Enterprise Corporate Office - Corporate Offices & Headquarters

Enterprise Corporate Office

How would you rate your experience with Enterprise ?

[Total: 81    Average: 2.1/5]

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

Facts

Founder:
Date Founded:
Founding Location:
Number of Employees:

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.

 

{ 1291 comments… read them below or add one }

Denise M Jackson November 15, 2017 at 6:39 pm

I’ve been trying to get in contact with Joanna Heathcoat since September 12 2017. I have emailed and called numerous times! I reside in the.county of Riverside. California. I rented from enterprise from April 2017 to September 2017 At $1000+ a month for 6 months! No break in contract. I was late renewing my monthly contract by 4 days and was placed on a Do Not Rent list for 2 years!!!. Is this how enterprise shows a loyal customer who has spent thousands in a matter of months, just how much they care? I deserve better than this!

Reply

Joseph LeBourdais November 14, 2017 at 12:11 pm

NOTICE REPLIES ON ALL COMPLAINTS BUT MINE!!!!!!

Never Rent from Enterprise again!!
This sorry company doesn’t have the decency to adjust their mistake and are ignoring our plea for help. DO NOT RENT FROM ENTERPRISE. Go with their competitor. What happened to me, could easily happen to you. Enterprise is responsible but so far, haven’t owned up to their mistake. Still waiting on them!!!!

I rented a vehicle from the 7440 W Cactus Rd Ste A7, Peoria, AZ, office. Then on 10/03/2017, I was involved in a hit and run accident and was left on the side of the road. Police were notified and took me to the hospital while the car was towed to a lot in Benson, AZ. Before towing, the police officer noted the items left in the car on his report. Now, that I am trying to retrieve the items left in the car, no one seems to know what happened to them. The car was NOT returned to a branch location and from the time the vehicle left my hands, I could not get into the car if I wanted. It now became Enterprise’s situation to deal with.
I was taken to the ER but when I went to retrieve my items, I kept getting the run around. One of the important items left inside the vehicle, was my prescription sunglasses. I called the branch where I rented the vehicle and the manger, Emiliano Martinez, said that “no items were left in the vehicle”. I explained to him how important the glasses were and that I had documentation regarding the items left inside the vehicle. He said, “he would call me back” , but didn’t . I later took documentation to that branch location and he made a copy of the vehicle removal report and then said, “he’d call me back before 4pm”. He called me back, however, he did not resolve my problem. Again, he gave me a phone number of another lot the vehicle went to. I tried calling this auto body shop but, I can NOT get this shop to call me back. Again, not sure why I am having to do all this investigating when it is Enterprise’s issue to resolve!! In the meantime, I went into the branch location again because I was not getting messages returned for calls to update Emiliano, but, when I got there, I ran into the area rental manager in the parking lot. His name is, Matthew Trautman and again I explained the whole situation. He stated that “he’d call me back by 4pm”, after checking a few things. He DID NOT!!!! What is going on?? The responsibility of Enterprise is to hold items left in a vehicle when it is involved in an accident and towed to a tow yard. This is especially true when you can’t have access to that vehicle in the tow yard cause, you are not the vehicle owner!! We need resolve ASAP!!! I will NEVER rent from Enterprise again!! NOT EVER after this ordeal!!!

Reply

Enterprise Cares November 16, 2017 at 1:29 pm

Mr. LeBourdais,
Thanks for your feedback. We appreciate it when customers tell us about their experiences. I have forwarded your comments to our Arizona Regional management and our team at our Peoria 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 Number #171116-003888

Reply

Jerry November 12, 2017 at 9:39 am

I am a frequent customer of Enterprise Rental. I left my personal vehicle at an Enterprise Rental site lot with their permission. When I returned from my trip to return the rental vehicle my personal vehicle was destroyed. One of the local Enterprise employees drove a rental vehicle into it. The offer from the Enterprise insurance copy is not even enough for a down payment on a replacement vehicle. I asked whether I can purchase an Enterprise vehicle at a discount to replace my vehicle and I have been told to contact Corporate. I did and have since been given the run around. Is this how a $20billion company treats it’s customers?

Reply

Enterprise Cares November 16, 2017 at 1:50 pm

Jerry, we appreciate it when customers tell us about their experiences. I assure you that it’s never our intention to inconvenience our customers. We would like to speak with you further. Please email ehiescalationscc@ mailca.custhelp.com with your contact information, exact office location, rental contract information and the details above so we can address this situation. Thank you. – Carol H.

Reply

Joseph LeBourdais November 10, 2017 at 7:21 pm

I rented a vehicle from the 7440 W Cactus Rd Ste A7, Peoria, AZ, office. Then on 10/03/2017, I was involved in a hit and run accident and was left on the side of the road. Police were notified and took me to the hospital while the car was towed to a lot in Benson, AZ. Before towing, the police officer noted the items left in the car on his report. Now, that I am trying to retrieve the items left in the car, no one seems to know what happened to them. The car was NOT returned to a branch location and from the time the vehicle left my hands, I could not get into the car if I wanted. It now became Enterprise’s situation to deal with.
I was taken to the ER but when I went to retrieve my items, I kept getting the run around. One of the important items left inside the vehicle, was my prescription sunglasses. I called the branch where I rented the vehicle and the manger, Emiliano Martinez, said that “no items were left in the vehicle”. I explained to him how important the glasses were and that I had documentation regarding the items left inside the vehicle. He said, “he would call me back” , but didn’t . I later took documentation to that branch location and he made a copy of the vehicle removal report and then said, “he’d call me back before 4pm”. He called me back, however, he did not resolve my problem. Again, he gave me a phone number of another lot the vehicle went to. I tried calling this auto body shop but, I can NOT get this shop to call me back. Again, not sure why I am having to do all this investigating when it is Enterprise’s issue to resolve!! In the meantime, I went into the branch location again because I was not getting messages returned for calls to update Emiliano, but, when I got there, I ran into the area rental manager in the parking lot. His name is, Matthew Trautman and again I explained the whole situation. He stated that “he’d call me back by 4pm”, after checking a few things. He DID NOT!!!! What is going on?? The responsibility of Enterprise is to hold items left in a vehicle when it is involved in an accident and towed to a tow yard. This is especially true when you can’t have access to that vehicle in the tow yard cause, you are not the vehicle owner!! We need resolve ASAP!!! We will escalate this to the BBB, our local help desk from our TV news, and other avenues, if it deems necessary. We will give you a few days to answer otherwise, we will resolve through other means. I will NEVER rent from Enterprise again!! NOT EVER after this ordeal!!!

Reply

Enterprise Cares November 16, 2017 at 1:27 pm

Mr. LeBourdais,
Thanks for your feedback. We appreciate it when customers tell us about their experiences. I have forwarded your comments to our Arizona Regional management and our team at our Peoria 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 Number #171116-003888

Reply

Rahul Sarkar November 6, 2017 at 12:18 am

I am a Platinum Level Enterprise Business Renter and have been renting frequently from Enterprise since 2012. This is about to change and I am at the point of never ever renting from Enterprise again. That decision may change depending on the outcome of the redress I find following this complaint.

My complaint is with Rental Agreement – 76580, Ref # – 8ZX8T9. I had it on a long-term rental for a month. This was my second month long rental. Towards the end of my rental period I realized that I would need to keep the car for at least another month.

On Monday, Oct 9th, I walked into the branch, and explained that I needed the car for another month and asked what I needed to do. I spoke with the Assistant Manager at the branch. She said that she would need to take a look at the car.

It so happened that my wife and I were switching cars that evening as well, with her leaving for a class she teaches at the local Y in the rental and I was to take our two kids home, after their karate class next door to the Enterprise office, in our van. Since it had been quite busy at the branch and about 15 minutes had passed I found that my wife had already left for the Y. I explained that to the Asst Manager and she said not to worry and that all I needed to do was to bring the car in so that she could give it a look over. She asked me to come back in later that week. She never mentioned anything about the process or the consequences of bringing it in later that week. As I have been dealing with this branch for five years now, I had no reason to even doubt that they would take care of the matter.

I took the car back on Friday, Oct 13 to have them look the car over. I was told that the agreement had to be closed and another one opened at the new rate. Even at that point, I had no idea of what was going to happen next and I was fine with everything so far. What happened next was a SHOCK!!! I receive an email on my phone and when I happened to glance at the phone I realized that it was the Enterprise bill for the rental that was just closing.

When I opened the email I was shocked to see that I had been charged for a month and then charged for an extra week which was 33% of the monthly fee. That just did not make sense. I told the gentleman who was working on the new reservation that this was not correct. I explained that I had discussed the matter with the Asst Manager. Besides, I was taking the very same car for another month on the monthly rate. The charge for the week was just not correct and unjust!

They said that they had been trying to reach me all week. That was a LIE!!! I went back and checked for voicemails and call logs. NOTHING! Call log attached (below) for the period in question.

The Asst Manager was utterly useless. She developed amnesia. She did remember me coming in but said that I should have known that I cannot rent a car for more than a month. Her attitude was disrespectful and uncaring. She had the attitude of “Oh well..I don’t give a sh%t!”.

The gentleman who was helping me continued to be very helpful. He told me that he would talk to the manager and get the paperwork changed and the charge on the weekly rate refunded. I said that I would simply return the car now and walk out of there and never come back. He assured me that he would talk to the Manager and get it taken care of.

Later that week when I was there for the kids karate class I happened to walk in and ask that gentleman why I had not received the call. He said that the Manager was still on vacation and would call me after she got back.

Till date, I have not received the promised call.

If Enterprise does not train their employees on proper customer service, then you will soon not have loyal customers anymore.

Reply

Enterprise Cares November 8, 2017 at 11:21 am

Rahul Sarkar,
Thanks for your feedback. We appreciate it when customers tell us about their experiences. I have forwarded your comments to our Indianapolis Regional management and our team at that 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 Number #171108-002404

Reply

Monika von Alching October 30, 2017 at 4:46 pm

I am a former Enterprise employee and frequent renter, that is to say that since January 2010 I had a total of approximately 80 rentals to date, October 30, 2017. I am economically challenged and so I can only afford to do the “weekend special, $9.99 per day” rentals, but do this consistently as your records will indicate.

Enterprise branch in question: 5101 S. Tamiami Trail, Sarasota, FL 34231

During my last rental return on September 18th, 2017, I booked a NEW “weekend special” reservation with what appeared to be someone new and felt very uncomfortable about it. The branch was busy at the time and knowing the branch mgr well, I decided to report my doubt to him on that all on the next rental day, that being October 27th, 2017. However, branch manager was not in that day and somebody totally INEXPERIENCED “worked” my reservation to the tune of $72.10 ! I was in total shock and fought back, but a “new” Asst. Mgr and existing Asst. Mgr started traumatizing me in an “over the barrel” arugmenting style that this that and the other thing bla bla bla bla whatever else would not “allow” the weekend special rental referred to earlier. I argued with the “new” Asst. Mgr and convinced her to discount my rental down to $60.00 something, but this was not done to make it stick, I still was charged the $72.10 today, October 30, 2017. as referred to earlier.

Here however is the KICKER, and it is this: the management TRAINEE who worked my rental neglected to properly swipe/register my credit card on Enterprise’s computer and so I was out all weekend driving this rental car UNINSURED !!!!!!!!! Why do I know this ? Because when I returned the car today, comfortably before due time as usual, I was asked for my credit card .. what ??? This never happened before but I was told that my credit card was NOT REGISTERED with Enterprise, iow, it was not properly SWIPED to register the data on it needed to make the rental stick … Apparently, the newbie management Trainee neglected to properly swipe and process my credit card and DID NOT …. anything could have happened to me, while I was UNINSURED out on the road because and because of this very negligence could have been responsible for thousands and thousands of dollars had anything happened. I am a 40-year driver with NO ACCIDENTS over that time period and am in a habit of consistently driving cautiously, especially more so while behind the wheel in a RENTAL CAR !!!!

Returning the car today, branch manager was back and by hook or by crook tried avoiding confrontation with me on the rental and the conduct of his subordinates I wanted to address. I however cornered him and, as a 25-year legal profession veteran had him over a barrel on every arugment as he went around and around in circles trying to talk his way out of the confrontation while at the same time trying to tell me that “because of this and that, we had to charge more for this rental and as for unregistered credit card by the “newbie”, all he said was “sorry ’bout that” … bla bla bla bla – but I believe he surely KNEW what impact this really had on me and my lacking insurance safety out on the road …… to say nothing of the corporate office at Enterprise !

First, I want this rental reduced to the usual $55.00 that it costs which you can ascertain from YOUR records and how are you going to compensate me for the AFTERSHOCK still in my bones with regard to the UNSWIPED/UNREGISTERED credit card at the beginning of the rental which had me out all weekend driving an enterprise rental car U N I N S U R E D …this was YOUR car enterprise !!! Some of us economically challenged, loyal rental customers out here are not rolling in dough as Enterprise is, thanks to us loyal customers year in / year out ….. one more thing: while you now have your branch employees using “Tablets”, PAPER COPY printout rental agreements are NO LONGER PROVIDED to the rental customer as a courtesy, a paper copy a police officer conducting a traffic check would ask to see as evidence that the person driving the rental car is not a thief !!!!! Paper copies will only be given if the rental customer “asks” for it … Not everyone carries a phone adequate enough supporting “digital” car rental agreements … YOUR LIABILITY IS WOBBLING HERE Enterprise !

Reply

Enterprise Cares October 31, 2017 at 10:56 am

Ms. Von Alching,
Thanks for your feedback. We appreciate it when customers tell us about their experiences. I have forwarded your comments to our Florida Regional management and our team at our Sarasota 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 Number #171031-001940

Reply

Jennifer October 27, 2017 at 1:24 pm

Very first time I’ve EVER had to rent a car and it has been a NIGHTMARE!!! I had to rent for a month because my engine went on my vehicle and I CANNOT give any positive feedback with the branch I rented from! If there is anyone I can speak to I would greatly appreciate it. I am a single mother of a 12yr old, making barely enough to survive, my father passed away and left me with his house so my son and I would have a place to live but there is a mortgage I have to pay . This branch had ZERO communication skills, not with me or with eachother, they’ve double charged my card putting my in a NEGATIVE of $229.41, said they would call me more then a hand full of times since I started renting from them on September 25th, NO ONE has ever called me. I’ve had to call them. They refunded $190 after I called twice for 2 different charges made to my card, Saturday the 21st I was told by JOE that the monthly rental would be $1,314 & someone would call me on Monday the 23rd to see how I would like to pay the remaining balance for $40, BUT NO ONE CALLED and charged the same card which put my account more into a NEGATIVE! When I called to discuss this matter with a Manager on Monday I was told they would refund the $40 and that would be ALL that I owed on Wednesday the 25th when I would be dropping it off. When I went to return the car on Wednesday, they asked how my service was and I told them the truth, she went and spoke with her manager, came back and said “we will take $202 off and all you’ll owe is $40 today”. I questioned her as to where she got $202 from and that I was told on MONDAY from the manager that all I would owe is $40, so they weren’t helping me at all. They never updated the system to read monthly, the Manager came in and squared things up and actually took so money off to where I OWED NOTHING and I would be getting .56 cents back! BUT WAIT… I woke up this morning to check my bank account and they TOOK $406.76!!!! They were taking money, refunding, taking, refunding.. As of Wednesday I didn’t owe anything I had went on my account, checked the dates of when they took money added it up and when the refunded money and it equaled out to them owing me .56 cents! HOW IN THE HELL did they find a way take $406.76!!! I WAS TOLD WEDNESDAY the 25th that I owed NOTHING!!!! so needless to say because of this ENTERPRISE Branch my bank account is NOW negative even more with bank fee’s because of ENTERPRISE constantly taking money! I HAVEN’T BEEN ABLE TO BUY FOOD FOR MY 12YR OLD SON OR MYSELF IN 2WKS BECAUSE OF THEM!

Reply

Enterprise Cares October 31, 2017 at 10:44 am

Jennifer,
We’ve noted your comments and would like to look into this for you. Please send a detailed email to ehiescalationscc@ 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

Curtiz October 24, 2017 at 3:29 pm

Approximately one month ago I had the worst experience somebody could have. I am Elderly and handicapped person so would ask for a little bit of dignity- I spoke to the enterprise office at Okeechobee Boulevard by golden shores plaza not sure if it’s considered West Palm Beach or Royal Palm Beach but not only did I speak to representative’s answering the phone but I also spoke to a manager ; everybody at the store was rude and obnoxious including the manager and the manager is also one of two people that hung up on me and refused to assist me ; it all started as a miscommunication about a credit card I wanted to use -when they refused to use it I tried to discuss with them and me trying to ask questions, plead , try to understand what The problem was , to no avail- I had to could call me back three times as I was hung up on Buy two of your repa and also including their manager -horrible horrible horrible customer service

On a wonderful note though I will say at the North west corner of Southern and 441 in the village shops in Royal Palm Beach wonderful polite kind enterprise reps assisted me and took my credit card without one question or worry

to make matters worse I called corporate now three times to lodge a complaint and nobody from corporate called me back so it appears that I see how of the stores are managed with their customer service If corporate can’t even oblige by a phone call back

Reply

Enterprise Cares October 25, 2017 at 3:13 pm

Curtiz, we’d like the chance to address this with you directly. Please email ehiescalationscc@ mailca.custhelp.com with your contact information, the reservation number, the exact rental office location and any other details so we can research this promptly. Thank you. – Carol H

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B Faulkner October 23, 2017 at 8:09 pm

I was in the Uber program. Retuned my car in good condition like a month in half ago. I still have not received my deposit back. It took two seconds too charge my card and an act of god to get my deposit back. Never using enterprise again.

Reply

Enterprise Cares October 25, 2017 at 3:09 pm

B Faulkner,
We’ve noted your comments and would like to have the opportunity to look into this for you. Please send us a detailed email to ehiescalationscc@ 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.

Reply

Mike Torino October 23, 2017 at 10:06 am

I had the unfortunate experience to tri to rent a car thru Grange insurance company with enterprise at your Lebanon Ohio office.I spoke to them twice on the phone to verify that we were on the same page my adjuster from Grange also spoke to them.my rental was to be at the dealer at 9am,not ther also it was to be a certain model.I called the Lebanon office they said it was handled thru a different office. I would say that this is not rocket science and such poor customer service and miss management and poor services make Hertz look like a real winner.I would advise a person looking for a rental to go to any other source. Poor way to due business.

Reply

Enterprise Cares October 25, 2017 at 3:07 pm

Mr. Torino,

Thanks for your feedback. We appreciate it when customers tell us about their experiences. I have forwarded your comments to our Ohio Regional management and our team at our Lebanon location. I have asked that they review your concern. Your patience is appreciated.
Respectfully,
Carol

Reference Number #171025-004261

Reply

Florimar October 19, 2017 at 1:41 pm

I have been an Enterprise loyal customer for the past five (5) years. Think about this, just this year alone with the exception of January I have had different rental cars all from Enterprise until this present day. I had to change to different Enterprise locations due to the customer service issues I have encountered. I have been renting cars because I lost mine and I need a vehicle for job and personal purposes.

On May 31st, 2017, I had a rental agreement for a Red Toyota Corolla, License #DFJV41, Vehicle #7NL6CF, which I extended up to August 25th, 2017. Same date (8/25/17), I get a new vehicle rental, white Chevy Impala License #GHSK50, Vehicle #7M59VN. This is the vehicle that I have in my possession at the moment. Even though I received two different emails with the contracts for the vehicles listed above and on the dates mentioned, I don’t know what was done internally at the Enterprise office that I have been receiving calls letting me know that I had the Chevy Rental since June and that I don’t have a contract for it. I returned calls and expressed in each of them that I was in a job training out of town and that I would be back on 10/27/17. The last call I made was on 10/16/17, the Representative Chris informed me that he will notate the account so I will not receive any more calls until the 27th of October which again was the date that we agreed on to do the contract.

