Enterprise Rent-A-Car Reviews

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Original Review: Feb. 21, 2016

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

I called this morning and spoke to Andrew who acted like he had absolutely no knowledge or recollection of me giving him a $200 cash deposit as it was their policy not to accept cash. Clearly Andrew had a well thought out plan preying on me as I am an elderly woman. But I had my grandson with me who witnessed the transaction. I called the customer service number trying to speak to Chula Vista district manager but all they did was take my information and told me I'd receive a callback. I received a call from the district manager stating he also has no records of the cash deposit and all he could do was look at the facts. The fact is, this agent took my $200 cash deposit with a hidden agenda. He may think he's in the clear but I intend to take this matter to court if necessary, I will in no way allow a company employ an individual capable of such criminal type behavior and this agent not be held accountable for his actions.

I called in 33 days after first renting after a co-worker told me that's what they had to do last year. When I called, the agent told me I had to drive all the way back to the airport for them to check the vehicle (a 45-55 minute drive each way). When I told them my co-worker mentioned they could just take the mileage over the phone and renew the contract that way the rep said that would be fine. That wasn't an option at the start of the conversation, however.

Two of my other co-workers did the dutiful thing and actually drove their vehicles back to the vendor on the first 30 day check-in. When I told them of the over the phone option, they were very upset over their wasted time. We're all working out of town for an extended assignment. That minor detail had a real opportunity cost. Not only did they spend 2 hrs+ of their personal time plus gas, those 2 hours could have been spent on our busy project or just decompressing from the strains of our busy project.

I always have a bad taste in my mouth when I rent with Enterprise. I've used them 4 times in the last 2 years (3 times for work) and each time I feel like I'm being sold or oversold on options, benefits, etc. I feel like they always have less in stock than advertised and that I'm made to feel like I'm lucky to get a car from them. Their staff is usually friendly, but that's about it. When I rented for personal use about 6 months ago I literally called 5 locations in the area to find a car. I guess they also have the "we'll pick you up" option from their merge with National. That's not what they advertise either. I couldn't arrange a ride even by pushing back my pick-up date and had to take a taxi that time. The few dollars I might save by going with them really gets eaten up by all the extra stuff. Not a fan.

I have read stories from others and they sound completely made up. I honestly have never had a money mix up and I read my contract. This branch manager also gives me discounts every now and then for being so frequent. She waives my deposit on my debit card (which is because you're using a debit card, NOT a credit check) so I don't have to wait for it to be returned to me. This branch screams professionalism and I recommend them 100%.

My checking account was zapped for $324.00 from my checking account. I objected to the Assistant manager and she would not refund the money. She would split the cost with me. I refused because I knew we did not need their insurance since my insurance covers the rental. What a rip off, I did not accept their offer. I felt that if I accepted their offer I would be admitting guilt. I asked for the manager and the district manager. I was told they would be in around 10AM. I did not get a call so I called back after work and spoke to Brittany ** the manager. She argued over and over again telling me they would not refund any more than half.

The next day I received a call from Brandon **, the district manager. He to continue to tell me he would only give me half of the charges and in no way he would refund the full amount. Told him "the cost to rent the car is $43.00 and $34.00 for insurance when insurance is not needed". Can you imagine how many unsuspecting people get charged these fees. How outrageous and unethical. Shame on you Enterprise. I guess the $324.00 dollars is very important to you. What a small request. Just give me the money you took from me. You have lost a customer forever for $324.00. What shame.

When I got to the location, the young lady walked me to the car. She was filling something out and I mentioned about some scratches on the hood of the car & she said "OK". She continued to walk around the car & showed me where the spare tire & jack was. She then asked me to look at the front & rear glass and check for cracks. I did and no cracks were found. I then verified the fuel amount in the vehicle. While I was sitting in the car, she asked me to initial a few spots on the contact. I did and she said "that's it, you are all done." I asked her if I should return the car to this location or to the location on Frontage Road. She told me to take the car back to the Frontage Road location.

When I returned the car, the salesman there asked me about the scratches on the hood. I informed him that they were there when I picked up the car and that I mentioned it to the young lady there. He then told me that "there's nothing on the rental agreement that says anything about the scratches." I told him that I did tell her about the scratches and she said "OK". He said that he will have to look at the vehicle history and talk to the agent that rented me the car. At that point I knew I was screwed. He contacted me the next day saying that nothing was found on the history report and the agent that gave me the car didn't remember anything about the scratches.

Big surprise there. Nevertheless, they ended up charging my credit card $150.00 for damage to the car that was there before I picked the car up. It's really not about the money they charged me. I'm just feeling that I'm being taken advantage of. And I hate that I'm paying for something that's clearly not my fault. I have been a loyal customer of Enterprise for a very long time. They WERE the only rental car company that I would use and recommend. Now I have the feeling that they can't be trusted anymore and I will never rent from them again nor will I continue to recommend them to family, friends, company or anyone.

When I contacted Customer Service, they throw me from one Customer Service representative to another one (5 representatives so far) and none of them brought a solution. They are just trying to delay it and struggling hard to make me, as a customer, give up. I'll never give up and I'm planning to bring a lawsuit to this case. I've been lied and my money has been 'seized' without an explanation. This's seriously unacceptable and please do not use Enterprise Rent A Car not to be a scamming victim like me! If I had read this board before I rented that car, I wouldn't have been cheated so bad.

I would certainly not recommend this rental car company to my worst enemy, if I had one. A total disgrace and outright incompetence and possible litigant if something happens to myself or a family members due to this unsafe vehicle! What a shame that this corporation has stooped to this level of service and arrogance. A proper response would be to resolve this issue with an immediate replacement at my home and an apology. We will see. I just hung up the phone after waiting on the line with them for roadside assistance. I called the call center which I was misled to believe it was the corporate office with no recourse.

We got into the vehicle and proceeded to back up. We ended up hitting a pole that was directly behind us putting a baseball size dent in the center of the bumper. The rep was standing close by and noticed the incident. He came over to us and said not to worry about this that it was covered. My wife and I took the vehicle home and parked it awaiting for the call to get the new tags. Four days later my insurance agent called and asked how things were going. I told her that I have not been able to drive the vehicle due to the tags being expired.

She called Enterprise and within a few hours, I received a call stating how sorry they were and that someone would be by to put the new tags on the vehicle. A few hours later I received a call stating that they were in my driveway to put the new tags on. I was not there so I told them to go ahead and put them on but the person did not have a spare key for the vehicle. I cut my lunch short and rushed over to open the vehicle for him. He replaced the tags and left.

When it was time to turn the vehicle in, I drove it to the place where I picked it up. When I gave the manager my name, her response was, "Oh yea, you're the one that hit the pole". She then proceeded to tell me that she would fill out an accident report and I could either contact my insurance company or pay for it out of pocket. When I told her that the rep told me it was covered she became very rude. She stated that I opted out of the extra coverage. I told her there was no extra coverage offered. Her reply was, "Our reps get paid to sell the extra coverage and he has been with the company for a while". Again, I told her that he did not offer me any extra coverage. Her reply was, "Well, you initialed these boxes".

Anyway, I asked her about compensation for not being able to drive the vehicle for four days. Rudely she said, "That has already been worked out with your insurance company". I asked her what/how was that worked out. She stated that my insurance company was reimbursed 1 day of rental. I asked her why it was only 1 day and how does that compensate me. Still being rude and short with me she states that I need to get with my insurance company. I walked out on that note.

The next day I contacted my insurance adjuster and told her the situation. She told me she would look into this and get back to me. Several hours later she contacted me and stated yes they did receive 1-day compensation. When I asked her why just 1 day, she replied because the manager at Enterprise stated that I had been driving the vehicle the whole time. Enterprise said they calculated the mileage on the vehicle and there was way too many miles on it for it to have been parked for 4 days. They also stated that I was in the vehicle when the person came to put the tags on the vehicle. They lied to my insurance company as well as me. I lost all the way around on this ordeal. I had a rental that I couldn't use for 4 days plus I will have to pay for a dent that I was told was covered. This has been the worse experience ever. The manager of the Clute, Texas Enterprise Rent A Car is a unprofessional, rude and most of all a LIAR.

The entire experience with Enterprise was a disaster. The prepaid fuel is a rip off. You will pay for full tank whether you use it or not, which they don't tell you. You will be put on hold forever when you call the office. They will make you think you need supplemental insurance which you don't need if you have insurance. Don't pick up a car in the rain. They put so much wax on their cars that beads the rain up and you can't tell if there are any scratches or damage to the car.

