Enterprise Rent-A-Car (North Jersey Locations)

Review: I had rented a car from Enterprise in Newark, NJ on March 17, 2014, and to this day (August 28, 2014), I am still having issues getting a matter resolved with "damage" to the car that I rented that was not my fault nor my doing. When I was rented the car initially, there was not real walk around done to begin with, the guy at the office couldn't get me out of there quick enough. Upon leaving I noticed a noise from the underside of the vehicle, upon which I called my business accounts manager, she informed me to return the car to another location which would have another car waiting for me, they didn't at the time so I ended up driving back to Newark Airport location to return the car, which was about 30-45 minutes from where I was staying. When I returned the car I informed the location manager about the noise underneath the car, and that my business accounts manager told me to return it ASAP to another location, but they didn't have any cars available, which is why I ended up at his location at the airport. Upon checking the car in, he stated there was damage to the undercarriage of the car, which I knew about because of the noises, and noted it on the window with a wax marker, and sent me on my way with another car, no issues. About 2-3 weeks later I received and claim notice from the Damage Recover Unit, stating there was paint damage to the vehicle, I had no idea what they were talking about, called to resolve and no luck. I was given a run around, and after a while, I spoke with the regional manager and risk manager, who were both condescending and quite rude. I never saw a damage report when I returned the car, nor to this day, and I never signed a single thing, however the bottom line, I didnt damage the car. I spoke w/my insurance who helped as best they could even though it was below my deductible, and I am still getting bills and threats to go to collections, the stranger thing is the amounts keep varying from $200 to almost $800 each time. And I am still not able to resolve.

Product_Or_Service: Car RentalDesired Settlement: DesiredSettlementID: Other (requires explanation)

I would like this issue to go away, or I will imply legal action. They are defaming my character and my record. I am a volunteer EMT/Firefighter in the state of Maryland, and this will affect my record, besides the fact, if I did anything, I would of told someone right away, like I did with the undercarriage damage. I will press charges if necessary to fight this. Please note, the first contact anyone had w/me was 3-21-14 almost a week after

Business

Response:

We are in receipt of [redacted] complaint against our Enterprise Rent a Car location in Newark Penn Station. When the customer’s concern was first brought to our attention, a week after the claim was generated; we attempted to resolve the concern to the customer’s satisfaction. Upon discussions involving our Area Manager, the customer and the Corporate Account Manager we had resolved to only pursue for scratches that were identified upon the return of the vehicle and not for the undercarriage damage mentioned in the customer’s complaint. This is why the estimates varied from the original $800 to the final adjusted estimate of $252. Our Damage Recovery Unit was following normal claims protocol sending demands out to the customer and following through with attempts to collect. Their final step is to get Risk Manager’s approval prior to sending to collections since it is involving a corporate account partner of ours. In this case, the Risk Manager was asked to review the claim on August 22, 2014. During that review, the Risk Manager made the decision to close down the claim in an effort to not jeopardize the relationship with the corporate account any further. Enterprise has handled the repairs to the vehicle and our Damage Recovery Unit has been ordered to stop seeking reimbursement from the customer. We feel that this claim has been resolved to the customer’s satisfaction and this matter is now considered resolved.

Consumer

Response:

[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. Just to make sure, I will not be receiving any more documentation in this matter. Thank you!

Regards,

Review: I went to pick up my rental car about an hour early, first they didn't know if they would have a car for me, then they gave me a car that smelled as if someone had just smoked marijuana in the car. Before I entered this car I did check it pretty thoroughly. But I refused to take this car because of the odor. When the customer service rep brought around the second car she seemed to be in a hurry as there were more customers coming in. Because she seemed inpatient and I was now in a hurry I barely looked the second car over. Because I have [redacted] I declined the insurance they offered me. After I drove the car to my home (15 minutes away from Enterprise) and did not use it. My husband drove it the next day to an event and parked in a private parking lot for staff members of a museum. There was no car facing him. There were no incidents or accidents or collisions. The following day my husband dropped the car off and then got in our own car to take me to work. Because I needed to get to work on time he just dropped off the car and left. Approximately an hour after he dropped the car off the manager from Enterprise called him to tell him that there was damage to the front bumper (a crack) and that we were responsible and that we needed to contact [redacted] to file a claim. My husband went over to Enterprise where he saw a crack in the left front bumper. During the time we had the car there weren't any events that would have caused the crack. Either the crack occurred prior to our rental or after. My husband filed a claim with [redacted] but the manager still charged us an additional $500.00 on our bill to cover Enterprise's deductible. The following day I tried to resolve the problem but was told I had to file a claim with [redacted] to get the $500 refunded. The manager did not inform me that a claim had already been filed. In looking at the footage of when I originally picked the car up it was obvious that I barely glanced at the second car. The manager was not clear and unpleasant.Desired Settlement: I would like this claim to be dropped. We should not be responsible for something that did not happen when we had the car. Both my husband and myself spent valuable time trying to resolve this issue (probably about 4 hours total) with a manager that was not clear and was rude. I feel that we should now be refunded for the entire rental in addition to the claim being dropped.

Review: Thought this would be interesting to note...

