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ENTERPRISE RENT A CAR

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Reviews Car Rental, Auto Renting and Leasing ENTERPRISE RENT A CAR

ENTERPRISE RENT A CAR Reviews (361)

Review: This company took unauthorized funds out of my account. Coincidentally, I had a previous complaint with the company and was given free car rentals. They took a total of $218 from my account in 3 separate transactions totally neglecting the free days as promised and 3-4 after I used their services. Lack of appreciation for their loyal costumer for over 6 years! I feel deceived and robbed!

Product_Or_Service: Rental CarDesired Settlement: DesiredSettlementID: Refund

I would like my funds totaling $218 and a complimentary 7 day premium car rental as settlement. This ordeal was truly an insult to injury!

Business

Response:

Dear Revdex.com,

Our Area Manager, [redacted], spoke with [redacted]. She is getting a refund and we are waiting for her to turn in the free coupons she mentioned.

Sincerely,

Review: For this second time in doing business with Enterprise Rental Car, I have been unfairly and falsely accused of causing damage to a returned rental car. On Feb 27 I rented a car from the [redacted] location to attend a funeral in **. Upon returning the car on March 4th, I pulled up to the store front which is also a gas station. The store was crowded and under staffed. A "sales person" from the back addressed the crowd and asked if anyone was dropping off. I raised my hand and he took the key. When he came back to the office he asked me "what happened to the front bumper?" I said "nothing, what are you talking about?" He nonchalantly says and without looking me in the eye, that the front bumper had "damage." I said, "show me, because nothing happened to that car." He takes me out back, there are black smudge marks on the front driver side of the car. "I did not do that" I said and became immediately suspicious. The "sales person" asks if I want to pay the $500 deductible from my insurance right then and there. I told him I would take the case to the Supreme Court before I allow him or Enterprise to obviously gouge me for me. Considering the "sales person" failed to make the appropriate walk through before moving the vehicle, and he saw me pull up in an S-500 benz, and Enterprise has pulled this same stunt with before to no avail ([redacted] Enterprise Rental Car retailer in VA -- look it up) I refuse to stay quiet about this and want to go on record with exposing apparent crooked practices from this despicable company.Desired Settlement: I want my money back.

Business

Response:

Dear Revdex.com,

I spoke with the renter on numerous occasions. I explained to her the process in which we handle disputes for damages (review of signed rental agreement and prior contracts to confirm damage not prior). There were no damages marked on prior contracts in which I explained that we would need to pursue her.

The majority of her frustration was because there was a charge made on her account for $500, which she assumed was from either us or [redacted]. After further research on her part she found it was a prior purchase she had made from a credit union, but because it was exactly $500 she thought it was from this incident. She has apologized to me and is using her credit card coverage ([redacted]) to cover the damages. We consider this matter closed.

Review: I have been using Enterprise for almost 15 years. In early July, 2013 I was re-ended and my car was in the shop. I have been fighting the insurance company but being a single mother of three, who was out of work for almost a year, when I finally got two jobs, I needed transportation. I went to Enterprise on [redacted] and was placed in a car within minutes. But my experience started going down hill from there. I was making payments to keep the car until my car was fixed and I was given a weekly rate and an additional discount thanks to [redacted], but when I was asked to bring the car back because it has been over 30 days, that was when I was asked "Had you changed this car out before?" I informed them that that was the exact car I've had from day one. The car was from [redacted] and should've been called in for service weeks prior and that if I hadn't brought the car in when I did, that they were going to report the car stolen. I was appalled. Then they placed me in a Mazda 3, covered under the weekend rate of 9.99 for 4 days. When I made several attempts to get the car back to them by Tuesday, [redacted], [redacted], another guy and all kept telling me that because [redacted] was the one who started the account, I needed to wait for him to complete it. So, they extended my 9.99 rate transferring my account over to the weekly rate of a total of 44.95 for Friday until Monday, when I returned the car. [redacted] stated that an additional $365 was needed in order to extend the car. I said what about the 200 deposit? She said that wouldn't be returned until the car was returned. She even asked if I could do another 250, I told her that that would mean that I have given you all 400 in deposit money. That's not going to happen. She never told me that she had already taken almost 95 dollars from my account. When I asked for her to or someone to drop me off at home in [redacted], she stated that the office was closed and that I could sit in the car that I had just returned until someone came and picked me up. Which was over 2 hours before someone came to get me, not to mention that [redacted] was in the office the entire time. He never came out to check on the issue nor did he even acknowledge that there was a discrepancy in the contract filing. It was crazy. I have never been treated in such a disrespectful, unsafe and total disregard to my welfare. This is such a disgrace, and to add insult to injury, as of this time, I have yet to received my security deposit back and now I have to catch the metro to both jobs and I don't have anything but 7 cents on my card. Please tell me that there is something that can be done to rectify this situation? I have had nothing be excellent experiences with your company, but this matter requires that I contact the Revdex.com.The resolution Im looking for is to have my security deposit returned immediately, and to have my weekly rate reduced back to the 9.99 especially since I was left in an unlocked car, in the middle of the night, after I returned the car back to them, as I stated verbally, in mint condition and with a full tank of gas. If this is the way your organization treats loyal, dedicated clients, I would hate to see what happens to someone who ruins your property, or doesnt return the car as stated in the contract.Can someone in the name of [redacted], help me?Desired Settlement: I have been using Enterprise for almost 15 years. In early July, 2013 I was re-ended and my car was in the shop. I have been fighting the insurance company but being a single mother of three, who was out of work for almost a year, when I finally got two jobs, I needed transportation. I went to Enterprise on [redacted] and was placed in a car within minutes. But my experience started going down hill from there. I was making payments to keep the car until my car was fixed and I was given a weekly rate and an additional discount thanks to [redacted], but when I was asked to bring the car back because it has been over 30 days, that was when I was asked "Had you changed this car out before?" I informed them that that was the exact car I've had from day one. The car was from [redacted] and should've been called in for service weeks prior and that if I hadn't brought the car in when I did, that they were going to report the car stolen. I was appalled. Then they placed me in a Mazda

