ENTERPRISE RENT A CAR

Review: I made a reservation for a rental car to go out of state for a family event that was in June 18, 2015. I was to pick up the rental car the evening of June 17, 2015. I received a confirmation call from a woman who worked at the location on June 16, 2015, she stated she was verifying I was going to pick up the car the next day, I advised her I was and she said great, we ended the call shortly after. When I arrived at the Enterprise location on June 17,2015, a representative told me that they did not have a car for me and my reservation was a "tentative" reservation. I left highly upset because this was never explained to me and I was never advised that there may not be a car available at anytime prior. I contacted the corporate office and filed a complaint and the supervisor that I spoke with at the corporate office explained to me that there is no such thing as a "tentative" reservation you either have one or you don't. He also stated that he would put in the complaint and the regional manager for that location would need to call me and I should receive a call within a week. Weeks go by and I never received a call. I contacted the corporate office again a around July 25, 2016 and another supervisor told me the same thing about a "tentative" reservation not existing for Enterprise and she filed another complaint and stated she would escalate it as my second call I should hear something in 3 days by email and then receive a call a few days later from the regional manager. Once again a few weeks go by and I never heard anything. I called again today, August 19, 2015, spoke with another supervisor, Amy and she stated that she would get the complaint over and I should be hearing from them soon. I have a reservation for 9-03-15 and if nothing is resolved I will no longer use this business.Desired Settlement: I have a reservation for Sept 3,2015 and I would like to be compensated. Supervisors at the corporate office have told me themselves that there is no such thing as a tentative reservation, you either have a reservation or you don't. The point of a reservation is to assure that something is held for you. I had to go to another rental car company and ended up paying more money because it was last minute and the only location open was at the airport.

Business

Response:

This customer was handled a while ago by our Branch Manager. She was offered a 20% discount on her next rental, she accepted and we sent a coupon out to her. Please close.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution has been satisfactory to me. This matter has been handled by the company and I was offered a discount of 20% which I am pleased with. I consider this complaint to be resolved.

Regards,

Review: the complaint is the sales person said that gas would be 2.99 and bring the car back empty. since I had the longer than expected I had to fill it up once at 3.09 a gallon it cost me approx 18.00 dollars. the car was at the same point when I returned it that I feel and thought it would cost me approx. 18.00 to fill it back up. enterprise charged my account 23.00 almost 24.00 11 gallons, talking about tax and I also ask them not to debit my account because there was no money in the account the sales person ask if there was 5.00 in the account and I couldn't even say yes to that. but it did go through, but I ask them not to debit my account and I would pay cash to the tune of 19.00. this is a mental destress this is causing all the pre-paid bills to be returned it could have been avoided if they had just call me. they were waited for final payment from the other guys insuranceDesired Settlement: credit my account 5.00 dollars immediately.

Business

Response:

Customer was refunded the 5.00 she requested.

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 was sideswiped on

the freeway by an renter of an Enterprise rental car. DPS came to the scene and

determined that no fault could be assessed, no citations were issued and that

we each were responsible for our own vehicles. Enterprise however has been

calling and sending me harrassing letters weekly demanding payment of 299.00 to

fix the vehicle. I called them and they asked for a copy of the police report

stating if they had that they would close the file and not contact me again. I

sent the police report and enterprise said it didnt say he was at fault, he

didnt get a citation so therefore I was at fault-neither of us got a citation

and the report did not say I was at fault. They continue to harrass me, now

threatening a lawsuit and collections if I do not pay for the damage to the

vehicle. The driver of the rental car did not take out insurance. My insurance

company also agrees that it was not my fault and will not pay the claim(which I

agree with).Desired Settlement: A letter of apology and an

immediate closure of the absurd file.

Business

Response:

We have made several attempts to contact Mr[redacted] with no response. We do not have any record of a Mr[redacted] having an accident. We need more info from this customer in order to resolve.

Review: Breach of Contract, Failure to honor advertised rate. Bad faith dealing.

