ELRAC

Review: The policy of not refusing debit cards for rental is not being followed. I attempted to use my debit card to rent a car a car at the above location and was told that I must produce a pay stub, or a utility bill before they would rent me a car. As I'm one not in the habit of walking around with those items on me and as I did use my debit card at this location last year to rent when was this policy started. I noticed that the large sign that was on the wall last year is now missing. I'm not 24 closer to 60 with a good driving record Please investigate and clarify the policy to meDesired Settlement: the policy posted for all to see when they enter that they can not refuse debit cards with all stipulations from the corporate headquarters. And not the policy of who is ever working the counter

Business

Response:

Hello,We have left two messages for this customer to discuss the concern. We are awaiting a call back. We will follow up for a third time to attempt to rectify.Thank you?

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I was out of town when the first calls came in. Retuned call to business and asked to speak to [redacted] "the [redacted] "was told be the young woman that he was not in requested call back . The policy in place is flawed as to what is required to rent with a debt card verse a credit card. This policy should be changed.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Hello we have attempted contact with customer multiple times to discuss situation. Messages were left with call back information on : 5/**/15, 5/**/15, and a final message with information for a call back on 5/**/15. We would like to do everything we can to resolve the situation, but cannot complete contact with information provided by customer due to multiple messages being left with [redacted] contact information, and no call back from customer to discuss situation.

Review: I was very disappointed with the customer service I received with Enterprise today. My contract number is [redacted] I was involved in a car accident and went into North Shore Collision located on [redacted]. The body shop had an Enterprise Rent a Car representative located in their shop and the affiliated Enterprise is located on [redacted]. I received my rental car on January **, 2014 at North Shore Collision and was instructed that when my car repair was complete I can return the rental at the Body Shop.I returned the car on February *, 2014 because I received a call from North Shore Collision saying my car has been repaired. I promptly returned the rental car at the body shop at approximately 2pm. The manager told me to park the rental car in front of the shop and took the keys to the rental car and told me I was all set to go. I received a call from Enterprise in the [redacted] office later that week telling me the car was returned on February **, 2014 and that the car was towed due to the car not properly being stored, I was assured that I was not responsible for any fees associated with the car after I returned it on February [redacted]Fast-forward to March **, 2014 when I received a letter from your company dated on March **, 2014 stating that I am responsible for a parking ticket that was issued after I returned the car to the body shop. I called your representative to appeal the ticket on the [redacted] and was told they will investigate the issue and to call back a couple of days later. I called Enterprise back today to find out you HAVE NOT done any investigating and have not contacted the body shop or the local Enterprise and that I am responsible for the ticket of $115. I am very disappointed at the customer service today and believe that the handling of the rental car return was completely out of compliance. I did not receive nor was offered anything in writing confirming that the car was returned. In plain English I was pretty much told to deal with the ticket because I had no proof, luckily it was just for a ticket and not something more serious like theft, would I have been responsible for replacing the car???I have been a loyal customer to Enterprise and never had a problem with your company before, BUT this incident is totally unjust and I truly believe that company compliance issues were broken.

Account_Number: [redacted] Location Involved: [redacted].Desired Settlement: DesiredSettlementID: Other (requires explanation)

I am not paying this ticket of $115. I returned the car before the ticket was issued. I have a tracking number of "[redacted]".

Business

Response:

Response from [redacted], [redacted] at Enterprise Rent-A-Car. I left the customer a message 2 times as well as an email because we couldn't seem to touch base. I also got in touch with our citations department and waived his responsibility for the ticket. He is not responsible for the ticket,

