, I do have questions about it." I am not debating the damage, but I also am not sure how it got there. Told her why I felt that way, and she interrupted me and stated that she did not kick the car. I said, "Ma'am I watch you kick the car. I do not know if damage was there before you kicked but it was there afterward. I am not sure that if we did the damage or maybe you could have. However, you do not worry your pretty head, I will pay the damage in full. But it's still so bad that I watch you kick the car." She told me I was absurd.

Then right after that, I called Mr. ** at the Damage Claim and told him what happened and that I deserve an apology from her. But instead he apologized. I did not say anything to that. He then stated, just so that I do not have a bad taste in my mouth about Enterprise, he would see what he could do. I waited on the phone. He then offered to refund me $50.00, and he asked "Is that fair?" I paused, said nothing for a moment. Then stated, I did not ask for any money at all. And No that is NOT fair. I asked for an apology from her. I refuse to accept your $50. I do not want your pathetic money just so I do not have a bad taste in my mouth. I want to keep my right to complain about the treatment I received and I will keep my right to tell anyone and everyone I wish. I did not say how bad and pathetic it is to have the same person who did the deed to be the one to call and investigate. I so wanted to say it, but I bit my tongue and did not say that.

Sent email to customerservice@erac.com on March 28th, 2014. No response. Email back stating it was not to the correct place. Submitted question on 4/5/14. Your question has been submitted. Question Reference #**.

I signed wherever the representative asked me to sign. I went straight to the grocery store and there I walked around the car and found other scratches in the front and a tiny dent which was to that noticeable and needed a closer look. Anyway, I assumed that this must have also been noticed by the agent and thought that since it was so tiny and barely noticeable, he didn't mention in the contract. I took very good care of the car while in my possession. When I returned the car, they pointed at the same little dent saying that it wasn't there before and charged me $500 for now. I am so frustrated and feel that I have been scammed. I am reading numerous reports online about similar claims. I normally never complain but I felt that this is something that needs to be addressed. I will be contacting my lawyer and filing a complaint with the attorney general.

I had difficulty retrieving a copy of my cable bill and this was so upsetting because I lost my whole Friday trying to do this instead I had to get a cab so I can go somewhere else to try and rent a car with no hassle. My husband felt asking for my pay stubs and to make sure I had or had not paid a bill late was too personal. I was told other enterprise rental car places do different things but this is their policy.

I do agree they called me at my home number the night before I was leaving but I didn't hear the message until the next day when I was on the bus and called them to make sure things will still be ok. I guess I was mistakenly mislead. If I visit Houston again, I will make sure either to rent my car in SA or go to another place who won't give me such a hard time- especially when I take care of their cars better than my own!

It took several days to make the exchange. Unfortunately, I received a parking ticket for having my handicap placard on the dashboard and not hanging. I paid the ticket and just got a bill from Enterprise for a stupid $15.00 because I got a ticket in their rental and they had to confirm my license to the City of Beverly Hills. WILL NEVER EVER USE THEIR SERVICES. RENTERS BEWARE. THEY ARE HORRIBLE.

In August of 2013 I rented a car because I was t-boned at an intersection. Fortunately, no one was hurt, but the other party involved in the wreck was at fault and ticketed as such. As a result I had to take my damaged truck into the repair shop where it remained for about a week. The other party involved in the wreck had to pay for all damages and for a mode of transportation while my vehicle was in the repair shop. Even though I wasn't entirely sure I would need the vehicle (we have an extra car), I decided to go ahead and rent the car just in case we ran into a bind.

Now I have only rented one other vehicle in my lifetime, so you can say that I was far from experienced with this process. For those of you not aware of what happens when you rent a car, the sales person sets you up with a vehicle. Then you decide if you want insurance and other add-on fees that companies like that love to charge you, knowing good and well that the average Joe doesn't know what all those fees mean and if the add-ons are necessary. You are required to give the car rental a deposit, your insurance company's information, your driver's license information, and your phone number. That is the first part of the scam. Unless you really go through all the paperwork (which is a ton) and the fine print with an attorney or you are an attorney, then you really do not know what you are agreeing to. The sales person may try to explain the paperwork to you, but in all reality the sales person is counting on you to just sign on the dotted line blindly and be oblivious to the consequences.

After you go through all of the legal paperwork, you do a visual inspection of the car with the salesperson. You look for dents/dings and any other oddities that may be present at the time you rent the car. This is the second way they scam you. When I was visually inspecting the car I was looking for completely obvious signs of damage. Not tiny imperfections or scratches. In hindsight, while doing some research on car rental policies and experiences, I found out that you should go over the car, denoting in a notebook ANYTHING THAT YOU CAN SEE OUT OF THE ORDINARY and document with a camera pictures of EVERY detail that you see in your visual inspection. However, the rental companies count on the average person not knowing to do this.

Most people when renting a car are going to look at the car, see no obvious signs of damage and wear or tear and sign on the dotted line so they can take the vehicle and use it as needed. Oftentimes, the process of inspecting the car is hurried because the company wants you to hurry through the process for a variety of reasons they are busy, they want you to overlook any minor scratches, and they really don't care about you (back to the robot treatment scenario).

After I was through with all the paperwork, visual inspection, and had signed on the dotted line, I left the Enterprise parking lot and headed to my home. That is where the car sat the entire time I had the vehicle in my possession. I did not move the vehicle once until I went to return it to Enterprise. In fact, my total mileage was 11 miles for a little over a week that I had the car. So when I went and returned the vehicle I was shocked to find out that upon another visual inspection by the same salesperson there was suddenly a scratch on the front fender of the vehicle. I went and looked at the so called scratch on the vehicle; I saw a minor toothpick sized scratch on the fender but nothing that was of concern, so I thought. I knew that it certainly could have been there previously that I may have been overlooked it. I was expecting that the salesperson would think that maybe it was there previously and that it was no big issue. But I was wrong.

The next thing I know I had the manager inspecting the vehicle and saying that the scratch was not on any prior documentation and that I would either have to file a claim with my insurance company or pay for it out of pocket. When I inquired how much that would cost I was told that they would have to get estimates and let me know. I then proceeded to tell them that I was not paying for that scratch and that I did not cause that scratch. I told them that the vehicle sat at my house the entire time and that I drove it only 11 miles, which they acknowledged but cast aside as rational and honest thought was replaced with greed. I walked out and never spoke to them again.

That is another part of the scam. They plan on you as a customer being upset and not thinking rationally. If I was thinking rationally I would have taken a picture of the so called scratch. But they count on you not being able to provide any proof or documentation of these false claims made by Enterprise. And I walked to my vehicle without any proof of what this scratch really looked like.

decided not to respond as I still felt innocent and compelled to take a stand against the bullying tactics of Enterprise. Enterprise knowingly takes advantage of people like me not thoroughly understand and document inspections of rental cars. I felt betrayed by Enterprise and how I was treated and disregarded.

A couple more months passed and I received a call from my insurance agent saying that Enterprise had tried to file a claim in order to collect on this scratch. My insurance took a recorded statement from me and denied Enterprises claim. The next day I received a bill in the mail from them for $413.00. I could not believe the amount that I was looking at. This is the last part of the scam. They get a repair company to gouge the consumer like myself, so they can drive up the price and charge an exorbitant amount.

Enterprise and the repair company can reap the benefits of this scam and move to the next innocent consumer. All the while a person like me suffers mentally and financially from this scam. We are forced to do one of three things. Pay for the damage out of our own pockets, file a claim with our insurance, or not pay and get a ding on our credit report. This hardly seems legal let alone moral. But yet everyday companies such as Enterprise count on the average person to pay up for these ridiculous scams. Because they know that people don't want to ruin their credit, don't have the time, and don't have the financial means to fight with a company like Enterprise. And the more they bully the person with letters and phone calls, the less likely a person is to put up a fight.

corporation like Enterprise. I am just an average person that makes an average living. I have no money for an expensive litigation process, which they would surely force me into if I hired an attorney. So what options does this leave me with? I will inevitably be forced to take a hit on my credit report sometime in the future. But I will gladly do so to keep my sanity, integrity, and morals intact. I will be able to say that I stood up to a company, like Enterprise, that tried to bully me into paying them.

I know that in schools we are trying to keep other children from being bullied, but oftentimes we never look at companies, such as Enterprise, in the same way but we should. I never was bullied by a child like I have been by Enterprise. The only difference between Enterprise and a thief is that Enterprise has tax I.D. number and a logo attached to it.

We waited and waited for them to get us a vehicle "ready" and eventually they brought us one around fresh out of the wash, dripping wet. The new guy and I proceeded to walk around the wet car and I pointed out dings and scratches but he said those were not important, just usual wear and tear, nothing was documented. Dad went on his way.

Four hours later he calls me in a panic stating they were telling him in Dothan at the Enterprise Rent A Car that there was a dent in the drivers door and he was responsible for the damages. He had only stopped to get gas and had not hit anything so how in the world had this "dent" magically appeared......did a bird fly into the side of the car, a huge rock fly up, no paint was missing, no dent could be seen on a photo sent by my dad.

He instructed them to notify our insurance company, but instead they just took it upon themselves to deduct 327.73 out of my checking account. They stated the "dent" had been repaired the next day when dad went back to check on the car and status of the claim. Enterprise is a bunch of scam artist all the way up to corporate!!!! I have since read numerous reports of people being screwed by this company....I can so see a class action lawsuit in the future!!!

About 2 or 3 hours later, I get a call from Enterprise telling me that there is a 6 inch crack in the windshield. I said that was impossible, I only drove the car for a total of 40 miles and never once heard anything hit the car, let alone cause a 6 inch crack in the windshield. I ask the guy to take a picture of the windshield and send it to me. He said it won't turn out in the picture and refused to take the picture. So about 2 weeks later I get a bill from Enterprise for $220 to replacement of the windshield. I try calling back their EHI representative and get absolutely no luck. Not even when I leave voicemails. So a month passes and I get another call, this time stating that if it's not paid. It will be sent to collections. So instead of having it on my credit report, I pay the fee.

Now here's the kicker. I noticed that about 5 days after the rental that I have an additional $40 charge on my credit card. I call the local branch and I talk with an employee there and he looks up my account. He tells me that the additional $43 charge was a fuel surcharge. I know for a fact that I returned the car with just slightly more gas than when I received it. He told me that there was 110 miles put on the car. Again I tell him that's impossible.

I mapped out everywhere I went in the car, which wasn't too hard considering I received the car. Drove home 12 miles, drove to work 8 miles, drove back home 8 miles and then returned the car 12 miles. He then uses the excuse that his manager won't be back in until next week. This has been a nightmare dealing with this company. Almost feels like a conflict of interest that they would supply me with a rental car when they are paying for my car to get fixed. Be very careful when dealing with this company. If you do have an issue with them, it is next to impossible to ever actually talk to someone live.

Original Review: Feb. 23, 2014

Let's see, where do I begin? My step-son had rented a car from the airport location on Lima Rd. in Fort Wayne, Indiana on 1/4/2014. It was at $21.99 a day and the total was $413.48. He was contacted on 1/19/2014 and told that there was a balance due on the rental and he paid it in full that day after driving 90 minutes from Newcastle, Indiana where he was staying in a snowstorm. On this date they renewed his contract for $21.99 per day; $182.13 per wk; $36.43 day rate. His mother and I flew in on 2/3/2014 to Indianapolis airport and he picked us up and we stayed in Newcastle also. Our plans were up in the air as to whether to return car to Indianapolis on 2/7/2014, or have stepson return to Fort Wayne on 2/8/2014. I called the Fort Wayne office and ** told me that the car could not be returned to Indy and had to come back to Fort Wayne. OK I said and we said we would get it there. Then she SNAPPED!

She stated that there had been no payments on the new or previous contract and he owed over $1000.00. She informed me that my stepson's card had been declined and stated if the car was not returned by close of business the police would be called. After a flurry of phone calls and texts between family it was determined that there had in fact been payments of $413.48 and $366.08 made with a balance due of $269.55 due. I then naturally called their office and stated that I had seen a text picture of the actual accounts and the withdrawals to Enterprise. This was after waiting 15-20 minutes as the phone rang on their end with no answer. She stated that she would have to call billing at corporate? to find out. After a while later she called back and confirmed payments of $779.56 were indeed in the system and the balance due was $269.55.

I stated that due to the weather (5 degrees and icy roads after 8-9 inches of snow earlier in the day) I would like to pay with MY credit card. She stated that Enterprise does not take payments over the phone for my protection. I stated that B of A security had already notified me of suspicious activity on my card and I spoke with them and confirmed that it was me using my card 900 miles from home in Indiana and I surely did not need HER protection. She did at this point soften her position as to the time frame for payment in person till 4 pm the next day 2/6. At this point I called corporate and spoke to a supervisor about the weather conditions, our safety and could she intercede on my behalf. She stated that she would contact ** and try to allow ME to pay over the phone. She stated that she would call me back. She called back and said they don't answer phone. I said let it ring forever and someone would answer. She finally called back and said ** was adamant about paying in person and would not budge.

I then called ** (after the typical 15-20 minute wait she finally answered) and asked about my renting a car myself to get back to Newcastle. She stated that she would not have any cars on 2/6 but if I got car there tonight she would have a car there for me to rent to get back to the hotel in Newcastle. I was promised that I would have a car that night. Now, these calls took 3 and a half hours and we left for Fort Wayne with just enough time to get to their office by close of business. I also stated if anything happened on the way there I would hold her and Enterprise responsible for our safety. So off we went. I received a call from ** as we entered the airport inquiring as to our arrival. So sincere, so concerned, I thought. We stopped on the airport grounds and topped off the tank. We went to the rental counter and she asked for the keys and a credit card.