Business

Response:

Dear Revdex.com,

Review: I rented a vehicle over Thanksgiving weekend to go to a conference. The location where I rented from was awesome. They did a fantastic job. They gave me a Ford Fusion to drive. At no fault of the location where I rented from, I found out that at highway speeds that the brakes were warped and made terrible noise. Due to it being a holiday, I called Friday and they told me to call the roadside assistance number since I purchased the optional roadside assistance plan for the time of the rental. I drove from Chicago to Virginia. Once I called the roadside assistance number, they told me that they would have the vehicle swapped out with a different one. I told them I was there for a conference and I couldn't leave so they were going to have the replacement car towed. This call was at about 3:30pm 11/30/12. They said there was only a minivan available so I said that is fine. They told me that it would take about 2 or so hours. At 6pm, no one arrived. I called back and they told me that it would be another 2 hours. I needed to drive the car to get somewhere by 7. I called giving them over a 3 hour window to get the car to me. They told me I can also take it to the [redacted] airport location to swap it myself. I called that location that they never received any swap information at all. No one had any idea what was going on! I am in customer service industry also. It says on the enterprise website that enterprise puts customers' needs first. The manager [redacted] was the complete opposite of the company culture. She wanted me to just wait around for the convenience of enterprise and their tow company. So basically I missed my meetings that I drove 800 miles for because it seems enterprise employees do not care about keeping the customer happy. I took over 6 hours to get a replacement car to me. This is one of the worst experiences I have ever had. I paid for a service and got nothing but the run around from the company not to mentioned I got hung up on over 5 times and was on the phone for over 2 hrs.

Product_Or_Service: Vehicle Rental

Account_Number: [redacted]

Rental Location [redacted], VA [redacted]Desired Settlement: I want a call back from someone with authority within Enterprise to discuss this matter. I spoke with branch managers and supervisors within the roadside assistance department and got nothing accomplished. I want to hear what Enterprise as a company is willing to do for me.

Business

Response:

Good afternoon,

We reached out to **. Kim yestewrday to offer our apologies and discuss the situation. We offered a refund of 2 rental days to cover the time he spent resolving the roadside issue as well as offered him 3 free rental days. He is planning to attend another conference in LA in March and said that he would be giving us another chance with that rental (with his free days). If he runs into any issues with that rental, we’ll make sure to take care of him as well. He said that he is pleased with the resolution.

Sincerely,

###-###-####

Review: Unauthorized billing of my credit card for "insurance" that I not sign up for.

On 1/9/14 I was provided a car by [redacted] Insurance through Enterprise. I was signed up for enterprise insurance by the employee that I did not approve of. On 1/16/14 I was contacted by enterprise and was notified I was being billed for their insurance again which I did not sign up for. I explained to the Enterprise employee that I was insured under [redacted] and never asked or requested Enterprise insurance. The employee then asked me to bring the car to one of their local branches so I could sign a documents stating that I did not want their insurance and I will not be billed. Which I immediately did. Today on 2/18 I receive my credit card statement and I am being still charged. After immediately calling enterprise I still have had no satisfaction. They continue to refuse to issue me a credit even after explaining to the "manager" that this should of never been billed when I explained to the clerk on the original rental day that I did not want any additional charges.

Rental Agreement # [redacted]

Date: 1/9/2014

Time: 5:43 PMDesired Settlement: $307.63

Business

Response:

As a FYI.. this complaint has either been transferred to the Enterprise Rent-A-Car Philadelphia account, and below is our response to the Philadelphia Revdex.com complaint.

Enterprise Rent-A-Car prides itself on delivering exceptional customer service, and strives to ensure that every customer not only has a great experience but will become a repeat customer who will patronize our business again and again.

