Enterprise Rent-A-Car Reviews

I felt a charge of £220 for a minor scratch of scuff mark was too much and they would have charged more if my excess was higher on my policy. Having said all this it said on the customer claim form states that they would advise me of the repair cost and for minor repairs a MATRIX PRICE MAY BE APPLIED, which means I assume at their discretion but no indication of the amount. The correct way to do it in my opinion would have been to allow me to pay a premium to cover me against any losses they suffered rather than to make me sign my excess away. I felt cheated and more so I felt that staff are made to do this by the company. Unfortunately I didn't take any photos and if they wanted to assist me they could have advise me to take photos or they would have done the same. Such a shame.

Updated on 07/17/2015: Enterprise emailed me, shortly after the Assistant Manager from their Barking branch negotiated that I pay approx 50%. I reluctantly agreed. They then sent me an invoice confirming this but cheekily added an extra (£ 25) administration fee. I complained to them and had no response. Weeks had gone by and I contacted them again requesting the balance of my excess only to be told I was owed nothing as the repair cost was more than my excess and that the case was closed. I wrote back demanding to reopen the case and reimburse my money. They then wrote back and told me that the Area had already dealt with my case. I requested the Area Managers contact details only to be told this was not possible. Basically they swept my file under the carpet, kept my money and then lied. Let's see who has the last laugh when I take them to the small claims court!!

They need to be investigated or seriously looked into because their priority is not the customer, it's themselves. They try to make up for their incompetence by hiding behind sincerity and I might have been ignorant to believe that crap had they not called me in the morning to confirm my scheduled reservation. Every single person who has a legitimate complaint needs to put it out there. That's the only way a clean up of ** employees is going to happen. They have piss-poor performance when it comes to business. This starts all the way at the top with the people that hire these ** like **. Have fun in Cancun, ** (that's all she talked about while customers were waiting). Hope this kind of karma doesn't catch up with you in the waves.

I then went back to my phone, thinking I was an idiot and didn't see that, only to find I was not. Nowhere on the mobile-friendly site does it say any such thing, which I showed the counter girl and the manager, to which she (the manager) went in the office, printed a screenshot from the DESKTOP computer and said quite rudely, "You see, there it is. We are not going to rent you a car," and walked off.

They then suggested I go try to rent from one of the smaller companies around the airport. I called the 800 customer service number. They said to go to a local office. I asked, could they pick me up? (You know the commercial -- Enterprise picks you up.) Her reply was...no, it had to be from home or a body shop. So long story as short as I can make it, it cost me $35 to take a cab home. Thanks Enterprise. I'll rent from Budget from now on. Just had to vent. Sad that customer service is so hard to find. I know Enterprise couldn't care less that I won't rent from them.

He mentioned something hanging down underneath the car as well even though the damn car is about 4 inches from the ground. Nobody got down on the ground to look under the car when I rented it, so there's no way they can tell when that happened and how it happened as the car had almost 5,000 miles on it. It could have happened anywhere, and they never told me what it was either. He told me they would have to take it to the shop to get an estimate and it sat on the rental lot for 2 days before they took it over to be looked at, after I made about 4 calls to check up on it. I was worried to say the least and asked if I would be responsible for the loss of use since they sat on it for 2 days and was assured by ** that I would not be. I have not been contacted by them or by their insurance but I have a feeling that they filed a claim and are going to try and surprise me with a bill for something that I didn't do and have no idea of how it happened.

Now, they called me again to close out the rental, that I had to pay another $50 so that almost $300. So not only did they not explain all my fees and the lied to me about putting me in the car that I did not want. Anyways, I am never getting another rental from them. FYI, I only had the car for 5 days so $22.99 plus 5 times 5 days does not equal $300. I am very upset at the deception and practice of the Enterprise Rental on Hotel Circle in San Diego.

We were in the middle of packing when this bomb was dropped. They knew they had us where they wanted us... but, my wife and I were mad, so we called their bluff and called the Denver Airport and told them what had happened, asking them to honor the contract fee with the other agency. The downtown agency suggested that I ask for the other agency to honor "their ambiguous contract" which obviously bordered on a scam. To our great surprise, the quote from the airport Enterprise was far less for the same vehicle, it would be right there at the airport, and we would not lose any time hunting down this Broadway agency. Businesses like the Broadway Enterprise give the entire company a bad name.

Being a businessman myself, I believe Enterprise Leasing or a parent company, would want to know how their "children" are acting. If I hear nothing back from Enterprise, I would not be at all surprised in this world today, and that will just speak for the parent company and I can then tell my story about Enterprise from now on while using another company that values their customers. I want no excuses. I demand nothing but an explanation and an apology from the Broadway Agency. And, I would hope that the parent company would look into this operation. I do have written proof of my allegations and see nothing in fine print that would refute any of it. Thank you.

Original Review: June 2, 2015

I have always had "mixed" customer service with Enterprise, but the latest experience has motivated me to share my tale, in hopes that others exercise caution. In short, I should have taken better notice of the potential road hazards that mar the lot of this "in-town" location at 509 Cornwallis Drive in Greensboro. In particular, I should have been tipped off when the rental associate presented, with zeal, the opportunity for me to pay extra for "road hazard" coverage -- a new one for me, since I always assumed that the rental company would dispatch help if their vehicle became disabled by no fault of my own. I declined this opportunity -- but in retrospect should have considered reasons why this was presented with such passion.

I traveled 417 drama-free miles in my 2014 Hyundai Sonata that I rented, and arrived at the lot with time to spare before the office closed. Upon inspection of the vehicle, the agent handling the return noted a nail sticking into the tread of the tire (pictured) -- at a depth that would indicate that it had literally just entered the tire (since additional revolutions would certainly have impaled it further). As I explained this, first to the agent, and then to **, the location assistant manager - they too, agreed that I would have experienced a flat or tire warning somewhere along my 417-mile journey if, in fact, the nail entered sooner. They seemed to agree that the nail must have entered within the last few feet of the rental.

Despite this acknowledgment, ** pointed out that since the car was my responsibility until the rental was closed, there was nothing that could be done -- including applying the same common sense she had just demonstrated moments earlier -- and that I would likely be on the hook for a new tire. I decided to inspect the lot to document instances where other hazards lurked -- imagine to my surprise that, just about eight feet from the parking space where I put the car, I found a wooden board (pictured) that had an empty nail hole that was about the dimensions of the one in my tire. Other hazards uncovered on my very cursory walk included broken glass shards, a hard-plastic, pointed-ended shard of about 2-3 inches, and a glass beer bottle (all pictured).

I plan to share this review with Enterprise's local risk manager in hopes that common sense does in fact prevail. I would additionally urge prospective renters to observe the conditions of the parking lot and possibly think twice if it appears that the staff does not place tire safety at a high premium. After all, it is a place where cars are rented.

It was 18.99 a day so I ended up paying 142.56. I was only supposed to pay $30,00 for the deposit. He said it was for the damage waiver THAT I HAD to initial in the box that was on 05/16/2015. On 05/27/2017 I was charged again on my CC another 142.56. When I had called about it, I was told it was for the damage waiver that was supposed to be removed on 05/17/2015.

I had the car 15 days. The car I had got a huge nail in the tire. I called Enterprise 800 number and was sent to Roadside Assistance and was on hold for over 1 hour. I was stranded in Yellow Springs, Ohio with a tire with a nail in it that was losing pressure. I was working so the gas station did a temporary fix to get me back to Dayton, Ohio. I was instructed to be Roadside Assistance that noon will not be able to come fix the tire and since it was after 6:00 pm, the closest Enterprise was at the Dayton Airport since they are 24-hour service and they could either repair the tire or exchange the car. So they exchange the car. Both cars were filthy inside, smelled of dirty socks, the exchange had brown stuff all over the ceiling, and cigarettes burn or something on the floor.

On 5/29/2015 I need to return the car because my jeep was done and I was at work until 8:00 pm so I was told to take it back to the airport return station. I get there to return. The assistant manager in training said he wasn't going to be able to close the agreement out and wanted to charge me $20.37. I said, "no this is all taken care by the insurance company." I called the insurance, adjusted who reserve the car and told him that they are wanting to charge more money. He talk to the trainee on the phone and told him that he didn't what the charge was. Then he looked more into the computer and it was for the waiver protection. That again I did not need but was told I had to have before Enterprise could release a rental to me.

I looked at my bank statement and I was CHARGE AGAIN today $20.37...ENTERPRISE SHOULD HAVE NEVER CHARGE MY CC FOR NOTHING MORE THAN $30.00 ON 05/16/2015. But it seem like that all these charges are appearing on my CC when EVERYTHING is to be billed to the insurance company that is on the agreement. I have rented from Enterprise for many years and each and every time, I end up getting screwed in the long run. I would and feel I should get a full refund of ALL charges that have been charged. I only gave authorization for $30.00 to be charged, not $305.41.

