ENTERPRISE RENT A CAR

Enterprise has made repeated attempts to charge my [redacted] despite full payment. Have not reversed charges despite admitting overbilling.I made a reservation for a compact car on June 20, 2014, and picked up vehicle on same day (2014 [redacted]). I had initially reserved via telephone for the weekend, however; informed the agent at time of pick up ([redacted]) that I would need to extend the rental. A hold was placed on my [redacted] for the amount of the initial reservation ($69.41) She gave me a reference number for the new reservation - [redacted]. The online advertised price for a 2 week vehicle rental is $518. During the rental period, I received threatening voicemail from Enterprise indicating they would be undertaking repossession proceedings. I returned their call and spoke to an agent named [redacted]. He informed me that my rental charge was over $800 to date and that they had been attempting to process varying amounts totaling over $800 on my [redacted], which were being declined. I reminded him of my reservation extension and informed him that they were not authorized to process anything in excess of that amount. [redacted] and I agreed the rental rate is $194/week. When I returned the vehicle on July 4, the desk agent attempted to charge me $694 for the rental. When I informed her of the agreed upon rental amount, she said "Oh yes, I was dealing with this one all week" and transferred me to another agent to complete the transaction. My final bill totaled $503.36, including $50.34 for a concession recovery fee and $11.62 for a vlf rec, neither of which I had been informed of prior to returning the vehicle. On July 5, two incremental installments of $236.57 & $197.38 were processed on my [redacted]. These combined with the initial hold on my [redacted] totaled the agreed upon $503.36. However, on July 5, two additional installments were also processed in the amounts of $236.85 ([redacted]) & $283.88 ([redacted]) totaling $520.73. I did not discover the overbilling until July 18, a full two weeks after returning the vehicle. I contacted [redacted] and they informed me that enterprise had attempted to process 8 transactions on my [redacted], 5 of which were declined, one had been processed (the three transactions that amounted to $503.36 were processed as one transaction) and two were pending. I contacted the location and again spoke with [redacted]. He informed me that his records only show one transaction and that the additional amounts sound like citations to him. He instructed me to contact Enterprise's citations department and gave me their number. I spoke with an agent in the citations department who informed me that there were no citations under my name nor under my contract number. I called the rental location and left a voicemail indicating the same. I attempted contacting the location to speak with an agent for the next six hours. Each call went to voicemail. When I finally was able to reach an agent, I again spoke with [redacted] and was told that he would have to check with the accounting department. [redacted]. By 4pm on July 21, I had yet to hear back from Enterprise. I telephoned the rental location and was told that they needed the fax number for [redacted] so they could send them a "form". [redacted]. I called back with the fax number for [redacted] and spoke with [redacted] who told me that he was sending the "form" to accounting immediately and that it would be processed the following business day. I contacted [redacted] and inquired as to the processing time for reversals and was told it would be processed within one hour of receipt. As of the evening of July 22, nothing has been rectified. [redacted]. I requested that Enterprise make a notation on their "form" that they were authorized for a total of $503.36 and not a penny more as I do not wish their series of transactions to be processed once this is rectified.Desired SettlementI would like the overbilling amount of $520.73 refunded to my [redacted], as well as the concession recovery fee of $50.34 and the vlf ref of $11.62. [redacted]

Review: [redacted] Dispute CenterEnterprise Car RentalArizona Revdex.comDispute Reference Number: [redacted] Billed $322.80 vs. Agreement $125.00February 10, 2015Enterprise Rental Car located at [redacted] has provided false information and attempted to charge for services not authorized. On Saturday, October 4th, I personally visited the location listed in the above address. I worked with the staff to secure a reservation of a small, compact car for the dates of October 10, October 11, and October 12, 2014. There was to be a different driver than myself and they said I had to personally come and make the reservation and charge my credit card. They further said that because it was my credit card that I was the only person authorized to make any authorizations to the transaction, and those had to be made in-person. At that time, the daily rate of $29.95 plus tax was authorized and paid for the three day rental. They also said a charge of $10.00 per day for an additional driver. AT NO TIME DID I AUTHORIZE PRE-PAYMENT OF NEITHER FUEL NOR THE ADDITIONAL INSURNCES. When my sister, who was to be the authorized driver, arrived on Friday, October 10, 2014 to obtain the rental, I was informed the reservation was lost. I spoke to the car rental facility on this date and they were able to resolve the situation. She was not authorized to make any changes to the agreement dated October 4, 2014, nor is she an authorized account member for [redacted].On October 14, 2014, I called the facility and requested the invoice for the bill be sent immediately as the amount billed far exceeded the authorized and agreed amount from the October 4th visit. I then spoke to a manager that said he would correct the error. Enterprise took it upon their own actions to add additional insurance and prepayment of fuel to this agreement without my permission. The manager said there was a difficulty for them to place the credit without the [redacted] card being physically at their site. The next day, I visited the facility and was told, Everything was OK and the credit was processed.I believe that Enterprise has acted in poor faith in this event, and I feel that Enterprise provided [redacted] with false documents of the billing details and rental agreement. They have altered the documents to suit their benefit and not what actually transpired for this event.Regards, [redacted]Desired Settlement: At this point, I desire for Enterprise to refund the full amount of $322.50 of the agreement due to their false representation and lack of integrity to follow the initial agreement.