Review: Insurance company gave me the rental car for 12 days and I went to pickup the car. Sales people don't have the right car for me so manager gave me one car for 2 days and then ask me to come back and take the another one for next day. Next day was weekend and the person in office left the office with out giving me a rental car. Then I called them they said manager is going to call me.I called them so many times but manager never return my phone call. I stopped to their office few times. they said I manager is not here right now. He will call you back, which never happened.

This make me to come to Revdex.com. This Airport road, [redacted], PA Enterprise branch manager is a crook there, He took the 11 days rental money from insurance company and give me only 2 days rental car, rest 9 days he took the money from insurance without giving me a rental car.Desired Settlement: Give me the car for 9 days more. Full size are or mini Van or Pickup.

Business

Response:

Our Regional Manager [redacted] spoke to **. [redacted] and offered free days toward a future rental. **. [redacted] has agreed this would be a satisfactory resolution.

Review: April 1 - Went to [redacted] and purchased a vehicle. They are an authorized return location for Enterprise and said they could return it for us. April 2 - Received a call saying the dealership reported damage to the vehicle (bumper damage). I was contacted by the original rental location ([redacted] Airport) and the loss recovery arm of Enterprise stating I would be liable for the repair. April 3 - Enterprise charges me for the rental and a $450 deductible. April 4 - The adjuster for Enterprise determines there is no significant damage to the vehicle. April 5 - I receive a call from the loss recovery folks ([redacted]) who inform me of the adjusters assessment and told me a letter would be coming stating I was released from liability and that she would update my account to have the $450 returned. @ April 9 - Noticed the credit had not been posted to my account and called the loss recovery department. The lady I spoke told me she didn't see any reason why it had not been done and that she would talk to her supervisor. If I did not see the credit by April 19 to call back and they could pull it back to their department and issue me a check but that would take 3 weeks. 3 May - Noticed that credit was still not applied. 5 May - Contacted loss recovery who said they had not heard back from the claims adjuster but would reach out again and call me. I told her about my previous conversation with someone in her office and how they said a check could be issued. She was unaware of that policy.

At this point, I feel as if I'm being jerked around. They are collecting interest on my money (and probably countless others) while I'm being charged interest on money that should have never been charged in the first place. The incident number is [redacted]. The van was originally rented from [redacted] International Airport on March 24 under rental agreement [redacted]. The vehicle was returned to [redacted] on April 1.Desired Settlement: I just want the $450 credit to my credit card and shouldn't have to wait weeks for that to happen.

Business

Response:

Dear Revdex.com,

We issued a refund for [redacted]. We apologized for the delay in processing the refund and any inconvenience this may have caused [redacted].

Sincerely,

Review: I rented a car from Enterprise Rental [redacted], Va June 12-15. The experience was horrible from the start to finish. I had to jump through several hoops to get the rental. Wee returned the car on Saturday the 15th at approximately 8:35 am before the location opened at 9 am. Although I saw what I believe to be a female in the office I followed procedures and parked the vehicle and returned the keys in the box. I returned the truck with slightly more gas than necessary and the car was washed before returning. I was sent a statement saying I owed another $18.99 for a 5 day rental saying I returned the truck on the 17th. I called Monday the 24th and spoke to a female who said she would correct the account. On June 26th I called Enterprise in [redacted] and spoke to [redacted] who stated he was the manager. Although I was frustrated I did not once raise my voice or insult or threaten this boy. He said he didn't have any record of me calling on Monday and no credit was being issued. I said that I felt that was incompetent and I wanted it corrected. He said he would not be insulted and threatened by me and hung up on me. I called the customer service number and spoke to a nice young woman who told me the Regional Manager would call me by Friday. I didn't find that to be acceptable since it was Wednesday the 26th and I returned the truck on Saturday the 15th. She transferred me to someone else who was rude and dumped me into the [redacted] office. By this time my voice had raised and I asked for the manager. [redacted] said he was the manager to which I expressed my sorrow. He said he would fix it as he told me which he did not but he was a human being and wouldn't tolerate me insulting him. I told him his customer service sucks and that's an insult which was the first negative thing I said. At no point did this man try to apologize for their error TWICE or try to diffuse the situation. I then called back the call center and spoke to [redacted] who was more than helpful. The first thing she did was tell me she sorry I was treated that way and she was happy to help me. She filed my complaint to wait for the RM to call me.Desired Settlement: I want my refund of my money due and a credit of some sort for my time and trouble. I spent an hour on the phone between 2 days trying to get resolution. I also want an apology letter from [redacted] the manager of the [redacted] location.

