Enterprise Leasing Company of Philadelphia

Review: During my military leave over the July 4th weekend, my plane flight was cancelled and redirected from [redacted], NY to [redacted], PA. I had to change my rental car, but my plane flight was set for [redacted], NY to return to my duty station (before the car rental at midnight). When arriving at the car rental location at 12:45 a.m., help was limited. It took till 2 a.m. to get a vehicle. The car rental was suppose to be less than 200 dollars ($156.07) for the days of travel. When I returned the vehicle to the [redacted] location instead of the [redacted] location, there were no helpers to answer questions. I signed the papers returning the keys and requesting a receipt, but was not give a receipt, did not get a phone call and was charged an extra $750. I contacted Enterprise about the extreme cost and had to request a receipt because I never received it. They responded on July 11th without a receipt and I contacted them again. They responded telling me I had to talk to the local enterprise location about the rate on July 15th with an attached receipt. I have not received any return phone calls at the location and all my calls went to an answering machine instead of being unanswered.Desired Settlement: I should receive a full refund for the cost due to inability to increase my days off, inability to arrive to the original location for two days if arriving in [redacted], and unable to adjust flights to return to the original pickup location due to flight arrangements out of [redacted].

Business

Response:

Hara L[redacted], Area Manager, spoke to the customer on 12/2/14. She agreed to refund the customer $350 for the confusion on the rental rates. Customer is happy with the resolution.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

Review: I rented a black, four-door, 2012 Chevy Impala with Massachusetts plates, at the Enterprise, [redacted], New Jersey office & after the clerk inspected the vehicle, I drove to Pennsylvania. I returned the car to Enterprise facility at Phila.Intl. airport on June 20th. The assistant manager then inspected the car and declared there were scratches on the bumper and a DENT in the roof. I disagreed with him and took photos of the roof and the bumper. The assistant manager, [redacted], charged me an extra $500 in "damages". As a "senior" citizen I feel I was discriminated against. Can you help me? [redacted]Desired Settlement: Please remove the $500 extra charges for the "supposed" damages claimed by Enterprise. Thank you.[redacted]

Business

Response:

” We are closing claim and not holding the customer accountability, while there is damage we agree to waive as the amount is small enough that we want to provide great customer service and will not be pursuing for this amount. The customer is aware as we talked to them on 7/3/2013.”

We are just reading this complaint for the first time today, I have asked that the Manager reply to me with their findings and I will reply with a response today or tomorrow.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

Review: To Complaint Department:

Having an auto accident on November 14,2012,1 am still trying to receive $560.00 from the above named company. This was my first accident had in 50 years of driving, I knew nothing about renting a car.

The accident happened about 4:30 PM and the police arrived close to 6:00 PM. My husband and I were driven to ENTERPRISE RENT A CAR by the towing company. The first thing they asked me "do you have a credit card?" I said "yes." I was then told they had no cars and then they rolled up the paper work, sending us to another Enterprise rental store. They told us to hurry because the new place was closing at 6:00 PM. I told them I have my insurance card in my hand and do you need it. They said "No, you can call them in the morning."

When we arrived home I called our insurance (The [redacted] thru [redacted]). Everything was taken care of, giving me all the info needed, including the claim #[redacted]. I was told I had $100.00 deductible.

Several weeks later, I received a phone call from a gentleman asking me if I could put some money toward my bill. I said I did not understand why he would call me when I thought I did not owe that much. He said I owed over $400.00. of course, I said "WHAT."

Immediately, I called my insurance co. and they said I should go to enterprise and sign a document for them not to charge me for their insurance, since I was fully covered by The [redacted] to use their car. I went there immediately after the phone call to sign, I think this is the amount I am trying to have Enterprise to pay. The money is still on my [redacted] account. ($560.00)

We hope you can help us. My husband is 84 years old and ! am 77years. He has been very sick for a few years. We really can use this money. The salesman. Rc-b Dempsey, never explained anything to us. just tdokdur credit card and sent us to the other Enterprise to pick up the car.

Thank you for your consideration,Desired Settlement: see Attached document

Business

Response:

Good afternoon!

