Enterprise Rent-A-Car Company, Inc.

Review: On October 21, 2013, I rented a car from [redacted] at Enterprise in Dodgeville, WI. I rented this car for 1 week, for approx. $180. I also paid a deposit of $150 that was taken off my debit card, and was to be returned to my debit card when I returned the car. On October 24, 2013, I went back into Enterprise, and asked [redacted] if I could rent the car for an additional week. He said yes. I asked him if he needed my debit card again. He said no, I have it on file, and can charge it for another week. I said OK, and left.

I brought the car back on the due date of November 4, 2013. Upon arriving, there was a different worker there named [redacted]. She checked the car in, and said the total is $343.xx, and the computer says I still owe $13.xx. I asked for what? I said I have already paid for everything. I told her I am actually supposed to be getting my $150 deposit back. She printed off an itemized receipt, and said actually it looks like we didn't collect anything from you. I told her I have a receipt showing I paid for the first weeks rental, and the deposit, but I was not given a receipt the 2nd time I went in to extend the rental. [redacted] took my debit card, and instead of putting my $150 deposit back on, she tried to charge me the $343.xx. My card was declined(because I already paid, and the money was taken off.) I told her it is supposed to be a refund for the deposit. [redacted] could still not figure it out. She said there is nowhere that shows I paid a deposit. At that point, [redacted] called [redacted] and asked him if he collected a deposit from me. [redacted] said yes. [redacted] then tried to put the deposit back on my debit card, but since she tried to charge me an additional $343.xx without my consent, and the card was declined, she was not able to put the deposit back on my card for 24 hours. [redacted] then became rude, saying I would need to come back tomorrow, and have it put on. I told her I had to work, and that was not possible. [redacted] took my card number and said she would put it on my card the next day when the 24 hours was up. I told her I wanted her manager's name and number because, I was worried that she did not know the proper way to bill customers, and I did not want it to happen to another person, and I also wanted to tell her manager about how rude she had treated me.

I left enterprise, and called [redacted]'s manager, [redacted]. I explained the situation to [redacted]. [redacted] called [redacted] to get her side of it. After looking into it, [redacted] concluded that it was [redacted] who was in the wrong, and had not charged me completely for the 2nd week rental. Instead, without my knowledge or agreement, the 2nd week was taken out of my already paid $150 deposit. [redacted] also stated that [redacted] says she did not try to run my card for $343.xx. (which was a lie, or my card would not have declined.) I tried to keep telling her why this was a problem, but every time I talked, [redacted] would just interrupt me and not let me explain that although the money for the 2nd week was taken out of my already paid deposit, I had checked my debit card a couple days before, and assuming I had already been billed for the 2nd week, as I should have been by [redacted], I was expecting to be getting the $150 deposit back. Therefore, I had went and spent close to the $150 on unneeded items. Now to find out I am not being refunded the $150, because of [redacted]'s mess up, I am out $150. I tried to explain this to [redacted], but she rudely cut me off every time, and just kept repeating that [redacted] made a mistake and will be retrained, and although [redacted] promised to refund the $150 the next day, I was not going to get it. I asked [redacted] for her manager's number, and she did not give it to me. She hung up. I hit redial and called back. Not even 5 seconds later, [redacted] answered the phone and in a very cocky, arrogant attitude, said [redacted] just stepped out of the office. I told him that was impossible because I literally just got off the phone with her. He put me on hold, and [redacted] came back on. I told her I did not appreciate being hung up on, and that is not how a customer should be treated. She said we were done talking, and I said we were not because I asked her for her manager's number, and she hung up on me. She gave me the number and I tried calling [redacted]'s manager. I had called her 3 times before I finally heard back, however I was at work, and was not able to answer. I will be trying again today.Desired Settlement: I would like reimbursed $150 because this was Enterprise's mistake by [redacted]. I was already told by [redacted] the money would be put back on, and because of the mistake made by [redacted], I spent an additional $150 that I otherwise would not have. I am also looking for a written apology from [redacted], [redacted], and [redacted], for the way I was treated.

Business

Response:

From: [redacted], [redacted]

3 family members requested to each rent 16 passenger van for reunion in Memphis Tenn. When we on 7/31/14 arrived was told that a debit card was not acceptable, only major credit card. 1 person was at the office hours going online to get infro that was acceptable. I was told by Jason that since one person had a card why not put the other 2 on one card and that when we returned the vans on 8/4/14, I could then pay with my debit for the one I was renting. We found that even though on return he scanned my card and I signed, he actually billed both on the credit card. The rudeness followed as we tried to fix the mess. Jason won't be in, can't come to the phone.ect. When I we finally asked for # to complain the lady said "Thanks for not letting me help you" and slammed the phone down. She never would answer subsequent attempts when we tried to call back and get my bill off of the other persons credit card. We did contact her bank about the dispute. A reputable company with trained staff should have been able to handle this at the office level.

