Enterprise Rent-A-Car Reviews

Original Review: Nov. 9, 2013

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Original Review: Oct. 15, 2013

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Original Review: July 30, 2013

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

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

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

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

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

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

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

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

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

Original Review: June 19, 2013

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

To start, the rental car was booked several months in advance with the Airport location via online transaction. In my mind, when my family and I were to arrive, the process would be to take the airport shuttle to the location and we would pick up the car and be on our way. Wrong! This was not the case. My family and I caught the shuttle to the airport location, stood in line for over 20 minutes, and then were told we were at the wrong location. The customer service person then called a cab and told the dispatcher over the phone where we needed to go. 15 minutes went by and a taxi came up and loaded us in and took us to the next Enterprise location.

We arrived to a small corner location, where I saw only two rental cars left on property and a customer walked out right as we pulled up, leaving only one vehicle. I walked into the rental office to go through the process of getting the keys to the car. Not only did my reservation confirmation not show up on their system, the customer service rep, Tannya, informed me that we were again at the wrong location. Obviously, seeing my frustration as I had just paid the taxi driver to drop my family and I off at the location provided by the first Enterprise office to only find it, too, was the wrong location, they proceeded to assist me with a rental car.

Now in my past experience of renting from Enterprise, I, as the renter, received a clip board to write down all of the discrepancies with the rental car to cover myself. This time, I was not provided the clipboard. Instead, the same customer service rep, Tannya, came out and did the walk around with my family and I. My mother-in-law has had previous bad experiences with Enterprise and so she proceeded to call out every single scratch and dent for Tannya to write down. Tannya's response to each item was, "It's fine; I do not need to write that down." I have been renting cars for nearly a decade; I have never encountered a customer service rep who was reluctant to write down discrepancies.

After going over the car, the rep proceeded to then ask if I wanted to add insurance. I was confused as to why she was asking me this question while we were already at the parking lot, about to get into the car, where it is loud and windy, and when we have already finalized the amount of the rental inside the office. Isn't the insurance supposed to be offered while at the counter finalizing my payment, before I hand over my credit card? It was definitely not while I am about to drive away with the rental car. Tannya was very unprofessional, lacked knowledge on products, services, procedures and protocols, and overall, a very poor representation of good customer service skills.

At this point, I will include some pertinent information; I am a disabled veteran who has a disabled placard that I take for travel to use in rental cars, so any spot I park in, obviously, is far enough away from other cars. In addition, the rental car was parked every night in a private parking on a driveway at a military housing, with no other cars parked around it. I drove the car from the military housing to the military base and the military hospital.

Now came the day to return the vehicle which, due to not being open on Sundays, I had to return the car a day early, on Saturday, April 20th, before the location closed at noon. I arrived at the location at 1100 and parked in the back where the rental cars are directed to pull up. I proceeded to clean the car out of trash and then went in to turn in the keys. A new customer service rep was working this day, and after turning over the keys, she checked the gas level, which was full (the same amount of gas when the rental car was given to me). Then, she walked in and casually says, "So, you know you dented the front right?" I was amazed at how casually she said it, and I replied that every scratch and dent on the car were already there from when we checked the car out of the lot.

When I went out to look at what the customer service rep was referring to, I did not see anything that was not there from when I picked the car up. The rep walked out and pointed to the front passenger side by the headlight, and I stated to her that it was there when I picked the car up, and her tone and responses, were not only disrespectful, but also accusatory. She was now the second disrespectful representative I encountered from this same location; the first was Tannya. She further stated, "We would not let this car go off the lot if it had this." She then continued to say that Tannya had written all discrepancies down when we rented the car. As I previously stated, Tannya did not write all our discrepancies. She then refused to listen to my statement and left, without excusing herself, to get her assistant manager.

The assistant manager then came to the counter and showed me a little card with diameter measurements on it and he asked, "Did you use this card when you rented the car?" I responded that I had not seen the card, Tannya did now show us any such diameter measurement card, and that Tannya filled out the discrepancy form herself. He seemed uninterested and then printed out a claim form and he then said, "So, I printed out this form with the statement you just said." I looked at it, and he wrote only a part of what I had stated, not discussing much of the issue, and basically making it sound as if I was at fault. Instead of arguing, I took the print out, and my receipt and left. It had become apparent that I was not getting anywhere at the location. The assistant manager was not helpful and did not, by any means, service my needs in a friendly manner.

I am extremely disappointed and dissatisfied with this experience. I refuse to put myself and my family in this situation again. From now on, Enterprise will not be my preferred choice of car rental.

Since hand controls are such a specific and necessary request for me to drive the vehicle, I called the Enterprise facility that was supposed to be holding the vehicle. They hadn't even noticed that there was a special request for hand controls. They said they would call me back to make sure they had one nearby, but they never called back. The day before I was to pick up the vehicle, I called Enterprise (Newman Dr., North Little Rock, AR) over 4 times to make sure I would have my vehicle by the day I needed it and that the car would have the specs I requested. They assured me that they found a vehicle nearby that was going to be adjusted for my specific needs and that they were sending a "special team" to retrieve the car.

So the next day (Saturday) I was to pick up my reserved vehicle and when my friend who assists me and I got there, the guy who worked there (Andrew) said that they didn't have a vehicle for me. We were confused because I had put in overtime to make sure that I would have what I needed for a smooth trip. We went back and forth as to why I didn't have a car that I reserved. Andrew told me a lot of mambo jambo to try to get the heat off their facility by blaming it on another facility. Andrew said they had to go pick the car up from the airport (where they keep the cars with hand controls) but when his team got there, the workers from the airport left work earlier than they should have. So the car was locked up and inaccessible now that they were closed on Saturday, which is the day I needed this car.

Apparently Andrew told my friend and me that there weren't any more vehicles that had hand controls near the surrounding areas. So basically the car I requested was still sitting in that locked airport right now! And nobody would or could get the car to me in any way, Andrew told me. I was headed out of state, had reservations for a Drury Hotel for two days in Missouri and I am missing it as I type. Andrew said the only thing he could do was let me, who is paraplegic, rent another car without hand controls! What sense does that make?! I can't even use a car without hand controls!

So my choice was to take it or leave it. There would be no discount given or offered for the inconvenience. So I asked my friend who was there with me if she would mind driving me the three days I would have the car without hand controls, and she hesitated because all the driving would be on her but still we decided to just rent a vehicle and my friend would just drive it. So when we were going to fill out the paperwork (after being at the facility for over an hour), we handed him the 2 bills that we apparently needed because neither of us had major credit cards. The two bills we brought were sufficient.

For one reason, Andrew said that we needed 2 utility bills that nobody told us we needed. And on top of all this trouble, since we live in an apartment complex, we literally only had 1 utility bill and that was Entergy. We don't pay water, gas or any other "utility". He said our cell phone bill wouldn't work and he made no attempts or offers of any other suggestions. So after all the trouble we went through, we still were not allowed to get a vehicle. We left with nothing and missed our reservations in Missouri.

