Enterprise Rent-A-Car Reviews

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.

After I ran the card at their location I called and had a freeze put on my bank account. The gentleman I talked to wanted me to unfreeze my bank account so they could try to charge me the $50 but I'm sitting at home without a car so no you are not running my credit card for a car I do not have. Now mind you they have a signed contract with my name on it but they did not get a deposit from me and I have a witness that brought me up there and then back home to prove I do not have a car from them. I don't know why they lie and say that they are only charging you a $50 deposit and then try to charge you more because that is considered fraud.

I had my insurance company switch me to another rental company and let them know that even though I signed a contract with Enterprise I do not have a car from them and the lady that brought me up there is my witness that I do not have a car from them. This is the worst experience I've ever had with a rental place ever so I don't know why they're saying they only charge $50 for a deposit when they try to charge you more. I don't know why they flat out lie like that. It's ridiculous. Now here I am without a car for 5 days because I've been waiting 5 days on them to get a car for me to rent. But now I have no car after waiting 5 days on them to get a car I can't rent because they are trying to charge me more than the $50 that they assured me was all I had to pay. They try to sneak in extra charges on you for no reason. When they tell you $50 it should be $50 and nothing more if your rental is getting paid for.

Went back to the location same day, and they said I'd caused damage. Took some doing, but they finally showed me a single picture of damage. Someone had ran into something damaging the lower pass side air dam. The damage was very fresh as there were no bugs within the damage. I asked the manager why I wasn't called and she said "it was a Monday, we were probably too busy". I tried inspecting the vehicle but it was already at the body shop. Went to the shop and they refused to let me look at the vehicle.

Around the 27th of June, 22, I finally received a "bill". It included more pictures to include the mileage which was now at 52,021. The body shop is 1.7m from their location. (I google mapped it). I voiced my concerns with the additional mileage and was blown off, saying they sometimes have to drive to other locations, get fuel (I filled the vehicle at the Cenex right next door, literally) or other things. Enterprise's claims/customer service department basically called me a liar as "our employees would never damage a vehicle and blame it on a customer."

I'm still curious on the additional 9ish miles that were driven since I'd dropped it off but was interrupted with the same excuses. I KNOW I didn't hit anything, IMO, one of their employees was driving it to either wash it, or the other Minot location and ran into something and blamed it on me. I will never rent from Enterprise again, nor any of their affiliates. (National or Alamo, maybe more...) If you do, I'd highly suggest you take before and after pictures/video WITH date and time stamps within the pictures/video.

So, I spoke to three or four people, and still was no closer to getting a car than when I’d started literally hours before. I can’t believe it has to be so complicated just to speak to a person anymore. I went elsewhere to get my rental. After all this, zero contact from the branch. I have serious health issues and have neither the time nor patience to literally try for hours to reach someone at the branch and still not get anyone. Don’t tell me to contact you. I’ve already made other arrangements with your competition. And, that’s where I’ll go in the future.

I raised hell as soon as I pulled in the lot to return it. The manager Joe looked at the photos and did this was unacceptable. You think Joe? So he gives me 1 hr off the price of the rental for cleaning it myself and a promise for a great deal on my next rental…ok. So now we are in 2022. We had to rent from Philadelphia’s airport because my local agency did not have any more minivans nor did any of the area shops. There was a selection of three vans. The first van looked like someone mad keyed it. The second van was NOT CLEANED!!!! I’m thinking this is impossible to happen again! Two years in a row??? No way. But as the photos present itself, it has. So I asked the gentleman if he could clean the car or if we could rent another van. His reply was simple, No!

The reasons he gave was two fold. The first reason was because the third van that was on the lot was smaller than the one that was ultimately given. The second reason was because they do not have anyone right now to clean the vehicle and that it will take hours for this to be done. Therefore, enterprise made it impossible for us to have any other choice but to rent the vehicle (the best out of the three). Before the agent went back in the air conditioning, he placed his hand on the driver's seat and swept dirt on the van floor then patted that chair. I called enterprise customer service line to get the runaround. I have been calling since my return home on 6/27.

My local agency told me that they do not have anything to do with the rental and to call Philly. Called the Philly number that was given by customer service for it to go into a customer service recording loop. So I took note that a enterprise’s credo/motto is to rent clean, and sanitized vehicles. Two years in a row does not substantiate this motto! I am no longer waiting for a manager to respond to my request for a callback. Nor am I arguing with lack of interest phone representatives. I will send my photos to an attorney and I will see then how enterprise will react! This is not acceptable and I will not allow this corporation to sweep another year of filth under the rug.

