Enterprise Rent-A-Car

Review: Enterprise refuses to answer the phone in its Pittsburgh, Pa. locatio or to respond via its Customer Service number, as published on the website. I picked up a car in Philadelphia, Pa. on 5-29-13 for return to Pittsburgh, Pa. on 6-3-13. Car was returned to Pittsburgh Airport at about 4:30pm on 6-3-13. I believe I left a personal item in the car. Attempted to contact the Pittsburgh location several times over 2 days. Used the phone number printed on the contract and in the email confirmation of my reservation. No answer -- no person, no voicemail, just a ringing phone. Same thing on sporadic attempts since that first 2 days. Called Enterprise Customer Service, which automatically directed my call to an office identified as Los Gatos, Ca., which is near my home. Spoke with [redacted]. She would email the guys in Pittsburgh, took my email address, would get back to me. Couple of days go by, nothing. Call Enterprise Customer Service, again routed to Los Gatos, again get [redacted], again she is going to take care of it it. Three days later, nothing. So I'm trying to find an adult at Enterprise Car Rental who can do the customer service I think should have been possible in a matter of very few minutes on the phone (I once had a similar situation with a competitor, the whole thing got resolved in less than 5 minutes). I've somehow had the impression that Enterprise service was superior to the competition, probably because the people who in the office are better trained than elsewhere. This experience has changed that impression. I only travel about a half dozen times a year now but I used to travel weekly and the idea of a rental company that won't answer the phone is a non-starter. I have rarely had to call for anything except an extension to the rental but the idea that no one is going to be on the other end of the phone is simply not a situation I'm going to put myself (and in this case, my family) in. Travel is usually stressful and has rigid scheduling constraints, being left at the side of the road with someone else's car and no way to communicate isn't a deal, or even competitive offering, in my experience, at any price. This looks like it's going to Enterprise in Michigan, I don't know why but was the only Enterprise entry that said "All Locations" (I did not find a PIttsburgh location, most locations had no address on the Revdex.com website).Desired Settlement: I'm trying to determine whether a I left a [redacted] windshield iPhone mount in the car I rented from Enterprise, whether it has been found, and whether it can be returned to me. I consists of two pieces, a flexible arm (probably plastic-covered metal) with a suction cup on the end for attaching to the windshield and a detachable plastic mount for the phone which sits on the other end of the arm. If it's not found, it's not the end of the world. I think my experience with Enterprise Customer

Business

Response:

This complaint was handled last month. We found this customers item and it was fed ex back to him. Here is the FEDEX tracking number that was confirmed that he recieved it.

Thanks~

Enterprise Rent-A-Car

Branch Rental Manager of Pittsburgh International Airport

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: Hi,I rented a car at [redacted] airport on November 17th. I booked the car with [redacted].com. They have a tool called 'name your own price', and usually you can get good deals using it. I agreed to pay $250.12 for my rental and [redacted] billed me the same day I made the reservation.When I got to [redacted] I talked to Alamo's representative. He asked me about getting a better insurance. I told him I wanted the exact same reservation I made, and specifically asked for no extra charges. It was late at night, and my two toddlers were cranky. I just signed the contract and put it in my pocket.When I returned the car, I noticed they billed me $362. I tought they made a mistake and Alamo charged me twice for the same rental. After several emails with an Alamo representative, they explained to me that the $362 extra was due to extra services I added to my rental.I explained to Alamo representative that this is mistake and never asked for extra insurance. Indeed, before [redacted] I rented with Alamo a car at [redacted] airport and again, denied extra coverage.

Account_Number: Alamo's Incident: **Desired Settlement: DesiredSettlementID: Refund

I asked Alamo representative for a refund of the extra charges. They just offered me $100.I'd even accept a voucher of $362 for my next rental in Alamo. I always rent with them and overall never had any problem.

Business

Response:

Thank you for the opportunity to respond to the complaint filed by Mr. [redacted]. We sincerely apologize for the inconvenience. We will be sending out $375. that can be used for future rentals with Alamo. If you have any questions, please let me know. Thanks! [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: Rented a car through a local dealership, which had my car in for repair. The vehicle they provided me with had not been cleaned properly and smelled like they emptied an entire can of air freshener into it to mask the fact that it hadn't been cleaned. I almost turned around and took it right back when I left the parking lot and boy do I wish I had. I came by to pick it up at the end of the day and the representative had be do the walk-around to check for damage in the dark (away from their parking lot light) in the rain. The next day when I returned it I was told that there were scratches on the passenger door and that I would be responsible for the damage. I cannot prove that I didn't cause the damage (despite the car being in my driveway and in my line of site at work the whole time I had it) but given the shadiness of the representatives I rented the car from I am not convinced the damage wasn't already there when they gave it to me.

