I rented a car from Enterprise in South Hill after my car had been rear-endedI let Enterprise know that the at fault insurer would be paying for the car, I used my American Express just to reserve the carAfter I turned the car back in 1/weeks later there was a charge on my American Express for $I did not receive any kind of receipt explaining the charges and when I called to inquire about it, I was told that it was the supplemental insurance that I had purchased at the time I rented itI told them that I do not recall ever agreeing to purchase any supplemental insuranceI was told that the manager would be notified of the issue and would call me backI never received a call back from the managerAfter looking at the paperwork I signed, I had NOT agreed to the supplemental insurance, but I did see that my initials were next to the optional collision coverage, the roadside assistance and the optional personal accident insuranceNone of which had ever been explained to m
I made a reservation for a mid-size car and my reservation price was for $including taxes and feesWhen I went to pick up my car, I was told that they wouldn't have any cars available in that class for 5-hoursI had already booked hotel rooms and had my girlfriend with me so my only remedy they offered was to upgrade me for an SUV for additional $bringing my rental total to $
An Enterprise vehicle collided into my truck, and Enterprise is claiming I am responsible for the repair On 6/12/2016, an Enterprise vehicle (Chevrolet Cruze) hit my truck (Nissan Pathfinder), damaging both vehiclesThe police report and a witness were clear that the driver of the rental was clearly at faultAccording to my insurer, I am clearly not liable for the repairs to either vehicleOn 9/17/2016, I received from an Enterprise employee, Candace C*** (phone #9184017176), claiming that I owe for repairs to the vehicle that hit me, and threatening to take the amount to a collection agencyThe Enterprise claim number is ***Enterprise has lied about liability when the employees have bothered to answer the phone, and I am clearly not liable for repairs to the Enterprise vehicleADDITIONAL DETAILS: Case is being handled by another organization: *** *** ***
rented a car from Federal Way Enterprise rental car Pacific Hwy S, in Federal Way When I rented the car, the agent Darrel W***, who stated he was the manager, gave me the walkthrough He asked me for car insurance and after finding out insurance, upgraded my car I returned the car to Highway 99, Vancouver Washington, 98665, and an agent, Martell, returned the car, confirmed it was in good condition and signed my invoice stating no damage He called me a day after I returned the car, stating "we noted a tear in the back driver's seat" and I spoke to him and told him that I did not cause any damage to the vehicle and I had the invoice that he signed off on to prove this He stated that the car was damaged prior and he would note that on the form and send it back to the office where I rented it from Two weeks later, I got a damage claim from enterprise stating "we have been notified of damage to your vehicle" and demanding I pay I did not cause any damage to
We needed a car rental on Saturday, June 4, to attend our grandson's high school graduation in Sprague WA that eveningWe returned to Ellensburg by 11pm that same SaturdayWe were available to pick up the car Saturday morningThe office wasn't open on the weekend so we were required to pick up the vehicle Friday afternoon and were charged an extra day rental so the employees could have the weekend offI suspect the corporate office encourages this kind of theft since people are promoted based on salesThis is a small example of underhanded practices that the business world is permeated with as witnessed in the most recent meltdown in
I called to speak to a supervisor and the receptionist was extremely very unprofessional and rudeI have called the previous day to inquire information on my rental and the person that answered the phone was rude and condescending and refused to give me his name and when I ask to speak to a supervisor he also refuse to get me onetoday on 11/15/and I ask to speak to a supervisor for the 2nd time and I finally got thru to one by the name of Connor A*** this is the name he gave me and he as well was unprofessional and rudehe was not answering my questions and was asking me question after I was questioning himhe was also very condescending and try to insult my intelligence and when I ask to have the name of the district manager he refused to give it to me and I asked him times if he knows he cant deny giving me this informationhe finally gave me the name of Kassanra H*** at 425-251-***
Enterprise charged my debit card for coverage on my rentalI only agreed to the coverage if *** insurance paid for the coverageI gave them my debit card information to withdraw the deposit for the car that was rentedThey used my card information to withdraw money for optional coverage