The staff at Enterprise Rental in Centerville, Ohio on Loop Road really need some serious personal skills training and training on how to do agreement because NO CUSTOMER SHOULD BE ASK TO SIGN AN AGREEMENT WITHOUT GOING OVER THE CAR. Also I seen scratches on the car #1 that was very big and Mr. ** said, "that's not bad, we don't worry about then unless they are bigger than a dollar bill." I feel it the from of the car is scrapped across the entire bottom, that's bigger than a dollar. There were several scratches longer than a dollar. I had to mark on the agreement the areas where the damages to the car were located.

I also stated to Mr. ** the TIRE that went flat, it looked very low. He said they have a thing in back that check the tires and the pressure in the tire. The car smelled of locker room socks. He showed me what the gas gauge was on and never went over the car with me about the inside of the car. I had to search for how to raise the seat so I could see over the dash of the car.

Car #2 - assistant manager trainee (Dayton Airport) was nice in the beginning until I told him that there should be money owed. But to be professional, he needs to cover the tattoos that are covering his whole arm and neck, but that doesn't matter. But they accepted the return when asked for a receipt showing I return the car. He gives his business car with his name on it, say I returned care on date and time, and got upset because I had ask for one. I ask him, now there is nothing going to charge to me he said, "no it's going to be forward to the insurance company for payment", THEN BAM - Enterprise ends up charging my account AGAIN. THIS MATTER NEED TO BE RESOLVED IMMEDIATELY!!

Later that evening once we had arrived at our destination I read over the rental agreement and notice I'm expected to return the vehicle on 5/25 at 6:00 a.m. So I called enterprise to see if we could fix the problem. I was told that they'd given me someone else's reservation. The person on the phone told me it would be resolved and I would receive a phone call when it was resolved. The next morning comes and still no phone call. So I called enterprise again. This time the person tries to argue with me telling me I'm wrong until they run my confirmation number. Then she tells me the same thing as the last person I'd talked to.

Again I'm told it will be resolved and she'll call me when it is. Several hours later still no phone call. This went on and on. I had to make 5 phone calls before they told me it had been resolved except no one bothered to let me know this. So eventually they resolved the issue but not before I made 5 phone calls to them and spent hours worry and dealing with enterprise while I'm supposed to be enjoying my the time I have with my family. In result, I will never rent from enterprise again. I'll use Avis like I usually do and never have problems with them.

After 5-6 minutes another clerk jumped in stating that I would have to go back to Jersey and rent the car. I explained again I was transferred due to that Enterprise closing for the day. Then, finally, they found my reservation, YAY! So I thought! Boy was I WRONG! After trying to engage conversation to very stale representatives; I proceeded to take out my wallet and pay for my rental. I was told by Enterprise (Jersey) that everything would be the same, same price, same procedure to drive away...

I asked to pay the security deposit on my credit card and then the price of the rental on my debit card. Again, Enterprise Jersey stated it would be accepted! I was quickly denied that payment method and was told the payment could not be separated. Fine! I transferred money, FROM MY SAVINGS TO MY CHECKING to have 3 times the amount of the rental in my account. Then I was told (after being told I could pay with my debit card) only major credit cards were accepted, unless I was preapproved 48 hours in advance or if I had a return flight itinerary... WHAT??!!

So I asked to speak with the Manager. Why do businesses have Managers if they have no power to make decisions? After waiting over 5 minutes, I was finally greeted by the manager, again no friendly smile. Just a smug look. I explained the situation and was cut off and told she could not do anything to assist me! I left on foot and proceeded to walk to Budget (next door) and got an amazing rental for just a little more, last minute expense due to Enterprises "Amazing Customer Service"! If those two employees do not want to be there, they should find another area of work and let people who truly are hospitable have a job! Maybe then they will realize the art of customer service!

No, no, no, was what I was told. They were very rude. Just broke down and started crying (not usually this weak). I was worried about my daughter. What to do? They offered no help or assistance of any kind. We walked out into the street with them glaring at us. Finally walked to a hotel, we came upon Hyatt, they were very kind. We told them our story they let us check in early, fed us and did everything they could to help. Finally called the airline and flew home. Whatever happened to people helping other people. Even if Enterprise couldn't rent us a car, last I knew, human kindness was free.

When I returned the car on Tuesday May 27th, I parked it in their space and came inside and gave them the keys for them to look it over. I waited inside for maybe 8 minutes or so, when the agent came back in and told me there were some dents in the driver side door, and had I noticed them. I looked at him in shock, and said, I wasn't aware of any. I thought, "Wow, how did I miss that"? I went back outside with the agent, and another one in tow. They start pointing out to me, see the dents in the door. It looks like you either opened the door and hit someone or while it was parked, someone opened their door into this vehicle. I stared at this guy incredulously. There were no dings or dents on the door that I could see. He said, "Come here, you can see it and feel the dent right here". I looked again and I ran my hand over the door. Not only could I not see any ding damage to the door, I could not feel any dings or dents in the door.

These two guys keep asking me, "Can't you see it, can't you feel it"? I said, "No, I DO NOT SEE and I DO NOT FEEL ANY DINGS OR DENTS in this door"! They kept telling me, "Well they're there. We can't believe you don't see them". I told them there is nothing wrong with this door, but they insisted it was there, and should be perfectly visible to anyone. I have lived long enough to see my fair share of dings and dents, many of which I was responsible for. I take responsibility for my actions. If I do damage, I will pay my share. But when the "Dents and Damage" are invisible, "I am not going too quietly into that good night"! I took out my phone and took over 18 pictures of that driver's door, from every imaginable angle. These pictures do not show anything but a pristine looking door.

Having gone online and found this site, and a good number of others, listing similar situations, I'm convinced that this is just another scam by Enterprise Rent A Car to squeeze more money out of the customers who DO NOT PURCHASE their damage insurance. I opened a claim with American Express, explained to them the situation, and put the $250.00 deductible they charged me in dispute. I sent them all 18 pictures, along with the rental contract, and "Damage Assessment and paperwork". Having seen the numerous articles online about this kind of deplorable behavior from Enterprise, I will make American Express aware of it, as well.

However I am having a very hard time trying to get the contract terminated and get a pro-rated bill for the effective days I used the Rent-A-Car. I have waited almost 2-3 hours in queue on call with Enterprise, every day since the day I returned the car but wasn't able to reach them at all. I need a confirmation that the contract is terminated and an effective bill for the days I have used the Car. The location I returned my car is: Enterprise Rent-A-Car GALLERIA HOUSTON 2829 WEST LOOP S HOUSTON, TX 77027 and the contact person whom I returned the car is **.

This has been the worst customer service I have received so far from Enterprise, as I have very much used their services before however this was my first and hopefully last bad experience. Please help me get this sorted out through some way as I am not able to reach the Enterprise Rent-A-Car at all on phone and it would not be possible for me to go in person during my office hours. (P.S. Meanwhile, while I write this, I am holding the Enterprise Customer support call for 45 mins and they continue to say that there are 5 callers in queue from past 45 mins).

I just got a second notification to return my rental car... They can't seem to find it?? The lady on the phone said she could not locate the car and her manager was on vacation. I asked for a supervisor and was denied. If my card is charged at ALL, I'm suing. You incompetent idiots need to go walk out to the damn garage and inventory check!!! My attorney will be contacting Enterprise Legal tomorrow. This has caused undue stress to me and my wife. It is freaking midnight in Utah and I just got an email telling me that I am liable for the return. Do not rent a car from this joke of a company!!!

I worked as a PI for 4 years. They think I'm stupid, and don't realize that I cross every T and dot every I. It's in their best interest to just fix this, but are fighting me on it. I would think court costs would be a whole lot more money than just giving me back what they overcharged me on. Well... Since I wrote this review, I have not heard back from the area manager, nor has she answered my emails. I see nowhere that they have tried to resolve this!

They then stated that since she was renting the car she would have to bring a valid driver's license and be present. She stated "I only have a state ID." They told her that if she was the one renting then she was required to have a driver's license. She again informed them that she does not drive. They said that her daughter would have to rent the SUV and she would need a major credit card and a current bill to ensure she was living at that address. My grandmother told them that her daughter was almost there and she didn't have a bill since they were not told it was required. It seems that if these things are required they should inform you before the day you are supposed to pick up a car to drive.

After my electronics were returned (other items exceeding $400-$600 were not) by the police I left the airport and expected to be contacted by Enterprise later that day -- I was not. I contacted the Tampa Airport location and requested to talk to the manager. They were unavailable and did not have voice mail set up. I demanded to talk to someone in management above the manager and was given to a customer service rep who logged my concern over the lack of response by Enterprise relative to my situation. I waited till the next day with no response and called the corporate office and added to the log of my complaint.

On Friday the 15th at 9:16 pm I received a voice mail from Enterprise wanting to follow up on my customer service experience when I rented a car Wednesday. I returned the call and got voice mail and left message. I finally was called by someone who ultimately acknowledged he knew about the incident. He reflected an employee was dismissed and hoped I did not hold this one incident against all Enterprise. He offered nothing as compensation for my tangible loss or my time. I offered that they zero out my car rental fee of approx. $600. He indicated that was above his pay grade but he would check with someone. As of 05/20/15, I have had no additional feedback. In light of the apparent theft of my property by an Enterprise employee, I would have thought there would have been at least a minimal effort to do the right thing. I guess the Enterprise I was used to dealing with no longer exists.