I will never do business with them again and I will be speaking to someone in corporate or beyond them because I feel like this was discrimination to people with special needs, as they only had 1 car (which was locked in their garage or wherever they keep their cars). One car?! Come on! It's ridiculous and unacceptable! It could have easily been fixed. In my opinion, if they took their lazy selves over to the airport and got the car... but again Andrew said even that was not possible. Wow! So nothing is possible at Enterprise. And that should be their slogan! If anyone can help me with this issue that would be appreciated because I'm not letting this one go. It was such an inconvenience and a mess with employees' failure to do their jobs. If I could have given zero stars, I would have.

The only option was to take a more expensive car and pay the difference. I was not happy. The agent on the desk was very, very nice and was able to give me a little discount. Her name is Tameska ** and I want to commend her for dealing with an irate customer. Nevertheless, I had to pay $268 instead of $233 which I had contracted for. I am not going to be using Enterprise again. While you say "We pick you up", you really don't.

I called a couple of times. The first day, I was hung up on or told the manager didn't have time. I pleaded to please mail it back as we didn't care about the equipment but about the memories on the camera and the video camera. The next day, we e-mailed and continuously called. We asked for a district or regional manager contact. We never received any of this. We were told so many lies; the car could not be found or call back in 5 days, that it takes five days for a car to be cleaned! And I was hung up on over and over.

I filed 3 complaints with their corporate office. You cannot reach a district or regional manager. They tell you that they don't have that information. What a bunch of bs. I never heard from anyone! I have worked in banking and retail for many years. You always give contact to a higher up and someone always responds promptly and remedies the situation. I filed a police report and was told they continuously steal laptops, iPads, iPods, cameras, video cameras every few weeks. Someone gets caught and then they stop for about two weeks and then start stealing all over. This corporation does not care that its employees steal customers' items and won't even respond to you! I've never even heard from any family or friends, of a large corporation not responding to you!

I knew money was on it because I checked it at the counter (with my iPhone online banking) before she even swiped this 2nd card, but again she went to talk with the mgr. who told her to try once more and behold, she said that it went through. Shortly after picking out my car and driving to my hotel, I checked my online bank accounts when I noticed that all transactions had been applied for $800 ($200 x 4) from both debit cards. I immediately called Enterprise to inform them of these transactions and I was told that they would have to forward my concern to management. I waited for someone to call me back and I did not get any return call.

I myself then called back several times and it was the same response from each person I spoke with, that I would need to talk with management and the manager was not around; they would have management call. I explained each time to the person at Enterprise how I could not have my money held up; I was from out of town on a vacation, that having my fund was a necessity. They, at Enterprise, kept continuing to forward me to management which seemed to be nowhere to be found.

On Saturday morning, April 20, 2013, I called my bank(s) who informed me that if someone from Enterprise would fax a release stating that the funds were taken in error, they, the bank, would be able to refund the money back to my account that day. I gave them the information that my bank told me along with the bank(s) phone and fax numbers. Enterprise took the information and did nothing with it and I was left on vacation with no funds and time consumed with calling Enterprise who did nothing and showed no empathy. They, Enterprise, kept continuing to forward me to a manager that never seemed to assist anyone and no manager ever got back with me. This could have been avoided quickly if someone would have taken the time to fax a letter stating that the extra charges were taken in error. This could have avoided the stress that Enterprise put me though from their lack of customer service which they & management had shown. This was the most terrible customer service and management team I ever encountered!

Just know that the people I came with and I will never use Enterprise. They, at Enterprise, do not follow through, the so-called management which is next to non-existent. If there is such a thing as management with Enterprise, they/it doesn't have a clue about customer service. Needless to say, I will not be using them again and others in my circle either.

One associate asked me what I was waiting for after the two-hour mark had come. One customer brought a car back due to the check engine light coming on, and they had her waiting without an apology. This place was not so busy that customers could not be dealt with in a timely manner, including myself. Bottom line is, it's all about the two hundred dollar security fee, credit card charges and waiting game with these guys. Granted being picked up and dropped off is a free service they provide, but they provide the service to catch the customer so they won't rent with another company. The disturbing part is this is business as usual for this company. There was no estimate for how long you would wait or they'd lie and say, ''Just a couple of minutes.'' Do yourself a favor and steer clear of this bait and switch ice machine.

A few days later, I received a call from Mr. ** and he informed me that he contacted Firestone and was told that only the front two struts needed to be repaired and that is all he was going to fix. Mr. ** added that he had contacted another local auto repair shop and they would fix my car. I asked Mr. ** why would Firestone list damages that were not true and why would he only fix the front two when I personally spoke with the Firestone branch manager, **, and he informed me that all four struts needed to be replaced. I also asked Mr. ** about the power steering and other repairs that were listed. Mr. ** stated that the auto repair place would do another inspection and if they deemed those repairs to be true, then the repair shop would fix them.

Red flags went off and I immediately contacted Firestone and spoke with the store manager ** who informed me that Mr. ** had called them but they never told Mr. ** that only the front two struts needed to be repaired. Mr. ** recommended that I fix all four struts and that everything they listed needed to be repaired. Mr. ** also informed me that they offered Mr. ** ~$450 discount off the initial repair estimate. During my taped conversation with Mr. **, I informed him that I spoke with Firestone and what he told me was simply not true and that I would be taking my car to Firestone and nowhere else. On 3/26/2013, I dropped my car off at Firestone to have the front and rear struts repaired. The other repairs were not done. Since that time, my car continues to make the noise. When driving the car, it sounds as though screws are coming apart or something will come apart at any minute. I am afraid to drive the car and afraid that I might get in to a car accident due to the car malfunctioning. And Mr. ** never called to see if the car is in working order.

Furthermore, prior to purchasing the car, I was guaranteed by Mr. ** that Enterprise Car Sales would order a truck cover for the back of the car. (I have email correspondence supporting this.) During my visit, I inquired with Mr. ** about the back cover for my car and he said, "Oh, I did not forget. I went on eBay to look for one and they were like $400. I don't want to spend that much so I am looking for a car similar to yours that has one and I will take it out of that car and put it in your car." This was the follow up that I received. To say the least, I was just numb. I received no timeframe or when this means he could be searching for this for the next three years. I have done my part. I traded in a car I owned, gave $1,000 in cash as downpayment, have made two monthly payments and the car has not been repaired. I need Enterprise Car Sales to do their part and uphold their end of the deal. I need help to have the car repaired or find a solution to this problem.

Anyhow, the manager took me for a "walk around" and pointed to a damage on a side. So, that was it. When returning, the same manager took me for a "walk around" again and noticed damage on the roof, it was like a dent/scratch. I couldn't really see it. I am short and can't see the top of the roof. He said, "It's probably luggage." I said, "Maybe it's a stone or something; I know I didn't put my luggage on the roof." I can never reach that high and I rented a car for a local trip and had just a few things with me.

At that point, my husband came to pick me up and joined in the "inspection". He immediately noticed that the dent was already fixed, patched! My husband thinks that may be a patch, a pencil was used. It seemed to him that it was done by professional and it wasn't fresh. I am sure it can be investigated to see where it was fixed and how long ago. So now, I think that it was an unfair claim. Now, I believe that the manager knew it was there all along. I was very upset. I tried to tell them that the patch was old. It was no point of arguing. As I said, because of my height, I didn't notice the damage on the roof when I was renting it 5 days ago.

