Enterprise Rent-A-Car Company of Sacramento

Review: I rented a car last Friday. I reserved it through Wednesday. I advised the "manager' who checked me in that I would most likely return the car a day or two before that - since I was coming back into town on Monday evening. She then tried to FORCE me to add on insurance stating that it was required. I declined and said I would contact my insurance company for the additional coverage she was requiring (illegally). Which I did. And am paying for. She got me in the vehicle and off I went. The vehicle was fine for the trip - no complaints there. But when I came back into town to return it after literally 12 hours + on the road - they were CLOSED. On one of the most popular travel holidays of the year. Unexpected, but ok. I looked for their after hours drop box. THEY DO NOT HAVE ONE. Due to "security" reasons this location apparently no longer offers that service (the service you pay for - conveniently being able to return a vehicle). I live 1.5 hours away. I had to drive an extra 1.5 hours in RUSH HOUR TRAFFIC after waking up 1.5 early after a long travel weekend to return THE KEY. Even worse, when I called to express my frustration, the lady wouldn't listen and laughed at me. She said I should have "known" that other locations were open. And that they were never meant to be an Enterprise Rent a Car - they were an off shoot or something. Somehow, psychically, I should have known their whole history and their other locations and which were and were not open. At the LEAST they could have warned me (since I DID say I may bring it back monday) or POST A SIGN stating XYZ location is open during the holiday for drop off, sorry for the inconvenience.Desired Settlement: Reversal of all charges. They cost me 1.5 hours wear and tear on my car in rush hour traffic, gas, inconvenience and loss of sleep after a LONG weekend of DRIVING to have to drive AGAIN and 1 hour missed work to bring them their key. It cost me FAR more than the car rental cost. In addition to the $40 for the unnecessary coverage I was bullied into getting.

Business

Response:

Tell us why here... Since receiving the notification from the Revdex.com I have left a couple of messages for the customer and have not received a call back. I am the Area Manager for this location and helped [redacted], the statement that I tried to FORCE her to add on insurance is false. As with every customer I offered the products we have available but in no way did I say it was required. I also do not recall her stating that she would potentially return early, had she done so I would have given her return location options. For the inconvenience of [redacted] making a return trip to return to the branch to return the keys the branch gave her a credit for one day of rental and only charged her for two.

Review: I rented a car from enterprise location [redacted] on 3/26/16 and told them I will return the car to the Sacramento airport location by 7am of 3/28/16 . I have no issues with the Manteca enterprise branch besides them not informing me of having an easy pass. I returned the truck to the Sacramento airport enterprise at roughly 4:30am. They were not open at this time so I dropped the keys in the drop box. I looked at my credit card statement 2 weeks later to see I was charged an extra day rental and insurance. Since this discovery I have called Manteca enterprise once and the Sacramento airport enterprise 4 times. Each time not being able to get to speak with a manger because they were "busy". Each phone call I made I spoke so someone different all assuring me I would be refunded and that I would recieve a call back. This NEVER happend. At all. I spoke with [redacted] and Mary and 2 others. Still never being able to reach a manager. EVER. I also payed over $11 in tolls cash just to be charged again on my credit card for the same toll I paid for. I was never told I had an easy pass or anything about tolls(this would be a sales issue with the Manteca branch) Im beyond the point of being patient after being blown off countless times. this needs to get resolved ASAP. The unprofessional approach that enterprise has taken will never be forgotten. I WILL follow up on this relentlessly until this is taken care of.

Rental agreement # [redacted]Desired Settlement: At minimum , refund of a days rental and insurance as well as the $11 of tolls I paid twice for

Business

Response:

Tell us why here...We confirmed that he did in fact return 3/28 at 6am and the Sacramento airport closed it out wrong. We refunded him $283 for 2 days of rental, 2 days full coverage, and the $11 toll fee he references. We talked to him yesterday and apologized that it took him so long to actually get a hold of someone. We followed up with the branch as well that we must take better messages and get concerns to management in a timely manner. Last, we left the customer a message that the $283 will be refunded today but that it does take a few business days to actually show up and to expect the refund next Monday or Tuesday

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

Review: That was the worst experience with any rental car company I have so far. My girl friend's father made a car reservation with Alamo months ago for a road trip, we got Alamo SMF to pick up the car on Jun 10, 2016, I went to the front desk to talk to one of their employee about the reservation. Everything was OK until one of their female employee steps in for "help". My girl friend's father is a Chinese citizen and he has a Chinese driver license with all the proper documents required by Alamo. The female employee started to accuse the quality of the image on one of the documents is bad, she said "That is a crap copy", and then I could see that she lost patience and started to treat us like st. We were told we can have a [redacted] Rav4 by the first employee but she told us we will have chev equinox, I asked where is the Rav4, she said there was no rev4 and you can only have chev equinox so take it or leave it. Later I figured it out why she would not give us the rav4, because someone just returned a chev equinox so she wouldn't bother to give us another car, the chev equinox is unwashed so it is very dirty inside, the car only have half tank of gas, but you have to return the car with full tank. The worst part is that the female employee did not like questions at all, when I asked her if we can get a rev4 instead, she pointed at my girl friend's father and said "he is the one who rent the car (she means your name is not even on the list so stop asking question and fk off). Come on bh, I here to make your day easier because my girl friend's father cannot even speak English.Desired Settlement: I want a sincere apology!