On Sunday June 15th, 2014 (Fathers Day) I was returning from a wedding in New Jersey with my wife and 3 children. I was traveling on I84 east (in CT) in the left lane going approximately 60mph when I was struck in the right rear corner of my vehicle. This hit sent my 2008 Chevy Suburban into a fishtail skid back and forth and I regained control of the vehicle. At this point I noticed the vehicle that just hit me speed off past me and attempt to flee and exit the highway. I followed the vehicle into a rest area and approached the vehicle. The individual driving [redacted] from Danbury CT attempted to act as if it was my fault… Which I stated no… Then he changed his story to a red car that almost hit him which caused him to hit me… There was no red vehicle. At this point I had already notified the CT state police and they were in route to my location. [redacted] then asked if I could state that his girlfriend was driving because she was the person that rented the vehicle. I stated no, and that I was going to tell the police exactly what happened. After the police arrived they concluded [redacted] was not on the rental agreement, he was unlicensed and uninsured… The officer documented [redacted] at fault for the accident and was going to investigate further because he smelled alcohol. I later found out from the officer that [redacted] did state he had a few beers at a golf outing but he did not fail the field sobriety test.

At this point I departed the rest area and left the matter in my insurance companies hands. I repaired the vehicle through my insurance and incurred the $500 deductible fee. Since that time I have repeatedly gone back to my insurance to determine what the status was with subrogation claim, to which they would reply it is still in subrogation. This past week I finally found out that Enterprise insurance Claim #R[redacted] was denied because Enterprise did not authorize [redacted] to drive the vehicle. I spoke with [redacted] (Enterprise Insurance agent) regarding this matter and explained that I didn’t feel this was correct. [redacted] explained that was the way it was and that they are following CT state law. I was further told I could seek restitution through the authorized drivers Insurance however she was uninsured as well. I challenged this claim with [redacted] stating Enterprise has some ownership in this… I asked doesn’t Enterprise require their renters to be insured, and he responded yes. I then asked how could she not have insurance? He responded that CT law does not require Enterprise to check if the driver is truly insured. When I challenged this he further stated that was the law, they were not obligated to pay, and if I thought this was not lawful to take it up with congress.

This entire argument is absurd… I was told to call the office that rented the vehicle which I did. [redacted]Manager of the renting office) then told me he could do nothing and to contact [redacted] his boss… Mr. [redacted] is not in the office so I called corporate whom told me to contact the damage recovery office whom then had me transferred to another department in damage recovery whom then told me to call the insurance carrier back again ([redacted]). I called to speak to his supervisor [redacted]) but he is out of the office.

So here I am… I was victimized, my family was traumatized, and I have spent countless hours trying to resolve this issue to no avail. Perhaps if I didn’t regain control of the vehicle and the accident was far worse would Enterprise still hold the same argument? I doubt it… I am not asking for anything exorbitant or trying to come up with frivolous lawsuit claiming ridiculous restitution. My deductible was $500… That’s it.

I have spent far greater time and energy than the value of $500… It’s the principle of the matter. Enterprise has a responsibility to do some due diligence and ensure their renters are insured. I later spoke with [redacted] whom was the Enterprise upper management rep whom stated they were not obligated to pay any damages. He further stated [redacted] was wrong in that CT does not require renters to obtain or have any insurance when renting a vehicle... This is again absurd...

1. Enterprise doesn't and behind their product and uses a CT law loop hole to get out of insurance claims

2. Mr. [redacted] walks carefree and suffers no damages

3. CT doesn't have a law requiring rental car drivers to be insured, but if you own a car you must have insurance... ludicrous...

I thought you might want to air my story revealing these issues in our state, with Enterprise rental car, and with [redacted].Desired Settlement: I think Enterprise Rental Car and the State of CT should require their drivers to be insured. I would like my $500 deductible refunded.

Review: In November 2013 I entered into a rental agreement with Enterprise Rent A Car. The rental was needed because the body shop that was working on my personal car still had not completed repairs and could not determine the cause of issue with my car. Therefore the body shop [redacted] autobody agreed to pay for my car rental since the reason I needed a rental was because they were still fixing my car. I had the rental for 32 days. I returned the rental to Enterprise in mid December and not charges were assessed to me. Late January 2014 I was contacted by Enterprise and told that since [redacted] didn't pay the full amount of the rental I was now responsible. I informed Enterprise that [redacted] has contracted this rental and was responsible for payment and I should not bear any cost. I inquired further and the Manger - [redacted] produced to me notes from the system that show that [redacted] had indeed Agreed to pay the charges and that they were billed. However I was told that since I was the renter I am responsible. I was additionally informed that the contract needed to state that [redacted] would pay the charges in order for me not be held liable, I was told the contract did not state this. I recently found the contract and clearly printed in the Bill to section is that [redacted] autobody is responsible for payment and should be billed. The manager lied to me in telling me that the contract did not state [redacted] should be responsible and further has threatened to take me to collections and damage my credit report if I do not pay the outstanding balance that [redacted] is responsible.

This manager is basically extorting me by threating my credit standing and taking the outstanding balance to collections under my name when the true responsible party is [redacted] I should not be held responsible for this amount as the contract clearly states the billng party is [redacted] autobody. This is just bad and unethical business practice.Desired Settlement: Enterprise needs to stop harrassing me to get [redacted] to pay and then to extort me by threatening my credit standing for an obligation that I have no responsiblity for. Additionally, if they do report this item to the Credit Bureaus I want them to rectify the report by sending a letter to all three reporting agencies with a copy of the letter to me that the item should be removed. I would also want a formal apology via letter from Enterprise alogizing for their treatment. And the manager at the location should be fired.