I reserved a car online on 01-02-14. Per the confirmation email I reserved one Premium car at a rate of $49.99 per day. I was to pick it up on Jan. 2 and return it on Sunday Jan 5th per the confirmation and terms of the booking. I arrived at the Green Valley, AZ location at approx 2:30. Enterprise had no premium cars. They told me they only had a [redacted]. According to them at that time the [redacted] rents for $200 per day and I was lucky to get that car at such a low rate. Later upon reviewing there website it is evident that the [redacted] is actually considered a Full Size car and rents for #37.00 day. Enterprise offered no credit in rental fees.

After driving the [redacted] for one day it was evident that it was not working out as had no room in the back seat and we were traveling with 4 people. I stopped at a Phoenix location and inquired as to changing the car for a premium car of which I actually paid for. They said they had nothing but that they would give me a [redacted] of which they claimed was a Full Size car. They offered no reduction in rent. After stating the car looked pretty cheap and I doubt it was a premium car they finally agreed to take 10 off the rental price. Later looking at the website it shows the [redacted] is actually a compact car that rents for $29.00 per day. They made me feel like I was getting a deal by renting the [redacted] for $39.99 per day.

Then I returned the car at 2:30 just like the contract stated to do on Sunday the 5th. Instead of charging me for the 3 days, Enterprise now charges me for 4 days. They state that because they are not open on Sunday I have to pay an additional day. Nothing in the contract or the reservation states anything to this effect.

I was ripped off at every turn with Enterprise.

My trip was uncomfortable as I did not get the car I ordered. Plus I was charged more than what I should have.Desired Settlement: Refund all of what I paid.

Business

Response:

Done….full refund. Customer was firm about full refund…after re-reading the complaint, I agreed.

Area Rental Manager

Daily Rental

Enterprise Rent-a-car

Review: On 20 August 2013, I rented a black dodge mini-van from the Enterprise Rent-A-Car on Camp Pendleton Ca. During the initial inspection as the agent and I were looking over the vehicle I pointed out a scratch on the front bumper. The agent conveyed to me that it wasn't an issue and that the vehicle was to be sold soon. The vehicle has 41,660 miles on it. Once he mentioned the fact it was to be sold and the very little concern showed for the scratch, I didn't look over the rest of the vehicle in as much detail. It is important to note that the vehicle had been washed, but was not clean inside or out, still covered with a light dirt film that covered any additional scratches. I washed the vehicle when I returned home.At 4:00 P.M. on 23 August, I turned the vehicle in at the same location. Upon the turn-in inspection the agent pointed out scratches along the bottom of the hatch-back. At the base of the scratches was some chipped paint and rust. The agent said I was responsible. I requested to see historical documentation (previous rental agreements) that could possibly reflect the damage from another renter. I was refused this request. In addition, when I requested to speak to the agents boss, he denied the request and said his manager was in Palm Springs. I'm confident I didn't cause this damage, and am filing this claim in order to receive all the historical documentation that could exonerate the claim against me. In addition, I also feel that when the agent conveyed that the scratch on the from bumper wasn't a big deal and that the vehicle was going to be sold soon after, presented a sense of unimportance about the condition of the vehicle. I also feel that it's important to note during the initial inspection that on the bottom of the rental contract, the agent added that the rear bumper was misaligned.Desired Settlement: Drop the claim against me for the scratches to the hatch back.