Review: I have been a consistently renting vehicles for the past two months from Enterprise. I have been compliant with the processes and policies that are required from Enterprise in order to rent a vehicle. I write this email to discuss the need for consistency in policy, the issue of subjectivity in using discretion when making decisions regarding customers’ options, and the rudeness experienced by [redacted], a branch manager at the 5623 North Green Bay Avenue location in Glendale, Wisconsin on Monday, March 3, 2013. On March 3, 2014 I attempted to return a vehicle rented from the Enterprise location at the downtown branch on Wisconsin Avenue to the Greenbay Avenue location. The vehicle rental was due this day by 3:30 p.m. and I had reserved an intermediate car at the Greenbay Avenue location with a lower rate and better car class above the compact vehicle we received at the downtown branch. The compact car was provided because the downtown branch did not have adequate vehicles to accommodate my transportation needs. I therefore, had no option as to the vehicle I wanted and had to settle for a compact class vehicle. I, therefore, contacted the Greenbay Avenue location several times to see if I could bring the compact car rental to them in exchange for the lower rate and upgrade in vehicle type. After discussing this with a representative from the branch, I was told the drop off would be fine. I proceeded to make a reservation for the lower rate and better car class, and on March 3, 2014 traveled to the Greenbay Avenue location for the switch and better price. Immediately, when I told the manager, [redacted], about this matter, he advised me that it was not wise to switch my reservation from a compact class vehicle to an intermediate one. He avowed that there wasn't much of a rate change, but I had already completed research in regards to my potential savings. I told him that I had made a reservation with a better rate. I declared that I was paying $33.99 a day for a compact vehicle at the downtown branch, and that the Greenbay location offered a better rate of $30.99 a day for an intermediate class vehicle, which was far more rational than paying for a compact vehicle at a much higher rate. Once he acknowledged that there was such a price difference, [redacted] agreed to return the vehicle and process my reservation for the cheaper rate and better class. After returning the compact car and closing out the reservation for the return, I was instructed to provide current bill, check stub, and my driver’s license, which I provided without issue. I had already had a $150.00 deposit on my old reservation ($150.00 deposit for debit card rentals), which [redacted] acknowledged he would transfer to the new reservation minus a bit of gas for the return vehicle. [redacted] proceeded to make me fill out a renter’s application, which I had already done at the downtown branch. However, in terms of protocol, I refilled it out anyway, just so that the branch would have the information correctly on file since it was a different branch than I originated from. Unlike the downtown branch, who verified my jobs and references, [redacted] did neither, which was shocking to me. As a business and reputable company, where is the consistency in making sure information is validated at all locations? This type of inconsistency is what drives great customers away. It is also the kind of matter that will have investigative news reporters conducting hidden camera investigations, which is not good for any company. As a customer, I believe, what one branch does should be reflective of all branches. There should be no room for inconsistencies such as this.

After observing this oversight, [redacted] proceeded in making my new reservation. He told me my unverified paperwork was fine. That is until we got to my denial of vehicle insurance, which I have always been told was optional. Over the past several months, I have booked vehicles at the downtown branch and declined to take the insurance, and I have opted out on vehicles ranging from full to compact class. While the representatives strongly advised and encouraged taking advantage of the insurance, my assertion of declination was never challenged nor was I ever denied the vehicle class I reserved or requested based on my opting out. [redacted], on the other hand, declared to me that based on his discretion, the only type of vehicle he would rent to me would be in compact class if I declined insurance-as if, any differentiation in vehicles class would make that vehicle more at risk for damages. What if the compact class vehicle was damaged? I’d be liable just same, regardless of class. Had this been disclaimed through written visible or shared company policy, I would be accepting of the policy. It would be justified. However, there was no basis to deny me the class of vehicle I reserved based on his sole discretion. Further, there was no reason to be discretionary based on my past rental history, the protection I have with my bank as it concerns rental coverage, and having the option to opt out of the costly insurance which is not required in order to rent a vehicle. [redacted]’s impromptu justification had no ground, and easily crossed the threshold of discrimination. As he refused to provide me with the intermediate class vehicle I reserved, I avowed to him that I was highly upset with this decision and that the information should be provided to customers in the form of written policy, as discretion is often subjective. I further asserted to [redacted] that I understood the full totality of the insurance policy, and that, in the event an accident occurred, I would be prepared to deal with repercussions of that matter. Instead of rectifying the situation, [redacted] begin to patronize me and antagonize me, saying things such as, “this isn't a grocery store or restaurant where you can take chicken back to the store, these are cars.” As an African American, I found this statement to be extremely offensive and insensitive, particularly with the tension that was brought forth by [redacted]’s discretionary decision. It deeply saddened me that he would be so confident in his rudeness. This situation occurred in front of my domestic partner, [redacted], a longtime customer of Enterprise, as well as [redacted]’s fellow employees, none of who interjected to ease the matter. This lack of customer service made me feel defeated; but my confidence was not wavered because I knew my concern was valid. I advised [redacted] that I would write corporate office, the Revdex.com, Fox 6 news and the FTC in regards to matter (as well as post my dissatisfaction in blogs, social media, and the like, in an effort to protest my continued disappointment in the customer service experience I've had with Enterprise). I am flustered at the lack of empathy and the lack of professionalism displayed by employees working at Enterprise. Moreover, I am extremely flustered at the impromptu changes that occur each time I choose to rent with Enterprise- no fair warning or communication, no notices, no written policy- just employees coming up with reasons to find ways to deny or hinder customers who already go through a lot to rent vehicles-particularly those without a credit card. This is one of many times that an Enterprise employee has brought forth a decision, but not validated it to customers in any form besides verbally. Instead of easing the confusion, as a manager, [redacted], continued to make excuses for his decision, attempting to embarrass me as a customer, without acknowledging the pertinent issues that I had with the situation. My confidence, as an educated human being and a persistent consumer, allowed me to remain confident in what I felt was wrong. [redacted], offered his business card, in a cunning way, as if, to encourage me to voice my concerns. He stated that nothing would come of the matter and that I was simply wasting my time. He invited me to his office to further discuss the matter. I declined- as he continued to assure himself of his decision. After muting myself for a few moments, I was finally able to advise [redacted] to re book the car I was returning, since it was compact. He re booked it, offered his very insincere apologies, and I left the rental office. I couldn't afford to not go home in something, especially since I was prepared and expecting to ride off confidentially with a car from Enterprise. I wasted a total of 45 minutes, and had I been forewarned about the insurance matter, I would have simply extended the vehicle I was initially returning.Desired Settlement: I am not a happy customer, and I believe the issues described in this complaint should be explored and remedied.