This location doesn't have their own parking lot and is in a busy shopping center so they have no clue what goes on in the parking lot to their cars. Enterprise is saying I'm responsible for the bill whether I did it or not. No wonder rental car companies have bad reputations because they scam innocent people into paying for damages that they didn't do. I would rather be stranded at home without a car than rent from Enterprise ever again. They are all scam artists and look for any way they can trick you or cheat you out of money.

The rep that handled my initial transaction, Lindsay, suggested I purchase the extra coverage offered by Enterprise that would afford me $0 liability should the car incur any damage while in my possession. After she quoted me the price that would be debited from my bank card on a daily basis for the coverage, I told her I would like to go ahead and pay for 3 days. I opted for this since it was raining heavily and it was a very large SUV compared to my little Jaguar - sure that I should be more comfortable driving it by then and less risk of any accidents. She told me that was fine but that I would need to come back within the 3 days if I wanted to continue coverage to sign and give my card to be run again for an extension. I authorized the $1 and the $49.94 for the three days of coverage, and left.

Almost two weeks later I received a call from a male rep who acted aggressively demanding payment in full for the past two weeks that they maintained extended coverage, or to bring the car back immediately. I tried to explain that that was not the agreement Lindsay and I had discussed, but he didn't want to hear any of that. I got off the phone and called State Farm at which time they extended my rental for another day because my claim wouldn't be ready until then. I did just that and figured that rep would figure out sooner or later that he was wrong and drop it.

I learned sometime later when transactions I was attempting to make with my card kept getting declined, that on 11/24/15 Enterprise made an unauthorized debit from my checking account in the amount of $82.19. This caused other transactions to go into overdraft resulting in 3 overdraft fees at $36 each. I immediately contacted Suntrust and disputed the charge giving a statement that I had no idea what the charge was for, I had no knowledge of the debit until that time, and that I had, in no way, authorized such a transaction. I asked the Suntrust representative if I should cancel my debit card in case they tried charging my account again and I was assured that it was safe because Suntrust was now aware of the unauthorized transactions from that particular business and no more would be allowed to clear.

A couple of weeks later, after making some more deposits and attempting to use my card, I again started being declined at the point of sale. Figuring they must have gone ahead and cancelled my card after all. Busy with the Christmas, it wasnt until the 30th of December that I got around to going online thinking I was ordering another card. It was then I saw that my account was grossly overdrawn! I soon realized that not only had two more debits been made from Enterprise, but there were two more pending my already overdrawn account!

I called Suntrust again and was told there wasnt anything they could do until the payments cleared! Enterprise had made unauthorized debits against my checking account without my knowledge, or consent again! On 12/08/16 in the amount of $20.00, again on the very same day 12/08/16 for 50.00, and the two pending transactions were made on the same day also with that date being 12/30/16 in the amount of $171.81 and $20.00! The result of which left me with numerous overdraft fees, return of payments that I DID authorize, and my checking account overdrawn to the amount of -232.14 where it remains to present causing me to have to pay my rent with a money order instead of the bank transfer as set up by my landlord through Suntrust because I can no longer deposit money into that account.

I have since disputed all debits against my account by Enterprise that were unauthorized, and have called Enterprise on Woodruff Rd where an employee posed as a manager and thought it would be fun to play games with me as I was extremely upset and confused, and couldnt figure out why he was treating my situation like it was some kind of skit for him.

It wasnt until later after calling the headquarters in St Louis and them having the manager at Woodruff contact me that I found out I wasnt speaking to a manager at all, but a sales rep that works behind the counter. When I related this to the manager and how he treated me as if I didnt have a clue what was going on and no valid complaint, the real manager said that it really didnt matter because he was going to tell me the same thing. He insisted that they tried to contact me before the bill got so high but my voicemail was full and that when someone was finally able to reach me I said that I would bring the vehicle back after I got off of work. I told him that I was instructed that if I did not give yall $280 or something like that, I had to return the car. I told them that if that was the case I guess I would be returning the car because I didnt owe them a dime for anything.

I called State Farm after that and they extended my rental and assured I was within my rights to keep the vehicle until the 7th of December when they would no longer be responsible for the rental. I returned the rental that Monday evening of the 7th. This means that Enterprise not only made unauthorized debits to my account, but the day after the rental was returned and then three weeks after the rental had been returned.

I asked both employees: the imposter manager and the manager Stephen ** for a copy of the contract they insist that I signed requesting extra coverage for the rental and agreeing to come back in if I wanted to cancel so that my account would not be charged other than the three days that I initially paid for. Mr. ** said that they didnt have the contracts there because Columbia handled those. He told me to email him a request for a copy of my signed contract and he would forward it to Columbia for them to email me a copy the same day.

That seems odd to me when the corporate headquarters is in St Louis. Why would a Columbia location have my contract? And if it is just a matter of emailing someone to get a copy, why can't I email them myself and request a copy?

That was three days ago and I have yet to see any contract. No one seems to have a copy of this elusive contract giving them permission to debit my account at their leisure for whatever amounts they deem fit at the time. I now have the support of Suntrust and their fraud investigations dept after reminding them that a good bit of the liability lies with them. At least they aren't making up reasons that are in no reasonable and sticking to it no matter how ignorant it sounds! Enterprise could take some lessons in corporate responsibility and business ethics from Suntrust. Hell, from my 15 year old!

One more thing: The rental was returned on the 7th of December. Why then are they debiting my account for this extra coverage two times on the 8th, and two more times on the 30th of December? And who is in charge for choosing the amounts of the debits? Suntrust is refunding my money and fees, and will pursue whatever recourse they have available to them to recover the funds from Enterprise. I only hope that they actually follow through even though it's a drop in the bucket to them. I am appalled and more than that, in awe that they are as successful as they are with the nitwits they employ and defend. They are like the parents who refuse to accept that their child could do or be wrong even though it's right there in their faces. I can only assume that Pam Nicholson is oblivious to the antics and practices of her own company. Sad.

Of course I got upset, because I didn't understand why couldn't I get the same special and I've been a consistent customer with Enterprise for years. I asked for my things back, which he hadn't at the time given them back, asked again using the word **. He then gave me my things back and I left. The assistant then took upon himself to call all the locations and told them not to rent to me. I think that's unfair and unprofessional because I was lied to. We the customers make Enterprise and the associates and I felt like I was totally handled today. It's unfair because it's no one "with order" that you can talk to if there's a problem. They automatically believe their associates (who don't tell the truth) and place people on the do not rent list and I've spent thousands of dollars with enterprise.

I called to the Lake City, SC location on 02/03/2016 and Brock was out on sick leave and spoke with Lindsey that assured me that she had reached out to the Charleston Airport location with Bill and Ginger. Once I arrived, sales representative advised that she could put me into a Ford Expedition; I then explained to her that it was not the vehicle of choice. She then told me that was the only one she had available. I then replied that Lindsey assured me that this was taken care of and I would get the same vehicle. So I advised her to provide me with the keys to the vehicle that I was returning and I would just return in Lake City. Then she said I have a Suburban; "but it's going to cost you an additional amount."

My rental pays for $60.00 per day. So I asked her how much and then I picked up my phone to send a text message and she asked me if I was taking a picture of her, and I said "you're not prettier enough for me to take a photo of you." And then she ran to the back and stated that I was being aggressive and threatened to call the police. Afterwards the representative that was in the back came out and proceeded to take care of the reservation. Once I was outside with Gloria, doing the vehicle inspection, Bill approaches me and stands directly in front of me with this frown on his face. I asked him would this had happened if I was not black, and his faced turned red and he began to say lies that I was using profanity and that was not true. I told him that he was making me feel really uncomfortable and that he needed to move away from me. I never felt so fearful doing business with any organization. I will never rent from them again.

I spoke to an agent At Indianapolis who said I could rent one way.. as did one other agent from corporate... so I booked a car. I flew from Oregon to Indy, got to their counter, just to find out they would NOT rent me a car one way (claiming it was company policy). The boy behind the counter was as rude a person as I've dealt with in a long time... His young mgr. just mimicked what he told me. Knowing I didn't have a credit card, he then states that IF I did, they would rent me a car. I said "fine, I'll call my son & he will give you that info". "Oh No..." he says, "the card had to be here, in my hand"... Now he's just taunting me. I guess he thought this was funny, leaving a disabled man stranded 1800 miles from home & over 2 hrs drive from my destination.

Bottom line there, BUDGET rented me a car, for nearly twice what I would have paid, BUT... they rented it to me. I wish the story ended here, but no. So a few days later I call Enterprise Corporate and express my displeasure with their company, telling them what happened. I was assured my complaint would be forwarded to the proper place and they gave/offered me a free rental for my problems. So this coming Saturday I fly back to Oregon, since they emailed me a free rental coupon, I would use that to get back to Indy... RIGHT!!