Business

Response:

Refunded customers credit card for the remaining $182.69. She was appreciative of the call and the refund! [redacted]

Review: I rented a vehicle under contract #[redacted], the contract was for a week. With an additional week added during first agreement week. At this time that we extended another week we were quoted another week and three days which would be the contract times two plus three days plus surcharges. The total bill came out to be $723.68. Paid in Full On 7/19/2014 A week later I received a bill in the mail With the original contract number typed on printer paper stating that I owe an additional $221.81 showing another day added with the surcharges adjusted accordingly.Desired Settlement: This companies Fraudulent billing tactics should be stopped and monies returned to every complainant published on the WORLD WIDE WEB!

Business

Response:

We have attempted to reach out to the customer by phone and via email with an explination of the charges and have not heard back from them. If customer responds then we will resubmit a response. Charges are accurate.

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.

From day one at the renter counter, I was told the price per week would be $190.00 and $30.00 a day.

At the end of the first week, I called Enterprise to extend another week at which time I was quoted another week would be the contract times two plus three days. $723.68 was quoted to me over the phone. I asked the representative why it was so much. He explained other charges that I was not aware at the time. These you can see in Document #1; see question mark.

To make a long story short, I kept the vehicle 17 days and returned as states in Document #2. Document #2 was given to me at the return counter. I do agree with the undisclosed charges that this bill is the correct one, however Enterprise refuses to add the bill correctly.

TWO WEEKS AND THREE DAYS=17 days; see Document #2. Since the amount charged to my credit card was $723.68, the correct total bill is $890.04. A balance of $166.36 is due! To make the bill any different is fraud. My credit card could not be above the $723.68 because the person that quoted me the adjusted amount for the extra time had already reserved the amount to my credit card.

Document #3 was then sent to me with entirely different days, return time, mileage and total as if to adjust the bill to their fraudulent statements. See Document #3. This is where the fraud takes place.

I was willing to cooperate with Enterprise until they began the "switching numbers game". So I decided not to answer anything they had to say.

This same sequence of lies is complained about on complaint boards on the Internet.

Regards,

Business

Response:

There has been no contact with the customer after several attempts to reach out to him. Voice mail has been left several times for the customer to call us so that we can clear this up and we have had no luck. Pleass close this file.

Review: I was billed twice for the same rental car. I only rented the car on one occasion. Below is my billing statement from my [redacted] Card. 1. 12/23/2013 Mon ENTERPRISE RENTACAR PHOENIX AZ Vehicle Rental [redacted] charge 400.00 [redacted] Location Date Rental: PHOENIX AZ Return: PHOENIX AZ Agreement Number: [redacted] Renter Name: [redacted] Doing Business As: ENTERPRISE RAC 5056 Merchant Address: [redacted] 11PHOENIXAZ85033-5440UNITED STATES Reference Number: [redacted] 2. 01/08/2014 Wed ENTERPRISE RENTACAR PHOENIX AZ Vehicle Rental [redacted] R [redacted] charge 400.00 [redacted] Location Date Rental: PHOENIX AZ Return: PHOENIX AZ Agreement Number: [redacted] Renter Name: [redacted] Doing Business As: ENTERPRISE RAC 5056 Merchant Address: [redacted] 11PHOENIXAZ85033-5440UNITED STATES Reference Number: [redacted]Desired Settlement: I would like to be refunded for 1 of the charges.

Business

Response:

Customer was refunded

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action has not taken place. I have not been refunded. The charge has not been refunded to my credit card, as of today 02/06/2014.

Regards,

Review: Hello,I had reserved an Economy car online beginning July 2nd 2015 and returning on July 7th 2015 for $140 from Enterprise Rent-a-car at the [redacted] location. On July 2nd, 2015 I arrived at the location at 8.15 am to pick up the car. The customer service representative, [redacted], never showed us the Economy car model that we had booked. Instead he only showed the next higher level of car and charged me almost double the price $260 for that level of car (for the same duration of my rental reservation). Having given no choice in the matter, I picked up the car and headed home to pick up my family to leave for the vacation. En route home, I stopped and filled up gas in the car for $15 as the gas tank was only half full. After I reached home I decided to do a quick check on the internet to verify my rental and upon my surprise I noticed that the same rental location had the same level of car that they provided at only $150 (again for the same duration of rental reservation).I called up [redacted] immediately to ask him about the discrepancy in price. He rudely said that "this is my price" and hung up the phone on me. This kind of unethical behavior and terrible customer service is some thing I cannot support and so I immediately went back to the rental location to return the car at 9.20 am. In total I had the car with me only a little more than an hour. However, [redacted] charged me for an entire day of rental for $69.59 and did not give any credit for filing up the gas tank in the car. Having wasted almost two hours, I did not argue any further and so I paid the balance.Desired Settlement: I want the entire amount of $69.59 to be refunded to me in total. I'm willing to let go of the amount I paid for filling up the gas tank.

