Enterprise Rent-A-Car Reviews

Then the next business day, I was charged an additional $136! I visited their office, and they "said" there was nothing they could do there, it was corporate. I turned the car in, and was without transportation. The next day after turning the car in, I was charged ANOTHER $136!!! I DO NOT KNOW HOW THEY CAN DO THIS. They have now used the money I had to buy medications and pay bills and I have nothing left, and do not have the car.

Monday Morning 11/06/23 I received a text message from a branch manager threaten me about returning the vehicle. I texted the lady back which is The area manager (715) area code stating that she does not have to threaten me and a simple phone call will do. Great if you would like to speak to me about this matter and left my telephone number. Well she called me and she was very hostile and disrespectful to be an area or branch manager. She was very argumentative and tried to belittle me due to my nationality. We argued and had words and I feel that I was placed on the DNR LIST for personal reasons not because of the rental but because this branch manager couldn’t take the fact that she can not call people not text them with threats about calling the police over a small misunderstanding of a payment.

I have spent $2,720.06 just for this rental. There was a minor issue that could have been resolved better than what it was. I am in Wisconsin from Mississippi to work and being on the DNR LIST is hindering me from my jobs and this was my means of transportation. I will seek legal action if I have to for this type of negligence to stop happening to people of color. We are held accountable due to others actions but we are ALL NOT A LIKE. I tried to reach out to the risk department (262) 544-8300 which they never answer the phone so I really don’t know why they have these departments for this to be a big CORPORATION all over the world. The staff is unprofessional and is sad that we spend our money to be treated like garbage. I have to plus accounts and I been renting from Enterprise for over 11yrs

Meanwhile, I needed to be at work. What do they do this time around? The same thing, no car there and not what was asked for!! They gave me a damn mini van that swallows gas. I told them that I specifically wanted to avoid this if they had called me ahead of time, what do they do? NOTHING!!!! They look at me like I’m crazy and say, "Well our system was down." No apology!!! They did nothing to make it right. Before I left the manager says, "I can get you the right car tomorrow, I’ll call you." Well, needless to say it’s been 3 weeks and nothing. Meanwhile the damn mini van is draining my pockets for gas. Never again, I’m done with them.

I stated that we drove over 57 miles on the spare, and the manual instructed no more than 50. He said, "Well, I guess a couple more miles isn't gonna hurt then." They stated if we did not fill up the vehicle, they would have to charge us for the difference. The staff there were not sympathetic to our situation, abrasive in their communication, and confrontational with their attitude. I have always rented from Enterprise, but I think this will be the last time.

I was told to "ignore the tire warning light" because it had new tires. It also had a big dent in the side, a front bumper that had to be knocked back into place frequently to stop the rattling that occurred every time it started to come loose again, holes in all the seats, and plenty of dirt and dust which made a cloud when I tossed my belongings in the back seat. Prior to departing on my business trip, I had to clean the massive amount of bugs off the headlights and windshield to be able to see.

Backing up was another adventure - the rear brakes made a deafening horrible sound every time I put the car in reverse then applied the brakes. Did I mention how terribly uncomfortable this car was? I had to stop every few hours (on a 9-hour drive) because my back and leg hurt so bad driving what my coworkers and I dubbed "The Blue Poo."

After enduring 2-1/2 weeks of driving this uncomfortable, unclean, unsafe car across multiple states, I was overjoyed to be able to return it and never have to see it again. However, when I arrived at Enterprise, there was NO ONE on site - just a sign on the door stating they'd stepped out and would return soon. After waiting nearly half an hour and trying to call multiple times, I gave up and left after leaving them a note explaining I had to get back to work and would return the keys later in the day as my schedule allowed.

On my second trip to Enterprise that day, I mentioned my earlier visit attempting to return the car and that I waited as long as possible. The only response was "Yeah, we were all gone"... As if all the above was not bad enough, when I got home and received my emailed receipt I discovered they overcharged me - I was charged for the standard-sized vehicle I reserved instead of the compact Blue Poo I got stuck with.

I will NEVER do business with Enterprise again. I filled out the survey they sent me after I returned the car and chose the option to have someone contact me because of all the issues. I've received ZERO contact. I will definitely be making my employer and our travel service aware so that they can make better choices when selecting businesses to partner with for our company's travel needs. Maybe the Enterprise location in Ada, OK thinks that because they're the only rental company in town that they can overcharge and treat their customers poorly. They're wrong.

Found out they lied about the recall, the recall for what is said was in 2020, other places have this van available, strange. Now I have no van, no recourse, no customer service. When I asked to speak with a supervisor I was put on hold for 20 minutes and no one ever came back to the phone. If this is the way you all conduct business it's a shame! I paid almost 3000 last year for a van for 4 days and am willing to do whatever to make this happen this year but since I couldn't even get a person on the phone to help me, well.... As a travel agent I find your procedures to be very unhelpful. If you're planning to rent from Enterprise I highly recommend you find somewhere else, they are not reliable or dependable when it comes to vehicle choices and availability. Non existent, rude customer service agents that are not kind and do not want to help.

There are franchise locations where the people are very nice as evident in Sanford NC where the people really wanted to help me and did but you'll turn customers away if corporate doesn't do a better job! Maybe you have too much revenue from dealerships to care about the little guy. Remember the little guy is who helped you get to where you are now. I sincerely hope that you improve your service or just don't do regular rental and stick to your big money now! Ultimately I found a van through Budget Rental, try them instead.

One of many times I called to dispute these issues and cancel the insurance I talked with a representative that I could hardly understand due to language issues but he assured me that these billing issues would be resolved and gave me a phone number and Inconvenience Case # to follow up. If this call was legitimate it apparently wasn't recorded and definitely not acted upon. I have called and left messages 10 times without a call back or resolution of any kind. I also submitted a grievance message on their website “Submit a Problem”.

I was overcharged almost $1,000 for the car as well as insurance on the vehicle. This whole experience is appalling and unprofessional, from reservation to post-customer care, in the way it has been ignored and mis-handled. I will not ever use this company again, though I had plans to start using them every other month with new travel. https://enterprise.ehcustomersupport.com/en-us

So on 10/16/2023 I get a call from Enterprise stating oh they have a serious recall issue with my rental and it needs to be swapped out. So me understanding safety and policy I stop what I’m doing a hour away to have the car returned promptly. So I get to Enterprise with my family to get the car swapped out. Only to be taken to a car when I first approach makes me take out my phone to take pictures. I start to record the dents and dings on the car and the bumper. Basically car looks like it has body damage. So I started to record so that when the car is brought back they won’t say it was from our rental. So the rep N for short opens the door to the car and it smelled horrible. The car had a really heavy smoke smell I mean awful. My children and I took a step back like omg.

Then to further examine the car to see it’s cigarette holes all in the backseat on the front's seat and the floor under the driver's foot area was torn up like someone’s dogs had ripped it up. At this point I’m disgusted and highly upset. I’m looking like is this a prank or something. So I told N this isn’t acceptable and that the smell of the vehicle wasn’t pleasant and we couldn’t take this car. I explained This isn’t comparable/comparable to what we were dropping off. N says, "No problem. I understand. I will get you another car the one next to this one." So he walks off and then another employee is seen walking past us with attitude with a unpleasant look on her face. At that time we didn’t know who she was. Had never had any interaction yet. Seconds later she walks up asking what wrong and we look at her like, "Are you serious."

So we explain to ** the manager who never even properly introduced herself but we learned her information from another employee. Right off after explaining you could see the frustration in her face. Then she goes on to blabber that she doesn’t have anything else. All of the cars on the lot are under recall is what she stated. I urged her to try and find us another vehicle because of the Odor and condition of this car. She starts saying things like, "This all I have," immediately in disagreement to trying to find another vehicle. So at this point we are going back and forth in the parking lot. I have my children and it’s cold.

She finally say, "Oh I can have it cleaned." I’m like this should have been done. I asked her, "Do you know how hard it is to get out a smoke smell." Then I told her this was ** unacceptable and to get that trash car out of my face. She then tells me basically if we don’t take that car she isn’t providing anything else and proceeds to walk off. At this point I’m telling her she is very unprofessional and rude and she wouldn’t rent that car for herself so why expect me to put my family in it. She then gets inside the building and lies to say she was threaten which was a lie. She then says she didn’t like the way I spoke to her and I told her I didn’t like the way she has spoken to me either. "That don’t take the fact away you tried to put us in a dirty stinky banged up rental car."

So she basically closes out my rental and threatens to call the cops if we don’t leave the establishment. After speaking to the cops about the ordeal he stated he didn’t blame me for feeling the way I did about the service and that was that. Make a long story short I called a few enterprise rentals and they stated she didn’t call them to check for accommodations which is the normal procedure and the treatment we receive was not a reflection of the overall Enterprise Corp. I’m like dam right it isn’t. My family and I have rented from Enterprise on many occasions. The treatment we received today we will definitely make sure nobody gets treated this way from this employee ever again. I’m disabled and my son takes medication and to be so far away from home and to have this happen was really ridiculous.

I still have personal items in the old car. My E-ZPass and PLAC card because as I was waiting for the walk through or sign off on the vehicle N took us to see the other vehicle. I have pictures of the car. I will be forwarding to head quarters of the condition of the car In question. Oh and another thing when you call people to get involved in matters that don’t pertain to them IE the guy from the sub shop lol it only makes matters worse. So let’s be happy things didn’t get out of hand. Just a word of advice for the staff. You could have put many people in danger. It’s just sad in many cases the wrong people are put in management and ruin it for good businesses. Just remember Everybody isn’t just a customer. The car referenced in article Blue Corolla tag **.

On Saturday, September 30, 2023, documents were received stating that they we owed $1,940.35 for repairs to the vehicle. How in the world are we responsible for repairs to damage that resulted in this vehicle when we did not cause the damage? In renting a vehicle, it is expected that it be well maintained. It is not our fault that Enterprise does not keep up with the maintenance of their vehicles. Someone at their end needs to be held responsible because they are not doing their job and now they figure they will make easy money off of us.

We have rented from Enterprise before in our travels but after this experience we will no longer rent from them. We decided to file this complaint to make others aware of what Enterprise is trying to pull and so that they may know that customers will not sit idle while they try to make a quick buck. The public needs to be aware of their POOR service.

Up until today, A WHOLE 6 MONTHS LATER, I get a letter from a COLLECTION AGENCY. No other letters from Enterprise regarding an unpaid account before this... I am now in collections for something I was told by both parties, was taken care of. Not only is my credit now affected, but I shouldn't have to keep playing tag with these 2 companies and their lack of communication. I will be calling the Ombudsman today, as well as legal advice, regarding both parties.

Original review: We rented a car for to travel for our 40 year Anniversary. The next day the car our car had a mechanical failure in the Nevada desert. No help from Enterprise or AAA. (We made 27 calls for help over the next 24 hours.) We were left for 3 hours. Finally told "No one is coming." Abandon the car and called 911. It took another hour for him to arrive. Rode in the back of a Highway Patrol for another hour. Had to leave some things behind, they wouldn't fit. Got to a town. Sat on a curb with our luggage. No help again! After 2 hours. I was told "You're on your own. Find your own ride or get a room and try tomorrow!!"

We found a hotel room and paid a pizza guy to take us there. Our Anniversary dinner? Cupcakes and Ritz bits from a gas station. Next Day.. NO ONE can pull off roadside assistance?! WHY? WTH!! We finally "found' and paid for our own LYFT to get a replacement car in Reno. 5 days later on our return trip, we saw that car still parked where we left it off the freeway. We tried to make the best of if that week but when I saw that car still there I saw how little anyone really cared about us or that car. It was ABANDONED just like us.