I gave him my driver's license and credit card but that wasn't enough... he continued to ask 1) do I have proof of my home address, like a pay stub. I gave him my pay stub. He then asked 2) Where do I work? 3) What is my title? 4) How long have I worked there? 5) What is the name of my supervisor? 6) How long have I lived in Portland? 7) Where am I going with the rental car? 8) Why am I renting? When I started showing my annoyance, the "manager" of that branch then said loudly for everyone to hear "Well that's because people steal our cars and don't bring them back".

I have been renting from Enterprise for years. I have rented from that branch several times. I also rent from other agencies when I travel. I have never, ever been asked the kind of questions, in the manner in which I was asked that day. I am a 58 years old professional woman who does not need to be interrogated in front of a lobby full of people about personal questions and then told it's because people steal their cars. I was not looking to buy the car, get a loan, open a new line of credit... I was only trying to rent a car for 4 days as mine was in the shop. Bottom line: I will never, ever rent from Enterprise again. I am glad I found a place to review it online to detail my experience. People need to know what they are in store for if they even dare to try and rent with a debit card. I will tell everyone I know to NEVER rent from Enterprise.

So, stranded, I called Enterprise Roadside Assistance. I asked them what they typically do in this situation... They told me they could set up a vehicle exchange with a local office, and that they would contact a tow truck. I said ok... and asked "Will the local office know that I am coming there to do this "exchange"?". They assured me "Of course." Half an hour later, no tow truck. I'm starting to wonder. I call Roadside Assistance again. The new agent looks up my info and says she has in her records something about the car being inoperable and abandoned. Excuse me, what? Now starting to wonder if the first person I talked to may have been someone's child smuggled into the office who thought it would be funny to prank answer a call. I correct, with agent number 2, all of this faulty information.

Another half hour passes, finally the tow truck shows up. The nice tow truck driver gets me to the local office at exactly 6pm closing time. Pulling up we literally see the Enterprise employee locking the front door and headed to his car. We run him down, not literally, of course. He says he wasn't notified we were coming. I'm not surprised. He is very rude, annoyed that he has to deal with me because he has somewhere to be. He practically throws some keys at me and then leaves. No notes made on my rental agreement, no chance to inspect the car, nothing. I now have a Nissan Sentra. Surprise, surprise I'm driving away and shortly notice a disturbing howling noise coming from the rear-end. Either a small child is trapped in my trunk, or this car has some issues. I can't take it back, the office is closed. I can't take it back in the morning, I need to leave early to travel 2hrs south to Grand Rapids, MI.

I figure there must be several offices in Grand Rapids, surely one of them could assist me in getting a safe car to drive, right? Wrong. Once in Grand Rapids, I call several local offices, none of which have any vehicles available. Every employee I speak with says to me in no exact terms "Good luck, sucks to be you, doesn't it." I will mention now that not one of them thought to refer me to the Grand Rapids Airport location, which has a much larger fleet of rental cars. At this point I think maybe if I call the actual office that I rented from (remember? Back in Cameron, WI) that I might get more concern or sympathy. Wrong again. I call the Cameron location, the guy who answers is away from his desk and assures me he'll call me back when he gets in to the office. No call. Surprised? Come on now, you really shouldn't be at this point.

I call him back just before his office closes. He is very rude and doesn't want to deal with me. He is however jut smart enough to realize there is an airport in Grand Rapids, and suggests I try them. Am I getting somewhere? I can't tell anymore. I call the airport number, I speak to a robot. It's a very boring conversation. The robot gives me another directory number to call. I call it. I speak to a human this time. She is the only bright spot in this entire ordeal. She is wonderful. However when I ask how to get a hold of the airport, she gives me the robot's number. I'm almost in tears at this point, I tell her this. She is kind enough to look up the inventory at the airport and assures me there should be a replacement if I get to the airport in the morning. I really want to hug her through the phone.

I go to the airport in the morning, I tell them I'd like to exchange the car because I feel unsafe and uncomfortable driving it for the remainder of my trip. I tell them my concern about the noise in the rear-end. They take the car. They go through the trouble of making adjustments on my rental agreement and having me sign again. I drive away with a Hyundai Accent. From here out, the trip goes smoothly. I get back home to WI, I have a letter waiting in the mail. It's a notification of a claim process started on the Nissan Sentra. I take the Hyundai Accent and the letter back to the Cameron, WI rental office. Here it goes bad again. I try to voice my disgruntled unhappiness to the enterprise employee, but he just wants to hurry up and get me out of there. He says he can't help with the letter, that's not his department. Fine. He does a quick review of the charges for my rental. It doesn't add up.

I ask him why the rate is now different than what I was quoted online. He says "Don't know what to tell you." Online I was given a quote for 2 weeks at a weekly rate. At the office he is charging me for 2 weeks and one day. (I reserved the car for May 1 (4:00 pm) to May 15 (4:00 pm).) Technically in hours speak, that is 14 days. In calendar speak, it's 15 days. I told him they need to fix their website. He looked at me like he'd never heard of a website. I'm starting to wonder if they cultivate all of their employees from underneath a giant rock somewhere. I leave, still unhappy. I try to call the number on the letter. Ah, of course, it's a Friday, and after their hours of operation. Have to simmer over the weekend and wait until Monday. I call to inquire about the claim on the Nissan Sentra. They tell me there was damage to the windshield. Wait, what? Sounds like they are now trying to pin any damages they can conjure up on me.

This seems a little unfair, right? After all, they provided me with the possibly unsafe car to drive. Now I have to wait two to three days for them to look into it, and then call me back. Not counting on it. At this point I can't even begin to explain how angry I am with this company. Every person I interacted with (save for the one angel) was completely indifferent. Acting as if it was rather entertaining for them to hear about me being stranded with an unsafe car and unable to find a replacement. According to their website the company is well known for its award-winning customer service. Maybe they should consider donating those awards to underfunded schools that need paper weights.

So instead of trying to work with us, she just drove my husband back to the dealership & left him there. So he is stranded there and I am stranded at work because we only have one car. I had e-mailed her our utility bill because my husband forgot it and she replied back asking for another one without a past due balance. And I replied back asking if I could have someone with a credit card call her with their info and never heard back from her. She pretty much blew us off. And this girl is training to be a manager. This is not the first time we have had a bad experience with them. The last time we returned one of their rentals, they were very nasty. And I have had friends that will also never use them again.

I inquired with corporate who was not able to do much other than refer my information to the manager of that area. He contacted me via phone and basically told me I would not be receiving any adjustments because the cars are billed at 24 hour increments; he also took the time to point out that I received partial refunds on previous rentals and they just couldn't keep issuing refunds. I was very disturbed that the statement was even made about prior rentals. This has absolutely nothing to do with my current rental concern. This has led me to believe that he intentionally did not want to research any further or issue a refund for those hours based on the fact customer service granted credits to me for prior issues.

He never acknowledged the fact that his employee advised me I could return the rental early at ANY TIME to receive an adjustment; rather this is true or not via their policy, I was given this information by an employee of Enterprise who should have common knowledge of his organization, not me. I have been a loyal and longstanding customer of Enterprise Plus and have only used Enterprise for my rentals, but after the past few experiences that I've had with their management, I will no longer use them for my rental needs.

To my unfortunate surprise, once the car was returned my $230.00 rental turned into a $460.00 charge! I was told that the insurance I was given costs more than the car!!! I was blown away because I've rented with Enterprise in the past and had good experiences each time. I pleaded with the assistant manager to remove the additional charges and explained that his employee did not properly explain to me the added cost to rent this type of vehicle or I would have certainly changed it. They were obstinate in their stance. I would like Enterprise to remove the additional charges that were passed on to me through the bait-and-switch tactic used by its employee!

Not happy when I left I mentioned a few things which I know about the likes of those kind. Walked out the door and left. An hour later an officer calls me and says a restraining order was done and I was barred for life along with the $250 extra charge. He certainly didn't need to worry about me returning, I knew that guy was trouble and after reading all the complaints online I see why I had reason to question what was going on. Needless to say I would never had used their service again, ever.

Original Review: May 14, 2015

My husband made a reservation for me to Enterprise. I called Enterprise day before my reservation twice, and they hang up when I try to talked to them. I passed my phone to my son to call them again and finally they answered him. First they say to wait. They will call us later because they have too many calls. It was about to close the office and nobody called back. So my son decided call again. He talked to someone and made a reservation to pick me up at 5:00 pm next day. A quarter to 5:00 pm I called Enterprise to remind them I would be picked up at 5:00 pm. The guy who answered me told they would be in my address shortly, but no one showed!! I called back, nobody answered and I had no explanation why they didn't pick me up. So I had no car to drive and I miss my compromise in NJ because them!!

I have been a customer in the past. Asked if they could look up my file, see that there haven't been any problems in the past. Woman was rude. I told her that the utility bill had never been required in the past. All she said was that it should have been and sorry about my luck. She made a stressful day even more so. This was the office in Zanesville Ohio and would not recommend this company to anyone anymore. They have lost my business.

