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Enterprise Rent-A-Car

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Enterprise Rent-A-Car Reviews (723)

I rented a car at the 1900 West Liberty Ave location. Their customer service representative was not attentive while I walked around the car to look for prior damages and did not even walk around with me. I pointed out multiple areas with existing damage, which she quickly said they "don't count" with out even giving them a good look. I assumed these damages weren't worth writing down and she seemed like she was busy so I signed the papers. Upon returning the car now the scraps I pointed out earlier now are an issue and their now my responsibility. So I'm stuck with a $730.80 bill for damages that I pointed out prior. Whether they have records of this damage or not is not my responsibility nor is it to pay for prior damages. When picking up a car from Enterprise their service representative says scrapes don't count but when dropping off the car is scrutinized with a microscope. And how can you fix the car with out having my insurance look at the damages first?! Are they running a car rental company or a used car lot?!?

Review: On August 24, 2016 I made a car rental reservation for pick up on Friday, August 26, 2016 at 3:00pm with a return date on Saturday, August 27, 2016 at 3:00pm. I completed my reservations on the Alamo website and picked the special (Car Summary, Drive Happy Deal, Vehicle Determined at Time of Rental (Compact or Larger)) for a total of $44.36. I picked up my car with no problem, but the returning the car is an issue. When I picked up my rental, the customer service lady charged me $44.36 on my card. My Flight going home left Saturday August 27, 2016 at 3:45pm and the plane start boarding at 3:10pm, so I had to be at the airport by 2:00pm. Before dropping the car off, I purchased enough gas for the car to be full right at the gas station located at the airport. I returned the car, but was told by an Alamo employee to drop the keys off in a box. I found that strange since most rental places wants you to drop the keys after hours. I did what I was told and went home. The next day I looked at my account and seen I was charged for two days one for $54.96 (included a $10.50 gas charge-I filled the tank to full) and another one for $44.46. I called the customer service and was told I was charged for 2 days. I explained what happen and she credited the $44.46 (which I told her was the wrong one to credit). She told me a rep from the place I rented the car from would contact me. I spoke with greg from the Pittsburgh airport Alamo and he told me he would credited me the rest of the $8.47, which I thought was strange since I was wrongly charged for gas. Well it's now Thursday September 1, 2016 & I still have two charges one for $54.96 & $52.73, with a $8.47 credit which equal a total of $99.22. I was only suppose to be charged $44.46, which means Alamo overcharged me $54.76.Desired Settlement: $54.76 credited back on my account

Business

Response:

To whom it may concern: Marilee M[redacted], the Assistant Manager who overseas the branch in which Ms. [redacted] rented, spoke out to this customer via email (see attached email) Marilee explained that the 54.96 was never charged it was just an authorization and the only amount that was actually charged was the $44.36. She sent Ms. [redacted] a copy of the receipt and showed her everything mapped out.

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.

Review: Reserved a cargo van. My son had to be out of his house at [redacted] University by 5 pm, so I was on a very tight schedule. I called 4 days in advance to make sure a van would be there, and I was assured that there would be one available. This happened last May as well. When I went to pick up the van I had reserved it was not there. Enterprise asked me if I would drive 30 minutes away and I would be given a small truck. I obliged, but when I got there, no truck was available. Enterprise needs to make it very clear to consumers that their definition of a reservation does not mean the reserved vehicle will be available as promised.Desired Settlement: Reimbursement for expenses caused by reservation not being honored. I was forced to use another company which cost me $21.65 above and beyond what Enterprise would have received from me.

Business

Response:

On May 23rd,

2016, Area Rental Manager, Darrin W[redacted] reached out to Mr. [redacted]

At that time, Darrin apologized for the situation and

the shortage of vans on 5/15/16. He also discussed the factors of one way

rentals and long term rentals, sometimes leaving branches short for the college

moving season. At the conclusion of the call, Darrin let him know that he

would request the check to reimburse him for the rate difference of our

competitor. He thanked him for calling and remedying

the situation.

A

check has been issued in the amount of $21.65 to the Mr. [redacted]

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.

Review: I rented a Nissan Rogue from Alamo 4/23/16 at Pittsburgh international airport. The vehicle had approximately 25,000 miles on it. I drove it for about 5 minutes and made it 3 miles from the airport when the engine shut down on the highway. I called Alamo and told them I need help. They asked if I was in a safe location. I told them no, I broke down in the middle of the highway. They told me to hang up and call back once I'm in a safe place. I had to attempt to restart the vehicle and allow it to roll to the side of the highway before they agreed to assist me and send a tow truck. I sat and waited for over one hour, and a local police officer stopped to check on me. He gave me a ride back to the airport, as I notified Alamo of the vehicle location for the tow truck. I was given another vehicle. Recently I received a bill for $8653.05 with claim #[redacted] stating the engine was a total loss. There is no way that within 5 minutes of driving the high-mileage rental that I destroyed the engine block. It is a predatory practice for Alamo to stick me with such a bill for a vehicle that may have needed serviced previously.Desired Settlement: Remove liability for the $8653.05.