Sam from Salt Lake Enterprise thank you. You were the only person cared about what happened. Although your Manager tried to help... Honestly I was insulted he thought my expenses and experience would be covered by the "free rental". **!! I insisted No Charge for the rental. He did agree to ship our things and to "compensate" us for less than we actually spent. Now I have to wait for a check? What a horrible experience.

We get downstairs and they don't have any cars. There's none. Zero. They told me to come back after 8 am. My AirBnb was in DT St Pete. After trying to understand what the hell was going on, asking how much the Mustangs out front they're showcasing are, clearly they have cars, just none for the "poor people." The literal 4, FOUR, people they had working behind the desk just stared at me like I was stupid, after I'd just paid over $600, they see me there with my children, so they finally offered me a refund to which I accepted, I walked out of the building and I screamed at the top of my lungs. I was exhausted, traveled all day for this? Well they actually threatened to call the police on me and demanded we leave immediately. I said well maybe they'd give us a ride. ‍

Nope, we took an Uber to St Pete and then I began to use Turo. The owner of the vehicle I rented from brought the car directly to me when I rented it last minute and described my situation. Enterprise is awful. Even as I was down there arguing with them, there were still more people coming down to rent cars that weren't there. Wtaf. #turoforlife

If Enterprise has an issue with your reservation, they will not call and let you know that either. They will just ignore the issue and let the pieces fall as they may, even if that means leaving customers stranded and screwing up the schedule for local repair shops. My husband and I both lost work days and were unable to get our car repaired in a timely manner due to two different stores inability to communicate and lack of training.

On our return day they called us to say if we don't have the car back by noon they will charge us an extra 2 days! Once home I called to find out what the claim was and they said it was a hole in the windshield. We had no recourse. The multiple people we talked to on the phone were rude and unprofessional. Except the last fellow who was at least nice but couldn't help us. Customer service does not exist at Enterprise and they can charge for whatever they choose! Beware!

They told me up to an hour for a truck to come give me a jump. So I just got their crappy car and now I had to wait for them to figure out how to fix it? Great. 60 minutes passes. We are well in to nap time. Things are getting real and still no roadside help. Still 95 degrees. I call again and the nice lady decided to lie to me and tell me 15 more minutes. That's the thing. They tell you whatever to get you off the phone. Not considering the situation you are in and paying for. Note - they did tell me a $55 service charge would be added to me bill. 20 more minutes passes. I call again and am in tears. The person on the end of the line this time chooses honesty and tells me at least 90 more minutes. My kids are literally overheating. I tell her we are no longer safe, we are leaving this car. She gives me the address for a "closer" Enterprise location and tells me to take the key for the car there.

We get an Uber and head to the location which is about 15 minutes away. Just so grateful for some AC. The Uber drops my family off at the new location and I go inside and wait in line. When I get to the front they tell me they are on a different "system" than the airport location and we need to go to a different location closer to the airport. I call the Uber back and load up the kids and car seats again and drive to the next location. This time I was smart enough to ask the Uber to wait. I go inside and the staff member there was very nice but said the exact same thing. He indicated if I wanted my Uber ride to be compensated I had to return to the airport location. I wish the original roadside assistance person had just sent us back there or I had insisted we go back there. But here we area. 4 hours in and WAY past naps with my two babies. I was really just ready to go back to the airport and fly home.

We were headed 2 hours south to the Keys and we wouldn't be in until late. First world problems. So onward to the airport Enterprise location. Our 4 Enterprise visit of the day/ The Uber driver indicates he can't go to far into the parking garage so my husband, kids, luggage, Stroller, and car seat are waiting in the traffic lane of the garage while I run into the office in the garage. And there is a line 3 people deep. So I wait. I can hear my 2 year old screaming and throwing herself to the ground in the middle of the garage. She has had no sleep, it is hot, I kind of want to join her. Finally I get another vehicle and they comp me $100. Gee thanks.

The kicker is when the tow truck driver calls me an hour after we left with the new car to ask where the key is. He says he can't tow the car without it. Not my problem bro, click. We honestly were so burnt out by the whole experience that we didn't recover on the trip. My kids were perpetually exhausted, and my husband and I were perpetually frustrated, bummed, tired, you name it. It really did ruin the trip. And the lack of care by the roadside assistance staff is frankly immoral. I will never rent from Enterprise again. I will holler from the highest mountain and post wherever I can this story to warn others from any similar experience. That is the only thing I can do to make the trip worth all of this effort.

On August 14, 2023, we were driving from Venice Beach to Kissimmee and again we were besieged by rain. This rain was not nearly as severe as the storm from earlier in our trip. Nonetheless, the lack of vehicle control returned. Perplexed as my husband was, he decided to look over the vehicle and saw the condition of the tires. The next morning, my husband called the local Enterprise office located on Orange Blossom Trail. He spoke to a gentleman named Hector. Hector told my husband to bring the car in and we would get a replacement vehicle.

Once we arrived at the OBT location we spoke to an Enterprise representative named Evan. Evan told us that the OBT location hadn't any replacement vehicle for us. Evan said that our choices are to either go to a Pep Boys or a Firestone to have the tires replaced or to go to the location at Orlando's Airport. Evan went on to say that the Airport is the largest Enterprise rental location in the area and they would have a replacement for us. As directed, my husband and I chose to drive to the Enterprise in Orlando's airport. We really did not want to deal with a car repair shop during our vacation.

When we arrived at the next Enterprise we spoke with the station manager, Robert **. Mr. ** told us that he did not have a comparable vehicle for a swap. He offered us either an intermediate sized vehicle or a pick-up truck. The intermediate size would not be able to fit all our luggage and the pick-up would leave our luggage exposed to the elements, as the storage space would be an open truck bed. Also, my husband and I thought that either of these vehicle choices would not make for a comfortable return drive to NYC. Mr. ** also suggested taking the truck to Pep Boys or Firestone. My husband asked if we went to either of those auto repair establishments, would we be expected to pay out of pocket in lieu of reimbursement. Mr. ** assured us that we wouldn't need to do that. He said that all we needed to do is tell the service shop that this is an Enterprise vehicle, show them our rental agreement, and they would take care of us.

Shortly after leaving Orlando, we decided to pull to the side of the road and call Enterprise directly. We were already misdirected twice and wanted to verify if the information regarding the repair shops was correct. After dialing Roadside Assistance and going through the prompts, we were connected with a representative named Elizabeth. During our 40+ minute conversation with Elizabeth, she informed us that if we brought the car to either auto repair establishment we would be covering the cost of the new tires. Elizabeth redirected us to the OBT location to get a replacement vehicle. We told her that we were turned away from there and she put us on a short hold to see if they had a car for us.

As expected, Elizabeth returned to the phone call to report that they did not have a car at OBT, for us. Elizabeth then told us to go to Orlando's airport for a swap. We told her that we tried this. Elizabeth insisted that we did not succeed in getting a replacement there because we did not go through Roadside Assistance. Now that we are going through RA, they will accommodate us with a car to swap. Chagrinned, my husband stated to Elizabeth that he did not want to drive back to Orlando and fight the traffic on that trip again. My husband mentally relented, as we were running out of options. Elizabeth placed us on hold again, and then again returned empty handed. Elizabeth said she was going to escalate this issue to management and would call us with information on where we could swap the vehicle. Now in a livid state of mind, we drove back to our hotel.

After some time, and no return call, we decided to call RA again. We reached a gentleman, whose name escapes me. He told us that RA tried to call us some time earlier but they failed to reach us. Regardless, RA said that they could not find a comparable vehicle to swap and put us in touch with a manager of a nearby Enterprise office in the Orlando Rosen Center Hotel, named Norm. Why we were given to Norm is beyond my understanding, but we spoke with him, as well. Norm could not help us but he did say that the information Elizabeth gave us regarding the repair shops was incorrect. We could take the truck to either Pep Boys or Firestone. He went on to say that we could also take the truck to Tire Plus or Tire Kingdom.

After finishing our phone call with Norm, my husband called the local Pep Boys. Pep Boys said that they couldn't help us today and that we should just bring the car in at 8:00 A.M., the next day. The gentleman at Pep Boys said that they would need to examine the car, come up with an estimate, and then apply to Enterprise for approval of the expenditure. Hearing this was quite disheartening. We already spent the bulk of our day (10:30 A.M. until 4:45 P.M.) dealing with this problem. Now we need to take a second day away from our vacation to attend to a safety issue with our rental vehicle. We called the Staten Island location to complain.

After hearing that we were given a dangerous vehicle to drive, they offered to credit us one day. Flummoxed, my husband pressed the issue, where the SI representative said that the manager of that office would credit us two days. My husband responded that although the the two day credit might seem generous because we were essentially without the vehicle for two days, but this does not take into account that our travel plans have been disrupted, and paid for passes and amenities could not be used, all because we needed to drive around Kissimmee and Orlando to repair your vehicle, so that we do not meet any misfortune on a drive home that will span over one thousand miles. That conversation was left to be continued when we return home.

As we now stand, my husband and I will go to Pep Boys in the morning. What will transpire there, Lord only knows. It is sufficient to say, without even knowing what will happen at Pep Boys, we are thoroughly annoyed. We are not writing to you to ask for any further help or assistance with this issue, but rather report on the misdirection, conflicting information, and the presentation of confusion, when visiting and speaking with various Enterprise employees.

There was no warning and no receipt. I was at work when I saw the charge of $221. I called the first time and they tell me the insurance shortchanged then. I call the insurance and they said it was because they didn't approve of the upgrade. I call back and get Sheridan who then tells me that she would have told me and why did I call in today about the upgrade if I knew nothing about it until that day. I called earlier that day, that's why. She then tells me that she'll call later which she never does. I call on my lunch and reach a guy who then tells me that there's nothing they can do and that it's closed out. Said I would have better luck getting the insurance to approve the upgrade.

I don't feel I should be charged an upgrade I wasn't aware of. I called back on my last break just to see if there was a chance it could be fixed before I reported the charge. The girl I reach called me a liar and proceeds to tell me I called a week ago about an upgrade. I called the insurance about an extension, but I did not know of an upgrade until today. I asked her to pull the call and she said she did but it was only the transcript. So she was going off of a flawed transcript and notes from someone who could have been trying to save themselves. I just want a refund.

The corporate office told him that they were not the correct office to contact and asked that he contact their customer service office, which he promptly did. The customer service office referred him back to the local rental agency in Davis. He was given the runaround from one office to another and nobody even tried to help or take some responsibility. About two weeks later he received an email from Enterprise’s risk management department sending him a detailed bill for the damage caused to their car during the accident. My son responded to the email and told them again about the missing items which were in the range of about $10,000 (the hearing aids alone were close to $6,000 and the cell phone over $1,000).

They responded that this was the first they heard about the loss of his items, that he should have contacted them immediately so that they could have allowed him to access the vehicle to get his belongings. They said the car has since been auctioned off to a third party. My son proceeded to send phone records to the risk management department that showed all the phone calls he had made - in a timely manner - to retrieve his items. After the risk management department received his phone records showing he had done his due diligence in getting his belongs back, all of a sudden they changed tune. They responded that he had failed to purchase additional insurance for personal belongings and they cited a section of the rental agreement that stated that Enterprise was not responsible for personal items prior, during and after the rental agreement and that even if the items had been stolen by an employee, they were not responsible.