Review: I rented a car from Enterprise at the [redacted] airport. Another vehicle struck my (100% that drivers fault), and Enterprise is trying to charge me $500 for a "collision" deductible. When I spoke with the people on the phone and objected, the woman hung up on me when I asked for her supervisor. When I called back, I was further informed that they will charge me an additional charge because when I called 911 a different tow company that claimed to have a contract with Enterprise took the vehicle. I called 911 AFTER I called Enterprise and left a message, though they are open 24 hours a day. I called again in the morning, and left another message. They did not return my call until into the evening.Desired Settlement: I desire a refund on these charges, plus a refund for the car rental since they were rude, and have added to my already busy schedule.

Business

Response:

Hara L[redacted], Area Mgr, call the customer and spoke about the procedures we follow when there is a damaged car. The customer understands and will be following up with their insurance company to help manage the claim process. The customer has Hara L[redacted]'s phone number if they have additional questions.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, at this time. She was very understanding and helpful.

Regards,

Review: Upon returning my rental car, I was informed that it had been damaged during the rental period. The damage claimed was difficult to see. There was a very slight dent in the rear passenger side bumper that could be seen only by the employee of Enterprise. It easily could have been there prior to the rental. I was billed $873.83 for repairs, including a $100 administrative fee. In addition to the charges being totally unreasonable, I believe this is part of an unethical practice by this national company of bilking consumers for unreasonable repair costs. There are numerous similar complaints on multiple websites on the Internet.Desired Settlement: Withdrawal of the unreasonable charges for the repair.

Business

Response:

We have reached out to our customer via phone and email, and are waiting to discuss the dispute with him, but have yet to hear back.

Review: A car was rented late afternoon on 3/25/13 and returned early afternoon 3/26/13. At the time of return, the manager promptly accused me of returning the car with a "change of condition". The accusation was that the car has experienced "hail" damage. Being a rational human being, I am cnfident there was no hail within the time I possessed the car within the geography that I traveled. At the time of pickup there was light rain covering the car in water droplets which would make it impossible to locate and identify the hail damage prior to leaving the rental facility. While being accused of damaging the car, and observing my suroundings, I strongly feel this organization is committing fraud and charging customers insurance companies for previous damage to realize additional income. The lack of integrity in this situation is offensive and should not occur at any business. This issue can be quickly resolved by aquiring a report from the national weather service proving the [redacted] area did not experiance hail.Desired Settlement: I would like the insurance claim dropped, and the insurance deductible refunded from my credit card. I will pay for the rental and appropriate fees.

Business

Response:

[redacted] Area Mgr, has spoken with the customer and informed them we are shutting down the claim. We are refunding the deductible and no longer pursuin them for the damage.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

Review: When we rented a vehicle from Enterprise, it was still wet from having gone through the car wash and we did not see any damage to it at that time other than a scratch on the hood. The agent, however, told us that we should disregard the scratch because it was not very deep was not worth marking on the contract. The agent at that time did not squat down to review the hood, and it certainly did not occur to us to do the same. When we returned the car, Enterprise told us that the hood had been damaged and we thought they were talking about the scratch. They said that the scratch was not the problem but that there was a large indentation in the hood. We were befuddled because the damage was not visible when one looks directly at it. The paint was not damaged and there is no noticeable indentation. This damage is only visible if you squat down and look at the hood at eye level. I asked the agent how this damage could have happened and was told that someone probably sat on the hood. This is extremely unlikely because if anyone were going to sit on the hood, they would not sit on the upper part of the hood. Also, the car was kept either in a parking garage or in the parking lot of a hotel off the interstate (not parked on the street in an urban environment), so it is extremely unlikely that someone would have sat on the hood. In short, we are certain that we returned the car in the condition that we received it. Enterprise charged us $500 for the damage and said that it would be investigated. When I called to check up on this claim, I was told the car was being repaired, including the scratch on the hood, which we had been told was not an issue upon our rental and return of the car.Desired Settlement: We do not believe we are responsible for the damage so we would like to have the $500.00 charge for the damage refunded to us. Even if the indentation occurred on our watch, this could be repaired very inexpensively. Yet, it seems that Enterprise is taking advantage of the situation to perform other repairs (repairing the scratch, in particular) at our expense.

