Enterprise Rent-A-Car Reviews

No discussion: pay or they will not unload. I agree to pay to get my possessions unloaded. The increases are for start work time, at my location, 1 pm, as quoted vs. when leaving NJ, 8 am (5 hours more), and return to NJ, 4 hours standard as quoted, or 6 1/2 hours travel. Total over charge was 7 1/2 hours at $85 for a total overcharge of $637.50.

My mother's checking account was debited the remaining balance which was almost $900 on 12-6-07. She has been at the Enterprise office in Covington twice trying to get this matter resolved and no one seems to care. Preston and another gentleman keep telling her Steven Porter has to give her the credit. I've been trying to reach him since 10am, it is now 1:30 and he is STILL helping a customer. This matter needs to be resolved immediately. My mothers account is screwed with several nsf charges that need to be refunded, as well as the $144 she paid to drive the rental car off the lot! Permanent General said all 36 days should be billed to them. I dont understand what the problem is. Enterprise needs to explain to their employees how to handle themselves in a respectable and caring way. Absolutely no customer service AT ALL and it isn't fair!

I have been contacted, and they said since I did sign the contract that I was fully responsible for replacing the front windshield. I strongly believe this occurrence did not happen while driving this car, but instead when others pay optional damage waiver fees. It doesn't matter how they return the car; they are not responsible. So therefore, when someone else rents the car, then they want to charge the damaged fees to new renter.

Will have to pay for installation of new windshield.

I intend to pay the claim to protect my credit rating, but I also plan to picket the ERAC location.

When I returned the car the Enterprise manager told me that I can keep the car for another week. That means they know that I was supposed to get the car that cost $20 a day for 30 days. That is the maximum of $600 that my insurance will pay. I am very upset. Enterprise should give the customer the car they reserved. I didn't ask for upgrade. I try to explain to the manager but she keep saying that I signed the paper so I have to pay. I asked for the person that gave me the car on that day. He was no longer works there. I told my story to several friends. They told me that I have to watch out. Enterprise always gives a different car (the more expensive one) to the customer other than the one reserved.

I have to pay $500. I think this is not right. Enterprises took advantage of me. I told them I'm willing to go to court. But the manager told me they have my credit card. She makes it sound like I have no way out.

Will have to wait over 2 years to re-apply to the ALBAT program. Will be out the $25 app fee to ALBAT and also out the $230 spent on obtaining this so-called high school diploma. If I do not go to this trade school I will not have work.

We did make it back but will NEVER rent from Enterprise again. Especially, not from a 'franchise'.

I called roadside assistance and they said they would be at least 1.5 hours until they could arrive to see if a jump would start this car - which also seems like an unacceptable timeframe. Now I am still stranded at work which is an hour away from my home! I would expect better service than that since I have rented this car for 5.5 weeks; but instead she worried about helping the 4 people in the store. I don't feel I should have to wait at my work for approx 3 extra hours when she could have easily had her co-worker ride with her to drop off that car at 6 pm. I want someone to know that their representative was rude and snotty. As of 7:10pm no one showed up!

At 5:45pm we went to Enterprise to see the damage and were told the car had been repaired with a new windshield and re-rented. All this in less than 6 hours. We were not allowed to see the repair order and were told the total cost was over $200.00 but we could not see the windshield. So in 6 hours, they replaced the windshield, not giving time for the windshield sealer to seal they re-rented the car.

On 12/11/01 I received a phone call from Tanya Pebbles, Loss Control Specialist at the Tualatin Regional Office, informing me that I owe $228.22 for a broken windshield. I was shocked; not only was there no damage done to the rental car while in my possession, but nobody from the Salem office had bothered to call me with such information. I asked for details and was informed to call the Salem office. Since my agent was not available, I called Speedy Auto and Window Glass to ask if they still had the damaged windshield on hand for me to view. They already had gotten rid of it, and the lady on the phone refused to give me any further information regarding this matter.

Frustrated, I called the Salem Enterprise office back and spoke with the manager, asking her why I was not called after discovery of the broken windshield. Her reply: "We're in the business of renting cars and need to get them back on the lot quickly or we lose money". I did not receive details regarding the windshield damage until I finally got hold of my agent, Tonya. She informed me that there was a 4" crack on the lower center of the windshield. I asked for pictures to see the damage and was surprised to find out that none were taken.

Again I stated that I had dropped off the car in same condition received on the close of contract on December 6th. She said that I was responsible for the car until the next day if dropped off after hours. That reply was shock number two. In no way, shape or form was I ever informed of such a policy, nor did I ever sign anything agreeing to such a policy. I would NEVER have taken advantage of that special service would I have known! As far as I was concerned, I had met my obligations by following the last and only rule posted on the drop box: 'make sure key falls all the way to the bottom'. It might be important to mention that the walk around Tonya and I did was not only done in the dark, but it did NOT include a windshield inspection.