Review: My name is [redacted] and I am writing to you after being taken advantage of by Enterprise Car Rentals. I have been advised by my lawyer to contact you in regard to your help in any way possible. I am seeking closure to this on going mess. I will start by filling you in with the history of my contact with Enterprise. In November 2014, I had sent my vehicle (Toyota Camry) in for some body work and was given a rental vehicle by Enterprise in [redacted]. I was covered by my insurance and given a Hundai Santa Fe. My first visit to Enterprise consisted of paper work and information on the vehicle. I was authorized to leave a credit card to put a HOLD on while I had the vehicle. The HOLD was for $250. I was told that the hold would be placed for the amount but the card would not be charged. I explained to them that the only card that I had was a debit card and I was told that the same rules apply. As I got home I noticed on my banking application on my phone that the $250 was taken out of my account. I immediately called enterprise and ask to speak o [redacted], the [redacted] He told me that on a debit card, the money is immediately taken. Not knowing this, I asked to switched cards as I was unable to fund this at the moment. I used my fiancs credit card and went into the branch and met with [redacted] who took the information for the new card. I asked Enterprise to remove my debit card information at this time. On November ** I was in an automobile accident where I was rear ended at a stop light and was injured. Worried about my children getting off of the school bus, that was the first thing that ran through my mind. I was taken to the emergency room by ambulance and the Rental vehicle was towed to an auto body shop recommended by local police. The following day, my fianc called [redacted] at enterprise ([redacted] branch) to fill him in on the accident. After my Fianc gave him the story of the accident, [redacted] mentioned he was busy and had to call him back. We never received a call back and assumed that everything was taken care of. I contacted my insurance company ([redacted]) and explained to them what happened. I asked if there was anything I had to do with this rental vehicle and they told me they would take care of their part and Enterprise would pick up the vehicle at the auto place. Around mid November, I made a call to Enterprise about an inquiry. At that time [redacted], [redacted], asked how the Santa Fe was. He apparently had no recollection that the vehicle was in an accident. It was hard for me to believe because did everything we were supposed to do. I then sent him the police report and information I had on the auto shop where the vehicle was taken. (Mans Auto) Come December, My fianc noticed a $250.00 transaction made on his credit card from Enterprise. I looked at my bank account statement and noticed that I had a $248.02 transaction made by enterprise. (After I had advised them to remove my card information) I immediately contacted Enterprise and spoke with [redacted]. He claims that I am responsible for the rent of the Santa Fe from the date of the Automobile accident until November **. He charged me for the days that the car was in the shop. I reminded him about the call we made after the accident and I reminded him of the date of the accident. He still claimed I was responsible. The insurance company, myself and my lawyer disagree and have made numerous attempts to fight this issue. They are a bad business and have POOR customer service. I am ashamed in them and disappointed in the way that they handled this situation. I would very much so like for people out there to be aware of the type of business they are practicing. And advise people to be aware of the scam they pull. They used my debit card with NO authorization. I am disgusted. thank you so much for your time.[redacted]Desired Settlement: I would like to see my money back.

Business

Response:

Customer first contacted Enterprise that she was in an accident on the [redacted]. The veh location was not provided until th[redacted], which is when all charges were stopped. I would be happy to refund the customer back to the initial phone call on the [redacted]. The amount I would be refunding is $275.55. Please let me know and I will process immediately.[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I was in the accident on the [redacted] of November and enterprise was called on the [redacted] to be notified. We spoke w [redacted] who was told that the vehicle was in an accident. He then proceeded to state that he was busy and would call us back. He never did. This was a NO fault car accident where I was injured in a rear end hit at a stop light. I was removed from the vehicle and taken by ambulance and am continuing with doctors for injuries. Enterprise was definitely notified the DAY after the accident but due to their negligence, it was not handled professionally. It is also to my knowledge, considered fraud to have taken unauthorized money from my bank account in which was canceled from being used at enterprise. I have a police report of the accident as well as any information from the insurance company. The insuance company that handles enterprise is also fully aware of the date of the accident. The car was no longer in my presence as of November **. The auto body shop can also vouch for the date and amount of time that the vehicle was in their hands. This is really bad business for enterprise. The entire [redacted] my branch for enterprise is poorly run and continuously brushes off customers. The call was made the day after. I will not be penalized for the lack of multi tasking or lack of professionalism at enterprise. I did what I was supposed to do. Now they should be doing their part.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The customer chose a vehicle that had out of pocket of $5.11 per day. Customer also used 9 gallons of fuel $30.56. The branch was not contacted about the vehicle being involved in an accident. A police report/tow receipt of the accident was not provided until 11/**. Until that time location of vehicle was unknown. The branch was contacted on 11/** about the debit card being used (which was refunded immediately). The credit card provided had declined. That is when customer told the [redacted] about the accident. I have on each response to this complaint offered to refund the customer to the date of 11/** a refund ($275.55).