I also want some billing adjustment!

No business should treat customer like what Alamo did to us!

Business

Response:

The customer is from China and his daughter who lives in Davis, CA wanted to pay for the rental. The daughter was 23. I explained to her that if she wanted to pay for the rental we would have to make her a primary driver & there would be an underage fee of $25/day. At that point the daughter’s boyfriend stepped in & said she’s not driving the car & the father’s credit card was not going through. I explained the policy again & said, I can try running the credit card but if it doesn’t go through than the only option is to make the daughter the primary renter but the underage fee would apply. We ran the card again and it did go through. The boyfriend became agitated and began using profanities. I then asked if the customer had an international driver license. The daughter handed me the required print out from the Alamo’s website. The printout was correct but the picture on the printout was of bad quality. The boyfriend said “what’s the problem now?” I told him the quality of the picture is bad & it is important that the picture on the paperwork match the actual driver license. I never once said, “That is a crap copy”. I started to process the rental, speaking to the daughter as her father does not speak English. The boyfriend continued to step in and had a hostile disposition. We brought up a [redacted] Equinox. Neither the customer nor his daughter had a problem w/ the vehicle, but boyfriend said, “No, we booked a RAV4.” I explained that he booked a midsize SUV & we do not promise a particular car just the car class & if he wanted a RAV4, there will be a wait. The boyfriend became irate at this point and began yelling. At that point, I told him he is not the renter & I will stop all communication w/ him. After the car was brought back with a full tank of gas, the boyfriend, who is not an authorized driver, drove off in the vehicle. That action alone is reason enough for us to demand the rental be returned. Both the customer & his daughter understood everything I explained to them. The boyfriend questioned everything and responded “that’s [redacted].” I was fully aware the customer did speak English & I even understood why the daughter would be upset that she could not pay for the rental if she was not the driver. We would be more than happy to discuss this situation with the renter’s daughter. We will get in touch with her directly.

Review: I rented a Jeep Compass SUV and during my walk around vehicle I was not careful enough to pick out two very small concave impressions in vehicle. One was on the drivers side front wheel well cover, the other at the crease in the passenger door where the door closes. I did not cause these dents I never even opened the passenger door I only used the driver door and hatch to load a box. When I returned SUV the next day [redacted] walked right up to the car with a dent scale in hand and went straight to where these small impressions were. In less than 5 seconds he wanted to accuse me of causing these dents. I told [redacted] I didn't even open passenger door no one ever road in the car only me driver. I felt like I was ensnared in a spider web because at the initial vehicle inspection [redacted] and I did a quick walk around and I could not see these small dents. Upon return [redacted] was already prepared because he walked right up to the car and said " there is a dent here..." and quickly walked to other side of car and said " there is also a dent right here..." I asked [redacted] to show me the vehicle inspections from the last renters and he refused to show me the documents. Rather he said "corporate keeps all the papers I don't have anything to show you." I feel like I was taken advantage of and I don't want this to happen to someone else, Enterprise rent-a-car in Manteca, Ca is crooked, they know it and now I know it.Desired Settlement: I will not be held responsible for the false accusations about causing these concave dents in rented SUV.

Business

Response:

We have contacted the customer and they aware that they will not be responsible for the damages. We explained the reason we were calling, and thanked them for there business. The customer is fine, and is well aware that the damages have been waived. I also just looked at the date of the complaint which was from the 10th and we just received it. Regardless the customer is fine. I will send out a note to the DRU to not pursue, just to cover our bases.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: I had a pre-approved auto loan with the [redacted], however, the sales person did not want to wait for the [redacted]'s approval (Even though I had a pre-approval letter from the [redacted]) and against my wishes he went ahead and ran credit with non-approval of customer for other lenders. I talked to my [redacted] Rep. and he advised that I need to seek reversal approval by the CEO of Enterprise, as the credit checks done with out my approval by the sales representative has now lowered my credit score 52 points.Desired Settlement: Seeking credit score to be brought back to original 695 score before.