I disputed this chargeThe fine print states that I acknowledge that I have reviewed and agree to all charges and fees listed on the summary of chargesWhen I asked the representative about this agreement, he stated that because his was an insurance claim, I have to agree to these charges for enterprise to be able to bill Farmers insuranceI did not agree for Enterprise to charge that amount to my debit card
I would also like to add that the paperwork that was sent to my bank is not the correct paperwork I signedThe tablet that the representative used was not working properly, and he said he could not submit the forms necessary, which required him to manually fill out the agreements
I GOT A BILL ON MY CREDIT CARD TODAY WHEN I WAS NOT EVEN IN THE FACILITY NOR DID I RENT A CARTHE PUYALLUP, WA STORE STATES THEY DID NOT PLACE A CHARGE ON MY ACCOUNT BUT THE CREDIT CARD COMPANY SAYS THEY DID! I HAVE A SCREEN SHOT OF THE BILL ON MY ACCOUNT FOR 4/11/THE CREDIT CARD COMPANY CONFIRMS THAT AS WELLI ALSO DID NOT MAKE A RESERVATION FOR THE WEEKEND EITHER; IN FACT WHEN I CALLED MANY DAYS AGO TO CANCEL MY RESERVATION FOR LAST FRIDAY; IT WAS CANCELLED BY THE PUYALLUP AGENT AND MY RESERVATION WAS FOR AN ENTIRE WEEKTHE CHARGE ON MY CREDIT CARD STATES THAT IT IS FOR A WEEKEND RENTALTHERE WAS NO RENTAL FOR THE WEEKEND AT ALLYOUR AGENT INTENTIONALLY PLACED A CHARGE ON MY ACCOUNTTHEY HAVE NO RIGHT TO DO THAT EVERI ALSO QUESTION IF THEY HAD SOMEONE ELSE CHECK OUT A CARD IN MY NAME AND BILLED MY CARD? THE MANAGER TODD DENIES IT BUT MY CREDIT CARD COMPANY JUST CONFIRMED IT AND I PRINTED THE SCREEN AND HAVE THE APPROVAL CODE: ***NEED AN INVESTIGATION INTO THIS MATT
I rented a car from Enterprise in South Hill after my car had been rear-endedI let Enterprise know that the at fault insurer would be paying for the car, I used my American Express just to reserve the carAfter I turned the car back in 1/weeks later there was a charge on my American Express for $I did not receive any kind of receipt explaining the charges and when I called to inquire about it, I was told that it was the supplemental insurance that I had purchased at the time I rented itI told them that I do not recall ever agreeing to purchase any supplemental insuranceI was told that the manager would be notified of the issue and would call me backI never received a call back from the managerAfter looking at the paperwork I signed, I had NOT agreed to the supplemental insurance, but I did see that my initials were next to the optional collision coverage, the roadside assistance and the optional personal accident insuranceNone of which had ever been explained to m
The company representative alleged the vehicle I rented was returned with significant damageThat is not true I wrote to their corporate VP, who had the regional manager in Tacoma contact me That manager told me he personally inspected the vehicle after I returned it and concluded the damage was significant and the vehicle was in excellent condition prior to my rental All untrue; there are photos to document the pre-rental condition My insurance company paid the claim and I was out of pocket for my deductible This company took advantage of me and I need your assistance
The company representative alleged the vehicle I rented was returned with significant damageThat is not true I wrote to their corporate VP, who had the regional manager in Tacoma contact me That manager told me he personally inspected the vehicle after I returned it and concluded the damage was significant and the vehicle was in excellent condition prior to my rental All untrue; there are photos to document the pre-rental condition My insurance company paid the claim and I was out of pocket for my deductible This company took advantage of me and I need your assistance
This is long, but so is my experience with this rental adventure so far
I currently have a car in the shop due to an accidentI travel quite often for work, and I have in the past had mostly positive experiences with Enterprise rentals and customer service, but this location and entire experience did NOT meet my expectations or even come close; and here is why;
I rented a car on Tuesday from the location closest to the body shop where my car is in Lacey, WA - it had some concerning safety issues with the seat not moving, etc so they told me to swing by and they would swap it out, which happened - in and out in minutes, no problem
Unfortunately, the next day as I tried to leave work miles north in Auburn, WA this new car would not startWonderfulI was directed to call the roadside assistance who gave me options:
1) Wait for a tow truck (90min-3hrs)
2) Wait for an on site swap (2hrs-3hrs) or
3) go to the local Enterprise location and they should be able to take care of me, he even said that the taxi charge could be reimbursed if necessary
I decided to get a ride from a coworker to the local Enterprise that he recommended me to - the Kent location which was less than a mile away
