Enterprise Rent-A-Car Reviews

On the way back on 10/09/2011, according to the second notice I received next day, I was driving IL tollway 39 at 4:14 PM, and passed a toll with out paying. I was filling my car with gas on US 34 West Ogdan area at 3:30 PM, and after that, jumped to 294 South. I had a passenger with me in a car, who can give a statement to the fact where we were at 4:14 PM, and which tollway we were driving on 10/09/2011. Both charges are scams, and should be removed by Enterprise from my credit card account. My legal representative contacted the Illinois Tollway Administration Office, and they could not find any violations related to the license plate of the vehicle, or daytime and tollway location. I will never rent from Enterprise again in the future, and will never advice other people to do business with this company.

So at 3:00 am I authored a letter to Donald ** the Vice Chairman of Enterprise Holdings. This is the company that owns Enterprise Rent A Car. I assume that when he did his research and saw that we are a class action litigation firm at Western Capital that he contacted his risk management team (his name was Keith **) whom called me at exactly 8:59 am PST inquiring into our problem. Within 8 hours the company determined that the error was bona fide and that all of the funds would be returned. The following is the text of the letter:

“To be filed with the office of corporate counsel for enterprise and the office of Donald ** as well as the Federal Bureau of Investigation, Credit Card Fraud Unit, Las Vegas Metro police.”

He also said that since there was a rental on September 18, 2011, that they were given access to the card. We explained that the car broke down and I am now turning this over to legal. We will contact the FBI and file a formal report of theft when the charges post.

Although this should not have happened, we recognize the efforts of the Enterprise organization to remedy this problem in a prompt manner. We now consider this matter closed and will post this for our readers and viewers at **.

After contacting Enterprise insurance company, RIS (Rental Insurance Services, Inc.), I was told that they were denying my claim. Now, any reasonable person would know that they are responsible when the truck was identified, with left over logos on the side from another business that rented the truck, and the name of the person who rented that truck on that day. The big business gets away again. Shame on Katie **, the claims rep, and Enterprise for condoning such criminal activity.

We got a letter in the mail from Tina **, recovery specialist, that we owe $194.00 for the damages, and failure to respond to pay this amount would also result in additional collection activity. I wonder, do they sleep well at night knowing the company is getting rich on our hard earned money? Our bank even charged us an additional $15.00, because the check was dishonored. They had already refused to give us our deposit back in December, so why give it back and dishonor the check? Was this meant to be funny? Never will we rent from Enterprise again. I had to pay $294.00 for one tire rim.

Everything was fine. Then I get a call a few days later saying that we dented the roof. I said that no we did not, the car barely ever left my driveway! They returned our $50 deposit and now over a month later, I get a letter saying they are investigating the damage. They have not tried to charge us yet. Will they just charge my card? Or send a bill? Can we dispute this? The roof on Enterprise Rental cars seems to be a popular place to get damaged. This has scam written all over it. I have a lawyer for the accident. Do we need one to fight this? I am going to call the Enterprise office we rented from tomorrow and ask to speak with the guy who did the walk around.

More than a week after (Dec10-20) the long fiasco that strung me along to believe a car that I was interested in purchasing was being delivered (twice), only to be told a week later that it had been sold to someone else. I had filled out a loan request November 21. But it was never sent to my credit union. I faxed over the loan request I filled out November 21 to my credit union on December 14. No one at Enterprise cars sales contacted my credit union, although I was told they were processing the paperwork and were ready to deliver the car (twice).

I spoke with the sales agent Frank **, area manager Sacha ** and regional manager Ron **. They told me they were “sorry” and offered me a $50 gas card for my inconvenience. I will be filing complaints with every government agency that deals with auto sales. If you have any information that will help my situation, I would appreciate it.

Upon my entrance, the agent advised one just arrived and apologized that the vehicle was dirty as she did not have time to clean but she thought is was "not that bad". I went out with another agent and it was a Jeep. The vehicle was iced, not warmed up, very dirty, sand and salt all over, we did a walk around but it was hard to see. The agent did write a spot in the windshield, but I was so upset, did not realize that he circled spall and not cracked. Agent left and I was sitting for 15 minutes waiting for this vehicle to warm up.

I rushed back to my work as not to be late for my meeting. I called the local Enterprise manager and advised him of the coffee spilled in the console which was now all over my sweater, the smell of smoke was unbearable and empty cigarette pack on the floor! He advised he would swap this vehicle out for me, never heard from him again. Four days later I returned the Jeep and was told by an agent that there is a crack in the windshield that was not reported on the inspection sheet so I am responsible to replace the windshield. I don't know if the original agent who did the walk around just did not circle cracked on the sheet because he did not see it since the vehicle was completely iced or if he made the mistake of circling spall instead of cracked?

When I refused to sign the papers assuming damage responsibility, the agent totally insulted me stating this was my fault I did not return the vehicle the same day when noticed the crack and that if I refused to pay they would be putting me to a Collections Agency (very rudely!) in front of other customers and agents. I have not paid and I am extremely upset with Enterprise.

Nope. Past forward 20 days. My car is still not fixed so I'm still in the rental. Today, I received a message at 11:30 am, a half hour before they closed, due to Saturday hours, indicating they had billed me for the "coverage" for my car at $16.99 a day. They'd done so without my permission. I hadn't gotten a call from them since the initial rental, though they claimed they'd done so. Now I'm out $300 and go figure, can't talk to anyone because they're closed on Sundays. I'm livid. I will never, ever rent from Enterprise again. It's exactly that, a business enterprise, there to make up for their cheap daily rental fees by gouging the customer in other ways. Allstate should not do business with them either. In fact, should Allstate refuse to go to bat for me, I will drop them as well.

When I returned the car, Enterprise asked me to pay the damage. I described the initial crack when I picked up the car. The Enterprise store manager, having a very bad attitude, said that she could not find the crack in the rental agreement and asked me why I did not mark the crack in the rental agreement. I said that the crack was near the bottom of the windshield and difficult to see.

Upon inquiring about rental fees, the branch reps were the absolute coolest, nicest and empathetic people I’ve met all month. I would have without a doubt rented from them again based on their attitudes at that time. I reserved the vehicle over the phone before I came in. I spoke with a branch manager and told him I needed the vehicle for one day. The branch manager not only upgraded me to a larger sedan at the same discounted price but he told me since I was a Progressive customer then I had until 6 pm to return the vehicle and I would only be charged a day as opposed to the normal 12 pm drop off time.

I needed the car for one additional day, so I called Monday afternoon and asked another manager for an extension on the rental. She did so in seconds. I asked her if the same 6 pm drop off perk still applies; yes, she confirmed, verbatim, what the other two gentlemen said.

12:45 pm Tuesday, we returned the vehicle to another location the next county over and are presented with a bill almost $100 higher than expected. First they charged us $48 for the gas option and we’re told it was a flat rate assuming we returned the car on empty. I told him it wasn’t even on half a tank and said I would send my wife across the street to put $20 in and fill it up; he basically said it is a non-refundable option and I’d waste even more money by sending her.

I then noticed they charged me for 3 days. I told them I had it for 2. I picked it up Sunday and they told me I had until 6 pm Monday to bring it back before I’d be charged an additional day. He said, "Because I had the Progressive perk they bill by calendar days instead of hours." I asked him how is that a perk? I had it Sunday to Monday and Monday to Tuesday. I am bringing it back literally less than 48 hours later. How is it a perk if you are just going to charge me for 72 hours?!

He put me on the phone with the Turnersville office and I spoke to the same guy I spent over 40 minutes face to face with on Sunday. My jaw dropped when he backed the "calendar day" rationale. I almost flipped, "Don’t tell me I am wrong and confused when 3 different people at 3 different times tell me verbatim one thing and this bill reflects another!" I asked him, "If I picked that car up Sunday and brought it back Monday under the hour standard, I’d be charged for one day, right?! But I am 'privileged' and have the luxury of returning it 6 hours later and in turn be charged for 2 days?!" He said, “That’s how calendar days work.” I continued, "So basically, under the ‘calendar day’ standard, to get the most out of my rental, I have to pick a car up at 8 am and return it before 6 pm the same day to avoid being charged for 2 days?"

The associate at the branch I was standing in speeds into the lobby and tells me the manager from Turnersville (the lady who granted me an extension) called and said, "She just told me to charge you for 2 days and get you out".

My initial experience was incredible but when I checked out and pleaded a very logical case, they acted like I was a belligerent old man trying to return soup in a diner. "Shut up, take what you want and get out!" was the attitude they had at the drop off.

Be careful with Enterprise. Don’t sign up for anything but the rental itself. And say no to calendar days!

We didn't really want the Sienna, we wanted the Chrysler but they said it was too difficult to get the keys so Josh just took the Toyota. He walked around the car with the woman working there and pointed out to her a scratch on the side of the car and on the hood. For some reason she noted down the scratch on the side of the car, but she said the scratch on the hood is not significant and even though Josh asked her to write it down she kept saying no, we don't need to, that's not a significant scratch. They never took a credit card deposit and we didn't realize it at the time, only as we were driving back to NJ Josh mentioned, "you know they never took my credit card info".

The car was being paid for by Geico, the insurance of the party that hit our car and yet they insisted that they need our insurance information written down. They forced Josh to write down our insurance policy number. I have rented cars many times before and I have never been forced to write down my insurance information at the beginning of the rental! As soon as Joshua brought the car to me I noticed the scratches right away, I pointed them out to him and he said, oh they said it's not significant. We had the car for about two weeks. When we returned it to the NJ location, they immediately pointed out the scratch on the hood and said we are responsible for paying for it.

This is wrong! It was there when we picked up the car, we did not cause the damage, it wasn't vandalized, it was simply there when the car was picked up! Now the manager says he has no record of the scratch on our papers or on any previous papers, but that does not mean it is our responsibility! This is outright stealing from us. We don't have any other resort, I can't ask my credit card to cover the expense, because my card was never charged to begin with!!! I refuse to pay this fee for a damage that was pre-existing, it was there when we picked up the car. The manager said this is the reason why he was reluctant to let us return the car to a different location, because of this type of thing. That is simply outrageous. If I keep on getting letters that I need to pay for this damage that was pre-existing, I will have to seek further redress.

We complained and were told too bad. Allstate told us to call Enterprise but that company was no help, refusing to waive the charge. I made a complaint through the State Attorney General's office to which Enterprise refused to answer. Allstate told us Enterprise knew the added coverage was not needed, but sold it to the 18 year old anyway. Now, they are threatening collections and overall, been very nasty dealing with me. I will never use Enterprise again. In my mind, they are thieves at best.

We were told that we signed a contract showing no dents or scratches. We had to pay for damages. My husband said no, and we were told if we did not pay for the damages, we would be place on the national do not rent list, and our deposit of $100.00 will not be refunded. I was told by the manager, that I must have made a mistake, and hit something, or in other words called me a liar (I 'm 54 years old). This whole situation have been very upsetting. If I had hit something, I would have said so. That's why I have insurance. Never have I been treated in a manner such as this. I think Enterprise runs scams, and I will never rent from them again.

Several days later, I was advised that the cost was $500.00 from your Atlanta claims office. I called the claims office and they stated that the claim was submitted by the Hamilton office and they could not adjust the bill. I have spent over $5000 in this rental office in the last year. I did not even have the opportunity to see the scratch; also, maybe the car wash made the scratch. I spoke with my insurance company and they will not cover claims under $500.

I rent all my cars from Enterprise for business travel. Based on how this was handled without me seeing the damage and the office not bringing this to my attention immediately (only after the car was washed and handled by others). I'm asking that your office resolve this minor claim based on the events and my long term customer usage. I can be reached by email: **. I’m sure Enterprise management will do the right thing and resolve this issue. Thanks in advance for your time and support of long term customer.

The next Friday after calling several times, I needed to be back in College Station. I had my family with me, and we drove there together, and on the way, the car's wheel was shaking. I was going to go the store, when we got back into town, but we were running late, and had to get across town to drop my son off. It was now dusk, after hours, and I dropped my son off, and started to head back to my house. I had only been on the road back home for a bit, when the tire blew out, and tore up the wheel well.

I called to have the tire changed and was charged for that. The bad news was, the wires were exposed, and the guy told me not to drive, because there could be a fire. So I then had Enterprise send a tow truck, and pick up the car, and bring me a new one. The very next day, the first time to get in the car, I took off, and about 1 mile from my house the check oil light came on in the new vehicle. I then had to try and get that vehicle changed out, because I was to be in the car for another 30 days. This time I went straight to the store, and exchanged the car. The third car was a 2011 Hyundai Elantra, and was very nice but within 3 days, the tire pressure light illuminated.

After all of that, Enterprise has now sent me a bill close to $1,800 for the first car, and are trying to sue me for the "damages" to the first vehicle by stating that I wrecked the vehicle. I contacted DRU. Their story of what happened was nothing close to the truth, nor was it even the correct side of the vehicle so I filed a dispute. After a month, they have just called, and told me that I am still liable and want their money, because they checked the service records and the car was kept up, as it was suppose to.

There is no way the tire was defective, or not safe, just because the service records indicated so. Also, Enterprise, I guess the other two vehicles were also maintained properly as well, even though the check oil light, and tire pressure lights illuminated on both? Goodluck getting a dime out of me! Your vehicle was unsafe, and myself and/or my son could have been seriously injured, or killed, had the tire blown early that day!

Considering other reports of false damages we've seen and the complaints of inflated bills, we decided to fix the crack at a shop of our choice. My fiance returned the car and explained to the manager we did the repairs since we would be wrongfully billed anyways. Here we are, two months later, looking at a bill for a repaired bumper sent by Enterprise. We're fighting this one, knowing the car was repaired and didn't need to be addressed any further.

Interestingly, I rented a car from Enterprise at a different location and it too had damage on the rear bumper. That bumper had a puncture in the shell about the size of a pinky fingernail and was in a more visible location. The agent at that location said she doesn't mark that type of damage. Just to be safe I took pics before leaving the lot and after returning the car this time.

Recommendation: Take a video all around the car before leaving the lot and get the odometer reading so there's no way for them to contest the validity of your video. Do the same when returning the car since I've seen other complaints that damage was done after a car return.

It is my view Enterprise Holdings has a business practice to charge low rates but make it up on bogus damage claims at the end of the rental contract. The manner of the check in and the conduct of the agent was so irregular that it was clear to both my wife and I that this was an extraordinary effort to find a known but unobservable claim and thereafter, try to get some extra bucks.

As a lawyer myself, I find this conduct fraudulent. I am providing my experience with Enterprise Holdings and both its California and Oregon subsidiaries, to the District Attorney of Santa Clara County, CA and the District Attorney of Multnomah County, Oregon. It is my observation that this scheme goes on everyday and is a ritual that is taught to customer agents. Only a serious criminal inquiry will get the attention of the bosses in St Louis to what is going on in the field.

I have been a client of theirs since 2006 to the present. What set off this story involves the following factors; prejudice towards class, negligence, fabrication, extortion and denial, (willfully blind).

I'm drafting the following in order to bring to your attention the following experience(s), prior to opening and closing a rental agreement at the Queen St. location in downtown Ottawa, October 28/2011.

My agenda isn't aimed to have an employee reprimanded, publicly expose or gain financially through retribution but to put an end to defiance that Enterprise and all the employees work to achieve the status that's make your company ahead of your competitors.

I hope the matter can be resolved through you not only because of your level with Enterprise but also the customer relations you and also the vast majority of the Enterprise employees plainly have exercised in my past agreements, (approx. 20), at your prior Laurier St. location but mostly at the YOW and several Brockville location(s) between early 2006 and last rental being November 6th, 2009 in Brockville.

I will keep this as brief as possible so that you can ask me for further details if you so choose. I again would like to formerly thank you for your assistance on October 28th /11 at the last possible minute after being rejected by Mr. Ahmed ** rather wrongfully after explaining I had provided him with all the criteria as described by Mr. Norberto ** earlier in the week via telephone which include phoning him back to confirm what I would be bringing with me in order to avoid delay and or denial.

I entered the Queen St. location at approx. 4:45 PM and spoke with Mr. Ahmed **, I will now on refer to as Ahmed, as Mr. Norberto **, I will now on refer to as Norberto, was seated to the right ease dropping in an obvious manner. I was polite and explained I would need a full size from now until Tuesday late afternoon and would be using the cash deposit option this location this accepts. Ahmed read my credentials and deemed me unacceptable for I required a pay stub in addition to the two current documents and therefore he could not be approving me.

I calmly explained that this is what I was instructed to show by the location and in and in light of the what I believed negotiable situation, I tried my hardest to reassure Ahmed by increasing the deposit to $500 and pleaded my urgency to be in Toronto to see my daughter, (and also my civil lawyer which I didn't mention but I will mention it to you without prejudice later in connection with the Brockville location), that I only have access to through parental rights and visitation and it has been an ongoing legal struggle to have Ahmed reply, "It's my **."

Back tracking, as for my response to the pay stub, I explained as Norberto listened, I had endured head, neck and shoulder injuries while residing in Key West Florida in 2002 and my main income was from the Canadian Government which was followed by the silence and a feeling of shame, (I'm still doctored and medicated for the injury, I was assaulted by a group of intoxicated spring breakers that could of caused death easily from the injuries I sustained but being tourists, it made it increasingly difficult for police to make an apprehension, instead, they delivered a KWPD football helmet to my hospital room to cheer me up to which it truly did but I never gave details to my current condition to Ahmed and Norberto as they seemed unsympathetic and or judgmental.

Upon Ahmed's need to show concern for his rear section, I very kindly requested if I could speak with a manager and politely explained not to attempt to go over Ahmed's head but to protect his decision, Norberto tilted his head up from the floor and intruded in our conversation saying that the manager had left at 1PM for the day as Ahmed listened idly.

