Enterprise Corporate Office - Corporate Offices & Headquarters

Enterprise Corporate Office

Enterprise Corporate Office Address

Enterprise Rent-A-Car
600 Corporate Park Drive
St Louis, Missouri 63105

Contact Enterprise

Phone Number: (314) 512-2880
Fax Number: (314) 512-4706
Website: http://www.enterprise.com
Email: Email Enterprise

Executives

CEO: Pamela Nicholson
CFO: William Snyder
COO: Christine Taylor

Enterprise History

Enterprise Rent-A-Car was founded in 1957 by Jack Taylor as Executive Leasing Company.  The company began in St. Louis, MO with 7 vehicles.

By 1962, the company had 17 vehicles and expands into the rental car market.

In 1969, the company name is changed to Enterprise Leasing Company.

By 1989, there were over 50,000 cars in service.  The company name again changes to Enterprise Rent-A-Car.

In 1993, the company expands to Canada with an office in Windsor.  They expand to Europe the following year.

In 1995, the company opens its first airport location.

In 1996, Enterprise becomes the largest rental car company in the US.

In 2002, the company opens its 5,000th rental location.

In 2007, the company acquires Vanguard Automotive Group.

In 2008, the company launches WeCar, a college campus carsharing program. The program was a success and was rebranded in 2013 as Enterprise CarShare. As of 2012 the company had 100 carsharing programs in 30 states and Canada. Carshare features electric cars and hybrid cars, such as the Chevy Volt.

In December of 2015, Uber teamed up with Enterprise, who agreed to rent vehicles to Uber drivers for a standard flat fee each week. This is a pilot program which began in Denver. If successful, the companies hope to expand this program to all 50 states.

The company had annual revenue in 2015 of $18.1 billion and more than 83,000 full time employees.

Today, Enterprise is the largest car rental company in the world.

 

{ 1100 comments… read them below or add one }

Omar C April 28, 2017 at 2:29 pm

AFter my experience with Enterprise today, I believe I will have to look elsewhere to find a rental. It has rarely been a problem but today was just the last straw. I am writing corporate.

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Ginamarie DiNofa April 27, 2017 at 9:07 pm

I rented a vehicle from Enterprise, Philadelphia, PA. I picked the vehicle up in a severe rainstorm. The Enterprise rep backed it into their dark garage and escorted me to this vehicle. I proceeded to walk around the vehicle and she stopped me saying “it wasn’t necessary.” When I arrived home, I walked around the vehicle and noticed there was a small dent in the back bumper. I thought if the rep wasn’t concerned about it neither was I. Big mistake!! I am now being blamed for this dent and they are demanding I pay for it. Advice to fellow Enterprise renters, take pictures of the vehicle you rent while it’s on their property before you drive off. The representative did not allow me to walk around the vehicle. I believe she caused the damage while backing into their dark garage in the rainstorm and now Enterprise is blaming me.

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ArleneMullen April 27, 2017 at 3:51 pm

After we landed at Trenton /Mercer airport, we were assured there were taxis to take us to the Lawrenceville, NJ location as the airport had no cars available. Ugggg yeah well the airport stretched that truth. Taxie service stopped because the drivers weren’t making any money.
The bus shuttle person took pity on us and suggested a number because no one would come from other services. Well, $40 later the driver dropped us off 20 minutes from the airport. Ashley Schlindwein, our sales person, felt our frustration and did everything she could to make our huge taxie bill a non event. Most times you only hear when someone is dissatisfied, I thought it was time to say how totally satisfied my husband and I were with your team in Lawrenceville…another rep even offered us bottled water for our ride.
Thanks again

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Linda Platte April 25, 2017 at 5:49 am

I rented a car from Enterprise at the Minneapolis -St.Paul airport in Minnesota, on April 20, 2017 and returned the car on April 24, 2017. The staff at that location was very helpful and courteous to my husband and myself. In the future I will rent a car from Enterprise.

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Mark Gerrity April 19, 2017 at 8:51 pm

I purchased a car and returned the car under your 7 day return because your false Car
Fax accusations of the car having no accidents . I also had a trade in that I used to purchase the car. My mechanic and autobody discovered about car purchased was in 3 accidents if not more. In my returning of the car purchased from you one of your employees damaged my trade when I picked it up. I talked to your Group Sales Manager and he refused to do anything about my damage to my car. The car was on Enterprise Sales possession the whole time which holds Enterprise responsible. I want to talk to someone who can get this matter resolved.

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Karen Taylor April 19, 2017 at 7:25 pm

I wanted to leave a very positive message regarding Branch Manager Kalette Mixon in Montgomery, Alabama’s downtown office. Please forward this to a corporate executive. I have used Enterprise on several occasions to reserve cars for a company I worked for. The eastern blvd branch is the worst. Have no idea what is going on. Chaotic branch. So THIS time I reserved from the downtown branch and Ms. Mixon went above and beyond to help me and was so pleasant and informative. She was a true professional. She even drove me to the location the van I needed was because it I was early and it hadn’t arrived to the lot. Enterprise should be very happy with her on your team. If only you had one of her in each store. I will use and refer her again and again. Sincerely, Karen Taylor

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Rosalyn B. Hunter April 19, 2017 at 9:09 am

I recently reserved a vehicle from enterprise. I did it a week in advance and requested a large SUV. Was told they had a Suburban available. I am over 6 feet tall and others in the vehicle are also over 6 feet tall. We would be going to Atlanta GA form Florida for a funeral service. We were told we could not pick the vehicle up until after 5:00 pm. When we arrived to pick up the vehicle it had been rented to someone else. We were given no explanation and were offered a 12 passenger van in lieu of the suburban. As we were leaving for Atlanta in a few hours we excepted the vehicle even though we expressed our disappointment and not pleased at all.. It turned out to be the van from hell. It has no leg room, the seats are narrow, you need a stool to get into the van and there a seat belt buckles sticking you every where. These vans must have been made to transport little people or children. They rep new we where traveling a long distance but could have cared less. Every time I deal with Enterprise there is an issue. The last rental that was reserved for me because of a car repair, I had to wait in your lobby over an hour for a car. Before that even though I’m 6’2″ I was given a Mazda 3.0 that is so low to the ground I almost have to get on my knees to get into the car. All in all your company has piss poor customer service. Its just like they say. You get what you pay for. You all are the 5 and dime of car rentals. companies. I will never rent form you again on my terms.

Rosalyn B. Hunter.

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Enterprise Cares April 19, 2017 at 3:32 pm

Rosalyn B. Hunter,
We’ve noted your comments and we would like to have the opportunity to look into this concern for you. Please send us a detailed email to ehiescalationscc at mailca.custhelp.com include the exact rental location, your contact telephone number, your rental agreement or reservation numbers and any further information regarding your experience with us.
We look forward to hearing from you.
Regards,
Carol H.
Social Monitoring

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Lynnette Jones April 18, 2017 at 11:41 am

Make sure you always buy the insurance. I was charged over $1500.00 for a windshield in a KIA (this is a joke) because my insurance company denied the claim because I notified Enterprise instead of them. Enterprise said they would report my claim to the insurance company which they did not. This must be a scam by Enterprise because I suffered for 6 months trying to fight this claim only to have to end up paying it to keep it from going on my credit. Better still DO NOT USE ENTERPRISE.

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Enterprise Cares April 19, 2017 at 3:31 pm

Lynnette Jones,
We’ve noted your comments and we would like to have the opportunity to look into this concern for you. Please send us a detailed email to ehiescalationscc at mailca.custhelp.com include the exact rental location, your contact telephone number, your claims, rental agreement or reservation numbers and any further information regarding your experience with us.
We look forward to hearing from you.
Regards,
Carol H.
Social Monitoring

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Christopher Briggs April 6, 2017 at 2:10 pm

Where do I start about the mess that enterprise seems to be. I go to pickup the car I had put a reservation in for. We go through the whole process of getting everything setup they run my credit card go to the box to get the keys and then they tell me they have no cars available. So am standing there no car and ask them what about the reservation. Comment was the reservation online can not reserve cars for this location as they do not know what we have available. Is there anything else that can be done. They start calling other locations and no one answers at any of them. They look online and say there is mini van available at a location 30 miles away. They said you can go there and pickup it up and pay the extra cost for the upgrade or you can cancel the reservation. Going to pick it up really was not an option as my wife was on the way out of town going the opposite direction and why should I have to pay for an upgrade. Go back home with no vehicle. Call corporate office to try and get an answer. They ask me if I was put on a waiting list for the next available vehicle. That was never an option given to me. Said they can’t do anything for me as they do not have control of the area’s vehicles that I have to talk to the local store. So local store can’t do anything for and corporate office can’t do anything. Who can at this company? This is not the first time I have had an issue. I have rented 3 times from this location and everytime there has been an issue. First time they did not have a car in the size I reserved. They tried to make me pay for the upgrade to the next size up that they did have. Next time they did not have car at all. They had one that was being transferred from another location on the way for someone else coming later. They ended up giving me that one but I had to wait an hour for it to get there. Not sure what they did for the other person that was supppsed to get it. This time again no car and no resolution. Not really sure what the point is in making reservations if they can not reserve cars. I am really disappointed in the fact they do not help customer through local or corporate location. Never had issues before having to deal with the HEB Katy, Tx location.

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Enterprise Cares April 19, 2017 at 3:29 pm

Christopher Briggs,
We’ve noted your comments and we would like to have the opportunity to look into this concern for you. Please send us a detailed email to ehiescalationscc at mailca.custhelp.com include the exact rental location, your contact telephone number, your claims, rental agreement or reservation numbers and any further information regarding your experience with us.
We look forward to hearing from you.
Regards,
Carol H.
Social Monitoring

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Wagner April 5, 2017 at 7:11 pm

I guess based on previous messages, there is not much else to say. Bad, low quality customer service. I reserved a full size car and was given a WV Jetta, which the company employee insisted to be a full size car. I guess the Mini would qualify as a standard…I had to return the car, tried to exchange, was not able to and missed an important meeting. No cars were available. Bu the question is, does anybody in the company read these messages? Do you really care about your customers? If so, prove it and respond to my complain, already filed with the location where I rented!

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Enterprise Cares April 19, 2017 at 3:20 pm

Wagner,
We’ve noted your comments and we would like to have the opportunity to look into this concern for you. Please send us a detailed email to ehiescalationscc at mailca.custhelp.com include the exact rental location, your contact telephone number, your claims, rental agreement or reservation numbers and any further information regarding your experience with us.
We look forward to hearing from you.
Regards,
Carol H.
Social Monitoring

Reply

Jennifer Valenzuela March 30, 2017 at 4:42 pm

Treated very poorly in the Gainesville Fl office. The car provided to me had a bumper clip broken and when the rep and I did the car walk he stated only one thing, I assumed it was the clip and he typed something in his hand held machine and said sign here. All you see is a signature line. Brought the car back and am blamed for the clip being broke. This company charged my card $500 and said I am welcome to dispute it. They filed a claim with my insurance company and wanted me to sign an accident report that I was uncertain when I damaged the car. I asked for a copy of that report and the manager told me that I had to sign it to get a copy. Needless to say I left without it. Very sad that this particular location has gone down hill over time. I have been a long-term customer but will be done at this point!

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Enterprise Cares April 19, 2017 at 3:18 pm

Jennifer Valenzuela,
We’ve noted your comments and we would like to have the opportunity to look into this concern for you. Please send us a detailed email to ehiescalationscc at mailca.custhelp.com include the exact rental location, your contact telephone number, your claims, rental agreement or reservation numbers and any further information regarding your experience with us.
We look forward to hearing from you.
Regards,
Carol H.
Social Monitoring

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Larry Phillips March 30, 2017 at 3:52 pm

Have serious concern about the $9.99 special weekend rate. Does it actually exist and if so, where is it available. A family member has frequent requirements for a car rental due to the nature of their business and they routinely request the $9.99 special. Each time, the same response is provided by Enterprise employees: “it’s only available in certain markets”. I find it very strange how those “markets” are never in the area where our family member needs to rent a car. I’m very skeptical as to whether or not the $9.99 rate actually exists, or could this be a bait and switch tactic on the part of Enterprise. I would like to see the Federal Trade Commission investigate this practice of Enterprise claiming a cheap rate which is never available.

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Enterprise Cares April 19, 2017 at 3:15 pm

Hi, Larry Phillips! Our Weekend Special is one of our most popular promotions. The $9.99 Special is valid at participating neighborhood locations within the U.S. and Puerto Rico on rentals reserved in advance. Sorry but this offer is not valid at airport locations or one way rentals. Availability is limited. If you have additional questions about the promotion, please review the terms and conditions by accessing the link provided. Thank you for your comments. We look forward to seeing you soon.- Carol //bit.ly/9JWZxW

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Fernando March 30, 2017 at 3:16 pm

I have had the worse experience ever with enterprise and am still dealing with the situation . I got my vehicle from the stroudsburg PA location i rented the vehicle for 2 weeks , my family and i went on a weekend vacation upstate an the vehicle was stolen . Everything was reported
To the police. The car was found but it was all damaged . They towed the car to an impound an left us carless. The women JENNA from the Stroudsburg PA branch has been putting us through hell, telling us its our fault the vehicle was stolen and basically making it seem we did something wrong . She has mad several lies up just so she dont have to help us. My family and i have been stranded for 4 days no with no type of help or communication with enterprise we have reached out to everyone we could an still no help. I have used enterprise a few times at thia location but this has been one of the most stressful, emotional and aggravting experience . Also the damage that was done by the person who stole the car is not being covered by the insurance we have paid for on the car they are telling us were responsable for all the damage because it was stolen. I an in disbelief and disgusted.

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Enterprise Cares April 19, 2017 at 3:11 pm

Fernando,
We’ve noted your comments and we would like to have the opportunity to look into this concern for you. Please send us a detailed email to ehiescalationscc at mailca.custhelp.com include the exact rental location, your contact telephone number, your claims, rental agreement or reservation numbers and any further information regarding your experience with us.
We look forward to hearing from you.
Regards,
Carol H.
Social Monitoring

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DONALD RAY GAY March 25, 2017 at 6:39 am

TO WHOM IT MAY CONCERN,I MADE RESERVATION 3 WEEKS IN ADVANCE ,WHEN I ARRIVED ,WE HAD TO WAIT FOR ANOTHER CAR TO BE CHECKED IN TO HAVE A RENTAL.WAS NOT CLEAN ,AND ONLY HAD 3/4 TANK OF GAS .THAT WAS NOT THE REAL PROBLEM ,THE DEMEANER OF THE YOUNG WHITE LADY WAS DESTERBEING,TOLD ME I LOVE TO SHOW PEOPLE ‘CUSTOMER’ THAT THEY ARE WRONG .IM SURE THIS IS NOT YOUR FIRST COMPLAINT ON HER .SO WHY HAVENT YOU DONE ANYTHING ABOUT IT ? RAY 252 333 XXXX ELIZABETH CITY NC PS WE PICKED THE CAR UP AT 12 OCLOCK ,TOLD THEM THAT WE WOULD BE BACK MONDAY AT 6 OCLOCK THEY SAID .2 DAYS LATER WE LOOKED AT OUR CREDIT CARD STATEMENT WE HAD BEEN CHARGED FOR ANOTHER DAY.THAT IS NOT FAIR .IT DOES NOT TAKE MANY SOCIAL COMPLAINTS TO HURT YOUR BUSINESS !! WAITING FOR THE RESULTS!!

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Enterprise Cares April 19, 2017 at 3:04 pm

Donald Ray Gay,
We’ve noted your comments and we would like to have the opportunity to look into this concern for you. Please send us a detailed email to ehiescalationscc at mailca.custhelp.com include the exact rental location, your contact telephone number, your claims, rental agreement or reservation numbers and any further information regarding your experience with us.
We look forward to hearing from you.
Regards,
Carol H.
Social Monitoring

Reply

Theresa Gonzales March 22, 2017 at 11:08 pm

Dear Ms. Nicholson,

Let me start with a concern  we have had for almost a year with your company, We had a severe hail storm back in April of 2016.

Our insurance carrier (USAA) called and asked us to go to Enterprise to rent a vehicle due to the damages which resulted in one vehicle being totaled. We rented a Jeep from your company and had it for several weeks, when we picked up the vehicle it was pouring down rain and the gentlemen said no need for inspection, we don’t want you all to get wet, kind huh! well we know now why, upon returning the vehicle back to Enterprise the lady immediately said “Oh you have hail damage on our vehicle” (along with a few other customers with the same complaint).

Never the less USAA and Enterprise disputed the charges and have been back and forth for almost a year, the claim was finally settled based on our reservation and frustration to close this claim so we can move forward with life. Today I received a letter from a collection agency that we owed $200.00. Based on the information that I received today from Paul (customer service department) the original letter was sent according to Paul on January the 20th 2017 and the full payment of the claim was received on January the 31st 2017, not once did your company send me a letter nor made an attempt to contact us in reference to the  money being owed by us. One attempt on January the 20th from your company is not a justifiable reason for us to be send to a collection agency, furthermore balance billing a customer prior to you all receiving payment is an unacceptable practice. We have excellent credit and went through so much over this hail damage that this add insult to us, USAA told us not to worry that everything would be handled and it was but your customer service department really needs to change and maybe a focus on better training.

We would like this issue resolved and our questions answered and removed from the collection agency within 10 days of this letter.

Claim # 09036083

Respectfully,

Daniel & Theresa D Gonzales

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Enterprise Cares April 19, 2017 at 2:50 pm

Theresa Gonzales,
We’ve noted your comments and we would like to have the opportunity to look into this concern for you. Please send us a detailed email to ehiescalationscc at mailca.custhelp.com include the exact rental location, your contact telephone number, your claims, rental agreement or reservation numbers and any further information regarding your experience with us.
We look forward to hearing from you.
Regards,
Carol H.
Social Monitoring

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Angela Peterson March 22, 2017 at 4:39 pm

I rented a car October 2016. It was rear ended (minor bump but left scuffs). Law Enforcement was called and other driver was cited and Incident report was completed. It was confirmed at the scene the guilty party had insurance coverage by the State Trooper (USAA).
In December 2016, I receive notice of a debt owed as a result of the incident. I have called, no less than 5 times, asking for a return call to explain to me why I owed a balance. NO ONE HAS EVER CALLED ME BACK, yet I have received 2 more notices about the debt.
I did speak to a Representative, after advising them I was not interested in speaking to the individual that continues to send me notices but ignores my messages. Someone on his team spoke to me and informed me they did not have contact info for guilty party. I provided them with the contact info from the DOCUMENT PROVIDED AT THE SCENE AND TURNED IN TO ENTERPISE ON THE DATE THE RENTAL WAS TURNED IN.
I did not hear back until yesterday… guess what I received, another notice of a debt.
CAN SOMEONE PLEASE CONTACT ME IN REFERENCE TO THIS SITUATION.
Thank You,

Angela Peterson

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Enterprise Cares April 19, 2017 at 2:18 pm

Angela Peterson,
We’d like the chance to help you with this. Please email ehiescalationscc at mailca.custhelp.com with the exact rental location, your contact telephone number, your claims, rental agreement or reservation numbers and any further information regarding your experience with us.
We look forward to hearing from you.
Regards,
Carol H.
Social Monitoring

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Kendra Clarke March 20, 2017 at 5:14 pm

Hello,
I was always pretty satisfied with Enterprise; that is until last week. I have recently moved to California and the agent at the Signal Hill location in Long Beach, CA was very rude and I was never able to get a rental car. My son was visiting from out of town and the plan was that he would have my car and I would rent a car. I have been renting from Enterprise for years. I had two recent bills with me along with my valid drivers license and insurance. The incompetent agent insisted that what I had was not enough to rent a car. I have a credit card and a debit card. Long story short the agent didn’t allow any of the proof and sent me home in tears. She embarrassed me. I had my recent electric bill and Frontier cable bill both have been paid she said she needed proof that it was paid. She spoke in a berating manner and loud enough that everyone could hear the conversation. She was very unprofessional and her manager was just as bad. I travel for a living and this is something I have never heard of. She looked up my reservation and still did not accommodate me. It was never about how much money I had in my account it was always about something else. She went back and forth with me and I said I feel like we were playing tennis. Long story short I will never ever allow Enterprise to embarrass me again, will not rent from them again and will never ever recommend them. I had to spend over $300 on Uber for the week and still had to bum rides home from work. My son is a future NFL player and was here working out for the NFL. So the word will be spread. Thanks for nothing.

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Enterprise Cares April 19, 2017 at 2:14 pm

Kendra Clarke,
We’ve noted your comments and we would like to have the opportunity to look into this for you. Please send us a detailed email to ehiescalationscc at mailca.custhelp.com include the exact rental location, your contact telephone number, your rental agreement or reservation numbers and any further information regarding your experience with us.
We look forward to hearing from you.
Regards,
Carol H.
Social Monitoring

Reply

Sheena Baham March 16, 2017 at 6:47 pm

To whom it may concern:

I, Sheena Baham a platinum member with Enterprise rental would like to inform you exactly why your company will no longer be receiving business from myself, colleagues and corporate accounts.
Never had I received the worst possible customer service until going into your establishment on March 10, 2017. I was so outraged, I immediately informed every single one colleague/courier using your services to return their rental and don’t rent from none of your entities. I have a total of 9 couriers from varies locations who were paying on a monthly basis. This loss does not include my own courier drivers but corporate contacts we operate with on a daily basis who have accounts with your company. Sharing my experience was enough for them to reconsider Enterprise’s carpool business proposal and now it isn’t considered at all. As a social media manager I understand how business works and how to increase productivity.
March 10, 2017 it was arranged for me to pay the balance on my two rental cars and rewrite the contract. The associate Liz had requested the keys. She had claim the car was damaged. I had requested the original copy of the vehicle inspection due to the fact I remember telling them to add a note because I notice the car had damages. This particular Enterprise has a history of renting out cars that are already damaged. I had paid close to $500 to close out one rental and, I was then told the remaining balance on my other car was $1,800. I asked to see proof of that because it should not of been that high. Liz started to get agitated after she could not provide proof showing that the amount due was $1,900. She then said my balance was $1,700. So once again I asked for proof of that because the balance shouldn’t be that due to my last payment given was $1,200 so there is no one my balance should be that high. Liz then informed me that the only way we can move forward is if the amount of $1,700 was paid in full. She then went on to saying I feel this situation has been a one sided deal. We go above and beyond, I don’t feel like you are meeting me half way. At this point I was really confused. All I intended to do was pay my balance and take out another vehicle. Liz along with her colleagues begin acting very unprofessional and then offered my mom and me a ride. I immediately called enterprise and informed them of what had transpired. While on the phone with the representative had informed me that my balance was about $1,300 which sounded about right. I knew for a fact it could not be $1,700 which is why I asked for proof. For Liz to say my bill was higher than what it was and accused me of damaging the vehicle when the vehicle inspection clearly states the vehicle was damage, is truly unethical and wrong. Addition to this entire ordeal, I’m a platinum member with over 19,000 points I’ve never used. I constantly would ask the branch how do I use my points and no one would give me any information. So I contacted enterprise in efforts to use my points. I finally got all the information so my points can be placed to use and was told by the branch I could not use my points. And when logging on to enterprise website, the points are made not available.
Just to touch basis on the past damages situation. You can rent a car and once you return the car with the same damages it’s a surprise it was damaged to begin with. In the past I had been rented out a car which needed maintenance, I wasn’t aware of that due to the fact the check engine light never came on. Next thing I know I’m being told that I never changed the oil which caused the engine to blow out. How would I know anything was wrong with the vehicle if the sensor never made me aware of that? And why is that my fault if your company chooses to rent out cars that are not maintained? I have been receiving letters claiming I owe over $3,000 due to Enterprise’s negligence and incapability to keep their vehicle properly maintained.

In conclusion to this situation, Enterprise has lost more than just revenue. Word of mouth, will remain to be the strongest media platforms especially for a local business. My courier crew alone was an estimate $7,000 a month for economy size vehicles. This is not including corporate contacts I informed not to consider carpool account.

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Enterprise Cares April 19, 2017 at 2:00 pm

Sheena,
The Social Monitoring team helps connect customers with the proper management who can best address their needs. I have forwarded your comments to our Louisiana Regional Office and asked that a manager research this information and concern. I have included your contact information with my correspondence. For your records please note the Reference ##170419-004052.
Thank you,
Carol
Social Monitoring Coordinator

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bob mckerrow March 12, 2017 at 12:55 pm

we had a car damaged by a customer of enterprise and enterprise told us thatthat was not their problem and we had to pay for the damages our self. after 2 weeks of phone calls I finally get to the right person in enterprise insurance ELCO and got things repaired but a week after things were done we looked at our bank statement and had noticed that enterprise charged us for the use of the rental car that was loaned to us while our car was in the shop. plus the forced optional insurance on my wife before she was able to take the car. optional means a choice but they gave her no choice. I tried talking with the local branch but they are mean people, very snotty. now I have to take enterprise to small claims court . to recover the monies they took out of your personnel checking account with out our knowledge. hope they realize that they will also have to pay court costs .

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Enterprise Cares April 19, 2017 at 1:00 pm

Bob,
Thanks for your feedback. We appreciate it when customers tell us about their experiences. I have forwarded your comments to our Regional management and our team at our Lockport location. I have asked that they review your concern and contact you directly. As this may take several days, your patience is appreciated.
Respectfully,
Carol
(Reference #170419-003640 )

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MARILYN March 8, 2017 at 12:12 pm

WOW, WHERE DO I START MARCH 1 2017 TO MARCH 4 TH 2017 NIGHTMARE, SIMPLE , I MADE A RESERVATION GOT RESERVATION NUMBER MADE PICK UP TIME FOR ME TO GET PICKED UP AT, 10:30 NO ONE EVER SHOWED, CALLED, STORE OVER 25 TIMES, PHONE WAS PICKED UP AND HUNG UP, PUT ON HOLD EACH TIME AT LEAST 30 MINUTES , EACH, NO ANSWER, FINALLY CALLED OTHER STORES WHO GOT INTO THEIR LINE FOR ME, AT 12:30 WAS TOLD YOU ARE NOT ON PICK UP LIST, I GOT A RIDE TO THE STORE, WAITED IN LINE THAT WENT OUT THE DOOR, GOT TO THE DESK, WAS TOLD WE HAVE NO CARS, YOU HAVE NO UTILITY BILL, AND YOUR MASTERCARD/DEBIT CARD IS NOT ACCEPTABLE???? REALLY, NOW WHERE IN THIS PROCESS WAS A UTILITY BILL MENTIONED, WHERE IN THIS PROCESS IS A MASTERCARD NOT ACCEPTABLE AND WHY DID I MAKE A RESERVATION. TO NO AVAIL, I ASKED THE YOUNG MAN IF I COULD GO BACK AND GET A UTILITY BILL AND WAS TOLD WE ARE CLOSENING ON TIME TODAY AT 2. OK AND THIS IS MY FAULT WHERE???? I AM GETTING RECORDS FROM CELL COMPANY TO SHOW, HOW MANY TIMES, I CALLED ENTERPRISE, NEVER AGAIN.

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Enterprise Cares March 8, 2017 at 3:24 pm

Marilyn,
We’ve noted your comments and we would like to have the opportunity to look into this concern for you. Please send us a detailed email to ehiescalationscc at mailca.custhelp.com include the exact rental location, your contact telephone number, your reservation numbers and any further information regarding your experience with us.
We look forward to hearing from you.
Regards,
Carol H.
Social Monitoring

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Carolyn Moore March 4, 2017 at 11:15 am

I have been a loyal customer to Enterprise for about 4yrs. I really enjoyed renting from your Vista crew back in 2013-2014. Over the years it seems the quality of staff has deteriorated with lack of respect and know it all employees. I have been renting a car since September 2016 to current. With a lapse of maybe 4days while i had to travel out of state at which time I dropped my rental off at the Little Italy store in San Diego. I made a reservation at the same store upon my arrival back. As soon landed I went straight to the Little Italy store to pick up my rental where I was told I could not get a car because I did not have a utility bill with me to prove my residence and the debit card I was using to pay with according to the woman helping me had never been used. I had just turned in a vehicle there 4 days ago and was refunded money to that same exact card. When I told her that she became argumentive and would not listen.Really! Who carrys utility bills while traveling. After a 7hr flight my phone was dead and here I am stranded 40 miles from home. I finally was able to convine a young man working there to look at my account for something she had missed and right away found my card on file. He straightened things out and also found a charger for my phone. Yesterday I went to return the car in Vista with a new reservation closer to home and a need for a different car because the Trax was way too small and I was unable to fit my grandchildrens car seats in the back. I let them know of my reservation of one week and also that I was returning a vehicle from San Diego. After seeing my total I asked the girl helping me wouldn’t it have been cheaper for me to have kept the contract open for another week and just switched vehicles? She answered yes it would be the same price but that she had already closed my contract and couldn’t reopen it! Wow! Customer service surely wasn’t looking out for the customer there! Then to top it off she said she had to rent me the same vehicle because they had no more cars. Well what was my reservation for? She didn’t know Iwould be returnig a vehicle fron San Diego there. And on top of that she said she could not apply my corporate benefits to my rental because it was a personal rental! She obviously has no idea of what my benefits entail and actually its none of her business especially if my reservation has been made through Corporate. Well in the end I left the store with the same little vehicle for a week (which in reality is owed to me) at a HIGHER RATE with the promise of a phone call later in the day when vehicles would be returning. It is now the next day and I still havent recieved a call!!! It seems that after 6 mos of steady renting I would be in a vehicle I was comfortable in. Also what happened to the discounted rate if you rent over 30 days? I have yet to see a discount.

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Enterprise Cares March 6, 2017 at 1:26 pm

Carolyn,
Thank you for your review. I have forwarded your comments and concern to our Southern California Regional office and asked that a member of management contact you directly. Your patience is appreciated.
Warm Regards,
Carol
Social Monitoring Coordinator

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Kellie Wilson March 1, 2017 at 11:32 pm

Attn: CEO: Pamela Nicholson

I was promised by Terrance a few days after the following post, that this was being respolved! I have received NOTHING in the mail! I want the video cameras watched and want the modem back or the money I have to pay for it!

To whom it may concern at Enterprise Car Rental Corporate office:

Executives

CEO: Pamela Nicholson
CFO: William Snyder
COO: Christine Taylor

I, Kellie Wilson, had a rental car from 1-24-17 through 2-1-17. It was a white Hyundai Sonata with a Florida tag. I picked up and dropped it off at the Classic Collision office in Kennesaw, Ga. I realized I had left a brand new Comcast modem in the back right side floor board of the car when I returned it. This had just been picked up from Comcast that day and it belongs to Comcast! I have called and called and am getting NO results at all. I am reaching out to the corporate office in hopes of resolving this and getting their modem back before contacting authorities and a lawyer.

I have talked to Alicia Barnes (assistant manager) and also Brandon at this office, MULTIPLE times. I was told it was NOT in lost and found and if it had of been in the car then the cleaners would have found it, that nothing had been turned in. I assured them it WAS left in the car, to please check under the seat, review cameras (I know they have them) and find my modem! No return of my calls, no results and I cannot wait any longer. I am responsible for this VERY expensive modem that I know was in the back floor board of the rental car! I am NOT accusing one person or anyone, but I know where I put it, and need it back.

I am expecting the return of this modem ASAP! The office has all my contact imformation and I need to be updated on this and know someone is honest!!! Waiting on FAST results!

Thanks in advance, Kellie Wilson 2-9-17
****************************

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Enterprise Cares March 6, 2017 at 2:17 pm

Kellie,
Thank you for your review. I have forwarded your comments and concerns onto our Georgia Regional office and asked that an area manager review your comments and contact you directly. Your patience is appreciated.
Regards,
Carol H.
(Reference Number #170306-003795)

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Ken February 23, 2017 at 8:25 pm

Very disappointed. I have been a long term customer with Enterprize – until today. Took my own car to the dealership for repairs that would require me to have to rent a car for 24 hours. I had the dealership call Enterprize to arrange a rental just as I have done in the past. When Enterprize arrived at the dealership I was informed the only car available was a full size Dodge Ram extended bed pick up truck. The Enterprize representative said this was all that was available. I had to rent a car for the first time with another car rental company. This occurred in a large metropolitan area Under 10 miles from a international airport. I have a hard time believing the only rental car Enterprize had available was a full size truck.

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EnterpriseCares March 2, 2017 at 5:17 pm

We’ve taken note of your comments and would be happy to look into this for you. If you’d like to discuss your experience further, please send us a detailed email to care at enterprise.com including the exact rental location, your contact information, your reservation number and any further information regarding your experience with us.

Please reference Number 170302-005126 in the subject line of your email. Thank you.

Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car

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Ruth February 20, 2017 at 3:27 pm

In November my husband and I rented a vehicle for one day from the Locauto office in Florence, Italy.. I booked the reservation but my husband was the driver so the contract is in his name. Enterprise has always treated me fairly and with respect and Enterprise has always been my usual choice for car rentals.
I feel I need to bring the following matter to your attention as I cannot believe that Enterprise would condone the practice that resulted in us receiving two administrative fees of 48.80 euros.

I understand that admin fees are charged when local authorities are provided with the renters information. What I do not understand is why vehicles that are removed from a restricted area cannot be returned to the restricted area without receiving a fine. In our case we returned the vehicle to the parking garage which is on a one way street and is in the restricted zone. It appears that Locauto is renting vehicles that do not have a permit for that area. I have sent a number of emails to Locauto but they have told me that both their office and the parking garage are not in the restricted zone and that it is possible to get to the parking garage without going by the camera. I do not understand how as the ticket was issued at 19:15 and I have a receipt from the parking garage with a time of 19:18…..3 minutes after the offence. Taking into consideration that it would have taken us a minute or more to get out of the car, collect our belongings and pay the parking attendant then we are down to 2 minutes, which means we were not far from the garage when we received the fine.

The following is information from the parking garage website (Parking Garage Excelsior): Though our parking garage is located outside the ZTL cameras, upon request, we are able to authorize the access within three hours from the moment of the arrival. Since December 1st, 2011, the City of Florence charges € 1,00 for each access. This amount will be added to the parking rate.

This statement would suggest to me that you do have to pass the camera in order to get to the parking garage.

When we returned our vehicle no one mentioned this to us, we would have paid the extra 1 euro along with the 20 euros we paid for leaving the vehicle after hours. The garage attendant knew we were returning a rental vehicle, he should have charged us the extra euro and notified the authorities. This does not seem to be a good way of doing business. Your company should have explained this to us when we rented the vehicle as I am certain that we are not the only customers to have this happen. I still would like to have the admin fees reversed as we would not have received a fine if employees at your office and at the parking garage had done their job I am sending this message directly to Enterprise as I cannot believe you would support your customers being charged because the company (Locauto) that is renting vehicles on your behalf does not have their vehicles registered with the local authorities for the restricted zone.

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Enterprise Cares March 6, 2017 at 2:22 pm

Ruth,
We’ve noted your comments and we would like to have the opportunity to look into this concern for you. Please send us a detailed email to ehiescalationscc at mailca.custhelp.com include the exact rental location, your contact telephone number, your claims, rental agreement or reservation numbers and any further information regarding your experience with us.
We look forward to hearing from you.
Regards,
Carol H.
Social Monitoring

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Ruth March 20, 2017 at 11:20 am

Thank you for your response, I will send email with details to the email you mentioned. Ruth

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Ruth March 21, 2017 at 1:16 pm

Hello Carol
I have sent a detailed email to the escalations department but they are not able to make any decisions on my situation. I was advised the following :Therefore your case must be handled at the source which is the location billing occurred through Locauto.
Locauto is not being at all helpful. In the last response I received I was told that there are leaflets in the office advising of the ZTL restricted zone. I was sent a copy but this was the first time I had seen this. I advised them that they should be including this with the contract that is given to clients.
Also on each correspondence that I received not once was there an actual signature on the email, it just said Offences Office……I find this disrespectful and they should have the decency to sign their emails.
So I am not happy with this situation, a rental that should have cost me $55 Canadian ends up costing me over $500, 10 times the amount I thought I was going to pay. This all because we were not fully informed by the rental agency in the city of Florence.

I have concluded that more revenue is being generated by the admin fees being charged than the actual car rental charges. I have been dealing with the Locauto Offences Office and it seems to me that they may not want to make changes at the Florence rental office as this would reduce the revenue from fines received by clients.
Sincerely Ruth

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Debbie February 18, 2017 at 1:58 pm

On February 15, 2017 I had to take my personal vehicle in for service at a dealership. I made prior arrangements with the dealership and because of the nature of the repair I was entitled to a rental car while they completed the repair. I took my vehicle to the dealership and they gave me a ride to the Enterprise location. When I went to the counter to check in they let me know that they didn’t have a reservation for me nor did they have any cars to rent as they were all rented out. I assumed that the dealership had contacted them and took care of it. I didn’t get mad at the location as this wasn’t their fault. David Hayoun, Branch Manager told me that if I could wait a few minutes he would see what he could do for me. The location was really busy and its only fair that he should take care of the customers that has reservations first. He called the dealership to let them know that going forward it best that they call ahead and reserve a car. David worked with me and got me into a vehicle. I don’t want to sound like a snob but a very small car came back and don’t like driving really small cars. Then he offered me a minivan I drove one of those for years so really wasn’t interested. David understood my concerns and still continued to work on this for me. He said give him another minute and he was able to put me in a Buick Enclave. That made my day! He was great in letting me know he was working on this even when his lobby was full of people. True professionalism. He never made me not feel important. He was very professional, caring and took care of my needs way beyond what he would have had to. I can’t say enough about him. He made a bad situation great. I have rented many vehicles from the Longmont location in Colorado. This location has always been great to deal with. When I returned the vehicle he was great in lending me his ear as I have a habit of talking to much. He arranged for a ride back to the dealership with Cameron and she to was awesome. Letting me talk her ear off. These two individuals need to be recognized as outstanding employees and so does the location. They are great examples of how a business should be run and how to treat customers. THANK YOU DAVID AND CAMERON!!! I will be doing more business with you.

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Enterprise Cares March 6, 2017 at 2:28 pm

Ruth, thank you for the positive review. We appreciate it when customers tell us about their great experiences. We will pass this onto our Longmont team and David & Cameron. We look forward to seeing you again soon. – Carol

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Christa February 17, 2017 at 2:14 pm

I want to recognize the Victoria Branch office in Victoria Texas. I have rented many cars from this location and had excellent service!
Recently I had to rent on a day that my daughter was sent to the hospital due to a bullying incident at school, in an accident without vehicle now, and then upon arriving at the branch I forgot my purse in my office desk right down from the location. Now it is after 6pm and they had to close. I had to call my family that lives 45 mins out of town to come get me. As I sat on the sidewalk in front of store, the branch manager Pete and assistant Chris came out and said come on we will take you to your office you can get your license and will rent the car on location. Got my office and cleaning people locked me out. Had to call coworker to unlock door. All said and done by 730pm. They not only did a great services to me and others, but they were humble and had empathy which is not really given by most people today. HOPE YOU WILL RECOGNIZE THIS BRANCH IN VICTORIA TEXAS. PETE THE BRANCH MANAGER AND HIS TEAM ARE A MODEL STORE.

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EnterpriseCares March 2, 2017 at 5:03 pm

Christa, thank you for taking the time to share your experience. We are fortunate to have many dedicated employees who work diligently to see that your reservation and rental experience are fast, efficient and pleasant. Your comments have been forwarded to the general manager of that location to be used for recognition purposes.

Sincerely,

Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car

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Kellie Wilson February 9, 2017 at 5:30 pm

To whom it may concern at Enterprise Car Rental Corporate office:

Executives

CEO: Pamela Nicholson
CFO: William Snyder
COO: Christine Taylor

I, Kellie Wilson, had a rental car from 1-24-17 through 2-1-17. It was a white Hyundai Sonata with a Florida tag. I picked up and dropped it off at the Classic Collision office in Kennesaw, Ga. I realized I had left a brand new Comcast modem in the back right side floor board of the car when I returned it. This had just been picked up from Comcast that day and it belongs to Comcast! I have called and called and am getting NO results at all. I am reaching out to the corporate office in hopes of resolving this and getting their modem back before contacting authorities and a lawyer.

I have talked to Alicia Barnes (assistant manager) and also Brandon at this office, MULTIPLE times. I was told it was NOT in lost and found and if it had of been in the car then the cleaners would have found it, that nothing had been turned in. I assured them it WAS left in the car, to please check under the seat, review cameras (I know they have them) and find my modem! No return of my calls, no results and I cannot wait any longer. I am responsible for this VERY expensive modem that I know was in the back floor board of the rental car! I am NOT accusing one person or anyone, but I know where I put it, and need it back.

I am expecting the return of this modem ASAP! The office has all my contact imformation and I need to be updated on this and know someone is honest!!! Waiting on FAST results!

Thanks in advance, Kellie Wilson 2-9-17

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Texas Mad Dogs February 1, 2017 at 9:37 am

My wife received a confirmation number 1133965377COUNT online for a car from Delta Airline, and as a surprise my 80 year old disabled mother in law went to a local office to have the rental paid for her as a gift, and was told that the payment could only be made from the pickup location and took a 1 hour drive to Richmond airport. Once at the desk, two employees explained the confirmation number and information was not correct and the price offered was incorrect and no such deal could be offered. They then started to tell her that if her daughter needed a car for the date of arrival my mother in law had to make a new reservation and it was more than double, and she must use a credit card.

After some distress and bulling from these to clowns she left and went home and telephoned me clearly very distressed. once I had claimed her down, I got on the phone and talked to customer support and spoke to a very nice lady by the name of Tiffany and explained what had occurred, she documented my issues and confirmed my realization with the number I got from Delta, she also said that she was going to send a message to the Area Manager Mylea for the Richmond area. After almost a week no one has returned my messages or phone calls, not ever one word to even apologies, which leaves in conclusions that something is bad at Enterprise at Richmond Airport and if this is how Enterprise Corporate is now running their business. I have sent a copy of this letter to Delta Airline and they responded with they were reviewing their promotion of Enterprise due to a large number of similar complaints, at this Airport. Enterprise is not customer friendly. Richmond Airport Staff are nothing more than thieves, crook and charlation.

My final comment is that while Enterprise will not go out of business by loosing me as a loyal customer, during the course of my day I meet a number of people (working for the DOD) and if asked about Car Rental, any Enterprise location will not be on my list of places to send anyone.

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Enterprise Cares February 7, 2017 at 3:46 pm

We’ve noted your comments and we would like to have the opportunity to look into this for you. Please send us a detailed email to ehiescalationscc at mailca.custhelp.com include the exact rental location, your contact telephone number, your rental agreement or reservation numbers and any further information regarding your experience with us.
We look forward to hearing from you.
Regards,
Carol H.
Social Monitoring

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Cindy Grove January 23, 2017 at 6:36 pm

In October my husband made a reservation for car pick up at the airport ­ It was scheduled for Nov 24 at 5:00 pm. The Enterprise counter does not close until 6:00 pm so he had plenty of time. Got off the plane and went to the counter ­ It was closed. Nobody was there and it was all dark.
Had to go to another Rent a car company – thank goodness the other company had a car available.
I have emailed Enterprise customer support since Jan 3 2017 – they keep insisting someone is going to call or email me back about this situation. Here it is almost Feb 2017 and not a word.

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R Lind January 23, 2017 at 3:19 pm

I recently rented a car at the Cleveland airport and when I got to my final destination I decided to put the rental paperwork in the glove box. That’s when I saw someone had left their wallet. It contained military ID, Driver’s License, credit cards, cash, etc.

I called Enterprise and gave them the information along with my cell phone number for this person to contact me. They said they would immediately email the customer. The following day I hadn’t heard anything and went through the wallet looking for more contact info which I found on a business card. I called the lady and told her I had found her wallet and it was safe. She said she tried calling the airport location but couldn’t contact anyone and resorted to having the Alamo rental people go over and tell Enterprise hat was going on. They said she couldn’t have left it or they would have found it when they clean the cars out. Wrong, I found it by opening the glove box. She also told me Enterprise never emailed her.
Since I was in Ohio and she in Virginia there was no way to hand it over so I sent it FedEx and paid $19 out of pocket since I felt she had gone through enough trouble even though she told e to take some of her cash for the shipment. Long story short, she got her wallet back intact two days later but not because anyone at Enterprise did anything. The last thing I wanted to do was to hand it over to some kid working the booth that day. No offense kid, but what would you have done with it? Best case would be toss it in a box with lost mittens and car chargers.
I don’t rent a car all that often, maybe a couple times a year. But, I have not used any other company in a few decades. Now I have to question my loyalty. Had that been my wallet I would have been frantic and hoping the rental company would be doing what they could to help me instead of rubber stamping the issue and ignoring someone’s problem.

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Carolyn Proctor January 17, 2017 at 5:07 pm

I have been trying to get my deposit refunded to me for 4 months now. I rented a car from an enterprise location in Washington DC back in September 2016. I had the car for a week. I contacted Enterprise about a month later because I never received my deposit back. I was told because I paid with a money order my deposit would be sent to me in a check (which I already knew from previous rentals) and it would take about 7 to 10 business days. Okay 7 to 10 business days has come and gone. I contacted Enterprise again in November and was told the deposit was refunded eft and I asked how is that possible when you have no bank information from me so the rep said he was going to email their accounting department and will call me back. I never received a call back which prompted me to call enterprise again. I called enterprise again in December and gave them the run down about not receiving my refund and was told again they were going to email the accounting department to see what is going on they will call me back. I still have not received a call from them. I called again today January 17, 2017 and was told because I paid with a money order I would get a check and the process is different. It will take a month to process it. I told the rep I have been giving 3 different stories since September 2016 and by the way it has been 4 months and I still have not gotten my refund. She said she needed to talk to her branch manager who was in a meeting to get the number for the accounting department and she was going to call them herself to see what is going on. I asked her when should I be expecting a call back today or tomorrow she said tomorrow because the office close at 5:00pm. If I don’t receive a call back tomorrow I will be calling again.

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Tonya Piersiala February 3, 2017 at 1:32 pm

They are the worse! I’m going through the same thing. It’s been a month and i have no idea where my deposit it. If you can they always say someone will get back to you shortly. I asked for a corporate number and not one person will give it to me. I just filled out a BBB complaint, hopefully someone will get back to me.

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ashley January 17, 2017 at 7:53 am

I received the worst customer service experience at the North 18th Monroe, LA. After slipping on black ice and being flipped four times our vehicle was totaled. Monday at 9 am I called my insurance company, USAA, and they made a reservation for me. I was told I could pick it up at 4 pm at the West Monroe location. At 3 8 called to confirm my reservation. The call center confirmed my reservation but I quickly was contacted by the store to be told they did not have any vehicles and to contact the Monroe stores. After several phone conversations with the Monroe location I wasn’t getting anywhere so I contacted my insurance company. After an hour he finally had us a vehicle at the North 18th location. We get there to pick it up and because the woman thought I had an attitude she refused to rent to us and verbally told everyone else not to rent us a car. I hope this is not a reflection on every location. Her name is Gesha and Another woman named Jaimie Smithers. There was one other woman as well. I hope there are severe consequences for their actions. This has caused my fiancé to lose an entire day of work. Our attorney will be getting a phone call.

My confirmation number for my reservation: 1915405310

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Enterprise Cares February 7, 2017 at 4:00 pm

Ashley,
The Social Monitoring team helps connect customers with the proper management who can best address their needs. I have forwarded your comments to our Louisiana Regional Office and asked that a manager research this information and concern. I have included your contact information with my correspondence. For your records please note the Reference #170207-004029.
Thank you,
Carol
Social Monitoring Coordinator

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Diane Slyman January 16, 2017 at 2:30 pm

Having car trouble in this Mn winter. Car will not be fixed until later in the week so called local Enterprise around noon today. Was told what was needed to rent a car with no mention of needing an appointment. My son and I got to the local Enterprise within about 15 minutes of the call. Two women working at the time. When we said why we were there we were told they were busy and the soonest we could talk to someone was 6:00 tonight. When my son said we had just called, and spoke to a gentleman we were told that there was no man working (yet we could see a guy on the phone). My son said we can’t come back at 6 because he needed to get to work by 2. He asked why the guy on the phone didn’t tell us that. They again denied that a man was working. Then proceeded to tell us about their problems of damaged cars, lots of customers, etc. And that we needed an appointment. As a 20 year veteran of customer service management I was appalled at the lack of customer service from these two women. We had no choice but to leave to find another option. Turns out there is brand new Avis/Bidget office two doors down from Enterprise. We walked in, and walked out 10 minutes later with a free upgraded GMC SUV that we rented until Saturday…around 300.00 that could have been spent at your organization. Not only that, but you just lost a customer who vacations frequently and has used Enterprise multiple times. As a CS Manager, I always want to know when one of my staff performes poorly rather than the customer just going away, so I’m talking the time to send this message. Thank you for your time.

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john johnson January 12, 2017 at 1:05 am

I am (was) Enterprise loyal customer for last 15 years. This was possibly one of the worst car renting experiences ever. In one short 20min. of visiting this location and dealing with location manager Adam and assistant manager Kyle Barchek I realized that this business and this location should be avoided. Enterprise’s customer service ladies (1-513-771-7100 ext.4), Adam and Kyle pulled every possible excuse / trick in book on me: I was lied to, tried to be tricked, was treated like liar, ignored, intimidated into booking 30% higher price rental and finally refused option to rent a car.
Upon pulling $72/day rate on-line through 3rd party (expedia) on 1/10/2017, local airport rate (CVG) $74/day and Enterprise web site rate $82/day, I was given (nice round number) $100/day rental quote on location. “Rate is subject to change” Kyle said to me – after coming home (30min later), I went to Enterprise web site and pulled $82/day quote (rate never changed). Enterprise web site is structured to entrap consumer into visiting location in person (options to rent larger vehicles on site are disabled due to vehicle/location availability – go to web site and see for yourself), on location (weighted with customer need or deadline to rent a car) position of power shifts to rental desk employee corner (Kyle and Adam) who will charge you 30% more than their own (Enterprise) web site.
Long story short: after discussion with Enterprise telephone support, I went back to Assistant Manager Kyle who asked me: “Are you satisfied with $100/day deal and ready to book a reservation?”. I was shocked. I answered: “To be honest, I am really not happy with it”. Then Kyle said: “Then, I do not think I want to rent you a car at all.” At that moment, I realized that Kyle is presenting me as trouble-maker (I never raised my voice in store or treated Kyle or Adam with disrespect) setting me up to be kicked out of store or staged for police call and possible trespassing arrest. I decided to stop discussion and leave this location. On my way out I said: “Guys, this was not right, you should not treat anyone like this. I will give you negative review on local BBB site and will contact Ohio Attorney General about the way you are conducting business”. Kyle handed me a piece of paper ($100/day reservation that he quickly printed) and his business card saying: “Here, go ahead, complain as much as you want on me. I do not care”.

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D. Liggins January 11, 2017 at 2:37 pm

Scott Shafer and upper admin @ Enterprise Rental (CEO: Pamela Nicholson, CFO: William Snyder, COO: Christine Taylor:

I wanted to complement one of your employees, DESIREE R. PEREZ (Management Assistant 528D) from the Aransas Pass, TX store. I always deal with Adam and this office daily for our loved service customers here at Aransas Autoplex. But he was out sick when my family needed a rental for the Holidays. Your office was slammed with customers on the day we picked up and dropped off the rental. DESIREE WAS OUTSTANDING dealing with all the different personalities, objections, everything! She displayed patience, understanding, and knowledge in how to deal with a customer properly. She never got rattled, short, or inpatient with anyone. DESIREE is an employee that sure should be promoted into upper management, and sure given a couple paid days off in conjunction with a weekend of her choice. Hats off to DESIREE R. PEREZ, she is a definite plus for any company she works for.

FYI: She’s the type of employee I strongly recruit. So take care of her, and have a great day.

D. Liggins
Internet Sales Director

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EnterpriseCares January 15, 2017 at 5:26 pm

D. Liggins, Thank you for sharing your experience. Your compliment has been forwarded to the regional office above the Aransas Pass location. Please contact us at any time. Safe travels.

Respectfully,

Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
(170115-001640)

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Jennifer Flanagan January 6, 2017 at 10:43 am

I had the worse experience with Enterprise Rental in Mesquite, Texas. I was involved in a bad car accident which my vehicle was totaled so I had to get a rental for 2 weeks. I switched out 3 cars due to cigarette smoke. The last one they put me I finally just through my hands up. It smelt horrible and the check tire pressure light stayed on. I went to discount tire every 2 days to put air in it. Then to top it off I asked the rep that was helping me about driving the vehicle on the Toll Roads because that is how I go to work everyday. His response to me was “Absolutely no problem.” My toll tag was on my car that was totaled but if he would have told me the correct information that I was going to get charged for any tolls I would have gotten it switched to the vehicle I was driving or taken a different route. Enterprise motto is “They want to make everything simple and take care of their customers WHICH IS NOT TRUE. I called the location to see if there was something they could do to help since their representative mislead me on wrong information but was told I was stuck with the bill. I had a manager at the Mesquite store tell me that I was not listening to the words coming out of his mouth. That was the final straw! NEVER AGAIN ENTERPRISE.