I don't appreciate being made to feel like a liar when I clearly asked upfront if it was the same cost. The sales person was disrespectful and nasty. To be honest I should have known better than to go with Enterprise again as it's not the first time we have received TERRIBLE customer service from this company. TRULY SUGGEST EVERYONE STAY AWAY FROM ENTERPRISE!!!!! I SURE WILL!!!!!

I’m furious and I know it was a ploy to get more money since I only had to pay $60 on a weekend special! The mgr ** lied and said he remembered the car was clean! How you remember anything about that day you had an office full of people most complaining and upset! Before I drove off you made the comment to the salesperson that the car should be pulled from the fleet because of all the damages it arrived there with! I’m in tears and broke and now no longer have an accident free record! Beware everyone you may be next!

I strongly suspected they'd mess it up as the left hand doesn't know what the right one is doing with your average imbecilic tele-sales agents/customer service and there was NO need for TWO branches to be involved - that caused me a lot of stress as it was vital I had the vehicle on that particular day. I found out very late that it was down on my account that I was supposed to go to their office which was a blatant LIE but as I was desperate, I couldn't complain as I liked the idea of having my £200 deposit returned to me. A long journey was made even longer as I had to set out much later than intended, returning home very late and missing my ONE night out of the week!

Overall, if you're CERTAIN that you won't get a flat tyre or a minuscule stone will not land on your windscreen then they're worth recommending as the rates are more than fair but they're very crafty and on return as their 'inspection' is thorough... they KNOW already where to look for ANY slight defect and such bullying tactics may well be screwing people out of their deposits - they tried it on with me in 'discovering' an almost non-existent crack/scratch on the windscreen and I told them to sniff my balls instead!

A mild mannered person could easy fold and just pay up and I suspect that's how they enhance their profits. Do NOT ask for a pick up because once you've ordered online, they KNOW they've already got your business and they don't give a toss about letting you down. Finally, all the reviews I saw before contacting them were quite clearly written by themselves. I'd rather not mention when & where this occurred because I may well need them again in the future.

Although this booking came with some complications, in the end I was satisfied with the service provided by Enterprise and I will be using them again.

Original Review: May 10, 2015

Made a booking online to take the car away for a weekend and drop it another branch which incurred a drop charge. Due to illness I was unable to go on the trip and didn't pick the car up. I phoned to cancel on the day I was due to leave and was told I couldn't get a refund. I appreciated that I wouldn't get a refund for the car hire but do not understand why I was still charged for the drop charge since the car never left their yard. I planned on taking the trip the following weekend and booking through Enterprise again and asked whether we could exclude the drop charge from my next booking. I was told there was no way they could transfer funds across between bookings and there was no flexibility in this. Overall very disappointed with the service and will not be using Enterprise again.

Then the guy that told me this came in trying to explain it again. I said "you are the one who told I would get 100.00 back." He says "was it a Friday?" I say "what difference does that make?" Basically I figured out he was just trying to flirt or something. I am just disappointed with the whole ordeal. The van wasn't clean either. The floor looked like someone had puked on it. I didn't want to put anything on the floor.

The other assistant saw it was worthless fraud and should not be charged, but she chose to go along with her colleague to show solidarity, in the face of fraud. That is wrong and dangerous. The Police should have been called to have a record of my complaint and the officer's observations. No Cooperation has been given even though contact was made with escalation department at the corporate office. It is the customer service agent who believe they should charge customers fraudulent charges in a racist manner. All other things being equal, there are no other factors to make this agent act in the manner shown, there was nothing wrong with the car, for sure.

So on Monday I contacted Enterprise to let them know what happened, and was told they would pick the car up and notify me of any charges I would be charged. A week went by. I didn't hear anything until I got a notice. My credit card was charged over $300 twice. And I contacted the branch and was told that they had the right to charge my card whatever they wanted and have been very hard to talk to, let alone deal with. I'm extremely disappointed with all of the employees at the Layton branch and we'll never rent or recommend this co. ever again. Renter beware. They are crooks and have no customer service concern, just $...that's it they're for. They don't deserve one star.

So when I caught it the next day I went back to show the info from hotwire, the same girl at the counter tried to say, "Your husband made the reservation" and the reservation was under my name. Common sense would tell you that was for me. She was disrespectful and rolled her eyes like I was such a bother to them, they did not want to honor my reservation from hotwire. They said, they run thing different in Cleveland. So here came the manager.

I tried to explain to him what happened and he say to me "What can I do to make it better?" "I don't want to get anyone in trouble but I feel you should honor my reservation," so he did. So a few days later hotwire ask for a survey and did complain about what happened. So today I get a call from the manager from enterprise stating that they have been trying to get a hold of me and I have not responded, that's a lie.

On April 30, 2015 I noticed they have put back over $300.00 dollars back into my account and I know this for a fact. My card is only used for renting a car through enterprise. So why take out the money and put it back into my card and then say we have no funds. We have a debit card that they can use. He refused it because we are new in town and don't have a utility bill. We just moved into our new home on the first of May. We have a rental agreement, we hooked up utilities and cable and all he could say, is "No we do things different."

I'm from Oahu Hawaii. I have never met people that have no compassion for people that are new in town. I know if they ever went to Hawaii they would not get treated in such a rude manner. I know enterprise read what I wrote on hotwire or heard about it. When he called he said we were suppose have the car for 2 days, but we had told them we were going to do the rental month to month, so why are you calling two weeks later.. Very shady.. Nothing was solved, and if he is the manager where is the communication with your employees and customers. Signed angry Hawaiian Woman.

I have AllState over 30 yrs. AllState recommends Enterprise. I've used them over 8 times, no issues. We live local, our SC licenses, but made us call electric company to verify address and girl asked if our bill was current. I made reservation week before in person. Told them then we will pay with debit card. We get there morning of, that's when they tell us we need all this documentation. Lancaster office was confused why she would not send car to that office. This "We will pick you up" lot of bull! then the kicker, they told us if we don't buy the insurance that they will charge our card 500 no matter whose fault it is. I will have to fight to get that back. If that's not extortion what is? If a car rear ends me, I have to pay 500. I will go to every other rental company before using them again!

First she argues with me that her associate is trained and no way he didn't offer it. Basically calling me a liar. I told her to view camera feed they had set up and she could easily see there was no communication. She then tells me contract is mine and I am liable. Then she begins process the accident report and tells me I have to pay a $500 deductible right then and there. The vehicle hadn't even gone to the shop for a damage estimate yet. "Are you kidding???" I replied. She said "well we send a bill to your home and if you don't pay it will gone on your credit report." WTH kind of customer service is this?? This is opposite everything Enterprise represents. I emailed them on 5/1 they replied someone will be in contact with no one has. Now they sent me a bill for $500 with no explanation except deductible. No estimate for damages.

Not trusting this gentleman's opinion, I called the airport site. He stated the same thing with respect to the "Roadside Assistance", and that I could return it to the airport. The weather cleared enough for me to safely travel home. Upon my arrival at home, I turned on my computer and discovered there were no available sites with contact information that I could utilize to voice my concerns. So, I called Enterprise Customer Service. I spoke with one representative - she escalated my ticket to another agent. After voicing my safety concerns and the issue with being given an unsafe vehicle to drive, that I could contact "Roadside Service" and have my rental car towed back to the origin (Airport); however, she stated I would be responsible for paying the tow-truck fee.

I asked for a name and/or phone number I could contact. She gave me the name and number of the Branch Manager for the Grand Junction Airport. I called that number. The name of the individual was the exact person who demonstrated no concern or response to the safety issue I raised. He informed me it was my responsibility to get the rental to the airport. Once there, I could turn the rental car in and prevent future charges beginning at that time and date. My issue is that as of this moment, I have no available assistance to follow me to the airport to turn the vehicle in. This means I will (at the very least) be charged for each day I have the rental - even if it is unsafe to drive in inclement weather.

I have reserved another rental car with another company, which I will be unable to do until I can find transportation. The consequences for me are: I have no current transportation even though I am paying for the rental. This means I can not go to the store for basic daily food, medicine, etc. purchases. I am being seriously inconvenienced based upon the unsafe actions of the management for Enterprise. I will have to pay for each day I am unable to either use the rental car - or pay a tow truck company to pick the vehicle up. The undisputed fact that Enterprise placed me in an unsafe vehicle without first inspecting the vehicle unnecessarily placed me in an unsafe and hazardous situation. Future costs at this moment cannot be determined.

I notice that there was scratching on the back bump of the car. I asked the employee about it and he said it was ok, that customers do not have to pay for any scratch on the bump. I also notice a black mark on the right passenger door and I questioned him about it as well. They had just watched the car and he said to me that it was just a kind of glue thing on the car. He affirmed that it was not a damage, he said to me not to worry about it. I think because he was busy he did not get a chance to look the car properly, he did not look under it. Unfortunately, I forgot my cell phone and I was not able to take a picture of the car. I rented the car for a month and drove really carefully, whether I had touched something with the car I would feel it.