Business

Response:

Review: I reserved a car from Enterprise in the [redacted] Airport. The confirmation number is [redacted]. When I arrived to pick up the car at after 1:00 AM, they were unable to provide the GPS unit that had been ordered. A complaint has been filed, Complaint Number [redacted], and a family member is awaiting a call back which is not happening at all promptly. The person at Enterprise said "I see where it clearly states that you reserved a GPS." Meanwhile, I'm dead tired, in a strange city, with a 70+ mile drive ahead of me without the GPS unit they committed to provide.Desired Settlement: There is really no satisfactory resolution that can occur in a timely fashion. I'd like the car free for the rental period. I would like them to deliver a GPS unit to me at my hotel in [redacted], PA early tomorrow morning.

Business

Response:

---------- Forwarded message ----------

From: [redacted], [redacted] <[redacted].[redacted]>

Date: Fri, Jul 12, 2013 at 8:31 AM

Subject: [redacted] - Revdex.com Response ID [redacted]

To: "[redacted]" <[redacted]>

Cc: "[redacted]" <[redacted]>, "[redacted], [redacted]" <[redacted].[redacted]>

Hello,[redacted], Area Mgr, spoke with the customer on July 11, 2013. She decided to write off 2 days of the customer’s rental charges and he was completely satisfied with the outcome. Please consider this matter closed.Thanks,

Review: To whom it may concern,I have been a loyal customer with Enterprise for many years until recently...On 8/11/2014, I rent a [redacted] (Aggrement No. [redacted], [redacted]) from Enterprise located at [redacted], Lawrenceville, NJ (Phone: ###-###-####). When I picked it up, I noticed that the left rear tire was a little weaker than the rest and I mentioned it to the store associate. However, he said it was fine and he reminded me I could fill that tire whenever I refill my gas on the way. Unfortunately, this was where the nightmare started. On 8/12/2014, I was driving on I-270 close to Frederick, MD when the tire pressure monitoring system alerted me that the left rear tire pressure was low! At that time, there was a traffic jam on the freeway and there were many cars following very closely to each other (about 10 MPH). So I dont think I hit anything on the road while other cars were all good. Then I got off highway from the nearest exit and went to the nearest Enterprise location a few miles away at [redacted], Frederick, MD [redacted] (Phone:###-###-####). The store manager Heather S[redacted] let me stand about two hours in front of her requesting all kinds of information and insurance while she was talking and laughing with other store associates. Finally, she insist I was driving on the RIM and wrote an accident report (Reference: Accident report on 8-12-2014.pdf) even I told her several times I was NOT! Air leaked completely from the tire within those two hours when she was talking and laughing and thats why she saw a flat tire then. Also, the bill from mechanical shop confirmed that there was NO rim damage at all(Reference: Enterprise letter 11-12-2014, page 4 and 5).In November, I received a call from Enterprise Damage Recovery Unit telling me there is a $532.38 bill (Reference: Enterprise letter 11-12-2014) I have to pay including a new tire, towing, 4 wheel alignment (this must be an optional service for a 6979-mile car and no one even asked me before doing that), body damage (no indication of this at all), administrative fees etc. In my opinion, for a flat tire, Enterprise should just refill the tire or claim through the tire road hazard coverage through manufacture since the car only has less than 7000 miles on it! Putting all charges to a customer is just ridiculous!Overall, I dont think I should be responsible for any charge and Enterprise should apologize to me about all trouble caused by an existing defective tire.Thank you for your cooperation!

Product_Or_Service: 8/11/2014

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

Please completely investigate my case again and remit the bill. Thanks!

Business

Response:

Our Area Manager, Christine T[redacted], has resolved the matter with the customer. The customer will pay $198.44 for the tire and we will wirte off the remainder of the balance for the customer as a matter of customer service.