Exhausting the above, I returned home and phoned Chris at your Clyde avenue location just before closing learning that Ahmed was indeed the manager and he could not override his location. Chris was also kind enough to explain he had nothing available without me even asking.

In January 2008, I had rented a full size from the Queen St location, upon leaving I noticed an indicator was lit up in yellow shortly into my drive but assumed it may have been something to do with the blizzard that had just commenced before leaving the location and attributed it to traction control, learning later the sensor indicator was indeed relaying a low tire pressure warning that was new to everyone at that time.

Upon merging on the 401 westbound, the tire shredded forcing me to drive along the shoulder to the next exit being Brockville, (Brockville was new to me then, I lived in Prescott from Oct 2009 until March of this year, even running for town council in the past 2010 municipal elections, (finishing with almost 15% of the vote but not enough for a win, considering I was still very new to the area, it was a great learning experience).

Chris had the vehicle inspected after returning it the next day and found that they had made an error by releasing the vehicle thus refunding my rental and giving me a free rental to use in the future, never meeting Chris or shaking his hand in appreciation for going above and beyond. A true gentleman that executes true honesty is the opposite of what I experienced this time.

Just prior to leaving the Queen St location rejected, Ahmed instructed me to try another location knowing I was on foot and it was now after 5pm. I left the location knowing internally I was judged for my financial status to say the least, turning back and peering through the window and seeing the pair talking and laughing, Ahmed shaking his head from side to side which confirmed the bias and prejudice agenda.

Upon returning home, the YOW location, (after speaking with Chris), instructed me to contact you, to which we spoke 45 minutes later, (approx. 6PM), (I was to phone you if I didn't hear from you). Upon following your instructions, I chose to return by taxi and exited in front of the location, knocking on the glass several times until a middle aged dark haired employee came from the office pointing to the west in speaking something through the window. Then a female customer arrived next to me to make a return forcing him to unlock the door, naturally she was served first although I would have insisted never the less. Ahmed then served me not saying anything but I remained polite and appreciative.

I tried once again after signing the inspection sheet by shaking his hands to which he did but shifted his eyes away from mine then walked away as I started the engine.

The comfort level of the vehicle for a full size was insulting also but being the time it was, I myself was behind schedule by two hours. Upon reaching the ticket machine, Norberto directed me to stop immediately! (Scaring me literally by his overly projective demeanor as he ran in front of my stopped vehicle with his right hand elevated). He literally ordered me to return the vehicle due to a scheduled oil change to which I complied and stated that it was imperative that I would need a vehicle with more comfort to which I was given in comparison.

I transferred vehicles, Ahmed once again being silent but giving me 1/8th of gasoline after mentioning the discomfort of the primary vehicle and the further delay which was now becoming worrisome. I instructed to Ahmed that I needed to retrieve my contract from the primary vehicle but he insisted that I not worry about it and go on my way. A proper inspection on my part was not done wanting to leave the location as promptly as possible.

I used a pressure pen and equalized all 4 of the tires as to the PSI specs found in the drivers manual, (careful not to over inflate the tire and prior being a car and boat detailer under my own business name, became fairly aware of dos and don'ts pertaining to not only vehicles & vessels but more importantly public and customer relations).

I kept my eye on the tires as best as I could, contributing the temperature changes to the incorrect tire pressure(s) and after reading the manual upon departing to Ottawa at approx. midnight October 31st/November 1st , I determined the sensor would indicate any dangerously low tire pressure as I learned from what could easily happen from the 2008 mishap. I even in order to make sure the vehicle was equipped with the option, noticed the yellow indicator light up briefly when starting the engine, which assured me in the event of a slow leak.

As I wanted to drive directly home departing so late from my meeting and dealing with court clerks office, I caved approaching the Flying J truck stop in Nappanee and decided to exit for a cigarette and maybe a bite to eat at their Denny's restaurant. Please keep in mind that OPP were out in full gear stopping motorists being Halloween night, I assume so I had set the cruise control to 105 KPH, eliminating speed being a contributing factor. I exited the ramp slowing down well before the turn, (I would consider it a sharp turn which explains the 40KPH speed limit), as I cornered in a right direction, the back end of the vehicle gave outward with the gravity causing the loss of control, barely striking a reflector pole and barely hanging on to the road and shoulder surface before completely driving off the embankment.

I noticed upon exiting the vehicle after straitening the vehicle evenly for safety,( scrambling to find the hazards button in the panic I was in), I noticed the drivers side mirror was damaged and the tire was extremely lower this time. I then decided to drive slowly into the truck stop and park in a well-lit area so I could assess the situation before calling Roadside for help, (and after calming down).

This is where it begins to become very questionable as a client and perhaps as upper management for Enterprise. I realized that the roadside and other contact phone numbers were left behind in the primary vehicle after intensely looking but realized I had use of a payphone and 411 in the facility. I purchased a long distance card and phoned what I believe was the Queen St location and was directed to St. Louis roadside assistance for Enterprise. The phone rep was kind but not effective after explaining what had happened and where I was, I recorded the reference number pertaining to his notes and identity). He advised me that he could send a tow truck to assist but I would have to pay $49 plus tax in order for him to initiate help. I then in shock from the collision and now feeling extorted and being taken advantage of in my state of mind, I then told him that would attempt installing the doughnut even though I only had a light jacket and suffered from chronic pain that would be severe if I strained my upper body especially in the now freezing temperature, just to have him apologize unconvincingly.

I then requested the next Enterprise location from where I was, (I would of thought Kingston), as he placed me on a soft hold then returning and asking if I knew where Brookville was? I said, "Yes, you mean Brockville, what are their hours of operation?", placed on soft hold again. He stated he thinks they are open at 8:30am but cannot be entirely sure. I asked if he was being serious and if he understood the seriousness of my situation, (after he learned that I would only call back for assistance if I couldn't manage repairing the vehicle myself).

I then took pictures of all the damage, the near empty tire and began by reading the manual after seeing the kit provided in the trunk, (confused, scared, cold and now in mild pain and in disbelief my coverage that I had purchased did not cover roadside assistance, no matter what I asked the rep, he wouldn't give me a straight answer about anything except that my coverage did cover the damage from what he believes).

With no exaggeration, it took me 2 hours to replace the tire, (keeping in mind I had to read the manual, which stated to place the emergency brake, loosen the lug nuts and place the lift directly under the triangle underneath the frame which is located 4.5 inches from the rear wheel well. The triangle was beyond the 4.5 inches and to be sure, I attempted to place pressure using the lift at exactly where the symbol was placed which caused the plastic frame to begin to fold from the pressure, quickly stopping and re-assessing the problem with limited visibility). That was the easier part, even after locating the correct spot using my cigarette lighter, on my back on the cold asphalt, trying to make sense from the data.

The hard part was loosening the lug nuts, I don't know who torqued them but I can definitely say when you have to jump with all your weight on every single nut, which means slipping and bruises covering my right ankle and chin area, (photos upon your request), from slipping constantly, the nuts were not torqued correctly and having no doubt as new as the car may be, this was not done at the factory. I arrived approx. at 8:45am at the Brockville location to where I was greeted by nice reps. I explained what took place, the sensor failure, the road side extortion and the chaos and stress I endured from it.

The male rep who was acting professional asked me if I was able to continue driving as they could both see I was visibly shaken up, (as I noticed he was arranging the vehicle to be taken to the shop immediately while they had a minivan idling for me to get in and go). I responded no, I don't think so, let me walk around to regain my senses, as I lit another cigarette trying. I then decided to just go and proceeded into the still idling van and asked what do I do about replacing the fuel for the van, (considering I was to return the car at 3/8 but was at ), which wasn't a concern before, he instructed me to fill it to before entering the vehicle noticing it was just over half, (fine).

I then almost left without my belongings from the confusion, I don't know what I may have left behind but I know I can't locate the inspection sheet, leaving it in the center console of the car. I've driven Ottawa/Toronto many times, I was so distraught, I missed the 416 exit completely and didn't realize I had until I saw a Welcome to Cornwall sign, that's when I knew I was defiantly in no condition to operate a vehicle.

Upon returning home at exactly noon, Kim promptly administered my medication and massaged my neck and shoulders for a length of time as she has time and time again from my chronic pain that can be very overwhelming.

I then knew this wasn't the end of the ordeal but before closing my contract inquired about the status of the sensor and or any data that he could provide me with but took that as a further opportunity to say he had been briefed and stopped there.

To cut on details and I would be more than happy to re-account every one either through draft or a resolution meeting perhaps, Norberto was beyond rude but did everything in his power to start a confrontation which included every type of social trauma he could execute, it was a truly disgusting and pitiful attempt to hurt me but never the less he sent me beyond right back to what I felt before making it home. I tried to make him understand that he shouldn't treat anyone that has been through an traumatic ordeal and to stop placing judgment on me regardless of his justification but he continued laughing and yelling, so I continued allowing customers to please go ahead of me in dis-belief which angered him more.

I then picked up one card of the rack for each employee and asked if Tim ** who from now on I will refer to as Tim, senior rep was present? Norberto without stating I would like to speak with him, swiped the phone receiver and requested that Tim come up here for he was needed, slammed down the phone and completely disregarded me.

Tim happily came up and asked how he could be of assistance and allowed us to meet in private in the office. As we were getting seated and shook hands, Norberto opened the door and demanded that Tim remember not to say too much (! ), then slamming the door, which indicated to Tim whether he was on an agenda or not, Norberto was out of control cut and dry.Tim and I spoke of the same things I claim to have happened, Tim listened more but displayed a very genuine concern and seemed unhappy with Norberto's rage and games.

We agreed on several ideas such as I needed to remain calm and get rest to when going back out there, I acted like nothing took place between Tim and I, therefore upon exiting the office, I said to Norberto, just close my contract, so he could be under the thinking that I was a nobody. Tim stayed and observed quietly as Norberto totaled me out at $365 not the original $265, I calmly mentioned the error and said, "Oh yea, two sixty five", no apology, wanting me to react and play his game and in the state of mind I'm under at that.

I calmly walked over, folded the document and before exiting commented, "No, I wouldn't be needing a drop off but thank you for asking, although he had not, as I walked to the door to exit. I heard him mumble something to me, I stopped and turned my head to him saying, I'm sorry? (the comment caused me a sharp pain in my inflamed neck but from being that worked up, I didn't think not to), and just to have Norberto reply, "Have a nice evening", with a grin on his face. I didn't react and continued to exit for what could have been considered my protection at that point, witnessed by Tim.

I hope we can have a meeting in this serious matter if you deem it productive, in hope of never having a repeat of this liable behavior from the mentioned Enterprise employees. I realize the length of this drafted claim but its function is not meant to be legal but rather a means to a resolution for me and future customers. I hope you understand and agree.

I ended up paying more than double, which was not in my plans. Enterprise offered no compensation, only advised me of some other companies to try. They lied and stated that they called to leave me a message the day prior, but my voicemail was full. I had my phone with me at all times and did not have any missed calls.

(1) the Enterprise associate (a management trainee) was not professional about my right to waive the optional insurances. I do not mind if the agent does a soft-sell for extra insurance, but if a customer wants to decline it , then he should not be spoken to disrespectfully in front of other customers as I was. I am insured with my own policy and I am using my credit card and signature as collateral.

What is this about? I had to walk back home to get my print-out of the Travelocity reservation and price guaranty. Then it was treated as an oversight.

(3) The whole point of renting a full size car is for the larger trunk (to fit plastic tote boxes into). What they directed me to was a Chevy Malibu which is not a full-size car. The manager tried to insult my intelligence by telling me that it was a full-size. The trunk was too narrow for me to use. I was told that I would be getting an Impala or similar.

Hey, I understand that reservations get fouled-up sometimes and that working with the public is often stressful, but I feel like the employees here (on that day) were turned-off to their customers and tried to use a few dirty tricks on me. In the end, I resisted because I felt angry and insulted. So I said No, Thank You and walked out. Unfortunately I had to use my own ailing car for that road trip to New England and it pretty much ruined the whole trip.

I rented a 2012 Fiat 500 from August 31st to September 4th, 2011. Joseph ** led me to the vehicle, stating that the car was almost brand new with just over 2000 miles. During the initial inspection of the car, observable damage to the interior and exteriors such as scratches and a few slight scuffs were noted. There were no incidents while I was in possession of the car. Upon the return of the vehicle, the waiting attendant noted the odometer and did an overview for evident damages. There were no new damages. I was given a receipt and was assured that I could proceed into the airport terminal to catch my flight.

Upon returning home a week later, I received a letter dated September 8th, 2011 from Enterprise Damage Recovery Unit (DRU), in which the Chicago Midway Airport rental agency claimed the roof was damaged. As I deemed there could be no fault on my behalf, I disputed claim #01939846 and notified both my insurance company and credit card company. On October 5th, 2011 DRU denied the claim dispute and since then, my primary insurance company has provided all necessary information to the Enterprise Damage Recovery Unit (DRU).

October 18th, 2011, I received a claim invoice for damages totaling $1,008. I am deeply disappointed and, of course, surprised. Firstly, if there had been obvious damages the rental agency has described to the roof of the vehicle at the time of its return, both the agent accepting the vehicle and I would have noted it. Is it common practice at Enterprise to have a customer return a rental car, have it inspected, given receipt of its condition before leaving the premises, and one week later issued a notice for damages? If so, what is the point of having the inspections before and after the rental? Moreover, how can I in good conscience remain loyal to your establishment or continue to recommend your services to friends, family, colleagues, and my own customers alike. I hope in response to this letter you consider how loyal customers are retained or lost.

It was written at the bottom of my copy. Every time, I took the car to renew the rental because my car was not yet found. The fee went from $28.75 a day to $45.16 on the last day. When I asked why, I was told that I may take it or just leave it, basically. When I was done, I paid a total of $902. When I asked about the $100.00 that was to be reimbursed to me, Michael said that it had been absorbed. When I asked for a read out of the absorption, he just laughed. So while on my way, I went in my stolen car which the insurance company still has not paid anything on. I was not happy at all and when I was telling my friend on Facebook about the shaft I got, she said to see if I could write a complaint and so here it is.

Our minivan was not returned to us for 12 days, and when it was, we returned the rental car. We were then hit with a $411.11 charge to our credit card for insurance for the 12 days. No one ever contacted us to say that once the dealership assumed responsibility for the rental, we would be responsible for the additional insurance. We contacted the Easton office and the manager stated that it is "an open-ended contract" and we were charged for the insurance until the car was returned.

She would be willing to credit 50% of the cost back to us. We never agreed to the insurance for the duration of the rental once the dealership took over, and I tried to explain to the manager that once another party took over the contract, the original contract ceased, and we had no further liability. We explained several times that we had no problem paying for the one day rental insurance which was the original terms of the agreement, but the manager kept repeating that we had "an open-ended contract." I have filed a formal complaint with their national headquarters for the way we were bamboozled.

This couple had flown in from Chicago to pick up their son at the airport, who was arriving after serving in Afghanistan. I wanted to drive them myself because they were going to not make it there on time. They took them to the airport where they hope they can get a vehicle. My point is though the employees are very polite, they must be told to push the large vehicles, not actually get a vehicle from another facility because their own would not receive the share. If a facility cannot provide then close them. It wastes people's time to be taken to their store. Now, I attempted to complain on the Enterprise site, their complaint screen takes your personal information, but never moves forward to let you email the complaint to them. Customer Service and caring are out of today's society and look where we are headed.

We are forced to use Enterprise because our insurance gives the discount and that is what we get.

I kept the car one day too many and it made me overcome my deposit. I went over $49.00. I gave them my spare phone number to call if they could not reach me on my cell. They put in the wrong number and was calling the wrong phone to discuss if I was coming in with deposit. Next thing I know that morning, I woke up and the car was gone. I called corporate and he told me that sometimes they can't take a chance of losing the car. I told them that if they searched my rental history, they should be giving me a free car.

After this, on the next day, I needed to get my items out of the car; my cane, handicap sticker, phone charger and a cd. When I went to go pick it up, they could not find any of those items.

They offered to give me my $49.00 back, and so I rented another car for the weekend. It was stinking and the worse car they had on the lot, which were not any. They did tell me the next morning that I could call and check to see if they had another car. I was unable to go and check due to illness and I just didn't feel like arguing. They still don't have my sticker and I really believe that they owe me more than $49.00 for what they've lost.

I subsequently received a letter requesting insurance information. I disputed the claim and notified my insurance company and credit card of the claim, and provided insurance information to the Enterprise Damage Recovery Unit (DRU) via email. I received a claim for $1,400. I disputed the claim again by calling the DRU. I am in the process of sending a registered letter to Enterprise, the body shop used (Girard Ford 450 West Thames Street, Norwich, CT 06360), and the State of Connecticut Department of Consumer Protection disputing the claim and requesting copies of the actual bill for repair, the payment of the bill, and history of similar claims.

I drove the car straight home and parked it in our driveway. Two hours later, I received a call from the auto repair shop, telling me that our car was ready a day and a half early. So later that afternoon, I drove the Yukon to the repair shop, picked up my own car, and drove home (Enterprise and the repair shop are in close proximity to each other, and Enterprise has a drop-off arrangement with the repair shop). I drove it twice that day, for a total of 5.5 miles. Since the agreement was for unlimited mileage, it did not occur to me to check the mileage on the rental agreement before leaving, and I returned the car with the gas gauge where it was when I left.

I expected Enterprise to mail me a receipt, but they never did. After a couple of weeks, I went to the facility for the receipt. I was shocked at an extra $25 charge. They claimed the car had 50 miles driven by me (as I said, I retraced my steps and it was 5.5). Although they did not charge for mileage, they charged me for gasoline at $5.00 per gallon (for a car that got 10 miles to the gallon). I told the manager that that was impossible! I only drove the car home and returned it to the repair shop! He refused to admit an error on their part.