I will look into renting from another company here on out! And the person who responds to online complaints does not respond back as he notes he will look into matters further. This does not happen! Nothing is addressed! I just refuse to keep calling enterprise’s lack of customer service line to get more lies of management call back. And by the way, this has all happened during COVID! I don’t need the Lysol wide left for me to clean with, but thanks for the concern. **

The next morning, I call the local Enterprise and they have no record of picking me up, my reservation, nothing. They eventually come and get me and bring me to their location. It is not a $50 deposit, it is a $300 deposit. It is not fully covered under the $30 per day, it is an additional $22.76 per day out of pocket that would be taken from the $300 deposit and would need to be replenished once used up. I am floored by the difference, and they didn’t care. Even the claims adjuster is bewildered by this.

Fast forward a week and 3 days, I am back visiting my family and the check oil light comes on. So I called the roadside assistance. They set it up for me to go to the local airport since they have vehicles and are open (it’s Sunday), to swap out vehicle. I cancel my plans and drive to the airport and speak with Nick. Without even looking at the car, he tells me the vehicle is fine, they just did not reset the oil light when they did the oil change, it still has another 4k left before it needs to be serviced, and besides, they have no vehicles available. I told him I was told they do and I questioned him on how he knows something isn’t really wrong, oil leak, etc. He walks me out to the car and lays on the ground and says, "No oil leak, it’s fine." He tried to reset it, but it didn't work. He said the vehicle is fine but he would have to try to figure out by watching a video on how to reset it but he can’t right now but I can Google it and the light will go off.

Nick never lifted the hood to check the oil level. He went back inside. I sat there and let the car cool off for 10-15 minutes and then lifted the hood and checked the oil pressure. I wasn’t seeing anything but a drop at the end. Another kid that works there asked me if there was a problem, he said he saw it right there, I told him that was where my napkin was. He calls inside to have them bring me out a key to another vehicle. I said, "I thought you guys didn’t have any vehicles," he was very cocky and said, "We don’t but we are going to short ourselves another vehicle." I waited, and waited and waited. As I waited I googled how to reset the oil setting. It wouldn’t work. Eventually it did work and they still didn’t come out with a key, so I left.

The next day I was driving again and the check oil light came on again. I was supposed to drive home the next day and since I “reset” it already, this must be a real issue. I called the roadside again. While getting a replacement set up and they were to bring a vehicle to me (4-6 hours) and tow the vehicle I had at 9, we got disconnected and she never called back. I called again, this time I got another rep. She tells me that Triple A will be delivering a new rental to me and gave the same time the current vehicle was to be towed. I told her, "No, Triple A will tow a vehicle, not bring a rental to me." She insisted I was incorrect.

I asked to speak to a supervisor, she said she doesn’t have one, I insisted. She said she is not allowed. I asked if she was refusing, she said she would transfer me to one and transferred me to the branch which was closed. I called back AGAIN and spoke with Toni, demanding a supervisor, she said she can have one call me back. I told her I am not getting off the phone and neither is she until a supervisor is on the phone. Finally I got Imani, the supervisor, on the phone. As I am explaining to her what is going on, Matt from Ronkonkoma, NY (the airport I was at the day before) ** calls and I merge the calls, letting Matt know that Imani, the supervisor, is on the phone with us. Imani is silent.

Matt tells me that they will not be bringing me a vehicle, they have no vehicles so he doesn’t want to waste anyone's time because he doesn’t have any. I was explaining to him what happened the day before and he kept talking over me. Matt wasn’t listening to anything I said because he offered to tell me how to reset it. I told him I already did it and it came back on again. He said well there is nothing he can do for me, he has no vehicles. Imani then spoke up, advised Matt that he needs to put this as a priority and to cancel a reservation if he has to. He said he has nothing available until after July 4th. Imani advised him that she would be speaking with his superiors on this and because of his tone with me.

Matt was talking over Imani and had a very careless attitude. Imani got his employee number. We disconnected with Matt and Imani assured that she would handle that. A tow truck was coming for the car and I would be hearing from the Escalation Team on this and I will have a vehicle so I can go home the next day. The tow truck was supposed to be there at 9pm. At 10:30pm I called and no tow had been put in and would be there in 60 minutes. Thankfully they showed up sooner than that and the vehicle was towed. The next morning I had still not heard anything about a new rental car being dropped off. I was told I would get a call back when a vehicle was available and they did not know when that would be, that day, then next…etc.

I made several attempts to speak with the complaints department and was transferred to customer service who said there isn’t a complaints department, asked to speak to a supervisor, everyone I spoke to said their supervisor was in a 30 minute meeting…for over 2 hours. The escalation team said there is no escalation and they don’t call customers back. Customer service didn’t schedule the tow, didn’t give me the correct information (Triple A will bring me a new rental???), so why would I talk to them again? Everyone refused to let me speak to a supervisor saying they have the same tools as they do or they would just transfer me to customer service again. The Escalation Team had nothing and didn’t want to do anything. I was in a never ending circle that, quite frankly, made me lose my **.

