Enterprise Rent-A-Car Company, Inc.

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: Hello -On Wednesday, February 12th I rented a car from Enterprise because my car was being repaired. I was charged $205.19. On Thursday, I called Enterprise to get pricing because our mechanic stated it may take longer to repair than just one day. So I call Enterprise to get pricing to keep it for an extra day. I spoke with [redacted] and she stated it would be another $55.00, I said OK. She did not in that conversation that she was charging my card again. Later that evening I was pricing rental cars online and on their website it stated for 4 days the price would be around $110 so I called back and spoke with another rep telling her what I found on their website and asked if the pricing was correct. She agreed and stated it would be a smarted deal because what I was paying for, for 2 days would be the same for 4 days because of their weekly rate. She told me to have the car back by 12 pm on Saturday. I said OK, again she did not mention my card being charged again! Later that evening I got an email from my credit union stating my account was in the negative. At this time my CU was closed, I had no choice but to cancel my debit card because of the unauthorized charges on my account. I have rented with them numerous of times in the past and was charged for any extra days when I returned the car. Also, this would not be an issue if they would of told me they were charging my card! Which I would not of agreed to this obviously because I did not have the funds in that account! ( I still do not have the money back in my account) I had to miss a day work to return the car ( since I was not keeping it until Saturday anymore), call my CU and ask them to waive fees because of this issue and get a new debit card mailed. This is the worst experience ever and up until this point they were my 1st choice when it came to renting cars for our family vacations.Desired Settlement: My desired outcome would be to be credited for the rental car that I had for 2 days. I would also like 2 FREE weeks of a rental vehicle for when I go on my family vacation out of state.

Business

Response:

From: [redacted]

Review: We rented a car from Enterprise at the Milwaukee airport on Dec. 17,

2014, found it had a slow leak in the right front tire and had that

refilled several times, and finally as we approached New Year and

nothing would be open, called Enterprise to either come and replace the

faulty tire or trade out the car for another. We stayed at my home in [redacted]. for the holidays.

Finally I found a human being who actually answered the phone on New

Year’s Eve day and drove to the nearest Enterprise, 5623 N. Green Bay

Avenue, Glendale, WI 53209. They were gracious, checked over the car I

brought in, noted that the right front tire had a slow leak, and traded

it for a Camry, which we used until we left Milwaukee on Jan. 7, 2015.

We returned the Camry to the airport Enterprise establishment. They

checked it over. Both cars were in perfect shape when I got them and

when I turned them in.

Last week we got a phone call from Enterprise in another state trying to

get us to give them our insurance information for DAMAGE TO THE CAR.

They didn’t specify which car, and there was no damage to either, in any

case.Desired Settlement: We feel we are being shaken down, by Enterprise, and that they are

fraudulently trying to get money from our insurance company for

imaginary damage. This is extortion. We want to file a complaint. Can

you email me the form so I can file it, please? We will sue Enterprise

if they do not stop this extortion attempt

Business

Response:

Hello,

Please see follow-up from the manager that handled the vehicle locally:

Hello! Reagan international did the claim for the wrong vehicle. They did the claim on 1/2 and not when the car actually returned on 1/7 to MKE. There are notes for this customer about switchouts at Glendale, so she was in MKE area. I already reached out to [redacted] and he is reaching out to the Loss Control Manager in NY

Review: I rented a car July 20, 2015. While driving, a stone hit the windshield, causing a nickle to quarter size crack, near the rear view mirror.

Upon returning the vehicle, I was charged $250 on my CC, instead of my insurance company paying for it. I have a complete glass package on my insurance, with a zero dollar deductible. Furthermore, since I paid for the car rental through my CC, I was also covered through their insurance, of whom I filed my claim.

Now, Sept 21, Enterprise has YET to provide all the documentation to my credit card company for review, though it has been requested time and time again. Enterprise has proven incompetent in resolving this matter, and I have yet to receive my refund of the damage costs, which I should not have been charged (What's the point of having insurance if I'm still paying out of pocket????)Furthermore, a quarter sized crack doesnt cost $250 dollars to fix, unless they were filling the crack with gold. I just want the matter resolved, and it should not have taken 60+ days to do it.Desired Settlement: I want this 2-month old matter resolved, and I want my money back that was wrongfully charged to my credit card.

Business

Response:

Mr. [redacted] has been refunded. In addition, our Area Manager, [redacted], left a message apologizing for the situation and also wanting to confirm that Mr. [redacted] has seen the refund. [redacted] also asked what we could do to make it up to the customer. We have not yet heard back from the customer.[redacted]

A sales associate,promised us the active/manufacturers warranty of the vehicle is 5 years or 60k miles from the original purchase date(4/4/2013). We talked several times on the phone about the 5 year warranty of the vehicle. I specifically reiterated to the sales associate the 5 year warranty of the vehicle and she always responded with a "Yes" answer. So, we do hope our conversation is recorded for quality training purposes (to prove my case as well). In addition to our phone conversation, the sales associate verbally said to us (fiancee) in person (1/18/2014) that the warranty of the vehicle is 5 years or 60k bumper to bumper. We also hope Enterprise have videos set up to record client conversations for quality training purposes(to prove, again, that we are telling the truth about our complain). However, when we went home and read the warranty manual - it stated the bumper to bumper (manufacturers) warranty is 4 years not 5. We also called the car company (Infiniti/Nissan) to verify the manufacturers warranty. The car company associate confirmed the original bumper to bumper warranty of the car is 4 years.

Product_Or_Service: Car (Infiniti)

Order_Number: N/A

Account_Number: N/A

Location Involved: Enterprise Car Sales Milwaukee