Business

Response:

We definite** on** sent the loan to [redacted] the day (Feb 7th) and week of the sale as requested so she is mistaken or confused by stating that the sales person did not wait for the G1 approval, we had the approval immediate**. Our CUDL records on** show [redacted] that week. On 2/24 we received a Fund Delay from [redacted] which stated that they were unable to fund this loan because she had a “temporary” license, not an “interim” license. [redacted] called the customer that day and she explained that she was app**ing for a commercial license so they would not give her an “interim” license. [redacted] recommended she go into a G1 branch and ask for an exception and that he would reach out to his contact at G1 and do the same. [redacted] would not grant an exception to the customer or to [redacted]. The customer called back in to [redacted] to explain this. [redacted] recommended that she go back to DMV and get an standard interim license which she said she would. On 3/3 [redacted] called [redacted] to tell him they were sending the deal back to us and could not go forward with the funding because of the driver’s license issue. [redacted] made the call at that time on 3/3 to submit the customer’s application to a few of our lenders that do not require proof of interim license. This is common practice when a loan runs into problems with funding. When the customer signs a standard credit application, they give us written permission to do this exact thing.On 3/4 [redacted] called [redacted] and talked them into keeping the documents for 1 more day. The customer was able to produce an interim driver’s license that day and [redacted] sent it in to [redacted]. He also updated [redacted] at **.On 3/10 [redacted] funded the loan after a couple days of final review.Here are the notes from the CUDL software showing dates and [redacted]’s notes from [redacted] stating unable to fund with temporary license.2/24/2015 11:50 AM PT Lender -- [redacted] Credit Union Comment from **, [redacted] Fund Delay FundDelay Waiting on applicant to get interin license, unable to fund with Temporary license. Thank you [redacted]2/26/2015 9:59 AM PT Lender -- [redacted] Credit Union Comment from **, [redacted] return to dealership per request3/4/2015 4:58 PM PT Lender -- [redacted] Credit Union Comment from **, [redacted] dealer is sending deal back to golden1 applicant has interim licenseI can provide more detail as needed. Here is a link to a FAQ posted from [redacted] credit bureau that clear** states that a dealer sending a loan application to multiple lenders does not affect ones score:[redacted]

Review: My vehicle was hit 8/8/14, the other party took responsibility and their insurance provided me with a rental car I recieved 8/11/14 delivered to me from enterprise to the auto body shop. I returned the rental on 8/13/14 to the auto body shop where it had been delivered to me on 8/11/14, and I was instructed to return it there as well, and nobody from enterprise was there to recieve it from me at 5:00 pm. An hour and a half later at 6:34pm I recieved a phone call from enterprise saying I had damaged their vehicle, which is absolutely not true. The next day 8/14/14 I tried to go to enterprise to see the vehicle and obtain photos at 7:30 am and they said they had already shipped the vehicle to their auto body shop in Sacramento,CA and I wouldn't be able to get any information or photos until 5-7 business days. How is it they can try and pin the damages on me when there was nobody there to recieve the vehicle from me, nobody did an inspection with me saying there had been damage done, I signed no paperwork returning the vehicle, how do I know they didn't damage the vehicle when they drove it back to their lot and now they are pinning this on me. I understand I signed their waiver, however I returned the vehicle in the same condition I recieved it. The girl who did the walk around on 8/11/14 upon recieving the rental truck didn't climb up on the hood of the 4x4 truck to inspect it, the damage could have been there prior to me recieving it, or it could have been overlooked/missed. Bottom line I did not do any damage to the vehicle, and now enterprise is saying I cannot have any pictures or information for 5-7 business days and they're assistant manager [redacted] is being so unprofessional towards me, I am the victim being blamed for something I did not do, and how can they say I did it when nobody was there to get the truck from me when I had first arrived at the auto body shop.Desired Settlement: I want this resolved in a professional manner, and not be held responsible, nor charged for the damages I did not commit.

Business

Response:

Good Afternoon. Our area manager reached out to the customer and his comments are below. Please advise if you need anything further from us. Thank you.

I spoke to Mr. [redacted] last Thursday regarding this issue. He was a [redacted] customer who we delivered a vehicle to at the shop. When he was done he left the vehicle at the shop and when we picked it up from the shop we noticed dents on the hood. We picked up the vehicle about 15 minutes after he dropped it there and we called him with in the hour to talk to him regarding the change of condition of the vehicle. He was adamant that it occurred after he dropped the vehicle and that it was our fault for not having an Enterprise representative at the shop to check in the vehicle.

I explained to him the research process that we do to make sure that it was not missed damage and that I would be getting back to him on Tuesday, 8-19, after I researched the previous tickets and got the photos of the damage from the shop. I researched all and saw that no damage was marked on the previous rentals, but from the pictures it was hard to even see the damage. I let him know that we would not be pursuing him for the damages but thanked him for his patience to allow me to research the damage. He was grateful for me getting back to him and for Enterprise dropping the claim.