This matter has been resovled. Thank you.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I appreciate the effort Enterprise has made to solve the problem. But it didn't include the complete version of our agreement as follows,

Review: I rented car on Oct 30th and returned it today. There was dent under the license plate which did not notice at the time of inspecting the vehicle. It was raining and little bit dark at the time checking the vehicle. I noticed the dent when trying to take the gas next door (50 feet away, at Wawa gas station and returned the car to the person to input the dent information on the inspection sheet. He acknowledged the dent and entered the information (hand written ) on the pink document which was given to me, but did not enter it on his document. When return the car this evening, Nov 04th 5.20 pm, he denied the previous dent under the license plate and charge to my insurance policy and bill to my [redacted] Card for $500 for deductible. I did not sign and documents and accept this invoice. He was so rude. is name is Matthew V[redacted] and his manager's name is Jason E[redacted]. Their contact number is [redacted]. I do have the copy of the contract and the dent information recorded on it upon rental.I do appreciate if you could drop this charges against me as well as reporting to my insurance company Geico. I already contacted the insurance company to report this abuse to the customer. License number [redacted] (PA)Regards,[redacted]Tel:[redacted]Desired Settlement: Remove the claim against me.

Business

Response:

We will not be shutting this claim down. We have video proof of the customer backing into a pole on our lot and causing this damage. He clearly knows what happens as he pulls to the side and gets out to look at the damage after he hits the pole. Valencia R[redacted], Area Mgr, will be contacting the customer today to discuss.

Review: To: [redacted] Insurance Fraud

From [redacted]

Date: May 8, 2014

Re: Enterprise Rental, [redacted] Office

On Wednesday evening, May 7 at 5:00PM I returned my rental car to [redacted] in [redacted], NJ, as per our arrangement. I did a check of the car inside and out. I took a photo of the mileage and gas tank gage just to insure I would be credited correctly since there wasn’t a representative from Enterprise there.

On Thursday morning at 10:23 I received a call from “[redacted]” at Enterprise saying there was a 6” crack in the front bumper. I asked to see the car. I wasn’t in any kind of accident nor did I see any “crack” when I did a walk around on the car. He told me I couldn’t see the car because it was already in the body shop in [redacted], Pa. I told him to get the car, I was the customer and the protocol for all rental companies is that the customer and car company representative, inspect the vehicle together before and after rental. Not calling me when he allegedly saw the car was damaged while the car was parked at [redacted] was completely inappropriate business conduct. Unless I see damage and sign off that there is damage, Enterprise’s claim is false.

[redacted] continued to make comments that made me suspect. He said that I had no rights since I waived their insurance and that he was going after my $500 deductible and [redacted] for things such as loss of use for the vehicle. In fact, the first day of rental when he asked if I wanted insurance for the car and I said no (he went from $35 a day to $20 a day), he asked me what my deductible was. I have been renting cars for 34 years for business, no car company, including Enterprise has ever asked me what my deductible is.

There were quite a few dings and scratches on the vehicle the day I first inspected it. If Enterprise felt so strongly about fixing their vehicles immediately, why were these damages left unattended. If what he said was honest, why hadn’t he followed business protocol if an accident did occur? What about getting estimates? Why wasn’t there a fair and trust worthy assessment and inspection on what might have happened to create a crack? How often do “cracks’ happen in bumpers? Is it the make and model of the vehicle? What about good ol’ customer service? Why wouldn’t I have a choice in how I elected to repair this hypothetical crack. I repeatedly told him how out of line and inappropriate he was sounding and asked for the Regional VP’s name and number.

I left a message with a [redacted]. I asked specifically about Enterprise protocol when a car is returned or when a car is returned damaged? The message I got back was that he was aware of the situation and asked “How can we work this out?”

Furthermore, my Dad is in the last stages of brain cancer. Having to go through this to make sure my rights are protected is creating unnecessary stress to my personal situation.

The advice I received is what I am doing now. 1. Report fraud to my insurance company. 2. Report Enterprise to the Revdex.com. 3. To dispute any credit charge charges to my credit card company. 4. To file a report to Enterprise corporate office so they are aware that this kind of business conduct is happening in my local community.

Let me be clear. Enterprise has failed to act in a customer friendly business appropriate manner that insures ethical codes and fair practices. Simple protocol is to call customer to inspect car and or damage. All monies( $500) will be released from my [redacted] card. [redacted] does not have my permission to process this claim since there was no damage upon my inspection.

cc: [redacted]

Revdex.comDesired Settlement: $500 refund to my [redacted] Card.

No claim is to be filed with my insurance company.

Business

Response:

Good afternoon!