When I got home, coincidentally, our State Farm agent called to find out how the entire repair process had gone. Funny, you should ask that today, I told him and conveyed the story. Our agent called on our behalf. The most the manager would agree to was a 50% write-off. He said in their notes that I told them about how I needed the car to pick up my children from school (my children have all graduated from college).

Overall, I came away with the impression of a shoddy Enterprise, looking for false ways to boost their profit margin. I found it a very sad commentary on the business and especially distressing since Enterprise leasing has their headquarters in St. Louis.

Enterprise Rent-A-Car personnel also violated the trust of a customer and their rights for confidentiality by giving private customer profile information to an unauthorized person, namely me. Manny, the West Palm Beach, FL branch manager, read out loud the full name and telephone number of a customer from their records. He then showed me the computer screen with the customer's private customer profile information displayed. The screen showed things such as full name, address, phone number, last 4 numbers of their credit card, etc. If employees like Manny can feel free to violate customer privacy whenever they wish, how secure is my information or anyone else's who has rented a car from Enterprise Rent-A-Car?!

I presented my concerns, in person, to Thomas **, Regional Vice President for Enterprise Holdings. I asked him how he would feel if someone gave out information about him. He stated that he would not be very happy. After our meeting, he advised that he would call me back later that afternoon. I have not heard from him. It appears that my concerns have fallen on deaf ears and the problems have not been resolved. And it appears that they do not care.

I tried to call Mr. Andrew Taylor, CEO of Enterprise Holdings. But I was told repeatedly that they do not give out phone numbers for security reasons. But what about a customers security and losing our privacy? They have no problem reading off a customer's name and phone number for the whole world to hear! I did send an e-mail to Mr. Taylor but did not even receive a response from him.

Today, we are so concerned about our privacy to guard against things like identity theft or harassment. I think it is unconscionable that a company would be so lax when it comes to protecting this type of information. Not to mention, they are allowing cars on the public highways in less than perfect mechanical condition in a blatant disregard for safety. And they are putting profits before people. I would strongly recommend, to anyone considering renting a car, not to use any of Enterprise Holdings companies (Enterprise Rent-A-Car, National Rent-A-Car, Alamo Rent-A-Car, or WeCar) and look for a different company.

Two weeks after, I turned in the rental, and I got a letter stating that they found damage of Wite-Out painted over some scratches on a white car! Included was a bill for $900! I disputed the claim with them, because they never showed me the damage prior to fixing it and then just sent the bill. This is absolutely ridiculous.

I finally got the pictures, and there is no way this would be called "Major Damage" and never should cost $900 to fix. They have now gone to my insurance company to report the bogus claim.

I know that asking for bills, cancelled checks, etc., is not industry standard. I have also never been asked for a security deposit in addition to my credit card number. I feel I was treated like a criminal. When they refused to rent me a car, after my reiterating that I had an out-of-state funeral to attend and needed to leave quickly, they said, "Sorry. Oh, by the way, would you like a ride home?"

He slandered their names and falsely reported the incident. When I talked to his supervisor, he denied that he knew about the report and refused to take action against the manager. When I tried to report to the St. Louis office, the supervisor in the Dallas area called and told me that he was the one to handle the incident. His name was Craig. Craig, the supervisor, also sided with the manager who did acknowledge that he made the report and told me face to face that he reported falsely. Craig told me over the phone that the meeting was "none of my business".

I will be playing the tape of the meeting on You Tube. Stay tuned!

About six months into renting, I noticed that the back right corner bumper appeared to have paint rubbing off. I brought the issue to the manager, Jake's attention, and he accused me of having an accident and spray painting the bumper. This was ridiculous because I took very good care of the vehicle with no accidents at all and I bought this to his attention vs. he bringing it to mine. As well as I told him, if I was to spray paint the car, wouldn't I have done it again?

Also, during the same conversation, he stated that I never told him I was going to have my bank make them credit the mischarge. I have receipts showing zero balance and then this $163 charge appeared out of nowhere. He stated that he won't hold me accountable for the damage, but he can no longer rent me a car or ever again from Enterprise. I had already paid him the $190 at this week's rate with a money order due to a bank mess up. He lied and said it was for the week's previous amount. My receipts showed me at zero balance so I did not understand where he was getting this from? He did not make me sign anything and I returned the car.

I then got a bill from Enterprise charging me for the damage of the bumper $280, with a separate bill for the $160 weekly rate. When I called their Recovery Department the lady was rude and insisted that Enterprise did an investigation and the previous renter did not have any accident. I told her, "Well, I didn't either, so who did?"

I, again, explained the above comments and she told me then she will send this to Collections since I will not agree to the payment.

I am appalled. I cannot believe this company gets away with this kind of treatment. Now, I am going to get a mark on my credit because Enterprise will never receive a dime from me if I can help it! Anyone ever doing a class action law suit agains this scam of a company, I am front in line!

Enterprise came to Ford and drove me to Enterprise. I have done this many times before. When renting the car I explained what Ford said, then he said he hopes Ford pays.

I returned the car 1-1/2 days later to Ford and received a time stamped receipt. I asked the Ford Service Department where to leave the car, and they said, "Outside the service door."

Weeks later, I received a charge from Enterprise for a total of 6 days. I called four times and spoke with, among others, the manager and disputed the bill. Enterprise knew the details and still charged me although they knew I had it for only 1-1/2 days.

After reaching our motel in Rock Springs, WY, we called the Enterprise 800 number and reported the issue with the car. The nice lady told us to go to the branch in Rock Springs, WY. We traded the car and set out on our way to Yellowstone. There was no mention of the damage at that time we returned the defected car. We're not asked and we did not sign anything stating that there was or was not damage caused by us. As far as we knew, we were returning a vehicle with a noise issue from the front end of the car. We quickly returned to the branch because the tank was empty and the car we had turned in had a 3/4 tank full. We were told the difference would be made up on our bill when we returned the car. Then the two women from the Rock Springs branch jumped in the rental car and took off down the road. We went on our way with the replacement car.

4 days later, when we turned in the replacement car in Longmont, we were told that the original car had damage to the undercarriage and muffler and we obviously had taken it off-road and we needed to pay them for the damage. We let them know that we did not take the car off road. Either the damage had been undetected before we rented it or someone else did it after we returned it to the Wyoming branch, for a noise issue coming from the front of the car.

The branch manager will not return our calls. We received letter from Enterprise Rent-A-Car damage recovery unit asking for our insurance information. If you check the internet, you will see there are hundreds, if not thousands of complaints similar to ours in regards to Enterprise. We feel like this is a shakedown and are feeling very victimized.

When asked if it was possible that this spot was missed because it's on the very bottom of a cover that curves under, his response was that he never makes a mistake--at least, he never would have made a mistake with my fiance's rental. There are tiny dots in the contract on the back bumper but supposedly, the size of the marks represents the size of the damage. We'll clean the bumper and see what those dots are all about later today.

We know that this car has been in an accident before, and when pressed to pull the history, he did acknowledge this. How could we know? The driver side headlight points straight down and is only noticeable when driving at night. I am not sure how Enterprise can let a damaged car back in the fleet without a very thorough inspection, especially considering that poor nighttime illumination can pose a driving hazard. Travis says that the prior damage history was just on the front of the car. Maybe there was more than a headlight problem that they missed during their repairs. All I know is that we may be on the hook for damages we didn't cause.

I find it very remarkable that these folks feel that they never make mistakes and nothing gets past their eagle eyes. Kudos for them for doing their jobs to 100% perfection all the time. If only we were all as perfect. (Just to be clear, there's a little jaded sarcasm buried in there somewhere).

The assistant manager said that it was probably done by fists and had to be reported to my insurance. I am 64 years old, retired, and certainly did not damage the rental car. The whole thing was ridiculous and dishonest. Do they provide a step stool when someone rents an SUV and wants to check the roof? After we complained, they did not return our phone messages and were conveniently out of the office, on another line, had a death in the family and other lame excuses.

One of your representatives, Johnathan ** spent approximately 45 minutes with me and helped me locate the vehicle and found that the key was removed from the key purse hook but conveniently, no one "spoke English" and therefore, I was unable get my keepsake back. This made an otherwise wonderful trip end badly. I am disappointed that the employee who took my purse hook did not demonstrate the ethics, integrity or honesty that should always be in the forefront on any business and turn the item in to your lost and found.

I know this was not the most expensive item, but it was a gift and it belonged to me and I want it back. I realized I left the item, but I also returned to retrieve this item within a timely manner and strongly believe that the employee who removed the key from this purse hook should have done the honorable and right thing, and turned it in to your lost and found. I will say thank you to Jonathan ** as I left feeling that he did his best in assisting me in retrieving my keepsake, otherwise, to the employee who stole this item, you have certainly left a bad taste in my mouth against Enterprise Car Rental and shame on you. Nothing good comes to a thief.

They put me in the hospital for high blood pressure and to check my heart, and dent my door, they cracked my window and they expect me to give the stuff back, not until I fix this door and window.

I had reservation for a mid-sized vehicle on Saturday, September 17th. I was told to bring in a utility bill, proof of insurance, and paycheck stub. I was told that I could not rent a vehicle from your company because I had a previous balance on my electric bill. I explained that I am on average monthly plan and during the summer months, my electric bill is huge, but I have a standard payment that I pay $270 and this is what the bill reflected that I owed for the current month.

They requested to see another utility bill, which I showed them my gas bill, which showed a previous balance of $12 and current due was $70. I once again explained that I was on average monthly payment and stated I was on this plan with both my utility bills. I was told that I could not have a previous balance per the corporate office.

So they allowed me to look up my water bill online, which does not allow me to print a bill. All it shows is my current balance due which was $144. I was told that this was too large of an amount to only be a current bill. I told them I have a 36,000 gallon pool in my back yard that I put water in every two days. My water statement showed that I had just paid on the 15th of the month and current amount due of $144 was due by October 15th. Once again, I was told I could not rent a vehicle.

I have never been so upset. I thought that the bills were only used for proof of residency and not be questioned in front of a whole office full of customers about whether or not I pay my bills on time. I was embarrassed that I had to stand there and explain myself that none of my bills were past due. I cannot believe your company does not take into consideration that people are on average monthly payments with their utility bills. I was already putting a $150 deposit down, but yet your company won't let me rent a vehicle because I have a $12 previous amount due because of my average billing.

I asked them to contact the manager and needless to say the lady helping me whose name was Dawn stated she was the manager. I told her then she needed to get her boss on the phone and she refused and said that she is unable to contact her boss on a Saturday. I am sorry, but my husband works for Home Depot and their district manager is always reachable no matter what! I was trying to leave town to get to a family wedding and I had to deal with this **. For a company, this is very inconsiderate and poor customer service.

I took my business to Dollar Rental Car and was taken care of in a friendly professional manner and they had no problem with me being on average monthly plan with my utilities.

After over three weeks, I returned the car thinking all was well. Not only did they take the $50/day from my insurance, they also took taxes out of my account for every day I had the rental. I ended up paying $80.00 in taxes. They never explained that it was a seperate cost (even though I asked). I was told my insurance paid up to $50/day and I was responsible for the rest. I would have taken a smaller, cheaper car if I knew this beforehand. They brought me the car (I never got to choose the car) and conveniently they brought one that was at my limit amount so they could get extra money from me. What a ripoff.

Early Tuesday morning, a representative from Enterprise Rental Car called me regarding the reservation. I called the person back and talked with (Justin) the person that called me. I stated that I made a reservation and needed to be picked up from my home. When I mentioned that I needed to be picked up, the associate begin to tell me that no car was available and he does not know when cars would be available, comments like that. To which I stated that I made a reservation online and I did not receive a message stating "no cars are available. " Also, I needed the car at 12:00, I was not picked up until 12:45, which made me late for my appointment.

Finally I rented the car only to experience a loud sound coming from the driver side back tire, which shakes/vibrates the car if the speed goes pass 55mph. Moreover, when I called to report the behavior of the car, the associate focus on the sound and stated, if I can't describe the sound, how will he know if there is a problem. I told him any car I rent should not have a sound that I need to diagnose. I was truly offended. Due to work obligations I was forced to keep the car one more day. No one at Enterprise bothered to bring me a car to trade, I was stuck using an unsafe car.

My car was going in for Hail Damage repairs. The Enterprise that had set up my reservation did not have the proper car allotted for my insurance, so while the guy with the body shop was waiting on me to get a rental car at Enterprise, the Enterprise representative went to another Enterprise and picked up an SUV for my ride. The car was dirty, CDs in the CD player, under the seat, chocolate in the back of the seat, as well as coke spilt all over the console. I had to go and at this point, we had been there about an hour and a half, and about two and a half hours dealing with the repair shop. When she pulled the SUV up, I already had all my things packed and ready to go, as the person who was taking my car was in the car. We quickly inspected the car and I noticed a scratch on the back side. I was told that it shouldn't matter but it was noted anyway.

When I returned the car, I let the representative know that there was a dent on the front right side which is hard to see. She said that she would run it through their system and it should pull up fairly quickly if there were previous claims on this 09 vehicle. I did not hear anything, and was not concerned, as I'm sure that I didn't put the dent there. I had witnesses who pointed out the dent to me when I got home.

I contacted Enterprise after receiving a letter that I had gotten requesting information regarding my insurance to take care of the loss. I then emailed the Enterprise Care email, they asked questions as to where I got the vehicle and where did I return the vehicle. I had to back track my steps to obtain all the information and during this process, I found out that the representative, who did my paperwork, no longer worked there. I asked that they look at video footage.

I received a call today, less than a week after I disputed the claim, stating that they had investigated and it was my fault, and he had to seek payment from me. These are unfair disputing acts, I will be contacting my insurance for disputing and probably the Better Business Bureau.

I have never had any problems at Enterprise out of the more than seven vehicles that I've rented from them over the years. This car was three years old, dirty from when I got it and the previous Enterprise, obviously, did not inspect the car properly nor did the Enterprise that I got the car from. If it was inspected, the person before me would have definitely been charged a cleaning fee.

Before we left home, I called the Enterprise office and asked if it would be okay for her to pick the car up. The woman said yes and all she would need to show is a credit card for confirmation. I explained we would pay for the car when we return it as we are the ones renting it, we only needed her to pick it up so she could come get us at the airport. That was fine with the office. However, we learned that when my daughter went to get the car, she needed a $600 hold on the car. As she did not have this balance on her card, her fiance gave his credit card instead. That was only the beginning of our financial nightmare. We then found out that since he was the one who had given his credit card number, he is the principal driver of the vehicle.

When we went into the office to get this straightened out and pay for our use of the car, we were given a balance owing of $517.80. Of course, we wanted to know why the discrepancy of the two amounts. We were told that as our daughter's fiance had given his credit card number, he was than the principal driver, our daughter was the second driver at $19.34/day and he had signed for the extra insurance at $57.99/day. I explained "No", I had waived all extra costs through email and given my copy to prove so. The lady should have said this when our confirmation had shown on the computer. He said it did not matter as a new rental would have overrode our previous rental agreement!

Was I told any of this over the phone? No. Also, our daughter and her fiance were not explained about the extra costs, what they were for, our intention to waive them and only told to sign in given spaces. We then asked why were they both put on as drivers, when it was us renting the car. "Because they came in and signed for the car", was the answer. You can imagine how this extra, unplanned and very huge difference of a cost to us was like a kick in the financial gut. This is a very sneaky, underhanded way of making more money. The dealer refused to acknowledge our previous email confirmation and simply said, "There is nothing I can do". Unless we get any kind of reimbursement, I am prepared to take this farther. Newspapers, media, internet. To think that these companies can take such unexpected, sneaky, advantage of people is the lowest form of mistrust one can imagine.

He walked me out of the office, we looked at the Jeep and neither him nor myself saw damages to the Jeep.

In late July, my boyfriend and I received a call from someone in the Damage Recovery Unit stating we damaged the car we rented and owed $283.02. I then requested pictures of the damages, which was forwarded via email the same day. The damages were to the right passenger side of the front bumper. I compared the pictures I took in the parking lot to the pictures that the Damage Recovery Unit sent me. There were no damages to the Jeep in the pictures that I took.

I will niver rent from Enterprise again. I've also written a letter to my place of employment to let them know that Enterprise should not be used for our business trips. I was told by my company travel department that Enterprise was dropped from their selection a few years ago because of employees like myself who complained.

Here are a list of complaints against Enterprise: False claims, renters credit cards being used by Enterprise workers. It is my opinion that the Enterprise employee used the car after I dropped it off. I also learned that he was later fired from Enterprise for illegal activities. No one from Enterprise will say what those activities were.

I want my money put back in my account immediately, and get the interest for the days the company has been holding my money against my will. They took money out of my account right away; they can put refund back in account in 24 hours. It doesn't take almost a week. I want my money put back in my account, and an apology for the rude company agent.

Why do we make reservations if you’re not going to keep your word? There's a reason I requested a Premium-sized car. Why would they do the paper work for a Premium car and charge us for it and not give us one (Rental Agreement #118950674)?

The Edge vehicle is all we had to choose from. It made it hard on my parents to get in and out of. They both have had their knees replaced. Mom's right ankle has been fused so her mobility is limited. Dad is on oxygen and is limited as well.

Enterprise really let me down. I trusted you to provide me with the right vehicle to suit our needs. You had every chance to decline and tell me there wouldn't be a Premium car available when I reserved the car.

I called them up 2 days later, asking them if they could pick me up at Kendrick's and they said I could just leave the keys with the clerk there. I asked them, "Are you sure I won't get charged for a third day?" They said, "No, we wouldn't charge for an extra day."

Not only did they charge me for an extra day, but they charged me for $75 worth of gas. When I rented it out, it was at 3/8 of a tank and they put that on the form. When I turned it in, it was at 3/8 of a tank. I made sure of that. They blamed Kendrick's on the extra day charge for not telling them until 3:30 in the afternoon the next day. Even though I told them the previous evening I was dropping it off.

