Enterprise Rent-A-Car

Review: I am filing this claim against the local branch of enterprise for many reasons. They have been completely inconsistent on my dispute of a claim with them. I have tried to be professional and nice about this entire situation despite the complete chaos.

First of all, Toyota rented a truck from enterprise for me to use while the frame was being replaced on mine. It was the middle of the winter, so I needed 4 wheel drive because of where I live. The local enterprise stated to me that they just received a truck and was the only one they had. They could bring it to me, but it would not have the proper cleaning. I have rented from enterprise before, so I said that would be fine. That was not the first time I received a dirty vehicle from that location anyways.

I would like to state that out of all the times I rented the only location I received dirty cars from were this one. I rented a smaller car for a business trip a few years back. It was dirty when they gave that to me also.

Since, this was a truck I was not sure what to expect. They brought it to me pretty beat up and dirty. I figured people rented trucks to haul, so this must be the normal look. I was going around the vehicle which was so dirty it was hard to even see the body, and was looking hard for issues. The person who dropped the vehicle off in Feb stated that I did not need to worry about anything unless it was a deep scratch or larger than the size of a dollar.

I took her word and rented it. That was my mistake, which I completely regret now.

We had to take the truck to a car wash with a pressure washer because the truck bed was so dirty with a lot of old remnants of what was hauled in it before. We rented the truck from Feb to September or around that time. We did not even put very many miles on it esp considering how long we had it.

The current manager, Bianca was not the manager when I rented this vehicle. It makes it a little more difficult to discuss the current state of a truck with someone who was not even with the company at the time of rental.

I turned the truck in to Toyota and picked up my truck. I later received a call from enterprise stating the damage was my fault. That I needed to pay or provide my insurance. I let them know that I wanted to dispute the charges with an investigation. I was told my insurance would not be contacted directly by them. My husband even stopped down to the local branch to explain to him the situation.

The truck had two tones of blue on the one side. It looked like someone had tried to fix an old problem and it faded to show the scratches over time. My husband even showed those damages to the local branch. We were told that they would review the case and we would not be pursued for damages.

Later, I get a call in the mail from Myra with the damage unit. She stated that the local branch was pursuing the claims and asked if I turned this in yet. I let her know I did not turn this in because we were still investigating. She was filing on behalf of the local branch, which they had no idea what was going on.

She told me to call the local branch to find out what they wanted to do. I called the local branch who stated she had no idea what was going on and had to look into this matter.

The information is so conflicting that at this point I am being passed around more than once between the damage unit and the local branch. Both locations tell me they will let me know what is going on when they find out. I hear nothing.

Out of no where today, I get a call from my insurance company saying a claim was filed. A claim that I had no idea nor gave permission to be filed to my insurance. Toyota rented the vehicle for me, so I never provided insurnace for them in the first place.

I explained several times how dirty the vehicle was and what I was told. I agree this is my fault for not taking photos of the vehicle to prove it. The other issue on the claim is the alignment on the truck bed was out of sorts from too much weight. How would a renter ever know to check for something like that when renting? I would never notice an issue in that kind of detail. A truck bed is a truck bed to me.

I would have never accepted the vehicle dirty if I realized that the damages were so fussy if I were not told by the person who dropped it off that only bigger than a dollar matter or deep scratches.

I also was sent letters in the mail with pictures of the damages that I caused. These pictures were in black and white, how could you see anything on those.

When I dropped the truck off in the Toyota parking lot, there was no visible damage that I could notice outside of the scratches on the sides that were already there when I rented it.

At this point, I have no idea who to even contact. The damage unit tells me to contact the local branch, the local branch says it is out of their hands. Even though I am told the local branch is who pursues the issue.Desired Settlement: I would like the charges dropped. I would have no issue being liable for the damages if I caused them, but I have a hard time paying a high deductible and taking a hit to my insurance for something that I did not do.

I also cannot believe they can go behind someone's back and contact their insurance.

Business

Response:

I have investigated this claim and apologize for the process that took place. I have instructed the Damage Recovery Unit (DRU) to please close down the claim and to NOT pursue Ms. [redacted]. If you have any questions, please feel free to contact me at ###-###-#### X[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. I appreciate enterprise working with me on this to resolve the problem and remove the charges that I was not responsible for anyways. I hope that this claim allows for the process to be fine-tuned and streamlined, so that other customers in the future do not have to deal with all the problems that I did.Thank you!