After several calls I was told that "coupon was good for the actual rental but not for the drop off fee, taxes, airport fees..." not that it mattered. Because I was also told I didn't have a credit card, I needed two power bills that were paid up, or some other form of ID that NO ONE carries on a trip. I told them to cancel the car and hung up! Absolutely the WORSE in the business for customer service, policy standards, and about everything else. They ARE pretty much standard across the board at throwing disabled people "under the bus" no matter where you rent from them.

When I called the claims department, the women working on my claim basically just repeated over and over that their policies and procedures were followed and would do nothing to work with me. I know there's nothing I can do but complain about this. So thanks Enterprise! Thanks for making this not so great experience (having my car in the shop for three weeks) even worse. Thanks for proving that customer service doesn't actually mean you'll do anything to help the customer. Thanks for making it easy to feel good about boycotting every establishment linked with you.

I will NEVER ever, recommend or use Enterprise for my personal or any other use. If I could give you all no stars, that is what would have happened. I made several aimless trips and it was very unappreciated. Oh and by the way, you should spend more time trying to fix your Non Credit Card Application. There are several mistakes. Looks like your employees only made it through 5th grade.

Never mind that Enterprise failed to verify his info with a physical driver's license or that this is a clear-cut case of identity theft. They're going to get their $900, right or wrong! To add insult to injury, the manager and her employee were extremely unprofessional, offering absolutely nothing by way of an apology or explanation for what was clearly a big blunder on their part. My son intends to take his business elsewhere. He's had it with Enterprises poor customer service and lack of experienced, professional employees.

My daughter had a car insurance already but still they charge my daughter for over $300.00 and they cancelled the insurance but only few days until the rent was almost over. My daughter do not know how to complain and they take advantage of it. I know how the car look like when I returned it. Nothing wrong with the hood and they did not tell me that when I returned it until we only received a bill.

I could tell it was going to be shady as soon as I the woman that helped me tried to impose their insurance coverage on me. She asked me repeatedly to sign up for it, even after I advised I would maybe put less than a hundred miles on it the whole weekend (I returned it on Monday after only about 38 miles added) and that it would just be parked in my garage the rest of the time. She then called my insurance and wrote down my collision deductible ($500) and said if I got a scratch or dent bigger than what was on some reference card she showed me that they would go after my insurance for $500.

This was a scare tactic because my COMPREHENSIVE deductible which she didn't even write down was actually much lower. The end cost was also higher than my online estimate which was never explained and was not clear on the receipt. This shady tactic was the reason why on that Monday I went with Budge Rent-A-Car for the rest of the 3 weeks that I needed a rental. They missed out on that money.

The people at Enterprise on that Monday seemed much nicer than who I dealt with, but I already had a bad taste in my mouth. So roughly a month later on 01/19 I get a letter from Enterprise saying they're charging me $12 for an admin fee and that University of North Florida cited the rental for a parking violation on "12/04/2015 @ 12:00 AM" which is how it read on the letter which I still have. First off, I never go to UNF for any reason and I didn't pick up the car from Enterprise until "12/04/2015 @ 10:52 AM" as the card states. Since it was after business hours on the 19th, I called Enterprise to appeal this on the morning of the 20th.

The service rep had no idea what she was doing and put me on hold for a long period of time to put ** a supervisor on the phone. As I explained to him that this citation was made by whoever had the car before me, he just told me that he doesn't know who had the car before me. This was an extreme oversight! He kept trying to pawn the blame off on UNF and said that they were the ones coming after me directly... Again, this is only because Enterprise gave them my information rather than the real culprit!! He continued to blame it on me and didn't assist me AT ALL!! I continued feel wrongfully accused! He gave me the number to UNF though.

I call UNF and they told me the exact time that Citation #** was written and they emailed it to me "Issue Time 8:21 AM" was the time. Proving that I didn't even rent the car yet, but Enterprise chose not to do their research before accusing me of being the one that parked there. I resubmitted an appeal online this time rather than calling so that I could paste time info, the email, and direct contact information of the UNF reps. This is what I received from Enterprise:

"Based on the information I was able to review on my end, it does appear that the issuing agency directly is holding you responsible for the cost of the actual violation and we've only charged you for the administrative fee for this violation. Based on the information you've provided, I have, however, as a one time courtesy, went ahead and submitted a refund to have this $12.00 fee refunded back to your credit card on file. This refund will be processed within 21 business days."

"To ensure that this violation is removed from the system entirely on your end, you will want to reach out to the issuing agency directly to have the violation dismissed. I have attached a copy of your final rental receipt to this email for your records. This document should further assist you with disputing the accuracy of the violation with the issuing agency directly. The times of your rental period are listed on this document."

This is complete BS because they still don't get that ENTERPRISE IS THE REASON they were trying to hold me responsible, because they didn't bother making a simple phone call to get the facts. To this day (01/27/16) I have not received an apology for the false accusations, for the hours that I had to spend clearing up their mess, or for the sheer ignorance on Enterprise's part. So now I am making my experience known. Beware when doing business with this company!

I am from Miami, the employee whom we had interacted is Alex **. He is very rude and I could really feel the change in tone the way how he addressed when we went to rent a car and how he addressed when we went with the issue. He also refused to direct to his next level representative. They claim that we never opted for an additional driver when asked for the breakdown of the amount. They sent the bill after 2 days and in the receipt no additional driver added. Now that we don't have any proof, case may be in their favor but, why would we raise our voice if we had done something illegal! Never rent car with Enterprise because it's very costly, poor customer service, they are not fair, most importantly "NO ETHICS".

Whereas I did pay Florida State toll charges. Finally, by the end of January, the tolls that Enterprise company was charging on my credit card stopped. But keep in mind, it took almost 2 months to clear off all the toll charges. You will see the credit card billed for long time.

Original Review: Jan. 21, 2016

I rented a car from Enterprise on thanksgiving holidays last year. I asked the Enterprise representative that I will pass through toll roads as I am heading to Miami. That person told me, "It will be all fine. You can pass through toll roads whatever is the toll cost we will charge you on the credit card." I rented for 5 days. After 15 days my credit card was charged with $24.89 and it was mentioned that $3.95 per toll usage day is the fees and other charges are the toll amount. I was still OK. 2 weeks later I was charged again with $12 toll amount and then consecutive week another $4.80.

It's been January and they are still charging me with $3, $4 etc. every second week. I complained and went to the office from where I rented the car. After long discussions they told me there is nothing that they can do about it. I am being charged because I passed the toll road. When I asked for how long you will keep on charging me, they told, "We don't know. It's from Florida's Dept of Transportation. They charge us and we will charge for that period." I am really pissed off. They should have told everything before when I asked them. The customer care person are very rude. They don't address issues nicely. I am still being charged. Please don't pass through tolls if you are renting car through Enterprise.

He proceeded with as why he (thought) my return inspection wasn't conducted right but still wasn't' sure as to exactly when whatever this damage was done, was done before me with the other individual who had rented before me. I believe Shantal does a great job with her inspections. I always go out with her every time I've rented and returned! I am very upset!! He told me someone would call me to ask me questions. I said "sure." I get a notice yesterday with them asking for my insurance information because they were making a claim. I was even more upset now!! This was ridiculous.

I am in shock that they could even try to put something like this on me and make me responsible. I will be contacting corporate office!! I had another coworker drive with me to get my car and who was there witnessing that this vehicle was in perfect condition when I returned it!! I was talking with another coworker who also told me that this Enterprise location has done something like this to them before. These people will be stopped!!

She asked if I wanted to pay then or when I picked up the car. I decided to pay upon pick-up in case I was a little late and there was a difference in price. When I attempted to pick up the car, I was refused, for not having a utility bill on me... of all things! I said, "Are you kidding me? Who carries a utility bill around with them?" He said, "It tells you on the website to bring it." I responded that I booked directly thru a rep of Enterprise, not the website, and was not told to bring a utility bill. I had my driver's license, voter's registration card, credit cards... and was refused a car.

Apparently, you're not supposed to debit, which most other company's appreciate. I was, and still am, livid at being refused a car I had booked through the company with no mention of this crazy policy. I have excellent credit score and own properties, but couldn't rent a car already reserved thru the company. Wow! Because my car was in the shop for another 2 days, I was forced to accept a ride with a friend to my out of town commitment. I rode in an ancient pickup truck with no seatbelt and a cracked windshield thanks to Enterprise. My next step is to point out to Costco these horrible reviews and suggest that it's a disservice to their members to have an association with this inept company.