Business

Response:

[redacted]

Subject: RE: What would you like to do?

I believe this company uses deceptive language to sell insurance coverage when it is not needed or required. Our experience with the Green Bay, WI location has soured us on any further use of their business.

Review: They said that money owed to them for a returned check and also for ticket, now in March 2014 I rented a car thud insurance company, where I paid and so did the insurance company. Now they said that I owe a total of $800, 600 for a returned check and 205.00 for a parking ticket I explain to them that I had filed a chaper 13 in 2005 where I paid all the bill Thur the bankruptcy. And also a chapter 7 was done in 2012 they said to me that I still had to paid them the money. In July spoke with someone that said that there was no return checks, but seem to be a ticket for $205.00 but was taken care of by the Bankruptcy. So I don't understand everything I talk with someone they tell me a difference lie each timeDesired Settlement: For them to clear my name and take me off their Black List I do not wish to rent from them anymore and will tell others the way I was treated by this company in Milwaukee Wisconsin, I have rented from Enterprise for many year and have never a problem until now.

Business

Response:

I will forward this complaint to all of our area managers, as the customer did not indicate which location she is referring to. We will reach out to the customer to see how to resolve this matter. Thank you.

Consumer

Response:

Review: My car had been totaled 5/5/2015 and Geico gave me a rental through Enterprise for about 5 days. . I am a flight attendant and also work for a large distributor of their Rentals. During the days of my car being totaled out, I did not drive the car that much nor had it left any area that wasn't protected. When I had picked up the car, I had pointed out the tape that looked like it was possibly holding up the bumper and a weird looking thing hanging off the bottom there was clearly something being held up with the way the marking of the tape was left. . Regardless, the guy said it was nothing, and I should of not accepted the car, but I did knowing I had verbally stated to him I saw these things and was verbally told it wasn't a big deal. Low and behold, I returned the car. Parked it in a spot. Handed in the keys. Then proceeded to go next door and BUY a car from Enterprise. Two days later on a trip for my job, I get a phone call stating the Bumper FELL OFF in the car wash??? Bumpers JUST do not fall off and why would it fall off 5 days later? Meanwhile, I had parked the car and everything was intact, the car was protected in parking, no one inspected it immediately. They had said I could come in and inspect it myself. When I got back two days later- they said they had already brought it into be inspected and photos would be sent to me. First off, they lied and said I was able to come in an physically look before any claim had been done, second of all, the pictures I received were NOTHING of the damages they told me were of the car. They were simple scratches and I had no chance to see any "bumper hanging off". A month later, I received a bill. I went through geico (they claimed the Claim as NON FAULT), they had put a claim through and paid what was left. But $638 for a scratch that I wasn't even aware of when I was told a bumper fell off when there was NO PHYSICAL way of that happening. The best part is, after all this hassel and non stop harassment on the phone- it took more than 3 months to get this actual bill for me to pay. I paid $100 and then whatever geico paid. That is MORE than enough for a scratch that I did not even get to physically see nor was I told I did.Desired Settlement: I want all allegations and "black list of rental" dropped as well as the money I put into it back, as well as all contact from enterprise stopped. We use enterprise merely 80 times a month with our company and I'm constantly being booked with your company- and now am getting in trouble with my company because of this sick company blaming me for something that was NEVER my fault. . I will ensure that any contracts through our Airline company and FBO will be ended with Enterprise, as well as I will personally contact a lawyer and press charges for scam and illegal business practices if this is how they treat customers with lies, and especially ones who just bought a 15k car from YOUR COMPANY.

Business

Response:

To

whom it may concern:Please

accept this correspondence as our response to the complaint filed by [redacted]

[redacted]. We have reviewed the concerns raised by Ms. [redacted]. Ms. [redacted]

rented a 2014 Toyota Rav4 from Enterprise Rent-A-Car of Wisconsin, LLC dba

Enterprise Rent-A-Car at its 310 W Wisconsin Ave Milwaukee, WI location.At

the time of rental, a vehicle inspection was completed in the presence of Ms.