Furthermore, when I went to sign the damage report, the representative told me the fix would be somewhere between $50-$100. I have since been billed by Enterprise for upwards of $600 for these scratches.

I believe that the customer service at this branch was inadequate and dishonest. I didn't choose this reservation, it was chosen for me by my dealership mechanic (to whom I will be complaining), but I can safely say I will do everything in my power to never rent from Enterprise again.Desired Settlement: I would like Enterprise to adjust the damage claim to what I understood I was taking responsibility for at the time of the damage report. I believe that the billing is in excess of the damage that I allegedly caused and that the representatives at the branch were not honest and straightforward with me either when I first rented the car or when I filled out the damage report.

Business

Response:

Upon further review, we understand that we did not conduct a

thorough inspection of the vehicle when Ms. [redacted] received

it. We have decided to waive any responsibility for the damage and will

take care of the claim. Nate K[redacted] Area Rental Manager that

oversees the renting branch, tried reaching out to Ms. [redacted] on

5/9/16. Nate also emailed Ms. [redacted] apologizing for the

inconsistency on our part and explaining that there will be no further charge

to her. To date, Enterprise has not heard a response from Ms.

-----Original

Message-----

From: K[redacted], Nathan [redacted]

Received: Monday, 09 May 2016, 7:56AM

To: [redacted]

Subject: Enterprise

I

am contacting you in regards to the damaged rental car from our South Hills

location. I know we missed each others' phone calls last week but I

wanted to contact you about the issue. I understand we did not

conduct a thorough inspection of the vehicle when you received it and I

apologize for the inconsistency on our part. Because we value you

as a customer, I am relieving you of any responsibility for the damage and

we will take care of the claim. Again, I apologize for any

frustration or concern this matter has caused you. I will

address this issue with the Branch Manager at the South Hills location so he

can do some training with our team there.

Please

contact me so that I know this resolution is satisfactory. Once again, I

apologize for the issue and hope you will continue to use Enterprise for all of

your car rental needs.

Sincerely,

Nate K[redacted]

Area Rental Manager

Enterprise Rent-A-Car Company of Pittsburgh

4489 Campbells Run Road

Pittsburgh, PA 15205

O: ###-###-####

C: ###-###-####

F: [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: We rented a car from them while our car was in the shop. When my wife returned the car to the dealership they stated enterprise would pick it up. Enterprise stated it would be an hour an a half before they could pick it up from the dealership. When it was picked up we were notified there was damage to the front bumper. They called my wife and informed her they would need our deductable to pay for the damage. They provided no paperwork, nothing to sign, no proof that they filed a claim with our insurance. I went after work and looked at the damage. I was told by enterprise tit was only on the dealer lot 15 mins. They then stated they needed 250 dollars for our deductable. When I told them ours was only 100 they stated no its probably 250. They then debited my wifes credit card 250 dollars. Then balked when they had to refund 150 of it. They called us a week later stating we owed 150 dollars for the difference in rental price from what our insurance paid. We notified the dealership, which agreed to pay that difference. They paid enterprise. Then enterprise debited our credit card another 85 dollars the week later, which overdrew our account. Enterprise stated it was for an unfinished balance. Not sure what kind of insurance fraud/ scams they are running but it needs to be stopped. We notified our insurance and opened a claim, Enterprise never did file a claim with our insurance.Desired Settlement: I would like their practices investigated for committing insurance fraud? Are they just telling people they need their deductable without actually filing an insurance claim?

Business

Response:

I have no information on a vehicle rented to a [redacted] could this be under another name and what office was it rented from? Nothing pulls up in my claims screen. I would be more than happy to look in to it if I have additional information. Thanks

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The rental was under my wifes name of [redacted] It could have been rented through [redacted] motors as well since they agreed to pay the difference that our insurance would not cover.