Business

Response:

Alamo Rent A Car Damage Recovery Unit [redacted] Revdex.com – [redacted] Re: [redacted] Alamo Rental A Car Claim Number: [redacted] We are in receipt of your email of May 23, 2016 in which Mr. [redacted] disputes responsibility for the damage caused to his rental vehicle. This office handles damage claims for Alamo Rent A Car. We appreciate you giving us an opportunity to investigate this matter further. Mr. Jacobs rented a 2015 Nissan Rogue on April 23, 2016 from the Alamo Rent A Car location at the Pittsburgh International Airport. Mr. [redacted] left the rental lot at 8:18pm and called our roadside service center at 8:50pm saying that the rental unit was smoking. We brought Mr. [redacted] another rental and towed the Nissan Rogue back to our location. After inspecting the Nissan Rogue we discovered undercarriage damage, road debris and radiator damage. After repairing the radiator we discovered that the engine had seized due to overheating. Our unit suffered damage in the amount of $8653.05. As such we sent Mr. [redacted] a bill for the property damage. The terms and conditions of Mr. [redacted]’ rental agreement (Section-6), specifically states “Renter accepts responsibility for damage to, loss or theft, of, Vehicle, Optional Accessories or any part or accessory…………….The Nissan Rogue was not damaged when Mr. [redacted] left our lot. And the damage occurred while he was operating the Nissan Rogue. Therefore, we will continue to hold Mr. [redacted] responsible for the engine and radiator damage caused to our Nissan Rogue. Our claim remains unpaid. We would appreciate an opportunity to discuss these fees directly with Mr. [redacted] and come to an amicable resolution. Should you require any additional information, please do not hesitate to contact our office. Sincerely, Tulsa Damage Recovery Unit ###-###-####

Review: Services showed up by searching cannot be delivered. Agent in north hill location is rude.

We made a reservation for a two-days minivan rental. Scheduled to pick-up on Sept. 2nd 6:00 pm, and return on Sept. 4th 5:30 pm. We used the exact time slots to do the search, and Enterprise is the only option for us (if we do not want to go to the airport for renting a car). So we choose Enterprise and the location of North Hills [redacted].

I called today to confirm this reservation, and the agent told me that on Sunday they will be closed at noon. So if we drop the car after 12:00 pm, it will be charged one extra day. Additionally, since Monday is a holiday, so they will charge extra 2 days. I don't understand why the search result did not consider the working hours of the location, which should be an easy clause. Now it is clear why Enterprise is the only option we have in town, because it lies about the service it provides. It is so unfair that the customer searched the service with the correct time, and price shown up is much lower than it will be charged (without any notifications).

The agent who answered my phone was rude. I was asking if I did not call in advance, when he will let us know the scheduled return time will charge more than it should be. He told me that he will let us know when we pick up the car, which means when the time is too late to reserve from other companies. His attitude clearly told me that if I do not think this is good, then I am welcome to choose others... I even brought up some possible solutions, like whether we can return to other locations which may have longer working hours on Sunday. Obviously, he has enough customers.Desired Settlement: provide the service as it shows. full two-day rental (not from night to noon), same location, no extra charges.

Business

Response:

To whom it may concern~ The Area Rental Manager, Nate K[redacted], that overseas this renting branch has reached out to the potential renter himself. There was a miscommunication when she initially contacted the Bacbcock BLVD store. She needed two reservations, with returns on Sunday and the employee at the time, told her that she would have to pay until the next business day. Nate apologized for confusion, set up two new reservations for a Sunday return plus added a 20% discount for the inconvenience. She thanked him and is picking up today (9/2/16) !

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.

On February 2nd, 2015, [redacted] arranged for a Rental Vehicle while my truck was being serviced. The rental was from Enterprise Rent A Car. Enterprise was scheduled to pick me up from [redacted] at 10:15 a.m. they however, did not show until 11:45 a.m. They drove me from [redacted] to Enterprise in their rental truck. When we got to Enterprise we did a brief walk around of the truck checking the body and glass. I then took the vehicle to go about my day. I dropped off the rental truck back at [redacted] (as requested by the [redacted] service manager) on February 3rd, 2015. Enterprise then picked up the vehicle from [redacted] and drove it back to Enterprise. Later that afternoon I received a voicemail that there was "considerable undercarriage damage" done to the front of the truck. I went there immediately after I was off work and they showed me the damage and said I would be held responsible. They took the vehicle to [redacted] and had it inspected and then [redacted] after their investigation found me at fault. I strongly disagree with this decision as I had done anything to the vehicle nor hit anything that could have caused the damage. I talked to the [redacted] and explained my situation and they over turned my minus rating and my understanding they found me not at fault.I have had several phone calls back and forth with Enterprise (Head Office in Toronto). Enterprise with the second last phone call said they would do an internal investigation. They still find me at fault after that investigation.I at no point in the possession of the rental vehicle had an accident nor did anything to cause damage to the vehicle. I drove the vehicle a total of 35.5 km in the 24 hours I had it. A employee from Enterprise drove from Enterprise to [redacted] as well as the last person to drive the vehicle was an employee from Enterprise who picked it up from [redacted] and drove it to Enterprise. Their employees were the last ones to drive it and nor did we check the undercarriage during the walk through.[redacted]Desired Settlement[redacted]I would like this resolved by them accepting responsibility and pay the bill, not send it to collections.