I truly believe that they're trying to pin the damage on me. It was a business trip, so my company will deal with the situation, but I would like to warn others to take time to inspect cars. Not everybody is honest, not at Enterprise on Campbells Run Road in Pittsburgh

Their excuse for not being able to accept cash or debit is that they'd be "giving away" a "$30,000 car" (believe me, this car was worth nowhere near that amount) for $300.00. The implication being that I planned on somehow stealing their car despite the fact they have satellite tracking, my personal information, and local police in the area. Racist connotations aside, it's a disgrace that they treat their customers with long rental histories no better than common thieves! This is no way to maintain a business relationship. They are basically a burn and churn shop that doesn't care about existing customers. The "management" there is next to non-existent and doesn't seem to care anything about customer satisfaction. Needless to say, I won't be using them again.

Another (female) customer was there at the time and she was late in getting her car. I remarked to her that I was pretty certain this branch is poorly managed. Anyway on Friday, upon arriving in Fort Lauderdale, I rented a car from Budget with nothing but quick service. At the least, Mr. ** could have offered a gesture for the problems he caused me. Instead, I now understand that I need to take my business elsewhere. PS: Have you noticed their official online company chat is not in use now? And that when you try and submit a question or complaint, the website loops and you can't communicate your problem?

Thus far, I had received good customer service from Enterprise Rent A Car, but today it was exceptionally poor. At one point I was getting suspicious that he might be showing a racist attitude because I was a South Asian. But I found it so difficult to believe in my suspicion because I was in, of all places, Berkeley - the most liberal city in the US! I told him that this was a very educational experience for me, and this was not the first time I rented a car. I have done it for years and many, many times. But I never found it so difficult to get some cooperation. I left the location with a Corolla, finally after lots of convincing and with a bitter taste in my mouth.

I just rented a car from Enterprise Columbia, TN 38401 (rental agreement #**) while my car was in the collision center for repair. They picked me up at the Spring Hill Collision Center in Spring Hill, TN 37174. We drove to the Columbia office to get a car. I rented a Kia Soul, which I was very impressed with. I explained to John that I am disabled and was not able to pay extra for the rental since I have no income. He had a two door something, but it is hard for me to get in and out of a two door vehicle. I have issues with my back and knees, and I use a cane. That is why I chose the Kia Soul. It was small, but had 4 doors.

I asked John how much it would cost me per day for the Kia. He said around $2.00 a day. I thought that was reasonable and agreed to that. He charged my debit card $10.00 on Monday, 3/25/13. I had hoped that my car would be ready by Friday, 3/29/13, but there was a problem with the parts from Mazda Nashville. I received a call from the collision center that my car was ready this afternoon Monday, 4/1/13. When I drove to Enterprise Columbia, TN, I found that I was charged $3+ per day instead of $2 as quoted. Total charge to my card is $25.17 for 8 days. Now that may not sound like a lot of money to you, but he knew upfront that I am disabled and did not have the extra money.

I brought this to his attention and he denied that he quoted me $2 a day. I am quite disappointed with Enterprise. My sister forewarned me that she was overcharged when she used you last. I feel that Enterprise should honor the price quoted. This will be my first and last time to use Enterprise if this is how your business is run. I would appreciate someone calling or emailing me about my experience with your company. Thank you.

Now, I am so disappointed by the other young lady's attitude and unprofessionalism by hanging up on me when she did not want to give me the corporate office phone number. I am now going to take my business to another company and I will also inform my corporate office not to use Enterprise again. I am so hurt because I had only pulled off from this location 10 to 15 minutes for them to rent it that quick. The young lady said the next person was waiting on them to clean the car when someone else said the guest didn't care about the cleanliness of the car.

I am from Poland and my English is still not excellent but I am not stupid. They try to scam me! I feel like they had a damage so they put it on me. In paperwork that they sent me, there were several damages on the top of the dent on the roof. That had to be done after I returned my car and was drove home! There were damages to the side of the vehicle. That's when I realized that they try to scam me. When I visited the location to complain, the manager told me that there was a mistake. She saw that car has extra damages on images. She told me that she will take care of it. I haven't heard from them until a year later. I received a bill from a collection agency! What should I do now?

The chap, who worked there, the salesman, said I could have that particular car even though they didn't reserve vehicles so I made it clear I would only rent if I could have the Charger. He agreed and said that I could definitely have it. I said I would come back with my card and itinerary. I phoned that evening just to make sure that I was having the Charger and they said yes. In the morning, I called the office and yet again confirmed that I was definitely having the Dodge Charger and they said yes. They sent driver to pick me up. When I arrived at the office, I asked where the car was and they replied it was there somewhere. When I got in the office, they suddenly out of the blue said that the Charger had been let out last night and that I was going to have the Chevy Impala, without asking me if I would like the Impala.

The Impala was covered in dog hairs and that I would have to wait while they cleaned it up; however, I didn't want the Impala. I booked and wanted the Charger due to me being from UK and having an interest in this particular vehicle. I refused to take the Impala and still with good intentions, I asked if I could have something else. They offered me a lesser car. I was very disappointed as I never complained before regarding the truck. But to have this done the second time by a worldwide professional company, I was amazed and shocked how they treated me. They said I misunderstood them. I could agree if I didn't speak English but they insisted, then ignored me, and carried on dealing with another customer.

When I tried to complain, a very rude lady who was the manager of this office bluntly asked if I wanted to rent a car or be taken back to the hotel. In other words, they weren't interested in my dissatisfaction or my needs. I left the office very disappointed. I then complained to the head office who said they would look into it, investigate and let me know within two days. I could not complete my business appointments and other jobs due to having no car. The head office never contacted me. I called them and they said they would call but until now, nothing. I left on March 28, 2013 and I will never again use this company anywhere in the world. I will also be notifying my uncle who owns the Days Inn in Longmont.

On February 23, 2013, the front left bumper came loose when I was driving and already in the parking lot where I live. I could not get it on the clip myself and tried calling Enterprise because when I was trying to park the car, it was making a scraping noise as a result of the loose front fender. This was due to whatever was wrong with it when I rented it. It was evident someone else was already in an accident with this car. When I tried calling Enterprise, I was given a hard time about the situation. And it was insinuated that I was responsible and that an incident report would be made against me and that my insurance company would have to pay.

I tried explaining that I did nothing to the vehicle but they did not care. I ended up calling Triple A and they were able to re-attach the bumper to the clip. I discovered dog hair in the back seat that I did not notice when I rented the car. It was fine and white; but after the air freshener wore off, there was a wet dog smell. I do have allergies to dogs and I do have asthma. I was noticing that I was having more trouble breathing and I was wheezing more. However, I could not pin point the problem until then. I tried taking the car back on February 25, 2013 to get a different vehicle because the one I was in was really making me sick. ** of Strongsville gave me a hard time and insisted he needed $500 before he would switch cars. He was screaming at me for the scratches on the bumpers.