The local branch office will say they have nothing to do with this process and they cannot help you. The Enterprise collection department is rude and not helpful. They will tell you that you should have looked on their website and that Enterprise did you a favor for paying this toll for you. They basically say there is nothing you can do and by the time this notification comes in the mail, the credit card that you used to hold the car at the time of pick up has been charged. Are the Enterprise employees just not informed of this policy or did they lie to me multiple times? Whatever the case, this is a scam that Enterprise has been getting away with for years. I will never rent a car from them again.

I can lol now however it held me up until my insurance company got to the bottom of it. Had to explain, they picked me up from location to initially GET RENTAL and I had just spoke to them to take me BACK there once I DROPPED RENTAL OFF! I was advised by an employee to contact Rob " manager " however whenever I would call I would get the runaround and as of yet hadn't spoken to him. It's been a month as of today 1/5/16. My experience was an aggravating one and I was annoyed by the worker offering me an upgrade and a tank of gas!!! Yea, that's really gonna make me go back to your location. How about a free rental for my time and frustration and a tank of gas for being patronized?

We get there and sign paperwork, and truck is not there. The guy we were dealing with said his co-worker took it to run an errand. I told him I had specifically told someone we needed to be in and out and that we needed to go back to work. Apparently the guy was at another location getting truck "washed" off of Shiloh Rd and someone had to drive us there to pick truck up. When we arrive the truck is really dirty and a huge mess. They didn't even bother to wash it and just handed us keys.

My husband saw that the truck had a lot of scratches and asked the guy if he was going to note all those effects and he said he already had. So we end up leaving with a dirty truck and late for work. When it was time to return the truck my husband took it to get washed and they said the truck had scratches, and we told them how the truck was given to us and how the guy said he notated everything. Overall our experience was horrible and we will never be renting from Enterprise again, and we WILL make sure to let our family and friends know to prevent them from going through the same experience!!!

So I booked my fares in the Eurotunnel which cost me £160. And I told my boss that I could not do overtime the following Saturday, which also costs me. When I came to collect the van, they told me I could not have one because I was taking it overseas. The man who booked the car for me hadn't told me anything about a problem with taking a hired van overseas. He must have thought that the continent is in the UK. He was also dimwitted enough to think that I could have read the conditions in a paper I didn't have. I had looked on their internet site before I booked, but there was nothing about trips to the continent. So they really should have told me, which they didn't.

When I complained about the money I lost on fares because of their fault, they put the blame on me. I hadn't explained well enough where I was taking the van. They were not going to compensate me for the loss of the fare money. They would not take responsibility for their faults. When I booked the van, I was told that the insurance was included in the price. Everything was covered. But when I came to collect it, I had to pay extra for the insurance. If I didn't pay an extra amount, I ran the risk of having to pay up to £1100 in case of damage. If everything is covered, you may expect that the insurance pays the damage. So I wasn't given the correct information. In reality, the price of hiring a car is much higher than they tell you. I don't like being lied to. If you like losing money and being extremely angry, Enterprise is the place for you.

He even had the audacity to tell the gentleman before me who was in a cast and on a knee scooter who needed a ride back that all his drivers were gone for the day. Meanwhile another agent was doing survey calls but never offered to give an injured man a ride back. Today it's part of their marketing: "Choose Enterprise. We'll pick you up." It was close to closing at 3:00 on New Year's Eve and they were just rushing. Kept locking the door when several people with 3 :00 reservations. Why schedule people then lock up and close? I will NEVER rent from Enterprise again.

I also paid £10 a day insurance ( £70) which I agreed to. This is not acceptable. I am deaf so this makes it hard to contact customer services. Their number on their site is also hard to find. I have referred the matter to the Ombudsman. The manager had the audacity to offer me 10% discount with a handshake after charging me extra on the system. The breakdown guy told me that he rents cars from Ford Rent-a-Car as the tank is always full which is the normal thing to do so that you know that you fill up the tank in full when you return it. Not 1/8th (the print on the invoice is tiny so you don't notice it) of a tank, this is ridiculous. Scotland Enterprise always gives you a full tank. I will rent from Ford Rent a Car from now on. I am absolute disgusted at this service.

Low funds... is a personal problem I agree but to have someone charge you for something you have no use of is a bit unprofessional and when I called back to see why she would do the transaction Matt explained that I saw her doing it... I didn't argue although he was 100% in the wrong... Guess I will be spending my New Year's sisterless.

This people are so sick and they be not explaining about the renting policies. We had to pay 100 dollars in extra when it was 174 but they gave us a discount off 74 dollar, and now am thinking to see a lawyer to see if I have a case and sue them for $5MN. It's for the every single dime they took from the people like us. Rent from anywhere but not this people unless or until you have millions of dollars to spend for nothing. Never ever going to rent from them. Hertz, Avis, Zipcar are way much better from this people. I have been to Hertz and Avis quite a few times and their service was freat. So once again my advice to you all: Go anywhere!!! But NOT TO THESE PEOPLE.

Then today, enterprise people came for my pick up to my house. I have given my driving license and credit card, they are about starting the process of giving me a car. When Jared, the other person who is looking for my rental today told me weekend promotion doesn't apply for today and tomorrow so the final price is going to be changed the way like Thursday and Friday for 29.99$ and Saturday and Sunday for 9.99$, I just raised a concern "what is the reason for changing price or rent on my reservation??" He told me that for these two days, weekend promotion can't be applied, then even I didn't open mouth to question. Jennifer came in the middle and called me to outside "I want to talk to you."

I just came along with her outside the enterprise rental office, she is just saying you are not agreeing for our rates and we can't rent you a car.. I said "Don't I have the right to ask why the price got changed", she doesn't listen any words and told me "Car can not be rented to you and we are sorry as you are not agreeing for our price". I said "I am just clarifying why the price has got changed, I am sorry don't say you will not rent a car." I have things planned for the weekend with my family, she is not listening anything and she is saying I will go ahead and close my reservation. Sorry about that.

This is truly unpredictable and I haven't come across the situation in my whole life in any country and in any place. That's truly irresistible, someone please do something for me or my rental. I am fully depressed with her way of communicating the things. Very very unhappy. Very very disappointed service by Jennifer, she is so rude and doesn't look for customer relations. Very very disappointing.

We were in the process of settling the amount for my car and so I continued to keep the rental vehicle. On 12/23/15, there was a charge on my account. I called the rental company and was advised that the car was approved through 12/23/15. Huh? I am still in the process of settling with the insurance company. So, I called the office on Assembly Street and spoke to Will, the "office manager" on 12/24/15 (yes, Christmas Eve). I explained to him that the insurance company and my lawyer's office was closed. I have no way to get in contact with either office, until after Christmas.

Will said they can't act on credit. My reply was, "This is not credit and I could bring the car back." Huh? It was the day before Christmas, so there is really nothing I can do before. The insurance company still owes me 8 days of rental. This company is the worst rental car company ever. I will never rent from them again. They have also been calling me to buy a car. Their customer service is the worst ever!! Do not rent from this company!

With regards to the tolls... I was not offered the option to get the I-PASS transponder prior to getting the vehicle. I guess I didn't really think about it either when I crossed a toll. But I get a letter charging me the toll plus a $12 processing fee. That's just absurd!! After talking to a customer service representative he told me the reason for the fee is because they get so many of these incidents. Why not automatically include the transponder to begin with??? Either way, I will not be renting from Enterprise again.

Well I watched for a while as this agent told this man he needed to file a claim. Well it's my turn and I gave my paperwork to the young man to check in my vehicle, no worries I thought. The young man came back in and told me he had to have the manager go out and look because the bumper seams didn't match in accordance with this I guess seam measuring tool in which was the first time I heard of this. Well anyway he tells me "I need you to call your insurance and file a claim." I said for what. "The seams didn't match so in fact this could of happen while you had the car." Well this is total BS. The manager thought he was being professional but you never tell a customer "well you just drove 300 miles or more so it could of happen then."

The reason I was irate is I never left the car out of my sight, I got gas at a station, paid at the pump and got back in to finish my drive, traffic bumper to bumper creeping to get anywhere so that pissed me off more or less calling me a liar. He proceeded to tell me to call my insurance and refuse. I then called the rental office where I picked the car up and complained that these guy have something not right here because if you came in and on your paperwork you opted out of their addition coverage and used yours they find things and tell you if you had gotten that coverage you would of been ok.

So customers beware when inspecting your vehicles, make sure they bring out that seam measuring device. You go to the side of the vehicle and looked down from the front and from the back checking to see that all your seams align. We are customers we are not auto claims adjusters that are trained to look for things like this you visual checked the car for the obvious things that you shouldn't miss and you go in your journey. This company in Philadelphia obviously is making Enterprise a hell of money.