Today 10/19/17, my daughter received a phone call from Christie Guerreri (not sure about spelling) from Headquarters informing her that they had not seen me since June and they were going to report the car stolen. My daughter tried to explain that I did not have this Chevy Impala since June, because I got it on August 25th, and she said that she understood but I had that car since June, so obviously, she didn’t understand. I was called to bring the Toyota in and to get a new contract, and I DID IT again on 08/25/17. This lack of communication and notating accounts is the BIGGEST ISSUE Enterprise has and that I have encountered throughout all these years. Headquarters looks at an account and doesn’t see any notations of the conversations the reps have had with the customers and they call with bad attitudes, without corroborating information and threating like the customer handles their own account and is in the wrong.

I am not an employee at Enterprise and I don’t know what was done on August 25th when I got my new rental agreement for the Chevy Impala that was emailed to me on that date. But, I obviously went to the Enterprise location at 2090 N State Road 7, Hollywood FL 33021 and I did my part, which was to bring the car in and renew my rental. Someone made a mistake in that office and didn’t change the dates on the agreements or something, but, I do not appreciate the way this situation has been handled and the way I have been treated, like I am an irresponsible person and not complying with your company rules.
As nervous as I am after my daughter informed me that the car rental that I agreed to renew on 10/27/17 was going to be reported as stolen, I am leaving my job training and heading to an Enterprise office.

I want to express how belittled and insulted your company made me feel, as if I am a thief. After all these years of loyalty, this my reward.

Reply

Enterprise Cares October 25, 2017 at 2:58 pm

Florimar,
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 local office. 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 Number #171025-004179

Reply

Andy October 19, 2017 at 10:44 am

DO NOT AND I REPEAT DO NOT rent from this sorry a** company. My vehicle went in the shop and being it is still under warranty the company I bought my car from is paying for the rental. I have to put my card on file and I don’t know why being that ford is paying for the car. I’m sure that ford uses enterprise for all their warranty work and u would think between the two of them they would have things figured out being they use rhem for all there warranty work like I said. Once I finally do get my loaner vehicle on my way home that’s less than 20 miles away the damn gas light comes on are u freaking kidding me!!!!!! Oh did I mention they didn’t pick me up like they were suppose to grrrr. So 2 and half hours later after supposidley being picked up I show up at the branch then I’m informed they have ro go get the truck from the shop. I have to wait around another half hour for them to go get it. You telling me that over 2 hours from when I was suppose to be picked up they still don’t have the vehicle at the branch. Then I call corporate and I’m told a manager would call me in 3 to 5 business days are u FING kidding me again this needs to be resolved now not in 3 to 5 days. F enterprise.

Reply

Enterprise Cares October 25, 2017 at 2:21 pm

Andy,
We’ve noted your comments and would like to have the opportunity to look into this for you. Please send us a detailed email to ehiescalationscc@ 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

David Radford October 18, 2017 at 12:59 pm

Disappointed In Columbia, TN. I rented an Audi A4 in Columbia, TN when my wife’s car was in an accident. They were very friendly. The staff told be that they needed to have my credit card on file to rent the car even though my rental was being paid for by USAA. They said they would only charge 1.00 on my card. On the last day (6 Oct) of my rental, I stopped by your office in Columbia to see if I could assist you in returning my rental. I offered to drive up with one of your drivers to pick up my car at the Auto Body Advantage in Thompson Station, TN. They just told me to take the car up and drop it off. I did as instructed. I dropped the car off with the gas tank full to what I had been given. Today is the 18th of October. I checked by bank account and found out that Enterprise had charged my credit card $532.66. When I called the manager (Patrick Jackson) said that he said I had an overdue bill. He informed me that USAA would only pay for my car through the 6th of October. I told him that I had turned the car in on the 6th of October. I asked why he can’t called me prior to making the charge.. and he said he had phoned (at 8:55 AM). I said that I hadn’t spoken to anyone. He said that he had to charge me. I then asked if he had phoned the Auto Body Advantage when the car was dropped off (he knew the location of where the car had been repaired as well as where the car had been dropped off) and he said no. Well Patrick zeroed out my bank account, I was charged and overdraft fee from my bank, and my account still does not reflect my credit on my account. I had returned the car on the 6th of October and did not have an outstanding bill with your company. I have rented from your company for over 30 years. Total Irresponsibility. He tells me that he is the new manager. Doesn’t seem to have the skill set to make common sense managerial decisions. I sure would like to have someone contact me to resolve this issue. I can be reached at hifiguytn60@ yahoo.com.

Reply

Enterprise Cares October 25, 2017 at 2:15 pm

David Radford, we appreciate it when customers tell us about their experiences. I assure you that it’s never our intention to inconvenience our customers. We would like to speak with you further. Please email ehiescalationscc@ mailca.custhelp.com with your contact information, exact rental office location, rental contract information and the details above so we can address this situation. Thank you. – Carol H.

Reply

Marco Zamora October 17, 2017 at 9:15 pm

I need to make a complain regarding one of your Talent Acquisition Specialist’s unprofessionalism. This is regarding an interview I had on Friday, October 13th, 2017. Please provide a phone number and/or e-mail to your HR Corporate. Thank you.

Reply

Enterprise Cares October 25, 2017 at 2:10 pm

Marco Zamora, we’re happy to help put you in touch with our HR team. Please email all the details of your concern to care@ enterprise.com include your contact telephone number and email address with your details. We look forward to hearing from you soon. – Carol H.

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Tony Dennis October 14, 2017 at 2:47 am

Tried to rent a car from your Douglasville GA office. But, when I arrived at the office. There where NO cars available. And I stood there, for 3-4 minutes, before being acknowledged!! They were waiting for some to come in, but didn’t have a clue when. Then instead of apologizing, your Mngr was complaining about “Corporates’ Fault”.
Like I care!!. I then called your “corporate” office and talked with your customer service person, who said the Regional Mngr would be calling me.
That didn’t happen either. What a rag tag example of a business, you all run. Don’t bother responding to this either, heaven forbid you’d have to go out of your way. I’m done with Enterprise.
Never, and I mean Never Again!!!

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Enterprise Cares October 16, 2017 at 4:29 pm

Tony Dennis, we appreciate it when customers tell us about their experiences. I assure you that it’s never our intention to inconvenience our customers. We would like to speak with you further. Please email ehiescalationscc@ mailca.custhelp.com with your contact information, exact rental office location, rental contract information and the details above so we can look into this for you. Thank you. – Carol H.

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Elaine Plummer October 14, 2017 at 12:51 am

This incident happened in 2015 I’m still in disbelief I finally decided to write this complaint . It was February 28th I rented a car from Enterprise in Mt Olive NJ . Drive to Florida to pick up my son from College . While I was talking with the associate I told him where I was heading . He never told me there would be charges for miles . Did not know my self cause I was a regular renter and I’m still a regular . Except Ive never drive that far with a Enterprise car rental . I was told what the cost would be or the day which was fine nothing was mention about miles that I would be charge going out of state . Mind you I’m not a rich person even if I was I would have rented from BUDGET . Upon return I was shocked when the rep told me how much it cost to rent the car by this I did used my husband visa car to hold for payment so of course I had no choice my credit card was charged a total of $645.46 cents for 3 days . I was livid nothing I could do I was livid . I called over and over spoke with managers customers service employee waiting for a manager to call me or even a letter if some sort . Nothing until this day . I’m still in shocked . Even though I still rent cars from Enterprise I know deep down I was ripped off . How can get my money Mack to my Visa card . I will be waiting for a response . I can be reached at 908 652 XXXX . Thank you .

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Enterprise Cares October 16, 2017 at 4:26 pm

Elaine Plummer, we appreciate it when customers tell us about their experiences. I assure you that it’s never our intention to inconvenience our customers. We would like to speak with you further. Please email care@ enterprise.com with your contact information, exact rental office location, rental contract information and the details above so we can address this for you. Thank you. – Carol H.

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janet October 13, 2017 at 12:53 pm

I rented a enterprise car in Germany, and it is haunting me 4 months later. They said I received a violation while in the rental, and I asked for evidence and it was provided. Then Enterprise charged me $20. EUR for them providing the information to the Parties writing the Citaion. The ticket is only $30 EUR, but Entperise charges $20 for nothing but a phone call. Either way I paid it, they art still sending me harassing letter, even after I provided the payment evidence. DO NOT use Enterprise, AVIS is always better

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Enterprise Cares October 16, 2017 at 4:22 pm

janet, we appreciate it when customers tell us about their experiences. I assure you that it’s never our intention to inconvenience our customers. We would like to speak with you further. Please email care@ enterprise.com with your contact information, exact rental office location, rental contract information and the details above so we can address this situation. Thank you. – Carol H.

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Ernesto Toll y Bernadet October 12, 2017 at 11:00 am

I have used Enterprise for many years and as a businessman thought that it would be of interest to have one of my sons enter the manager training program with the idea of purchasing a franchise overseas.

What he has seen and experienced in the past few months in the South Florida area is noteworthy and thus this morning he resigned.

1. A manager that exchanges car rentals for sex from a local stripper
2. Managers leacing cocaine in the cars glove box
3. Married manager having an affair with another employees girlfriend, who happens to also work there. Against corporate policy.
4. Fleet cars that have not been properly registered in the state of Florida, thus renters are often pulled over and ticketed.

Unfortunately the Taylors up in St. Louis have no idea that they are operating a rogue company in South Florida, but we know and the rest of the continent will as well.

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Enterprise Cares October 12, 2017 at 3:28 pm

Thank you, Mr. Ernesto Toll y Bernadet, for bringing this to our attention. I have passed your comments onto our Regional Management team in Miami for further investigation. If we can assist you with anything further, please email care@ enterprise.com with the complete details. – Carol H.

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randy willoughby October 10, 2017 at 11:20 am

Imms Industrial Coatings, Inc.

We rented a 1 ton truck from the Jacksonville, Fl. Commercial location in April 2017. We are now ready to turn it back in. Our offices and the location of the truck is in Helena, Al. We went to turn it in and was told we had to care it back to Jacksonville Fl. In the past we have been able to turn trucks into the Birmingham location regardless of where we rented them and paid a drop fee. My question is why not, is not Enterprise a nationwide company.

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Enterprise Cares October 11, 2017 at 2:05 pm

randy willoughby, please email ehiescalationscc@ mailca.custhelp.com with your contact information, exact rental office location, rental contract information and the details above so we can address this situation. Thank you. – Carol H.

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Mike R October 10, 2017 at 7:09 am

I’m writing today because of my extreme frustration with the operations of your company. I booked a car in the Rennes France train station months before my trip (Reservation # 1920066679 on Sept. 16, 2017). I even received a reminder email from you that my car is waiting for me. When I arrived in Rennes, the Enterprise agent told me he had no cars. I was in a foreign country with my wife and luggage and I had no transportation. I stayed in the rental office and saw your agent give the next customer the keys to a car. I asked your agent how this could be and he said the customer prepaid for the rental. I was incensed. This is a terrible way to run a business. I scrambled to an Avis booth and paid $200 more for one of their cars. I feel you should be made aware of this incident. I WILL NEVER RENT FROM ENTERPRISE, ALAMO OR NATIONAL AGAIN AND I WILL SHARE THIS STORY WITH ANYONE THAT I CAN. HORRIBLE LACK OF PROFESSIONALISM AND CUSTOMER SERVICE.

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Enterprise Cares October 11, 2017 at 2:03 pm

Mike Russo, thank you for your comments. If we can help turn this around, please email ehiescalationscc@ mailca.custhelp.com with your contact information, exact rental office location, rental contract information and the details above so we can address this situation. Thank you. – Carol H.

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Mp October 6, 2017 at 4:08 am

I have a very bad experience with the Asst Manager naned Vivian in your Tapo st, Simi Valley location. She released a dirty uncleaned car to us that we rented for more than 10 days. We couldnt ever see possible dents or scratches when we were checking the car because all we see were dirt on the car. My son even said “I couldnt see anything but dirt”. This asst mgr didnt even apologize gor renting a dirty car, all she said was she was alone. I then complained to the Manager Edwin about that incident over the phone, and he said that she will be reprimanded for that. So when I came back yo return tthe car, she kept me waiting while she was at the back office on the phone. As if intentional because shes upset at me because I complained about her. I then went outside and asked Shaun to help me because Vivian is taking so long. He then stopped vacuuming the car and helped me. In the process of checking me out, Shaun had to ask her about the bill to nake sure I am charged the right amount. This rude unprofesdional Vivian finally came out from the back check the computer and left. Totally ignoring me intentionally, obviously showing anger because I complained about ger bad business barbaric ways. I am not sure why this Vivian is an Asst Manager with her barbaric attitude. I give Shaun a perfect customer service! He was the one who apologized for the rudeness of his manager and assured me tgat he will let Edwin call me. We will never return to this location

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Enterprise Cares October 11, 2017 at 1:58 pm

Mp, we appreciate it when customers tell us about their experiences. I assure you that it’s never our intention to inconvenience our customers. We would like to know more about this. Please email ehiescalationscc@ mailca.custhelp.com with your contact information, exact rental office location, rental contract information and the details above so we can address this promptly. Thank you. – Carol H.

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bonnie sweet kennelley October 1, 2017 at 9:09 pm

i’m going to get ahold of the atty general office to file a complaint against you for lieing to people telling that they are approve for a car and when they get there their not and their car or suv or van is not worth what told it was and you suv aren’t worth what your asking for thenm I look at a suv I wanted and I found so much worked that had to be done to it it wasn’t worth the asking price that you wanted for and to turn around and tell me that my van was only worth 1800.00 I don’t think so I have seen my van or so like it at dealership with more mileage on and they where asking more than it was worth see I know too much about cars truck suv’s and if you have to bring one to where I was at and I have to pay for the dile]very not worth it it cost me money and mileage on my van to come see you so that degrade the value of mineand adds miles on my van or suv car truck so your nothing but a lier in my book

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Enterprise Cares October 4, 2017 at 3:18 pm

bonnie sweet kennelley,
Thank you for bringing this to our attention. We would like to look into this further. Please email Care at Enterprise.com with your contact information, your sales details, the exact car sales location, and all the information above so we can address this further.
Regards,
Carol H.

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ruthc September 29, 2017 at 9:53 am

Before Hurricane Irma I tried to rent a car from Enterprise via the web, My account was charged. Everything was fine until Thursday night 9PM, I received a canned pre-recorded message that the location i was leasing the car from was closed so that the employees could take care of their families in regard to the hurricane. Nothing else was supplied. All they had to do is refer my lease to the airport and i could have picked up the car there. But no!!! Enterprise may care for their employees, but they do not care about their customers, leaving me stuck the night before us leaving from the hurricane without any options. BUT that’s not the worse of this story! Enterprise charged my account, still do not have a refund AND to make matters worse, the also charged me a PENALTY of $32.82 for not picking up the car! I am thoroughly disgusted that I now have to spend my time and effort to get my $$$ back and i’m running in stalling walls throughout. Worse service ever.

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Enterprise Cares October 4, 2017 at 3:12 pm

ruthc, we appreciate it when customers tell us about their experiences. I assure you that it’s never our intention to inconvenience our customers. We would like to speak with you further. Please email ehiescalationscc at mailca.custhelp.com with your contact information, exact rental office location, rental contract information and the details above so we can address this situation. Thank you. – Carol H.

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Kelly Powers September 25, 2017 at 3:31 pm

I recently rented a car through my insurance company with the Wayne, NJ location for the end of July until the end of August. This was my first time EVER renting a car. The salesperson was an intern named Kiersten, who helped me into the Camaro convertible. As I was signing the paperwork, she urged me to sign of for the daily insurance for the car. AT NO POINT DURING THIS CONVERSATION DID SHE TELL ME TO CHECK WITH MY OWN INSURANCE COMPANY TO SEE IF I WAS COVERED. She did, however, tell me that I could cancel this coverage at any time if I saw that I would be in this Camaro for an extended period of time.

My insurance company called a week later to check up on the car rental, and also informed me that I was absolutely covered and did not need to purchase this additional insurance. When I called Enterprise I spoke to Deshawn, who told me that “there is nothing he can do” and I would have to pay for this insurance for that week EVEN THOUGH I WAS ALREADY COVERED THE ENTIRE TIME.”. When I went into the location the following day to “sign off” on this insurance removal, Benjamin was very professional, apologized for any inconvenience, and offered to take off five days; which held me responsible for two days of paying for this unnecessary insurance.

When I returned the car I dealt with Benjamin again who had me deal with Jorge, one of the managers at this location. Jorge took my cash of “58.00” and change for the payment of the two days of insurance.

A week later I received a follow-up call from Andrew, at the same location asking about my experience with Enterprise. I told him that everyone was very friendly and that I enjoyed the beautiful rental, but that I was annoyed with the insurance situation. After repeated apologies, and being disconnected, Andrew called me back and informed me that corporate would be sending me a check within 10 BUSINESS DAYS.

I never received this check, and decided to follow up on/about September 18th. I spoke to Ray who tried to help, but took a message for Jorge to call me back. NO CALL BACK. I spoke to Carissa, an assistant manager, who went above and beyond trying to help. She had to be filled in about the situation. She was my go-between with Jorge, who called back AFTER HOURS and left a message that he “had no idea who I spoke to and didn’t know anything about this refund.”

FINALLY after playing a one-sided game of phone tag, Carissa managed to get Jorge to call me back apologizing that they “dropped the ball” on their end and are trying to get to the bottom of things-that the check was made but denied on the corporate end????? So I am waiting for this refund check still. Even though my family and I have rented a NUMBER OF CARS in the past-I don’t think that I will be returning….especially to this branch.

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Enterprise Cares September 27, 2017 at 11:03 am

Kelly Powers,
Thanks for your feedback. We appreciate it when customers tell us about their experiences. I have forwarded your comments to our New Jersey Regional management and our team at our Wayne 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 Number #170927-002807

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Joel D. Wynkoop September 25, 2017 at 2:29 pm

My wife and I had some troubles with Enterprise awhile back, we went round and round with them, it was a nightmare and now reading all these comments I see I am not the only one. I’d have to pull all the old receipts for dates (And I have them) BUT basically this is what happened to us. We had to rent a van so we went to our neighborhood Enterprise on Sheldon Road here in Tampa. The girl there was AWESOME!!!!! She did not have a van for us but put us in a car BUT said in a few days we may have a van for you at another stop. We took the car knowing we could switch it for a van later. We needed it right away and could not wait.

We had the car maybe two days and returned to the same place we got the car, the girl was gone but another agent helped us make a call to get a van. He contacted some other Enterprises and finally found one on 50th street in Tampa. They had a van and they set us up to switch it, I asked if they could bring it to Sheldon Enterprise but they said no. They assured me when I arrived they would switch me into a van.

I headed down to the 50th street location and pulled in, I parked and went inside and told them they were expecting me that I was trading the car for the van. This was all worked out on the phone. The girl there said I could take the white van in the lot, great I thought. I walked out and started to unload my belongings from the car and put them in the van, while I was doing this a girl (same one) came out and said she needed the keys to the car right now. I said okay I just wanted to finish and to make sure everything was good, she said yes so I gave her the rental keys to the car and continued to pack the van. Then she comes out again and says we made a mistake you cannot have that van it was already rented. I said you said I could take it and to load my stuff into it but she said well sorry this has been rented you’ll have to come in and get another.

They wanted me to and pretty much insisted I had to start a new contract, buy insurance and go threw the entire process I had already gone trhough over at their Sheldon road office. I stuck to my guns because I knew they were just blowing me off hoping I would just go away or start ANOTHER contract with them. I told them I wanted to speak to someone that could fix this. They said I had to start a new contract to have this done. I got on my phone and called the Sheldon office again and told them what was going on, they told me to talk to the manager Tyrell which I did but again got nowhere.