Review: I returned a vehicle on Monday. That Thursday I received a call saying there was damage which was not shown to me when I returned be hole. I have requested several meetings in person to resolve issue and no success. I spoke to the guy I returned my vehicle with and he stated that if he told the company that he didn't show me his branch would be held liable so he had to tell his boss the damage was shown. I have emailed and left several messages and still no response. Please help.Desired Settlement: I want the issue resolved and answers why I was not shown the damage the day I returned the vehicle as well as why it took 4 days before someone contacting me regarding this issue.

Business

Response:

Good afternoon!

At Enterprise Rent A Car we take customer service very seriously and we welcome the opportunity to discuss **. [redacted]'s feedback concerning her rental car experience out of our [redacted] location.

As a result of this case we opened an internal investigation concerning the damage claim in question. The original rental agreement **. [redacted] signed was marked with no damage as it pertained to the condition of the rental vehicle she received. We understand she has more questions concerning the return process which we are more than willing to discuss further. At this point in time our damage claim remains open and our course of action has not changed concerning **. [redacted]'s responsibility for a change in condition of the vehicle.

Our Area Manager has called and emailed **. [redacted] in an effort to review her concerns again after receiving this file. We thank her again for her feedback and we are open to re-addressing the damage claim in question. We look forward to hearing from **. [redacted] in the near future.

Regards,

[redacted] Regional Business Manager

Review: I have been trying to contact this company for the past 3 days in the matter of my lost camera but they have not respond it. I came by to the office 3 times but was told that somebody will follow up to my need, but they never call me.Desired Settlement: I need this company to replace my camera which should have been found when I returned the vehicle.

Business

Response:

We have a detailed check in process for all returned vehicles. During this process if we find a customer's item left in the car we will retain it and attempt to contact the customer to ensure they can recover their item. In this instance we did not find the customer's item and we are not responsbile for replacing it. We are contacting the customer to apologize for the delay in getting back to them and will explain our lost and found policy.

Review: I was involved an auto accident on 03/04/2014. I informed my insurance and a claim was put in. To make a long story short, I went to this particular Enterprise at [redacted] in [redacted]. I was helped by a gentleman named [redacted]. He told me that the regular rate was $41.99 per day. I decided to get the car for a day at that rate until the insurance claim came through. I Called the next day and my insurance said the claim was active, so I was good to go. I called and made [redacted] aware and he said thats fine, he will go inside and pull it up. I can keep the car for as long as needed until my car was fixed. And yes because it was an insurance claim they will charge $28.50 daily. Bear in mind my insurance which is all state was paying $30 daily upto 30 days. Based on what was explained to me maximum I will be charged per day is $30. Forward to my car has been fixed finally. the insurance has given me a check for $900 and I called to take care of the bill I was told that my bill was $2330. I asked for an explanation. That is when a guy named [redacted] comes in. He said based on the claim number I gave them was pulling someone else's information. I asked who and they told me the name. I told them that was my wifes' name. Keep in mind I had given this same number to [redacted]. [redacted] says since there was a communication problem, he was willing to go back and charge me the $28.50 which they give everyone for auto-accident claims. I said that was not good enough because [redacted] had not explained to me that there was an additional charge for insurence per day in addition to the $30 daily my insurance was paying. [redacted] said since him charging me $28.50 and keeping the insurance charge was not going to completely satisfy me, he was just going to keep it at the $41.99 that they charge everyone for normal claims. Now, my question is why am I been trewated any diffrent. Just because I am not satisfied with his solution, he will keep a rate of $41.99 instead of $28.50 that they charge everyone else?Desired Settlement: First, they need to do a better job explaining to the customers, especially, those involved with auto-accidents. Second, I need a refund of $1430.00 to my business card . All they were supposed to do was hold my card until the insurance claim came through.Third, to give me a contract that says I will be charged $28.50 and not honor that and charge my business card $41.99 daily is ludicrous. Keep in mind [redacted] explained to me that the card will never be charged.

Business

Response:

Good afternoon!

Review: Enterprise Car Share charged me excessive and unfair fees and has failed to reverse the fees after multiple requests.