Review: Enterprise Sacramento charges cards without authorization to earn commissions. Then tricks their old computer system. They hit me for 900 dollars. They advertise that they will pick you up, however after multiple requests were denied I was told by several locations that they in fact "really do not do that". Also, customer support really can not make any decisions. I reserved a vehicle at Lakeport, CA and was told I could pick it up at 5 thirty by the manager, he went home sick without bothering to call me. I reserved a car at the Ukiah, CA location 45 minutes away for the next day. I called the manager to discuss what kind of vehicale I would be getting, because the several of the Ukiah vehicles had expired tags and I did not want to drive an illegal vehicle, at that time he told me that my reservation was below what he wanted to offer a vehicle on a busy weekend and that he rented my vehicle to another person who had placed a more lucrative reservation. I was able to pick up vehicle in sacramento, Matt their manager was very helpful. He set me up with a monthly rental at 631.00, 90.00 dollars more than my original rental, and a 6 hour round trip from my home. He said that I could extend the rental at the end of the month on a weekly basis at a rate of 631 monthly divided by the number of days of the rental, then return it in lakeport when my rental was up. When the month was I called to extend I was told Matt was gone and that I had to return the vehicle to Lakeport or extend it there. I made attempts to extend my rental in Lakeport, but was told literally by every employee and the manager that they did not have time that particular day and to call the next. I called Sacramento to see if they would help me they said I had to go to Lakeport. Then, they chargde my card for 305 dollars, which should have covered 13 rental days, then they charged my card for 600 dollars. This only provided 3 days of rental, and that I had to pay more or return the vehicle. I returned it.Desired Settlement: I want a refund, but doubt I will get one. They dont care. I have called and left several complaints and have received no calls back as promised. I was told by an employee that the girl that charged my card was trying to hit some sort of commission on the holiday weekend and that the manager was involved and that somehow it had been erased out of system and she could not credit it, but that she wanted to. She said I could dispute it, but the manager sends in our prior paid contract, as unpaid.

Review: Greetings,I am filing this complaint in order to have the issues addressed and resolved as the furtherance of my business with Enterprise is in jeopardy along with the business enterprise has conducted with other friends and families I know and have shared my experience with.I usually rent every weekend with enterprise for the last few months. In the past 4-6 weeks I have picked up a car pursuant to my reservation and have always received it dirty. There has been no effort to rectify the issue or credits granted in order to offset such devalued service and product quality. As a matter of fact, I, the customer, have been implicitly blamed for receiving a dirty car because I am "not willing to wait" for the cleaning. That is ridiculous. I make a reservation in order to have my clean car ready at that reserved time, not to arrive and be expected to wait an extra hour for the cleaning. It is there responsibility to have the car clean and ready to go at the moment of pick up. Anything less is a breach of contract and false advertisement. Incompetent services and a product not conveyed as promise is a breach of a promise and should not be exchanged for full value as if it was an accurate service or quality product as promised. I haven't been offered a discount ever. I have only been accused. Furthermore, I am always waiting half an hour past my reservation time until being helped. Additionally they always have a tendency to skip me and quickly help a white person who just walked in. I am a person of color and I am always sitting waiting to be served next when previous guest have been helped but usually I am always overlooked and/or ignored by a white person walking in or standing by. No effort is made to ask or inquire if I am next. The white guest always is assumed to be next, and is helped immediately, until I speak up, as usual. I am tired of incompetent service, poor quality of product (dirty car), and accusations. The manager I have spoken to has made no effort to rectify the issue.Desired Settlement: I would like refunds to be granted.The business will learn its lesson when pecuniary interest is not favorable and will get the proper signals to improve service and quality of product when there money is now at stake.

Review: My Mechanic shop Ayres Automotive called Enterprise and set up a rental car for me as they had my vehical for about 2 weeks now and they needed the car longer still. Ayres and Enterprise both told me that Ayres was paying for the rental. I ask enterprise and ayres what I was responsible for and I was told by both of them " I was responsible only for the Gas in the vehical and any damage that may be caused while I have the vehical." Then the day before my car was going to be completely fixed. I received a call from enterprise saying that I was responsible for a portion of the rental because Ayres the Mechanic Shop is now only willing to pay for 7 days and will not pay for the entire rental. I asked enterprise why I was not contacted on the date that Ayres had decided to stop paying for the rental car and Ayres did not contact the rental agency to let them know until that day. Now Enterprise is trying to bill me for a bill that Ayres had agreed to pay. I am now stuck with the rate that Ayres has a contract for for $24.99 per day for a total of 5 days that comes to $134.95. I was not told at anytime that I was going to have to pay for anything till Ayres changed there Mind. and now they are telling me that I am responsible for the bill of the rental. If I had known that I was responsible for the bill if Ayres changed there mind I never would have gotten the Vehical. I was told that I was getting the vehical through the account that Ayres has with enterprise which is why they didn't need a credit card or a debit card from me. I don't understand how enterprise as a company can have an account set up with other companys (Like Ayres) to get there customers into a vehical, and not be able to bill that company that set everything up,they spoke,were told that they were paying for the rental. How can they just dump it on some one else with out any prior notice. I was never told that I needed to pay for the rental car till enterprise called me and at that point it was already to late.This seems like fraud.Desired Settlement: I would like Enterprise to not bill me for anything as there Assistant manager Brian had told me on more than one occation that I was not responsible for the bill