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.It kills me to have to settle for this amount because I KNOW that this business is in the WRONG! Enterprise has a reputation for doing WRONG to several customers. I have my lawyer telling me that they are known for bad business. NEVER again will my family, friends, acquaintances or myself handle business with Enterprise. I will accept the $275 and accept never having to deal with them again.

Sincerely,

Review: If you want to rent a wreck, go National Car Rental. If you want to be ignored by management and customer service go National Car Rental. If you want to be verbally abused go National Car Rental.if you want to feel that you had money stolen from you go National Car Rental. I am a proud member of Alamos Car rental insider program for a number of years. Extremely professional and courteous. I am used to being treated with respect at all times and have been with Alamo. Should have stayed with them even going miles out of my way.Never with National Car Rental again.Desired Settlement: A refund would be desirable

Business

Response:

To Whom this may concern:I have spoke with [redacted] regarding the situation with the rental. Agreed to split rental with him regarding the issue and his displeasure with the vehicle.Stephen S[redacted]Area Rental Manager Enterprise Holdings

Review: on 6/**/2013, while driving the hood of my car flipped open breaking my windshield.. with good fortune I was not hurt..I called my insurance co to inform them.. asking if I needed a car while my auto would be fixed.I replied in the affirmative..referred to enterprise.my insurance policy covers this damage for 30 days or $900.00at the rental agency I was asked if I would a service for $3.80 cents a day to cover me if there were any scratches on the car when I returned it. I accepted this offer. I was asked for my credit card and billed for @250.00 I neglected to ask why; that was my fault.I signed the agreement which indicated I accepted all cdw waivers.. my mistake in operating in good faith I assumed I was only signing for the $3.80 cents a day.coverage.. the box also checked if covered any roadside service , I am already covered by aaa of ny in addition they stated on the invoice that geico was my insurer..I feel I was the victim of very smooth speaking and 'sdeceptive employees of enterprise they did not have the decency to point out out I was already covered..so I was paying an extra charge for what I was already covered for.their retort was you signed the agreement and accepted the terms, and that was it my tough misfortune,and the onus is on meDesired Settlement: the bill handed to me was for $855.00 for services I already was covered for. and I would like enterprise to issue me a check for that amount. paying for a service I was already covered for

Business

Response:

I, [redacted], Area Manager for Enterprise rent a car, left a voice mail for the customer on 9/* inregards to the dispute. I left my direct cell phone number on the message as well.

Review: To Whom It May Concern:I am writing to hopefully resolve my issue of never receiving a refund for an appealed parking ticket, CITATION # [redacted].I rented a car from your [redacted] location in NY at the beginning of July 2014. During the rental the car was towed and ticket twice in error. I appealed both tickets right away but didn't receive an answer to the citation number above until October. In August [redacted] charged me $95 for the ticket that was outstanding due to a delay in the appeal process. As soon as I received the appeal that discharged the ticket I contacted [redacted] in October. I was told that it would be refunded within 21 business days if it was approved. I called back at the beginning of December and they said it was approved but there was an issue processing the refund onto my credit card becuase it had expired. Then they said a check should be sent out to me before Christmas. I called back at the beginning of January and someone told me the check was in the mail again. I called in February and someone said they were tracing it and contacting a supervisor. Then I called in March and talked to a [redacted] who said he would handle it. Now it is April and I still don't have my $95. This is ridiculous. The ticket was discharged by NYC which means you are keeping my money fraudulently. The ticket is not valid so you have no right to keep my $95. This has left an awful taste in my mouth and [redacted] will not be my chosen car rental company anymore.

Product_Or_Service: car rental ticket charge

Order_Number: citation # [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like a check for $95 sent to my address on file with a tracking number so I know it is in the mail. I would also like an explanation of why this happened and what is being done so it doesn't happen again.

