Enterprise Holdings

Rental contract did not reflect prior damages to rental vehicle prior to agreement being signed.
Customer copy different that company copy. On line reservation did not reflect company provided reservation. 1st truck reserved was not available, 2nd truck provided in lieu of. Upsale for additional insurance was not acquired due to renter having own insurance policy for full coverage for licensed driver. Initial walk through with 1st employee was looking for damages was minimal due the fact that I was pointing out paint chips and scratch repairs, etc . Was told that they were considered non issues due to being small. Also extensive damage to inside truck bed was noted and ingnored. Upon return employee, Lacy B went straight to the bumper and noticed a small ding in the bumper above the tow hitch. I told her I consider that very minimal like all the other damages I did prior to the walk-through . She replied that the history did not have that damage , so I replied why was I not notified of the history prior to ? she immediately invoked my damage deposit pending estimates on damage .

Rented a car that already had damage on the driver passenger side door and near the tire the Trainee Bryan C was aware of it before we took the vehicle but said that since it was not 6 inch or more it would just be notated returning the car today 3/4 the manager Kyle claims that the original person only notated the top dent on the door but not the bottom dent that is near the tire. Near this damage there are scratches that match that someone who did the the dent on the door scatched the car in the process on the part near the tire in the same area. Kyle stayed that he was not speaking about the scratches but you have to acknowledge it since it paints a picture that this damage happened at the same time. When looking at the image on his tablet of the report from the other guy it showed that he notated the damage being right by the rear tire. I did not have an accident or any damage on the car while in my possession. This is a fraudulent claim that they are not willing to admit that the trainee did not do his job correctly with reporting damage before allowing me to rent this car

I rented a car from this business while my car was being repaired at *** (they are located inside the body shop). Upon returning the vehicle, the associate completed a full walk around of the vehicle, confirmed all looked great, and asked how their customer service was. After being honest that it was not a positive experience, she stated she would have her manager call me to discuss it. This was on 2/24/20. On 2/25/20 her manager is now calling me claiming that he did a further inspection as his associate told me she would ask him to do and they now find damage on the vehicle. This is not correct. The associate confirmed the vehicle returned as it was given upon her inspection and they are now stating that this was not the case and stating they will be filing a claim against me.

Oct 31.The salesman Martin lied about the contract to rent a car.. He added insurance on my bill we I told him I did not want it. He stated it is required to have insurance through enterprise. He violated state law but not telling me it was not required. He then gave me the wrong vehicle. He gave me a mini van for travelling when I reserved an SUV a month prior. Nov 1 I called the office during my trip to cancel insurance and they stated that they couldnt..Nov 1 I finally contacted regional office and they said I could cancel it anytime and that it is not required. Ended call... I called next day I wanted to cancel and refund everything and I wanted the gas back I used and I could not get anyone to answer my call. I just recieved a quarter of the amount I asked for. The gentleman at the desk is the manager and lied about the whole trip and is still working there scamming everyone. The regional manager said because he was in the military and he is a good guy so it does not matter.. It's all a scam. I was on the phone my entire travel making phone calls. I got horrible gas mileage. Very poorly managed and the man still is managing

On or about January 18, 2019, I picked up a rental car with major pre-existing interior damage from this location. I did not notice the damage until the next day. I informed the return location that I did not cause the damage in the car and described the timeline of events. I have a witness who saw the damage shortly after I discovered it and can confirm that I did not cause the damage.

I was surprised to later receive a letter notifying me that *** had assigned responsibility for the damage to me, which I disputed. *** informed they were going to conduct an internal investigation. However, an investigation was clearly never conducted. I requested copies of inspection reports confirming that the car was undamaged prior to my picking it up, but they eventually informed me that they had none. Essentially, they have admitted that they have no records which would support their claim for damages, and have produced no proof that supports their claim. *** has completely failed to conduct a sufficient investigation of their damage claim against me, as I have requested. Each time I attempt to contact National, I speak with a customer service representative who appears to have no knowledge of the situation or ability to impact the decision.

*** recently submitted a final notice stating that I owe over $*** for the damage, threatening to submit the claim to a collection agency if I do not pay it. I have expressly denied causing the damage. There is no basis for *** to pursue a claim against me or to report the claim to a collection agency without evidence that I owe the amount they claim. I have requested that *** provide a substantive response to my dispute, but they continue to refuse to do so. I am also aware that if *** decides to report its damage claim to a credit reporting bureau without reporting my disputation of the claim, such action will give rise to legal claims, including defamation and illegal action under the Fair Debt Collection Practices Act.

