Enterprise Rent-A-Car Reviews

How can I dispute this? I admit doing the scratch. The other half side of the bumper was as prior damaged, just as bad as the one I did. What options do I have to dispute this claim. It appears unjust to me to collect from multiple people exorbitant costs to repair the SAME damaged part on a car? And where just one said "repair" doesn't fix the car to sellable? So if there are two scratches they are making the case, it would really cost $2000 USD to fix that one bumper??? Shouldn't both renters who damaged the bumper share the cost?

Lastly not happy about how the first response when I did escalate try to bluff me with "The Collision Damage is MANDATORY".

Original Review: Feb. 24, 2015

Rented a car at Enterprise BWI for 4 days; was in a hurry and did not read the invoice when I dropped off the car. They slammed me with insurance coverage of $155 when the car rental itself was only $109. They didn't ask me if I wanted them at the counter or at pickup. Customerservice@enterprise.com is no longer valid; 800 number sends you to my local branch for resolution except I didn't rent the car at my home location. Filled out a form complaint on Enterprise.com; the response came back that "The Collision Damage Waiver is a mandatory coverage that is automatically added and cannot be declined"; which is untrue as I have declined that coverage before in other locations. Still no response from Enterprise.

I asked to speak to a supervisor, he said he was the supervisor and I stated he must have a supervisor, he said no. I asked him his last name. He said he didn’t have one. He was the most rudest, unhelpful person/supervisor I ever talked to. How can enterprise just charge my account without consulting me two weeks after I turned in the car? Why do I have to prove my innocence without knowing all the facts? He would not help me and refused to transfer me to someone who would. He said for me to hang up, call back and talk to someone else. Really Enterprise that is how you handled disputes in your citations department at your HQ's?

I called my credit card company to dispute the charge. I told them everything that happened and they are fixing it. BTW I have never had an issue with Enterprise before this incident. Also, I am not upset with the service I received at the local enterprise office. I think someone before me got a toll charge and it was charged to me by mistake, but I could not get any help from John with no last name.

Today I just felt totally unrecognized as a loyal client to this franchise in Lancaster, CA asked to speak with the district manager of location about my payment arrangement and was really straight forward and seemed mad like if I was an on loyal customer that doesn't pay his bills just blew me out of my mind plus he had his associates call me and ask me to pay full amount before my week was done... I pay full coverage all the time and return my vehicles clean... I've had enough. They don't value repeat customers or they just don't look at there screens. Maybe it’s just in this district... Very disappointed. Will use my credits and move on - will not use them again....

It was then ** informed me that State Farm has discontinued my coverage on January 24th and I had a balance due of $161.69. I gave ** my debit card to close out the account with State Farm and to commence coverage out of my own pocket. ** told me that he would retain the same rate as the insurance company and for me to keep him informed of any changes. I inquired about the weekly rate vice the daily rate and was told, I was given the best rate. I noted my account debited on 1/29/15 in the amount of $161.69. There was no other mention of any pending charges on my account or any issues with State Farm not settling their portion of the claim.

On 2/12/14, I called Enterprise and asked to speak to **. I informed him that my coverage was going to be taken care of by my warranty company and he should be expecting a call from them that week. He informed me the insurance rate that was being extended to me was going to expire on the 14th of February. I told him that I will come into the office to settle my charges from the 29th of January up until the warranty coverage was to commence. On February 17, 2015, I went directly to the Enterprise franchise and spoke with **. I asked to speak to ** and she informed me he was out for the week and she was the branch manager and could assist me. I gave her the confirmation number for the warranty coverage and she told me the amount to close out my account was 169(+/-), give or take a few dollars.

Nevertheless, she quoted me an amount that was under $170 and I gave her my debit card to deduct the amount. She went outside to inspect the car (I kept the same car when I first started my rental in January) and came back and told me I was good to go for 10 days. I told her if anything changed with my warranty coverage, I would call and let them know. Much to my surprise and utter frustration, I logged on to my bank account online at 4:30 am the morning of February 20th. Needless to say, I was FURIOUS and SHOCKED to see a debit in my checking account for $538!!! This was NOT the amount that was quoted to me nor did I receive a call from Enterprise (**) saying the amount she initially quoted me was different than what she deducted from my account. Again, there was no mention of any additional charges regarding the additional $350+ that was taken out of my account.

I am a single mother with seven (7) kids (4 that are not mine but I have full custody of) and every penny counts in my household. I had not budgeted for that amount to be deducted out of my account because that was NOT the number that was quoted to me. Keep in mind that I received no invoice or receipt for that transaction other than my new pink rental receipt. I had NO idea that amount was being deducted from my account! I could not return to sleep and anxiously waiting till 7:30 to speak to someone directly at the branch. Upon speaking directly with ** at 8:40 am on February 20, 2015, she informed me these were pending charges on my account.

I told her I had NO KNOWLEDGE of these so-called pending charges and NO ONE in the office had communicated to me about any balance owed; to include when I was with her on the 17th of February in the local branch settling my account. I explained to ** I have no problem paying my obligations but something was terribly wrong with the lack of communication and professionalism with the Enterprise employees to allow such a large amount to accrue and not communicate that with me prior to deducting my account. She informed me she was only "reading the notes left in the file by ** and I don't know what else he said to you".

I have never been in a situation where I have rented a car this long and there was no fine print to explain or justify why the Enterprise employees did not thoroughly explain my anticipated charges to me before deducting from my account. This was especially disturbing because the branch manager had an opportunity to go over ALL charges with me on the 17th and failed to do so. She quoted me a price that was $350+ less and that was the amount I was expecting to be deducted from my account. Had I owed anything more, I feel it was Enterprises responsibility to call me directly and let me know they were deducting an amount that was different from what was quoted and I would have immediately came to the branch to discuss the additional charges.

As a reputable company, I expected a much higher level of service, communication and professionalism from your company, and I am very disappointed with the service I was given. I must reiterate I have no problem paying for my obligations, but under no circumstances can the branch manager or anyone justify deducting such a large amount from my checking account without any communication to address the error they made in translating the charges. What I am desiring and asking for is for Enterprise to return the $350+ that was taken from my account without my knowledge but from the way my call was handled by the corporate customer service office and the local branch here in Waldorf, MD, I doubt that will ever happen.

In lieu of my doubt, I feel I have an obligation to make my grievance known publicly and reach out to the local news media and social media to ensure consumers FULLY understand how this rental car company has the potential to accumulate charges on their account and does not communicate that information to their customers. I will be sure to inform my friends, family, corporate colleagues and the news media about this experience and I hope the staff at the Crain Hwy. office receives some serious customer service training.

Original Review: Feb. 22, 2015

A death in the family made a trip to Findlay Ohio necessary on Thursday January 28, 2015. I accessed the Internet to rent a car from Enterprise in Findlay. The system indicated that the office would be closed on Sunday February 1st the date of return to Arizona and to call the office directly. I called the branch in Findlay and made the reservation via phone. "Now I have no support for the requested reservation".

We were picked up at appr. 12:10 pm on January 30th at our hotel and driven to the Enterprise Office. Picked up the car, not what we requested we were told the vehicle we requested was not available, asked where we would drop off the keys 48 hours later since the office would be closed. We were shown the drop key box location by Otis the branch manager. Had to be at the funeral home by 1:00 pm so needless to say we were in a rush. Failed to realize that the contract indicated we would return the car 72 hours later on Monday February 2nd not 48 hours later as requested.

Returned the car at 10:00 am on Saturday February 1st. 21 plus hours after we picked it up. It was snowing and we needed to get to Columbus Ohio for our flight back to Arizona and the forecast was for very heavy snow. In checking my c/card account the following day I realized that I had been charged $241 for two days an apparent overcharge. I called and spoke to "Otis" the office manager on Monday February 2nd and he said yes he remembered us and he would issue a credit for one days rental. He indicated we would see the credit by weeks end. No such credit appeared. Called and spoke to Otis again the following Monday this time he indicated he had processed the credit on the past Friday and it would appear by Wed. or Thurs. of that week.

No such credit has appeared. My wife called the following week and spoke to Arron who said he would take care of it that day. It is now February 22nd and no credit has appeared. I guess I can only blame myself for not paying enough attention to the contract but to have been the victim of a revised reservation and having been lied to about processing a credit by the staff at the Findlay Ohio branch is something different. My wife visits Findlay on a yearly basis and you can be sure that we will never rent another vehicle from Enterprise. All I can say is renter beware the Enterprise staff at the Findlay Ohio office are not to be trusted. Their word and promises are empty.

Of course when I called they stated I would have to bring the vehicle back to the office. They closed at noon on Saturday so I would have to leave the vehicle and drop the keys in the drop box. I did. Manager stated she would email the bill to me so that I would be able to print and fax to other person's insurance carrier. She didn't... My recommendation, get some employees that are over 25 years old who have customer relation experience and not a group of 20 something sorority sister types more concerned about happy hour than the customer.

Original Review: Feb. 21, 2015

Reservation for 12 noon ET, pick up on Saturday. I called at 11 AM ET requesting a ride from my home. I was told someone would be there in 30-35 minutes. It is now 12:25 PM ET. The office is closed (no way to get anyone in the office) and I am without a car that I needed for a huge meeting out of town next week. Your failure to complete this rental has caused me tremendous hardship. I need to find a vehicle on almost no notice. This is unacceptable.

Do not consider me an Enterprise customer anymore. I will tell this story to hundreds of people over time. I've got big mouth and love to talk. Expect that I'll refer to Enterprise as careless, unresponsive, untruthful, unreliable, low class, a poor excuse for a company in the car rental space, and a company with whom I will no longer do business. I will steer everyone I know away from Enterprise. Change the slogan from "We'll pick you up" to "We'll let you down." Contacting me during "normal business" hours will be a waste of your time unless you want to hear me explain my disdain for your hapless, disorganized and awful service.

Now I'm a very laid back, patient person. I just need to talk to someone and let them know something is wrong. I try to call the location where I got the rental (Owens Drive connected to Mastercraft) and no one answered. I went up there and the people at Mastercraft let me know I had to make an appointment as no one was there. With four children in tow I explained how upset I was and needed to talk to someone. Sure enough, there IS someone there at Enterprise after all. Nice. She (her name is INEA, I'm not sure how she spells it). But she's very nice and assures me they are just waiting on the insurance to pay and all money would be reimbursed. I had returned the car, but she says our file was still open. Once it was closed, Liberty Mutual should pay.

Two weeks later, no money back. I called the insurance company and they said it shows the car is still out! THEY call Enterprise and the people there had somehow lost track of the car we rented and charged us an extra FIVE DAYS. Now nearly $400 out of my account and 21 days late on the rent I'm begging them to replace the money. I'm tossed from one person to another with excuses. They say the insurance company is paying anyway so why does the five days matter. It's not like I'm paying for those five days.

Because your company is being dishonest and LYING to the insurance company to get a few extra dollars from them, and I STILL have $400 missing from my account!!!! They finally say it was for their auto insurance ($20 per day) that I did not consent to. I HAVE INSURANCE!!!! I am now sitting at Enterprise almost a month after I first rented this vehicle with tears in my eyes, four kids, and my husband, and I'm crying my eyes out. I get passed on to ** (branch manager) who says the money will be in my account today (just $95 though). I look in the account. They replaced .22 cents!!!! They deposited .22 cents into my account. I give up. I won't see a penny of this money.

Please don't trust these people. The lady seemed so nice, and I'm a very trusting person, but money will be coming out of your account and it's almost impossible to get a hold of anyone. Even if you do, they just don't care. It's really sad. I never write bad reviews, but I just had to tell my story to hopefully save someone the stress that I've been through. The main branch of this enterprise is: 8513 Manassas Park Drive Suite 101 Manassas Park, VA 20111

Much later, after I wrote again to find out what was happening, I was told that an investigation had been done and that everything had been found to be in order. Since the signature is obviously not mine, I was outraged but they are no longer responding to me.

Over the past 10 days I have repeatedly tried to contact ** to no avail. He told me in person on the 16th the he would get back to me. On the 16th we called and informed them that the car could be returned with one half tank of gas and no damages to car. She informed me it would be awhile, they were short handed. While getting gas to agreed level of half full, received urgent calls from ** informing me he was in my parking lot, and I told him I would be there in five minutes. It seems strange to me that a Zone Manager **, had never responded to any of my numerous calls, appeared in my parking lot in 10 minutes. They checked the car out, and said the car was okay. ** gave us his word that he would investigate and get back to us and he has not. As the character of your company, no one has ever responded to any of my calls.

I called ** at the Inglewood Office because there were errors in charges on the contract, billed to Liberty Mutual Insurance which I did not incur. He said he was not privileged to talk to me regarding this matter. In defense of my name, A manager named ** informed me that enterprise was charging me with embezzlement and Hung up. After we had discussed turning in the car which I was trying to do her voice got angry when I informed her I was not the Lessee. I called back, was informed by manager ** that ** had walked out and assured me that she would get a manager to call me before the end of that day 02-15, no call back. In conclusion I feel an the above actions by your company indicate to Me that your Managers and company view me as a criminal embezzler. As I said in the beginning it is about the integrity of my name. At all cost I will defend integrity of my, GOD IN WHOM TRUST, given name.