Finally I got in touch with the airport location and all got handle quickly. I will only deal with the airport location going forward. Mr Charles told me someone from a higher level would contact me in 1 to 3 business days, today is day 4 and still dropping the ball. I'm very disappointed in the overall process but the airport staff is awesome. Will write and call until someone return my call.

After very good conversation with the rep who helped me, I realized that I had been waiting over 15 minutes. My rep took a call and I asked the branch manager about the status of my rental. He called someone and I was told they were on Holden Road. As a native of the town, I knew that Holden was not near the branch which meant an even longer wait.

I was not happy that I was not informed when I came in that they did not have any cars and stated this to the branch mgr. He did not apologize. Another 5 minutes later I told the branch mgr that I was not happy with their service and I felt I should be compensated for my wait. He said that I could drive the truck they had on the lot (only thing in the parking lot). I am not comfortable driving a truck and I rented a vehicle that was good on gas. I asked the manager if he would compensate me for having to wait and he said no. He stated my option was to take the truck with 1/2 tank of free gas or wait for my vehicle. Those options were not satisfactory. I am not comfortable driving a truck and it is a gas guzzler.

The branch mgr proceeded to tell me that I made a late reservation and that my original reservation was for 3pm. Whether I made the reservation 2 hours or 2 days prior had nothing to do with properly managing your branch and having a vehicle for a 12:30pm pick up. I asked branch manager for his manager and he wrote a number on a card and handed to me. I asked if he would call and he said no. I repeated my request and he said he will not call. He then stated he was going to "step outside because he is getting overheated" and leaves. Also, the number was to a voice mail system with no way of speaking to anyone.

Branch manager returns but still unwilling to resolve my issue and compensate me for my now 30 minute wait for my rental. He continued to offer the truck and I refused. After going back and forth (no yelling) he asked the original representative if he verified my insurance (remember I said that I took the damage insurance with them). I have never had anyone verify my insurance. Manager asked me for my insurance and I refused based on all my previous rentals. I stated to him that no agent has ever requested my insurance and If the car had been there I would not have had to provide. He demanded that I give him my insurance info and I refused because it was not required. Also, he is constantly looking at the other rental staff and laughing -- I guess looking for their approval. It is not always about the vehicle upgrade that will make everything ok.

The car finally arrives 44 minutes after I arrived for my pick up and the branch manager looks at me with a blank expression and states, "Your car is here you can go now". HORRIBLE CUSTOMER SERVICE from a branch manager who should be demoted and retrained. Not fired, because I believe everyone deserves a second chance to improve. I stated to him that he was not providing proper customer service and what type of manager was he to treat a customer this way in front of his staff. Not a very good example of a manager.

I called Enterprise 800 customer service number to file a complaint against the branch manager (not his staff). Putting in x amount of hours with enterprise does not mean that you are a qualified manager. Obviously this manager skipped a few training sessions because he is not customer friendly and should not represent Enterprise as a manager. I wish there was a way to truly rate this manager via this site. Giving a 1-star is not my rating so I choose to give a minus rating of 5 stars for HORRIBLE CUSTOMER SERVICE.

We took the car and used it for the first afternoon and then parked at the hotel for the night. I made a concerted effort to check that I had not left anything on when we left the car. The next morning, the car would not start as the battery was dead. We called the Roadside Assistance and they said we would be charged US$49 for the call out. I was not particularly happy with this as I felt that we had nothing to do with the car's malfunction but agreed as I understood that it would cost Enterprise to provide the service. We were told that it would take a full hour to get someone out to us. As we had not caused the breakdown, the car was safely parked in the hotel's lot and we were still paying for the car, I decided that we should not be inconvenienced any further and told the Roadside Assistance operator that we would leave the keys with the concierge as we went out and they could chat with them.

When we returned to the hotel several hours later, we learned that nothing had been done. We asked the concierge to call Roadside Assistance again for us and they told him that the mechanic arrived after an hour but could not find the car (the hotel car-park only has about 40 spots) and then that changed to we called but could not get through. So we ordered another mechanic to come and again waited the hour. When he arrived he jumped the car and said the battery seemed to be charging.

I was very explicit about the fact that I made sure to leave nothing on in the car overnight so that if the battery had discharged it was due to a faulty battery/vehicle. He disagreed and said to leave the car running for 30-40 mins. I told him again that I was sure it would not restart once we turned it off and he again disagreed and left. I did as instructed and dropped my wife off and then drove myself to Best Buy. I left the engine running for a full 45 minutes and then shut the car off. Of course, it did not restart.

Now, being a tourist I do not have a local cell phone so I went into Best Buy and asked to use their phone. I called Roadside Assistance again and they said that since the car shut down twice, it was their policy to replace it with another car. I was very happy and asked when to expect the replacement car. They said they do not send a replacement car but will send either a tow truck which will take several hours or a mechanic to jump start the car. Either way, I would then have to drive the faulty car myself all the way back to the airport to have it changed. I was shocked! The car they gave me is faulty but I have to take several hours out of my vacation to rectify the problem and still pay for the whole thing?! Crazy! Yes, to provide a replacement car at the location is inconvenient for them but they are the ones being PAID. I am the one who is on vacation and whose time is not being compensated!

It was already quite late and I had several plans so I asked if we could do this in the morning if I booked ahead. They said they could do it in the morning but I was not able to book. I would have to call and go through the same process again. So I decided to leave the car there. Before I left though, I had to beg building security to not tow the vehicle and to allow me to store it there overnight. I am not sure what I would have done if not for the generosity of the folks at Best Buy. I Ubered to the rest of my destinations that evening.

The next morning, I made the call again and it took forever as the agent was not used to the system so could not pull up my record for some time. I Ubered and walked back to Best Buy just in time to catch the Roadside Assistance mechanic driving the wrong way and flagged him down. He jumped the car and I took it to the airport. At the airport, I explained to the agents in the garage that I was returning the car and things went further downhill. They wanted to just simply give me another vehicle and have me pay for the entire time the car was down and for all the Roadside Assistance and all my taxis. The agent was defensive and not listening to anything I was saying but simply trying to register my level of anger to see what the least level of recompense he could offer.

After I said that I was unhappy, he then offered me one day's refund and asked if that would make me happy. Since he had not taken the time to listen to me at all, he had not idea if what he was offering was fair or not. I said no and he saw I was irate and offered me a 2-day refund and an upgrade. I still was not satisfied as that is about the length of time that I was not in use of a car for my purposes but what about all the inconvenience and stress and subtraction from my holiday, not just lack of a car. I was now pressed for time though, so I took it but explained that an upgrade means nothing to me unless the car works.

When I was leaving with the new car was the 1st time the agent actually apologized for the whole episode. Should that not be at the start? I left and hurried to rejoin my wife for our last afternoon/evening. We returned the car without incident but the experience has left us with a unwavering desire to never use Enterprise ever again.

Darrel told me if I book the rate I see online, I have to wait for 2 hrs before the car is ready. If I take his rate, it will be ready right away. I felt cheated so I told him, "I'll look, go back home and look online for a better deal." Returned home and searched online. I got a full size car for the rate of the economy size he tried to give me. That was not bad compared to the issue I'm still trying to solve. It's Wednesday night now and my credit card is still holding $347.00 on my credit card for the CAR I NEVER RENTED. I called Enterprise several times and asked why are they still holding this amount as I never took the car last Friday. They kept blaming on the credit card company. Credit card comp said Enterprise have not voided the charges.

Called Enterprise corporate office and filed a complaint about Darrel. I was told it will be escalated to VP of that region and someone will call me. It's two days now after that complaint was filed, no one called me. I called again today, the lady I talked to had attitude saying she'll submit again and just wait as someone will call. I asked if there is a phone number to call, she said "no just wait for the phone call." I am disgusted, furious and don't want to rent from Enterprise anymore.. WORST CUSTOMER SERVICE. I do not know what to do now to get this charges drop off from my credit card.

When I asked to be taken home the driver wanted to show me how much room the clown car had and that it would be fine for my needs. No mention of reducing the rate, which is important because when I asked to be given an upgraded car, which they did have, the answer was that I could have it at more than 2X the rate I had been quoted for the car I reserved and was unavailable. When I called Customer Service their solution was that there was no solution and that they were sorry for my experience. They would call the manager at the store to let her know of my bad experience. "So sad, too bad. Hope you have a good day." I have to say it is a pity as Enterprise has been generally my go to company for renting a car. What a nightmare!!!