Review: Enterprise Rent a Car supplies car for rental with partially filled tanks. The amount of gas at the time of rental may be described as a little under three quarters full, as in my case. The renter is required to bring back the car with the gas tank filled to the same level. It is virtually impossible to fill a car and achieve the same level resulting in an over filled tank. In my case I filled slowly to the point it was at for the beginning of the rental only to find the gas gauge continued to rise after the car was in motion. This resulted in filling 8.5 gallons for 104 miles of car rental. The Chrysler 300 has a rating of 18 city 26 hwy so the worst condition might require 5.7 gals. Another customer complained after I returned the car and it was explained that it may be unfair but it is corporate policy for locations without a gas pump. If this is repeated for many rentals each day it would constitute a major consumer fraud and a significant revenue item for the company.Desired Settlement: I would like the practice to be discontinued and all vehicles to be supplied with full gas tanks as currently practiced at airport locations. The matter will be filed with the California DMV and the FBI for potential consumer fraud. Enterprise has this practice potentially in multi state locations.In addition I expect a refund for the excess gas.

Review: I feel that I was charged unfairly for services from Enterprise and treated unfairly. I believe there was an element of racial discrimination in this. They charged me for a scratch on a car that I did not do. They state that I still owe them $343.00 and I don;t know what this charge is for.Desired Settlement: To reimburse me for excess rental amounts taken and clear me from having scratched a car.

Review: I rented a vehicle from this place, then they offered me a upgrade vechile higher than the basic price model, because they didn't have on of the less amount available. I rent car because mine was In repair shop. The fee was supposed to be for 3.00 per day due to my car was at a shop. the rate of a lesser car for a sedan model which I was agreeing to rent. then I put a 300.00 deposit down first rental day. They at the company said it was a hold deposit. which was actually taken out of my bank and cashed the very first day of rental. I had car for a couple of weeks,total of 13 days. then I received a voicemail from a girl who stated that she checked with my repair shop and they told her I had not yet fixed car there, but I had planned on getting a new car as of then, so I had no reason to fix my car at this point. But was told by girl at enterprise, since she found out my car was still sitting at shop for repair, (they verified I didn't want it repaired). so she was going to adjust my rate to the one that was for this car they had rented to me. at a regular fee. I returned the car rented it at 13 days and it cost me 877.37 total But they also had taken out of my bbank amt of 100.00 x 2with no authorization from myself to do. this made me pay 500.00 already by the time I returned the vehicle. so. when I took car back they stated I was charged for full coverage insurance and auto roadside assistance and pai . insurance coverage. I call the office and speak to the mgr. he was rude, and stated I was needing this due to my past rental paperwork that showed I did need insurance previously. Well I stated I had not been told this and I also had coverage of my own. The fee they are charging me totals to the amount of the next car I would have paid with the upgrade and its amount. it happened to equal as if I just went in to rent this equinox price. which was not our deal. like I said they gave me discount price per having car at a repair shop. I also have the voicemail still as proof what she saidDesired Settlement: Iam requesting to be paid up already and at a zero balance. we had some miscommunication and I have proof they switched up the price on me because of the voicemail that I still have saved from enterprise stating this is going to happen.