Review: I recently rented a car from Enterprise Rent a Car from 6/19/2014-6/24/2014, for a road trip for myself and 6 family/friends. I was issued a black, 2013 Ford Exployer. Long story short. I filled up in West Sacramento at Chevron on Jefferson and got on the highway towards Bakersfield CA. Upon arriving to Bakersfield CA, it was time to fill up. I stopped at a Shell gas station, initally I pay $30.00 with my debit card and I had $60.00 cash,since gas was split 7 ways. After the first transaction ended, I went inside the store to put $60.00 on the same pump. Once I started the pump on $1.72 of the $60.00 went into the tank, before my sister started shouting "stop the pump the gas is leaking out the bottom of the car". The gas tank had busted, thank God we were not on the road while this happened.I Immediately stopped the pump and called Enterprise Roadside Assistance. We were stranded in Bakersfield for 3 hours before getting a replacement vehicle from National Rent a Car. The replacement vehicle was so small, we were literally sitting on our luggage, Enterprise told us they could not do any better getting a more suitable vehicle in that area. We called several Enterprise locations along the way and was unsucessful in getting a bigger vehicle.I called and spoke to the office manager at the West Sacramento location to inform him that Ford had an open recall on this model car. I was in shock and utter disbelief with his response. "the recall is not for this car, this car has been repaired".Enterprise and it's employees were aware that they were renting out a car to an unsuspected customer, that is known to them to have or have had a defect.To add insult to injury I was accused by the office manager that I caused the damage to the car and the gas tank. I am livid at the disregard expressed by the staff at the West Sacramento Enterprise office, and also at Enterprise's moral and ethics policy that allow them they rent out vehicles with active recalls, as major as the gas tank.Desired Settlement: I would like a full refund for my rental period, compensation for waisted time and stress for each passenger. And I would like an apology from Enterprise.

Business

Response:

We have been in discussions with the customer and let her know that there was not an unrepaired recall on the vehicle she rented. The only recall was from September 2013, which our vehicle repair department confirmed the repair of the recall was for child safety locks and replacing the fuel delivery module. At that time the tank was lowered down and the fuel pump was replaced. This assembly is located inside the tank, and the tank was accessed from the top. The recall repair was performed in September of last year and is unrelated to the current damaged to the underside of the tank. The repair shop stated that there is no way the vehicle could have made it to Bakersfield with this type of damage.

We have sent her the picture and information on the recall because she is still stating that she didn’t run over anything. I explained that she may not remember or even noticed that something flicked up and caused this damage.

Review: I was told that I would not be charged for Sunday the 26th of January or Monday the 27th of January as I had a family emergency and had to return to NC. [redacted] from Enterprise told my fiance that they would not pick up the car but that tjey would not charge me for those two days. They have now charged me, a manager will not call me, they are doing nothing to try to fix the problem. I keep being told the manager will contact me and a week later and still nothing.I expect them to stand by the word of their employee [redacted] and not charge me for two days.Desired Settlement: I would like the 2 extra days they charges as well as the tax on that amount

Business

Response:

Good morning, I received your email with the customer concern, but I'm not certain this belongs to our group. Can you tell me what city the car was rented in as I was not able to locate them in our system.

Thank you,

Business

Response:

Hello - This concern was addressed and responded to last month. I have included the comments and resolution from my area manager. Please advise is this is not sufficient. Thank you!

I spoke with the customer and listened to her concerns. She stated that she was happy with the customer service that she received at the beginning of the rental, but was upset about what happened afterwards. The customer had a personal emergency and had to leave to car at her house. She called the 800 number who stated that we would be able to pick up the car on Monday. My office was unable to pick up the car on Monday and so the vehicle was later returned several days later. I apologized for the confusion and let her know that I will be stopping charges as of Saturday night. Customer is very happy and thanked me for my help.

Review: We booked a flight and car rental package. The package included a car rental with Alamo/Enterprise. I was surprised to hear that we where denied the car rental at the last possible moment during our travels. I was asked to go speak to a representative at the Enterprise section so I did. I spoke with a rep who asked for my information. I gave her my license, address, and phone number. She asked if I recognize a address which I told her I did not. She then asked my phone number and said that it matches. I asked if I could see it to confirm and she declined my request. I then asked for a print out. She said she could not do that either. I then asked what could be done and with a very rude demeanor, she said there was nothing that can be done there and that I would need to call into customer service the beginning of next week. It was extremely upsetting dealing with this issue, and a very bad start to a much needed vacation.Desired Settlement: I had previously been a victim of Identity theft and based on the information given from the representative, this is still the aftermath of those prior situations. I would like the account cleared.

