ENTERPRISE RENT A CAR

My auto repair shop arranged for me to rent a car through Enterprise. I met the Enterprise employee at the auto body to return the car. The car, having only been driven between my job (in an open parking lot) and my home (with an treeless, open driveway) contained no scratches or dents other than those mentioned in the original rental agreement as preexisting. The commute from my home to my job is 10 minutes and does not involve a highway. After accepting the car (but never looking over the car with me), Enterprise later called me to state that there was a series of scratches on the car. After weeks of back-and-forth, State Farm just paid for the claim, even though I did NOT cause those scratches. The scratches were made AFTER I returned the car. I have heard that it is Enterprise's general practice to bilk insurance companies in this manner.

I rented a car from Enterprise in Leesburg VA (25 Fairfax Street SE Leesburg, VA 20175 ((703) 777-5800). The rental was for two days - pick up Friday and drop off Sunday. I was informed that they were closed on Sunday, but that I should leave off the car and drop off the keys on Sunday, and I would be charged only for the two days. I did so. They then proceeded to bill me for an additional day (Monday), because "they entered the returned car into the system on Monday morning." Outrageous! When I called to complain, they said that they would refund the money (this refund is pending), but they would have gotten away with it if I didn't check my credit card transactions. I do not recommend this place - and check your credit card debits carefully when dealing with them!

Review: My complaint specifically concerns poor customer service I received at the [redacted] MD office of Enterprise. Specifically, the Manager [redacted] (Branch Rental Manager)neglected waiting on me while she instead spoke with a non-employee who was using one of the business computers at the service desk. I, along with several other customers, was waiting to be helped while she continued to converse with this person. I was ahead of a white gentleman, but this gentleman was assisted by another agent who suddenly appeared from the back office (up to this point, **. [redacted] was alone at the service desk though I observed at least two other agents in the office). I stated to **. [redacted] that I had a reservation to which she curtly replied that I would be served "in turn", and that she "had several customers in front of me." There were, in fact,no other customers ahead of me, and I, in fact, was next to be served. I responded that I was in fact ahead of the white gentleman who was now being assisted by another agent. Upon finishing her conversation, **. [redacted] then asked if I needed assistance. I was then told there were different requirements in deposit amount as well as required identification depending on whether the customer used a credit card or bank card. I explained that I had not received that information when making the reservation. I incurred great inconvenience since I neither had the required additional documentation nor additional deposit amount for payment with a bank card. This should have been explained clearly at the time of reservation. This Enterprise store apparently has different requirements from other Enterprise offices, and this fact was not explained either. **. [redacted]'s tone was curt, dismissive and she maintained a smirk on her face during my expression of concerns. This was blatant unprofessionalism. She made NO attempt to apologize for the inconvenience and miscommunication.Desired Settlement: I would like a formal apology for **. [redacted]'s unprofessional and rude service and full explanation of this variation in payment and identification policy for customers paying by credit card versus customers paying by debit card from **. [redacted], the individual **. [redacted] named as the Regional Manager, or other Enterprise superior. Specifically in addition, for future reference, I would like to know which Enterpise offices have this policy.

Business

Response:

We have spoken with the customer and reviewed underwriting guidelines. We apologized she was not handled in order and with more compassion for the qualifying documents trouble. She is happy with the apology and will be renting with us tomorrow at [redacted] in [redacted].

