ENTERPRISE RENT A CAR

Review: I reserved a vehicle through the enterprise rent a car website and was given a conformation code confirming the location and time of my vehicle pick up. When I got to the location conformation number in hand I was told that the vehicle I reserved was not available and that no vehicles were available. Then I was told that they was not going to be able to find a vehicle for rent at any other location and if I still wanted a vehicle to rent in two days to come back and check.Desired Settlement: For the website to be accurate, better customer service and a discount on a future rental.

Business

Response:

Dear Revdex.com,

Our Area Manager, [redacted], who oversees the [redacted] area contacted [redacted] to review his complaint regarding the rental process. [redacted] then offered [redacted] a free two-day rental to come back and try us again. [redacted] is pleased with the resolution.

Please let me know if you have any further questions.

Thanks! [redacted], Regional Controller

Review: In October of 2012 I reveived a rental set-up by my Insurance company while my vehicle was being repaired. During this time my employer [redacted] deployed me to NY/NJ for assistance after Hurricane Sandy. In December I started receiving e-mails from a **. [redacted] who is the Area Rental Manager. I informed **. [redacted] that I was not in the DC,MD,VA area because I had been deployment. [redacted] started to become belligerent accusing me of lying about being in the area so as I was informed to do by my superiors in the field I sent **. [redacted] my official deployment orders and informed him to send me a bill and I will take care of any other issues when I returned. I received a bill and it stated all that was owed was $1.00 yes $ 1.00. Now fast forward to today. I took my car in to [redacted] during my lunch break to be serviced and while my vehicle is being serviced I needed a loaner which is provided by enterprise and is paid for by [redacted] so that I could return to my office. I was informed by the Rep and Manager on duty that my name was on a no rent listing because the vehicle back in december had to be "repossessed" and that I owed a blalnce of $1,900 which is not true. I was in contact with [redacted] while I was in NY/NJ for enterprise to retrieve the vehicle. I inofrmed the Rep and Manager that just last month (August) I received a rental/loaner without any problems while my vehicle was being serviced. I call Enterprise customer service which gave me another number and that Rep gave me another number along with the number to the location that put me on the list. I called the number NUMEROUS times it always transferred me to a person named [redacted] who did not answer the phone and who's voice mail kept picking up. The voice mail informed that I could leave a message or if for an emergency e-mail him which I did both and have not heard from him. I called the location that placed me on the list and was informed that they could not do anything and that [redacted] was the only person that could resolve this. So I called customer service back and was informed by that rep that they would e-mail someone and they will return my call. Mind you that with all of these calls and run arounds and transfers to different people I was stranded in Virginia and had to make it back to my office in downtown DC. This is highly unaccecptable expecially for a customer who has been renting from enterprise for over 10 yrs.Desired Settlement: I would like my name to be removed from the no rental listing, because the situation that occured was beyond my control. As I stated I was in contact with [redacted] which I have all the emails. So in the future I do not want to have to go through this the next time I take my car in for service.

Business

Response:

Dear Revdex.com,

Our Area Manager, [redacted], attempted to contact [redacted] to resolve the complaint. We have yet to hear from him.

Sincerely,

Review: In May 2013, I received an enterprise rental car while my car was being serviced in [redacted], VA. While I had the rental, a third party drove into the parked rental car. At this time, Enterprise put a hold of $500 on my credit card, equivalent to my insurance deductible. The third party has since paid Enterprise in full for all damages and associated fees. Over 2 months ago, I spoke with the Enterprise damage recovery, and the rep explained that the credit card charge had not associated with my claim (#[redacted]) and indicated that was likely the reason why it had not been refunded. The rep submitted a request to Accounts Payable, on my behalf and asked that I call back in two weeks if I have not received the credit. Since then, I have called multiple time and have been given the same guidance to wait for Accounts Payable and call back if my credit card has not been refunded.Desired Settlement: Refund the $500 to my credit card immediately

Business

Response:

Dear Revdex.com,

Review: [redacted] County Airport Enterprise Auto Rental charged sales tax 18.375% . The [redacted],Ny sales tax rate 8.375% . My reservation was made online by [redacted] Travel. Customer Care Rep.Sean C[redacted] & Martez J[redacted] refuse to refund my request. Their view I signed the reservation form with the rate. In a small busy airport the rate may been in the form, but the rate is not legal -there is no rate in [redacted] County or [redacted] for18.375% ----Booking date 8/30/2014 [redacted] Travel number [redacted] Enterprise confirmation number [redacted]

My reservation was for [redacted]. When I went to pick up auto it was not there. lot person kept saying it is on the way( several times) he suggest a upgrade for $10 per day . My rental sstill was not there and I had to pick up people 100 miles north of airport,so agreed to a $8 per day upgrade. When dropped off rental auto lot was closed 6:00 am 10/30/14

I have rented from Enterprise In,OH, FL and had good service.Desired Settlement: Refund $29.26 diffence of tax rates.