I called again to the Sheldon office and they gave me another managers number at the Hillsborough Avenue Enterprise in Tampa. I got on the phone with him and explained what I was going through , he in turn got on the phone with them at the 50th street in Tampa store. They argued for awhile and then hung up, they ignored me for another hour and finally, two hours later he gives me the keys to a mini van which was fine, They take me outside to give it to me and it is a white minivan covered in bird crap, I mean completely covered in bird crap, all over. I ask them can you clean this up for me, you had me in that van over there and told me it was rented two hours ago but it is still there and now you want me to take this one, this looks horrible. So the guy takes it and does something with it brings it back to me and it is still covered in bird crap and says that’s all he can do for me. The guy drops the keys in my hand and leaves me there with this crappy van.

I take the van and head to a car wash on Gunn Highway but then before I wash it I ask myself “Why am I washing their van?” So I then call the man that argued with them from the Hillsborough store and he says bring it to him and he will finish cleaning it up. I get there to the Hillsborough store and this guy is awesome, he is great. He apologizes and has the van cleaned up nicely. Yes, he was very cool and professional until…at the end he asked me if I was satisfied and that I would please not complain any further and I said he was great and the original girl was great but still had a problem with the people at the 50th street store. I told him they were incredibly rude and wasted two hours of my day, I even explained how one of the girls talked to me and he said he knew who I was talking about and he had problems with her also when she worked for his store. He explained to me that if I complained or said it wasn’t a good experience he would get a bad review and I said I will mention that he did great and the girl at Sheldon did great but the 50th street did not do great, he said it didn’t matter he would get a bad review. Anyway he shakes my hand and I was happy with what he did but when I got the customer response form from Enterprise I let them know exactly what happend. I explained the whole thing like I did above.

Two days after that the same guy from the Hillsborough store calls my cell phone and asks for me, I say this is Joel and he begins to tell me I thought you told me you were not going to call on me? I said I told them you were good…and he cut me off saying “Did we not have a conversation how you would not complain?” I tried to answer and as I started he interrupted me saying “Did we not have that conversation?” I tried to answer again but he cut me off with “Did we not have that conversation?” “Did we not have that conversation?” When I tried to answer he hung up on me. I thought the whole issue was over but now it wasn’t so I tried to let some else know up the line in Enterprise what had just happened. That note was intercepted by another Enterprise employee in Tampa who knew the guy I was talking about and the others on 50th street. He wanted to resolve it, I told him the same story everything that happened. How can you resolve something that is already over? I told him it just wasn’t right the way I was treated. I believe he apologized and offered me a free ticket for a free rental I told him no thanks they’d probably charge me, anyway we hung up cordially but then I tried another approach with a website to have someone call me from high up to let them know how their customers are treated, once again that e mail is intercepted by the same guy I just talked to. He calls back and I told him I don’t want to talk to him I wanted to talk to someone way up in corporate and he said that will not happen I had to talk to him, so I said forget it and hung up. This is where it all ended. Anyway that was my experience with Enterprise.

– Joel D. Wynkoop

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Enterprise Cares September 27, 2017 at 10:45 am

Mr. Joel D. Wynkoop, thank you for your feedback. We’re happy to research this for you. Please email ehiescalationscc at mailca.custhelp.com with your contact information, reservation or rental agreement number and all the details above so we can research this promptly. Thank you. – Carol H.

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Deidre September 22, 2017 at 4:14 pm

I rented a car on 8/22/17 for seven days then I extended my rental for 7 more days. I was told to return the vehicle on a Sunday “they were closed of course” they was also closed Monday 9/4/17 because it was a holiday. So I had my fiancé return the car that Tuesday because I was working not realizing my MK wristlet was still inside the car. After contacting enterprise immediately speaking with Eric from Newberry, SC my fiancé even went back to the location the guy “says well I just cleaned the vehicle and rented it there was nothing in the car.” Not believing him I go up there myself!! They’re both saying no wallet was there. I filed a police report contacted the manager Ronack Patel from Irmo, SC and he basically believed his lying employees! He claimed he spoke with both employees and they didn’t find anything even claimed to speak with the lady who rented the car after me! On today 18 days later I received a call from Enterprise Newberry, SC location stating the car was returned and my MK wristlet was inside the car. I honestly believe one of the employees stole my MK wristlet and tried to put it back inside the car once it was returned! Unfortunately my $100 cash was gone but my cards and etc was there. I’m very disappointed in this company to hire such disloyal people that steal from customers that help keep the company going. I’ve contacted Ronack Patel several times today and he has not reached out to me about how my MK wristlet magically appeared.

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Enterprise Cares September 27, 2017 at 10:18 am

Hello, Deidre! Thanks for contacting us about this. Our offices do their very best to locate left behind items and return them to their rightful owner. You can file a Lost & Found report using the link provided here. bit.ly/29HbDJs

Or send us a detailed description of your misplaced items to care at enterprise.com. Include your contact telephone number, the exact rental office location, and rental agreement number and we will pass this onto our management team. – Carol

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Joyce Thrasher September 22, 2017 at 1:42 pm

Area manager called to resolve a problem. He bullied my husband and me. He talked over us and mocked us. Never been treated as bad from a “manager.” Called Corporate office and complained I was told they would call me. Never received a call. Guess Enterprise rent a car doesn’t value us as senior citizens and gold members. Seems like you have to be a certain kind of person for this Enterprise rent a car to treat you right. Enterprise rent a car must be ok with an area manager bullying their customers. Canceling my reservation with Enterprise rent a car this weekend. We will use a company that Enterprise doesn’t own. I thought Enterprise rent a car was a family owned business. Obviously the same area manager bullies Enterprise rent a car and they are scared to reprimand him. What a shame a company like this supposed family business is letting the employees treat customers with disrespect.
A manager did call after our initial complaints and he was the one who was rude and disrespectful to my husband and me. He snidely asked what we expeted to pay. We told him we expected to pay what the Enterprise employee told us the previous Friday when my husband called to ask about keeping the car for another week, which was $12 plus $160 for the next week. My husband expressed shock at the low price, but the employee insisted that was the total we owed. How were we supposed to know that the employee meant $172 plus our deposit? We have never had our charges computed like that before. We would never have rented the car for an additional week had we known for real total. We were misled and deceived. We could only assume that Enterprise was providing a good deal as a way of helping those of us impacted by Hurricane Harvey. Your manager who called needs some coaching/teaching about how to interact with customers. We honestly felt like we were treated with such contempt by him because are older white people. It’s a sad way to be dealt with by a company we are “gold” members and have given so much business to.
After We were told someone would contact us again, we received an email with our bill and that was it. This isn’t even about the deceitful way we were told how much our bill was. We aren’t trying to get out of paying anything, the bill has been paid. This is about how we were treated by your regional manager. I want to file a formal complaint about the area manager who was so rude to us. He bullied, mocked, and talked over us. We felt threatened by him and would never go back to Conroe, Texas to rent, I would be afraid of how we would be treated. He mocked the way we were talking, we felt like he was making fun of us because we are older white people. I don’t think Enterprise wants an employee who is so disrespectful to their customers. This is an incident that Enterprise should take seriously.

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Enterprise Cares September 27, 2017 at 9:54 am

Ms. Thrasher,
Thanks for your feedback. We appreciate it when customers tell us about their experiences. I have forwarded your comments to our Texas Regional management and our team at our Conroe 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 Number #170927-002282

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LYN M JACOBSON September 20, 2017 at 11:59 pm

I rented from 2 different Enterprises here in Modesto, Ca. and was disappointed to learn that the unprofessional, rowdy, rude and child like behavior was the same in both locations. First, when I booked on the phone or on line I specifically said “Economy”, but at both locations when I arrived I was told they didn’t have Economy so they rented me the next level up and told me I would get the rental at the Economy rate. You guessed it; they charged me next level up. My rental with the McHenry Store in Modesto, Ca., they called during my rental period telling me the vehicle was due for maintenance and would I mind taking it for the oil change, tire rotation, & inspection. I asked, “do I get a credit on my bill?!” & he chuckled. I never heard such a thing! Calling a customer and asking if they could do their job for them! . Needless to say I did not take the car in. If they left me a message I would have to play them over a few times to understand it. When you walk into the location it felt like high school all over again! “Boys” & “Girls” giggling & talking loudly. The location at 7th St., Downtown Modesto was no better. Like the McHenry Enterprise, I would rent Economy; they conveniently didn’t have any, they give me next level up, “at the Economy rate!” and when I turn car in, it’s a different price again! And as for the High Schoolers, thee’s one girl in particular that stands out from the rest. She borders rude and insulant, and when I ask a question she basically ignores it, just keeps on talking; likes to show off her fake nails and toys with her hair, Like the other place they talk & laugh loudly with no regard who hears them. I asked a guy that worked there why they show all the different levels of cars on the computer and he said he never seen that. My daughter asked t both places that for sure w’d get the econo rate and they never answered. Another disappointment at both locations was how dirty the cars were! We couldn’t see out the front windshield they were so dirty! The front windshield on the inside had a film like the kind you see in a smoker’s car. One was so bad my boyfriend broke down and washed the windows! The last time I rented we had to go to a funeral & we had to drop off our dog at a friend’s house. I didn’t realize it but he left some hair on the back seats. So when I returned the car the guy at 7th street came back in and sharpley explained how there was dog hair on the back seats & they would be charging me a $75.00 clean up charge! I said that I was never told that if you have your dog in the car be prepared to pay a cleanup fee! I started to explain to him how dirty the car was when I rented it & for that reason I should not be charged a fee! He just smirked and proceeded to add the $75.00! I was livid and I said again that the car was not cleaned when I got it and again no one in the whole place addressed the issue! I’ve rented from Enterprise for years and this is the first time that I walked away disappointed. Between the lack of customer service; the condition of the cars when you get them; the inconsistency in the billing; {almost like a bait & switch}; I’m very disappointed in how Enterprise has changed. I think sometimes you guys have gotten so big you lost touch with the average consumer. You need to do a once over in these locations before it gets too late. Maybe you should hire some people a little older then the Barbie & Ken dolls you are hiring now. I’d like someone at the corporate level to contact me about this. I’m not even gonna try to talk to these people who call themselves managers while they play with their hair and point with fake nails while they’re giggling with the boys. I think the inconsistency in my charges and charging me a $75.00 cleaning fee for a car that wasn’t clean when I got it; I want my money back on some of these bogus charges.
I can be reached at the email above.

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Enterprise Cares September 27, 2017 at 9:12 am

Ms. Jacobson,
Thanks for your feedback. We appreciate it when customers tell us about their experiences. I have forwarded your comments to our California Regional management and our team at our locations. 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 Number #170927-001948

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Ms. Chandler September 20, 2017 at 6:16 pm

I rented with Enterprise every day for 3 years. I am a Platinum member. I have NEVER been treated so terribly by a company after spending THOUSANDS of dollars with them.
Not one time did ANYONE ever direct me toward the car sales team. They just continued to take my money and give me made up rates.

After speaking to someone from the sales team they informed me that this company has a name for people like myself and that’s EASY. They charge us whatever they want, because they assume we are stupid. I am now looking into suing Enterprise.

The last rental I had caused so many problems. The Manager reported the car stolen !!! Even though they had my. Card on file and for the past 3 years they have just charged whatever fees when necc. After 3 years I was informed that I would be on a do not rent list with the company. The employees are disgusting this company is fraudulent and I will not stop until I get all my issues resolved.

I have every rep I have ever dealt with and I am reporting them all along with the district manager. You screwed over a loyal customer.

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Enterprise Cares September 21, 2017 at 1:08 pm

Ms. Chandler,
We would like to speak with you directly about this. Please email ehiescalationscc at mailca.custhelp.com with your contact information, rental office location, rental contract information and the details above so we can address this promptly. Thank you. – Carol H.

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Ms. Chandler September 22, 2017 at 10:24 pm

Hello Carol,

Please provide me with a valid email address and contact person.

Also, something I forgot to mention, I had rented for over a year before any of your employees told me about Enterprise Rewards. Once I signed up I asked if my prior rentals could be applied and I was told NO. Your company took a lot of my money. I am looking into serious legal action against both your Scotch Plains & South Plainfield locations both in NJ. I receive better service from Starbucks as a Gold Member. This Enterprise Platinum status means nothing. I could never use my free upgrades, I have to return cars on several occasions because of the horrific condition they were in. Your MANAGERS even had ME go to an auto place to get my tire changed instead of swapping me into a new car.

Needless to say, your company is DISGUSTING and unethical. I held my mouth shut for a long time but not anymore. Your company is fraudulent. The amount I spent on renting month to month from your locAtion, I could have purchased the car I was driving 2 times over.

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Enterprise Cares September 26, 2017 at 10:51 am

Ms. Chandler, thank you for your comments. Please reach out to us at your earliest convenience at ehiescalationscc at mailca.custhelp.com or care at enterprise.com with your contact information, exact rental office location, Enterprise Plus i.d., rental contract information and the details above so we can address this. Thank you. – Carol H.

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Mr Simmons September 23, 2017 at 12:49 am

I have also been remting from an enterprise and am of platinum tier. I am experiencing the exact same problem.

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Enterprise Cares September 27, 2017 at 8:26 am

Mr. Simmons, if we can help out, please email ehiescalationscc at mailca.custhelp.com with your contact information, Enterprise Plus I.D. number, and any rental contract information and the details above so we can address this promptly. Thank you. – Carol H.

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Keyetta September 19, 2017 at 4:09 am

Today I had the WORST experience dealing with your company. My car was totaled and my insurance company Liberty Mutual set my reservation with the Enterprise. I explained to my insurance that I did not have my hard copy of my ID but I did have a copy of my ID along with the other few papers that was told for me to bring. I confirmed 3x with the locations only for me to get there and everything that was told to me on the phone was a lie. Not only was it a waste of my time but it was very embarrassing having ENTERPRISE BRANCH MANAGER get very loud and rude because I was told wrong information not once, not twice, but three times. I explained to the manager that the lack of training allowed me to get false information. Even with the driving picking me up they did not drop me off where I was left to find a way home. I will NEVER use your company again. I have also passed a boycott paper to my work place, children school and my church home as well as parents In the PTA.I refuse to allow anyone I know rental a car for you all. I will make it my business to make sure we all pass the information. No one should be treated as I was. I have wrote to the branch manager over top of the female that was rude and no response. Your company doesn’t stand by its word.

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Enterprise Cares September 21, 2017 at 12:56 pm

Hello, Keyetta! I understand how frustrating this must have been for you. All renters and additional drivers must be 21 or older and have a valid driver’s license and a major credit card in their name. In some instances and at the rental office’s discretion our local offices may accept a photocopy or faxed copy of your valid driver’s license, this is handled on an individual basis and by the location’s branch management team. I would like to forward your comments to our upper management team to review. Please email ehiescalationscc at mailca.custhelp.com with your contact information, exact rental office location, rental contract information and the details above so we can address this. Thank you. – Carol H.

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Joseph September 15, 2017 at 6:43 pm

We are a victim of the hurricane of in Houston, Literaly we lost everything and that includes my wife vehicle. My wife’s insurance gives a rental trough enterprise so we went in person because no one answered the phone here locally. We got our name on the list and the customer service guy even gives his business card on Monday of this week. Today is Friday and I called enterprise, they did answer this time and told me that our name was not on the waiting list, they wanted me to put my name on the list or go to another location to do so. I told her that we had our name on the list and that it should be day or two to be called, she said she did not know what happen, I ask to talk to the guy who help us and she said he was not there. She said that she will put us up on top of the list I really do not trust the person on the phone, she said she was the manager. So we hang up and call customer service and ask to talk to a supervisor, when I told her about that situation she said is nothing that can be done to call back to the location and deal with them. I ask her to give me the name and number of her supervisor and she refused just told me that the only option I had is to call back to the location I will update how long they will take to get us a car, those are not trustworthy individuals.

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Alamo Cares September 19, 2017 at 8:51 am

Joseph, I can assure you that we want to rent vehicles to everyone we possibly can. Due to the historic events in the Houston area recently most of our locations are strained to supply vehicles for the high volume of reservations, and this time we are busy making more vehicles available in your area. The best option in finding a rental vehicle is to speak to one of our Houston locations directly. Please continue to check with us and we will do all we can to meet your needs. Thank you, Carol

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Rick Anderson September 13, 2017 at 9:43 am

This is the second time your company has refused to pick us up or drop us off. The airport is only 10 minutes away and we were told it would cost $100. With a slogan of we will pick you up, we thought this was a simple request. We will be sure to spread the word about this disgraceful practice of false advertising.

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Enterprise Cares September 13, 2017 at 2:13 pm

Hello, Rick Anderson! We thank you for your comments. Our pick up and drop off services are a free courtesy offered to our customers. These services are provided during normal business hours by the closest local office within ten miles of your address. Not all offices in a ten mile radius will provide the service to your address. Because of airport 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. Our airport locations do not provide pick up and drop off services because of these safety and regulatory concerns. Shuttle buses are available for our deplaning and returning customers. Please let us know if you have any other questions or concerns. Thank you for choosing Enterprise. – Carol H.

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Tammy G September 12, 2017 at 2:24 pm

My husband and son were evacuated from Savannah, GA and flew back to Indiana to visit. However, all flights are grounded and can’t return. We called Enterprise this morning to rent a vehicle to drive back to Savannah. They stated the rental for 2 days would be over $500.00 why??? Because of a $325.00 drop fee!! Are you kidding me right now? A $325 drop fee on top of what we have already experience with this hurricane, flooding, and damage. Now Enterprise wants to take us for a ride? No way! I’ve been a loyal customer for over 10 years. I rent several times a year. I recommend you to family and friends. But NO more! I will not endorse any company that takes advantage of people like you are with the hurricane victims. You should be ashamed of yourself!

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Enterprise Cares September 12, 2017 at 3:59 pm

Tammy G., We’d like the chance to address this with you directly. Please email care at enterprise.com with your contact information, the reservation number, the exact rental office location and any other details so we can research this promptly. Thank you. – Carol H.

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Jack Jordan September 9, 2017 at 7:16 am

Yesterday (9-8-2017) was mine and my wife’s 16th wedding anniversary. We have been looking for a new/used Chrysler Town and Country Van. I found a van with 20,000 miles for a great price on my corporate website at work. I scheduled a test drive and filled out an application for financing at 12:30 P.M. My plan was to surprise my wife on our anniversary with this Van. My wife, kids, and I showed up at 6 p.m. for our scheduled test drive. I just wanted to be sure she liked the van before I surprised her and bought the van. We took the test, drive, she loved the van, the color….everything. We went back to the office, sales person was seeing what our monthly payment would be……In walks your sales manager….”I have bad news, the van sold today, but we can switch you to a van with 20,000 miles to a van that has almost 50,000????” Now this may not be technically a “bait and switch”, but at worst is highly questionable on your part. Now I filled out the application and scheduled the test at 12:30, your sales person called me at 1:46 to confirm, my appointment was for 6 after my wife and I got off work and have to drive the 35-40 minutes to the lot. Your sales manager told me someone from Columbus filled out the paper work at 3 p.m and bought the van, unseen. Now, your sale person could have called me back and told me at 3 that the van sold and no need to drive down, but they did not extend that courtesy. Instead you wasted our time, on our anniversary and had us drive down, test drive the van, that you had already sold, and then tried to switch us to a van with twice the mileage for $2000 less????? I really did not know what to say to the man. I was speechless. You have 1 opportunity to make a first impression and 1 opportunity ask for the opportunity to earn a persons business. I can’t say without a doubt that your people knew what was going on, but with past history of used car sales, you knew exactly what was going on and was hoping you could flip me to another van when we showed up for our appointment…..Mistake. You should have been upfront from the beginning, but you chose to waste our time, on our anniversary, and upset my wife.