So, after spending 30 minutes for them to find our reservation, we walked out without a car and went to a competitor down the street and got the same car for even less than the original reservation. Why even show a car type as available on the website if it's not? She also didn't ask about coverage on the car and said "I assume you will pay for our coverage", which I promptly said no. Whatever happened to when the car dealership didn't have the car that they offered, they would put you in one that was available and not gouge the customer. Just horrible customer service and policies. BTW, the competitor, I made the reservation online, was there 15 minutes later and was in the car within 5 minutes. Will not rent from enterprise again.

Over a series of days, my bank statement reflected at least four (4) different unauthorized and/or fraudulent charges from Enterprise that they have still not refunded two (2) months later. The Branch Manager even admits that he charged my card without authorization. On top of that, the charges were supposedly intended as a security deposit that only placed a hold and removed / returned when the vehicle comes back. Never returned. Enterprise Rent-A-Car d/b/a Enterprise Holdings aka Alamo are crooks. Stay clear! If you don't believe me, hear it for yourself!

Made a reservation for a one way drop off from Myrtle beach to Clayton NC. Arrived at enterprise in Myrtle beach to pick up rental, no reservation was found. Made a new reservation with Dominick, in which he acted like it was a hassle to pay for the rental with my debit card, therefore I paid for the rental with my debit card and did the deposit with my credit card. He then briefly escorted me to my rental, had me sign a form, told me I could drop off my rental anywhere in NC before 4pm Saturday, and that was it I was on my way.

Saturday, I did as I was told, in which I dropped vehicle off at the enterprise in Clayton NC around 1:30, in which they were closed so I left the keys in the drop box. The following Tuesday, I'm then charged an additional $173 to my credit card, in which I called the Myrtle beach office and was told that I didn't return the car until Monday, claiming I had the car an additional two days for a total of four days. I explained that I had the car two days, which was my rental agreement, and that I dropped the car off before 4pm that Saturday.

The gentlemen, who obviously had no clue as what to say or do, argued with me claiming I had the car four days and that I owed them the additional money. He then told me the original salesperson, Dominick would call me back on this issue. I patiently waited for a call, Dominick never called me back. I then call the 1800 number and asked for a manager, in which they transferred me to the corporate office and I spoke with Elsa who was just as rude, claiming enterprise runs on a 24 clock and that I should have read the agreement explains the one way drop off policy. She then stated she would do a claim and someone would contact me in 3-5 business days. No apology, no nothing.

I then contacted the manager at the Myrtle beach office, Ryan, who claimed the charges were correct, and the most he could do was take off a $90 drop fee. He acted as though this was a good deal, and took no responsibility nor did he once apologize. My original rate, $229 for two days, was already ridiculously high, and now you want to charge me an additional $173 for something I was completely unaware of? Absolutely ridiculous. My family always chooses enterprise, in which my family owns a business and travels frequently. But as of this moment we are completely done using these crooks and the Myrtle beach office seriously needs some additional training.

So the next day, I did as Josh suggested I could do, and cancelled the extra insurance (I felt I shouldn't have to pay $16 a day, not knowing how long it would take to fix my car, because I was the victim. This could add up to hundreds of dollars). A lady walked around car, and saw nothing, when I cancelled insurance. Well the following week, when I found out, my car was totaled, and I would have to turn rental back in. I went to local enterprise and talked to a guy. He looked at the computer for a minute and walked out saying "he was going to check out gas and mileage." He would be right back. He walked straight out to the front left wheel well, like he knew what he was looking for, (which we never got to, when we looked car over), and at the very bottom towards the front bumper, was a hairline fracture, right where it makes the turn, from fender to wheel well, at the very bottom of car.

I bet 10 out of 10 people, would never see from a normal standing position. I was told, "since I cancelled insurance, I would have to pay for it." I feel like I got scammed. No way the guy went right to it, like he knew it was there. Honestly, you couldn't see it from a normal standing position, even if the car was dry, which it wasn't. You have to lean over, nearly squat to see it. I disputed the claim, the next day. It took two weeks, and now they say I owe $406. I took pictures before I left, and left.

I saw other damage, that was not on report either, but for damn sure I wasn't going to point out, for fear I would be charged for that too. They will not have to worry about this customer, EVER again, or anyone I know. I would sign anything I needed to, or stand in front of whomever I needed to. This damage did not happen, while it was in my care. I drove from work to home, and never bumped a thing. It would take a hit from the bottom to do this kind of damage, and I didn't run over anything. I even parked it on the weekend, and drove my wife's car. I was wronged. I am honorable. If I did it, I would pay for it. I trusted Josh, and his judgment. You can bet, if I ever rent another car from somewhere else but enterprise, I will note every bug splat. It appears to me that they have further damaged, in pictures they sent with bill, playing with it. It's worse than my pictures.

This is a disgrace - I rented from Enterprise six months prior to this - same scenario, but NO additional charges. We ended up renting the vehicle for a total of 36 days (because my son's car was in the shop). I have a total of 11 phone calls to Enterprise asking them if there was any other way to write the contract to eliminate charges - they repeated said this was the cheapest possible option. Only when I turned in the vehicle did they explain that my son could have rented it himself and we would have not had additional charges.

The manager at this location was rude and basically ignored us. She opened the door and basically pointed to the outside like "get out." I called the 1-800 number and opened a complaint. They said someone would call me within 24 hours. Someone called and basically just started to rake me over the coals for not renting it in my son's name in the first place. Both of these Enterprise employees misrepresented the FACT that under age driver fee and additional driver fees can be waived by the location. I confirm that through general customer service. I emailed the CEO at **. I've had zero response from her AND was told someone else would call me today. No phone call - no email. They just took an extra $1,000.00 and went on their way. NEVER EVER rent from this organization - they do not work in their customer's best interest.

I called direct to Enterprise in Eugene and VERY kindly said they would take care of it at my request I asked them to speak to Michael ** so the matter would be handled in their direction to him. He never apologized or made any explain action for accusatory threatening behavior. We normally rent from Hertz. We will never rent from Enterprise. Risk missing flights, being accused of damages I did not do. Dents on the roof the cars plates were from Wyoming??? Go figure. It's too bad the associate manger doesn't Realize who pays his salary - the customers who rent cars from Enterprise.

Suddenly I had $500 taken from my account by Enterprise. The odd thing was that when I called regarding a scam the Enterprise agent said "oh was it for 500?" Clearly a staple number. I have been arguing and fighting this company for 6 weeks now. I am about to move and I cannot take the stress of them being outright thieves. All I have to say is NEVER EVER EVER rent from Enterprise. They will rob you blindly. They took the money I was going to use to buy my baby a crib set. Now what??

This is the first I have heard of it! Especially as I'm 100% sure it has been driven by others since. It was collected by Enterprise from my work place, where I left it with no puncture! Furthermore on the 27th January I hired another car from the same branch for a day. This was on the same account yet nothing was mentioned, no additional payments were taken, and no one approached me about the punctured tyre on the car I had previously hired.

After that, several problems are happening. Looking my bill in the credit card I see insurance was charged wrongly. Please cancel this charge insurance "SLP = $251.30" and "ONE WAY FEE REFUELING CHARGE = $9.40" (I returned a full tank and the employee saw this). Then, I remembered that in the day I have got the car, the employee EMILY ** added this insurances in my contract, but I said NO and she scratched it only in my copy. I am trying contacts with Enterprise but they did not answer me. In short, I had problems with this company I had never had with any other (I'm going to the USA at least two times a year). I hope quick fix.

First, they put the car in her name on the agreement; she signed it, and paid for it. We were all unaware that Enterprise had listed the vehicle in my boss name in their system along with his credit card information which they already had on file. She paid cash weekly at this location. She elected to keep the vehicle longer as she wanted more work done to her vehicle. She changed rental vehicles three times and each time signing a new agreement and continuing to pay cash weekly. On two occasions my mother was a little short for her payment so she asked me to pay the small difference, which I did. I went to the branch and the first time I made a $25 payment for her and the second time I made a $20 payment for her. These payments were made on my debit card. All of the payments had been on time.

This location has undergone staffing and management changes over the last year and there has been nothing but issues since, not only with my mother but other customers of mine have complained as well. Enterprise alleged that they tried to contact my mother to come in and sign a new agreement and put a credit card on file. This was after three months and three vehicles. At no time did they ever request those items from her and they had been renting to her the entire time. Additionally, she never received a phone call or a voicemail from them. So Enterprise ran my debit card for $400 without my knowledge and approval. I am not and have never been an additional driver on the vehicle. I am not on the car rental agreement and I have never signed a contract. (I have however reviewed the agreement/contract since but I will get to that in a moment).

According to Enterprise since my mother had not responded to the alleged voicemails that were left they used my debit card information, recorded it as the credit card on file and charged it for a new $300 deposit plus $100 for payment. This is fraudulent as I never authorized them to do so. Enterprise stated that it is standard practice for them to record any card in which any payment for the vehicle is made on file and will charge it if there is a failure to pay. So since I helped my mother out twice and used my debit card Enterprise believes that they have the right to take my money. Absolutely not! They do not have that right. Whether they do this is standard practice or not is irrelevant. It is not in the agreement/contract that just anyone's card can and will be kept on file and charged if there is a failure to pay. It is not posted anywhere in their office and it is not even told to the customers. It is simply another unethical and unlawful tactic that they use to get more money out of their customers.

I called this location and spoke with the manager several times who refused to help me. He said that they always do this and that he would not refund my money. This unauthorized charge caused several NSF charges for bills that I had paid and prevented me from being able to pay the rest of my bills. I looked into this matter further and also consulted with my father-in-law who is an attorney. He said that this activity was fraudulent and illegal and that I can proceed legally to recoup my money and possibly reimbursement for legal fees as well.

I attempted to contact the corporate office. After speaking with several people and was told that the Regional Manager would call me. To date I have never received a call. It has been six weeks since this event with no resolution. Unfortunately it looks like I will be taking them to court. Furthermore they have lost a good customer and business referral source. I will not do business with or refer business to an unethical company that does not value its customers or abide by the law.

As if it could not get any worse. My mother was involved in a minor fender bender in the last rental. She did not have the insurance that Enterprise offers but she had her own insurance. She paid her $500 deductible and the amount owed on the vehicle and turned it in. Since she only has liability insurance her insurance company would not pay the additional amount of the repairs. The damage was only a few scratches and a small dent on the bumper. They sent it to their contracted body shop who charged approximately $1000 for repairs. I work in this industry and the repairs even at retail cost would not have exceeded $400. Enterprise is pursuing the additional amount for the damages and a $100 administration fee. The additional total that they want now is $562, keep in mind that she already paid $500.

Now, I do agree that they have every legal right to collect the money due to them even if I do not agree with the price. I believe and know that the cost is highly excessive for the damage, but again this does not mean that they do not have a right to collect it. The problem is that once again Enterprise is trying to cash in on their customers by acting in a fraudulent manner. Enterprise called my mother to inform her of the charges and demanded payment. She advised them that she would have to make payment arrangements. Apparently this was not acceptable to them because they decided to pursue my boss for the damages and have sent him demands for payment along with a breakdown of cost and pictures of the damage. HE IS NOT ON THE CONTRACT! His business refers or used to refer customers to them. Enterprise put his name in their system as being on the contract without his knowledge or consent.

Keep in mind she has had three different vehicles, all of which were in her name on the actual paper agreement, she signed for and paid for. He had nothing to do with the vehicles at all. Now they are threatening to send him collections or worse. To add insult to injury Enterprise tried to say that my mother told them that they could keep the charges on my card and that she told them to keep my boss on the contract. She never did any such thing! This is when her ability to understand was questioned due to English being her second language. She has been here since 1989, speaks very good English and has even worked for the government. Yes, she understands very well and never told Enterprise any such thing. Furthermore, even if she had (which she didn't) she has no authorization to do so and Enterprise still could not legally accept it from her. So what is really going here?

I am appalled by the unethical, unlawful and unscrupulous activity that is going on at this Enterprise location. It is even more discouraging that the Enterprise Corporate Office does not seem to care either. Unfortunately it is going to have to take a lawsuit to get them to listen and take action.

They gave me a Mazda 3, in grey. We were told that the car was ready for us or we could choose a BMW that needed to be cleaned. Since my fiancee had a dr's appointment, we had to take the Mazda 3. The inspection done by the agent was quick and not at all thorough. He showed us this over-used plastic ruler and apparatus and explained anything larger or outside of a certain amount of inches, or bigger than a golf-ball on the car was considered damage, and that we'd be responsible for anything done to the car if it wasn't already notated on the sheet he had.

We walked around the vehicle, he wasn't really looking at it and was more talking to us (naturally we were trying to follow along with what he was saying) and he pointed out only significant damage, of which a part of the Mazda 3's front passenger bumper was 'punched in' (plastic aesthetic piece that I can't explain the function of) and that it wouldn't be our responsibility because that damage was already there. We complete the inspection, I'm looking over the form, I note the places that he marked the damage down and OK'd on the rental.

I had the car for a grand total of 4, hours, in that time, visited 4 places and was paranoid about driving it around, or people even being close to it. I got the call my car could be picked up, I drove back to the rental place, dropped off the car, and took mine home... called after hours since the damned Enterprise rental was closed and left a message telling them "I've left the car here, please let me know when you pick it up."

I get a call from one of their reps the next day stating that my BLUE Mazda 3 was damaged. I call to find out what the hell they're talking about (because I had a GREY Mazda 3, not blue) and the one who answers the phone tries to make the excuse of "Oh, I see it says its grey on the contract, I'm colorblind, so I thought it was blue." Then goes on to tell me there was a crack in the bumper, in the SAME AREA the punched-in plastic is located... that it was near the underside of the bumper and I was responsible for that damage.