Review: I rented a car from this National Car Rental location on 07/15/2016 for a paid business trip out of town. I was forced to place this transaction on my personal credit card because my General Manager for the business I work for did not have his corporate credit card on him at the time and a hold for the amount was placed on my personal credit card. However, my General Manager did call in the next day 07/16/2016 and spoke with the manager of this location and had his credit card charged for the car I was renting so that the hold on my personal credit card could be removed. The car was returned on the evening of 07/17/2016 and I was given a receipt and notified that the charge had been taken care of. On Tuesday 07/19/2016, the hold on my credit card was removed but a new charge for the car was placed on my account. I have called and spoken with the manager of this National location multiple times and was notified that this was a glitch in their system and that their accounting department was working on a fix. I have also taken this issue to the manager of Enterprise Rent-A-Car who oversee's both locations and was told he would look into the issue. I contacted the customer service line for this business today 07/24/2016 and was told that they could not help me because no notes were left on my Renter's Agreement that the credit cards had been switched or that an issue was happening with the refund. I have since received multiple over draft fee's on my credit card because of this money not being refunded to me and I have not been given a time frame as to when I can expect this glitch to be fixed or a refund given to me.Desired Settlement: I want my charged amount of $261.87 refunded to my credit card and I want this business to cover my $50 in over draft fee's I have received because of this business not refunding my money in over a week.

Business

Response:

Our Area Manager that oversees that location has attempted multiple times to reach out to the customer. Unfortunately, the customer has not answered nor returned the phone calls. Our Area Manager has reached out to his Branch Manager of that store and the Branch Manager states prior to us receiving this complaint he believed all issues were resolved at the location with the customer. Please have [redacted] reach back out to the ARM if he is not satisfied. Thank you!

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory for me. This issue has been resolved, and no further contact is needed.

Regards,

The company will not refund my deposit or refund a service that I did not need.On Friday 12/27/13, I took my truck to be repaired at [redacted] sent me to Enterprise for a rental until my truck was repaired. I was told that I had to pay a deposit of $30, which I would get back upon me returning the rental. I told [redacted] who is the branch manager there that I had full coverage insurance and would not need their insurance. When I went out to the rental car, a employee named [redacted] went with me. She handed me a contract and said to initial in three spots. She did not tell me that I was initialing for their insurance otherwise I would have not initial the papers. I returned their car to them on 12/30/13. As of today 1-7-14, I have not received my $30 deposit back and I was charged for their insurance or $40.50. I have called and spoken with [redacted] and [redacted] and they both said that my $30 deposit was returned and it hasn't been. When I asked them about the $40.50, they it was for their insurance. I told [redacted] that I told her in the beginning that I did not need their insurance. She said the [redacted] told me what I was signing but she did not. I told [redacted] that I wanted to be refunded my deposit and the insurance but she refuses. I feel as though I was misled into signing their contract because they were not truthful with me.Desired SettlementI would like my $70.50 back ($30 for the deposit and the $40.50 for their insurance).Business Response Mrs. [redacted] had signed for our additional protections during the rental her total with protections and fuel option was $130.47 which then Mrs.[redacted] disputed taking out, even though she signed the contract that way. The car while she was in it wsw fully protected through us, which has a cost asscociated with it. At the end of rental our stoe manager did agree to try to make her happy by refunding her $59.97 of her money owed to split the difference with her. The additional $70.50 of her bill was what was left oevr for her to pay after working with her to lower her total to try to make her happy. No additional refunds will be applied in this case.Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept their response because they lied to me. They did not tell me anything about the additional protection that equal to $130.47. They still DID NOT return my $30.00 deposit, like they were suppose to. I told them I DID NOT WANT THEIR INSURANCE but they gave it to me anyway. I have my bank statement showing that they DID NOT RETURN my $30.00 deposit. Plus they DID NOT TELL ME WHAT I WAS SIGNING FOR. All that lady said was to sign for the car, which is what I did so she deceived me.I am very unhappy with Enterprise and will NEVER go back to them again because they don't tell the truth and they will deceive you. Final Business Response