Regards,

Review: We rented a car from a man named [redacted] at Enterprise Rent-A-Car in [redacted] on Friday, July 3, 2015. We had agreed on a one-day rental, to be dropped off the next day in [redacted] informed us that he had added a $100 deposit to our bill that would be refunded once we dropped off the car. The following week we had not yet seen the $100 refund on our credit card. I called Enterprise Rent-A-Car in [redacted], and the man there was very helpful, saying that the problem might be that the car was checked in on Monday morning. He apologized and said that this was their fault, and that he would change that to reflect a Saturday drop-off. He also informed me that the location where we picked up the car would need to refund the $100 deposit. I asked if he had reported any damage to the car. (I knew there wasn't, but I wanted to confirm this with him so that the Enterprise in Virginia wouldn't try to say there was.) He assured me that no, he had not reported anything wrong with the car. I called [redacted] in [redacted] and he said he would need to talk to his manager. He never called me back. I called again a week later and left a message telling him we still had not received the $100 deposit on our card and asking him to call me to let me know if he had spoken with his manager. He never called back. I sent an email to his manager. No reply. I sent emails to two more Enterprise Rent-A-Car managers, on up the chain. No replies. This has been going on for two months now that I have been making phone calls and sending emails to get our deposit back. This complete lack of a response is unprofessional and unacceptable. The recording you hear when you call Enterprise Rent-A-Car says, "Simply treat our customers the way they should be treated. That's been our philosophy for more that 55 years. Let us show you what that means." I've been waiting for two months now for them to show me what that means.Desired Settlement: I want our $100 deposit refunded back to our credit card, as was promised by [redacted] when we rented this car.

Business

Response:

We spoke to the customer and we tracked down the refund error and have processed it.

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,

Review: We called into enterprise through the phone to book a car to pick up our daughter from a vacation. When we called in to book the car, we asked them specificly if we were able to use a debit card. Their response was yes. At no time during that phone call did they mention any other stipulations using a debit card. The day before we leave we hear a message stating that we are not allowed to use a debit card and that we also need a major credit card. Then they say, you can use a debit card, but there are many stipulations to using it, which, once again, was never discussed with us when they had multiple opportunities to let us know. Here we are a day before we go and pick our daughter up with a hotel booked and paid for and no car to go get her. They really have done us wrong and when I expressed my concern, the guy I talked to didn't seem concerned. I don't think its right that they can get a way with this. Its their job as a business to inform all their customers of all of their stipulations.Desired Settlement: They need to be corrected and have some sort of responsibility for this. I am the customer and am not a mind reader and I have never rented a car before and its their job to ensure they give all the correct information, and with that said not a day before a family is to leave to pick up their child.

Business

Response:

We spoke with the customer and agreed to refund $98.53 for poor customer service. She is satisfied with the results.

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 purchased a vehicle from Enterprise Car Sales located at [redacted] Roanoke VA 24017 that should have not passed through the certification process to be sold before it was repaired. Vehicle was purchased in October of 2014 from [redacted]. He was a very nice salesman at the time within 7 days after signing contract the vehicle was taken back to him with extreme concerns about the safety of the vehicle and the operation. I expressed problems with the transmission shift, RPM being stuck at speeds higher than 50 and the back passenger door being broken. I was promised that the issues would be taken care of and reassured that I did not have to bring the car back for a refund that I was able to get within the 7 days after the purchase but did not adhere to his word. Since then he has left the office and other management made no attempt to contact me and get this issue resolved the issue. Management that I did speak with is also no longer employed by the company but when Ms. [redacted] was in charge she also did not take care of this issue. The district manager has conversed with the loan officer because I went through a specific program to be able to purchase a vehicle and he has not been helpful in any way. I have voiced a number of times that this vehicle is a "lemon" I have sent it to be repaired for the same problem more than three times and I have continued to make payments and pay the car insurance in spite of Enterprise and/or the dealership having this non working vehicle. This vehicle has been out of commission for more than 30 days and no one still has yet to trade my vehicle for one of equal value or offered a refund, even though I have asked a number of times and also stated that I do not want the lemon it is not able to be repaired. I have conversed with legal council about this and the lemon laws. I have been defrauded, lied to, ignored and marked as unimportant. This is causing extreme stress on my family and myself.Desired Settlement: Refund for the "lemon" vehicle. Correction to my credit

Business

Response:

To whom:We worked with this customer since the initial concern was expressed. We assisted this customer in getting the vehicle to the service department. Multiple times the service department could not duplicate the issue however we provided alternate transportation for this customer during the diagnosis process. After multiple attempts and a customer's experience the service department was able duplicate the issue and has recommended a repair. Enterprise agreed to cover the cost of the repair along with providing transportation during the repair time. Enterprise communicated with a mutual business partner how we handled the concern and it was agreed upon that all necessary steps were taken to satisfy the customer.