Business

Response:

Our apologies to [redacted] for creating any confuision with her rental billing. She is correct in stating that the sales tax rate is 8.375% in the [redacted] area. However, what she may not be aware of is that the auto rental industry specifically has had a series of tax increases over the years that has driven the sales tax rate when renting a car at [redacted] County Airport to 18.375%. There was an additional tax increase in 2006 and most recently an additional tax increase in 2009. The attached NY Times article mentions the tax increase that occurred in 2009. More detailed tax information can be obtained from the NY Sales Tax Authority. Although we oppose these additional taxes imposed by the State upon our customers, we have to charge, collect and remit these monies to the State. I'm afraid the tax rate billed to [redacted] of 18.375% is entirely accurate. Thank you for your continued support and commerce.

Timm U[redacted]

Regional Controller

EHI Inc

[redacted].com

Review: I rented a car from Enterprise. Upon inspection of checking the car out to look for damages the employee said not to worry about scratches because the car is so dirty (it was covered with salt and sand from the roads/snow) after returning the car 9 days later the car was not checked in by Enterprise until 18 hours later. They called me and told me there was a scratch on the hood. They denied the car was dirty and stated it has been washed before I rented it. They filed a claim with [redacted] (my insurance) without notifying me and charged my credit card (without notifying me)Desired Settlement: The claim with [redacted] dropped, an apology, and reimbursement of charges

Business

Response:

Dear Revdex.com,

Our Area Manager, [redacted], left two messages with Mr. Hurowitz to try to resolve this complaint. We have yet to hear back from him. We would like to have the opportunity to resolve this complaint.

Sincerely,

[redacted]Enterprise Holdings

Review: I rented a vehicle from enterprise, was charged a different rate from which I was promised, They are still charging my credit card, contacted the corporate office, they promised to take care of the situation, they have not called me back. The representatives at the [redacted] location said I should use a [redacted] instead of a [redacted] debit so no hold would be placed on my card, I used a [redacted] and the put a hold of 100.00 on the care. Next I rented for the weekend when I returned the car, I told them I actually still needed it but was returning because I got a rate of 126.00 from [redacted]. They said they would give me the same rate. The next week when I returned the car they charged me approx 123.00 for the car as promised so I rented an additional week they promised the same rate. Halfway through the second week the rep called and said I did not have enough money on my card to continue the rental. I was curious as to why they were billing in the middle of the week and why I did not have enough to secure a 126.00 rental. They insisted that the cost of the rental was 223.00 and when I explained to the manager that he himself told me they would give me the same rate as [redacted] he said the only reason they charged 123.00 was because they added the 100.00 they put on hold from the weekend rental and that I owed an additional 169.00 and was to bring the car back since my card was declined. Since I was out of town I called the corporate office and they said they would take care of it. I then called the [redacted] office and told them as agreed, I would return the car on the following Monday since I had a weekly rental. The corporate office assured me that by the time I returned the rental they would have everything straightened out. I returned the car on the following Sunday evening....No one from corporate called to fix the issue with the money. I was expecting them to refund the funds back to my credit card. Instead, I got a certified letter from the [redacted] Manager insisting I return the car immediately and that I was supposed to bring the car back after the weekend rental. t on the 16th of October. Mind you I had already spoke with them and paid for the weekend and an additional week of rental, I was on my second week when the manager who obviously was misinformed sent this threatening letter to my home. While still waiting to hear from someone in the corporate office, Enterprise charged my credit card an additional 269.00. I immediately called my credit card company and disputed the cost. The numbers that I am reporting may not be completely accurate off by maybe 1 - 2 dollars because I don't have the documentation in front of me but I will attach the actual number along with the statement . Additionally, my credit score was lowered because of their negligent behaviorDesired Settlement: My agreement with Enterprise was a weekend rental of approx 68.00 which I paid. 2 Weekly rentals at 126.00 each totally 252.00. My limit on my credit card was $500.00, Today, they have charged me close to 800.00 for a 332.00 purchase. Not honoring the agreement to meet the [redacted] rate and charging me daily instead of weekly. I would like a letter to my credit card company as this card was part of a system to restore my credit and going over my limit put my program in jepordy, I would like a refund and an apology for the letter alleging that I illegally kept a car that I rented from them