Review: On November 24, 2014 I rented a vehicle from enterprise I had to pay extra to get into a larger vehicle because my insurance would only pay for a midsize car. We had to drive 400 miles without the heater working in the back of the SUV. As soon as I got to [redacted] I went straight to an Enterprise. At that location I was told I had to call the place I rented from. I called the [redacted] location who told me to call roadside. I called roadside. They advised me that there was no other vehicle to switch me out of and that I had to keep calling back to see if one became available. For 4 days we were stuck in a vehicle that had no rear working air. After numerous hours and 4 days later I was told a location that is 45 minutes from where I was had a vehicle to trade me into. I was placed into a huge truck that only got 10 miles to the gallon. I had to drive this monster 400 miles to get back home and then another 100 miles to get it back to enterprise. I was then traded into a smaller vehicle. When I left enterprise the car had a check engine light on as well as a low tire pressure light on. I was in this rental for 3 days. I finally noticed that I had a nail in the tire. I took it back and was told if I could take it to get the tire repaired. This was the worst experience ever. I did NOT get an even im sorry for all this. Lucky I did not crash and die because I was rented a car with a nail in it and a check engine light on. Enteprise put me in this car knowning these lights were on. I want a refund for all this especially driving in a vehicle that only gets 10 miles to the gallon that I had NO choice but to drive. Thank you for your prompt attention in this matter.Desired Settlement: Please give me a refund for all the hassle, gas guzzling and unsafe vehicles I had to deal with at one time.

Business

Response:

Refunded the customer for the out of pocket for the rental. Completely satisfied with resolution. Will rent from us again for Spring Break [redacted]Executive Assistant

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Your attention is invited to the enclosed letter I wrote to the [redacted] Enterprise [redacted]. Arpt

I believe the unethical business practice of not sending my wife,Erlinda,as promised by Enterprise Lost and Found agent [redacted] and my not receiving the found Consumer Cellular cell phone found in the returned Rental [redacted] is uncalled for. I have not received any response from phone calls nor my comments oa the Enterprise Lost and Found website about the non-receipt of the cell phone.Desired Settlement: Hopefully, you can check the veracity of my comments of my comments to ERAC and help resolve the problem.

Your earnest reply is gratefully apprecia ted. Thank you.

Business

Response:

This is the one that was sent back by Fed Ex. I spoke to the wife and she was going to [redacted] shortly so she had me send it to her in [redacted]. She said that it probably did not get delivered the first time because that building is secured and her husband was probably not there when they tried to deliver it. I sent you an email at the time informing you that It would be going to the wife.[redacted]

Review: This is a complaint on both the product and the service or lack there of after the intial problem. I have included the two emails that followed, first to the Branch Manager [redacted] on 2/20/15 and after no response I forwarded that to his District Manager [redacted] on 3/10/15 and both with no reply. Please reach out to me with a further resolution. Thanks Hello [redacted], I wanted to forward you an email I sent to one of your Branch Managers about a recent experience I had about 3 weeks ago. I never received any follow up to my email and I wanted to inquire with you as to why? [redacted] Officer - Risk Operations Team Manager Overdraft Collections [redacted] From: [redacted] - 5 Sent: Friday, February 20, 2015 12:46 PMTo: '[redacted].[redacted]'Subject: Car Rental Hello Mr. [redacted], My name is [redacted] and I recently rented a Chrysler 200 at your location on [redacted] while my car was being repaired next door at [redacted] Collision. I picked up the vehicle originally on 2/9 at 1pm and everything seemed fine. I didnt drive much, mostly to and from work, but on Sunday the 15th I was driving on the freeway headed towards [redacted], actually [redacted] to play a Finals match in the National Racquetball Championships. I was driving and about a mile or so before the exit of [redacted] the steering wheel started to vibrate and as I approached the exit it got more violent, so as I started to decelerate towards the light, about 200 feet prior to the light it got really bad and as I approached the light suddenly the tire shot off the car and through the intersection. I grabbed the steering wheel trying to keep the car in the same lane, as there were cars on both sides of me and eventually bringing the car to a halt about 75 feet before the light. Needless to say, it was a very harrowing experience. I was extremely shaken and literally shaking. I did phone the Enterprise Roadside Assistance. After about a 20 minute wait I got to speak with [redacted], she was very calmiseDesired Settlement: I dont know what to ask for a resolution, but no response from two members of Management from this well known company is certainly not an appropriate service level. Especially after dealing with such a poor product experience as a tire coming off in the middle of the freeway. Very scary predicament and abseloutely no apology or ownership for such a bad experience.