On May 26, 2014, my wife and I rented a car from the [redacted] Airport branch of Enterprise Rent-A-Car as part of our honeymoon travels. We had requested a compact car, but when we arrived, we were given a 4-door [redacted] pickup instead. Our rental was one-way; after driving it for a day, without incident, we dropped it off at the Enterprise Rent-A-Car at the Columbus, MS airport around 2pm on May 27th. When we dropped the truck off, the Enterprise representative did not inspect the truck with us; he simply took our keys and sent us on our way. Since we had sustained no damage during our travels, we didn't think anything of it. On July 3, I received a phone call from Enterprise Memphis claiming that the truck had sustained damage on the rear driver's side fender. We were told we would receive more details by mail. On July 10th, we received a brief letter that stated there was a "dent on rear driver fender". There were no photos or cost estimates in this letter. We immediately disputed this claim, since we had not sustained any damage while the truck was in our possession. On July 24th, Enterprise sent a letter stating that they had investigated our claim that we hadn't damaged the truck, and they found that we were still liable. During this "investigation", no one from Enterprise ever called us to take our statement, and no claims agent was ever assigned to us, even though we were told that both those actions would be part of the investigation. On August 13th, we finally received a bill, for $1,671.52. The bill revealed that repairs had been performed on June 2- we didn't even receive notification of the alleged damage until a month later. The photos included with the bill (the first photos provided) showed paint scratches on the driver's door- NOT the dent on the fender alleged in their original communication to us. Our insurance agent also discovered that Enterprise didn't file the damage claim internally until May 28- a full 24 hours after we turned the truck in.Desired SettlementEnterprise was negligent when we dropped the truck back off (failing to conduct an inspection), and they have dragged their feet throughout the process (we weren't informed of their claim until 36 days after we'd turned the car in). There are also discrepancies in their descriptions of the alleged damage (dent on fender vs. paint scratches on door) and in the timing of their filing (24 hours after we turned the truck in). Since we did not damage the truck, we want this bill dismissed entirely.Business Response To Revdex.com, From the correspondence it appears that Mr[redacted] has raised a concern regarding the damage noticed on the vehicle during the return. My office has reviewed this claim and spoke to the Branch that handled this transaction. As a matter of process, we train our employees to conduct an inspection of the vehicle with the customer both before and after the rental contract process. If damage is found before the customer takes the vehicle, we mark it accordingly on the contract and the customer agrees to the condition prior to signing the contract. If during the return process damage is noticed our employees are trained to type a damage claim to denote the damage and to ask the customer to pay their deductible. During our review and investigation into this instance, there is some question about whether or not Mr. [redacted] is responsible for the damage. We are not confident that the damage is attributable to him and for that reason we have advised our claims department to close the file and to not pursue the claim. We always view any inquiry into our business from the customer's point of view and pride ourselves on being the leader in customer service throughout the entire rental car industry. We strive to provide a pleasant and enjoyable rental experience on each and every rental interaction. We are always training and reinforcing best practices with our branch employees and will use this incident to strengthen our processes. Thank you for your inquiry into this matter. Thank You [redacted]

I requested a rental car for May 21st 2014 when I got there they said they didn't have a car avaiable and wouldn't get one until the next day. I said ok so I waited until the next day which was 05-22-14. When I got there everything was ready to go [redacted] did the paperwork she said there is a 150.00 deposit that is returned if the car is brought back in the same condition it was given in. I rented the car for a week which was 241.99 insurance included and the 150.00 deposit which totals out to 391.00 total with taxes and fees 418.61 I paid before I left the business I asked[redacted] when do I return the car she said by the end of the business day on the 29th and they close at 6 pm. I got there at 4:30[redacted] was not there but Steve did the transaction and he said I'll be getting my 150.00 deposit back within 24-48 hours and that the car was clean in fact he rented it out 5 minutes after I got there. After I left the business a transaction was made on my credit card of 81.22 I called and Steve he said I kept the car another day and they had to take the money but I still should receive my deposit back I told him[redacted] said I could bring it back by the end of closing He said that he would speak to[redacted] I informed him I was not told about what he is referring to. Fast forward 06-02-14 I still had not received my deposit so I called spoke to[redacted] and she said the deposit is for insurance I told her she already took the money out but she said there is nothing can be done and that's that. So I'm asking Revdex.com to help me get my money back please because she already took the insurance money and stated she didn't so she took it again.Product_Or_Service: Rental CarDesired SettlementI would like to get my money back and they never have to worry about me renting again. I want the 150.00 deposit plus the 81.22 for them charging me an extra day (which did not happen ). I have witnesses who can state what [redacted] said pertaining to the whole contract.