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Enterprise Cares September 12, 2017 at 3:57 pm

Thank you for bringing this to our attention, Jack Jordan. We would like to look into this further. Please email Care at Enterprise.com with your contact information, sales details, the exact sales office location, and all the details above so we can address this situation with you directly. We look forward to hearing from you soon. -Carol H.

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David Simon September 5, 2017 at 6:53 pm

I reserved a car at Healdsburg rental office last week, for p/u today, 9Tues 9/4). The reservation was noted, but there were no cars available! I made this reservation one week in advance! I told them I was driving to Portland to nurse a transplant patient., “No problem, a car will be waiting for your one week rental”> NOPE!!! I went to p/u the car, not one available within 100 miles of my location. I now have to hire a 24 hr, nurse to care for my patient because you people don’t know the meaning of the word,”reservation”. I have got to say I was never treated like this before. You really should just go out of business you cause more harm with your sloppy, stupid business practices. I have informed my 600 hundred friends in Healdsburg, CA. about this. May as well close the office.

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Enterprise Cares September 6, 2017 at 4:28 pm

David Simon, we are focused on ensuring that all of our customers receive their reserved vehicles and assure you it is never our intention to inconvenience a customer. We make every effort to accommodate their needs. I’d like to pass your information along to someone with authority so that they are aware of your concern, please send your contact telephone number and email address, reservation number, the exact rental office location and any additional details to ehiescalationscc at mailca.custhelp.com . Thank you. –Caro

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Michael Beatty September 1, 2017 at 7:34 pm

I have been a customer of Enterprise rent a car for seventeen years. On my last rental from the location on 2122 Broadway, San Antonio, TX, I was told that Enterprise required the purchase of their “insurance” (The damage waiver, PAI, RA) I have almost never purchased those products from them, on any rental car. Preferring to let the protection on my credit card take care of that issue. The Management Trainee, Phillip Shelley, told me that the purchase was required, because I did not have full coverage insurance on my personal vehicle. THAT IS A BALD FACE LIE. In exchange for gaining another $100.00 in revenue, (because that is all the DW, PAI etc. is anyway) Enterprise Rent a Car is losing a customer of seventeen years.
I have been on the receiving end of increasingly harder and harder selling, of their “Insurance” the last several times, I have rented. But no one has had the out right gall to lie to my face, and tell me it was required. I will tolerate a lot of mistakes. Lying is not one I put up with.

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Enterprise Cares September 6, 2017 at 4:19 pm

Mike Beatty,
Thanks for your feedback. We appreciate it when customers tell us about their experiences. I have forwarded your comments to our Texas Regional management and our team at our San Antonio Downtown 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 Number #170906-005373

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Julie McPhillips August 29, 2017 at 10:06 pm

To whom it may concern,

I normally do not complain. I try to work with the system and get my problem solved by working with the people directly. I have been a steady customer of Enterprise for years now and have not had many problems. Until now.
When my wife and I returned from a trip, we returned our rental car (Rental agreement# 8BNQ5N). I discovered later in the day I left a tool bag of mine in the spare tire well. I called the Enterprise office (859/371-2330) I rented the car from (7484 Burlington Pike, Florence, KY 41042) and spoke with Samantha. She assured me she would track the car down and get this article back. She called the current renter who checked and found the tool bag in the back. He said he would put it back and we could recover it when he returned the vehicle. I did not hear from her in about a week so I called her back. She told me, after some investigation, that the car had not been returned to their office. She said she would find where it was at and would get back to me.
When I called her several days later, she said it was “retired” and she could not track it. She gave me another number to call (859/689-6200). I spoke with Michelle who said the inquiry would need to go to “Lost and Found” and I would hear from them in 24-48 hours.
When I didn’t hear from them in 2 days, I called the number Michelle gave me (800/264-6350) and after explaining my situation to 2 or 3 people, I started talking with John who told me he tracked the car through at least one more rental (Dry Ridge, KY) before it was sent north for sale / auction. It turned out that John was from the Enterprise office (859/371-2330) I started out initially
John said he would contact the Enterprise used car sales office that had the car to see if they would check for my tool bag. It has been a day and I have not heard from him. I have called a couple of times and left messages with no reply.

If someone at the Enterprise office would have taken the initiative to get me and the customer after me together, at the very beginning, I feel all this could have been avoided. Now, I have had to fight your bureaucracy for a month and a half with no success and almost a guarantee that my tool bag is gone.

In addition to all that, I could not find a contact I could send this via E-mail ANYWHERE on ANY Enterprise website. It would be nice if in one of your many “CONTACT US” links you actually had a website where we could contact you. From previous experiences described above, I wonder if I will ever hear back.

Thank you,
Bill McPhillips

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Enterprise Cares September 6, 2017 at 3:55 pm

Mr. McPhillips,
Our offices do their very best to locate left behind items and return them to their rightful owner. I have forwarded your correspondence to our Florence office and our Regional Management team. Our office will make every attempt to locate your left behind item and upon locating it, will contact you to arrange the return in a mutually agreed upon manner. Your patience is appreciated. – Carol (Reference #170906-005159)

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Robert Cupp August 28, 2017 at 5:39 pm

Made a reservation for a vehicle capable of towing. Reservation number is 192-293-8952. Arrived at the enterprise location in Sonora California today at 2 o’clock to pick up the vehicle I had reserved only to find out that none of the vehicles that they have are capable of towing. The staff at the Sonora location did nothing to help me solve this problem they simply stated they do not have those types of vehicles. I contacted the corporate line and work through the escalation process who put me in touch with the Modesto location that also did not have these vehicles in stock. I again contacted the escalation line who put me in touch with a location in Stockton who also did not have these vehicles in stock. This has been a very unprofessional experience from my view as a customer. Not only did I not receive the vehicle that I had reserved, but the enterprise staff did nothing to help me solve this problem.

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Enterprise Cares September 6, 2017 at 3:26 pm

Robert Cupp,
I can only imagine how disappointed you were that there was no rental vehicle available with towing capacity as you expected. We appreciate it when customers tell us about their experiences. For liability purposes, our local rental offices do not carry vehicles with this feature. I have passed your comments onto our Sonora upper management team so that they are aware of your experience and can address this issue with staff immediately.
Carol
Social Monitoring Coordinator

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Roosevelt Turner II August 28, 2017 at 3:25 pm

Hello,

I am writing this email to illustrate the complete disregard for customer service I have received from 4/25/2016 to date from your company. On 3/11/16 I reserved a car online for weekend while on a 2 week TDY in Ft Lauderdale (See attached exhibit titled “Enterprise 3”). As you can see I didn’t request any additional insurances or up-charges. I absolutely never get any due to having USAA for my insurance company which covers rental cars and my credit card does also.

#1. So on that Fri 4/22/16 I called that morning to get picked up to get my rental on my lunch break. They arrived approximately 15 minutes later than the scheduled time for my pick-up at the Embassy Suites Hotel and take me to the rental car office. After handing the driver/Rep (Shauna) my credit card and license. She went through the whole up-sale spill and I declined everything!! She printed out the contract and we proceeded out to the vehicle. She instructed me to do a quick look over the car for any damages and to initial in all the circled areas and sign at the “x”. I did that and rushed back to my seminar about 1.5 miles to the hotel in which I was approximately 10 mins late. Later that evening after my seminar had ended for the day I went back to my room and I looked at the contract and saw the enormous difference in the amount on the contract compared to my reservation. I immediately called and spoke to a lead there at the local office I got the car from. She assured me that the additional insurance charges would be taken care of once the car was returned and all final charges. I returned the car on Mon 4/25/16 during my lunch hour I returned the car and was given a ride back to the hotel. I had no computer or way of checking my credit card for the remainder of my trip.

#2. Upon my return to my home of record in El Paso, TX. I was in the process of completing my voucher for my TDY when I noticed that the charges had not been credited to my account. I called to complain again to the local office and this time spoke to the manager there, she basically verbally chastised me for not reading the contract. I explained to her all the aforementioned above and she stated that she would take care of it and waive the additional insurance charges this time. I go on several other TDYs and vacation and several weeks go by, but I realized that the charges had never been re-credited to my account. So at this point I have reached my limit with dealing with the local Ft Lauderdale office and call Chase my credit card that was used for this transaction. They place a credit in my account for the amount and start a dispute for these charges on my behalf. After some time passes they (Chase) sent me a letter stating that they received a response from Enterprise challenging my dispute and that they provided them with a copy of the contract which shows that I accepted the additional insurance, which they said that they had to honor. They advised me to take the issue up with the corporate office of enterprise to be re-imbursed for these funds.

#3. Taking the advice of Chase after a great deal of time and numerous calls explaining this issue time and time again. I have phone records to show on the follow: 6/23/16 spoke to Dewey Customer Service Supervisor told to try again at local office, 6/23/16 spoke with Carolina Ft Lauderdale Asst Manager, 6/24/16 I called 3 times that day and was told she was out or unavailable. ** Called back 6/26 and 6/27 Note: Shauna answered the phone both days I called to speak to management and was told no one was available. Called on 7/11/16 spoke with Amanda. Finally 8/3/16 I called the customer service line again extremely frustrated with the complete lack of customer service and demanded that this be elevated the Rep was very helpful and she said that she put in a complaint for me reference# 25284395. She also put me in contact with the area manager (Sarah) cell# (954) 648-XXXX.

#4. On 8/5/16 I called Sarah and explained the whole story once again. She advised me to email her the documents to support the dispute and she texted me her email address, that is when the email below was generated. As you can see by the date and time stamped email below when it was sent. She never responded at all.! So I then sent her several texts (8/15 and 8/26) which I still have saved to my phone informing her that this was a friendly inquiry to ensure if she had received my email and had time to review it. She never replied at all once again. At this point I had become really busy again and life in general, so I basically chalked it up as a loss and vowed to never use your company again.

#5. Well while on a road trip to Phoenix for a NFL game from El Paso with my Fiancé, child and dog in the car my AC went out about half way there on a 6 hour drive at 105 degree temp. I call the dealership but the service department was closed on Sat 8/19/17, so upon my return home after this horrible weekend without AC, my dealership Scottsdale Arizona Ferrari and Maserati set up for my car to be picked up from my home on Fri 8/25/17. They also arrange and pay for me to get a rental/loaner car during this process. I call the local El Paso location provided to me by the Service Manager Mike from Maserati and was told by them that they had no reservation for me at that location or any other. I proceed to call Mike back and told him what the agent at El Paso Enterprise location told me. He assured me that he had reserved the car and took care of all the expenses due to my Maserati being under warranty. He said that he would call them and get this fixed immediately. Several hours pass and I get a call from the local enterprise location in which I had already previously called stating that they did “now have a reservation for me. I ask if they could come pick me up and they said no due to me being outside of that range. I live 6-8 miles from that office. I then ask what time did they close and was told 6pm, so I get a ride and show up at about 5:10pm. I was told to give them my license and credit card, I then informed the agent that this was of no charge to me and that Maserati was paying for it. He then told me that this was just for incidentals I agreed and provided them. After several minutes he calls over the manager and shows him the screen, the manager then tells me that they cannot rent me the car due to a hold on my me “Do not rent “ for a $70 charge from a previous rental. I explained to him all the above that I have told to I don’t know how many people over the last year and half! He said nothing was nothing he could do and for me” to call 1-800-rentacar”. I asked for a copy of the do not rent order and was told that they could not print it. So I took a picture of the screen and have that also on my phone.

#6. I did as he instructed right there and they did nothing, so I asked to speak to a supervisor who took down all my contact info and stated that someone would get back to me immediately after they looked into it. Several hours passed meanwhile I have no car and had not received a call back, I called back again spoke to a customer service Rep who took down all my information and I would get a call back. Now the entire weekend has pasted and I still do not have a car. I call back today 8/28/17 to customer service and after spending 30 mins explaining this all again, I get the complete run around again. Told to call the number on the do not rent order (954) 354-XXXX after numerous attempts I finally get a Rep on the phone and she then informs me that this is a different region and give me another number to call (954)762-XXXX. I call that number and that is when I reach Peter and I proceed to spend another 15 mins explaining this all over once again to him. He tells me that if I can show him a statement showing that the $70 was indeed paid that he would remove the hold so I could get my rental car. I then forward him the email below and he states that he was unsure about (See attached exhibit titled “Enterprise 2”). I proceed to explain to him that you can see on 4/30/16 they removed the charge from my account temporarily, thus also taking away the points I received. Then they once again placed the charge back on my account on 5/2/16 after they (Chase) ruled in favor of Enterprise for the dispute. After explaining this to him, he then tells me that he will now email Sarah to give her a chance to make this right with me. I disagree and say that as you can see as evidenced by her lack of a response to both my email and texts that she did not respond in the past, that I want this elevated.

He refuses to elevate my complaint meanwhile I am still without a rental car that Maserati is paying for. This whole ordeal has created an extreme hardship for me, taking an enormous amount of my time and placed a lot of undue stress on me.!! This was never about the money in the beginning to me and about the principle. I am a Disabled Combat Veteran who served for over 22 years in the Army and a Federal Investigator now, so integrity has always meant everything to me!!! This disrespect and foul treatment that I have received from your corporation will not go un-noticed and dealt with. I fully expect a call from someone in the upper echelon of your company on how you intend/propose on making this egregious wrong right by me immediately. I can be reached on my personal Cell# (321)961-XXXX.

Roosevelt Turner II RN, MBA
Investigator
U.S. Food & Drug Administration
El Paso Resident Post
Phone: (915) 771-7790 Ext 1111
Fax: (915) 772-2588
Email: roosevelt.turnerII at fda.hhs.gov

WARNING: This document is LAW ENFORCEMENT SENSITIVE and is designated for OFFICIAL USE ONLY. It contains information that may be exempt from public release under the Freedom of Information Act (5USC552). This document is to be controlled, handled, transmitted, distributed, and disposed of in accordance with FDA policy relating to FOUO information, and is not to be released to the public or personnel who do not have a valid “need-to-know” without prior approval from the sender.

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Enterprise Cares September 6, 2017 at 3:06 pm

Roosevelt Turner III, we appreciate it when customers tell us about their experiences. I assure you that it’s never our intention to inconvenience our customers. We would like to speak with you further. Please email ehiescalationscc at mailca.custhelp.com with your contact information, exact rental office location, rental agreement number, and the details above so we can address this. Thank you. – Carol H.

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Michelle Pinder August 26, 2017 at 11:25 am

I was in a not-at-fault accident and the insurance company decided that my vehicle was a total loss. I was told by the woman’s insurance company to go to you guys and I’d be able to pick up a vehicle. THAT in itself was a fiasco, so I probably should’ve known there would be problems. I really don’t understand how this company can do the things it does. And that’s exactly why I hate having anything able to just access money in my account and take out whatever they see fit. I’m tired of trying to resolve this irritating issue with the plethora of people who send messages through my Twitter account. Not to mention that I’d been calling the location I have the grievance with and never received a return call. It took me mentioning this company on TWITTER before someone got back to me. Really? I’m severely disappointed with my experience and I’ll NEVER rent a vehicle from here, nor will I allow any of my family and friends to do so either.

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Enterprise Cares August 29, 2017 at 1:54 pm

Ms. Pinder, I see my colleagues, Chris and Stacy, have previously responded to your post on TWITTER and we have escalated your concern to upper management at the Miramar location. Someone should be in contact with you soon. Please feel free to email us at ehiescalationscc at mailca.custhelp.com with any questions. Thank you! – Carol H.

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Cynthia Carothers August 25, 2017 at 7:09 pm

I rented a vehicle for a week and just returned it today. The first vehicle I was given, the oil meter read 5%. I was concerned because I also transport my daughter and did not want to risk something happening. I called the 800 number and was instructed to call roadside service. I was told by roadside that I could take the car back or get the oil changed myself. The only location available for a swap out was at Midway airport. Where the young lady was helpful and very nice, she swapped out the vehicle for an upgrade at no extra cost. I didn’t realize that she changed my contract from weekly to daily. When I took the car back today, the young man said I owed $41. I asked why and he said because I was renting daily, then he noticed the glitch and was unable to fix it. He said only a manager could change it back so that I wouldn’t owe and then receive my $50 reimbursement. No manager was on site and he days he would call. After an hour and half, I heard nothing and called back to the location, he gave the same reasoning that the manager was not there. I called again shortly before closing and was put on hold. It is now after closing time and I’ve heard nothing. For a fact, as I’m typing this, I’m still on hold. I’m very disappointed in this experience with Enterprise and doubt if I will ever use this company again. I want my $50 returned to me asap.

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Enterprise Cares August 29, 2017 at 1:41 pm

Cynthia Carothers, we’d be happy to look into this for you. Please email ehiescalationscc at mailca.custhelp.com with your contact information, the rental agreement or reservation number, the exact rental office location, the details above, and any other details so we can research this promptly. Thank you. – Carol H.

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Denise Williams August 24, 2017 at 9:49 am

I purchased my vehicle through enterprise n referred to a friend and family and they were satisfied as well. Recently my family member I referred enterprise too referred to her friend there to get a car at 7380 convention blvd Warren, mi location. She looked on lot for car, found one she liked however enterprise did not have the title for it n offered her another car, she didn’t want it. Enterprise then told her they would loan her that vehicle she didn’t want til the title came in for the one she does want. Offered her $100 for her trade in, Dodge Charger, then sales rep told her to wait til her friend comes in because he could offer her a better deal on her trade when he inspects her car. Drove unwanted vehicle off lot n the car died on her(supposedly new as well), was able to cut off n on n make it to the person who referred her to enterprise in the first place. A friend came over to look at it and jumped the battery. She called enterprise and told them the next day and was told to take the car to shop. She took it to Autozone n was informed it needed an alternator, (new car, has gone through inspections how does it need anything). Notified enterprise about it and they denied it. Next day she took car back to enterprise n left on lot since they were closed and put keys in drop box. Title came in for new car that she wanted and was informed of a different interest rate n rate through enterprise n not credit union who originally gave her a lower interest rate when qualified. Took new car, start having trouble with new car, Malibu n again informed to take to shop and if anything wrong they would fix it if it was and if not she’d be responsible. Was informed the new car needs new motor and there is a recall on the vehicle. Enterprise tells her it’s her job to take car if repairs and not them.

I feel horrible because I referred the one that referred her to buy there. This has been a horrible experience for her and she is at a lost. I feel that they are selling faulty vehicles and there should not be ANY problems with any of the vehicles prior to me buying it if it’s gone through an actual inspection. I WILL NOT REFER ANYONE TO THE WARREN ENTERPRISE CSR SALES AGAIN. I will also be contacting the BBB and the state if Michigan regarding asking lemons to customers! I am very displeased with this company!!!!

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Enterprise Cares August 29, 2017 at 1:36 pm

Denise Williams, Ttank you for bringing this to our attention. We would like to look into this for your friend. Please ask her to email Care at Enterprise.com with her preferred contact telephone number, sales details and all the details above so we can address this situation. Thank you-Carol H.

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Sheron Olden August 18, 2017 at 3:16 pm

First and foremost, John Noland, Manager on Campbell Avenue in West Haven, CT gave so much attitude, I thought it was personal. I thought I was talking to GOD and there was not anyone above him. Please Enterprise, stop sending CHILDREN to do adult work. Everything this man said was, because “I don’t feel like it”. The boy used “I” so much, I knew he was not creditable or capable to perform his job duties. My niece rented from there, but I CAN ASSURE YOU, nobody else in this family will rent from them until ADULTS are present and working your facility who do not believe they are above the law in which your organization has set forth. I really believe John Noland violated and continue to violate the rights of people based on prejudice (pre-judgement). Who wants to do busy with a BRAT!