[redacted] and it was determined to be rented without existing damage. This was

confirmed by Ms. [redacted] by her initialing on the face of the rental agreement

as acknowledgement of the vehicle condition. The vehicle was returned with

damage to the location noted above. Pursuant to the rental agreement signed by

Ms. [redacted], she is responsible for any damage to the rental vehicle which

occurs during her rental period. After reviewing the concerns

presented by Ms. [redacted], and notwithstanding the foregoing contractual

obligation, we have closed our file with the payment amount of $218.10 that we

have already obtained from Ms., [redacted] and her insurance company, Geico. At Enterprise Rent-A-Car, we strive to satisfy

all our customers by providing excellent customer service. We hope that our

diligent efforts to resolve and address this matter have demonstrated our

commitment to customer service. Sincerely, Sincerely,

Review: I picked up a rental at Prestige Auto Works in November for a week as my car was being repaired. The other driver's insurance company, Allstate, was paying for the rental. I declined the insurance coverage, as I always have for years, and I now inderstand Enterprise charged me $67.75 to my VISA card. I am an Enterprise Rewards member and have been for years.

I talked to the manager at Enterprise, [redacted], and one week later, to his assistant, [redacted], who both indicated they'd look into this and get back to me the same day. Now it's one and one half months later and they have failed to credit me.

I called a third time and spoke with another person who said Kyle nor Jim were in, but I left a detailed message with him . . and again, NO CALL BACK.Desired Settlement: Refund my credit card for $67.75 and apologize for the error.

Business

Response:

From:

Review: Purchase a car in April left front continue to pull haven't got it resolved.Desired Settlement: Would like for the company to fix the car or replace it.

Business

Response:

Our Group Car Sales Manager left a message for the cus[redacted]er on 8/10/15, but has not heard back as of yet.

Business

Response:

Business is waiting to hear back from consumer after she has contacted Chrysler.

Consumer

Response:

I informed the branch manager of the vehicle malfunctioning and that I didn't feel safe in the rental vehicle. The branch manager insisted that I deal with the rental although there we're clearly safer options I could have been in. The vehicle continued to malfunction and became difficult to maintain control, causing me to crash into a 2 foot tall by 4 foot wide rock. This damaged the front passenger side of the vehicle yet the airbags didn't deploy and the car continued to malfunction. I called the beach management and they insisted I bring the vehicle in. I filed my review immediately on their Facebook page and sought legal assistance. They have yet to resolve the problem or contact me for further rental information.

Review: I was in an accident in my truck sometime in April. I had to get a rental car while my truck was in the shop being repaired. My rental was paid for by progressive insurance company, but the insurance that we needed on the rental car was our responsibility. They told me that we had to have full coverage and liability insurance, when you get insurance you only need one insurance it's either or full coverage or liability. Enterprise charged my credit card 500 and something dollars for 14 days just for insurance on their car. I received a call from enterprise and they said I owed them 120.00 and I authorized them to take the 120.00 off of my charge card. on April 14 enterprise charged my card 120.00 twice and then ran it again on April 15 for 121.00 three times. Those 4 other transactions were never authorize. So in a way I feel robbed in two ways. they took money out of my account and they over charged me with having me to have full coverage insurance and liability when they knew that I was only suppose to have either one and not both.Desired Settlement: I want them to adjust my bill. they know they stole from me and they took way too much money out of my account that was not even authorize for me to take off my account.

Business

Response:

Good Morning,Our area manager contacted this customer and refunded what she had asked for. Our area manager tried to explain the coverage, as the customer asked for full coverage and received full coverage, but felt she was overcharged. We honored her wishes and customer is satisfied. Thank you.[redacted] Enterprise-Rent-A-Car

Review: I feel I was mislead by [redacted] The rep into putting my initials on the sales contract as it was explained to me that insurance on the vehicle rented would be $3.00 per day just initial these boxes and leave a 25.00 deposit your credit card and all will be taken care of at time truck was returned as I was so upset because of my collision with light pole and just got off of work I initialed everything he pointed at without reading why would I take out any of the other insuranceAll [redacted] said was it would be $3.00 a day and $27.80 per every day after 30 due to insurance limit I had the truck for 32 days. When I returned the truck there was a lady behind the counter demanding $1242.00 for insurance and the extra 2 days we argued a little and said the card she has on file will be billed that amount no matter what I say due to the contract signed. I left in shell shock and called my credit card company to dispute charges and tried to resolve with [redacted] who did nothing but give me the run around and offered a couple hundred off the bill and would not give me to his regional or area manager I however found Enterprise holding in ST Louis, Mo and made a formal complaint and was said a regional manger would contact me and that has not happened I dealt with the district manager [redacted] at this store and [redacted] at cooperate headquarters at Enterprise Holdings on2-18-15 @2:50 pm And dealt with [redacted] since Feb 15th who gave me a run around saying he needed to discuss this with his area manager but did not and never called me back once I did all the reaching outDesired Settlement: I only owe for 2 extra days at $27.80 and $3.00 per day at 32 days which comes to a total of $55.60 for 2 extra days and $96.00 for 32 days of insurance at $3.00 a day. A total of $151.60 and any applicable taxes

Business

Response:

Hello,Please see the response from my Area Manager below:

I

spoke to [redacted] and he aknowledged he did want to protect the car. I

agreed to charge him for just the DW at 12.99/day plus tax along with the

$27.80/day plus tax for the two extra days they kept the car. I have

refunded $743.11 to his card today. They also disputed the charges with

their ccard company and agreed to call and reverse that dispute.