After she received payment her attitude changed. Apparently her "courtesy call" was to have security stand by. An officer sat on a bench approx. 30 feet from the counter. She stated that she would not rent me a car because she had to chase my stepson for return of the car. Now bear in mind, I was the one who rectified the situation and had no hand in causing it. I snapped yelling that she had no intention of renting me a car when she summoned us on this journey knowing that I would do the most beneficial thing to my family as to not being stranded in Fort Wayne after all the car rental places had closed. She then stated that she would under no circumstances rent ME a car and I stated I had enough credit in my wallet to buy 5 of her ragged cars outright. I stated that she lied to me about renting me a car and she said she made arrangements with Avis at the next counter to rent me a car.

The Avis car cost $200.00 for 29 hours rental. If they had rented me a car the bill would have been around $60.00 with them. It all boils down to them rewriting a contract under the same terms as they were under originally instead of changing it to benefit them for an extra $200 and change. My stepson learned a valuable lesson about not reviewing a contract before signing anything. It has been 16 days and no one from Enterprise has contacted me about my complaint which I have a confirmation reference number for. Not to mention when I got home there was another small charge on my credit card when the car was topped off within 1 mile of the drop off location.

Well, long story short, Enterprise filed a suit in court against me for about $4,000.00, saying I must have done it 4-wheeling because vehicle had just come from shop with oil change and brake check prior to me renting it. Well, I hadn't been 4-wheeling, and because a tow strap was found under front seat of vehicle (must have been there who knows how long prior to me renting it). Anyway, the pro-temp judge had found in their favor, as I hadn't gone in with any proof of my innocence. Well, I filed an appeal, and had to subpoena the service station who did the oil change and also served one to Enterprise for the vehicle maintenance record (thankfully an Enterprise employee told me to do that, as they believed in my innocence, as it was corporate who decided to sue me), and also paid a ASE certified mechanic to testify on my behalf as to what it would take to actually break a hub assembly and by viewing the photos, the vehicle was too clean to had been 4-wheeling.

Well, I won the case, as Enterprise didn't inform anyone that the customer before me had taken vehicle back after renting it complaining of squeaking noise coming from brakes (that's why it was taken to shop for brake inspection). Well the maintenance record showed that the hub assembly (more or less front axle) had been replaced about 6 months prior to my renting it. It had not been put on correctly, thus causing it to break. The judge found in my favor this time.

This company is scandalous in their business practices, and it's not just the employees who work in the rental stores - it goes up to the top. This is a fact, as I had actually made a complaint at that time, and talked to the Vice President of the company on the phone, and I asked him specifically if there was anything in the vehicle maintenance record that could have led to the impending breakdown of that hub assembly (this was prior to my court hearing), and he said "no". Which was a lie. After I got the letter stating judge found in my favor, and after learning what was actually in that vehicle maintenance record, I called him back, and he tried to tell me that he wasn't the one I had originally talked to, and I know he was.

My point of writing this is basically to let everyone know that it's been 13-14 years since my incident with Enterprise, and here they are still conducting business the same. Shady, scandalous, lying, sheisty company. I can't believe they are still in business. I have never rented from them since then, and deter anyone from renting from them. I would classify Enterprise as pirates of the rental car business. I wish someone would do us all a favor and put them out of business. If I could, I would open my own rental car place right next to every one of theirs and put them out of business myself.

The last payment I was supposed to make was for about 2-2 1/2 weeks totaling $488. The customer service guy was very nice at first and extended it to Tuesday Jan. 28th the day I got paid. I called that morning to make the payment so I knew for a fact that money was sitting in my account ready to go. For over a week that money sat there and was never taken out. After about the 3rd day I called and called and could not get an answer to find out why that payment had not come out. So, of course, in the meantime I had other bills come up that I needed to pay so I thought, well maybe my deposits covered most of it and they just weren't going to make me pay until the end of the next week when we turned it in.

Come Feb. 7th we turned in the vehicle and the customer service rep said the vehicle was good to go no damage or anything and we owed $23.24. I said, "Great, run my card on Tuesday Feb. 10th the day I get paid." She said, "Sounds great, you're good to go!" That following Monday I wake up and check my bank account, as I always do to start my day so I know what my finances look like for that day. My account was overdrawn by almost $400! As I'm looking down my charges I see the $488 from Enterprise! So of course I call and am just completely upset. The lady gets on the phone and I explain what the issue is and she proceeds to tell me that YES, they had made the mistake and instead of running my card on the 28th as a debit transaction they ran it as something else which caused a hold to be put on those funds instead of charging my account back on the 28th of Jan like they were supposed to.

I never gave her the authorization to take that amount of money 10 days later when the money was no longer there. Which caused my account to go overdrawn! My account had never been overdrawn! I was furious. She then proceeds to tell me that although this was our fault b/c you owed those charges anyway why was the money not there 10 days later. I don't know about any of you, but I am by no means rich and money is very tight right now. Not to mention... where is that $300-$450 in deposits I made for those 2-3 months??? She couldn't answer that question for me.

So of course I asked for her manager...she says, "I will have him call you back once I update him on the situation." That was 2 days ago. No call back. Will NEVER rent a vehicle from them ever again and I will be in the process of either getting that money back b/c it was not authorized by me, or they will at least give me those deposits back.

When the store manager walked in and I complained about her and said I would make a formal complaint, she began to yell across the room that she didn't care and she would give me the number herself. I reminded her that she was at work and should be professional when she continued to yell that she didn't care as her supervisor stood by watching. I have never seen someone so unprofessional! She should have been fired!

Had this been clearly explained to me I would have NEVER agreed to such an expense. In addition I already have insurance for rental vehicles through my own insurance. I did not want this extra added cost. I explained that I did not need the extra coverage when I was initially signing up for the car rental. Additionally, I did not get a copy of the rental agreement when I returned the vehicle. Whether the contract shows that I initialed authorizing coverage or not, it was not properly explained to me neither at the time of picking up the rental vehicle nor at the time of dropping the vehicle off. I believe this was poor conduct with the company Enterprise and especially poor conduct of the employee that handled my car rental. Whether I initialed anything or not, I was not fully informed of what was the agreement and I feel I have been swindled by this company.

Original Review: Feb. 5, 2014

I was involved in an accident and got a rental car when I took my car to body shop. The first lady I dealt with from Enterprise was very nice and understanding. When I left the body shop, the rental car was making a strange noise so I called the number and was told to go exchange it with another at a different location. I did as I was told. When I got to Enterprise the girl behind the counter the girl asked if I was returning, I told her no I needed to exchange the car. She told me the car I would be taking and went out and moved the other car closer to the new one so I could move the car seat. Then she handed me back my paperwork and said the car looked good as she only walked half way around the car in like 30 seconds if that and did not check the back of the car because it was back up by a small bank with snow.

So I got in the car and left and I came straight home and noticed a ding in the door and a large scratch in the bumper. I tried to chat with the company but the chat is down. I do not know what to do now. I did take pictures of the bumper but I am so stressed because she did not do her job. I felt she did not care at all about checking anything or explaining anything to me. I actually had to send in one of my daughters to ask about getting gas in the car. A nice man came out and showed me where the lever was so I could fill it up before I bring it back, but in the meantime I do not know what to do. I do not want to be charged for something I did not do.

I explained my distrust in their business and she told me she was sorry I felt that way. I told her that they should be more attentive when the vehicles come back. She told me that they are very diligent in their inspections. If so then why did they miss this so called big dent. The manager (**), she was not concerned about what I had to say and I decided to leave it like that. I wont go back there ever again. I only rented because I had my car in for repair, I travel a lot and I know enough to CYA by taking pictures but if I didn't, it would have cost me $500.00 for my deductible. I have pictures of the dent and the documents from the rental agreement. I DO NOT WANT TO BE COMPENSATED, I WANT THIS PROBLEM TO BE FIXED. This place needs fixed. How many people before me have paid for the same dent?????????? ?

MY OBSERVATIONS: Service attendant should point out any damage and not sit back and let the customer find all the marks. Turn-ins should be inspected better, damage should have been detected before I picked it up. The call I received from **, basically said that they had began a claim and I should contact my insurance to pay for damage. I was already guilty and I had to prove myself innocent. The Manager should show more interest in a customer complaint. If a customer says they feel unsure about coming back, the manager should not say "well I'm sorry you feel this way." Training is required for all at this site.

Now today, the gentleman advised me of a 6- to 10-inch white scratch on the vehicle. I advised him that there was white salt on the vehicle when I picked it up. It could not have been that noticeable, plus walking around a car in 25 below weather things can be missed. Now if it was a noticeable dent or huge scratch I would own up to it. But it wasn't. He proceeded to explain that either I did it or someone else did it without my knowledge. But I continued to question, if the vehicle was covered with salt, how is a white scratch noticeable?

My suspicion is I was charged $500 (my deductible) for reasoning unbecoming an ethical business. Now I can pay the $500 and I did. But understand, I have 2 kids and that is a good amount of money for a family of 4. Now I signed the contract, so I am liable. But I feel that they are liable for the ethics. How do you rent out a salt covered vehicle that smells like smoke? I know Enterprise runs a good operation, they have friendly and good people working for them. But I hope they understand that ethics are important and customer service matter. They shouldn't force people to pay $500 just to leave the building. Imagine if someone didn't have the money to cover it. It was unbelievable. Thanks for Listening.

When it was finally my turn to get my car, an employee took me out to the car, and did a very quick walk-around. She attempted, and failed, to remove some of the snow from the car with her partially gloved hand, and actually laughed at her futile attempt, because the snow was frozen solid all over the car. In addition, the car was covered with ice, dirt, salt, and sand, making it impossible to see the color of the vehicle, let alone see any kind of damage. I could see that she was very cold and uncomfortable, and she assured me that the car was fine. I could also see that all of the employees were very busy, and were trying to get people in and out as fast as possible. I signed the paper, never thinking that I would have any problems. The employee was appreciative that I was so understanding, and did not demand that the car be cleaned, and she was able to go back inside the office quickly and get out of the frigid weather.

It had snowed several inches between Thursday evening and Friday afternoon (I have print-outs of the weather reports if needed). I was told that the car had come in Friday evening and had not been washed because the hose was frozen. I don't believe that the Enterprise employee did any kind of a return inspection when the car was returned on Friday evening 1/3/14, as the car was still covered in snow, ice, sand, salt, and dirt when I rented it on Saturday, and it would have been impossible to see any damage. In addition, the car had not been vacuumed, as I discovered when I got the car home and opened the back door to put something in the back seat.

The car's gas tank was on "empty," so I had to put gas in the tank in order to get the car home. I drove the car a total of 39 miles over the three day period, 11 of which were the drive back and forth to the Enterprise location. The car spent the majority of the time during the rental period in the driveway of my single family home in Trumbull. I did not cause any damage to the bumper of this car. I believe that the damage to the bumper was already there when I rented the car, but was not observed by Enterprise employees because the car was turned in on Friday, 1/3/14 covered with snow, ice, salt, and sand, and it was still covered with those items on Saturday, 1/4/14, when I rented the car, making it impossible to see any kind of damage.

By the time I returned the car on Monday, 1/6/14, the temperature had risen to 53 degrees, and it had been pouring all day. Most of the snow, ice, salt, and sand had washed off the car, and you could now see that the car was blue. I returned the car to the same Enterprise location where I rented it on Saturday, and was helped again by the same employee. I was absolutely shocked when she came back into the office and told me that there was damage to the car's bumper, and that I would be charged $487.97 for the damage. She had the nerve to look me in the eye and tell me that the car was clean on Saturday, that she had done a complete and thorough walk-around of the car before I left on Saturday, and that the damage was my fault. I was completely flabbergasted, and couldn't believe that she would be so dishonest, especially after I had been extremely understanding about the terrible condition the car was in when I picked it up on Saturday.

During this whole incident, I spoke to several employees who told me that the hose was frozen, and that the cars were going out dirty because they could not be washed. In addition, when I spoke with the manager and explained the situation to him, he said that he would look into it and get back to me, saying that he would do what he could to help me resolve this problem. I even suggested that he view the security camera footage from that weekend, which would have given him an accurate view of the condition of the cars, and which would have shown that the condition of all of the cars were as I have explained here, including the one I rented. I do not know if he did that, but when I finally did speak with him on Friday, 1/10/14, he was dismissive, offering no explanation, no compassion for my situation, and telling me there was nothing he could do.

It is clear that Enterprise employees were negligent in their duties over the weekend of January 3-4, 2014, and that they are trying to hold me responsible for their negligence. Instead of taking actions to clean the cars, they cut corners to get out of the cold. Instead of taking responsibility for her own negligence in failing to do an inspection when the car was returned by the previous renter on Friday, 1/3/14, and failing to do an inspection before I rented the car on Saturday, the employee decided to take the easy way out, and place the blame on me.

It is very easy to see that I was wrongly accused of damage to a rental car that was not properly inspected due to the extreme weather conditions, making it impossible to see anything on the exterior of the car. I should not have been charged for any damage that was there before I rented the car.