They took off the extra day charge but they said the contract when I turned it in said it was empty. I told them I wasn't there when it was circled, but I know I turned it in with the same amount of gas. I am still fighting them over this.

My wife and I were scheduled to be at a seminar in Cascabel, Arizona to attend a one-day National meeting on exotic birds and then return the next day. Cascabel is located south of Tucson on I-10 at the Benson, Arizona turn off then 22 miles north along the San Pedro River. The road is a county-maintained road which is asphalt for 16 miles, then a wide county-maintained gravel/dirt road. I had rented a truck from Enterprise because we were to pick up some large panels for making an outdoor aviary--this was the only reason to rent the truck.

The morning of the seminar, we had stayed in a Days Inn at Benson so we could be early to assist with the setup for the event. My wife was driving and about three miles from the Oasis turn off in a curve, something came out from the right and startled my wife. This is a wide road and two semi-trucks could have been meeting in this curve. However, it is open range, which means that in almost every trip, you will encounter cows and calves on or near the roadway. My wife turned left and then when she corrected, whatever darted out went back into the trees. But she over corrected and the truck went into a sideways skid, eventually rolling landing on my side resting there. Fortunately, no one died. Someone took us to the Oasis up the road with our five birds.

Enterprise took my wife's information and asked that we notify the local sheriff's office, which we did. They did not even send a patrol car because of no property damage, they just took the report over the phone. The staff at the Oasis righted the truck and got it to the Oasis. When we had no response or return phone call from Enterprise, we called the next day to check on them getting us another truck or at least some transportation. We were three and a half hours from home. They did not bring us a replacement vehicle and they would not even send anyone out to get us. Remember the Enterprise's saying, "We will pick you up?" Well, unless it is inconvenient.

They advised us to come to the Tucson Airport so they could help us but we have no car to get there. We begged a ride from a guest at the meeting who must now travel 70 miles round trip to take us to Enterprise to get another truck and then go back and pick up my panels. There was no discussion from Enterprise aside from, "If you want a truck, well, see you here." We arrived at the Tucson Enterprise and they have no trucks or a car equal to our cost, basically stating "here is a set of keys if you want to get home." I discussed, without threatening, what the Enterprise company had done to inconvenience us and we were told by several Enterprise staff members that, "No, that was not the policy. We should have done better. Do you want these keys to get back to Phoenix?" And the place where we rented the truck in Scottsdale said, "Sad story. Where are the keys to the car that we stuck you with?"

I'm not even upset yet, I thought. Then, they sent us a bill for $5,000.00 for the deductible on the Enterprise full coverage insurance. Their insurance, buried back in the legal mumble jumbo, states that "you are not covered if you are off roading." I can understand that and I can even agree with that, granted that if you leave the road surface of cement or asphalt on a county-maintained road, you are off roading. I explained to these people that it was a county-maintained road, a wide road, a flat road. They said, "Send us our money." I sent a letter of complaint and explanation without any response, whatsoever, from anyone at Enterprise.

The vehicle was very new (2012), the technical and the manager did not explain the bells and whistles to me. There were no manuals in the glove compartment to explain how the SUV function. The next morning, I have a very big issue with the SUV and called the manager for help concerning how to work the lock mechanism in the SUV. He was very defensive when I asked him about the locking mechanism. "Is there any way to control it to keep it from locking automatically with the keys in the engine?" and he stated, "well, you didn't purchase the roadside assistance". So basically, I was on my own.

I was very confused and distraught about the new SUV new technology and the lack of information and support from the local manager. I called the 1-800 number and explained what happened to me. They looked up the answer and assisted me. I later learned after I talked with the customer service representative that evening, another $250.00 was charged locally on my card from the manager. That's a total of $400.00 in less than 24hours. I had the SUV a day. I called the 1-800 number again and a representative named Joe stated he didn't know the reason for the extra charge since the first 150.00 secured my portion of the vehicle.

Prior to the return, I filled up the tank to full at the local BP station less than two miles away from the rental return location. I turned in the car uneventfully, until I was waiting for the shuttle bus to drop me at the terminal. I just happened to look at the receipt and see that I was charged $26.97 for the gasoline. I questioned the agent, who checked in the car, and she asked me if I had a receipt. I said no, but the needle was on full. She rudely responded that I need to read the contract and I must turn in a receipt for gas or I am charged three gallons. I asked her if I could take the car to the BP station and get a receipt and she responded that the car had been turned in and I would have to rent another car. I asked to speak with the manager and after he kept me waiting for over fifteen minutes, while sitting in his office alone, he responded that the contract says I must have the receipt. He was very rude and I ask him for a card which he refused to give.

My company and I rent a lot of cars over the year and if this is how they treat customers, we will never use their company again. If that is the case that you need to have the receipt upon drop-off, then you need to inform the customer at the rental point prior to renting the car. I am sure it says it in their contract, but I have rented hundreds of cars over the years, and when the gas gauge says full, then it is full. They are gouging their customers for $26.97 each time a car is returned.

I am sure that most customers do not look at their receipt until they fill out their expense report or never at all. Their employees were rude and condescending implying that I was stupid that I did not read the contract. Honestly, maybe it was my fault, but who reads except when there is a problem and the attorneys get involved. I know it is a small amount of money, but if those were my employees, I would fire them on the spot. I am sorry this has taken so long to respond, and I have forgotten their names. They should send them to the Enterprise Rental Car School of customer service.

I just know that you have lost a great customer forever.

This is stealing, misrepresentation and fraud. They did not tell me when I picked up the car that there will be an additional charge for the car seat. They did not even put the car seat in the car for me--what a customer service. For what they charged me, I could have bought three car seats, and then gave it away to the needy people. They are good at telling you about purchasing insurance, but not this car seat. It is like they want to sneak in any charges without telling you.

I got in a car collision and 30 minutes later was at Enterprising renting a car because I had to go to work and continue with my day. The car I got was a big black Chevy, the only one they had left along with a tiny Nissan. The black rental was all scratched up but I didn't mind because I just wanted a safe car to get from work and home.

Three weeks later, I came and dropped the car off with Procession Collision because that is where my car body work was finished. They insisted on taking it back to Enterprise for me. I dropped it off at 4:00 PM on Thursday, August 24. I called Enterprise the next day to make sure they got it and they told me they received it on August 25, the next morning, even though they knew Procession Collision had the car that night. I thought to be strange.

Next, Enterprise told me that I was getting charged for a scratch on the passenger side. I told them that it was incorrect because I returned the car with no additional damage. (Remember, the car already had plenty of scratches.) They told me I would be getting a bill in a few weeks, costing from $300+. I asked for pictures or something or proof to see what I was being falsely accused of. I then was given three additional phone numbers of which I called all and ended up back at Enterprise because the other places were told by Enterprise they do not know which car I was renting.

At this point I am very upset and unjustified. If this does not get resolved in a positive way, I will make sure to help give Enterprise a bad name.

I noticed an additional $100 on my bill when it came through on AmEx. I called and they said the car smelled, so I was charged an extra cleaning fee. This was not true. I was never informed of this fee and disputed it with AmEx, who removed it from my bill because they refused to respond to AmEx inquires. Now, even though the charge was disallowed, Enterprise put it into collection and noted it on my credit report.

The lady who started to help us (her name was Stephanie **) must have been new because she was asking for assistance from the assistant branch manager, Woana **. Woana was telling Stephanie to close the contract as it was and to start a new one. But, that was not good for us because we would end up paying more than necessary (I will explain more in details what the economical damage would be). So, I told both of them that the arrangement wouldn't be good for us. Woana started to act very rude saying that it is our responsibility to bring the car in after a month. Also, she didn't want to talk to us because the contract was with my dad and not with me. I asked her why we weren't notified after a month but they would not answer my question. They kept repeating that it was our responsibility to bring the car in.

Then, she started yelling at us saying, "It is not like we leased the car to you for you to drive them for more than a month." She was really making me mad. We came in good faith and we wanted to be treated as a customer, not some beggars. I told her that she was being very rude and that she was a **. Of course, after hearing that, Woana told Stephanie to close us out and not to rent us anything even though they had plenty of other cars.

Another assistant manager, Artin **, came over and closed us out. But earlier, when Woana and Stephanie was talking, I overheard Woana saying to Stephanie to give us back four days. So, I told Artin to charge us for one month and two weeks and leave out four days because Woana said so earlier. Woana heard us talking and redirected Artin not to give us any discount. I then asked for a ride back home but they refused to provide us the service. Artin even asked us to leave the facility but we did not comply because it was hot outside and we had to wait for our ride back.

While we were sitting there waiting for our ride, my mom tried a couple of times to reengage them but they were still rude. Also, we noticed that they were assisting other customers in a friendlier manner and even providing them with a ride back to their destination. Woana even asked me how old I was, which I did not answer, because the question itself was a sarcasm. They took close to $1,400 of money and treated us like a **. Of course, I swore at them but that does not justify what they did.

Now your company is still calling me. And your company is now stating it is the tax they are looking to get paid for on the vehicle, not the rental fee. I am extremely upset due the irresponsibility for paying attention to detail. If they asked for the correct payment initially for the correct amount, we would not be harassed by your office, threatening me that they will have to charge me. They have been calling my husband and my cell phone, eating up our minutes, even when I told them not to call the cell phone. Please advise asap.

As of 08-19-11, we are still getting phone calls requesting collection. I am still getting hounded by your company for your mistake, in requesting State Farm for funds. This is due to the fact that you did not make a correct request for funds, because your clerk forgot to add taxes to the bill. State Farm has been great about reimbursements. Your company is like the keystone cops, full of chaos. You have already stated and other clerks have confirmed this was an internal error. You need to clear it up, not me. After I forward your email to collections, they tell me everything should be fine. Yet, I keep getting calls for funds.

I have your collections requesting payment and threatening to put this incident on my credit report. Yes, I am angry and upset that you have not fixed this matter. Caroline called me on 8-19-11, stating that you had put this request into collections. Please fix your mistake and handle this matter. I will now contact your regional office and BBB about mishandling my service with you. It has been almost 9 months of having to talk to your office and collections. Your immediate response is required.

On June 14, 2011, I had an appointment for my car to be serviced at Metro Volkswagen in Irving, Texas. They had promised a loaner vehicle, but due to a shortage of cars because of recent hailstorms, they arranged instead a rental vehicle from Enterprise Rent-a-Car.

At the Enterprise office (3910 W. Airport Freeway, Irving, Texas), the Enterprise counter agent, Joe, told me the only vehicle that they had available for me was a pick-up truck. They brought the truck around and Joe apologized for not having anything better but they were also short on inventory because of the recent hail activity in the area. In fact, this particular truck was from Houston, he said, and had quite a few hail dings, too.

We inspected the vehicle together and I noticed several hail dings all over the truck; Joe said, at least twice, that they weren't concerned about any dents that were smaller than the end of your thumb, and not to worry about the hail dings. He had been writing on a clipboard all this time, so I assumed he was noting the prior damage (but now looking at the contract, I suppose I assumed wrong as nothing is noted).

Around 5:00 p.m., I called Metro Volkswagen to check the status of my own vehicle and was told they would have to keep it overnight as they had not had a chance to look at it yet. Metro VW was sure I would be okay with that since they had arranged for me to have a vehicle to drive while mine was in the shop.

Since I was going out of town the next day with plans to be gone for a week, I suggested that it was wasteful for me to keep a rental car parked in my garage for a week (since Metro VW was paying the bill), and asked if I could drive it to the airport the next morning and turn it in. My service writer agreed with the plan.

I dutifully turned the truck in at the DFW Airport early in the morning on June 15th. The woman who checked the truck in remarked on the hail ding on the hood. I told her that the guy who rented me the truck the day before said not to worry about that. She did a quick walk-around and handed me back the contract, having made no notations of any damages.

When I returned from vacation, there was a letter from Enterprise which stated "our Damage Recovery Unit has received notification of damage or loss to the vehicle you rented." I called the phone number listed on the morning of June 23rd and spoke to Jenna. I asked what sort of damage was done and she told me the front bumper was loose.

I told Jenna that I had only driven the truck approximately 100 miles in the 22 hours it was in my care and that, for the most part, it was parked in my garage. There was no way I had damaged the front bumper of the truck, I told her, and she said she would refer it to the Damage Recovery Unit for investigation.

I contacted my insurance company to alert them to this potential bogus claim by Enterprise Rent-a-Car and asked them to contact me if Enterprise tried to file a claim against my policy.

On Friday, August 12th, I received a second letter from Enterprise stating that "Our review indicates that you are responsible for the damages to our vehicle. Please find documentation to support our claim." Included with the letter was an invoice in the amount of $1,012.28 for damages, administrative fees, loss of use and diminishment of value. They sent a form requesting either my insurance information or my credit card information for payment.

Also included with the letter was a copy of the estimate which I have carefully reviewed. I found it curious that on June 23rd, Jenna had told me the front bumper was loose but the estimate is for replacing the hood and repairing the grille.

I also noticed another serious discrepancy—the VIN on my contract for the truck I drove is KMHCN4AC0BU615718 but the VIN listed on the estimate for the damaged truck is 1D7CE3GK2AS179421.

Contemplating what my next step should be, I went to the Internet and Googled "Enterprise rental car damage scam." I was not surprised to find pages and pages of complaints from people from all over the United States with stories similar to mine.

In fact, my husband has been victimized by this same scam in the past. In 2004 or thereabouts, another driver hit his company vehicle so their insurance company was responsible for paying for a rental vehicle for him while his SUV was being repaired. He requires a vehicle the size of an SUV for his work but the other driver's insurance company (Progressive) reneged on paying the cost for an SUV and only paid Enterprise Rent-a-Car for the cost of a smaller vehicle. Enterprise was persistent in billing us for the difference (which we never paid) and has subsequently placed my husband's name on a "Do Not Rent" list.

As I stated in my opening paragraph, this scandalous practice by Enterprise Rent-a-Car is a shakedown of innocent people that comes very close, in my opinion, to insurance fraud. I'm sure Enterprise collects on several of these bogus claims because it is less expensive and certainly less time consuming to simply pay (or turn it over to the insurance company and let them pay) and move on. In the business, it's called a "nuisance claim." But it's fraudulent practices like this that drive up the cost of insurance for all of us and I think it is our duty as consumers to take a stand and do what we can to stop questionable practices such as this.

I am willing to become part of a class action suit and/or do whatever is needed to fix this problem.

Well, I know I'm being blamed for the damage and they charged $199.00 for the windshield damage. I refused to be held responsible for this as this damage was not caused by me! I have rented from Enterprise for over ten years and I only seem to have problems from the Pittsburgh location, one of which I complained to the Corporate Office.

I refused to let this go or pay for damages I did not cause or let my insurance company pay. I will seek an attorney to file a lawsuit. This has got to stop!

I call every other day and I get the same response, "please hold, while I look into this matter," leaving me on the phone for more the ten minutes. I'd hang up and call again, only to get no answer or automated voice message to hold or that all staff are busy with other customers. I have tried contacting the manager, whom I've left messages after messages along with my number. I have not received anything!.

Today is August 16th, I'm a little irritated and upset how Enterprise staff are dismissing my concern and property as if I'm nothing. I am a loyal renter, who has gone to Enterprise with any and all of my family's car rental needs. I have two small children, whom I have to walk a block away to home because there is no close by parking space and no parking permit, this puts me and my children's safety at risk.

I have never experienced poor customer service and insensitive behavior. Please assist in retrieving my parking permit to my apartment, and/or some common courtesy answers or assurance that something and someone is following up with my concern and now a complaint.

The manager was very unfriendly and has no customer service. I will not visit the Enterprise anymore because after my experience with the one in downtown Silver Spring, I'm disgusted.

On July 15, 2011, I rented a car at the Portland, OR. International Airport. It was a 2011 Elantra, which I drove a total of 483 miles and returned to Enterprise on July 22, 2011. Vehicle number is: 5NPDH4AE2BH045233, rental agreement is # 117743059.

Upon inspection of the car on 7/15 (in the dim airport parking lot), I did not notice anything wrong with the vehicle.

However, upon return of the vehicle on 7/22, the agent pointed out that the passenger side corner of the rear bumper was loose. At first I did not see what he was pointing to. Upon closer inspection, it looked like a car door that is slightly ajar, nothing I would have noticed upon inspection as I was only looking for scratches and dents on the car and not pulling on the body parts looking for a loose situation.

It looked like perhaps a screw or clip had come loose, there was absolutely no scraps, scratches or dents to indicate that anything other than perhaps the vibration of the road caused this damage.

He asked that I sign the "Incident Report," which he noted as "Loose Driver Side RR Bumper". I added the comment "unaware of any bump or damage to vehicle".

Needless to say, a letter requesting insurance information came (dated 8/2/11). I called the Damage Recovery Unit on 8/2/11 and spoke to a Bruce who passed me to Dee. Dee looked at the photo on file and said she could not see any damage in the photo and was passing her recommendation (I assumed to reverse their claim) to the Dispute Department.

I then received a letter dated 8/10/11 from Enterprise stating I owed $740.93 for replacement of the bumper, bumper cover, addition of clear coat, replacement of RT and LT tail lamp assembly, etc.

There was not a scratch or dent or any evidence of an accident or incident that would have caused the bumper to loosen. The bumper was not moved out of place, nothing like that. I believe this is a result of vibration from the road, nothing unusual that a screw, clip or crazy glue wouldn't have fixed.

This company are scam artists that need to be investigated. There is so much written about them, I can't believe there is not a class action suit against them by now.

I plan on writing to the president of Enterprise as well as the Oregon Attorney General's Office. This is absolutely absurd that so many people have been taken by this company.