Here is the part that has solidified my decision to NEVER go out of my way to rent from an Enterprise-Rent-A-Car again, on business or out of necessityI will save the extra money and go to a competitor where this level of customer service is expected
Upon walking into the branch office, my first observation was the smell and the general hygiene of the environmentIt was filthy, with dirt and leaves all over the floor, grease marks across the walls, the chairs were unclean and not one employee even looked up to give me a typical "Just a moment" or "be with you shortly" as I stood patiently in line with 4-other people for the next minutesAs one of the employees walked in the front door, the one sitting at a computer looked up and said to her "you should go hurry to get this customer now, she is one of 'those'" and rolled her eyes
When it was my turn at the counter, I explained my situation to her (same employee at the computer) and the most response I could get was "that's not how we operate you need to call the number on the back of the paper" I explained to her again that that is exactly what I did and they directed me to this location where the dispatch should have scheduled a solutionI let her know that time is short as I have a son I needed to pick up by a certain time before his daycare closed in hours and I live miles SouthIn the midst of my telling her the situation her desk phone was ringing and she kept looking at it and grunting in frustration and mumbling "ugh" like the whole world was inconveniencing herHer (personal?)cell phone then rings, she cuts me off and answers it because it's her assistant manager, ***, calling
She handed me her cell phone so that I could talk to him - and with the same unhelpful and condescending tone as her he kept telling me that I could be a liar and have stolen the car or keys and paperwork and unless they have physical possession of the vehicle I needed to go sit back down and wait for the tow truck with the car, even if it takes hours that's just "too bad"I asked him if there were any other options, if they could send someone with me, or rideshare -- literally anything at this point as I was desperate and would have rented another car out of pocket if necessaryHe then communicated to me that it's not his problem and that he needed to get off of the phoneOnce I hung up the phone with him I turned back to the girl at the counter, at this point starting to cry because I am not only frustrated with this experience, but also starting to panic about making sure my son is safe until I could get to him in 3-hoursWhen I turned back to her, and handed her phone back she shrugs and says "Told you so"
At this point I called a ride to come pick me up and take me to the Auburn location instead
At the other location, they HAPPILY gave me a car within minutes of entering the branch, offering me their apologies, and making me feel not only welcome but reassured that there are good employees at Enterprise and maybe my day wasn't completely ruined
All in all, this was an absolute nightmareI don't know if this location needs some restructuring and training on how to treat customers in a fragile and stressful situation, and maybe the Roadside Assistance needs to get their policies straightEither way, I cannot comfortably recommend or be a customer to this sloppy franchise again until I feel that they can consistently live up to the expectations set forth by their marketing team
I am currently driving the 3rd car in days and with a week to go, my fingers are crossed that this one will be the last
Briefly, Enterprise charged me for all optional coverages for rental car, despite my request to cover only car damage during the first week and to remove all optional coverages after the first week of the rentEnterprise then charged me for $1,
Here are the details
On June 23rd, 2017, I was in car accident where I was injured and my car became not suitable for driving
On June 27th, I rented a car from Enterprise where I asked them to make sure the rental car is coveredI did not ask them for any additional protection coverages like medical, and they did not offer any to meWithout discussing it with me, Enterprise put included all optional coverages in my contract (medical coverage which I don’t need, for example)Enterprise policy is available online and requires them to offer any additional charges to customers
One week after the accident, insurance company for the driver who caused it (***), accepted full liability and gave me the reference number for car rental