On April 4, 2019 I rented a car from Enterprise Rent-A-Car. As always, I took out the extra car insurance on the vehicle. The car was presented to me with a crack on the front windshield that was in my line of sight. It is illegal to drive a car with a cracked windshield in line of sight and I could have gotten a ticket. The customer service person said that this was the only car they had available, and that after my appointment that I had to keep right away, I could swap out the car. The rep took a photo of the car and the damaged windshield before I drove it. After calling the dealership for two days I was told no other cars were available. I returned the car. I got a notice in the mail that I was responsible for the cracked wind shield. I called Enterprise corporate and complained about this. The customer service rep called me at home and said "why do I care the insurance company is paying for the damage?".Mr Wes*** refunded me 1/2 the amount I paid for the rental in the amount of $142.07. I then received collection notices and today I paid $147.07 to a ***. to protect my credit score.

On July 20, 2018 I rented a car from Enterprise and I paid them for full coverage rental insurance. I was going to L.A. via Hwy 40 and I had to stop at a store along the way, I entered the store address into my Garmin, the directions said to take Exit 300 (Goodwater Road), I took the exit, the road was paved and within 1/2 mile the paved road turned into a dirt road. The dirt road was muddy and I almost got stuck, I kept going straight, the road turned into pavement again and I continued forward. Suddenly the pavement was gone, the road became sand and the car got stuck. I was with my service dog, it was over 100 degrees, and I panicked. I immediately called the Enterprise branch where I rented the car from and they told me to call roadside assistance. I called roadside, told them was happened, they asked if I was in a safe place, I told them I was stuck and was scared for my dog, they said to call the police so they could send a patrolman to help me. The police got the GPS coordinates from my phone, they came, the cop put straps under the car and pulled me out. I followed the cop back to the freeway and he gave me directions to the store. After leaving the store I got back on the freeway. Three exits away the car overheated and the check oil light came on. I pulled to the side of the road, called roadside assistance again, told them what happened and after 2.5 hours they said I couldn't get another car that evening and they couldn't guarantee I could get a car the next day; I was stranded. Roadside told me to get a hotel and they would reimburse me, they sent a tow truck and the driver took me to the hotel. Because I was stranded, my mother and sister drove 7 hours out of their way to me a car. I called Enterprise the next day and told them where the car was towed. When I returned from LA I went to the local Enterprise and was told the insurance contract was voided because I went off road. I didn't go off road, I was on a paved road which had been washed away.

Enterprise Rental damage dispute (8/7/2018)
***

Greetings;
On August 2, 2018, I rented a Silver, Ford Fiesta 4SE, VIN# ***, License # Texas ***, Rental Agreement Ref # ***, from Enterprise Rental-A-Car DBA EAN Holdings, LLC, 5522 2nd St NW, Albuquerque, NM 871074013 through COSTCO.

While I was renting the vehicle, the Enterprise agent, Nicole C was making small talk with my father who said he tried to get a vehicle at this location to go work on a wildfire in Colorado but they were sold out, at which the agent replied that they have had hail storms in Colorado. We thought it was odd that she mentioned this during the rental.

During the walk around she provided a template to assess the damage the vehicle already had. I was told that any damage smaller than a couple inches in diameter was not significant and did not need to be noted on the renters agreement. So naturally I looked for larger dents and dings and did not find any, so of course I signed the agreement stating that there was no damage to the car.

On August 7, 2018 I returned the vehicle at 7:30 A.M. and I was rudely told by Agents, Lacy B and Angela E that the car had hail damage and that I needed to pay a $500 deductible to get it fixed. When looking at the vehicle where the alleged hail damage was (roof and selected portions of the hood), the paint was smooth, and I could not feel any indentations in the metal. The alleged hail damage was non-existent by touch and invisible to the naked eye, and obviously much smaller than the dents and dings that I had already noticed before renting the car. If there was damage, one would need a microscope or a black light to determine, none of which the Agent had at the time of inspection. Since I could not see or feel the damage, I told her I did not agree and still do not agree there was hail damage to the vehicle. New Mexico had several hail storms before I rented the car, and even if I had looked for damage beforehand, I would not have seen it.