Business

Response:

Dear Revdex.com,

Review: I am writing Enterprise for vehicle number: [redacted] I picked up at DCA on 8/17/13 from National. I rented the vehicle so I could take my sister and our family out to celebrate her birthday. I've been trying to get some help with his matter for a while but it see** like no one from [redacted] is willing to help me from actual locations to customer service. When I reserved the vehicle I used a [redacted] Contract ID, not knowing that you have to work for the company in order to use the discount. I knew it was sponsored by the company but I never saw anything where it said I need to work for Honeywell. I originally found the discount on a random traveling discount website. Whenever I used it nothing ever said that I had to be at member when making reservations and signing rental contracts and I read them. That day we walked around the vehicle and we discovered a large dent on the rear as well as over head damage in two places that rusted on top of the vehicle. We noted the damage on our end and went to the exit booth and notified this man who looked over the vehicle and stated that he will put the information into the system and he left and went somewhere else and had us waiting and came back with my contract and we were on our way. I returned to Union Station the next day. The exit booth agent blamed the rear damage on me. (she was ridiculously rude) She didn't do a full walk around and failed to notice the overhead damage when I was telling her everything was there and should be noted in the system. She just closed the rental out and didn't care about anything making me think I'm good but later on the DNR. [redacted] has made mistakes that I forgave for letting me go without a contract on vehicle [redacted] and for dirty [redacted] (pictured) [redacted] and frequent low fuel cars that should of been full. All of that doesn't stop there. I've had more bad experiences but it never stopped me from coming back. Things just feel at home to me here. I even sent [redacted] an apology.

Product_Or_Service: Rental Car

Account_Number: Vehicle# [redacted]Desired Settlement: I would like to be given a second chance to rent with the company again I miss my home. I learned a lesson even though It was an accidental mistake. I do not like renting with other companies it is just not the same. I rather do business with a company who stands behind an enjoyable rental experience and that's what I got here.

Business

Response:

**. [redacted],

This complaint is not for a location that my office oversees. I am located at the Enterprise headquarters in [redacted], PA which oversees all of the Enterprise/National/Alamo locations in Central PA. (Pittsburgh and Philadelphia are separate regions from mine as well.)

I believe this issue should go to the Enterprise headquarters in [redacted], MD. The contact person there is [redacted]. Please let me know if you need any additional contact information for that location or if I can be of further assistance.

Sincerely,

Business

Response:

Dear Revdex.com,

Thank you for the feedback on the rental experience of **. [redacted]. As **. [redacted] outlined in his complaint, he was placed on our company’s “Do Not Rent” list after he fraudulently used the corporate account information for one of our accounts on numerous occasions. Several of our managers have spoken to **. [redacted] over the last several months, including the City Manager that oversees the locations where **. [redacted] rented the vehicles. After receiving the feedback from the Revdex.com, the City Manager again contacted **. [redacted] to explain the decision to no longer rent to him. Based on the rental history of this customer, the company has upheld the decision to keep **. [redacted] on the “Do Not Rent” list and we consider the case closed at this time.

Sincerely,

Human Resources Manager

Enterprise Holdings

Review: I am disputing this charge because the vendor told me it was going to be refunded. I contacted the merchant on April 19th 2013 because I was not aware that the coverage for my rental had to be paid out of pocket. The merchant told me return the car and then contact them so I can receive a refund. I told the merchant that I was going to return the car to the airport location and then I was going to contact them. The merchant said that this was ok and to contact them after I returned the car. After I returned the car and contacted the merchant the representative that I had been talking to ([redacted]) told me that he can’t do anything about it after he told me he would twice that they can issue the refund after I return the car. The merchant told me that he had written down notes of our conversation and what was to happen, but that ended up being a lie also.Desired Settlement: I want the refund on my credit card

Business

Response:

Dear Revdex.com,

Our Area Manager, [redacted], spoke with [redacted]. He is refunding the customer $631.99. We consider this complaint closed. Thank you.