Review: [redacted], MD [redacted]ly 20, 2014Enterprise Rent-a-Car Customer Serviceenterprise .comFALSE ACCIDENT CLAIMDear Enterprise Rent-a-Car Customer Service:I am a Progressive Insurance Policy Holder as well as an Enterprise Rent-a-Car customer. This letter is being written not because of the Insurance Claim with Progressive, which was extremely satisfying, professional and efficient, but of all things, the subsequent rental car experience. Progressive's handling of my original claim for my [redacted] was EXTREMELY SATISFYING. Based on that experience, I have shared Progressive's superior Customer Service with several of my friends.However, I am extremely concerned about Enterprise Rent-a-Car's service and their relationship with Progressive. This company, Enterprise Rent-a-Car, appears to be either a very unscrupulous company or employs very incompetent employees, including, for example, the Assistant Manager in the [redacted], MD Office, Ms. Regina *. J[redacted]. This company, via Ms. J[redacted], has filed a potentially financially harmful, baseless claim for an accident that was listed as occurring on 7/16/2014 (this date was used because it was the date I turned in the vehicle), at a locationthat is unknown. I know this accident never happened and stated such, which apparently doesnt matter although I am listed as the driver, yet a claim was filed against my insurance policy, for what as I was told by Afton, an Enterprise employee, on 7/05.2014 upon renting the vehicle, was a manufacturer's defect of less than a 1/4 inch misalignment of two mating surfaces of the bumper under the headlamp for about 6 inches in length on the passenger side, which did not need to be documented. As an Assistant Director of Engineering with over 40 years of design, manufacturing and construction experience, I have never seen such gross incompetence, or, blatant fraud, including falsifying an accident report, in my entire career, which spans the entire country and several industries. And believe me when I say it, I've seen some shady contractors, but this is one of the worst cases Ive seen. I hope either Progressive will divest themselves from such a shady company, or Enterprise would eliminate such incompetent employees. I purposely use the word eliminate versus train/retrain because this woman is apparently a member of the company's management staff and should not only know better, but know the potential consequences, contractual, financial and otherwise, of her actions for the company she represents. [redacted], MD. [redacted] cc: [redacted] InsuranceRevdex.comDesired Settlement: I would like Enterprise to retract,void or otherwise eliminate the false accident claim and return my security deposit.

Business

Response:

After reviewing the file, I have decided that we will not be pursuing the customer. He has been notified too.

Review: I gave my car for regular service maintenance on October 29, 2013 at BMW of [redacted] and got a courtesy loaner car from the Enterprise Desk within their service facility. I drove the car 6 miles to my home parked it overnight and took it back next day in the same condition I received without any damage or dents. I handed over the keys to the rental at [redacted]'s enterprise desk to BMW's customer service manager at the desk.

Later that day (October 30, 2013) I receive a call from Enterprise (lady by the name [redacted]) reporting damage to the vehicle and asking me how I wanted to cover that. I categorically informed the lady that there has been no damage to the vehicle from the time I got the vehicle to the time I returned the vehicle. And in case anything happened after I handed over the keys, it is not my or the customer's responsibility if something were to happen to the vehicle. I was quite frustrated with Enterprise's dishonest practice of falsely trying to put the blame on me.

I reached out to the service manager and my service adviser at BMW of [redacted] informing of the same situation. They are in the process of taking this up with Enterprise. In the meantime, Enterprise lady called again and left a voice mail on October 31, 2013 informing me that there is a $250 charge on my credit card for the damage to the vehicle. Enterprise it appears to be arm wrestling me with this charge even though they should not. In addition, I feel that there's something fishy with this incident. When the lady had called me the first time around to report the damage, she said that it was a dent to the rear of the vehicle. Whereas, I found out this morning (November 1, 2013) while talking to the BMW of [redacted] Service Manager that Enterprise lady told him that it was one of the doors on the side of the vehicle. In fact, when the lady called me the first time, I said that I'd like to see the vehicle as I am minutes away from the service center where the vehicle was dropped. She immediately said that the vehicle has already been moved and I would not be able to see the vehicle. This is just unacceptable business practice on Enterprise's part where they are trying to fleece and falsely arm wrestle customer's into paying for something that isn't their fault - as has been in my case. Although, I do want to say that I get the loaner vehicle from another of their facilities at [redacted] of [redacted] and I have never have had to face a similar situation. Not to read too much between the lines but perhaps it may be part of Enterprise's new strategy of forcing people to choose additional $20/day insurance on the vehicle at the time of the rental which covers any such instances. In the rental from the BMW of [redacted] facility I did not choose this as I knew I was not going to use the vehicle for more than 10-15 miles. But perhaps I would next time just to save me the time and effort of avoiding dishonest and unacceptable instances from Enterprise. Just as an fyi, even though I gave my [redacted] Card for this rental, I found out from [redacted] that in general they do not cover any damages related to courtesy loaner vehicles. This last part is just for awareness of people who may be using their credit card to rent loaner vehicles. But that is a different matter. Overall, my latest experience with Enterprise has been very dismal as a matter of principle.

