Enterprise Rent-A-Car Reviews

Original Review: April 20, 2024

My experience with Enterprise (Alamo) started off great, but it quickly turned sour. Dropping off the car in good condition should have been the end of it, but instead, I received an email stating they were withholding my $495.55 deposit due to a small dent in the front right bumper. The problem? The dent was already there when I picked up the car, clearly visible in a photo I had taken beforehand. Despite emailing them proof of the pre-existing damage, I haven't heard back from them or received my deposit back. It's incredibly disappointing to encounter such sketchy behavior from a company I had trusted.

Original Review: April 16, 2024

I have NEVER been more upset with a rental car agency in my life. The Miami and Ft Lauderdale Airport Enterprise locations were both unresponsive to our immediate needs to make our flight when the car given to us was an unsafe vehicle and broke down on the highway blocking traffic, with a potentially known faulty transmission. Additionally, it is now 4-16-24 and NO ONE has gotten back to us to apologize, refund us for our terrible experience, or give us a compensated car rental for our troubles and many years of loyalty to this company. We were stranded on the highway on 3/27 and they told us to call highway patrol because it would take them over 2 hours to help us. Highway patrol said they could not tow the vehicle and told us to call them and have their Miami staff sit with the vehicle.

When they were unresponsive highway patrol waited with the car until they drove the 2 miles to get their car so we could make our flight. I talked with 9 different departments and individuals over the past 3 weeks and no one has gotten back to me even though they claim they will within 2-3 business days. The only communication I have received back is a receipt of them charging my credit card on 3/29. We used the car for a total of 1.5 hours from Ft. Lauderdale airport to our Miami hotel and to the Miami airport. I have called and left messages that were recorded to MANY people.

They were unable to connect me to Ft. Lauderdale Airport's Enterprise personnel nor Miami even though I have ALWAYS been able to speak to a live person immediately at every other Enterprise I have ever rented from as a loyal customer throughout the Midwest and East Coast airports. I am beyond dissatisfied and have canceled payment for this experience. I should sue Enterprise for knowingly giving us a car that had a faulty transmission. DO NOT rent from the Miami or Ft. Lauderdale airports. If you have any problems they will not give you any assistance. They will also not honor what you pay for in terms of car types. I paid for a luxury vehicle and was given a standard SUV. Erika **

We went in, they had us a car waiting, apologized for our delay in travel (10 minutes, tops) and told us not to worry about the gas due to the trouble. They had offered to meet us and change the tire if we did not wish to detour to pick up another car but they had pinpoint us an enterprise location based on our route and was so organized between the two offices it only took us 10 minutes. All three cars we used were clean & new and Very reasonable on rental price. The employee’s top notched!! Definitely will use in the future.

They ripped me off of the $25 fee. They informing me about the citation then let me pay first. Give me 24 hours at least. I spoke to the person and said it's their procedure. It's very unfair to the consumers. What's the use of the 30 days grace period when you Enterprise it's in hurry to grab the $25 admin fee before the grace period. What's the use of that email when you do not give opportunity to consumers? What if I dispute it on the process because I still have an ample time to dispute?

When I called the 24/7 customer service line explaining to them the situation, we were told the only people who could give the authorization is the locate office where we got the rental from. Which to me is crazy because they supposed to be over the locate office. Anyways we did what was told and got the authorization the Hope Mills, NC office.

Well the owner of the tow company wasn't in his office at moment when speaking to Enterprise. When he return to his office the locate office were closed, so he called 24/7 customer service line. After explaining to them once again of the situation the lady refuse to give the authorization to release the car to us. She put in an order for someone from Enterprise to pick it up from the towing company but ensured us that will be able do exchange for another vehicle since she was having someone to pick it up. But we would have to exchange at the location where we got the rental from.

Well after finding a ride from Florence SC back to Shannon NC, the next morning we called the Hope Mills location explaining to them what happened and what we was told about getting exchange vehicle. We were that we couldn't get an vehicle until the other vehicle were return back to the location, but the manager said she would refund us the money back as we turn in the car early, so we could purchase another rental at an different location, but the money would take up to one or two business days. Which was inconvenience to us because we had family vacation plan that we lose money on due to this experience.