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because: I was promised a full refund by an employee and the manger refused to give me what was promised

Regards,

Review: On Wednesday, May 1, 2013 I visited the Chevrolet Dealer in [redacted], MD to have my car serviced. The technician [redacted] informed me that the services would probably take a while and he would provide me with a paid rental so I could leave. I received the car around 10am on 5/1 and I returned the car before 10am on Friday, May 3, 2013. [redacted] informed me that if the car wasn't turned it to Enterprise by 10am, I would be responsible for paying for that day. Chevrolet paid about $73 for both days of the rental agreement. I opted to have the extra insurance that costs about $22 per day. When I arrived to Enterprise on Friday, May 3, I spoke with an [redacted] female counter associate. The female instructed me to pick up my car before I drop the keys into the drop box. I left Enterprise and walked to Chevrolet. I then drove my car back to Enterprise and I went in to drop the keys off inside the drop box at the counter. After that I left, this all occured before 10am. I intially called Enterprise to discuss this matter on or around 5/7/13. I spoke with two very rude associates, one was the "manager" [redacted]. [redacted] said that the keys were not proccessed from the box until 4pm that evening and because of this I turned in the car at 4pm. He informed me that someone would call me back regarding this matter. I never received a call. On Wednesday, May 29, 2013, I logged on to Enterprise's website to file a complaint. After typing out the situation, I was informed that the regional area manager "[redacted]" would give me a call. I also had the option to call his office and when I called I spoke with another female that informed me, [redacted] would give me a call. Not being convinced by Enterprise, I called the [redacted], MD store since the Chevrolet Enterprise is only open untl noon. I spoke with [redacted], who actually took the time to see what happened, she said I was charged $106.34 for a third day plus the optional insurance. I also have a pending charge for $56.34. The $56.34 charge has been pending since May 1st. [redacted] later said that I should only have been charged about $50 and everything else should be removed and returned. She said that she would leave it for the manager and they would process the refund and call me back. I never received a call from her, her manager, or [redacted]'s office. I called again today and spoke with [redacted] again who said I would have to wait for the non-manager [redacted] because he is unable to process the refunds. I asked to speak with another manager, he said someone will call me this evening. So far it has been beyond a month and I am very dissastified. I'm constantly receiving the run around when trying to communicate with this business.Desired Settlement: I would like to have a full refund and a letter of apology.

Business

Response:

[redacted],

This customer received a refund on June 4, 2013. We consider this complaint resolved.

Thank you, [redacted], Executive Assistant Washington, DC – Group 16[redacted] office

[redacted] direct

[redacted] fax

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. Although the actual hold was not released until the end of June.

Regards,

Review: I have sent the following to Enterprise through their online system. I think that asking for additional cars and quilification proof (other than Drivers License and Insurance) is a poor policy. It certainly turned me away from them.

I had reservations at this location that I had made with [redacted] a few weeks prior. I expressed that the rental was to be used for a family trip to KY and that my fiance would also be a second driver. When we arrived we were told that we needed a lot of information to add her as a second driver. We were not informed of this prior to coming to pick up the car and were totally un-prepared for this request. Additionally the manager wanted to run her credit card in addition to mine to add her. She is on my insurance policy...and there should have been no need to have two swipes of two different cards. This to me is a racket and should be illegal. In fact, I will be reporting this to the Revdex.com as well as any MD State officials that will listen. After we declined, we went down the street to [redacted] and aside from asking for her drivers license and proof that she was on my insurance, there were no hassles and no extra card required. I have been quite loyal to Enterprise over the years and you have served me well, however your customer service and policies are unacceptable in my opinion. I will NOT be a return customer. Please remove me from any email lists and from any computer data bases that you may have.

Best Regards,

[redacted]Desired Settlement: A change of policy in the qualifying of additional drivers.

Business

Response:

Revdex.com,

We have have been attempting to reach **. [redacted] to discuss his concerns. Today (12/9) he reached out to [redacted], Area Manager, to confirm he had received his correspondence. However, he was not ready to discuss his concerns at this time. He noted that he has [redacted]'s contact information and will reach out to him when he is ready to talk.

At this time, we will not be pursuing the issue any further as the customer has indicated they are not ready to talk about their concerns. We will await their follow-up.

If you have any questions, please let me know.