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EnterpriseCares January 15, 2017 at 5:14 pm

Jennifer, We’ve taken note of your comments and appreciate your feedback. If you would like to discuss your experience further, please send us a detailed email to care at enterprise.com including the exact rental location, your contact information, your rental agreement or reservation number and any further information regarding your experience with us. Please reference Number 170115-001613 in the subject line of your email. Thank you.

Respectfully,

Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car

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Worried January 29, 2017 at 6:14 am

Does your company do random drug screenings?

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Claudia Serra January 5, 2017 at 2:45 pm

I have been an enterprise customer for over 15 years using the traditional rentals, as well as carshare. I have spent many thousands of dollars with enterprise over the years and cannot believe how unfair I am being treated. I was hit by a Budget rental car in October 2016 in NYC in the rear passenger door of my enterprise rental. Her tire caused a handprint size dent in the passenger rear door. (I have several photos) The enterprise manager at the Belleville, NJ location assured me that since the accident was the other driver’s fault, enterprise would get my money refunded. Enterprise ignored my emails for over one month for a status and then presented a bill from their authorized auto body shop charging me for repairs on the entire side of the car that conveniently totaled a few dollars under $1000 that was my deductible. Enterprise accepted this inflated bill. On top of that the enterprise agent in charge of my claim has stated that they will not pursue my money back from Budget at all since there is no out of pocket cost for enterprise! I am disgusted! I have been a loyal customer. I am considering filing a lawsuit against enterprise for fraudulent charges by their auto body shop before I pursue the lawsuit that I now have to file against Budget and their driver.

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EnterpriseCares January 15, 2017 at 4:49 pm

Claudia, thank you for your comments and we would like the opportunity to look into this for you. Please send us a detailed email to care at enterprise.com including your contact information, your rental agreement or reservation number and any further information regarding your experience with us.

Please reference Number 170115-001572 in the subject line of your email. Thank you.

Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car

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ISAAC AMPONSAH January 4, 2017 at 1:45 pm

Rented a car for one week at this location 3602 Forest Lane Garland TX 75042. Five hours before my rental return time, I called to verify if enterprise can give me a ride back home, they assured me a ride back home. I live about 2.5miles from the rental location. I returned the car (10-11am, 01/04/2017) and luckily there was no customer, very slow day at that location. I was told to wait for 15 minutes while these two unprofessional black fellows laugh and converse and making jokes while no one care to facilitate my ride back home. After 30 minutes a customer came in and was served. There came about 3 other enterprise employees to make it 5 so I thought I will be given a ride and but no I was neglected. I asked them about the ride again and the answer was very very rude and a loud voice. How I was treated and neglected at this particular location, I wish no human being should ever be treated like that. They were very very unprofessional. I have rented from enterprise so many times and more routinely across west coast, mid western states and rocky mountain states but this location is worse in customer service. From the manager to the regular employee I believe everyone at that location should be trained and educated about customer service and its importance to Enterprise because Enterprise is a better company than that. I plan to spread this bad customer service on various social media about this location for people to stay away from this particular location.
Rental agreement: 563571, ref#: 6KWRDC

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EnterpriseCares January 15, 2017 at 4:34 pm

Isaac,we’ve taken note of your comments and would like the opportunity to look into this for you. Please send us a detailed email to care at enterprise.com including your contact information and any further information regarding your experience with us.

Please reference Number 170115-001548 in the subject line of your email. Thank you.

Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car

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Maureen January 3, 2017 at 5:52 pm

I reserved an Enterprise rental car for a trip to Ireland October of 2015. We pre-paid a fee for one way drop off to another location – picked up at Long Mile Road, Motokov Complex, 12 Dublin, Ireland and dropped off at Cork airport. The drop-off fee was 82.64 euros. The final Enterprise invoice charged the fee again. I have requested action on this through the Irish Enterprise HQ customer service email system at least five times. I have called the HQ office in Ireland and left messages twice or more. I have yet to have any actual followup by email or any other method on any request. I have all of the documentation (forwarded to Ireland) at hand. Can you resolve this duplicate charge?

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EnterpriseCares January 15, 2017 at 4:30 pm

Maureen,We’ve taken note of your comments and would like the opportunity to look into this for you. Please send us a detailed email to care at enterprise.com including your contact information, your rental agreement or reservation number and any further information regarding your experience with us.

Please reference Number 170115-001526 in the subject line of your email. Thank you.

Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car

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Maureen January 24, 2017 at 5:28 pm

Christopher – I just spent a *significant amount of time* compiling information on my overcharge – original confirmation, final invoice, payments and credits, a narrative description and submitted it all to care at enterprise.com as directed.
I immediately received an email response stating this: “The email address you are using does not match the email address on the original request. In an effort to protect customer information, responses must be received from the same email address originally used to contact us. Please respond using the email address from your initial inquiry and we will be happy to assist you.”
I first contacted Enterprise about this overcharge FIFTEEN MONTHS AGO! Yes, my email address changed last March – no longer supported. Now what?? Please stop making your customer service system so difficult. You owe me $107.

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Maureen February 14, 2017 at 6:34 pm

Three weeks have passed since January 24th – no response.

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Katrina January 3, 2017 at 2:42 am

Good Evening,
On December 22, 2016, I rented a Jeep Cherokee – Limited from your Inglewood (800 S. La Brea location).

By Friday, the 23rd, the vehicle had a jerking (not a fuel efficient mode) as I was told. TO make matters worse, while driving up north, the engine light lit up.

On December 24, 2016, Christmas Eve, at 7:42 AM, I contacted “Headquarters” (LOL),,,,,.
The representative who assisted me was curt, unconcerned and in my opinion LAZY!
I told her of my concerns (the jerking & the engine light).

She allegedly checked the various locations in Nevada and candidly stated, “There’s nothing available until Monday. Check with the Rental (Enterprise) companies then.”
I was flabbergasted. This employee, an Enterprise representative from “Headquarter” literally advised I continue to operate an unsafe vehicle……absolutely unbelievable!!!

I refused to that & within the next hour, left my hotel and family to locate an opened Enterprise rental agency, which was difficult due to it being a Saturday AND Christmas Eve.
I located and entered Enterprise at 5811 W. Sahara Avenue (702/368-6972) and advised the agents of my situation. The representative I believe it was Allessandra, came outside with me, started the vehicle to check the gas needle (of course) and observed the engine light on and said, “Oh wow, the engine light is on. That’s not good.”
She changed me out into a standard/basic Dodge Journey (and said, “You should try the airport, they always have SUV’s).

The Dodge was a notch away from empty in gas and I was told, “You should tell the agent(s) back in Los Angeles that you turned in the Jeep nearly full. I asked, “You can’t place that in your notes along with the engine light and the uncomfortable ride?” She said, “I’ll make a note of it.” Upon returning the vehicle in Los Angeles, nothing had been noted in the system.

In my opinion, Customer satisfaction was NOT delivered and the steps that could have and should have been carried out was:

1. Be honest regarding the availability of vehicles.
2. Transport a vehicle to me. No way should I have had to search them out for matter I
did not create.
3. Upgrade my vehicle. I spent several hours of my Christmas Eve, searching for an
open Enterprise, and was given a BASIC, VERY BASIC replacement.

I felt gutted by Enterprise, undervalued and abandoned. I had NEVER received such below standard service such as this from any car rental agency. Shame on you Enterprise!

I must say the Representatives in Inglewood; Brittany Contreras, Assistant Manager and Brittany Wade, Management Trainee, made a significant effort to rectify the matter and for that I am greatly appreciative; however, I must state, the representative who assisted me telephonically in Missouri and physically in Nevada are disappointments to the Enterprise Corporation.

Respectfully,
Katrina

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EnterpriseCares January 15, 2017 at 4:20 pm

Katrina, We’ve taken note of your comments and appreciate your feedback. If you would like to discuss your experience further, please send us a detailed email to care at enterprise.com including your contact information, your rental agreement or reservation number and any further information regarding your experience with us. Please reference Number 170115-001504 in the subject line of your email. Thank you.

Respectfully,

Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car

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Teri December 22, 2016 at 10:55 pm

I have rented from Enterprise for over 20 years and this last experience will be my last with Enterprise. I required a rental car after I was rear-ended the first of November 2016 and went immediately to the Enterprise office in Georgetown, TX. I was given a car that morning, however, the key fob was damaged. When I questioned this, the manager stated that they had taped the key fob together to prevent further damage. I accepted this explanation and left. I have had this car for almost 2 month (much longer than I ever thought I would, however the car insurance company that I had to deal with, delayed repairs on my car.) Each time that I placed the key in the ignition or removed it, I was concerned that the key would break off. Well, today when I removed the key from the ignition, the key fob fell apart. I put the pieces back together, however the key was no longer recognized by the car’s computer and would not start. Now my nightmare begins….. I called the Enterprise branch where I had rented the vehicle and was put on hold for approximately 10 minutes and then told to call roadside assistance, I called roadside assistance on 4 occasions over the next 2 and one-half hours and was assured each time that an enterprise rep was on the way to pick me up and a tow truck was dispatched to remove the car. I was left in a dark, deserted parking garage/parking lot waiting for the enterprise rep to show up. Calls to the Enterprise branch where the rep was coming from, I was assured he was ‘on his way’.. HE NEVER SHOWED UP !!!!! The tow truck driver found me , why did the Enterprise rep not find me/show up. At 6PM all branches of Enterprise in my area close and I mean 6 PM .Additional calls to the branch that was supposed to pick me up resulted in recorded voice message stating that the office was closed. I was left in a deserted parking lot !!!!! I was able to contact a relative who drove 25 miles to pick me up. Would you want your mother, sister, wife,,,,,,,anyone left in a dark, deserted parking lot, because , apparently, the branch closes at 6pm and all responsibility ends at 6pm. I am still without a car. I will be calling an Enterprise office in the morning to provide another vehicle,,,,we’ll see how that goes

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EnterpriseCares January 15, 2017 at 4:08 pm

Teri, We’ve taken note of your comments and appreciate your feedback. We’re happy to look into this. If you would like to discuss your experience further, please send us a detailed email to care at enterprise.com including your contact information, your rental agreement or reservation number and any further information regarding your experience with us. Please reference Number 170115-001468 in the subject line of your email. Thank you.

Respectfully,

Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car

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Brittany Beasley December 22, 2016 at 8:54 am

Can you provide the name of someone I can speak to in corporate. My vehicle was involved in an accident 10/31/2016 with one of your rental cars. The customer admitted fault, advised he had the insurance coverage on the vehicle and gave me a picture of his drivers license. I am still without my car and getting the run around. I live in Virginia, the accident was in Maryland and for over a month all I was hearing was they’re waiting to hear form New Jersey. I mailed forms back that were asked to be filled out and the claims rep tells me that theres no way the accident happened the way I said because theres nowhere to park. I sent her Google images of the street as the cars were parked there and now she’s not responding again. Almost 2 months without my vehicle or a rental, and still no results.

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Catherine December 18, 2016 at 2:50 pm

I have ONLY rented from Enterprise for the last 18 years. The last time I rented was earlier this month. I will not rent again from Enterprise due to such a bad experiance at the Arcata, ca. office. New manager?????…Mind you I have gone to that office or the Eureka office the past 18 years, still residing at the same address for the 18 years. The office made me go back home to confirm I still lived at the same address by presenting them with a utility bill.
The man Steve Ousa who has picked me up or has taken me home for many years knew who I was (well nice and well mannered man) and confirmed it but no this manger was sticking by some STUPID rule due to problems not related to my history with Enterprise. I had planned the trip a 10 hour drive in a time frame that I would avoid traffic jams. The hour delay did cause me problems with traffic. If Enterprise thinks so little of my history with them and again I say I ONLY rented from Enterprise for 18 years than it is to go to a different rental company that will honor loyal customers.

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EnterpriseCares December 22, 2016 at 3:35 pm

Catherine,
Thanks for your feedback. Our team could make the proper management aware of your concerns.
Please email care at enterprise.com with your contact information, rental agreement or reservation number and any additional information you would like to share about your experience with us. Please attach reference #161222-003590 to your email.
Thank You.
Carol H.
Social Monitoring Coordinator

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BM HARTWIG December 16, 2016 at 8:22 pm

Glendale AZ, 4742 W. Glendale Ave 623-931-9275. Local Manager Jerad (?)

12-16-2016 called The Enterprise location on the campus of Sanderson Ford.

Spoke with Customer Service Rep Taylor ? at the Sanderson Ford location. She was unable to answer my questions effectively. She said she had to call the location in Glendale to get help. I asked her why she could not print the car rental document, then scan and send it again. Then I suggested that she send me an email as a test to see if it was received. She said she could not. By that point the hairs on the back of my neck were raising as I spoke with her. Taylor hung up the phone on me…..Enterprise says it is a family owned business and treats the customer like family. I DO NOT THINK SO.

Taylor had a hidden agenda or did not have the knowledge of the issue and could not communicate the reason for the call over to the Glendale location. It was simple that the new system drops off a personal email after the transaction is completed thus not allowing that email address to be utilized. Without Taylor knowing that component, I became more than disgruntled.

I then called Jerad at the Glendale location. First spoke to an Issa who had a most heavy accent and was not clear in his speaking. I had to ask him to talk more slowly and enunciate his words. In my opinion, an employee of that speaking demeanor needs to be in a back room operation rather on the front line to hon his English language.

These two experiences did not leave me as a happy customer. Let me tell you that I am a 71 retired corporate person. Why do you hire these inexperienced “Kids” with no skills of customer service to bring to the table. It is the millenniums of today that possess no fuzzy feeling customer relations skills since from pre-school on have only communicated with our new world of technology, not with parents or with friends on a personal face to face level. So I feel it is your responsibility and other employers to hon these skills that have been overlooked by their educators, church and family. So now since that side of the learning curve has been overlooked, it falls on the employer to train the newbie the way of the world in customer fuzzy service before they are put on the front line. They become a liability rather than as asset to your organizations with that type of image to the outside world. Perhaps the corporate model is all bottom line while the employer history is that of a swinging door. Without knowledge you cannot be a win win corporation, person, educator, religious figure or a solid person. All of this is making our country fall short to other world companies.

May u take my experiences to the next level to improve the type of people that are hired along with location or corporate training locations along the quality of managers that lead these employees.

Issa, I suspect passed along to Jerad words lacking respect for my concerns, like in a rumor mill. So when Jerad picked up the phone, he appeared not to be too receptive. I learned in our conversation that Taylor had been with them a month and that he was training her. Has he taught any customer service skills. The answer. NO. How people the employee answers and communicate on the phone is thev enterprise PR. So Jerad assures me that he will train on CSS, customer service skills as he had not done that. I asked him-what is no #! in he business of people. He did not respond. Then I asked if only learning technology become the top priority. Business must take a vested interest in the employee, put some of there bottom line money into training as in corporations like MCI, IBM, CHASE, KIMBERLY CLARK and more. It might also be the case where corporate has to train the trainer to train the trainee.

This is in your court.

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EnterpriseCares December 22, 2016 at 3:26 pm

BM Hartwig,
We take pride in our customer service and would like to look into your concern. Please email care at enterprise.com with your contact information, rental agreement or reservation number and any additional information you would like to share about your experience with us. Please attach reference #161222-003558 to your email.
Thank You.
Carol H.
Social Monitoring Coordinator

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Nicole December 15, 2016 at 9:34 pm

IVE JUST REALIZED THAT ALL THE REPLY RESPONSES SAY A THE SAME. HAVE A FEELING NOTHING IS GOING TO BE DONE FOR ANY OF US, AND IF SO, NOT ANYTIME SOON. IT LOOKS LIKE A PRE TYPED RESPONSE TO ANYONE WHO SENDS IN A COMMENT!!!!!!

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Nicole December 15, 2016 at 9:25 pm

I would like to say, we’ve ALWAYS had exceptional service. We rent 2 cars @ a time for 2.5 months, we are always extending the rentals. Well this week I called to extend 1st rental, &’was told all’s kind of prices, so I said I would call back & tslk with person we deal with & kid commented, ” hes going to give you the same price” now at southington CT branch, our rep we had ALWAYS git us great deals, upgrades, worked with deposit, yet this time, after explaining needed for wake & funeral, I received no help at all, didn’t even receive same service, so only expended week instead of 2 wks. Then in 2nd rental, went to extend & daily amount went up to DOUBKE!!!!! Now every other time I extended rental I would use daily amount on contract, was always the same, it’s not a new rental, it’s only extending original contract, SO extremely confused why it’s DOUBLE THE PRICE?? The answers they give make no sense!!! AND NOT UNDERSTANDING THE INSENSITIVE SERVICE, OR WHY NIT DOING IT THE SAME WAY ITS BEEN DONE THE LAST 2.5 MONTHS???

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EnterpriseCares December 22, 2016 at 3:17 pm

Nicole,
Our team could make the proper management aware of your concerns. Please email care at enterprise.com with your contact information, rental agreement or reservation number and any additional information you would like to share about your experience with us. Please attach reference #161222-003490 to your email.
I look forward to hearing from you soon.
Carol H.
Social Monitoring Coordinator

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Erin December 12, 2016 at 1:55 pm

I had been renting with Enterprise for a long time.. NEVER AGAIN!! EVER~!!! EVER!! I am in a current dispute with the Laguna Hills Ca office over an over bill of $306 to my bill that they charged me after they did a bait and switch on me! They told me some crap about a promotion they were having on their insurance coverage that they had that you piad $16.99 for the first 2 days and that lasted the entire length of the car rental, no matter how long it was in repair. Yea what a bunch of crap! Now they are reniging and I am stuck with the bill!! I am furious and they are saying they never said it. my word against theirs!! I WILL NEVER RENT FROM THEM AGAIN!! Also, my body shop said they have done this many times before to other people, so I now have witnesses to take them to court,

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Erin December 13, 2016 at 11:25 am

The interesting thing about my claim is that I never ever take the “insurance ” due to the fact that I have my own very great coverage of my own through Farmers, and Enterprise can check my history through all of the many rentals with them, that I have never ever taken their insurance. Ergo, this time their sales rep told me about this promotion and I bought into their “bait and switch ” game. You can see in the middle of the contract where I denied all coverage! That should speak volumes. I was absolutely taken advantage of and Enterprise is now not fixing this enormous mistake nor are they standing by the promotion that their sales person stated to me originally! They claimed it never ever existed… I’m sure the BBB would like to know about this.
.

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EnterpriseCares December 15, 2016 at 1:27 pm

Erin,
We’ve noted your comments and we would like to have the opportunity to look into this for you. Please send a detailed email to care at enterprise.com include the rental location, your contact telephone number, your rental agreement or reservation numbers and any further information regarding your experience with us so we can research this promptly.
When emailing, please list Reference Number 161215-003330 in the subject line. We look forward to hearing from you.
Regards,
Carol H.
Social Monitoring

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Rick Hardee December 6, 2016 at 1:40 pm

Referred to by insurance. Got there i was the first one there at 730am they had the reference number in the system is had called Thursday to verify and also upgrade to a Cadillac or lincon the lady said it would 3.00 more a day ok here it is Tuesday I’m the first one to get picked up and get to the store sign all the paper work and the agent says thanks and turns around.ok I sit down for 1 hour and 30 minutes then ask what going on ..we are waiting on your car …ok sit back down 20 minutes later a guy comes over and states I have to take a truck or mini van….so after almost 2 hours of waiting no car so I cancelled the contract and then they say I have to get a ride back to the body shop because they are not taking me back…this was the worst enterprise I have ever been too…also they were putting other people in mini vans telling the that was all that was available in gainesville. The airport is full of all kinds of cars for rent through enterprise but they would not tell them that..just sign the line and take whatever we give you.. worst customer service ever. So I called another location in my area yes we can get you the car you want when will you be in sir… wow what a change from one to another

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Rick Hardee December 6, 2016 at 1:43 pm

This was in gainesville florida 410 nw 39th ave

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Enterprise Cares December 11, 2016 at 4:04 pm

Thank you for sharing your experience, Rick. We’re happy to look into this. Please send us an email to care at enterprise.com along with your reservation or rental agreement number,your contact information including your telephone number and email address; and any further details. Also use the reference number 161206-003498 as we have this file started for you.-Christopher

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Rob December 3, 2016 at 4:14 pm

BEWARE OF HIDDEN COSTS AND FEES CHARGED TO YOUR CARD AFTER YOU TURN THE CAR IN !!!

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Enterprise Cares December 11, 2016 at 3:53 pm

Rob we’re happy to look into the charges for you. Please send us an email to care at enterprise.com along with your reservation or rental agreement number,your contact information including your telephone number and email address, and the details of the charges. Also use the reference number 161211-001461 as we have this file started for you.-Christopher

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Cheri Bollin December 2, 2016 at 4:39 pm

I was in a car accident. I was referred to Enterprise by the auto body company that my car was towed to. It took a long period of time for the person at fault’s insurance company to accept liability. I ended up having the rental car for almost a month. The insurance company finally accepted liability, but hadn’t issued payment to Enterprise yet. I understand Enterprise wanting their money and not wanting to wait. However, in the various conversations that I had with the Enterprise employee, she never ever stated what the total bill was or that they were going to high jack the money out of my checking account with NO NOTICE!!! (At the onset of the rental, I agreed to the $200.00 deposit only.) The amount taken WITHOUT NOTICE was just under $1,000. Can you imagine the chaos of this large amount withdrawn from your account without any advance warning? I did finally get a call from the same Enterprise employee several days after the money was withdrawn that they would need to charge my account and that I could request a copy of the invoice. I went directly to the Enterprise location after getting her call AFTER the money had already been taken and confronted her. She wouldn’t listen to me at all. She said that she called me several times about not having success with the insurance companies (which she did do, and we talked about the insurance companies and that the one that claimed liability was still waiting on some information. I also had my attorney call and talk to her about how things were progressing with the insurance companies. She never did call back and didn’t ever give a total or tell me that the total amount would be taken out of my account.) She was very indignant and stated that she wasn’t going to argue about what was said. She stated that she was directed by corporate to get the payment. She totally shut down the conversation and proceeded to help a different customer and had a co-worker get me my invoice.
This is no way to treat a customer, ever! I am extremely offended by this treatment and
I want some resolution to this immediately.

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Enterprise Cares December 11, 2016 at 3:47 pm

Cheri, thank you for contacting us and sharing your experience. We’d be happy to look into this for you. Please send an email to care at enterprise.com along with your reservation number and your contact information including your telephone number and email address. Also use the reference number 161211-001436 as we have this file started for you.-Christopher

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Melva Robertson December 2, 2016 at 2:20 pm

Enterprise Rent-A-Car will not receive my business again. I don’t usually do customer service blasts on social media but after spending a week trying to resolve the issue of a car with a horrible stinch (windows were down when we got the car coincidentally), low tire pressure(light came on after we left), filthy glove compartment with a BULLET inside (we don’t own bullets sir), and overall horrible customer service, when the “Area Manager” finally called me back, I was accused of lying about the car smell, ignored for a week when I was trying to peacefully resolve the issue, and then bullied with a (take it or leave it because we aren’t sure that we believe you in the first place) 75 percent discount. I was told that: a “bullet is not a weapon” (even if my small child could have found it) and “you can check the tire pressure and the light still come on.” There are too many rental car places out here for them to make the customer feel as though their very VALID complaints are not valid and don’t matter. Yes I received a discount but SERVICE MATTERS! This could have been resolved on Wednesday after we rented the car and asked to switch but since no one wanted to call back until I practically stalked them. I want you to know that they don’t care about you at ALL as a valued customer. We used them all the time before, but forget it now. Not cool being accused of something that you didn’t do.
Good riddance- 1651 Powder Spring Rd Marietta, GA and all others that are under the Area Manager: Morgan Crook.

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Enterprise Cares December 11, 2016 at 2:50 pm

Melva, thank you for contacting us and sharing your experience. We’re happy to look into this further for you. Please send an email to care at enterprise.com along with your reservation number and your contact information including your telephone number and email address. Also use the reference number 161206-004996 as we have this file started for you.-Christopher

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Craig Levy November 25, 2016 at 2:06 pm

You have no business being the number one car rental company. Approx 90% of your reviews are terrible. My own personally experience with trying to rent a car was a horrible experience, and similar to a lot of the things I read. I would not even recommend your company to a enemy. Your employees are the worst. Your polices make it not worth the hassle to even try to rent a car from you. I hope all of you are out of work soon.

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EnterpriseCares November 30, 2016 at 4:21 pm

Craig Levy your feedback is important in maintaining and improving service and satisfaction for all our valued customers. We’d like to speak with us further, please email care at enterprise.com include the complete details, your contact telephone number, the exact rental office location, and your rental agreement or reservation numbers. Please place reference #161130-004859 in the subject line. Thank you. -Carol H.

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Kimberly Ross November 22, 2016 at 8:13 pm

Hello,
I am writing this review for corporate headquarters, Yelp, BBB, and also reporting this to the Regional Manager.

On November 21st, I dropped my car off at BMW Fairfax Body Shop. I had the body shop call the Enterprise at 8439 Lee Hwy in Fairfax, VA to pick me up. Up until this point, everything was fine.

I arrive at Enterprise and started working with Taylor. I explain to him that I just dropped my BMW 650 off and would like a comparable car. He then tells me there are only two cars they have, a Cadillac XT5 and an Audi A8 (which I can’t afford because it is 275/day) <— yes, he said these exact words. Regardless if I could afford it or not, insurance is paying for the rental. He never mentioned they rent BMWs because if he did, I could have told my insurance company. I finally received authorization for the Cadillac XT5; however, I have to return it the next day to swap it out.

I am glad I did return the next day, 11/22, because of what I found out. A young lady was also renting a car at the same time I was there explaining the same situation that I was in (also a BMW owner). I start to ask her more details and come to find out they rent BMW! I am surprised since this was not mentioned to me the day before. Now, the ONLY difference between her and I, she is Caucasian and I am African-American. I then begin to question why I am not receiving the same type of customer service as the young lady.

Here is where everything goes down hill and Enterprise needs to train their representatives on how to provide excellent customer service. The also need training in how to de-escalate situations instead of making it worse. I am explaining to the clerk that I am not happy with the customer service being provided and I feel that he is not being honest with me as far as the cars that are available. If this young lady has a BMW and can rent a BMW, then I should also, same situation. However, this clerk starts belittling me and starts talking very condescending. I tell him that I am NOT going to allow him to speak to me this way. And the situation then gets worse because of his disparaging tone and words, asking me if I understand, speaking to me as if I am a child!! I let him know that it is not acceptable to speak to me that way. He then threatens me and says that he is going to put me on a national wide do not rent list. I told him in not so nice words that I didn't care and he could abuse his power all he wants. I felt this way because he escalated the situation and did not try to see my point of view.

I left the facility and ended up going elsewhere. After being treated like this, where high-end luxury rental cars are only rented to the White customers, and the Black customers get screwed over, I could care less about doing business at this location.

I am reporting this because of how I was treated and also being put on the national do not rent list when I was not totally at fault. I have rented from Enterprise several times in 2016 at different places and have never been treated like this. I should not be put on the national do not rent list and this clerk is abusing his powers. I also would like to point out this location has several one star reviews on Yelp which shows the poor customer service this location continues to provide.

I hope that someone reaches out to me to discuss this issue and remove me from the national do not rent list. My contact information is: 202-607-XXXX (cell) and kross11 at gmail.com (email).

Thank you for reading this and hopefully responding.

Kimberly Ross

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EnterpriseCares November 30, 2016 at 4:15 pm

Kimberly Ross,
I see that my colleague, Chris, has contacted our Virginia Regional office on your behalf. Please let us know if you need further assistance.
Thank you,
Carol H.
Reference #161123-000009

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Kathryn Mikkola November 18, 2016 at 10:13 am

My Honda civic was being repaired and Geico gave me a rental car from Enterprise. While going through the rental contract I was asked if I wanted the Collision Insurance and I said NO as I had my own All State car insurance and also that I drove mostly within my city. The contract with Enterprise which I still have and can send you a copy mentions that I declined that . The car was returned to the Collision center day before yesterday as requested by Geico. Yesterday the 17th of November I received a message saying that I had to pay 247 $ for the collision protection which I had denied and they also said they received the car back in good condition and so on. When I called one of the staff could not find the info and made me wait and later came back and told me that I had to pay 311$ for the collision protection and I did not understand his point. When asked why there was a discrepancy in the two payments requested he said OK we can reduce the rate for two days and so on.I told him that I would check the name and number of the person who called and get back to him. When I called back the person think his name was Rodger said I will pay 100$ towards it since it was a misunderstanding and asked me to pay 247 $ right away to which I had no choice and paid. After receiving the green light to charge my card they said they would send me a receipt via email and closed the phone. I am requesting you to please inquire if they had a right to charge me for Collision protection even though I denied and the contract says so to which I can email to you. Geico paid for the rental charges of the car. The Enterprise rental office is located on Woodfield road Gaithersburg MD. Thanking you, Kathryn

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EnterpriseCares November 30, 2016 at 4:10 pm

Kathryn Mikkola,
We’ve noted your comments and we would like to have the opportunity to look into your billing concern for you. Please send us a detailed email to care at enterprise.com include the exact rental location, your contact telephone number, your rental agreement or reservation numbers and any further information regarding your experience with us.
When emailing, please list Reference Number 161130-004833 in the subject line. We look forward to hearing from you.
Regards,
Carol H.
Social Monitoring

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Heather Sisk November 17, 2016 at 12:11 am

I have rented with enterprise weekly over the past few months several days a week to and from my home to my company’s office in Jacksonville , FL . I have always been pleased with the service that was until today. I was a frequent customer to a nearby location store at 410 NW 39th Ave Gainesville, FL I booked my reservation for the earliest pick up and latest return
time I would need my rental to be available as I do not always know my departure times and arrival times exactly each week, which in many cases results in extra day rentals for your company. Every week I’ve picked my car after work and prior to 6pm closing time. Today I get there and they tell me they have no car available and that my reservation was given away because I did not arrive at 2pm. when I explained to them that I always book my rentals for the earliest and latest pick up and return times I may need I was told by the assistant manager “Ty” sorry we don’t have a car for you. Really how do you give my reservation away because I choose to pick up my car later than I paid for . Because it was close to 6pm he also would not call other locations in attempt to locate me a car. When I asked about calling a nearby airport location that was open later hours he told me I can give you the number and you can call. No thanks I can google the number myself thanks for your help especially since it was your fault I had no car. prior to leaving the store I heard several other reps ask their customer if they would mind upgrading free of charge to a truck or van a vehicle they had in stock. When I asked the manager again if there was anything he could put me he told me no. When I asked how come he could do it for others and not me he told me they were here before me , but I had a reservation! I left furious never wanting to rent from enterprise again. I do not understand how you can give my reservation away, if I choose to pick it up late that’s my choice as I’m paying for the time and further more I cannot understand why they would not help a repeat customers who’s company spends thousands of dollars with them. Lucky for Enterprise I did drive to the Gainesville Airport location and I did reach a much more friendlier assistant manager by the name of Chris Haugabook, who explain to me that should not have happened and he was truly sorry. He was more than willing to place me in a vehicle even though he too had to upgrade me free of charge. I don’t understand how you can give away a reserved call with at least no attempt to call and even if they did give it away as a honest mistake I can’t believe they were not willing to make it right considering they do business weekly with me. I will never go back to that store and I thought you should know just the difference in management from one location to the next can be the impression it leaves on your loyal customers like me. In my opinion Ty at location 410 Nw 39th ave Gainesville FL has the worse customer service skills and should not represent your company . Very poor service and I will make sure my friends , family and corporate office never consider business with this location again!

Heather Sisk

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EnterpriseCares November 30, 2016 at 4:05 pm

Heather Sisk,
We’ve noted your comments and we would like to have the opportunity to look into this for you. Please send a detailed email to care at enterprise.com include the rental location, your contact telephone number, your rental agreement or reservation numbers and any further information regarding your experience with us so we can research this promptly.
When emailing, please list Reference Number 161130-004731 in the subject line. We look forward to hearing from you.
Regards,
Carol H.
Social Monitoring

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LakeIsha Baffoe November 14, 2016 at 9:39 am

Good morning,

I have a Business class account with Enterprise, for 4 continuous years now I have been renting from them non stop weekly payment well over $300,000 worth if not more of rentals. I have been through different Managers due to termination, promotion, or resignation, I been through recalls, switch out due to sales. Never complain just asked that I have easy transitioning and that my account remains the same such as dicounts applied, tax exempt, extended contract length, reserving multiple vechiles, and being able to apply my points every now and again for my rentals…. OUT of these four years this recent transition on W Broad st, Columbus OhIo, they have assigned a new manager Zach, because the old one Anthony Baker resigned from the company. When Anthony resigned I ask him to please brief the assistant manager of how my account will work in this branch, I confirmed with the assistant manager Kat that she was briefed and we had a short converstation, exchange cell numbers and took it from there. Now just last week here comes Zach very unprofessional clearly didn’t do his research on the accounts in his location, and clearly express in my opinion that he no longer want my business. Please tell me why if I currently have vehicle out on contract, clearly pay weekly payments on time on those vehciles, why I have to be harass over a bill on a new reservation, why I have to be treated like a new walk in customer, why I lost money because he refuse to rent to me, when I’m already in several other contracts, why he is not understanding the history and how my account works on extended contract renewal…I have requested for a regional manager and haven’t heard from them. I need to hear from someone higher up them the manager at that location. If we can’t come to a resolution I will be glad to take my business else where. It will be a shame to not stand by your model as a family business and treat long term proven customers not as such… Repectfully, Mrs. La’Keisha Baffoe with Kingston Transportation Inc. Vice President

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EnterpriseCares November 15, 2016 at 3:17 pm

LakeIsha Baffoe,
We’ve noted your comments. Please see my email. For your records, your Reference Number is 161112-001539 please not this number in any future correspondance.
Regards,
Carol H.
Social Monitoring

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howard jordan November 21, 2016 at 1:05 pm

In August I reserved and received confirmation of rental from Orlando Airport for one day rental to get home to Sebring fl. After airline delay and huge “hassle” at Enterprise office due to not accepting debit cards or cash (which had always been used for the past 5 years for same trip) we finally left somewhere around 1 oclock (scheduled for 11) We returned car to Avon Park next day at about 1 oclock. Enterprise offers some good one day rates but when visa came it was for over 171.00 Way out of line for a one day 70mile rental. The worse thing about this is that we have called customer service plus regional office a total of 7 times and each time were told that regional manager would call to hear our complaint and as yet no one has!! At this point Enterprise has lost our business after many years of use. I still can be reached at 863273XXXX

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EnterpriseCares November 30, 2016 at 3:59 pm

howard jordan,
We’ve noted your comments and we would like to have the opportunity to look into this for you. Please send a detailed email to care at enterprise.com include the rental location, your contact telephone number, your rental agreement or reservation numbers and any further information regarding your experience with us so we can research this promptly.
When emailing, please list Reference Number 161130-004716 in the subject line. We look forward to hearing from you.
Regards,
Carol H.
Social Monitoring

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howard jordan December 3, 2016 at 12:50 pm

To Carol H Ref # 161130-004716 We find it even difficult to get to enterprise.care so hope this reaches you. Every 6 months we travel to and from Sebring Fl to Toronto Ca. To do this we must rent a car both ways to and from Sebring (Avon Park) to Orlando airport, We have done this and used Enterprise for a number of years with little problem. This year in August I reserved a car for October 11 from Orlando office for 11:am to be returned to Avon Park at 11: am on October 12. The Conf # was 1017711973. Our flight was held up in Toronto (waiting for ill attendant?) so we did not arrive prior to 11:am. When we got to Enterprise desk I was informed that I could not use my Debit card or cash. which I had done in past, Not having a credit card with me. we were forced to use my friends and a whole new contract. This took some time and we never left Airport until about 1.pm, The new agreement was in the name of Carole Mcquilliams, number572853 or 5wb48l (screwy form) Being canadian she was forced to take additional insurance plus since I was driver we had to pay for second driver. We finally got to Sebring, returned vehicle to Avon Park on the 12 at about 1:pm (24 hrs after pickup) and later found we had been billed over 171.00. This is ridiculous , as we used the car for 70 miles and just 1 day. Do as you must but unless we receive something in retribution be assured we will not use Enterprise in April when we return to Toronto or ever again H Jordan

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Alisa Jones November 12, 2016 at 6:35 am

On November 10th 2016 my daughter celebrated her 29th birthday on November 11th she had made plans to spend time with her friends we rented a car for her to attend this special event. November 11th I called Enterprise from an ad that I saw online that stated $9.99 per day weekend special. I decided to rent a car for 3 days .I phoned Enterprise and talked to the representative he took my reservation and gave me confirmation of my reservation which is 181-663-4051 however when I showed up at the location where I was to pick up my rental 766 Settlers Landing Road Enterprise location I was told by the manager that they did not have a weekend special car and that they would not honor my confirmation/reservation. Needless to say my daughter’s plans were ruined and Enterprise did nothing to help me. The reservation I had made, the confirmation number I had meant nothing. My daughter’s plans were ruined she was devastated and no resolution was made. Oh sure, they apologized and apologized again yet my daughter’s plans were still ruined. She was unable to attend the event because she had no car. Because it was nearly 5 o’clock p.m. it was too late to obtain a rental from other Renters. I find Enterprise to be very unprofessional and as a business Enterprise Car Rentals has no Integrity with me or my family. If they care about customer service then they should do something about this and come to a resolution. The resolution simply honor the reservation, honor the confirmation #1816634051. NOTE if anyone else has experienced this please share.

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EnterpriseCares November 15, 2016 at 3:30 pm

Alisa Jones,
We’ve noted your comments and we would like to have the opportunity to look into this for you. Please send us a detailed email to care at enterprise.com include the exact rental location, your contact telephone number, your rental agreement or reservation numbers and any further information regarding your experience with us.
When emailing, please list Reference Number 161115-003890 in the subject line. We look forward to hearing from you.
Regards,
Carol H.
Social Monitoring

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Becky Schmidt November 11, 2016 at 4:10 pm

Our family recently went through a tough time with the loss of a loved one. I was unsure of when I would be returning the Enterprise rental vehicle and where as I needed to travel quite a distance. The folks at Enterprise were extremely accommodating and sympathetic. I’ve rented cars from Enterprise for a long time now, and after going through this recent experience I just want to say that I would never consider renting a vehicle anywhere else. I’ve read other comments, and I’m sorry that others may have not as nice experiences but that is absolutely the opposite of what I’ve seen. Thank you, Enterprise. You have heart.

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EnterpriseCares November 15, 2016 at 3:24 pm

Becky Schmidt,
We’ve noted your comments and we would like to have the opportunity to look into your billing concern for you. Please send us a detailed email to care at enterprise.com include the exact rental location, your contact telephone number, your rental agreement or reservation numbers and any further information regarding your experience with us.
When emailing, please list Reference Number 161115-003714 in the subject line. We look forward to hearing from you.
Regards,
Carol H.
Social Monitoring

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Jessica Gentry November 9, 2016 at 3:42 pm

I had to rent a vehicle due to my vehicle being in the shop for repairs and the dealership was going to be covering the cost of the rental card since my warranty was paying the dealership for all repairs and the rental. The staff at the enterprise were well aware that the rental was being covered by Blossom Chevrolet, they were told numerous times but no one ever notated it in the account. Ashley, the manager called and left a message for me and I called her back but was told she was on her lunch break. I told the phone attendant who I was and why I was calling that the rental was not a customer pay but Blossom was covering the charge, yet again no notes were put on the account. I returned the car 7 days later, on a Monday and was again asked how I was going to pay for the rental and I told the person that the car was being covered by Blossom and that there should be notes showing that but there were none. Today I received a call from Justin at Enterprise stating that they finally got the rental bill payable to Blossom Chevrolet and were refunding my $273. I told him how I tried to call Ashley back and he said she had been on vacation for the past 5 days. They took the $50 deposit on top of charging me for the rental without telling me they were going to do that, 3 days before I dropped it off and then asked me how I was going to pay for the rental even though they had already taken enough to cover the rental out of my account. I kept in constant contact with Enterprise to let them know what was going on and not one time did anyone there tell me that they were going to charge my card for the balance, only that I had to put a card on file for the deposit in case something happened to the car. I will not be renting a car from Enterprise again, the lack of communication is ridiculous.

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Jacqueline Townsend November 14, 2016 at 2:47 pm

I also had very bad experiences with Enterprise Rental in the Lumberton, N.C. area, and I agree with u, that they do not communicate well at all. I made reservations for a rental and the female that took my reservation told me I had to have a $63.00 dollar money order and a $250.00 dollar deposit, so i stopped to get the money order for 63 dollars. When I got there they told me I needed a money order for $69.00 and i also need to go get a money order for the 250.00 b/c they don’t do cash transactions, that’s fine but why didn’t she tell me this over the phone. When i went to turn the car in so I could get my car out of the shop, which was damaged during the flood, They told me they had to mail my deposit back to me!!!!!! That is my deposit to get my car out and now i”m stuck with out a car to drive again. I’m so angry, this is my second time doing business with them and both times I had a bad experience. The managers seem to think it’s funny and that’s fine also. It there was snow on the ground and I was barefooted i won’t ever rent another car from enterprise. They stand around and take their time talking while they have a place full of people waiting. It at least takes 2 hours to rent a car and I’m so done with this business. If I had taken the time to read these reviews i would have never rented from them in the beginning .

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EnterpriseCares November 15, 2016 at 3:48 pm

Jacqueline Townsend, thanks for your comments. We’re happy to discuss this further with you. Please email care at enterprise.com with the exact rental location, your rental agreement or reservation numbers and contact telephone number. Please reference number 161114-003740 in the subject line. We look forward to hearing from you soon.
Carol
Social Monitoring

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EnterpriseCares November 15, 2016 at 3:41 pm

Jessica Gentry,
We’ve noted your comments and would like the chance to turn this around. Please send us a detailed email to care at enterprise.com include the exact rental location, your contact telephone number, your rental agreement or reservation numbers and any further information regarding your experience with us.
When emailing, please list Reference Number 161115-003972 in the subject line. We look forward to hearing from you.
Regards,
Carol H.
Social Monitoring

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Dan Ramirez November 6, 2016 at 12:49 pm

I picked up a rental car in Overland Park Kansas off 95th street at 11:30 am on Friday 4 Nov. I was told that this car had just been returned and they would wash it for me, they brought it around and it was still wet, we looked over the outside and found a crack on the left font bottom of the front end. I did not really check the inside, i was in a hurry on my way home i could not see out of the windows they were so dirty the sun would glare back, and it was obvious that someone had smoked something in this car. I called and spoke to one of the agents and he told me to bring it back, i did not have the time. (Wish i would have).
I returned the car at 11:45 am the next day! I advised them of the smell and that i had also found stains in the front seats, and a large one on the back seat, the return agent dismissed the whole thing by saying that they just had no way to clean the cars… I told him about the smell in the car and he just dismissed it like there was nothing. We went back inside to complete the paper work! he told me that was it and i would receive the paper work in an e-mail. Much to my surprise that the paper work showed i returned the car at 3:00 pm and was charged for two days, and not just one.
I HOPE THAT I NEVER HAVE TO RENT A CAR FROM THIS COMPANY AGAIN, AND I WILL TELL EVERYONE I KNOW AND SPEAK WITH NOT TO RENT FROM THIS COMPANY.
I feel this company owes me my money back for one day of rental.

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EnterpriseCares November 9, 2016 at 1:12 pm

Dan Ramirez,
We’ve noted your comments and would like the chance to turn this around. Please send us a detailed email to care at enterprise.com include the exact rental location, your contact telephone number, your rental agreement or reservation numbers and any further information regarding your experience with us.
When emailing, please list Reference Number 161109-002771 in the subject line. We look forward to hearing from you.
Regards,
Carol H.
Social Monitoring

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Tony Codella November 3, 2016 at 1:45 pm

This is a customer complaint about Mr. Keanen Hampton, assistant branch manager in Portage, MI.

We rented from Alamo at Midway airport last Sunday (10/30) and the Nissan Sentra developed a serious vibration noise which got progressively worse en route to Kalamazoo. I called Alamo Sunday afternoon and was referred to the Kalamazoo Airport facility for a replacement car. We went there on Monday about 2:30. Mr. Hampton told us we would have to wait an unspecified interval to get a replacement because he had only 8 cars ready and 15 people had reservations from the 3 pm flight that was then due and only after he got the 7 more cars prepped for those folks could he attend to our needs. I told him we were already customers and shouldn’t take a back seat to reservations but he persisted and finally sent us off to another (Enterprise) location.

I would like a response to this complaint including specifically whether Mr. Hampton followed company policy in how existing customers are treated vs. pending customers. Thank you.

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EnterpriseCares November 9, 2016 at 12:56 pm

Tony Codella,
We’ve noted your comments and we would like to have the opportunity to look into this for you. Please send us a detailed email to care at enterprise.com include the exact rental location, your contact telephone number, your rental agreement or reservation numbers and any further information regarding your experience with us.
When emailing, please list Reference Number 161109-002744 in the subject line. We look forward to hearing from you.
Regards,
Carol H.
Social Monitoring

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Barry Rabinowitch October 31, 2016 at 4:38 pm

I am a customer of National Car Rental and Enterprise Car rentals for the past 39 years. I tried to make a reservation today for November 22 to November 28. They quoted $550 plus taxes. The guy who claimed to be the manager of the branch on Cobb Parkway in Marietta, GA near the Big Chicken was an arrogant wised guy. Tried calling Customer Service to get someone in management with no success. They would send my complaint up the line and someone would get back to me. Experience tells me that would be like waiting for an answer from the “Black Hole In Space”. I don’t like it when some tries to take advantage of me and be a nasty, arrogant, wise jerk to boot. There are other rental agencies who would like my business so, after many years, I am making a change for good. Apparently Enterprise could care less.

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EnterpriseCares November 8, 2016 at 4:06 pm

Hello, Mr. Rabinowitz,
Have you been able to make your reservation for Thanksgiving week? I understand your concern. Our best rates can be found online Rates can get pricey especially as we head into the upcoming Holiday travel season. I assure you they remain competitive as we regularly compare our rates to our competitors to ensure that they remain some of the best in the industry. If you need help making your reservation, our Reservation Specialists are always happy to help you can reach one of our talented team by calling 1-800-736-8222. If we can help out, please email the complete details to care at enterprise.com. We appreciate your feedback and look forward to seeing you soon. – Carol (Reference #161031-004612)

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Jessica Lopez October 25, 2016 at 2:45 pm

Possibly the worse experience I have ever had with a company . I got a rental from a car accident thinking enterprise would be the great company to do business with . It was the worst company and I would never consider it in the future . I will make sure everyone knows by the horrible views I’ll be giving the company all over the Internet . I went to the enterprise store the day of my accident . I was told since I didn’t have a claim number I couldn’t get the Allstate rate but it would be fine when I return it . Since it was more expensive I came back after 2 days to give the claim number . When I came back I was told that it couldn’t be done since the car was already processed . I know that my insurance only pays up to a certain amount so I returned the car because I didn’t want to pay the difference since I was told I couldn’t put the claim number in . I made other arrangement for a few days and had to get a rental again since the repairs was going to take longer than expected .

I got the Allstate rate and figured everything was going great . I was told if there was any issues I would get a call . After a few weeks, I returned the car and was told that Allstate denied the rental day and I was stuck with a car rental over $540 from just the second car. I was beyond angry and frustrated . If I knew the rental would be denied I should have received a phone call from the workers letting me know . I would have returned the rental and made outside arrangements . It was frustrated , angry and the employees didn’t seem to care . I felt like the employees didn’t care because of my ethnicity which is a reflection of the company . It’s a racist company with racist employees . I didn’t have my wallet and he stated it was charged already on the card I had on file . This company is nothing but money crooks when someone is vulnerable . This company don’t know what the definition of “customer service” from what I experience . You guys should be ashamed for steal people’s money and treat customers like ATM machines . We turn to a company hoping to not be mistreated . The company and the employees need to be trained on manors, loyalty and trust . I will make sure everyone sees my online post of this company so they don’t do any business with this company every again .

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EnterpriseCares November 9, 2016 at 12:51 pm

Jessica Lopez,
We’ve noted your comments and we would like to have the opportunity to look into your billing concern for you. Please send us a detailed email to care at enterprise.com include the exact rental location, your contact telephone number, your rental agreement or reservation numbers and any further information regarding your experience with us.
When emailing, please list Reference Number 161109-002700 in the subject line. We look forward to hearing from you.
Regards,
Carol H.
Social Monitoring

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Tammy Copes October 23, 2016 at 5:05 pm

On 10-11-16 I rented a car from the Bedford enterprise. I was having my car repaired at caliber collision. I had great insurance. I have been in the military all over the world and never in my whole life have I dealt with a rental car place where the cars were so filthy. They gave me a nasty , smoked out Impala. The floor mats were very filthy. I expressed my concern to the assistant manager and he offered to put me in a Nissan . It was as dirty and stinted out as the Impala. He acted of no concern. He told me he could not help it if some people were cleaner than others and that his shampoo man was out. My husband and I normally deals with the Enterprise on Airport frwy so they traded the car for a much nicer one as a courtesy. The assistant manager needs to be fired because he needs to know that the customer is always right. He needs to step down because he has no, people skills whatsoever. The car that I was in was sold therefore I had to bring it back in for a trade. I expressed again to the General Manager of the Bedford location. He was very professional and I see why he is the general manager, He made sure I was ok. I returned the vehicle on 10-21-16. and the assistant manager was there. The computers were down things were in chaos. I had to call back today 10-23-16 to make sure that they had refunded me the funds that they held. They had not done that. Because the system was down it should have been a system set up whereas the people that returned cars while computer was down. as soon as it came back up someone should have imputed that information. I guess if I hadn’t called to check my refund would have never been issued. I will tell everyone even caliber collision to never use this particular Enterprise again. I would have been remised if I didn’t write a complaint I was livid, this spoiled my routine for the entire day on my day off. The assistant manager could have given me the same service as the General manager did, without me having to go across town to another Enterprise Rental Car for accommodations.

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EnterpriseCares November 8, 2016 at 4:13 pm

Tammy Copes,
We’ve noted your comments and we would like the opportunity to further discuss this. Please send us a detailed email to care at enterprise.com include the exact rental location, your contact telephone number, your reservation numbers and any further information regarding your experience with us.
When emailing, please list Reference Number 161108-004216 in the subject line. We look forward to hearing from you.
Regards,
Carol H.
Social Monitoring

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Amy October 7, 2016 at 2:23 pm

BE FAR THE WORST RENATL COMPANY !!! NEVER USE Enterprise in KEY WEST FL.. Manager name is Luis Rojas…. I had a reservation for a week, they called and confirmed it, and when I go there, they “decided” to NOT rent me a car, because I asked them for directions to Ft Lauderdale, (which they would not give to me), and they “did not like the way I was talking to them” so they refused me a car, LAUGHED about it, and left me STRANDED in their parking lot, with NO MONEY to get a cab to go over to the airport ( to try and rent a car, so I would not miss my flight! ) AND THE MANAGER LAUGHED ABOUT IT..
I have made SEVERAL complaints to the “esculation” department , even right after it happened, and the complaints go NO WHERE! They take down all yor info. say they are sorry and then NO ONE calls you back – when you call them they now claim ” they do not keep complaints on file” , so you have to fill out a whole new form! I was also given several phone numbers to call Regional Office in FL – and guess what? they are all disconnected!!!!
I guess Enterprise BEST BUSINESS practices are to LEAVE WOMEN STRANDED IN PARKING LOTS, without any cash, and NO CAR to get to the airport in another city to catch a flight home !!!! I guess they think this is acceptable…. Key WEST Airport car rental companies will tell you this happens ALL THE TIME….. Enterprise REFUSES cars to customers, who then have to scramble over the AIRPORT to rent a car…
Enterprises loss is Budget’s gain….because then you are paying a HIGHER price the car, last minute at the Airport ..It could just be a big KEY WEST racket !!!
I made another complaint today at the Esculation dept.. let’s see if Enterprise cares enough about consumers, women being stranded without cars far from home, and that their Key West Location Managers and employees just stand around and laugh about it….

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EnterpriseCares November 8, 2016 at 4:11 pm

Amy,
We’ve noted your comments and we would like the opportunity to further discuss this. Please send us a detailed email to care at enterprise.com include the exact rental location, your contact telephone number, your reservation numbers and any further information regarding your experience with us.
When emailing, please list Reference Number 161108-004199 in the subject line. We look forward to hearing from you.
Regards,
Carol H.
Social Monitoring

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david rich October 6, 2016 at 1:14 pm

was looking to get hired for Colorado area and have dealt with Emily Mcnish on several attempts she is rude ignores calls and emails. I have applied several times and ignored by her I don’t no if she is prejudice or just has a problem with me for whatever reason you have a pueblo co position open that I applied to and the first appointment she did not call emailed and got a response of a family emergency and to reschedule I have had 7 appointments with her since and all have been ignored she does not call nor answer my emails or phone calls I have my emails to show my appointments and my emails to her. I have tried to get contact info for over her with no regards and if this is how you run a business I am glad I did not get hired and been ignored this wont probably be answered you have plenty of other fish on the hook but I for one will never do business with your company I will not ever reapply since their is some kind of problem with your hiring coach and I would not recommend your company you once cared about people and apparently not any more just the old mighty dollar what a shame.