And all we get back in return is a portion of the money of the rental. The locate office of Hope Mills NC have always been amazing to us but the corporate office gots to do better. We are still suffering emotional and mentally from this devastating experience that could have been resolved in a matter of minutes not to mention the money we lost out on.

I called state farm. Spoke to everyone, everyone there sees the rental is due the 13th which is Monday the day I called. My case worker is so upset over the overcharges and fees they tried to take and sneak in. She extended the rental till today. I am going through it, I have no vehicle, I'm currently looking for a new vehicle. I have herniated discs in my neck, my knee is not working properly, all from me going to work following the law. And here is a place supposed to be helping is literally scamming us. And is trying hard to charge me still. They are rude, no compassion, no customer service, no reading and comprehension. I'm so angry. I'll never see another enterprise after this.

Day 2. We got a flat on the freeway and had to pull into an unsafe neighborhood. It was past business hours and upon reaching out to roadside assistance and explaining our situation the person we were speaking to spoke to us with no urgency.. Kept asking a bunch of unnecessary questions that we hung up to get another agent. The 2nd agent called us a tow but said that we would be without a car because it’s closing hours. Mind you I have 3 kids one being a newborn. We had to book a hotel nearby and remove a week's worth of stuff including car seats, stroller, etc. They called an Uber and after telling them we have 5 people with a bunch of luggage and cargo they sent us a 5 seater sedan. That we had to tell to leave because we wouldn't fit. We had to call again to tell them about their mistake and it took another 45 min to finally get the right vehicle.

This whole process took 5 hours and we didn't not get to our hotel until 1 am. No dinner. No nothing because we had no car. They also don't provide spares in these vans so beware when taking a really long drive. We felt unsafe the whole entire time and the urgency was nonexistent. Day 3. We had to wake up early to try and find a car. Running on no sleep we spent hours trying to locate another Van and we basically had to do all the work as no one seemed to call back. We finally located a Van and upon receiving it we were so hungry, tired and also reaching checkout time we quickly got in and just drove off trying to find food. It was a Chrysler Pacifica again.. Much smaller than the Toyota and our things barely fit into and the back seat was crooked and would not allow proper trunk space. When driving it, the brakes shook the whole steering wheel and each time I accelerated it felt like whiplash that my children kept getting car sick.

The AC reeked of some type of perfume was dumped in the cooling system and we all felt so dizzy. We spent day 3 trying to find a Toyota Sienna only to find out no one had one and that it was an impossible find. Mind you it was raining that day and the windows kept fogging even with the defroster on and it was becoming unsafe to drive because the windows were impossible to see out of. By the end of the night we located a branch that had a van but it was going to need an oil change they let us check it out, test drive it and said to just come back tomorrow after 2 pm the latest and they will have it ready. We asked if we needed to do any paperwork. They said not to worry just come back. We had to get another hotel as the current van we had was not going to cut it on a 400-mile drive. Another part of our trip we did not plan to spend money on.

Day 4. We were so exhausted that we asked for an extended checkout and paid extra fees just to get some rest. We called the branch at 11 and spoke to an agent. They said they were slammed but if the van is out for an oil change it will be back. No specifics. No nothing. They seemed uninterested in our troubles. By 1 pm we called again only to find out they don't know what van we are talking about but they do have a van. It just has a huge stain on it that won't come off. We spoke to the manager Austin Newport CA and he was rude. He said they don't have a way of keeping track and also don't have a way of finding out who we had spoke to even though we were physically there. We were not on the phone when we made all these plans.

We spent hours up until normal branches closing call over 10 places with no one having a van. Ended up having to drive to an airport 2hrs away opposite of the route we needed to take just to get a van with no idea if they even had one. When we got there we told the guy we wanted to do a swap and he asked if we overheated since the car smelled the coolant. We explained what happened and finally we got the help we needed.. Christina from San Diego Airport was empathetic to our situation was willing to upgrade us (but we needed an actual van) and apologized (not one agent said sorry about all of this..). After $500+ in extra fees we had to spend on hotels, emotional stress on my family, my kids, our safety the way all of this was handled… DO BETTER ENTERPRISE!!! We have 4 days left on our trip and we spent 4 of them trying to find a decent van with little help.