Business

Response:

To Whom It May ConcernWe reviewed our customer's concern regarding a refund of a $95 violation. A $95 check refund has been processed and this was delivered via [redacted] on April [redacted], 2015. The customer originally called our customer service team in November-14 regarding this issue, and we attempted to process the refund back on the credit card, however it expired on October-**. A check request should have been submitted to our Violations Dept for a manual check refund, but never was due to as administrative error. Last week, I reviewed the facts of this case with our Violations Team and saw that the check refund was never processed in error. They expedited a check refund of $95 last week and sent to the customer via [redacted] which arrived on April [redacted], 2015.Thank you for bringing this to our attention so we can handle promptly to resolve our customer's concern.ELRAC LLC

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I rented a van from Enterprise on on October **, 2014. I was told the weekly rate was $350 per week for the van rental. I didn't have my glasses and told them I couldn't read the contract but the reassured me it was only for $350 per week. When I returned the vehicle on November **, 2014, they charged me $1138.51 while I was only expecting $700 for two weeks of weekly charges. They told me they never told me that and they never rent by the week. After calling their corporate office, they confirmed they of course have weekly rates and said they have had complaints about this branch before. Enterprise corporate was supposed to look into this and never did. They even charged me a deposit of $350 for the week which would have covered the cost of the week baring me exceeding the mileage or destroying the vehicle. They were completely deceptive in their way and took advantage of the case that I didn't have my glasses to look over the contract thoroughly. They are thieves!!!Desired Settlement: I am willing to pay the $700 for the two weeks I had the vehicle and want a refund of $438.51 for the overcharge.

Business

Response:

We had already resolved an issue regarding the weekly rate of the rental for the customer by adding a weekly rate into the original agreement to lower his cost per his request. I also determined that there was miscommunication regarding rental coverages on the contract to address his other concern. The customer signed a rental contract agreeing to charges listed at a daily cost on the rental contract. For customer service reasons I agreed to take care of half his cost of teh coverage and refunded him $175.75 back on his card. The csutoemr was also happy with this resolution.

Review: After a horrible experience renting my car with [redacted] on 4/[redacted] my boyfriend and I emailed [redacted] a complaint on 4/**. Since one of the supervisors happened to be on the location during our poor experience, she e-mailed us back agreeing to refund us with some credit back on [redacted]. However, it is now 5/** and I have yet to receive any credit refund or a response about the refund.Here was my initial email to [redacted]: "Hi [redacted],Thank you for e-mailing me with the final invoice for our weekend rental car. Also, I am writing to elaborate on my girlfriend and my experience with [redacted]. As mentioned during our phone call today, we were disappointed with the attitude and service we received from [redacted]. To give a quick background of the situation again, we picked up our rental car around 9:15 - 9:30AM this past Friday, April [redacted]. [redacted] was the one assisting us on our rental car and she seemed incredibly impatient with our questions during the entire process. My girlfriend wanted [redacted] to explain the different insurance options and what exactly they covered in the case of an accident. Although [redacted] did answer my girlfriend's questions when she continued to ask for more details, she was rude and very short in explaining the difference between bodily injury and medical expense. Then, when [redacted] asked us if we wanted to buy car gas through [redacted] at a cheaper rate, we were confused by how the gas purchased worked and asked [redacted] how it worked. Instead of informing us, she simply said "just don't purchase the gas then" in hopes that she could just finish the process and not have to deal with us as her customers. I then had to asked her that I genuinely wanted to know to see if the gas purchase was more economic for us and she reluctantly answered us. In general, we were very dissatisfied with the service that [redacted] provided us that morning and we believe that we were being very respectful and patient customers. Because of this experience, I am hoping to receive refund or credit back on our car"Desired Settlement: As mentioned above and based on my e-mails with [redacted], I would like to request a refund back. The car rental confirmation was: [redacted]

Business

Response:

Dear [redacted],

I apoogize both for the poor service you received at our counter and in the delay of your refund. I am currently in the process of taking care of it in full. If you have any further questions or concerns I can be reached at ###-###-####.

Thanks,

Review: On May **, 2014 I had to rent a car for two days, until they fix my car. On the end of the second day I returned the car as agreed. Latter my son sent me an e-mail that my credit card was charged fro $122.51. I inquired why - they told me that they have not received a payment from the warranty company, they did try to call me, nobody answered and they when ahead and charged the card.After several more phone calls the "Warranty direct" (phone # [redacted])sent them a check (on June **, 2014, check # [redacted] for $60.00, to: [redacted]).Now after a month I still can't get my refund from Enterprise - they could not find the check.What should I do?Desired Settlement: Get my $60.00 back.

Business

Response:

I left a message for the customer that his credit card was refunded this am by accouting for $60.00. The warranty company sent the check to erac and she confirmed this.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

P.S. Thank you very much for all your time and help!