I was livid. I demanded to speak to the representative that gave us the damaged car and I told him flat out I was not paying for damage that had already been there. The area he wrote down ON THE CONTRACT was already notated as being damaged BEFORE we took the car off the lot, and they were not sticking me with something that was already there. He claimed he was going to investigate and see where the damage was because he was confused by what they said. I was at work and I told him what time I had available to talk, he said he'd call me today... he left a message on my phone today saying he wanted to 'work things out' because I 'believed I didn't damage the vehicle'. I don't just 'believe' it, I KNOW I didn't damage the vehicle, I had it for FOUR hours, and dropped it off the SAME DAY I got it, and there was significant damage to it before I even had it. WILL NOT do rentals with them again.

Called the roadside number back and spoke with another agent and explained the whole thing. After a while on the phone the agent gave me a reference number for the roadside assistance and indicated that a car will be sent to me and the defective car will be towed away. After 2 and a half hours I received a call from the AAA towing person that Enterprise had denied the request to send a call over and I need to contact Enterprise again!!

I called the Enterprise local office where I had rented the car and spoke with the agent and he asked for my phone number and he called me back indicating that a car will be sent to me within 3 hours. Waited for 3 and a half hours and I called the agent back and left a message and also texted him to find out what is the status of the car. I finally got a text back that if I have received a call back or not!!

After 7 hours I am now told that they are not able to find out the status of the roadside help and they are going to send a person to pick me up and it would probably take about 1 to one and a half hours. To be honest I think I have had one of the worst experiences in my life today dealing with the employees of the Enterprise rent a car and I will never again do any business with this company. The people at Enterprise are unprofessional, immature and dishonest.

He then gave me his speech about taking their insurance. After he finished, I declined because I have my own. He asked me why and I told him. This should have been the end of that conversation but no, he had to recite his speech again and again and for the third time, I declined the insurance. When he finally gave me the keys, he then stated "don't damage my car." If I had of known that Hertz was a block away, I would have canceled the rental at enterprise and went there instead, but I decided to let it go and left.

When I returned the vehicle, a female enterprise employee took the keys from me and went outside to check the car. When I tried to follow her, she put her hands up and said I didn't need to go with her so I stayed inside. After about 2 min, I looked outside and watch the female employee bend down towards the front of the car and was tugging at it. 4 min later she finally came back into the office, I asked her what she was doing, she stated that she noticed that the bumper looked unleveled so she pulled on it and it popped out.

She then told ** that the bumper was damaged. **, the female employee as well as myself all went outside and I watched ** popped the bumper back into place then went inside and told the manager, **, that he needed a second opinion. I informed ** that the damage to the bumper must be preexisting because I was not in a accident and the car was parked inside my garage. When I returned the car, the bumper was not in the condition it was in before ** popped it back into place. He then shouted, "Are you calling me a liar?" and went outside and did the same thing the female employee did, and popped the bumper out of place again.

He then went inside and called my insurance company and reported a fictitious claim. I've been renting cars from enterprise since 2001 and I have always received very good customer service. This is the 1st time I went to this location and it seems like the employees here just came out of the How to get over on customers who doesn't accept our insurance class. I’m not sure how many other customers has fallen victim to this scam but it won't happen to me again.

When I asked for an explanation as to why other Enterprise offices charged less and did not have all the additional fees, I was told that they are in a different region and policies change. They advertised pick up and return of cars, and $37.00/day fee + plus fuel. The final charge was $172.64 for one day. These charges are not described at time of rental. Their practices are deceptive and I will never rent from Enterprise again.

When I returned the car I was charged for things that I was not supposed to be, due to the agreement. I had called and spoke to one Assistant Manager who was not helpful. I called again the next day and spoke with Assistant Manager "JD" in the Stroudsburg, PA office and not only was he helpful, but he was apologetic for the mishap. I had received a credit on my account in 48 hours. If it were not for his help I would never rent with Enterprise again. I hope someone gives him the recognition he deserves.

I asked to speak to the regional manager Stephanie (who told me if I had any problem to contact her). The salesperson began yelling at me to stop threatening the staff with the manager's name. We argued for a while before I just told them forget it and hung up. I then called the 1-800 number to put in a complaint, before I noticed that they sent me back to the same store. I asked who do I put in a complaint to. The same sales rep again would not identify himself to me, stated I needed to speak with Stephanie in a mocking tone. By this time I was so mad and very late for work that I hung up and again called to make a complaint.

This time I pressed buttons until I got a rep on the phone to complain. I also work in sales and would not dream of speaking to a customer who has been renting from that location since 1996. My broker has trained us that NO MATTER what or how a customer speaks we must always handle it like a professional. I see Enterprise DOES NOT train their sales reps to do the same. I ultimately had to be very late for my appointment. I want something to be done about that branch because it is the worse, and I will be telling everyone who will listen of the treatment I received from that location. I also will not be using their services again.

So we drove that car 2 days and returned car where we rented. Mr. ** come out look for the car and first look under the body and told me there was a significant damage under back side of passenger door - that wasn't there before from the system. Then he said “Will do change of condition report and wouldn't close up the contract. Then we will not charge at this moment and you can go.” The damage was not fresh which already rusted. I took several pictures. I asked I need a receipt or any paper work, then he gave original contract. We left, went to home and visit the branch we changed car and talked the employee and showed pictures. He told us “Don't worry, you are on Enterprise Insurance,” which I declined and use my own insurance.

Next day, wife called the branch, talked to manager about Enterprise Insurance which we declined and he told that was significant damage will claim to my insurance. I called my insurance explained and uploaded all the pictures. Next day, I checked my credit card and shocked they charged $680.64 - original charge was $180.64 and they added $500 more for what? The Mr. ** and ** was conducting business unethical and ** was rude. I was working as engineer and traveled, rented a car several hundred times but never happened like this before.

When I got into Reno, NV, someone pulled out in front of me and I had to slam on the brakes and had complete brake failure on the driver side and I almost wrecked. The seat of the car I rented had horrid stains on ALL of them which looked like a baby had pooped in them. The driver seat was soaking wet and made me look like I peed my pants every time I got out to gas up. The car ran so bad I was afraid I would break down while in the desert. When I reported all of this to the personnel when I returned the car, it was obvious they could care less. I HAVE USED ENTERPRISE FOR YEARS. I WILL NEVER USE THEM AGAIN!!!

I had no choice but to get another rental car later on because after contacting my normal repair shop for another problem that had crept up with my vehicle which I did take in on a Saturday to avoid extra problems with Enterprise, I was without my vehicle the entire weekend through Monday. I had to call for a 1-day rental and the repair shop there managed to have my vehicle ready at the end of the day. Well Enterprise never bothered to pick up the vehicle from that Repair shop and I got a call a week later from that repair shop asking me when they would be by to pick up the vehicle. I called that repair shop and informed them that I had called Enterprise twice to confirm that they were going to pick it up and they said yes.

So then a third time that I had to get a rental from them not by choice, I had my car breakdown and needed to be able to get to work since our RTA system out here is watered down because they cut many bus routes to get to specific places in the city. They noticed that the car rental was not picked up and I said that someone from Enterprise informed me via the customer service phone that Enterprise can pick up the rental that they did not have enough representatives to come pick up the car within that day. So I let them know but they did not listen. I filed a complaint with them, they could not do anything etc. etc. until I mentioned Class Action Lawsuit and my friend who is an attorney. Then they decided to file a complaint.

A second issue to report: When I initially booked the rental through Orbitz, the quoted cost of my rental agreement- including taxes and fees, was $288.45. In addition to the basic rate and taxes, I took out optional collision damage coverage for the vehicle and the fuel service option. Based on information in my rental contract, I believe my total bill should therefore be 491.55. However, I was billed 538.21. I do not know why extra misc. fees were charged.

Surely with the technology available today, quotes provided online should be accurate- otherwise it simply constitutes false advertising by the advertising merchant. This is exactly what I believe Enterprise is practicing, in order to have customers believe that they offer rates that are significantly lower than competitors. I will not be using their services again in the future.

Anyways we dropped the car off today, walked through the parking lot, one of the employees was trying to park a rental truck & OH LORD it sounded like a piece of crap! Brakes sounded horrible & the engine was OMG! Hopefully they didn't rent that truck out or I'm really going to feel sorry for the next customer. They gave us $37.00 back for buying the coolant & apologize for bad first time experience with them. Not renting from Enterprise again! Safety comes first!

Finally was taken care of. Had to wait for receipt while rep was on phone. Had to ask her for it while she was still on phone. Then left. While entering my car, rep came outside to ask me if I was totally satisfied with service. I just got in my car and left. PS, the vehicle may need wheel balancing (it pulls to one side). Footnote: watched reps assisting potential insurance replacement customers, 3 of 3 left without cars.

On Monday Jan 19, 2015 I called up at their Brampton branch exactly at 8 am EST, and informed Mr. ** that I have lost my remote in the van I had rented. He may get it checked and get that collected. He told me he was extremely busy, even after 8 hours later. AFTER MAKING 17 PHONE CALLS, he refused to get it checked. Same in the evening when I drove to Brampton and met Mr. **, I could not find my remote. Mr. **, manager on duty, was very casual about it.

Just to put on record I am a high net worth customer for Enterprise wherein in past 2 years I had rented vehicles for 67 days. This is the kind of treatment I was meted. On Jan 20, 2015 when I contacted Simcoe branch manager Ms. **, she said Brampton location did this because we are in a different region. I need a thorough investigation into this episode.

I just made it 15 mins before they closed. The clerk was rushing me, and took the paper work from me and briefly told me about their insurance. (It's not that much). I decided okay. I get it not thinking that I will get hit with an extra cost of $713.00 in the end. When I found out about how much, I went up to Enterprise and had the clerk take it off. My car has been in the shop for a little over two weeks.

I finally took the car back to Enterprise and they did the walk around and I went inside to get my paper work and they charge my account $713.00 when I was supposed to have that car for nothing. I was so pissed off. I called my agent back and told him about Enterprise. I will never go back there ever again! They are scam artists. My advice to anyone out there, never go to Enterprise. It was my first and last time I will ever rent a car. P.S. Enterprise: Strongsville Ohio.

When I saw the charge on my credit card, I called and spoke to Kali, the manager. I told her that my daughter wasn't authorized to use my credit card and please reverse the charges to my credit card. She said that she would reverse all except the $6.99 per day collision, which is the only thing they should have been charging her in the first place. And she said WE WILL SEND IT STRAIGHT TO COLLECTIONS. My daughter only just returned the car 7 days ago.

I think Enterprise Rent A Car is DESPICABLE in their practices. Taking advantage of someone who isn't used to being taken advantage of. BAD BAD BAD!!!!! And they call themselves a "FAMILY BUSINESS".

On arriving home I received a email saying that we damaged the windscreen and they would be keeping our €750 deposit. My girlfriend rang the bank and we found out that not only had they kept the €750 but they also tried to take another €816. I haven't received any pictures of the damage to the car or any proof if what damage we are alleged to have caused. They are passing me around their system at present hoping that I will go away, but I am not putting up with it. I am going to get the Irish ombudsman involved as I feel the whole situation is a scam. I am also going to involve the fraud squad of the Garda.

When I returned the car, the manager at Enterprise went out to inspect the car and he found a dent on the hood of the car, the size of a cookie. I went out to see what he was talking about. I didn't see the dent when I got out of the car and walked around it. The manager told me that someone must have sat on the hood. It all was very devious. Someone's butt sitting on that hood, wouldn't have left a cookie size dent.

They kelp my 75.00 deposit and told me that they needed 500.00 before I left that day. I didn't have 500.00. After they filed a claim on it, it was appraised for close to 400.00 to fix. I didn't have a wreck in their car, nor did I see that very noticeable dent when I returned the car. I'm very disappointed and left with 1 question, is Enterprise car rental causing damage to their cars to make money?

Being still in doubt, called USAA, who told me - "absolutely not!" I should not be purchasing any additional insurances, as the rental is covered under their policy. Called back Enterprise. Asked them to take that "optional insurance" out of my bill. Was told I need to come in person to sign another paper. I could not, since I was working.

Couple days later their rep called me regarding a different issue. When I address the issue of the optional insurance, he said "no problem, I will take it out". So... no need to show up in person? No, My guess is they know about the issue of the optional insurance, yet they push it on you, in case you will not be persistent enough to "erase" it.

Another issue - my daughter's toy stroller was left in the car's trunk upon returning it. I realized it the very next day. It was Thursday, January 15. Talked to ** (I think). She said that my vehicle was already rented out to someone else, but she will contact this person and ask him about the stroller. In about an hour she called me back with good news, saying that the stroller was found and the person will bring it to the office either tonight or on Friday. She promised to call me back again. No call.

Today, on January 19, I called them again. Nobody seemed to know what happened to the stroller. I decided to swing by the office. The guy called the man who rented a car after me and they guy told him that he knows nothing of a stroller, and there was no stroller in a trunk. ** who was present at the office, told me, into my face, changing the story, that she told me that the guy was "not sure if there is a stroller, and he would check on it when he returns the car." What???? Long story short - they lost my daughter's toy that was a gift from her grandmother. They also lied to me!!! How rude and unprofessional. The story is also shady considering that every car after being returned is being washed and vacuumed by the Enterprise staff. God forbid you leave something valuable in a car! Will never rent from this people again!!!