On the morning in question, I brought the current utility bill and debit card and my license. My 16 yr old daughter was with me as I had to get her to an urgent doctor’s appt @ 8:30 that morning. ** helped me. He said he saw the reservation for a car (the $9.99 a day weekend special) and all he needed was the bill. I gave him the bill to which he opened up and read front to back when clearly all he needed was the address on the front. He then stated its policy not to rent a car to someone who has an overdue bill to the utility company. I told ** it had been paid weeks ago but that was the newest bill I had until the January bill would be mailed. He stated I needed to call utility company and he would need to hear that the bill was paid. I told him I’d never heard of this policy before and that I assured him it had been paid. He again told me to call.

I did and because the utility company will not speak to a 3rd party regarding your bill, I had to call the bill pay line and have him listen to the recording via SPEAKER phone for ** (and all the staff and customers) to hear. This was humiliating to me and my teenage daughter. ** argued with me that he could not fully hear the utility account number and I had to replay part of the message. He then proceeded to tell me that the deposit was $350. I told him when I rented a car 2 months previously, that it was $250. Why the difference?

** said that his records showed that I was UNEMPLOYED. I said I am a stay at home mom but my husband works full time. To which he replied that the account indicates he is also UNEMPLOYED. I told ** that this account was set up 2 years before hand and at that time, they had never asked for proof of employment. ** said if I didn’t want to pay the $350 deposit, I could have my husband come down to the office to rent it. How does that make any sense? Am I incapable of renting a car because I’m female? And if the deposit is $350 because we are "unemployed" then why would my unemployed husband renting the car change the deposit?

At this point this had been going on for over 25 minutes. I told him I would pay the full deposit and I asked him to please hurry because my daughter could not miss her appt in 15 minutes. He then proceeded to tell me that in fact they had no cars for me to rent even though they had my reservation and now we would have to drive to another branch to get a car. ** walked away to the back where he proceeded to drink his Starbucks and chat with co-workers all the while doing nothing. I was almost in tears at this point. I firmly but calmly asked another customer service rep to get the manager.

** came to the register and I told him his employee was purposefully moving slower than molasses and being very difficult. I told him I would not go to another branch to get a car and they were going to make me miss my daughter’s Neuro Doctors appt in 5 minutes. Luis said he'd give me a full sized truck for now and then I’d have to return it after appt while they found a car for me at that branch or at the Clovis branch.

I grabbed the keys, signed the form and left. I returned the truck 2 hours later to the same branch. This time the manager didn't come out to help and ** was nowhere to be found. ** apologized for the trouble but stated that this was company policy and they were following it. I know this is not Corporate policy because we spoke to Corporate. This company runs their low budget offices like a bunch of misogynist, backwards, pushy car salesmen. Always trying to up sale the "little woman" unnecessary insurance when I just told them I did not need it or want it. ** even included it and tried to charge me 80$ for a weekend.

I've never been so humiliated in my life and in front of my kid to boot. I’m not poor and I’m certainly not stupid. My husband DOES work full time (Corrections) and he’s a Veteran. None of that is ANY of Enterprise's business. I also PAY my bills and THAT is also NOT ANYONE'S business either. I WILL NEVER rent here again. I have told my family and friends and everyone within reach on Facebook the truth about their business practices. Shameful.

When we asked him to show us on one of their contracts about the rule, he pulled one out, tried to find it in the fine print, and discovered that that particular rule was not actually in the contract. He then told us that the agent that gave us the rental truck was supposed to write the rule on our contract himself, but he had not. We were still charged the additional fee along with losing our deposit. We will never be dealing with Enterprise again.

Why do they do that? Why don't they keep an extra set in case someone has an incident? I ended up renting a taxi for 68 dollars to get home and the keys were found the next morning. The valet paid for the taxi and gave me 250 dollar dinner but Enterprise did not even say sorry or give an explanation why. The policy they have about keys is the stupidest in the industry. They are all about the money, not about the customer. I truly will never use them again.

I have made three calls to three separate representatives from the Enterprise citations department in an attempt to ascertain the nature and cause of the citation and why I was not notified of this citation and the associated charges earlier. The first representative was not able to provide me with any specific details pertaining to my ticket but did inform me that a copy of the ticket would be sent to me via email within 24 to 48 business hours. After failing to receive an email from Enterprise within this 24-48 hour window, I followed up with a second call to customer service.

The second representative was able to provide me with a citation number and the telephone number of the District of Columbia Treasurer, which is the issuing entity for the ticket. I informed the customer service representative that I had yet to receive a copy of my citation via email. She assured me that she would arrange for an email to be sent to me as soon as possible. Upon calling the DC Treasurer, I was informed that two separate tickets were associated with the citation number I provided and that after failing to receive payment for the first citation within the allotted time frame, a second one in the same amount was issued as a penalty. He also informed me that because more than 30 days had elapsed since the citation was issued, it could not be contested.

Following this conversation with the DC Treasurer, I called Enterprise customer service a third time to inquire as to why I have not yet received a copy of my ticket and why I was not notified of the original citation so that I could have been afforded the opportunity to pay it in full in a timely manner so as to avoid any further penalties. I was told that Enterprise was not aware of the citation until December 26th and was not aware of two separate violations being issued, but instead that only one citation of 500 dollars was presented to Enterprise. I informed him that I have called twice before requesting the details of my citation but have yet to receive an email with the details of my ticket. The customer service agent asked me to take into consideration the adverse weather conditions and that "Enterprise employees are still showing up to work despite the unfavorable weather".

I find it very disconcerting that I was not made aware of this citation until only a few days ago and that I am now being held liable for two separate tickets and an 18 dollar processing fee due to Enterprise's lack of due diligence in notifying me of the original citation in a timely manner. Because 2 months have transpired since the original ticket was issued, not only am I liable for two separate tickets, but I am now not able to contest the citation. Had I been made aware of the original ticket when it was issued 2 months ago, I would have paid it in full to avoid incurring any further charges and fees. I find it rather unfair that I am being held responsible for the second ticket when it could have been avoided had Enterprise informed me at the time the original citation was issued.

Taking into consideration the fact that no evidence of a ticket was provided to me of a violation during the period of my rental agreement and the fact that it took Enterprise 2 months before it notified me of my original 250 dollar citation, hence incurring a second penalty of that same amount, I feel that Enterprise should at least credit me with the second 250 dollar fine.

I returned it with the gas over that next line to return the favor. I returned it on the Friday we agreed on, and I had to call on the following Tuesday for the refund, which was just now. He said that they were waiting on the insurance to close the case before issuing me a credit. I didn't complain because I figured it's just a bad policy, but didn't like the policy. Then he said for me to be honest about the gas. I exclaimed, "WHAT?!" and this startled him. I said, "please continue with what you were going to say." He explained that he gave the car with half. I continued to remind him that he was generous by putting down that I had half when we both knew it was a little over that. I filled it to that point AND beyond that to the point of the next line.

I emphasized how I appreciated him doing that for me and wanted to return the favor. Therefore, he didn't argue about how much gas was there. You know, I did that to gain favor. I would hope for a little appreciation but didn't receive any recognition for that. I think this company is incompetent. I sat in that waiting room long enough to see they had issues with many of their customers who came in and who were on the phone. I was being nice. He appreciated it when giving me the car, but didn't show any gratitude to find notice the condition of the car. It's those little details that make a business and Enterprise does not have it. Next time, I will use another company. Goodbye, Enterprise!

After the 30 days was up and we needed to pay and renew, we were shocked! We had $24.80 plus 14.99/ per day (DW cost). After several calls explaining the problem to the regional manager, we got almost half of the cost reimbursed. Please be careful what you sign on the contract. You think you're refusing the extra insurance, yet you get stuck with it! Never, will I rent a car from Enterprise!!!! They will up-sell you insurance, when you don't need it!! I hope by posting my experience, this will help others.

Later that afternoon a different employee phoned us to get an incident report. We told her exactly what happened as I described above. She then asked if we hit anything that caused the flat tire in the first place. We told her no and that we noticed the car was vibrating as soon as we started driving which indicated that the tire was flat when they rented it to us. We explained that we pulled over as soon as we could because the lot exited onto a busy highway and we could not immediately pull over. When we did pull over we saw that the tire was completely flat on the front driver side and that is when we phoned their office and were told to bring the car back. The tire then blew out as we were trying to return the car as per the manager's instructions. They told us they would have an accident review person review the information we provided to determine who was at fault. We told them that we followed their instructions exactly as they said.

After that nobody contacted us to inform us the result, so we thought this thing was over and they should know that it is their responsibility that they didn't inspect that car carefully when it was returned by the previous renter. However, when we returned the replacement rental car three days later on January 3rd, 2014, we were told that the accident review team had decided that we were responsible for the blown out tire and they were going to charge us $130 to have it replaced. We told them that the tire was already flat before they gave the car to us so they would be responsible for the tire.

The manager, then told us that the tire when we returned it was completely blown out and not flat and that was our fault. We told him that when we called them to tell them the car had a flat tire and he told us to drive it back to the lot in this condition and that is what caused the blowout. He then told us that the reason he had told us to drive the car back to the lot was because he assumed the tire could still be driven on. However, he did not once ask us about the condition of the flat tire when we talked to him on the phone, nor had he sent anyone to look at the car before telling us to bring it back to their lot. We told him that the tire blew out as a result of the instructions he had given us and that we would not pay for it. He continued to tell us that he thought the tire was drivable so any damage in excess of the initial flat tire was our fault. We are now filing a complaint with Enterprise customer service. Hopefully they can truly respect their customers and justify for us.

I contacted the closest location who told me they had plenty of cars and to bring it in for exchange. When I got there the only car they had for me was a Ford Focus that had wrap around seats that dug into my damaged shoulder. There were other vehicles available but they told me I could not have 1 even though there were no reservations on the 4 vehicles there that would work perfect for me and the explanation was that no one would like to have the Impala they rented to me even though it was a luxury vehicle that I paid extra for. They told me to go to the original location as they had called them while I was on the lot and there were plenty of cars available. I found that strange as I had already called them and call them again on speakerphone with both employees listening and was told that there were no cars available. The 2 employees told me I was out of luck and pecan playing tennis behind the counter with 2 rackets and a tennis ball while completely ignoring my situation. I offered to pay even more money to get 1 of the four available vehicles but was again denied.

I went outside and called Enterprise customer service and they told me that they could not force an agency to give me a vehicle but that I could file a complaint. A short while later I got a call from a general manager to go back to the same location as a car had been returned that was perfect for me. When I got there I was met with an attitude and they gave me 1 of the 4 original cars that they initially refused.

I am a b I t customer with them with multiple rentals of over 2 weeks yet I have never had customers service as bad as I had that day. After an accident and which I was injured for them to throw salt on the whole situation was simply ridiculous. I would not wish that treatment on anyone and the same situation and hope that they have a crash course on etiquette for the 2 employees who treated me like trash until they were forced to act civilized by a manager off site. At Enterprise the customer is never right.

On Wednesday, September 4, 2013 at 12:51 p.m., I drove to the Kilgore location of Enterprise Rent A- Car. The agent checking the car in was as quick in his examination as the young lady's on August 16. What was surprising was the speed and precision with which he began to identify damage to the vehicle. His first claim was that there was damage to the roof. He asked if I had parked under a tree where something could have fallen on it or if I had been in a hail storm. I replied neither had occurred. Standing on my tiptoes and straining, I finally saw a couple of little dents. When asked that he point to the damage so that a picture could be taken of him pointing it out, he stated he was not going to be in any pictures.

His (Bedairs) next claim was I had caused a horizontal scratch five to six inches long on the right front bumper. In addition to claiming the scratch, he also claimed that I had made an attempt to cover the scratch with black paint. There is no doubt that he accused me of scratching the bumper and then attempting to hide it. This is an outrageous accusation and has no basis. A very close examination shows it was evident that there was a scratch and someone had put black paint on it.

Let me be clear, the damage that the agent accuses me of causing did not occur while the car was in my possession. It was present BEFORE I took possession of the car and was NOT noted by the employee. As a customer I relied on the honesty, diligence, and professionalism of the employee. Apparently my reliance on these characteristics is misplaced. The issuing employee led me to believe that only damage that would stand out from a walk around inspection was to be noted. The receiving agent re-entered the office area and began to fill out an Enterprise Rent-a-Car accident report. Of course, I was upset (and still am). A little research on the Internet reveals that this is a common event with the Enterprise Corporation. The similarities between what occurred with me on September 4, 2013 and others across the nation would be amazing if it were not so alarming!

It is alarming that a company as large and well known as Enterprise Rent-a-Car would engage in such activity. It cannot be just coincidence that so many people across the nation have had experiences with such close similarities. It is my position that Enterprise Rent-A-Car is attempting to coerce me into paying for damages that I did not cause. I will not be bullied or coerced in this way. I am in the process of filing a consumer complaint with the Texas Attorney General’s Office. I will also pursue this matter with United States Attorney General’s Office under the laws governing interstate commerce. I am documenting all actions by the company and its agents and, if necessary, will be contacting the local district attorney concerning consumer fraud.

When I questioned if it was reported in the previous rental, she stated it's not reported in their computer system. When I told her that it has to be noted on the previous renters paper contract, she stated, "we don't keep those." Well, I know better, that contract you sign is a binding legal document, and they all have to be in file somewhere. I'm taking this up not only with my insurance, but my attorney. I will never rent from Enterprise again.

I was beyond angry! I first, put in a fraudulent charge claim with my card company. Then I called Enterprise. They informed me it was against company policy for one way rentals. I told them, I had no idea, I was told it was okay with location manager when I went to extend the rental. They told me he had quit and the charges would remain. Well, when this all happened, they had called me at work and all calls are recorded. I had that tape pulled and sent to my card company. They IMMEDIATELY reversed the charges back to Enterprise. It didn't take them long to realize it either. They called me at work, home, threatened collections and a lawsuit.