I rented a car from this establishment for a total of daysI picked up the rental on friday 05/29/at 4:47pm and returned the vehicle on sunday 06/07/at 4pmI signed a contract that stated the fees for the rental including their daily insurance for a total of days was $469.95, I was also allotted miles as stated in the contractThe milage on the rental going out was and coming inI drove 3,miles totalI drove exactly miles over allowedThe contract states $charge per mile over I should have only been charged $plus $for the miles over allowedFor a total of $Instead Enterprise charged me an additional day for the rental at $and an additional day of insurance at $and miles over allowed at $a mile plus applicable state fees and taxes for the additional day at $For a grand total of $Enterprise overcharged me for a total of $I've made multiple attempts to resolve this
From August 24, to August 31, 2018, I rented the car (RA# ***) from Enterprise at 3rd Ave, Seattle, Washington This is a vacation trip between myself and my wife (***) to visit Seattle, WA and Vancouver, BC for the first time The vehicle license plate number was incorrectly entered into Enterprise Rent-A-Car system The correct license plate was Nevada *** for a silver color Nissan Altima There was a small dirty towel hanging along the driver seat adjustment handle I handed the dirty towel over to the person who handled my car rental This Enterprise Rent-A-Car personnel also took a series of pictures for the record on the condition of the rental car at the time of our rental
After I returned home, my credit card billing statement showed a series of toll and moving violations from the area near Denver, Colorado I immediately called Enterprise Rent-A-Car and requested the correction to these errors I also called
In the beginning of May sometime, I walked into Enterprise dealership to look at a vehicleSpoke with the saleswoman, Haley, who was very pleasant and informed her that I would like some time to think about purchasing the vehicle I looked at
Her financial person came in to speak to me, and rudely try to sell me the vehicle, telling me that he could run my credit to see if I qualifyI repeated that I did not want to feel pressured and that I would come back and make my decisionHe asked who I had credit with prior to this, and I mentioned *** ***But in no time, did I authorize him to run my credit and repeatedly told him not to, that I would need time to decide
Apparently, he did and I am furiousI called *** and the four banks he ran my credit through in order to have it removed, but they stated that Enterprise needed to do this themselves
I called to ask to speak to a manager sometime in in June, and ended up with the same person (John) who did this to me
We needed a car rental on Saturday, June 4, to attend our grandson's high school graduation in Sprague WA that eveningWe returned to Ellensburg by 11pm that same SaturdayWe were available to pick up the car Saturday morningThe office wasn't open on the weekend so we were required to pick up the vehicle Friday afternoon and were charged an extra day rental so the employees could have the weekend offI suspect the corporate office encourages this kind of theft since people are promoted based on salesThis is a small example of underhanded practices that the business world is permeated with as witnessed in the most recent meltdown in
The insurance company arranged a car rental with Enterprise on my behalfThe rental car was picked up and returned to the repair shop on the same dayLater I discovered toll charges on my credit cardIt turned out the rental car was not marked as checked in until the following day, and toll charges happened after I returned the car to the repair shopThe repair shop had records showing the time when I returned the carWhen I contacted the Enterprise office to get the toll charges refunded, the representative acknowledged the issue, but said he didn't know what process to follow to get the toll charges refunded
I rent a car from enterprise anchorage airport brunch, purchased extra collision and roadside assistance, got an accident on road which was told not allowed to drive after I got an accidentpeople answered my calls made promises but was denied afterwards, and charge me directly without telling me for what nor asking for my authorizationI planned to drive the dalton hwy, which seems to be forbidened by the contract(I learnt this after the accident)I mentioned I planned to go to north of fairbanks, no one said no, nothing shows no on contract, agent gave me a voucher on my demond and said nothing about itafter I got the accident, I called local brunch three times and got different replies1st time said roadside assistance are not resposible for accident on dalton highway(which on the voucher nobody mentioned it), but as long as I drive the car back the collision will pay for the damage2nd time said call the road assistance and after clearly explain my situation, road assistance
I made a reservation for a mid-size car and my reservation price was for $including taxes and feesWhen I went to pick up my car, I was told that they wouldn't have any cars available in that class for 5-hoursI had already booked hotel rooms and had my girlfriend with me so my only remedy they offered was to upgrade me for an SUV for additional $bringing my rental total to $