Agent Lacy B then became defensive and very rudely advised me that she is trained to detect hail damage (even if not apparent to the naked eye or touch?) and I will be charged $500 for the deductible to fix it. At that point it was the Agent's word against mine and they would not let me leave the premises until I paid the $500 deductible. The debate with Agent Lacy B regarding the hail damage lasted for over 1.5 hours, and unfortunately at that point it is your word against theirs and since I already signed the agreement I was pretty much stuck, and finally, under duress (they had my credit card information from the initial booking and I’ve heard horror stories of thousands of dollars of charges appearing on credit cards after returning vehicles), I agreed to pay the deductible since it was her word against mine and I had to get to work. The original agent (Nicole C) I signed the agreement with saw me when I first got there but then disappeared to the back of the store and I never saw her again, which was strange given the lengthy amount of time I was there. In my opinion, it seems this store is trying to wring as much money out of you as possible and charging customers for non-existent hail damage. The whole process felt very shady and I do not believe that this location represents the customer service image that Enterprise advertises.

After I paid the charges, Agent Nicole C at the store on 2nd Street said they could not assist me with disputing the claim. She referred me to Enterprise Damage Recovery (), Claim # *** and said to contact Wesley B, Area Manager, , (***) to dispute the claim. Agent Lacy B who completed the Vehicle Accident Report included the following statement: “UPON INSPECTION WE FOUND HAIL DAMAGE ON VEHICLE. CUSTOMER LET US KNOW HE WAS IN A HAIL STORM IN COLORADO. CUSTOMER IS AWARE OF DAMAGE”. I disagreed with that statement then, and still do not agree with that statement, I was not in a hail storm, and I am only aware of the alleged damage because Agent Lacy B claimed there was damage, which I am disputing.

On August 10, 2018, GEICO indicated that they are going to pay for the damage. I contacted Enterprise Damage Recovery and was advised the vehicle was sent to Duke City Dents for repair. I contacted Duke City Dents, gave them the License Plate of the vehicle, and they said they never received the vehicle. The employee I talked to at Duke City Dents indicated that the cars Enterprise sends them have such minor and minute damage you have to be a professional with a black light to determine the damage. I then called Enterprise Damage Recovery and told them the vehicle was not at Duke City Dents, so they then told me the vehicle was still under review and they do not know where the car is located. One wonders if the car was rented to an unsuspecting consumer? I advised GEICO about Enterprise not being able to find the vehicle and that I do not believe the car has hail damage.

We sent an email to Area Manager, Mr. B on August 11, 2018 disputing the claim and requested a log listing of where the car was for the last 3 weeks, time stamped pictures of the car before and after each rental, and estimates for the repair and a copy of the receipt when it is repaired. He has not replied as of August 15, 2018.

I have made repeated attempts to contact Enterprise to dispute this claim but they have ignored my phone messages and my emails. If the vehicle has hail damage, and if it is actually repaired, I am requesting a copy of the invoice from the body shop who repaired the alleged damage. If this is not provided, I am requesting a full refund of the $500 deductible. Without a system of accountability, the consumer and GEICO are unaware if the vehicle is actually repaired, especially since the alleged damage is not visible to the naked eye. This business practice is unfair and deceives the consumer who rents the vehicle in good faith and obviously has no option or consumer rights, but to pay the insurance deductible since it is the Agent’s word against the consumer’s.

I am available to further discuss, you may contact me at, *** or *** Sincerely,
/s/

I purchased a Kia Soul from Enterprise Car Sales on Coors. The sales associate told me that Enterprise had performed a 104 point inspection before the car went on the sales lot.

I had the car first serviced in May by the local Kia dealership. When the dealership performed an inspection, I was told that the incorrect filter was crammed into its opening and was "Not doing anything." I asked the service employee to give me the old filter and replace it with the correct size.

I took the ill-fitting filter and the repair service invoice back to Enterprise Car Sales on Coors. The employee from whom I purchased the car requested to keep the damaged filter. I complied. However, he has lost the filter and has blamed the cleaning crew.

Over the last month I have spoken with five Enterprise employees. Each has promised to have a manager call me. This has not happened.

I am a disable man with limited access to transportation, I live 30 west from Albuquerque in a small rural community.. I drive once a week to go to my physical therapy. On Wednesday I was involved in a auto accident, the first one in 32 years of driving and it was not my fault. My insurance policy has rental car reimbursement and I assume they have a contract through enterprise rent a car. The company advertises that they go the extra mile and they deliver to your home. Ok, I was relieved, that was a joke, when I attempted to get them to pick me up, sorry no man power, I asked them to deliver the vehicle to my parents home whom lives in the city within there so call 5 mile radius, sorry no man power, I asked them if I could pick up the vehicle at another location that was open longer extended hours and was told NO, I ask to speak to a supervisor and the rude individual said she was the supervisor, I asked if I could speak to someone else with authority, once again she replied No? So I thank her and hung up.