Best wishes,

Review: I rented a car from the [redacted] location of Enterprise car rental. I was scheduled to be picked up at 11:00 am or so. No one came to pick me up. After waiting for an hour, I called the location and was told that the driver was running behind. I was eventually picked up and transported to the branch location. I waited for another 45 mins - 1 hour for the car to be "cleaned and prepped." I was given a Nissan Maxima that was scratched all the way around the body of the vehicle, including dents. There was trash on the inside of the car, which my daughter showed me once we left the location. I am from [redacted]. I was driving from Bronx, NY to [redacted], using my cellphone to provide directions through GPS. While entering CT, I plugged my cellphone in to charge it in the car's charging dock. It would not charge. I stopped at a CVS and brought a new charger, thinking it was my charger that did not work. The cellphone still would not charge. I attempted to make it to Bridgeport. My cellphone discharged because I could not charge it and I became lost. I finally had to stop and charge the phone at a plug.The engine/transmission jumped while I was driving the vehicle. When I arrived to my friend's home, I immediately called Enterprise customer service line and made an official complaint. I was told to go to an Enterprise in [redacted] the next morning to switch out the car, because all of the locations in the area were closed by the time I made it to the city. I called Enterprise Customer Service the next morning and was told no cars were available until the later afternoon. I had to drive from [redacted], to Laguardia Airport in Queens, NY, with no ability to charge my phone, which I needed for navigation and with cars engine jumping.This situation ruined 2 of the five days of my vacation in NYC. My daughter was only there for 4 days so she was only able to enjoy only 2 days of the vacation.Desired Settlement: DesiredSettlementID: Refund

I spoke with the [redacted] and the [redacted], who told me I had to be charged for the days, because it was a friends and family rental. I have submitted at least 4 complaints about my experience to the Enterprise Customer Service line. I left 4 messages for the [redacted], who has never contacted me about the situation. I also was told when I submitted my first complaint on the day I rented the car, that I would receive a call from the [redacted]

Consumer

Response:

At this time, I have not been contacted by Elrac LLC regarding complaint ID [redacted].

Sincerely,

Review: To; Whom it may concern Hello my name is [redacted] a Enterprise Silver member and my wife [redacted] rented a Hyundai Elantra from [redacted], from 4/*/15- 4/**/15. Now when my wife dropped the car off [redacted] excuse her of cracking the bumper. When she picked it up she didn't see it because it was raining. I was on myway to the locate to pick her and my kids up. When I got there [redacted] was being very disrespectful to my wife infront of my kid. I beginning to speak with him and he's telling me how we have to pay for it and we must call our insurance company or he will make sure we never rent from Enterprise again. He was so disrespectful, I told him we will be paying for nothing because I know we didn't do that. So I asked for his boss he said her name was [redacted] but wouldn't give me a last name. So I walked out and took a picture of the crack bumper. As I was doing that a Customer by [redacted] was there and he heard how upset I was and told me that crack was there because he rented that car a week ago and the lady that helped him with the car rental marked that crack on the bumper on his paper meaning it was there already. So I went back inside with [redacted] to tell [redacted] that the crack was there. [redacted] told [redacted] that he rented that car away week ago and the crack was there check his paper work. [redacted] Said " know I will not check that he returned the car like that". [redacted] said "your wrong it was there because I seen it" Then [redacted] began to be disrespectful towards [redacted] telling him 'I don't even know who u are" [redacted] is 1 bad apple I renting from you guys for years and never came across a mean and very disrespectful manager ever like this. Please say something to him. I'm this not the first time he did this. 2014 Hyundai Elantra WhitePlate [redacted]Vin: [redacted]Rental Agreement: [redacted]Thank You[redacted]Desired Settlement: I don't want to be charged for nothing.