Review: I rented a car from Enterprise rental car on Wednesday July 17th 2013 at the [redacted] in [redacted] Maryland location and it has been a complete NIGHTMARE!!!!! I originally wanted to rent a car from the enterprise location across the street from my house which is the capital heights location but they didnt have any cars coming in until after 4 so I was referred to the [redacted] location. The staff there are terrible, [redacted] a customer service representative there gave me a dirty car to take home I was informed that I had to take a dirty car because of a water main break that was in the area! We proceeded to walk around the dirty car to look for dents and scratches which she recorded that was on the car all the way down to the cigarette burn that was in the back seat! When [redacted] opened the trunk of the car it was an empty [redacted] restaurant container along with a paper bag and dirty napkins inside the trunk! **. [redacted] laughed as if the dirty trunk was funny which made me so upset. How do you bring a car around for a customer to take and it is not even cleaned out properly! [redacted] informed me that it would be ok if I wanted to wash the car myself I told her I really didn't have the time, I just needed the vehicle to get back and forth to work. I was in a hurry because I had to head back to work, I needed this vehicle because my car was in need of a break repair. To make a long story short I returned the car to the Enterprise company located across the street from me where they found discoloration in the bumper after the technician had hosed the car off, the car had been dirty for as long as I had it because I never washed it and who knows how long they had it sitting without being washed! When I requested to see the car my husband and I found brown rust and discolaration as if the car had been sitting in the sun for months it is no way that car could have rusted in two weeks time the way that car looks but if you dont get up close to the car or if the car is very dirty its no way you could notice it. I have gotten in touch with my insurance company for them to take action to investigate this vehicle because this is REDICULOUS it seems to me as if Enterprise is trying to get money out of their customers and way that they can and I am NOT having it! The staff at this location is very unprofessional the assistant manager let his staff literally run wild! They are holding up the phone lines with personal conversations, standing out in the parking lot in groups talking and laughing, sitting inside the rental cars. Customers can see all of this when they pull up into this establishment to rent cars. Enterprise needs to carefully evailuate this location because this location is not being run properly or professional! This company has a lot of young people working who can care less about their job or the customers. If they staff at this [redacted] location would do their job as they are supposed to this rust and discoloration problem would have been reported a lot sooner! It was also another car that came in the same way earlier than I did with the same issue and I know its because no one took the time out to report these issues, they are to busy having a good time playing around instead of working at this location and it needs to be stopped! They need new management because it is only going to get worst!Desired Settlement: My security deposit was taken along with three extra hundread dollars and a claim was filed I want my money back!!!!!

Business

Response:

Dear Revdex.com,

Our Area Manager, [redacted], spoke to **. [redacted] and explained our policy. Her concern was the fact that the outside of the car was dirty and she was unable to see the discoloration on the bumper. She had $100 left on her deductible that we had not collected and [redacted] agreed to cover that amount for her. She was very satisfied with the result and appreciated the call back. We consider this complaint resolved.

Review: My Husband, [redacted] , rented a car at the Wa DC downtown enterprise. After waiting over an hour for a car that was not there, they substituted a van on March 28, 2012. Upon returning the van to the Dulles airport location on April 1, the young attendant claimed we had dented the roof of the van. WE DID NOT! There was a small, but well rusted, dent on the roof. My husband explained we did not do it and rust could not have formed over the dent in the three days we had the van. It is a physical impossibility.

We have contested the claim and got a phone call from them that they are sending it back to us again. It is not that we can not pay...... it is that we didn't do it. It is the principal of it. If enterprise continues this harassment, we will never use them or any of their other sister companies again.Desired Settlement: We would like a letter stating the matter has been dropped. We did not do it.

Business

Response:

Dear Revdex.com,

Our Area Manager, [redacted], left a message for [redacted]. We are not going to hold the customer responsible for any damage so we are closing the claim. We consider this resolved.

Sincerely,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Although We have just received another letter from you regarding claim [redacted], It was dated prior to this response.