Business

Response:

I apologize for the delay on the response. We have been working on getting all the info together. My GM reached out to Mr. [redacted] and apologized for the issues with the car. We have worked out the situation with Mr. [redacted] and offered him rental coupons. Please let me know if there is anything more that you need. I believe that this was the last open concern. If not please let me know. Thanks! Description: cid:[redacted]Executive Assistant[redacted]

Review: When picking up our rental car we were told one price of $198. All fee's and taxes were listed on a contract that we had signed with them. I added insurance at $13 a day which would make my total $303 dollars including taxes and fee's. Upon returning the rental car, the contract was void for some reason and new fee's were added. I was forced to pay over $400 dollars due to the new fee's that they would not remove, even though they are removed in my original contract. They did not meet my original signed contract, yet want to hold me liable for other portions of it. Why are they allowed to alter it, but I have to abide by it no matter what?

I also have to question why I paid for insurance through them, but they will not use this insurance to file a claim for their car? Instead they insist of forcing me to pay a deductible and use my personal insurance. They would not let me use [redacted]'s insurance to cover damage either. I was in a car accident and it was not my fault. This was the only "insurance" they offered, the others were waivers and not insurance. So I don't understand why a claim could not be filed through them to cover the deductible and allow me to use my [redacted] coverage for protection.Desired Settlement: I want my refund for the charges that were added to my card that were not originally listed. Due to their "policy" they have dug me into a hole. I have no money to pay for bills at all and will not be able to use the [redacted] protection because of them.

I also want to request that they make their policies easier to understand so people will see that this can happen to them. They hide their policies in a whole bunch of legal documentation and alter it upon arrival. That should not be legal. People need to more plainly know what the risks are while renting a car here. Especially if it could mean you have to pay close to $1000 dollars out-of-pocket at the time of arrival.

Finally I want no part in them holding any of this against me as I was not at-fault and they need to follow standard insurance procedures instead of coming after me.

Business

Response:

WE never actually talked to the customer as he never returned any calls. His deductible was refunded.

Review: THIS COMPLAINT INVOLVES RENTAL AGREEMENT #[redacted] WHICH WAS INITIATED ON JULY 02, 2015 (JULY 4TH WEEKEND). THE AGREEMENT THAT I SIGNED STATED THAT THE RENTAL WOULD BEGIN ON THURSDAY JULY 02, 2015 AT 02:38 PM AND END ON THURSDAY JULY 09, 2015 AT 02:PM FOR A TOTAL OF 7 DAYS IN THE AMOUNT OF $335.61 WITH AN ADDITIONAL $100.00 DEPOSIT FOR A TOTAL OF $435.61 OF WHICH I AGREED AND PAID FOR VIA MY DEBIT CARD.ON JULY 02, 2015 THE SAME DAY THAT I RENTED THE VEHICLE ABOUT 5 PM WHEN I PARKED THE CAR AT MY RESIDENCE WHEN I GOT OUT OF THE CAR I HEARD AIR COMING FROM THE RIGHT FRONT PASSENGER SIDE TIRE AND THE TIRE WENT FLAT. I CALLED ENTERPRISE ROADSIDE ASSISTANCE AND THEY SENT A TECHNICIAN TO CHANGE THE TIRE AND PLACE THE DONUT ON. THE TECHNICIAN INFORMED ME THAT THERE WOULD BE A $49.00 SERVICE CHAGE PLACED ON MY CREDIT/DEBIT CARD AS A RESULT OF THAT SERVICE. AFTER THE SERVICE TECHNICIAN LEFT I IMMEDIATELY CALLED [redacted] AT ENTERPRISE AND INFORMED HIM OF WHAT HAPPENED, HE INSTRUCTED ME TO GO TO [redacted] COMPLETE AUTO CARE LOCATED AT [redacted]. AND HAVE THE TIRE EITHER REPAIRED OR REPLACED BECAUSE ENTERPRISE HAD A CONTRACT WITH THEM AND THERE WOULD BE NO CHARGE TO ME.I THEN TOLD [redacted] ABOUT THE $49.00 SERVICE CHARGE PLACED AGAINST MY CREDIT/DEBIT CARD AND HE ([redacted]) INFORMED ME THAT HE/ENTERPRISE WOULD WAIVE THAT CHARGE AND I SAID OKAY.ON JULY 08, 2015 ONE DAY BEFORE THE VEHICLE WAS TO BE RETURNED I CALLED [redacted]/ENTERPRISE AND INFORMED HIM THAT I WANTED TO KEEP THE VEHICLE FOR ANOTHER WEEK BUT NOT AT THE HOLIDAY RATE BUT AT THE REGULAR RATE FROM THURSDAY 07/09/15 UNTIL THURSDAY 07/16/15 AT 2:00 PM AND THAT I WOULD COME IN TO GET A NEW CONTRACT AT THE LOWER RATE. [redacted] INSISTED THAT I NOT COME IN AND THAT IF I PAID AN ADDITIONAL $129.84 WITH MY CREDIT CARD THAT THAT WOULD COVER THE 2ND WEEK AND THAT THE $100.00 DEPOSIT WOULD COVER THE 2ND WEEK AS WELL, NEEDLESS TO SAY ENTERPRISE CHARGED MY CREDIT CARD AN ADDITIONAL $170.84 IN CHARGES AND GAVE ME A FRUADULENT FINAL BILL AND NO REFUND OF MY DEPOSIT.Desired Settlement: I WOULD LIKE FOR ENTERPRISE TO REFUND MY $170.84 BACK TO MY CREDIT/DEBIT CARD ALONG WITH A WRITTEN APOLOGY FOR ILLEGALLY TAKING MY MONEY AND PROVIDING ME WITH A FRAUDLENT FINAL BILL.IF THEY (ENTERPRISE) ARE UNWILLING TO PROVIDE ME THE ABOVE RESOLUTION THEN THE SECOND RESOLUTION IS THAT THEY (ENTERPRISE) PROVIDE ME WITH A CAR RENTAL FOR ONE WEEK AT THEIR EXSPENCE INCLUDING THE COST OF INSURANCE FOR THAT ONE WEEK.