When I went to return the car, the store was empty and the manager looked everywhere in the car. He looked more than once under the car. I was astonished when he said that the car had a damage on it. It was a small crumple not even big as a finger under the passenger back door and he stated that the black mark on the other door was a result of the damage. Then I explained to him that the black mark was there when I rented the car. He said to me that there was no way the black mark would still be there after a month, especially with the rain and everything. Well, I got the car like that - I have no reason to lie! They Charged me more than $700 for a damage that I did not do. I am so disappointed with this company. I trusted Enterprise and I ended up paying a money that I did not have...

They have set up firewalls at every entry point so any attempt to resolve an issue is a dead end. It has been the worst experience ever renting a car. I will go back to my business rental company and pay the extra money instead of doing business with a company who cares nothing for their customers. We are out 6,000 dollars we will probably never see again.

The manager and sell person had to bend down and look from the side to see the crease. When I asked the manager why he had to stoop down, he claimed he could see it without bending. He asked me to rub my hand across the bumper. To make a long story short, I had to pay a $200 deductible and filed a claim against my insurance. I know the $200 will go the Enterprise.

When I asked how this crease could be made without any other damage, I was told that perhaps someone bumped into me. What a stretch. This is the first time I have encountered a problem with doing business with your company. I was surprised and dismayed by this sham to get an extra $200. I am encouraging anyone to take pictures of the car you rent from Enterprise if doing business in PG County, MD. Avoid location at 6345 Livingston Road, Oxon Hill, MD.

I have pictures and I do not see any damages. I feel your company is defrauding me and it is unfortunate that I had my daughter return a car before and they said nothing. It was for the same reason. I have to work I have no choice. I will never ever rent from this company again ever. I will also tell my friends and coworker not to rent from that place or any others. Please get back to me to discuss this matter. It is very important to me. I never had an accident thank God and this is not going to mess it up either. Just an FYI you need to reevaluate the people who work for your company franchises. They are not nice. Attitude is all you get. No good service and no smile.

I believed all the vehicles were smoke free and not something I had to specifically ask for. I immediately cleaned all the inside windows, put in an air freshener, and then aired the car out for several hours while the car was parked in my garage. Shame on Enterprise for not being sensitive to the needs and health of non-smokers and for not detailing the car before giving it out to the next customer.

Today I checked the website and it says the dropoff fee (after you select branch and all) is 15.88. So I called the branch and they reassured me that the dropoff fee is really 50. They either have a poor website administrator that lets a 34.12 dollar difference happen, or they prey on customers that might end up confusing the FIFTy charge they inform at the time when you are in a rush to get your car for the FIFTeen charge you could calmly check while booking a reservation online and comparing prices. After my experience with them, I would bet on the later.

The car was black and looked new. So we took it anyway even though it was not the car we wanted. We returned the car in the afternoon on the same day. We only used the car to go to work and the car was at the parking lot for the entire day. So we were totally shocked when we returned the car and were told there was a 3-in crack underneath the front bumper. The crack was invisible when we were at the front of the car. It is only visible when people bent down low on knees and look underneath the bumper. Then I was told to pay $500 up front to cover the body repair cost. We felt it was a trap set up by enterprise, and we were cheated.

I called back customer service line and they contacted the local office that I rented the car. Still no cars available. Here I got stuck for 3 weeks with this dumb car. I have rented car through company and personnel many times with no issues, but this time this location has horrible service. It is funny, I can go online and still make reservation for premium car for this location but according to them they have no other cars available. So they can accommodated new customers but they can't take care of existing customers. File the official complaint with customer and they send the complaint to the regional manager, but still no call back.

The day I finally returned the car I called and talked to ** (worker at the branch) to see how much I have to pay before I went to put gas back where it started. He told me $186 and some odd change so I proceeded to the gas station literally 1 block from Enterprise. I go to return the car and I get to the register ready to pay the $187 ** told me beforehand. He proceeds to check me out and says, "Your total is 287.56" and he says "that's not what it just said when I called initially." He looks into and see that it is 287.56 and I told him I wasn't expecting that amount so he calls ** (branch manager) and tells him what happen. ** goes on and asks me "What did I expect I had to pay?" I told him no more than $200. He agrees with my amount and says OK and ** proceeds to swipe my card for the $200.

Mind you ** didn't mention anything about a Remaining Balance so I thought I was done and ** didn't even give me a receipt for the transaction. So I thought nothing else about it. I told them "Thanks for everything and have a good day" then I exit the store. This was a Saturday by the way so like I said ** CALLED ME EVERY DAY UP TO THE TIME OF THE CAR RETURN.

The next week starts and no word on Monday from Enterprise but on Tuesday I check my account and see that Enterprise charged my card for 87.56 which was the remaining balance which put me a negative balance on my account. So I call ** and ask him why I was charged the 87.56 when he never mentioned anything about it while I was in the store. He says to me "Well the card went through so now your bill is closed." So I ask him, "Just because you have a person card on file doesn't mean you can just charge it." I also ask him why didn't he not contact me Monday about the balance like did any other time. He actually told me "You thought I was letting you go with 87 dollars" and was really rude and an ** about it. I told him "You didn't mention it the prior Saturday when I returned the vehicle." I told him I needed the 87.56 to be refunded because I'm in the negative now and he just saying "Well the card went through."

I told him I will be calling their corporate office. I made a complaint about the problem I was having and I was told someone would be in contact within 3-7 days. I received a call the same day from a DISTRICT MANAGER ** WHO WAS THE RUDEST, DISRESPECTFUL, ARROGANT ** OF A WOMAN WHO DIDN'T LISTEN TO ANYTHING I SAID AND HUNG UP IN MY FACE TWICE. I told that it was not ok for ** to charge my card because he just had it on file and she told me "Yes he can." So I asked her, "If you have someone SSN does that mean you just can use it" & she said yes!!! I never told her that I read other complaints about the company and I seen that the customer never wins, the company believe it's employees first... What happen to customer always right when they actually are.

I CALLED THE Corporate office back to request I talk to ** manager or boss someone from the corporate office - they said ok. I received a callback from the same District Manager ** saying she WILL NOT be refunding me my money. I will NEVER EVER EVER RENT FROM THIS PLACE. If Enterprise think that this is great customer service you're wrong!!! I will never recommend anyone to this establishment if it was the last on earth!! It's sad that a company so big has the most unprofessional human beings on earth. People don't rent from this place, you will be dissatisfied with the whole experience. TERRIBLE TERRIBLE TERRIBLE.

On the day of rent (February 7th, 2015), I was at the Enterprise office about 9:30 am and there was only one one woman who provides assistance. When my turn came, I submitted my passport and residency permit car along with my driving license. When she saw my driving license she asked me about the class of driving license. I replied her that it was B and continued that I could drive passenger cars in Germany. She said that she wanted to be sure if driving classes were same for Germany and Turkey, and continued that she would ask her superior. I thought that she could be a new worker and tried to be on the safe side. This was understandable.

She had two calls with her superior. After all, she turned to me and said that I was not allowed to rent a car. When I asked the reason, she said that they were not sure about my driving class`s eligibility. I tried to explain her that my driving license was valid in Germany, I was a B-Class driver which is same in Germany, and I was sure that there were people who rented car from Enterprise with Turkish B-Class driving license. While I was trying to explain that my situation was totally correct and aligned with the other people who rented cars from Enterprise, she rudely stopped my talk several times by saying, "You do not understand...you do not understand...you do not understand."

Upon her non-communicative, non-sincere and disturbing behavior, she continued to talk and said that "I do not know whether you drive CAMELS or CARS with this licences in Turkey," while showing my license to me. I was shocked. This was unbelievable. Her previous was unacceptable but this sentence carried this situation to some other "serious" point. With this wording, it was obvious that she was completely illiterate about the content of her job. Moreover she used this "Camel" example in order to insult me as it is well-known fact that driving licenses are totally irrelevant with animal riding. Her "Non-sense" example was not offense for me such that if I could ride a camel, I am sure that I will be so proud of that. However her total attitude, wording and behavior were offensive and full with underestimation. All in all this was obviously RACISM...

On March 13th, 2015, I had a call from Enterprise Rent-A-Car Aachen Branch regarding my disturbing experience but it was as "disturbing" as the my previous experience. The woman on the phone said that as I did not submitted a valid and readable driving license which is described in online booking terms. Moreover she said that since my driving license was in ARABIC (which is again "non-sense" and a kind of prejudiced approach to foreigners), they could not read it and this was the reason why they did not allow me to rent a car. In short she tried to put all the blame on me in order not to accept her non-sincere behavior. Their phone showed once more that your Aachen branch is totally INCAPABLE of having proper customer relation.

On April 20th 2015, I was at work and got a voicemail from **. He vaguely stated that he had not received payment and that he would be charging my credit card. I called back and he was not available so I left a message. ** never called me back. He only called me back (hours later) after I saw that he charged my credit card $690, and I emailed him and threatened to hire a lawyer. North Point told me that ** visited Mr. **, a supervisor in the service department, on 4-13-15 and Mr. ** told ** that they never received an invoice, and that if he would give them the invoice, they would pay it. ** did not tell me of the issue until 4-20-15, 7 days later. He states that he only worked on 4-13-15 and did not return until 4-20-15, and that was the reason for the delay. I told him that he should have told me on 4-13-15. His personal time off of work should not be my concern.