Thanks! [redacted]

Review: I rented a Dodge Charger (Plate # [redacted]) from the rental location at [redacted] on 12/14/2012 around 8.30 AM. The car was covered in frost and still there was ice on many parts of the car when the agent inspected the car. Moreover the car was parked backwards along the tree lines where the branches were very close to the trunk. There were water drops from the branches and so there was no way to get around to see the rear bumper area. The agent nor myself ever noticed a long scratch on the bumper just behind the trunk. I noticed the scratch when the ice melted away. As soon as I noticed it, I called the above rental location to report the same at phone number [redacted] from my home number [redacted] at 2:24 PM on 12/14/2012 and spoke to an agent (a male voice and do not remember the name). He wanted me to take the car back to him for re-inspection. As it was a work day, my schedule was such that I told him it was not possible to bring the car back for re-inspection before his office closure time and also I mentioned to him that I was planning to return the car next day in the morning. He agreed for it and said he will take care of this when I return the car. As per the plan and the instructions from their agent, I returned the car at the drop off location at the body shop around 11 AM on 12/15/2012 where my own car was under maintenance. I handed over the key to the body shop and no inspection was done by anyone when the car was returned. However on 12/17/2012 around 5.30 PM Enterprise agent named [redacted] called me and reported that they found a “scratch” on the car. i.e. 54 hours past returning the vehicle. I clearly explained to him all that I have mentioned above. He was not willing to accept any of those truths. He also said he was going to file insurance claim. They filed the claim. I kept my insurance company in the loop for all these. My insurance company declined to pay them because it was a false claim from their side. It was the Enterprise’s agent who did not put the note in the system about my call. I suspect their agents tried to act smart by putting something that may have possibly been done by another Enterprise customer, (not noticed by them when car was returned), then deliberately parked the car close to the tree when I came to rent the same car. I could not go behind the car during the inspection due to the heavy frost that morning so they skipped that part on purpose and trying to push the blame on to me. I also noticed a hand written white mark on the windshield as $15K on the car; as if this car was for sale. I am sure Enterprise is trying to repair the car at someone else cost before they sell the car. Agent tried to sell the insurance with a long lecture during the inspection. However I did not purchase the insurance as my insurance company covers rental cars. Moreover, I was only planning to drive the car home and return next day. I do not like to be punished when I am innocent.Desired Settlement: Enterprise should consider this truth statements from me and also must stop all these kind of practices in future. None of their future customers should face similar issues.

Business

Response:

I apologize for the delay. Can you please send me the complaint again. I want to follow up with the correct Group regarding this complaint. Thank you.

Business

Response:

Our Area Manager, [redacted], spoke with the customer. We closed the file and we consider this complaint resolved.

Thank you,

I rented a car from Enterprise Car Rental. After I paid for my rental (by the way, this company gave me a different price every time I spoke to a worker) in full. I was contacted by my car insurance company stating that a claim was file with them because of a damaged vehicle. I was not notified by Enterprise.....I returned the car after hours and put the keys in the drop box. Finally, my insurance company called me again and stated that I filed a dispute for this claim. Till this day, I know nothing about any damage. This company is very questionable!

Review: I rented a car from Enterprise Rent-a-car [redacted] branch on 02/04/2013 through my auto insurance's arrangement. I was given a Ford Fusion. It has 21,213 mileage and in a dirty condition. The agent showed me upper body of the car and we didn't bent down to inspect inner parts of the car or what's the status under the car.

In the morning 02/05/2013 around 8:00am, when I was driving the rental car under normal weather and road condition on [redacted]) near [redacted] in [redacted], the dashboard displayed a warning message "Low Tire Pressure". While I was looking for a shoulder to inspect the tire, within 30 seconds I felt the right-front tire has blown off. At this time, I was at [redacted] between [redacted] and [redacted]. I parked the car on the shoulder. I found the car had a flat tire on right-front passenger side. Then I changed the flat tire with the spare tire in the trunk.

After work I returned the car to Enterprise at 5:50pm on 02/05/2013 at the same local office on [redacted], [redacted], [redacted]. The associate insisted to charge me $500 deductible. I complained to Enterprise customer service on the same day to [redacted]. On the same day I returned the car, the associate prepared a Vehicle Accident Report. The report lists that Damages to Enterprise Vehicle is blowout tire and possible rim damage. On February 19th, I received a letter from Enterprise Damage Recovery Unit requesting me to claim to my auto insurance. I complained to Enterprise customer service again on 02/21/2013.