My son wrote an email to the CEO of Enterprise explaining the situation. He was given the runaround from one office to another and back and was never told that the proper office to contact would have been their risk management department. How was he - as an outside person - supposed to know their internal structure and know that that would have been the appropriate office? Nobody from their customer service or corporate office or the local rental location ever told him that. The CEO’s office never even sent him a reply or acknowledged receipt of his email!

They surely insist on being paid for the damage to their vehicle caused in the accident, but they fail to take any responsibility for their failure to direct my son to the correct office and to help him get his items. While it is likely that he has no legal remedy to recoup any of the items, since he didn’t purchase additional insurance, it is flat out wrong and appalling that enterprise is taking this stand and is completely unwilling to accept responsibility for their conduct!

Somewhere in my files I probably still have a letter from Ted Tilden office? Thanking me for my patronage way back when, but unfortunately this time ended up renting a Volvo S90 B6 from your competition. My circumstances see me now renting cars on a regular basis (even weekly). I will try, try and try “perhaps” again but no system should make it this hard conduct business.

My friend needed to go to work and I felt stressed because she had to drive me all the way back home without a car. So I started calling to try and borrow more money. It takes about an hour but when I call them back they said it had been rented. It had been there all morning and afternoon and now it’s gone. I burst into tears and my friend was trying to console me. So I called every enterprise in Chattanooga and no cars. I call ft Oglethorpe and yes they had a smaller size pick up. Now this is about 60 miles from my home. I asked the girl was there any additional charges because I was only allowed so much per day. She did tell me about the extra charge. So I asked if they could change out the vehicle the next day. No problem she said. Ok so I go out there and this time my friend drops me off and goes to work.

Well when I get there I told the girl I had to put to put the money on 2 credit cards because I could only make one payment a day. We are only talking about 15.00 dollars. They will not take cash or two separate credit cards. Now I’m stuck 60 miles from home. Enterprise would not budge. I’m sitting in there crying and calling my banks to see if the could help me. They would had if the payment had not already posted and the system would not do it. I’m telling this girl I have no ride and I’m too far from home. She didn’t care. Her suggestion was basically, "Leave and I will reserve you one for tomorrow that will not have the 15.00 charge because it’s almost closing time."

Enterprise would not budge one inch to try and help me. I did not get home until 1 am after another friend got off from work on 2nd shift and gave me a ride home. The multiple times I called Geico did no good either. I will never refer anyone to Enterprise not even my worst enemy. Get your act together and show some compassion. Times are rough. People are over charging and it’s going to be America's downfall. We can’t even help out our own people.

First, I got bounced around and told conflicting information by different people- e.g. "I can't help you because you already checked in for your reservation," then told the same thing by the person I was directed to. Then I did not get the call back I was promised and nothing was resolved that day, so had to try again while at the airport waiting for my flight. This attempt was worse- I ultimately felt like I was being lied to/gaslit by at least one rep who told me I had not checked in for my reservation, but I had the email confirmation to prove it (not to mention my interactions with them the previous day on that exact thing), which she did not want to see when I offered.

I eventually asked them to keep the reservation just in case and call me if a car became available, but shortly after she rushed me off the phone I received an email stating "You canceled your reservation." Ultimately I had to rent from another company the day of my trip (my birthday, btw) and this cost me an extra $600 I did not have and am now having to pay off on my credit card. I reached out to them about this and received a very unhelpful response. After years of using Enterprise this has probably turned me off of them completely. Oh, no joke- 2.5 weeks later I received a voicemail saying they had a car available.

Sheila **

Hey. I know car repairs are expensive, I assumed with all the previous damage they would send me a prorated bill for prep and paint and I was estimating $500-700. Instead, I received a claim to my insurance company for the over $4000 to repair ALL the damage of the vehicle. I called trying to explain the situation but when I indicated there should be pictures of the pre-existing conditions, I was told they only have pictures of the returned vehicle. Here is the kicker, my co-worker’s wife works for Enterprise and when I told her what happened, she was not surprised. She told me this happens all the time. They flag anyone who does not buy the additional insurance and then they try to claim any and all repairs on renters’ personal insurance. I called my insurance company and told them NOT to pay anything as this claim was fraudulent. But was told, unless I had the previous pictures they could not do anything as the claim was filed.

I have already switched Insurance companies but Enterprise is coming after me for my deductible. This practice of filing fraudulent claims is not a decision made by an unscrupulous location. It is derived from a culture from the top down. After 20 years I am expecting Enterprise to make this right. If not, I will use my position as a marketing director to create a social media campaign including my company’s contacts with Disney and the NHL to inform every one of the deceitful culture driven by Andrew **, Chrissy **, Randal **, David ** and the other officers as well as the overseeing Board of Randa Duncan, Richard Bachman and the other Directors.

And after giving me major attitude for not answering their calls, they get mad at me for not being happy with them and having an attitude because I had to find a ride to their store. Then that ride had to come back and get me and take me home because they refused to rent to me because I accidentally left my wallet at home today. So apparently it's OK for them to have a horrible attitude and talk to you very rudely and unprofessionally, but if you have an attitude, they get mad and kick you out of their stupid store.

You people REALLY need to be careful with how you treat people!!! You have NO CLUE what people are going through in their personal lives!!!! You don't know that someone has been living a nightmare since her daddy died in September of 2020 due to leukemia or that her brother has turned her entire family against her. You have NO CLUE about the excessive suicidal thoughts someone may be struggling with on a daily basis and that your HORRIBLE AND UNPROFESSIONAL behavior just might be enough to push them over the edge!!!! AVOID THESE JERKS AT ALL COSTS!!!

The whole first exchange was pretty troubling. She was not kind. The Customer service was terrible and she was rude but I decided to go and speak to Daniel as she had advised. When I got to Daniel he asked me for my ID and asked me what happened. I explain to him that I had returned the car and that I needed a new one so that I would be staying in town for some time. He then made a joke about the fact that they had to make sure that I wasn’t going to steal the car and that’s why they had to be so thorough. I said that was fine, and reminded him that I’d brought the first car back. As he looked through my details I tried to lighten the mood and made small talk. I asked him where he was from. He said he was from Liberia. I ask him very professionally what brought him to Louisville. He looked me dead in the eyes and said “You.” You brought me to a Louisville “destiny” brought me to Louisville.

I was terribly uncomfortable but I shrugged it off and kind of tried to laugh it off as if he was joking. He asked where are you from? I said I was from California and he told me that I would be moving to Louisville. I told him that I didn’t want to move to Louisville and that I really liked California. And asked if he’d ever been explaining that if he’d ever gone to California he would know why I like it there. He said no and then asked me if it would be OK if he came to visit me in California. Again, it was not appropriate. I was just trying to get a rental car and it was up to him to approve it and he was using the time to flirt with me.

I again tried to go around his flirting and I said “Yes, you should go to California. It’s a very nice place.” trying to deflect and to let him know that was perfectly fine to go to California but also to try to not allow him to continue to hit on me. He said I didn’t ask you if I could go to California I ask if I could come and see YOU in California. There was another employee also in the office and he started laughing. He said, "I wasn’t sure if she would catch that." “He said he wanted to see YOU.”

They were making jokes about the fact that he was hitting on me. I then tried again to deflect and ask if there was anything else that he needed to know in case of my rental. Eventually, he got me another rental and said that he would walk me to get my rental. When he came out of the booth. He looked me up and down and said my favorite color is blue, I was wearing a blue dress, and then he made another statement which I couldn’t remember but he licked his lips as he looked me up and down. I said 'Yes, well, blue is the color of my charity that I started here.'

He pressed me then about where he could come to visit me. “Where can I come and see your charity work.” I didn’t say anything but instructed him to go to my charity website. We went into the office to get the keys and for me to sign paperwork and he again asked me how he would be able to find me and how he would be able to see me. I didn’t respond, hoping that I could go ahead and get into the car.

He then took the seatbelt from me, reached across my body, and snapped the seatbelt into place - reaching his arm, across my body to do it. I felt extremely uncomfortable and extremely violated. He treated me like a piece of meat. It was completely unprofessional and unacceptable behavior. This entire experience has felt extremely violating.

After I left I was very upset, recognizing that I have been sexually harassed. It was one of the first times that I had felt completely violated and felt that someone in a position of power used that power for leverage. He recognized that I needed a car and took the time to flirt with me rather than just solve the problem that I was there to solve. After that, I called customer service and explained what happened. As I spoke about the event I became more and more upset and started crying. Right now I feel totally disgusted and 100% violated.

They directed me to the Glen Burnie address for me to exchange my car. The representative inside told me that I should get back in the vehicle that I didn’t feel safe in and drive it back to the airport to exchange which I felt was a huge liability for your company…. And this is just simply due to the fact that they didn’t have any rentals available, is what I was told. so then I asked to speak to a manager.

Somehow, within a matter of minutes, they found a vehicle that they had available, and I was put into a lower class vehicle to sacrifice not having to drive a vehicle that was shaking on the highway that I didn’t feel safe driving. The manager then charged me $83 to switch vehicles closed out my account, charged me $430 to close out my account and told me that I would be refunded for the days that I didn’t use. On top of that they charged me an additional $839 for the new rental car so I am now over $1300 in the hole and my bank account is negative and I’m being charged $37 a day for overdraft fees, until I am refunded the money. I have been hung up on multiple times from multiple representatives in multiple departments. Happy 4th of July weekend to me!!! I will never ever ever use this company and I will be seeking legal advice. This is a horrible company and I highly recommend any other option. This has only been stressful and infuriating.


My confirmation number is **.

The result was that I was forced to go to another rental company (Budget) who did accept my MasterCard debit card, although of course since this was not reserved in advance, all the economy cars had sold out and I had to rent a large vehicle at twice the price I'd budgeted for. Plus because Budget has only an airport office, this added a lot of time and hassle to the final leg of my trip. I will not be using Enterprise again and will not recommend it to anyone.

My advice, if you book with Enterprise, but need to change the length of your rental, return the car and deal with someone in person at one of their branches because their outsourced help was absolutely horrific, non empathetic, rude and with varying understandings of enterprise systems which left us feeling confused, frustrated and taken advantage of. They have now joined out bottom list of rental companies. Advice to the company, stop outsourcing, practice empathy with your employees and streamline training with your employees so they are all on the same page on the company procedures.

That was in April. It is now June. Where are the coupons. I called yesterday May 31 and was told I would get it in 24 hours and that it had been submitted wrong in April. I called today June 1 and was told the agent made a mistake and it takes 3-5 days! So bottom line is Enteprise is giving me the run around and it's not, in my opinion reliable or honest. Also, word of note, Enterprise "partners" in other countries and in local US gas stations, etc are not actually Enterprise. They seem to be franchises or similar using the Enterprise name. Beware!

I spoke with Ashley on April 22 and she told me she will forward this to regional manager and they would be getting in touch with me in 48 hours. Nothing. On May 1 spoke with Leah and she said she will resend to regional manager and someone will get in touch with me 5-10 days. Then on May 18th, I called again and I spoke to Nicole, who said she would expedite matter to regional manager and I would hear back in 48 hours. It is now May 26. I also emailed the CEO, Head of service for Enterprise, COO, about 5-6 higher ups from enterprise in April. None of the emails were returned so I know they got my message. NO ONE HAS RESPONDED. I want to be reimbursed immediately. I am tired of getting the run around. The fact they can't show me a rental contract is very shady, yet they knew I wanted it? NO WAY. What they have done is illegal and have no proof.