On 11/21/2014 my wife and I were taking a trip to [redacted] to be with my daughter who was having surgery the coming Monday. Planning on be on the road as soon as possible, I arrived at Enterprise Rent-A-Car in [redacted] to pick up the truck that I had reserved. When I arrived I was told that the truck was not there because it was in [redacted] being swapped out for another vehicle because the [redacted] location did not have a truck available. We were told that they would bring the truck to our home within the hour.We were upset over this delay but had no choice. An hour later a man from Enterprise in [redacted] called and wanted to know where I was. I told him I was home waiting for the vehicle. He said there was some misunderstanding but he would bring the vehicle, which he did around noon.He took about 5 minutes with me to go over the vehicle and the paperwork.Since we were so late now we immediately left for [redacted] we got to [redacted] a friend told me that beer bottles were in the bed of the truck. I was shocked and got them out because this could have been very bad for us if we had been stopped by the police. On our way back home from [redacted] we stopped to get gas and the driver's side door handle just flew off. My wife suggested I put it back on, but I declined to do that because I did not want it to come off while we were driving on the highway and also I wanted Enterprise to know that the handle was defected. When I returned the vehicle I told the rep about the defective door handle and he said that there should be no problem and thanked me for letting him know. A few days later Enterprise calls me and tells me that they want me to pay for the door handle because I broke it and that I need to file an insurance claim. I have disputed this now time and time again, but Enterprise is insisting I pay damages, admin fees, loss of use and diminishment of value for a vehicle still under warranty.I did not break this and they know it.Product_Or_Service: [redacted] BH2WAccount_Number: XXXXXDesired SettlementClose this fraudaulent claim against me and stop billing me for the repairs that I do not owe. This vehicle is still under warranty and this defective part is covered by the vehicle's warranty and I want Enterprise to cease this deceptive practice of trying to double collect on repairs.Business Response Contact Name and Title: [redacted] MgrContact Phone: XXX-XXX-XXXXContact Email: [redacted]@erac.com I am writing you in response to a complaint received from a customer. It is true that we did not have his vehicle when he arrived to pick it up on the morning of the [redacted] It is the, sometimes unfortunate, nature of our business that our product is mobile, and often times vehicles return to locations that we do not intend or anticipate them returning to. In this particular case the customer was forced to wait 2 hours at his home where we delivered the vehicle and for this wait I discounted the rental $25.00, which is more than the cost of half a days rental. At the time the customer agreed that this was fair and was content with the discount. Upon return I personally took care of this customer and there was never any mention of beer bottles in the truck nor do we have any notes indicating that the customer mentioned finding any refuse in the vehicle. As for the door handle, we do an inspection before we allow our customers to take possession of any of our vehicles and this vehicle was found to be in good condition by both the customer and an Enterprise Representative who inspected the vehicle together. We had an independent qualified repair facility repair this vehicle and it was determined by them that the door handle was a result of damage and not something that would be covered under warranty. I hope this response is helpful and I ask that you please keep me informed. Regards, [redacted]Enterprise Rent-A-CarBranch ManagerOlive [redacted]Tel. XXX-XXX-XXXXFax XXX-XXX-XXXX Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I do not know what DAMAGE to the door that they are referring to. There was no damage to the door handle that I could see. When I stopped to get gas at a service station and opened the door from the inside, the handle simply fell off onto the pavement. The vehicle had not been involved in any accident at all while I was driving it, therefore, I have no idea how Enterprise can even indicate that I could have caused any type of damage. If there is any damage to the door handle, then it happened prior to my taking possesion of the vehicle. It is quite obvious that any damage that might have been sustained by this vehicle was definitely acquired before I got this vehicle. I would like to know how does Enterprise explain how I might have damaged this door handle?This is a blatant attempt to extort money from me when Enterprise knows very well that I did not damage that vehicle.Final Business Response We have reveiwed this case again and have found no fault or mistake on behalf on Enterprise Rent-A-Car. According to the terms and conditions of the rental agreement, the renter is responsible for any change in condition of the vehicle regardless of fault or negligence. A certified repair facility inspected the vehicle and determined that the door handle was broken and not faulty. There was no evedince of a factory defect. The renter rented the vehicle in good working condition with a functioning door handle. When the vehicle was returned, the door handle was broken. The door handle had to be replaced and could not be repaired. However, we have made the decision to not pursue this claim any further and will pay for the repairs. It is very important to our company to resolve issues to maintain good cusotmer relations. We hope that this resolves this case.

I was put on the do not rent list and enterprise will not tell me why.February 12, 2016 I rented a car from Entrperprise. However while I was still in the rental, I was contacted and told to return the car immediately due to being placed on a do not rent list. I have contacted the company on numerous occasions over the course of nearly two months and no one from the company has even tried to reach out to me shed light on this situation. I have not received anything in writing stating the alleged charges and why I have been placed on such list. Desired SettlementI would really appreciate it if the company tells me exactly why I am charged and why I was placed on a do not rent list.Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]@ehi.comThe customer rented a vehicle in February 2015 in which there is an outstanding balance of $65.32 (Reference DXXXXXX-XXXX). In addition the customer recently had a rental out of the [redacted] in which the vehicle was not returned at the designated time. Enterprise Rent A Car started the process to repossess the vehicle. Due to the severity of the situation the customer is not eligible to rent from the company in the future.