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james fake October 5, 2016 at 4:23 pm

My daughter is having work done on her car at Honda because of a recall. Honda is paying for a car from enterprise. Enterprise needs a $100 down payment to let her rent the car. She is stuck at the dealership because she does not have a credit card. I called to provide my number and they will not except a card over the phone. I was willing to send a photocopy but they still would not except it. I tried everything and corporate could not help. I do a lot of traveling with both business and on pleasure. Do you think I will be using enterprise or an associated car rental company again?????

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Apostle Page October 3, 2016 at 8:42 pm

I am very upset with Enterprise I rent cars from them often and it takes for ever to get a hold released from my card , so this time I used a major credit card and was an additional driver , when I returned thwe car back I was told I could pay it anyhow I wanted except cash. So I paid with my debit card , well the employee printed me out a receit for 180.83 and I got an alert from my credit card company that it posted 207.00. I am so upset and I have tried several times today to get someone to take care of this and no one has , and everytime I call they are busy with other customers, so they don’t want to get the business straight first just make money and still money from customers. I have a serious problem with this . Now I can’t pay my rent because their is not enough on my card to pay because of enterprise, by the time they put it back I will be late.

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Terica September 22, 2016 at 11:28 pm

On 20 May 2016 5:20 P.M. I rented a small cargo van. I did no take it home, I pick it up
21 May around 6:30 A.M. and returned it before 12noon. It was a long line for return and only one person working the return. I was told “if you did not want to wait just put the keys in the night drop box and would take them out before closing.” I did because I had an event to attend. I called 23 May and was told that I would be charged one day. When I received my credit card statement I was charged for three (3) days. I have called to speak to the manager she’s one the phone, not in or in a meeting. They changed workers at that office 23 May. I am a long time rental with Enterprise and this is not fair.

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Miriam Trent September 20, 2016 at 4:19 pm

Miriam 9/20/2016

My husband and I are painting contractors and we live in Arlington, TX. We got a job in New Mexico. My Dad had passed away in So Cal and we were to do the job on the way. We went to the Enterprise office on Division Branch 1093Z and reserved a cargo van to be picked up the next morning at 7:30 a.m 9/12/16 when they opened. We were there on time (about 6 miles from our house) but the van wasn’t. We went home and they called us 1 1/2 hours later. When we got home with the van, we discovered that the lock on the drivers side had been punched out and was not usable. We called to notify them and they said, ” Oh, we forgot to tell you.” Because we got the van for 2 weeks, we put $1040.00 in our checking account to be held until we returned. We ended up coming back to switch to a car for Calif. and turned the van in at 7:31 a.m. 9/19/16. We went to Avis to reserve a car to be picked up 9/20/16 at 5 p.m. Our balance of $668.61 was not returned to our account. I called them and spoke to Amanda who had reserved the van for us and she said Enterprise had refunded the difference. We went to our bank but the money still was not there. We had to take out over-draft insurance (we have NEVER had an overdraft) so we could get the car. I called corporate in St. Louis and spoke to Jeff. He said it is up to our bank. We had gotten several cars from Enterprise before, but NEVER again. We also have 2 charges for $33.76 and $13.93 that were not explained.

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Sheri H September 19, 2016 at 3:46 pm

Corporate Enterprise Rent-a-Car,
My 80-year old mother recently used your Poway, California location to rent a car during the repair of her vehicle. My insurance (AAA) assured me that this would be covered and my mother’s insurance had coverage for other vehicles, so I told her she did not need further insurance since she only drive to the store and home. She said the male front counter clerk told her she better get the insurance and she would be in trouble if she got a scratch on the car, etc. She said he scared her and she felt like he would not rent her a car unless she signed.
When she dropped off the car, she disputed this charge ($179) and was told they would look into it. They did not follow-up and just put the charge on the account. Recently when my mother was hospitalized and I was reviewing her accounts to pay I noticed the charge and checked with AAA insurance who said they paid. I was told the story can called the Poway office who has so far refused to provide me any documentation and even gave me a wrong e-mail.
My mother is on a fixed income and this abuse of an elder should not be tolerated by your company. I have used you before as Poway Collision refers to this office, but if this abusive behavior is tolerated by your company I plan to let them, my insurance, and friends know that Enterprise supports elder abuse, fraud, concealment, and poor customer service.
Hope to hear from your office soon.

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AnaFentress September 13, 2016 at 3:31 pm

DEAR ENTERPRISE I visited your branch today in Omaha Nebraska on Harney St at 5:30 today i received a voice message from one of your employees by the name of Stephanie she asked me to bring a car in today to switch for a new car today because i had the car for 7 weeks and 2 days and that it needed an oil change remind you i paid for tomorrow and Thursday she ended my contract refunded me for my extended time and told me i had to repay for the time that was already taken off my card because my contract ended when she ended it today and that it would be refunded to my card in 48 hours i told her she did not inform me that that would happen nor did she care she suggested i get my own car and shrugged her shoulders she went on to say after i said i assure i will pay tomorrow as i have done so for 4 months now i have five children under eight years old im a single mother and i depended on that transportation to get my son to his echogram appointment tomorrow and to work for myself and children she didnt know all of the stress she put on me and how i was going to do everything or anything for that matter she told me there wss nothing she could do or going to do as a loyal customer i should have been able to atleast go and get the money to put on my card she said everyone says that they will but they dont for me to have consistently rented from your company for 4 months i would think some kind of gratitude could have been shown NO NONE WHAT SO EVER I am a loyal customer and have been for sometime she treated me like my customer service was not at all appreciated and i feel really uncertain about ever receiving services again sincerely, a loyal customer

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Mom of three September 13, 2016 at 11:17 am

I have rented from a few other agencies with far less quality of care to their customers. Enterprise went above and beyond in assisting us throughout our trip. traveling along with young boys from upstate NY to South Carolina and back, the staff at enterprise from pickup to delivery were wonderful, courteous and helpful. In the middle of rush hour outside Richmond VA we got a flat tire, customer service and roadside assistance did everything they could to help ease a stressful situation and get us back on our way. We had to go with a lower rated vehicle until South Carolina but we were able to change back once we arrived at our new destination. Thank you so much for your help!!! Especially Jessica and Sophie in Watertown NY, Jessica from Roadside assistance, MIchael from Richmond VA airport (calling all over to find us another four door vehicle so I was able to keep the kids calm), Ashley and Drew from Greer SC. Kudos to all of you!!!!

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Brian Dunahoo September 2, 2016 at 12:38 pm

I have rented cars hundreds of times, and this place is the worst. They will say they have cars, but for 3 days my reservation was not honored, either no cars or when they had a car some jackhole Logan gave my car away. They don’t care, no customer service skills, poor management, no call back……Lost my business to Hertz. My favorite company=National.
The desk agents Logan and Jesse don’t care and have an attitude problem. Site Manager, Steven Nolan is indifferent and did nothing to resolve my problem. District Manager, Wendy Goshen never called back either. The whole company is terrible from top to bottom. Reservation call center is blind, they say a location has cars, but not true, no cars for 2 days. The local Temple, TX office is clueless. Rent somewhere else….Anywhere else!! Enterprise you lost a 2-3 week rental to Hertz

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Elise August 29, 2016 at 1:51 pm

I don’t know if there has been some major change in Enterprise Corporate Policy or just the location i usually rent from -State Ave- KC, KS but renting lately has not been a pleasant event. Both times I have recently rented- not just me- but everyone in the waiting room were NOT HAPPY for one reason or the other. Many had made reservations online only to come to the location and find no car there. Two gentlemen came ‘cross town to this location for a truck – had made the online reservation -no truck to be had and now close to closing no hope of making it work for them.The managers comment- was it was their fault as they hadn’t called the location directly. (I might also add- when you call the location you are put to the national center anyway. )They were very disgusted. Several people were just now told they needed additional proof and references that they were who they said they were -even if they had rented there before or not. One lady in particular- called multiple times on that day to make sure she was going to get a ride to her car repair center after she dropped off her car. Was assured those several times that there would be NO PROBLEM. She arrived at 3:45 when her appointment was. I came in at 4:30 and she was NOT going to get a ride- this location had left a Friday afternoon with ONLY ONE PERSON there- at 4:30 when this lady was getting noticeably upset-(her car repair center closed at 5 pm) the girl’s response was “we only do that as a service -we don’t have to give rides” the lady then just lost it and I don’t blame her. I caught this poor woman outside and my husband and I gave her that ride to the car repair center -as Enterprise had left her totally ‘in the dust’. This poor woman had rented from this location many times- even purchased an Enterprise Car from the lot in Shawnee- but NO consideration for her established rental record was considered and she was now expendable as a customer. Luckily , my return that evening went without incident but the unhappiness in the room was palpable both when picking up this car and leaving it off.
As this rental location works out best for me- and I have some history stretching over many years- I may really consider using another company- and I am SURE the poor woman left to fend for herself that afternoon will do the same.

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r anderson ceo randersonagency american family ins August 16, 2016 at 5:32 pm

A family owned business in a corporate world ,They say they are a step above when it comes to service. After dealing with this company for over 20 years no more I well do my best to direct all my clients and referrals to hertz a customers driven rental agency who truly puts customers first .Do yourself a favor forward your discontent of all your enterprise rental car horror stories to the world wide web lets go viral.

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Mark P. August 4, 2016 at 3:36 pm

Hello,

I rented a car in Neenah, WI and due to making my reservation on my mobile device I mistakenly chose a standard SUV not noticing that I had to scroll past the trucks to see a full-size SUV was also a category.
Since I needed the space of a full sized SUV it was necessary to find a vehicle in the area. The gentleman working at the Neenah Main St location resolved my issue in good time and we were on our way. I can imagine that following an event the magnitude of the EAA is very taxing on the local employees.
I wanted to post a positive comment since customer service can be a thankless job.
I appreciate the culture at enterprise and I have had many trouble free rentals.

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Deo August 3, 2016 at 6:36 pm

I got a rental on Monday August 1st 2016, I got a crappy service, and a crappy car. I just saw someone returning that same car while I was there, and the Manager ( Jamila) was going to put us in that dirty car without cleaning the car, I am talking about the location in Auburn, WA. while I was driving, I broke into hives, that’s how nasty that car was, what happen to professionalism and good customer service, it’s sad to see that these words has no value for Enterprise. I called them on the 2nd again to rent a car for the 3rd. I was assured that the car will be ready for pick up on the morning of the 3rd, but when my fiancé got there, he had to go thru an uneducated and unprofessional Manager again, who don’t know the polices of the company she works for, what a joke. I was so frustrated. she never told me that I had to be there to pick the car, what she told me on the 2nd, that it’s ok for my fiancé to pick the car. I am so done with this location. I think the CEO needs to in the as an Undercover Boss to figure out what is going on with these stores, I bet they don’t care.

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Jerry Stelse July 31, 2016 at 6:26 pm

Joe,
I got my credit card statement today and to my surprise and extreme
disappointment there wasn’t a credit to my account. I am sick of being lied
to. I will take this up with someone higher up to get this resolved NOW!
This is ridiculous.

Jerry

—–Original Message—–
From: Jambrone, Joseph P
Sent: Wednesday, June 29, 2016 3:27 PM
To: Jerry Stelse
Subject: RE: Enterprise

Jerry,

I followed up with the accounting department, it appears last time when they
told me they issued the refund it did not happen. I apologize, I followed-up
with the controller of Wisconsin and filled him in on how this was supposed
to have happened and that you have waited well over a month. He assured me
that it was processed today. Which means you will see it by Monday. Again my
apologies have a good day.

Thanks,
Joe

Joe Jambrone

Area Manager
Enterprise
Area 44A

Cell-847.220.1612

joseph.p.jambrone at ehi.com

Enterprise Holdings
3655 S. 108th St.
Greenfield, WI 53228

enterpriseholdings.com
_______________________________________
From: Jerry Stelse [jjstelse at jefnet.com]
Sent: Tuesday, June 28, 2016 07:35 PM
To: Jambrone, Joseph P
Subject: Re: Enterprise

Dear Mr. Jambrone,

I left you a message yesterday Monday, June 28th @ 6:10 PM regarding the
$49.00 (see below). I received my credit card statement yesterday and to my
surprise there WASN’T any refund credit to my account. I was hoping to get
a return message from you today. Maybe you’re on vacation again? Please
give me a phone number of your supervisor so we can “make this right” (your
words). This has been going on too long and I’ve been more than patient.

Jerry J Stelse

—–Original Message—–
From: Jambrone, Joseph P
Sent: Wednesday, June 01, 2016 10:16 AM
To: jjstelse at efnet.com
Subject: Enterprise

Mr. Stelse,

I left you another voice mail letting you know that I took care of that
$49.00, it looks like we missed each other a few times. I wanted to send
another follow up email because after 6:00pm this is the best way to reach
me. I apologize for the delay as after I left my last voicemail I have been
on vacation. Please let me know if you need anything else now or moving
forward.
Take care,
Joe

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Kimley Johnson July 29, 2016 at 2:28 pm

I made an online reservation for a car today (07/29/16), to be picked up at your Homewood/Glenwood,IL location at noon. When I arrived to pick up the car I reserved, I was told that there are no cars available, and that one should be available around 1pm. When I returned again, I was then told that there would be no cars available for HOURS. However, I watched as two other customers were placed in cars as I was leaving the second time. I called the Escalations department of customer service, only to be told that reservations were overbooked, and “I’m sorry.” As a regular customer and Enterprise Plus member, this is UNACCEPTABLE. I had business that I needed to take care of around the time of my reservation, and I needed a car; otherwise, I would not have taken the time to make a reservation for a car at that time, not HOURS later. I do not understand why my reservation was accepted for today, if there were no cars available. What is the point of overbooking reservations? And what is the point of taking reservations if Enterprise makes no effort to honor them?

This is the latest in a list of problems I have had with Enterprise. I regularly rented from Enterprise for years because of the value, and the close proximity of the locations to my home. I have accumulated points that I had planned to use, now I feel that the points are worthless, because I never plan to rent from Enterprise again. This was the last straw.

I have forgiven and overlooked many issues in the past – charging incorrect credit cards, being actually charged when I was told that only a hold would be placed, etc. Now overbooking reservations. I feel as if Enterprise has no actual concern for their customers. I’ll go out of my way to take my money and business to another rental company.

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Andrew Froehlich July 24, 2016 at 12:27 pm

FAIR CUSTOMER SERVICE ON THE PHONES BUT TERRIBLE ACTUAL SERVICE.
THEIR SERVICE DEPARTMENT LEAVES YOU FEELING LIKE THERE IS NOTHING THAT THEY CAN DO FOR YOU, AND IN MY CASE NOTHING HAS BEEN RESOLVED OR ADDRESSED SATISFACTORILY.

This is the email I received after escalating this issue two days ago. 4 phone calls later i was given no recourse to contact a manager or higher level for resolution. The support team is not given the resources to solve the solution and customers do not receive the requested results.

Enterprise Logo
As promised, here is your confirmation e-mail! A member of our customer service team will be in touch soon. In the meantime, if you need to provide our team with any additional details, feel free to respond to this e-mail. Sincerely, Enterprise Rent-A-Car
Andrew Froehlich – 07/22/2016 07:39 PM

My Jeep got hit by another driver and their insurance arranged a car rental with Enterprise while it’s being fixed. The rental was promised to be for an SUV, like my Jeep is. When I brought my Jeep to the shop in Thornton, CO, yesterday, Enterprise at the service desk there had a little Chevrolet Sonic for me- they ran out of SUVs and assured me they would find a location that had a SUV to trade with me since my reservation was for a SUV, that’s what I requested, not a little car. The Longmont, CO location said they had one after 3pm today that I could get. I called at 3pm and the Longmont location had no record of that conversation nor did they have a reservation for me, nor a SUV available. I called a couple of other locations and the location at Denver International Airport said they had one, reserved it for me, gave me a confirmation number. I drove all the way out there- over an hour and a half to get there in traffic and the Enterprise there had no cars at all, let alone a SUV. I am furious. I reserved a SUV, had a confirmed reservation starting yesterday (Thursday July 21) and was promised that this would be fixed today. Enterprise failed to follow through on the promises and reservations I have made. Additionally, this has cost me a lot of time and gas money. I have been inconvenienced repeatedly for 2 days now and this still has not been rectified. This is terrible customer service and Enterprise is being paid fully by the insurance of the person who hit me. I should not be inconvenienced like this and should not be having to spend an excessive amount of time and gas trying to get the correct vehicle. I have to have the rental for another week at least while my 2016 Jeep Cherokee is being repaired and I want and need the SUV I reserved, and without inconveniencing me to no end.
Copyright © 2014 Enterprise Rent A Car

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David Doidge July 24, 2016 at 8:29 am

To whom it may concern.
I live in Bermuda and I had a reservation from the14th of July until the 21st of July 2016. To pick and drop off at Boston Logan International Airport. My confirmation # was 1121455973. I was sent a reminder on the 13th. When I get to Boston and go to the Enterprise counter I am told that you no longer rent to people holding a Bermuda driver’s licence as Mass. law prohibits it. I had rented a vehicle only two months prior to this from Boston ,and over the years I have rented many times and spent thousands of dollars at Enterprise. I was dumb founded as I now had no car. I asked why wasn’t I informed of this new policy before I get to the counter ready to pick up. I was given no response. I called customer service on the 15th of July reference # 24553447 but have had no response.
I went to the Hertz counter and told them of my dilemma and they have never heard of such and were happy to provide me with a vehicle. Guess who will be getting my business the next trip, which will be in October.
I feel this is an appalling way to treat your customers and I would like some explanation as to why this happened.
Bermuda is a very small place with 70,000 residents , however , we travel world wide and let me assure news travels quickly, particularly bad news.
David Doidge

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Jamie Workman July 20, 2016 at 2:53 pm

To whom it may concern,
This complain actually comes from my boyfriend who is travelling for work today and therefore cannot take the time to deal with the absolutely TERRIBLE customer service he received today from the Enterprise location at the Scottsdale Air Park in Arizona. Yesterday he took his car into the dealership for regular maintenance and was informed there was a recall on the car and agreed to leave the car with the dealer to have the recall addressed. He was sent to Enterprise to get a car and as he would only have the car for a few hours chose not to get the insurance. Today he discovered he was in fact charged for insurance. After his plane landed today he called the location to have the amount returned as it was charged in error. He spoke with the manager named PAUL and he was incredibly rude to him. He told my boyfriend that he ‘would LOVE it if he came down to the office to talk’ and that he’d return the money that HIS team charged in error ‘since it’s so important’ to him. I have rented from Enterprise a few times and always had fairly good service but I will absolutely never work with Enterprise again. If this is the way the company trains its people-especially its management-to treat its customers than this is a company I want absolutely nothing to do with and will never support again.

I recommend to absolutely anyone that reads this to never work with Enterprise if it can be avoided. This team made an error-which did not have to become a huge issue. However, as PAUL does not understand his role as a customer service manager and the importance of treating individuals with respect he has lost two customers-permanently.

-Jamie W

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Keith Gilmore July 18, 2016 at 6:47 pm

Ref#4HLX63
July 18, 2016

This letter is to inform you of an extremely bad customer service experience that I had with Enterprise, in hopes that other Enterprise customers don’t encounter a similar fate. Sorry for the delay in my actions, but I had a few medical matters to attend to before I was able to complete this letter.

Due to my car being in the shop for repairs, I chose to rent a car from Enterprise. I picked the car up from the Enterprise location at 6790 Mt. Zion Blvd., Morrow, GA on May 21, 2016. On June 13, 2016, on or about 3:30pm the Ford Explorer that I had rented from Enterprise, broke down as I was driving in downtown Atlanta during heavy rush hour traffic. The vehicles malfunction placing my passenger and I in immediate danger because I was, again, in the middle of heavy traffic. Despite the vehicle’s sputtering and severe loss of power I was able to coast it to the nearest Enterprise office, located at 303 Courtland St. NE, Atlanta, GA, all while in the midst of heavy, downtown traffic.

It was when I arrived at the Courtland St. Enterprise location that my situation got extremely worse. When I arrived at the service desk, I observed three Enterprise associates engaged in a seemingly personal conversation. Neither of them greeted me or asked if they could help. Instead, I had to ask for help in order to get their attention. After beginning to explain my ordeal with an associate, the manager abruptly intervened and rudely told me, “ you need to have the car towed to the airport “ (Hartsfield-Jackson International Airport). Her tone toward me was extremely disdainful and dismissive as she further explained that nothing could be done to help me at that location. I explained again that I was headed to an appointment and the car stop working and all I need is a car and I will leave. I then was told by the manager that, we have no cars and you need to tow the car you have to the airport. I asked, why do I have to tow an Enterprise car from a Enterprise location to the airport to another Enterprise location? She replied, because you rented the car and it was in your possession when it broke down. So your responsible for having it towed to the airport. I didn’t understand so I asked her to repeat it to me again. The manager actually laughed at me and mocked my predicament with the other Enterprise associates. So I said, that doesn’t make since to me if I’m standing in a Enterprise rental location that I can’t get a replacement car or why should I have to have the car towed to the airport in order for me to get one.

In the midst of our conversation she (the manager) even began strangely clapping her hands at me in a disrespectful manner and asking, “What do you want me to do?” I interpreted her behavior as an indication that I had become a nuisance to her.
I asked her to, do not clap your hands at me and that what and how she (the manager) was acting was very unprofessional. I also let her know, that I wasn’t that guy. I was only trying to get her assistance, and trying to understand why Enterprise wasn’t able to help me since the car was an Enterprise vehicle that had given me trouble.

Upon realizing she wasn’t able to help me and wasn’t going to help me, I contacted the office where the car was rented from, which happened to be the Enterprise at 6790 Mount Zion Blvd., Morrow, GA. They informed me that I needed to have the car towed to the Enterprise location at the airport (Hartsfield-Jackson International airport). I objected and I asked, why should I be inconvenience? I have business plans that I was en route to when the car, malfunction and I still needed to make my appointment. The Enterprise associate at the Morrow office said in response to my objections to have the car towed: “What? Do you want me to do, get in a car and drive it from here to you, downtown Atlanta?” I said yes, that would be great. His replied was, I can’t do that. I then asked to speak with a manager.

The phone was passed over to a female associate that didn’t identify herself as a manager when I asked, but during our conversation when used an expletive word, but not toward her. She responded by saying, I didn’t need to curse at her. I told her that I wasn’t cursing at her; that I was upset, frustrated and I’m just trying to get this car issue resolved. She was still a little bothered by her response and said, you didn’t need and you will not speak to me in that manner. Her tone was very dismissive so I responded by saying, maybe I need to speak to speak with someone who can help me. With out a response she then hung up the phone on me. I was very upset, but I refused to call.

My next step was to contact roadside assistance – the number of which I found on the back of my Enterprise contract. Upon contacting roadside assistance and explaining my predicament, the roadside assistance representative, I was informed that she would document my experience and relay it to the proper Enterprise officials.

Roadside assistance then contacted a towing service, which happened to be Triple A and I just happen to be a member. I was asked if I was alone, I told the roadside assistance agent that I had a passenger with me. And she asked would your passenger accompany me to the airport, and I said yes. She said, “no problem, we’ll make it happen.” She told me a towing service would be there in a hour.
I went back inside to face the rude Enterprise manager to inform her that, roadside assistance was on the way to tow the vehicle from the lot. She said “fine.” About five (5) minutes later, an Enterprise associate told me to move the vehicle into a parking space. I told her I wasn’t sure if it was going to be abled to move because it had broken down. However, I was able to move it into a parking space.

As we sat and waited, we were informed that the Enterprise office was set to close for business and that we would need to remove the car from its property. My response was that we needed to remain on the property because that’s where roadside assistance would pick up the vehicle and why do we need to move.
The Enterprise associate said he was told by the manager to tell us to move the car off the property because they were closing. I repeated that the tow truck is coming to the Enterprise location to tow the car. The Enterprise associate said, he would ask the manager to allow us to park the vehicle in a space where her personal vehicle was located parked just outside the gate. That space would have allowed us to still be on the property and within view of the towing service. The manager refused to let us park the car in the space, but instead instructed the Enterprise associate to tell us to park in the parking lot on the corner and to tell us they would be locking the gate in five (5) minutes. At this point my passenger started to feel very uncomfortable.

So we complied by parking in the private lot. We felt that her request was another example of her insensitive and awful customer service approach. Right after we got the car to moving and into the private lot next to Enterprise, the manager came out and drove off. The gate was locked and we were now left with out any support from the Cortland St. location and unsafe in the parking lot.

Overall, the entire ordeal from the time that the car broke down until I finally received another car took no less than five hours! Afterward, I was exasperated and deeply disturbed by how I was treated, particularly by the Enterprise managers at the Courtland street and the Mount Zion Blvd. locations.

Enterprise is a world-renowned organization, which prides itself on high quality customer service and treating the customers like family. But that wasn’t what I received. Instead, I was mocked, sorely inconvenienced, and my life put in danger by a malfunctioning vehicle. Moreover, I missed my business engagement and for me, as a businessman, it’s critical for me not to miss any appointments.

I deserve better. I’ve been renting from Enterprise for years, and expect the company to stand by its slogan: “Pick Enterprise. We’ll pick you up.” As a business owner myself, I understand the importance of customer service and customer satisfaction, as do you and your organization. As a person who trained customer service associates and is now, in the business of service, I’m appalled. That manager at the Courtland St and the some of the others at the Mt Zion Blvd. location was out of order and they are not the type of people I would want representing my company.

Finally, I am considering sharing my Enterprise experience through social media with my hundreds of thousands of contacts, friends, family and followers.

I hope you will take prompt and necessary action for the solution of this problem and I would like for someone to contact me ASAP. I look forward to hearing your response. Email: trucolorcat at comcast.net Phone: 404-925-XXX.

Sincerely,
Keith Gilmore
Very unsatisfied customer

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Keith Gilmore August 1, 2016 at 11:17 am

update

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Keith Gilmore August 11, 2016 at 2:31 pm

Still waiting for a reply from management.

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Rose July 15, 2016 at 10:53 am

I have rented from Enterprise for many years. Until this week, I have had very good customer service. I just had a horrible experience and am sending an express mail letter to your executive staff at corporate headquarters.

My car was damaged in an airport valet parking lot and I needed to have it repaired. I arranged to have the repairs done and the insurance agent made a reservations for me for a mid-sized car (Confirmation # 1121570572) a week before I brought the car in. I reserved a full size car and was told to call the local office an hour before I needed to be picked up.

The day before I brought the car in, I called the local Enterprise office to let them know when I needed to be picked up. I was told to call the time I needed the car. I called the local office an hour before I was bringing the car and they told me that they would pick me up as soon as I called. I relied on that information. I have a very busy schedule with not a lot of slack in my day.

When I got my car in, I called the Enterprise office and was told there would be a 20-30 minute wait before someone could get me. I had planned my day based on the information I was given and this delay was unacceptable. The folks at the car repair shop drove me to the rental shop. When I got there, there were NO sedans at all, only SUV’s and trucks. Parking is tight where I live and I was not comfortable driving either of these types of vehicles. Plus, I had clearly reserved a full-sized car a week before and had called the day before to confirm.

The person at the local Enterprise lot, told me that he might have a sedan the next morning. I told him I wanted someone to pick me up at my house at 7:30 a.m. the next morning. I specifically told him I had a conference call at 8:30 a.m. and had to be back for that call. He promised me that someone would be there at 7:30 a.m. (I was already inconvenienced by not receiving a car on the date that I had requested one.)

At 7:30 a.m. the next morning no one arrived. I called the local office and they said someone was on the way and in my neighborhood. 15-20 minutes went by and no one arrived. I called to cancel the vehicle. The man arrived at 8 a.m.–a half an hour late. I sent him away because first, I had canceled the vehicle, and secondly, I had a business call and the timing just would not have worked.

I found out that one of the Enterprise employees was even more unprofessional and want to bring this to the attention of your senior management. I was astounded by the level of poor customer service.

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D Merrill July 14, 2016 at 1:18 am

Same old, same old. Needed help from Toronto Pearson airport desk – number 416-798-1465 – but no one picked up after two days trying. Given two other wrong numbers to contact from the 800 “Customer Service” phone number, (905-676-4000 & 416-674-17540), of course to no avail. 2512 Yonge St. office even had difficulty getting through to airport. Assistant Manager at Yonge was delightful, delightfully apologized, delightfully sent an email to the airport office and delightfully sent me on my way with an apology. Oh yes, she explained why those two numbers were given to me, good reasons, but as they say, a reason is the same as an excuse. Customer Service Supervisor on phone was also delightful, listened, but did not really care and sent me on my way without provding any explanation or compensation for my problems, which were small and not that costl;y but the point is they really don’t care about customer service or they would do some little thing to make you want to come back or recommend them. Not so. Hope corporate takes this seriously because they need help down below and with satisfying the little people.

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Mike Fozounmayeh July 13, 2016 at 10:12 am

On July 11, 20016, my wife and I showed up at the Enterprise Rent-A-Car office located at 2821 El Camino Real in Redwood City CA. I have used this office many times before. Mr. Neal Gossard was a great guy helping me just like how he helped me a week earlier renting a car to me through “COSTCO TRAVEL PLAN’. On this day, he and I reached on an agreeable car (Sub-Compact Car) and on an agreeable rental cost of $200 for 4 days rental. He, very professionally, somehow matched the price we had from the “BUDGET”.
Since in our previous encounter he waived full tank of gas for us as we were waiting for 20 minutes to get our rental car to get ready a week earlier, I asked if he can do the same for us this time as well, which he graciously agreed on. However, the next day, on July 12, 2016 when we showed up to pick up the car which he had reserved for us under reservation # 4ZT990, the Manager Ms.”Emy Garzaro” didn’t believe me when I mentioned to her that Mr. Neal Gossard which was very professional and an extremely polite employee who had written our reservation the day before, promised us to waive gas upon returning the rental car. The day before Mr. Gossard gave us a better deal than what we had from “The Budget Rent a Car”. Since they had waived full tank of gas for us on our previous reservation, we asked for the same thing again. Apparently Mr. Gossard forgot to document what he promised us on their computer system. The Manager Ms. Emy Garzaro practically made me look like that I am lying, which was causing embarrassment in front of my wife and other employees at that location. After the manager contacted Mr. Gossard, she than was saying that Mr. Gossard had only offered me 1/4 tank of gas, which was totally false. Even when I asked them to document that on my paperwork, then assistant manager Alice Poon, was telling me that my voice was loud and she can’t help me if I was loud. At that time I decided to cancel our contract. Ms. Poon was acting unprofessionally and jumped into the car and took the key out of the ignition, possibly thinking we were going to steal their car. The Manager ” Ms. Garzaro” mentioned to me that she had put in their computer that they never again would rent a car to me. Maybe she and her assistant didn’t like how I looked or didn’t like my ethnicity or my accent. They acted quite discriminatory, by telling me that they wouldn’t rent a car to me ever again. All I was asking from them was to write on my contract, what I was promised to get. I had filed a complaint with the Enterprise Corporation by phone through Ms. TANAKA on July 12, 2016 at 3:10 PM. I will call Mr. Chad Iken the regional Vice President of the Enterprise for our region. I also will file with the Better Business Bureau. If I have to, I will go all the way to the CEO of the company, Ms. Pamela Nicholson. I am a retired professional person. I am 66 years old and do not need to take that kind of insult from the Manager and her assistant. At this stage, before I escalate my complaint to a legal level. I must receive a written apology from the Manager Ms. Emy Garzaro and the assistant Manager Ms. Poon for their totally unprofessional behavior. I just rented a higher level vehicle ( 2017 Hyundai Sonata ) from BUDGET RENT A CAR in Belmont CA, through “COSTCO PLAN” (Costco Membership # 821285951000), at the same exact price ($200 for 4 days). Without any hassle at all. It is sad that how one so called manager and her behavior behavior can ruin a great past experiences. This experience for me had created a negative outlook towards your entire company.
I encourage people not to do business at “Enterprise Rent A Car” located in Atherton / Redwood City area.
Regard,
Mike M. Fozounmayeh

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Jeniene Benedict July 13, 2016 at 7:38 am

Corp Office – Looking for some help here. Received a vehicle that was neglected of service. Handled the work-around (provided the oil) and the oil is leaking. Need the vehicle picked-up and replaced.

Contact:
jbenedict at lifetouch.com
jeniene.benedict at gmail.com
612-306-XXXX

Posted to Eagan’s Enterprise FB Page at approx 7pm 12Jul2016 as they were closed when I called and there is no option to leave a VM:

Jeniene Benedict RE: Agreement # 508044 505THV Eagan MN
Mo – We left your 1340 Duckwood Dr, Eagan MN location in a Red VW Passat at 6pm Tuesday 12Jul2016. Upon assumption of the vehicle, the Oil Indicator light was ‘on’ and displayed on the dash. I immediately called your office -but you had already closed. I took a pic of the dash (to include dash clock), to demonstrate that the Oil Alert was displayed on the dash and the Clock). We got home, checked the oil, to find it empty. We checked 3 times, and I also have a pic of the dip-stick after the 3rd and final check where you can see a drop of oil on the very tip of the dip stick. I am a little surprised this critical checkpoint got by Enterprise…apparently several times since the oil was not just low, it was dangerously empty. Had the engine seized while in my possession, I’m pretty sure Enterprise would gladly hold me responsible. Would appreciate the consideration of a discount as well as the reimbursement for the oil. Thank you, E. Jeniene Benedict

Posted to Eagan’s Enterprise FB Page at approx 6:30am 13Jul2016 as they are closed, and when I call there is no option to leave a VM:
Jeniene Benedict RE: RE: Agreement # 508044 505THV
MO – Good Morning. I left a post yesterday evening, directly below. I have the receipt for the oil – $30 plus the empty btls of the 2 Qts of Oil for you. Unfortunately, the Passat doesn’t take your run-of-the-mill $2.50-per-qt oil, it requires a special oil (@ $15 per qt) that had my husband driving hither & yon last night to find. But he did and, also refilled/replaced the vehicle’s oil. NOW: The car is leaking oil. We have approx 1/4 cup oil on our Garage Floor (from the Passat). Need this vehicle picked-up and replaced w/a reliable, fully functional and proven recently successful completed-serviced vehicle. What are our next steps?
Thank you. E. Jeniene Benedict

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Briannah July 12, 2016 at 12:10 pm

THE ABSOLUTE WORST EXPERIENCE EVER!!!! I went to rent a vehicle on Saturday and I was planning on paying with my debit card but had my major credit card as well but was not planning on using it(especially with my limit only being $150), I wanted it all on my debit. Now the woman Kristine from the Fall River location said my credit card was declined (expected) so because my credit card was declined I was planning on using my debit anyways but could not because all my utility bills are in someone else’s name (even though if you use your credit card the only proof you need is your ID); so even though I had my credit card with my ID present she could not accept my debit card as payment without a utility bill even though I had my major credit card and the only thing you need for that is your ID… Now she some how still slid my debit card and charged me $231 for a rental even though my security deposit was ever accepted and my reservation was canceled, now this was on Saturday. I didn’t notice that the money was taken because I never even saw her slide my card….not only that my deposit wasn’t even accepted so how could she possibly charge me for a rental…? Anyways, Sunday I realized I was $231 short because my card got declined when I went to use it (got in a huge fight with the clerk then felt dumb when I saw enterprise took my money) so I called their customer service line, the woman I talked to over the phone told me “unfortunately, the Fall River location is closed today but you an have your bank call enterprise and they can release the pending charge over the phone with a confirmation from us saying you did not receive the rental” I was happy with this answer. So I waited until Monday morning to call my bank they said they cannot call enterprise on my behalf I have to be present for them to do that, now this is NOT enterprises fault but my closest bank to me is 45 minutes away… I should not have to waste MY time and gas driving to my bank which is 45 mins away to call enterprise to drop a pending charge, they never should’ve taken the money in the first place. I called the Fall River location again and spoke to the other manager, not Matt, he told me that “unfortunately there is nothing we can do and we’re sorry but they’ve seen this happen a few times before” so I took matters into my own hands. I called their corporate offices and spoke to a woman on the phone for about 20 minutes, she took my name and email and said “somebody will be contacting you very shortly to figure this out and hopefully get your money back today” now this was at 8:30 AM (central time). I never received a call or email. I then called corporate offices again the following day (Tuesday) because I still am $231 out…I spoke to a manager from there and he told me “I’m sorry but the woman gave you the wrong information, it takes a full 3-5 business days for you to receive your money back and because the reservation was on a Saturday they don’t count weekends, you should have your money by Friday.” Now at this point I’m beyond frustrated because I’ve had to call Fall River’s location twice and I also had to call corporate twice to get a f***ing real answer and I’m carless and also out $231. ENTERPRISE IS THE WORST CAR RENTAL EVER, LOOK AT ALL THEIR OTHER REVIEWS!!! IT’S NOT JUST THEIR BRANCHES EITHER IT’S ALSO THEIR CORPORATE OFFICES!!!! I’VE BEEN GETTING THE RUN AROUND FOR DAYS FROM THEM AND IT’S JUST COMPLETELY UNACCEPTABLE! AWFUL CUSTOMER SERVICE!!!!

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Vanda F July 10, 2016 at 4:04 am

I recently rented a car from an Enterprise location in Dublin, Ireland. I live in Canada and the booking was made through the North American customer service number. The rental experience was a nightmare. My friend and I arrived by taxi to pick up the car, only to find that the LOCATION HAD CLOSED DOWN A FEW DAYS BEFORE! We only found out from a passerby – there was no notice on the door or anything! Long story short – four hours and multiple phone calls later, we finally found out there was a new location and we got our car. The manager was apologetic and offered to reimburse some of my cab fares and gas for the car. This was far less than I felt I deserved (which was a free days rental) but we didn’t want to waste any more precious time. I called US Customet Service when I returned to persue this further but I’m still waiting for a return call after 5 days. I won’t give up though and plan to call head office next week. Apparently Enterprise is advertising heavily on TV in the UK and promoting its “US style customer service.” What a joke, they don’t even know how to put a sign on the door! I’ll be telling everyone I know to avoid Enterprise and commenting about my experience wherever I can on the Internet.

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jim brown July 6, 2016 at 9:14 pm

I am not writing to complain, i am just looking for a little assistance. I am a native of West Virginia, from the Elkview/Clendinen area. I currently reside in Boone NC for the past 25years. As you are aware WV was hit with epic flooding a week ago and one of the hardest hit areas was the Elkview/Clendinen community. I am working with a group from my church and we have adopted five families with school age children, and plan to bring them to Boone Aug 12th – 14th, and allow them to enjoy a weekend in the mountains on a mini vacation, as well as send them home with clothing and a monetary donation to help them get back on their feet. So far we have been able to secure housing for the weekend, clothing for all the family members, meals while they are hear, entrance to amusements etc, and have done this without spend any of the money we have raised. This will allow us to send each family home with a nice donation to help them get back on their feet.

My only struggle at this time is transportation, I have tried contacting your offices in Charleston, but have not been able to get anyone in a mgt position to return my call. We need to rent two 15 passenger vans for that weekend, and were in hopes that Enterprise could do that at some kind of discount. Again our hope is to be able to not only give these guys a break and get them some basic clothing but to put as much money in their pocket as possible.

Who can i speak with about this?

I appreciate your time and consideration.

Regards

Jim Brown

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S. Smith July 1, 2016 at 12:40 am

My family usually rents exclusively with Enterprise. We are members of the Enterprise Emerald Club, yet the most recent experience was horrible. Not only that, I had just completed another rental, three days earlier with no issues and with the same customer representative, at the same location.
We showed up before the rental location opened because we had plans for the day. We reserved a 15-passenger van, but when the credit card was declined, we let the agent know that we would be outside speaking with the credit card company and would return as soon as the issue was resolved. During the discussion with the credit card company, I made sure the agent knew that we were still on property resolving the issue.
We went back into the office once we had resolution and stood back in line, after having let the agent (Kevin) know that we were ready to complete the contract. Meanwhile, the other agent, also named Kevin, told one of the workers to use the vehicle that we reserved to go pick up customers. The agent working with us, let Kevin know what happened but he told the worker to make the run anyway. Keep in mind, that the other Kevin was told the credit card issue had been resolved, and he relayed that information to the other Kevin, but he did not make an adjustment to his instructions to take the van and pick up other customers. Another worker told me that he believed the driver was going to have tires checked before releasing it to us; however, later he discovered that the van was taken to make a pick up run and could not understand why we were made to wait.
I asked the other agent, who was not working with us, why he used a reserved van whose renters were present on site, to go make runs to pick up other customers? Especially when we arrived prior to the start of the business day. He told me that he did not have any other option, although an 8-passenger van was on the property and the driver was going to pick up only 5 customers. I explained the ridiculousness of his decision and he became upset as well and proceeded to share my issue with the other customers about how our credit card was declined and so he felt that the van was up for grabs. However, the agent who was working with us, had completed a contract with us and was also waiting for the van to return. He looked as puzzled as we did. I then asked if he, the other Kevin (not our agent) could call another location to see if there was a van available somewhere else, and he proceeded to print out addresses and phone numbers of other locations and told me to make that call.
My husband and I each contacted Customer Service to log separate complaints and were told someone from the corporate office would be in contact with us; however, the visit to Enterprise was June 25, and as of June 30, we have not been contacted with any type of resolution from the Corporate Office.
Enterprise prides itself on being the company that will pick you up, but they have no “slogan” or plan for customers who are standing in the office. It was quite upsetting that they were willing to ensure the satisfaction of others were addressed, but felt that because we had a credit card issue, we would not be able to resolve it. The lead agent, Kevin, was not only rude and disrespectful to us, but he ignored the information he received from his co-worker Kevin when informed that our situation had been resolved and he completed a contract for our rental. We were left practically stranded without the 15-passenger van, inconvenienced for two hours, and ignored by the corporate office.
Pamela Nicholson has a lot to do and should go on Undercover Boss to see what actually happens at the Main Street Hesperia, California location, paying close attention to suit-wearing Kevin because it is obvious to me that Ms. Nicholson, Kevin, and the other corporate executives are oblivious to the day-to-day operations of this location and the way they devalue customers. I will NEVER rent another car from Enterprise car rentals and I am seriously contemplating my next used car purchase from Enterprise Car Sales. I have purchased 4 cars from Enterprise Car Sales, including the one I am currently driving. I do not appreciate the service I received, being ignored, and having to write a complaint of this magnitude after having been told I would have resolution within 48 hours. Enterprise is such a disappointment.

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Valerie Williams June 27, 2016 at 10:37 pm

I have never had any problems with enterprise until this past weekend, I rented a minivan to go on a family vacation and when I got there no vans at all not even a suv. I had to wait and try to call around to find other means of transportation after waiting over an hour long I got ready to leave and there was a van pulling up, they so called said they didn’t know the van was coming in because the person that rented the van kept it for over 2 months. After I walked out and seen the van and asked about it they gave me the van after washing it. I took the van got 30 mins down the road and had to stop cause the tire was almost flat, every morning for 4 days had to put air in the tire. Finally the fourth day I returned the van with extra ⛽, I told them about the tire they told me it was nothing that they could do because there was no light on in the van regarding the air in the tires, finally I walk back out the rental place and told my daughter and finally was given a card from the so called manager stating the next rental would be 15% off. Everyone at the enterprise in Deerfield Florida east of Hilsboro had attitudes and I don’t think I would ever go there again. I know next time to stick to what I’m used to reading reviews before booking.

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maureen bennett June 26, 2016 at 11:31 pm

had reservation for mini-van (6 of us traveling)at the store in Niceville/Valpariso FL. It has hours til 6pm. I was there at 5:15pm on Thursday June 23,2016.When I gave her my name she replied –“oh I was going to call you at 5:30pm!! We don’t have a car for you… One was supposed to be back at 12noon but not back yet” Her reason was –a teacher has it ??? What does that have to do with it ??? She said she tried center at airport but they had none either. We could have 2 sedans though!!!! We were a family traveling TOGETHER !!!!!! We had to go to airport and luckily we were able to get the minivan we wanted from Dollar. But of course the price was much higher !!!!! We had always used Enterprise before but never again.We first tried the Avis/ Budget counter at airport but they were all reserved for the entire season. But after hearing our story, the rep from the Avis counter personally took us to Hertz/Dollar counter and helped us get the minivan we needed.

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Judi Bowes June 24, 2016 at 3:39 pm

I am writing to you today regarding a very negative experience I had with a manager located at 3400 5th Avenue South, St. Petersburg FL. My reservation was #1908634895.

My prior experiences with Enterprise have always been positive. However, rentals have always been made from Tampa Airport. This was my first experience with this particular satellite location, and absolutely my last. My husband and I on several occasions rented from you when in Florida, and our first year as Snowbirds, in 2010, rented a car for the entire season. My married children, nieces and nephews have always used Enterprise also.

Three weeks ago, my mother who resides in St. Pete, became very ill with heart issues, was hospitalized and subsequently passed away 5 days ago. I flew down before her passing,however realized that my NH license was going to expire while I was down in Florida. One day before flying I went to the NH registry to renew my license. I received a new updated temporary license which they attached to the one that was due to expire. New and renewed Licenses in NH are mailed and no longer are given the day off application. At the time, my only big concern was getting through security at Boston Logan Airport with this type of ID. The registry assured me they would, and they were correct. I never gave a second thought to whether or not a car rental agency would give me grief about my ID. After all if a Division of Homeland Security, a U.S. government agency, would accept my ID, why wouldn’t a car rental agency?

Last evening I went on line and made a reservation for a car for approx. 2 weeks. I needed to pick up several family members from the airport for my mother’s funeral service and later to bring them to the service, and back to the airport. When I got to the counter, the gentleman assisting me alerted me to the fact that I did not have a valid license and therefore I could not rent a car. I then asked to speak to the manager. I explained to him my situation and the need for a rental car. All he said to me was that this was his policy and he would not process my car rental. There was absolutely no swaying “from his policy”, along with the fact that there was no compassion for the situation at hand, along withe fact that he was extremely arrogant.

I understand that policies have to be set in place in order to run a business. My husband owned his own business prior to retirement. However in a situation such as this, death of a family member, and my unmitigating circumstances, compassion should set precedent. I might also add, that in my 40+ Years of driving I have never as much as had a speeding ticket.

I conclude with this: I may be just one more small dissatisfied customer in a pool of millions that you do business with on a daily basis, and it may not matter to you that I will never rent another car from your organization again and hope that my family members will also bypass Enterprise in the future. However, from reading the many complaints from dissatisfied customers, you may want to rethink some of your policies.

I also want to add, that when I left this particular Enterprise location, and went to HERTZ just a few blocks away, they were happy to assist me and rent a car to me. Guess who gets my business in the future.

Judi B.

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Amy Palmer June 23, 2016 at 1:31 pm

I have had both the worst and best experiances with Enterprise, but the bottom line is who you dealing with. BEWARE of the the Monroe, CT office. Maxie, (a woman), the main person there is rude, disrespectful, totally dismissive and really couldn’t be bothered trying to help with a situation. I have rented at least 10 – 15 automobiles from that location over the years, but this will be the last time EVER! Our vacation was totally ruined. MAKE SURE you completely lay out the details of anything other than a one-person rental. I am following up this compliant with a formal one to Enterprise headquarters.
Good Luck.

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Sandra Lee June 22, 2016 at 9:25 am

Beware of Enterprise in North Providence RI, I rented a truck from the North Providence Enterprise branch for a few weeks. When it was time to return the truck my son and husband met with the Enterprise employee who was assigned to pick up the truck that evening. Upon inspection there was a small scratch and was agreed by everyone that it wasn’t a deep scratch and could be buffed out. I received a call later that night from Enterprise informing me about the scratch. I told them I wanted to come and take pictures of the scratch, they agreed but, I was told that I would have to wait until a report was completed. A few days went by and I called and spoke with the manager at the N. Providence branch and asked him when I could come view the scratch, he again told me I had to wait until a report was completed before I could come and take pictures of the scratch. I still didn’t hear back so I called again and spoke with a Nicole and she informed me that it was too late the repair to the truck was done and the truck was rented. Nicole was very unprofessional, you could tell she was young and incompetent. I asked to speak with the manger and she told me he was in a meeting but, she would have him call me back, needless to say he never did so I called again. I then received an invoice in the mail for over $2,000.00 with a whole list of repairs that Enterprise wanted me to pay for. I called the damage control dept. that sent me the bill. They first said they would take off the admin. Fees only I did not agree. Damage control then told me to put it through my insurance. I called Enterprise Corp. Office and was told Adam Sena would be able to help me. I explained the situation to Adam but, he wasn’t any more help and said he would accept $1,000.00 and once again he wanted me to put this through my insurance. I asked Adam if he would pay $1,000.00 for a scratch he didn’t see, he could not answer me. I told Adam this was not right how Enterprise is trying to rip people off. Anyone who is in need of renting a vehicle please stay away from Enterprise. On a positive note I did have a very good experience with Hertz on Putnam Pike, Johnston RI exception service!

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Kelly June 22, 2016 at 2:09 am

2390 W. 104th Ave
Thornton, Colorado 80234-3618

This location has the worst management and customer service that you can possible see in any establishment.After the car accident I had in January I decided to rent a car from this stablishment,everything was great the prior manager who is not working there anymore told me to keep the car as long as I need it as long as I had a credit card on file for them to charge the fees.Everuthing was great until I got a call from manager Bella threathing to reposes the car if I didn’t bring the car immediately to rewrite a new contract,I told her that I was working at that time but that I was going to go next day between 6:00 and 6:30 with I did,I was there at 6:13pm. The employees who was going to help me with checking out and rewrite the contract went to inspect the car and found some dents in the top of the car that I couldn’t see it even when he was pointing them to me,I told him that when they gave me the vehicle both times they never inspected the top of the vehicle. Yes they did go around the car but never pointed the top of the vehicle. So how could I know if they where not there before they gave me the vehicle?
They they try to make me sign a report where they wrote they found Suppously dents but they didn’t wrote the part where I told them that the person who gave me the vehicle didn’t inspect the top of the vehicle and that I wasn’t agreeing about the damage. So I asked the employee to rewrite the report and he told me they couldn’t so I asked to speak to the manager and she come they couldn’t make any amendment that I could write it myself if I wanted it witch was exactly what I did.
Then we got to the point to pay the fees the fees come up to over $2,500 witch they tried to charge it to my credit card and my credit card declined due that they though it was a fraudulent transaction,I called them right at the same moment and i got everything figured it out with my bank and they unblocked my card,then the manager in turn Britany told me they couldn’t run it again because the system wouldn’t allow them to do so after 24 hours.And that if I wouldn’t come up with the full Payment right there and then they had to hold the vehicle.i asked Brotany if I could get a ride home and Britany told me neither her or an employee could give me a ride because they were close,that I had to wait outside until my ride come.
So after expending $2,500 plus in their stablishment that company that proud themselves to be THE COMPANY THAT PICK YOU UP, will also drop you off on the street after they got your business!!!
So good luck with that.

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Leslie June 20, 2016 at 3:33 pm

Wow. It sounds like everyone has been mistreated the last few days. I had the same thing happen. I understand there was a recall and that they had to turn in a bunch of cars, but a little courtesy goes a long ways in that case, and they didn’t even let me know. I called an hour ahead of my pickup time to make sure all was good and nobody answered or returned my message, so I headed for the office in high hopes. Debbie called back an hour later and said she was out of the office and these was nobody else to help me, but that she didn’t have a car for me anyway! It would have been fabulous to know that before I took time off of work for nothing! And it kept going downhill from there. Finally, the following day, I got a car, but of less quality than what I had reserved and it was a piece of junk. The stereo hardly worked, and in the past I had always gotten satalite radio, but Debbie didn’t tell me it wasn’t included and didn’t offer that as an add on, so we tried using phones as music but the electronic charging system didn’t work either, so for our 18 hour drive, we were out of luck. Then the windshield broke several times with the slightest touch of sand, I know a person could lie about this, but honestly, there was no reason for that glass to break. When I told Debbie my complaints she was accessively rude and argumentative and then ultimately hung up on me with no resolution. She did tell me that their cars are not warranties and now I’m stuck paying for a new windshield even though I feel it is not my fault due to the horrible quality of the glass. Debbie also said it’s my problem and she won’t help at all! She told me to fight with chevy about it! She is incredibly unprofessional and somebody I will never deal with again. I have always been very pleased with enterprise before, but I will not rent from them again, at least until they get someone in the office who is respectful and willing to help the customers rather than just fight with them all. And I know it’s not just me because she told me when I finally got a car that she had multiple customers fighting with her already. Horrible experience. Stay away from enterprise in Pagosa Springs, CO for a while.