After all of that steam was ignored and they tried to get it from my insurance company whom I also sent a copy of the recording to, it was dismissed. SO, a couple years later, I hit a deer and my same insurance company sets me up with Enterprise. Lo and behold, I have a $127 fee to be paid before I can rent again... so from almost 5 grand to $127... and I can't rent from them until it's paid. I didn't do anything wrong. They said it was the agreed settlement from the unpaid balance. I'll never use them again and I'm NOT paying for something that wasn't my fault.

Meanwhile I was still calling this office over and over with no answer and at 12:00 it finally rang with the message "sorry, this office is now closed." I believe the phone was left off the hook intentionally so no one could make a late reservation. It is too obvious that I could not get through for a solid hour calling consistently and at exactly noon I get a message that they are closed. Needless to say I am very angry about whole ordeal and how rude this girl was to my husband after he took the time to leave work and try to get there before noon.

She was irate and very nasty and snapped that she did not have to sell me anything. Usually when I encounter rude customer service, I leave the establishment; however, I was desperate for a car as mine was being repaired. Needless to say, I did not respond to her rudeness and continued with business. When I returned the car the following day, I was told that my deposit would be returned to me minus what the insurance did not cover. Later on that evening, I reviewed the receipt and realized I was overcharged. Since the office was closed until Monday 12/09 I waited until then to call and report the error. She told me that she would take care of it. I waited three more days and yet nothing was done.

Friday 12/13 I returned to Enterprise to sort out this mess. Upon arrival, she knew exactly who I was and why I was there. She told me that she will have her manager credit me the money. After a half hour wait, I was told that I was going to be given $4.80. Not to toot my own horn, but I can add basic math and knew there was a mistake. I asked what the other charges were and another worker told me it was something extra that I added. Obviously, she committed fraud and charged me for things that I did not ask for. When I mentioned this, steam flew out of her ears and she started yelling that I was getting $4.80, therefore I should be happy. I'll admit, I always have a response and as a result a verbal altercation ensued.

She was unprofessional and yelled so loud that it caused the manager to exit his office. One would think she would become respectful when her superior entered the room. Oh no, not this one. She continued ranting and carrying on instead of falling on her sword and apologizing for her crookedness and deception. I don't know when sense came into her brain and she decided to shut up, but surprisingly she did as I thought this ghetto professional was about to put grease on her face to fight me (in front of her boss). It was very odd that the boss (I believe his name was **) would stay quiet while an employee flew off the deep end on a customer.

He decided to refund my total deposit and took me outside to ask my side of what happened. I explained in detail the events that transpired. He then told me that she has a strong personality (as if that was something that concerned me). He apologized and claimed that he would speak with her. The only satisfaction that I have is that I was able to have a two-day rental for free because of her actions. I am pretty sure that she intimidates him and why he would mention that she has a strong personality.

This Enterprise on the address above is the pits. The staff are ghetto and unprofessional, deceptive and lack customer service skills. And no, I do not think the customer is always right, but I do feel that professionals should be honest and not slip in hidden charges on unsuspecting customers. I wonder just how many others have paid for items they did not request. Perhaps this was an isolated incident, perhaps not. What I do know is that I will never utilize this location again. And if after reading my review anyone decides to be a glutton for punishment and use this lousy office, then I implore you to check the bill thoroughly. FYI. I pursued this more for the principle and not for the 30 something dollars as I am a strong believer that people (especially professionals) should be ethical and do the right thing.

I arrived at Enterprise in Ellicott City the next day and the agent could not find the small scratch. I showed her where it was, and she called a manager, likely the same person who asked me bring the car in for a replacement. She then told me they would not give me a replacement and that they take the keys to the rental car I already had. I was stuck and I needed to go to work. I had to find a ride to my other because they told me they would take me to my house, but their driver was not in; I would have to wait. I am furious that they would blatantly lie to me, trick me into returning a car I would have returned otherwise, then make me late to work.

What they did was unethical, unprofessional, and an outright lie. I have never had a business representative lie to me like that. I would have brought another car if they would have been honest. I am not complaining about having to return a car that had a scratch on it, I am complaining about being lied to. My entire extended family has the same insurance company, and I will be complaining to my agent and asking family members to not use Enterprise. What they did was unnecessary and absolutely wrong.

I was weary about giving them my card but I did. I returned my car in Charlotte (which I was told I was free to) & my boyfriend received a call a day later that I needed to return my vehicle. So I called to ensure that they knew I had already did it. The lady on the phone said "Ok we will make a note of it & go ahead & charge you the 2...something dollars. I said No & wanted to speak to a manager. Every time I called that week there was no supervisor, no manager. AND at NO time did they send me a email like they said showing me my charges & my "credit" that they gave me. The credit doesn't show on my bank statements. After several calls to the Stratford road establishment I didn't get anywhere. I FINALLY spoke to the manager since October, Brian & he assured me he would send me an email & talk to his manager over the branches in our area. I never received the email.

Today I called & talked to Alex and he said that the manager was out of town but he'd try to send me something. I was curious & asked if which email they had on file & he said they did not have one!!! I gave the manager the previous day all my information. So I gave Alex my info & he sent an email of a screenshot picture of the charges which was blurry & not an official document. It didn't even show the charges & credits to my card. It did however show 84 notes. So you're telling me out of 84 notes my business couldn't have been handled better. Tomorrow I'm going to the location to pick up the actual print out that I was told is in full detail. Not like the email I was sent. I really am overwhelmed at how horrible my business has been handled. I really would like to speak to someone that didn't just put me on hold or give me the "run around." My charges are over 400 to the card I was assured wouldn't be charged. VERY UNHAPPY.

Original Review: Dec. 10, 2013

I rented a car from Enterprise over the Labor Day weekend. Upon returning the car in Newark, NJ, the inspector found a small, quarter-inch crack underneath the plastic spoiler underneath the radiator. The crack was so small, and configured in a way that made it look like part of the car's design, it would have been easily missed by any prior inspection (fortunately, I took pictures of the damage). I nonetheless have received a bill for $499 from Enterprise, and repeated phone calls requesting a hearing of my case have been ignored. Last night, I received a phone call from a collection agency demanding payment. I am being given no opportunity to protest or discuss this matter with Enterprise, and now face potential to my credit rating without any recourse. This is plain and simple extortion.

I believe this sets up an interesting potential class action lawsuit. How many rental car agencies charge their customers without warrant? How many millions of dollars in profits are collected for fraudulent damage claims? Why is there no adjudication process for customers who wish to protest these charges? Can someone help me with this? I would make a great client - I am well-educated, articulate and have evidence that this charge is without merit. Thank you.

I knew that USAA insurance dealt with Enterprise Car rental. I contacted the nearest office on Glenwood Ave, Raleigh (Rt. 70) but it was already closed. I next called the number listed on line for the RDU Airport Office in Raleigh. The young lady that answered admitted that she was not at the RDU office. She was in a central Enterprise Reservation Center. I explained that I had attempted to call the Glenwood Office but that it was closed. She asked if I knew the next closest location. I told her that I had attempted to call the RDU Airport Office directly, thinking it was the next closest of the Raleigh locations.

I asked for the least expensive rental available. She asked the nature of my use for the rental. I told her that my car was in the shop for repair and the insurance coverage included rental car. She assured me that she could make a reservation for me at any Enterprise location, including the RDU Office. She told me that the "economy vehicle" that was available was a Chevy Spark and the rate was $52 per day for unlimited mileage. Twice, I questioned why the rate was so high; wasn't there a discount for USAA insurance customers or something? She did not answer my questions directly but her replies were something similar to "Why did I care? The insurance company is going to pay for it." Ultimately she would not provide any additional information or other options.

I had to be to work on time the next morning to attend a meeting, so did not seem to have any other options and I went ahead and accepted the reservation with the expectation that Enterprise would honor their arrangement with Enterprise without regard to the office that made the reservation. When I picked up the car that evening, at approximately 8:45 PM, I mentioned to the staff at the desk that with one car in for repair I hadn't needed the insurance coverage at first but that my second vehicle had broken down that evening so I had not been able to reach the Glenwood Office where I had been sent in a prior situation. The reservation agent asked if there was another convenient office location. Thinking that they were all the same, I told her that the Airport Office was the next closest. She made the reservation for me for 8:30 at the Airport office.

Thursday afternoon, I received a call from the Enterprise Office on Glenwood Ave in Raleigh. My voice message to the USAA Adjuster had resulted in the Glenwood Office receiving a reservation for me. I told the attendant that I was forced to pick one up from the airport office so I could be on time to work. He told me that the airport offices never would accept an insurance reimbursement. He explained that the two stores share the name only, that their inventory billing and every business function was operating totally separate from all regular offices. He warned me that they would not accept the discounted rates that insurance companies demand.

When I returned the car that evening, I spoke to the Manager at the RDU Office about my situation. I described how the reservation agent knew it was an insurance claim but refused to offer any other options for me even though she knew Airport Offices did not accept insurance payments. Then when I arrived at the RDU office to pick up the car, I mentioned to them why I was getting the rental, as coverage under my insurance policy. They heard that but no one offered the fact that their office did not accept insurance company rates. Had I been told by either party I would have declined the reservation but I feel that they concealed that fact from me in order not to lose the business.

I clearly would have found other options had I been told that this transaction from their office would cost me $34 out of pocket. The Manager refused to offer any relief or credit, telling me that it was a miscommunication on my part. I believe that my request of the reservation agent were absolutely clear but that she concealed the fact that the RDU or any airport offices would never accept the rates of the insurance companies in order to increase the charges to my account.

On our return the shuttle bus driver told us the disabled lift wasn't working so I had to climb the steps of the bus causing me more pain in my foot. I then had to get off again causing more pain. I went into the office to see the manager. He said alright. I said I was not happy. He said oh and as he was with someone, I waited. He then ignored me and gave keys to somebody else. He was just going to serve someone else when I said wait. I then told him about the lift not working. He said it was so either he was lying or his driver was. They then said that the TAHOE we came in wasn't there and tried to put us in a compact car with a wheelchair and cases and four people.

We then had to hire a minivan which hadn't been cleaned. It was filthy inside. I was in so much pain I just wanted to go home. The manager offered to refund the extra money because of extra it cost for the minivan. On the plane, I was unable to move around the plane and could have ended up with deep vein thrombosis. I have emailed Jake ** in USA and asked for a full refund but he is ignoring me; hence, the reason why I am writing this entry.

Anyhow, it was a bad experience talking to them. I am not sure about what they will do. After I read more reports here, I realized that many of us made wrong choices. A company with lousy services is clearly not my next choice. I think many of my friends will stay away from this lousy company too.

We returned the vehicle the way we found it and suddenly I get a call saying "You damaged your rental. We will be filing a claim." What? I have rented for 35 years, have a stellar driving record, drove the car on surface streets and the Montana interstate, and never drove over anything other than smooth pavement, and they are saying I did $1,000 in damage? The lady I spoke with said "Oh, people do this all the time. They don't even know they hit a curb and cause this damage." I said, "Lady, I drive an Expedition. I know about the low bumpers and the noise they make when they hit a curb. I would report such a thing and not try to dodge it. It did not happen!" Something fishy going on.

When I returned the truck they said that there was a dint in the door on the passenger side, they said I was responsible for it, and nothing I said was matter, that I did not do any damage. I felt so intimated that I just wanted to leave, they were rude and was not letting me talk. I know for a fact I did not do any damage to the truck. I will not recommended this company. People be aware, they smile when you pick up the vehicle but you are nobody when you returned it.

2-3 weeks later my sister found a charge on her credit card for a deposit, a charge for returning to the airport and a full tank of gas. It stated on the contract that the bill was to be sent to our travel agency to receive their payment and we filled up the night before we left so there was a full tank of gas. My sister contacted them and she was referred to the office in Scotland. After numerous emails to them she finally got a response back stating that they would check into it and said we also owed 700 pounds for damage to the car.

This was not our first time driving in the UK. We pride ourselves on the fact that we adapt so quickly and have not had any problems. Of course, this damage appeared AFTER we were back in the US and could not go there to refute their claim. We KNOW there was no further damage on the car when we returned it. I think they do this to thinking we won't fight back. Well, they are wrong. The charges for the deposit, gas and airport drop-off are being disputed and Chase will not put thru any further charges from Enterprise. If they think they will get that 700 pounds (over $1000 US dollars) without a fight and legal action they are wrong. After reading some of the other complaints, I am convinced that this is Enterprise's MO. Screw the customer every chance they get.

When and look at it and there was damage but it was NOT done in MY CARE! If I damaged the car I would have called them and took care of it. So now they are charging me for the damages, which is very expensive and I did not even do it!!! It was done after I dropped it off!! NOT IN MY CARE! They were not understanding. I asked for a police report of the damaged property which they didn't have :) (very unprofessional) it was just a complete rip off!! I will never use them ever again! I’d rather walk everywhere then be in business with such snakes and get screwed over!! To anyone who reads this: DO NOT USE ENTERPRISE!!!

Again I was phoned later in the same rental to swap the vehicle out yet again. This time I was told to do so because the vehicle was sold. I again accommodated Enterprise and took time off of my vacation to go and return the vehicle. At that time the attendant told me that the scratches near the roof that I'd pointed out to the woman would need to be written up as damage. I disagreed and he said that he would contact Albany and let me know if there were any damages in a few days. I never heard back from them, until about a month later when I received an email stating that I needed to pay them around 800 dollars for damages to the car.