Area Rental Manager

Enterprise Rent-A-Car

Southeast Wisconsin

Review: 310 W Wisconsin Ave Ste 170A, Milwaukee, WI 53203

On November 21st I put a deposit of $150 down to rent a car. The first car was a Dodge Charger 2015. The trunk flew open while I was driving on Thanksgiving so I called them and waited a few hours for roadside assistance to bring a replacement car. So they gave me a second vehicle and the wheel alignment was off and tires were unbalanced. On Friday I brought the car back and they gave me a third car. I called customer service and they told me I had until Monday for free to return it. They called me Monday and told me I still owe $243. I called to dispute the charges and they told me a supervisor would call. I never received a call. I asked them to substantiate the charges but they could not and adjusted it. When I dropped the vehicle off they said I owe $81.48 and they do not know where my deposit went. I will pay the $81.48 for Monday when I had the car but I want my deposit back.Desired Settlement: I want the company to either return my $150 deposit or take the $81.48 out of the deposit and return the rest of it .

Business

Response:

This is in response to complaint #[redacted]. We will be taking care of the remaining balance of $81.48 for the customer. Our Area Manager cannot reach the customer, as she is not answering her phone and the voicemail is full and won’t accept messages. We are removing the balance and our Area Manager will email the customer to let her know. Thank you. Please respond to this email and let me know if there is anything else needed. [redacted]

Consumer

Response:

The reason why I am rejecting the offer of Enterprise taking care of the balance of$ 81.48. Is the company has inconvenience me enough I have been dealing with this issue since 11.27.2015 and it still isn't resolve. The company should be taking care of the balance and returning my deposit in the amount of $150.00. To accommodate me for this ongoing issue were it took to the middle of December to even get a response. As told to me by management at the Downtown Milwaukee location. Once I return the rental the deposit would be release. If that's what I was told that is what Enterprise should be offering the return of my deposit.

Business

Response:

Enterprise

will not be refunding the deposit as it was used towards the cost of the

rental. Ms. [redacted] did not receive the deposit back because she kept the

car longer than she initially told us and did not put down money for

the extension. If she would have returned when she stated, she would have

received her deposit. We gave her a discount on her rental of $134.94(which

was discussed with Ms. [redacted]) for an initial problem she

experienced with the first rental car, as well as took care of the remaining

$81.48 that was still owed at the end of the rental, which totaled

$216.42.

Thank

you.

Consumer

Response:

Review: Due to my car being totaled in an accident, through the insurance of Geico-Midwest Region I was assigned a rental from the Enterprise in Milwaukee, WI located at 310 W Wisconsin Ave. So when I initally got the rental according to Geico I shouldn't have had to come out of pocket for anything. So when I arrived to Enterprise on Saturday, 11/23/2013 the guy asked for my credit card and when I asked him why he just indicated that they just needed one to have on file in case I didn't renturn the vehicle; he never indicated that there would be a deposit fee of $25.00 which I never received back when I returned the vehicle. I was also charged for insurance one amount for $154.69 and another for $179.68. According to my receipt that I have I only should have paid $154.69 which I did in fact authorize. However, the additional $179.68 that I was charged for I don't understand why. When I spoke to the regional manger by the name of Nicole she tried saying that it was all the insurance for 10 days but not according to my receipt nor the representative I had spoke with. When I asked her why their were two different amounts if it was split 5 days and 5 days then why didn't the amounts match because in that case the amounts should have been the same and she couldn't explain that. So I'm not understanding first of all why anyone would be charged $335.00 in insurance for a week and a few days, 2 why was money taken out of my account unauthorized when I have a receipt indicating nothing about $179.68 or $25. I feel like Enterprise totally scammed me and it's very unacceptable.

Product_Or_Service: Rental Car

Account_Number: Contract Number [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like my deposit money back for $25 and for the amount of $179.68 which I did not authorize nor do I have any record of me having to pay that amount.

Business

Response:

Subject: RE: [redacted]

Review: On June 4th I picked up a rental vehicle from the Brown Deer location because my vehicle was at the repair shop and that was a simple easy process. The brakes on the vehicle were a bit shaky but I thought that may have been because they were wet so I gave it more time to see if the issue would continue. On the evening of 6/6/15 I was stopped by the police because the tags on the vehicle were not current. The police advised me to contact the rental agency and let them know to put the correct tag on the vehicle. I contacted the Customer Service number in the contract on 6/7/15 because the Brown Deer office was closed. The Roadside Assistance Escalations team took the call and I advised them of the issue of the tags and brakes and they told me to go to the airport location and they will swap the vehicle out or correct the tags. I went to the airport location that evening around 5pm and I had the worst experience I've ever had with this company. I spoke with [redacted] first as he was checking returned vehicles back in and he was extremely rude, he told me he did not know who the roadside assistance escalation area was and that they do not swap cars out unless they are being towed in because they are all separate entities and that is Brown Deer's issue. I told him that was untrue because I had swapped cars out before at the airport because of issue with the vehicle. He said they weren't doing it and spoke to me in a very rude fashion as if I was lying. He said "you'll have to wait until Brown Deer opens" tomorrow. I responded and continue to be pulled over by the police, he said if you get a ticket take it to the location to have it fixed. I asked the other guy who was assisting him to speak with a manager, he indicated that [redacted] was a manager. So I requested to speak with [redacted]'s manager and he refused to get him. I drove towards the exit and spoke to the gentleman who was opening the gate for vehicles to leave and he directed me to the manager ([redacted]). [redacted] came over and before I could begin to tell him what the problem is the other employee who was assisting [redacted] ran over and pulled [redacted] to the side to tell him what was discussed with [redacted]. Then immediately [redacted] started yelling at the guy to lift the gate, yelling "let her out, let her out" I'm not swapping anything out, she'll have to take it to Brown Deer, that's their issue and we don't swap out cars, we are separate entities". Not one time did he personally come and address me or even try. As a manager this is terrible, terrible service and after this I will never do business with Enterprise again. I Contacted Brown Deer as soon as they opened and was advised by the Branch Manager there that the airport should have swapped out the vehicle and that is not the policy to turn customers away. I returned to Brown Deer the next evening as I had to be at work early the next morning and the vehicle was swapped out. My rental is being paid for by my insurance who obviously has a good relationship with Enterprise and to treat their customer in the fashion that I was treated was unethical and I believe it may have been because I was a young, African American female.Desired Settlement: I would like a formal apology from the company and the involved individuals should be reprimanded in some way.

