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Enterprise Rent-A-Car

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Enterprise Rent-A-Car Reviews (723)

Vehicle recovery and licensing fee? [redacted] fees hidden fees and straight up scamsLegal scammersWill never ever go there againCharged me $for a two week rental

On 11/16, our claims department (Damage Recovery Unit) had an email correspondence with the complainant and informed her that the claim would be closed for customer service reasons They will be sending her notification via [redacted] of the claim closure I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] Follow up***11/11/I received a call from the general manager today and he was very helpfulI would like to close this complaint

I refunded the whole amount [redacted]

Chris Ryan is one of the nicest people I have ever met Very professional and down to earth He buried both of my parent within months of each other and did and excellent job from beginning to end Everything ran like clock work and I received so many complements at my parents wakes about how wonderful they looked and how beautiful the funeral home wasI could never thank Chris Ryan enough for all he did during our times of sorrow This is a First Class Operation and his staff are some of the best I have ever seen I have attended many wakes & funerals inTorrington and this is by far the best Funeral Home in the greater Torrington area

***, I have contacted customer and spoken with her in regards to this concernThe discrepancy in the billing was coverage which she admitted she had selected but she didn't realize that would be taken out of her $deposit and then she extended twice and was only updated for total balance and not additional $ I agreed to refund the coverage so she would be happy and get the amount back that she had expectedI have also spoken with [redacted] about this situation and deposit updates and documenting the contract so his team can prevent this from happening againPlease let me know if you need anything else from me regarding this [redacted]

Hello, This was resolvedWe refunded the customer the $that they felt was excessive Thank you, [redacted] ***

We have spoken with the customer and it has been resolved Refund is being processed [redacted] Regional Rental Manager San Gabriel Valley/ Inland Empire Region ###-###-#### office ###-###-#### direct ###-###-#### cell ###-###-#### fax [redacted] Sa [redacted] [redacted] *** [redacted]

To Whom It May Concern; [redacted] has been refunded in full for $We apologize for the inconveniencePlease advise if anything further is required.Sincerely,Alexandra Z [redacted] Customer Service SupervisorEAN Holdings [redacted]

spoke to the customer and resolved the issueThe car dropped at VW and was not picked up until the next day, damage is only $300, I agreed to refund her $deductible and will let DRU know that we will not be pursuing on the claim due to the dispute [redacted] Area Rental Manager Inglewood/EL Segundo/Manhattan Beach/Hermosa Beach [redacted] [redacted] [redacted] Tell us why here

Hello Mr***, Can you please provide me with a little more information about this experience? I am having trouble locating your reservationWhere did you rent the vehicle from? Please let me know and I will be happy to assistThank you, ***

Initial Business Response / [redacted] (1000, 5, 2015/10/08) */ Received Letter from Sent email to [redacted] Area manager and [redacted] Branch Manager to contact customer and resolve dispute - [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't understand their responseI have already talked with a manager (KMoore) in their branch in person and provided all the documentation about the issueI don't understand why they want to contact me to resolve the disputeTheir response should be obvious based on the factsThey should acknowledge that I owe them nothing and drop the issueIn any case, I am out of the country now until November 5, If they want to contact me via email at [redacted] that is acceptable but I see no need for this discussionAll the facts were confirmed when I spent an hour in the Merkle branch office in Norman on September 1, and talked with K Moore for over an hourShe acknowledged in writing that I owe nothing and I sent in that documentationWould you please tell me what there is to "talk about with the customer"I can't imagine what more information they needThey should respond and let me know why they still think I owe them anything when I have already sent in documentation from their own manger acknowledging that I do not owe them anything Final Business Response / [redacted] (4000, 11, 2015/10/15) */ Copied this response to Area Manager [redacted] for him to resolve- [redacted] Final Consumer Response / [redacted] (2000, 14, 2015/10/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) They have completely resolved the complaint as I requested in my favor and have promised not to send me any more bills or harass me any moreThat is niceHowever, they once before also agreed to resolve the complaint in my favor and not send me any more bills, but then reneged on that promiseSo we'll see if they keep their word this time

This email is a follow up to our conversation regarding complaint [redacted] I have refunded the entire amount of the customers purchase of $I wasn't able to contact the customer with the number we had on file because there wasn't a voicemail I hope I have satisfied the request and will try and follow up with the customer at a later date

I spoke to [redacted] who now understands how the application process works in that her personal information was filtered directly to the banks to whom she was submittedI also reassured her that none of her personal information that she filled out was stored on the device in questionAfter the call she was fully aware of the finance company’s requirement of more money down and assured me she would go back onto the site and click that her issue was resolved [redacted] Regional Car Sales Manager [redacted] [redacted] Tell us why here