Business

Response:

We have been in contact with this customer and we are researching the issue. Because we found an older ticket with his information we need to research this further. We hope to have a resolution by the end of this week. Thank you,[redacted]

Review: Enterprise claims that my concerns are there until it comes t money. I have my work and personnel truck at the dealer ship for warranty work and the dealer is picking up the cost. I have been told by [redacted] the Assistant manager that I need the extended insurance at a cost of $15/day so that I need not to worry about any claims incase something happens to the vehicle. This would cover 100% of the vehicle. I agree as I have to drive 45 miles one to work each day and use this vehicle on my work site. (what choice do I have at this point)I was hope full that this would only be a day or two but it has gone on for 13 days and [redacted] called and wants to charge my card again which I think that I need to do. I then call the dealership and ask them for help on this matter and the service guys says to me I just got scam they should have told you to use your own insurance! I call my insurance and Progressive gives me the details and yes the do up to no road side assistance. So I have been paying for insurance twice. I then go to the enterprise office and I confront [redacted] in the Scam and tells me in his training voice how I misunderstood and that he offered it In a way that It would only alleviate claims if I did not use my own insurance! This is not what he told me and I want it cancelled now, he said he was sorry but could not help me and did a walk around on the vehicle and had me sign off. Very Poor customer service and a Scam at best for their interest not the consumer as if they could not be more up front and allow the consumer to digest the right decision when in a time of need. I am sure they are trained to speak this way to lead the consumer away from reading the details!Desired Settlement: I want a full refund of the money that I have paid for, on extra insurance and I want them to be more honest with their customers when in a time of need. There is a lot of PSI giving up your vehicle and renting another one especially when I am paying for it!

Business

Response:

We have contacted the customer and have agreed to refund the amount disputed.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: Rental agreement #[redacted] REF# [redacted]: Date out 11/16/2013 9:04AM RETURN DATE 03/21/2014 7:43AM; On returning the car I had an outstanding balance of $166.60. On 04/02/2014 I personally walked in the payment in the form of an money order (which Enterprise shows as check payment). On May 29, 2014 I received an letter from [redacted] & [redacted] Collection Agency requiring payment. I called and spoke with [redacted] at [redacted] & [redacted] Collection Agency. I then call and spoke with [redacted] at the rental location about the issue. He call and spoke to his Accounting Department letting them know he personally accepted the outstanding balance from me in the from of money order. On today 06/02/2014 I called and spoke with [redacted] in the accounting department and he telling me he doesn't seem to see any notes of payment. I do have a photo copy of the money order and a copy of payment receipt.Desired Settlement: I would like a letter from [redacted] telling me that this payment has been accepted and also a letter from [redacted] & [redacted] Collection Agency stating it was taken care of and not reflecting on my credit report.

Business

Response:

The customer is correct in her statement. She did pay $166.60 via money order on 4/2/2014 for rental agreement [redacted]. Customer will be removed from the collection agency for the amount of $166.60. Please advise if you need anything further from us.

Thank you,

Consumer

Response:

I file a complaint against Enterprise Rent A Car, that you looked into and was showed to be corrected. I never received a letter from Enterprise Rent A Car, but I did received an phone call saying they checked their records and the billed had been paid. However Enterprise Rent A Car has put a negative collection, on on credit report saying I owe them $172.00. Says collection is 03/14 with all three credit bureaus.

Review: I Rented a car through this location after an accident through my insurance. I requested a compact car similar to my current car an Accord. When I got there we took care of the paperwork and the net rate was about $26 per day. They then told me that all they had available was an suv..although we walked passed a sonata that was being washed. I asked about my rate made sure it would still be at $26 per day and went on my way. Now my insurance policy pays $50 a day for a rental car and pays me the difference of what I don't use. I had the car for 12 days I drive a lot for work so my gas expenses doubled. when I dropped off the car I verified the price per day once again and was told it would be at the price on my contract. roughly $312.. Great I'll get a check for $288ish. 50*12=600. I received a check for $1.25. They changed my daily rate to make sure to use all of the $600. Does not get more crooked than that.Desired Settlement: I'd like the difference of my contracted agreement and the $598.75 that was actually charged.

Business

Response:

This complaint has been resolved between Enterprise Holdings and the customer. The customer is satisfied with the response and outcome that we provided. If there are further questions or inquries please let us know.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: I was involved in a vehicle collision the insurance for the at fault party reserved a vehicle through [redacted] I was contacted and picked up the vehicle. [redacted] told me to provide them a credit card only to be used for a $50 deposit and would never be charged at all I had the vehicle for several weeks. I returned it on my own, I was contacted 4 days after I returned the vehicle and informed by [redacted] that due to a miscommunication between [redacted] and [redacted] the other partys insurance co. was only going to pay for 3 days and no more, and that I would be responsible for the rest because they made a mistake. I informed them that at no time did I ever agree to pay and that that they should take it up with [redacted] because I made no financial agreement and also was told that I was not responsible for their miscommunication or lack there of. A week later they illegally charged my credit card over $1000 . I am disputing the charges with my credit card company.Desired Settlement: Enterprise needs to contact my credit card company and remove the charges.