Business

Response:

Good Morning,Our area manager spoke to this customer and resolved the issue. She will continue to rent with Enterprise and will reach out to our area manager in her area if she needs anything in the future. Thank you.

Review: Aug. 3, 2013 was the second time this year I was renting a vehicle from Enterprise. I've used their services for more than a decade.I'd made a reservation for a rental Aug 3, 2013. I was picked up by Enterprise after I argued with the manager about a 1hr pick up instead of a 3hr pick up. She was the same person who came to the counter to hand the rep a piece of paper when he began speaking to me.He asked when was the last time I rented from them, if I'd ever been in Wisconsin and did I owe them 480.00 dollars. He proceeded to show me his screen and all the info about me was correct except it was all in my married name, "[redacted]." The date was Jan. 25, 2011. The drivers license number was my maiden number. I explained I was living in Orlando Florida in 2011. That I didn't get married until Feb. 2011. That there was no way I could've rented a vehicle in Wisconsin. He insisted the matter had to be cleared before they would rent to me. He said he had to call a 262 number to straighten it out.I asked for the number and left a message. Someone called me back and said they could do nothing about the account because it was still open. He gave me another extension, I left a message and no one ever called back.At 1pm on Aug. 3rd I called the Appleton Wisconsin Enterprise Where they claim I rented this car. I spoke with [redacted] who said he'd call me back but has not. I called back to speak to [redacted] and was told he was gone for the day. I was also told he had phoned the accounting dept. to check into my complaint and they'd know something by Monday. No one ever called and whrn I called I just had to leave messages.I do not understand this bill and no one is trying to get it solved for me. If they don't want me as a customer then just say so. Because I missed several appointments Aug. 3 due to their manager's poor tactics. If she just wanted to embarrass a handicapped woman and 9 year old child she did not succeed. She has poor customer service skills. Why waste my time and the company's gas picking me up and dropping me off when she should've called me on the phoneand said there was a problem with my account.I just rented a car from this same location in Feb. this year. I went to Wisconsin and complained about the car not being cleaned properly and the driver window not rolling down. I was told to take the car to the college ave. location in Appleton to exchange it but I did not.I am appalled at the lack of respect, integrity and concern they have for valued customers at this location. I'm not sure if they are doing what they were trained to the they were trained. When tis matter is cleared I will not return to that location for any of their poor services.IDesired Settlement: DesiredSettlementID: Other (requires explanation)

I missed several doctor appointments I just had to reschedule. I believe they owe me a free weekend rental with an open apology from the E. State team. My daughter didn't make it to the movies or to Texas Rode House for supper. They owe her for that.

Business

Response:

Here is the resolution on this one below & attached documentation. Let me know if you need anything else. Thanks [redacted]

[redacted] rented a car from 9/2/10 to 10/8/10. On 12/30/10 she charged back $473.42, which was the 2nd amount we had charged her. I’ve attached a copy of our dispute, the chargeback, invoice, charges, and finally a copy of the signed rental agreement.