I asked for photos and an itemized bill so that I could submit it to my insurance company, and they sent that over a few days later. I also disputed the accuracy of their claim at that time. When I received photos, the scratches were not even in the same location that the employe had pointed out. The pictures were of a rear bumper collision, nothing on the roof of the vehicle! I am an Enterprise platinum member and prior to this I spent thousands of dollars a month renting from them. I will no longer be using my Enterprise account and have just made a reservation to switch all personal and business rentals from their company. This is so obviously damage fraud that I will never trust the company again.

I recently became the victim of the hail damage scam from Enterprise. I had an SUV for 15 days while my car was a collision center for repairs. At the time of the pickup, no damage was noted with the Enterprise personnel. Midway through my rental time, I removed the additional coverage, as it appeared I may have the rental for up to three weeks; the SUV was not re-inspected at that time. (In retrospect, I probably should have asked for this. I have been using Enterprise for six years for work travel, and have never had a problem.)

When I returned the SUV to pick up my car, the individual checking me in stated that the roof exhibited clear signs of hail damage, and that they would be filing a claim with my insurance carrier. I explained that this clearly couldn't be the case, as there had not been hail in the tri-state area during the time of my rental, nor had I parked under trees – my driveway lacks them, and my office has a parking garage. I also pointed out that I had at least had the additional coverage during the time of the rental. The individual stated that this did not matter, as they could not prove that the damage (which I contested) occurred during that coverage period. At this point, the person explained that she was sending the SUV over to a shop that would provide an estimate with my carrier, and that they would work it out with insurance. Big mistake on my part for taking this at face value.

After returning home, I spoke to Enterprise's damage recovery representatives, who walked me through their process, which was much in line with what the counter rep had explained. At no point was I to be charged, and I was supposed to be supplied an estimate before any charges would be levied, etc.

After this, I spoke with my insurance carrier to inform them of the situation, that Enterprise was planning to file a claim, and that I was certain that it was fraudulent. My carrier had not been informed of the situation, and would be sending one of their folks to examine the vehicle. All of this occurred yesterday afternoon. As of this evening (830pm EST), Enterprise has charged over $500 to my credit card (which is even in excess of my insurance deductible), has not contacted me or provided an estimate of the purported damage, or contacted my insurance provider. I am now in the process of disputing the charge, and will be re-contacting my insurance provider to make them aware of the current developments.

Original Review: Nov. 9, 2013

In 2012 my son wrecked my car and sent me to Enterprise. All was well. Yesterday, I had an accident. My insurance company directed me to Enterprise who now says they cannot rent to me because I rented a car from them in 2009 and owe them for wrecking it. I never rented from Enterprise before 2012. I have never been in the town they say I rented from. They had all my information on the 2009 computer file. They cannot begin to look into this until Monday, so I am without wheels. 11/9/2013.

Considering I had no idea how long the dealership would have my car, I politely declined. They asked for a credit card that they would only charge $1 just for any incidentals. Okay, fair enough, I thought. They then proceeded to bring a just washed dripping wet Chrysler 300 for a walk around inspection. During the walk around, I pointed out several scratches to the agent and he told me not to worry about the little scratches as those were expected. In his words, "As long as nothing is bigger than a dime then it's no big deal." Still I looked over the car at what I thought was a pretty thorough inspection. Nothing seem to stand out substantially.

So... I go to return the car after the dealership informed me my car was ready. I run into problems. Let me say that I babied this car the whole time I had it. I baby my own cars, and this car even more so as I know how rent-a-car companies can be. Most of the time I opted to not even drive the rental. I left it sitting in the garage while I drove my other car. When the agent does his walk around inspection, it seems like he immediately goes to the front bumper (almost like on cue). I sit looking out the window confused. He then comes in and ask me to go out with him. He points out a small crack in the lower part of the front bumper right under the driver's side fog light. I told him there was no way possible I could have done that. The 300 has a very low sitting bumper and there is no way most people would have noticed a crack under the fog light; almost completely under the freaking bumper! He then said he would go check to see if the vehicle had any prior damages reported.

Let's be real here... even if there was prior damage, would he tell me that? I have no problem paying for something I know I'm responsible for, but I feel they are just trying to rip people off! I reluctantly turned over my credit card and paid my $250 deductible as I had no way of proving the damage was already there. I also had my 11-year-old daughter with me and didn't want to cause a scene in front of her.

When I talked to my dealership about what had happen with Enterprise they told me not to worry about it... they would deal with them. Enterprise is claiming over $1100 worth of damages for a small freaking crack the size of a paper clip! They are claiming the whole front bumper had to be replaced. They also sent me some pictures with scratches completely under the bumper that they are claiming I'm responsible for. So when I do a walk around inspection with someone, I am expected to look under the bumper for damages? This is crazy!! The dealership offered to repair the car themselves, but Enterprise refused and apparently they can only fix their own cars. I find it to be completely in the best interest of Enterprise to use their own inside repair facility and make up any price they want without any subjective proof or scrutiny of a repair bill . Now it looks like the Insurance company may not cover it and I may be on the hook for the full amount.

Be aware people... stay away from this company!!! I rent cars more than 10 times a year with A different company and I never have had any problems to date. I never accept the damage insurance with them either. It's Funny how you can go to Google and type in "Enterprise Insurance rip off" and you will see this exact same story repeated time and time again by Enterprise. It's almost like they train their employees to bring out cars wet to conceal the damage and then try to charge the customer for it later.

After completing a walk through on his own, a Brandon ** came back to me and accused me of damage to the vehicle. I have never caused any type of damage to a rental vehicle, by any means, and to be accused of doing something I did not do is the reason I am bringing this matter to corporate office as well as Consumer Affairs. I am very aware of when I cause damage to a vehicle, but this was of no fault of my own. The damage on this vehicle appears to be due to being lifted by some type of device used to fix a flat tire and/or perform oil changes; none of which I had performed. I informed Mr. ** that I was not the cause of this damage and to check the records as well as the management trainee who originally inspected the car with me. He did not. I contacted the Branch Manager and informed him of the situation, and let him know that I was not going to be responsible for damages that I did not cause. He not only did nothing, but he stopped returning my calls. Not only was this unprofessional, but it was disrespectful. I have always enjoyed the customer service of Enterprise, and I felt their professionalism was second to none. This is no longer the case.

For my surprise, 11 days after giving them back the car I was told that the car didn't run after us because it was filled with a different kind of fuel! Why didn't they call earlier? Why I have to believe the car was not drove by anyone else after us? We drove for 10 Km from the gas station! And now I have to prove I did it right using Diesel. I send then two emails and one to rental cars.com. NO ANSWER, and now I received a facture of 916€ of car repairs, and insurance! I don´t know how can I solve this problem. Can anyone help me? All I can say is that I'll never rent a car from this kind of site again! They are real cheaters.

Later that day (October 30, 2013) I receive a call from Enterprise (lady by the name Meg) reporting damage to the vehicle and asking me how I wanted to cover that. I categorically informed the lady that there has been no damage to the vehicle from the time I got the vehicle to the time I returned the vehicle. And in case anything happened after I handed over the keys, it is not my or the customer's responsibility if something were to happen to the vehicle. I was quite frustrated with Enterprise's dishonest practice of falsely trying to put the blame on me.

I reached out to the service manager and my service adviser at BMW of Sterling informing of the same situation. They are in the process of taking this up with Enterprise. In the meantime, Enterprise lady called again and left a voice mail on October 31, 2013 informing me that there is a $250 charge on my credit card for the damage to the vehicle. Enterprise it appears to be arm wrestling me with this charge even though they should not. In addition, I feel that there's something fishy with this incident. When the lady had called me the first time around to report the damage, she said that it was a dent to the rear of the vehicle. Whereas, I found out this morning (November 1, 2013) while talking to the BMW of Sterling Service Manager that Enterprise lady told him that it was one of the doors on the side of the vehicle. In fact, when the lady called me the first time, I said that I'd like to see the vehicle as I am minutes away from the service center where the vehicle was dropped. She immediately said that the vehicle has already been moved and I would not be able to see the vehicle.

This is just unacceptable business practice on Enterprise's part where they are trying to fleece and falsely arm wrestle customer's into paying for something that isn't their fault - as has been in my case. Although, I do want to say that I get the loaner vehicle from another of their facilities at HBL Mercedez of Tyson's Corner and I have never have had to face a similar situation. Not to read too much between the lines but perhaps it may be part of Enterprise's new strategy of forcing people to choose additional $20/day insurance on the vehicle at the time of the rental which covers any such instances. In the rental from the BMW of Sterling facility, I did not choose this as I knew I was not going to use the vehicle for more than 10-15 miles. But perhaps I would next time just to save me the time and effort of avoiding dishonest and unacceptable instances from Enterprise.

Just as an fyi, even though I gave my Amex Corp Card for this rental, I found out from Amex that in general they do not cover any damages related to courtesy loaner vehicles. This last part is just for awareness of people who may be using their credit card to rent loaner vehicles. But that is a different matter. Overall, my latest experience with Enterprise has been very dismal as a matter of principle. Thanks for your attention and please be wary when renting from them. Make sure you inspect the vehicle thoroughly and highlight any issues with the vehicle. Else they may put a claim on you and arm wrestle you into paying for something for no fault.

I called the Withamsville location and for the 3rd time reiterated my reservations which they tried to quote a higher price. I told them I would get a ride. Upon my arrival the assistant manager checked me in. He tried to sell me on one product after another. I just wanted to rent a car not to be hounded by a salesperson. Nonetheless I declined the products. He overly stressed that I should really get the what he called $20 a day insurance so everything was covered. I told him I had no deductible and wasn't interested. I felt uneasy as I pulled out of the lot. I should have went with my in-stinks and turned the car in immediately.

Our trip was uneventful. Upon return of the vehicle, the assistant manager went out to check my car. He was outside for several minutes. I was inside signing documents. When he came in he said that I must have been in the hail storm that they had had and it damaged the rental car. He also stated that they have been missing it when people turn the car in. I stated that I was not in Cincinnati, I was in the Smoky Mountains and we didn't have any hail. He said the damage was done and that Enterprise would check the area that I was in to see if there had been any damage reports. Lo and behold. They don't check the area you are in. They go on the last persons sign in sheet.

So even though it was raining when I picked up the car and I couldn't see the damage and was told to only look for scratches 1/2" on longer. I received a bill for $938.75!!! for a $72.00 rental. They even charged a $100 administration fee. Not to mention they put a hold of $250 on my credit card and don't even tell you about it, unless of course you come in like the man after me and say that you only have $90.00 available. The manager told him not to worry they would make that work for him. Double standard?? That was my last rental at Enterprise Buy the Car Rental!!!

I found that odd and asked why none of the damage was recorded on my contract. The representative simply told me that it is your policy to not record damage that was already existing. I took the rep's word for it and signed the agreement choosing my own insurance since they were the ones renting me the car. I had the rental approximately one week and three days. I returned the car to the same Enterprise facility I had rented it from. The car was parked in a garage with a private spot set aside for me by my employer as well as my condo complex with assigned spots that is under video surveillance at all times... When I returned the vehicle to the Enterprise, the "manager" told me he was going to check the gas mileage and mileage on the vehicle. Instead of opening the door, he goes directly to the dings on the driver's side door I clearly asked about when I checked out the car and he came back to tell me that I caused the dings and I was responsible for the damage done to the vehicle.

I was appalled and disgusted that I was being accused of the damage that the other employee clearly told me was fine. After arguing what seemed like forever, he accused me of keying the car as well. Why would I key the car? He then proceeded to tell me that they would take my 250.00 deposit from my credit card to cover the damages without even sending the car to get an estimate. I called their corporate representative right then and there and demanded he investigate this bogus claim. He assured me he would contact me within 48 hours from the time I called him. He never responded back to me. Since then, I decided to research this matter because I was involved in some sort of scam. I read 769 reviews with similar to the exact story of what occurred with me nationwide.

A month after the incident, I received a letter in the mail stating that I owed 734.00 in damages to Enterprise. Attached to the letter was a claim for my insurance information as well as black and white photos of the vehicle which are not considered acceptable especially in accident cases. You cannot see any damages done to that vehicle because the vehicle is in fact white. I will not let this go easy. I have contacted my insurance company and asked for them to further investigate this claim as well as an attorney and the national news alerting them to this matter. I will also contact consumer reporting agencies and plan on taking this to court. How dare you accuse innocent people who come to your business? I will fight this and I have no hesitation in doing so. I will never rent from an Enterprise rental again or its affiliates.

I called Enterprise Rent-A-Car from my RV Campsite in Panama City Beach, Florida. I needed to rent a vehicle to get to a significant emergency immediately at my business as previously stated. I called ahead and they said that they had plenty of vehicles available and I asked to make a reservation and they said that would be fine and to just "come on over." So my son and I made our way to the Enterprise Rent-A-Car so that rest of my family could still have a vehicle besides the new RV I had just purchased.

Upon arriving, I walked through the door to find many people sitting and waiting, but I went to the counter and alerted the service rep that I was the person who had just called. Well, I had reserved a normal midsize car as I was only driving directly, non-stop, and they informed me that they would upgrade me to a full size car as a courtesy. I was appreciative of that gesture as I assumed they had seen my lengthy and loyal rental history in their system. Apparently not. As I proceeded to make my way out, I was hearing chatter of how they had run out of cars, and furthermore, how they were hustling to get other cars from nearby Enterprise Rent-A-Car locations. So as I walked outside, we walked up to a dirty, unclean Dodge Caravan, their full size vehicle. We asked if there were any other cars available and they informed me that this was the only 1, yes one car, available.