I spoke to my insurance adjuster, she called the local branch. As she brought him on the phone, my phone went off and Enterprise just charged me another $100!!!! I asked him about it, he said that I need to be paid up until July 1st so he charged me the $100. I said, "Without a word you just charge me before even saying hello?" Even my claims adjuster was not happy. The Branch wanted to verify that the vehicle was towed, I gave them the info on who towed it. They called back and advised my claims adjuster and I that they will have a vehicle dropped off to me at my location at 3pm. I did not have a way to get there. About 1:30pm I get an automated message that my roadside assistance has been completed. I spoke with customer service, they called the branch and was told the vehicle will be dropped off to me between 3p-3:30p.

At 3:25p I get a call that he is here to pick me up to bring me to the branch. I told him no, he is dropping it off. The kid said that he will call them and call me back. I called my claims adjuster who called them. They told her that they had 2 people leave “unexpectedly” and they both could not leave the office because then it would be unattended. No one called me to let me know, just show up and tell me I have to go. I get in the car with the kid, I ask if two people left unexpectedly? He said, "No, they had to go to a meeting." So they lied. Then I go into the branch and there are 3 people in there. Another lie. Because of all of this, I was unable to get done my final task I needed to get done today so I cannot go home today, I have to stay ANOTHER day on top of getting charged an additional $22.76 per day.

I am completely disgusted by the service I have received by Enterprise. I can’t even say it is just the Branch/location. I can only say I am looking forward to returning this new crappy rental they gave me and never, ever, EVER use Enterprise again and will FOREVER advise anyone and everyone to NEVER use Enterprise!

I was left going with another rental company for a second time and having to wait 3 hours before I could get a car. I spent $875 for my rental car for 5 days all because Enterprise decided to not honor the reservation that they gave me. If there is one question I have it is WHY WOULD ENTERPRISE GIVE ME A RESERVATION WHEN THEY DON'T RESERVE ANYTHING FOR ME?! I am all the way across the country from my home and stuck stranded in Chicago without any transportation because Enterprise decided to LIE to me about giving me a reservation. Yes that is called LYING. If that isn’t lying then IDK what is.

My experience with Enterprise was horrendous. I wouldn’t recommend using them to anyone. Stay away from this company. If Enterprise wants to contact me and make this situation right then I would have open ears to hear what they have to offer. Otherwise I will never use their company again and will not recommend anyone else does either.

I work from my car as a Federal Government employee attached to the Department of Commerce so vehicle safety is a basic necessity of my job. I contacted the Enterprise location first thing the next morning (Thursday 6/16 at 9 am) to arrange to change out the unsafe car for one that would be safe as I also frequently transport grandchildren. Since then I've been given the runaround, lied to, ignored and basically left stranded, missing a total of 3 days of work and never receiving a replacement vehicle.

When I drove the vehicle to the Enterprise location just before closing today, they took the keys, refused to provide me with a rental car, refused to refund the $50 refundable deposit, tried to shove me out the door and called the police to report me for trespassing. I am a 72-year-old woman so you can only imagine how menacing I am. I also filed a complaint with the Police who felt their hands were tied but intimated that they'd had other problems with this location. This Enterprise location is very close to our home and my husband and I have had several negative experiences with them in the past. I would not have chosen them but they were selected by Progressive.

They have a bad reputation in the community for their failure to fulfill rental contracts and their failure to take care of the rental vehicles. This is not a complaint that should color ALL Enterprise Rental locations, but it is certainly a black mark on the one it pertains to. I've been denied the $50 refundable deposit, missed 3 full days of work because they simply ignored my need to trade out the vehicle they'd supplied, and still have no transportation. They actually expected me to keep driving a car with significant maintenance issues.

It was unbelievable to begin with that my 7 week reservation for a 15-passenger van was cancelled the day before with absolutely no alternative offered. Now, add to that the inability to respond or follow through with their own promises for someone to contact me, totally unacceptable. I have e-mailed their customer care several times and keep getting the response that their regional management team will contact me. 2 WEEKS with NO CONTACT from them at all. What a horrible company!

Original Review: I made a reservation for a 15-passenger van for 7 weeks. I made the reservation 2 months in advance. The day before pick-up they called to say they were "not able to fulfill the reservation". I called customer service and they are useless. The 15-passenger van is still listed as available on Enterprise and Expedia but they can't get one anywhere in this region. They offered NO alternatives.

Last but not the least, they messed up billing too. My CC was charged $97 but I was not supposed to. Post talking to my insurance company, they reimbursed as my plan covers 100% rental. Overall, it’s a complete mess and I never go with them again and won’t recommend Enterprise and the location (13207 N US 183 Svrd Nb, Austin, TX 78750) where I got my rental car to anyone either.