My insurance notified me that my contract would run out on 11/12/14 when they declared my old car a total loss. Rather than continue to pay for the rental myself, I decided to purchase my new car ahead of that time. On 11/10/14, I bought my car. While at the dealership, my sales person told me I could leave the car with them, as they were an Enterprise drop off site. I wasn't sure, so I called my Enterprise branch to confirm. The young lady I spoke with (I didn't get her name) said that would be fine. I left my keys at the dealership along with the rental, not thinking twice about it.

I didn't hear anything until 12/23/14, when the manager of my local Enterprise called me and asked where the car was and how we could get my contract renewed. (I get a lot of calls from numbers I don't recognize, and I don't usually return them if I have missed the call and if there is no message). I told him I didn't have the car, and that I had dropped it off at the car dealership. I gave him the info and he said he'd get back to me. I heard nothing so a week later I called back. The young lady I spoke with said they were still investigating to see when the car had been dropped off. I gave her the name of the dealership as well as the name of my sales person and his manager.

I heard nothing until on 1/14/15, my insurance company sent me a message stating they had paid $437.96 to Enterprise. I immediately messaged back to ask when did Enterprise say I dropped off the car? The response was that I would need to clear this up with the local branch of Enterprise because "They advised us that they were never informed the car was dropped off and they tried to reach you several times before finally reaching you in December." (Again, it is possible they tried to call me and I missed it. I have gotten a new phone since then and cannot verify this.) On 1/15 I tried to call Enterprise after work but they were already closed. I called on 1/16 and spoke to a young man who said he didn't know the situation but would look into it and call me back. He did not.

I also called the car dealership on 1/16 and spoke to my sales person. He remembered calling Enterprise on 11/11 to remind them the car was still there, and whomever he spoke to said "yeah, we know about it" and hung up. He placed the keys in the locked box at the dealership. He didn't know how long the Camry was there but it was at least a few days after that. He said he even saw an Enterprise worker the next day to pick up another car and told him about the Camry; he states the Enterprise worker said that wasn't his car to pick up. He said no one from Enterprise had called him to discuss this situation, but that if they did he could give them these details.

On 1/19, I called the local Enterprise again. The person whom I spoke to was not aware of the situation, so I gave the whole story again. He then said he would pass it along to his "business advisor" who would determine who should be liable--me or the dealership. I let him know that I did not think either of us should be liable for these charges, as we both remembered notifying appropriately. I gave him the name of the sales person at the dealership as well as notified him that the keys had been in a locked box, of which hopefully there was a record.

On 1/20 I called the main Enterprise number and filed a complaint. The young lady whom I spoke to was very nice but did not give me a reference number, stating that the details would be immediately forwarded to the regional office. This makes me nervous, as I feel I have called too many times with too little accountability. I let her know that along with the details of when the car was dropped off, that I had records of my cell phone call to Enterprise on 11/10 (3 minute outgoing call). I also let her know about the expired inspection tag on the rental as a marker of a) the lack of thorough checks on cars going out for rental and b) added incentive for me to get rid of that car as quickly as possible--the entire time I drove it I was worried I'd get pulled over and have to explain what was going on. I initially chalked this up to bad internal communication. Now after reading some of the other comments here, I am more worried about this being a system-wide issue to increase revenue from insurance deductibles. I guess I would rather be wrong and have this all just be due to bureaucratic incompetence?

Original Review: Jan. 19, 2015

Where to begin? My car was hit while parked in public parking garage so I had to get a rental car while it was being repaired. I used Enterprise as they work closely with my Insurance company, USAA. Upon returning my rental on 8 Oct. 2014, the manager took the keys and proceeded to go outside to inspect the car. When she came back inside she stated that she would need to file an accident report. I was completely surprised by this and stated that I had not been in an accident and asked her what she was talking about.

I immediately went outside with her to see what she was referring to. She pointed to a small plastic headlight cover and stated that it was "scratched". I bent down to look closer and told her it was dirt and wiped it off with my finger. She then pointed to a small plastic prong, pushed the cover back and said, well this is also broken. Keep in mind there was no damage to the bumper at all as well as no scratches or scrapes. Upon looking closer you could see the plastic prong was cracked. I told her that it was clear that I wasn't in an accident and didn't feel as though I should have to pay for a car that is cheaply made. That it was clear that the car was not in an accident.

She agreed with me at that point, but stated it was policy and that she still had to fill out the claim paperwork. She also stated that she is required to collect my $500 deductible on the spot, but stated she agreed that it was probably a manufacturer defect with the car since there were no signs of impact, no scratches or dents. She also stated that she thought the damage would be less that $50. She stated if there was a problem, someone from damage recovery would be contacting me within a few days.

I left and hear nothing from them until 8 Dec. 2014...2 months later. It was a voicemail from an "unknown" number. The person left a message and her number. Immediately called her back with no answer. This was the start of the phone tags. When I was finally able to speak to the person she explained to me she was from damage recovery and that I owed $483 for the damage. I was blown away. I immediately told her that I was going to dispute this. She stated that was fine and that she would forward the claim to the dispute center and that they would be contacting me in a couple of days. To date...I have yet to hear from anyone in the dispute center.

I immediately called USAA and opened a claim as well. The agent assisting me also attempted numerous times to reach out the individual that contacted me as she was assigned to my claim. He played phone tag as well and let me know he was having a very hard time getting a hold of her as well but had left numerous messages for her letting her know of my plans to dispute and requested a call back. In the meantime, I can't even believe this is happening, considering what the manager had told me. She didn't even have me sign the accident report she filled out. She simply gave me a copy.

Finally, I receive a letter in the mail on Friday, 16 Jan, 2015 (see attached). It basically states I have 10 days to remit payment or it will go to collections. Keep in mind the invoice attached doesn't even give a descriptions of the repairs/estimate, etc. - it simply states "damages". I forwarded this letter to USAA as well. At this point I was also informed that all the fees listed on the invoice should be waived as USAA has a contract with Enterprise that covers this. I was advised not to make any payment until USAA had a chance to contact Enterprise to request an accurate invoice.

During all of this, something told me to do some research as I had a feeling this seemed like some kind of scam. I was blown away at the amount of complaints that are out there that are very similar to my situation. Many...much worse than mine. I was also surprised to read that it is a red flag that many of the amounts owed come back very close to the $500 deductible, mine was $555.06. This morning I was able to speak to my Insurance agent who transferred me to Enterprise so that I could speak to someone. I explained the entire situation to her. She stated that as long as we were in contact with the individual that is assigned the claim, I should have never received the letter. She also explained that I should have received an itemized invoice of the repairs as well as pictures. She also offered to e-mail them to me. This lady was very pleasant...not at all like the person assigned to work the claim. She also confirmed that all the fees should be waived as well. She also confirmed that the letter I received in the mail was the only one that was mailed out and stated that the documents were uploaded to the HUB at USAA on 16 Jan., 2014.

After getting off the phone I did receive the documents which were itemized but they were sent from the original lady that was assigned the claim to begin with. I immediately called to speak with my Insurance agent, he stated that they had not yet received the documents but got the ones I forwarded that were sent to me this morning. He advised me to hold off paying the amount until they have a chance to review the documents and that he would get back with me.

This entire situation is frustrating to say the least. What I can say is that I will NEVER use Enterprise, Alamo, or National again...so them stating that in the letter is a joke! Who would want to use their company after this? I am a 24 year Veteran and still work for the federal government and know LOTS of people. I will make sure that everyone I know is aware of what happened to me and how Enterprise operates and runs their business. Clearly from all of the complaints I have found on the internet, I am not alone.

He then called back about 5 minutes later and said everyone looked and couldn't find it. I asked them to check again because it was 100% in there. They said that (within that 7-10 min since I left) the car had been taken back, process and cleaned. The work laptop was not found. I had them check another time. They came up with "nothing." I am 100% sure the laptop was in there in the back seat. While it was my fault initially, they should have turned it in. I ended up filing a police report and plan to take it further.

My hopes are that there were cameras somewhere. We got the name of the person that was cleaning the car, the front desk guy, and the manager's name to put on the police report. We called back today and asked if there were any cameras in the back. The answer was no. I fully do not trust the answers I was given during this ordeal. That laptop was taken out of my car and not returned to me.

It is very unlikely, in my opinion, that a car can be cleaned, checked, and processed within the 10 minutes I was away from the car. When I returned with the cop, the car had been moved and parked differently. I am highly ticked off and will not be doing anymore business with this company. There are already too many untrustworthy people in this world, you would think some people would have even a little bit more of a conscious. I have lost all documents from my laptop. It was backed up fully on a thumb drive which happened to be in my laptop bag that was stolen as well. I strongly discourage using this location if you can avoid it! Extremely upset.

I got back early from my trip and did return the vehicle Sunday night. I just called the East Syracuse office to verify what was charged to my debit card. The gentlemen answering the phone said I was charged $78.76. I told him the salesman that waited on me said it would only be $52.00 and he said "all of our salesmen are trained the same". No matter what I said to him he would reply "all of our salesmen are trained the same". I asked him what that had to do with anything, his salesman stated it would be $52.00 if I returned it Sunday night and that price should be honored. He told me to look at the bottom of the contract where $78.76 was printed on the form. I then told him to look in the right hand column, where $23.03/day was printed on the form. He said "well you either get the weekend special rate or the daily rate. I again said that his salesman told me what the price was when I asked, so obviously he was charging me the daily rate. He told me not to raise my voice and hung up on me!!!

I tried to call customer service, but it routes the call to the East Syracuse office which is not where I want to go again. And I tried customer service on the Enterprise website, but it will not let me go any further until I fill in the office where I rented the vehicle - - - which again, I am assuming that is where my complaint will go, and I want someone above that office.

On Friday January 2, 2015 we receive a call from Tracy at MC&C. She said the part was not in and our car should be ready by Friday January 9, 2015. So we decide to go and trade the small SUV in for a full-size car because we didn't want to pay the difference again. We call Enterprise and they say they should have a full-size car in by 3:30 or 4. We arrive at Enterprise and once again, they do not have a full-size car. They give us a standard car (Buick Verano). After getting in this car, we see this car is far smaller than what we need. We go home. (Looks like Enterprise is getting money from insurance companies… and not satisfying the customer.)

Saturday afternoon, I call Enterprise to find out that they close at 12 noon. So Monday January 5, 2015, I call Enterprise again to ask for a full-size car. I speak to a girl, and she informs me that they should have what we need and to come in around 3:30 or 4. I even insist on going to another Enterprise in Montgomery, but she says no, we should have a full-size by that time she gave me. After I get off work I call my adjuster to see if I should have paid for the upgrade or not. He says that they do pay for upgrades but they will reimburse me the difference. (I guess if I had known to call the adjuster before, I would have known they will pay if Enterprise didn’t have what we needed, but I have never been through this before so how the HECK should I know that.)

When my husband and I arrive at Enterprise, I ask Adrian “Why you didn't tell us the insurance company will pay for upgrades,” and he stated “We are not allowed to tell you that information.” (You couldn't even tell me to give him a call)… REALLY!! I was already frustrated when I arrived. I was furious at that point. I think someone needs to teach a class to the Enterprise employees on good customer service.

FYI… I WORK FOR AN INSURANCE COMPANY AND I KNOW GOOD CUSTOMER SERVICE!!!! So I ask Adrian, “Well can you call another Enterprise store to see if they have a full-size car,” and he does and then tells me I would have to drive over to Montgomery to get it myself. “Are you serious? I don't have gas money to be going back and forward picking up cars for your company. I have to refuel these cars myself… Remember? I did not go to Montgomery to pick up that car.”

On January 9th, after finding out my car is still not fixed, my husband calls Enterprise AGAIN to see if they have any full size cars because we can accommodate 3 children in a Buick Verano another day. He speaks with James and this is after 5PM. James says he has some cars including a Silverado truck. My husband says “I am on the way.” When we get there around 5:30, James tells us the truck has been reserved. My husband and I are FURIOUS again. I then go into a rage over the customer service we have been receiving from them. And we leave the store. I get my sister to call and reserve a car around 5:55pm, right before they close and they insure her that they will have a full size car Saturday morning for her at 10:30.

After we get up there Saturday morning, once again they do not have what we need and the Silverado truck is still on the lot. I ask James why the Silverado truck is still on the lot and he says someone came in Friday at 4:45 and paid for the truck and got the keys… But James did not tell us that on Friday. He was obviously LYING. James said that we are unable to please and we have a luxury car so why are we still complaining. I did not want LUXURY. I wanted space.

After going back and forth with him because he and I was highly aggravated he refused to give us any car and threatened to take the car we had and close out the account. So we left in the Buick Verano. The Silverado was still on the lot the whole weekend because I rode by and checked. On Monday after speaking with Adrian, he says sometimes corporate can pay for vehicles and won't pick them up until days later… And that is why the truck has not been moved… I think it’s a bunch of crap and lies!!!! We traded out the Buick Verano and got a Nissan Rogue. After everything is done… I WILL NEVER DEAL with Prattville Enterprise again and will tell any and every one my story.

I ran across the street and came back to the office at exactly 3:06pm and I walked into the office and asked the lady if I could secure the rental car. She told me that the office was closed and she could not help me. I informed her that I had no means of transportation and I was stranded as well as my cell phone was completely dead. I asked her if the driver which had picked me up could drive me back and she told me "We are not in the business of shuttle people around for personal business". I was shocked. I begged her to please either rent me a car or have a driver take me back home, she literally closed the office doors in front of me, walked to her car and drove away, leaving me standing there. I did not have a cell phone or means of any type of communication or funds for phone or taxi.