Review: This Enterprise location is accusing us of damaging an SUV we rented from them. WE DID NOT DO THE DAMAGE!!!! Apparently, this is a pretty common scam and we were not aware. When we dropped off the car, my husband and the Enterprise employee walked around the car. My husband asked "is everything ok". The employee said "I just have to bring it around back." The car was then out of our possession and out of our sight. After he "brought it around back" he came in and said that we damaged the running board on the passenger side. WE DID NOT DO IT! In fact, what I believe happened is the Enterprise employee took a hammer or mallet and created this damage when the car was out of our sight. We tried denying it and said that we disputed it. They sent us a bill for $472 - just under our $500 deductible with our insurance company. How convenient?In talking with others, this kind of scam is relatively widespread. Something similar happened to my sister-in-law in Connecticut. There was at least one other person that complained about this same Enterprise location. Someone needs to step in and stop these rental car companies from taking advantage of consumers. The company received over $1200 from my insurance company and STILL wanted more. This behavior is greedy and criminal and should be stopped.Desired Settlement: I just want this to go away. We didn't do this damage. I just want them to stop sending us bills and to not wreck our credit rating.

Business

Response:

Customer has been left a voicemail and sent an email to discuss concerns. The complaint was put in by the renter's wife. The renter had been spoken with on December 4th 2014 and agreed to make payment for the damage out of his own pocket and not getting the insurance company involved. He was going to contact the [redacted] dealership to get an estimate on the price of the running board.

Consumer

Response:

Review: [redacted]

I am rejecting this response because what the business has written is a lie. We are not responsible for the damage and never agreed to pay. I was present when my husband dropped off the rental car. We clearly disputed the damage and said that we were NOT responsible for the damage and that was noted on the paperwork. We did say that we would contact [redacted] to find out how much running boards cost. The purpose of that was to make sure that Enterprise was not jacking up the cost as to be unreasonable (we knew it should be under our deductible). In addition, the reason for not going through the insurance company was because there is no point when the amount is below the deductible. There is no benefit, so why bother. Since the initial drop off, we've notified our insurance company since they are the ones that recommended this location of Enterprise. We were not trying to hide anything from the insurance company. If anything, we've asked for their help.However, all of this is not even relevant. When we dropped the car off, the Enterprise employee and my husband walked around the car. My husband asked "is everything ok?" and the employee said "I just need to bring it around back". At that point the car was out of our sight and out of our possession. We suspect that is when the Enterprise employee cracked the running board because then he came inside and claimed that we damaged the vehicle. If there was a problem with the car, it should have been noted before Enterprise took possession.We did not damage the vehicle and therefore are not responsible for fixing the running board. In addition, we have now received an updated picture from Enterprise of the alleged damage. The picture from Enterprise is in direct conflict with the ones we took AT THE TIME OF DROP-OFF. This is further proof of this fraudulent behavior. A cursory search on the internet has yielded multiple cases of this fraud at this particular Enterprise (and many others). This must be stopped. I'm contacting the state Attorney General's office, writing a letter to the Editor at The [redacted] and also contacting local television stations. As they say on those consumer advocate shows "SHAME ON YOU ENTERPRISE!" Our insurance company paid them over $1200 and that wasn't good enough. They still want more from us for damage that we did not do.

Regards,

Business

Response:

[redacted], I have not heard back from you or your husband yet to discuss. I see the Revdex.com website has been updated with another response from you. I called Daytime Phone: [redacted] just a few minutes ago and after announcing where I was from the gentlement who did not identify himself said your husband is not in and abrubtly hung up on me. I did callback a 2nd time and leave a voice mail again like yesterday. Please contact me to discuss, my information is listed below. Thanks [redacted]Regional Risk Manager Northern New Jersey [redacted]

[redacted] From: [redacted]Sent: Monday, January 05, 2015 2:42 PMTo: [redacted]Cc: [redacted]Subject: Enterprise Claim # [redacted] I left you a voicemail to review this claim with you. Please contact me at your earliest convenience. $447.07 is the outstanding balance and all we will be pursuing for. No fees will be charged or collected on. Thanks [redacted]

Review: I rented the car as a result of an auto accident. When I rented the car I had to give my drivers license and credit card even though it was going through my car insurance [redacted]:. Enterprise billed my credit card $824.20 on 1/14/2015. [redacted] also paid Enterprise $900 for the same rental car. I have left multiple messages with the billing department at Enterprise at [redacted] with never a call back. I have attached a copy of the bill showing my card making a payment and a letter from [redacted] showing they paid EnterpriseDesired Settlement: To credit my [redacted] ending in [redacted] for $824.20