Regards,

Business

Response:

After reviewing the claim that is under the name of [redacted] prior contracts were reviewed to make sure prior damage did not exist. All three contract were clean and not marked with damage. I also found that the claim was reported to [redacted] Insurance, the renters carrier, who paid the claim on January 14th minus the soft costs which were written off and not charged to the customer. I am assuming [redacted] conducted their own investigation. If [redacted] felt their insured, Mrs. [redacted] was not responsible for the damage the claim would have been denied.If you have any other questions, please let me know. Thanks you!

Review: I tried for several hours to rent a car from the Enterprise location near my home. This was 2/22/2014 a Saturday. I tried calling until the end of the business day for this location at 12 noon. The only location that is open even close to my home is the Cranberry location which is open until 3PM on Saturdays. I called this location. It took 3 tries to get anyone to answer the phone, letting the phone ring until it cut off which is over 5 minutes. Then I was told since I do not live close to the location, they would not come to pick me up to rent the car. I feel this is false advertising since their slogan is "The One That Picks You Up". If I was stuck at a repair shop, what would I have done?? I guess I would be sleeping at the repair shop because they would be of no help. If that location is the only one open, it should only metter that I have the money to pay to rent the car. I was trying to get in touch with a location that WOULD pick me up. No customer should have to try for hours to get a person on the phone, especially when they say to press 4 if you need an immediate pick up. That should have priority because someone is in immediate need if they chose that option. If the location is not staffed properly, then the managers should be there to bring the location up to staff. I am a nurse and I cannot abandon my patients if I do not have a relief person on the floor to take over. So if the location is open and a customer is in immediate need of help, they should be assisting the customer. I attempted to use the Enterprise web site to complain. Their live customer service does not work and sending them an e-mail, I received a different error message every time I tried to send the message. And there is no option on their customer service line to lodge a complaint. This needs fixed also.Desired Settlement: I want Enterprise to look at and change their policy so the if the location is the only one open, they will come to the customer NO MATTER WHERE THEY RESIDE. I think that the Revdex.com is an influentical enough organization that they could make that happen. I am not saying they need to go to a different state or anything. They could place a reasonable mile limit, like 50 miles or so. It is only about 20 miles from my home to this Enterprise location. It would not take longer than 1/2 hr to come here.

Business

Response:

This message is In response to the customer complaint that was filed by [redacted]. Her complaint was that we, Enterprise Rent A Car do not offer a pickup service on Sundays. We in fact do pick up customers, but within a well-defined area that did not include where Mrs. [redacted] needed a ride from. We would welcome her business if she had come to our location. We elected to extend our hours at this location because of the demand in this market during this time frame. We are currently the only location in this area with these extended hours with no competitors currently with extended hours. Our intention was to better service the community and to meet business demands in this market. Currently, the location that services Mrs. [redacted] market does not warrant additional hours. [redacted] made several attempts to contact Mrs. [redacted] with no success. We would love the opportunity to discuss this with her and explain the reason for our additional hours at this location. My cell number is ###-###-####. Thanks, [redacted] (Group Rental Manager).

Review: rented a Hyunda Sonata from them on 7/7/14 and signed up for all the insurance that Enterprised offered in thier contract. Explained to the gentleman at the front desk I will be traveling to [redacted]. and back to [redacted] then turning around and going to [redacted]. On 7/15/14 was headed to [redacted] but only made it to [redacted] when the oil light come on. I called roadsied assistance to get another vehicle brought to my location. They picked me up and given me another vehicle but I get a bill in the mail staying I owe them 5,466.33 dollars for repair on the vehicle. They are telling me the insurance will not pay for the damages incurred on the vehicle becuase I have hit and run over an animal. I had someone else in the car who tried to verify with them that this did not happen.Desired Settlement: I want the amount they are claiming I owe them paid for bye the insurance I signed for when I rented the vehicle.

Business

Response:

This claim was actually closed on November 6th and the customer is not responsible. If you have any questions, please let me know. Thanks!

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 revived a letter today saying that I owed 17.oo dollars for tolls from when I rent a car from them. Now the whole time I used the car I had my ezpass in the car. I wanted to add the plate of the car to my account but was told by ezpass that I was already registered to someone else. Then I called Enterprise and they said not to worry that if anything happened they would take care of it.

I can not get any info about where this toll took place but they are saying it was for 5 dollars. They all so say was on the 17th. I asked for proof of the toll charge and they sent me a email with typing in it of our converstion.