I was literally forced to walk 4.5 miles home in a 16 degree cold weather and finally arrived home at around 6pm that night. I have never been so disrespected or discriminated against in my entire life. I am a disabled veteran and had to walk 4.5 miles in freezing weather, I find this completely wrong. I cannot believe that human being like this are allowed to work in the customer service field. I called Enterprise Rental twice on two different days and it has now been one full week and no one has contacted me about this issue. I wish that Enterprise Rental would call me about this issue.

Original Review: Jan. 9, 2015

Generally, I have been treated well at Enterprise Auto Rental. Until October 2014 I'd had very few negative experiences with them. In October of 2014 I rented a vehicle in Santa Cruz, Ca. When I arrived at the rental office they didn't have a vehicle available. After about a half hour they determined they had a vehicle in Watsonville available. Two or three employees shuttled me to Watsonville in a van. When I picked up the vehicle the employee who did the walk thru (not a regular employee at that site) gave me the form to initial that no damage was apparent and apologized that the vehicle had not been washed prior to my taking it.

When I returned the vehicle to Santa Cruz the attendant noticed an "abrasion" on a piece of plastic on the rear bumper. This was like a piece added on that would protect the bumper. She noted that it would need to be buffed out. I was a bit surprised. I didn't think that I had anything to do with the mark being there. I explained that when I took the vehicle I was late for my appointment due to being bused to Watsonville and that the vehicle had not been washed (possibly due to water shortage in Ca.?) I should have inspected the vehicle more thoroughly.

At the time I checked out an additional $100 was added to my rental fee to cover my insurance deductible. In November I received a notice of claim for an additional $273.70 for damage to the bumper. Then in December I received another bill, same claim number, but this is now for $2,020.80. I thought possibly they ran a bunch of statements and the amount belonged to someone else. When I called Cynthia the claims person she stated "additional damages were found." When I stated that I had the original bill w/ a copy of the repairs coming to the total on the 1st invoice of $273.70 she stated "that one was wrong & the higher one was right." The whole thing seems a bit fishy to me.

Original Review: Jan. 9, 2015

I have rented many times with Enterprise and have had no problems before. On 12/22/14, I rented a car from Enterprise in central Louisiana. An employee walked around the car with me with the rental agreement in his hand and checked the 'NO DAMAGE' box. I pointed out some scratches on the trunk and staining on the seats inside. The employee told me that those are too minor to note on the agreement. I have been told this multiple times by Enterprise employees previously, as well as, that they don't count anything smaller than the size of a quarter. I trusted him and initialed the rental agreement.

I drove the car from Louisiana to southwest Missouri where the car was parked until my husband and I brought the car back on 12/30/14. Actually, we dropped the car off at the Enterprise location in Alexandria after hours on 12/29/14 and left the keys in their drop box. We did this because we were not able to be there at 7:30 am on 12/30/14 to get the car there on time.

On 12/30/14, a representative from Enterprise named Ashley called me to follow up. She confirmed that I had the car for eight days, and I responded with a 'yes'. She asked if I took Enterprise's optional damage coverage, and I responded with a 'no'. She then asked me if we encountered any bad weather on the trip. I told her that there was a small amount of sleet and freezing rain but that it wasn't bad. She told me that she forgot to make a copy of my insurance card at the beginning of the rental, and I agreed that no one had asked to see my insurance card. She asked for the name of my insurance company, my policy number, and how much my deductible was. I gave her the information she asked for. That was all the conversation consisted of.

On 01/08/15 I decided to look at my credit card account online as I occasionally do to make sure everything looked okay. The last charge from Enterprise was $696.35 on 12/30/14. I was expecting it to be around $200 for the rental. I proceeded to call the Enterprise office and ask what the extra $500 was for. A representative explained to me that the $500 was a deductible for repairs due to hail damage sustained to the car's roof while in my possession and that a claim for the damages would be filed with my car insurance. I explained that we encountered no hail while the car was in my possession and that we returned the car in the same condition as when we rented it. He told me that I signed the rental agreement stating that there was no damage to the vehicle when I rented it and that there was a change to the condition of the vehicle while I had it. Therefore, I was responsible for the damage regardless of whether I encountered a hail storm or not. I also asked him why I was not informed of the damage nor the $500 charge to my credit card; why I had to find out for myself. He stated that he didn't know anything about it except what was in the notes on my account. I told him I was consulting my husband.

We drove to the Enterprise location to try to get this straightened out but the representative said it is out of his hands and that I am responsible. He did tell us we could go look at the car where it was being repaired. It was at a paintless dent repair shop, and it had already been repaired. There were 31 circles drawn on the roof of the car where the alleged dents had been. None of the scratches that I noted before had been repaired, and the seats were still stained. The repair man told us that the dents were very hard to see and that he had to look at the roof in special light to see them. He told us that the dents were definitely caused by hail and that it had to be from golf ball sized hail.

A man was there from the auto shop that this Enterprise usually uses to work on their cars. He had a receipt in his hand from this paintless dent repair shop for the work done on this car that was for $300. My husband asked if there were any pictures of the alleged damage before it had been fixed. This man told us to follow him to his shop where we could view the pictures he had taken. He showed us the pictures on a computer. There was a picture of the roof without any special light. There were no dents visible. Another picture was of the roof with the special light he had shining on the roof. This light has lines that make a shadow. You can see the shadow lines bend and that is where the tiny dent is. In other words, these dents are not visible to the naked eye and they require a tool used by car repair specialists to be seen.

The man told us his final bill to Enterprise would be approximately $500. My husband asked for a copy of those pictures since we did not get a chance to take any for ourselves before the car was sent for repair. He said that he could not provide the pictures to us and that we would have to get them from Enterprise. The man told us that he was not even supposed to be showing us the pictures or talking to us about the car. We called the Enterprise office and asked that a copy of the pictures be sent to us. Ashley told us that they didn't have to send them to us, but that they would send them to my insurance company and we could get a copy from them.

I called my credit card company to tell them about the extra $500 charge to my credit card that I did not authorize. I told him what was going on with the car rental company. He told me that they billed me incorrectly by putting the charge for the rental ($196) together with the deductible charge ($500). He said they are not supposed to do that. He suspected fraud and is opening a case.

We were shocked at his carelessness! So we drove it yesterday 55 miles to his office. Took me over 3 hours with wife behind me with hazard lights on. He charged us full price and I didn't say anything else to him and paid and departed. He also took our receipt and we never got a copy.

The rental days went without any incident. I went to return the car and turn in the keys and the manager went out to look over the vehicle. When he came back in, he said he located a dent in the roof at the driver side passenger door area. Both my colleague and I went out to look at the roof. Even when Mr. ** put a highlighter around the area, we could see no dent. He insisted the dent (about 6" in diameter) was there and it was only because he was trained to see these "dents". He said to the untrained eye, we could probably not see the dent. He said I would be liable for the damage to the roof of the Tahoe. I immediately asked to dispute the claim.

A few months later, I heard back from Mr. ** saying the dispute claim found I was still liable for the damages. I received a bill in the mail for over $4000 from Enterprise stating the whole roof was damaged by hail. They wanted me to remit the amount or turn over to my insurance. I called the dispute claim center and they acted like they had never heard of me and opened up a dispute claim for me. It took several weeks to hear back. However, they only took information from Mr. ** again and said I still owed the damages. I am unsatisfied with this service and false claim and would like help in getting it resolved.

Then the manager came and said there is nothing he can do. But I said what about the card on my profile and there is no way for me to get my credit card because I have already misplaced it. The manager name was Rob ** told me I can call my bank if I want the fund to be released but I told him that bank will never release the fund till after some days and I don't mind them charging my credit card and still holding the fund on my debit card because I will need the fund to book another rental if he is not going with all the options I gave him. And I need to leave town the next day morning.

Later he said he wanted to make a call and he went inside for like 5mins then he came back and said he tried to call but he can't rent me the car neither can he return the funds back into my account same day but he said he will give me his boss card (Chris **) for me to call on Monday. Then I said if i can't receive help today there is no point for me contacting his (Rob's) boss. I asked him if he can call his boss (Chris) now for me to talk with him but he said no. Then he said I have to leave now because I am disrupting their business. I asked him if I was yelling at him. Rob said No. Then I asked is if because we are having civil conversation is disruption and he said yes, that he is going to call the security. Then I told him that is an insult on my integrity. Then he rephrased his words by saying can I please leave now, that I am disrupting. It is very funny because neither did I raise my voice higher than him nor did I show I was upset. I asked him the definition of disrupting and he could not come up with one.

This person should never have been made a manager at all because he lacks good customer relation. Managers try to bend to see what they can do to make a customer happy and at least the customer should know he tried his best not standing your ground and always saying you are sorry but continue to insulting the customer.

I had the truck for 4 days while my car was being repaired. As told by Enterprise, I returned it to the dealership body shop, dropped the keys off with the receptionist and drove away with my car. Days later, I received a voice message that Enterprise was claiming I damaged their truck and that I was responsible for the repairs. I had a feeling that it wasn't the first time they had done this to a customer, so I researched them online and am now realizing, that this is something that they do to their customers on a regular basis. I am a stay home mom, I drove the truck to my home, picked my son up from school and drove to the grocery store, I did NOT damage their truck! I have since notified my insurance company and they are doing an investigation. I will not rest until Enterprise is put on notice and cannot understand how they are still in business.

Yesterday I called that Enterprise location and spoke with that same ** (LNU) who said that ** was unavailable, but that he would take a message down for me and call me back. Well, needless to say, ** never called me back. So today I called again and, once again, ** answered the phone and put me on hold for about 7 minutes while he went to go see if ** was available; however, right before it reached 7 minutes, ** disconnected the call. Immediately I called back and this time ** answered. I asked ** what he had found out from their accounting department and ** told me that they could only account for $200 and that, "per their system", I still owed $177.10. I told ** that I had provided him with December's bank statement showing all of the debits and showing Enterprise Rent-A-Car as the creditor and would gladly do a three-way call with Chase bank to confirm that they were paid and, in fact, overpaid. **, however, replied stating that there's no refund that they could provide giving that "I still owed them."

I have never experienced such incompetency in my life and am so frustrated at this point. Needless to say, I have had to resort to filing consumer complaints both with the CFPB and the Ohio Attorney General just so that Enterprise can do what is right: apply the funds that I have paid them to my balance and refund me the $190. Might I add that I spoke with a young lady that worked at Enterprise corporate who said that "unfortunately, [she] could not do anything to assist" but that she would "send an e-mail" to have a manager call me back, which NEVER happened....not much to my surprise at all!

Original Review: Dec. 30, 2014

On Dec 27th we traveled from Harrisburg, PA to Saint Petersburg, FL. I had made a car reservation with Enterprise back in July. I had confirmed the reservation on Dec. 26th. When we arrived at St. Petersburg we were told there was a computer glitch and no cars were available. I was also told they would call me on Dec 28th with a time that I could get my car. Well it is Dec 30 and I am still waiting. I even emailed Richard **, the head guy taking care of the situation. So maybe it was a mistake with the computer glitch but now what about the call back? I have cars rented at Enterprise for two later trips but when we return to PA I will be forced to look at other companies.

When I called Enterprise, they wanted me to return to a store farther away. On my way back to the original store, I stopped at an inspection station and was told the drivers side front tire would not pass their inspection. When I finally got a new car, they upgraded me to a full size, but did not walk around the car with me. It's snowing heavily. It was a four-door Chevy Malibu with the molding between the two drivers side doors bent out. As I was more concerned with the tires, I didn't notice the trim. The tires on this car were also poor, and even following the snowplow truck was hazardous. Trying to exit the car was difficult, as the trim piece would get hung up and make it stick. The first time I got off the car, to leave at a neighbor's house as it could not make it up the road, I had to exit out of the passenger side.

When I returned the car, they could not believe that there was no "walk around." The employee who got me the Malibu first lied, but when I pressed him, he admitted he did not do it. The manager accused me of damaging the car (for the Malibu, I had paid the extra for full coverage), and went to the extreme of reviewing the video footage before admitting, but not apologizing, that there was no "walk around." Two cars that had no business being on Maine roads in the winter.

When you call the HQs they mention that the call will be recorded for green belt training purposes. Well if you want root cause analysis, my recommendation is to actually use Six Sigma and implement the right processes. My recommendations have fallen on deaf ears and the corporation is not built on customer satisfaction as customers are clearly not satisfied. Sorry Enterprise, you've lost my business. Now all I am hoping to do is spare others the expense, but even more, the headache.

To my amazement, he started hurling accusations and stated that he was going to have one of his people drive me home right away. And that I was never to use that rental location again. I'm a 68-year-old grandmother of 5, well-educated and well-traveled. Both of my children graduated from Harvard and both have very successful careers. This behavior was so shocking to me that I was absolutely speechless until I realized it had become my job to calm him down and help him refocus on our mutual goal which was to rent me a car so I could get on my way, rather than indulge his sudden desire to punish me for what he perceived as my "bad behavior." I knew that if I didn't immediately grovel for his mercy, I had no hope of visiting family for Christmas. He appeared to be very pleased by this.