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Enterprise Cares August 22, 2017 at 4:38 pm

Sheron Olden,we’d like to help out. Please email ehiescalationscc at mailca.custhelp.com with your contact information, exact rental office location, rental contract information and the details above so we can address this situation. Thank you. – Carol H.

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Krystle harris August 17, 2017 at 9:02 am

out of the 22 years I have been renting cars with Enterprise this by far has been my absolute worst experience ever. Orland Park IL location located on 159th. I had my rental since May the day I picked up the car it was not ready I came to the location at 9:30 and didn’t leave until 11:30 due to them saying they did not have any cars available and they apologize will provide me with a discounted rate due to the wait time so I was ok, also the quote I was quoted wasn’t what i had to pay, the rep that helped me out originally was great. So I end up having to have the car longer then expected, due to the original issue I was able to keep the discount that was given due to issue. so weekly I’m calling in making payments to them of the weekly amount, watching the payment be deducted from my bank account with confirmation number. woke up one morning to a full payment taken out of 530.00 which was a double payment totally up to the multiple payments I made that I called in to them which caused my bank account to go into an overdraft. I contacted enterprise right away to inform them of this issue and the “so called manager Kris/Chris” was extremely unprofessional on the line, I was so upset you would already imagine that waking up to see a payment taken off after you have proof showing that those payments was already made. while speaking with chris on the phone he raised his voice and also released the line on me several times. so I decided to go into the location which chris pulled me in a room and called his district manager to confirm charges was taken twice while sitting there he was on his phone laid back in his chair speaking to me very condescending district manager confirmed payments was taken twice still no money has been refunded back to me, there was no apology or anything but he was trying to tell me everything I did wrong no accountability was taken on his end nor enterprise, I was told that when I called in the payments weekly they take the payment off the card but hold it as if it was never taken but then at the end of the month will take one lump sum!!!!! now tell me where does that even sound right. so now my bank account is overdrawn 500.00 due to them

being that I have had the car until july 29th the two reps that I have spoken to Chris and Jacob has been extremely unprofessional there are hidden charges in my contract. yesterday another payment was taken off my card without my consent and when I called yesterday and today I was informed it was for a balance owed and finance has the right to run any card that was used in the past to make payments to collect their payments. Not one time was a voicemail left or multiple calls made and I will post my phone record. I spoke with Jacob today 8\3\17 at 7:45am and asked him to break down the charges on why I was billed he continue to say because the contract was behind this is what you owed, could not provide me with dates when I asked when I made this payment what date did it take me up to, his response was we don’t have that information all I know is you owed a closing out balance and we took our money I continued to ask him for dates and by this time you can imagine I’m livid, I asked for an email copy sent to my email and he responded I can do that I provided him with my email address and then he said he will send it over as he is raising his voice and then he hung up on me.

this by far has been the worst experience in my life, unprofessional customer service, hidden charges with no explanation double charges and now I have an affected bank account due to enterprise.

I will never in my life refer or rent from them again, my history of renting cars I have used several of their locations so as my parents and never received service like this.

Sent from Mail for Windows 10

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Enterprise Cares August 22, 2017 at 4:09 pm

Krystle,
Thanks for your feedback. We appreciate it when customers tell us about their experiences. I have forwarded your comments to our Illinois Regional management and our team at our Orland Park 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 #170822-004766)

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Pamela Benton August 17, 2017 at 5:01 am

I recently rented a car from Enterprise located in Lithonia GA and the one that assisted me on my rental, as well as my return was Mr. Townsend, who was such a joy to work with, and one that I would Highly recommend. He went above and beyond for me the customer to make sure that the entire rental was stress free, which worked out for me, since I was so stressed with even having to get a rental car. So to sum up my experience with Enterprise is to say that Mr. Townsend is a Great Asset to your company, and anyone that I know that is looking to rent a car, I will send them that way to see him. Kudos to you! Keep up the good work!

Sincerely: Pam Benton

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Enterprise Cares August 22, 2017 at 4:39 pm

Ms. Benton, thanks for taking the time to share your great rental experience with us! We’ll be sure to pass this compliment along. See you next time! – Carol H.

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Claranetta Wiggins August 15, 2017 at 12:24 am

In 2005 the car I rented was stolen I filed a police report and gave a copy to enterprise in Pensacola, Fl. But Enterprise didn’t press charges against the person. When the police did get the car,the car wasn’t bodily damage it was dirty. Instead of enterprise charging him for damages they tried to charge me. This happened in 2006. Here it is now 2017 and they have me on do not rent list. If they would’ve press charges against for stolen vehicle whatever damages was done he would’ve been liable for it. I want my name remove off they list for do not rent.

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Enterprise Cares August 22, 2017 at 3:19 pm

Claranetta Wiggins,
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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Chris August 14, 2017 at 3:44 pm

Customer Complaint Reference # 27779918
Rental Agreement (Modified) # 636617870
August 5, 2017,
I am an unsatisfied customer after my recent experience with Enterprise Rental from the JFK Enterprise Office on August 5. After I was told on the phone that Enterprise would honor my rental reservation originally scheduled for Aug 5 at the Bangor Maine location, I was shocked to discover that Enterprise would only rent an upgraded vehicle at the prevailing rate.
Once I got to the Bangor, the Enterprise location was closed for the day leaving me with few options to continue my travel.
After multiple phone calls to multiple offices I was left without a workable solution from an Enterprise location. I contacted Rachel in Bangor and the manager in the JFK location. Each one told me they could not help but that I needed to contact the other location. I contacted the Corporate office to seek a solution with no answers provided. I was assured by the Customer Service representative at the Corporate location the the Manager from the JFK location would contact me to help. as of today 8/14/2017, no response.
The Bangor location closed 5 minutes before I could arrive and seek a solution without success. The office closed promptly at 3:00pm even though I called several time to update my location and situation.
Relief came from the National rental location located inside the Bangor airport.
Danielle Gray was very helpful and offered a solution for the issue at hand.
Enterprise should have honored my reservation pricing. Because of their lack of concern for customer service I incurred additional expense on my travel plans. I did not intend to pick up a car in JFK but unfortunately was left at the airport by Delta.
I realize that this is not an Enterprise matter but I am very disappointed in the way I was treated as a customer in a difficult situation, not as a result of my poor planning.
Too bad there was not anyone with enough authority to help bring a satisfactory solution. I have worked in the Customer Service world for many years and I don’t think this was handled in a way that reflects the Enterprise corporate expectations.
Danielle Gray understands customer care and is a great asset to the Enterprise organization.
I have a screen shot of the original reservation I made on the Enterprise website on June 5. Once the JFK attendant modified my reservation, it seems no one could locate the prior reservation information.
Thank you for your time
Chris
Charlotte, NC

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Enterprise Cares August 22, 2017 at 3:17 pm

Chris,
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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Shaquinta hill August 12, 2017 at 10:10 pm

I had the worst enterprise experience I receive Jeep Compass vehicle threw geico insurance company I went to look

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Enterprise Cares August 22, 2017 at 2:57 pm

Shaquinta hill, 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. Thank you. – Carol H.

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TIMMY SMITH August 10, 2017 at 2:54 pm

im very unhappy with the wichita kansas down town location my wife picked up suv and it smelled bad we had it for over 2 weeks it went through are insurance they sent me a bill i called they said insurance is paying we had 0 balance we got another bill i called again they said insurance is paying dont worry we owe nothing we got another bill they said if we do not pay they could take further action so we called again they said we owe 0 ballance they
called today they Allison told my wife if she did not pay they would turn it over to collection I
called and talked to the mgr she was nice allison did not read all the notes befor calling and got rude and now were back to square one they called insurance they said they did not get bill now i will not ever rent from this car company again i told them you dont have good credit score by not paying your bills

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Enterprise Cares August 22, 2017 at 2:00 pm

Timmy Smith,
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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Jack Parrott August 9, 2017 at 7:46 am

I have been renting cars from Enterprise for a very long time. My rentals are not just a day or two its for months at a time. The current one has been for over 4 years straight. But the past month has been a total nightmare. I have been trying to exchange the current car and getting no where. I have been trying to get the local office to have the manager to call me but this has gotten me no where.

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Enterprise Cares August 22, 2017 at 1:56 pm

Jack Parrott,
Thanks for bringing this to our attention. We’d like to help out.
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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ROB c. August 8, 2017 at 1:52 pm

It is one thing to wear latex gloves when receiving the car from me, It is another to violate my HIPPA rights but to call me a fag when I can hear it is just to much for me. If your a member of the LGBT community or a decent human being avoid this company….,.,,,

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Enterprise Cares August 22, 2017 at 1:54 pm

Rob c.,
We take such concerns seriously and would like to speak with you directly regarding your experience. Please send us a detailed email to ehiescalationscc at mailca.custhelp.com include the exact rental location, your contact telephone number, any 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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william ashton August 8, 2017 at 1:34 pm

I have an issue that so far has not been dealt with, as all of us that rent from you we do because we feel there is a professional courteous value behindd ther scenes, however in my case for whatever reason I have not been helmingped to resolve my issue of a lost set of glasses. I returned my rental to the Dedar Rapids airport June 24, I left glasses inside the vehicle. The glasses were found and I was told to send an envelope with a priority mail mail box inside, self addressed and with postage applied. This was followed completely, now August 8, 2017 and still nothing, numberous calls to your customer service center have noit resolved the issue, I placed several calls to your staff at the airport and they have responded, yes we have your glasses but I’ve only been here a few weeeks and “am not familiar with how to put glasses in the box and deposit into the mailbox”. I ask that someone here reading this forum take charge and help resolve this issue. I rented a luxury car and would hope the service was the same. The confirmation number was 747039517- Rental return date June 24, 2017
PLEASE HELP RESOLVE THIS ISSUE-

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Enterprise Cares August 22, 2017 at 1:51 pm

Mr. Ashton, thanks for contacting us about this. Our offices do their very best to locate left behind items and return them to their rightful owner. You can file a Lost & Found report using the link provided here. bit.ly/29HbDJs
I have forwarded your comments to our team at our Cedar Rapids 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
Incident ID is: 27744518

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Vita Walgurski August 7, 2017 at 6:39 pm

On 7/17/17 I reserved a one way rental from Middletown, DE (CF# 8gw46v). When I picked up the car it was a nightmare. My original total price was to be $265 and ended up being $502. I had 2 major credit cards (not debit). I had enough to pay for my rental car on both cards. When I left my card was declined due to a $400 deposit. I asked if my credit card could be split: put the total charges on one, and the deposit on the other. NOPE. We ended up having to put the rental in my daughter’s name as a primary driver. I had to pay a $100 for additional driver Then THREE hours of messing around at the store we were ready to go. The car was packed. I was saying good bye to my daughter and grandchild. We walked around the car and the sales manager told my daughter, if I was driving the car her insurance would not cover me and she’d be responsible for any damages. My daughter was bullied into purchasing the Enterprise insurance. I told the manager absolutely NOT! My daughter being in the military and having a young child was scare to death of what might happen, so she opted for the insurance. The manager did not call either of our coverage insurances to verify if we had rental coverage, nor offer us a waiver. I had to go to an ATM and withdraw $500 to pay my daughter back. All the cash I had for the rest of my trip. Because I detained three hours, I didn’t arrive at my destination until late at night. The next day, I called my insurance and as I thought – I as covered. I called Enterprise Customer Service and was told “no problem” by CS the insurance coverage would be removed, but it could only be removed at a Enterprise counter. Customer Service said I could get it done when I returned the car. OK so I returned my car, and the man at the counter said only Middletown could remove it. I called Middletown several times and finally spoke with the manager who was not budging. She said she “lost” money on my rental? Excuse me, but we ended up paying $100 more (not counting the insurance). I filed 2 complaints with Enterprise, once on 7/23 and the other on 7/31 that were to go to the Area Manager. Both complaints were never addressed to me. You want to know the funny thing?????????…………… at the end of the day, the Middletown Enterprise split my daughter’s credit cards for payment. If she would have done that for me, I would have been happy and on my way.
I want the insurance reimbursed. As many times as I’ve called to remove it, there’s no reason to be charged.

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Enterprise Cares August 8, 2017 at 3:50 pm

Vita Walgurski,
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 Middletown 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 #170808-005291)

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Vita Walgurski August 9, 2017 at 4:15 pm

Thank you so much Carol. The area manager did contact me this morning and resolved my issues quickly. I am very satisfied with the outcome. I just wish dissatisfied customers did not have to go to such lengths to have their voice heard. The local offices should always be compassion and listen to customers concerns. Please be sure to thank John the area manager for contacting me so quickly.

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Enterprise Cares August 22, 2017 at 1:37 pm

Vita, I’m so glad to hear John contacted you quickly and was able to address your concern. Please feel free to contact us again any time if we can help out. – Carol

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Theodore w Price August 6, 2017 at 2:32 am

Hello all.
I am a new member to enterprise family,If I may I would like to make a suggestion respectfully,I am a bus driver at love field in Texas,many times in my short 3 months I have talked to employees and older/disabled customers,my request may be something already in effect but I haven’t seen it.We need wheel chairs at the rental location,not just at the airports when people are picked up,but physically at the off airport sight location.They come to my bus in a wheel chair but once I get them to the location from the airport we don’t have a wheel chair to continue to help.There are many reasons to have a wheelchair at locations like mine,This would also include a baggage cart to help older/people with excessive baggage.This is just for your consideration.

warmest regards
Ted Price

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Rashad Orr August 4, 2017 at 3:36 pm

Guys, if you have anything important to do or place to be. Do not rent for Enterpise, I reserved a vechile 48 hours in advance for pick up @ 10 am EST. My wife shows up to get it the car and there no SUV available. Now, instead of someone jumping to help her and find a vechile. They sat right there and told her to come back when they find one. It may take 5 minutes to 3 hours…smh. I attempt to call the regional office 954.762.4005, there was no answer. Then I called escalations and all they can do is send a message to the regional office. She then informed me that I have to wait 48 hours for respond. Now, can someone tell me how does that help my situation? This is the most unprofessional company I have evr dealt with. I will never use this service again. FYI, be very careful when using Enterpise Rent- A- Car services. Hopeful, someone will contact me inthe next two days and I can get accommendated. But my hopes are not high, I want to thank you for making miss out on the most important opportunity of my life.

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Enterprise Cares August 8, 2017 at 3:33 pm

Rashad Orr,
We would like to speak with you further. Please email ehiescalationscc at mailca.custhelp.com with your contact information, exact rental office location, rental contract information and the details above so we can address this situation. Thank you. – Carol H.

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Jackie N August 4, 2017 at 2:33 pm

My husband and I rented an Enterprise car for our family reunion last month during the 4th of July holiday. On our way back home to Hobby International Airport I unfortunately left my camera under the seat of the passenger side of the car. Approximately 20-30 minutes after arriving at the airport, I remembered I didn’t get my camera. So I immediately called Hobby and told them the situation and asked if they could check under the seat of the car and retrieve my camera. They asked if I would be able to come back to Enterprise if they found the camera. I told them no as our plane was boarding. They told me they would call me back. I never heard from them. So when I arrived home I called back to see if they had found my camera (called them several times). I was put on hold for extended periods of time (transferred to Bush International) …once I was on hold for 52 minutes. Poor customer service at Bush International Airport. I was eventually able to talk with Kaci McCarver, who at least tried to resolve my problem. Thanks Kaci! I was told by Kaci there was only one renter of the vehicle from the time I called and the time the rental car was returned. Unfortunately, my camera was not found. My concern is my initial phone call to Hobby and the constant transfers to Bush International. Had Hobby staff checked the car when I called the first time, my camera may have been found. The worse part is that the 125 pictures I took at our family reunion is NEVER replaceable.

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Enterprise Cares August 8, 2017 at 3:24 pm

Jacki N., thanks for contacting us about this. Our offices do their very best to locate left behind items and return them to their rightful owner. You can file a Lost & Found report and view information about items located by using the link provided here. htttp://bit.ly/29HbDJs
For our assistance, send us a detailed description of your camera, your contact telephone number and email address to ehiescalationscc at mailca.custhelp.com and we will pass this onto our management team. – Carol

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Jim Lyle August 3, 2017 at 3:56 pm

I had a bad experience with the Enterprise Car Rental service in Bastrop, Texas. We had made reservations to pick up a car today aug.3, 2017. We we called and was told the car would be ready a little after 10am. We drove to Bastrop as the “we pick you up” phrase is decptive as they didn’t want to pick us up. When we got there the car wasn’y yhere and the manager Steve came in with a attitude abd said I got a car being returned in a few minutes. Then he said lets fill out the paper work while you wait. when we gave the girl at the counter our info and our credit card, he got an attitude when i ask what the credit card was needed for. He said it was for incidentals. Then i questioned him about the pick up to get the rental. He told me it would cost him money and was outside the 20mile pick up area. I told him thats not what Enterprise advertises. He got mad and through my paperwork back at me and told me I could leave.. If this is the way Enterprise treats there customers, much less a handicap customer, then they need to kiss my butt. Rented from you guys in the past and NEVER had this kinda problem. Little insight, won’t happen again!!
a

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Enterprise Cares August 8, 2017 at 3:19 pm

Jim Lyle,
We would like to address this with you directly. Please email ehiescalationscc at mailca.custhelp.com with your contact information, exact rental office location, reservation number and the details above so we can address this.
Thank you.
Carol H.
Social Monitoring

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shontavia valdes August 3, 2017 at 8:00 am

After getting into a car accident, the at fault insurance company instructed me to pick up a vehicle from Enterprise located at 2150 S State Road 7, Miramar, FL 33023. Phone #954-987-3224. I have had a horrible experience from start to finish. To start, I was told a shuttle was on the way to pick me up from home. One hour later the driver had not arrived. I called Enterprise and an employee gave me excuse as to why the driver was not there. The driver showed up 1.5 hours after the designated pick up time. After receiving a Hyundai Sonata, I notice that the vehicle had over 40,000 miles. I did not mention anything to the representative because I assumed that the vehicle would run properly and I was pressed for time due to the late pick up from the Enterprise shuttle. Shortly after leaving Enterprise, I noticed that the vehicle was riding rough and making a loud noise. Please note that a representative from Enterprise retrieved this vehicle from a different location. It is safe to assume that they were aware of the vehicle’s poor condition and rented it to me despite the obvious signs that something was wrong with the vehicle.

My husband returned to Hyundai Sonata to Enterprise (2150 S State Road 7) and received a Toyota Camry. This vehicle was in good working condition. After use, the Toyota Camry was returned to the enterprise located at the dealership that repaired my privately owned vehicle (POV).

I checked my credit card statement on 7/31/17 and noticed that Enterprise charged me $18.60. I contacted Enterprise 954-987-3224 and a representative advised that the Hyundai was returned with inadequate gas. Rolando (my husband) and I were on the phone with the representative who then turned the phone over to the manger, Michelle. We both explained to Michelle that the car was returned with the proper amount of gas and that is an error of Enterprise. Michelle advised us that she contacted the employee (Jesse) who handled the transaction and the chargers would remain. We asked Michelle if Jesse could be placed on the phone. She advised that he was not there and would provide the necessary information to contact Jesse. It was a difficult process and several questions from us to determine that Jesse was located at a different Enterprise and currently at work. Since Michelle was of very little help and lack the impersonal skills, I suggested that Rolando go to Enterprise located at 18990 NW 2nd Ave., Miami, FL 33169 and speak with Jesse since he was the person who inspected the Hyundai Sonata when it was returned.

Rolando met with Jesse (Enterprise employee) at the Miami location and it was determined that the Hyundai Sonata was returned with the proper amount of gas and the charge will be refunded. I contacted Michelle several hours later to verify that she received the information Jesse. A representative answered the phone and I requested to speak with Michelle. I gave the representative my name and she told me that Michelle will call be back later because she is busy. I explained to the representative that I wanted to know if my situation was resolved and if my money will be refunded. The representative did not help me. I advised the representative that I will call back in thirty minutes if I have not heard from Michelle by then.