Was ** allowed to charge my credit card without explaining to me what the issue is first, when 6 months ago, he told me that he would work with the dealership to obtain payment and that he understood I was not the responsible party? This is not right. I have saved all of the emails, so I have everything in writing. ** also told me that he will not be refunding my credit card until he sees a check from North Point. North Point sent the PO for payment to Enterprise this morning, and my credit card still has not been refunded this afternoon. ** said yesterday morning that he would send me a copy of my rental agreement, and he still has not done so. I am concerned about him being able to do that to me, and about him doing this to others. $690 is a lot of money to just be taken from your account without warning.

And for Enterprise to refuse to return my payment when he knows someone else is responsible, and acknowledges that he knows, it is deplorable customer care. I have emails from ** at Enterprise and from service managers at North Point Ford to back these claims up. Ford submitted the payment on 4-21-2015. ** still refused to refund my money that day. As of 4-22-2015, the charge for $690 has changed from pending to posted on my account. On 4-21-15, ** sent me a copy of my rental agreement. It states that they can withdraw money from my account if the third party (North Point Ford in my case) refuses to pay. They hardly refused to pay. They TRIED to pay for months. This seems like credit card fraud to me, as well as Enterprise going against what their own rental agreement states.

Long story… She was fired because she couldn't fix it fast enough. I have been overcharged for a long time now. I have talked to them, and their area manager. They will not reimburse me the money they took. Every time I rented, I explained this to them. I was being charged over 40.00 per day, when other customers were paying as low as 25.00. I am a platinum member. The area manager has treated me horribly. The most recent comment made by her... I'm in hospital and she wanted to know what hospital so she could call it stolen and pick it up, because they fired the manager and didn't know how to charge my CC. Was I supposed to walk home? I was 800 miles away!!!

This new manager on his first day called me a liar,and personally put me down. I have been also personally put down by their area manager as well. Both of these people have bad talked the last manager they fired. I think it's disrespectful and not professional. I'm still being charged a ridiculous rate. Now all the points I earned have disappeared. This is only half of what's been going on there. Just yesterday he wanted me to drive in to pay 19.00 instead of charging my CC. I told him, “I just found out that my childhood friend had passed away.” His comment… “Ok. We need the money today, so drive in.” Unbelievable! As I stated, this is nothing compared to other things that have happened.

Today I opened my credit card bill and found a $2706 charge. After several calls and finally downloading the receipt, I learn that she was charged $251 for picking the car up at the airport and $974 drop off fee in South Carolina. I think these fees are excessive and she denies they were disclosed to her when she arranged the rental. I was also charged $200 for a "young driver" that is one not 25 for another two months. I will never use Enterprise again.

On the day of return of the car, the car was perfectly fine and in excellent condition. I always park the car under the camera outside my office. I returned the car at the same location I picked it up from and requested a ride to pick up my car because I had my son with me and I had his soccer balls in the trunk. I had everything out of the car when I requested for the ride. Ms ** said to me there is an Enterprise at the dealership where my car is, so I should take the car back. I parked my stuff back into the car with my son and we left to the other location.

When I got there, there was a lady sitting at the desk, I greeted her and said to her, "I am returning a car." She said sign in and put the car keys in the box on the front desk.I asked her how do I get my deposit back, she said someone will come and get the car, give you a call and refund your money. I believed what she said. I walked over to the other side to pick up my car, drove it around and transferred my stuff. This was around 3:30pm in the afternoon. As I stated earlier, the car was in excellent condition.

3-4 hours later I received a voice mail that there is a large dent on the vehicle. (How possible?) I called the office but no one answered, I drove to the location and it was closed. So the next day, first thing in the morning, I called. Ms ** will not listen to what I have to say. She was the same lady that asked me to take the car to the other location, when I have drop the car off where I have originally picked it up from. This has been a very unpleasant situation. I am very disappointed in the company and how this process has been handled. I know a 100% I am not responsible for the dent on the car. The place of the dent is even highly questionable, how will this happen to the car.

I have attached a photocopy of the car as I was leaving my office and I can provide you with a video copy. I will not let this happen to a car an insurance company have rented out for me. It will be a disgrace and my character will be questioned. I am a professional and I discharge my duties with reasonable diligence. My conscience will not serve me right. My deposit of a $100 is still not refunded to me. I please request an investigation into this matter. I need my deposit back.

I bring the car back - on Friday there was a bad storm with some pea-sized hail. My car was under a tree. It was a maybe, 15-minute storm. ** is there and they are busy - lucky me gets him. He goes out, looks at car, comes back in, gets sunglasses and says "I need to look at the history on this car" - looks at ROOF and declares hail damage. I can't see it.

He points to 2 tiny bic pen dents you can barely see if the sun is shining just right. I said, "I thought you said small dings and dents don't matter". He says, "This is different, this is hail damage." Three patrons thought it ridiculous, 2 told me to get pics and an atty. When Super Shuttle came he looked at it, couldn't see anything and said, "lady you need to get an atty." They took $500 off my credit card, twisted my statement. I refused to sign - this can't be legal.

Can they just rip you off and take your money? The other worker comes out and says, "ohhhh it's pepper with dings - man they'll really come out after it gets washed". If I didn't have to catch a plane I would have watched them b/c I feel they took a pen and damaged it. I took photos as suggested - there are no dings in photos. At least they lost a lot of customers from the way I was treated. Any suggestions????

Also, some friends we traveled with rented a car and did not ask for a GPS. They were not charged for GPS, but had a factory installed one available for their use the entire trip. If GPS is included with the car, it should not be an extra charge. I figured I paid over 100 Euros more than I should have for a 5-day rental. I won't rent from Enterprise again.

The damage was to the door hinge, which has never been an item checked during the vehicle walk around. I have read other reviews about Enterprise doing the same thing to others, but this is the first time it happened to me. It is very clear Enterprise clearly is taking advantage of a young college student who probably didn't pay full attention during the walk around at check out.

Upon picking up the rental, I had a utility bill with me; ** studied the bill and said that I had a back amount due and she could not rent to me. My response was to ask for literature that state this as I had asked this question prior and it was stated that it was for residency verification really and that my bill was ok - from the reservation specialist over the phone. However, ** had issues with it and I had to explain to ** that I have a rather large house and the past winter was extraordinary cold and that my bill was paid in full for the cycle and the bill was current to present the current billing cycle that is not yet due, that my bill was indeed in good standing.

I tried to explain that most utility bills have a running cycle and although I paid the $510.00, the billing is consistent and rolling without ever ceasing, therefore no utility bill, unless the power is turned off, and completely paid, will ever read a zero balance. Electricity and gas are perpetual, therefore they are on a perpetual billing cycle. My bill did not read as though it was in a disconcerning status. While **, who then identified herself as the manager was looking into further details, a male employee was staring at me the entire time as though he was going to run over to the counter and punch me in the face.

I looked up at him and said, “Hello, how are you?" He grumbled back, ”Yeah I'm fine and how are you?” I replied, ”I'm Blessed thank you.” He then replied, ”Well I'm blessed too!” I then asked, ”What is your name sir.” He replied, ”**!” At that point I felt as though he was going to physically attack me as there seemed to be some connection between he - ** and ** the manager as he was trying to protect her from a 5'2 145 lb customer who wanted the rental location to abide by the rules and regulations set by corporate stands and not their own lovers- playground, nor their personal feelings on customers.

** began to explain how I couldn’t then rent certain vehicles due to having a money order etc. I decided to just take the rental and began asking what were they type of vehicles she was naming. ** became even more unhinged and irritated as she felt I should know what the vehicles were and looked like. I have driven the same type vehicle for the past 13 years: Mercedes Benz SUV's and the different classes, I do not keep up to date on other vehicles as I enjoy the safety and comforts of my own. However, I did inquire about the size of the vehicles she was offering, and requested something not too small. ** as even more irritated as I didn't know the names and would point to a vehicle and ask if it was okay for me to rent, and what the names of the vehicles she was naming actually looked like in the parking lot.

Once ** found a vehicle that was in the range for my GEICO insurance plan, I agreed upon it as it did not appear to be too small. ** took me out for the rental and I made sure to request an inspection, of which ** looked now more irritated than ever. As we walked around the vehicle, there were multiple damages to the vehicle and as we saw them I pointed each and every one of them out. I did not want to be held liable for damages I did not cause. ** became so unhinged, she sucked her teeth and rolled her eyes constantly as if I were inconveniencing her. When we got to the bumper, there was so much damage that it took a few more seconds to write it all down on the sheet where the damage section is located.

Before ** walked off, I said, “May I speak to you?”, then went on to say how the male employee should not be so unprofessional and stare at me nor any other woman as though he is going to hit them. That if my husband were here, it would have been an unsightly as no man would ever stand for that type of behavior for any woman - nevertheless his wife. I inquired if he had maybe been jailed previously hitting women? I said that his behavior was unprofessional, intimidating, and physically threatening as no man should ever stare and look at a woman that way-- especially not in a place of business where customer service should be first and foremost.