Business

Response:

Enterprise Rent A Car has determined that the customer is responsible for the charges. We spoke to the insurance adjuster who confirmed that he had conversations with both the renter and the renter's daughter at the beginning of the rental to let them know that the insurance company would cover only 3 days due to policy limits. At that time the adjuster advised the renter to file a claim with [redacted] Insurance because of the policy issue. The adjuster followed up with [redacted] on 10/12 and discovered that the renter had not filed a claim. We discovered later that the renter did not have rental coverage on his own policy which may be why that never happened. Due to the fact that the customer was made aware of that by his adjuster, we will not be issuing a refund. The customer refused to reach out to the insurance company to help me with this matter and the adjuster was very sure the customer was aware of the coverage limits.

Review: On 2/09/15 made reservation for a vehicle to pick up on 02/13 and return on 02/14. Gave Enterprise ALL MY INFO, including name, address, phone number and confirmed that I had a Visa card. When walking in the door to pick up said vehicle at the appointed time (12 noon, according to Enterprise), were informed there had been some kind of clerical error (?) and that I would have to get it cleared up with corporate office ON MY OWN. (They stated someone else had apparently used my phone number to rent a car and that they could no longer rent to me until this was cleared up.) I tried to do as they suggested, contacting various other Enterprise management, but no one ever returned my call, EVER. The event we had planned for this weekend was totally ruined, after having taken time off work (vacation time) that I will now have to build up again over the next 4-6 months. We had purchased tickets to an event, as well, which we were not able to get refunded.Desired Settlement: The cost of the event tickets was $50.00, plus the 48-hour shift I had to take off (with pay from my vacation acct), that I wasn't able to use for this event and now have to work 4-6 more months before I get that time off again ($1,231.20 - this is for a 48-hour shift as a firefighter for Aerojet Rocketdyne in Rancho Cordova, CA).

Business

Response:

Mr. [redacted] was contacted by our area manager and discussed the situation at the branch. The matter has been resolved and we will be providing Mr. [redacted] with a rental for future use. Please advise if you need additional information.Thank you,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: To whom it may concern,

On Dec. 18th, 2014 I rented a vehicle, contract number.[redacted]from enterprise rent a car at the Sacramento Airport. During the transaction I was offered insurance to protect the rental. I declined the insurance because I had my own [redacted]. Sales Representative was very stern and persuasive that by purchasing their insurance it will relieve me of any out of pocket expense regardless what happens or who's at fault (theft, stolen, damage, anything to the total value of the vehicle). On Dec 19th, I try adding additional drivers. The Elk Grove Location Representative stated the airport and offsite system is different in the system so cannot input additional drivers electronically. He manually added the additional driver with his employee ID on contract.

On Jan 2nd, 2015 the vehicle was reported damage and impounded due to an unauthorized driver driving the vehicle. I contact enterprise to report the contract has a manual additional driver that was not listed in their system. I encountered a lot of inconvenient making calls just for enterprise to allow me to pick-up my possession after It was taken out from the vehicle and moved to another location. I contacted Enterprise DRU (Direct Recovery Unit) to get an update status of the damage and repair costs. Enterprise stated claim is under investigation. On Jan 5th, I follow up on my claim to ensure if I was being being billed for the damages. Recovery specialist [redacted] said I will not be bill for anything except rental and low charges because I purchased their insurance. I called back on Jan 7th to check in with my claim. Specialist [redacted] stated enterprise will not charge me even though the vehicle was damage by unauthorized driver because I have their insurance waiver. Mid January I received a few calls from Enterprise insurance company to get a claim report of the incident. I directed her to the police report and disclosed that I do not know the unauthorized party driving the vehicle. Jan 26th, I called the DRU and spoke to a specialist manager Amber and was advised enterprise insurance just want a claim for their record. Being that I covered the rental car, I am relieved from all out of pocket expense. Feb. 15th I received an invoice from Enterprise regarding the estimate repair cost. I try emailing their DRU, no replies. I called Mar. 2nd, Specialist Michael stated there is no record from billing information that why enterprise has not bill me. I am fully covered with the insurance that I purchase at the time of rental. Mar 16th I finally received an email from specialist [redacted] stating my insurance was voided and improperly set to the wrong column to be covered. I try emailing and contacting [redacted] for clarification. I finally submitted a complaint letter to be contact by upper management before escalating the matter. Mar 17th a specialist Manager contacted me to advise that Enterprise will move forward to billing me with all the charges.Desired Settlement: For a solution U would will enterprise not bill me after all the miss information. I feel that a company with integrity would not push their customer to buying a product that means one thing but disclosing another. Also, it's unprofessional to tell a customer they are covered and to bill them.