Review: prise Corporate Executives1[redacted]Re: Rental Agreement# [redacted]This letter is to notify you that I am not pleased with Enterprise Rental Car Company. On 6/21/2015 I was involved in an auto accident so through my insurance company which is [redacted] I rented a car from Enterprise. On 6/24/2015 a representative named Kiva A[redacted] from Enterprise location: [redacted] picked me up from an auto body shop named [redacted] in Linden, NJ 07036 approximately 1:30 p.m. When I got back to the Enterprise location with Kiva I was placed in a red bright Santa Fe license # [redacted] which was $52.57 a day I was never consulted to see what type of vehicle I was looking for, if I wanted the Santa Fe and if I could afford the Santa Fe and there were no other cars available so I was stuck with this high priced car that I could not afford. I put down a $250 deposit that day with a pre-paid debit card that I carry with my credit union. I brought the Santa Fe back on 6/29/2015 because I could not afford it. I chose a full size car which I received a white Hyundai Sonata license# [redacted] at a rate of $33.99 per day . My second complaint is that on 7/15/2015 @ 1:09 p.m. I received a message from a Jameal B[redacted] from Roselle Park location phone # [redacted] stating that the $250 deposit I put down was exhausted & that Enterprise needed another deposit. I called him back at 1:36 p.m. I went through all my charges with him and inquired about about the additional deposit that was needed which he advised me was $394 I clearly stated to him that I would come down on 7/16/2015 @ 8 a.m. to pay the $394 and he stated he would make a note of that. So on 7/16/2015 I went to Enterprise by my house on [redacted], NJ 07205 @ 8:30 a.m. to pay $400 with the same pre-paid debit card I had originally used to put down the first deposit. I was then asked to come in the office where the Spanish woman there asked me if I had another card I could use, I stated NO I didn't and that $440 was on that card so there is no reason why it won't go through. Well to my surprise she advised me that someone (probably Jameel) had attempted to withdraw funds on 7/15/2015 @ 1p.m. from my account and it declined so they have to wait 24 hours to try that same card again. At this point I am angry and annoyed. I never gave anyone from Enterprise permission to go into my account an attempt to withdraw funds. I should have received a call before hand stating that an additional deposit was required and if it was ok to process the payment with the card on file or if I wanted to use a different payment method. Jameel did not call me and leave that 1stmessage until he had already tried to process a payment WITHOUT my AUTHORIZATION., and in our conversation on 7/15/2015 he never mentoned that he attempted to take any money from my account. Today 7/21/2015 I returned the car back to the original location and I expected to pay for charges from Thursday 7/16/2015 to 7/20/2015 which would have totaled to about $123 instead I was advised by Raul S. Z[redacted] that my charges up until today 7/21/2015 wad $156.82 because I had to pay for today as well. Please explain to me why I would have to pay for today, so if someone else came to rent that same car today they are also paying for today how can two different people pay for the same car on the same day at the same rental car location??? I have never been so disappointed and had such a horrible experience. I thought Enterprise would make my experience as stress free as possible but instead they added to my annoyance. This was unacceptable and I would also like some of my money back from the original rental that was slapped on me. Totaling $ 186 as well as the $26.57 that I paid for today's charges. I do plan on filing a complaint with the Revdex.com and to any other entity I need to take.Desired Settlement: I would like my $186 refunded as well as the charges I occurred today which is $26.57 totaling $ 212.57 and also the customer service Representatives needs some more training on proper customer service solutions when trying to provide outstanding customer service for a business

Review: This is to provide you with information concerning my complaint against Enterprise Rent-a-Car of [redacted] NJ, for a fraudulent charge of $500 for alleged roof damage. My wife [redacted] and I will attest to the fact that we never caused damage to the roof. Nor is the damage visible to anyone making a reasonably responsible inspection of the car prior to or subsequent to renting from Enterprise.

When my wife and I rented a 2013 [redacted] Elantra from this rental agency on June 8, I did what I thought was a thorough pre-rental inspection. I identified two body abrasions (lower passenger-side chassis and rear bumper below the trunk) that the salesperson, [redacted], said was not significant. She brought out an assistant with a ruler and told me that "if the dent or scratch is under six inches in length, they don't count." There was also an inch-long gash in the driver’s side carpet that the staff said was not significant.

My wife [redacted] returned the car 10 days later, (June 18) at 5 p.m. The assistant store manager [redacted] said that there was a dent on the roof over the passenger’s side and “it’s huge.” [redacted] brought out a ruler and tried to show that it was more than a foot long. [redacted] put through the bill for the $500 which was a separate charge without [redacted] consent.

Even though one of the employees there said he couldn’t see anything on the roof, the store manager, [redacted], said that the employee wasn’t trained. [redacted] also said that that there was an "obvious dent" on the roof of the car (passenger's side) and that it was "well over 12 inches long."

Neither [redacted] nor her friend who picked her up ([redacted]) were able to see the dent until [redacted] asked them to rub their hand over what [redacted] later described to me as "a small bump." Because we were using our [redacted] insurance for the car, Enterprise charged us--and withdrew from our bank account--an additional $500 "for the deductible" for this alleged roof damage that we allegedly caused while we were renting the car.

The following day, June 19, at around 8 a.m., I went to this [redacted] store to inspect the car myself, to see what "obvious" "12-inch dent" I missed during my initial inspection. I also needed to pick up a copy of the contract since [redacted] forgot to give that to [redacted] the day before.

Much to my astonishment, rather than finding the dent I expected, what I saw (and my wife has photographed) was a roof dent that is imperceptible to the naked eye--even though [redacted] claimed that "all of my trained staff could spot that dent from a mile away" and that "we would never let a car in that condition go out on the road."

The obvious scratches and dings I had spotted during my pre-trip inspection, however, they had no qualms about allowing. On the other hand this "obvious 12-inch roof dent"--it's really nothing more than a bump. I couldn't see the bump and could only detect it by rubbing my hand over the entire roof. I told him, "Frankly, I'll never be able to rent a car again if I have to rub my hand over the car's entire body to feel for small bumps."