Thank you for not holding us responsible for something that is obviously physically impossible for us to have done. We would have paid no problem, if we had made a dent in your vehicle.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: rented a car from these guys on 4/03/13. rental agreement # [redacted]. When renting the car the oil light was on and car was noticed to be unclean inside. Was told that they dont change oil by the warnig lights to do so but rather when certain milage indicates. Um hello the warning light is activated according to mileage. Secondly when I got home last night car transmission acted very oddly when in reverse backing up driveway, enough so that I wasnt going to be responsible or risk breaking down in this car. So decided to take it back and get a refund.Thirdly there were remains of either sneeze left over all over the door and radio, EWE, very unsanitary and nasty.So returned the car the next day and informed the lady of such. Was told " Oh thats a CVT transmission and they act like that" Um no its not a CVT and no they dont act like that, and told her it was gross from the remains on the door and radion. No compensation was even offered.Terrible comapny and terrible cars. Third one that was junk, like [redacted]Desired Settlement: I want a full refund,Credit towards a clean rental and training for employees that know nothing of the service they sell

Business

Response:

Dear Revdex.com,

We gave [redacted] a refund for his previous rental due to the experience that did not meet his expectations. We also gave him a free rental this week so he can give us another try. We are sorry for the inconvenience this may have caused [redacted].

Review: On March 18, 2014, my son, [redacted], rented a car from Enterprise RAC Company at [redacted], MD [redacted] ###-###-#### on my behalf. At that time [redacted] gave the Enterprise rep. my credit card and a copy of my car insurance policy with [redacted]. The policy t had a $500 deductible on it that I would have to pay in the event of any problem. [redacted] and the Enterprise rep inspected the car at that time. Neither [redacted] nor the Enterprise rep noted any problem with the roof of the car. When [redacted] returned the car on March 21, 2014, the Enterprise rep said there were dents on the roof of the car. [redacted] looked at the roof and said he did not see any dents. Enterprise proceeded to charge my credit card in the amount of $500 (my deductible). I contacted my credit card company to put the matter into dispute. That was good for a month, but a month later the credit card company said I would have to pay or they would start charging me interest. So I paid. I talked to [redacted] several times during the succeeding months and they said they hadnt heard anything from Enterprise, but claims like that usually took several months to settle.On Sept. 11, 2014, I received a call from [redacted] (Sara R[redacted] ###-###-####. [redacted] said they had never had any communication from Enterprise no letter, no phone call, no photos. [redacted] said they were closing the file calling it a non-fault loss. I find it very strange that Enterprise charged me $500, the exact amount of my deductible, and never communicated with my insurance company at all to close out the matter.I guess at Enterprise you can say anything and take peoples money without ever proving anything. I would never rent another car from Enterprise, and rest assured that I am reporting this instance to the Revdex.com of the state of Maryland.Desired Settlement: I want to know exactly how much it cost to fix the dents in theroof (didn't see any) and why Enterprise never got in touchwith [redacted] to prove the damage they claimed existed.

Business

Response:

First, allow me to apologize for our delay in our Damage Recover unit sending correspondence regarding claim #[redacted] to [redacted] and also [redacted] insurance co.

Review: On Sep 20, 2014 I rented the car from Enterprise. The agreement #[redacted]. The representative has asked if I would be interested to add some incidental coverage to my agreement in total of $27.00. The representative's name is Shaavela H[redacted]. She mentioned there was nothing lower than $27.00 total, and incase of any damage I would walk free.

After the agreement has been executed, I discovered that Ms. H[redacted] has added a collision coverage on my bill @$23.99/a day plus Roadside assistance @$4.99/day. I was never given a chance to review the entire agreement on rep's tablet before she made me to sign it. I am used to trust the customer service with nearly 6 years of travel experience on my clock. So later I called customer service, but no one has returned my call.

When I complained about the issue upon return, she started walking around the car pointing on some old scuff marks and pinning those on my rental term.

I requested a refund. So some assistant that was present at that time said that they will refund only the Roadside assistance portion of $4.99/a day, but not the Collision coverage because they will be filing some claim to their damage/repair unit.