Business

Response:

Hello,We have reached out to the customer to speak with him in regards to the situation. We searched previous contracts and noted that the crack was marked on them. We apologized to the customer and let him know that no claim was written and he will not be pursued for anything. We also offered the customer a discount on his next rental in order make up for the inconvenience. He was very happy with that resolution and will continue renting from Enterprise.Thank you

Review: I rented a car from this location after my own personal vehicle was involved in an accident. The repairs in the car took 61 days to complete. I was never informed by this location that after 30 days I would be responsible for the payment of any additional days of my rental. I was suppose to be notified of this after the 30 days were up. When I asked why I was not informed they answered that they tried to reach me once and there was no answer and no answering machine to leave a massage in. They never attempted to reach me again. I have an aswering machine that works perfectly fine. Not attempting to reach me again after only calling once unsuccessfully, leads me to believe that they didn't have a real interest in letting me know. When I returned the car I was presented with a bill of $1,700 on top of what my insurance paid for the first 30 days. There was a lack of transparency on the part of this business.Desired Settlement: I should only pay the amount I was informed of at the initial stages of my rental by [redacted] who no longer works there. I was told I would only have to pay $2.45 per day for my rental because my insurance only covered $50.00 per day and this was the difference.

Business

Response:

Hello,

We have attempted contact with this customer multiple times and left multiple messages with return call information, and have not heard back. There is no resolution yet due to not having spoken with the customer directly to discuss concern.

Review: Rental vehicle was delivered to me in a dimly lit area and was wet from just being washed. An agent other than the original agent who was to complete my rental ushered me to the vehicle. There appeared to be no damage. Upon my rental return, the agent went directly to the driver side mirror, looked underneath it and pointed out weathstripping out of place under the mirror. I strongly believe that I was set up to pay $158.50 in damage recovery which I did pay. However, I am writing to make sure that the next person who has/is renting that vehicle not get the wool pulled over their eyes also. I know for a fact that while in my posession, the rental vehicle was garaged and not one ounce of damage occurred. [redacted]Desired Settlement: Since I cannot prove that I was scammed there is no further action requested. However, if the Revdex.com has this same complaint on file. I request a full refund and letter of apology from Enterprise. I am a Veteran who belongs to several Veteran's organizations and negative press goes a lot further than praise for a business. I hope they do the right thing.Sincerely, [redacted]

Business

Response:

We refunded the customer back the money they paid for the damages. We left a message for the customer 2-**-14 informing them refund has been processed.

Review: My account with Enterprise Car Share was closed without proper notification. I needed to access my online account for business information and was unable to. When I inquired, I was told the account was closed without any proper explanation or prior notification.I believe they are in violation of human rights regulation and proper customer service procedures. I would appreciate your proper handling of this matter. Thank you.Desired Settlement: I would like my account to remain opened so that I may utilize it for future business use.

Business

Response:

[redacted] became an approved Enterprise CarShare member on September **, 2012. She signed up with a promotion that allowed for no application fee, and the first year's membership fee to be waived (a $65 value). At the end of this promotional period, upon the start of her second year of membership (September 2013), our automated system attempted to collect the standard $40 continued membership fee. At the time of this attempt, [redacted]'s credit card on file did not go through for the cost of the membership renewal fee, therefore her membership was not renewed. An invoice for the $40 annual membership fee due to continue membership was available to [redacted] for three months (through December 2013) to continue her membership without interuption, and [redacted] was on an email list to receive a promotional renewal reminder for those three months as well. At the end of December, the account was officially suspended as she did not pay the annual renewal fee. If [redacted] would like to conitinue her membership, we would be more than happy to provide her service. Renewing can be acheived by calling Enterprise CarShare. Attached, you will find a screenshot of [redacted]'s member manager page with her sign up date for reference, and a copy of her September invoice which includes the annual fee amount.

