Enterprise Leasing Company of Philadelphia

Review: I rented a car from Enterprise through my Car insurance company because I had totaled my car in an accident. Enterprise gave me a [redacted] initially which I had to get replaced because the car smelled like an ash tray and I have astama and it just made the symptoms worst. I called to get the car replaced they agreed. I went in to pick up the car and saw there was only one lady working running around. She agreed to replace the car, she cleaned a [redacted] and backed the car up by the office. She was in a obvious hurry and did a quick walk around, Just to help her out since couple people waiting around for her I didnt look at every single thing on the car in the Hindsight I should have. I didnt see any major issues so I signed the papers and agreed there were no major issues.. When I went to drop off the car this is were the issue started.. she walked around the car, while I was in the office because I barely took the car out of my drive way, so I didnt expect any issues. So I am looking through the window and she stopped at the exact (the only) place where the issue she claimed wasn't there appeared. According to her "I somehow managed to damage the indent on top of the bumper where the number plates go. I can promise she knew exactly knew where this was and you couldnt ever see it with a bare eye. Only way she found this damage was to place the light at one angel and thats the only way I saw what she pointed out. Now the fun stuff started they had to follow procedure and took my deductible ($500) out of my account on the spot. Filed a claim which conveniently came just a shade under $500 but with "Admin Fee and other non seance cost went over $600". Got a letter in mail for additional payment I have to make ASAP.. All in all the worst experience I have ever had at any rental place. The lady was flat out rude when I called out her bull st, she decided to make me look back in front of my family and claimed that she was helping me. Only thing she helped me was out of $590.Desired Settlement: I filed a complaint with the proper enterprise channel but they didn't even want to hear my side of the story, just asked if you saw the damage? and I had sign the paper when I took the car, so its my fault. I am not sure how to approach this issue. Even my insurance company said just wait and see that the damage will be under $500 because they would rather deal with a nobody like me instead of a big insurance company. I searched online and I am not the first person they have done this to.

Business

Response:

Good Morning!

Review: I'm an office mgr for [redacted], Inc. We reserved a car for Feb 22 pick up online. I then called the branch because I wanted to put our corporate cc on file to pay for and secure the reservation. I was told by the rep on the phone that would be fine, and he took our credit card info. This was on Wednesday, 2/19. On Friday, 2/21 my boss, (whose name appears on the corporate credit card) decided to go visit the local Enterprise branch to give them a swipe or imprint of the credit card so as to avoid any possible issues when our driver (who does not have a corporate credit card) arrived to pick up the rental vehicle on Saturday, 2/22. When my boss ([redacted]) arrived at the Enterprise branch, he was rudely told that "Enterprise doesn't work like that" when he explained the situation. They would not allow us to pay with the corporate card, They said they required the driver to present his own personal credit card to secure and pay for the rental. Entirely different story than I was told two days prior. But my boss neeeded to rent the car, so he acquiesced to their rude demands.On Saturday when our driver ([redacted]) went into the branch to present his own credit card, he was told he would not be required to present 2 household bills, a birth certificate and fingerprints to secure the rental. I feel this company has discriminated against our employees because they are 100% [redacted], and also that the branch employees are all operating with differing information, misleading customers, and treating potential customers very poorly. They operate in a predominantly [redacted] neighborhood and one explanation I can think of for the aggressively poor treatment we received is that my co-workers are [redacted]s with very thick accents - this is why I was hired. I had called ###-###-#### and spoken to a manager, who was also rude. He said they rent to companies often but that no companies use corporate credit cards to pay. NOW THAT GUY HAS OUR CC INFO but he wasn't authorized to take it?Desired Settlement: I want this to be noted on whatever "permanent record" the Revdex.com keeps for companies. I also want them to destroy our credit card info...we are reporting them to [redacted] for fraud. After [redacted] was told he would need to basically supply his first born to rent from Enterprise, he walked into another rental place on the same street and rented with just a credit card, no problem. We will never rent from Enterprise again.

Business

Response:

Good Afternoon!

