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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)

After looking into this incident we have decided to waive the damage charges for this particular rental and will remove the customer from collectionsRichard C***, Area Manager for the Cornawall Branch, will reach out to the rented directly to let him know about our resolution
Please let me know fi you need any further informationAndrea O***
***@***.com

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***,
and find that this resolution is satisfactory to me This was resolved prior to the response from Revdex.com or Enterprise Thank you for the follow up but the manager was able to resolve and take care of this way before this notice Thank you again, Enterprise handled this is a very professional and nice way
Regards,
*** ***

I am rejecting this response because:I have more money than what was owed to clear the balance, enterprise didn't do anything they said they would do to help meThey were supposed to go to the police department with me as owners of the car to report it stolen and they never wentThen when I told them that the police couldn't do anything it took them weeks to call the regional manager to do something about itThat should have been done when I let them know that the police had said they couldn't put it on the hot sheetThe first time I went in to report it they told me I needed to go report it to the police which I did and I let enterprise know what they told me which was that they couldn't do anything for days, at that point enterprise told me to find it myself, then two weeks later they called me in because they wanted me to do a report to the police so I went in and it was the same thing all over again enterprise couldn't do anything because the police wouldn't file a stolen car reportSo that's when I spoke to *** from enterprise and he finally did something about it and reached out to the risk manager for enterpriseI'm not paying for those two weeks that enterprise did nothing to help in the return of the car

Thank you for the
feedback on the recent
rental experience of *** ***. The Branch Manager
of the location has spoken to the customer to apologize about the
miscommunication and offered a full refund of the rental for her
inconvenience and overall rental experience. The customer was
satisfied with the resolution and we consider the case closed at this timeSincerely,
Shawn F*Enterprise Human Resources Manager

Response from Enterprise Rent A Car Damage Recovery Unit Claim Center Manager:
May 19, Revdex.com Metro Washington DC and
Eastern Pennsylvania
"margin: 0in 0in 0pt;">
RE: [redacted] Complaint ID
[redacted]
Enterprise Rent A Car file [redacted]
Dear [redacted],
Please accept this
correspondence as our response to the complaint filed by [redacted]We have
reviewed the concerns raised by [redacted][redacted] rented a [redacted] from Enterprise RAC Company of Maryland, LLC dba Enterprise Rent-A-Car at
[redacted] Washington, DC [redacted]
At the time of rental, an
inspection was completed in the presence of [redacted] and the rental vehicle
was determined to be rented without damage
Upon receipt of this complaint,
Damage Recovery Supervisor John M[redacted] contacted [redacted] to address his
concernsMrM[redacted] discussed our claim process as well as the claims
handling timelineMrM[redacted] assured [redacted] that we have been in contact
with his carrier, [redacted] Insurance, they confirmed the claim has been reviewed
and payment for the damage to the rental vehicle is currently being processed
MrM[redacted] also confirmed with [redacted] that since he has already paid his
$deductible, his financial responsibility for this claim has been
satisfiedAt the conclusion of their conversation, MrM[redacted] inquired if he
had successfully provided resolution to [redacted]'s concerns and [redacted]
agreed he had.
At Enterprise Rent-A-Car, we
strive to satisfy all our customers by providing excellent customer serviceWe
hope that our diligent efforts to resolve and address this matter have demonstrated
our commitment to customer serviceAndrea M[redacted]
Claim Center Manger
Damage Recovery Unit

The District Manager for the location in question contacted the renter again and resolved the issue. A check was overnighted to his address.

The Area Manager over the Huntington Tri State airport spoke with the customer and agreed to cut a check for the tow bill due to the confusing nature of the signage.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.On the phone, the regional manager claimed that the insurance agent representing Enterprise had called me to confirm that there was no hail damage on the second rental car (which was not in a hail storm). This does not line up at all. I have rented from many car rental companies in Bloomington, and none have called me to confirm there was no hail damage on a car that was not involved with a hail storm.  
Additionally, in his message, he claims that the second car was dropped off at the body shop, which is untrue. I specifically dropped the second car off at the rental company to ensure that no damages were on the second car after such a bad experience the first time renting through Enterprise. Therefore, there is no reason why there would be a courtesy call for a damage assessment after renting the second car. The Enterprise representatives at the location confirmed that there was no damage when it was dropped off. It appears that they are evading the responsibility of their own insurance representative stating there would be no damage charges.
Lastly, the damage was never shown to me despite record of that attached document in the regional manager's message.
Regards,[redacted]

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint I[redacted], and find that this resolution would be satisfactory to me.  The business performed this action on November 8th, 2017 and I will consider this complaint resolved. Thank you.
Regards,
[redacted]

We have attempted on several occasions to reach the customer and have left several messages with no response or call back from the customer. Our Area Manager [redacted] is more than happy to discuss this issue with the customer in attempt to resolve but the customer will need to call [redacted] at #...

765-[redacted] or her immediate supervisor, [redacted] - Group Rental Manager at # 317-[redacted].