** of Progressive (they work side by side) told him that the damage was already on the bumpers and that she had already marked it down. Then, he notices that on the right side that the bumper is not perfectly flushed like it is on the left and starts to blame me for it when nothing happened to the right side on my watch. We ended up in a screaming match and I ended up leaving with the death trap again because ** would not help me. I wrote to the corporate office. They referred me to ** of Strongsville who is **'s boss. ** brings me a different car and comes and takes the Nissan Versa back and seemed real apologetic about the whole situation. However, today, I get a bill for over $800 for the bumper - this is a false claim.

The damage to this bumper happened before I rented the vehicle. I take care of other people's property. I have a clean driving record and have had one for fourteen years. I was not in an accident nor did anyone hit me. The damages were already there. Enterprise was in a hurry to give me this car, and they did not thoroughly inspect or clean it before bringing it to me. Next time I rent, I am taking pictures of everything before the car rolls off the lot.

The car was drying in dirty patches, mostly still wet and freezing in others, which made it impossible to see if there really was any damage. The car was black, which made the dirt smudges stand out more. I considered the fact that the car was fairly new and figured there wouldn't be any significant damage. Neither I nor the agent squatted down and touched our noses to the exterior to look in fine detail. We didn't go look at the car from different angles and we didn't rub the drying streaks and smudges to see if there was damage underneath them. We went into the car to finish the paperwork and I declined additional insurance coverage. I returned the car on March 25, 2013 (3 days later).

An agent walked from the passenger door down the side, around the back and straight to the "damage" area on the driver's door. How he saw the issue so quickly is suspicious. He stopped there and went back around the car, retracing his steps and never did inspect the front of the vehicle. I was told there was damage to the vehicle and that I was responsible. I firmly said that this was impossible as the vehicle was driven to my home, parked in the driveway where there is nothing around to damage it. While I was on my trip, I drove straight there, parked it in an empty lot and then drove straight home again. The vehicle was never left where it could have been damaged. I am very positive that the damage was from a previous renter.

I demanded that they show me the damage. By now the car was in the garage. We went into the garage where they had taken it and he pointed it out. I did not see any damage so the agent rubbed on it. I still did not see it. Then he told me to go towards the back of the vehicle, squat and look down the side. I did so and noticed the dent. There is no way I would have seen the dent during the original inspection as the dirty streaks were covering the area and it took for him to wipe them off and me to bend down and look up the side of the vehicle for it to be evident. How would he have known the spot was there if it hadn't been there before? I have been reading others posts and see that this is a scam that Enterprise uses on people. They give you the car wet so you cannot see the previous damage clearly. The scam is to wait for the first person to rent the vehicle without the damage waiver and sock it to them.

You see, when the last renter had the vehicle, he/she probably had the damage waiver so they were able to just walk away and not pay a dime for the damage. Instead of fixing it, Enterprise left the information of the damage off the books and waited until someone who didn't purchase the waiver could take the blame. This made for a great scapegoat and Enterprise would not have to file a claim on their own policy. They could file it under someone else's. I refuse to pay for someone else's damage! If I had an ounce of doubt as to whether this happened while I had the car, I would chalk it up and pay for the damage. But I am 100% positive that the car was not damaged while I had it. I was so careful and never left it parked anywhere near any other cars or objects that could damage it.

I will fight this all the way to court and I will win if it costs me a year's pay, just to bring awareness of this scamming company! I have already contacted my credit card company and the card they have on file is cancelled. I have also contacted an attorney who says we will wait for a bill before we proceed. Speak up and protect yourselves! Posting here is not enough to make the public and insurance companies aware. I intend to blow the whistle on this greedy, victimizing company in every way I can.

Yes, it was my fault that I didn't notice that she purposely circled that I wanted insurance. But I truly trusted Enterprise because I rented vehicles there so many times. The longest I rented a vehicle there was three months long. Eric the store manager arrogantly interrupted our conversation and stated he would take off the insurance but would place me on their "block list". Meaning, I was blocked from ever renting there again. It was extremely appalling that a store manager would act like an arrogant street punk. Thank God that I was blocked. I would never, ever rent anything there again.

Four days later, after the holiday, I found I did have insurance through my personal agent to cover us with the rental. I called and advised the Enterprise agent of my discovery. He then told me that $300.00 would be credited back to my account. A week later, I checked and it was not there. I called the agent again and he told me that it would take 45 to 60 days for the credit to show up. I let him know of my displeasure and asked who I should speak to to expedite the credit. He gave me his supervisor and her number. I called almost every day for over two weeks. Every time she was either out of the office, interviewing new employees, or tied up in a meeting. I left messages for her each time with my phone number and asked her to call me. She never called.

I finally got a hold of her on January 25, 2012. She tried to tell me that I should have gone to the office as opposed to call the day I found out that my insurance covered the rental. I explained to her I was following her employee’s guidance, and if I was supposed to have gone to the office, then she should do a better job of training her staff when giving instructions. We argued for about 15-20 minutes and she finally agreed to credit my account back, of which should have been done back in January. She told me that it would be 60 days before the credit would hit.

Well it is sixty days today and no credit. I will be visiting her office this time in person. I will be advising her that I am there to pick up my credit. If she tells me that she cannot do anything about it, I will then advise her that I will be leaving her office and driving to the nearest TV news station to tell them of my story using her name and office location. In addition, I will be contacting the BBB and Attorney General’s Office advising them of the situation, again using her name and office location. I will never use this company again and will campaign to my friends not to use them as well. I hope after you read my review and others on this site, you do the same.

I went ahead and returned it to Enterprise and explained what happened. I had the repair ticket from Mitsubishi saying that the broken part was faulty and that the car was under warranty for the repair. Enterprise still insisted that it is my fault. Instead of taking it to the dealership for a repair that is 100% under warranty, they took it to a body shop and sent me a bill for $299. I will not know how and no way to pay it. This is fraud.

When I received the car, the salesperson and I, when doing the walk through, did not squat when inspecting the vehicle so this could have easily been overlooked. I was told that I need to complete an incident report and that this was standard and that they would look into the vehicle history. This was the only reason I signed this form. Now, the managers from the Washington Dulles airport are calling me, accusing me of damages that I did not do as well as their damage recovery unit.

Today I received a letter stating we owe them $450. I called and spoke to a lady, who was very nice, but said that she didn't understand why he said hail. She then told me it was vandalism, which was interesting because the car was in the garage when it was home or outside of my work door. So now they have changed the story from hail to vandalism. I think they are trying to scam me!

This was really bad business and I explained this is discrimination against people that have hard times. They called Hertz for me and dropped me off at the nearest Hertz location without an apology or anything. I am telling everyone to never go to the Old Hickory Blvd location in Nashville, TN. They are the worst and David should be reprimanded, yet I have not heard a word from Enterprise yet will never use them again.

When returning the car, they said we owed $458.91. I told them it was a mistake but they said we signed for additional coverage. Apparently, the agent verbally said we were declining when we were actually accepting the coverage. He scribbled in the margin that there was an additional $31 per day. I never read anything because we verbally were told even after emphasizing that we didn't want coverage that initialing the spots verified the declination. We never got a new contract with an updated total nor were we ever verbally told that we were agreeing to an additional $31 per day. We were scammed.