Review: The main issue is that I had been driving a vehicle that was never registered to me, therefore still under the previous renter's information and subsequently still being billed to the previous owner. The only reason I discovered this was because I accidentally locked my keys in the car and Enterprise refused to provide Roadside Assistance because the vehicle was never registered in my name. The first person I spoke to was extremely unhelpful, requesting a copy of the paperwork--even though I informed her that my belongings were locked in this car and I was nowhere near walking distance to my house. Once I was able to get a family member out to me, we drove home and I phoned Roadside Assistance again. [redacted], though much more friendly and concerned, was also unable to find my information and instead stated that the vehicle was still under the previous renter's ([redacted]) information and that [redacted] was, according to their systems, still supposed to be driving this vehicle. As a result, I had to leave my personal belongings, including my credit cards, driver's license, insurance information, etc. in a car in a parking lot overnight and had to drive the next 24hrs +/- without a license, insurance information, etc. Needless to say, if I had been pulled over by police I would most likely have been charged with theft, imprisoned, and fined. When I spoke to the location manager, [redacted], he was very nonchalant about the situation stating that there was "no problem" and then continued to tell me that the customer is required to call Roadside Assistance to unlock the car--even after having told him TWICE that I phoned them the night before and they could not assist me because I was not the registered renter. After he got a better grasp of the situation, he asked if I could go to their Media location to pick up my belongings--again, making it seem as if it was okay that I was driving around without a license, insurance, etc.. I informed him I was at work and that Ford instructed me that they would notify Enterprise to have my belongings delivered to me once the car was unlocked. He stated he wasn't sure if he could get them to me before the end of my work day because they were short staffed--further affirming his lack of concern and urgency of the situation. Furthermore, I discovered from my dealership (the whole reason I had a rental car was because my personal car was being repaired) that THEY (Ford) were the ones who took initiative to make a copy of the rental key so I could get my belongings.Desired Settlement: If there was a way to inform [redacted], the previous renter, that her information and insurance was continually billed while another person drove her rental, I believe she and I both would greatly appreciate it. An apology from the company for lack of concern/urgency as well as better problem solving/customer service in the future would also be appreciated.

Business

Response:

Review: I rented a car from [redacted] at [redacted] Airport on 12/31/12 at around 900pm. I was told to take any car and chose the first car in the row, which I later learned had 60,000 miles on it and numerous dings and was in overall poor condition. I returned it at [redacted] Station the next day, 1/1/13. The office was closed at the time. There was no incident with the rental. However, a few weeks later I received a bill for repairs for all the dings and dents on the entire vehicle for $1167. I regard this as a fraudulent claim. I did no damage to the vehicle and they are claiming that I pay for refurbishing every dent and ding on a 60,000 mile car. I believe this is a scam to get my rental car company to pay.Desired Settlement: Withdraw this spurious claim.

Business

Response:

Thank you for the feedback on the recent rental experience of [redacted]. The City Manager of the [redacted] location researched the damage related to this claim and informed the customer that we have dropped the claim and are no longer pursuing him for damage on the rental vehicle. [redacted] appreciated the follow up and was satisfied with the resolution, so we will consider the case closed at this time.