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.

This is not true. The loan officer from the establishment has been working with me and also corresponding with the assistant manager [redacted] of Enterprise to help me with this issue. [redacted] provided my family with transportation as well as provided us with a ride when my family was walking due to this defective vehicle. Mrs. [redacted] however does not have the authority to switch my vehicle for a vehicle of equal value or refund my money per district manager. I was defrauded about this vehicle during the purchase process on October 30, 2014 by Sales Associate [redacted]. Enterprise management that does have the authority to handle this faulty vehicle and a solution for my family failed to communicate with me or take care of the issues with my vehicle. [redacted] are the loan providers through a special program and have even been backing me the entire time we have been dealing with this faulty vehicle. This vehicle is covered by warranty and has been to the dealer on four occasions for repair. The dealer and Enterprise have had the vehicle for more than 30 days and it has been inoperable. In July when the vehicle was taken to the dealer it was told to Ms. [redacted] that the van was fixed and ready to be picked up, before she could get to pick it up another call was placed to her from the dealership that the ignition would not start yet another time (this has been going on since November and gotten progressively worse leaving my family stranded in numerous places) duplicating the issue that I have voiced from the start of this contract. The vehicle has been kept at the dealership and on the Enterprise Car Sales lot for weeks at a time and not been in my possession as I continued to make payments and maintain car insurance after losing employment due to this faulty vehicle not starting. It has been asked a number of times to STOP putting money into the faulty vehicle because it is a "lemon" and trade out the vehicle and no one has responded to me the customer the purchaser of the vehicle.

Review: Reservation #[redacted]

I rented an SUV from your [redacted] location.

When I first got into the car, I noticed that the dash was reading the right back tire low on air pressure. I was a little surprised, being that it was a rental, but stopped to put air into it.

About an hour later, the tire was again reading extremely low on air (18 when it should be 50+). I stopped again to put air in it.

After this happened once or twice more, I called the enterprise location and was told that the salesperson had not noticed a low reading when he gave me the car and insinuated that it was my fault. He suggested that I stop to get the tire fixed.

At this point I had pulled on and off the highway several times and as a result was running late to a wedding.

While the back tire had been the one constantly reading at low, the other tires were reading at the right level on the dashboard. However, after at least a dozen times of stopping to put air into the tire, I did a walk around and realized that it had been the right front tire that was low all along. While the meter read at a safe 55, the external gauge read at 9.

Needless to say, the unproffesionalism of the salesperson at the branch, coupled with the stress of stopping every hour to visually check all of the tires for leaks on the 6-7 hour drive to [redacted] as well as the extra time that was added to my already long journey made the trip less than enjoyable.Desired Settlement: While I am usually a satisfied Enterprise renter, I feel that in this case I should be awarded a refund for having been let a faulty vehicle.

I am therefore requesting a full cash refund for this rental.

Business

Response:

We left messages for the customer and did receive a return call. After speaking with the renter and understanding our customer satisfaction was not 100% we have agreed to refund her credit card $194.37. She is completely satisfied. Please let me know if you have any questions. Thanks!