[redacted] feigned astonishment and said, "You really can't see the dent?" He also pointed and indicated, "The dent goes for at least 12 inches."

When I inspected with my hand, though, I said, "That's not credible. Other than this one small bump"--which, as you'll see, is not discolored or marked--"the rest of this roof is as flat and smooth.”

All at once [redacted] reversed himself and said, "Only scratches have to be more than six inches. Dents don't." He left me and returned with a plastic gauge to show that the bump fit the parameters of the small circle contained within the gauge. Of course, this sudden revelation begged the question, "Why did you keep saying this was 12 inches long?"

He would then insist only that there were different rules for bumps but that all of this would be worked out with his body shop which would assess the damage and then contact a [redacted] claims examiner. He said, "If the damage is determined to be under $500, you'll be refunded the rest."

Another question is then begged: "If it's under $500, why is [redacted] involved?"

This doesn't pass anyone's smell test and seems very much to me like a despicable scam. Let's imagine this: What happens if Enterprise never contacts the insurance company? They pocket the $500 and in the future stick some other poor sucker with the phantom [redacted] bump.

Speaking of the bump--I asked him what could've caused it: "See it all the time" and "very common in cars" and "It's the first thing we experts look for on cars.”

"But how's it caused? Not from a tree falling on it."

"People putting something down on the roof."

"Like what?"

"A coffee cup."

I just stared at him: "You're not credible. This doesn't pass the smell test." I went inside to get the copy of the contract he initially said he'd given to my wife--but miraculously found today.

I don't know what that bump is or who caused it or even whether it's a defect that came out of a [redacted] plant somewhere.

When you need additional information, please don't hesitate to contact me at ###-###-#### during work hours, or at ###-###-#### all other hours. You can even try our home number at night at ###-###-####.

Thank you for your help and best of luck in your battle against fraudulent businesses.Desired Settlement: Refund of $500 for fraudulent and unauthorized collection of an insurance deductible for a body dent that I never caused nor could have discerned if this had been damage on the car that existed prior to my rental.

Review: I rented a car from Enterprise June 14th, 2013. When I first rented the car it was only suppose to be for a couple days while my car was getting fixed. By the 4th day I contacted enterprise because I was told my car was unreparable and I may need the car for a couple months. They told me I would be given a month + discounted rate. I also asked for all additional insurances to be removed and they told me it was all taken care of . After the phone call I got a notification from my bank that $500 had been charged by enterprise. I called and spoke to a women in this location and explained that no one called to authorize this charge, I had no idea that anything was being charged. I don't mind paying but would like to be notified prior. She agreed and apolagized and confirmed that in fact everything has been removed and taken care of and any additional charges will be authorized before charging. Not even a month later I received an email from the asst manager [redacted] who stated the following "we would need to be able to take a deposit of $1034 by the end of the day tomorrow in order to keep you $250 ahead of charges or we would need for you to return the car by the end of the day as an alternative". I hadn't even had the car for a full month and they already had $800 of my money. Come to find out the insurance was never removed. I have spent the last 2 days on the phone with customer service and my issue has been escalated several times and have still recieved no follow up. My account has yet to be credited the 28 days of additional charges and the discounted rate I should of been recieving. I have bene a customer for over 10 years and plan on fincancing a car but being threatened to have the car taken and that I owe this amount is outrageous when at this moment I actually don't owe anythingDesired Settlement: I would like my account to be credited the 28 days of insurance, a credit for the discounted rate which should not be $750 it should be much less. I would like better customer service for this issue and for everything to be taken care of. The threats, wasted time, and wasted money have been overwhelming and I do not understand how a business can operate this way.

I expect a refund, discounts, and the invoice to be fixed

Review: I rented a car from Enterprise on 8-10-2015. At the time of pick up of the car a scratch was in driver side, THE INTERN IN TRAINING, confirm presence of scratch and wrote in the contract.

"scratch on driver door"

I returned the car 3 days later, there was a scratch on driver side but passenger door, there was no scratch on driver door, the intern had reported wrong location , " driver door,instead of driver side". A picture of "a scratch" was mailed to me I wrote 3 letters and spoke to Ashly in recovery department requesting proof, that beside the original scratch as is reported in contract, there is a second scratch which I am blamed for. I need the picture of both scratches, I will be happy to pay for repair, if indeed I caused any damages

There was no scratch on driver door, there was only one scratch which was on driver side, passenger door. I requested picture and proof, instead I got a letter about referring me to a collection agency.Desired Settlement: Close your claim .accompany your intern and supervise while your intern in training, do not blame your customer, till you have a proof of fault

Business

Response:

[redacted] I have attached two pictures that show quite clearly the damage we are pursuing for on the rental out of Fort Lee. While I understand there are sometimes smaller scratches and dents on the rental at time of pick up, something like these scratches and creases on the attachment would not be waived off as insignificant by any employee. The reason I can't provide a picture of the scratch on the driver door that may have been existing is because we had no reason to take a picture of it, as it was not damage we would pursue a customer for. Thank you, Peter T[redacted]Area Manager

Consumer

Response:

Review: [redacted]

I am rejecting this response because:this scratch was there when I picked up the car, I wrote letters requesting sending me picture of scratch which was present at the time of pickup .Enterprise can provide bill of Body Shop, that there were repair of scratch on driver door and passenger door. At the time of drop off there was only one scratch, we did not find any scratch on driver door.