Thirty minutes later, I contacted Enterprise and a representative put me on hold after I asked to speak with Michelle. I was on hold for twenty minutes before I decided to call enterprise from my cell phone while remaining on hold on the other line. Another representative placed me on hold after I requested to speak with Michelle and provided my name. After being on hold for over thirty minutes (on the original line), I hung up and called Enterprise back immediately. During this call Michelle answered the phone. I explained to her that I have been on hold on two different phone lines for over thirty minutes waiting to speak with her. She advised that she was busy is she is basically running the office by herself because all her employees are new hires. I stated that’s fine, but I am a customer as well and should be a priority too. I also explained that based on our earlier conversation she was aware of what I needed and it would literally take a minute of her time to let me know if she spoke with Jesse and would be refunding the charge on my credit card. Michelle became argumentative and went on to tell me how busy she was. I told her since she is so busy and she obviously does not want to deal with me please advised when the refund will reflect on my statement. She told me that I needed to change my tone as if I was being unreasonable. She told me that the refund should reflect on my account in 24-48 hours and if I do not see it in my account I need to call my bank and not Enterprise. I stated that if my funds are not there I will be calling her back because the error was caused by Enterprise. I hung up the phone while Michelle continued to talk because she continued to be unprofessional and wanted to argue.
I checked my account on 8/3/17 and the funds from Enterprise have yet to be refunded. Although I cannot prove this, I personally feel that Michelle purposely have not processed my refund.

I called Enterprise (305-653-1557) on 8/3/17 at 735am. This enterprise is located at 18990 NW 2nd Ave. Miami, FL 33169 and the location where Jesse is employed. A representative named Melissa answered the phone. Melissa advised that Jesse will be into work at 8am but she offered to help me. I explained the situation to Melissa and she checked the system to see if my refund was processed. Melissa advised that she was not able to locate a refund in the system. I thanked her for her assistance and advised her that I was contacting Enterprise Corporate Office reference this incident. I also advised that I will call back after 8am to speak with Jesse.

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shontavia valdes August 3, 2017 at 9:00 am

At approximately 806am today, I contacted Enterprise located at 18990 NW 2nd Ave., Miami, FL 33169. I spoke with representative John Moss. Jesse was not available to assist me but Moss was amazing and assisted me with every question I had. He checked the system and my refund was not reflective on the account. Moss spoke with Jesse and it was assumed that Michelle from (2150 S State Rd. 7) processed the refund. Jesse granted Moss permission to process my refund while I was on the phone with him. Moss sent me an email confirmation to show that the refund was processed. I will check my account next week to ensure that the refund is completed. I appreciate the service I received this morning. Melissa and Moss were very professional. Unfortunately, employee/managers like Michelle gives the entire organization a bad reputation. I am wise enough to know that one person doesn’t reflect the attitudes of all in an organization. But poor customer service will spread if it is not addressed. Thanks to Jesse, Moss, and Melissa for turning lemons into lemonade 🙂 Have a great weekend!

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Enterprise Cares August 8, 2017 at 3:11 pm

Shontavia Valdes, we appreciate it when customers tell us about their experiences and would be happy to assist you. Please email ehiescalationscc at mailca.custhelp.com with your contact information, exact rental office location, rental contract information and the details above so we can address this situation. Thank you. – Carol H

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T. Webb August 2, 2017 at 11:20 am

On July 31, 2017, I picked up a car reserved by my employer from your Blountstown Highway, Tallahassee, Florida location. After a small wait, I was handed a piece of paper and a car with multiple areas of damage. I was frustrated with the idea of waiting longer and sympathized with the room full of even more frustrated customers, so I accepted the car since all the damage was indicated and typed on the rental agreement. The fact that it was typed and printed suggested that this was the tragedy the branch planned to provide to me from the beginning(not from what is on the lot at the time of your rental which is suppose to be your policy). The car rode a little rough and then warning lights came on. The low tire warning light came on and stayed on. This concerned me as I was preparing for a 5-hour drive, alone and in rainy weather conditutions. I returned to the rental site which had since closed; however, staff was still on site and the manager was still inside. I explained the situation to staff cleaning cars and asked if the manager could arrange to exchange the car. Staff went inside and spoke to the manager. The manager did not come outside and speak with me; instead the staffer was told to tell me the facility is closed. Stranded outside. I called your 1800 number. I was transferred to Road Assistance and after about 20 minutes finally referred to the airport location to exchange the car. To add insult, 7 employees of Enterprise (1 female and 5 males) passed by me, sitting on their lot, none of which stopped to assist. I have reported this experience to my employer which set up a special office to manage our contract with Enterprise and assist the more than 100,000 employees that now potentially rent from your company.

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T. Webb August 2, 2017 at 11:49 am

should say 7 employees (1 female, 6 males).

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Enterprise Cares August 2, 2017 at 3:34 pm

T. Webb,
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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KHIN August 1, 2017 at 3:51 pm

I MADE A RESERVATION FOR 15 PASSENGER VAN. I GET A PHONE CALL TO CONFIRM THAT I WILL BE PICKING THE VAN A DAY BEFORE . THE NEXT DAY I’M GETTING READY TO PICK UP THE VAN. THEY TELL ME THAT THE VAN IS NOT AVAILABLE AND THAT I NEED TO AN ALTERNATIVE. I TOLD THEM WHERE AM I SUPPOSE TO FIND A 15 PASSENGER VAN ON THE SAME DAY WHAT WAS THE POINT FOR YOU TO CALL ME AND CONFIRMING EVERYTHING ME YESTERDAY. ALL THEY TELL ME IS THEY SORRY AND THAT CAN’T DO ANYTHING. AND THEY GUY WAS REALLLY RUDE AND MEAN I WANTED TO SOCK HIM…ALL I CAN SAY ENTERPRISE SUCKS AND WILL FAIL YOU CAUSE IT HAPPEN TO ME TWICE..I WILL NEVER USED THEM OR ANYTHING COMPANY THAT WITH THEM LIKE ALAMO, NATIONAL ALL THERE CUSTOMER SERVICE SUCKS NO ONE REALLY WANTED TO HELP KNOWING IT THERE FAULT. WHAT IS THE POINT OF MAKING A RESERVATION.. THEY NEVER HAVE THE CAR THAT YOU RESERVE. THEY CALL YOU THE SAME DAY THAT THEY DON’T HAVE THE CAR. INSTEAD LETTING YOU KNOW BEFORE HAND. SO THERE FOR THEY SUCKS AND SHOULD BE CLOSED DOWN.

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Enterprise Cares August 2, 2017 at 3:28 pm

KHIN,
we are focused on ensuring that all of our customers receive their reserved vehicles and assure you it is never our intention to inconvenience a customer. We make every effort to accommodate their needs. I’d like to pass your information along to someone with authority so that they are aware of your concern, please send your contact telephone number and email address, reservation number, the exact rental office location and any additional details in an email to ehiescalationscc at mailca.custhelp.com.
Thank you.
Carol
Social Monitoring Coordinator

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Marc Messineo August 1, 2017 at 10:59 am

I am reaching out to you for assistance. I have used Enterprise for my car rental needs for both business and leisure trips. At one point I reached the Gold Plus tier based on all of the rentals I made. For the last 8 months however, I have been unable to travel for work or pleasure for some unforeseen circumstances. Imagine my dismay today when I went to book travel followed by a rental car to discover that my points with Enterprise expired.

The decision to not travel was not on that was made by me. The last 8 months have been rough to say the least. My mother passed away, I fractured my foot in 2 places that required emergency surgery and I have been out of work.

I was planning a trip to Orlando in honor of my mother, as that was our first family trip. I wanted to remember her with my brothers and my dad at one of her favorite places to visit. She loved Florida and enjoyed spending time at the Resort with her family. Cancer is a merciless disease and unfortunately she lost her battle with it.

We are planning to fly into Orlando on 8/16/2017, rent a car, and spend a few days at her favorite Resort. We would be dropping off the car on 8/20.2017 and returning home. I wanted to use my points to help defray some of the costs associated with renting a car as I am trying to cover all of the costs of this trip for my Dad. From what I could see I had 1917 points that expired on 12/26/2016.

I was wondering if there would be anyway for you to add them back into my account in order to assist me with renting a car from Enterprise. We typically rent a Mini-Van since my Dad uses a portable scooter for mobility so its typically more expensive than your typical car rental. The points would seriously help.

Being in the customer service industry, I would also consider extending the point expiration time frame to greater than 1 year. A lot of companies understand the importance of customer loyalty and those with point programs have some sort of rolling expiration time frame that makes it a little easier to use points rather than a year and lose it type mentality.

Being injured, there was no way I was able to walk, let around travel or rent a car. It just seems in poor taste to have should a hard stance on expiration time frames for reward points. This certainly drives businesses to other organizations that have less stringent policies.

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Enterprise Cares August 2, 2017 at 3:24 pm

Marc Messineo,
We understand how frustrating this must have been for you. If you have questions about our Enterprise Plus program, please use the link provided here. http//bit.ly/1nZQF3p
To speak with us further, please send a detailed email to ehiescalationscc at mailca.custhelp.com with the exact rental location, your contact telephone number, email address, mailing address, date of birth, and any rental agreement or reservation numbers so that we can research this promptly.
We look forward to hearing from you.
Regards,
Carol H.
Social Monitoring

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Hipolito Quiles July 26, 2017 at 12:08 pm

With my comments I’m keeping a promise I made to Asst. Mgr. Nicole, at your Enterprise facility in Thousand Oaks, CA. You have an excellent team, that has always gone way beyond my expectations of service. This last time, I needed a vehicle since my car was in the shop for a few days. I got a week rental, because I had Jury Duty on 7/10 it was determined that I get it from 7/8 to 7/15. The Hyundai Accent filled my needs, it was economical and very reliable. When I had to return it the Enterprise Office was across the street from the shop. I also remember that my rental in January was due to a suggestion to rent it to go to the airport without hassles and on my own time. That suggestion also worked out perfectly. In conclusion, I wanted to commend your teams in Thousand Oaks, CA., for always providing excellent service beyond the box. I’ll keep Enterprise as my first choice, when renting a car.

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Enterprise Cares August 1, 2017 at 1:40 pm

Hipolito Quiles, thanks for taking the time to share your great rental experience with us! We’ll be sure to pass this compliment along to the team in Thousand Oaks. See you next time! – Carol H.

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Edwina Galvan July 24, 2017 at 11:38 pm

Upon arrival @ PDX on July 20, 2017 in the morning, my brother (who made the initial reservation) received a voicemail from Josh @ the Hillsboro office that he could not accomodate his reservation for a van. I returned his call, stated that they are in shortage and trying his best to find us a van. Since we were @ the airport, I asked Josh if he could contact them if there was one available here. After a long hold, he couldn’t reach any manager at the airport. I informed him that we are at rental office and could give my phone to someone at the PDX office. He said that would be great. I approached someone at the counter and informed them that I have Josh @ their Hillsboro branch and he had been trying to reach them. After Josh spoke to a female customer service, they were able to provide us with a white Dodge caravan. I was added as an additional driver by my brother. Our problem started on the night of July 23rd after trip to Seattle. Maybe few miles to our hotel in Hillsboro, I smelled something burning coming out of vent on the van. I saw the gage on the panel going up. Informed my brother that we should report this tomorrow. On the morning of July 21st, spoke to Jordan (stated he was the Assistant manager) that the car is over heating. He stated their were no cars available to accomodate 6 people, will try his best to find one and will call me back. I asked how long will that be, he stated not sure. I told him that this is a family vacation and we had planned this for awhile. We all came from different states. I even spoke to Maggie their branch manager our situation. She stated she understand and will give us a discount for our lost time. She never called back but Jordan did. He found us a comparable car but we need to go with the tow truck driver to Portland and pu the car. I told him I don’t feel comfortable going inside a car with someone I don’t know and should send someone to pick us up, This is their fault not ours. Why should we be responsible for going to airport since this is your responsibility? After 2 hours wait (this is now 2:00pm) Mitch from Hillsboro Toeing showed ip. He said he’s only their to pu the van not people. He’s not a taxi driver. Called back Hillsboro branch and spoke to Josh. Told him that Mitch is not willing to take any of us. Gave the phone to Mitch and told him that it’s gtheir responsibility to take care of us not his. That you ruined our vacation and be responsible enough to send at least an Uber or taxi to pick us all up. Feeling sorry for us, he said he’s willing to take one if us. Josh then said that I couldn’t go, it has to be my brother who should go since he initially made the reservation. I told Josh what about our lost time and travel? Told him we should be reimbursed for our lost time and bonding with my family. He stated I should deal with their PDX branch since that is where we are picking up the replacement car. At 6:00pm, my brother came back with the car. Askefd him if he spoke to a manager, said no. He was just too tired exhausted and was in traffic the whole day. The guy just told him he’s giving him a 20% discount on our bill. Told him we lost a day and reservation to our day’s itineraries. Getting inside the Dodge SUV car, this car is no where in comparable with the Dodge caravan. This is smaller, no navigation system and no power. This is a downgrade from my brother’s reservation. It was not comfortable and couldn’t even fit our luggages. I think 20% discount is not enough to compensate us for lost time and bonding with our family. Maggie or Jordan or Josh never gave us a call back. You should up your customer service and be responsible enough to check the maintenance of each vehicle before you pass it on to the next person who rents it. This is unacceptable!!!!

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Enterprise Cares July 27, 2017 at 1:35 pm

Edwina Galvan,
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 Portland 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 #27703880)

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David Kutz July 24, 2017 at 5:58 pm

I rented a car from Alamo at the Springfield Missouri airport on 5/21/2017 at 11:50 pm and returned it on 5/23/2017 at 7:32 pm, rental agreement # 635690604. I flew in with my wife and two kids to attend my father’s funeral, who passed away suddenly on 5/18/2017–I attended the funeral on 5/22/2017 at 10:00 am in Pierce City, a small town not to far from Joplin. Our flight had been delayed three times and we were pretty tired by the time we arrived in Springfield as well as pretty emotional because of my father’s passing so we forgot to go over the car thoroughly (big mistake). In June we got a letter from Tiffany J. Lear at Alamo’s damage recovery unit requesting a check for $5,381.23 for hail damage that supposedly occurred while the car was in our possession (claim # 10874373). We were shocked because there was no hail where we were or even any severe weather. We did notice some hail damage on 5/23/17 when I saw the car from my condo balcony two floors above it but didn’t report it because it was tornado season and we assumed that Alamo was holding off fixing the car until after tornado season was over. We called Tiffany Lear and asked that they look into it further because there was no hail where we were when we had the car. She said she looked into it further and that we would still be held responsible. So, I did some investigating myself and found out that the nearest hail reported during that time was 200 miles away in Moberly Missouri. Tiffany also informed me that she was the one that did all of the investigating for the branch and submitted her findings to the branch and the branch made the decision to go after us. I think I am dealing with someone that doesn’t want to admit that her research was faulty or I am dealing with a branch that wants to collect from someone and doesn’t care about the facts. There was, however, severe weather in the area a few days before we rented the car. I am very frustrated and will not stop trying to find someone smart or honest enough to look at the evidence and to see that there is no way we should be responsible.

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Enterprise Cares July 27, 2017 at 1:11 pm

David Kutz,
Thanks for your feedback. We appreciate it when customers tell us about their experiences. I have forwarded your comments to our Missouri Regional management and our team at our Springfield Airport 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 #27680625)

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Rebecca Ashworth July 24, 2017 at 12:30 pm

First let me start by saying the young lady at your Pensacola Airport office was very professional but really unable to assist.
I am a previous employee for the Tennessee Admin office under Roger Price. I use Enterprise when ever I am needing a rental and feel I have always received good service. Unfortuniatly this was not the case my last rental. I reserved a Premium SUV for pick up July 19th through July 23rd. My husband and I, along with 4 other friends were coming to Florida to celebrate my 10 year anniversary. I called on the 17th of July to confirm my reservation because I knew space was an issue with 6 adults and luggage, and I do remember how the rental offices worked. I was assured that my SUV would be waiting for me and our party.
Well, after a wonderful flight we arrive and are told that they don’t have the vehicle I had reserved, but that they did have a Dodge Journey with a third row. Now please keep in mind we have 3 grown men and 3 grown women plus luggage, no children, this vehicle would not even hold us none the less our luggage too. My husband and I own a auto repair shop in our hometown, we are very familary with vehicles. When asked what else they had, we were told they had an suv but it was already rented, but not gone from the location. Now I ask you, how is that possible? Then we inquired about getting one from another rental agency, and was informed we couldn’t do that. Mind you, several rental agencies there had SUVs. We then were told there was a caravan (minivan). By this time it was almost two hours later and we wanted to get to our hotel in Fort Walton. We did accept this vehicle but was not happy with the entire situation. I called prior to our pick up day to insure we were going to have a big enough vehicle, I went out of my way to use Enterprise because of my past with the company, and the embarrassment of being told we had to drive a minivan. If I wanted a minivan I would have rented one. We take several business trips each year meeting with potential customers and all I could think of is how embarrassing it could have been. I am thankful it was a group of friends this time. I will choose my rental agency’s in the future very carefully. I am disappointed in Enterprise and feel this should not have happened considering the extra step taken. I will be reaching out to my credit card company also to inform them I did not get what I paid for. The charges should have been adjusted and the damage waiver coverage waived for this rental. I look forward to hearing from someone.

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Enterprise Cares July 27, 2017 at 12:51 pm

Rebecca Ashworth,
we’d be happy to look into your experience in Pensacola. Please email care at enterprise.com with your contact information, the rental agreement or reservation number, and all the details above so we can research this promptly. Thank you. – Carol H.