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BMT June 18, 2016 at 10:41 am

BMT – 06/10/2016 05:18 PM
On May 28, 2016 I went to Enterprise to pick up the car that my middle sister (SAT) and I had made reservavaction three weeks in advance to atten our little sister memoral in Arkansas, I had her here with me here in GA, and attened to her every need as CANCER took her from me, as I submit this complaint with tears and pain. I presented the reservation/conformation number (xxxxxx344) only to be told that “there were no cars “. I started with Enterprise back in California years ago, I have never felt so disrespected from a business in my life, the rep after I demanded a car due to the plans attached to this reservation, finally call and got a car miles from the location we had made, because Mableton Pkwy are just five minutes from my home(Austell,GA instead we had to go miles out of our way to ( xxxx Thorton rd Lithia Springs, GA) to pick up this car . This reservation was TIMED with each detail and ETA with the memoral the family planed in Arkansas.

1. We missed our baby sister memoral
2.Received a traffic warning due to stress of time,thank God the officer had sympathy and only gave me a warning notice.
3.Added motel days
4, More car rental days
5.Fees for additional service
6.Miscellaneous

I am requesting compensation. This event added pain on pain for me and my family.

Documents up on request.

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Lillian June 18, 2016 at 10:10 am

I had a terrible experience yesterday at 7:30am at Enterprise in Stalling. NC. I have been dealing with Enterprise for over 25 years. I never had any problems with renting a car until now. And had to have my daughter to come rent the car for me . Thank God she was traveling out of town with me. I even had a reservation and called the day before asking questions about the size and seating of the vehicle. Needless to say I get there 7:30am to travel out of state and was ask to see my bill just before he was going to swipe my card. I was told I could not use that bill because it was pass due ok. So I gave him another bill which was “DUE NOW” NOT PASS DUE. Anthony looked over every detail of my bill and told me he could not use my bill but you just said long as the bill do not not say Pass Due you can use it. So I called my daughter because at this time as I wait for my daughter to come I am calling other rental cars places no one had a vehicle at that moment because I would had just left. I never spent 1.5 in Entrrprise NEVER. Then to top it off I called the Enterprise Withholding to make a complaint young lady was taking up for the empoyee Anthony no empathy of my time or feeling so I asked to spoke with a supervisor she said I am the supervisor. I see CUSTOMER SERVICE IS NOT NUMBER ONE AT ENTERPRISE ANY MORE. WHEN I WALKED IN THAT OFFICE AND SEEN ALL NO PEOPLE THAT WAS A RED FLAG. I had told him the only reason I come to this location since I moved here was because the customer service was good. Well I will wait to hear from Upper Management.

VERY UPSET CUSTOMER

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Kim June 15, 2016 at 12:09 am

I am writing to you in regards to my dealings with both your Atacadero and Paso Robles locations. I called the Atacadero office and was told that I could get a small car today as I had to put my vehicle in the shop for three days. Later that day, Mike the manager called me and told me that I could not have a car and I was pretty much out of luck. I asked him if the Paso Robles location had any and he stated no. I called the Paso Robles location and was told that they did have one and it was the same one that I was told I could have from the Atascadero location. I was told that I could pick it up by 5:00 pm. I made special arrangements for a ride as I am a single female. I got to the Paso Robles location and the gentleman behind the counter asked me right off the bat if my name was Kim. I replied yes. He then stated that his Manager Mike called him and told him about me (whatever that meant). He then proceeded to tell me that he did not have a car for me. I said what do you mean that you don’t have a car for me. He said that Mike told you that we didn’t have anything available. I said that I called the two locations and was told that I did indeed had a car confirmed. He stated that it was a local person that I talked to and that the person that I talked to doesn’t have access to their inventory. This doesn’t make since to me nor did it make me very happy. I am very upset at this point. It seems that the right hand doesn’t communicate with the left hand. This is poor customer service along with poor communication. I felt that my urgency for a car was not their problem. The gentleman in the Paso Robles location also stated that I would never be able to work in this establishment as I didn’t have the patience or understanding which was very insulting to me. He needs to come off his high horse and put himself in the customers shoes. Getting the run around, promises that are not being kept, insulting the customer by stating that they wouldn’t fit in his job position, knowing that the customer needs a car to get to work and back and not caring about it! I think that their customer service really SUCKED!!!!

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B Clark June 14, 2016 at 2:30 pm

Thank you Enterprise for ruining my vacation. I reserved a Mini Van through Expedia a few months ago. Everything seemed to be fine. Expedia said the mini van would be ready on June 14th.

When I went to pick up the van today (June 14th) I was told they had no vans in stock because about a month ago someone with a corporate account needed them for today. They new I was in the system with a reservation but I was told that they tried to get a hold of me to let me know but since I went through Expedia they said they had no way of getting a hold me.

I had them check around to other locations in my area and no other location had a mini van. The options that were presented to me is 1. I could wait until this evening and maybe one will return, no guarantees or 2. they had a Dodge Durango they could rent me, but it would cost me more. I didn’t reserve a Durango I reserved a mini van. I told him that it wouldn’t work because of the room factor.

This isn’t a good option, but I did ask if I could get the same price if I did switch and he couldn’t. So I would have to pay more for a vehicle I didn’t want or need. All though your sales person tried to help, the results were the same, no mini vans anywhere.

To know that you don’t care about the little guy and it’s all about he corporate guy is very discouraging. Thank you very much for screwing me and my family over on our vacation. I guess when someone reserves anything from Enterprise they shouldn’t expect it.

I know this won’t mean much to you, but I will tell everyone I can to avoid Enterprise for the rental car needs, along with National and Alamo, since you own these companies too.

Never been treated like this before, just utterly disgusted with your company. Very horrible company.

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Barb June 13, 2016 at 12:28 pm

I want to tell you what a great help Trish Sallinen from the North Conway, Nh office was to us. i had left my camera in the rental car. I discovered it the next day. I called Trish and she went out of her way and found my camera and sent it to me. That camera had a lot of great memories for my husband and I. We really appreciate what a great employee you have in Trish Sallinen. Thank you.

Barb Mastny

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Jerry June 12, 2016 at 9:45 am

I have rented cars for years from Enterprise and never had ANY major problems. The problems that I’ve read about are NOT the corporations doing it’s the local managements staffs fault, so please don’t bash a great company which gives millions of customers quality service!! I rent from the most professional, courteous office in Winchester , Virginia. And have been completely satisfied for years. If your local manager doesn’t address your complaint satisfactorily contact the district manager that should solve the problem. Enterprise is a great company who will do everything in their power to resolve issues if you are reasonable!

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George OConnor July 11, 2016 at 5:33 pm

Except when Corporate DP uses data that has already been processed. PPP Piss poor procedures.

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Demetria Simmons June 7, 2016 at 12:25 pm

Hello,

I rented a car from Enterprise in Petersburg, VA from 6-3-16 to 6-7-16, reservation number 1809924392COUNT. The gas in the car was not full, the engine was revving up to the 4 going from first to second gear, it was horrible.

As I was driving on 95, in traffic, the car started revving up really bad so I got off the highway, went to a gas station and checked the oil, there was no oil, at all, in the car, the car was so hot I was scared to put oil in it, which means it probably needed antifreeze, as well. I then looked at the messages on the dash and it said oil change required, so not only did the car not have oil, it was due for an oil change. That car should not have been rented to me knowing it needed to be serviced. I had to purchase some oil and put it in the car. Thank goodness I was taught a few things about cars, or else the engine on that car would have blown.

It was the worst car that I have ever rented and I thought Enterprise was the BEST when it comes to rental car agencies.

I was not reimbursed for my oil, nor was any other compensation for lost time, etc., offered. I am very disappointed and working in a school system, I work around a lot of people, who I will let know of this incident with Enterprise.

I would like to be compensated in some kind of way other than being told “Next time I rent a car from Enterprise, if anything happens to the car, take it to the nearest Enterprise and switch it out.” That was ridiculous.

Very unhappy customer,

Demetria Simmons

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Guido Mollo June 6, 2016 at 7:43 pm

To: Enterprise Corporation Staff

I’ m absolutely disappointed by your business practices and utter disregard of even minimum customer service.
On 1 June, 2016 I was given a Confirmed Reservation, in fact # 1809877245, for a medium size car to be picked up at Hickam AFB, Hawaii at 5:00 pm on 3 June.
As I am driving the following day to the the airport in North Carolina with my wife to fly to Honolulu I am called by the Enterprise office in Hawaii to advice me they no longer have any cars. That simple. No reasons, just gone ! No apologies, no attempts for corrective action.

They refused to connect me to the International airport, when we reached them on our own the Enterprise folks there quoted rates almost twice as expensive.
Incredulous of this unprofessional and low handed behavior more appropriate of third world countries than our nation I foolishily called your customer service people.
Again I grossly misjudged your corporate ethos. Either you don’t provide any training or worse yet you don’t follow up with your people.
The first customer service agent curtly ignored me and then hunged up on me. The 2nd sweetly agreed to my complaints but never, and I repeat never, offered an apology.
Yes, a simple apology. A statement of simple regret for the distressed caused by your actions.
No one of you, no one from the top to the lowest member, used that simple word.

I used to think well of you, no longer. You must change.
From now on I will be using you only as a last resort.

Guido Mollo

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Tiffani Ingram June 6, 2016 at 12:23 pm

I am emailing to file a corporate complaint. I am highly dissatisfied with the billing portion of how my rental was handled. On April 17, 2016, I was involved in an automobile accident. This accident was no fault of mine and left me in a situation where a rental car was needed. Enterprise was the rental car company that handled my need at that time. I worked with sales agent Nicole to book the rental with the company. Members Insurance; the insurance company of the person responsible for the accident, specified coverage for a standard size rental as they were taking responsibility for the accident and car rental. When booking with Enterprise, I specified that I wanted to be placed in a larger vehicle. Nicole placed me in a 2015 Jeep Grand Cherokee that I would be scheduled to keep until the repairs on my car were complete. Nicole mentioned at this time that as a result of booking a larger vehicle, that I would be responsible for covering the balance of what the rental car would not cover. I agreed to this and Nicole would call me weekly in reference to covering the balance on my account from this overage amount. Nicole would call me weekly and I would make a payment. On May 16, 2016, Garrison; the branch manager authorized a charge for the amount of $191.58 from my account. This payment was debited to cover a balance that was remaining at the time. Even though this balance needed to be paid for me to remain in the rental, I was not aware that it was going to be automatically drafted out of my account as I had made prior arrangements for Nicole to contact me when payment was needed to authorize the payment over the phone. Garrison was not given permission to authorize my card without my knowledge of it; as I was not informed that this payment would be deducted and was only aware of it once checking my banking statement. When calling Enterprise to ask why this had been done, I spoke with Nicole who I informed of my concern about the fact that this had taken place. Nicole shared with me at the time that it was actually her manager Garrison who authorized the transaction and that she was unsure why he did this without first contacting me in reference to the balance. Not only did I not receive a courtesy call about the payment but there was no mailed, emailed, or text message receipt verifying that a transaction had taken place. On June 3, 2016, I noticed that once again an unauthorized transaction had been made to my account. This time it was in the amount of $365.40. Again, there was no mailed, emailed, or text message receipt verifying that a transaction had taken place and I was only made aware of this once checking my account to see why I was receiving an overdraft report for another bill payment that was scheduled to be drafted out of my account monthly. It wasn’t until calling Enterprise today, Monday, June 6th that I was told that Garrison once again drafted my account without contacting me before this was done. The problem that I have with this most recent draft is that, the collision center responsible for fixing my car was scheduled to pay for this balance in the amount of $365.40 because they were going to take responsibility for the extended time for the rental. Garrison was aware of this and even called me on June 3, 2016 to make me aware of the fact that they have been trying to contact the repair company for payment to no avail. The message Garrison left specified that since they were unable to contact the company, that they in turned charged my card for this balance. Garrison did mention that he attempted to contact this company for 2 weeks but was unable to reach them. I realize that payment was needed, however; I was not once contacted during these 2 weeks that Enterprise attempted to contact the company to be made aware that they were having difficulties getting in touch with them. Had I been aware, I would have worked alongside of Enterprise to make sure this payment was handled. I am highly displeased with the lack of follow through and consideration for me as the customer, for my bank account, and for the fact that I being the victim in this situation has been made to feel at fault in reference to this rental. I have used Enterprise for all of my rentals in the past but will not continue to use your services because of the behavior of one of your branch managers. I am not at all pleased with the measures taken to make sure your customers are satisfied and not happy at the fact that it seems as if it’s about the money and not how to make all customers walk away happy. I would like a response back, not from Mr. Garrison but from someone on a district/corporate level to see what needs to be done to rectify the situation. I am currently down $365.40 from my account for a charge that I should not be responsible for. I look forward to hearing back from you in regards to this matter.

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Judy Wirkkala June 6, 2016 at 12:12 pm

I have rented Enterprise vehicles for employees of the Boeing Company for years and until recently was fairly pleased. I used my debit card for the deposit to rent a vehicle for my son because his vehicle was in the shop and while checking my bank account I found that the Enterprise Rental Car office had debited $87.72 without my authorization. This practice is highly illegal and I am considering a law suit.
The reasoning the employee gave was that they were unable to contact myself or my son (which I don’t understand since our phone numbers were given to them at least three separate times) and that she had left me a message. When I asked what number she left the message at she gave me a number that had been disconnected four years ago and it would have been impossible to leave any message.

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A & Z almalki June 4, 2016 at 12:58 am

I am very disappointed with the recent experience I encountered with the local enterprise. I have been renting at Enterprise for years for business and family trips. I have spent a lot of money over the years. I love to rent from Enterprise but there is an issue with the company that needs to be fixed. I am making this comment in hopes that the issue will be resolved, My husband and I rented in May for a week. we wanted to extend our rental for another week. I was asked for a form of payment. We already had a form of payment on file. I was led to believe that payment would be charged when we returned the rental. Well I just looked at my bank account and Enterprise debited my account on 4 different occasions. I never gave them permission to debit my account. I also received harassing and threatening phone calls from the manager. I could not enjoy my trip and stressing over finishing my business. I really regret renting from Enterprise. I hope Corporate is reading this comment. You need to wake up and fix these issues that are happening to your customers or your company is going to fall from the top spot.

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Marc L. June 3, 2016 at 6:49 pm

I am extremely unhappy with what I’ve gone through with this company and if I don’t start getting answers I will be contacting the BBB. I rented a car last friday for the day going from NY to RI. When going over the car I noticed a large scrape on the LF and LR bumpers. I was told not to worry about it as it was noted. As soon as I left I noticed the RF blinker was out, they didn’t have any bulbs so I went to an auto part store to replace it. Only to find the bulbs were ok so it was so other issue. This delayed my departure and I ended up having to make the trip with no RF blinker. When I get to RI the woman checking in the car asks about the bumper and I tell her it was in that condition when I picked it up and explained the blinker situation to her. I was given a scanned copy of my receipt and that was it. (I also opted for the full coverage). So I was a bit surprised and angry to find a letter at my house today alleging that I had damaged the car and demanding that I fill out an incident report. Upon returning to the rental location (Tarrytown Rd. White Plains, NY) I was simply told not to worry about it since I hadn’t signed anything in RI. I have now been on hold with the “Damage Recovery Unit” for over 1h15m and I will hang up shortly to contact the BBB. This is also after it took them a week to credit back the extra deposit they charged me due to using a debit card. If I hadn’t called about it I bet I’d still be waiting. I have never in my life dealt with such an incompetent company. Your customer service is abhorrent and how dare you accuse a customer of damage in this manner, especially damage that was noted and discussed before pickup. Damage that I have another witness too. If I don’t receive answers in the next 24 hours I will be going to the BBB.

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Amber S June 1, 2016 at 3:25 pm

Hello
I don’t have questions, but I do have several complaints to make. I made a reservations for the downtown Youngstown, Ohio location on May 24th. The reservation was for May 28-May 31st. My pick up time was for 9:00. I called the location exactly at 9:00 to make sure I was bringing the correct information with me. He began to tell me that vehicle I reserve was not at this location and he was calling other branches for a larger vehicle, he also told me he was trying to call me to notify me of this since Wednesday. I verified my phone number over the phone and he said my last digit was in the system incorrectly. I looked at my original reservation and my confirmation and all of my information was correct. When I got to the downtown location, he shown me his computer with the incorrect phone number. This must me a computer error on their website because my info was correct. I was there for at least 20 minutes. He called other branch and they had a 6 passenger Ford Transit, I told him okay, unaware that I had to drive about 20 mins away to get the vehicle from Warren, Ohio. I was upset about this as well. By the time I got to Warren and looked at the vehicle it was already 10 am. The vehicle was fine, however I wasn’t told about the limited space for baggage, so this was also an issue for me traveling with 3 adults including myself and 3 children. I was unable to bring my son’s stroller on the trip. I signed the paperwork at 10:19 am, but my reservations was for 9 am. Because of the lack of communication due to computer error on your end with my phone number I was unable to leave at my planned time. I was very unsatisfied and would like someone to compensate me for all of my inconvenience. I was planning on renting from your company again sometime this year, but if I can’t receive a free rental, I wont be coming back. Whenever I rent vehicles for trips out of town I always go to Enterprise, but this situation was inexcusable.
Thank you and have a nice day
You can reach me by e-mail.
Amber D Sullivan

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Kemitz Mitchell May 31, 2016 at 6:46 pm

I’m very unhappy with the customer service I’ve received,with the fact that I’ve reported my complaint to corporate 3 times and no one has gotten back with me, and I contacted John Campbell(the supervisor of the branch I had my complaint with) and left voice messages and still no response. My girlfriend and I went to Vegas and they tried to take their payment and because I was using my card in Vegas they stopped the payment so I called them and asked if I could pay them when I get back they all told me yes and put it in my notes. They called everyday and also called my cousin (because we were under his family plan) as if they hadn’t talked to me at all. They threaten to report the car stolen after they gave me the ok to come in and pay it when I got back in town. Got back in town I went to work. Got a phone call at 9 in the morning saying if I don’t come by 12 they were going to report the car stolen I was like damn they didn’t even give me time to come to them. I sent my girlfriend to pay for the car and to renew our rental and the manager on duty Joe was very irate with her he didn’t greet her or anything first thing he screamed was take her off the friends and family discount. She told him she came to make a payment and renew the rental. he took the keys from her and told her she couldn’t because she was a unauthorized driver but from my understanding because she’s my domestic partner I didn’t need to put her on. So he had a driver take her home. The other worker in there name Rudy gave her his business card and wrote information on it for if we wanted to rent again, because he knew who I was and that I’m a loyal customer and he told her he didn’t want Joe to put me on the DO NOT RENT LIST. Well when I got off work I called and talk to Joe and I told him no one told me she had to be on there as a authorize driver. He then told me he would see what he could do about trying to get me off the do not rent list. I asked him why did he even put me on there he said because she was an un authorized driver I told him that she was my partner. He told me to call back Monday to see what he could do. I called that Monday and he said it was nothing he could do I felt like he didn’t put any effort into it. I then asked him for his supervisor name and number he told me he couldn’t give me his personal number I asked for his office number he went on to give me enterprise roadside assistance number. I called him back and told him he knew that wasn’t his supervisor number. He became irate with me and told me what I should’ve done. I told him that I had talked to they staff and they ok everything. I told him he had poor customer service. I had to call a enterprise in St. Charles, Mo and I talked to a guy name Mike who gave me his supervisor number. I’ve written down all the times I called to talk to Joe, his supervisor, and customer service. I FEEL LIKE MY COMPLAINT DOESN’T MEAN ANYTHING TO THE COMPANY I SPENT $1300 WITH THE COMPANY AND NO ONE HAS MADE A EFFORT TO CONTACT ME REGARDING THIS MATTER. ITS BEEN A MONTH WORKING ON 2 MONTHS AND STILL NO RESPONSE. IM VERY DISPLEASE WITHT HE SERVICE IM RECEIVING AT ALL ENDS. BECAUSE ENTERPRISE OWNS PRETTY MUCH ALL THE MAJOR RENTAL PLACES HERE IN SAINT LOUIS I CANT RENT A CAR BECAUSE IM ON THE DO NOT RENT LIST. I SPEND A NICE AMOUNT OF MONEY WITH ENTERPRISE AND THEY’VE NEVER HAD A ISSUE WITH ME AND IVE NEVER HAD A PROBLEM WITH THEM TIL NOW. IM BEYOND PISSED WITH THE SERVICE I RECEIVED AND THE FACT THAT NO ONE FROM MANAGEMENT HAS CONTACTED ME. THIS IS A DISGRACE AND IT MAKES MY NAME LOOK BAD CAUSE I CANT RENT FROM NO ONE. I DONT HAVE A MAJOR CREDIT CARD FOR THE OTHER MAJOR RENTAL PLACE HERE. THIS IS DEFAMATION OF CHARACTER

A VERY UNHAPPY CUSTOMER,
KEMITZ

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Janice May 30, 2016 at 11:27 pm

#throw your employees under the bus at enterprise car rental#

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Karen Roberts May 27, 2016 at 8:43 pm

I am writing to share concerns about the Enterprise office in Manhattan, Kansas. Working with USAA while my vehicle was in the body shop, I rented a vehicle and picked it up at 9:00 a.m. Tuesday, May 24. It had rained hard that morning, and was still raining when I picked up the car. The red Nissan Altima was brought into the bay and Emily and I were to inspect it for pre-rental. I asked about possible hail damage, and Emily squeegied the top of the car. We inspected the remainder of the car through rain drops. She opened the car and I looked inside, along with the trunk.

When I returned the car, Rachelle went outside to check mileage and gasoline level. I noticed she was checking the car for the condition, so I walked out to meet her there. She indicated one hail spot at the top of the rear door on the passenger side. I was very surprised as I had not driven the car in rain, let alone hail from the time I drove it home Tuesday morning. At all times I was not driving it, it was in my garage.
I gave the following information about times I had driven the car:
Tuesday – 9:00 a.m.drove home and into garage (rain)
Tuesday – 12:50 p.m. drove to a home in western Manhattan – parked there til 4:00 p.m.(sunny) and drove home and into garage
Wednesday (May 25) – 7:50 a.m. drove to Panera and to Dillons for groceries (sunny/cloudy) – drove home at 10:30 a.m. and into garage
Wednesday – 5:20 p.m. drove to Menards and home at 6:15 (cloudy) and into garage
Thursday (May 26) – 8:20 a.m. drove to Eye Doctors and to get gas to return car (sunny/cloudy) – drove home at 10:10 a.m. and into garage
Thursday – 11:45 (sunny) returned car to Enterprise

At no time was I in hail and only in rain coming home from the Enterprise office on Tuesday morning.

My concerns:
1) Poor conditions of the check out on Tuesday, May 24 with Emily. Eli was in the office at this time.I guess I should have asked that entire car be dried off and better lighting used to find any problems with the vehicle.
2) The procedure of checking in on Tuesday, May 26. There was no chance for discussion – I was immediately ‘accused’ of hail damage with very little interest in conversation. I asked that the details (given above) be included in the report to the Damage Control Center. This check in was mainly done by Rachelle, but Eli became part of the talk – to support Rachelle.
3) The immediate request for the deductible for the insurance claim. One representative of USAA has told me this is unusual practice, before the claim is investigated.
4) Rachelle identified the one dimple of hail damage, with no use of template to determine if it was of a size to report.

I request that this claim be dismissed.

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Catherine Scott May 26, 2016 at 6:18 pm

The Enterprise location on E. Ponce (not the smaller, independent one; the other one) pulled a real fast one on me. Here it is in brief: A person in another car hit me. I took it to Service King for repairs and then rented a car at Enterprise. I was told by a customer person (who by the way, refused to give me his surname OR his identification number when I called to complain) that I would be returned my 50 dollar deposit upon return of the car, and then he offered me a verbal 50 dollar offer of insurance. I put in the 50 and if I have an accident, I walk away from it. I said yes. Big mistake. And then I signed a contract. I actually did read it, and I never saw anything REMOTELY about 12.99 a day. I would not have signed it. So, I returned my car on May 23 and assumed that I would receive my deposit. No, of course not. Allstate at first refused to pay for additional days and then relented. So I waited again for the 50 dollar deposit. And then Rob (yes, Rob, the employee who sold me this snake oil) called and said that I had signed a contract and thus they were keeping the 100 dollars. I said, whoa, wait a second. I know that I paid 50 dollars but I expect to get the deposit back. I am sorry ma’am, he said. No can do. This is particularly amazing: when I asked to whom I should write, this person said, and this is a direct quote: ” I would advise you to go on Google,” which if it weren’t so ludicrous would sort of be funny because it makes a mockery of that Musak on your phones that says, “We treat our customers like family.”
Perhaps it matters not to you, because after all we are most certainly NOT family, but in not receiving my 50 dollars as deposit back, I will tell everyone I know, every company I work with, every student I teach, every neighbor I have, the Better Business Bureau, Clark Howard, and whomever else I can think of between the end of this email and clicking “submit,” that ANY company has to be better than Enterprise. Period. Thanks for reading…and oh, did I mention that when I asked Rob for a snail mail address he said that they didn’t have one!!!!! Go figure. A corporation that doesn’t have a headquarters to receive a customer complaint.
Copyright © 2014 Enterprise Rent A Car

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Lisa H May 25, 2016 at 4:20 am

I am writing to say that I have had a horrible experience from the Enterprise in Reisterstown, MD. I Have had my rental for about 3 weeks, because my car is in the shop getting fixed. I have always called them when I needed to extend the time of the rental. Last week on Thrusday my credit card was stolen so the bank had to cancel the card. I am waiting for the card to come in now. So I called the site and explained to them what happened on Friday morning. The gentleman that i spoke too said that they we’re busy and he would return my call too let me know exactly how much I needed to bring them because i needed to bring it to them in a money order. The person never called me back… Unfortunely I had to leave my job early that afternoon because my mother past away. First thing Monday morning I called them. I explained to them what the situation was. I was told that I needed to bring $294.00 because I needed to put another deposit down. Because evidently the office used my deposit instead of charging my credit card. I told them ok… I was unable to make it on Monday and Tuesday and called them both days. They were very very rude. On Tuesday they told me that I needed to pay 294.00 plus 200.00. So now I went from 294.00(which I understand that Tuesday needs to be added to that) To 594.00. I do not have another deposit to give them. The people they are not nice. The only nice person there is Curtis. Very nice and professional. I am not understanding how it goes from one price to another one day apart. Now.. I have to return a car today that I desperately need because of my mothers funeral because they want another deposit that I don’t have. And I asked them if my father could please pay what was needed and they told me no they needed a money order. I do not have a credit card until it comes in which should be any day now. I am very upset. I do not think I will every use enterprise again,and will not recommend them.

I will also be calling the corporate office this morning.

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Stephanie May 12, 2016 at 1:07 am

Re: Rental Agreement # 47WH6V
Went to Enterprise located at 123-40 Merrick Road. This place is located within the compounds of Better Body Auto Collision. Was taken advantage of by the agent. Car accidents makes you vulnerable. I have Allstate insurance which allows me $40/day for a rental. I asked the agent what kind of car was I getting he said he was going to put me in a small SUV similar to what I was driving (Mazda CX-5) never mentioned that was a extra fee because it was considered an upgrade. He even tried to use scare tactics to sell me insurance for the rental. WHY WOULD I BUY INSURANCE IF MY CAR INSURANCE COMPANY IS FUNDING THE RENTAL! It was brought to my attention that I didn’t have to pay out of pocket because Allstate allowed me a decent daily allowance. The agent did not want to talk to me after this came to light. The shop manager was nice enough to offer a partial refund. I should have never been charged $7.00/DAY in the first place. This is a dishonest practice. If you don’t educate your consumers on their options then your dishonest!

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maggie babcock May 11, 2016 at 11:41 pm

Hi,
I made an online reservation for my sister to rent a sub compact SUV a few weeks ago. Last night I get a call from the local Enterprise informing me they don’t offer that size at this location. They can either give me a car or a bigger SUV. I’m annoyed because this isn’t the 1st time I’ve had issues with Enterprise and it’s 4 days before we are leaving. The guy on the phone was very nice and told me they had you’all update the website so people would stop attempting to rent car sizes that are unavailable at their location. I’m going to keep my reservation for now. If it doesn’t work out when we go to pick up the car, I’m done with your company. People don’t rent cars to increase stress.

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Kelly Caracci May 10, 2016 at 11:23 am

This past weekend I rented a car from Enterprise in Greenville NC. My son dropped something in the floor of the back seat and reached under the seat and found a GUN! A LOADED GUN BTW!! “my son said mommy what is this” I turned around and saw him holding a gun!!! I told him to place it back down on the floor and I quickly drove home and called the 1800 number for enterprise after being on hold for sometime the nice lady came back on and said I needed to call the police and have them come get the gun and that SOMEONE FROM ENTERPRISE MANAGEMENT would be contacting me since I was extremely upset that this had happen.I had the police come out and they were extremly consurned that this had happened and we all were very thankful that my son had said something instead of thinking it was a toy!!!
I went on Monday to return the car and had not heard from anyone! I spoke to the nice man who checked in my car and he said that no one from management was in and they would contact me. Today makes the 3rd day since this happened, and still no phone call, no apology, nothing!. Yesterday I called the 1800 number again and the lady I spoke to who wasn’t very nice told me there wasn’t anything she could do but someone should be contacting me…..Still no contact! I am now trying to get intouch with Enterprise corporate office I feel that this is something that a manager should of had the respect to call! I will not be letting this go, I am very thankful that it ended with out any one getting hurt but this needs to be addressed!
Thanks
Kelly

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Heather May 9, 2016 at 10:36 pm

On 5/9/16 I tried calling your Phoenix Sky Harbor site to get specific questions answered and had to call at least 10 times as it seemed like someone kept hanging up on me. Finally at 7:00 PM the phone was rudely answered by a man I could hardly understand. He put me on hold for 10 min and then when he can back on he asked me what I wanted. I was confused by his rude attitude and questioned if this was Enterprise rental. I asked my question, he quickly answered and hung up on me. This is how you do business?? This man doesn’t deserve to have a job and you don’t deserve my business!

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Teresa May 5, 2016 at 12:20 pm

On April 11th, 2016, I went to the Enterprise Car rental in Wheat ridge, CO. Once I was in my rental car with “Ron” we went over the contract. He asked me if I wanted the insurance, that it was only $34. I remember thinking, “Hey, that’s a deal and well worth the small extra expense.”
On April 15th, 2016, when I returned my car, I thought the bill was a little high. I did the math and realized that it was more than double what I had expected it to be.
On the same day, I called and spoke with Ron about the insurance rate. He lied and told me that he had said “it’s only 34 dollars a day” or that he had said “a daily rate of $34”.
I can tell you that this young man deceived me. He never once said anything about a daily rate. His exact words were “only $34”! I never get insurance when I rent a car and now I know why. I can not afford it!
Anytime I have rented a car and was told $$ a day, I turn it down. I know what is in my budget. I have insurance that covers me if I drive a rental car. I only took the insurance as I thought $34 only would be worth the extra coverage but not on a daily basis. I know what I can afford and renting a car was already an extravagance for me.
I came to Colorado, not on a business trip but to visit my grandchildren. The grandchild I rented the car to visit is living in precarious circumstances and I felt I needed to drive the extra 9 hour round trip to connect with him and my daughter in law.
This situation is heart breaking enough but to add to that stress, I am having to deal with a lying, greedy, deceitful salesman from your company. It only adds insult to injury.
I will be sure to warn my friends about such practices and at the same time will be mentioning which company I rented from.
I have a small home business and I know that my reputation is very important to me. I would not want people to think, that I would condone, anyone representing me, that I approved of deception of my clients. That getting the money was the top priority! If you take care of your clients, they will take care of you!
I am asking for “Ron” and the rest of the staff at the Wheat Ridge office in COLORADO to be reprimanded and instructed in the Golden Rule. I am asking that I be reimbursed for the money stolen from me by this branch of your company! I will continue this pursuit until I receive satisfaction as your customer. Shame on Ron, the Wheat Ridge branch and Enterprise, if this is not corrected!
Sincerely,
(a grieving grandmother in California)

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Carol May 3, 2016 at 10:58 pm

I had a car rented at the Rosenberg, TX (2weeks before the flooding) went by a day before I was going to pick up the car and was told I was SOL because they weren’t renting cars (only to people who were involved in the flooding) called the district manager and he didn’t even return my call, so I missed my son’s birthday. Going to try this one more time, have a car rented for 5/6/16 will see if they have a car for me if not I going to be nice, it sounds like breach of a contact when you have a confirmation number
Carol

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Royal May 3, 2016 at 9:25 am

WOW, HERE WE GO AGAIN, NEVER HAD A GOOD EXPERIENCE WITH ENTERPRISE , I LIKE THE RATES AND THE CARS THANKS FOR THAT. BUT SOME OF THE STAFF REALLY NEED TO BE TRAINED IN CUSTOMER SERVICE. VERY RUDE AND ITS VERY BAD AT THE 5TH AVENUE SOUTH LOCATION IN BIRMINGHAM ALABAMA, RESERVED THE CAR ON MONDAY FOR WEDNESDAY GOT THERE PICK UP TIME AT 5, CAR FULL OF SMOKE SMELL NOT CLEAN IN THE INSIDE AND I HAD TO GET ON THE ROAD VERY SOON. I HAD NO WINDSHEILD WASHER FLUID AND I HAD PROBLEMS WITH THE DRIVING AT NIGHT COULD NOT CLEAN BUGS OFF WINDOW BECAME VERY BAD THANK GOD FOR THE RAIN, I WILL BE CONTACTING SOMEONE IN CORPORATE TO HELP WITH THIS MATTER SHOULD NOT HAVE TO PAY FOR THIS TYPE OF SERVICE.

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Billy Thaxton May 3, 2016 at 6:51 am

I am an employee at GSP airport in south Carolina. After all the hardwork and excessive hours I worked due to understaffing. I was given a raise. But unbeknownst to myself and my two other co workers who were promised the same… The raise we received was taken away dude to change in general management at our location. When in our orientation video… We were told (by the founder) the customers AND employees were treated like family. But apparently. All the company cares about is its bottom line… Overbooking.. Ect. Poor treatment of employees who were working 9-10 hours a day… 6-7 days a week, the rasies.. That were promised, Just magically revoked and when managers were asked what happened we were told that the raise bumped us up to less than the new (inexpirenced workers) that just started. Not to mention the fact human resources allows and turn a blind eye to harrissment and unfair treatment of their workers by management. I.e. derogatory comments and emails accidently sent to hourly employees and not managers, when these issues should stay between management. Apparently the harder you work and the more they promise means nothing. When in their own corporate orientation videos say that the founder believed that the customers and employees should be looked at as family. Well as a current employee…. I have NEVER felt this was the case. Personally. With my family a promise holds weight. But not with this company. I worked 6 days a week about 10 hrs a day And my raises were stripped with NO explanation and when I asked about it.. I was told no way it, it wasn’t happening. Sadly enough I was born in st Louis. And to work for this company I was proud to support something built from the ground up in my home town. But now…. I feel ashamed…. Never … Even tho I’m STILL employed there. I would NEVER be ok with associating myself and the fact this company is from the city I was born in. Dispute all efforts to get the problem resolved internally… They don’t care. So my hopes is that someone will read this and understand that treatment of “family” should not be like this

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Billie Berry April 28, 2016 at 9:33 am

I have a complaint against your Abilene, Texas (S. Clack) location.
This staff has been completely unwilling to work with me. When I asked if they could deliver the rental car to me at the shop where my truck was being repaired, I was told they couldn’t deliver the rental car to me. They claimed they didn’t have the staff to do so. I had to arrange for someone to come completely out of their way to come pick me up to take me home to Abilene. As I walk into the S. Clack Abilene office I see 8 people at the desk that has only 4 computers, each one of them rushing to try to get the customer first, looking over each others shoulders as the other does the work, but yet they don’t have the staff to pick up or deliver a rental car.

So I called the Abilene office once again this morning to ask to have the rental car picked up in Abilene today as I had to arrange for yet another ride to Sweetwater (4:30 am) to pick up my vehicle that has repairs now completed, and was told by the S. Clack Abilene office that they couldn’t pick up the car. I explained that I was told they didn’t have the staff necessary to travel to Sweetwater, however, I am simply asking them to drive 5 minutes away from the S. Clack Abilene office to pick up a vehicle, as I cannot drive two vehicles at the same time. The manager on the phone became rude and belligerent again saying they didn’t have the staff to pick up this vehicle. Your message on your phone system says, and I quote, “We are the company that picks you up.” This is false advertisement! The manager for this location told me that I was the one who chose to get a rental car… I was involved in an accident that required my vehicle to go into the shop for repair, I didn’t choose this situation, and the insurance company set up the arrangements with Enterprise, no me. The very idea of this manager having the gall to say I chose this is just so unprofessional. I have been patient up until the point of this simple request today to have the rental picked up in Abilene, and then to be yelled at by a manager for such a simple request is beyond me. I want to speak with someone of authority to address this situation. If I am not contacted by your company within a reasonable amount of time, I will never do business with your company again, and I will be sure to spread the word of my experience to all of my friends, family, and acquaintances, and there are alot of them.

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Dorothy A. Strozier April 22, 2016 at 3:02 pm

On April 22, 2016 after being in accident we were told by the insurance company(Loya) to rent a vehicle from Enterprise Rental Car. The reservation was confirm along with pick up, then about an 2 hours later we get a call from Enterprises at which time it was stated that we needed to bring more documents in order to pick up a vehicle, I then inquired as to what other document was needed , They had the insurance claim number, the reservation number, my address (we would need to be pick up ) he then told me we needed a current utility bill without a forwarding balance. I then call corporate office and Jessica (em#282lw) confirm that is company policy. I have not heard of this practice before nor have I seen it in any of the Enterprise brochure, commercial, or advertisements. Some how I get the racial profiling feelings in my gut. Along with all the other information that was ask of me (where is my vehicle at now, where will my vehicle be repair at, and what kind of vehicle it is. I would like to know has anyone else experience this and been outraged or have I become socially intolerant. dying to hear from anybody….

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Amanda April 26, 2016 at 11:37 am

I have plenty of times you are not the only one. I’ve had all my documents and still I have problems everytime it’s ridiculous! I believe most of them are racist. They make up new rules everytime I come in an try to rent a vehicle

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Janice April 20, 2016 at 12:16 am

My daughter was a managerror for one of your locations. Not a blemish on her record. Terminated without any warnings. Made one mistake, reached out to upper management to help fix the problem and was promptly terminated. She was a dedicated loyal employee and is your loss. Shame on you, most employees get warnings, I suspect discrimination may have played a roll here.

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nicole April 18, 2016 at 4:18 pm

This was the worse possibly experience I could have dealt with. After a huge hail storm , supposedly the closet place to rent a car from san Antonio was Austin. We drove up sat night and stayed in Austin so we were there bright and early to receive my car. I got a call Sunday , the day of pick up about 35 mins before the car was ready to tell me there was no car for me. strike one!That the reservation desk didn’t know anything and they had no cars…. no call back number or anything just a sorry your crap out of luck message. I’m already here what do I do? I call the 1800 number and they find me another car in Austin, down town on 5th street. OK fine I head over there. Not one person discussed I needed a major cc to reserve and my Randolph brooks master card would not work. strike 2! I had no issue with my card when i had to rent locally in san Antonio.The manage at the 5th street location was a total dick, he did not care of the situation. I’m not some woman off the street I have a claim number. my insurance company offered all the charges be posted to them even the deposit, my friend offered her card, I offered cash …NOTHING. per the rental contract on line is says its up to his discretion if he wants to take a debit card at that location. He could have easily helped me. I’m already stressed with relying on transportation to Austin and now I have no way home. I said fine can you take me home, supposedly “you will pick me up”. of course that was silly its only local. Never again enterprise never again. I work in customer service and I say shame on you. you know better. but I mean you get to leave in your own car and go home to your safe family why would you care about me…. I had a claim number, insurance even offered to pay the deposit, its my bank card they cover anything that would of went over should I have chosen to steal the dang car. NO HELP WHAT SO EVER

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domingo ramos April 15, 2016 at 3:26 pm

ive been a loyal customer for over 5 years, until today which will be my last time i ever deal with this company. the sale person called me in the morning and ask me if i was coming to make payment and that my car plates was back and its ready. so i told him i would be there with 350.00 in 10 minutes, as soon as i got there not even 5 minutes later he tells me i cant take the car. so i asked him why he says cuz u have to pay 180 left.so then i said to him wait a minute you told me 350 now i have to pay more, so instead of arguing with him one of their personnel brings me home and he states that shouldn’t of happen that i was a long time member and i was renting for long term. so i get home then i call him back and say ok i have the 200 and then he tells me thats good but now i have to pay 500. im like WTF. so first i was lied to and then im questioning where the hell is my deposits going to i never get them back for one and im reading some of theses statements and they only charge 100 on a credit card but they were charging me 250.00 each time. so i reach out to the corporate office to file a complaint and they tell me it can take up to 10 business days until they call you, WTH kind of company is this, shouldn’t customers esp long time loyal customers come first or is it all about the money. im pulling all my customers and friends from this company. not a happy camper

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domingo ramos April 15, 2016 at 4:13 pm

so therefore i have contacted all the steps that need to be done and they never responded back so i contacted my attorney and the BBB and asking them to put this out into the media. people work hard for their money and some rely on car rentals not to be robbed or lied to.

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Kent Trogdon April 9, 2016 at 10:23 pm

I recently rented an Enterprise rental car in Asheboro, NC as a replacement provided by my insurance company (USAA) while my car was undergoing body repair from hitting a deer (not uncommon in this area at this time of year). The VW Jetta they provided had the service light on a the time but I accepted it would be okay since I only drive 10 miles per week. The car developed a leak in a tire so I attempted to change the tire. I discovered there was no appropriate wrench in the car (a star tip which is very uncommon, by design) to change the tire so I called the Enterprise 800 #. They advised me a tow truck would come to get me, directed me to take it to the Enterprise office, and they would switch it out with another rental. When the tow truck driver and I arrived at the Enterprise office, the employee there (Parker) rushed out to wave us off and told us to go to a local tire repair outlet and reminded me I would be responsible for the tire repair. We dropped the car at the local National Tire & Battery store with whom Enterprise has a contract. The manager there, without inspecting the tire, called Enterprise (I listened from the other side of the counter as he called) and told them he needed an invoice for a new tire. Enterprise charged me $100+ for a new tire when a simple plug in the tire would have sufficed. Upon my objection, Enterprise claimed there was a nail in the side of the tire. This was untrue. I had inspected the tire much more closely than the National Tire & Battery manager had and confirmed, with photos, there was no compromise to the sidewalls of the tire. I spent four hours of my own time to shepherd regular maintenance of Enterprise’s vehicle and I got stuck with the bill. Appears to be standard practice of Enterprise to stick their customers with simple repairs, and regular maintenance, if it happens to fall upon the customer when they have the car. What a business model. Make the customers pay for regular maintenance. They re-coin the phrase ‘highway robbery’.

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Dominic Spano April 8, 2016 at 3:00 pm

I have been a loyal Enterprise customer for many years. At one point I rented a vehicle month to month for 3 consecutive years in Baltimore Maryland. Right now, I am very disappointed with your organization.
This past week, I reserved a large SUV on points to take my family on vacation. I rented it for 3 days. Prior to my picking it up, I called my local Enterprise location in Louisville KY and told them I wanted to extend that rental to 5 days on points. Your agent informed me that they could not do this but said I could cancel the reservation and re book it. She also told me that if I did that, there was no guarantee that the 9 passenger SUV would still be available. Rather than take that chance and jeopardize our leaving for vacation, I was advised to call 866-507-6222. I did and explained the situation to Chrystal. Chrystal told me that this was not a problem but she could not make adjustments with the contract being open. She instructed me to have my local agent call her when I returned the car and that she (Chrystal) would make the necessary adjustments. I was fine with that. When I returned the car, I gave the local agent Chrystal’s number and had her call Chrystal. Obviously she did not get Chrystal but another representative who informed her that this was impossible to do and that my credit card would be charged for the 2 additional days. I told my local agent that I understood it was not a matter that could be resolved at the local branch and that I would call customer services, which I did today. After speaking with several of your customer service reps, I was finally transferred to Irma (ID# E544N0). She told me quote “there is nothing I can do and I understand you were given wrong information”. She took no accountability for me being misinformed and repeatedly asked me “Is there anything else I can help you with” as if to just get me off the phone. I said “yes, you can help me my correcting this problem, and credit my American Express back the $277.14 that you charged me and apply the points as I was instructed you could do”. She repeated “I can’t do that, you were misinformed and is there anything else I can help you with”. Total and obvious dismissal of my complaint. I would be hard pressed to use Enterprise again if there is not a satisfactory resolution reached.
Thank You

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Felisha C. Pierce April 6, 2016 at 2:07 pm

I did not have a very good experience with Enterprise on my last vehicle rental. I have used this rental company before in the past and my experiences have been fine until now. I don’t know if it is the location that I rented from or what the case actually is but it was disheartening. I reserved a rental from March 18-23. I actually did not want the car until the morning of the 19th but was told that I would have to get it a day early in order to secure a rental because they were booked. I called earlier that week to set a reservation for a pick up because my family and I would be traveling across country to California with was over 2000 miles away. I asked when I called about any discounts that were available to military, AAA, civil service, and Hilton Honors. I asked this numerous times over the phone as well as upon my arrival. The person on the phone told me that the price was with the discount because it was a special rate. Once I arrived to pick up my rental that afternoon I still had to wait for a vehicle over an hour. The car that I ended up getting still was not cleaned and had used gum in the door. When a vehicle was finally made available to me there was no inspection of the vehicle except for opening the trunk. I had to ask about additional drivers, insurance, and mileage (because at this point my trust was getting weak). I was then told that any additional drivers would need to be present in order to drive even though I said over the phone that both me and my husband would be drivers and he would be working on Friday and not off until Saturday. I was told that the drivers license for the drivers would need to be presented. This is the reason I wanted a Saturday morning pickup. I had bought a copy of my husband’s drivers license because I knew he would not be available on Friday because he works 48 hour shifts as a Federal Fire Fighter. Even though I complied to come and pick the rental up on Friday I still had to return the next morning to put my husband on the vehicle which ended up being yet another long wait in the office to get this taken care of. I asked once again about any discounts and my Hilton Honors. The young lady gave me some very vague answer about some companies have discounts for their employees and some other discounts may apply…..??? what the world does that mean? ……Do I get a discount or not. I also asked if any free upgrades were available and I got some other bogus answer. We need to get on the road and they were already all over the place and unfocused so we just left.
I was not happy with my rental experience at all so I contacted customer care on the 19th. I told them I was not happy with the car I was given, I told them about my experience there, and also how I asked one million times about available discounts and upgrades. Of course, I was transferred on the call repeatedly having to repeat the same experience each time. The last person I spoke with told me that as far as my Hilton Honors go I would need to call in over the phone to book that directly with Hilton Honors in order to receive the discount, in order to take advantage of the HH discount I would have to return the vehicle, schedule another vehicle through HH, and pay the deposit twice. Well my God, this was the whole point of me asking this 101 times even before I ever entered the store to pick up a rental and another 1001 times while in the store. The person over the phone also said I should not have to wait for my vehicle if I had previously reserved it, if I wanted an upgrade it would be up to the store and their availability, and that I would have to contact the store directly. As far as me not being satisfied with the vehicle that I was given it was already after 12 noon and most locations where closed in my area or did not have vehicles available. I could maybe stop somewhere along the way and again if I wanted to return it and just do a whole new rental I would still have to pay the deposit twice. She told me she was sending in a message to the store and they would give me a call to address my concerns. Well of course the store never called so I called to reach out to them numerous times of the course of a few days. They never answered the call each time I called except for once. I asked to speak with a manager who was super unprofessional and rude. I am convinced that she hung up on me the first time and when I called right back she was not talking like a manager at all. Even told me that I am about to get hung up on again. I never even got to give her my name, information, or voice my concern. I had the phone on speaker so my family heard our conversation and thought it was very rudely mishandled as well. She kept cutting me off and then finally the phone mysteriously hung up again. At this point I did not want continue with this while on vacation with my family. We returned the car on Wednesday evening as soon as we had gotten back into town which was obviously right after they had already closed. We put the key in the drop box and have yet to hear from them in reference to our concerns or anything else. This really put a sour taste in our mouth with Enterprise and I am hoping this was a separate incident only with this location and the people that I dealt with during my experience. My family and I travel a lot and me normally take a rental vehicle in order to not drive our own over the highway. I felt as if I will need to start looking to another company for my rental needs because this was a long trip and I do not want to have to experience anything of this nature again not even on a short trip to Wal-Mart. That store really needs to get their stuff together because I do not hear a lot of good things about them in our area and there were even people in there complaining at the time of our pick-up. Customer service is key in any area of business and that is lacking in that location along with professionalism.

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Priscilla Burrus-Penny April 1, 2016 at 1:41 pm

I rented a compact car on Friday March 25th-March 28th at the Elizabeth City North Carolina location on the promotional rate of $9.99 per day. There is always a $100 hold on your credit card. I did tell them I wanted the insurance. The agent told me my charges would be somewhere around $87.00 with the $100 hold. When I returned the car on Monday morning they charged my card $186.00 approximately. I asked the agent if the $100 would be released from my card and he said yes. Well the next day Tuesday I called my cc bank and my bank said no credit to my card had been reflected. I called Enterprise back and as I explained to agent she was busy and hung up on me. I called back and she proceeded to explain to me what the charges were. She wanted me to come by office with my invoice. I did not have time. They charged me somewhere around $40 per day for insurance. Why in the world would anyone pay that much when the rental amount was no where near the cost of 3 days rent. The agent gave me impression insurance was going to be around the $88 with rental total plus the $100 hold that would be released from my card.
If they are running scams it is a shame not to be clear on charges when people return a vehicle.
I will not rent from this office again unless I receive some type of compensation for misinformation

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Patrisha Renz March 30, 2016 at 4:23 pm

My story …

I rented a truck so that my son and I could take a few days to hike a Arizona State Park – I used my credit card reward points and reserved it for March 2nd to the 5th, 3 days total. We have rented from other Enterprises in the past to get a proper vehicle for our hiking endeavors. Normally we get fairly basic (stock) vehicles but this time we got a customized off road monster that we had an almost impossible time getting in and out of. It was raised high with custom tires which was fine but there was no side step to help access. We are both tall people so decided to go with it. Everything appeared in working order and since the 4-wheel drive light came on when we engaged it we assumed it was fine. I did get the total insurance coverage, $40 a day extra to be completely covered, something I always do. It did have cigarette burns in the driver’s seat and dog hair in the cab which are rental no no’s but I pointed them out to the rep and went on my merry way.

We left on Wednesday March 2nd at 10:00am and drove to Gila Bend Arizona which is the nearest town. On the 3rd we proceeded on to the park about 60 miles away. Our intent was to hike and camp for the night. We are archaeology enthusiasts and have visited sites all over America and this one was on our early March list because it gets too hot in the later months. Well that never happened because the truck got stuck turning around just beyond the maintained dirt road of the park. The turning radius was horrendous so I had to go off road a bit to accomplish it. No biggy this truck was made for it. No it wasn’t because it got stuck in loss dirt that any normal vehicle would have had no issues with. Turns out the 4-wheel drive didn’t work so engaging it caused the back tires to dig a hole and the front tires did nothing. My son is a 22-year-old Marine Sargent. He worked like a mad man to get us unstuck. Took the jack and lifted it so we could put large rocks under the back tires to give it some traction but to no avail. The front was perfectly fine and level with the ground but the back tires created massive holes, we were buried though because the truck was so raised the under carriage never touched the ground.

I had to get outside help which was hard because of where we were. The help had to simply pull us out, no towing required. Knutson’s Towing in Gila Bend came out with a vehicle that looked just like ours and quickly pulled us out. The driver confirmed that the 4-wheel drive did not work. I was charged $375 and lost a whole day. Because I was scared to take it anywhere we went back to the motel and left (went home) first thing the next morning (March 4th). I returned the truck a day early and instead of reimbursing me for the service I got hassled. I paid the insurance and never got the unused day back as compensation. The Enterprise guy said that I went off road and didn’t qualify for the insurance coverage purchased and implied that they would proceed with a claim. The truck was fine and if I hadn’t told them about the issue they would not have known. The 4-wheel drive mechanism was hanging down (wires that my son could have reconnected but the Knutson’s guy advised against touching them). I did not notice the dangling wires until later and can’t say if they were hanging before I rented it but it may have happened after we got stuck. The truck was so high the wires that were hanging did not affect the rental experience at all. Tired and fed up I left.

THE BILL I RECEIVED FROM ENTERPRISE DAMAGE RECOVERY IS FOR $581.80 !!

My biggest regret is that I never took a picture of this truck. Then any argument about off road (even the minor off road we did) would have been almost funny. I remember the words Heavy Duty and Power 4×4 prominently placed on the truck trim. Lastly, I told the woman who originally rented us the truck where we were going and she implied that the truck would be perfect for the outing. I need to stress that we were right next to the paved highway (service guy saw us easily) and if you look at where he put our location on the receipt, Painted Rock and Rock Point Rd – we were in no way on an off road excursion.