I believe that I don't owe this and that the toll is fraud and they are trying to scam me. It would be real easy, if I am wrong since the invoice from turnpike will have my picture on it, for them to prove me wrong.Desired Settlement: For they to waive this 17.00 dollar charge.

Business

Response:

Todd C[redacted], Branch Manager of the [redacted] Enterprise

Rent-A-Car Branch where Mr. [redacted] rented the car from, spoke to Mr. [redacted]

on 4/6/16. At that time, he agreed to waive the $17.00

charge that was placed on Mr. [redacted]’s credit card and the $17.00 was

refunded. Mr. [redacted] is very pleased with our quick response.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and I did talk to the manager and the guy did say Enterprise would refund me but the refund has not happened as of 4/9/16 8am.

Regards,

Business

Response:

There was an issue with actually completing the refund because the Branch could not locate the said $17.00 charge in order to complete the refund. I then went and contacted [redacted] Citations Department in order to look into the toll fee. They confirmed that the only thing Mr. [redacted] did pay was a $5.00 payment toward the toll on line (see attached email correspondence). The $17 fee that Mr. [redacted] speaks of was never charged to him. Todd C[redacted], Branch have tried reaching out to Mr. [redacted] on two separate occasions and has not heard back. Todd is waiting on a call back from Mr. [redacted] in order to explain this to him.

Review: I purchased a used car for my daughter in Jan 2015 and it has been in the shop for service three (3) times. The first time Enterprise paid for the work and then the car had to have work done to it again and Enterprise declined payment which was close to $800 dollars. When I purchased the vehicle it came with a warranty. I tried repeatedly to contact the manager - to no avail - for a whole month - once a week. I also sent a letter to the corporate office.Desired Settlement: I would like Enterprise to pay for repairs to vehicle in full. There is no way they inspected this car before they sold it to me.

Business

Response:

I sent an email to the consumer in an attempt to resolve and have not heard back as of this morning.

Consumer

Response:

Review: I made a reservation over the phone for a 2 day rental picking up on Friday and dropping off on Sunday and were quoted a price of 127.90. After picking up the vehicle I noticed I was charged for 3 days instead of 2 which was 191.85. I called on Monday 1/26/15 and spoke with [redacted] the manager. He said he would issue a refund of 63.95. It is now 2/17/15 and I have still not received the refund. I have made several phone calls and went back there and all he does is blame the credit card company. I asked for a copy of the credit and he said he can't give me a copy because it is at the corporate office. I have also contacted the credit card company like he suggested and they do not have any record of the credit. I would like the credit to be issued.Desired Settlement: I would like a refund of 63.95.

Business

Response:

The customers was refunded on February 20th 2015 in the amount of $63.00

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: Referred to enterprise thru [redacted] insurance,the insurance carried by the gentleman who hit my car in the rear end.the car I rented was a elantra on jan.15 2016.iwas billed by enterprise for 18.86. I called [redacted],was informed by them that she called a branch of enterprise and they told her that it was an upgrade,and [redacted] doesn't pay for upgrades.icalled enterprise and they tell me I did not have upgrade,I hap,ed to the manager at enterprise,she said she would call [redacted] to rezolve the issue,this was feb 19. Never heard from enterprise so march21 I wrote a letter to enterprise as my [redacted] was not credited.and I got my april [redacted] statement.no credit. Upset as I was never informed when I got the car that it was an upgrade ,and after 3 calls to enterprise,they still insisted I did not get an upgrade but was billed an additional3 dollars a day plus tax for an upgrade.enterprise should have had all the information from [redacted] in their computer as to what they would pay.the office manager at enterprise did not follow up properly with her customer,if she wasn't paid I'm sure she would have contacted me.they should have informed me from the beginning that my credit card was going to be charged,as I would have never authorized the charge.thank you.Desired Settlement: Better communication to customers

Business

Response:

Enterprise has decided to refund the renter the $18.86 due

to the miscommunication between the rental branch and Ms. [redacted]. On

May 2, 2016, Brittney F[redacted] , Branch Manager of the Turtle Creek

Enterprise Rent-A-Car Branch where Ms. [redacted] rented the car from, tried

reaching out to Ms. [redacted]. At that time, Brittney left a message

apologizing for the confusion and explained that she had refunded the $18.86

charge back to Ms. [redacted]’s credit card. After no return call,

Brittney then tried contacting Ms. [redacted] again on 5/9/16. To date,

Enterprise has not received a response from Ms. [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 was charged an incorrect amount. I have a account with [redacted] and agreed on $129.00 I did not know I was being upcharged when I selected my car. When I asked the attendant which cars are approved he pointed to a car and said this one is...I initialed and signed an IPad. When I dropped it off I found that I was car upcharged...I would have never took the car if I know he was going to upcharge me as now this is outside of my companys policy. I want a refund for the upcharge amounts I was charged. $129 is what I agreed to...Desired Settlement: I want to be billed the corporate amount I agreed of $129. I was duped into believing I was getting a car for the agreed amount. I was not aware of what I initialed on the IPad the agent had me sign. He told me the car was within my corporate rate and he never verbally told me I had a new price with upcharge.

Business

Response:

We sincerely apologize for the inconvenience. We will be issuing a check in the amount of $129.00 made payable to [redacted] and will mail to the address we have in the email [redacted].If you have any questions, please feel free to contact me at ###-###-#### X[redacted]. 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 to me.

Review: I rented a car from Enterprise. After I returned the car I was charged a $65.00 fee for a citation. They claim I ran a red light in Rochester NY on 3/9/2014. I called them to explain I have never been to NY. And told them if they check the millage on the car they would see it would have been impossible for me to have driven there in their car. They then told me the burden of prof lies with me. They gave me a website ([redacted]). And instructed me to go to the site and watch the video of the infraction. If it was not me then I needed to file a complaint with them. I did as instructed and could not get past the log in page. I called the number listed and spoke to a agent named [redacted]. I explained the situation to her. She watch the video of the infraction, and asked me what kind of car was I driving. I told her it was a Toyota Venza. She then asked me the plate Number of the car I was driving. The plate on my rental was[redacted]. She then told me the car that ran the red light was a Hyundai and the plate number was [redacted]. She then told me they had to have made a error on who they sent the citation to. She suggested that I call them back and explain the situation. I then called Enterprise and spoke to a person named [redacted]. She looked up the information an admitted that it was a mistake on their part. So I asked when I would receive the money back that they withdrew from my account. She told me that she would start a claims process and it would take 21 days to process. And then shortly after that I would receive a refund. I told her that is not acceptable. They took the money out of my account when they misfiled the citation. So why do I have to wait to receive the funds for their mistake. She said that is their policy. I told her again that is unacceptable, that it was their mistake and my money should be refunded immediately. She said she could not do that. I told her that I will be filing a complaint with the Revdex.com for the business practices.Desired Settlement: I would like my money refunded immediately. Not when they get around to it. The money should have never been taken from my account in the fist place. Also I believe because of the amount of phone calls I have had to make and the time I have had to put into resolving this issues their should be some type of compensation for my time. Due to the fact this could have easily been resolved if someone at Enterprise had taken this to a manager who could have found the mistake and easily taken care of it

Business

Response:

Good morning! I apologize. I thought I replied to this back in July. We refunded the customer the $65.00 on July 10th. Please let me know if you have any questions. Thanks!

Review: On 3 separate occasions I have called the Enterprise Commercial Truck rental and reserved a high top cargo van. I placed my vehicle in the garage and go to Enterprise to pick up my rental, and they don't have one for me. That cost me a lot of money. I deliver packages for FedEx. It almost cost me my contract with FedEx which would cost me almost $100,000.

I've called the Enterprise Corporate and complained several time, and even the Area District Manager has called me back but with no success on fixing the problemDesired Settlement: I just want them to be accounted for and held to there agreement between my business and there's.

Business

Response:

We have left messages for the customer to call us back to discuss and/or resolve the matter but have yet to hear back. We will update once we are able to communicate again.Thank you.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have tried to call them 12 times and it doesn't even go to a voice mail. So I don't know what else to do. Enterprise doesn't want to try to fix the issue.

Business

Response:

We have spoken to Mr. [redacted] and resolved the matter. We discussed his future needs and made a reservation for him to pick up a van for his business needs during the holidays.