It was a truly appalling experience unlike any I had ever had. It didn't help that this man was very large with greasy hair, bad teeth, and menacing sneer. Has Enterprise been taken over by the Mafia? He looks like someone you'd expect to find in a maximum security prison. Not that I've ever been to one. Other customers were staring wide-eyed and indicated that they agreed that this was extraordinarily bad behavior on his part. They gave me a thumbs-up. One lady patted me on the shoulder in sympathy.

To make a long story short, there were many other incidents indicating an incredible lack of professionalism and training on the part of the staff, but the outcome was that I was so shocked and traumatized that I was unable to go anywhere at all and ended up staying home alone on Christmas. At this point, the rental became nothing more than a driveway ornament.

When I returned the car, they refused to give me a receipt for the $304 they charged to my credit card (total cost of rental: $91). They claimed it had been just a "reserve" of funds but when I went to the bank to inquire, the banker confirmed that the $304 had been charged and deducted from my account. When I immediately called the rental office, they couldn't explain why and the person said he was confused and that I would have to wait until Monday to talk to accounting. Today is Saturday. Last but least, of course there was the gas scam. Enterprise has always run the gas scam, so because I already know what to expect, I always ask that my car's tank be full when I pick it up. This time I had opportunity to confirm this 3 times. After all this unnecessary drama, I got in the car only to find that the tank was about 1/4 to 1/3 full, so not only would I be required to fill up before I left but I would have the added responsibility to somehow predict what my gas usage would be or resign myself to stopping several times to add a small amount of gas.

At this point, I was unwilling to give them even one tablespoon of free gas! Last but not least, in addition to the other offenses not mentioned here, this incident was so traumatic for me that it triggered a relapse of an auto-immune condition that I've been fighting for over 10 months. I am still sick.

Updated on 12/29/2014

Unbelievably, after filing my original complaint, the Area Manager of Enterprise, Brett ** called. In the most aggressive and angry manner possible he continued the onslaught lodged against me. I was so shocked when he interrupted my description of how the manager John, had behaved so badly that I had to stay home for Christmas and told me that he had had conversations with the other 2 employees in the branch all of whom had confirmed that I had behaved badly. They further said that John the manager had handled it with the utmost of professionalism. Clearly they're also afraid of John and need their jobs, so that makes perfect sense and convinces me that none of them have had any customer service training, including Brett, the area manager.

I'm still trying to track down the $302 taken from my bank account. I trained customer service for many years and nowhere in that training does it suggest that threats and intimidation will be successful. I am further amused that in his continued and energetic effort to make sure I was thoroughly punished, he said that I was being put on a list of people who could "never rent a car from Enterprise again". Since John, the manager had already made this threat, I wasn't really surprised. I guess they all feel safe in this kind of bullying, since it's the only rental agency in town. This threat, however, was not only insulting but fell on deaf ears, since I've been a good customer of Enterprise, but at this point, would rather WALK to Salt Lake City before using Enterprise again.

I will never go back to this company even if they gave me a full refund and fired Eddie **. Enterprise obviously does not care about their customers, the fact that they hire people like this in the first place is all the evidence I need. Don't be fooled by advertised specials and apparent low prices. Look at what kind of service you get. People like Eddie ** have no respect for the customers that pay their groceries. It only proves that Enterprise has no respect either. Some people say that it only takes one bad apple to spoil the batch and this is true. Who's choosing the apples? I will not go back.

I drove the Ford Focus from the Enterprise office to my house on 12/12/14, which is approximately 4 miles from the Enterprise office on Richmond Rd. I parked the Ford Focus in my garage and went to drive it the following day on a Saturday afternoon and it had a flat tire. I called the Enterprise office and got a recording that the office closed at 1:00pm. I called the 800 number for Enterprise and I was told they could send someone to change the tire and they would charge my credit card $49 for this service.

I was very upset. My first car wouldn't start, and the 2nd car reeked of cigarette smoke and I got a flat tire after I drove it a total of 4 miles and parked it in my garage over night. Then when I turned the car back in to Enterprise I paid my bill and got the receipt. I called State Farm Ins Co. and asked how to get reimbursed for the rental charges and the representative said Enterprise should have charged State Farm and not me directly. I am very disappointed with the whole process.

There are all kinds of rent a car places out there. Yes they may be more but they are nicer then this company and when they tell you they are only charging you one price that is what they do. Not like this company who said it will cost you this much and then when you return the car they charge you more. Stay away, trust me on this. Sad company who I hope lose customers and have to close their doors. Sad, truly sad.

When I scheduled my appointment, I was told to call an hour before my appointment to make sure someone is coming to get me - to me that seemed like a reminder which I should not HAVE to do, in my opinion. They should know their own pick-up schedule. Lastly, My pick-up time was for 8 and no one arrived to get me until 8:20 a.m! The young man who picked me up was very courteous and quick with my rental setup from that point on, but everything leading up to it was so disappointing and disorganized. I don't feel like any accountability was taken.

Personally I'm beginning to believe, the insurance thing is really a bait and switch sale, no one suggested that because my car was recalled. My own insurance might cover the rental insurance and until I saw the charge on my credit card I didn't realize that they were charging $40 a day, which is extremely high and as was explained I have 5 vehicles, 3 cars, one highly insured and 2 motorcycles and my insurance coverage for all those vehicles totals around $12 per day.

Please advise me who to contact at Enterprise corporation with this complaint. They do not appear to have a way to complain directly to the corporation and I got nowhere with the Springfield Pa manager who said they called and explained this (they did not) and left a message which they did not. I cannot easily but I can absorb this bill but as a former military wife, I can see where something like this can easily become a major financial problem and I think that someone needs to look at what exactly they are selling for the kind of money they are charging. Thank you for any help you can offer.

When we finally got our car it was an older, run down Ford economy car with stains and dirt throughout the interior, including loose crumbs, hair and dirt in and around the cup holders and console. We had reserved and paid the midsized sedan price ($48.00/day) to have a car that would be ok for my husband’s bad back. This was low to the ground and had poor seats that were very hard for him to get in and out of. Upon turning it on the dash warning lights came on stating "oil change due". Overall a very poor experience with Enterprise, one that will cause me to look for another local car rental business in case of future needs.

Literally, without a clue, I attempted to call my wife and as the phone dialed, I was reminded and truly thankful she and my 8 year old daughter were not in the car. I waited for my heart to go down to an acceptable pace, took a few deep breaths, and figured, "Well, if I can still see out the windshield and there is nothing wrong with the car..... Then... Why Not?" I folded up the bags up over the sun visors, started up the car and signaled back on to the freeway. I drove about 40 miles, with shaking hands and with two side airbags fully deployed straight to the Enterprise Car Lot. After seeing them every month for the last three years, I have become very familiar with the staff and I was actually looking forward to seeing their expressions as I pulled up.

I got a few double takes as I pulled into the CAR RETURN lane. I kicked myself out of the car and agents began to gather. We all agreed we had never seen anything like this before and the way the airbags had deployed, as well as the location of the deployment itself (just the driver and passenger side, not the side seat bags or steering wheel or front passenger bags) we came to the obvious conclusion that something had definitely gone awry.

They were all dumbfounded, looking over and under the car for some indication of impact, to no avail. None the wiser, bewildered but happy to be all in one piece, I reluctantly drove home with a new car. About three weeks later, I received an odd phone call with a unique mix of kindness and reprimand from the Enterprise claims department, stating that they were looking into the matter and if it was found to be my fault, I would suffer the consequences and with the recording light on, would I please state that I have not received any injuries. “Thank you. Goodbye.” Click.

6 months later, another call from the claims department, the same very stern and bully-ish woman barked rapidly, uninterested in a response, and said that the investigation was fruitless and since they had not found any reason or incident that may have caused the malfunction, it had to be my fault and may we have your insurance information now. “That will be 6500 dollars, Thank you.” Click.

I later received a hodge podge collection of documents from the Claims Department, along with the dealership’s "investigation" print outs and worksheet, and two xerox copies of two pictures of the side of the driver seat and a mangled and disassembled center divider piece. The fact that after a thorough 6 month investigation there were no pictures of the airbags and the center divider was fully intact when I returned the car bothered me but it didn't bother me enough to look past the bottom of the dealership worksheet. Cause of Deployment: UNKNOWN and the Area of Impact: NONE.

I called back the claims department to try and find some of that magic that I have with my local Enterprise Office. I mean after all, I had been renting there for three years and had given them 18 thousand dollars in magical business and with the recent onslaught of faulty airbag claims and national recall, surely my new friend at the Claims department would at least consider that this was a factory default situation. Needless to say, there was no Abra and most certainly no Cadabra upon my third encounter with the same ridiculously rude claims agent. In fact... and I'm quoting, "We don't care how long you have been a customer, give me your insurance information." There was one last disrespectful, bullying phone call from her and at this point it was getting comical. I calmly asked her if it would help if my attorney would take over communication from this point on and her final words to me were, “Go ahead and get a lawyer, you are still going to PAY!” No Goodbye. Just Click.

So after another threatening letter during the Thanksgiving Holiday, I received a letter from a collector and I just discovered tonight that the thousands of points that I have earned as an Enterprise Plus Rewards customer over the last three years of continuous renting, have now Magically disappeared. Well then, I guess the Enterprise Claims department believes in magic after all. This situation is unacceptable from every angle and on every level. The lack of customer loyalty and professionalism displayed here, is scary. Is this "Enterprise" too big to fail? Even if you are not interested in the outcome, I will still keep you posted. Until then, read your renters’ agreement very carefully my friends. You just might be signing your life away.

I left and came home and noticed the windshield had a Crack in it. I call and told them about it. The rep I talked to said, "If it is not in your way don't worry about it." So I did what he said. I brought the car back on Nov 22nd. The place had at least 5 to 6 people there. Only two people working. So when it was my turn one of the rep in front of everybody asked me if I smoked in the car. I told him no. He said another one of their employee saw me smoking in the car. Again asked me and again said no. Nothing like being embarrass. All I have to say for the way they run their company I saved a lot of money. Didn't have to buy tickets to the circus. I was already there. If it was not for my insurance company I would not have rented from them. And I will never ever.

It was pitch black outside. There was one dimly lit light outside their branch, and it made it difficult to visually inspect the vehicle. I tried to give the car the best inspection but anything that was much below eye level there was not much light. There were several scratches I made mention of to which ** responded, "anything dollar-bill sized or so is fine, and sometimes it's just road grime." But I did notice one on the rear that wasn't quite the size of the dollar, but was larger than a finger, so she wrote it down on the sheet but also said it was difficult to see and made sure to mention on the paperwork that it was "dark outside". I asked if I should get the flashlight on my phone, and she said that wouldn't be necessary.

I then signed the paperwork, got in the vehicle and immediately noticed that the 'maintenance required' indicator was activated. I hadn't ever driven a hybrid car before so wanted to be sure, and didn't want to be held responsible, so I went back into the office and **, the manager, tried to turn off the indicator. She was unable to do so, and told me that too was something I didn't need to worry about. They were both pleasant, but you could tell they were eager to close out and go home, and after beginning my day by getting rear-ended and with a six-month old at home, I was as well.

During the time I had the vehicle I drove it to and from work, and to visit a couple of family members. Besides driving to/from work, where I work at a college that has ample spacious parking and 24/7 security by uniformed officers, it was secured in my garage or in private driveways. I am such a cleanliness and safety stickler that I vacuumed the inside of the vehicle and washed the interior windows, as they were filthy with fingerprints and film when I picked the car up. On two of the days I had the vehicle (Thursday and Friday), I did not even drive it.

The collision work on my car was completed Monday 12/1, so I headed to the Ford dealership in Waterford, MI after work. I arrived to the dealership around 5:30 PM. They are 1/2 mile from an Enterprise location and, upon asking about returning my car to that location and walking to their dealership, the assistant manager at Suburban Ford, **, said they could call the Enterprise and have someone get my vehicle and that this is common procedure for their customers, they do this 15-20 times weekly. While I was standing in the collision center, he phoned the Waterford location and I even had him inquire with that location whether I needed to go over with the car or after I had my car to fill out any paperwork and was told that was not necessary. I then come to find out Enterprise elected to leave the car at the dealership overnight and did not pick it up until the next day.

Wednesday afternoon (12/3) I receive a call from the manager at the Northville location stating that there is damage to the vehicle (later revealed, on asking, to be a "dent larger than dollar bill somewhere on the driver’s door and a "chip" in the foglight with a small piece missing from it) that they believe I am responsible for. During the time I had the vehicle (approx. 5:45 on 11/24 to 5:30 on 12/1) the condition of it did not change. The lady that checked me in didn't want to do a proper walk-through of the vehicle, and wrote "dark outside" on the contract, and the other location decided to leave the car in an unlocked parking lot overnight.

When the car was in my possession, it was either in my locked garage overnight or at my work, a local college policed 24/7 by uniformed police officers. This was either pre-existing damage or damage that happened after the vehicle was in my possession (as mentioned, after 5:30 on 12/1). Furthermore, with the fact that the car needed to be washed and hadn't been vacuumed out when I checked it out, it sounds as if it had been returned to the Northville location very shortly before I arrived on Monday, 11/24. It is completely possible that damage to the vehicle from the previous renter went unnoticed because the employees declined to investigate due to it being dark outside.