Initial Business Response / [redacted] (1000, 5, 2015/06/15) */ Enterprise Area Manager [redacted] ( [redacted] has contacted the customer in response to her disputeThe customer has been found contractually responsible for the hail damage to the rental carShe has admitted that the hail storm did occur while she had the rental in her possessionHail damage is difficult to see with the naked eye, which is why upon discovering any amount of hail damage at the time of return, Enterprise will immediately send the car to a body shop in order for a professional to determine the extent of the severity of the damageThis is standard and required procedureThe windshield replacement has been rectified and the customer is not going to be pursued for the windshield damageThe customer will be pursued for the hail damage Thank you Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) My dispute is with their method of discovery, Enterprise took the car to a body shop and put my car under a "special light" and discovering additional damageUnless rental cars are put under their "special light" with each check in and check out there is no way possible to say any additional damage viewed under a special light was due to damage occurred while in my possessionI have provided high resolution pictures of the vehicle upon return where there was only one visable hail damageI was informed that I would be receiving pictures of the damage that the body shop provided, as of this date I have received noneI have always maintained that I will pay for damage occurred while in my possession, not for damage before or afterRentals are the Shawnee are kept outside and before and after I had this vehicle, storms were constant and frequentAlthough they claim they run and put them under cover when it happens but we all know if you live in Oklahoma, sometimes you are running to get your vehicles under cover, you can't make it every time especially with multiple vehicles Final Business Response / [redacted] (4000, 9, 2015/06/29) */ All rental cars are inspected at the time of rental and returnMrs [redacted] inspected the rental and signed, agreeing, to no damageUnfortunately, the car incurred hail damage while on rent to Mrs [redacted] The car was moved inside a hangar at the Shawnee airport every night until moved to the body shop for repairsThe process for hail damage repairs is the same for every carThere is nothing to debateThe rental car did not incur hail damage while on the ground at the Shawnee airportEnterprise has conducted in-depth research to ensure we are pursuing Mrs [redacted] for the appropriate damageAll further communication with Mrs [redacted] will be from our Damage Recovery UnitThat phone number is XXX-XXX-XXXX [redacted] OKC Area Manager XXX-XXX-XXXX office XXX-XXX-XXXX cell XXX-XXX-XXXX fax [redacted]

Initial Business Response / [redacted] (1000, 13, 2015/07/20) */ Email was sent to Area Manager [redacted] 7/6, again 7/7/ [redacted] left a voicemail for this customer to discuss the issueHe is awaiting a responseWe will follow up today 7/Thank you

Good Morning, I spoke to [redacted] on Tuesday and we came up with a resolution She originally booked a retail rental with a monthly rate and at the end of the rental her husband returned the vehicle and mentioned USAA Our representative searched their name and a direct bill was in the system, so it was matched to the ticket I walked her through the situation and Teresa refunded her car yesterday In actuality the customer ended up paying less overall, but thought she and USAA should be awarded the 16/day rate because that’s what she booked through Expedia Thank you, [redacted] Area Rental Manager South San Diego [redacted] [redacted] Tell us why here

After reviewing the circumstances about the claim we have decided to continue to pursue the customer for the damagesAt the time of his initial return we discussed the damages with the customer and his responsibility to repair thisCustomer admitted to towing with the truck but did not think that he had done anything that would damage the rear bumperWe reviewed his contract with him which showed no damages to the vehicle when he checked it out and also reviewed the previous contracts which also showed no damage to the bumper areaThe customer then asked to re-rent the truck to go show someone else the damagesCustomer returned later that day to return and had attempted to repair the damages himselfAt that time we discussed that the we still needed to get this repaired professionally and that his attempts did not meet our standardsHe then left again with the truck and attempted additional repairsUpon the final return we once again addressed that the repairs did not meet to our standards and we would be sending this to be professionally repairedCustomer at that time said he would dispute it due to his feeling of the repairs being adequateWe have attempted to contact the customer since this claim was filed but he has not responded to our attempts to contact him

Initial Business Response / [redacted] (1000, 6, 2015/10/30) */ In an effort to be completely transparent with our claim process, we have provided our customer a copy of the repair invoice we have paidThe invoice includes a 15% discount from the vendor and we have passed on the full amount of that discount to our customerWe can state with confidence that we are not overcharging in any way to repair the damage Additionally, we have contacted our customer via email to offer any additional information related to the claim process or repairs, but we have not received a response As part of every claim process, we also review prior contracts and vehicle history to determine if damage is pre-existingThis review is ongoing and we have yet to identify any unrepaired pre-existing damage related to hail

Spoke with customer She did not realize that she didn't park at Enterprise and said that was obviously a huge error on her part She said she does not deserve anything to be taken off the bill and apologized However, she did ask me to do whatever I could do for her I was driving, so I let her know I would text her tomorrow when I had her bill in my hand She works nights and said when she's not working she is sleeping She asked that I text her and she will text back with what time she can talk, but doesn't want me to call or I'll wake her up during the day She said worst case scenario we may have to talk on Saturday or Sunday if she's not able to tomorrow or Friday Once I look at her bill and what we had to pay out to get her car out of the parking structure, I'll see what I can do for her for customer satisfaction She said anything helps [redacted]

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Description: Auto Renting & Leasing

Address: 16042 Main St, Hesperia, WI, 92345-3561


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