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Keith Marshall July 22, 2017 at 9:42 pm

Longview Texas Spur 63 Branch confirmed Reservation :1717761939 for 15 Passenger Van
7:30 am pick-up on 7/21/2017. Not sure if Joshua gave me the correct confirmation number. We arrived at 8:00am to your location in Longview No Van. We had a group of kids awaiting pickup for a field trip out of town at 8:30am. My wife called an Confirmed with Joshua Asst Branch mgr? On
7/20/2017. He said everything was good van be ready for pickup on your arrival the next morning. This was bigger than a inconvenience, how do you tell a group of 4 and 5 years that trip was cancelled due to some incompetence of a bunch of grown ups. As soon we arrived on pick up day the lady that was assisting my wive went to the back and did not return. Asst mgr came up frt and informed us that their was no van available. And we would be lucky even getting one four hours later at 12:00 pm.
Not acceptable, they new about this situation at 5:00 pm the previous day 7/20/2017. What was wrong with a courtesy call.. Right ? Since they already knew the situation. I’m very disappointed
And plan on not using Enterprise again.we have use you guys for years but not anymore. I can’t in good conscious continue to do business with this type of customer service. 1 more thing I got the area rep phone number and called and text him have not heard from him some 36 hours later.
(Alex E.)
A Managers job is to handle hard situations like this in the best interest of the customer. Didn’t Happen in this situation… I’ve read some previous comments and the way it sounds this is the norm/
Business as usual……

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Enterprise Cares July 27, 2017 at 12:43 pm

Keith Marshall,
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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Monica Brown July 21, 2017 at 1:37 pm

I made a reservation for a 15 passagner van June 22 for july 21 thru July 24. I called and confirmed my reservation weekly even went to the office to get a print out of the reservation. Knowing this was important my grandmother is 93 suffering with cancer and wanted us all to ride to get her to what she feels is her last vacation .today which is the 21st I went to pick the van up gave them my information and the agent stated that I would have to use a money order I brought her a money order for 643.13 while giving her the money order I was asking about the can she stated it was ready to go she left and came back with James cheatwood who explained that they did not have the van and the keys was still with the last customer who they were trying to get in touch with . Our reservation was at 3 and we’re running out of town now an hour later they stated that I could either wait till they find the van or drive 2 hours away to Anderson which is going the opposite direction . What’s the biggest problem is that the agent took and signed the money order knowing they did not have the van so we could not get our money back and that was all the money we had so we could not get our money back from the other passagner because we had no van not only are we not able to get our grandmother to the reunion and out of money but they took a 93 year old women’s last wish just to see her family that’s something we can not get back I called and called and every time I talk to some one it’s nothing they can do I’m so shocked at this situation I never have been took thru the ringer by a company like this

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Enterprise Cares July 27, 2017 at 12:39 pm

Monica Brown,
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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Adrienne July 20, 2017 at 1:32 pm

Enterprise Rental Car

On May 31, 2017 I rented an economy car but was given a Chevy Malibu from Enterprise rental car. I was given a free upgrade by Nick for my loyalty to the company. The very next day on June 1st my husband collapsed in our bathroom with an aortic aneurysm. He had to be rushed by ambulance to Barnes Jewish Hospital. On June 2, 2017 I called Nick, the supervisor of the Alton IL branch of Enterprise and let him know of what happened and that the car was parked in the Barnes Jewish hospital parking garage but I could not find the keys.
Nick informed me that I should call Roadside assistance to help me. Roadside assistance came on Tuesday and Wednesday however we did not find the keys. The car was dispatched to be towed but never was towed from the hospital. There is surveillance in Barnes Jewish Hospitals garage to show that the car was parked at 6b in the South garage the whole time that it was not picked up. On around 6/21 I retrieved my computer bag from my brother and found the keys in the bag to the car. Out of the kindness of my heart I made a call to Enterprise and told them that I found the keys to the car, all the while assuming that the car had been picked up from Enterprise long before then. However, I found that the car was still parked in the garage and that no one had picked it up.
I asked if someone could come to the ICU unit and pick up the key because I was told by the doctor that my husband was showing signs of death and that they didn’t think he wasn’t going to live very long so it was imperative for me to stay at all costs in the room or nearby. The representative from Enterprise came and got the keys. I called Nick and told him that the car should arrive soon and that someone had picked it up. Nick agreed to work with me about the price of the rental given the situation and I assumed that I would not be charged for all of the days that the car could have been picked up by the company. Unfortunately I requested a copy of the bill from Tanner on 7/18/17 just out of curiosity and found that I had been billed for 22 days for a total of $1,976.88!
I am hurt and offended that a company of your stature would be so insensitive, unprofessional and would commit an illegal act such as this. I had full coverage insurance purchased through Enterprise just in case something severe happened while I had possession of the vehicle. It is amazing that I had to bury my husband who was the love of my life and concern myself afterward with how I am going to pay a bill that was wrongly erroneously charged without regard to the situation that could have been resolved with a simple pick up of the vehicle or extra key being made.
The dispatcher Ramona informed me that the car was never dispatched by their company and gave me the case number 9903190117 and 09538441 to prove that it was a mistake on their end, the local company in Alton has records of several calls that were made and returned by myself and the manager of the company letting him know that the car was still parked and that the keys were lost.
I never got the pleasure of using the car, except to drive it to the hospital where it stayed parked the entire time from day one until it was returned. Please restitute this matter and correct these charges. I should only be billed from Wednesday May 31, 2017 to June 6, 2017, and I should only be billed for an economy car because Nick gave me a free upgrade, due to my frequency of renting through my company Lewis and Clark Community College. If this case is not resolved I will be mandated to report this to the college President and Board of Trustees. I’m sure that the college officials will not take this level of dishonesty lightly.
It is my hope that this problem can be resolved and we can continue to do business without delay. I received a call from a representative named Maggie. She stated that the car was reported lost on June 6, 2017. I am insulted that someone would go so far as to lie about such a serious situation. I endured being by my husband’s side for 21 days of whom I just buried, I am dealing with the reality of having to raise a 7 year old by myself, I am dealing with the heartache of never seeing the love of my life again, please don’t add to it with something that can be easily resolved by your company through truth and facts. Thank you so much for correcting this matter expeditiously.

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Enterprise Cares July 27, 2017 at 11:14 am

Adrienne, your feedback is important in maintaining and improving service and satisfaction for all our valued customers. We’d like to speak with you further, please email care at enterprise.com include the details above, your contact telephone number and email address, and any rental agreement or reservation numbers. Thank you. -Carol H.

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AG July 18, 2017 at 7:26 am

I have just received a debt collection notice here in the US regarding supposed damage to a car rental in Frankfurt, Germany back in Dec 2016. I wrote to you and asked for proof of damage, and have received nothing to substantiate the damage.
This issue has not been resolved to my satisfaction, but I now have a debt collection agency hounding me for payment of $318.61!! Please help.
Adil

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Enterprise Cares July 19, 2017 at 9:43 am

AG,
We’ve noted your comments and would like to help with this. 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 M. Miller JR. July 17, 2017 at 11:37 am

I just got off of the phone with your national corporate off for the third or forth time…I had a confirmed reservation made on 3-11-17 (2012309370) for 7-1-17 MY WEDDING DAY ( I also called in on three separate occasions to confirm my reservation) for a convertible. When I arrived that the location on Palmetto St. there was no convertible and that (I have been told by multiple reps and managers on phone calls with help desks and the corporate complaint office) I should have received phone calls saying that there was no convertible available (I never received one of the calls). At the local branch on the day I went to pick up my reservation there was ABSOLUTELY no remorse for your companies mistake. I have made multiple calls to different phone numbers (help centers and corporate offices) and told that my complaint was escalated and that I would hear back from someone “very soon”, it has now been 16 days and I have still not received one single call back, from the branch manager, the area manager, the regional manager, or as promised from multiple members from the corporate complaint department as promised. This rental car that was supposed to be a surprise for my brand new with do leave my wedding reception in but the top down the next day and drive from Florence SC and drive down to Key West FL. So this terrible lapse in customer service affected a wedding and a honeymoon not just a lets rent a car experience. This is deplorable and disgusting. I hope maybe one day that I will be able to talk to someone at enterprise and that they might actually care about what happened.

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Enterprise Cares July 19, 2017 at 9:40 am

Mr. Miller,
We certainly understand your frustration. Because our vehicles are on the move, we do not know exactly what make, model, or color vehicle you will receive until you arrive at your destination. I have followed up with our management team regarding your concern. Thank you for your continued patience.
Carol
Social Monitoring

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Matt blevins July 16, 2017 at 1:08 pm

I stopped to pick up a car that’s was reserved and paid for through my employers corporate account. I was told I couldn’t have the car because I was in the “do not rent” list when I asked why the store manager said she didn’t know. She said all she knew was it was from eight years ago I owed them 271 dollars and even though I was not renting or paying for the car I couldn’t have it! So of course I said you want me to pay you almost 300 dollars and you can’t tell me what it is for. I haven’t rented a car personally form enterprise ever.and certainly never damaged anything, No way I can owe you money! My employer spends thousands of dollars every month with enterprise and also use enterprise service dept to maintain their fleet! She gave me a number to call no one answered,manager said she would call me back and of course she didn’t. All I know is I have to use my personal vehicle for my trip! I have contacted the proper people to look into using other companies for cars and maintenance, it’s terrible customer service to refuse to rent especially when you can’t tell me why!

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Enterprise Cares July 19, 2017 at 8:58 am

Matt blevins,
We’ve noted your comments and would like to help out. Please send us a detailed email to ehiescalationscc at mailca.custhelp.com include your contact telephone number, date of birth, mailing address, previous rental details if available, 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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eric holt July 13, 2017 at 11:08 am

I rented a dirty car with bad tires the car was ,8500 mile over the service date and the buttons fell out the remote casing and they changed me $150 the casing of the remote was not damage so how was it my fault

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Enterprise Cares July 19, 2017 at 8:50 am

eric holt, we appreciate it when customers tell us about their experiences and we recognize how disappointing it is to receive a rental vehicle that is not as fresh as you expected. We would like to speak with you further. Please email ehiescalationscc at mailca.custhelp.com with your contact information, exact rental office location, rental contract information and the details above so we can address this situation. Thank you. – Carol H.

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Jane Walling July 10, 2017 at 5:34 pm

I think Enterprise has the worst customer service in the country! Your people just do not care!

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Enterprise Cares July 12, 2017 at 2:39 pm

Jane Walling,
we believe we can only grow as company by listening to our clients and we’d like to speak with you directly about your experience with us. Please email care at enterprise.com with your contact information, claims, reservation or rental agreement number, and the complete details of your experience. We look forward to hearing from you soon. – Carol H.

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Ed K July 18, 2017 at 2:31 pm

Your response is nonsensical. You have ZERO interest in speaking with your clients. I spoke with Heather in escalations who said executives don’t take phone calls. Thinking this might not reflect your policy I tried again, this time speaking with Manuela who echoed Heather’s sentiments.

What passes for a reservations phone # is a nightmare with people you can’t understand and apparently equipment so poor I could clearly hear the discussions of several other call center employees on my line.

The last time I tried using your company your employees couldn’t locate my corporate account number.

Bad business practices shouldn’t be rewarded. I’m done with you. And from the looks of the comments on this board so are many others. Good job running dad’s business into the ground kids!

This is what happens I suppose when the kids inherit the business from dad and don’t actually do much of their own work.

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oscar gallardo July 5, 2017 at 9:05 am

Dear Pamela Nicholson, Mr. William Snyder and Christine Taylor: I made a reservation for a car on June 29 at 7:00 am for a compact car, went to Enterprise located at 1944 S Figueroa st Los Angeles CA 90007-1337 at first they showed me a yellow kia that did not started so after they showed me a 2016 Jeep Compass, I took it , for 4 days, returning monday morning , when I went to return the car was someone at the entrance with a white long sleeves shirt, tie and a clipboard with enterprise cards, he said he was going to check the car while i get my final bill at the office, when I told the lady at the desk that someone named Stanley was already checking the car she said there is no one name Stanley that works here so I was surprised because this person was at the entrance of enterprise, I said can you call the police , they said no you have to call them because the car still on rental until you get the report from the police, so I went to the police station located at Martin Luther king blvd Los Angeles, got the report and took it to enterprise, but no one seems worried about my situation, was a stolen car and the employees did not even care, police while i was at the station called enterprise and ask if they have cameras they said no we have no cameras, how that happened, so now I am waiting on what is going to happen , the employees don’t even say apologize for the inconvenience, customer is the only one concern about any situation you have a extremely bad customer service

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Enterprise Cares July 11, 2017 at 4:29 pm

Oscar Gallardo,
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 Downtown 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 Number #170711-005943)

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Esther Balsamo July 3, 2017 at 12:02 pm

i’ve been trying to send a fax to your 314-512-4706 since June 30, 2017. No luck! What is wrong with your fax #, which is listed all over your website?

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Enterprise Cares July 11, 2017 at 4:10 pm

Esther Balsamo,
We’ve noted your comments and we would like to help out. Please send 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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Tony Monarrez July 1, 2017 at 12:23 am

-11:25am Sat, Jun 17, 2017 – Online: “Your confirmation number is 1242940212”. Saturday, June 17, 2017 @ 12:00 PM. Address: 3745 Boulder Hwy, Las Vegas, NV 89121. Phone: 7024570066.
-11:30am: I called for a pickup. Anthony asked me to hold. I held for 15 minutes.
-11:45am: I called and called back. Anthony picks up and remembers me, but said its too late to pick me up. Gave me the phone number to another branch. Didn’t offer to connect. Didn’t offer to explain the situation to them for me.
-So, its his fault I didn’t get to His office on time, so I’m left at square one. Don’t call Enterprise. They WON’T pick you up.. because THEY put you on hold too long and will leave you high and dry.

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Enterprise Cares July 11, 2017 at 4:09 pm

TONY MONARREZ,
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 Boulder Highway 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 #170711-005802)

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LaKeisha Gibbons June 29, 2017 at 8:18 am

On 6/28/2017 I made a reservation through a 3rd party for a rental car pickup by 1:00 pm when I arrived at 2:40 pm I was told that my reservation was cancelled and there were no vehicles available, they were all reserved and the office at 320 N Hunter Street in Stockton, CA could not call another Enterprise to see if they had vehicles available. I asked for a Manager and she stated she was the Manager I asked for the General Manager she stated she was off until tomorrow. I asked for the Corporate office number and I was given a number in Sacramento to a recorded line. I’m a Disabled Veteran and I had my children who are 9 yrs old and 4 yrs old and we had to walk back to my Mother’s residence who just had a medical procedure. I’ve served over 20 years in the Military and to be told my reservation was cancelled and due to the fact I went through a third party I should have called is unexceptable. I’ve never been exposed to such horrific customer service in my life. Samantha did offer to move my name to the top of the wait list and call if something became available and she did approximately 30 minutes later after locating a vehicle at another enterprise. However, the damage was already done. I pray this is just an isolated incident not a true representation of Enterprise Corporations. No comments or explanation needed.

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Enterprise Cares July 11, 2017 at 3:43 pm

LaKeisha Gibbons,
We are focused on ensuring that all of our customers receive their reserved vehicles and assure you it is never our intention to inconvenience a customer. We’d like to pass your information along to someone with authority so that they are aware of your concern, please send your contact telephone number, reservation number, the exact rental office location and the above details to ehiescalationscc at mailca.custhelp.com . We look forward to hearing from you soon.
Warm Regards,
Carol
Social Monitoring

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Melissa Miller June 26, 2017 at 8:14 pm

I want to let you know about an experience I had in Ft. Lauderdale Fl.
My father passed away on May 22, 2017. I live in North Carolina but had flown down the previous Wednesday (May 17, 2017). The night of May 22, 2017, my brother flew in from Connecticut. The service was Wednesday morning and by that afternoon we were packing up my father’s condo as we both had to get back to our respective homes. We called enterprise on Wednesday (May 24) and reserved a minivan for $29.99 a day which included unlimited miles. We received a confirmation email with the vehicle type, day, time etc. We were told this was part of a deal to “help move these vehicles out of Florida,” “that there were too many down here”. We had originally asked for a cargo van going one way to North Carolina (drop off in NC) and were told this was not possible. The suggestion of the minivan with fold down seats for $30 a day sounded like a good compromise. We were scheduled to pick up the van on Friday (May 26) at 4:00pm.
On Friday (May 26), my brother and I decided to call and see if it was possible to pick up the van earlier, it was around noon. We were told that there “were no vans available”. Ok, we’ll pick it up at 4:00.
“No. There are NO vans available at all.” The man I spoke to kept repeating “I’d love to help you but all I have is a Nissan Sentra.”
Are you freaking kidding me?
I spoke with escalation who WHILE WE WERE ON THE PHONE FOUND A VAN AND RESERVED IT. Perfect. Problem solved. I received a confirmation email WHILE I WAS ON THE PHONE WITH ESCALATION. Awesome. Crisis averted. EXCEPT THAT THEY DID NOT HAVE ANY VANS EITHER. NO ONE HAD ANY VANS.
I am absolutely dumbfounded how you folks can be reserving a specific type vehicle for a specific need, send confirmation emails, but then NOT have that specific type vehicle actually available.
At 3:00pm I finally found a mover to come and pack up my dad’s belongings and bring them to NC. We were originally going to pay about $90.00 for the van for three days (taxes were already included and as stated earlier, unlimited mileage). I had donated tons of my dad’s things due to the fact that we only had a minivan to bring the stuff back with us. The movers charged $1080.00. I had to come up with $1080.00 right then, at 3:00pm. We were leaving at 6:00am the following morning.
I had already been through a week of absolute horror watching my dad suffer and die, gave away a lot of his things, and now enterprise has screwed me at the last minute. I am so glad we called at noon. Had we showed up at 4:00 to pick up the van, what would we have done? I was very lucky to find a company (one I had NEVER heard of-I prayed they would do a good job), at the last minute on a holiday weekend. All for the bargain price of $1080.00.
I am so angry. So disappointed. Enterprise will NEVER be my first choice in car rentals ever again. I hope to NEVER have to use you and I have shared this story with many, many, people and have posted it on social media. Your company turned an already extremely trying and emotional time into an even greater hardship-between having to FIND someone to move us, on a HOLIDAY weekend, and having the cost go from~$90 to $1080.00. Unbelievable.
I wanted you to know about this experience in the hopes that you will do SOMETHING to prevent this from happening to someone else. What if I had reserved a van to transport a group of kids or elderly people? A Nissan Sentra would not have cut it.
Sincerely,
Melissa Miller

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Enterprise Cares June 29, 2017 at 10:34 am

Melissa Miller,
We are focused on ensuring that all of our customers receive their reserved vehicles and assure you it is never our intention to inconvenience a customer. We’d like to pass your information along to someone with authority so that they are aware of your concern, please send your contact telephone number, reservation number, the exact rental office location and the above details to ehiescalationscc at mailca.custhelp.com . We look forward to hearing from you soon.
Warm Regards,
Carol
Social Monitoring

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Valerie Goins June 26, 2017 at 7:04 pm

I received a very nice phone call from Nick today, the area manager for Enterprise. He informed me that after further investigation they have decided to close the claim. I felt it was very gracious and I greatly appreciate that they have decided to close this.
Thank you.

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Enterprise Cares June 29, 2017 at 10:24 am

Valerie Goins,
Thank you for your comments. We’re so glad to hear that our regional management team was able to address your concerns and help out. Please feel free to contact us anytime. We’re always happy to help out.
Carol
Social Monitoring

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Valerie Goins June 26, 2017 at 10:06 am

To say my experience with Enterprise has been terrible is an understatement. I am in the process of Enterprise “investigating” damages to the rental car I had from May 31, 2017 to June 2, 2017. Upon return to the Enterprise located on Stagg Hill Drive in Manhattan, KS, the employee went out to inspect the car. Inspect is not an appropriate term as it was more of a lengthy examination of over 5 minutes while my husband and son sat in our truck watching him go over the car with a fine tooth comb. They ended coming inside to ask me why he was out there for so long. I didn’t know until the employee returned and announced there was hail damage to the vehicle and they were going to have to start the claims process. My husband, myself, and my 16 year old son stood there flabbergasted. We all looked at one another and said “it didn’t hail”. The employee stated the regional manager had sent out an email that the needed to be on the lookout for damage to vehicles due to severe storms in the area. That’s all well and good, except for the fact that there WERE NO SEVERE STORMS while I had the vehicle. It rained on June 1, 2017, rain, no hail. We told the employee any hail damage had to have already been there and he claimed that was not true. He did ask if I had traveled out of the area, as maybe the damage occurred in a different area. Then he double checked the mileage and since I had only driven 60 miles, realized that wasn’t possible. We left the office unsure of what was going to happen next.
Well, what happened next was I received a letter from Enterprise stating the Damage Recovery Unit received notification of damage to the vehicle I rented and to provide my claim/insurance information.
My insurance company has spoken with Enterprise’s Damage Recovery Unit, AKA the Witch Hunters in my book, as have I. My insurance adjuster has provided irrefutable proof from 4 different sources that there was absolutely no hail during the time I had Enterprise’s rental car. How this is still ongoing is beyond me.
I received another letter in the mail on Saturday stating “Our records reflect you have questioned whether you are responsible for the damage that was documented upon return of your rental. We have contacted the rental location and based upon our investigation, we must continue to hold you contractually responsible for this loss in accordance to the terms and conditions of your rental agreement. If you have not already done so, please report this claim to your insurance and/or credit card company and provide us your claim information”. Ummmm, excuse me?!?!?! What investigation?!?!? What proof could there possibly be that I am contractually responsible for the hail damage that didn’t happen while I had this vehicle?! IT DID NOT HAIL WHILE I HAD THIS CAR! To the contrary, my insurance company found evidence it hailed on May 27, 2017-4 days BEFORE I had the rental car.
So let me get this straight-because Enterprise employees did not document damage that happened either while another person was renting this vehicle, or it was parked in the lot, it’s now my financial responsibility? Poor performance on Enterprise employees documenting damages to the vehicles does not equate to my financial obligation or responsibility to pay for this. This whole situation is preposterous and unethical on the part of Enterprise.
I would like someone to take responsibility for the farce that is the “investigation” into this matter and rectify this situation. I do not intend to accept responsibility for paying damages to a vehicle that did not happen while I had said vehicle. I will await response, Enterprise. Do the right thing please.