I rented a car from Enterprise in South Hill after my car had been rear-endedI let Enterprise know that the at fault insurer would be paying for the car, I used my American Express just to reserve the carAfter I turned the car back in 1/weeks later there was a charge on my American Express for $I did not receive any kind of receipt explaining the charges and when I called to inquire about it, I was told that it was the supplemental insurance that I had purchased at the time I rented itI told them that I do not recall ever agreeing to purchase any supplemental insuranceI was told that the manager would be notified of the issue and would call me backI never received a call back from the managerAfter looking at the paperwork I signed, I had NOT agreed to the supplemental insurance, but I did see that my initials were next to the optional collision coverage, the roadside assistance and the optional personal accident insuranceNone of which had ever been explained to m
I made a reservation for a mid-size car and my reservation price was for $including taxes and feesWhen I went to pick up my car, I was told that they wouldn't have any cars available in that class for 5-hoursI had already booked hotel rooms and had my girlfriend with me so my only remedy they offered was to upgrade me for an SUV for additional $bringing my rental total to $
An Enterprise vehicle collided into my truck, and Enterprise is claiming I am responsible for the repair On 6/12/2016, an Enterprise vehicle (Chevrolet Cruze) hit my truck (Nissan Pathfinder), damaging both vehiclesThe police report and a witness were clear that the driver of the rental was clearly at faultAccording to my insurer, I am clearly not liable for the repairs to either vehicleOn 9/17/2016, I received from an Enterprise employee, Candace C*** (phone #9184017176), claiming that I owe for repairs to the vehicle that hit me, and threatening to take the amount to a collection agencyThe Enterprise claim number is ***Enterprise has lied about liability when the employees have bothered to answer the phone, and I am clearly not liable for repairs to the Enterprise vehicleADDITIONAL DETAILS: Case is being handled by another organization: *** *** ***
rented a car from Federal Way Enterprise rental car Pacific Hwy S, in Federal Way When I rented the car, the agent Darrel W***, who stated he was the manager, gave me the walkthrough He asked me for car insurance and after finding out insurance, upgraded my car I returned the car to Highway 99, Vancouver Washington, 98665, and an agent, Martell, returned the car, confirmed it was in good condition and signed my invoice stating no damage He called me a day after I returned the car, stating "we noted a tear in the back driver's seat" and I spoke to him and told him that I did not cause any damage to the vehicle and I had the invoice that he signed off on to prove this He stated that the car was damaged prior and he would note that on the form and send it back to the office where I rented it from Two weeks later, I got a damage claim from enterprise stating "we have been notified of damage to your vehicle" and demanding I pay I did not cause any damage to
We needed a car rental on Saturday, June 4, to attend our grandson's high school graduation in Sprague WA that eveningWe returned to Ellensburg by 11pm that same SaturdayWe were available to pick up the car Saturday morningThe office wasn't open on the weekend so we were required to pick up the vehicle Friday afternoon and were charged an extra day rental so the employees could have the weekend offI suspect the corporate office encourages this kind of theft since people are promoted based on salesThis is a small example of underhanded practices that the business world is permeated with as witnessed in the most recent meltdown in
I called to speak to a supervisor and the receptionist was extremely very unprofessional and rudeI have called the previous day to inquire information on my rental and the person that answered the phone was rude and condescending and refused to give me his name and when I ask to speak to a supervisor he also refuse to get me onetoday on 11/15/and I ask to speak to a supervisor for the 2nd time and I finally got thru to one by the name of Connor A*** this is the name he gave me and he as well was unprofessional and rudehe was not answering my questions and was asking me question after I was questioning himhe was also very condescending and try to insult my intelligence and when I ask to have the name of the district manager he refused to give it to me and I asked him times if he knows he cant deny giving me this informationhe finally gave me the name of Kassanra H*** at 425-251-***
Enterprise charged my debit card for coverage on my rentalI only agreed to the coverage if *** insurance paid for the coverageI gave them my debit card information to withdraw the deposit for the car that was rentedThey used my card information to withdraw money for optional coverage