Why would they offer me a full-sized car when I reserved a mid-sized one? I also spoke with the representative about the cost and will the hold be taken off soon after I return the car and he said yes. He repeatedly tried to get me to get the insurance and I told him no. We never spoke about an upgrade.

When I returned the car, I noticed the $362.55 charge and asked the on-duty representative about it. She explained to me that it was because I upgraded my rental. I explained to her that I did not and she informed me that I hit the accept button on the screen. When I rented the car, the rep went through the various screens and not once do I remember him stating anything about an upgrade.

When I called back to speak to the manager, I got my original rep that helped me the first time on the phone. He said his name was David. He informed me that it was my fault because I should have read each screen. I asked him why he would give me choices of full-sized cars when I requested a mid-sized and he told me that he gave me options.

That is not right and not fair. The day before I rented a car with Dollar, I had rented from Budget. I returned their car because the weekly rate was cheaper at Dollar. I was quoted a price with Budget and that was what I was charged. They did not do any sneaky practices by upgrading me in an untrustworthy way, nor did they charge me fees that I was not originally quoted. This is some shady practices Dollar is doing.

On Thursday, the agent Reggie called me about 3:00 PM to confirm the van. I asked what time do they open and he said 7:30 AM. I said okay.

On Friday, August 5 at 9:30 AM, I went to pick up the van and he sold it to someone else. My problem is he, Reggie, never said first come first serve. In the meantime, my 2-year-old granddaughter left with other relatives to go to the family reunion and I had her clothes with me. It took 5 hours to get a minivan and the cost was triple the price, because it was last minute.

I am very disappointed with Enterprise rental car. Please help me to forget this horrible experience. I want something done about not telling me about first come first serve.

I spoke to Nicole, who is very rude and is not a good customer service rep. Why I know and feel is because I have been working with customers for 40 years. And the way she talked to them and hung up the phone is not professional. However, I explained to her that Ben had given me a good deal. She refused to give me the deal that Ben gave me. So, I told her I was going to drop the truck back off. And she just said okay and slammed the phone down. She is very rude. At this time, I called back and told her I was going to make a complaint against her. She said okay. She tried to over charge me twice. Stealing from a customer is not good.

As I drove up to Enterprise, there were two very nice gentlemen that detail cars. I talked to them because they know me. When I rent cars, they were my ride to and from. They told me to talk to Ben on Monday. When he came in, one of the gentlemen asked if I wanted to switch cars. I said yes. We then went inside to talk to Nicole. She wouldn't even look at me. He asked her if she could switch me out of the truck into a car. She then with her head down said "Yea". Then, she asked me the name of the boss of Enterprise whom I complained to. I told her that I was not going to discuss that with her. She stated that she would find. Then, she rented me a car that I was not satisfied with.

I want my money back or some deal, because I am very upset with what she caused me to go through this weekend. And something needs to be done asap. I don't plan on ever renting from this company again until I'm satisfied with this matter. I have spent a great deal of cash renting cars. And I'm a member. If needed or if you have questions, please call me **. Ms. **

The first thing I noticed was a huge 1ft high by 1ft wide scratch on the back bumper. Daniel said that in the state of NY, they were not allowed to consider scratches on bumpers no matter how large so he didn't note it on his inspection report, even though I asked him to. I decided to take a picture of it. While I did that, he continued his inspection. He said he noted a couple of minor scratches on the hood of the car, which were barely seen. I signed off on the rental and drove to meet my husband 10 minutes away. As I drove, I heard lots of wind noise, but I though it was just because I am unfamiliar with this car. However, when, I pulled up, my husband immediately spotted a missing panel between the windshield and passenger window and took a picture of it. We decided I should return the car immediately. When I returned, someone else checked the car back in and claimed that I had caused the panel damage to the car when I I had it for 20 minutes.

For the next two and a half hours we argued as I refused to take any responsibility for the damage. Then, to top things off, they tried to charge me for having the car for an hour! But after my husband showed them the picture they reversed the charge. Then Evan, the assistant manager offered us a Dodge Charger for the same rate as the economy car that I had originally reserved. Against our better judgement, we accepted because it was late and we were scheduled to leave early the next morning and had nowhere to go to find another rental at that time of night.

Again, we all did a walk through with Evan. The car was in much better condition than the Kia Soul, but it had minor scratches all around. My husband, not trusting them, took pictures of all the scratches he found, but, unfortunately missed a crease on the bottom of the driver's side door, which was so symmetrically even, it looked like it was a body design. Guess what, when we returned, Evan blamed us for that damage as well! In total disbelief, I refused to sign the damage report.

For the record, Enterprise Car Rental is running a scam! They try to use your insurance to pay for the damages on their cars.

And again she goes to the back office to ask the mystery woman behind the glass who doesn't even come out to address what I would consider a customer service issue. This information should have been made clear on the web site when the reservation was made. There is no excuse.

On August 5 it took me an hour and a half to get to the car. I wanted a compact, he said that because I waited he will give me a 2012 Mustang for the price of a compact, I said thank you. I asked if there would be any additional costs and they said no.I dropped the car and they printed the receipt and it was $75. I asked them why the price is high and they answered that it was because I got a better car. I told him it was done as a courtesy for my wait time. This all happened at the airport. I checked my checking account while waiting for the plane to arrive, they put a hold for $59.33 on my card which they said they would not do, then they charge d me another $50 for the rental, bringing it to a total of $109. I asked them when they will release the funds and they said that it will be released once the bank do.

Tried to get a hold of Enterprise at the airport. I asked for a manager to solve my problem but they said that the manager will call me, however until now, nobody called me. I felt that I am being ignored because they already have my money.

I told him again and then he said I think what happened was Nationwide only paid for two days. I ask why and why didn't no one tell me that. He said "well you will have to be the one to tell them, they will cut you a check". I thought that was real rude. so I contacted the head office and they sent me a message saying that Chris would contact me. It has been two days and I have not heard from them. They had no right to go into my account without calling me letting me know that the insurance did not pay for the four days. They had no right to take money out my account, that is the same as a person stealing someones credit/debit card using it.

I want my money because between the body shop, insurance company they should have told me how many days they were paying for and the body shop should have told me it was going to take longer then two days. They left me at a hardship with money missing out of my bank account.

Of course when rented, this white roof car is sitting in blazing noon day sun. There was no possible way to see this "damage" when inspecting the car. And of course doing the inspection there are all sorts of marks and other things wrong with the car, which the agent merely says, "We don't care about stuff like that." Fine, I signed for it.

When you return the car, they pull the car into the shade and amazingly now they see "hail damage." In July, miraculous appearing in the last 48 hours while I have the car.

Needless to say I vigorously disputed this alleged "damage". When the car gets pulled out of the line and back into the sun, I note "I don't see any hail damage and there was no hail." The condescending manager says, "Of course you cannot see it in the sun!" Exactly my point. When I say, please repeat this I want to get it on video, she refuses and threatens to call the police. So much for customer service.

When I get back a month later, of course they want $1,400 for hood, roof, fenders and body panels. I would be interested to see if the work was even done. I rather suspect this goes into their bottom line – shake down customers as much as you can by asserting they caused damage and inflating the amount.

I must rent cars 12-15 times a year, and have done so for the last 30 years. I have never seen such a shoddy shakedown like this. It does not surprise me to see other complaints. If these other posts are true, then it seems to be a business plan. This is the first and last time I deal with this cruddy outfit. When you get back and they randomly select something to bill you with. Like the other posts – this is totally bogus – like I did not notice the giant hail storm during the 48 hours I had the car.

He did a walkthrough noting that the vehicle did have nicks and scratches but that they weren't worried about that. He signed, my father signed and drove the vehicle away. We returned the vehicle and "Chris" did a walk over. He said there were nicks and he wasn't worried about that. But then he said that there is a "rather large dent on the passenger side of the car". I said I don't know anything about that and that we didn't create any "damages" to the vehicle. He wrote an accident report up. He signed, my father signed with the condition that he states that we still say we did not create further damages in his report.

I called the customer complaint line and of course, no one is there to answer the phone. I am concerned because what happens to people who truly don't do any damages and there is no means of proving your case? It is truly one's word against another. I took pictures and I'm noting that it is "NOT" a rather large dent. You do have to be looking for it. Failure on our part, because we were tired and just wanted to go home. If this is a scam or ploy of these companies to get more money out of people who don't have any, I suggest that something be put into place that before and after pictures are taken.

I paid for my rental in full through Hotwire.com, $163.03 on 7/25 with my debit card. My car rental was from Friday, 7/29 to be returned on Sunday, 7/31. When I arrived to pick up the car, the clerk explained that Enterprise would put a $150 hold on my VISA debit card just as security but would not process that amount. I bought insurance too at that point. I returned the car as instructed (leaving it in an airport parking lot and the keys in a drop box) and on 8/1, I received a voice mail message telling me that the car had been picked up, everything was fine, I would be charged for the insurance and it would be a figure between $22 and $25 --I don't remember what he said but it was below $30.

The bank processed the $150 in full. I have now paid $150 + the $163.03. I called the Kalispell office and they said most of the $150 would be reversed (minus the $22-$25 for insurance) but didn't say when. The more I thought about it, the angrier I got --they said this would NOT be processed, it was being held as security and I do understand how that works-- but it was, and as far as my bank account goes I do not have that money. So I called the 1800 Enteprise number to register a complaint; The first customer service person told me that after an account is closed, it would be 24 to 48 hours before the money is reversed and that it would be indicated as a pending reversal. But if it didn't happen in 48 hours, I should call not Enterprise but my bank. I told her the account has been closed but there was no notice on my bank account that a reversal is pending --at which point she started talking over me and I asked for a supervisor.

Her supervisor informed me first that the Kalispell Enterprise location didn't take third-party reservations and thus billed me. Then apologized and said he was incorrect, that they do take Hotwire reservations. Then he said that maybe Andrew in Kalispell had run my VISA debit card as a credit card, because Kalispell Enterprise by default can only run credit cards and not debit cards and this was why the $150 processed. And in any case, he said, the customer service representative in the call center had been liberal; The way banking institutions work, they can take money instantly but a refund --and that's what he said this was, it's a refund and not a reversal because they had to process it as a sale --will take up to seven days. If at that time I don't have my money, I'm to call not Enterprise but my bank.

On Tuesday, July 26, 2011, I called Enterprise and spoke with Wendy to clarify what it would cost me to extend it to Monday, August 1, 2011 and she said $341.56. Also an amount of $241.56 was charged to my card and a balance of $100 when I return the rental on Monday. There was a serious miscommunication, which makes for bad business as well as me not using Enterprise in the future.

When a customer asks, prior to extending the rental agreement, what their cost will be, it needs to be articulated clearly from beginning to the end of the rental what’s and how’s. It was explained to me that my cost would be $341.56 with a balance of $100 and not a total rental of $518.56. When I surprisingly found out, I returned the vehicle. This is why I called and spoke with Enterprise for clarification and not just reading the contract and not really understanding the actual fact. I have to make sure and allocate money for other things as well as the rental. This puts a bad taste in my mouth; to have in my mind what I have discussed with Enterprise and then to have a higher price to be charged to my card.

Now, a month later, I am being called by a collections agency on this! Avoid Enterprise and BIll Jacobs BMW! Stories of this nature with Enterprise are all over the Internet. I actually rent cars during travel relatively often, and have never had this type of experience from other rental companies, nor from a dealer coercing me into a rental car situation.

When I rented the car, not only was no walk around conducted WITH me, but they gave me a vehicle that was different to the one I had asked for. Since I was pressed for time, I didn't argue with the car I was given.

When I returned it, the representative told me that the front bumper was loose on one corner. I informed him that I had not gotten into any accidents/mishaps/scrapes/incidents that could've caused ANY damage to the car. Furthermore, I keep the car parked in private garages both at home and at work (the only places the vehicle was located while in my possession). He even acknowledged that there were no scrapes, scratches, dents or marks on the bumper. He said it was very likely a loose screw.

I filled out my paperwork and left. My paperwork indicated that there was no accident and that I had no knowledge of the "damage". He promised to follow up with me on Monday if there was a claim. He didn't. TWO WEEKS LATER I get a letter in the mail stating that I am responsible for damages. When I asked what the damages were they told me they were dents near the rear passenger door. This was never discussed or mentioned to me when I did the return walk around. It's not on my paperwork, no one called me to tell me about it. I feel completely victimized. I feel like they probably damaged the vehicle themselves and are trying to pin it on me. What makes this all worse is that they do this to countless people. One could liken this to highway robbery and it's disgusting how commonplace this practice is. Its a matter of principle and I will do whatever it takes to fight their spurious claim.

On Friday, the 22nd, at 1745 eastern, I called Enterprise to see if we could bring the vehicle back to their location on that evening as time constraints made it difficult to return the vehicle on Saturday, the 23rd. I spoke to Ashley who referred to someone at her desk, who confirmed that returning the vehicle to their rental location instead of the Wheeling airport would be closer to our location in Pittsburgh. I believe the person Ashley spoke to was Megan. Ashley stated she was new at the location and her position.

After the conversation and discussing with others in the room, the suggestion was made to call Enterprise back and see if we could drop it at the Cadiz Ohio airport where my aircraft was being worked on.

The second call to Enterprise was made and again I talked to Ashley at Enterprise. She conferenced with another person for the approval to drop the vehicle at Cadiz airport. Ashley stated that dropping the vehicle there was against their policy; however, they would give me a one-time approval to leave it at Cadiz. I expressed my appreciation for their generosity and stated it would be at the Cadiz airport at 9 am Sunday morning. I was using my spouse's cell phone on speaker so the conversation was witnessed by five other individuals in the room.

The vehicle was dropped as arranged at Cadiz. On Monday, the 25th, there were messages left at our home phone by Megan and Ashley of Enterprise inquiring as to the location of their rental vehicle. I was out of town on business and my wife was at work. When my wife Lisa returned home after work, she returned the call and reached the after-hour recording informing Enterprise of the location of there vehicle.

On Tuesday, the 26th, I returned home to find a message from Dennis of Enterprise stating they needed to locate the vehicle in order to stop the charges. I also received an after-hour recording. I left the location of the vehicle on the answering service and expressed my concern that their approval of leaving it at the Cadiz airport did not appear to be communicated to others.

This morning, the 27th of July, I spoke to Dennis at Enterprise. Dennis stated there was no such approval to leave the vehicle at the Cadiz airport and that charges would continue to accrue until the vehicle was returned to Enterprise. I stated to Dennis I had witnesses to the conversation, in which he replied that was not true because no one would approve the drop at Cadiz. To this he stated he was too short-handed to retrieve the vehicle and that it was up to me to get the vehicle back to Enterprise. I am roughly 800 miles away and did receive a verbal approval to drop the vehicle at Cadiz that was witnessed by five other individuals.

I called Desapi Aircraft at Cadiz and arranged to have them deliver the vehicle back to the Wheeling Ohio airport. I went from being very impressed by Enterprise for allowing me to drop the vehicle at Cadiz to never wanting to do business with them again. When an individual calls you a liar, it has a tendency to make you never want to do business with their brand again.

After much talk plus phone calls from me and I even offered my credit card and told him that she had just had an Enterprise car for a month, the manager still said no. She had her boyfriend bring her the latest utility bills that showed she was paid up to date, but at this point, he called her abusive. How happy would you be if it happened to any 25-year-old, after taking more than an hour and a half of talk and getting utility bills that are only paid online and now have it printed out. I called Eddie and begged him as she has to be somewhere important by tonight and she has rented many times before. Again, I offered my credit card but he told me no.

I am an Enterprise member. I told him that I would do everything I could to tell everyone how my daughter and I were treated. I read his information on Facebook and how he value customers now and future ones: At Enterprise, we are committed to taking care of our customers, our employees and the communities we serve. We call it "The Enterprise Way."

Eduardo, representing Enterprise, made what should have been an easy car rental into every parents' nightmare. If this is how Enterprise treats 25-year-olds and parents who rent from them, then you should rethink how you do business. There are other rental companies and you should refrain from managers who treat good/great customers like garbage.

When I arrived, my oldest daughter was already there and I had asked her some questions on the prices but I wanted her to explain to me why they were charging triple. So I had asked Annie and she replied this time in the store that it was because we reserved it late and the earlier the cheaper. I proceeded to ask her some more questions and she was speaking to me with an attitude because apparently, they did not have air conditioner and she had worked all day from what Annie had stated. I have always rented my car there so I figured I'd be respected enough and I could ask questions with no problems but she was just rude and kept repeating "It is what it is, if you don't like it you can go somewhere else" instead of trying to comfort or make the customer feel well-serviced. So I was ready to purchase and my youngest daughter had said to me, "Great customer service" When Annie heard that, she began to be even more rude and said "Ok you know what, now you're pissing me off and making me mad. It is hot and your being disrespectful." She took it way too personal and it was not rude.

My daughter simply stated the truth of the matter and when she said it, she meant all of Enterprise because they advertise low rates and then take advantage on customers needing cars for summer trips and charge people triple from what Annie basically stated about the company. My daughter tried to explain that exactly to her but she would not listen or let her explain of what she meant. At one point, she even leaned over the computer almost in a threatening way and her body was shaking and she looked like she wanted to do something. So my oldest daughter told her that she needs to calm down and she also told her that she works in a hospital and no matter what, she always have to respect the customer and that she deals with customers who ask many questions everyday, but she has to deal with it and respect them still and not get angry because it is required of her as a professional. Annie replied how sorry she was and that she feels bad for her, which is not a great thing to say as a manager. She went bonkers and screamed for us to get out of the store because she was tired of our questions, which I swore was okay to do being that we are the customers. At that point, my youngest daughter walked out of the store to contain herself because she was going to lose it and be rude back with Annie. She did not want to argue with her. Then I was trying to rent the car and Annie said, "Nope, I am not going to let you rent it," and walked away and then came back like two minutes later acting like a child and not a manager and let us rent it. Yllianna, the other employee who came out to check the car, had to apologize for her.