After being talked to abusively and very nastily by the agent where we dropped off the vehicle, he took off $113 still leaving us with $122 additional cost we did not expect or agree to. He also kept the original paperwork and gave us a different print out. We have no proof of the scribbled, illegible comment that the agent made. At the airport, we went to the counter and they were very sympathetic and escalated the complaint. We got a call offering us a free day of rental that I will never use. I have no idea why the agent would do that except that he gets some type of recognition for everyone he gets to initial.

Four hours later, my wife received a call from Enterprise stating that the rental had been damaged. Note during this four hour gap, the car was driven by an Enterprise employee from the collision center to an offsite Enterprise location. Enterprise insisted that we were responsible for the damage despite them not following their own protocol of inspecting the car for damage (which my wife and I did prior to handing over the keys).

Despite our attempts to dispute Enterprises claims, we have since reported a claim to our insurance company and paid Enterprise $250 for the deductible. We paid Enterprise as they threatened to turn us over to a collection agency. This was extremely difficult as we know with 100% certainty the car was not damaged upon drop-off, and felt sick that Enterprise would insist we were guilty and go as far as to threaten us.

We hope others will read this story first before choosing Enterprise Rent-A-Car.

First, I spoke with an agent in Oregon who kicks it to the Missouri Center. A manager identified as ** listens to the situation, verifies my corporate account, and takes my home number. He tells me he will call Ft. Wayne and straighten things out. Two hours later, I take the initiative to call Enterprise Corporate and reached Chelsea, who was handling Executive Upgrades. Whoever hired and promoted this woman to her current level of incompetence deserves to be shown the door. I have never dealt with such a misguided and client insensitive firm. Shame on you Enterprise! I just tore up my Enterprise Corporate Account Card. Despite having a confirmed reservation, it's like a problematic Seinfeld episode.

I had the car until December 31, 2012. I didn't really drive the car because one refused to put gas in something that doesn't belong to me, even though I was really going anywhere. I returned the car back to them on December 31, 2012 and the sales rep, Lauren **, went out to inspect the car and came back in and said, "You have damage to the back bumper." I said, "You are kidding," so we walked to look at the car. She pointed out the bumper. There was bubble in the bumper that was already in the paint. There were no scratches or paint off the car at all. So we argued about that for a minute. I spoke Derrick ** and we went out to look at the car. He advised me of the bubble in the bumper. I said to him, "You're crazy," so I advised them to contact my insurance company and they will take care of it. Well, I received paper work from Enterprise and now they are claiming that the passenger right side bumper has a dent it it.

I am so disappointed in the way Enterprise is doing their customers. They are making fraud claims against the customer and their insurance company. They also debited my account $50 for damage charge that I don't believe I did. I will not stop until I get results.

When we returned the vehicle two days later, there was a different employee working. She inspected the vehicle and noticed a swirl mark in the paint on the rear hatch and a very small concave spot. The employee asked what happened to the car. We explained that we have no idea because we didn’t notice it. She was extremely rude and all but accused us of lying. We asked to have the employee who inspected the vehicle when we rented it to complete the check in and were told that was not possible. I looked the car over much closer this time and discovered at least 10 areas of varying degrees of damage. I photographed these and pointed them out to the employee at which time she just stared at me.

We notified our insurance company that we are disputing the issue. We are usually too busy to buff our own vehicles, we definitely didn't buff a rental car and cause the swirl marks. I have no intention to ever rent from Enterprise ever again and I am going to tell anyone who will listen to me not to rent from them either. They are not professional or polite, and I am convinced they caused the swirl mark when they cleaned the car last and are trying to get our insurance to pay for the damage to the vehicle.

Once my wife arrived at the rental office, what had been a nice experience deteriorated rapidly. She was informed she could not rent the SUV; she could only get a lower-priced car (such as a minivan), and she would need documentation such as a utility bill proving residence. The agent with whom I had spoken was there and made the excuse “he was busy and was sorry he had given the wrong information”. My wife called me understandably upset and I hit the ceiling. Talk about miscommunication! They gave her a minivan and did nothing to tell her how to operate the car. (The ignition key is different. She spent ten minutes figuring out how to close the sliding door, and the low oil light is on.) They are demanding we supply the requested utility bill. They also took a double deposit from the debit card.

Now, I understand company policy. I also understand about customer service. I work with patients and am subject to a feedback mechanism, which awards individual practitioners monthly rating scores from their patients. I specifically asked about documents and stated we were using a debit card. The agent I spoke with told me that was all they required along with a driver's license.

My wife had her day spoiled. My day at work was blessed with more stress (I work in an Emergency Room), and a simple transaction was botched by your agent's incompetence. Customer service indeed! Agents names: Eric **, Branch Manager; Kundan ** (My wife wants me to add she was very nice). I am sorry to say we will not rent from Enterprise again.

Recommendations:

(4) Inspect the cars before you rent them. Alarm lights should be addressed and repaired, so the customer doesn't have a breakdown on the road.

When I returned the car yesterday afternoon, I was charged $28.49/day for the 2-day extension. When I tried to explain to the attendant that I was quoted the same rate of $8.49/day by Colleen, the attendant told me that there wasn't anyone there by that name. I proceeded to tell her that I called the 800 number and she wasn't pleasant at all. Rather than stand there and argue with her, I left to get on my flight. I wish I could say that I was on vacation but I wasn't. I went back to Connecticut to care for my ailing 91-year-old mother who is in the hospital suffering from pneumonia and fluid in her lung. I will be returning to Connecticut once she is placed at a rehab facility to care for her and will need to rent a car for approximately 1 to 2 weeks and with certainty, it will not be Enterprise.

I ended up renting from another company. My family and I were just in a bad car accident which is why we were stuck in South Dakota. All Enterprise offered was for me to come back to a state I did not live in to return the car since they said to have cars for round trip and not one way. I am never considering another car from them again. Btw I'm a wounded vet from Iraq, glad to see the support from Enterprise for our soldiers.

When I went to get my boarding pass, I asked the woman behind the counter what do I do with these rental car keys. They looked at me like I was from Mars or something and said, "We're not supposed to take those. You got to call Enterprise and give the keys to them." Well, I tried calling Enterprise at 4:30 in the morning on Saturday and all I got was a computer telling me when the office hours were. I walked outside the airport, went to where I was dropped off by the Park-It-Here bus, and saw an Enterprise shuttle bus driving up. I went to the bus driver and asked him what I'm supposed to do with these rental car keys. The bus driver did not know what to do with them either. He told me, "Don't miss your flight. Just take them with you." So I did.

By the time I landed in Houston, TX, it was 9:00am. I called Enterprise in Memphis, TN and told them the situation. About 10 minutes later, they put me on with their manager and he told me that, "Whenever you get back home, just mail the keys back to us." So when I get home, the first thing I did is go to a FedEx shipping facility. I paid $27 to have the keys shipped the next day. This happened on a Saturday so the keys did not actually ship until Monday.