Review: The Enterprise rental company we have been renting a car from for the past five months has been inconsistent with their billing and communication practices. We were supposed to be able to switch out cars every month, but every time we brought in the old car for a new month rental, they have stated that they did not have a another car for us to rent in the same price range, but had another one if I wanted to pay more for the difference. I did not want to upgrade my car, I wanted a different car in that class. On October 22 (two months into the contract), I brought the car in to be re-rented and to switch out the car to a new one. I called ahead and stated that I would be switching cars on that day. The agent at the office said "that would not be a problem" and I would "be able to get a new car on that day". When I brought the car in on that day, the agent stated I would have to keep the car that I had until they had another one because they did not have another one of that class there on that day (they stated that they would contact me by phone when another one was available, which they never did). So I kept that car until November 21 when I continued my month long car rental. So I had to keep the same car for three months. My husband and I have called the branch several times to see if another car was available and to clear up issues with charges on our credit card. The answers we have received are inconsistent, and we never receive return phone calls about incorrect billing issues, and correct rental dates. The other issues we have had with this company is that they charge us, then correct their mistakes later on. The charges are on a credit card, which accrues interest the moment they charge something to it. Placing a correction a month later does not detract the interest that has accrued during that time - it only corrects the initial charge. We were given a written statement in which we would pay $599.00/month rental, then receive $25.00 off the second month, $50.00 off the third month, and $75.00 off the fourth and any additional months. They did not charge our credit card this way. Instead, they charged us for the first two months (on October 22) for the full amount plus taxes. Then (after we called the corporate office to correct them on their mistake for the second month) they decided that the way they would correct their mistake was to charge us a lower rate (plus taxes) for any additional month charged (which would be an amount equal to the amount to correct their initial mistake). Every time we have brought the car in, they have taken additional days off of our contract - we were told the car was due back on December 20th, when it was actually due back on December 23rd per the 30 day contract. Our rental contract was written for 30 days/month (per the contract they have given us & verbal confirmation at the Green Bay office). We were then charged the full month rental amount, plus $78.97 for "unknown charges" per the representative that my husband spoke to on December 24th.Desired Settlement: The staff needs to be re-educated in the policies and the ability to communicate these policies with a customer. If they are unsure of a policy or charge, they need to ask someone who knows the policy then call the customer back with that information. If a company states they can switch out a car after renting it for a month, then have another car available to replace that car - especially when the customer calls ahead with a date & time to replace it. The branch manager needs to take responsibility for the errors in charges & not having cars available on a specified date. It is unprofessional to not return a call to a customer when the agent states that [redacted] will do so. Also, the charge for $78.97 needs to be taken off my credit card. If the company representative does not know why it's there, then it needs to be taken off my credit card otherwise it is a fraudulent charge.

Business

Response:

From: [redacted]

Review: On the weekend of August 16th-17th, I rent a car from Enterprise Rent-A-Car Company, located in [redacted]].

The charge for the car rental service was $76.51. In addition, I asked for a basic insurance car coverage (the basic insurance coverage was supposed to be offered at the price of $19.99 per day for a total of $39.98 + taxes in a two-day period). They told me not to worry about that because they would have billed my car insurance company for the insurance service payment.

Unfortunately, my car insurance company declined the payment of the car insurance coverage I asked for. However, the next day I got my credit card billed for a ridiculous extra amount of $119.03.

I called the company and I asked why they charged me for that amount and they said that was for a full insurance coverage 2-day period amount. I told them I never asked for a full coverage insurance, but only for a basic coverage; so the agent replied he would have had the store manager to called me back. He never called me back and after two days I had to call him back and he denied me any refund.

I believe I have been victim of a clear unfair practice and I would like to have the difference amount between full insurance coverage and basic insurance coverage (around $80) refunded to me.

Business

Response:

Since my last correspondence, [redacted] has left voicemails for the customer.

Has the customer reached out to you at all?

Thank you,

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 since they will give me a refund for the service I didn't ask for.

Review: On 9/11/2015 I rented a vehicle from Enterprise rent a car because my car needed repair at Uptown Ford. My extended warranty covered a rental and Uptown set me up at Enterprise down the road. On 9/22/15 Uptown informed me that my car was ready. I was told that I could leave my car at the dealership as they had an agreement with Enterprise (this was also told to me on 9/11/15 by [redacted] who I rented the car from). On 9/24/15 I received a phone call from [redacted] at Enterprise and she informed me that they just picked up the car and there was damage to the rear bumper like I had backed into something. I told [redacted] that I had left the keys with the cashier at Uptown (never got the woman's name) at roughly 530pm on 9/22/15 and that I wasn't sure why she was just now getting the car. She made mention that this often happens and that they have had problems with Uptown not informing them of rentals that were returned. I then said I had left the car in the front row, second spot off the entrance of the lot coming off of Mayfair Road towards the Service bay. She then said that's not where her employee had picked up the car and that Uptown was not allowed to move the car. She then said she would look into it and get back to me. I called her back on 9/25 and 9/26 before I actually got a hold of her on 9/28 to get an update as she did not return any phone calls. Of course she said Uptown is taking no responsibility and that she was sending this to the claims department. Never was I told I could come inspect the car or what was going on. Fast forward to 10/1/15, I received a letter in the mail stating there was damage and they were investigating. I made sure to inspect the vehicle before handing over the keys as I wanted to verify there wasn't anything that would come up. I never saw any damage and the fact that Uptown moved the vehicle makes it seem likely that the damage, if there is actual damage, would have occurred then.Desired Settlement: Desired outcome is for this matter to be dropped as we are not responsible for the damages caused after we had given the keys to the dealership. Our responsibility ended the minute they moved the vehicle from the drop off location when they are not allowed to do so. We were instructed to leave the keys with the dealership per the Enterprises instructions as well as Uptown Ford.

Business

Response:

Our Area Manager has indicated that we will not be pursuing this customer for damages. This case can be closed. Thank you.

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: On 5/20/15 I rented a car from Enterprise for a business trip and picked up at the Milwaukee Airport. We walked around the car in the parking garage, while the guy used his cell phone light to walk around and do the inspection.

On 5/21/15 I returned the car at 2:07 to Green Bay Airport and the inspection was OKAYED. The entire time I had the vehicle I was traveling with my boss. He was in the car with me. At 6:35pm that night I received a call from the rental car office and was told there was damage to the car that needs to be repaired. I asked for proof before doing ANYTHING. I let them know that there was absolutely no damage when I returned it and can they show me. They didn’t know the specifics, just that it had damage and I was told a manager will call me.