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Nikita March 27, 2016 at 5:23 pm

This past Friday was the worst day ever beside me getting into a head on collision(that was the reason why I was renting a car) , I went to Enterprise( on Jonesboro Road in Morrow GA) to rent a car and it was the worst customer service I have ever had. I walked in and the staff members were busy so I waited in line, as I was waiting a man walked in and the staff member which turn out to be the manager looked over me and waited on him after asking who was next. The another staff member looked and was shock that she got the next person behind me. I was already in pain from the accident and barely could walk, as I approach the desk the lady ask for my ID and was very rude/unprofessional/loud and embarrassed me as she looked up my account and stated “YOU ON THE DONT RENT LIST WE CANT RENT TO YOU” and started laughing I turned around and other customers that were there were also laughing. I asked her could I pay the old fee from 2007 and she said “NO”. I was given a number to call and I asked could some one take me back home and she reply ” DID WE EVER PICK YOU UP? which they did pick me up left and tried to call the number she gave me. I call numerous of times and even call the branch they say I owe. The branch in Dublin GA told me that I could have just paid at the branch in Morrow GA ( on Jonesboro Road. I called back to Jonesboro Rd location and she told me that I could not pay at the branch but the 15 mins in the conversation she changed the story and stated that I could have paid at the branch. I told her that I was up there and they told me I could not pay. She told me that I need to take my business some where else because even if i pay they still wont rent to me. I tried to explain to her that I never in the almost 9 years I never received a letter saying I needed to pay the company and she said Enterprise dont send out letters that you would only know the next time you try to rent. If i would have known that years ago I would have been paid off the debt. I was willing to pay the debt off but the lady name Tye continue to state I got to go its after six and that i needed to take my business some where else. I asked for the manager and she refused. She kept stating that she could not help me and as I was talking to her someone in the background shouted get off the damn phone.I asked could i please just speak with the manager and she said no that they were all ready to go home and cleaning up.I have been calling the corporate number and no one seems to help me because it an automated system. Since the insurance company that is paying for the rental is there only rental place were they do business. Now I cant get around to my doctor visit and it has been stressful to try to pay for a debt you knew nothing about. I am lost for words with this company and if some one owes you at least need them to be aware of the debt.I have never been to place where you owe and they are refusing payment. I am already in pain and stressed out because of the accident and to be be little has just made my life more hard. Enterprise is the worst rental place ever!!!!!!!!!!!!!!!!!!!

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Celia Woods March 25, 2016 at 5:49 pm

,I contacted you on March 7 or 8 2016 to lodge a complaint against your office on Hwy 138 in Conyers Ga. On Friday March 4 2016 I rented a car.. My Grandson left his Bookbag in the trunk of that car, in that bookbag were his Apple Computer and his Nikon Camera. I took the car back the next day not knowing about the Bookbag until that Sunday when he shared with us his mistake! I could do nothing about it until Monday March 7 2016, so I called on Monday and explained our problem. I spoke to a Christine I think she said that someone was on the other line talking about the same thing, it was my grandson he was at the Airport going back to school in Ohio. She said she was having her people look in the trunk. I hung up and called her back to give her time to look for the Bookbag. I called back and spoke to her again she said they could not find the bag,that they would call the people who rented the car after us,I told her to call me back after she had spoke with them, she agreed. I called her back because she never called me..I was told that they had not found it either. I filed a report with the Police Department an investigator named Officer Garrett took the case he was very diligent and he got results… On March 18 2016 someone from Enterprise called me twice! I called them back the next day March 19 2016 Well it seemed that someone brought the Bookbag back to there office! The Computer and the Camera were intact.. My daughter and myself went to the office to pick it up that Saturday March 19 2016.. Do you know that the employees in that office were Angry at Us and not only that they were rude no one said Ms Woods we are sorry for your inconvenience or you have a free rental on us the next time you rent from us to show you our good faith! Not a Word of apology!!! I Will Never Rent Again!!!

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Shelia Hargrave March 25, 2016 at 11:02 am

I meant to say “CUNN”…

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Shelia Hargrave March 25, 2016 at 11:01 am

I’ve had a reservation since March 12, 2016. As of today, March 25, 2016 I have yet to get a rental. After receiving the first initial voicemail call from the BASTROP, LA branch from a representative by the name of BRANDON saying the rental would be ready by 4:30 pm Monday evening (March 16, 2015), no such rental was available and they were VERY RUDE. After asking a way to reach out to the AREA MANGER, (AN AFRICAN AMERICAN BUN WEARING LIAR) I still didn’t get any results. PEOPLE DO NOT RENT FROM THESE PEOPLE. IT’S IF THEY TRAIN THESE ROBOTS TO LIE, BE RUDE, AND CUNN THEIR PATRONS……
RENT FROM HERTZ OR ANYONE BUT THESE EGOTISTICAL PEOPLE. THEY ARE LIARS, LIARS, LIARS!!! SOMEONE NEEDS TO SHUT THEM DOWN AS I HAVE MADE A COMPLAINT WITH MY INSURANCE COMPANY AND THE BETTER BUSINESS BUREAU…….DO THE SAME PEOPLE AND STOP BELIEVING THE HYPE!!

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Enterprise Cares April 4, 2016 at 2:26 pm

Shelia,

We’ve taken note of your comments and would be happy to look into this for you. Please send us a detailed email to care at enterprise.com including your contact information, your rental agreement or reservation number and any further information regarding your experience with us.

Please reference Number 160404-002620 in the subject line of your email. Thank you.

Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car

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CAROLYN EDWARDS March 25, 2016 at 9:47 am

DO NOT RENT FOR LOCATION ON MAIN STREET IN SNELLVILLE, GA.
MY RESERVATION WAS FOR 3/5/15 AND ASKED FOR THEM TO COME AND PICK ME UP DUE TO THE FACT MY CAR WAS IN SHOP AND MY HUSBAND WAS IN HOSPITAL DUE TO BEING HIT BY 2 CARS. HE HAS A BROKEN LEG, ANKLE AND NOW ALL KINDS OF SCREWS AND PLATES. BACK TO POINT – IT WAS A TRAGIC TIME FOR ME AND THE FACT I HAD RESERVATIONS TO GET THE CAR TO GO HOME AND GET BACK AND FORTH TO HIS THERAPY AND TO HIM IN HOSPITAL. I WAS STRESSED OUT AND THESE PEOPLE DID NOT ANSWER THEIR PHONES FOR 4 HOURS STRAIGHT!! I CALLED ANOTHER LOCATION – WAS TOLD THEY WOULD CONTACT THE MANAGER SO THEY COULD CONTACT ME…NO ONE EVER CALLED ME TO EVEN APOLOGIZE OR EXPLAIN WHAT HAPPENED. IT IS NOW MARCH 25TH AND I STILL HAVEN’T HEARD FROM ANYONE —THEY ARE HORRIBLE! I AM FILING A COMPLAINT WITH BBB.

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Robert March 22, 2016 at 9:41 am

I have rented from the Dickson, TN (its small and I try to do business in the community) location for almost a decade but no more. After a quick rental, the customer service agent noticed a small and insignificant “chip” on the windshield. It was literally so small that I never noticed it the 48 hours I had the car. At the threat of having to possibly “replace” the windshield I spent an hour at the office filing a claim, missing a doctor’s appointment and being late for work. The decade of prior business didn’t matter. I made it clear I was not going to pay for a windshield replacement but would pay for a repair- although probably unnecessary. I have yet to hear back but will no longer be doing business with Enterprise. I have told all family and friends not to do business here, as well. Depending on the outcome I’m prepared to file complaints with the BBB, state oversight commissions, write reviews on social media car rental platforms and write a letter to the editor in the local paper. I will also use FB and twitter to implore friends, associates and the local community to do business elsewhere. Unbelievable, this office.

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Enterprise Cares April 4, 2016 at 2:12 pm

Robert,

We’ve taken note of your comments and would be happy to look into this for you. Please send us a detailed email to care at enterprise.com including your contact information, your rental agreement or reservation number and any further information regarding your experience with us.

Please reference Number 160404-002554 in the subject line of your email. Thank you.

Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car

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Jerome Cohen March 19, 2016 at 11:30 am

Do not rent from the location at 10th Street Northeast Washington DC the entire staff is unprofessional and totally incompetent

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Betsy Arroyo March 16, 2016 at 3:04 pm

On January 29th, 2016 I was hit from behind by a driver in an Enterprise Rental car. I called that evening to file a claim through the branch the driver rented his car from. They did what they had to do on their end gave me an 800# to follow up with on the following Monday since it was a weekend. I did so and my claim was quickly set up. About a week later someone came out to take pictures of my car. Then all of a sudden my claims analyst disappeared. Claudia stopped returning my phone calls. To make matters worse, when you dial 0 to reach an operator the line just rings and rings. Today is March 16th. My car is still not fixed and no call back from Enterprise. I thought this would be a very turnkey process seeing how the police report clearly shows the other driver at fault. Very disappointed with Enterprise and how this claim has been handled thus far. Poor follow through, poor customer service. Shame on you Enterprise!

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Teresita Edwards March 13, 2016 at 1:59 pm

Worst customer service at Atlanta Hartsfield Airport
I am an Enterprise Plus member which means absolutely nothing! I am cutting up this plus membership and will tell my colleagues, business associates, friends, and family to avoid your company.
1. Why is that when you make a reservation at the airport a prompt does not come up indicating that debit cards are not accepted?
2. Why was the young African American lady with glasses working on 3/13/16 so unhelpful, new nothing about the company, and unconcerned about the customer?
3. I explained to her that I was an Enterprise plus member, who had documentation that I lived in Atlanta and that I was essentially stranded since I put my car in the shop and caught an Uber to the only location that was open on Sunday. She made no attempt to find another location that was open on Sunday. She could have checked to see what other locations were open. She did not resolve the matter with the care I had come to expect from Enterprise. I subsequently stepped to the next Kiosk Budget and got a better deal and people who cared. I drove off in minutes no thanks to Enterprise. On my way to church I noticed there was an Enterprise less than two blocks away with a sign that said “Now Open on Sundays” on Piedmont Road in Buckhead. She should have been able to get me to this location and preserve my reservation. She did not, the terminal was essentially dead. There was a second agent and only one other customer. This is the second incident I have had with Enterprise the last time I was overcharged and the agent finally reduced some of the charges, but I am done with your company. What happened you all use to care? I am going to urge all my friends and family to avoid your company. I work for a company where you all have some type of partnership, when given the opportunity I am going to push to discontinue our present relationship.

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Rodney Gunter March 8, 2016 at 5:30 pm

I am shocked at the level of greed this company allows. Over $200.00 to drive a car 55 miles and turning it in within 6 hours of the rental. SHAMEFUL

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Enterprise Cares March 14, 2016 at 2:39 pm

Rodney,

We’ve taken note of your comments and would be happy to look into this for you. Please send us a detailed email to care at enterprise.com including the exact rental location, your contact information, your rental agreement or reservation number and any further information regarding your experience with us.

Please reference Number 160314-002425 in the subject line of your email. Thank you.

Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car

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Celia Woods March 7, 2016 at 4:57 pm

On Friday March 4th 2016 I rented a car to take my grandson siteseeing in our city .My name is Celia Woods and I live in Conyers Ga. He was here from Ohio he goes to College there .We went site seeing all that day and that evening. My grandson being a college student always carries his bookbag with him which contained his computer and his camera, the car got full so he put his bookbag in the trunk of the car. The car was due back the next day which was Saturday March 5th 2016 so that morning his aunt totold him to clean out the car(meaning) get your things out of the car! Assuming he had done so I took the car back, it had to be back by 12:00 noon. Checked it in and left my daughter picked me up. On Sunday morning we had plans to go to breakfast my grandson gets up an tells us he left his bookbag in the rental car!! Now it is Sunday so all we can do at this point is wait until Monday March 7th 2016 to contact anyone.. So this morning I call and spoke to an employee named Christine explained to her my problem. She then told me that my grandson was on the other line telling her the same thing she said she was having her guys check the trunk as we spoke, I hung up to give them time to do so. I called back about a half hour later,speaking again to Christine who then told me they could not find the Bookbag!! How can that be?? Christine said they had rented that car again that day, she said she had called the people who had rented it and left a message and we’re waiting for them to call .I took out your insurance because I don’t have a car,I asked if we could’ve somehow be reimbursed because that Computer and that Camera cost a few bucks!! I was told your insurance did not cover personal lost?? So what are we to do just bare the loss with no compensation!! The staff were very nice and helpful I don,t want to falsely accuse anyone but someone has that Bookbag with the Computer and Camera!!!!Celia

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Nour Hakim February 29, 2016 at 3:09 pm

Enterprise on 325 E 9th St, Charlotte, has the worst customer service ever, i went there last Saturday because my insure had reserved a car for me at that location, i had to deal with the rudest, meanest employ ever. his name is CORY AUSTIN. he is Rude, disrespectful and angry and unwilling to help. He is the last person you want to encounter when doing anything in your life. Sad that they hire people so incompetent. i have been a EnterPrise cusomer for about 12 years now and i will never ever go back to enterprise again

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Enterprise Cares March 3, 2016 at 2:21 pm

Nour,

We’ve taken note of your comments and would be happy to look into this for you. Please send us a detailed email to care at enterprise.com including the exact rental location, your contact information, your rental agreement or reservation number and any further information regarding your experience with us.

Please reference Number 160303-002025 in the subject line of your email. Thank you.

Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car

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Tired of the bs March 8, 2016 at 6:47 pm

I agree called to let them know about a fraudulent claim they have and was dismissed like I bothered them. Ridiculous!

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Mario Stoppello February 29, 2016 at 10:07 am

Absolutely will never rent from this company again worst customer service. No one knows what is going on transferred 5 times just to get my receipt. Not posted online like before. Car smelled like smoke. I am not dealing anymore with this company take my miles and jam them up your tail pipe. Rented over 20 cars with them, had my credit card stolen and they needed to call my employer my insurance agent even after I gave them a copy of my returned flight to rent a mid size. I felt like a thief. Walked over to Budget they pulled a soft credit pull and off I went. Bad service bad company I have passed this on to my Head of HR. and she is currently looking at yanking our agreement with Enterprise. She ahs had other complaints. Over charge on gas and so on. forcing INSURANCE. We have over 5k employees. Good luck Enterprise.

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Enterprise Cares March 3, 2016 at 5:27 pm

Mario,

Thank you for bringing this to our attention. As customer service is of the utmost importance to us, we would be happy to look into this for you. If you would like to further discuss your experience, please contact us at care at enterprise.com with the complete details. Include the exact rental location, your contact information, rental agreement or reservation number and any further information regarding your experience with us.

When emailing, please place reference number 160303-002854 in the subject line. We look forward to hearing from you.

Sincerely,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car

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John Smith February 28, 2016 at 8:05 pm

I have been renting from Enterprise quite often in the pass year or so. I have had numerous mishaps. I noticed after looking over my reservations and my return receipts that I’ve always rented a full size car; however, I noticed that on my rental from 11/23/2015-12/02/2015 I was given a Chrysler 200 and everywhere I look it shows that type vehicle as a standard vehicle for Enterprise but I was charged the price of a full size car rental. On another rental in January 2016, I made the reservation a week ahead of time and was contacted the day before to confirm I was keeping the reservation on the next day. Which I did; however, when I got there the Bastrop, La. location did not have a full size car there. The worker told me to take a minivan at least that way I’d have a vehicle. Sorry, but that’s not what I reserved. However, that was resolved but the fact that they charged me for a full size vehicle on the rental for 11/23-12/02/2015 with no recourse to this action is sad. I now have a reservation for 03/04/2016 for a full size SUV I sure hope I don’t get taken advantage of like I was with the other rental. There should be a discount or refund for the differences. I will be calling corporate regarding this because I do have my reservation document and my return receipt for the 11/23-12/02/2015 rental. And I hope they have a full size SUV for the 03/04/2016 reservation at the Bastrop, La. location because I’m needing exactly what I reserved being that I am taking my mother-in-law and other family members to her sisters’ funeral for 03/05/2016.

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Enterprise Cares March 2, 2016 at 7:25 pm

John,

We’ve taken note of your comments and would like the opportunity to look into this for you. Please send us a detailed email to care at enterprise.com including your contact information, your rental agreement or reservation number and any further information regarding your experience with us.

Please reference Number 160302-003481 in the subject line of your email. Thank you.

Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car

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Dayna February 22, 2016 at 8:44 pm

I have recently rented a car with enterprise and am very dissappointed with their service in Indiana, PA. First, I was picked up over 45 minutes late, making me late and missing work. After, the manager knowing I had total transferable coverage on my vehicle, failed to explain my insurance was covering this, and set me up for a plan which was about $20 a day. After speaking with my insurance company, they personally called and asked for my money to be refunded. He refused to refund me majority of my money and was only going to take care of 2 days. I cancelled the plan and still have not even received my refund, (even though I should be refunded for the entire time I had the car on the plan) I called customer service and they said there was not much they could do and gave me numbers for area managers. Well I brought this up to the manager and he told me these were the wrong area managers. I cannot seem to find the correct manager online. I would really like this issue looked into because I believe this location is taking advantage of their customers knowledge on insurance policies and is trying to get money from the insurance company and customer. I would very much appreciate a refund for the money I paid that I did not need to spend. I will never use this enterprise again. My insurance company may not send customers there again after all the trouble they caused me.

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Enterprise Cares March 2, 2016 at 7:12 pm

Dayna,

We’ve taken note of your comments and would like the opportunity to look into this for you. Please send us a detailed email to care at enterprise.com including your contact information, your rental agreement or reservation number and any further information regarding your experience with us.

Please reference Number 160302-003455 in the subject line of your email. Thank you.

Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car

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Teresa February 22, 2016 at 5:01 pm

It would be nice for someone at Enterprise to return a phone call! This company has very poor customer service.

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Enterprise Cares March 2, 2016 at 7:03 pm

Teresa,

We would be happy to look into this for you. Please send us a detailed email to care at enterprise.com including the exact rental location, your contact information, your rental agreement or reservation number and any further information regarding your experience with us.

Please reference Number 160302-003387 in the subject line of your email. Thank you.

Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car

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Monique Richardson February 22, 2016 at 3:51 pm

I am so upset and feel so stupid. I have been renting every weekend and up to this point would have recommended Enterprise Rental to anyone. For the past several weekends I have been taking advantage of the awesome $9.99 weekend special. This past weekend I was put into a Toyota Corrolla and I did the car inspection with Cory (Enterprise employee). He was looking for golf ball size dents and scratches. I noticed dings on the rear passenger door but it was not golf ball size and he thought it was nothing either because we went twice around the car. He didn’t mark it down on the paper work and when I returned the car Enterprise took my $100 deposit and is filing a damage claim on a door I didn’t even damage. I will never, ever rent from Enterprise again and I will batch them until my last dying breath. I am going to tell my story to everyone through out the social media.

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Monique Richardson February 22, 2016 at 4:19 pm

You take advantage of people because they don’t want to get your collision coverage. I have car insurance. I barely driven the car and never had a problem with you guys before but you want to use me as a scapegoat. Those dings were already on the car and your sales people are so lame because the next to the last rental I gotten from Enterprise you didn’t even realize the flat tire icon was displayed on the dashboard but you sent me off in that car. You suck.

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EnterpriseCares March 2, 2016 at 4:20 pm

Monique Richardson,
We’ve taken note of your concern and would like to have the opportunity to look into this for you. Please send us a detailed email to care at enterprise.com including the exact rental location, your contact information, any claims, rental agreement or reservation numbers and any further information regarding your experience with us.

When emailing, please list Reference Number 160302-002898 in the subject line. We look forward to hearing from you.

Respectfully,
Carol H.
Social Media
Enterprise Rent A Car

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Kevin spann February 14, 2016 at 11:28 pm

I work at Enterprise and my boss is not appreciating anything I do all he just assumes that intakes advantage of my job and I don’t I actually like my job and will do any and everything my co workers ask of me and for him to talk to me that way. I’m at the hospital right now with my fiance she has diabetes and I’m the only person who can take her to the doctors and now she has to stay over night. I don’t want to tell my boss that I can’t make it I’m worried that he will try and fiworried because he thinks I just don’t want to come to work when I have the easiest job ever why would I want to give that up can someone help me out with this situation I try and contact my bosses boss I can never seem together in touch with home but he always seems to return my bosses calls but won’t ever return my co worker call when we need to talk about how we are being treated at work. Thanks Kevin spann

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Connie Pittman February 11, 2016 at 11:20 pm

I’m taking lots of pics of my vehicle, so I can’t be framed. This such a travesty. Mr. Taylor is rolling over in his grave.

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Maria Baczynski February 6, 2016 at 8:06 pm

I will never EVER rent from enterprise again.

They are the most disorganized, unprofessional company I have ever dealt with. Their employees are rude, ignorant and can care less of any needs that you have. Not only did it take 2 hours to even get in a car even though everything was suppose to be taken care of before we were picked up we ended up with a car that smelled like marijuana. No one cared. I have 2 kids. When we first took the car the smell was hidden by the fact that the car has been sitting outside for some time in the cold and the cleaning that it probably had. But the next day when I turned on the heat it was pouring marijuana out of every inch of the car. When I called to tell them they need to bring me a new car they didn’t have the time to do that. And the manager wouldn’t even get on the phone with me and never even called me back. Avoid these people with all you can!!

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Enterprise Cares February 9, 2016 at 4:56 pm

Maria,

We’ve taken note of your comments and would be happy to look into this for you. Please send us a detailed email to care at enterprise.com including the rental location, your contact information, your rental agreement or reservation number and, any further information regarding your experience with us.

Please reference Number 160206-001163 in the subject line of your email. Thank you.

Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car

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Candice February 6, 2016 at 12:59 pm

I am totally unhappy with my recent experience at enterprise. This message is directed to the branch in Delray Beach FL located at 14832 S Military Trail Delray beach Fl 33484. I needed a rental car for 1 week, the sales person named Toran Dhanasar (assistant Manager) told me that the weekly rate would be $168.59 and the $200.00 deposit fee. I rented the car. Another week pasted and I called to let them know I would be keeping the car again for an extra week, this time I spoke with a different sales rep named Trevor who told me another price of $275.00 for an extra week. When I asked him why would the amount be so high he told me that I went into a daily rate of $35.00 for 4 days. And if I wanted to keep the car for an extra week I would have to pay $106.00 and the weekly rate of $168.00 which made a total of $275.00. At the end of the week I called and asked how much it would be to rent for another week the sales rep Toran told me it would be another $300 plus dollars for another week. By this time I was outraged because I had just paid $656.00 just for 2 weeks for a rental car, not to mention it was a compact vehicle. Torhan then explained to me that my $200 deposit was taken and that I would not be receiving a $200.00 deposit upon returning the vehicle. I will never rent from this branch EVER AGAIN!!!!!!!!!!!!!! AND I WILL BE SURE TO CALL CORP!

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Enterprise Cares February 9, 2016 at 4:38 pm

Candice,

We’ve taken note of your comments and would be happy to look into this for you. Please send us a detailed email to care at enterprise.com including your contact information, your rental agreement or reservation number and, any further information regarding your experience with us.

Please reference Number 160209-002656 in the subject line of your email. Thank you.

Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car

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Ian Y. February 2, 2016 at 12:13 pm

This comment is specifically towards the Enterprise branch 5424 in Las Vegas, NV on Sahara Blvd. and Eastern Ave.

I reserved an AWD vehicle and I was given a Jeep Cherokee Latitude (which I later found out was a FWD rather than an AWD) which led to multiple complications. I asked Aleyda (the employee who helped me check out a vehicle) if the vehicle was an AWD because we were planning on driving it to Brianhead, UT and they specifically said we would need a 4WD/AWD vehicle. She guaranteed it was stating that “all Jeep vehicles are AWD” but we found out the hard way that not all Jeep vehicles (like this one) are not AWD vehicles.

When I tried returning the car and told Erin Palmer, the branch manager, about my situation. But first, Erin tried to argue that this vehicle was an AWD and I showed her the specs of the vehicle showing that it is not an AWD but rather a FWD. Erin kept insisting that it was an AWD vehicle. I asked her if she could show me how to turn on the AWD system but she said that it was “automatic”. Even a customer that was in the store at the same time agreed that it was a FWD because she rented it out before. So i asked Erin, if we can agree that the vehicle is a FWD and she said “I wont agree or disagree.” I tried showing her the specs and mentioning the customer multiple times again and she finally sarcastically said “Fine, I agree,” so I said, “You do not have to be sarcastically rude”. I told her of our complications because of the lack of an AWD vehicle. We got stuck in the snow at the mountain, had to get towed and pushed out the snow back to the freeway, had to stay overnight and was charged for an extra night which also led to not being able to make it to work. While informing her about these situations, she rudely interrupted me saying, “We can not waive any of those fees. This would not have happened if you accepted our road side assistance”. I got upset because I wasn’t asking for anything, just to be heard of my situation. Also, we would have never gotten stuck in the snow if we were given the correct vehicle. We had 3 other AWD vehicles accompanying us (1 of which was also an Enterprise vehicle, Chevy Traverse) and they had no complications whatsoever.

So I asked for the keys back to return it to another Enterprise because I felt that she did not want to listen, did not want to be helpful in anyway and rather just get me out the door so she can get on with her day. I would have understood if she just apologized for giving me the wrong vehicle because even I did not know it was a FWD vehicle but she wanted to stand her ground stating that “all Jeep vehicles are AWD” and did not want to face that facts but rather provide false information and stick to it. Even when returning the keys to me after pulling the vehicle to the front of the store, she rudely walked away saying “I have to help out other customers” when she wasn’t even done helping me.

I am completely dissatisfied with the service I was given by Erin Palmer. This experience has left me with a dissatisfaction of Enterprise and I am not looking forward to business with the company along with an almost $400 extra charges due to staying over night and towing services. I called another Enterprise to return the car, but they suggested to just close the contract and return the vehicle because they would not be able to do much to help and to call corporate to file a complaint.

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Enterprise Cares February 2, 2016 at 5:50 pm

Ian,

We’ve taken note of your comments and would like the opportunity to look into this for you. Please send us a detailed email to care at enterprise.com including your contact information, your rental agreement or reservation number, and any further information regarding your experience with us.

Please reference Number 160202-003013 in the subject line of your email. Thank you.

Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car

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Ashley February 1, 2016 at 6:24 am

I will never rent another car from Enterprise!
*Disabled and mistreated veteran*

encountered the most disrespectful and downright unprofessional service that I’ve ever had in life. Countless hours wasted and because of your company, I was left stranded with my 3 Daughters ages 3, 2 and 6 months at the time. I made a complaint to your corporate office, also to the BBB-both left unresolved.

I came to Brunswick, Ga from San Diego after loosing both of my parents only 57 days apart. I needed to handle some personal affairs. Due to the fact that I have always rented from your company with minimal issues, I decided to rent once again. With my reservation in hand, I called your company to ensure that there would be a vehicle for myself and my daughters. I asked to be picked up-( mind you it was Friday, I reserved and Saturday that I called.)

My selection and payment was for a midsized sedan or crossover vehicle (3 large carseat needed to fit.) It was not to my surprise that when I called, they acted as if they had no knowledge of speaking with me at all. I gave them the name of the representative and was told they had someone in less than 15 minutes on the way, so just wait outside.

I packed up my children and we waited, mins quickly turned into hours. I called for over an hour, with my calls going to voicemail-stating that ypu all were closed. (At 11:00?! SERIOUSLY) Finally I found a friend willing to leave their job and take me to Enterprise. As I pulled up about 6 mins after closing, I was ignored by a guy in dress clothing walking to his car. On the inside, a female and amother mail were just hanging out and there was a guy out back smoking and washing off a car.

I could not believe this. When I finally got in their behinds about the complete neglect for customers and families, especially a person with several medical conditions, who you left waiting outside like a damn dog for hours, while you’re all parlaying and being lazy-using the excuse we forgot. The guy actually said oh my bad! What kinds of Tom foolery is this.

They said oh well we can get you a car, but all we have is this…A impala, that smelled like smoke. I was livid, BUT WAIT THERE IS MORE. While I was getting my children’s carseats into the vehicle, I see the police circling around me! I asked of there was a problem and he stated no, they just called about a poss disturbance. I’m looking like, I have to be getting punked here.

I reserved a car, you all call and say you’re on the way, I get here because it is 12:00 and you all never show up. I have 3 small kids, a cane and I’m disturbing. He stated I know and just drove off. I never received an apology, the car was dirty, and it smelled like cigarettes and Marijuana!! It was too small for me to fit any of my belongings in and when I returned it, I made a complaint about a Ipod Mini and car charger that were left behind and never returned.

I know my complaint is only one of many, but your service left a lasting impression that was more tHan enough for me. After being a customer for over 10 years, I will not rent from this company, who clearly hires anyone, including buy not limited to incompetent individuals who are only there for a paycheck and not to serve patrons with the highest quality and service.

Ashley B

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Enterprise Cares February 2, 2016 at 4:28 pm

Ashley,

We’ve taken note of your comments and would like the opportunity to look into this for you. Please send us a detailed email to care at enterprise.com including the exact rental location, your contact information, your rental agreement or reservation number and any further information regarding your experience with us.

Please reference Number 160202-002776 in the subject line of your email. Thank you.

Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car

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Lawrence Nitka January 24, 2016 at 12:49 pm

I’ve used Enterprise off and on for my car rental needs for 20 years or more, they are honest and consistent. I’m lucky to have a great rental car company like them to use.

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Enterprise Cares February 2, 2016 at 4:17 pm

Lawrence,

Thank you for your kind words. We strive to provide the best service to our great customers and always look forward to haring your feedback. Please feel free to contact us at any time. Safe travels!

Sincerely,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car

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Ebony January 24, 2016 at 1:39 am

I recently had the worst experience with Enterprise ever. To make a long story short, I had a rental car for about 2 and a half weeks, the salesperson let me pay cash, on the day that I decided to return the car, the salesperson had quit and lateri found out that he pocketed my money and never recorded my cash transactions. I have let numerous messages at the corporate number and no one has call me back yet. After this experience I doubt if I ever do business with Enterprise again!

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Enterprise Cares February 2, 2016 at 4:06 pm

Ebony,

We’ve taken note of your comments and would be happy to look into this for you. Please send us a detailed email to care at enterprise.com including the exact rental location, your contact information, your rental agreement or reservation number and any further information regarding your experience with us.

Please reference Number 160202-002673 in the subject line of your email. Thank you.

Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car

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ozzie windham January 23, 2016 at 11:28 am

My mom had to take her 2015 Nissan Altima car to the body shop so they can fix her mirror on the drivers side because a car had side swiped it & damaged it. My mom got full coverage insurance with Progressive & she had to pay a $500 deductible. So the body shop had rented my mom a Hyundai Sonata for 5 days from Enterprise located in San Rafael California a few minutes away from the body shop. So they pick me & my mom up at the body shop & took us to Enterprise & when we got there we had to wait like 30 minutes so finally the lady that works there called my mom up to sign some paper for the rental car & they took $100 off her credit card & she when you return the car they will reimburse the $100 back on her credit card. So when the car was ready we went outside & we checked the car to make sure it wasn’t no dents & damages to the car & then the dude kept trying to tell my mom to get the rental insurance just in case somebody run into u & hit u & she told the dude repeatedly that she didn’t want it so then he showed us the gas mileage on the car & told us to bring it the car back with the same gas in it or they gone charge $4 a gallon which the car was 2 lines from a full tank when my mom drove the car off the lot home. so the next day the body shop called my mom & told her that it’s going to take longer then 5 days to fix the mirror & it will be a few more days & we’ll make sure to contact Enterprise to let them know you’ll be keeping the car a few more days. So the body shop called my mom on the 7th day & told her that her car was ready for pick up so on our way to the body shop to pick up my mom car she stopped at Chevron gas station & put $17 in the rental car & took it back which it was close & my mom notice it was close to 2 gas lines off from when she got the rental so when we get to the body shop my mom ask the lady do u want me to drop the rental back off at Enterprise & the lady no that’s alright i will take care of it & then we left & so they called my mom & told her they gone reimburse her back $75 from her $100 because they took $25 for the gas not being back in the car when she rented it. So my mom argued with them telling them they wasn’t suppose to take that much at the most i was thinking u guys going to take about $8 at the most because the car didn’t need that much gas because i know where the gas hand was when i rented it & it was just only 1 or 2 gallons from being where it started from. So now the Enterprise manager suppose to call my mom later on today to discuss the matter so hopefully the manager will solve the issue because my mom is frustrated & she talking about putting in a complaint…….Enterprise is a rip off.

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Theresa January 21, 2016 at 5:19 pm

2016Jan21-Thursday
I’ve been a loyal customer for ten years.
I live in Fort Walton Beach, Florida. 32547
Last year as of Nov2015, i rented from Enterprise Rental; To my surprise they’ve mention to bring in my utilitie bill or water bill; I didn’t see a problem with it, but I did mention inregards too keeping a copy in file so i dont keep bringing paper trail with me all the time.
Now I am here in Texas, visiting my Grands until Feb2016, and to my surprise I need the BILLINGS for my address, I live in Florida, I and my husbands 21st anniversary is on the 23rd and its on a saturday, I really wanted to surprise him.
Is there a way Enterprise can verify through their sister programs and lighten up a little bit for middle class loyal customers or come up with a better way to accomodate Debit card payors, whom don’t like using credit cards.

Sincerely
Just Living life and making every day count.

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Carol Gwillam January 19, 2016 at 2:19 pm

I would like to start out by letting you know that in 2015 our company rented cars from your Enterprise facility in Middletown, Ct. on 17 occasions of which the last two were criminal. One in particular which mirrored the prior. Went to pick up vehicle, what was reserved was not available so another car was given. We were charged for the upgraded vehicle which we didn’t request. One rental was $212 overcharge and the second one was $563 more. This is criminal and if Enterprise wants to have a stellar reputation should be investigated. The way the agent handles this is by asking when you pick up the vehicle do you want a Nisson or Impala…but never lets you know that it is an added charge. If the car is not available, no added charges should occur. This whole scenario reminds me of a “Seinfield” episode…..don’t they realize that the reason you reserve a car is to do just that…..RESERVE that car….The manager at that location, Phil, was asked for a copy of the signed rental agreement but was never received.

Your company representative was asked for a refund in the amount of $437.00 which would take into account the additional 4 days at approximately $26.00 per day. I asked for a document indicating the available vehicles between 0800 and 0930 on 11/6/15 for him to see that the car reserved was unavailable. He refused to review the information or send me the signed document for the rental.

I just read your website and was not surprised at the many complaints for this type of behavior that seems to be occurring at many different locations. I would appreciate it if you would review the above information and the data at the location in question.

I look forward to a favorable reply and a credit for the overcharge on our American Express Account.

Sincerely,

Carol Gwillam
Office Manager

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Enterprise Cares February 2, 2016 at 3:47 pm

Carol,

We’ve taken note of your comments and would be happy to look into this for you. If you would like to discuss your rental experience further, please send us a detailed email to care at enterprise.com including your contact information, your rental agreement or reservation number, the exact spelling of your name on your reservation, and any further information regarding your experience with us.

Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
160119-001702

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Ferdinand Nlate January 10, 2016 at 10:46 am

I had a terrible with Enterprise last month (December). i have been using that company for about 5 years now. i am an economic operator. i travel a lot and my standards are very high when i rent a vehicle. i always d=go for a luxurious car. On December 16th, 2015, i picked up a vehicle from Enterprise Silver Spring MD. It was a BMW X5 2015. I had it under weekly rate. i declined the company insurance and protection package. I returned the car at a different location and paid the extra drop off fees. Because of my busy schedule i did not really look at the details of the receipt. Few days after, I realized that $ 110 were added to my weekly rate, and additionally ADA the salesperson added the insurance package on it. The total rental price just doubled. I called the location about the situation, i was told to come in which I did. They retrieve the original contract showing no presence of the insurance on it. I showed them my online reservation which was 473… dollars. on their receipt it went up to 573… plus 490 dollars of taxes and everything. The Manager Mike told me the salesperson made a mistake, and overcharged me. i expected to be refunded within 5-10 business days, yet as right it has not happened yet. I will take a legal action for this since the company it is not willing to comply.
On the 30th same month i had another reservation for a luxurious car at that same location. I called a day prior, and when i was on my way to pick up the car. They assured me the car was there and ready. i showed up around 09 AM, they were rude, with attitude especially Ada. They played me the entire day. I left that location at after 1PM. There was no car available as far as luxurious package. They did not try to accommodate me. They lied to me that they contacted another location, and they had a car on the way. It should not take 15 minutes to get it. i waited over 55 minutes for that and left. If this is not lack of professionalism, poor customer service, poor management, inexperienced team, no business skills whatsoever then what it is???????

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Enterprise Cares February 2, 2016 at 2:50 pm

Ferdinand,

We’ve taken note of your comments and would be happy to look into this for you. If you would like to further discuss your experience, please send us a detailed email to care at enterprise.com including the exact rental location, your contact information, your rental agreement or reservation number, and any further information regarding your experience with us.

Please reference Number 160202-002365 in the subject line of your email. Thank you.

Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car

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Lee Edmond January 7, 2016 at 4:49 pm

I agree with all of the above comments. I would just like to add that there is a moron running the Enterprise office in Ballard, a Seattle, Washington neighborhood. I won’t go into detail here, since I have already lost hours of my time trying to rectify his abysmal stupidity. But I am hoping (probably in vain) that someone from headquarters is monitoring this site and will get rid of this guy before he drives others away from Enterprise, as he did me.

Lee Edmond

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Enterprise Cares February 2, 2016 at 2:40 pm

Lee,

We’ve taken note of your comments and would be happy to look into your experience. If you would like to further discuss your experience, please send us a detailed email to care at enterprise.com including your contact information, your rental agreement or reservation number, and any further information regarding your experience with us.

Please reference Number 160202-002258 in the subject line of your email. Thank you.

Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car

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John Closson January 7, 2016 at 3:11 pm

To whom it may concern,

I just wanted to voice my deep dissatisfaction with Enterprise Rent a Car.

As a backdrop, our car had to go into the shop and we were provided a rental car out of the Fairfield, CT location. Upon returning it yesterday during the four point inspection they noticed a small scratch, smaller than a credit card, located low on the front bumper. They discovered a small crack and said we would be liable for the damages. We were then informed we would be charged $500 on our credit card and would get an estimate sometime late next week. Thank you and have a nice day.

However, there is another side to the story. I have attached a picture of what the scratch looks like now after someone at the Fairfield location got done poking and prodding. If it looked like this when we brought it in I wouldn’t be writing this email. It would be our fault and we would pay.

However, both my wife and 20 year old daughter said when they returned the car the “scratch” was barely noticeable and did not expose any white. Only the keen eye of your employee caught it and proceeded to poke and prod it to what it looks like now. In speaking with Fairfield today they said no one has touched the car since we drove it in so that’s the way it looked when we returned it. This is not true. It is a lie. This looks a hundred times worse and the crack is most likely larger than when we left.

But it gets better. When we initially went to pick up the car in Fairfield the appropriate car wasn’t available so they drove only my daughter to Bridgeport. On the way there, he pulled several illegal right on reds that my daughter mentioned later in the evening. But I digress…Once there, the attendant located the car within 15 minutes and did the walk around with my daughter positioned at the driver’s side door the whole time. ( He should have made her follow him around the car) And since it was parked against a wall he was unable to view the backend, but, according to my daughter, he said there was no damage on the car and said sign here and she drove off.( 1- he should have pulled the car out and completed the inspection nd 2-Since he didn’t I guess we would have been liable as soon as we drove it off the lot if there was any)

When my wife and I inspected the car that evening it was filthy on the outside, inside there was trash and match books, and the car smelled like cigarette smoke. In retrospect we should have returned the car immediately due to its poor condition, but we needed wheels for my daughter to go to school the next day so we cleaned it out and opened the windows.

Overall in my opinion Enterprise failed.
1. They were unprofessional and sloppy in conducting themselves with my daughter and performing their inspection process which is in part to protect the consumer.
2. They provided an inferior product and experience to me and my family due to the condition of the car
3. Clearly something happened from the time we dropped the car off to this morning as the “scratch/crack” somehow got much worse.

In my opinion the “scratch and crack” could’ve been present for weeks or months since it was barely detectable due to its location and the fact that it was not showing any white against black paint when we returned it. However, after they started pushing and pulling on it, its appearance was much worse!

In a perfect world Enterprise would write this off and we would continue to use Enterprise as our rental company of choice. However the local office is by the book, by the grace of eagle eye they found something and must make the customer pay.

And to be honest, it’s not really about the money. It’s that we feel we are getting the shaft because in all likelihood that scratch/crack was there before and we are the unfortunate ones who are getting stuck with the bill.

Therefore going forward we will make our rentals with anyone but Enterprise.

Sincerely,

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Enterprise Cares February 2, 2016 at 2:30 pm

John,

We’ve taken note of your comments and would like the opportunity to look into this for you. Please send us a detailed email to care at enterprise.com including, your contact information, your rental agreement or reservation number, the DX or claim number, and any further information regarding your experience with us.

Please reference Number 160202-002163 in the subject line of your email. Thank you.

Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car

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Sonya Bobbitt January 4, 2016 at 2:18 pm

On 12/18/15, I spoke with Claudia in escalations regarding a compliant on Brandon Arrington (manager or assistant manager at 1221 S. Wesleyan Blvd, Rocky Mount, NC 27803). I provided her with the requested information and she asked would I like to receive a call back from the district manager and I stated yes. As of 1/4/16, I still haven’t heard back from any higher management personnel regarding my compliant.

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Enterprise Cares February 2, 2016 at 2:10 pm

Sonya,

We’ve taken note of your comments and would be happy to look into this for you. Did you receive a reference number? Please send us a detailed email to care at enterprise.com including your contact information, your rental agreement or reservation number, and any further information regarding your experience with us.

Respectfully,
Christopher
Social Monitoring Coordinator
Enterprise Rent-A-Car
Ref#151218-000643

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Kailie December 30, 2015 at 1:11 pm

I have never had more trouble in my entire life!! After this experience Woodman Nissan and Enterprise have COMPLETELY LOST MY BUSINESS, and anyone I know. I only had to rent the car because Nissan is trying to pull a fast one on their customers and sell cars with RUST brand new 2015 off the lot with only 4060 miles on it WITH RUST!!!!!! So I had to get a rental vehicle which Nissan has a contract through Enterprise so of course with Nissan being incompetent they have the other most incompetent company in the world! When all was said and done and it was time to return the vehicle I was told I could drop it off at Nissan because I got off after Enterprise closed. I dropped the keys off to one of the sales KIDS on the floor he did NO WALK AROUND OR ANYTHING. I called later that night because I forgot my garage opener on the visor was promised it would be removed and I could pick it up. Went up there the next day and the garage opener was nowhere to be found because they didn’t bother doing one simple task. Next day I receive a charge to my card, I called enterprise to see what was going on and why I was charged. I was told the car wasn’t returned when I actually had because Nissan said that I hadn’t dropped it off. Enterprise called the next day and Nissan STILL HAD THE CAR LOST. THE CAR WASN’T FOUND UNTIL MONDAY!!!! Now Enterprise has the audacity to send me a bill for $1,034.26 for damages to the ROOF of the car, according to them I must of set something on the car to cause the damages! I didn’t move, I didn’t put anything on the car. It was garage kept, like my car is, and driven only to and from work and a little around on my day off to complete some shopping. NO DAMAGE WAS DONE TO VEHICLE MAYBE JUST MAYBE THE DAMAGE WAS DONE WHEN YOU TWO INCOMPETENT COMPANIES COULDN’T FIND A $32,000 VEHICLE FOR OVER 48 HOURS!!!!!!!!!!!! Also you damages and claims call center sucks!!! NO ONE WANTS TO DO THEIR JOB!!! Its just transfer, transfer, transfer!!!!!! Finish telling your story and they transfer you to the people you just talked too. They are rude, incompetent, and a waste of PAY!

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dw December 30, 2015 at 6:21 pm

..thought i had it bad. BS, this company! If this stops ‘1’ person from renting from these people…….

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Enterprise Cares January 21, 2016 at 2:39 pm

Kailie, we’ve noticed your comments and would like to have the opportunity to look into this or you. Please send a detailed email to care at Enterprise. com Include the exact rental office location, your contact details, your rental agreement or reservation number and additional information regarding your experience with us. When emailing, please list Reference Number 160121-001662 in the subject line. We look forward to hearing from you. Warm Regards Carol H. Social Media Alamo Rent A Car

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beverly December 23, 2015 at 3:30 pm

On 12/22/2015, after flying 12 hours, my elderly relative, David Keller, arrived at Syracuse NY. He had reserved an economy car with your Enterprise branch at the airport and was to drive 4 hours to our home. Being elderly, he did not carry his credit cards because of potential theft or loss. When he made these reservations, he was told they could not accept his payment over the phone or internet. He was told that he would have to present his method of payment upon arrival. At no time was he told he could not use his debit card or cash. Upon arriving at the Enterprise kiosk with his papers, reservation numbers; he was asked for his method of payment and gave it to them. They abruptly told him it would not be accepted as a method of payment. He then called me upset, confused and frantic. I assured him down I would try to help. I called my local Horseheads NY Enterprise office prepared to go there, present my credit card, whatever else was needed to pay for it at my location, only to be told they would not do that. Their policy was to pay for it where the rental was taking place, no suggestion, no feeling of compassion did I detect. I asked if they had any suggestions, they told me to drive to Syracuse and pay for the car, it was all they would suggest and would not elaborate further, they just seemed like I was a bother. I then returned a call to him (relative) asking if the branch could take my credit card data over the phone and could hear the abrupt cold response from a person in the background denying us this too. I tried to ask her for a shuttle number, alternative methods of getting the person here and she told me she knew of nothing that could help me. This gentleman could not walk all over the airport as he was off a 12 hour flight and not ambulatory enough to make these hikes. After trying all these methods and more, I finally drove the 4 hours to pick him up. Consequently, we had an elderly person who hadn’t slept in more than 30 hours as his flight was at night and he couldn’t sleep as he intended. He sat in front of your office branch for 5 hours, no one at your kiosk offered him, water, coffee, no apologies nor compassion for an old man. Another kiosk supplied him with the necessary comforts when finding him stranded on the bench. I am appalled at the lack of tact, Christmas spirit, unconcern he was shown. It was to me like ‘’no room for a babe’’ being Christmas time and he being told ‘’Not my concern, I am here to do my job’’. We travel a great deal and have never been told such garbage, or if told anything, people have always been willing to help us with a problem. But instead, did they see a disheveled old man who wasn’t their father so no concern? I will never recommend Enterprise again and I will truly also broadcast what has happened. I have many returning customers in my business because each one of them is important, I made my money from them, I owe them the tact to be as concerned after the sale as I was in getting the sale. I am sad to see NY or a part of our state treating anyone this way, much less one of our elderly visitors. Thank you and yes, I will say Merry Christmas because I am not practicing business as you seem to be. “Enterprise” name is synonymous with the leadership and vision of the business., I think not
Thank you, Beverly Keller,

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Enterprise Cares January 21, 2016 at 2:31 pm

Thank you for bringing this to our attention beverly. Please send us a detailed email to Care at Enterprise.com with complete details including the primary renter’s full name and phone number, location rented, rental agreement or reservation number, and reference # 160121-001635. We appreciate your comments and look forward to hearing from you soon. – Carol

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angela diaz December 15, 2015 at 2:41 pm

From: Diaz, Angela C
Sent: Tuesday, December 15, 2015 2:38 PM
To: ‘Miller, Brittney A’; ‘,’
Cc:
Subject: RE: Feedback – Enterprise Rent-A-Car Complaint Overall Experience

Brittney,

This obviously is a complaint that took over a year to resolve. Why would there be no action taken? I understand that there are channels which the company prefers to gather feedback from however how do you easily dismiss customer comments especially from a negative customer experience because it is not the “appropriate channel”.

Throughout the lifecycle of my issue, I’ve encountered numerous employees with the “That’s not my department” mentality. It is really sad that the company does not give their front line employees and first level management the power to go beyond resolving a customer issue but taking ownership for the mistakes of the company to regain the customers trust and satisfaction.

I ask that you CC: this to whomever you report to because I want to provide feedback. Not to yelp or other third party website, but to someone with enough authority that can take my feedback seriously!

Thank You

Angela C. Diaz
Supervisor – IT Business Ops
NJPO Tech Support
Office : 301.282.XXXX
Mobile : 202.909.XXXX

Why Silver Spring is a Great Place to Work!

From: Miller, Brittney A
Sent: Tuesday, December 08, 2015 5:18 PM
To: Diaz, Angela C
Subject: RE: Feedback – Enterprise Rent-A-Car Complaint Overall Experience

Hello,

At this time no action will be taken from these comments nor has this message reached who has been addressed. I would ask that you follow the appropriate channels to have a formal complaint/feedback filed. You can place a formal complaint/feedback with Enterprise by contacting an Enterprise Customer Service representative at 1-800-264-6350.”

Thank you,
From: mailer
Sent: Tuesday, December 08, 2015 2:29 PM
To:
Subject: Feedback – Enterprise Rent-A-Car Complaint Overall Experience

This letter is being shared with you by angela diaz through the PlanetFeedback.com service. PlanetFeedback is one of the oldest and most respected consumer feedback services, and is designed to help consumers effectively share their opinions with companies and brands.

Dear Andrew C. (Andy) Taylor, CEO
Enterprise Rent-A-Car
600 Corporate Park Dr
St. Louis,
63105

You left me on the side of the road for HOURS!

I rent often for personal and business use. I currently work for Verizon and Enterprise is our preferred car rental vendor. When I rent for business I use my corporate AMEX. When I rent for personal I use my Visa.

I have a complaint about several visits. First off, I am new to the DC area. When I rented my first car from Rockville, MD I completely forgot to get the EZPass from my car to care for toll costs. I was charged for toll violations on several occasions which I paid because it was my fault.

However one time, I rented a vehicle for personal use. Your company used my corporate AMEX to charge the toll fees because it was on file previously. It went thru a huge ordeal with EHI to reverse the charges on my AMEX and charge to my Visa. This caused various issues. The next time I went to get a rental I was on the DNR list for not paying toll violations. Because it was a weekday they were able to call the “corporate office” to approve my rental and assured me it would be cared for.

The next time I got a rental from Hyattsville, MD I was good to go. No issues with picking my car up. However the experience was even worse. On my way home the car broke down. I called Enterprise for a tow and I waited for over 3 hours and no tow truck. My phone was about to die and after calling in multiple times the Enterprise representative said they would call me a taxi to pick me up and take me to Enterprise so I can be on my way. They advised me to leave the keys in the car for the tow truck. By that time it was almost midnight and the only Enterprise open was at ORF Norfolk International Airport and they were about to close. I was upset that they did not give me this option sooner. After almost 5 hours trapped in my car, a tow finally came and dropped me off at a hotel which Enterprise paid for. Thanks for the accommodations but I was late for an important business meeting in DC which executives from Tampa flew in for specifically.

After I dropped my car off back to Hyattsville, I advised them that the car that was towed had a full tank of gas as it literally broke down 5 minutes after I gassed it up. They advised me to not worry about refuel charges and it would be cared for. They also gave me a voucher for a free rental in the future. I didn’t feel that I was compensated correctly but I just wanted to leave.

A day later I realized that I left my favorite heels in the car that was towed. After being stranded in a car for 5 hours I was ready to go to the hotel room and didn’t look through the car for my belongings. I called Enterprise in Norfolk and Hyattsville to have them track down the car. No one followed up with me. I called both locations several times and no follow up. I finally gave up.

This was in June/July 2014…. Fast forward a few more months. I tried to rent with Enterprise again at DCA Reagan International Airport. I was denied saying that I am on the DNR list. I thought that it was taken care of from my last visit in Rockville, Maryland. However since it was a weekend the “corporate office” was closed and they could not rent me a car. I had to visit Budget next door and pay a premium price for not having a reservation and waiting last minute. The front desk agents at DCA were nice and apologetic. They assured me that come Monday they would call to take care of it.

Fast forward a few more months – I was on the DNR again. One office told me they were not sure what it was for. Another office told me it was for unpaid tolls fees. I was sick of explaining the situation where I had charges revered and put on another card. I even showed them my email from Rebecca Lathan at EHI that showed I paid for tolls but they could not do anything. I also offered to pay the toll fees right there – which was less than $20 but instead they declined.

I finally gave up on Enterprise.

Fast forward a year later. I got in an accident and because of a snafu with Geico I did not have renters insurance. However Geico advised me if I rent with Enterprise and provide my claim number I would get a discount. I was not looking forward to trying to fix my ongoing issue with Enterprise but I had to.

I called customer service. The agent said she sees that I paid all toll fees so she was not sure why I was on the DNR. She said the only process they have was to email another department who handles the issue. Even tho I had this issue over a year I decided to trust the process! Besides, I work for Verizon and we have similar procedures.

I called almost 3 weeks prior to the date I needed my rental to ensure a smooth process when I go to pick up my car.

A week after calling customer service and my issue was “emailed” to the “citations” department I had not gotten a follow up. I called back. A different representative told me the same process.

Now I do process engineering and while I can appreciate the fact that certain processes are for the benefit for the customer at what point does ENTERPRISE say – okay, this issues does not fit the mold for which this process was developed for and this customer needs to be escalated?! I mean, I’ve had this issue for OVER A YEAR.