We found a filling station that could fill up the AdBlue tank for about €17. Had we not done this, would have been stranded somewhere and clueless about why the car failed to start. It turns out that the AdBlue tank only needs a refill every 10k miles, so clearly the Enterprise folks were negligent in keeping the tank filled. They have admitted no fault but agree to reimburse us the €17 if I provide an itemized receipt (not sure I got one from the station attendant so I might be out the €17).

Also, I diligently filled the fuel tank before returning the car to Malpensa airport. However, I then ran into a huge traffic jam and had to circle the airport 3 times to find the Enterprise return lot (signage for this is really bad). Hence, the fuel gauge was down ever so slightly from full when the attendant checked the car over and she insisted on charging me a €50 fee and about €20 for the missing fuel (not sure how she was able to calculate that) despite my showing her the receipt from the gas station just 45 minutes prior. I sent Enterprise a letter complaining about the above and their reply was, and I’ll paraphrase here, “TOO BAD”. Just be aware of all of this if you rent from Enterprise at Malpensa. They are out for profit ONLY and don’t give a hoot about fairness to the customer.

They pretended that they called all the other locations which are 4 in Waco Texas. They stated only one car was left and they upsold me from 78.00 rate from phone rate to a 135.00 rate. It was so overpriced that they had to manually override the rate they showed in their computer that was 98.00 for that day. Yes I was watching him type. And he even asked me what price he quoted me when he was typing. Because he couldn't remember how much he was overcharging me. This rate was not even in this computer. It was made up to extort more money from me because I was in a distressed situation with family stranded at a mechanic shop waiting on me. They bait and switched me to a overpriced minivan with bells and whistles.

Car condition was around 43000 miles. Had problems with the car during our vacation trip. Rear hatch kept opening in ghost fashion with door locks engaged. Apparently it is something of the car's computer that recognized I was still in the area with the fob. It opened 7 ghost times in my possession. It also did the same thing for the guy that checked me back in at the end of my trip. The car malfunctioned causing me to lose sleep and to miss out on family activity. Why. Because I didn't want to have someone enter my rented vehicle from the hatch and steal something or tamper with anything. I sat outside the car in a beach chair babysitting the car.

So this was not a good experience. It took away from my sleep. It took away from my peace of mind. It took away from my family memories. Having them give me a take it or leave it option really put me under duress. I could not leave my family in Waco at a mechanic shop. I paid their overprice up car and lived through the experience.

Lastly. They are not open on Sundays. And so I was forced to stay overnight in Waco so that I could return this vehicle at 730am on a Monday morning. I lost more sleep that night worrying about the hatch. But I remained on site watching the car so that it would not get stolen. Never again will I personally recommend or use Enterprise Rental Cars. I have actually not had good experiences with our location in Mesquite TX, 75149 on Military Pwky location either. They seem to be all about the mighty dollar. They seem to be about the contracts they get from car wrecks and insurance business. They stated this to me in Waco that all their cars go out to insurance work. But they will charge a walk in customer 5 times what they get from a insurance company. Stay away from this company and find the other options before you repeat my mistake.

4. The main complaint is that the car received some minor body damage in a community parking lot for which Enterprise provided a severely inflated repair bill, which included additional charges which were not identified in the contract. The company was unresponsive to any discussion, negotiation of their fees.

As a result of this experience, despite being a "Gold Member" with Enterprise for many years, I will avoid renting vehicles from Enterprise US, whose level of service differs vastly from the highly-rated Enterprise Europe.

However, when I got to the airport to return the car things went off the rail. First, it was not clear where to return the car. I parked where I thought it was and when no one approached me I went to the small building that said Enterprise. There were notes on the building saying that the return area was two rows over. Back in the car. When I got there were people checking me in. However, I did not realize that the person did not ask me to open the doors and the trunk to see if I left anything in the car. I had, in fact, left sometimes in the trunk. Whenever I had checked in before the other rent-a-car companies they had always done that.

When I arrived home the next day, I realized that I left some items in the trunk. I called the phone number listed on the Google site for the Enterprise rent-a car at the Sarasota-Bradenton airport. After talking to several people and waiting a long time I got a message that they could not connect me. I wrote a review of all this on the Google site, and almost immediately someone from Enterprise gave me an email and asked for information to look into this. I emailed the full information as to contract number, dates, and airport and my phone number. I was fully expecting a call. It did not happen. The next day I received an email from Kia. It said that the management team at the airport would contact me, but I was not given a phone number to call at the airport. No call. The following day I received an email from Amanda, but no phone number to call. As of today, 10 days later I still have not received a call.

Now, the period I had the rental was last year from May 5 2021, to the end of July 2021. Fast forward to January 2022, I receive a collection letter from a third party collection agency stating that I have an unpaid speeding ticket from the rental. 1. I am baffled because I know I paid the ticket I got back in July. 2. More than slightly irritated cause this is literally the first I hear of a supposed outstanding amount. I never received any letters from enterprise stating as such. But, I am thinking maybe there was a secondary ticket I somehow missed being notified for?