Business

Response:

Enterprise Rent-A-Car has researched Mr. [redacted]'s claim. Mr. [redacted] rented a vehicle from Enterprise Rent-A-Car at the Sacramento Airport. At the time of the rental he purchased our Damage Waiver. Damage Waiver is void if the vehicle is damaged while operated by an unauthorized driver. Subsequent to the rental, Mr. [redacted] went to our Elk Grove, CA rental location and added Mr. [redacted] onto the rental agreement as an additional authorized driver. Mr. [redacted] called us to let us know that the vehicle had been impounded after an accident. He informed us that it was taken by his cousin, who was not authorized to operate the vehicle. Upon receipt of the police report, it was confirmed that the driver was a Mr. Jaron Malik [redacted]. Mr. [redacted] was not authorized to operate our vehicle, therefore the Damage Waiver is void and Mr. [redacted] is responsible for the damages to the rental vehicle.

Consumer

Response:

In my previous complaint letter I did stated the vehicle was driven by an unauthorized driver. I am not disputing that factor of the claim. My concern is Enterprise DRU department (Direct recovery unit) already had all the necessary information along with the police report. They even had their insurance company investigate the claim. Being all that of the information was at hand, during my follow ups their DRU specialist still stated I was not at fault and will not be responsible for paying any charges. Even up to today's date. Enterprise has not sent me a payment invoice.Two questionable concerns that I have are how knowledgeable are their specialists in understanding their own insurance policy. Since Enterprise will not honor the audio conversations. The other concern is the sales tactic use to manipulate customers to purchase their insurance to gain sales. During my rental transaction the sales representative disclaimed to me "by purchasing Enterprise insurance it will relieve me of any out of pocket expense regardless what happens or who's at fault (theft, stolen, damage, anything to the total value of the vehicle." This means, regardless what happens to the rental car it should be cover. What could have made the situation more professional is disclosing a disclosure of what may or may not violate the terms and condition of the insurance.Thank you,[redacted]

Review: I rented a car from the Sacramento Airport location in October for 30 days, ending in Nov. When I picked up my rental,I thought I had a rewards account on file for the rental. Upon return of my rental, I noticed my receipt did not have a rewards account documented. I contacted the rental location to no avail. I contacted customer service and was advised my rewards account was not on file and although they had my address from 8 yrs ago on file, there was never a rewards account established and I would need to open a new one and the previous earned points would be transferred because of the rental occurring within the past 30 days. I proceeded to open account and rent another vehicle the next weekend. Upon looking at the account today 12/23rd the account points from my 30 day rental had not been added to the account. I contacted [redacted] (id#[redacted])with customer service, to look up the information from my previous rental. [redacted] asked the location of rental, I advised Sacramento California Airport. [redacted] then advised she could not look up my rental unless I had the rental agreement number. I advised [redacted] that I didn't have the rental agreement number, if I gave her my drivers license number could she retrieve the information, she said no. I was baffled as to why she couldn't locate the rental information, I proceeded to go online and use my DL number to retrieve the rental agreement information. Once I provided the information to [redacted] (Id#[redacted]) she advised there is nothing that can be done, my 30 days worth of points are lost and cannot be reclaimed. I asked for a supervisor because I had previous communications with customer service representatives that assured me my previous rental points would be transferred onto my account. [redacted] then advised she was the supervisor and there is no one above her where she can transfer my call. [redacted] advised her next level supervisor is [redacted] but she is unable to transfer me to her. [redacted]'s demeanor was very insensitive and lack of empathy was apparent. I'm extremely disappointed!Desired Settlement: Points credited to my account per the previous customer service agents assurances. I trusted what the agents were advising and I'm extremely disappointed in the lack of follow through and the final straw was [redacted]) lack of empathy throughout this entire ordeal. My account number is [redacted] and the rental agreement that I'm referencing is [redacted].

Business

Response:

Our airport manager spoke with Ms. [redacted] and has credited her account with the points from her last rental. Customer was satisfied. thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: my fiance and myself needed a minivan for a short period of time and were quoted a price of around 120 dollars if brought back the next day by 4 pm, Knowing we were going to be late we contacted enterprise to inform them and was told no problem, they gave us a new quote of 228 dollars. when my pregnant non confrontational fiance showed up before work to drop off said van they sprung over a hundred extra dollars on her saying she misheard the quote, I know for a fact she did not mishear the quote since the phone was on speaker for both of us to listen, we were told on monday you will owe us two hundred and twenty eight dollars,I called and spoke with the manager and was treated as if I didnt understand daily prices and what a contract meant, he was rude and very condescending when I asked to speak with someone else he laughed and gave me a 1800 number that ultimately led me back to his store and to speak with him. We are not a high income family but this complaint is not about the money but about the service,after speaking with the manager and playing the runaround I did some research online and found several others complaints about sneaky practices and poor to rude service im not really sure what else to say other than im disgusted and do not want to return (side note)the receptionist had excellent customer serviceDesired Settlement: with the lack of customer services I would ask for my money back but I know its a pipe dream

Business

Response:

Good Morning, my Area Manager's response to this concern is below. Please advise if you need further information. Thank you!