On Tuesday, I called the Enterprise rental car center in Memphis, TN and asked them if they received the keys. They said they received the package with the two cards that the Park-It-Here bus driver gave me but said that there were no keys in the package. So now, I got FedEx losing my packages. So I called the FedEx shipping facility that I went back home and asked her what happened and she filed a claim with FedEx. FedEx investigated the claim and told me that when the delivery driver dropped off the package at the Enterprise center that he could feel the keys inside the package. So that was $27 down the drain. Enterprise told me that since they do not have the keys, that they would have to charge me for the extra four days that they did not have the car, a fee for having the car towed to a Mazda dealership and to have a new set of keys made. The original total was going to be just over $300 and the grand total ended up being $750.

My dad got on the phone with the lady that told me that I would be charged with all this other crap and he cussed her out. The next day, we called the same Enterprise center and they had decided to drop all of the charges except for the price for the new keys which ended up being $325. My company ended up paying $325 and that money ended up coming out of my paycheck. The next month, I received a letter in the mail from the Damage Recovery Unit in Dallas, TX saying that I owe them $460.

So I called this woman and asked her why I am being charged for $460 when that claim was already paid for. She said rudely that that includes the price for the keys and the towing charge. I told her that first of all, it was not $460 - it was $325. Second, why do I have to pay you this when my company already paid this fee to Enterprise in Memphis, TN? She kept on going on and on about how my story doesn't make sense. Now, I am getting harassing phone calls every day from this woman at the Damage Recovery Unit and every other day, I get letters saying they have not received my payment. Every time I try emailing this woman, she never responds to me and when I try calling her, I keep getting a voicemail. I will eventually be taking this up in court if this does not stop soon, about a month later.

My wife and I went to Carmel, CA for a few days of R&R and rented a luxury car from Enterprise in San Jose. We kept the car for five days without incident. When we returned the car, the agent noticed a series of small scratches in front of the left front wheel well. To see the scratches, I literally had to go to one knee as the way in which the front panel curves under the car at that point made it difficult to see the "damage" from a standing position. No doubt the scratches were there and I had not noticed them at the outset of the rental when I "inspected" the car before accepting it. At that point, I made a couple of critical mistakes.

First, I was in a hurry and did not take time to document the damage. More importantly, I did not take pictures of the damage. To make a long and sad story shorter, I have now been billed by Enterprise for a whole series of repairs that were completely unrelated to the scratches totaling over $1,300.00. Now let's face it. Most of us allow valet parkers to take our cars at fine restaurants and hotels so it is possible that one of those gents could have scratched the area in front of the front tire, which was not a repair included in the bill and photos furnished me by Enterprise. However, there is not doubt in my mind that the repairs for which I was billed and for which photos were furnished to me was not done during the time I had the car.

Now please consider the following: Enterprise employs their own adjusters, their own claims reps, their own body shop workers and their own collection folks. How do all those folks justify their jobs, you might ask yourself? I believe I now have the answer. They do so by inflating both the nature, the extent and the cost of any repair that comes their way. Fair warning. Stay away from this company. You simply have no way to defend yourself other than by trying to alert other innocent folk to the danger this company's business practices represent. While they have lost my business and that of all those folks I employ around the country, you need to be on notice. Good luck!

Today, I received a call from Allstate saying that the 30 days are up on the 24th. I called and they explained that they count the 26th of the month as the first day. They said they use calendar days, not 24 hour periods. So I asked them to speak to a supervisor to see if they could consider a half of the day, but I was told no. The rep said I would have to pay for the one full day. Then the rep got Enterprise on the phone, and the manager Bethany said that “the 24th is the day the rental is up for the 30 days.” I said that “if I rent the car for one day, it is a 24 hour period so that would actually bring the rental to the 25th of the month.” Bethany said, “Oh no, it is in calendar days and it needs to be back on the 24th by midnight.” According to the 24 hour rule, it is actually due back on the 25th by 10:30 am which is 30 days. But both parties refuse to extend their so called rules therefore I have to pay for one full day. I will never use Enterprise again, and I am going to get quotes from other insurance companies after being an Allstate customer for 46 years. Good bye Allstate.

A day later, I got a call from the "manager" of Enterprise asking if I knew anything about the damage to the vehicle. I quickly replied, "No!" I asked, "What was wrong?" and he stated that he wasn't blaming me but the right rear bumper was hanging off. I said I returned the vehicle, paid in the parking lot and another employee even retrieved a lost wallet. "No, there was no damage when I returned the vehicle." "Well, were just trying to track down when it may have happened." "It didn't happen with me." Then he asked if I had insurance. I said, "Yes" only to find out later that it was liability only, so this wouldn't be covered. Oh well, I'm not at fault anyway.

Then I received a letter in the mail from the recovery department saying I'm being held responsible for damage to this vehicle! Can't reach the manager to this day. Haven't seen pictures, costs or anything else. They just want me to contact my insurance carrier or MasterCard company and report it. I disputed once and received a second letter. I think they are trying hard to just blame someone else for their mistakes and rip me off. I'm not having it. I've rented with Enterprise before and I think it's a crime what they are trying to do to me.

To date, Enterprise Rent-A-Car has never responded to my calls or emails. I am a sixty-eight-year-old male. I have been driving in excess of fifty (50) years, and I cannot recall when I may have ever filed an automobile insurance claim. As a result of their threats of legal action and tarnishing my stellar credit rating, I did file a claim for insurance reimbursement from the credit card company that I originally used to pay for the car rental. There is still a remaining balance for administrative fees, loss of use and diminishment of value. For a company known to rent cars that have been recalled for safety problems or leave 9MM semi-automatic pistols under the driver's seat left behind by a previous customer... That's all I'm saying.

I am very unhappy that these items could not be turned in honestly and Enterprise would hire dishonest individuals. They could've at least left the Christmas ornaments. I'm missing irreplaceable memories/photographs and $800.00 worth of camera equipment. Yes I made a mistake, but it sucks your employees didn't have the decency to turn in lost items.

Frustrated because my son needed a car for work, I figured I would drive the rental and my son can drive my car. So, we had the rental for almost a month before returning it. When I returned it, I was hit with a bill for $898.45! When I asked what it was for, they said it was for the extra insurance I had agreed to. I told them I had already paid for the insurance, and they told me no, it was charged on a daily rate. **? So I asked what did I pay $158.40 for, and they said that they are required to get the first week of insurance from me. That's not what the young man told me. What a mess.

I told the manager that I was led to believe that I only had to pay $158.40 for insurance and his response was that since I had signed the contract, I obviously had to know what the rates were. Seriously? Then, I got mad and asked why the young man didn't take off the insurance when, after I found out I was driving the car, I told him I had rental coverage on my full coverage insurance. He didn't have an answer; however, he said he would go over his paperwork and "see" what he can do and that I can think about my bill until then. Well, I filed a complaint with the BBB, and I am writing my story here. I will walk before I rent anything else with Enterprise.

