Enterprise Rent-A-Car (North Jersey Locations)

Review: I rented a car from Enterprise on August 19 and returned it on August 23. The agency was closed when I returned the car. When I was billed, I noticed an error on the bill. I prepaid for 400 overage miles at 15 cents per mile. The charge should have been $60, but I was charged $300. I called on August 25, and was promised a credit of $256.80 ($240 + 16.80 tax)within 48 hours. I checked my [redacted] bill two weeks later and was not credited. After not receiving the credit a week later, I again called and was promised a credit within 48 hours. One week later, I had not received the credit and again called. This time, I was told the credit was processed that day. I checked my statement four days later and there was not credit on my statement.Desired Settlement: I have filed a charge dispute with [redacted] but resolution can take months. I just want my credit, and to go on record about my experience with this company.

Review: Myself and my husband [redacted] traveled from [redacted] to Newark NJ on a private jet to bring our 3 year old son, who has stage IV Neuroblastoma cancer to New York to the [redacted] center for surgery beings our home hospital couldn't save his life. Once we arrived to the Newark NJ airport, there was an issue with my bank not lifting the fraud restriction on my card as promised prior by my home bank before we left home to come to NY. While waiting for lady to arrive at bank late Saturday back home in [redacted] to fix this issue, Enterprise ran my husband's debit card and charged him &1767.78 and supposedly cancelled the transaction. Here it is Tuesday, March 1st an we are down to only $200 because of Enterprise. We spent a total of 2 hours on the phone with Enterprise and my husband's bank. We were treated very poorly and we were brushed off and put on a back burner by the staff at the location in which I'm complaining about. Enterprise's mission statement is a joke and they have shown us that they really don't care about our needs. Our son is very sick. No one with a child suffering with a cancer should ever have to deal with this. Because of Enterprise we are now almost out of funds and no way to pay for things needed while we stay here in NY. I've been doing business with Enterprise over two years because of my status as a military service member. I will never do business with Enterprise after the way I and my family were mistreated.Desired Settlement: Their reputation needs to take a hit for the way they treated our family! And also refund the money they took and promised they would return. They put us 3 in a huge bind taking over $1700 for nothing.

Business

Response:

Ashley L[redacted]City ManagerNewark AirportOperating Enterprise, National, & AlamoThe breakdown of what occurred and the resolution is as

follows:

[redacted] booked a car with Enterprise. Upon arrival on

Saturday February 27th, Enterprise wrote the contract in [redacted] name for the

amount of the rental plus a $300.00 deposit on her debit card which are our

standard underwriting guidelines. Her debit card declined at this time and she

stated it was due to a hold from her bank back at home. Still trying to work

around this in trying to get them a vehicle, the customers asked if we could

rent the car to [redacted] We then agreed to switch the rental into [redacted] name,

with his license and debit card. At this point, the customers confirmed they

were not in fact married; this did make the rate increase as an additional

driver and underage fee were now added (these are unavoidable). The contract in

[redacted] name was then completed and finalized, and his debit card charged $1066.01.

During the creation of [redacted] contract, [redacted] was on the phone with her friend

who is the head of her bank back at home (she informed us of this at the

counter). Her friend physically went to their home bank and released the fraud

hold on [redacted] card. At this point, we had already completed [redacted] contract,

however [redacted] continued to ask if we could cancel his contract, and open a new

one again under her name and her credit card, as the card would now go through

due to her friend releasing the funds. Enterprise then cancelled [redacted]

contract completely; we can provide documentation of this if needed. [redacted]

physically showed the Enterprise manager his bank app which showed an

authorization only, not a charge, of $1066.01. When we cancel a contract

completely, it may take several days for the funds to release, depending on the

owning bank itself (anywhere from 3 business days-30 business days). They

informed the customer the funds were released on our end, which they in fact

were. At this point, they wrote the last and final contract in [redacted] name,

and charged her debit card $675.60, which did go through, and the contract was

completed. On March 1st , 2016 at 11:05 am, Enteprise phone representative

Danielle contacted Enterprise assistant manager Hamzah by phone and informed

him that the customer had called in to report that the funds had not been

released. The funds were released on February 27th, and again, may

take several days to appear on the customers card since it was a cancelled

transaction. Hamzah informed Danielle that funds are clear on our end and

provided her with the receipt showing a paid balance of $0.00. Danielle

immediately spoke to the customer and informed her of this, at which point the

customer let us know that the bank is requiring a letterhead from us in order

to release the funds. The email exchange is below for your reference as well. We

then crafted a letterhead addressing the bank to release the funds. This

letterhead was sent this morning, 3/2/16 to the customers good friend at her

home community bank. We are able to provide any documentation that may be needed.