As the Enterprise Rent-A-Car agent walked us to the vehicle, he commented on how it was dirty and unwashed. Apparently, cars are checked in the AM around 7 or 8 AM. I was there a few minutes past 9 AM, Panama City time. The Car was Very Dirty, and seemed to have not been inspected after being likely JUST returned. When the Enterprise agent opened the car, there were chips scattered over the seats, on the floor mats and some Frito looking corn chips sprinkled throughout the driver side car seat. We then asked again if there were any alternative vehicles, to which he answered no. I pointed to several cars and he curtly replied, "NO." He asked if we would like to wait for it to be washed, but given the emergency situation, we reluctantly said we would just take the car as I needed to be in the road immediately. I looked around the lot and saw other vehicles that looked to be nicer, but apparently, they were the employee's cars.

Anyhow, the Enterprise Agent didn't even give us the courtesy of a walk a around. I do not even recall him even walking around the car entirely, and neither can the branch even say he did. He basically just signed a bunch of the parts of the form to which we were not even asked if we wanted their supplemental insurance. We sometimes take it as we know it is actually a perk for the agent, which should show that we are actually/rather were actually fond of many of the past agents we have dealt with as they had been so kind.

So without ever walking us around the car, without giving us the respectful disclosure of any details, without washing the dirty car, without cleaning the insides, without doing anything save for just "signed this, initial this, etc.", we were told to sign and take the car. Let me be clear, even though we were in an absolute emergency situation, we never, ever, at any time rushed the agent as we wanted to be polite given the situation knowing he had a line of customers without cars waiting.

Because I doubted I would have been returning to the campsite until my son came back for his job with the dingy (the car towed behind my RV that we left for the family to be able to travel inside PCB without having to reset all the settings of the large RV), I even opted to pay the extra $100 fee to return the car to a location near my residence in Columbus, GA. When I returned the car, they told me that there was a dent in the bumper. I knew that there was no way that I could have caused this as the drive was 1 way, parked in a dedicated space when parked, and the car was at my residence, which is a private residence. So I asked the branch employee to dispute this as I found it pretty impossible that I could have caused this.

So I had started to make my calls to the branch, whereas I requested the Branch Manager for Enterprise Rent-A-Car. Then I was referred by the Branch Manager to the Damage Recovery Unit, who then proceeded to tell me that they would send the case back down to the Branch to investigate it. Then I get an invoice in the mail asking me to pay $618.12 for the damage to the bumper. So it is now no longer a dent, but a cracked deep impression which needs to be replaced. So I call the Damage Recovery Unit again where I speak to a Diana **, who then referred me to an Administrative Unit Manager Dawn **, who then referred me back to the Damage Recovery Unit, who then referred me back to the Branch Manager, who then proceeded to finally call the Damage Recovery Unit again. I have all these calls documented. Finally, I get the number to the Regional Branch Manager Paul **.

He was actually kind and respectful on the phone, but even as I was explaining to him how unlikely and improbable the damage was to be caused by any situation I may have been in, as I stated, I have dedicated spaces and live in a highly private residence, he seemed to have already made up his mind before ever even speaking with me, never strayed from how it is likely that I caused the damage. When you speak with someone who already has their mind made up, and will not consider any alternative even given the rental circumstances where the car was dirty, unchecked, covered with dust and usage marks (I firmly believe that the car had just been turned in and not even checked or washed or inspected), I find that inability to keep an open mind to your faithful and respectful customer of 15+ years given the circumstances, incredibly poor and incredibly disappointing.

Even during the conversation, the Regional Manager who makes the final decision said that the cars are inspected every morning at 7 or 8 am, so that it could not have been unchecked. Well, upon finding out that the car was likely turned in AFTER that point and was not even checked or washed made the conversation change just a little to how he would have to get the file to check the investigation.

My question is, how did he not know when the car was checked in? How can he not know that the car was not ready to be checked out if the investigation was finished and done on the matter? I am amazed at how horrible the Service has gotten at Enterprise Rent-A-Car. A once proud company and organization who would inspire me to make choices to help the employee get perks and make friends with their agents near my dealerships. Wow, I guess those great people never made it to the top.

I will likely get my insurance and my attorney involved. Like I said, this is purely based on principle. How can a damage claim be handed down to a customer when the investigation details aren't/weren't event fully considered? How can a dent covered in dust, yea, covered in dust... seems pretty convenient that the car wasn't washed or inspected, be placed on the customer to whom a car was given that was not even cleaned, inspected, washed, cared for, checked in.... pretty long list to me. And the fact that the Enterprise Rent-A-Car Agent did not even do a proper walk around, didn't follow any protocol that I was used to seemed very lacking and disappointing to me. Had this been done, and had the agent had the courtesy and the time to do so, maybe this could have all been avoided. Please be careful when you rent from the Enterprise in Panama City Beach, Florida. I will not give the address as this may happen in other Enterprise Rent-A-Cars - may try and pull the same maneuver. But if you want it, please feel free to contact me.

I actually hope that someone from Enterprise Rent-A-Car reads this, someone in higher management. I have my impression of Enterprise Rent-A-Car in Panama City Beach, but the way a company handles its mistakes is usually a sign of its leadership. I will let everyone know if anything changes.

A week later, a gentleman calls to discuss the claim but I’m working and cannot answer. I return the call the same day, but no answer. Next day, the guy calls again while I’m working and I return the call once again with no answer. This happens once or twice more over the next one or 2 weeks and finally the calls stop. I then call the number I had been calling back to tell them that since no one is returning my calls or sending me information via email which I requested in the last voicemail I had left for the gentleman, that I would be assuming the claim was not being followed through. The voicemail I reached this time was that of a woman... and she didn’t return my call either. Now, it’s a month later and I get an envelope in the mail saying I owe over $2600 in damages! I’m in awe. I did not put a single scratch on that vehicle and with the amount of damage they claimed occurred, it is amazing to me that no one else ever caught it before my experience.

The amount of damage and the fact that it is on every side of the car is not even a reasonable amount of damage to occur in a 3-day period. AND on top of that, the pictures that they sent me to review are in black and white and you cannot see a single dent. I have spoken with a lawyer who has told me to dispute the charges until he has further reviewed my issue and to request color copies of the damage because black and white is not acceptable. This is not an issue of money because I have it if I needed to pay. However, I legitimately did not put a single scratch on this vehicle and I refuse to pay for damages that someone else caused and that it was overlooked by other employees in the past. I will not be the scapegoat. I WILL NEVER RENT FROM ENTERPRISE NOR WILL MY FRIENDS AND FAMILY THAT TRAVEL OFTEN AND HAVE RENTED FROM THEM IN THE PAST!

Most people would say that I probably placed it somewhere else, but I am 100% confident that I placed it in that cup holder because I did so the night before. I even asked my friend who was with me when I did, and he confirmed that I did put it in the cup holder. I suspect that the person who cleans the cars after they are returned may have taken it. I am extremely upset that this was stolen and now my presentation clicker is absolutely useless because I no longer have the USB sensor. The USB sensor is useless by itself so the worker who took it can't do anything with it either, and now I am out of a working clicker (valued at about $60-$70).

One day after writing my story, I was contacted by a young lady named Carol who evidently monitors social media for upset customers and she wanted to look into it for me. I gave her the data and she said a manager would be calling me.

The local Enterprise Manager, Jeremy **, called tonight and apologized for any inconvenience. He acknowledged that the automobile had not been properly inspected upon pickup and they will not be pursuing me for any damages. He will also be discussing proper inspection of their vehicles with their management team.

Every service organization can make mistakes. The way they handle the mistakes is what determines whether you can trust them in the future. I feel they handled the matter in a completely professional manner and they have restored my confidence in renting from this Enterprise office.

Original Review: Oct. 15, 2013

Something to watch for at Enterprise Car Rental in Christiansburg, VA. The people who check you back in are FAR more thorough than the people who check you out with the car. During checkout, the car gets a quick once over by the staff and you may not realize that you need to check the car with them and take pictures if necessary to determine if there is any damage. When you bring the car back in, they scrutinize the car very, very carefully like their jobs depended on it.

Our insurance company rented a car for us at Enterprise Rent-A-Car in Christiansburg. We picked up the car on October 1st. It was a 2013 Mazda3 and we picked it up out of several cars that were parked in close quarters in a garage and went back to the office to sign the necessary papers. This was our first mistake. A young fellow named Joe brought my wife the rental agreement and mentioned that the car had slight damage on one door panel. He handed her the paperwork and indicated where she should sign to accept the car condition and fuel level. She signed the rental agreement while I watched. That was our second mistake.

When I rent from big city car rental agencies, I have learned from bitter experience that you must go over the car with a fine-toothed comb BEFORE signing anything and you must mark clearly every scratch and ding on the vehicle because the paperwork will rarely show all of the current damage and dings which are a fact of life in the big city. I did not expect to have that problem with Enterprise in Christiansburg because the staff I met the first day were absolutely charming. Little did we know...

We returned the car in ten days after having used it for 2 trips to Roanoke and several to downtown Floyd. The car was great to drive and was quiet on the road. We turned the keys in and a young lady went out and checked the car and asked us why we didn't report the damage to the car. We looked at each other and said, "What damage?" We had experienced no damage and had seen no damage. She pointed to a space on the agreement where she said we had agreed to the condition of the vehicle and she said, "Didn't you walk around the vehicle when Joe inspected it?"

We hadn't because no one suggested it and we did not think we needed to do it. I took out my camera and went looking for the damaged area that the check-in girl had spotted so quickly. I had to squat down to see the damage which looked almost looked like a puncture from a sharpish object. Not only was the damage hard to spot, but it appeared as though it had been there for some time. The check-in girl was adamant that we should have walked around the car with the guy doing the checkout and she obviously did not believe us when we said we hit nothing and had no accidents. The damage on the underside of the front edge of the car would have made enough sound that we would have heard it and gotten out to see what happened.

Our insurance company will get involved and will handle it efficiently as usual but we will try to avoid Enterprise in Christiansburg in the future. If you rent from Enterprise, check the car for damage before you sign. Perhaps you should even take pictures with your cell phone. If we had done so, we might have caught this before renting the car. I had to squat down on the pavement to see the damage.

There are so many complaints about their bogus repair claims and bad business practices that I felt it was important to add my story to the thousands of others in order to encourage a boycott of Enterprise Car Rental. What a scam they are running!!!! Eventually, they will run out of people to rent to because most will know how badly they treat their customers. This is not about the money; it’s about the principle, about the unethical scamming of innocent consumers in order to put extra money in their pockets. To anyone reading this, if you have any complaints against Enterprise Car Rental, I strongly suggest you also register your complaint with the Federal Trade Commission, Better Business Bureau, and report it to your local TV station help line.

If we pull together, we will certainly stop these bad and abusive business practices. And don't stop there. File your complaint on every internet complaint board you can find. Join me in this fight against abuse to those that have been, currently are, and in the future may become victims of the Enterprise Car Rental "False Claims Scams".

But after three weeks of renting their car, they called and wanted the car back! I spent 900 dollars at Enterprise and they wanted their car so I was forced to go to Hertz Rental Car in Santa Monica, 14th and Santa Monica Blvd which is about 3 miles from Enterprise (Santa Monica) and they would NOT give me a ride to Hertz! They gladly accepted 900 dollars from me, took my transportation, no longer wanted my business and then would not drive me to Hertz, saying they only pick up and drop off within a mile radius! They did offer to call me a cab! Another customer at Enterprise drove me to Hertz! UNBELIEVABLE. Never ever will I rent from Enterprise again. Terrible customer service and it's a lie about drop off and pick up. CON ARTISTS!! Oh and... they suggested I go buy a car from their Enterprise Car Sales.... that's a whole other story, another CON GAME. I wish the State Attorney General would look into this scheme of trickery and deceit!

I called Enterprise a few days later to explain that my boss was quite upset that even though he had a reservation.... the counter was shut down. Their answer was "Our contract with the airport is that they can leave when the last plane gets in." Does that sound like an answer of a company who cares about customer service? She checked... the reservation was in their system. Why wouldn't they wait? I was told that someone would be there... Their phone MESSAGE says they are there till midnight.

So beware if you come in on a plane close to Enterprise's closing time. "Because their contract with the airport is that they can leave when the last plane gets in." What about the verbal contract with the person who reserved the car??? Or your phone message that says you are open till midnight!! Enterprise.. you failed with customer service this time!!!

So I go out and take a look for myself along with another person and to my surprise the back seat had nothing in it. The car was nasty. It look like whoever had it before me went mudding and they done a rinse on it under the wheels. It was so thick and the car was dirty inside, look like Cheetos on the back seat belts and he wants to assume that I smoked in the vehicle and dispute me and two more people in front of other customers. No that didn't fly too well with me. I was not in the wrong when I paid that 2500. I didn't have the money to give. It was bill money but I needed a car to get to my doctor 3 days a week so I knew and I am old enough to go by the rules but to be told that I was smoking and I wasn't...

Now I am waiting on my deposit... He needs to change his accusations toward people and quit assuming especially to customers. I did not ask to be rear ended, believe me....