The only reason I rented a car was because I was going on a business gathering with my co-workers and I desperately needed it, but I will never in my life rent from Enterprise because of this. I have never been so humiliated in my life and disrespected. I am 62 years old and should have been treated with way more respect. Even the customer who rented right after me said that she was rude and that she should not be a manager. She gives the company a bad name and she shouldn't work there. I would never recommend anyone to Enterprise.

This is unacceptable, unprofessional and wrong. I believe that they have just let one of their friends have our van that we reserved. What are you going to do about this? I need that van today! How can anyone trust your company? I will ask my lawyer to contact you, if you don’t do something to pay for this. Somebody is going to pay. That is illegal!

We recognized that we should have brought the car back the next day after noticing the dents but we failed to do that. Some one, some where got away with those dents, which I'm sure have been claimed already, and now my wife and I have been charged $500 extra while the car is inspected and fixed...allegedly. Before you drive off the lot, look really good, take pictures if you can and say something....document EVERY SINGLE SCRATCH and dent... or they will get their money without mercy for your pocket!!!

We I return from vacuming the car, I was confronted by a manager pete, would not provide full name, who said that there were external damages to the car. I became very upset naturally but on returning to the office in search for phone charger I was demanded by pete to get our of his office, he called the police and immediately went into my description of African American male (code). After I advise him that I would be filing a complaint with his employers, it is then that he decided to file a damage report with my auto insurance. Got a call from the regional manager who at this point is bias in the situation. I should have used my Iphone to document the car when I picked it up.

Enterprise have these young and inexperienced employees that are under a particular quota to get rental and insurance out and in doing so leaves the consumer at risk. Be very careful when renting from enterprise, particularly at the takoma park, md location. pete at the office is a rouge manager.

I was dropped off at Enterprise on Friday morning with my three kids and still needed to get my brother's two kids. They told me I had a reservation for ten, not close to eight. They also said they had a car available, then turned around and said they didn't. The only available car was in Midland. They tried to get me in the SUV but I had to call the husband. I went out side and as I walked in, a male associate was complaining out loud about my situation and having to go to San Angelo. I got upset and said, "Excuse me. I need a vehicle. Please find me one."

I told them it was ridiculous, that the people in the San Angelo office was able to find me one at the last minute, without reservation, without any problem. They said again that the only one they had was in Midland, the next town over. I told them, "We'll, how am I supposed to get there if I had no vehicle?" Another associate came in and said, "Well, we are trying to help you, but I see no such claim that you needed a six-passenger and there are no other notes in the system." I told him it was not my fault; they did not do their job and type in the proper notes. I told them straight out that all of this is **.

If someone takes the vehicle for a short spin after you drop it off and damages it, it is your responsibility. If the agent neglects doing the inspection while you are there and damages happen afterwards, it is your responsibility -- even if you drop off the vehicle after hours, you are responsible until the inspection. I hope it's not stolen. Damages can be repaired, without showing you first, whenever they choose to. They can have a vehicle fixed up from normal wear at your expense. It makes you think twice about renting a vehicle.

To make a long story short, we got a hassle that my sister had to charge on her credit card $67.17 plus an additional $150 that will be returned if there would be no accident nor damage to car. I tried explaining that I already did that but we are being double billed. Anyway, he said those were the rules and didn't know whom I should speak with. So I told her to do it and when I got there, I would straighten things out.

I called the 1800 number and they said I wouldn't be charged but she would. My sister was given a white colt that was filthy inside and outside. It smelled bad inside and had about a little over 1/4th gas in it. After I arrived and saw the car, I said this is what they gave us in this condition? She said yes. I looked inside and there were plate and fork under the driver's seat. The car was filthy but I had no time to take it back so I cleaned it and went thru the car wash. After rehearsal, I went by the store and told Matt, whom I had spoken to on the phone, the condition of the car. I said I will have my sister return it but it was not given to us in the best condition. I asked what the $150 was for? To make a long story short, this was the first time I rented from Enterprise and received such sad service. Usually, the car is cleaned inside and out. I was crunched for time so I really didn't have time to argue but I won't do that again. I just wanted a clean car inside and outside without Matt making excuses that it was an older car, therefore was not in the best of shape. My thing is, if this is true, why rent them out?

She said she would ask a lot of questions instead of my having to go home. I said I would rather go home because she was asking so many questions. Then she kept on and asked for the name of my employer. I said, I want to go get the bill with my name on it at home and write down my employer and address and she can have it when I get back. Then she said, you don't need to go home and I will just ask you the questions. So, we were going back and forth about it and she didn't want to drop asking the questions.

She was very loud and I said to her to speak a little lower and I thought it was rude. I didn't appreciate the fact that she wouldn't stop with her questions when I said I wanted to go home to get that additional information. I said I would appreciate to have someone else help me out here instead of her. She wasn't going to do that and the odd thing was all the other representatives were just standing there staring and not once did the manager cut in and try to help me out. The representative was saying "oh...I am through with you and I am going to have someone else walk you out," when I said I didn't want her to help me any longer and wanted to go home for the additional information.

The manager, who didn't have her name badge on where I could see she was a manager, never tried to step in until the representative was through trying to tell me off. I ended up saying a few not so nice things to them after being antagonized in the office. Then one of her representative friends followed me out to my father's car and was threatening me and pointing her finger and making comments to me from outside his car. Where has good customer service gone these days? A manager doesn't even step in when it is needed and waits until it escalates and the customer has enough to then step in and blame me for the incident. A rep that is supposed to be working for Enterprise was very threatening .

I asked how did they know the damage occur before it was dropped off. The manager said I was correct, they don't know. I said, “But I'm going to get stuck with all this, right?” He said probably. So I replied that made his agreement with me on when the damage occurred irrelevant. After going round and round on that point all I got was a sorry. Well, sorry, but that just doesn't help. I did not sign anything because he said whether or not I sign the papers they will still be calling. I said fine, have them call me.

I'm probably going to get stuck with this since I'm just the little people with no attorney on hire, so here is my advice. The "benefit" of dropping off the rental car after hours is a trap. All it does is create a situation where the car is not in a secure lot, and you have no control over it whatsoever. However, Enterprise will still hold you responsible for it until they check it in during the next morning. From 7 pm to 7:30 am is a lot of time for something to happen.

They will only take responsibility for their cars on their lot that are not "rented" even though the car you dropped off on their lot is no longer in your control, just like their other cars. Beyond that, take advantage of every service they offer, including pickup and drop off because they will most certainly take every advantage of you. Unfortunately, they are the only game in town close enough for me to use on a timely basis, so I'm stuck with them for now. I haven't paid anything yet, but I'm sure I will have to eventually and it will hurt.

First, the minivan was not clean. Secondly, the damn van was on empty fuel. It was a terrible experience and I won't be going back again, and I hope no one else does either. They didn't even offer any type of extension on the time for us to be back -- not even the 15 minutes it took us to drive and pick up the van from their other location! I'll tell you what though, they spent no time taking and swiping our bank card and getting their money. I feel the representatives at both locations were very unprofessional! I think next time my family and I will take our chances on somewhere else!

I did not obtain a name as I have used Enterprise numerous times and have never had such an issue with them. I now wish that I had. The day prior to returning the car on June 27, 2011 I went inside the business and told them that I would definitely be returning the car the following morning and also questioned them about my charges as I was coming up being charged approximately $402.00 over. An employee by the name of Jennifer ** said that the damage waiver was never taken off and that was where the additional charges were from. I then proceeded to tell her that I had called on April 27th to have them removed. She asked who I spoke to and I informed her that I should have gotten a name but I failed to do such. She then informed me that there was no record of my call and that the gentleman I had dealt with was not in, but she would forward him the information and he would call me back.

Well, a week had gone by and I had gotten no phone call so once again I went to the business and inquired about my charges. Shortly after my arrival, Chad ** arrived and Jennifer ** explained to him what had occurred. He pulled me up in the system and proceeded to tell me that there was no record of me calling and asked if I had a name. I once again informed them that I did not, but it was a woman. He proceeded to tell me that at that time they had no women working at their location.

I became even more irritated and informed him that yes you did as him, the other gentleman to his left and Jennifer ** were in the office helping other customers when I picked up the car on April 22nd. He said, "Oh," and then proceeded to ask Jennifer ** if she had remembered me calling at which point she replied, "This has never happened to me before. I mean I don't think so." Mr. ** then proceeded to tell me that he had called on May 16th and left a message inquiring about the insurance and payment. He did leave a message, but at no time did he mention either of those things, only if I knew when I would be returning car as it had been some time.

I returned his call and left a message saying that I was planning on the 23rd. However, dealings with the dealership hit a bump and I had to wait and return the vehicle on the 28th. He informed me he was not trying to argue with me and that he would refund me $194.90 from the time he called on the 16th to the 28th. I informed him I’m not trying to argue, but I don't understand why I have to lose approximately $305.00 due to their representative not putting it in the computer that I called asking for the damage waiver to be removed. He proceeded to give me the name of some manager above him by the name of Tony **. He didn't tell me if General, Regional or what.

I called Mr. ** and left a message about what had occurred requesting to be refunded from April 28 - May 15. He left me a message saying that he had checked and the only woman that they had was in a training class all day and then asked if I had called the right number. Once again it was not their fault but mine! I called him back and it went to voicemail at which point I let him know that the number listed on their invoice is what was called and that I have documentation of such. Secondly, that I did not appreciate the gross lack of customer service in this matter at hand nor being treated as a liar trying to scam the company out of money.

As of today, June 17, 2011 this matter has not yet been resolved. I will not stop pursuing this matter until I receive the refund that is due back to me as I did my part and called them. Now they need to do theirs and reimburse me the funds due to me. This woman who answered the phone was obviously a newly hired employee so to think that maybe she was with another customer or just simply forgot to put my request in database so the charges would stop is not impossible! I will never use this agency again and you better believe I will tell everyone and anyone about their shady accounting practices and lack to admit when they did something wrong and "right" the customer. Ridiculous, the lack of guest service and more importantly concern and value in which they miserably failed to apply to my matter.

Their contract says $881 for monthly rental. The charge was written to appear criminal. I went to court and agreed to pay just to get on with my life. I could not believe that someone can accuse you of theft while you are paying at the same time. I need a lawyer to sue them. I am not a thief. I rented, I paid, I called and I extended. But when he told me he was charging my credit card with an additional $900, I paid $686 and I canceled my card. Who pays $1669 for a car in one month?

Last year 2010, this same place charged me twice causing problems with my credit card and checking account. Please, they are taking people to court for theft for money? What is the definition of a thief? The contract became a dispute over the balance not theft. How can they do this?

As I began the drive to Nebraska, I immediately noticed that the Ford Focus didn't have Cruise Control and that it required me to push the gas pedal for 700 miles to constantly monitor the vehicle's speed which takes your vision off of the road, which is unsafe. I understand that on a one-way vehicle, the rental locations feel the need to dump whatever vehicle they would like to get rid off but without cruise control, it made the entire trip miserable.

3 days later, my daughter returned the car before closing time and was told they had sent all the drivers home for the day and told my daughter they would pick up the rental the next day. We received a call that there was damage to the car when they picked it up.

Then we were told that we are responsible for the car. I believe that once they refused to return the car and told us to leave the car in the dealer's parking lot that they are responsible for any damage. The damage they told us was underneath the car, something that you would not see on a walk around. This is not the first time this rental agency has tried something with us.

Renters beware do not rent from this company! They also provided this car with no gas in it.

We are being blamed for the damage to this vehicle that was not caused by us. My daughter drove this vehicle less than twenty miles; 1 trip to and from work (2.0 miles one way) and to return the vehicle to the rental agency (1.8 miles one way) and after refusing to return the car which is another 6 miles to the dealership.

So, I called the office where I rented the vehicle at. I asked for a manager. A guy named Andrew told me that he is who I need to speak to. I explained the situation and he could not explain to me why I was charged the day before I returned the car and did not know why the charge was still pending on my credit card and that there is nothing he can do about it. So, I asked him for a corporate number and he told me to call 1-800RentACar. I called this number and was given the run around for about 20 minutes before I actually got someone in escalations.

She informed me that I would have to deal with the local office where I rented the vehicle. She then asked me to hold while she called to speak to someone in that office. She returned to the line about 5 to 7 minutes later and said she spoke to the manager of the location where I rented the vehicle from and was told that they have sent the information to release the hold to my credit card company. As of today (5/19/2011), there is still a pending charge of $200.00 from Enterprise on my credit card.

I then made another reservation with the Enterprise in West Plains, Mo about a month later. They called after 5 p.m. and left me a message that said that they could not provide me a rental car that I had reserved for the next day because they were sold out. Also, on the message they said it was after hours and I would not be able to call them back. So, I called the National Enterprise Phone Number and they told me that they could not help me and that I would need to call Enterprise in West Plains, Mo in the morning.

When I called, I could tell they were not very happy that I was complaining that they did not have any car for me even though I had a reservation. After some time they finally agreed to get a car from another location but it would take a couple of hours. I said that would be fine.

When I arrived at the Enterprise Rental in West Plains, Mo, I was prepared to give them a copy of two bills similar to the ones I had given them the last time. However, this time they were not sufficient because they were not open account type bills. I was not happy, but I left to get bills that were of an open account nature. When I had gotten the bills, I called to tell them I was on the way. I told them what I had and then she told me that they would not be sufficient and gave told me I need two of the following a phone bill, water bill, or an electric bill. Being of a old traditional nature, those bills are all in my husband's name only and since I was the only one going, I could not use them because my name was not specifically on the bill. I told her I would have to call her back. I then had to see if I could locate another facility that would rent me a car. I did find one. When I called her back, she was very upset when I told her that she would need to cancel my reservation because I had found another rental option. She then complained that she had went to a lot of trouble to retrieve me a car from the other Enterprise location.

I firmly believe that they were unhappy with me because I complained to the main office and it caused them problems.

Enterprise assistant manager Erin did nothing. This Enterprise office is completely out of control using the rental records to harass women. A complaint was filed with the Ventura County District Attorney's office.

I understood and proceeded to comply to the new rule. On 5-2-11, all hell broke loose. I came into the branch where my original contract was started way back in 7-2010, also where Natalie and Richard are now employees, as they were not there originally, to bring yet another deposit. Richard unusually asked for my key so that he could check the mileage on the vehicle. I said sure. When he returned the car key, it was no longer on my key chain. Now usually they just take my payment and give me a receipt and I am on my way. When he came back he asked how much would I be putting down. I said $200 as I discussed just 4 days ago with Natalie. He said cool, as he took the payment he shocked me and said, "Oh, yeah, Ms. **, unfortunately we are going to have to pull you out of the vehicle because of our policy." I was stunned. I asked him, “What are you talking about?”

He says because I don't live in that city, which they new for the past several months, that I could no longer rent from that location. My response was seriously, why didn't you all tell me this before I came in this morning, on a work day, with a bunch of things on my agenda that required me to have a vehicle. This is an immoral, inconsiderate thing of you all to do. I then turned to Natalie and asked her why when she called me on Thursday, 4-28-11, did she not let me know about this. She said, "I truly apologize.” At that point an apology was totally unacceptable. I asked them to please get an authority on the phone, someone who could possibly help us in this situation, the person was not available. So I asked, “Are you all going to just leave me stranded and stuck with all these things that I have to do today and not have any consideration for it? They both just kept saying sorry, but there is nothing they were willing, or could do. Until now no authority above them has contacted me being as though I have left messages as well as emails were sent from the regional office on my behalf.

Economically, I lost out of money from my business, being that I run a daycare. I had to pay for an appointment that I had scheduled but missed due to this situation. I had to pay for a ride to pick up my child from her school. Also because I drop off and pick up some of the kids that attend my daycare, I had ** trying to get them home. I had to stop business for this whole week until I am able to get transportation. I have to home school my child because I am unable to take her to school, being that I am a single parent. I feel so bad and terrible, words can't even explain. For them to treat not only a customer, but someone who they have been doing business with for so long like this is very unacceptable. This type of behavior display the true definition of bad customer service.

The car experienced no damage of any kind during the duration of my three-day rental.

I dropped the car off at Enterprise at the end of the rental period. Since it was 4:30 am, no Enterprise personnel were on duty yet and I had to use the key drop. The car was undamaged when I left it at Enterprise.

Two days after I returned the car, a credit card charge of $500 was made to my account by Enterprise.

After several calls to Enterprise a manager tells me that the charge was for the damage to the vehicle. I tell him there was no damage when I left the car. He cannot produce any documentation of the damage but says my concern will be forwarded to the "loss department " at Enterprise. He explains an "investigation" will be conducted of the last 12 rentals of this vehicle to establish whether the damage was done prior to my rental.

I don't believe this is a simple mistake. My circumstances make it difficult for me to refute this charge and Enterprise knows that. I've notified my credit card company who will refute the charge on my behalf.

What else can I do to protect myself from Enterprise who is simply deciding on its own to charge me this fee? Whether it's corporate incompetence or malfeasance, I feel like I'm in a vulnerable position with this issue.

I recently reserved a car at the Wayne, PA Enterprise location. I have rented from this location before and had never had a significant problem, perhaps the occasional "excessive rounding up" of gasoline charges or the rental period, itself, but nothing overly significant. I was unable to use my credit card (due to reasons that are completely unrelated to credit worthiness and credit availability) and asked if I could put the charges on my debit card. I was told that would be no problem if I provided either a copy of a pay stub and a bill or copies of two bills. Had I known the information would be used for some sort of assessment of credit risk, I would never have provided the information. What kind of car rental firm looks at pay stubs and bills to assess risk associated with payment via debit card? Whose genius idea was this and what kind of people are they used to dealing with? Please understand, by the way, that I have good credit, a decent career with a healthy income and ample savings (albeit not as ample as it was a few years ago). My bills are paid on time. In fact, I think I could have charged the car, itself, to my debit card (spending limit notwithstanding). How much does a Kia cost, anyway?