I have continued to be charged an unlocked vehicle fee for nearly every reservation I've made, including my most recent trip. I am 100 percent certain the vehicle was locked when I left it, and have checked to be sure the vehicle is locked every time I've completed a reservation. Despite my previous complaints nothing has been done to reverse the fees, which now amount to $250 over four months:

Nov 2013 Invoice #[redacted] Dec 2013 Invoice #[redacted]

Jan 2014 Invoice #[redacted]

Mar 2014 Invoice #[redacted]

I personally have walked around and tested each door to be sure they are all locked. I have called and spoken with a customer rep to ask if there is some step I could possibly be missing while locking the car-- they gave me no explanation as to what I might be doing wrong.

This is an excessive and burdensome fee. I use Enterprise Car Share because I cannot afford typical car ownership and need a convenient and inexpensive alternative.Desired Settlement: I would like Enterprise Car Share to reverse the remaining unlocked vehicle fees on my account, totaling $224.00

Business

Response:

[redacted], Enterprise Car Share Manager, spoke with the customer on 4/18/14 and agreed to refund the unlocked car charges. The customer was satisified with the action.

Review: My Name Is [redacted] an African American male and On Monday October 7, 2013 I had a very bad experience with the Philadelphia Airport National Rental Car Location, not to mention that I have been renting with national for 5 years and I am a executive elite member. I live in Philadelphia born and raised and the main reason I continue to rent from National is due to the great service I receive in other states. I am a music producer artist and songwriter so I travel very often to LA ATL Houston Vegas etc. But let me get to this nightmare of a day and the the very prejudice treatment I received from this Philadelphia branch. On this particular day I was returning a weekly rental a 2014 Impala with about 2100 miles as I was driving back to the airport accompanied by my father [redacted] I noticed when driving at a high rate of speed about 60 mph that the car began to shake which lead me to believe that maybe the brakes were a little faulty. In my experience with cars usually it's a brake or rotor problem, but I intended to let National know about this issue. So when I pulled up I informed the clerk that the car had a little shake he told me to let the people inside know when you pay for the rental. So I did just that when I went inside, I told the customer service agent by the name of [redacted] ( African American male) about the problem and immediately he began to go at me with a condescending tone saying that this was a new car and it's very strange that you had an issue. I told [redacted] that it's not because I have rented plenty of new vehicles with problems because people don't take car of rentals they run them in the hole and the only way national would know about a problematic vehicle would by customers reporting issues. He began to get very irate talking very ignorant in front of employees and other customers now the whole time my father is there witnessing this ignorance take place. He went as far as test driving the car around the lot which would not be equivalent to driving on the expressway, he went on and on about how I was tripping and then slammed my receipt on the counter, I said please watch your tone and unprofessionalism, I walked away from the desk and he came from behind the desk following me outside as if he wanted to engage in some type of altercation. My father said to him that you should never follow a customer, after that heated exchange I went to one one of the managers [redacted] (Caucasian female) to explain the incident with her employee and she was very nonchalant saying well what do you want me to do about it implying that I was overreacting and continued to greet people coming from the shuttle buses. Also the whole time this incident happen there was another national employee an African American female who told myself and my father that [redacted] handled that incident the wrong way, also stated that he was out of line. Immediately after little result with [redacted] I called escalation department to make a complaint. While making the complaint I was approached by branch manager [redacted] (Caucasian Male) He immediately jumped to the defense of his employees after I explained my troubles so he asked for my receipt while reading the price he began to say wow you guys had a great rate I don't see what the problem is, so as I reached for the receipt he said I don't want you or the receipt to touch me anymore because your gross, and y'all are always doing that I said doing what he replied y'all always have your hands and your pants touching your private area expecting people to deal with you professionally. Then he said you are gross and I don't like dealing with your type, now all I did was adjust my pants and he continued with his racial statements.I kindly asked what is that suppose to mean while still on the phone with corporate office and he said your gross. By this time I'm very upset due to his comments, but I also had another reservation so as I was going to get a car off the line he walked up to me saying why do you continue to rent if you don't like our service I said because I travel and the treatment is better in other places. He then pulled out a printed paper with my rental history and told me that national is a private entity that can do business with whom they choose and under those guidelines he could put me on DNR immediately! We began to exchange dialogue and he insulted me again with the y'all are gross comment so I told him that I would not allow him to treat me like I'm some [redacted] off the streets and he replied I got you now and your going on DNR then proceeded to kick myself and my father off the lot. I told Mr tyler I had no transportation he said catch the shuttle to the airport and find your way and if I didn't leave he was calling the police. I told him he would here from my attorneys so he shoved his business card in my hand and said good luck you won't get anywhere we are privately own so don't waisted your money. This event was so unfortunate, but I notified escalation department and was on record saying that I knew he would try to DNR me before he went ahead with his decision and he did just that. This happened on 10/7/13 it's been a whole week with no result and no call from Philadelphia's offices which means that he made good on his threat that nobody would listen to my claim. I just feel like National was very wrong.Desired Settlement: I would like to be taken off of the do not rent list and I want my same status, also a written apology.