On 03/04/2013, I received a letter from Enterprise Damage Recovery Unit. Enterprise claims that I have responsibility for the rental car's damage and charges me for $1,722.66 repair cost, including front bumper, front lamp, fender, front door, wheel, tire and more. I'm reporting this issue to complain Enterprise for renting me a low quality car that caused my life in danger on the road. I strongly feel the car was not inspected by Enterprise before it was rented to me. Wear and tear parts were not replaced on time, so I had a breakdown on the road under normal driving condition. When tire got blown off, Enterprise tried to escape from the responsibility for replacing the tire and repairing the wheel by themselves, and they try to over-charge me for other unrelated repair cost including front bumper, front lamp and front door. In fact this time the incident only involved a tire. I strongly feel what Enterprise did is a fraud. Please investigate this fraud.Desired Settlement: I request an apology from Enterprise and return me $500.

Business

Response:

Dear Revdex.com,

[redacted], Area Manager, and [redacted], Risk Manager, did quite a bit of research on this claim. After reviewing all of the Daily Rental Unit notes and past contracts, this damage was found to be related to the tire, which was caused by the customer, as they blew out the tire a day or two after it was rented. We have decided to hold the customer responsible for the damage.

Review: On Saturday, 5 October 2013, I rented a van at [redacted] Rent A Car at the [redacted] Airport (DCA) location and dropped it off early morning on Sunday, 6 October 2013, undamaged. That same morning, I received a call from [redacted], claiming they found scratches to the vehicle. Later that month, I received an invoice for about $1000 including photos of a damaged vehicle I allegedly rented and an estimate from a repair shop. I have been in contact with the Damage Recovery Unit for months now as well as the Branch Manager most recently. And in these months of communication, both in letters and over the phone, included in a formal complaint to the Office of Attorney General of Virginia, I have yet to receive ONE of the documents I have been requesting, including a copy of my signed contract which was turned in at the time of drop-off and valid proof that I am responsible for the damages.[redacted] handling of my claim has been inconsistent, incompetent, uncooperative, and unreliable, to say the very least.First, the pictures sent to me are neither time stamped nor do they include a clear view of the license plate and damage to the car in the same picture frame. There is no way for me to verify that this is in fact the same car that I rented.Second, [redacted] has indicated that the car I rented was a 2014 [redacted]; however the damage estimate sheet indicated that he reviewed a 2013 [redacted]. In addition, the alleged damage to the car was for the right rear panel and yet there are extra charges tacked on for labor on bumper, tail lamp, door glass, etc. Why are there extra charges?Lastly, I have requested copies of my signed contract and/or receipt that was returned with the car, time stamped photos of the vehicle before and after it was returned, and a signed acknowledgement that verifies there was no previous damage done to the car. For all of these instances, I have received nothing to that respect.It seems that [redacted] is quick to bill a renter on a suspicious claim yet DELAYS any requests.Desired Settlement: Given the reasons in my complaint, I am demanding that [redacted] drops this bogus claim. Bottom line, I will not pay for damages I did not do. [redacted] has been given enough time to produce the documents I have been asking for since October 2013, documents which are NECESSARY to support their claim, and yet they have been unreliable and uncooperative. Therefore, [redacted] needs to drop this claim.

Business

Response:

Thank you for the feedback on [redacted]’s rental from October 2013 at our [redacted] Airport location. We have been in contact with this customer several times since his rental and have addressed the concerns that he has brought to our attention. The customer stated that he is waiting for several items which we are not able to supply based on the way he rented and returned the vehicle. A signed rental agreement does not exist for his rental because the customer processed the rental at an automated kiosk, which does not require a signature. Although we have addressed each of his questions we remain willing to help explain any further information that is still unclear. After researching the details of this situation and conducting an investigation into the damage in question, we continue to pursue payment for the damages and consider the damage dispute a closed case at this time.

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because it is misleading and lacks truth.

Review: I made reservations on June 16, 2013, with Enterprise Rental Cars to reserve a mini-van for June 21, 22, and return on June 23. I was quoted a price and was suppose to pick up the van on June 20. We settle on a time around 1:30 or after since I was going to be charge for the time I picked up the car. I had called around 9:00 am on June 20 to see if it may be available. The attendant said they had one but it was already reserved for 9:30. I said okay but he said there will be several coming in.I told him I will keep my regular time. At 12:30 an attendant call and said they had a car available and could I come immediately--I said no because I was at the doctor's office and will pick up my scheduled time.