I'd like to preface the below by saying that I have been renting from Enterprise for over 15 years. This was my first time renting FROM that location at Fredrick Road in Rockville, Maryland.
Thank you for choosing Enterprise. Please print this e-mail or record your confirmation number in order to pick up your rental. Your confirmation number is **SSN**. We look forward to seeing you on February 5, 2016 at 4:30 PM.
On 2/5 I arrived at the location and was told they had no compact cars, that they could upgrade but I'd have to pay$14+ more. I informed representative that I was not interested in a larger car, nor in paying the extra amount. They said rather than trying to find a compact car for me they would do the upgrade at the reservation price. We then began the payment process. When I had made the reservation I informed the agent that I would be using my debit card. She told be about the requirements to do that. I did not have the required $200 but had the cost of the rental on a credit card. What I did not know was that there was a $100 for that which I also did not have. You see I had been sick and out of work. That, 2/5 was my first day back and I was broke, not having received a paycheck since early January. What I did have was $200 in cash. The agent offered to take me to the bank to deposit the cash. He pulled around front with a black Nissan that was covered in dirt. When I asked if that was the vehicle I would be getting he said yes. I asked whether it would be washed before I received it. He said their car wash was closed for the winter. All the cars they had parked in the front were clean. Being a Friday evening there was a queue in the bank. The agent came in when I was the second person in line to be helped, told me he had to leave and that I was to call when I was ready so he could come back to pick me up. He nor anyone else from Enterprise came back. I am willing to provide phone records to show how many times I called to ask, what car I should be looking out for, and when they would be coming to pick me up. Each time I called I was told either he was alone and couldn't leave to come get me, or that they were very busy. I must add that the contact information they had for me was my landline, so on one occasion when I called I pointed this out and offered to provide the cell number to my new cell service. The representative was able to read the number back to me telling me they had caller ID. I asked that the number be given to the driver who would be picking me up. He said yes. On another occasion when I called the representative said they were busy, they had my cell number and would call when they were on their way. That call never came. As it got closer to 6PM, and I have to say this is a bank, so I aroused suspicion but that's another story, I got increasingly nervous. Could it possibly be that I'm going to be left stranded 55 miles away from home!? The last call a female answered the phone apparently a person who was responsible for making reservations I explained what was going on and she said they were closing in a couple of minutes and transferred me to the same agent who had taken all of my previous what seemed like a zillion calls. He answered with his name "This is Chris....." in a long drawl then silence, he had hung up the phone! After this there was no answers to their phone. The bank now closed, with me standing in the ATM area that was accessible by customers who had a card to swipe, they were kind enough to let me stay, it was very cold outside. I called the corporate number listed online and was transferred to someone named Stacy who said she was a supervisor. She said there was nothing she could do as all their locations had closed at 6PM. She wanted me to provide her with information that she could use to fill out a form which she would then pass along to the branch manager. I asked her how I was going to get home she suggested I take a taxi. I told her where I lived and told her I didn't have enough money to do that. She said she didn't know what to tell me and repeated everything she had said previously. Not knowing what to do I began walking until I hit a main road. I'll never forget that walk. It was dark, cold, and there was no sidewalk in some spots due to accumulated snow. I got information for the bus and train, using that combination plus walking 3 hours and 45 minutes later I was home!

First, allow me to apologize for our delay in our Damage Recover unit sending correspondence regarding claim #[redacted] to [redacted] and also [redacted] insurance co.
            Ee respectfully disagree with [redacted]’s claims that there was no damage done to our rental vehicle.  As is our custom, when the vehicle was rented to [redacted], our employee performed a pre-rental walk-around inspection with [redacted] and noted on the rental contract any pre-existing damage (There are also specific notes on the contract stating the roof was checked for damage and none was present prior to renting the vehicle). The bottom of the contract specifically states “roof clear.” When [redacted] returned the vehicle, there was damage noticed upon our walk around inspection. This is the damage that was repaired at our body shop.
            The nature of this damage was clearly visible such that our employee would not have missed it when they performed their walk-around inspection of the vehicle before it was rented to him. However, out of an abundance of caution, we also reviewed the seven previous rental agreements for this vehicle and verified that the subject damage was not pre-existing.
            The roof of the vehicle was in fact repaired and the total cost of the repair was $350 which is less than the renter’s deductible. Due to this fact, Enterprise did not continue to pursue [redacted] for payment or send additional documents regarding the claim.
            We sincerely regret that [redacted] disputes the claim for damages; however, we believe the damage was such that it would undoubtedly have been noted during the pre-rental walk-around inspection which [redacted] participated in.
            Under the circumstances, we stand behind the decision to charge for the repair.
            Please feel free to contact me if there should be any further questions.
                                        ... Very truly yours,
                                        ... ENTERPRISE LEASING COMPANY OF                                       ... MARYLAND, LLC

We
refunded the customer the entire additional driver fee for her troubles. The
total we refunded was $40.00. Customer was glad that we decide...

to refund the
whole thing. I apologize to the customer for having to go through this
situation in the first place. I gave the customer my information to give me a
call in the future. - Thomas M[redacted] (Area Manager)

I had to have a piece of residential door glass replaced and decided to go with Glass Wholesalers, and I'm definitely glad that I did. Everyone involved, from the guy at the counter to the man who came to give me a free quote and returned later to replace the glass, were all wonderful to do business with. Everything was quick, easy and the service was great. I would absolutely recommend this company to anyone who needs glass work, and I'll be calling them again if I ever need it myself. These guys are the real deal, folks, and they deserve your business.

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.

We apologize for any inconvenience [redacted] experienced at our downtown location.  The Area Manager over that location has contacted [redacted] and will review with his team how this could have been better resolved by the original branch of contact.  Thank you for bringing this concern to...

our attention so we can provide the best customer service for all our customers.

I just spoke to [redacted] (@ 12:55pm today 9/8/15) and she said that she's working with Casey N[redacted]???? (in the Colllections Department) and will only like to correspond with her. She said that she spoke to her this morning. I informed her that I would follow up with the...

Collections Department to see who's handling the dispute and update the case with notes that I reached out to her.

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.

Here is the resolution give by our area manager.
"I talked to the customer and am refunding the $105 charge for additional driver. He was very kind and appreciated that I reached out to him. Thanks! -[redacted] (ARM)"
Thank you,
[redacted]
Executive...

Assistant
[redacted]

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

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