Review: Enterprise withdrew money from account without authorization. I rented a car through my insurance back in may of this year. The [redacted] who had my truck was supposed to cover the bill from enterprise. When I returned the rental car, enterprise told me the bill was sent to [redacted] and was good to go. Now two months later enterprise withdrew $801.24 from my bank account. After speaking with [redacted] at [redacted] enterprise, and [redacted] collision, [redacted] paid a portion of the bill and I was left with the rest. When I spoke to [redacted] at enterprise about working with me on the bill that was left over she originally was in agreeance and was to get it handled through her manager. After being told they would break up the charges in three separate payments, now I'm nbeing told they won't work with me and they will be keeping their money all together.

Product_Or_Service: rental carDesired Settlement: DesiredSettlementID: Refund

Because of the hassle I would like to be refunded what they took, $350.00.

Business

Response:

$350 was refuded to the customer as requested. Please close

Review: In the beginning of April we had to rent a car from enterprise because [redacted] had to fix our car. [redacted] cover the cost of the car and we had no issues there. When we went to go pick up the car, the sales associate told us that it would be a really good idea to get the insurance through them at $18 per day. He did not inform us that we do have another option, or to get in contact with our insurance company to see if they will cover the car. He just told us our only option was the insurance they offer. we found out after we already signed that our insurance will cover the car because we have full coverage on the car being fixed. When I went to talk to the manager, the associates there said he was not available and I had to talk to the next person in charge. I got little to no cooperation with the person and he said there was no other option but for me to pay so I reluctantly paid the $57 and went home. A couple days later I noticed in our account that they had not refunded the $50 holding fee they charge when you first rent the car, so I called the customer helpline. I got sent through a confusing automated system that finally put me through to a manager.eHe listened to my situation and looked up the information. He asked what he can do to make me satisfied and suggested a half refund to meet in the middle. I told him I did not want to be that customer that he remembers as annoying and he told me not to worry about that that he wants me to be happy. So I said OK let's do the refund. He said OK he will refund the $50 dollars. I said oh Ok Thank you so much. It has been 2 weeks since that conversation and the money still shows no refund in our account. I am not happy at all and it feels dishonest and makes me feel like I cannot trust them anymore. If they can pull this off what is to stop them from cheating other people out of money like this. I hope we can get this resolved soon.Desired Settlement: I now want the full refund of what I was charged and nothing else. I am not doing this because I want to get free stuff I just want my money back. I tried direct contact and got no cooperation. So now I am going through here.

Business

Response:

This concern came into us via our own complaint system and was resolved a week ago. Customer was refunded.