Thanks for your attention and please be wary when renting from them. Make sure you inspect the vehicle thoroughly and highlight any issues with the vehicle else they may put a claim on you and arm wrestle you into paying for something for no fault.

Business

Response:

Dear Revdex.com,

I left **. [redacted] a message stating that we are refunding him his deductible. The BMW dealership is taking responsibility since the damage must have happened on their lot. We are sorry for the inconvenience this caused **. [redacted].

Review: I was involved in an accident that required me to obtain a car rental. Based on the terms of my insurance, my rental would be 100% covered for the length of time that it took to repair my vehicle. My insurance company made arrangements for me to obtain a rental thru Enterprise. There was an agreement made between the insurance company and the body shop that the body shop would pay a certain amount of my bill because they had my car longer than the original quoted time period that was extended. I returned the car rental and was given a receipt stating that I owned nothing and that was $100 deductible would be reimbursed, and it was. 90 days later, I was notified by a district manager of Enterprise that they had already deducted the remaining balance of the bill from by checking account that day because they had been unsuccessful with collecting the balance from the body shop. My personal checking account was charged the remaining unpaid balance 90 days from when I had originally returned the vehicle. I had been given zero notice that my account was going to be charged, I wasn't never provided with the amount that was going to be charge and I didn't know it until I checked my checking account. I literally received a call stating that my account was charged over $500 with of an unpaid balance and if I wanted to discuss it further that I should contact them.Desired Settlement: A total refund of the charged amount.

Business

Response:

Dear Revdex.com,

Review: First - this involves the Alamo Rental Car Location: [redacted] ([redacted] Airport). This location wasn't listed in the drop down menu.

I rented a car from Alamo a few months ago. When I arrived 15 minutes early the car was not ready so I waited. I already signed all the paper work and was simply waiting for my car at that point.

When it reached my scheduled pick up time I asked when my car would be ready. The man said he was getting a clean one from the basement of the Garage. I waited a bit. About 10 minutes later the guy came back without a clean car. I was a little nervous because I had someplace to be and I was afraid Alamo would continue running late. After seemingly not finding a clean car from the basement of the garage, the attendant seemed like he did not know what to do. Noticing I was frustrated, a while later he handed me keys to a car parked right by the pickup counter. No walk through was ever done regarding damage. I didn't notice anything major but I did notice the car was extremely dirty both on the outside and inside (I have pictures showing the dirt on the car). The dirt concealed pretty minor scratches throughout the car. Upon returning the car, Alamo made an issue out of one of those minor scratches (smaller than the length of my finger).

Alamo then proceeded to send me a bill (to the wrong address) demanding approximately $1200 for the very minor scratches. Noticeably they sent pictures after cleaning the car extensively to better reveal the minor scratch marks, which clearly were not worth $1200 in repair.

After searching the internet regarding this situation, I have found story after story of the same practice that Alamo partakes in. Delivering a dirty car, late, knowing customers are in a rush to leave, then not doing a walk through and cleaning the car up upon return only to charge the customer an exhorbenant fee.

I purchased insurance for this rental (which I almost did not get the documents to on time because Alamo sent the information to the wrong address initially). However, I still feel the need to complain about what I consider highly unethical business practices.Desired Settlement: I demand an explanation from someone in their corporate department. I also hope that the Revdex.com will give them a negative mark to warn other consumers of my experience. I do not even feel the insurance company should have to pay regarding this unethical billing situation.