The Chrysler 200 that I was given had expired tags. I showed up an hour before closing time to return the vehicle and the manager was locking up the business. I knocked on the door and the manager stated that an important meeting had come up and that I could return the vehicle the next day. I had already made special arrangements to get off of work early to return it. I was extremely displeased with the service and won't use them in the future. ","neg-1

On Monday, January 4, 2016 a car was returned to Enterprise rental that I rented on Thursday, December 31, 2015. Although I was the primary driver on that rental agreement, my secondary driver, my sister returned the car. When the car was return, the charges on my bill where not the charges that were agreed upon during the initial rental agreement. [redacted] was my first choice for the rental but they closed before I could make it there. I called Enterprise to see if they would negotiate the same price that was quoted to me by [redacted] was the management that answered the phone. He agreed with the $140 rental fee for Thursday-Sunday. However, Enterprise was closed on Sunday due to the holiday so I was told to return on Monday morning with no extra day charge. [redacted] was the service rep. that assisted with the rental agreement. She started charging a different price from the original quote until my sister and I talked to [redacted]. He told [redacted] that what he said. She asked for my insurance and I gave it to her. Then she said the my secondary drive had to have insurance as well if she was going to drive the car. But there is a sign that said you did not have to purchase the insurance. I told her since I am primary and have insurance, why do I need to buy more insurance. Then [redacted] talked to [redacted] about the insurance. So I was quoted 10 dollars per day. I asked if I could use my [redacted] discount and [redacted] said okay, do you want the 5% with [redacted] or $10 a day for insurance.I took the insurance. Then [redacted] said she would have to charge me a $150 deposit, but I would get it back when the car was return. The lady next to me only had to pay a $50 deposit and did not have to show her insurance card. I was charged more that agreed and I did not get my $150. So, I tried to talk to [redacted] He was very rude. He would not let me try to tell him what the problem was although he was not there. He was disrespectful and belittling. He would not talk to me and told me "bye!" and did not refund my deposit.Product_Or_Service: car rentalAccount_Number: XXXXXDesired SettlementDue to the lack of respect from [redacted] and the fact that [redacted] acted as if she knew nothing about the conversation that took place, I want an apology from [redacted] for treating like nothing and making me cry when I left. I would like [redacted] to apologize for not telling the truth. I have proof of her conversation because called us on our cell phones and discussed some information not talked about in the office. I can have the trans-script ready. I would also like my $150 deposit backBusiness Response All charges for the rental are correct and I have explained it in detail to both parties. The additional driver returned the vehicles and had no complaints until she heard me talking with a gentleman about his charges which was a totally different situation from hers. She stated that our employee told her that we would not be open again till Monday but we would only charge her till Sunday. The employee was present and told her that in fact that was never discussed. Once I discovered she was not the actual renter I told her I could not discuss it with her. Later in the day the renter came in with her and they had differing stories about what was said to them. Ms. [redacted] states that [redacted] said our protection was $10/day, [redacted] being present also explained she never said that l, in fact she said she would help them out with the daily rate and not charge them the normal $10/day additional driver fee. Every renter that rented that day was charged through Monday when we reopened. The customer was mever told we would not charge her. Consumer Response My biggest complaint about the the entire conversation was that [redacted] told me(the primary driver) that I would be getting my deposit back less $36 and some change because of the added insurance. I should have gotten back at least $114. However, as I tried to explain that to [redacted], I asked me why I didn't bring car back myself. I told him that I had to be at work at 8 am. [redacted] talked to me as if I were a nobody off the street, which in fact, I have a master's degree. I know that as I was trying to be calm and explain, he tried to tell me what he thought I was trying to say. However, [redacted] was telling untruths about the conversation we had. The lady next to me didn't have to show proof of insurance. She just verbally told [redacted]. However, [redacted] had me go get my card. The lady next to me also only paid a $50 deposit when I paid $150. I saw discrimination at that point. But, we needed an extra vehicla.

Reserved rental at [redacted] upon arrival was told to go back to [redacted] because [redacted] didn't honor out of town debit cards.On or about 3-23-2016 I reserved a car online at Enterprise Rent-A-Car in [redacted] on [redacted] to be picked up on 3-25-16. Upon arriving from [redacted] I went to to the [redacted] location and was told that because my credit card didn't have enough balance on it, I would need to return to the [redacted] and secure a car. I had originally reserved a Rav4 for 5 days for $214.20 When I arrived at the [redacted] location I was told that that reservation would not be honored so I rented an economy car and used my voucher to upgrade to one car size up. I ended up renting the vehicle for 7 days and was charged 3 different amounts for the car for a total of $372.28. Four separate holds were placed on my debit card totaling $689.48. 03/25/2016Temporary HoldPending Card Transaction at ENTERPRISE -$12.7404/01/2016Temporary HoldPending Card Transaction at ENTERPRISE -$235.2203/26/2016Temporary HoldPending Card Transaction at ENTERPRISE -$69.2404/04/2016Card [redacted] Card Transaction at ENTERPRISE RENT-A-CAR[redacted] on 04/02-$372.28After sending an email in wonderment about the higher cost and an explanation of why I was charged 3 different amounts for the same car I received this email which did not explain the broad range of charges. I was given an explanation of why my debit card was not honored on [redacted] This should have been stated on their website and I could have adjusted and not had my 81 year old day driving unnecessarily.This is the response to my emailResponse: [redacted] - 04/05/2016 01:43 PMDear [redacted], Good Afternoon! Thank you for choosing Enterprise Rent-A-Car, my name is [redacted] Debit cards can only be accepted at local branches for local customers, because they also have to provide additional items such as a utility bills, phone bills, etc that have to be thoroughly checked by the location and fall in line with our debit card policy. You were referred to the [redacted] branch because they will accept a debit card with a roundtrip itinerary ticket and 20% deposit. After extensive review, your rental was also extended a few days, which also contributed to the higher rate. The final rate for your rental will be $372.28 USD, and all holds not pertaining to this amount will be released off of your debit card within 7-10 business days. Please let me know if your have any further questions. Have a great day [redacted]. Sincerely,[redacted]Enterprise Rent-A-Car Customer Service I still have 3 holds on my debit card totalling $317.20.Desired SettlementI would like for the temporary holds to be removed from my card that date back to 3-25-2016. I would also like an explanation of why there are 3 different charges for the same car and why I was charged at $140 more for a smaller vehicle and an addition of only 2 days.I would like some type of credit, an apology, and additional wording online about debit card policy when you are not a local. Business Response I spoke to the customer and explained the different rates and the different charges on her debit card. She said all but 1 pending charge fell off her account and we are going to call her bank for her to see what the hold is for. I explained the debit card process to her and she understands now. As a courtesy I extended out her weekend rate to help off set the extra days she was stranded in [redacted].Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)Everything was done to help explain the different charges. My bank was contacted in order about the temporary hold and my funds have been released back into my account. I would suggest in the future that they honor reservations that are made at other locations. I thank them for their rapid response.