From: McCullough-J[redacted], Danielle D

Sent: Tuesday, March 01, 2016 11:09 AM

To: [redacted]

Cc: [redacted]

Subject: RA/Doc # [redacted] # [redacted]

Hi Hamzah,

Per our conversation, I have spoken with the

customers Financial Institution, Your [redacted] who refuses to release

the funds with just the authorization number. The bank says that they must have

a document on company letter head, via fax or email, indicating that we have

cancelled the reservation, and the transaction will not clear on our

end, to release the funds.

The fax number [redacted] or

email: [redacted]

Thank you,

Danielle M[redacted]

Customer Service Representative

Alamo Rent A Car

Enterprise Rent A Car

National Car Rental

Review: On 5/24/2014 my rental car was stolen. I was told that, to get another rental car from Enterprise, I need to pay a $250 deductible and make my way to [redacted] and rent a car from there since monist branches are closing for Memorial Day. The branch manager from the Jersey City - Communipaw Avenue location would make sure to put all necessary information in my file. He also gave me his card and told me to make sure to have the location email him for further details.Prior to leaving for [redacted] I called 5 times to make sure that there would be no problems, but was met with someone picking up and hanging up the phone (I have screen shots of the times I called). I did not get an answer until I called for the 8th time in the evening, looking for the car pick-up location. My friend was giving me a ride. When I reached the location, I met [redacted], Assistant and Acting manager. I explained the situation. She quickly cut me off and told me "they did not do insurance claims". I told her it was not a claim. I just needed to pick up a car; she just needed to look up my name. She told me she only accepts reservations. She could not find me. I told her that I would get her my license and perhaps she could find me that way. I then told her if she would email the branch manager, as he said, she'll see, I have a reservation. She told me she would not do this. I asked to speak to the manager and she told me that she was the manager. I then asked for her card. My friend and my son stared in disbelief and asked if she was really not going to help. I said, "yes". When she returned, I noticed her card said Assistant Manager. I told her I wanted the real manager's information. She said she was the acting manager. I told her I wanted her manager. She only wrote his name. I, then told her I wanted his contact information just like the one she provided for herself. She wrote it down and upon handing the card back to me, remarked, "he's a very good friend of mine."Desired Settlement: I was told that I have to pay a $250 deductible. I didn't have a car because of [redacted] That is in no way fair. I jumped through all the necessary hoops for enterprise. I even rented a car for damn near $8.00 a day when I don't normally pay anything at all. I'd also like an apology from [redacted] Assistant and Acting Manager.When she remarked "he's a very good friend of mine", I don't know what she meant by this, but I took it as a threat that my complaint would not be heard and would not be valid.This would be a clear sign that my complaint was quite valid and heard loud and clear.

Business

Response:

I have left a message with [redacted] to discuss the theft claim for the rental ([redacted]) in Jersey City, as well as how we could have provided better customer service throughout her rental experience.The vehicle that was reported stolen from the Jersey City location has since been recoved with damage totalling $2162.30.I will follow up with another response after talking with [redacted].

Review: I was interested in purchasing a [redacted] from the enterprise care sales in Milford. Late in the evening on 4/25/2014 I met with the finance guy to discuss purchasing the car and provided a $8,200 bank certified check for a down payment on a 2012 [redacted] 4matic sport sedan. The vin # is [redacted] There was no transfer fee advertised for the car because it was located in nearby New York. Early morning on 4/26/14 the car was brought to the Milford office so that I could look at it and finalize the purchase as the suggested mileage had changed due to the fact that the car was not located at the office. I decided not to finalize the transaction, register the vehicle or remove the vehicle from enterprise care sales of Milfords possession. I requested my certified check back that day and was told that it had already been deposited and I would have to wait for him to contact the corporate office and then the corporate office would mail me a check. The transaction was not finalized as I did not receive the vehicle and the mileage changed. I would just like to have my money $8,200 back immediately.Desired Settlement: I would like $8,200 back immediately.