Business

Response:

Thank you for the feedback on the recent rental experience of **. [redacted]. The Branch Manager of the location contacted the customer regarding the damages in question and informed **. [redacted] that we will no longer be pursuing him for the damages on the rental vehicle. In addition, the City Manager and Regional Vice President reached out to the customer to attempt to get further details on his rental experience. The customer was satisfied with the resolution and we consider the case closed at this time.

Sincerely,

Enterprise Holdings

Human Resources Manager

Review: My 79-year-old mother and I rented a car in [redacted] to take to my home in [redacted], Va. I was asked to check for for dents and scratches of more than one inch. I didn't see any, and neither did the staff members in [redacted]. When I returned the car after an uneventful trip, I was told I had to pay for "damage" to the left rear door. There was a small, raised seam-like line of six or eight inches on the door, not even one-16th of an inch wide, that looks to be a defect in how the door was rolled during manufacturing. You can barely see it. I was told that the other rear didn't have this, so this is considered damage and I must pay $500 for it. My credit card was charged $500, and they wouldn't have done this to me if I were a man. I called my insurance company right away. I was told to take pictures of the "damage," and after two people took pictures of the damage with different cell phones, you can't even see the line. I was robbed, and I want my money back.Desired Settlement: $500 charge removed from my credit card.

Business

Response:

The customer's $500 deductible has been refunded, and the branch has left a voicemail for the customer.

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.

Regards,

Review: A car that I rented was hit by another car while it was parked in a parking lot we provided enterprise with the info of the driver that hit the vehicle and there insurance information we then received a letter from enterprise stating that we are responsible for the damage which is not possible

Product_Or_Service: Rental

Account_Number: [redacted]

Location involved

[redacted], PA [redacted]Desired Settlement: I would like them to file the claim through the persons insurance company that is actually responsible for the damage to the vehicle

Business

Response:

Our Damage Recovery Unit (DRU) handles all claims and has been in contact with the customer. The DRU advised the customer they will be in touch if any additional information is needed. It was also explained to the customer that if the other party does not cover the damages they will be held responsible.

Review: My husband rented a car over the weekend so that he could go to an appointment while I was somewhere else with our 1 shared vehicle. He picked up the car on Saturday, drove it home, and parked it in our driveway overnight. He drove it to the appointment on Sunday and then back to our house. A few hours later, he drove it 1/10 of a mile away to top it off with gas (even though it didn't have a full tank when we picked it up). We drove it a couple of miles back to Enterprise and left the keys in the drop box since the office was closed and the car was due back the next morning. We got a call in the morning reporting damage to the vehicle. My husband returned to the rental shop to be shown a minuscule dent above one of the wheels that could only be seen from a certain angle. The car had been in no accidents while in our possession and Enterprise admitted that the alleged damage may have been there prior to our rental (since it was hard to see, it would have been easy to miss in the initial inspection).

Still, they said we were responsible for our $500 deductible and that they would bill our insurance for the rest. Without our permission, they immediately charged our credit card $400 and said they were keeping the $100 deposit they had required when he first rented the car to total the $500. That's right, they charged our card before there was any time to get a repair estimate. We have called and been transferred to many different people at Enterprise who say that this is standard practice (charging us for our entire deductible before getting an estimate or making repairs). We did no damage to this vehicle. My husband hardly drove it. Suddenly, a $50 weekend rental has turned into a $550 nightmare. We have disputed the claim with our credit card company, but I doubt we'll have much recourse. We will never rent from Enterprise again.

Business

Response:

I had spoken with [redacted] and agreed to refund $400 of his $500 deductible charged, while the claim was being investigated. Leaving only his original $100 security deposit on file. His claim is currently being researched and no prior damages and have been identified. I wrote to [redacted] that if after his insurance company and our Damage Recovery Unit investigate the matter his balance will be determined. If the claim stands and he is deemed responsible, he will more than likely need to furnish the remaining balance of his deductible. If it is determined that he is not responsible for the claim, as damage was found as pre existing or evidence of poor claim handling was proven, then we would immediately refund his remaining $100 deposit. Or if his insurance company satisfies the claim without a deductible being required by [redacted], we would then refund his remaining $100 deposit. Please let me know if any further information is needed.