Business

Response:

We have spoken with the customer and informed him that we will not be removing him from our Do Not Rent list. Based on conversations with our employees involved we do not believe his description of the incident is accurate.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: of course they would believe their employees, the regional manager also told me that I wasn't put on DNR because of my encounter with the staff, instead they want to cover it up by telling me I had too many of the same kind of complaints. Rest assured I have contacted the NAACP along with my attorney to prepare for a civil rights case. I have several of their current and former employees to provide candid evidence of how they treat African American consumers this is far from over.

Regards,

Business

Response:

We stand by our orignal response and have nothing more to add.

Review: I had to rent a car after an accident that was charged to the other person. As directed by my insurance company I rented a car and they said the other persons company would pay for my rental. My accident was 5/12 I picked up my rental on 5/13. I was waited on by Rob G[redacted]. Rob went through the costs of the rental 23.99 and then another slew of charges. He asked if I wanted the optional insurance that 1. I thought was about 2.00 and 2nd the other insurance would pay. At some point Enterprise was calling and leaving me messages to contact them. I would contact the responsible party at [redacted] Insurance to contact Enterprise Rob or Jarrod. Thinking this was just about who would be picking up the bill. I didn't not contact Enterprise until the message was left that they needed additional funds??? When I did they explained they needed additional funds for the optional insurance that was 18.99 a day. To which I inquired why would I be charged. Jarrod insisted that I approved that additional coverage as I signed the contract. To which I got upset because I would never have agreed to 20 a day for insurance when I was not even responsible for accident. I signed my initials several times on Enterprises contract, yet I have no idea I agreed to a 20.00 a day insurance. Jarrod said to come in and he would rewrite contract. I did go in and it was rewritten. Jarrod was not agreeable but he said he would back date it. Also my credit card was at it's limit so that is why they called me. The credit card could not be processed. Not an issue since [redacted] insurance would be paying for my rental. I have no record of when that was possibly 6/10?

When reviewing my credit card statement that was now exceeding its limit I found the following charges. Manually keyed in, 7/1 1.00, 7/1 50.00, 7/1 100.00, 7/2 100.00 and 7/3 50.00 by Enterprise. I called Rob and he said he had no idea that had happened and he would look into it and call me back 7/11. I received no call back. When I contacted him on Monday, he said I signed the contract and they followed up with phone calls for "additional funds" and I didn't contact them back. He said he would contact his manager and call me back. It is now Wednesday and I was not contacted. It was my understanding that the insurance company would pay for my total rental, whatever that was. Crazy to me because the car itself is only 23.99 a day to rent and the insurance is 20.00 a day? Why would I incur that amount of money on a rental for over a month for an accident that was the other owners fault.

Just as additional information. I had just moved me and my children into a rental home, my car was smashed into while parked in front of house, my son was getting married and my other son was having asthma attacks because out new rental had black mold. I was contacting [redacted] Insurance to follow up with Enterprise since they would be doing the "Funding".

I also went back before seeing my credit card statement to rent a van to move for 2 days 7/8 and 7/9 at 77 a day. At that time my contract said I had a 216.00 balance. I contact Rob again and he once again said he knew nothing about it and that I only owed 155 for a 2 day van rental. I did not discover the charges until Friday Friday 7/11.Desired Settlement: I would like all my money back. I would like to know how manually running a credit card for increments to see how much credit was available is ethical and I want the person who did it held accountable. I also would like Enterprise to advertise the cost of unnecessary insurance clearly at the desk where you should sign your contract, rather than in the parking lot with "initial here, here, here and here". Misleading and taking advantage of people who are in a bad situation to begin with. I did not have a clear bill, contract or verbal understanding that I would be charged 20.00 a day for extra insurance. I also am thinking that this is how Enterprise makes there money and the sale of the service is UNCLEAR.