I'll write another review when we return our car and let you know how that goes. I have video picture documentation. I am so livid I already wrote reviews on a few branches, I am writing here and I am going to make my way to corporate! This vacation should be on your dime!!! We did not get what we paid for, we did not get the quality or care this company tries to promote. How dare you put my family in danger and move with no urgency.. To have no solution in a situation after closing hours that displaces our family. 2 kids and a baby without a van away from home with no food or place forcing us to pivot our plans spend more time in a place we didn't intend. To waste days, hours, etc. trying to find a safe vehicle. You crossed the line for your poor handling, audacity to send out vans with major issues that could have been life-threatening. Hold yourself accountable.

3. Charged me $36 for tolls four months after I had already given them the confirmation number from the toll company of my payment. I am still fighting this one.

The headaches associated with this company's unethical behaviors is not worth their potential value.

I got a call from a lady w/ Enterprise on Monday Feb 12th saying the reservation was for Wed Feb 14th at 10:30am. I told the lady that it was supposed to be for Tuesday because that's when my vehicle needed to be dropped off at the body shop. Apparently this annoyed her because she replied with an angry tone that all they had was Wed at 10:30am. Ok, fine, I'll make it work.

I was dropped off by a co-worker at the Enterprise store Wed at 10:30am only for the manager Tj to inform me the reservation was Thurs at 7am. I told him it was supposed to be for Tues originally but a girl called Monday and told me Wed at 10:30am. He said no, it's in here for Thurs at 7 am but he would try to make it work. Ok, no big deal, I can wait. While I was waiting, I asked when it was changed in the system and asked if anyone attempted to call me to inform me of the change. Tj replied that no, it was never changed, it had originally been set for Thurs at 7am and I must have misheard her when she called me. This upset me because I did not hear her wrong, I know the difference between Wed and Thurs. He replied that if I didn't like it, I was more than welcome to go somewhere else for a vehicle.

Well Tj, no I cannot because my insurance company reserved this rental and informed me they only work with Enterprise in town so that wouldn't be an option for me. He stated that was not true and he was not 'arguing' with me. That I misheard the girl and I could go somewhere else for a rental because my insurance company does work with other rental places. It is absolutely APPALLING the lack of accountability Tj took and even more appalling that he was blaming me, implying that I was LYING and his only solution was for me to go somewhere else. What a way to run a business and retain customers!

I was then taken to a minivan when a sedan was reserved for me. I asked them why it was a minivan instead of a sedan and that I did not want to have to deal with the price of gas in a minivan vs a sedan as the vehicle was reserved for me to use through the 23rd. I was again told (by Ren this time) that if I didn't like it, I could go somewhere else. I explained to him that no I couldn't and I didn't have time for this because I had to return to work. I was highly stressed out at this point by the situation and the lack of customer service in this place. I texted my husband since he was dealing with the insurance company to tell him what was going on.

Fast forward a few minutes... My husband then called me to figure out what was happening. As I was sitting in the driver seat of the vehicle speaking with my husband, I signed the contract on the IPad handed to me by Ren and gave him my credit card for the deposit. He ran my credit card then told me because I was 'being disrespectful' in my conversation with MY HUSBAND, he was voiding the contract. I told him my conversation with my husband was not his business and the conversation was not even about him as I was telling my husband what happened with the lady who called me and the unprofessionalism of Tj the manager so I was unsure why he would be upset? He stated that I was talking about what he does and he didn't like it then in a raised voice, told me to get out of the vehicle! Who does that?! Lol power trip much?

I placed a call into the corporate customer service line and was told a regional manager would reach out to me as the rep I spoke with was also highly appalled with the way the employees of this store behaved. I have not heard from a regional manager at this point so maybe they're already aware of these employees' behavior and condone it? Not to mention the offensive smell inside! I called the corporate number again today and requested to speak with the regional manager's boss and was told by the customer service rep that she sees my reservation in the system STILL LISTED AS WEDNESDAY JANUARY 14TH AT 10:30AM!!! Terrible, terrible people at this store!

After choosing the vehicle she gave me her card and said, if you need anything to let her know. She included her email address and office number. The manager Ms. Vanessa L., went above and beyond what excellent customer service and if, you are renting a vehicle at this location, make sure you ask for Ms. Vanessa L., Mgr. She does such an excellent job that she should be promoted as a trainer for Enterprise. Hats off to Vanessa L., Mngr for excellent customer service.