Business

Response:

[redacted], [redacted]

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

**. [redacted] received a refund in the amount of $148.23 on June 26. We consider this complaint resolved.

Sincerely,

From: [redacted], [redacted]

Sent: Friday, August 16, 2013 5:09 PM

To: [redacted], [redacted]

Subject: FW: Revdex.com Complaint - [redacted], Can you please advise that the Revdex.com that we are confused by the customer complaint. As per her notes she spoke with the BRM [redacted] on 6/26. We refunded her $148.23 on 6/26. I am unclear as to what she is complaining about. Thanks,

Consumer

Response:

The complaint was submitted the day of the problem. I was advised the dm would contact me within 24 hours. That never happened. They even screwed up the credit and did it twice. Then it caused me to bounce a check causing me a fee. I want nothing more to do with this company. I consider it resolved and no to never use them in the future and continue to tell everyone I know to do the same. Horrible customer service from day one to the end. [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:

Regards,

Review: I rented a vehicle from the [redacted] airport in Pennsylvania [redacted], PA [redacted]

this was about three years ago and they sent a bill for a damage claim. They would never tell me what the damages were. I never paid this as I was disputing it. Now they have sent it to collections.

When I picked up the car no one ever did a walk around with me to confirm the vehicles condition.

I never caused any damage to the vehicle and I don't know what they are talking about and they won't send any proof.Desired Settlement: I would like this false account waived and reinstate rental privileges. I would also like it removed from collections and my credit report as I did not do this.

Business

Response:

Airport Manager Lori B[redacted] again spoke to [redacted] on September 23, 2014 and reiterated that we will not close the file on the outstanding balance until it is paid. We will be unable to rent a vehicle to the customer until that time.

Review: This correspondence is in reference to claim number [redacted] and the associated damages charges for $ 306.00. As previously stated the damages have been disputed because: (1) The rental agent failed to conduct a vehicle walkthrough at the time the car was rented to customer; (2) The scratches looked old and had the appearance of a previous attempt to paint over or buff them out; (3) The Branch Manager failed to verify that the damages did not appear on the previous walkthrough immediately prior to the rental in question; Branch Manager failed to address the aforementioned concerns; 4) Enterprise failed to present customer with a written itemized statement or estimate of damages before charging her credit card for damages.Desired Settlement: I would like the 306$ charged to my debit card refunded

Business

Response:

Dear Revdex.com,

Our Area Manager, [redacted], spoke with [redacted] and informed her that we will pursue the damages but we will not charge her for any administrative cost related to the damage. [redacted] also forwarded the information the customer requested.

Sincerely,

Enterprise Rent-a-Car

Review: My friend went to the Enterprise Rent-A-Car at [redacted] on the morning of Thursday March 21, 2013. We had received an estimate for the rental of $155.28 upon booking. When we arrived we went through the process and the card that the rental was originally made under was denied useability now because it was a debit card. So instead of my friend's debit card, they put it under my credit card, which I had no problem with until I found that I had been charged $265.19.

We continued through the process of getting all the paperwork when the sales person asked us if we wanted to buy the insurance. Given we all had car insurance that would cover us when necessary, we declined. However, we have since found that they charged us for three different kinds of insurance that were optional and we were never disclosed were being charged. The rationale the manager has since used is that I initialed and signed on the lines approving the insurance charges. However, I am arguing that the information was by no means conspicuous and that the person made the initialing and signatures out to be a formality of any type of contract that covers liability, etc. At no point were we made aware this would be charging us for insurance, especially after we said no when asked.

Additionally, we asked if we could get a car with an auxiliary hook up or a blue tooth, and he said the car we were scheduled to received did not have this in it, but that if we wanted those things we could upgrade to an SUV for an additional $35 per day. We said no thanks and went on with the process. Upon entering the car, we see that the Kia Forte was equipped with both options. Granted this didn't harm us financially like the problem above, but it shows a consistent activity given by the sales individuals to lie or mislead the consumer into spending more money.

I have evidence of the original estimate on hand if necessary and can answer any follow-up questions. The managers at this location have admitted to their employee not making us aware that the items he asked me to initial and sign were optional and would result in additional fees (i assumed it was just covering matters of liability that would be covered under our insurance rather than paying extra for insurance), but they are refusing to take off the extra amount that is in dispute.

Thank you.Desired Settlement: I just want the extra charges to be dropped and that the price charged to my card be the original amount of $155.28 be charged to my card.

Business

Response:

Dear Revdex.com,

We contacted [redacted] and issued him a refund. We consider this complaint 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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you for the assistance on all ends.

Best Regards,

On May 13th, I took my car to the body shop at Ourisman Chevrolet and received a rental from Enterprise Rent A Car. My car stayed at the body shop from May 13th until May 29th. I never take the additional car insurance on a rental because I have learned that you’re always covered by your own insurance provider, but this time I did. How it was explained to me was that for five days, the insurance would be covered. I was told that I would be responsible after those five days. What was NOT explained to me CLEARLY was that I would be paying $37 per day until my car was returned. I was charged in total $409! That’s totally unacceptable. Because my account was already closed out, I could not fight about that amount. I was offered a free 2 day rental which I felt was an insult. I am not sure what can be done about this now, but I want a complaint on file.