Review: On 3/24/2015 I took my vehicle to get service under my warranty at a dealership in [redacted]. Due to an issue with a replacement part, I was not able to drive my vehicle home, therefore I was provided with a rental vehicle from Enterprise Rent-A-Car. The vehicle was driven to the dealership by a Enterprise employee. Before I signed the contract we both checked the body of the car for visible damage and none was discovered. I, and the person who delivered the vehicle, did not look at the wheels of the vehicle. When I drove off of the dealer lot I noticed that there was a noise coming from the front end of the vehicle. Originally I thought that the car needed a front wheel alignment. I drove the car the next day and it was still making noise. I checked the left front wheel and I noticed damage to the wheel itself. I had the car for 3 days and when I brought it back to the dealership I informed them that it had a noise coming from the front end.The local Enterprise location called me the next day asking me about the damage and I informed them that the car was given to me with this damage and that I did not do anything that would have caused the damage. I would not have known that there was damage to the front end unless I drove the car off the dealership's lot.I received a letter from Enterprise Rent-A-Car indicating that they are holding me responsible for the damage which totaled $452.74. They sent me a letter indicating that they would do an internal investigation. They did this but are still holding me responsible for this damage. I contacted the dealership and they indicated to me that the local Enterprise location never contacted them about this incident. If they performed an "investigation", I would think that they would have contacted the dealership who paid for the rental.Due to a threatening letter from the Enterprise Damage Recovery Unit informing me that I would be taken to collection if I didn't pay the claim, I reluctantly paid the claim.Desired Settlement: I do not appreciate being accused of something that I did not do and of also being the subject of some kind of fraudulent scam being perpetuated by the local Enterprise rental location. Therefore I would like a full refund of $452.74 and full disclosure of the report on the investigation of this incident. As I stated to the Recovery Specialist, I would not have known about the damage unless I drove the car, and by then I was going to be held responsible no matter what I did.

Business

Response:

This claim was paid in full on July 2nd.

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.

My complaint is that I was held responsible for damage to a rental vehicle that was not my vault! The vehicle was given to me by an employee of the Enterprise Rental Car location and I was not told about internal damage to the left front end (wheel bearing). The only way that I was going know about this damage was for me to drive the car, and based on the rental agreement, I was going to be held liable for any potential damage. I was given the vehicle under false pretenses. I was not going to pay the claim but I was threaten by an Enterprise Recovery Specialist that I would be taken to collection if I didn't pay the claim for the damage. So, I reluctantly paid the claim on July 2. They also told me that they would perform an investigation of the incident and I was never provided with a final report. They also never contacted the Dealership, who paid for the rental vehicle, and ask about the incident.

Regards,

Review: Refuse to give deposit back. Keeps giving me the run around. Very rude managers. Did not explain anything on the conteact.Desired Settlement: Would like full deposit back.

Business

Response:

The area manager in [redacted] spoke with customer and the deposit is being sent back. thanks!

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,

Review: On 01/19/2016 my AAA Insurance reserved a rental car while my car was in the shop. All I pay is gas and a small daily tax. I provided a MasterCard (NOT a debit card) for the required deposit. This is not a charge but a hold. When I returned the rental car on 01/25/2016 I was initially charged 49 cents. Then I was told by Tierra, the manager that AAA only covered my rental until 01/22/2016 and that I would need to contact AAA for them to pay for 01/23-01/25/2016 rental. I was told the contract would remain open until they had heard from AAA. Instead they charged my credit card $100. At the very least this is an error. At most FRAUD! Even if I was responsible for two days the daily rental was $35. I confirmed with AAA that Enterprise would be paid for the entire 01/19/2016-01/28/2016 rental term. AAA contacted Enterprise via email and explained how billing should be handled with a AAA paid rental. Enterprise rep went as far falsely state to AAA that I used a debit card and that's why I was charged the $100. So far, Enterprise has failed to comply or reverse the $100 charge on my credit card. I tried calling and was placed on hold, hearing over and over that Enterprise treats customers the way they should be treated. That's adding insult to injury considering the amount of phone calls I've had to make because of Enterprise's error.Desired Settlement: First of all, Enterprise should know how to handle insurance covered rentals. At the very least the manager at the Signal Hill location should have contacted the AAA representative for confirmation that ALL days were covered. That's who's paying and who made the reservation. I am not Enterprise's personal assistant. That should be their practice in the future.

IMMEDIATE reversal of the erroneous $100 charge to my credit card

A written apology for their error and for making false statements of what was used for a deposit.

A free weekend rental for the time and stress this has put me through. That's how a customer SHOULD be treated after this debacle.

Business

Response:

I

spoke to customer an agreed to comp a weekend rental up to an intermediate

size car. She is satisfied with the resolution and will inform the Revdex.com.

Review: I was charged 69.99 per day for a 16 day rental.The only car they had available was a luxury car and my insurance company informed me that their rate for a luxury car is 59.99 per day. Since I had the rental car for 16 days they should of charged me a weekly rate instead of a daily rate. I think that they took advantage of me by only having the one car a Mercedes available.Desired Settlement: I think that since part of the rental was being paid by an insurance company that they decided to charge me the most expensive rate. The normal rate for a mid size car is 25.99 per day. That's what I should of been charged.