Review: I had a car accident and I was injured and broke my leg and ribs. I called Enterprise and reserved a car, even though they advertise they will bring the car to you...they refused. I was quoted $23.99 a day and was to be billed to my insurance company. The next day I called to confirm rental but when I got there she said she was unable to find my reservation even though I provided the number, then she said she found it and said she would cancel the on she just made. She gave me a hybrid and handed me the paperwork. I was in so much pain I did not notice she changed everything about my rental...it was not $44.00 a day with me being responsible for $4.00 a day. So I called and asked to speak to a manger and was told she was not in and I spoke to Jill who said she would change it. I told her that I was unable to drive the car because I had a stabilization boot and it did not fit between the pedals and asked for a different and was told they had nothing at that time. I called and filed a complaint with both the local and regional manger, I called several times before receiving a call back from Mike M[redacted] who refused to help so I asked for his supervisor to call me and I soon received a call back from his employee Garrett who also refused to resolve the issue. The issue being I had now had the car 3 weeks (now 4) and was not able to drive it. I then called the corporate office and made an official complaint and asked who would be calling me back they told me Scott B[redacted] at [redacted],but to this day I have NOT received a call from anyone form ENTERPRISE CAR RENTALDesired Settlement: I would like contact by the company and the days I was NOT able to use their vehicle adjusted.

Business

Response:

This has been handed with the customer. Michele P[redacted]Executive Assistant[redacted]

Review: Another company rented a car for me after an auto accident that I was not responsible for. In October 2014, when I returned the car, Enterprise said that they were going to file a claim against me for alleged damage. I was not involved in any accident and did not hit anything during my use of the vehicle. Further, the alleged damage that they are claiming is imperceptible in photos. I have about a dozen photos showing the alleged damage which is imperceptible. Enterprise immediately charged my card $500.00 dollars even though my insurance deductible is $250. I submitted photos and a description to their claim department. Enterprise has never contacted me or my insurance company regarding their claim. Enterprise again charged me another $500.00 on my credit card on January 19, 2015. I have no idea why they charged me, I was not notified of the charge and I still have never been contacted by the Enterprise claim department. I would like to submit my photos to you for your information. When I contacted my insurance company in October, they notified me that there has been an increase in these types of claims by insurance companies, indicating that there may be spam going on to increase rental car profits. Again, Enterprise has never contacted me after I tried to contact them and after I submitted the claim information to them. Enterprise has never contacted my insurance company about their claim. Enterprise has now charged $1,000.00 to my credit card, abusing my signature on the original contract which gives them the right to charge my card. I have been wrongly charged and want to take action against them. I want my money back. Thank you,Desired Settlement: I want a formal apology from Enterprise for the poor customer service. I want the employee who did this to me demoted. I want a full refund for the $1,000.00 in charges that Enterprise charged to my credit card with the second $500.00 being charged to my card with no notification or reason provided to me. Companies should not be allowed to create customers this way.

Business

Response:

This concern was handled a while ago. The Customer received her 500 back that we took and an additional 500.00 this one is closed[redacted]Executive Assistant

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I rented a car through Priceline. I also purchased an insurance through Priceline by Berkely Insurance. The rental car was rear ended by City of Phoenix bus on 1/31. I called Enter. and talked to [redacted], the manager.I returned the car on 2/3/2014.I was assisted by [redacted] who was rude and disrespectful. She incorrectly filled out the accident claim form. Although I told her that Berkely provided a full insurance coverage and showed her a copy of the policy, [redacted] kept referring to Berkely as "third party secondary insurance". In the middle of assisting us, she stopped and began assisting another customer when in fact there were three other Enterprise employees behind the desk who seemed to be having a good time. When I asked her why she quit helping us she replied she was "multitasking". We also got a head bob and hand held up to our faces when we disagreed with statements she was making regarding the insurance coverage. She told my girlfriend, in a condescending manner"I am trying to have a conversation with you". She called another employee who confirmed, without reading the policy, that Berkely insurance was not the primary insurance.Enterprise made a copy of the Berkely's insurance, yet she is holding a $250 deductible on my credit card WITHOUT A SIGNED CREDIT CARD SLIP. I was informed today by [redacted], my personal car's insurance,that the City of Phoenix bus driver has filed claim with [redacted] stating I was the one that was responsible for the collision and that the driver was filing a medical claim!!! I only told to Enterprise that I had [redacted] as an insurance for my personal car. I would like to know the reason Enterprise made such false comment to [redacted]?Several times, [redacted] said that it would not have happened if we had taken the insurance via Enterprise. Is this a retaliation for not taking your insurance???Desired Settlement: I would like my $250 deductible released immediately and for Enterprise to withdraw the claim with [redacted] and settle the insurance issue properly, through Berkely and the City of Phoenix.

Business

Response:

We have left several messages for this customer with no response. Please close.

Review: Re: Claim #[redacted] Enterprise Rent-A-Car

PO Box [redacted]

To Whom It May Concern:

I am filing a formal complaint on Enterprise Rent-A-Car for making a false accusation that I damaged a rental vehicle on 12/08/2015.