Enterprise is charging me for damages to a vehicle after my rental was complete.Enterprise claims I damaged a vehicle I rented. They fixed the vehicle and notified me 8 weeks later that I owed them $1142. They called my mobile phone after that 8 weeks though, so they had ample opportunity to communicate prior to the repair to notify me. I have documentation of an 8 minute telephone call (most of that time was on hold) to Enterprise on the day of my rental return where they stated my rental car was returned and fine. I did not record the conversation but should have. They have provided me with a few black and white photos showing the vehicle with a spray paint mark on it however I do not discern any damage. They also claim a Loss of Use fee which is typically spurious on any claim of this nature. I checked this out quite extensively after they contacted me. Also notable in the photographs is that they have moved the van prior to taking the pictures so somebody other than me drove that van prior to the pictures being taken. I submitted this information to the Enterprise Claim center and they, of course, flatly reject the information and wish to turn me over to their collection department. I still maintain I did not damage their van and their business practices are questionable at best.Desired SettlementI am seeking for Enterprise Rental car to drop this case altogether, or enter mediation (paid for by them) by an agreed upon legal mediator to reach an agreement.Business Response The customer returned the vehicle outside of the normal hours of operation without permission from branch management. The vehicle was inspected upon the next business day and the condition was noted at that time. According to branch management, an attempt to contact the customer in regards to the damage was made at that time. A claim was created and the vehicle was moved to the body shop to receive an estimate. All of this was done according to standard operating procedures. The matter has been reviewed by our Risk Management staff and the customer has been contacted directly to provide an update.

This branch of Enterprise routinely accepts reservations made by customers by phone and online and provides a reference or confirmation number for the reservation. When the customer arrives, he is told that the size car reserved is not available and it may be a while before one is brought back. The customer is then offered a larger (more expensive car). I am filing this complaint since Friday, May 6 was the second occasion that this happened to me at this branch. I called the number purported to be the [redacted]. office early Friday morning. I reserved the weekend special ($9.99/day for a compact vehicle). I was given a confirmation number. When I arrived that evening, I was told that they had no compact cars at that time, but I was welcome to wait. The agent informed me that the wait could be up to an hour. I expressed my displeasure and informed him that this was the second time this had happened to me. After waiting about an hour, I observed that cars had been returned and asked why I could not have one of those. I was informed that the returned cars were not compact. I continued to wait about another hour. About that time, another agent apologized and said they could offer me an upgrade, i.e., a larger car at a higher rate. I responded that I was not interested in that offer and felt their practices represented a "bait and switch" tactic. A person who identified himself as the manager intervened and said that location did not offer weekend specials anyway!! I asked why I was not so informed when the reservation was made. The response was the call was taken by a party who was not physically present at the location. I was later told that this happens all the time at that location, and that most of the customers there are minorities. I have never been treated the way I was at this [redacted] location. At the very least, I should have been offered any car available to compensate me for my inconvenience.Desired SettlementThat management at this location be counseled and that that they cease and desist relative to the "bait and switch" practice. Customers should be informed prior to arrival at the location that no cars are available.Business Response SPOKE WITH CUSTOMER AND ISSUE HAS BEEN RESOLVED. CUSTOMER RENTED ANOTHER VEHICLE FROM US AND CHARGES WERE WRITTEN OFF.