When in front of Walgreens I get out the car and he said "HURRY UP." I looked at him and said, "WOW." I went in, put money on my card and when I came out he left me. I walked to the Enterprise location and was told by Derrick the branch manager that he doesn't believe my story and he will not rent me a car. He would not give me his last name. I am beyond disappointed with this company and they have lost my business forever. And I will make it my duty to encourage others to never rent from them again!

I would highly discourage one way rental from O'Hare, and I will be looking for future car rental from their competitors. I have used Enterprise in the past with no issues, but I can not endorse them any longer. Very poor resolution options or means of resolving this gross overcharge. Keep a printed copy of your original agreement, as it has been impossible for me to dispute the charges on my credit card without it and you can not get it from Enterprise.

To facilitate the claim process, I called the other driver's insurance company to open a claim providing all photo and documental evidence and called Enterprise DRU all what I have done with all material provided. However, they did not proactively reach out to the fault side. Until November, they sending me warning letter that I have to cover their damage, I called them again, repeated the whole process and highlighted that I was the victim, told them I tried my best by keeping all evidence and facilitate the whole communication process.

The specialist did not have any acknowledgment on all of what I did, but just repeating saying I need either have the other driver's insurance company to pay, otherwise I have to pay this damage. Sounds like it's all my responsibility and they do not want to spend any time on this. All they do is to pushing pressure to me that they would send this to collection agency. My family and I were super frustrated with this process and their attitude of treating customers. If you rent from them, be careful.

I had paid them a $200.00 deposit when I picked up the car with my debit card. I was informed that it was for the additional coverages. I informed the staff person that I was never informed of what those coverages would total and refused to pay it, due if I had been informed I would of had him cancel the coverages on the spot. I was then told, "Fine, we will just take your 200.00 deposit and you can go."

I checked my bank statement to see how much my pay check was on the 29th and Enterprise took 2 payments totaling $100.00 each on the 28th and five payments out at $100.00 each and one for the $48.58 on the 29th. I called my bank right away and blocked my debit card (which I had automated bill payments coming out of). I called and talked to the manager of the enterprise rent a car in St. Cloud and informed him of everything and he informed me that he would talk to their corporate office and call me back, He never did and when I called to reach him later in the day, I was put on hold and then told that the Manager left for the day. Due to them stealing this money and many attempts to get this resolved, they still as if today 1/6/24 not refunded this to my account. Whatever you do when you need a rental do NOT go to Enterprise Rent A Car in St. Cloud, they will steal from you and not resolve it!

This morning I returned the vehicle and the regional manager, Mark **, said he needs to keep my vehicle deductible and are filing a claim for my car insurances $1,000 deductible. I feel this is such a scam especially if this is what they are doing to everyone who rents this Chevy Malibu. I would like this investigated further. I have left a several message for Joseph ** the Area Rental Manager, who apparently was the one who gave Mark ** the green light on charging the deductible and keeping the deposit, according to Mark, He told me to do this." Is what I was told. I feel horrible for any other victims of this and hope it is investigated further. I have sent the video and documentation to our family attorney in hopes we can be reimbursed and perhaps start a formal lawsuit with anyone else who has been a victim of this.

I called Enterprise back to see if I could get another vehicle, but they were closed. I had no choice but to keep the vehicle for the time being. I went to Target and picked up all kinds of cleaning supplies and smell good stuff and wiped the entire car down. It took maybe 2% of the smell away. I then drove home which was 82 miles away with all the windows down in 38 degree weather.

The next day I went to the Enterprise near me to exchange the vehicle. But, they did not have any Fords available. (apparently Ford has a lot of recalls at the moment) but told me that I could go to Roseville because they are the only ones in Northern California that have any Ford's. Well, I did not want to make another 164 mile round trip.

THE GOOD PART!!! The employee Ariah **, took charge and really wanted to help. She grabbed what cleaning supplies they had and despite gagging herself, started cleaning. I showed her where it was strongest and she located an area under the seat where the vomit had piled up and dried in a storage area. She also found it on the back of the seat, carpet, plastic molding and rear seat. It was so gross.