On 12/02/2015 I came into Enterprise on [redacted] to pick up a rental car. I was given a rental agreement #7[redacted] A gentleman quickly walked around the brown Toyota Camry and marked that there was no damage to the vehicle. He told me to initial the contract stating that there was no aesthetic damage. Once I got on the road, I noticed that there was a large crack in the windshield about the size of a golf ball. I called their office immediately and had a representative make a note of it. Since this went unnoticed by the gentlemen who did the walk through, there could have been more unseen damage to the vehicle.

I drove this vehicle from 12/02-12/08/2015 with no problems, accidents, or damage occurring. I have a witness that rode with me in the car every time I drove it. I can provide his name and phone number if needed.

When I was in Enterprise on 12/02/2015 the gentleman helping me told me that as a courtesy I can leave the rental car at the body shop where my car was getting fixed and Enterprise will come and pick it up. So on 12/08/2015, I dropped the rental car off at Service Arizona on [redacted]. Again, there was no damage to the vehicle that was done by me.

More than a month later, on 01/19/2016, I received a letter stating that there was going to be a claim filed (0[redacted] for damages that I was completely unaware of. I read online that the Enterprise policy is to call the renter and discuss the damages before it even goes to claims. This never happened. In fact, I never heard from the Paul, the Manager of my local Enterprise office, until after I went in the office to complain. He then left me my first message on 01/20/2016 just stating that I was responsible for the damages. On 01/19/2016 I also called the claims department and requested that pictures of the damages be emailed to me. I still have yet to receive any pictures or documentation.

I know for a fact that I did not cause any damage to this vehicle. The damages may have been there from the previous renter, or may have been incurred after I dropped the vehicle off at [redacted] Since the procedures were not followed correctly and I still don’t have any evidence of the damage, I am requesting that this claim be dropped and all liability be removed.

Sincerely,

[redacted]Desired Settlement: Drop the claim against me and remove any and all liability for the repairs

Business

Response:

Please close we are not pursuing the customer for the damage. cid:image001.gif@[redacted] Michele P[redacted]Executive Assistant[redacted]axMichele.T.P[redacted]@ehi.comOperatingcid:image003.jpg@01D0...⇄ Administrative Headquarters[redacted]USAenterpriseholdings.com

Review: On Monday, February 2, 2015 I rented a car from Enterprise-Rent-A-Car at the [redacted] location, and returned it upon completion of my car's reparis on Friday, February 27, 2015. At the time of the rental on the 2nd, I had just been in a car accident and my [redacted] insurance directed me to Enterprise for my rental while my car was being repaired. I never once was asked about, offered or even had a discussion about any extra charges with the rental - I only needed the car itself, as I am fully insured through [redacted]. However, when I submitted my final invoice from Enterprise to the insurance company, I saw a $415 'DW' charge. When I called and asked what this was, the Enterprise location told me it was a $15.99/day fee for their Damage Waiver. Again, I was never asked about this coverage at the time of rental, muchless agreed to it! However, they took the liberty to just adding it to my rental ($19.99/day) without asking me if I wanted it or going over the charge with me. I had my mother with me at the time of the rental, and she can verify that the gentleman did not ask me or explain this coverage to me that they added to my rental without my knowledge. When I called Enterprise on Wednesday, March 11, I spoke with the Manager [redacted] about this who blew me off and said he would return my call. He did not. I called the Enterperise location again the morning of Thursday, March 12, and spoke to Paul who was incredibly rude, argumentative, demeaning and flat out disrespectful. He said, and I quote, "I find it hard to believe that you signed the agreement without knowing what you were signing, even if you had just gotten in a car accident and were shaken up, as you say you were. There is absoultely no way I am going to refund you over $400 in charges - this is your own fault." Such disgusting behavior!!!! I have used Enterprise in the past and have been treated with respect and had all charges and coverages thoroughly explained to me. However, this location is sneaky and dirty and will add on charges to people's rentals in an attempt to make more money. Especially when they know the renter (myself) was shook up from a car accident and not fully absorbing the situation. I would like this amount to be refunded as it is not a mandatory coverage, it was never offered to me, I never agreed to it, and they basically took $415 of my money without my consent and have no desire to make this situation correct. Terrible, terrible, terrible customer service. DO NOT GO TO THIS LOCATION!Desired Settlement: Refund for the DW total fee of $415.