I also pointed on the fact that the conditions of the car were not documented on my agreement. My Key-Remote control was broken and there were some scuff marks on the bumper that Ms H[redacted] has never entered into her system.

So the claim #05667918 was filed with their damage control unit. That unit came back to me few days later confirming not to worry about the marks on the bumper. They mailed me a letter affirming that Enterprise will take care of those marks and broken remote control -key on its account.

Thus, I reached out again to the management of the 1 Aviation Cir Arlington, VA location to refund the charges that were added to my bill without my consent. I don't understand why they agreed to refund Roadside assistance right away and not the portion of $23.99/day.

As of now, I have not received the answer from that location.

I request the refund of unconsented charges.Desired Settlement: Refund of $23.99/a day * 5days= $119.95

Business

Response:

Thank you for the feedback regarding this customer’s recent rental experience. The Area Manager of the location has been in communication with the customer and a refund was processed for the amount in question. The customer was appreciative of the resolution and we consider the matter closed at this time.

Review: Enterprise rental car company has one sign a contract that acknowledges that the exterior of the car is in good shape or points out any dings dents etc. when you pick up the car. I rented a car for one day while My car was being serviced and when I picked up the rental car there was condensation on the car it was 32° outside it was a little bit of fog and the wind was blowing severely. I thought the car looked to be in good shape so I signed that everything was fine with the car. When I return the car to the car dealership and enterprise came to pick up the car from the car dealership which was a well-established practice, they told me that the car had been damaged. I was extremely surprised and when I tried to understand where the damage had occurred they told me it had occurred on the hood that it was dented, and the paint was scratched. It was clear that the dent had not occurred while I was driving it and there had been a dent at the time I picked up the car. The indentation was so minor I would never have seen it when I signed the car out. I feel as if though I have been scammed. That Enterprise had missed the dent earlier and I was going to be the person they Blamed.Desired Settlement: I would like to have my $500 insurance deductible credited to my credit card immediately.

Business

Response:

Dear Revdex.com,

We are sorry for the delay in getting this complaint handled. Our Regional Rental Manager, [redacted], spoke to [redacted] two days ago and settled the complaint. We consider this matter closed.

Sincerely,

Review: I had to rent a car from 4/7/14 to 4/25/14 because my car was in the shop. My insurance company made the arrangement and I picked up a car from Enterprise rent a car at the shop I had my car being fixed on 4/7/14 and they told me I can drop the car at the shop when I pick up my car and they will take care of the rest. I dropped the rental on Friday 4/25/14 at 8AM and made sure the people at the shop know the car was in a perfect condition when I left. 3 days later April 28th I got a call from Enterprise that they were some damage to the rental. I tried to explain to them that the car was ok when I left and asked them when did they pick up the car. They said the same day I dropped it and I questioned them how come I haven't heard anything for three days.I told them I am not responsible for the car after I left it because you offered me to drop the car at the shop and if I knew I am going to be responsible for the car I would drop it at the rental place not the shop. Two days later my insurance company contacted me and they stated that they have a claim from enterprise and I explained to them that I am not in fault. Friday May 2nd I checked my credit card statement on line and I realized that Enterprise have charged me $500 and when I called them and asked the why I have been charged they told me for the damage that was done to the rental. I told them I would like to see the car before it is fixed and their respond was the car is already in the shop being fixed.I told them they can't fix the car before I see the damage. I also asked them to provide me with the pictures of the car before I had it and they said they don't have any pictures.Desired Settlement: The whole $500 I have been charged and also drop the claim they made with my insurance company since that may effect my insurance rate go up.