So I ask...do you have security cameras in that lot? NO. So how we know the damage didn't occur between the time I dropped it off and the morning your guy got there? It's my word against yours. How come nobody contacted me? Why did I have to call you 4 days later to find this out? "Well the guy who looked at it isn't in until Monday...and I tried to call them but no one is getting back to me." So what about my $200 deposit? "Everything is on hold and we may have to collect more if..." No, no you're not because I didn't damage the car. You need to find somebody to get me pictures and get back to me NOW. The manager on duty said she would get the pictures to my email. I got NOTHING. Enterprise is pulling a scam here guys. Buyer beware.

After an hour and 15 minutes, I finally called the Memphis police dept and they had to guide me back to the airport & return terminal. I got to the rental return with 35 minutes till take off and then had to walk/run 1 mile. After returning home, I tried to reach Enterprise to see about a refund for JUST the GPS.... For 10 days, I called, either got no answer or was put on hold and forgotten. I finally called Enterprise back and pushed a different (#) and got some gal that said, "Yea, well what do you want me to do about it?!!!!" Are you kidding me? Have you ever heard of customer service? My husband and I travel 3 weeks out the month, and we will NEVER ever rent from Enterprise again. This company could not care less about their customers after they have run your credit card. Ridiculous customer service, to put it nicely.

I told him he helped me out a few times prior. He even gave me a card to get a free rental months ago because he didn't want me to complain to my employer and the corporate office about his rudeness. As we were standing there looking stupid, he kept telling her she needed two of the three items. I got pissed off because I gave referrals out on this corporation. He wasted our time. As we were leaving due to his behavior, he walked behind me and asked me why I wanted to complain. I told him because I was upset he refused to give your email, then he finally did and I was embarrassed and pissed all over. With this being sad, I am going to forward my complaint, about him harassing my daughter over items she had. This is nonsense. Really.

When I had mentioned this to the renting agent, John, he had said, "No problem, I'll give you a free car wash drive through voucher and you can just drive through it." This was another thing that I will never do ever. Wash one of their cars for them? What if the wash damages the car? Just prior to taking the car and on inspection, I asked him to mark on the rental agreement these dings and scratches. He would not and had said, "Oh, don't you worry. We don't count this as any damages and just normal wear and tear." This was another mistake. And, I should have taken several photos with my iPhone, or refused the taking this car. I had this car exactly two days. Upon return, the same agent John does the walk around. He comes back inside their offices and wants to confer with his asst. manager Carola about roof damage.

When I hear this, my hair started to raise up on the back of my neck and I could just feel my "blood boil".

I knew I didn't feel I had much proof against their frivolous allegations here. I did, however, go back outside to examine the car's roof. They (John) had stated that there were hail damages. I had told them that, "I'm sorry, I don't see what you're talking about at all." And, who normally looks at the roof of a rental car anyway when you rent one? I'm fuming. Enterprise still keeps "poking the needle in my eye", almost 45 days later that I'm being held responsible for these damages. A .pdf file was e-mailed to me from their area manager in NY with colored photos I had asked for and $700 in damage repairs. And, that a bill is forthcoming. NEVER, NEVER AGAIN. I am done with these crooks, Enterprise. I won't rent from them again.

My 30 year old son who happens to temporarily live with me due to circumstances, he did business with Enterprise Car Rental. Unfortunately, he fell on bad terms with the company due to his alleged un-responsible actions. I was told by Enterprise that my son had kept the car too long on occasions and that he also owed them money. While voluntarily telling me all my son's business, they then proceeded to request that I make the payment for him (as if he was a 10 year old kid).

I refused and they further explained that they would not be able to rent a car to me (even though I'd been an excellent customer with them) due to the fact, that I stayed at the same address as my son and anyone else at that (our) address would no longer qualify to rent cars from their company (Enterprise). The associate also loudly blurted out that the address had been "black listed" and made a "DNR" which means Do Not Rent.

I called the corporate office in which the lady there confirmed that this was their policy and the Enterprise associates in my area were quoting accurate information based on their policy. It did no good to state how pre-judged and unfair that seem as she too, were just following Enterprise's policy. By the way, I called several people on their management team, left messages in which one guy was out of town and his referred assistants or contacts did not return my messages left on their answering devices.

I am still finding this hard to believe that other house hold members are actually punished, black-listed and considered what I was told by the Enterprise associate...On the "DNR" Do Not Rent List due to the actions of another. Needless, to say I was able to rent a car at Hertz with welcoming and "happy arms". It was my first experience with Hertz and I can say it was beautiful after the gruesome, embarrassing and disappointing experience felt, as a result of Enterprise's enforced Policy.

In closing, I hope Enterprise policy writer(s) revised or re-consider the due consequences for this clause in policy. Personally. I am forced to take my business elsewhere and I do intend to continue to share this experience with others. As a result, hopefully I will gain emotional momentum, satisfaction and closure from it all. There are simply too many ethical rental services that will appreciate good customers and not penalize them due to the action of others.

When I returned the vehicle on 4 Aug 2013, I found it slightly odd at how quickly the attendant discovered the damage in question. He said that the car had been scratched and painted over. I informed him that I did not know anything about it and therefore did not accept responsibility for the damage. He required me to sign a form. The attendant assured me the form was not an admission of guilt, but merely a formality. I signed the form.

On 23 Aug 2013, I received a bill in the mail for $806.52. <--This is absolutely ridiculous! I am not the type of person to cause damage to a car and then try to cover it up. Plus, there are up to 100+ witnesses who can vouch that I did not damage the car, nor did I have the time to cover it up. After reading other consumer reviews, I have discovered that very similar occurrences have happened all around the U.S. I am now convinced that I have been scammed. Enterprise claimed that they did an investigation and they believe that I am responsible for the damages. This is ludicrous because the car was not damaged while in my possession; it was definitely damaged prior to my rental. If it was that easy for the Enterprise attendant to see the covered damaged, it should have been that easy for them to spot it prior to my renting it. Knowing this, there can only be 1 of 2 conclusions: Enterprise is conducting a scam; or their employees are not properly documenting information. Either way, Enterprise Rent-A-Car is not executing honest business practices. Renters beware!

The car turned out not to be the car I specifically ordered but a "comparable substitute" which made it very difficult to fit all our bags since the car was smaller. My experience with Enterprise was not good and I feel Enterprise needs to focus on improving their systems to speed you through the "Pick up your car" process. We don't care about friendly smiles, small talk and excuses for long waits. We just want to pick up the car we ordered and go. No human interchange would be perfect.

Two weeks later, my mechanic needs more time to fix my vehicle. He said that he would deal with the insurance company so I could continue with the rental. I continued with this rental for 27 days. A week after I returned the rental, my credit card was billed $450! I called Justin at Enterprise. He suggested I contact my mechanic and that there was paperwork on his end that needed to be submitted. I called the insurance company who said that while they were sorry that there was nothing on their end that they could or had to do. I called Justin again. Assuming he had caller ID, Justin hung up on me! I called a second time. This time I asked to speak with a manager. Justin said that he was the manager. I asked if there was someone above him and he said that there was a district manager. I left my name and asked for a call back.

I then got on the phone with Enterprise customer service line where I was put on hold or connected to a different person, each customer service representative not helpful at all. I finally got on the line with an intern named Colleen who was busy with a customer and would have to return my call. Colleen did call back and finally gave me the name of the district manager. I left the district manager, Aimee, an irate message (at this point I was over infuriated). Aimee called the next day. We spoke of my incidents. Aimee was not sympathetic of the inconveniences and never once apologized. She used the same "just use words" approach as Justin. I was more confused about why I was being charged $450 than before. At this point, it is still unclear as to why. Aimee had said that she would get back to me in 24 hours. Aimee did not call back in 24 hours. She called four days later. Aimee offered to decrease the bill to an even $300.

I checked my credit card account the next day and there was not a credit. I have checked for the last 5 days since our phone call and my credit card is still not credited!! Mind you, my car was in an accident the beginning of April and the rental was rented in the beginning of July and returned the end of July. It is now August 27th! Something is radically wrong with this picture - hence the worst possible customer service ever subject. I can not believe I was going to settle so they could illegitimately make $300 off of me with still no legitimate explanation! All this for an accident that was not my fault. My credit card is incurring interest because of this false, coerced, bogus charge! My Enterprise experience has been disastrous and I would have rather rented from Budget!

Now he is harassing me saying that he needs my help financially and since I cashed that check I can help him out. I will never get rid of him now. All this because an Enterprise employee couldn't follow basic privacy practices. I understand making a mistake once, but after I already requested once that they don't speak with anyone but me? How disrespectful and unprofessional!? How on this earth is it okay for Enterprise staff to give personal, confidential information to just anyone who calls with someones name and claims they are calling on their behalf? This person definitely didn't have any further information to "prove" he even knows me (such as my license number, my date of birth, address, etc). What if I had a restraining order against him and they still shared my personal information? Or if something like this could have potentially caused harm to someone? I am truly upset.

I don't understand how you work for a company that deals with people's personal information and aren't properly trained to respect your customers' privacy. It's disgusting, really. I work in the Healthcare field and, though our standards for privacy are much more strict, it's the same basic principal. All I wish is that the employee simply said "I'm sorry we can't speak with anyone but Shannon about her account with us." It's safe to say that even though I had a good rental experience, I will never, ever deal with Enterprise again. And that's a shame because they are within walking distance to me and my mechanic.

I then called back at 545 pm and told Jason to keep the car, I’ll take a taxi because they closed at 6pm. He was rude and did not make any logical explanation on why he just left me there. He did not tell me what happened to my Pick up at 5pm... I said “If you were going to leave me here for a long time I really wish you would have called me and let me know.” No response. He just hung up. Great customer service. Yeah right!!! It’s worth it to go to the airport next time and use someone else.

When I called to speak to one of their representatives, she told me someone in upper management would be contacting me. Instead, four days later I received a bill in the mail for the amount of $803.40. After visiting a surprisingly large number of complaint sites specifically set up to address the practices of Enterprise, I am convinced that I am one of many subjected to a scam that is being perpetuated nationwide. Moreover, the majority of the complaints such as mine were from customers that had elected not to purchase Enterprise's insurance. Obviously they are trying to pawn someone else's damages off onto me and my insurance company. I am furious and fully prepared to retain an attorney to shed light on the shifty business ethics of Enterprise Car Rental.

When I took the car, it was far from being in new condition with marks all over the exterior of the car and heavy stains all over the interior. When I returned the car, the guy is trying to say there was damage to the rear bumper!!! I could not believe it as there was no heavy damage anywhere other than some tiny nicks which were present all over the place. I had to call the police. When the police arrived, the officer was more than a little confused as to what the guy was trying to do but ultimately there was little he could do. I will be hiring an attorney if I have to at this point. This is absolute criminal behavior. Do not under any circumstances ever do business with Enterprise Rent-A-Car!

Your sales agent kept bragging that Enterprise is been in business for over 30 years, and I told him I have been around longer. Is it enterprise policy to give your customers filthy and damaged goods? I believe that Enterprise Car Company preys on consumers to pay for filthy and damaged vehicles, this is the 1st time I took photos of both of these vehicles. We are seniors and we travel a lot and do rent cars in Nevada and Louisiana at least 3 times a year. But you may not care about customers and complaints you better because you been in business for 30 years customers can make you lose business, I’m sorry to tell you all of this you guys need to step it up car soap don’t cost that much and vehicles should be presentable, and be car rental company and not a rent wreck car rental!!!!!

There is no damage to the roof of the car. I pointed this out to which he said that they were trained to see these things. I again argued with him and said there was no damage but he insisted that there was and proceeded to go to the office to file a claim. He would not release my debit card before he got a $500 damage deposit. I told him I would never again rent a car from Enterprise and would let my company know of this incident as we rent a lot of cars over the year. He said he was sorry I felt that way but this was "policy".

Our company insurance will be fighting this claim as again, per the pictures I took of the roof, there is no visible damage. As a complaint said in an earlier posting, the manager told me they would have to investigate this damage to see if it was there before or not and possibly would credit me back the $500. Those needing to rent a car... I have been renting cars off and on for the past 9 years. I have heard horror stories like this happening to others and it finally happened to me. No more renting from Enterprise from me.

I made a reservation on their website for an early pick up because of family coming in from out of town. Nothing came up on their site saying there would be a timing problem!! I made the reservation 9 am in the morning (the earliest??). When I called, and called, and called, and called..... I decided to call another location to see what was going on in Union City. I found out they don't open until 10 am. I had family waiting at the airport for 3 1/2 hours after I finally got there at 10:30. Because I couldn't pay w/ my debit card, I had to pay a premium price elsewhere because of no reservation. My parents who are in their 80s were really pissed and irritable.....weekend off to a very bad start......because of Enterprise!! Plus, there's a very limited selection of cars!!

Then on 8/12/13 I heard from the Area Rental Manager. He told me he would refund me due to the poor walk around and no explanation of the Damage Evaluator. He also said he would send an e-mail to the Damage Group asking them not to contact or to pursue the damage on the claim. I am going to upgrade the star because overall the ones who checked me in and picked me up were really nice.

When I called worried about having to keep it longer they explained state law about the insurance company having to cover me longer. As far as checking back in and getting a damage letter, those I am still not happy with. I have to say I would still be a little nervous about renting again.

Original Review: July 30, 2013

I rented the vehicle with a small nick on the passenger side. While driving it I received a small nick on the drivers side way down by the windshield wipers. It was not in my vision. When I returned the vehicle yesterday I was told I had to pay for a new windshield at a cost of $184.21. I find this bad policy to not try and fix it for maybe $30 or $40. I will not rent again from them because of this.