I got to Enterprise around 2:30 and they attendant said there were no available cars on the lot. He told me I had two options to go pick up the car at another location or he will have someone pick the car up. I told him this was not good customer service because the car should have been at that location.

He sent someone out to pick up the car but there were no mini-van available. I had scheduled a vacation depending on this van. The Manager came in the shop and said they were still looking for one. To me this was not an option The Manager's name is [redacted]: Enterprise [redacted]

I was very disappointed with this type of customer service.

Consumer

Response:

The change needed in Enterprise business policy is once a vehicle has bee reserved (days in advance) the van should be available for pickup up until close of business unless the customer calls and cancel the reservation or Enterprise call the customer to see if they no longer wants the van. In this situation, Enterprise had my home/cell telephone number because they call me to pick up the van (12:30) before the scheduled time and I talked to the service personnel and told her I was at the doctor's office and would pick up the van at 1:30 or a little after that time which was 2:30 pm when I arrived and there were no van available.

Business

Response:

[redacted],

Here is our response for this complaint. Our Area Manager, [redacted], spoke with [redacted]. He explained that she should have received much better communication from the branch, and she now understands what happened policy-wise. In regards to us falling short of our commitment to her, [redacted] gave her his contact info and let her know that he will personally handle her next car rental. She was happy with the resolution and plans to continue to use Enterprise for her rental needs. We consider this complaint resolved.

Sincerely, [redacted]

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: [redacted] & Enterprise are located within the collision shop I had taken my vehicle for repairs, on 2/7/14 (Friday) I dropped my vehicle off and was given a 2014 [redacted] rental by Enterprise. On 2/12/14 I was driving to work and the vehicle experienced multiple mechanical issues, requiring Enterprise to pick up the vehicle and drop off a replacement. In the afternoon of 2/12/14, a 3rd party towing company ([redacted] LLC) delivered the replacement 2012 [redacted] and picked up the original rental. There was no Enterprise Representative present, so I had not done a vehicle inspection, nor had I signed any paperwork for the vehicle. I work on a gated Navy depot, secured by armed guards - I left from the depot, and drove the rental directly to the collision & Enterprise center. No damages were made in transit. On 2/15 I had a voice mail from Enterprise (the original digital copy is archived on the voice mail server, and I've downloaded a copy), stating the Enterprise representative had finally "dug out the vehicle" and reporting damages had been sustained to the bumper and rear quarter panel (all presumably had been covered by snow from Thursday 2/13/14, which iced over in the 3 days they waited to dig it out). When I spoke with the representative on 2/15, I told him I hadn't damaged the vehicle, and several other cars appeared to be pending pickup in the parking lot. I asked the representative if he had asked [redacted] (the collision shop Enterprise is co-located with) to check the security footage, since the shop has surveillance of its lot. The Enterprise representative respond "we've been located here for years without issues" and indicated he would not be requesting [redacted] collision to check the footage. He had also stated he had no paper work from the facility the replacement rental had been sent from. Since my insurance company paid for the rental, my card was to be billed 89 cents per day for the taxes.

Product_Or_Service: Rental Vehicle

Order_Number: n/a

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

They need to drop these actions. I've filed a dispute with my insurance company, and have also filled a PA Attorney General complaint for insurance fraud, and also with PA AG Office of Consumer Protection. There's countless accounts online of Enterprise's abuse regarding false allegations of damages - I feel the Revdex.com should drop their rating accordingly. This is unacceptable.

Business

Response:

Good evening!

At

Review: I rented a car from Enterprise ([redacted] location) rental car company on Dec 23 to drive from [redacted] to [redacted], WV due to a cancelled flight. The representative told me the total would be $237, but later I was told the real total was $254 and that they had added a 20% security deposit without my knowledge. I returned the car on Dec 24 to the [redacted] Enterprise location. Due to the holiday the car was not checked back in until Dec 26. That morning at 10:30am when the agent closed my rental contract a charge of $764 was submitted from Enterprise [redacted]. When I called to ask them about the charge, they claimed to have no record of the charge.The company has not been helpful in any way, telling me they'll call me back and never following up with me. The charges are still pending in my account to date. They even went as far as to blame my bank for not clearing the pending charges in a more timely fashion.Desired Settlement: I would like an explanation of the charges and some sort of compensation for the great inconvenience they have caused.