On 5/22/15, the next day I called asking for manager, but the manager not in. I was told again that I would be called back.

On 5/25/15 I called and left ANOTHER message! Finally I got a call back that night from a manager. Again I was asked for proof of damage as nothing has been sent to me. I reiterated that they should not fix the damage until I see some proof! They said the vehicle has already been sent to get repaired and if I am disputing it they will have to send it to their corporate Damage Recovery Unit. I told them 100% I am disputing this as I know for a fact that I did nothing that would cause any damage to the car, have yet to see any proof of damage and know there was NO damage when I returned the car. I asked the manager, could there have been damage to the car in the airport parking lot between 2:07 when I returned it and 6:30 that night? Could one of their employees caused the damage!?

On 7/15/15 I received a letter from Enterprise Rent-A-Car Damage Recovery Unit stating they acknowledge me contacting their office and they would look into it. 8/20/15 I received another letter stating “After further investigation and conversations with the rental location, we must continue to hold you contractually responsible for this loss in accordance to the terms and conditions of your rental agreement.”

On 8/20/15 I called Damage Recovery Unit, left message asking what kind of investigating they did. 8/21/15, I was called back from Damage Recovery Unit, and explained my WHOLE situation, disputing claim and that I have still NOT received ANY proof of damage three (3) months later. She finally emailed me pictures and invoice from repair shop.

9/3/15 I was sent to collection. I explained that I was disputing this claim and now going to the corporate office to do so. Two months go by with no contact from Enterprise or collections.

On 11/10/15 I made a Formal complaint filed with Enterprise Holdings on the Milwaukee and Green Bay rental locations.

On 1/26/16 I received a Collection letter stating balance is $1,440.38 but if I paid $1,152.30 it would be considered settled in full and my obligation to Enterprise Holdings, Inc will be considered satisfied.

On 2/10/16 I called Enterprise Holdings to follow up on my complaint and was told because my formal complaint was with Green Bay, and I rented from Milwaukee, it was lost and not followed up on! I explained to them that I would be calling my insurance company to pay for the claim as it is now hurting my personal credit, but that I still dispute it. I also let them know that I would be filing complaints with the Revdex.com and the Attorney General’s Office in Wisconsin. Insurance company requested from me to contact Enterprise to get copies of the Rental Agreement and Policy Language. I called both locations the same day and finally received calls back on 2/12/15 stating I need to contact the Damage Recovery Unit for those. I did that day.

2/18/16: Formal complaint with the Attorney General’s Office in WI. I also emailed Enterprise Damage Recovery Unit an left another message with them asking for that information. As of this time, I still have not seen anything.

The reason for this long explanation is that I know 100% that I caused no damage to that car. I had my boss with me as a witness that we caused no damage to the rental car. My personal belief is that while moving the vehicle at the airport, one of their employees backed into something and caused the damage and did not want to say anything. They thought it would be easier to put it on the person that rented the car. I know I didn’t do anything so I will fight this as long as I have to! I am having my insurance company pay the claim to keep my personal credit from being further harmed but have let them know that I will still fight this for them. I am losing nothing out of pocket for paying this claim. I personally am paying nothing for this. It is the principle that I KNOW for a FACT I didn’t do it and I want to take the time to bring this concern to others so other individuals don’t get stuck for this. If this has happened at this location before, maybe that is a Red Flag! Thank you for the time!Desired Settlement: I want them to refund the money and correct my credit!

Business

Response:

Our Area Manager has left a message for this customer and is waiting for a callback.

Consumer

Response:

Review: I am usually a pretty easy going person and have been a loyal customer to enterprise. In my previous history I have worked for Rent a Car company, so I understand the ins and outs of the rentals, waiver purchase etc. I really feel today I was swindled out of $500 because of a small 6 to 10 inch scratch on a vehicle that was covered in salt when I rented it out. Now the initial service was great. I think the lady did a great job with rental and in picking me up in Stoughton. But the vehicle when I picked it up, was covered in salt, and it smelled like smoke. Now since the temperature was 25 below 0. I just took that car. I did advise one of your employees of the smoke smell when I was given a courtesy call. But I was in Appleton and there was no need to return the vehicle.

Now today, the gentleman advised me of a 6 to 10 inch white scratch on the vehicle. I advised him that there was white salt on the vehicle when I picked it up. It could not have been that noticeable, plus walking around a car in 25 below weather things can be missed. Now if it was a noticeable dent or huge scratch I would own up to it. But it wasn’t. He proceeded to explain that it either I did it or someone else did it without my knowledge. But I continued to ask, if the vehicle was covered with salt how is a white scratch noticeable. My suspicious is I was charged $500(my deductible) for reasoning unbecoming an ethical business. Now I can pay the $500 and I did. But understand, I have 2 kids and that is a good amount of money for a family of 4. Now I signed the contract, so I am liable. But I feel that they are liable for the ethics. How do you rent out a salt covered vehicle that smells like smoke? I know Enterprise runs a good operation, they have friendly and good people working for them. But I hope they understand that ethics are important and customer service matter

Thanks for ListeningDesired Settlement: My $500 back on my deductible.

Business

Response:

From: [redacted]

Sent: Wednesday, February 05, 2014 5:04 PM

To: [redacted]