They had me file a missing vehicle report on the car and report a claim to my insurance company. Little did I know that the whole time I was dealing with the insurance claim, I was also being charged per day on the vehicle. I thought it was stupid that Enterprise wanted me to file a claim on a car that was just sitting there, undamaged. So two weeks later, I went back and found the car still there in the parking garage, notified Enterprise, and they had someone tow it to the DC location. However, I had to pay to get the car out of the garage, towing, rental charges for each day of the two weeks, and also for two sets of the spare keys. The manager was supposed to have sent the keys back to DC, but never did. I tried to get customer service and the managers to come to some agreement on coming down what they were charging. I work in a collection law firm and I know companies settle files all the time. The Enterprise managers were cold, unfriendly, and unsympathetic and would not work with me at all. Needless to say, I would NEVER use Enterprise again.

I was getting ready to leave when I remembered that I technically have full coverage since I am covered on my parents' vehicles. I went back in and told him this. He seriously had to call my insurance company and make sure because he didn't trust me. Next, I hand him my debit card to pay. He freaks out again saying that they only take major credit cards. I've never had my card rejected as not being a credit card. He then puts himself on the line by accepting my debit card because he wanted my business. Duh. Overall, he treated me like a child and an idiot. He obviously didn't want to rent to me because I was under 25. I was paying for the under 25 and for full coverage insurance. He should be happy and if he didn't want to rent to under 25’s, he needs to find a new company to work for.

The car itself was a 2013 Toyota Camry. It was a very nice car with great MPG (you go Toyota!), but it was very dirty. The man who I assumed was probably in charge of cleaning the cars was in the building drawing when I arrived. I found hair ties, batteries, maps, and sunglasses in this poorly cleaned car. Luckily, when I returned it, the electricity was out and I didn't have to interact with the man that gave me so much trouble. However, I couldn't get me a receipt at that time to see what he may or may not have charged me for. I'm never renting from Enterprise again. They lost my business with this rude man.

I believe that Enterprise would like to have the business from these Mexico trips. There are 5-7 people that rent from the company I work for. We have an account with Avis that has no issues renting to us with the Mexico insurance. Also, the other part that I am dissatisfied with is the way that Enterprise moves their employees from location to location very often. It is hard to create a relationship. Maybe they do not trust their employees and this is how they deal with it.

I am 6 months pregnant and have tolerated enough rude behavior from Enterprise. The last thing I need is for my blood pressure to rise. So I have informed my insurance company and they said they will defend me. But since I was threatened to be sent to collection if nobody paid for the damages, I am looking for an attorney to handle this matter and protect me from fraudulent charges and over billing.

The boyfriend called my daughter who was with me. (The boyfriend did get the paperwork back.) I called the asst. manager and asked what was going on. He insisted that the boyfriend was not an authorized driver. After going back and forth with him repeatedly, I told him who in the office handled the transaction and made the copy of the boyfriend's license. The asst. manager suddenly dropped the subject. I then asked the asst. manager about the dent. I told him the boyfriend sent a picture of the car door to me and there was no dent. He kept insisting there was and I was going to pay to have it repaired. I told him when the car was rented, the car had dents and peeling paint all over the back bumper.

He told me those dents had nothing to do with our conversation. I said if another customer returned that car with those dents and "insurance paid" to have them repaired, where did that insurance money go? Because it certainly didn't go to repair the dents. He then told me my daughter put the dents in the bumper, that he was going to take the car to the body shop, have EVERYTHING on the car repaired and put all the repairs on my credit card. My daughter then took the phone from me and told the asst. manager more info about the car rental. The asst. manager hung up on her. She called back and he hung up again. I have spoken with several people with the company and was told my first step in resolving this problem is through THAT OFFICE.

I have called and asked when the manager will be in. I will call back to talk with him. After the conversation with the asst. manager, I called my credit card company and told them what happened. The customer service rep at the CC co burst out laughing and said there was no way that little guy could make repairs to the car and put it on my credit card. She also told me as one of the benefits of my card, I had car rental insurance. I didn't even know that! Even though I know I won't have to pay a penny on the car, I will be talking with the manager of that Enterprise office tomorrow. This office is at 1608 Hillhurst Ave. in Los Angeles. The asst. manager is a rude, crude, belligerent, little bully want-to-be who needs an attitude adjustment.

Original Review: June 19, 2013

Recent business requirements have meant frequent trips in and out of the Newark Airport, and Enterprise had been the rental car firm of my choice. When the vehicle in question was checked out, it was at night, and the Enterprise representative noted that the review, less than two minutes in length, was a "mere formality", and that any damage incurred would have to be larger than the size of a quarter to be relevant. Upon returning the vehicle, another representative spent a good fifteen minutes fine combing the vehicle, and decided that there was now visible damage, multiple small dents that "might have been caused by hail" to the roof of the car. I had difficulty seeing the damage she referenced and disputed her observations. She replied that I would have to take that up with the damage assessment group.

There is no damage visible in the photographs sent by Enterprise in response to my complaint, and none would have been visible at the time the vehicle was checked out, particularly given that neither I nor the representative specifically stepped up to examine the roof in the dark with flashlight. While the vehicle was in my possession, it was not exposed to heavy weather, either was there any damage, or it existed on the vehicle prior to my rental. Repeated attempts to reach Enterprise by phone and messages left on voicemail to discuss this claim and how best to dispute the claim have been unsuccessful. Repeated requests for a copy of the original, signed contract, not a computer generated receipt, have also been unsuccessful. The claim is fraud, the customer service is awful, and the corporate response is boilerplate. Enterprise and its National and Alamo affiliates will never see another nickel of my personal funds or any business from my corporation or its employees.

I received a call at 5:45PM (15 minutes before they close) and they said, "We are sorry. We do not have any cars." How on earth can a car rental company lead someone on when they made a reservation and then tell them at 15 minutes before closing time that "sorry we do not have any cars available"? This left me stranded with no options or alternatives! This is clearly an indication of poor management. This company should be ashamed of its business practices.

I have perused the complaints on this site and see that I am not the only one who has had this experience. This is simply a scam. They are hoping that we just turn it over to an accountant and let them work it out. We are not going to do that. I hope you don't either if this ever happens to you.

I DID NOT damage the car and refuse to pay for something I did not do. The collection agency (Greentree & Associates of California) put derogatory comments against my credit rating. It has caused me considerable amount of financial problems including not being able to refinance my home at the historically low rates of today. Now I received another letter telling me that now the amount has gone over $1,000 due to interest charges. I refuse to pay for these damages since I certainly did not wreck their car. Please take the time to look into this matter. If you need additional information, I am sure I can provide it for you. But I have submitted paperwork to Demetrice **. Thank you for your time.

The next day, my bank still showed that they have charged me twice for the same thing. Therefore, I called again and this time, the person who attended to me called his supervisor that told me that there's no record of two transactions in his computer, only the second one. I waited 3 days to see if my account would show the cancellation of the transaction and the debit is still there. Therefore, I do not know to whom I can complain to have my money back.

One employee told a phone caller that he had to hang up because of the line but then never addressed the customers in line, instead kept typing on the computer without acknowledging any one. The lady at check in had no idea what a "porter" was and made no offer to assist. I asked her to call the other branch to advise of my drop off, and she did not call. I tried calling the airport branch for 1 hour, 3 different times and no one answered the phone. The branch I dropped the rental at also tried to call, but no one answered their call. That is unacceptable! My employer uses Enterprise on a regular basis. This will be the last time I use the Airport location and may opt to use another company in the future.

This weekend I had the most awful car rental experience of my life. Enterprise Rent-a-car has lost my business forever. If I am stuck in the Sahara Desert at 2 p.m. in August and the closest business is 400 miles away and it is Enterprise, I will walk past without thinking about renting from them. Enterprise could send me a voucher for a free year of car rentals and I would proceed to shred the voucher immediately and then set the scanner on fire.

I reserved a pickup truck on May 7, 2013. They never called me to confirm the reservation. I had to call them to ensure there would be a truck available because I had no use for a car - it had to be a truck. They confirmed they had a big pickup truck that was being reserved for me and everything seemed fine. Then it came time to pick up the truck. I took the streetcar to Enterprise and then proceeded to what should have been a very easy process. I got there at 8:30 and there was no one else in the building.

As I was checking out the truck, it became evident this was going to be my most horrible experience in a very long time. First, they claimed I could not use a debit card (with Visa logo) to pay the fees and security deposit with a debit card. This despite the fact there was a big sign right next to my elbow that stated the $250.00 deposit for using a debit card instead of a credit card. I am a businessman that accepts credit cards. There is no difference between the two. I process transactions with a debit card as a credit card transaction all the time.

Luckily a friend was waiting outside and he had an actual credit card that was satisfactory to the Lords of Enterprise. It then became evident why they wanted a credit card. I now had to pay an additional $10.00 per day to list my friend as an additional driver even though we did not want to list him as a driver. It had to be listed as an additional driver even though I was only renting the vehicle for one day and I was the only person who would be using the vehicle. They then demanded a $250.00 security deposit - the one that applies to the debit card, which is not really usable as a credit card. This was only a hold on his credit card and he would not be charged until the vehicle was returned. All was supposed to be fine. In fact, once I returned my vehicle, my debit card would have magically transformed into a real credit card and I would be able to pay for the rental with my debit card and release any payment hold on my friend's debit card. Awesome!

It literally took 30 minutes to complete a transaction that should have taken 5 minutes. Then it was time to drive to Abbeville to pick up some grass fed cow for me and a bunch of friends. The drive there was perfect and the farm was beautiful.

As I started the drive back to New Orleans, I realized I would not be there before 4 p.m. They close at 4 p.m. so I called at about 1 p.m. to see whether anyone would be willing to stay until 4:30 to let me return the vehicle. I suspected I would be there at 4:10 but I did not want to make any promises. Enterprise simply refused because "what if you do not really show up." I was livid. Yes, they close at 4 p.m. and it is within their rights to refuse to stay open until 4:01 but it makes good business sense when someone indicates they will likely need to rent a pickup at least 2 times per year - you would think they might be a little accommodating and be willing to stay to get their truck back and if I was not there by 4:30 then it would just be my problem. It is evident why they did not want to wait because that meant more money because I would have to pay for an extra day because they are not open on Sunday!

I brought the vehicle back early on Monday morning (5/20/2013). Again, what should have taken 5 minutes again took 30. The employees at Enterprise knew I was going to Abbeville to pick up a cow so I suspect someone like me is hard to forget. As we were inspecting the vehicle, the employee stated in the most condescending tone imaginable, "This truck is not going to smell like dead cow, is it?" I know what condescending is as I think I am a little bit of an expert on the issue. He was not joking or being awkwardly cordial. I think he actually thought I was stupid enough to put 10 ice chests full of cow meat in the cab. I was in no mood to be treated like that so I said nothing before things really escalated. However, I was ready to say something like "Yea, I rented a big truck so I could put 500 pounds of dead cow meat in the cab with me." Actually I should have said that.

Sure enough what should have cost me $80 ended up costing me $202.00 after the extra fees for the "Extra driver”, for the extra day when they refused to wait at the most 30 minutes, etc. I hope you guys enjoyed that $202.00. You are never getting another nickel from me.

My daughter accidentally left her cell phone in the rental car (she's 11). When I called to see if it was in there, they denied finding the phone. I sent my daughter's father up there to look because at this point, I don't trust them at all. The branch manager, the one I turned the car into, had the phone in his pocket! If you know who just turned in the car, an honest person would have called and told me, not a thief! This is a horrible experience and Enterprise should permanently have to shut down. I rather ride a bike! This all took place in Dallas, TX off McKinney Ave.

I received the first call at 8:04pm stating it would be up to 130 minutes to when the car would be here. The second call came at 9:45 stating 20 minutes. Almost here, I thought. Then at 10:26, 41 minutes later, I get a third call stating it will be another 110 minutes. I called and they said the tow truck went to Rockford Airport to get a car and they were closed, and now has to go to O'Hare. This sucks! They have to know when the locations are open and not! This morning, I talked to Jeff, the branch manager, and he said he would take care of the charges for the day’s rental. He should have. We didn't even get it out of town. The car was defective. Then he wanted to turn around and charge me for an additional day because I could not get the vehicle back before 24 hours from the original rental. Their car delayed my trip.

I waited all night for a car that finally showed up at 12:30 and I had to go back this morning to exchange it for a car I wanted. And they want to charge me for a day's rent? Where is the customer service in this? If my daughter would have been in the vehicle, they would have a much bigger problem on their hands. I'm not asking for much, but I do feel they should comp the rental for today and give me a free rental in the near future for my time and inconvenience. I even had a chance to talk to the area manager and he stated the same book answers and offered no help. If I wanted a car, I would have to pay for it, no apology for the inconvenience, nothing. Neither person was willing to help or offer any type of solution.

As we were doing the final paperwork, the assistant manager told me that I was required to put down a $300.00 deposit. I said why would they ask a Plus member to pay a $300.00 deposit. I own my own car, have insurance, and after providing all of the other information, they want a $300.00 deposit. No way.

One hour after leaving there, a good friend comes by my house and tells me that she just rented a car from Enterprise rental. She is unemployed, is not a Plus member, nor did she have to show a utility bill. She simply pays for the car when she returns the vehicle. She used her debit card and drove off with a rental vehicle. Now, what kind of place would put a customer that is a member through all that and then try to screw them out of $300.00 for deposit? Needless to say, Enterprise lost a good customer by trying to take advantage of me. I will never recommend anyone to rent a car from them again. It's a joke how they treat people who supported them.