Review: I rented a car from Enterprise for the weekend of 8/**-8/**/13. Upon pick-up of the vehicle, there were no noticeable damages on car. Agent reviewed the vehicle in a cursory manner, lasting approximately 1 minute. When I returned the car, a new agent, reviewed every inch of car. In my opinion, he was looking for something. He pointed to a "dent" that I couldn't even see and immediately started the claim process. I was treated like a criminal for something I didn't do; car was in my sight at all times and weekend was without any incident. I had to call American Express to file claim and was held in the office for close to an hour. I believe this was a self-serving act on part of agent to achieve a quota or for his own professional gain. He was rude and dismissive and told me "good luck at Hertz" when I said I wouldn't use their business again.Desired Settlement: Cancellation of claim.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: [redacted] was paying for a rental vehicle at Enterprise. I arrived at Enterprise Jan. [redacted] 2015, to pick up the vehicle. I was required to put a deposit of $250, rental money, which I would get back as long as the vehicle came back in the same condition. The agent, [redacted], offered me insurance. I declined. [redacted] recommended insurance for 3 days, until [redacted], because of the upcoming snow storm. I agreed to accept her recommendation, only for 3 days. When I returned the vehicle 17 days later on [redacted] 02/**/2015, agent [redacted] came out to inspect the vehicle, coming to the conclusion I returned the vehicle in the same condition. When [redacted] gave me the receipt, he told me there was a balance owed of $44.80. As [redacted] would later tell me over the phone, I seemed surprised at the balance owed. At the time, I didn't press the issue because my interpretation of what [redacted] told me was the $44.80 was coming off the deposit, giving me $200. So, I went home & called my Insurance contact, [redacted] at ###-###-####. Once I realized that [redacted] paid my rental fee in full, I had to find out what that $44.80 was for. [redacted] informed me that I was paying for all 17 days of insurance. I responded, "you mean to tell me my $250 is wiped out and I still owe $44.80?" he said yes. I asked to talk to [redacted] who was not present, I believe he told me it was her day off. I call the following day & spoke to [redacted]. She acknowledged that we agreed on 3 days of insurance. Where we disagree is that she claimed she told me to go in person to get the insurace taken off. She did not do that. I asked for a refund & [redacted] told me she was not authorized. I called back later to ask for the manager, since the manager was on the phone at the time. When I spoke to the manager, the manager told me she spoke to [redacted] & [redacted] told her the same thing she told me, I agreed on 3 days of insurance. I asked for a full refund & was denied with no concern for my verbal agreement with [redacted] & no compassion for my rental situationDesired Settlement: I would like a full refund of $294.80. Enterprise broke a verbal agreement & showed no compassion when I explained that I was using my rent money for the deposit. 3 days of insurance would be fine, but I'm asking for a full refund because of the broken promise & the inconvenience. Enterprise has shown they are a heartless organization that took advantage of me in my time of need. [redacted] gave me an option of their choice of Enterprise or go somewhere else. Next time, it's somewhere else.

Business

Response:

Left messagege for customer and waiting on return call

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I rented a car from this Enterprise location based on my insurance company's ([redacted]) recommendation as it was nearby. It was a rainy day when I picked up the car on November [redacted] at [redacted]. The manager never walked around the car to inspect for damage, and had me sign the waiver that there was no damage. The next day we noticed there were scratches on the front and rear bumper. The manager also pushed the additional insurance, which [redacted] when they found out immediately called the rental office and had them remove it as it was unnecessary, making it clear to them that they should have known it was unnecessary. They also made them mark down the scratches on their rental form.

The car was returned today, November[redacted], at [redacted]. After leaving the rental office I noticed that they had charged me (and [redacted]) for 18 days rental, which included the day of return. When calling them about it, the manager stated that is the policy and that they charge based on calendar days, regardless of when the car was picked up and returned, further clarifying that if I rented a car today and returned it tomorrow, I'd be charged for 2 days rental. I've never heard of such a thing! This is clearly a business run with zero integrity and unethical business practices.Desired Settlement: Refund of the extra day of rental charges.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me and the matter has been resolved. A refund has been promised for the extra rental day. District Office replied quickly and helped resolve the issue immediately.

Sincerely,

Review: On May **, 2014 I was in a car accident. My insurance company USAA direct bills to Enterprise so they set it up for Enterprise to pick me up from the place my car was towed to so that I can get a rental. My insurance rep informed me that all I would have to do is go into Enterprise and pick up the vehicle since insurance took care of everything. Upon arrival at Enterprise the [redacted] tells me that he can't do anything for me without a $350 deposit. I immediately call my insurance company as this is not what I was told. USAA confirms that this is uncommon since they are covering the bill and that I should not have to pay a deposit. I inform the [redacted] of this who goes on and on about how he doesn't care what USAA says that's the policy and if I don't like it I can go to Hertz down the street. I say to [redacted] USAA doesn't direct bill to Hertz or I would be there. At this point I am in tears as I was just in an accident, this [redacted] is being rude to me and is telling me something completely different than my insurance making the situation even more traumatizing. After calling several family members to scrape together the deposit, I contact Enterprise corporate to file a complaint. The woman taking the complaint apologizes saying that even to her this seems uncommon that in an insurance rental there should be a deposit etc. I am assured that Enterprise takes these matters very seriously and that someone would get back to me. During which time [redacted] forces me into an even larger car as others come and go with compact cars. I'm told that even though others are available to get the going rate of $32.45/day for a car since I have USAA there is a $38.00 day minimum for me/day I get $30 covered by my insurance and of course he has nothing avail so I am charged $41/day plus tax on top of my $350 deposit. I contact Enterprise again and I am assured someone will get back to me I went into my local Enterprise to trade in this gas guzzler for a compact vehicle as advised to no availDesired Settlement: I would like to be refunded my complete $350 deposit. I would also like to get reimbursed for the difference of all the days that I've had the rental at the higher rate versus the going rate of $32.45. I am currently paying $19.14/day in addition to the $30/day that my insurance covers. I would also like a compact car which is what I should have been given. The Chrysler 200 they forced me into takes more gas than my BMW Someone needs to look into how the Bronx location does business & treats ppl