Review: I rented a vehicle and I told them to pull small payments and to also that t would have to be every 2 weeks as I get paid bi weekly. They decided not to give me an email with the amount due. I havent received any calls or responses to my emails. There are times I cant respond back and its hard to contact anyone after hours. Only call I get is that I need to return thr car. Also that even if I pay the amount they will not let me rent again. Which isnt policy. The rental has almost no brakes and oil change is due if I go they will take the rental Also the amou t they are asking for doesnt make sense to me.Desired Settlement: I would like to be rented a vehicle that is in safe operatable status as well as my billing to be over viewed an adjustment made for the car brakes scraping and the hassle that they have put me threw with not emailing me....

Business

Response:

We have tried to reach out to this customer several times in regards to here rental. To protect her privacy we cannot release the details but is extremely important that she contact [redacted], Area Rental Manager, at ###-###-#### for a resolution to her concerns and ours.

Review: After renting a car from Enterprise, we were able to purchase a Dodge Van from them sooner than we thought it would happen. We returned the rental car with a full tank of gas and the sales person said he would refund us 50.00 and was approved by his boss. When I did not receive this voucher I called them and was told they were not able to send the refund to us. They said to take the van back to them with an empty tank. As this is a 60 mile round trip I told them I was not able to do this and please send us the refund as originally promised. The will not return my calls.Desired Settlement: Would like to receive a check or gift card for 50.00 as promised.

Business

Response:

We have contacted MR. [redacted] and have arranged to get him his $50 gift card. We had originally ordered the gift card but after repeated efforts to reach Mr. [redacted] we retuned the gift card

Review: On 04/10/2015, I went with my wife to rent a van from Enterprise for her to take to her father's in [redacted]. When the person ([redacted]) rang up the bill, he stated price to be far too much for quote we had received. M wife then responded with the statement of "Holy cow, how in the [redacted] is it that much?" At this point, the Assistant Manager[redacted] (spelling may be in error), said to my wife to "stop speaking like that in front of your son" (my 3 year old son was accompanying us). At this point my wife said "excuse you" in response to his statement. She asked for the name of his District Manager. According to her, she called the D.M., [redacted] to make her aware of the situation and the unwarranted comment made by the Assistant Manager. At this point, [redacted] stated that the manager had said she was using the "F" word. My wife tried, to no avail, to let the D.M. know what had happened and that the manager was ABSOLUTELY lying. It was a slanderous statement. I then called [redacted] and her attitude with me was not much better. It improved when I reminded her that cell phones can record. My wife called the Enterprise main number and asked to file a formal complaint on that same day. She was told that she would receive a call back within a week. We have not received a call. A slanderous statement was made against my wife, which, as a professional, could be damaging to her character. What began as a simple complaint about a rude and mouthy assistant manager has escalated into my filing this complaint in the hope that Enterprise administration will become aware of the very serious problem that exists at their [redacted] Blvd location and with their D.M.. When an employee slenderizes a customer, it is a serious matter. When a D.M. scoffs at the complaint made by decent, upstanding individuals, it compounds the seriousness of the problem. This manager spoke to my wife in a way that no woman should be spoken to; especially in front of others. To lie about it is unprofessional.Desired Settlement: Simply for the knowledge of Enterprise Rental Car Managers at a level higher than District Manager of the [redacted] site.

Business

Response:

[redacted] Group Rental Manager, was in contact with the customer to discuss the complaint. The customer is now satisfied that upper management called to discuss the claim.

We recently called to rent a car and was told it would be $17 a day. When we stopped in to finish the deal, we were told that we needed a phone bill to verify our address. We do on-line billing and don't receive paper bills. We did not have our utility bills with us. We were told we could not pay for the rental with a debit card or a major credit card unless we paid $15 for a credit check. Our credit scores are in the mid-800's and I don't feel I should pay extra to have someone check that! I offered to pay cash and they would not take cash!

How does someone rent a car if they do not accept debit, credit or cash? The total to rent a car for 2 days was near $100. We were treated very badly and I will not go back to Enterprise. How can they continue to advertise $17 a day when that is not true.