Sincerely,

Review: Enterprise sold a vehicle to me through their third party contact and failed to give proper paper work to acquired tittle under the buyer (myself. [redacted]) name. Temporary tittle received from them(enterprise through its third party) was expired a month ago. When tried to resolved the issue with them, they gave me a run around. Their action currently exposed me to risk of vehicle been towed, arrested by law enforcement, psychological stress, excessive fatique and unlawfully retaining my money upon request. I received poor customer service expecially from a lady named [redacted]. Never follow through her words and at one point hung the phone on me.Desired Settlement: I need my tittle immediately, and monetary compensation for my travelling expenses back and forward, my time, and the stress involved in the amount of $2000 payable to [redacted]

Business

Response:

Dear Revdex.com,

Review: On Saturday 3/2/13 I returned rental car to enterprise during the business hours. I was refused return service, I was left in there parking lot with my 5 year old child to find alternative transportation, the business closed and left us there to find and wait for my alternate transportation.Desired Settlement: I would like a refund or credit back to credit card used to rent the car.Amount I was billed is 1394.07

Business

Response:

Can you please tell me the rental location of this complaint from [redacted]? I might need to forward to another group.

Thank you,

Consumer

Response:

Review: [redacted]

Location for this complaint is [redacted]

Branch manager called me and left message to call him back. I have called and left several messages to contact me. However I still have not heard from him.

Regards,

Business

Response:

Dear Revdex.com,

[redacted] Area Manager, tried to get in touch with [redacted] to solve the complaint. Her voicemail is full and so he was unable to leave a message. He will try calling her again.

Sincerely,

Consumer

Response:

I have left messages with alternate numbers to contact me. home [redacted] (message are not full) Work [redacted] (private voicemail).

Review: [redacted]

I am rejecting this response because:

Regards,

Business

Response:

[redacted], Area Manager, spoke with [redacted] and apologized. He also offered $100 off her rental charges. [redacted] accepted the offer. We consider this resolved.

Sincerely,

Review: When I rented a SUV from the [redacted], VA branch of Enterprise, I didn't check the roof for damages. The branch manager did and said it looked good. I trusted him. I never put anything on the roof or scratched it. When I returned it, they asked if I had loaded something up there. I told them no and asked to have the guy who checked me out call me. He never did, instead I received damage claim forms. The agency also charged me a $100 deductible in with the rental charge.Desired Settlement: I want my $100 refunded and the claim to go away.

Business

Response:

In an effort to both protect the company as well as our customers, Enterprise has a very effective process to hold customers responsible for damage occurred during the rental process. In this situation, even though the customer agreed to the condition beforehand and the vehicle was returned in a different condition, will not pursue for the damage. In an effort to provide the very best customer service in the industry and to retain our customers, we have have decided to close the file and will not pursue the customer.

Review: My car was hit and had to go to shop by the time all said and done almost 5 weeks, insurance took car of rental through Enterprise. When I picked up car told sales person need a small car because parking in my neighborhood is a nightmare and they ticket readily. Sales person gave me a big black boat [redacted] told me nothing else available but then smaller car came in while I was there continued to lie and tell me it needed an oil change so had to take [redacted], however when I started that up the oil change light came on before I left the lot but had been there so long and very obvious she was not giving me another car. Sure enough my rental got targeted and got 5-6 tickets parking in my neighborhood even one for registration because it had VA plate. After 2 weeks I called and told them they had to switch me out for this reason, so for short of 3 weeks following the smaller rental car ([redacted])less conspicuous with MD plates received NO tickets at all. My habits did not change, parked the same places same way as the first rental yet it was not "hawked" by meter maid. Now they are billing me for those tickets and I have called my [redacted] to stop all charges relating to those however the nightmare still continues with this accident that was done to my car when it was parked. I cannot have them report and take this to collections ruining my good credit which I've worked very hard to maintain. They got my business through unfortunate means and service has been questionable, now they want to bleed me some more for an accident I had NO control over and everything else following relating to this incident was out of my control as well.Desired Settlement: PAY THOSE TICKETS BECAUSE IT WAS YOUR RENTAL AND I SHOULDN'T HAVE TO PARK IN ANY OTHER AREA BUT THAT WHICH I LIVE IN DUE TO AN ACCIDENT NOT MY FAULT BUT HAVE BEEN THE RECIPIENT OF ALL HEADACHES/HEARTACHES THERE AFTER.