He said, "no problem, we will be closed at the time you want to return it, but we have a dropbox where you can leave the keys and we have had no issues with cars being left in our lot". I called him at 10AM, the morning of Friday, 5/5, and told him I was on the road (driving from Naples, FL) and would arrive around 4PM to pick up the truck. When I arrived there was no truck and I had to wait over an hour for someone to go get one and bring it to the location. It had over 34,000 miles on it, and was pretty banged up, and dirty. I had to ask that at least the windshield be washed before I drove off. I walked the truck with Ryan and said I did not want to be held responsible for all the dings, scratches, and condition of the car and that I absolutely would be bringing it back dirty because of the dirt ranch roads. Again, "No problem, just bring it back with the same amount of gas - about 3/4 of a tank." I finally left the rental place with the truck about 6:45PM.

I returned the truck to the Treadaway location around noon on Sunday, 5/7, and put the keys in the dropbox as instructed. The skies were blue, the weather was clear, and I put my stuff back in my own car, and drove away. I called Ryan on Monday to confirm that everything was okay and that he would be crediting back the $300 deposit he had put on my credit card. He told me, "I was going to call you. There was a hail storm last night at around 9PM and there was damage to the truck so you are responsible and I can't refund your deposit."

I was dumbfounded! I said, "If that's true, the damage occurred on your lot and the truck was not in my possession at the time of the storm." He said "It's in the contract - until we check it back in (in this case 24 hours after I had returned it), he said I was responsible for anything that happened to it. What? Had he informed of that when I rented it, I would have rented a truck at a location that was open on Saturday evening or Sunday to check it back in.

If the truck had still been in my possession at the time of the storm then my car would have been damaged in the Treadaway lot by the hailstorm, which it wasn’t because I was long gone by then (photo of my car taken today attached). I returned the truck under blue skies - dirty, but with no hail damage, and 3/4 full with gas, exactly as I had received it.

No amount of reasoning with Ryan would change his mind. "It's in the contract". I called the Enterprise Damage Recovery Department at Enterprise, same thing, "It's in the contract". I asked to speak to a supervisor, was transferred to a supervisor's voicemail (Sergio **). I left him a message but he did not return my call. I emailed care@enterprise - no reply. I still have not been informed of the amount of damage they are holding me responsible for and it's been a week and a half since I returned the truck. I'm still out the $300 deposit, I have no claim number - nothing.

I called my insurance agent and recounted the story to him. He reassured me that my car insurance will take care of it, but encouraged me to discuss it with Enterprise further as it struck him as very wrong - and he's been a State Farm agent for over 30 years. I have no idea when or if I will hear from Enterprise. Perhaps, after I post this, they'll be satisfied with just stealing my $300? This is a total rip off!

I've rented from Enterprise for years - never again! I see from the reviews on this site that 78% are grossly unfavorable. Add my 1 star review to the others (and it would be a negative number if that were possible). Do yourself a favor and do not ever rent from Enterprise!

On 5/10/23, after checking my bank account, I could finally talk on the phone to the manager at Kirkwood location in Houston. To my surprise, he stated the car had some scratches and that I was charged for them. I could not believe what I was hearing! I reminded him what he had told me about those scratches and the other things I noticed and that I had taken pictures of. He insisted I had caused damage to the Nissan. I took action already and we will see what happens. No more Enterprise for me. C'est fini! I feel assaulted and abused by this company.

After waiting 40 minutes the car arrived and it is a tiny Chevy Bolt. The front drivers seat had a fresh white stain on it and the car was all dinged up. I told him this is not acceptable and take me back to get my Honda civic that I dropped off at the autobody shop. The next day I rented through Hertz and was such a smooth experience and I am renting a Nissan Sentra 4-door, comparable to my car that is being repaired. Working in the travel industry for 37 years, I have never experienced such bad service from a rental car company.

When confronted about the error by their company Monday morning Enterprise advised it would be corrected immediately and refund returned to my account. The rental vehicle was returned early, Tuesday afternoon. At the time of return Enterprise advised the DOUBLE amount charges error by them would be refunded immediately. The charges for TWICE the amount have not been refunded. Enterprise requires their payment along with security deposit at the time of rental but suddenly has a slow process to return your funds when they are the cause of overcharging error. DO NOT rent from this company!!!!

I am in a place I've never been and don't know anyone. None of the rentals in the airport have any cars available, let alone a one way drop. Now I'm stuck trying to find another rental. A lot of burden put onto someone on vacation when the error was caused to Zach at Indiana, PA. My father, Dr Ibrahim **, 80 year retired professor of the community for over 30 years, went to the branch Indiana PA this morning to speak to Zach and see why I was put on the list. Now this is where security footage is important, as I was listening to the partial conversation and I am adamant based on Zach and Tate's disgusting behavior that they will lie through their teeth to cover themselves.

Zach and Tate refused to help my father. They had their backs turned to him and ignored his request for help. Zach was heard repeatedly saying "I'm not going to keep repeating myself, I will not help you, and I don't want to." My father put me on speak and I said "You are speaking to an 80 year old man, do not talk to my father that way, respect your elders."

My father pleaded for Zach to listen. I spoke loudly on speaker and said "Zach listen, risk management stated that you have remove me from the do not rent list in order to resolve this." He replied "I don't want to, I don't have to." So why was I put on the list you may ask? My father rented a vehicle last june 2022 and during the return of the vehicle, they claim, my father was in the passenger seat (80 years old) with my older brother in the driver's seat. From my understanding, my older brother was not listed as an authorized driver and Zach put my father on the do not rent list. But instead put ME on the DNR. Not only that, my father was not notified of the issue at all. No call, no email, no letter. Zach made a major mistake and error. So when he said "I don't want to, I don't care" I was so baffled and rightfully angry, I replied back saying "What do you mean you don't want to? You ** up!"

With that, shockingly with his disgusting behavior he stated he won't talk to me because I cursed at him. I request he give me his manager's name to escalate, he said "I'm not going to give you that and I don't have to." My father later returned without my knowledge and pleaded with Zach. Stating to leave his daughter out of this so I can find a way home. Zach and Tate refused. My dad stated to them that he will sue them for punitive damages, distress, and negligence. They continued to ignore him, he left. I talked to my father after and he was really upset. With his heart condition, my mom and I calmed him down.

5. Zach to be reprimanded. Someone like him should not be in customer service. If he treats customers like this, I can't imagine how he treats family and friends.

The agent at location I rented has reported Zach to HR corporate and has apologized on his behalf. Enterprise Customer service has apologized on his behalf. Kim that removed me from the do not rent list, has apologized on his Zach. Zach has not apologized for his mistakes. And yet he seems proud and has zero remorse for his behavior. Zach needs to apologize.

We called Enterprise but the Manager does not take calls from angry MV Infiniti customers. Enterprise will send their falsified bill to collections. If this happens to you, call Infiniti Headquarters to complain and ask them to pay. Call the Enterprise Headquarters to file a complaint about the Laguna Niguel branch. It's a SCAM! Don't rent from Laguna Niguel Enterprise and don't even go near MV Infiniti since they are going out of business. The manager of Laguna Niguel Enterprise is a SCAMMER.

Per the associate when the policeman approached the car we were to show our personal car insurance information. That makes zero sense and his response was unapologetic to say the least. To make it seems as if it is our fault their license plates showed no coverage and we're being left to deal with traffic court with hopes the tickets will get thrown out is unacceptable. This is how Enterprise train their associates to treat their customer? We were left with "management will look into it". No one has contacted me thus far to further discuss this matter. Where do we go from here? Will Enterprise cover my wages for having to take off of work to appear in traffic court?

Please allow me to explain. I originally set up a rental for next week from the local branch on Lois Lane for Tuesday (3/14) through Saturday (3/18). I then got notification that I had to make an emergency business trip and required a second reservation for 3/8 – 3/11. I reserved this on the Enterprise app and got a confirmation number. Approximately 30 minutes later I received a call from the Lois Lane branch informing me that they did not have any cars available. When I asked the representative if he knew of another branch that did have cars available I was told that it isn’t their responsibility to make sure that my reservation can be accommodated and suggested that I start calling around.

Needless to say I was quite a bit upset with this response but decided to go ahead and call the branch on S. Main St. in Wake Forest. I called this branch directly at 919-569-0006 and spoke with a female representative whom assured me that she worked at the Main St. location. She informed me that they had a vehicle available and booked my reservation. I noticed that I had a voicemail again around 30 minutes after making this reservation when I was on my way to pick up the rental car. The message did not say what branch they were calling from but told me that they had no cars available until Wednesday of next week (3/15).

In a panic I called back the Lois Lane location thinking that my rental for next week was now in jeopardy and I wanted to confirm my reservation. The representative said that he saw 2 reservations, one for the 3/14 – 3/18 reservation at their location and one for the Main St. location for 3/13 – 3/14. This obviously was incorrect as I had secured a reservation for a car at the Main St. location for 3/8 – 3/11. So I then called back to the Main St. location to make sure that they had my reservation correct and that I was 10 minutes away (I live around 30 minutes away from this branch). I was then informed by that representative that they had no cars available until next week.

Again, bear in mind I am 10 minutes away from the branch to pick up a car that I was told was available from someone who said they worked at that branch. When I questioned the representative on why I was told that they had a car only an hour prior from a female representative that I spoke with directly at their branch he restated that they had no cars available and that it was impossible for me to have spoken to a female employee at that branch because they did not have a female employee working that day (3/8). I asked him if he was the manager of the branch and he told me that he was not so I asked to speak with the manager to which he complied.

Now imagine my utmost surprise and anger when the person who gets on the line to talk with me is a female representative. So I asked if she worked at the Main St. branch and why the male representative that I had just spoken with lied to me and said that there wasn’t a female staff member working that day when quite obviously there was. She only said that she didn’t know what the other representative told me but that they did not have any cars available and that just because I set up a reservation in the app or called the reservations line that doesn’t mean that there are actually cars available at the requested branch for pickup. When I attempted to explain to her that I had called the branch directly, her attitude escalated and she became very rude and dismissive of me and my concerns.

She again just reiterated that they did not have any cars available, that the manager was off today (3/8) and that if I needed a car I should try calling around to the other branches in the Raleigh area. Mind you this is at 4:20 in the afternoon and most of the branches close by 5 or 6 pm. Even if I were able to call the other branches and go through what I thought I had done with the Main St. branch there was no way that I was going to make it to another branch before closing time. She told me that wasn’t her problem then I explained to her that I was going to inform my company of the treatment that I had just endured and ask my travel rep to remove Enterprise from my travel profile and the representative said “So what we have other companies we deal with” and then disconnected the call.

Unfortunately this isn’t the first time that I have personally witnessed this issue with Enterprise. I had a colleague last year secure a reservation by calling into reservations. When we arrived at the branch to pick up his car he was informed that they did not have any cars available. Fortunately we were around the Charlotte, NC area at the time and he was able to find a car at the next closest branch in Concord 30 minutes away.

Then personally last year when I needed to have service done on the only vehicle that I had and was just handed a $3000 service estimate and a next day completion I attempted to secure a rental with my points from the closest Enterprise to the dealership. I was able to reserve the car in the app and just as I was about to have the dealer transport us to the Enterprise branch I received a phone call that said they had no cars available. Not having any available funds to find a different rental car company I went back to the dealer service department to explain to them that I had no transportation home (over an hour away) so I would need my vehicle back and would not be able to have the service completed.

Just as they were pulling my vehicle up for me to leave, I received another phone call from Enterprise but a different branch that told me they had a car available to fulfil my reservation and asked if I still needed the car. After getting the dealer to graciously pay for an Uber to the other Enterprise branch (45 minutes away) I accepted the car from the other branch and was able to have my service completed.