At this point, ** said, “OH!!”, screaming at the top of her lungs, “I've changed my mind!” ** ran around to the driver’s side of the vehicle and took the keys out of the ignition. ** then screamed at me “** is a good man, he is a good man!!! I am not renting to you! You can get off my property and I never want to see your face in the store again!!” I looked at her as though there was a hidden camera somewhere and a joke was being played on me. I said to **, “I am not screaming, nor loud with you, but I would like my money order back first.”

** replied “No you speak soft, but you’re not nice and I'm not renting anything to you!” With that being said, ** threw my money order on the counter to me and ran to the back office screaming and crying very loudly as all the employees ran over to her rescue “** is a good man!! He's a good Man!!! HE'S A GOOD MAN! Get out and I never want to see your face here again!!!” ** was so emotional that it was hard to believe she was an actual adult, and was left in charge of an actual business to run.

As I stepped outside, a woman came to ask me if I was okay. I assured her that I was fine. While I was making a telephone call to my husband to pick me up, a huge 6 foot woman who was wearing heeled shoes, now had on sneakers and came up to me and threatened me She was a black woman who said “you have to move off of the property now, You have to move outside the gate, now!” I smile and replied, “OH-- OKAY.” I was still in disbelief that this had actually happened to me.

This location on 1312 Main Street in Buffalo, New York is filled with a manager who may be competent with her job, but emotionally unstable when dealing with customers she cannot manipulate. ** allows frustration and lack of professionals skills, regulated information and literature that the company has set in place for a reason to guide her. This opens up Enterprise for a possible lawsuit. No one should ever be treated as I was. This correspondence is for a young girl who this may have happened to-- what if her parents had driven off and out of town while she was waiting for her rental and ** did this. The area and neighbor where I was put out is directly located in one of the city's Methadone Clinics as well as assistance for people with addictions and substance abuse.

What if I were a younger woman with no means of moving to another location safely? What if I had a disability that ** could not see nor was aware of? What if I were even more elderly and couldn't walk and needed to be in a vehicle? What If I were in a strange city and was denied access to a vehicle and had no one in the second largest city in New York State outside of New York City, to come retrieve me or assist me with another vehicle. What if I had a medical condition that ** did not bother to take into consideration-- which is actually the case in my particular incident.

**'s actions were inappropriate, unprofessional, deranged - emotionally and lacked good judgement. The fact that the other employees ran to her side while she was screaming “** is a Good Man!” acting far from normal seems to have set a climate of work intimidation, bullying and systemic free for all as long as everyone doesn't make ** angry.

The fact that not one other male employees, nor any other employee, nor the assistant manager stood up to do the right thing-- spoke volumes about the entire staff of onlookers. They are the Walt Whitman's of the world who just “sits out and looks" - never speaking up for what is just, or what is right. These employees -- who would allow detriment and harm to come to an innocent customer, a customer in fact who did not scream at anyone, yell at anyone, be rude to anyone, curse at anyone nor disrespect or be discourteous to anyone is worse than appalling. This systemic climate crowd riotous mentality is treacherously dangerous and downright deadly. The fact that ** sent a employee out to threaten and intimidate to move off of the property is troubling, very troubling as though the employee wanted me to be contentious: so that the situation could be flipped around to make the customer or me look at fault or in the wrong.

This is a letter of complaint that also echoes how your company will deal with **. ** also yelled across the counter that she “didn't care if I wrote in, that I could write all that I wanted that nothing was going to happen to her, just get out of her store and she better not ever see my face again” screaming this at the top of her lungs. I turned to face the closed circuit television, prying that all of her actions were indeed caught on film to reiterate the very animated, rude distasteful buffoonery ** displayed in a place of business. ** later revealed to another worker from another location that “**, oh, my girl flipped out on that woman because she thought that the woman was coming on to me. So she flipped out and wouldn't rent her a car. Whenever ** thinks that any woman is coming on to me she starts tripping out.”

This correspondence is to save the life of someone in the future who may run the risk of being put out by ** in a strange city, in a strange place, stranded without transportation, money nor any means to be mobile. What if my husband did make his flight and turn in the other rental? What if I had no mode of transportation to a safe location. I was forced to walk to a local McDonald's where heroin users “shoot up" in the bathroom as I quickly learned as the location is next to a Methadone Clinic.

There are too many what ifs with all deadly, dangerous outcomes that would solely be placed on **'s emotional state of mind, all in conjunction to her relationship with one of her workers based on NOT making a professional competent decision. There is no second chances for someone's life. We are only allowed one. ** is not emotionally stable enough to warrant the position she currently holds. It may prove to cost the company millions of dollars had my outcome been slightly different.

Obviously this behavior has been long standing, suited with comfort and everyone who works in this location exhibits the professionalism of clan- hyenas who will do anything to keep their jobs-- even if it means treating people who are from a less desired neighborhood rude, disrespectful and with little respect due to their socioeconomic status. Please take this correspondence in reference to this location seriously, the next person ** feels that she doesn't want to rent a car to, then have an employee walk over to and force off of the property may be /or/ could be your family member that you love, that may never make it home. This is a serious matter.

We return the car 6 days later and are accused of creating damage on the back panel lower bumper under the license plate. The asst. manager claims because we drove a lot of miles this could have happened. I trying explaining this was not from us. He wouldn't listen then said he is just doing his job. I was visibly upset, crying and telling him we are returning the car in better condition. There was garbage left in the car when we rented it. He kept telling me he just needs to do his job.

I have rented numerous cars through many companies. This is the worst service and disrespect I've received. At one point the asst. manager directed the conversation to my husband. The car was in my name. He then accused me of swearing at him. Which he later said I didn't. He also told me, "Don't take this personally." I will never rent through Enterprise!

So, not only can you not count on the local branch, he basically said that you also can't trust the corporate branch of Enterprise. That's very unprofessional. I asked to speak to a Manager, but was told that he was too busy with another customer to come to the phone. I have never dealt with a company that so blatantly does not care about its customers. I have eight pending reservations with this location of Enterprise and I am going to cancel all of them. They are a horrid company and make promises that they don't keep. I find it laughable that they promise in their ads, "We treat you like you would want to be treated!" Apparently, they have decided that customers want to be stranded in times of need. Don't count on these people for rides when it's important!

After our SUV was repaired she returned the rental and was told there was a large scrape on the passenger side rocker panel under the doors and we needed to pay our insurance deductible of $200.00. My wife did not have the $200.00 and called me in tears. I drove to Enterprise to inspect the vehicle and seen scratches, not a large scrape on the rocker panel (I have photos for insurance). Again they ask me for my deductible of $200.00.

Not know what caused the minor damage, and seeing that the Ford body shop was next door, I told them I wanted an estimate of damages. They told me they could not do that as they use other body shops and again requested payment. I ask them what if the damages are less than $200.00 seeing that the scratches should easily be repaired. They told me that the insurance company would refund the difference.

There were no marks on the tires in front and behind the scratches, my wife does not recall hitting anything, and now our son recalls seeing the damage the day she picked up the rental. This seems a little backwards. Why should we pay them the deductible up front? Shouldn't they deal directly with our insurance company? If our vehicle is damaged, and it is our fault, we get estimates and the insurance company pays for the repairs less the deductible. Then we pay the deductible to the repair shop.

Watch out for Enterprise. If you don't purchase their expensive insurance make sure you pay attention during the vehicle inspection and take photos of the interior and exterior. Otherwise you and your insurance company could be stuck paying a large bill for damages that were already there. I will be sharing this information with our insurance company.

The car was very dirty with the white dust. As soon I got in I felt a cigar smell and I asked the guy if he has been smoking on the car and he said no, that the car was new and nobody have been smoking there. I drove work after that. The day was nice and maybe 40 degrees so the car was parked at my work parking lot for few hours, then returning home after work like at 5:00 pm. It was warmer outside. The smell was even stronger and I started to search for the source of smell and I found a Half smoke cigar on the dash board compartment. This tells me that this car was not fully verify by the rental company. I called to report the incident because I didnt wanted to be blamed for the cigar smell on the car, I discarded the cigar and left the windows down for a bit and the smell went away so I didn't return the car for that reason.

We had more snow on Saturday but some rain on Sunday and the car got wash out. So when I proceeded to return the car and the agent verify the car they found a damage and scratch on the rocker panel on the drivers side door. A damage that I didn't do and that I didnt see before because the car was very dirty and all covered with dust. The agent that verify the car the day I got it choose not to check at that door and I think he this shows that he knew about this damage was already there and that's why he was asking about my insurance deductible info and insisting me to get their coverage. This is definitely a set scam and I am not willing to pay anything because I didn't do any damage to this car. This damage was there and the agent very convenient didn't mention this previous damage that was masked by the dirt on the car.