Business

Response:

I have spoken to customer and listened to her concerns. I we agreed that the way she felt she was treated was not in line with our philosophy and I apologized. She has always been a loyal customer of Enterprise and after our resolution she will continue to be and is very happy that we reached out.

Overall she had been frustrated with the accident situation that caused her to rent, the car selection she was given and then the fact that she was targeted by DC Parking for several different and inconsistent tickets for the parking of the rental. After repairs she was then hit again and rerented from Enterprise the next week and was also frustrated with the tow company for further damaged her vehicle and the Insurance company involved.

I explained that all of the factors were certainly frustrating and I understood her associating the fault with Enterprise and we reviewed her past great service from us.

I committed to her that this was an opportunity for us to learn from the situation on the service end and in doing so would like to cover the cost of the citations and she is very very happy about that. She expressed that she will definitely let this positively affect her impression of the situation.

I have already contacted the citations department and confirmed they have them on file and that we are to pay them and not pursue the customer.

I have reviewed the situation with the Branch Manager and used this as an opportunity for us the better understand the customer's expectation, perception and opportunity to take great care of each customer.

Review: I rented a car on Nov 1 from Enterprise at [redacted] by [redacted]. I returned the car Nov 6 at the same office and left the keys in a drop box. On Nov 7 at 12:59pm I received a call (left voice mail) from a woman saying that there was ashes all over the car and it smelled like smoke and she charged me an extra $200.00 as a detailing fee. I immediately called her back and told her I did not smoke in the car neither did my husband who was the only other person in the car the entire time. Neither of us are smokers and never have been. I told her I was coming there right then to see and smell the car. She told me it was not there anymore, that it had been rented already (thought it needed to be detailed). I told her I wanted to talk to someone else. [redacted], who originally rented me the car, called me back from a different office a few minutes later. He said he hadn't seen the car and could not say what she said was true or not but that I COULD go look at it. So off I go to see the car. The same lady who told me I couldn't see the car was there and showed me the car that was still in the lot (she told me that she called whoever had it to bring it back). We both got in the car so she could show me the ashes. As she is pointing to stuff, I'm picking it up saying this isn't ashes, it's lint, or fuzz. So she says don't you smell it? I said no, it smells like leather, exactly what it smelled like when I picked the car up. She said I must have a cold. And she has pictures of the ashes that she already "wiped away". I told her I wanted to see the pictures. Of course she wouldn't show me. I told her I am not going to pay a $200 fee for something I didn't do. She said, "well, I've already charged it and I 'm not taking it off now". This is not the first time this has happened, in July of 2013 I rented a car and was charged a $90 fee, I made a complaint directly thru the company and got no response at all. After the nasty remark from the girl, I left and immediately called [redacted] back. I told him there were no ashes, and the car did not smell like smoke, he said he would be seeing the car later that evening when someone brought the car to him in Fredericksburg and would call me back, which he did and left a voice mail around 6pm, he also said it smelled like smoke, he didn't say he saw ashes anywhere. Just so happens that [redacted] is the same person who charged me the first time as well in July. I think it's horrible the way Enterprise is scamming people to make a little extra money.

I did not smoke in this car. There were no ashes and no smell. It's sad that someone can say I smell something so I'm charging you $200.00.Desired Settlement: I just want the smoking fee that I was charged refunded back to my credit card.

Business

Response:

Dear Revdex.com,

The Revdex.com complaint filed by [redacted] has been resolved. The desired resolution of the customer has been met by both parties. The customer is understanding of why the fee was charged, but is insistent that it was not her that violated the contract. Enterprise refunded the detailing fee.