Sincerely,

Human Resources Manager

Review: On June 14, 2013, my family and I rented two 15 passenger Ford E-350 vans from Enterprise Rent-A-Car's [redacted] Avenue location in Philadelphia, PA. We were driving these vans to Disney World in Florida for our family vacation - the family consisted of a total of 18 people. Myself, my wife, and my father-in-law picked up the vans the night before our trip, on June 13, 2013. Upon leaving Enterprise, I noticed the van seemed to handle poorly. Never having driven a vehicle that size, I assumed the poor handling was normal. My wife, who was behind me driving her own vehicle, called me to see if everything was ok because it looked like the van was unstable. I told her it was fine, probably just the wind or my driving since I have never driven a vehicle that size.We returned to our home and parked the vans in the driveway. We considered returning the van, but were too late once we got home and discussed it. Early the next morning, we loaded up, 9 people in each van. The woman driving the defective van noticed the same problem I had noticed the night before. She thought the same thing - that it was just the way the van handled. That being said, we thought we would return it for a different van anyway. We got on the road around 6:30 a.m., prior to the opening of the rental location.No more than 30 minutes into our trip, while being driven in the left lane of Interstate 95 outside of Philadelphia, the van began to shake and subsequently shut off. The driver of the van was able to maneuver the van out of the rush hour traffic, to the right shoulder - which was no easy feat. One of the passengers in the broken down van called Enterprise 24-hour roadside assistance. Their advice - call the police. That was it. No tow-exchange offer. Nothing. They called the police. Soon thereafter, PennDOT showed up. Since Enteprise offered nothing, we were force to call [redacted], who sent us a tow truck. After I heard of this, I myself called Enterprise roadside. A competent individual picked up and set up an exchange.After over 3 hours of waiting, the Enterprise exchange van finally showed up. However, he refused to take the broken van because it was not on his work order. This was not acceptable to us. We waited further until things were straightened. Finally, the broken van was taken to the Enterprise rental location on [redacted] Avenue. When we arrived at the rental location, [redacted], the branch manager who had rented us the vehicles the night before, apologized up and down. We told her what had happened, beginning with the defective nature of the vehicle from the moment we rented it. She said not to worry, that another van would be provided. I asked if we get any discount for the inconvenience. She agreed to waive the extra driver fee, since we were adding another driver. No paper work pertaining to the defective vehicle was provided to us. Nearly 3 months after this nightmare, I received a letter in the mail that Enterprise was holding us responsible for the damage to the van. Even after what we went through and the apologizes and waived extra-driver fee, they still are holding us responsible. I spoke to [redacted], the branch manager, who said that we had to pay because we hit a curb. We did not hit a curb. Three weeks later, on October 30, 3012, I spoke with [redacted], the area manager, who informed me that investigation was done and the "professional" mechanics say we had to have hit something. The mechanics said that it was not operable in the condition it was in. That is true - which is why the vehicle shut down. However, the mechanics are missing the part where the damage began before we took possession of the vehicle. The weight of the luggage and passengers (which should not have caused any damage!) must have exacerbated the underlying problem, causing the van to shut down completely.I then spoke with [redacted], the regional manager. He conducted some investigation of his own and concluded that we have to payDesired Settlement: DesiredSettlementID: Other (requires explanation)

This claim against us should be dropped. Enterprise did not contact me until 3 months after the incident, leaving me helpless to conduct my own independent investigation. Also, the vehicle was damaged when we rented it, unbeknownst to us.

Business

Response:

Enterprise will not be closing down this claim. The customer was contacted by [redacted], Branch Manager, a few days after the van was sent to the repair shop. As we have discussed with the customer our repair shop has given us their professional opinion that the damage must have happened during the customer's rental since there is no way the previous custoemrs could have driven on a broken axle. The damage was not present when we rented the customer the vehicle and they never contacted our branch to inform us of the van not driving properly or possible damage.

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:

[redacted] did not call me until Friday, October 18. The repair shop had the vehicle on June 28, 2013 until August 23, 2013. I was not reached out to by [redacted], the branch manager, until nearly two months later, via telephone. Enterprise claims we did not notify them of wheel damage- this was because we picked the vehicle up in the evening. By the time we arrived home, the branch was closed. We got on the road early the next morning, intending to stop at Enterprise with the vehicle. We could not call them because the location on [redacted] Avenue did not open until 7, about the time we intended to arrive. The van, damaged from the start, did not make it that far. Repair bill states damage to RIGHT wheel. Enterprise managers continuously state that the professional mechanics say the damage must have occurred in customers possession. The damage GOT WORSE during our possession, yes. But that right wheel was damaged before we rented the vehicle. I would like Enterprise to provide conclusive proof that the right wheel was NOT damaged prior to our renting it. The damage to the right wheel, present before we rented the vehicle, was exacerbated by the weight of a full van and being driven on the highway, causing the inoperable condition. The fact that Enterprise, as a company, continues to state that their customers are so important, yet I continued to be accused of lying, is unacceptable.

Regards,