Business

Response:

Per our Area Manager, [redacted], we can to a mutual agreement with [redacted]s and will be refunding $300 to her.

Review: When I was renting my car the guy that was helping me asked me if I wanted a $15 a day insurance on the car. I said no for now and that I needed to talk to my insurance agent. He said I wouldn't have it on my rental car but if I wanted to add it I could always come back to the office and add it. I did not come back because my insurance agent said my insurance move on to whatever car I was driving. Three weeks later when I returned my rental they told me I owed like $300 because I added insurance on my car. I told them I did not want it. I guess the guy that helped me added the insurance anyways without my knowledge and I was forced to pay for it. I told them I signed saying I did not want it. The lady that forced me to pay did not help me. I called back later and asked to speak to the manager and was told someone would call me. No called me back. My insurance lady talked to them and asked to speak to a manager and they said I would get a call. For the second time I did not get a call. because I did not want insurance it's not fair I was forced to pay.Desired Settlement: I want my $300 because I was charged for something I didn't want to begin with.I was lied to.

Business

Response:

Per our Area Manager, [redacted] he spoke with the customer and has issued a refund. He felt that the customer was happy with the resolution. Thank you!

Review: I was in a car accident (total loss) - car was brought to [redacted] where it was towed. The people at [redacted] called this facility (Enterprise Rental Car) because I needed a car. I Rented a car at this facility from Dec. 10, 2015 to Jan. 2, 2016. On Dec 10, the attendant sold me additional car insurance (RAP, SLP, DW and PAI), which I signed up for. On the next day, Dec 11th, I physically went to Enterprised REntal car to cancel ALL the insurance. The attendant said he will take care of it and proceeded to work on his computer to cancel the insurance. I knew that I was responsible for only 1 day of all the insurance sold to me. However, when I looked at the bill - they only cancelled RAP and SLP and forgot to cancel the DW and PAI. The Overcharge was $301.78. On January 20, I talked to the person (Justin) who helped my with the cancellation of the insurance when I made it on Dec. 11th. Justin told me that he was submitting the Billing Adjustment/Refund to his manager, [redacted] and then it will go to Corporate for processing. On Jan. 28, I called the Manager, [redacted] to find out when I should be receiving the refund/credit to my credit card since no credit has appeared on my credit card - he then asked me to send him a copy of the rental bill, which I emailed him a copy. I have called and sent emails to the Manager, [redacted] and until now I have not received a refund of $301.78 that they overcharged me. I also sent an email to their Corporate Headquarters to help me with my issue. It has been now more than 3 weeks and still have not received it. The Enterprise Rental Agreement No. [redacted] Ref#[redacted] The communication with Enterprise Corporate Customer Service requesting for their help was [redacted]Desired Settlement: A refund in the amount of $301.78 for the overcharge. (22 days of overcharge for DW at $22.95 a day and 22 days of overcharge for PAI at $3 per day).

Business

Response:

Good Morning [redacted],

I just spoke with

Mr. [redacted] and sincerely apologized for not providing him with a resolution to

this point. I processed the full refund of $301.78 back onto his credit

card and explained the process for the refund. He was very happy with the

quick resolution and said that it was sufficient to clear the complaint

with the Revdex.com. I am at 3234 and have spoken with [redacted] about his conflict

resolution and timeliness of his response. Please let me know if there is

anything else I can do to assist with the process.

Thank you.

Review: On 10/27/2014 I rented a car from Enterprise Rent A Car as a result of repairs to my vehicle from a car collision determined I was not in fault. I deposited $100 via credit card even though I was told the by [redacted] Representative) insurance company, (responsible collision insurance company) that they would pay for the cost of the rental car since their client caused the accident. At the time of the rental of the car - Enterprise did not have economical car available so, Enterprise representative indicated they would place me in a "upgrade" car since economical vehicle was not available. I had no recourse but take what was provided vehicle since I needed to go to work. When I returned the car on 12/01/2014 after service of my car was rendered; I was told that [redacted] would not pay for the upgraded vehicle even though it was not my decision for the upgraded car. On April 2, 2015 I received a collection from Caine & Weiner stating I was responsible for the difference for the vehicle of 291.61 and I was not eligible for my 100.00 deposit. Reviewing the contract agreement between Enterprise and myself; it does not state I am responsible for the difference in cost if Enterprise can not provide economy rental car and a upgraded car is needed to provide service as result of the insurance company not having the requested car.Please note, I did not request an upgraded car at anytime and should not be charged the difference in fees. Moreover, I would believe if I was liable for charges a note would have been captured stating the fact.Desired Settlement: Refund of the $100 deposit and the difference in cost of upgraded vehicle voided.