This was an example of how I feel Enterprise should treat their customers when an issue arises. I should not have my concerns dismissed by a representative at a local branch after being told by that branch that they did indeed have a vehicle available. Well after the representative disconnected the call I decided that I was not going to attempt to call any other Enterprise branches and went the 10 minutes I was away from the Main St. branch and drove that 10 minutes to a competitor rental car company. I was able to secure a vehicle and drive off their lot within 15 minutes of walking up to their counter. As a matter of fact I was able to combine the rental into a complete 3/8 – 3/18 rental (a longer rental and an SUV instead of a standard size car) for about 2/3 of the cost of the 2 rentals from Enterprise and without ANY of the headaches that I had just endured at the hands of the representatives from these 2 Wake Forest branches.

I can honestly say that I am sorely disappointed in the treatment that I received from these branches and that I can say that not only do I no longer feel welcomed by these branches I do not feel that I am even valued as a Platinum customer of Enterprise. It almost seems to me that a company as large as Enterprise and with the technology in the world today that Enterprise would have a much better grasp of real time branch vehicle inventories and that the branches, NOT THE CUSTOMER, should be able to find an available vehicle somewhere else in the local area to fulfill a confirmed reservation and not blame the customer for using the app or the call number instead of calling the branch directly. Which as I stated that is exactly what I did (called the branch directly). Unfortunately in my anger and frustration I did not get the names of the 3 different representatives that I dealt with yesterday but I guess that it really doesn’t matter. As I stated at the beginning, I just feel frustrated, alienated and completely unvalued as a customer and just felt like I had to say something.

First, at the very least this is DECEPTIVE on the part of Enterprise. I wouldn't have taken the car from Enterprise if it wasn't a free loaner.. Period. Although the final disposition of this will yet to be determined, the mere fact that they would act like a thief in the night charge a customers card thousands of dollars because of a dispute they have with another party.. is just wrong on so many levels. My advice.. Avoid Enterprise Rentals at all costs. It's just not worth the worry hassle of the surprise you might find one day, where they choose to hit your credit for a dispute they have with someone else. There is NO Peace of mind doing business with Enterprise.

Lucky we found a car with a different company. Which was so fortunate, because my wife ended up in the hospital while we were there, and the only bed they could get her in was an hour away from where we were staying. This would have been a nightmare if we didn't have a vehicle. NEVER TRUST ENTERPRISE!!! Their customer service use to be great, but this is not the first time they've fail us in the last year, but this will be the last time they get the opportunity.

To make things worse, the people at my local branch acted like they didn’t know how to do correct customer service, refused to let me speak with a supervisor and kept me on hold for 30 minutes! I put in several calls to the corporate office for a Regional manager to call me about the policy issue, but I never received a callback! So here I am stuck without a way to do the things I need to for my kids because someone else decided to hit me and screwed my car up! This is by far one of the worst customer service experiences I have ever dealt with in my life!

We weren’t picking up our Enterprise Rent-a-Car truck until Monday afternoon. I spent Saturday and Sunday walking around checking out all of the casinos and shops on the strip. I spent time looking for interesting places I could go to during the week. On Monday I met one of Tracie’s co-workers named Lawrence. He seemed like a nice guy. I sat around waiting for Tracie to get off of work so we could go to Enterprise Rent-a-Car. They had a 2022 Toyota Tacoma pickup waiting for us. It was already dark when we got the truck so we found the parking ramp and navigated our way to Planet Hollywood and called it a night.

After Tracie left for work on Tuesday, January 31, I got up and while eating a bowl of Raisin Bran, I was looking at a map and I decided to go to the Red Rock Canyon. I drove west out of Las Vegas. Upon getting to Red Rock, I saw a scenic overlook by a big Rock Mountain. It took about 2 hours to climb up the mountain. It was cold, puddles on the rocks were frozen solid. I was only wearing a t-shirt even though it was chilly out. The climb kept me warm. Climbing down was scary compared to climbing up. When I got back to the Enterprise Rent-a-Car, I felt exhilarated and with over a ½ tank of gas, I decided to drive around the mountain range. I drove south on Red Rock Canyon Road and then I went West on 160. I pulled over in Pahrump to look at the map and get something to eat. It was 2:15.

Tracie had a dinner meeting with her client and wouldn’t be back until around 8:00pm. I decided on heading North on 160 and then East on 95 than try to find Charleston Peak off of 156, (that should take about 4 hours). After being on 160 for another ½ hour or so, I needed to use a restroom. The closest place on a map was called Crystal. It looked like the town only had two houses in it. I just pulled over on the dirt road and took care of business. Looking at the map, if I take a right it will take me to 95.

A couple of miles down the road, I heard a loud, quick PSSSHHHH like when you take the hose off an air compressor. I stopped the Enterprise Rent-a-Car and did a walk around wondering what that noise was. I noticed the driver’s side rear tire was flat. It looked like a new tire with a lot of tread on it. There was a crescent moon shaped cut where steel cords were sticking out past the tread. Like it blew inside out! I have never seen anything like that but ok.

I looked at the owner’s manual in the glove box. It said the spare tire was under the bed and the tools to change it were under the passenger's rear seat. I saw the spare tire then I opened the back door, lifted the seat and inside the tool compartment was NOTHING! No jack, no lug nut wrench and worst of all, no Toyota tool for getting the spare tire down and out.

WTF, GREAT! I called Enterprise Rent-a-Car at 3:42 pm and they told me they can GPS the truck for location and someone would be there within 90 minutes or so. At 5:07 pm Enterprise Rent-a-Car called me and said it was going to be another 45 minutes. At 5:20 they called me again and said they were trying to locate someone to come help me. What do you mean? You said 2 hours ago someone was on their way? I was told tow truck drivers do not change tires so they would not help.

With desert mountains in front of me and on the sides of me, a lot of the “Hills Have Eyes” scenarios went through my head. I was about 1 mile from 95. I could see the cars going by in front of me. I had my hazard lights on and now I started flashing my high/low beams at cars going by. I did this for more than an hour and no one stopped. During this time, I received a call from Enterprise Rent-a-Car. They told me someone went to the location from the GPS and no one was there. I said, in a bitter voice, “I have a flat tire I can’t go anywhere.” They said roadside assistance will not come out again until morning. Now I’m angry.

Screw it. I put the truck in drive and pulled up to about ¼ mile from 95 and kept flashing passersby. At 6:40 pm a vehicle finally noticed me. They braked, turned around and came down the dirt road where I was at. Conrad ** of the Nye County Search and Rescue pulled up and I told him what my problem was. He was shocked and wanted to doublecheck for the emergency tools. I lifted up the rear seat and he saw there were no tools to change a tire. I said “now my phone is dead so I don’t know if anyone is coming to help me or not”. He gave me his phone charger and said he is sorry, but he is headed the opposite direction. I said thanks for the cord. At least I can call my wife and let her know what’s going on.

He gave me his phone number and drove off. About 5 minutes later, I received a text from him stating that he got in touch with a friend at the Nye Co. Sheriff’s Dept. He said to pull up to 95 so I’m more visible and his friend at the Sheriff’s Dept. is contacting someone to come help me. I pulled right up to Hwy 95, knowing someone knows about me and will be getting help. I stopped flashing cars but still had my hazard lights on.

It was about about 10:00 pm and a State Trooper showed up. He asked if I was ok. I told him the situation and asked if he COULD PLEASE GIVE ME A RIDE TO VEGAS. His response was I am the only one on patrol in this section so I can’t give you a ride. He asked if I was thirsty, do you want some water? UNREAL, right? I tell a State Trooper I have been stranded here for7 hours and he just leaves me there. I received a text at 11:10pm from a tow truck driver and he was 29 minutes away, but never showed.

I called Enterprise Rent-a-Car and asked what the ETA is. They ended up telling me that Tracie cancelled the Hwy Helper. I was so angry because I know my wife did not cancel my Hwy Helper. She is stuck at the hotel with no vehicle. Enterprise Roadside Assistance texted me at about midnight saying Tracie requested for a tow. Finally, it will be here in about 58 minutes. I received another text shortly after and they said Tracie requested to cancel tow *AGAIN* which she did not.

That’s it. I can not sit here any longer. I put the truck in drive and started driving it down Hwy 95 with the flat tire hoping I would get pulled over. I had a semi coming up behind me so I pulled onto the shoulder so he could pass me. That was it! The truck would not move. I sat there just off the tar for about 15 minutes when another semi almost hit me. I called my wife and said “I don’t give a ** if you have to ride with the Uber driver so he will come out this far, GET ME OUT OF HERE!"

After that, it was about 5 minutes later and a truck drove by, hit the brakes, backed up and asked if I was ok. “This truck is screwed.” I said, “Any chance you are going to Vegas?” They responded yes. “Can I get a ride to Planet Hollywood?” The guy in the passenger seat got out and said, “go ahead, sit in the front”. He then jumped in the back seat. I’m thinking, stay here and possibly get hit by a truck or take a ride from strangers. It was cold out so I jumped in. These guys lit up a pipe and passed it back and forth. I was so flustered and I kept talking about my day. My phone rang and it was Conrad’s friend at the Sheriff’s Dept. She asked where I was stranded at. I informed her that a truck stopped and offered me a ride. “I’m headed to my hotel but the truck is on the side of Hwy 95 about two miles east of 160. She said, “So you are ok?” “As long as I get to Planet Hollywood”, I said.

Tracie called and said she was about 10 minutes away. I told her to turn around, I had finally gotten a ride. We were on the outskirts of a town by Kyles Canyon. There was a Suzuki GSXR 750 on the side of the road. Those two looked at each other and the driver hit the brakes. They both jumped out and threw the bike in the back of the truck. Just laid it on its side. No straps, this made me suspicious but I didn’t say or ask. The driver talked about his wife and children for the rest of the ride. They stopped on the strip. I said “Thanks for the ride, I really appreciate it” and jumped out. The guy in the back got in front gave me a fist bump and they left. Finally, I felt safe back at the hotel again.

Enterprise Rent-a-Car did not give a rat's ** about me. They just wanted their truck. There were 36 calls between Enterprise Rent-a-Car, Police and me from 3:30 pm Jan 31 through Noon on Feb.1 with at least 5 different Enterprise Rent-a-Car employees. Something tells me all of these employees were just cancelling each other's requests so no one ever showed up to help me.

We had the truck rented until Friday, February 3. They never offered a replacement vehicle so we didn’t get to go the Grand Canyon, Hoover Dam or Lake Mead. Thursday, February 2 our bank statement said they charged us for a tire change! By Tuesday, February 7, they returned all of our money. I received ONE apology that was sincere. Everyone else had a bad attitude. The big ** kicker was Tracie told me the cab company charged her $550 to come and get me. If I ever need to rent a vehicle again, it will NOT be through Enterprise Rent-a-Car! Scott **

When I asked what should we do now and why nobody called us or sent an email about the situation, he said that he was saying to the “higher office” to fix this thing and not let people book if they are out of cars, but nobody listened to him. We ended up renting car from Budget - the service there on the high level. Everything is perfect. Do not spend a minute of your time to even consider renting Enterprise car rent. So terrible experience.

A computerized "reservation system" claims to have reserved a car yet the office where the cars are located has no idea??? I understand these days are full of lousy customer service but this is beyond lousy. As a Seinfeld episode once noted: "you know how to take a reservation - you just don't know how to HOLD a reservation". I also understand this review will be virtually ignored but your incompetence is so blatant that I will contact the better business bureau and also post this review in our local senior community center. Your guys certainly know how to ruin a day.