Now after that 2 days ago I went to rent a car from them again and finally reached one of the boss guys and he told me the same thing and that they were going to cancel my reservation because they were afraid that I was trying to scam. NOW that ticked me off because they are losing business because they only allow people with good credit and money down to rent a car. I seriously hope these people go out of business. Their DM set a rule for cards they can and cannot use. If it is in my name and you can link it to my SSN why does it make a difference? Why cant you make it easier and more efficient for the customers. I cant stand people like them charging so much for a stupid car when I can go put a down payment for the amount I pay to drive one of their POS cars for one day.

This is not what I expect of a professional establishment. We were very appreciative of Mike's help and the way he tried to handle the situation, but we will no longer use Enterprise. Camile is part of your management team and he is a direct reflection of the entire company. His behavior was unacceptable for any business. I only hope that you will rectify this issue and save future customers from experiencing an incident similar to ours. It was very unpleasant.

On Wednesday the 9th when I returned the car the idiot behind the desk wanted to charge me a detailing fee claiming that I had smoked marijuana in the vehicle. I have NEVER smoked marijuana in my life and he was adamant and called me and my husband a liar and a pot head. I tried telling him politely that I wasn't going to pay for something I had not done. I could get tested every single day and I promise I will pass my test with FLYING colors. He continued to make false and VERY WRONG accusations. I have never been treated with such disrespect. They kicked us OUT OF THE OFFICE, refusing to close out the account, or change the payment info. There was a woman agent there that yelled at me and at my husband and approached me in a very aggressive manner to the point that I told her that she needs to back off and to never approach anyone like that again...

I was told to get out of the office and to deal with customer service who will deal with the payment. I called Enterprise right away and put in a formal complaint for which I was told a regional manager would get back to me that same day. I called a second time the next day and was told the issue had been escalated to urgent. I also wrote an email complaint through the website, and guess what? I have yet to hear from a manager and it's been 6 days since the issue!!!! And I just found out they charged 149$ to my company card WHICH I CLEARLY STATED WAS NOT TO BE CHARGED, not just that but my rental agreement was for 26$ for 2 days. This is the worse Enterprise I have ever visited. I do a lot of business traveling and always use Enterprise... Needless to say I never will again! I'd rather pay 50$ a day for a rental than to EVER USE THEM AGAIN! STAY AWAY!

I used a credit card and he said that the charge would probably not even show up since we would get a credit upon the return. I returned the car a few days later and according to Andrew, all was well and there would be no problem with the credit. There was no credit ever issued. When I called, Andrew lied and said I told him I only had liability insurance instead of full coverage, which he said he had received when we picked up the car. He said the $50 was for their insurance since I only had liability. I carry full coverage. Andrew lied, why would I pay $50 for their insurance when I have full coverage?

I spoke with the Enterprise company and they said they could do nothing about it as their books were closed. After pressing the issue, they offered to reimburse half or $25. I have yet to see that credit. Basically, Andrew, representing Enterprise Rent A Car, lied when he said I would get the deposit back and then lied when he said I told him I only had liability insurance! Don't ever sign anything without full disclosure or this company will screw you for the deposit!

Now mind you my husband is a Platinum member and has rented over 275 days this Year alone from Enterprise, so we have spent a lot of money with them and from the airport too. Now this is where it gets to "OMG I don't believe this!" My father calls me to let us know that a FedEx overnight letter from Enterprise has just arrived. We go and get it, and enclosed is a letter stating that they are reporting the Chevy Cruz stolen. And on the letter it states "because of no attempt to pay or call" has led to the conclusion that the vehicle was stolen, also stated "DO NOT DRIVE VEHICLE". So by this time we are furious because we have talked to them, gone in to give money, and even called corporate so it was in the file and it was noted. We have had a incident at this location with the same management, and she is prejudice and does not like my husband.

Never have we not paid our bill even when we were charged more than our reservation stated, and this isn't the first time we have extended our reservation. We have cars for weeks and we have always gone in and paid to extend. We have been customers since 2007 and rent for long durations, and our record is outstanding. So anyway we returned the car on Saturday, the day that was to be turned in, we settle the bill with CASH, and explain to the mgr at the time what has gone on. And he can't believe it he says, that the ref# we had should have taken care of all this, but the other location mgr didn't know how to access that on the computer.

That following Monday a man saying he was an investigator for fleet location recovery or something or other, and tells my husband that he needs to bring the car in, and Grand Theft Auto charges will be filed against him. My husband tells him that the car has been back since Saturday and everything is paid and clear. He said "no it don't show that" and started getting rude with him. That was not the end of it. This so-called investigator calls my sister-in-law's husband at work, we don't even associate with him. and would have preferred anybody called but him. So we get a call from the sister wanting to know what's wrong. My husband assures her that everything is ok. The next day investigator calls my husband and starts harassing him. Later that day he gets a call from his ex-wife telling him that her sister was called at work, telling her that my husband stole a vehicle.

The following morning ex calls saying that the sister was called in the middle of the night and harassed again. We have called corporate on all these separate incidents and was told that the airport mgr would call us to clear it up. My husband called the airport himself to tell them call the investigator and tell him stop calling the car is back, but the girl at the airport said it was corporate that was to blame... I have noticed that one of the prerequisite needed to work at Enterprise is you have to lie and not even good, but be underhanded, sneaky, arrogant, and a bold face liar, because if you're in any way honest you will be devoured. Today is Friday the 11th and still waiting for a call from area manager. I won't hold my breath (don't want to die from the lack of oxygen) but what I have done is contacted our area NAACP and filed a claim against Enterprise, and individual location, and as a whole. Something needs to done now.

My husband is an injured firefighter on a limited, very limited income, and is kind and courteous, and to be treated like this is unacceptable, and somebody will make this correct. Also, we have rented a new Dodge Durango, Camaro, Challenger, Charge, Maxima. If we were gonna take a car why would it be a Chevy Cruze? Duh right. Note to You: DON'T RENT FROM ENTERPRISE. THEY ARE LIARS AND COVER EACH OTHER'S ** EVEN IF THEY ARE IN THE WRONG, including the so-called corporate.

Much they needed to debit - started with 200 here and there, then 250 then 500 then 350 - random days, never rhyme or reason. Never did I complain once about that. My wallet was stolen and cars on file wasn't updated, which was totally my bad - I overlooked getting them updated as I had done on all my other account. As soon as I found out, I immediately went in paid cash towards the balance and agreed to them running 1 dollar only on my card in order to get it on file for them.

Little did they advise me they ran it for 300 then for 1 dollar even though not reflected in my receipt, not signed for, not approved - cost me 250 in overdraft fees. When I contacted the manager to resolve, he wanted to avoid resolving his team's mistake and instead without cause, warning or reason and even though acct was current and paid in full, he closed my contract and reported car stolen.

3 days later the manager pretended to be a cop, called everyone I know from spoof numbers, have fake names, threatened to bring me bodily harm, threatened my whole family that if they don't make me bring the car to them - I'm going to prison - gave my poor grandma a heart attack. Yet they had zero reason to close acct or call in stolen as even corporate confirmed my acct was paid in full up until the date they closed and called it in. Then corporate did nothing to resolve this except notify the location and let them resolve it. Obviously not going to happen with shady business practices like this.

I wanted so badly to give a 3 or 4 star review, wanted to say they started off really bad, but Enterprise corporate resolved this and made it right. Unfortunately not. The case told me they don't refund overdraft fees as a company. Yes they see everything I'm telling them is fact and they don't agree with this franchise and way it's being handled, but just turn the car in. I'm contacting the police and filing my own report against this company and their illegal business practices.

When I got to your Broadway location Monday afternoon, the counter person said I could go out and pick my car from a variety of choices. I said that was unlikely because I had ordered a vehicle with handicapped equipment i.e. a spinner knob. Much confusion in the office ensued, and it turned out that my handicapped car was out your Oakland Airport location, which is approximately 12 miles away or 45 minutes at that time of day.

When I got to the airport, it turned out that the vehicle they had for me was equipped with a left-hand control. I started the car in park then my knee brushed the control rod for the hand control, which fed gas to the engine. If I had been driving, I would most assuredly have had an accident. Eventually the local mechanic removed the hand control. Instead of having a properly equipped car waiting for me, I ended up wasting hours of time sitting in traffic and waiting for a vehicle I could safely drive. Because of this problem, I missed several important meetings my blood pressure rose to unacceptable levels, and I was put to unnecessary expense by starting my rental at a distant location which created the need for me to unnecessarily use fuel which I will have to pay for. When I asked about compensation, I received no response, only apologies for the inconvenience.