Consumer

Response:

I need to add another bill that I just received today in the mail from Enterprise Leasing. It is an additional 216.17. Also I realize that when they give you the sales talk outside they do say 2.00 a day for PAI. I have no recollection of the 18.99 DW charge for insurance. I clearly remember the 2.00 statement from Rob G[redacted]. So in total I want my 301.00 refunded to my credit card and the 216.71 bill removed.

Review: I rented a car for Enterprise. Enterprise wants to charge me $500 to repair a scratch on the lower bumper of a car. There is no indentation or other damage. It is a scratch. I do not know where it came from or that it was not there when I rented it. It is on the lower bumper of the front of the car. It would require $2 worth of paint to cover and yet Enterprise Claims Department keeps harassing me for $500.They sent a photo showing a scratch but it did not show the car. It looks as if someone took a pen and scratched the car below the license plate. Painting over the scratch would cost nowhere near 500 dollars.Desired Settlement: I am not liable or responsible for this scratch. However, to make this and the company go away, I am willing to pay $100.

Business

Response:

---------- Forwarded message ----------

From: [redacted], [redacted] <[redacted]>

Date: Wed, Jul 31, 2013 at 8:50 AM

Subject: [redacted] - Revdex.com Complaint [redacted]

To: "[redacted]" <[redacted]>

Cc: "[redacted], [redacted]" <[redacted]>, "[redacted]" <[redacted]>

Hello,[redacted], Area Mgr, has spoken with the customer and informed them that we are standing by our original claim and will continue to pursue the customer for payment. When the customer took possession of our vehicle they walked around the vehicle with a member of our team to ensure there was no damage. They initialed the contract and marked no damage. Upon return of our rental we noticed the damage and wrote the claim with the customer. The repair is not as simple as painting in the scratch. We repair all of our vehicles in a professional way to make sure we continue to give customers a great product. We receive fair and discounted prices for our repairs and we pass that savings on to our customers. We will be pursuing the customer for this damage.

Review: 4/11/13 I made an online reservation to rent a car from enterprise not knowing what I was about to get myself into. The car they gave me had multiple scratches and scrapes on the rear bumper and it was mentioned on the contract. During the two days the car was never parked on the street and was never touched or damaged. When I go back to return the car the guy goes to inspect the car and went straight to the rear bumper and point to a scratch the size of a dot telling me that I caused it but I'm pretty sure that it was on the car before I rented it. I tried to argue with him that it's not my fault but he just sat in his desk and ignored me and even refused to give me a receipt. he was very disrespectful and rude and even called the cops on me. When he finally gave me the receipt I find an extra young driver fee of $40 that was not in the quote that I got online, and charged my card extra $500 for the alleged scratch.I called the corporate the same day to complain telling them about the horrible service that I got and sent them all the documents and pictures of the car but it's been over a month now and they never got back to me.When I did some research online about this company I find numerous complaints similar to mine.Enterprise is not a legitimate business it's a scam, they make their money scamming people by false damage claims. I wish I did this research before going to these con artists.Desired Settlement: I want them to refund my credit card the amount they wrongfully charged for the false damage claim

Business

Response:

This claim was reviewed by [redacted] our Risk Manager. He refunded the renter their deductible and closed the claim. [redacted] emailed the customer to let them know the refund was complete and that we would not be pursuing them for the damage. Email was the preferred method of communication from the customer.

Review: I had rented a car for this company back in of August 2013. Upon returning the car they found scratches on the rear and said my husband an I were responsible for the repairs. We said okay and agreed and my Husband ask for us to be able to make a payment arrangement. The customer service representative agreed. Four days later without contacting us or anything the company took the fee off my credit card, this was after the agreement was made to let us make payments. This put me in a situation where my card was overdrawn. I don't think it okay for customer services professional to make agreements with people than to do something else.Desired Settlement: 500.00

Business

Response:

Enterprise Rent-A-Car prides itself on delivering exceptional customer service, and strives to ensure that every customer not only has a great experience but will become a repeat customer who will patronize our business again and again.