I call the collection agency, talk to the gentleman in charge of the file going over the details of this outstanding charge. As I originally suspected, it is indeed the ticket that I had already paid the year before. I got his email, provided him proof of both the original ticket and the receipt of payment for said ticket. He informs me he will get a hold of Enterprise to confirm, then assures me once confirmed everything will be set straight. Follow up with him a few times over a couple of weeks, he informs me he hasn't heard back from them yet. On the Monday of the third week, I get a notification from my Equifax that there is an item in collections on my credit report, dropping my credit score by 50 points!!! I should also mention that at this point I am trying to secure a mortgage, to say the timing of this was brutal is an understatement!!! Now I am very upset!!!

I call collection agency gentleman, he still says he hasn't heard back and if I want something done is should call myself. Now starts the numerous messages to different departments for weeks trying to get it resolved, as there is no direct number to Enterprise Holdings. I finally call my original rental car office and explain, once again they are exceptional and provide me the number to Stephane, who is the overseeing manager for the area. Call him, explain the situation, provide proof by email the ticket has been paid, he says he will look into it and get back to me.

Finally at the very end of March he confirms it was indeed an error on their part, and they have resolved the issue. I ask him for something in writing to that effect to forward to Equifax, as well as, show the bank, since History has shown me how quickly they get things done. He forwards me the email conversations between him and co workers?!?! Today, April 17th 2022, I asked him for a letter complete with letter head stating it was an error on their part and was actually paid, signed and dated. I am now into the 4th month of trying to resolve an error that wasn't even mine, I'm still hoping there is a way to reverse my 50 point credit score plummet. Make sure you keep your receipts if for this company!!! I would give them -5 stars if it was an option.

Apparently it was an issue, but the manager said nothing. On June 26, 2020, Enterprise charged my card $359. On June 28, 2020, I was informed that the rental had been reported stolen. When I asked the manager how was I supposed to get the car back to Columbus, her glib response was, "Oh, I don't know...maybe pray to god that you don't get pulled over?" Yeah, that's what she had for me. I called Hilliard Police and explained the situation. I gave the officer the plate number and he ran it and informed me that the car had, in fact, not been reported stolen. He even gave me his contact info in the event I was stopped while driving back to Columbus.

So I made arrangements with work and after working 16 hours, I made the two hour trip back to Columbus and dropped off the rental at midnight on June 29, 2020. I retrieved my personal vehicle and made the two hour trip back to work in time to take a nap and go back on duty. I went into the app on my phone and locked my card so Enterprise could no longer charge my card, since I dropped it off. They still charged me after the rental was returned and then claimed they started the paperwork to report the car stolen and then I was placed on the Do Not Rent list. I was treated rather shabbily. I will stop at nothing to get satisfaction and I don't care how long it takes. They were wrong and refuse to admit it.

Do not rent from Enterprise. They will lie and then double down on their lives. They can put people on the Do Not Rent list for any little thing and it doesn't matter if you're in the right or if you're innocent. They will put you on the Do Not Rent list if you share an address with someone who owes a balance to Enterprise. This company will ruin your life; I guarantee it.

To clarify, they have my Driver's license, my VIN # and I am not allowed to correct the name THEIR foreign employee entered? They are talking to me about security! Wonder what else my private information is being used for. Second recent rental received a clown car. I decided to suck it up for 2 days and just get on my way. 1/2 mile down road the stench was so permeating, I was physically sick. I called and the local site Mgr was kind enough to get me a different car. The cars may have disinfectant sprayed in them but they are not clean by any stretch. While some clerks are so overwhelmed at the prospect of problem solving, they put you on hold and ask someone else to handle. 1 Employee at each local location for me were excellent attempted Service recovery - Jaylan and Hana. The agents are well aware of the foreign call center issues, they have reported it countless times-to no avail.

When you ask to speak to US rep, you are disconnected by foreign operators. Enterprise has a contract w/ Costco, yet 99% of their phone Reps are clueless about applying it or how to use it. Their advertising is all smoke & mirrors. The fact that Consumer Affairs has a high star rating is indicative of how much Enterprise pays for this service. Ironically, you must deal with them when you are having travel or vehicle issues, stressful already. Additionally humorous that they have a Zero Tolerance policy of false information in their disclaimer.

Original Review: I have used Enterprise a lot and never had a problem until I used this specific location. I promise to pick you up and drop you off which I had to beg for them to do. Then they say they want to file a claim on my insurance because there was a ding and a small scratch on the vehicle. These were very small things and could have been done due to road hazard. This is the only location I have ever had a problem with. They argued about my deposit and pricing. Mike could not figure up anything correctly and he is the one that wants to file a claim on my insurance for something so small. I will never use this location again. Beware use another location.