After going back and forth I finally got the name of a regional manager that was supposed to take ownership of my issue.

I called Pabloa Marano on Wednesday 11/18 and his voicemail said he is out of the office until Tuesday 11/17… hmmmm ok, that was yesterday. He referred all of his escalations to a Michael Wisner. Poor guy…. SMH

Nonetheless, I left this Michael Wisner guy a message. He called me the next day and advised me he took me off the DNR. Seriously was it that easy? I had this issue over a year and this guy fixes me in less than 24 hours. (Good job Mike).

Come to find out I was on the DNR, not for toll violations but for not paying refuel charges on a car from Hyattsville…. Rewind back to the situation the car broke down on me after I just filled it up and spent 5 hours stranded. The agent in Hyattsville told me not to worry about paying those charges!!!

I asked Mike Wisner to compensate me because I have been going thru a nightmare. He said because it didn’t happen in his region.

I felt like he was saying “Its not his department”…. I feel like Enterprise compartmentalize functions too much to the point that agents, even one with managerial discretion, do not feel empowered to really take ownership of an issue to improve a customer experience to the end. Sure he fixed my issue but he could not do more.

I also asked him why Enterprise doesn’t offer EZPASS or kindly remind customers to get their personal EZPASS when getting a rental. His response was “That’s common sense and its not our job to remind customers.” I was kind of taken aback by that. I just moved to DC and the use of EZPASS to pay tolls is new to me. Additionally, asking customer to get their EZPASS literally takes 2 seconds.

In a process engineering perspective, your company has the potential to SAVE MILLIONS OF DOLLARS by doing this one thing. “Customer, do you have your EZPASS with you?”

I mean, you have a toll violation department! That is probably not needed. If customer paid their tolls, you could not only reduce staff, reduce DMV fees and secure more business but you would also have happier customers. Just a thought!

I want Enterprise to train their employees better, let them feel empowered by giving them options to actually helping a customer through resolving an issue for the lifecycle of the problem, and compensate me for pursuing a resolution for over a year!
Sincerely,

angela diaz

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mark godin December 6, 2015 at 5:49 pm

My family planned a trip to Puerto Rico for Christmas to be with my mother in law who has cancer. I when on line to reserve a large suv or van for the trip. It said that there was no vehicle available for that time period at or near the airport in San Juan. I call a enterprise number that I got on line, The agent stated that there was a large suv at one of the location near the airport. I phoned the number they gave me to find out that they don’t have large suv at this location. I spent over 4 hours talking to different agents from enterprise about a vehicle. I know that there are more than 3 enterprise locations in Puerto Rico because I was stationed there for 3 years while in the service. More than one agent told me that they could not get a vehicle from a different location for me delivered to the airport for the time period we are going to be there. The island isn’t that big. I had to finally settled for a 15 passenger van @200.00 a day, they said that’s the only vehicle they have. I went out of my way to protect this country for over 20 years to get treated like this, seems to me this large company can go out of their way to help anyone if they want to make money and keep customers. I’m only renting a vehicle for a week not buying it. Rates are outrageous. My recommendation to others look or go somewhere else for better service and rates. That what I’m going to do if I need to rent another vehicle.

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Lou Anne Hinen December 4, 2015 at 11:38 am

Took my aunt to pick up her car and allowed about 30 minutes from time scheduled to go pick it up ourselves. After at least 40 minutes, and third vehicle later before set to go. First vehicle had soapy wet seat, from being cleaned, rejected it, yet they pawned off on another guy. Second car was filthy on back exterior and had previous renter’s belongings still filling trunk! Third car had low air pressure in tire so they attempted to talk my aunt into yet another car! My aunt asked if it was too difficult for tire to be properly filled and used rather than needing to wait additional time and wonder if yet a fourth car would also have issues. The employee nearly backed into another employee getting third car back to an air hose. After yet more waiting the third car was readied. Will not use/recommend this location ever again. I have written an email to Carol H. (from the location we dealt with) who responded to my Yelp critique of our experience and believe as lousy as the experience was over the many, many rentals my husband and I have used in the past, this should be addressed higher up the chain of command in order to insure no one else receives such extremely poor service. It would be bad enough if the business was exceptionally busy but this one was not, only two other customers were there and they also did not receive timely service. The one who got the first car my aunt rejected did not realize the issue with the very wet and soapy back seat which as we saw did not get taken care of whatsoever!

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Natalya Ala December 1, 2015 at 2:58 pm

We have been using enterprise in Brenham and Houston branches, with no complaints, only compliments to the personnel and level of their customer service. This time I agree to one of the voters of 6/15/2015. They are the worst! I have never experienced such rude, unprofessional, incompetent service. They have made an error on our first paperwork. They didn’t apologize for their misleading. They were obstinate in saying no errors were made. Both Jannette, the representative who made the errors and her manager Tyler were extremely rude and uncourteous. They never admitted that they had made errors with their paper work, never apologized even for the fact that we had to come back to get the right one later. I have 2 copies with me now, the right one and the original one with errors.
Our reservation showed that we checked the car at 3 pm, when we actually rented the car at 5pm. The return time was written as 12 pm. The total price showed 68.54 when my reservation showed 61.23. First I called and spoke with Jannette, who was giving me a misleading information either intentionally or out of the lack of proper training and thus knowledge. She said that actually it shows “military time” that’s why I don’t understand it right. It didn’t. The car check out time showed clearly 3pm instead of 5pm when we picked up the car. That was the first information that was not accurate. Secondly, I asked her why the total price was 68.54 instead of 61.23. She said it’s because the airport has extra taxes. I didn’t agree to that, as my reservation showed a lower number from the same airport with the same amount of taxes. Third, I asked her, why did they put that we need to return the car by 12 pm next day, if we rented it at 5pm. The return should be 5 pm of the next day , which would give us ample amount of time. She distorted information again, saying, that my husband, who was signing the papers, told her himself that 12 pm of the next day would be fine. I asked my husband who said that it was a lie. The more I dealt with College Station office of the enterprise the more I couldn’t believe to everything that was happening. I called 1800 number and spoke with enterpise customer service support person, who assured me that we have the right of having the car returned by 5 pm because we rented it out at 5pm. Also, enterpise customer service assured me that the total price for the rental is 61.23 indeed and not 68.54 as it showed on our paperwork. She explained that the difference was just authorization, which will be dropped. No one signs totals with authorizations on any bills, the money was not simply added on the first invoice in error, but Jannete, from CLL enterpise office could not even properlly explain what the difference was standing for. I asked her to change some information in the computer, like our actual time from 3pm to 5 pm. She said she did. I asked her on the phone if she could give us a different print out not to worry that we would be late returning the car at IAH next day, she said another LIE-that she would not be able to do it. From this point I wanted to talk to her supervisor. She said his name was Tyler. We returned to their office later and spoke with her. He never apologized a single time for all the errors. He just printed out the corrected invoice and gave it to us. He insisted that his employee did no wrong. Why then, we have 2 different invoices, with 2 different numbers? He was very rude too. I asked who is his supervisor, whom he is reporting to? He said no one to. I asked him if he owned the enterprise then. He answered-yes. It looks like everyone at College Station office is very good at one thing, -lying. I asked him for the contact number for the corporate office, he reffered me to the 1800 number for the enterprise Customer Care. I hope to use enterpise service again in College Station, but I do hope that next time, we will have more pleasant experience with less errors from the employees and no lies as well as no rudeness.My husband and my child are the witnesses to everything that I described as well as 2 invoices, the errroneous one that they gave us first and the corrected one, that they gave to us after we returned same day, several hours later.
I would like to know that CLL office with have friendlier and more honest people working there. Ones who like to help people not ones who like to cover their errors by any means possible. I would like to know what enterpise is going to do about this experience that we had been so unfortunate to go through.

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Spears November 26, 2015 at 6:10 am

The manager was very rude workers didn’t know what they was doing . Told me I had to have full coverage but if I don’t own a vechile how would I ? I had non owners insurance so I had all the limit liability and wanted to purchase the other coverage through you guys rep stated I couldn’t do that . I’ve been getting the run around with this company only location 209 Jacksonville nc last time I got a rental they didn’t have Eco so they threw me in a suv “jeep” being im 21 I’m not even supposed to get anything over a full car . So you guys break the rules to save your ass but won’t wait 30mins to contact a leasing office
I was not giving the proper services because of my race I sat there while they broke their neck to help this retired white man
I would like to speak with someone about this because I’m having to miss time with my family

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Spears November 26, 2015 at 5:59 am

Jacksonville NC enterprise is the absolute worse in the world
I made reservations 1 week in advance just to get there the day before thanksgiving and the rep needed a pay stub and lease , I told her my leasing office opened at 830 they could fax it she said it’s a 30min grace period BUT a retired marine had pick up for same time as me and did not have a utility utility bill but they WAITED for the light company to open so why couldn’t I had sat and waited to call my lease office ? She claim they can’t hold cars but I was there and they didn’t even have a car in the parking lot . They had two mini vans and a mustang I asked for a Eco car , bottom line they didn’t have a car to give to me and they didn’t wanna wait till 830 because I’m black and they didn’t have a car for me . So after waiting the whole day a gentlemen calls to say they don’t have anything availible till Monday . So I have to miss thanksgiving with my family and not see my grandmother who was recently diagnosed with cancer and my be her last thanksgiving so thank you so much enterprise for not giving me the service I would have received if I was a white woman , I will be contacting my attorney because this is absolutely wrong how I was treated I will never go to enterprise again .

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Connie Pittman February 11, 2016 at 10:11 pm

Please don’t play the race card. We all have had trouble. I’m in NC too, and I’m white. They are not picky as to who they treat poorly. I’m going to put my full story on here first of next week. My horrible experience just happened today. I’m appalled at all these complaints!! How are they even in business?

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Stacy Kelly November 24, 2015 at 12:22 pm

I would like to say Thank God for Enterprise. I have been a customer since the early 90’s when Enterprise was located at 1370 Market Ave in Canton. I have not rented a car since 1998 and the some of the rules as I knew them has changed. My husband and I recently rented a vehicle on 11/16/15 – 11/20/15.
The reason that we decided to rent was my mother in law passed away. We were very upset and there was no time to prep our vehicles for the trip. We went into your location at Akron Canton Airport and we met your customer service rep. Brian.
This young man was awesome! During the course of this rental I had to contact my credit card company several times. I had become more upset due to the stress of the family emergency. Brian remained calm, friendly and curious with a smile. He provided the vehicle that we requested and he applied a discount to make it more afford able. We were able to go to the funeral and take additional family members that otherwise couldn’t afford to go.
It touched my heart that this young man (Angel) aided my family at our time of need. I think that Brian is an asset to Enterprise and he should be commended for his actions. Thank You!!!

Sincerely,
Stacy A. Kelly
Canton, OH 44711
330-949-****
contract# 629782328

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Connie Pittman February 11, 2016 at 10:13 pm

Can we get Brian her in NC?

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joe w November 21, 2015 at 5:53 am

I had to leave Denver area unexpectedly back to Las Vegas. The closest rental place was Enterprise 4280 Kipling. I was on foot with my tools and luggage, and was waiting there when they opened. From the very beginning the two male and one female seemed disinterested in me or my plight. When I explained that I was in a bind and needed a car, he said ” sorry we don’t have any cars available, you’ll have to wait until the afternoon”, and we cant do a one way rental. Then he asked me, “you need a credit card tied to a checking account”, all in a tone that was suspect, and furthest from any semblance of “service”. I asked if there was anything he could do to help me, so he scrawled 4 numbers on a yellow sticky note and handed it to me. He said call these branches maybe they can help you. I was livid at the total contempt that your employees had for me. I called Hertz right in front of your store, and they said they would send a car to pick me up, although I opted to call a taxi to expedite my time, they had a vehicle for a one way rental, and from the very start I knew they were on my side, they did not prejudge me as your employees did. These arrogant fools need to be reprimanded by someone who has an inkling of customer service acumen, as your three stooges did not possess. Needless to say I will never use or recommend Enterprise ever again, not that you care. That disgraceful attitude was spawned in the petri dish known as Enterprise Rent a Car.

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Deborah Kelly November 14, 2015 at 1:38 am

I had the worst experience renting a car from Enterprise. It started off as a rental for the weekend, I was taking advantage of the weekend deal. Then decided to keep the car for two more days. So I did. But as the day came to return it my husband had suggested I keep it for a couple more days. So I called the location where I had rented the car and told them that I wanted to keep the car for more days and instead of the weekend deal I had paid I wanted to pay a weekly rate. I was told to go in the store so that they could break the original contract and make me a new contract. We had originally rented the car on a Friday and ended up keeping the car until a Wednesday. A total of a week and four days. I went into the store and they rewrote me a new contract and was told that I was good to go and had nothing extra to pay. I finally go and return the car and I’m told that I owe $413.55 and I had already been charged $262.51… Almost $700.00!!!! For only 2 weeks with an economy car! I spoke to the assistant manager and he told me not to worry about $413.55 charge and that they would also refund me $113.00. and also give me two free days. Two days later after returning the car I see a charge of the $413.55 on my account and I’m negative $220.00!! I email the assistant manager to that location and it’s been almost 2 weeks and I haven’t heard back from the assistant manager. I’ve never in my life experienced such horrible and unprofessional service and lack of communication! I will never go back to to rent a car from this company and I will most definitely let all of my friends and family know not to rent from here. I should have not been charged to much money. This is unacceptable. I should be refunded. This location is in Miami, FL (the kendall area).

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Reginald Holman November 13, 2015 at 5:08 pm

Hello, to who ever is concerned, I currently am a van coordinator with five riders in the van. We all are on the transportation Incentive Program (TIPS) provided through are employer however, here recently it has been difficult to contact personnel in billing with any consistency on my total billed owed. Enterprise has made the rideshare program very problematic as it appears that when I call I go through the phone message/recording of death to give information requested by your agency. I have attempted to contact my enterprise coordinator to include the whole billing department to inform them of the new updated TIP card numbers but have yet to receive a call back. I have an issue with putting this information on line and the dilemma is if they don’t receive it by Monday, the funds will cancel out; in which I have already been down that road before with enterprise. I am hoping to resolve this issue before then, if not I will have to dis-enroll and return the vehicle next week.

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Donna Mulholland November 13, 2015 at 9:49 am

I am sorry that all of you have difficulties with Enterprise. I on the other hand had the more amazing people handle my rental. So professional and each representative went over and above for me. I have used the N. Salisbury location on numerous occasions and have nothing but good things to say about them and their service. The vehicle that I rented was an absolute beautiful and beyond clean. In fact, I am working with them now to purchase that particular vehicle and they are working hard for me. I have to give them a five star rating. I live in a town the have the best people on the planet and i’m sure that that has everything to do with their customer service. Again I am so sorry for you all of you have been through.

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Mike Peters November 12, 2015 at 5:26 pm

Just rented another car from enterprise from 2140 South US 1 St Augustine Fl. Great service perfect attitudes from all the staff. Thanks
for picking us up.

Mike

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Mike November 8, 2015 at 9:22 pm

My wife and I also have had an awful experience with Enterprise. I work with Local 479 IATSE and I too will make sure that all of my buddies on these movie sets here around Atlanta know of my experience and convince them to use other rental car companies.

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Derrick Lewis November 6, 2015 at 2:43 pm

Let me start by saying that I have always been a satisfied customer of enterprise car rental until now. To shorten a long story my car needed service. I took my car to lasorsa Chevrolet. The service advisor said he would supply a rental if the problem was covered by warranty. He called enterprise located on 233st. Someone picked me up from the dealer and off we went to secure a rental. In order for lasorsa to cover the costs the rental had to be a GM product. OK fine. Over two hours and three locations to find a “GM product “!!!! Weeks later I call a call from Paul from 233st enterprise saying lasorsa is not covering the cost of the rental. Fine. Paul after telling me he is billing me for the rental asks me how did we do? I explained to Paul that I can’t give you a fair rating because of all that’s involved. Paul insist that I can give them a rating. As begin to explain to Paul about the almost three hours it took them to get a GM product he proptly cuts me off and say have a nice day and hangs up the phone. Since you insist on feedback and I begin to tell you what you don’t want to here don’t be rude,get an attitude and hang up. Here it is I am paying for a service. You ask for my opinion and now you don’t want to here it now because it’s not so positive. Thanks Paul from 233st for adding to my experience. It will not be forgotten. I will definitely look to patronize another rental service.

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Allison Woods November 5, 2015 at 3:29 pm

We rented a car from the Mooresville NC location for the last couple of weeks, before we left to return it my husband and son were greeted by the branch Manager Robert, we knew that we needed to return the car before 8 am and it was well before that when he arrived. Roberts attitude was like we stole the car and was very uprupt with my husband and beyond rude. When we returned the car my husband used my Credit card to pay the remaining balance of $100.10 because they would not let him pay with cash, he had the $100.10 in the branch and they refused it. We had a card on file that they ran a charge for $282.41, Rob handed my husband a receipt for the charges and we left. During this time my husbands phone had been off, when he plugged in back in he had several threatening text messages letting my husband know that we did not show up with the car that he was reporting it stolen. At this point we were appalled that a business would treat their customers in such a way. We have used that Enterprise location for years and quite frequently. This morning I happened to check my back account balance because the acct I let my husband use is mainly to pay bills with and I knew that I had several coming out in the next few days. When I looked I realized that Robert charged my credit not only for the $100.10 but, also charged my card for another $282.41 that he was not authorized to do. Because of that unauthorized charge he set a domino effect for all the other bills that I had coming out of that account and now I have over $150.00 in back fees and climbing. Not only is my acct overdrawn now, but because I my childrens accounts are linked to this main acct my bank has taken the money from my son’s acct to cover the negative amount. My husband and I have both spoke to the MGR Robert and the branch along with other associates and they do not plan on doing anything about this mess. I then received the number for the district mgr Matt and he was even more unprofessional then his employee. I called the customer service hotline and spoke to the customer care dept and they basically blew me off. I want my money refunded and my bank fees paid this is absolutely ridiculous. I have never been treated this terribly in my entire life.

I would like someone to contact me ASAP regarding this matter….

Allison Woods

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Connie Pittman February 11, 2016 at 10:25 pm

That is terrible!!! Did you ever get it back? I’m in NC too.

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Kathy W. November 3, 2015 at 9:27 am

We rented a car from your Longmont CO location on 10/22/15 to use while our truck was being repaired. We walked around the car with your agent and were told “don’t worry about any dent that is smaller than a baseball. Ok, When I got in the car it was obvious the car had not been cleaned as it has sticky kid hand prints all over the back seat windows and only a 1/2 tank of gas. When I mentioned the gas the agent said “just bring it back with the same amount of gas”. again, ok. I kept the car for 12 days, and never left the town I live in. I work a total of 22 miles round trip to work and less than 2 miles from the grocery store. Yet when I return the car the agent writes down miles driven 10,860, that is 905 miles a day, not possible. I have time sheets from work to prove that 9 out of the 12 rental days I was in the town I live in. also, that we damaged the hood of the car where there were 2 small dents. We did not cause any damage to the car but nothing we said made any difference. I was forced to sign the documentation about the damage and given my receipt, when I arrived home not only did I have my receipt and paper work, but someone else’s receipt as well. This shoddy way of check out and check in is apparent with all the mistakes made. I would like to speak to someone about this. We have rented many cars over our lifetime and have never even received a ticket in a rental let alone caused any damage.

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Lou Banks October 30, 2015 at 5:51 pm

I received an email for a free double upgrade on 10/29. On 10/30 my husband attempted to rent a car and was told since his drivers license did not have the same address as the bill we were presenting so we could do cash payment, that they could not rent a car to us. But the bill, debit card, insurance and pay stub all have the same address. He has not change his address in several years on his license and just rented a car a couple of months ago when someone total our car. So, I am thinking that you did not want to honor the free double upgrade. I have never been treated this way and I have rented several cars from you guys over the years. So I call customer service when I got home from work and the woman I talked to act like she did not care that the company would be losing a customer and I will tell all my friends, co-workers, and anyone who will listen, how bad I was treated by this company. So, please take my name and email off your mailing list, the company just send out emails to bait people and then will not honor what you send to your customer.

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Raymond Isaac October 28, 2015 at 11:30 am

my wife and I had a very bad experience with some of the employees and enterprise call corporate they never returned your call bad business I am UAW Ford Motor Company and I will let everyone in the Union and everyone I know I will never do business winning the prize again

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Enterprise Cares October 29, 2015 at 3:10 pm

Hello Raymond, we take customer service seriously and want to assist you. Please email Care@Enterprise.com with your contact information, exact location you rented from, reservation/rental agreement number and reference #151029-003103 so we can address your situation. -Tatiana

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Jennifer P. October 27, 2015 at 2:52 pm

I was directed to Enterprise car-rental to rent a car by my insurance company after my new car was totaled. I kept the rental car for 7 days paying close attention to take good car of it. Before getting the car we inspected the car with the associate which pointed out all the obvious spots and nicks right along with us. No one looked at the roof of the car. when we returned the car we were told that we damaged the roof. there were two or three dents in the roof that we were accused of causing. These “dents” had to have been there before we rented the car. I did not appreciate being accursed from something I did not do. I did not park under any trees or there was not a hail storm in my area for these “dents” to automatically appear. I believe they were intentionally missed from the inspection (last people) who rented the car and now we are the ones stuck with paying for repairs. I am especially carefully with rent-a-cars because I know that if anything happens to it a claim will be filed with me and my insurance company. After experiencing such a traumatic accident with my mom and having a totaled car and then to get accused of damage that will also go against my insurance is unfair. Unlike some people who abuse rental cars I am not that person. It always seem the ones who are honest and do their best to abide by the rules always get stuck with the bill. We have already experienced enough with a total car and this happens. Who can I speak with about this. Thank you!

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Enterprise Cares October 29, 2015 at 3:03 pm

Thank you for bringing this to our attention Jennifer. Please send us a detailed email to Care@Enterprise.com with complete details including: Renter’s full name, current phone number, location rented, rental agreement (RA) number, “DX” or claim number and reference # 151029-003038. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana

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Jennifer P. November 3, 2015 at 12:21 am

Thank you Tatiana for responding. I have sent all the information to the email you provided above.

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Jeris Gatlin October 26, 2015 at 1:44 pm

Did your company send me a check?

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Enterprise Cares October 27, 2015 at 2:24 pm

Jeris, I would like to look into this further. Please email us at Care@Enterprise.com with your contact information, the exact branch location, rental/reservation number and any other details. Referebce #151027-003265. -Tatiana

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Iesha Rosenboro October 24, 2015 at 12:36 pm

I am writing to discuss Enterprise’s bias car rental system. After careful review, I have realized that Enterprise system is not created to assist EVERYONE within the community. Yesterday, I called my local Enterprise in attempts to secure a SUV for my family trip. I was told if I didnt have a credit card I wouldn’t be granted the privellege to rent an SUV. I don’t have a credit card but I did have the money (debit card) for the rental. Feeling so disappointed and defeated I was forced to rent a van instead. For oneday, my family and I were willing to pay to travel in style in a nice spacious luxurious truck, but was denied simply because of our social status. My family and I have rented from Enterprise for years, and I never imagined this treatment. This policy will prohibit not only me but many others in my community from fully taking advantage of Enterprise’s services. Is Enterprise services only for the wealthy and/or privileged? They are typically the only ones with credit cards, in conclusion the only ones who are able to take advantage of Enterprise’s SUV rental. I work extremely hard to eliminate the probability of debt and I refuse to get a credit card. I have cash which should be enough for any purchase/rental in the USA. You cannot assume that every person without a credit card WILL NOT pay, just as you cant assume that every person with a credit card WILL pay. If you want to countinue to service your communities please give each individual the same privileges, whether their privileged or not. Same goes for the deposits for rentals, why is it a different deposit for Debit card holders and credit card holders…I see the discrimination and I hope Enterprise will even the scales.

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Enterprise Cares October 27, 2015 at 2:18 pm

Iesha, I would like to discuss this further with you. Please email us at Care@Enterprise.com with the exact branch location you were renting from, rental/reservation number and any other details. Reference #151027-003217. -Tatiana

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Cherie Stoner November 13, 2015 at 12:13 pm

I had a similar experience in Chambersburg, pa. Because I only have a debit card which by the way is more reliable then a credit clawed considering it comes right out of your bank account! I was asked to show my utilty bill & proof of employment or pay stubs… however because I could not find my utility bill I was refused a rental while My suv is in the shop having engine repair done! Not only that apparently my privacy is not enterprises concern considering since I am self employed they asked for my taxes as well! And ran some sort of back ground check saying I wasn’t eligible for a vehicle anyway? According to who or What? Who gave you thre right to search any thing? As far as I’m aware my bills are paid!

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Connie Pittman February 11, 2016 at 10:39 pm

Horrible!!! Everytime I read something I don’t think it can get any worse. Then I’m surprised again!!

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Connie Pittman February 11, 2016 at 10:37 pm

I feel your pain. I rented from them for years, but now they want to make it as difficult and inconvenient as possible. Not good business.

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Sri October 24, 2015 at 12:19 pm

I picked up an Enterprise rental at a body shop on Rt 23 in Columbus, OH where I dropped my car for repairs. When I returned to pick up my car, I did a walk around the rental to make sure there was no damage, and then handed the keys to the lady at the front desk at the body shop as instructed by the Enterprise agent. Six days later I received a call from the local Enterprise office stating that they are charging my credit card for $500 because that was my insurance deductible. I fail to see how I can be held liable for any damage done to this car after I had dropped it off. Based on the fact that it took six days for any damage to be discovered I can only concluded that this car was under the control of the body shop and not Enterprise during that time.

Timeline:
9/14 Picked up rental. It was filthy with squashed insects all over the windshield. My guess is that Enterprise did not clean these cars between customers given that they keep several cars always parked at the body shop.

9/17 Rental dropped off at body shop

9/23 Voicemail from Josh at the S Old State, Lewis Center, OH rental office stating that he was going to charge my credit card $500 (my insurance deductible) for damages.

9/28 The date on the estimate from the body shop sent to Enterprise. (11 days after I dropped the rental off and 5 days after my credit card was charged).

9/30 Letter received from the Enterprise Damage Recovery Unit (DRU) claiming that I had either lost or damaged their vehicle on 9/15. This is strange considering the car was dropped off on 9/17 and it took them until 9/23 to contact me about any damage.

10/09 At my insistence the DRU sent me pictures of the alleged damage along with the estimate provided by the body shop and an additional invoice for $79.46.

I have already put my insurance company on notice that this is a scam and they should not pay. I have also disputed the credit card charge.

I believe this matter should be handled at a corporate level rather than a local level as this appears to be either a case of fraud or poor accountability and management by the local office.

So far I’ve received nothing but lies, and runaround from the local office and the DRU. I received a call from the regional manager on 10/21 who stated that I’ll be receiving a phone call from the Enterprise Risk team. This has not happened. Instead I received another letter from the DRU stating that they have reassessed and still expect me to pay.

I refuse to pay on principle!

Hopefully this story will encourage others who have fallen victims to this scam to speak out. If you suspect insurance fraud, here are some additional resources https://www.fbi.gov/stats-services/publications/insurance-fraud

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Enterprise Cares October 27, 2015 at 3:53 pm

Thank you for bringing this to our attention Sri. Please send us a detailed email to Care@Enterprise.com with complete details including: Renter’s full name, current phone number, location rented, rental agreement (RA) number, “DX” or claim number and reference # 151027-003939. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana

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Keith jones October 24, 2015 at 10:41 am

Very horrible service both picking up and dropping off car, sitting here over 2 1/2 hours to return car and get ride back.i never have seen an operation like this, They close at 12:00 today I have been here since 8:45 am and still waiting
I am sure this is the way this place always runs….. Enterprise does not stand by what they claim in my experience with them.

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Enterprise Cares October 27, 2015 at 3:45 pm

Keith, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, the exact branch location, rental/reservation number and any other incident details. Reference #151027-003878.-Tatiana

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Jeff Dixon October 23, 2015 at 5:27 pm

Took my car in for some repairs. Was met at the repair shop by an Enterprise employee and drove away in a 2015 Jeep Compass. The next day while running some errands, the car refuses to start. Call Enterprise office and I’m told that since we didn’t take the road side assistance plan that was offered they’d send a tow truck to jump start the car but we’d be charged $50. Not only was I not offered any road side assistance, but it turns out it wasn’t the battery. It was the starter. Was told by Enterprise rep that I’d have to stay with the car until it was back up and running again. It took well over an hour for a gentleman in a pick up truck to show up to jump start the car only to be told it was not a battery issue and I’d have to wait for him to return with an actual tow truck. When again I contacted the Enterprise rep and suggested they bring me another car I was told “we don’t deliver cars”. This of course was after sitting on hold for 10 minutes listening to the running commercial about how Enterprise is the company that picks you up. I was also told that if I could work it out and get there before closing time and IF they had another car on the lot they’d be happy to make a switch. Needless to say I didn’t get all my errands done and actually missed an appointment. When I tried calling a different Enterprise branch, they were appalled that I’d been treated that way. They came out and got me immediately and got me into another car. They then went back to take care of the towing of the original car. Why wasn’t the original office as helpful? Why was it left up to me to work out the details when it was your product that failed? Why was my time wasted? Why wasn’t I helped by the original office? Seems like a lot of hoops to have to jump through for the privilege of giving you my money. Will be the last time I use Enterprise and I certainly won’t be recommending you to anyone else.

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Enterprise Cares October 27, 2015 at 3:14 pm

Jeff, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, the exact branch location, rental/reservation number and any other details. Reference #151027-003672. -Tatiana

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Joanne October 18, 2015 at 11:40 am

I used your company in Silver City Nm this past wk (put on Wed w drop off on Fri). During PU the gentleman that was assisting me was helpful and friendly. When I asked a question the lady that works there interrupted and was extremely rude in her approach.
When I returned the car the gentleman that had issued the car to me was not in the office so I had to turn in the car to the same female. Once again she was rude. Her rudeness was so extreme she had me in tears.
Following this last episode the person who had referred me (car dealership) asked how my experience w Enyerprise had been. Once I told him he told me that most people have the same experience with her (referring to the female that works in the Enterprise office).
It is employees like this that create a bad reputation for a business. There is no other rental car company within 100 miles but still there is no reason for customers to be treated poorly by an employee.
I hope that positive action will be taken in this matter.
Thank you for your time.

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Enterprise Cares October 27, 2015 at 3:10 pm

Joanne, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, rental/reservation number and any other details. Reference #151027-003613. -Tatiana

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Missy Schneider October 17, 2015 at 12:13 pm

I rented a rental car from the Radcliff ky branch last week. They asked me what my insurance was, and I showed them but because I am still on my parents insurance (so my name wasn’t listed). They told me that it might not cover a rental car depending on their rules. He said I can offer you insurance for $18 (somewhere around that) a day. And I was like hang on. (because I really am TIGHT on money. ) and he was like and it comes out of the 150 deposit. It’s a good deal and you can get that back. I said so I get it back if nothing happens? He said “yes!” He was smiling insinuating that it was a great deal. He even looked up on the computer to double check, and he was like yes you will get it back. Well after I returned the car a couple days later, I only got like $18 refund back. So I called and the guys I talked to was named David and he wasn’t there so the guy said he would let him know to call me. That was on a Wednesday. Saturday comes and I haven’t heard anything back so I called again and talked to David. He said that is not their policy. It must of been a miscommunication. But I know for a fact that he said I would get that money back, if nothing happened! I need that money: I never would have rented the car of it was going to be that much!

I already emailed the care email. I am very frustrated because if he would have told me the right information up front, I just would have not rented.

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Enterprise Cares October 27, 2015 at 3:01 pm

Missy, we take customer service seriously and want to assist you. Please email Care@Enterprise.com with your contact information, reservation/rental agreement number and reference #151027-003451 so we can address your situation. -Tatiana

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Suzanne October 15, 2015 at 2:10 pm

I have had two bad experiences in a row with my Enterprise rentals. Before these two experiences, service was good for the most part.

My September rental was a 2015 Jeep Grand Cherokee, as I was driving on the interstate, the radio, etc went black and would not turn on. We stopped and shut the car off for 15 minutes and everything came back on when we restarted the car.

Last weeks rental was much, much worse. I rented a Suburban (another 2015 model). It was nasty inside. I took lots of pictures before I drove off the lot. previous renter had damaged the vehicle and I wanted to make sure I had proof it wasn’t me that caused the damage. The interior was very dirty. I took the vehicle home and had to clean it myself. The visors were very, very sticky. I did the best I could with them, but they are still sticky. There was food on the steering wheel and the dash, cup holders, radio, basically the whole front passenger compartment was sticky, had food, gum and who knows what else in it. The carpets looked like someone had tried to vacuum, but they are very stained. The car had no gas, and a rear tire had low air. no way they didn’t no that because it was the first thing to pop up on the computer when you start the car. We had to add air several times.

What I found to also be frustrating was the rental process. The location I chose showed this vehicle for $704, the locations closer to me showed $914, the airport was $1100 and another location (with a much larger lot than the one I went to) showed the price at $1800. All these prices for the same vehicle! The excuse for this was due to the inventory each location has.

That is completely nonsense. The location I got this vehicle from didn’t have this vehicle in their stock, they had to get it from another location. The pricing variance makes no sense in light of this information.

The manager of the location started out with my rental, but kept doing other things and could not be bothered to finish the walk through. She had me follow one of her employees to a gas station to get some gas in the car. While there, I realized they never gave me any paperwork. Just expected me to leave from the gas station. I went back to the location and someone else went through the walk through of this vehicle. There were so many issues at that moment that the manager discounted the rental.

Once on the road and headed to my destination, we found out the air conditioning didn’t work. Thankfully it was very cloudy so it wasn’t too uncomfortable until we had to close windows due to rain. Our drive home was more difficult as it rained too much for us to open windows, so we were very uncomfortable.

If you call the 800 number for help with making a reservation, you get no help. They can’t see anything more than you can on your own computer. It is very frustrating not being able to reach someone who can actually answer questions or respond to issues.

I have had decent rentals in the past. This last rental was horrendous.

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Enterprise Cares October 27, 2015 at 2:40 pm

Thank you for bringing this to our attention Suzanne. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and the exact address of the rental location involved. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. Reference #151027-003388. -Tatiana

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Margaret brush October 15, 2015 at 11:52 am

I am so angry right now at Enterprise in Cookeville Tennessee I have had a reservation that I did on my computer for a week I live in Florida and I am headed to Tennessee to a reunion I made a reservation for tomorrow and I have not heard from them today the woman called me from the Cookeville enterprise office and tells me ask me what I am using to pay the bill with and I said I have a Florida driver’s license and a debit card he says unless you have a Tennessee license we have to have a major credit card the day before you call when I’ve had a reservation in for over a week sorry ass service and I’m going to post it everywhere I can ng

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Enterprise Cares October 27, 2015 at 2:33 pm

Margaret, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, rental/reservation number and any other details. Reference # 151027-003330. -Tatiana

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Michael Peters October 13, 2015 at 12:29 pm

I have rented cars from Enterprise for the last 5 years when we returned to the US from sailing around the SW Caribbean for 15 years. We don’t have a car so picking us up is a big plus for us. I have never had a unpleasant experience at any Enterprise office. All the employees have been pleasant with good attitudes. The manager Joe at Brunswick GA office is one of those employees that goes way beyond helping people. Employees like Joe is what makes you want to do business with Enterprise. Thanks for be there.

Mike Peters

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Enterprise Cares October 14, 2015 at 3:04 pm

Thank you for the wonderful compliment Michael. I will be sure to pass this on to our regional office. We are lucky to have you as a loyal customer of ours. Have a great day. -Tatiana

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Tyler Brown October 12, 2015 at 6:19 pm

To whom it may concern:

As of 10/12/015 my experience was horrible, the staff including the branch manager Nick was not satisfying at all. They tried to make me accept insurance with them and then continued to lie and say that I was entitled to accept their insurance , I was advised to show them proof of insurance and that is exactly what I did, they then continued to lie and say their policy required you to agree to accept their insurance, I then informed them that I have booked successfully with enterprise at many locations throughout the United States and I have never had this issue. Due to my experience I will never book with enterprise, and I will never recommend enterprise to any one. I feel as though they do not value their customer, they have very nasty attitudes. After going back and fourth with the BRANCH manager which wasted an extra hour of my time assuming that he is the branch manager and the company slogan is, ” Customer Service is Our Way Of Life” he did not live up to that in any standards. I continuously asked for them to pull up there policy that states that I have to accept insurance with them even though I have my own insurance and showed them proof of my insurance and they were not able to do so, but what I do know is that the employee does receive a commission off of each customers insurance packet that is purchased, and from my understanding that is what the employee goal was over all. I was completely outraged and done with enterprise for making false accusations, I then booked a car with Hertz and successfully was able to rent a car within 10 minutes. I think that the service I received today was unbelievable and as I stated previously I will not rent nor recommend enterprise!

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Enterprise Cares October 14, 2015 at 2:54 pm

Tyler, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, the exact branch location, rental/reservation number and any other details. Reference #151014-003116. -Tatiana

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Dr. P October 9, 2015 at 10:09 am

This is the worst company ever. Do not and I mean do not ever deal with this company. They are last in customer service and do everything in their power to make life miserable for you.
Please use a different company for your car. PLEASE!!!!!!!!!
I would not lie to you!!!!!!

Dr. P.

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Enterprise Cares October 14, 2015 at 2:39 pm

What’s going on? Please email us your concern at Care@Enterprise.com with your contact information, reference number/reservation number, and the exact branch location. Reference #151014-003055. -Tatiana

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Brina Hamilton October 6, 2015 at 3:50 pm

October 6, 2015

To whom it may concern:

My name is Brina Hamilton and I am a frequent Alamo car rental customer for over 4 years now. Currently, I have been renting on Friday evenings and returning on Saturday evenings. Occasionally I had to extend the rental and was charged appropriately for a 2 day rental. I am writing this letter to complain about the unprofessional customer service I received on two occasions. The first one was on Saturday, September 16, 2015 when I returned the car. I picked up and returned the car to Itasha Rigby around 11:40 p.m. I reserved the car for one day, Thursday, September 15, 2015 at 10:51p.m. and kept it for 2 days and expected the charge to be for $52.12 not the $78.45. I extensively discussed this with Itasha and she told me that she would not close my rental out and will leave a note for Ashley Billingsley, the manager. Please see the attached rental contract reservation #1102763555 that indicated what I would be charged for an Extra day charge on Monday at 11:59 p.m., when I actually returned the car on Saturday night and emailed the content to Ashley on September 21, 2015 at 8:43a.m. see her response.
From brina Hamilton
To ****@erac.com
Sep 21 at 8:43 AM
Ms. Ashley,

Per our conversation, I have attached the September’s reservation confirmations pages that we discussed. The confirmation pages for pick up dates September 11th, 18th, and 25th, clearly does not indicate an additional charge for another day rental. As I indicated yesterday when I spoke with you, that when I was charged for 2 day rental for the weekend of the 18th it was for an additional $26.06 which includes all the taxes and fees associated with the rental.
Thank you in advance for your promptness regarding the above matter. I appreciate this being resolved appropriately. I expect a two day charge for using the vehicle of $52.12 but not for the fee that was quoted to me by Tasha of $78. In the future, if I know I will have the car for two days that is what I will book it for. Otherwise, I do not expect surprise fees from Alamo. I have been a loyal customers for more than 7 years and a frequent rental. I expect the same loyalty from Alamo.
Brina Hamilton,
Customer
• 1 Attachment
Download
Alamo Reservations September 2015 .pdf
Reply Reply to All Forward More
Billingsley, Ashley A
To brina Hamilton
Sep 21 at 9:23 AM
Unfortunately Ms. Hamilton the reservations are quoted for one day rentals. Per contract you signed on the 17th, it stated that an additional day would be $36.19 compared to 16.19 per day. So the price that Tasha quoted you was correct.

To avoid this problem in the future, please book vehicles for 2 days. If there is any problems with pricing upon return, I am more than willing to fix the problem.

Ashley Billingsley

National/ Alamo Station Manager
Tallahassee Int’l Airport
3300 Capital Circle SW Tallahassee, FL 32310
850-575-0603 office 850-575-0685 fax

My concern for the unprofessionalism by some of your staff has prompted this email. I returned on the next Friday, September 25, 2015 and talked to Carl who is normally the young man I deal with on many occasions because he is always there until closing by himself and has always treated me very professionally until Friday. He was told by Ashley Billingsley/Michael Taylor not to rent a car to me. How can they tell him that and he is the only agent at the counter? They also told him to put me only in the car size I reserved or he will be written up for not following instructions. Unfortunately, the car they sat aside was given to another customer and again he put me into another car size that was available. This young man kept apologizing to me for what his superiors had asked him to do. This has made him quite uncomfortable doing his job with the experience of a true professional young man. Whatever his superiors are telling him to do when it comes to me picking up a car lately is having him hostile towards me. He should not feel threaten by his supervisors Ashely and Mike to perform a job that he is capable of doing quite well. In this corporate world, this is called branding. I tried to explain to him that he should not be chastised for giving me different credits for me being 5 or 10 mins late, or an Emerald club car because there were no more cars available because I have stood there for more than an 30 minutes waiting to pick up a car, or the car had the odor from someone smoking in it. Carl seems to be getting harassed from his superiors and they have even looked at all his rentals because I sent this email to Ashley above.

On Friday, October 2, 2015 at 10:23 p.m., I was there to pick up a rental car. This time, at 10:20 p.m., Carl tells me he cannot rent me a car until I pay for a car that Itasha Rigby could not close out on August 3, 2015 that I returned on time, and now its 2 months later. Unfortunately, when I picked up the car on July 31st the computers were down and she had to go over to the Enterprise car rental counter and hand write a contract. (See reservation # 1100952371) She followed the handwritten procedures but could not close me out when I returned. No one contacted me for 2 months about why this contract was not closed out. But all of a sudden you want Carl to do Ashely and Mike’s administrative work when he had nothing to do with renting me this car. This is unprofessional and unacceptable practice. You demand me to pay for a car or you will not rent me car at 10:40 p.m. on Friday night, October 2 that occurred 2 months earlier. I felt threaten to have to give Carl my debit credit card to pay for the outstanding rental car in which he had to process the payment by doing a manual charge to my credit card because the computers where down again and had to process a manual (written) contract for my rental car. During this process at 10:45 p.m. Carl had to take a snapshot that the computers were down and text it to Ashley, and then he text and talked to her regarding authorization of my debit card that she did not want to authorize initially. Ashely told him that she would only accept money orders. Please note this is the first time I was asked about the previous car rental and demand of payment at 10:45 p.m. with a money order. I find these transactions to be extremely unprofessionally and an unreasonable request, given the lateness of the hour and the time they close. Carl actually had to prove and get permission to process the debit card transaction from Ashley by texting her. But then again, Ashely did not call me regarding this decision to demand the payment of an outstanding rental before I arrived at the airport at 10:09 p.m., although she told Carl not to rent me a car until I pay for this outstanding rental and she will call me. I responded to Carl and told him to tell Ashely do not call me, especially on Sunday.
Please notify me in writing what is your plan of action for this blatant unprofessional branding of me from Ashley and Mike and their hostile treatment of Carl. Although I have reserved rental cars with Alamo for the months of October and November, I will start looking at other car rental agencies that exhibit consistent customer service to everyone and will not brand me.
cc: Enterprise Rent-A-Car, via certified mail
Corporate Office
600 Corporate Park Drive
St. Louis, MO 63105

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Enterprise Cares October 9, 2015 at 4:20 pm

Brina, I would like to discuss this further with you. Please email us at Care@Alamo.com with your contact information, rental/reservation number and any other details. Reference #151009-003350. -Tatiana

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Damerson October 5, 2015 at 5:10 pm

My son rented a car from enterprise while his car was in the shop. Unfortunately he had an accident on interstate 20/59. The police report filed stated that my son was liable and he said he didn’t caused the accident. Of course the only witness to the accident was the driver’s sister and the police reported her statement. Enterprise rented this vehicle to my son at the age of 20 without any adult signature which was a shocker to me! Now they are saying he’s liable for $1,000 in damages to the rental vehicle. Please explain why in the state of Alabama he was allowed to rent this vehicle under age?

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Enterprise Cares October 9, 2015 at 3:36 pm

Damerson, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, the exact branch location, rental/reservation number and any other details. Please reference #151009-003181. -Tatiana

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Sheldon Hoggard October 5, 2015 at 2:18 pm

Wow!! That Visalia CA (Main Street) office you have is Amazing!!!

Everyone always takes time out of their busy day to write a complaint and usually the corporate office takes that complaint and notifies everyone about how they can do better… I’m hoping this gets treated the same way. I rent a car once a week from the Visalia office and Avis is right up the street… if you told me Avis was half the price I still wouldn’t go there. Andrew helps me out every week and treats me like family, I pull in to the parking lot and he say’s “Hey Sheldon!” before I even walk in to the door. Simon takes time out of his busy day to always come up, shake my hand and make sure everything is going as smooth as it can be. Every Time I walk in to that location, every employee is smiling from ear to ear… That management crew is doing something right!!

Thanks!
Sheldon Hoggard

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Enterprise Cares October 9, 2015 at 3:28 pm

Thank you Sheldon for the wonderful feedback. It is great to see that you are enjoying our services. We are lucky to have you as a loyal customer of ours. I will be sure to pass on the compliment to the Visalia regional office. Have a great day. -Tatiana

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S. Gray October 1, 2015 at 6:25 pm

I rented a car from Enterprise in Glendale, Az and had the rental a little over a month. The only reason I rented the vehicle was to get back and forth from doctor appointments, and chemo therapy. I went in to make a payment and bring the vehicle current and was humiliated and embarrassed in front of several other customers being told they had to close the rental agreement out even though I paid it current. They told because my balance had run high and they couldnt contact me, but I had my daughter take in payments and they were able to contact me threw my childs phone. It took everything for me to go into the office already as I had total hair loss and Im bald from chemo treatments. I felt the branch manager talked to me in a condescending way and never once considered or asked what my story was. I then contacted corporate and explained the situation only to be told they will contact the branch manager, not any follow up with me. I asked for some type of resolution or follow up and was told they will not follow up with me. I feel contacting corporate was useless and some type of repurcussion needs to happen. I have spent over $1,000 renting cars from Enterprise in the past month and this is how im treated!? If this is company procedure I understand but no one should ever be treated that way.

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Enterprise Cares October 9, 2015 at 3:22 pm

We take customer service seriously and want to assist you. Please email Care@Enterprise.com with your contact information, reservation/rental agreement number and reference # 151009-003090 so we can address your situation. -Tatiana

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Maurice September 30, 2015 at 6:14 pm

I was told by one of your sales agents (Claude) at the Norfolk Intl Airport that Virginia is one of a few “no fault” states that allowed your agency to not recognize my personal insurance coverage for your vehicle and that if any damage occurred I would be personally liable for. I questioned this twice with your sales agent who insisted it was a recently enacted law and I could be sued for this or that.

I later learned this to not be true and that your sales agent manipulated my lack of knowledge and ability to verify this information prior to my need for the vehicle during this business travel.

My corporate finance office is declining my expense reimbursement for this collision damage waiver as an unnecessary purchase.

This $21.99 daily charge for each of the 4 days I used your vehicle is small compared to the feeling of being betrayed and manipulated. I began using your agency for all my vehicle needs a few years ago and now will take my business elsewhere.

Rental Agreement Number: 830220388

Thank you.
Maurice

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Enterprise Cares October 2, 2015 at 12:55 pm

Hello Maurice,

I completely understand how frustrating this must have been for you. Customer service is very important to us. The level of service you received will not be tolerated and upper management has been aware of this situation.

As it is never our intention to disappoint a valued customer, I have processed a credit in the amount of $96.76 to your credit card as a one time courtesy. Please allow 7-10 business days for this credit to reflect on your billing statement. If you would like to discuss this situation further with us or would like a copy of your adjusted invoice to view and keep for your records please email us at care@Enterprise.com.

Should you have any additional questions regarding this matter, please contact us directly. Thank you for choosing Enterprise have an Awesome day!

Best regards,
Tatiana

Social Monitoring Coordinator

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Enterprise Cares October 2, 2015 at 1:05 pm

Please reference #151002-001426. -Tatiana

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Tracy September 28, 2015 at 1:53 pm

My name is Tracy Cooper and the staff @ the MKE location is very sorry & out of order. I’m truly upset with the staff on duty 9/23/15 @ 0600. I called for the longest & got no answer. That’s not right. And I’ve been waiting since last Thursday for someone from corp. to call. Haven’t heard from them yet. This has been my worst rental ever. Does Pamela Nicholson & William Snyder know how this business is being handled? I sure hope. How can you work @ such a large business & not answer the phone. First thing in the morning is too soon for your workers to be slacking off. I hope to hear from someone in the corporate office sooner than later. This is terrible customer service. The garage clicker was left in the rental car by accident. As soon as got the message. I immediately starting call Enterprise. I know someone was there because I turned my keys/paperwork in to a live person. And no one answered, I kept calling until I got on my flight. Had someone answered the phone. I’m sure I could have caught them before the car was taking from the garage. I turned my rental in @ 0600. When I got to Dallas, Texas around 0930 I finally got answer. I told her what happened. She had nothing to say about them not answering the phone. I can’t wait for someone to call me. 404-375-9233 Tracy. Enterprise @ the MKE location really dropped the ball this time. And someone higher up needs to know they’re out of order.

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Enterprise Cares October 2, 2015 at 1:15 pm

Hello Tracy, we would like to look into this situation further with you. Can you please email us at care@Enterprise.com with your rsvp/rental agreement #. Reference #150924-002637. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana

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yvonne larocca September 26, 2015 at 1:39 pm

On July 2nd 2015 Someone ran into my car which in turn sent my vehicle out of control and I ran into a house. I was not at fault. As a result my car was totaled. I was in shock over this horrific situation. They towed my car and I received a call 1 hour after the accident from a body shop saying that I needed to sign paperwork and they were going to get me into a rental…still shocked over the situation I complied. Enterprise picked me up from the body shop…took me to their little office (still in shock) they took my credit card # handed me the keys and Andrea shoved me into a car with her pen in hand insisting I sign here and there. Your customer service reps at this location did NOT suggest to me what my options were as far as renting by the day, week or month. Little to my surprise I was being charged by the day as opposed to the monthly rate which was about $650 by the month. I feel if your customer service reps were a little more informed and received better training through corporate on how to treat a valued customers, I would NOT have been taken advantage of. Due to the fact that I was manipulated and taken advantage of by your company not only by paying a daily rate for one month and 11 days…I was also charged insurance coverage, while I had my Insurance company State farm and furthermore my Capital one MasterCard, covers auto insurance while using the card for a car rental. I asked your manage at this location Matt, why he or his employee Andrea did not mention to me that some credit cards cover car rental insurance…his answer was, If my car d didn’t cover it, this would have made him look stupid…I mentioned to him, “he could’ve suggested some credit card companies do some don’t, It’s worth looking into.” Common scene and good customer service. So (still in shock) NOT only was I charged by the day as opposed to the monthly rate I was MANIPULATED into paying for insurance which I already had. I turned the car in on August 10th 2015 $2,217.86 and took my business to HERTZ for $1,700.00 FOR THREE MONTHS !!!!!! I spoke with your district manager and he said he was new at this, and did nothing to help me. I have also been trying to speak with someone at your corporate office in hopes to get a fair reimbursement of the money that was stolen from me as a result of your greedy representatives who are desperate for commissions..WHY?? Do they not get paid enough by your company and feel a need to steel from older people who are in shock, vulnerable and devastated?? I HAVE NOT HEARD FROM ANYONE IN YOUR CORPORATE OFFICE!!! ONCE AGAIN; THIS ALL GOES BACK TO QUALITY CUSTOMER SERVICE AND I AM REALIZING THIS BEGINS AT THE TOP OF THE LINE!! I have noticed a lot of negative blogs and reviews on your company, and being a victim of you great customer service; I can certainly see why. I am disputing this with my credit card company, but it seems your company is very insistent about taking advantage of me instead of doing what is right as far as GOOD customer service!!! NOW, WITH ALL THIS BEING SAID..I am requesting that all fees for insurance be waved as I was already fully covered and this was not necessary. I am also requesting that my bill be adjusted to a monthly rate as opposed to daily. HOPEFULLY THIS WILL BE RESOLVED WITH NO PROBLEM. Thank you, with all sincerity, PISSED CONSUMER.