I disputed this chargeThe fine print states that I acknowledge that I have reviewed and agree to all charges and fees listed on the summary of chargesWhen I asked the representative about this agreement, he stated that because his was an insurance claim, I have to agree to these charges for enterprise to be able to bill Farmers insuranceI did not agree for Enterprise to charge that amount to my debit card
I would also like to add that the paperwork that was sent to my bank is not the correct paperwork I signedThe tablet that the representative used was not working properly, and he said he could not submit the forms necessary, which required him to manually fill out the agreements
I GOT A BILL ON MY CREDIT CARD TODAY WHEN I WAS NOT EVEN IN THE FACILITY NOR DID I RENT A CARTHE PUYALLUP, WA STORE STATES THEY DID NOT PLACE A CHARGE ON MY ACCOUNT BUT THE CREDIT CARD COMPANY SAYS THEY DID! I HAVE A SCREEN SHOT OF THE BILL ON MY ACCOUNT FOR 4/11/THE CREDIT CARD COMPANY CONFIRMS THAT AS WELLI ALSO DID NOT MAKE A RESERVATION FOR THE WEEKEND EITHER; IN FACT WHEN I CALLED MANY DAYS AGO TO CANCEL MY RESERVATION FOR LAST FRIDAY; IT WAS CANCELLED BY THE PUYALLUP AGENT AND MY RESERVATION WAS FOR AN ENTIRE WEEKTHE CHARGE ON MY CREDIT CARD STATES THAT IT IS FOR A WEEKEND RENTALTHERE WAS NO RENTAL FOR THE WEEKEND AT ALLYOUR AGENT INTENTIONALLY PLACED A CHARGE ON MY ACCOUNTTHEY HAVE NO RIGHT TO DO THAT EVERI ALSO QUESTION IF THEY HAD SOMEONE ELSE CHECK OUT A CARD IN MY NAME AND BILLED MY CARD? THE MANAGER TODD DENIES IT BUT MY CREDIT CARD COMPANY JUST CONFIRMED IT AND I PRINTED THE SCREEN AND HAVE THE APPROVAL CODE: ***NEED AN INVESTIGATION INTO THIS MATT
I rented a car from Enterprise in South Hill after my car had been rear-endedI let Enterprise know that the at fault insurer would be paying for the car, I used my American Express just to reserve the carAfter I turned the car back in 1/weeks later there was a charge on my American Express for $I did not receive any kind of receipt explaining the charges and when I called to inquire about it, I was told that it was the supplemental insurance that I had purchased at the time I rented itI told them that I do not recall ever agreeing to purchase any supplemental insuranceI was told that the manager would be notified of the issue and would call me backI never received a call back from the managerAfter looking at the paperwork I signed, I had NOT agreed to the supplemental insurance, but I did see that my initials were next to the optional collision coverage, the roadside assistance and the optional personal accident insuranceNone of which had ever been explained to m
The company representative alleged the vehicle I rented was returned with significant damageThat is not true I wrote to their corporate VP, who had the regional manager in Tacoma contact me That manager told me he personally inspected the vehicle after I returned it and concluded the damage was significant and the vehicle was in excellent condition prior to my rental All untrue; there are photos to document the pre-rental condition My insurance company paid the claim and I was out of pocket for my deductible This company took advantage of me and I need your assistance
The company representative alleged the vehicle I rented was returned with significant damageThat is not true I wrote to their corporate VP, who had the regional manager in Tacoma contact me That manager told me he personally inspected the vehicle after I returned it and concluded the damage was significant and the vehicle was in excellent condition prior to my rental All untrue; there are photos to document the pre-rental condition My insurance company paid the claim and I was out of pocket for my deductible This company took advantage of me and I need your assistance
This is long, but so is my experience with this rental adventure so far
I currently have a car in the shop due to an accidentI travel quite often for work, and I have in the past had mostly positive experiences with Enterprise rentals and customer service, but this location and entire experience did NOT meet my expectations or even come close; and here is why;
I rented a car on Tuesday from the location closest to the body shop where my car is in Lacey, WA - it had some concerning safety issues with the seat not moving, etc so they told me to swing by and they would swap it out, which happened - in and out in minutes, no problem
Unfortunately, the next day as I tried to leave work miles north in Auburn, WA this new car would not startWonderfulI was directed to call the roadside assistance who gave me options:
1) Wait for a tow truck (90min-3hrs)
2) Wait for an on site swap (2hrs-3hrs) or
3) go to the local Enterprise location and they should be able to take care of me, he even said that the taxi charge could be reimbursed if necessary
I decided to get a ride from a coworker to the local Enterprise that he recommended me to - the Kent location which was less than a mile away