This is the second time Ive had this problem with Enterprise. The same thing happened two years ago in Philadelphia, and the station manager told me if I didnt like it, he would put me on the shuttle back to the airport. Fortunately, the regional manager was at the site, and got the problem corrected. I have a rental car is there for me in Charlotte on December 22. I am writing to inform you that if there was any delay or improper equipment, I will file a complaint for violations of the Americans With Disabilities Act. My experience has been intolerable and your companys performance has been unacceptable.

Our reservation showed that we checked the car at 3 pm when we actually rented the car at 5pm. The return time was written as 12 pm. The total price showed 68.54 when my reservation showed 61.23. First I called and spoke with Jannette who was giving me a misleading information either intentionally or out of the lack of proper training and thus, knowledge. She said that actually, it shows "military time" that's why I don't understand it right. It didn't. The car check out time showed clearly 3pm instead of 5pm when we picked up the car. That was the first information that was not accurate. Secondly, I asked her why the total price was 68.54 instead of 61.23. She said it's because the airport has extra taxes. I didn't agree to that as my reservation showed a lower number from the same airport with the same amount of taxes.

Third, I asked her why did they put that we need to return the car by 12 pm next day if we rented it at 5pm. The return should be 5 pm of the next day which would give us ample amount of time. She distorted information again saying that my husband who was signing the papers told her himself that 12 pm of the next day would be fine. I asked my husband who said that it was a lie. The more I dealt with College Station office of the Enterprise the more I couldn't believe to everything that was happening. I called 1800 number and spoke with Enterprise customer service support person who assured me that we have the right of having the car returned by 5 pm because we rented it out at 5pm. Also, Enterprise customer service assured me that the total price for the rental is 61.23 indeed and not 68.54 as it showed on our paperwork. She explained that the difference was just authorization which will be dropped.

No one signs totals with authorizations on any bills, the money was not simply added on the first invoice in error but Jannete from CLL Enterprise office could not even properly explain what the difference was standing for. I asked her to change some information in the computer, like our actual time from 3pm to 5 pm. She said she did. I asked her on the phone if she could give us a different print out not to worry that we would be late returning the car at IAH next day. She said another LIE, that she would not be able to do it. From this point, I wanted to talk to her supervisor. She said his name was Tyler. We returned to their office later and spoke with her. He never apologized a single time for all the errors. He just printed out the corrected invoice and gave it to us. He insisted that his employee did no wrong. Why then, we have 2 different invoices with 2 different numbers? He was very rude too.

I asked who is his supervisor whom he is reporting to? He said no one to. I asked him if he owned the Enterprise then. He answered yes. It looks like everyone at College Station office is very good at one thing, lying. I asked him for the contact number for the corporate office, he referred me to the 1800 number for the Enterprise Customer Care. I hope to use Enterprise service again in College Station but I do hope that next time, we will have more pleasant experience with less errors from the employees and no lies as well as no rudeness.

My husband and my child are the witnesses to everything that I described as well as 2 invoices, the erroneous one that they gave us first and the corrected one that they gave to us after we returned same day, several hours later. I would like to know that CLL office will have friendlier and more honest people working there. Ones who like to help people not ones who like to cover their errors by any means possible. I would like to know what Enterprise is going to do about this experience that we had been so unfortunate to go through.

People like us draw disability don't have nowhere to live, no credit card, no nothing like that. We don't have a chance in hell in this damn world. No one ain't making it to me now. They give me a car for a whole month free and get new management in that store up Pell City. People who don't have a credit card or a utility bill in their name is screwed by this company.

He explained that when I was finished with the car because they are short staffed to drop the keys into the drop box outside and I would be credited for the return. And he also asked to write down my credit card number in case $$ needed to be credited to my card. Finally, I got the car, picked my son up and to my great surprise had an email that my vehicle had arrived early and I could collect it the next day. I got my vehicle, dropped the keys to the rental in drop box on Thursday night and also called on Friday to ensure I didn't get overcharged.

Fast forward to today, $730 was credited to my account. I called their number and explained I had dropped the car off the next day. The guy told me I was being charged for 3 full days because 'nobody knew I was dropping the car off'? That's $160 for 2 days. He was absolutely rude, obtuse and argumentative. I'm so disappointed that this particular Enterprise at Schinnen is on a military installation and is allowed to scam soldiers and civilians and not be held accountable. The hours that's posted on the door are not the hours that they're present. They only show up if you call a German cell number (which is not inexpensive in the NL). Not impressed.

I said that was unacceptable and asked for a manager. Asst Mgr Tyler came on the line and basically told me every Enterprise in the area was completely booked. I hung up, called corporate, and filed a complaint (with Lynette). Then I called the store back and spoke to Julia again, asking HER to find me another car since THEY had given me such short notice about the unavailability of my second reservation. She said another location had one car but they could not guarantee it would be there by the time I got there. So is Tyler lying about there being no cars, or is Julia lying that there is only one available?? At that time, I asked for the location manager (Phil). I understand it's Thanksgiving week, and sometimes vehicles are returned late.

However, 7 people without cars and the fact that they waited until 30 minutes prior to my pickup to make me aware of the situation...left me no time at all to make alternate arrangements and still leave at my 4:30 scheduled time. I asked if waiting till the last minute was the normal procedure. The other location got back with me within 30 minutes. Phil said it wasn't typical but they were "hoping" there would be cars available by the time 4pm came. So apparently this location schedules appointments on hope. I couldn't believe he said that!! He apologized and said they'd work with me on the price... But what good does that do when there is no car?? I called corporate again and when they searched the system, it showed they had cars available at YET ANOTHER Enterprise and sent me YET ANOTHER confirmation.

When I called that location directly to confirm, they said they had nothing available! I don't understand how reservations can be made online AND through corporate, showing inventory in the system, and yet there be nothing on the lot! I called Phil back again and he repeated that he would get me in a car by 6 but "It's not going to be within 30 minutes." The last I checked my phone was 5:48...while I was in line at Avis booking my pretty, AVAILABLE, Nissan Altima. As of today, still no word from Phil, Tyler, or Julia. Absolutely no accurate info between branches and corporate! Ended up leaving two hours later than planned. Made it home a few minutes before 3am, just in time for a power nap before work at 5. Although I do want to point out that none of the five associates I spoke to were rude, but I was extremely unhappy with the runaround. Will not be back.

Monday 8.30 am they phoned me from Enterprise and said they have no Bmw cars available, and they only might have 3 series at 2pm. I told them it is too late, they said that they can only give me a Vauxhall then and they have shortage of automatic cars. I told them I need a car and that they promised it. They said they have 50 customers waiting from Friday for a BMW car and BMW doesn't provide them with Enough cars. Which is not true, as they buy themselves cars and it is not BMW who provide them. They even tried to blame it on BMW. In the end after all the aggravation I had to get a chauffeur driven car to go to airport and after a mini cab to go to work.

They promised to bring 5 series at 4pm, but in the end they brought it only 5.30 pm, so I was late for my other appointments. Long story short, do not use them. Very unreliable. I will be selling my 640d grand coupe BMW, just because they use Enterprise car rental as a provider for courtesy cars. Yes, and Enfield Branch employees talk to you like to their mate. Very disrespectful and rude. Avoid!!! If I could give "0" stars I would.

He refused to understand that I was not arguing with the fact that I had signed for it. I was complaining that if his salesman knew that this was an insurance claim and that the insurance company was not going to pay for the supplemental insurance then he should have explained this to me at the time I was receiving the car. He never once told me that I would be responsible for this insurance. The manager's responses to my complaint sounded very scripted and rehearsed, as if he has had this conversation many times before, and that they may have possibly been taught to him during training. While I would like to believe that no worldwide company would train their salesman to use deceptive practices to earn more profit, the confluence of the manager's well-rehearsed response to my complaint would lead me to believe that this is not the first time he has heard a similar complaint.

Original Review: Nov. 24, 2015

A deer hit my car and Geico arranged an Enterprise rental for me on my Rental Reimbursement coverage. An Enterprise rep walked with me around the rental car with a small ruler, and advised that any scrapes smaller than said ruler would not be a problem. There was a little scuff on the rubbery part of the rear bumper, as well as other scrapes on the car, but the rep said they did not count, and did not write any of it down. Now I return the car (to a different location) and they claim that the small scuff is actually a dent. I had to feel it with my hand to know there was a small dimple there. Now they are trying to claim that I am responsible for this damage. I feel this is a blatant effort to get more money, and feel scammed... So watch out and make a rep write down every little thing before accepting a car from Enterprise.