I asked to call another location and or maybe match the compact vehicle price. He denied me that. I stated this was ** and stated I made a reservation. I asked to speak to a manager and he stated he was one and would not provide a supervisor name or contact details. He stated he would deny us a rental because he didn't need to deal with me. Crash champions stepped in and called enterprise and Nick at the Davie university location said they would help me. Getting to the Davie university location, we walked in and lo and behold "Alex" is there with a grin on his face. Nick talked to us in private and made assumptions as to how we should have de-escalated the encounter. I disagreed. He then charged us additionally for a van when we reserved a compact vehicle.

I submitted pictures of the cracked windshield to get the conversation started, haven't heard anything but have heard numerous complaints from others that this exact same thing happened to them, only for it to be brought up months down the road once evidence has been deleted, and their contracts have been shredded. I'm hoping to resolve this, as I do have timestamped pictures just after 11 am, in the parking lot immediately after being shown the car which clearly show the rock chips that were present on the car. I have no doubt in my mind that this gentleman is committing fraud and most likely was at fault somewhere down the line when he decided to magically upgrade me to a brand new car that was conveniently rushed, and waiting directly outside of the doors and not in a typical parking spot.

With refusal to pay Enterprise right away for the services I received and this accident to which I was not at fault for, continued to cost me hours and hours of personal time from initial estimate appointments, to drop-off and picking up of vehicles, during work hours. This cost me both time and money, that they do not compensate for. Only to conclude with having to pay even more money out of my own pocket over their shady scheme I was not made aware of and being a first time of car renting based on an accident, was horrible (understated), one of the worst experiences of my life.

First off, when I went to drop my car off and pick up the rental, I was informed they brought me a different vehicle, an upgrade to the original Geico agreement, without Geico’s approval, but was told that Geico would likely cover it when everything was said and done. Not knowing if that was true, I personally took the time to call Geico myself. I was informed by Geico that it would likely be settled up at the end. Already a red flag that this was decided by Enterprise, without Geico's approval or consent and of course worthy of a phone call, so as to avoid incurring any add'l charges on my part. As for my time spent with the Enterprise Rep, he seemed nice enough, very smooth-talking salesman type.

He explained about the vehicle I would be driving, going through a multitude of things. The rep went through a series of offers, none of which I accepted verbally, however, he said it was required to have a credit card on file to charge a $50 refundable deposit, as well as some taxes and fees charges that I would be reimbursed for. I know, how naïve of me!! Big Mistake, Big!!! In the end, I was charged for 39 days of additional insurance to which I never agreed to, and I 100%, did not opt for this, as I have full coverage car insurance on my personal vehicle, which would have covered any accidents.

Between dealing with both Geico and Enterprise, this has been one of the worst experiences, involving any business ever, and I work in the professional world, I know how to treat people. I did let Enterprise know if we were not able to come to an agreement on this matter that I would have no choice, but to never recommend anyone to their company for services and additionally, I will put them on blast, every chance I get, 100% . $700 + dollars out of pocket later, in an economy where people are struggling, this is how they scam decent human beings who pay for themselves, by working hard. This truly makes me sick to my stomach. I did reach out to the local Medford, OR Manager Ashley R., but no response to date, pathetic!!!

I believe he has a bright future in the company and should not be penalized for something outside of his control. I respectfully request that the trophy the location recently lost be returned and that location be rewarded. I have spent a significant amount on rentals from that location due to the pandemic and other factors and feel Hcham and his team deserve more recognition than a plastic trophy. I hope that management will take the time to explain to Hcham that my comment was not a reflection of his performance and that your organization replace that phone system before that constant horrible ring sound caused someone mental health issues.

Regards,

John

Our vacation was partially ruined as were had to travel 5 hours and our day was cut short. Enterprise did nothing to ensure compensation and have since ignored any phone calls from us. The District Manager won't even return our calls. After sharing the experience, it seems this is a common practice of Enterprise car rental. The company's professionalism has gone WAY WAY down!!!

Driving from Cincinnati to North Carolina the maintenance light came on. I called and spoke with Donna when we got down here and explained everything that had happened and was told after an hour on hold that I was to call the local office at 1910 Wesleyan Blvd. Rocky Mount, NC. That a trade had been setup for the cars. I called and was placed on hold for another 15 minutes. When the guy answered he had no idea what I was talking about and I was told to call corporate back.

I called back and was placed on hold then disconnected. I called back and was placed on hold again after I asked to speak to a supervisor. Victor answered who was not a supervisor and I was placed back on hold. Was told the car is fine or I can take it to their local car place for service. Their CUSTOMER SERVICE IS A JOKE!!!! I WILL NEVER RENT FROM THEM AGAIN!!!!

UPDATE to review. After being told to continue to drive the car with the maintenance issues the brakes went out and we almost rear-ended a car at 70 MPH. We made it to the Smithville the closest Enterprise location and changed out the vehicle. However all they had that had that was big enough was a 15 passenger van so it cost me double in fuel. Also when I called them the night we got home I was told I would receive a call back about this and of course I did not get one. THANK YOU ENTERPRISE FOR ALMOST KILLING MY CHILDREN, GRANDCHILDREN AND ME BY YOUR LACK OF CARE.

The back of the Nissan SUV we rented was incredibly small and my father began compressing the suitcases in, packing them tightly. Meanwhile the attendant, just sitting there, tells my dad the back won’t shut. My dad crams the last bag in. Grabs the top of the trunk… and shuts the door. “The doors are automatic but you can close them manually if you want” - was her next “helpful” input. (Not the most annoying thing that happened but the customer service aspect of this kept dropping lower and lower to no end). The manager had said at one point our gas would be paid the entire trip, communication was obviously not happening as the attendant later asked us if we wanted to prepay gas or pay after the trip. My father informed her that he had been told the gas would be paid for. She headed back inside to confirm.

- Woke up at 4:00 am that morning, had a 1 1/2 flight with a connecting 4 hr flight. Patience was thin. Legitimately surprised my dad didn’t go off at any point during this conversation. Overall a 40 minute wait, for a car we rented a month in advance, to be cleaned. Terrible customer service and initiative. Seemed like those who were working could not care less about their job or the customers they were “helping”.

We arrived and went inside to a full waiting room of people. My husband and I were patiently waiting our turn when a young girl called us up to the counter. I asked to make sure we were not cutting in line in front of all the others waiting when we were rudely told us she called us up the others are waiting. (Should have known then she was not having a good day.)

She takes my husband drivers license and debit card and quickly gave it back saying we can't rent a car with 3-row seating without putting it on a credit card. We asked why? (We do not carry our credit card with us and only use for emergencies. ) My husband gets mad and says, "Never mind, we don't need a car" and walks out. I stay trying to figure out what we can do to make this work and what the reason for the rule and why this was not said when they called to see if they can get us a different SUV than what we rented.

The girl is short with me, answered only that it is corporate policy. She is not willing to work with me at all. I start to ask the gentleman questions that is working there. He was nice and was trying to figure out what they had available, what I needed to pay with deposit and what was needed for us to use our debit card. I think we are making progress and the girl says, "It doesn't matter what we figure out, she was the manager and wouldn't allow it."

The nice gentleman starts to apologize as we both realize it was not going to work out as long as the girl with the horrible attitude from the beginning wasn't going to allow it. We left without a rental car. As we leave I called another company and was able to rent a vehicle (with a 3rd-row seat) last minute, cheaper than Enterprise price and Hertz employees could not have been nicer. Worth the drive to SLO. We will rent from Hertz from now on. Customer Service goes a long way. I know for a company this big to not have my business will not make a difference. I honestly think they didn't have a vehicle to rent us besides small cars. I would have rather been told that than being rude and giving us stupid excuses.

When I was returning the back, it was the same thing, quick confirmation that all was good with the car, giving one of my items that I forgot in the car. I didn't need to worry about anything. That was easy and very special. Where else we can try driving a new car for a few days and experience something that is not possible when doing a short test drive when considering buying a new car. Thank you sooo much!!!

They told me I needed to provide proof I did not damage the vehicle, and the damage could have occurred while sitting in a parking lot. I responded that this is true, because the damage could have occurred over the course of the past 4 days while sitting in their care. I also asked for proof or photos to demonstrate the damage was not there, when I picked it up, which they have not provided. After looking at other reviews, this facility is known for charging customers with excessive damage fees well after the vehicle has been returned, and the customer is long gone and cannot dispute the charges in person. They are scamming customers and should be avoided at all costs!

Problem #1: The return location received the car prior to the check out time, but then recorded the car as being returned after the check out time, resulting in an extra day's charge. Despite repeated attempts through Enterprise to solve the issue, including multiple escalations within the customer service department, all requests were ignored and the issue never resolved. We have proof of the car being returned on time, as a picture with a timestamp with the rental location's Ipad sitting on the dashboard during the return was captured. We are very lucky to have taken this picture. The reason we are additionally suspicious of the branch here is the invoice was never delivered to us until I called the customer service line to request it. I asked at the location if I could have a printed copy and they said it was all digital. I am glad I requested the invoice after the fact so as to notice the overcharged amount. Again I have called half a dozen times to Enterprise, including with the escalations team, but to no avail.

Problem #2: Upon return to the location, the agent told us there was a chip in the windshield. Enterprise took a 1,500 euro excess for damage, the difference to be returned post-repair. Unfortunately, no damage report has been provided, and therefore, a complete insurance claim cannot be made at this point. Enterprise has not been helpful in providing this information despite the multiple escalations.

I would avoid renting a car from Enterprise, and friends and family agree that their inability to resolve issues should be widely broadcast. There seems to be a kind of franchise model with the international locations where these locations can license the Enterprise name, but customers do not receive the same level of centralized support, creating the potential for scams at these locations to go unresolved.

When we arrived to pick up vehicle, the very rude lady at customer service tried scanning my son in law's license and was unable to scan due to having a few teeth marks in it from dog. (was not punctured, just dimpled) She then told him since this was an airport location that she couldn't punch in his license number. She then said, "I can't help you. You'll have to go to another location." Very confused and upset as to why she couldn't seem to help any further, we called my daughter who actually made the reservation, she drove 30 minutes up to airport and when they went inside, the rude lady at customer service said she could not rent them a vehicle because his license wouldn't scan.. She wouldn't use my daughter's either and said anyone affiliated with my son in law could not rent the vehicle that they so desperately needed to transport all of them and their many bags.

This was a very desperate matter since they had to drive 5 hours away to Atlanta to catch a flight for transporting to South Korea. We frantically tried 2 other Enterprise locations and they couldn't help due to not being able to send their trucks one way...and they had multiple ones on the lot. This is very upsetting the way this company treated an Active Military Member and his family while trying to get to a destination, so in turn he could fight for the many freedoms this Country has.

I was told by every branch that I was the one who had to reach out to other branches because they didn't know what was available at other locations. I know there is technology that exists that you can use as a data hub for all the vehicles that you have available. If it wasn't for my insurance company I would go somewhere else and I'm absolutely not using Enterprise again. The people that they hire seem nice, this is a company issue.

Meanwhile, they had already started showing and offering the Mercedes to this lady who was there for a car. I was not happy with this whole business and I expressed my frustration with their process to Annie, the branch manager, then she replied "you're upset because your card declined?" which I thought was very offensive! I then asked her "did your card ever decline?, it is normal, but what's not normal is you refuse to run it again when I deposited funds in it".