Business

Response:

The Area Rental Manager has contacted the customer. We refunded her initial deposit and will be taken off the collections list.

Consumer

Response:

I have reviewed the response 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.

Still have not received my refund on my deposit to my account as of today 07/06/2015

Regards,

Review: I was in a car accident and had to use a car from this company while my car was being repaired. NO CHARGES were to be billed directly to me. The insurance company was to pay for all charges. I rented the car on December 1st for a period of about 10 days. I was told to bring the car back in and when I returned it, all employees were in a meeting. I was told by a lady at the car repair desk that I was to leave the car parked in the lot and "sign in". The next morning, I received a call from the rental car company insisting that I had wrecked the car and damaged the rear bumper. I assured them that I had NOT and I would come in to look at the damage. I was told that they were going to get started on the repair and they would send me the bill for the damages. I was told that I could just pay out-of-pocket rather than go through the hassle of involving my car insurance company. I refused and told them I needed to see the damages first. About 30 minutes to an hour later I received another call to let me know they were sorry for the confusion. There was already damage to the car before they rented it out to me from the previous renter. (I found it bizarre that they OBVIOUSLY didn't pressure this renter into fixing the damage done to the car before they rented it to me, while they were so in a hurry to have it repaired and have me pay money out of my own pocket when I returned it.) So I was told that everything was fine, not to worry and no charges were going to be billed to my credit card. I go to check my credit card statement for this month and behold!!! there is now a charge in the amount of $31.29, which was charged on December 23rd, 2014. (2 weeks after I returned the car) I have not spoken to anyone at this company, I have not been notified that any charges were being billed to my credit card. I have also tried to contact this business ALL DAY and the phone rings and rings off the hook until it just stops ringing altogether. I want a refund promptly! Terrible business ethics all the way around!!!Desired Settlement: $31.29, the amount which was UNKNOWINGLY charged to my credit card.

Business

Response:

I have contacted the cusomter and have agreed to refund the $31 to her credit card.

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,

Review: Rented cars numerous times at LAX location. Went to Orange County location due to LAX being sold out. I had to find a way from LAX to Santa Ana. I extended the car rental due to a horrible rain storm and traffic accidents on 405 freeway the day the car was due back (I live in L.A. county) I left personal property at the location as well, so I did not intend to "steal their vehicle" as the representatives suggested. I used a credit card whichbthey have on file, and learned that they ran my card for $126 one day before the rental was due back. once I return the vehicle, they refused to rent me another vehicle due to overage charges. I refused to pay the overage charges because the balance of $237 did not match what was in my contract. It was stated that my reservation was $21 a day/$147 + taxes weekly. I initially had horrible customer service, after paying $101 I ended up stranded at the airport without means to rent another car. Now I'm in collections and on the do not rent list at [redacted]. I should be compensated for my time and money spent on a $75 shuttle to get from Orange County back to LAX aftee they maxed my credit limit PLUS refused to help me get home. I will never due business with any company associated with [redacted] again.Desired Settlement: I wish for the collection to be adjusted or forgiven due to the complications and inconvenience that I suffered.

Business

Response:

We have chosen to end our

business relationship with this renter due to the following;

She rented several

cars out of [redacted] LAX and charged back both. (see attached)She also rented a

car at SNA 1 day after doing an unplanned drop from LAX to SNA (she back

charged this one as well)The SNA rental was booked under car class XXAR (weekend

Special price & brand guarantee (flexible car) for 4 days. She decided to keep the car an additional 4 days and

return it with less than a ¼ tank of gas. She was billed for the additional 4 days at the rates

stated on her Rental Agreement + the 6/8ths tank of fuel, nothing more. She has once again,

refused payment on the Rental resulting in DNR status & cancelation of her

loyalty membership account.

She owes [redacted] of LAX and SNA an

outstand balance of: $793.10 in charged back & declined rental fees.