Regards,

Business

Response:

Attached is the estimate for the damage. No where does it claim we fixed a scratch on the driver side door. All repairs were driver side rear.The additional charges over the $571 are admin fees associated with the facilitation of us repairing our vehicles. As a final settlement, I will offer to waive these fees if she is willing to pay the $571.70

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Regards,

Review: I rented a car from enterprise because they work with state farm. all costs of renting the car were to be paid by state farm and I was reassured that woudl be done. they also asked for my credit card just in case. I kept the car the 3 days, state farm agreed to pay for everything, and I still cant get a refund on my credit card. enterprise took it and they will not give me a refund on that credit card. I find that they are liars. they claim they have everything under control but they dont do their paperwork and so you bring the car back, tank filled, in perfect shape, and you get no papers back. you get nothing sayingi you brought the car back perfect,you get no documentation that everything is in order and you cant get a refund on your credit card, which is in the hundreds of dollars. they give you mumbo jumbo on why you cant get it. they are a bunch of liars. I would never do business with this company again. I still am out a credit showing that they didnt need my credit card for anything.I guess this cmpany tries to exist on other peoples credit. the employees are liars, and robbers in my opnion. I am out a refund on my credit card to date even though they have their car back perfect and their bill paid.Desired Settlement: I want a form showing my credit card has been refunded the charge. it should have been given to me when I brought the car back in perfect shape, few miles used and full tank of gas. they lied every step of the way.

Business

Response:

To Whom it May Concern:Confirmed with customer via email that the necessary resolution had been reached back when the original incident took place in July of 2013. [redacted] Area Rental Manager [redacted]

Review: About a month ago, I received two citation letters from the Enterprise Rent-A-Car company mentioning that an amount of money has been debited from my bank account due to missing the payment of two toll charges during the time I used their rental vehicles. For almost two or three weeks, I was contacting the company requesting any visual proof for those two citations. Besides having a poor quality and negative customer service, they made excuses not to provide any evidence and kept referring me to other departments. Finally, I contacted one of the regional toll authorities, [redacted], listed in those letters, querying the existence of such violation's record. Consequently, [redacted] sent me an email whose content is quoted here: "After a careful review I [[redacted] Customer Service] did not found any underpaid toll with Lic Plate ###### - ## for April 3, 2015 at 05:16 P.M. MTABT does not have any tolls that would amout to $5.50 for a 2 axles car." Once again, I contacted the company and forwarded them the email from [redacted], but they replied the same thing.Here is a list of some of their statements:- Your account is locked and we are not able to access the information- We sent you the itemized receipt which is the proof (that is the proof as they are charging my account (containing my credit card #), not the proof of violation!)- Citation Department: We are not in charge of citation letters and you should contact the toll department- Toll Departemnt: We are not in charge of citations and you should contact the citation department- We made the payment on your behalf and this is as to why we debited your bank account (I requested them to send me the receipt of such payment to [redacted], but they refused to show me such receipt)Desired Settlement: As a regular customer of this company (platinum account holder), I am expecting an appropriate explanation for this matter

Business

Response:

To whom it may concern, Enterprise Holdings has looked into this customer's concern regarding a charge placed on her credit card by our Citations Department. The charge in the amount of $27 has already been refunded to her in June by our Citations Department. I have also reached out to our customer to ensure that the concern has been completely resolved.T

Consumer

Response:

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: My rental car incurred damage for which they sent me an invoice in the amount of $2,159.26 ([redacted]) The invoice was dated June 9, and I sent them my personal check for this amount, dated June 13. The check cleared June 18. I received a letter from their Damage Recovery Unit dated June 20 stating that the claim had been paid in full and was therefore closed. However, when I returned from a vacation in mid-July, I found that they had put a charge of $500 on my credit card on June 24, four days after they notified me that the claim had been paid in full. When I called them about it, they told me that this was the deductible amount. I informed them that the claim had been paid by personal check and that no insurance claim was involved. I expected them to return the $500 immediately. On August 2, I received a detailed accounting of their damage claim, something I did not need and did not request. Unfortunately, the envelope did not contain a check for $500. After sending an email detailing my concerns and my intention to refer this matter to the Revdex.com, I received a call very early in the morning of August 4. The Recovery Specialist, Michelle Pearce, assured me that a check was on the way and that I would receive it in a few weeks. Sometime after the middle of August, I did finally receive a check dated August 15. The check was for the amount of $474.73, not for the $500 which they wrongfully charged me.Desired Settlement: I expect them to return the entire $500 and not shortchange me. If they would like to add an additional amount for my trouble and aggravation, that would be fine but not required. It depends on how much they value restoring their tarnished reputation.

Business

Response:

The Customer has been refunded the additional $25.27 owed from teh $500 extra we had in funds.