RESTRICTION OF RENTING FROM ENTERPRISEI booked a reservation around the beginning of the month through my veterans advantage card. I was not flagged to rent during the booking process. When I went to pick up the vehicle which was the day before Christmas Eve I was told that I had a balance to pay and to call XXX-XXX-XXXX. So I called Christmas Eve to find out that they were closed due to the holiday. So could not rent vehicle to see my family this Christmas season and my sick dad. So I called today to find out that I did not owe a balance but that I am on restriction due to a past rental that risk management Supervisor [redacted] decided that I was a risk and she could not reverse the decision if she did it for one person she would have to do it for all. I asked to speak to her supervisor and she told me that the decision is made and there is nothing else they can do. Well I have emails of the conversations with [redacted] and I believe [redacted] helped me as well. I returned the car and they have their money, I don't understand why I am on restriction. I feel that because I am not of the white dissent that I am being accused of stealing. I am a veteran, and no veteran should be treated like this. We took an oath to honor this country and integrity is the most important rule. I am very angered about this and I am wanting to show others how Enterprise really are with their customers.Desired SettlementTo be taken off this list. This is in concerns of my credibility.Business Response Thank you for your inquiry. We have reviewed the situation and our response is below. [redacted] past rentals were reviewed and it was found that there was an overdue rental in October of 2014. It is the policy of [redacted] A [redacted] that if a rental is overdue and we are unable to have the customer return or pay that the rental enters an overdue/repossession process and at that point going forward the renter would not be able to rent in the future, whether the rental is returned and/or paid in full subsequently. [redacted] a [redacted] applies this policy consistently with all customers, if the rental enters an overdue/repossession process the renter are added to our customer warning system and are no longer able to rent in the future. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I have rented cars numerous of times before and never had a problem. I kept in contact with people at [redacted] when I had the car and brought it back to the same location I got it from I bought it back early morning because I had one of my coworkers pick me up on her way to work. I had [redacted] to tell me if I want to take a trip its busses that run as well. I don't appreciate how I am being treated and I am taking it further

This location executes the unscrupulous policies and procedures to a tee. I feel that I was misled to a point of an almost out right lie.The agent made me aware of insurance requirement, declining roadside assistance, optional personal coverage, return fuel requirement, walk around the vehicle to assess any existing damage. At no time did she mention that if I didn't return the car by "X" date, I would be responsible for additional fees. She was very clear in the fact the [redacted] was paying for the car and that my $50.00 (refundable) deposit was a mere formality. As soon as I returned the car and they verified the fuel tank was full and there was no additional damage, my reimbursement would occur.I returned the car when my vehicle was finished. The fuel tank was full and I cleaned the car. I waited 2 weeks for the refund. When I called to ask about the reimbursement, that's when the employees became very annoying. The employees stated that the insurance company declined to pay for the extra days and that my deposit was used to cover the cost. I reminded her that she told me the $50.00 was a formality, and that I want my money returned. She said she couldn't do that and I accused her of deceiving me. We mysteriously got disconnected. I called back and talked to another employee. He basically repeated the same story line. I told him that they are utilizing very deceptive practices that border on an outright lie. He said he could not reimburse my money.He did say he would call [redacted] and [redacted] to see if they would cover the overage.I am caught in the middle of a bad situation. When I talked to [redacted] to set up the rental they never said you only have the car for "x" number of days. When I picked the car up from Enterprise, they never mentioned the rental was only good for "x" number of days. This is may be technically legal but it is very deceptive...Account_Number: [redacted]Desired SettlementI want my $50.00 refunded and I want Enterprise to highlight this practice to potential renter so they are very aware of this practice.Business Response The deposit in question was refunded to the credit card on September 17th. Notified customer of refund. The repair facility accepted responsibility for additional days past the initial authorization from the insurance company.

I am an Enterprise Plus Member. I rented a car from Enterprise April 24, 2015 thru April 27, 2015. It was raining when I inspected the car, upon start of rental. I inspected it, and did not notice the small dent near the bottom of the driver's side panel. Upon my return of the car, the manager [redacted], noticed the dent, and showed it to me. I said to him that I had not damaged the car. As we walked back inside the building, he asked me what was the amount of my deductible, to which I said was $500. He proceeded to ask me for that amount, and I said I had not damaged the car, and I would not be paying anything without talking to my insurance company, first. I found it very odd that he would be asking me for money without so much as an estimate for pop-out of the small maybe 2"-3" dent, which I took a picture of, and of which I repeat, I did not place there. He said he would hold the contract open until the end of the day. I had to insist that he give me a receipt of return for the car, and he wrote on my pink copy receipt-which he had that it was returned at 8a and he initialed it. There were 2 witnesses to this incident, and he ([redacted]) drove the 3 of us back to the bus station to board our buses to our destinations.Today, I received an emailed statement from the company and saw the $500 deduction pending on my charge card, to which I called my charge card company and contested the charge.Desired SettlementI want to not be charged for something that I did not do, and shown time-stamped photos proving that the dent was not there prior to my rental. If I am going to be charged for this, I want to be charged a reasonable amount for the dent pop-out. Business Response I left a message for the customer to call me Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I do not accept the response because the manager began this process by way of written documentation, therefore, I would appreciate an answer in written form. I do not understand why Enterprise representatives appear to not want to go on the record with a written response nor why that one concern has taken almost two months to achieve. Thank you Revdex.com representatives for your continued support in resolving this issue. Final Business Response

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Description: Auto Renting & Leasing

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

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