The Enterprise clerk, Catherine **, told me I could borrow her computer to pull up copies of bills. It seemed harmless enough and I assumed they just needed to confirm my home address, so I did so. She left me alone at her computer and did other work. When I pulled up my utility bill, I noticed that my utility bill e-pay had not been processed when due, a week and a half earlier, because the account number of the credit card it was automatically billed to had changed. Since I was logged in and had my card handy, I electronically paid it. A few moments later, I showed the two accounts to the Enterprise woman and mentioned that I had borrowed her computer to pay the utility account. She told me they wouldn't rent to me because the utility account had been past due. Really?

I argued with the woman briefly, but politely, and attempted to explain that she was mistaken. I explained that the goal of my argument was not to "convince her" to "allow me to be a customer" because I have no interest in renting from them; instead, I am making sure she has no excuse or defense whatsoever when I complain to her employer. I told her that if I had known she was looking for a zero balance, I could have easily pulled up one of a half dozen other bills instead. I explained to her that the account was not past due, the longest it was ever past due was 10 days (due solely to a change in a credit card number). She wouldn't even know anything was paid after a due date at all if I hadn't mentioned it to her. Nowhere on the online account summary did it even suggest anything was past due (and this was the first I had seen of it). I told her that it's extremely offensive to suggest that I somehow do not have an acceptable credit to use a debit card to rent a car at Enterprise.

Then, without my permission, she called the manager of the auto shop where my car was to be repaired (I had mentioned the shop earlier in casual conversation). She asked them if I can pick up my car and told them I "didn't have everything I needed to rent a car". I was incredulous! My god, do you allow employees to make such phone calls without customer authorization? I did not need to pick up my car from the shop and did not give her permission to make that call. In fact, I did nothing that could have led her to believe that I had given her permission to make that call. She offered and didn't wait for a response from me before she had started dialing (and had continued dialing even after I had told her not to). Needless to say, I rented a car from a competitor in about 5 minutes with no problem whatsoever. In fact, they were extremely professional and courteous and I got a better rate!

So, my major complaints (in no particular order, though I find #3 to be the worst offense):

1) The use of bills and pay stubs for anything at all (particularly without safeguards in place to protect against identity theft and other misuse - what if a key logging software had been on the computer and/or I had saved payment info and passwords to the accounts?).

2) Any kind of credit review without prior notification and authorization.

3) The phone call to another firm regarding a customer (or potential customer) without the customer's authorization; and of course,

4) Performing a credit review poorly and inconsistently (it seems that they need to **-proof that process).

When I suggest that their "credit analysis" method is foolish, I am speaking with a considerable level of expertise (in credit analysis, that is, not in being foolish. Though I suppose some could argue).

I contacted their national customer service department to complain and asked for the names of the local branch manager, his boss, and then his boss. The only name they would give me was Paul as the branch manager, no other names would be given for "security" reasons. What? I asked how is that dangerous to know who the managers were, but they would not give the information out. Oh, well, I did my own digging and found out who the national management team is (thanks Consumerist) and they will be getting my complaint. Now it will go from the top down. I've used this branch for both business (my wife and I are in the insurance industry) and for personal reasons. Needless to say, that won't happen again. I was really amazed at the sarcastic, curt, and rude manager there named Paul. He was not able to rent from Enterprise, but Avis was more than happy to take my business.

An Enterprise employee (name unknown, young white male) told me that I owed $272.79 for the CDW. I told him about my having called State Farm regarding the CDW. I told him that I did not request the CDW coverage, I did not owe it, and I did not plan to pay it, i.e., because of Rachel's erroneous inclusion of the CDW. He admitted that the computer record of Rachel's notes indicated I had called State Farm regarding whether the CDW was needed. Despite the Enterprise agreement error, he still charged my credit card, without my authorization and despite my repeated protests. When I checked the car in, I was not given a receipt to sign, authorizing the charge, nor as I recall, did I receive a copy of the agreement.

On 1-24-11, I called Ryan ** and requested his reconsideration of my case. And I asked for a refund, i.e., to make me whole. He offered a free weekend of rental car usage. But I told him I wanted a $272.79 credit card refund/credit. He said he would investigate further and call me back. It has been 9 days as of this date, and he has not called me back. I interpret his non-response to mean that he has no intention of voluntarily issuing a refund to my credit card account. If you have an email address you would be willing to send to me, I can email a letter to you which includes more details than I have set forth here.

Upon inspection of the vehicle I was initially supposed to rent, I found there were absolutely no treads on the front wheel drive, front tires of the vehicle. While I observed this, the Kia was parked in a spot with less than a inch of snow in it on a 2-degree slope within the parking lot of Enterprise North Versailles. The car tires were spinning in place when she tried to move it. She later came and put cardboard under the tires and the car broke free. Upon inspection of the car (Kia), I noticed there were minimal treads on the front tires of the front wheel drive of the Kia. I reminded her of the snowstorm approaching Pittsburgh, PA, and asked her if they were trying to kill people. She laughed as if it was a joke. This was my only means of transportation and therefore had to settle for a vehicle that I know is set up for disaster. The storm is supposed to hit today, 1/11/2011.

No physical damage has resulted. However, today I risk my life to get to and from work and school 10-20 miles away from my house. I am very afraid and nervous. However, calling off is not an option in the construction field, so today and for the next four to five days, I risk my life so they can save and make a couple of dollars.

My nephew got in touch with Enterprise again and I received a $10 refund, their admin charge. In early October, I rang the Citations Department in the U.S. from the U.K. and was assured that I would get the refund for the parking violation. It is now January 2011 and still nothing has happened. The credit card company cannot help as the dispute is now out of time for them to investigate.

When I arrived at Enterprise, the sales person that was at the counter immediately asked me for my license, credit card, and my insurance information. She also asked for the amount of my deductible. The next thing I knew, she asked me to sign and initial the form and rushed me outside of the building to see the car. As I went outside to review the car with another sales person, she asked me to look around the car and asked me to sign the form and was quickly wanting to leave.

Days later, when I returned the car at a different location, they found scratches on the roof of the car. They then charged my credit card for the deductible without my knowledge and without my consent. I did not know about the charge until days later when I was speaking with one of their damage team and they informed me that I was in fact charged. I then called the credit card company to stop payment because I don't believe any company should have the right to put any charge onto my account without my knowledge. In addition, Enterprise did not return any paperwork when I left the branch. They did not even offered the signed contract that they were suppose to send me home with. Their sales persons were rude and somewhat unreasonable. I explained to them that while I had the car in my possession, it was mostly parked in a garage and I can't imagine things would fall onto it since the garage was attached to the house that I live in.

Meanwhile, Enterprise went ahead and filed a claim with my insurance company wanting me and my insurance to pay for the damage. The insurance company did their investigation and found that I am 0% liable for the damage and told me that I should stop payment on that credit card charge. They also informed me that if Enterprise were to try to collect, the insurance company will be sending a team to defend their decisions.

Fast forward to three months, now we are in January 2011, I am still dealing with issues regarding the charges. My credit card company is trying not to stop the payment of that $500 that was originally paid to Enterprise and since my insurance company found me 0% liable for the damage, I don't understand how I would have proof of payment to Enterprise.

After my experience, I was told that Enterprise often file claims for cars that were parked in their lot and keys returned in the drop box. I understand that someone needs to pay for the damage, however, with the whole string of poor customer service and errors that they have made, it is just unreasonable to try to pin the fault on someone else.

I felt horrible and began to cry. She just smirked and rolled her eyes. She then gave me an ultimatum to get the stuff out of the trunk; lose it or rent the car! I then gave her $55.00 cash for the car. I would have reported her to Glenda, but I found out they are really good friends and would not help. The other workers felt really bad as to the way I was being treated but were afraid of being fired by them. I told them not to worry, I didn't want them to lose their jobs. The other workers apologized for her actions as they knew me as a regular customer. There has been other incidents where cars are not there after making reservations online. I have had to go to other locations to pick up. Another time, the car did not have up-to-date registration tags. Cars with no gas upon pickup. This is norm for this company. If I did have a vehicle previously for my parents' doctor's appointments or to make arrangements for their burial, I would not have used this company!

When it came time to return the vehicle, we noticed an additional charge of $3.99/day. When we questioned it, we were told that it was a mandatory company charge, which we had reviewed when we signed the contract. In all the confusion of picking up the car, I guess when I signed an agreement to taxes and fees, I did not ask what the fees would be. My complaint is not so much with the service that Alan provided, but rather with the slightly deceptive policies of Enterprise's website. First they stated that there were vehicles available for same day rental which was not entirely true, at least not at that location. Second, they quoted a rate of $19.99/day which neglected to factor in the mandatory $3.99/day roadside assistance charge.

I was beside myself because not only have I attempted to reach out and communicate to see what would be done. But no one has re-turned my call for almost 2 weeks. Rude and unprofessional. Not only was the branch unaccommodating once I returned the car by not allowing one of there representatives to drop me at a near location other than my house, that they said was too far out of the way, but had allowed a serviceman to throw my things away by not notifying. I am really disappointed in this behavior and can't believe how unprofessional the manger has been by not even reaching out to settle this matter. I had almost 300 dollars worth of belongings thrown away. Jacket, Boots, a phone charger.

After being with him, I felt comfortable and confident that I would receive good service. Next, I went to the Enterprise counter the raison d’etre for this letter. Nick ** gave me the rates. Armed with all the information, my AAA Representative, Christine ** suggested I waited to hear from the other driver's insurance company. November 7th arrives and I received a call from a Nationwide Representative, Latasha **. She indicated Nationwide would cover the repairs and rental car charges. She agreed that Service King would be acceptable to do the repairs and to use Enterprise for rental car service. I was also told a refundable $50 deposit was required. Note: To date my $50 deposit has not been returned.

I made an appointment at Service King for November 18th. James ** was my Service Adviser. He told me I was part of the Blue Ribbon Service program and this was a BRRS facility. We discussed the program. (Subsequently, I received a letter from John **, Nationwide Claims Manager. “We pre-screen, pre-qualify and endorse each BRRS facility.” This was part of the letter.) James introduced me to Bobby at the Enterprise counter. He asked for a $100 deposit. I immediately told him, per the Nationwide representative, the refundable deposit was $50. He changed and accepted my debit card for the $50 charge. I guess I should have been on guard, but he was very personable as he directed me to sign here, initial there, etc., as I told him I was a novice to this experience.

Question: If Enterprise has a location at a BRRS facility, is Enterprise covered under this endorsement? It's November 30th and I was happy, James called and my car was ready. James met me at the door and I signed the necessary papers and went to the Enterprise counter to return the rental car, the mileage and fuel was checked (I returned it full). I asked about the refundable $50 deposit and was told it would be returned shortly. The following day my bank account had a charge of $338.79. This is when the nightmare began. It's December 1st, I had paid all of my bills and this unexpected charge caused major overdrafts. I am 72 years old, retired and living on a fixed income, this could easily bankrupt me. After talking with Bobby at Enterprise, I realized I had been hustled. The old insurance scam was alive and well.

During our discussion he was arrogant, rude and condescending. I was never told by anyone I already had sufficient insurance to cover the rental car, not my AAA representative, nor the Nationwide representative, and of course not Bobby. Also, I was not told initially for charges not covered by the insurance company. I was advised this is standard operating procedure for Enterprise, being the worst offender followed by Thrifty, and others in the industry. Websites are dedicated to similar complaints about Enterprise. Question: Is this the corporate culture of Enterprise? Does a code of ethics even exist for its employees? Erac.com, the corporate website, addresses Enterprise’s culture in glowing terms, personal honesty and integrity are the foundation of our success. Our brands are the most valuable thing we own and Customer Service is our way of life. Are these just empty words?

They also charged an additional $69.00 claiming to GEICO that I took out the additional $16/day for extra insurance, which GEICO doesn't cover. I will definitely not take that kind of insurance out again, if this should happen again. The main point is. When my claims adjuster called Enterprise to find out about reimbursing me back the money I had not expected to pay out, they gave 2 reasons: 1) That I took out the $16/day insurance (extra). I acknowledged that! 2) The other was that I specifically requested a medium size car. Which I did not and is a lie! Why would a company I thought to be reputable deliberately lie! Please do something about their sneakiness and shyster ways.

His manger Tom ** never returned a phone call and I have had to close my bank account and reopen so they don't keep taking money out of my account and I don't have to deal with this issue anymore. In one day, this company and manger debited $100.00, $100.00, $100.00, and $156.00 all-in-a-roll in one day without myself knowing or any kind of notice. After I noticed it, They called and said they will refund some of my money.

At headquarters, they have nothing to say about it and the one lady can't understand why he keeps doing this to my debit card. But can't do anything about it but says to talk to his boss Tom **, who won't take or answer a call. This has become a real nightmare.

I called Enterprise back. They sent a roadside assistance person, when they arrived there had trouble figuring out how to jump the car because he thought it was the battery. When it did not start with the jump, he called his office back and told he did not know what the problem was. While he was on the phone, I called Enterprise where I rented the car from, so he could explain what was going on. While both parties were on the line, they told him they would contact the enterprise where I rented the vehicle to have it towed.

After approximately 2 hours of waiting, I called Enterprise where I rented from to say was still waiting for a tow. They said, the other Enterprise never called. I called the Enterprise I rented from. They said, they thought the other Enterprise was going to have it tow.

The rental agreement was signed and my Visa was given to use as a deposit until information could be exchanged from my insurance agency on the following Monday as this occurred on a Saturday morning. The rental agreement stated rates are $39.99/ day then under that it states $19.99/day/special.

Upon returning the vehicle they stated that the $19.99 rate was only a weekend rate. And there is no way they could have suggested it was the everyday rate. I was in no way, shape or form ever notified regarding a change in rate. Now Enterprise is charging my Visa with an additional charge of $299.66 after the insurance payment of the $600.

Despite multiple phone calls to this agency manager and my insurance company's calls to the area manager, they insist the charging is correct. There is no way I would have kept the car the entire 30 days had I thought the rate was $39.99/day. I have attempted to get the charges disputed on the Visa without any result. Enterprise now states they will lower the rate and only charge me $149.66 due to the misunderstanding. I'm furious and wonder how often this probably happens and people just pay it.

I am not sure if the manager doesn't want them to know that he would send my son out on late runs or tell him to go to car star and get a car and then leave and go home and tell him to drive the car to work the next day, but do not drive in front of the building so the camera won't catch it. He doesn't even make sure he gets back with the cars, he also give deals on cars for the trade of alcohol and it is being delivered to the job site by a guy who works at the Walmart in Blue Springs.

I have also seen an employee go over to Quiktrip during business hours and sell gas, they wash their cars on the clock and the manager keeps a card in his wallet at all times. They are using me to hide things that they are doing because whatever had nothing to do with me and I feel they are holding me accountable and that is unfair to me. I had to work and could not get to work. I feel they are blackmailing my name for something that I had nothing to do with.

I traveled with the vehicle on business to New York. The car was parked in a safe location during my trip to NY. At no time did I observe any damage occurred to the windshield of the vehicle or any other part of the vehicle. I returned the vehicle to Enterprise Rent-a-car at 7823 Sudley Rd., Manassas, VA on 10/28/2010. The vehicle was inspected by a female employee (name unknown) and the assistant branch manager Travis **. Both employees advised me that a small crack in the windshield approximately 1/2 inch in diameter was found and that I would be responsible for the damage. I explained to both individuals that I did not cause this damage and that I should not be held responsible for damage that had already existed on the vehicle prior to my renting it.

Mr. Travis ** became rude and advised me that since I signed off on the inspection form, I would be required to pay for the damages. I feel that this company is being dishonest and is forcing me to pay for damage that I did not cause. In addition, I feel that the way that my concerns were handled by the managers of this establishment shows a clear and convincing disregard for providing quality customer service. I explained to Mr. Travis ** that my complaint is not based on my having to pay money for damages.

My complaint is centered on the principle that I should not be required to pay for damages that were already on the vehicle prior to my renting it and damages that I did not cause. I also explained that it was unacceptable to treat a customer as poorly as these employees have treated me in handling this issue. Needless to say, I want to warn other customers of the way that this Enterprise branch operates and of the poor customer service provided by both **and **.

A few days later, I got a call and was told they sold the car and would put me in a pick up. I returned the car late that afternoon and there was not a problem. They then gave me a 2010 Chevy truck. Again there were scratches on the door, bed, tailgates, etc. I pointed them out and the same guy that gave me the Kia said the same thing about the truck that it was considered normal wear. I assumed since there wasn't a problem with the Kia and the lack of notation, there would be no problem with the truck, even though I am uneasy with this kind of dealings.

I am disabled. I have one leg and breath with the capacity of one lung. I can not walk 30 miles one way home and it was near closing time and I had no choice but to take the vehicle as the man said he would fix the paperwork once inside and didn't want to "delay me" which I took as he wanted to get home. The truck was driven maybe 100 miles and remained parked most of the time and most of that mileage was home - back and forth to London one time and back to Enterprise some total of use.

When I returned the truck there was a different representative. Suddenly, there was "new paint scratch" on the door of about 3 inches long. This is like a 30 - 50 dollar buff out job type scratch. They accused me of doing it. I did not.

I told them half the scratches and dents on the vehicle were not noted. They said the bed area was "normal" damage and they put liners in them anyhow (like why didn't they put one in the first place?). I said, "So it is okay to scratch one part of the truck and not another? It is okay to note some of the marks but not all of them? It is okay to not do your job because it was closing time and then blame someone for a mark that was already there?" I told them had I done it and since I was picking up my truck from the body shop, I would have had it buffed out, but since I did not do it and I was told it would not be a problem on return I did not have it done.