As a matter of fact, Enterprise Rent-A-Car, no matter which agency I have utilized, has never included a windshield inspection in their walk around. My letters to Enterprise Rent-A-Car fell on deaf ears: the same canned reply insisted that I owe the money and if not paid up I would be turned over to a collection agency. I wrote back again, informing them that I would have to take the next step now, which included a report to the Attorney General's office and the Better Business Bureau. The Better Business Bureau contacted Mr. Neary, who replied to them with a copy of a contract which, in Paragraph 2, states that after hours drop off's are responsible for the car until opening of business the next day. I immediately sent the BBB a copy of my contract, which did not have anything about after hours drop-off included whatsoever!

In the meantime I had received a letter from the Enterprise appointed Collection Agency, plus messages at home and at work from the collection agency. I sent a letter to them requesting not to be contacted anymore and that the case was in negotiation with the BBB. I also stated that I had no intention to pay for something I did not do and did not happen during the duration of my contract. The collection agency did not contact me anymore alright, instead I got served a notice from the Small Claims Court in behalf of Consolidated Credit Services, Inc.!

I disputed the claim with First USA ... they reversed the charge. A couple of months later I received a letter stating the charges would be reapplied. I am so frustrated. First of all my limit is only $1500. I was prudently trying to reduce my balance when this $1380 was fraudenlently applied to my account. How can this be resolved?

I then returned to Texas on a 6:15am flight that same day. On June 10, 2002, a $463 charge was posted to my account. When I called Enterprise and talked to the supervisor (Jason), he told me that there was no way the car was returned on May 28. He said it was returned on June 10th and to this date has not been willing to only charge the $40.00 that is suppose to be charged. I have faxed him a copy of my plane tickets to show him that I left on may 28 (as per his request) but he still will not budge.

In the past two to three months I have gotten cars with, flat tires, roaches, defective exhaust, rattles coming from underneath, etc. The Pontiac Van I am currently renting has the "change oil light on" and a loud clunk when you go over bumps. The previous Dodge Van I rented had the exhaust fumes coming in through the ventilation. I exchanged the Van for a Ford Windstar that was dirty inside and had roaches in it. Then they exchanged the Van a third time and it turned out to be the same van with the exhaust fume leakage coming through the ventilation system.

I was told by the rep on duty that this was not the same van from before, and in fact they did find out it was tampered with or was the seal was rotting around the manifold. He assured me that it was not the same Van as before. In fact he went on to say that the Van with exhaust coming through the A/C was sent to Fort Lauderdale, Florida. Well It turns out, he lied, it's the same van with the same problem.

My friend sitting in the back said that there was a noise from the back brakes. I called the branch from where I rented the car from and they said "it is probably nothing but bring it in to look at it." We told them we were in Union City and they gave us the nearest address. By this time it was already 535pm and they asked me to call that branch prior to going there. I called on my cell phone but no one answered the phone. The traffic was very heavy and I could not have made it to the branch before 6pm. I then asked my nephew to try out the car but he said that lots of cars make noise it is not necessarily the brakes. We took off at 6am and drove to LA/Vegas since I had guests from England visiting. The car seemed unstable and somewhat noisy but we were able to drive thru Salinas. There were no Enterprise branches open that early in the morning so we continued on to San Luis Obispo.

When we reached the gradient the car shook, the brakes did not hold there was a loud grinding sound coming from the back tires. The driver had to let go of the steering wheel since it was shaking too hard, tried to go to a lower gear but was not able to control the car. Fortunately there was not too much traffic but there was a big truck hauling fuel in front of us. As the road leveled off the car slowed down and we drove to San Luis Obispo to find an enterprise branch. We got to the branch approximately 1215pm and told them what had happened.

They sent us to their garage, in the same car, and said quote, "If the brake job takes more than 20 minutes I will give you another car" unquote. We took it to Wayne Tyres and Bill Huffman had the mechanic drive it. He returned and raised it up and took the tires off. When he saw the rotors he called the other guys to take a look. There was brown dust coming out it was brown and rusty no brake shoes at all. The comment he made to the manager was "it is metal to metal and it will take on hour to repair."

The front brake shoes were changed too. That means we had metal to metal in the back, NO brakes in front either. To add insult to injury the cigarrette lighter was not working therefore we would have been unable to call for help on our cell phone had we survived the crash. When we called the other branch they said there were no cars available. We waited 3 hours not knowing whether it would be fixed that day or not.

On July 23rd, I returned with the car, paid for the rental in cash, and thought nothing more about the transaction. Yesterday I received my credit card bill in the mail. The company had charged my credit card for the total (about $100) even though I had already paid them in cash. I had specific personal reasons for not using the credit card for the transaction, that, in addition to being double-charged made me really upset.