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Enterprise Cares October 2, 2015 at 1:39 pm

Yvonne, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, the exact branch location, rental/reservation number and any other details. Please reference #151002-002151.-Tatiana

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Christy Live September 26, 2015 at 1:17 am

Where do I begin? The customer service was horrible beyond description. However, I will do my best to describe my horrendous experience. I was in a car accident recently which is frustrating within itself and the insurance company made a reservation for a car rental at Enterprise. After being dropped off at the airport by a representative from the collision center servicing my car, I was told by the young man working the counter that I did not have a reservation. After several unsuccessful attempts to located my reservation, he finally chose to end his personal conversation on his cellular phone via his corded earbuds and devote his undivided attention to locating my reservation by probing and asking questions. Despite the fact that I had a resevation number, he finally notifies me that he cannot honor my reservation since the Airport location does not work with insurance companys. Next, he suggests I go outside and talk to his manager, Madeline. (Here is were I will exercise restraint.) After explaining the situation to Madeline, she responds by telling me that she cannot do ANYTHING for me…and she doesn’t! She did not honor my reservation; she did not give me another reservation as she did not have a car for me to rent. That’s laughable since I know they can call other locations and have a “runner” pick up a car from a different location! This last inconvenience infuriates me as Enterprise’s motto is, “We’ll pick you up”…she could not take me to another location or arrange for someone to pick me up! Are you kidding me?! Madelaine was unapologetic and directed me to catch a cab. Having a background in customer relations and hospitality, I refused to show any sign of frustration knowing that behavior would only aggravated the circumstances. Nonetheless, internally I was livid at Madelaine’s unprofessional behavior as she smirked and giggled at my inconvenience during our interaction. I eventually rented a car from another rental company just to be on my way. As I walked to my rental, I observed Madelaine laughing and nodding her head in my direction. Regardless of her age, this woman has some growing to do and should not be in a leadership role. I find it hard to believe that Enterprise does not empower employees enough to resolve issues like these. If employees continue this behavior, they will certainly devalue the company in more ways than one. Hope this review helps! Save yourself some frustration! By the way, Benita at Hertz was amazing!!!!!!

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Enterprise Cares October 2, 2015 at 1:58 pm

Christy, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, the exact branch location, reservation number and any other details. Please reference #151002-002263.-Tatiana

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Kimberly Davis September 25, 2015 at 1:50 pm

I make too reservation for two weeks in a row on both occasion Enterprise didn’t have any vehicles in now I have no car stuck at work due to fact I suppose to be some where else waiting for someone to bring me a car called was given an reference number 150-925-002-142 and that was it I’m very displease as to how this situation was handled

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Enterprise Cares October 2, 2015 at 2:04 pm

I see that you have been further assisted. If you have any additional questions please email us at care@enterprise.com. -Tatiana

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Jenn G September 25, 2015 at 1:12 pm

I have been trying for TWO weeks to reserve a van for the beginning of November.

Call one number – call another number. Email six times and it is a freakin’
game.

Call the airport. Call this number. We don’t rent for the airport. Call airport
again. Get the same number. What the heck?

THE WORST CUSTOMER SERVICE EVER.

I just need a van for November 1 – 3. It should not be this hard.

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Enterprise Cares October 2, 2015 at 2:14 pm

Jenn, we take customer service seriously and want to assist you. Please email Care@Enterprise.com with the exact location you want to rent from and verify what type of van is it that you are going to rent reference # 151002-002405 so we can address your situation. -Tatiana

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sanjeev September 25, 2015 at 10:48 am

have been an enterprise customer for more than 10-15 years both as a business professional and a private individual. For the first time I had a bad experience with enterprise. I rented a car and returned it on time with no physical damage. After the inspection by the customer service rep and my payment, we got in the car for a drop off. Suddenly, the rep saw a long crack on the passenger side of the windshield. The manager forced me to pay for the damage. We all know as per the Motor Industry Research Association (MIRA), the windshield can crack due to many reasons 1) cold weather stress 2 ) Warm weather stress 3) Driving and fatigue stress .. none of which are man made but rather a damage outside the control of the driver.
The manager insisted that I was responsible for the damage and also made me sign a document with comments “Customer had an accident”.. Not true as per the MIRA and laws of physics.
I guess I wont be an enterprise customer ever again . I lodged a complaint with customer care on the phone and was told it takes more than a week to get an answer to the complaint. Kudos for a great service … especially after the customer pays for the service on time but the company has no obligation towards its customers

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Enterprise Cares October 2, 2015 at 2:47 pm

Thank you for bringing this to our attention. Please send us a detailed email to Care@Enterprise.com with complete details including: Renter’s full name, current phone number, location rented, rental agreement (RA) number, “DX” or claim number and reference # 151002-002676. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana

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sanjeev September 25, 2015 at 10:38 am

I have been an enterprise customer for more than 10-15 years both as a business professional and a private individual. For thwe first time I had a bad experience with enterprise. I rented a car and returned it on time with no phsycial damage. After the inspection by the customer service rep and my payment, we got in the car for a drop off. Suddenly, the rep saw a long crack on the passenger side of the windashield. The manage forced me to pay for the damage. We all know as per the Motor Industry Research Association (MIRA), the windshield can crack due to many reasons 1) cold weather stress 2 ) Warm weather stress 3) Driving and fatigue stress .. none of which are man mad but rather a damage outside the control of the driver.

The manager insisted that I was responsible for the damage and also made me sign a document with comments “Customer had an accident”.. Not true as per the MIRA and laws of physics.

I guess I wont be an enteprise customer ever again .

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Deborah Dennis September 24, 2015 at 12:20 pm

I left a comment previously without reading the comments and complaints submitted by others. It appears for the most part that we were all complaining about the same thing: poor customer service, failure to keep the word of the representative, pick up service…. I sincerely hope that the corporate office takes serious notice of the complaints and pays close attention to the manner in which the customer was treated. If giving the choice, I doubt very seriously, if I would spend my hard earned money with Enterprise.

Our comments are too serious to ignore. I am wondering, if anyone will even contact me about my inconvenience and my concerns.

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Enterprise Cares September 25, 2015 at 1:19 pm

Thank you for bringing this to our attention Deborah. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and reference #150925-001953. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana

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Deborah Dennis September 24, 2015 at 12:14 pm

I was involved in an accident, where the liable party’s insurance company has an exclusive with Enterprise. As long as renting from Enterprise is problem-free, the service is great! Otherwise, their employees are ill-trained. The vehicle that was rented to me had an oil leak. It leaked oil all over my parking space at my apartment and my office. I contacted the leasing agent to report the problem as well as to ask for another vehicle. That occurred on 9/22/2015 at about 4:30 pm. It is now 10:38 on 9/24/2015, and I am still dealing with the problem … attempting to get into another vehicle. I reported to the leasing agent that I left the vehicle in front of my apartment for Roadside to pick it up. It is still there, and I am still without a vehicle. Jenna, the agent in the Houston office, who took the call, scheduled a vehicle with the Cedar Hill branch for Wednesday, 9/23/2015. That branch said the record was set up as a new reservation instead of a swap out, and they did not have a vehicle for me. We were at the Cedar Hill counter for more than an hour to no avail. We were on the phone with Roadside, who looked for a car for me. I was told that out of all of the locations in DFW, no branch could get me into a vehicle. I started calling again this morning, 9/24/2015, at about 9:15 am. After spending more than an hour and a half with Shantel on one phone from the Roadside Department and Anthony simultaneously on another phone, I was able to get the problem resolved. It only took 36 hours. Unfortunately, I could not get a car sent to me because it would take more than 3 to 5 hours today. I have a 93 year old mother that I came in to town to care for … taking her to appointments, etc. I told them that I could not wait 3 to 5 hours for them to bring me a car. I asked if they could leave the car, and they said they could not. The closet place they could find me a car was DFW Airport, which is approx. 50 miles from my house. I now have to bother a neighbor to take me to DFW to pick up the car, spending her gas and her time. To add insult to injury, I was promised an upgrade to an SUV by Jenna; however, no one is willing to honor that promise because the rental did not originate with them. I am making this complaint because I do not work for Enterprise. Had it not been for me taking the initiative and providing the direction to solve this problem, I would not be able to get into a car today and salvage what is left of the time I reserved for my mother. As part of Enterprise’s training, effective service to a customer when involved with a faulty vehicle should be as important as servicing the initial transaction. I am so disappointed in Enterprise. I expected more from an agency of its sophistication. As a forced customer because the insurance company would not allow me to choose another provider of rental cars, I did not deserve to be inconvenienced to this magnitude. To upgrade me to an SUV, would have been a minimal concession for the magnitude of my inconvenience.

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Melinda Sadler September 21, 2015 at 11:49 am

I took my granddaughter to the Enterprise location on Park Blvd. in Seminole, FL. While I was waiting in my car for her an employee backed in a Camero next to me and banged his car door into my car leaving a dent and scratch. I went inside and filed a complaint and was told to wait 7 to 10 days and someone would contact me as to what I needed to do to get it fixed. I did not receive a call and it’s over two weeks. Now they are telling me it is an outside company that moves their cars and that company is responsible. We have called every number they gave us and we still cannot get an answer from anyone. I have a 2008 Lexus in excellent condition and need to get this fixed. It was an Enterprise car and in the Enterprise parking lot. Nothing but the run around from Enterprise!

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Enterprise Cares September 24, 2015 at 4:26 pm

Thank you for bringing this to our attention Melinda. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reference #150924-003051 and any additional information. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana

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Maureen Rico September 19, 2015 at 9:03 pm

you need to stop advertising you are the company that picks people up wherever they are. I asked your Fort Oglethorpe GA that question and I only live less than 10 minutes from their rental location and they told me that I was too far for picking up

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Enterprise Cares September 24, 2015 at 4:54 pm

Maureen, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, reference #150924-003266, rental/reservation number and any other details. -Tatiana

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Danielle Patterson September 18, 2015 at 7:07 pm

Good Evening,

I have used Enterprise on a number of occasions but as of today I am not sure if I will in the future. One of the agents at the office I reguarly attend called me on Tuesday , September 15, inquiring if I was going to keep the rental. I specifically stated to him that I would be returning the vehicle on Friday, September 18. He then stated to me that I would owe $155.45 and I will be getting the $200 deposit back that is on the credit card if I pay the $155.45. If I did not want to do that then they will take it out of the deposit. That is not what happened when I went into the store! Although another agent was very patient with me, he stated that I owed $340.45 which is double than what the agent on Tuesday stated. I am very upset and bewildered as to how two totally different numbers came in to play. I was under the impression that what was told to me would be honored due to the level of customer service I have received in the past.

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Enterprise Cares September 24, 2015 at 5:01 pm

Danielle, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, the exact branch location, rental/reservation number and any other details. Please reference #150924-003304. -Tatiana

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Maria September 18, 2015 at 3:52 pm

I called the company the night before I wanted to get picked up. Everything went well till the day of the pick up. Called at 8:00am and was told the car was coming in 15-20 minutes. Well it took 40 minutes to get a pick up and I was picked up by a pick-up TRUCK. Yes, a truck. I could hardly get up to get a seat. Gentleman was nice and friendly. Got to the office and it seems like everyone was just taking their sweet time to get me going. Not a happy client. No professionalism at all.

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Enterprise Cares September 24, 2015 at 5:06 pm

Thank you for bringing this to our attention Maria. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and the exact address of the rental location involved. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. Reference #150924-003339. -Tatiana

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Dede Sanford September 17, 2015 at 7:59 pm

I picked up a car thru my insurance at the 6879-B Johnston St. Lafayette, LA location on 9/8/15 due to putting my truck in the shop for repairs. I was originally supposed to have a reservation on the 1st of September, but was unable to keep it due to being in the hospital. When I got out I called to see about the car I wanted & I was told by Kim the 1st lie .. That y’all wouldn’t be able to accept any reservations for me again due to not keeping the 1st one. I was kind of confused but accepted it & thought that they’d only be able to get a different car for me & I was ok with it. When I picked up the car I did get the Camaro that I wanted & I was happy… But then things went downhill from there. On 9/16/15 I got a call from my insurance company saying that my truck “MAY BE READY” by the end of the day. Well Enterprise called me & left a message saying the same thing, but I just didn’t worry about it because the body shop hadn’t called me stating my truck was ready yet. On 9/17/15 I got another call from Enterprise stating that progressive had ended my term of lease with them on the previous day & that I needed to get with them to either pay more money or have the car back by 3pm. This is the 2nd lie that I was told. I was told that we have until the end of the day to bring the rental back … NOT 3 PM… LIKE THEY’RE TRYING TO CLAIM!!!!! I asked what would happen if I didn’t have it back by 3 pm & Amy said that they’d take legal action to get the car back. AT 3 PM?????? Not the end of the day?????? That’s dishonest & simply bad business!!!! The overall attitude in that office SUCKS & these ladies need a class on how to work with the public AND DEFINATLY a class on honesty!!!!!! I WILL BE letting EVERYONE know how I was treated & the level of dishonesty that went on with y’all trying to double up on the money to rent these cars out by trying to force people to bring them back before they’re due to be turned in. Ohhhh & another thing, maybe y’all ought to check out the gas prices in each state before you try to charge someone in Louisiana 4.89 a gallon for cars down here. Y’all might pay that where you live.. But the prices are wayyyyy different down here.

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Enterprise Cares September 24, 2015 at 5:10 pm

Hello Dede, we see that you have been contacted though our regional office. If you need any further assistance please contact us at care@enterprise.com. Reference #150919-000414. -Tatiana

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Jamie phillips September 15, 2015 at 2:39 pm

I recently rented a car for about 2-weeks (locally) at an out of pocket expense due to a non accident related issue with my car.
I am 4 months away from turning 25 and on a college budget. I dealt with Josh from the Milledgeville,GA location and he was WONDERFUL. However, when I turned back in my rental car to the Milledgeville location to pick up MY car from being in the shop; only to find out the problem want fixed and my car was still not driving properly.
SO…. I had to get another rental (less that 24 hours later) at the Macon enterprise location.
Same company, but located in Macon, GA. I got the EXACT type of car at an increased rate of $32 per day!!! plus another deposit. (I had just put one down less that a week prior) PLUS they tacked on a $20 per day young driver fee…..really….
Warner robins enterprise charged me an entire days rental cost for returning at 5pm vs 1pm.
Needless to say, I was NOT happy. I was already broken in half (financially) from my car being in the shop but nobody other than Josh from the Milledgeville office wanted to help and give me a good deal.
If I ever need to rent again, I will ONLY be dealing with Milledgeville enterprise or another company entirely.
The others ripped me a new one and milked every penny they could get out of me!
That is not the impression you get while holding to speak to an enterprise representative listening to the enterprise slogan and commercial about caring for their customers. I couldnt help but to roll my eyes and think…yeah, right!!

I sure hope if someone took the time to read this, that Josh of Milledgeville Georgia gets some kind of recognition for his awesome service, understanding and willingness to help. He even took time to follow up with me.

He is the ONLY reason I would ever do business with enterprise again.

Its not all about the money, folks! doing GOOD business makes for MORE business.

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Enterprise Cares September 24, 2015 at 5:19 pm

Jamie, I would like to discuss this further with you. Please email us at Care@Enterprise.com with the exact address of the branch location, rental/reservation number and any other details. Please reference #150924-003369. -Tatiana

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Kas A. September 15, 2015 at 3:07 am

To Enterprise Damage Recovery Unit
Rental Agreement # 21FN4X
Claim # 06942738
My son, picked up a rental Kia Optima license plate # N52 6728 at your location at 3029 North Kedzie Chicago, IL. 60618 on 8/17/2015 at 1:18 PM. When my son was at Enterprise location, an employee examined the car inside a poorly lit garage, which was not a reasonable place to see details of the car. He quickly walked around and said the car was good and handed my son the clipboard to sign the agreement. Unfortunately, that is not a good enough evaluation of the car and the laziness of the employee and the manager Matt caused them both to overlook the existing dent on the trunk that this car had, which was difficult to see in low light conditions. Then, my son signed the agreement and came home. I took pictures of the car at 2:09 pm when he came home the same day. I am enclosing the car picture in which you can clearly see a dent already on the trunk. My son picked up the car on 8/17/2015 at 1:18 PM and I took the photo on 8/17/2015 at 2:09 PM, which is less than an hour after he picked it up. The iPhone this was taken with automatically encodes the time and date of the photo. Using a PC, you can right-click the image file, click on properties, and you can see the date and time. My son came straight home after he picked it up. He did not park anywhere on the way home. Nothing touched the car on the way home, so how can there be a dent on the trunk in less than an hour? The only explanation is that the car had a dent to begin with. When my son dropped off the car on 8/25/2015, the manager on duty Matt told suddenly sees the dent and tells my son there is dent on trunk. To that my son told him the dent was already there when he picked up the car. My son tried to explain to the manager on duty Matt, but he was so unprofessional and rude and refused to see pictures and told my son to send the pictures when the damage department contacts him.
At this Enterprise location, people are rude, unprofessional and don’t know how to do their job. My son told me the employee who picked him up seemed drunk on the job. He had very slurred speech, was weaving across lanes, and was driving very close to other cars. The other employee who inspected the car was too lazy to take the car outside in full light and inspect the car. He did not even look at the car, he just walked around and said everything was okay on the car, since my son could not see anything in dark so he signed the contract. These type of irresponsible people should not be working at Enterprise. This place is full of incompetent employees. My friend had the same problem a few months ago, but he did not take pictures after he picked up a car and ended up paying money for these scammers. Manager at this location named Matt, unprofessional, and very rude.
My brother, manages Elston Auto Rebuilders at 3809 N. Elston Ave Chicago, IL. 60618, and he sends all of his customers to this Enterprise location, because it is nearby. When my brother called Matt and said “I send 5-6 customers to your location a week and you will not be seeing our business unless you resolve this issues” to that Matt told my brother he “doesn’t care” for his business and hung up the phone. After that my brother told me he is not sending any customer to this location and will give his business to Avis. I am surprised Enterprise hires these type of people who clearly do not know the concept of customer service. I work for a largest retail, if i tell my customers that ” i don’t care for your business”, next day i would be fired. I have sent pictures to enterprise damage recovery unit, but still i haven’t heared from them.

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Kas A. September 21, 2015 at 2:45 am

Enterprise Area manager Matt Thomas contacted me and resolved my issue. I am impressed with Mr. Thomas how seriously and professionally tackled my complaint, and he promised me that he will re-examine his employees customer service skills. I am willing to give one more chance to Enterprise and i will rent car from them again. Thank you Mr.Thomas.

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sabrina smith September 14, 2015 at 1:12 pm

I had a rental car from Enterprise Leasing. The car was brought back with damage to the bumper on Monday, August 31st. . I have pictures of the mishap. I took full responsibility for the damage. I had asked for 3 estimates on the car prior to any work being done. I specifically requested that no repairs take place until I see the estimates. Grant Carson at the Olathe, KS Enterprise Rent A Car location specifically said that someone would contact me in the next day or so regarding the estimate on the car. I followed up and left numerous messages to call me, and no one called me back until Tuesday, Sept. 8th. I had spoken with another body shop who was going to do the body work on the car for a fraction of the Enterprise Leasing body shop’s cost . The body shop that I was working with had also tried to retrieve the car from Enterprise Leasing with no avail. He was told that the car was sold and that Enterprise Leasing is not pursuing the loss. I had finally gotten a hold of Grant Carson and he said the car was out of his hands and had blatantly stated things that were not true. He stated that he had never had a conversation with the local body shop that the repair costs would be dropped. He also stated that I did not want to have the local body shop work on the car which was absolutely false, otherwise I would never have had the local body shop pursue acquisition of the car. And lastly, Grant Carson also stated that he and I had spoken 6-7 times over the phone which was not true. We had spoken three times including our conversation today (9/14/15). This situation could have been handled differently, for starters, professionally. I am so disappointed in the words exchanged with the representative from Enterprise Leasing. Not only were statements false, but the representative had exaggerated to an extent of falsely accusing me of misrepresentation. I am very disappointed in Enterprise Leasing and hope to never have to do business with them again. I had no choice in dealing with them due to being victim of a “rear end” accident. The insurance company of the other party has a contract with Enterprise Leasing, therefore I had no choice in the matter. I highly recommend that consumers read the complaints against Enterprise before renting a vehicle from them, especially when it comes to customer service, an area where professionalism lacks.

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Enterprise Cares September 16, 2015 at 5:06 pm

Thank you for bringing this to our attention Sabrina. Please send us a detailed email to Care@Enterprise.com with complete details including: Renter’s full name, current phone number, location rented, rental agreement (RA) number, “DX” or claim number and reference # 150916-003724. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana

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Enterprise Cares September 16, 2015 at 5:09 pm

Sabrina, please ignore previous post. Please see consumer affair post for further assistance. -Tatiana

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sabrina smith September 17, 2015 at 11:51 am

What consumer affair post?????

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sabrina smith October 11, 2015 at 5:37 pm

I just received a bill for the damage on the car. Enterprise has done nothing on their end to assist in this dispute. Shame on you Enterprise. An eye-opener would be to look at all the complaints against your corporation. It is pathetic. Your company was rated a 1 on a scale of 1-8.5 in the BBB reports. Your customer service needs a cosmetic lift. It is unfortunate that we, the consumers have to put up with not only the lack of employee professionalism, but also the inability to take responsibility for your mistakes.

Please assist in this request to help with this issue. I was blatantly lied to in an effort to do the right thing by telling the truth. Now its your turn…….

Travis Baird September 11, 2015 at 1:14 pm

I returned my rental on 09/08/15 and was billed the AGREED upon amount of USD$723.19. Several hours after I returned the vehicle, my card was charged again for the amount of USD$94.62. For a total of USD$817.81. The local branch in salt lake city at the airport didn’t seem to know anything about it, and the national branch didn’t seem to know anything about it. They have no records of charging me for the additional amount. ENTERPRISE RENT-A-CAR HAS STOLEN MONEY FROM ME!! Not only can I not find someone to help me get it back, I can’t even find someone that can find the charge?? RENTAL AGREEMENT NO> 530319604. This is unacceptable for a company of this caliber. This situation has definatly affected my opinion of this company and my willingness to rent through you in the future. Show me there is a reason you are the largest rental company in the world. I am sure you didn’t get there by stealing peoples money and poor customer service.

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Enterprise Cares September 16, 2015 at 5:01 pm

Travis, we take customer service seriously and want to assist you. Please email Care@Enterprise.com with your contact information and reference #150916-003673 so we can address your situation. -Tatiana

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E. Hall September 9, 2015 at 1:12 pm

I need to make someone aware of a situation that took place when I returned a car at 9345 N. Crescent Blvd. yesterday, September 8th and to express my disappointment at the way it was handled. Upon final inspection, Mr. Nicco Esgro found damage to the bottom panel under the door. This was missed on the initial walk around when I rented the car. Neither your representative nor I look that low on the car. If it were just a scratch, I may have thought that someone hit the car while parked and that I did not notice it. Unfortunately, the scratch had been painted as in an effort to hide it. That is why I know for sure that the damage was there when I drove it off of the lot. I spoke to Ms. Joanna Magruder, the person who did the initial walk around, and her statement was that there was no way she would have missed it. Well she did, and what a way to make a customer feel. The suggested solution was to charge my credit card, report it to my insurance co. and have the car painted. What, no investigation??? Needless to say, I am disputing the claim. My request was to have someone examine the damage in an attempt to determine the age of the damage. I understand that Enterprise has no motivation to honor my request, and I am not sure if they will. What I do know is that I did not/ would not damage a car and paint it in an attempt to hide it. In addition to Mr. Esgro, I also spoke to Ms. Lauren Griest. No one could offer an alternative except to file a report. I am hopeful that, in a company as large as Enterprise, there is a better way to handle this situation that is fairer to the customer. This has left me disappointed, frustrated and afraid to rent from Enterprise in the future. Once the car is painted, there is no way to prove my innocence. How is that fair??? The contract # is 876945.

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Enterprise Cares September 16, 2015 at 4:52 pm

Thank you for bringing this to our attention. Please send us a detailed email to Care@Enterprise.com with complete details including: Renter’s full name, current phone number, location rented, rental agreement (RA) number, “DX” or claim number and reference # 150916-003550. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana

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Jacquelyn Martin September 8, 2015 at 8:13 pm

CHARGED FOR A “FREE” UPGRADE. On August 27th I called the Enterprise office located at 450 N Il Route 31 STE 100, Crystal Lake, Illinois, 60012-3764 (815) 788-8844 and spoke with a woman about renting the smallest car Enterprise offered. The woman indicated that the smallest car was not available but a compact the next size up was available and after hearing the price differential, I agreed. She asked when I was going to pick up the vehicle and I indicated I would pick it up after 5. I asked if she would be at the office when I got there and she indicated she would not but would be there the next day when I dropped the vehicle off. I arrived at the Enterprise office and was helped by a man named Ryan. After we finished the paperwork, since I used a debit card there was slightly more, Ryan said that a compact was not available and I was being given an upgrade to a Ford Focus at no charge. The next day, I returned the vehicle 5 PM and the woman I had initially made the reservation with was there, but, assisting another customer and asked me to wait. I said no problem, went outside and joined the party that was going to drive me home. While outside, I noticed Ryan the man from the previous evening came outside, checked the vehicle I had rented and went back inside the Enterprise office. I followed and by the time I had reached the desk, Ryan had completed the billing process. I asked Ryan when I could expect the refund on the deposit and Ryan said it depended on the bank. The bank I do business with always shows credits within 24 hours at the minimum as “pending”. I took the receipt and left. By Monday, there was not “pending transaction” showing, so I looked at the receipt to call the Enterprise office. I noticed I was charged for the Focus at the Focus price. When I called and spoke to Ryan about the deposit, which he said I would have to wait until the next day before he would look into it further, I also mentioned I had been charged for the upgraded vehicle. Ryan said that is what the reservation was for. I said I had asked for the smallest vehicle and was told a compact would be there, Ryan told me I had ordered the Focus sized vehicle. The next business day I received the remainder of my deposit. The credit was for a lesser amount than would have been if the order was processed as the compact I had agreed to. Someone must of switched my compact reservation for the Focus I was charged for since Ryan was insistent on initial reservation was for the Focus. I know what I ordered and I know my bank does not take two business days to process a credit. So I wonder, why Enterprise feels the need to tell a customer one thing when they reserve and then pick up a vehicle, and then tell the customer that they ordered a larger vehicle at a higher price not received an upgrade due to the lack of inventory of a reserved vehicle when questioned. And why would my bank not process my credit from Enterprise in the same time as it processes all other retail credit transactions. I have rented from the same Enterprise office in the past and received great service, however, this past experience has left me feeling like I had been misled and that there was something just not right about the whole situation.

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Enterprise Cares September 10, 2015 at 11:34 am

Thank you for bringing this to our attention Jacquelyn. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and reference #150910-001431. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana

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Lisa Rolfe September 8, 2015 at 2:42 pm

I inadvertently made an error on the Enterprise reservation number listed in my previous complaint this morning. The Enterprise rental agreement number for which I had an “awful” customer experience this morning is: 27FYYJ. A Rep with Corporate office said she was escalating complaint, but as of 1:45p, I have heard from no one. I will not use Enterprise again!

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Lisa Rolfe September 8, 2015 at 10:59 am

Re: Reservation #916402. Today is 9/8/2015, 9:50 am. I was just assigned a rental car 1.5 hours after arriving in office. The Customer Service was the most AWFUL I have ever experienced! I was picked up by Enterprise at I CONN 2 minutes from Entterprise. I stood in line only 2 find out by Patrick Taylor the mgr, that I needed 2 sign in. There was NO sign and no one helped. I signed in that I had a reservation and the time I arrived. They took about 20 people who came in after me. They had 1 vehicle left that I told them I did not want and did not match my insrance compant policy! I had to get it to go to work! I will NEVER go back to Enterprise and will be reporting 2 my insurance company ASAP!! I was late 2 work 2 hours due 2 this experience!!

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Enterprise Cares September 10, 2015 at 10:53 am

Hello Lisa, I will follow up with the regional office right now. if you have any additional questions please contact us at care@Enterprise.com and reference #150908-001783. -Tatiana

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Cullen Ali Carey September 5, 2015 at 11:11 am

Good Morning, I reserved a rental via Hotwire.com (Reservation#4780103333) to rent a car from 1:00 August 27 to Noon August 30th. When I got there they where going to charge me an extra rate for coming early to pick up the car so I decided to wait till 1:00 to pick it up. I just found out that one of your representatives placed an charge on my Credit Card and even if they cancelled it the Authorization was never cancelled. I spoke with my Credit Card company today and they explained to the Enterprise location where I got my car from would have to call them with the authorization number and they would clear the Pending Authorization number for me today.

I then called the Enterprise Rental Car Location at the Milwaukee Airport 414-294-5880 and spoke with the Manager Nicole to help me out to take care of the issue. I explained to Nicole what the Rep from the credit card place said they would need to do. This is when everything turned wrong. This manager was so rude and dismissive to me it was almost comical. She stated that she couldn’t look up the cancelled Authorization number. That she didn’t have time to call the credit card company right now and before I could explain to her that she could do a conf call because She would have to call from HER phone she hung up the line. I immediately called her back and asked her why she hung up and she again said she was too busy to deal with the situation. I asked her if she could hold the line I would conference her with my Credit Card Company and when I finally got them on the line the Credit Card rep advised her that SHE would need to contact them Directly..That if she didn’t have the information she would be able to retrieve it by calling the Merchant Services number. The Manager again was rude to her and said that she was really busy and couldn’t promise when she would get to doing it and hung up the phone.

As you can imagine I am totally frustrated number 1 because there isn’t anyone else I can call that can take care of this issue and I have to rely on a person from your company that will probably not do it in the first place. Please if someone could contact me at 205-239-2837 and let me know if there is another way to fix this issue I would appreciate it. I rent from you guys all the time but customer service like this make me want to REALLY run to your competitors and never look back!

Cullen Ali Carey

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Enterprise Cares September 10, 2015 at 10:42 am

Cullen please refer to our complaints board post to you. -Tatiana

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Deanna Austin September 4, 2015 at 6:31 pm

On Sept 4, 2015, I along with my husband went to the Urbandale IA location to pick up a car after securing a confirmation the day before. Since we were paying by Debit Card, the counter agent wanted all the necessary documents that would meet the requirements for said rental. Well for some reason or other, we were denied. I explained to the agent that we are returning customers using the same info as before but to no avail. Sadly, we did not secure a rental and the agents were rude, arrogant and not helpful. It is dishearting to know that returning customers with no prior issues with Enterprise would be treated as such. I feel it would make good customer service if some sort of acknowledgement was given as a token of good faith that would remedy this experience.
Thank you!
D Austin

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Enterprise Cares September 10, 2015 at 10:37 am

Deanna, I would like to discuss this further with you. Please email us at Care@Enterprise.com with any other details. Please reference #150910-001162. -Tatiana

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VK Stewart September 3, 2015 at 3:41 pm

Vera K Stewart
* Euclid Ave
Berwyn IL 60402

Re: Enterprise Memphis International Airport Reminder: Enterprise Rent-A-car Reservation # 1002071546

I wanted to express my experience as a customer from enterprise. I have been renting from enterprise for years tried a few others and have never used anyone in a very long time. I always recommend my customers to use your serviced when they are utilizing rentals on their vacations. This past week I flew to Memphis Tn for five days to visit family. During my visit a family member had a private party at a facility in Park Ave at the end of the party there was a drive by shooting. I did not know the shooters or the victims. I was proceeding to my car and was stopped by an old acquaintance had I not I would not be typing this letter. The victim was standing in front of my rental car and in the event there was damage and a tragedy. I the renter an innocent victim was victimized by enterprise. Even though I have not one but two coverage’s received claim numbers and a 100 percent coverage enterprise left me in a visiting city and state with no new rental. I was told because there was blood not body damage on the outside of the car not inside they would not utilize my service. I spent over 1500.00 on this trip with hotel, flight, and car rental etc. and I had to spend my last three days in my hotel room because I had no transportation and only able to have pizza hut delivery. No one ever tried to extend any type of sympathy and not even a ride back to the airport not to mention because I had no car I had to sit in the airport 5 hrs before my flight because I had limited transportation. I was in a public place around people I never saw before but I was penalized for a drive by shooting. What company do this to a customer and say suspicious circumstance no vehicle will be replaced and I can’t rent again for being a victim. By the way I stayed with the young man, I tied his leg to help delay the bleeding held his head and waited with him 45 minutes for an ambulance yet I still don’t know his name or if he survived. Me the victim did this yet I was penalized for being human. Me as a travel agent cannot tell my customers if something beyond your control happen enterprise will be there for you.

Respectfully,

Vera K Stewart (VICTIM TWICE BEYOND CIRCUMSTANCES)

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Enterprise Cares September 9, 2015 at 5:29 pm

Hello Vera, we are glad to hear you are okay. I would like to look into this situation further with you. Please send us an email to Care@Enterprise.com with complete details including: Renter’s full name, current phone number, rental agreement (RA) number, “DX” or claim number and reference # 150903-002777. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana

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VK Stewart September 17, 2015 at 5:29 pm

I sent that information the same day of this post but i did resend it on today. I am hoping this is looked into and someone contacts me.

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Cheryl Dery September 2, 2015 at 5:43 pm

I would like to know how to reach your CEO, Pamela Nicholson, I’m told that,that is not possible. I want to know why Enterprise will not take responsibility for renting out a car that was not detailed and drugs were found in it.

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Enterprise Cares September 9, 2015 at 5:19 pm

Cheryl, we take customer service seriously and want to assist you. Please email Care@Enterprise.com with your contact information, exact location you rented from, reservation/rental agreement number and reference #150909-003643 so we can assist you further. -Tatiana

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brandy September 2, 2015 at 12:21 am

i work for enterprise,, its a job i guess !! i been there 6 years and make 9.00 a hour like the guy that started last week… the way the managers are paid it seems they never want to give raises to anyone except people that work in front !! they fired a few people,, then expect 1 person to do all the jobs that 3 people was doing before !! so from the time you start work most of the time you go constantly non stop and no lunch breaks because we are under staffed and managers dont want to hire people or somebody doesnt !! if you want good workers to stay with the company,, the billion dollar company needs to take care of their employees a little better and im not talking about the ones that make 6 figures either !! `overworked and underpaid especially when i have to use my money to put gas in a billion dollar companies car ,,so im not stranded on the side of the highway !! then have to wait months or weeks to get it back when i make 9 dollars a hour !! but if it wasnt for my kid i would be gone,, ive worked some bad and rough jobs,, but they took good care of ALL EMPLOYEES NOT JUST HALF OF THEM !! I THINK ITS TIME TO WORRY ABOUT HOW EMPLOYEES ARE BEING TREATED INSTEAD OF RENTING A CAR !!

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Ray UAW Ford Motor Co August 30, 2015 at 10:56 pm

the most unreliable disrespectful People I will let all my UAW members know even talking to corporate is useless thank God for Internet

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Enterprise Cares September 9, 2015 at 5:02 pm

Ray, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, the exact branch location, rental/reservation number and any other details. Please reference #150909-003586.-Tatiana

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Diane August 29, 2015 at 9:55 pm

I need the mailing address for your CEO, Pamela Nicholson, please.

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Enterprise Cares September 1, 2015 at 5:06 pm

Diane, we take customer service seriously and want to assist you. Please email Care@Enterprise.com with your contact information, exact location you rented from, reservation/rental agreement number and reference #150901-003390 so we can address your situation. -Tatiana

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G. Carter August 28, 2015 at 8:20 pm

First of all Enterprise advertises that you provide a pick up service. However, after calling your location at 5711 Hwy 6 and requesting to be picked up I still was waiting after three calls between 930 and 1130. My reservation for the rental was for noon. The last call I advised that I would drive to the location, complete the necessary paperwork, but that I will still need to return my car home. I arrived at the location and only one of your employees had any sense of being expeditious about getting customers in and out. Unfortunately, this was not the person helping me. One employee was sitting at a desk with ear plugs in his ear. I guess he was on break. When I inquired again about the ride I needed I was told that the driver had just gone to pickup someone. So, after waiting over 2 hours for a ride to your location, your driver had been sent to pick up someone else. Okay, I was advised that I could just leave my car there, which is what I was forced to do since it did not seem that I was going to get a ride from Enterprise. Obviously your company misses the point of car rental. I arrive back on Monday to return the car, again 3 or 4 people waiting to be helped and every one behind the counter is in leisure mode. After ‘sitting’ for about 15 minutes to just return the car, everyone waiting was informed that your computer system was down and that anyone with a return could just leave the keys and the receipt would be emailed. I finally received an emailed receipt. Unfortunately, an additional days charge had been tacked on to my rental. I noted that whoever checked the car in checked it in at 3:28pm. The car was returned before the 12:10 pm due time. So I went into the location to inquire about this. I was advised by John that he would have the manager correct this mistake the following day. Saturday, I noted the the additional funds had not been returned to my account and an additional 48.49 had been added on. So I called on Saturday. I was told that someone would call me back. No return call. Monday, already a week after returning your car to you and still my bill is not corrected and now I have an additional charge added. So I travel to the location AGAIN. Again, I’m told the manager will take care of this overcharge for 193.86. No one could tell me what the $48.49 is for. Unacceptable! I am very disappointed with the service at this location and my only hope is that not all locations operate this way. This whole car rental has been one inconvenience after another. I chose Enterprise because you advertise that you will pick up the customer, but it is not stated that the service is only for certain customers. I do not feel that there was any respect or consideration for my time or business. And again, a week later I am still waiting for my bill to be corrected and for someone to explain to me what the additional charge is for. I called your customer service line at 281-677-2300 and am awaiting a return call. As of today, August 28th, I have not been able to make contact with anyone to find out why my card was overcharged. I have called the local and corporate office.This is definitely bad customer service and this is not a company that values my business.

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Enterprise Cares September 1, 2015 at 5:20 pm

Thank you for bringing this to our attention. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and reference #150901-003398. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana

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Niecee August 28, 2015 at 7:50 pm

I have rent many of time from you company and never had an issue but today 8/29/15 I went in to pick up my rent car and was told I was not allowed to pick it up because I did not have a major credit card and in state driver license. Well I just rented from this same location a few months ago and did not have the major credit are or in state license but I was able to get the rental car. So please tell me what the difference is now. I have 2 different people from you company telling me 2 different things. I think your company should get on the same page. I called the cop rate number to voice my opinion and see if there was something that they could do.. Well I got the lady on the phone that started off oaky but I guess she was tired of listening to me tell her what had happen then I start hearing her breath in the phone all heavy like I was getting on her nerve of something… So I think this company should start from the top meaning CEO and go straight down with customer service training and the rules of the company but every state does something different. I hope I never have to rent from your company again let along deal with your rude customer service.. Oh by the way thank for making me miss my mom and nephew surprise birthday party!!

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Enterprise Cares September 1, 2015 at 4:40 pm

I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, the exact branch location, reservation number and any other details. Please reference #150901-003250. -Tatiana

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Jackie Bilaski August 26, 2015 at 12:10 am

I rented a car from your 2727 Division St.office in Spokane Washington I had checked the prices online & was shown a price of $26.99 a day given the fact that my insurance only paid for $20.00 a day I figured that was fine. Upon given the contract for the car I was given a different price charging me $31.67 a day. I feel this is false advertisement and taking advantage of a person. I also received a dirty car with hardly any gas in it. I received a call from this office the next day informing me the previous renter may have left a wallet in there. I found it between the seat confirming the not detailed car. I told the agent to have a driver come up to my work and get it this was a Friday. No one showed. I contacted the agent on Monday and was told they wanted the owner of the wallet to come to me at my place of work and pick it up VERY UNPROFESSIONAL! I was sure that the other renter was in need of the wallet and since no one from this enterprise office was willing to come get it and I felt pressured to let them come to me. I felt my privacy and security were violated by this action. I will be filing a complaint with the Better Business Bureau along with Consumer Affairs,
Thank You
Jackie BIlaski

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Enterprise Cares August 28, 2015 at 10:49 am

Jackie, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, reference #150828-001208, rental/reservation number and any other details. -Tatiana

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Florina McMurray August 25, 2015 at 8:06 am

I need a customer service contact person in your Corporate office to give me a call please-the number is (336) 706-0977, reference reimbursement of a deposit, which I have not received yet. I was informed on August 14, 2015,the check will come from St. Louis. MO. I turned in my rental on July 28, 2015.

Thank you

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Enterprise Cares August 28, 2015 at 10:56 am

We would like to look into this situation further. Please send us a detailed email to Care@Enterprise.com with complete details such as: reservation/rental agreement number and the exact address of the rental location involved. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. Reference #150828-001289. -Tatiana

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Shantell August 24, 2015 at 7:41 am

Went online to make reservations for the weekend special this coming weekend and oh was I surprised when I put in the location of the enterprise that I wanted topick the car up from it said it was a “Urban”Location” and wasn’t doing the special only to check all the locations within the same vicinity and they all said the same thing.. I then check a another area which happens to be predominately white area was doing the weekend special. I have been renting from enterprise for years now and never had a problem before but this has left me feeling that maybe a better choice of words could have been used and that the #Urban neighborhoods aren’t deserving of any type of specials when it comes to renting cars.

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Enterprise Cares August 28, 2015 at 11:25 am

Shantell, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, the exact branch location you were wanting to rent from and any other details. Please reference #150828-001415. -Tatiana

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John August 22, 2015 at 4:48 pm

I made a reservation through your 800 number and received a confermation email that I had a car held for me. I called the branch in Gillette WY at 1000 when they opened to arrange a pickup. I was on hold over 20 minutes before I spoke to a person. I then informed that they did not have a car for me because I didn’t make my reservation 24 hrs prior. The lady was rude and said she would call me if a car came in its 2:35 they are closed an I still have no car. I have not recivied a call back or anything your customer service line blew me off but said they were sorry it happens. I requested to speak with the regional manger and was given a bad contact number. The person at the branch told be to quit calling the branch or customer service because it wouldn’t help. She doesn’t have a car and they don’t honor reservation that are made less then 24 hrs out she prefers 48 hrs. I listened to your company mission statement but I guess taking care of the customer doesn’t apply in my case. I have notified my company that I can’t do my job due to enterprise not doing there job. I spent all morning being pushed around placed on hold hung up on and lied to by your company representatives. I have come to figure out that your reservation confirmation isn’t worth getting because it means nothing. (1900441431) is worthless. The Gillette WY branch seems to be run by very incompetent people and expected a lot more from a family owned company my mistake. I have notified my corporate who has s corporate account with enterprise and lined out the situation with the rental car reservation.

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Enterprise Cares August 28, 2015 at 11:36 am

John, we’d be happy to look into your situation. Please email Care@Enterprise.com with your contact information including phone number and reference #150828-001484 so we can address your concern. -Tatiana

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Osiris Coleman August 22, 2015 at 10:31 am

I experienced the worst service ever. The customer service is horrible and very professionally managed. After making my reservation online I proceeded to contact the physical location to veri they received my reservation. Upon confirmation of Enterprise’s receiving the reservation I asked of the availability of vehicles wich I was informed “plenty”. I informed them the rental was being used to attend my aunts funeral. Today is Aug the 22nd twenty fiveteen, this horrific experience caused me to miss my aunts goings away. When I called this morning around 9:24 is when someone answered. The manager on duty acted unempathetic with the situation and told me the cars were in the body shop four miles down the road, but he only has three guys working. This location is 6035. Peachtree parkway. Norcross ga 30093. After having the reservation transferred to another location whose situation with cars being available dod not differ. Thanks for making me miss my aunts funeral.

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Enterprise Cares August 28, 2015 at 11:46 am

Thank you for bringing this to our attention Osiris. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation number and reference #150828-001553. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana

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Raisa August 21, 2015 at 4:55 pm

Since I can’t get a hold of anyone, people at the locations lying about their title and calling them managers and at the same time refusing to give out their last names, I am going to write a complaint here, which is my first step. I will also write a complain to any and all consumer services and federal services available. This company is outrageous and I hope they will get out of business soon.
I am 69yo retired woman and I don’t need to go thru the amount of aggravation as I endured with the help of Enterprise for these past two days. I had a car reservation from Geico at Enterprise and at the time Geico was making a reservation, I made a choice of the location convenient to me. I received a call from someone who said the car is available. I asked them if they can pick me up and at first they said yes, and than they said they’ll pick me up the next day because they didn’t have a car available. Next day comes, I call back the phone number of the location and ask to be picked up. I was told to be ready at the certain time for pick up. I also asked my son to go to the location from his work so he can help me out with the paperwork. He gets dropped off at the location to find out that this is not a location they are planning to drop me off. Apparently without any of my knowledge and my agreement, Enterprise decided to change the location to two towns down from the place and drive me there. My son got stranded at that location and no one was agreeing to at least drive him to that location. Meanwhile after being told to come outside for a car, I’ve waited at this heat for one hour and still no one came to pick me up. Then my son called me and told me about the situation, I asked to speak to the manager, the lady by name Kaitlyn said she was a manager and refused to give out her last name told me there is nothing they can do either for me or for my son. I called her again and explained to her that I was outside for one hour and no one picked me up she put me on hold and the next person who took a phone said his name was Joe and he was a manager, when I asked him who was Kaitlyn, he said he was her manager. Liers!!!!! So enterprise have managers of managers of managers? What kind of business you run??? Disgusting. At least this manager Joe understood the messiness of the whole situation and offered to drive my son to my house personally and drive us both to enterprise to pick up the car. This offer of course came 30 min later after my son came in and of course he had someone picked him up by than. Once again I don’t understand how you do business???? How you don’t go out of business with such a customer care??? Look at all these complains, with all the social media around and voices being heard, why don’t you think about your reputation??? This is actually my second time in a week getting horrible service from Enterprise, the first time when I called and didn’t have reservation from Geico yet, I was told that I don’t need it and just give a claim number which I gave. I was told that the car will be available 7:30AM for me the next day. The next day when we came in at 7:30AM we were told that since there is no reservation from Geico, we have to pay by ourselves. When I inquired why I was told different the day before, I was told that the number for the location that is listed in Internet is actually not the location number, but the corporate number and they don’t know what they doing there. This was told to me by an employee!!! I really hope that with so many complains, unhappy customers and such a competition you will be out of business really soon!!!!!!!

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Enterprise Cares August 28, 2015 at 11:57 am

Raisa, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, the exact branch locations, rental/reservation number and any other details. Reference #150828-001629.-Tatiana

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Darice Murray-McKay August 20, 2015 at 1:58 pm

I would like the name and contact information for the regional manager who oversees the Mill Valley, CA location.
The manager, Jonathan, mis-informed me about polices, wasted my time, made me miss a business appointment and lose a sale,.
He would not contact his supervisor or corporate office to resolve the problem; actually telling me that corporate offices were closed about 2pm PDT.

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Enterprise Cares August 28, 2015 at 12:08 pm

Thank you for contacting us. We have found a file with your previous information given. I will follow up with the regional office right now. If you have any questions please email care@enterprise.com. Reference #150820-003644. -Tatiana

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Frank August 20, 2015 at 12:21 pm

RE: Claim No. 04419230
Date of Loss 10/07/2013
Dear Sir/Madam:
Regarding the above referenced claim – image our disgust to discover the attached recall of the hood latch after our near disaster with a 2013 Nissan Altima rented from your company.
Thankfully, we were not involved in an accident when the hood of this vehicle flew up as we were driving at a moderate speed thru light traffic. We never opened the hood during the term of the rental, nor did we engage the hood release while we were driving when the hood flew up. Both hands were on the wheel at the time of the incident. Earlier in the day, we had just returned from a trip driving at highway speeds in heavy traffic. I doubt we would have so fortunate if the timing were different.
The more disturbing issue was how we were treated when we called Enterprise to report the accident and subsequently turn in the vehicle. We were treated by the manager as though all she was concerned about was that we agreed to pay for the damages. There was no genuine regard to our safety or health – only that we agreed to pay for the repairs. When I pointed out that there must be something faulty with the hood latch, she equated the responsibility of the liability to having a flat tire. And then, when we received the letter saying we were responsible, there were additional damages to the underside of the vehicle that were added to the hood damage. (See attached documentation)
We contacted our own auto insurance company to report the claim as well and they were corresponding with the claims adjuster to settle the issue. However, we instructed our agent to not pay the claim since we did not incur any negligence on our part. We never heard back from Enterprise on the claim – nor did we receive an apology, have any concern for our safety, or any reimbursement for our inconvenience – nothing. Obviously, no one at Enterprise realized the significance of what could have been a potential fatal accident if not for quick thinking and reacting when the hood flew up – not to mention a bit of luck.
I feel compelled to correspond at this time based on the lack of follow up by Enterprise to acknowledge their failures. Certainly hoods do not fly up on a regular basis. I’m certain the manager had no idea of the hood latch problem when they rented us this vehicle. It was her reaction and complete breakdown in customer service that is the issue. Enterprise should be thankful they are not dealing with a tragedy and having to be held accountable for something greater than a damaged vehicle.
We are anxiously awaiting your reply.
Pessimistically Yours,

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Enterprise Cares August 28, 2015 at 12:19 pm

Thank you for bringing this to our attention Frank. Please send us a detailed email to Care@Enterprise.com with complete details including: Renter’s full name, current phone number, location rented, rental agreement (RA) number and reference # 150828-001750. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana

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Susanne LaBarbera August 19, 2015 at 11:21 am

Dear Customer Service,
Firstly its a shame that you can’t even get anyone on the phone at corporate! Secondly, if you are trying to resolve a problem with the local office that provided the service, they either never call back and they keep you on hold longer than 15 minutes every time.

My problem. Office at 13832 S Military Trail, Delray Beach FL. 33484

On 4/13/15 I rented a car for two days due to an auto accident that was not my fault. The driver of the other vehicle who was at fault wanted to settle the damages without insurance. The autobody shop that repaired the car is a good client of Enterprise.
Econo Auto Painting and Body Works (Dave is the owner @ 561-276-3087)
Econo wrote a check to Enterprise the day i picked up the car, and I personally say him hand the check to the driver. When I filled out the paper work upon rental, the rep told me that my credit card was only to hold for security and not for payment as Econo was paying for the rental. 2 months later I see I was charged for the rental on my June statement (6/9/15) I immediately called Econo auto body and spoke to Dave. He confimed the check # issued to Enterprise. He combined the amount with another customer that Dave was paying for. The cost of my rental was $116.02 and the other client was $109.22 for the total of $225.24 The check number is #11635. I then called my VIsa and am disputing the charge. I did not authorize it.
After I confirmed that I have made 4 calls to the local Enterprise office to find out what they did with the check. Each time I was told someone would get back to me and never did. So , I had to keep calling. And always left on hold for longer than 15 minutes. Here is the history of my calls
7/27/15 spoke with Gail Fonrose-told her situation. She promised to get back to me . no repsonse
8/7/15 spoke to manager Trevor Wilson. Told him the story again. He said he is the new manager picking up the “mess” from previous managment. He too promised to get back to me, and did not.
8/13/15 called Trevor Wilson again. He said that the check either never got cashed or it was lost. He admitted that they charged my account 2 months later because they saw no payment.HE said he would call Econo Auto Body to find out if Dave can check his bank to see if it was every cashed. He would call me back in a few days
8/19/15 I called back and was left on hold 18 minutes. Noone ever picked up.
I am at my wits end. I have spent way too much time on this event for only $116.02
Your company should just credit my Visa and be done with it. I am so angry and nobody can even have the courtesy to return calls. I see I’m not the only custtomer not satisfied with the customer service.
Please contact me @ 561-251-6011
Rental Agreement # is 696798
Rental date 4/13/15

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Enterprise Cares August 21, 2015 at 3:31 pm

Susanne

Thank you for your email and all of the information. Our team acts as a bridge between our customers online and the upper managers that can best address your concerns. Based on the information you have provided, I have forwarded our correspondence over to the corporate office that handles the Delray Beach to address further with you. Reference #150821-002721.

If you have any further questions or concerns, please email us at Care@Enterprise.com

Respectfully,

Tatiana Jackson
Social Monitoring Coordinator

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L. Magier August 19, 2015 at 8:19 am

I need the email address’s of,

CEO: Pamela Nicholson
CFO: William Snyder
COO: Matthew Darrah

I have a complaint to make, I need these within the next few hours or I will be contacting the BBB about your business. Which may I add you only have 2 stars on there and a ton of complaints, I dont think you want another one. I also have 100k+ followers on social media, I will make sure noone ever uses your POS service again. Also my cousin writes for the Tampa Tribune (major newspaper in florida) he will be making a column of my service I had at your location. I recorded the whole conversation between the 2 female staff insulting and harrassing me yesterday, I dont think your company wants that hitting the internet. Hope (for your sake) I will hear from you soon.

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Enterprise Cares August 21, 2015 at 3:24 pm

We take customer service seriously and want to assist you. Please email Care@Enterprise.com with your contact information, exact location you rented from, reservation/rental agreement number and reference #150821-002681 so we can address your situation. -Tatiana

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Melissa Stinson August 18, 2015 at 8:17 pm

Well I have nothing good to say about the local office of Enterprise here in Maine for me. Rented my car due to my car being in the auto body and insurance set the car up for me and no cars were available until following day. Picked up the car next day and brought it home. Sat in my driveway for 2 days and went out to leave and all you could smell was cigarette smoke. So called local office it was closed and left a message. Got driving down the road and my child found a cigarette butt in the cup holder in the back seat. Was not impressed. So the only office close to us that was open and had vehicles was 1.5 hours way so drove there and got a new rental. Gentleman went out and said yes someone has smoked in it well get you in a new one. I explained to him that the vehicle was not clean on the inside that you could see ashes in the door handle and also found someone’s wallet in the console. So it showed no one looked it over and cleaned it. So I never received a phone call about the rental car and out of nowhere today the manager at the local office that rented us the cigarette infected car called and was telling my husband that we owed another $150 for the insurance on his rental because he made it sound like we had to take the insurance because everything would be covered if anything was to happen. But like we were talking tonight out insurance company set up the reservation because we couldn’t drive our vehicles so they would be responsible anyways. But couldn’t call about the rental car that smelled completely like cigarette smoke and my child found a butt but wanted to make sure to take money from us.