When I asked **, the manager who contacted me from Northville regarding the damage as to A) why nobody picked the car up until the next day and B) why, when according to them they noticed the damage Tuesday did they wait until the next day to contact me, she just said that they couldn't pick the car up that night because "it was too close to closing time." And that is not my problem as the customer. I informed ** of all of these details, and she stated that "it will be taken into consideration and we'll go from there."

I have contacted Enterprise at the corporate level and also copied Christopher Elliot who is a national travel advocacy/consumer protection writer (interesting to note that it appears he has dealt with Enterprise on similar fraudulent claims before). Buyer Beware!!! If this cannot be resolved amicably (and truthfully on their part) I will never rent from Enterprise again in my life. That I can promise you.

I called Enterprise within 20 minutes after leaving, asked if I should come back. I was told not to worry. I had the rental for 9 days. Warning lights were on the full time, never went out. Is this the norm for Enterprise Rent-a-car ? If so, it is poor customer service. It is also rather risky to put customers in cars as such. No warning lights should be on at all when the customer leaves. There was no way the car was checked, it certainly was not warmed up, or icy windows scraped before giving to a customer. It was a bad experience. If need be, I have pictures of the iced over front and rear windows, picture of the dash showing it was 14 degrees outside that morning, and pictures of the warning lights that remained on the entire 9 days.

On Tuesday morning I called the repair shop and talked with the shop manager, I told him that they say said payment has not been made in 6 days and I was responsible because the insurance company and the repair company are refusing to pay for the car, he instructed me to keep the car and I was OK. He had no clue of what they were talking about because they (shop) had already sent them the list with my name saying I was still in a rental car and the estimated time my car would be ready was that Thursday (2 days later). So I kept the car and on Wednesday at 8:15 I called the insurance company to let them know that I have And I am being harassed by Enterprise because they say they had not receive a payment in 6 days and I'm responsible. She went then went into the computer how they communicate with them and said I was OK. I hung up with her and I called Enterprise at 8:20. They put the office manager on the phone (Sam) and he was very rude and disrespectful. He told me that I need to remit payment or he was going to report the car stolen in the next ten minutes as stolen and that it was a felon.

I informed him, "Sir it is being taken care of. I don't have my car back and I have talked to the insurance and they said that the car would be OK for me to drive until to tomorrow." He then went on to say I was lying and that he needed to know where he could pick the car up from in the next 20 minutes. I told him the Insurance Co. put in the computer that it was OK for me to keep the car and it would be paid for. He said it was there, He was on the screen now. I ask him to call the insurance company to verify what I was telling him was correct. He said "that was not his job" he was calling anyone but the police when we hung up the phone. I ask if he could give me 10 minutes to call him back. He said, "It's 8:49 now. I will give you until 9:15 to call or have the car here. If not I will be calling the police." I called the the insurance company back in tears because he did not have to be so rude and disrespectful to me. She put me in hold for about 20 minutes to resolve this. As I was on hold "Sam" from Enterprise called back. And said that he seen in the computer that it would be taken care of and he hung up the phone. He did not say it was a misunderstanding or miscommunication. He did not apologize or anything.

As a result I had to miss a day of work because he was so rude and unprofessional. I got in my car after I talk to him and went to the repair shop and sat there until my car was done. I left their car in the parking lot at the repair shop. I informed the repair shop of all that was going on and they too were upset and was filing a complaint because their goal was customer service 100 percent guarantee. I left 45 minutes later with my vehicle undone, I have to take it back at a later time to be finished! I called on That Wednesday at 12:30 and reported a complaint by phone. It has been a week and 3 days later and NO ONE at all have reached out or try to solve the issue. I will never ever rent a car from Enterprise again. Customer service is very poor and the people are rude and disrespectful.

9 days later we arrived in NYC - however our GPS stopped working due to the train line above the road and couldn't find the drop off location. We had seen an Enterprise office on our drive and found what we thought was the correct location so we pulled in. The reps told us this was the wrong spot, but they were very friendly and had no problem with us leaving the car there. They ordered a taxi for us, helped us with our luggage. It was brilliant. The car provided caused no issues and Our experience with Enterprise (Alamo) was excellent. Maybe just our experience, but I would definitely use them again.

Original Review: Nov. 24, 2014

Enterprise Rent a Car is blatantly engaged in bait and switch behavior. No one should trust this company. On Saturday November 21st, 2014, I made an online reservation with Enterprise to get a rental car to be picked up November 23rd and run through November 30th, 2014. The cost with tax was $235.80. On the morning of November 23rd the Enterprise office called to tell me that although they had my reservation they did not have any cars at their location and there was a waiting list where I was unlikely to get a car for several days. The employee could not tell me if there were any cars available at any other nearby locations.

So I called the national Enterprise booking number. Again, they could see my reservation with the agreed upon price. After an hour and a half of talking with various reservations staff who could not help I was finally connected with a Customer Service Manager named Lillian. I was told I could get the same style car I had reserved at an Enterprise location 5 blocks from the original location for a cost of $325.09 for a week’s rental. I reminded the Customer Service Manager that Enterprise had agreed to reserve a car for me which they did not do.

I reminded the Customer Service Manager that the cost of the weeklong reservation they had agreed to was $235.80. And now that Enterprise had made the mistake of not actually keeping enough cars on hand they were asking me to pay close to a 30% increase in cost by going to another location 5 blocks away. The Customer Service Manager answered “Yes, that’s what I can do for you.” I asked her to honor the originally agreed upon price and she said she couldn’t. I did not rent the car from them. This company clearly overbooks their reservations and then pulls a bait and switch charging more to people who clearly need a rental car immediately. At minimum this is dishonest, at worst it is illegal.

Now to avoid paying the additional surcharge I turned the car into my local Enterprise branch in Dunkirk. I have to ask someone to drive me to Buffalo to pick up my car since I disagreed with the surcharge policy so I did not keep the vehicle, which did not handle that well in the snow anyhow. I'm also waiting for a call back from customer service because I was told the vehicle needed to be returned by noon the following day, but I would not be penalized if due to weather I could not get it there. There was a driving ban in effect, so I called and told them the car was unable to be returned that day and they said no problem, I would not be penalized. I returned it the next day when they opened and they charged me for 3 days instead of one which I am disputing.

The agent was wet so we got into the car, which I must say was dirty and smelled like smoke. I was told to "sign the paperwork and I could be on my way." About 2 weeks later, I had to drop the van off at a different location because I needed a ride to the dealer where I was buying my new car. When I entered the office I went up to the desk and a young man was there to help me. No hello, not friendly at all. I explained I was returning a car and would need a ride to a car dealer that was less than 5 miles away. He asked for the keys, told me he would be right back and was going outside to check the car over. He came to the door, called me outside with a bad attitude and told me he had to make a claim to my insurance company. I said "for what?" He pointed to a little indention about the size of a dime down on the floorboard under the door. We both had to get down on our knees to see it. I said "you are kidding right?"

I tried to explain to him nicely about the condition of the way I was given the car. He told me that was my problem. I said "what is with you people?" because my sister had the same problem with this location a few months earlier. He lashed out at me, pointing into my face and told me never to refer to him as "you people, I am the manager." I was referring to Enterprise. He said "I am the manager and I putting the claim into your insurance company." We got back into the office, he went behind the counter and completely ignored me. I said "can I have a receipt for returning the car?" I was told to go to the other location for it! I asked for the key back so I could take it back where I rented it, he and the other employees just ignored me. Then I was told to walk or take a taxi. I got very upset and started crying. So I called the police.

When the police arrived, he went over with the manager to look at the damage, it was 3:30 in the afternoon very sunny and the policeman had to get down on his knees with a flashlight to find the indention. He came over to me and said "you better call your insurance company and get them down here to get a picture of this." I have received 4 letters and 3 phone calls from Enterprise telling me they are holding me responsible for this damage. This is a scam. I was told by an insurance company that they put in for these claims, never fix them and keep passing them on. I will never use Enterprise again. Not this location anyway ever again.

When I called and told them I think it doesn't run right they said, "bring it back and we'll switch it out." Lo and behold they told me there's a dent in the passenger side back. There is no way in hell that I did that and it was either there or he did it when he took the car to clean the windshield the day before. They want me to file a claim. I am not going to pay a cent and will never rent from enterprise, also two others told me the same enterprise trying to say they did damage. So if you live in Pa Glenside do not rent from Enterprise on Easton Rd.

On the day that I returned the car, I was on a limited access highway, and suddenly a warning light appeared indicating a tire pressure problem with the front left tire. I managed to get to a parking lot and change the tire, which was actually the left REAR tire. Expecting a nail problem, I took the tire to a nearby garage. To my surprise, the mechanic said the rim was bent and he wouldn't remount the tire on it. I was stunned as I had hit nothing. The dent was on the inside of the rim and thus would have been impossible to detect during the initial inspection without putting the car on a lift.

I returned the car to the Enterprise store immediately with the mounted tire and explained the situation. The explanation I received concerning the warning light was that someone had changed the tire but that the sensor had not been reset. I was told that I would be contacted by corporate. This began a 3 month ordeal that will seem all too familiar to other contributors to this site.

My next contact was the local rental agent who informed me that my case decided against me by the company, and I received a notice that I was being charged $484.71 for damages, $50 for administrative fees, and $5.10 for loss of use: a total of $539.81 for a bent rim. Since my credit card had been reissued as a result of the Home Depot hacking scandal, they were unable to charge the card on file. That is when I began to get contact from the company.

The first call was from a woman whose connection was poor because of my cell phone I guess. The message was poor, and I was unable to discern the contact number. I received a letter from a "recovery specialist" to whom I emailed a letter explaining my need to talk with someone who could at least listen to my side. I haven't yet received a response 2 weeks later. I received a call from a gentleman last week and have left 2 messages on his voice mail, which indicated he would return my call within 24 hours. 5 days later, I am still waiting. Now I have a letter indicating that I have 10 days to make payment or my case will be turned over to a collection agency or an independent attorney.

My stand is that a previous renter dented the rim for which I am being held responsible. They had it temporarily fixed in order to avoid responsibility and returned the car. I was the unfortunate customer to whom the seal let go. I guess I should be happy that the tire had been moved to the back as I might have had a life threatening accident. I know that I did no damage to this car and am disappointed with Enterprise's failure to at least give me the satisfaction to explain my situation to someone other than local agent or a recovery specialist. This seems a poor way to conduct a service industry business, but had I read reviews earlier, I might have been forewarned.

From the get go, it was terrible. The day I picked up the car, I had an appointment at 4:00 p.m. to pick up a vehicle, a full size car, and on the way I called to confirm and they said they had a vehicle available. So when I arrived I spoke with the lady at the counter and she helped me, but said they did not have a full size available, so they tried to put me in a mid-size, but I'm very tall, and I have children, so that wouldn't work. They said that I would have to wait for a full size car, so I did, and it did not arrive until a little before 6:00 p.m. It was a black Camry that was filthy from the previous rental. They said that all of the guys that worked in the back had left for the night and would not be able to wash it, but the manager did clean the trash out and tidy it up a bit.

They told me I could bring it back Saturday for a wash and I agreed. So we did the walk around and noted the damage that was already on the vehicle, like we had done thousands of times before. I signed, received my copy of the rental agreement, got the keys and was on my way. I only put 39 miles on the car and was able to drop it off at the repair shop that fixed my truck, as they were a drop off location for Enterprise. So I thought that was the end of the saga, but it was only the beginning.

Several days later, I received a call from the same girl at the local office telling me that they had received a voicemail that I had returned the car damaged, and they needed to get a statement from me. I called back the next day and spoke with the branch manager and he knows who I am and assured me that there was no damage that he knew of, and maybe she called the wrong person. So again, I thought we were done. Wrong again. A few days later, I received another voicemail from a person with Enterprise who handles their damage claims, and again she was wanting a statement. I called back, no one answered, and I left a voicemail. I never received another call back.

In the mail, I received a statement saying that my most recent rental was under an investigation into the damages that it was returned with and they would need a statement. My wife was finally able to contact the agent, and gave a statement, noting the damage that was recorded. We still had not been told what was damaged, and when she asked, they said that we would get a letter detailing the damage after the investigation. So I'm thinking, they are going to pull up the copy of the rental agreement noting the damage and find that it was there before I rented. I was wrong, as we received a letter asking for $1200+ for damages that their investigation found that I caused.

So I was very puzzled, and contacted my insurance agent to file a claim to get them paid. My insurance agent told at they would also investigate on my behalf. I received a call not even 3 hours later from my agent telling me that the first thing she did was ask for a copy of the rental agreement, and all of the damage that they were trying to blame me for was listed on it, as we found it during the walk around. She said that the claim against me would be dropped, but I have yet to hear from Enterprise stating this, or to even offer an apology. I rented from them, and put up with terrible service in the name of trying to be loyal. I would spend thousands with them every year for business travel. Never again. They have lost me as a customer, and I have passed the word along to my 500+ co-workers.

The agent said that the car had been inspected with a pen light by the West Springfield agent and no undercarriage damage was noted, so I was responsible. I replied that I witnessed the inspection and at no time did I see the West Springfield agent use a pen light and assess the undercarriage. I was told that the car would be repaired and I would receive a bill. Enterprise put $200.00 hold on my bank account, which I subsequently lost. In addition, I am now being charged an additional $450.00 dollars for repair to an opening in the undercarriage less than an inch in length. Absolutely heinous. I hope someone can offer advice.