Of course they made a big issue wanting my insurance information, etc. Well, they had it since that is who rented the truck. I contacted my insurance and the body shop. I was told by the body shop that office in London, KY was famous for doing this kind of stuff. The insurance apparently will not pay for it and I am getting letters from Enterprise. They do shoddy business in my opinion and I will not deal with those ** again. I'll walk first or ride my wheelchair

I was told that my rental would be $121 for the weekend special (Fri-Mon); then, when I got there, another employee told me that I would not be able to leave New Jersey. Then on top of that, the car I reserved was unavailable. I missed half of my son's wedding with the trouble of renting this car from Enterprise. So at the last minute, I had to turn to another car rental company at a higher price.

We did not buy their Insurance but asked for a ride when we return the car. After all the papers were signed, she said they would not give us a ride when returning the car. The day we did return the car the branch manager, Neil ***, was there and as soon he pulled the car up on the computer and saw we did not purchase their insurance, he rushed out to look at the car and said it was damaged. So we go out and see it's the same small dent that Jennifer would not note because it was smaller than their circle.

Neil said it was at lest 4 inches in length and 2 inches wide. That is not true and we took pictures of this dent you could hardly see. He was very rude and charged us a $500 deductible for the damage. We tried to reason with him and he said that;s how they make our money. We will never rent a car from Enterprise again.

I returned the car and upon inspection, was told that the rear bumper had been "damaged." I looked at the bumper led by the sales representative, who showed me small nicks located on the bumper that any observer would say could be touched up with paint using a small brush. The representative told me that I would be contacted regarding the "damage." After discovering that my deposit had not been dropped from my debit card a few days later, I contacted the office and I was told that my deposit was being held until this incident was resolved by the company.

The bottom line is, I feel that the "damage" was certainly not worth the charges that were sought. There were other significant nicks and scratches on parts of the vehicle that obviously had not been repaired. The seats were badly stained and the car (in general) was not in pristine condition. I cannot help feel that this was a seized opportunity to get more money out of this particular rental transaction. Of course, this ends my extensive relationship with this company and I am sharing my experience with friends, family, co-workers, and business associates. Auto renters, beware!

I explained the situation by phoning the car hire company the next day. They told me they will sort something out when I will bring the vehicle back. When I took back the vehicle, I was told by the manager it was my fault for filling the fuel to excessive amount. They will not be able to refund me for the full fuel tank left in the vehicle. If that was the case, why did they not tell me over the phone when I phoned them I could have taken fuel out of the tank. Why did the manager said to me over the phone, “Do not worry we will sort something out when you bring vehicle back.”

This is daylight robbery and a complete rip-off. I have been ripped off for complete tank of fuel, which cost me $85.00. If this is not daylight robbery, what is robbery? The vehicle’s tank.

The Enterprise employee, Eric, has J. sign a rental agreement and then sends her on her way. What Eric didn't tell J. is that the car they gave her is an "upgrade" and costs $20 a day more then what ICBC will pay. To add insult to injury, the employee also checks a box indicating that she "agreed" to additional insurance coverage - even though I have full coverage for the rental car transferred from our car that is under repair.

When J. tries to get her deposit money back, after the rental car is returned undamaged and on time, she is given a total run around for 4 months. First J. is told that the refund will be mailed out then, after several more requests. J. is told that she only gets a partial refund as she "asked for" a more expensive car and then, after even more time and attempts to have her money returned, we are told that she actually owes an additional $114.86 for the extra insurance coverage. So, hoping this is all just some sort of clerical error, we try to sort this out with Enterprise Rent-a-car management and their help desk and our efforts are met with ridicule, we get put off, lied to and then ignored.

Absolutely deplorable business practices for a company over such a relatively insignificant amount of money. To top it all off, Enterprise Rent-a-car then hires a collection agency for the $114.86! This is J. first experience at renting a car and likely for her the last, never mind the last time we ever deal with Enterprise Rent-a-car for anything! What a total rip-off! This happened in Richmond, BC, Canada.

Now, they're saying I'm liable for damage to the car because I was driving it when the damage occurred. They had no type of disclosure to this effect in their papers I received at the time I tendered the credit card. The insurance company for the driver at fault has paid that driver's claim. When I asked that company around the end of August, 2010, why they hadn't paid Enterprise's claim yet, I was told they still hadn't received a claim from Enterprise. A few days later, on or about Sept. 2, I received a 16 page packet in the mail from Enterprise demanding payment for all damages to the car I rented. I, of course, referred it to my insurance company, who said they would call Enterprise to set them straight. To this date, I have not received credit for the $200 damage reimbursement/deductible nor word that they were acknowledging I was not responsible for the accident. The police report does show that the other driver was charged with the accident.

1) On September 13 2010, when my wife whispered with me privately in dialect, the staff was rude and said that she didn't speak the dialect but only English.

2) The staff, when returning our car, told us the company policies that were not told to us when we rent the car. But the staff said that rules are rules and she had to follow up the rules. It was like that they knew the rules, didn't tell customer when renting a car, but charged the customers using the rules when returning the car.

3) We rent the car for 2 weeks. When we returned the car at 7pm of Friday, the office was closed due to weekend and the office would be open at 8am of next Monday morning. When we returned the car, we were told that we were charged with 3 additional days' rental, because of the office closure during weekend, even when a customer returned the car during weekend by slipping the car key to the office box. That's the company's policy. -- For this policy, we didn't complain about the staff though their service was bad.

4) When we asked for talking with the manager, we were given a phone number to call. When we dialed the number, we were told that the phone number is not in use anymore.

The policy was set in such a way that no matter when a customer returns a car during weekend, the customer will be charged by 3 additional days' rental fees, even though the customer didn't drive the car at all. --- This is the Enterprise policy that exploits customer. A piece of suggestion to other customers: if you have a choice, don't rent car from Enterprise. We paid more than $130/- for the car that was not used and rented. Don't use enterprise next time.

The last time I rented a car from Enterprise, I had a flat tire. After managing to bring car to their office, I was still charged $3.99, road assistance fee. I did not call, I brought the car to their office; I did not have road assistance and I have all kinds of insurance which they sold to me but they decide to charge me for flat tire. That's okay because they lost a customer over $3.99.

I rented the car for 10 days. After the first day, I decided the van is too big for me to drive in Philly and Lancaster county. I stopped by two Enterprise office in Lancaster county on 8/30. I was told there were not any small cars to switch it too. I wasted more than an hour of my vacation without a car swap. I was told to call the Ephrata office to switch my car. On 8/31 at Ephrata, an agent answered my call and told me that there might be small cars coming in. I waited until noon and asked him to call me when a small car is available. I never got a call back.

On 9/1, when I was in Philly, I called again. The electronic key that I was given had very low battery. I told the agent about that and was told I need to call Philadelphia airport instead of Ephrata. An agent from the airport office called me and told me to bring the car back to the airport to switch it. I told her that I had spent enough time to deal with it. I wasted another half an hour to talk to an agent and a manager. I asked for a battery to deliver to my hotel in King of Prussia. I was transferred to the airport manager. The problem was not resolved.

When I returned back the car on 9/7, I told the airport agent the same thing and had no answer. I was charging $20 a day more for 10 days for a substandard car. The remote control key was not working. I had to risk to open the door manually on busy Philly streets. I am very very disappointed. Enterprise computer system is inferior. No tracking record of my complaints.

After leaving Enterprise, I realized it would be worth getting a picture of the vehicle for proof of non-damage. I returned to Enterprise within 10 minutes and discovered the vehicle had already been removed from the site. I called the manager and communicated that any action to file a claim was insurance fraud and I would pursue filing a claim against them. Since then, Enterprise has submitted a claim against my insurance and submitted a claim for reimbursement. I've asked my insurance to request proof of damage with no response from Enterprise to date.

When I tried to clear up the mess, the Enterprise office at the Phoenix airport and the Enterprise Citations Department in Tulsa, OK, spent more time and effort pointing fingers at each other than trying to solve my problem. Tulsa required that I photocopy and fax to them, at my expense, of course, a couple key documents that were already in the Enterprise Phoenix Airport office. Then, Tulsa's knee-jerk reaction was an offer to pay my $235.00 fine for me and just sweep the whole mess under the table.

I said it's not my fine. I want my record cleared. Why should I be stuck with a traffic record in Arizona for something that had absolutely nothing to do with me? To this date, I have nothing in writing, except Enterprise's word, saying that my record has been cleared. Next came a series of phone calls from Enterprise in Arizona, with requests that I call them back with toll calls at my expense, of course. Enterprise carefully avoided putting anything in writing. In total disgust and frustration, I wrote Ms. Pamela Nicholson, President and COO of Enterprise Rent-A-Car in St. Louis, MO. I didn't even receive the courtesy of a reply from anyone at Enterprise's home office.

Finally, I got a letter from the Phoenix office with a $50.00 voucher to be applied the next time I rented a car from Enterprise. A $50.00 voucher! Not the $235.00 they were willing to spend to pay off my traffic fine. Not the $156.88 three-day rental charge I paid them on May 20th. Not even real money to reimburse me for my out-of-pocket expenses to straighten out their mess. And, of course, absolutely no consideration for the serious stress and trauma this false accusation caused me (an 81-year-old, law-abiding citizen with heart trouble). No. Just a $50.00 voucher to be applied the next time I rented a car from Enterprise. Not likely. The Enterprise Rent-A-Car website says Our Enterprise Service Quality Index (ESQi) hinges on two simple words: Completely satisfied. No way!

I found a third inconsistency on the documentation from an auto body shop quoted a price for a part that was inaccurate, according to the dealer, and for paint, though the dealer said the part comes already painted. The claim stated there was a scratch on the rear view mirror, but the auto body show quoted a price to replace the entire mirror. The quote from the body shop had no inspection date.

I sent Enterprise a letter raising questions about their claim, and after two weeks, I received a form letter stating they were dismissing the claim and apologizing for any inconvenience they might have caused. I have given the matter over to my lawyer to pursue damages for the time and expense I lost, and forwarded the issue to the Attorney General's office. Be advised that this practice is apparently common at Enterprise and is fraud. Consider yourself warned.

I am very disappointed in your company. You company has made it difficult for me to continue my daily activities due to lack of transportation.

When my uncle and myself walked around the vehicle we noticed that there were a lot of scrapes and bruises to the vehicle. We began pointing out the infractions and he stated that they were concerned about the major ones. We were under the impression that all damages had to be notated. My uncle and I pointed out damages and Mr. ** stated that he was not aware of the ones that we pointed out to him. When we made our way to the other side of the vehicle which was the driver side we all noticed the scrapes on the front door panel.

Mr. ** stated that he already knew that scratch was there and that's why the receipt was already completed upon going outside to inspect the vehicle. When we came to the back part of the back part of the vehicle my uncle and I noticed that there was a small dent and scrapes. Mr. ** stated that he was aware of the scratches but didn't know that there was a dent in the vehicle. He stated that he would put that information in the records of my uncle. Upon returning the vehicle Mr. ** stated that he was not aware of indentation or scratches on the driver's side back fender of the vehicle. He then stated that he was going to have to file a claim against my uncle from his credit card or his insurance company.

My uncle and I explained to Mr. ** that he was aware of the damage and he kept saying he was not. Mr. ** couldn't even be honest to just admit that he was aware of the damage when the vehicle was returned. It was just verbal blame to the customer. My uncle stated that he was not in agreeing to damage that was already caused to the vehicle. The professionalism at that location is always really relaxed they are always discussing personal information instead of focusing on the needs of the customers and the vehicles. This is the third vehicle that my uncle has rented from this location and the gas is never full and the breaks are always bad and making a grinding noise when coming to a stop. They are now trying to charge my uncle a deductible from his credit card account.

I took it back to the auto repair shop and got my truck on Monday. The next day I received a call saying that I had pulled a trailer with the truck and damaged it. I am a city boy and never have pulled a trailer - have no intentions of pulling on and would never pull a trailer with something that I was renting. I have now received a letter from the company saying I owe for the damages. I take pride in cars/trucks/transportation. You don't take it for granted. The stress this has caused my family is unreal. All of this nonsense, just because I needed a new roof on my house. I can't believe a company like this can stay open with all of the complaints they get and most of them are the same. I just wonder if the person before me got the same letter. I would love for someone to call me in this matter to see what steps I need to take. Dent in back fender and license plate.

Our vacation was ruined because they didn't have a car to give us until the fourth day. Also, we were very upset after we found out that we could have been killed or killed someone else.

After a long, we gave up, signed and left. When he called to ask about our satisfaction, we told him we were still not happy for the way he handled the upgrade situation. He told us he would give us a free tank of gas. We understood that to met in our personal car. When we checked the car out, he told us that bring it back with 3/4 tank and no charge for gas. When we returned it he told that would be over $7 for gas. It was at 3/4. He said, well it was really a little over 3/4 and we needed to pay for a couple of gallons. We argued that point and he gave in and said, "oh, I do see where I wrote that down."

When we asked for the free tank of gas, he gave us his business card, wrote on it "Free Tank". I asked a driver where to get the gas. "Went to station," he told me. They had no account for Enterprise. I went back and with a smirk on his face he said, "Oh, that's for the next time you rent from us." I doubt that will ever happen.

No more business with Enterprise and I will recommend my friends and family never use Enterprise. We were treated disrespectfully and rudely. I'm a professional in our community and have a lot of contact with people in the business world. Just because I have gray hair I should not be talked down to, and smirked at.

P.S. AARP are the people that told me to use them. They must be in on it together. I now have cancelled my membership to ARRP too!

So on our way to our appointment in the next town Santa Maria, CA we called the other Enterprise to see if we can switch to a bigger car. The girl that answered the phone was very nice and told us sure. We asked if they had any cars available like a better Nissan. She told us, "Oh yes." So we told her what happened and what car we have then. Her attitude changed and told my husband that sorry but the only cars we have are in stock and reserved. That is a bunch of *** if you ask me. We have rented car from Enterprise a lot in the past, never had a bad car ever until today. Customer service is not bad. I think the girl that always helps us her names is Lily or Lucy something like that but her co-worker, she is something else. She gossips a lot to customers about other customers. Not very good customer service I say.

I returned the car on Sunday morning and left the keys in the drop box. I called back on Monday, finally getting in contact with Jene. Then he says he is unsure why the balance was so high and what was going on with his computer but still charged my account an amount we never discussed. I couldn't believe what was going on. Then he began to hang up in my face, never helping the situation at all. On Tuesday, I spoke with the branch manager who was out of town on the dates of the issue.

She began to tell me what happened as if she was there. She tells me this rate was written on the contract they had at her office that I never received! So it's my word against his. What! I have never dealt with people like this when your spending your hard earned money! So if you ever need to rent a car stay away from Enterprise in Bessemer AL. I will never use their services again, they need to close.

He never apologized, never offered to find another vehicle, and was rude and condescending. When a vehicle did become available, he began processing it. But he declined to rent us the car after I complained about his lying to me about trying to contact me on Saturday. There is absolutely no customer focus at this Enterprise office and even a hostile attitude toward customers. Enterprise policy allows local offices to discriminate against customers on a whim.

This letter was faxed to Eddie ** (Recovery Specialist) in April; however, continued to send correspondence demanding I pay the alleged $450.14 for loss of use. He left a message for me in May or June requesting I pay a lessor amount. The friend I was visiting during the time the car was damaged offered to pay the lessor amount to put this to bed, so I referred him to Eddie. He and I called Eddie several times attempting to address this issue, but Eddie never returned our calls.

I have been a loyal customer of Enterprise since the late 1980s and more so now that I am driving a 10-year-old car with more than 240,000 miles on it. I would like to continue our relationship, but I think I am being victimized by corporate greed.

I was only given the form with all the information printed in when I was given the car after a walk in around and did not read where she had me initial which actually authorized two other types of ins called DW and PAI. Only ins discussed with me was the liability ins and I declined I was informed my ins would be responsible for any accident and damage I said yes but was instructed to sign area that read accept. I believe this was purposed deception, I was late for work and although I signed I believe they knew what they were doing and it is terrible customer service. I would never do business with them again and hard lesson learn ''do not drive off or initial anything till fully reading.

Seriously? If you give me a car that breaks down, shouldn't I get first choice? I am totally dissatisfied and will be notifying the president of the company as well.

When I arrived at Enteprise, I was greeted by Kirbe **. She announced to her co-workers that we got the Honda back. In retrospect, what does that mean? She went out and began to look the car over and looking all under the car as if she was looking for an already existing problem. Keep in mind that I rent cars all the time but our company does not use Enteprise. Kirbe became very aggressive and rude and told me that there was major damage done to left side underneath the car. My co-worker could not believe how rude Kirbe was and told me that I was handling it well because Kirbe really doesn't want me to get upset. I explain to Kirbe that when I rented the car, the girl that rented to me only walked around the car and did not look under the car.

I have never had any car rental place look under the car. Politely explain to Kirbe that I did not damage the car as only drove the car to work, church and home. The damage must have been there when I picked up the car. Kirbe told me that Enteprise had a lot of interns working at their Memorial Branch. I explained to her that I am not paying for Enteprise lack of training. As we bickered back and forth, Kirbe turns to a guy and says to him, will you check these customers in and he said to her that I am not allowed to check them in but Kirbe insisted. My co-worker said I guess he is an intern also and she said yes.

We have a real issue here. Rules are not being followed in any office and I am not going to be used to pay for their mistakes. My co-worker tried to explain to her how annual I was about cars but Kirbe would not listen. I asked her to call the North office but she did not want to. Kirbe was very rude and said in a derogatory voice what she is going to tell me. Enteprise, I will not stand for this type of treatment. It is not necessary and will not be tolerated. I do plan to contest the charges. Customer respect and loyalty has been damaged as I have always chose Enteprise when I had non-work related rentals.