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 Saturday, 1/4/14, I rented a car from Enterprise at [redacted] CT at 10:48AM. It was 15 degrees, with a wind chill of 10 degrees, and had been colder earlier in the morning. The Enterprise office was very busy, and was crowded with several customers. According to at least two employees, the pipes had been frozen since the day before and the hose used to clean off the cars was not working. The employees were rushing to get the customers into their cars, and hurried inside as quickly as possible to escape the cold weather. When it was finally my turn to get my car, an employee took me out to the car, and did a very quick walk-around. She attempted, and failed, to remove some of the snow from the car with her partially gloved hand, and actually laughed at her futile attempt, because the snow was frozen solid all over the car. In addition, the car was covered with ice, dirt, salt, and sand, making it impossible to see the color of the vehicle, let alone see any kind of damage. I could see that she was very cold and uncomfortable, and she assured me that the car was fine. I could also see that all of the employees were very busy, and were trying to get people in and out as fast as possible. I signed the paper, never thinking that I would have any problems. The employee was appreciative that I was so understanding, and did not demand that the car be cleaned, and she was able to go back inside the office quickly and get out of the frigid weather. It had snowed several inches between Thursday evening and Friday afternoon ( I have print-outs of the weather reports if needed). I was told that the car had come in Friday evening and had not been washed because the hose was frozen. I don't believe that the Enterprise employee did any kind of a return inspection when the car was returned on Friday evening 1/3/14, as the car was still covered in snow, ice, sand, salt, and dirt when I rented it on Saturday, and it would have been impossible to see any damage. In addition, the car had not been vacuumed, as I discovered when I got the car home and opened the back door to put something in the back seat. The car's gas tank was on "empty," so I had to put gas in the tank in order to get the car home. I drove the car a total of 39 miles over the three day period, 11 of which were the drive back and forth to the Enterprise location. The car spent the majority of the time during the rental period in the driveway of my single family home in Trumbull. I did not cause any damage to the bumper of this car. I believe that the damage to the bumper was already there when I rented the car, but was not observed by Enterprise employees because the car was turned in on Friday, 1/3/14 covered with snow, ice, salt, and sand, and it was still covered with those items on Saturday, 1/4/14, when I rented the car, making it impossible to see any kind of damage. By the time I returned the car on Monday, 1/6/14, the temperature had risen to 53 degrees, and it had been pouring all day. Most of the snow, ice, salt, and sand had washed off the car, and you could now see that the car was blue. I returned the car to the same Enterprise location where I rented it on Saturday, and was helped again by the same employee. I was absolutely shocked when she came back into the office and told me that there was damage to the car's bumper, and that I would be charged $487.97 for the damage. She had the nerve to look me in the eye and tell me that the car was clean on Saturday, that she had done a complete and thorough walk-around of the car before I left on Saturday, and that the damage was my fault. I was completely flabbergasted by her blatant lie, and couldn't believe that she would be so dishonest, especially after I had been extremely understanding about the terrible condition the car was in when I picked it up on Saturday. During this whole incident, I spoke to several employees who told me that the hose was frozen, and that the cars were going out dirty because they could not be washed. In addition, when I spoke with the manager and explained the situation to him, he said that he would look into it and get back to me, saying that he would do what he could to help me resolve this problem. I even suggested that he view the security camera footage from that weekend, which would have given him an accurate view of the condition of the cars, and which would have shown that the condition of all of the cars were as I have explained here, including the one I rented. I do not know if he did that, but when I finally did speak with him on Friday, 1/10/14, he was dismissive, offering no explanation, no compassion for my situation, and telling me there was nothing he could do. It is clear that Enterprise employees were negligent in their duties over the weekend of January 3-4, 2014, and that they are trying to hold me responsible for their negligence. Instead of taking actions to clean the cars, they cut corners to get out of the cold. Instead of taking responsibility for her own negligence in failing to do an inspection when the car was returned by the previous renter on Friday, 1/3/14, and failing to do an inspection before I rented the car on Saturday, the employee decided to take the easy way out and place the blame on me. It is very easy to see that I was wrongly accused of damage to a rental car that was not properly inspected due to the extreme weather conditions, making it impossible to see anything on the exterior of the car. I should not have been charged for any damage that was there before I rented the car. Sincerely,[redacted]Desired Settlement: Refund of $ 487.96

Review: The following is a copy of the email which I sent to Enterprise regarding my complaint. To Whom it May Concern:I am writing to you regarding a claim for damage on a 2013 [redacted] 300 that I rented from Enterprise Rent-A-Car located in [redacted], N.J.At the time of the rental, the associate and I walked around the car while it was raining looking for dings, dents and other minor scratches. At the time of signing the paperwork, I declined any additional insurance coverage for this vehicle. This damage was NOT made known to me prior to the "walk around" nor did I discover it when the associate from Enterprise handed me the keys and when I signed the paper work. I believe this damage existed prior to my renting the car and it was an oversight on the part of the associate from Enterprise. It is his job to make sure that the car is 100% properly maintained before it is rented out to a client. There is no way I caused the damage driving from the rent-a-car facility to my job. This rental car that had approximately 17k on the odometer. I feel that I should not be held accountable for damage that existed prior to my renting the car. I declined taking the insurance on the vehicle because the car was going to be used on a very limited basis and was garage kept. When I turned in the car, the representative pointed out the damage. We went back and forth about the damage because I know that I didn't cause the damage, but in the end, it was his word against mine. He said that I just had to pay the $250 deductable and that would be it. Enterprise charged my credit card $404.47 for the rental fee, plus the $250.00 deductable. Now I am receiving another bill for $61.71. This is absurd.I feel that the submitted claim by Enterprise is a form of extortion, and they are taking advantage of me by making me pay for prior damage to the vehicle while the car was in my possession. Im tired of this issue. I want justice for this claim.Desired Settlement: I feel Enterprise took advantage of me..and Im sure they have done this to other people and got away with it. I want my $250.00 back, I have been ripped off due to the fine print in their contracts.