Confirmation Number or Rental Agreement Number: **

I called them back to explain and get this female agent that speaks 4x the speed of a regular human fumbling and trying to explain why she can't find the original inspection report. I would not write this kind of review but this is WRONG. That damaged could of been there and missed by previous rental agents. What a great way to your fleet fixed at the expense from the insurance of other. They had also charged my Credit Card in advance without my authorization. Beware!

She contacted the Emergency Assistance number and was told by the representative (she added me to the call) that her options were to wait until Monday for a replacement or take an Uber from Huntsville, TX to Bryan, TX (60 miles away) to get a replacement vehicle. Just to be clear, the solution was to make, at minimum, a 2 and a half hour round trip to retrieve a replacement vehicle - not counting the time at the rental car office in Bryan. So, about 3 hours total at minimum.

We asked the representative for another customer service number to reach a local Enterprise representative who could assist us. He gave us another number that ended up circling us back to Emergency Assistance. We attempted to reach Enterprise via social media over the weekend with no response. We decided to leave the vehicle at her apartment and she went without a vehicle over the weekend. She had to ask friends for assistance and will need to also get a ride to the college campus Monday morning as the local office does not open until 8AM. Once they open we can then contact them for a replacement vehicle. The company basically offers minimal assistance in the case of an emergency - not to mention hold times of about 10 minutes. How are these acceptable business practices? We will never rent from Enterprise again.

Update on my review... Someone from Corporate reached out to find out what had happened... That was good. They said they would have someone from Punta Gorda Enterprise reach out. Needless to say no one ever did. I did get through using the Lost and Found option and they said they would call me right back, they were swamped... They never did. Wasted so much time on my vacation messing around with this... Very disappointed!

I explained that was all I had and asked to speak with a manager or Supervisor. He said to call back when I get a DL, and ended the call. Now fast forward 3 months and I have been 'Blacklisted' by Enterprise because this kid put in my 'file' that I had "cursed him out and called him names". That absolutely did not happen. Not even close. This is pure vindictiveness and abuse of his limited authority to administer retribution for some Perceived annoyance.

Rip off # 2 you reserve a FULL SIZE SUV because of the amount of stuff you are transporting. When you get there they bring out a Mazda CX-5, certainly NOT a full size SUV. That won't work, but wait, they can give a larger than full size SUV (not sure how that us physically possible), but they roll out a Nissan Armada. You just have to pay 30.00 more per day, plus the extra day with insurance they tack on (see above). I have canceled my future reservations and won't be going back, after being a Enterprise client for over 12 years.

When I started To state how I felt about the staff and they treatment towards me at this location. The mgr ** stated to me he was tired of me calling them everyday and if I wasn't pleased with the car that I had I could return it and rent elsewhere. However, this is not a option for me because I'm renting the car through an insurance claim. I overall don't recommend this location 110 US 301 in Tampa, FL 33619. I am a preferred member of enterprise and don't feel I should have been treated such way. I have a car that has dog hair everywhere and it had not been properly cleaned before renting it to me. On top of all the other maintenance issues it has. This is my third car form this location in a 3 week time frame. The customer service and satisfaction at the location sucks and The location needs new staffing!

This time I knew I shouldn't buy insurance from them. ICBC and my insurance broker informed me that I don't have to purchase because my current auto insurance will apply to the rental car. Wow the sooner I know the better. When I returned the second rental car on Feb 15. I it ended up ENTERPRISE charged my credit card 137.40CAD total. I called them and they said that's the insurance charged. For 4 days I have to pay that amount??? Common have a heart. It is not right selling insurance to people whose having bad days. Don't take advantage of people. I still have not cancel my current auto insurance since I'm not getting any rebates because of this rental car. So I ended up losing my own auto insurance rebates and paying 137.40CAD for my rental car ENTERPRISE. BEWARE of false information folks. It can be costly.

The irony is that if you use the pay cash option the prices are the same. Enterprise is simply de-valuing their points and it’s really disappointing. Get to Platinum status and "We will give you more points per dollar but at the rate they are going you can get a couple free day rentals a year." The rewards program has become more of a game of “let’s move the goal post” which is a real slap in the face to loyal customers. Taking my business somewhere else won’t cause enterprise to lose sleep but for anyone thinking this company has a true handle on how to reward loyalty I’m afraid they will feel let down as I did.

3) In one location in Minnesota the manager was really rude when I asked if the car had winter tires - there was ice and snow all over Saint Paul the day I arrived.

I used to love enterprise, but I’m starting to consider moving over to another agency.