Review: Company used bait and switch tactics: They picked me up from my home when my car broke down, I paid for a rental car, and when I was done and returned it they refused to give me a ride back home. They said I can either drive to another Enterprise location closer to my home, or turn it in tomorrow when they had "more time" and pay a late fee. While following their directions to find this "other Enterprise location" and avoid late fees, an angry driver ran me off the road. When he exited his vehicle, he pulled a knife on me. None of this would have happened if they had been as willing to drop me off at home, as they were to pick me up at home.Desired Settlement: The entire service was sub-par, and not worth the money. They took advantage of the fact I had no vehicle to manipulate me for extra money. Their directions lead me to the middle of a residential neighborhood where I was nearly killed. I want my money back so I can repair my car, and not have to rely on their 'rentals' anymore.

Business

Response:

Dear Revdex.com,

Our Area Manager, [redacted], tried calling [redacted] three times and he has not responded back. We would like to resolve the complaint as soon as he returns our calls.

Sincerely,

Enterprise Holdings

Review: I rented a 2013 Jaguar XF on July 18, 2013. I inquired as to the mileage allowance per day. Enterprise agent [redacted] stated as she pointed to contract " the miles are unlimited, there is no charge". The contract states " NO CHARGE MILEAGE". [redacted] went across the street and pulled in the vehicle. We did a walk around and other than being filthy with dirt everything seemed ok.

On July 22, 2013 we received a call stating that a family member had passed away. My wife was distraught and needed to be with her family as well as to attend the funeral. We left late that night to SD. we quickly packed and left in the rental.

We arrived in SD on the 24th. We attended the prayer services on the 25th in [redacted], SD. On the 26th we attended the funeral services. We departed SD late on the 28th. During the early morning of the 29th a warning light appeared on the dash. Battery not charging was the message below the light. My wife and I became very worried as it was still dark out we were on the road did not know the area. We turned off the radio and the A/C and anything which would draw power since it appeared the alternator was malfunctioning. We attempted to get through to roadside assistance but we were unable to get a signal. We stopped at a rest area pull off and the car shut down. Started it back up and it died again. We waited a time and tried it again it started and after turning it on and off and it stayed running we proceeded down the road. We came upon a truck stop motel and we got a room in order to charge the cell phones since the batteries had died during the drive. We stayed for a few hours charged our phones and headed to the next town for service. We were already running late and we were going to miss work. We arrived at a town and I located the first service facility I found, they were a transmission shop. The guy was going to test our battery and alternator. When he went into the trunk area were this vehicle has its battery he found the battery was in about and inch of water. He had stated that with all the water and the electrical wiring and the battery there that was our issue. He said he would normally just pull a drain plug in the trunk but there was some speaker mounted underneath the spare tire, with the battery and all the wiring he was afraid he may damage something. He stated that the dirt in the trunk drainage holes was causing the water from the rain from the past day or so to basically go into the trunk. It had rained the past day or so while we were driving and with no place to go it filled the trunk.

We contacted roadside assistance for enterprise they directed us to the closest location. We arrived there and the staff agreed the trunk was full of water and it did seem logical it was from the drainage issue as the car only had 5000 miles on it and the was no damage or other issues to the vehicle. The rep. For enterprise stated "...however flood wasn't his fault". They stated they were going to take the car to the nearest Jaguar dealer for service and that they would put me into an Impala. That once the vehicle was looked at and someone determined what was wrong with the vehicle someone would contact me and then we would settle the issue of the rental bill. He assured me that there would be adjustments made for the downgrade in the car, for the hotel we had to stay at for the time stuck on the road and all the stress and concern the issues with the vehicle had caused. He spoke to the staff at the location that rented the vehicle to me and at one point he was upset because they and not wanted to transfer the vehicle to them so that they could release one of their cars so that I could head home. The staff member he spoke to had to be told.." This is going to escalate to a customer service issue if you don't cooperate....he has been on the road for a day or more...he wants to get home...." After an hour or two we were able to leave. We had to wait for the location we rented from to release the vehicle and for the location we were at to complete the paperwork.

We headed out toward home once on the highway we realized there was less than a quarter of a tank of gas and we needed to get gas..they forgot to fill the tank. The Jaguar had a GPS this car did not so we struggled to find a gas station near by. We arrived at one but the storm had not only knocked out the power to the pumps but made the water there undrinkable. They said we would have to head on down the road. We found another station down the interstate and filled up. We had to now find a large town to purchase a GPS so that we could find our way home. Once we located a store we purchased a GPS And headed home. We arrived home finally on the morning of the 31st. It was about three or four am. My wife had to change and go to work. I was able to take a nap and head into work a few hours later. We had dropped the Malibu off at the rental location night drop box. I left my cell phone number and asked they call me on the envelope. I called the next day to retrieve a cd I had left in the car and to talk to them about the car they said the car was rented already ( which was odd as they had only queen open for less than an hour) and that someone would contact me once the Jaguar had been looked at by the dealer. On 7/30/13 Enterprise charged $661.28, on 7/31/13 they charged $1438.18 on 7/31/13 there was also another charge of $550.00 which was released once I had called the locations area manager. There was suppose to be no charges I was told till someone had spoken to me about the issues with the rental and the problems we had. But the location not only did not talk to me about the car or apologize for any of the many issues but charged my card three separate charges. One charge to hold payment might have been explainable but three separate charges exceeding any expenses was plain theft. My wife and I had missed work, we had been stranded out of town on the road for days and incurred expenses and we weren't given any apologies or sympathy all we heard was how upset the rental location was at the fact they did not have their car back.