Review: We were rented a van with unsafe tires for a long term rental resulting in more than $1000 lost business time. Also informed 4 days into our contract that our long term rental had been sold and that we needed to return it (were 500 miles away from rental location at the time on business). Called the national customer service number, filed a complaint, received a reference number, and was told I would hear back and never did. I went so far as to get the local number for the regional HQ and there was no answer. I called national customer service back and was told my issue was being 'expedited' and that I would hear back before 3pm that day (never did). When the vehicle was returned, I was faced with rude rental agents who ignored my inquiries as to why an unsafe vehicle would have been 1) rented out at all and 2) sold while under contract.Desired Settlement: I was offered one week off this rental ($439.99). I would like to recover at minimum the amount of money ($1000) lost due to inability to perform business. Instead of keeping to a precise time table for our business event, I spent 6 hours between phone calls and a tire repair shop remedying an issue that never should have been present to start with in this rented vehicle.

Review: I am submitting this complaint as a frustrated customer of Enterprise Rent A Car. My wife and I booked a car for our travel to Santa Ana, Ca from 4/5/2015-4/11/2015. When we checked out the Nissan Versa on 4/5 at John Wayne airport, we noted multiple scratches on the rear bumper and scrapes on the passenger side rocker panel. We mentioned this to the attendant at Enterprise and asked him to document those existing damages. He did not bother to do so and specifically told us not to worry about them. He reassured us that the company only looks for "golf ball size or bigger dents." He was also pushing very hard to sell us the company insurance which we did not purchase. Upon returning the car, we were accused of causing the damage on the passenger rocker panel. Since it was a preexisting damage, we denied it. We repeatedly stated our case to no avail. The manager on site was adamant that his staff would never have missed such a scrape and accused us of lying. He insisted on taking our car insurance information and wanted us to pay the deductible upfront. We refused the payment on moral grounds but did give him our car insurance information. It seems like other customers have had similar negative experiences with Enterprise.Desired Settlement: Please assist us in addressing this issue with Enterprise Rent A Car to drop the car damage claim and make sure that this does not happen to other customers. What Enterprise is doing is unacceptable and appalling.

Business

Response:

Our Manager, [redacted], spoke with the customer who was adamant about the damage already being there and that he and his wife both pointed it out to the rep who rented them the car. Our rep had stated it was normal wear and tear. [redacted] agreed with the customer and we have since dropped the damages claim and apologized for the trouble.

Review: My husband called in on Thursday to see it the cargo can was available and then I booked it later on that night. At 9am my husband goes in to pick up out reservation and it is not available there or anywhere. So we basically had no reservation when asked for a minivan there was none in the area. I called to customer service because my husband was basically told well sorry nothing we can do. We were supposed to be out in the road by 930 and nothing was solved. I spent about 50 minutes with customer service upset and angered because it was an error on the company not us the client. After spending some time on the phone my husband ended up renting a van from uhaul for a much higher price because enterprise was taking long to get back with a result. Enterprise stated they just received a van but by that time the other rental was already under a contract with us. I want my money reimbursed for having to deal with a mistake on enterprise end. I want this error fixed because of an error on enterprise part we lost time and money. My husband ended getting on the road at about 11am 2 hours from what we originally planned now there will be traffic. Also the rental we got because of enterprise mistake was more expensive to rent. When I was speaking to a supervisor on the phone I was polite and still got hung up before our conversation was over by the representative.Desired Settlement: I want a refund for having to waste my time with your company and for having to rent another cargo can from another entity which coat me more then what it would have been with enterprise.

Business

Response:

Our Area Manager, [redacted], has been in contact with the customer. She is going to obtain a copy of her rental invoice from the other company. Once she receives that, we will reimburse her for the difference.

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.

I recently just faxed the paperwork on 9/11 and have not received a response yet. But once I receive my check I will be satisfied with the outcome of this process.

Regards,

Review: I rented a car and was told that I had purchase the insurance because I did not have my own, but I told him that my car credit card company said that I will be covered if I use my capital one credit card. I was told but the clerk no I must purchase in order to rent. Once I check with my credit card company they said no they just want to take your money so will will dispute the charge. Now I am receiving collection calls from enterprise saying they are going to put me in collections. When I tried calling the number back I was given the run around and was not able to talk to any one to resolve the issue at hand. This is unethical and very poor and tasteless for your company to cheat people.Desired Settlement: I would like a refund for the insurance that I was forced to purchase and a call or email to know that this issue has been acknowledge.