When I arrived at Court Street, no car. Was told by gal in office tags were no big deal as that in OR you had to end of month. I told her I was not going to be back until 4-11-2015.. After 3 associates conferring about what to do with me, ** made comment to co-workers, "Just give her something and get her out of here." At that point ** came over and said they had 3 choices for me, 2 of which were smaller than Jeep I had rented. I opted for Tahoe and he said fine. Then Mr Overcoat (manager I assume) told them no I could not have that vehicle. At no time did he come over to say he was sorry or anything else.

I was then asked if I could check into my hotel early and unload the Jeep there of all our vacation things and come back in 45 mins and they would have comparable vehicle for me. Gave them 1-1/2 hours and went back. ** very snidely told me my vehicle was not ready, but I could have something smaller. Stated smaller would not suffice and I would wait. She then delegated an associate that he needed to clean the vehicle, so again another 45 mins to an hour while that was done. ** went out to check for damage, etc and informed my friend that there was not 3/4 of tank of gas as when I rented it, but guess she would let it go. Wish she would have said something to me. We finally got a Chec Captiva, and an apology for having to wait for him to wash vehicle.

Very poor customer service at all 3 locations and never did get a call from Poulsbo to see if problem was taken care of sufficiently. I have rented from Enterprise for years, both for pleasure and business, but don't think I will do so in future.

Is this really what your company is about? Making it so hard for a working family to even get their vehicle fixed that they have to pay for it out of pocket instead of buying groceries. Learn how to treat your loyal consumers instead of completely being rude. And also ** was the person in charge of our case. She was near impossible to get a hold of in the first place but now I call her personal desk number and she ignores the calls. I would understand if this was a one time thing.... But 3 Months? I don't want a hand out I want what I am entitled to after one of your vehicles destroyed mine... I will never use Enterprise actually since this incident I would strongly suggest you find another place to get your rental.

Original Review: April 6, 2015

I rented a car through Progressive on 3/17. After this office did not pick me up like they were supposed to, my car repair shop dropped me off. I told the guy that I wanted only what Progressive would pay for. He asked if I wanted premium insurance, and I said no. Then he had me sign and initial 3 different places saying I was just signing about any current damage to the car, etc. I was charged for basic insurance. I wasn't told that that was an added feature and that my insurance would not pay for it. They are supposed to be the experts and not try to slip in that I am signing up for insurance without verbally telling me, as well.

After reading reviews, I found that this is common practice for this office, and other Enterprise locations. This is a total scam and I was taken advantage of. I want my money refunded before I have to escalate this situation. Those guys KNEW I did not want to pay anything over what Progressive would and they quickly rushed me through the forms, not even letting me sign them in the office, I was signed on top of the car. This is completely unacceptable and that office should not get away with scamming customers. I want a refund immediately, as well as an apology and promise to treat future customers with respect and not scam them into something they specifically said they did not want. Your company is better than this and this is your opportunity to show it.

It's a sad shame that companies like this one can stay in business when customers don't mean a thing to them. Sorry to say, we still used them to just get a way home. It's sad when the tow truck beat us home. Thank you Bradley's towing service as you were the only good thing that happened today. As for Enterprise, leaving a family stranded for 3 hrs, you should be ashamed of yourself and change your logo. You don't pick your customers up willing little long take care of them. Bad, bad experience. Would never use service again.

My personal opinion is that when dealing with a customer which I was one, you as the employee should be well knowledged in the product you are representing. He definitely needs more training in what he's doing. I was given the runaround for something ** had no clue in what he was doing. Person's totally unprofessional. I definitely will pass it on to my co-workers, friends, relatives. So I went to Hertz rent a car, absolutely no problems!!!

Upon return of the vehicle, I was made aware of a dent on the passenger side above the door handle. The paint was intact and you could only see the dent by standing in front of it. As a result I had to pay the 500 dollars deductible and they could not check prior contracts to see if this was an old issue. My complaint is on the lack of transparency. Had the agents agreed to look at prior contracts, I would have been satisfied. After many years of giving my business to Enterprise, I even have a preferred customer number, I will leave them and never again rent from them. The next time I rent, I will take pictures of what I rent before signing the contract.

Also they proudly advertise that company is picking the clients from home. It used to be reliable but this time it was totally not reliable. I am 10 minutes drive from their location. When I called they told me 25 minutes. 30 minutes later I called and they told me someone was on their way, which turned out to be BS. Someone came 30 minutes after the second call. I understand if they are pressed and cannot have someone drive but please do not BS me that someone is on their way if they are not. This is very unprofessional!

Another point that you disappointed me was the lack of reliability about the price. They offered a rate under $30 per day, but avoid mentioning that on top of taxes there some additional fee of $5 per day that brings the price above $30 a day significantly (more than 15% more) and these amounts add up quickly through the days of the rental, above and beyond the rate of the insurance company. I was happy with them previously and I did not even check for competition but this rental is a complete disappointment and I believe I will not repeat this mistake again.

My goodness, she answers the phone with no name, very dry and harsh when speaking to people, and 1 word -- "NO." I told her I had just called the 800# and a very nice young lady stated that if I called or when I brought the car in I could get the charge. The answer I got again was, "NO, she told you wrong. We only accept cars that are rented from this location." We were trying to check if we should do the late fee or the drop off charge. I have rented from Budget, Hertz, Alamo, National and others with no problems, without the rudeness. NO More rentals from Enterprise for personal or business use.

Horrible customer service from **, and ** was extremely inappropriate. I will never go there again!

When I started to complain about the vehicle they were acting like they couldn't see anything. There was a lot of negative attitude coming near me and I had to look at the manager and ask him, "Do you have a problem with me?" He said no, "so why would you give a dirty vehicle?" The manager apologized to me but I wouldn't accept his apology. Then he said he'll wash it. NO, if you washed the vehicle the first I would be in here upset. I just want a clean different vehicle, eventually they were able to get me a clean vehicle. I will never use Enterprise again.

** WAS VERY rude and also very rude and abrupt with my daughter. I got in touch with the area manager ** who didn't even appear to want to hear the way ** treated my daughter or how she acted or said to me. Instead he said he didn't want to go into he said she said and as I told him or attempted to tell him what I was trying to tell him is what she said to me. It is very clear ** clearly is taking advantage of a young college student and has taken advantage of her authority. I still have not been able to get an answer of a yes my daughter was with her. Also when I asked about cameras in the office she said first there were until I asked about seeing the video and then she said there was not a camera on the location. Also they are claiming damage of $1600 +.

I emailed customer service with the issue, even attaching a copy of the bill as they requested. The respondent, **, agreed that I had been overcharged and promised a credit would post to my card within 7-10 business days. Days went by, then weeks. I emailed again with an inquiry to the credit. The response: "the case was reviewed again and the $39.99 charge was correct." And don't forget the closing comment "If you have any further questions, comments or concerns please feel free to reach out to me and I will aid you in any way I possibly can." Now I realize it's only $15, but to tell me I would get a credit then decline it. What kind of business practice is that? Especially as a long time customer of Enterprise. Next course of action, BBB and Enterprise Corporate Headquarters (not like it will matter!) Glad I saved all the correspondence.

When it got down to the vehicle I was in, it needed an oil change. I called. They got me into what they wanted me to be in the first place. But at first that car was reserved for KIA dealership to come pick up. I said "OK how about the other car they said that one needs an oil change?" So they put me in the car I was wanting to drive in the first place that was so called reserved for Kia dealership. Now I have this car for a few weeks then I go make a payment and get into another vehicle because the oil change light came on. Then I got in a vehicle that had 17 miles on it. No scratches, brand new and I went and paid a week and a half. The asst manager had been trying to run my card when I clearly have been doing money orders and the $90 would not come off. So I repeatedly told him that he could retry it the next day so I can have cushion on my account. I did just that so it gets down to my account being due.

The man called and I told him "OK. I will call the branch and make my payment on Friday." Remind you he called Wednesday. I was at work and couldn't be on the phone. I called the branch and I explained to the employee when I will be there. He said "OK I noted on your account." Then the man kept calling while I was driving and kept calling me. I went to the branch on my lunch break. They was busy then the regional manager was explaining my info to another person that was not on my account with me. When I returned after I got off and got my kids, he told me one price then he kept changing the price of what I owed to get caught up. I waited patiently. He asked for the keys and told me to wait inside so he could rewrite my contract and then he gets in and he pulls my account up. One minute it's this, the next it was this much.

Then he said "you can pay the balance but I won't rent to you anymore." So I asked I can go rent at another Enterprise. He said "yes just not this one." So I said, "OK. Did you get the payment for $90 that the asst manager was suppose to get off my card?" Then I goes over to the asst manager and he told a bold face lie to the regional manager that he didn't remember that situation with my card. And then I said "so are you guys going to take us home?" The regional manager said no. I took me and my children around the corner to my house and called the branch and told the manager to come get your car. It's at my house. They knew where I worked and lived. So for y'all trying to sit there and make up false allegations about me they are rude about your customers and their families. Not good customer service at all. Spent a lot of money with Enterprise Rent a Car. Y'all Wrong... Right is Right. Wrong is Wrong... FIGHT FOR WHAT'S RIGHT.