I spoke to the area manager who said he would take care of the charges that kept being applied to my card. He asked me what I wanted, asked what I thought was fair...he stated that I owed over two thousand dollars for the rental due to length of rental. I stated the extra days were to by choice but by circumstances beyond our control when the car failed. We had been given a lesser car which not only smelled of cigarettes which didn't sit we'll with my asthma but it was almost out of gas, we had no GPS, we had to wait forever while enterprise decided if they were going to give the branch we were at permission to keep the car so we could get another car. We had just been to a funeral, we had been on the road for days I had not had any sleep we had to go right to work once we arrived home and we had been lied to in regards to no one doing anything till the car had been looked at and someone had talked to me. I stated that I felt me paying six hundred dollars for the rental was fair due to all the other expenses we incurred and the stress and loss of work. The manager agreed. Stated I would receive my refund by Friday. On Monday I checked my account and instead of refunding the $1499.46 we had agreed to he refunded $600.00. When I called him back in regards to this he stated that the car wasn't suppose to leave the state and that any complaints would go through his office and that this was his decision and if I was to file a claim it would take forever to be settled and that there was nothing I could do. I have since lost the paper with his name but his phone number is [redacted]. I called corporate and filed a complaint # [redacted] I was told it would be looked into. I waited and heard nothing. I called corporate again and was told that someone was emailing the Regional V.P. [redacted] and he would get in touch with me. That was over a week ago. I called corporate today at about noon on 8/29/13 spoke to [redacted] he provided me with **. [redacted]'s phone number it didn't work. I called corporate again at 1:31 pm and spoke to [redacted] she said he was In a meeting that his assistant had his phone set to busy, but she was going to email him personally as we talked on the phone she confirmed my phone number and said he would be in touch.

I have driven 1500 miles in a 26 hour period to allow my wife and I to say our goodbyes to a family member, we drove back over a period of days through torrential rain, experienced fear and panic over the thought of the car dying in the middle of the interstate at night when the gear shift is one tha raises our of the console when the car is started and lowers when shuts off so when the car died there was no gear lever, we were given a second rental with almost no gas and then couldn't find gas due to power outages and lack of GPS. Then we were charged three seller ate times for a rental which no one spoke to us about and no one felt any sorrow, sympathy or offered anything in the way of remorse over our trip..they just expressed anger and threats since a rental car with unlimited miles was driven out of the state I was asked why I didn't try to empty the water from the trunk or wait till the car was fixed and then come home. I had check on the status of the vehicle weeks after we had returned home and it still had not been to a dealer. Not to mention the fact that one of the enterprise guys at the location the jaguar was left actually thanked me because he stated he was going to make a lot of money on that Jaguar since they had never had a car of that class there and their customers like the executives for UPS have to rent SUV's like a Tahoe. I have had to monitor my credit card for over a month now daily for charges, made many phone calls to the management and corporate numbers trying to get a response and a refund I was promised. I don't feel at this point I should have to pay anything especially with all the time I have and to spend trying to correct a situation that wasn't my fault but a vehicles issue with getting wet.

I desire a complete refund of all the charge I have received a total of $1499.46. I don't want to have to beg for what is right if I owned the company I would have gone out of my way to make the customer feel as though we cared.

Their company states they offer exceptional customer service and their values are honesty, service, hard work, listening none of which I have found to be true. I rented from them because they are a family company. I don't see it and that is not a family I wish to belong if I am left out to "dry" when there is an issue. I feel I am owed much more than the charge that is left due to me but if I were to ask for what is the bare minimum I am owed it is $1499.46.Desired Settlement: I desire a complete refund of the balance of the charges made to my card which total of $1499.46.

Business

Response:

[redacted], Regional Rental Manager, spoke with **. [redacted] and apologized for the issues the customer had with the vehicle. They agreed on an additional refund of $900, bringing the total refunded to $1500. The customer appreciated [redacted]’s call and the resolution to the issue. We consider this issue resolved.