I did offer a reduced payment for their charges in an amount I considered fair. I sent them three letters of reply and kept the faith, i.e. either accept my offer or no deal. The ERAC people threatened me with a court case and that they would furthermore seek to recover lawyer fees and court costs. Finally they turned the matter over to a collection agency. I allowed them to contact my insurance company (recommended) and my insurance paid for billing amount over my deductible of $500.

So I did some legal research and found that a) in my state most any case involving damages under $5,000 will be settled in small claims court, b) wherein lawyer fees and court costs cannot be recovered in small claims court, c) ERAC is negligent in that they leave their vehicle fleet parked outside in all kinds of weather (including hail) sometimes left overnight in front of their sales area where anything can happen and d) ERAC is unfair in that they use a blacklight to detect hail damage not visible to the naked eye after the vehicle is returned yet do not a least offer this service (upon request when the vehicle is rented) and e) I talked to some body shops and found that ERAC charges were excessive - excessive - excessive. Make them prove every contention and above all, remain silent - don't help them.

Bottom line is that after most of a year my reduced offer to settle was accepted. So do your homework, don't allow them to charge your credit card, bank account and find out what you need to do to stop a wage garnishment. And remember from the above that ERAC routinely pads their charges, they throw the book at you, hide behind their "save and hold harmless" contract clause, they are negligent in their storage of vehicles and they are overbearing and often dishonest IMHO.

But as I needed to use this car going to work, very last day when I had the car, took it to work, parked it in the car park. As I am a security officer I cannot take my personal items such as wallet and IDs with me to work. I left the wallet inside of gloves box, SatNav, also sunglasses. I have proof of CCTV on the car park. When I parked the car, I came out of car and pressed remote control to lock the car 2-3 times and I thought it is locked but as their car was faulty, it did not locked. And someone after I went to the building went to the car and took everything in my car easily and all it was because the car was faulty and you do trust to this company to hire the car.

Day after I took it to the dealership and get the locking system checked, they confirmed the locking system been faulty. I contact to Enterprise people, they did not take not so ever any responsibility about this as they said you been responsible not we. I have lot of things in my wallet plus large amount of cash. And it is absolutely disgusting, trusting these people to have cars from them. They provide people faulty cars, could be a mechanical problem and affect your life. But as they have got lots of lawyer, we cannot fight them.

They are absolutely untreatable company, DO NOT hire or deal with them, never. Anything goes wrong against you they will say: “When we gave the car to you, you signed the paperwork and it was fine.” But when you get the car in a min you cannot check whole car as you never drive the car or you never noticed nothing about that car, but they know their car are faulty but they DO NOT care. Please DO NOT deal with them.

I was met with complete resistance by the first person I spoke with. I asked for a manager and spoke to Trey (not sure on spelling). He told me he would get this to an area manager to explain my specific need, which was literally pick up at 8 pm and drop off before noon the next day at my neighborhood location. They called about an hour or two later and just said policy is policy nothing they could do. Not only will my reservation sit unclaimed I don't plan on doing business with them in the future and do plan on sharing this with our corporate travel team and social media outlets. I understand having a policy in place to protect your fleet. However when a policy gets in the way of a member's desire to spend some money and gain the convenience you offer then it's a poor policy. I apologize for format, spelling, and grammar errors as this was done on my mobile device.

When I got back and showed them that it was there BEFORE I took the car they looked at the shot and said "I don't see it." WTF??? I took her outside pointed to it and showed her on my camera the exact place that my finger was pointing to it. Then she said, "Oh sorry about that." If I did not record this I would be in court soon. They tried this with my friend and she had photos to show them. I am going to make a complaint to the FTC tomorrow. This company is a scam. If you rent make sure to record AND place your finger on ALL dents and scratches. Also, the dent on the back bumper was about 1 in. round. The sales woman showed and said on my camera that dents are about the size of the bottom of a coffee cup. I mentioned this to them and they said: "Bumpers are different." I will NEVER rent from them during my travels.

We had a really good experience with Enterprise up until now but the content with which we were spoken to and the over charging for letters we were not entirely responsible for is unforgivable. In total the posting of 3 letters cost us more than renting the car for 2 days. We rent a car with them at least 6 times a year but we have now decided that buying a car will be a better experience than dealing with a strict minimum service for an over the top fee and a thoughtless customer care.

After waiting for over an hour we were told by Shiela (the assistant manager) that we could not rent with our cards at all. All our bank accounts through credit/debit were linked to a checking account and their system could not choose credit. The deposit would not work. We had to have another person with a credit card only come. We had to have my sister in law drive all the way down there and present her card to pay. Then they told us we had to pay an additional $180 to list her as a driver even though she was not even going to be coming with us.

We were supposed to have an AAA discount and showed the card to Sheila. We returned our car 3 days ago and my sister in law, not only did not receive her deposit back, but they say we did not return the car. I sent her the receipt and told her we did not get our AAA discount. She said it was not noted at the time of pick up even though we had it at the time. I told her I can send her the card to prove it again. She said that would not work. She was very rude on the phone and unhelpful. We rented a car for almost 2 weeks and rented cars from them 6 times this year. We manage travelers all over the world with our business and will def stop recommending them.

As of this date I have not received a call nor a coupon in reference to this issue. I realize things occur that are unexpected. However a phone call from the business or even someone from that business trying to contact the nearest Enterprise to accommodate their customers would have been nice. It seems that Enterprise does not need my business or possibly does not seem concerned how their local business are conducting business in small town areas. I would like to have someone from Enterprise to contact me about this issue if possible at my work number which is ** (8:00am until 5:00pm Monday thru Friday).

I should have received that refund on the day I returned the car, the same way you took my money on the day I rented it. Your accounting practices are a bit off. When will I receive my refund it should be quite simple and I should not have to wait for something that is due to me and I certainly should not have been charged the additional $10.92 when you had my $50. This is not about the money it's about the integrity and the blah blah your sales force dishes. You fail to inform your customers of your delayed refunds.

I have already seen numerous complaints about your company and I will be one more. In addition I will inform my insurance company of your practices and social will be enlighten as well. I will contact my bank today and dispute the transaction.

I used AAA and requested some answers from Enterprise. For a couple of weeks, they kept promising to explain the policies behind all of this and then eventually stopped contact. 6 weeks later, I still have no answers and we also got charged for the full 24 hours even though the car broke down after 6 hours. Lesson learned, we are now a two-car family.

So again I have spent the last two days trying to hunt down a car from this place only to be told they have no cars to rent and they have no idea when they might ever get one in. Only to call after 5 pm and then again at 8 am as they might have gotten something back. I have called these 12 places so much they all know who I am and my story without me even telling them who I am. All I can say is TERRIBLE Customer service. I have told STATEFARM never to utilize this company. They are now trying to get me set up with a different rental car company since I have no luck with this company. It is a shame I have to be told by the offices they are small and have little to no inventory. We are talking about a metropolitan city not some one horse town. Enterprise please get your acts together and CLEAN up your offices!!!

I emailed and called the area manager whose last name is **. She came on the phone like an angry bully with attitude because I should not be complaining that they lied to me and stole from me. With her cheeky self, she offered me $80 of my money. Upon telling her am going to Facebook and Consumer Affairs, she told me she will not be giving me any refund. I was not refunded the $50 deposit as told and they took over $200 from my account which I would not have known about unless I had checked my account.

Am certain that they have done this to countless people who do not have a clue. This is daylight robbery and something has to be done. ** admitted to me that Enterprise SHOULD have called to forewarn me about additional monies being taken from my account as well as the fact that I was NEVER told that the insurance was daily and NOT $100 for the duration of the rental as I was deceived to believe. All that these unprofessional people do is to irate customers and drive us away. They have no concept of customer relations. Customer service 101 is to first humbly and sincerely apologise. You do not irate customers. We should start a class action against them. They were ordered to repay up to $2 million in insurance prior. They should be forced to do so again.

What they are doing is wrong. I drive long distances on dark roads late nights because of my job. What if that was all the money I had, went to get petrol at 1am after work not knowing they had taken it? They would have left me in a dangerous situation. What if I was driving late with a child or had an emergency and low on petrol? They do not have a heart and neither will I when it comes to them. They MUST be stopped! Neither ** or Lisa at Summer St. have what it takes to get and keep customers. They have typed over the order number on the form so it is not readable. Stupid.

I wrote to Enterprise to complain about the poor service and they offered me a discount next time we used the Cologne Enterprise - seemingly this was just a trick to get us to rebook as when we tried to use the discount they wouldn't give it to us and so booked using a company that we didn't like for full price! I complained again and they haven't even bothered to respond, in over a month and I emailed the Manager direct - not impressed.