Since their receipts conveniently do not break down the $245 charges, I called back later and asked if they were charging me for the early free day They looked it up and they did charge me for the free day. Is this a scam or an accident? Most I asked say it's a way they can pad your charges and hope nobody questions it. It's not illegal but it's dishonest. One more thing - I got home and looked up what cars and rates they have available online at Enterprise.com, and I see they have cars available for $22 per day! So they guy lied to me about $45 being the cheapest. Just so you know, Enterprise, my days of renting are over. I'm putting my money into my own car and driving it on trips from now on.

My story starts with that I was renting a car for Thanksgiving to go to my family's house in Connecticut. I discussed with the gentleman on the phone my plans and he told me that Enterprise had a $9.99/day extended rate on compact cars for the weekend. Awesome, I thought! This was feasible. I arrived on the date I booked and they had no more compact cars, so I was given a 2011 Toyota Corolla which is fine. The girl, Carolyn, told me she was new but was very sweet and gave me the same price, I think. Anyhow as we began to walk around the car, I noticed an abundance of what she called "surface" scratches and she told me not to worry about. Stupidly, I believed her.

When I returned the car, a gentleman was at the desk and immediately ready with my papers as I pulled in the drive. He busted out to check for damages. Sure enough, I saw him rubbing one of these "scratches". He came inside and said, "There's a dent; I need to have my manager look at it." At this point. I was in shock. I drove the highway for 4 hours, parked in a spot that the car couldn't be touched for 5 days and drove the highway back. Nothing happened to this car or could have. The manager went out there and they bent at all angles and decided they see a dent.

They began to tell me that 80 percent of their customers say they aren't responsible for the damages. I believe they probably weren't. This so-called scratch that is not even visible, if visible to them, it could not have been seen by me and the new employee, Carolyn. I still don't see it and I took pictures of this so-called spot. I told them I have no money to replace parts on a 2011 auto body and they held my deposit and claimed I lied about insurance. "No," I said, "I have insurance," and the girl knew nothing about how personal insurance coverage worked and admitted that. I blindly trusted this girl who sat at her desk quietly as I cried and my fiance pointed out their false statements.

They held my deposit, and said they would charge my card for the additional damages. I cannot begin to explain how horrible this scam is. They mentioned 3 times that I rejected their insurance. If I got in an accident, I'd have to figure that out but this car was pristine and untouched. I think they do this to all customers who don't pay their $18/day insurance. The manager there is Spencer and he thinks he's high and mighty. He asked me to sign the report about the damage. I declined as I will not put my name on anything stating my responsibility and he told me that didn't matter anyway, he didn't need my signature. Then why did you ask?

I am a responsible, professional citizen who was completely taken advantage of. I will continue to fight this legally, but until then do not give your money to these people, unless you have great coverage, and then they will put claims on your insurance and jack up your rates. Do not trust them. From now on, I'll be using Hertz!

When I started up the car, I saw the oil light on and asked if this car was safe and he said "yes". They have to have the cars ready so fast that they don't take the time to redo the computer. When I called State Farm Insurance to let them know about this car, they immediately called Enterprise and gave me a more reliable car. When I rented the first car, I had put in a full tank of gas and only used 1/4 of a tank. When I got into the second car, they told me that I had to pay for the gas used in that car. When I complained, they said okay bring back this car empty. I said "this has less gas in it" and they said there is nothing we are going to do for you.

I was so angry but there was nothing I could do at this point. I needed a car and left. I brought the car back on Saturday, November 24, 2012, approximately a 1/2 hour before closing. They went outside and looked over the car, came back in and said that I owed $339.14 for the rental. I almost had a massive heart attack right then and there. I am not working and I knew that I only had to pay for a full tank of gas, and $5.36 a day for the car because my insurance policy pays 80/20.

I asked where the other money came from and Buck **, the assistant manager, said "from $20.00 a day insurance on the car". I told him that I told the original person that I was going to use State Farm Insurance if anything should happen to the car and he said "no problem." But we have a coverage that if you are in an accident with our car and it is in the shop, you would not have to pay the full amount so I took the insurance. They wanted to charge me the $20.00 misrepresentation fee.

Buck ** saw how upset I was from all this and said, "I am sorry for the misrepresentation and I will take all charges off and all you have to pay is $85.51." I wrote out a check for the amount and handed the check to him when he tore it up. I asked why he did that and he said he changed his mind and turned bright red like a tomato and pushed the button and charged me the full amount of $339.14. He then said “It was 15 minutes before closing and if I did not want to walk to Honda Carland, I better leave the store now for a ride.” The other guy who was in the store with us was scared of Buck ** (William, his real name) that he had to ask permission to drive me to pick up my car. When I got to Honda, I had to call Amex to stop my card and reissue me a new one because I was afraid that he would put more charges on my card. Enterprise has false advertising that they value their customers.

The last and final incident happened last weekend when I reserved a rental from this same location. When I arrived to pick up the vehicle, the vehicle size I requested, they had given it to someone else, meaning I had to downsize the vehicle. On top of that, they still tried to charge me the same price and a different price from what I was given online. Thank Goodness, I had my confirmation email on my Android cell phone to show as proof. When I showed the agent that she tried to act like it was an error in the computer and stated "Oh, I see what was wrong." I even had a free upgrade because I am an NEA member but they didn't even give me that. I brought the rental back with the gas indicator showing pass a high of tank. I ensured this by cutting the car off and restarting it again to make sure.

When I received my online bank statement, I received only $72.00 of my $100.00 deposit for rental. I called the location and they informed me that they had taken the $27.00 out for gas. I then informed the agent that I know for a fact where the gas hand was and that whoever did the reading read it incorrectly. I then requested to speak to a manager but they refused to allow me to speak to one. I have had nothing but bad experiences from this Enterprise location and talking to others that have rented from this same location they have as well. I will no longer rent from this location again, but will resume my renting from the location in Monroe, NC where I have never encountered a problem. The reps there are very friendly and professional. The Rockingham, NC Enterprise location sucks! I hope they close down because they are so unprofessional in nature as well as ripping people off!

My last conversation on 10-1-12, I was told that nobody at Enterprise in Port Jefferson had the authority to get me that rate. At this point, Enterprise refuses to discount me the old rate I was promised and I have been misled just so someone could make a sale. The contract with Enterprise was for the time period between 7/13/2012 - 7/27/2012. The only amount that was supposed to be charged on the credit card was a hold for $100. I do not know where they came up with an amount of $2,850. There is no invoice, receipt, or any contract with this amount.

On Friday morning, I gave a ride to one of my colleagues and he saw a big roach in the car. I then started checking the car and found one inside a compartment on the driver door. I got to kill that one. I called Enterprise and reported the incident. I told ** that since roaches started appearing in my bag, I had blamed the school but then I realized that they came from the car. I also stated that this was my sixteenth year in that school and that I had never brought a roach home. In addition, I said that I was very clean. I asked him if I could get a car by 11:30 am. At lunchtime on Friday, October 26, 2012, I went to exchange the car. The district manager was the one who handled the problem. I repeated what I had told Mr. ** on the phone. Mr. ** started to make unnecessary assumptions. I felt humiliated as soon as he stated that I could have gotten them from the other apartments in the building I live in. Prior to that, the assistant manager had asked me if I lived in Hempstead. I told her that I live in Freeport.