Review: I have rented from Enterprise several times. The last time I rented at the [redacted], I was accused of damaging the vehicle. The car I received was black in color and wet. (This is what Enterprise do to hide damages, most times give customers a wet car) The salesperson and I did a walk around and noted scratches. However, when I returned it the next day, one salesperson processed the return, while another salesperson also came outside and started inspecting the vehicle. He squatted in front of the front bumper and stated that there is a crack on the bumper. (To come outside and squat in front of the vehicle when he was not the one processing my return is suspicious. He seems like he knew of some prior damages.) He then accused me of causing this damage. When I received the car, the salesperson and I, when doing the when doing the walk through did not squat when inspecting the vehicle so this could have easily been overlooked. I was told that I need to complete an incident report and that this was standard and that they will look into the vehicle history. This was the only reason I signed this form. Now, the managers from the [redacted] airport are calling me, accusing me of damages that I did not do as well as their damage recovery unit requesting me to file a claim with my insurance company or credit card company.In addition to this, when I returned the vehicle, I requested for my bill to be placed on another credit card. I went inside to take care of this. The assistant manger, [redacted], was rude and unprofessional. He asked very rudely and embarrassingly, where I went with the vehicle. Surprised, I told him. He then said I drove 900 miles. This is what he calculated. However, I only drove 77 miles. (Just to note here that the vehicle comes with unlimited miles)My experience with Enterprise, is that both the managers and sales persons are rude and unprofessional. I have looked on the internet, and I have seen several complaints about them being rude to customers, and also several false claims of damages to vehicle that they blame on consumers!Desired Settlement: I did not cause any damage to the vehicle and I am not responsible for any repairs. Enterprise, instead of accusing its loyal customers, need to investigate with its employees about damages their employees could have caused when returning vehicles to the lot. Both Enterprises managers and employees need to be professionals and stop falsely accusing customers.

Business

Response:

Thank you for the feedback on [redacted]’s recent rental experience at our [redacted] airport location. After researching the details of [redacted]’s claim and reviewing the rental agreements from the previous three months on the vehicle she rented, there was no evidence that the damage existed prior to [redacted]’s rental. We were also able to review the video of the employee who checked [redacted] into the vehicle at the beginning of her rental and the employee clearly bends over to look at the lower portion of both the front and rear bumpers to check for damage prior to [redacted] leaving the lot with the vehicle. The City Manager for the location contacted [redacted] to review the details of the incident and the information found during the review of her case and explained that she will be held responsible for the damage on the rental vehicle. We are currently pursuing payment for the damages on the rental vehicle and consider the damage dispute a closed case at this time.

Review: I requested a one-way 24 hour rental from MD to VA on 7/19/14. I picked my vehicle up at [redacted], MD [redacted]. I returned the vehicle according to the contract signed at 10:00a at [redacted], VA [redacted] on 7/20/14. Upon reviewing my receipt online on 7/23/14, I found that I had been charged for services until 7/21/14. I contacted the originating location in MD and spoke with the manager Jasmine who lead me to believe that the charges that posted to my banking account was imposed by the [redacted] Trnpk office. I spoke with the manager at the [redacted] Trnpk office and they assured me that they only checked in the vehicle and notified the originating office that the vehicle was received and the condition of the vehicle. While speaking with Jasmine, she stated that I was still responsible for the car until it was checked back in. I advised her that I only agreed to a one-way rental within a 24 hour time period. She stated that the vehicle had to be returned to a location that was opened on Sundays. I informed her that I was not aware of that policy. She replied it's written in small print but it's there. I informed her that she and Enterprise were in breach of the contract signed.She offered to resolve the issue and stated that she would give me a call back. She called me on 7/24/14 to offer me a one day free rental. I denied that offer because I would still have to give money in order to receive the free rental especially if I was not looking to rent a vehicle right away. I stated that I simply wanted my money back. She stated that she would call me back no later than 7/29/14 with another resolution to offer. In that last conversation, I expressed to Jasmine that I was displeased, disappointed and dissatisfied with the customer service being rendered. I then expressed my gratitude about the customer service received by two previous employees at the same location and she replied with "Funny you would be speaking of two representatives who were fired for not following the company policy." I replied by telling her that it was none of my business if their integrity was questioned by Enterprise. I think her response lacked professionalism and tact.It is now 8/13/14 and I've yet to hear from Jasmine. I've contacted the branch location and spoke with a representative by the name of Lee. He stated that he couldn't help and that the only person who could is Jasmine. I've advised them that if I do not hear from her by the close of business on 8/14/15 that I will be contacting the corporate office. I believe that I've given Jasmine more than enough time to resolve this issue and she hasn't done as of the writing of this complaint.Desired Settlement: I want the difference of my rental refunded to me plus the $75 one-way rental fee that was charged.

Business

Response:

Refund handled and voicemail left for customer explaining refund and apologizing for poor communication on our part. Gave my cell number to contact if she has further questions.

Review: I had a weekend rental from Enterprise and used my credit card to reserve the car. A representative called me about returning the car, and I asked how much the vehicle would cost if I did not return it that day. The sales representative advised that the vehicle would cost "$10 a day." This amount is different from the company policy, however. Since this amount was quoted by the company associate, I kept the vehicle for an extended period. Well, the company failed to honor the amount provided by their representative.

I called the company to resolve the matter to my satisfaction. After locating the associate and discussing the problem, Enterprise advised me that their associate did not remember the conversation that took place. I advised that I remembered the conversation exactly and that I wished to speak directly with the associate. After doing so, to no end, I spoke with the manager, again, and was advised that I would receive nothing from Enterprise. I requested the contact for the district manager. I left a voicemail message with the district manager with my e-mail contact. I never received an email from their office, and since I work outside of the country, I intended to follow up with the matter on my return..