Here is the part that has solidified my decision to NEVER go out of my way to rent from an Enterprise-Rent-A-Car again, on business or out of necessityI will save the extra money and go to a competitor where this level of customer service is expected
Upon walking into the branch office, my first observation was the smell and the general hygiene of the environmentIt was filthy, with dirt and leaves all over the floor, grease marks across the walls, the chairs were unclean and not one employee even looked up to give me a typical "Just a moment" or "be with you shortly" as I stood patiently in line with 4-other people for the next minutesAs one of the employees walked in the front door, the one sitting at a computer looked up and said to her "you should go hurry to get this customer now, she is one of 'those'" and rolled her eyes
When it was my turn at the counter, I explained my situation to her (same employee at the computer) and the most response I could get was "that's not how we operate you need to call the number on the back of the paper" I explained to her again that that is exactly what I did and they directed me to this location where the dispatch should have scheduled a solutionI let her know that time is short as I have a son I needed to pick up by a certain time before his daycare closed in hours and I live miles SouthIn the midst of my telling her the situation her desk phone was ringing and she kept looking at it and grunting in frustration and mumbling "ugh" like the whole world was inconveniencing herHer (personal?)cell phone then rings, she cuts me off and answers it because it's her assistant manager, ***, calling
She handed me her cell phone so that I could talk to him - and with the same unhelpful and condescending tone as her he kept telling me that I could be a liar and have stolen the car or keys and paperwork and unless they have physical possession of the vehicle I needed to go sit back down and wait for the tow truck with the car, even if it takes hours that's just "too bad"I asked him if there were any other options, if they could send someone with me, or rideshare -- literally anything at this point as I was desperate and would have rented another car out of pocket if necessaryHe then communicated to me that it's not his problem and that he needed to get off of the phoneOnce I hung up the phone with him I turned back to the girl at the counter, at this point starting to cry because I am not only frustrated with this experience, but also starting to panic about making sure my son is safe until I could get to him in 3-hoursWhen I turned back to her, and handed her phone back she shrugs and says "Told you so"
At this point I called a ride to come pick me up and take me to the Auburn location instead
At the other location, they HAPPILY gave me a car within minutes of entering the branch, offering me their apologies, and making me feel not only welcome but reassured that there are good employees at Enterprise and maybe my day wasn't completely ruined
All in all, this was an absolute nightmareI don't know if this location needs some restructuring and training on how to treat customers in a fragile and stressful situation, and maybe the Roadside Assistance needs to get their policies straightEither way, I cannot comfortably recommend or be a customer to this sloppy franchise again until I feel that they can consistently live up to the expectations set forth by their marketing team
I am currently driving the 3rd car in days and with a week to go, my fingers are crossed that this one will be the last
Briefly, Enterprise charged me for all optional coverages for rental car, despite my request to cover only car damage during the first week and to remove all optional coverages after the first week of the rentEnterprise then charged me for $1,
Here are the details
On June 23rd, 2017, I was in car accident where I was injured and my car became not suitable for driving
On June 27th, I rented a car from Enterprise where I asked them to make sure the rental car is coveredI did not ask them for any additional protection coverages like medical, and they did not offer any to meWithout discussing it with me, Enterprise put included all optional coverages in my contract (medical coverage which I don’t need, for example)Enterprise policy is available online and requires them to offer any additional charges to customers
One week after the accident, insurance company for the driver who caused it (***), accepted full liability and gave me the reference number for car rental