Business

Response:

[redacted] came into our location in Milford on Fridsay 4/25 and left us the check for $8,200 and completed the intital paperwork on the vehicle that we needed to get for her from another location. In the morning of 4/26 the office did a bank deposit as is policy to ensure the security of any money we take in. [redacted] came in that day to look at the vehicle, did mention the idle, and the office was prepared to change the battery which is what was thought to cause the hesitation that was noticed. She did not end up leaving with the vehicle and at that point requested her money back. [redacted] informed her that the check had already been dposited but that he would send up a request to our admin offce and have them process the refund and send the check out. I just spoke with [redacted] and informed her that the check for $8,200 was processed yesterday and is being cut and sent via [redacted] to her tonight (4/29).

Review: 09-26-2015 I was picked up by Enterprise at the shop, [redacted] where my car is being repaired. Like many other Enterprise Locations the Driver took short cuts through shopping centers and took back roads instead of taking the main roads and avoiding back roads, short cuts and going over posts speed signs as a defensive driver should. I rented a [redacted] ($36 per day) with the Enterprise DBA ELRAC, LLC located at [redacted] The rental lasted for 12 days for which my Automobile Insurance, [redacted] paid $30 a day for 12 days, leaving me with a balance of $74 ($6 per day). I paid two deposits, $75 in person on 09-26-2015 and $50 10-01-2015 via the phone. a total of $125. During the time I had the car I had to return it a few days later because the Tire Warning starting flashing, Enterprise, told me to bring it in and they would inflate the tires which were suppose to be at 35 per the Vehicle, but where below 31 once again per the vehicle.

On 10-07-2015 when I returned the car I was told by the Enterprise Agent they would verify with my Automobile Insurance that they were paying for the 12 days, then they would refund the balance of my funds, $53.00. I continued to check my account for the next few days, because credits do not take long with my Financial Institution, no Enterprise Credit. not even for the partial amount promised which was going to be $53.00 minus the one day they said they did not have approval for yet.

I checked with [redacted] on 10-14-2015 they did not pay Enterprise for 12 days because. Enterprise Branch did not close the ticket. USAA called the Branch to alert them. The Branch then called me as if they did not goof. When I questioned the refund amount I was xfr to a female who was rude.

I have never dealt with an Enterprise staff in the last ten years which has been professional, the standards have fallen short. This particular staff is reckless and lacks customer service and multitasking skills.Desired Settlement: I want an explanation of charges which I was told was under $6.00 a day yet is not reflected in my refund.

(which is suppose to be faxed on 10-14-2015, I will not hold my breath)

I want my full refund $53.00

I want a written apology for poor service, being given a vehicle which needed an Oil Change and air in the tires, and the victim of an attitude problem, just poor customer service all the way around. I should not have to make calls to make people do their job, that's what they get paid for, then they get an attitude and play telephone chase, it is absolute nonsense, I did not get degrees to put up with nonsense. My dogs are better trained.

Review: I rented a vehicle from Enterprise Rent-A-Car in Summit, NJ, in 2013. When I was done, I had the car picked up by an Enterprise representative at an auto-body dealership in Rahway, NJ. I was not present at the time of the final inspection. A few weeks later I received a notice claiming that damage occurred to the vehicle, and I was responsible for paying for repairs. I was shocked since I know that no damage occurred while I was in possession of the vehicle. I was also shocked when I saw the picture of the alleged damage because it shows a small dent to the driver's side door that was there when I initially picked up the car. I even discussed this damage with the representative who did the initial inspection. However, he said he would not write the damage on the contract because it was smaller than a golf ball and, therefore, did not need to be recorded. I would never have signed the contract if he did not tell me that, and I feel like I was scammed. I told him I was a first-time renter, and I fear I was taken advantage of because of that and because I am a woman. I later appealed the claim, and when my appeal was denied, I appealed it again. I heard nothing from Enterprise in response to my second appeal, even though I requested further documentation from them.I later received a letter from a collection agency telling me my case from Enterprise was turned over to them. Enterprise did not even send a letter to me telling me to pay, and I was forced to pay the collections agency or risk my credit. I paid the collection agency in full and believe Enterprise should do the right thing and refund my money. These business practices are unethical, unacceptable, and should be stopped.Desired Settlement: Since I know Enterprise Rent-A-Car will not be able to prove the alleged damaged I mentioned above occurred while I was in possession of the vehicle, I ask for a full refund of the $500 I was forced to pay to collections. I would also like to recover the fees associated for making payments to the collection agency, which was $5.50 X 5, for a total of $27.50. Grand total: $527.50.