Sincerely,

Enterprise Holdings Area Manager

Review: Bait and switch, charged in excess of 300% of 'estimate'

Car rental agreement on 6/29/13 was for the car to be picked up as Washington Dulles Airport and dropped off at [redacted] (NH) regional airport within 24 hours. This is on the agreement.

I declined all additional coverage and extras at pickup and was assured by the [redacted] representative that all I would be billed is the amount on the agreement, which was $88.35 (absent any damage to the vehicle).

The 'Rental Agreement Summary' (which I have) provided by [redacted] has a line item for 'Excess distance charge - $.35/m', which is totaled out to $0 - indicating no excess distance charge. T

The agreement also clearly indicates the start and drop off points with addresses, these locations are roughly 500 miles apart. The agreement should have provided an estimate based on the distance between the two airports of what [redacted] would actually charge.

I can only speculate that [redacted] leaves this amount at $0 to lure unsuspecting consumers. The advertised rate immediately becomes very uncompetitive once [redacted] reveals the true cost of the trip (which they did not).Desired Settlement: Estimated amount was for $88.35 which includes taxes

Charged amount was $323.63

Requesting refund of difference of $235.28

Business

Response:

Dear Revdex.com,

Our Area Manager, [redacted], spoke to **. [redacted] and resolved the issue. He was confused about the exact way the drop fees are estimated and overlooked the policy when making the reservation on his smart phone. We want to treat him fairly and have refunded him the amount that he had requested.

Review: I rented a [redacted] from Enterprise on May 22. After waiting over an hour, I was transported to a second location to pick up the vehicle. I dropped the car off at the [redacted], PA location as per the agreement on the morning of May 25. However, I was charged an additional two days without explanation or communication of any sort. I have contacted the Enterprise national headquarters, and was initially promised that someone from the VA or PA location would be in touch. This was two weeks ago, and I am still being charged for two days that the car was not in my possession.Desired Settlement: I should not be charged this absurd amount, as the car was only in my possession for the 3 days initially agreed upon. The rental agreement, which I have in my possession, listed $309.15 as the amount for the three specified days.

Business

Response:

Our Airport Manager [redacted] contacted the customer and he said the issue had already been resolved by another Regional Manager and the credit has been issued to his credit card.

Sincerely,

Enterprise Rent-A-Car

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.

Regards,

Review: I rented a car from Enterprise RAC Company, [redacted] Wheaton, MD on 06/21/2014-06/28/2014 for a weekly rate of 178.01 USD and returned to the office on the last day and extended it for another week(06/28/2014-07/05/2014) with the promise that the rate will be the same for the next week. When I returned the car, I found out that I was charged 248.00 USD for the second week after the payment went through. The agent talked to the manger and she promised to refund the difference of 70.00 USD to may account and gave me her card to call if the payment is not credited with in 2 weeks. After not seeing the payment for 6 weeks I called and was put on hold and told they will call back. This happened twice with nobody calling back,

Finally, today on Nov 22 I refused the agent when he again promised that a manager will call back and waited for more than an hour to talk to a manager. She said since there is no note left on the transaction she will look into it when she get the time and call me back. When I asked when that will be she said sometime after the holidays season which is not acceptable after I have waited this long for them to resolve the issue. I asked if she wants me to dispute it with my credit card company or Revdex.com and she said go ahead. I called the credit company and they said since there is nothing in writing they will not be able to challenge Enterprise on this and file the complaint with Revdex.com.

It is really sad that they treat their customers this way and don't even make the effort to settle the issue in a reasonable fashion. Even the managers are not concerned about escalating this to this level for a minor amount like this. All it would have taken is to ask the manager at that time if she approved this adjustment or not.Desired Settlement: The difference of 70.00 USD and applicable taxes refunded to the credit card.

Business

Response:

Customer's $70 refund has been processed on 12/4/14.