They offered me a shiny-blue Nissan, I signed off on it and drove home (a couple of miles way), but the car started to shake when I pass the 50 mile speed. I got home got another credit card, drove back to Enterprise, I told them the vehicle they rented me is unsafe to drive and should not offer it, they admit that the previous customer reported the issue already! By the time I got there with my other credit card, the Mercedes I wanted was already gone! Instead, they gave me a truck that does not fit in my driveway and drove off with it unhappy, feeling mislabel and extremely frustrated.

I would caution you to be ready and prepared to deal with inconveniences and high-levels of frustration when dealing with this branch, with their current management who was inconsiderate and moved on to the next customer, offered her he car I am interested in, while I was in the middle of negotiating its rental, totally unprofessional! To be honest and fair to Enterprise, I called the Santa Rosa branch to inquire if they have a luxury car they can offer me, I spoke to Adam who was very courteous and helpful. He prepared the a Mercedes for me which I exchanged with the truck I had. I am very grateful and thankful to Adam!

- Long queues: When we picked up the car on a late Wednesday afternoon there was only 1 person in attendance for a line of about 10 people. It took over an hour to pick it up, with 4 family members waiting, including 2 seniors, all of whom had travelled more than 12 hours.

- Not receiving what was booked: There was a couple next to us in line with a small baby. They had booked a baby seat but upon arriving at the counter, the counter lady said there were no baby seats available. In disbelief, the couple gestured towards their baby and asked how they were supposed to travel without the baby seat they had booked. The counter lady clearly felt bad but there was a problem in the system and there were no seats available, so she couldn't do anything. The couple ended up having to tour the other car rental places trying to find a baby seat they could hire, after having just arriving from a long travel and with a baby with them.

Note, the car itself was a good one, and the counter lady and the car attendant upon return were friendly and tried their best, but they are working with a company that seems to scam customers. Will not be hiring from Enterprise again.

Then when I take it back the gentlemen that waited on me tells me that the bumper has been repainted or switched. Oh come on. accuses me of painting it.. REALLY!!!! I don't think so.... How would I even be able to da that??? Now they are trying to put a claim in to my insurance. Pisses me off.... As I did not damage their Stupid Toyota which they give me as a replacement for my Mercedes.. Not even close.... I will never rent from them again....

I then called Enterprise customer service to speak with someone about what happened, why it happened and what remedies they could offer (as we had paid about $1,000 extra due to the last minute cancellation). I called 4 times and each time was told someone would get back to me within 2 days. No one ever did. I finally on the 5th call got someone who was helpful and offered me 3 days of a free US car rental, which was nice. But essentially said no one would be able to help me resolve the issue.

The US based Enterprise employees cannot or are not allowed (it was not clear) to contact Enterprise locations in other countries. This is very concerning and clearly Enterprise turns a blind eye to issues that occur outside of the US, even though they sold their services to US customers. Enterprise should stand by all their customers regardless of where the rental takes place. It's a shame for such a massive company, that they care so little about their customers, especially when it comes to international rentals. So beware if you are renting from Enterprise anyplace outside the US. The company offers zero protection for the customer and will leave you out to dry.

Once again my payment failed to go thru, so the Representative called a Manager by the name of, "Fred **." Mr. ** attempted the same, but this time informing me that my card was declared a "prepaid" card and was not an acceptable form of payment. I explained I had used the same card on prior rentals, the last was just two weeks ago. I even brought up the receipt on my phone and showed him the payment information with the card information listed and Mr. ** insisted my card was unacceptable and that although it was accepted in the past, without hesitation, or error, it was a mistake to have done so by anyone at the Enterprise staff. I explained that it seems to be a "training issue" and I would've selected a different method of payment had I suspected in the least that I would arrive today and encounter a problem.

Mr. ** insisted another debit card would resolve the issue and I explained that I didn't have another form of payment and I used that card in particular because it didn't present a problem with my rental just a couple of weeks prior. Mr. ** said another form of payment would suffice and I assured him that at this I didn't have a way to get to a bank, store, or anywhere being denied the rental I had arranged. Mr. ** walked away from the counter and went to the back where he was no longer visible. It was at this point that I felt disrespected, and belittled by Mr. **' dismissive attitude in front of the staff and other customers. I'm left standing there helpless basically, panicked about what to do next.

I had to ask one of the Representatives to ask Mr. ** to return to the counter so I could continue to reason with him. Mr. ** returns, very nonchalantly, continuing to explain that although the fault was with the staff, he couldn't do anything to help, "just give me another card" seemed to be the plateau of his intelligence regarding my issue. I explained that if he was the Manager I expected him to not only be able to enforce the rules but also have problem-solving skills. I assured him I was a repeat customer by choice and I deserved better service including his undivided attention as he proceeded to leave the counter once again. Mr. ** put on display an "I could care less" attitude and that upset me more than anything!

While I attempted to get on the phone with my credit card company to see if they could help me in any way, while on hold, Mr. ** disappeared from the counter so I had to ask a Representative to ask, "cool-ass Fred" to come back to the counter since he chose to leave me stranded until I could figure out what to do. When Mr. ** returned to the counter I asked him who was the Representative that didn't have a problem processing my payment on the last visit. I told him the Representative that help me previously appeared to be very confident and didn't give me any indication the card I used was an issue at the time, nor would it be in the future.

Mr. ** said the employee was fairly new, and obviously didn't know what he was doing. I explained that if he was in fact the Manager, good business is to accept responsibility for staffing mistakes, lack of training, and not just sales. Mr. ** explained there was nothing he could do within his power to help me. I asked for his Supervisor, which he declined to share, but he did write the name of the employee who had helped me before as I insisted upon. While still on hold waiting for my Credit Card company to answer, Mr. ** leave the counter once again. I get an answer, explaining my situation to the Representative and by the grace of God, she offered, with an exception, a prompt payment method for the exact amount of the rental price if I paid by phone; the payment would authorize a hold on my card, allowing me to secure the rental.

I'm trying to complete the rental transaction over the phone, and trying to get the attention of the staff at the rental counter as other customers came in. Mr. ** is still hiding out, a lady comes from the back and I ask if she would help by looking up my rental so I can quote the exact price over the phone to my Credit Card company. She takes my card and proceeds to look up my rental with the hand-held machine.

A customer walks up from behind me as she's typing, get her attention and she immediately puts my card down and begins to help the customer. Amazed again by the lack of concern for my situation, I asked why she took on another customer while she was helping me first and she says, "oh well, you were on the phone and I didn't know what was going on" and she dismisses me and goes back to helping the gentleman. I explained I asked her to help me while I'm trying to complete my rental while I was getting assistance over the phone. I don't know why I would be standing here unless I was trying to conduct business. She ignores me. I asked what was she doing with my card if she had no intention of helping me, but she continues to ignore me.

I had to ask the staff to get "Fred to come to the counter and help me once again!" Mr. ** appears out of nowhere, I explained I had my Credit Card company on the phone trying to help, but I was blew-off by the representative who took my card and then turned her attention elsewhere. Mr. **, takes my card and proceeds to give me the information and I asked, "who was the one in the purple, she must be important because she has a walkie-talkie." Only then does, "Liz" turn to acknowledge me, asking that I not insult her. I told her not to speak to me because she wasn't interested earlier. Mr. ** asks me, "not to insult his employees" but had NOTHING TO SAY when I explained to him that she had dismissed me for another customer when I asked her for assistance.

At this point, I tightened my lips to restrain from becoming belligerent due to the lack of concern for my frustration, the dismissive behavior by Mr. ** and his staff, the lack of consideration for my prior successful rentals, and not even concern for the competition right outside the door! After 45 minutes or so, I was able to complete my reservation but I was thoroughly frustrated and I felt as if my repeat business was not the priority, or objective of Mr. ** and his staff at the Enterprise Car Rental, DTW Airport in Romulus, Michigan. It doesn't serve any purpose to have a Manager on staff that can enforce the rules that seem to change weekly, but they don't have the capacity to solve problems or offer resolutions. Luckily for me, I was able to able get help and it was within the business hours of my Credit Card company and to the knowledge of the person who helped me and I'm certain the angst in my voice influenced her to do so.

Needless to say, the car held up as usual, but the customer service at this particular Enterprise Car Rental failed me from every angle. If the training is the issue, as I suggested then please consider it pertinent to do better! I should've been offered an Uber, a nearby bank, CVS, Walmart, somewhere I could've transferred money, something, ANYTHING HELPFUL!! RA #**

I will pay but just need the original receipt from Texan Glass but they still won't give that. I am guessing but I believe that is because the cost is about 1/3 of that. I found them all day long from 270.00 to 680.00. Even the dealership was cheaper. They are scam artists and not even good ones. GO USE SOMEONE ELSE AND NOT ENTERPRISE. You should also read their National rating is 1.9 stars. SCAM SCAM SCAM. I have looped in the local TV station about this and they say it is happening more often than I might think. I will take my money to another company that isn't a scam. They are probably the company calling everyone about extended warranties as well, but I can't prove that LOL.

They will try to blame you for damages to the vehicle even if they were there prior to you renting it, they will try to push, manipulate you to buy their CDW at more than the cost of the rental, worse customer service if you were to speak to rep at their call centre (rude, unprofessional, unknowledgeable). Rude & lousy management at their locations, no trust in their loyal customers at all. I have been an executive elite member for almost 22 years, rented through national for more than 25 times yearly except the years of Covid-19 and one time in 2021 had an argument with a new manager at the airport location and she decided to put me on "do not rent list", locked my account, made-up a story and exaggerated the argument.

I've called Emerald, corporate offices in the hope of getting the situation resolved without any success. Got false promises whenever I called them as follow: A manager would call me? Never the case? Will pass-on the information to higher-up? Never the case? Called to have my account closed, deleted? Was told couldn't happen?

Enterprise holding is the worst ever company to deal with, feel sorry that National Car Rental is under Enterprise. One advice, never be loyal to these big corporations!!! They don't give a damn about your loyalty & watch out in signing to join their loyalty program because they sell your information and they make it very hard whenever you want it deleted.

I received credit card statement and had been billed for the full eleven days and was charged for the upgrade. I called and the manager said I should never have had to pay upfront and the sales person who handled it did so incorrectly. Explained that collision center was supposed to cover the last 5-6 days and manager said he would get bottom of it. It’s been a week and there has been no response. This was my second disorganized experience with them and will avoid them at all costs in the future. They took advantage of an emergency situation. I do not want a placating response from the company on this platform pretending they are interested in the situation and requesting a call because they want to know more. Call the actual office Portage Lakes, Ohio (08/20/2022 rental Jeep Grand Cherokee)

They listed the mileage on their billing statement...We obviously didn't drive the car anywhere else. We called our credit card company to dispute the charges. IT DOESN'T MATTER WHEN YOU DROP THE CAR OFF ON A SATURDAY, THEY WILL AUTOMATICALLY CHARGE YOU FOR TWO DAYS! I wish I had read other reviews regarding their fine print. Shame on Enterprise. Why bother to quote a car for one day at $96.00 when they know they will charge you for two?

Needless to say, no one came or answered my call, and it was too late to cancel my travel plans, so I had to find my way to Enterprise, which was very taxing. I was two minutes away from the building when an agent called. When I arrived at Enterprise, I told the agent my name, and he looked at the other agent and smiled as I explained why I was there. Immediately I realized that the agents were unprofessional, so I did not ask any questions about the pickup ride that did not happen.