Anyway, she did the best she could and by the time she finished up, the smell was 40% better. She did everything she could. And although the smell was not gone, I give her a thumbs up for trying. I guess the car cleaner needs some retraining. When I retuned the car, 29 days later, the smell was almost 90% gone. It was really in the fibers. The employee who took the car in felt bad and gave me a 2X free upgrade for the next time.

6. If the plastic had been broken within 24hrs, the black rubber molding would be shiny and not weathered and aged.

He said it was out of his control and I would be contacted by Damage Recovery. On Nov 30, 2023, I received the first contact email from Damage Recovery. I replied with an email explaining the situation as I am again doing here. I then notice that my damage deposit ($300) is refunded the same day. I thought the entire issue was resolved until I get a letter on Dec 27th stating I owe $311.37. That in itself, is somewhat suspect. As shown in your own paperwork, parts ($34.63) and labor ($86.40) was the total repair cost. You then add $100 for sublet and $50 admin fee, plus $40.34 for loss of income. So, a repair that costs (P&L) goes from $121.03 to $311.37.

This is somewhat off the subject, but I do want it noted, the car had not been washed when we picked it up. We stopped at a gas station to clean the windshield. I have rented from several Enterprise locations, but this was by far the worst looking and managed. It is also hard for me to believe that all Enterprise employees working the front desk have college degrees as I had normally thought and been told. The fact that no pictures showing the vehicle was intact prior to my renting it should be a flag. I was told at the rental office that they had the pictures, but they would not produce them.

Two weeks later I spoke with a representative about payment on the car. I explained that I wasn't the correct party for that issue. I spent the next few days trying to reach the insurer and drove to the shop. I spoke to the shop owner, the insurer & the enterprise person. I thought everything had been cleared up. With in a week I started getting text messages from an outside party in regards to the car (payment & return date). I explained to that person that the car was rented for me by USAA. Their insured person hit my car and I would need the vehicle until my car was fixed.

To make a long story short, I was arrested at gun point with extreme prejudice for grand theft auto. This has not been a pleasant experience. It is also not over. I had to post a bail bond and I am still going to court over the charges. All this started when some woman hit my classic Datsun 280 zx turbo. To make matters worse, the shop my car was in gave me back my car with the door off & in the hatchback portion of my car.

I would avoid this place if you can. If you have NO OTHER OPTIONS, Take full video of the car the roof the undercarriage, EVERYTHING. They are clearly doing this as a fundraiser. It’s been several days and no response on my deposit. Poor service. Skip this place. I’d be happy to take this review down if I hear from the DM with a resolution.

We got the car back to the Enterprise at 4:30pm on Sunday, and were told we would receive our final invoice on Monday. Days later when we FINALLY can see what we were charged, we saw that the extra day was added back onto the invoice. So now a week after we originally picked up the vehicle, we had to return to the Enterprise AGAIN to ask why these charges were added on when the vehicle has dropped off 19 hours before they claimed it was. We will NEVER be using this location for rental vehicles again, and I highly doubt we will ever use Enterprise again after this experience.

They REFUSE to take responsibility for this. It is THEIR car, their recall that they told me I HAD to return the car, and they refuse to pay for this damage, even though that car would have never been driven that day to get damaged if not for their insistent on returning the car. When I spoke to the office manager, she promptly told me, too bad, if I don't like it, they will pick up the new car and I can take my business elsewhere (to Hertz?). I asked to speak to her boss (which I had and he told me they would work with me), but when I asked to speak to someone higher up, than her boss, she refused to give me a name or a number to call because "they don't have any bosses that they have to answer to ".

I wonder what the CEO will say about that comment to a loyal customer?? EVERYONE has a boss they have to answer to, but not this office, because they hide what they are doing to the public FROM the public and their bosses, so HOW can there be any transparency? I have other charges that I wish to dispute, but with no one calling me back from corporate, what can I do and how can Enterprise be called out for this behavior? My credit card got charged $1000, but I have yet to receive any kind of itemized bill, despite repeated calls to this office during the last 2 weeks. HOW does someone get a hold of corporate, when you call the (800) number and all complaints go back to this office and they cover it all up? There is NO phone number to speak to anyone at the corporate level. Even calling the home office, the CEO does not come up with a contact number. WHY? Why is there NO transparency at this company?

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.