Their initial representative was very friendly and was processing our full size car request when Taylor appeared, stepped into the conversation and said there were no more drop off rentals. When asked what she meant, she said "I am the Counter Manager and I do not want to rent any more drop off rentals" I asked if there was a shortage of vehicles and she said "no" and reiterated her position and her decision. I explained my status with Enterprise and the fact we had just arrived after 39 hours of travel and just wanted a car to get home. She literally said "not going to happen".

In no way was I, or any in my party, rude or discourteous to this lady. In over 30 years of renting almost exclusively with Enterprise and recommending them to my Client Organizations, I have never been addressed or spoken to in such a RUDE Manner from any Enterprise Employee. I asked for her name (no name tag) and her Employee ID number. She was reluctant to provide either one but relinquished. I am assuming the name and ID provided were real. I will not hold Enterprise responsible for one Employee's actions, however when in Tampa Caveat Emptor if you happen to see an Employee named Taylor.

A few short months later he did it to me. The alleged hail damage barely exceeded my deductible so my insurance company paid their part, less than $100. I recently ran across my years old 4 star review to one star on my Google Maps as I am a trusted local guide. I received the same canned response that you see comes with all reviews. They did not care then and I expect nothing to be resolved. Do not rent from Enterprise ever.

I was then told we would have to wait until EVERYONE that reserved a vehicle received their vehicle then they will see if they had one left for us. With that being said, we waited on foot in the dark for 3 hours for Enterprise to find us a vehicle. We watched our plane land and take off. This is unacceptable. The only helpful, kind representative was Daniel, who is an employee at Enterprise and was on his 12th hour of working.

The entire process was stressful and frustrating. Not to mention, my husband is a diabetic and needed to eat something to take his medications, but we had no mode of transportation to get to the store. I called customer service when I arrived back to New York and was told that I must've canceled the reservation myself. Great customer service. I am telling the supervisor that I did not cancel my reservation. I am not sure why I would travel all the way to Aguadilla and walk to the Enterprise office with no reservation. I paid $450 to wait 3 hours to see if a car was available for us and almost had my husband pass out due to his diabetes. I have sent 13 emails to enterprise, including the CEO Chrissy Taylor @ ** with not one response. I have been told that someone will get back to me 13 times since 12/15/21. No one has given me a resolution. If you can avoid this company, you should at all costs!

After several days, I found I didn't get any refund from them. So I went to the store. A clerk told me they didn't refund my money because they charged clean fee. I was astonished because the car was super clean when I returned, I even kept the welcome card for them. I explained to the clerk, he agreed to send me money back. After several week I found they only refund me usd100. We went to the store again to discuss with them, they refuse to give back the money. Fortunately I kept all the evidence, I took video. I'll keep complaining. By the way this car has high mileage and its appearance is at bad condition (video).

3 hours later, the tow truck called and told us he was at the airport but couldn't find us. Huh? Why did they send him to the airport? We told him the address of our hotel and he finally made it there and took the car. So we called Enterprise back wondering where our replacement car was but they told us until they received the first car back they couldn't release another. After about an hour, the tow truck company called us and asked what he should do with the car, since Enterprise was closed. Really? Why was he calling us, shouldn't they be communicating with Enterprise? He said he tried calling Enterprise but they were no help at all.

We again called Enterprise to tell them that the tow truck driver didn't know what to do with the car, and we were really glad that we didn't Uber there because no one would have been there to rent us a new car. Enterprise then told us we would have a new car delivered to us...maybe...well maybe not...they would try, but couldn't guarantee us anything. We had to leave for the airport at 2:00 a.m. and no one ever showed up with a replacement car. They totally ghosted us, no call, no e-mails, no car, no nothing... Left us stranded with no way back to the airport in the middle of the night. Thank goodness we knew someone in the area that came to rescue us and take us to the airport.

I feel if I could have just spoken with someone at the actual place we rented the car from instead of a call center outside of the U.S., we may have had some results. The people at the call center had no clue what time of day it was and that the places they want to send us were closed. It was a very bizarre and frustrating experience, especially when dealing with a Nationwide company. This should have been a quick and easy fix. They have lost a loyal customer.

4. The company charged $150 for cancellation, even though they didn’t show up.

So the next week they took out of my checking 41.74 then the next week 47.74 then after that they took 16.65 and 3 days later they took 40.62 then 2 days later another 48.74. I was furious and called them and they kept telling me I signed a contract. I told them they was scamming me for money and I wanted my 48.74 back immediately into my checking account and that I’m bringing the car back today! But actually they need to refund my 16.74 back as well. Don’t know why they took that out either. I will never rent from them again. I’ll do without first! Terrible company to deal with! Charges were not 40.62 every time like I was told!

1. Don't let them rush you during the inspection. Take a whole hour if you feel you need it. Don't trust anything they say and take pictures or make a video of the entire car.