Business

Response:

We have researched claim [redacted] and found no previous damage marked on any rental agreement. In fact we have the customer who rented just before [redacted], and it clearly states "no damage". [redacted] had the vehicle for 19 days and did not return it back to an Enterprise branch for the walk around. We encourage all customers to return back to an Enterprise location so they can do the walk-around with an Enterprise representative. At this time we have investigated to see if the damage was marked on her signed contract or any previous contact, and found that all tickets were rented with "no damage" marked. At this time we are pursing [redacted] for the damages.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Review: [redacted]I am rejecting this response because:

The enterprise actually gave me the option to drop the car at the shop and they did not tell me I am going to be responsible for the car until they pick it up. Of course if I would be told I definitely would prefer to drop it at Enterprise which is just one block away from the shop. They didn't even call me for 3 days and they didn't even allow me to see the car. They have a very poor method of communication.Regards,[redacted]

Review: I was rear-ended and used the rental company that was located in the auto body shop. I returned the car after my car was fixed and the day after dropping off the rental, I received a call asking if I was in a car accident because the front of the rental had damaged and looked like it was in a car accident or with 4 dents to the front bumper. I wasn't in an accident, and there wasn't any damage to the vehicle. I got concerned and drove out to the location to view the car. I took pictures of the vehicle and couldn't find anything wrong with the car. The Enterprise Rep arrived and asked if I had seen the damage...to which I said no, and then she walked me to the front of the car, got down and pointed to a location that barely looked like a dimple on the bottom left of the bumper. I had difficulty seeing it, could barely photograph it, still not sure it was captured. I was shocked that this was what they called "an accident". I said that this seemed like harassment and that they were trying to take advantage of me or of my insurance. I believe this is something that was done in a fraudulent manner. How many countless times have they done this? IDK If I could post a picture of the vehicle showing at best what they call damage, I would, but there isn't any way of doing so.Desired Settlement: I can't say that I'm expecting anything. I am just shocked that a company conducts itself in this manner. How many times are cars rented out that have scratches, holes, burn marks, etc. Yet, they needed to fix not even a mark on the front bumper.I'm sure I or my insurance company will be taking advantage of and billed for such a ridiculous claim that has no merit. If I/we do get charged, I would expect a refund of such funds.

Business

Response:

Anita,

Here is our response for this complaint. Dear Revdex.com, I spoke with [redacted] and after listening to her concern and getting the final cost of the repair, I agreed to waive the cost of the damages since it fell within our wear and tear guidelines. I apologized for the inconvenience and re-trained the specific employee involved in this matter. We consider this complaint resolved.

Sincerely,

Area Manager

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Thank you for following up in regards to my complaint. Yes, as stated by the Enterprise representative, I was contacted and the claim has been dropped on their end.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I rented a car from Alamo - [redacted] - through [redacted]. I was billed for the rental by [redacted] & then billed by Alamo when I returned the car. Called Alamo about the charges & they said the charges were for collision damage insurance & a fuel charge to fill up the car. I told Alamo that I specifically waived the insurance charge (they had me sign & initial in about 6 places) & that I brought the car back with a full tank of gas. They said they could credit me a portion of the gas charge but that they could not credit me for the insurance coverage (even though I waived this) since my car rental was already done & that I would have to talk to someone at the [redacted] airport location. The main customer support transferred my call to the [redacted] office & they told me the same thing about the insurance coverage. I asked them to pull up my agreement where I waived the insurance & they refused to do so since I already returned the car (even though I was not aware of the charge until AFTER the car was returned & they gave me a receipt). I asked to speak to a manager & they put me on hold for over 15 minutes before I just hung up & called my credit card company to dispute the fraudulent charge & have them deal with Alamo. Alamo charged my credit card for unauthorized charges & should not be able to do this to their customers.Desired Settlement: I would like my credit card to be credited back for the unauthorized charges and for Alamo to be investigated and fined for committing fraud on their customers.

Business

Response:

[redacted], Here is our response to this complaint.

I just spoke with [redacted]. I agreed to refund the full CDW charges and the remaining charge that she had for 2 gallons of fuel. The customer is satisfied with the resolution. Thank you.

[redacted]Enterprise City Manager [redacted]Executive AssistantWashington, DC – Group [redacted] office

[redacted] direct

[redacted] fax

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.

Regards,