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Enterprise Cares August 21, 2015 at 3:15 pm

Melissa, I would like to discuss this further with you. Please email us at CareEnterprise.com with your contact information, the exact branch location, rental/reservation number and any other details. Please reference #150821-002668. -Tatiana

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Rose Roche August 17, 2015 at 10:26 pm

I am sending this email to express my concern that I feel enterprise Corporation in Scranton is not doing their job very well. I have rented cars from enterprise in Scranton for many many years with in the past two weeks, I rented a vehicle and had another rental scheduled for two weeks later. I felt the way was treated was unfair as a valued customer. They are mostly younger people that worked there and do not know how to treat their customers fairly. In such an instance the first time within the past two weeks that I had rented a vehicle I had asked to be picked up and I kept receiving phone calls that they were unable to come and get me when I needed to be picked up. I was supposed to be picked up for noon originally and I was told they had no vehicles available until later that day. So I delayed my trip The next time I was given was 3 PM that I was supposed to be picked up I received a call can we come at 3:20 I agreed because I had no choice and the pick up never got there until 3:55. I am very dissatisfied and I will be looking for a new rental car business for the future.

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Enterprise Cares August 21, 2015 at 3:12 pm

Thank you for bringing this to our attention Rose. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and the exact address of the rental location involved. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. Reference #150821-002628. -Tatiana

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Mason August 16, 2015 at 4:25 pm

First and only experience. An insurance company rented me a car after a wreck that totaled my car. Enterprise office did not know how long my rental was valid for and said they would contact me before it was due I call them after a week and a half I was informed I was several days late returning my car but as she had been out of the office the ENTIRE week she was only checking her email now and had forgotten to notify me. Now they are charging me for their mistake and no one will speak to me about why I am being punished with a 100 charge. Would have returned it on time if they communicated the time but appearances I am not forth the effort. I will never be dealing with then again.

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Enterprise Cares August 19, 2015 at 4:54 pm

Mason, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, the exact branch location, rental/reservation number and any other details. Please reference #150819-003591.-Tatiana

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Diane August 15, 2015 at 11:53 am

Dear Sir or Madam:

We wanted to express our thanks to the Enterprise branch located at 5654 Central Avenue in Toledo, Ohio. After reserving a car through Hertz 🙁 via our local AAA travel agency, we attempted to pick up our reserved vehicle. After being told “I have no cars”, and so forth, we talked to our AAA agent who advised that Enterprise was close by. We drive over and had the good fortune to be assisted by Ms. ShaneKa ? . She quickly and efficiently set us up with a vehicle, keeping our cost close to the Hertz rate. She was very professional and we left with a family vehicle and our vacation intact. Please acknowledge her (and the other employees in that branch!). Thank you, the Heidbreder family.

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Enterprise Cares August 19, 2015 at 4:59 pm

Thank you Diane for the wonderful compliment. It’s great to hear that you had a fantastic rental experience with us in Toledo. I’ll pass the compliments on to Ms Shaneka and the regional office. Have a great day! -Tatiana

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Stephon Woodrum August 15, 2015 at 11:30 am

I have STILL yet to receive the rental I was supers to receive or even a call for that matter from tube Motor Way location here in Colorado Springs, CO. All of this is paid through my insurance. Caleb was so rude and gave my rental to someone else more than once and only gave me the option to be put on the wait list. 3 days of wait listing. Yesterday I was supposed to be guaranteed a rental by 2:30 and a phone call; I didn’t receive either. I plan to tell everyone I know not to rent through them.

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Enterprise Cares August 19, 2015 at 5:24 pm

Thank you for bringing this to our attention Stephon Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and the exact address of the rental location involved. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. Please reference #150819-003742. -Tatiana

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Ali Ozhan August 14, 2015 at 1:43 pm

Hello, I hope someone will response this, because I started thinking that Enterprise does not care their customers. If you check my record you will I have been keep renting cars from Enterprise. Actually, Enterprise is the only car rental company I rent car. Anyways, Last Friday, I received a letter from Enterprise. It was notifying me that they are going to charge to my Credit Card for 132$, because of the parking violation in Oakland on 07/24/2015 @ 2:16 pm. My rental car period was from 7/22/2015 to 7/24/2015 @ 2: 42 pm. I was sure that there is a mistake because I kept the car with me on that day at work where it is in Petaluma. I called the number on the notification letter. First, I spoke with a representative. I told her that I have never been in Oakland in last two years. I explain her that it is also impossible for me to got the ticket at 2:16pm and return the car at 2:42. If you check the google maps, it is 45miles. How can I get to Petaluma in 26 minutes? That would be impossible even if I leave the location to Petaluma as soon as I got the ticket, went to Petaluma and return the car. After I explain myself, she told me that if something wrong I need to connect to the Oakland City, get some kind of written paper that shows that wasn’t me. I told her, why am I doing this I am telling you that wasn’t me, and you already charge me for something that I wasn’t responsible. Now I need to correct this! She insisted that I need to connect to Oakland City. I requested to talk her manager; I explain everything from the beginning, but same response. No any help. It was looks like to me; We charged to you anyway. I checked the letter again. There was a violation # on the paper. I googled for Oakland city parking ticket. There is a web page you can go and pay your ticket online. I entered the number and I saw that the ticket , it was still unpaid and the date and time was 4/24/2015 2:16pm. Looks like whoever enter the wrong month, instead of 7 they entered 4. That is fine everybody make mistakes. I called the same phone # again. I requested to talk with a manager directly. I explain from the beginning. And she told me that I need to connect the Oakland city and get a copy of the ticket send it to the enterprise. After for a long talk at last I convinced her to go the web page and enter the invoice #. She saw the dates and told me that maybe there is some other issues and wanted to call the city of Oakland. She called them and gave them the invoice #, the people from the city told us that the date is 4/24/2015. After we disconnected from the city, she told me that she is sending a request to return my money. I am still waiting for money to be reimburse. I spent almost 3 hours on the phone while I was at work. And felt like I am just trying to avoid 132$. Please tell me why I spent my 3 hours on the phone try to find what actually happened. What was my responsibility on this?
RENTAL AGREEMENT 270816
REF # 1SWP4H

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Enterprise Cares August 20, 2015 at 4:50 pm

Ali

Thank you for your email and all of the information. Our team acts as a bridge between our customers online and the upper managers that can best address your concerns. Based on the information you have provided, I have forwarded our correspondence over to the corporate office that handles the location to address further with you.

If you have any further questions or concerns, please email us at Care@Enterprise.com

Respectfully,

Tatiana Jackson
Social Monitoring Coordinator

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jeff aldridge August 13, 2015 at 11:05 pm

earlier this year my wife ,son,and i went to the car sales department to purchase a car for our son. He being 18 no credit , we had his credit ran of course he wasn’t qualified. I co-signed we got the car. my son later (2 weeks maybe) swapped cars without me being there. The next car was around 6,000 more. I never signed any additional papers for the increase of the second purchase. the car of course, is in my name. A week later our cousin goes to purchase a car from the same dealership same agent. cousin has no I.D.. y son works across the street. So cousin calls my son uses his I.D. makes him the co-signer and cousin purchases car. my son who can’t buy a beer nor his own vehicle is now the owner of someone else car. I have contacted the branch manager,to no avail.

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Enterprise Cares August 20, 2015 at 4:20 pm

Hello Jeff, I would like to look into this further for you. For us to better assist please email care@enterprisecarsales.com with your contact information, the exact location you purchased from, any additional details and reference #150820-003045 with your correspondence. We’ll look for your response! -Tatiana

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Enterprise Cares August 20, 2015 at 5:15 pm

.Jeff upon further investigation I am working with the citations department to assist you further. That you for your patience. I will let you know of any updates that I may receive. -Tatiana

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Dr. Cheryl Johnson August 13, 2015 at 3:33 pm

I WILL NEVER RENT FROM ENTERPRISE AGAIN
I attempted to rent a car in the Little Rock Ar. area. 2 locations did not even have a car. When I went to the 3rd location in NLR Ar. They took me through so many change with needing a $250 deposit plus copies of bills if I wanted to use my debit card. They also wanted me to provide $250 deposit for a secondary driver as well as bills for this person. This whole process was extremely low class. I am a professional with appropriate credit cards, license and insurance. They acted like this was a check cashing store or other low class establishment. I have used Enterprise for the past 20 years but I will never use them again.

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Enterprise Cares August 19, 2015 at 5:29 pm

Dr. Johnson, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, the exact branch location, rental/reservation number and any other details. Please reference #150819-003759. -Tatiana

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Jeanette Mallon August 11, 2015 at 11:48 am

I WILL NEVER USE ENTERPRISE AGAIN!!!!!
Rented from all local branch Augusta NJ. just rented to go down the shore for 2 days. The moment I got down there the oil light kept coming on the entire trip/ then the back brake light on driver side was out! On our way home on 280 going through the Oranges the car is now over heating and it is saying pull over!!! So i get off an exit pull in gas station and call my local branch. She informs me of an enterprise 5 minutes up the road and go there to swap out car! When I arrive there Melissa the Asst Manger says if the car is BROKEN DOWN she can not trade me for a new! So she calls there own road side assistance,and they say” If i am not on the side of the road broken down they will not come!!!” So how was I getting home I waited 31/2 Hrs of being patient until she said well you can drive it to Newark air port they have cars!!!!!!!!! What!!!!!! my car is broken down!!!! so after 3 1/2 hrs of dealing with incompetent people I called my own daughter who had to leave work and come and pick me up as well as my young daughter and sister !! Unfortunitley the Augusta branch said there hands were tied and she could not help me either. So I was directed by the Augusta Branch to leave the keys and car there. DOES’NT END THERE. I left my easy pass in the car Augusta Branch says she will call down and have them pull it, when I go down on that Monday Melissa tells me Oh no we don’t have It!!!!! They were all extremely rued and made my daughter cry several times in the West Orange Branch!!! I WILL NEVER RENT AGAIN FROM ENTERPRISE!!! YOU NEED TO GET EDUCATED PEOPLE WHO CAN HELP AND DEAL WITH THE PUBLIC!!!!! I AM EMBARRASSED FOR YOU!!! SHAME ON YOU AND YOUR INCOMPETENT EMPLOYEES!!! Jeanette Mallon

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Enterprise Cares August 13, 2015 at 3:55 pm

Thank you for bringing this to our attention Jeanette. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and the exact address of the rental location involved. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. Please reference #150813-002895. -Tatiana

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Christina McShine August 9, 2015 at 1:10 pm

While in Charlotte, NC this past February I was hit by a car while at a complete stop in a shopping plaza’s parking lot. We filed a police report and the insurance companies determined that I was not at-fault. Since I opted out of the insurance provided by Enterprise, I had to pay my $500 deductible upon returning the car. I was told by the rental agent that everything would go through the Segregation Department and that upon payment from Nationwide (the at-fault driver’s insurance), I would receive that money back. According to the Nationwide agent handling the claim, Enterprise received payment of $962.15 on April 6th 2015. According to his conversation with Enterprise Segregation agent Kristian Thompson, she sent a check out to me for $500 on April 14th 2015. I never received the check, or a deposit into my bank account (I’ve been checking every month). I have called her several times (always gone to voice mail) and left her several messages. I have emailed her as well, with no response back from her. It is now August, and I have still not gotten my money back. I’ve never had an issue with Enterprise in the past, but this is absolutely deplorable. This is the worst experience I’ve ever had, with any business, and now I’m going to have to hire a lawyer to get what is owed to me. All I wanted was a phone call or email back from Thompson, so that we may track the check if it was lost in the mail (provided it was sent out to begin with). And if it was, a re-issuance of that check, or a direct deposit to my account. This is not fair. Your company has now been paid twice for the same thing, and I’m pretty sure if I my lawyer contacts Nationwide with this, you will have an even bigger law suit on your hands. I want my money back and a formal apology.

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Enterprise Cares August 11, 2015 at 12:57 pm

Christina, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, the exact branch location, rental/reservation number and any other details. Reference #150811-002102. -Tatiana

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Retha thomas August 12, 2015 at 2:29 pm

I totally agree jaci they have done the same thing to me. But that’s not the worse part I’ve rented cars from this company for quite sometime now never had this problem up until a few months ago which brought my account into overdraft. After being in the car for several months. Each month I rewrite for another month however I after not being able to get into the branch on time and they couldn’t charge my card like have been doing an police investigator shows up at my home saying that the car was stolen. That was very humiliating I have an disabled son whom is in a wheelchair his nurse happen to answer the door my other kids we’re there also and for them to treat me someone whom has been in this same car for months never ran nor dodged them someone whom they have made thousands of dollars off of they treated me like an criminal. This is very unfair and I will seek farther into as well.
Long term very unsatisfied customer,
Reatha M.Thomas

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Retha thomas August 12, 2015 at 2:32 pm

My apologies for the name being pronounced wrong, Mrs.McShine

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Enterprise Cares August 13, 2015 at 4:22 pm

We have passed your information over to the regional office. You will be contacted as soon as possible. -Tatiana

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Jaci August 8, 2015 at 9:13 pm

I will never rent from this company again. I was charged a one time fee for a key that I had to replace. That is not my issue. My issue with this company is that they continue to charge my card every three days. I am now out another $200 because they continue to charge my card with unauthorized charges. I will be contacting my attorney and suing this company. I will not continue to be overcharged. This is ridiculous not to mention illegal. SINCERELY A VERY DISSATISFIED ONE TIME CUSTOMER

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Enterprise Cares August 11, 2015 at 1:05 pm

Jaci, we take customer service seriously and want to assist you. Please email Care@Enterprise.com with your contact information, exact location you rented from, reservation/rental agreement number and reference #150811-002176 so we can address your situation. -Tatiana

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Crystal August 8, 2015 at 6:15 pm

I rented a van Satyrday July 11,2015 at local branch. When going to leave the side door on drivers side would not close with the remote or buttons inside. Went back in told them what was going on. Branch manager comes out goes to opposite side I say it’s this door. He comes over tries buttons no close. He pushes it back a few times hits button closes. Says sometimes needs reset I thought things were fine. We were getting ready to leave midnight that night for vacation. Put middle passenger seat down so kids can get in back seat. Put seat back up headrest won’t stay up and again door won’t close on other side. Tried calling of course closed and don’t reopen to Monday morning. We left stopped for gas a couple times and door decided it wanted to close as child was getting out almost smashing said child. We get to location again door won’t close and we try to roll down window on said door won’t go down. Tried driver switch window still won’t go down . Sunday leaving dinner child goes to get in van and do again decides to close on own and almost gets another kid. This point between door, window ad headrest I had enough. Since offices closed sent email. No response. Was told to go to a branch close to us to drop roadside assistance so we went in Monday morning about 11 am explained what was going on. Gentleman (very nice) came out and checked things out. Then told us go to airport location and they could exchange it for us. Get there greeted by another very nice man who directed us inside to where we found a very rude woman. Finally after about 15 min with her was told they would exchange it. Waited another hour and 15 min for them to locate the vehicle they were giving us. Had no other problems until now I get a bill from Enterprise stating I owe $630 for damages to this van I had picked up on July 11. Of course tried calling and guess what they are closed. This was damaged when I got the vehicle on July 11th. I will never rent from or recommend them again. You know the local office has yet to call me about my experience or anything. Regional manager called me once headed back from vacation and completely understood where coming from.

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Enterprise Cares August 11, 2015 at 1:13 pm

Thank you for bringing this to our attention Crystal. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and the exact address of the rental location involved. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. Please reference 150811-002217. -Tatiana

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Krystina Negron August 6, 2015 at 9:39 am

I was recently referred through my insurance to The Service King on 816 E Roosevelt Rd in Lombard, Il. My insurance agreed to cover a rental car for up to $30/day. I was told that I would simply have to show up, drop off my car, and that Enterprise would be waiting with my rental. I would have to put down a refundable deposit of $50-$150 for the car, and that’s it.

Everything was great through service King. However, a few feet to the right at the Enterprise desk is where I was faced with your incredibly rude representative.

Upon sitting in the chair I was immediately asked for my license and credit card. Keep in mind, I have never rented a car before, so the entire process is unfamiliar to me. He cut straight to the point, never bothering to explain anything. He didn’t so much as make eye contact. He stared into his computer and asked whether I wanted “basic” or “premium”. Noting my confusion, he broke away from the pc long enough to look at me and repeat himself, “basic or premium”. I chose basic. Due to his lack of explanation, I was forced to assume that basic was the bare minimum, what is standard and comes with the car. He informed me that I would be the only person allowed to drive the vehicle and that it was non-smoking. He then rushed me out to the car, started it, checked for damage, and told me that I would have to bring the car back with the same amount of gas. He took off back towards the service King only turning back to say that the keys were in the car.

I had the car from July 28th-August 3rd. On the 4th is when I noticed a $200 enterprise charge to my account. I called the 816 E Roosevelt location and spoke with Andrew who explained that the charge was originally for 7 days and would be adjusted leaving me to pay $115. Confused by this charge I decided to call my insurance to figure out if it was a billing issue on their end.

It wasn’t until I spoke with my rep, Amy Haugen that I was informed that “basic” applies to a basic insurance policy provided by enterprise. Amy connected me to Enterprise and told me to ask for a woman by the name of Tomilsa. In speaking with Tomilsa she explained the basic policy that the first representative failed to do. I in turn explained to her that I was never made aware of any extra charges aside from what would be covered by my insurance. Tomilsa assured me that she would look into it and see if she could drop the charge and that she would get back to me. I spoke with her at around 9:30 am, and by 12:30 had yet to hear anything.

I took it upon myself to then Google the corporate number. I spoke with customer service and explained my situation. Customer service advised me to call the enterprise branch yet again, insisting that I should not have a problem getting my money back, but should they refuse to reinburse me, I could always call back and have my issue resolved through the regional Vice President.

Now 12:40pm with now call back, I was forced to call the Roosevelt location once again. I spoke with Colin who informed me that Tomilsa was on lunch and wouldn’t be back till around 1:15pm. He took down my name and number and said he’d have her call.

I finally received Tomilsa’s call at 1:30pm. She gave me a “throw your hands in the air” neither here nor there attitude and pretty much explained that there was nothing she could do. She argued that I had been fine when speaking with Andrew earlier and that was it. I thanked her for spending all that time “looking into it” and informed her I’d be calling corporate, to which she replied, “ok, bye”.

Once more, I had to call customer service and again explain the entire ordeal. She, like the customer service rep I spoke to before was willing to help. She took down my information, stating that mine, along with that of the original enterprise representative that issued the rental would be sent to the Vice President of the regional office.

That was on Tuesday, it is now Thursday. I have yet to hear anything from anyone.

I’m taking my claim to the better business bureau.

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Enterprise Cares August 11, 2015 at 1:31 pm

Thank you for bringing this to our attention Krystina. Please send us a detailed email to Care@Enterprsise.com with complete details including: Renter’s full name, current phone number, location rented, rental agreement (RA) number, “DX” or claim number and reference # 150811-002243. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana

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Dayna Corcoran August 5, 2015 at 2:47 pm

To Whom it May Concern:

I am terribly disappoint with the lack of service I received from the Enterprise Rent-A-Car, located at 9111 Euclid Ave, Manassas, VA 20110. Renting and dropping off my vehicle was not the issue. It was a bill to my account on July 18th for the amount of $290.14 for damage and roadside assistance, that I did not ask for or give permission to have billed to my credit card. Once I received my credit card statement, I immediately contacted the office at 703-330-9696.

On July 13, 2015, I contacted the office and spoke with an employee that said he was new to Enterprise and would have to find the hard copies of my service agreement and call me back that afternoon. I WAS NEVER CALLED BACK.

On July 16, 2015, I contacted the office and spoke with Charlene. I explained to here that I was wrongly charged as I have insurance to cover damage and roadside assistance. She stated that the employee “might have checked it off while he was zipping through the form” and that she would pull the hard copies and call me back in 20 minutes. I WAS NEVER CALLED BACK.

On July 20, 2015, I contacted this office again and spoke with Charlene. At this time, I expressed my concern with how the office was being managed. She said that the forms were in Arizona. I asked who her manager was and she stated Danny Diana. I asked to speak with Mr. Diana and was told he was on another line. I confirmed my phone number with Charlene and was told he would call me back ASAP. I WAS NEVER CALLED BACK.

I can see on the website all the negative reviews for this location and understand now why people took the time to write them. This is not now a business should be run.

I stopped payment for the amount of $290.14 to enterprise via my credit card and will not be paying it. I am in need of a copy of the paperwork…which apparently is somewhere in Arizona and unavailable via the internet (image that).

This is an on-going joke…but WOULD SOMEONE PLEASE CONTACT ME…. My email address is linked to this complaint. Pull my records from this location or online from my account/rental and call me back.

Dayna

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Enterprise Cares August 6, 2015 at 2:10 pm

Dayna, we are currently working with the Regional Office to further assist you. Reference #150805-002708. -Tatiana

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Jodi Hacker August 5, 2015 at 10:47 am

I would like to make a complaint against a branch manager in Grove City, Ohio. His name is Robin Darr.

I had been renting a vehicle through Enterprise for two months. The first month was covered by my insurance company, the second month I had been paying for. I talked to several Enterprise associates, including Robin, to let them know that I would continue to rent the vehicle after the insurance payment stopped and that I would cover the cost personally. Enterprise has been making regular withdrawals from my bank account to cover the rental expense of the vehicle in the second month.

I received two phone calls from Enterprise in two days. Both times I was in meetings and unable to answer the calls. Within 35 minutes of the second phone, I received a very nasty email from Robin at Enterprise telling me that he had reported the vehicle as stolen. I explained to him everything that I’ve included so far in this complaint, and that I still needed to rent the vehicle for a while longer. He continually cut me off in conversation, told me that it “wasn’t his problem” that I still needed the vehicle, and that he was “repossessing” the vehicle from me. I asked to speak to his manager, and he refused to let me do so. He informed me that I couldn’t talk to anyone else until the vehicle was returned.

I have informed Enterprise on several occasions that I need to continue renting this vehicle. I have been paying to rent this vehicle. I do not appreciate being made to feel like a common criminal who has “stolen” a vehicle from Enterprise without any payment. I do not appreciate the lack of respect shown to me by Robin. I do not appreciate the nasty, threatening, and condescending email that I received from Robin. I am shocked that someone with such little professionalism is in a leadership position with your company. I will never rent from Enterprise again, and I will share this experience with anyone who will listen – to warn them against renting with Enterprise.

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Enterprise Cares August 11, 2015 at 1:48 pm

Thank you for bringing this to our attention Jodi. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and reference #150811-002398. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana

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P.Bullen August 4, 2015 at 8:32 pm

Their corporate slogan is “we treat customers the way they should be treated”.
a. Yeah like keeping them on hold for 17 minutes and taking money from your Credit Card with no authorization and no billing.
You want Information? Forget it! The first worker who answers the phone has no idea who does the billing and the first Manager on the phone is not interested in curing your problem and passes the buck and makes you wait again. Then you will wait and wait and wait and wait.

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Enterprise Cares August 11, 2015 at 1:54 pm

I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, the exact branch location, rental/reservation number and any other details. Please reference #150811-002465. -Tatiana

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Sherry Szegi August 4, 2015 at 3:03 pm

Their Motto”The company that picks you up” is a joke. They will
Pick you up if it is at an allowed location. They cannot go to an airport and I had to spend cab fare to get to/from the Windsor Connecticut office and airport. The policy is not true and customer service and the Windsor office did not have any consolation just” we are the company that PICKS YOU UP!!!

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Enterprise Cares August 11, 2015 at 2:04 pm

Due to security and licensing regulations our local offices are not able to pick you up from the airport nor are they able to drop renters at the airport. This is the policy at all Enterprise locations. If you would like to discuss this with us further please email care@enterprise.com with reference # 150811-002487. -Tatiana

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kina bowe August 4, 2015 at 7:11 am

I was recently given a rental because my car was in the shop when I got there it was only two cars available a 200 and a dart. Im a six four female so I got the 200. The car was down right dirty when I got it the associate told me they could wash it but it would be 20 min. Which I didnt have to waste because I had to be to work in 20 min in north carolina mind you im in virginia. The car was on a half tank and I put in 15 it made it full I drove the car home which the gas hand hardly moved parked it and so forth two days later I returned the car and stopped and put more gas filled the car up took it to voltswagon in Greenbrier where I got another car. Woke up the next day there was a $40 gas charge on my card . The manager stated when he picked up the car there was no gas in it which I knew was a lie then he was nasty and rude because I caught him in several lies like he picked up the car that mourning when I didnt return the card til that evening im so over enterprise why was I charged for a full tank of gas when there was only a half tank when I got it and when I returned it it was more gas in it than it was when I got it

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Enterprise Cares August 11, 2015 at 2:07 pm

Hello Kina, please see our email for further assistance. -Tatiana

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Linda E August 1, 2015 at 8:54 pm

I rented a car thru Priceline and it was thru Enterprise from July 16th thru July 23rd. However, when I got to the Melbourne, Florida airport the man who helped me was absolutely ridiculous, and he would not honor my Priceline price. I respect people and always try to be courteous and reasonable but your guy just shut me down without further ado. My sister was with me, who rents cars often, and she was appalled. You may really want to do some further training in the Melbourne Airport location.
He said, we do not rent cars at that kind of price! Really? I had and do have all the documentation showing what I should have paid at Enterprise but this guy was disrespectful to say the least. I went there to take care of my 88 year old mother while my sister was out of town. I simply wanted the car that I had proof of getting. Well, to make a long story short…I was not going to pay Enterprise 300.00 above what I was supposed to, so I went over to Budget, who I might add, were very repsectful and courteous and actually spoke to me in a manner that led me to believe they appreciated my business. However, I had to pay a whole lot more than what I was supposed to pay at Enterprise and I am not a happy camper, I have all my documentation and would love for someone to contact me because I want this resovled quickly and effeciently
Also, I would like the email address for CEO Pamela Nicholson and CFO William Snyder. This was the worst customer service I have ever encountered. Please train your employees at the Melbourne Airport to show a little common respect for your customers! And please tell me why you do not honor Priceline. Would love to send you my proof of paperwork. Look forward to hearing from you, Linda E

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John Craney August 3, 2015 at 4:36 pm

Welcome to Enterprise world. They don’t have an email addy that I can find.
Terrible service.

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P.Bullen August 4, 2015 at 8:33 pm

most large corporations work like this in the hope that you give up. Most do!

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Enterprise Cares August 11, 2015 at 2:24 pm

John, we see your previous post and are following up with the regional office right now. If you have any questions or comments feel free to contact us at care@enterprise.com with reference #150803-003130. -Tatiana

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Enterprise Cares August 11, 2015 at 2:17 pm

Linda, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, reference #150811-002579, rental/reservation number and any other details. -Tatiana

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Brittany Wright July 31, 2015 at 1:02 pm

I have used Enterprise before and had no issues until today. I am from out of town to attend a family reunion and like most people who are from another state, wanted to rent a car. I called enterprise explained that I have an out of town license and they told me that was no issue. I thought I was off to a great start, the representative asked all her normal questions and I answered. Once she asked for a credit card number I explained that I do not have a credit card. The rep told me that was no issue I could bring in a utility bill and use my debit card. Well since I’m from out of town I can not provide a bill. The rep explained that is not an issue I can go get a money order and that will be fine. Two days later I go to get my rental car and I am told by the agent that I can not use a money order with out some form of bill. Are you kidding me! To make a long story shorter, I did not get a rental car and am missing my family reunion. Thanks Enterprise

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Enterprise Cares August 11, 2015 at 2:30 pm

Brittany, if you would like to discuss this further with us please email us at Care@Enterprise.com with your contact information, the exact branch location, rental/reservation number and any other details. Please reference #150811-002679.-Tatiana

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Christine Prehm July 30, 2015 at 1:21 pm

I’ve rented from enterprise before and never had any problems until now.
I had gotten into an accident and was renting a car from Enterprise through my insurance company. The insurance company was covering the cost of my rental.
As the Enterprise associate was going over the rental contract with me he never mentioned the words ‘protection plan’ or ‘additional coverage’. His explanation was that if I paid for the rental and had an accident that there would be no out of pocket expenses for me. If the insurance company paid for the car and I had an accident I’d be responsible for another $500 deductible. I decided to pay for it myself. Then I found out my insurance had been paying Enterprise so I thought nothing of it.
16 days later I have 2 charges hit my bank account. Those charges and the $50 deposit (that I was told would be returned to me when I returned the car) totaled approx. $400. I wasn’t expecting that, it caused overdraft charges.
I called Enterprise and they said the charges were for the supplemental protection plan. I was shocked, I NEVER use rental car companies’ insurance, it wouldn’t make sense since I’m fully covered by my insurance. When I explained to the manager that the explanation I was given was that if I paid for the rental I wouldn’t be charged a deductible if there was an accident, he agreed to take off 1/2 the charges after I return the car.
This is not ok, I feel like I was mislead or at the very least was not given a clear explanation of the terms of the rental.
It’s enough that I have to deal with the insurance company, adjusters, auto shops, tow trucks & body shops but on top of it all my bank account was wiped out with no warning, notice or communication from Enterprise. This was a total shock to me.

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Enterprise Cares August 1, 2015 at 3:33 pm

Thank you for bringing this to our attention Christine. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and the exact address of the rental location involved. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. Please reference #150801-001281.-Tatiana

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Neala McCarten July 28, 2015 at 6:04 pm

I rented a car at your St. Louis Airport location on July 12th. When I returned the car, your representative (E749QU) noticed that on the front driver’s side the bumper had pulled away about an inch and there were some black scuff marks. He said it looked like the clip holding the bumper in place had popped. He wrote it up, and I signed it.

He then circles the car again. And then, again. He explains that he is looking for additional damage. Finally, on the third circle he spots a ripple in the paint. Not a dent. Not a scratch. But a ripple only observable when we scrunched down and had the sunlight hit it at just the right angle.

I told him it must have been there when I rented it. Nonetheless, he then ADDS it to my already signed form.

I was not at all satisfied and went to speak to a man who identified himself as the manager, explaining the whole story as I did in this letter. He tried to reassure me saying that sometimes the representatives get a bit overly critical but that it didn’t sound to him like it was a big deal.

A few days later I receive the forms to fill out from your Damage Recovery Unit. I contact my Allstate Insurance representative but it is now clear that it is indeed a big deal.

Today, Tuesday, July 28th I receive the damage report with photos and a bill, which I have turned over to Allstate with my concerns about the costs and damage.

Suddenly the “popped clip” has become a bumper that is quite pulled away from the chassis and required welding and hours of repair. The paint ripple has been transformed into a huge scratch also needing hours of repair.

And I’ve been charged an “administrative fee” as well as other charges.

. I should have taken photos to document the minor nature of the damage. I was trusting your location to be honest and I see that was an expensive mistake

I am contesting the amount of damage and my responsibility for it as well as the cost. Only a small damage to the bumper happened when I was renting the car.

It is unfortunate that your St. Louis location has undone years of good service, but it is a very expensive lesson that I’ve learned. Enterprise Car Rental is not my partner in travel, it is my adversary.

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Enterprise Cares August 1, 2015 at 3:38 pm

Thank you for bringing this to our attention Neala. Please send us a detailed email to Care@Enterprise.com with complete details including: Renter’s full name, current phone number, location rented, rental agreement (RA) number, “DX” or claim number and reference # 150801-001283. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana

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Neala McCarten August 3, 2015 at 8:10 pm

Thank you for your reply. I’ve just sent off the email.

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Neala McCarten August 4, 2015 at 12:54 pm

Just heard back from Enterprise who have passed the buck to the same people — Damage Recovery Unit– that is the cause of the problem. Really? sending the hen to the fox for redress?

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Enterprise Cares August 11, 2015 at 3:03 pm

Neala, the Damage recovery unit has the final say. -Tatiana

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Unhappy customer July 28, 2015 at 5:17 pm

I rented vehicle a month ago, and received a charge of $63.XX on my credit card. I called three days later and spoke with Troy. Troy advised me that this was for rental insurance and that I had insurance for 4 days and i called to have it take off. I never accepted extra insurance and I told him that there is no way I would called to take insurance off, especially when the other person’s insurance was never going to cover it from the beginning. Troy asked me if I had my pink copy and I said I believe I left it in the car, however, I would look for it. He said to give him a couple of days to get the copy from the corporate office.

It is now been a month, and I have not heard from him. I called corporate and explained to them that I wanted to hear my call that I apparently called and had the insurance taken off of the car. Second, I wanted my money back. I called three times and no one has returned my call. I even called Troy on 7/27/2015, apparently, he had just stepped out and they would have him call me back. It is now been over 24 hrs and no call as of yet. So, I talked to my lawyer, and he advised me to send the complaint first, then if I do not hear from anyone, then he will take my case. This is purely fraud, since no one wants to pull the call that I called and stated to take the insurance off. Yes, it is not alot of money, but it’s the principal of the matter. How many other customers is Enterprise screwing and placing charges on their card? That’s my issue.

If I don’t hear from anyone, then I will have my lawyer handle the case, and then it will cost Enterprise more money to deal with this issue.

Sadly unhappy customer.
AS

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Unhappy customer July 28, 2015 at 8:07 pm

I received a call from the regional manager Duke and he has taken care of my issue and a credit will be returned to my credit card. Again, it shouldn’t have never taken me to complain on this forum to get this issue resolved. I think everyone would agree with me on this one. I want to thank Duke for a quick call and for getting this issue resolved in one call.

thanks again!! AS

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Samantha Duitsman July 28, 2015 at 10:56 am

I rented a car June 18-26 for Vacation from the Gainesville Georgia enterprise. They pressured us into getting extra insurance basically saying my insurance wasn’t good enough and if the car got totaled we would have to pay for a car we would never own. She did not tell us about the extra charges that was going to be charged when we got back or even the total for the car. Then we got back from Vacation I asked why i wasnt getting the full $150 deposit back the guy that waited on me told me it was because of extra charges so I was under the impression I was getting $95.79 back. Then a week later I get a call saying I still owe 95.79 to enterprise asking how I was going to take care of it. My husband talked to an agent telling her it would be more than a couple of weeks til we could paid it because he didn’t get paid while on vacation and we would have to catch up on the bills. We also told her that my checking account was just for bills. They ended up charging my card without even calling before to make sure I had the money in the account for it which took my money for my car insurance. I called the local branch management on July 22, 2015 she told me the notes on the account said they tried calling me before many times which I never got any calls or voicemails from them. Then she proceed to tell them she would return the money and send it to collections which I told her was fine because I need that money for my insurance so my husband could drive to work. Instead of being professional she started to get rude and then hung up on my after I told her I was letting everyone I know about the awful service and not to rent from them. I called today July 28, 2015 to ask about my refund since it wasnt in my checkig account and no one knew about it also there was not a note my account either. Still waiting on some satisfaction for the awful experience.

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Enterprise Cares August 1, 2015 at 3:45 pm

Samantha, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, the exact branch location, rental/reservation number and any other details. Please reference #150801-001292. -Tatiana

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LACHANDRA ROBINSON July 27, 2015 at 5:30 pm

I am a LONG time customer of Enterprise-Merrillville IN. There is a fairly new manager there by the name of Carrie. She is the nastiest, unconcerned worker there. Everyone else greets you with a smile but she has the worst attitude. I rented a car from you on 07/23/2015 at the Merrillville location and when i arrived Carrie had already told my my car was reserved and it was a Toyota 4runner. I rented the car to go to Ohio on family vacation. About 3 hours into my drive I had a blow out on the rear tire. Now i immediately called the Merrillville Location and was speaking with a young man and explained my situation and that i will need to swap the car out to get back home. He was in the process of helping me locate a car when Carrie got on the line and advised me that they would not be able to assist me in finding a car but to take it to any location or firestone- No assistance in finding a new car, no apologies about the blow out just horrible customer service. I had to take time a day and a half out of my trip to repair the tire and locate a Enterprise to swap out. When i arrived back to Merrillville In I took the vehicle back and was explaining to another rep that I had a blow out and Carrie came immediately over and stated that there is nothing they can do about it because the tire sensor light was not on when i rented the vehicle, I advised to her that it is her job to give me a RELIABLE vehicle-even the road side assistance gentlemen and the gentleman at the Kentucky location state the tires looked bad for the vehicle to be a 2015. I told her that I should be compensated for the inconvience and also for missing the reason I went to Ohio-a concert. She immediately said “its not our fault you had a blow out” No APOLOGIES, NO WE’RE SORRY, NOTHING and that is completely unacceptable when running a business. My self and my family could have been seriously injured and she didnt even ask if we were ok. I am reaching because I have given Enterprise ALOT of my money and I refuse to be treated this way by ANYONE! I expect someone to contact me IMMEDIATELY about this situation.

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Jim Vozga July 25, 2015 at 11:59 am

When I recently called the Enterprise office in Auburn NY to question a charge dated 07/20/2015 for Enterprise Car Tolls I had the MISFORTUNE of having to deal with Carmen. He was one of the rudest customer service employee I have ever dealt with. When trying to explain what had happened He stated ” I heard you the first three times” Well if he really heard me the first three times why did I have to repeat myself ? Since I deal with people every day in my job if I was ever as demeaning and rude as Carmen was, I doubt I would still be employed.

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Enterprise Cares August 1, 2015 at 3:51 pm

Thank you for bringing this to our attention Jim. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and the exact address of the rental location involved. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. Please reference #150801-001325. -Tatiana

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Danielle July 24, 2015 at 7:07 pm

4250 IH-69 Access Rd # 16, Corpus Christi, TX 78410 Calallen office. MELISSA AND LEO deserve to be reprimanded for their actions, attitude and shameful excuse for customer service. I am taking this to the better business, to file a formal complaint. I seriously wish that there was more that I could do it receive justice to the discrimination that was shown to me today. My debt card had already been slid and documents accepted by Melissa the cashier who was more than happy to be friendly and helpful to those around me but was not able to assist me in my reservation. After the additional 15% was not available on my debt card, and I had agreed to go put more money on my card. The “manager” (joke) Leo tells my sister not me after i have left the office that he will not accept the paperwork provided. And that they do not want to rent us a car because they are closing in 17 minutes. Hows that for customer service?

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Enterprise Cares August 1, 2015 at 3:56 pm

Danielle, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, reference #150801-001330, rental/reservation number and any other details. -Tatiana

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GERALD O'NEIL July 24, 2015 at 3:03 pm

THIS COMPLAINT CONCERNS ENTERPRISE CAR RENTAL WHERE I WAS CHARGED FOR CHARGES THAT THE ENTERPRISE REPRESENTATIVE SAID HE WOULD WAIVE, I WAS DOUBLE CHARGED FOR DAYS THAT I HAD ALREADY PAID FOR, MY DEPOSIT WAS STOLEN FROM BY ENTERPRISE PRESENTATIVES AND THEY (ENTERPRISE) PROVIDED ME WITH A FRUADULENT FINAL BILL THAT WAS CONTRARY TO THE RENTAL AGREEMENT THAT I SIGNED IN ORDER FOR THEM (ENTERPRISE) TO STEAL MY MONEY VIA MY CREDIT CARD.

AND WHEN ENTERPRISE REPRESENTATIVES FROM THEIR SO CALLED ESCALATIONS DEPARTMENT CALLED THEY OFFERED NO RESOLUTION OTHER THAN TO TELL ME WE WILL FORWARD YOUR COMPLAINT TO SOMEONE WHO WILL GET BACK TO BE AND IT’S BEEN A WEEK AND I’VE YET TO EXPERIENCE ANY FORM OF RESOLUTION NOR ANY REFUND OF THE MONEY THEY (ENTERPRISE) BLATENTLY STOLE FROM ME.

I FEEL THAT REAL REASON THEY HAVE SUCH LOW RENTAL RATES IS SO THAT THEY (ENTERPRISE) CAN CONSISTANTLY STEAL MONEY FROM THE CONSUMER VIA THEIR CREDIT CARDS.

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Enterprise Cares August 1, 2015 at 4:00 pm

Gerald, we take customer service seriously and want to assist you. Please email Care@Enterprise.com with your contact information, exact location you rented from, reservation/rental agreement number and reference #150801-001335 so we can address your situation. -Tatiana

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Erica Wiggins July 24, 2015 at 1:00 am

So what can I say ….I have been renting for the past 6months and I wake up go outside and see a towing sticker on the vehicle I’m in.The tag of the vehicle I have been driving for 2weeks now is expired….. I live in Georgia. It’s now July..but my tag has June on it.So in the event that, that I would have been pulled over what recourse would I have had.Now I have to get up and pray the vehicle isn’t gone in a few hours , be late for work and get a new one.For someone who has rented 6 months straight with Enterprise I’m appalled to say the least.So much for being a platinum tiered customer. And just for the record the enterprise descalations team should refrain from saying HAVE A BETTER DAY…….

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Enterprise Cares August 1, 2015 at 4:03 pm

Erica, we take customer service seriously and want to assist you. Please email Care@Enterprise.com with your contact information, exact location you rented from, reservation/rental agreement number and reference # 150801-001350 so we can address your situation. -Tatiana

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Racquel Peterson July 23, 2015 at 6:49 pm

I want to bring to your attention the TERRIBLE service at the 3602 Forest Lane, Garland, TX location. Not only do employees leave out details about extra charges, they are NOT willing to help and DO NOT give accurate information on who to contact. The manager Jacob is condescending and DOES NOT CARE IF YOU LOOSE MY BUSINESS! He actually said okay when I said I would not rent another car from Enterprise. This was an insurance claim and I WILL notify them of the scamming tactics used at this location. I am not the only one this has happened to. When I picked up my car there was another customer at the location making a huge scene about extra charges charged to her credit card.

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Enterprise Cares August 1, 2015 at 4:07 pm

Racquel, we take customer service seriously and want to assist you. Please email Care@Enterprise.com with your contact information, exact location you rented from, reservation/rental agreement number and reference #150801-001370 so we can address your situation. -Tatiana

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Cindy Hawthorne July 23, 2015 at 12:39 pm

I rented a Kia Sedona on July 5 for one week. We returned it a day early on July 11. The guy checking us in said the car was not in the system. He then asked for the paperwork. we showed it to him. He didn’t know why it was not in the system. He said he would email me a receipt. We drove away and later realized he did not give me my paperwork back. I received the receipt and glanced at it making sure they charged me the correct amount.

On July 20, I received a letter from Enterprise damage recovery wanting my insurance information because the Chevy Equi I was driving was damaged and towed and I didn’t return the key!!!! I did not rent a Chevy SUV I reserved and rented a Kia Sedona van!!! I have called the Port Columbus Office 4 days in a row and was told a manager would call me. I still have not received a call. I called a corporate number and they told me I had to speak to a branch manager. I even have pictures of the van.

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Michael July 23, 2015 at 10:17 am

Two nights ago (7-21-15) I returned a rental car to the Portland, OR airport Enterprise location at 8pm. Within 1.5 hours I had called them realizing my 11 year old daughter left her tablet under the passenger’s seat. We had all seen her place it there just 10 minutes before dropping off the car, but in our rush didn’t make sure she got it.

I was later told, after many calls to the office, that all video tapes were reviewed and that “the car could be seen the entire time” and that no employee stole the tablet. Of course this isn’t true as the car had to be driven to the car wash, as we were told it was washed, and the tablet was 100% there and is now gone.

Please tell me what Enterprise will do to rectify the fact that it has thieves working for it that stole my daughter’s tablet. You have thieves working for you and this episode is so directly evident of that. Deplorable.

Thank You,
Michael

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Enterprise Cares August 1, 2015 at 4:13 pm

Michael, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, reference #150801-001372, rental/reservation number and any other details. -Tatiana

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Nakia July 22, 2015 at 6:17 pm

It is just some much from the time I rented the car in JUNE but insurance company took over. Than I supposed to took over July 18. Well was told by Brit in New Bern, NC she was going to take care of it and did not. So my points didn’t get added on..didn’t get my deposit back. But wait didn’t tell u how they didn’t have my rental ready at first. I was told by manager that I can get a day or 2 days free Haveloc, NC Said they could not honor it. I call back New Bern was told that they can’t give a van free even tho it is already reserve and manager seen it before he told me of free day. Ohh they don’t have a van ready how convenient. It is just so much more info and rather for some to call me .

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Enterprise Cares August 1, 2015 at 4:17 pm

Thank you for bringing this to our attention Nakia. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation/rental agreement number and the exact address of the rental location involved. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. Please reference #150801-001381. -Tatiana

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Jess July 21, 2015 at 7:16 pm

I made a reservation for a car a month in advance. The day I was supposed to pick it up I got there to find out they gave my car to someone else. I am NOT happy at all with Enterprise. I called customer service and there were no cars available in my area at all that were what I wanted. They kept trying to give me a compact tiny car an was going to charge me the same price. They told me the car was in the same category. But when I spoke to a supervisor through customer service she said by no means were they in the same category. I will never go through this company again!

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Enterprise Cares July 22, 2015 at 3:12 pm

Thank you for bringing this to our attention Jess. Please send us a detailed email to Care@Enterprise.com with complete details such as: contact information, reservation number and the exact address of the rental location involved. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. Please reference #150722-002814. -Tatiana

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Debra Shaffer July 21, 2015 at 6:48 pm

First I am a traveling nurse and I used enterprise my entire 13 weeks in Addison, Texas and my experience was wonderful until the 12 week. I called to pay for another week and the amount appeared much more than my normal weekly rental fees so I politely questioned the representative who could not give me a clear explanation so I asked to speak with the manager just for clarification and the representative seemed irritated with my request in which he responded ” he is just going to tell you the same thing I just told you” hmmm I was not upset with his attempt on explaining the difference I just did not understand the explanation. So the manager gets on the phone stated it varies from week to week because of me keeping the car for so long ( which still does not make sense to me a pay it faithfully every Friday) so I took the high road apologize if I insulted the first rep for asking for the manager and paid the still more expensive weekly fee..I had such a great experience with them before this, it’s sad how one bad experience can damper your entire experience.

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Enterprise Cares July 22, 2015 at 3:23 pm

Debra, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, rental/reservation number and any other details. Please reference #150722-002830. -Tatiana

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fayha July 21, 2015 at 5:10 pm

I rent a car from enterprise airport location they traded me so bad when I was to return the car and the front bumper was damage(minor damage) the guy who was helping me was so rude and tried to acuse me for others damage so I told (him there is nothing wrong with the car except the front bumper )and please send another associate to help me because I don’t want to argue with you .I felt discriminated ,he went inside I was waiting no one show up so I went inside I found him with another employee (female) talking and writing something on the computer so the lady asked me if I’m okay I answered( I’m fine thanks it’s was a little accident) she printout some papers and hand it to me I took the papers and I left,but I returned back because she wrote a comment witch is (cust states this damage is nothing, and there was no damage to other car ,says hotwire should pay everything, explaining that hotwire is the third part .cust was unwilling to give full information regarding the accident, took information she was willing to provide.) I couldn’t believe what she wrote it’s all lie .I found one of the employee at the front desk I asked him to call the manager for me ..gess what happened? The manager is the same lady who wrote the comment and all the lies I asked he to call her manager for me she said( there is no manager but me ) I told her(so if you’re in this position you feel you have an opportunity to lie on people ) she said(are able to talk to me about what happened?because I can change all that and start from the beginning)I answered ( of course yes you never asked me about it and you charge me for the damage$500 why ? Prand new front bumper for $135 to replace it maximum$100 ) she told me wait I will be right back) I was waiting no show ,my kids with my friend in the car waiting for me and he had to go to this work so I left but it was the worst day of my life they traded me in a very offal way lie on me they think I can’t reed English so they can do whatever they want to do discriminate me lie about what I said .. I hope no one get heart like me so be careful everyone because what I went through it it’s offal really offal…

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Enterprise Cares July 22, 2015 at 3:29 pm

Thank you for bringing this to our attention. Please send us a detailed email to Care@Enterprise.com with complete details including: Renter’s full name, current phone number, location rented, rental agreement (RA) number, “DX” or claim number and reference # 150722-002894. As customer service is of the utmost importance, we would like to look further into this situation for you. Thanks for posting and we look forward to hearing from you soon. -Tatiana

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Teresa Robinson July 21, 2015 at 12:08 am

On Today July 20, 2015 I had to call Chesterfield County Police Department for your location at 8650 Midlothian Tpk., North Chesterfield, VA location due to the fact that your sales associate Derek Williams was very rude, hostile and threatening and so was jis manager who refused to give me his name. I have a disability in which I have use of a walker, cane, and scooter to support Mobility and my quality of life. I also had my daughter of juvenile age impacted by the harsh and threatening verbally abusive treatment we received from your store. I was picked up from my residence by Mr. Derek Williams who offered and insisted on taking me to the banking institution to retrieve 3 current banking statements, in such I agreed. He told me to my face he “had no intention nor was he even willing to allow me to test drive any car much less tag a car until I agreed to purchase what was insisted. He along with his manager forced me and my daughter out of the 8650 Midlothian Tpke Store enforcing and in agreement to abandon us leaving us without a ride IF they felt like it. The Manager blatantly said he didn’t care how I got back home, it’s no responsibility of his nor his sales associate unless he, being Derek, felt like he wanted to. Derek Williams also added that he felt I wasted his time and he didn’t feel like putting anything toward customer satisfaction for me and he didn’t care what happened to me or my little girl. He also added he felt sorry for her that she had no choice but to suffer as her Mother. The Manager also added that they had ALL of my information being as such a copy of my credit repirts, banking statements, drivers license and insurance information. He is also aware that I have Identity Fraud, Name, Theft, Fraud Alerts AND would be keeping all of my information then told me to have a nice day, get out of his store, and off tge property. The Manager at this location added racist intimidating and assaultive verbal indicators towards me in an offensive matter. I was really threatened and afraid, insulted and repulsed by this entire customer/ client approach angled towards me. Therefore, I tipped over a small sized Styrofoam cup which held approx 2 oz. of water over the edge of the desk and spilled the water onto the floor by the trashcan. It spilled over, no one got wet and it was done in offense of the treatment abd statements calling me street trash, garbage. It made them back away from me as we were sitting down at a desk behind a glass enclosure, a locked door in front of me guarded bycDerek Williams as the Manager verbally abused me. I felt it necessary to protect me and my daughter so that we could safely leave the premises without any bodily harm or injury. I stated to them that “I am the client/ customer”
I should have been taken home properly and most of all treated with respect, respect for my decisions, allowed to choose a vehicle based upon my needs as opposed to being forcefully pushed into a vehicle unsubstantial to my needs. It was untimidating, rude, repulsive, predjudiced in every way as a single woman, person with disabilities, as well as assisted with a minor child present to witness and adhere to the treatment of sitting in very hot dirty cars, long hours, no one offeredus a beverage, refreshment, or use of the restroom facilities. They also implied I was stranded and had better call for a ride home or just walk, whichever was the best method..have a good day. I told him I know how to call for a taxi but I shouldn’t have to. The Manager says well we are already past our closing hours we aren’t accountable for anything past that time and now you are trespassing and I can call the police for you. I replied, “in fact that’s certainly what im doing right now and I did. Officer A. X. Copeland was the first on the scene. He told me not to worry he didn’t mind taking me and my daughter home as he did. I was given a case number in which the report would be made for this incident. The Officer Copeland also instructed me to file a formal complaint with Enterprise Corporate Headquarters Office. This is disgusting. Rentals are sloppy, food and soda bottles rolling beneath the seats, brown store paperbags full of trash, old food wrappers, etc. The cars filled a little over a, quarter tank of gas and one time on Empty. No detailing- vacuuming, car wash, trash removal, none of these things were done. Enterprise Rentalscis very expensive and quality customer service and courtesy is downhill. The Branch Manager, Ryan Holston, 9400 Midlothian Tpk, Richmond, VA 23236. (804) 560-9494, was also informed as to how filthy, hot, no a/c inside the branch, the associates announcing personal credit card numbers aloud. Someone else could have easily taken down your information. WHAT IS GOING ON WITH YOUR SERVICE? Consider this notification. As such I will be seeking litigation against your location, Enterprise and its associates, managers, and all parties.
Sincerely,
Teresa Robinson

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Enterprise Cares July 22, 2015 at 3:48 pm

Teresa, I would like to discuss this further with you. Please email us at Care@Enterprise.com with your contact information, reference #150722-002939, rental/reservation number and any other details. -Tatiana

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Jack Walden July 20, 2015 at 6:06 am

On 17 July around 1735 I called the Goldsboro, NC rental office to let them know I had just landed at Seymour-Johnson Air Force Base and was needing a pickup to get the rental I had reserved. Valarie answered the phone and once I told her who I was and that I had a reservation, she told me that she had given my car away, I said I know you didn’t not 5 minutes after my reservation, what k