2. If they bring a car with many minor damages, refuse the car. They may make you pay for previous damages. In my case, the car had a huge crack in the windshield and many chips all over. I started to mention them and they told me that there were minor and rushed the inspection. After, they charged me for underneath bumper chips that I am sure I did not cause during my day-and-a-half rental.

3. Take also a picture of the gas gauge. They cheated in the inspection document and tried to charge me for the gas. Luckily I had a picture of the dashboard. I don't know if it was on purpose or a mistake, but also I wonder which one is worse, dishonesty or lack of training...

4. If you have an issue with them, they won't probably listen to you. In my case, they were extremely aggressive charging me and, instead of listening to my concerns, just hid behind the statement that I had signed the contract (including the manager!).

I really wish you a wonderful experience with your rental and I will be much more careful next time a need to rent a car! Of course I will avoid this company.

Original review: I reserved a vehicle a week in advance of my trip. When I arrived there to pick it up, the one I rented was not available. The car I was given was filthy and the windows and side mirrors were covered in dried mud water. I had to use the wipers to even be able to see. I was already 25 miles out of town when I looked down and realized the gas tank was on 1/4 of a tank. I was concerned that I was going to run out of gas as there were no gas stations between where I was and where I was going and this car was unfamiliar to me. When I arrived at my destination, I pulled into the first gas station. The cost to fill up the tank was $43.01.

I also had to wash the windows and mirrors so I could see. When I called Enterprise, I was told they don't rent with a full tank and I only had to return it with the same amount of gas that was in it when I took it. I wasn't advised of that. I returned the car with a full tank. I have asked for a refund of the $43.00. My requests have been ignored.

Two flat tires in their fleet in the same week raises safety and quality assurance concerns. The company needs to provide alternatives when a driver is stranded on busy interstate with no room to walk anywhere safely. Super traumatic experience that could've been avoided entirely with proper oversight. Manager at rental center was dismissive and unhelpful when returning the keys. More concerned about towing the truck than the safety of stranded customer.

I was given a 10% discount of $39 for the hassle, however the toll bridge charges to pick up and drop off the vehicle at the alternate location resulted in $25 in toll fees. The company should contact you in advance if they know they do not have a vehicle for you. It is unfair to arrive for pick up expecting your trip is safe because of a reservation. I feel they should have reimbursed the costs on the toll fees, as well as discounted the overall rental price since I was downsized in vehicles. This was an overall frustrating and anxiety-producing experience.

By Monday I had not heard a peep out of Enterprise in Decatur Texas, after several phone calls where the calls were hung up on, I went up there. I was told that they hadn't gotten a chance to pick the car up yet from the body shop, but as soon as they did, they would scan it back in and issue the deposit refund. It did show in the system that it was scanned in on 10/29 so charges were stopped at that point. On Tuesday I returned to the body shop for minor adjustments and there sat the rental. I go in and tell them I guess I need to return it to get my deposit back. They were like they came and picked up the keys, but didn’t take the car. So I go back to enterprise and was told by the gentleman that they are doing it little by little. It will get picked up, just give us time.

This vehicle was scanned in on 10/29 by 11/2 it still per them had not had the final scan so the deposit could be refunded. A couple hours later I did get an email as to the final charges that would be billed to the insurance company, so I look at my card to see if a pending credit was there. NOPE! They charged the card again (an unauthorized charge on my card). So I called enterprise and the guy laughed and said yea, I messed up, but you should get both refunded in 7-10 business days. I was a little mad! Called the insurance and explained what they did, they were a little upset too and will follow up to see if the charges are actually credited. Went on the enterprise website and left a complaint. Received a call from Brad that I was not able to get to. Tried returning his call multiple times and it goes to voicemail. Enterprise is the only rental company in our small County….I will be going out of my way in the future to use someone else.

Enterprise had my email address (they used it to send me my contract) and/or could have contacted me via the Enterprise app on my phone. Unfortunately I was contacted neither via email nor the Enterprise app nor was there any information on the app to tell me what to do. I finally decided to trust the employee at the garage and dropped the car off in another garage which had no reference to Enterprise. In addition to the uncertainty, frustration and waste of time, I had to pay for an Uber car to get me back home. I had missed my evening dinner with the family. Whilst this is not the end of the world, I was chocked that Enterprise failed to plan ahead for the return of my car and showed how little they cared about their customers - otherwise they would have informed my about the situation to spare me the frustration and waste of time. (Rental Agreement # **)

So, I phoned Enterprise in Deer Lake and they told me for those 3 days of renting the car plus drop off fee was $710. THAT IS TERRIBLE. $40 difference for returning it early by 6 days. So if we could have picked up the car when the plane arrived we wouldn't have had to get a hotel room or taxi as well. But ENTERPRISE WAS CLOSED. So, for renting the car, getting the hotel, getting a taxi and paying for gas, it is almost $1000. That is pretty disgusting. Kent