Business

Response:

I

just got off of the phone with the customer. She back charged the entire

amount and I explained to her that she did that. She said that she is OK

paying the actual rental portion of the vehicle and I agreed that she can pay

$349.88. She agreed to have the protection waived which leaves her with

the balance stated of $349.88.

Customer

will be in tomorrow to pay off the balance.

Thanks,

Review: Problem: Unethical sales and service practices, as well as failure to complete a reasonable repair for damage that was pre-existing.

1. Rental agency did not have car available I requested. I requested an SUV for an athletic tournament, they did not have any available, however they offered me a sedan. Of course the ONLY sedan they seemed to have available that would meet my needs was a damaged Mercedes. Everyone knows that those are very expensive to fix, and I believe I was a victim of fraud in order for Enterprise to get out of footing the bill for their own mistakes.

2. Why I believe it was unethical was the way my rental reservation was handled is suspect at the very least.

3. They often 'borrow' vehicles from other locations, and if another location didn't follow protocols then this location would get a bad reputation or penalized for having undocumented damaged vehicles, so the solution was to blame it on an unsuspecting customer.

4. The reservation agent has just as much responsibility as the customer to identify damage. The reservation agent very well could have identified the pre-existing damage on the reservation paperwork which I missed initially. I would not keep a person employed who did not follow company protocols or at any time was unethical in handling any aspect of their jobs.

5. The reason I KNOW it was pre-existing damage was that I stopped immediately after getting the rental to get gas. It was literally 10 minutes after I picked up the car and stopped for gas. When I was pumping the gas I noticed the windshield. I was rushing as we spent 1-2 hours renting the car and were nearly late to the tournament.

6. When returning the car, I pointed out the damage and told them my story. They insisted that it was my fault and forced me to sign paperwork to the effect and threatened to file a claim with my insurance company. I proposed that they just let me know the cost of repairs, which they promised to do and never, ever did.Desired Settlement: Outcomes desired:

1. Provide historical rental and damage information, and the documentation as to when the vehicle has been inspected and by whom.

2. Provide cost estimates to repair (not replace) the window.

3. Provide the actual cost of window repair.

4. Stop collecting any monies from me. It is as much the fault of Enterprise and furthermore I believe this was intentional fraudulent, unethical treatment.

5. Train your employees, expect them to perform.

6. Change policy to give the customer an option to pay for the repairs without involving an insurance claim (some claims cost more in the long term than just paying the actual costs).

7. Remove any negative items on my credit history, rental history, or other permanent record.

8. Remove the account from the collection agency/agencies

9. Put your company money towards educating the public about fraud in the rental car industry

Business

Response:

Per our Area Manager, [redacted]:

We left 2 messages for this customer and have received no response. I researched this rental. The customer rented a Mercedes Benz and initialed that there was no damage on this car, and windshield was clear (no cracks or chips). The windshield box was also marked as clear. She returned the car and the windshield was cracked. The DRU tried to contact this customer multiple times to settle this claim to no avail, so she was put on DNR. Now we have tried to contact her twice. She is responsible for the damages and needs to stay on DNR. Everything on the contract was filled out properly and she damaged the car. This rental is over a year old.

Review: I was in an accident in my vehicle due to adverse weather. My insurance referred me to Enterprise. I rent a vehicle from them paid through insurance. The morning of rental it was dark and raining. The next morning when the sun was out I noticed a mark on the car on quarter panel. The mark was filled in with sharpie. I took the vehicle back to have them look at it and document it. I was parked nowhere for anyone to hit me. They said the damaged had to be claimed and would look at previous rentals. None the less, they said that if it was at night time they would have accept the damage in the morning. The weather conditions were very similar to that of night when the vehicle was rented. They said someone must have hit me and filled it in. No one would do that. Need-less to say after a month and half I receive a bill for the damage. On that invoice I was billed for repairs and paint to bumper as well. Nowhere in the documentation upon return of the vehicle was there damage on the bumper. I have come to terms that I cannot prove that the damage to quarter panel was there prior. But I will not stand for being billed for damages that were never documented. After several emails back and forth, I am taking this matter to a legal representative. This company is taking advantage of US Military Members.Desired Settlement: Remove the billing for all applicable repairs/damage to bumper from invoice.

Business

Response:

Per our Area Manager, [redacted], the customer is not returning his calls. We'd be happy to work with [redacted] to resolve the matter if he would like to speak with us.