Review: I have had a car from this location since May. In September, the car was in need of an oil change but I would not be near any of their contracted oil change locations prior to leaving for a trip. I called and spoke to Aaron. I asked him if he would rather I (1) change it at a place nearby and pay for it out of my pocket and they refund me or (2) put another thousand miles on it and change it at one of their locations when I got back. He said #1 was ok to do. On 9/24/15, I did just that and paid $33.06 for the oil change at [redacted] Tire and Auto Service. [redacted]'s faxed the invoice to Aaron. On 10/6 I talked to Aaron and he said he didn't receive it but he would call [redacted] and get it. A few weeks later, Aaron called me to say he would have the check in a week and he would then mail it to me. On 11/20 we had to come in to the location to trade vehicles. I talked to the woman manager there and she said the check would not come to the location that they would mail it directly to me. Today is 12/14 and I still do not have a refund for this oil change.Desired Settlement: I would like to be refunded the $33.06 plus perhaps something else to cover for the fact that I haven't had this money in months. I would also love to see Enterprise resolve this process so it doesn't happen to other people in the future. This was something I did to help them so it was VERY frustrating that I had to hunt down my refund. I just wish they cared more about making something like this right.

Consumer

Response:

From: [redacted]Date: Thu, Dec 17, 2015 at 6:44 PMSubject: RE: You have a new message from the Revdex.com serving Western Pennsylvania regarding complaint #[redacted].To: [email protected] sent a check today

Review: On July 10 at 8am I picked up a rental car from Enterprise (they met me at the auto body repair shop with it) that I was going to use while my car was being repaired. I returned the car at approximately 5pm (at the auto body shop) on July 11. On July 12 I realized that I had left my garage door opener in the rental car and called Enterprise. They said that they had a box full of garage door openers and that I would need to come look at them because they did not know if they had mine. I did so the AM of July 13. When I arrived, one of the women behind the desk handed me a box filled with garage door openers and other items. Another woman behind the desk said "You should come look in this drawer because we have more things in there." I went behind the counter to find a large file cabinet drawer filled with junk. Nothing looked like my garage door opener. I then asked what I should do and the attendant shrugged her shoulders. I asked if it could still be in the car that I returned on July 12 and she said yes, but that there was nothing she could do about it because someone else had already rented the car. I called Enterprise the next day to talk with a supervisor, and after being left on hold for more than 10 minutes, all the while listening to a recording telling me how Enterprise prides itself on great customer service, I hung up.Desired Settlement: Enterprise either needs to find my garage door opener or pay for a replacement.

Business

Response:

Review: I rented a vehicle from Enterprise for May 10 through May 16, 2014. I paid with my debit/visa card. My personal auto insurance was to cover my rental expense due to repairs on my personal vehicle, but I paid out of pocket since my insurance was closed on May 10, 2014. On May 12, 2014 my personal insurance carrier (progressive) notified Enterprise that they would cover the cost of the rental for May 10th through May 16, 2014. They paid Enterprise and I was due a refund of the rental minus the extended coverage that my insurance would not cover. Enterprise also charged me for May 17, 2014 when in fact I returned the vehicle May 16, 2014. I am due a refund for May 10, 2014 through May 16, 2014 minus the extended insurance coverage of 14.99 per day. I am also owed a refund for the extra day of May 17, 2014 including the extended coverage because I returned the vehicle on May 16, 2014. I have tried to retrieve this refund from them since May 19, 2014 and have received no cooperation. I have called the central office, local office and I was told my debit/credit card would be credited. I was told a check was accidentally printed and mailed to me on May 20th, 2014 and I would receive it in the mail. I have communicated with the service representative [redacted] and his manager in the Wytheville office, numerous times; and was told numerous of times in regards to not receiving any refund yet and was told he would call me back and he never once did. The only response I get when I call is; that he will check my ticket and call me back, but he does not. I was told by [redacted] that if I did not get a check on May 30, 2014, he would personally go to the bank and obtain the funds and give me my refund. When I called [redacted] on May 30, 2014, he stated he would check on my ticket and call me back, he never did. I called him until their office closed and all he kept saying was that he was busy with numerous customers and he would check on it and call me back, he never did. I was told on 06/02/2014 the refund was mailed to the wrong address and they would put a stop payment on it and they would credit my bank debit/visa card; they stated it would reflect my account by 06/10/2012 and it has not. I called them and once again they began saying they would look into it and call me back. They never called me back. As of 06/12/2014 I still have not received my refund of 315.30.Desired Settlement: I would like the refund I am entitled to; which is the full amount paid minus the extended insurance coverage. Also the extra day rental charge for may 17, 2014, for which I did not rent the car, it was returned on May 16, 2014.

Business

Response:

The concern was reviewed on Friday and we have refunded the customers credit card. It may take a few days for the refund to post to the consumer's bank account. I will follow up with her today to let her know that the issue has been resolved.

Consumer

Response:

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,