As promised, I contacted Enterprise, only this time I was told that the majority of staff I had spoken to previously were no longer with the company. Additionally, I was told that I had an unauthorized driver on the car. I was not told this or aware of this in my initial contact with Enterprise. The representative that informed me about this said that the company's policy for unauthorized drivers was to refuse renting in the future, to which I had no complaint as this was not mentioned previously and I had no desire to remain a customer.

I was given the contact for the district manager. After several attempts to speak with this person, to no avail, I decided to contact the Revdex.com to report my experience.Desired Settlement: Enterprise needs to honor what I was told by the representative and refund my money.

Business

Response:

Dear Revdex.com,

Review: On 18 March 2013 I rented a car from the Enterprise Car Rental on [redacted]. The car was covered with snow when I performed the pre-inspection walk around. The agent cleared the windshield and rear window but did not clear snow from the entire vehicle. I took the rental car and returned it on the evening of 19 March 2013. The office was closed at the time of return so I deposited the keys in the drop box.

The next morning, 20 March 2013, the agent called me claiming there were scratches on the rear passenger side of the car and that I was liable for the entire deductible for my auto insurance policy as an up front payment while repairs were made. I am not aware of any such scratches and will swear to the fact that no damage occurred to the vehicle while under my control. I asked to see the alleged damage, but I was informed this was not possible as the vehicle was already being sent to the auto shop for repairs. I asked to see photos of the damage, but no photos were made available to me. I asked for the name of the auto shop so that I could request a separate assessment of the damage, but I was told I was not allowed to have the contact information for the auto shop. The agent proceeded to bill the entire auto insurance deductible against the credit card I had on file for when I rented the car.

In effect, I have been charged $1,000 dollars for apparently minor damage on the car which I did not inflict and which I have not been allowed to see. This is absolutely inexcusable, and, in my opinion, amounts to little more than robbery.Desired Settlement: I demand a full refund of the entire auto insurance deductible charged against my credit card.

Business

Response:

Dear Revdex.com,

[redacted], Area Manager, spoke to [redacted] and came to a mutually agreeable resolution regarding the damage on the vehicle. Both Enterprise and the customer are sharing the costs of the repairs.

Review: My complaint against the Enterprise Rent-a-Car location in Washington, DC near the [redacted] airport is their false accusation that I damaged their vehicle. There were no incidents/accidents while I had the rental car from April 14 - 17, 2014. I placed numerous phone calls to their Damage Recovery Unit and was given the run-around. The person I spoke with told me not to call them and just wait for an agent to contact me. Once that happened, I explained the situation and was told repeatedly that I was responsible for damage to the car. Enterprise is claiming there was a crack in the lower bumper area of the rental car.I emailed the manager at this location and did not receive a response. I contacted a consumer advocate who is looking into the matter as well. I was given misinformation by Enterprise and also mislead by the Enterprise rep, Olivia, that assisted me with the rental car transaction. She told me my choice of an economy class car was unavailable (even though their lot was full of cars). Olivia informed me I was going to get a free upgrade and presented a [redacted] for my rental. She told me the car was dirty due to their maintenance cleaning equipment being out of order. Olivia also said the car had dents and scratches but that it was known and not an issue. She quickly walked around the car and pointed out a dent and said it was small and unimportant. When I returned the car 3 days later, I was surprised to be told by another rep that there was damage to the car. I told her I did not cause any damage. She pointed below the bumper area of the car, which is black in color. I could not see any damage and was unsure about what she meant. She had me sign an incident report and wrote that I said I was not sure what happened. She told me not to worry and that there were cameras on the premises that would be able to record the condition of the car upon pick-up and drop-off.Enterprise has sent me email and regular mail detailing the damage and claiming I am liable.Desired Settlement: Enterprise is demanding $1,185.47 in damages that I did not cause. I would like this matter resolved by Enterprise dropping/dismissing this claim. Even though I am still trying to ascertain additional information, Enterprise has turned the matter over to [redacted], a collection agency in [redacted], Georgia.Any assistance would be greatly appreciated. Thank you so much for your time and consideration.

Business

Response:

The Area Manager of this location has been in contact with [redacted] by e-mail and is trying to schedule a time to discuss the situation further by phone. We will provide an update once we are able to speak to the customer in further detail.

Review: Back in may I received a letter from enterprise stating I had received a toll violation and they would have to access my credit card for the funds and a fee total paid $168.00

Today 5 Oct 2013 I receive a letter stating the same and they are charging me 18.00 and provided my contact info to the DMV for payment collection.

Now am told they are two seperate events for invoice [redacted].

I feel that Enterprise either did not make the payment and now are trying to get me to pay twice.Desired Settlement: provide photo with date stamp of both events

Business

Response:

To Whom It May Concern;

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Description: Auto Renting & Leasing

Address: 3718 Bardstown Rd, Alpharetta, Georgia, United States, 40218-2209

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