Review: 1.) On Saturday 3-30-13 we rented a mini-van to travel as a family together. We rented the mini-van for the week and were told that each additional day would cost $69.99. No mention was made of Enterprise being closed on Sundays or that we would automatically be charged two extra days if we returned the car on Saturday 4-16-13. We arrived back home one day late on Saturday, 4-6-13. We dropped the mini-van off at the Ledgewood, NJ office after Enterprise had closed on 4-16 and expected to be charged one extra day. However we were charged for two extra days. When I complained to Enterprise on 4-16 I spoke with a [redacted] and he said this information is in the contract we signed.

2.) We were also told on the day we rented the vehicle that each extra driver would be an additional $10. We were not told that the extra driver charge was $10 per day. I didn’t think to complain to [redacted] at Enterprise on 4-16 because I assumed he was going to tell me the same thing, that these terms were written in the contract we signed even though we were not told originally. As a result we were charged an extra $90 (9 days @ $10 per day) rather than the one time $10 charge we were lead to believe.Desired Settlement: We demand that we be refunded the $69 for the extra day that was misrepresented and for the $80 (8 days @ $10 a day) in additional drivers’ fee that was also misrepresented to us at the time we rented the min-van. This comes to a total refund of $149.

Review: Reserved online an economy car for $32.99 per day. When I went to get car the manager said for $3 more, could get a SUV. I agreed. But billed much more, $62.99 per day. So over billed $86.67. Also, Enterprise claims that I returned the car on March 7 at 8:32 am but I returned it the day before, on March 6 at 3 pm. I left for London on March 6 so impossible for me to have returned it on March 7 as they state.Desired Settlement: Refund of $86.67 and accurate description of when I returned the vehicle, not on March 7 but on March 6

Business

Response:

The customer and employee had a communication issue which led to the complaint. I refunded more than the portion she was looking for so she would be satisfied with the rental and the result. We spoke to the customer and clarified the issue with them as well.

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: Car rented from Enterprise while my compact SUV was in the body shop for repair of damage caused by another person and covered by his insurance. Enterprise was to bill the insurance company 'reasonable' charges. Rental agreement rate was $24.99/day. I drove first car home but immediately returned it to Enterprise because of bald tires that slid on icy pavement. Reported car was unsafe for weather conditions. Because of very limited selection of functioning vehicles, I ended up with a [redacted] as listed as the replacement vehicle on the rental form. It was returned after 5 days. At the gas station across the street from Enterprise, I put in one gallon of gas to return the dial to the past the 'out' fuel of 3/8ths of a tank. (Vehicle was just too cumbersome for me) There was no mention or additional paper work on return when the vehicle was checked is as OK. Two months later, a charge of $348.84 shows up on my credit card. The rate should have been $145.73 plus tax/misc. I went to the office and [redacted] refused to adjust the bill to the agreed upon rate. He said the insurance company denied the charge: I did not receive such notice from him or the insurance company. He gave me a 'summary of charges' from Enterprise's system on which the mileage on the first car reported at 0 miles when round trip from the site to my home is less than 4 miles. Mileage on the [redacted] was listed as 97 miles when actual use was 10-15 miles, or whatever less than a gallon of gas runs. Something is wrong here on so many levels. I will find alternate resolution for this, but be warned about this vendor - billing/business practices and check the tires...Desired Settlement: Credit to my charge account of $342.81 (charge is in dispute). Provision of a corrected bill to me and the body shop (who is being very helpful) and make sure that payment comes from the insurer as required because their driver was at fault. For other customers just do the right thing the first time.

Business

Response:

We would like to speak with the customer regarding her recent rental car experience. We have left a message for her and hope to resolve her concern once we speak with her. Thank you, [redacted]Area ManagerEnterprise Holdings [redacted]

Review: On December 6, 2013,I rented a car from Enterprise Rent a car in New Jersey. I as using my personal EZ PASS and the EZ Pass monitor didnt pick up my pass on one particular toll.It did pick it up at every other point during my trip. The cost of the toll was 75 cents. I should be allowed to pay the 75 cents for the toll.Enterprise charged my credit card 18 dollars on top of the 75 cents for "Administrative fees" I should not be paying such an egregious penalty for the EZ Pass monitor being faulty in picking up my pass. And why is enterprise rent a car charging such egregious charges to their customers. Such charges are beyond crimninal. They are scamming their customers in this situation and making an illicit profit by preying on their customers in this situationDesired Settlement: I want Enterprise rent A car to drop the 18 dollar fee for a 75 cent toll. This "fee" is nothing more than a way to scam it's customers with unconscionable fees.

Business

Response:

The $18 fee for a citation is a standard fee and is charged to all customers when a citation is issued, regardless of amount. However, in this case I do believe the fee is excessive for a toll violation that occured. The renter had a toll pass transponder that wasn't picked up by the toll authority. The renter's $18 fee will be refunded.

Thank you,

Controller

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,

Nazreen Ramah

Review: This company has been reporting false information on my credit reports without verifying that I, [redacted] owes any debt.Desired Settlement: For this agency to stop reporting damaging information on my credit and to cease collection efforts and to delete their tradeline on my reports