I called the company and they said they would research the problem and call me back about it. Despite this particular office's track record of not calling back customers as promised and not seeming able to locate reservations that have already been made, they did actually call me back. I spoke with "Jeff" (who was probably the same guy who took my cash payment, but he gave no last name). He explained that somehow there hadn't been a receipt for the cash and so, at the end of the day the manager had charged my credit card account. They already had my signature on an authorization slip because of the deposit. He said they would credit back the charge onto my credit card bill (I am still waiting for that to happen but have no reason to assume it won't).

What makes me angry, however, was that they did not bother to apologize or even acknowledge that they had made a mistake and caused me a lot of frustration and trouble. Apparently, this sort of thing is a normal part of the operation of their business and I am supposed to accept that it is my fault for believing the representative who gave the impression that the office was competent and capable enough to take a cash payment. If I had not carefully scrutinized my credit card bill, apparently they would have never noticed the error. They gave me no reassurances that this would not happen again, nor apologies.

The vehicle pulled hard to the right causing my husband to have several near misses with pedestrians etc. Calling the Enterprise office and informing them of the car's alignment problem again caused a "no discount" comment. My husband went off the right shoulder in the car, called Enterprise to come pick it up because he feared for his safety.

After I signed off acceptance of the rental my mother and I proceeded to drive 40 mile north to town of Stockton. At first the car seemed ok. However, as I started to accelerate to 55 mph a truck was attempting to come into my lane and I immediately applied the brakes. The car steering wheel shook violently and the front end shimmed to the right into the #2 lane. Luckily the car in that lane avoided hitting us. I took my foot off the brake and regained control until I could safely slow down to 40 mph and move to the right hand lane. Even at 40 MPH the car seemed unsteady when brakes were applied.

We managed to get to our intermediate destination, Stockton and immediately called the Stockton branch of Enterprise to report a safety problem with the car and to request a replacement for our trip home some 70 miles away in San Jose. The receptionist at the Stockton Enterprise told us she did not have any cars available for us in any of the 4 locations in Stockton and that she would call me back on my cellphone.

One and a half hours later, having received no phone call, I decided to call Mike at Enterprise in Turlock to request immediate action on the safety issue with the Chevy. He put me on hold and contacted Kevin, branch manager of the Stockton Enterprise location. Mike came back on the phone and said that Enterprise had no cars available but the he would direct us to a Firestone repair shop for a "quick brake job" on our rental car and that our wait at Firestone would not take more that half an hour.

I explained that I had rented a car from Enterprise and not a brake job for the unsafe car. I demanded that immediate action be taken to avoid an accident and informed him that my elderly mother was suffering from the 106-degree temp outside and needed to be driven home ASAP to take her medication. Mike put me on hold again and spoke to Kevin. Mike informed us that "they would take care of it" at Stockton.

On the way to the Enterprise location I called Hertz and requested a rental car, which they said was available at their North Stockon location and placed it on a hold for us. My intent was to drop the car off at Enterprise and asked to be taken to Hertz. When we arrived at the Enterprise Stockton location Kevin, the branch manager, seemed unconcerned about safety issue with the car and asked if I and my elderly mother would go with him to Firestone brake shop to prove that the car was safe. This conversation was occurring outside the Enterprise office in 106 degree heat while my mother is sitting in the car with the ignition off.

When I informed Kevin that my mother was suffering in the car and that Hertz had a car available, he informed me that he had talked to Hertz and that they did not have a car available. He also stated that he could not offer my mother and me a ride to a "competitor." Noticing my mother's weakening condition I became quite angry at Kevin's delaying tactics. Kevin offered a Geo Metro and we declined the car insisting that we be taken to Hertz. Kevin had a retort for every issue I brought concerning the situation at hand. It seems that this Enterprise location had been through this before.

I called Mr. Transmission on Friday stating that I would need the rental car for another day. They approved it and said that they would call and authorize the additional day. When I turned the car back in on Sat. 07/15, I was informed that I could not get my check back because it was deposited into their account. They further stated that I would be mailed a check when they received confirmation of the second day use and payment from Mr. Transmission.

I thought they are using my money (over twice the bill) to earn interest while I fight to get it back. But I bet they would not give it back to me with interest. I wondered how many customers it would take to make this a very lucritive business practice. I asked for a national customer support number and was told I had to talk to LYLE H and was handed a business card.

I left Enterprise, but the more I thought about this the more I was sure something was not legal about this transaction. I tried calling Mr. H but was told he was not available until Monday. I went to Mr. Transmission and asked if they could help me. They called Enterprise while I was standing there. When he hung up the phone, he told me that they said they would release a check to me on Tuesday and I should receive it a few days after that. They have tied up my money from my checking account for over five days before they even send me a check without disclosing that this might happen. Is this legal?

I am currently waiting for my refund, but in the meantime I can not utilize that $100 nor earn interest off of it. I was embarrassed at how upset I was at not getting my "held" check back and frustrated that nobody at Enterprise could assist me today. They don't keep blank checks at the office but they sure were quick to take my money.