When I told Mr. ** that I live in a house, he said that they could have come from my school. I reminded him again that in sixteen years, I had never brought roaches home, but that I was blaming the school at first because it seemed impossible to think of any other place. In addition, I told him that in those sixteen years, I had only seen three roaches in my classroom in three different school years. ** then said that he saw a little roach in the car, and that they would have to call the exterminator. He continued and said that an investigation was not going to be filed. Then he said that if I bring the other car with a roach, I would have to pay for an exterminator for both cars. I could not sleep on Friday night thinking about this terrible experience. At 1:30 am, I went down to the kitchen and there was a roach in the faucet. Between 1:30 am and 5:00 am, I went to the kitchen three more times. By then, I had decided I would not spend one more cent with Enterprise after the way I was treated. More importantly, I had roaches in my house because of them.

Saturday morning, I went to Enterprise and expressed what I felt about the way they treated me. I told Mr. ** that they should be the ones paying for the roaches that are in my house because I never had a roach in my house until now. ** was trying to defend the district manager. The conversation was going in a circle. He kept lying by saying that I said that the school presently has roaches. When I mentioned that it was inappropriate for them to assume that I live in an apartment in Hempstead, he said that I had said that I live in an apartment. I had no reason to say I lived in an apartment. I also told him I did not have a motive to say there were roaches in the car since the insurance company is paying for the rental.

Another of his fabricated lies was that he said I said that it takes me ten minutes to go to work. He was trying to say how I could bring roaches home if I was only spending ten minutes each ways in the car. I never mentioned any timeframe. It actually takes me about twenty minutes. And besides, I went to the doctor after work three times that week, so therefore I was in the car for a significant amount of time. I hope that whoever is taking care of this case would educate these managers on how to treat customers. Maltreating a customer is not appropriate behavior for a manager.

Three weeks after returning the car, I received a charge from Enterprise for over $114. When I asked about the charge, the rep at the branch that I called (Spencer) stated that it was for the toll, and that they charge $2 extra for every toll charge. When I stated that that extra charge was never told to me, he put me on hold for over 15 minutes to look for a phone number. After being on hold, someone else at the branch picked up the line, didn't say anything, but hung up. I called back and Spencer picked up the line again. I told him that we got disconnected while he was looking for a number for me to call. He couldn't remember where he put the number he put me on hold for, and he put me on hold again to find the number again. I was left on hold for another 15 minutes and then I had to hang up to attend a meeting (I was trying to resolve this while at work).

After my meeting, I called again, an assistant manager picked up the phone, and when I told him the situation, he stated that the line was bad and I told him I could call him back. When I called back, someone else answered but said the assistant manager was with a customer. I left my name and number and asked if the manager or assistant manager to the branch could call me back so I didn't have to stay on hold again. I never received a call back. I have experienced bad customer service before, same with everyone else, but this was by far the worst experience I have had in regards to addressing an issue. Each branch is managed differently, but it's hard to distinguish a branch from the company as a whole. Enterprise has lost a customer and I will make sure my network of friends, family, and co-workers avoid renting a car from this company.

When we got back to the branch, the man did not even look at the balance part of the bill, but immediately questioned, “Who’s ma… maa...” trying to say the name Madeline, which apparently he could not read. We explained that’s my grandmother with whom we live and pay the bills for. He said they couldn’t use this bill because the name didn’t match the credit card. That’s understandable, but he couldn’t tell us this the first time? So we go back home to find another bill, which is now difficult since most utilities are in my grandma’s name.

We finally find a phone bill with the correct balances. Instead of going back, I call on the phone; when the person we were speaking to picks up, I inform we’ve found a potentially usable bill. At this point, no one has mentioned anything about how recent the bill had to be, and the first thing he says is “What is it? 30 years old?” If that was a joke, it was poor. I informed him it was only 2 months back. Now, he counts, "July, August, September..." then tells us they’ll only take something from the past month.

Later, I call back having found another bill. But instead of wanting to hear it so I can make sure they can use it, he goes off about how we’ve been harassing him, being unprofessional in front of customers when we walked out of the location, when, by the by, we were the only people in the office at the time, and only said they’d lose a customer for not telling us what we need to know. But by this time, the last bill turned out to be usable and the location is 10 minutes from closing. All in all, of course it’s natural for one to get angry to keep having these bills be declined, but really the guy should have told us all the requirements the bill had to meet before giving us all this runaround hassle. As a side note, while waiting in the office, the guy was on the phone with someone looking for a truck and said this about the price for a weekend truck they normally run for 80...something, something … “But I can give it to you for 80.” Sheesh.

The dint your company is trying to charge me for is smaller than the 4 inches and I did not do it. This dint/ding was on there already because she went straight out to the car and found the so-called ding. The car was dirty so you would have to know where the ding was in the first place to go out and point it out. Your company makes money off people that do not get your insurance, which is crazy. Even though you are making money through our insurance company, you try to make these bogus claims on people knowing what you told the customer on the initial walk around of the automobile. I did take pictures of this so-called ding/dint, which is smaller than 4 inches. I am not and will not pay $375 for something your company knows I did not do.

If this is how your company does business, I will make sure everyone knows by going to the news to report you, in addition to reporting you to the Better Business Bureau and putting this information on the infamous social media so everyone will know what kind of business practices you are conducting. I guarantee it will get around very fast and to millions of people. This is crazy! Greed will make you or subject you to do anything. I gave your customer representative one of my business cards. I work for a law firm that represents some of the well-known insurance companies. If I have to get them involved, they will make sure that your business practices are revealed, as far as their bogus claims are concerned.

I took pictures of the car when your employee dropped me off at the shop to pick up my automobile. You can ask the person who dropped me off to confirm that I took pictures, which will show that you made up a bogus claim. The picture I received from your shop have to be old pictures you used on another customer or your people did it just to get money out of me. The pictures I received had the front bumper smashed and the side fender dented. These are old pictures your company keeps on file to extort money out of people which do not take out additional insurance through your company. It is a shame a company of your standards resort to tactics like this.

When I asked why the company would confirm a pick-up time if he would refuse to serve the customer, he had no responsive answer. He admitted other branches of the same business might be able to help me if I could get there within 1/2 an hour (the nearest was more than 30 miles away) but he refused to give me their numbers or contact any of them for me to see if they would be willing to honor his branch's reservation. When I asked for his manager's name and contact information (for help, advice and/or redress), he refused saying, "I'm not going to tell you my manager so you can get me in trouble." Finally, when I asked him for his name, he refused to give me his full name so I could identify him. He spent more time telling me why he would not perform his job than it would have taken him to accomplish the task!

Heretofore, I have made a point of renting from this company because of the convenient location, but this representative has changed my mind. I have never seen a more ill-trained, unresponsive and disagreeable employee in the customer service industry in my life. As a result of this man's refusal to honor his employer's confirmation, my husband and I are severely inconvenienced and unable to complete our routine business until we can locate a substitute vehicle.