The agent who did the forms was rude, and had a smirk on his face throughout. I was greeted by the same agent when I returned the car, and he laughed when he told me I cannot get a ride home. Also, lied that he was by himself, only to have the other agent walk into the room. LIARS! This customer service was horrible. It is one of the worst experience I have ever had with renting a car. I was mislead about a service Enterprise said they offer, and the customer service agents are unethical liars. I do not see myself renting from Enterprise anytime soon, definitely never again from this location.

They have now taken $898 out of my account 5 months later for the insurance rental with no warning and no communication claiming that the company hadn't paid the claim even though I never authorized a payment and did not even know the state of the account.. They refuse to give it back telling me to take it up with my insurance company. The domino effect this had on my finances due to no communication and no warning has been ridiculous. I am taking legal action. This is the worse car rental place ever! RUN!!

Upon arriving at Toronto Pearson Airport, the type of vehicle we reserved was no longer available. To make up for this, we were upgraded. Yay! Good start to the road trip. Though, when driving the vehicle to our first hotel stop, we noticed some mechanical issues when driving the SUV on the highway. We made it to our first hotel, dropped off our luggage, and then decided to make our first stop back at the rental agency to switch out the cars. The representative there assured us that they would make it right, and said we would be compensated by deducting two days off of our rental period. Awesome! I asked for paperwork to confirm this, he states this would show up on the final statement. We were able to switch the vehicle and started our journey.

We drove for about 10 days, then the issues started. On our last leg of our road trip the engine light of our car came on. We were very uncomfortable with our last long drive (10 hours) with the engine light on, so wanted to switch the vehicle. We visited the Enterprise Rental Agency in Quebec City. I explained the situation to Francois ** (Branch Manager). I understood that he did not have a car to provide me with, which is understandable. But the manner in which that message was delivered could have been more pleasant, rather than the “I don’t have time for you” type of attitude. We were directed to the airport branch. Mind you, by now we were 2 hours delayed from our schedule.

We arrived to the Enterprise rental location at the airport. Frederique ** (Branch Manager) was amazing. She listened to my concerns and took care of us right away. Shortly, we were back on the road heading to New York in a newer vehicle. Her customer service more than made up for our experience with the previous branch manager.

Later that evening we arrived at the New York Branch to drop off the vehicle. Firstly, that location is hidden and required me to drive around for almost 20 minutes to find the location, which happens to be in an inconspicuous parking garage. I dropped off the vehicle. I felt relieved, as I no longer had to drive. Much to my surprise, the next morning I received a phone call from Jim **, Branch Manager of the New York Midtown Manhatten Branch. I anticipated a “Thank you for your business” type of call. However, this wasn’t a pleasant phone call. He called to obtain my credit card and insurance information to charge my card for damages. Excuse me? There was no damage in the 10 hours that I had the car.

I explained that the damages were already on the vehicle prior to me taking possession and that I have paperwork and pictures to prove it. Paperwork was emailed to this branch manager. He said that this was just a formality and explained that he needs to file a report so the Canadian Branch would cover the cost of the damages. He assured me that I would not have to do anything more and that I would NOT incur any charges. That was a lie.

Shortly after, I received an email from the Damage Recovery Unit informing me of a claim made against me. That email was sent to me on July 21. I responded via email on July 22. I followed up with a phone call on July 25. I was informed by the representative that they see a claim, and they are waiting to receive the cost of the damages to charge to me. I explained the situation and told them that Jim ** said this was a formality and that there would be no charges. She appeared to be surprised to hear of my concern, but she noted my concerns on file and filed the dispute. She states someone would get back to me. Days passed. I heard nothing.

On August 3rd, I followed up with a phone call. I, again, I was informed that someone would get in touch with me. On August 17th, I received an email stating that the company made “a decision to take care of the damages and costs of the claim.” I am thankful it came to this conclusion, however, it is a decision that should never have had to be made in the first place, and one that should not have involved me. The uncertainty of those 3.5 weeks was unnerving.

I was grateful that was over, but now, the billing issues. I reviewed my credit card statement. Remember at the beginning my comment on straight-forward? When making my reservation, I received an itemized list of the charges I can expect. I was in agreement with this. In reviewing my statement, I was charged an additional ~ $500!!! Plus, those two days that I was told I would be compensated for never appeared anywhere! I spoke to the call centre on August 26th. The first representative informed me that the extra $500 was rounding out my charges and that she would send a message about my concern regarding the two-day compensation directly to the branch. Who rounds up by $500?

Additionally, to expedite the process, she recommended that I contact the branch directly. She provided me with the phone number and again, I was connected with the call centre. This representative provided me with an alternate way of getting in touch with the Toronto Pearson Airport branch. I called that number, and yet again, was connected with the call centre. So frustrating. I asked this last representative for the phone number to the branch so I can call it directly, he said “No, I won’t do that.” Straight, and to the point, I guess. But, terrible customer service. He said he would send a message about my concern to the branch itself. Why is getting in touch with the branch so secretive?

The experience I’ve had with Enterprise Rent a Car has been an eventful one to say the least. It is one thing to enjoy time spent with my family, but the aftermath of worry, anxiety and frustration is definitely clouding over the memorable moments we had on our trip together. I dropped the car off on July 19th. It is now August 26th. I’m spending 5+ weeks dealing with issues that has not yet been resolved for a car rental that I had for 11 days! I would have provided this review with 1 star, but the one saving grace that raised it from a one star rating is Frederique Chasse-Boucher (Quebec City Airport Branch). She was amazing.

In looking back, I’ve come to wonder: Is it poor business practices? Lack of training? Lack of regard for the customer? Have I been intentionally misled? I deliberately chose Enterprise Rent a Car as I felt this was a company that took care of their clients. I felt assured that I would have a worry-free vacation. Was I wrong in feeling assured about their reputation?

Original Review: Aug. 26, 2022

Still waiting for my jacket to be returned! Or a call or email from them!! It has been over five days and three phone calls later! No return of my leather Michael Kors jacket! Very unhappy customer! Arlene

Then they sent us a bill for over $2,000 for "repairs" to the roof, hood, fender, aperture panels, sliding door, door shell, and "pillars, rocker, and floor". Enterprise has not acted in good faith, they are unethical in their practice, and we will never rent a vehicle from them again, even though they are endorsed by USAA and AAA. Beware, and take your own pictures both before and after renting a vehicle from Enterprise.

The untrained, terribly unprofessional arrogant ** behind the desk told me "it was not his job" to call me. I questioned if making a "reservation" at Enterprise meant anything, and the same person told me "only if you're on time". I again emphasized I needed a car, and a minivan was not going to work. The Dallas market has countless Enterprise locations, and pressed him to find me a car. (I had to ask for this - it was not offered.) He looked me in the eyes and said "I'm done". I retorted, "you're done? What does that mean?"

He clearly needed me to roll over and was not accustomed to someone not accepting unprofessional and careless support. Also, during this conversation with the 'frat boy imp' behind the desk, the person in the manager's office closed the door during the conversation, rather than coming out and helping. This clearly was going nowhere. So, I left.

I Ubered back to my office and called the ENTERPRISE Corp office. I explained my experience at the GRAPEVINE TX office, and they apologized, and kindly and quickly lined up another car to be delivered to my office at 4 pm. I was thrilled that the customer service agent was willing to help me out of the mess. I was certainly grateful for the young lady's support. However, at 4:05 pm, the new Enterprise office (KELLER TX office) called me and asked if I was going to "come get my car." ( I thought they did not call customers....?)

I let him know, quite respectfully, the reservation states that they were going to drop the car off at my office - that I was tied up with customer meetings the rest of the day and had been told that they would deliver the car. THIS particular clown retorted in one quickly delivered sentence *(almost rehearsed)... "We don't deliver cars from this location, would you like me to cancel your reservation?" You can't make this up. ENTERPRISE is the absolute WORST business I've encountered in the last 20 years. They are so completely disconnected, entitled, arrogant and dismissive of 'customer service.' They don't care that people make reservations for a reason - and it's typically out of necessity.

I will NEVER attempt to rent a car from ENTERPRISE again. Incidentally, I spend over 100k a year on Car Rentals in my three businesses. I've never had this issue with National, Hertz or AVIS. They are pretty good at accommodating me if there are any issues - and actually, upgrade me for free if the car I reserved is not available.

ENTERPRISE has not only lost the chance to win more of my business, they now have another person that is entirely dissatisfied with their organization and will only warn others of the miserable and unprofessional culture at ENTERPRISE. After these two back-to-back comical interactions, I am pretty confident that it's a company culture issue that enables their employees to act with complete arrogant impunity and unprofessional acumen. So terrible. Save yourself the risk of this - rent elsewhere.

That following Monday I reached out to complain about the issues and a young by the name of Cassie called me back and assisted me with getting someone from the MCI location to email, they did email me, but when I replied back, they didn't respond. I then had to call Cassie to get some assistance, she spoke with someone that the MCI location and they stated that they would refund me half my money back and give 2 day redeemable points. This did not happened right away. It took me having to email them asking them on the items that were promised to me. I then received an email from a Kevin informing that they were going to process the refund and to wait about 7 days and the points will be on my account.

While I did receive the refund, they still to this day haven't put the points on my account. I just want them to keep their word and give me what they promised. Now no one is responding to any of my emails or phone calls. After being a loyal customer to this company for years this how I'm getting treated. It's actually extremely disappointing. Not that this will matter to them or even hurt financially but I will not be spending another dollar with enterprise and will tell any and everyone I can about the disappointing experience.

I was furious, and outside of dropping an F-bomb and mentioning that anyone with two brain cells to rub together would have informed me WEEKS ago that I HAD to have a chipped card, I remained relatively composed if a bit incensed. At no point did I direct my anger at anyone in particular. I even apologized for letting the one word slip. The manager, whose name I did not get, exercised VERY poor customer service skills. He offered me no realistic alternative that I could put together in time. Instead of any apology or show of understanding, he demanded that I 'leave'. I have been in customer service for DECADES and know that demanding a customer leave is the LAST resort for dealing with someone who CANNOT be calmed down or is a severe disruption. I was neither of those.

My event was TAKEN from me by a FAILURE of Enterprise or ANY of its employees to inform me of this requirement in a timely fashion. I COULD have used another method IF I had been informed beforehand, but THERE IS *NOT* EVEN A MENTION in ANY of the terms/policy pages ANYWHERE on the website that a card with a 'chip' is required.

I get that, due to my bank being behind the curve, companies like yours feel that people like myself aren't worth dealing with, but the lack of consideration of Enterprise for people in such a position and the poor management practice that only put salt in the fresh wound of my plans being trashed are why I will never ** deal with this company again and will seize EVERY opportunity to steer people away from it. The failure to display clear, considerate requirements up front, and the poor management training speak poorly of the company. The only good thing I have to say is that one of the people there had the decency to give me a ride home.

I asked him why didn’t he try calling me to advise me they were about to close as he had even asked me for a second phone number? Or tell me they closed at noon when I told him I’d be back in a couple of hours? He said it was not his job to call me and that I should have noticed their business hours. I asked him if he actually thought this was the expected customer service from Enterprise, and he adamantly said he had done nothing wrong and was in fact ‘right?!? Very arrogant and pathetic!

When I asked for his name, he only gave his first name, even when I asked him for it twice more. I told him to cancel my order as I was no longer interested in renting a car from enterprise, he again with an arrogant tone said, “I have already canceled your contract”. I know it is very difficult to find people to work right now, but this arrogant and nonprofessional individual is detrimental to Enterprise Rental Car or any customer service oriented business. I told him that he should get customer service training as my experience had been horrible and he literally just shrugged his shoulders in response.