Business

Response:

Thank you for your feedback on the recent rental of **. [redacted]. We have made several attempts to contact this customer to review the charges related to this rental, but to date the customer has not responded to our attempts to contact her with a detailed explanation of the rental charges.

The total cost of the rental was $254.68. In addition to the rental charges, a 20% security deposit ($50.94) was authorized on the debit card for any incidentals which brought the total charge on the customer's debit card to $305.68. Once the vehicle was returned, a refund of $50.94 was processed on the customer's debit card, so the final total came to $254.68. Enterprise has no record of a $764 charge for this customer and we remain willing to review the customer's rental charges and research any remaining questions that the customer might have. At this point we consider the matter closed.

I rented a car from Enterprise because I was T-boned in a intersection and needed my truck fixed. The other person involved in the accident was found to be at fault and their insurance company pays for rentals while your vehicle is being fixed. I decided to rent a vehicle from them because it was no charge and I might have needed. I only ended up driving the vehicle from the eEnterprise lot to my house and then back to the Enterprise lot. that was a total of 11 miles. When I returned the vehicle the salesperson did an inspection, just like they did when I picked it up, and they claimed that I had a scratch on the front fender driver's side. I looked at the so called "scratch" and saw a minor scratch that could have been on the rental prior to me renting it, but I can't be for sure. I do know one thing for sure, I drove this vehicle a total of 11 miles and it sat in my driveway the entire time. I know that that this "scratch" was no fault of my own and I was not going to accept responsibility for this "scratch". So when they tried to have me file a claim with my insurance or pay for this "scratch" out of pocket I told them no. To be clear this "scratch" that I was shown was maybe 3 and 1/2 inches long and not deep at all. Something that could have been fixed easily and cheaply I am sure. After I left the premises I received numerous amounts of phone calls at all times of the day and night, which I was not going to respond to. Then Enterprise proceeded to file a claim with my insurance company without my permission and when my insurance agent called me to ask me what happened I was very upset that Enterprise was intruding into my life and my time all over a "scratch." Recently I was sent a bill for approximately $413.00 dollars, which I can not believe the audacity of Enterprise charging me this kind of money for a little "scratch". Enterprise has some kind of scam going on with however repairs their vehicles. The only person that gets hurt is the hard-working individual like myself.

On October 19, 2013 to October 26th, 2013 I rented a White Impala 4dr LS car from Enterprise Rent-a-car through Expedia Travel Services as a vacation package. On picking up the car, the agent walked me around the car to note any damages. I noticed there was a lot of wear on the outside and inside of the car, dents on the exterior to torn/cigarrete burned seats. I noted several dents include the largest one on the bottom front hood, but the agent told me those were fine. I would not be held responsible for those. They were looking for larger dents. I thought this odd having rented from other car agencies where the agent noted everything. I had not issue with the car during my rental. Upon returning the car on the 26th, a different agent checked us in. She immediately saw the dent I pointed out in the lower hood and asked what happened here. I told her that was there when we checked the car out but the agent refused to note it. She did not believe me, and said that her claims department would have to look at this and they will notify me if they claim damages. I received a call from the Enterprise Collection agency on January 10th, 2014 and the agent said they tried contacting me several times about this claim. The agent's number was (855) [redacted]. This was the first time I had heard from them, so the agent was mistaken. They said there was a claim for $161.15 from Enterprise for the damages to the car. I told him that the damage, dent, was not caused by me, but he did not care. He told me to file it to my credit card company or car insurance, that was what everyone else does. I contacted Master Card company who covers rental car insurance if you use a MC card, which I did. The claim is in the discovery process.I researched the internet for other claims/scams like this from Enterprise and there are countless cases that mimic mine. I then relized this is just a scam from Enterprise to skim money off of people, credit card and/or insurance companies. Product_Or_Service: Car Rental Account_Number: Contract:[redacted]

I rented a car from the Enterprise location on [redacted], on 7/1/13 - 7/10/13, and was charged for 11 day on the insurance which is 12.99 a day, I kept calling the company for a refund and was told will be returned back to the card # used, so I called back on 8/7/13 and was told the reason I did not get a refund was because there is taxes added to the liability ins, this was the first time I was told there would be a tax, when Erica rented me the car I specifically quoted her saying just 12.99 for the ins, she did not tell me 12.99 + tax, then I would have said no, I am very upset about this, I think that this is misrepresenting the company, she then told me the taxes was on the paperwork, I didn't know that, again the rental agreement doesn't say 12.99 + tax.