I rented a car from this establishment for a total of daysI picked up the rental on friday 05/29/at 4:47pm and returned the vehicle on sunday 06/07/at 4pmI signed a contract that stated the fees for the rental including their daily insurance for a total of days was $469.95, I was also allotted miles as stated in the contractThe milage on the rental going out was and coming inI drove 3,miles totalI drove exactly miles over allowedThe contract states $charge per mile over I should have only been charged $plus $for the miles over allowedFor a total of $Instead Enterprise charged me an additional day for the rental at $and an additional day of insurance at $and miles over allowed at $a mile plus applicable state fees and taxes for the additional day at $For a grand total of $Enterprise overcharged me for a total of $I've made multiple attempts to resolve this
From August 24, to August 31, 2018, I rented the car (RA# ***) from Enterprise at 3rd Ave, Seattle, Washington This is a vacation trip between myself and my wife (***) to visit Seattle, WA and Vancouver, BC for the first time The vehicle license plate number was incorrectly entered into Enterprise Rent-A-Car system The correct license plate was Nevada *** for a silver color Nissan Altima There was a small dirty towel hanging along the driver seat adjustment handle I handed the dirty towel over to the person who handled my car rental This Enterprise Rent-A-Car personnel also took a series of pictures for the record on the condition of the rental car at the time of our rental
After I returned home, my credit card billing statement showed a series of toll and moving violations from the area near Denver, Colorado I immediately called Enterprise Rent-A-Car and requested the correction to these errors I also called
In the beginning of May sometime, I walked into Enterprise dealership to look at a vehicleSpoke with the saleswoman, Haley, who was very pleasant and informed her that I would like some time to think about purchasing the vehicle I looked at
Her financial person came in to speak to me, and rudely try to sell me the vehicle, telling me that he could run my credit to see if I qualifyI repeated that I did not want to feel pressured and that I would come back and make my decisionHe asked who I had credit with prior to this, and I mentioned *** ***But in no time, did I authorize him to run my credit and repeatedly told him not to, that I would need time to decide
Apparently, he did and I am furiousI called *** and the four banks he ran my credit through in order to have it removed, but they stated that Enterprise needed to do this themselves
I called to ask to speak to a manager sometime in in June, and ended up with the same person (John) who did this to me
We needed a car rental on Saturday, June 4, to attend our grandson's high school graduation in Sprague WA that eveningWe returned to Ellensburg by 11pm that same SaturdayWe were available to pick up the car Saturday morningThe office wasn't open on the weekend so we were required to pick up the vehicle Friday afternoon and were charged an extra day rental so the employees could have the weekend offI suspect the corporate office encourages this kind of theft since people are promoted based on salesThis is a small example of underhanded practices that the business world is permeated with as witnessed in the most recent meltdown in
The insurance company arranged a car rental with Enterprise on my behalfThe rental car was picked up and returned to the repair shop on the same dayLater I discovered toll charges on my credit cardIt turned out the rental car was not marked as checked in until the following day, and toll charges happened after I returned the car to the repair shopThe repair shop had records showing the time when I returned the carWhen I contacted the Enterprise office to get the toll charges refunded, the representative acknowledged the issue, but said he didn't know what process to follow to get the toll charges refunded
I rent a car from enterprise anchorage airport brunch, purchased extra collision and roadside assistance, got an accident on road which was told not allowed to drive after I got an accidentpeople answered my calls made promises but was denied afterwards, and charge me directly without telling me for what nor asking for my authorizationI planned to drive the dalton hwy, which seems to be forbidened by the contract(I learnt this after the accident)I mentioned I planned to go to north of fairbanks, no one said no, nothing shows no on contract, agent gave me a voucher on my demond and said nothing about itafter I got the accident, I called local brunch three times and got different replies1st time said roadside assistance are not resposible for accident on dalton highway(which on the voucher nobody mentioned it), but as long as I drive the car back the collision will pay for the damage2nd time said call the road assistance and after clearly explain my situation, road assistance
I made a reservation for a mid-size car and my reservation price was for $including taxes and feesWhen I went to pick up my car, I was told that they wouldn't have any cars available in that class for 5-hoursI had already booked hotel rooms and had my girlfriend with me so my only remedy they offered was to upgrade me for an SUV for additional $bringing my rental total to $