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Larry Unger June 23, 2017 at 4:18 pm

I reserved an SUV at the Munich airport. Upon arrival, I was given a hatchback wagon and told that this was all that they had. I was informed that someone from Enterprise would be available if there were any issues upon return. The rental location was in a dark parking garage, making inspection very difficult. During the rental, Enterprise charge my credit card for the full deposit – not a credit hold as originally informed. Upon returning, there were no Enterprise representatives at the return area, which was managed by an outside company. The person singing in my car told me that there was a rub on the tire where the letters were raised. In the dark garage, it would have gone completely unnoticed. I insisted on a return document – they normally just drop the keys and walk away in Munich – not normal by US standards. I took the paper to the Enterprise rental desk and asked for a final bill. I was told that the service company wrote that there was a cut, not a rub on the tire. I asked the Enterprise agent to show this to me. He told me that this was not possible and that I should just wait for my bill to come by email. Upon returning to the US, I first found out that they had charged me instead of the credit hold. The charge shows the vehicle being returned one week prior to the actual return – this is strange. I waited an additional day for Enterprise to send me a final invoice by email. 48 hours after the return, I called Enterprise in the US and provided details of the issue. I was told that I would receive an email reply withing 24-48 hours. Two days later, I called Enterprise again and went through the process. I was told that the station manager in Munich would reply within 24 hours. One day later, I called again, got to a supervisor, and asked for someone in the US who could take ownership of the problem. She informed me that the resolution would have to come from Germany and that there was no one in the US at Enterprise who could help me.
I filed a challenge to the charge with AMEX in order to see if I would get anyone to work on this matter. I have wasted 4-5 hours during the several days attempting to get this resolved. I think that someone from the parent corporation headquarters needs to take ownership of total failure in communication between Enterprise and its operations in other countries.

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Enterprise Cares June 29, 2017 at 10:21 am

Larry Unger,
Thank you for your comments. We want our service to be the best around and would be happy to help out. Please email ehiescalationscc at mailca.custhelp.com with your contact information, reservation or rental agreement number, and the exact rental office location, and the details listed above. Thank you again for your comments. – Carol H.

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Sharon Fisher June 22, 2017 at 8:26 pm

I will never use Enterprise and I will tell everyone I meet not to use Enterprise. I will put it on Twitter, I will put it on Facebook. I will get NO ENTERPRISE bumper stickers. I have money but I do not have charge cards. One reason I have money is because I do not have charge cards. I have a Visa Bank Card. I had this trip to Branson coming up and decided I wanted to rent rather than take my 2008 Saturn. Another reason I have money. I went online and asked for rental car services that took Visa Check Cards. Orbitz directed me to Enterprise and to the one closest to my home. I talked to them at least four times. I downgraded from a van to a car. They called me yesterday to confirm. I had a friend drop me off. When I got to the counter the woman wanted 2 check stubs and a utility bill. NO ONE TOLD ME THAT. I had my insurance card and showed her that, it had my address and lots of other information on it. Nope. They were closing in 30 minutes. She had a stranger take me to Budget. Budget would rent to me but they only had an SUV and it would be $700.00 for the weekend. I said no;. I was still stranded. My son finally sent Uber for me. I will be driving the 596 miles to Branson in my Saturn tomorrow. I have no choice. And honestly. I get 5 checks a month and NO PAY STUBS. They are all direct deposited. WHO HAS PAY STUBS???? I am so past furious. I hate you with every fiber in my body.

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Enterprise Cares June 29, 2017 at 9:45 am

Sharon Fisher,
We understand your concern. Our local offices reserve the right to ask for additional references when you guarantee your rental with a debit card and not a credit card. We want our service to be the best around and would be happy to address the level of service you received. To do so, please email ehiescalationscc at mailca.custhelp.com with your contact information, reservation number, and the exact rental office location. Thank you for your comments. – Carol H.

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Margaret Morris June 20, 2017 at 9:23 pm

This was my first and will be my last time renting through Enterprise. I reserved a car online for this past Saturday June 17th and was returning the car the next day. I went with Enterprise because they had really good rates so my experience afterwards is really disappointing. I picked up the car on Saturday and I was told that they were closed on Sundays but they have after hour drop offs. I was told to park the car and put the key in the drop box. I specifically asked how would they know when I drop the car off and I was told that they check the cameras. Sunday I was supposed to have the car back by 12 pm and I dropped it off at 11:15. I thought everything was all set until I received a phone call this morning June 20th, 2 days later asking me when I was going to return the car. I explained to them that the car was dropped off and keys were put in the drop box like I was told to do. They told me there was no car or keys when they came in Monday and they saw a note saying that the 1800 number left a message saying the car was at an autobody shop. I explained to them that that’s impossible and to check the cameras. They called me at 9am and I called back maybe 4 times in between 10am and 4pm to see if they had checked the cameras. I even called on 3 way with a person from the 1800 enterprise number and she told them they no one left a note with them stating that information. I felt like I was getting scammed. I kept getting a “No we’re trying to locate the car. Maybe you didn’t put the keys in the drop box correctly “. At this point I’m frustrated because I’m being accused of not returning a car, not putting keys into a box correctly and then taking the whole day to check a camera that for something that happened 2 days prior. Finally I went to the location after work around 4:40 pm. I was told they still didn’t check the cameras but they located the car in Wisconsin! At this point my anxiety is through the roof. He was trying to explain to me that they’re trying to figure out how the car got there. Maybe they didn’t scan it in and let someone rent it for a one way trip or maybe they put the wrong license plate number down. All things that has nothing to do with me and things that are a mess up on their end. I explained that I understand they need to find the car but they need to remove me from the situation because I did what I was supposed to do. I said I need a phone call back TODAY to verify I returned the car. I got a phone call an hour after I left saying they saw that I did return the car like I said I did and that they messed up and logged the wrong license plate number when the rented it to me. They ended up renting that van to someone else on Monday and that’s why the van wasn’t there. Needless to say, this experience was the nightmare from hell.

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Enterprise Cares June 22, 2017 at 9:14 am

Margaret Morris,
We’d like to address this concern for you. Please send a detailed email to ehiescalationscc at mailca.custhelp.com include the exact rental location, your contact telephone number, your rental agreement, roadside ticket 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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SAD MISSED 16 yr olds FUNERAL June 19, 2017 at 9:09 am

Rented the car via computer..only to be told at office it doesnt help…yet they found they paper so i just had to sig GREAT ,,Robert started the car I SPECIFICALLY ASED ‘IS THERE anything I should know about the car cause once I didn’t know I had to press the break while pressing the button,he said no,nothing(ps didn’t show me gas cap wipers NotHING!),ALL down hill after tha. I get the car down the blcok to my house wont start again. My daughters hysterical crying,says key fob damaged. I called over 8 times from the office to roadside ass.(who said would take hours) I could tell they didn’t want to help BUT WHY CoULDNT abyone tell how to start the Dodge dart. I told my daughter to the FRIENDS FUNERAL which was OVER HOUR AWAY(just didn’t want to take my car in first place cause battery light kept going on).I BEGGED exterprise to send someone,helpl me somehow that I was going to miss the funeral.THey didn’t care! ONE HOUR LATER ROBERT ( manager at store came and starts car right up explanining its NOT the key you use its the piece of plastic on the remote!!!!!I said what am supposed to have e to esp….By this time I missed the funeral. I was crying and sweating as it was over 100…Robert didn’t even say SORRY-(that would have helped) SIncerely R MILLER..few days later ha

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Enterprise Cares June 20, 2017 at 11:44 am

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, roadside ticket 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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Martin Bartel June 17, 2017 at 2:13 pm

Ms. Nicholson, Mr Nestor and Ms, Taylor-Broughton:

On March 21, 2017, I reserved ONE 15-passenger van for our annual youth summer mission trip. All our teens would be riding together in ONE VAN because we only had ONE DRIVER.

Three months later, on Friday, June 17, 2017, Kelly from your Beaver, PA location called to tell me everything was in order. She simply wanted to remind me to bring my driver’s license and certificate of insurance.

On Saturday morning, June 18, 2017, at about 10 AM, Hailey from your Beaver, PA location called to tell me she did not have the passenger van I reserved THREE MONTHS PRIOR. The best she could do is two 7-passenger SUVs. I told that would not work because we only had ONE DRIVER. We were leaving the next day, and so there was no time to get a second driver. She said there was nothing to be done. We had to take two SUVs.

Not wanting to disappoint the teens and feeling completely helpless and frustrated and having no other option, I got a buddy to drive me to the rental location. About 12:15 PM on that Saturday, IN THE CAR ON MY WAY to the Beaver location, about a mile away, I called to make sure all was in order. This time Hailey told me she did not have the SUVs; they were at the Moon, PA location! I could get them on Sunday morning between 8 AM and Noon. I informed her that I was a priest and so Sunday mornings were not free for me.
She could not help me. She suggested I pick them up on Monday. The mission trip began Sunday night and we leaving Sunday evening!

Never once did I receive an apology or an offer to deliver the SUVs, or make other arrangements, for all the inconvenience.

Right now I have no idea how I am going to get 12 teens to their mission location on time.
And Enterprise certainly was not very helpful in resolving the problem that Enterprise created. And to add insult to injury, I spent nearly a total of an hour on hold waiting for an answer to my repeated phone calls, hearing how Enterprise prides itself on its attentiveness to the renter. That was not definitely my experience at all!

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Enterprise Cares June 20, 2017 at 11:48 am

Martin Bartel,
We’ve noted your comments and we would like to speak with you about this. 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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Marcia Davis June 9, 2017 at 10:36 am

I would like to commend your Salt Lake City airport Branch Manager, John Kelley for his professionalism and kindness in addressing a problem I had with a vehicle I had rented. My family had rented 2 Ford Expeditions for 15 days to travel to a number of National Parks. Without going into a lengthy recap of the situation, let it suffice to say that upon return of the vehicle I drove I explained to Mr. Kelley the problem I had with a tire and also shared a couple of other concerns (no windshield wiper fluid and manuals that were stored in the tire jack compartment rather than glove compartment). Mr. Kelley listened carefully, immediately apologized without questions, and asked what he could do to make things right. My intent was only to make him aware of the problem and I did not expect a refund of any kind. However, Mr. Kelley offered me a generous discount off our final bill along with his sincere apologies for our inconvenience. While that was greatly appreciated, his kindness, genuine concern, and professionalism was what impressed me most. It’s not an experience you have everyday! So, my thanks again to John Kelley, and to Enterprise!

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Enterprise Cares June 20, 2017 at 11:57 am

Marcia Davis,
Thank you very much for the pleasant review! It’s nice to hear that Mr. Kelley at our SLC office was able to address your concern immediately and resolve your concern. If you need our assistance with anything in the future, please don’t hesitate to contact us directly at Care at Enterprise.com with the full details. Thank you. We look forward to seeing you again soon! – Carol H.

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Michael Duhart June 5, 2017 at 3:16 pm

I spoke with Ashley Blauvelt about 9:30am today to setup a reservation for insurance car rental.
We discussed the car size, type and year.
She clearly articulated that I would be driving a Ford Explorer 2017 and had her repeat it back to me twice while I was on the phone to replace my Ford Trans Connect because of the compartment size.

I was provided a Jeep which is not suitable for my use replacing my current vehicle.

Also, I clearly communicated with Ashley Blauvelt to be pick up at 1pm. When call at 1:15pm, Derrick answered the phone and stated that my reservation was not in the system to be pick up. That there was some systems glitch with my direct bill authorization.
I did not get pick up until 1:54pm. This means I miss my appointments.

I reside in Manchester,NH and need to swap this vehicle to the Ford Explorer or a larger vehicle. Okay

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Enterprise Cares June 20, 2017 at 12:48 pm

Michael Duhart,
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 Milford 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 #170620-003556)

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Scott Gazelle May 30, 2017 at 1:56 pm

CRITICAL ALERT – DO NOT RENT FROM ENTERPRISE IN EUROPE – EVER!!!
I made reservations for a rental car for France. I made the reservations from the US, on an English-language website and received a confirmation in English. When I arrived to pick up the car at CDG airport, I waited 30 minutes in line and then another 25 minutes afterwards to get the car. The attendant apologized and assured me that he would give a credit. After I turned the car in, I received an invoice by email that was entirely in French and that was for approximately 70 Euros more than the agreed-upon (contract price plus extras) price. I have now called 3 times to complain and each time I was told that the US representative could not see my contract or charges (I even offered to forward both to the people I spoke with) and that I would need to wait for the French people to email or call. It has now been three weeks and I have not received an email or call. This behavior is absolutely abhorrent and will make he a Hertz or Avis customer forever – I will not use Enterprise again. Nowhere on my rental agreement was I warned that I would need to deal with a foreign office if there were concerns, and clearly, the foreign office has no interest in responding.

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Enterprise Cares June 20, 2017 at 1:32 pm

Scott Gazelle,
Thank you for your comments. Your review and feedback are greatly appreciated.
I’ve reviewed the notes in your contract and it appears that this has been addressed for you by our associates in France. If you need further assistance or have additional questions, please send 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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Jasiah L May 25, 2017 at 12:11 pm

Went to pick up my reservation from the Atlanta Location near Turner Field. As I’m going through the process of picking up my reservation, I was told I have an outstanding balance and they cannot rent to me until the balance is paid. After giving me the information to Accounting, I literally called the office for 3 hrs. I’ve been calling the account management office since 8 A,M. Ga Time. No call back. I left several voicemail. No call back. I even press the extension to speak to the operator to get me in touch with someone else, straight to voicemail. I’m frustrated and pissed. I was told it was due to something that I rented back in 2016, but I don’t rent cars because I have my own vehicle. I’ve been displaced because of someone else’s negligence in hitting my vehicle. This is not great customer service. There is literally no one else to speak to besides the guy I’m trying to get in touch with to rectify the issue.

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Enterprise Cares June 22, 2017 at 9:17 am

Jasiah L.,
We’d like to help you out. 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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Farrah May 20, 2017 at 1:34 pm

I have had the worst experience from this company. It makes no sense to call cooperate its make no since to email escalation…this company is the worst. They do nothing….No assistance resolving customer issues. Do not spend your TIME OR MONEY here.Bought a car compressor went out in 9 months after purchase…called sales manager absolutely rude and insensitive.

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Christina May 19, 2017 at 5:06 pm

Placed a reservation only to be told they have no cars available. I was placed on a waiting list. I am very worried as I have future reservations. Not only that I send my customers there. The IT department needs to block reservations after they are booked. Very disappointed.

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Greg Ladwig May 17, 2017 at 4:08 pm

Never been so disrespected in my life until i called in the reservation department in Augusta,Ga. This rude young lady name Crystal Bowie called me out my name calling me ignorant, when i told her she must not know much about cars. I serve the U.S Army for 20 yrs, I deserve some respect. She need some disciplinary action happen or im gone make sure i go to the corporate office personally with my complaints. Do something with your reservanist she is very rude

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Linzee Johnson May 12, 2017 at 4:11 pm

My mother and I have had the WORST experience with enterprise and intend on taking our issues to every news station, every newspaper, and any social media platform that is out there. We were going to travel from Philadelphia to Maryland (5 hours) to visit my sister. My mother insisted on renting a car instead of driving one of our cars because she didn’t want to put the mileage on our cars. When we got to the dealership I saw my mom standing outside of the vehicle telling the employee something. She finally got into the car and she pulled off to our home to drop off the car that I was driving. When we get there she told me that there was a “low tire pressure” message on the car and the guy was adamant that it’s fine. That message comes up all the time and that’s the only car they had available at that moment. Mistake number 1 is that they should have NEVER rented a car with any type of danger message. We took the car on a 5 hour drive. Everything was fine. We get there on Thursday afternoon. By Saturday the tire was flat. We never drove the car again until it was time to leave. My mom called enterprise and they told us that WE would have to pay for it when they gave us the car messed up in the first place. Eventually they sent someone to change the tire and told us that tire would not get us back to Philadelphia. So we have to go 2 hours out of our way to the nearest enterprise to change cars on Sunday. So Sunday morning we drove to enterprise and waiting for them to open. The girl came out checked inside AND OUTSIDE of the car thoroughly while I sat patiently inside the car watching. Everything was fine. My mom signed off and the employee signed off and we drove off into the sunset. Only to receive a phone call from them an hour later while driving the car home that there was damage on the car. Needless to say, your company is trying to charge my mother 2200 dollars for damage they claim is so CLEAR to see. Yet they sent us on the road with a defective vehicle and signed off on said vehicle stating that there was CLEARLY NO DAMAGE. You guys have been harassing my 70 year old mother with phone calls and threatening letters. Trust me we will talk to whomever and go wherever we have to go to let everyone know what you are putting my mother through for something she didn’t even cause

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Nina May 7, 2017 at 7:43 am

I had previously never had a problem with enterprise. They were my go to rental company, that will change. I rented a car for uber driving from 1100 nw 42nd in Miami Florida. The Customer service was horrible, the employees treat uber clients like second class citizens even through you pay over a grand a month to rent a car. I returned to rental on March 6th, 2017 and according to enterprises policy they have 30 days to return the deposit. It has been 60 plus days and no deposit has been returned. I have called the branch who blames accounting, I have called accounting who does not answer or return calls. I have make three escalated complaints through the 1- 800 number, no surprise but again no call back. I have even left a message for the CEO….no return call. This has financially set me back more then I can explain and I feel ignored and helpless. If you need to rent for any reason please consider your options because enterprise does not consider it’s consumers. I

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Donna Seitlinger May 3, 2017 at 9:13 am

I was coming home this past saturday 4/29/2017 and saw a car coming behind me fast and the traffic was very heavy so I tried to move over to the left lane to try to avoid him hitting me as much as I can move because there was a jeep grand cherokee in front of me stopped waiting to take a left and I did not want the Enterprise employee to smash my car into the back of a stopped vehicle because that would be such a bad outcome not only would he have smashed into the back of my car but the front of my car would have been smashed with airbag deploying and I just get anxious just thinking that outcome if I wasnt watching my surroundings as I always do It would of been so my worse!!! My car is a brand new Audi A5 which I have had for only 3 months!! Eyewitnesses that stopped to see how I was all said he was traveling so fast and he smashed into me causing my life to be turned upside down at that moment causing me injuries, car damage, multiple incoveninces in my life now. I have been dealing with employees, claim people and I find out yesterday that Enterprise wants me to pay for their insurance coverage on the rent a car I have. Their employee was at fault causing the accident and they want me to pay$25.00 a day till whenever my car is fixed…..that is just wrong on so many levels!!! Enterprise is multi billion dollar corporation and they are asking me to pay for anything regarding my claim is so disheartning at this point!!! They should be very accommodating to me in this traumatizing stressful time brought on by one of their Enterprise Employee’s.

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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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Enterprise Cares June 20, 2017 at 1:00 pm

Karen Taylor, thank you for the awesome compliment. It’s great to hear you received such great service from Kalette. We’ll be sure to pass this along to the downtown Montgomery location’s upper management. We look forward to seeing you next time. –Carol

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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

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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

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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

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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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