Business

Response:

The negotiated USSA insurance replacement rates for the Bronx start at 38.50 per day for an economy size car. In looking at the current open contract I see that customer is being charged for the economy size rental rate at 38.50 plus tax ( 19.875% ). The daily out of pocket is 16.15 per day, not 19.14 per day. The 350.00 deposit is to cover the out of pocket expenses that are accruing daily. We do offer flexibility for deposits if and when the direct bill covers 100% of the customers out of pocket. The local office will contact the renter today to offer her the opportunity to switch in to a car that has better gas mileage and make sure she understands that she is not paying 19.14 per day.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

The complaint has been resolved but not in the way stated by the person who responded. The [redacted] of the [redacted] location called me and apologized. He also honored the $32.45/day price that I saw online adjusting my per day price from $19.19/day with tax to $8.98/day with tax. This is the difference minus the $30/day my insurance covers. The initial complaint response stated that the rate could not be changed which was not the case. The ** was very king and apologetic and was able to fix the error. I was not however reimbursed the deposit which by the time Enterprise reached out to me I had already used $125 of the $350 deposit and would have had to add more anyway. Generally with an insurance rental due to a car accident the deposit is $150. I was close to exhausting that anyway.

Review: On October **, 2013, my car door was damaged by another driver. My insurance company agreed to rent a car for me while my car's door is being repaired. Enterprise was chosen. I went to pick up the car from the above mentioned address. My share of the expenses was $8/day. On November 04, 2013, I received street parking ticket for $55. On November **, I returned the rental car and close my account. On 12/[redacted]/13, Enterprise Rent A Car deducted another $18 from by bank account without my authorization. As soon as I found out I called the company and they said, yes they deducted $18 because of parking ticket. My question is to know if they paid the ticket; the person responding to the call said they will send me the letter. A week later NYC finance department sent me the bill to pay the ticket. I called Enterprise to find out why they there was $18 deduction from my bank account. They said because of the parking ticket. Why I should be penalized by the rental company for getting parking ticket? I believe the company is scamming the consumers by penalizing them for getting parking ticket. I also want to know how many clients Enterprise rent a car has charged Nationwide for the getting Ticket.Desired Settlement: I need my refund. I am also requesting for the company to stop penalizing clients because they have moving violation or parking violation tickets unless the Enterprise paid them these fines. Enterprise also needs to refund to all its clients the fees it charged for the moving violations.

Business

Response:

[redacted] has been contacted in regards to this complaint. [redacted] was under the assumption that the service fee applied to his credit card was a discount that our company had agreed to pay for his parking violation. He states that our letter mailed to him on November [redacted]informing him of his financial responsibility was never recieved. I explained to him that the 18.00 charge was the fee to transfer liability to him and that he was still responsible for his ticket. As a courtesy I refunded [redacted] the transfer fee to help him pay for his ticket. He was pleased with the outcome and appreciated the follow up to his concern.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I reserved a full size car on November the [redacted] to be picked up on Nov **. When I arrived they did not have a car for me so they gave me a much smaller vehicle from another dealership. When I returned the car I find that I had been charged for the full size car at $70.00 a day, which itself was above the original price. They then told me I had been charged holiday rates which are never mentioned when rental is made on internet or by phone.Desired Settlement: I want the car for the price stated on their web page and what is quoted on the telephone by their representative.

Business

Response:

This complaint has been contacted and was resolved by refunding the difference requested in the complaint. The customer is happy with the resolution.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,