So, I talk to a girl there. She doesn't have a clue what to do. Shaking, nervous, doesn't look me in the eye etc. I'm doing my best to be kind to her and repeatedly told her, "I'm not mad at you, I'm mad at Austin for not doing anything." She said, "Oh, I understand, I know" but she really could care less. So I tell her what Austin "set up" for me and she said, "I'm sorry, I don't have a four door available." I said, "You have to, I have to have one specifically for my work on Monday. Can you get one from the airport like Austin said he was going to do?" She said "no." I said, "Well, I guess I can take an upgrade vehicle and give you time to get one on Monday and we can switch Monday night." She says "okay." Puts it all in the computer, and says it's "$30.00 extra for an upgraded vehicle." I said "Well, that shouldn't be my responsibility to pay that. YOU are the ones that dropped the ball. What car rental place doesn't have a four door to rent when they promised you one three days ago?" She says "ya, you're right" and does nothing about it. I said, "just forget it, I'll pay it till monday night." So she puts it through.

Then she asks me for proof of liability and I asked her "Why does she need that because they asked no one else for proof?" She says they need it... So I show her my proof of liability. She says, "I'm sorry, you're not covered enough for a vehicle" and begins to quote me all the more that it will cost me because I'm not covered enough. I told her "What do you mean? I am showing you my insurance that says I have plenty of it." She says "you'll have to take more out" and begins to quote me more charges. I told her "I want to speak to the manager". She says "he's out for lunch but that I can wait." So I waited over 30 minutes. He waltzes in and she doesn't even tell him I'm waiting for him. I figure that he's the manager since he's the only guy there but still, I ask him if I could see the manager and he says "I'm the manager, my name is Adam. How can I help you?" I tell him everything. I tell him I have NO vehicle and no way of getting one and can he help me out?" I'm very desperate at this point and I'm still very cool and kind. He says "well, let's see."

So he says to me, "Okay we can do this, this and this," and I say, "Okay, its not as good as what Austin quoted me but I'll do it." And I pull out my card to pay and he says, "but all I need is proof of where you live like a utility bill. " I said, "Why? What does that have to do with anything?" He says because you're paying with a "debit card" that's the rules. I said, "You have no proof of the last lady that just rented a van that she has insurance or of where she lives." He says, "she paid with a credit card so it doesn't matter." I said, "You're telling me that if a person pays with a credit card, you don't ask for proof of where they live/insurance. But if they pay with a debit you do?" He says, "Yes, that's the rules." I said, "just run it through. The money's in there, you'll see." He says "no, I can't/won't." So, I tell him, "I'll have to go all the way back home to find something, but the problem is that I just moved into a new apt and don't pay utilities so I don't really have a bill like what he's wanting but I did have a bill from the State and could I use that? " He says "sure, bring it in."

So, I go all the way home, get the envelope/letter, bring it back, and after he reads the whole thing, he tells me "no, sorry I can't use this." At this point, I'm starting to overheat with rage. I've kept my peace and been extremely kind despite the ignorance from these fools. And I've been there for hours back and forth, and now he tells me "no, I can't use that." I stood there and literally begged and pleaded with him, telling him, almost in tears, "I have the money, you won't get stiffed. Can't you do anything to allow a letter from the State? As of later on today, I'll have NO vehicle to get around with and won't be able to start a new job in two days etc." He says, "Sorry, there's nothing I can do." I left that place in such humiliation, shame and anger.

I got on my phone and called the "closest" Budget car rental, which like I said was over 30 minutes away and within 10 minutes the gal assured me my car was all set. I went there and picked it up and gave them all of the money and actually more, because I had to re-rent it again for two more weeks. So, here's what I say to that enterprise rental and EVERY single other one, I will forever tell people of the horrible experience I had there and to NOT go there. Sadly, since telling people my terrible experience, I've had several people tell me they too have had sour experiences with that location and would never use it again. So, budget Car rental gained over $1000.00 because of the morons at Enterprise. NEVER AGAIN!!!

Once my car was ready, the Enterprise representative (employee # **) asked me if I wanted insurance coverage. I said "sure, but I only want liability". I said that I only want liability insurance very clearly. Later to find out that employee charged me for full coverage insurance and some other various charges. They charged me for extra charges you did not agree to.

After coming back from my trip, I checked my account. I noticed they charged me around $156. I only had the car for 2 days so it should have been around $50-$60 w/ liability insurance included. I then called the location and one of the employees acknowledged they made a mistake and said she would refund my money. She apparently did nothing. Over a week later I called again because I did not receive the refund. I then explained what happened and asked to speak with the manager. The employee said he would call me back in about an hour. I never received that call back.

I then called the corporate office the next day because I was getting the runaround from this Enterprise location. The employee from the corporate office called the location putting me on hold to resolve the issue. Once the employee was finished, she said that they will refund me a little over $20. I explained to the employee that it should be more than that and called the location myself.

The manager's name was Nick. He told me they were charging $4.67 an hour for dropping the car off at another location and my daily rate was $32 a day. Nick was trying to explain and justify some of those charges. He then said they would refund my money after I told him I was looking at our contract that stated it was $13.99 a day. I know it's not a lot of money but it's the principle. I had to jump though hoops and waste a lot of time to get this money they pretty much tried to steal from me. It has been 3 weeks I have been assured a refund from 3 people and still have not received it.

When I arrived, I was told that my credit card appeared to be a debit and was therefore unacceptable. I could not understand, I used the very same card in July. I gave them a PayPal Mastercard and a Visa bank card and they were indifferent and told me that the sign outside the door explained this fact. Unfortunately, that information wasn't shared when I made the reservation 3 weeks earlier. They stated that if I had used any other Enterprise, that my card would have been accepted or if I had an airline ticket my card would have been accepted and unfortunately, all of the other locations were now closed. I phoned the toll free number and could have done without the rude and quite indifferent person who decided when I asked if there was a manager, it was not worth the time to continue speaking and hung up on me.

I had already made plans to travel to Louisiana and was forced to walk in the 30-degree weather to the competitor's property across the street that the front desk suggested. And because I had no reservations I had to pay three times as much for the reservation, and yes, they accepted both of my cards. I don't know if I will get reimbursed for the difference but if I can warn ONE PERSON...do not use this company. Do not even try it...it will be worth it. They get you promising you a cheap price, but in the end, their company treats you so poorly that it isn't worth the disrespect and your plans being ripped to shreds. Use a reputable company that will stand by its product and have peace of mind is a much better choice. DO NOT USE ENTERPRISE. If enough people keep saying poor service, lack of consistent treatment and don't use them... they will either change their behavior or close the location, either choice is better than what I just endured.

Everybody who asks me I tell them only rent from Enterprise. The people are good people... Poor judgement on my part. She mislead me and then waited until an hour before to tell me not to come... I'll make sure to get the word out on how shady people can be to a loyal customer not to mention when I cleared up the $35 fee I wasn't even there for Rental. I called over the phone while I was out of town and use my credit card to clear this situation up... I guess I really shouldn't take it personal because as I review this site over 90% of the reviews are bad...

I am going to contact the Attorney General and everyone else out there I can to let people know what is going on. I have lots of pictures of the bumper and car and you can see there is no damage. I found out later this girl happens to be the manager of this location. Go figure.

I proceed to question about the charge, the response was "Maybe you got a ticket or two"? I stated that I do not accept "maybe" and demanded them to determine exactly what the charge was... The staff said: "Oh, we have no access, it's the corporate, I have to email the accounting dept. because it's too late today" (3:45 pm on a Wednesday afternoon, what a nice job at Enterprise corporate accounting department getting off from work this early). The staff proceeded saying that she has emailed them and noted my phone number on a damn Post-It note paper!! (Fine, that could be how they note things, different people work differently.)

Then... I called the next day, the day after, response to me was "they haven't replied..." Fine, I called Monday and Tuesday the following week, same response "they haven't replied.." If I did get tickets although it's impossible, then I would pay but I demanded answer on exactly what the charge was for and all I got was "they haven't replied." I was angry and stopped by the rental location, now they changed the response to: "Nothing we can do, we cannot search accounting record".

To add to that, I did attempt to call the corporate after the "Nothing we can do...", it was uneasy to finally reach someone, but then I was told I need to contact the local office, nice response from how Enterprise corporate do business. Outcome: I contacted my bank to file a dispute on the $76.86 charge, which required additional consent letter and signed form because I used their service / had business with them as my bank stated. Understood, it makes perfect sense, paper form was within in 3 days, I signed the form on the same day I received and dropped off immediately in-person at my local Post office. Called up my bank saying that I had just dropped off the form, the representative told me right in that phone call that they would begin processing even though I just dropped off the form in the mailbox. Dispute filing need up to 90 days investigation, but then I got the credit back in less than a week while they went on with the investigation. My bank, quick response and informed me (the consumer) on what they were doing, what I need to do and what I need to know, is how a business should do business.

Including this unpleasant experience, I've used Enterprise at least 20 times, the 4th at this location, I am not a frequent customer but at least I am a returning customer, and that's the response / treatment that I got. Although I got my money back, but dispute this experience, I will NEVER EVER use Enterprise again, and I did not. I needed a rental 2 more times after this, and I went to other (Avis & National). I can tolerate mistakes, people make mistakes, but I cannot accept irresponsibility as a business and the responses/treatment I got.

Well I get to enterprise and lo and behold! My car had just been given away 30 minutes before I got there! I was LIVID!!! I tried to correct the situation by grabbing anything that was 4 or 6 cylinder and just getting the ** out of there and back on the road. So about 35 minutes later they came and asked me if a truck was okay. I said "Whatever my luggage won't all fit up front but you guys don't care about that, just give me a set of wheels." They bring the truck around and I go in to pay for it. The man quoted me $200.00 on phone the day I reserved it, just as long as my insurance would cover the car. I had already spoken with my insurance company and they advised me that I would be covered due to the type of insurance plan I had on my current vehicle. (which was in the shop) Well this S.O.B. would not even hand me my debit card back until I paid an extra $27.99 a day for their "Special coverage insurance"! The car would be sitting in airport parking for a week. I was NOT going to fork over another $195 dollars just for it to sit there when it was already covered by MY insurance in the first place!

I advised them to take the truck and drive it directly (you know where)! I was finished with their trickery, lies and time wasting tactics! So, I called a taxi like I should have done in the first place and paid him a extra 100 bucks to get me to my flight on time! Nope. My story don't end here. About 2 weeks after I got back home I was checking my bank and credit card statements and noticed not only did I rent a car, I rented it, I rented the $27.99 insurance for 7 days and they charged me another $199.99 for "damaged interior upholstery". So basically someone I had spoken with at the actual location the day I went to pick it up decided that I was renting it whether I wanted it or not. I did eventually get SOME of my money back which is ** because I should not have been charged a dime in the first place. My bank account was screwed and over drafted. I had to close it and have my credit card information changed and all kinds of associated fees and headaches that go along with all of that! Somehow enterprise still ended up making over $150.00 off of me. I still feel stupid about this whole situation to this day. I will never get treated this way again by any other company for any reason!

I can assure you that Enterprise will never treat me or any member of my family like this ever again because none of us will ever be caught dead there at that con-artist head quarters! Stay away from these people! Just because they have money for big adverts does not mean that they actually know how to treat people. They are liars and thieves and I would not do business with them again if they were GIVING me a car during the Apocalypse! No Thanks, I'll pass!

The representative kept arguing with me that this has always been their policy, and I advised that it had not and invited him to look up all of my prior rentals. He just kept insisting that I was incorrect rather than focus on gaining my business today. The representative was obnoxious and condescending. I will NEVER go to this Enterprise location again. Watch out all... pretty soon, they will ask for a blood sample to obtain a rental..... absolutely ridiculous practices! I wonder how many people walk out their door without a rental agreement before they see how outrageous their practices are?!

Original Review: Nov. 6, 2014

I rented a car from Enterprise car rental until 11/5 at Morse Rd Columbus. When I went to return the car at morse road location, they asked me to return it at my closest location as I needed a ride. Then again I went to the other enterprise location which is located at Cherry Bottom, Gahanna to return it. The representative inspected the car and it was looking fine as it was rented, then they gave me a ride back to my house. After couple of hours they called me and said, "the front tire rim is bent and you are the last person rented the car and you have to pay for the damage". I was shocked to hear that and told them I did not make any damage or accident. I told them I will come to their location to talk to them after my office hours.

Then I went back to their location in the evening to know the details. They initially said, the rim bent was not visible when you view from the top and because of the parking position. So he move the back little bit backward to bring the bottom rim to top side. Then we noticed the rim was bent. Since, the rim is covered by the rim cup, so it's not visible when you look at it.

My questions and concerns: 1. First of all I did not do this damage. 2. Looking at the rim bent level, it should have caused the same level of damage to rim cup. But there is no problem with the rim cup. You can say I would have changed the rim cup to cover the damage. Then the rim cup should look like new. But, it's looking like other 3 rim cups and not looking like brand new. (I'm not able to take the pictures in the evening because of the light. I will go tomorrow to take some clear pictures). 3. Since, the damage is behind the cups and nobody would have noticed the damage in the past. Looks like they are trying to charge me for the damage done by somebody else. 4. I returned the car by 11:30 AM and they inspected well to make sure nothing is damaged. They gave me a receipt at the same time. But, the person called me after 2:00 PM saying that "since, you are the last person rented the car, it will be charged to you". I need to know how come they noticed the damage after couple of hours and noted the accident time as 2:13 PM.

I'm really confused and stressed. People are really getting stressed when you are accused with something which you did not do.