Review: I dropped off a car I rented on 11/14/2013 at Enterprise designated location, [redacted] Auto Body in [redacted] Md. They have me logged that I return the car and that someone from Enterprise would come to pick up and inspect the car. On 11/16/2013, I realized that I left my GPS in the compartment next to the cup holder. I immediately called the the location and made a report. The agent assured me that the car was still there at [redacted] Auto Body and someone will pick it up on 11/18/13 and they would hold the GPS at that location from which I rented the car. I called back on 11/18/2013, a Mr. [redacted] answered the phone and I told him the same thing I told the other agent, that I mistakenly left my GPS inside the car. He told me he will call me back later. He did call me back later, but only to say that there was no GPS in the car. I told him I used it the day before and it was inside the compartment, sitting on top of a brown padded envelop, that I kept it in. He claimed that its not there. I told him that he was not being honest and that I was not crazy. I know I left it inside the car. I asked him if the body shop would have access, after I left the car there. He said under no circu**tances they would enter a rental car after it was dropped off.I called [redacted] Auto Body and they too confirmed that it was not the practice for anyone to enter the rental, car after a customer drop it off. This was the only vehicle I used while my car was in the shop, and I know without conviction that my GPS was left inside that car. [redacted] hang up the phone on me after I demanded my GPS, claiming I was cussing at him. He was the first person to enter the car after I dropped it off, from what he told me.I would like to have my GPS back as I am not able to replace it and needs to use it for my job.Please look into the matter for me.Desired Settlement: I just want my GPS back.

Business

Response:

Dear Revdex.com,

Our Area Manager, [redacted], spoke to **. [redacted]. She insisted that our employee has taken her GPS. [redacted] explained to her that the Branch Manager stated he did not find any GPS in the vehicle. He informed the customer that we will not be replacing her GPS. **. [redacted] hung up on our Area Manager.

Review: I rented a vehicle from Enterprise while my car was being repaired by [redacted]. After dropping my car off for repair, I got to Enterprise fairly late in the day, and was in a rush to get out because I had to pick up my children from daycare/school. As I was moving my car seats into the rental, the employee was trying to sell me some kind of insurance policy for the vehicle, which she told me would not be insured unless I bought the insurance policy she was selling. I did not know whether my credit card covered this kind of insurance, so I told her that I just wanted it for one day. She said that was fine, and that I could call in if I needed the policy extended beyond the one day. She pointed at the form to have me initial it in numerous places. I did not read the form in full because I was in a hurry to go pick up my kids, and I trusted her representations. My car took about 20 days to repair, and after I picked it up (and returned the rental), I noticed a charge on my credit card for over $450. When I called Enterprise, they said it was for insurance on the vehicle. I told them I had not authorized the charge, and I explained what I had been told by their employee. The woman I spoke to, an Assistant Manager named [redacted] (sp?), said these mistakes happened sometimes, that the woman I had talked to was an intern, and that she would talk to her manager and call me back. I did not receive any call back, but called myself about 10 days later. I spoke to [redacted] again, who *then* talked to her manager about it, and then told me that they would not reimburse me in full. They offered to reimburse me half of the money, but refused to pay the other half back. This is an extremely deceptive business practice employed against someone who was in a rush and had no choice but to rent a vehicle from Enterprise. I am highly dissatisfied, both by the fraudulent tactics used by Enterprise, by the intentional refusal to respond to my initial request, and then to their refusal to refund me for their employee's misconduct. Further, I am shocked that they have charged me this much money for 20 days of insurance, when I (and I assume most other people) pay this much for insurance over 6-12 months.Desired Settlement: I agreed to pay for one day's worth of insurance, which was around $25. The balance that was charged to my credit card should be refunded in full, due to the deceptive and fraudulent practices used by Enterprise's employees.

Business

Response:

Dear Revdex.com,

We processed a full refund for **. [redacted]. He was happy with the resolution. We consider this complaint closed.

Sincerely,

Area Manager

Enterprise Holdings

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. The gentleman who called me in reference to the complaint was very helpful and took care of my concerns without any further action on my part. I am fully satisfied with Enterprise's response and thank them (and the Revdex.com) for their assistance with this matter.

Regards,