Business

Response:

DW Charges have been refunded. [redacted]

Review: I rented a car from [redacted] Enterprise Rent-A-Car location, and when I returned the car the associate told me that there was a scratch mark underneath the front bumper on the right side of the vehicle. I told the associate that I was the only driver of the vehicle and that I did not hit anything while I had it. The associate then pressured me into paying a $250 "deductible" for the damage and explained they have to go through their accident repair process. I was told the damage had to of been caused by me since the car is inspected by trained professionals each time before the car is rented. I also inspected the car before renting it however I did not think to inspect underneath the front bumper as you have to get pretty close to the ground to see the scratch mark they claimed I caused. To pay off the "deductible" Enterprise says I owe, they kept the $138 deposit I gave them when I rented the car and told me I still owed $112 and had to pay it within a few days or they would submit it to collections which will affect my credit score. I tried other routes to have this matter resolved since I am in firm belief that I did not scratch the front bumper, including contacting the Regional Manager of this Enterprise location, all of which have been no help. This car that I rented had numerous other scratches, dents, and rust marks all over it that have never been repaired, including other scratch marks on the very same front bumper of the vehicle. Because of this I feel as though Enterprise is trying to take advantage of me for something that I did not do, and is trying to pressure me into paying this "deductible" and any costs of the repairs over the deductible. They claim they have already taken the car to the body shop for repairs and told me that I am responsible for the cost of the repairs no matter the amount and have not shown me any repair estimate documentation. I want to emphasize that I did not do this damage and they have unilaterally been judge and jury on this matter.Desired Settlement: I would like my $138 deposit refunded to me, as it was promised to me when I rented the vehicle once the vehicle was returned. I would also like the $112 fee that Enterprise says I still owe to be waived. I would also like to receive a written statement noting that I am not liable for any potential repairs to the vehicle I rented.

Business

Response:

We attempted to reach this customer numerous times with no luck.

Review: I went to Enterprise to rent a car after my accident since [redacted] works with them. When I rented the car I asked about the additional cost for enterprise rental insurance and since they work with [redacted] I assumed they knew what they were talking about. They told me that since they work with [redacted] that [redacted] should pay for it but but couldn't promise me for sure. Well I found out they took out almost $1500 out of my account without even telling me to pay for the extra rental insurance. Again since they work with [redacted] they should have know and told me that they don't pay for the extra rental insurance since they already knew they wouldn't. I feel they pulled a fast one on me, scamed me for extra money. wWhen I talked to them they told me that they didn't trick me its just policy to get people to buy the rental insurance.Desired Settlement: I would like a refund of my money due to the fact that they knew in advance that [redacted] would not pay for the rental insurance. [redacted] was displeased when I told them what Enterprise did in their name.

Business

Response:

I spoke with [redacted]. He explained the situation, and reiterated what hewrote in his complaint. I apologized for the miscommunication. He said noproblem, that he liked everyone at the branch but he felt mislead. I apologizedagain, and explained that 5021 was under the impression that he told them hewanted the full coverage because he was going to have the 3rd party reimbursehim, which is why they took $1200 in authorizations at the time of rental.However, I again apologized, and asked him what he thought was fair and whatwould make him completely satisfied. He said half. I asked him if I refundedthat amount would he be completely satisfied, and he said yes and he loved thefollow up and the team and he would be back. I thanked him, and refunded$728.11.

Consumer

Response:

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

enterprise said I would have a refund check for half and it would be out I within two days. I should have got it last week. I'll wait till I see the check.

Regards,

Review: I returned the at the branch of 19th avenue and dunlap ( close to my work) on Monday noon at 12:00 noon. he gave me the charge as 92.67. I was astonished and told him that it is weekend special. he said that I have to call the branch number which is [redacted] which is in [redacted]. and that is where I rented the car and where [redacted] works.I called [redacted] and he was rude on the phone more than when I met him.he said that it does not show that I got the car at specials, I told him it was on the weekend and I made sure that it is on the special and he might not did the transaction right on the system. he said no he did it right , and he put me on hold for 20 minutes, he came back more rude and he said that the reason for overcharging me that I upgraded the car.I said that never happened. I took the [redacted] which was on the special and if not it is not my fault as I never chose the car, I got the one which they gave me and I asked them 10 times, and made it clear I need the weekend special, I even reserved online weekend special and I have the reservation number.he said you know what this time I will do it but next time you have to be careful. I said no I do not have to be more careful as I already know what I am asking for 2 years now in the weekend. also I told him it is not my fault to tell me so, he said have a great day and hung up on me.yes he did hung up on me. does enterprise started to fall down to hire people like [redacted] with no zero customer service, no zero respect to customers or elder, with a lot of ugly attitude?in this branch I had a less harsh experience almost 6 months ago and at that time it was the assistant manager, what is wrong with this branch, is it too far from the network to watch and make people act at the same way people in 44 street and Thomas act? where is the regional managerDesired Settlement: I need my money back all of it as the service was so bad in a way I feel disrespected and mistreated and ripped off, and apology from that kid [redacted] and the manager together. I need a guarantee to have better customer service in the same branch and in case of terminating the manager or [redacted] or anybody I need this branch to be watched by the higher authority to see what is wrong. I cannot have the same bad experience every time I rent a car from the branch which is close to me.

Business

Response:

I finally spoke to him to apologize and resolve it. We are refunding the entire rental.