I just talked with [redacted], the fiancée of the renter, in regards to the dispute of the final charges. The customer, [redacted], [redacted] originally rented the vehicle for one day, $85.99 + Tax and coverage, CDW $14.99, RAP $3.00, PAI $3.99 for a total of $114.42 per day. Mrs. [redacted] called in on Saturday to extend out till Monday and wanted to know how much it would be. We extended her out for two more days and let them know that it would an additional $228.84 to extend out till Monday. She then gave us the approval to run her debit card for that amount to cover the difference. When Mrs. [redacted] returned on Monday she thought her total bill was $228.84 and not $323.91 that the three rental days was actually for. When we asked her if she understood that everything was on a per day basis and she said yes. However, since we told her it was $228.84 when she called in to extend that she felt that we miss led her on the total and did not communicate it well enough. We confirmed once again if she understood the original per day price was $114.42 and that they had the rental for three total days which would equal a total rental bill of $323.91. Once again she agreed with that, but since we told her it was $228.84 she felt that what the total bill should have been. [redacted] then split the last day taking care of $57.00 to make sure she was completely satisfied and Mrs. [redacted] said that would be great. Her fiancée, [redacted], called back later wanting further explanation of this and the total charges. [redacted] once again explained everything the same and the customer did not agree with only taking care of $57.00 and did not like how [redacted] was speaking to him.

Review: I rented a car on 3/6/15. I was first in line and was there when they opened at 8:00AM. I got car and was out of there about 20 minutes later,8:20am. I brough the car back on 3/9/15. Again, I was there at 8:00am and was second in line. I was charged an extra hour, $27.45 because I did not turn car in until 8:13am. So, they time you out at 8:00am when you don't even have the car yet and then time you in at an exact minute, thus causing the time to run into an extra charge. That is not what the cunsumer expects. This practice appears to be very profitable for enterprise and is costing the average consumer hundreds of thousands of dollors if not millions nation wide. OK, it is only $27.45 to me, but times the number of cars that they rent...it is a very large number. I have attempted to discuss this matter with enterprise but have received no responsible response. I have no other choice but to issue this complaint.Desired Settlement: Stop the practice now in use and institute a procedure which records the exact time a vehicle is out and in. And, refund me and every other unsuspecting consumer whom they have overcharged due to their poor practice of inaccurate check-out and check-in times resulting in overcharging the consumer.

Consumer

Response:

[redacted] (Enterprise Rent-A-Car Company of Sacramento, LLC)Thank you[redacted]

Business

Response:

We have contacted the customer and informed them that we will be refunding $29.51. Customer was satisfied with the resolution.

In September, I rented a car at the Enterprise location near EG Auto Mall. Before I left I mentioned to male associate that I may need to exchange car in so Cal. He said - just bring back a nice car. Drove to Southern California and exchanged car for a bigger car. I was charged a drop fee of $220 extra. I then called and spoke to Eric who refused to reimburse the fee- even though I had just rented another car from Enterprise. After I returned the car I then spoke to another associate who was rude to me. Another customer heard and told him he needed to not be so unprofessional .

Review: I returned a car to Alamo rentals 6/5/2015. I paid for the rental and after I left, 400 dollars extra was charged to me credit card. This is after I paid my total as 466.13 and was issued a receipt. The rep stated that it was not in contact with them, however I was and made multiple calls to extend my rental. I get a call from a detective stating they are reporting the car as stolen when they have charged me for each day o have kept it. The company is still holding over 900 dollars in separate charges additionally. I have made multiple phone calls inquiring about when the funds will be released. I have contacted my credit card company and they have verified that Alamo has not released the funds back to me. I have been told they will not refund the additional 400 dollars. The extra 400 dollars was charged after I left-never discussed with me. I have exhausted all options with calling. The staff have been very rude and verbally aggressive towards me. I have paid for the rental and I just want my funds released back to me. I was told 3 business days, however nothing. Please help me.Desired Settlement: I would like the funds on hold released back to my credit card. The extra 400 dollars is a made up charge I would like to dispute as well, but more importantly I want the funds on hold to be released immediately without any further problems.

Business

Response:

The reply from our Group Rental Manager is below:I attempted to speak with Mr. [redacted] this morning regarding the rental. In the short conversation I had with him, he said he didn't want to go through the explanation again and did not want to discuss it and let the BB handle it. In review of this file, Mr. [redacted] failed to return the car after our staff had asked him to do so. At that point we employed a service to help us retrieve our car. This service has a cost that we have passed on to the customer. Mr. [redacted] did finally return the car after our recovery service got involved. The charges are as follows:13 days rental at $27.54/day $358.025 gallons of fuel 26.47Airport Fees 84.22Tourism Fee 9.31Tax on fuel .73Sales tax 67.38Recovery Service 400.00Total Charges $946.13We are willing to discuss this with the customer, however he is unwilling to have a conversation.